There is a certain magic to walking into a grand hotel. The interiors make you pause; the service makes you feel welcome, and everything seems to fall perfectly into place. But that kind of magic doesn't happen by chance.
On 22nd May 2026, students from the Global Luxury Goods & Services Management (MGLuxM) and Hospitality Business Management (HBL) programs visited Fairmont Mumbai to understand what goes into creating and managing a luxury hotel experience. The visit gave them an opportunity to connect concepts from their classrooms with the decisions, people and processes involved in the hospitality industry.
One of the key discussions focused on the business of running a luxury property. Students explored how hotels generate revenue and the role of MICE (Meetings, Incentives, Conferences and Exhibitions) in creating business opportunities. This gave them a better understanding of the different revenue streams that contribute to a hotel's success, beyond room bookings.
The visit also brought attention to a part of hospitality that no amount of beautiful design can replace: its people. Students learnt how front-facing teams influence guest perceptions through their interactions, attention to detail and ability to anticipate needs. It highlighted how service is not simply about responding to requests, but about understanding guests and making their experience feel personal.
Students also enjoyed a curated Cantonese lunch at Oryn, Fairmont Mumbai's restaurant. The experience offered a closer look at how cuisine, presentation, service and ambience come together to shape a memorable dining experience.
For MGLuxM students, the visit connected luxury brand identity, customer expectations and experience design with the realities of managing a luxury property. For HBL students, it offered practical insights into hotel revenue, guest services and food and beverage operations. For both groups, it was an opportunity to see how the different parts of a hospitality business work together.
Experiences like these take learning beyond the classroom, allowing students to observe industry practices, engage with real business challenges and build a clearer understanding of the careers and opportunities within luxury and hospitality.