The Flare panel interacted with Asghar Jaffery, General Manager of Hotel d’Gates in Lahore. He mentioned that he took the role of General Manager in February 2024. Since then, he has concentrated on improving operations, raising service levels, creating new business opportunities, and fostering a strong team environment. Running a hotel goes beyond overseeing rooms; it involves curating the full experience for visitors, business clients, and event collaborators
Interview:
Asghar Jaffery
General Manager
Hotel d’Gates, Lahore
Flare: Kindly share your hospitality career journey and experience managing Hotel d’Gates Lahore with our readers.
Asghar Jaffery: Hospitality brings professionalism, people management and attention to detail together to create memorable experiences. My hotel operations experience has given me a strong understanding of guest expectations, sales, revenue management, team leadership and hotel management.
I joined Hotel d’Gates Lahore as General Manager in February 2024. Since then, my focus has been strengthening operations, improving service standards, expanding business opportunities and building a strong team culture. Leading a hotel is not simply about managing rooms; it is about managing the entire experience for guests, corporate clients and event partners.At d’Gates, I have worked to align operations, sales and revenue management around one objective: guest satisfaction and sustainable business growth.
Flare: What is your vision for Hotel d’Gates, and what distinguishes it from other hotels in the City?
Asghar Jaffery: My vision is to rank Hotel d’Gates as one of Lahore’s preferred hotels for accommodation, dining, corporate meetings, conferences and social events.
What distinguishes us is our combination of comfortable accommodation, quality food and beverage, event facilities and personalised service. Our revolving rooftop restaurant is also an important part of our identity, offering guests a distinctive dining experience.
A successful hotel must offer more than a good room. Guests should feel welcomed, respected and valued throughout their stay. Our objective is to create that complete experience while continuously improving our standards.
Flare: How does the hotel’s location influence its business and guest profile?
Asghar Jaffery: Lahore is one of Pakistan’s key business, cultural and tourism destinations, making location important to our business. Our guests include corporate travelers, families, domestic tourists, groups and visitors attending business and social events. Lahore also provides access to a large corporate and events market.
We focus on maintaining a balanced business mix rather than relying on one segment. Corporate business, leisure guests, groups, conferences, banquets and food and beverage all contribute to overall performance.
Flare: What are your main priorities as GM for guest satisfaction, service standards and operational efficiency?
Asghar Jaffery: My first priority is guest satisfaction. Guests may forget many things about a hotel, but they remember how they were treated. I focus on service consistency, cleanliness, responsiveness and staff behaviour. Operational efficiency is equally important, with every department managing costs responsibly.
I monitor performance, listen to guest feedback and address issues before they become complaints. Training and communication are also critical. My philosophy is simple: take care of the guest and the team, and the business will benefit.
Flare: How has Pakistan’s hotel and tourism market changed in recent years?
Asghar Jaffery: Pakistan’s hospitality market has become more competitive, while guests are better informed. Domestic tourism, corporate travel, weddings, conferences and social events continue to offer opportunities.Guests also have higher expectations and compare hotels through online reviews, social media and booking platforms. The industry must therefore become more professional, technology-driven and customer-focused, responding quickly to changing guest needs.
Flare: How is Hotel d’Gates adapting its marketing and digital strategy?
Asghar Jaffery: Digital presence is essential to hotel marketing, as guests discover and evaluate hotels through booking platforms, Google, social media and reviews.
At d’Gates, we focus on digital visibility, engaging content, guest reviews and promoting our rooms, restaurants and event facilities. However, marketing must be backed by a strong guest experience. Advertising may attract guests once, but consistent service brings them back.
Flare: What steps do you take to train and motivate hotel staff?
Asghar Jaffery: Hospitality is a people-driven business, so staff development is a key priority. Training should cover not only technical skills but also communication, grooming, teamwork, complaint handling and guest satisfaction.Recognition is also a powerful motivator. Employees who demonstrate excellent performance should be appreciated and encouraged. I aim to create a culture where employees understand that their performance directly contributes to the hotel’s success. A motivated team ultimately creates a better guest experience.
Flare: How do food, events and corporate business support the hotel’s growth?
Asghar Jaffery: They are extremely important. A modern hotel cannot rely only on room revenue. Food and beverage, banquets, conferences, corporate meetings and social events help diversify revenue.
Our restaurants and banquet facilities serve various segments, from corporate meetings to family functions and larger events. We aim to build strong relationships with corporate clients, event planners, travel partners and institutions while maintaining quality and competitive value.
Flare: What are the major challenges currently facing Pakistan’s hospitality sector?
Asghar Jaffery: Major challenges include rising operating costs, energy prices, taxation, inflation and the availability and retention of skilled manpower. Hotels are particularly sensitive to increases in electricity, gas, food, salaries and other expenses, while guests expect competitive room rates.The solution requires greater efficiency, professional revenue management, staff training and closer cooperation between the private sector and government. Hotels must improve productivity without compromising guest service.
Flare: What policy measures would you like the government to take to support tourism and hospitality?
Asghar Jaffery: I would like a coordinated national strategy focusing on infrastructure, taxation, investment incentives, skills development and destination marketing. The government can also promote Pakistan internationally and encourage investment in hotels and tourism infrastructure.
Hospitality can create jobs, attract investment and contribute to economic growth. With effective policies and public-private cooperation, Pakistan can build a stronger tourism and hospitality sector.
My vision for Hotel d’Gates is to remain a professionally managed, guest-focused and successful hotel. As General Manager, I aim to achieve business growth, develop people, strengthen service standards and establish d’Gates as a trusted hospitality brand in Lahore. To me, hospitality is about serving people well, earning their trust and giving them a reason to return.
