Inclusion is no longer a luxury—it’s the heart of true hospitality. In a world where every traveller deserves to feel seen, safe, and valued, the hospitality industry is undergoing a quiet but powerful transformation. Luxury is no longer just about marble lobbies or curated menus, it’s about creating spaces where everyone, regardless of ability or background, feels like they belong.
At the forefront of this shift is Conrad Pune, Hilton’s flagship luxury property in India, led by Abhishek Sahai, General Manager and alumnus of IIM Lucknow. With a distinguished career spanning over two decades across India’s most iconic hotel brands, Sahai brings together operational precision and a deeply human approach to leadership. Under his guidance, Conrad Pune is not just offering five-star comfort, but building a culture of dignity, accessibility, and inclusion that truly redefines what it means to serve.
The Heart Of Inclusion: A Value System, Not Just A Policy
At Conrad Pune, inclusion is not just a corporate checkbox; it’s deeply embedded in the hotel’s culture. Highlighting this, Abhishek Sahai shares that the drive toward inclusivity stems from Hilton’s purpose-driven philosophy and his conviction. “The goal is to create a workplace where every team member, regardless of ability, feels safe, seen, and supported,” he affirms.
The hotel has taken clear, actionable steps to ensure its spaces and practices are inclusive. These range from bias-free hiring protocols to empathy workshops that help sensitize team members to diverse needs. At its core, however, lies a narrative of mutual respect—one that’s built on trust, intention, and continuous learning.
Empowerment In Action: Jay’s Inspiring Journey
A powerful testament to Conrad Pune’s inclusive efforts is the journey of Jay, a differently abled team member with Down Syndrome, whose presence has become emblematic of the hotel’s inclusive spirit. Shedding more light on this, Sahai describes Jay’s onboarding as a turning point, one that emphasized the importance of intention in hiring.
From his initial days to becoming a vital part of the hotel culture, Jay’s growth has been marked by resilience, determination, and trust from leadership. His story not only inspired internal teams but also catalyzed a culture where diverse abilities are celebrated, not merely accommodated.
Building An Accessible Environment: For Staff And Guests
In today’s world, every guest seeks more than just comfort, they want to feel genuinely welcomed, without the stress of being treated differently due to their abilities. Hospitality, after all, should be a space of ease, dignity, and belonging for everyone. Recognizing this, Conrad Pune has made accessibility a design priority, not just as a feature but as a fundamental value. The hotel offers step-free entry points, accessible-friendly guestrooms and restrooms, lift access across all floors, and designated wheelchair-friendly spaces. These thoughtful infrastructural choices ensure that people of determination can experience the property with the same sense of freedom and confidence as any other guest.
Embedding Inclusion Into The Everyday
Inclusion at Conrad Pune isn’t seasonal, it’s part of daily life. Adding to this, Sahai emphasizes that celebrations of diverse abilities are interwoven into the hotel’s calendar, far beyond designated days of observance. The hotel hosts interactive workshops, showcases the talents of differently abled staff members, and ensures that inclusive practices are discussed regularly in team huddles and leadership reviews.
Guest-facing roles are consciously offered to differently abled staff, building confidence and communication skills, while showing guests that luxury and inclusion go hand in hand.
Looking Ahead: Expanding The Circle Of Inclusion
Looking to the future, Conrad Pune is gearing up to expand inclusive hiring across more departments. Differently abled team members are also being encouraged to participate in talent initiatives and hotel-wide activities, such as annual celebrations and performance showcases. “It’s about breaking stereotypes and setting new standards for what a high-performance, compassionate team looks like,” Sahai adds.
The property also aims to enhance its guest-focused accessibility offerings, ensuring that all visitors, regardless of physical ability, experience luxury that’s truly welcoming.
Leadership As Legacy: Advice For The Industry
When asked what he’d tell other hoteliers aiming to build inclusive spaces, Sahai is clear: “Start with empathy and back it with structure. Inclusion is not a cost, it’s an investment in long-term culture.” His advice reflects a belief that inclusion must be baked into strategy, not tacked on as a PR initiative.
A Hotel That Walks The Talk
As a brand, Conrad stands at the intersection of global luxury and local relevance. And nowhere is that more evident than in Pune, where the hotel blends Maharashtrian hospitality rituals, regionally inspired cuisine, and a vibrant community engagement program. These elements enhance not just the guest experience, but also the sense of local pride and purpose.
About Conrad Pune
Conrad Pune is Hilton’s first Conrad property in India, bringing the brand’s signature smart luxury and intuitive service to the heart of Pune’s central business district. With 351 opulent guestrooms, including 20 suites, and located near IT and commercial hubs like Magarpatta, Kharadi, Hinjewadi, and Pimpri-Chinchwad, the hotel is a prime choice for both global travelers and local connoisseurs. The rooms are designed for elevated comfort, featuring five-fixture marble bathrooms, walk-in rain showers, and luxurious soak tubs.
As Pune continues to evolve into a dynamic business and lifestyle destination, Conrad Pune remains committed to crafting experiences that are memorable, meaningful, and inclusive for everyone who walks through its doors.
Inclusion isn’t just about access, it’s about belonging. And with leaders like Abhishek Sahai and trailblazing properties like Conrad Pune, the hospitality industry in India is embracing that truth with both heart and intent.
