Redefining Hospitality Excellence: The Leadership of Manuj Ralhan
With over two decades of experience in luxury hospitality, Manuj Ralhan has carved a distinguished career leading some of the world’s most iconic brands, including Oberoi, Taj, Four Seasons, Shangri-La, and Accor. Currently serving as the General Manager of Jaipur Exhibition and Convention Centre (JECC)- Managed by Accor & Novotel Jaipur Convention Centre, he spearheads one of India’s premier MICE (Meetings, Incentives, Conferences, and Exhibitions) and wedding destinations. His leadership philosophy revolves around empowerment, innovation, and an unwavering commitment to exceptional guest experiences.
For Roula Youssef Halabi, Senior Vice President of Global Fertility Services at CooperSurgical, the pursuit of excellence in healthcare has been a lifelong mission.
Born and raised in Lebanon, her formative years were influenced by a culture that valued resilience, adaptability, and community—qualities that would later define her leadership style. Roula’s journey from a trained midwife to leadership roles in the fertility industry is not only a testament to her unwavering commitment to the health of women, babies, and families – the very mission she strives toward at CooperSurgical – but her dedication to excellence in everything she does.
CooperSurgical is a fertility & women’s health company rooted in a dedication to upholding the highest standards and reaching new heights as a leader in the industry: a guiding principle with which Roula found perfect harmony. Since 2023, she has led the global fertility services business, placing paramount importance on excellent quality care for customers and their patients, around the world.
Read on for excerpts from our interview with Roula where she brings to light how she inspires excellence in her teams through passionate leadership and empowering others.
The Path to Leadership
My journey began in the delivery rooms, where I witnessed firsthand the complexities and joys of bringing new life into the world. My education and training as a midwife gave me a deep understanding of the human side of healthcare. However, I felt a pull toward broader challenges in leadership, particularly in the domain of infertility—a field often fraught with emotional and physical hurdles for patients.
I’ve always been driven by the desire to create meaningful change and impact. Transitioning from midwifery to the infertility world having the opportunity to see the business from different lenses, the lens of a patient and the lens of a customer where I was the COO for the largest fertility network in the Middle East, and the lens of a supplier allowed me to address not only the clinical aspects, but also the emotional and social dynamics, of building families, along with the innovation and advanced technology that ensure access to care and improve outcomes.
After a few years in the field, I transitioned into business, combining clinical expertise with strategic acumen. I now bring 24 years of global healthcare expertise and leadership experience to my role, including managing a quarter-billion-dollar P&L and leading M&A endeavors. My journey has also been shaped by effective collaboration within complex organizations, strategic goal-setting, and international expansion initiatives. My multilingual skills (English, French, and Arabic) and dual nationalities (Lebanese and American) have enriched my ability to navigate diverse markets and cultures.
Staying Motivated in a Dynamic Role
For me, motivation stems from my dual focus: advancing medical innovation and making a real difference in patients’ lives. Every product we develop, every solution we deliver, has the potential to change someone’s story and help people achieve their dream of parenthood. That’s incredibly powerful.
Staying driven in a global leadership role requires balancing a demanding schedule with personal values. I credit my family for keeping me grounded; their support is my anchor. My commitment to a balanced and healthy lifestyle, including my active participation in the F45 High-Intensity Team Challenge, helps me maintain the energy and focus needed for my responsibilities.
Integrating Technology and Empathy
In a field as sensitive as fertility, the challenge lies in integrating cutting-edge technology without losing the patient focus. We can’t just innovate for innovation’s sake. We need to ask, ‘How does this improve the patient journey and the patient outcome? How does it support clinics in delivering better care for their patients?’
At CooperSurgical, we have introduced solutions and services that simplify complex processes, such as electronic witnessing systems and advanced genomic testing. But the real triumph lies in ensuring these innovations are accessible and empowering for patients and clinics alike.
Empowering Women Professionals
As a woman in a leadership role, I am deeply committed to fostering an environment where women can thrive. I have championed initiatives that promote mentorship, career development, and a culture of inclusivity. I believe that diverse voices drive innovation.
Empowerment is about creating opportunities and removing barriers. It’s about recognizing potential and investing in people, providing them with the tools to succeed.
My advice to young women aspiring to lead in healthcare is to believe in your vision and don’t be afraid to take risks. Seek mentors, build your network, and never stop learning. Most importantly, measure your success by the people you uplift, and don’t forget to celebrate the small wins along the way. Overcoming Challenges
My career has not been without its hurdles. Navigating a transition from a regional role to a global leadership position in a traditionally male-dominated industry came with unique challenges. These experiences, however, provided invaluable opportunities to break barriers, challenge biases, and pave the way for greater inclusivity.
Leadership is not just about making tough decisions in difficult times. It’s also about transparency, empathy, and ensuring that those decisions align with the organization’s values and long-term vision. As COO at Fakih IVF, I contributed to a significant industry acquisition and gained hands-on experience in board-level operations, preparing me for my current leadership responsibilities at CooperSurgical.
Board Memberships and Industry Contributions
Beyond my executive role at CooperSurgical, I serve as a board member for MECOMED and AVL Skincare, where I leverage my expertise to drive strategic initiatives and foster industry growth. My involvement underscores my dedication to advancing healthcare and related sectors through collaboration and innovation.
Defining Success and The Future of Fertility
Looking ahead, I see a future shaped by more personalized treatment, increased accessibility, and the integration of AI in clinical decision-making. The next frontier is making fertility solutions available to more people, irrespective of geography or socioeconomic status.
For me, success is about impact. It’s not just about hitting numbers or launching products. It’s about leaving a legacy of innovation, compassion, and empowerment. It’s about the lives we touch and the futures we help create.
As I continue to lead CooperSurgical’s fertility services with vision and heart, I am committed to excellence and inspiration to change fertility care for generations to come.
Redefining Hospitality Excellence: The Leadership of Manuj Ralhan
With over two decades of experience in luxury hospitality, Manuj Ralhan has carved a distinguished career leading some of the world’s most iconic brands, including Oberoi, Taj, Four Seasons, Shangri-La, and Accor. Currently serving as the General Manager of Jaipur Exhibition and Convention Centre (JECC)- Managed by Accor & Novotel Jaipur Convention Centre, he spearheads one of India’s premier MICE (Meetings, Incentives, Conferences, and Exhibitions) and wedding destinations. His leadership philosophy revolves around empowerment, innovation, and an unwavering commitment to exceptional guest experiences.
A Journey of Passion and Purpose
Manuj’s journey into hospitality was driven by an innate passion for creating memorable experiences. Over the years, he has mastered hotel operations, business development, and guest experience management, equipping him with a 360-degree perspective of the industry.
“Hospitality is not just about providing a service—it’s about crafting moments that guests cherish for a lifetime.”
Taking on the role of General Manager at Jaipur Exhibition and Convention Centre (JECC)- Managed by Accor& Novotel Jaipur Convention Centre has been both a challenge and a privilege. Overseeing a property of this scale requires meticulous attention to detail, a deep understanding of event planning, and the ability to balance large-scale operations with personalised service. Under his guidance, the property has become synonymous with luxury, efficiency, and unparalleled guest experiences.
Leadership Built on People and Excellence
Manuj firmly believes that people are the heart of hospitality. His leadership philosophy is rooted in fostering a culture where employees, known as ‘heartists’ at Accor, feel empowered, valued, and motivated.
“Great hospitality is built on great teams. When employees are inspired, they naturally go above and beyond to deliver exceptional experiences.”
At JECC & Novotel Jaipur Convention Centre, his focus on training, recognition, and continuous learning has resulted in a team that is passionate, proactive, and aligned with the property’s vision of excellence.
Sustainability: A Commitment to Responsible Hospitality
Sustainability is a core pillar of Manuj’s leadership at JECC & Novotel Jaipur Convention Centre. His efforts have driven numerous eco-friendly initiatives, including:
- Energy Efficiency: 100% LED lighting, VFDs on all motors, and an upcoming 2.5 MW solar plant.
- Water Conservation: A Two-Stage RO Plant with 85% recovery, water-saving fixtures, and waterless urinals.
- Waste Management: A 500kg/day organic waste converter producing in-house manure.
- Plastic Reduction: Glass water bottling replacing plastic bottles and a major reduction in single-use plastics.
- Green Practices: QR code menus to minimise paper waste and ongoing efforts for Green Key Certification.
“In today’s world, sustainability is not a choice—it’s a responsibility. We must ensure that hospitality not only delights guests but also nurtures the environment.”
His forward-thinking approach ensures that sustainability is not just a buzzword but a fundamental business strategy that enhances guest loyalty and operational efficiency.
Personalisation: Creating Unforgettable Guest Experiences
Manuj’s commitment to personalisation is evident in the meticulous attention to detail at Novotel Jaipur Convention Centre. His team goes beyond standard service to curate unique, memorable moments for guests:
- Celebrity Welcome Experiences: Playback singer Sunidhi Chauhan was welcomed with her hit songs playing in the lobby, while Punjabi singer Rupinder Handa arrived to a display of black Activas—a nod to her famous track.
- Wedding Traditions: Couples signing a wedding deal receive a signature oversized gulab jamun, symbolising an auspicious new beginning.
- Thoughtful Touches: Instant cameras capturing special guest moments, customised dining experiences, and room amenities tailored to individual preferences.
“Luxury is not just about grand spaces; it’s about thoughtful details that make every guest feel special.”
Navigating Challenges with Innovation
Leading a property as expansive as JECC & Novotel Jaipur Convention Centre comes with its share of challenges. From managing large-scale events to adapting to post-pandemic guest expectations, Manuj has continuously innovated to stay ahead.
Key strategies include:
- Embracing Technology: Enhancing digital convenience for guests and streamlining operations.
- Prioritising Safety: Implementing rigorous health and hygiene protocols.
- Fostering Talent: Retaining top industry professionals by creating a culture of growth and recognition.
His ability to transform challenges into opportunities has cemented his reputation as a forward-thinking hospitality leader.
The Future of Hospitality in India
Manuj envisions a future where sustainability, technology, and experiential service define luxury hospitality. With guests becoming more conscious of their choices, properties that integrate responsible practices with seamless digital experiences will lead the industry.
“The future of hospitality lies in sustainability, technology, and human connection. The hotels that master this balance will define the next era of luxury.”
His goal is to position JECC & Novotel Jaipur Convention Centre as a benchmark for modern hospitality, setting new standards in guest engagement, operational efficiency, and environmental stewardship.
Advice for Aspiring Hospitality Professionals
For those looking to excel in luxury hospitality, Manuj offers invaluable insights:
- Master the Fundamentals: Understand operations, guest expectations, and service excellence.
- Stay Adaptable: The industry is dynamic—embracing change is key.
- Build Meaningful Relationships: Networking and mentorship are vital for growth.
- Prioritise the Guest: Genuine, heartfelt service is the cornerstone of success.
“No matter how advanced technology becomes, the essence of hospitality will always be in making guests feel valued and at home.”
Manuj Ralhan’s leadership is a testament to the transformative power of passion, innovation, and people-first hospitality. Through his work at JECC & Novotel Jaipur Convention Centre, he continues to redefine industry benchmarks, inspiring the next generation of hoteliers to elevate luxury hospitality to new heights.
As the hospitality landscape evolves, his unwavering focus on sustainability, guest personalisation, and operational excellence will shape the future, ensuring that every guest experience remains nothing short of extraordinary.
