In this episode of the Create Wealth podcast, Kapil Chopra—former President of Oberoi Hotels—shares his journey of walking away from a ₹5 crore salary to build Postcard Hotels, a luxury hospitality brand obsessed with customer experience. From disrupting check-in norms to launching India’s most expensive wine, Kapil offers a masterclass in building world-class hospitality and scaling with purpose. He also discusses his role in EazyDiner and what truly matters to India’s wealthiest travellers.
Highlights
Kapil’s early life and Oberoi journey: From a Delhi boy who couldn’t crack medical exams to becoming the President of Oberoi Hotels.
Lessons from Mr Oberoi: The “Founder’s agenda” and how it shaped Oberoi’s service-first ethos.
The 4-step service framework: Kapil’s playbook for customer delight—warm welcome, anticipatory service, zero-defect delivery, fond farewell.
The Postcard Hotels origin story: Why Kapil left a $1M job to create a luxury Indian brand for global travellers.
Building vs buying hotels: Breaking down Postcard’s propco–opco model and asset-light growth strategy.
Competing with Swiggy and Zomato: How EazyDiner stayed profitable and carved a premium niche despite bigger rivals.
Radical customer-first policies: No check-in/check-out times, anytime breakfast, and unlimited regional cocktails.
Insights from India’s affluent: What HNIs really want—respect, time, and human connection, not just opulence.
Kapil Chopra | Founder, Postcard Hotels and Eazydiner | Former President, The Oberoi hotels
