Next, meet Smita Rai, the calm at the centre of the Karmaverse, a Karma Concierge staff member who turns listening into an art, and every interaction into a memory that lasts.
You’re known as the top performer on the Concierge team – what’s your secret sauce to keeping Karma Members happy?
Honestly, I just listen and treat every member like a friend, while maintaining professionalism. I try to understand what they really want- not just what they say they want. And I make sure they feel taken care of from start to finish.
What drives you every day in your role as a Concierge?
I love helping people create memories. Travel is personal and being part of someone’s special moments is what keeps me excited every day.
How do you turn a potentially stressful member situation into a five-star experience?
I stay calm, listen carefully, and focus on solutions. A lot of the time, people just want to feel heard. Once they know l’ve got their back, things usually smooth out.
What does “exceeding expectations” mean to you – and how do you live that at work?
To me, it’s doing something extra without being asked.
If you could teleport one Karma Member to your favourite destination – where would it be and why?
Bali-no question. There’s just something magical about the energy there. It’s relaxing but also has so much culture and beauty.
Where is your dream Karma Group destination – one you haven’t visited yet – and why’s it on your radar?
Karma Kandara, Bali. I’ve seen the photos and heard the stories – It’s been on my wish list forever. That mix of history, sea views, and Karmaverse luxury? Yes, please.
What’s one destination that surprised you – and how?
Goa! I thought I knew it, but discovering the quieter side, the local spots, the hidden beaches, it felt like a completely different world.
Describe your perfect Karma holiday in three words.
Relaxed, luxurious, effortless.
What do you think makes Karma resorts stand out from other luxury travel brands?
It feels personal. Members aren’t treated like bookings – they’re treated like part of the family.
You’ve completed 2 years at Karma – what’s changed most in your journey since Day 1?
I’ve grown a lot -in confidence, in problem-solving, and in understanding people better. Karma feels like home now.
How do you stay calm and collected under pressure, especially during peak travel seasons?
I take a deep breath, prioritise, and remind myself it’s okay to ask for help when needed. Teamwork is everything.
What’s your proudest moment as a Concierge so far?
A member once called to say I made their 25th anniversary trip unforgettable-they were very happy. That moment has stayed with me.
What do you do to unwind after a day of booking dream getaways?
I binge old Taarak Mehta Ka Ooltah Chasmah episodes and have a nice dinner.
When you’re not curating Karma magic, where would we find you – and what would you be doing?
Somewhere between Ooty and Coorg, chilling in the greens.
