Exclusive Interview | Anupriya Biswas, Rooms Division Manager at Hyatt Regency Dehradun
/“To succeed in the hotel industry, it takes exceptional customer service, attention to detail, hard work, efficient operations, and continuous improvement.”
Tell us about your journey. How did it all start?
I started my career as an associate in the housekeeping department of The Oberoi Grand, Kolkata. I began by performing entry-level tasks, such as making guest rooms, coordinating on desk and ensuring that guest rooms were clean and well-maintained.
Over time, I showed a strong work ethic and dedication to my job, which caught the attention of my supervisors. I was given opportunities to take on additional responsibilities, such as training new associates and handling guest complaints.
I continued to excel in my role and eventually joined Hyatt as team leader, where I was responsible for overseeing the work of other associates and ensuring that department goals were met.
As I gained more experience and knowledge, I was given more significant responsibilities, such as managing budgets, developing, and implementing new policies and procedures, and leading department- wide initiatives.
I was part of 2 pre-opening hotels and worked with 3 different hotel companies in my entire career span of one and half decades.
I was recently promoted to the position of Rooms Division Manager at Hyatt Regency Dehradun. In this role, I oversee all aspects of the department, including guest services, housekeeping, front desk operations, Spa and Recreation department. I am responsible for developing and executing departmental strategies, managing budgets, and ensuring that the department runs smoothly and efficiently.
What do you think it takes to succeed in this industry?
To succeed in the hotel industry, it takes exceptional customer service, attention to detail, hard work, efficient operations, and continuous improvement.
Share with us 5 skills that you think will be critical for a hospitality career in the future?
● Technological proficiency
● Multilingual proficiency
● Emotional intelligence
● Sustainability knowledge and practices
● Flexibility and adaptability
What is your favorite interview question & why?
“Can you tell me about a time when you went above and beyond to provide exceptional customer service?”
It allows the candidate to demonstrate their ability to provide excellent service while also highlighting their problem-solving skills, creativity, and dedication. It also provides insight into their communication skills and ability to handle challenging situations, which are crucial in the hospitality industry.
What are the attributes you look for while selecting or hiring?
● Problem solving skills
● Strong work ethics
● Leadership skills
● Discipline
Share some of your secrets in keeping an engaged, safe and happy team?
● Trust your team
● Appreciate good work
● Open communication & feedback
● Live business: share business info to keep team updated & motivated
What is the one app / tech solution you would love to see?
A comprehensive platform that integrates all aspects of a hotel’s operations, from customer service to housekeeping to HR and training. This platform could include features such as real-time guest feedback, automated task management, and personalised training modules for employees.
