Exclusive Interview | Naveen Vaishnav, General Manager, Harayali Hotels
/“The association at the local, regional and national level to be so strong that they can protect the business and individual attached.”
Editor: Tell us about your journey. How did it all start?
“A Hotelier” since 2001 Post completion of 12 h in year 1998 subject commerce from St. Pauls School, Udaipur I moved to be a graduate in HM from Institute of Advanced Management, Kolkata in year
Have been in the industry from last 19 years, I hold a rich diverse cross functional experience in Luxury / Upscale hotels, ranging from departments & position as Management Trainee, F&B Service Assistant to Supervisor, Concierge, Duty Manager to Front Office Manager, Entrepreneur, heading educational institute, Learning & Development manager to current designation as General Manager. As true hands on leader, I am not afraid to jump in and assist wherever I am needed, and will do everything I can to deliver results that will contribute to the overall vision and success of a business. I possesses an analytical and expedient approach to problem solving which always results in a win/win resolution for all parties. I hold self assurance that enables goals to be achieved, and is constantly looking to introduce new products and services that will meet the needs of tomorrow's savvy global travellers
Editor: What do you think it takes to succeed in this industry?
Consistent Service with warm heart, we all work in peoples industry until and unless you connect with people by serving/helping them with a warm heart you are not in their story. Once you have been in their story through your service you have gained their loyalty for life.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Hiring is a gamble, you never know a fresh graduate from a lesser known college is more passionate at work in comparison to a graduate from a top college. When recruiting I pay attention, to a person’s overall personality, his/her grooming (these days missing at large with many fresh graduates), pleasing personalities, his/her presence of mind during interview (hospitality is also about engagement & entertainment) can he/she able to narrate a story, trade/industry questions if he/she is not able to answer or have answered wrong is absolutely fine as one can learn those while at work, last but not least should be passionate of becoming a hotelier.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
There are many attributes written and explained, if you genuinely follow these 3 it make you stand apart from the crowd and once in sync with these other attributes are easy to get in. Persona – Carry your genuine smile, greet everyone irrespective of designation they hold, don’t fake your personality be the real you. Initiative – Treat every opportunity as a sign to secure your job post your college, so grab it learn it and grow. Punctuality – Be on time at work and finish the task assigned in the given time frame, follow the clock and it lays a foundation in you to be a leader.
Editor: What are some of the trends you see impacting the hospitality industry?
Change – Things become absolute and changing very fast, so one need to hold an analytical approach towards change. One should keep exploring but not to confuse with lot of ideas. IT – Information Technology and AI is grabbing a lot of space, they are required as they give you data for an analytical understanding of what your guest need.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
Review Pro – Through this you get first-hand information on what the trend is going and how your property is performing against your competition. Introduction of gadgets & program enabled with AI help hotels these days to retain loyalty of the guests, be it a smart Key to access room & facilities of the hotel, a smart TV in the room, a high speed wifi network etc.
Editor: Two things you would like to change in the industry.
The association at local, regional and national level to be so strong that they can protect the business and individual attached. Leaving a few international hotels, the work life balance of an individual is negligible in almost all the hotels, the long working hours, weekly offs etc are of least priority.
Editor: When do you see business coming back to normal?
What is the new normal for your property in terms of Covid19 I expect things moving in positive direction only by Diwali this year. New Normal at Hariyali Resort, Kota – will be maintaining highest level of hygiene standards, new QR menus and continuous training of all team members.
