Exclusive Interview | Payal Joshi, Room Division Manager, Doubletree by Hilton Bengaluru Whitefield
/ Editor HospemagTell us about your journey. How did it all start?
I was keen on joining hotels from the age of 14. Had seen a programme on the television about Hotel Management, during my school days and was quite fascinated. Gradually got to know more about the courses through a couple of my father’s friends whose kids had done Hotel Management and the interests grew.
However, I also was preparing for Engineering along with my 11 th and 12 th standard studies. I gave entrance exams for both Engineering and Hotel Management and got seats for both and eventually decided to go the hotel way! I started my career as a Banquet Sales Coordinator with ITC Fortune Ahmedabad, after completing my B.Tech in Hotel Management. But within a span of 8 months moved to Taj President as a Housekeeping Supervisor since working in Mumbai and with an iconic hotel like that was something I really didn’t want to let go. Since then the journey of Rooms Division commenced!
What do you think it takes to succeed in this industry?
I think passion, patience, perseverance and people are the key to success in this industry. While the first three are your personal traits as an individual but when it comes to people, then, the ability to build a great team that helps you grow is equally important. So for me it’s the 4 Ps.
What does the future look like? For the industry, you, your project / initiative.
Hospitality industry is ever evolving. The future of hospitality industry is inclined towards ensuring:
Personalized services
Increased use of technology
Emphasis on sustainable and eco-friendly practices
Increased awareness on health & safety
We already have incorporated the use of advance technologies in the hotels, wherein the team can clear rooms through their smartphones, where guests can check-in and access their rooms through digital keys. Technology has not only made things easy for guests but also increased the work efficiency of the team and introduced a smarter way to carry out daily operations.
With regards to sustainability and eco-friendly practices, the industry is big on reducing the use of single use plastic to begin with and introduce sustainable options like, water bottling plants in the hotels, use of bamboo/corn starch made guestroom amenities like tooth-brush, combs, etc. QR codes have replaced menu cards and service directories. Emphasis is also on personalised service, ensuring the extra level of comfort and warmth that a guest would experience in the hotels. Introduction of healthy food options for guests and personalising their preferences. Last but not the least, enhanced security and safety procedures for guests.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
When you have a vision, it becomes important for you to ensure that your team and peers also believe in that vision the same way you do. This takes a lot of efforts since it involves not only the vision but also the process. Getting all the resources and people on board to turn a vision into a reality is the most crucial part. Planning, delegation and execution follow once your goal and steps to achieve that is defined.
Divide the goal into smaller targets and have a time frame for completing them. This leads to getting all the fragments in together for forming the final composition.
Share some of your secrets in keeping an engaged, safe and happy team.
I very strongly believe that if you work towards ensuring that your team is empowered enough to take required necessary decisions at their level of operations then you have a happy and strong team. The trust that this aspect builds within the team is a catalyst to new ideas and innovations. I also believe that promoting talent and keeping the team motivated to do their best at all times helps them grow both professionally and personally. And the most important is having an open communication with your team at all levels.
Eating butter out of my grandma's hands while she churned home made white butter every morning for breakfast. Having that when I was three, I clearly remember it. The love had a lot of flavour, better than the ingredients.
Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t.
EXCELLENCE Is NOT an ACT, But a HABIT!
An ideal hospitality professional is characterized by a combination of interpersonal finesse, a genuine passion for hospitality and to diverse situations, a keen eye for detail, and a commitment to continuous learning.
The pivotal turn came in 2011 when I assumed the role of Head Housekeeper at Denis Private Island in Seychelles, marking a significant milestone in my career. Throughout my journey, I’ve had the privilege of spearheading the opening of three notable pre-opening projects, encompassing housekeeping and laundry management. These ventures spanned across two international locations and one in India, each adding a distinctive chapter to my professional repertoire.
In pursuit of a holistic approach to dining, the year 2024 will witness a surge in the popularity of balanced meals. The concept of Thalis, featuring a diverse array of nutrients, will transcend specific cuisines, becoming a prevalent trend.
Hotel managers and operating managers should have a strong grasp of understanding cash flow and flow through. This skill involves the ability to track and manage the movement of cash into and out of the business, and more importantly, to understand and maximize the "flow through" rate.
How well you engage and communicate with the customer while ensuring the organization’s values and vision are upheld all the time is the key here.
My advice to someone aspiring to be a Hotel General Manager is to cultivate a diverse skill set, continuously seek learning opportunities, develop strong leadership abilities, prioritize guest satisfaction, and always lead by example with integrity and passion for the industry.
Working in different countries provides students with a broader perspective and exposure to diverse cultures, which is valuable in the hospitality industry.
Each recipe is a creative genius of someone who is willing to think out of the box and that is an important characteristic that a chef should possess and be able to appreciate that same quality in others.
We are continuously evolving to meet the changing needs and preferences of our guests, leveraging technology and innovation to enhance the guest experience. Our focus on sustainability and community engagement is also a key part of our future vision.
The hospitality industry scenario in India is moving quickly. My advice is to stay flexible and keep learning. Change is good, whether it is in tech or in what our guests need. The heart of hospitality, making guests feel at home, will always be the same. Keep improving your people skills and your passion for service. The future looks promising, and I’m excited to see how newcomers will shape it.
In a conversation with Hospemag, Gaurav Bhardwaj, the proprietor of BENO, a distinctive breakfast café-bar located in Benaulim, a coastal village in South Goa, reveals insights into his careful curation of India’s largest gin bar at BENO. He discusses the process of putting together and showcasing the various gin brands at the bar, the uniqueness of the breakfast café-bar concept, the diverse menu and how these factors position BENO as a formidable player in Goa’s culinary scene.
To succeed in the hotel industry first you have to be passionate and stubborn. Believe in yourself, just focus on your goal with consistency.
I think to be a successful Chef one needs to have presence of mind as we are playing with different ingredients and we should understand them better and their combinations apart from a passion and love for cooking.
One of the highlights of my journey has been the involvement in the preopening phase of several hotels. This exposed me to the challenges and excitement of setting up a new property, honing my skills in strategic planning and operational execution.
Homemade and handpicked ingredients have become our identity in the process of balancing healthy options and top-notch taste. We prioritize quality ingredients, culinary innovation, and a cozy cafe ambiance.
Arjun Waney and Danny Meyer, I admire them the most. Arjun and Danny are more than just restaurateurs – they’re architects of experiences.
It is important not to give in to failures. We all have our good and bad days. A great guest comment can make your day.
Resilience is key—weathering challenges while upholding service standards. Above all, it's a passion for growth that keeps the industry moving forward, embracing innovation and striving for constant improvement.
Luxury Hospitality will mean more high end technologies, so the guests will be overwhelmed with joy! In the rooms, in restaurants, spa, gym, pools, banquet, and more… As well I would love to see the front desk disappear, so people do not have to do check-in and check-out. Meals could be order by looking at an interactive photos system on an IPad placed in the rooms, and orders will go directly to the concerned kitchens.
We are continuously working around ideas that have a touch of luxury & the warmth of home setting us apart from other functioning brands & their services.
We in our Institute are also trying to build a work culture for our students, where we invite the industry for weekend jobs for our students. This initiative called "Weekend Skilling" was well received this year and 70 of our students were selected.
A successful chef is like a passionate artist in the kitchen. They make delicious meals that make your taste buds dance.