“I would like to change the exploitation of line-level staffs which still persists in most of the organization despite Labor laws. Working in the hospitality industry means long hours and less personal life. It can be seen in most places that they are not rightly compensated- monetary wise or any other way.”

— Pratibha Shrestha

Editor: Tell us about your journey. How did it all start?

My hospitality journey started with an opportunity which I felt was worth exploring. I come from a non-hospitality background (Master in Economics) and was occupied with two jobs in Nepal when I got the opportunity to join Six Senses in 2008 as a training intern for 3 months with a possibility to get a permanent contract. There was a risk to leave 2 permanent jobs to get one probable permanent job abroad in a different field than I was in. I took the risk and grabbed the opportunity. I never had to look back after that and climbed the ladder up to Human Resources Manager from being a training intern.

My journey to Human Resources Manager has seen me taking different positions like Training Coordinator, Administrative Executive, Manager in Training- HR, Assistant HR Manager and finally HR Manager.

Editor: What do you think it takes to succeed in this industry?

Hospitality is about human emotions and that is the most important factor. While giving your full effort on whatever you do, be genuine, be passionate and constantly innovate then nobody can stop you. You will outshine others with these characters and definitely leave a mark with success kissing your feet.

Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?

Attitude, passion and self-presentation are the attributes I look for during the recruitment process.

If someone wants to work with me, they have to give 100% (or more sometimes) effort on whatever they do. Be passionate, innovative and empathetic to staff needs.

Editor: What are some of the trends you see impacting the hospitality industry?

In this current scenario of COVID -19, health and safety is the prime factor impacting the hospitality industry.

Besides this, I can see an increasing interest of people in wellness and sustainability is impacting the hospitality industry. People are becoming more aware now and want to be a responsible guest leaving as low impact as possible to the environment whilst travelling. More and more people are getting inclined to overall wellness during holidays too. Gone are the days when you say cheating on holidays and just eat unhealthily and enjoy as if no tomorrow. Guests are more self-conscious. As I worked in the Maldives I am answering this through my experience there. Wellness activities like yoga, gym with instructor, healthy options in the menu other wellness activities on the weekly calendar is the must for the guests now. Hotels should change their strategies to meet this demand to sustain in the industry.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?

Everyone loves recognition and the software that helps the hotels recognize the guests, their preferences and their special events is the most important one at this time. Opera is mostly used for this purpose in the hospitality sector. Besides this, online platforms like review pro which collates guests feedback from all the online sources, ‘at your wish’ software which helps to record guests maintenance issues, arrival and departure time etc, micros software for food and beverage orders and storage in stores

Editor: Two things you would like to change in the industry.

Hiring Process- in most of the places, staff are hired depending upon their qualification and experience and the other attributes like attitude, passion gets on the side. This restricts the bright inexperienced people to enter the industry. All HRs should be liberal on this and should not hesitate to take risks if you find the right talent

The exploitation of line-level staff - Working in the hospitality industry means long hours and less personal life. Undoubtedly line staffs are the ones who handle the floor until the last guests leave and work tirelessly for long hours. It can be seen in most places that they are not rightly compensated- monetary wise or Any other way. Labour laws are there but very few are following and compensating their staffs accordingly. Proper compensation for these frontline heroes should be practised everywhere.

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