Exclusive Interview | Pushpita Ghosh Savant, Resort Manager, Tree Of Life Resorts
/ Editor Hospemag Tell us about your journey. How did it all start?
I am Pushpita Ghosh Savant . I come from the Steel City –Rourkela ,Odisa . Completed my hotel management from IIHM affiliated to Edinburgh Napier University – Kolkata and started my Career with Taj Group of hotels .Over the course of 20 years, I embarked on a remarkable journey in the hotel and academic industry starting as a Front office Executive with the Taj Group of hotels and eventually ascending to the Position of Resort Manager heading the Tree of Life Resorts & Spa located in Varanasi. Enhanced my leanings and experiences with being a part of Residency Group, Hilton Group and with IIHM –Goa imparting the experience with the future and enhancing my academic skills. Being a Woman in this field ,I faced unique challenges and opportunities that shaped my career path.
What do you think it takes to succeed in this industry?
There are many factors which are required to succeed in this industry. Highlighted 4points are :
Guest feedback & Continuous improvement – Actively seeking guest feedback through online reviews, direct communication ,surveys ,analyze to identify areas of improvement.
Adaptability and Innovation – This industry been dynamic keeping ahead of trends and changes is crucial.
Online Presence – In today’s digital age ,establishing strong online presence is essential. Create an appealing and User friendly website that showcases your hotel’s USP. Utilize online booking systems, reviews and rating.
Competitive pricing – Pricing strategies play a significant role in attracting guest. Monitor competitive rates and adjust your pricing strategies to remain competitive.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
Technological Literacy – Technological literate will be crucial. Professionals need to adapt new systems ,software and digital platforms. A strong understanding of emerging technologies and the ability to leverage them effectively will be invaluable.
Cultural competence- Involves being sensitive and respectful towards diverse cultural backgrounds, customs and preference to guests. Understanding different cultural norms, communication styles and service expectations will lead to delivery of impeccable service.
Sustainability and Environment awareness – In response to the growing concerns about environment , sustainability and environmental consciousness will be critical skills in the future of hospitality .Professionals who are knowledgeable about sustainable practices,energy efficiency, waste reduction and eco-friendly initiatives will be in high demand.
Emotional intelligence – As this industry focuses on personalized and experiential services, emotional intelligence will be highly sought after skills. Hospitality professionals need to possess empathy , strong inter personal skills and the ability to connect with guest on emotional levels.
Adaptability and flexibility – The hospitality industry is known for its fast paced and unpredictable nature .Future hospitality personals need to be adaptable and flexible in order to thrive in dynamic environments which could be open to new challenges, embracing change and quickly adjusting to evolving customer preferences.
Describe an ideal hospitality professional.
Overall a ideal Hospitality professional is a combination of exceptional interpersonal skills ,customer centricity ,professionalism ,adaptability , and a genuine passion for providing memorable experience to guest. They are the back bone of the industry ensuring that every guest feels valued, respected and well cared for.
Share some of your secrets in keeping an engaged, safe and happy team.
Foster a Positive Work culture – Simply a supportive work culture where employees feel valued and respected with a scope for open communication from team members.
Recognize and reward achievements – ACKNOWLEDGE and APPRECIATE the hard work and accomplishments of your team members like reward and recognition program, town halls, team celebration weeks , which could be monetary incentives, public recognition or other meaningful reward.
Empower & delegate –Trust your team member and delegate responsibilities effectively. Give them the autonomy to make decisions and take ownership in their work. Empower them to contribute ideas and suggestions.
Provide growth & development opportunities – Invest in the professional development of your team member by offering training program, workshops or career advancement.
Lead by example – Have always believed this. As a leader demonstrate the quality and behaviors you expect from your team. Be approachable , supportive and lead with integrity.
How do you think AI will impact our industry?
AI is going to have a significant impact on the hospitality industry transforming various aspects of the industry. Here are few:
Personalized guest experience –AI can analyze vast amounts of customer data ,such as preference booking history ,feedback and create personal experience for guest. Help in customer inquiry ,make recommendations and assist with bookings.
Efficient operations and cost reduction – AI can optimize various operational processes such as inventory management ,pricing strategies, resource allocation.
Streamlined check in and check out process – AI can automate and streamline the Check in and Check out process .Self check in Kiosks automated with AI technology can verify guest identities, process payments, provide room keys enhancing operational efficiency .
Efficient housekeeping and maintenance – AI powered robots can be used for tasks such as cleaning , restocking supplies and delivering items in guest rooms reducing workload on staff and improving work efficiencies.
Hard work yields rewards, especially in an industry witnessing constant growth and a persistent demand for highly skilled and experienced hospitality professionals.
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.