“While we continue to navigate these challenging times of COVID era, it is important for us to explore the possibilities to emerge from this challenge by finding innovative new ways to impress customers. It is also equally important to create an environment where people can bring their whole self to work each day- so they can be their best and therefore better care for other which help in building high performing, inclusive teams, with thriving talent so they can deliver on organization purpose and ultimate success”

— Ritesh Mishra

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

A journey of a thousand miles begins with a single step….with a fresh start, then be inspired and your attitude- that’s actually making a difference and encourage you to bring your purpose to life!

July 2006 – it was a busy one for me when I started my new job as a Recruiter – Corporate Functions for Integrated Technologies. However, it was my first job, but I was responsible for profile screening for Non- It skills for various demands at the corporate level and senior management level across the northern region. Regardless of extreme work pressure at the initial stage of my career, I always kept myself motivated and engaged because life is all about learning and complex assignments always enable you to think beyond of your imagination in a short span of time.

Well, I am not a Hotel Management Graduate but it has been almost 13 years of amazing journeys in this Industry. Some of the memorable moments for me to receive the Travel with Purpose Action Grant in Hilton for twice in a row and Gender Diversity Champion for HGI Lucknow. We opened HGI Lucknow with more than 35% of women workforce in the manning ratio of 0.5.

I have been associated with renowned hospitality brands like Carlson, Hyatt and Hilton and fortunate to witnessed six pre-opening assignments including of DoubleTree by Hilton Agra, Hilton Garden Inn Lucknow, Hyatt Regency Dharamshala Resort and DoubleTree by Hilton Jaipur Amer.

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

A career in the hospitality industry is one of the most inspiring and challenging professions today. The basic requirement is to have a Diploma or ideally a Bachelor’s degree program in Hotel Management or Tourism.

I strongly believe that the most important factors to succeed in this industry are a positive attitude, dedication, commitment, flexibility and a passion for people.

Especially for a leadership role, a person should walk the talk organization values and lead an influential role of managing change to contribute business performance to add value by practising servant leadership.

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

I always look for attitude and this is the most important factor for selecting a candidate. I also screen candidates based on behaviour, which helps in determining skills relevant to the role.

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

Our industry is going through unprecedented times due to the Covid-19 pandemic. While we continue to navigate these challenging times, it is also equally important for us to explore the possibilities to emerge from this challenge by adapting necessary changes in our standard practices and to and become stronger as soon as possible. COVID era is finding innovative new ways to impress customers. In terms of food and beverage delivery, bars are exploring ways to bring drinks to customers’ houses, while restaurants are increasingly offering extras, whether that means including candles, free food, or QR codes with Spotify playlists. Eventually, the domestic market and business have improved and improving. Nowadays every trend is based on safety & Hygiene and precautions from Covid-19. Any special rules considering the safety and hygiene need to be in place clear ahead of time and enforced to make people feel safe. Aside from removing friction and improving the guest experience, the coronavirus pandemic has also increased demand for contactless payments.

Many restaurants and establishments offering food have adapted to the COVID-19 situation by increasing food and beverage deliveries, allowing guests to enjoy something akin to the restaurant experience at home. Often, this means accepting telephone and online orders, delivering quickly and offering contactless deliveries.

Mobile check-in service is one of the most useful hospitality trends for reducing the need for human-to-human contact and this is an especially important concept within the context of the COVID-19 pandemic and the associated efforts to contain the virus.

In addition to the above, it is essential to develop a structured process and environment to promote a range of skills and knowledge so that our employees can work efficiently and easily in different departments.

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?

Technology governs every aspect of what we are doing and benefits are immense. We have to ensure that all technology enhancements seamlessly introduced and that they do not complicate the experience for our employees and guest.

For eg. “Digital Key” in Hilton hotels opens, any door for its guest’s one would normally access with a key card. This includes room, elevators, side doors, the fitness centre, and even the parking garage.

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

1) Bringing youth in hospitality: School-to-work transitions of youth in our industry are not so easy at all. Beginners are struggling to enter into this profession.

In my view, college fresher are more adaptable, we can train them according to our job specifications, and since they are into the learning phase, they can acquire the desired job skills easily and quickly. In my last three pre-openings assignments, I purposely hired 60% of college fresher’s at entry levels.

It is essential to maintain a balance by bringing youth in hospitality and engaging them, otherwise, we will face a lack of young talents in future.

2) Driving with diversity: We believe that businesses can only benefit by successfully attracting both men and women to their workforce and also diversity brings together varied perspectives, produces a more holistic analysis of the issues a company faces and stimulates greater effort, leading to improved decision-making. More women at work will encourage women empowerment and gender sensitization at the workplace. Our key focus should be to drill down into the hiring plan with some hard and some soft targets. Besides hiring women in the traditional roles of housekeeping and front office, we should maintain a good ratio in other departments like security, engineering and that too in functional roles. We should also have flexibility in working hours at the workplace. These initiatives will certainly turn to be a boon in disguise and create a positive impact on society.