Exclusive Interview | Satyajit Kotwal, General Manager, The Resort Mumbai
/“Interns or freshers should Keep their eyes & ears open – asking questions & improving knowledge base apart from textbooks: is extremely essential.”
Editor: Tell us about your journey. How did it all start?
I started off as the Hotel Manager at Keys Hotel Temple Tree, Shirdi -- a brand of the Berggruen. Then moved on to join The Resort Mumbai to oversee the hotel’s operations. I have a rich & diverse experience of over 10 years in the Hotel Operations, Human Resources & Training sector. Armed with a degree in hospitality from the Institute of Hotel Management & Catering Technology, Mumbai, I have worked with some of the leading hotels in the country in various capacities.
With a lifelong passion for food, I joined the hospitality sector & has also been associated with several cookery shows. I have shared my love for gastronomy with others when I wrote a cookbook titled The Perfect Indian Khana -- a collection of innovative recipes.
Editor: What do you think it takes to succeed in this industry?
Every day, you come across different situations in the hospitality industry. You need to have adequate skills which are required from a hospitality professional to manage the different roles & handle issues in a smooth & efficient way. Quick thinking, being empathetic & sensitive to the guest’s needs as well as employee’s questions & concerns are the most important attributes in a hospitality professional. The ability to come up with creative solutions, & implement visionary ideas to offer the best outcome is the key to differentiate you & all other candidates in the field of hospitality.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
We always look for a hard-working, dedicated, humble & kind person whenever we select our workforce. These attributes are very important when you are in the service industry.
Editor: What according to you what can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
Industrial Trainees should think of the training opportunity as a “real industry” experience: because it makes or breaks their perception about the Hotels. They cannot just look at it as 3 months / 6 months break from college. Keeping eyes & ears open – asking questions & improving knowledge base apart from textbooks: is extremely essential. Similarly, hotel managers/training managers should look at trainees as prospective employees & train them for future associates.
Editor: What are some of the trends you see impacting the hospitality industry?
We have seen that the year 2020 has tremendously revolutionized digitization in the hotel industry. From digitized customer experience to contactless technology to ensure customer’s safe stay during the pandemic. Another trend that we are seeing is the rise in staycations with people preferring to travel to nearby locations closer to their homes.
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?
Hotels have to ensure that they are delivering a consistent level of security to guests & their possessions, whether they are physical or digital. Most businesses now store the majority of their secure information on computers, which means their IT infrastructure needs to be able to restrict unauthorized access & prevent breaches. All billing systems need to be secure to protect guests’ personal & financial information.
Apart from risk assessment protocol being carried out strictly, we ensure that safety training is being taken by all the departments irrespective of their role. We are planning to have a contactless mobile key for rooms in the future to enhance our customer experience in being a tech-driven property & ensuring their safety during the pandemic.
We also offer working space for millennials who are getting bored to work from home or those who have difficulties to set up a work station at home. All the necessary arrangements have been made like uninterrupted wi-fi connectivity, the comfort of working from our property.
Editor: Two things you would like to change in the industry.
1.If I could, I would change the mindset of guests about the hotel employees -treatment & the culture of how we treat hospitality employees. The hospitality industry is known as being an “entry-level career” in at least our culture. This means you get a lot of high demanding people saying atrocious & unacceptable things to employees & of course getting away with it because it’s just an “entry-level job” for people. I can give you numerous examples of the horrible, rude & disrespectful things customers say to hotel employees & I’m sure every hospitality worker has a few stories.
2. Hotel Industry still does not have a full-fledged technology explosion.
Editor: What can we expect in the coming year?
Due to the pandemic overall business has been badly impacted. It will take time to fully regain from the loss. I am hopeful that once the global travel restrictions ease, we will again see an increase in occupancy especially from the International travellers & MICE (meetings events & incentive travel). Right now, we are depending on domestic travellers & with the extensive Covid-19 vaccination program underway, we expect by next year things will improve gradually & bounce back to normal.
