Exclusive Interview | Shailesh Jaiswal, Assistant Housekeeping Manager, Conrad Abu Dhabi Etihad Towers
/“In essence, an ideal hospitality professional is someone who combines skill, dedication, and a genuine sense of care.”
Tell us about your journey. How did it all start
I hold a degree in Hotel Management from IIHM Kolkata, which laid a strong foundation for my career in the hospitality industry. I began my professional journey as a Housekeeping Supervisor with Taj Chandigarh, where I developed key skills in managing day-to-day housekeeping operations.
An exciting milestone in my career was joining the pre-opening team of Emaar Palace, Old Town, where I played an integral role in launching and establishing the property. I further enriched my experience by working with renowned hospitality brands such as The Ritz-Carlton Dubai, Millennium Hotels, and Rotana, consistently building expertise in luxury service standards and operational excellence.
Currently, I serve as the Assistant Housekeeping Manager at Conrad Abu Dhabi Etihad Towers (a Forbes 5-Star property). In this role, I oversee housekeeping operations and lead a dedicated team to ensure the highest standards of cleanliness, efficiency, and guest satisfaction.
What is your favorite interview question & why?
Can you tell me about a time when you faced a challenging situation at work and how you handled it ?Why I Love This Question:
Real-World Problem Solving
Behavioral Insight
Self-Awareness and Reflection
Stress and Conflict Management
Communication and Emotional Intelligence
Some of your secrets in keeping an engaged, safe and happy team:
Open Communication. Encourage Transparency: I make sure that communication within the team is open and transparent. Regular meetings and feedback sessions allow team members to voice their opinions, share ideas, and discuss any concerns they may have.
Active Listening: I ensure that everyone feels heard and valued by actively listening to their concerns or suggestions. This fosters trust and strengthens team morale.
Provide Opportunities for Growth. Training & Development: Regular training sessions help employees improve their skills, stay updated with industry trends, and feel confident in their roles. This boosts their job satisfaction and engagement.
Career Advancement: Encouraging team members to pursue further growth within the company by offering clear career paths helps them feel motivated and invested in their roles.
Recognition & Appreciation. Acknowledge Efforts: I make it a point to regularly acknowledge and reward hard work, whether it’s through small gestures, public recognition, or incentive programs. Recognizing achievements motivates employees and boosts morale.
Celebrate Milestones: Celebrating personal or professional milestones such as birthdays, work anniversaries, or special achievements creates a positive atmosphere and shows that you care about their well-being.
Promote Team Collaboration. Foster a Collaborative Environment: I encourage teamwork by organizing group activities, team-building exercises, or cross-department collaborations. This not only strengthens relationships but also improves problem-solving and work efficiency.
Delegate Responsibly: I trust my team members with responsibilities that suit their strengths, which helps them feel empowered and valued in their roles.
Prioritize Well-being and Safety. Health & Safety Protocols: Ensuring a safe work environment is paramount. I make sure to implement all necessary health and safety standards and provide the team with any tools, training, or resources they may need to stay safe.
Work-Life Balance: I emphasize the importance of maintaining a healthy work-life balance and offer flexible work arrangements whenever possible. A well-rested and happy team is more engaged and productive.
Lead by Example. Positive Attitude: I always strive to maintain a positive and approachable attitude. As a leader, my behavior sets the tone for the team, so I make sure to model professionalism, empathy, and enthusiasm.
Supportive Leadership: I am always there for my team, offering guidance, support, and encouragement. Providing mentorship helps build trust and motivates them to perform at their best.
Inclusive Work Culture. Diversity & Inclusion: I ensure the team feels welcome, regardless of their background. By promoting a diverse and inclusive environment, employees feel respected, valued, and motivated to contribute their best work.
Fostering Respect: Creating a workplace culture where respect and kindness are at the core of interactions ensures that everyone feels safe and supported.
Reward and Incentivize. Bonuses and Rewards: Regular incentive programs or performance-based bonuses keep the team motivated to go above and beyond in their roles.
Non-Monetary Rewards: Simple acts of kindness like extra time off, small personalized gifts, or even a thank-you note can make a huge difference in maintaining morale.
By implementing these strategies, I aim to create a work environment where the team feels supported, motivated, and part of a greater mission. A happy and engaged team directly contributes to the success of the hotel and the satisfaction of our guests.
What are the attributes you look for while selecting or hiring?
When selecting or hiring for a team, especially in the hospitality industry, I look for a combination of technical skills, personal qualities, and a strong cultural fit. Here are the key attributes I prioritize:
1. Positive Attitude. positive attitude is essential in hospitality. I look for candidates who are enthusiastic, approachable, and maintain an optimistic outlook even in challenging situations. A positive demeanor creates a welcoming environment for both guests and colleagues.
2. Strong Communication Skills. Effective communication is crucial in hospitality. I seek individuals who can communicate clearly, both verbally and in writing. They should be able to listen actively, convey information efficiently, and adapt their communication style to different audiences (guests, team members, etc.).
3. Adaptability and Flexibility. The hospitality industry is fast-paced and often unpredictable. I value candidates who are flexible and can handle changing circumstances or unexpected challenges with ease. Being adaptable also means they can thrive in different roles or work environments.
4. Teamwork and Collaboration. The ability to work effectively with others is critical. I look for candidates who demonstrate strong teamwork skills, are collaborative, and can maintain harmony within a diverse team. Working together to deliver excellent service is at the heart of the hospitality experience.
5. Attention to Detail. In hospitality, the little things matter. I seek individuals who are detail-oriented and committed to delivering high-quality work. Whether it's ensuring a guest's request is met or maintaining the cleanliness of a room, attention to detail ensures consistency in service.
6. Problem-Solving Skills. The ability to think on their feet and find solutions is crucial. I appreciate candidates who are proactive and can troubleshoot issues quickly, whether dealing with guest concerns or operational challenges. Problem-solving is key to maintaining smooth operations.
7. Customer-Centric Mindset. Hospitality is all about delivering excellent guest experiences. I look for individuals who genuinely care about customer satisfaction and are dedicated to going above and beyond to meet guest needs. A service-oriented mindset ensures every guest feels valued.
8. Cultural Sensitivity and Empathy. Given the diverse nature of the hospitality industry, it’s important that candidates are culturally sensitive and empathetic. They should respect diversity and interact with guests and colleagues from various backgrounds in a respectful and understanding manner.
9. Strong Work Ethic. Dedication to the role and a strong work ethic are essential. I value candidates who are reliable, punctual, and show a genuine commitment to their responsibilities. A strong work ethic leads to consistency and reliability, which is crucial for both team morale and guest satisfaction.
10. Professionalism and Integrity. Integrity is non-negotiable. I look for individuals who are trustworthy, honest, and act with professionalism in every interaction. They should also understand the importance of maintaining confidentiality, especially when handling sensitive guest information.
11. Passion for the Industry. I seek individuals who are genuinely passionate about hospitality and the experience they provide. A passion for the industry will drive them to deliver their best work and continue to learn and grow in their careers.
12. Experience and Skills. While not always essential, previous experience in hospitality or a related field is often a bonus. However, I also look for transferable skills, such as multitasking, time management, and customer service expertise, that can apply to various roles within the hotel.
Describe an ideal hospitality professional
A ideal hospitality professional embodies a perfect balance of technical skills, emotional intelligence, and a genuine passion for service. They are not only well-versed in the operations of the industry but also bring a personal touch that makes guests feel valued and appreciated. Here are the key characteristics that define an ideal hospitality professional:
1. Customer-Centric Attitude. The ideal hospitality professional is always focused on the guest. They go above and beyond to ensure that every guest's needs are met and that their experience exceeds expectations. They listen attentively, offer personalized service, and respond to concerns with empathy and efficiency.
2. Excellent Communication Skills. Communication is key in hospitality. An ideal professional communicates clearly and effectively with guests, colleagues, and management. Whether it’s providing information, handling complaints, or collaborating with team members, they can articulate their message with warmth and professionalism.
3. Adaptability and Problem-Solving Skills. The hospitality industry is dynamic and fast-paced. An ideal professional must be adaptable to changing situations and be able to think on their feet. They are proactive in addressing challenges and can quickly find creative solutions to guest issues, ensuring smooth operations even in unpredictable circumstances.
4. Empathy and Emotional Intelligence. Empathy is at the core of an ideal hospitality professional. They understand the needs, feelings, and expectations of guests and are able to respond with kindness and compassion. Emotional intelligence also helps them manage their own emotions in stressful situations, contributing to positive interactions with both guests and colleagues.
5. Attention to Detail. Small details make a big difference in hospitality. An ideal professional is meticulous, noticing the things others might miss—whether it's ensuring that a room is perfectly cleaned, that the guest’s preferences are remembered, or that the service is timely and accurate. This attention to detail elevates the guest experience.
6. Professionalism and Integrity. An ideal hospitality professional always maintains the highest standards of professionalism. They are dependable, punctual, and take responsibility for their actions. Integrity is crucial; they handle confidential information with care, keep promises, and never compromise on ethical standards.
7. Team-Oriented. While hospitality professionals must have the ability to work independently, they also thrive in a team-oriented environment. They collaborate with colleagues, support one another, and contribute to a positive and productive workplace. They understand that the success of the team leads to the success of the guest experience.
8. Passion for the Industry. An ideal hospitality professional has a genuine passion for the industry. This passion drives them to continuously improve their skills, stay informed about industry trends, and create memorable experiences for guests. They find joy in making others feel welcome and valued.
9. Cultural Sensitivity. The ideal hospitality professional is culturally aware and respectful of diversity. They are able to connect with guests from various backgrounds and adapt their communication and service style to meet the diverse needs of people from around the world.
10. Resilience and Stress Management. The hospitality industry can be demanding, and an ideal professional remains composed and resilient under pressure. They are able to manage stress effectively, handle multiple tasks without becoming overwhelmed, and maintain a calm and focused demeanor in challenging situations.
11. Leadership Qualities (for Managers). For those in leadership roles, the ideal hospitality professional also demonstrates strong leadership abilities. They inspire and motivate their team, provide guidance, and ensure that everyone is aligned with the organization's goals. They foster a supportive environment and encourage the growth of their team members.
12. Desire for Continuous Learning. The best hospitality professionals are lifelong learners. They actively seek out opportunities to grow, whether through formal training, attending industry conferences, or learning from their experiences. This mindset ensures they stay at the forefront of the ever-evolving hospitality industry.
In essence, an ideal hospitality professional is someone who combines skill, dedication, and a genuine sense of care.
