Exclusive Interview | Shiju Nair, General Manager, Clarks Hotels & Resorts
/“I always look for people who know their job and ready to learn more, we are moving more towards multi skilled team members, who have the hospitality attitude. I believe skills can be taught but not attitude.”
Editor: Tell us about your journey. How did it all start?
From my childhood itself, I had a attraction & curiosity towards different cultures, lifestyles and their Habits, may be because Of my childhood & teenage life in military camps ,where you get the true essence of diversity….and since I am a travelling freak, I chose my journey in luxury hotel and resorts.
Editor: What do you think it takes to succeed in this industry?
Passion in creating a wow moment in your guests life.
Consistency in delivering
Acceptance to changes
Anticipating Skills
Good financial knowledge
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 people who know their job and ready to learn more, we are moving more towards multi skilled team members, who have the hospitality attitude. I believe skills can be taught but not attitude.
Some one who believe In hospitality is a way of life.
Editor: What advice would you give to a young, aspiring hotelier for their internship?
Do your intern with the best brands in your region, create networking with leading personalities in the industry and learn the hard way not the smart way.
Keep recording your journey in some cloud base storage.
And when ever possible try to work in different parts of the world before you settle down in your favourite place.
Editor: What is the one tech/app/software feature you would like to see?
Implication of AI in our industry will improve, which will result in new applications for guests and Operations….. I would like to see more of web check in & a virtual platform where guests will be live with their butler’s from the time of reservation till check out.
This will help the hotel to track live complaints and fix them in a timely manner.
This will also help AI to understand guests behaviour and will do better anticipation to positively surprise them.
Virtual tour will be the next big thing in our marketing tool.
Editor: What is your favorite interview question and why?
Situation handling
Technical knowledge
Team player or not
Questions to understand candidates attitude
Editor: What is next for you?
I think the logical next step is to handle Corporate Affairs of Operations in the role of Vice President.
