Exclusive Interview | Mr. Stephen D’souza, Cluster GM, Four Points by Sheraton, Navi Mumbai.
/“As someone with extensive experience in the industry, I have identified five essential skills that I believe will be particularly important moving forward to provide exceptional service and create memorable experiences for their guests.
Technology proficiency
Cultural intelligence
Emotional intelligence
Sustainability awareness
Creativity and innovation
By developing these skills, hospitality professionals can position themselves for success in the rapidly changing landscape of the industry. ”
Tell us about your journey. How did it all start?
It all began with a casual banquet, where I discovered certain similarities between my personal values and the culture of the hotel industry. Coming from a large conglomerate setting where families reside closely together, I have learned valuable lessons from this experience. It instils a sense of belonging, fostering a spirit of togetherness and providing a support system to fall back on.
Similarly, hotels possess a similar culture where departments and colleagues are bound together by a shared goal. This connection made me feel at home, enabling me to invest and grow within the industry. I started by leading the Food and Beverage department, progressed to become the
Operations Head, and eventually assumed the role of Cluster General Manager, overseeing two distinct types of hotels.
The first is Four Points by Sheraton Navi Mumbai, a bustling business hotel, while the other two - The Resort, Mumbai, and The Dukes Retreat at Lonavala - catering to leisure guests seeking relaxation. My exposure to renowned hotels in Mumbai, Singapore, and Chennai has granted me a comprehensive understanding of the industry and has taught me the importance of being there for stakeholders, whether they are associates, guests, owners, or operators. Engaging with and learning from others daily, and being able to make a positive impact, continues to inspire and motivate me to embrace each day with enthusiasm.
What do you think it takes to succeed in this industry?
I believe that individuals who are passionate about serving others and who are willing to go above and beyond to exceed guest expectations are needed in the hospitality sector. It is important to create remarkable experiences that visitors will remember and value for years to come, in addition to offering exceptional customer service.
Strong interpersonal and communication skills, as well as the capacity to perform well under pressure, are necessary for success in this field. Additionally, paying close attention to detail is essential because every element of a visitor's stay must be perfect, right from the cleanliness of the room to the presentation of the food.
Also, flexibility and the ability to handle unforeseen circumstances are essential skills because the hospitality sector is constantly changing and presents fresh challenges every day.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
As the hospitality industry adapts to changing guest needs and preferences, there are several essential skills that I believe will be critical for success in the future. As someone with extensive experience in the industry, I have identified five essential skills that I believe will be particularly important moving forward to provide exceptional service and create memorable experiences for their guests.
Technology proficiency: Technology plays a crucial role in the hotel industry as with the advancements hotels stay updated with the latest trends and incorporate new technologies to enhance the guest experience. Keeping up with the latest technologies and incorporating them into the hotel's operations can be challenging and requires significant investments.
Cultural intelligence: With the rise of global travel and diverse guest populations, cultural intelligence is becoming more important than ever. Hospitality professionals must be able to communicate and work effectively with people from different backgrounds, as well as understand and appreciate their unique perspectives.
Emotional intelligence: Emotional intelligence, or the ability to understand and manage one's own emotions as well as those of others, is critical in the hospitality industry. This includes being able to handle difficult guest situations with empathy and grace, as well as effectively manage team dynamics and relationships.
Sustainability awareness: With growing concerns about climate change and environmental impact, sustainability is becoming an increasingly important consideration in the hospitality industry. Hospitality professionals must be aware of best practices and be committed to implementing sustainable solutions in their operations.
Creativity and innovation: Finally, as the industry becomes more competitive, creativity and innovation will be key to standing out and delivering memorable guest experiences. Hospitality professionals must be able to think outside the box and come up with new and innovative ideas to delight their guests.
By developing these skills, hospitality professionals can position themselves for success in the rapidly changing landscape of the industry.
The new, young traveller wants experiences and insta-ready content. What do you have in store for them?
At Four Points by Sheraton, Navi Mumbai, we understand the evolving preferences of the new, young travellers who seeks experiences and insta-ready content. To cater to their desires, we have several exciting offerings:
Stylish and Instagrammable Spaces: We have meticulously designed our hotel interiors, including the lobby, restaurants, and guest rooms, to provide aesthetically pleasing and visually captivating settings. Our vibrant and contemporary décor serves as the perfect backdrop for those Instagram-worthy moments.
Rooftop Infinity Pool: Our hotel boasts a stunning rooftop infinity pool with panoramic views of the city skyline. It offers an ideal spot for young travellers to relax, unwind, and capture breath-taking photos while enjoying a refreshing swim.
Food and Beverage Experiences: We offer a variety of dining options that cater to the discerning palate of young travellers. Our trendy rooftop bar and restaurant serve delectable cuisine, innovative cocktails, and panoramic views, ensuring a memorable dining experience that can be captured and shared on social media.
Local Experiences: We understand that young travellers seek authentic local experiences. Our hotel concierge can provide recommendations for nearby attractions, trendy cafes, and unique experiences that are off the beaten path. From exploring vibrant street markets to discovering hidden gems in the city, we ensure that our guests have plenty of exciting moments to document and share.
Fitness Center and Wellness Facilities: We have a state-of-the-art fitness centre equipped with modern equipment to help our guests maintain their fitness routines. Additionally, we offer rejuvenating spa treatments and wellness facilities, allowing young travellers to indulge in self-care and capture their moments of relaxation.
Social Events and Engaging Activities: We organize regular social events, such as live music performances, themed parties, and interactive workshops, to keep our young guests entertained and engaged. These events provide ample opportunities for them to create lasting memories and capture unique content for their social media platforms.
Connectivity and Tech-friendly Amenities: We understand the importance of staying connected for the new, young travellers. Our hotel offers high-speed Wi-Fi access throughout the premises, ensuring guests can effortlessly share their experiences online.
Furthermore, our rooms are equipped with modern amenities, including smart TVs and charging stations, to cater to their tech-savvy needs.
At Four Points by Sheraton, Navi Mumbai, we strive to provide an exceptional experience that not only meets but exceeds the expectations of the new, young travellers. We ensure they have a memorable stay filled with immersive experiences, visually captivating spaces, and opportunities to create insta-ready content that truly reflects their journey with us.
What does the future look like? For the industry, you, your project / initiative.
I believe that the future holds tremendous opportunities and growth for both the hospitality industry and our hotel. Here's how I envision it:
Industry Outlook: The hospitality industry is poised for a positive future. With the global economy recovering and travel restrictions easing, there is and will be an increased demand for travel and accommodation services. The industry will witness a resurgence in business and leisure travel, leading to higher occupancy rates and revenue. Additionally, the focus on health and safety will remain paramount, with enhanced protocols and practices becoming the new normal.
Our Hotel's Perspective: At Four Points by Sheraton, Navi Mumbai, we are well-positioned to leverage the future opportunities. Our commitment to exceptional guest experiences, personalized service, and attention to detail will continue to be our key strengths. We will adapt to the evolving needs of our guests by embracing technology, implementing sustainable practices, and offering innovative services. By staying ahead of the curve, we willmaintain our position as a preferred choice for business and leisure travellers alike.
Project/Initiative Outlook: We have several exciting projects and initiatives in the pipeline that align with the changing dynamics of the industry. Our focus will be on enhancing guest experiences using technology, such as contactless check-in/check-out, mobile concierge services, and personalized communication channels. We will also continue to invest in training and development programs for our team members to ensure they are equipped with the skills and knowledge to deliver exceptional service. Additionally, we will explore sustainable practices and initiatives to minimize our environmental impact and contribute to the well-being of the local community.
To conclude, the future looks promising for the hospitality industry and Four Points by Sheraton, Navi Mumbai. By embracing change, prioritizing guest satisfaction, and staying true to our core values, we will thrive in the evolving landscape of the hospitality sector.
What are the attributes you look for while selecting or hiring?
When selecting or hiring individuals for our team at Four Points by Sheraton, Navi Mumbai, we consider several key attributes that are important for success in the hospitality industry.
Experience and Skills: Relevant experience and skills in the hospitality field are essential. This includes knowledge of hotel operations, customer service, and specific roles within the industry. Experience in a similar position or a demonstrated track record of success in related roles is highly valued.
Attitude and Work Ethic: A positive attitude and a strong work ethic are crucial attributes I seek in potential candidates. I look for individuals who are enthusiastic, motivated, and committed to delivering excellent service. A willingness to go the extra mile and a proactive approach to problem-solving are highly valued.
Communication Skills: Effective communication is fundamental in the hospitality industry. Strong verbal and written communication skills are essential for interacting with guests, colleagues, and team members. The ability to listen actively, convey information clearly, and communicate with empathy is highly valued.
Teamwork and Collaboration: The ability to work well in a team environment is vital. I seek candidates who are collaborative, cooperative, and supportive of their colleagues. A willingness to share knowledge, help others, and contribute to a positive work culture is highly regarded.
Adaptability and Flexibility: The hospitality industry can be dynamic and fast-paced, so adaptability and flexibility are key attributes I look for. The ability to handle change, adjust to different situations, and remain calm under pressure is highly valued.
Problem-Solving Skills: Hospitality professionals often encounter challenges and unexpected situations. Therefore, I prioritize candidates who demonstrate strong problem-solving skills. The ability to think critically, make quick decisions, and find creative solutions is highly desirable.
Professionalism and Integrity: Professional conduct and integrity are non-negotiable attributes I seek in candidates. I value individuals who demonstrate honesty, ethics, and a commitment to upholding the highest standards of professionalism in all interactions.
Cultural Awareness and Language Skills: In a diverse industry like hospitality, cultural awareness and sensitivity are essential. Proficiency in multiple languages, particularlyEnglish, is advantageous as it allows for effective communication with a wide range of guests.
While the specific attributes may vary based on the role, these qualities serve as a foundation for selecting and hiring individuals who will thrive in the hospitality industry and contribute to the success of our team at Four Points by Sheraton, Navi Mumbai.
What is your favourite interview question & why?
As a Cluster General Manager, one of my favourite interview questions is: "Can you tell me about a time when you faced a significant challenge or setback in your previous role, and how did you overcome it?" I find this question particularly insightful for it allows me to gauge the candidate's ability to handle difficult situations and solve problems effectively. Their response provides valuable insight into their critical thinking skills, resourcefulness, and ability to navigate challenges in a professional manner.
Also, by discussing how the candidate took ownership of the situation, I can evaluate their sense of personal accountability. Candidates who take responsibility for their actions and demonstrate a proactive approach to addressing challenges tend to exhibit a higher level of professionalism and commitment.
Another question would be, arrange the following as per your priority and explain why. Revenue, Associates, Guest. This clearly helps to me to understand the cultural fit.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
Turning a vision into a reality is indeed a challenging task, but at Four Points by Sheraton, Navi Mumbai, we have a well-defined process that helps us transform our initiatives into tangible outcomes. The process combines strategic planning, effective execution, and continuous evaluation.
We, as a team, work on end goal in mind. The end goal is always offer ‘a wow-factor’ to our guest and uncomplicated process and operations for team. This simple approach makes us win any vision.
A well-defined process of setting a clear vision, strategic planning, collaborative effort, detailed execution, adaptability, continuous evaluation, and celebration of achievements, we turn our visions into realities at Four Points by Sheraton, Navi Mumbai. This systematic approach empowers our team, enhances accountability, and ensures that our initiatives have a meaningful impact on our guests, our team members, and the overall success of our hotel.
Share some of your secrets in keeping an engaged, safe and happy team.
Maintaining an engaged, safe, and happy team is of utmost importance at Four Points by Sheraton, Navi Mumbai. Cultivating a positive work culture starts from the top. As a leader, I strive to create an inclusive and supportive environment where team members feel valued, respected, and appreciated. Encouraging open communication, recognizing achievements, and promoting teamwork and collaboration are essential elements in fostering a positive atmosphere.
Additionally, recognizing the importance of work-life balance, we encourage our team members to prioritize their well-being. Flexible scheduling, providing ample rest periods, and promoting wellness initiatives are key factors in ensuring their physical and mental well-being. We understand that a balanced and refreshed team performs at their best.
