Exclusive Interview | Deepak Shanbhag, Chief Executive Officer at PSIPL (Property Solutions, Private Limited India)

“LEAP is our way of turning facility management into a value creator—not just a service. We partner with clients to co-create experiences that enhance property value, boost engagement, and unlock new revenue. From transforming idle spaces into vibrant amenities to energizing workplaces with curated events, LEAP brings FM to the forefront of business impact.” — Deepak Shanbhag, CEO, PSIPL

What inspired the creation of LEAP, and how does it align with PSIPL’s vision of transforming facility management in India?
With facility management evolving to center around people and their experiences in the last few years, one thing was clear to us — our responsibilities cannot be confined to operational upkeep alone. At PSIPL, our vision has always been to be the first choice in delivering excellence in integrated solutions & experiences. LEAP is our program born out of this vision; it’s our way of empowering people to reflect this commitment by going beyond services and creating experiential results for our clients. The services that we provide help clients enhance property value, improve employee well-being, and even unlock revenue opportunities. It is our way of transforming FM from a cost centre to a value creator, in line with our goal to propel industry standards in India.

How do you see LEAP reshaping the traditional client–service provider relationship in the facility management sector?
Traditionally, facility management has been transactional; providers execute, while clients evaluate. LEAP changes this dynamic. We step in as partners rather than vendors, co-creating outcomes with clients. We don’t measure success just by service uptime anymore; instead, we focus on business impact. That includes everything from tenant satisfaction to footfall rates and ESG scores. LEAP ensures growth in all these areas, solidifying our relationship as a collaboration-driven one, rather than just being compliance-driven.

Facility management is often seen as a “backstage” function—how does LEAP bring it to the forefront of business value creation?
With LEAP, FM no longer stays invisible. It ensures that the impact we make is not limited to cleaning, maintenance, or safety. We’re now directly contributing to metrics like workplace engagement and leading to better employee retention. Our sustainability initiatives are designed to lower operating costs and boost a client’s ESG profile. These are direct business outcomes. By curating such interventions, we position FM as a frontline contributor to organisational goals, making it impossible to ignore the strategic value that FM delivers.

What measurable impact has LEAP created for your clients so far, and could you share a success story that stands out?
LEAP has already demonstrated tangible impact in a short span of time. In residential spaces, we have helped clients generate revenue by curating promotions and large-scale carnivals that attract both tenants and visitors. At workplaces, we’ve improved the engagement and overall vibe by organising fun initiatives such as flea markets and food carnivals — activities that not only energise the environment but also boost employee morale and belonging. LEAP also plays a critical role in optimizing space utilisation, helping clients make better use of underleveraged areas to create value-adding experiences. One standout example of this is our partnership with a client to conceptualise and build a sports facility within their premises. In this project, we transformed an idle space into a vibrant amenity that tenants now actively use and even monetise, while simultaneously elevating the property profile. It is a clear example of how LEAP goes beyond traditional FM to deliver business value, community engagement, and long-term asset upliftment.

With the rising demand for skilled manpower, how does LEAP address training, upskilling, and preventing reverse migration in the workforce?
Workforce capability is the backbone of FM. Through LEAP, we not only train staff in technical and soft skills but also expose them to client-facing initiatives that boost pride and ownership. By creating career pathways, we reduce attrition and help prevent reverse migration. The focus is on building a future-ready FM workforce that sees itself as an integral part of the value chain, not just as service executors.

If we requested you to conduct a training session with the Hospemag Trainers Guild, what key topics would you choose to share with industry professionals?
I would focus on three themes:

1. From services to experiences: A deep dive into how FM can evolve into a value-creation partner.

2. Embedding ESG into FM operations: The key to making sustainability efforts in FM practical and impactful.

3. Digital transformation in FM: A hands-on understanding of tech and digital to teach real world efficiency gains, using tools and case studies.

These topics would not only empower professionals in this industry to manage facilities, but also strategically shape them with the skills for the future.

Looking ahead, how do you envision LEAP influencing the future of integrated facility management in India over the next 5 to 10 years?
Over the next decade, LEAP will drive the industry toward experience-led and sustainability-focused FM models. We believe FM in India will no longer be viewed as a cost line but as a strategic lever for competitiveness and stakeholder satisfaction. LEAP is designed to be at the forefront of this shift, setting benchmarks for how integrated facility management is perceived and delivered in the country.

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Exclusive Interview | Chef Hardeep Singh, Chef De Cuisine, Sheraton Grand Bengaluru Whitefield Hotel and Convention Center

Chef Hardeep Singh

To thrive in modern Indian cuisine, a chef must blend tradition with innovation, reinvent boldly, and master every detail with precision and craft.

How did it all start? Share your culinary journey with us.

From a young age, I was fascinated by the magic of turning simple ingredients into extraordinary dishes. Helping my mother in the kitchen, I not only learned recipes but also absorbed the rich stories of tradition and culinary curiosity that fueled her cooking. Those early experiences sparked a lifelong passion. As I moved from our home kitchen to culinary school and into professional kitchens, I dove deep into technique, flavor theory, and artistic expression. Working alongside inspiring chefs in fast-paced restaurants, I honed the discipline of the craft while nurturing a spirit of creativity.

Today, my cuisine offers a contemporary take on Indian food—merging regional roots with global methods and elegant plating. Each dish I create is more than a meal; it’s a conversation between cultures, a celebration of identity, and an invitation to connect through flavor and feeling.

What are your earliest memories of the kitchens you worked in?

My most formative culinary memories come from the high-energy, fast-paced environment of my training days, where the sizzle of pans, the sharp directives, and the relentless rhythm of the kitchen became second nature. One moment I’ll never forget was assisting a senior chef with mise en place. What seemed like routine chopping quickly revealed itself as a deeper lesson in discipline, collaboration, and a profound respect for every ingredient. The first time I plated a composed dish—a simple salad—marked a pivotal shift. The meticulous feedback, the focus on presentation, and the understanding that each plate conveys a story ignited my pursuit of precision and creativity. Those early experiences continue to shape the way I guide young chefs and constantly push the boundaries of what’s possible in the kitchen.

                  
A dish your patrons/guests love

One dish that never fails to captivate guests is my Namak Mandi Lamb Chops paired with Black Mutton Curry. Together, they serve as a flavorful bridge—from the rich culinary heritage of undivided Punjab and Peshawar’s love for barbecue to the coastal influences of Maharashtra and the nostalgic flavors of old Bangalore. The lamb chops are a celebration of simplicity—juicy meat wrapped in crisp, rendered fat, marinated just enough to let the natural flavor of the lamb shine. The dish carries with it the essence of Peshawar’s smoky street grills and their deep-rooted barbecue culture. In contrast, the Black Mutton Curry is bold and layered, with Kothmiri spice delivering an umami-rich depth that reflects a fusion of regional


traditions. Both dishes are grounded in familiarity yet finished with a progressive Indian touch. Seeing guests experience the unexpected harmony of these flavors, rooted in history but presented with a modern edge, is incredibly fulfilling.

A dish that you love but do not have on your menu.

A dish that holds a special place in my heart, though it hasn’t made it to my menu yet, is my family’s Atta Chicken. Prepared using time-honored layering techniques and slow-cooked in a dough-sealed vessel, it’s more than a recipe—it’s a culinary heirloom. Each bite tells a story, rich with tradition: tender, marinated chicken infused with saffron, caramelized onions, and deeply aromatic spices. One day, I hope to reimagine it with a modern twist—perhaps through deconstruction or refined plating—to share its legacy with a wider, global audience. 

What, according to you, does it take to become a successful chef?

To succeed in the evolving world of modern Indian cuisine, a chef needs to thoughtfully and creatively combine the old and the contemporary; they must be curious enough to reinvent traditions. To ensure that every detail, from ingredients to presentation, is carried out with care, precision, and attention to craft is crucial. Chefs who possess these qualities can endure the rigors of a tough profession. They can adjust to new methods and trends since lifelong learning keeps their knowledge and abilities current. Innovation under pressure characterizes their capacity to flourish and produce in high-stakes, fast-paced settings, while a collaborative mentality allows them to develop via shared experiences and varied viewpoints.

Mastering the technique is only part of it. The real art is in storytelling, conveying emotion, memory, and identity through food.

What advice would you give to a young culinary student?
To young culinary students diving into Indian cuisine with a modern outlook: begin by mastering your fundamentals—knife skills, tempering, doughs, and the art of masalas. Train your palate by exploring regional variations of the same dish, and stay humble by learning from every mistake. Let curiosity guide you into the world of fermentation, ancient grains, and global techniques. Seek out diverse mentors to broaden your perspective, develop patience, and cultivate a personal style. Above all, build a voice that honours tradition while boldly pushing the boundaries of innovation.

Also, embrace feedback, keep an organized mise, and build connections in the industry. Your story is your strength.

What instruments/ equipment/devices you cannot imagine working without?

When crafting progressive Indian dishes, my top five tools are indispensable. A tadka pan is crucial for layering flavor through tempering, often elevated with bold additions like citrus zest or smoked spices. A high-speed grinder or the traditional sil batta helps create dynamic spice blends and pastes with global influences. For precision, a sous-vide circulator is ideal, allowing Indian marinades to infuse proteins deeply. The dosa tawa remains unmatched, not just for dosas but also for achieving perfect textures in crisp lentil tuiles. And for slow-cooked depth, a clay pot or Dutch oven brings out the richness in dishes like biryani or dal, while embracing a modern touch.

These tools allow me to honor tradition while pushing the envelope.

Your favorite ingredient is… 

If I had to choose a single spice that defines my culinary personality, it would be cardamom. Its versatility—from the delicate green pods in desserts to the smoky boldness of black cardamom in savory dishes—makes it a cornerstone of both heritage and innovation.

I’ve used it in everything from modern cocktails and foams to infused oils and marinades. It’s a spice that speaks to complexity and nuance—the very essence of progressive Indian cooking.

What books should every chef read?

For anyone passionate about Indian cuisine and its modern evolution, these five books offer invaluable insight and inspiration. “Barkat” by Chef Vikas Khanna beautifully captures the essence of regional flavors and the soul of community kitchens. Madhur Jaffrey’s “The Essentials of Indian Cooking” is essential reading for mastering techniques and understanding spice profiles. Pushpesh Pant’s “India: The Cookbook” provides a comprehensive panorama of India’s diverse culinary heritage, while Mallika Basu’s “Masala: Recipes from India’s Streets, Markets & Railways” delivers vibrant, street-inspired recipes perfect for contemporary reinterpretations. For a deeper dive into a nuanced tradition, Pushpesh Pant’s “Dum: The Bold Flavors of India’s Brahmins” uncovers bold flavors and lesser-known culinary wisdom.

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Exclusive Interview | Uttamsingh Shaktawat , Executive Housekeeper, OBLU Nature Helengeli by SENTIDO

Uttamsingh Shaktawat

In Hospitality right attitude and dedication matter most

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

My journey in hospitality began over a decade ago with a strong passion for excellence and guest satisfaction. After completing my B.Sc. in Hospitality Studies, I started as a Housekeeping Associate at The Oberoi Udaivilas, where I learned the fundamentals of luxury service, attention to detail, and operational excellence. Over the years, I worked with prestigious brands such as The Leela, Royal Caribbean International, and multiple OBLU resorts in the Maldives. Each role strengthened my leadership, pre-opening expertise, and ability to manage large, multicultural teams. Today, as an Executive Housekeeper at OBLU Nature Helengeli by SENTIDO, I continue to drive operational excellence, sustainability initiatives, and guest satisfaction.

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

Success in the hospitality industry requires a combination of passion, adaptability, and leadership. A strong focus on guest satisfaction, operational efficiency, and cost control is essential. Additionally, the ability to work in a fast-paced, multicultural environment and maintain high service standards makes a significant difference. Continuous learning, innovation, and resilience in handling challenges help professionals stay ahead in this dynamic industry.

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

When hiring, I look for individuals who embody professionalism, attention to detail, and a guest-first approach. Key attributes include:

• Passion for hospitality – A genuine interest in creating memorable experiences.

• Adaptability & teamwork – The ability to work efficiently with diverse teams.

• Discipline & commitment – A strong work ethic and accountability.

• Learning mindset – A drive for continuous improvement and skill enhancement.

  If someone wants to work with me, they should demonstrate enthusiasm, a willingness to learn, and a proactive approach to problem-solving. Prior experience in luxury hospitality is a plus, but the right attitude and dedication matter most.

  What, according to you, can trainees do while they are training at hotels to make it a win-win for them and the hotel/unit?

  Trainees should maximize their learning by:

• Being proactive – Ask questions, seek feedback, and take initiative in daily tasks.

• Observing and learning – Pay close attention to standard operating procedures, service protocols, and guest interactions.

• Developing technical skills – Focus on mastering housekeeping, inventory management, and guest relations.

• Understanding cost control – Learn the importance of budget management, inventory usage, and sustainable operations.

• Building professional relationships – Networking with industry professionals helps open future career opportunities.

By doing this, trainees gain valuable industry insights while contributing meaningfully to the hotel's success.

What are some trends you see impacting the hospitality industry?

Some key trends shaping the industry include:

• Sustainability & Eco-conscious Operations – Guests prefer eco-friendly hotels with waste reduction initiatives and energy-efficient practices.

• Technology Integration – AI-driven housekeeping, automated check-ins, and smart room controls enhance guest convenience.

• Personalized Guest Experiences – Data-driven insights help tailor services based on guest preferences.

• Health & Hygiene Standards – Post-pandemic, enhanced cleaning protocols and wellness-focused hospitality remain a priority.

• Multi-skilled Workforce – Cross-training employees in multiple roles improves efficiency and cost-effectiveness.

Two things would you like to change in the industry.

• Enhanced Employee Well-being & Work-Life Balance – Hospitality professionals work long hours, and there is a need for better schedules, mental health support, and career growth opportunities.

• Greater Investment in Training & Development – Continuous learning programs, leadership training, and skill enhancement initiatives can improve service standards and employee retention.

What can we expect in the coming year?

In the coming year, the industry will continue evolving with a stronger focus on sustainability, digital transformation, and personalized hospitality experiences. For OBLU Nature Helengeli, we aim to enhance our eco-friendly initiatives, introduce innovative guest engagement programs, and further optimize operational efficiency. With evolving guest expectations, we will continue prioritizing exceptional service, cost control, and a people-first approach to hospitality.

Exclusive Interview | Chef Rohan Malwankar, Executive Chef, Navi Mumbai Marriott Hotel.

Chef Rohan

Stay curious, keep learning, and be open to feedback.
Executive Chef, Navi Mumbai Marriott Hotel.

How did it all start? Share your culinary journey with us.

 Growing up, I was fascinated by the grandeur and professionalism of the hospitality industry. My father's work in hospitality exposed me to the excitement of celebrations and events. Those early experiences left a lasting impression, drawing me to this dynamic field.

 What are your earliest memories of the kitchens you worked in?

 As a commis, I was overwhelmed yet thrilled by the scale of operations. I recall the butterflies in my stomach, but my eagerness to learn and make a mark in the industry drove me forward. Working under esteemed chefs and learning from their expertise shaped my foundation.

 A dish your patrons/guests love

 Choshan stir- fried fish with orange peel is a very unique dish from China. The balance of flavors and textures creates a wonderful dish.

I focus on sourcing the freshest ingredients and perfecting it.

 A dish that you love but do not have on your menu

 Kombdi Vade is a traditional Indian dish from my hometown. I love making it because it connects me to my roots. The combination of fried Indian pancakes and flavorful spicy chicken curry is a perfect representation of Indian cuisine's diversity.

 What, according to you does it take to become a successful chef?

 Perseverance, patience, a positive outlook, and unwavering willpower are vital. Staying updated with industry trends, adapting to change, and fostering a supportive team environment also contribute to success.

 What advice would you give to a young culinary student?

 Develop your soft skills, empathy, and self-presentation. Communication is crucial in our industry. Focus on building strong relationships with your team and suppliers. Stay curious, keep learning, and be open to feedback.

 What instruments/ equipment/devices you cannot imagine working without?

 My wok, combi oven, and thermo mix are essential tools.

 Your favorite ingredient is…

 Triphal, or Indian Sichuan peppercorn, is my favorite ingredient – its unique flavor adds depth to various dishes.

 Name chefs, you find amazing or chefs work you admire.

 Antonio Bachour's creativity and attention to detail are truly inspiring. His ability to balance flavors and textures is remarkable.

 What books should every chef read?

 Donna Hay's books are excellent resources for culinary inspiration and technique.

Exclusive Interview | Sidney DCunha , Director of Food & Beverage and Culinary, Sofitel Mumbai BKC

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

My journey began with cherished summer vacations in Mangalore, where I visited my family bakery. Those experiences ignited my passion for the culinary world. My grandmother's teachings were a cornerstone of my inspiration. I later pursued Hotel Management at IHM Mumbai, which set the foundation for my career in hospitality. Every step of the way, I've been driven by a love for food and a commitment to excellence.

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

Success in the hospitality industry is built on perseverance, hard work, and adaptability. Staying ahead of changing trends and continuously honing one's skills are essential. It’s about being resilient and innovative, always striving to deliver exceptional experiences to our guests.

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

Attitude is paramount. I seek individuals with a genuine willingness to learn and grow, who exhibit humility and come from diverse backgrounds. While skills can be taught and refined, a positive attitude and a passion for hospitality are irreplaceable qualities.

Editor: What advice would you give to a young, aspiring hotelier for their internship?

Internships are a vital platform for observing and understanding the true dynamics of the hospitality industry. They offer a chance to differentiate between the glamorous portrayal of the industry and its real-life challenges and rewards. This period is crucial for making informed decisions about one’s future career path.

Editor: What is the single factor that got you your promotion?

My promotion was the result of a combination of factors, with the key being my relentless pursuit of pushing boundaries. Over the last two decades, I've consistently sought opportunities to learn and grow outside my comfort zone, embracing challenges that have helped me evolve professionally.

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

Sustainability is a significant trend that's here to stay. The industry's increasing awareness and adaptability towards sustainable practices are crucial for future generations. At Sofitel, we are committed to curating experiences that not only delight our guests but also reduce our carbon footprint.

Editor: What tech would you like to see in operations? What operational problems need tech solutions?

At Sofitel Mumbai BKC, we've successfully implemented AI-driven food waste management systems, which have significantly reduced waste and optimized our inventory management. This technology has not only promoted sustainable practices but also improved our cost efficiency. Looking forward, I envision integrating more advanced CRM systems that can holistically capture and analyze guest preferences and feedback, allowing us to tailor and enhance their stays uniquely. Additionally, the adoption of efficient energy management systems to monitor and reduce our energy consumption would further our commitment to sustainability. Overall, embracing technology that streamlines operations, reduces environmental impact, and elevates guest satisfaction is key to our continued success.

Editor: What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.

At Sofitel Mumbai BKC, we use Menumodo to provide our guests with the latest digital menus, ensuring they always have access to our current offerings. Additionally, I would love to see an integrated, user-friendly, one-stop solution for table reservations and table management. Such a system, adaptable across the industry, would create a seamless experience for both operations and guests. It would streamline the reservation process, enhance table management, and improve overall guest satisfaction by ensuring smooth and efficient service.

Editor: What is your favourites question for a candidate interview and why?

My favourite interview question is, "What’s your 18-month plan?" This question provides valuable insight into a candidate's career approach, revealing their level of drive, ambition, and long-term vision. It helps me understand their commitment to growth and how they plan to contribute to our team.

Exclusive Interview | Dinesh Mhatre,Executive Chef, The Orchid Hotel Pune

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Whatever it is, the way you tell your story online can make all the difference.

Editor: How did it all start? Share your culinary journey with us.

My culinary journey was sparked by my father's small catering business, known as Guru Datta Catering. During my school days, I eagerly accompanied him during vacations to observe, savor, and relish the culinary experiences. This ignited a deep passion for cooking within me. However, my aspirations leaned towards modern cuisine and achieving a significant chef's position. Despite my desire to enroll in a Hotel Management course after completing my 12th grade, financial constraints compelled me to take a different path. I embarked on a three-year kitchen apprenticeship at Oberoi Flight Service in Andheri, Mumbai. This foundational experience paved the way for my entry into the culinary world.
Following my apprenticeship, I embarked on my professional journey at The Orchid Hotel in Mumbai, serving as a Commis from 1999 to 2002. Subsequently, I became a part of the pre-opening team at Hyatt Regency Mumbai as a Commis, which marked the beginning of a remarkable 14-year tenure. My trajectory within Hyatt was nothing short of transformative – progressing from Commis to Chef de Cuisine. Throughout my time at Hyatt, I engaged with diverse culinary outlets and collaborated with three accomplished Italian chefs. A pivotal moment occurred in 2007 when I had the privilege of representing India during a sponsored visit to Italy by the Italian Embassy. This exposure deepened my understanding of Italian cuisine and culture. In 2015, I sought fresh horizons and joined JW Marriott Pune as a Banquet Chef. Steadily, I ascended to the role of Executive Sous Chef, overseeing substantial events such as weddings and conferences. My journey led me back to Hilton Mumbai in 2019 as the Executive Chef before embracing roles at prominent establishments including Courtyard by Marriott Ahmedabad and Radisson Blu Kharadi Pune. A unique opportunity then arose to work with Kamat Khandan at The Orchid Balewadi, reuniting me with my culinary roots.

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Editor: What are your earliest memories of the kitchens you worked in?

My initial forays into the culinary world were marked by unrelenting dedication and extended hours of work. These foundational experiences instilled within me a profound understanding of the kitchen's rhythm and its relentless demands. In those early days, recognition was scarce despite the unwavering effort invested. This reinforced my belief that the culinary journey is an everlasting learning process, with no bounds to what one can absorb and achieve.

Editor: A dish your patrons/guests love

The dish that has resonated most deeply with my patrons is one crafted with unwavering passion and commitment. This fervent dedication and the personal touch I infuse into my creations have led to a strong connection with my patrons.

Editor: A dish that you love but do not have on your menu

Yes, there's a cherished dish that holds a special place in my culinary heart – "Mutton Hara Masala." While it may not have found a place on my menus thus far, its rich flavors and intricate preparation make it a personal favorite that I am eager to share with discerning diners in the future.

Editor: What according to you does it take to become a successful chef?

Becoming a successful chef requires an unwavering commitment to hard work, a steadfast belief in oneself, and an unbridled passion for the culinary arts. The relentless pursuit of excellence, coupled with a genuine connection to the craft, sets the foundation for a truly accomplished culinary journey

Editor: What advice would you give to a young culinary student?

To the aspiring culinary students, I would urge them to channel their passion into their work, anchoring their focus on their professional journey. While monetary gains are significant, prioritizing a steadfast dedication to the craft and an unquenchable thirst for knowledge will invariably pave the way for a fulfilling and successful career.

Editor: What instruments/ equipment/devices you cannot imagine working without?

While a multitude of tools graces the culinary landscape, the quintessential knife remains an indispensable companion. However, I firmly believe that the cornerstone of culinary success lies in the ardor one holds for the vocation. This passion becomes the driving force that conquers the countless obstacles that may arise.

Editor: Your favorite ingredient is…

Among the myriad of ingredients, my heart resonates with the rich offerings of Indian sweets. The intricate play of flavors and textures in traditional Indian sweets encapsulates the essence of our diverse culinary heritage.

Editor:  Name chefs, you find amazing or chefs' work you admire

Among the esteemed chefs, two individuals stand out for their distinct attributes. Chef Giovanni Parella's affable demeanor and his ability to maintain a calm and composed ambiance in the kitchen are truly remarkable. Additionally, Chef Kedar Bobade's unwavering commitment to precision and his resolute approach towards work, coupled with exceptional teamwork, inspire me deeply.

Editor: What books should every chef read?

While an array of culinary literature exists, I am an advocate for recognizing the fundamental source of culinary wisdom – one's own mother. Our mothers, as the unsung culinary heroes in our lives, possess an innate mastery of flavors, techniques, and the art of nourishment. Learning from their wealth of knowledge and experience can provide invaluable insights that complement formal education.

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Exclusive Interview | Nishith Kumar, Chief Human Resources Officer,SKIL Corporate Travel

“Hire for Attitude; Train for skill” is the one Philosophy I follow for hiring-

Nishith Kumar

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

It all started when my roommate woke me up in our dorm room to learn the Taj Hotels’ Pre-Placement talk schedule! 

Indian Hotels Company Limited arrived at our campus, looking for HR & Sales MTs in the year 2006, 1 month before our graduation. I never knew that attending the pre-placement talk of the Taj would change my professional course.

I joined the Taj in 2007 as an HR Management Trainee in Mumbai and spent stints in New Delhi, Mumbai, Vadodara, and Bangalore. I left Taj in 2014, to join Hilton Worldwide as Human Resources Manager at their upcoming Doubletree Suites by Hilton Bangalore property. A pre-opening experience was something that I was looking for and this opened up a new chapter in my life.

I moved to Jaipur with Hilton Worldwide in 2016, after spending 2 wonderful years in Bangalore. Hilton Worldwide gave me opportunities to travel to many countries in Asia, including a wonderful week-long trip to Japan. I spent a little over 5 years with Hilton Jaipur and then changed sectors to Healthcare in 2021, owing to uncertainties in the hospitality space.

I spent 18 months with CARE Hospitals, as their group head of Talent Acquisition & HR Automation, based in Hyderabad. It was a wonderful stint again, a completely new sector, high-pressure but equally rewarding.

Post that, I moved to Mumbai with SKIL Corporate Travel as the CHRO.

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

Resilience, resilience, and resilience!

The hospitality, travel, and healthcare sectors are labour-intensive where there are huge numbers of frontline workforce. In such people-centric work cultures, flexibility and resilience is the only tool one needs to succeed as the sector is extremely dynamic and leaders have to adapt to a fast-changing situation.

Share with us 5 skills that you think will be critical for a hospitality career in the future.

1. People Management

2. Coaching

3. Accounting basics

4. Macro view of business

5. Collaboration

What does the future look like? For the industry, you, your project / initiative.

Very solid and promising. People have realized that all of us have “one life” and the COVID period showed us how vulnerable we are in this world. People want to live this “One life” to the fullest and the biggest stress buster is a vacation with friends and family. We have seen a delta growth of 40% in the travel and hospitality space. This trend will continue for some years now and I am happy to state that we are in a great place!

What are the attributes you look for while selecting or hiring?

I have had one philosophy for hiring talent since I started working.

“Hire for Attitude; Train for skill”

If a candidate is 60% ready, he/she should be hired without further ado. It’s the leader’s responsibility to coach the new team member. The team member will also have a learning curve and that needs to be nurtured. It is a great roadmap for the organization and the team members. Basically, a win-win scenario.

What is your favorite interview question & why?

“What do you do when the buck stops with you?” is my favorite question and I ask all the people I interview. The response tells me the manner in which they own up to their roles. The beauty of the response is that there is no right or wrong answer. It helps me gauge the person better and understand the personality. 

Share some of your secrets in keeping an engaged, safe, and happy team.

There is no secret. Give the team member a role that he deserves and keep rotating the role to ensure there is continuous upgrade on his skills which prepares him for the next higher role. Role engagement supersedes any other form of engagement that you do and only reinforces your efforts. A team member is an investment and it needs to be handled the way you handle your personal investment.

What does not exist in the world, but you would like it to?

Open communication does not exist in the world. One might argue otherwise but the reality is that there is always a hidden agenda in all forms of communication. Remove the agenda and you have a seamless approach to business.

How do you think AI will impact our industry? Specific jobs, processes etc?

It is a wonderful thing to use AI for some specific jobs and roles in our industry. For example, AI will chart out my 5-day itinerary to the Maldives in under a minute or prepare the job role and compensation based on a candidate’s resume.

However, it will never be able to understand human emotions, which a person hears while talking to me on the phone or understand the underlying skills a candidate has. The human element will not be discounted, especially in our industry as it is completely people-driven. AI will not be able to iron out my issues in Maldives because the person handling it at Maldives in another human being.

AI will only complement our jobs not replace them.

What is the one app/tech solution you would love to see? (ops, HR, training, customer service, anything hospitality)

An application that can track the efforts of team members. I am not sure about other sectors but it doesn’t exist in the hospitality/travel domain. An application running in the background on the machine or on the server that tracks individual-based efforts that he/she puts in the 8 hours. Analysis of the data from the application will give leaders a clear picture of the work schedules of their team members.

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