Exclusive Interview | Vinayak Patnekar, General Manager, Fairfield by Marriott Goa Benaulim

“Someone who comes in with a can-do spirit, ready to learn and contribute, is already halfway there” 

Vinayak Patnekar, General Manager, Fairfield by Marriott Goa Benaulim

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

One might say being the General Manager at Fairfield by Marriott Goa Benaulim, I’ve come full circle, returning to where it all began. As a true veteran of Marriott, my journey began in 2000 at the Goa Marriott Resort and Spa. This marked the start of an extraordinary 23-year journey with the brand, during which I have worked across 11 hotels in 11 different cities, engaged with four different brands, and helped launch four new properties both internationally and in India. As someone with local roots, taking charge of Fairfield in Benaulim felt like a natural fit for me.

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

From my perspective, truly succeeding in this industry comes down to a few essential elements. To begin with, you have to be ready to put in the effort, it’s not always glamorous. As rightly said by G.K. Nielson - Successful people are not gifted, they just work hard, then succeed on purpose. 

But beyond that, having a genuine passion for your work is necessary. That’s what drives you through difficult periods. If you don't love what you're doing, it's going to be a tough slog. Your attitude and mindset significantly impact how you tackle challenges and engage with others. Staying positive and being a team player can make all the difference.

Ultimately, remember that it's not a sprint but a marathon, so maintaining consistency in your efforts and commitment is vital for achieving long-lasting success.

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

When I'm building my team, the first thing that catches my eye is a fantastic attitude. You can teach skills, but a positive spirit and a genuine enthusiasm for the work are like digging for gold. As the saying goes, "Your attitude, not your aptitude, will determine your altitude." Someone who comes in with a can-do spirit, ready to learn and contribute, is already halfway there. 

Following closely is a willingness to roll up their sleeves and get things done. I value people who aren't afraid of hard work and see challenges as opportunities. It's that intrinsic drive and that desire to put in the effort that truly makes a difference. Finally, adaptability is crucial in today's fast-paced environment. Things change, new challenges arise, and the ability to pivot and learn new ways of doing things is invaluable. 

If someone wants to work with me, my expectations are pretty straightforward. First and foremost, be prepared to work hard. There's no substitute for putting in the effort and dedication required to excel. Secondly, consistency is key. It's not about occasional bursts of brilliance; it's about showing up every day, committed to doing your best. Success again, isn't a one-time event. It's the result of consistent effort and dedication over time. If you bring that consistent hard work and dedication, then in my book, success isn't just a possibility – it's inevitable. It's like planting a seed and diligently nurturing it, with consistent care, it's bound to grow.

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

If I had the chance to sit down with an enthusiastic young hotelier embarking on their internship, drawing from my journey that began with the very first Marriott in Goa and has taken me across so many incredible properties, here's what I'd share:

Firstly, soak it all in like a sponge. Your internship is your golden ticket to experience the real heartbeat of hospitality. Don't just go through the motions; be genuinely curious about every department, every role, every guest interaction. Ask questions – lots of them! Understand the "why" behind the "what." Observe closely how seasoned professionals handle different situations, both the smooth sailing and the unexpected bumps. Remember, the more you learn, the more you realize how much you don't know, so embrace that feeling of discovery and let it fuel your eagerness to learn.

Secondly, cultivate that "can-do" attitude and a genuine willingness to help wherever you're needed. Don't be afraid to take on tasks, even the seemingly small ones, with enthusiasm and a smile. Your willingness to go the extra mile and support the team will not only make a positive impression but will also expose you to different facets of the operation. Hospitality is all about service, and that starts with your attitude towards your colleagues and the work itself. Be proactive, look for opportunities to contribute, and always approach challenges with a solution-oriented mindset.


What is the single factor that got you your promotion?

Reflecting on my journey, if I had to identify one key element that drove my progress, it would undoubtedly be the unwavering effort I consistently put into everything I do. It's not just about showing up, it’s about investing your entire self into every task, big or small. I've always believed in the power of hard work, that dedication and perseverance are the bedrock of any achievement. But it's not blind effort; it's coupled with a constant desire to learn and grow. I've always sought out opportunities to expand my knowledge, whether it was understanding different departments in a hotel or grasping new industry trends. More importantly, it's about applying yourself fully to whatever comes your way. Whether it was a challenging guest situation, a new system implementation, or even just setting up for an event, I always aimed to give it my absolute best. I embodied passion for my work because I believe to achieve great results, you must love what you do. That passion, combined with the commitment to learn and apply myself wholeheartedly, is what I truly believe paved the way for every step up in my career.

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

This year, I've observed a fascinating, albeit challenging, shift in our tourism landscape. The demographics of tourists and their interests are changing, resulting in a decline in conventional mass tourism in Goa, even during high season. The perception of Goa has shifted. Some perceive it as becoming too expensive or losing its "Goan" essence due to other feasible options within India or internationally, leading them to explore newer destinations. 

To tackle this evolving demand, we need to be smart and adapt, focusing on attracting higher-value tourists seeking unique experiences beyond just beaches. This includes promoting our rich cultural heritage, eco-tourism initiatives in the hinterlands, wellness retreats, and culinary diversity. It's about reminding people why Goa is special and attracting those who are looking for a more enriching and diverse travel experience. Collectively, we need to ensure we're offering good value and a high-quality experience to encourage guests to choose Goa over other options. 

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

One piece of technology I would be excited to see fully incorporated into our operations is a real-time guest feedback system. Picture the ability for our guests to easily communicate their experiences, whether significant or minor, while they are still at the hotel. 

This would transform our approach to addressing issues immediately. Rather than waiting for a survey after their stay, when concerns might be too late to fix, we could take a proactive stance in resolving them instantly, turning potential drawbacks into positive experiences. This enhances both guest satisfaction and loyalty, while also offering us crucial immediate insights to learn and improve in the moment. It’s about moving from a reactive approach to a proactive one, ensuring we meet expectations on the first try and create truly unforgettable stays. 

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

If I could make one technological enhancement to our operations, it would be the introduction of a fully integrated "one army" system that is a unified and intelligent communication system between reservations and the front desk. Imagine a platform that not only relays basic booking details but also proactively shares valuable insights gleaned from past guest stays and preferences. For instance, if a returning guest who always requests a high floor is arriving, this system would automatically flag that to the front desk before check-in, ensuring a smoother and more personalized welcome. Similarly, any specific requests made during the booking process, dietary restrictions noted in previous stays, or even service recovery instances could be instantly accessible to the front desk team. This would eliminate the current reliance on manual handovers and the potential for miscommunication, empowering our front-line staff to anticipate guest needs and deliver exceptional, proactive service, ultimately leading to happier guests and more efficient operations.

What two things would you like to change in the industry?

Looking at the hospitality sector, I believe two significant areas need to advance: first, a stronger industry dedication to sustainable practices that extend beyond superficial efforts and truly reduce our environmental impact. This isn't solely about attracting environmentally conscious travelers; it's about our duty to safeguard the places we operate for generations to come. 

Second, I would urge a more consistent and authentic emphasis on employee well-being and growth. Our staff is the core of hospitality, and cultivating a nurturing and developmental environment will not only lower turnover rates but also empower our teams to provide even more outstanding guest experiences, establishing a positive feedback loop of beneficial results.

 What is your favorite question for a candidate interview and why? 

I have a favorite interview question that helps me understand a candidate beyond their resume: ‘What aspects of working in the hospitality industry genuinely excite you, and what are some of the potential challenges you anticipate?’

This question helps me gauge a candidate's passion for the field and their realistic understanding of its demands. Their enthusiasm for the positive aspects tells me if they have a genuine interest beyond just a job, while their awareness of the challenges demonstrates a level of maturity and preparedness. It allows me to see if their expectations align with the realities of the industry and their long-term potential within it.