Exclusive Interview | Vinit Chhabra, General Manager, The Khyber Himalayan Resort & Spa
/“Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t.”
Tell us about your journey. How did it all start?
My Journey started way back in !992 when I graduated in science from MDU Rohtak and was guided to take up Hotels as an career option as Hospitality was growing at that time. I joined the PG Diploma course in Hospitality Management and there was no looking back after. Started my first Job as full-fledged Housekeeping Supervisor in The Holiday Inn Crowne Plaza, New Delhi. Growing step by step to Executive to Assistant Manager to finally Executive Housekeeper followed by becoming Accommodation Manager. In due course, I rose to become General Manager of few iconic properties like Devi Garh and now The khyber Himalayan Resort & Spa Gulmarg.
What do you think it takes to succeed in this industry?
Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t. Surviving and succeeding in Hotel industry involves a combination of factors, and the ability to adapt to changing guest preferences and industry trends is key. The other major factors involved in the process are:
Good Communication Skills
Good Leadership
Ownership
Mentorship
Emotional Intelligence
Empathy
Quality Facilities and Amenities
Exceptional Customer Service
Effective Marketing & Branding
Learning and Development
Feedback and continuous Improvemnet
Additionally, building a positive reputation and fostering customer loyalty are essential for long-term success in the highly competitive hospitality sector.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
Digital Literacy
Problem Solving
Interpersonal Skills
Flexibility
Attention & quick action to ever changing Goal Posts in terms of Guest Expectations
Knowledge on Eco Sensitiveness & Sustainability and its implementation
The new, young traveler wants experiences and insta-ready content. What do you have in store for them?
Today’s young generation who are well informed due to technological advances as well as their flair to visit around the globe. When they visit us, they are looking at us with lot of expectations in terms of Standards of Service, Attention for detail, Quality of Amenities, Adventure, Ambience, Facilities in terms of Spa, Pool, Recreation etc.
Fortunately, with my current attachment at The Khyber Himalayan Resort and Spa in Gulmarg the adventure is all very natural and have lot to offer from Skiing, Trekking, Leisure, Golfing and Peace.
The other factor of “SERVICE” which is core but very much inherited within our Staff who are mostly Kashmiri about 80% and linked to their traditional way of hospitality as well. Yes, a well-designed training programs are conducted to keep them updated with the latest trends, changes and rising Guest expectations.
Finally comes the advancement in the overall ambience of the property apart from the natural and beautiful views of the Mountains/Valleys from each corner. The Khyber Himalayan Resort & Spa is continuously upgrading the interiors to vibrant murals, stylish décor & unique installations while keeping the culture and traditions of this place alive. Added to this is our policy of using the technology in the daily operations and Guest using facilities is being appreciated by the young travelers which makes their stay more convenient
What does the future look like? For the industry, you, your project / initiative.
As of date especially post covid, the future has never looked brighter. Business is excellent and it looks like that this momentum would continue to next few years at least. We are very enthusiastic the way we have become an aspirational property for our guests which is reflected in our demand as well as Guest Delight.
We wish to remain consistent in providing world class service to our guests and work towards remaining at the pinnacle. Hopefully, we would expand as a company in next five years by adding few more luxury resorts to our portfolio.
