Exclusive Interview | Vinod Suhag, Regional Director of Housekeeping, Gloria Hotels, Abu Dhabi U.A.E.
/ Editor Hospemag“Standardization can no longer be the norm in the Hotel Industry.”
Editor: Tell us about your journey. How did it all start?
I am grateful to have the most wonderful family, friends & mentors supporting me in all walks of life. I think am still too young to say I have even started my journey yet as such.
Way back in 2009 after completing Bachelor Degree of Hotel Management & Catering Technology I got my first break with Oberoi Hotels & Resorts - Wild Flower Hall Shimla & The Oberoi Gurgaon. Where I strong my basics in room division & then never look back. I used to love in Budget making & effective cost control techniques without compromising standards. My experience mainly involved with Pre-opening to final shaping various International chain Hotels. I have over ten years of progressive working experience of serving the hospitality industry in India; U.A.E, Hotels like Oberoi, Taj, Dusit, Marriott Hotels & finally Joined in Jan 2020 with Gloria Hotels & Resorts as Regional Director of Housekeeping
My involvement with general front line duties and the administrative aspects of the room Division give me a strong understanding of its responsibility in making a hotel a success.
With my strong leadership and communication skills, I have been successful in: Team building, staff retention, structured regular trainings, higher guest satisfaction scores, succession planning for team members to ensure that all team members have a passion for their job to significantly contribute towards the company’s revenue, guest satisfaction, and employee satisfaction targets.
Editor: What do you think it takes to succeed in this industry?
Passion, Creativity, flexibility, understanding your business & customer needs are the key elements to succeed.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Right Attitude is a first priority more than Knowledge & experience. Rest things can be develop by training & development program.
When I have to hire anyone, I will look for Positive Attitude, confidence & leadership qualities, who used to give success credit to their team & love take ownership of failure.
These are the greatest attributes to building culture at the workplace.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
In my Opinion, Trainees are the future leader of Hospitality Industry same as like Children are future nation builder. Trainees must consider themselves similar like fresher Employees. Always look at ways to learn & ask Questions
Trainees should be nurtured professionally & must be given all the possible resources to learn which contribute creative ideas & more Productivity.
Editor: What are some of the trends you see impacting the hospitality industry?
Contemporary needs, demands and desires of tourists client
Digitalized Guest Experiences - Hoteliers now providing this service to their Guest and can now control many aspects of the guest cycle and experience.
Booming Global Tourism - Low-cost carriers enable more people to travel the world at a reasonable price.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
Technology made us faster & easier life for all of us. There are various technology so far I used in my career to enhance Guest experience like Remote Check-In/Check-Out, Smart Guest Experiences, Mobile Room Keys, Smart Minibar in Guest rooms, Smart Car Parking, Hot SOS /Triton, Guestware, Review Pro, Lobster Ink, Employee Online Survey etc.
Editor: Two things you would like to change in the industry.
Hospitality is a very nice industry. As we know Creativity comes from confidence, what if we build a culture where everyone recognises each other by Name from entry-level to Top rather than Sir/Maam/Mr or Ms It will definitely overcome the Generation Gap & increase more opportunity for creativity/productivity/efficiency.
Open for Ideas & Suggestion – Feedback is very important for any industry to improve their services & sustain in the market.
Editor: What can we expect in the coming year?
Standardization can no longer be the norm in the Hotel Industry
Technology will be an accelerator for business - Major firms will replace most hotel brands because they can offer more technology solutions and create markets to attract customers
The tendency of customers to avoid traditional hotels.
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