Exclusive Interview | Harkaran Singh, General Manager, Hyatt Raipur

“At times I see guests treating a colleague in a way, which is not acceptable however when someone senior is dealing, the tone changes – Why? We should respect the Individual, not the title. ”

— Harkaran Singh

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

I originate from Chandigarh – the city beautiful. I am the first in my family to be a hotelier and began my hotel career in Chennai in front office operations. I completed my hotel and business management from D-IHM, Pune, and American Hotel & Lodging Association, Middlesex, the U.K in 2006. 

After spending initial 2 years in Front Office Operations, I moved to Revenue management where I joined IDeaS Revenue Optimization – A SAS Company as a Revenue Optimization Analyst based out of their technology centre in Pune. Got an opportunity here to work on revenue analysis and data analytics for hotels worldwide. 

I started my Hyatt Career in the year 2010, at the Hyatt Pune (Pre-opening) as a Revenue Manager, followed by other appointments at Hyatt Hyderabad Gachibowli, Hyatt Regency Kolkata before moving to Hyatt Raipur as General Manager in the year 2018

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

Well, there are various attributes but the most important is being passionate about the industry which is the key to success. Being determined and passionate and understanding that it is the long hours one will have to put in and work during holidays and festivals as hotels are the place people go to celebrate and rejuvenate, and we hoteliers need to be there for our guests extending that memorable experience.  

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

As I mentioned being passionate about your job is what makes you succeed in our industry. Hence I look for colleagues who understand this and display being enthusiastic and passionate about hotels. We can always train our colleagues about processes and procedures but the customer centricity, the passion to work for people, the friendly personality have to come naturally. 

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? 

The training period is actually a very important period for all future leaders of the hotel industry. It’s not just a tenure they need to be taking notes or be serious – it’s a time they should use to understand hotel industry operations at ground zero level, do a retrospect and self-analysis of whether they belong to the hotel industry or do they need to re-think about their decision of joining hotels. If they get to love the hotel industry during their training and wake up every day looking forward to their action-packed day at their hotels, then there is no looking back. It’s going to be a win-win for both – the hotel organization would look forward to getting passionate hoteliers in the making and an individual who gets a better understanding of hotels and the effort that goes into making a hotel organization successful. 

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

Our industry is an ever-changing industry and we hoteliers need to be adaptive to the change and adopt and adapt to the trends impacting guest experiences. 

To elaborate a bit, at Hyatt Hotels we understand the needs of our guests and always reimagine hotel experiences in line with the ongoing trends. For example, Hyatt was amongst the first hotel chains to extend complimentary basic internet access to all our guests visiting our hotels as the internet is the basic amenity which any guest would require in today’s world. There are many examples to share however with the ongoing CV19 global pandemic, Hygiene has become the new luxury. For hotels and hospitality institutions, Hygiene and safety have always been important however with the CV19 pandemic it is at the forefront of everything we do. And how we communicate what we do to the guests will play an important role. 

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?  

Well, keyless entry to rooms to great e-conferencing facilities and a strong and stable Wi-fi facility is very basic in today’s world for any business hotel. With the CV19 pandemic hitting the world, contactless guest experiences in our industry are the new normal. Hence I see a great transformation with technology being a great support in us delivering guest experiences in the years to come.  Guests will be able to communicate and connect instantly, hotels need to ensure they can provide feedback and services instantly.

Editor: Two things you would like to change in the industry. 

I started with Front office operations and till today can see guests being hesitant in giving deposits on arrivals. There is no service or product which can be consumed first and paid for later, hence would love to have seen guests understand this and we all understood that the hotel business is a ‘Business’, a business which extends credit based on some deposit to be able to function. 

Another thing is understanding that hoteliers are also people who need to be treated with respect. We are in a people’s industry – People serving People hence would wish to see everyone being humble at all times – as a guest and as a hotel employee. At times I see guests treating a colleague in a way, which is not acceptable however when someone senior is dealing, the tone changes – Why? We should respect the Individual, not the title. 

Editor: What can we expect in the coming year? 

Well, the coming year has a lot of re-imagined operations across our industry. I think with the CV19 pandemic, we still functioning because we learn and change the way we operate.

Travel is changing, not stopping. As I mentioned earlier, we just need to be open to change, keep learning, un-learning, and re-imagine hotel operations extending genuine hospitality and experiences to our guests and colleagues. 

Technology will surely be a game-changer and add to the Luxury aspect of the hotel. It is going to be interesting times for us to adapt and get used to operating in a more flexible and tech-oriented environment. 

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Exclusive Interview | Fabien Gastinel, General Manager, The Oberoi Marrakech

“Patience, tenacity, steadiness, excellent listening/presentation, and grooming. The way we act and we portrait ourselves in hospitality is the key to success”

— Fabien Gastinel

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

Well getting into hospitality was an unexpected journey. My dad's biggest wish was that I become a doctor but I was just not talented enough in Mathematics. When I passed my high school diploma, I actually did not know what to do really. A very good friend of my dad though was the owner and general manager of “La Pinede Hotel” in Saint-Tropez, France, and suggested that I take a summer job as a Major D’Homme (Butler) at his hotel. While doing for several weeks I fell in love with the daily engagement with guests and the passion to exceed their expectations consistently. I was as well amazed by the presence of this gentleman standing in the lobby and being the host of the hotel - then my dream was to become like him one day. I then proceeded with the Hospitality College in Marseille, France, and once completed I left for the US to start my career with Sofitel as a Management Trainee.

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

Above all the passion to interact with people and the will to exceed their expectations. That is the basic of luxury hospitality. But as well when starting a career – some key attributes are as crucial in order to succeed: Patience, tenacity, steadiness, excellent listening/presentation, and grooming. The way we act and we portrait ourselves in hospitality is a key to success, being as well our posture, verbal language. In an environment where we face colleagues and guests very often this is crucial. Like many other industries being a good leader and coach is paramount as we influence others every single day. Last but not least – networking is as well as important, very often I tell my team “network is your net worth” – it’s all about whom you know and who knows you!

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

We do hire for the right attitude, the passion to serve and engage. This is much more important to us than the experience. Knowledge can be taught and trained however it is much more difficult to train for attitude. Being in an environment where we do have interactions with others every single minute it is key to us to have team members that are naturally out-going with a pleasant personality and can-do attitude.

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?

Listen, observe, work hard, being curious and outgoing. The more they are able to absorb while they train the faster they will grow. More importantly, showcasing a very positive attitude and learning from experienced team members.
Editor: What are some of the trends you see impacting the hospitality industry?

More digitalization: we have already entered this world but we see it is taking great importance nowadays with hotels getting into fierce competition.

Cuisines of the World: lifestyle dining venues that offer new cuisines from around the world. We see this with restaurant venues such as Coya, Amazonico, Sexy Fish, Nus’Et, and many others.
Bleisure Hotels: the world of corporate travel has changed with COVID and I believe we will see a shift in the way business hotels are built with very strong leisure components.

Wellness and Sustainability taking center stage in hotels: We see this more and more with a very strong need from the new generation to connect with nature and healthy foods.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that goes into creating your guest experience?

I personally do not believe tech will be able to replace human interactions when it comes to experiences. Tech will continue to be developed but not in a goal to improve guest’s experiences. It will probably make it more accessible.

Editor: Two things you would like to change in the industry.
First, the business model most companies adopt. Most hotels are on management agreements where they do not own hotels but manage them only. Often hotel teams are left reporting to owners who do not necessarily understand hospitality making it very difficult for operators to deliver. There should be a shift where operators are fully independent and able to be accountable for their decisions and results.

Second, I do personally believe that many companies do have too many brands and that it becomes confusing for the customers. Instead of having 20 brands with a lack of identity for some of them, I do believe we should focus more on having fewer brands with a very strong brand entity.

Editor: What can we expect in the coming year?

A slow recovery. We need to remain confident but the world economy has been affected and it will take a few years to get back to the 2019 levels of business. Our industry is very much dependent on the airline industry and airlines will need time to build back their fleet. Our industry is very resilient though and that should give us hope and smiles on our faces!

Exclusive Interview | Ravi Singh, General Manager, Ramada Dehradun

“Being an academician myself, I would also like to change the way hospitality education is being imparted and we have taken the step by starting Servo Hospitality School where our key focus is on experiential learning”

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

One of the most defining characteristics of Indian culture is hospitality and I have been bought up to the common phrase of “Atithi Devo bhava,” meaning, “Guests are forms of God.” Hosting guests at home during vacation is one of the fond nostalgic memories I have of my childhood. This is perhaps what instilled in me an interest in hospitality, and I choose Hotel Management as a career option. I completed my Hotel Management training from MS Ramaiah University and started my career with Taj Gateway in Bangalore.

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

It is Passion, Discipline, Hard work, and Patience that are the key virtues that every hotelier must possess and make it a part of their professional life. Leadership skills are also a prerequisite once you start managing big teams.

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

We look forward to hiring passionate people who are open to learning, carry a good attitude, and have good communication skills. If any candidate fulfils the above attributes, he is the right candidate for us.

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?

They need to be more responsible about their attitude and their learning. Trainees need to be proactive and inculcate the belief that learning is their own responsibility.

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

The millennials and Gen X travel trends are different compared to others. They are more focused on new experiences rather than focus on luxury. They are more inquisitive and always on the lookout for something new. We as hospitality professionals should start creating experiences for the new age travelers. Personalization of experiences is also one of the key requirements of the new age travellers.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?

Technology makes processes faster and more accurate. Data is the new gold and we as an industry have also started focussing on the same. Incorporation of Artificial Intelligence in our reservations, feedback mechanisms, revenue management, and food orders will drive the growth of the industry in the years to come. In the expansion phase at Hotel Ramada, Dehradun, we are also looking at AI integration and creating smart rooms with Smart Locks and many other features including Alexa integration. Future is tech-driven and in countries like Japan and China, bots have been put to use to do many jobs that were earlier performed by humans.

Editor: Two things you would like to change in the industry.

Firstly, the way teams are being managed. Secondly, work timings in the hospitality industry. Being an academician myself, I would also like to change the way hospitality education is being imparted and we have taken the step by starting Servo Hospitality School where our key focus is on experiential learning.

Editor: What can we expect in the coming year?

Gen X is going to drive the changes in the next few years. Sustainability is going to get a lot of focus and every hotel brand is working towards the same. It is all going to be about the data and tech-driven decision making and creating a personalized hospitality experience for every traveller.

Exclusive Interview | Ramzi Assily, General Manager, Golden Tulip Doha

“For every bad thing happening there is a hidden good thing that can be exploited.”

— Ramzi Assily

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

Over 35 years of experience, Graduated from the Glion Institute of Hotel Management in Switzerland. Major experience is in the Middle East, North and Central Africa as well.

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

Perseverance, dedication, pleasant personality, adaptable and for the GM position, must be familiar in all fields.

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

Attitude, willingness to work hard towards personal development, flexible (this is not a 9 to 5 job), take responsibility, team player. Experience is second.

Editor: You have been running at 65% occupancy with around 500 covers a day between room service and outside catering, doing better than last year. What is your secret? What can other hotel leaders learn from this?

There is no real secret, you will need to adapt and look from within for local opportunities. For every bad thing happening there is a hidden good thing that can be exploited.

Self-assess the situation to minimize the damages rather than going drastic such as closing the hotel and sending everyone home.

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Exclusive Interviews

Exclusive Interview | Rajib Roy Choudhury, VP AHPWI, CG State, General Manager, The Aananda Imperial by Svenska

“I am also a passionate cook, an ardent music lover, photographer and movie buff, am a person who loves to travel for memories and food.”

— Rajib Roy Choudhury

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

I began my journey in hospitality way back in 1995 with Cidade de Goa in F&B Service and since then has been a culinarian, an entrepreneur and a person who has led some of the finest restaurants, food & beverage operations and hotels in West Bengal, Kolkata, Goa, Hyderabad, also a short stint at Sultanate of Oman. It has been a remarkable journey which gave me strength and courage while being in pursuit of providing hospitality with humility. I brought along my passion and excitement to Kolkata to lead Floatel as the General Manager, which in due course of time became the “Best address” in Kolkata in respect to passionate deliverance, my stint with The Sonnet was no less exciting, with an exuberant team we at The Sonnet achieved milestones and set benchmarks over a period of 8 years.

With over 20 years of luxury and downtown hospitality background, presently I am with The Aananda Imperial by Svenska at Bilaspur Chattisgarh and with an energetic team I want to grow its footprint as one of the celebrated MICE hotels in the region. I am also a passionate cook, an ardent music lover, photographer and movie buff, am a person who loves to travel for memories and food.

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

A lot of effort goes into making a hotel successful, and much of that responsibility falls into the lap of us. Regardless of the size or location of a hotel, we need to work cohesively with other team members to get the job done.

Confidence and informed decisions. We require to make the most important decisions at the hotel, and it's necessary for one to be able to take quick, decisive action at a moment's notice. Resilience, Patience, Tenacity, Knowledge, Teamwork, Entrepreneurship, Humility... all of these are steps towards success.

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

Well, interviews are a great way to learn about a candidate’s experience, personality, and work ethic in their own words. That shows us how they fit into our hotel, our mission and vision and can give us a more accurate picture compared to just a resume.

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

Discipline and dedication, the two principles are key for what a hotel management trainee is supposed to have along with acquiring a good working knowledge of the hospitality sector with special attention to dealing with customers. The various roles and responsibilities of individual departments would also be something that they should be knowledgeable about ....once that is attained the hotel also gets an employee ready to kick start wearing their belt and button ...and the trainee gets a platform to flourish.

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

There has been a tremendous chance located in the last few years.... *Catering to millennials

Millennials (those ages 18-34) are expected to represent 50% of all travellers by 2025, as they travel a lot; and are early adopters of technology. Hotels will want to please them with easy check-in and gourmet dining experiences at reasonable prices. In return, satisfied millennials will actively promote their businesses on social media channels

*Tech explosion

The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites.

 *Influx of international visitors      

 *Increased emphasis on health and well-being

Guests today are taking charge of their health...hotels are responding with well-equipped fitness centres, pools and spas.

*Need for seamless technology

Seamless connectivity across platforms and devices is growing more important.

*Sustainability rules

Eco-friendly practices are becoming the norm, 

*Real-time damage control

If a hotel guest is dissatisfied, he or she can easily complain at various platforms and getting faster feedback on the same....this has its demerits too.

Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience? 

E menus & E payment options, Smart meeting spaces, Social media & Review websites, In-room technology are some of the few.

Two things you would like to change in the industry.

Consumer behaviour at times and Industry status to Hospitality & Employee benefits.

What can we expect in the coming year?

All Hotels are cutting back on their growth forecasts for the current quarter and are witnessing a dip in occupancies and revenues this month following the Corona Virus outbreak with both business and leisure trip cancellations coming in by inbound travellers and future bookings getting stalled....however, the unorganized sector is the only silver lining.

Hotels should use the opportunity to devise and implement an “In the verge Plan” to ensure that when demand bounces back, we are well prepared to benefit from the upswing.

1.  Minimum operations sufficient enough for quick recommencement when the opportunity arrives

2.  Implement a subtle digital and social media marketing strategy to retain mindshare of customers

3.  Engage with suppliers/vendors to compute their capacity to re-engage with us on the strike of trade.

4.  Develop and maintain communication lines with key customers and team members

5.  Continue to remain in discussion with relevant Chattisgarh government authorities 

6.  Develop a Reopening Plan and with a Sponge Budget...meaning with pockets of absorption as future mapping would be difficult with an unprecedented present

7.  Utilize this period for implementing Ken-fix-it / upgradation, wherever possible.

Exclusive Interview | Md.Javed Khan, Hotel Operations Manager, Avani Seychelles by Minor International

“I am a hotelier by chance, but now when I look back, I can strongly confirm that I could not have been anything else. The buzz of a hotel makes me jump out of bed every day.”

— Md. Javed Khan

Editor: Tell us about your journey. How did it all start?
I had no idea of hotels until I was in my 12th standard. I did not even know that there are colleges which teach you how to manage hotels? Nobody in my lineage has ever worked in hotels. I had only seen five-star hotels in movies and in Lucknow and Delhi from outside and heard stories like a tea costing INR 500 in Taj Mumbai from my uncle coming back from abroad while growing up and it gave me goosebumps thinking about it.

I am a hotelier by chance. I was fascinated with the Indian Air Force and was preparing for it in Lucknow. There while visiting a sick friend, I came across the brochure of a hotel management course by Govt of India and I found it quite interesting and applied for it as well. Unfortunately could not make it to airforce due to my eyesight but got selected for hotel management for Ihm Lucknow.

This is where my journey started, IHM Lucknow is one of the finest hotel management colleges in the country and faculties are simply out of the world. Everyone teaches you to be successful and they really take the pain to teach students who thought hotel management was no brainer. I feel I was very blessed to get into IHM Lucknow. Here I was highly motivated and my life was touched by my one faculty whom I am eternally grateful is Mr.T.K. Bansal who always believed in students who were not from so posh backgrounds and always kept an eye to make sure we do not lose focus. Now when I look back, I can strongly confirm that I can’t be anything than a hotelier.

The buzz of a hotel makes me jump out of bed every day for the last 16 years. Meeting new guests, making their life events into everlasting pleasant memories, listening to their stories, exceeding expectations, meeting team members of different cultures, managing emotions, planning and execution of months planned events is all so satisfactory that I am always excited to be on the floor.

I started my career with Leela group of hotels as I was picked by The Leela Group from Campus recruitment in 2004 as Hotel Operations Trainee in food and beverage service and then worked in Leela Mumbai and Goa for next five years in food and beverage as a supervisor, Restaurant manager and Banquets manager and thoroughly loved it. Leela hotels are exemplary and market leaders when it comes to the marriage of luxury and local Indian culture with the highest regards to finesse as owners themselves are so involved and keep a close eye on interiors and decoration of all hotels. I am very lucky to have got a chance to open eyes in the industry in one of the best hotels in the world, The Leela Goa. I was taken under the wings of our F&B training Manager Mr.Oliver Fernandes and our EAM food and beverage Mr.Daniels. These two have a huge impact in making me a better person and a professional. The best learning was from the philosophy of our late Founder Chairman Capt. C.P.Nair of Leela group of hotels which is “Atithi Devo Bhava” (2004-2009)

Later I moved to Seychelles to be part of pre-opening of Constance Ephelia as F&B Duty Manager and was instrumental in setting up the department. Once moved overseas I realise that If I wish to be a great General Manager someday, I must learn the accommodation management too hence came back to India with Lalit Bangalore as Asst. Front Office Manager and overlooked Food and Beverage too for a few months from (2009-2012)

At this time Leela Chennai was getting ready to open and I joined my previous employer as pre-opening AFOM and then was promoted as FOM and again five years in Chennai too. This was the first-ever beach facing business hotel as a palace and luxury at its best again. Big operations and here I get to make my own team as in pre-opening this is the best part that you start from scratch and impact of your conduct and management style can be everlasting.

I loved every bit of it and we were a superb team of front office which won mostly all rewards in the unit and corporate level on based of guest’s satisfaction, mystery audits and more than 75% team were promoted to next level and this was the most satisfactory as a leader. Leela Chennai, I was highly influenced and rather groomed to be successful General Manager someday by my pure-opening General manager Mr.Pacal Dupuis and Post opening General Manager Mr.Chengappa. (2012-2016)

After Leela Chennai, I moved to the Maldives for two years as Executive Assistant Manager for Atmosphere Hotels and Resort and managed two of the most luxuries and beautiful resorts which are OZEN and OBLU by Atmosphere. These are all-inclusive resorts and you get to host who and who of the world. Guests here become family as they mostly stay for two weeks and you get to know the different perspective of businessmen, sports personalities, Gurus, writers. It was a great experience to manage an International team by my own and I enjoyed till core and learnt so many traits from my colleagues and my COO Mr.Giri who is an absolute GEM and taught me so many things. (2016-2018)

After the Maldives, I moved to Seychelles again for my second term with Minor hotels which is a well-known company from Thailand as Hotel Operations Manager and still with them as Hotel Operations Manager. I was part of a team which was creating the vibes about Avani Seychelles in the local and international market after taking over from Le Meridian. The hotel runs on very high occupancy and in always 90+ which keeps the entire team always on our toes and makes our life challenging to maintain the rooms and public areas. So here comes the importance of gradual and well planned back of house management. I worked with two General Managers Mr.Vilar and Mr.Nico and learnt a lot from both of them. Especially the importance of sales and digital marketing and presence on social media. Minor has more than 536 hotels in all over the world and really looks after the talent well. I have not seen or heard a group so organised and planned and genuinely caring about the growth of its people. We will have a prime hotel management college soon in Thailand. (2018- till date)

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

The hotel industry is a very hardworking and round the clock so not meant for everybody and that’s the reason there are so many who quit in the first year of their placement/jobs in hotels after college and they go back to further studies to diversify into other industries. From my personal experience and point of view, the one thing which you must have to succeed is to be genuinely honest with your trade. Do it with all you have and have patience. Also, I believe one should be people’s person and you must lift others in the process and touch the lives of your guests and of your teams.

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

Integrity, Confidence and energy. Hotel trade is simple and can be taught and people can be trained easily. But one must be confident and energetic and should be pleasant. Naysayers and cynics find it difficult and bring down the energy of the entire team and that’s why all international brands have started a psychometric test to check before offering the job to check if one is a perfect or almost perfect blend with the vision of company psychologically as well.

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?

A- They get the real exposure to actual hotels which can’t be taught in theory or in practical labs. So it helps them to choose which trade they will go after their degree or diploma so they get another two years to prepare for it. It is like reading fantasy for one year and then actually living it.

B- Trainees are smart these days and can be trained far easily and they are hard-working and multitaskers and soon they become master of all trades in the hotel so they really help in busy periods and some of them even really fill in case of dire needs or medical emergencies. Their contribution is immense if trained wisely and kept motivated. Senior management must be involved and must oversee their development as they are our bench strength and our future.

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

I think there is a rat race of putting as much technology in practice in hotels as much one needs to learn to be an astronaut. It does not matter how much technology you can put in a hotel but the biggest effect will always be the personal touches and time spent in homework to know your guests before arrival or a repeat for his preferences to wow them. Technology or AI can’t substitute personal touches. People come to hotels for the overall experience and to feel important and for an ego boost and not into an ATM. Luxury is not making everything automatic but emotions and services added to the whole experience with proper homework.

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?

Yes, I have come across many new trends and gadgets and apps which has simplified marketing and made it reachable to each corner of the planet. A simple tagging on Instagram gives so much mileage for a hotel or Restaurant to market itself in seconds.

There is two software which I am very fond of one is Opera 6.0 and had made lives of the front of the house, Reservations and sales errors free and data collected and compared is unimaginable. The hotel can wow so many guests if they use it even 60% of it’s potential. You can even locate the guests in the hotel with the help of software on your laptop or desktop. The second one is Triton this helps us in managing guest’s requests and has made everybody accountable and has completely blown away the old fashion blame games when things went wrong. It has escalations in a timely manner so as a simple request of a towel to be sent to the room can be escalated to General Manager if not delivered in the time agreed. However, we must be careful of over usage especially in guests experience areas so it does not become emotionless or fully automated.

Editor: Two things you would like to change in the industry.

Intelligence over flamboyance- In the process I feel many hotel owners or CEOs or top executives hire the important roles to head their business or department on based of flamboyance and personal appearances but we must remember it is a business too and to run a business you need a high level of emotional and analytical intelligence too.

Work-life Balance- We all must plan well to ensure people are not exhausted and had enough time for family as well. It is possible with good planning and anyone who ever worked with me will vouch for it. That if we wish then we can have work-life balance implemented in busy hotels too.

Editor: What can we expect in the coming year?

After Covid-19 once life comes back to normal. House-keepers will be the most important. Cleanliness and hygiene will have to be 1000% more foolproof and guests will search positive comments of housekeeping and hygiene of a hotel on social media before booking it. Location, location and location will be hygiene, hygiene and hygiene for at least the next 12 months.

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Exclusive Interview | Ratul Gupta, Deputy General Manager - Resort, The Source at Sula, Beyond by Sula

“Flipping through my Grandfather’s share books of EIH, IHCL & ITC during my school days, I was fortunate to get an early glimpse of the Hospitality world. While then I hardly understood the financial statistics, I developed a vision to pursue Hotel Management”

— Ratul Gupta

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

Flipping through my Grandfather’s share books of EIH, IHCL & ITC during my school days, I was fortunate to get an early glimpse of the Hospitality world. While then I hardly understood the financial statistics, I developed a vision to pursue “Hotel Management” (my colleagues were all out to crack the Joint Entrance for Engineering & Medicals!)

Passing out from the Institute of Hotel Management Chennai in 2002, I was actively seeking a job in Food and Beverage Service. The twist came when I stepped into The Oberoi Rajvilas for an interview! I got selected but in Housekeeping as an Associate. I immediately grabbed the offer which I couldn’t refuse primarily because I was deeply touched by the warm, friendly & multi-talented environment. From there, I moved on & was fortunate to work with some of the finest hotel chains of ITC, IHCL, Marriott International & Accor where I took charge as an Executive Housekeeper.

However, my big turn came when I got selected by India’s leading & one of the world’s most Sustainable Winery- Sula Vineyards Nashik for the position of Deputy General Manager Resorts in 2017. This has truly been a God’s blessing in disguise primarily because it gave a new dimension to my learning curve and making way for an exciting career path in Wine Tourism.

And then there was no looking back…….

I now happily recall the lines from “The Road Not Taken” –

“Two roads diverged in a wood, and I-

I took the one less travelled by,

And that has made a difference.”

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

While discipline, hard work & passion for perfection are the key focal points, my mantra to success is Consistency with KISS – doing the same thing with perfection again and again & Keeping It Sweet & Simple (KISS). And finally, a little garnish of Creativity will always generate a sensation of X-Factor leading to great success stories.

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

Wear the Right Attitude with a Genuine Smile!

I would love to work with someone who is willing to help, learn and grow with the organization, display sparks of enthusiasm, demonstrate positive body language with a firm belief that Together Everyone Achieves More.

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

Focus on Basics!

Trainees should use this Learning platform to the fullest to understand their area of interest & the way forward. While they contribute in multiple little ways towards various hotel operations, Trainees need to be groomed with the right Quality Training & inculcated with the passion for Spirit to Serve.

Looking through the larger window of Sustainability, a WIN-WIN situation between Hotels & Trainees will help to create a Talent Pool for the hotel industry to absorb these talented professionals who are the promising Leaders of Next Generation.

What are some trends you see impacting the hospitality industry?

Touchless Hospitality, Digital Marketing & Flexible Dynamic pricing will be some of the new trendsetters. Hygiene & Safety protocols will be the most sought-after post-COVID-19. Keeping the hotel Clinically Clean will be the Real Key to Success.

There is a possibility of fewer Guest request on Extra Item request to be delivered to the room as Guest may prefer to carry their own items.

Also, Turndown Service can be done away with.

Another significant focus under Sustainability will be – use of Local resources. Promotion of locally grown fruits and vegetables, Local dish displaying as Chefs Choice in Restaurant, responsible Local purchasing etc to name a few. Thus, health food will gain more importance.

Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?

Very true. While the pre-COVID-19 world witnessed multiple user-friendly technologies like Online Academie, PMS, Guest Review Management Tool, Complaint Management System etc, the new era post-COVID-19 will see the evolution of Innovative Disinfection Technologies, QR codes, digital payments, e-Registration, contactless Check-in, palmtops usage, User-friendly mobile Apps which will create a Guest experience in the upcoming tech-savvy world.

However, on a personal note, the key to create Guest Delight would still lie in offering Personalized Service. The personal attention and CARE (Courtesy, Appreciation, Respect, Empathy) with an underlying emotional touch will continue to create a unique Guest experience!

Two things you would like to change in the industry.

I look forward to re-emphasizing on:

Rewards & Recognition – A Step up for increased recognition of Hospitality Servers is the need of the hour. The tireless efforts, unmatched dedication & going the extra mile truly displays our Service Excellence which often goes unnoticed and unsung.

Training & Development – While the world is moving to Online Learning, I personally encourage The Old School of Learning. Emphasis on hands-on demonstration, on the job training, evaluation of Training, One on One sessions, Feedback sessions, Open Forum etc creates the essential foundation of Learning & unleashes the true potential of an individual.

Continual demonstration pepped with dollops of humour is the real pathway of Success!

What can we expect in the coming year?

Extensive use of Technology wherein Guest need not touch many surfaces would become commonplace. The area previously termed as “nice to have” will become a necessity. Ethical hygiene is going to be a new trend. Wellness is likely to become the core of all functions.

Domestic Tourism and Rural Tourism will evolve. Rural locations which are a short drive from a large city shall benefit first.

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