Exclusive Interview | Nikhil Pandit, Human Resources Manager, Fairfield by Marriott, Kharadi Pune

“We look for Positive attitude, Team Player, Product knowledge, Integrity & Leadership skills”

— Nikhil Pandit, Human Resources Manager, Fairfield by Marriott, Kharadi Pune

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

Nikhil: My journey started in the HR solutions from Adecco & then Randstad where I initially worked in the staffing sector for them. Post that I worked in Fortune ITC & then moved to my current role in Marriott. In my career I have worked with various sectors & gained good insights while working in the said sectors. It’s been a fruitful journey of 11 years in which I have learnt a lot. The biggest learning was basically in the pre-opening of Fair-field by Marriott Pune Kharadi in which my knowledge from the HR Solutions Company & compliance helped me in having a seamless opening of the property.

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

Nikhil: Good communication, and by communication I mean able to actively listen to the guests concerns & being able to get them resolved. Also taking the feedback from the guests in the right spirit helps us in converting the guests to become a loyal customer thus getting repeated business. Good communication from everyone impresses the guests and this help us in succeeding in the industry.

Apart from communication you need to be a good observer and calm personality. An observer observers all the fine details and listens carefully which is how we are able to give a personalized service to each guest and create a wow moment for them which is also called an experience. Calm personality is equally important as you don’t know what come through that door. A guest who had bad start of the day, a celebrity , a guest who missed his flight or a family who is on vacation with lots of expectations. With a calm mind you can take correct decisions for your guest, company, team and yourself.

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

Nikhil: Turnover and hiring new employees can be both time consuming and costly for businesses. We try and retain as many hard-working associates as possible, promoting internal talent is the first priority that we in Marriott have. There are certain qualities we look for when hiring new employees, which often can be discovered in the first interview. Few of them being Positive attitude, Team Player, Product knowledge, Integrity & Leadership skills. For People who want to work with Marriott, I believe they should have the above said attributes but the most important would be is to have positive attitude in life towards everything & smart work.

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

Nikhil: The biggest trend that I foresee in the hospitality sector is going to be the safety standards that will be followed post the Covid 19 normal. People will be more conscious about their well-being in the hotels rather than the luxury part. Also a lot of hotels would see more emphasis on accepting the new normal ensuring the safety and security of the associates and team.

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?

Nikhil: Marriott as a company believes a lot in being tech savvy. We have platforms such as GXP (Guest Experience) which enhances us in serving the guests more efficiently. It helps us in identifying repeat guests and anticipate their needs using past requests and case history. Collecting and managing guests preferences. Mobile chats with guests right from pre arrival to check out to ensure the guest journey is seamless. A guest experience is created from the time they think of taking a holiday or business trip and they start planning.

Marriott has made sure it is present on social media and interact with all kind of travellers by giving them great information and insight about the city, hotel, places to explore. Mobile check-ins are available at most of hotels, we have robots serving in some hotels , now with Covid-19 all our hotels will offer contact less dining experience in a sense you can see the restaurant & IRD menu on you mobile , you can order food on your mobile when you are in the comfort of your room, you can pay directly via QR code.

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

Nikhil: I as a person would certainly like the below mentioned changes in the industry

A) Parity in norms for operating

B) Ready pool of talent across the board

---

Read More Human Resource Manager Interviews