Exclusive Interview | Varun Balwani, Commercial Director, FCS Computer Systems - India, Nepal, Bhutan, Bangladesh

“Hospitality exists when you believe the other person is on your side”

— Varun Balwani

Editor: How did it all start? Share your journey with us.

My love for hotels began back in 2004 after I switched from majoring in science to pursuing hotel management at the Banarsidas Chandiwala Institute of Hotel Management and Catering Technology (BCIHMCT), IP university. Since then, it has been an absolute pleasure being part of this industry, and I’ve never had a reason to look back. From offering cold towels at The Oberoi Vanyavilas to serving over 200 hotels within India with products by FCS, it’s been fun.

Editor: How did you choose the front office as your line of specialization and where did you spend your time in your career?

After completing my industrial training from The Oberoi Vanyavilas, I had decided to pursue the pathway of Front Office as a stepping stone into the industry. In 2007, I was fortunate to have been selected as Executive Trainee at The Imperial New Delhi. Since then, for over the next decade, I have spent valuable time growing and learning from well-recognized brands such as The Leela Kempinski, Roseate Hotels & Resorts, and Hyatt Andaz New Delhi. In fact, my last assignment as Front Office Manager was at the Hyatt Andaz New Delhi.

Editor: From soft service to software business, how did it all happen……

It all happened so quickly and I truly believe it was the call of destiny. I was floored after my interaction with our CEO Mr Yoon in Bangkok. My love for computers since an early age led me to my decision of joining FCS back in June 2018. It’s been amazing working all these years in a new vertical and it has become my mission to nudge the hotels in India towards the right direction of implementing technology to improve the way they run their operations. I have always believed that the hospitality industry is much more than the core business. The role allied partners play in the success of a hotel is huge and I can’t agree more since I have witnessed it firsthand.

Editor: Do you miss working for hotels?

Yes, of course, I do. I sometimes feel that I was born to be a hotelier and it’s very difficult to imagine working in any other industry that can offer so many new challenges thrown at you every day. However, even though I now serve the industry from a different angle, I experience interesting challenges that make every day exciting as well.

Editor: How has FCS transitioned during the pandemic with all new challenges imposed by the pandemic?

FCS has always been quick on its feet. We developed and delivered a new checklist solution within 7 days of its request to a major chain in India for its COVID-19 prevention operations. Currently, we serve over 60 hotels with that one product alone and it’s quite an achievement knowing the fact that curating a technology can take years. 

Editor: Having worked in hotels, how do you see your products helping hoteliers in day-to-day operations?

Each solution of FCS has been designed while keeping in mind the intricacies of hotel operations. With just one application in hand, a housekeeper can do all 10 out of 10 assigned tasks without having to make a single call to another associate. Similarly, a concierge can manage baggage operations without holding an errand card. We have a range of game-changing products that focus only on making the overall guest experience greater while providing a better controlled bottom line.

Editor: As a hotelier what new challenges do you foresee for hotels and how do you see them overcome the same?

Currently, the entire hotel industry has been a victim of the global pandemic. And, we are constantly adapting to the latest situation. Most of the hospitality industry is in a conservative mode including hotels, airlines, and allied industries. However, I have seen the industry overcome multiple setbacks before, and I am very sure we will come out on top. Once the post-pandemic world takes over, we will see hotels reverting back to high-traffic operations in no time. And when that time comes, we will be ready to help them get back on their feet.

Exclusive Interview | Dr. Himanshu Talwar, Additional Director, FHRAI Institute of Hospitality Management (FIHM) , Assistant Secretary General, FHRAI

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

It all started with my first job with an industry association in the year 2007 wherein I decided to follow the principle of continuous learning, relearning, and re-skilling myself throughout the upcoming professional career. Following which, after having acquired Masters in Business Administration (MBA), I studied Philosophy, Law and, attended Executive Management Program-me (s) at Said Business School (SBS), The University of Oxford, Indian Institute of Management (IIM), Calcutta, and Indian Institute of Management (IIM), Bangalore. Thereafter I did Doctorate and D. Litt (H.C.) in Business Management. I pursued all these degree programs while working for industry associations, international organizations, foreign governments, and while doing consulting assignments in India and abroad. Luckily, I got the opportunity to work for FHRAI after I moved back to India post completing an international assignment in 2019. Since then I am doing my best in terms of Policy Advocacy, Content Development, Education, Training programs, Webinars, etc for the hospitality fraternity.

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

Although, from the outside, Hospitality seems like an industry where the major role is of finances, which is actually true to some extent; however, conceptualization and ideation I believe plays a crucial role and have always been the deciding factor in the success of any establishment, be it a hotel or restaurant. Various concepts introduced, implemented, and successfully executed across the globe and in India have drawn guests/ customers to these establishments to enjoy the best of the best service, stays, and delicacies offered!  

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

‘Hard work and ‘Dedication’ are I believe a must for someone whom I would select or hire to be a team member. Also, an individual must take a collaborative approach to succeed in the hospitality industry. Along with that, any enthusiast who follows the policy of ‘’Passion with Profession” which I keenly believe in, would be an asset to the organization.

Editor: What is the single factor that got you your promotion?

I am sincerely grateful to FHRAI for bestowing upon the responsibility as Additional Director at FHRAI – IHM. Indeed, a moment of pride to support the hospitality fraternity from the perspective of policy at FHRAI and education at FHRAI - IHM. In the year 2020, when the entire country was under lockdown and hospitality establishments were shut, following the directions of FHRAI – IHM Management, I organized FSSAI initiated COVID Awareness Training Programmes through FOSTAC. Being the in-charge of the project, and with the support of the entire team, I mobilized the industry professionals and engaged them to attend the training programs mentored by FHRAI’s National Advisor. Around 50 such sessions were organized whereby more than 4000 people were trained. The success of this particular project made FHRAI management believe that I could be a valuable addition to the IHM and hence I believe I got elevated to handle the additional responsibility.

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? 

Hotels have invested hugely in technology to sustain the inflow of people and in turn, revenue. Automated entry systems, technology-based sanitization, automatic light systems, cleaning robots, and other such advanced technological measures have been installed and fully functional in every corner of the country. This has ensured a touch-free experience and interaction. All social distancing norms are being followed by the hotels too, especially in gyms, and other communal facilities. Following all of these measures have given the public a sense of assurance and the fear has started dissolving. The technological innovations are also taken up by restaurants that can afford to invest in them. Slowly and steadily, the hospitality sector is coming back to normal however this time with a safer and more hygienic experience.

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

Firstly, the hospitality industry should focus on widening the Wellness, MICE, Business, Adventure, Culinary, Cultural, Spiritual, Eco, Fashion, Film, Rural and Medical tourism market by working on offering the best of the customized packages and world-class facilities across all spectrums. Secondly, it should be the goal of every individual and establishment engaged in the Hospitality sector, going by the history and philosophy of our country - 'Atithi Devo Bhava', to focus upon rebuilding the image of the country post-COVID so that we as a country must be contemplated as a respectful and reliable nation by both domestic and international tourists. The industry should assure & re-assure the travelers that the country is ready and will provide a sustainable experience to every individual and guest honestly and transparently. The world needs sustainability now more than ever and the Indian hospitality industry must incorporate it in and promote it through tourism.

Editor: What is the one lesson you think we should learn from the pandemic?

Pandemic has taught us to rethink & redefine the hospitality business with an out-of-the-box approach, where all the new ways of doing business are planned & executed strategically. Entrepreneurs engaged in hospitality must understand that if the changes introduced in the businesses, due to pandemic, has brought some uncertainties; then parallelly it had offered us numerous other ways to grow and excel. The industry must now plan with prudence, reengineer the processes in a technologically different way, and be ready with more reliable and trustworthy business practices being offered by the fraternity. 

Recently Dr.Talwar Received Best International Speaker and Author of the year Award

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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