Exclusive Interview | Akshat Shetty, Founder, Arnna, Mumbai-based boutique hotel

My advise to Newcomers would be Start in smaller organizations or units within larger ones, as this provides a holistic understanding of the industry's inner workings. In summary, thick skin, a love for the business, and a comprehensive perspective are key ingredients for success in the hospitality industry.
Akshat Shetty

Arnna Hotels Mumbai

How did you start your journey?

My journey began during my college days when I interned with a magazine called JAM (Just Another Magazine). This experience ignited my interest in marketing and sales. After graduation, I continued working with them, focusing on events and magazine sales. Later, I assumed the role of Director of Marketing at Oriental Residency Hotel in Khar, where I gained invaluable insights into the industry, particularly the B2B segment. Subsequently, I became the unit head for Oriental Aster delving deeper into the intricacies of hotel operations. This served as my learning platform.

However, the desire to create something unique and establish my own identity led me to open Reise All Day Bar & Kitchen, the first travel-themed bar in the country, emphasizing travel in both cuisine and design. This year, I embarked on a new venture in the hotel industry, marking a challenging yet rewarding professional journey.

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

Success in the hospitality industry demands a few key attributes. A genuine passion for the business or job is essential because the industry can be quite demanding and thankless at times. Developing a thick skin and maintaining emotional composure during work is crucial. Having a clear vision of your goals is also vital.

I would advise newcomers to start in smaller organizations or units within larger ones, as this provides a holistic understanding of the industry's inner workings. In summary, thick skin, a love for the business, and a comprehensive perspective are key ingredients for success in the hospitality industry.

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

To join my team, the process is straightforward; you can directly email me at my professional email ID, and I'm typically quite responsive. When it comes to the attributes I look for in potential hires, there are a couple of key factors.

I seek individuals with a strong drive and a genuine hunger to work. Having a sense of purpose and motivation to make a difference in their role on a daily basis is essential. Additionally, integrity and honesty are paramount to me. If I see these qualities in a candidate, especially integrity, I believe they have the potential to go a long way within the organization. So, having a fire in your belly and a commitment to integrity and honesty are the qualities I value when considering potential team members.

What are some of the trends you see impacting the hospitality industry?
In the hospitality industry, we observe two key trends. Firstly, in the lodging sector, online travel agents (OTAs) like booking.com and MakeMyTrip have gained tremendous importance as a source of business growth. However, it's crucial for hoteliers to strike a balance between OTA bookings and direct bookings to maintain control. Secondly, establishing a strong brand identity has become increasingly important. People are connecting more deeply with specific brands, emphasizing the trend of brand building.

In the food industry, which is notably more competitive, creativity is paramount. It's a given that we must be innovative with our culinary offerings. Furthermore, social media influencers play a vital role and are expected to become even more critical in the future. It's essential to collaborate with influencers who resonate with your product, as they influence the audience you ultimately cater to.

Tech is now an enabler of great hospitality. Can you share some of the techs that you go into creating your guest experiences?

In our pursuit of delivering exceptional guest experiences, we embrace technology as a crucial enabler. Keeping pace with rapid technological advancements, we've incorporated innovations such as in-room tablets, primarily featured in our club rooms. These tablets empower guests to control lighting, air-conditioning, and even curtains. They can conveniently place orders, enhancing their overall comfort and convenience.

Additionally, the significance of online travel agents (OTAs) has prompted us to leverage various apps and software. These tools aid us in staying ahead of the competition by facilitating demand forecasting, inventory distribution, and the efficient collection and consolidation of guest reviews.

Looking ahead, I foresee a future where technology becomes even more integral, with the potential for fully digitized processes. This could include contactless check-ins, effortless feedback submissions, and streamlined check-outs, reducing the need for human intervention in many aspects of the guest experience. While technology continues to evolve, we aim to embrace these advancements to elevate our hospitality services further.

Things that you would like to change in the industry?

I'd like to see more of a sense of community and teamwork among hotel partners in the industry. There's enough room for everyone to thrive if they offer a decent product, and during tough times like the COVID-19 pandemic, we could have supported each other better. It's crucial to come together, advocate for our rights, and seek compensation or concessions when needed.

Also, hotels have valuable infrastructure that can benefit the local community. For instance, we partnered with NGOs like the Robin Hood Army to provide food for the homeless and daily wage earners during weekends. I believe the hospitality industry should contribute more to their communities, whether it's through initiatives like this or other means.

What are your favorite interview questions for candidates and why?
One of my favorite interview questions for candidates revolves around their experiences and insights into their previous organizations or hotels. It helps me understand the dynamics, challenges, and culture of their previous workplace. This question helps me gauge their ability to adapt to different work environments, handle conflicts diplomatically, and gain insights into their professional growth. It provides valuable context and helps me assess their potential fit within our team and organization.

Exclusive interview | Niklesh Sharma Founder & Managing Director, Academy of Pastry and Culinary Arts

Overview of APCA and Journey so far?

APCA is an esteemed group of Professional Culinary & Pastry Schools with a Pan-Asian presence in Singapore, Malaysia, Philippines, Indonesia, Delhi NCR, Mumbai and Bengaluru. Our journey started in 2010 with the flagship school in Malaysia and we are evaluating new possibilities to increase our footsteps .We are the largest and one of the most awarded Pastry Schools in Asia. 

How has hospitality education changed post pandemic- Are students still looking at it as a career ?

Ideally there is more keen interest in the Culinary and Pastry arts as almost every one realized that home chefs/ bakers did manage to survive by establishing home business during the covid times and now the business is back with a  vengeance  and there is a heightened demand of chefs.

Our courses are both for food enthusiasts, home bakers and people who are looking to learn it professionally and either establish their own bakery/ restaurants or work for large hotel chains.

Hospitality education is back on track at the same level as pre pandemic and we are in the process of expanding our geographic presence as APCA is getting heightened queries for tie ups and new academy proposals from all over. We are currently Looking for more opening in Middle East and Certain cities in India

Does the Academy develop its own curriculum? If so, How does it differ from other Academy 

APCA develops its own curriculum keeping in mind the ways that the buddying chefs need to be taught the basics of cooking followed by traditional / authentic recipes and then to keep up with the trends of world cuisines. We have our course curriculum divided into 3 stages – basic/ intermediate and advanced and each stage build on the previous stage through upskilling , theory classes and hand on practices. Our curriculum is not only delivered in the classroom setting, our chefs give a live demo at  the beginning of the day and then supervise our all chef students as they practice the cooking in our lab kitchens and then they have the recorded demo of the  dish along with the written recipe available to them through APCA Chefonline learning platform for an ease of access 24/7 , 365

Also we have course curriculum structured by the various different world cuisines and by the masterchef series and we also have specially curated course curriculum for Master chef series that gets conducted as a part of Asia Patry Forum in Malaysia once every year by award winning chefs from across the globe.

What are your thoughts on cloud kitchen and struggle faced in India Market ?

We understand the cloud kitchen challenges / struggles faced in India are as follows

•       Standardized production

•       High attrition of cooks/chefs

•       New cuisines ideas

•       Sustainable cooking - Waste management/Apt menu planning

•       Demand for food festivals and special events

•       Develop skill pathway – generic and specific

•       Lack of  bulk cooking mechanized equipment and delivery infrastructure

What we are offering at APCA

•       Menu planning & recipes standardization

•       Skill development for high potential chefs/staff

•       Support your Learning & Development agenda

•       Develop and deliver hybrid skilling model

•       Introduce in-demand diets like Keto, Vegan

•       Sustainable cooking practices

•       Support in planning and organizing events and festivals

•       Online platform to follow recipes, track progress and utilization

What is a buffet style approach to learning ?

APCAchefoneline,com is the best example of buffet style learning approach – we have our courses well structured and any chef student / learner can pick up the courses they need either as a short course or a long duration coupled with weekend classes , long duration courses at the academies and having a chef on call for clarifying their doubts

Exclusive Interview | Dinesh Mhatre,Executive Chef, The Orchid Hotel Pune

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Whatever it is, the way you tell your story online can make all the difference.

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

My culinary journey was sparked by my father's small catering business, known as Guru Datta Catering. During my school days, I eagerly accompanied him during vacations to observe, savor, and relish the culinary experiences. This ignited a deep passion for cooking within me. However, my aspirations leaned towards modern cuisine and achieving a significant chef's position. Despite my desire to enroll in a Hotel Management course after completing my 12th grade, financial constraints compelled me to take a different path. I embarked on a three-year kitchen apprenticeship at Oberoi Flight Service in Andheri, Mumbai. This foundational experience paved the way for my entry into the culinary world.
Following my apprenticeship, I embarked on my professional journey at The Orchid Hotel in Mumbai, serving as a Commis from 1999 to 2002. Subsequently, I became a part of the pre-opening team at Hyatt Regency Mumbai as a Commis, which marked the beginning of a remarkable 14-year tenure. My trajectory within Hyatt was nothing short of transformative – progressing from Commis to Chef de Cuisine. Throughout my time at Hyatt, I engaged with diverse culinary outlets and collaborated with three accomplished Italian chefs. A pivotal moment occurred in 2007 when I had the privilege of representing India during a sponsored visit to Italy by the Italian Embassy. This exposure deepened my understanding of Italian cuisine and culture. In 2015, I sought fresh horizons and joined JW Marriott Pune as a Banquet Chef. Steadily, I ascended to the role of Executive Sous Chef, overseeing substantial events such as weddings and conferences. My journey led me back to Hilton Mumbai in 2019 as the Executive Chef before embracing roles at prominent establishments including Courtyard by Marriott Ahmedabad and Radisson Blu Kharadi Pune. A unique opportunity then arose to work with Kamat Khandan at The Orchid Balewadi, reuniting me with my culinary roots.

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Editor: What are your earliest memories of the kitchens you worked in?

My initial forays into the culinary world were marked by unrelenting dedication and extended hours of work. These foundational experiences instilled within me a profound understanding of the kitchen's rhythm and its relentless demands. In those early days, recognition was scarce despite the unwavering effort invested. This reinforced my belief that the culinary journey is an everlasting learning process, with no bounds to what one can absorb and achieve.

Editor: A dish your patrons/guests love

The dish that has resonated most deeply with my patrons is one crafted with unwavering passion and commitment. This fervent dedication and the personal touch I infuse into my creations have led to a strong connection with my patrons.

Editor: A dish that you love but do not have on your menu

Yes, there's a cherished dish that holds a special place in my culinary heart – "Mutton Hara Masala." While it may not have found a place on my menus thus far, its rich flavors and intricate preparation make it a personal favorite that I am eager to share with discerning diners in the future.

Editor: What according to you does it take to become a successful chef?

Becoming a successful chef requires an unwavering commitment to hard work, a steadfast belief in oneself, and an unbridled passion for the culinary arts. The relentless pursuit of excellence, coupled with a genuine connection to the craft, sets the foundation for a truly accomplished culinary journey

Editor: What advice would you give to a young culinary student?

To the aspiring culinary students, I would urge them to channel their passion into their work, anchoring their focus on their professional journey. While monetary gains are significant, prioritizing a steadfast dedication to the craft and an unquenchable thirst for knowledge will invariably pave the way for a fulfilling and successful career.

Editor: What instruments/ equipment/devices you cannot imagine working without?

While a multitude of tools graces the culinary landscape, the quintessential knife remains an indispensable companion. However, I firmly believe that the cornerstone of culinary success lies in the ardor one holds for the vocation. This passion becomes the driving force that conquers the countless obstacles that may arise.

Editor: Your favorite ingredient is…

Among the myriad of ingredients, my heart resonates with the rich offerings of Indian sweets. The intricate play of flavors and textures in traditional Indian sweets encapsulates the essence of our diverse culinary heritage.

Editor:  Name chefs, you find amazing or chefs' work you admire

Among the esteemed chefs, two individuals stand out for their distinct attributes. Chef Giovanni Parella's affable demeanor and his ability to maintain a calm and composed ambiance in the kitchen are truly remarkable. Additionally, Chef Kedar Bobade's unwavering commitment to precision and his resolute approach towards work, coupled with exceptional teamwork, inspire me deeply.

Editor: What books should every chef read?

While an array of culinary literature exists, I am an advocate for recognizing the fundamental source of culinary wisdom – one's own mother. Our mothers, as the unsung culinary heroes in our lives, possess an innate mastery of flavors, techniques, and the art of nourishment. Learning from their wealth of knowledge and experience can provide invaluable insights that complement formal education.

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Exclusive Interview | Mukesh Rakshit, Director of Operations, Sayaji Hotel Kolhapur

Everyone has wanted to succeed in a very short tenure which is creating a fragile structure in the Industry.

Mukesh Rakshit

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

It was an interesting story and a difficult decision to choose hotel management as a career for a small-town boy with completely different aspirations for family & friends, every parent in that era of time wants their child to be a doctor or engineer. I also opted for the same but post one year of preparing for entrance exams I dropped this idea and opted for hotel management. In the initial phase only came to know that hotel management is not so easy, it requires effort in terms of learning and practicality. 

After successful completion of education with practical on-ground knowledge of the operation, the mindset was clear to progress in the diversified field of hotel operation. Like every field, the initial days of your job are challenging, it requires a lot of hard work, dedication, patience, and a positive mindset toward learning new skills and developing yourself. By God's grace I have been blessed with mentors who have always shown a path of success, mentored & guided me to achieve my goals. The best part of our life is we enjoy interacting with different people across various regions, being able to know about diversified cuisines, able to travel to different cities, and having first-hand knowledge of the same. At present, I am residing at Kolhapur which is well known for Mahalaxmi temple.

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

Like every Industry our Industry also has similar attributes of success which are hard work, passion towards your job, the learning attitude is the key for success

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

In recent years of time, everyone has wanted to succeed in a very short tenure which is creating a fragile structure in the Industry. I personally check the attitude & behavior of a person, how important this is job for him, what’s his thought process towards guests and his job, and his ability to work under the different situations which are often in our Industry.

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

As mentioned above the only factor that will promote you in your Industry or job is dedication towards your job, hard work, passion, trust in the team, relationship with the guest, and a positive learning attitude of your next-level role. 

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

There are a lot of factors that are impacting the Industry, starting from admission in colleges, post covid Admissions in hotel management colleges reduced drastically which is impacting the supply of manpower, and demands in the Industry risen however remuneration have not improved as per other Industries, working hours are long and non-classified hotels has no proper policies. The college's fees have increased very high in turn the initial pay roles post-completion of courses are very low. The work-life balance and pay scale of the Industry need to be looked upon to improve the thought process of budding hoteliers.

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? 

In the 21st century technology plays an important role starting from the quick reservation to a single-touch checkout process. Let me tell you that chat boats are enabled which are quick in generalized responses, social media platforms have made things transparent where with a click they are able to see a 360-degree view of the property, and a detailed walkthrough of the property which includes rooms, restaurants, and banqueting. The restaurant reservation systems are upgraded, and food ordering and personalized information are stored. I-pad ordering of menu where you can visualize your dishes before ordering.

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

The Hospitality Industry is growing and we as Indians need to change the perspective of people on how they see a hotelier, still in the 21st century people think that either a hotelier is a waiter or a cook. We need to respect people working in the Industry. Awareness programs need to be created, proper benefit structure to be defined, Salary & working hours need be look upon.

Editor: What is your favorite interview question for candidates' interviews? and why?

I personally want to understand the attitude and behaviour of the candidate along with his family background which helps me to understand his responsibilities in his family and the need for this job to him, the level of his expectations towards guests and his family members. I believe in every position people reach they have the qualifications, knowledge, and skills for that job, so a major point for me is to see the attitude, if it's positive we can mold them as per our process, policy & expectations.

Exclusive Interview | Nishith Kumar, Chief Human Resources Officer,SKIL Corporate Travel

“Hire for Attitude; Train for skill” is the one Philosophy I follow for hiring-

Nishith Kumar

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

It all started when my roommate woke me up in our dorm room to learn the Taj Hotels’ Pre-Placement talk schedule! 

Indian Hotels Company Limited arrived at our campus, looking for HR & Sales MTs in the year 2006, 1 month before our graduation. I never knew that attending the pre-placement talk of the Taj would change my professional course.

I joined the Taj in 2007 as an HR Management Trainee in Mumbai and spent stints in New Delhi, Mumbai, Vadodara, and Bangalore. I left Taj in 2014, to join Hilton Worldwide as Human Resources Manager at their upcoming Doubletree Suites by Hilton Bangalore property. A pre-opening experience was something that I was looking for and this opened up a new chapter in my life.

I moved to Jaipur with Hilton Worldwide in 2016, after spending 2 wonderful years in Bangalore. Hilton Worldwide gave me opportunities to travel to many countries in Asia, including a wonderful week-long trip to Japan. I spent a little over 5 years with Hilton Jaipur and then changed sectors to Healthcare in 2021, owing to uncertainties in the hospitality space.

I spent 18 months with CARE Hospitals, as their group head of Talent Acquisition & HR Automation, based in Hyderabad. It was a wonderful stint again, a completely new sector, high-pressure but equally rewarding.

Post that, I moved to Mumbai with SKIL Corporate Travel as the CHRO.

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

Resilience, resilience, and resilience!

The hospitality, travel, and healthcare sectors are labour-intensive where there are huge numbers of frontline workforce. In such people-centric work cultures, flexibility and resilience is the only tool one needs to succeed as the sector is extremely dynamic and leaders have to adapt to a fast-changing situation.

Share with us 5 skills that you think will be critical for a hospitality career in the future.

1. People Management

2. Coaching

3. Accounting basics

4. Macro view of business

5. Collaboration

What does the future look like? For the industry, you, your project / initiative.

Very solid and promising. People have realized that all of us have “one life” and the COVID period showed us how vulnerable we are in this world. People want to live this “One life” to the fullest and the biggest stress buster is a vacation with friends and family. We have seen a delta growth of 40% in the travel and hospitality space. This trend will continue for some years now and I am happy to state that we are in a great place!

What are the attributes you look for while selecting or hiring?

I have had one philosophy for hiring talent since I started working.

“Hire for Attitude; Train for skill”

If a candidate is 60% ready, he/she should be hired without further ado. It’s the leader’s responsibility to coach the new team member. The team member will also have a learning curve and that needs to be nurtured. It is a great roadmap for the organization and the team members. Basically, a win-win scenario.

What is your favorite interview question & why?

“What do you do when the buck stops with you?” is my favorite question and I ask all the people I interview. The response tells me the manner in which they own up to their roles. The beauty of the response is that there is no right or wrong answer. It helps me gauge the person better and understand the personality. 

Share some of your secrets in keeping an engaged, safe, and happy team.

There is no secret. Give the team member a role that he deserves and keep rotating the role to ensure there is continuous upgrade on his skills which prepares him for the next higher role. Role engagement supersedes any other form of engagement that you do and only reinforces your efforts. A team member is an investment and it needs to be handled the way you handle your personal investment.

What does not exist in the world, but you would like it to?

Open communication does not exist in the world. One might argue otherwise but the reality is that there is always a hidden agenda in all forms of communication. Remove the agenda and you have a seamless approach to business.

How do you think AI will impact our industry? Specific jobs, processes etc?

It is a wonderful thing to use AI for some specific jobs and roles in our industry. For example, AI will chart out my 5-day itinerary to the Maldives in under a minute or prepare the job role and compensation based on a candidate’s resume.

However, it will never be able to understand human emotions, which a person hears while talking to me on the phone or understand the underlying skills a candidate has. The human element will not be discounted, especially in our industry as it is completely people-driven. AI will not be able to iron out my issues in Maldives because the person handling it at Maldives in another human being.

AI will only complement our jobs not replace them.

What is the one app/tech solution you would love to see? (ops, HR, training, customer service, anything hospitality)

An application that can track the efforts of team members. I am not sure about other sectors but it doesn’t exist in the hospitality/travel domain. An application running in the background on the machine or on the server that tracks individual-based efforts that he/she puts in the 8 hours. Analysis of the data from the application will give leaders a clear picture of the work schedules of their team members.

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