Hotel managers and operating managers should have a strong grasp of understanding cash flow and flow through. This skill involves the ability to track and manage the movement of cash into and out of the business, and more importantly, to understand and maximize the "flow through" rate.How well you engage and communicate with the customer while ensuring the organization’s values and vision are upheld all the time is the key here.
Read More
My advice to someone aspiring to be a Hotel General Manager is to cultivate a diverse skill set, continuously seek learning opportunities, develop strong leadership abilities, prioritize guest satisfaction, and always lead by example with integrity and passion for the industry. 
Hospitality as an industry demands you to be on toes all throughout. The three most important things to succeed in my experience is Integrity, goal-setting and employee motivation. Servicing customers comes with a lot of responsibility and their satisfaction is our top most priority.
Suman Nanaiah, AVP-Operations Royal Orchid Metropole
Tell us about your journey. How did it all start?
Growing up in a family of coffee planters in Coorg I had the opportunity to be a part of the hospitality sector since the very beginning. Tourists and travellers from around the country would come to visit the beautiful western ghats which allowed me to embrace hospitality early on as a part of the culture. The exposure also helped me build a successful career in the industry as I knew the etiquettes of hosting guests offering them a comfortable and experiential stay.
What do you think it takes to succeed in this industry?
Hospitality as an industry demands you to be on toes all throughout. The three most important things to succeed in my experience is Integrity, goal-setting and employee motivation. Servicing customers comes with a lot of responsibility and their satisfaction is our top most priority.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I am myself a very dedicated and a sincere individual and therefore I look forward to working with people who are excited about their work. During interviews my criteria of selection is always looking for candidates who want to grow in the industry and learn something new every day. Candidates who are enthusiastic about their work will always deliver the best results and having a positive attitude towards life gives a person immense positivity.
What advice would you give to a young, aspiring hotelier for their internship?
My advice to all young aspiring individual who want to start a career in hospitality is, develop excellent communication skills, be soft spoken. Work hard and always enter the room with a positive outlook. Make sure to be a leader in whatever you do and it can take you places. Always priorities your work and sincerely perform your duties the best in your capacity with a proactive approach and you will never have to look back.
What is the single factor that got you your promotion?
I would say wwnership & performance.
What are some of the trends you see impacting the hospitality industry?
Consumer preferences are evolving to prioritize experiences over material possessions, sustainability practices, personalized services, and technology integration.
What tech would you like to see in operations? What operational problems need tech solutions?
Technology is an integral part of all industries now and hospitality is no different. Something that I personally look forward to now is tech integration to enhance communication between the staff and customers for a seamless transaction.
What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.
More focus on Virtual reality & Automated Text Messaging is definitely a feature that I believe I would like to experience more. It will also help the industry keep up with trends.
Two things you would like to change in the industry.
There is a lot for scope for more women to enter the hospitality industry and we should definitely empower more women with opportunities. The second would be gender discrimination, while hospitality as an industry is very welcoming and warm it is time we start respecting women the same way we do with men without any discrimination or bias of any form.
What is your favourite question for a candidate interview and why?
I always ask all candidates about their dreams and how do they plan to pursue them because it gives a lot insights about a candidates personality. It tells how passionate and ambitious they are in life and those are the qualities that reflect in workplaces.
Dr. Vikram Kamat, Founder & Chairman, of The VITS Kamats Group, is an All India National Council Gold Medalist and Topper in Hotel Management from IHM, Mumbai, a Master's in Hospitality from Pune University and has received his Doctorate in Business Administration from George Washington University USA.
He is a new-age entrepreneur who single-handedly built a 4-star premium hotel brand ‘VITS’ at the early age of 22. With an overall experience of more than 2 decades in the hospitality industry, he was also instrumental in the family ventures of establishing India’s first ecotel chain of 5-star hotels – Orchid, and expansion to over 1000 rooms in Mumbai & other cities. With numerous awards, rewards, and recognitions over the years, Vikram has established himself as an entrepreneur, hotelier, and author with 6 books to his credit.
Editor: What do you think it takes to succeed in this industry?
This industry is all about managing people and always being innovative and adapting to change is the key to success.
Working in different countries provides students with a broader perspective and exposure to diverse cultures, which is valuable in the hospitality industry.Each recipe is a creative genius of someone who is willing to think out of the box and that is an important characteristic that a chef should possess and be able to appreciate that same quality in others.We are continuously evolving to meet the changing needs and preferences of our guests, leveraging technology and innovation to enhance the guest experience. Our focus on sustainability and community engagement is also a key part of our future vision.The hospitality industry scenario in India is moving quickly. My advice is to stay flexible and keep learning. Change is good, whether it is in tech or in what our guests need. The heart of hospitality, making guests feel at home, will always be the same. Keep improving your people skills and your passion for service. The future looks promising, and I’m excited to see how newcomers will shape it.In a conversation with Hospemag, Gaurav Bhardwaj, the proprietor of BENO, a distinctive breakfast café-bar located in Benaulim, a coastal village in South Goa, reveals insights into his careful curation of India’s largest gin bar at BENO. He discusses the process of putting together and showcasing the various gin brands at the bar, the uniqueness of the breakfast café-bar concept, the diverse menu and how these factors position BENO as a formidable player in Goa’s culinary scene.To succeed in the hotel industry first you have to be passionate and stubborn. Believe in yourself, just focus on your goal with consistency. I think to be a successful Chef one needs to have presence of mind as we are playing with different ingredients and we should understand them better and their combinations apart from a passion and love for cooking.One of the highlights of my journey has been the involvement in the preopening phase of several hotels. This exposed me to the challenges and excitement of setting up a new property, honing my skills in strategic planning and operational execution.
Every great story begins with a dream and the courage to pursue it.
Mr. Vikas Nagar Hotel Manager, Pilibhit House, Haridwar
Tell us about your journey. How did it all start?
Every great story begins with a dream and the courage to pursue it. Despite the initial challenges, these experiences teach us valuable lessons and help us to grow. Starting small doesn't limit our potential for success. With passion and hard work, we can achieve our goals and become leaders in our industry. Learning from scratch and overcoming obstacles are all part of the journey to success.
In 2005, I commenced my journey as an Operations Trainee at The Grand in New Delhi. Later, in 2008, I joined Ambassador-IHCL SeleQtions in the same city, where I grew from a Captain to a Restaurant Manager and eventually to the Food & Beverage Manager at Taj Ganges, Varanasi. After successfully leading the Food & Beverage team, I was promoted to the Operations Manager of the hotel. Before joining Pilibhit House, Haridwar- IHCL SeleQtions, I worked at the Taj Ganges and Taj Nadesar Palace, Varanasi.
With my IHCL values, leadership guidance, hard work, and determination, I climbed the position to become the Hotel Manager at Pilibhit House, Haridwar- IHCL SeleQtions. Along the way, I was fortunate to learn from some of the most prominent leaders in the industry, which gave me valuable insights and lessons that helped me achieve my goals and reach new heights. I've realized that teamwork and support are essential in overcoming challenges in the hotel industry. Together, we can achieve great things.
What do you think it takes to succeed in this industry?
In the hospitality industry, success requires a combination of values, work ethics, passion, adaptability, and a commitment to delivering exceptional guest experiences. It's a dynamic and ever-evolving industry, so we must stay ahead of the trends, anticipate guest needs, and continuously innovate. Building a strong team and fostering a positive work culture are also crucial factors. By empowering and nurturing our team members, we create an environment where they can thrive and provide outstanding service. Lastly, a customer-centric approach and a relentless pursuit of excellence are vital. At IHCL, we believe that every guest interaction is an opportunity to exceed expectations and create lasting impressions. Let's strive for Tajness and make every guest feel valued and special.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
When it comes to selecting or hiring individuals, we take pride in our ability to identify a perfect combination of skills, experience, and personal attributes. While technical skills are undoubtedly critical for specific roles, we also prioritize essential qualities such as passion, professionalism, a positive attitude, strong communication skills, and a genuine commitment to delivering exceptional service. We look for individuals who are team players, adaptable, and demonstrate a robust work ethic, as we are confident that these traits are essential for success in any role.
What advice would you give to a young, aspiring hotelier for their internship?
For a successful internship, it is important to adapt to the company's values, embrace a learning mindset, build strong rapport, strive for excellence, be adaptable, seek feedback, and remember your goal of building a successful career in hospitality.
What is the single factor that got you your promotion?
Based on my experience, getting a promotion generally depends on various factors such as your performance, leadership skills, dedication, work ethic, ability to exceed expectations consistently, taking on extra responsibilities, having strong problem-solving abilities, and positively contributing towards the goals of the organization. I strongly believe in the mantra "Stay Focused" to achieve success.
What are some of the trends you see impacting the hospitality industry?
Hotels are adapting to evolving guest needs with trends such as technology integration, sustainability, personalized and experiential travel, wellness travel, and social media influence. These trends drive innovation and unique offerings in a competitive marketplace.
What tech would you like to see in operations? What operational problems need tech solutions?
Hotels can revolutionize their operations and enhance their guests' experiences by embracing technology. With the right technological solutions, hotels can streamline operations, provide personalized experiences, make data-driven decisions, optimize revenue, and ensure the safety and security of their guests and staff. By embracing innovative technology, hotels can unlock their full potential and create unforgettable experiences for their guests.
What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.
AI-powered facial recognition systems improve hotel operations through streamlined check-in, enhanced security, and a seamless guest experience. Additionally, AI is increasingly used in revenue management systems to optimize pricing strategies, leading to higher revenue and profitability for hotels.
Two things you would like to change in the industry.
The hospitality industry is on the brink of transformation, driven by a growing movement towards sustainability and inclusivity. By reducing carbon footprints, minimizing waste, conserving resources, and promoting responsible tourism, we can create a more sustainable future for our stakeholders and the world around us. By promoting diversity in hiring, creating inclusive work environments, and embracing cultural diversity, we can foster innovation, enhance guest experiences, and contribute to a more equitable and harmonious society. Together, we have the power to make a positive impact and create a brighter future for all.
What is your favorite question for a candidate interview and why?
My favourite question will be How do you balance work and life? This question is an opportunity to evaluate awareness, adaptability, accountability, and communication abilities. See their response and gain valuable insights to manage your work-life balance with more ease and confidence.
Our vision is to position Sheraton Grand Palace Indore as Central India’s most trusted luxury destination a benchmark for service excellence, innovation, and sustainability
To stay in the game focus on being Simple and Realistic -Amar Nath Pandey
Looking at the hospitality sector, I believe two significant areas need to advance: first, a stronger industry dedication to sustainable practices that extend beyond superficial efforts and truly reduce our environmental impact. This isn't solely about attracting environmentally conscious travelers; it's about our duty to safeguard the places we operate for generations to come.
Homemade and handpicked ingredients have become our identity in the process of balancing healthy options and top-notch taste. We prioritize quality ingredients, culinary innovation, and a cozy cafe ambiance.Arjun Waney and Danny Meyer, I admire them the most. Arjun and Danny are more than just restaurateurs – they’re architects of experiences.It is important not to give in to failures. We all have our good and bad days. A great guest comment can make your day.Resilience is key—weathering challenges while upholding service standards. Above all, it's a passion for growth that keeps the industry moving forward, embracing innovation and striving for constant improvement.Luxury Hospitality will mean more high end technologies, so the guests will be overwhelmed with joy! In the rooms, in restaurants, spa, gym, pools, banquet, and more… As well I would love to see the front desk disappear, so people do not have to do check-in and check-out. Meals could be order by looking at an interactive photos system on an IPad placed in the rooms, and orders will go directly to the concerned kitchens. 
“I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays.”
Tell us about your journey. How did it all start?
Started with F&B production @ Jaypee and moved to ITC Maurya 2002-2005. Pursued PG in HM and moved into Sales. Worked with mid scale, upper upscale and luxury hotels and turned the tables around in terms of revenue and marketing.
What do you think it takes to succeed in this industry?
I think succeeding in the hotel industry requires a combination of various factors. First of all, having exceptional customer service skills is crucial. Another key factor is being adaptable and flexible. The hotel industry is dynamic and constantly evolving, so being able to adapt to changing circumstances and market demands is crucial for success.
This includes embracing new technologies, keeping up with industry trends, and continuously improving services and facilities. In summary, succeeding in the hotel industry requires a combination of excellent customer service, effective communication, cleanliness and hygiene standards, adaptability, strong leadership and management skills, attention to detail, and financial acumen.
Share with us 5 skills that you think will be critical for a hospitality career in the future. FINANCIAL MANAGEMENT, TECHNOLOGY SAVVY, CUSTOMER SERVICE, EYE FOR DETAIL
The new, young traveler wants experiences and insta-ready content. What do you have in store for them?
We understand that the new generation of travelers seeks unique experiences and content for their social media platforms. As a hotelier, we have tailored our services to cater to such demands. VANAAM HOTELS & RESORTS offer a range of exciting activities and local experiences that are perfect for young adventurers, as a hotelier, we have thoughtfully tailored our services to meet the desires of the new generation of travelers. From exciting experiences and Instagram-worthy spots to modern amenities and personalized itineraries, we are committed to providing young travelers with memorable stays and content-worthy experiences.
What does the future look like? For the industry, you, your project / initiative.
The future of the hotel industry holds immense potential for personalization, sustainability, co-working spaces, and smart technologies. Embracing these trends and constantly staying ahead of consumer demands will be crucial for hotels and businesses within the industry to thrive in the evolving landscape.
In terms of my project/initiative, I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays. This could include personalized room preferences, curated recommendations, and seamless integration of digital technologies within the hotel experience.
What are the attributes you look for while selecting or hiring?
When choosing someone to work in hotel sales, there are certain things we look for.
First, we want them to be friendly and helpful. This means they are nice to people and always ready to assist.
Second, we want them to have good communication skills. This means they are able to talk to others clearly and understand what others are saying.
Third, we want them to be organized. This means they can keep things tidy and remember important details.
Fourth, we want them to be responsible. This means they can be trusted to do their job well without constant supervision.
Lastly, we want them to be enthusiastic. This means they are excited about their work and can show it.
What is your favourite interview question & why?
My most favorite question to ask during a hotel sales interview is "Can you tell me about a time when you had to go above and beyond to satisfy a customer?"
I really like this question because it helps me understand how dedicated and willing the person is to provide excellent customer service. By hearing their story, I can see if they have a caring and helpful nature, which is crucial in hotel sales.
Describe an ideal hospitality professional.
An ideal hospitality professional is someone who is kind, friendly, and always ready to help others and a problem solver . They make sure that everyone who visits or stays at a hotel or restaurant feels welcome and happy. They are good listeners and pay attention to details in order to fulfill the needs and wishes of the guests. It's important for them to be patient and understanding, especially if the guests have any concerns or questions.
They also keep everything clean and organized to create a pleasant and comfortable environment for everyone. In short, an ideal hospitality professional makes sure that everyone has a great experience and feels like they are at home.
Share some of your secrets in keeping an engaged, safe and happy team.
1. Treat Everyone with Kindness: Always be nice to your team members and treat them with kindness. It's important to be friendly and helpful so that everyone feels good and happy working together.
2. Communication is Key: Talk to your team members and listen to what they have to say. Be a good listener and share your thoughts too. When we communicate well, we understand each other better and can work together happily.
3. Make Everyone Feel Included: It's important to make sure everyone feels like they belong in the team. Include everyone in activities and projects, and be a good friend to everyone. When we all feel included, we can have fun and enjoy our work together.
4. Be Safe and Caring: Safety is very important. Always be careful and help others stay safe too. If someone gets hurt or feels sad, be there to comfort and help them. Being caring and looking out for each other is a secret to a happy team.
5. Have Fun Together: Work is important, but having fun with your team is also important. Play games, tell jokes, and laugh together. When we have fun, we become happier and our team becomes stronger.
Share with us some new learnings from this project for you, personally.
VANAAM HOTELS is a very new project and growing everyday. With the presence of our Lux and upper upscale hotels majorly in Northern India- Jaipur, Faridabad, Ranthambore, Pushkar we are eyeing on more hotels with west and south. Everyday is a new learning working with different people and meeting different clients coming from all parts of life. This gives me throttle to deliver more in an effective and efficient manner. Working in this system we get used to certain standards and we forget that we are a human being and NOT a machine, so I think, running an extra mile and delivering your best is the learning .
What makes you strange?
My approach towards handling the situations and meeting clients in a friendly way just make them feel at home .
What does not exist in the world, but you would like it to?
Wouldn't it be wonderful if everyone in the world could be kind and caring towards each other? Like a magical spell that would make everyone treat one another with love and respect. That would make our world such a beautiful place to live in!
How do you think AI will impact our industry? Specific jobs, processes etc?
In hotels, there are different jobs that people do, like cleaning the rooms, giving you the keys, or answering your questions. With AI, some of these jobs could change. For example, robots might help clean the rooms. They can move around and make sure everything is neat and tidy.
AI can also help in processes or tasks like checking in and out. Instead of going to a person at the reception desk, you might see a computer or a machine where you can enter your information. It will give you the room key and answer your questions too. This way, you can do these things even faster!
Another way AI can help is by making things easier for the hotel staff. They might use machines to carry heavy things or deliver food to your room. This way, the workers can focus on more important things to make your stay nicer.
But don't worry, even with AI, there will still be people working in hotels. They will always be there to help and make sure everything is going well. AI will just make their work a little different and more efficient.
We are continuously working around ideas that have a touch of luxury & the warmth of home setting us apart from other functioning brands & their services.everything hospitality
only hospitality
Explore modern upselling strategies in hospitality—how smart, guest-focused techniques boost revenue and elevate guest experience worldwide.
