Quality Quotient- Focus On Hospitality 2025 Special Seminars & Sessions Conducted By Dr. Kaviraj Khialani – Celebrity Master Chef In Mumbai.
/The Hospitality Industry has been working towards a great re-surge post-COVID time. The revival has been pretty much good on the whole when it comes to the opening of new hotels & restaurants in the city of Mumbai, the hiring & re-hiring of talent & skill-based jobs and professionals for all departments be it revenue or non-revenue generating as well. The overall development of the hospitality industry has been well supported by the tourism & travel sector as well which has seen a significant rise in travel not just domestically but also on a global footfall and platform.
The focus on quality quotient, an essential element of customer & guest service when it comes to satisfaction levels and guest history which helps get repeat business be it a walk-in or a family or a corporate group etc. the fact of the matter remains that how much we charged the guest during his stay or visit is not the only factor he would consider but also how we made him/her feel when he/she was with us during that stay or visit, in short the experience in overall terms will be evaluated and considered from the guest point of view.
Hospitality as we know is much beyond hotels and restaurants, resorts & beyond. It speaks about all that a guest or customer faces or has to go by when he steps out of home on a mission be it a luxury travel or a leisure travel, be it a foodie’s mission out to try something new or even exploring an adventure trip. We as the service providers in the hospitality industry would need to remind ourselves of certain basic’s yet another time to ensure that all is well when it comes to the experience aspect of the guests!
The hotel industry to be specific for now covers all categories from the 5-star deluxe to 4-star luxury and the list goes on. This mission under phase -1 of my experience & knowledge activity for the hotel industry was meant to interact with the professionals from all departments not just the 4 core departments but even the ones not much addressed too including sales & marketing, security, admin staff, back-office personnel, accounts, human resources and more.
Hotels in the city responded on a very positive note when it was discussed on conducting and hosting these much-customised seminars and sessions for their teams. The very first one of these were held at The Mirador Hotel at Andheri-East, the audience of around fifty plus filled up the banquet hall for the event and the enthusiasm & interest levels for participation was just too good, the session organised by Mr. Manoj Bhatt- HR Manager along with his deputy Ms. Meghal under the able leadership of Mr. Sunil Bhatia, General Manager of the hotel made it all a great success!
The second session was hosted by Hotel Ramada Plaza Palm Grove, Juhu under the leadership of Mr. Randhir Tanwar-President of the hotel, Me. K.K.Vetal- HR. Manager, Mr Susheel Sharma- F & B Manager and the entire team which made it very engaging and the team members around fourty of them were present for the same and actively participated too in the activities making the seminar a learning cum interesting one. We also had games and spot events held during the course of the seminar to keep the spirits of the audience on a high!
The third hotel we conducted the seminar on quality quotient was The Citizen Hotel at Juhu. An enterprising and really keen to learn team of around fourty plus employees attended the seminar on quality quotient here and it received a very positive and excellent note on the feedback post the session. Mr. Pradeep Rohira -Director of the hotel himself too was present for the seminar and appreciated it, Mr. M.K Seth- General Manager took the lead along with Mr. Dipesh Mitra who along with the team took the lead to ensure that all was well arranged and organised it really very well. The team of employees included all hierarchies from executives to managers and from team members to kitchen team as well who enjoyed the seminar with a lot of positive learnings.
The Club, Mumbai- a five star property for elite club members & banqueting facilities at Andheri west owned by Khanna hotels pvt ltd was next in line all excited to host the seminar and session for their team of the club employees on quality quotient! The team of around thirty plus attendees marked themselves present for the session and found it a very good session as well much different from the regular training classes conducted based on technical usually. The interaction by the team was awesome and sharing of thoughts & experiences was just too good. Here it was the kind leadership of Mr. Shashi Misra- Head of HR & Training and his team who ensured that all arrangements were made as per the plan to ensure and facilitate positive learnings from the seminar.
The fifth one in the row was The Residency Hotel at Andheri- East which showcased an over-whelming response in attending the seminar on quality quotient by showing a mark of around close to fourty on the list.
The team members here too included all departments of the hotel from managers to deputies, from team leads to associates from all departments who thoroughly enjoyed the session and shared excellent feedback by the end of the seminar.
SALIENT FEATURES OF THE QUALITY QUOTIENT SEMINAR CONDUCTED BY DR. KAVIRAJ KHIALANI AT VARIOUS HOTELS IN MUMBAI CITY:
K- Y - C: The Know Your Customer quotient which reminds the team that we need to be sure and clear on the type of clientele we are serving and their needs- wants & expectations as well which need timely delivery and commitment.
P- D- C: The reminder on Preparedness – Delivery & Checking on service quality standards too had a highlight during the session which emphasizes on sticking to SOP – standard operating procedures at all times, ensuring the team does it so in & out as well.
D-D-D: Deliver with Dedication & Determination:
The teams need to be reminded that the D factor of service quality and assurance will help us to achieve maximum guest satisfaction over a period of time and help to keep the guest lists revival back-to-back with us and repeat business quotient.
A- B- C: Attitude- Balance & Care factor when it comes to dealing with sensitive guests and to ensure that not even a minute point of behaviour or dealing should result in an un-happy guest or so.the ration of 1 un-happy guest and repeat business has always been on a higher side hence.
R- R- R: Retain guests & business, Revive their interest in visiting and staying with us in the near future & Revenue manning for a continued flow of money for the business to run smoothly and with profit notes which ascertain development.
S- S- S : Saying your story out to the guests in a very subtle and sober manner with clarity, Smile as a part of the effective communication angle with conditions apply not when he/she is complaining and finally Serving the guests promptly and in a way that makes them comfortable and not what makes our life easy. It has to be guest oriented as far as possible.
D- N- D : Deliver your service elements from all departments to the guests with the fact that every stage and step is carried out mindfully, Not to over-do things trying to impress the guests in anyways which can hamper or affect the name of the brand or property & finally Demanding appreciation from the guest in ways of asking them to write good notes & compliments with the staff names on social media platforms so that the staff can use it to get promotions and hikes at work place.
T- F- S: Timely follow up on guests’ requests be it in the room, the restaurant, the bar, banquet events etc is a must & in a positive way. Facing issues will also be a part of life be it personal or professional so there’s no use running away from scenes and passing it on to the managers directly at all times, let us all learn to face situations as we grow & finally its all about Satisfaction that matters to the guests so let’s fulfil it as we go along.
A- E- I : The team leads and management role players at the hotels also need to ensure their involvement when it comes to overseeing of the role played by their team members all the way all over the hierarchies. They should Assess- Evaluate the team members periodically and offer them feedback on Improving their quality quotient as it directly affects the customer if not taken care of. It is important a staff or an employee is corrected at the right time at the very first mistake or error exhibited.
B- T- C : Build your rapport with the guests in such a way that it helps you keep the connect with them and they also remember you as one of their favourites they would want to connect with during their next visit to the property. Tackle situations in a very effective manner which is sophisticated and also meaningful not alarming any kind of unwanted notes and quotes & finally Compassionate approach with empathy and kindness will always make one a great player in this competitive world of hospitality.it goes without saying that it’s the people that matter more at times than the brand by itself managed well by its people! The guest’s mentality and thought process can’t be taken for a toss!
E- A-F : Energise not just yourself every single day at work but also each and every team member on a very positive note that they all are set to achieve their best every single minute and hour at work. The Achievement factor in the hospitality industry is much spoken about and discussed at various platforms and seminars, talk shows etc let us ensure we are at a good quotient there and the rise to follow & finally it’s the Feeling of doing more for the brand & the property which will also go unnoticed when employees and teams put in not just 100 percent but 110 percent!
On a Concluding Note:
My sessions and seminars on Quality Quotient conducted recently have had an excellent re-boost in the hotels who welcomed it with an open mind-set and the fact that learning never stops can take us all a long way. The phase-2 of the seminars and workshops- sessions to interact one on one with the industry professionals will start soon once again and I am pretty confident that this little step with an open heart as taken by the industry in synergy with experiential conversations will help us all in a very good way in times to come! My sincere thanks and best wishes to every single person who has been supportive, cooperative and considered hosting these seminars worthwhile!
