Exclusive Interview | Perkin Rocha, Vice President Operations, Royal Orchid Hotels
Tell us about your journey. How did it all start?
When I was young, I aspired to serve in the Indian army. I, however, lost my father at a very early age and commitments on the family front required me to pursue a corporate career. Looking back, I think I'm quite happy with how I have fared. I've always been one for discipline and camaraderie and hospitality as a career operates in a very military-like fashion. It makes us better, stronger people.
What do you think it takes to succeed in this industry?
My peers in the industry will say hard work, hard work, and hard work. I will say passion first, commitment second, and hard work third. Once the passion is there, hard work becomes intrinsic to you as a person and it never feels cumbersome.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Passion; which reflects in a person's attitude, and a handle on numbers. It is extremely important to know the reality of the business bottom line as well as topline, and then commit yourself. You have to have a sense of ownership if you are to drive a business north.
What are some of the trends you see impacting the hospitality industry?
Technology, Revenue Management, and Analytics.
Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
The ultimate goal that technology has to deliver on, is the ease of use for the customer, the guest in our case. Tech is only good if the UI and UX at the customer-facing level are fantastic. An easier booking process, managing the customer lifecycle in terms of the communication journey and a robust feedback system is imperative.
Two things you would like to change in the industry.
Because I said hospitality is military-like, I must stress upon 'stress'. We need to be able to handle stress and learn how to achieve a happy work-life balance. Give back to the industry - become good mentors to young professionals and create proteges who will carry the flag forward.
What can we expect from Royal Orchid Hotels in 2020 & beyond?
We're positioned to operate 100 hotels by 2022. Expect growth within the country and also in neighbouring regions. These are exciting times and we're eager to expand.