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.