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

It started very early for me.  Traveling and visiting hotels in Delhi and different parts of the country during the early days of growing up was really exciting for me. Grand lobbies, specialty restaurants, ever welcoming and smiling teams at hotels were exciting for me and that was the time I wished to study Hotel Management and explore this world as my career. I have worked with different brands for 17 years and currently enjoying the journey with Accor for 13 years during which I have worked at ibis and Novotel. 

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

Being passionate and having perseverance are key ingredients to success. I believe being passionate about anything you do will always bring success, no matter how far-fetched it may appear. 

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

One is, which is the most important factor along with the enthusiasm to learn and the seeking spirit to do a task repeatedly and mastering the art are key attributes that can help anyone secure a job. Currently, we are in the process of hiring team members for our soon-to-be-open ibis Mumbai Vikhroli and we look forward to meeting people with such qualities.  

Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit? 

Having the right mindset before stepping into the hotel for a training course. Keep eyes and ears open no matter which department they are given as everyone has shortlisted the department in their mind before joining the hotel. However, keeping the mind open will help the individual to learn more and make a sound decision before finalizing the area of specialty.

One thing I have always told the trainees who have worked under my supervision - “LOI” which means Learn by Observing and Implement.  

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

The pandemic has changed the entire scenario of the industry. The road to recovery for the hospitality industry is through a digitally enabled front-line workforce that is able to anticipate, gauge the pulse of guests, and act quickly. Re-evaluating business strategies to factor in new technologies available that help us become more inclusive and sustainable is the way forward. Needless to say that safety and hygiene have become a key focus area for all hotel chains.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?  

Tech is an enabler now and we have also initiated steps like a digital menu for food and beverage, mobile check-in, and online payment gateways and at Accor, we use our Guest profile system to ensure that team is aware of the guest preferences and we can create sparkle moments for them. On the other hand, I still believe that we are a very human-driven industry and people chose to stay in a hotel for the warmth that we bring in. Guests staying on single occupancy staying for a longer period feel at home because of the human element this industry brings in.

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

One would be for the industry to come together and strengthen its position. Secondly, I believe Hotel Management colleges should upgrading and start adopting courses that are better suited to industry needs now so that the new-gen doesn’t feel things are different compared to college and real practical life. 

Editor: What can we expect in the coming year? 

ibis is launching its 20th hotel in the country with ibis Mumbai Vikhroli very soon. This is the biggest milestone I am looking forward to. Like everybody else, I am hoping to see the country get vaccinated faster so that the people can start traveling and we can welcome guests back to hotels that are ALL SAFE certified.