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

I started my career in the IT industry on September 22 from the city located in the Heart of India, also known as New Delhi. Being an IT professional, I enjoyed learning about the breakthrough in technology. Fortunate enough to have worked with companies like Wipro, American Express, Knight Frank, my experiences in these firms taught me all the In’s and Out’s of Operations in my journey from a fresher to a manager. 

During my experience of 18 years, I am fortunate to have got a chance to work across multiple industries and leading hospitality brands including The Leela Palaces, Hotels & Resorts, Accor Hotels and Radisson Group of Hotels in various formats of Learning & Development. 

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

The only constant in life is ‘Change’. Looking at current situations, whether a change in the market or a change in the Guest Preference, we have to learn to adapt to change. Some of the other factors to succeed in this industry are Honesty, Hard Work, Passion and Eye for Detail. 

One of the Quotes which my mentor taught me which I still carry to date is “Perseverance is the key to Accomplishment”

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

For me, it has to be the ASK model which comprises of 

A - Attitude of the candidate 

S – Skillset of the Individual 

K – Knowledge about the particular position (Roles & Responsibilities) for which they apply for. 

The main thing which I see in a candidate is the Overall approach towards the position and the eagerness to learn. 

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

In the current pandemic situation, new hi-tech technologies such as 'Artificial Intelligence' & 'Internet of Things' has played a pivotal role in the enlistment of the hospitality industry and is one of the biggest trends of our industry these days.

Contact-less services are becoming the new operational norm in the industry like contact-less check-in & check-out facility through apps to avoid unnecessary contact; contact-less billing facility, and mobile-friendly dining menu. 

Hospitality has evolved during this phase, so have we. Hotels have adopted technology to streamline their operations and maximize their staff's productivity - all without sacrificing service standards. 

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

Diversity is the key to an increased ROI which leads to more innovative ideas and foster a more productive work environment. Bringing together staff members with different qualifications, backgrounds, and experiences are all key to effective problem-solving on the job. Similarly, diversity breeds creativity and innovation. 

The second thing I would like to change is the people’s attitude towards L&D – to take to a ‘Pull’ model from a ‘Push’ model. Allowing employees to acquire new skills, sharpen existing ones, perform better, increase productivity and be better leaders. Since a hotel is the sum total of what employees achieve individually, organizations should do everything in their power to ensure that employees perform at their peak.