Exclusive Interview | Dr. Amaresh Kumar, Director - HouseKeeping, Vividus Hotel, Bengaluru

“Keep trying with a practical approach, success will come one day!”

Dr.Amaresh Kumar

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

I am from a teacher family, coming from Sita Mata's birthplace called Sitamarhi. I did my BHM from oriental school lakkidi land of mists, along with that I did my International diploma in Hospitality management. Later working with Sheraton in India ( Bangalore ) I did my MBA in tourism & hotel management later did Ph.D. in Tourism & hotel management. I had written an interview booklet called Pinnacle for the hospitality industry.

Later I joined Executive Housekeeper with Four points Sheraton & CY Marriott 2015 to 2018. Currently with Vividus hotels as Director of Housekeeping.

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

It is how you cope up with situations & keep learning how to deal with new people & how innovative are you.

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

They should have time management skills. Everyone should have trait-like learn & excel.

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?

Trainees should make their own schedule after work they learn technical aspects which will help them in the future.

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

Smart washroom,

App-based check-in, steam cleaning, online reservation web portals are new trends in the hospitality industry

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

Mobile check-in planned for Vividus hotels guest can open rooms from phone & control guest room lights from the phone itself.

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

The hotel industry should pay equally in all departments.

Happiness meter to be inducted for employee show that daily one should know how is employee doing .

Exclusive Interview | Ram Chena, CHA, Housekeeping Manager, Sofitel Luxury Hotels and Resorts, Dubai, United Arab Emirates

“As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.”

— Ram Chena

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

I am native to Rajasthan in India, a land of colours, heritage and cultural diversity. Growing up in a small village, I had a childhood dream to become a successful person. There is saying " A heart without dreams is like a bird without feathers". My childhood dream and passion for hospitality brought me to the capital city to pursue a career in hospitality. I have completed a Diploma in Hotel Management from IHM Jaipur.

I commenced my career from scratch with the Golden Tulip Jaipur back 2007. Moving up my career ladder and ambition to become successful, I have got my first abroad opportunity to work with iconic One & Only Royal Mirage, Dubai. Later on, I moved back to India to work with Leela Kempinski in New Delhi and Udaipur.

It was in 2012 that I moved to the State of Qatar & joined the  InterContinental Doha The City, the tallest hotel of InterContinental Hotel Group. I was associated with them for more than 3 years until I joined InterContinental Al Khobar, Saudi Arabia. In 2016.

I moved back to the Emirate of Dubai to work with one of the most iconic properties on the Palm Jumeirah, Anantara Palm Dubai Resort. After more than 03 years associating with them, I got the opportunity to work with Accor's flagship property, Sofitel Dubai Downtown. During my tenure with them, I successfully managed 350 units with a big team of 68 housekeeping and laundry professionals.

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

If you aim to develop a successful career in the fast-paced hospitality industry, you need to always be on your toes to keep up with every new trend and every new standard. You are expected to handle surprises smoothly, identify customer’s needs swiftly, and solve problems effectively. This requires you to have an innovative attitude and the desire to learn new things. As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.  

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

While selecting someone, I always look for a can-do attitude and committed to continuous improvement. Skills can be developed and polished but not the attitude.  Hospitality people who see a world of possibilities and abundance must embrace change and thrive to continuous improvement.   

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?

Trainees must get in with a positive mindset for the training.  Training is the key to mould them to become future hoteliers. Training allows inexperienced individuals to work under the supervision of a mentor to trade their skills. Trainees must demonstrate responsibility, a willingness to learn, positivity and teamwork. The hotels must take this opportunity in finding their future talent & leaders. The right approach to train will benefit us in years to come for filling our positions.

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

In the current pandemic period housekeeping in hotels has become much more clinical rather than used to be aesthetic.

• Currently, there are several technological advancements happening to pertain to the linen, laundry services, chemicals etc. Considering the current COVID-19 situation, Electrostatic sprayer and ULV fogging machines are into our operations.  

• Latest chemicals from Diversy & Ecolab, which is used on highly touched surfaces.

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? 

Latest technologies that transforming housekeeping in hotels:

• Digital room inspection system – where the room inspection template is created for easy inspection with pictures.

• Battery operated cleaning systems to reduce electricity consumption which in turn emits less noise and is safe to use for the end-user.

• Steam cleaning system which cleans very effectively without having to use chemicals. 

• “ HotSos, Knowcross(Hotel Management Software) makes our lives easier than before. We don’t have to be in the office, We can do any task from anywhere. What’s more, we are able to interact with guests already knowing their name, nationality and preferences. Guests are wowed, that even though we might never have met we know their name.   

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

Smart rooms and easy integration of systems:

• Smart appliances and automation solutions are a miracle in disguise, suggest the current trends in the hospitality industry. The automated temperature control, lighting, alarms, blinds, and other technological innovations are contributing to improved customer satisfaction, and improved services, while reducing overhead cost at the same time.  

Personalization is not an option, it’s a must:

Current trends in the hospitality industry are showing that personalization is already known to be the way to go when gaining and retaining customers. The concept of personalization has even been called “a must-have” for hoteliers as part of trends in the tourism and hospitality industry.

Editor: What can we expect in the coming year?

Tech explosion

• The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites. Hotels need to make sure their offerings are up-to-date and user-friendly. 

Sustainable Hospitality

• Housekeeping plays a pivotal role in creating, developing and retaining the sustainability-embracing culture in the hotels. 55% of global travellers say that they are more determined than ever to choose sustainable accommodation.

Exclusive Interview | Ratul Gupta, Deputy General Manager - Resort, The Source at Sula, Beyond by Sula

“Flipping through my Grandfather’s share books of EIH, IHCL & ITC during my school days, I was fortunate to get an early glimpse of the Hospitality world. While then I hardly understood the financial statistics, I developed a vision to pursue Hotel Management”

— Ratul Gupta

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

Flipping through my Grandfather’s share books of EIH, IHCL & ITC during my school days, I was fortunate to get an early glimpse of the Hospitality world. While then I hardly understood the financial statistics, I developed a vision to pursue “Hotel Management” (my colleagues were all out to crack the Joint Entrance for Engineering & Medicals!)

Passing out from the Institute of Hotel Management Chennai in 2002, I was actively seeking a job in Food and Beverage Service. The twist came when I stepped into The Oberoi Rajvilas for an interview! I got selected but in Housekeeping as an Associate. I immediately grabbed the offer which I couldn’t refuse primarily because I was deeply touched by the warm, friendly & multi-talented environment. From there, I moved on & was fortunate to work with some of the finest hotel chains of ITC, IHCL, Marriott International & Accor where I took charge as an Executive Housekeeper.

However, my big turn came when I got selected by India’s leading & one of the world’s most Sustainable Winery- Sula Vineyards Nashik for the position of Deputy General Manager Resorts in 2017. This has truly been a God’s blessing in disguise primarily because it gave a new dimension to my learning curve and making way for an exciting career path in Wine Tourism.

And then there was no looking back…….

I now happily recall the lines from “The Road Not Taken” –

“Two roads diverged in a wood, and I-

I took the one less travelled by,

And that has made a difference.”

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

While discipline, hard work & passion for perfection are the key focal points, my mantra to success is Consistency with KISS – doing the same thing with perfection again and again & Keeping It Sweet & Simple (KISS). And finally, a little garnish of Creativity will always generate a sensation of X-Factor leading to great success stories.

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

Wear the Right Attitude with a Genuine Smile!

I would love to work with someone who is willing to help, learn and grow with the organization, display sparks of enthusiasm, demonstrate positive body language with a firm belief that Together Everyone Achieves More.

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

Focus on Basics!

Trainees should use this Learning platform to the fullest to understand their area of interest & the way forward. While they contribute in multiple little ways towards various hotel operations, Trainees need to be groomed with the right Quality Training & inculcated with the passion for Spirit to Serve.

Looking through the larger window of Sustainability, a WIN-WIN situation between Hotels & Trainees will help to create a Talent Pool for the hotel industry to absorb these talented professionals who are the promising Leaders of Next Generation.

What are some trends you see impacting the hospitality industry?

Touchless Hospitality, Digital Marketing & Flexible Dynamic pricing will be some of the new trendsetters. Hygiene & Safety protocols will be the most sought-after post-COVID-19. Keeping the hotel Clinically Clean will be the Real Key to Success.

There is a possibility of fewer Guest request on Extra Item request to be delivered to the room as Guest may prefer to carry their own items.

Also, Turndown Service can be done away with.

Another significant focus under Sustainability will be – use of Local resources. Promotion of locally grown fruits and vegetables, Local dish displaying as Chefs Choice in Restaurant, responsible Local purchasing etc to name a few. Thus, health food will gain more importance.

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

Very true. While the pre-COVID-19 world witnessed multiple user-friendly technologies like Online Academie, PMS, Guest Review Management Tool, Complaint Management System etc, the new era post-COVID-19 will see the evolution of Innovative Disinfection Technologies, QR codes, digital payments, e-Registration, contactless Check-in, palmtops usage, User-friendly mobile Apps which will create a Guest experience in the upcoming tech-savvy world.

However, on a personal note, the key to create Guest Delight would still lie in offering Personalized Service. The personal attention and CARE (Courtesy, Appreciation, Respect, Empathy) with an underlying emotional touch will continue to create a unique Guest experience!

Two things you would like to change in the industry.

I look forward to re-emphasizing on:

Rewards & Recognition – A Step up for increased recognition of Hospitality Servers is the need of the hour. The tireless efforts, unmatched dedication & going the extra mile truly displays our Service Excellence which often goes unnoticed and unsung.

Training & Development – While the world is moving to Online Learning, I personally encourage The Old School of Learning. Emphasis on hands-on demonstration, on the job training, evaluation of Training, One on One sessions, Feedback sessions, Open Forum etc creates the essential foundation of Learning & unleashes the true potential of an individual.

Continual demonstration pepped with dollops of humour is the real pathway of Success!

What can we expect in the coming year?

Extensive use of Technology wherein Guest need not touch many surfaces would become commonplace. The area previously termed as “nice to have” will become a necessity. Ethical hygiene is going to be a new trend. Wellness is likely to become the core of all functions.

Domestic Tourism and Rural Tourism will evolve. Rural locations which are a short drive from a large city shall benefit first.

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