Exclusive Interview | Kunal Sabharwal, Director Of Sales & Marketing, Vanaam Hotels

“I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays.”

— Kunal Sabharwal

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

Started with F&B production @ Jaypee and moved to ITC Maurya 2002-2005. Pursued PG in HM and moved into Sales. Worked with mid scale, upper upscale and luxury hotels and turned the tables around in terms of revenue and marketing.

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

I think succeeding in the hotel industry requires a combination of various factors. First of all, having exceptional customer service skills is crucial. Another key factor is being adaptable and flexible. The hotel industry is dynamic and constantly evolving, so being able to adapt to changing circumstances and market demands is crucial for success.

This includes embracing new technologies, keeping up with industry trends, and continuously improving services and facilities. In summary, succeeding in the hotel industry requires a combination of excellent customer service, effective communication, cleanliness and hygiene standards, adaptability, strong leadership and management skills, attention to detail, and financial acumen.

Share with us 5 skills that you think will be critical for a hospitality career in the future. FINANCIAL MANAGEMENT, TECHNOLOGY SAVVY, CUSTOMER SERVICE, EYE FOR DETAIL

The new, young traveler wants experiences and insta-ready content. What do you have in store for them?

We understand that the new generation of travelers seeks unique experiences and content for their social media platforms. As a hotelier, we have tailored our services to cater to such demands. VANAAM HOTELS & RESORTS offer a range of exciting activities and local experiences that are perfect for young adventurers, as a hotelier, we have thoughtfully tailored our services to meet the desires of the new generation of travelers. From exciting experiences and Instagram-worthy spots to modern amenities and personalized itineraries, we are committed to providing young travelers with memorable stays and content-worthy experiences.

What does the future look like? For the industry, you, your project / initiative.

The future of the hotel industry holds immense potential for personalization, sustainability, co-working spaces, and smart technologies. Embracing these trends and constantly staying ahead of consumer demands will be crucial for hotels and businesses within the industry to thrive in the evolving landscape.

In terms of my project/initiative, I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays. This could include personalized room preferences, curated recommendations, and seamless integration of digital technologies within the hotel experience.

What are the attributes you look for while selecting or hiring?

When choosing someone to work in hotel sales, there are certain things we look for.

• First, we want them to be friendly and helpful. This means they are nice to people and always ready to assist.

• Second, we want them to have good communication skills. This means they are able to talk to others clearly and understand what others are saying.

• Third, we want them to be organized. This means they can keep things tidy and remember important details.

• Fourth, we want them to be responsible. This means they can be trusted to do their job well without constant supervision.

• Lastly, we want them to be enthusiastic. This means they are excited about their work and can show it.

What is your favourite interview question & why?

My most favorite question to ask during a hotel sales interview is "Can you tell me about a time when you had to go above and beyond to satisfy a customer?"

I really like this question because it helps me understand how dedicated and willing the person is to provide excellent customer service. By hearing their story, I can see if they have a caring and helpful nature, which is crucial in hotel sales.

Describe an ideal hospitality professional.

An ideal hospitality professional is someone who is kind, friendly, and always ready to help others and a problem solver . They make sure that everyone who visits or stays at a hotel or restaurant feels welcome and happy. They are good listeners and pay attention to details in order to fulfill the needs and wishes of the guests. It's important for them to be patient and understanding, especially if the guests have any concerns or questions.

They also keep everything clean and organized to create a pleasant and comfortable environment for everyone. In short, an ideal hospitality professional makes sure that everyone has a great experience and feels like they are at home.

Share some of your secrets in keeping an engaged, safe and happy team.

1. Treat Everyone with Kindness: Always be nice to your team members and treat them with kindness. It's important to be friendly and helpful so that everyone feels good and happy working together.

2. Communication is Key: Talk to your team members and listen to what they have to say. Be a good listener and share your thoughts too. When we communicate well, we understand each other better and can work together happily.

3. Make Everyone Feel Included: It's important to make sure everyone feels like they belong in the team. Include everyone in activities and projects, and be a good friend to everyone. When we all feel included, we can have fun and enjoy our work together.

4. Be Safe and Caring: Safety is very important. Always be careful and help others stay safe too. If someone gets hurt or feels sad, be there to comfort and help them. Being caring and looking out for each other is a secret to a happy team.

5. Have Fun Together: Work is important, but having fun with your team is also important. Play games, tell jokes, and laugh together. When we have fun, we become happier and our team becomes stronger.

Share with us some new learnings from this project for you, personally.

VANAAM HOTELS is a very new project and growing everyday. With the presence of our Lux and upper upscale hotels majorly in Northern India- Jaipur, Faridabad, Ranthambore, Pushkar we are eyeing on more hotels with west and south. Everyday is a new learning working with different people and meeting different clients coming from all parts of life. This gives me throttle to deliver more in an effective and efficient manner. Working in this system we get used to certain standards and we forget that we are a human being and NOT a machine, so I think, running an extra mile and delivering your best is the learning .

What makes you strange?

My approach towards handling the situations and meeting clients in a friendly way just make them feel at home .

What does not exist in the world, but you would like it to?

Wouldn't it be wonderful if everyone in the world could be kind and caring towards each other? Like a magical spell that would make everyone treat one another with love and respect. That would make our world such a beautiful place to live in!

How do you think AI will impact our industry? Specific jobs, processes etc?

In hotels, there are different jobs that people do, like cleaning the rooms, giving you the keys, or answering your questions. With AI, some of these jobs could change. For example, robots might help clean the rooms. They can move around and make sure everything is neat and tidy.

AI can also help in processes or tasks like checking in and out. Instead of going to a person at the reception desk, you might see a computer or a machine where you can enter your information. It will give you the room key and answer your questions too. This way, you can do these things even faster!

Another way AI can help is by making things easier for the hotel staff. They might use machines to carry heavy things or deliver food to your room. This way, the workers can focus on more important things to make your stay nicer.

But don't worry, even with AI, there will still be people working in hotels. They will always be there to help and make sure everything is going well. AI will just make their work a little different and more efficient.

Exclusive interview | Pawan Sharma, Sales Manager The Fern Residency Jodhpur

“Mental flexibility, adaptability, creativity, and personal awareness are key tools in this process that can help hospitality leaders see things visible"

Pawan Sharma

"Mental flexibility, adaptability, creativity and personal awareness are key tools in this process that can help hospitality leaders see things visible".-Pawan Sharma

Editor: Tell us about your journey. How did it all start?
It all started with my interest in the hospitality industry and the genes of discipline I got from my father who was Asst. Commandant in Border Security Force. Being an alumnus of Delhi University and BSF Hostel, I first started to work at Sariska Palace, Alwar. It was a very nice learning experience for me as it was my first. After that, I was placed as Front Office Associate at The Kuchaman Fort which is also a unit of the Sariska Group of Hotels. It was a majestic property located in Nagaur district. Thereafter, I got an opportunity at The Laxmi Niwas Palace Bikaner(A Unit of MRS Hospitality). It is a part of the Royal Residence of the His Highness of Bikaner. Then I moved to Jaipur and worked with Hotel Jaipur Palace (Currently Sarovar Premiere) and Las Vegas (A Unit of Bajor Group of Hotels).

Then I moved to Jodhpur and started working with Hotel Park Plaza (Managed by Sarovar Hotels and Resorts) as Front Office Executive. After that, I was appointed as Front Office Manager at Chandra Group of Hotels where I got to learn and explore many things related to this industry. At that time, the destination wedding concept was introduced by the Group. It expanded with the openings of new Hotels Chandra Imperial and Chandra Grand where I got to learn about pre-opening strategies and execution of plans. I worked with Hotel Niky International as Front Office Manager,  Varaha Infra Ltd. as Admin and PR Officer, and then as a Room Division Manager at The Bayan Hotels and Resorts in Udaipur  

Currently, I'm designated as Sales Manager at The Fern Residency Jodhpur (A Unit of Pusa Hotels and Resorts). It is one of the best Business Hotels in Jodhpur.It offers 50 rooms, suites, leading environmental practices and various F&B outlets. 

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

Hospitality is all about service, customer support, and personal interaction. Smile, be professional, and know what you are doing. The formula is simple but takes a lot of dedication. It is all about anticipating your client's needs and meeting the highest expectations. A more literal answer would be to find a mentor and shadow them.

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

When I  want to hire someone for any current position, it's also helpful to understand where they want to take their career in the coming years. The ability to establish long-term goals and have the self-awareness to know how they want to steer their career will benefit you and your organization. Someone with a strong sense of where they're heading will be more motivated to learn new things, improve their soft skills, and meet the goals established for their position. Sometimes hiring is all about attitude.I also want to be sure that the candidates I'm hiring are honest in every aspect of their lives and career. Integrity means that they won't cut corners, won't provide misinformation, and won't deliberately obscure important information. Determining honesty and integrity doesn't have a specific form of measurement, but you'll be able to see how they comport themselves and verify some of this information in the references.

Editor: What advice would you give to a young, aspiring hotelier for their internship?
Being a successful hotelier starts with getting a high-quality education. Remember, there are no shortcuts to being successful in the hospitality industry. It’s through a quality mindset that you can learn all the necessary hospitality skills. Passion is at the root of success in our industry.

Editor: What are some of the trends you see impacting the hospitality industry?
The term ‘trend’ describes a shift in behavior or a more generalized situation change. With this in mind, hospitality trends may include changes in how customers behave, new ways of providing hospitality services, or general moves towards adopting new hospitality technology. A range of different factors typically influences trends.

For instance, the rise of technology like artificial intelligence has led to a trend where machine learning is used more regularly, and AI technology is deployed more frequently for customer service purposes. Meanwhile, virtual reality technology’s emergence has altered how many hospitality companies promote their products.

There are a few trends accelerated by the pandemic also. For example safety & hygiene. Several hospitality trends can be broadly described as being related to safety and hygiene. These have become especially important with the emergence of COVID, as the world adjusts to the virus and efforts to contain the spread. These concepts must be a priority for hotels, restaurants, bars, and cafes.

Measures here may include the provision of hand gel, increased cleaning of areas where customers will be, implementing policies related to wearing masks or other protective equipment, and ensuring social distancing rules are respected. Any special rules need to be made clear ahead of time and enforced to make people feel safe.

Moreover, hospitality marketing efforts also need to emphasize the safety and hygiene steps you are taking. Explaining these steps could be the difference between generating bookings and having customers look elsewhere. Another one is contactless payments. Many of the biggest hospitality trends are concerned with reducing friction, and contactless payments have been one of the biggest examples. Customers save time sorting through cash or entering their PIN when accepting contactless payments. The emergence of things like Apple Pay and Google Pay also removes the need even to carry a wallet.

besides removing friction and improving the customer experience, the coronavirus pandemic has also increased the demand for contactless payments. Many customers and staff members feel uncomfortable handling cash, and providing the option for contactless payments may be seen by many as a necessity rather than a luxury.

Editor: What tech would you like to see in operations? What operational problems need tech solutions?

Mobile Check-In. Mobile check-in hospitality tech is a very important area to consider because it can help to improve the customer experience at the point of their initial arrival. This is especially beneficial because first impressions can greatly affect how customers ultimately feel about their visit or stay. Crucially, mobile check-ins serve the need for face-to-face customer interactions, meaning customers can potentially have greater flexibility regarding when they check-in. This ties in with wider contactless technology trends within the hospitality industry, and can be especially welcome for those nervous about COVID-like diseases. Another one is Recognition technology. Recognition Technology is one of the most important emerging tech trends, but its potential uses in the hospitality industry are especially interesting. In particular, biometrics is used to usher in a new age of seamless authentications, which could benefit hotel processes and customer purchases.

For example, imagine if a fingerprint or facial recognition technology could be used in your hotel to unlock rooms. Now, consider the uses of the same technology for check-in and check-out purposes. In the future, this technology is also likely to allow for completely seamless purchases, with payments being authenticated by touch.

Editor: What is the one tech/app/software feature you would like to see?  This could be for guests, operations, etc.

People sometimes confuse 360 videos with virtual reality. While they use similar technology and are often combined, there are some key differences.

Virtuality reality is a computer-generated simulation of a 3D environment that people can interact with via a headset or other equipment. It helps potential guests feel what it’s like at your property and in your rooms in the first person. Think of it as a video game. 

360 video is meant to be watched on your computer, phone, or tablet. It helps show potential guests what it’s actually like at your property. Think of it as a movie.  

The opportunity to promote your property with VR hotel tours is only growing. And properties with a virtual tour included are clicked, on average, 10 times more than those without one.

 If you already know that the visuals on your website can have a huge impact on sales, then you can imagine what impact a VR tour can have. One can try stitching together popular user-generated visuals to help bring your tour to life. 

I like this particular feature because it gives a realistic preview of rooms and event spaces, puts the viewer in the driver's seat, and attracts both individual guests as well as large events looking for hosting.

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

Would like to build up a standard mechanism for retaining quality staff and provide an individual with a good job culture and work environment as per this social or digital revolution.

The second thing I would like to do is the enhancement of data security.

Exclusive Interview | Vipasiri Napawongdee, Cluster Director of Marketing Communications

Vipasiri Napawongdee

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

My journey into marketing communications isn’t the most conventional one; I originally had my sights set on a career as a lawyer and studied a Bachelor of Laws.  There were so many legal texts to read and study at that time. Upon graduation, the lure of travel got the best of me and I worked as a stewardess for Korean Air.  

I later returned to my alma mater, Chulalongkorn University in Bangkok, and studied a Master of Arts in European Studies.  When I graduated, my friend asked me if I wanted to work at Bangkok’s Marriott hotel by the river, now Anantara, in PR as an Australian woman named Laura Speirs was seeking someone to help her with PR.  I thought to myself “I don’t have much experience, I don’t even really know what PR is” but Laura assured me “don’t worry, I’ll teach you” and that was that! Laura was a wonderful mentor and I was given an incredible opportunity to learn so much about international marketing communications and broaden my knowledge and skills across both the local Thai media and international media spheres. I’m still in touch with Laura to this day.

I went on to work as the director of PR and marketing communications at InVision Hospitality and the director of marketing communications at InterContinental Samui Baan Taling Ngam Resort and Anantara Bangkok Riverside Resort & Spa. After an eight-year stint as director of marketing communications at The Okura Prestige Bangkok, I was appointed to my current position as cluster director of marketing communications for both Meliá Koh Samui and Meliá Chiang Mai.  Given my original foray into law, my journey is proof that if you’re open to new and wildly different opportunities, they will find you.

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

 As you need to be across so much that is happening, it’s imperative you are a good planner who is well organized and punctual.  There are so many deadlines to continuously meet, so you need to be a forward thinker, execute all of your tasks with tenacity and work well under pressure.

It’s also paramount you work well with people and to do that well, you need to understand the other people you work with and how they operate.  You must work with others to achieve your organization’s communication deadlines, and this requires good planning through providing deadlines for others and following up with them to ensure everything is on track.  You work with a lot of journalists and need to be receptive to their needs as they are also working to tight deadlines.  

Marketing communications is very busy and requires long hours; you must do so much work ‘behind the scenes that others don’t see. People view an article online or in print but don’t realize the amount of work invested behind the scenes to plan and execute that piece of communication. We’ve had to brainstorm new ideas and initiatives, conduct research and speak to others to obtain information, write up, for example, a press release, obtain approval for it, pitch it to appropriate media, liaise with media to answer any questions they have and to provide extra materials as requested, and help ensure you meet their publication deadlines, etc. 

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

 When I started out in public relations, the media landscape was still dominated by print media. Since then, there’s been a profound change due to the rise of the internet and the proliferation of technology.  Nowadays there are so many communication channels at your disposal and the pressure is on to not only to reach your target audiences via as many of these channels as possible but also to ensure your messages effectively cut through all of the competition. Good planning skills must be supported by an in-depth understanding of how the various communication channels work so that you can adapt your marketing activities according to the requirements of a given medium.

When you read something on, for example, Facebook, something else pops up and distracts you.  The hardest part is capturing and sustaining your target audiences’ attention as there is just so much noise and everything is moving with such speed.  Yet despite working across print, online, social media, group chats, etc, the underlying principles of communication are still the same. You need a compelling hook, angle, and story to cut through.  However, a solid grasp on how to present that hook, angle and story effectively according to the platform’s requirements is key. 

Building customer loyalty must be at the forefront of everything you do, and it’s getting It’s getting harder and harder to build that base of loyalty.  If, for example, high-spending millennials like something, they will spend but they can and do change their minds about things very quickly.  You need to understand what resonates with your target audiences and try to see the big picture. People are increasingly concerned about not only their wellness but the health of the globe. It’s good to see that millennials care about sustainability and the environment and are mindful of the impact of their actions.  

Editor: What are your top priorities as the Director of Marketing Communications?

 My top priorities are to maintain a high profile and positive reputation for both Meliá Koh Samui and Meliá Chiang Mai, based on the right messaging to domestic and international markets. 

 Meliá Koh Samui is the first Meliá Hotels International property to debut in Thailand.  It opened on January 10, 2020, just before the onset of the global pandemic.  Together with the team, I am focused on continuing to build upon its successful launch and further establishing its reputation in Thailand and beyond.

Meliá Chiang Mai is scheduled to open by November 1 this year. It will be the first five-star hotel to open in Chiang Mai since the pandemic, so it is generating much-needed jobs and is also providing a morale boost to the battered local tourism industry.  A top priority is communicating about our urban hotel’s upcoming launch and how it is another flagship property under a strategic roll-out of the Meliá brand in key destinations across Thailand.

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

I try my best to educate people about what public relations is, as there seems to be some confusion surrounding it. I hinted at this earlier in my response about the work invested behind the scenes to produce an article; it takes time and effort to do the job well. 

 Also, it used to be very common for people to read a newspaper and magazine from front to back, and truly absorb a lot of information about particular topics. With people quickly flicking through their social media feeds, we don’t seem to be absorbing information like we used to. Rather than being constantly on our phones, let’s absorb what’s really going around us by taking a step back and enjoying some quality time with loved ones, on a relaxing beach, or somewhere good for the soul. 

Editor: What can we expect from the properties in the coming year?

 We can’t help but be optimistic about the future. We expect to see a recovery from COVID-19 and to welcome domestic and international visitors to both Meliá Chiang Mai and Meliá Koh Samui.  We are looking incredibly forward to what a recovery brings to Chiang Mai, Koh Samui, and ultimately Thailand.  There’s already light at the end of the tunnel with the Samui Plus program and, as vaccines are rolled out in Thailand and globally, pent-up demand for travel will see people travel to Thailand and enjoy everything our country has to offer including friendly people, delectable cuisine, rich history and culture, compelling architecture and stunning beaches and natural scenery. 

We’re genuinely excited about the upcoming launch of Meliá Chiang Mai.  As I said earlier, it’s the first five-star hotel to open since the onset of the global pandemic and it has so much to offer.  Situated on vibrant Charoen Prathet Road, located near a broad spectrum of tourist attractions, markets, and Buddhist temples, Meliá Chiang Mai’s pièce de résistance will be a 360-degree rooftop bar – the highest in the city – on the 22nd floor named ‘Mai The Sky Bar’. Featuring two bars connected by a glass bridge, the bar will offer spectacular views of the River Ping to the city’s east and the famed Doi Suthep Temple on the mountaintop to the west.  The rooftop bar’s panoramic views will be unsurpassed; you will feel like you’re on top of the world. Our rooftop bar will be so unique and is set to be a must on any itinerary of Chiang Mai.  

As Meliá Koh Samui opened just before the onset of the global pandemic, our resort is eagerly awaiting more tourists to explore the beauty of Koh Samui as Thailand moves to become increasingly open to the world.  Meliá Koh Samui has many standout attributes, including its prime position overlooking secluded Choeng Mon Beach, 700m-long lagoon pool that meanders through the resort’s lush grounds like a river, and elegant two-story “boat suites” made from meticulously refurbished merchant vessels that are more than 100 years old and once plied the waters of the Gulf of Thailand. 

Exclusive Interview | Saurabh Khurana, Executive Assistant Manager - Sales & Marketing, The Lodhi, New Delhi

“Would like the industry to get back to normal and serve guests with a smile without fear.”

— Saurabh Khurana

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

With a degree in Hotel Management followed by Master of Business Administration, I started my career with the Oberoi Hotels & Resorts in operations and later moved to sales and marketing.

During my experience of 17 years, I have worked across multiple industries and leading hospitality brands including Leela Palaces, Hotels & Resorts, and Starwood, in various formats of hospitality sales and marketing. My last role was of National Lead - Hotel Products at FCM Travel Solutions, where I was leading the sourcing, acquisitions, marketing and authored a 100-page guide for my 1100 colleagues at FCM India. I currently helm the sales and marketing for The Lodhi, New Delhi; the ARR and REVPAR leader in the city.

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

Change is practically a guarantee within the hotel industry, and you must be able to adapt quickly and effectively. Whether it’s a sudden shift in market conditions or a gradual change in guest preferences, hotels must be able to identify change and act promptly.

Hospitality is ever-evolving because of new markets, new technology, and so forth. You need to stay alert continuously so you can implement strategies as per the dynamic conditions.

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

Passion, drive and competitiveness are the key attributes I look for. Empathy is another vital quality; it shows that the person knows how to feel what the customers feel and can anticipate their wants. If someone wants to step into sales, they should most importantly be persistent. Top salespeople constantly seek to explore new avenues. Their hunger doesn’t diminish in the time of business being slow; instead, it challenges them to find inventive ways to get to the goal.

4. 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 the most of their time at the hotel as this is a very important developmental stage before beginning a career in the hospitality industry.

While getting to work in close association with operational departments and acquire hands-on experience in different aspects of managing a hotel, they should use this opportunity to gather as much practical knowledge as they can. This can also be a win-win situation for hotels as they are always on the lookout for bright, young talent who can think innovatively.

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

Hospitality today has evolved as there is a new paradigm of expectations that guests have. The new Y and Z generations have a different set of needs and wants as compared to older generations.

Standardization is no longer the norm; instead “personalization” has become the key driver in hospitality and it is now critical to tailor the services to the individual preferences of guests.

The industry has also become more digitalized. Technology has become increasingly important in the way hoteliers manage their services and control many aspects of the guest experience.

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 Lodhi has implemented best-in-class technology to enhance the guest experience; this includes the introduction of ‘GuestFolio’ through which we have designed a unique personal preference menu for our guests. This lets them choose everything from the preferred style of service (“pampering” to “discreet”), pillows, newspapers, bath amenities, mini-bar menu, to complimentary indulgences such as reflexology massages or aromatic baths drawn on arrival, and more, enabling us to deliver a highly personalized stay.

We also have an instant communication system for glitch management and have deployed the ‘Knowcross’ tool for our managers which allows them to track guest movements, log and track guest complaints/ requests, and view guest profiles and histories on the move.

Two things you would like to change in the industry.

Would like the industry to get back to normal and serve guests with a smile without fear.

What can we expect in the coming year?

Given the unprecedented pandemic the world is facing right now, hotels are currently working on revisiting and enhancing their safety and hygiene protocols. In the coming months, they will have to focus on adapting as per the changes in traveller behaviours, consumption patterns and expectations.