Exclusive Interview l Dr. Shailendra K Rai, Associate Professor, Hotel Management, Jaipur National University, Rajasthan
/“The future of the hospitality industry will likely be shaped by technology and sustainability.”
What inspired you to pursue a career in hospitality?
I have always had a passion for travel and meeting new people, which naturally drew me to the hospitality industry. I love the dynamic environment and the opportunity to create memorable experiences for guests. The ability to make a positive impact on someone's stay and see their satisfaction is incredibly rewarding.
What skills do you believe are essential for success in the hospitality industry?
Several key skills are crucial in this industry. First and foremost, excellent communication skills are essential. You need to be able to interact effectively with both guests and staff. Problem- solving skills are also vital because unexpected issues can arise at any time, and you need to handle them efficiently and calmly. Additionally, having a strong attention to detail is important to ensure that the guest experience is consistently excellent. Leadership and teamwork are also critical, as managing a hotel requires working closely with various departments to achieve common goals.
What do you think are the biggest challenges currently facing the hospitality industry?
The hospitality industry has been significantly impacted by the COVID-19 pandemic, and while we are in recovery mode, there are still challenges. One of the biggest issues is staffing. Many skilled workers left the industry during the pandemic, and attracting and retaining talent has been difficult. Another challenge is adapting to changing guest expectations. Guests are now more concerned about hygiene and safety, and there’s a greater demand for contactless services.
Additionally, the rise of technology has changed the way we operate, from booking systems to customer service. Hotels need to stay up-to-date with these technological advancements to remain competitive.
How do you see the future of the hospitality industry evolving?
The future of the hospitality industry will likely be shaped by technology and sustainability. Technology will continue to play a major role, with innovations like AI-driven customer service, smart room controls, and advanced data analytics to personalize guest experiences. Sustainability is also becoming increasingly important. Guests are more eco-conscious, and hotels will need to adopt sustainable practices, such as reducing waste, conserving energy, and sourcing locally.
Additionally, the focus on health and safety will persist, with enhanced cleaning protocols and possibly more contactless services. Overall, it’s an exciting time to be in the industry, with many opportunities for innovation and improvement.
Finally, what advice would you give to students currently studying hotel management?
My advice would be to gain as much practical experience as possible. Internships and part-time jobs in different departments will give you a comprehensive understanding of hotel operations. Network with professionals in the industry and learn from their experiences. Stay updated on industry trends and be open to learning new skills, especially related to technology. Most importantly, be passionate about what you do and always put the guest experience first. Hospitality is all about creating memorable experiences for guests, and if you focus on that, you’ll find success in your career.
