Exclusive Interview | Gaurav Chavan, General Manager, Ibis Mumbai Airport
/“a hotel needs to work like a well-oiled machine. This means our teams not only need to command their line of work but also learn, assist and empathize with all the departments as well.”
Editor: Tell us about your journey. How did it all start?
From my nascent days, I sought a journey that would not lead me to the a-typical doctor/engineer line of work. To me, the then iconic hotels of Mumbai in the early 2000’s stood before my eyes like majestic towers while running like a well-oiled machine from within. It was fascinating to see so many lines of work which we know as departments to come together for a singular reason – “Guest Satisfaction”. The guest centricity aspect of this industry & to be able to touch lives every day and make an impression is the core of my hospitality streak. The journey began as a humble housekeeping associate & progressing and learning in detail of all aspects of the industry has now led me to where I am today.
Editor: What do you think it takes to succeed in this industry?
I stand true to the saying “One Size Cannot Fit All”. The very core of the industry is to be guest-centric and while succeeding to deliver a smile while servicing your guests, one must always remain flexible & passionate & understand all the realms of the workings of a hotel. Success can only be defined by our guests who keep coming back to us for our team's hospitality & some may even call us their second home
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
While I may be hiring for a specific department, I urge my team to carry the correct attitude & to be willing to learn all the realms of running a hotel. As I mentioned, a hotel needs to work like a well-oiled machine. This means our teams not only need to command their line of work but also learn, assist and empathize with all the departments as well.
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?
The trainees of our industry come in with an impressionable mind & it is our, as industry leaders to showcase the hotel not only in terms of its core operational departments but also let them experience a 360-degree aspect of running a hotel. The key aspects of educating them about our sustainability programs like Planet 21, Sales & Marketing, digital presence, basics of financial accounting will open up more streams of work that they may not be exposed to in their curriculum. Passionate trainees may seek employment opportunities outside of the operational departments and still be very much a part of a Guest Centric organization.
Editor: What are some of the trends you see impacting the hospitality industry?
Digital Influencers via various social media channels have come in as market disrupters as opposed to the traditional marketing strategies. The millennials of today are influenced by the review of a social media influencer who may have up to a million followers. Our industry has quickly recognized this aspect of our digital presence & has started working hand in hand with such influencers that affect guests’ buying choices.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
Technological advancements have helped abundantly to serve our guests better. While the guest is in-house, tech has enabled us to receive real-time feedback (Compliments or Complaints) which helps us to take corrective measures accordingly & ensure guest satisfaction. Once the guest checks out, they can review us across various online platforms (Social Media Or OTA, Or Google). While it may be challenging to keep a tab on all platforms, an application named “Trust You” helps us collect, action, and respond to all guest reviews and feedback through a single click. This ensures a 100% response to our guests at all times.
In the post covid world, there is a paradigm shift in how we deliver value to the guests of tomorrow yet ensuring a vibrant guest experience. Starting from booking the room, to check-in, check-outs, and payment procedures, everything is now contactless. All communication is now through emails, digital posters, and the guests are encouraged to complete all procedures online. Also, At Accor, one of the technologies we continue to use ACDC- Accor Digital Card, which focuses on collecting data via Customer Relationship Management to curate experiences based on guest preferences. ACDC, in the post-COVID era, will be extremely helpful for the hotel staff as they will have all the data available of a guest; thus, ensuring enhanced customer experience keeping in mind minimal contact services.
Editor: Two things you would like to change in the industry.
Accor, as one of the hospitality leaders in this industry, believes wholeheartedly in “Diversity & Inclusion”. This strengthens our belief that we select talent based purely on their calibre and not their gender, nationality, religion or race. I believe that our industry in its entirety is on the same path but has a long road ahead to ensure the same feel is inculcated among us all.
Our hospitality courses for graduate students need to be in sync with the industry today. Our management training program – NewGen Leadership program aims to have a more inclusive cross exposure on the job training, in not only the operational departments but also across departments like Revenue Management, Sales & Marketing including digital to help the students choose from a wider choice of departments to work for & remain interested in the industry for the long term.
Editor: What can we expect in the coming year?
With the widespread effect of the pandemic on the hospitality sector, we have had to deal with uncharted challenges. The Mumbai market is a hub for business and leisure travellers. The market remains heavily dependent on both domestic & international travellers and in the last few months, the market has been supported generously by domestic travellers. With the second wave and increasing restrictions, this will be a tough quarter but we are hopeful that the market buoyancy may return to its formal glory towards the end of this year or early 2022.
