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

When I first started, way back in 1999, I was told I wouldn’t survive 6 months. I came from a small town and an extremely humble background. I was fortunate to find a foothold for myself. My first job at Hyatt Regency, Delhi gave me an opportunity to learn. Day by day I grew confident and once that 6 months hurdle was passed I knew that this was it!

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

Patience. Perseverance. Focus. And not just in bursts but every day.

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

The intent is most important. Also General Knowledge. If you are not aware of what is happening around you, chances are that you may not be paying attention. And Hospitality is nothing but attention to detail. If one should want to work with me, they must possess common sense, a will to learn, and above all humility.

Editor: What is the single factor that got you your promotion?

I think there is no single factor. It is a combination of a lot of things and people. One can never grow alone. You have to help those around you to grow and you grow with them. I think the biggest factor was the people around me. I was lucky to have a mentor and a team that rose together.

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

While technology is starting to play a big role in Hospitality, human behaviour is changing rapidly. I see a lot of establishments dissolving their standards to keep up, which is sad. But having said that I also see that this is the time when a lot of changes will happen in policies, SOPs, and for good. The current situation is going to teach us in 18 months what we otherwise would have taken years to learn.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the technology that you use that helps in enhancing the guest experience?

Social Media is helping us reach our guests faster. A no-touch menu or an e-concierge is making sure that guests get their space and still remain connected to us.

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

1- I would want to see Hospitality change the way we deal with the very fast-changing customer behaviour. I feel that we are still years away from where we want to be as an industry. But the good news is that we are getting there.

2- I would want to see the old-world charm in Hospitality be retained. There is no substitute for holding doors for others, getting up when someone walks into a room. No amount of technology can replace that.