Exclusive Interview | Gaurav Sekhri, Hotel Manager, The Westin Pushkar Resort & Spa

“ For me, the most important attribute while hiring is the passion that the individual has towards hospitality and service, his commitment, and most important his attitude. ”

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

I started my journey with Hilton London Hyde Park in 2006 as a Food and Beverage Assistant and worked my way through the industry ladder with grit and mirth by working as the Food and Beverage Manager for over 12 years in various hotels like Hilton London Green Park, Hilton London Hyde Park, Hilton London Docklands Riverside and as the Director of Operations with Hilton Mumbai International Airport, Hilton Jaipur and Hilton Bengaluru. My last assignment was as the General Manager in the Corporate Office of MGM Muthu Hotels in Europe. For more than a decade, I have worked in the hotel industry, perfecting my craft and skills in terms of customer management, financial vantage, and team management. In each of my projects, I have been instrumental in strategizing for analytic and business tactics that have led to immense growth for the organizations.

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

The hospitality industry is dynamic and especially amidst the current situation, it is essential to keep a positive frame of mind. Things will be hard in the beginning but be patient enough to wait for the right opportunity. It is important to build upon your skill set, be able to adapt to uncertain situations, and have a sound knowledge of the industry and changing scenarios to succeed in this industry.

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

For me, the most important attribute while hiring is the passion that the individual has towards hospitality and service, his commitment, and most important his attitude. We are specifically in a people’s industry and when you are sheerly dependent on the human service to establish and enhance your standards, attitude becomes a pertinent influence. Thereafter, attitude is also the most important factor for me in terms of hiring.

Editor: What advice would you give to a young, aspiring hotelier for their internship?

A. With the current generation who are being faced with such interesting challenges at the very start of their career itself, I am very sure the industry stands to gain some of the more strong-willed service passionate individuals. My advice to the young hoteliers in such a scenario would be to have patience for the right opportunity and focus on improving their skill set and grooming themselves. It shall be enough to tide them over any such unanticipated hurdles as an industry will be back to normal sooner than later.

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

2020 has been a challenging year and we have witnessed a lot of new trends that have emerged as a game-changer for the industry. One key trend among them is the surge in terms of the domestic leisure travel segment. With restrictions in international travel, leisure tourists have been looking for newer options within the country for a much-needed break. And this is certainly a trend that shall be further, instated in the second half of 2021. The wedding business shall also witness an upward surge in the second half of the year. Since the wedding restrictions are being levied with a much safer space, there has been a gradual increase in the trend to go for destination weddings within the country. The increase in our own occupancy and inquiry rates in the recent dates have been an attestation to the same.

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

The hospitality industry has the best of everything. Even in the worst-case scenario such as what we witnessed last year, everyone in the industry served the guests with a bright and warm smile on their faces. We adapt ourselves to any situation quickly and effortlessly. Insistently, I believe that it is impossible to bring about changes in the industry overnight. Change requires patience and perseverance.

Editor: What is your favourite interview question and why?

My favourite interview question will be about what constitutes the perfect or most efficient customer service. It is because I believe that customer service is one of the most essential parts of the hospitality industry and we are yet to be introduced to many more facets of the same.