Exclusive Interview | Gunjan Pandey Operations Manager ,The Fern Surya Resort
/“Bring creativity in the things you do, no matter how small or simple the job is, and stand out. ”
Editor: Tell us about your journey. How did it all start?
I had a calling to be a hospitality professional, and therefore I started working in that direction quite early on and acquired the required skills to get there. A decade-long experience in the hospitality industry has been instrumental in my journey. It all started with the internship at Pride group of hotels. I then had a chance to work with Hotel Suryagarh, Jaisalmer followed by a stint with Tivoli Hotels & Resorts.
From handling Picasso - A boutique hotel in Delhi further enriched added to the current assignment with The Fern Surya Resort, Kasauli Hills under the flagship of The Fern Hotels & Resort, it has all been very enriching. I’ve had a chance to oversee multiple hotel pre-openings, take up pivotal leadership roles and achieve iconic milestones.
I believe learning in any sector has no end, and hence my exploration continues.
Editor: What do you think it takes to succeed in this industry?
Passion & a little more passion, with the right proportion of patience and perseverance. The hospitality industry is dynamic. Things might seem hard at the beginning, but perseverance and a positive frame of mind help to sail through. Patience to strive on and curate the perfect and unforgettable experience for your guest irrespective of the situation.
And amidst ongoing situations, a mix of all these virtues is all the more important.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Finding a person with the right attitude with a willingness to learn & adapt is key to hiring. Passion for hospitality, commitment to service excellence, and overall positive outlook are the must-haves. Additionally, domain knowledge about the hospitality sector is always a prerequisite.
Editor: What is the single factor that got you your promotion?
Creativity and passion that I bring to work.
Editor: What advice would you give to a young, aspiring hotelier for their internship?
To start with, be your natural self and believe in yourself. Be proactive in your approach and add value to people's lives and communities - professional & personal.
There are a lot of interesting opportunities and challenges for the youngsters entering this sector. Bring creativity in the things you do, no matter how small or simple the job is, and stand out.
Dream on and keep shining!
Editor: What are some of the trends you see impacting the hospitality industry?
Technology has given a whole new meaning and direction to the trends in the hospitality industry. There is a paradigm shift in the industry with the addition of intangible touchpoints to the existing tangible ones. Personalized experiences, healthy dining, wellness options are to name a few.
Customer relation management is no longer restricted to only a quick-sell but building a long-term relationship and knowing the customer preferences. Existing guests expect the hoteliers to know their choices and create a customized experience. And thanks to technology and database management, it is very much possible
Editor: Two things you would like to change in the industry.
The hospitality industry has the best of everything. Though the "continual improvement process" should always be followed, I don't think anything needs to change.
In the past year and a half, the industry faced an unprecedented challenge due to the Global Pandemic. The industry quickly adapted to the changing market scenario, bringing in the required shift in the operations & functioning to bounce back in no time. It reflects that the industry is nimble & agile and can endure any challenge.
Editor: What is your favorite interview question and why?
“What are three positive & negative things your last boss would say about you?” The question helps me draw a SWOT analysis of a candidate & gives a reflection of his/her attitude.
