“ A customer-centric mindset ensures exceptional guest experiences, while effective leadership and team development foster a motivated workforce. Embracing cultural sensitivity and inclusiveness enhances both guest and employee satisfaction.”

— Jaheer Abbas

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

My journey began 15 years ago with a passion for Human Resources, leading me to pursue my MBA along with my first job in hotels. I started my career with a small standalone hotel and mid-sized budget chain hotels. I developed crucial skills and realized my potential in HR during hotel pre-openings. Progressing through roles at various hotels like Spree Hotels, Starwood Hotels (now Marriott), The Park Hotels, and Accor, I honed my expertise in HR. This reinforced my commitment to enhancing employee experience and engagement, fostering diversity, equity, and inclusion, and supporting the professional development of individuals. Now, I’m excited about the opportunity at Marriott Hotel Indore, where I can leverage my background in Human Resources to contribute and grow further.

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

To succeed in the hotel industry, strong interpersonal skills and adaptability are crucial. A customer-centric mindset ensures exceptional guest experiences, while effective leadership and team development foster a motivated workforce. Embracing cultural sensitivity and inclusiveness enhances both guest and employee satisfaction. Strategic thinking aligns HR initiatives with business goals, and proficiency with HR technologies boosts efficiency.

Upholding compliance and ethical standards is essential, as is adept conflict resolution to maintain workplace harmony. Ultimately, a genuine passion for hospitality drives excellence and inspires the team, contributing to overall success.

Share some of your secrets in keeping an engaged, safe, and happy team.

To keep my team engaged, safe, and happy, I prioritize open communication and recognize employees through rewards and recognition programs. I encourage professional development opportunities and ensure a safe work environment with regular training and safety audits.

Promoting work-life balance through flexible scheduling and supporting an inclusive, positive culture is key. Regular feedback, development plans, and well-being programs, including mental health support and wellness workshops, are essential. Transparent leadership and celebrating achievements further build trust and community. These strategies create a motivated, engaged, and happy team.

How are you using technology in Human Resources?

In today’s AI world, technology is integral to our operations. We use applicant tracking systems for efficient recruitment and onboarding platforms for seamless new hire integration. HR Information Systems (HRIS) manage employee data, payroll, and benefits. Performance management software supports continuous feedback and goal tracking. Digital tools enhance employee engagement and communication, while e-learning platforms facilitate continuous development. Data analytics provide insights into workforce trends, aiding strategic decisions.

Employee self-service portals empower staff to manage personal information, and remote work tools ensure productivity and engagement across locations. These technologies streamline processes and enhance the employee experience.

What is your favorite interview question and why?

One of my favorite interview questions is, ‘Can you tell me about a time when you faced a difficult situation at work and how you handled it?’

I find this question incredibly insightful because it allows candidates to demonstrate their problem-solving skills, resilience, and ability to handle pressure. It provides valuable insight into their past experiences, their approach to challenges, and the strategies they employ to overcome obstacles. Plus, it offers a glimpse into their level of self-awareness and ability to reflect on their own actions and decisions.

Overall, this question helps me gauge a candidate’s suitability for our fast-paced and dynamic work environment in the hospitality industry.