Exclusive Interview | K.K Bajpai, Operations Manager, Hulhule Island Hotel, Maldives
/“We should love what we do, whether the work is small or big. ”
Editor: Tell us about your journey. How did it all start?
Well, I was a soft-spoken and very courteous social person from my childhood and actually it took a twist as a profession when I went to purchase Engineering entrance form of UPTU, on my way I saw hotel management counter and just like that, I filled up that form too! I got selected in both and had to elect Hospitality or Engineering and my family with full majority supported for Hospitality.
I initiated my hospitality career from Radisson MBD Noida in 2004 where I got selected during my campus interview in IHM. Later I joined Taj Lucknow, Vivanta by Taj, Panaji - A Vivanta Benchmark Hotel and moved to the Maldives in Hulhule Island Hotel ( unit of SATS- Singapore Airlines Terminal Services).
Editor: What do you think it takes to succeed in this industry?
I must say discipline, Hard work and passion are key to success. We should love what we do, whether the work is small or big.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
The first and utmost important thing is a positive attitude and second is passion. If a candidate is passionate then surely he will never look at the watch and work harder to learn and I contribute.
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?
As a trainee, they need to be more observant during their training and before going for training they should be thorough with all the theories and keep questions ready beforehand to ask from superiors during training. A trainee can only be productive when he understands the department functions and terminology and departmental managers also will teach them faster.
Editor: What are some of the trends you see impacting the hospitality industry?
Our industry is more volatile and everyday changes and new developments are coming either you talk about the hotel from luxury to budget segment now hoteliers can make their career anywhere unlike previous years where hotel brands were limited in only 4 star or 5-star categories. Now with new brands like Spree, Lemon tree, Oyo, there is a career with every segment.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
yes, very true! Artificial intelligence has become an integral part of our industry! Self-check-in and check out kiosks where the guest gets does not need to wait much and can do it faster.
Payment modes have become easy and not limited to cash, cheque or credit card only. Hotel apps are another feature which provides full details to the guest in hand even guest can talk or send a message with any kind of query and will get automated answers for the majority of queries.
Editor: Two things you would like to change in the industry.
I think since the industry is committed to tourists and works on festivals, offs and even their off time/day. All hospitality staff must be given 6 days off in a month. Secondly long working hours are a barrier to deliver quality work, a serious law to be framed to ensure staff is not stretched much if required to do so, they should be compensated these additional hours within a week by the hotel as per employee wish.
Editor: What can we expect in the coming year?
More hotels and new brands are coming every day so more competition is expected to come. Staff must be ready for healthy competition for business and I think it’s best for industry and tourists as well.
