Exclusive Interview | Kunal Onkar, General Manager of U Rivergate Karjat
/“It requires a combination of both education and hands-on work experience in the hospitality industry. Where you learn and face new challenges every day! So be ready to face and grace whatever comes to you with an absolutely positive attitude.”
Editor: Tell us about your journey. How did it all start?
It started in the Year 2000 after completing my H.S.C. It was my dream to pursue my graduation in Hotel Management, I even secured my admission to Mumbai's renowned Hotel Management Institute. However, due to the financial crisis, I was unable to deposit the fees on time hence I ended up losing my seat. Hospitality was my passion hence I didn't lose hope and ended up landing at The Oberoi Hotel, Nariman Point Mumbai formerly known as (The Trident- Mumbai)
I was given a task to work in the Banquet department as (Casual), I was very excited after getting all my formalities completed, I wore my uniform and stepped in for the very first time into the banquet foyer of a 5-star hotel and was absolutely stunned looking at the setup of the event!.
My journey continued after spending a good time in banquets. I was promoted as Apprentice Steward and transferred to *Frangipani* restaurant later I was once again given a chance to attend a cross exposure training at The Oberoi Grand Kolkata. After a year and a half of successful completion of my training, I decided to step out and experience Sea Life
In the year 2004, I joined P&O Cruises as Passenger Services Asst on the Luxury British Ship from Bridgetown Barbados (West Indies), I sailed around the world 7 times and experienced diverse working cultures onboard as well as visiting different countries almost every sunrise, After spending 5 glorious years in 2009 I left Sea stepped up the ladder working at different positions with various International and domestic hotel chains.
Editor: What do you think it takes to succeed in this industry?
I'm personally committed to being what I'm today! I believe it requires a combination of both educational development and hands-on work experience. The hospitality industry is something where we learn and face new challenges every day! So be ready to face and grace whatever comes to you with an absolutely positive attitude.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Attitude and personality which express CAN do then CAN'T DO! And the most important aspect: Keeping guests First, hotel second, and self last! That is what I look for in every candidate I interview.
Editor: What are some of the trends you see impacting the hospitality industry?
There are many. Every month there is a new trend emerging, however naming the top I would say, Smart technology, Healthy Dining options, the addition of Wellness options, combinations of Business and Leisure are the few which have created a major impact on the hospitality Industry.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
Indeed, whilst during this pandemic Traditionally a high-touch industry has emerged, guests are now demanding hotels to reduce the number of physical touchpoints. All outlets that are open at the hotels now feature digital menus that are accessible via QR codes. I have also enabled digitalization of services like room directory, TV Guide, IRD, spa booking, Laundry pickup, and hotel info along with integrated digital payments wherever required. It is also quite possible that in the near future guests will be met with the latest touch-free technology that includes self-service kiosks for check-in/out, mobile room entry, voice -activated assistants and mobile apps that let guests navigate the property and each touchpoint in their terms.
Editor: Two things you would like to change in the industry.
Emphasis on Safety and Hygiene, minimalist design to reflect cleanliness, new hygiene ratings to be issued to hotels by FHRAI & HRAI as a part of their classification.
