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

Coming from a long line of military service, the expectation to carry on the tradition naturally fell upon me. With my grandfather and uncle serving in the Army, and my father proudly donning the Air Force uniform, it seemed only fitting that someone in our family would continue the legacy in the Navy.

However, destiny had other plans, and I found myself unable to meet the stringent requirements of the military. Nevertheless, my journey led me to a remarkable opportunity in the shipping industry, wherein I got through one of the leading companies as a Merchant Navy Officer.

Yet, amidst the sea of cargo and maritime adventures, my heart always yearned for the glitz and glamor of the hospitality world. It was a pivotal moment when I had to choose between heeding my inner calling or fulfilling the expectations placed upon me by my family. In the end, I followed the voice within and took a leap of faith by applying to hotel schools.

As fate would have it, I secured a place in one of the top hotel schools in the country, IHM Hyderabad, and from that point onward, there was no turning back. It was during the rigorous industrial exposure training, an aspect that many dreaded, that I discovered my unwavering passion for this industry. I had the privilege of training at some of best hotels of Taj, Oberois and Marriott which served as a defining moment, reinforcing my conviction that hospitality was my true calling. Throughout my time at IHM Hyderabad, the principles of leadership formed the very core of everything I pursued, both within and outside the institution.

With my graduation in sight, I embarked on the next phase of my career as a Management Trainee in Font Office with The Park Hotels, Member of Design Hotels Marriott International. Working diligently, I swiftly rose to the position of Duty Manager, honing my skills and acquiring invaluable experience. Eager for new challenges and a chance to move into the world of luxury hospitality, I then joined one of the industry’s pioneers, The Leela Palaces Hotels and Resorts to become the Head of Butler Operations at The Leela Palace Udaipur, and I take immense pride in being part of the team that propelled the palace to the pinnacle of success. In 2019, Travel+Leisure USA recognized The Leela Palace Udaipur as the world’s best hotel, an achievement that epitomized our dedication and commitment to excellence.

Seeking to broaden my horizons and gain international exposure, I embarked on a new adventure as the Guest Experience and Quality Manager with Accor Hotels in Doha, Qatar. This role allowed me to immerse myself in a diverse and vibrant hospitality landscape, expanding my knowledge and skill set.

Currently, I work as an Innovation and Quality Manager with Soneva Fushi, the first barefoot luxury resort in the Maldives. For the past 27 years, Soneva has been at the forefront of sustainable luxury and unparalleled service in the Maldives and Thailand. Joining this market leader has been a privilege, as I continue to contribute to their legacy of excellence. Each day, I strive to make a difference in the industry, creating unimaginative unique experiences while upholding the values of sustainability and innovation.

My journey thus far has been one of constant growth and learning, driven by my unwavering passion for the world of hospitality. As I look toward the future, I am excited to embrace new challenges and opportunities.

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

Passion and constant urge to learn, develop and adapt. Hospitality can be one of the most challenging job roles given the dynamics of how different a day can be to another. It’s a very demanding and highly satisfying job only if you enjoy doing it. It can be equally frustrating if you don’t have the passion for it. Hospitality has been constantly evolving and incorporating more Tech to streamline our daily operations and to keep up with the world adapting more into Tech, AI and Robotics. However, human touch will always remain a key driver in hospitality. For some, this evolution can be challenging if you are not ready to learn and adapt.

Share with us a typical day for you at the office. 

I start my day early on by reviewing and analysing the feedbacks on various platforms. Get to the morning meeting and discuss the overall operational plan with the leaders. Deep dive into the shortcomings and how we can improve. Meet and greet with the guests and assess the general feedbacks and expectations out of the conversations. Look up to my calendar and attend all other scheduled operational meetings. Check and prioritise my To Do list for the day. Carry out random inspections and speak to a lot of team members on a daily basis. Keen eye for detail is of utmost importance as a Quality Manager. Innovation is the unique part of my job title.

Soneva as a brand believes in distinctive sustainable luxury and inspiring a lifetime of rare experiences. We achieve this by constantly innovating and having the distinctive edge over our competitors.

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

Internships can be a make-or-break deal for most of the hospitality students. Choosing the right place for your internship can be a deciding factor given the fact that we have diversified hotel brands depending on traveller needs ranging from Classic old-world charm to Modern day luxury, Wellness to lifestyle, Slow life resorts to budget friendly fast paced business hotels and so much more. Each one of these can impart varying operational experiences. This is your first-hand exposure to the industry.

Just like you would research before buying in something, why not spend some time deciding on your internship. Go with an open mind and be ready to accept any challenge. You would notice and learn about different leadership styles, gain different types of skills and see how beautifully everything is executed on the front of the house while the heart of the house is on fire and that’s where all the excitement happens if you’re passionate about this business.

Be prepared. It doesn’t matter what situation you find yourself in if you aren’t prepared to make the most of it.

Be willing to serve. If you want to learn from the best, you can’t be afraid to be an intern or start at the bottom.

Be consistent. Show up every day and show up well.

Be forward. Take a chance and watch as all of your hard work pays off.

What is the one tech/app/software feature you would like to see? 

Metaverse has become a popular buzzword. It would be very interesting to see how Metaverse technology could revolutionise the way that people engage with the hospitality industry. Imagine a scenario where you can explore a hotel in virtual reality (VR) while you sit in your home on the other side of the world.

By creating 3D versions of real locations, metaverse will create new ways for people to choose accommodation, activities and experiences. It is still in its very initial stages and the technology isn’t really available to provide a full blown metaverse holiday yet but it may well exist in years to come.