Exclusive Interview | Mohit Pathak, Human Resources Manager, Hilton Garden Inn, Lucknow
/ Editor HospemagEditor: Tell us about your journey. How did it all start?
I have graduated with a tourism degree, forethought my career in the Airlines industry by seeing my elder brother flourishing in the same industry. Becoming an Hotelier was not my passion to pursue after graduation. In between my own hustle of career, I come across a buzz that Taj Lucknow was looking to hire cricket players for Taj Inter Hotels Cricket tournament.
As I am a professional cricketer trained by Mr. Ramakant Acheraker (Sachin’s Tendulkars Coach) in Mumbai. I also represented Lucknow University twice in the North Zone Inter University Cricket tournament along with other prestigious tournaments. During that period, I was aspiring for UP Ranji Team. So I joined Taj and worked for a couple of year with feasible timings. Taj allowed me to continue my cricket and I finally got selected in UP Ranji Team as a probable for the session 2005-06.
Editor: What do you think it takes to succeed in this industry?
To develop a successful career in the fast-paced hospitality industry, one should always be on your toes to meet with every new trend and standard, expected to handle challenges bravely, identify customers’ needs swiftly, and solve problems effectively with an inquisitive attitude and a desire to learn new things.
As a hospitality professional, most important is the constant learning, and being aware of modernity. Without a will to learn new things, there’s no scope for anyone in the constantly evolving hospitality field.
Editor: Share some of your secrets in keeping an engaged, safe and happy team.
We at Hilton Garden Inn always believes in providing a healthy environment to our team members, as guests expects an experience which is promised to them; the same is expected by our internal customers i.e. our team members.
There’re 7 Golden rules we always lead by at Hilton:
Work-Life Balance –
Unlike most hotels which work for 6 days, we but being the leader in the industry, we have 5 days workweek for our employees.
Flexible Working Schedules –
‘It’s Ok’ program’ No other hospitality company have such kind of program for their team members.
Listening to your employees –
Through GTMS & GPTW surveys conducted every year to rectify the root cause of issues. Then taking the feedback to develop an action plan to resolve the issue.
We support feedbacks and suggestions for improvement and betterment every month, we welcome innovative ideas. Creating a transparent and safe workplace, an unbiased approach towards any team members. No retaliation Policy along with a Robust Grievance Redressal System.
Create Career Mobility –
‘Hire Hilton’ we always intend to give internal growth, giving preference to those who have worked with us in past.
A Positive Work Environment –
Bright-hearted departmental meetings monthly to address concerns & In the ‘Thrive @ Hilton’ program we focus on the mind, body, and spirit of team members for overall development as an individual, not just an employee.
Recognition –
Recognize employees for their hard work and reward them (Unique Recognition Program with minimum quantum of Rs.1500 for each category in place to recognize and reward the hard work)
Offer Extensive Benefits –
Medical health and other wellness offerings tie with hospitals like Medanta & Apollo)
Editor: How are you using technology in Human Resources?
At Hilton Garden Inn we are using advanced tech tools to effectively and smartly manage HR functions, such as the Lobby portal, which is basically an ocean of information about the Hilton brand, Learning, online performance management system tool TMX, and Hilton University for all learning needs of Team Members.
We also have an ‘employee self-service portal’ in place along with facial attendance and HRMS to get the desired results. We also use some other tools designed to understand human behaviors like mood surveys and happiness index surveys.
Editor: What is your favorite interview question & why?
I always ask one question to candidates: Which is the most difficult situation you have handled earlier at your workplace and were you able to handle it well or did you mess up?
This question gives me an insight into the candidate. It gives me an idea about their mental functioning and problem-solving capabilities. You also get an idea about the patience level of the person, which I believe is the most important skill in the hospitality sector.
The brand’s success is largely attributable to Deltin’s commitment to customer satisfaction and personalised service. Deltin has achieved a high level of customer retention and positive word-of-mouth by focusing on its customers’s specific requirements and preferences and adapting its services accordingly.
Bonding is really important and regularly at our property we have some recognition events to celebrate individuals as well as Team. It has proven to give a positive impact on Team Members bonding as well as trust with the Leaders.
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.
An ideal hospitality professional is characterized by a combination of interpersonal finesse, a genuine passion for hospitality and to diverse situations, a keen eye for detail, and a commitment to continuous learning.
One of the highlights of my journey has been the involvement in the preopening phase of several hotels. This exposed me to the challenges and excitement of setting up a new property, honing my skills in strategic planning and operational execution.
In my view, passion towards your work is required to succeed in this Industry. It doesn’t matter if you are a Front Of The House employee or Back Of The House employee, you should be passionate enough for the happiness of your internal and external customers.
Unlike most hotels which work for 6 days, we but being the leader in the industry, we have 5 days workweek for our employees.
you are enjoying what you are doing, along with your hard work and commitment a person will definitely succeed and prosper-Neha Kumari
Consistency & Creativity will lead you to success-Neha Rana Dutta
What would you like to change in hospitality?
Hiring Process Without Resumes. Focusing solely on human potential and providing employment to anyone willing and able to work. I believe this approach is 100 % possible in Hospitality.
With the dynamic situation in the market, we must review our revenue targets on monthly basis & similarly review the level of manning required to serve the expected level of business.
Human Resource is more than a department. It is dealing with Human and their emotions. You need to be compassionate towards the employees. They expect you to listen to them and their problems and provide the best solution.
The most important thing if possible will be to change the perception of people towards the work requirement of hospitality industry wherein people assume a job of a chef as to be that of making food while it’s an art similarly people look at Housekeeping as a menial job while the kind of eye for detailing & passion is involved is not respected. This has to be changed and this can only be changed only if the industry propagates this first.
Create unique experiences. Today guest doesn’t buy rooms or villas, they buy experiences.
I believe in the saying " A chain is as strong as its weakest link" one should always give respect even to the lowest level of staff working in the organization. Treat the staff with the same dignity, regardless of the nature of the work they do. Throughout my experience I had witnessed the housekeepers are treated in a low profile, however, the situation changed 360 degrees in this pandemic, and happy that the Housekeeper and the sanitary workers are given their respects as front-line warriors
While we continue to navigate these challenging times of COVID era, it is important for us to explore the possibilities to emerge from this challenge by finding innovative new ways to impress customers. It is also equally important to create an environment where people can bring their whole self to work each day- so they can be their best and therefore better care for other which help in building high performing, inclusive teams, with thriving talent so they can deliver on organization purpose and ultimate success
I personally look for the desire to learn and grow, and the attitude and creativity to bring our IHG Winning Culture to life.
Outlook needs to change about Industrial Training. If hotels keep on treating trainees as temporary operational support, then the best of talent will never join the industry.
I look for the right attitude and leadership competencies to bring the brand to life, when I hire.
“Patience, perseverance, focus, networking, following good role models leadership styles; ability to innovate and accommodate the change.”
Sumeet is currently Head of Department: Human Resources Manager/ with a Leading Healthcare Provider in Middle-East.
He was the Training Manager at Grand Hyatt Dubai in 2011 when we did this interview.
When we interviewed him in March 2010, he was Director HR at the Four Seasons Mumbai, India.
We asked him to tell us what it takes to succeed and get hired by Four Seasons.