Exclusive Interview | Neeraj Balani, Chief Operating Officer, Ascot Hospitality
/ Editor HospemagDescribe an ideal hospitality professional.
A selfless individual who is sensitive to guest needs and can anticipate them for timely deliveries.
We interviewed Neeraj in 2018, when he was the General Manager, Radisson Marina. Read that interview here >
What do you think it takes to succeed in this industry?
Success in the hospitality industry is an outcome of the unwavering commitment, tireless effort, unparalleled service, exceptional standards and a selfless approach demonstrated by a team of highly committed individuals for our esteemed guests.
Launching something new is both an exciting opportunity and a responsibility. Share with us a deep dive into your process for these new launches.
Our customer centric approach has been the key focal point of our actions and we have recently launched a Savoy Executive club Membership program which encapsulates the key offerings of the hotel aligning with our guest requirements which further motivates them to use our facilities like the all-suite rooms, restaurant, banqueting, conferencing, health club and gym.
What does the future look like? For the industry, you, your project / initiative.
The future of hospitality is on an exciting path and shall have automation, personalized transformative experiences, environments social governance taking center stage. Our group is on the expansion trajectory being mindful of the same and shall be capitalizing the opportunities being future ready.
What are the attributes you look for while selecting or hiring?
Our outlook on that front is fairly straight as we look for the right attitude and are ready to invest in the learnings of the team members who are enthusiastic and willing to navigate through challenges.
What is your favourite interview question & why?
I usually look forward to individuals who are ambitious and passionate where their skill set/zeal to perform can benefit the organization. The question is what is it one thing you are looking from the role applied for.
Describe an ideal hospitality professional.
A selfless individual who is sensitive to guest needs and can anticipate them for timely deliveries.
My grandmother's kitchen was a place where magic and wonder happened, filled with the most enchanting aromas and flavors. Among the many delightful dishes she prepared, her sambar stands out as the crown jewel. These culinary experiences have profoundly influenced my journey, inspiring me to carry forward her legacy through 'Sambarpot'
Describe an ideal hospitality professional. “A selfless individual who is sensitive to guest needs and can anticipate them for timely deliveries.”
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.
Our goal is to bring the unique experience of Hitchki to new markets, delighting patrons with our Bollywood-themed ambiance, exceptional food and beverage offerings, and unparalleled customer service. With a focus on quality, creativity, and authenticity, we are confident in our ability to capture the hearts of new audiences and create memorable experiences wherever we go.
Embrace the grind with gratitude, for each step forward is both a testament to your hard work and a gift worth cherishing. The journey's sweat makes the success sweeter.
For the birth of Karma Lakelands, I would like to give the entire credit to my mentor, Shri Nekchand ji, who instilled a love for Mother Nature in my heart. If not for him, I never would have planted over 10,000 trees in my initial days.
If it's not the passion driving you don't get into it, as it looks all rosy from the outside but it's not - you have to listen to all customers and keep tweaking things to ensure all your customers are happy. In the food space the customer is always king
Our venue becomes more than just a place to visit, it becomes a vibrant community hub where everyone feels valued and part of something special.
My passion for cooking and the late- night cravings of a young adult led me to launch a small home-based kitchen named 'Night Foodies' in 2013. Working through the nights making burgers and pizzas, I discovered a deeper truth: food was my true calling.
Learn to cook first and then think of becoming famous. Focus on skills and knowledge development rather than looking to become a social media star. Money will come for sure provided you don’t run behind it.
Guler Kabab is my family recipe, and this is what my parents used to make together in the kitchen. It has a surprise stuffing element that is a little sweet and spicy, which usually people don’t expect in a kabab. I learned this recipe from my mother, and I always ensure to serve it to my diners. It gives me extra brownie points. It is a home recipe and something that you won't find otherwise in anyone else’s house.
For those aspiring to become hotel General Managers, my foremost advice is to never lose sight of the path you've traveled to reach this position. The journey from the ground level, starting at an entry position, holds immense significance. It's crucial not to forget your humble beginnings, as this keeps you rooted and grounded amidst growth.
There was this one time where a guest requested a “Omelette without egg”. It was something that really shocked and amused me. I had not even imagined this kind of dish. But since it was requested by the customer, I had to take up the challenge.
I am India's first Corporate Executive Chef for an Indian cruise line.
The dedication to keep learning, a passion to succeed and dream big is what has brought me where I am.
Hard work yields rewards, especially in an industry witnessing constant growth and a persistent demand for highly skilled and experienced hospitality professionals.
Eating butter out of my grandma's hands while she churned home made white butter every morning for breakfast. Having that when I was three, I clearly remember it. The love had a lot of flavour, better than the ingredients.
Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t.
EXCELLENCE Is NOT an ACT, But a HABIT!
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.
The pivotal turn came in 2011 when I assumed the role of Head Housekeeper at Denis Private Island in Seychelles, marking a significant milestone in my career. Throughout my journey, I’ve had the privilege of spearheading the opening of three notable pre-opening projects, encompassing housekeeping and laundry management. These ventures spanned across two international locations and one in India, each adding a distinctive chapter to my professional repertoire.
In pursuit of a holistic approach to dining, the year 2024 will witness a surge in the popularity of balanced meals. The concept of Thalis, featuring a diverse array of nutrients, will transcend specific cuisines, becoming a prevalent trend.
Hotel managers and operating managers should have a strong grasp of understanding cash flow and flow through. This skill involves the ability to track and manage the movement of cash into and out of the business, and more importantly, to understand and maximize the "flow through" rate.
How well you engage and communicate with the customer while ensuring the organization’s values and vision are upheld all the time is the key here.
My advice to someone aspiring to be a Hotel General Manager is to cultivate a diverse skill set, continuously seek learning opportunities, develop strong leadership abilities, prioritize guest satisfaction, and always lead by example with integrity and passion for the industry.
Working in different countries provides students with a broader perspective and exposure to diverse cultures, which is valuable in the hospitality industry.