Exclusive Interview | Neil James, General Manager, Courtyard by Marriott, Vadodara
/“We need to have greater consideration and benefits for entry-level associates to tackle the high attrition rate and to ensure longer association with a company. ”
Editor: Tell us about your journey. How did it all start?
It has been a remarkable journey of almost 16 years which has given me immense strength and confidence while I was in constant pursuit of providing hospitality with humility. After completing Post Graduation in Hotel & Restaurant management, I began my career in room operations which were my first introduction to guest management.
This experience of working for a standalone property has laid the foundation of my journey ahead in hospitality operations. My core has always been in Pre-Opening properties with hotels like Le Meridien, Four Points by Sheraton, Courtyard by Marriott, and Marriott in different capacities.
My last assignment with Courtyard by Marriott, Surat, and Surat Marriott gave a definite boost to my hospitality career as I drove key results and championed to win coveted Marriott awards like the Platinum circle, Diamond circle for hotels, and personally, the Stephen G Marriott Award.
Editor: What do you think it takes to succeed in this industry?
The key to success in the hospitality industry is to continuously find new ways to exceed guest expectations. Throughout my tenure of handling teams, I have strived hard to achieve employee satisfaction within my team as this is of paramount importance in any setup.
As cliched as it may sound, there is really no substitute for hard work with a focused approach towards the job at hand. Patience and persistence go a long way in life, professionally and personally. I strongly believe that these mantras have been major drivers of success and my latest achievement of being promoted to the post of General Manager for Courtyard by Marriott, Vadodara.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
For me, the below 5 characteristics matter the most during any hiring. I look for 5 things in my future employees.
Passion for work- Hospitality is a testing industry and unless you are passionate about what you do, you cannot enjoy your work.
Self-motivated – External forces can motivate anyone only to a certain extent. The real push always needs to come from within.
Determination – This is required to succeed in any profession
Decision Maker – Right or wrong, taking a stand and owning it
Problem Solver - People who think on their feet are valued and are an asset.
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?
Use the opportunity to gain maximum product knowledge
Align personal goals in line with the vision of the hotel
Ask when needed and observe always
Make mistakes and learn from them
The technical know-how of the operations – No textbook will train them for this
Be disciplined
Editor: What are some of the trends you see impacting the hospitality industry?
1. Contactless technology and digital experiences
On account of the current pandemic, digital and contactless technology has gained new momentum. Guests have become accustomed to using their smart devices for online solutions like mobile check-in, Online payment solution, digital menus. Integration of digitization in the normal hotel setup is well received by the guests from the safety point of view too. Applications are being used more than just to enrol members. Hotels are making the most of technology and I think this practice will be here to stay.
2. Sanitation & Cleanliness programs here to stay
Hotels have completely upgraded their sanitization and cleanliness protocols and even have specially designed programs for sanitization from a COVID point of view. Each brand has added a different touch, but there are now two levels of room cleaning - the second level being a supervisor who provides the extra sanitization of each room. Public areas are disinfected by using electrostatic sprays. Again, I believe these protocols are here to stay and guests are willing to play their part by washing hands frequently, wearing a mask, and distancing.
Editor: Two things you would like to change in the industry.
Consideration and benefits for entry-level associates to tackle with high attrition rate and to ensure longer association with the company.
The hospitality industry and its people are currently facing many challenges and with the current unprecedented changes in norms impacting business, the industry would need more support from tourism boards, travel houses. Hotels located in the same city can support each other wherever possible to optimize efficiency.
Editor: What can we expect in the coming year?
Last year has shaken all our assumptions with rampant changes in travel patterns and unforeseen lockdown/curfews.
However, I am optimistic with the government’s drive to vaccinate all above 18 years from May will boost domestic travel and may be promising.
With the arrival of the second wave of the pandemic, International travel looks bleak for Q2 2021 however, domestic travel will continue to generate demand in Q3. The social segment looks promising with mid-size weddings driving occupancy and banquets. Recovery will be in phases and may ensue from December with group and business travel subject to the efficacy of vaccination.
