Exclusive Interview | Payal Joshi, Room Division Manager, Doubletree by Hilton Bengaluru Whitefield
/ Editor HospemagTell us about your journey. How did it all start?
I was keen on joining hotels from the age of 14. Had seen a programme on the television about Hotel Management, during my school days and was quite fascinated. Gradually got to know more about the courses through a couple of my father’s friends whose kids had done Hotel Management and the interests grew.
However, I also was preparing for Engineering along with my 11 th and 12 th standard studies. I gave entrance exams for both Engineering and Hotel Management and got seats for both and eventually decided to go the hotel way! I started my career as a Banquet Sales Coordinator with ITC Fortune Ahmedabad, after completing my B.Tech in Hotel Management. But within a span of 8 months moved to Taj President as a Housekeeping Supervisor since working in Mumbai and with an iconic hotel like that was something I really didn’t want to let go. Since then the journey of Rooms Division commenced!
What do you think it takes to succeed in this industry?
I think passion, patience, perseverance and people are the key to success in this industry. While the first three are your personal traits as an individual but when it comes to people, then, the ability to build a great team that helps you grow is equally important. So for me it’s the 4 Ps.
What does the future look like? For the industry, you, your project / initiative.
Hospitality industry is ever evolving. The future of hospitality industry is inclined towards ensuring:
Personalized services
Increased use of technology
Emphasis on sustainable and eco-friendly practices
Increased awareness on health & safety
We already have incorporated the use of advance technologies in the hotels, wherein the team can clear rooms through their smartphones, where guests can check-in and access their rooms through digital keys. Technology has not only made things easy for guests but also increased the work efficiency of the team and introduced a smarter way to carry out daily operations.
With regards to sustainability and eco-friendly practices, the industry is big on reducing the use of single use plastic to begin with and introduce sustainable options like, water bottling plants in the hotels, use of bamboo/corn starch made guestroom amenities like tooth-brush, combs, etc. QR codes have replaced menu cards and service directories. Emphasis is also on personalised service, ensuring the extra level of comfort and warmth that a guest would experience in the hotels. Introduction of healthy food options for guests and personalising their preferences. Last but not the least, enhanced security and safety procedures for guests.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
When you have a vision, it becomes important for you to ensure that your team and peers also believe in that vision the same way you do. This takes a lot of efforts since it involves not only the vision but also the process. Getting all the resources and people on board to turn a vision into a reality is the most crucial part. Planning, delegation and execution follow once your goal and steps to achieve that is defined.
Divide the goal into smaller targets and have a time frame for completing them. This leads to getting all the fragments in together for forming the final composition.
Share some of your secrets in keeping an engaged, safe and happy team.
I very strongly believe that if you work towards ensuring that your team is empowered enough to take required necessary decisions at their level of operations then you have a happy and strong team. The trust that this aspect builds within the team is a catalyst to new ideas and innovations. I also believe that promoting talent and keeping the team motivated to do their best at all times helps them grow both professionally and personally. And the most important is having an open communication with your team at all levels.
We envision Grand Mercure Mysore as a place where people come to relax, rejuvenate, and immerse themselves in the rich tapestry of Mysore’s culture.
To truly stay ahead of trends, it is essential to avoid becoming overly reactive to fleeting fads. Building a sustainable brand requires resisting the temptation to make drastic changes overnight simply to capitalize on a momentary trend
My global experience managing luxury hotels has significantly influenced my management style. Working in diverse environments has taught me to adapt to various cultures and address unique operational challenges, which is particularly valuable at OZEN LIFE MAADHOO with its diverse guest demographic.
My long-term goal is to position The Fern Goregaon as Mumbai’s leading eco-conscious hotel, harmonizing luxury with sustainability and personalized service to meet the demand for responsible travel while delivering exceptional guest experiences.
Achieving balance means being intentional about how I allocate my time. Whether it’s dedicating myself to work, spending time with family, or enjoying a round of golf, I ensure that I remain present in whatever I’m doing.
Each experience is designed to provide adventure without compromising on the elements of luxury that our clientele expects. Our goal is to strike the perfect balance between thrill and elegance, ensuring that our clients not only feel secure but also pampered.
By thoughtfully combining modern trends with our traditions, we ensure our guests feel at home while we remain grounded in our culture and values.
Mastering new techniques is essential for continuous quality improvement, and chefs should explore advanced methods like sous-vide, fermentation, and molecular gastronomy to expand their team’s skills.
Parixit Pai Fondekar, serial entrepreneur and the founder of the Kamaxi Group, headquartered in Goa, in an interview with Hospemag.me, shares insights into how the Group has grown into a multifaceted organisation serving various sectors including cruise line staffing, culinary education, maritime training and incubation. Fondekar highlights the Group's commitment to helping individuals navigate the tourism and hospitality industries, positioning the Kamaxi Group as a key player in India's journey toward a skilled and inclusive future.
Integrity, innovation, and respect for tradition are my guiding principles. I believe in constantly pushing the boundaries of what Indian cuisine can be, while staying true to its roots.
By having a universal translator device, people could connect with others from different cultures and backgrounds, fostering greater empathy, understanding, and tolerance. It would also help to preserve and protect endangered languages and cultures by allowing them to be passed down to future generations
Secrets in keeping an engaged, safe and happy team:
Give them responsibility
Train them to achieve them
Encourage with all best processes
Evaluate & guide
Appreciate their contribution
I look for individuals who are not only skilled but also passionate about what they do. Attributes like integrity, a strong work ethic, and a willingness to learn are non-negotiable. I also value creativity and the ability to think outside the box, as these are critical for driving innovation in our field.
In the coming months, you can expect us to continue leveraging technology and automation to enhance guest experiences at DoubleTree by Hilton Varanasi. We are working on integrating advanced data analytics to personalize guest interactions further and enhance operational efficiency.
Everyone is a sales person in life, you just need to understand and start enjoying it in your professional life as well.
The shift towards experiential travel is another trend that will redefine hospitality. Today’s travelers are increasingly looking for authentic, immersive experiences that connect them with the local culture and environment. This trend will continue to grow, pushing hotels to offer more personalized, location-specific experiences.
The future of the hospitality industry will likely be shaped by technology and sustainability.
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.
At Eight Continents Hotels & Resorts, our dedication to providing exceptional value and memorable experiences is at the core of our operational philosophy. This commitment is manifested through our comprehensive approach to hospitality, which focuses on personalized service, unparalleled amenities, and sustainable practices
A good chef doesn't have to be a popular celebrity, even a small south Indian café chef prepares delicious dishes which people stand in a queue to get hands-on, I feel is successful in a way of its own.
If I were to transform into a vegetable, the choice would be clear: I would be broccoli. Not only is broccoli one of the most nutritious and versatile vegetables, but it also embodies a unique blend of resilience and adaptability that mirrors my own traits.
My journey in the hospitality industry is deeply rooted in a passion for service excellence and a commitment to our family's entrepreneurial legacy. At The Fern, Goregaon, I've embraced these values to shape a vision centered on quality and sustainability.
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.
Technology is at the core of our operations and guest experience. Our Glu app serves as a comprehensive digital concierge, allowing guests to manage their stay seamlessly, from check-in to activity bookings.
We recycle food waste into compost, use glass instead of plastic for water, and harness solar energy with 1,443 panels generating 2,000 KWH daily. Our reforestation efforts aim to convert open scrub into dense forest cover, while community programs empower local women in sustainable farming. Embracing an earth-to-table approach, we also grow organic produce.
To become a successful chef, you need:
Passion: A burning love for food that keeps you up at night dreaming of your next dish.
Mad Skills: You’ve got to slice, dice, and sauté like a wizard with a spatula.
Creative Spark: The ability to turn ordinary ingredients into culinary magic.
Obsessive Attention to Detail: Because every grain of salt and garnish matters.
Kitchen Kung Fu: Leading your team with the finesse of a maestro conducting a symphony.
Flexibility: Rolling with the punches when the soufflé sinks or the orders pile up.
Business Savvy: Balancing the books while balancing flavors.
Forever a Student: Embracing lifelong learning, because the food world never stops evolving.
The only advice I can give to young chefs is that – Be humble, put your head down and work you’re a** off. When given chance to work with the best, TAKE IT! Don’t involve your personal ego when you deal with people who are way more experienced than you. Ask questions, steal recipes, don’t say no to difficult task, be ready to clean floor and dishes but make the most of the opportunity given to you.