Exclusive Interview | Rishi Kumar, General Manager, Indore Marriott Hotel
/“Marriott’s core philosophy, echoing the words of Mr. Marriott himself, centers on the belief that we must take care of our associates, who, in turn, will provide exceptional care to our guests. This principle is not just a theory but a practice deeply ingrained in our approach.”
Tell us about your journey. How did it all start?
My voyage in the hospitality industry commenced more than two decades ago, and it has proven to be a fulfilling and enriching journey, collaborating with renowned national and international brands like Taj and Marriott. I’ve had the honor of serving in various settings, ranging from vibrant metropolises to delightful tier-2 cities. This varied exposure has played a pivotal role in molding my comprehension of the industry.
What do you think it takes to succeed in this industry?
Marriott's core philosophy, echoing the words of Mr. Marriott himself, centers on the belief that we must take care of our associates, who, in turn, will provide exceptional care to our guests. This principle is not just a theory but a practice deeply ingrained in our approach.
Effective communication stands as a linchpin, accentuating the significance of attentive listening, comprehending the needs of both guests and associates, and engaging in clear, empathetic interactions. Problem-solving is a vital skill in this ever-evolving industry, demanding a creative and proactive mindset to address a wide array of needs while upholding elevated service standards.
A profound commitment to excellence is of utmost importance, mirroring Marriott's unwavering dedication to delivering top-tier experiences. Furthermore, a central focus on people development is indispensable. It involves nurturing and empowering associates, enabling them to magnify their commitment to service excellence, thereby making a positive impact on the industry as a whole.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
We place a higher emphasis on attitude over sheer talent, as I firmly believe that one's attitude serves as a critical determinant of their potential success. A commendable attitude signifies an unwavering commitment to continual learning, diligent effort, personal growth, and a resolute dedication to achieving outstanding outcomes.
We value candidates who are unafraid to make mistakes, as they possess the ability to extract valuable insights from their past experiences. Furthermore, an unwavering commitment to our common goals and a strong devotion to their responsibilities are vital for fostering a productive and service-oriented environment. Additionally, a profound understanding of and alignment with our pursuit of quality and precision in their work stand as fundamental hallmarks of excellence within our organization.
What advice would you give to a young, aspiring hotelier for their internship?
Exercise patience before passing judgment or giving up prematurely; invest time in understanding the industry. Establish your life goals and craft a carefully considered plan. Welcome the process of learning, have no apprehensions about making mistakes, and nurture your distinctive insights as you progress.
What is the one tech/app/software feature you would like to see?
Marriott consistently dedicates resources to enriching the guest and associate experience through the utilization of a remarkable array of apps and technologies. While their dedication to enhancement is commendable, the company's sturdy technological framework guarantees that both guests and associates can utilize user-friendly and efficient tools.
What strategies have you employed to create a positive and motivating work environment for the hotel staff?
To foster a constructive and inspirational work milieu, several strategies have been diligently implemented. The first of these is the embodiment of our core values through leading by example and demonstrating our commitment to the team's well-being. Additionally, we place a premium on extending enhanced support to those in need, ensuring that assistance is readily available to overcome challenges. Our approach to problem-solving is characterized by unwavering sincerity and a hands-on approach, thereby strengthening our relationships with our personnel. Through frequent interactions, we strive to build a sense of belonging by acknowledging their invaluable contributions, thus cultivating an inclusive organizational culture. In times of adversity, our leadership team remains unwaveringly supportive, reinforcing our commitment to empathy and understanding within the organization.
Your vision for the hotel's future?
Our vision for the future of the hotel is to establish a lasting legacy, positioning it as a dynamic market leader that consistently evolves at an accelerated pace, surpassing guest expectations and enhancing the overall guest experience. We aim to become the ultimate destination of choice, known for its exceptional hospitality and exquisite dining experiences, setting new standards for the industry.
