Exclusive Interview | Rohit Bajpai, General Manager, Sheraton Grand Palace Indore
/“The paramount quality required for thriving in any industry, particularly within the realm of hospitality, is an unwavering passion for one’s work. It has been astutely stated that “The only way to do great work is to love what you do” In this context, I firmly believe that to excel in the hospitality industry, one must not only be hardworking but also inherently passionate about their role.”
Tell us about your journey. How did it all start?
My odyssey in the realm of hospitality commenced with a seemingly ordinary encounter—a pastry. In my formative years, the very thought of stepping into a 5-star hotel exuded an aura of grandeur and anticipation. It was on one such occasion when a family member worked at the prestigious Taj Hotels that my infatuation with the hotel industry was kindled. I found myself entranced by the distinct culture, the impeccable attire, and the enchanting ambiance.
This experience marked a pivotal moment in my life, as I made a solemn vow to pursue a career in the field of hospitality. In 1999, I embarked on this extraordinary voyage as a management trainee. Over the span of 24 years, I wholeheartedly dedicated myself to the relentless pursuit of excellence within the domain of hospitality. This unwavering and resolute commitment ultimately propelled me to the zenith of my career, where I now take immense pride in serving as the General Manager of Sheraton Grand Palace Indore.
What do you think it takes to succeed in this industry?
The paramount quality required for thriving in any industry, particularly within the realm of hospitality, is an unwavering passion for one’s work. It has been astutely stated that “The only way to do great work is to love what you do” In this context, I firmly believe that to excel in the hospitality industry, one must not only be hardworking but also inherently passionate about their role.
Furthermore, ambition and a proactive mindset are indispensable attributes. The hospitality industry involves daily interactions with a diverse array of guests, each possessing unique needs and expectations. Success hinges on the ability to swiftly discern these requirements and offer effective, timely solutions. This capacity for responsiveness and adaptability stands as the cornerstone of achievement in this field.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
In the dynamic landscape of the hospitality industry, where operations run round the clock, a vital quality I prioritize in potential team members is unwavering proactivity. Recognizing that each individual within this industry serves as an ambassador for the company and significantly impacts the establishment's reputation, those aspiring to enter a career in hospitality must demonstrate an unwavering dedication to enhancing the organization.
I hold several key attributes in high regard when considering new hires. These include an intense focus, the ability to adapt to ever-changing circumstances, a commitment to consistently delivering exceptional service, proactive approach to problem-solving, a strong sense of accountability, and genuine empathy for the needs and desires of our guests. While these qualities are not an exhaustive list, they do lay a robust foundation. Above all, an enduring enthusiasm for serving people acts as the driving force that empowers individuals to embark on a rewarding career in the world of hospitality.
What advice would you give to a young, aspiring hotelier for their internship?
To the aspiring young hoteliers embarking on their internships, I offer the following advice: Welcome the challenges that come your way, as they serve as stepping stones to your personal and professional growth. The early stages of your journey might seem daunting, but don’t be discouraged. With persistent determination, diligent effort, and a genuine thirst for knowledge, you will unquestionably carve your own path to success.
What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.
Indeed, within this ever-evolving technological landscape, it proves challenging to pinpoint a singular feature, as our central focus remains devoted to enhancing the overall guest experience.
As part of the esteemed Marriott brand, a global leader in the hospitality sector, our unwavering commitment to excellence necessitates a constant evaluation and integration of the latest advancements.
Our strategy is rooted in the adaptability to guest preferences and industry demands, ensuring our position at the forefront of innovation. As a result, it is our standard practice to routinely introduce and incorporate new technologies, applications, and software features that align seamlessly with our core principle of prioritizing the needs and comfort of our guests.
In our dynamic field, we eagerly anticipate the ongoing evolution and implementation of innovative solutions that elevate the guest experience, maintain operational efficiency, and uphold our steadfast dedication to delivering unmatched hospitality services.
What strategies have you employed to create a positive and motivating work environment for the hotel staff?
I firmly believe that the work culture within an organization exerts a profound influence on the productivity and well-being of its employees. Therefore, cultivating a positive and nurturing work environment is paramount. Recognizing that we collectively invest a significant portion of our lives at the workplace, I prioritize fostering a culture of inclusivity, respect, and support among the hotel staff.
In essence, I endeavor to build a sense of unity, akin to a familial bond, rather than merely a professional camaraderie. My accessibility and openness to provide guidance and support when needed are fundamental to this approach. Motivating the team to continuously strive for excellence is a cornerstone of our work culture. Equally important is granting them the autonomy to execute their roles, as I firmly believe that granting individuals the freedom to operate enables them to unleash their full potential.
The bedrock of our work environment is mutual trust and the assurance that, in turn, my team has my unwavering support. This collective commitment to a harmonious and motivational workplace forms the cornerstone of our success.
Your vision for the hotel’s future?
In my role as the General Manager, I hold a vision for our hotel’s future that is firmly anchored in achieving the pinnacle of excellence. Today, we stand as leaders in the vibrant Indore market, but our ambitions reach far beyond regional prominence.
My vision transcends the confines of geography, aspiring for our hotel to be celebrated as one of India’s finest and, ultimately, a renowned name on the global stage. I firmly believe that in our journey towards this destination, it’s not only the hotel that prospers but also the dreams and aspirations of every individual who contributes to our success.
This collective commitment to excellence, underpinned by the unwavering dedication of our entire team, propels us towards a future where we are celebrated not only in Indore but across the globe. Our pursuit is one of relentless innovation, exceptional service, and a tireless devotion to achieving the highest standards of hospitality.
