Exclusive Interview | Rubin Cherian, General Manager, Novotel Hyderabad Airport
/“Success in this industry cannot be summed up in one sentence. Besides a right and positive attitude, communication according to me is key”
Editor: Tell us about your journey. How did it all start?
As a child I was always fascinated by Hotels and the way people manage them, dressed sharply, and working with finesse & flair. After my graduation, I joined a Hotel Management college in Bangalore and did a 3-year course, got selected by the Accor Group of Hotels for their Management Trainee program. And that was the beginning of my journey.
And over the years have worked with various Hotels in various positions which include The Retreat in Mumbai, The Lalit Ashok in Bangalore, Novotel Juhu in Mumbai, Ibis & Novotel Tech park in Bangalore, Ibis Hosur Road in Bangalore, Ibis Hyderabad, and currently with Novotel Hyderabad Airport.
Editor: What do you think it takes to succeed in this industry?
Success in this industry cannot be summed up in one sentence. Besides the physical aspect like product, brand, location, category, etc, soft skills are requisite for success.
Besides a right and positive attitude, communication according to me is key. A manager should guide the team to communicate effectively and avoid miscommunication. Good communication implies that you are listening to your guests, understanding their problems, and valuing their feedback. Great communication from every team member can effortlessly stir a guest and turn them into loyal customers.
One also needs to be observant of the latest trends in the industry, have an innovative streak to keep doing something new and be updated with all the latest technological trends to be ahead in the game.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
This sure can be summed up in one word “ATTITUDE”. This is the prime quality we focus on during and after the interview. The hotel industry is closely knit and one’s reputation always precedes him/her.
A person with the right attitude could be groomed in any department or any role. We look for the right fit for the required job.
Editor: What are some of the trends you see impacting the hospitality industry?
Our country is expected to become the youngest country by next year with an average age of 29. The millennial and gen X are itching to travel again and are looking to carve a niche and memorable experiences for a lifetime. They are looking to travel and explore offbeat destinations which are less crowded and have a sense of personalization which gives them an opportunity to reflect.
Most of the travellers are tech-savvy and the hospitality industry has braced the change with amazing resilience by going contactless, be it with menus, check-in process, or other services available at the hotel.
All Accor Hotels including Novotel Hyderabad Airport is certified under the ALL SAFE label, which represents our new cleanliness and prevention standards developed and approved by Bureau Veritas, a world leader in hygiene and cleanliness inspection.
While we have gone contactless and elevated our cleanliness levels to cater to the new now but continue to keep the warmth and hospitality index intact as serving our guests is our prime focus and we continue to deliver the same undeterred
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
The hospitality industry has evolved manifolds and 2020 has been the year of innovation and self-discovery.
We at Novotel Hyderabad Airport have geared ourselves to ensure contactless, seamless, and exceptional hospitality services to the guests in the new social distancing world. The entire guest journey is mapped and various touchpoints have been identified to make them contactless. Right from the check-in at the front desk to ordering food in the room or in the restaurant has gone completely digital. This helps hoteliers not only to weather operational disruptions but also enhances the ease and safety of the guests.
ACDC (Accor Customers Digital Card) is another great platform that Accor hotels use to ensure all guest preferences are recorded and used by any hotel in the network even though the guest has stayed in just one of our hotels worldwide.
Accor globally has launched a digital key where your hotel room could be opened using your cell phone instead of a physical key or card.
Editor: Two things you would like to change in the industry.
As customers interests and needs in hotels evolve, so the hotel industry too must adapt and find ways to sustain itself, it’s a bit like Darwin’s idea of natural selection: if the industry can’t change to suit the consumer then new options will open up that the consumer will ultimately prefer.
Secondly, with social media becoming more and more active, guests use this platform to arm-twist hotels and have their way and play one hotel against the other. If I had a choice, I would love to address this to eliminate or minimize it.
