Exclusive Interview | Shalabh Verma, General Manager, HYATT PLACE HAMPI
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Editor: Tell us about your journey. How did it all start?
SV: The journey has been very interesting, it started way back in 1996 when I joined the Institute of Advance Management, Kolkata for doing my Hotel Management. In 1999 post passing out did not have a job at hand for close to 03 months post which I started as a Asst Steward with a stand-alone restaurant in Kala Ghoda (Mumbai). Got my first break in Sales & Marketing after a period of 09 months at Hotel Parle International and then never looked back. Worked with various hotels like Alcon Victor, Intercontinental The Grand, Fariyas, Leela Palaces, Hotels & Resorts and finally joining Hyatt in Aug 2008 as Director of Sales for Park Hyatt Goa Resort & Spa. Post which I moved as Director of Sales & Marketing to Hyatt Regency Kolkata followed by Park Hyatt Chennai and then Grand Hyatt Mumbai before moving as General Manager to Hyatt Place Hampi
Editor: What do you think it takes to succeed in this industry?
SV: Hard Work, dedication & understanding your market and your business are few of the key elements to succeed.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
SV: Attitude is the main thing that makes or breaks a candidate. You can teach work as Hyatt is a company that has a lot of training programmes which allow anyone to learn and grow, but you can never teach the right attitude.
In case of any vacancy same is always opened on Hyatt carrer.com and people can apply online
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?
SV : Training is a foundation on which any person’s career is made, hence it is very important. A god trainee is someone who not only does the job which he or she is asked to perform but also asks questions and observers why something is done or something is not done. The hotel industry is a lot about common sense, books only teach you basics but on job training teaches you practically everything. A Win-Win for both comes in when we spot future talent in the batch of trainees and are able to recruit them.
Editor: What are some of the trends you see impacting the hospitality industry?
SV : India is a huge market not only for inbound or outbound tourists but also for domestic tourism. We have so much to offer and there is so less that one can discover in their lifetime. We see a sizeable increase in domestic tourism as disposable income has increased in the country and people are becoming more curious in knowing about their own roots, cultures and values. Combination of these 02 aspects has given birth to staycations or weekend trips.
Use of apps is fast growing with consumers not only in making a booking or arranging their travel arrangements but also in the way they want experiences. Hyatt has launched for our World of Hyatt Members keyless entry into rooms, this not only gives the comfort of not carrying a key but also assists in speedy check-in and check out as a member can do the same from their World of Hyatt app.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
SV: Technological advancements have certainly made life easier for all of us. Simple apps like WhatsApp assists us in making life more comfortable for our regular guest’s and long staying guest’s as they have the number and we ensure that same is manned 24X7. They use it for making their bookings to ordering anything specific in their rooms or even ordering their meals. Same can be easily managed and delivered to their specifications leading to a more satisfying experience.
World of Hyatt App assists one to make reservations in their favourite restaurant as they are on move or settle bills without waking up to the reception or cashier desk or simply making a booking for the next Spa Treatment.
Editor: Two things you would like to change in the industry.
SV : This industry is a very nice place to be in. I don’t think we need to change things we just need to streamline a few things and it will be great.
Editor: What can we expect in the coming year?
SV : Consolidation is the keyword and I am sure we will see more of it in times to come. Not necessary that the big will eat the small but consolidation of small hotels and big chains will happen as it looks now. Also, more use of technology by the guest’s as well as by hotels will make things easier. Good Times are still to come.
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