Be grounded and patient as the industry has a lot to offer, multiskilling and learning are always ongoing in hospitality- Mr.Shyam Kumar

Tell us about your journey. How did it all start? 

Started my career as an operations trainee and made my way up working with several international brands such as Marriott, and ITC before leaving India for higher education to New Zealand in 2005 at Pacific International School of Hotel Management. I have also got an opportunity to work with IHG in New Zealand. On my return back to India in 2011, worked with Starwood, and Shangri-La before joining Conrad by Hilton in the year 2018. 

I was associated with Shangri-La Bengaluru as Director of Food and Beverage managing the city’s largest F&B space of 10 outlets. Looking at a successful stint and innovative ways of running Food and Beverage was offered Conrad Bengaluru as Director of Operations. I was later enrolled in the prestigious Hilton’s Signature Leadership Development program -Shine 2, helping me to develop key capabilities, and networking and to enhance my overall leadership and business acumen, on the successful completion of this program, was offered General Manager for DoubleTree by Hilton Agra.

What do you think it takes to succeed in this industry?

There is no replacement for hard work and a winning attitude, however, the combination of Innovation, Emotional intelligence, and financial acumen ship are e other attributes that help you succeed. 

What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do? 

Post Pandemic hiring criteria is not just limited to HM graduates but also others who are passionate to explore the hospitality industry and grow.  United by our passion for hospitality, I would also look at a person who is culturally fit for the organization and believes to achieve their goals in the journey with us.

Team member working with me needs to be passion-driven, loyal, and show genuine care, and respect towards fellow team members and guests.

What advice would you give to a young, aspiring hotelier for their internship? 

It’s not an easy journey or a high-paying industry however if you enjoy people, creating experiences, or spreading light and warmth of Hospitality just as the way Hilton hotels do, then you would cherish every day.

Be grounded and patient as the industry has a lot to offer, multiskilling and learning are always ongoing in hospitality.

What is the single factor that got you your promotion?
I would say it’s a combination of experience, hard work, and skills that I have acquired through all these years working with hotels, and also Hilton's Prestigious GM program Shine which helps in holistic leadership development.

What are some of the trends you see impacting the hospitality industry? 

An increase in young travelers will lead to tech-savvy products and digitalization maintaining human touch points. Affordable luxury, personalization, and value for money will be deciding factors for travel. 

Sustainable resource and energy conservation methods of doing business 

Inclusive work culture, with part-time opportunities especially for India. With wellness taking the lead, hotel offerings in F&B, spas, or fitness centers will have to be always updated. 

Organic products, yoga sessions for long stays, and spa offers will be common across hotels in the coming days. F&B distribution systems and channels will increase, and sales per hour will soon lead to city center outlets. 

What tech would you like to see in operations? What operational problems need tech solutions?
Guest line assistance, In-room dining on the app with chatbots, and BMS controls on smartphones.

Most of the activities such as checklists are still paper-driven on a daily basis which can be moved to a tech-driven platform.

What is the one tech/app/software feature you would like to see?  This could be for guests, operations, etc. 

Hilton launched the digital key app. This technology allows Hilton Honors members to check in, choose their rooms, and use their smartphone as their room key. I would like to see such technology added with services such as concierge, in-room dining, etc.

Two things you would like to change in the industry. 

Working hours and pay structure. Team members create long-lasting experiences for guests driving loyalty and hence should be rewarded. 

What is your favorite question for a candidate interview and why? 

To know when and how they did something special for themselves/others could be guests, friends, or family because the industry is all about creating memorable experiences for our guests, team members, and all other stakeholders.

At DoubleTree by Hilton we say, where the little things means everything 

 Tell us about the work culture first Hilton in India to include LGBT community members.  

We have always promoted diversity and inclusivity at our hotel in Agra. In the year 2016, the hotel recruited its first specially-abled workforce. We are committed to an equitable and inclusive workforce that represents many different cultures, backgrounds, and viewpoints, with support from our ownership, Archer Hospitality headed by Mr. Vikram Puri we have gone ahead with hiring trans-genders in the year 2022.  Open door policy, Thrive at Hilton focusing on body-mind, and spirit or pay for performance, Hilton has always created great work environments thus comes the work culture.  Hilton has been certified Best Places to work for years under various categories.