Exclusive interview | Sourav Panchanan, General Manager, Caravela Beach Resort Goa
/From a Waiter to a General Manager! My 25 years journey has been incredible, but unexpected. Along the way, I met great mentors, we are what we are because of the people who spent time on us
Mr. Sourav Panchanan, General Manager, Caravela Beach Resort Goa
Tell us about your journey. How did it all start?
In my childhood, I dreamt of a different life. My father, a soldier in the Indian Army, was my hero and I wanted to follow in his footsteps, to wear the uniform. But life has a way of surprising us. At seventeen, I found myself in a hotel school and soon after, I stepped into a world of 5-Star hotels. It was a humble beginning, but this path would lead me to places beyond my wildest dreams. For five years, I served guests at renowned hotel chains like IHG and Hyatt in India while gaining valuable lessons in hospitality.
A pivotal moment arrived when I was presented with the chance to venture to Scotland. There, I had the privilege of working at renowned luxury hotels, including the renowned 'The Gleneagles' in Perthshire and Hilton Glasgow, further expanding my expertise and refining my craft. In 2015, I returned to India and joined Caravela Beach Resort, a sprawling, independently run, 23-acre estate on the Goan coast. Here, my journey took unexpected turns as I transitioned from roles in Food and Beverage to Rooms, wearing different hats and embracing diverse challenges with determination.
Progressing from Director of F&B to Executive Assistant Manager and eventually assuming the mantle of General Manager. Caravela has a defined culture and it influenced how I think of leadership and became a leader myself. In my current role, “I oversee our 201-key, 5-Star Deluxe golf resort on the shores of the Arabian Sea,” where we strive to deliver unforgettable experiences tailored to the discerning tastes of our guests. Looking back on my journey, I am grateful for the opportunities I received and lessons learnt along the way. As I continue in the dynamic world of hospitality, I remain committed to strive for excellence and creating memorable moments for each and every guest we have the privilege to serve.
What do you think it takes to succeed in this industry?
Passion is paramount in our industry. If you genuinely enjoy connecting with people, it’ll set you in the right path. Equally important is the combination of hard work and dedication. Giving your best effort day in and day out is essential. In a dynamic hotel, where many individuals are doing similar tasks, standing out and advancing calls for a willingness to invest extra effort and a continuous desire for growth. Along with this, continuous learning, whether through on-the-job experiences or participation in various training programs, the opportunity to expand your skill set is invaluable. Last but not the least is being curious, being aware of what is happening around you and how you can leverage situations to your success.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Hiring is undoubtedly a tough task, as it requires aligning the aspirations of individuals with the needs of the business. During my interactions with prospective candidates, I strive to understand their motivations for applying to Caravela. While experience certainly holds value, I place great emphasis on assessing candidates' attitudes and their approach to learning. In many instances, a positive attitude and a genuine thirst for knowledge can outweigh a lack of experience.
What is the single factor that got you your promotion?
With humility, a promotion comes… being best among the people you are operating, building trust and creating a reputation for excellence and repeating all of it every day. There’s no single factor that can bring in success. It’s the combination of all of the above that creates a mindset which can lead to success.
What are some of the trends you see impacting the hospitality industry?
While my journey in hospitality over the past two decades has witnessed significant transformations, particularly in terms of reach and technology, it's essential to recognize that the core principles of guest service remain unchanged. Looking ahead, it's evident that future shifts will predominantly revolve around technological advancements.
Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
Today, guests increasingly rely on digital platforms for booking accommodations, upgrading their stays, and streamlining check-in processes through our web links. Ordering services via QR codes and settling bills using UPI are now commonplace practices. Yet, middle of these technological advances, the old-world charm of luxury hotels endures, driven by the timeless essence of personalized service and genuine people connect. As we navigate the evolving landscape of hospitality, it's crucial to strike a balance between embracing technological advancements and preserving the authentic guest experience that remains at the heart of our industry.
Two things you would like to change in the industry.
First one for me will surely be swift integration of technology in harnessing data for predicting guest preferences and customized experiences. It can help revenue generation, increase operational efficiency in near term and create a strong brand recall value for guests. The next thing will be to break the stereotype that entry level hotel work is only for younger generations. The industry can always offer promising options for the mature job seeker from other industries while successfully balancing human capital. Getting into hotels is a great choice for anyone with a genuine interest in talking to people and helping them.
What is your favourite interview question for candidates’ interviews? and why?
I mostly ask questions around Caravela’s core values. Although candidates need to have the hard skills that are important for the applied job role, however, this can be trained. More important is whether the candidate has the right attitude, is willing to learn and share similar values as us.
