Exclusive Interview | Sumit Kant, Ex. Chief Operating Officer, Centre Point Hotels
/“A hotelier needs to be committed, flexible, quality-oriented, guest-centric with an eye for detail to be successful. Of course, you can not skip from hard work to be a successful hotelier.”
Editor: Tell us about your journey. How did it all start?
I would say it was more out of chance than choice. Hotel, a novel by Arthur Hailey had a big influence on my Late elder brother who coaxed me to take up the entrance examination of National Council For Hotel Management, Catering Technology and Applied Nutrition. After clearing the entrance, GD & interview, I got admitted to IHM, Hyderabad. After 3 days at the campus, I felt it was not my cup of tea and decided to return back. However, on my way back to my home town I felt it was an opportunity, changed my mind & returned back. Initially, it was more of cultivating the interest which turned later into my passion.
Editor: What do you think it takes to succeed in this industry
A hotelier needs to be committed, flexible, quality-oriented, guest-centric with an eye for detail to be successful. Of course, you can not skip from hard work to be a successful hotelier.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I hire for the right attitude, interpersonal skills & friendly demeanor. It is more of a profile matching. One may be very good, his or her profile may even match a better hotel but may not fit my bill. Those with natural smile are a huge plus..
Editor: What are some of the trends you see impacting the hospitality industry?
The pandemic has changed the industry, the way we have been doing our business and may be for better . Suddenly industry pivots from in person to virtual one. We would see the physical layout ( mostly with newly built hotels ) designed to emphasize more on social distancing. Guests would look at having increased privacy, flexibility and personal space. There is bound to be changes in guest's expectations off the beaten track, free from crowds. Needless to mention that health, wellness & contact less technology will be of paramount importance.
I foresee a rise in smart accommodation with spacious working space and contact less experience where mobile and apps control different functions in a room. A friction less automated processes is what a guest wants now.
There will be changes in the consumer behavior where guests would be eating & living with a conscience. The market will be driven by rich & individualized experiences, localized offerings and guests would look for added value additions. I see the demand surging for crafted & non- alcoholic drinks, local street food, fresh & nutritious offerings.
The hoteliers must infuse innovations, embrace quickly and optimize costs. HR will play a huge role and we will see changes in the way human resources have been lead till now with big shift towards multi tasking. Hotel kitchen will shrink, will be smaller kitchen, simplified cooking, versatile kitchen machines and utilization of every space as a profit center. Hotel education will be re engineered to suit the changing new normal.
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?
Human touch will always be the pivot to hotel operation , however touch less human touch enabled tech will become a differentiation. Technology will enable touch less experience through self service kiosks, voice recognition, artificial intelligence ( though a costly affair ), Robotic driven services, smart rooms, smart room service & meetings and virtual reality. We already see e- menus, there will also be E- Housekeeping, contact less automated baggage delivery to face recognition technology playing a role.
Editor: Two things you would like to change in the industry.
1. I would like to see lean Labor operation through quality manpower and competitive remuneration.
2. Hotels are late in adaptation of technological advancement and innovation. We must learn now to be the driver of innovations for the other industry to emulate.
