Editor: What is your favourite interview question and why do you ask it?

It would have to be......."Where do you see yourself in the next 10 years"?

The answer to this question shows intent of the candidate, gives perspective of his or her vision.

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

 I started my hospitality career with the Indian Hotels Company Limited in 2005 after completing my Bachelor’s with (Hons.) in Hotel Management from the University of Huddersfield U.K. from the renowned Institute of Hotel Management, Aurangabad.

I consider myself lucky to enjoy a varied and expansive career path that has allowed me the opportunity to work in some of the very best hotels. After successfully completing the prestigious Taj Management Training Programme, I was given an opportunity to take up responsibility as a Duty Manager at Taj Palace, New Delhi. From Delhi, I moved as Front Office Manager at the magnificent Taj Tashi, Bhutan. I also served as Executive Assistant to Chief Operating Officer, Luxury Division placed at the Corporate Office post completing my assignment at Bhutan. Post my stint in Mumbai, I moved to the Iconic Taj Mahal, New Delhi, which allowed me to gain intense experience as Director of Rooms, from where I take over this current role.

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

Passion to serve and a heightened sense of aesthetics and detailing, along with a fair bit of technical know-how is what would conventionally lead you to being successful in this industry. With a dynamic and diverse nature, there is more to it than just these key essentials in order to be successful. Working in the hospitality and hotel industry is a lifestyle by itself and one must realise that a lot of patience, hard work and dedication must be put in. However, enjoying a good environment, good company, good food, and developing oneself into a people-oriented individual will certainly make work fun, as only a happy individual can rub off that happiness onto the guests, in turn ensuring a happy hotel.

Passion, patience, and perseverance are key to becoming a success story in hospitality. Developing other passions outside of the workplace are also essential as they contribute towards a well-rounded individual, a one with a unique identity rather than becoming a cookie cutter, this would also impart a certain level of confidence that would help leverage the inner potential within. Adaptability and tenacity along with the above attributes, and a positive can do and will do approach can certainly guarantee a successful career in hospitality to an extent. Beyond that, every effort over and above will only take you further.

It is also important to understand that we need to seek moving ahead and not moving upwards. Moving upwards may involve growth only in terms of hierarchy, designation, grade, and position, however moving ahead would involve garnering diverse experiences in various areas within hospitality, and not just growing vertically in a particular area. This would eventually lead to a better opportunity down the line and would give you an edge over the rest.

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

I personally give a very high emphasis upon the integrity of the individual. The intent of the individual being interviewed is key. While the individual that has extended his or her candidature to work in a certain capacity, is examined and screened based upon all technical parameters, those attributes somehow always tend to take a back seat as any amount of technical knowledge and expertise may be developed. However, the right etiquettes, manners, a strong value system that reflects the foundation of that individual, are attributes one must have already.

Being transparent in communicating with your peers, colleagues as well as superiors comes through these attributes mentioned above, and showcases integrity, honesty and helps build trust, which is what is required to build a successful, efficient, and responsible team. The right attitude is very important and being a genuinely good human being will ensure becoming a good hospitality professional. Along with these, thinking on your feet, quick decision making, great communication and soft skills, being abreast with the happenings globally, awareness of industry related trends, people management skills, situation handling that comes with experience would be the icing on the cake. For all those looking to get a great job in hospitality and hotels..........get cracking.

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

 BE YOURSELF! Every individual has a unique quality and characteristic that must remain intact, which is what differentiates that person from the others. Make your strength your power and further develop those unique qualities within yourself that would later set you apart and make you stand out. Simultaneously, continue to work diligently upon those areas that would need improvement, as we are only as good as our weakest link. Those links need to be strengthened. Being surrounded by wise, experienced, and knowledgeable people during an internship can give you the right environment to work on yourself for the long haul further on.

Be inquisitive and invest in self-learning. Remember why you came here in the first place if you ever feel demotivated or dejected. Being the first exposure into the industry, an internship may give you mixed feelings about working here, but hey, this is the right time to infer what is it that you really enjoy doing in hospitality and what you’re really good at, so the road ahead can be chalked out.

There is no substitute to hard work and give it everything. Don’t count the number of hours you spend during your work but try to do something every day that would make a difference to the guests, even if it is in your limited capacity. Moreover, believe in yourself as it is during this phase, that your belief becomes your thought, your thoughts become your words, your words become your actions, your actions become your habits, your habits become your values and your values become your destiny. Dream on and keep shining!

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

Today, trends have a whole new meaning, and have made the paradigm shift from being tangible to also incorporating more intangible touch-points. These intangible aspects of hospitality, as we see it today include exclusivity, privileges, and bespoke experiences. Hospitality, especially hotels and resorts are now going one step further by providing transcending experiences rather than the orthodox service and product experiences. As we live in the age of technology, and the automation of services and products in the market has grown far and wide, the value of human presence has matured ten folds, for example, consumers within the market would prefer to buy a handmade product, rich in craftsmanship and artisanal value, rather than something that has come off a production line. At Taj Theog Resort & Spa, Shimla, we practice the philosophy of providing transcending experiences to our guests through the natural bounty that surrounds, be it a gazebo dining experience in the midst of the clouds that descend upon the resort, the spectacular nature trails in the woods as well as the farm to plate dining concept that uses the produce from the hotel's gardens, guaranteeing organic freshness and pest free high-quality control. As a luxury operator, we at Taj Theog Resort and Spa, Shimla are very mindful of what our guests are seeking and we continue to strive and redefine luxury in our own way, with each passing day.

Also today, hygiene practices, cleanliness exercises and sanitization procedures are not merely routine, but have become a way of life in the wake of the pandemic. The challenges brought about by this pandemic, have given rise to opportunities that have impacted way of living drastically, both to sustain and for the better.

Editor: Two things you would like to change in the industry.

Certainly, the long working hours would give way to a more balanced, healthy, and rejuvenating way of life for those working in hospitality. This may be possible by introducing tactical manpower deployment with a focus on efficiency. This would also reduce fatigue and enhance productivity. We have already started seeing changes within our industry on that front.

I am a strong believer in imparting those experiences to my team that they would impart to a guest. What you experience, stays with you in memory and is easier to reproduce in action. As part of a sensory training programme, I would have associates experience the product and services at the hotel in order to better understand what are the deliverables by stepping into the guests shoes.

Editor: What is your favourite interview question and why do you ask it?

 It would have to be......."Where do you see yourself in the next 10 years"?

The answer to this question shows intent of the candidate, gives perspective of his or her vision. It is essential to nurture the vision of your colleagues and team members, and handhold them every now and then, so they make their vision reality. Every great leader must create great leaders from under his or her wings and by asking this question, the foundation for grooming future leaders may be initiated right at the interview stage.