Exclusive Interview | Sushma Khichar, General Manager, Courtyard Marriott & Fairfield Marriott Bengaluru
/“Choose a job that you love in order to stay self-motivated and maintain the productivity level”
Editor: First and foremost, congratulations on the recognition. Do tell us a little more about it.
Thank you very much. The award was ‘Spirit to Serve – General Manager of the Year 2020’ for leadership, focus, and drive in ensuring Marriott’s core value is taking good care of our guests.
Editor: Tell us about your journey. How did it all start?
While growing up, I was always in awe of the charm and vibrancy of hotels. I always wondered how it would be to work at one someday and then I decided to pursue this thought. Even in the current global crisis, I am absolutely certain that it was a wonderful decision that I made for my career. The way the teams have come together to support one another at a time like this has definitely been heart-warming and it makes me proud to be a hotelier.
Editor: What do you think it takes to succeed in this industry?
Success can hold different meanings to different individuals. In the hospitality industry, it is important to have the ability to constantly adapt, innovate and be productive. Self-motivation and the individual’s drive to excel are crucial factors too. One must enjoy the work that they do to be fully efficient and achieve success.
Editor: What are the attributes you look for while selecting or hiring?
Identifying and acquiring the right talent is crucial and sometimes challenging. There are quite a few parameters that we consider during the process, however, the key ones that are non-negotiable include a positive attitude, the willingness to learn and adapt. We review each candidate to see if they are job-fit, culture-fit, and team-fit. High-performing individuals usually don’t need to be motivated to do their job well since their motivation is self-driven. They are aware of their goals, priorities, and interests are persistent in influencing personal and business success. It’s easier to teach the technical bit to a newbie with the right attitude as compared to an experienced professional with a non-constructive attitude.
Editor: What advice would you give to a young, aspiring hotelier for their internship?
It’s imperative to have the ability to adapt to the ever-changing times in this industry. Adaptability teamed with creativity and the desire to learn will be the top influencers for success. It’s essential to choose a job that you love in order to stay self-motivated and maintain the productivity level. Also, remember to have fun because ‘all work and no play make Jack a dull boy.
Editor: What are some of the trends you see impacting the hospitality industry?
While we’re still battling the pandemic and dealing with quite a bit of uncertainty, we have witnessed an upward trend for leisure travel in the recent past and foreseeable future. Based on the current scenario, this trend will continue for the rest of the year while business travel is likely to pick up in a staggered manner. Considering the shift in the current trends each month, we are tweaking and customizing our room packages and R&B offerings. Staying relevant and accepting change in these trying times have become more crucial now more than ever.
Editor: Two things you would like to change in the industry.
Over the past year and a half, there has been a massive shift in the way the industry has been functioning. Adapting to those changes was of paramount importance and currently, we are seeking stability at business levels.
Editor: What is your favorite interview question and why?
That’s a difficult one to pick, however, questions determining the willingness and passion to succeed are my favorite.
