Read MoreTo succeed in the hotel industry, it takes exceptional customer service, attention to detail, hard work, efficient operations, and continuous improvement.
To become a successful chef, the first thing you need to understand food is science. Once you understand the science behind it you can do a lot of tweaking and experimenting
Read MoreA dish your patrons/guests love
Meen Polichadhu – traditional Kerala style, banana leaf-wrapped cooked fish, with shallots, tamarind and coconut milk
Read More“At times I see guests treating a colleague in a way, which is not acceptable however when someone senior is dealing, the tone changes – Why? We should respect the Individual, not the title. ”
Editor: Tell us about your journey. How did it all start?
I originate from Chandigarh – the city beautiful. I am the first in my family to be a hotelier and began my hotel career in Chennai in front office operations. I completed my hotel and business management from D-IHM, Pune, and American Hotel & Lodging Association, Middlesex, the U.K in 2006.
After spending initial 2 years in Front Office Operations, I moved to Revenue management where I joined IDeaS Revenue Optimization – A SAS Company as a Revenue Optimization Analyst based out of their technology centre in Pune. Got an opportunity here to work on revenue analysis and data analytics for hotels worldwide.
I started my Hyatt Career in the year 2010, at the Hyatt Pune (Pre-opening) as a Revenue Manager, followed by other appointments at Hyatt Hyderabad Gachibowli, Hyatt Regency Kolkata before moving to Hyatt Raipur as General Manager in the year 2018
Editor: What do you think it takes to succeed in this industry?
Well, there are various attributes but the most important is being passionate about the industry which is the key to success. Being determined and passionate and understanding that it is the long hours one will have to put in and work during holidays and festivals as hotels are the place people go to celebrate and rejuvenate, and we hoteliers need to be there for our guests extending that memorable experience.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
As I mentioned being passionate about your job is what makes you succeed in our industry. Hence I look for colleagues who understand this and display being enthusiastic and passionate about hotels. We can always train our colleagues about processes and procedures but the customer centricity, the passion to work for people, the friendly personality have to come naturally.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
The training period is actually a very important period for all future leaders of the hotel industry. It’s not just a tenure they need to be taking notes or be serious – it’s a time they should use to understand hotel industry operations at ground zero level, do a retrospect and self-analysis of whether they belong to the hotel industry or do they need to re-think about their decision of joining hotels. If they get to love the hotel industry during their training and wake up every day looking forward to their action-packed day at their hotels, then there is no looking back. It’s going to be a win-win for both – the hotel organization would look forward to getting passionate hoteliers in the making and an individual who gets a better understanding of hotels and the effort that goes into making a hotel organization successful.
Editor: What are some of the trends you see impacting the hospitality industry?
Our industry is an ever-changing industry and we hoteliers need to be adaptive to the change and adopt and adapt to the trends impacting guest experiences.
To elaborate a bit, at Hyatt Hotels we understand the needs of our guests and always reimagine hotel experiences in line with the ongoing trends. For example, Hyatt was amongst the first hotel chains to extend complimentary basic internet access to all our guests visiting our hotels as the internet is the basic amenity which any guest would require in today’s world. There are many examples to share however with the ongoing CV19 global pandemic, Hygiene has become the new luxury. For hotels and hospitality institutions, Hygiene and safety have always been important however with the CV19 pandemic it is at the forefront of everything we do. And how we communicate what we do to the guests will play an important role.
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?
Well, keyless entry to rooms to great e-conferencing facilities and a strong and stable Wi-fi facility is very basic in today’s world for any business hotel. With the CV19 pandemic hitting the world, contactless guest experiences in our industry are the new normal. Hence I see a great transformation with technology being a great support in us delivering guest experiences in the years to come. Guests will be able to communicate and connect instantly, hotels need to ensure they can provide feedback and services instantly.
Editor: Two things you would like to change in the industry.
I started with Front office operations and till today can see guests being hesitant in giving deposits on arrivals. There is no service or product which can be consumed first and paid for later, hence would love to have seen guests understand this and we all understood that the hotel business is a ‘Business’, a business which extends credit based on some deposit to be able to function.
Another thing is understanding that hoteliers are also people who need to be treated with respect. We are in a people’s industry – People serving People hence would wish to see everyone being humble at all times – as a guest and as a hotel employee. At times I see guests treating a colleague in a way, which is not acceptable however when someone senior is dealing, the tone changes – Why? We should respect the Individual, not the title.
Editor: What can we expect in the coming year?
Well, the coming year has a lot of re-imagined operations across our industry. I think with the CV19 pandemic, we still functioning because we learn and change the way we operate.
Travel is changing, not stopping. As I mentioned earlier, we just need to be open to change, keep learning, un-learning, and re-imagine hotel operations extending genuine hospitality and experiences to our guests and colleagues.
Technology will surely be a game-changer and add to the Luxury aspect of the hotel. It is going to be interesting times for us to adapt and get used to operating in a more flexible and tech-oriented environment.
We envision Grand Mercure Mysore as a place where people come to relax, rejuvenate, and immerse themselves in the rich tapestry of Mysore’s culture.
My global experience managing luxury hotels has significantly influenced my management style. Working in diverse environments has taught me to adapt to various cultures and address unique operational challenges, which is particularly valuable at OZEN LIFE MAADHOO with its diverse guest demographic.In the coming months, you can expect us to continue leveraging technology and automation to enhance guest experiences at DoubleTree by Hilton Varanasi. We are working on integrating advanced data analytics to personalize guest interactions further and enhance operational efficiency.
We recycle food waste into compost, use glass instead of plastic for water, and harness solar energy with 1,443 panels generating 2,000 KWH daily. Our reforestation efforts aim to convert open scrub into dense forest cover, while community programs empower local women in sustainable farming. Embracing an earth-to-table approach, we also grow organic produce.
For those aspiring to become hotel General Managers, my foremost advice is to never lose sight of the path you've traveled to reach this position. The journey from the ground level, starting at an entry position, holds immense significance. It's crucial not to forget your humble beginnings, as this keeps you rooted and grounded amidst growth.
Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t.
My advice to someone aspiring to be a Hotel General Manager is to cultivate a diverse skill set, continuously seek learning opportunities, develop strong leadership abilities, prioritize guest satisfaction, and always lead by example with integrity and passion for the industry. 
We are continuously evolving to meet the changing needs and preferences of our guests, leveraging technology and innovation to enhance the guest experience. Our focus on sustainability and community engagement is also a key part of our future vision.Hard work and perseverance are the most important elements to success in our industry.
Read MoreRead More“There is nothing called a perfect world out there so what matters is your attitude, be experimental and never forget one can be as good as his team. is it’s all about teamwork out there.”
The best players can do the most damage if they don’t have the humility to fit into a team structure.
Read MoreOutlook needs to change about Industrial Training. If hotels keep on treating trainees as temporary operational support, then the best of talent will never join the industry.
Read More“Attitude is the main thing that makes or breaks a candidate.”
Read More“Team cohesion is paramount for me to make the hotel tick. If you have one expert who is a top talent but is not a team player, he or she will disrupt the entire set-up and this can be very damaging.”
Read MoreEditor: What do you think it takes to succeed in this industry?
This industry is all about managing people and always being innovative and adapting to change is the key to success.
Read MoreWe loved Mark's amazing motivation idea for his team (see that here) and we decided to have a chat with the maverick.
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