“ Traits like Resilience, Empathy & Genuine Problem Solving Attitude give you the X-Factor to deal with all kinds of people in the Hospitality Industry ”

— Ullas Arora

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

I always loved Restaurants as a consumer, and especially interaction with people, and this passion of mine landed me into Hotel Management. Got my degree from ITDC & KU of their 1st Batch of Bachelors in International Hospitality Tourism Management and continuing my journey for more than a decade now.

During my graduation had been constantly thriving for maximum practical exposure to hone my skill set to be a successful Hospitality Professional.

The professional journey started in 2008, wherein I joined as a Management Trainee with IHG at Crowne Plaza Today Gurugram, promoted as an Assistant Restaurant Manager post one year of completion of MT Program. The 4-year stint at Crowne Plaza Gurugram set the tone for me to move on and excel and keep on exploring new ideas and concepts in the hospitality Industry.

The training and experience I gained from working for more than a decade in the hospitality industry is an important part of my journey. I have ensured to handle all types of F&B outlets, lead Pre Opening of Outlets & Banquets, understand how standalone outlets operate & run. The training aspects were also being undertaken to become an end-to-end hospitality professional.

In order to spread the wings outside F&B, I have been assisting in the overall Guest Experience & Continuous Improvement aspects of the industry.

What do you think it takes to succeed in this industry

Empathy & a Genuine Problem Solving Attitude paired with planning are the key personality traits that make Hospitality professionals succeed. As COVID has impacted the industry & lives of people, Resilience is the new trait that has been added to the above list and tops the chart of traits post COVID.

The industry builds an individual’s character in a way no post-graduate degree can, in a way no executive-level job can.

It’s about people—each and every type of person - guests or colleagues. Hence traits like Resilience, Empathy & Genuine Problem Solving Attitude give you the X-Factor.

What are the attributes you look for while selecting or hiring?

In my opinion, I always look at the CAT while hiring or selecting a Colleague for my team.

Communication

Attitude

Technically Savvy

Communication is the key. The industry owing to its fast-paced nature, calls for you to absolutely have great communication skills in order to succeed. The interactions with guests & colleagues would be such that one should be able to deliver information in a clear, comprehensive, and positive manner regardless of external factors that might be in play.

Attitude not only creates better impression in front of guests, but it helps you enjoy your daily routine and maximize your productivity at work. Yes, it’s easy to say “just be positive” and “put a smile on your face,” but you’re sure to encounter days where this is just about the last thing you want to do. Whenever I interact with my teams, I always tell them, make a goal and think of a new learning daily, by doing so you will never get bored of your work.

Being Technically Savvy is the need of the hour, Digital technology rules the roost in the modern-day. I always look for candidates who aren’t afraid of inventory management systems, property management or point-of-sale systems, which have a way with numbers and are comfortable taking guest’s details and data. A team member needs to be aware on how Instagram and Social media platforms work which enables in interacting with guest in such a way that they are tagged by our guests in their stories making them popular.

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

Master your soft skillset is the advice I always give to an aspiring hotelier, Technical skills no doubt can get you noticed but it’s your soft skills that will be relied on time after time should you want to succeed in the industry. It’s all about service with a smile, and knowing the customer is always right!

What are some of the trends you see impacting the Food & Beverage industry?

The New Fast Casual or the Cloud Kitchen Concept is surely going to be the Trend to watch out for impacting the F&B Industry. Relying solely on freshness, healthy options and great flavors and textures are their USP’s. Consumers are increasingly demanding food anywhere and anytime and that is where these concepts will see the major traction.

How do you assess freshers?

Commitments, Communication & Enthusiasm are the attributes I keep in mind while assessing freshers. These attributes I believe allow individuals looking for career in hospitality to successfully complete tasks and excel in their positions. Because many hospitality skills are considered soft skills, many people already possess these skills or have a solid understanding of them. However, even if a individual doesn't possess a particular hospitality skill, he or she can still work to hone that skill to better succeed in the hospitality industry.

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