Exclusive Interview | Venu Gopal, General Manager, ibis Hyderabad Hitech City
/“Communication, willingness to learn and grasp knowledge, staying focussed in career and service-centric. Our objective is to hire the right fit who is positive and has the right temperament, and we will groom as future leaders for the industry. ”
Editor: Tell us about your journey. How did it all start?
My journey with the industry started in the year 2000. My passion for food and meeting people from various geographies and industries motivated me to join hospitality. My first stint was with the Taj wherein I had spent a decade and a half at various locations as a Sales and Marketing professional. In the year 2016, I moved to an operational role with Accor Hotels as General Manager ibis Coimbatore and then relocated to ibis Hyderabad Hitec City.
Editor: What do you think it takes to succeed in this industry?
To be successful, one needs to be passionate about service, eager to learn, being humble and patient enough, and pay attention to detail in day-to-day operations.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Communication, willingness to learn and grasp knowledge, staying focussed in career and service-centric. Our objective is to hire the right fit who is positive and has the right temperament, and we will groom as future leaders for the industry.
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?
Firstly for trainees, it is a stepping stone in their careers and one must take every task assigned as learning and an opportunity. They must learn all the basics of each department during the course of time which forms a foundation for the future.
Commitment and discipline are two key principles a trainee should possess to be successful and deliver results during the training period for the hotel.
Editor: What are some of the trends you see impacting the hospitality industry?
The industry is diverse and includes Hotels, restaurants, bars, travel agents, and tour operators. Adopting the latest hospitality trends in response to the changing behavior of customers especially due to the current ongoing pandemic is essential to stay relevant.
Listed below are trends that have become a norm for the industry to fight the pandemic.
1. Safety & Hygiene
2. Contactless Payments
3. Voice Search
4. F&B Delivery – Dark kitchen’s
5. Robots in Hotels & Restaurants.
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?
IT has played a crucial role in the hospitality industry over the last few years. Technology has not only helped reduce costs, enhance operational efficiency, most importantly it has led to the enhanced guest experience.
Our online digital feedback system, Accor Customers Digital Card is another great platform that we use to ensure all guest preferences are captured and services are offered with consistency at any hotel in the network globally. Our recent launch globally is the Digital key, where your hotel room could be opened using your handphone instead of a physical key card.
Editor: Two things you would like to change in the industry.
Hotel operations in this new normal over the last year have brought in many unexpected challenges.
From safety and hygiene protocols and mitigating risk throughout the hotel, the scenario continues to change rapidly by the day. The level of uncertainty is so high that and no one can say when and how the pandemic is going to end. Continued strengthening of safety and sanitation in hotels. Mutual respect.
Editor: What can we expect in the coming year?
The pandemic in 2020 has affected the hospitality industry severely, as we have never seen before. While the news of vaccines has brought good news and positivity, the new strain is again bringing in a lot of disruption to the economy. With travel corridors closed in select states, it is going to be another year of uncertainty.
