Exclusive Interview | Anuradha Khot, Senior Advisor,Eclat Hospitality

Consistent, dedicated hard work. An open mind to explore new opportunities and deal with every difficult situation with a learning approach will take you to success path.

Anuradha Khot

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

1991 hospitality was still hotel management and catering technology. We studied for a diploma in those days. The national catering council was set up and degree courses started. It was an upstream struggle, firstly hotels being very limited and male-dominated and secondly, I was a diploma holder vying for a position against the degree holders. Our campus interview gave me a chance to display my worth and got selected at the Taj President, Mumbai designated as a hotel operations trainee. The appointment itself was so fulfilling that the remuneration did not matter.

After 12 glorious years at the Taj with every day being an upward learning curve and bosses who offered opportunities to enhance my skills and knowledge, I decided to explore the housekeeping world outside of the hotel industry. That took me on the journey of facility management, fine dining restaurant chain, project management, client management to name a few. I was lucky to step into the field of academics and also earned a certification from Lausanne Hospitality Consulting, Switzerland. From then on began my journey as a Certified Facilitator. Designing facilitation programs across the three domains of learning ie; cognitive, affective, and psychomotor gave me the edge to explore facilitation in manufacturing, mining, IT with the healthcare and hospitality industry.

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

Consistent, dedicated hard work. An open mind to explore new opportunities and deal with every difficult situation with a learning approach.

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

Communication skills are of prime importance.

Any candidate has to display a service attitude through thought, words, and deeds. These are observable in the CV and during the interview.

Last but not least - prompt and alert approach to any situation.

Editor: What is the single factor that got you your promotion?
There is never a single factor responsible for success. Every department in hospitality demands a set of attributes. Each situation calls on these attributes. Sharpening your saw keeps one at the top of the game. The top four that helped me through the journey are an eye for detail, prompt communication, patience, and a genuine smile.

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

Hospitality today has overlapped with retail, logistics, and the IT industry. Survival now depends on developing interfaces with these industries. The challenge here is to overcome the limitations of the interfaces so as not to lose the width and the depth of hospitality. While some factors have eased out processes like the documentation and forecasting of customer needs, the pricing of the services which is more open now, retaining the flavor of customized service is more challenging. Anticipating and catering to customer demands is the core of hospitality which has to be preserved.

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

Hospitality in itself is a very dynamic industry. It keeps changing itself and that is exciting.

Editor: What is your favorite question for a candidate interview and why?

'Tell me something about yourself is a question that helps to assess the attributes required for the industry and the department. It brings out the natural personality of the candidate.

Exclusive Interview | Souvik sarkar, Assistant Professor Don Bosco University, department of Hospitality,Assam

“ Passion is the fuel behind a successful Career ” 

Souvik Sarkar

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

I am Souvik Sarkar, Assistant Professor from the Department of Hospitality in Assam Don Bosco University. I was born and raised in Kolkata ( The city of Joy), India. I got inspired by my father since he was a  successful  Hotelier and very passionate about his work. In my childhood, I decided to be like him. He worked in a reputed brand like ITDC Ashoka Kolkata. I pursued my dream course by enrolling in hotel management at The Meridian School of Hotel Management Kolkata. Upon graduation, my first journey as an f&b associate was at Costa Coffee, Delhi in 2008. In 2010 I moved to Kolkata at Swissotel a pre-opening property. l worked there from 2010-to 2012. As I was part of the pre-opening hotel team and gained lots of f&b operations insights. Then I decided to move from operation to training so I enrolled myself in the MBA ( Specialized Human Resource) Programme from Sikkim Manipal University in the year 2013. After compilation of the program, I shifted to   Academics and I continued to undertake more roles in different Colleges and universities across the countries such as Lovely Professional University, Nimes Group, Inspiria Knowledge Campus as Assistant Professor (Specialized in Food & Beverage Service ). Presently I am associated with Assam Don Bosco University as an Assistant professor.  The journey was beautiful but not easy at the same time.

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

 I think a Positive Attitude and Passion to deliver is something that is essential for success. Hunger for learning  & quick adaptability is the most important thing to be successful in 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?

During the time of internship Learn and grasp the knowledge as much as you can, this will stay with you forever.

Never shy away from asking questions about something you don’t know/understand.

Better to clarify doubt and get it right than assume and make mistakes. Capitalize the opportunity and make it count in every aspect wherever you get posted/assigned. 

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

After the covid pandemics industry has taught us new ways of doing things, the introduction of online classes is one of them in the education industry and it has a deep impact on a hospitality program or courses. The industry needs multitasking candidates nowadays so, preparing them as per industry standards is our major focus. Due to pandemics, the past two years weren't good neither for the hospitality industry nor for Hospitality courses as well, bringing back the confidence and encouraging the new aspirants/ talents is the major goal I believe. 

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

Work-Life balance & right working culture for sure  Standard pay package for the young/fresh hoteliers across the country. 

Editor: What do you expect the industry to do to support academics?

One thing the industry should start immediately is a Faculty Development Programme to upgrade the skills and knowledge of the hospitality academician in terms of modern trends, which will be a win-win situation for both parties.  

Exclusive Interview | Dr. Himanshu Talwar, Additional Director, FHRAI Institute of Hospitality Management (FIHM) , Assistant Secretary General, FHRAI

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

It all started with my first job with an industry association in the year 2007 wherein I decided to follow the principle of continuous learning, relearning, and re-skilling myself throughout the upcoming professional career. Following which, after having acquired Masters in Business Administration (MBA), I studied Philosophy, Law and, attended Executive Management Program-me (s) at Said Business School (SBS), The University of Oxford, Indian Institute of Management (IIM), Calcutta, and Indian Institute of Management (IIM), Bangalore. Thereafter I did Doctorate and D. Litt (H.C.) in Business Management. I pursued all these degree programs while working for industry associations, international organizations, foreign governments, and while doing consulting assignments in India and abroad. Luckily, I got the opportunity to work for FHRAI after I moved back to India post completing an international assignment in 2019. Since then I am doing my best in terms of Policy Advocacy, Content Development, Education, Training programs, Webinars, etc for the hospitality fraternity.

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

Although, from the outside, Hospitality seems like an industry where the major role is of finances, which is actually true to some extent; however, conceptualization and ideation I believe plays a crucial role and have always been the deciding factor in the success of any establishment, be it a hotel or restaurant. Various concepts introduced, implemented, and successfully executed across the globe and in India have drawn guests/ customers to these establishments to enjoy the best of the best service, stays, and delicacies offered!  

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

‘Hard work and ‘Dedication’ are I believe a must for someone whom I would select or hire to be a team member. Also, an individual must take a collaborative approach to succeed in the hospitality industry. Along with that, any enthusiast who follows the policy of ‘’Passion with Profession” which I keenly believe in, would be an asset to the organization.

Editor: What is the single factor that got you your promotion?

I am sincerely grateful to FHRAI for bestowing upon the responsibility as Additional Director at FHRAI – IHM. Indeed, a moment of pride to support the hospitality fraternity from the perspective of policy at FHRAI and education at FHRAI - IHM. In the year 2020, when the entire country was under lockdown and hospitality establishments were shut, following the directions of FHRAI – IHM Management, I organized FSSAI initiated COVID Awareness Training Programmes through FOSTAC. Being the in-charge of the project, and with the support of the entire team, I mobilized the industry professionals and engaged them to attend the training programs mentored by FHRAI’s National Advisor. Around 50 such sessions were organized whereby more than 4000 people were trained. The success of this particular project made FHRAI management believe that I could be a valuable addition to the IHM and hence I believe I got elevated to handle the additional responsibility.

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? 

Hotels have invested hugely in technology to sustain the inflow of people and in turn, revenue. Automated entry systems, technology-based sanitization, automatic light systems, cleaning robots, and other such advanced technological measures have been installed and fully functional in every corner of the country. This has ensured a touch-free experience and interaction. All social distancing norms are being followed by the hotels too, especially in gyms, and other communal facilities. Following all of these measures have given the public a sense of assurance and the fear has started dissolving. The technological innovations are also taken up by restaurants that can afford to invest in them. Slowly and steadily, the hospitality sector is coming back to normal however this time with a safer and more hygienic experience.

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

Firstly, the hospitality industry should focus on widening the Wellness, MICE, Business, Adventure, Culinary, Cultural, Spiritual, Eco, Fashion, Film, Rural and Medical tourism market by working on offering the best of the customized packages and world-class facilities across all spectrums. Secondly, it should be the goal of every individual and establishment engaged in the Hospitality sector, going by the history and philosophy of our country - 'Atithi Devo Bhava', to focus upon rebuilding the image of the country post-COVID so that we as a country must be contemplated as a respectful and reliable nation by both domestic and international tourists. The industry should assure & re-assure the travelers that the country is ready and will provide a sustainable experience to every individual and guest honestly and transparently. The world needs sustainability now more than ever and the Indian hospitality industry must incorporate it in and promote it through tourism.

Editor: What is the one lesson you think we should learn from the pandemic?

Pandemic has taught us to rethink & redefine the hospitality business with an out-of-the-box approach, where all the new ways of doing business are planned & executed strategically. Entrepreneurs engaged in hospitality must understand that if the changes introduced in the businesses, due to pandemic, has brought some uncertainties; then parallelly it had offered us numerous other ways to grow and excel. The industry must now plan with prudence, reengineer the processes in a technologically different way, and be ready with more reliable and trustworthy business practices being offered by the fraternity. 

Recently Dr.Talwar Received Best International Speaker and Author of the year Award

Exclusive Interview | Dr Manoj Srivastava, Professor, Manipal University Jaipur

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

Mobile bookings. There has been a large increase in mobile bookings. More guests are using their mobile devices to search and book hotels. This is one trend that is sure to continue in the years to come.  

Utilizing sophisticated distribution channel management that allows the client to specify a  plan for a unique hotel. For hotels seeking to tap beyond the local travel marketplace, global connectivity is vital. However, this isn’t easy. There are countless buyers (such as  Travel Agents and Corporate) and sellers (competitor hotels, resorts, serviced apartments,  hostels, etc.) that are a part of the global hospitality niche. In this competitive and confusing  scenario, 

Cloud-based systems. With the ease of access, the ability to update in real-time, and no bulky hardware, cloud-based Property Management Systems (PMS) are sweeping the industry. 

Content and social media marketing. With a strong online presence, properties are able to create brand awareness, establish their authority and gain the trust of guests. 

Shifting the focus to direct bookings. Online Travel Agencies take a large portion of hotels’  budgets, so properties are looking to revamp their sites to increase direct bookings instead of going through online travel agencies. 

Investing in visual media. Videos and photos are a great way to show – rather than tell – guests what to expect.  

Offering high-quality food. With a growing culture of foodies, guests are focusing on the quality of food available while travelling. There is a growing demand for healthy, natural & locally sourced options while on the road.  

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

A happy and stress-free work environment leads to more productivity and improves the performance of the employees.

Improved Role of Human resource in employee empowerment and training. Helping the employee in his Professional, Personal and social life balance would be the key areas that need attention.

The changes which are happening in the industry must be informed to the employees and to be prepared for some modern change in their learned skills. This reskilling is somehow necessary because of the changes in the industry.

Editor: What do you expect the industry to do to support academics?

Integration

The industry could support with a partnership or in the form of MOU between academics and industry by exchanging the current requirements of the industry so that institutions could add in their syllabi and help to improve education and training to meet the industry requirement to prepare industry-ready stuff / employable at the University or Institution Level.

Integrating the needs and wants of the industry and a close partnership could give fruitful results. These can provide more comprehensive preparation at the academic level.

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 most important thing is to make relevant yourself to the changing conditions of the job market by avoiding the fear of unemployment and making yourself an effective employee for seeking jobs. After confronting those challenges, the focus will be on learning and relearning for upgrading the skills and to make relevant themselves in the domain.

Profile

Dr. Manoj Srivastava is a Ph.D. from Manipal University Jaipur. Over three decades of experience in Hospitality Industry & Academia, Food Production Research, resulting made 9 culinary based Limca Book of World Record. For which he was honoured with Honorius Causa from England.

As a professor in the field of hospitality, join the Hospitality Industry in 1990 when he joined the Taj Group of Hotels. He rose quickly to product development and research. Joined Australian Bakels as National Support Manager & Worked around ten years in research. Then left the industry and joined Academics to set up Maharishi Aravind School of hotel management Jaipur as HOD.

He also commissioned the Hotel school of Gyan vihar University Jaipur as Principal. And rose to be the Member Academic Council, Board of studies & the Rajasthan Technical University as Member Academic Board Hospitality education.

He later joined the Manipal University Jaipur and is a Professor at The School of Hotel Management.

As a Full Professor, also contribute as an active Member of Different Academic & Professional Bodies like Board of Studies, Academic councils, Inspection Committees, Advisor for many hospitality institutions, Curriculum development & Updating, Introduced and successfully operated new Programs like BHMTT, BBA H& T, MBA HA and Patent search, R&D, engaged as an expert of Hospitality education in Rajasthan University, Rajasthan Technical University. Indian Hospitality Congress (IHC), International Society of Hospitality Education (ISHE), MTC Global, Indian Accounting Association, Indian Council of Hospitality Education (ICHE) At Present associated as Professor, Manipal School of Hotel Management.

He is authored a Book “The Art of research in Hospitality” and wrote 12 research papers in National and International journals of repute. He is on the board of many Journal as an Editorial Board member & Reviewer of Hospitality & Tourism.

For his contribution to hospitality education in India he has received many awards and recognitions some of them are:

⮚ Made Nine Limca Book of Records as a tangible result of research.

⮚ Honorius Causa Doctorate from World records University, U.K.

⮚ For the Service in Hospitality Education. Educational Institute of American Hotel & Lodging Association,

⮚ ”Shiksha Shiromani Award” Global Achievers Foundation, Uttrakhand. ⮚ “Jewel of India Award “for education excellence. From IIEM, Delhi ⮚ “Global Education Ambassador” MTC Global Education Appointed ⮚ “For outstanding contribution to the hospitality education “Chartered Accountant Association of India honored

⮚ Ph.D. From Manipal University Jaipur

⮚ Lifetime achievement award-2020- DHS foundation, in collaboration with Campbell University, North Carolina, USA

Associations & Activities

⮚ President World chef choice federation.

⮚ Chairman-Board of Studies, MUJ / External Member: Board of studies School of J&MC, MUJ

⮚ Editorial Board Member & Reviewer “Journal of Hotel Management (JHM), Med carve International Journal. U.K

⮚ Member –Board of studies, Academic Council, Faculty Board, MUJ ⮚ Member-Anti-Ragging Committee Manipal University Jaipur

⮚ Member -ISTD(Indian Society of Training & Development)

⮚ Life-Member -International Society for Hospitality Education(ISHE) ⮚ Life-Member- Indian Hospitality Congress (IHC)

⮚ Life-Member- Indian Accounting Association (IAA)

⮚ Life-Member –Indian Commerce Association (ICA)

⮚ Ex-Member – Board of Studies (Rajasthan Technical University, Kota) ⮚ BOS Member Rajasthan ILD Skill University, Vivekananda Global University, Jaipur, S. Gyan Vihar University, Jaipur, BJMC MUJ,

⮚ Ex-Chairman- BOS, SGVU – HMCT, Member – Board of Management, Academic Council SGVU.

⮚ Examiner-Rajasthan University, Rajasthan Technical University, Amity University, Vivekananda Global University, Jaipur,

⮚ Leader- Rajasthan Group in Jamboree (Scouting) at Bodh Gaya, Bihar. ⮚ First-class Scout. Received 26 Batches. Nominated for President Award in Scouting.

Exclusive Interview | Dr. Amaresh Kumar, Director - HouseKeeping, Vividus Hotel, Bengaluru

“Keep trying with a practical approach, success will come one day!”

Dr.Amaresh Kumar

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

I am from a teacher family, coming from Sita Mata's birthplace called Sitamarhi. I did my BHM from oriental school lakkidi land of mists, along with that I did my International diploma in Hospitality management. Later working with Sheraton in India ( Bangalore ) I did my MBA in tourism & hotel management later did Ph.D. in Tourism & hotel management. I had written an interview booklet called Pinnacle for the hospitality industry.

Later I joined Executive Housekeeper with Four points Sheraton & CY Marriott 2015 to 2018. Currently with Vividus hotels as Director of Housekeeping.

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

It is how you cope up with situations & keep learning how to deal with new people & how innovative are you.

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

They should have time management skills. Everyone should have trait-like learn & excel.

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?

Trainees should make their own schedule after work they learn technical aspects which will help them in the future.

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

Smart washroom,

App-based check-in, steam cleaning, online reservation web portals are new trends in the hospitality industry

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that goes into creating your guest experience?

Mobile check-in planned for Vividus hotels guest can open rooms from phone & control guest room lights from the phone itself.

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

The hotel industry should pay equally in all departments.

Happiness meter to be inducted for employee show that daily one should know how is employee doing .