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 .

Exclusive Interview | Ravi Singh, General Manager, Ramada Dehradun

“Being an academician myself, I would also like to change the way hospitality education is being imparted and we have taken the step by starting Servo Hospitality School where our key focus is on experiential learning”

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

One of the most defining characteristics of Indian culture is hospitality and I have been bought up to the common phrase of “Atithi Devo bhava,” meaning, “Guests are forms of God.” Hosting guests at home during vacation is one of the fond nostalgic memories I have of my childhood. This is perhaps what instilled in me an interest in hospitality, and I choose Hotel Management as a career option. I completed my Hotel Management training from MS Ramaiah University and started my career with Taj Gateway in Bangalore.

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

It is Passion, Discipline, Hard work, and Patience that are the key virtues that every hotelier must possess and make it a part of their professional life. Leadership skills are also a prerequisite once you start managing big teams.

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

We look forward to hiring passionate people who are open to learning, carry a good attitude, and have good communication skills. If any candidate fulfils the above attributes, he is the right candidate for us.

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?

They need to be more responsible about their attitude and their learning. Trainees need to be proactive and inculcate the belief that learning is their own responsibility.

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

The millennials and Gen X travel trends are different compared to others. They are more focused on new experiences rather than focus on luxury. They are more inquisitive and always on the lookout for something new. We as hospitality professionals should start creating experiences for the new age travelers. Personalization of experiences is also one of the key requirements of the new age travellers.

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?

Technology makes processes faster and more accurate. Data is the new gold and we as an industry have also started focussing on the same. Incorporation of Artificial Intelligence in our reservations, feedback mechanisms, revenue management, and food orders will drive the growth of the industry in the years to come. In the expansion phase at Hotel Ramada, Dehradun, we are also looking at AI integration and creating smart rooms with Smart Locks and many other features including Alexa integration. Future is tech-driven and in countries like Japan and China, bots have been put to use to do many jobs that were earlier performed by humans.

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

Firstly, the way teams are being managed. Secondly, work timings in the hospitality industry. Being an academician myself, I would also like to change the way hospitality education is being imparted and we have taken the step by starting Servo Hospitality School where our key focus is on experiential learning.

Editor: What can we expect in the coming year?

Gen X is going to drive the changes in the next few years. Sustainability is going to get a lot of focus and every hotel brand is working towards the same. It is all going to be about the data and tech-driven decision making and creating a personalized hospitality experience for every traveller.

Exclusive Interview | Alma Resort’s Executive Sous Chef Francesco Conzattu

How did it all start? Share your culinary journey with us

I started helping my grandmother and mother cook when I was younger and instantly loved it. I often went out to dinner with my parents, family & friends; I really enjoyed the experience and the joy it brought me. What made it more special was that we spent all of our celebrations and special occasions together in restaurants and I soon realized that the atmosphere in a restaurant makes people happy and, thus, I wanted to work in this environment and become a chef.

What are your earliest memories of the kitchens you worked in?
As a child, we used to visit the same restaurant often and during that time we became friends with the chef, who offered me a summer holiday job when I was 14 years old. That was the first time I worked in a restaurant kitchen. He guided me and showed me the ins and outs of working in a kitchen, opening a whole new world for me.

A dish your patrons/guest love
Tortelli stuffed with fresh scallop and pumpkin puree. 

A dish that you love but do not have on your menu
Fresh artichoke salad with shaved bottarga (dried mullet roe)

What according to you does it take to become a successful chef?

You should really have a passion for the job as it requires a lot of time and dedication.

What advice would you give to a young culinary student?
Strive to learn as much as you can about other cuisines and travel to broaden your knowledge and skills. Set goals for yourself and push yourself to reach them.

What instruments/ equipment/devices you cannot imagine working without?
A pasta machine. This is a must-have in an Italian kitchen and I cannot imagine working without one.

Your favourite ingredient is…
Sea urchin.

Name chefs, you find amazing or chefs work you admire
The chef I worked with while growing up, Chef Alessandro Visentin, was my mentor. I really look up to him and appreciate everything I learned from him. I also really admire chefs Antonio Cannavaciolo and Norbert Niederkofler.

What books should every chef read?
I would say that every chef should read books by Gualtiero Marchesi - he made kitchen history. 

Exclusive Interview | Chef Wizdan Purnama | Executive Pastry Chef

Editor: How did it all start? Share your culinary journey with us

Thank you for your question, well it will be a long story, however, I will summarize it as short as I can My culinary journey basically since I was a kid, I was loving cooking at an early stage as a teen, I always catch my own food and cooks my own lunch back home from school, how ever it starts from the feeling I went to engineering college at first after several attempts I just realize I am not too good with one of those and my brotherThank you for your question, well it will be a long story, however, I will summarize it as short as I can My culinary journey basically since I was a kid, I was loving cooking at an early stage as a teen, I always catch my own food and cooks my own lunch back home from school, how ever it starts from the feeling I went to engineering college at first after several attempts I just realize I am not too good with one of those and my brother advised me to take the culinary school in 2002 , and however I tried it & start to love it and graduate at 2003 thanks to my brother who adviced me.

I start apprentice in Hyatt group hotel at 2002 -2003, after graduated school, I apply for a job thru competition of cooking and one of the chefs look at my talent and directly hiring me as senior commis (not helper or second commis and after working a year I get promoted to chef de partie 

I worked for around 12 years in my country throughout the archipelago of the countries In 2011 I was working at Jakarta in an international chain hotel which just starts to get a huge grip in the hospitality industry, i worked there for 3 years with 2 times promotion I held my second executive pastry chef position there, including I did the competition with an awarded silver medal at showpieces, bronze medals for plated dessert and runner up in Asian pastry cup 

In 2015 I joined the Westin hotel in Bali and in 2016 I joined The Biltmore luxury hotel as a pre-opening executive chef which is the most luxurious hotel in Georgia.

In 2018 I left Georgia to work in regency corp, Intercontinental  Hotel I was learning my art sugar and chocolate directly with chef Ewald Notter (world champion 2001) and Chef Stephane Treand MOF 

Editor: What are your earliest memories of the kitchens you worked in

Well at that time I working at pastry and bakery all in, one person in a single shift produce everything Alone including A La Carte, well the best things is I learn a lot and spend times more than 15 hours a day in the kitchen, and at the earliest time  education in the real-life kitchen not like recently a bit violence and hard  not for fainted heart, you will get sue if you practicing recently haha

Editor: A dish your patrons/guest love

Well overall guest always love my product, however, I always customize the dish for special guest, the pastry philosophy is you need to update your creation with knowledge and technology so  you are forbidden to leave behind  One of my favorite dishes is the classic one with personal and modern touch like modified millefeuille, etc 

Editor: A dish that you love but do not have on your menu

Currently, I did nikkei dessert however I need to put it out due to the demand for more guest like classic 

Editor: What according to you does it take to become a successful chef?

Plain and simple “you are a successful chef if your team member as good as you did and  operation still smooth whether you around or not “ so they keep hunger and need to be developing 

Editor: What advice would you give to a young culinary student?

You need to be All in, being chef the sweetest fruit will come to you at the end-stage not the first or middle stage, so always do perfect regarding the odds and accelerate maximum in your careers at an early stage  with knowledge and hard work 

Editor: What instruments/ equipment/devices you cannot imagine working without?

Well, a good chef needs to accomplish the job at the end, that’s why it needs creativity and improvisation, I was in charge with kitchen almost zero equipment at an early stage on my careers, so it will sharp your senses and improvisation But If you insist I will mention a thermometer.

Editor: Your favorite ingredient is…

My favorite ingredient is vanilla beans

Editor: Name chefs, you find amazing or chefs work you admire

Well I work with Chef Darren Lauder award-winning chef and he is a judge in WACS so my works been judged every single day just like a competition, that’s what makes you.

Editor: What books should every chef read?

I recommended the french laundry book Thomas Keller and the specific pastry is Matter Chocolat by Stephane Leroux.

Exclusive Interview | MANISH VASWANI | Chief Creative Officer | Fullscoop Digital Pvt. Ltd, Indore

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

I love meeting people and networking to discuss marketing, branding, & digital media. My passion to pursue entrepreneurship led me to attach the intent of doing business with my above-mentioned interests. Journey formed as Fullscoop Digital in 2012, with market dynamics molding us to keep hospitality as our niche segment.

Editor: Fullscoop is a Hospitality based digital advertising agency. Tell us some campaigns you have done.

We have been working with 125+ hotels globally, and our major campaigns include :

Swirl Wheel Campaign for Radisson Guwahati: wherein guests revolved wheel at the restaurant to get the lucky offer.

Golu ki Shaadi at Radisson Greater Noida: Digital virtual marriage ceremony was conducted to let the audience know about property, banquets, decor, and packages.

and several more..

Editor: So who is your ideal client and what can they expect from you?

Our ideal client is a reputed branded group's hotel property, with marketing team colleagues acquainted and interested to explore innovative methods of Digital Branding - for promoting, rooms, banquets, restaurants, etc.

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

The entire focus is going to shift over 3 essential topics :

1. Domestic Promotions: People will take year+ of time to confidently plan luxury travel, till then only necessity travel and domestic travel will consume more requirements.

2. Weddings: Up to 50 people banquet events are allowed, hotels will try their best to get good events and functions to attract bulk revenues.

3. Home Delivery: Despite all the buzz, still only 12% of restaurants do home delivery. This percentage is certainly going to rise in the times to come.

Editor: What can we expect in the coming year?

Industries will realign their marketing budgets, to enhance the ratio of spending on Digital Branding. Cost-efficient and creative agencies will get opportunities to handle large brands, it will also increase job opportunities in the advertising and marketing segment. Hotels: It'll attract resources that can wear multiple hats at a time.

Exclusive Interview | Jagadish Dadi, Human Resource Manager - Marriott (Surat)

“In order to build a rewarding employee experience, you need to understand what matters most to your people”

— Jagadish Dadi



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

I belong to the city of destiny, Visakhapatnam. Where I have completed all my schooling 10+2 from Kendriya Vidyalaya & Graduated in Business Management(BBM) from GITAM University., later I perused PG Diploma in IR&PM, Labour & Industrial Relations and Masters in Human Resources management(MHRM) from Andhra University.

I am a thorough Human Resources Professional with 13+ years of experience in the hospitality industry.

My career into hospitality industry is certainly an accident & was not aware of this industry any time before as a whole, however the destiny is what it decide for us to cherish lifetime. People also have this misconception that if you do work in a hotel then you’re either a receptionist, doorman or a housekeeping attendant which are all absolutely false assumptions and merely stereotypes.

It all started with the first flag ship hotel of Accor Hotels in Hyderabad, India i.e.; Novotel Hyderabad & Hyderabad International Convention Centre in the pre-opening as a Human Resources Coordinator (July 2006 to Aug 2011)., this is the property taught me all the skills & best practices that I have used in the coming stints of my career. later I was transferred to be part of another pre-opening property of Accor Hotels in Visakhapatnam, India i.e., Novotel Visakhapatnam Varun Beach as Human Resources Executive and promoted to Asst. Manager – Human Resources (Aug 2011 to July 2014). I moved to Qatar Airways in Doha, Qatar as Huma Resources Officer (July 2014 to Jan 2015). I returned back to India and joined HMSHost International, An Auto grill Company as Asst. Human Resources Manager where I used to handle the Airport HR Operations of India and Middle East (May 2015 to Sep 2016)., later I have moved to Visakhapatnam with Fairfield by Marriott Pre opening team as Human Resources Manager (Apr 2017 to Aug 2019) and moved to Surat, Gujarat with Surat Marriott Hotel as Human Resources Manager( Aug 2019 to current)

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

The key thing for our industry is a definite commitment to a very high level of service culture and also a personal commitment to those beliefs. One have to keep personally motivated and passionate about the industry. I believe having the right attitude is the most important thing to succeed in the hospitality industry, along with common sense. A ‘can do’ attitude with a smile. Generally people see only the glamorous side of hotels, but there is a lot of hard work and long hours that go on behind the scenes.

Editor: What advice would you give to a young culinary student?

All it takes is to enjoy the work and sky is the limit. Honesty, passion, smartness and sense of humor., a mix of all these attributes with the right kind of attitude will definitely give an extra mile in his/her career.

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

The right kind of attitude is definitely an essential part of what we look for when hiring for our hotel. Also, we require candidates to have strong interpersonal skills as they have to deal with clients and customers at all time and someone who is flexible and a team player.

If someone wants to be working with me should be no excuse, all that they need to have a right attitude towards work & associates, Dedication, the urge to be different from others, should be able to perform under extreme pressure, constantly challenging self for an improvement etc.

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

The hospitality industry is competitive, and businesses need to keep up with the latest hospitality trends to avoid being left behind. Additionally, keeping pace with the industry as a whole is a great way to ensure our business delivers the kind of customer experience people want and expect. However, the needs and priorities of customers have also changed due to COVID.

1. Safety & Hygiene - As the world adjusts to the virus and efforts to contain the spread. It is essential that safety & hygiene are a priority for hotels, which will certainly builds confidence among the Guests and associates.

2. Mobile Check-In Service - Offering a mobile check-in service is one of the most useful hospitality trends for reducing the need for human-to-human contact and this is an especially important concept within the context of the COVID-19 pandemic and the associated efforts to contain the virus.

3. Healthy & Organic Food & Drinks - There has been something of a cultural shift with people becoming more aware of the things they are putting in their bodies, leading to healthy food and drinks trend., hence hotels are now are very much keen to cater the healthy & organic way of food style.

4. Sustainability - This has been one of the most noticeable hospitality trends of recent times, customers are concerned with environmental issues and want to know that the businesses they deal with are behaving ethically & promoting the eco –friendliness.

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

With the changing trends & competition, the hotel industry is making all the best possible efforts to meet the guest & associate satisfaction., however 2 things I would like to change in our industry would be

1. Long working hours, especially at the shop floor which is an on-going and need to be changed for a proper work life balance of associates.

2. Salary structures or pay scale, which is still a debating point in most of the hotels but not all.

One with a Team

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Exclusive Interview | Amit Negi, Quality & Training Manager - Sheraton Grand Palace Indore

“Be passionate about what you do. Pursue Excellence because our dedication to the work shows in everything we do. ”

— Amit Negi

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

Firstly, I would like to express my gratitude to Eclat hospitality team for giving me this opportunity to share my journey and experiences in the hospitality industry.

It all started in 2011 when I decided to step into the hospitality industry and I choose Chitkara University for my bachelor’s degree in Hotel Management & Hospitality Administration. During my 3-year bachelor degree, I have gone through the industrial exposure at Taj Hotels & Resorts in Jodhpur and that gave me a complete insight into the real hospitality operations.

At the starting of my career I drifted away from the industry, I joined an MNC in Sales & Marketing Department as Management trainee and climbed up to the Corporate Trainer Level within a few months. However, my long-term goals have driven me back to the Hospitality industry.

My journey in the hospitality Industry started in 2016 as a Corporate Training & Development Executive for Sayaji Hotels. From there I moved to the Brands like Carlson Rezidor & Intercontinental Hotels Group.

Then got a wonderful opportunity to work with the opening team of Hyatt Regency Lucknow, where I got an opportunity to work with amazing leaders like “Kumar Shobhan” and “Rahul Singh”. It was a great experience to be with the HR team there and lead training which gave me multiple opportunities to understand HR functions.

Since September 2019, I am working with Marriott International. I got this opportunity as Pre-opening Quality & Training Manager. I sincerely would like to thank Ms Ekta Gupta for believing in me and offering me this role. It was a grand conversion from a local brand to SHERATON GRAND PALACE and here we are today.

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

I firmly believe that Passion and Human Connection are the keys to succeed in this industry. Be passionate about what you do. Pursue Excellence because our dedication to the work shows in everything we do. Build a genuine connection with people, always put them first, and truly care for your people so they can be at their best. Create a world of understanding & humility.

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

Many things along with mindset have changed. Previously it was all about degrees and hotel experience from big brands, however, now the approach is more towards the Enthusiasm, Passion & creativity.

I look for candidates who are enthusiastic and passionate about what they do. People who love the work they tend to learn things faster and grow faster than the people who work for a paycheck.

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

Passion…. I am very much passionate about my work and creating a connection.

I followed my passion and now it is leading me to my purpose.

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

At present in this pandemic situation, health and safety is the prime factor impacting the hospitality industry.

Also In the year 2020, it’s very likely that almost all industries impacted by new waves of digital innovation in some way, shape or form. We can already see some new ideas emerging and colliding with trends in tourism and hospitality industry as we move towards interactive future.

New hospitality world is more of contactless. Hotels are adopting and leveraging technology to streamline their operations, unify departments, and maximize their staff’s productivity - all without sacrificing exceptional service standards.

Millennials, those ages 18-34 are expected to represent 50% of all travellers by 2025. Industry need to define their strategies based on this demographic group’s personality traits and habits—they travel a lot; are early adopters of technology; like personalized interactions and are spontaneous.

Increased emphasis on health and well-being people today are taking charge of their health; hotels are responding with well-equipped fitness centres, pools and spas. Increasingly, travellers are expecting innovative wellness options.

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?

Technology has enabled a great comfort for all the travellers. Mobile Check-ins, check-outs, and a complete data storage of preferences. In our dining destinations, we have successfully implemented the Contactless Menu & Touchless Transaction option for the guest.

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

• Hiring Process: In many organization, HR reject a candidate on a simple question e.g. Why did you leave your last job?

And this is the question where we lose potential candidates. There is XYZ number of reason for leaving a job. It can be Work Culture of the organization, too much pressure at work, No Personal Life, Arrogant Bosses, Long Shifts, and No Learning Environment.
Rather than asking candidates this question, we can ask them "what else we can do to retain you with us"?

All HR should be liberal on this and should ask the right question to find the right talent.

• Online Joining Process for all associate, Enhanced Learning Platforms for associates.

Exclusive Interview | Sonia Sharma, Human Resource Manager, Oblu Select Maldives

“I always believe in nurturing talent by guiding them in the right direction. ”

— Sonia Sharma

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

Journey Started in 2010 as HR Recruitment Consultant in a small city of India (Amritsar, Punjab). Not sure whether it was my destiny or co-incidence 😊that I got an opportunity in Hospitality industry in Nov 2011. It was not an easy move as Hospitality industry is still a TABOO in small cities of India, however when it is your destiny then everything gets into place on its own. I was not from Hotel Management background and everything was very new to me, however with the support of my seniors and determination to become successful in Human Resources, I kept on taking all challenges and moving forward.

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

It is not about how to succeed in this or any other industry, i believe that an individual should have a goal in his/her life and determination and focus to reach out there. Be Strong, Never Loose your Focus and Keep moving until and unless you reach out to your goal in life. There are many ways to succeed in your career, however its an individual who decides to choose which way. I was lucky enough that I got mentors in my life who have always guided me and helped me to grow.

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

I firmly believe that if an individual have a positive attitude and eagerness to learn, he/she can become an asset to an organization. Skills can be taught easily as it is a professional competency, however behaviour being a personal competency cannot be changed until and unless an individual knows about and willingly work on the improvement.

If someone wants to work with me: I always believe in nurturing talent by guiding them in the right direction. I am a firm believer of providing Equal opportunity as per the capability of an individual to shape up their career.

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

These days there is lot of competition in the market in terms of Hospitality Schools and Hotels as well. Hence the quality in hospitality industry has been deteriorated with time.

Digitalization is the biggest trend these days in our industry which has its own impact, Yes on one hand it is very user friendly, However on the other hand it miss that personal and human touch which is very important in our industry.

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?

Tech/app enabled rooms with attributes like key less check in, in room controls, online in room dining order placement facilities etc

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

• Taking back Hospitality Industry where the quality of product and people was always the first approach

• Enhanced hygiene and safety protocols and standards

Exclusive Interview | Ravikant Pathak | President : Varanasi Chef's Association

“Do not jump to advance cooking before learning basics”

— Chef Ravikant

Editor: What are your earliest memories of the kitchen you worked in?

Ans: I remember my first exposure in the kitchen while working Taj Falaknuma Palace in Hyderabad, I was a student that time and I went through college to work for the hotel for a very big Party . I was very much inspired by the chefs with whom I worked in that little span of time and I decided that I have to do only this after my graduation exposure was super fantastic. I believe many of us who do hotel management have a desire to become a Chef but let me suggest it doesn't work all the time. The Atmosphere of the kitchen is very operational and very rapid and the short kitchen has to accept you too! 

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

Ans: As a Chef I think you have to be updated and innovative. The business demands the same if you are not updated with the current trends it means you will always struggle to meet the ease of operation compared to others. You need to think like a scientist , you will be expected to be creative and you need fantastic leadership qualities as well if you wish to head any good property .

Editor: What advice would you give to a young culinary student?

Ans: The Culinary students should follow all the primary guidelines given by their Professors in college they need to follow the discipline and have to be self studious too. Do not jump to advance cooking before learning basics . Refer to books like “Theory of cookery” or books by Chef Parvinder Singh Bali . Keep your kitchen kit nicely and respect the uniform you wear. Learn from internet sources if they are useful try to implement. Most important is to learn Indian cuisine deeply and try to get more exposure by traveling. Choose your chef wisely under whom you want to go for training during your industrial training or during your Job in hotels .

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

Ans:  I examine that the candidate who has expressed their interest to work with us are following: 

A) Basics 

B) Attitude

C) skills 

D) Ideas 

E) Hygiene during trials 

F) Communication Skills

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

Ans: There are so many changes happening few are good few are negative especially after the pandemic .

Technology is playing a very vital role these days it feels like digitalisation is going to make the operations more easy than before . 

The sustainable development practices are been widely used nowadays that's is also a new culture that we are witnessing.

People are getting more health conscious though all over the world hotels are trying to please their guests as per their satisfaction.

Young entrepreneurs and travellers are our maximum guest nowadays so  their expectations are very high and the hotels are perfectly meeting their criteria .

Ease of passing information for a property is easy because of the clients valuable feedback we can acknowledge the services given by the property and it also helps us to improve the services.

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

Ans: Our Indian hotel industry is very beautiful and structured. What I wish to see two changes is to upgrade the old type operations some of the hotels are still working the way back hotels were working in 2000. 

The second change that I would wish to see is to create more properties i.e. hotels should plan aggressive expansion so that the reach could be good to assist the guest and we will be also able to generate more employment which is again a very major issue .

Editor: What books should every chef read?

Ans: “How to cook Indian” by MasterChef Sanjeev Kapoor is one of my favourite recipe books apart from it I loved reading Floyed on fish , The Art of simple food by Alice water , Mastering the art of French cooking by Julia child and there are many more . 

Exclusive Interview | Ravi, Cluster HR Manager, Sun Aqua Vilu Reef Maldives and Sun Aqua Iru Veli Maldives

“I am a firm believer of a saying, alternately attributed to Buddha Siddhartha Guatama Shakyamuni and the Theosophists, that goes: When the student is ready, the teacher will appear”

— Ravi

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

Firstly, thank you very much Eclat hospitality team for giving me this honour to share my journey and experiences in the hospitality industry. It all started in the year 2000, exactly 20 years back I choose to step into this industry. There was such a positive vibe when I decided to join my hotel Management course.

I am a hotelier by choice. I am a firm believer of a saying, alternately attributed to Buddha Siddhartha Guatama Shakyamuni and the Theosophists, that goes: When the student is ready, the teacher will appear. Apparently, I have found my academic destiny in my hometown Visakhapatnam- The City of destiny. I have done my three years diploma in HM&CT at Coromandel Institute of Hotel Management and technology. A great mentor Mr Satish who was then my faculty have given me guidance and motivation to explore new frontiers in hospitality and build up confidence in me to move forward. Three years just passed by and I have gone through the industrial exposures at Chennai and Bangalore during my academics which gave me a complete insight of the real operations and that’s how I stepped into the industry.

My first job, I started as Telephone operator followed by different positions. I drifted slightly away from the industry for a couple of years and had taken a Job in BPO which was the most happening profession that time in the town, however, my instincts have driven me to go back to the Hospitality industry. While trying to get back to the industry my mentor Mr Satish has made me understand and realize the orator skills I possess and how these skills could be developed to nurture myself as Training personnel which is one of the key positions in the hospitality sector. With his mentoring, I have given my first interview for the position of Assistant Manager Training & Development and from there stepped into a new era and was heading my career in Training & Development. It was a great experience to be with the HR team and lead Training which gave me multiple opportunities to understand HR functions and support my HR Team on the areas where they require my presence and support.

The overseas opportunity was a miracle and it all happened through Linkedin. An anonymous connection has guided me through job applying process for the Maldives and later turned to be one of my best friend Mr Mohan currently working with Accor – Novotel, Hyderabad. I stepped into the Maldives in the year 2013 as a Training & Development Manager and later got a lateral movement into Human Resources as an HR Manager.

Since January 2019, I am heading the position of Cluster HR Manager working with Sun Siyam Resorts Vilu Reef & Iru Veli. It’s very fortunate that seven years back this group have given me first opportunity to step into the Maldives as Training Manager and the same group later gave me an opportunity as Cluster HR Manager and life goes on.

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

Primarily it’s the individual’s choice on how much and how successful they would like to see themselves in this industry. Hospitality is not constrained to only hotels or resorts nowadays. Every possible customer interaction has created a platform for hospitality requirements and then the limits of employments have been pushed to various industries. Off late many businessman/ woman and entrepreneurs, private and government sectors have realized the importance of hospitality and they created many career opportunities. When we talk about success in Hospitality, only the vintage wines are sold for a higher price the more they age the more value they gain, however when you look at peoples success it’s all about how smart they understand their current roles and grasp the new functions and techniques of the next level. Most of the organizations believe in lateral movements, and therein comes the training and development role in place which develops the resources and assists them to achieve their career goals.

Eventually, talent and skills are not required to age in the same position in this industry for a long time. As I said currently there is a huge talent acquisition going on internally and hence each and every resource who can prove their capability have abundant opportunities to succeed in the industry. Love and passion for what you do, thinking out of the box and demonstrating your innovations, being creative, being knowledgeable with the current affairs, being empathetic, master the art of listening and being available as and when required would definitely guide you towards success.

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

There is a tremendous change in the hiring and selecting process compared to the past. We have abundant resources available in this competitive market, however, logistically challenged place like the Maldives needs resources who are stable and consistent during their employment contract period. It would be very challenging to get a replacement with the required skillsets when we especially seek EXPAT replacement as not everyone is readily available to join immediately. During the HR screening and interview process, we try to understand the emotional stability of a candidate, which primarily includes living on a secluded remote island and amidst the ocean with different nationals under one roof.

Flexibility in working with other nationals and their opinions about team works and past experiences on demonstrating their team works is one of the key attributes. Adaptability, Physical and Mental fitness along with the flexible attitude in nature are very highly desirable. Unfortunately, there are still no clinical ways to imbed positive attitude in a person, as it has to be cultivated within oneself out of their passion and enthusiasm towards their work or anything which motivate them. So, definitely positive attitude is something we definitely look at during our hiring process.

To work with us, they need to be themselves demonstrating the skills they have been hired for by enjoying their works and giving their best. You are hired as you are a specialist in your area of competency and from there you are expected to focus and learn ahead as per the hierarchy.

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

As we see the travellers are combinations of age groups nowadays resorts have started to define their strategies based on the demographic group’s personality traits and habits. Nowadays everything needs to be instant and quick and with quality while exceeding expectations. The hotels are now customizing their services as per the choice of the customers. We hire a language specialist to give a homely conversation feel to our guests. Menus are designed in the native languages for the guests. The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites.

Hotels need to make sure their offerings are up-to-date and user-friendly. At business meetings and conferences, travellers expect hotels and conference centres to have high-quality tech equipment and knowledgeable support staff. Increased emphasis on health and well-being. Guests today are taking charge of their health; hotels are responding with well-equipped fitness centres, pools and spas. Increasingly, travellers are expecting innovative wellness options. In addition to healthy food options, growing trends include lighting that energizes, air purification, yoga spaces, in-room exercise equipment and even vitamin-infused shower water. Eco-friendly practices are becoming the norm, as properties focus on renewable energy resources and water scarcity.

Many hotels are installing solar panels and updating systems so that air conditioners and lights automatically switch off when guests leave their rooms. We at the Maldives we give a perfect getaway from home holiday to all our guests. Providing Hassel free experience whilst our guest stay is our main agenda. While giving them adieu we ensure we have packed millions of sweet memories for them to carry home and relish, recollect and revisit us again.

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? 

Technology has enabled a great comfort for all the travellers. Easy check-ins, check-outs, and a complete data storage of preferences where we know what our guest choice is. In fact, we receive video calls from our guests before they visit the resort and are very excited to speak to the staff before their arrival. It’s all enabled by technology.

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

The industry is a self-simulator and the changes are adapted whenever a need arises. Human Resources was once known as “ PERSONNEL DEPARTMENT “ and now the industry has emerged with different synonyms for the same department as Human Resources Development, Talent & Culture Development, Human Capital Management and many other terms.

Change 1 – There should be an extensive justification to be done for the term “RESOURCES “in Human Resources Department while recruiting. I would like to see a recruiting pattern worldwide which few companies are already following currently. Recruiting should be based on skills, potential, experience and passion for what they do. Rejecting the profiles for the employment gaps an individual has in his/her life should be re-looked at, as you never know what bought the gap and probably you are contributing most wonderful resources you have met to another competitor only by following the tailor-made guidelines. I will give an example, I have interviewed a Chef from Thailand in my past who had close to, two years gap in his profile, and when asked about it, he shared about his passion for Paragliding. He saved his earnings to learn this paragliding course and during this process, he met with an accident which delayed his solo flight and took a bit longer to master the art of flying and finally he was flying all on his own. Once he fulfilled his dream he decided to work and we hired him. After coming on board with us, his Tom Kha Kai soup was a super hit in the resort. Perceptions should be parked at their own levels and we should move forward with facts. Talent has no limitations.

Change-2 REFERENCE CHECKS!! I have been debating on this for quite some time and I feel this would be accepted worldwide very soon. Rejecting the profiles based on reference checks has to be re-looked by the companies. A candidate goes through the whole process and gets rejected at a point of “REFERENCE CHECK “. Ideally, the organizations don’t even know about the person giving reference checks and their code of conduct in the company. Relying on someone’s reference comments and rejecting the profiles have to be looked at. An hour of the interview with a candidate and the final decision is decided by one email from an anonymous sender is baseless to consider unless there is a proven and evidential history of gross misconducts and criminal history. In my opinion reference checks received should be discussed with the candidate if you feel he/ she is good to be hired by not revealing the identity of the referee. The candidate should be confronted about the past to get the facts and commitments for the future as this would ease the working environment. It gives confidence and guidelines to the candidate whilst their employment on their future commitment.

Exclusive Interview | Ram Chena, CHA, Housekeeping Manager, Sofitel Luxury Hotels and Resorts, Dubai, United Arab Emirates

“As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.”

— Ram Chena

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

I am native to Rajasthan in India, a land of colours, heritage and cultural diversity. Growing up in a small village, I had a childhood dream to become a successful person. There is saying " A heart without dreams is like a bird without feathers". My childhood dream and passion for hospitality brought me to the capital city to pursue a career in hospitality. I have completed a Diploma in Hotel Management from IHM Jaipur.

I commenced my career from scratch with the Golden Tulip Jaipur back 2007. Moving up my career ladder and ambition to become successful, I have got my first abroad opportunity to work with iconic One & Only Royal Mirage, Dubai. Later on, I moved back to India to work with Leela Kempinski in New Delhi and Udaipur.

It was in 2012 that I moved to the State of Qatar & joined the  InterContinental Doha The City, the tallest hotel of InterContinental Hotel Group. I was associated with them for more than 3 years until I joined InterContinental Al Khobar, Saudi Arabia. In 2016.

I moved back to the Emirate of Dubai to work with one of the most iconic properties on the Palm Jumeirah, Anantara Palm Dubai Resort. After more than 03 years associating with them, I got the opportunity to work with Accor's flagship property, Sofitel Dubai Downtown. During my tenure with them, I successfully managed 350 units with a big team of 68 housekeeping and laundry professionals.

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

If you aim to develop a successful career in the fast-paced hospitality industry, you need to always be on your toes to keep up with every new trend and every new standard. You are expected to handle surprises smoothly, identify customer’s needs swiftly, and solve problems effectively. This requires you to have an innovative attitude and the desire to learn new things. As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.  

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

While selecting someone, I always look for a can-do attitude and committed to continuous improvement. Skills can be developed and polished but not the attitude.  Hospitality people who see a world of possibilities and abundance must embrace change and thrive to continuous improvement.   

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 must get in with a positive mindset for the training.  Training is the key to mould them to become future hoteliers. Training allows inexperienced individuals to work under the supervision of a mentor to trade their skills. Trainees must demonstrate responsibility, a willingness to learn, positivity and teamwork. The hotels must take this opportunity in finding their future talent & leaders. The right approach to train will benefit us in years to come for filling our positions.

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

In the current pandemic period housekeeping in hotels has become much more clinical rather than used to be aesthetic.

• Currently, there are several technological advancements happening to pertain to the linen, laundry services, chemicals etc. Considering the current COVID-19 situation, Electrostatic sprayer and ULV fogging machines are into our operations.  

• Latest chemicals from Diversy & Ecolab, which is used on highly touched surfaces.

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

Latest technologies that transforming housekeeping in hotels:

• Digital room inspection system – where the room inspection template is created for easy inspection with pictures.

• Battery operated cleaning systems to reduce electricity consumption which in turn emits less noise and is safe to use for the end-user.

• Steam cleaning system which cleans very effectively without having to use chemicals. 

• “ HotSos, Knowcross(Hotel Management Software) makes our lives easier than before. We don’t have to be in the office, We can do any task from anywhere. What’s more, we are able to interact with guests already knowing their name, nationality and preferences. Guests are wowed, that even though we might never have met we know their name.   

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

Smart rooms and easy integration of systems:

• Smart appliances and automation solutions are a miracle in disguise, suggest the current trends in the hospitality industry. The automated temperature control, lighting, alarms, blinds, and other technological innovations are contributing to improved customer satisfaction, and improved services, while reducing overhead cost at the same time.  

Personalization is not an option, it’s a must:

Current trends in the hospitality industry are showing that personalization is already known to be the way to go when gaining and retaining customers. The concept of personalization has even been called “a must-have” for hoteliers as part of trends in the tourism and hospitality industry.

Editor: What can we expect in the coming year?

Tech explosion

• The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites. Hotels need to make sure their offerings are up-to-date and user-friendly. 

Sustainable Hospitality

• Housekeeping plays a pivotal role in creating, developing and retaining the sustainability-embracing culture in the hotels. 55% of global travellers say that they are more determined than ever to choose sustainable accommodation.

Exclusive Interview | Shihalini Rajaratnam, Manager, Front Office, Amari Havodda Maldives

“Millennials love experiencing the real culture of a place they choose to visit. They love to share experiences and connect with the locals.”

— Shihalini Rajaratnam

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

Joining the hotel industry was not a choice. I was into corporate marketing in a software company while in India and returned to Sri Lanka which is my home country. I spent six months looking for a similar role but considering the niche market for the software industry in Sri Lanka, the roles I got were mostly into banking and not heart whelming. My brother who was already in the hotel industry at the time encouraged me to join the hotel industry in Dubai.

My first interview was for the second batch of Atlantis – The Palm, Dubai as Guest Relations however I was not selected. Instead, Aitken Spence Maldives offered me a role as Guest Relations Executive and it was a good offer at the time. In January 2010, I arrived in the Maldives with an imagination of Paradise and having the least idea of what was expected of me except for the tremendous customer service experience I carried.

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

Passion, working with your heart and hunger for achievement. I was all new to the industry and hardly received any training off the job. It was continuously figuring out your role on the job and how I could apply my experience to apply new techniques and make it a better place. I succeeded initially by being able to “sell” and applying my marketing experience to promote sales and prepare documents. Working long hours was a must as I joined an extremely busy resort and we worked almost 16 hours a day. Building connections help a lot as you grow, the reviews just roll in when the true art of service is rendered.

At present, it is all about rendering love, care and compassion to your team, colleagues and guests. Hospitality can never be a job, it is indeed a passion.

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

I use emotional intelligence. Initially, it’s the passion to work in the industry. I spend at least 45 minutes on a video call as we mostly hire remote especially for expats. A natural smile is important. Within the first seven seconds, you will start feeling the solid impression of the candidate however there is always a procedure to follow.

We have a standard interview technique designed to assess the competency of a candidate and questions are structured to obtain attitude based real-life scenarios. This has created efficiency in recruitment.

I always believe that the tasks could be taught but never the attitude.

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?

Learn everything they can within the short stint. Knowledge is the key. Build connections. Focus on all aspects of the department they are selected for and I strongly advise on cross-training as well. If you work for the front office, you must have an understanding of how other departments operate.

I have had efficient interns who were able to grab the role available.

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

It was all leading to personalized interactions along with speedy technology. Quick Check-In and Check-out, WhatsApp conversations with guest service hosts instead of grabbing the telephone in the room. Millennials love experiencing the real culture of a place they choose to visit. They love to share experiences and connect with the locals. Social media plays a wide role here. Covid-19 will make use of technology to a very high extent with personalized care and social distancing in mind.

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

As mentioned in my answer above, Personalized host experiences through WhatsApp played a wide role in the past few months. Hosts were able to continuously support guests on their queries on and off duty times. It also helped us keep in touch with our guests post departure helping in generating more reviews.

This is also a great chance to keep in touch with our guests as prospective repeaters. All other Social Media channels such as Instagram, Facebook, and OTAs drive business to a large extent.

Review Pro is another great tool helping us to analyze our guest experience. Where we stand in the market against our competitors, what we do best and what we lack. Information is the key to continuous improvement.

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

Use more emotional intelligence to approach your teams and guests to fit into the new era of hospitality. Teach them the core concept of “Hospitality with the heart”.

Increase in the level of empowerment in team members who are identified as potential performers

Editor: What can we expect in the coming year?

A focus on quality instead of quantity. Guests will be ready to pay higher rates with all airline fares rising tremendously. The challenge is to ensure that we are geared to cater to this market. We in turn will have to educate our teams to continuously promise and deliver an exceptional guest experience. The pandemic has raised caution and we can see brands already working on operational hygiene and safety standards for continuous protection and assurance. Employees will need support with continuous training, and assurance in order to ensure a safe environment. In return, we ought to be ready to deliver exceptional care for those guests willing to travel and spend amidst this pandemic. The demand will remain for those with high safety and service standards in comparison to the luxury of a product.

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