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 | Harkaran Singh, General Manager, Hyatt Raipur

“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. ”

— Harkaran Singh

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. 

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Exclusive Interview | Sunaina Chinta, Front office Manager, Hilton Goa

“There is no shortcut to success in the hospitality industry— but with the right training and qualifications, you can surely thrive in this industry.”

— Sunaina Chinta

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

Hospitality was never in the plan, this was back during the recession where there were very limited job openings in the hospitality sector. I tried my hands on to apply for one of the renowned hotels and was able to crack the interview. It all started with this and this industry has always recognized me for all the hard work and for the guest experience. 

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

There is no shortcut to success in the hospitality industry— but with the right training and qualifications, you can surely thrive in this industry. A successful hospitality professional is goal-oriented, driven, hard-working, and eager to learn. Both hands-on practice and classroom learning is needed to pave the way for a successful hospitality career

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

There are 5 Attributes that I look forward to in people when hiring them. Ambitious, Passion towards their Goal, Honesty towards work and peers, Emotional Intelligence, Detail oriented. 

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

•  Social Media influencers – This causes real-time damage as most of the guests to play this card when they look for discounts or complimentary nights.

• Tech-Savvy – The majority of the travelers are pro-tech-savvy and it sometimes becomes difficult to match up to the guest satisfaction. In this process, hotels & resorts miss personal touches for the guests. Also, this attracts reduced manpower which means more of attrition rate.

• Unique Perks- Since there are so many brands to choose from it becomes super important to stand out in the market 

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?

•  Staycations- Creating some exciting offers and marketing on the right platform.

• Contactless Experience –  starting from making the reservation till the guest checks out, have those minimal contact with the staff. Eg, web check-in, QR code for ordering food, digital room key, web check out, etc.

•   Sustainability- People are becoming increasingly sensitive to environmental and social issues. 

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

 Changing Guest behavior and expectations -Guests realize the power they have via social media and online reviews - and will use it when not satisfied with a service. Travelers need to understand that not everything can go right, and believe in the efforts of the staff in making it right.

Young Market – I would like people to change their perspective towards the millennium. As I see future leaders in them. A change of approach towards them will enhance their mindfulness and be more creative.   

Exclusive Interview | Chef Toshit Sharma, National Corporate Chef, RATIONAL International India Pvt. Ltd

““Ghar Ka Khana”, can’t be found in any menu but that’s the only meal that satisfies one’s soul. And, you never get bored of it.”

— Chef Toshit Sharma

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

I am a graduate in Hotel Management from IHM, Gwalior. During my college & training days, I was keen on learning about the basics of the kitchen as I always wanted to be in everyone’s heart. And, the way to everyone’s heart is through their stomach, so I chose Culinary as my career. 

In 2005, I started my professional career with Oberoi Hotels in Udaipur where I learned in detail about food ingredients, equipment, traditional Indian & International cuisines. It all made my base stronger to be a long runner in the industry. In 2007, I got my first International job opportunity from Four Seasons, Maldives where I was responsible to uplift the standards of Indian kitchen & do several promotions for regional Indian cuisine. After achieving my targets in the Maldives I moved for the pre-opening of India’s first Four Seasons Hotel in Mumbai, where I was deeply involved in promoting Indian cuisine in the local market. In early 2010 I got the invitation from hotel The Setai, Miami Beach USA to work as an Indian Chef, as Indian food was quite high in demand there. I chalked out several food promotion campaigns and also set up a wide menu with traditional Indian dishes for the hotel. Due to visa restrictions in late 2011, I returned to India & worked with ITC Hotels in Jaipur and then Sarovar Hotels in Chandigarh for a short period as Executive Chef. In 2012, I again went overseas. This time to Hotel Sandy Lane in Barbados, Caribbean Islands. There, I was in charge of the Indian section while also supporting the team in other culinary operations. Post this assignment, I got a chance to work in the dream country of the world i.e. Switzerland as Head Chef for the Asian section at The Chedi, Andermatt Switzerland. 

In 2015, I moved back to our home country to settle down. Here I joined RATIONAL as National Corporate Chef for India. Since then I am happily & proudly associated with RATIONAL & am enjoying my job.

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

Kitchen life is always very stressful. It is overloaded with work pressure & challenges, but we as chefs back in the kitchen are always ready to accept such situations in a calm way. I remember that I used to sing my favourite songs to release pressure.

During my initial days of my career, we used to be at the back kitchen, but I always tried to meet the guests in the restaurant as I loved to interact with different people especially with those whom I am serving food. Even my efforts for this were recognized & appreciated at multiple properties.

Editor: A dish your patrons/ guest love?

Dal, Bati & Churma was my favourite for a long time. Irrespective of however busy I am, I always prepare this dish with proper standards & affection. It has brought success & opportunities in my career at different levels.

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

“Ghar Ka Khana”, can’t be found in any menu but that’s the only meal that satisfies one’s soul. And, you never get bored of it.

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

A chef has to be passionate about cooking, ready to accept challenges, fit to work under work pressure, and must be ready to stretch the working hours even on weekends & holidays. Food is all about art & science, for which a chef has to be creative in presenting his dishes as “Winners don’t do different things, but they do the things differently".

Also, adapting to modern technology in the kitchen is the need of the hour. One needs to know how a RATIONAL iCombi Pro, smart combi-steamer helps them to not only reduce manual work but also in achieving consistent results every time.

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

Be patient & focus on basics, and only good will come to you. You will also achieve success just when you are ready to dive deeper into the ocean of the culinary industry.

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

RATIONAL Combi-steamer. It works like my Sous Chef who never complains & never gets tired. It is always ready for more work pressure in different cooking method operations & on top of that never asks for leaves or holidays. I can blindly trust RATIONAL units.

Editor: Your favourite ingredients Is

Salt. It not only enhances the flavour but also helps you in curing, maturing, etc., the food. It can help you in numerous ways while cooking being a universal ingredient used in every section of the kitchen. I always love to try different authentic salts like Himalayan, Pink, Charcoal & Sea salt and mixing them with herbs, hence enhancing the flavour of the dishes.

Editor: Name chef’s, you find amazing or chefs work you admire

I have a long list & I always thank them on different platforms because whatever that I am today is because of their guidance & wishes. I would like to once again share my gratitude to Chef Surender Singh, Chef Ashish Bhasin, Chef Gaurav Prasher, Chef Zulfikar Kareem, Chef Rajpal Singh, Chef Giancarlo, Chef Shahid Latif, Chef Jonathan Wright, Chef David Werly, Chef Mansour Memarian, Chef Dietmar Sawyere & Chef Christian Rose.

Editor: What books should every chef read?

I strongly recommend reading the books which will help them to get their basics and fundamentals clear while working in a professional kitchen.

Exclusive Interview | Chef Anuj Kumar Singh, Executive Chef, Courtyard by Marriott Raipur

“Determination, Lots of patience and innovation, and challenging yourself every single day makes a successful chef”

— Anuj Kumar SIngh

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

Taj Lucknow is where it all started where I was accompanied by my father when I was in 10th Grade and the interaction with the Chef made me curious and kept me thinking if this is something I want to do for the rest of my life.

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

Currently working with Marriott International, Raipur, India but Taj is in my blood as I started my career with Taj as a management trainee, Memories are all surrounded by innovation and learning that I have gathered from Late. Chef Arvind Saraswat, Chef Ajay Sood, Chef Arun Batra.

Editor: A dish your patrons/guest love

Kareli Korma (slow-cooked mutton shank pieces along with yoghurt, selected whole spices fined with saffron) and Dum Ghost Biryani
 
Editor: A dish that you love but do not have on your menu

Banana Malpua (my mother’s recipe)

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

 Determination, Lots of patience and innovation, and challenging yourself every single day makes a successful chef

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

Cooking is an art that requires a lot of passion, Patience, hard work, innovation, and needs to be topped with love.

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

Knife, Spoon

Editor: Your favorite ingredient is…

 Clove and cardamom

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

 Late. Chef Arvind Saraswat
 
Editor: What books should every chef read?

Professional Chef by Late Chef Arvind Saraswat

Exclusive Interview | Fabien Gastinel, General Manager, The Oberoi Marrakech

“Patience, tenacity, steadiness, excellent listening/presentation, and grooming. The way we act and we portrait ourselves in hospitality is the key to success”

— Fabien Gastinel

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

Well getting into hospitality was an unexpected journey. My dad's biggest wish was that I become a doctor but I was just not talented enough in Mathematics. When I passed my high school diploma, I actually did not know what to do really. A very good friend of my dad though was the owner and general manager of “La Pinede Hotel” in Saint-Tropez, France, and suggested that I take a summer job as a Major D’Homme (Butler) at his hotel. While doing for several weeks I fell in love with the daily engagement with guests and the passion to exceed their expectations consistently. I was as well amazed by the presence of this gentleman standing in the lobby and being the host of the hotel - then my dream was to become like him one day. I then proceeded with the Hospitality College in Marseille, France, and once completed I left for the US to start my career with Sofitel as a Management Trainee.

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

Above all the passion to interact with people and the will to exceed their expectations. That is the basic of luxury hospitality. But as well when starting a career – some key attributes are as crucial in order to succeed: Patience, tenacity, steadiness, excellent listening/presentation, and grooming. The way we act and we portrait ourselves in hospitality is a key to success, being as well our posture, verbal language. In an environment where we face colleagues and guests very often this is crucial. Like many other industries being a good leader and coach is paramount as we influence others every single day. Last but not least – networking is as well as important, very often I tell my team “network is your net worth” – it’s all about whom you know and who knows you!

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

We do hire for the right attitude, the passion to serve and engage. This is much more important to us than the experience. Knowledge can be taught and trained however it is much more difficult to train for attitude. Being in an environment where we do have interactions with others every single minute it is key to us to have team members that are naturally out-going with a pleasant personality and can-do 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?

Listen, observe, work hard, being curious and outgoing. The more they are able to absorb while they train the faster they will grow. More importantly, showcasing a very positive attitude and learning from experienced team members.
Editor: What are some of the trends you see impacting the hospitality industry?

More digitalization: we have already entered this world but we see it is taking great importance nowadays with hotels getting into fierce competition.

Cuisines of the World: lifestyle dining venues that offer new cuisines from around the world. We see this with restaurant venues such as Coya, Amazonico, Sexy Fish, Nus’Et, and many others.
Bleisure Hotels: the world of corporate travel has changed with COVID and I believe we will see a shift in the way business hotels are built with very strong leisure components.

Wellness and Sustainability taking center stage in hotels: We see this more and more with a very strong need from the new generation to connect with nature and healthy foods.

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?

I personally do not believe tech will be able to replace human interactions when it comes to experiences. Tech will continue to be developed but not in a goal to improve guest’s experiences. It will probably make it more accessible.

Editor: Two things you would like to change in the industry.
First, the business model most companies adopt. Most hotels are on management agreements where they do not own hotels but manage them only. Often hotel teams are left reporting to owners who do not necessarily understand hospitality making it very difficult for operators to deliver. There should be a shift where operators are fully independent and able to be accountable for their decisions and results.

Second, I do personally believe that many companies do have too many brands and that it becomes confusing for the customers. Instead of having 20 brands with a lack of identity for some of them, I do believe we should focus more on having fewer brands with a very strong brand entity.

Editor: What can we expect in the coming year?

A slow recovery. We need to remain confident but the world economy has been affected and it will take a few years to get back to the 2019 levels of business. Our industry is very much dependent on the airline industry and airlines will need time to build back their fleet. Our industry is very resilient though and that should give us hope and smiles on our faces!

Exclusive Interview | Chef Lallan Kumar, Executive Chef, Evershine Resort

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

I have started my journey with Hotel Management from SAMS IHM Varanasi from 2005 to 2008 which I have completed my BSC HM Degree from SAMS IHM  Varanasi. I have done 6-month industrial training from Claremont Hotel New Delhi in all 4  Major Department ( Front Office, Housekeeping, F&B Service & F&B  Productions) 

Also, I have done 3 Months of Vocational training from ( ITC Fortune Gurugram, TAJ Gange Vanarasi) 

I have started my culinary journey with Neemrana Fort-Palace Rajasthan after that  many places experience like, ITC Welcome Pine N Peak Hotel Pahalgam, ITC  

Fortune Pune, KEYS HOTEL & finally with Evershine Resort as Executive Chef.  also I have worked out of India, Dubai, Abu Dhabi, Russia, Iran & Oman) 

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

Best Memories I have captured when I have made Kashmiri Kukkad with my own recipes.

Editor: A dish your patrons/guest love

Kulfi Pav Bhaji & Palak Kofta with Chukander ki salan 

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

Couscous Ghost Dum Biryani with Gur Kerry ki Chutni

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

• Dedications on work

• Dedications on learning 

• Learn To Lead As Well As Manage 

• Have a passion for food 

• Spend time in the kitchen  

• Get a Culinary Arts Job

• Get familiar with the industry, Hone your skills 

• Work Ethic and Stamina, Management Skills 

Understand That The Top Line Drives The Bottom Line, Know How To Build the Brand 

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

• Dedications on work 

• Development and learning skills 

• Read maximums Culinary books 

• Define Your Goals 

• Focus on the Goal 

• Be Ready to Ask Questions & Listen to the Answers

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

Knife & temperature thermometer 

Editor: Your favorite ingredient is…

Kasuri Methi & Rose Petals

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

Jerson Fernandes. Executive Chef at Novotel Hotels 

Manish Kusumwal Corporate Chef at Keys Hotels 

Editor: What books should every chef read?

Laurus book 

Food nutrition books

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