Exclusive Interview | Mr. Rubin Cherian General Manager, Novotel Hyderabad

Each day brings with it some good and some learning situations; you have a blend of both on your platter

Mr. Rubin Cherian GM Novotel Hyderabad

What inspired you to pursue a career in the hotel industry, and how did you progress to become a General Manager?

The personal interaction and connection with people; realizing how impactful it can be and the opportunity to be able to curate memorable experiences for them is what increased my inclination towards the hospitality industry. The front office department is one that sees maximum interaction with guests along with F&B in any hotel, and personal interaction has always been my strong suit. Following my passion, I worked hard to grow in the Front Office department and over the years realized my dream of being able to oversee the operations of a hotel in totality. Today, I ensure that I interact with every guest possible and ensure they have a splendid time at our hotels. After all, it is all about the experience that our guests take back home.

Can you share some of the key milestones or experiences that shaped your professional journey?

There have been numerous instances that have paved the way for success along with the undeterred resoluteness that I have exhibited in my career span. With the guidance of leaders and mentors along the way, they helped me hone my skills and overcome challenges that have taught me to deal with and cope with situations that I witness in everyday life today. I would term my tenure at Novotel & Ibis Bengaluru ORR as the one that aligned my tangent in the right direction and reassured me that I was on the right path. After that, there was no looking back. The Cluster General Manager role at Novotel Hyderabad Convention Centre and HICC has additionally cemented my vision by achieving goals the hotel hasn’t seen since its inception. It’s these wins and the team effort that make me believe further in myself each day.

What are the primary responsibilities and challenges you face as a Hotel General Manager?

Each day brings with it some good and some learning situations; you have a blend of both on your platter. Ensuring successful operations is key for my role while understanding we are at par with the topline as well as on the lookout for the bottom line. In my role, you need to have a keen eye for detail. The right mix of communication that is passed across the management to the associates is important to ensure transparency and ongoing motivation. Every business has its peak and trough, I develop the strategy along with my teams to balance these out. Our competitive market is also a scope to push my teams to drive more business and churn more revenue across the year. The only challenge is sustenance, that in turn is also an opportunity to balance the business year-long to achieve our targets while maintaining the best hospitality we can provide.

How do you maintain a balance between guest satisfaction, team management, and meeting business objectives?

For me, personally, it is extremely imperative that my teams are content. However, at the same time, I want to ensure that they are instilled with the drive to achieve more. It’s the teamwork that makes the dream work, and I am a thorough believer of that. The right hiring is crucial for a business to sail through. At the end of the day, it is people looking after people to ensure a wholesome experience; that is what hospitality is about. When I know my teams are happy, I am confident the same is dispersed among guests that visit and stay with us. With constant encouragement and motivating events, there are yearlong activations that we plan to attain our business goals. Additionally, my teams are thorough in their approach to maintaining business relationships with our existing clients, while being on the lookout to drive new business to the hotel.

I would love to quote a very inspiring anecdote by Simon Senek who once said – Leaders are not responsible for the job. They are responsible for the people who are responsible for the job.

Take us behind the scenes of the hotel. What aspects of hotel management do guests typically overlook or underestimate?

That is a question that almost all hoteliers will have a similar answer to. I believe the notion that a five-star property or any hotel for that matter needs to be immaculate in its overall service. Furthermore, there is no scope for errors or anything going amiss. While these are service standards and our brands tend to adhere to this, there are times when on the backend, there might be certain issues or challenges that teams face. The management is constantly adhering to norms while they are supporting their teams, to ensure the outcome is perfect for guests. Every hotelier has worked hard to be a part of the team and to support the team selflessly, that is one trait that cannot be taken away from a hotelier. Along the years, we have all done long shifts to ensure smooth operations and to support our teams when they need it the most. These are certain factors that sometimes go overlooked in my opinion. 

Share some interesting anecdotes or stories about managing unexpected situations or demanding guests.

Each day is an interesting narrative that can be chalked out in so many chapters of a novel. The life of a hotelier is unlike any other industry. Hospitality can be as simple as it can be full of surprises.

One memorable incident that comes to mind was when a high-profile guest arrived at the hotel with a last-minute request for a private dinner for his proposal to his partner. The challenge was that the specific venue was already booked for a special event, and it seemed impossible to accommodate the guest's request. However, I believed in going above and beyond for our guests.  

I immediately approached the event organizer and explained the situation, requesting their understanding and cooperation. Fortunately, they graciously agreed to shift the event to a different area within the hotel. With the help of our dedicated team, we swiftly transformed the venue into a romantic and intimate setting for the proposal. The guest was overwhelmed with joy, and we received heartfelt appreciation for making their special moment truly unforgettable. 

During another incident, a high-profile celebrity guest had specific security and privacy demands. Our team had to navigate through various security protocols while maintaining the highest level of service. It was a true test of coordination and professionalism, and we succeeded in exceeding the guest's expectations.

In both cases, effective communication, quick decision-making, and teamwork played crucial roles in managing the situations successfully.

What are some of the most rewarding aspects of your role as a Hotel General Manager?

This is simple! When my teams are sated, my guests are happy, and my owners content. There is nothing more rewarding than seeing my guests leave happy, my staff look forward to coming to work the next day with a joy inexplicable, and my owners have their full trust in the decisions I make towards their assets.

On the flip side, what are the most significant challenges you face, and how do you overcome them?

There are challenges that every role brings with it; however, with the assistance of the core leadership team, I am confident that their teams down the line are being taken care of. Transparency and bringing an issue to light at the earliest has always helped me work along with my teams to find solutions and overcome situations that could have been extremely dire if not looked into earlier. We had COVID-19 which was the most adverse time that any hotelier dealt with. I feel overcoming that has taught me and the entire industry that no challenge can be far too big and that cannot have an alternative. 

Share a memorable guest interaction that left a lasting impression on you.

One of the most heartwarming interactions I had was with an elderly couple who had been returning to our hotel every year on their wedding anniversary. They shared countless stories of their previous visits and how our staff had become like a family to them. On their latest visit, the husband surprised his wife by singing their favorite song in the hotel's lobby, which he used to sing to her during their courtship days. 

Witnessing their love and the bond they had formed with our hotel over the years was incredibly touching. We went the extra mile to arrange a special anniversary dinner and invited some of our long-standing staff members who had become dear friends to the couple. It was a magical evening filled with nostalgia and laughter. This unforgettable encounter reminded me of the profound impact we can have on our guests' lives through genuine care and hospitality.

How do you stay motivated and inspire your team during busy periods or challenging times?

The fact that your teams are aware that you are by their side in the most trying times is all that actually makes a difference. My strongest pillars of support are my family and my teams. Undoubtedly, the position that I hold requires a lot of attention that I am able to provide to the hotel, knowing for a fact that my family is supportive and understanding. The moment you know you are not alone, you aspire to push yourself more. With constant motivation and having someone looking out for you is what inspires me the most, and I know for a fact, that my teams do too.

What advice would you give to aspiring hoteliers looking to become General Managers?

Dedication, not giving up easily, finding alternate solutions, consistency and hard work with a blend of smart work will get you a long way! Gaining practical hands-on experience and embracing a guest-centric approach is the key to building a base for this journey. There are no shortcuts here; the more you are true to yourself and your job, the better it will be for you. If you are passionate, this industry is for you. And, if you are instilled with righteousness to make a change, you will indefinitely succeed.

Describe a typical day in the life of a Hotel General Manager, from morning to evening.

Here’s a secret glimpse into the life of a hotel general manager; no two days are ever going to be alike! I begin my mornings with a round of the hotel, go through the morning meetings’; understanding situations that need my attention. However, the floor has a different story yielding each day. Different guests at the lobby, restaurants, at the convention center, etc., I interact with numerous guests on a daily basis. It goes without saying that the conversations are varied. And, usually, it’s these interactions with your guests that would give you the most simple yet practical ideas to improve our services or implement any change and this is what motivates me.

What are your favorite spots within the hotel? Is there a particular area that holds personal significance for you?

Personally, the lobby is one that is forever going to remain of personal significance to me. Over the decades, I have shifted lobbies and worked in different spaces and cities; however, there is one thing that is common across each one that I have been associated with, it is the joy and happiness to see someone walk out of the lobby with a smile across their face. At the end of the day, they may come in with different things in their life, but what they leave with is essential to know that we were able to contribute and make a difference in their life; even if it was for a limited time.

The WOW factor that sets us apart at Novotel Hyderabad Convention Centre is our lush green outdoor landscaped garden with an equally beautiful swimming pool with a waterfall adding to the scenic tranquil beauty coupled with warm service from the heart by our hearts (that’s how we address our team members) that add to our guest satisfaction and has earned us multiple awards and recognition.

Exclusive interview | Mr Davinder Juj General Manager Eros Hotel, New Delhi

Take initiative and seek out additional responsibilities or projects to enhance your learning experience. Volunteer for tasks, offer assistance to colleagues and be proactive in asking questions to gain a deeper understanding of the industry and operation

Mr. Davinder Juj | GM | Eros Hotel New Delhi

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

 As every good story starts this was a story started with great aspirations and sky-high dreams to go out and express myself with all the passion and motivation I had. The beginning was tough but was a great tutor and it taught me how tough this journey will be in case I would have the courage to pursue my dream. Starting as a steward in a hotel I had my imagination and vision set on the role to be a leader in the industry. I have had a journey of learning from scratch to moving into management. Have worked through Operational and Business development sections during my journey. Have had the opportunity to work with many International brands and have experienced the transition of brands during these years.

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

To succeed in the hospitality industry, it takes a combination of passion, adaptability, and a commitment to delivering exceptional guest experiences. The hospitality industry is dynamic and ever-evolving, so it is crucial to stay ahead of the trends, anticipate guest needs, and continuously innovate. Building a strong team and fostering a positive work culture are also key factors. By empowering and nurturing our team members, we create an environment where they can thrive and provide outstanding service. Lastly, a customer-centric approach and a relentless pursuit of excellence are vital. At Eros Hotel Nehru Place, we believe that every guest interaction is an opportunity to exceed expectations and create lasting impressions. This, coupled with a genuine passion for hospitality, is what sets us apart and allows us to succeed in this industry.

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

When selecting or hiring individuals, we value a combination of skills, experience, and personal attributes. While technical skills are essential for specific roles, we also place great emphasis on qualities such as passion, professionalism, a positive attitude, strong communication skills, and a genuine commitment to delivering exceptional service. We seek individuals who are team players, adaptable, and demonstrate a strong work ethic.

If someone is interested in working with us, we encourage them to thoroughly research our hotel and understand our brand values. They should familiarize themselves with the specific job requirements and demonstrate how their skills and experience align with the position. It is important for candidates to showcase their passion for the hospitality industry and highlight any relevant achievements or experiences. Submitting a well-crafted resume or application, along with a personalized cover letter that demonstrates their knowledge and enthusiasm, is always a good starting point. We also encourage candidates to explore any available career opportunities on our official website or reach out to our HR department directly for more information on the application process and any specific requirements.

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

1. Embrace a Learning Mindset: Approach your internship with a genuine eagerness to learn and absorb as much as possible. Be open to new experiences, challenges, and opportunities for growth. Take advantage of the chance to observe and learn from seasoned professionals in various departments.

2.  Be Proactive: Take initiative and seek out additional responsibilities or projects to enhance your learning experience. Volunteer for tasks, offer assistance to colleagues and be proactive in asking questions to gain a deeper understanding of the industry and operations.

3.  Foster Strong Relationships: Build professional connections with your supervisors, mentors, and colleagues. Engage in networking opportunities and seek guidance from experienced professionals. Cultivating positive relationships can lead to valuable mentorship, future job opportunities, and a supportive network in the industry.

4.  Pay Attention to Detail: Attention to detail is crucial in the hospitality industry. Strive for excellence in everything you do, whether it's maintaining cleanliness, ensuring accuracy in guest requests, or delivering exceptional customer service. Developing strong attention to detail will set you apart and contribute to your professional growth.

5. Develop Strong Communication Skills: Effective communication is key to success in the hotel industry. Practice active listening, communicate clearly and professionally, and adapt your communication style to different situations and individuals. Strong interpersonal and communication skills will enable you to collaborate effectively with colleagues and provide exceptional service to guests.

6. Embrace Multitasking and Adaptability: The hotel industry is fast-paced and dynamic. Embrace the opportunity to multitask and handle multiple responsibilities simultaneously. Be adaptable and flexible in adjusting to changing circumstances, as this will help you thrive in a challenging and dynamic work environment.

7.  Seek Feedback and Learn from Mistakes: Actively seek feedback from your supervisors and colleagues. Embrace constructive criticism as an opportunity for growth and improvement. Learn from your mistakes and strive to continuously enhance your skills and knowledge.

8. Remember, your internship is an invaluable stepping stone toward your future career in the hotel industry. Embrace every opportunity to learn, grow, and make a positive impression. With dedication, a strong work ethic, and a passion for hospitality, you can lay a solid foundation for a successful career as a hotelier.

What is the single factor that got you your promotion?

For me It had typically been a combination of factors, including performance, leadership abilities, demonstrating initiative and a strong work ethic, consistently exceeding expectations, taking on additional responsibilities, displaying strong problem-solving skills, and contributing positively to the organization's goals and objectives.

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

1. Technology Integration: The increasing integration of technology in the hospitality industry is transforming the guest experience. From mobile check-ins and digital concierge services to smart room controls and personalized recommendations, technology is enhancing convenience, efficiency, and customization.

2. Rise of Online Travel Agencies (OTAs): Online travel agencies have gained significant popularity in India, allowing travelers to easily compare prices, book accommodations, and access attractive deals. Hotels are increasingly focusing on optimizing their presence on these platforms to reach a wider audience and maximize bookings.

3. Growing Importance of Sustainability: Sustainability has become a significant trend in the hospitality industry. Guests are increasingly conscious of environmental impact and are seeking eco-friendly accommodations. Hotels are adopting sustainable practices such as energy-efficient technologies, waste reduction, water conservation, and promoting responsible tourism.

4.  Personalization and Experiential Travel: Travelers are seeking personalized experiences and unique, immersive activities. Hotels are adapting by offering curated experiences, tailor-made itineraries, and local cultural immersion to provide guests with memorable and authentic experiences.

5.  Shift towards Wellness and Health-focused Travel: Wellness tourism has witnessed a surge in recent years. Travelers are seeking accommodations with dedicated wellness facilities, including spas, fitness centers, yoga retreats, and healthy dining options. Hotels are incorporating wellness into their offerings to cater to this growing demand.

6.  Rise of Social Media Influence: Social media platforms are playing a significant role in shaping travel decisions. Hotels are leveraging social media to engage with guests, showcase their unique offerings, and encourage user-generated content, creating a strong online presence and fostering brand loyalty.

7.  Changing Guest Preferences and Demographics: With evolving demographics and changing guest preferences, hotels are adapting to cater to diverse needs. This includes catering to the needs of millennial travelers, solo travelers, digital nomads, and extended-stay guests.

What tech would you like to see in operations? What operational problems need tech solutions?

1.   Streamlining Operations: Technology can help streamline operational processes such as front desk management, housekeeping, inventory management, and maintenance. Automated systems and integrated software solutions can enhance efficiency, reduce manual errors, and improve overall productivity.

2.   Guest Experience Enhancement: Technology can play a crucial role in enhancing the guest experience. Mobile apps and self-service kiosks can offer convenient check-in and check-out processes, keyless entry systems can provide seamless access to rooms, and personalized guest management systems can enable tailored experiences based on preferences and past interactions.

3.   Data Analytics and Insights: Utilizing technology for data analytics and insights can help in understanding guest preferences, behavior patterns, and trends. This data can inform strategic decision-making, marketing campaigns, and personalized offerings, ultimately enhancing guest satisfaction and driving revenue.

4.  Revenue Management: Advanced revenue management systems can leverage data and algorithms to optimize pricing strategies, manage inventory, and forecast demand accurately. This technology can help maximize revenue and profitability for hotels and resorts.

5.  Staff Training and Communication: Technology can facilitate efficient staff training and communication. Online learning platforms, virtual reality simulations, and mobile communication tools can enable effective training programs, streamline internal communication, and improve collaboration among team members.

6.  Energy Efficiency and Sustainability: Technology solutions can contribute to energy efficiency and sustainability efforts. Smart building automation systems can optimize energy consumption, while sensors and monitoring tools can identify areas for conservation and resource management.

7. Security and Safety: Technological advancements such as advanced access control systems, surveillance cameras, and guest safety devices can enhance security measures and ensure the safety of guests and staff.

It's important to note that the specific technological solutions needed can vary based on the unique operational challenges faced by each property or hotel group. Assessing the specific pain points and requirements of an operation is crucial in identifying the most suitable technological solutions.

What is the one tech/app/software feature you would like to see?  This could be for guests, operations, etc.

A comprehensive smart personalization platform that seamlessly integrates with various hotel systems (property management system, guest profile database, CRM, etc.) to offer personalized experiences for guests. This platform would leverage artificial intelligence and machine learning algorithms to analyze guest data, preferences, and behaviors, allowing hotels to deliver highly customized services and recommendations throughout the guest journey.

Two things you would like to change in the industry.

Sustainability Practices: Many individuals and organizations are advocating for increased sustainability in the hospitality industry. This includes reducing carbon footprint, minimizing waste, conserving resources, and promoting responsible tourism practices. Implementing sustainable initiatives can have a positive impact on the environment and contribute to a more sustainable future.

Diversity and Inclusion: Diversity and inclusion are important considerations in any industry, including hospitality. Promoting diversity in hiring practices, creating inclusive work environments, and embracing cultural diversity can foster innovation, enhance guest experiences, and contribute to a more equitable industry.

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

"Can you provide an example of a challenging situation you faced in a previous role and how you successfully resolved it?"

This question allows candidates to showcase their problem-solving skills, adaptability, and ability to handle difficult situations. It provides insights into their decision-making process, communication skills, and their ability to work effectively under pressure. Additionally, candidates' responses to this question can demonstrate their level of self-awareness, accountability, and the lessons they learned from the experience.