Exclusive Interview | Anuj Mahto, CEO, GKE Hospitality
/“Starting from humble beginnings, I have learned invaluable lessons, overcome challenges, and leveraged opportunities to build a thriving career in the hospitality industry.”
Tell us about your journey. How did it all start?
After spending 23 years in the industry, reflecting on my journey is both humbling and inspiring. It all began with a passion for providing exceptional experiences and a deep appreciation for the art of hospitality.
After completing my education in hospitality management, I embarked on my professional journey with my first job as a steward at the Holiday Inn, Ahmedabad. It was there that I discovered my natural inclination for this industry, and quickly realized that this was not just a job for me, but a calling. Driven by a desire to expand my knowledge and skills, I immersed myself in various roles – from steward to captain to manager. Each position taught me invaluable lessons about the inner workings of the industry and fuelled my passion for delivering unparalleled service.
As I progressed in my career, I had the opportunity to work with renowned hospitality brands – Park Royal, Ruby Tuesday, Tabula Rasa and Turquoise Cottage among others. These experiences broadened my perspective and instilled in me a deep understanding of the diverse needs and expectations of guests. Starting from humble beginnings, I have learned invaluable lessons, overcome challenges, and leveraged opportunities to build a thriving career in the hospitality industry.
What do you think it takes to succeed in this industry?
To succeed in this industry, one must possess a unique blend of qualities and embrace certain key principles –
Genuine passion for providing exceptional service;
Customer-Centric Mindset;
Adaptability and Flexibility;
Attention to Detail;
Effective leadership;
Continuous Learning;
Resilience; and
Embracing Diversity and Inclusion.
By embodying these, individuals can position themselves for success in the hospitality industry. It is a dynamic and rewarding field that demands continuous commitment, passion, and a relentless pursuit of excellence in service.
The new, young traveler wants experiences and insta-ready content. What do you have in store for them?
As a brand catering to the new, young traveler, we understand the desire for experiences and insta-ready content. Through our culinary adventures, visually appealing dishes and ambiance, designated photo-friendly settings, social media promotions, and collaborations with influencers, we strive to create memorable moments and offer opportunities for capturing and sharing stunning content. We are committed to providing not only exceptional dining but also unique experiences that leave a lasting impression on our guests and inspire them to share their journey with others.
Launching something new is both an exciting opportunity and a responsibility. Share with us a deep dive into your process for these new launches.
Launching something new is indeed an exciting opportunity and a responsibility that I take very seriously. My process for new launches involves a thorough and meticulous approach to ensure success:
Conduct extensive market research to identify emerging trends, customer preferences, and gaps in the market. This involves studying consumer behavior, analyzing competitors, and gathering insights from industry reports. By understanding the market landscape, we can identify opportunities and align our new launch with the evolving needs and desires of our target audience.
Once we have identified a promising opportunity, we focus on concept development. This stage involves brainstorming ideas, creating innovative concepts, and refining them to align with our brand identity and target market. We consider factors such as the target audience, culinary trends, uniqueness, feasibility, and alignment with our brand values.
Operational Planning: Successful launches require meticulous operational planning. This includes assessing the necessary resources, staffing requirements, procurement of ingredients, logistics, and training our team to deliver the new offerings seamlessly. We ensure that our infrastructure and operations are prepared to handle the anticipated demand and that our staff is well-equipped to deliver exceptional service.
Marketing and Promotion: I believe in a strategic and comprehensive marketing and promotion plan to generate excitement and awareness for our new launch. This includes leveraging various channels such as social media, email marketing, influencer partnerships, and collaborations to reach our target audience. We develop compelling messaging, captivating visuals, and engaging content that highlights the unique aspects of our new offering.
What does the future look like?
The future holds immense opportunities and exciting possibilities. The hospitality industry is poised for significant evolution and I anticipate a continuing growth trend. The last three years of the pandemic have taught us a lot. By embracing innovation, prioritizing sustainability, leveraging technology, and placing the customer at the centre of everything, I am confident in our ability as an industry to adapt, thrive, and continue delivering exceptional dining experiences that exceed expectations in the years to come.
What are the attributes you look for while selecting or hiring?
I value a combination of skills, attributes, and qualities that align with the brand’s vision, culture, and commitment to excellence. I seek individuals who are genuinely passionate about hospitality, providing exceptional dining experiences exceeding customer expectations. Passionate team members bring energy, creativity, and a genuine commitment to their work. A strong work ethic is essential in the fast-paced and demanding restaurant environment. I value individuals who demonstrate a strong sense of dedication, reliability, and a willingness to go the extra mile. In the restaurant industry, adaptability is key due to the dynamic nature of the work.
Candidates who can thrive in a fast-paced environment, adapt to changing circumstances, and handle unexpected challenges with composure are ideal. They must demonstrate a willingness to learn, grow, and stay updated with industry trends.
What is your favourite interview question & why?
One of my favourite interview questions to ask candidates is: “Tell me about a time when you faced a challenge at work and how you resolved it".”
I find this question to be particularly insightful for several reasons:
It allows me to assess a candidate’s problem-solving abilities, critical thinking skills, and their approach to overcoming obstacles. Understanding how they analyze challenges and develop solutions gives me valuable insight into their ability to navigate complex situations in a fast-paced restaurant environment.
It provides an opportunity to evaluate a candidate’s decision-making process.
Resolving challenges often requires effective communication and collaboration with team members.
Through their response, I can assess a candidate’s ability to communicate clearly, articulate their thoughts, and work collaboratively with others to find solutions. This is crucial in maintaining a positive and cohesive team dynamic.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
Transforming a vision into reality can indeed be a challenging and intricate process, but one that we embrace with passion and dedication.
At GKE Hospitality, we believe in a comprehensive and disciplined approach to bring our initiatives to life. Our process for turning visions into reality involves clarifying the vision, strategic planning, cross- functional collaboration, feasibility assessment, agile implementation, continuous evaluation, and celebration of achievements. By following this disciplined approach, we ensure that our initiatives align with our overall goals, bring value to our customers, and contribute to the long-term success of our projects.
Share some of your secrets in keeping an engaged, safe and happy team.
Maintaining an engaged, safe, and happy team is my top priority, and I believe that a positive work environment is essential for success. My focus on effective communication, empowerment, training, recognition, work-life balance, health and safety, team building, and growth opportunities fosters a positive work environment where my team members thrive, contribute their best, and take pride in being part of the brand.
Share with us some new learnings from this project for you, personally.
Although it’s a bit early, my current role has provided me with invaluable personal growth and learning experiences. It has enhanced my adaptability, delegation skills, patience, continuous learning mindset, emotional intelligence, and appreciation for celebrating successes. These learnings have not only contributed to the success of a particular project but have also positively influenced my leadership approach, enabling me to become more effective and empathetic.
How do you think AI will impact our industry?
The impact of AI on the restaurant industry is a topic of great interest and significance. I believe that AI will bring about significant transformations in various aspects of our industry. It has the potential to revolutionize the way we interact with customers (Chatbots and virtual assistants), handle customer inquiries, streamline the ordering process, analyze customer data and improve overall customer satisfaction and engagement.
On the operations side, AI can lead to increased efficiency and cost savings. For example, AI-enabled inventory management systems can analyze historical data, predict demand patterns, and optimize supply levels. Additionally, AI-driven systems can assist in optimizing kitchen operations, such as recipe standardization, ingredient substitution, and predictive maintenance for equipment.
It is important to note that while AI presents exciting opportunities, it should be implemented thoughtfully and ethically, with a focus on augmenting human capabilities and enhancing customer experiences. I am committed to exploring and embracing AI technologies that align with our values, improve operational efficiency, and ultimately deliver exceptional dining experiences to our valued customers.
