Exclusive Interview | Anushya P., General Manager, Hilton Garden Inn San Leandro, US
/“My advise would be to expose yourself in different departments such as Housekeeping, Front office, Accounts, Revenue , Sales, Food and Beverage. When you find your interest in one of these department, start to micro focussing in that particular department.”
Tell us about your journey. How did it all start?
I chose this industry not knowing what I am getting into. My career started with Oberoi hotels and resorts. This was my best training experience in all departments. I loved working with them. After couple of years, I moved to the Marriott group as HK supervisor and felt bored in the job as it was very monotonous. As soon as I realized, I quit my job and moved to Dubai and found a Job as Executive Housekeeper for an independent hotel owner.
At that time, owners had a vision of opening different hotels. After 6 months time, I was promoted as project manager to open hotels. I loved my journey of opening hotels, basically it is a project and stake holder management. my coordination was mainly with different vendors, meeting with stakeholders, management company and owners. Learnt a lot in this journey and made amazing contacts to shaped me up in my career. I have a strong desire for freedom in my work which have contributed to my success. I have opened around 6 hotels in Dubai with hiring employees and managers, setting up training plan, creating process and implementing procedures.
Then I was hired by Radisson in the capacity of Director of Rooms in Dubai. And then I moved to US as my sibling was living in California, US. Took a break for an year, studied at UC Berkeley business and marketing to shape my career. Aspired to Asst. general manager and was hired by Hilton hotel.After 3 years, I moved up with Hilton as General manager.
In the near future, I would like to grow my skills in AI and step up the game in product management related to Hospitality Industry. All this was possible because I was having no fear what the future holds whether luxury or mid scale hotel. It is all the same in my opinion. Your own journey and skills are very important. Who you want to be is most important thing in whichever path you want to take.
What do you think it takes to succeed in this industry?
Hospitality industry is not easy, many of my school peers gave up hospitality to pursue a different career path. Because, it is a lot of hard work and odd hours of working to grow in this industry. I don’t believe you will need a college degree to be successful in this career. All you need is to find your drive if you are willing to out in the hours and be flexible with different shifts to meet the demands of the Business.
My advise would be to expose yourself in different departments such as Housekeeping, Front office, Accounts, Revenue , Sales, Food and Beverage. When you find your interest in one of these department, start to micro focussing in that particular department.
Once you know your path, growing in to an effective leader is by effective communication which is crucial.You'll need to interact with guests, colleagues, and other stakeholders. Clear and professional communication builds trust and fosters positive relationships. Hospitality often involves juggling multiple tasks simultaneously. Developing strong multitasking skills and effective time management techniques will help you stay organized, prioritize tasks, and meet deadlines.Stay updated with industry trends, emerging technologies, and customer preferences. Continuously expand your knowledge and skills to remain competitive in the fast-paced hospitality landscape. Embrace a mindset of continuous learning and improvement. Seek feedback from guests and colleagues, take advantage of training opportunities, and strive to enhance your skills and knowledge base.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
My vision has actually come true. I have a diverse experience and worked with 70 different nationalities from different culture. It was not easy but I made it possible only by having an open mind learning different culture and being part of the team and understanding the differences. I always chose a company where I had a boss who inspired me and aligns with my goals in growing in this industry.
In my younger days in this career, I was trained in all departments, my interest was always in setting up standard operating procedures for every department whether it be a Housekeeping, Front desk or Food & beverage. I involved myself in creating processes for teams efficiency even when I was not the leader. I took lot of initiatives in training, co training employees, my peers in coming up with set of procedures similar to a live document which anyone refer when they need information. I was intrigued by knowing lot of team problem and difficulties to perform their job. I knew if I target on resolving and tackling problem and difficulties, it will surely help the team to perform their best and build an efficient team.
Some of other initiatives I took was approaching a sustainable environment. Whether be it a revenue by not under cutting the price, but by ensuring quality business was brought into the hotel for operational efficiency.Hired employees and managers with an open mind and willing to grow rather than having strong job skills. Focussed on higher retention rate as I believed hiring and firing employees is easy but retaining top talent by mentoring employees and providing them work life balance will keep any employee motivated which also means they work for you knowing they are growing within the team and our future leaders. One of the most important initiative, I took was to have an open calendar to all departments to plug in their vacation plans and time off for the year, so everyone gets their time off without any difficulty at the some time not affecting our operations.
Created process for front desk employees to be the indirect sales person to answer any queries, rate information, facilities and services of the hotel. Gather information of the guest from top companies who are regular guests, and inform sales and operations department to secure business.
Share some of your secrets in keeping an engaged, safe and happy team.
Remember, each team member is unique, so be attentive to their individual needs and preferences. By fostering a supportive and engaging work environment, you can boost team morale, increase job satisfaction, and create a motivated and happy team in the hospitality industry.
1.Clear Communication: Establish open and transparent communication channels with your team. Regularly share updates, goals, and expectations. Encourage two-way communication, actively listen to their feedback, and address any concerns or suggestions.
2.Professional Development: Support your team's growth and development by offering training programs, workshops, or opportunities for career advancement. Encourage them to acquire new skills and knowledge relevant to their roles and aspirations. Provide mentorship and guidance to help them reach their potential.
3.Work-Life Balance: Promote work-life balance by encouraging your team to take breaks, use their vacation days, and prioritize self-care. Implement flexible scheduling when possible, allowing for personal appointments or family commitments. Show understanding and support for their personal needs outside of work.
4.Empowerment and Autonomy: Trust your team members to make decisions and take ownership of their responsibilities. Delegate tasks and empower them to solve problems creatively. Encourage autonomy while providing guidance and support when needed. Recognize and appreciate their contributions to foster a sense of ownership.
5.Employee Wellness Programs: Implement employee wellness programs that promote physical and mental well-being. This can include providing access to fitness facilities, offering wellness workshops, or organizing stress reduction activities like yoga or meditation sessions. Develop team building activities and foster positive work environment through leading by example.
6.Feedback and Growth Opportunities: Regularly provide constructive feedback and opportunities for growth. Conduct performance evaluations, set clear goals, and offer guidance on how to improve. Provide opportunities for learning and advancement within the organization.
How do you think AI will impact our industry? Specific jobs, processes etc?
AI is taking over hospitality in a faster pace. Making efficient process and helping the industry professional to perform simple and efficient.
Personalized Guest Experiences: AI enables hotels and other hospitality businesses to gather and analyze large amounts of data about guest preferences, behaviors, and history. This data can be utilized to provide personalized recommendations, tailored promotions, and customized services, enhancing the overall guest experience.
Chatbots and Virtual Assistants: AI-powered chatbots and virtual assistants are being used to handle customer inquiries, provide information about services, make reservations, and even offer suggestions for local attractions. These AI-driven interfaces offer 24/7 support, improving response times and customer satisfaction.
Revenue Management and Pricing Optimization: AI algorithms can analyze market trends, demand patterns, competitor pricing, and other variables to optimize revenue management and pricing strategies. This helps hospitality businesses maximize revenue by dynamically adjusting prices based on factors such as demand and availability.
Predictive Analytics for Demand Forecasting: AI algorithms can analyze historical data and external factors (e.g., weather, events, holidays) to predict future demand accurately. This helps hotels and restaurants optimize staffing levels, inventory management, and resource allocation.
Enhanced Guest Safety and Security: AI-powered surveillance systems can monitor and analyze video feeds to detect potential security threats or suspicious activities. Additionally, AI can be used to enhance guest safety by implementing contactless technologies, such as facial recognition for check-in or room access.
Efficient Operations and Automation: AI can streamline and automate various operational tasks, such as housekeeping scheduling, inventory management, and energy optimization. By automating routine processes, hospitality businesses can improve efficiency, reduce costs, and allocate staff to more value-added tasks.
Language Translation and Communication: AI-powered language translation tools enable real-time communication between staff and guests who speak different languages. This helps break down language barriers and enhances communication, resulting in improved guest satisfaction.
Data-driven Decision Making: AI can process and analyze large volumes of data to generate insights and support data-driven decision-making processes. Hospitality businesses can leverage these insights to identify trends, optimize operations, and enhance overall performance.
Robotics and Automation in Service Delivery: Robots are being employed in the hospitality industry to perform tasks such as room service delivery, concierge services, and even front desk operations. This automation not only improves efficiency but also provides novelty and convenience for guests.
What is the one app / tech solution you would love to see?
I like this question. One app or tech solution that would be highly beneficial in the hospitality industry is an integrated platform that combines operations management, communication, and guest feedback.This platform would provide a centralized hub for managing various aspects of hotel operations, such as housekeeping, maintenance, inventory management, and reservations. It would streamline processes, enable real-time updates, and improve overall efficiency.
Additionally, the platform would facilitate seamless communication between different departments and staff members. It would offer features like instant messaging, task assignments, and notifications, allowing teams to collaborate effectively and address issues promptly.Furthermore, the app would include a robust guest feedback system. It would provide guests with an easy and convenient way to share their experiences, suggestions, and complaints. The platform would analyze this feedback, generate insights, and provide actionable data to improve service quality and guest satisfaction.
With labor market being very expensive and lucrative in the market, Robot Housekeepers and waiters for F&B will be an advantage to serve customers. Also, Guest can order their food and drinks order over the phone and pay at the same time, where in the robot delivers the food and drinks to the room or at the restaurant.
