Exclusive Interview | Ayon Bhattacharya, Vice President West India, The Orchid Hotel
/ Editor HospemagWhat do you think it takes to succeed in this industry as an aspiring Hotel Manager ?
Aspiring Hotel Managers should demonstrate exemplary leadership by exhibiting 100% commitment to all stakeholders in their business, including guests, employees, vendors, and owners. One should prioritize delivering quality service and implement tools to measure key indicators for assessing satisfaction levels . Prompt corrective action should be taken based on these metrics.
It is essential for Hotel Managers to lead by example and inspire their team to become leaders themselves instead of mere followers.
Share with us adaptability parameters and key change indicators that you think will be critical for a Hotel’s Success in the future.
Being observant and understanding to the evolving trends of the customers as consumer behaviour is changing in years which used to change in decades in the past.
Being adaptable and innovative in approach in terms of service delivery.
Embracing technology as an enabler but it should not be overbearing. Technology should be friendly and easy to use for employees and consumers.
Having the Right service design keeping the Millennials in mind. Healthy Menu, Communal interacting space, High speed internet to enjoy personal internet content and a Loyalty Program that’s highly engaging are the way ahead.
Having a Global pitch, we need to embrace Local in terms of food, experience and Hotel designs instead of the given parameters of Room, Food and Service as a norm
Flexibility in our approach to business and going beyond the set SOP is the key decider in such highly competitive environment
The new, young traveller wants experiences. What do you have in store for them?
While online news sources are a little obsessed with millennials’ demands for outlandish technology (like smartphone check-ins, robot concierges and apps for ordering room service), it doesn’t have to be that complicated.
Just a fast check-in and checkout without standing in a que is what they look for along with a seamless communication with the Hotel team during stay But there is one amenity that all millennials just expect as a given these days, and that’s free High speed internet access to enjoy their personal content over internet and OTT.
Healthy food - Millennials are very health-conscious. They expect certain dietary options to be available on your menu. Including organic, gluten-free and vegan items tells them that you’re sympathetic to their need, offer some complimentary grab-and-go breakfast items so they can stick to their budget, get out and explore early, free water bottles in their rooms in favour of a mini-bar and a vending machine in the lobby so they can purchase ready to make convenience food on a
24-hour basis.Older millennials travelling for business are more likely to indulge in a fancy breakfast so have the right balanced breakfast.
Communal spaces- millennials want to meet the other people staying at their hotel. An indoor communal area with a TV and a snack bar . Organising casual tours of the area also offers them the opportunity to mingle.
Loyalty programs with a twist - Younger travellers want a good deal more than anything, which is why they aren't particularly attached to one hotel brand. But that doesn’t mean they won’t join hotel loyalty programs – they just need the right incentive. Those who do join tend to be in the older 25-34 age bracket, because they have more advanced careers and higher incomes.
Launching something new is both an exciting opportunity and a responsibility. Share with us a deep dive into your process for these new launches.
New Launches is a complex activity which comes with adherence of a strict timeline from design conceptualisation, MEP activation of energy efficient and cost effective machines to arrive to a fast ROI cycle. Getting the Mock up rooms done and replicating similar interior designs and trends all across from Hotel Exterior to Public areas. Selection of vendors and driving them to delivers the project to the preopening stage.
Setting the PMS and getting the website ready and integration of PMS with the booking engine to the distribution platform. It also involves the hiring process of the leadership team and employees along with setting up the Sales team, Defining the SOP of the hotel and undergoing the preopening training procedure, snagging and simulation of the rooms, banquets, Restaurants and Public area.
Its an exciting journey equivalent to conceiving an idea to giving birth to baby, nurturing it till it starts blooming and producing results.
What are the attributes you look for while selecting or hiring?
I look for people who comes with an open adaptable mind . I look for what learnings they had got working any various Hotel companies in their career in terms of process, culture and innovations and what best they can add to our business.
Describe an ideal hospitality professional.
An ideal Hotel Professional to me is the one who has the below 5 P attributes:
Be Positive - In thought and action.
Be Present - in listening , seeing and being attentive undivided and living in the moment.
Be Prompt – As the being prompt in offer resolution or solution ala minute.
Be Passionate – Passion driven by enthusiasm as this attribute is a differentiator of being ahead of the ordinary.
Be Product Centric – being aware of your product and competitors and having the cutting edge over others.
Everyone is a sales person in life, you just need to understand and start enjoying it in your professional life as well.
The shift towards experiential travel is another trend that will redefine hospitality. Today’s travelers are increasingly looking for authentic, immersive experiences that connect them with the local culture and environment. This trend will continue to grow, pushing hotels to offer more personalized, location-specific experiences.
The future of the hospitality industry will likely be shaped by technology and sustainability.
The brand’s success is largely attributable to Deltin’s commitment to customer satisfaction and personalised service. Deltin has achieved a high level of customer retention and positive word-of-mouth by focusing on its customers’s specific requirements and preferences and adapting its services accordingly.
At Eight Continents Hotels & Resorts, our dedication to providing exceptional value and memorable experiences is at the core of our operational philosophy. This commitment is manifested through our comprehensive approach to hospitality, which focuses on personalized service, unparalleled amenities, and sustainable practices
A good chef doesn't have to be a popular celebrity, even a small south Indian café chef prepares delicious dishes which people stand in a queue to get hands-on, I feel is successful in a way of its own.
If I were to transform into a vegetable, the choice would be clear: I would be broccoli. Not only is broccoli one of the most nutritious and versatile vegetables, but it also embodies a unique blend of resilience and adaptability that mirrors my own traits.
My journey in the hospitality industry is deeply rooted in a passion for service excellence and a commitment to our family's entrepreneurial legacy. At The Fern, Goregaon, I've embraced these values to shape a vision centered on quality and sustainability.
Bonding is really important and regularly at our property we have some recognition events to celebrate individuals as well as Team. It has proven to give a positive impact on Team Members bonding as well as trust with the Leaders.
Technology is at the core of our operations and guest experience. Our Glu app serves as a comprehensive digital concierge, allowing guests to manage their stay seamlessly, from check-in to activity bookings.
We recycle food waste into compost, use glass instead of plastic for water, and harness solar energy with 1,443 panels generating 2,000 KWH daily. Our reforestation efforts aim to convert open scrub into dense forest cover, while community programs empower local women in sustainable farming. Embracing an earth-to-table approach, we also grow organic produce.
To become a successful chef, you need:
Passion: A burning love for food that keeps you up at night dreaming of your next dish.
Mad Skills: You’ve got to slice, dice, and sauté like a wizard with a spatula.
Creative Spark: The ability to turn ordinary ingredients into culinary magic.
Obsessive Attention to Detail: Because every grain of salt and garnish matters.
Kitchen Kung Fu: Leading your team with the finesse of a maestro conducting a symphony.
Flexibility: Rolling with the punches when the soufflé sinks or the orders pile up.
Business Savvy: Balancing the books while balancing flavors.
Forever a Student: Embracing lifelong learning, because the food world never stops evolving.
The only advice I can give to young chefs is that – Be humble, put your head down and work you’re a** off. When given chance to work with the best, TAKE IT! Don’t involve your personal ego when you deal with people who are way more experienced than you. Ask questions, steal recipes, don’t say no to difficult task, be ready to clean floor and dishes but make the most of the opportunity given to you.
My grandmother's kitchen was a place where magic and wonder happened, filled with the most enchanting aromas and flavors. Among the many delightful dishes she prepared, her sambar stands out as the crown jewel. These culinary experiences have profoundly influenced my journey, inspiring me to carry forward her legacy through 'Sambarpot'
Describe an ideal hospitality professional. “A selfless individual who is sensitive to guest needs and can anticipate them for timely deliveries.”
A customer-centric mindset ensures exceptional guest experiences, while effective leadership and team development foster a motivated workforce. Embracing cultural sensitivity and inclusiveness enhances both guest and employee satisfaction.
Our goal is to bring the unique experience of Hitchki to new markets, delighting patrons with our Bollywood-themed ambiance, exceptional food and beverage offerings, and unparalleled customer service. With a focus on quality, creativity, and authenticity, we are confident in our ability to capture the hearts of new audiences and create memorable experiences wherever we go.
Embrace the grind with gratitude, for each step forward is both a testament to your hard work and a gift worth cherishing. The journey's sweat makes the success sweeter.
For the birth of Karma Lakelands, I would like to give the entire credit to my mentor, Shri Nekchand ji, who instilled a love for Mother Nature in my heart. If not for him, I never would have planted over 10,000 trees in my initial days.
If it's not the passion driving you don't get into it, as it looks all rosy from the outside but it's not - you have to listen to all customers and keep tweaking things to ensure all your customers are happy. In the food space the customer is always king
Our venue becomes more than just a place to visit, it becomes a vibrant community hub where everyone feels valued and part of something special.
My passion for cooking and the late- night cravings of a young adult led me to launch a small home-based kitchen named 'Night Foodies' in 2013. Working through the nights making burgers and pizzas, I discovered a deeper truth: food was my true calling.
Learn to cook first and then think of becoming famous. Focus on skills and knowledge development rather than looking to become a social media star. Money will come for sure provided you don’t run behind it.
Guler Kabab is my family recipe, and this is what my parents used to make together in the kitchen. It has a surprise stuffing element that is a little sweet and spicy, which usually people don’t expect in a kabab. I learned this recipe from my mother, and I always ensure to serve it to my diners. It gives me extra brownie points. It is a home recipe and something that you won't find otherwise in anyone else’s house.
For those aspiring to become hotel General Managers, my foremost advice is to never lose sight of the path you've traveled to reach this position. The journey from the ground level, starting at an entry position, holds immense significance. It's crucial not to forget your humble beginnings, as this keeps you rooted and grounded amidst growth.
There was this one time where a guest requested a “Omelette without egg”. It was something that really shocked and amused me. I had not even imagined this kind of dish. But since it was requested by the customer, I had to take up the challenge.
I am India's first Corporate Executive Chef for an Indian cruise line.