Exclusive Interview | Laurent Myter, Group General Manager, The Anam Group

Individuals who share enthusiasm for brand, and hospitality & have a strong work ethic. The ability to adapt to changing conditions is appreciated in Hospitality Industry.

Mr. Laurent Myter, Group General Manager, The Anam Group

Tell us about your journey as a hotelier.

I started my career in the hospitality sector more than 30 years ago in Switzerland, as a passionate hotelier keen on providing outstanding client experiences. I gained insights while working, from the front line of operations to the corporate office with top professionals at hotels around Europe, the Middle East, and Southeast Asia.  

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

Sustainability and eco-mindfulness have become increasingly significant with hotels and guests embracing responsible practices. At Anam Cam Ranh, we have a robust farm to table concept as we invest in our on-site herb and kitchen garden. At Anam Mui Ne and Cam Ranh, we introduced eco-friendly wooden key cards, replacing plastic water bottles with recyclable glass bottles, plastic straws with rice straws, plastic bags with bamboo bags.

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

I believe that technology can help streamline operations and enhance the guest experience. In operations, I would like to see more efficient inventory and resource management systems that reduce waste and increase cost-effectiveness. My motto has always been: Automate the predictable, so you can humanise the exceptional! Embrace new technologies to take care of the predictable.

What is the one technology, app, or software feature you would like to see? 

A comprehensive guest app that not only facilitates seamless check-in and room control but also offers personalised recommendations for activities, dining, and local experiences. Technology is also a major facilitator in offering cutting-edge MICE facilities. It plays a pivotal role in delivering exceptional experiences for large-scale and corporate gatherings at The Anam Vietnam. We are constantly striving to stay at the forefront of innovation. Advanced technological infrastructure in our meeting rooms, including projectors and state-of-the-art sound systems, to help us elevate our capabilities.

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

I feel one must be enthusiastic about the process to offer guests heartfelt services. In this ever-evolving industry, adaptability is an asset. One must cultivate strong leadership, good communication, and the ability to encourage and empower your team. A grasp of the business side of hospitality, including financial management and stakeholder relationships, is essential for long-term success.

Two things you would like to change in the industry.

I would like to recommend the need for more extensive and inclusive training and development programs as our industry is built on the shoulders of its staff. We need to address retention as the high turnover rate and retaining skilled professionals remain a challenge. We should focus on creating more attractive career paths, providing growth opportunities, and inclusive environment. At Anam Mui Ne, we encourage our staff members to don traditional Cham costume and participate in culturally immersive processions. At both the properties, we invite family members to conduct cooking classes for guests.   

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

We search for individuals who share our enthusiasm for our brand, and hospitality and have a strong work ethic. The ability to adapt to changing conditions is appreciated. 

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

One of my favourite interview questions is, “Can you share a time when you demonstrated exceptional teamwork in a challenging situation?” This question reveals a candidate’s ability to communicate effectively, problem-solving aptitude, and maintain a positive attitude in difficult scenarios. 

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

I would advise aspiring hoteliers to be proactive and keen to learn throughout their internship. Learn all you can about the organization, from visitor interactions to operations. Enquire, seek guidance, and don’t be hesitant to try new things. 

Exclusive interview | Sourav Panchanan, General Manager, Caravela Beach Resort Goa

From a Waiter to a General Manager! My 25 years journey has been incredible, but unexpected. Along the way, I met great mentors, we are what we are because of the people who spent time on us

Mr. Sourav Panchanan, General Manager, Caravela Beach Resort Goa

Tell us about your journey. How did it all start?
In my childhood, I dreamt of a different life. My father, a soldier in the Indian Army, was my hero and I wanted to follow in his footsteps, to wear the uniform. But life has a way of surprising us. At seventeen, I found myself in a hotel school and soon after, I stepped into a world of 5-Star hotels. It was a humble beginning, but this path would lead me to places beyond my wildest dreams. For five years, I served guests at renowned hotel chains like IHG and Hyatt in India while gaining valuable lessons in hospitality.

A pivotal moment arrived when I was presented with the chance to venture to Scotland. There, I had the privilege of working at renowned luxury hotels, including the renowned 'The Gleneagles' in Perthshire and Hilton Glasgow, further expanding my expertise and refining my craft. In 2015, I returned to India and joined Caravela Beach Resort, a sprawling, independently run, 23-acre estate on the Goan coast. Here, my journey took unexpected turns as I transitioned from roles in Food and Beverage to Rooms, wearing different hats and embracing diverse challenges with determination.

Progressing from Director of F&B to Executive Assistant Manager and eventually assuming the mantle of General Manager. Caravela has a defined culture and it influenced how I think of leadership and became a leader myself. In my current role, “I oversee our 201-key, 5-Star Deluxe golf resort on the shores of the Arabian Sea,” where we strive to deliver unforgettable experiences tailored to the discerning tastes of our guests. Looking back on my journey, I am grateful for the opportunities I received and lessons learnt along the way. As I continue in the dynamic world of hospitality, I remain committed to strive for excellence and creating memorable moments for each and every guest we have the privilege to serve.

What do you think it takes to succeed in this industry?
Passion is paramount in our industry. If you genuinely enjoy connecting with people, it’ll set you in the right path. Equally important is the combination of hard work and dedication. Giving your best effort day in and day out is essential. In a dynamic hotel, where many individuals are doing similar tasks, standing out and advancing calls for a willingness to invest extra effort and a continuous desire for growth. Along with this, continuous learning, whether through on-the-job experiences or participation in various training programs, the opportunity to expand your skill set is invaluable. Last but not the least is being curious, being aware of what is happening around you and how you can leverage situations to your success.   

What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?
Hiring is undoubtedly a tough task, as it requires aligning the aspirations of individuals with the needs of the business. During my interactions with prospective candidates, I strive to understand their motivations for applying to Caravela. While experience certainly holds value, I place great emphasis on assessing candidates' attitudes and their approach to learning. In many instances, a positive attitude and a genuine thirst for knowledge can outweigh a lack of experience.

What is the single factor that got you your promotion?
With humility, a promotion comes… being best among the people you are operating, building trust and creating a reputation for excellence and repeating all of it every day. There’s no single factor that can bring in success. It’s the combination of all of the above that creates a mindset which can lead to success.

What are some of the trends you see impacting the hospitality industry?
While my journey in hospitality over the past two decades has witnessed significant transformations, particularly in terms of reach and technology, it's essential to recognize that the core principles of guest service remain unchanged. Looking ahead, it's evident that future shifts will predominantly revolve around technological advancements.

Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience? 
Today, guests increasingly rely on digital platforms for booking accommodations, upgrading their stays, and streamlining check-in processes through our web links. Ordering services via QR codes and settling bills using UPI are now commonplace practices. Yet, middle of these technological advances, the old-world charm of luxury hotels endures, driven by the timeless essence of personalized service and genuine people connect.  As we navigate the evolving landscape of hospitality, it's crucial to strike a balance between embracing technological advancements and preserving the authentic guest experience that remains at the heart of our industry.

Two things you would like to change in the industry.
First one for me will surely be swift integration of technology in harnessing data for predicting guest preferences and customized experiences. It can help revenue generation, increase operational efficiency in near term and create a strong brand recall value for guests. The next thing will be to break the stereotype that entry level hotel work is only for younger generations. The industry can always offer promising options for the mature job seeker from other industries while successfully balancing human capital. Getting into hotels is a great choice for anyone with a genuine interest in talking to people and helping them.      

What is your favourite interview question for candidates’ interviews? and why?
I mostly ask questions around Caravela’s core values. Although candidates need to have the hard skills that are important for the applied job role, however, this can be trained. More important is whether the candidate has the right attitude, is willing to learn and share similar values as us.    

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Exclusive Interview | Ms Kadambari Sabharwal Talwar, General Manager, Courtyard by Marriott Bengaluru Hebbal

I believe that individuals with a forward-thinking attitude and a genuine hunger to learn and grow are the driving force behind innovation and progress. Their positive outlook and unwavering curiosity empower them to overcome challenges and seize opportunities in our ever-evolving industry.

Ms Kadambari Sabharwal Talwar, General Manager, Courtyard by Marriott Bengaluru Hebbal

Tell us about your journey. How did it all start?
Having completed an extraordinary 21-year journey with Marriott on June 15th, I am thrilled to share the remarkable story of my career. Like many of us, I have encountered numerous highs and lows along the way, each of which has shaped me into a stronger and more resilient professional. It all began when I made a courageous decision to step away from a Management Trainee program with a renowned Indian Hospitality Chain and embrace the Marriott Executive Development Program (EDP). Back in 2001, Marriott had a limited presence in India, making my leap into the unknown a truly audacious move. I started my Marriott journey as an F&B EDP, but within the first week, I transitioned to Sales and Marketing, guided by exceptional mentors who believed in my potential to learn and grow. I was entrusted with spearheading groundbreaking initiatives and became an integral part of a committee dedicated to revolutionizing the sales structure with an unwavering focus on customer satisfaction. As the years went by, I seized every opportunity to explore different facets of the discipline, immersing myself in property sales, cluster sales, regional sales, market sales, former NSO setup, and taking on both reactive and proactive roles. I even had the privilege of assuming leadership positions that further honed my skills. Eventually, I made a pivotal decision to venture into operations, driven by a desire to expand my knowledge and become a well-rounded hospitality professional. Today, I stand tall as a Hotel Business leader, filled with immense pride for the journey I have undertaken. Marriott has been my constant companion, providing me with unparalleled opportunities for personal and professional growth at every step. In addition, I am actively involved in the Marriott Women Ambassador Network for South Asia and hold the esteemed position of Vice President for WICCI, Karnataka state chapter. Through my story, I aim to ignite a fire within you, urging you to pursue your passions with unwavering determination. Dare to dream and seize the opportunities that come your way, for it is in these moments that true growth and fulfillment reside. Remember, each person's path is unique, so carve your own trail, embrace calculated risks, and maintain an unyielding focus on your goals. I wholeheartedly encourage you to consider adding Marriott to your own extraordinary journey, where endless possibilities await.

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

Our industry is a vibrant and ever-evolving one, requiring individuals to possess a unique set of qualities to thrive. While grit and determination are essential for navigating through challenging times, it is the unwavering passion, unwavering commitment, and relentless customer focus that truly make a difference and keep the journey exciting and fulfilling. In this industry, success is not merely measured by financial achievements, but by the ability to create memorable experiences for guests, build lasting relationships, and constantly adapt to the changing needs and preferences of our customers. It takes a deep understanding of the industry, a willingness to embrace innovation, and a genuine desire to exceed expectations. Moreover, the ability to collaborate effectively, lead with empathy, and inspire others is crucial in fostering a positive and thriving work environment. Ultimately, success in this industry is a culmination of passion, dedication, adaptability, and an unwavering commitment to delivering exceptional experiences to our valued guests.

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

As a leader, I seek out candidates who possess the qualities that align with our organization's success. Above all, I prioritize two essential attributes: a transformative mindset and an insatiable thirst for knowledge. I believe that individuals with a forward-thinking attitude and a genuine hunger to learn and grow are the driving force behind innovation and progress. Their positive outlook and unwavering curiosity empower them to overcome challenges and seize opportunities in our ever-evolving industry. Additionally, I value candidates who demonstrate exceptional interpersonal skills, fostering collaboration and creating a harmonious work environment. Their commitment to excellence ensures that our organization consistently delivers exceptional results. By selecting candidates who embody these attributes, we cultivate a team of inspired individuals who not only thrive personally but also contribute to the collective success of our organization. 

To work with me, I seek individuals who are energetic, passionate, and savvy. If you possess a proactive mindset and a hunger for learning, I encourage you to showcase your enthusiasm and dedication. Collaboration and innovative thinking are highly valued.

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

 As a young, Aspiring hotelier embarking on your internship, I offer you this advice: Embrace the mindset that the glass is always half empty and it’s up to you to see the positive angle and aim to make it happen. In the hospitality industry, challenges are inevitable, but it is your perspective that will shape your experience. This industry is not for the faint-hearted, but it is also unparalleled in its ability to shape and mold you into a well-rounded individual capable of navigating various aspects of life. It provides you with the inspiration to become a better version of yourself and break through any limitations or barriers that may exist. Embrace every opportunity to learn, grow, and exceed expectations. Embrace the diversity of experiences and interactions that come your way. Embrace the chance to make a positive impact on the lives of others.

By adopting a positive mindset and embracing the transformative power of hospitality, you will not only excel in your internship but also lay the foundation for a successful and fulfilling career in this dynamic industry.

What is the single factor that got you your promotion? 

Resilience

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

The hospitality industry is going to be driven by experience creation and personalization largely. The trend of bleisure along with a sustainable mindset will continue to grow too. We also see a growth in the travel of senior citizens as a segment.

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

I wish there was an app that was a one-stop solution for sustainability but for now, we need to use available online data to grow awareness and have a wider reach around this topic.

What is the one tech/app/software feature you would like to see?  

This could be for guests, operations, etc.I particularly think that this is a tough one as we offer a variety of options to our guests and associates. However, it would be great to build a platform that brings hoteliers together as an industry where we find a common voice.

Two things you would like to change in the industry.

In the current times, I would like to see a lot more candidates embrace industry roles as a career option. I would want people to stop talking only of the long hours and hard work put in by a hotelier and instead talk of the institution it is along with opportunities and growth that they see within the industry.

What is your favorite question for a candidate interview and why? Tell me 2 things that set you apart from everyone else who has applied for the role.

I feel it’s a great question because it talks about the candidate’s ability to know their strengths and be able to present them with confidence. The passion and sense of pride shine out if they are aware of their strengths and development needs.