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

It all started with my first job with an industry association in the year 2007 wherein I decided to follow the principle of continuous learning, relearning, and re-skilling myself throughout the upcoming professional career. Following which, after having acquired Masters in Business Administration (MBA), I studied Philosophy, Law and, attended Executive Management Program-me (s) at Said Business School (SBS), The University of Oxford, Indian Institute of Management (IIM), Calcutta, and Indian Institute of Management (IIM), Bangalore. Thereafter I did Doctorate and D. Litt (H.C.) in Business Management. I pursued all these degree programs while working for industry associations, international organizations, foreign governments, and while doing consulting assignments in India and abroad. Luckily, I got the opportunity to work for FHRAI after I moved back to India post completing an international assignment in 2019. Since then I am doing my best in terms of Policy Advocacy, Content Development, Education, Training programs, Webinars, etc for the hospitality fraternity.

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

Although, from the outside, Hospitality seems like an industry where the major role is of finances, which is actually true to some extent; however, conceptualization and ideation I believe plays a crucial role and have always been the deciding factor in the success of any establishment, be it a hotel or restaurant. Various concepts introduced, implemented, and successfully executed across the globe and in India have drawn guests/ customers to these establishments to enjoy the best of the best service, stays, and delicacies offered!  

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

‘Hard work and ‘Dedication’ are I believe a must for someone whom I would select or hire to be a team member. Also, an individual must take a collaborative approach to succeed in the hospitality industry. Along with that, any enthusiast who follows the policy of ‘’Passion with Profession” which I keenly believe in, would be an asset to the organization.

Editor: What is the single factor that got you your promotion?

I am sincerely grateful to FHRAI for bestowing upon the responsibility as Additional Director at FHRAI – IHM. Indeed, a moment of pride to support the hospitality fraternity from the perspective of policy at FHRAI and education at FHRAI - IHM. In the year 2020, when the entire country was under lockdown and hospitality establishments were shut, following the directions of FHRAI – IHM Management, I organized FSSAI initiated COVID Awareness Training Programmes through FOSTAC. Being the in-charge of the project, and with the support of the entire team, I mobilized the industry professionals and engaged them to attend the training programs mentored by FHRAI’s National Advisor. Around 50 such sessions were organized whereby more than 4000 people were trained. The success of this particular project made FHRAI management believe that I could be a valuable addition to the IHM and hence I believe I got elevated to handle the additional responsibility.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience? 

Hotels have invested hugely in technology to sustain the inflow of people and in turn, revenue. Automated entry systems, technology-based sanitization, automatic light systems, cleaning robots, and other such advanced technological measures have been installed and fully functional in every corner of the country. This has ensured a touch-free experience and interaction. All social distancing norms are being followed by the hotels too, especially in gyms, and other communal facilities. Following all of these measures have given the public a sense of assurance and the fear has started dissolving. The technological innovations are also taken up by restaurants that can afford to invest in them. Slowly and steadily, the hospitality sector is coming back to normal however this time with a safer and more hygienic experience.

Editor: Two things you would like to change in the industry.

Firstly, the hospitality industry should focus on widening the Wellness, MICE, Business, Adventure, Culinary, Cultural, Spiritual, Eco, Fashion, Film, Rural and Medical tourism market by working on offering the best of the customized packages and world-class facilities across all spectrums. Secondly, it should be the goal of every individual and establishment engaged in the Hospitality sector, going by the history and philosophy of our country - 'Atithi Devo Bhava', to focus upon rebuilding the image of the country post-COVID so that we as a country must be contemplated as a respectful and reliable nation by both domestic and international tourists. The industry should assure & re-assure the travelers that the country is ready and will provide a sustainable experience to every individual and guest honestly and transparently. The world needs sustainability now more than ever and the Indian hospitality industry must incorporate it in and promote it through tourism.

Editor: What is the one lesson you think we should learn from the pandemic?

Pandemic has taught us to rethink & redefine the hospitality business with an out-of-the-box approach, where all the new ways of doing business are planned & executed strategically. Entrepreneurs engaged in hospitality must understand that if the changes introduced in the businesses, due to pandemic, has brought some uncertainties; then parallelly it had offered us numerous other ways to grow and excel. The industry must now plan with prudence, reengineer the processes in a technologically different way, and be ready with more reliable and trustworthy business practices being offered by the fraternity.