Exclusive Interview | Gourav Kumar Pathak, HR & Learning and Development Manager, MSC Cruises
/“An ideal hospitality professional is characterized by a combination of interpersonal finesse, a genuine passion for hospitality and to diverse situations, a keen eye for detail, and a commitment to continuous learning. ”
Five skills that you think are critical for hospitality industry?
1. Customer Service Excellence: Providing exceptional customer service remains a cornerstone of the hospitality industry, enhancing guest satisfaction and loyalty.
2. Adaptability: Given the dynamic nature of the industry, adaptability to changing trends, technologies, and customer preferences is crucial for success.
3. Communication Skills: Clear and effective communication is essential for coordinating with team members, understanding guest needs, and resolving issues promptly.
4. Technological Proficiency: Embracing and leveraging technology, such as online booking systems and digital marketing, is vital for enhancing operational efficiency and staying competitive.
5. Crisis Management: The ability to handle unexpected challenges, such as emergencies or disruptions, is crucial in ensuring the smooth operation of hospitality establishments.
Describe an ideal hospitality professional?
An ideal hospitality professional is characterized by a combination of interpersonal finesse, a genuine passion for hospitality and to diverse situations, a keen eye for detail, and a commitment to continuous learning. They should possess excellent communication skills, empathy to understand and meet guest needs, and the ability to maintain composure under extreme pressure. These kindly of professionals embraces teamwork, exhibits leadership qualities, and stays updated on industry trends and technological advancements. Overall, an ideal hospitality professional exudes warmth, professionalism, and a genuine desire to create memorable experiences for guests.
Share some of your secrets in keeping an engaged, safe and happy team.
1. To keep your team happy, give them freedom to do mistake, so that they should not be afraid of coming to you for the problems what they have faced or if they have committed at the end we all are human;
2. To keep them engaged, try to let them experience certain practical situations which will allow them to use their grey matter;
3. To make them feel safe, try to gain their trust and confidence, as I mentioned earlier they should not feel scared to discuss complaints/ goof-ups happened if any.
How do you think AI will impact our hospitality industry?
AI is likely to significantly impact the hospitality industry by enhancing efficiency and guest experiences. AI-driven technologies can streamline booking processes, personalize guest interactions, and automate routine tasks, allowing staff to focus on more complex aspects of customer service. Additionally, AI can help analyse data to optimize pricing strategies, predict guest preferences, and improve operational efficiency.
However, it is crucial to balance technological advancements with maintaining the human touch that is integral to hospitality.
What does future look like for a hospitality industry?
The future of the hospitality industry is likely to involve increased focus on technology integration, personalized guest experiences, sustainability practices, and enhanced hygiene standards.
Advancements such as contactless check-ins, AI-driven customer service, and innovative amenities are expected to shape the industry. Additionally, flexibility in accommodation options, like remote work- friendly spaces, may become more prevalent as travel patterns evolve.
What is your favourite interview question & why?
A thought-provoking question is “Can you describe a challenge you faced at work with disagreement to your leader and how you overcame it?”
It allows candidates to showcase problem-solving skills and their approach to overcoming obstacles.
What do you think it takes to succeed in this industry?
Success in the hospitality industry often requires a combination of excellent customer service, attention to detail, effective communication, adaptability, and a strong work ethic. Building positive relationships with guests and colleagues is crucial for long-term success.
Share with us some new learnings from this project for you, personally.
In my current assignment which is really an interesting role, it never allows you to get in to your comfort zone. In every assignment you are working with new people from different parts of the world with different cultural exposure; before you work with them as one team you got to develop the traits of being flexible and adaptable at the same time. Working on a cruise ship can offer a unique and enriching learning experience in several ways. Cruise ships prioritize the safety and security of passengers and crew.
You’ll receive training in safety procedures, emergency protocols, and crisis management, which not only prepares you for potential emergencies at sea but also instils a sense of responsibility and preparedness in other aspects of your life. Overall, working on a cruise ship offers a dynamic and multifaceted learning experience that encompasses practical skills, personal development, cultural enrichment, and memorable encounters that can shape your worldview and future endeavours.
Making a vision into a reality can be very daunting. We would love a deep dive into your process for all your initiatives.
I can help to guide the young hospitality aspirants to go through steps like setting clear goals, breaking them into smaller tasks, staying organized, seeking feedback or criticism, never react always respond, and adapting as needed.
