Exclusive Interview | Joy Fernandes, Director of Recruitment, Kamaxi Overseas Consultants
/“The future appears to be quite promising. The industry is experiencing significant growth and expansion and it seems poised to continue on this trajectory. The demand for skilled and experienced staff is on the rise, as companies are increasingly recognising the importance of having the right people in key roles. I see this trend continuing into the future.”
Tell us about your journey. How did it all start?
My journey began early when I joined Oberoi Hotels in Mumbai, providing me with an excellent foundation for my career. I had the privilege of working alongside some of the industry’s finest managers. After nine years, I embarked on a new chapter by joining Carnival Cruise Lines UK (P&O Cruises).
During my very first contract, my career took off as I played a pivotal role in setting up a Michelin-starred restaurant, a first for Carnival UK. Subsequently, I seized opportunities at Carnival UK’s head office in the United Kingdom, engaging in various projects related to new ship construction. I accumulated a wealth of knowledge during my 16-year tenure there.
Following this, I transitioned to Carnival Support Services in Mumbai, where I served as a lead recruiter for a couple of years. Just when I thought my path was set, another exciting opportunity arose to work with the Apollo Group Cruises. In this role, I was instrumental in launching India’s first cruise line brand, “Jalesh”, as the Front of House Services Manager. I oversaw three departments directly on the shore side.
Later, I continued to contribute to the industry by spearheading the launch of another ship and brand, “Cordelia” with the same company. Finally, my journey led me to Kamaxi, where I currently find myself today.
What do you think it takes to succeed in the hospitality industry?
Personality - Fostering an environment of warmth and positivity is paramount. The amalgamation of amiable, empathetic and optimistic qualities forms the cornerstone of exceptional service. When guests are greeted with genuine smiles and genuine concern for their well-being, they feel not just welcomed, but truly valued.
Confidence and assertiveness play crucial roles in navigating unforeseen challenges while ensuring guest needs are met efficiently and professionally.
Patience - Sometimes the industry can be very demanding. There are times when one may not be able to match their customers expectations, this calls for a lot of patience. Instead of getting overwhelmed under pressure we must focus on improvement and growth. Our industry sees peak seasons and off seasons and it’s important to understand that we will have some bad days which will require us to stay put.
Professional at all times - Being proper and respectful at all times. Whether it is how you dress because you never know when you meet a potential customer, how you speak or how you handle your tasks, it’s about doing things the right way and maintaining high standards.
Flexibility - means being adaptable and able to handle a wide range of situations and challenges that can arise in the dynamic world of hospitality. Whether it is dealing with changing guest preferences, unexpected issues or evolving industry trends, professionals in this field need to be flexible in their approach to meet the diverse needs and demands of guests and the business. Being open to change, quick in decision-making and responsive to shifting circumstances can contribute significantly to succeeding in the ever-changing hospitality industry.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
Training and uplifting - Continuous training and uplifting skills will be critical. Staying updated with the latest technologies, trends and customer expectations is essential. Being adaptable and receptive to new training programs can improve your efficiency and effectiveness, ensuring you’re equipped to meet the changing needs of guests and the industry.
Leadership skills - This involves not only managing tasks and operations but also inspiring and motivating your team to excel. Effective leadership means setting a positive example, making informed decisions and fostering a work environment where everyone can thrive.
Teamwork - As the old adage wisely states, “Teamwork makes the dream work.” This sentiment holds true across all industries, emphasising the crucial role of a well- coordinated team. It is essential for team members to put aside their differences and work towards a common goal. A team that truly understands each other and provides unwavering support is an invaluable asset.
Flexibility - The ability to adapt to changing circumstances, whether in guest preferences, work responsibilities or industry trends, is crucial. Being flexible allows you to handle unexpected situations with ease, adjust to new technologies and meet the diverse needs of guests, ultimately contributing to exceptional service.
Stability with one company - While the hospitality industry often involves mobility and career growth through diverse experiences, stability with one company is also valuable. Demonstrating loyalty and commitment to an employer showcases your dedication and reliability. Long-term relationships with a single organisation can lead to deeper understanding of their values, operations and clientele, which can be beneficial for both your career and the company’s success.
What does the future look like for you and the industry?
The future appears to be quite promising. The industry I work in is currently experiencing significant growth and expansion and it seems poised to continue on this trajectory. As a professional in this field, my expertise lies in talent acquisition and recruitment and I anticipate that this aspect of the industry will become even more critical. The demand for skilled and experienced staff is on the rise, as companies are increasingly recognising the importance of having the right people in key roles. I see this trend continuing into the future, with businesses placing a high value on the ability to attract and retain top talent. Roles like mine, which involves sourcing and connecting the right candidates with the right brands, is likely to become even more vital in this evolving landscape.
As the Director of Recruitment at Kamaxi Overseas Consultants, what are the attributes you look for while hiring?
Individual personality: Assessing an individual’s personality involves evaluating their overall demeanor, presentation, composure in handling various situations, confidence, sharpness and other related qualities when we’re considering candidates for hiring.
Experience: Experience in the relevant field is crucial, as it demonstrates the candidate’s ability to handle the responsibilities of the role effectively and contribute to our organisation from day one.
Flexibility: Adaptability and openness to change are crucial attributes, considering the dynamic nature of our industry and the need to adjust to evolving requirements and responsibilities.
Eager to learn: Continuous learning is key in this field. Candidates who are eager to enhance their skills and stay updated with industry trends are more likely to thrive and contribute positively to our team’s success than those who don’t.
Right attitude: We also place great importance on candidates with a positive and proactive attitude, who approach challenges with resilience, teamwork and a solutions-oriented mindset.
How do you think AI will impact the hospitality industry in terms of specific jobs, processes etc?
The hospitality industry has traditionally thrived on human interaction, which is a core selling point that sets our sector apart. While AI can enhance efficiency when appropriately implemented, it is crucial to strike a balance.
While certain processes can benefit from AI automation, much of the essence of the hospitality industry lies in the human touch. Replacing humans with robots might lead to self-service, but it could compromise the personalised and interactive experience that defines our industry.
What is the one app or tech solution you would love to see that will benefit the hospitality industry, whether it is related to operations, human resources, training, customer service or any other aspect of the hospitality sector?
One technological solution I’d love to see for the hospitality industry is a comprehensive, all-in-one software or app that addresses various aspects. For example, Fidelio hotel software provides such holistic solutions, but they are relatively rare. Having a more widespread and accessible technology that streamlines and integrates all these critical elements would greatly benefit the hospitality sector by enhancing efficiency, customer satisfaction and overall management. Such a solution could revolutionise the industry by simplifying processes, reducing costs and improving the overall guest experience.
