Exclusive Interview | Rajib Roy Choudhury, Sr General Manager, Vedic Village Spa Resort
Share with us 5 skills that you think will be critical for a hospitality career in the future.
As the hospitality industry evolves, certain skills will become increasingly critical for professionals to succeed in their careers. Here are few skills that are likely to be crucial for a hospitality career in the future:
Embracing and adapting to technological advancements is crucial in the hospitality industry. Professionals should be comfortable with using a variety of tech tools, such as booking systems, customer relationship management (CRM) software, and point-of-sale (POS) systems. Additionally, understanding and leveraging emerging technologies like artificial intelligence, virtual reality, and mobile applications can enhance the overall guest experience.
As the hospitality industry caters to an increasingly diverse clientele, professionals need to be culturally competent and adept at managing diversity. Understanding and respecting different cultural norms, preferences, and communication styles will be essential for providing exceptional customer service and creating inclusive environments.
The ability to adapt to change and navigate unpredictable situations is vital in the dynamic hospitality industry. Professionals should be flexible in handling shifting customer expectations, industry trends, and unforeseen challenges. This includes being open to learning new skills, taking on different roles, and adjusting to evolving business models.
Soft skills such as communication, empathy, and emotional intelligence are timeless and crucial in the hospitality sector. Building strong interpersonal relationships, effective communication with both colleagues and guests, and understanding and responding to guest needs are foundational for success. These skills contribute to creating a positive and memorable guest experience.
With a growing emphasis on sustainability and environmental responsibility, hospitality professionals should be aware of eco-friendly practices and contribute to sustainable operations. This includes knowledge of energy-efficient technologies, waste reduction strategies, and an overall commitment to minimizing the environmental impact of hospitality operations. Guests are increasingly valuing eco-conscious choices, making sustainability a key consideration in the industry.
What are the attributes you look for while selecting or hiring?
When hiring for the hospitality industry, we typically look for a combination of technical skills, personality traits, and specific attributes that are crucial for success in a customer-oriented and service-driven environment.
Hospitality is all about providing excellent service to guests. Look for candidates who genuinely enjoy helping others, have a friendly demeanor, and understand the importance of exceeding customer expectations.
Effective communication is essential in the hospitality industry. Employees need to be able to communicate clearly with guests, coworkers, and management. Strong verbal communication and active listening skills are highly valued.
In hospitality, small details can make a big difference. Look for individuals who demonstrate a high level of attention to detail, whether it's in maintaining cleanliness, handling reservations accurately, or ensuring that guest preferences are met.
Hospitality roles often require individuals to handle multiple tasks simultaneously. Candidates who can effectively prioritize and manage their time, especially during peak periods, are valuable assets to the team.
As the hospitality industry serves a diverse clientele, employees should be culturally aware and sensitive to different customs and preferences. This helps in providing inclusive and respectful service to guests from various backgrounds.
What is your favourite interview question & why?
Effective interview questions in the hospitality industry are designed to assess not only the technical skills and qualifications of candidates but also their interpersonal and customer service abilities. Here are some of my favorite hospitality interview questions, along with explanations of why they are valuable:
1. Can you share an experience where you had to handle a difficult or dissatisfied customer? How did you resolve the situation?
2. How do you prioritize tasks when faced with multiple responsibilities, especially during busy periods?
3. Describe a time when you had to work as part of a team to achieve a common goal. What was your role, and how did you contribute to the team's success?
4. How do you stay updated on industry trends and new developments in the hospitality sector?
5. Can you give an example of a time when you went above and beyond to provide exceptional service to a guest?
6. How do you handle situations where there is a language barrier with a guest?
7. What is your approach to handling confidential information, such as guest data or company policies?
8. How do you ensure a clean and organized work environment, and why is it important in the hospitality industry?
9. What do you believe are the key qualities of a successful hospitality professional?
10. How do you handle stress or high-pressure situations, especially during peak business hours?
What does the future look like? For the industry, you, your project / initiative.
The future of the hospitality industry is influenced by various trends and factors, and while I can't predict specific outcomes, I can highlight some general directions that the industry might take, such as Technology Integration, Sustainability and Eco-Friendly Practices, Contactless Services, Personalization and Customization, Remote Work and Bleisure Travel, Health and Safety Measures, Cultural and Local Experiences, Flexible Booking and Cancellation Policies, Wellness and Health-focused Offerings, Social Responsibility and Ethical Practices
How do you think AI will impact our industry? Specific jobs, processes etc?
AI is already making a significant impact on the hospitality industry, and its influence is expected to grow in various aspects, affecting specific jobs, processes, and overall operations.
AI enables the analysis of vast amounts of customer data to personalize experiences. Chatbots and virtual assistants can provide tailored recommendations, answer queries, and assist with bookings, enhancing the overall guest experience. AI-powered chatbots and virtual assistants are being used for customer service, handling routine inquiries, and providing instant responses. This can streamline communication, improve efficiency, and free up human staff to focus on more complex tasks.
AI algorithms can analyze historical data, booking patterns, and external factors to make accurate predictions about future demand. This helps optimize pricing strategies, staffing levels, and inventory management. RPA can automate repetitive and rule-based tasks, such as data entry, reservation processing, and invoicing. This automation can increase efficiency, reduce errors, and allow human staff to focus on more value-added activities.
AI-powered facial recognition systems can streamline the check-in process, enhance security, and provide a seamless experience for guests. This technology is being explored to replace traditional key cards and streamline access control. AI is increasingly used in revenue management systems to optimize pricing strategies based on real-time demand, competitor pricing, and market conditions. This helps hotels maximize revenue and profitability.
AI-driven language translation services can break down language barriers, allowing staff to communicate more effectively with international guests. This is particularly valuable in the hospitality industry, which serves a diverse global clientele. Robotic Concierge and Service Robots: Some are experimenting with service robots to assist guests with tasks such as delivering amenities, providing information, and even cleaning rooms. While not widespread yet, this could become more common in the future.
Data Security and Fraud Prevention: AI is crucial in enhancing data security and fraud prevention measures. It can detect unusual patterns of behavior, identify potential security threats, and protect sensitive customer information. While AI brings numerous benefits, it also raises considerations related to data privacy, ethical use, and potential job displacement. Jobs that involve routine and repetitive tasks may be more susceptible to automation, but AI also creates new opportunities for roles centered around AI implementation, maintenance, and customer interaction.
The new, young traveler wants experiences and insta-ready content. What do you have in store for them?
Our property catering to the new generation of young travelers focused on experiences and Instagram-ready content often incorporate various elements to meet their expectations. Here are some features and offerings that can appeal to this demographic:
Unique Experiences: We offer curated and unique experiences such as adventure sports, yoga workshops, or local excursions within the property that provide memorable moments for guests to share on social media. We have Design visually appealing and Instagram-worthy spaces within the resort. This include vibrant paintings, scenic viewpoints- lakes, mud houses, and lawns aesthetically pleasing outdoor that encourage guests to capture and share their experiences. Technology Integration: we provide high-speed Wi-Fi throughout the property to facilitate instant sharing of content. Additionally, we have considered implementing tech-friendly features such as smart room controls, virtual concierge services, or interactive maps.
We Host events and activities specifically designed for social media sharing, such as unplugged evening, BBQ by the pool, Outdoor Brunch’s, Cultural events, live music events, or pop-up photo booths with props and backdrops. Wellness and Fitness: Our Vedic Wellness Centre include wellness and fitness programs, such as yoga classes, spa services, therapies or treatments experiences. These activities not only contribute to guests' well-being but also make for shareable content.
Vedic Village Spa Resort offer diverse and visually appealing food and beverage options. Unique culinary experiences, themed dining outlets, and interactive cooking sessions which can be shared on social media platforms. Environmental Sustainability: Showcasing the resort's commitment to sustainability, eco-friendly practices, and responsible tourism. Young travelers often appreciate and share experiences that align with their values.
Collaborations and Influencer activation Programs: We have partnered with local influencers or travel bloggers to showcase the resort. Consider creating special packages or exclusive experiences for influencers to promote on their platforms. One such activity was to collaborate with Cleartrip in their IA program and get featured in BBD sale of Flipkart
Incorporated interactive art installations, therapeutic art of pottery, frames or paintings by Goomty in lobby and reception area that encourages guest participation and sharing. These visually appealing features have become popular photo spots. We have organized Social Media Challenges and Contests- Creating social media challenges or contests for guests to participate in during their stay. These have actually increased engagement and encourage user-generated contents.
Vedic Village Spa Resort
We featured Rajib earlier as well!
September 16, 2020
“I am also a passionate cook, an ardent music lover, photographer and movie buff, am a person who loves to travel for memories and food.”