If I were to transform into a vegetable, the choice would be clear: I would be broccoli. Not only is broccoli one of the most nutritious and versatile vegetables, but it also embodies a unique blend of resilience and adaptability that mirrors my own traits.Read MoreBe prepared. It doesn’t matter what situation you find yourself in if you aren’t prepared to make the most of it.
Be willing to serve. If you want to learn from the best, you can’t be afraid to be an intern or start at the bottom.
Be consistent. Show up every day and show up well.
Be forward. Take a chance and watch as all of your hard work pays off.
Hotel industry must apply a sustainable approach to design, build and operate its premises. We have to ensure that the entire industry complies with sustainable practice.
Read MoreMy first job as a hospitality person was in the engineering department after that I move to the front office as a Bell Boy.
Read MoreRead MoreTeachers who Train, Coach, Guide students to manage any kind of situation creates the best achievers
Read MoreDevelop your senses, embrace the latest food trends and surprise your guests with your best creations
Every profession required different ingredients for success, and to become a successful chef which is a very challenging one, a lot of passion and patience are required.
Read MoreRead MoreCulinary is not a joke, it is a dead serious profession. You are playing with the taste bud of the guests. For me, it is just not a career but it is a lot more than that.
“I always believe in nurturing talent by guiding them in the right direction. ”
Editor: Tell us about your journey. How did it all start?
Journey Started in 2010 as HR Recruitment Consultant in a small city of India (Amritsar, Punjab). Not sure whether it was my destiny or co-incidence 😊that I got an opportunity in Hospitality industry in Nov 2011. It was not an easy move as Hospitality industry is still a TABOO in small cities of India, however when it is your destiny then everything gets into place on its own. I was not from Hotel Management background and everything was very new to me, however with the support of my seniors and determination to become successful in Human Resources, I kept on taking all challenges and moving forward.
Editor: What do you think it takes to succeed in this industry?
It is not about how to succeed in this or any other industry, i believe that an individual should have a goal in his/her life and determination and focus to reach out there. Be Strong, Never Loose your Focus and Keep moving until and unless you reach out to your goal in life. There are many ways to succeed in your career, however its an individual who decides to choose which way. I was lucky enough that I got mentors in my life who have always guided me and helped me to grow.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I firmly believe that if an individual have a positive attitude and eagerness to learn, he/she can become an asset to an organization. Skills can be taught easily as it is a professional competency, however behaviour being a personal competency cannot be changed until and unless an individual knows about and willingly work on the improvement.
If someone wants to work with me: I always believe in nurturing talent by guiding them in the right direction. I am a firm believer of providing Equal opportunity as per the capability of an individual to shape up their career.
Editor: What are some of the trends you see impacting the hospitality industry?
These days there is lot of competition in the market in terms of Hospitality Schools and Hotels as well. Hence the quality in hospitality industry has been deteriorated with time.
Digitalization is the biggest trend these days in our industry which has its own impact, Yes on one hand it is very user friendly, However on the other hand it miss that personal and human touch which is very important in our industry.
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?
Tech/app enabled rooms with attributes like key less check in, in room controls, online in room dining order placement facilities etc
Editor: Two things you would like to change in the industry.
• Taking back Hospitality Industry where the quality of product and people was always the first approach
• Enhanced hygiene and safety protocols and standards
“I am a firm believer of a saying, alternately attributed to Buddha Siddhartha Guatama Shakyamuni and the Theosophists, that goes: When the student is ready, the teacher will appear”
Editor: Tell us about your journey. How did it all start?
Firstly, thank you very much Eclat hospitality team for giving me this honour to share my journey and experiences in the hospitality industry. It all started in the year 2000, exactly 20 years back I choose to step into this industry. There was such a positive vibe when I decided to join my hotel Management course.
I am a hotelier by choice. I am a firm believer of a saying, alternately attributed to Buddha Siddhartha Guatama Shakyamuni and the Theosophists, that goes: When the student is ready, the teacher will appear. Apparently, I have found my academic destiny in my hometown Visakhapatnam- The City of destiny. I have done my three years diploma in HM&CT at Coromandel Institute of Hotel Management and technology. A great mentor Mr Satish who was then my faculty have given me guidance and motivation to explore new frontiers in hospitality and build up confidence in me to move forward. Three years just passed by and I have gone through the industrial exposures at Chennai and Bangalore during my academics which gave me a complete insight of the real operations and that’s how I stepped into the industry.
My first job, I started as Telephone operator followed by different positions. I drifted slightly away from the industry for a couple of years and had taken a Job in BPO which was the most happening profession that time in the town, however, my instincts have driven me to go back to the Hospitality industry. While trying to get back to the industry my mentor Mr Satish has made me understand and realize the orator skills I possess and how these skills could be developed to nurture myself as Training personnel which is one of the key positions in the hospitality sector. With his mentoring, I have given my first interview for the position of Assistant Manager Training & Development and from there stepped into a new era and was heading my career in Training & Development. It was a great experience to be with the HR team and lead Training which gave me multiple opportunities to understand HR functions and support my HR Team on the areas where they require my presence and support.
The overseas opportunity was a miracle and it all happened through Linkedin. An anonymous connection has guided me through job applying process for the Maldives and later turned to be one of my best friend Mr Mohan currently working with Accor – Novotel, Hyderabad. I stepped into the Maldives in the year 2013 as a Training & Development Manager and later got a lateral movement into Human Resources as an HR Manager.
Since January 2019, I am heading the position of Cluster HR Manager working with Sun Siyam Resorts Vilu Reef & Iru Veli. It’s very fortunate that seven years back this group have given me first opportunity to step into the Maldives as Training Manager and the same group later gave me an opportunity as Cluster HR Manager and life goes on.
Editor: What do you think it takes to succeed in this industry?
Primarily it’s the individual’s choice on how much and how successful they would like to see themselves in this industry. Hospitality is not constrained to only hotels or resorts nowadays. Every possible customer interaction has created a platform for hospitality requirements and then the limits of employments have been pushed to various industries. Off late many businessman/ woman and entrepreneurs, private and government sectors have realized the importance of hospitality and they created many career opportunities. When we talk about success in Hospitality, only the vintage wines are sold for a higher price the more they age the more value they gain, however when you look at peoples success it’s all about how smart they understand their current roles and grasp the new functions and techniques of the next level. Most of the organizations believe in lateral movements, and therein comes the training and development role in place which develops the resources and assists them to achieve their career goals.
Eventually, talent and skills are not required to age in the same position in this industry for a long time. As I said currently there is a huge talent acquisition going on internally and hence each and every resource who can prove their capability have abundant opportunities to succeed in the industry. Love and passion for what you do, thinking out of the box and demonstrating your innovations, being creative, being knowledgeable with the current affairs, being empathetic, master the art of listening and being available as and when required would definitely guide you towards success.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
There is a tremendous change in the hiring and selecting process compared to the past. We have abundant resources available in this competitive market, however, logistically challenged place like the Maldives needs resources who are stable and consistent during their employment contract period. It would be very challenging to get a replacement with the required skillsets when we especially seek EXPAT replacement as not everyone is readily available to join immediately. During the HR screening and interview process, we try to understand the emotional stability of a candidate, which primarily includes living on a secluded remote island and amidst the ocean with different nationals under one roof.
Flexibility in working with other nationals and their opinions about team works and past experiences on demonstrating their team works is one of the key attributes. Adaptability, Physical and Mental fitness along with the flexible attitude in nature are very highly desirable. Unfortunately, there are still no clinical ways to imbed positive attitude in a person, as it has to be cultivated within oneself out of their passion and enthusiasm towards their work or anything which motivate them. So, definitely positive attitude is something we definitely look at during our hiring process.
To work with us, they need to be themselves demonstrating the skills they have been hired for by enjoying their works and giving their best. You are hired as you are a specialist in your area of competency and from there you are expected to focus and learn ahead as per the hierarchy.
Editor: What are some of the trends you see impacting the hospitality industry?
As we see the travellers are combinations of age groups nowadays resorts have started to define their strategies based on the demographic group’s personality traits and habits. Nowadays everything needs to be instant and quick and with quality while exceeding expectations. The hotels are now customizing their services as per the choice of the customers. We hire a language specialist to give a homely conversation feel to our guests. Menus are designed in the native languages for the guests. The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites.
Hotels need to make sure their offerings are up-to-date and user-friendly. At business meetings and conferences, travellers expect hotels and conference centres to have high-quality tech equipment and knowledgeable support staff. Increased emphasis on health and well-being. Guests today are taking charge of their health; hotels are responding with well-equipped fitness centres, pools and spas. Increasingly, travellers are expecting innovative wellness options. In addition to healthy food options, growing trends include lighting that energizes, air purification, yoga spaces, in-room exercise equipment and even vitamin-infused shower water. Eco-friendly practices are becoming the norm, as properties focus on renewable energy resources and water scarcity.
Many hotels are installing solar panels and updating systems so that air conditioners and lights automatically switch off when guests leave their rooms. We at the Maldives we give a perfect getaway from home holiday to all our guests. Providing Hassel free experience whilst our guest stay is our main agenda. While giving them adieu we ensure we have packed millions of sweet memories for them to carry home and relish, recollect and revisit us again.
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?
Technology has enabled a great comfort for all the travellers. Easy check-ins, check-outs, and a complete data storage of preferences where we know what our guest choice is. In fact, we receive video calls from our guests before they visit the resort and are very excited to speak to the staff before their arrival. It’s all enabled by technology.
Editor: Two things you would like to change in the industry.
The industry is a self-simulator and the changes are adapted whenever a need arises. Human Resources was once known as “ PERSONNEL DEPARTMENT “ and now the industry has emerged with different synonyms for the same department as Human Resources Development, Talent & Culture Development, Human Capital Management and many other terms.
Change 1 – There should be an extensive justification to be done for the term “RESOURCES “in Human Resources Department while recruiting. I would like to see a recruiting pattern worldwide which few companies are already following currently. Recruiting should be based on skills, potential, experience and passion for what they do. Rejecting the profiles for the employment gaps an individual has in his/her life should be re-looked at, as you never know what bought the gap and probably you are contributing most wonderful resources you have met to another competitor only by following the tailor-made guidelines. I will give an example, I have interviewed a Chef from Thailand in my past who had close to, two years gap in his profile, and when asked about it, he shared about his passion for Paragliding. He saved his earnings to learn this paragliding course and during this process, he met with an accident which delayed his solo flight and took a bit longer to master the art of flying and finally he was flying all on his own. Once he fulfilled his dream he decided to work and we hired him. After coming on board with us, his Tom Kha Kai soup was a super hit in the resort. Perceptions should be parked at their own levels and we should move forward with facts. Talent has no limitations.
Change-2 REFERENCE CHECKS!! I have been debating on this for quite some time and I feel this would be accepted worldwide very soon. Rejecting the profiles based on reference checks has to be re-looked by the companies. A candidate goes through the whole process and gets rejected at a point of “REFERENCE CHECK “. Ideally, the organizations don’t even know about the person giving reference checks and their code of conduct in the company. Relying on someone’s reference comments and rejecting the profiles have to be looked at. An hour of the interview with a candidate and the final decision is decided by one email from an anonymous sender is baseless to consider unless there is a proven and evidential history of gross misconducts and criminal history. In my opinion reference checks received should be discussed with the candidate if you feel he/ she is good to be hired by not revealing the identity of the referee. The candidate should be confronted about the past to get the facts and commitments for the future as this would ease the working environment. It gives confidence and guidelines to the candidate whilst their employment on their future commitment.
“Millennials love experiencing the real culture of a place they choose to visit. They love to share experiences and connect with the locals.”
Editor: Tell us about your journey. How did it all start?
Joining the hotel industry was not a choice. I was into corporate marketing in a software company while in India and returned to Sri Lanka which is my home country. I spent six months looking for a similar role but considering the niche market for the software industry in Sri Lanka, the roles I got were mostly into banking and not heart whelming. My brother who was already in the hotel industry at the time encouraged me to join the hotel industry in Dubai.
My first interview was for the second batch of Atlantis – The Palm, Dubai as Guest Relations however I was not selected. Instead, Aitken Spence Maldives offered me a role as Guest Relations Executive and it was a good offer at the time. In January 2010, I arrived in the Maldives with an imagination of Paradise and having the least idea of what was expected of me except for the tremendous customer service experience I carried.
Editor: What do you think it takes to succeed in this industry?
Passion, working with your heart and hunger for achievement. I was all new to the industry and hardly received any training off the job. It was continuously figuring out your role on the job and how I could apply my experience to apply new techniques and make it a better place. I succeeded initially by being able to “sell” and applying my marketing experience to promote sales and prepare documents. Working long hours was a must as I joined an extremely busy resort and we worked almost 16 hours a day. Building connections help a lot as you grow, the reviews just roll in when the true art of service is rendered.
At present, it is all about rendering love, care and compassion to your team, colleagues and guests. Hospitality can never be a job, it is indeed a passion.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I use emotional intelligence. Initially, it’s the passion to work in the industry. I spend at least 45 minutes on a video call as we mostly hire remote especially for expats. A natural smile is important. Within the first seven seconds, you will start feeling the solid impression of the candidate however there is always a procedure to follow.
We have a standard interview technique designed to assess the competency of a candidate and questions are structured to obtain attitude based real-life scenarios. This has created efficiency in recruitment.
I always believe that the tasks could be taught but never the attitude.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
Learn everything they can within the short stint. Knowledge is the key. Build connections. Focus on all aspects of the department they are selected for and I strongly advise on cross-training as well. If you work for the front office, you must have an understanding of how other departments operate.
I have had efficient interns who were able to grab the role available.
Editor: What are some of the trends you see impacting the hospitality industry?
It was all leading to personalized interactions along with speedy technology. Quick Check-In and Check-out, WhatsApp conversations with guest service hosts instead of grabbing the telephone in the room. Millennials love experiencing the real culture of a place they choose to visit. They love to share experiences and connect with the locals. Social media plays a wide role here. Covid-19 will make use of technology to a very high extent with personalized care and social distancing in mind.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
As mentioned in my answer above, Personalized host experiences through WhatsApp played a wide role in the past few months. Hosts were able to continuously support guests on their queries on and off duty times. It also helped us keep in touch with our guests post departure helping in generating more reviews.
This is also a great chance to keep in touch with our guests as prospective repeaters. All other Social Media channels such as Instagram, Facebook, and OTAs drive business to a large extent.
Review Pro is another great tool helping us to analyze our guest experience. Where we stand in the market against our competitors, what we do best and what we lack. Information is the key to continuous improvement.
Editor: Two things you would like to change in the industry.
Use more emotional intelligence to approach your teams and guests to fit into the new era of hospitality. Teach them the core concept of “Hospitality with the heart”.
Increase in the level of empowerment in team members who are identified as potential performers
Editor: What can we expect in the coming year?
A focus on quality instead of quantity. Guests will be ready to pay higher rates with all airline fares rising tremendously. The challenge is to ensure that we are geared to cater to this market. We in turn will have to educate our teams to continuously promise and deliver an exceptional guest experience. The pandemic has raised caution and we can see brands already working on operational hygiene and safety standards for continuous protection and assurance. Employees will need support with continuous training, and assurance in order to ensure a safe environment. In return, we ought to be ready to deliver exceptional care for those guests willing to travel and spend amidst this pandemic. The demand will remain for those with high safety and service standards in comparison to the luxury of a product.
“I would like to change the exploitation of line-level staffs which still persists in most of the organization despite Labor laws. Working in the hospitality industry means long hours and less personal life. It can be seen in most places that they are not rightly compensated- monetary wise or any other way.”
Editor: Tell us about your journey. How did it all start?
My hospitality journey started with an opportunity which I felt was worth exploring. I come from a non-hospitality background (Master in Economics) and was occupied with two jobs in Nepal when I got the opportunity to join Six Senses in 2008 as a training intern for 3 months with a possibility to get a permanent contract. There was a risk to leave 2 permanent jobs to get one probable permanent job abroad in a different field than I was in. I took the risk and grabbed the opportunity. I never had to look back after that and climbed the ladder up to Human Resources Manager from being a training intern.
My journey to Human Resources Manager has seen me taking different positions like Training Coordinator, Administrative Executive, Manager in Training- HR, Assistant HR Manager and finally HR Manager.
Editor: What do you think it takes to succeed in this industry?
Hospitality is about human emotions and that is the most important factor. While giving your full effort on whatever you do, be genuine, be passionate and constantly innovate then nobody can stop you. You will outshine others with these characters and definitely leave a mark with success kissing your feet.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Attitude, passion and self-presentation are the attributes I look for during the recruitment process.
If someone wants to work with me, they have to give 100% (or more sometimes) effort on whatever they do. Be passionate, innovative and empathetic to staff needs.
Editor: What are some of the trends you see impacting the hospitality industry?
In this current scenario of COVID -19, health and safety is the prime factor impacting the hospitality industry.
Besides this, I can see an increasing interest of people in wellness and sustainability is impacting the hospitality industry. People are becoming more aware now and want to be a responsible guest leaving as low impact as possible to the environment whilst travelling. More and more people are getting inclined to overall wellness during holidays too. Gone are the days when you say cheating on holidays and just eat unhealthily and enjoy as if no tomorrow. Guests are more self-conscious. As I worked in the Maldives I am answering this through my experience there. Wellness activities like yoga, gym with instructor, healthy options in the menu other wellness activities on the weekly calendar is the must for the guests now. Hotels should change their strategies to meet this demand to sustain in the industry.
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?
Everyone loves recognition and the software that helps the hotels recognize the guests, their preferences and their special events is the most important one at this time. Opera is mostly used for this purpose in the hospitality sector. Besides this, online platforms like review pro which collates guests feedback from all the online sources, ‘at your wish’ software which helps to record guests maintenance issues, arrival and departure time etc, micros software for food and beverage orders and storage in stores
Editor: Two things you would like to change in the industry.
Hiring Process- in most of the places, staff are hired depending upon their qualification and experience and the other attributes like attitude, passion gets on the side. This restricts the bright inexperienced people to enter the industry. All HRs should be liberal on this and should not hesitate to take risks if you find the right talent
The exploitation of line-level staff - Working in the hospitality industry means long hours and less personal life. Undoubtedly line staffs are the ones who handle the floor until the last guests leave and work tirelessly for long hours. It can be seen in most places that they are not rightly compensated- monetary wise or Any other way. Labour laws are there but very few are following and compensating their staffs accordingly. Proper compensation for these frontline heroes should be practised everywhere.
Two things you would like to change in the industry
India
1. Minimum wages to be set for line staff or entry-level staff
2. Equal gratuity distribution among all staff.
Outside India
1. Selection and promotions should not be based on qualifications, not the nationality of the person
2. Benefits and packages should be set for the position, irrespective of other factors.
Read More“All hospitality staff must be given 6 days off in a month” - KK Bajpai
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