Exclusive Interview | Tanveer Kwatra, General Manager, W Goa
/“Success will find it’s way to those who are passionate, hardworking, adaptable, continuously learning, improving, and implementing. That’s it. That’s all you need.”
Tell us about your journey. How did it all start?
My journey in hospitality began when I studied at the William Angliss Institute, where I was initially drawn to the kitchen. I began my career at the Grand Hyatt Melbourne. It was there that I honed my skills and passion for the hospitality industry. Starting as a kitchen steward, I worked my way up through the ranks, learning about every aspect of the hotel and its operations. Over the years, I have had the opportunity to work in various positions within the industry which has given me a holistic understanding of the business. This journey has been a continuous learning experience for me, and I am grateful for every opportunity that has come my way.
What do you think it takes to succeed in this industry?
I will keep it short.
Success will find it’s way to those who are passionate, hardworking, adaptable, continuously learning, improving, and implementing. That’s it. That’s all you need.
Share with us 5 skills that you think will be critical for a hospitality career in the future
Adaptable and open to new ideas in a rapidly changing industry.
Emotionally intelligent to understand and empathize with guests and team members is increasingly essential in hospitality.
Comfort with new digital tools and platforms is crucial as technology continues to shape the industry.
Creative problem-solving and innovation can help set one apart in a competitive industry.
Effective communication in multiple languages can be a significant advantage in the globalized hospitality industry.
What are the attributes you look for while selecting or hiring?
I look for several attributes when selecting or hiring candidates. I look for individuals who are passionate about the hospitality industry and have a strong work ethic.
Secondly, I look for candidates who have excellent communication and interpersonal skills, as the ability to interact with guests and colleagues is crucial in this industry. Individuals who are adaptable and can work well under pressure.
Lastly, I look for talents who are committed to continuous learning and development, as the hospitality industry is constantly evolving, and it is important to stay up to date with the latest trends and technologies.
The new, young traveler wants experiences and insta-ready content. What do you have in store for them?
We offer a variety of experiential activities that are tailored to meet the interests of the modern traveler. W Goa is situated at the most picturesque location that offers numerous opportunities for photography and creating Instagram-worthy content. We also offer unique experiences such as cocktail-making classes, culinary experiences, and synergising holistic sessions. Our team is trained to curate personalized experiences for each guest to ensure that their stay with us is unforgettable.
What does the future look like? For the industry, you, your hotel.
The hospitality industry is constantly evolving, and the future looks promising with new technologies and trends emerging. Sustainability, wellness, and personalized experiences are becoming increasingly important to guests, and hotels that adapt to these changing demands will thrive.
Well, I could tell you about my future plans, but where's the fun in that? Let's just say, stay tuned and expect the unexpected.
What is your favourite interview question & why?
Well, if I shared all my favourite interview questions, then I wouldn't have any secrets left to impress my future interviewees with, now would I?
That being said, I firmly believe that crafting questions that reveal a person's true nature and provides deeper insights into what makes them who they are is crucial, rather than just accepting the image they project. After all, the purpose of an interview is to find the best fit for the role, and that goes beyond just their qualifications and experience. It's about understanding their values, personality, and how they would fit into the company culture.
How do you think AI will impact our industry? Specific jobs, processes etc?
Artificial intelligence (AI) is already impacting the hospitality industry in various ways, including chatbots for customer service, automated check-ins and check-outs, personalised recommendations for guests, and more efficient operations management.
In the future, AI could potentially replace certain jobs such as data entry or customer service roles, but it's more likely that it will augment and enhance existing roles by automating repetitive tasks, freeing up time for employees to focus on more valuable, guest-centric activities.
However, it's important to note that the human touch and emotional intelligence will continue to be critical in the hospitality industry, and AI should be used as a tool to enhance the guest experience, not replace it.
Share some of your secrets in keeping an engaged, safe and happy team.
At our hotel, we prioritise open communication and feedback to ensure everyone is heard and their concerns are addressed, while offering ample opportunities for growth and development through investing in training to help them achieve their career goals, ultimately emphasising a people-first approach to cultivate a strong, motivated, and successful team.
What is the one app / tech solution you would love to see?
The use of technology, has already transformed various aspects of the industry, from operations to customer service. Ultimately, any app or tech solution that can streamline workflow, increase productivity, and provide a seamless experience for guests and staff alike would be a valuable addition to the industry. Although as i've mentioned earlier, while technology can enhance operational efficiency and guest experience, it should never replace the human touch and emotional connection that is essential in the hospitality industry.
