Exclusive interview | Mr Davinder Juj General Manager Eros Hotel, New Delhi

Take initiative and seek out additional responsibilities or projects to enhance your learning experience. Volunteer for tasks, offer assistance to colleagues and be proactive in asking questions to gain a deeper understanding of the industry and operation

Mr. Davinder Juj | GM | Eros Hotel New Delhi

 Tell us about your journey. How did it all start?

 As every good story starts this was a story started with great aspirations and sky-high dreams to go out and express myself with all the passion and motivation I had. The beginning was tough but was a great tutor and it taught me how tough this journey will be in case I would have the courage to pursue my dream. Starting as a steward in a hotel I had my imagination and vision set on the role to be a leader in the industry. I have had a journey of learning from scratch to moving into management. Have worked through Operational and Business development sections during my journey. Have had the opportunity to work with many International brands and have experienced the transition of brands during these years.

What do you think it takes to succeed in this industry?

To succeed in the hospitality industry, it takes a combination of passion, adaptability, and a commitment to delivering exceptional guest experiences. The hospitality industry is dynamic and ever-evolving, so it is crucial to stay ahead of the trends, anticipate guest needs, and continuously innovate. Building a strong team and fostering a positive work culture are also key factors. By empowering and nurturing our team members, we create an environment where they can thrive and provide outstanding service. Lastly, a customer-centric approach and a relentless pursuit of excellence are vital. At Eros Hotel Nehru Place, we believe that every guest interaction is an opportunity to exceed expectations and create lasting impressions. This, coupled with a genuine passion for hospitality, is what sets us apart and allows us to succeed in this industry.

What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?

When selecting or hiring individuals, we value a combination of skills, experience, and personal attributes. While technical skills are essential for specific roles, we also place great emphasis on qualities such as passion, professionalism, a positive attitude, strong communication skills, and a genuine commitment to delivering exceptional service. We seek individuals who are team players, adaptable, and demonstrate a strong work ethic.

If someone is interested in working with us, we encourage them to thoroughly research our hotel and understand our brand values. They should familiarize themselves with the specific job requirements and demonstrate how their skills and experience align with the position. It is important for candidates to showcase their passion for the hospitality industry and highlight any relevant achievements or experiences. Submitting a well-crafted resume or application, along with a personalized cover letter that demonstrates their knowledge and enthusiasm, is always a good starting point. We also encourage candidates to explore any available career opportunities on our official website or reach out to our HR department directly for more information on the application process and any specific requirements.

What advice would you give to a young, aspiring hotelier for their internship?

1. Embrace a Learning Mindset: Approach your internship with a genuine eagerness to learn and absorb as much as possible. Be open to new experiences, challenges, and opportunities for growth. Take advantage of the chance to observe and learn from seasoned professionals in various departments.

2.  Be Proactive: Take initiative and seek out additional responsibilities or projects to enhance your learning experience. Volunteer for tasks, offer assistance to colleagues and be proactive in asking questions to gain a deeper understanding of the industry and operations.

3.  Foster Strong Relationships: Build professional connections with your supervisors, mentors, and colleagues. Engage in networking opportunities and seek guidance from experienced professionals. Cultivating positive relationships can lead to valuable mentorship, future job opportunities, and a supportive network in the industry.

4.  Pay Attention to Detail: Attention to detail is crucial in the hospitality industry. Strive for excellence in everything you do, whether it's maintaining cleanliness, ensuring accuracy in guest requests, or delivering exceptional customer service. Developing strong attention to detail will set you apart and contribute to your professional growth.

5. Develop Strong Communication Skills: Effective communication is key to success in the hotel industry. Practice active listening, communicate clearly and professionally, and adapt your communication style to different situations and individuals. Strong interpersonal and communication skills will enable you to collaborate effectively with colleagues and provide exceptional service to guests.

6. Embrace Multitasking and Adaptability: The hotel industry is fast-paced and dynamic. Embrace the opportunity to multitask and handle multiple responsibilities simultaneously. Be adaptable and flexible in adjusting to changing circumstances, as this will help you thrive in a challenging and dynamic work environment.

7.  Seek Feedback and Learn from Mistakes: Actively seek feedback from your supervisors and colleagues. Embrace constructive criticism as an opportunity for growth and improvement. Learn from your mistakes and strive to continuously enhance your skills and knowledge.

8. Remember, your internship is an invaluable stepping stone toward your future career in the hotel industry. Embrace every opportunity to learn, grow, and make a positive impression. With dedication, a strong work ethic, and a passion for hospitality, you can lay a solid foundation for a successful career as a hotelier.

What is the single factor that got you your promotion?

For me It had typically been a combination of factors, including performance, leadership abilities, demonstrating initiative and a strong work ethic, consistently exceeding expectations, taking on additional responsibilities, displaying strong problem-solving skills, and contributing positively to the organization's goals and objectives.

What are some of the trends you see impacting the hospitality industry?

1. Technology Integration: The increasing integration of technology in the hospitality industry is transforming the guest experience. From mobile check-ins and digital concierge services to smart room controls and personalized recommendations, technology is enhancing convenience, efficiency, and customization.

2. Rise of Online Travel Agencies (OTAs): Online travel agencies have gained significant popularity in India, allowing travelers to easily compare prices, book accommodations, and access attractive deals. Hotels are increasingly focusing on optimizing their presence on these platforms to reach a wider audience and maximize bookings.

3. Growing Importance of Sustainability: Sustainability has become a significant trend in the hospitality industry. Guests are increasingly conscious of environmental impact and are seeking eco-friendly accommodations. Hotels are adopting sustainable practices such as energy-efficient technologies, waste reduction, water conservation, and promoting responsible tourism.

4.  Personalization and Experiential Travel: Travelers are seeking personalized experiences and unique, immersive activities. Hotels are adapting by offering curated experiences, tailor-made itineraries, and local cultural immersion to provide guests with memorable and authentic experiences.

5.  Shift towards Wellness and Health-focused Travel: Wellness tourism has witnessed a surge in recent years. Travelers are seeking accommodations with dedicated wellness facilities, including spas, fitness centers, yoga retreats, and healthy dining options. Hotels are incorporating wellness into their offerings to cater to this growing demand.

6.  Rise of Social Media Influence: Social media platforms are playing a significant role in shaping travel decisions. Hotels are leveraging social media to engage with guests, showcase their unique offerings, and encourage user-generated content, creating a strong online presence and fostering brand loyalty.

7.  Changing Guest Preferences and Demographics: With evolving demographics and changing guest preferences, hotels are adapting to cater to diverse needs. This includes catering to the needs of millennial travelers, solo travelers, digital nomads, and extended-stay guests.

What tech would you like to see in operations? What operational problems need tech solutions?

1.   Streamlining Operations: Technology can help streamline operational processes such as front desk management, housekeeping, inventory management, and maintenance. Automated systems and integrated software solutions can enhance efficiency, reduce manual errors, and improve overall productivity.

2.   Guest Experience Enhancement: Technology can play a crucial role in enhancing the guest experience. Mobile apps and self-service kiosks can offer convenient check-in and check-out processes, keyless entry systems can provide seamless access to rooms, and personalized guest management systems can enable tailored experiences based on preferences and past interactions.

3.   Data Analytics and Insights: Utilizing technology for data analytics and insights can help in understanding guest preferences, behavior patterns, and trends. This data can inform strategic decision-making, marketing campaigns, and personalized offerings, ultimately enhancing guest satisfaction and driving revenue.

4.  Revenue Management: Advanced revenue management systems can leverage data and algorithms to optimize pricing strategies, manage inventory, and forecast demand accurately. This technology can help maximize revenue and profitability for hotels and resorts.

5.  Staff Training and Communication: Technology can facilitate efficient staff training and communication. Online learning platforms, virtual reality simulations, and mobile communication tools can enable effective training programs, streamline internal communication, and improve collaboration among team members.

6.  Energy Efficiency and Sustainability: Technology solutions can contribute to energy efficiency and sustainability efforts. Smart building automation systems can optimize energy consumption, while sensors and monitoring tools can identify areas for conservation and resource management.

7. Security and Safety: Technological advancements such as advanced access control systems, surveillance cameras, and guest safety devices can enhance security measures and ensure the safety of guests and staff.

It's important to note that the specific technological solutions needed can vary based on the unique operational challenges faced by each property or hotel group. Assessing the specific pain points and requirements of an operation is crucial in identifying the most suitable technological solutions.

What is the one tech/app/software feature you would like to see?  This could be for guests, operations, etc.

A comprehensive smart personalization platform that seamlessly integrates with various hotel systems (property management system, guest profile database, CRM, etc.) to offer personalized experiences for guests. This platform would leverage artificial intelligence and machine learning algorithms to analyze guest data, preferences, and behaviors, allowing hotels to deliver highly customized services and recommendations throughout the guest journey.

Two things you would like to change in the industry.

Sustainability Practices: Many individuals and organizations are advocating for increased sustainability in the hospitality industry. This includes reducing carbon footprint, minimizing waste, conserving resources, and promoting responsible tourism practices. Implementing sustainable initiatives can have a positive impact on the environment and contribute to a more sustainable future.

Diversity and Inclusion: Diversity and inclusion are important considerations in any industry, including hospitality. Promoting diversity in hiring practices, creating inclusive work environments, and embracing cultural diversity can foster innovation, enhance guest experiences, and contribute to a more equitable industry.

What is your favorite question for a candidate interview and why?

"Can you provide an example of a challenging situation you faced in a previous role and how you successfully resolved it?"

This question allows candidates to showcase their problem-solving skills, adaptability, and ability to handle difficult situations. It provides insights into their decision-making process, communication skills, and their ability to work effectively under pressure. Additionally, candidates' responses to this question can demonstrate their level of self-awareness, accountability, and the lessons they learned from the experience.

Exclusive Interview | Ajay Kanojia, General Manager Sayaji Pune

Being positive in tough situations is something that every budding hospitality professional must imbibe themselves.

-Ajay Kanojia

Tell us about your Journey. How did it all Start?

My base is F&B when I started working with previous organizations and worked in Front Office, Business development is also experienced. The job is not monotonous & gets a chance to explore oneself. The sales & guest handling experience & know about guest behaviors. Worked with different locations, including Leisure & corporate hotel, South, Kerala, Jaipur, Central part and; working with business Locations, Like Delhi and; Pune. Being F&B background not only restricted me in supervising production & services but my own interest drives me to learn other elements of hospitality and better experiences for guests. Every guest is new and every day is about learning in-depth and the remaining guests focus on true spirits. attention to minute details, Work for the betterment of the guests and Learn out of passion. Focusing on all the aspects of hospitality is what inspires me every day. Hospitality suffered during the pandemic but anything which goes down also bounces back strongly as its nature's rule. So being positive in tough situations is something that every budding hospitality professional must imbibe themselves.

What do you think it takes to succeed in this Industry? 

Working in hospitality always keeps you on your toes and there is no time limit when it comes to serving the guests. The shifting of the departs which is FnB, Front office & sales within the operations is a very dynamic part of working in the industry.

The knowledge of different cities, sectors, different property categories like, business hotels, Leisure hotels & mix of both makes more learnings and better understanding towards guest’s requirements from different departments.

What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do? 

The Positive attitude is the key that I look at in every candidate irrespective of entry-level, mid-level & senior with a smile.  

What advice would you give to a young, aspiring hotelier for their internship?

The Patient is required to work in hospitality. The career initially is slow in terms of Monetary but later stage it becomes very glamourous & great place to work. The learning & public dealing.

What is the single factor that got you your promotion?

Defined Target: Keep employees happy, Business focused, and a Better understanding of terms of revenue management with guest satisfaction.

What are some of the trends you see impacting the hospitality Industry?

Shifting of the workforce to different sectors. Less Student enrollment in Hospitality institutions. Post-Covid the fear in mind to see hospitality going down again.

What tech would you like to see in operations? What operational problems need tech solutions?

Adding new devices to different stages makes work less challenging. Adding better software which help to understand guests more & memorized the visits & experience. Security checks for the rooms which can smartly check the guest before checking out majorly require guest solutions.

What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.

Security Applications for guests & Employees

Two things you would like to change in the industry. 

Good reforms on labor laws on giving Balance between work life & personal life by law for example 5 days working for all industries.

What is your favorite question for a candidate interview and why?

I give departmental situation-based questions for candidates’ reactions & through the process. It helps to analyze the thinking level of a person & gives actual insights.

Exclusive Interview | Rahul Panwar, General Manager, GRAND MERCURE Gandhinagar

Your focus paired with a positive attitude will have you rising quickly through the industry

Mr.Rahul Panwar

Tell us about your journey. How did it all start?

With over 16 years of experience in the hospitality business, I’m currently the General Manager of Grand Mercure GIFT City - an Accor Hotel in Gujarat, where I’m responsible to lead a team of very passionate and hard-working individuals.

This journey started in 2006 as a Bartender and then a Receptionist at a 5-star International Hotel in Delhi after completing my bachelor's in Hotel Management. It seemed a bit challenging when I started, but engaging with new people every day and learning to value them, taught me a lot about the industry. Since then, it’s been an amazing ride with some of the renowned hotel brands across few countries including the USA, China, Vietnam, and of course, India.

What do you think it takes to succeed in this industry?

The hospitality industry is a people-driven business; by understanding human behavior, you’ll not only understand what the market needs but will stand against competitors by creating unique experiences while developing customer loyalty. It is important to understand the culture of your team, accept differences and individuality and know what motivates people to create a healthy working environment. A positive attitude, good listening skills, and desire to innovate can help you go places.

Embrace challenges, they make you better at your job.

What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?

For me, the below 5 characteristics matter the most during any hiring:

• Confidence

• Emotional Intelligence

• Willingness to learn & adapt

• Creativity

• Communication

What advice would you give to a young, aspiring hotelier for their internship?

I would like to share 3 lessons or “P”s that I have learned in the last 16 years.

#1 Patience - It’s all about timing. Your focus paired with a positive attitude will have you rising quickly through the industry ranks. Great opportunities rarely present themselves, and when they do-you must be ready.

#2 Passion – It’s about commitment and determination to succeed. Passion is the root of success in our industry and hoteliers thrive on achieving more, be it customer & employee satisfaction or profits. The real push always needs to come from within.

#3 Problems – Lastly, it’s about making mistakes and learning from them. Hospitality is a testing industry and no textbook can cover the learnings from your real experiences.

What is the one tech/app/software feature you would like to see?  This could be for guests, operations, etc. 

An app that can educate a traveler on energy saving and climate change by calculating carbon emissions from the moment they’re en route to their destination (flight & road transport), energy consumed in rooms during their stay with all lighting/air conditioning/electrical equipment switched on, average single-use plastic items used in the stay and much more.

What is your favorite interview question and why?

My favorite interview question is quite short & simple: “Why did you apply for this role?”; but if rightly answered, it can help me understand the sole motivation and cover multiple questions like Why she/he want this job? Why is the candidate leaving his current job? Why are you the best person for this job? And, Why do you want to work for this company?