Marriott's core philosophy, echoing the words of Mr. Marriott himself, centers on the belief that we must take care of our associates, who, in turn, will provide exceptional care to our guests. This principle is not just a theory but a practice deeply ingrained in our approach.
What defines you outside of this job role, gives an insight into the person.
Sukhbir Singh | Novotel Hyderabad Airport
Tell us about your journey. How did it all start?
Over the course of more than two decades, my professional journey has been both engaging and diversified. I initially aspired to work in the front office, leading me to undertake internships at The Oberoi and TAJ. However, my significant breakthrough into the industry occurred in the year 2000 when I joined the Sales team at ITC Hotels, marking a pivotal moment in my career trajectory. Since then, I have consistently strived for excellence, leveraging my expertise with renowned brands such as ITC Hotels, The Oberoi Hotels, American Express, Regus, and ACCOR.
Throughout this period, I have assumed various roles within the hospitality sector, transitioning to American Express for a substantial five-year tenure before briefly contributing to the operations at REGUS. This professional odyssey has facilitated my progression from Sales to the proficient management of extensive hotel portfolios.
What do you think it takes to succeed in this industry?
Possessing a strong drive for excellence, a robust passion for achievement, exceptional interpersonal communication abilities, and a steadfast commitment to continuous learning and development.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
A strong dedication to effective interpersonal communication, coupled with a commitment to customer-centric engagement. Continuously pursuing knowledge with a diverse range of interests.
What advice would you give to a young, aspiring hotelier for their internship?
The internship is an opportunity to observe and soak up experiences. It’s an opportunity to observe the professionals deliver the service in real-time. So instead of focusing on “WHAT” you get to do as an intern, the objective should be to see theoretical knowledge from college being played out in action and its impact.
What is the single factor that got you your promotion?
A resolute dedication to personal development and growth.
What are some of the trends you see impacting the hospitality industry?
The Industry is growing and the growth is here to stay. Environmental consciousness is at the center stage of all policies.
What tech would you like to see in operations? What operational problems need tech solutions?
Global brands have been early adopters of tech solutions. However, the industry continues to look for avenues to use technology in optimizing revenues, controlling costs, reducing our energy consumption, and at the same time making the guest journey as seamless as possible.
What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.
Perhaps tools that help with furthering control on energy without compromising guest convenience.
Two things you would like to change in the industry.
This Industry is truly captivating, offering individuals the opportunity to fully unleash their potential. With its rapid and sustained growth, it certainly appears to be the ideal sector to be a part of for the foreseeable future.
What is your favorite question for a candidate interview and why?
What defines you outside of this job role? It gives an insight into the person.
We envision Grand Mercure Mysore as a place where people come to relax, rejuvenate, and immerse themselves in the rich tapestry of Mysore’s culture.
My global experience managing luxury hotels has significantly influenced my management style. Working in diverse environments has taught me to adapt to various cultures and address unique operational challenges, which is particularly valuable at OZEN LIFE MAADHOO with its diverse guest demographic.In the coming months, you can expect us to continue leveraging technology and automation to enhance guest experiences at DoubleTree by Hilton Varanasi. We are working on integrating advanced data analytics to personalize guest interactions further and enhance operational efficiency.
Read MoreMy favourite interview question is, "If you could design an immersive guest experience that truly embodies the essence of India, what would it entail?" This question allows candidates to showcase their creativity, cultural understanding, and alignment with our vision.
Read MoreIn an age when business management is being more data driven, I still believe in the strength of my own business acumen, supremacy of common sense and emotional quotient over pure analytics.
Read MoreMy advise would be to expose yourself in different departments such as Housekeeping, Front office, Accounts, Revenue , Sales, Food and Beverage. When you find your interest in one of these department, start to micro focussing in that particular department.
Read MoreLead by example – Have always believed this. As a leader, demonstrate the quality and behaviors you expect from your team. Be approachable , supportive and lead with integrity.
What is the one app / tech solution you would love to see?
Read MoreOn the lighter side, an app which will help in identifying a discount seeker or a guest who complains a lot.
Read MoreOne of the foremost skills that an individual must have in hospitality industry is to maintain strong guest relations. Patrons love personalized services during their stay and one who knows their customers and their preferences better gains popularity for their work in the long run.
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?
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
Read MoreAs someone with extensive experience in the industry, I have identified five essential skills that I believe will be particularly important moving forward to provide exceptional service and create memorable experiences for their guests.
Technology proficiency
Cultural intelligence
Emotional intelligence
Sustainability awareness
Creativity and innovation
By developing these skills, hospitality professionals can position themselves for success in the rapidly changing landscape of the industry.
Read MoreSuccess 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.
Read MoreWith every new day we have new challenges and the property with different level have different requirement as per classification, market, ownership, brands. The taste of the guests have also changed in past decade and which is a vicious cycle always but the tech feature has forced the industry to accept and convert the strategies accordingly.
Read MoreWhen you are at an entry level, you have to be skilful, passionate & hard working.
When you become HOD, you must know how to manage your colleagues, juniors, and your bosses.
However, when you reach the GM level, I think common sense plays a vital role more than skills. It is because if you reach this level, you already have skills, but common sense is not so common. This will make you different.
What advice would you give to a young culinary student?
Pursue your passions. I know it may sound trivial but try to work around things that you are good at. Sometimes it takes trying something to know whether you are good at it. Experience can teach you twice as much as education can. Try to partner with the right companies earlier on in your career to grasp all the necessary knowledge and learnings you need to upskill yourself.
Read MoreRead MoreI always look for people who know their job and ready to learn more, we are moving more towards multi skilled team members, who have the hospitality attitude. I believe skills can be taught but not attitude.
Read MoreAI is a fast-growing trend in all industries, particularly hospitality. We are starting to see some very interesting applications that facilitate the day-to-day operations and allow for a fast workflow and better experience for our guests.
Read MoreMy favourite interview question is asking about a challenging situation that the interviewee faced and how they arrived at the solution.
I would love to have software that picks up a guest's family photo from his social media and displays it on his room TV as a welcome page as soon as he checks in.-Manu Vashishth
Read MoreThere should be consistent efforts genuinely put across and look after the people that you work with. These are the keys to success in any of the industries you work in-Utsa Majumder
Read MoreRead MoreBe grounded and patient as the industry has a lot to offer, multiskilling and learning are always ongoing in hospitality- Mr.Shyam Kumar
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