Exclusive Interview | Dinesh Mhatre,Executive Chef, The Orchid Hotel Pune

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Whatever it is, the way you tell your story online can make all the difference.

Editor: How did it all start? Share your culinary journey with us.

My culinary journey was sparked by my father's small catering business, known as Guru Datta Catering. During my school days, I eagerly accompanied him during vacations to observe, savor, and relish the culinary experiences. This ignited a deep passion for cooking within me. However, my aspirations leaned towards modern cuisine and achieving a significant chef's position. Despite my desire to enroll in a Hotel Management course after completing my 12th grade, financial constraints compelled me to take a different path. I embarked on a three-year kitchen apprenticeship at Oberoi Flight Service in Andheri, Mumbai. This foundational experience paved the way for my entry into the culinary world.
Following my apprenticeship, I embarked on my professional journey at The Orchid Hotel in Mumbai, serving as a Commis from 1999 to 2002. Subsequently, I became a part of the pre-opening team at Hyatt Regency Mumbai as a Commis, which marked the beginning of a remarkable 14-year tenure. My trajectory within Hyatt was nothing short of transformative – progressing from Commis to Chef de Cuisine. Throughout my time at Hyatt, I engaged with diverse culinary outlets and collaborated with three accomplished Italian chefs. A pivotal moment occurred in 2007 when I had the privilege of representing India during a sponsored visit to Italy by the Italian Embassy. This exposure deepened my understanding of Italian cuisine and culture. In 2015, I sought fresh horizons and joined JW Marriott Pune as a Banquet Chef. Steadily, I ascended to the role of Executive Sous Chef, overseeing substantial events such as weddings and conferences. My journey led me back to Hilton Mumbai in 2019 as the Executive Chef before embracing roles at prominent establishments including Courtyard by Marriott Ahmedabad and Radisson Blu Kharadi Pune. A unique opportunity then arose to work with Kamat Khandan at The Orchid Balewadi, reuniting me with my culinary roots.

My culinary philosophy revolves around delving into the essence of each cuisine and culture, crafting dishes that resonate with diverse palates, and consistently exceeding guest expectations.

Editor: What are your earliest memories of the kitchens you worked in?

My initial forays into the culinary world were marked by unrelenting dedication and extended hours of work. These foundational experiences instilled within me a profound understanding of the kitchen's rhythm and its relentless demands. In those early days, recognition was scarce despite the unwavering effort invested. This reinforced my belief that the culinary journey is an everlasting learning process, with no bounds to what one can absorb and achieve.

Editor: A dish your patrons/guests love

The dish that has resonated most deeply with my patrons is one crafted with unwavering passion and commitment. This fervent dedication and the personal touch I infuse into my creations have led to a strong connection with my patrons.

Editor: A dish that you love but do not have on your menu

Yes, there's a cherished dish that holds a special place in my culinary heart – "Mutton Hara Masala." While it may not have found a place on my menus thus far, its rich flavors and intricate preparation make it a personal favorite that I am eager to share with discerning diners in the future.

Editor: What according to you does it take to become a successful chef?

Becoming a successful chef requires an unwavering commitment to hard work, a steadfast belief in oneself, and an unbridled passion for the culinary arts. The relentless pursuit of excellence, coupled with a genuine connection to the craft, sets the foundation for a truly accomplished culinary journey

Editor: What advice would you give to a young culinary student?

To the aspiring culinary students, I would urge them to channel their passion into their work, anchoring their focus on their professional journey. While monetary gains are significant, prioritizing a steadfast dedication to the craft and an unquenchable thirst for knowledge will invariably pave the way for a fulfilling and successful career.

Editor: What instruments/ equipment/devices you cannot imagine working without?

While a multitude of tools graces the culinary landscape, the quintessential knife remains an indispensable companion. However, I firmly believe that the cornerstone of culinary success lies in the ardor one holds for the vocation. This passion becomes the driving force that conquers the countless obstacles that may arise.

Editor: Your favorite ingredient is…

Among the myriad of ingredients, my heart resonates with the rich offerings of Indian sweets. The intricate play of flavors and textures in traditional Indian sweets encapsulates the essence of our diverse culinary heritage.

Editor:  Name chefs, you find amazing or chefs' work you admire

Among the esteemed chefs, two individuals stand out for their distinct attributes. Chef Giovanni Parella's affable demeanor and his ability to maintain a calm and composed ambiance in the kitchen are truly remarkable. Additionally, Chef Kedar Bobade's unwavering commitment to precision and his resolute approach towards work, coupled with exceptional teamwork, inspire me deeply.

Editor: What books should every chef read?

While an array of culinary literature exists, I am an advocate for recognizing the fundamental source of culinary wisdom – one's own mother. Our mothers, as the unsung culinary heroes in our lives, possess an innate mastery of flavors, techniques, and the art of nourishment. Learning from their wealth of knowledge and experience can provide invaluable insights that complement formal education.

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Exclusive Interview | Mukesh Rakshit, Director of Operations, Sayaji Hotel Kolhapur

Everyone has wanted to succeed in a very short tenure which is creating a fragile structure in the Industry.

Mukesh Rakshit

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

It was an interesting story and a difficult decision to choose hotel management as a career for a small-town boy with completely different aspirations for family & friends, every parent in that era of time wants their child to be a doctor or engineer. I also opted for the same but post one year of preparing for entrance exams I dropped this idea and opted for hotel management. In the initial phase only came to know that hotel management is not so easy, it requires effort in terms of learning and practicality. 

After successful completion of education with practical on-ground knowledge of the operation, the mindset was clear to progress in the diversified field of hotel operation. Like every field, the initial days of your job are challenging, it requires a lot of hard work, dedication, patience, and a positive mindset toward learning new skills and developing yourself. By God's grace I have been blessed with mentors who have always shown a path of success, mentored & guided me to achieve my goals. The best part of our life is we enjoy interacting with different people across various regions, being able to know about diversified cuisines, able to travel to different cities, and having first-hand knowledge of the same. At present, I am residing at Kolhapur which is well known for Mahalaxmi temple.

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

Like every Industry our Industry also has similar attributes of success which are hard work, passion towards your job, the learning attitude is the key for success

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

In recent years of time, everyone has wanted to succeed in a very short tenure which is creating a fragile structure in the Industry. I personally check the attitude & behavior of a person, how important this is job for him, what’s his thought process towards guests and his job, and his ability to work under the different situations which are often in our Industry.

Editor: What is the single factor that got you your promotion?

As mentioned above the only factor that will promote you in your Industry or job is dedication towards your job, hard work, passion, trust in the team, relationship with the guest, and a positive learning attitude of your next-level role. 

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

There are a lot of factors that are impacting the Industry, starting from admission in colleges, post covid Admissions in hotel management colleges reduced drastically which is impacting the supply of manpower, and demands in the Industry risen however remuneration have not improved as per other Industries, working hours are long and non-classified hotels has no proper policies. The college's fees have increased very high in turn the initial pay roles post-completion of courses are very low. The work-life balance and pay scale of the Industry need to be looked upon to improve the thought process of budding hoteliers.

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? 

In the 21st century technology plays an important role starting from the quick reservation to a single-touch checkout process. Let me tell you that chat boats are enabled which are quick in generalized responses, social media platforms have made things transparent where with a click they are able to see a 360-degree view of the property, and a detailed walkthrough of the property which includes rooms, restaurants, and banqueting. The restaurant reservation systems are upgraded, and food ordering and personalized information are stored. I-pad ordering of menu where you can visualize your dishes before ordering.

Editor: Two things you would like to change in the industry.

The Hospitality Industry is growing and we as Indians need to change the perspective of people on how they see a hotelier, still in the 21st century people think that either a hotelier is a waiter or a cook. We need to respect people working in the Industry. Awareness programs need to be created, proper benefit structure to be defined, Salary & working hours need be look upon.

Editor: What is your favorite interview question for candidates' interviews? and why?

I personally want to understand the attitude and behaviour of the candidate along with his family background which helps me to understand his responsibilities in his family and the need for this job to him, the level of his expectations towards guests and his family members. I believe in every position people reach they have the qualifications, knowledge, and skills for that job, so a major point for me is to see the attitude, if it's positive we can mold them as per our process, policy & expectations.

Exclusive Interview | Nishith Kumar, Chief Human Resources Officer,SKIL Corporate Travel

“Hire for Attitude; Train for skill” is the one Philosophy I follow for hiring-

Nishith Kumar

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

It all started when my roommate woke me up in our dorm room to learn the Taj Hotels’ Pre-Placement talk schedule! 

Indian Hotels Company Limited arrived at our campus, looking for HR & Sales MTs in the year 2006, 1 month before our graduation. I never knew that attending the pre-placement talk of the Taj would change my professional course.

I joined the Taj in 2007 as an HR Management Trainee in Mumbai and spent stints in New Delhi, Mumbai, Vadodara, and Bangalore. I left Taj in 2014, to join Hilton Worldwide as Human Resources Manager at their upcoming Doubletree Suites by Hilton Bangalore property. A pre-opening experience was something that I was looking for and this opened up a new chapter in my life.

I moved to Jaipur with Hilton Worldwide in 2016, after spending 2 wonderful years in Bangalore. Hilton Worldwide gave me opportunities to travel to many countries in Asia, including a wonderful week-long trip to Japan. I spent a little over 5 years with Hilton Jaipur and then changed sectors to Healthcare in 2021, owing to uncertainties in the hospitality space.

I spent 18 months with CARE Hospitals, as their group head of Talent Acquisition & HR Automation, based in Hyderabad. It was a wonderful stint again, a completely new sector, high-pressure but equally rewarding.

Post that, I moved to Mumbai with SKIL Corporate Travel as the CHRO.

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

Resilience, resilience, and resilience!

The hospitality, travel, and healthcare sectors are labour-intensive where there are huge numbers of frontline workforce. In such people-centric work cultures, flexibility and resilience is the only tool one needs to succeed as the sector is extremely dynamic and leaders have to adapt to a fast-changing situation.

Share with us 5 skills that you think will be critical for a hospitality career in the future.

1. People Management

2. Coaching

3. Accounting basics

4. Macro view of business

5. Collaboration

What does the future look like? For the industry, you, your project / initiative.

Very solid and promising. People have realized that all of us have “one life” and the COVID period showed us how vulnerable we are in this world. People want to live this “One life” to the fullest and the biggest stress buster is a vacation with friends and family. We have seen a delta growth of 40% in the travel and hospitality space. This trend will continue for some years now and I am happy to state that we are in a great place!

What are the attributes you look for while selecting or hiring?

I have had one philosophy for hiring talent since I started working.

“Hire for Attitude; Train for skill”

If a candidate is 60% ready, he/she should be hired without further ado. It’s the leader’s responsibility to coach the new team member. The team member will also have a learning curve and that needs to be nurtured. It is a great roadmap for the organization and the team members. Basically, a win-win scenario.

What is your favorite interview question & why?

“What do you do when the buck stops with you?” is my favorite question and I ask all the people I interview. The response tells me the manner in which they own up to their roles. The beauty of the response is that there is no right or wrong answer. It helps me gauge the person better and understand the personality. 

Share some of your secrets in keeping an engaged, safe, and happy team.

There is no secret. Give the team member a role that he deserves and keep rotating the role to ensure there is continuous upgrade on his skills which prepares him for the next higher role. Role engagement supersedes any other form of engagement that you do and only reinforces your efforts. A team member is an investment and it needs to be handled the way you handle your personal investment.

What does not exist in the world, but you would like it to?

Open communication does not exist in the world. One might argue otherwise but the reality is that there is always a hidden agenda in all forms of communication. Remove the agenda and you have a seamless approach to business.

How do you think AI will impact our industry? Specific jobs, processes etc?

It is a wonderful thing to use AI for some specific jobs and roles in our industry. For example, AI will chart out my 5-day itinerary to the Maldives in under a minute or prepare the job role and compensation based on a candidate’s resume.

However, it will never be able to understand human emotions, which a person hears while talking to me on the phone or understand the underlying skills a candidate has. The human element will not be discounted, especially in our industry as it is completely people-driven. AI will not be able to iron out my issues in Maldives because the person handling it at Maldives in another human being.

AI will only complement our jobs not replace them.

What is the one app/tech solution you would love to see? (ops, HR, training, customer service, anything hospitality)

An application that can track the efforts of team members. I am not sure about other sectors but it doesn’t exist in the hospitality/travel domain. An application running in the background on the machine or on the server that tracks individual-based efforts that he/she puts in the 8 hours. Analysis of the data from the application will give leaders a clear picture of the work schedules of their team members.

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Exclusive Interview | Mr. Rubin Cherian General Manager, Novotel Hyderabad

Each day brings with it some good and some learning situations; you have a blend of both on your platter

Mr. Rubin Cherian GM Novotel Hyderabad

What inspired you to pursue a career in the hotel industry, and how did you progress to become a General Manager?

The personal interaction and connection with people; realizing how impactful it can be and the opportunity to be able to curate memorable experiences for them is what increased my inclination towards the hospitality industry. The front office department is one that sees maximum interaction with guests along with F&B in any hotel, and personal interaction has always been my strong suit. Following my passion, I worked hard to grow in the Front Office department and over the years realized my dream of being able to oversee the operations of a hotel in totality. Today, I ensure that I interact with every guest possible and ensure they have a splendid time at our hotels. After all, it is all about the experience that our guests take back home.

Can you share some of the key milestones or experiences that shaped your professional journey?

There have been numerous instances that have paved the way for success along with the undeterred resoluteness that I have exhibited in my career span. With the guidance of leaders and mentors along the way, they helped me hone my skills and overcome challenges that have taught me to deal with and cope with situations that I witness in everyday life today. I would term my tenure at Novotel & Ibis Bengaluru ORR as the one that aligned my tangent in the right direction and reassured me that I was on the right path. After that, there was no looking back. The Cluster General Manager role at Novotel Hyderabad Convention Centre and HICC has additionally cemented my vision by achieving goals the hotel hasn’t seen since its inception. It’s these wins and the team effort that make me believe further in myself each day.

What are the primary responsibilities and challenges you face as a Hotel General Manager?

Each day brings with it some good and some learning situations; you have a blend of both on your platter. Ensuring successful operations is key for my role while understanding we are at par with the topline as well as on the lookout for the bottom line. In my role, you need to have a keen eye for detail. The right mix of communication that is passed across the management to the associates is important to ensure transparency and ongoing motivation. Every business has its peak and trough, I develop the strategy along with my teams to balance these out. Our competitive market is also a scope to push my teams to drive more business and churn more revenue across the year. The only challenge is sustenance, that in turn is also an opportunity to balance the business year-long to achieve our targets while maintaining the best hospitality we can provide.

How do you maintain a balance between guest satisfaction, team management, and meeting business objectives?

For me, personally, it is extremely imperative that my teams are content. However, at the same time, I want to ensure that they are instilled with the drive to achieve more. It’s the teamwork that makes the dream work, and I am a thorough believer of that. The right hiring is crucial for a business to sail through. At the end of the day, it is people looking after people to ensure a wholesome experience; that is what hospitality is about. When I know my teams are happy, I am confident the same is dispersed among guests that visit and stay with us. With constant encouragement and motivating events, there are yearlong activations that we plan to attain our business goals. Additionally, my teams are thorough in their approach to maintaining business relationships with our existing clients, while being on the lookout to drive new business to the hotel.

I would love to quote a very inspiring anecdote by Simon Senek who once said – Leaders are not responsible for the job. They are responsible for the people who are responsible for the job.

Take us behind the scenes of the hotel. What aspects of hotel management do guests typically overlook or underestimate?

That is a question that almost all hoteliers will have a similar answer to. I believe the notion that a five-star property or any hotel for that matter needs to be immaculate in its overall service. Furthermore, there is no scope for errors or anything going amiss. While these are service standards and our brands tend to adhere to this, there are times when on the backend, there might be certain issues or challenges that teams face. The management is constantly adhering to norms while they are supporting their teams, to ensure the outcome is perfect for guests. Every hotelier has worked hard to be a part of the team and to support the team selflessly, that is one trait that cannot be taken away from a hotelier. Along the years, we have all done long shifts to ensure smooth operations and to support our teams when they need it the most. These are certain factors that sometimes go overlooked in my opinion. 

Share some interesting anecdotes or stories about managing unexpected situations or demanding guests.

Each day is an interesting narrative that can be chalked out in so many chapters of a novel. The life of a hotelier is unlike any other industry. Hospitality can be as simple as it can be full of surprises.

One memorable incident that comes to mind was when a high-profile guest arrived at the hotel with a last-minute request for a private dinner for his proposal to his partner. The challenge was that the specific venue was already booked for a special event, and it seemed impossible to accommodate the guest's request. However, I believed in going above and beyond for our guests.  

I immediately approached the event organizer and explained the situation, requesting their understanding and cooperation. Fortunately, they graciously agreed to shift the event to a different area within the hotel. With the help of our dedicated team, we swiftly transformed the venue into a romantic and intimate setting for the proposal. The guest was overwhelmed with joy, and we received heartfelt appreciation for making their special moment truly unforgettable. 

During another incident, a high-profile celebrity guest had specific security and privacy demands. Our team had to navigate through various security protocols while maintaining the highest level of service. It was a true test of coordination and professionalism, and we succeeded in exceeding the guest's expectations.

In both cases, effective communication, quick decision-making, and teamwork played crucial roles in managing the situations successfully.

What are some of the most rewarding aspects of your role as a Hotel General Manager?

This is simple! When my teams are sated, my guests are happy, and my owners content. There is nothing more rewarding than seeing my guests leave happy, my staff look forward to coming to work the next day with a joy inexplicable, and my owners have their full trust in the decisions I make towards their assets.

On the flip side, what are the most significant challenges you face, and how do you overcome them?

There are challenges that every role brings with it; however, with the assistance of the core leadership team, I am confident that their teams down the line are being taken care of. Transparency and bringing an issue to light at the earliest has always helped me work along with my teams to find solutions and overcome situations that could have been extremely dire if not looked into earlier. We had COVID-19 which was the most adverse time that any hotelier dealt with. I feel overcoming that has taught me and the entire industry that no challenge can be far too big and that cannot have an alternative. 

Share a memorable guest interaction that left a lasting impression on you.

One of the most heartwarming interactions I had was with an elderly couple who had been returning to our hotel every year on their wedding anniversary. They shared countless stories of their previous visits and how our staff had become like a family to them. On their latest visit, the husband surprised his wife by singing their favorite song in the hotel's lobby, which he used to sing to her during their courtship days. 

Witnessing their love and the bond they had formed with our hotel over the years was incredibly touching. We went the extra mile to arrange a special anniversary dinner and invited some of our long-standing staff members who had become dear friends to the couple. It was a magical evening filled with nostalgia and laughter. This unforgettable encounter reminded me of the profound impact we can have on our guests' lives through genuine care and hospitality.

How do you stay motivated and inspire your team during busy periods or challenging times?

The fact that your teams are aware that you are by their side in the most trying times is all that actually makes a difference. My strongest pillars of support are my family and my teams. Undoubtedly, the position that I hold requires a lot of attention that I am able to provide to the hotel, knowing for a fact that my family is supportive and understanding. The moment you know you are not alone, you aspire to push yourself more. With constant motivation and having someone looking out for you is what inspires me the most, and I know for a fact, that my teams do too.

What advice would you give to aspiring hoteliers looking to become General Managers?

Dedication, not giving up easily, finding alternate solutions, consistency and hard work with a blend of smart work will get you a long way! Gaining practical hands-on experience and embracing a guest-centric approach is the key to building a base for this journey. There are no shortcuts here; the more you are true to yourself and your job, the better it will be for you. If you are passionate, this industry is for you. And, if you are instilled with righteousness to make a change, you will indefinitely succeed.

Describe a typical day in the life of a Hotel General Manager, from morning to evening.

Here’s a secret glimpse into the life of a hotel general manager; no two days are ever going to be alike! I begin my mornings with a round of the hotel, go through the morning meetings’; understanding situations that need my attention. However, the floor has a different story yielding each day. Different guests at the lobby, restaurants, at the convention center, etc., I interact with numerous guests on a daily basis. It goes without saying that the conversations are varied. And, usually, it’s these interactions with your guests that would give you the most simple yet practical ideas to improve our services or implement any change and this is what motivates me.

What are your favorite spots within the hotel? Is there a particular area that holds personal significance for you?

Personally, the lobby is one that is forever going to remain of personal significance to me. Over the decades, I have shifted lobbies and worked in different spaces and cities; however, there is one thing that is common across each one that I have been associated with, it is the joy and happiness to see someone walk out of the lobby with a smile across their face. At the end of the day, they may come in with different things in their life, but what they leave with is essential to know that we were able to contribute and make a difference in their life; even if it was for a limited time.

The WOW factor that sets us apart at Novotel Hyderabad Convention Centre is our lush green outdoor landscaped garden with an equally beautiful swimming pool with a waterfall adding to the scenic tranquil beauty coupled with warm service from the heart by our hearts (that’s how we address our team members) that add to our guest satisfaction and has earned us multiple awards and recognition.