Exclusive interview | Vikas Nagar, Hotel Manager, Pilibhit House, Haridwar - IHCL SeleQtions

Every great story begins with a dream and the courage to pursue it.

Mr. Vikas Nagar Hotel Manager, Pilibhit House, Haridwar

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

Every great story begins with a dream and the courage to pursue it. Despite the initial challenges, these experiences teach us valuable lessons and help us to grow. Starting small doesn't limit our potential for success. With passion and hard work, we can achieve our goals and become leaders in our industry. Learning from scratch and overcoming obstacles are all part of the journey to success.

In 2005, I commenced my journey as an Operations Trainee at The Grand in New Delhi. Later, in 2008, I joined Ambassador-IHCL SeleQtions in the same city, where I grew from a Captain to a Restaurant Manager and eventually to the Food & Beverage Manager at Taj Ganges, Varanasi. After successfully leading the Food & Beverage team, I was promoted to the Operations Manager of the hotel. Before joining Pilibhit House, Haridwar- IHCL SeleQtions, I worked at the Taj Ganges and Taj Nadesar Palace, Varanasi.

With my IHCL values, leadership guidance, hard work, and determination, I climbed the position to become the Hotel Manager at Pilibhit House, Haridwar- IHCL SeleQtions. Along the way, I was fortunate to learn from some of the most prominent leaders in the industry, which gave me valuable insights and lessons that helped me achieve my goals and reach new heights. I've realized that teamwork and support are essential in overcoming challenges in the hotel industry. Together, we can achieve great things.

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

In the hospitality industry, success requires a combination of values, work ethics, passion, adaptability, and a commitment to delivering exceptional guest experiences. It's a dynamic and ever-evolving industry, so we must stay ahead of the trends, anticipate guest needs, and continuously innovate. Building a strong team and fostering a positive work culture are also crucial 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 IHCL, we believe that every guest interaction is an opportunity to exceed expectations and create lasting impressions. Let's strive for Tajness and make every guest feel valued and special.

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

When it comes to selecting or hiring individuals, we take pride in our ability to identify a perfect combination of skills, experience, and personal attributes. While technical skills are undoubtedly critical for specific roles, we also prioritize essential qualities such as passion, professionalism, a positive attitude, strong communication skills, and a genuine commitment to delivering exceptional service. We look for individuals who are team players, adaptable, and demonstrate a robust work ethic, as we are confident that these traits are essential for success in any role.

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

For a successful internship, it is important to adapt to the company's values, embrace a learning mindset, build strong rapport, strive for excellence, be adaptable, seek feedback, and remember your goal of building a successful career in hospitality.

What is the single factor that got you your promotion?

Based on my experience, getting a promotion generally depends on various factors such as your performance, leadership skills, dedication, work ethic, ability to exceed expectations consistently, taking on extra responsibilities, having strong problem-solving abilities, and positively contributing towards the goals of the organization. I strongly believe in the mantra "Stay Focused" to achieve success.

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

Hotels are adapting to evolving guest needs with trends such as technology integration, sustainability, personalized and experiential travel, wellness travel, and social media influence. These trends drive innovation and unique offerings in a competitive marketplace.

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

Hotels can revolutionize their operations and enhance their guests' experiences by embracing technology. With the right technological solutions, hotels can streamline operations, provide personalized experiences, make data-driven decisions, optimize revenue, and ensure the safety and security of their guests and staff. By embracing innovative technology, hotels can unlock their full potential and create unforgettable experiences for their guests.

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

AI-powered facial recognition systems improve hotel operations through streamlined check-in, enhanced security, and a seamless guest experience. Additionally, AI is increasingly used in revenue management systems to optimize pricing strategies, leading to higher revenue and profitability for hotels.

Two things you would like to change in the industry. 

The hospitality industry is on the brink of transformation, driven by a growing movement towards sustainability and inclusivity. By reducing carbon footprints, minimizing waste, conserving resources, and promoting responsible tourism, we can create a more sustainable future for our stakeholders and the world around us. By promoting diversity in hiring, creating inclusive work environments, and embracing cultural diversity, we can foster innovation, enhance guest experiences, and contribute to a more equitable and harmonious society. Together, we have the power to make a positive impact and create a brighter future for all.

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

My favourite question will be How do you balance work and life? This question is an opportunity to evaluate awareness, adaptability, accountability, and communication abilities. See their response and gain valuable insights to manage your work-life balance with more ease and confidence.

Exclusive Interview | Kunal Sabharwal, Director Of Sales & Marketing, Vanaam Hotels

“I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays.”

— Kunal Sabharwal

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

Started with F&B production @ Jaypee and moved to ITC Maurya 2002-2005. Pursued PG in HM and moved into Sales. Worked with mid scale, upper upscale and luxury hotels and turned the tables around in terms of revenue and marketing.

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

I think succeeding in the hotel industry requires a combination of various factors. First of all, having exceptional customer service skills is crucial. Another key factor is being adaptable and flexible. The hotel industry is dynamic and constantly evolving, so being able to adapt to changing circumstances and market demands is crucial for success.

This includes embracing new technologies, keeping up with industry trends, and continuously improving services and facilities. In summary, succeeding in the hotel industry requires a combination of excellent customer service, effective communication, cleanliness and hygiene standards, adaptability, strong leadership and management skills, attention to detail, and financial acumen.

Share with us 5 skills that you think will be critical for a hospitality career in the future. FINANCIAL MANAGEMENT, TECHNOLOGY SAVVY, CUSTOMER SERVICE, EYE FOR DETAIL

The new, young traveler wants experiences and insta-ready content. What do you have in store for them?

We understand that the new generation of travelers seeks unique experiences and content for their social media platforms. As a hotelier, we have tailored our services to cater to such demands. VANAAM HOTELS & RESORTS offer a range of exciting activities and local experiences that are perfect for young adventurers, as a hotelier, we have thoughtfully tailored our services to meet the desires of the new generation of travelers. From exciting experiences and Instagram-worthy spots to modern amenities and personalized itineraries, we are committed to providing young travelers with memorable stays and content-worthy experiences.

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

The future of the hotel industry holds immense potential for personalization, sustainability, co-working spaces, and smart technologies. Embracing these trends and constantly staying ahead of consumer demands will be crucial for hotels and businesses within the industry to thrive in the evolving landscape.

In terms of my project/initiative, I envisage a future that is centered around personalization and enhanced guest experiences. By leveraging data analytics and artificial intelligence, hotels can gather valuable insights about their guests, enabling them to provide tailored services and create unforgettable stays. This could include personalized room preferences, curated recommendations, and seamless integration of digital technologies within the hotel experience.

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

When choosing someone to work in hotel sales, there are certain things we look for.

• First, we want them to be friendly and helpful. This means they are nice to people and always ready to assist.

• Second, we want them to have good communication skills. This means they are able to talk to others clearly and understand what others are saying.

• Third, we want them to be organized. This means they can keep things tidy and remember important details.

• Fourth, we want them to be responsible. This means they can be trusted to do their job well without constant supervision.

• Lastly, we want them to be enthusiastic. This means they are excited about their work and can show it.

What is your favourite interview question & why?

My most favorite question to ask during a hotel sales interview is "Can you tell me about a time when you had to go above and beyond to satisfy a customer?"

I really like this question because it helps me understand how dedicated and willing the person is to provide excellent customer service. By hearing their story, I can see if they have a caring and helpful nature, which is crucial in hotel sales.

Describe an ideal hospitality professional.

An ideal hospitality professional is someone who is kind, friendly, and always ready to help others and a problem solver . They make sure that everyone who visits or stays at a hotel or restaurant feels welcome and happy. They are good listeners and pay attention to details in order to fulfill the needs and wishes of the guests. It's important for them to be patient and understanding, especially if the guests have any concerns or questions.

They also keep everything clean and organized to create a pleasant and comfortable environment for everyone. In short, an ideal hospitality professional makes sure that everyone has a great experience and feels like they are at home.

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

1. Treat Everyone with Kindness: Always be nice to your team members and treat them with kindness. It's important to be friendly and helpful so that everyone feels good and happy working together.

2. Communication is Key: Talk to your team members and listen to what they have to say. Be a good listener and share your thoughts too. When we communicate well, we understand each other better and can work together happily.

3. Make Everyone Feel Included: It's important to make sure everyone feels like they belong in the team. Include everyone in activities and projects, and be a good friend to everyone. When we all feel included, we can have fun and enjoy our work together.

4. Be Safe and Caring: Safety is very important. Always be careful and help others stay safe too. If someone gets hurt or feels sad, be there to comfort and help them. Being caring and looking out for each other is a secret to a happy team.

5. Have Fun Together: Work is important, but having fun with your team is also important. Play games, tell jokes, and laugh together. When we have fun, we become happier and our team becomes stronger.

Share with us some new learnings from this project for you, personally.

VANAAM HOTELS is a very new project and growing everyday. With the presence of our Lux and upper upscale hotels majorly in Northern India- Jaipur, Faridabad, Ranthambore, Pushkar we are eyeing on more hotels with west and south. Everyday is a new learning working with different people and meeting different clients coming from all parts of life. This gives me throttle to deliver more in an effective and efficient manner. Working in this system we get used to certain standards and we forget that we are a human being and NOT a machine, so I think, running an extra mile and delivering your best is the learning .

What makes you strange?

My approach towards handling the situations and meeting clients in a friendly way just make them feel at home .

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

Wouldn't it be wonderful if everyone in the world could be kind and caring towards each other? Like a magical spell that would make everyone treat one another with love and respect. That would make our world such a beautiful place to live in!

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

In hotels, there are different jobs that people do, like cleaning the rooms, giving you the keys, or answering your questions. With AI, some of these jobs could change. For example, robots might help clean the rooms. They can move around and make sure everything is neat and tidy.

AI can also help in processes or tasks like checking in and out. Instead of going to a person at the reception desk, you might see a computer or a machine where you can enter your information. It will give you the room key and answer your questions too. This way, you can do these things even faster!

Another way AI can help is by making things easier for the hotel staff. They might use machines to carry heavy things or deliver food to your room. This way, the workers can focus on more important things to make your stay nicer.

But don't worry, even with AI, there will still be people working in hotels. They will always be there to help and make sure everything is going well. AI will just make their work a little different and more efficient.

Exclusive Interview | Ms Kadambari Sabharwal Talwar, General Manager, Courtyard by Marriott Bengaluru Hebbal

I believe that individuals with a forward-thinking attitude and a genuine hunger to learn and grow are the driving force behind innovation and progress. Their positive outlook and unwavering curiosity empower them to overcome challenges and seize opportunities in our ever-evolving industry.

Ms Kadambari Sabharwal Talwar, General Manager, Courtyard by Marriott Bengaluru Hebbal

Tell us about your journey. How did it all start?
Having completed an extraordinary 21-year journey with Marriott on June 15th, I am thrilled to share the remarkable story of my career. Like many of us, I have encountered numerous highs and lows along the way, each of which has shaped me into a stronger and more resilient professional. It all began when I made a courageous decision to step away from a Management Trainee program with a renowned Indian Hospitality Chain and embrace the Marriott Executive Development Program (EDP). Back in 2001, Marriott had a limited presence in India, making my leap into the unknown a truly audacious move. I started my Marriott journey as an F&B EDP, but within the first week, I transitioned to Sales and Marketing, guided by exceptional mentors who believed in my potential to learn and grow. I was entrusted with spearheading groundbreaking initiatives and became an integral part of a committee dedicated to revolutionizing the sales structure with an unwavering focus on customer satisfaction. As the years went by, I seized every opportunity to explore different facets of the discipline, immersing myself in property sales, cluster sales, regional sales, market sales, former NSO setup, and taking on both reactive and proactive roles. I even had the privilege of assuming leadership positions that further honed my skills. Eventually, I made a pivotal decision to venture into operations, driven by a desire to expand my knowledge and become a well-rounded hospitality professional. Today, I stand tall as a Hotel Business leader, filled with immense pride for the journey I have undertaken. Marriott has been my constant companion, providing me with unparalleled opportunities for personal and professional growth at every step. In addition, I am actively involved in the Marriott Women Ambassador Network for South Asia and hold the esteemed position of Vice President for WICCI, Karnataka state chapter. Through my story, I aim to ignite a fire within you, urging you to pursue your passions with unwavering determination. Dare to dream and seize the opportunities that come your way, for it is in these moments that true growth and fulfillment reside. Remember, each person's path is unique, so carve your own trail, embrace calculated risks, and maintain an unyielding focus on your goals. I wholeheartedly encourage you to consider adding Marriott to your own extraordinary journey, where endless possibilities await.

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

Our industry is a vibrant and ever-evolving one, requiring individuals to possess a unique set of qualities to thrive. While grit and determination are essential for navigating through challenging times, it is the unwavering passion, unwavering commitment, and relentless customer focus that truly make a difference and keep the journey exciting and fulfilling. In this industry, success is not merely measured by financial achievements, but by the ability to create memorable experiences for guests, build lasting relationships, and constantly adapt to the changing needs and preferences of our customers. It takes a deep understanding of the industry, a willingness to embrace innovation, and a genuine desire to exceed expectations. Moreover, the ability to collaborate effectively, lead with empathy, and inspire others is crucial in fostering a positive and thriving work environment. Ultimately, success in this industry is a culmination of passion, dedication, adaptability, and an unwavering commitment to delivering exceptional experiences to our valued guests.

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

As a leader, I seek out candidates who possess the qualities that align with our organization's success. Above all, I prioritize two essential attributes: a transformative mindset and an insatiable thirst for knowledge. I believe that individuals with a forward-thinking attitude and a genuine hunger to learn and grow are the driving force behind innovation and progress. Their positive outlook and unwavering curiosity empower them to overcome challenges and seize opportunities in our ever-evolving industry. Additionally, I value candidates who demonstrate exceptional interpersonal skills, fostering collaboration and creating a harmonious work environment. Their commitment to excellence ensures that our organization consistently delivers exceptional results. By selecting candidates who embody these attributes, we cultivate a team of inspired individuals who not only thrive personally but also contribute to the collective success of our organization. 

To work with me, I seek individuals who are energetic, passionate, and savvy. If you possess a proactive mindset and a hunger for learning, I encourage you to showcase your enthusiasm and dedication. Collaboration and innovative thinking are highly valued.

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

 As a young, Aspiring hotelier embarking on your internship, I offer you this advice: Embrace the mindset that the glass is always half empty and it’s up to you to see the positive angle and aim to make it happen. In the hospitality industry, challenges are inevitable, but it is your perspective that will shape your experience. This industry is not for the faint-hearted, but it is also unparalleled in its ability to shape and mold you into a well-rounded individual capable of navigating various aspects of life. It provides you with the inspiration to become a better version of yourself and break through any limitations or barriers that may exist. Embrace every opportunity to learn, grow, and exceed expectations. Embrace the diversity of experiences and interactions that come your way. Embrace the chance to make a positive impact on the lives of others.

By adopting a positive mindset and embracing the transformative power of hospitality, you will not only excel in your internship but also lay the foundation for a successful and fulfilling career in this dynamic industry.

What is the single factor that got you your promotion? 

Resilience

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

The hospitality industry is going to be driven by experience creation and personalization largely. The trend of bleisure along with a sustainable mindset will continue to grow too. We also see a growth in the travel of senior citizens as a segment.

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

I wish there was an app that was a one-stop solution for sustainability but for now, we need to use available online data to grow awareness and have a wider reach around this topic.

What is the one tech/app/software feature you would like to see?  

This could be for guests, operations, etc.I particularly think that this is a tough one as we offer a variety of options to our guests and associates. However, it would be great to build a platform that brings hoteliers together as an industry where we find a common voice.

Two things you would like to change in the industry.

In the current times, I would like to see a lot more candidates embrace industry roles as a career option. I would want people to stop talking only of the long hours and hard work put in by a hotelier and instead talk of the institution it is along with opportunities and growth that they see within the industry.

What is your favorite question for a candidate interview and why? Tell me 2 things that set you apart from everyone else who has applied for the role.

I feel it’s a great question because it talks about the candidate’s ability to know their strengths and be able to present them with confidence. The passion and sense of pride shine out if they are aware of their strengths and development needs.