Tell us about your journey. How did it all start?
Coming from a hospitality lineage, a keen interest in the field was prevalent. On completing my hotel management from Sophia Polytechnic I soon found my place in some of the top hotel chains in India that taught me the fundamentals of the industry and instilled structure in my activities. Climbing up the ladder of success, I have been a proud part of Sofitel Mumbai BKC since four years. Being at the epitome of my career so far, the brand has given me the freedom to work, think and has served as a catalyst in my growth as a better person – personally and professionally.
What do you think it takes to succeed in this industry?
The essence of the hospitality industry lies in the contentment of our guests. Therefore it becomes essential that a unit must invent and re-invent their services to give a consumer a fresh experience each time. Moreover it is vital that the unit goes the extra mile to make the guest’s stay pleasurable.
The foundation of our training lies in the fact that one needs to serve from the heart, which Sofitel refers to as “Cousu Main” in French. The hotel staff is well-trained and is rewarded each time they make an extra effort to add to guest’s delight. The Cousu Main service encourages our team to notice the finer details of a guest’s requirements.
What are the attributes you look for while selecting or hiring?
Accor has been ranked 20th, amongst the “Top 50 Great Places to Work” in India. While selecting or hiring we feel it is important that the candidate must be zealous about food and beverage as well as service.
We believe that only individuals who are truly satisfied with their profile and passionate regarding their workplace can serve others. The additional aspects we look for are commitment and the willingness to work together as a team.
What according to you, can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
While we conduct a comprehensive training of the Sofitel brand values for our trainees, it is important that individuals learn to work outside the mindset of an apprentice and look forward to adding value to the productive unit they are a part of.
The more eager they are to add their inputs, ideas and understanding, the faster they gain quality experience, which enables the organiser to view them as an integral part of the team.
Tell us a little about your average day
Each day at the Sofitel Mumbai BKC has something to look forward to.
My key responsibility areas include interacting with guests and making them feel at home as well as overseeing the functions of the department. A round-up of the outlets, banquets and happening of the day are a part of my daily routine before they open.
Business generation is also a key aspect of my schedule, which keeps me engaged. All in all, an average day in F&B is never the same and that’s the very reason why we are so self motivated.
How do you keep abreast of all that is happening in hospitality?
Team meetings and hospitality publications are the best places to draw information about ongoing trends. While journals and magazines give you a fair idea of the latest happenings in the industry, a key contributing factor is also one’s peer network, which keeps them in sync with the latest developments in the field.
Two reasons why this industry is awesome!
There are a very few fields where the finer details of one’s personality, behaviour and style are refined. Hospitality is one such industry where sophistication and elegance are of great significance. Being a part of a luxury five-star hotel, Sofitel Mumbai BKC is coveted as it exposes you to the crème de la crème of the society.
I also believe in the saying “creativity takes courage” and this industry is filled with it. The field compels one to redefine trends daily enabling one’s creative imagination to work at its best.
Two things you would like to change about the industry.
Every industry has something that needs alteration, however the two most immediate changes I would like to see are:
1) Age in India is considered a parameter for knowledge as people value expertise. As a result of which people’s minds are constrained to a certain perspective, which becomes hard to alter. It is difficult to make people take one seriously and entrust fresh talent with requisite responsibilities as a result of their mind-set. The industry needs to open up to young, energetic and committed professionals with a sense of tact and skill.
2) A balanced life is very difficult to achieve in this industry as it requires constant attention owing to its 24/7 service schedule. Long working hours need to be moderated for a healthier lifestyle.