The hotel game is similar to the F1, in that, an opportunity lost is like a race lost, Harry Thaliwal, general manager of the newly opened Holiday Inn, tells Hotelier India.
This job profile will be vastly different from the past experience of a resort in Penang, Malaysia. How do you plan to tackle it?
There are no real differences at the end of the day…you still end up selling a hotel and its related services, be it a resort or a city location hotel.
The only variable in this equation is the purpose of travel. The key success lies in understanding what motivates each of the guests staying at the hotel.
The needs and wants of every holiday maker are very different from that of the corporate traveller. Having a deep insight into all of their requirements and then being able to deliver them consistently is what will set us apart.
What qualities do you have that you think make you the right choice for this role?
The qualities which are necessary for any person playing such a role in the industry today include adaptability, perseverance and drive.
I feel confident while saying that I possess these qualities. Moreover, I enjoy what I do and I thrive on any new challenge that comes my way.
What is the most challenging part of your job in a business hotel?
It is very challenging in terms of being innovative throughout, while consistently staying ahead of the competition at all times.
There are immense expectations from IHG with its rebranding exercise and therefore, there would be expectations from the very first Holiday Inn as well. How do you plan to handle this?
Managing Holiday Inn Mumbai International Airport is no different from managing any other IHG hotel, especially where expectations are concerned.
Being a global company, we have robust support systems and resources for our use. It is my duty to utilise all these tools of assistance to my full advantage.
What do you see as the USP of your hotel?
The USP is that it has been designed distinctively, keeping ‘You – Our Guests’ in mind.
Is the life of a hotelier similar to an F1 racetrack?
Absolutely! F1 backwards is ‘IF’ and in the hotel game, we have our fair share of ‘if’s’. Just like in an F1 race, we too are a perishable commodity- an opportunity lost is like a race lost, and unfortunately, it cannot be replaced.
You’ve been with IHG almost 17-years now; they must be doing something right?
IHG is a great ‘peoples’ company. They have done the right thing by investing in my potential and career growth. I have had no reason whatsoever to look elsewhere.
Given a choice of deep sea diving or diving into Mumbai’s horrendous traffic, what would you opt for?
I would definitely go with deep sea scuba diving for the peace and quiet that comes with it.
What has been the most unusual experience of your career so far?
This happened when I was in Fiji at The Holiday Inn Suva. The entire city was shut as the prime minister was being held hostage by a Maoist group.
The TV station was about 10-minutes away from the hotel and the parliament about 15-minutes away. I was under constant pressure to supply food to them but due to a dearth in resources, I had no choice but to refuse.
This resulted in threats to burn down our hotel. We had to evacuate all the guests immediately, in the space of a few minutes.
We placed a vehicle in front of the swirl door (the only entry to the property) which bought us a little more time; a few of my colleagues and myself were the only people left and we had to lay low for almost four hours while hundreds of protestors walked across the hotel.
The excellent security personnel at the hotel eventually spoke to the protestors and diverted them out. This was by far the most chilling experience; the memory of that night never fails to send a shiver down my spine.
Where in the world would you like to work the most and why?
I have no preferred locations as such. I believe that every destination has its own charm. I choose only to focus on the positives and get on with life.
Away from your work, what do you do to relax?
I enjoy being fit and healthy and therefore, I grab every opportunity possible to work out or just go for a run.
