By Raynah Coutinho
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Who is the most important guest you have hosted?
On the launch of Holiday Express Inn, we hosted Spence & Becky Wilson – son & daughter-in-law of the founder of Holiday Inn, Kemmon Wilson.
What is the most anxious moment you had that day?
I would have to say that I was quite anxious around the time when they were expected to arrive at the hotel and it increased further when I received news that Wilson had landed at the airport and was on his way.
What is the best thing about your job?
I believe that the opportunity to meet a variety of different people from a number of cultures is something to be marvelled at. Moreover, I enjoy the fact that they all gather under one roof and collaborate with one another, work together. I enjoy a good challenge – multiple situations to tackle and decision-making are components of my job that I find most intriguing.
What is the worst thing about your job?
Well, I have to be in constant contact with other hoteliers, guests and long-term clients. Amidst all this, I am unable to keep up with my own social circle.
Which market or city do you find most exciting as an hotelier?
India, I would have to say is one of the most rapidly emerging markets. I was thrilled to be a part of the first Holiday Express opening in India. The establishment in Ahmedabad is the first of many in this country and it helps to meet the need for international standard, value and convenience-based hotels.
What has been the turning point in your career?
The turning point was when I started working as a part-timer while pursuing my master’s degree in electrical and electronic engineering. The industry attracted me to such an extent that I decided to choose hospitality as my final decisive career.
What is the key ingredient that goes into being a successful hotelier?
Well, I would like to first say that one has to be market savvy. You must have a thorough understanding of the business and market that the hotel is operating in. One has to understand the needs of the guest and provide them with a warm and efficient service through a team of highly motivated individuals. The main point to stress on is delivery of quality service all the time, which is the only way to grow in this industry. GMs must focus on maintaining a general air of happiness amongst the team that will be passed on to the guests. This has been tested and tried at a global level.
If not an hotelier, what would you be?
I guess, followed my official training and become an electrical engineer as I possess a master’s degree in electrical and electronic engineering.
What, according to you, is the best way for a hotelier to unwind?
Soak in a hot tub would be one way to just sit back and relax, away from the busy industry. Alternately, I would slip into the most comfortable clothes and get into a peaceful frame of mind listening to soothing music. I also enjoy a pleasant stroll.
What is the best change you have seen in the hotel industry?
The mid-market hotel space in India now offers a compelling investment proposition, with favourable demand-supply dynamics and an attractive build cost to operating returns equation.
How do you book your hotel rooms?
Well, it depends on the destination for which I would be booking. But most often, I am inclined towards online booking and coordination via e-mail.
What’s your check-in style – self-service kiosk or front desk?
Personally, I would go with front desk check-in. However, I wouldn’t mind having to serve myself for a few select services.
When was the last time you booked yourself in for a spa treatment, while on a holiday?
In this hectic world, a spa treatment is a good way to rejuvenate. I underwent a spa treatment around three months ago.
