In this exclusive and enlightening session of "Hoteliers Talk" with HospitalityNews, we had the privilege of sitting down with the accomplished General Manager, Meeran Farook Ali, from Essentia Premier Hotel Chennai. Here, he generously imparts his remarkable journey within the dynamic hospitality industry and offers valuable insights into the world of hoteliers.

Born and raised in Chennai, his journey in hospitality began at Taj Fisherman’s Cove, where he started as an apprentice. This coastal paradise honed his skills. His next adventure took him to the Middle East, launching a restaurant chain in the UAE, introducing him to international cuisine. In 2000, he joined Le Meridien, progressing from the base level to an assistant manager until 2006. Transitioning to Radisson Blu, he managed the Garden Cafe, even dabbling in flight catering. Later, he became the banquet manager at Asiana, where they transformed it into a popular brand. Moving to Aloft Chennai, he led the food and beverage department, extending support to units in Bangalore and Coimbatore. He continued his journey at ITC Fortune Hotel before embarking on a unique two-year stint with INOX Cinemas during the COVID-19 pandemic, focusing on boosting cinema footfalls and F&B sales. With the rebranding of his previous workplace as Welcomhotel, he returned as a unit head and executive assistant manager. Currently, he oversees Essentia Hotel, a 70-key property with Blue Salt, a buffet-style restaurant with 24-hour in-room dining. Fisherman’s Wharf, known for its lively atmosphere and seafood delights, is a customer favorite with packed sessions.

What inspired you to pursue a career in hotel management, and how has your journey led you to the position of General Manager at Essentia Premier Hotel?

I didn’t accidentally stumble into the hospitality industry. It’s a family affair, you could say. My brother was already deeply involved in hotel management, and my father had his share of experience at Gemini studios before his years with Taj Fisherman’s Cove. I vividly remember those days when I’d watch my brother leave for work, impeccably groomed and well-trimmed. It was all quite intriguing and unique to me. I’ve always had a deep admiration for hoteliers; it’s a bit like being in the military, with that sharp, impeccable haircut. So, my journey into the hotel industry began when I joined Taj Fisherman’s Cove as an apprentice. However, life took me on a little detour to the UAE, but I eventually found my way back and decided to pursue catering in Delhi. But it’s not a path one can simply walk; I believe it’s not just about hard work – you have to genuinely love what you do and give it your all. Each day presents a new opportunity to learn and excel, and that’s the attitude that has helped me find my place in this industry. You see, when I took a two-year break from hotels and ventured into Inox, I always felt like I had left something behind in the hospitality world. So, when the chance to return to the hotel business came along, I embraced it with love and enthusiasm, starting my career anew. Even though I was a unit head, it felt like my very first day all over again, when I had joined Taj. Perhaps that’s what shaped me into the general manager I am today. It’s the idea that every day is a fresh start, a new opportunity, and that’s what keeps me moving forward in this dynamic industry.

Can you share with us the unique features that set Essentia Premier Hotel Chennai apart from other hotels in the region?

We match international hotels when it comes to room size and lifestyle features. Unlike some other places, we may not offer a swimming pool or a gym, but what we do offer is fantastic food, comfortable beds for a good night’s sleep, and top-notch international bathing facilities, including high-quality showers and amenities. Our aim is to stand out, to be unique in our own way, and that sets us apart. Given our location in OMR, where guests typically stay for a maximum of 2 or 3 days, our chic-sized hotels work perfectly. My approach to hotel management involves daily interactions with our guests, where I actively seek their feedback. This interaction forms the essence of what we represent: a hotel where the focus is on providing a good night’s sleep and great food.

How do you go about building a strong rapport with your guests, and why is this important?

My typical day begins with engaging my team and interacting with our guests, giving them my full attention. A key part of my routine is diligently addressing their feedback, whether it’s a comment, a compliment, or a complaint. Surprisingly, complaints often provide the most valuable insights and opportunities for us to improve and deliver our best. I take their comments and conversations to heart, striving to understand their experiences, what they particularly enjoyed, and identifying those “wow” factors that we can enhance. We also make it a point to work on any complaints to ensure that the same issues do not recur. Ultimately, my goal is to guarantee the comfort of our guests and establish a strong rapport with them, encouraging return visits and positive recommendations.

Fisherman’s Wharf seems to be a popular dining spot. Could you tell us about the inspiration behind the restaurant’s concept and its signature dishes?

Fisherman’s Wharf has quickly become a household name, drawing in a diverse crowd, including local IT professionals, expatriates residing in the ECR area, and even diners who have enjoyed our offerings in Bangalore, Hyderabad, and Goa. It’s not uncommon for guests to stop by upon spotting our banner, sometimes even before we officially opened, exclaiming, “Sir, we can’t wait for you to open!” This well-established reputation of Fisherman’s Wharf places a greater sense of responsibility on us to continually improve our services and cater to our customers’ needs. Our signature dishes primarily consist of authentic Goan cuisine, a legacy passed down since our inception in 2005 by our chairman, Mr. Xavier Furtado. These recipes showcase the rich flavors of Goan food, including a seafood touch that makes them all the more appealing. These signature dishes have become our most popular offerings and a testament to our commitment to preserving Goan culinary traditions.

What strategies or initiatives has the hotel implemented to adapt to changing travel trends, especially considering the impact of events like the global pandemic?

The global pandemic has instilled a profound sense of responsibility when it comes to sanitation and hygiene. While cleanliness was always a top priority for us in the hospitality industry, the pandemic elevated it to a way of life. We take this commitment to heart, not only for our guests but also for our colleagues. If someone isn’t feeling well or needs rest, we ensure they have the time to recover fully, so they can return with renewed energy. Our post-pandemic approach is rooted in thorough sanitization, not for mere display, but as a genuine practice. We are committed to being responsible and sensible. One unique aspect of our pandemic response is our dedication to catering to the specific needs and requests of every guest, listening attentively, and making those requests a reality.

Can you share any upcoming developments, renovations, or new services that guests can look forward to at Essentia Premier Hotel?

Our hotel is brand new, just a year old. We are currently in the process of establishing a health club and gym, with ongoing discussions. Additionally, we are focusing on enhancing our ODC services, recognizing the vast potential along OMR. We aim to become experts in outdoor catering, whether it’s for private parties or corporate events. To achieve this, we’re strengthening our capabilities, investing in quality equipment, and ensuring the safe transportation of food.

With the rise of sustainable and eco-friendly practices, how does the hotel incorporate environmental consciousness into its operations?

It’s the responsibility of those in the hospitality industry to adapt and comply with government regulations. Our hotel has taken steps to eliminate plastic usage. We have implemented STP and WTP, which are ongoing processes to ensure good water condition and recycling. Our approach is environmentally conscious, and we are diligent about reducing our ecological footprint. We’ve replaced plastic with paper wherever possible, and in situations where plastic alternatives are necessary, we opt for biodegradable options. Embracing a zero-wastage concept is central to our organizational principles, and we actively work to minimize waste with great enthusiasm.

In your role as the General Manager, what leadership principles do you find most effective in fostering a positive work culture among the hotel staff?

I believe in maintaining an open-door policy, even as a general manager, allowing my team to approach me at any time or from anywhere. And, communication is key. Spending time with your team is vital, as your people are your greatest assets. I make it a point to engage with my team regularly, understanding their needs, addressing their complaints, and embracing their compliments, which fuel our energy. Similarly, I engage with our guests, comprehending their expectations and ensuring we meet them. This hands-on approach to people management is a core practice for me. When it comes to processes, I maintain a zero-tolerance policy. A well-defined process is essential, and when our team conscientiously follows these processes, it results in a seamless experience for both our employees and guests. In summary, my practice revolves around open communication and diligent process adherence.

Are there any leaders in the hospitality industry or beyond who inspire your approach to management, and how have they influenced your professional journey?

I found my initial inspiration for a career in the hotel industry through my brother, who played a significant role in shaping my path. As I progressed in my career and grew both professionally and personally, I encountered numerous role models who instilled in me valuable practices and habits. These individuals have contributed to my growth as a better person, a dedicated professional, and an improved human being in many ways. While I might unintentionally miss mentioning a few names, there are some exceptional individuals like Mr. Vijay Albuquerque, my first general manager at Taj Fisherman’s Cove, and Mr. Iqbal Chida, my second general manager. Their kindness and simplicity, along with their approachability, inspired me to be cordial and open with staff at all levels. There have been other influential figures in my life, such as Mr. Vikram Cotah and Mr. Hari Kumar from Radisson, Mr. Shri Sriharan and Mr.Leo from Asiana, and Mr. Murali Krishna Reddy, Mr. RAO and Mr. Amitava from ITC Welcomhotel, who have served as phenomenal role models. Their presence in my life is a gift, and I draw continuous inspiration from them, carrying their goodness into my daily life. In essence, I am a blend of all these influences, and they keep me motivated to be a better professional.

This interview is exclusively published on Hospitalitynews.in.