Discover how Bhawna's passion for hospitality drives her success in managing and inspiring hotel teams.

In this issue, we are privileged to spotlight an accomplished professional from the hospitality industry, whose career journey is a testament to resilience, skill, and leadership. Graduating from IHM Meerut in 2007, our featured guest has since accumulated 16 years of comprehensive experience across the spectrum of hotel operations, with a particular emphasis on housekeeping. Their professional evolution is remarkable, progressing from Manager of Operations to achieving the pinnacle role of General Manager during their tenure at various esteemed hotels in Patiala. This trajectory not only reflects their adeptness in navigating the complexities of hotel management but also their dedication to fostering environments of excellence and innovation. Our guest's story is a compelling narrative of personal and professional growth, underscored by a relentless pursuit of excellence in service and operational management. As we engage in this conversation, we look forward to uncovering the insights and strategies that have propelled their success in the hospitality sector, offering valuable lessons for aspiring professionals and industry veterans alike.

Can you describe your approach in designing and implementing Training programs for Suba Hotels? How do you ensure they effectively meet the needs of employees and the organization?

Our training programs are meticulously crafted, taking into account the operational challenges, employees' aspirations, and the necessity for a continuous learning curve integrated into their daily responsibilities. The development of these programs is spearheaded by Mr. Jaspal Singh Bhatia, Vice President of Operations, who relies on ongoing needs assessments specific to the hotel environment to ensure relevance and effectiveness.

As the lone female trainer, how do you foster an inclusive and supportive learning environment for all employees, regardless of gender or background?

We prioritize creating an environment where every employee, irrespective of gender or background, feels empowered to pursue growth opportunities. By delineating clear career pathways, we adhere to Suba Hotels' engagement principles. My role as a female trainer adds an additional layer of assurance, encouraging all staff to push beyond perceived limitations. Our extensive training schedule, spanning from early morning to late evening, offers numerous opportunities for employees to enhance and apply new skills directly in the workplace.

What strategies do you employ to assess training needs within Suba Hotels and adapt your training programs accordingly?

At Suba Hotels, we utilize a robust online feedback system accessible via QR scans, inviting guests to share their experiences directly. This, combined with competitive analysis, continuous employee evaluations, and an understanding of evolving business landscapes, enables us to align our training initiatives with the organization's growth trajectory and talent development from within.

In your opinion, what are the most important qualities or skills for a successful trainer in the hospitality industry, and how do you embody these qualities in your role?

The cornerstone qualities for a trainer in our industry are patience, persuasion, and persistence. My aim is to infuse every learning opportunity with enjoyment while preparing employees for diverse guest service situations. By adapting learning opportunities to fit within employees' schedules, we minimize classroom sessions, emphasizing on-the-job learning that meets real-time guest expectations.

How do you stay updated on industry trends and best practices in training and development?

Adhering to the principle that "Learning never stops," I continuously seek new knowledge through sessions led by Mr. Jaspal Singh Bhatia, VP Operations. This commitment ensures I remain at the forefront of training delivery, engaging employees effectively within our learning ecosystem.

Collaboration with other departments is essential in a hotel setting. How do you ensure alignment between training initiatives and the goals of different departments within Suba Hotels?

Aligning our training efforts with departmental objectives is critical to achieving guest satisfaction through standardized processes. This alignment is continuously validated through guest feedback, TripAdvisor rankings, and Google reviews, ensuring our service standards are consistently met or exceeded.

As Assistant Manager Training, you may encounter resistance or skepticism from employees regarding the value of training. How do you address such challenges and effectively communicate the importance of continuous learning and development?

Addressing employee concerns begins with clarifying the personal benefits of training sessions, emphasizing their role in personal development and contribution to building intellectual capital. Demonstrating the direct impact of training on career growth fosters a more receptive attitude towards implementing new skills in their roles.

How do you address such challenges and effectively communicate the importance of continuous learning and development?

Our focus is to make learning initiatives valuable for every employee, facilitating the application of new skills to streamline tasks and enhance service quality. By employing a variety of engaging methodologies such as quizzes, assessments, and role-playing, we ensure that learning is accessible, practical, and directly contributes to enhancing both the guest experience and internal operations.

This Interview is Published Exclusively on HospitalityNews.in.