Ila Prabhu's journey in hospitality began in 2007 as a management trainee in housekeeping, despite lacking prior experience or education in the field. An army wife, she seized an opportunity with 'Welcome Jawan' by ITC in 2006-07, transitioning from her role as a lecturer. After rigorous training, she became an assistant manager in housekeeping at ITC Kakatiya in 2017.

Supported by invaluable guidance from seniors, Ila progressed through various luxury hotels within the ITC group, contributing significantly during pre-opening phases. Her curiosity led her to explore different hotel departments, earning recognition for her versatility. Despite starting from a non-hotelier background, she advanced to her current role as a general manager, grateful for the opportunities that have shaped her hospitality career.

Could you share with us your journey in the hospitality industry and how it has led you to your current position as General Manager?

My journey in hospitality has been full of new experiences. Every day brings something new, something different. I began my journey in 2007 as a management trainee in housekeeping. Interestingly, I had no prior experience or education in hospitality when I entered the field. I was a lecturer, teaching BCom students, but being an army wife, I had to relocate every two years with my husband. With the responsibility of being a mother, I decided to focus on raising my children while they were young. However, in 2006/2007, I came across a special opportunity for army officers called 'Welcome Jawan' by ITC, and I decided to apply. My children had grown to a stage where they could manage on their own, and I felt it was the right time to invest in my career.

The application process involved multiple stages of interviews, including one with Mr. Kuldeep Bharati, the GM at ITC Kakatiya. Despite the extensive interview process, I was fortunate to be selected. Following my selection, I underwent a rigorous one-year training program with ITC to become a proficient housekeeper. The training was comprehensive, starting from the basics of room care and guest preparation. After completing my training, I was appointed as an assistant manager in housekeeping at ITC Kakatiya in 2017.

Throughout my career, I received invaluable guidance and support from my seniors, which complemented my hard work. Their recognition of my efforts propelled me forward, leading to opportunities in various luxury collection hotels within the ITC group. I had the privilege of working at seven different hotels, including ITC Rajputana and ITC Grand Para, where I was involved in the pre-opening phase.

As I transitioned into roles involving core operational management, my curiosity led me to explore other departments within the hotels. I sought to understand their functioning and operations, which eventually led to recognition from my seniors for my ability to perform beyond my designated area. With their guidance and support, I progressed to my current position as a general manager, starting from a non-hotelier background.

Today, as I stand before you as a general manager, I am proud of my journey and grateful for the opportunities provided by the company I work for.

As someone with extensive experience in hotel operations, what key lessons have you learned throughout your career contributed to your success in managing hotels effectively?

Experience and learning, I believe, are relative terms. What may be exciting for me might not be as exciting for others. So, for me, every day is a learning experience. Over the last 16 years, I have learned a great deal and have become a better person. Hospitality is a field that fosters personal growth. It teaches you patience, multitasking, and the unpredictability of dealing with people you've never met before, including those who work for you. Every day presents different situations and interactions, all of which contribute to shaping you into a better human being.

Flexibility, adaptability, and patience are qualities that I have cultivated during my 16-year career. I've learned to handle unforeseen circumstances and adjust accordingly. When I first entered the industry, I wasn't as patient or people-oriented as I am today, but these qualities have now become my strengths.

Overall, I've learned that personalization is the key to success in the hospitality industry. Whether it's adaptability, empathy, or being people-oriented, personalization is at the core of it all. Representing a brand means building relationships with guests, and personalization is crucial in fostering those connections. This, I believe, is my greatest achievement and the most significant lesson I've learned in my 17-year career journey.

Could you highlight some of the key responsibilities and challenges you've faced as a General Manager at ITC Hotels, and how you've navigated them to ensure operational excellence?

As a general manager, my primary responsibility lies in ensuring operational efficiency, encompassing revenue generation, cost management, and people management. Operational excellence is the cornerstone of my career success. Challenges are inherent in any role, and how one navigates through them defines the excitement and fulfillment of the job. Effective communication, strategic planning, and decisive action are key elements in overcoming challenges and achieving career success.

Reflecting on past challenges, the COVID-19 pandemic stands out as a significant test for the hospitality industry. The pandemic brought about various challenges, including manpower shortages, resource constraints, and uncertainties in operations. Maintaining team morale, ensuring guest safety, and delivering exceptional service with limited resources were paramount concerns during that time. Our focus shifted from revenue generation to ensuring the safety and well-being of our team members and guests.

During the pandemic, we rallied together as a company to address these challenges head-on. Extensive research was conducted to implement sanitization protocols, provide appropriate protective equipment for staff, and enhance guest comfort and safety measures. Despite the setbacks faced by the hospitality industry, the pandemic served as a learning experience, prompting us to reassess our approach to employee care and guest service. Through collaborative efforts across all levels of the organization, we successfully navigated through the challenges and emerged stronger.

In retrospect, the COVID-19 pandemic taught us valuable lessons and underscored the importance of teamwork and adaptability in overcoming adversity. Today, as we welcome guests with smiles on our faces, we recognize the resilience and unity that enabled us to overcome unprecedented challenges and emerge stronger than before.

Transitioning from the role of Operations Manager to Resident Manager and now as General Manager, what adjustments have you had to make, and how do you approach each position differently?

Transitioning from the role of Operations Manager to Resident Manager and eventually to a General Manager entails a progression of responsibilities, skill development, and mindset adjustments. Initially, as an Operations Manager, my focus was on overseeing day-to-day operations, managing staffing, inventory, and ensuring audit performance. However, as I advanced to the role of Resident Manager, my attention shifted towards guest satisfaction. I became more attuned to guest feedback, striving to enhance their experience and ensure their stay was memorable. Upon assuming the position of General Manager, my primary focus shifted towards operational excellence encompassing various aspects such as revenue management, customer satisfaction, and cost efficiency. This transition in focus was a structured evolution in my career, facilitated by the guidance of mentors, senior colleagues, and my own dedication to continuous improvement.

Women's Day is approaching, and we'd love to hear your thoughts on the significance of this day. How do you believe we can continue celebrating and empowering women in the hospitality industry?

It's an interesting thought, but why wait for a specific day to celebrate women? For me, every day is Women's Day. Women are the creators of this universe, and I believe they deserve respect and recognition every day, in every role they play. Whether it's as a mother, a teacher, or a wife, women excel and inspire in every aspect of family life. Moreover, they shine just as brightly in professions such as medicine, education, space exploration, and hospitality. In every role, women display remarkable talent and strength. Therefore, I advocate for celebrating and honoring women every single day.

As a woman in a leadership role, what advice would you give to other women aspiring to pursue careers in hospitality or any male-dominated industry?

I would say that while it may have been male-dominated in the past, I don't fully agree with the notion of male dominance in the hospitality industry. Nowadays, women are present in every field, including hospitality. In my experience, working with ITC, I've had many female colleagues, and I've never felt that it's a male-dominated field. I want to encourage all my female colleagues to consider hospitality as a welcoming profession. I joined at the age of 36 and have reached this position, which shows that there are ample opportunities for those passionate about their work. Organizations like ours provide support for women to succeed and settle into the industry. The days of considering it a male-dominated industry are behind us. It's time for women to recognize their inclusion and feel like an integral part of it. As long as we assert ourselves and see this industry as ours, it will no longer be seen as male-dominated. Women have a significant impact in every field today, and they have the power to make a difference, even turning it into a women-dominated industry.

In your opinion, what are some strategies or initiatives that hotels and organisations can implement to promote gender diversity and inclusivity in the workplace?

Gender diversity and inclusion are vital, and at ITC, we've made significant strides in this area. We've increased maternity leave and provided additional paid leave days for women to care for their babies before returning to work. Fathers are also granted leave to take care of their children, allowing women to focus on their careers knowing their families are supported. Our hotel facilities include a lovely crèche where mothers can bring their babies, ensuring everyone's happiness and well-being. These initiatives not only support women but also boost morale among all employees, demonstrating that our organization cares about their well-being. Previously, women may have hesitated to work in hospitality due to concerns about work-life balance. However, with these policies in place, women feel confident that they can balance their professional and family lives effectively. Flexible policies like work-from-home and paternal leave contribute significantly to their confidence and encourage women to build their careers with our company.

Reflecting on your experiences, could you share a memorable moment or achievement in your career that you are particularly proud of?

Every stepping stone to success is memorable, but I'd like to share a particularly interesting moment. We were attending a workshop in Delhi, and on the last day, we were supposed to receive our certificates. Our division chief executive unexpectedly joined us, which was a pleasant surprise. As he entered, he announced my name, catching me completely off guard. There were around 50 people in the hall, including prominent position holders. Suddenly, a trolley appeared with a beautifully decorated cake. Mr. Chadda, our divisional chief executive, took the stage and introduced me as the upcoming GM for WelcomHotel Chennai. I was overwhelmed with happiness to be recognized for my work in front of everyone. Then, he invited me to cut the cake. It was an incredibly memorable moment, one that I'll cherish forever. While success brings many memories, there are certain moments that fill you with immense pride. This was one such moment for me, where my achievements were celebrated openly.

Looking ahead, what are your goals and aspirations for the future, both personally and professionally, and how do you plan to continue making a positive impact in the hospitality industry?

Professionally, I aim to continually deepen my understanding of the intricate facets of hospitality. Moreover, I am committed to championing sustainability, inclusivity, and innovation within the industry.

On a personal level, I aspire to be an inspiring advocate for inclusion. By fostering an environment where people grasp the significance of including women, we contribute to building a better world. When women themselves are encouraged to embrace inclusion, they experience a profound sense of belonging, relevance, and empowerment. Therefore, I envision a world where every woman feels embraced by inclusion. Consequently, I strive to lead my personal life as a catalyst for inclusion.

This interview is Published Exclusively on HospitalityNews.in. Catch the complete conversation at https://youtu.be/GJazoUm9Qpw