The small town girl who made it big!

The incredible ordinary small town girl

‘Things are scarce. Opportunities are few. If you don’t work hard, you won’t survive!’

I would hear this often from my parents and teachers who worried about my careless ways. 

These were the years 1977-1995 in Bhopal, an industrial township of hundreds of engineers, doctors, artisans, accountants, workers, from all parts of the country. The children were self-motivated achievers excelling in academics, sports and performing arts and accomplishing the lofty expectations of their middle class parents.

I was a different child. 

Despite taking up Math and Sciences at the behest of my parents to target engineering entrance exams, I held more allegiance to my first love for Language and Literature. Needless to say, I could barely sail through my engineering exams. Tired of academic pressures at the tender age of seventeen, I wished to escape into a completely unknown world of work and skills. I urged my parents to allow me to appear in other (read modest) college entrance exams.

As the great Rumi says – ‘What you seek is seeking you!’

And sure enough, my eyes fell on the National Council of Hotel Management and Catering Technology (NCHMCT) entrance exams facilitating admissions into hotel management diploma courses. I was selected for IHM Lucknow, much to the displeasure of my parents who were unaware of the utility of such skill-based trainings and that too offering a mere Diploma or a Certificate. It was hard to convince an erudite Bengali family. I assured them that I would pursue the customary Degree through distance education and I did keep my word later on.

I boarded the train for Lucknow. Like a homesick adolescent girl fighting back her tears while waving goodbye to the parents whom she had failed so miserably.

The incredible ordinary hotel housekeeper

‘So what do you do at the hotel? Cook or clean?’

This was the feedback I got every time on sharing the news of joining The Oberoi Centre of Learning and Development after completing the hotel management course. No one in my immediate family or friends had the faintest idea that the institution was one of the finest places to begin a career in Hospitality. Schoolmates from my hometown still doubted if ‘Housekeeping’ was a serious profession. They were concerned for my safety. They truly sympathized with me for not being able to make it in engineering, medicine, banking, strategy consulting or law.

And then, there was magic!

Well. Not really. I wish this were a fairy tale.

I started sharing experiences of my work with everyone back home through letters, STD phone calls and extensive talks during the vacation visits. I shared with them how the industry inspired me to handle emotions better; how I prepared budgets and duty rosters, wrote standard operating procedures, designed training calendars, placed orders on emails, and operated the intranet and internet while creating presentations. The world of hotels was new for everyone and they would gobble up those behind-the-scene stories related to VIP guests, floor renovations and staff appraisals. They also witnessed my transfers and promotions. I would share my professional highs and lows with them over the phone.

Just when life was moving on the best track, I lost my mother in a tragic road accident. Consequently, my father needed constant care and attention. All this coincided with the time when I was about to have my first baby.

I also came face to face with the challenges that new (often lactating) mothers confronted during night shifts, double duties and a fixed maternity leave quota.  

After the long deliberation, I quit hotels.

What stayed with me, however, was the spirit of a hotelier who felt deeply indebted to her hotel background. Hotels had been a rich source of learning opportunities, fantastic experiences and even my life partner.

I craved to express my gratitude for the industry in whichever little ways I possibly could.  

The incredible ordinary hotelier-turned-author

And so I decided to write...

To highlight the daily trials of modest hotel workers in India.

To lay bare the struggles of white-collared, blue-collared and non-collared staff, in order to break the stereotypes about hotel professionals.

To reach out to the famous travel writers and presenters who could feature the lives of hotel professionals ardently working to create and keep a world of glamour, even in the contrasting reality of our country.

To help certain parts of the society come out of a feudal mindset and show respect towards service-oriented work, such as hospitality.

To separate ‘services’ from ‘servitude’.

To shatter the outrageous sense of entitlement in a few domestic travellers who seemed to believe that they owned the hotel staff as bonded labourers for the period of their stay.

To alter the deep set bias against Hospitality and uphold it as a respectful career choice among the parents and youth, especially in Tier II and Tier III cities in India.

I toiled away at the writing desk and completed the book manuscript, then titled as ‘The Corridor Chronicles’.

But it was tough to sell the story of a humble hotel housekeeper to the literary agents and commissioning editors. It was an entirely new book concept. After facing a series of rejections for more than a year, the work was finally picked up by one of the leading book publishers in India.

But, I shall always remain grateful for the constructive feedback that few editors provided despite rejecting the manuscript. It helped in shaping up the book tremendously.

Her Master Key: A Hotel Housekeeper’s Stories from Inn-dia (Rupa Publications)

Today, the book stands tall on the bookshelves in the august company of written accounts of well-regarded journalists, ex-armymen, entrepreneurs, politicians, scientists, travellers, media professionals and social workers.

The industry has welcomed the book with open arms with comments from Chef Ranveer Brar and Mr. Rattan Keswani (Deputy Managing Director Lemon Tree Hotels and Former President Trident Hotels at Oberoi Hotels & Resorts) among countless messages pouring in from hoteliers, both known and unknown to me.

The book has also begun to garner the well-deserved public attention for the humble hotel staff working behind-the-scenes through wide media and digital coverage on Hindustan Times HT City, The Telegraph, IANS, Yahoo! Lifestyle, Business Standard, Manorama Online, The Statesman, EeYuva – ETV digital portal, DC Books (Kairali and Mango Imprints) and blogposts of top travel and book bloggers.

All reviews speak one voice. They shall never be able to ignore the hotel workers. Not without a little display of gratitude for the hard work that goes into making their stay comfortable.

My story is incredible ordinary but I firmly believe that the story of every hotelier is INCREDIBLE! 

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The lady who brought boutique hotels to India - Ms. Paul

I heard about the Park hotels in 1997, when I was in the final year of my Hotel Management course at IHM Mumbai. I didn’t appear for the off campus selection as it was being held in Calcutta. Moreover, I had already decided that I’d join the Taj group; it didn’t make sense to travel that far. Fast forward to 2007, The Park Navi Mumbai opened in February and The Park Hotel School, Apeejay Institute of Hospitality was all set to mark its beginning under Mr. Bhuvan GM as its principal. I liked the concept so much that I applied to join as a faculty. I was asked to go for an interview to Chennai as the entire management team was going to be there. That very week I was booked on an early morning flight to Chennai. There was another person accompanying me, who was also shortlisted for the position of HOD, Food Production. The flight was on time, the hotel car picked us and we were led to The Park Chennai.  As we approached the hotel we saw steel doors instead of the regular glass ones that give a grand view of the hotel’s plush lobby. The moment the door opened it gave a glimpse of some cameras and lights; the reception counter was designed like a boat and the floor looked like the sea. I was amazed at the design of the hotel and also the staff uniforms. I didn’t know much about boutique hotels then, did have an idea though, having read in books; but not anymore, infact I have done a blog on boutique hotels.

We went to our respective rooms to freshen up and got ready for the interview. We were then asked to go to the business centre close to the hotel where the Financial Review Meet was in progress. All the General Managers of the hotels, Finance heads, MD, and Chairperson Ms. Priya Paul were there. Until this time I wasn’t really sure if I wanted to join the new organization that was so very different. Just to remind, I came from a very conventional hospitality college that had rules fit for an Army; equally strict with the norms as well asthe dos and don’ts was the Taj Mahal Hotel, Mumbai where I had worked. We waited for the Managing Director Mr. Vijay Dewan and Mr. Lemuel Herbert, who was then the General Manager of The Park Bangalore with an additional responsibility of setting up the hotel school.  They interviewed us during their tea break.

That was the first time I saw Ms. Paul who was surrounded by the unit heads and she stood in the centre with immense grace, power and a magnetic sense of authority, she was charismatic and had a magical aura about her. I wanted to work with her and be a part of the organization; wanted to make sure that I did well in the interview. The interview was quick and I was selected as an Associate Professor and Head of Department for the Hotel school. I became a part of this esteemed organization on 5th April 2007, the day Apeejay Institute of Hospitality was inaugurated. I had the privilege of being the master of ceremonies for the event and also host the first program offered from the portals of AIH, the Supervisory Development Program.

I remember once while Ms. Paul was addressing The Park Management Trainees, one of them asked her why The Park Hotels didn't have common SOPs and hierarchy across the chain, she replied saying that The Park wasn't a chain it was a collection. Every hotel had it’s own identity and she wanted a 25 year old, like him to manage her hotels. She didn't believe in that kind of standardisation and hierarchy. Her hotels are a reflection of her personality creatively inspiring, spontaneously joyous, daringly different and making things fun. The mantra that her teams follow are, 'Work hard and party harder'.

She has a picture-perfect memory; she remembers every change one makes, be it a deviation in the recipe or an art work shifted from its original place. She also remembers her staff well and takes keen interest in their development and ensures empowerment at every level. Her hotel’s HR policies put its people first.

Mr. Lemuel Herbert was the General Manager of The Park Bangalore, that opened as the first boutique hotel of the collection; it could very well be called the first luxury boutique hotel in India. When I asked him what it was like; being a pioneer, he said, "With The Oberoi, The Leela and ITC Welcomgroup in the wake of my career, I was on Ms.Paul's team as general manager of The Park Bangalore in July of 1999. The hotel was in the throes of a metamorphosis to emerge in it's new avatar as a Boutique hotel that would blaze a trail in India. I had gone out personally to procure and display for Ms.Paul, crockery and cutlery samples for the new hotel”. She smiled patiently and said "Lemuel why don't you go out again, and this time have fun choosing stuff". I smiled awkwardly but her message hit home, break free of your earlier paradigms! The next display brought a smile on her face that said “Now we're talking" Ever since I've told my colleagues, especially during induction, make your work fun, you'll love it”.

The Lady with the Midas Touch

Ms.Priya Paul is the epitome of the empowered woman. The chairperson of the ApeejaySurrendra Park Hotels Ltd., Ms. Paul is a multifaceted lady, who wears numerous hats with élan. She is a successful entrepreneur, a devoted daughter, wife and a mother. Champion of women empowerment, she is also an active industry supporter. She has often been dubbed as the leading lady of the Indian Hospitality Industry, the lady who brought the concept of boutique hotels to India. Having a keen eye for design and detailing, she is extremely creative and social. These qualities not only make her popular in the industry but also loved by her staff. She is a great mentor anda leader par excellence. She turned her hotel into spaces where guests did not just stay confined to their rooms but indulged in an experience of luxury and comfort throughout the hotel. She is a lady well travelled and well read, drawing from her ownexperiences; she managed to create a collection of luxury boutique hotels with sophisticated interiors, decorative themes and immaculate service. An art collector, design aficionado and a creative powerhouse, no doubt she is the pioneer ofboutique hotels in India, that are architecturally unique.

Early Life

Ms.Priya Paul was born into a privileged business family in Kolkata on 30th April 1966. It was the year her father launched their first hotel, The Park Kolkata.She studied at the Loreto House Calcutta and graduated in Economics from Wellesley College, USA.She then joined the hospitality division of her family business, after completing her studies, at the age of 22. She started her career as the Marketing Manager of The Park New Delhi in 1988;initially worked under her father Mr. Surrendra Paul and just two years later, she became the Acting General Manager of The Park New Delhi.  She went on to become the Chairperson of the ApeejaySurrendra Park hotels in 1990, after her father’s untimely demise. The family went through some challenging times but as it is rightly said tough times don’t stay but tough people do; they kept together, consolidated what their father had built, garnered the strength to not only be each other’s support system but also to steer the ApeejaySurrendra group to great heights.That was the consequence of setting new standards, streamlining operating procedures and hiring the right professionals. As a family they took charge of the situation and emerged winners; and there has been no looking back!

Ms. Paul has redefined hospitality in India.She knew that her hotels had to stand out and be noticed; that lead to the boutique hotel concept shaping up in her mind with the vision of ‘Leadership Through Differentiation’. She’s self driven and constantly challenges herself to offer something innovative. With her eclectic sensibilities, keen eye for design and extremely fine aesthetic sense;she has been able to create great hotels, each very different from the other. When Ms. Paul took over the reins of the hospitality division of the ApeejaySurrendra Group in the 1990s, hotels in India were formal places. Her belief was to be AnythingBut Ordinary! She made her hotels hip with lounge bars, discos, innovative restaurants, sponsoring fashion and art shows; not something that many hotels did, back then!

Today, The Park Hotels is a name to reckon with in the hospitality industry with a nationwide presence. They have emerged as stylish, edgy, fun and warm; which is a true reflection of contemporary India;winning national and international recognition.Headquartered in Kolkata, West Bengal, India, The Park hotels are located in Kolkata, Visakhapatnam, New Delhi, Bangalore, Chennai, Navi Mumbai, and Hyderabad. They also have managed properties under the Park Collection and Zone by The Park.

Zone by The Park, envisioned as a Social-Catalyst brand, is much more than a hotel, designed to cater to the needs of ‘design conscious, price conscious’ customers. With relaxed, un-boxy spaces, a happening bar, restaurant and buzzing nightlife, it is a place where people can make new connections, refresh and recharge themselves. Drawing from The Park’s design spirit, the concept envisions an interactive series of lively spaces using the best of contemporary design, with creative and playful interiors, multi-functional spaces, great restaurants, bars and vibrant nightlife.Zone has its presence in Coimbatore, Jaipur, Chennai ORR, Raipur, Bengaluru, and Jodhpur with upcoming hotels in Igatpuri, Pondicherry and Goa.

Ms. Paul says, "When we started the concept of boutique hotels, nobody in India knew what was happening in the rest of the world, so we had to establish the concept. Today, you don't have to look to the world at all; The Park Hotels are adequate in indicating the global buzz”.

Awards and Recognition

Ms. Priya Paul’s contributions to the industry and commerce, particularly in the field of Hospitality and Tourism have been repeatedly recognized and she has received several awards and citations.

She has been awarded India's fourth highest civilian honour, the Padma Shri in 2012. She was conferred the prestigious Insignia of Chevalier de l’Ordre National du Mérite (National Order of Merit) an Order of State, granted by the President of the French Republic in 2014 and has been inducted into the FHRAI Hall of Fame in 2010. To commemorate her contribution to the hotel industry for 25 years, ‘Hall of Fame 2011’ was bestowed to her by Hotelier India. She has also been honoured for her outstanding contribution to hospitality industry by AHEAD Asia 2018 hosted by Sleeper magazine.

She is a Trustee of the Indira Gandhi National Center for the Arts (IGNCA) and Board Member, National Council of Science Museums. She is an Executive Committee Member and Ex- President of Hotel Association of India (HAI), is a founder member as well as the Ex- Chairperson of World Travel &Tourism Council (WTTC) -India Initiative, Chairperson South Asia Women’s Fund, and a member of Harvard Business School’s India Advisory Board.

Ms. Paul has received the FHRAI (Federation of Hotel and Restaurant Association of India) Entrepreneur of the Year Award in 2000, was recognized by Forbes online as one of India’s 100 most powerful business women in 2006, and was conferred the Zee Astitva Award in the Business category in 2008. She has also been awarded the ‘Spa Personality of the Year’ for the year 2009-10 by Asia Spa India. India Today Woman in Business Award and PHD Chamber-Distinguished Women Entrepreneur Award for 2009-2010.

Known for her design acumen Ms. Paul was awarded ‘Excellence in Design Innovation 2011’ by Condé Nast Traveller India, She was awarded the AatithyaRatna Award by the Hotel Investment Forum India, 2011. Since 2011, Fortune India has consistently listed Ms. Paul in the 50 powerful business women in India.

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The girl who asked many questions- Pamini Hemaprabha

Growing up in Armed forces family is the best thing that happened to me. As my dad was in a transferable job, serving in Indian Air Force, I had the best upbringing a girl child could have ever asked for. I was born in Calcutta, studied in Gujrat, Delhi, Mumbai, Nagpur, Coimbatore etc and raised up more as an Indian as supposed to someone from only one state! I loved that clarity about my life and shall be indebted to the armed forces environment forever, for the same!

Growing up as girl child with dark complexion was always something that was often brought forward to me by the school mates and relatives who raised dowry questions on the same. The more pride I took being an Indian, the more I was faced with such ugly side of our society which needed to be questioned. There came my first WHY should a girl child with beautiful dark complexion must be a subject of less interest or worry?

During my teenage, I remember listening to conversation of my parents about dowry requirements for my marriage and their retirement plans, which brought me to my second WHY parents begin to worry about girl child and her future which is related to marriage? Why marriage plans take over career plans for a girl child?

When challenged at school for my sports skills my answer to them was my national volleyball medal.

When my interest to pursue hotel management course was questioned, I graciously shared with them my gold medal at Bharthiar University in 2003.

I had just completed my hotel management and got my first job at ITC Park Sheraton Chennai, I clearly remember the date 5th May 2003, which was one of the most joyous day of my life. The very thought of providing financial support to my parents and becoming independent brought tears of joy and gave me wings to fly.

Staying any longer in India was taking me closer to my parents’ desire to get me married off and was drifting me away from my desire to achieve big in life. I am selfish as I never wanted to settle down with just a title of being mother, daughter, wife etc. I wanted an identity for myself along with all the other titles. My dream of working abroad became a reality during 2005 and pursuing same was nothing less than winning a civil war at home. My mom’s fear to send her only girl child abroad brought worst anxiety in her. There came my Third WHY parents fear the worst when it comes to letting girls fly? Why girls are made to feel insecure about themselves?

After a great struggle my father allowed me and entrusted me with exploring my life, which meant locking my mom in one room and letting me jump off the window to pursue my dreams. I ran as fast as I could to catch the flight from Bangalore to Dubai or should I say a flight from my fears to my dreams…

Landing in a different land brought many challenges which at the same time brought the best out of me. Little did I know that my promise to return to my dad in one year would be forgotten so soon. I loved every bit of being myself. I made great friends and not so great ones too! I was liked my few and not liked my many. I guess that’s what I love about life the most…the uncertainty.

I flew so high, fought like tigress and every obstacle that came my way was handled with such dignity that I fell in love with my own identity. I worked with some great hospitality brands in 7 different countries.

During this phase not only did I fight with the external world but had to deal with life’s ugly turmoil of going through a rough break up and depression. There came my next WHY, why being a strong successful girl I was still vulnerable to handle this phase. Why people are intimidated by successful girls? I realized one thing at that time, “no one can help us better than just us!’’ I decided to pull myself together from all corners and challenged myself to come out of it like a warrior. Being a lady is a pride we need to take and I hold my head high for the same.

I gave my best shot to my career which fetch me best Housekeeper of the Middle East award in 2014, followed by Best Asian Executive housekeeper award in 2017.

I started contributing to my father’s dream of owning his own house without any loans. I worked. very hard to accomplish his goals. I then sponsored my own wedding which took my parents by a surprise.

Going out of my comfort zone and questioning many so called social barricades brought me to my choice in life. I became independent, found the love of my life and was blessed with a life as gorgeous as one could ask for. Being a leader and not a boss is the success story of my life.

The best part of my story is that I have become a role model to my family, friends and many followers. My parents are spending their quality time in educating others to allow their girl child to dream big and think beyond gender and complexion and motivating them to challenge so called rotten social expectations from girls!

Another million-dollar fact is that behind every successful woman there is another woman and few great men too. I wish to thank my mom who taught me selflessness, my father, brother and husband for being real gentlemen who equated their success with that of the girls in their life, Mamdouh Salem, my mentor from Egypt, who taught me the art of winning battles with grace and my daughter who brought the worldly happiness to me and pushed me to become a great women of substance in all aspects of my life.

Whilst all titles a woman is given like mother, daughter, sister, friend etc. are an absolute honor and grace, I still feel that adding another title of your career can add more value to your life.

I now leave you with the below…

If questioning the norm can get the best out of you and reward you with ecstasy, then it’s time to ask WHY & WHY NOT?

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Creating Positive Relationships

8^th March, International Womens Day, I was late with my morning message on the group - it may have been due to the 'carefree' feeling I was experiencing at that moment, where it could actually have been a stressful one! A feeling of, " I've decided to walk on a path, am happy carving that niche, I’m glad that the others are with me and supporting me. It'd be okay even if I didn't have anyone”.  I'll continue to walk; because I know what am doing is a hope for a lot of good things to come, not for me alone but for all. I am sure a lot of you have experienced this, isn't it a good feeling?  The thoughts of self worth are powerful; remember we are our own cheerleaders!

We turned a month old and am glad that we’ve already created a niche for ourselves. The website is up and worth sharing. We need to use all our resources, media, social media or whatever we have in the 'Girl Power' so that the little voice we have created reaches where it is supposed to and makes a difference. Even an iota of it matters, very drop counts in making up the ocean isn't it? It was  also the launch day for our website www.theiwh.com ; as everyone onboard the IWH wanted it to be the 8th March, they wished our inspirational and empowering stories to reach all and create better awareness of our industry! "We have the wings; let's soar high!" was all I could think of.

We introduced a new section on the website called, 'Rear View Mirror' In this section the women from the fraternity would share their empowering stories. One lady who has not only had a great career in the industry but also has mentored generations of hospitality professionals in the last 40 years; is Ms. Avril Bayros Sule’ loved by all across the globe, may be even Mars and Venus... and beyond!  It was an opportunity for us to express our gratitude for the tremendous work that she has done and the legacy she has created. I felt a whole lot of emotions as I put this post on the website, a feeling if pride, humility and a many more emotions were live in my mind and heart. It was for all to take a glimpse of her beautiful journey and use it as a guide for ourselves, and applaud Sule ma'am.

In the 'Stories' section on the website, there was another gift from IWH to all the ladies (and gentlemen);  on Woman's Day. It was the time for us to hold our breaths, listen up and celebrate another stalwart from our fraternity, who holds 'Many firsts'  to her illustrious career, first girl to step into F & B department in a hotel, first lady restaurant manager, first F and B Manager, first General Manager etc; in her crown. The crown she earned for herself, rather snatched it and made it so very powerful!  A journey that inspires all and sets benchmarks to follow. The lady I am privileged to have worked with Ms. Shirin Batliwala, synonymous with ‘She is The Taj’, and the lady who mentored generations of hospitality professionals, the world over!  It was a pleasure to share her story as we saluted the icon and thanked her for paving a new thought; a new path that others could walk on.

Our timeline was lively and so powerful, we all contributed a little bit each; to that power. We have such inspirational women among us, that we all must have access to great learnings and mentoring and celebrate who you are. Received messages and calls from so many ladies;  each one appreciating this platform and loving the website. Website was ours, the Indian Women in hospitality, and we all needed to contribute good content. I didn't want content writers for it, they had to be real women expressing their stories or sharing experiences that helped others in the industry or just created awareness.

I realised something extremely valuable, my earnings have been the wonderful people in my life, who have always supported me, encouraged me and I know I can fall back on them anytime. Nothing can buy these 'relationships', we create them. I am so happy to have done it on, the IWH too. It is turning out to be a platform for some kind of a reunion. Women are high on emotions (I believe so!) and here we have many opportunities that provide an outlet, for expressions or to  just vent.

A woman with a voice is, by definition, a strong woman. But the search to find that voice can be remarkably difficult. ~Melinda Gates

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The Way I look at it now - Ms. Avril Sule

Have you ever realized that different songs soundtrack the various stages in your life?  When I was just a little girl I sang ‘Que Sera Sera’, with great gusto, not knowing what the future had in store for me. Looking back, I recall that it was an unusual choice of career at the time; a chef was called a cook; it was the Hotel Industry not the Hospitality Industry and women choosing this career were fools who rushed in where angels fear to tread.

I completed a one-year craft course in Bakery and Confectionery prior to joining the Diploma in Hotel Management and Catering Technology. Right from the start, I knew that I wanted to join the Housekeeping Department. Despite the fact that the course syllabus involved many daunting menial tasks, I doggedly pursued this department as my career choice. Despite the strict discipline of the revered Thangam Philip, college days were fun with many co-curricular and extra-curricular activities. There was also some amount of heartbreak – ‘Everybody’s Somebody’s Fool’. My first job as a Management Trainee in The Ambassador Hotel in Mumbai placed me in the Front Office, then Room Service and eventually Housekeeping. Working in the hotel was not easy as there were just three women in hotel operations. We were surrounded by a bunch of protective (read that as possessive) males. At this point I ran into my life partner though I did not know it at the time. After completing two and a half years working in the hotel, I was invited by Ms. Thangam Philip to join the teaching faculty. I come from a family of teachers and vowed never to be one – famous last words!!!!

And so my journey in Hospitality Education began… I joined as Housekeeping Faculty and worked shoulder to shoulder with my teachers. It was not long before I was enjoying the role of a teacher. I strived to make each session as interesting as possible. I pioneered the use of audio visual aids in the institute and dabbled with the use of games in the classroom. At the National Seminar – DISHA (Development of Innovative Strategies in Higher Academics) 2006, I presented a paper dealing with the effective use of games in classroom teaching. I enjoyed a good student-teacher relationship and this helped in getting accurate feedback on the sessions conducted. My anthem at the time was ‘Do What You Do, Do Well’.

Being teaching faculty at IHM, I had a chance to closely interact with Ms. Thangam Philip and my association with her was quite different from most people.  As a student and staff, the fear that she instilled in all of us laid the foundation for the exemplary discipline of the Institute She brought out the best in me with her ‘open sandwich’ criticism; she would rarely praise and when she did there was always a ‘but’ attached. When she was no longer at the helm of affairs at the Catering College, I used to meet her whenever she visited Mumbai and accompany her on shopping trips, to the doctor or just sit with her and listen to her stories and philosophy of life. She became like my second mother and we even shared jokes. It was sad to watch her health deteriorate and towards the end I felt miserable after spending time with her. All I knew was that I needed to be there for her, no matter what.

During my tenure as faculty in the Catering College, one of my greatest inspirations was Ismay Gomes – my teacher, colleague and now, forever friend. It was he who encouraged me to attend the Certified Hospitality Educator programme and complete my graduation. His impeccable dressing style, subtle sense of humour and command over the English Language made him everyone’s favourite teacher. I also owe a great deal of my teaching expertise to HOD of Teacher Training, Dr. Shanta Devi whose encouragement while attending the teacher training programme enabled me to score the highest marks. My personal and professional life has always been supported by my classmate, colleague, soulmate and BFF Jyotsna Bhosale. No two people could be more unlike each other and we revel in the difference.

The metamorphosis of the Catering College into the IHM was difficult for most of us as the quality of teaching was sacrificed to accommodate a larger quantity of students. Teaching remained interesting through changes of governing bodies, curriculum and nomenclatures, but after a while, when there were no challenges to be met, I started writing articles for leading hospitality publications, joined a trainer’s forum, became a member of the HCIMA, was a guest speaker, hosted events and interacted with a world outside the workplace. I am forever grateful to my parents for encouraging me to develop these talents as part of my dowry!!!

I was awarded the Thangam Philip Foundation Scholarship in 1989 and I travelled to the UK and parts of Europe visiting Institutes and Hotels. It was exciting and interesting because unlike now, it was an era when India was lagging behind in the field of hospitality, so everything was new. In September 2004, I was privileged to be invited to participate in the first WHATT (World Hospitality and Tourism Trends) roundtable discussion held in South-East Asia.

When Mr. K.V. Simon took over as the Principal of the Catering College, we experienced a different management style. He was full of praise which was in stark contrast and I ended up taking on responsibilities that I never would have thought I was capable of.  It came as a complete surprise that several years later he invited me to be a facilitator for the prestigious Certified Hospitality Educator workshop conducted by the American Hotel and Lodging Educational Institute. Facilitating this programme opened up a world of opportunities. We conducted the programme in India and also in the Maldives, Srilanka and very recently in Bhutan. With this, my passion transferred from teaching students to training hospitality educators and trainers. I have conducted training programmes for tourism departments in India and also for other countries. I have been appointed as an examiner and as a teaching expert on the syllabus committee by the Maharashtra Board of Technical Education, the National Council for Hotel Management (Govt. of India) and the SNDT University.

While working with The Galaxy Education System, I was given the opportunity to enroll for the Cambridge International Diploma for Teachers and Trainers. I completed the programme successfully and in the process discovered the difference between the British and American system of Education. In the words of John Dana, “Who dares to teach must never cease to learn”

After a brief sabbatical of training school teachers of The Galaxy Education System in Gujarat, I returned to Mumbai to be part of the start-up team for the Sheila Raheja Institute of Hotel Management.  I was recruited while I was still walking with the help of a walker following a major accident. Undoubtedly, the enthusiasm of taking on the new assignment put me back on my feet (literally)! The four years at SRIHM were an opportunity to build an institute and posed challenges that I had never faced before. Somewhere along this journey, I reconnected to my first love – Housekeeping. After a long stint of writing articles for the Clean India Journal, I took on the role of organizing and moderating panel discussions and forums for their annual event Clean India Pulire  – Asia’s Largest International Cleaning Trade Show. Working closely with their editor, Mohana, was a self-realization of what I could achieve and I was invited to be part of the organizing team for the first ever International Housekeeper’s Summit in 2016. In the following year, I was a project consultant for the IHS 2017 and also hosted the show. In 2016, at the International Housekeeper’s Summit, I was awarded a Lifetime Achievement Award for contribution to Education in the Hospitality Sector. It was a proud moment to receive the award on stage with scores of students in the audience who gave me a standing ovation. Also present were my always supportive husband, Prashant and one of my inspirations in Housekeeping Education and Training, Mary Hall from Ireland.

I have learnt so much from so many people… family, friends, teachers and even students! I truly believe that the greatest legacy that one can leave behind is the people whose lives you have touched. I am grateful for having had the opportunity of meeting so many wonderful people who touched my life and supported my unconventional career moves.

When I look back at those dreadful moments when I lay on a hospital bed not knowing whether I would ever walk again, I shudder. Never had I been in confinement for such a long period of time … I read all the books that hitherto had been sitting on a shelf in my cupboard, revived my blog and even watched a Hindi movie on TV. It was a chance to take stock of one’s life and create a to-do list for the future – a bucket list so to speak! The inner spirit of enthusiasm and wild sense of humour that is my trademark were largely responsible for my ‘Staying Alive’. Also my very tolerant surgeon, Dr. Satish Samant, who probably never encountered a patient as crazy as myself. He is witness to the fact that I sang in the operation theatre during surgery. The song – ‘I Have a Dream’ by Abba. The anaesthesist suggested the Titanic song (I hate it!). Later, one of my students drew my attention to the fact that she probably wanted to make sure that my heart would go on and on!!!

For most of my life, the soundtrack was the Credence Clearwater Revival Classic ‘Have You Ever Seen the Rain’ – written to express the fact that the highest pinnacles of achievement in life have been coupled with the saddest moments. As one of my students put it, “Just like a musical octave, her life has been full of low and high notes creating melodies, like never before. But one thing ma’am would agree to is that the support and care from her family and the love from her students always got her back on her feet and made her achieve much more”. There is a saying that you must learn to deal with what life gives you – maybe you should take what life gives you and make something better from it.

Over the years, I have met many students across the globe. It is such a joy to see what they have achieved and know that they are happy to meet you. I disagree with the notion that students can be ‘moulded’. Rather they be nurtured to grow in their own individual way.

I retired in April 2017 from the Sheila Raheja Institute of Hotel Management (and have since been busier than ever before!) A week before, I received the best retirement gift at the Annual Valedictory Function - I was voted the Best Teacher by the students. I was completely taken by surprise by this student initiative which was kept a well-guarded secret and it was a very emotional moment. The award was presented by the Principal, Mr B.P. Sahni and the Chief Guest Mr. Sameer Sud (both my students). Above all, a Final Year Student, Aditya Gupta composed the inscription on the trophy and read a quote from my best critic – our daughter Pria.  “To learn is so much easier nowadays, with the internet and information a snap of a finger away, but inspiration really comes from few. For me, my mother had a reckless abandonment for process and hard-wired rules. Her goal was always to break the mould. No definitions could put her in a straight-jacket. There is always room to breakout; be exceptional, be unique, even to be contrary. And all of her best students were the ones who didn’t fit in, but everything they eventually did, after crossing paths with my mother, fuelled their passion and eccentricity. Over the years, I have met scores of her kids across the world and every one of them had a story about wanting to give up on their unusual choices, but then being inspired by my mother to forge on. Do it because no one else has done it. Do it better than anyone else. Don’t let the norm define you, respect it but rework it. Let your discipline help you achieve but let your creativity help you excel”

         

That quote pretty much sums up everything that I believe education should be and my motto for teachers or trainers conducting a session is to be predictably unpredictable!

I am currently enjoying doing things and working with projects that were not possible in a 9 to 5 routine and yes, I am, as the song goes taking life ‘One Day at a Time’

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The First Lady Hotel GM of India Ms. Batliwala

I met Ms. Shirin Batliwala in 1997, where she did a half day training session with our batch of Hotel Operations Management Trainees, we were 45 of us. Her session was one of the best, we simply loved her grace, a lady who had tremendous knowledge and who showed great knack of handling people – guests or the staff! She inspired me so much that I started to dream of becoming the General Manager one day, the dream changed in just 4 years though when something else looked exciting to me. But the respect and the adulation that we hold for Ms. Batliwala has grown over the years.I worked under her when she came onboard the Taj Mahal Hotel as the General Manager; have seen her in ‘action’. She managed things with ease, she was a disciplinarian but also a lady who understood all, she was compassionate and believed in empowering others. A great mentor and a leader par excellence, she was loved and respected by all.

The modern hospitality in India is incomplete without the mention of Ms. Shirin Batliwala. A lady who ruled and excelled in a profession that didn’t really have another woman with her, she has been one of the key persons in charting the future of the country’s hospitality industry. She is a woman who holds ‘many firsts’ in her illustrious career spanning over 40 years.  She started her journey in the industry by enrolling at the prestigious Institute of Hotel Management, Mumbai (Dadar Catering College) in 1966.  She is the classic example of the Taj Group’s policy not to hire managers, but to create them. She has been with the Taj for over four decades, having joined in 1971 as a trainee, the first girl to make a career in the Food and Beverage department. Till then, girls were employed either in the Housekeeping or the Front Office departments. They were not considered for the other operational areas. Since then, she has handled various assignments or portfolios and held many key positions. She has moved from being a restaurant manager; heading F&B department to becoming the GM, VP and even beyond.’ Been there, done that’!  holds true for her when she says, “There is no substitute for dedication and hard work. Any job done well can be done better. Ultimately, it’s aiming for perfection that makes all the difference.”

The other ‘firsts’ in her illustrious career with the prestigious Taj Group are;Ms. Batliwala was the first lady F&B Manager of a five-star hotel in the country, and subsequently, the first lady General Manager of a large hotel in India. She has been a Taj person; the Taj culture is a benchmark not only in India but also is highly respected the world over- a culture that nurtures opportunities for growth, the openness, the family feeling, the strong values of the Taj and also the Tatas; that are imbibed by the people. She has not only lived those values but has contributed to strengthen them.While at the Taj she was involved in the Prevention of Sexual Harassment against women, being the chairperson of the committee at the corporate level. She still continues to be deeply committed and involved with this, serving as the external member on the POSH committees of several companies.

The Early Life

Ms. Shirin Batliwala was born into a Parsi family in Bombay. She did her schooling from the J. B. Petit School at Fort and then joined Wilson College at Chowpatty. Studying Arts did not really fascinate her and when a family friend of theirs,who taught at the Dadar Catering College, suggested to her the course in hospitality, she grabbed the opportunity as it was a new field then. She liked the college and found the course to be interesting.She did her internships at two different hotels, the Taj kitchen under the culinary genius Miguel Arcanjo Mascarenhas (Masci) and at the Ambassador Hotel under its old Greek owner, Jack Voyantizs.

On graduating from the catering college sheapplied for a job at The Taj Mahal hotel, Mumbai.She didn’t want to join housekeeping department, which was the only department offered to the ladies at that time. But Masci at the Taj, and the F&B Manager then, Mr. Daruwala, were familiar withher. As a student she had done waitings at the hotel for important banquets for dignitaries like the King of Afghanistan, the Shah of Iran, the Aga Khan and other visiting royalty and heads of states. She was selected for a job in the Food and Beverage Operations. Her first job assignment was the extremely busy; banquets. Shortly after theTaj opened the members’ only elite club, Chambers, in 1975, she became its manager. She proved her mastery in the department and didn’t look back.She rose to be the Assistant F&B Manager in charge of Chambers and looking after the other Taj restaurants, Golden Dragon, Tanjore, Harbour Bar, Rendezvous, Apollo Bar, Sea Lounge and the nightclub, Blow-up, that soon became the hip and happening ‘1900s’. As the Taj grew Ms. Shirin Batliwala too grew with it. Before the Internet came, a lot of reading up and research was needed to build knowledge and competencies. To seek as well asto upgrade her knowledge, she travelled to many countries such as Singapore, Hong Kong, Malaysia, the Philippines, and all over the West.  She used to also read a lot and meet visiting chefs to understand what the hotel industry and F&B was like outside the Taj and India. Her knowledge of the industry is impressive while her understanding of cuisines and wines is highly respected.

In 1980 she moved to Hotel Taj President as the F&B Manager,setting up the Trattoria and Gulzar restaurants, and the hugely popular Library Bar. In 1982, she was back at the Taj Mahal as the F&B Manager. Her next promotion took her to Calcutta, to first set up and then open the Taj Bengalas the General Manager, a post she held for eight years. She came back to Bombay in 1997 as the Hotel President’s General Manager with additional charge of Taj properties in Aurangabad, Indore and Nashik. Her last hotel as the GM was the place where it all began, the Taj MahalHotel Bombay, in 1998. She wasn’t done yet, she was in charge of the F&B on a corporate level for Taj, her responsibility was upgrading and standardizing the product, coordinating with business development projects for future hotels, renovating old restaurants, interacting with corporate chefs on new ideas and cuisines, and working on rolling out a fabulous wine list for the hotel group.

She went on to hold the following portfolios:

Area Director - Goa & South India, Leisure S.B.U.

Indian Hotels Co.Ltd - Taj Group of Hotels

September 1999 – November 2000

Vice President, Business Development

Indian Hotels Co. Ltd - Taj Group of Hotels

December 2001 – December 2002

Vice President - Coordination, M.D.'s Office

Indian Hotels Co. Ltd - Taj Group of Hotels

January 2003 – December 2004

Vice President, Food & Beverage

Indian Hotels Co. Ltd - Taj Group of Hotels

January 2005 – May 2011

She summarizes her long innings with the Taj Group as being a great experience. The Taj culture she believes is difficult to replicate, a culture that strives on providing its employees with immense opportunities for growth, the openness of the group, the family feeling, the strong values of the Taj and also the Tata’s that are imbibed by the people. It was this feeling that she has cherished the most and still upholds them. When asked about the most empowering and cherished moments of her illustrious career she said, “I was lucky to have very close interactions with Mr JRD Tata. His eye for detail and his humane approach had an everlasting impression on me. His words ‘To be a leader you must lead human beings with affection’ touched me deeply and were my guiding principle. My career was also deeply shaped by our ex-chairman, Mr Ajit Kerkar, who always challenged you to do more than your best, and reposed faith in me to open the Taj Bengal”.

Ms. Shirin Batliwala epitomizes grace, strength, knowledge and humility. Her career is in itself a motivational guide for all women who have or wish to build a career in Hospitality industry. She is, The Taj!

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International Womens Day 2018

The website, www.theiwh.com is up and is going through the ‘testing phase’’, All the ladies at Indian Women in Hospitality wanted it to be live on 8^th March, International Women’s Day. My thoughts were that it had to be running ‘full fledged’ on that day. So it was up on 1^st March 2018.  I requested everyone to check it out as I needed their suggestions and feedback ; I too am was trying to get a hang of it. The response from people who have seen it is extremely positive and encouraging. I guess we all need that; apart from a bit of oxygen and other basics of life. I was asking the ladies to start thinking of their own participation on the page. Each one would be required to be a part of the website as well; through their contributions in the form of interviews, sharing articles, write ups, new initiatives in their organisations. There was also a thought to start nominating different organisations and people so that it became a place for knowledge sharing. I know we all are busy, but my belief is sparing a few minutes would be totally worth it! and we must go for the Girl Power! Am not gender biased, let me clarify that but we ladies can create magic when we all are connected on one belief. It was a reminder that this was a place for learning from each other. That's how we mentor and empower, isn’t it?  Since we have started this initiative, we must make it of great value! and I thought together we could.

I am truly humbled at the same time overwhelmed with the support pouring in from many quarters but I am taking each step slowly as I believe; you must do things that'll steer you towards your vision. Connected with some amazing ladies; who expressed their appreciation and offered support. We are on track!
Since the 1^st of March, the papers have been speaking about the International Womens Day. Over the years I have found it to be not having any meaning unless we go out and make a difference! In our personal and  professional lives, making our work environments healthier at the same time productive for women (and men) leading to a change gradually in our communities and the society. That'll be the real celebration! Cakes, lunches, outings and selfies are mere eye washes otherwise. Have fun but also do something that doesn't get restricted to just one day.

Adding another perspective to this was a message I received from Asmita Desai, quoting her here, “We will be soon celebrating International Women’s day, the Internet and social media will be flooded with empowering messages and so on! I am not against this one day dedicated to womanhood; my point is being a woman itself is a celebration and every woman around us is unique and special, she has her own battles to fight. My question is do we care or acknowledge this? As women do we treat each other with dignity and humanity? I often hear most women cribbing about either their boss or colleague (mostly women), someone in the family (again mostly women) and the list is endless and I wonder why? why are we not at peace with our own gender, the reason might be anything, however, this is something which we women need to re look at and think about, are we getting too critical or judgmental about each other? Have we forgotten that we all are strong and talented and if we embrace each other life would be so easy, I think it will get a lot of positivity into our lives so on this women’s day I urge each and every woman reading this to change the way we look at women around us and practice empathy with each other, if we start treating all women around us like sisters and daughters imagine how wonderful the world will be”!

I told her that she was so very right, also right was this platform, we are all women and we have no interest other than celebrating who we are and acknowledging the efforts of others, applauding the benchmarks achieved by the other women. Also we connect to mentor and empower others to achieve their best potentials. Every time any one of the ladies connects with me; there comes  so much of positivity and optimism; this is just the beginning and am sure we'll grow from strength to strength. We defy certain universal 'beliefs' and we’re loving it! To mark the International Women's Day ; the IWH will have a truly inspiring story! The story of a lady who is a pioneer and  a revered innovator.

Courtesy IWH
Please visit the Website
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IWH moves from blog to website

In order to succeed we must believe that we can and the preparation for tomorrow is doing your best today.

I did have the belief and was ready to do whatever it took to take Indian Women in Hospitality, IWH to the next level. I feel great coming to IWH page each morning, as if I am meeting the ladies there. As the weekend had approached and there was so much to do, my thoughts were figuring out  the reason why I wanted to do this in the first place. I had a decent success in writing whether it’s the blogs, columns, editing a shipping magazine or being an author for a marine website. I haven't charged anyone a penny for whatever I'he done in this domain as I was doing something that I liked doing. This platform has given a direction to what I wish to do, basically shown a larger and meaningful picture. I shall be forever grateful to every lady, who came onboard, shared her views with others, was ready to mentor the ones who needed it and were supportive in living my vision and passion. Somewhere every lady felt that there was something that they wanted to give back to the fraternity and the society at large. Bingo! we were ready and fully charged with our vision of having a supportive and collaborative platform for us.

I have faced adversities like most other women and I'll call myself a fighter, not a survivor. I believe if someone tries to pull you down use that force to go so high that it's not possible for him or her to reach you there. Success is indeed the height you reach after being pulled to the pits.

I have faced pits in many accounts, the recent one being on health. I have a ligament tear, a bad one at that and I was suggested surgery which I managed to evade and am doing fine. The last few months have made me introspect and really see what is it that will give meaning to this life and whatever I have learnt professionally from the veterans, doing justice to that. Basically I wish to pass on the baton; so this community is born and it'll always have a much deeper place in my heart. This is where we have awesome women who are great achievers, it's time to applaud each other and create more success stories and contribute to the larger cause. May be one day make money so that we could meet up in real. It'll be nice to have real meetings and get-togethers than the virtual meets.

The blog is going to turn into a website soon and the person who'll host the website called me to say that he had been blessed with a baby girl, he said the group was lucky for him. A colleague was telling me that the group had all stars what do they contribute. All of us are stars in our own right. This platform values all and inspires everyone to be the best version of her!

I opened my mailbox to receive a beautiful message from one of the members from the UK, " With the formation of IWH, I now know of a platform where I can celebrate women achievers and rejoice that I am an integral part of it too. I honestly did not know the high fliers until I personally saw them join the IWH from around the world; one by one sketching their achievements. I can proudly say that I know all these high fliers and not just by their names. Glad to have arrived at my own list of Indian women achievers to add to if asked by my British colleagues to go alongside Clare Smyth, Ruth Rogers, Nigella Lawson, Ching He Huang and Monica Galetti". Such massages validate the thought and they motivate to do even better. Grateful to Amruta for her kind words of encouragement.

I had written about the highest number of lady pilots being from India, today read in the newspaper that IAF gets it's first lady pilot to fly Mig 21 and take up combat role! Another thought comes to my mind that every lady is a fighter and each one of us does the piloting. Aren't we fighter pilots within us? let's churn up a storm then! We are getting stronger more than 1383 ladies in our closed group, it's time to bring out the inspiration, empowerment and enrichment on the board. The ladies make me realise my true calling in life, at 42; I guess it's a nice feeling! and am grateful to each one of them.

I believe in luck, and I find the harder I work the more I have of it.

Please visit Website : www.theiwh.com 
http://www.theiwh.com/iwh-from-blog-to-website/