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Wednesday 17 April 2019

The many facets of life with Pervin Bhasin

It wouldn’t be wrong if I said that probably am in Learning and Development function because of her, I loved her aura; that of an amazing trainer. She was the Training Manager at the Taj Mahal Hotel, Mumbai when I had just began my career. I attended the Train the Trainer program as I was to become the departmental trainer. She was a person that I dreamt to be like…. some day! During the program, each one of us had to deliver a short training session that was to be evaluated and when I did mine; her feedback said that it was perfect and that she really didn’t have anything to say about where I could’ve improved. Can you imagine, how elated I must’ve felt? I had basically followed everything that she taught us and I tried to emulate her, it was a perfect role play. Her words were more than enough to boost anyone’s confidence.

We have kept in touch and I feel so privileged to have known such a feisty woman that she is; an inspirational lady, a celebrated trainer, a trusted mentor and coach who has contributed to creating many success stories in the hospitality industry. She is a social entrepreneur who supports many causes and is a torch bearer for many others that most of us only dream about.

I met her a couple of years ago, she hugged me and said that she was so happy to see me still in the hospitality industry , that’s how she makes everyone feel special. When I went to Cornell for my PDPs she left a message for me that she’d like to learn from my takeaways of the programs that I attended. This would remain one of the biggest compliments that I’ve received. I feel humble, it is an absolute delight to host the incredible story of Ms. Pervin Bhasin of the Purple Path Learning & Development Consultants on IWH. Have tried to keep it in the first person, it’s her story and in her own words as I can never match up to her charisma and magic.

The Early Life

The majestic grande dame of Mumbai – the Taj Mahal Hotel at Apollo Bunder had bewitched her ever since she remembered. No surprise that at thirteen, she decided that hotels were where she wanted to work. Some people took her seriously, most didn’t. Thought she’d  snap out of it, as youngsters often do; dismissing it as a flight of fancy. And why wouldn’t they? Tops in studies, the obvious choices perceived for her by others were Medicine or Engineering – either would have thrown open their gates. Education in Hotel Management on the other hand, wouldn’t even grant her a degree (all one got then was a diploma at the end of three years of rigor). Not least of all, a girl in a hotel? Not exactly respectable, eh?

Thankfully, none of that mattered. Because what did, she already had – the unflinching encouragement of her parents. They had always pushed their children (Pervin and her two siblings) to chase their dreams, whatever those were. All that the parents asked was that each one  honoured  his or her choice and gave it  all. And so, she happily completed her course from the Institute of Hotel Management Mumbai, and was selected by Taj Mahal Hotel at Apollo Bunder for the Food & Beverage function;  it was 1987.

Thus began her lifelong bonding with two icons: the Taj,  and her very first F & B Manager – the one and only Ms. Shirin Batliwala. She feels that both were exquisitely and inextricably woven into the fabric of the lifetime that she has been blessed with.

The Rear View Mirror

Ms. Bhasin says,

Much as I enjoyed F&B, guest interactions and the vibrancy of being ‘on-stage’, in just a few months I noticed myself gravitating more towards the people who made it happen -the hotel team. Even in those early months as Trainee, I would spend long hours chatting with them, soaking in stories of their families, their lives, their motivations, would observe them at work, would notice what uplifted and what deflated them. All of this would absorb me, and served as fodder for endless rumination, trying to wrap my head around the intriguing interplay of human dynamics and work.What rose to the surface was the voice of my deeper calling. And so, within a year, I left the Taj to pursue a Masters from the Bombay University in Human Resource Management.

Only to return in 1990 to my home, the Taj. But this time, with the Training function (now rechristened Learning & Development). Starting at the Corporate office, followed by Taj Bengal, then Taj Coromandel, and finally Taj Mahal Mumbai.

What an incredible journey it was.  For starters, migrating from what was seen as one of the ‘hot’ departments to another that was considered relatively the underdog was by itself a learning experience in maintaining assertiveness without compromising humility. I loved my work, and was challenged equally by pushing myself to raise the bar constantly, while simultaneously strengthening collaborative relations with Operations, whose partnership was a non-negotiable for the difference we wanted Training to make. Relished the challenge and thrived on it.Anything more staid would’ve been boring.

While the Taj chapter is itself a string of cherished memories, standing out like especially sparkly gems, are my years of looking after Training at Taj Bengal, the turning point in my career.‘Coz that is where I first independently took charge of Training in 1994. Also largely because it is here that I found in the Chambers Manager, a handsome young man, with a dimple in his cheek and a twinkle in his eye, my life partner, Pravin.

And very much because no memory of Taj Bengal can possibly not have Ms. Shirin Batliwala adorning it. Experiencing her as a leader in action, was like being part of a leadership lesson being enacted to perfection, for she so effortlessly married cutting edge competence with the kindest heart ever. Here was a true blue inspirational leader, the stuff that text-books are made of. Led by her, we were a grand team, performed outstandingly, bonded marvelously and stay connected even today, despite being flung in different parts of the world. We were, and are, family. Thanks in large part to the Captain of our ship, Ms. Batliwala.

For me, having her support meant that we could quickly crank up the work to fifth gear and go full throttle.  With not just the regular training initiatives, but also the off-beat, non traditional, creative. She allowed us the license to experiment, to think new and whacky. So long as relevance could be established, and quality delivered, the playing field was clear.

It was during my Taj Bengal tenure that the Taj Group introduced the JRDQV in the mid-nineties, which has now donned the TBEM avatar. Taj Residency Bangalore and Taj Bengal were the first in the group to introduce JRDQV. At Taj Bengal, this was now an added responsibility for me. Grappling with something so completely new was like taking a fast paced crash course in Quality and the robust Malcolm Baldridge model. Thrown into the deep end and compelled to swim. Led of course by our beloved GM. Sputtering, gasping, arms flailing, but swim we did, and how! The second year of submitting our application, Taj Bengal won the citation in its category. No small feat, given how new we were to all of this. Our sweat and toil had paid off. This was our glorious moment of triumph. Challenges like the JRDQV proved deliciously juicy for sinking one’s teeth into, and kept me revved.

The biggest reward of being part of the Training function with the Taj group, was how much we learned. Our reliance on external consultants being very, very limited,  the larger portion of training at hotels was handled by us, the Training Managers. The Taj invested wisely in our own learning and continued professional growth, and we in turn brought it all back to our work. The freedom was heady, no one stopped us from experimenting. And we happily ran with the ball.

I was fortunate to have been mentored by some of the best ever in the Human Resources and Training domains. With the highest regard and deepest affection, I remember the late Mr. V S Mahesh, uniquely and supremely brilliant. I recall with gratefulness, how much he encouraged me, how free was I to challenge and argue, even while I was a fledgling, and he a veteran. ‘The idea kid’ he would call me. He went too soon.

With much fondness, I remember Mr. Len D’Costa who demonstrated how perfectly possible it is to be a benchmark human being and stay grounded, regardless. That competence and seniority need not hijack humility and humaneness.

Guided by Mr. Alok Shukla, I sharpened an eye for detail and realised how critical it is to be meticulous and methodical even when impatient to get the job done. That it is only on the bedrock of thoroughness that the edifice of excellence can be built.

Then, there was Anand Kasturi, my very first reporting manager in Training, who I owe my skills of facilitation to. He truly shaped me as a trainer. ‘That, Pervin, was a fine example of everything a training session must never be’,Anand announced his crushing verdict at the close of my first independent training session. How could he be flowery (not that he would’ve tried) when it was a royal flop-show? The words so rankled that high voltage 23 year old, that she grit her teeth and resolved to soon have him eat his words with pepper and salt. Precisely what Anand had intended. Knew me so well!

My list of mentors from the Human Resources function would be incomplete without Mr. H N Srinivas, who I learnt so much from despite never even being a direct reportee. There was a centredness, a wisdom, a calm, an aura about him that made his very presence matter, whether or not he spoke a word.

With the deepest affection, I remember the late Mr. Subir Bhowmick whose gruff exterior housed a heart of gold. To know what effortless perfection in hoteliering meant, one had to watch Mr. Bhowmick in action. At a personal level, I will forever cherish his nuggets of advice and caring ways. He treated me like his little girl. Even said so. He also went way too soon.

Needless to add, there have been others as well; souls who in some form, some fashion, have shaped me, have gifted something of value.

To all my mentors and teachers, I bow with immense, eternal gratitude. And a promise that I will always strive to be worthy of their mentoring.

In 1999 while I was in charge of Training at the  Taj Mahal Hotel Mumbai, with my baby boy Sidharth barely a year old,it became clear to me that being as work-obsessed as I was,the path I was on would most likely lead me to the end of Sidharth’s childhood with the regret that I had missed much of it. This, I could never allow;it was time I moved on. I loved the Taj dearly,but Sidharth, even more. Where my baby was concerned, a compromise was out of question.

Simultaneously, had also started sensing the faint stirrings of a discontent of sorts, a gentle voice urging me to spread my wings beyond the familiar.

Self employment seemed the perfect answer. It would bring variety, while allowing flexibility. So, in June 2000, ten years  after entering the Taj for my second innings, I set forth on my next adventure. Solo!

Would I succeed? What if I didn’t? Looking back, it amuses me that these doubt snever cast their shadow, not even fleetingly. Not once. Thank heavens. For, as it turned out, a decision with primarily personal motivations, turned out to be the smartest professional decision I ever took.

Have never looked back. These last nineteen years of consulting have been more rich in learning and contribution than I would’ve ever dreamt possible. I have been blessed beyond measure. Work flowed in from the word go. In five years since going solo, with balance (between home and work) being a driving motivator, I was needing to decline assignments. That is when we, my husband Pravin and I decided that we may as well join forces. Pravin, a thoroughbred hotel professional himself, had by then, worked with the Taj for close to two decades.The decision made, Pravin too moved beyond the Taj and together, we began raising our second baby-  Purple Path Learning & Development Consultants.  Among the first things we did was articulate our Statement of Purpose. To the point and straight from the heart – Purple Path exists ‘To ignite the greatness inherent in every human being and help it find expression in the pattern of daily living.’ Our North Star.

It is now 2019. Boy! What a glorious ride since 2000 when I took that leap of faith. With clients from across the spectrum – BFSI, Travel, Media, Healthcare, IT, Manufacturing, Construction, Education, Pharmaceuticals, FMCG, Hospitality (of course), the thrill of working with diverse audiences, across age-groups, across geographies. . . we couldn’t have asked for a journey more engaging and exciting. The learning is heady;continuous and copious. Sharpening the saw is imperative, constant upgradation is a must to stay relevant, making us lifelong learners. It keeps us youthful. That we can earn a tidy livelihood in the process is a big bonus.

Above all, most fulfilling, is the opportunity to devote a lifetime playing catalyst,helping unlock human potential. The seed of greatness in everyone, from President to Peon is our inspiration; it is why we do what we do. It is why we get up in the morning, show up at work,strive to get better everyday, and why we will never hang up our boots. To nurture fellow human beings and behold them blossom, flourish, prosper, and above all, contribute meaningfully to the world, is no small privilege, not one to be taken for granted.

Much of our work is in the Corporate context, but not all.  A personal pet passion, emerging of late as a second calling of sorts, is to mentor and empower youth. Much of our work in this space is in partnership with educational institutions and NGOs (without excluding corporations).  The focus is on strengthening the core in young people, helping them build a foundation that will empower them to engage with life with a totality and exuberance, a sense of purpose and contribution. In specifics, this translates to building life skills,confidence,  communication, employability skills and crafting character. Words fall feeble in describing the joy of experiencing their transformation, as they stand at the cusp of adulthood. I happily confess a partiality towards Gen Z.We share an instant chemistry, and every opportunity to work with them, I greedily grab.Am all set to accelerate work in this domain.

I wouldn’t trade what I do for anything in the world.

Mid-life crisis is a lament common in folks my age, even younger. How unfortunate!  Mid-life ought to be a celebration, a glorious review of the way one has lived until then. Which, in all humility, is how I feel when I take stock of my five decades of walking this planet. There is satisfaction in knowing that one obeyed the heart, was guided by purpose. Ampleased with the choices I made and honoured, aware that I stayed true to myself. Most times, at least.

Life’s benevolence is evident in countless ways, not least of all in the loving family that is the wind beneath my wings – parents who not only lent me a firm foundation of values, but pushed me to stretch my wings with the faith that I would ably chart my path, a husband whose pride and appreciation means the world to me, ever supportive siblings, and an amazing son who makes me want to live as the best version of myself, so that I may be worthy of the honour of being his Mom. Ever aware of how abundantly I am graced, I live my life as a humble offering of gratitude.  My cup overflows.

No less grateful am I for the challenges, the trial and tribulation, the suffering. There’s been some of that too, as there must. Life would be incomplete without it, even insipid. Haunting childhood memories of helplessly watching parents with squeaky clean hearts and absolute integrity, suffer hell’s kitchen because of the pettiness of some others, must somewhere have steeled a resolve,which, as I grew up, found expression in my choice to live life as a warrior of light. Those memories too, am grateful for. They still haunt, but one learns to live with them. The Master’s chisel does not strike without purpose. It is up to us to embrace it.

As memories of moments that stir gratitude flash before the mind’s eye, one stands out most radiant  – the dayIsha Yoga came to me. A seeker for as long as I remember, the seeking had led me over the years to several practices, commonly termed ‘spiritual’.  While all of them brought me something of value, the seeking did not dim. What I was seeking, even I didn’t completely know. Knew only that I hadn’t found it yet.Until, a little over a decade ago, at a friend’s suggestion, I signed up for the ‘Inner Engineering’ program by the Isha Foundation.And life changed. Not in what the externals were, but in how I experienced them; furthermore, in how I responded. A dimension beyond what I was aware of,began opening up. Just half an hour of this daily practice is empowering in ways that I am incapable of putting into words, hence will not even try. Suffice to say that Isha Yoga is somewhere top of my very, very long ‘thankful for’ list.

They say that the Guru finds you. Am certain this is true. For I had no clue who Sadhguru was when I walked in that day for the ‘Inner Engineering’ program. Today, twelve years since, having experienced transformation in fast-track mode, I bow to Sadhguru with something that goes beyond love, reverence or gratitude.

In a Sadhguru-moment a couple of years ago, I asked of him, “Bless me Sadhguru, that I may make full use of myself until the end.” 

With that, I turn my attention away from the rear view mirror and back to the road ahead. There’s much to do, and am raring to proceed.


The inspirational journey of Chef Sarita Chavan

She runs a catering company and travels all over India to conduct food festivals in five star hotels. She has been in the business for over 22 years and brings with her a lot of hands on experience. With no background in hospitality education, her circumstances made her what she is today – a Celebrity Chef. Recently she was invited at the Indian embassy in Spain by Mr. Sanjay Verma, Ambassador of India to Spain. She was a part of the chef delegation that was there to showcase our culinary heritage and also attend various lectures and workshops. A lot has been written about her food festivals and also her inspirational journey. She features regularly in newspaper articles and contributes through her culinary articles and recipes’. She has also done cookery shows on television.
I spoke to Chef Sarita Chavan over the phone and learnt so much about her and her pursuit to find a foothold in an industry that she didn’t know much about. I feel privileged to listen to her and I am so thankful to her for sharing various aspects of her personal and professional life. It touched me deeply and I am sure all the readers will go through that very emotion upon reading a few snippets of her life.
Her Mantra: “Prepare food with your heart and soul and it will never taste bad because of the good vibes you are putting into it”
The Early Life
She was born in Kolhapur and lived with her parents and two elder brothers. Being the only girl child in the house she was looked after like a princess. Everything was special for her even the basmati rice that she liked was brought from Delhi. Her parents and the entire family was so protective about her that even her ears were not pierced with the thought of it causing her pain. Her father was a freedom fighter which made her go to the border and cook for the Jawans. She feels that the job of creating delectable food was in her blood.
She did her schooling from Vikram High School, Kolhapur and did her college years from Shivaji University Kolhapur. During college days, she says many students used to be waiting near her house that kind of scared her. Her brothers took it upon them to pick and drop her from home and college. Finally they got fed of every day extra work that she was married quite young. She got married to Mr. Ajit Chavan in 1979 and moved to Goa.
Her husband was patient enough to teach her everything from small to even much bigger and important things. She had to learn English on a priority basis as living in Goa meant knowing the language. Having learnt only in Marathi medium she had to start from the very basic – learning alphabets and then gradually moving from one class textbook to the other. Her father in law was a teacher and he ensured that she learnt.  Her husband got books for her to read and that was her ground for learning the worldly matters. She adds that, her in laws also were excellent human beings so she could go through any storm with positivity. Today she is at the top of her game without any background in culinary education only with hard work, faith in self and God and her determination to succeed.
Her husband brought different cook books and made her try out the dishes. She learnt many cuisines such as Goan, Punjabi, Continental etc and constantly followed recipes so that she could perfect them. She never knew that this very art was going to be the survival strategy for her family; the means of livelihood for them.
She was 18 years younger than her husband and she minces no words in saying she was probably married to him as he was rich. But she didn’t really know his finances as everything was available and there was no need for her to. But he fell ill, she went to the bank and was shocked as there was a balance of only Rs 100 in his account. She sold her manglsutra for Rs. 7500 to look after her 3 children and ill husband.
She had to do something and started selling homemade masalas door to door. Though it was not required as both sides of her families were well to do and they said they’d help. But she told them that she wanted to try doing something on her own so that she doesn’t give a wrong impression to her children that everything was available on the table. She got into industrial catering and supplied food to various offices for over 10 years. She says that the almighty was with her and she proved that if you trust your guts you will succeed.
Her husband was bedridden for 8 years and passed away 17 years ago. She brought up her children on her own and all of them are well settled. Her grandchild is 12 years old. She is felicitated numerous times by the Goa government and many other organisations. She is also invited to address women and young entrepreneurs. Having been there and done that, she is the best role model. She was invited by the Goa Chamber of Commerce at the ‘I Create’ event where she addressed 500 ladies on empowerment and creating self worth through entrepreneurship.
Her Quote
“Don’t live on sympathetic grounds, develop your skills and competencies and create your own niche”.
She says that she has never faced any issues or problems in this male dominated industry. She believes in keeping one’s self respect as well as treating others with respect. That has been her motto and she has lived by that.
Her message to women, “We are born with some talent or the other, recognize it and work on it as we never know when things will turn upside down and those very competencies we develop will keep us afloat”
When asked about her food choices she says that, she detests junk food and Puneri veg thali is her personal favourite.
Awards and Accolades
  • 2013 – 8th March International Women’s Forum Award for most enterprising Woman of the year
  • 2014- 10th March – Mahila Kala Sauskritik Manch – Enterprising Woman of the year.
  • 2015- Prestigious Goa Government Award – Yashdamini Award
  • 2015- Menezes Braganza Award – Enterprising Woman of the Year
  • 2015- Selected among 200 Chefs from all over the World for a Culinary Conference at Maurya Sheraton Delhi.
  • 2015- International Human Rights Award
  • 2015- Orchid Award in Business Category.
  • 2016- Bicholim Mahila Mandal Award in Business Category.
  • 2016 – Was selected among 17 ladies from Goa for their special book on successful Women which was launched on 8 th March 2016.
  • Conducts Cookery Shows in Maharashtra, Goa and Tamil Nadu on TV Channels.
  • Invited to conduct Indian Food Festival all over India as well as abroad as a Celebrity Chef.
  • Was invited to Ahmedabad for Goan Food Festival on 15 th Sept. till 30 th Sept.2016
  • Conducted Cookery shows on TV 9 and Colours Guajarati Channel.
  • Felicitated on 8th March 2017 by Cloud 9 Events in Ponda, Goa
  • Felicitated on 12th March 2017 by Siolim Mahila Manch.
  • Holding the Post of General Secretary for International Human Rights Association – Goa Chapter.
  • Doing social work for GOONJ.
  • Helping as Development Officer for NGO Hemophilic.

Vcan with Ms.Indrani Malkani

Isn’t it wonderful to be one of the foremost, the first people to take up something unique. They become the agents of change or bring changes with them that pave paths for others to follow. People are happy to emulate them; one such person is Ms. Indrani Malkani (nee Mukherjee), calling her the first Conventions and Conferences manager of India would be truly befitting this incredible lady.
I had heard of her and seen the work that she has been doing over the years,  I was quite amazed by her work and persona. Could see the passion which she was weaving success stories and reaching out to people creating awareness about many social causes that had a huge impact on the lives of the citizens and making cities better for living. Creating awareness is one but she also empowers others to work towards solving the concerns that are the need of the hour. She brings the think tanks and creative minds on one platform to deliberate upon the possible outcomes creating win-wins for all. Isn’t that noteworthy and what any person worth his salt would like to do!
Ms.Indrani Malkani is the Managing Trustee of V Citizens Action Network (VCAN) and she is an Ashoka Fellow. Beginning her career with the Taj Group of Hotels, she rose to become the Conventions and Conference Manager of The Taj Palace Convention Hotel, New Delhi. She coordinated various National and International Conventions, before moving to Mumbai. Her specialty at work was in Logistics, Co-ordination and Troubleshooting, developing what was commonly known as “people skills”- an expertise which remains one of her major strengths in the work she does even today.
In Mumbai, she has involved herself in civic matters and community issues, particularly contentious ones, where her belief has been to develop sustainable solutions in partnership with the Authorities. Among the organizations she works with are the Municipal Corporation of Greater Mumbai (MCGM), Mumbai Police, various State Government departments and the Election Commission of India and State Election Commission of Maharashtra.
She founded the ALM of Little Gibbs Roads in Malabar Hill that was instrumental in starting the Pilot Project of MCGM’s “Integrated Relay Transport System of Segregated Waste Collection”. The success of this project prompted MCGM to take forward this system and execute it in other areas of Mumbai. One of her more successful projects was to conceptualize and implement the Model School Bus Service, for the safe and secure transportation of school children. This safe and efficient system was accepted as a model on which the State of Maharashtra has based its Policy of Transportation of School Children.
After reading my interview in the Hospitality Biz Ms. Malkani spoke to me; she was so appreciative of the little that I had done and  was very warm, it never felt as if we were talking for the first time. I had to coax her to have her incredible and inspirational journey on the IWH.
The Early life
Ms. Indrani Mukherjee was born in a very privileged business family in Kolkata. Her growing up years were influenced greatly by her aunt ( father’s elder sister) who was, in the 50s and 60s a Solo Pianist and their home was the seat of music. In fact, their home was called the ‘pilgrimage of music’ by Pandit Ravi Shankar! From a very young age she was trained as a Kathak dancer and her first public performance was at the of age 7. She formally gave up dancing in her twenties.
At the Loreto Convent, her school, she was amongst the few who were day scholars. She was in the Convent which was a Nunnery and which housed the boarding of orphans and less privileged children, they were all brought up quite grounded. I must add here, Mother Teresa was originally a Loreto Nun and her Missionaries of Charity’s original school was also part of the school complex. Every Friday they were given the duty to help in charity work of Mother Teresa. Though at the time Indrani  may not have appreciated it, the lessons in compassion and empathy that were ingrained in them through this work, in later years she realised the value of these learnings.
For her graduation she majored in Education and Geography. Her College days marked her debut into the world of debates. In fact she introduced the Bengali Debating Team, for the first time in Loreto College. She as the captain of the team won every competitions including the inter-collegiate debates through the years. Loreto College was always labelled as the most western college so for such a college to succeed in the field of Bengali debates was not only a first but it also became a talking point!
Decades later, in 2012 when she went back to her alma mater to receive the prestigious “The Centenary Achievers Award” her former Principal Sister Stella immediately recognised her; fondly addressing her as their “ Bengali Debater”. She also affectionately reprimanded Indrani for cutting her long tresses and sporting a short hair look!!
She had never in her wildest dreams thought She’d join the Hospitality Industry. In fact, she had started studying law after her graduation! But then life is full of unknown paths and she happily went along where she needed to be.
IWH spoke to Ms. Malkani and she was extremely gracious to share with us not just the questions we asked but much more, giving us the glimpses of the charm of the 80s and 90s hotelering.
IWH: What have been the high points of your career?
Ms. Malkani: Frankly speaking, every role I was placed in became a high point as I embarked on the journey to become a ‘career woman’ in the Hospitality Industry. Here I may add, I had never been in service nor did I have a catering or sales background when I joined the Hospitality Industry.
I was part of the team of the Taj Palace and Convention Centre, Delhi whilst it was being built. This hotel was also the first computerised hotel in India. Some of us were attached to the Programmers to help in programming the software and it was quite fascinating work. Soon after the system was activated, all departments were told to move away from paper to the use of the computer only. I was at the time looking after the Room Reservations Department. There was an incident which was a learning of sorts. In April of 1983, the computer room got flooded and data on the computers (desktops as we call it today) got compromised and in some instances lost! Only the Room Reservations had all its records as I had decided to keep paper backups! Thereafter this backup practice was followed for a long time.
When it came to clientele from Calcutta, I took it as a personal challenge to make Taj Palace their first choice to stay in Delhi and I succeeded. At one point there was nickname given – Taj Palace Bong!The first cell to be constituted as ‘Banquet Sales’ was also in my hotel and Mr. Bhowmick put me there, though only for a short period, but it gave me an insight to understand the nitty-gritty of the Banquets department.
However, within months he formulated the first ever Conventions and Conference Cell and I was posted as the Coordinator, from whereon I became the Asst. Manager and then Manager Conventions and Conferences. It was a first of its kind position and I was designated to make it a success. It was an exhilarating challenge as there was no precedent nor was there any set roadmap.
Handling each of the Conferences, including the TCEP (Taj Continuing Education Programmes) conferences, marked high points of success. I say this as each had its unique character and I handled every aspect of its execution from planning to getting the bills settled.
I had complete freedom to make things happen and charter new revenues of business. Case in point the Annual Dinner of the Prime Minister at the residence of the Commander in Chief, who at the time was Air Chief Marshal Denis La Fontaine, and I had managed to get it catered by Taj Palace, and found myself on the guest list as well.
Whilst handling the World Aviation Safety and Education Congress, organized by the Indian Women Pilots Association and the 99’s (International Body), I became involved in Aviation and secured a Private Pilot’s license. When I informed Mr. Bhowmick my intention to take up lessons in flying, he had a quizzical look and asked me what possessed me to venture into such an adventure. To which I had said with a straight face “House of Tatas and you are asking me not to fly?” He gave me his blessings!
Little was I to know that Mr. Bhowmick would use my flying to make me take up another first! The Taj Palace had an in-house magazine ‘Gupshup’ which was published by our personnel department.  It was a rather drab kind of putting together of news related to the hotel. One fine afternoon I was summoned to Mr. Bhowmick’s office where I found our Head of Personnel Sanjay Jog sitting and looking apprehensible. Mr. Bhowmick, in his usual practical manner, made a statement to the effect that I had been appointed as coordinator of the Taj Palace’s internal magazine! As I started to utter that I had no experience in editing a magazine, I was firmly reminded that I had not known how to fly and yet I become a Pilot. So I became an editor of sorts and it was again a first for me. Needless to say I fully enjoyed bringing out this unique publications, which saw all departments contributing with much gusto!
My unexpected stint in Lexington Hotel in New York was another highlight. In 1985, I was on a break in US and my American friends were coaxing me to take up an assignment in America and, as is the way of destiny, there was a major strike declared in the Hospitality Industry at the time. My friends who were also very close to Ms. Leona Helmsley of Helmsley Palace New York, had earlier mentioned to Ms. Helmsley that I may be interested to relocate. So when the strike call happened I was invited to join the Helmsley Palace. At the same time, I came to know of a call given out to help at the Lexington Hotel in New York, then being managed by the Taj Group. Taj loyalty always wins, so off I went to the Taj Lexington!
One major highlight of my career in the Industry was the invaluable internal training that I received from none other than Mr. Bhowmick. This training made me learn hands-on the workings of each department that existed in the hotel!!
Interestingly, some of us women were very fortunate to have received grooming and make-up lessons by a French Beautician brought in by Simone Tata of Lakme, and somehow I was made to be a model!! It was quite an experience and certainly a high point.
IWH: Who have been your mentors?
Ms. Malkani: January 1982, my first mentor was also my first Boss, Mrs. Bharati Bhowmick. This was when I joined the Industry, at the Taj Sales Office in Calcutta, and I was extremely fortunate to have her as my teacher as I took my first steps in the Hospitality Industry.
Mr. Subir Bhowmick, the ‘hotel maker’ as he was often referred to, is the person who was my Chief Mentor, teacher and guide. He made me see my capabilities in ways that I did not think was even possible.
Chef Rohaina Jayal (the first woman Executive Chef in India way back in 1982) and subsequently Chef Arun Chopra were my guides and instrumental in helping me understand the huge machinery of the ‘Kitchen’ in the hotel.
Mr. J.R.D. Tata is someone I would like to mention very humbly at this point, taught me some lessons during his visit to Taj Palace and during the Diamond Jubilee Celebrations of the Bombay Flying Club, which are unforgettable to this day.
IWH: What challenges have you faced as a woman in the industry?
Ms. Malkani: Delhi as a workplace is a challenge for women even now. In the 80s, one of the major challenges that I had to overcome was the attitude of some of the people, who were unsure of how to interact with me as an equal. This was more apparent as I was found to be very ‘westernised’ and I was single!
There was also the issue of disparity in pay scale. I found that my basic salary was less compared to a male colleague who had got promoted along with me. Needless to say I was quite firm in getting the matter addressed and eventually succeeded. However, the pay disparity is an issue that challenges women even today!
Another disparity in our time was the locker room. Whilst the men had separate ones for the Assistant Managers and upwards, for the women there was only one.
This basis disparity speaks volumes about attitudes. Perhaps today it is different, at least I hope so. With regard to uniforms, in cold climate areas such as Delhi, there was no provision of warm clothing as part of the uniform along with the saree. As a result, for outdoor events, the women who wore sarees as their uniform faced much hardship, including me. I wonder if the situation is any different now. The men had no such issue, though they may have suffered greatly in the summer times in their suits which were galabands!
IWH: What do you think of IWH?
Ms. Malkani: The mission statement of IWH resonates very strongly with me. I do believe women are the agents of change and to have a platform which is in the role of an enabler is most promising. The Hospitality Industry is in a unique position to actually to enable many women to become entrepreneurs, apart from offering promising careers in the Industry itself. It is great to see an organization like IWH giving a voice not only to women in the Hospitality Industry but also to those who have left the Industry to chart new trails in life.  
IWH: Your advice to the young professionals and students. 
Ms. Malkani: To the young professionals, I would say this– Think on your feet, solving a challenge does not require complex workings but common sense always brings about a workable solution. It is most fruitful to have working knowledge of all the departments in a hotel as each of the services are connected to ensure seamless and coordinated delivery. The Guest is not expected to know who delivers what.
What we sell in the hospitality industry is a “Home” and the ambience is all about a “Family”. As a professional though, we must always remember to not let the Hotel become your home. Keeping boundaries between our personal and professional lives is particularly difficult in the Hospitality industry, but is extremely important as the lines often get blurred and for women in the hospitality industry the above is most crucial as we women are wired to make a ‘Home’!
For those in Sales and Marketing in particular, I would caution that while it is tempting to promise the guests the moon to close a deal, the delivery lies with the operations team and nothing can drive a guest away faster than a broken promise. Bottom line for those in Sales and Marketing, there is a crucial need to fully understand and empathize with those in operations. Equally for those in operations, it is wise to remember that a helping hand is needed to be extended to the sales and marketing teams to enable them to close deals so that the business keeps coming!
To those who are the Chefs, step out of the kitchen and freely share your unique workings with the others who are not in Food and Beverage departments.
To a student I would say – the Hospitality Industry is a fascinating place to be in. The Industry actually enables the person to find their hidden capabilities and strengths and prepares the person for any profession that he/she might want to explore subsequently. The numerous skill set that one acquires in the hospitality industry cannot be found in any other place.
Here I would like to share with all, my specialty at work in the Hospitality Industry, was in Logistics, Co-ordination and Troubleshooting, developing what was commonly known as “people skills”- an expertise which remains one of my major strengths in the work that I do even today. It is not mandatory that one has to be qualified only from a catering institute to join the hospitality industry. There is place for everyone and what you learn in this Industry will always be your strength in whatever you do.  
Awards and Accolades
Being a pioneer in managing convention centres has to be one of the biggest accolades for her. She received numerous certificates of appreciation and commendations from all the Conference and Convention organizers including the World Economic Forum, the Customs Cooperation Council, YPO, the Summer Banking School, among others.
For information on her  activities and the causes that she supports, please refer to her  personal website. www.indranimalkani.com

Ms. Christine Saldanha shares her professional journey

She was my first boss and I will remain her eternal fan. There are bosses and there are awesome leaders and she has been a great leader. She mentored us and gave a direction to how we thought; that’s important for anyone who is embarking on his or her professional journey. It sets the pace for the things to follow. Some can take you to the peaks of your career or make you leave the profession altogether. We have many examples of both the types. I take immense pride to write about the lady who has meant a lot to me in my professional journey, she also happens to be the only one who gave me a Memo; though quite upset about it then I take it as one of my prized possessions. It taught me many lessons and also made me realise the reason why I was the ‘chosen one’ for the honour. She and that memo are special to me. I worked with her only a couple of years as she then took up a new assignment that took to another country and I to another organisation. That was more than 20 years ago; fast forward to 2018 I was in Dubai, got her number and called her. She spoke with so much warmth covering all the years that we were not in touch. I couldn’t speak, I only cried listening to her voice- felt as if I was reconnecting with someone very dear. She told me that she was very happy to see the developments in my personal as well as professional life and showered her  blessings on me. No wonder she has become a ‘mom’ to her staff from being their ‘ma’am’; that brings  the essence of this wonderful lady. It is my honour to share the inspirational story of Ms. Christine Saldanha, Executive Housekeeper of the Crowne Plaza (IHG), Dubai.
She enjoys mentoring and coaching her staff. She says that she has come across many individuals who had tremendous abilities in them but didn’t achieve their potentials either due to circumstances or lack of adequate guidance.  Mentoring such individuals and providing them with the necessary opportunities to achieve greater success in both their personal and professional lives gives her immense satisfaction. She has been a mentor to generations of hospitality professionals. I have heard so much about her from hospitality professionals whom I have met on different forums. In fact one of them who works in the middle east wrote to me to share Ms. Saldanha’s story on IWH, he sent me her contact number too. I thanked him for connecting us,  let him know that she was one of my mentors and my first boss;  Small world indeed!
The Early Life
She was born in a small remote village in the state of Maharashtra in Western India.  Her family had limited financial means and their household lacked basic necessities such as electricity, running water or toilets. They were, however; closely knit and protective of each other. As a child, she didn’t have any exposure to the outside world and only imagined what it would be like when listening to her mother’s stories. Her mother had grown up in a city and her stories were a window to the big exciting world that Ms. Saldanha wanted to be a part of.
She dreamt to be a medical professional in her early years. She was always interested in all kinds of home remedies and traditional Indian medicines. However; She could not enroll for a course in any medical college given her family’s limited financial means. She’s still an avid reader of books on traditional Indian medicines and Ayurveda.
Her father, who worked for the Taj Mahal Hotel in Mumbai, took them to visit the city during their summer break; when she was 14 years old. During that visit, She had the opportunity to see the iconic Taj Mahal Hotel. As a girl going to a big city for the first time, she was awestruck looking at the grandeur and magnificence of the iconic Taj. She was impressed with the immaculately dressed staff and the way they conducted themselves. It was an incredible experience that inspired her to consider Hospitality as a career option. Eventually she acquired her Diploma in Hotel Management at 19 and joined the Taj Mahal Hotel. It was like one of her dreams had been ticked. She took up the job with great enthusiasm – stars in her eyes and a strong desire to make it the ‘biggest that she could’ in her career.
She had an illustrious career with the Taj, working there for 22 years;  a large part of which was spent at the iconic Taj Mahal Hotel in Mumbai. She started out in the Housekeeping department and eventually went on the head the department at the Executive Housekeeper. In 1988, she was deputed by the Taj Group, to the St. James Place hotel, London to help with the setting up of the housekeeping department and putting in place the required policies. The following year she was offered the opportunity to be part a of the pre opening team of the Taj Bengal in Kolkata. She helped set up the Housekeeping department and later headed it as the Executive Housekeeper. She spent  8 years at Taj Bengal before returning to head the Housekeeping department at the Taj Mahal, Mumbai.
Another key moment in her life was deciding to move to the Middle East in 2000 after a 22-year career in India. Moving to Dubai, where the workforce was multinational and multi-cultural, was a challenge and a learning opportunity—one that she says she has thoroughly enjoyed.
Currently she is the Executive Housekeeper of the Crowne Plaza, Dubai. The property has 568 guest rooms with 13 food and beverage outlets and numerous banquet halls. Crowne Plaza is a part of the Intercontinental Hotel Group, having more than 4500 hotels all over the world. This property is the landmark hotel in Dubai and is situated on the bustling and glittering Sheikh Zayed Road.
She is also passionate about the environment and sustainability. She encourages her staff to think green and emphasise on “Reduce, Reuse and Recycle” within her department and the organization. Her Team members are now sensitized to instinctively be judicious in their approach such as  keeping  an eye on water usage, switching off lights when not required, making use of the day light whenever possible, recycling paper etc.
She has introduced her team to Laughter therapy, breathing practices and meditation. These practices have become a routine at the beginning of each day. This helps in reinvigorating the team, reduces stress and fosters teamwork.
She is an avid traveler and she says that traveling helps her to take her mind off work for a couple of weeks each year and that is relaxing and rejuvenating. She also practices meditation, breathing exercises and yoga each day as a part of her exercise routine. Which she firmly believes helps in stress management as well.
Challenges faced by women
She says that in the early stages of her career, she had to deal with an inherently patriarchal society where the abilities and competence of a woman were always in question. A woman had to work harder and perform a lot better to be accepted as a leader. It was the same when it came to her authority-  her views to be respected and accepted by colleagues. She adds that it’s a lot better these days with women excelling in every field within the industry. She feels that there is still a glass ceiling and resistance for women to reach the very top – especially at the board level. Very few women find representation at that level, in the hospitality industry and many others too.
She says, “The big challenge for any woman is to balance her personal and professional life. Family and motherhood demand as much time and attention as her professional career. Women play multiple roles at the same time and guilt can seep in any working woman’s life due to a feeling of ‘not being there enough’. The key to success lies in finding a balance and having a supportive ecosystem of family, friends, colleagues and above all the organization that she is a part of”.
Her Advice to the young professionals
Ms. Saldanha says, “My advice to young professionals joining the hospitality industry is to believe in themselves and don’t allow self doubt to creep in at any time. Women shouldn’t let anyone tell them that the industry is not for them. They should challenge themselves and never give in. You only lose when you quit. Women sometimes hesitate to take risks, speak out or take a stand. My advice to them would be to take risks and follow their instincts”.
Awards and Accolades
  • She was certified by the American Institute of Lodging as a Certified Hospitality Housekeeping Executive (CHHE) in 2002 and continues to attend educational seminars and events to maintain that designation further.
  • She acquired her Hospitality Management Certification in 2015.
  • She was awarded the Lamp of Knowledge Award in recognition of her contribution in experience sharing and mentoring young individuals within the industry by American Hotel & Lodging Educational Institute (AHLEI).
  • She won the “Housekeeper of the Year” National Award in 1994 at Mumbai, India. The award gave her the recognition as an exceptional housekeeping professional within the hospitality industry in India.