Life comes full circle!

My association with Bianca goes back to more than 24 years, we have been batch mates at IHM Mumbai and then Batch mates at the Taj Management Training Program, we worked as colleagues there for over 3 years. Then we got the offer from our alma mater to join onboard as faculty, we both deliberated over that, she decided to move to Australia for higher studies and then ultimately settle there and I chose to take the offer and get into teaching, learning and development. We moved organizations and job profiles but have been in touch all through. What I have seen about Bianca is her affable nature and very pleasant personality.

She connects with all at equal levels, making friends and associations wherever she goes. She is a role model to many, a thorough professional, a doting wife and a loving mother to her two children. She is a great leader who motivates her teams to give their very best- Always! She works with many nationalities but manages her work and teams very well. She is a training school in herself, her extremely supporting husband Andre and two children complete her world. I thought it would be great to hear her inspiring story and she obliged. Here’s Bianca’s story.

Having grown up in Dahanu, India , as a little girl I was always fascinated by hotels whenever we visited Bombay and I think I was 10 or 11 when mum and dad took us to Gateway of India. That’s when I saw the Taj Mahal Hotel and said to myself “one day I could work here.”

Back then it was only a dream....

Read The Full Story Here: http://www.theiwh.com/life-comes-full-circle-ms-bianca-desouza/

Website: http://www.theiwh.com/

The Food Technologist Chetali Shah

Being from a kutchi-gujarati community, it was difficult for a girl to even think about working post-graduation as they were expected to marry guys who have family businesses and limit themselves to kitchens. This was about more than a decade ago, obviously the scenario has changed now but I am glad my parents thought differently. While bringing up all the three daughters and a son, they did not differentiate based on our gender; we were all treated equally and provided with equal opportunity to become independent. I was the lucky one to have two elder sisters who guided me on my career front. Learning from their experience, they advised me against taking the Commerce stream and opt for a professional course, which will help me develop a career.

Being good with studies and scoring well in SSC led me to choose the science stream. Like every other student, I was in dilemma what to choose post HSC, given the plethora of career options available. At that time, I had seen my neighbour work in a five star hotel as a hygiene manager and the kind of work she did in hygiene and food safety excited me a lot and I followed her footsteps of choosing food technology as a specialisation course to pursue my career in.

Read the Full Story Here: http://www.theiwh.com/the-journey-of-a-food-technologist-ms-chetali-shah/
Website: http://www.theiwh.com/

The Chocolatier Zeba Kohli

When I joined IHM Mumbai, (Dadar Catering College) in 1994, that’s the time I used to see the Fantasie Fine Chocolates hoardings near the institute and that’s also when I heard about her. I am a chocoholic and you can imagine the adulation I had for the brand and Ms. Zeba Kohli. It's indeed my honour and a privilege to be able to share her story to the masses not just the hospitality and Page 3, on this portal meant for the women who have shaped the hospitality industry and whose contributions are truly note worthy. One such lady is Ms. Kohli, Chocolatier & Entrepreneur who has had a stellar career spanning over three decades. She has been handling Fantasie Fine Chocolates, her maternal grandfather’s venture.When it comes to chocolate brands in the Indian market, Fantasie Fine Chocolates is one name that stands out.

Being a third generation chocolatier, Fantasie Fine Chocolate was started in 1946 by her maternal grandfather. She has reinvented and revamped her brand. Her designer chocolates have captured many hearts making it the most loved Indian Designer Chocolate Brand. She has created not only a huge spectrum of flavours but also chocolate body paints and chocolate fashion accessories.

She not only is passionate about making world class chocolates but also conducts workshops for adults and children. Under her brand she also organizes Chocolate Theme Parties and amazing Chocolate Buffets.

She is the Managing Director of Good Housekeeping and was featured as an Inspirational Woman by Zerbanoo Gifford in her book ‘Confessions to a Serial Womaniser: Secrets of the World’s Inspirational Women’ in London, U.K., in September 2007. She was also featured by Dominique Hoeltgen, Journalist/ Author, Paris – Mumbai, in her book ‘Inde, la revolution par les femmes’.

The Early Life

She comes from an affluent business family of Mumbai. She did her schooling from the Queen Mary School, Mumbai and her graduation from Sydenham College of Commerce & Economics, attaining her Bachelor of Commerce from University of Mumbai. She was a meritorious student, a recipient of merit offer for Government Scholarship in the academic year 1988 for additional studies. She is fluent in many languages such as Hindi, Marathi, English, German and French. As a child her interest was Science but when she reaIised that she was the grandchild, chosen to helm their family business she moved to commerce and Accounts. It washer love for Science that helped her develop logistics and gave her the required knowledge and skill sets; as chocolates are temperature sensitive, they are fragile making it extremely important to maintain the optimum temperature.
Every day is a high point in her career as she loves to learn as well as teach. She is able to activate both on a daily basis with extreme ease.

She says, “While growing up, I always felt in business meetings that members of the opposite sex would look at me with humor in their eyes trying to analyse if I was serious at work & would I walk the talk.Today at the fabulous and fearless age of 52, I still do believe that we have miles to go before women are treated equally in all stratas of the society and in all categories of jobs.”
She took over the family business including Banquet Halls and the family Educational Trust at an early age.With several awards acknowledging her credibility as a Chocolatier and for her contribution in social work by providing exemplary services, Ms. Zeba Kohli is an eminent name amongst confectioners in the country. She has also created amazingArtand theme events including the international brand TUMI.
Ms. Kohli has been on the jury of the World Chocolate Masters India and was an ambassador of the Belgian brand Callebaut. She received certificates for training in Chocolate making from several places around the world.

Recently, she has created a new line of Brownies called “Fancy That’’ which will Soon be available Online.

She has also participated in and contributed to several women empowerment conferences, urging women across the country to rise as entrepreneurs, being an inspiration to many. She is a Voluntary Cancer Counsellor and runs an educational Trust. She also mentors young entrepreneurs in colleges and has created a platform called PROJECT 7 to promote budding entrepreneurs & she Counsels Cancer patients on nutrition.

She says that every moment is her best moment at work. She focuses on it completely and passionately. Probably Iyengar yoga in the evenings completely relaxes her. The time spent with her family (husband Mr. Rajesh Kohli and their two lovely daughters) and laughter are her staples of happiness. She loves South India &south Indian filter coffee!
This woman of substance has appeared in several television shows, to name just a few:

• ‘Manasi’ on Women Entrepreneurs,
• Appeared on Breaking Bread with for NDTV Good Times with Aditya Bahl.
• Appeared on Do IT Sweet for NDTV Good Times with Natasha.
• Appeared on show “Pressure Cooker” for NDTV Good Times with atasha.
• Organising the Chocolate Task for Kingfisher Calendar Model Hunt for 2011.
• Invited at the Times Now Foodie Awards, 2011 on February 13th to give away an award.

Some of her Interviews

• The ‘India  Business  Report’ T.V Show,
• The Food Show, Starplus, CNN,
• By Shekhar Suman on Sabe TV in “Carry on Shekhar”.
• By Pooja Bedi on Zoom TV in “Not just page 3”
• WithVikram Kaushik – Tata Sky on Times Now.
• WithYukti Anand of UTV World Movies for the show CEO's pick 2.
• Indira Award – 8th Indira Marketing Excellence Award “ Brand Leadership Award”
• Rotary Awards for service.

She has graced the cover of the Upper Crust Magazine in 2014, Food Magazineand the Prestigious SAVVY Cookbook. Ms. Kohli also appeared in the much loved FeminaWomen’s Magazine. Her articles and recipes were published in many newspapers and magazines. She has also been interviewed by several maganizes and dailies such as the BBC Good Homes, The Upper Crust, Verve, Society, Taj City Guide, Elle, Food Talk Magazine, Harper’s Bazaar, The Times of India, Business world etc. just to name a few.


Awards and Accolades

 Zeba Kohli launched LINDT Chocolates of Switzerland in India over 25 years ago. She was on the panel of judges at the 2012-13 and 2013-14 Mumbai edition of the World Chocolate Master hosted by Callebaut. She has also been appointed an Indian honorary ambassador by Barry Callebaut.
Some of her awards are:
Best Chocolatier - Times Food Awards2013   - Mumbai
Best Confectionery - Times Food Awards 2013 - Pune
Best Desserts and Bakes - Zomato.com,  2013
Judge at World Chocolate Master -   Callebaut2012
Best Chocolatier - Times Food Awards 2012 - Mumbai
Best Confectionery -Times Food Awards2012   - Pune
Best Desserts and Bakes (Pune) - Zomato.com and Citi Bank, 2012
Best Chocolatier -  Times Food & Nightlife Awards2011 - Mumbai
Best Confectionery - Times Food Awards2011  - Pune
Best Chocolatier -  Times Food Awards2010 – Mumbai

Her advice to the students, young professionals and entrepreneurs
“Staying Relevant and staying in tune to the fast changing trends in the Hospitality Industry. Learning constantly by attending workshops,reading up on the latest innovations has helped me improve constantly & I believe everyone must learn and apply their learnings on a regular basis.”

The Chocolate Queen of India’s thoughts on the IWH:
“I think IWH is a great platform for women in the Hospitality Industry to share experiences and offer tips to the budding future women in this Industry.”

Read the Full Story Here: http://www.theiwh.com/ms-zeba-kohli/

Website: http://www.theiwh.com/

Camellia Panjabi - the woman of substance!

I met Ms. Camellia Panjabi in 1995, when she was the chief guest at the valedictory function of IHM Mumbai. I was in the first year of Hotel Management then, had won an award that I received from her. She also addressed the audience, we all loved what she spoke and I guess we still carry the message in our hearts; a message that some of us still use as a guide in our personal or professional lives. During my years at the Taj Mahal Palace and Tower Mumbai, I have experienced and lived a strong work culture; it used to be called the ‘Taj way’. During the late 90s the campaign was called ‘She is the Taj’. I was a part of it. I remember doing a video where we, a selected few from different departments had to say as a team, “We can and we will” and now the experience is called the ‘Tajness’. A few things have the power to incite the ‘Real Passion’ in you; every moment every day. Over the years Tata values have embodied our real selves and contributed to delivering pure “Tajness”. When I look back, somewhere I get a notion that the idea of strong meaningful campaigns probably came from Ms. Panjabi.

She has played a very important role in shaping up the Indian hospitality industry, she is not only credited with creating hotel sales and marketing but also her culinary achievements are noteworthy; she introduced Indian cooking in the UK. She along with a core team under Mr. Ajit Kerkar transformed the Taj Mahal Hotel Bombay into the country’s finest hotel company. She is regarded a legend in the hospitality and culinary world. She was the Director on the Board of the Taj Hotels for over 31 years. She serves as the Group Director along with her sister Namita Panjabi, her husband Ranjit Mathrani at the award-winning Masala World restaurant group that specialises in authentic, regional Indian cuisine. Masala World owns three upmarket restaurants in London – Chutney Mary, Veeraswamy  and Amaya. Uniquely, it also operates in the mid-market with the expanding Masala Zone brand.

Subhash Thaker a Taj veteran says, "Camellia was the spirit of the TAJ. She showed the way with her own example and walked the path she preached. In Marketing of hotels, we are yet to see any one like her. Great leader, visionary and harbinger of Tata values."

The early life

Born in Mumbai she studied economics at Cambridge in the 1960s. She came back to India and applied for a job in the Tata Administrative Service. In those days most big organisations were managed by men and women hardly reached the top. The Tatas hired her, purely on her merit, ignoring the unwritten protocol of not hiring women for key roles. She was confident and very straightforward in her interview, which impressed the interviewer. She landed the job when she told the interviewer that she could fire a gun which was more than what most of the Tata executives could manage; that was the icing on the cake - making her a part of the team and she embarking on an extremely illustrious career. A career, that became a game changer. She started work with the Tata Oil Mills, after a short stint there she was asked to be a part of the Indian Hotels, that managed the Taj; then it was just one property (minus even the tower wing).
When she came to the Taj as a young trainee Taj was a unique place, having its own merits and challenges. There were scores of staff who had been there for twenty, thirty and even forty years. It was a place that had reached it’s pinnacle as the staff knew their job in and out, they had lived them! They knew their guests well even though they kept no records such as names, family history, preferences, likes or dislikes.

Mr. Ajit Kerkar, her boss then, was on a mission to modernize the hotel. That involved an ambitious training programme, bringing in catering professionals, rotating chefs between sections (of the kitchen) that resulted in the Taj creating excellent all-rounder chefs. A programme of merit-based professional recruitment began in all departments. A Taj Management team used to visit all leading catering colleges in the country annually, and they’d select a few from every college. What the Taj looked for were people with the right value systems, who wanted to rise in life through sustained hard work and dedication, just like their parents, whom they observed closely. They weren’t looking for people who were already very smart or polished. What they looked for above all, was high integrity, the ability to work hard consistently and conscientiously, to respond beyond the call of duty, to always be able to put guests first, and to work under pressure. These were the core values they looked for; things like personality, grooming, hospitality techniques could be worked on later. Mr. Kerkar’s instructions were not only to look for leaders but also followers. And everybody had to be home grown so that they had imbibed this distinctive Taj culture. Every single recruit to the Taj Bombay, including the waiters, was personally interviewed by him. He always wanted to know the person, his family background, and his motivators. Taking the cue from him, Ms. Panjabi too traveled the country interviewing every sales executive herself. Thus she built a strong team of sales professionals, who helped her later as the Taj  grew from one property to a magnificent chain.

She along with Mr. Kerkar was responsible for redesigning the Taj. Mr. Kerkar persuaded Mr. JRD Tata to let him open a new wing on the site of the old Green’s Hotel.
When I spoke to her regarding this she said,"Everything the Taj stood for had hundreds if not thousands working in unison. She says, "The creation of the new wing of the Taj was already decided by the Indian Hotels board and ABK ,  Xerxes and Col Sawhney before I joined in 1969, and the digging of basements was in progress!"
When the tower wing came up, Mr. Kerkar and Ms. Panjabi had decided to venture into Goa, which the Taj created as an Indian destination entirely on its own. Later they took over the management of the Rambagh Palace in Jaipur and the Lake Palace in Udaipur, transforming them into the world’s best, taking them on the world map.The Taj became a national chain with the opening of the Taj on Man Singh Road in 1978. The hotel was an instant success, becoming the most sought after hotel in the city.

Taj hotels got their persona from Ms. Panjabi’s vision. The marketing campaigns she launched positioned the Taj group as the country’s leading luxury chain and she ensured that hotel group looked every bit Indian. In the 70s, when India was not really known for luxury, Ms. Panjabi found the perfect market niche - the best of Indian hospitality and luxury that this country could offer; that was the Taj Hospitality.
Also Indian hotels were not really known for their food. It was the Taj that changed that by becoming the first hotel to break away from the eggs to order or waffles and breakfast cereals formula to serving their guests idlis and dosas on the breakfast menu. Shamiana, the coffee shop at the Taj Bombay, was the first to put items like pav bhaji on the menu. Other firsts that she offered was, when Machan opened in Delhi in 1978, she asked to keep the prices low so that the younger generation could use it and sample the offerings from the hotel. The Golden Dragon at Taj Bombay was India’s first Sichuan restaurant and it changed the way in which Indians perceived Chinese food. The House of Ming at the Taj Delhi offered delightful Cantonese and Sichuan creations which were loved by the Indian palate.

In 1982 the Taj opened The Bombay Brasserie restaurant in London that made Indian food trendy. She led and planned the operations; she served sevpuri as a starter at the top London eatery, that’s where she became a game changer. Her recipe book, 50 Great Curries of India, is probably the bestselling international Indian cookbook of all time. Another contribution of hers was the opening of Bangalore’s Paradise Island in the 80s and introducing Indians to the cuisines of Thailand, Malaysia and Indonesia resulting from her own love of the Far Eastern food. Her dream was to prove to the world that Indian cuisine is as sophisticated and as advanced as the French, Japanese, Thai or any other cuisine. She took pride in being an Indian and strived all to be proud of the rich heritage. Her life and career demonstrate that and crown her as the queen of Indian food just like she is credited with the advent of the hotel sales and marketing departments.

Chef Satish Arora who worked closely with Ms. Panjabi says, "I was fortunate to work closely with her on a few projects like Shamiana, Bombay Brassiere, Raga in New York, Golden Dragon to name few. Yes she is the one who made Taj with our own Dynamic Mr Ajit Kerkar."
Ms. Camellia Panjabi says, “For all of us, working at the Taj was not just a job, it was our very life.That same spirit has been transmitted to the new generation of younger professionals, that spirit will always live on. The General Manager of a Taj Hotel, after a regular day of administrative work, was expected to be in the lobby in the evenings, to receive and welcome guests, whether they were residents or just visiting our restaurants. He was to be like a host receiving his personal guests at his home. Some might say this was an old fashioned notion of hospitality, but that was the Taj way”.

Another associate of hers who worked very closely with her for more than two decades and spoke so fondly of her was Mr. Partha Chatterjee, in fact he wanted us to meet so that he could share many more instances and anecdotes. I am truly humbled, Taj has created such greats and will continue to do so. You can take a man out of the Taj but you can't take the Taj out of him, holds so true for each one of us who has been a part of the Taj family.

She continues to be connected with the legacy, she attends Taj reunions and I guess that’s where people get to feel her persona.

Awards and contributions

• MBE (Member of the British Empire) - A recipient of the prestigious Member of the Most Excellent Order of the British Empire (MBE) that was conferred on her in 2013, a British award that is roughly equal to our Padma Shri)
• Authored 50 great curries of India, the bestselling International Indian cookbook of all times.
• The 2005 Tatler Restaurant Awards recognised Masala world with the Restaurateur of the Year award, the first time it went to purveyors of non-European cuisine.
• Amaya won both the London restaurant and new restaurant of the year awards in the 2005 at the Tio Pepe ITV London Restaurant Awards.
• Regarded as the leading authority on authentic Indian cuisine which she has researched extensively in people’s homes, Maharaja’s palaces and wayside stalls rather than conventional restaurants.
• Created Hotel sales and Marketing in India.

Read Full Story Here: http://www.theiwh.com/ms-camellia-panjabi/

Website: http://www.theiwh.com/

Risen like a Phoenix

Risen like a Phoenix from the Ashes, is how award winning Chef Reetu Uday Kugaji describes her life and professional journey so far. She says that it was her immense faith in God, her dedication, passion, and hard work towards the goal that helped her to rise like a phoenix from Ashes. She adds that the road to success has not been a cake walk. In conversation with this feisty lady and a chef mentor to many hospitality professionals. She is immensely motivating, she works with teams and takes pride in the achievements of her students whom she calls her 'bachhas' (kids). Here’s a glimpse of her inspirational and incredible professional journey.

Chef Reetu says, “Behind every successful woman there is another woman and that’s my mother.All that I am or ever hope to be, I owe to my angel mother in Heaven. 

She was a fantastic cook , she prepared the divine food for the entire family with the secret ingredient called “Love”.  

Read Full Story Here: http://www.theiwh.com/risen-like-a-phoenix-from-the-ashes-by-chef-reetu-uday-kugaji/

Website: http://www.theiwh.com/

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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Indian Women In Hospitality

I am extremely happy today; in fact my happiness knows no bounds! I feel finally have created something which can really go far as the saying goes, a small step leading to a giant leap! A  platform for the Indian women, working in the hospitality industry. It’ll be used for knowledge & experience sharing, networking, mentoring and collaborating. We have come far indeed but a lot needs to be done. Together we all can achieve more!

Look at inspirational stories among us, motivate us to give our best, share our concerns, and get mentoring but above all each woman empowering the other!  That’s the focus of this group. Would like to get every success story reach the others through blogs and you never know when that can give shape to a book. That’s the vision, to have a collection of success stories from the fraternity.

I believe we have amazing women among us who have beaten every stereotype to reach where they are in their careers and life. There are super women who have been there and done that let their stories guide the others who are just embarking on this journey. It’s easy for women to work for a couple of years in the industry and then switch track, not finding it their cup of tea. We see high turnover among women employees in hospitality. Whereas the truth is that hospitality comes naturally to women, so making a career in the industry can be utilising their strengths to the core. They also make great managers just like men. In my own experience I have felt the privilege of being a woman at my work place. There is respect, caring and the challenge of walking shoulder to shoulder with the men. Gender equity is the mantra to follow and not become a victim of gender bias!

I often hear from my ex students, colleagues as well as women I met across the country during my training programs, writing to me seeking guidance. I end up counseling them, sharing whatever best I can but I feel I am not equipped to handle all on my own. This platform will thus create a bigger bandwidth, a support group where one can seek help from the others.

A local newspaper approached me to write a column in their supplement. Now this was an offer that I couldn't resist simply for the love of sharing my thoughts with people. The thoughts of hospitality as a career, as I still feel people in India, need to know it better.

The Hospitality and Tourism industry offers careers that are dynamic, challenging, thrilling and vibrant in nature. The industry offers many opportunities to the people with the right skills set. A recent study by the World Travel & Tourism Council shows that the hospitality industry is the largest employer worldwide hiring 1 in 12 workers, and this number is set to grow with the continued expansion and growth of the sector. The industry is not really understood well by the masses. Most of them associate it with glamour but there’s a lot of hard work, discipline and the love to serve others that goes hand in hand. Hospitality is all about doing things that come from the heart, manage events and create memorable experiences for the guests. 

Being in the industry for more than two decades and counselling parents and students as well as employees over the years, I have felt that it is extremely important for the students or new employees to know how the hotels operate and what career paths will be available to them. 

Anything first is always very special. The article will remain special to me.

I thought of sharing a very important concern that comes up during my counselling sessions- gender stereotypes! Not that I am a feminist who shouts from the rooftop, but when it comes to dealing with concerned parents of youngsters who are thinking of venturing into a career in the hospitality industry I get asked often how the industry was for girls. 

I am a girl, of course a lady now! Have been in the industry, for almost 21 years. Studied in a hospitality college where the boys to girls ratio was 7:1 (most professional courses show this kind of ratio), a hosteller while there, done my intern ship of 6 months in the second year of college. I have worked in the hotel operations for the first 4 years of my career before getting into academics and after 6 years of that, I am back having one foot in the operations and the other in teaching, learning and development. I haven’t really experienced any bias anywhere, but I was a fighter just like many other women of my generation! Can say that; the industry is very safe to work in. In fact hotels take great care of their women team members. Within the hotel, which is a 24 hours operation it’s absolutely as safe as one’s own home. Women also need to work in shifts but shifts are followed in such a manner that they change at convenient hours so that one can travel back home safely. If a shift gets over after 10 pm then the ladies are given a home drop in the hotel car.

In today’s’ day and time most professions work round the clock so employees need to adapt to the  shifts concept, be it a hospital, a hyper mall or a petrol pump. These places are also safe for women to work.

The opportunities that the hotel industry offers are one of the best. Initially they may not be the best paying but in the due course they are also equally challenging and rewarding. In fact the merits are many such as working anywhere in the world, experiencing the product and holiday plans with family being some of them.

So when the industry holds so much potential why don’t the women who work there make great careers? We need more role models and more take charge women. Indian women in hospitality will bring such women together and create and share success stories.

In any work culture, relationships are necessary for employees to attain professional success. Women in particular need support from people in positions of authority who use their influence intentionally to help others progress. That support and empowerment are essential to ensuring career advancement and professional development. Women may have a lot of mentors but they also need advocates or supporters, who will give them visibility, talk about their accomplishments on the board and promote them for higher opportunities.

There are very few examples of women role models in workplaces. You can’t be what you can’t see. Research shows that almost two-thirds of women reported a lack of senior or visibly successful female role models as a major obstacle to their career advancement. Not many women hold leadership roles in spite of a substantial representation at work place. Give them the wings and see them soar high. Not just they flying but they taking the entire organisation to great heights.

We have come a long way but there are miles to go before there's fair representation and equal opportunities for women. Let's make workplaces productive and happy not just profitable businesses. Women dream to get equal opportunities and recognition for their work, which is long due. Let's all make that dream a reality. A woman has the power and ability to make castle with every brick thrown at her. Let them use this power to engage, inspire, motivate and empower each other.

 

PS: Women in Hospitality, Travel and Tourism can join the Facebook group: Indian Women in Hospitality.  https://www.facebook.com/groups/141735206638001/
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Website: www.theiwh.com Picture Courtesy: Ladies in Hospitality event (taken only for representational purpose)

Hospitality Attitude

Hospitality is much more than a simple welcome or an offer of food or drink. It is an attitude that opens us to others and receives them on their own terms. In other words, what we know as anticipation of others needs, in this case the guest needs!

Attitude is evaluative statements or judgments concerning objects, people or events. Attitude generally has two components figuratively speaking. Affective component could be emotional or a feeling segment of an attitude whereas Behavioral component is an intention to behave in a certain way towards someone or something.

It is easy to train someone to do a job but it's extremely difficult to train someone with a poor attitude. One needs to work on the attitude first, if that's right anything can be done and achieved with great success.

The key  is to paying attention. We need to get out of ourselves and become interested in the expectations of others. I have been a part of the hospitality industry for over two decades and I feel its not just your physical assets such as the building and other tangibles that are important in the success of the organisation but its the attitude and qualities that the employees possess and display.

Lets look at what makes a great hospitality attitude. It is extremely simple, doing things from the heart and having certain basic qualities and personality traits.

Willingness to serve

The employees should possess and display readiness to serve others. Customers here are referred to as guests and guests need that special attention.

Physical Fitness

The job is demanding with long hours of work, working in shifts or involving a lot of physical work. If not that then it could be standing for long hours.
Grooming standards
A pleasing personality with well groomed appearance makes an employee the perfect hospitality professional.  

Guest is always right! ....A guest is a guest is a guest!

A guest is a guest, lets not look at whether he is right or not. Hotels place a very high priority to guest satisfaction. Now that has moved a notch higher to guest delight or creating that dazzle.

Personal  and  Professional ethics

Ethics are your sense of right and wrong. Morals and values that define how you are as a person are your personal ethics. How you behave and conform to the rules in a professional setting are  your  professional ethics. One must maintain the dignity of each domain.

Integrity

The employees should be honest and have strong moral principles as they deal with both hotel assets as well as guest valuables.

Diplomacy

The employees should be sensitive in dealing with others and they must achieve peaceful resolutions in guest interactions. If not a solution, it must at least facilitate discussions.

Communication Skills

The most successful in the hospitality business are those with excellent communication skills. They can communicate effectively both verbally and in writing also displaying positive body language always.

Computer knowledge

A great hospitality employee should have good computer skills and should be familiar with a wide range of technological applications that are used in the industry.

Knowledge of Safety and Hygiene 

Employees should be  familiar with rules of safety and hygiene as they apply to kitchens, restaurants and other places where guests spend time

Interpersonal skills

The very nature of the business is to provide immaculate customer service, the base for the same being one's interpersonal skills.
Leadership
The employees must have strong leadership quality and the ability to take charge that contributes to an organization's overall success.

Loyalty and Commitment

One must be loyal to the organisation and also do whatever it takes to keep customers happy. That's the key to creating repeat business and important for any industry not just hospitality.

Multi tasking
To stay focused , the employee should be organized and multitask with efficiency. They must be thorough in their work and realize that any oversight could result in customer dissatisfaction or loss of business.

Enthusiasm

Great employees are enthusiastic about their jobs and they strive to do their best at every interaction. They give their customers the best service available and create that WOW experience every time!

Teamwork 

Every employee needs be a team player. No one can succeed alone in a people dominated industry. Everyone's contribution counts. 

Anyone who wants to build a successful career in the hospitality industry, this could be your guide to what it takes to be there and all those who are already working as professionals can use this as their checklist!
I believe that education is the forming of impressions on the soul.

Picture courtesy: Apeejay Institute of Hospitlality