The small town girl who made it big!

The incredible ordinary small town girl

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

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

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

I was a different child. 

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

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

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

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

The incredible ordinary hotel housekeeper

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

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

And then, there was magic!

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

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

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

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

After the long deliberation, I quit hotels.

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

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

The incredible ordinary hotelier-turned-author

And so I decided to write...

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

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

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

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

To separate ‘services’ from ‘servitude’.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The Lady with the Midas Touch

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

Early Life

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

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

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

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

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

Awards and Recognition

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

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

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

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

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

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The girl who asked many questions- Pamini Hemaprabha

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I now leave you with the below…

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

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Creating Positive Relationships

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

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

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

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

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

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

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

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