Satisfied guests are a testament to the hard work & dedication

Punish B Sharma has created a landmark by establishing the five-star properties into global profit centers and earning international fame for its green hotel philosophy viz: Ecotel. He has been a part of the hospitality industry for more than three decades and worked with many brands of repute. His extensive experience in cross-functional fields offers an expertise in spearheading organizational teams productively and profitably and managing resources optimally for realizing organizational goals. He is known for his exceptional leadership qualities and best known by the team members as a visionary and a People's Person. Physical fitness regimen is one of his passions and he strongly believes in maintaining a disciplined lifestyle with an optimistic and a balanced approach. During his leadership, the hotel has won several accolades that includes being felicitated by the president of the country. Presently he is working as a VP Operations and associated with Rodas and Meluha the Fern, an Ecotel Hotel, Hiranandani Gardens, Powai, Mumbai. Besides he is responsible for a number of other group properties within west India. In a chit chat he expressed his views as follows.
What does a “typical day” look like as Vice President?
As the Vice President Operations for Fern Group of Hotels my responsibilities are multifaceted and demanding. A "typical day" in this role can be quite dynamic, as I oversee various aspects of the hotel's operations and strategic planning such as 
Morning Briefing: My day begin with a meeting with department heads to discuss the previous day's performance, guest feedback, and any ongoing issues or concerns. 
Guest Relations: Sometimes I spend time interacting with VIP guests, resolving any escalated complaints, or attending to special requests 
Financial Review: I review the hotel's financial reports, including revenue, expenses, and profit margins. Identifying areas of improvement and cost-saving opportunities will be crucial to maintaining profitability.
Staff Meetings: I conduct meetings with department heads and management teams to communicate goals, address challenges, and ensure everyone is aligned with the hotel's vision and objectives.
Operations Oversight: Throughout the day, I walk through different areas of the hotel, including the lobby, restaurants, spa, and rooms, to inspect cleanliness, service standards, and overall guest experience.
Sales and Marketing: I meet with the sales and marketing teams to discuss upcoming promotions, partnerships, and strategies to attract more guests and increase revenue.
Human Resources: As a leader, I also be involved in talent management. This may include participating in interviews for key positions, conducting employee performance reviews, and addressing HR-related issues.
Crisis Management: In the event of any emergencies or unforeseen situations, I need to step in and lead the response, ensuring the safety and well-being of guests and staff.
The role of a Vice President in five-star hotels demands flexibility, strong leadership, and the ability to prioritize effectively to ensure the hotel's success and guest satisfaction.
At work, what puts a smile on your face, and what motivates you? Can you relate a proudest moment of your career? 
A proud moment for a hotel's vice president might be achieving a significant milestone for the hotel, such as being recognized as the best luxury hotel in the region, receiving an esteemed hospitality award, or successfully navigating the hotel through a challenging period and coming out stronger as a result. Each leader's proudest moment would be unique to their specific achievements and the impact they made during their tenure.
Guest Satisfaction: Seeing guests leave the hotel with happy faces and positive feedback about their stay is always a rewarding experience for hotel executives. Satisfied guests are a testament to the hard work and dedication of the entire team.
Team Success: Witnessing the success of the hotel's team members, whether it's achieving sales targets, delivering exceptional service, or receiving recognition for their efforts, can bring joy to a hotel vice president. A cohesive and high-performing team is a source of pride and satisfaction.
Positive Reviews and Awards: Receiving glowing reviews from guests and earning prestigious awards within the hospitality industry can be a great source of pride for hotel executives. It validates the efforts put into maintaining high standards and meeting guest expectations.
Developing Talent: Seeing team members grow and advance in their careers due to the support and guidance provided by the leadership team can be gratifying. Knowing that Me have played a part in someone's professional development can be immensely rewarding.
Achieving Business Goals: Striving to meet and exceed revenue targets, occupancy rates, and other key performance indicators keeps hotel executives motivated to lead their teams towards success.
Fostering a Positive Work Environment: Creating a positive and inclusive work environment that promotes teamwork, growth, and employee well-being is a motivating factor for hotel leaders. A happy and motivated team is more likely to deliver exceptional service to guests.
Embracing Innovation: Staying at the forefront of industry trends and adopting innovative technologies and practices to enhance guest experiences and improve operations can be a motivating challenge for hotel executives. 
Brief the prominent issues facing staffing in the industry and do you see trends around wages and operational costs 
Prominent issues facing staffing in the hotel industry are Labour Shortages, Employee Retention, Skills Gap, and Workforce Training and Development. 
What is the relevance of hiring Multitasking /Skilling staff?
Hiring multi-tasking and skilled staff in the hotel industry is highly relevant and beneficial for several reasons:
Operational Efficiency: Having staff members who can work in different roles or switch between tasks as needed allows the hotel to adapt to changing demands and maintain a smooth flow of operations.
Cost-Effectiveness: Hiring multi-skilled staff can be cost-effective for the hotel. 
Flexibility: Multi-tasking staff provide flexibility in scheduling and staffing. 
Enhanced Guest Experience: Multi-skilled employees can cater to various guest needs promptly, leading to a more positive and satisfying experience for guests.
Team Collaboration: Employees who understand multiple aspects of the hotel's operations can collaborate better with colleagues from different departments. This fosters teamwork and communication, leading to a more cohesive work environment.
Problem-Solving Abilities: Multi-tasking staff tend to have well-rounded problem-solving abilities. They can handle diverse challenges, think on their feet, and find solutions independently, reducing the need for constant supervision.
Reduced Dependence on Specialists: This is particularly helpful during peak seasons or when specialists are unavailable.
Overall, hiring multi-tasking and skilled staff brings numerous advantages to the hotel industry, contributing to improved efficiency, better guest experiences, and a more resilient workforce capable of navigating the industry's challenges.
Your ways to best motivate staff?
As the Vice President of hotels, motivating staff is a critical aspect of leadership to ensure a positive work environment, high employee engagement, and excellent guest service. Here are some effective ways to motivate the staff:
Lead by Example: Demonstrate the values and work ethic Me expect from My staff. Be approachable, supportive, and show genuine care for their well-being and professional growth.
Recognition and Appreciation: Acknowledge and celebrate the hard work and achievements of My team members. Publicly recognize their contributions through regular staff meetings, internal newsletters, or awards programs.
Clear Communication: Keep the lines of communication open and transparent. Regularly share updates about the hotel's performance, goals, and any changes that may affect the staff. Encourage feedback and actively listen to their suggestions.
Opportunities for Growth: Offer professional development and training programs to help employees enhance their skills and advance in their careers. Create a clear path for career growth within the organization.
Empowerment: Delegate responsibilities and give employees the autonomy to make decisions within their roles. Empowered staff members feel valued and trusted, which boosts their confidence and motivation.
Employee Incentives: Implement incentive programs, such as bonuses, performance-based rewards, or recognition schemes, to encourage high performance and exceptional service.
Work-Life Balance: Promote a healthy work-life balance by offering flexible scheduling options and respecting time off requests. Encourage employees to take breaks and prioritize self-care.
Team Building Activities: Organize team-building events and activities to foster camaraderie and a positive team spirit. Strong team dynamics contribute to a more motivated and cooperative workforce.
Create a Positive Culture: Cultivate a positive and inclusive work culture where diversity is respected, and employees feel a sense of belonging and purpose.
Listen to Employee Feedback: Actively seek feedback from My staff and act upon their suggestions whenever possible. Knowing their opinions are valued can increase their sense of ownership in the organization.
Celebrate Milestones: Mark significant milestones and accomplishments, both individual and team-based, to create a sense of pride and camaraderie among the staff.
Social Responsibility: Engage staff in community service or sustainability initiatives to instill a sense of purpose and pride in contributing to a greater cause.
Remember that each employee is unique, so understanding individual motivations and tailoring approach can lead to more impactful results. By fostering a positive and supportive work environment, I can inspire the team to excel and contribute to the overall success of the hotels under My leadership.
Can you share what you believe is key in leading a successful hotel today?
Certainly! Leading a successful hotel today requires a combination of strategic vision, adaptability, and a focus on guest experience. Here are some key factors that contribute to successful hotel leadership:
Guest-Centric Approach: Prioritize the guest experience above all else. Understand the needs and preferences of My target audience and consistently strive to exceed their expectations. Personalization and attention to detail are crucial in creating memorable stays.
Empowered and Engaged Staff: Foster a positive work environment where employees feel valued, empowered, and motivated to deliver exceptional service. Invest in their training and development to enhance their skills and knowledge.
Embrace Technology: Embrace and leverage technology to streamline operations, enhance guest interactions, and gather valuable data for better decision-making. Adopting innovations can improve efficiency and guest satisfaction.
Agility and Adaptability: The hospitality industry is dynamic, and successful leaders must be adaptable to changing market trends, guest preferences, and industry disruptions. Being agile allows hotels to stay ahead of the curve and respond effectively to challenges.
Revenue Management: Effective revenue management is essential to optimize profitability. Monitor market demand, adjust room rates strategically, and explore diverse revenue streams to maximize financial performance.
Brand Reputation: Build and maintain a strong brand reputation through consistent quality, guest satisfaction, and positive online reviews. A solid brand image attracts repeat guests and drives word-of-mouth referrals.
Crisis Management: Develop robust crisis management plans to handle unforeseen situations effectively. Being prepared for emergencies and communicating transparently during crises builds trust with guests and stakeholders.
Market Intelligence: Stay informed about industry trends, competitor activities, and market demands. Being knowledgeable about the competitive landscape allows Me to identify opportunities and make informed decisions.
Innovation and Creativity: Encourage a culture of innovation and creative thinking within the organization. Embracing new ideas and initiatives can set My hotel apart from the competition.
Data-Driven Decision Making: Utilize data analytics to make informed decisions across various aspects of the hotel, including marketing, operations, and guest experience. Data-driven insights provide valuable guidance for improvements.
Health and Safety: Prioritize the health and safety of guests and employees. Implement rigorous hygiene protocols and stay compliant with industry guidelines, especially during challenging times like a pandemic.
Leading a successful hotel is a multifaceted endeavor that requires a balance of Guest-Centric, operational excellence, and continuous innovation. By focusing on these key areas, hotel leaders can create a sustainable and thriving hospitality business in today's competitive landscape.
What do you think the next few years hold for the hospitality sector and its growth?
Shift in Travel Preferences: The pandemic has altered travel preferences, with increased interest in domestic and regional travel, nature-based tourism, and wellness experiences. Hotels that cater to these preferences may see greater growth.
Technology Adoption: Technology has played a vital role in the hospitality industry, especially during the pandemic. Expect to see continued integration of contactless services, digital check-ins, and enhanced guest communication through mobile apps and chatbots.
Sustainability and Conscious Travel: Travellers are becoming more environmentally conscious, and hotels that prioritize sustainability initiatives and eco-friendly practices may attract a growing segment of travellers who value responsible tourism.
Personalization and Guest Experience: Customized guest experiences will continue to be a significant trend in the hospitality sector. Hotels that offer personalized services and anticipate guest needs are likely to enjoy higher guest satisfaction and loyalty.
Wellness Tourism: Health and wellness tourism have gained popularity in recent years, and this trend is expected to continue. Hotels offering spa services, fitness facilities, and wellness programs may see heightened demand.
Boutique and Lifestyle Hotels: Boutique and lifestyle hotels that offer unique and authentic experiences are appealing to modern travellers seeking distinctive stays. These hotels often focus on design, local culture, and community engagement.
Increased Focus on Hygiene and Safety: Even after the pandemic, hygiene and safety has become top priorities for travellers. Hotels that maintain rigorous health and safety protocols will gain guest trust and confidence.
How do you support your teams during the constant stress of workload as well as adaptations to SOPs post Covid?
Communication: Keep an open line of communication with the teams. Regularly hold team meetings or huddles to address concerns, provide updates on new SOPs, and gather feedback. Transparent communication helps reduce uncertainty and fosters a sense of unity.
Empathy and Understanding: Show empathy and understanding towards the staff's feelings and challenges. Recognize the additional stress they may be experiencing due to the workload or adapting to new protocols.
Training and Education: Ensure that the teams receive thorough training on the updated SOPs. Invest in their professional development to build confidence in handling new procedures and technologies.
Workload Management: Evaluate the workload distribution among team members to avoid burnout. Balance the responsibilities and provide necessary resources or staffing support during busy periods.
Recognition and Appreciation: Acknowledge the hard work and efforts of teams regularly. Express appreciation for their dedication and commitment to delivering exceptional service.
Flexibility: Be flexible in accommodating personal needs or unexpected circumstances. Understanding employees' work-life balance helps to reduce stress and boost morale.
Lead by Example: Demonstrate a positive and composed attitude during challenging times. Leading by example can inspire teams to remain resilient and focused.
Team Collaboration: Encourage teamwork and collaboration among departments. Cross-training employees can enhance adaptability and foster a supportive work environment.
Celebrate Successes: Celebrate milestones and achievements, no matter how small. Recognizing success boosts morale and reinforces a sense of accomplishment.
Create a Supportive Culture: Foster a culture of support and camaraderie. Encourage employees to help one another and be responsive to their colleagues' needs.
By prioritizing teams' well-being, providing the necessary resources, and fostering a supportive work environment, I can help my team to navigate through stressful times and adapt successfully to the changing landscape in the post-COVID era.
Which are the F&B initiatives you are devising / employing to entice & improve Non-Resident Guest Covers?
Seasonal Menus: Creating seasonal menus that showcase locally sourced and fresh ingredients. Changing the menu regularly can attract repeat customers who want to try new and exciting dishes.
Special Events and Promotions: Organizing themed dining events, such as wine tastings, chef's table experiences, or holiday-themed dinners.
Food Festivals and Culinary Experiences: Hosting food festivals and culinary events to draw food enthusiasts from the local community.
Happy Hour and Beverage Offers: Offer attractive happy hour deals and promotions on beverages to encourage non-resident guests to visit during off-peak hours.
Brunch and Afternoon Tea: Introduce brunch and afternoon tea services, which are popular with local guests looking for leisurely dining experiences.
Local Partnerships: Collaborate with local businesses, such as theaters, museums, or sports venues, to offer pre- or post-event dining packages for their patrons.
Loyalty Programs: Implement a loyalty program that rewards non-resident guests for frequent visits or spending. This can encourage repeat business and foster a sense of belonging.
Social Media Marketing: Utilizing social media platforms to showcase F&B offerings, share behind-the-scenes content, and engage with potential guests.
Tasting Menus and Chef's Specials: Introducing tasting menus or chef's specials that showcase the chef's creativity and expertise. These offerings can attract adventurous diners seeking unique culinary experiences.
By implementing a mix of these F&B initiatives we try to build a loyal customer base.
Sustainability has become increasingly important in most industries today. What measures or practices do you have in place to conserve the environment?
These are some measures adopted by us to conserve the environment
Energy Efficiency: Implement energy-efficient technologies, such as LED lighting, smart thermostats, and motion sensors, to reduce electricity consumption and carbon emissions.
Water Conservation: Install low-flow fixtures and water-saving devices to minimize water usage, and encourage guests to participate in linen and towel reuse programs.
Waste Management: Practice waste reduction and recycling initiatives throughout the hotel, including composting food waste and properly disposing of hazardous materials.
Green Building Design: Utilize sustainable building materials and design principles to achieve eco-friendly certifications, such as LEED (Leadership in Energy and Environmental Design).
Eco-Friendly Cleaning: Use environmentally friendly cleaning products and procedures to reduce the use of harmful chemicals and promote a healthier environment.
Renewable Energy: Invest in renewable energy sources, such as solar panels or wind turbines, to generate clean energy for the hotel.
Green Meetings and Events: Offer eco-friendly meeting and event packages that focus on sustainability, such as paperless communication, locally sourced catering, and recycling stations.
Environmental Education: Educate guests, staff, and the local community about sustainable practices and the importance of environmental conservation.
Community Engagement: Engage with the local community on sustainability initiatives, such as beach cleanups, tree planting, or supporting conservation projects.
Monitoring and Reporting: Regularly measure and report on the hotel's sustainability performance to track progress and identify areas for improvement.
By adopting these measures and integrating sustainability into their operations, hotels can contribute to environmental conservation, attract Eco-conscious guests, and demonstrate their commitment to responsible business practices.

(This story has been published under arrangement from Better Kitchen magazine)