Hospitality begins with a good heart
Crafting unforgettable guest experiences, with compassion
[Image by Frans Van Heeden @ Pexels]
Dear Reader,
Do you love to binge-watch movies about hotels? Or binge-read books on hotels? Trust me, you’re not alone!
Last December, when I was in Kerala attending an event, a senior manager at Taj Vivanta, Kochi mentioned that the hotel was fully booked till February 2025! An interesting fact is that most bookings are by foreigners, followed by domestic tourists.
While we were talking, a group of Sri Lankans in the lobby were awaiting their cruise with excitement and a lady who had to join them almost missed them by 15 minutes, oh boy, she was so upset! She began chiding the manager for not alerting her when her group members had headed for the cruise. The manager listened to her and gently reassured her that she wouldn’t miss the cruise - the relief on her face was a joy to behold. Her anger subsided and she couldn’t stop gushing about how excited she is.
That’s the crux of hospitality - solving problems with compassion, letting goodness percolate every experience - nurturing the guest’s happiness.
Two weeks later, I asked the same question to a restaurant staff member at Taj Malabar, Wellington Island. His reply was that their hotel is fully booked too!
While we see hotels from ‘outside’, what does it feel to be working inside the hotel, taking care of guests and ensuring they have a fine experience? There’s one way to find out: READ!
Read Rattan Keswani’s memoirs, ‘Check-In, Never Check Out’.
Candid insights percolate every chapter in this book.
Get an insider’s insights and extensive knowledge of the hospitality industry.
[Image: Pixabay]
When the horrific 26/11 shocked the entire nation and left a huge impact on the country’s hospitality industry, the author was tackling an unprecedented tragedy.
Describing the Mumbai terror attacks, “It was surreal like a war movie but this time everyone was living it, we were on a battlefield, we could hear shooting and explosions continuously…”
The author shares his experience in the following words:
“The staircases were stained with blood as many innocent lives were taken mercilessly. The all-day diner bore witness to countless deaths. The Indian restaurant had been the second venue to be hit. We lost a staff member there who had been burnt alive by them. When the gunman had made their way to the Indian restaurant, an act of unparalleled bravery and resilience took place. The hostess managed to close the door (she got hit by a bullet while doing so) and led the evacuation of all the guests from kitchen and fire exits. We had no idea of those that had survived or were stuck in the corridors of the hotel during the first wave, guests and staff alike. …”
Referring to the courage of his staff including the hostess who had helped evacuate guests and was shot while doing so, “She had been one of the few who managed to evacuate the maximum number of people….Despite her injuries, she had managed to stay strong and fulfil her duty of ensuring the safety of those around her.”
A young management trainee at the hotel showed exceptional courage. She helped 10 guests to get out of the building safely. Amidst gunshots, fire and embers from the RDX that had blown up, she risked her life to make sure guests were safely out of the hotel.
“I am incredibly grateful for the opportunity to have witnessed such amazing acts of bravery and selflessness.
Whenever I sit back and think of these events, a sense of pride crawls in me.
It serves as a reminder that even in the most hopeless circumstances, there is still reason for optimism, which can be found in the tenacity and resilience of the human spirit.”
- Rattan Keswani
There’s one more reason this book is a must-read reference point: the author.
With over three decades at the helm of the hospitality industry, Rattan Keswani has served as the President of Trident Hotels, which is part of the EIH Ltd_Oberoi Group. He held various leadership roles within Oberoi Hotels and Resorts, both in India and abroad.
His professional journey is an inspiration to all professionals across the spectrum as it encompassed all segments of the hospitality sector.
Served with dollops of wit, wisdom and anecdotes, Rattan Keswani’s memoirs offers a candid and insightful perspective on what it takes to be a good human being.
[Image by Matt Brown @ Pexels]
good old read
last quote
“Where I create, there I am true.”
- Rainer Maria Rilke
Reflect on this:
You are unique, magical and divine. Don’t let anyone or any situation change that.