Kevin Rodrigues GM of Fortune Acron Regina,Candolim

Name : Kevin Rodrigues
Age : 47yrs
Name of the Hotel Working for : Fortune Acron Regina,Candolim
Duration of Career : 28 years

A man with 28 years of experience and currently the GM of ITC Fortune Acron, Regina Candolim.

Q1.What is the key/ secret to your success?

• Calm demeanour in the face of challenges, difficulties.
• Eye for detail.
• Treating each day as an opportunity with new challenges, learning.
• Continuously involve, develop the team (encourage ownership)

Q2. If the authority leaves it up to you, what changes or additions would you like to do in the courses of IHM (Institute of Hotel Management)?

• Focus on business side of the industry to develop an entrepreneurial streak in the upcoming generations. When they take ownership of their hotels, they will surely find success.
• Include many more real-life case studies to help them learn from the experience of professionals before them. Developing the need to empathise with the guests, rather than quoting SOPs and policies.

Q3. What would you recommend the readers and youngsters wishing to get into the hospitality profession?

• This is a demanding industry which requires plenty of sacrifice, discipline, dedication and empathy for your guests, without which it is very difficult to survive.
• Need to have patience, determination and drive to succeed.

Q4. As per your opinion what can be done differently to retain the guests for a longer period of time?

• We need to make a personal connect with each and every guest. Human beings are quite complex creatures and everyone is unique. The secret is to create a personalised experience for every guest. Nothing beats being genuine. Maintain guests likes, dislikes database.

Q5. What are the basic needs of the employees, you believe, should be taken care of, by the management and motivate them fro better performance?

• Reasonable duty timings
• Clarity on individual and organisation goals and expectations
• Fair appraisal system
• Effective rewards and recognition system
• Regular employee engagement activities
• Timely HR response to employee concerns
• Growth Opportunities

Q6. What plays a major role in enhancing the guests experience?

• Understanding clearly the guest expectations and designing your guest product and services to surpass their expectations
• Understand the guest demographic and provide suitable products and services to match the same.

Q7. What do you function differently, to make your hotel more preferable than the others?

• Ours is a listening, learning organisation. We encourage guest feedback and open communication channels prior to arrival and close the loop only post departure. Any concerning feedback received is escalated and the guest reverted to asap, with an aim to provide complete guest satisfaction during the stay.

Q8. What are the crucial areas to be focused by the authorities, to make Goa the most preferred tourist destination?

• Developing the infrastructure : roads, electricity and water supply, providing solutions to the garbage menace.
• Putting in place an effective taxi service which is fair, honest and efficient. To provide training to the drivers in guest handling.
• To provide e-sops to the industry to encourage growth,
• To develop facilities to attract more high-end tourists. We should shift focus from quantity to quality.
• Look to the hinterland to develop alternatives to the oft-treaded path of beaches, temples and churches.
• Encourage locals to showcase their traditional arts, crafts and food with benefits.

Q9. According to you, what gives you more revenue? F& B or Accommodations?

• Purchase Managers should possess the right temperament to handle vendors.
• Should be driven and determined to meet the demands of the hotel team.
• Should be resourceful to arrange for required products in challenging circumstances like odd hours and public holidays.
• Should have a pulse of the marketplace.
• Should be up-to-date with purchase trends nationally and globally.

Q9. According to you, what gives you more revenue? F& B or Accommodations?

• Rooms 85%, F&B 15% at out hotels.

Q10. What else, in your opinion, can be done to enhance the guest’s experience?

• Personalisation

A man with 28 years of experience and currently the GM of ITC Fortune Acron, Regina Candolim.

Q1. What is the key secret to your success?

• Calm demeanour in the face of challenges, difficulties.
• Eye for detail.
• Treating each day as an opportunity with new challenges, learning.
• Continuously involve, develop the team (encourage ownership)

Q2. If the authority permits you, what changes or additions would you bring about in the courses of IHM (Institute of Hotel Management)?

• Focus on business side of the industry to develop an entrepreneurial streak in the upcoming generations. When they take ownership of their hotels, they will surely find success.
• Include many more real-life case studies to help them learn from the experience of professionals before them. Developing the need to empathise with the guests, rather than quoting SOPs and policies.

Q3. What would you recommend the readers and youngsters wishing to join this profession?

• This is a demanding industry which requires plenty of sacrifice, discipline, dedication and empathy for your guests, without which it is very difficult to survive.
• Need to have patience, determination and drive to succeed.

Q4. As per your opinion, what can be done differently, to retain the guests, for a longer period of time?

• We need to make a personal connect with each and every guest. Human beings are quite complex creatures and everyone is unique. The secret is to create a personalised experience for every guest. Nothing beats being genuine. Maintain guests likes, dislikes database.

Q5. What are the basic needs of the employees, you believe should be taken care by the management and motivate them to perform better?

• Reasonable duty timings
• Clarity on individual and organisation goals and expectations
• Fair appraisal system
• Effective rewards and recognition system
• Regular employee engagement activities
• Timely HR response to employee concerns
• Growth Opportunities

Q6. What plays a major role in enhancing the guests experience?

• Understanding clearly the guest expectations and designing your guest product and services to surpass their expectations
• Understand the guest demographic and provide suitable products and services to match the same.

Q7. What do you do differently to make your hotel more preferable amongst all others?

• Ours is a listening, learning organisation. We encourage guest feedback and open communication channels prior to arrival and close the loop only post departure. Any concerning feedback received is escalated and the guest reverted to asap, with an aim to provide complete guest satisfaction during the stay.

Q8. What are the key areas to be focused by the authorities to make Goa the preferred tourist destination?

• Developing the infrastructure : roads, electricity and water supply, providing solutions to the garbage menace.
• Putting in place an effective taxi service which is fair, honest and efficient. To provide training to the drivers in guest handling.
• To provide e-sops to the industry to encourage growth,
• To develop facilities to attract more high-end tourists. We should shift focus from quantity to quality.
• Look to the hinterland to develop alternatives to the oft-treaded path of beaches, temples and churches.
• Encourage locals to showcase their traditional arts, crafts and food with benefits.

Q9. How, do you believe, Purchase Managers can be motivated/ inspired to get the best deal to increase the revenue for the hotel?

• Purchase Managers should possess the right temperament to handle vendors.
• Should be driven and determined to meet the demands of the hotel team.
• Should be resourceful to arrange for required products in challenging circumstances like odd hours and public holidays.
• Should have a pulse of the marketplace.
• Should be up-to-date with purchase trends nationally and globally.

Q10. As per you, what gives you more revenue; FnB or Rooms?

• Rooms 85%, F&B 15% at out hotels.

Q11. What else, in your opinion, can be done to enhance the guest’s experience?

• Personalisation