Empathise with people and think on your feet if you want success

Sunaina Sharma Manerkar Jun 12, 2020

While growing up in Delhi and studying Commerce for my higher education, I never had a plan to join the Hospitality industry. Neither had anyone in my family heard of this line of career nor did they approve of my decision to be a part of it. It was one of my friends studying Hotel Management who suggested that this field of work would be a great fit for my personality. I agreed and completed my Hospitality program at IHM Ahmedabad. Starting at the Front Desk, I moved to Rooms, then Sales, and today, as a General Manager, can look back with pride on 20 years in the hospitality industry, in the luxury space.

Prior to joining Grand Mercure Mysuru, I was the General Manager at Lebua, Lucknow. Besides Lebua, I have led successful assignments with other international brands like Le Meridien, Westin and Ramada, besides pre-opening experiences with IHG and Alila Hotels and Resorts.

As a true hands-on leader, I am not afraid to jump in and assist wherever needed and do everything I can to contribute to the overall mission and success of the business. My tendency to take on an analytical and expedient approach to solving problems has always proved to be a win-win situation for all parties concerned. Self-assurance enables the achievement of targets, and a constant look-out to introduce new products and services helps meet the needs of today's savvy global traveller. The aim is to always exceed expectations, meet revenue targets and ensure profitability.

My team is my family, and therefore, I try to ensure that it always stays motivated and delivers results even in high-pressure situations. Indeed, one is only as good as one's team, and therefore, my objective is to challenge each and every member to push forward and perform beyond expectations. My management style is a combination of democrat and an autocrat, to suit different environments and employees, and I like to flex more on leadership than management to be more effective. My passion for my job as well as my industry is the reason I never really considered an alternate career.

I would define my success mantra as a combination of my ability to empathise with people and think sharp on my feet. I consider everyone, whether a superior or a subordinate, as a mentor, as they have taught me everything about my work and helped me progress to where I am today.

GOING FORWARD

The hospitality industry is ever-evolving, and change is it's only constant. Therefore, it's vital to maintain personal connect with guests and create experiences for their visit, to ensure that they return to us. It's a world of increasing dependence on technology. Therefore, the more areas in the hotel industry that are technology-led, the more personal connect needs to be maintained. Indeed, one of the biggest challenges that hospitality leaders are facing is to continually motivate the employees to fulfil their highest potential. We can only offer guidance to an employee to make their own decisions, think outside the box and solve a problem. If we succeed in keeping the employees engaged, it helps reduce attrition levels. I consider it my duty to help and teach my team and see them grow and achieve their goals.

A professional aim that I cherish for myself is to continue learning, push myself to develop and continue leading a hotel company towards greater goals.

NOTHING IS IMPOSSIBLE FOR THE LADIES

In the past 20 years, I too had to break through a glass ceiling which forced women to work harder or give up on their career early due to family commitments. However, today, we live in a changing world, with more women following their dreams and chasing their passion to lead. The hospitality industry is acknowledging and appreciating their spirit by creating a culture that gives opportunities to such women.

It's my heartfelt wish to see more women take on top management posts in hotels, and my advice to young women joining the Industry is: “Be yourself, work hard, and have the ambition and determination to achieve your goals. Nothing is impossible”!

Beyond work, I enjoy the occasional historical travel, trying my hand at sketching, and playing badminton.