Chandra Bose-Senior Lifeguard, Radisson Blu Resort Temple Bay, Mamallapuram

Chandra Bose has been with the hotel since 2017, but his story begins well before that. Orphaned young and raised at the Ramakrishna Mission School in Chennai, he grew up instilled with values of discipline, care, and quiet strength. These qualities now shape his presence at the pool deck, where his focus rarely wavers—and his smile puts guests instantly at ease.

Moments that stay: In early 2024, a child slipped unnoticed into the deep end. “I jumped in with my shoes, phone, everything,” Bose recalls. The child was safe in seconds. “The parents cried. I quietly went back to my post.” Over eight years, he’s rescued 24 children from drowning. “You carry those moments—they remind you why the job matters,” he says. “It’s not just about preventing accidents. Guests unwind completely because they feel safe under our watch. That trust is everything.”

Every shift starts with checks: From water testing to towel rolls, Bose’s day begins before guests arrive. Once they do, he helps with towels, adjusts pool chairs, and offers swimming tips to children. “Even the smallest task contributes to guest comfort.”

The pool is a book he reads: Running kids, overconfident swimmers, unsupervised toddlers—he watches them all. “It’s about spotting signs before something becomes a situation,” he says.

Stillness isn’t downtime: The hardest part? Staying focused during long stretches of stillness. “That’s when mistakes can happen—when you let your mind wander.”

Mornings are his favourite: Early mornings are calm and quiet. “There’s a serene beauty when sunlight hits the surface—it sets the tone for the day.”

If not this, then guest relations: Bose would like to switch with a guest relations executive for a day. “It would give me a new perspective on how the hotel functions as one team.”

Hrutik Katte-Bartender, Dublin-The Irish Bar, ITC Grand Central, Mumbai

At Dublin, I’ve had the opportunity not just to serve, but to curate moments,” says Hrutik Katte. Known for his guest engagement skills and team mentorship, he has crafted signature cocktails that have become regular favourites. One such drink, Auntie’s Hooch, is more than a cocktail—it’s a cultural nod. “It also pays tribute to Mumbai’s aunty bars and their home-brewed wine culture,” he shares.

The power of a thoughtful pour: “A guest came in after a tough day. I made her a twist on a Negroni, and we ended up chatting about travel and food. She returned a few days later with friends just for that drink. That’s the magic.”

The challenges: High-pressure hours are a part of the job. “You need speed, focus, and still maintain a personal touch. It’s physically demanding, but I thrive on the energy,” he shares.

The Indian touch: Katte often infuses global classics with Indian flavours—kaala namak in margaritas, nolen gur in Old Fashioned. “Bitters are my secret weapon—especially the Indian-spiced ones I make. Just a few drops can change the mood of a drink.”

Of science, art and instinct: “Crafting cocktails is 40% science, 30% art, and 30% instinct,” he says. “Science gives balance, art adds creativity, and instinct tells you when to break the rules.”

What he loves about his job: The bar’s energy is the ultimate high. “The conversations, the creativity, and the challenge of getting every detail just right. It’s an art form and a performance rolled into one.” 

A wild request: “Once, a guest asked for vodka, pickle brine, and green chilli. I added a splash of lime and made it work. Surprisingly, it was a hit.”

Future goals: Katte dreams of representing Indian bartending on the global stage. “I want to open a bar that fuses European technique with Indian ingredients and hospitality. Until then, I’m focused on learning, growing, and experimenting at ITC.”

What makes a bar memorable: “A great bar isn’t just about great drinks—it’s about how you make people feel, about warmth and connection.”

Annu Ahmad-Restaurant Manager, Nonya-Taj The Trees, Mumbai

In a world where leadership is often loud, Annu Ahmad is at the other end of the spectrum. As the only woman restaurant manager at Taj The Trees, Mumbai, she brings a calm command to Nonya, the hotel’s Pan-Asian restaurant. “Leadership, to me, is about presence, not volume,” she says. “It’s about setting the tone before you even speak.”

From assistant to architect of experience: She joined the hotel as an assistant manager and quickly earned her place. Ahmad was instrumental in the successful launch of Nonya, driving revenue growth through strategy and curating a distinctive cocktail menu, besides spearheading popular promotions like the Kushiyaki and Ramen pop-ups. “I love creating something guests didn’t know they wanted, but now can’t forget.”

Moments that stay: One night, a guest called from Europe, hoping to propose the next morning at the hotel during a layover. Ahmad and her team transformed the restaurant’s alfresco space into a floral, candlelit dream. “The lady said yes,” Ahmad smiles. “It reminded me how hospitality isn’t just service—it’s an emotion.”

Style on the floor, stories at the table: Born in Kochi and raised across Ooty, Hyderabad, and Surat, Ahmad’s diverse upbringing shaped her insight and nurtured her empathetic side. “Every guest interaction is a new story,” she says. But the hardest part? “We rarely see the same guests again—those beautiful moments are fleeting.”

Resilience, served warm: If her management style were a dish? “Crispy Pork Belly,” she laughs. “Tough and resilient on the outside, yet warm and approachable inside.” She’s turned even crises—like a sudden power cut—into opportunity, hosting impromptu candlelight dinners that left guests delighted.

Future goals: To lead a palace hotel as its general manager. But for now, she leads Nonya with a unique mix of discipline and joy. “I make sure my team laughs at least once a shift. It lifts everyone. And when the team feels good, the guests do too.”

Chaitanya Tavare-Concierge, Hilton Goa Resort

At Hilton Goa Resort, where sun-drenched holidays meet curated service, Chaitanya Tavare is the name guests remember long after checkout. Whether it’s recommending the right beach, the best local restaurant, or quietly solving a last-minute issue, he brings a presence that’s both calm and attentive.

From Mhaswad to Goa: Born in Mhaswad, Maharashtra, Tavare credits his values—loyalty, integrity, and customer satisfaction—to his family. A love for travel led him to hospitality, with a stint at Mövenpick Kuwait before joining Hilton Goa Resort, where he’s found his rhythm helping guests explore the state’s vibrant offerings.

Every guest, every detail: Tavare isn’t one to hand out templated lists. “I enjoy making guests’ stays memorable,” he says, whether it’s planning a romantic dinner on a quiet beach or finding the perfect sunset spot. He’s known for curating personalised itineraries and booking the best tables in town.

A concierge with range: From coordinating taxis and warm welcomes to supporting the front desk during peak season, he’s the dependable bridge between the guest and the Goan getaway they hoped for.

When the little things matter: Once, a guest’s shoes needed repair and local vendors couldn’t help. Tavare brought a cobbler to their room to get it done. On another occasion, he recreated a couple’s first date—a private sunset cruise, champagne, and a personalised menu.

He knows what wows: He often recommends less-crowded spots like Mandrem or Ashwem Beach, or a wander through Anjuna’s flea market. “These places offer a taste of Goan culture and unique experiences,” he says.

Moments that stay: “One guest gave me a heartfelt thank-you note and a beautiful shell necklace,” he recalls. “It highlighted the impact of our work on people’s lives.”

Curious about what lies behind the desk: If given the chance, Tavare says he’d like to switch roles with the Guest Relations Manager. “I’m curious about the behind-the-scenes work that goes into making guest experiences seamless and enjoyable,” he says.

Future goals: Tavare hopes to take on a leadership role someday. “I’m also interested in destination management and creating unique experiences for our guests.”

Namrata Bhandari-Deputy Head Naturalist Guest Relations, Baghvan A Taj Safari–Pench National Park

Namrata Bhandari’s journey to the forest didn’t begin with biology textbooks or childhood treks—it began with a desk job in Mumbai and a life on repeat: “office, work, party, home.” One wildlife vacation to Kanha changed everything. A head-on encounter with a tigress left her mesmerised. Years of vacations and return trips followed—until one day, an opportunity call turned passion into profession.

A naturalist’s day starts before the sun: Breakfast is packed, vehicles are checked, and her mental map of tiger sightings is refreshed before guests even wake. On safari, she reads every pugmark, bird call, or broken branch like a trail of clues, guiding guests to connect with the wild—beyond just spotting a tiger.

The stories don’t stop with the drive: Back at the lodge, she leads nature walks, swaps stories over dinner, and helps guests find meaning in their photographs and memories. “Every effort focuses on creating meaningful moments,” she says, “that stay with guests long after their time in the forest.”

A storyteller, teacher, and conservationist: Her job is part wildlife guide, part interpreter of the forest. “The way people see Indian wildlife tourism has achanged. It’s no longer just about spotting tigers—it’s about connection, respect, and awareness.”

Off the trail and into the classroom: Bhandari also visits local schools to teach children about forests and wildlife. These sessions, she says, are about “inspiring respect and care for the forest and its people.”

It’s not always easy: Early mornings, long stints away from family, poor connectivity, and physical fatigue come with the job. “But the rewards are deeply fulfilling. The forest always gives more than it takes.””

Future goals: Bhandari hopes to one day build a sustainable lodge where “eco-friendly practices and real, responsible experiences” work in harmony. “The vision is to create meaningful connections between people and nature that will benefit both for generations to come.”

Chef Mohammed Kashif Khan-Pastry Chef, St. Regis, Mumbai

At The St. Regis Mumbai, a quiet corner of the Seven Kitchens buffet holds a gleaming collection of bonbons, mille-feuille, halwa cakes, and truffles—each handcrafted by chef Mohammed Kashif Khan. A pastry chef with a hearing impairment and an extraordinary sense of precision, Khan lets his desserts speak. From Deeds University to the International Abilympics in Moscow, where he won a silver medal, his journey is a powerful reminder that creativity, not constraint, defines success.

A workspace built for focus: To support his workflow, Khan is given a quiet, dedicated kitchen space with flexible timings. It’s here he begins his day—the calm helps his artistry thrive.

A mentor in motion: He communicates through visual aids, gestures, and notes. But words aren’t needed when leadership is this intuitive. When a junior chef struggled with decoration techniques, Khan patiently stepped in, teaching through demonstration. Their progress? Immediate.

Gajar Halwa, reimagined: Inspired by his mother’s gajar halwa, Khan created a signature warm Gajar Halwa Cake served with cardamom ice cream. The dessert bridges memory and innovation—India on a plate, made modern.

Why chocolate wins every time: Chocolate is Khan’s element of choice. “It lets me play with textures, flavours, and finishes,” he says. His hand-painted truffles are tiny, impressive artworks.

More than just a kitchen: Hotel pastry kitchens demand cross-department precision—from room amenities to banquets. “It’s not just speed or scale—it’s consistency,” says Khan, “and that’s what makes it so satisfying.”

Future goals: Khan hopes to be counted among India’s best pastry chefs. But he also wants to open doors for others—helping specially abled talent enter the culinary world and proving that great kitchens welcome every kind of voice.

Niyati Kocharekar-Spa Therapist, Four Seasons Hotel Mumbai

Niyati Kocharekar didn’t set out to simply perform treatments—she set out to help people heal. Since 2008, she’s worked with some of India’s top hospitality brands, including The Taj and The Leela, and returned to Four Seasons Hotel Mumbai—where her journey began—to continue a career of continuous learning and growth.

In tune with the unspoken: “Through experience, I’ve learned to recognise signs of exhaustion in clients simply by observing their facial expressions and body language,” Kocharekar says. It’s this intuition that guides her to gently adjust techniques, suggest alternatives, or simply stay present for what the moment needs.

More than relaxation: “A massage becomes transformative when it goes beyond physical relaxation and creates a deeper sense of connection and healing.” Kocharekar believes in tailoring every session to the client’s physical and emotional state—through touch, presence, and intent.

A ritual of grounding: Before every treatment, she pauses. “I take a few deep breaths to clear my mind and ground myself,” Kocharekar shares. With the right music and a carefully chosen aroma—lavender is her favourite—she sets the tone for calm.

Technique meets care: Her signature? A palm technique guests frequently comment on. But technique is only part of the story. “What I like most about my job is that I’m designed for it. I function best when I’m being helpful.”

Moments that stay: One of her most moving moments was when a guest began to cry mid-treatment—an unexpected release that spoke volumes about the emotional healing taking place.

Challenging, yet rewarding: “Maintaining my own emotional balance while adapting to guests’ varying emotional states is both rewarding and challenging.” Still, she thrives on personalised care and genuine connection.

A step further: Her initiative—a pre-visit questionnaire to tailor services—has often led to stronger client satisfaction and repeat bookings. Kocharekar’s goal is simple: to keep growing, keep learning, and keep helping others heal, one session at a time.

Rajesh Kumar-Laundry Tailor DoubleTree by Hilton Gurugram Baani Square

Rajesh Kumar’s work doesn’t appear in glossy brochures or welcome kits, but it quietly shapes the look and polish of the hotel each day. From sewing ripped seams and tailoring team uniforms to creating surprise keepsakes for guests, he’s the steady, unseen thread in the hotel’s daily rhythm.

A journey built stitch by stitch: Kumar moved to Gurugram in 2002 and began working at a furniture company for ₹1500 a month. Watching his brother-in-law tailor clothes sparked something in him. “That decision changed everything,” he says. He taught himself the craft, later joining The Oberoi as a uniform tailor, and then began working across hotels before securing a permanent role at DoubleTree in 2022.

Mending more than fabric: In the laundry room, Kumar repairs torn pockets, fixes broken zippers, and tackles grease stains. But it’s not just routine fixes—once, he spent over three hours carefully steam-ironing a guest’s shrunken coat back into shape. “The guest was extremely satisfied,” he shares with quiet pride.

A typical day in uniforms: He handles measurements, alterations, and organises uniforms by serial order for smooth daily distribution. “I’ve never taken unnecessary leave,” he says. “My dedication has earned me deep respect.”

Moments that stay: One morning, amidst a crowd waiting for uniforms, a team member approached him in panic—his was torn and his shift was about to begin. Kumar handed him a backup immediately, fixed the original that same day, and quietly kept the day moving.

For the team, from the heart: “When employees are satisfied, it brings me great joy,” he says. “I enjoy listening to them and resolving issues the same day if I can.” Around the hotel, he’s affectionately known as “Master Ji.”

A guest he’ll never forget: A guest once came in with a laundry issue—and left an impression. “He spoke to me with genuine respect and asked about my family,” Kumar says. “Whenever he visits, he calls to say, ‘If you’re here, come meet me.’”

More than a tailor: “I feel proud of the work I do,” he says. “Being part of this hotel and this team is something I hold close to my heart.”

Dolly Singh-Concierge Supervisor The Leela Palace New Delhi

With over three years in hospitality, Dolly Singh has journeyed from guest assistance to Concierge Supervisor at The Leela Palace New Delhi. Her grounding in guest relations, combined with a deep appreciation for India’s cultural richness, allows her to create bespoke experiences that reflect both the city’s heritage and the luxury of the brand.

Delivering the unexpected: What Singh takes most pride in is going beyond the expected. From securing last-minute reservations at sought-after restaurants to organising surprise celebrations, she strives to elevate each guest interaction. “It’s the little touches—the handcrafted gift, the tailored itinerary, the right word at the right moment—that guests remember,” she says. Her strong local network and eye for detail often turn good stays into unforgettable ones.

Moments that stay: One memorable encounter was with a guest deeply interested in Indian history but short on time. “I designed a half-day experience—Humayun’s Tomb, a boutique showcasing traditional crafts, and a heritage-inspired fine dining restaurant. ‘It felt like walking through a living museum,’ they wrote to me.”

Balancing the unspoken: The biggest challenge, she says, is anticipating unspoken needs while managing multiple requests—especially during peak occupancy. “Staying calm and solution-focused has helped me thrive even when the pressure is high.”

Future goals:  She hopes to grow into the role of Chief Concierge or Director of Guest Experiences, shaping service strategies across the brand.

If not a concierge: “I’d step into the kitchen—to experience the creativity and intensity behind the dishes our guests rave about.”

Local secret: A rooftop café near Mehrauli with sunset views of Qutub Minar—paired with an art gallery or Dilli Haat—always wows.

Sanju Mondal-Serving Team-Novotel Kolkata

Sanju Mondal’s hospitality journey began at Swissôtel Kolkata, but it was disrupted by the pandemic—leading him to temporary roles at Flipkart and Pizza Hut. In 2022, he returned to the industry he loved, joining Novotel Kolkata, where he says he “truly belongs.”

Always in motion, always present: “Whether it is setting up the buffet, serving guests with care, or helping the team during busy hours, I always give my best—quietly, but with full dedication.” He’s known for his observation skills and often spots guest needs or service gaps before others do.

He connects without words: Mondal does not speak or hear, but that hasn’t come in the way of genuine connection. “My contribution is in the way I connect with guests—not through words, but through warmth, attentiveness, and sincerity.”

Coffee, football, and fatherhood: A football enthusiast and coffee lover, Mondal is also a devoted father to his two-year-seven-month-old daughter. “It’s these parts of life that keep me grounded,” he shares.

Grace under pressure: “Working in Food & Beverage Services is all about being attentive, fast, and always guest-ready,” he expresses. He stays calm in the chaos of peak hours and believes, “Teamwork is everything… serving with efficiency and warmth is always a team effort.”

Future goals: Mondal dreams of becoming a coffee specialist someday. “I have a deep interest in coffee craftsmanship,” he shares, “and one day I hope to become a specialist or barista, known for creating that perfect cup.” He’s also keen to explore guest-facing roles like in-room dining or the bell desk. “These small moments create a big impact.”

Moments that stay: “Even without saying a word, you made me feel cared for,” a guest once told him. Another praised his honesty. “These gestures remind me that honesty and heart never go unnoticed.”

Rain, rush, or routine—he chooses joy: “For me, hospitality is not just a job—it is a way to connect with people through sincerity, presence, and purpose.”

Chef Alessio Banchero-Italian Chef de Cuisine, Grand Hyatt Mumbai

From Las Vegas to Bangkok to Mumbai, chef Alessio Banchero brings with him not just the skill of an accomplished Italian chef, but the temperament of a storyteller. Born and trained in Genoa—a city with a rich cultural and culinary heritage—he now leads the Italian kitchen at Celini, Grand Hyatt Mumbai. With over 20 years of experience and a clutch of accolades across continents, he’s helped shape Celini’s next chapter: a redesigned space, a new menu, and a renewed identity that celebrates both tradition and conviviality.

The Celini revamp: Banchero played a key role in the restaurant’s transformation, crafting a new menu and conceptualising the ‘Meglio in Campagnia’ sharing format. It’s Italian hospitality at its most generous—designed for conversation, comfort, and celebration.

A plate full of memories: His culinary journey spans celebrated kitchens like Zeffirino in Genoa, The Venetian in Las Vegas (where he cooked for Nicolas Cage), and Biscotti in Bangkok—where the restaurant earned a Michelin Plate under his leadership.

Food philosophy: “I try to be creative while respecting the authenticity of the recipe,” he says. His ideal ratio? 75% authenticity, 25% innovation. Tonnarelli cacio e pepe is a personal favourite—deceptively simple, yet famously hard to master.

Sourcing in India: The biggest challenge here, he notes, is securing the right ingredients. But the workarounds only sharpen his technique—and occasionally spark new flavour profiles.

An Italian spirit in every shift: More than cooking, Banchero brings the spirit of Italy into the kitchen. “I try to teach Italian customs and culture to the people working alongside me,” he says.

Off-menu insights: He can make spaghetti carbonara with his eyes closed. Pineapple on pizza? “Absolute no.” Tiramisu? Always with alcohol—“because it tastes better.”

Gopal Meena-Doorman, Raffles Jaipur

At Raffles Jaipur, personalised hospitality is more than a service—it's a calling. Gopal Meena has made it his mission to create meaningful first impressions. “I take pride in creating personalised welcomes by remembering and addressing guests by their names, making them feel truly valued and at home,” he says.

Setting the tone with tradition: “What I love most about my role is offering guests a warm ‘Khamma Ghani’ the moment they arrive. That heartfelt local greeting, paired with a genuine smile, creates a memorable welcome and sets the tone for the gracious Raffles experience.”

Moments that stay: Among many guest interactions, one remains unforgettable. “A repeat guest whom I had welcomed during an earlier visit came straight to me and greeted me by name—even before I could recall his. That moment of recognition made me feel truly valued. I will always cherish it.”

The challenges: The only real one? “During low occupancy, I miss the joy of welcoming guests and creating memorable arrivals.”

Future goals: “My future aspiration is to become fluent in English so I can connect with our guests even more confidently and enhance their experience.”

Going beyond the role: Sometimes, it’s the spontaneous gestures that leave the biggest impact. “A group of guests arrived, discussing which temple to visit. I overheard and suggested one nearby, sharing its significance. They later returned with smiles and blessings for me—it was a moment I’ll never forget.”

Dressed to represent: “My uniform reflects the royal heritage of Rajasthan. Wearing it makes me feel iconic and proud to welcome guests in true Raffles style.”

Thoughtful observations: “Guests may not realise that I quietly observe their preferences—like when they usually step out—so I can be there with a smile and greeting. These small gestures make their stay feel personal.”

Local secrets: Meena often recommends legendary food spots like Laxmi Misthan Bhandar for kachoris and ghewar. “Experiencing these flavours gives guests a true taste of Jaipur’s heritage.”

Pritam Negi-Senior Executive Kitchen Stewarding, JW Marriott Mussoorie

At a resort that hosts nearly 30 weddings a year, no two days are the same. Add to that the unpredictable weather of Mussoorie, and the stakes rise fast. But Pritam Negi remains unshaken. Whether he’s relocating an entire banquet setup indoors in minutes or carrying a five-foot chocolate sculpture uphill in the rain, he handles it all—quietly, precisely, and without fuss. “What drives me,” he says, “is the satisfaction of seamless execution, even when the odds aren’t in our favour.”

Honed by experience: Before joining JW Marriott Mussoorie in 2021, Negi worked with Ananda in the Himalayas and Taj Hotels. These formative years laid his foundation in luxury hospitality. But it’s the mountain terrain—with its challenges and rewards—that shaped his leadership style.

A day in the life: He begins with walkthroughs and team briefings, followed by property rounds with the Executive Chef. The rest of the day unfolds through problem-solving, prepping for events, and filling in wherever the team needs him. He doesn’t shy away from hands-on work—even cleaning dishes when short-staffed.

Banquets on a slope: Large-scale events demand planning that begins days in advance. Logistics are tougher here—glassware must travel uphill without a scratch, and weather can force a full reset within minutes. “That’s the true test,” he says, “not just execution, but adaptability.”

One guest, one juice: Once, a guest requested a juice brand not stocked at the resort. Negi personally travelled to the city to procure it. “It wasn’t a big ask,” he shrugs, “just a small gesture that made someone’s stay better.”

Snow, rain or mud? All of the above: Each comes with its own brand of chaos. Slippery slopes, freezing mornings, and sudden downpours are part of the job. But no matter the weather, he wouldn’t trade the setting. “I love being surrounded by trees,” he says, “and the cool, fresh mountain air makes even the most exhausting day feel worthwhile.”

Best post-shift meal?: “Chicken curry and rice,” he smiles. “Simple, comforting, and exactly what's you need after a long banquet.”

Future goals: He’s working toward becoming Kitchen Stewarding Manager, eager to take on bigger responsibilities while nurturing a team-first culture behind the scenes.

Arth Jain-Head Sommelier The Taj Mahal Palace, Mumbai

While most IHM Bangalore students pursued placements, Arth Jain took a different path—earning his WSET Level 3 by his third year. To gain hands-on experience, he trained with The Oberoi Group and, later, spent a year in Mumbai’s wine retail, preparing for his Court of Master Sommelier exams. “Then came Seychelles—a dream role with a vast cellar, a food-forward program, and a wine list as diverse as the guests.”

Raising the bar: Since joining his current hotel, Jain has led a quiet transformation. “I’ve revitalised the wine program, and we’ve seen a 26% growth in beverage revenue year-over-year,” he shares.

People, not just pairings: What drives him? “Conversations. I love making wine less intimidating—for guests and colleagues alike.” Training sessions, impromptu tastings, and decoding complex labels are all part of the experience. “Watching someone discover a wine they love—that’s the reward.”

Moments that stay: “In Seychelles, a Swiss couple at our beachside restaurant were struggling with English. I introduced myself in French, helped them pick a Puligny Montrachet Les Truffiere 2016, and they were delighted.” The next night, they requested pairings for a 7-course menu. “I served a La Spinetta ‘Starderi’ Barbaresco 2004—they called me the best sommelier they’d met.”

The grind behind the glamour: Being the sole sommelier at a 543-room hotel with over a dozen outlets isn’t easy. “Inventory, training, banquets, in-room dining—it’s a lot. Especially in a country where wine isn’t mainstream and taxes are steep.”

Wine with soul: “A Mosel Riesling was my first love—vibrant, alive, and emotional. It showed me wine is more than a drink; it’s a story.”

On the list: Guests always ask about the Cignale, an Italian wine named after a wild boar that destroyed an entire vintage. “The winemakers cooked and ate the boar—and put it on the label. It’s a great icebreaker.”

Personal pour: “I’d pick a Burgundian Pinot Noir. Elegant, evolving, and not for everyone. But for those who understand—there’s depth.”

Unexpected pairing: Jain loves pairing Marlborough Sauvignon Blanc with kachumber salad—“its citrus and herbaceous notes mirror the dish’s brightness perfectly.”

Som Baidya-Executive – Kitty Su The LaLiT Mumbai

With over a decade in hospitality, Som Baidya has worked with renowned brands such as Accor, Marriott, and ITC. These years have shaped he/they—a hotelier who leads with purpose and passion.

A dream realised: After 10+ years in the industry, joining Kitty Su wasn’t just a career move—it was a calling. “This role is not just a job—it’s a deep passion.” Contributing to Kitty Su India’s journey has been one of the most rewarding chapters of his/their life.

The power of a supportive team: What keeps him/they going? “Our incredible team. From a supportive Corporate GM to my ever-smiling core staff, the warmth and kindness at Kitty Su is unmatched. In this industry, kindness goes a long way.”

An encounter that changed perspectives: “One night, a guest saw him/they in makeup and a blazer and asked my team who I was. Curious, he later approached me directly. Once I shared my story, his entire perspective changed. We even clicked pictures together. It was a moment of mutual respect.”

Serving in heels:  Balancing service and performance? “I was, I am, and I will always be a tiara,” he/they says. “I’ve mastered serving drinks in full queen mode—glammed up and confident. The queen serves—and she serves it right!”

Sassiest cocktail on the menu: His/Their go-to drink? Laal Ishq—a bold mix of tequila, honey, soda, and lemongrass. “It reflects who I am—warm, elegant, and unapologetically vibrant.”

Meet Somist: “My drag name, Somist, is a blend of my name and ‘mist’, symbolising mystery. Hailing from Assam, I led the first Pride March in my district—an act of courage that sparked my drag journey.”

Heels vs. Martinis: “Heels are harder—especially in my size!” But he/they have perfected both: strutting in stilettos while balancing trays with flair.

Moments that stay: His/their debut drag performance on Feb 1, 2025, in front of 1,200 people was magical. “Seeing my entire team cheering from the bar—that was love. Performing across the world is a gift, but performing at home is magic.”

Albert Gangmei-Mixologist, Loya, Taj Palace, New Delhi

Albert Gangmei didn’t start out behind the bar. Born in Manipur, now a Delhiite of 11 years, he began in sales, where he learned to read people—their tone, silences, what they needed before they asked. That instinct, it turns out, was also perfect for mixology. When Loya opened at Taj Palace, Gangmei joined the founding team, stepping into a space where cocktails weren’t just poured—they were plated, layered, and narrated.

A philosophy in every pour: Loya’s bar isn’t about flashy tricks—it’s about narrative, nuance, and northern Indian roots. Gangmei helped conceptualise the SPICE menu (inspired by music and Indian ingredients) and later, under beverage consultant Hemant Pathak, brought the new VRIKSH menu to life.

More than a drink, a moment: Gangmei believes the best cocktails carry emotional weight. “People don’t always remember the name of the drink,” he says, “but they remember how it made them feel.” He loves the moment a guest takes their first sip. “That pause, that smile—it’s when the story lands,” he says. Like the guest who drank a mogra-infused cocktail and was suddenly back in her grandmother’s garden.

Ferment, rim, stir, infuse: Gangmei’s work includes batching tinctures, checking house ferments, and ensuring each ingredient carries intent. He learned from his roots in Manipur, where his family brewed fermented rice beer. Today, his signature cocktail blends beetroot-guava pickle juice, pahadi salt, and tequila—bold, layered, and unmistakably Indian.

Cocktail couture, anyone?: A guest once asked for a drink to match her bright pink glittery nails. Albert served up muddled berries, shimmer, and a flower garnish. “It’s giving cocktail couture,” she said.

The three-part formula: Science, art, instinct. Balancing acids is science. Storytelling is art. But knowing when to break a rule? That’s instinct.

Future goals: Gangmei wants to take Indian bartending global—showcasing what’s possible when you lead with culture, not just craft.

Vishal Jaiswal-Guest Service Associate (Bell Desk)-The Leela Ambience Gurugram

At the arrival porch of The Leela Ambience Gurugram, Vishal Jaiswal stands with practiced grace. For over eight years, he has welcomed guests with a folded Namaste and a steady presence. He doesn’t speak or hear—but his attentiveness and poise make a clear impression. Guests recognise him, even if they don’t know his name.

Moments that stay: Once, a traveller unaware of Jaiswal’s condition began chatting casually. Jaiswal pointed to his badge: “I can’t hear or speak but I am perfectly capable of assisting you.” The guest smiled, adjusted to gestures, and in the room, surprised him with a hug. 

Every day starts with tea and intent: His shift begins with a light breakfast in the staff dining room, followed by hours at the forecourt. “I always keep an eye out for luggage or if a guest looks unsure,” he notes. Colleagues are nearby for complex requests, but most guests need little more than his efficient gestures and reassuring presence.

One of the first, and now a favourite: Jaiswal joined the hotel in its early days. “It was a bit tough initially,” he expresses, “but I never felt different.” Guests today often recognise him instantly, some waving or smiling in greeting. “That feels good,” he adds simply.

The family he goes home to: Originally from Bulandshahr, Uttar Pradesh, Jaiswal is now married and has a young daughter who can hear and speak. He shares that she’s quickly picking up sign language. “She’s my greatest joy.”

If not this, then housekeeping: When asked who he’d swap jobs with for a day, he picks housekeeping. “Making a room look fresh and welcoming is something I’d love to try.”

A presence that registers: Jaiswal may not speak, but he communicates through care, clarity, and quiet consistency. For many guests, he is the first face they remember—and the one they often look for when they return.

Mamta Chavan-F&B Executive Hotel Marine Plaza (Sarovar Hotels), Mumbai

With over five years in hospitality, Mamta Chavan’s journey began as a Food & Beverage Associate. Every role since has deepened her love for this dynamic industry. “What drew me in—and continues to inspire me—is the joy of crafting memorable moments for every guest and being part of a high-energy, professional environment.”

Redesigning for impact: One of her most fulfilling accomplishments has been redesigning the hotel restaurant’s service training program. She focused on empathetic communication and anticipatory service, which led to significantly higher guest satisfaction scores. “This approach not only enriched the guest experience but also helped us achieve our budget targets in record time.”

The joy of the unpredictable: What Chavan loves most is the unpredictability—no two shifts are alike. “I thrive on the constant opportunity to meet and engage with people from all over the world. Turning an ordinary visit into a delightful experience is what makes the job so rewarding.”

Moments that stay: Among her most cherished memories is of a long-stay guest in Mumbai for medical treatment. She tailored her meals, introduced her to local breakfasts, and she, in turn, learned Marathi to connect with me. “On her final day, she gifted me sunglasses, chocolates, and beauty products—thoughtfully chosen just for me. It was a deeply touching gesture I’ll always remember.”

Staying calm under pressure: Balancing guest expectations and team performance, especially during peak hours, is a constant challenge—it requires composure, quick thinking, and seamless coordination. “Guests may forget the rush, but they’ll always remember how attentively they were treated.”

Future goals: “I dream of becoming a general manager someday, influencing every guest touchpoint from check-in to checkout,” she says. If Chavan could swap roles for a day, she’d be the Head Chef. “There’s something magical about turning raw ingredients into dishes that leave lasting impressions.”

The power of personal touch: From remembering coffee orders to surprising guests on special occasions, it’s the small gestures that matter. “One guest told me, ‘I’ve never felt so cared for without a word being said. This meal brought me peace.”

If her hotel were a movie:  It would be The Bombay Nights—“a tribute to the city’s heartbeat and the quiet stories unfolding behind hotel doors.”

Parminder Singh-Doorman, The Taj Mahal Palace, Mumbai

At The Taj Mahal Palace, Mumbai, Parminder Singh is often the first face guests encounter—a doorman whose signature smile and graceful presence have become symbolic of the hotel itself.

A journey rooted in hope: Originally from Ludhiana, Singh arrived in Mumbai in 2002 at 19. “I started small—working in local restaurants, learning as I went. The Taj is where I found purpose, not just a job.” He trained at Hotel Sea Princess and Taj Lands End before earning his place at the Taj Mahal Palace. “A guest once told me, ‘Your smile is the Taj’s welcome.’ That stayed with me. It’s why I come to work with joy, every single day.”

Managing grand arrivals: Singh has overseen arrivals of up to 28 Heads of State and more than 600 guests. “There’s a rhythm to it—ensuring security, coordination, and, above all, making sure every guest feels special the moment they arrive.”

The heart of hospitality: As the first point of contact, he understands the impact of a warm greeting. Compliments on his smile keep him going. He’s taught himself basic greetings in French, German, and Arabic. “Even a simple ‘bonjour’ or ‘shukran’ lights up someone’s face. It shows we care.”

Moments that stay:  Singh once spotted an elderly couple dropping a large sum of money and returned it promptly. “They were so moved. Moments like that remind me what this uniform stands for.”

The man beyond the porch: A fitness enthusiast, Singh visits the gym daily and enjoys long walks with music.

More than a uniform: Dressed in ceremonial attire, guests often compare Singh to the Maharaja; the uniform—with its intricate paisley and regal silhouette—embodies the grace of Indian tradition. “My uniform reflects India’s tradition of honouring guests. I wear it with pride — and responsibility.”

The local secret: He often shares insider tips, from heritage walking tours to hidden gems like Baghdadi and Nandan Coffee.

Living the Taj ethos: “He isn’t just a doorman—he is an institution,” a guest once said. “The hotel is lucky to have someone like you.”

Future goals: “Though I studied only till the 8th standard, I dream of a brighter future for my two children, encouraging them to study hard and achieve more than I could.”

Chef Bhagat Singh Rawat-Jr. Sous Chef– Indian Cuisine (Tandoor) Radisson Blu Plaza, Hyderabad, Banjara Hills

For over 13 years, chef Bhagat Singh Rawat has brought quiet mastery to the Tandoor station at Radisson Blu Plaza Hyderabad. As one of the hotel’s founding team members, he’s seen menus evolve and guest preferences shift—but his commitment to taste, technique, and team spirit has remained constant. Known for his kakori kebabs and galoutis, he’s often mentioned in guest feedback—for flavour and humility in equal measure.

The tandoor is his temple: Each day begins with prepping marinades, tending the embers, and aligning with service timings. “I don’t like rushing,” he says. “When I’m fully involved, the food tastes better.” Cooking, to him, is meditative—a discipline best done with focus and calm.

Built for the heat, grounded in calm: Managing multiple orders during peak hours is a challenge he meets head-on. The heat is intense, but he keeps steady—sipping chaas or lassi during breaks. Off duty, he swaps his apron for a cricket jersey and represents the hotel in local tournaments.

Where it all began: Chef Rawat’s earliest lessons came from his mother, and the "magic she could make from the simplest ingredients". That memory still drives him—especially when salvaging near-disasters in the kitchen. “Sometimes something overcooks, but we look for a tasty twist.”

Comfort is a plate of rajma chawal: After a long shift, he reaches for the familiar: rajma chawal, kadhi, or mattha. “These dishes bring me home again.”

Not just feeding guests: He ensures staff meals are nutritious, inclusive, and pan-Indian—“It keeps the team grounded during hectic routines.”

If not the kitchen, then the desk: “I’d like to switch with someone in HR or administration for a day,” he says. “A desk job in an AC environment, meeting and understanding people in a different context. It would offer a new perspective on hotel operations—though I know every role has its own pressures.”

Sarthak Ahmad-Lodge Manager, Brij Lakshman Sagar

Sarthak Ahwad didn’t come to hospitality the usual way. A former baker and industrial trainee, he followed his passion for wildlife into the forests of Satpura, training as a naturalist before stepping into a hybrid role that now blends storytelling, operations, and nature-based hosting at Brij Lakshman Sagar.

Rooted in place: “The job I do involves explorations, experimenting with local ingredients and food, visualising and manifesting unique experiences, hosting and boasting about the beauty of this resort.” His work spans guest experiences, nature curation, and property operations.

Nature as guide: “My first forest walk was like an Awakening.” Birdwatching deepened his curiosity and eventually led him to document seasonal observations around Lakshman Sagar—creating checklists, sharing photographs, and journalling biodiversity for guest education and conservation.

Tailoring the wild: “Solo explorers like to experience hyperlocal stuff—village safari, hiking, sheep herding. I like to cook for them and with them.” For families, he focuses on creating “serene memories of togetherness,” while wildlife photographers are treated to birding trails, jeep safaris, and “hi-tea over the jeep… watching the sun go down and wait for the stillness to creep into the experience.”

Balancing science with story: “Nature is undergoing an evolution every single moment… Interesting phenomena can be observed and discovered right at the doorstep. All it takes is a curious eye and passionate mind.”

The most unexpected request: A little girl once got scared of langurs, and the team had to abort the safari and return to the resort. It’s one of those unpredictable moments that come with hosting in the wild.

Moments that stay: A rock python swallowing a peahen. A leopard inside the resort by the lake. A galore of flame lily in the desert. 

Learning, flowing, contributing: “Luxury hospitality that blends with care for our home planet makes me happy. I like to learn, experience, flow with the moment, contribute to community and conservation practices.”

Riya Ghag-Housekeeping Associate, Fairfield by Marriott Mumbai International Airport

Coming from the small town of Lanja in Ratnagiri, Riya Ghag didn’t always dream of a career in housekeeping. “At first, it was just a job,” she admits. But after completing her B.Sc. in Hospitality and stepping into the role, everything changed. “Over time, I began enjoying the work and learning something new every day.”

Stepping up when it mattered: Her defining moment came during last year’s packed wedding season, when the hotel was at full capacity and staff was stretched thin. “I stayed back longer and took extra rooms to make sure everything was ready for guests,” she recalls. She also introduced an effective improvement: a labelled housekeeping trolley. “Separating guest supplies from chemicals made it faster and safer for everyone—especially new team members.”

What keeps her motivated day after day?: “I like that each day is different,” she says. “There’s satisfaction in making rooms look perfect and helping guests feel comfortable.”

Moments that stay: “An elderly woman couldn’t find her glasses and was really upset. I helped her search the entire room and finally found them inside her luggage. She gave me the warmest hug.”

Hard work, hidden work: The job isn’t without its challenges. “It gets tiring when the hotel is full, and we have to clean so many rooms fast,” she says. “What’s tough is when people don’t realise the effort behind what we do. But I still give my best.”

Future goals: Ghag dreams of becoming an Executive Housekeeper one day. “I want to keep learning and help guide others.”

A thoughtful touch: If she could leave a note in every room, it would read: “We’ve swept through the room, dusted off the stress, and mopped up every worry—just for you. Stay neat, stay happy.”

Staying positive: Ghag’s secret to cheerfulness? “Sometimes I play music in my head or joke with teammates. And when the room looks spotless, it feels good—that keeps me going.”

Chef Aviral Saxena-Chef de Partie– Pan Asian Cuisine, Grand Hyatt Gurgaon

Chef Aviral Saxena’s culinary journey began in childhood, watching his mother and grandparents cook with care and intuition. What started as fascination became discipline at the Indian Culinary Institute, Noida. After an internship at The Oberoi, Gurgaon, he joined the pre-opening team at Grand Hyatt Gurgaon—where he now works the Pan Asian station with practised skill and instinct. In 2023, he was recognised with the Hystar Award for consistent performance.

Guest connection is everything: He thrives in live kitchens, interacting with guests and tailoring dishes. “I truly enjoy these moments of connection, understanding their preferences, exchanging feedback, and sometimes even personal stories,” he says.

His superpower? Precision: “Every plate is a canvas,” he shares. “I believe I have a superpower, just like Ironman, where he saves the world, and I can bring joy and happiness into people’s lives.”

Plays many instruments, wears many hats: He has represented his college in basketball, handball, and shot put, while also clinching victories in badminton and table tennis. His musical journey began with the tabla at age seven, later expanding into ukulele and drums—each instrument a new rhythm, a new story.

He doesn’t believe in fusion: Chef Saxena prefers grounding over gimmicks. “I strive to learn the culture of a region or country first before trying to explore the cuisine,” he says. “Fusion is a word and concept I neither agree with nor wish to follow.”

The happy accident: Once, while making a traditional Thai curry, he mistakenly added gochujang. The result? A Korean-Thai amalgamation that surprised even him.

Off the pass: After a 12-hour shift, he reaches for cold soba noodles with soy-mirin broth and tempura. Staff favourites include jholmomos and thenthuk-style soups.

Future goals: “I hope to open my own Pan Asian restaurant,” he says. “It’s a dream that keeps me motivated and learning each day.”

Bhumi Thakker-Lobby Ambassador, Fairmont Mumbai

At times, the lobby is a scene of frenzy—guests checking in and out, impromptu meetings unfolding, and front office executives fielding requests. At Fairmont Mumbai, lobby ambassador Bhumi Thakker is the calm at the centre, embodying the hotel’s commitment to quiet efficiency and personalised service. She began her journey as a concierge at Ritz Carlton Residences, where she mastered emotional connection and attention to detail, especially with long-staying residents—skills that now define her approach.

The art of luxury: “I ensure every interaction reflects warmth, professionalism, and empathy,” she says. “My key contribution is transforming the lobby into a seamless experience—anticipating unspoken needs and coordinating across departments to make every arrival and departure a signature moment of luxury and ease.” She quotes restaurateur Danny Meyer: True luxury lies in flawless service execution. “What no one tells you before entering this world is how unforgiving the standard can be. Even the tiniest flaw feels magnified.”

What she loves most: “The opportunity to transform each guest interaction into a personalised experience is what drives me,” she says. A balance of attentiveness and discretion is key. “A polite smile and a simple offer—‘Please let me know if you need anything’—go a long way. I avoid asking unnecessary questions or lingering.”

The invisible work: Having worked across front office roles, Thakker emphasises the behind-the-scenes preparation. “It’s about anticipating needs, remembering preferences, and coordinating with other departments. Done right, it makes guests feel genuinely cared for.”

Moments that stay: One rainy evening, a drenched gentleman needed a clean shirt for a meeting. Though not a guest, she helped him with one from the laundry and dried his own. He later booked a stay, moved by the care shown.

The challenges: She tackles first impressions, waiting time, and language barriers with warm greetings, thoughtful gestures, simple language, and translation tools.

The ideal lobby ambassador: Thakker names Sherlock Holmes. “He’d notice every detail before a word is spoken, making the experience smooth, personal, and unforgettable.”

Rohan Melanta-Butler Executive, The St. Regis Goa Resort

Affable, quick-thinking, and trained in the best traditions of white glove service, Rohan Melanta began his career with Marriott International at The St. Regis Mumbai, followed by a stint at The Leela Palace Hotels and Resorts. He stepped into the world of butlering at The St. Regis Goa Resort—a role that stood apart from traditional operations. “It was entirely new and intriguing. It challenges you emotionally, mentally, and creatively.”

Moments that stay: He recalls arranging a sunrise breakfast by the beach for a guest grieving a personal loss, along with a handwritten note: From a friend you haven’t met yet. “They told me it was the first time in a long while they felt emotionally seen. That moment reaffirmed everything.”

If he could swap roles: “If I could trade places with anyone, it would be the chef,” he says. “Food is the emotional heart of hospitality. To lead that experience would be deeply satisfying.”

A day in his life: Each morning, Melanta reviews guest preferences—even for those yet to arrive. “It puts me in a state of readiness, so I can respond, not react.” Attentiveness, he believes, is the foundation of anticipation. “When you truly listen, you start to catch unspoken needs.”

The personal touch: Whether arranging slippers in a specific way for a returning guest or recreating the scent of a childhood home using sandalwood, cardamom, and coffee, he believes in the power of small, silent gestures. “That’s exactly it,” the guest had said—proof that meaning lies in the details.

The superpower of a butler: “If being a butler were a superpower, I’d choose to read minds—or teleport,” he jokes. “So I could appear when needed and disappear just as quickly. Blink and you’ll miss me.” What truly distinguishes a great butler, he says, is humility. “Being invisible yet indispensable. It’s not just about service—it’s about emotional intelligence and knowing when to be a discreet companion or a silent shadow.”

Future goals: Melanta hopes to grow into a leadership role in guest experience or front-of-house operations. Long-term, he dreams of opening a thoughtfully curated, budget-friendly retreat. “A space where guests feel truly cared for.”

Mahadev Ingale-Head Concierge, Sofitel Mumbai BKC

A great hotel is more than just a place to sleep—it’s an experience shaped by the people who work there. At Sofitel Mumbai BKC, Mahadev Ingale is regarded as a ‘miracle worker’ who consistently goes above and beyond to make every guest's stay memorable.

The art of anticipation: Ingale has specialised in luxury hospitality, thriving on the challenges that come with the job. For him, a great concierge isn't just a problem-solver but a mind reader. When a guest was heartbroken about missing a play at Prithvi Theatre, Ingale used his network to find tickets and personally collected them. “The joy and gratitude on the guest's face were a powerful reminder of why I love what I do.”

Why he loves what he does: “I thrive in this dynamic environment where no two days are the same. I deeply value the emphasis on attention to detail, and the chance to interact with a diverse and discerning clientele.”

More than Google: A guest once returned to Mumbai after a 55-year absence. With only vague memories, Ingale traced his childhood home. “When he returned, he was visibly emotional. The visit had stirred cherished memories of his grandparents and childhood.”The guest later called him “More Than Google – A Miracle Worker and a Remarkable Man.”

Moments that stay: From lost passport recoveries to last-minute rescues, Ingale’s calm and care shine. During a late-night check-in, a guest realised he’d left his laptop bag—with crucial documents and his passport—at the airport. “I coordinated with my team, accompanied him back, and worked with authorities to recover it—proof that our job is as much about care as it is about service.”

The dream role swap: He’d love to switch roles with the Director of Rooms for a day. “I’d love to understand the coordination behind guest services.” 

Local secret: Ask him where to go for a true taste of Mumbai, and he’ll point you to Gupta’s Vada Pav in Andheri East. “It’s a local legend—guests always go back for seconds (and thirds).”

Future goals: He hopes to lead a concierge team that sets industry benchmarks for intuitive, thoughtful service—blending digital tools with human warmth. “I aim to cultivate a culture of excellence and eventually take on a strategic corporate role.”

Chef Arturo Castro Salazar-Chef de cuisine, Heliconia, JW Marriott Goa

Born and raised in Lima, Peru, chef Arturo Castro Salazar originally set out to study chemical engineering. But a fascination with food science drew him into the culinary world. “It was the perfect intersection of creativity and precision,” he recalls. He soon enrolled at the prestigious D’Gallia Culinary Institute and later trained under a Japanese Master Chef—a mentorship that laid the foundation for his specialisation in Nikkei cuisine.

Global experience, local debut:  After a short course at Le Cordon Bleu in Lima , he travelled the world, working across the Maldives, Guinea, and Kenya before arriving in India to lead the kitchen at Heliconia, JW Marriott Goa. “The chance to introduce Peruvian-Japanese cuisine in India was too exciting to pass up,” he says. “It’s still an emerging concept here, and I’m honoured to be part of that story.”

Defining the Nikkei experience: At Heliconia, chef Arturo crafts a menu that blends Japanese precision with Peruvian boldness, using seasonal, fresh ingredients. Signature dishes include Carretillero, Tuna Tataki, Yasai Wrap, and his personal favourite, the Salmon Ceviche—“a dish that fuses ponzu with lychee to bridge both cultures in one bite.” For drama, nothing beats the Assorted Ceviches, served over ice and dry ice, with swirling smoke and vibrant taste.

Food philosophy: “Fusion should be about harmony, not confusion,” he says. While adapting traditional dishes to dietary preferences is challenging, he sees it as part of the creative process.

What he loves about the job:  Chef Arturo enjoys experimenting with recipes, exploring flavour pairings, teaching, sharing knowledge, and, most importantly, engaging with guests through food.

Moments that stay:  Among many memorable guest encounters, one stands out: serving a rare Lucuma ice cream to a guest who had cherished it in Peru. “Her joy reminded me of how food connects people and memories.”

Always a student: Whether it’s understanding supply chains or travelling to upskill, chef Arturo stays curious. 

Pranshu Gupta-Coffee Barista, Radisson Mumbai Airport

Pranshu Gupta didn’t always dream of brewing coffee—but he always wanted to work in a field that brought people joy. “My career began with mixology, where I discovered the magic of pairing flavours. But coffee spoke to my heart. It wasn’t loud—it was soulful. The quiet depth, the intimate ritual, the way it offers both energy and calm—I was hooked.”

Connecting people through coffee: There’s a difference between serving coffee and crafting it. “I brew not just coffee, but quiet comfort, a sense of home, and occasionally, a memory you didn’t even know you missed.”

A menu that speaks to everyone: As an alchemist of emotion, he doesn’t just serve beverages—he serves belonging. His menu at Roasters blends indulgence and innovation: the Golden Noir Latte for comfort seekers; the Tropical Espresso Cloud for adventurers. “But it’s the consistency, the human touch, and the 
silent conversations across the counter that makes me the proudest.”

Coffee as a pause: What he cherishes most is how coffee offers people a moment to breathe. “Every coffee is a feeling, a moment, and a memory. Guests may forget what they ordered but never how they felt.”

If he were to swap roles: He would join the kitchen. “I’d love to understand flavours from a culinary lens and better complement food through beverage pairings.”

If a coffee was named after him: It would be called The Alchemist—a cold brew with cardamom, citrus, and sea salt vanilla foam. “Bold, experimental, layered with unexpected flavours.”

Inspired by stories: “Hotel coffee must be diverse, efficient, and rooted in elevated hospitality. Ultimately, it’s the guest who leads. Their stories shape the soul of the menu.”

Moments that stay: He recalls a guest who arrived after a long, emotional journey. “He said he missed his mother’s coffee. I asked him a few questions—what kind of roast, how she brewed it. I made it with a dark roast, milk, jaggery, and served it in a tumbler. He sipped it, looked down, smiled, and said, ‘Tastes like home.’”

Future goals: Gupta dreams of becoming a Beverage Chef, someone blending coffee artistry with mixology and opening a concept café “that fuses modern mixology with specialty coffee—an expression of my passion”. 

Kanjana-Cook, Pathiramanal Villa, Alappuzha, amã Stays & Trails

Before the first guest stirs awake, Kanjana has already tended to her cows, offered her prayers, and arrived at Pathiramanal Villa with the quiet precision of someone who’s been doing this for decades. The 58-year-old cook is the culinary soul of the bungalow, known for food that tastes like it’s been passed down, not plated up.

A rhythm rooted in care: She begins her day at 5 a.m. and works till late afternoon, returning home to her family—and three grandchildren. Her schedule is full, but her energy comes from a place of purpose. “This work,” she says, “is part of who I am.”

The dish that takes her home: Every time she prepares Alleppey Meen Curry—fish cooked in raw mango and coconut milk—she remembers being a little girl beside her grandmother, learning not just how to cook, but how to listen, smell, and feel every step. “Even today,” she says, “I feel like she is right there with me.”

In her kitchen, nothing comes from a packet: Every ingredient is handpicked, sun-dried, and ground at home. “It’s the only way I know,” she says. “Slow, careful, and respectful of every ingredient.”

Tradition is sacred: She’s never modernised the family’s fish curry recipe. “Some things carry stories,” she says. “You change them, you lose the story.”

A forgotten dish, remembered: Once, a guest vaguely described a childhood dish. She pieced it together through conversations with elders and recreated the Kuttanadan Duck Roast he remembered. “It tasted like my grandmother’s,” the guest told her.

What guests don’t see: Karimeen Pollichathu is a house favourite. But behind its banana-leaf wrap is a series of precise steps—from choosing the right fish to coaxing the masala to perfection.

A dish to outlive her: Her mother’s Chilli Ullichammanti is a legacy she’s passed down through instinct, not recipe. “It’s made by feel,” she says. “And I hope someone in my family is always at the grinding stone, remembering the hands that taught them.”

Ramchandra Patil-Horticulture Manager, The Taj Group of Hotels, Goa

From the entrance driveway to the Nakshatra Garden on the terrace, nearly every green patch at The Taj Group of Hotels, Goa carries Ramchandra Patil’s quiet signature. With over three decades in horticulture, he’s cultivated more than landscapes—he’s sown awareness, built systems, and nurtured a culture of care. His pride and joy is the hotel’s rooftop Nakshatra Garden in Taj Exotica Resort & Spa, where 27 trees represent celestial constellations and Indian astrological wisdom. “It’s a garden for the spirit as much as the senses,” he says.

A legacy rooted in knowledge: Patil joined the hotel in 1997 and has stayed the course through changes in climate, leadership, and guest expectations. His enduring presence is grounded in deep knowledge—he often leads training sessions, tracks soil quality, and introduces native varieties that thrive with less water and care.

From QR codes to gifting plants: Plant tags at The Taj Group of Hotels don’t just name species—they come with QR codes that link to information about benefits and care. “Our guests are curious,” he smiles. “We want to encourage that.” His ‘Gift a Plant’ initiative lets visitors take home a potted plant as a keepsake instead of cut flowers—making the memory of a stay greener and longer-lasting.

The edible layer: A vertical garden near the coffee shop grows mint, basil, lemongrass, and stevia. For Thai cuisine, he’s nurtured a small patch of galangal and kafir lime. “Herbs should be fresh—and familiar to the kitchen,” he says.

A day in the life: Patil’s mornings begin with checking soil moisture, pruning shrubs, briefing the team, and ensuring guest-facing zones are spotless and thriving.

Green, by design: From the carefully placed bonsais at the rooftop bar to coconut palms, Rangoon creepers, heliconias, and frangipanis, his selections are guided by scale, colour, and context.

If not plants, then people: If given the chance, he’d switch to guest relations. “Because guests ask the most interesting questions about plants,” Patil laughs. “And I’d like to be the one to answer them.”

Devanand Pareva- Experience Manager and Concierge, ITC Narmada, Ahmedabad

For over 25 years, Devanand Pareva has shaped luxury hospitality with quiet conviction. As Gujarat’s only Les Clefs d’Or member, he sees his role not as a desk job, but a stage for culture, intuition, and delight. “What I love most,” he says, “is bridging a guest’s expectations and their reality.” At ITC Narmada, he brings the city alive—through thoughtful itineraries, personal touches, and moments that linger.

A guest’s passions become his palette: When a foreign guest expressed admiration for Gandhi and Indian textiles, Pareva curated a day-long experience: a visit to Sabarmati Ashram, a private tour of a khadi workshop, and a walk through the Calico Museum. “Seeing her engage with our culture that meaningfully was incredibly rewarding,” he recalls.

Not all heroes wear uniforms: When an international guest lost his phone in an Uber,  Pareva went far beyond his call of duty. He comforted the guest, traced the cab, worked with the local police—and retrieved the phone. “In moments like these, we don’t just serve guests—we build trust.”

Storytelling is the secret sauce: Every interaction, he believes, is a chance to shape an experience rather than just give directions. “A good concierge does more than point the way—he crafts an experience,” he says.

Old city, new eyes: He often nudges guests toward early morning walks through Ahmedabad’s pols—ending with jalebi, fafda, and chai in a centuries-old courtyard. 

If not this, then PR: He’d switch roles with the hotel’s PR manager. “It would be fascinating to shape stories not just one-on-one, but at scale.”

The tradition he carries forward: One tradition Pareva feels deeply responsible for preserving is the art of heartfelt, personalised service rooted in Indian hospitality. “In today’s fast-paced, tech-driven world, it’s easy to forget that true luxury lies in genuine human connection—remembering a guest’s name, anticipating their needs, and making them feel sincerely cared for.”

Rajiv Mukherjee-Manager/Head Mixologist, ZLB23, The Leela Palace Bengaluru

With a deep-rooted passion for mixology, menu curation, bar operations, and guest service, Rajib Mukherjee’s journey behind the bar has been defined by innovation, precision, and a personal touch. “It’s not just about making drinks—it’s about creating moments and memories,” he shares.

Driving innovation at ZLB23: At ZLB23, he leads a team in tune with modern cocktail trends. From developing inventive menus to representing the bar on global platforms, Mukherjee plays a key role in shaping its identity. “Mentoring the team and refining our LQA standards is one of the most fulfilling parts—it’s about growing together.”

What fuels him?: “Networking with global bar personalities, meeting new guests, and travelling to different cities to explore beverage cultures—it all feeds my creativity.”

Moments that stay: Among many memorable interactions, one stands out: crafting a martini for legendary bartender Erik Lorincz. “It was a mix of nerves and excitement.”

Future goals: Mukherjee dreams of opening his own bar—and crafting his own gin. “Something rooted in Indian botanicals but globally loved.”

If not a bartender… If he could swap roles for a day, it would be with the hotel’s chief gardener. “The landscape is stunning. Working with nature would be refreshing.”

A drink that embodies the hotel: An espresso martini with South Indian filter coffee and local spices. “It’s elegant, energising, and rooted in place—just like the hotel.”

From the unusual to the musical: “The oddest request? A non-alcoholic Old Fashioned—I had to politely decline,” he laughs. If the bar were a playlist: Piano Man, Viva La Vida, and Can’t Help Falling in Love.

And if he were a cocktail? “Something clean on the palate, crisp in execution, and complex in flavour.”

The hotel in a glass: He'd call it the Palace Martinez: gin, in-house spiced vermouth, sandalwood-infused sake, orange bitters, and a pickled cherry.

Govind Vishukarma-Assistant Manager – Airport Services Pullman and Novotel New Delhi Aerocity

As Assistant Manager – Airport Services, Govind Vishukarma is the first point of contact for guests arriving at the Pullman and Novotel New Delhi Aerocity complex. He manages arrivals, coordinates transport, and sets the tone for the guest experience—often within moments of landing. Calm, quick-thinking, and people-focused, he has become a reassuring presence for travellers.

From chaos to calm: In December 2024, a guest arrived distressed—his iPad had gone missing in transit. Drawing on his network across airport teams and CISF, Vishukarma coordinated CCTV reviews and recovered the device within 24 hours. The guest’s heartfelt note of thanks reflected what Vishukarma consistently delivers: peace of mind in high-stress moments.

A day in his life: “No two days are the same,” he says. His mornings begin with flight checks, VIP prep, and guest movement planning. The rest of the day includes welcoming guests, managing luggage, liaising with chauffeurs and airline staff, and sharing guest preferences with the hotel to ensure personalised service. “Every interaction counts.”

Digital charm, real connections: Outside work, Vishukarma is a digital creator with over 4.8 million followers across Josh, YouTube, Instagram, and Moj. Crowned Emerging Influencer of the Year by YouTube, he was also the face of the YouTube Shopping Event at Pullman, earning admiration from fellow creators.

Moments that stay: Vishukarma treasures the brief but meaningful exchanges that define his role. “Even short interactions can feel like full-circle moments,” he says.

His biggest challenges? Flight delays, last-minute changes, and high guest volumes—all of which require calm coordination and a personal touch. 

If his job were a movie? “Runway to Reception,” he smiles.

Bittersweet goodbyes: “When you’ve built a connection, that last wave can be surprisingly emotional.”