Kudos to Vikram, the author, for bringing out a wonderful book based on life lessons. The book is replete with life experiences and ‘interesting’ anecdotes- many where someone has gone an extra mile. The aspects covered deals with the hospitality industry, but is applicable to all professions and also in everyday life. The hotel industry, like any other profession, renders many an opportunity to go that extra mile and a good leader/ employee must seek it out. The leaders and employers have to grant that ‘extra’ to an employee who goes that extra mile to encourage others to follow. Empowering the employees will go a long way. In most organisations, red tape is the biggest hindrance to achieving the extra mile. It is all about maturing relationships and enjoying the trust of the customers and subordinates.
The history of hotel industry enunciated in the book is educative and informative. Consumers evolve and the industry got to be in sync, but the need for a good service culture will remain forever. Emotions and gastronomy will add value to the guests’ experience. There is never a second-chance in hospitality as there are no runners-up in a war.
It is all about kindness, compassion and empathy. Get out of your comfort zone, explore the world and recoup your energy. A guest is never a room number; so are your employees and subordinates. You need a thick skin dealing with complaints and worries and learn to say ‘No’ with a ‘Yes.’ One who manages crisis better will always succeed as you are sure to face many. Feedbacks are more important than compliments.
The author brings out many life lessons. Happiness is being positive. Plan your day well. Have a dream, set your aims and achieve your goals. Create a bucket list the earliest and keep ticking them off – Do these consistently – in small measures. Smile is the best weapon in your life.
Success and failures are integral to life. Failures provide you opportunities to become smarter. Branding is very important today and I have tested and tasted all the elements charted in the book. Life cycle of a hotel from inception applies well to all businesses. Why? Even true for a soldier.
The reader will appreciate and also identify easily with some well brought out instance like giving out perfumes to the hotel staff – a novel and a much required need in the Indian context. Changing the lobby mat with ‘Good Morning’ and ‘Good Evening’ – I never thought of. Wall panels to make selfies look great – need of the day.
Learning is a lifelong process. I ran away from studies to join the Army – neither did I stop running nor studying thereafter.
‘Leaders of the future will need to balance technology quotient and emotional quotient. This will be the Extra Quotient of the future.‘