Human on the Inside with ITC Hotel’s Shaariq Akhtar
Human on the Inside. We’re big believers in the power of human skills. But don’t just take our word for it - the evidence for excellence powered by human (‘soft’) skills is everywhere! In this engaging, ever-enlightening series, we speak with industry leaders, innovators and game-changers to learn a little about their personal career journeys, and how human-led strategies, philosophies and cultures are proving a force for good in their working worlds …
Maxme: Welcome Shaariq, and thanks for stepping into the #SuccessIsHuman Spotlight! You’re the General Manager of ITC Grand Chola, ITC Hotel’s iconic 600 room hotel in Chennai. In 1 sentence (ok, we’ll give you 3), what does this role entail?
Shaariq Akhtar: My role is dedicated to providing exceptional service - to guests, our team, and the environment. Apart from managing the day-to-day matters of the hotel, my responsibilities include conceptualising enriching experiences for our guests, strategising long-term objectives, and implementing our vision for the hotel with precision and commitment.
M: Whilst you have been a General Manager with ITC Hotels for the past 2.5 years, your career with ITC Hotels has spanned a variety of leadership roles over an impressive 18 years!
How does all this work speak to your personal purpose and what drives you as an individual?
SA: I firmly believe in going all out with everything that I do in life, and to me loyalty is above all.
My journey so far with ITC Hotels has been a good balance of this philosophy. For me it is important to stay focussed and to keep adding value to any role that gets assigned to me and most importantly, positively impact the lives of everyone around me.
Running a hotel is probably the finest example of teamwork in action, of people serving people and that to me is my purpose…the people I work with.
I take immense pride in ITC Hotels' pioneering role as one of the first hotel chains in India with a thoughtful approach to Diversity and Inclusion, providing an equal platform for all to pursue their dreams. The concept of Responsible Luxury, deeply rooted in ITC Hotels' ethos, guides every facet of our operations. These principles and values align seamlessly with my upbringing, reflecting a shared commitment to excellence.
M: Tell us a little about your personal education pathway/s - what led you to where you are now? How closely do your formal qualifications match your current career?
SA: I dreamt of being a fighter pilot for the Indian Air Force like my Father, but life had other plans. After school, at the age of 18 I was selected for a management programme run by ITC Hotels called the WelcomLegionnaire Program, where I earned a Bachelor's Degree in Tourism Studies and a Diploma in Hospitality Administration. My educational journey continued with a Post Graduate Diploma in Business Administration, specialising in Human Resources.
In the post-pandemic landscape, I underwent a 9-month program for General Managers by Les Roches, specially curated for ITC Hotels. Additionally, I achieved certification as a level 3 sommelier from the Wines and Spirits Education Trust in the UK.
In essence, my education is indeed linked to what I do now. But I believe my hobbies of reading and travelling keep me relevant and prepare me for the future.
M: If you could share one piece of career advice to your 21 year old self it would be ...
SA: Keep a journal!
Recording my learnings as I navigate through my career has become a pressing endeavour. Looking back, I realise the value of disciplined journaling from the early stages of my professional journey, as it would have significantly facilitated the task of documenting the wealth of knowledge and executed ideas that I am trying to record now.
For the current and emerging generation in the hospitality industry, I emphasise the importance of organising digital data. Soft copies and electronic information require meticulous sorting and segregation, and starting this practice early on can save considerable effort and enhance efficiency in the long run.
M: Maximising the potential of individuals, communities and businesses through the power of human skills is the reason Maxme exists. Can you tell us a little about the role and / or value of human skills in your workplace right now?
SA: In any workplace, human skills hold immense significance. At ITC Hotels, we actively foster a culture that promotes independent thinking, self-awareness, effective communication, and creativity among our team members. Our emphasis on values such as respect, empathy, compassion, and authenticity are particularly profound, given our business's nature—where people serve people in various capacities. These qualities play a pivotal role in cultivating strong relationships, not only within our teams but also extending to our guests and the broader ecosystem of our partners.
M: Self Awareness sets the critical foundation for all Maxme learning experiences. With that said … what’s your strongest trait / personal super power?
SA: Sports have a big role to play in my life and the ups and downs of competitive sport teach you a lot. I also love music. I feel a cocktail of sports and music has helped the way I think.
I have trained and conditioned my mind to see the positive in every scenario. It is said that “positivity is a superpower” and I believe that’s mine.
M: And on the flip side, what’s one human / ‘soft’ skill you’ve had to really work on improving over the course of your career?
SA: "Listening" is a highly underrated form of communication, and the most valuable advice I received on this matter is that "Not every silence needs to be filled." I actively incorporate this principle into my communication approach, and the results have been consistently positive.
M: If you could share one piece of career advice with recent Uni graduates or candidates keen to work as a Hotelier, what would it be?
SA: Patience is key.
Consider your career as a long road trip. Throughout the journey, you'll savour scenic views, experience smooth stretches, and relish moments enhanced by a great song.
Yet, it's undeniable that dull stretches, speed breakers, and rough patches will test your resilience, making the ride occasionally bumpy.
However, the accumulation of these varied experiences and the relationships you cultivate along the way will shape a memorable hospitality journey. Have fun, dream big, work hard, be creative and be a good person. Everything else will fall in place.
And through it all, don’t forget to be truly sustainable and give back to the community.
M: You’ve been granted approval to add one University graduate to your team, but have 100 applicants, all with outstanding academic results. How do you find your perfect candidate - what are you looking for?
SA: When selecting individuals, I focus on core human qualities, prioritising the right attitude, humility, and passion. These traits often reveal themselves in a conversational interview setting. While academic achievements hold value, I don't solely rely on them as the primary criterion for hiring. In a world full of university degrees, it’s mentality that makes the difference.
M: In the words of John Dewey, “education is not preparation for life, education is life itself.”
What’s next on your #learning agenda?
SA: Like I said, I love reading but when I look at my wife, my mum or my sister, they give me a complex 😊 because they read more than I do! My aim is to consistently finish 4 books a month and the genres I enjoy are - management, leadership, sports, business, history and Food & Beverage.
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