"Thank You, Tribhovan Das"

                                                                                                Tribhovan Das-'The Great' !

His old ATLAS cycle is not to know that Tribhovan Das(58) will be retiring on 25​th Dec this year; nor​ does the ATLAS cycle that has been escorting him to ITC welcomhotel located at Alkapuri, Vadodara for the last 10 ten years is aware that he will hang up his boots on this Xmas day. 

Remember, the old ATLAS cycle has been with Tribhovan Das ( hereafter T Das) for three decades. 

“ I am very grateful to both the cycles. All the 40 years, I have been reaching the hotel only by cycle. ​"I have not sold the old cycle…it is in good condition …that cycle  is ​also part of my family” Quips T Das, married to Leela. He is blessed with two daughters (both are  married) and a son, plus four grand children.He lives with son Ashish and wife presently. 

Case in point: T Das has been pedalling from his home to hotel every day for the last 40 years. 30 Kms in total…to and fro. Every day …day after day…

He is the load bearing pillar of the Housekeeping department. He had joined Gujarat Hotels in 1984  during the project stage itself​. Later ITC took over this hotel, though Gujarat Hotels still holds fifty per cent of the shares.

He has seen 18 General Managers and ​9 HR managers during the period of forty years. His employee code number is 002.

Says  Rohit Mallick, General Manager of this hotel: “T das is one of the longest serving employees ​of our hotel…he has exceptional guest service skills and knows guest-preferences by heart . All the long standing guests of our hotel have appreciated his services and he is indeed a source of motivation for his ​entire team”. Remember, Rohit Mallick also happens to be the CEO of Gujarat Hotels.

Dilip, HK Executive adds further: “ ​When T Das is on shift, escalations and glitches will be very minimal. His august presence gives me​ a lot of peace”

I do fully agree with Rohit and Dilip. Sample this: I was staying in Ethnic Suite Room (212) from 27 Nov to Dec 01 this year …it is in this suite room only I had interacted with him. He is relentlessly consistent in his service delivery. Fit like a fiddle. Very well groomed. Dyes his hair with unabated regularity…connected with the guest in me lovingly, caringly and mindfully…his courteous demeanour will impress any guest, undoubtedly. 

Nobody instructs him; nor is he supervised by Dilip; he does all the extra work joyously and purposefully…always switched on to help his colleagues. Never says ​'No'…either to the requests of the guests or his co-workers. He flawlessly finishes the tasks assigned  to him. 

“My first salary was 502 rupees, “ jocularly adds T Das, a vegetarian. This teetotaller will have three teas a day. Not a cell savvy person. Uses his cell phone only to take calls. Watching news in India is his only hobby. 

“ I am healthy sans any ailment. What else do I need? I am peaceful and content too” says T Das, the indefatigable worker of HK brigade.

Welcome hotel Vadodara Alkapuri guests will be missing him​, for good. 

Thank you, Tribhovan​ Das, you are great…I am really proud of you !

                                                                                             Rohit Mallick - CEO, Gujarat Hotels

                                         Blessed Butler 

Oct 23, 2021 

I was at ITC Kohenur, at Hyderabad for lunch.My daughter, one of my students and his family were with me. We enjoyed our lunch. It was a memorable experience for us.Very uplifting and elevating.One young guest service associate from Bihar, was serving us. I was impressed by his attention to details as well as his thoughtfulness. I do have a habit of gifting pens, key chains etc. to hotel employees, wherever I stay. I would normally gift either a key chain or a pen to a person. Astonishingly, my soul was so moved by the stunningly spectacularly service of this young steward, that I gifted him extra key chains on that day to be given to his family members also. The reason being his humility and service finesse. I also blessed him from the bottom of my heart that day. 

Now, my ITC Kohenur story, takes a jump. Read on ....

30 March 2023

I was staying in this hotel in connection with my lecture engagements.I checked in to the hotel at 7AM. After an hour, I reached the Golkonda Pavilion-the hotel's coffee shop located at the lobby level. After finishing my breakfast, I invited the superstars of this restaurant for a pic to be posted on my Instagram. Soon thereafter, a young butler came and met me. “ Sir, I am Ansari. You had blessed me in 2021. You had written an appreciation mail also; I still remember ”.  

God’s ways are incredibly mysterious.The steward who had served me in 2021, is a butler of this hotel today.After passing out from IHM Hyderabad, Mohammed Tauqueer Ansari (22) joined ITC Kohenur as a Guest Service Associate in July 2021.In just eight months he proved his mettle and was honoured to join the butler team of this iconic hotel. The prestigious Annual Award “ Welcom Achiever 2022” sat softly on his shoulders. He lapped up two HOD appreciation notes too. One from front office HOD; the other from his own HOD. Ansari got yet another appreciation card from the Restaurant Manager as well. 

“Ansari is a quick learner” says Chetan Mehra, Butler Manager, “ also, very mature for his young age. He is one of the perfectly competent butlers I have ever met". Chetan Mehra is right. I too agree with him. Yesterday, my requests bounced to Ansari were fulfilled flawlessly. The Ganesha idol, which I always carry with me, was polished and extra flowers were offered to the idol by Ansari.A copy of the Conde’ Nast Traveller was promptly placed. Salted peanuts were placed in my room. My meal period orders were noted proactively; he even liaised on my behalf for my dinner requirements. He made me feel so special. "

“A butler has to remember the preferences of the guests. He must be successful in transforming the guest experiences into memories.” says Ansari.This outstanding, exceptionally professional butler is very spiritual too. Five times Namaz on a daily basis is the most important thing for him. May Allah be with Ansari always. 

His Mom, brother and sister (both younger to him) live in Bihar. His father is a textile designer and works and lives in Mumbai. 

Myself with Ansari and the other butlers at ITC Kohenur

Text and pics by R.Kesava Mallia at Hyderabad.

                                           Gritty Biswa

"What is your ambition in life?", I  asked Chef Biswa Ranjan(35). Pat came the reply with spontaneity and clarity:"I would like to retire as a Master Chef”. 

Handsome Biswa Ranjan, presently working as a CDP in the banquet kitchen, at the Westin Hyderabad Mindspace, will be shortly completing two decades in the hotel industry. Life has been a roller coaster ride for him since his childhood. His professional journey from being a dishwasher-helper to a CDP has not been a cake walk at all. He had to discontinue his schooling after class 10th due to extreme poverty at home. But he more than made up for it through his readiness to spend long hours in the kitchen and a burning desire to acquire culinary skills. He converted the barrenness in his life into a blessing. He lifted himself by himself. This perfectly competent culinary artist is very amiable and amicable too. 

“As a helper”, says Odisha based Biswa who is the son of a farmer “ I used to work for 13 to 15 hours a day. My intention was to learn things fast” admits Biswa Ranjan, who was forced by destiny to earn for his family that included his parents, one younger brother and two younger sisters at a very early age. Chef Biswa Ranjan is thankful to Chittaranjan, his cousin brother, a driver by profession who encouraged him to join The Country Club, at Begumpet, Hyderabad as a dishwasher…..that was in 2004. Through sheer providence, the hotels in Hyderabad served as culinary schools to sharpen his skill.He polished his knowledge in Rajasthani cuisine at the Quality Inn, Lucknowi cuisines at Taj Banjara, South Indian food at Novotel and Afghani and Iranian at the Trident. Since Dec 2022, he is associated with the Banquets kitchen at the Westin Hyderabad Mindspace. 

His longest stint has been with the Novotel for six years. In 2017, an accident that happened at 2AM while returning home, served as an eye opener for him. Many revelations followed thereafter. He had to undergo three surgeries.Novotel Hyderabad supported him fully and Biswa Ranjan is still very grateful to Novotel, with gratitude. “I was mentally down for almost a year, but Novotel helped me generously”, remembers  Biswa. 

“In future, he will be a great chef” says Vipin Chandel, Chef de Cuisine of this hotel. While Executive Chef Prem Kumar quipped: “though Biswa is quiet and silent, he is so committed when it comes to taking ownership”. 

Biswa is married to Tapoi Parida and blessed with a daughter and a son named Raj Nandini(10)and Roshan Ranjan(04) respectively. Watching news on TV is his hobby. 

         Chef Biswaranjan with Chef Vipin

 Text and Pics by R.Kesava Mallia in Hyderabad

                                                      Kind hearted Kalai 

“Right from my childhood, I was very fond of serving coffee to my relatives and friends who visited my home”, says Kalaivanan(32) - the Restaurant Manager of ‘Daily Treats’(at The Westin Hyderabad Mindspace) -a renowned eatery known popularly for it's take aways, coffees and importantly, it's corporate lunch boxes. Remember: The city of Kumbakonam city is famous for it's filter coffee and temples aplenty. No wonder, today, Kumbakonam born Kalai is offering coffee to his guests on a daily basis. Interestingly he likes visiting temples nursing his soul's needs. 

“As many as 150 top notch corporate leaders in and around Madhapur, will order our lunchboxes on a daily basis ” says Kalai. Daily treats, located at the lobby level of Westin Hyderabad offers 15 varieties of customised coffees and eight varieties of teas. Sandwiches and Burgers are the other items which are most sought after by the discerning guests of this hotel, as well as the local foodies. Kalai handles the biggest F&B area of this hotel - Daily treats plus their cloud kitchen - MBOW (Marriott Bonvoy on Wheels)!

Listen to Neha Bose, the Hotel Manager, at Westin Hyderabad: “Flexibility and tenacity are Kalai’s main strengths. He believes in genuine care for our guests; he is very considerate to his fellow colleagues”. “We had pitched monthly promotions on ‘Single origin coffees”, and “Hot Chocolates", in the recent past. Our next food promotion will be on Iced Teas” informs Kalai, a hard core F&B service personnel.Out of his total of 11 years in this industry, he has spent 7 years in banquets and four years in restaurants. 

This Hindi speaking Tamilian, chose the Marigold hotel at Hyderabad for his first job, soon after completing his hotel management course from the Bharat College of Science and Management, at Thanjavur, Tamil Nadu. ITC Grand Chola, Chennai was his next stop. It is here that Kalai had first attended my workshops(Not once - but twice). Both of us fondly remembered our Chola days. 

Kalai pocketed two promotions in his five year stint with Chola. He then joined Westin Hyderabad, four years back. Today, apart from managing the Daily Treats, he also functions as the relieving manager for Seasonal Tastes - the all day dining restaurant at the hotel. Not just that - whenever required he also chips in at the Banquets. He is always there to help the cause of the hotel. 

Kalai enjoys history, particularly the lifestyle and governance of the kings of south India. Reading about the kings and their legacies fascinates him. Opines Parul Jaiswal, Asst F&B Manager : "Kalai is well liked and respected by all. He is always there to guide and support his colleagues. He is sharply focussed on generating revenue and he has always achieved his budgets”. 

Lord Shiva happens to be Kalai's 'Ishta Devata' (favourite God). Now I'm wondering if Lord Shiva has moved his headquarters from Kailaasa to Daily treats!

 Text and Pics by R Kesava Mallia in Hyderabad.

                                       Manipur Sisters 

                                                                                                                                            Margerete

                                                                                        Mercy

"Who is the elder out of you? I asked. “Myself”, answered Mercy. 

Mercy and Margrete, twin sisters from Manipur who are 20 years old, have completed one year with The Westin Hyderabad Mindspace. Both are working in the housekeeping department….they are very hard working…very quiet at work…less interested in socialising…they don’t go for movies…or visit restaurants. “We save as much money as we can”, says Mercy, “and the same will be sent to our Mom one day”. Back in Manipur they have an elder sister, two younger sisters, a younger brother and their parents. 

Both have got acquainted with the food served in the staff cafeteria.Mercy likes the biryani served here the most. While, chicken happens to be Margrete’s favourite. Mercy’s main hobby is cooking, while playing volleyball is Margrete’s pastime. “Sometimes, our thoughts are also the same, but not always” admits Margrete. 

Both studied together till their 12th standard. They completed a three months diploma course in Housekeeping at Pragati Institute. Obviously, together only. Now, they are working together in a renowned hotel like the Westin, Hyderabad. Both sisters walk down to work together from their hotel accommodation which is very close by. This is their first job. 

“If they don’t wear their name badges, it becomes very difficult to tell who is Margrete and who is Mercy” jocularly says Mahi Majhi, Asst Manager HK. Mahi also was also present in my hotel room upon my request, while I was interviewing the Manipur sisters. Interestingly, the answers from both the twin sisters were very brief  - to the point and in mono syllables. 

I do respectfully bow to Manipur twins…Mercy and Margrete. Their fortitude is worth narrating. 

  Margerete and  Mercy with Mahi Majhi

Text and pics by R.Kesava Mallia in Hyderabad

                                Delightful 'Doorman' Dileep

“ I felt so happy. My uniform was colourful and different…felt so proud that day”, Bihar born Dileep Kumar(43) was remembering his first day as the doorman at Westin Hyderabad Mindspace. He never had the ghost of a dream, that one day he will be part of a five star hotel. “ I took charge as the doorman of this hotel on 10th Dec 2015” he adds. Meet Dileep Kumar(43)-the tall, always pleasant, only 'doorman' at the Westin Hyderabad Mindspace, located at Madhapur, Hyderabad.

For the last three years, he has been the face of the hotel porch. Dileep had joined this hotel just 40 days after it was thrown open to the public. He joined as a contractual security staff in 2010. Speaking on his experiences he said " some guests would give me tips, others would talk lovingly while some would even shout at me” ! Why would the guests shout at you? I asked curiously. “some local guests (not staying in the hotel) would want to park their cars in the porch itself whereas that's not allowed, as it causes inconvenience to other guests staying in the hotel. When corrected, they will get angry and start shouting at me….but I don’t care…and we must continue to work with politeness", added Dileep with both humility and self confidence. 

In the Ramayana, Lord Rama was in exile for 14 years learning the lessons of life. Here, Doorman Dileep has also learnt many life lessons from the guests in the last 13 years. (Thankfully, he has never been to the forests like Sri Rama!).He was always standing in the porch- like a load bearing pillar. 

What I like in Dileep is his servitude. He works smilingly. He remembers the guests and connects with them with his inimitable demeanour. He connected with the guest in me also. He took me by surprise when he said “Sir, you had gifted a pen in 2015”, a grateful Dileep remembers fondly. 

I am dazzled by his unwavering enthusiasm.In the capacity of a doorman, he serves the guests at Westin with his prompt and polished service. Justifiably, he has achieved a venerable reputation. Dileep is married to Pooja Devi and is blessed with two sons- Akshay Kumar(08) and Raj Kumar(06). He does not have much interest in material things including cell phones and credit cards. He is happy with whatever God has given him so far ! 

I have been staying in Westin, Hyderabad since yesterday, in connection with my lecture engagements. I had invited Dileep to my room for interviewing him for this blog. “ Sir, though I have been working in this hotel for the last 13 years, it is for the first time that I am sitting with the guest in his room. Thank you Sir” …once again Dileep’s gratitude was clearly evident.

                                                                                                   Dileep with Front office Manager Ravindra Singh Rathore

 Text and Pics by R.Kesava Mallia at Hyderabad

                                  Story Telling strategy

Last month, I was conducting my Service Excellence workshops at Westin Hyderabad.I was really impressed by Venkat Yellaiah (40), for his incredible attentiveness in my class. The following day, he met me in my room and introduced himself as the HK floor supervisor. While I was checking out, he offered to help me with my luggage. 

Yesterday, when I checked in to Westin again, he inspired me by stating that he has adopted my story telling model of coaching at his workplace (during my workshops I prefer to coach through stories and I encourage sharing “live” examples on service lapses to make the session real). It was so gratifying to note that Venkat is now using the same story telling technique in his daily briefings with his team. 

Venkat is one of the very few staff members working in this hotel since 2009, who joined as part of of the pre opening team. Before the sun is up, Venkat reaches the hotel on his Hero Honda bike. Addressing a 40 member strong HK brigade at 730AM is one of his primary assignments. This is where he uses the story telling technique. 

“Not only does he work hard, plans efficiently and maintains good relationships with colleagues ”, says Farhana Begum, Executive Housekeeper at The Westin Hyderabad, “ his guest connect is incredible too !". After joining as an Associate, he rose to the position of a supervisor in 2013, then became a HK Executive in 2016. Guess what - He has bagged “the best employee of the month award”, as many as 15 times over a period of 13 years ! 

Watching the TV9 news channel is his main hobby. Chess and badminton are his favourite sports. Venkat is married to Swapna, he is blessed with one daughter and a son -Pranavi(14) and Unmukth Chand(11).He has some connection with Mohan Das Karamchand Gandhi-the father of our nation. Venkat enacts the role of Gandhiji every year on the Independence Day, during the flag hoisting ceremony orchestrated by the hotel. 

                                                                                              

                                                                                                       Venkat with EHK Farhana Begum

 Text and Pics by R Kesava Mallia in Hyderabad.

                                       Passionate Pushpa

Meet Pushpa(46)- the load bearing pillar of the Housekeeping team and also one of the senior most employees at The Leela Convention Hotel, New Delhi. This iconic hotel has two blocks - one is the Convention Tower, the other being the Club Tower. The Frangipani area connects these two blocks. Pushpa is responsible for the the housekeeping requirements of the Frangipani area. The news peg is this: She looks after this area really well ! 

“I get inspired by Pushpa. She is humane: also, very helpful to lady co workers “says Vijaya Rai, the Training Manger of this hotel.This incident happened last year. After finishing a day long programme at Gurgaon, Vijaya, travelled back with Raveesh Chhetri, HR head of this hotel…dropped him at his home….later got herself dropped at the hotel…proceeded to the bunker of the hotel and slept…fatigue made her sleep like a log…the next morning when she woke up she observed that someone has generously and lovingly covered her body with a thick blanket from the laundry department…the good samaritan was none other than our beloved Pushpaji. 

“I am always ready to help others. I think, that is why everybody likes me in return” these innocent talk lines of Pushpa are really thought provoking.Three months back Srija Sarkar, the HK Manager of this hotel was sick. Pushpa showed up promptly at the hotel accommodation where Srija was staying…escorted her to the doctor…looked after her like a mother. “She is my second mother”says Srija, while narrating the inimitable attributes of Pushpa. 

Pushpa is responsible for cleaning the public area and women’s accommodation. She is the queen of both the places. No supervision is required. Her work is flawless. She is so consistent in her service delivery. She is very compassionate too. In case, any lady staff member falls sick, Pushpa will be there to nurse her. Srija Sarkar, to whom Pushpa reports, says: “ I need not cross check her work. She is so perfect and impeccable”. Sagacious Srija, herself a pedigreed professional also spoke how Pushpa has been contributing silently, especially when big ticket events happen. 

The indefatigable Pushpa never says 'No', whenever beckoned to put in extra work for the discerning guests. She is married to Dharamveer and is blessed with one daughter and three sons. Watching TV Serials and Hindi cinemas are her hobbies. 

(L to R)Pushpa, Vijaya Rai and Srija Sarkar

 Text and pics by R Kesava Mallia in New Delhi

                                         Affable Ankit 

“You need to focus on technical as well as behavioural training“ reminded Anupam Das Gupta, General Manager, The Leela Palace, New Delhi, while informing Ankit Joshi(32) about his selection as the restaurant Manager of the Qube cafe. This happened one month back. 

Last Sunday, when I visited this cafe soon after my check in, it was Ankit who had served me. At that time he was just 19 days old in the system but he behaved-acted and conducted himself as though he has been working there for the last 19 years. That’s the level of ownership he displayed ! What I also liked in him was his servitude. He personally took care of me and served me end to end. Case in point: when it comes to serving his guests, he is so unassuming and selfless. He is ready to go the extra mile - smilingly. He is plugged in and 'on the floor'- always. 

Listen to what Anupam Das Gupta (GM, The Leela Palace, New Delhi, says about this affable manager: “Ankit is a wonder leader. Warm and engaging. Very good with guests. Highly observant and leads from the front. He is hands-on, and does not hesitate to jump in to help his team. He has made a real difference since coming on board very recently. A real asset to the Leela Group and Qube restaurant".

This iconic hotel’s Asst. Director of F&B, Ashish Arora opines: “Ankit is our newest manager in the F&B team. His attitude towards his peers/superiors, his commitment towards his work and his self discipline makes him different from others. He is very enthusiastic and takes great pride and ownership in his work”. 

After passing out from IHM Gwalior, in 2011, his first job was at Le Meridien, New Delhi. After a three year stint there, he moved to Abu Dhabi, worked for five years where he worked at the Westin Hotel Golf Spa & Resort. His next stop was the Lodhi Hotel at New Delhi, before finally joining the Leela Palace.

Ankit lives in Delhi with his wife Rohini, mother in law and two sons - Advit and Divith. Playing Table Tennis is his hobby. His parents live in Ghaziabad with his younger brother, Sachin . 

                                                                          Ankit with Ashish Arora

 Text and pics by R.Kesava Mallia, in New Delhi

                                     Judicious Jahnobi 

The discerning guests visiting the Qube cafe at the Leela Palace, New Delhi are not to know that the hostess of this eatery Jahnobi Borah(24) is a taekwondo black belt holder…she is a pedigreed NCC Cadet who has bagged the ‘Best cadet award’(2019-20). She was also the winner in the rifle shooting competition held at the National NCC Academy at Jorhat, Assam. In total, she has attended 18 NCC camps, including the most prestigious national level Sainik camp. There are many a feathers in her cap, indeed ! 

Last year in December, I had met Jahnobi for the first time. Last Sunday, I met her for the second time. I was so impressed to see her enhanced confidence and amplified positive self esteem. She is very focused at her work. I liked her deep concentration at work as well as her penetrative insights. She is known for her helpfulness, generosity and effective co-operation. 

Jahnobi is grateful to two girls. One is Anisha, her classmate who suggested her to join Leela Palace, New Delhi. The other is Prachi Sarin, HR Coordinator of this hotel, who was instrumental in connecting her to this iconic hotel.This Assam girl, who is an Economics graduate, opted to join the 18 month hotel management course during the pandemic. She joined Leela Palace, Delhi in October of last year. 

At 530AM everyday, the hotel car will pick her up…by 6AM she gets on the job…after signing off from the hotel in the evening hours she proceeds for her Taekwondo classes …her practice sessions last for 3 to 4 hours on alternate days…on other days she practices yoga at home. She is a pure vegetarian. For the last ten years she has had the habit of writing a diary on a daily basis. She introspects on her work with unabated regularity. Gets a good night's sleep. 

 “I do believe that I can contribute much more at work” says Jahnobi, who is currently pursuing an online MBA from Amity University, “ my co workers are very supportive and caring, I do learn every day from my guests too. In the first week, I found it difficult to remember the table numbers…..but now I am very comfortable”, quips Jahnobi. 

Her parents live in Assam with her younger sister Nitali. Adventure is Jahnobi’s passion. Horse riding is her hobby. 

                                        Jahnobi with the Qube Cafe chef brigade

 Text and Pics by R.Kesava Mallia

                                Effortlessly Guest Centric

Last Sunday, I got up at 130AM…proceeded to Hyderabad airport at 330AM…had my breakfast at 500AM…flew down to Delhi at 930AM…reached The Leela Palace at 10AM…finally, when I reached the Qube restaurant, time was 1030AM…by then I was feeling very hungry ! This is when my  karmic connect with the good looking Bharti Ummet (28)began. 

Bharti is a Senior Guest Service Associate at 'Qube'. She ushered me in upon arrival…greeting me with her 70 mm smile. What I liked in her was her cheerfulness and readiness to serve…undoubtedly her hi -decibel guest centricity is worth writing about.

After passing out from the Amrapali Institute Of Hotel Management in 2021, her first job was at St. Regis Mumbai. She joined the Leela Palace New Delhi in Sept last year. The training at The Oberoi Amar Vilas, Agra in 2019 was an eye opener for her. She never looked back thereafter. She knew that she is in the hotel industry meaningfully. 

“My mom wanted me to be a bakery chef. However, my preference was F&B service.” says Bharti, a multi talented person. She has a black belt in Karate, is a Kathak dancer and has also been to Nepal and Bhutan to participate in kick boxing competitions. “My mom encourages me a lot. She has seen lots of hardships and difficulties in her life. But, her happiness is double than her sorrow”. “There are many people who discourage me; they advise me to leave the industry…but, I am here to stay. I like my job”.

Bharti lives with her mother, who is a teacher by profession. Her elder sister is also a teacher. Predictably, Bharti will be a pedigreed and successful hotel professional - in F&B service only. 

                                          Bharti with the Qube Cafe brigade

 Text and Pics by R.Kesava Mallia in New Delhi

                                    Brilliant Bhaskaran

“Being able to enjoy my weekly off is the only unpredictable thing in my life; guests may beckon me any time…” says Melur born (8Kms from Madurai city limits, in Tamil Nadu) Chef Bhaskaran(32) very jocularly. He is presently working as DCDP in the Leela Palace, New Delhi. 

I do have lot of respect on chefs. While I was interviewing him, a NRI lady guest from USA staying in this hotel greeted him so loudly: “Anna, Vanakkam”.This is ample proof that Chef Bhaskaran commands respect from all his guests …he is incredibly guest centric is one thing.That he makes distinctively delicious South Indian food is another. No wonder, he is face the of this hotel, at least for the guests from south India. 

He is popularly known as Anna Chef. The word Anna in Tamil means elder brother. That said, this young culinary artist in the early thirties is an Anna not only for the staff members, even for the discerning guests of this hotel. Listen to what Ashmeet Singh Jolly, Chef De Cuisine says on Anna chef: “He is a key team member of the chef community. Very friendly. Always happy at work. Very positive in his thinking. Ready to learn”.  Anna started his career in a restaurant at New Delhi when he was just 16. Believe it or not, he started cooking at home when he was just 13. He joined Leela Palace, New Delhi as a pre opening team member after a one year stint with Le Meridien, Delhi. He served for eight years here, took a break, joined Hyatt Andaz in 2020, only to start his second innings with this hotel, a year back. 

Anna gets up every day at 4AM.From 5AM, his work starts….preparing Idli/Dosa batter, chutneys …Upma…to Sambar masalas…he goes full steam. He signs off by 4PM in the evening. It is so gratifying to note that guests are so grateful to him. With folded hands, they greet him. In the guest comments card, they write embarrassingly superlative words on him…. full of praise…so reverential. In the last one year, he has already bagged the “ best employee of the month award” twice. 

I am so thankful to Pradeep Chahar, a Team Leader from the In Room Dining department, for introducing me to Chef Bhaskaran. It happened yesterday soon after my breakfast. Upon my request, Anna came to see me in my room with Pradeep. I feel fortunate for getting the opportunity to express my appreciation for Anna in person and to my heart’s content.Those exceptional moments are really memorable. Anna is very accommodating too. Yesterday evening, after finishing my interview, I came to know that he will be on leave today. Promptly, I took the liberty of requesting him whether he can opt for his weekly off, after I check out tomorrow. He readily agreed. May God Bless him !

He is married to Parameswari. Blessed with a four year old daughter, Saisa Sree. 

                                                                                       Anna with Chef Jolly and Sous Chef Laxmi Dutt

 Text and Pics by R.Kesava Mallia in New Delhi

                                                   Joyous Jeetu

The loss of Leela Palace, will be the gain of The Leela Ambience Convention hotel. Interestingly, both hotels are in New Delhi. The former is located in south Delhi, while the latter in the east of Delhi. Come 28th March, Jitendra Singh Rawat(40) will be joining the Leela Ambience Convention Hotel as their Stewarding Manager. Interestingly, Jitendra popularly known as Jeetu was wedded to Leela Palace since it's pre-opening days in 2010. 

Mumbai born Jeetu, a bus driver’s son has been working since the age of 13 in order to pay his tuition fees. He was working in a factory then.After passing standard tenth, he discontinued his studies, to financially support his family. “I used to handover all the money I earned to my family” says Jeetu. His first lucky break came in 2002. He got a job at Le Royal Merdien, Mumbai as a utility worker. He was just 20 at that time. In only six months, he lapped up a promotion with an increment of Rs. 1,000/- per month. The then Kitchen Stewarding Manager Sanjay Panoli told him: “You are really a star. You should learn the paperwork associated with this job, going forward”. These words resonated very strongly with Jeetu. He continued working hard and in the next four years, he pocketed a double promotion and coronated himself as the Asst Chief Steward. As many as a half a dozen times, he was adjudged as the ‘Best Employee of the month” at Le Royal Meridien at Mumbai. 

Thereafter h he worked for 18 months with Pan India Food Solutions (Pvt.) Ltd managing the kitchen stewarding operations of 17 restaurants in Mumbai. Bur he had a deep desire to test his endurance further…so his next stop was the Westin Gurgaon as a team leader…this stint lasted for only six months… after which sheer providence brought him to Leela Palace New Delhi. 

His last 12 years in this hotel has been very productive and meaningful. His hard work and undaunted will to serve has helped him earn his stripes. Indeed he is a great credit to the Leela Group. Two gentlemen had played a great role in moulding the professional in Jeetu. One being Sanjay Panoli and the other being Subhash Pinjola - his current boss, presently, the Kitchen Stewarding Manager, at the Leela Palace, New Delhi. “ Subhash Pinjolaji is my godfather. I will never forget him in my life” quips Jeetu. 

Jeetu is married to Suman Rawat, a housewife. He is blessed with three children - Sakshi(14)Meenakshi(12) and Arav(09). He lives in Palam, Delhi with his family. Singing in Hindi and Gadwali is his hobby. 

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                                                                                                      Jeetu with Executive Chef Karan 

 Text and Pics: R Kesava Mallia in New Delhi

Astute Aarti

“I am working hard to improve my communication skills in English”, says Aarti(23), presently working as a Commis in the western cuisine kitchen attached to the 'Qube' - the cafe located at the lobby level of The Leela Palace, New Delhi. Every day, from 7PM to 9PM is allocated for her online classes, so that she can improve her spoken english, as well as enrich her writing skills in english. It was Akanksha Joshi, the Learning and Development Manager of this hotel, who had lovingly advised her join the online spoken english classes. 

Remember : Aarthi had grown up in a one room home, with her parents and three siblings. She studied in a Hindi medium Government school in Delhi till standard 12th.“Aarti is very friendly and relaxed at work. Even under tremendous pressure, she works with a cool and serene mind” says Sous Chef Laxmi Dutt Joshi, who also happens to be the head chef of this renowned eatery. 

Before the sun is up, the hotel car will pick her up from Savitri Nagar, Delhi, where Aarti lives with Mala, her younger sister, who is a Yoga instructor. After reaching the hotel, Aarti will spend half an hour for her Yoga and meditation. By 7AM she will hit the kitchen floor. 

“My mom has sacrificed so much for me. She was so supportive” quips Aarti, who started cooking, when she was just 14 years old. “I used to share the food cooked by me with my friends and classmates. On every occasion, they used to tell me that whatever I cooked comes out very tasty”. Yes. I also agree to this. My first visit to this iconic hotel was in December of last year. In the early evening hours, soon after I checked in, I had proceeded to this cafe, as I was so hungry. The General Manager of this hotel, Anupam Das Gupta who was sitting with me suggested that I should order for a veg sandwich, as it would be available quickly. Astonishingly, the sandwiches landed on my table in minutes. Predictably, the sandwich was luminously flavoured. Plus distinctively delicious too. I was incredibly curious to meet the culinary artist who had masterfully crafted this for me.That is when I had first met Aarti.IHM Hajipur pass out Aarti, was just one month old in this hotel, at that time. 

Yesterday, after my Service Excellence workshops for the staff members of The Leela Palace, New Delhi, I had been to this cafe to interview Aarti. As and when Aarti got seated, I reminded her that I was feeling a little peckish and would like to order a sandwich. “I will make the sandwich for you” Aarti asserted. Within just six minutes, she came back with the sandwich. When I took the first bite, she asked : “hope you liked the sandwich”. When I complimented her, she smiled. There is a glow in her face, when she smiles. 

"I would like to specialise in Italian cuisine” says Aarti, who shares her entire salary with her mother, while using her tips to purchase cookbooks and knives. What I like in Aarti is this: she never gives up. she faces problems in life as well as at work, head on. Never gives up ever and fights vigorously. She is ready to serve guests with consummate ease. 

Always switched on and tranquil at work, Aarti is known for her patience and composure too. Reading motivational books is her hobby. Cooking is her passion. 

                                                                                               Aarti with Executive Chef Karan

 Text and pics by R.Kesava Mallia at New Delhi

                                                       Talented Tea maker.

“I used to go to IHM Kolkata only for my practical's” said Avinash, the young tea maker at Essence Restaurant, Park Plaza Chandigarh, Zirakpur. Meet the talented tea maker of this eatery:Avinash Kumar Mishra(25).Born in Ranti village in Bihar, known for its Mithila paintings. For the last four months, his key role is tea making especially during the breakfast periods. 

God was so compassionate to be with him, while Avinash was fighting extreme poverty for the last 12 years. “I was terminated from IHM Kolkata, as I had failed to pay my quarterly fees” informs Avinash. But the almighty came and acted through a human being and helped Avinash.That was Amitava Bhattacharya, the coordinator of IHM Kolkata.From the tender age of 13, Avinash was working to support himself as well as his family that encompasses his parents and a brother, who is presently studying. Upon hearing Avinash's story.Amitava was shell shocked. That is when Amitava told him that he need come only for the practicals. He was so generous and supportive and agreed, even to visit Avinash's home. 

“Now I am awaiting my results” says Avinash, who has just completed his final year in hotel management. 

Avinash's life has been packed with so many harsh realities.He wore many a caps to make both ends meet…he worked as an assistant in a hospital, a salesman-loader in a textile shop, an OLA cab driver, a Zomato home delivery boy….and even in mobile repairing. 

Interestingly,Avinash has some karmic connect with Sumit Gogia, the General Manager of this hotel.....the story goes like this (God’s ways are really mysterious…he has a way to protect good people).

One day the GM came to the Essence restaurant and ordered for a tea. Avinash made the tea for him…while some other steward served it. The GM really liked the tea. The next day, the GM instructed his In room dining team to serve a tea in his room, but with a polite request: “a young boy in F&B service made my tea yesterday; the tea was excellent. Ask the same boy to make it for me today also. Period. From that day onwards, Avinash was declared as the official tea maker of this restaurant. 

For the last three days, I have been enjoying the luminously flavoured ginger tea masterfully crafted by the gifted hands of Avinash. More than the ingredients he uses to make it more aromatic, what I liked most is this: He uses his heart, while making the tea. He is joyous at work. Smilingly, he serves every guest. He is prompt and proactive. Diligent as well as dedicated in his efforts. Caring and considerate….Avinash is amazing in his work ethics.Everyone love's his tea. 

In the last four months, only one guest had complained about his tea. She told Avinash, that the ginger was too less in her tea. Avinash, promptly apologised to this passionate tea drinker…made another tea…obviously, with more ginger in it…delighted, dazzled and impressed the guest. She was very pleased. So too was Avinash. 

Recently, Avinash had gone to Kolkata to meet his parents.After returning to Chandigarh he resumed his duties as the tea maker.On his first day, soon after rejoining, the GM-Mr. Sumit Gogia jocularly whispered in his ears: “when you were on leave, I was missing your teas”. 

Case in point: I will checking out from the hotel today by afternoon (returning to my home at Hyderabad) and I also will be missing his tea. That said, I will be once again staying in this hotel in the month of June 2023 when I come to conduct my workshops on Service Excellence.

I am already looking forward to Avinash's ginger teas during that trip….many a cups !

Avinash with Vikram- Asst Restaurant Manager at Essence

 Text and pics: by R Kesava Mallia at Chandigarh