Resilience and ceaseless enthusiasm with unyielding dedication : An exclusive interview with Norbu Jamtsho, a beacon of warmth in the bustling world of hospitality service.

Navigating the turbulent waters of demanding schedules and the high expectations of both management and clientele, often sacrificing personal time. Commitment never wanes, fueled by the genuine joy found in the happiness of those he serve.His passion, however, does not come without its challenges.

Could you provide a brief overview of your professional background?

If I say something about my professional background in the hospitality industry, I could say I truly love to work in the hospitality industry. My background encompasses a diploma in Bar Management and hotel management. I commenced my career at Leonia Holistic Destination in Hyderabad, where I served as a trainee steward in a 462-room establishment. Subsequently, I worked at Radha Regent Sarovar Groups of Hotels as a Guest Service Associate in Food & Beverage Services, followed by a role of Bar supervisor at Aloft Hotel in Tamil Nadu and as a Bartender at Uma by COMO in Punakha.

I then advanced to the position of assistant bar manager at MGM Beach Resort in Tamil Nadu and subsequently served as General Manager at RKPO Green Resort in Punakha. My journey continued with a role as a Thai restaurant captain at Radisson Blu in Sohar: Oman, before assuming the responsibility of an operation manager at Ariya hotel in Thimphu. I went back to RKPO Green Resort as a General Manager, since the owner requested me to look over the hotel because of managing issues.

What sets Hotel Kaachi Grand apart from competitors in the area?

 I am confident enough to say that, Kaachi is different from others in terms of the location with spacious car parking, comfort and unmatched service. The concept/theme of Kaachi it self is totally different from others: the theme of our hotel is based on the Mandala, which showcases the four elements of the nature-Water, Earth, Air & Fire. We are nestled in the heart of Paro town as the only 4s star rated by TCB,Bhutan.The hotel has good parking space and making life easier for those guests who enjoy shopping and night life in the market. The Hotel is only 7 minutes drive from the international airport and the hotel location is unbeatable access to the stunning attractions, shopping hubs, cultural landmarks and business centers.

We are committed to providing outstanding service, because we always think out of box what additional experience we could create to our guests, guests by delivering personalized services and maintaining individual guest data at the reception. We do have exclusive amenities like spa service, fine dining restaurant, rooftop bar, fitness facilities, and construction of a swimming pool is on the pipeline.

We truly promote our traditional culture and our service is primarily focused on the true essence of our culture. We offer free cultural shows for our guest cultural experience. We are planning to conduct a cooking class in our bhutanese cuisine. For us, guest experience is the top priority, that’s why we always tailor services according to individual guest preferences, such as remembering special occasions, dietary restrictions, or room preferences to create a personalized and memorable stay.

How do you ensure the quality of guest experience amidst the evolving expectations of travelers?

Ensuring the quality of guest experiences amidst evolving traveler expectations is crucial for the success of any hospitality business and the question aligns with our vision. Here are some key strategies I would like to apply and achieve it:

–  train and guide our staff in such a way that they are well equipped to meet and exceed guest expectations. Empower them to handle challenging situations with empathy and professionalism.

–  Ensure our property offers high-quality amenities and services that align with the expectations of modern travelers. which includes hi-speed internet, wellness facilities, sustainable practices, using locally sourced organic products, and more.

–  Request and encourage guests to provide feedback during and after their stay with us. Use those feedbacks to continuously improve our services and address any issues promptly.

–  Covid-19 has given us lots of experiences and now we have contingency plans in place to handle unexpected situations effectively, such as medical emergencies, natural disasters, or service disruptions.

–  In today’s world keeping websites and online listings updated with accurate information about our property, services, and amenities has also become very important. Therefore, we have well skilled marketing associates who take care of it.

–  As I have mentioned earlier, we stay ahead of the curve by regularly updating our services, researching what our competitors are promoting, to meet the changing guest expectations by innovative ideas in service delivery.

–  We are also planning to create an opportunity where our guests can interact with our local farmers and students, and we have our own kitchen garden beside the hotel to bring an opportunity for our guests to fetch their favourites vegetables and prepare together.

Can you talk about your hotel’s approach to sustainability and any green initiatives you want to undertake in the future?

 Implementing sustainable practices in a hotel is crucial for reducing its environmental impact and operating in a more responsible manner. We are into using 5 tips: 1. Conserve Water. 2. Reduce waste 3. Save energy 4. Be Food savvy and 5. Build smart hotel.

Coming to waste reduction, I always initiate 5R (Reduce, Reuse, Recycle, Rethink and Repair). Introducing and practicing sustainability is aiming to achieve zero waste with resources. ensuring efficiency in terms of food, water, solid waste, etc..

What strategies is your hotel employing to leverage technology for improving the guest experience and operational efficiency?

Leveraging technology in the hospitality industry can significantly enhance the guest experience and improve operational efficiency. Implementing data analytics tools to understand guest preferences and provide personalized experiences, such as customized room settings, amenities, dietary restrictions, and recommendations. Using AI-powered chatbots to provide instant responses to guest queries. Equipped rooms with IoT devices for climate control, lighting, and entertainment systems to allow guests to personalize their stay with us.Using Handsets/walkie talkie to facilitate real time communication among staff members, improving coordination and response times.

Implementing inventory management software to track supplies, optimize stock levels, and reduce wastage.Provide virtual tours of rooms and facilities to help guests make informed booking decisions and enhance their pre-stay experiences. Utilizing keyless entry systems that allow guests to access their rooms using their smartphones, enhancing security and convenience. Implementing a mobile app that allows guests to check-in and check-out seamlessly, reducing wait times and enhancing convenience.