What do the business of hospitality and show business have in common? Surprisingly… plenty!
As Izhar Mohsin, Executive Assistant Manager of Revenue and Rooms at SO/ Bangkok, tells me, both are industries of glamour. Actors, directors, cinematographers, and costume designers are all set on providing viewers with an experience they can take home; one they will never forget. Hotels are trying to do the same thing.
Packaged into a stay, whether it is the music in the lobby, the attentive smile of a concierge, the scent of the hotel room, or even the amenities, is an experience guests will take with them.
Like the moving pictures, there is a lot happening behind the scenes to curate a guest experience that becomes synonymous with the name of the hotel.
As I stepped into the hotel lobby of SO/ Bangkok, there was anticipation. Whether it was the unorthodox interior design, the funk playing in the background, or the gourmand fragrance wafting through each corner of the space, my impression was immediate.
This was a space made for movers-and-shakers, so it was only apt that Masala was sitting down to talk to one of the people making things happen behind the scenes.
Looking back, what was it that first drew you to hospitality and did you ever imagine it to become a lifelong journey?
I grew up in a small city in India called Cuttack in the state of Odisha, and, like many young novices in India, was trying to fulfil every Indian parent’s dream of either becoming an engineer or a doctor.
It dawned on me, while I was preparing for my medical entrance examinations, that I was not cut out for this rat race. A race where thousands of students were competing for one seat.
I was actually introduced to the world of hospitality by my mother. She had seen an advertisement for a hotel management institute’s admissions in a local newspaper and had asked me to apply.
I did not think that answering a run-of-the-mill admissions advert would lead to such a fulfilling career in hospitality. Back then, the hospitality industry had a specific reputation that thankfully it has shed today.
My family, fortunately, never paid any attention to that (at least that is what I believe) and allowed me to pursue hospitality, which is where I stand before you today.
What values have remained constant throughout your life, regardless of where your career has taken you?
The most important value that was passed down to my siblings and I, all three of us, was that honesty was the best policy, and staying grounded in humility, hard work, and kindness.
Regardless of where my career has taken me, I have always believed in treating others with honesty and building genuine relationships. I repeatedly tell my team that we are not dealing with computers; we are dealing with humans, with people.
For me, hospitality is ultimately about caring for people, and that principle has guided my decisions and interactions with guests, colleagues, and partners throughout my career.
I find that this thinking has made me more empathetic towards people and situations in both my personal and professional life.
What are some of the most valuable lessons you learned during your initial years in the industry?
In my early years, there are four things I learned that have carried me to the present day. One, people come first. Two, details matter. Three, teamwork is everything. And finally, hard work pays off.
Hospitality is fundamentally about people. Although systems, standards, and processes are important, the genuine connection you make with guests and colleagues at the end of the day are the ones that create memorable experiences.
I also learned the importance of adaptability. No two days are the same in hospitality, and the ability to stay calm, think quickly, and find solutions under pressure is essential.
Attention to detail makes a significant difference. Small gestures, anticipating guest needs, and consistently delivering on promises can have a lasting impact on guest satisfaction and loyalty.
Last but not least, I learned success is a team effort. Great service cannot be delivered by one person alone. It requires collaboration, trust, and support across all departments.
These early lessons continue to guide my approach until date.
You have worked through different eras of travel and tourism. What are some of the major differences you see today versus, say, 10 years ago?
There have been significant changes. One of the biggest changes is the influence of technology.
Guests now have the power of the internet at their fingertips where they can research, book, review, and share their experiences through social media in the blink of an eye. This has led to an increase in both transparency and expectations.
Another shift is in guests wanting meaningful connections with local culture, wellness, gastronomy, and unique experiences.
This is where the “lifestyle concept” is gaining traction in the industry and more hotels are heading in this direction.
While the fundamentals of hospitality remain the same (making guests feel welcome and cared for), the expectations of travellers today are more sophisticated, experience-driven, and digitally connected than ever before.
Can you tell us about a moment in your life that changed your perspective in an unexpected way?
[Laughs.] Yes, I still remember the date (31 May 2016), time (12:29 PM), and incident.
It was a hot summer afternoon, a typical day at work in Phuket where I was working as Director of Revenue for a hotel. I got a call that a close friend of mine had arrived at the hotel.
I went to welcome and escort him to his room. It was a beautiful room with an ocean view. Both of us were standing on the balcony, enjoying said view, and then I placed my hand on the wooden railing...
The next thing I remember is plunging down three floors and breaking 18 bones in my body.
While I lay in bed, both in the hospital and at my home, for six weeks, I had plenty of time to reflect on how I lived my life.
I realised it takes only a second for the status of your life to change. Subsequently, I became more bold, more adventurous, and more of a risk-taker so I could live my life to the fullest without a single regret.
Who do you turn to when you need perspective, encouragement, or honest advice?
There are a handful of people I constantly pester for advice who keep me grounded.
Outside of my brother Abrar and sister Zeenat, there is Khun Joy Ghosh, my first Director of Sales & Marketing who has given me many opportunities to grow my career.
There is Khun Jerry John, who was my first GM in Thailand. He keeps me humble every time I speak to, or meet, him.
Khun Sameer Mehra is a very old friend and provides me with perspective on remaining calm and composed and to look at things from a new angle.
P’Kanin has always kept me on track and taught me to take a stand for the right reasons, even when everyone is against you.
Pa Louis has unconditionally showered his love onto me and is always there to advise and listen.
And the most important person in my life, Khun Helen, who has stood by me through thick and thin.
After so many years in hospitality, what continues to excite you about coming into work every day?
Every day brings new people, new challenges, and new opportunities to create memorable experiences.
There is a unique satisfaction in knowing that something we do can positively impact someone and provide lasting memories.
I am also energised by the opportunity to develop and mentor people. Watching team members grow in confidence, advance their careers, and achieve their goals is one of the most rewarding aspects in hospitality.
This is a business built on human connection. The ability to bring people together, create meaningful experiences, and make a genuine difference in someone’s day is what continues to inspire me and gives a sense of purpose each day at work.