Yezdi Katrak has been in the hotel industry for over 30 years. He was the Principal Coordinator of the Non Aligned Summit in 1983. He is currently the General Manager of Hotel Taj President in Mumbai.

As a trainee with the Taj Group I was put through an extensive two-year programme where I learnt every conceivable thing about the hotel industry.

Could you walk us through your career graph?
After completing my training, I served at the front office for two years. Then I worked in the sales and marketing department after which, I underwent intensive training in the food and beverages department and also served in various positions at intercontinental hotels all over Asia including Tokyo and Hong Kong. One of my major assignments was coordinating the Non Aligned Movement in 1983. After that there was no looking back. I was the General Manager - Taj Samudra, Colombo for five years. I was in charge of renovating the West End Hotel at Bangalore. I am currently in charge of the Taj President Hotel in Mumbai.

Tell us about a typical work day?

My day starts with a meeting with the various heads of departments like Head Office, House Keeping, Security, Administration, etc. We set the agenda for the day. I then take a round of the entire hotel to ensure that every thing is ship shape. Then begins a series of meetings with people within the organisation and out of it. I usually end up combining my lunch with a meeting. Sometimes, I go out on sales calls in the afternoon. In the evenings at around 5.00 I take another round of the hotel. At around 5.30 p.m. we have a daily brief that usually lasts five minutes. The next one-hour is spent meeting outsiders. At around 7.00 p.m. I am usually in the lobby, meeting guests. My evening is spent entertaining clients which can go on till 11.00 p.m.

What are the qualities required to be a hotel manager?
What is very essential is a smart personality, reasonably good looks. You should be presentable-that is the key. You really don't need to have an Einstein intellect. You should be an outward personality. Being shy does not help in this business. You must have the ability to be calm at all times. You cannot afford to lose your temper no matter what. Remember, the guest is always, always right.

What kind of challenges do you usually face?
Well all sorts of things from mechanical problems like broken elevators to liaison with the police and other agencies. The biggest challenge however remains tackling irate guests.

What is the best part about this job?
The best part of this job is that no two days are alike. Every day is full of surprises. In a way this business is a very glamorous one too. Besides no other industry can match this one in terms of the ambiance at the workplace!

Is there anything that you do not like about this job?
Well, the extremely long hours that one has to put in can be quite a bother. Lack of social life is another issue. You will be at the beck and call of your guests at all times.

What are the general misconceptions about this industry?
One of the biggest misconceptions is that one can lead a very glamorous and easy-going life in this field. Nothing can be farther from the truth. Your job can very well become monotonous if you don't improve yourself.

What is your suggestion to young aspirants in this field?
You must concentrate hard during the initial years, as the training will hold you in good stead in the future. Patience and perseverance are key qualities that you must develop.

What do you do in your free time?
I love Jazz and Classical Music. I love watching T.V especially channels like Discovery and National Geographic. I love sports and still play club cricket.

- Siddhartha Roy