Mishti Bose tells SHAlINI SAKSENA that even though the hospitality industry is very glamorous, in order to reach the top, the person requires an eye for detail
Tell us about your association with Quintessentially lifestyleIJ
Over the past four years, I have built a team of competent and experienced professionals in the field of acquisition, marketing, member assistance, vendor development and member engagement and led the development of a profitable Quintessentially business in India. Over the past six months, I have been leading the feasibility projects for expanding the our footprint into related lifestyle needs of the uber rich.
How difficult is it to measure consumer behaviour in luxury segmentIJ
Indians are a lot more conservative with their requests, as compared to members in other countries. Requests are mainly in areas like travel, dining, gifts, flowers, shopping, recommendations, etc. Indians are very well travelled, discerning and hence, expect very high levels of service. At times, they appear to be far more demanding than other global members. The Indian customer has an inherent need to look for “value for money”. We do not fulfill any demands that are unethical, immoral or illegal but other than that we will do our very best to make sure our members get what they require.
What are the traits that a person in this field needsIJ
We typically look out for people between 25 and 30 years of age. We look for individuals who are young, perceptive, discreet, patient, well spoken, and most importantly hungry for challenges. Experienced individuals with the right attitude are obviously onboard.
What are the job prospects in concierge services todayIJ
With the growing consumer segment, the industry is growing and there are lot of opportunities.
How has the sector changed over the yearsIJ
When Quintessentially first launched back in 2000 it was clear that there was a hole in the market to service the world’s most discerning, high-net-worth and demanding individuals. We saw that there was an opportunity to assist extremely successful yet time-poor individuals in achieving a more exciting, more streamlined and better connected lifestyle. Offering them access to unique opportunities, instantly solving their daily problems, and generally taking the stress out of day-to-day life.
What are some qualities needed in a leaderIJ
leadership was earlier defined by a person’s traits or abilities and it was believed that strong, decisive, clear, passionate and charismatic people make for good leaders. Today’s leaders need to have a global mindset, an array of strategic and tactical skills, task and relational competence.
What role does a concierge play in today’s highly competitive worldIJ
Our business is actually focused on assisting time-poor individuals with their daily lives, which includes getting last minute restaurant reservations, travel needs, taxis, hotel rooms, tickets for evening entertainment etc. and in fulfilling this we are demonstrating what a luxury service is all about; efficiency, delivering what was promised, and allowing the member to relax knowing the matter is being dealt with by experts. Whether this is a mundane request or organising someone’s wedding, every request is important and reflects of the company’s ability to live up to expectations.
A word of advise to those who want to join this industry.
A lot of people get attracted to this industry because they like the glamour, exposure and excitement, but it is important they realise that this job requires an eye for detail at all times.