Hot Seat

A Grand new challenge

Challenges bring out the best in him. Always geared to take up new initiatives and armed with an infectious smile, newly appointed president and COO of The Grand Group - Farhat Jamal lives his life unassumingly. By Sanjeev Bhar

Had he not been a hospitality professional, he could have really gone the cricket way. Acknowledging his ardent cricket fixation, Farhat Jamal - the newly-appointed president and COO of The Grand Group, loves to take on the challenges of the ever-expanding hospitality industry. "Throughout my career I have learned one thing - and more so followed it - that is taking the initiative. I will wait to solve a problem (read challenge)," states Jamal. This outlook towards his profession speaks volumes about his personality. He says, "I always want to take that first step, because if I don't take it, somebody else will."

The same zest was evident even in his younger days when he followed his heart to take on hospitality as a profession. Against his father's will, and with only his mother's support, he joined the then 'not-much-talked-about' industry after completing his schooling from St Mary's Academy, Meerut. In 1974, he did a course in Hotel Management from IHM Pusa, New Delhi.

Defining curves

Things have taken a dramatic turn for the man whose career now spans over three decades. He attributes his success to a number of good opportunities that came his way, be it in the form of studying, work chores or other tributes from life.

After attaining his hotel management diploma, he joined Lausanne Hotel School in Switzerland for higher studies in hospitality. Later, he also became a certified Hotel Administrator from the American Hotel and Educational Institute, USA, having trained in Switzerland. Starting out as a management trainee with the Taj Hotels Group in 1978 in Delhi, he often found himself shunting between Mumbai and Delhi for work in various departments ranging from front office to kitchen to service. "I was never wary of being flexible in my work approach, and it is my earnest advice to young hoteliers to be flexible and consider each travel destination that their work takes them to as a learning experience. It is of utmost importance in hospitality to identify new geographies to learn and grow," he says.

Jamal was also very forthright in his career moves, a fact that is reflected in his decision to choose service as his preference over other departments. He points out, "I fell in love with F&B service. What allured me was the opportunity to tackle new challenges each day. It was not monotonous and instead offered new experiences. Self-satisfaction and joy was assured, and my work as a service professional has left me with memories to cherish for life."

In hospitality, constant hard work is perceived to be the only key to the ladder of success. Jamal adds that apart from hard work, one requires good decision-making acumen. He recalls, "I probably became one of the youngest general managers of the group when I took charge of the Taj Coromandel, Chennai. It was a huge challenge for me.

According to Jamal, one should not wait for opportunities. It is said, in hospitality, prompt decision-making is one of the reasons for the success of the industry. Jamal agrees. He remarks, "If you want to do something for your guest, it has to be now or never. One should not only be quick in taking decisions, but be able to deliver on them also." This agility to sense his immediate surroundings is also one of the reasons for his well-scripted professional journey. And of course he is a person who believes that one should never fear making mistakes. "I've never fired people for making mistakes; they are part of the learning process," says Jamal. This go-getter attitude also won him the PATWA-Hotelier of the Year Award 2006 and the Star Achiever's Award for Excellence in Hospitality 2007.

Sensitive persona

His profession has also helped him to become more sensitive as an individual. He remarks that hospitality is essentially a business of the senses. "There are not many businesses that can enliven your senses. Touch, feel, lighting, the smell… everything plays a crucial role in this entity. I believe this industry offers us an incredible opportunity to make people happy. Sadly, many do not realise the potential of this profession," he explains. Having dealt with indigenous groups over the years (his career with the Taj Group spanned 29 years), he has learnt the importance of sticking with a profession. "It is very important to stick to a job. As long as you don't feel burnt, as long you don't become disinterested or unless there is a dearth of challenges, why would you want to leave a job?" he asks.

With his recent professional shift to The Grand Group, he has shifted base from the financial capital to the political one. How does he now perceive the city that he left long ago? "Delhi has changed dramatically and for the better. These two cities are culturally so different and cannot be compared realistically," he says.

Another aspect that has played a strong role in evolving Jamal's sensitivities are books. A great stack of books at his office is less than half of what he possesses. "For people who do not read books, where is the conversation in their life? It is vital to be well informed about various aspects of life," he says.

Coming back to Delhi has also given Jamal reason to be happier. "For almost 30 years I have been away from family, but thankfully the new role has helped me unite with my family once again," he beams. He has two daughters who are studying and wants them to follow their passion just like he did.

The way forward

With progress in his career, comes a wish to challenge himself further and figure out his capacity. "Over the years I have learnt to take the ups and downs of life; one can't be on cloud nine at one moment and then crawl into a shell when things don't go your way. I wanted to enjoy a bigger role and joining this group offered me that," he informs. It is true that life goes through cycles and we should all be able to accept the changes taking place therein. Following that mantra, Jamal is to take the brand forward making it a top hotel company in India. "We will make it happen as it has all the potential and trapping that is needed," a confident Jamal concludes.