Raising Service Standards and Providing A Total Experience For Guests
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All About Raising Service Standards, Providing A Total Experience And Making Every Moment Count For Guests

Mohan Raj Thanapal, Director of Operations, Berjaya Times Square Hotel, Kuala Lumpur

KUALA LUMPUR, DECEMBER 2014 – It goes without saying that one of the best ways to bring people together and create conversation, comradery and connections is by getting them to dine together. More than just a meal, dining goes beyond sharing food and good eats. Instead, it serves as an occasion where company is enjoyed, great moments are shared and memories are created.

Be it breakfast, brunch, intimate indulgent dinners, family-style meals, or boisterous gatherings events, Berjaya Times Square Hotel, Kuala Lumpur intends for these conventional mealtimes to be an exceptional experience for all its guests. With Director of Operations, Mohan Raj Thanapal calling the shots at the various dining outlets and entertaining space in the hotel, patrons can expect every visit or every event hosted to be full of joy, goodwill and happy companionship.

“A main responsibility of managing food & beverage or banquet operations is to achieve customer satisfaction at these events and build loyalty to encourage repeat bookings,” the director shared. “It is of great importance that we add in feel-good factors for our guests from the very beginning right up to the very end of their dining experience,” he added.

Epitomising the true essence of hospitality, Mohan never lets himself be set aback by the challenges that keep him from providing the best outcomes for guests, and his remarkable track record in the industry showcases his determination to out-do himself time and time again. “I prioritise improvising the existing processes to get improved results. Regardless of how challenging it is, we should constantly work on keeping the foundations of our successes strong, and not accept the negativity of others,” Mohan said as he revealed his personal mantra in dealing with various situations at the hotel.

Known for leading with a natural flair and inspiring his fellow associates, he never fails to demonstrate strategic leadership expertise to ensure the efficiency of the food & beverage operation of the hotel as a whole. “It always pays to lead by example. Especially when the results are great and our clients are happy, it is a tangible success that gives you credibility. The way I see it, I’m not only doing this for them, I’m doing this for myself as well. And, it is achievements like these that drive me to do even better,” he said as he revealed the sense of satisfaction he obtains from getting the job done well.

When asked about how he exuberantly delivers great setups and a seamless flow of events each and every time, Mohan replied “Visualisation. That’s all it is. I like to picture the entire layout of the venue, and I also run through the programme repetitively until I can no longer find a flaw. From conceptualisation to planning and to execution, I make it a point to see things through every step of the way. With this, I can ensure that the outcome is of quality.”

Besides ensuring that the right standards and methods of service are maintained throughout guest service, food presentation or cleanliness, Mohan is looking at new dimensions in hospitality which he can bring in to add value for the hotel. Starting with detailed planning to revamp the dining outlets with new concepts and designs by phases, his focus is to secure additional facilities that can be enjoyed by guests in great comfort, one of which is converting the Poolside Gazebo into a functional restaurant to provide al fresco dining at the hotel’s rooftop swimming pool.

“As hospitality is all about understanding and anticipating customer needs, this requires patience, perseverance, organising and delegating tasks. You have to be open to learn new things. Taking advantage of this to constantly strive to be better will help you to attain greater achievements as well and help you to truly develop into a successful hotel professional,” said Mohan as he reaffirmed his dedication.

Mohan and his passion to making every event and dining experience a spectacular one for guests, is a connotation that even the simplest occasions at Berjaya Times Square Hotel, Kuala Lumpur will be organised with great care and detail. With the promise that the hotel will seamlessly put forth the best culinary creations and professional service for every event, it is of great hope that those little affairs can become traditions you delight in.