N. Raghuraman's column: If you want to shine in the hospitality industry, bring 'style' to your work

These days, I see college pass-outs trying to get into the hospitality industry by getting into the hustle and bustle of suits and ties. But gradually they realize that there is no work that they can ask someone else to do, but do not want to do it themselves. Suddenly, they find themselves picking up glasses of water and wine from the table and cleaning it. At that time, their eyes are more visible looking around than the table. That's because they don't want an acquaintance or family member to see them doing it. It is not surprising that hospitality is considered a makeshift profession among the youth, but it gives them many important skills, which other industries rarely give. You may ask how to survive in the hospitality industry without hurting self-esteem. My simple answer is to add a 'style quotient'. Take the example of Japanese milk-buns, which are sweet, soft and photogenic. They are extremely successful not only in Japan, but also throughout Europe and America. These buns are golden brown on the top and soft like a cloud on the inside. On the surface, they will look like a pav served with pav bhaji at a Chowpatty stall in Mumbai. But with the photogenic eyes of a chef, the same buns can turn his burger into a cult-burger and increase its price by 300%. I came to know about the art of making high-end cakes when a famous baker accidentally sent a message from Honey Irani written on the cake made for actress Kajol to my friend. Kajol celebrated her birthday on August 5 and Honey Irani is a veteran actress and award-winning screenwriter of Indian cinema. He wrote his debut script for Yash Chopra's famous film 'Lamhe' (1991) and won the Filmfare for Best Story. I asked my friend to send me the same cake and believe me, it was completely different in every way. Restaurants that are able to turn eating into a luxury experience earn the most in the world. Take the example of the United States. There, if you are trying to book a table at a high-end restaurant, you will get a slot for 5 pm, or 10:30 pm. This $1.5 trillion industry is overcrowded throughout the week. And here I am just talking about those who spend a lot on going out and eating. This trouble has given rise to new apps, membership clubs, and middlemen, who are competing for food spenders and access to their favorite restaurants. Style in hospitality is not just what you wear or how you decorate the food. It is equally visible in your language, body language and behavior. If a young professional says, 'Sure, sir, I'll take care of it,' instead of a casual 'OK', he leaves a different impression. Your mannerisms of standing near the table, picking up the tray, pulling the chair, listening without interrupting, making eye contact without staring, and leaving without turning your back to the guest can make even simple service great. If you are also raising the glass then it is expected that you will do it with the same dignity as you serve a five-star meal. Not only speaking softly, but also walking with self-esteem without looking apologetic at work is the hallmark of a hospitality professional. The guest should feel that you are not just serving food, but giving an experience. That's the real style quotient. The trick is that hospitality is not a low-status job that you do improvisationally until you get a 'better' job. This is an industry where even the simplest of tasks, when done with extraordinary precision, become valuable.