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After being the General Manager of five star hotels like Fulbari Resort and Pokhara Grande, Roshan Khawas has been working his magic on Fishtail Lodge as its General Manager. When he started, Fishtail Lodge used to rank #22 on Tripadvisor. Now, with his tireless dedication and service, it ranks #2. There’s no doubt that with his acumen in the hospitality sector, he propels the hotels he leads to the top.
He is a complete success story, working his way from the grassroot to the very top. He has worked in several international hotel chains, gaining technical knowledge as well as hands-on experience. With many years in the hospitality sector in his bag, he decided to return to Nepal to do something here itself. In Nepal, he became one of the most sought after professionals in the hospitality industry.
He reached the pinnacle of his career when he was awarded the Best General Manager in hospitality in 2018 by CMO Asia. He has received many such accolades and has led his hotels to secure both national and international recognitions. Despite his position, he is very humble and down-to-earth.
He was very honest in the interview, opening up with us about his journey in life. His journey is absolutely inspirational. Here is what he had to say to our questions:
What inspires you to work so hard?
The hotel is non-profit. It is under the ownership of a trust, Jayanti Memorial Trust. It supports underprivileged people, who are suffering from cardiac diseases. This inspires me the most. I feel like I am making a difference in the community. To contribute to such a cause motivates me the most. I am not only running a hotel, I am helping people too. I feel like I am working for the greater good.
What sets your hotel apart?
It is one of the oldest properties in Pokhara. It is around 53 years old. It is a premium boutique hotel. It is a heritage in itself. It is also one of the best locations with a great view. You can see Rani Ban (forest) on the back side, Phewa lake in the front and, from here, you get unobstructed views of Annapurna, Machhapuchhre, Dhaulagiri, Nilgiri and all the mountains of Pokhara. Many dignitaries and personalities have also chosen Fishtail Lodge for their stay. Prince Charles had stayed here twice many years ago. President Jimmy Carter, the Bangladeshi President, princes of Denmark, Japan and Arabian countries and many others have also stayed here.
What are the challenges you face at work and how do you handle them?
There are not many challenges as it is a reputed hotel and has been running for 53 years. We meet all the requirements of a great hotel. But the effects of the pandemic have been overwhelming. The business is taking time to pick up. In the Covid pandemic, we had to close down, like other hotels, for one and half years. Last February, we decided to re-open it in full fledged and the results have been favourable.
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What has been your biggest achievement so far?
I started from the grassroot. I am a General Manager today. It is a great achievement in itself. I won Nepal’s Best General Manager award in hospitality in 2018 by CMO Asia. Even in Tripadvisor, we rank #2 in Pokhara at the moment. When I started, we were ranking #22. Now, it has climbed up to the second position. I count these as my achievements. During my tenure, we have been recently awarded for our Food and Beverages services by LUX Life magazine. The awards were: Best Multi-Cuisine Restaurant (Nepal) 2023 for our The Circle Restaurant and Bar, and the Best Alfresco Dining Experience (Nepal) for our Deck by Lake. It also declared us the Most Tranquil Resort Dining Experience in 2022.
What has been the most memorable instance in your job so far?
To me, the day I became a General Manager was very memorable. But to be awarded Nepal’s Best General Manager in hospitality was a cherry on the top. Everyday, to lead Fishtail Lodge and to contribute to the hospitality sector is filled with many memories- both pleasant and bitter. But I welcome challenges as everyday is filled with adventure in my line of work.
How has your journey to become a General Manager been? Did you always wanted to become a GM? Any ups and downs?
My journey is one of struggle. I was working in the front office in hotels. In 2007, I was promoted to the position of Revenue Manager. I don’t like to dwell on the past. But, my journey has been long and arduous. I have worked very hard to get to where I am today.
I entered this industry to fund my further studies. I wanted to make some money on the side. I went to Saudi Arabia in 2000. I was trained by the international hotels there. I learnt a lot. I learned PMS (Property Management System), budgeting, reporting, analytics, etc. At that moment, I just wanted to make enough to support my further studies. I had no idea that I would become a GM one day. I just wanted to become a Front Office Manager, which I achieved. I moved to revenue management. Then, I slowly moved up the ladder. After I came to Nepal, I became a General Manager of Fulbari Resort. Then, I moved to Pokhara Grande, also a five star hotel. There, I worked as a General Manager too. I went from Saudi Arabia to Bahrain, from Bahrain to UAE, from UAE to Kuwait and back to UAE. I worked almost 14 years in the Gulf countries in international chain properties.
How do you keep yourself motivated? What do you say to yourself? Any motivational quote, line, motto, slogan or core belief?
I don’t have any motivational quotes. But my habit is whatever things I do the whole day I recall it at night. I get time to evaluate my decisions. If I need to correct something, I make a mental note to do it the next day.
If you had to choose any of the services or features of your hotel, what would you choose?
I am health conscious. If I had to use any service at my hotel, I would use the gym or the swimming pool.
Who are your targeted customers?
Our customers are mostly high-end. It is a luxury hotel. The prices are definitely a little higher than what you find generally in other hotels. Our clients are international tourists from the US, Australia, Japan, Korea, India, and China, to name a few. But we are also targeting domestic tourists. We are seeing a rise in the number of domestic tourists in our hotel.
What is the best response you have got from any of your customers?
There was a couple once who had stayed in Fishtail Lodge fifty years ago on their honeymoon. They came to our hotel to celebrate their fifty years of marriage. They were extremely happy. We pampered them a lot by giving them premium services. They saw many changes in our hotel. When they had stayed before, it was smaller. They saw many changes in Nepal itself. They shared their memories. All this happened in my tenure itself. So, that was the best customer response I have got so far.
Do you have any grievances about this industry or about work in general?
I don’t have many grievances about this industry. I have worked a lot in this sector. But I wish the policymakers focused more on bringing more tourists into Nepal. Other countries like Malaysia, Singapore, Maldives, and Thailand are advertising their countries as prime tourist destinations. With Nepal, it is not so. We are still not pulling our socks to market our country in the international arena. Much needs to be done. Apart from that, working on infrastructure development should also be our government’s priority.
What is your dream?
When I was a Front Office Manager, my dream was to become a General Manager. That dream has been fulfilled. Whatever I have learnt- the skills, the knowledge- throughout the years, I have got the opportunity to implement them. I want to contribute more to the hospitality sector. My dream is to grow everyday.
How do you unwind after a busy day of work?
I like to spend my time with my family. Quality family time rejuvenates me. I find it meaningful.
What are your interests and hobbies? Do you believe in maintaining a work-life balance?
I like to hit the gym and swim. I like to travel. When it comes to maintaining a work-life balance, I find working in Nepal easier compared to other countries where I have worked. Although my work keeps me busy all day, I take out time to spend with my family.
What is the recipe for success according to you?
It’s not just an individual’s work that goes into running a hotel. Good team work is indispensable. To have the right team is the recipe of success when it comes to the hotel business.
What makes your day?
My hotel is like a paradise. When you come to the hotel, you have to come on a ferry boat. The waves of the water, the chirping of the birds, and the greenery takes you to a tranquil headspace. The mental stress you have is cooled down as you get to our hotel. I enjoy all these. Such things make my day.
What is the toughest decision you have had to make in your career?
When I was in Dubai the last time, I was one of the highest paid Nepalese there at that time. To leave all that and return to Nepal, where the pay scale is much lower, was one of the toughest decisions I have made in my career. Also, it had been 14 years since I left Nepal. I was afraid things would not go as expected.
What are your future projects?
I want to build myself as an entrepreneur. I want to open my own hotel. I have already acquired the land too. In the next five years, I want to do something on my own. Why not?
Any advice you want to share with our readers?
Nepal is one of the best destinations for tourism. We have some of the tallest mountains, hills, lakes, rivers, conservation areas, and adventure activities. It is inundated with natural beauty. We should do something in Nepal. Going abroad is not everything. That is my thought that I would like to share with the youth of our nation.
Compiled By: Prashant Shrestha
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