Behind the 5-Star Shine: ITC’s Nilesh Mitra on the grit, EQ and growth in hospitality careers

What it really takes to build a successful career in hospitality

In an industry that thrives on experiences, what does it take to truly shine? According to Nilesh Mitra, VP of Talent Management at ITC Hotels Ltd., the answer goes far beyond textbooks and technical know-how. “Hotels are all about people. When someone walks into a hotel, they’re not just looking for a meal or a bed—they’re seeking an experience,” he says. And crafting that experience requires more than just a polished résumé.

The Human Element: Non-Negotiables for Aspiring Hoteliers

Mitra breaks down the essential attributes every hospitality professional must possess—none of which can be taught overnight. “First, you must genuinely want to serve others. A positive attitude, emotional intelligence, anticipation of guest needs, and a deep sense of responsibility are non-negotiable,” he insists. The ability to read a room, sense discomfort before it’s verbalized, and respond with empathy is what separates good service from unforgettable hospitality.

Degrees vs. Drive: Is Formal Education Still Essential?

While the industry has opened its doors to a wider range of educational backgrounds, Mitra believes that formal hotel management education remains relevant. “You can join the industry even if you’ve just completed your 12th standard. But having a structured education gives you a foundational edge and opens up diverse career paths within the organization,” he explains. “That formal grounding becomes valuable when you're ready to grow.”

Debunking the Myths: Stability and Career Growth

One of the biggest misconceptions about the hospitality sector, according to Mitra, is that it's unstable. “On the contrary, the industry is expanding rapidly. New hotels are being signed every year, and we often struggle to find the right talent. The opportunities are there—you just have to be the right fit,” he says.

Beyond the Résumé: What ITC Hotels Looks for in Fresh Talent

At ITC Hotels, hiring goes beyond degrees and past job titles. Mitra outlines the traits that stand out during recruitment drives at catering colleges. “We look for domain knowledge, of course. But equally important is personality—can the person hold a conversation, do they come across as approachable and emotionally grounded?” he says. The ideal candidate, in his view, is not just skilled, but also emotionally mature and self-aware.

Tech & Touch: The Role of AI in Hospitality

Is AI the next big disruptor in hospitality? Yes, but not in the way you might think. “AI is here to stay, especially for back-end, process-driven roles,” Mitra clarifies. At ITC Hotels, AI tools are already being used for sentiment analysis to decode guest feedback across properties. “But people-to-people interaction—that’s irreplaceable. Technology is a tool, not a threat,” he asserts.

Advice for the 21-Year-Old Dreamer

What if a fresh graduate walked up and said, “I want to build a meaningful career in hospitality”? Mitra’s response is candid. “Be ready to work hard. This is a 24/7 industry. You must be open to odd hours, constantly willing to learn, and most importantly, emotionally mature.” He recounts his own early days—spending 20 nights sorting and counting linen—to illustrate how humility and hands-on learning shape effective leadership. “That experience taught me time management and grounded me in reality. When you know the job from the ground up, no one can mislead you.”

In the ever-evolving hospitality landscape, it’s not just what you know, but who you are that matters. With the right mindset, emotional depth, and a commitment to learning, a fulfilling career in hospitality isn’t just possible—it’s waiting.

Want to learn from professionals?

ITC Hotels, in collaboration with CII and Ecole hôtelière de Lausanne (EHL), offers the VET by EHL Swiss Hospitality Professional Diploma. Curated by EHL and conducted at ITC Hotels, the programme provides hands-on industry exposure across key areas, including - Culinary Professional Diploma, Room Professional Diploma, and Food & Beverage Service Professional Diploma.

• Eligibility: Class 12 pass with at least 50% in English
• Duration: 18 months (EHL Diploma) | 3 years (IGNOU Degree)
• To know more visit - ciiih.com