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This manager believes that the right attitude deserves the right opportunities

Spending time at airport lounges
I enjoy window-shopping as well as shopping, so most of the time I tend to check out the airport duty free shops. I ask about new products and their prices at the duty free shops. This has given me a reasonably good knowledge of the latest must-haves in the market, from electronics to perfumes.

Dress code
I think it is necessary for the frontline staff. The main thing is the establishment of an identity, which needs to be projected through the staff. For customers, professionally dressed emp-loyees project a professional picture.

Office parties
We make it a point to celebrate birthdays of staff members. We contribute towards a gift and party. Also, we have a lot of informal meetings. If there’s a distance between the boss and the staff during meetings, then real communication does not take place. The comfort levels that come from interacting at parties and informal meetings translate to a better work place.

Advice to those who want to work with you
Be proactive. Don’t be afraid of taking decisions. When a passenger asks you a question, don’t say, “I’ll refer you to our manager.” Handle the passenger as if you have the authority. If you have a real doubt about how to deal with things, tell the customer that you’ll get back to them. You can always check with your manager and do that. Also, don’t be complacent. Always plan to move up the ladder.

Your vision of an ideal office
You have to strike a balance between discipline and a friendly relationship with your staff. A shift to any extreme could mean a dictatorship or a complete loss of control. It is a delicate balance to strike and maintain, but once it is achieved, it makes for the ideal office.

Had you not been in this industry, what would you have been doing?
I enjoy tinkering with and fixing gadgets. I love the technical aspect of things. In all probability, I might have been an engineer.

How do you unwind?
I enjoy singing, playing the guitar and the keyboards. I like recording music as well. I also enjoy doing up my house. I work to make it a place where I can truly relax.

Role models
Professionally, I had a superior at work, who gave me a lot of confidence. He encouraged me to believe in myself and to do things better. On a personal level, another individual showed me that I had created a certain value in life.

Your big dream
When I look back to where I was before and compare it with where I am today, I am content with my achievements. What I am doing now is giving opportunities to other people, particularly those with the right attitude. And I hope to continue to do that.