Something years in hospitality and cruise operations have taught me. Not every leadership moment comes with a manual. Some situations just arrive…and you respond with instinct. I remember one sailing from New York. Manhattan homeport. Bermuda itinerary. Weather had suddenly turned rough and forecasts said it could get worse. Sailing was delayed by 24 hours and the Bermuda run itself was uncertain. It could easily have turned into Canada or New England instead. Guests were ups

Leadership isn’t revealed in big moments. It shows up in small ones. I was reminded of this by my own mistake. I had just concluded a session on guest sensitivity and being present in the moment with the gift shop team. The energy was light, the conversations were open, and the session landed well. Later that same evening, a crew member from the same team came to my office. He had missed signing the attendance sheet. I was deeply engrossed in administrative work, distracted a

Years ago, I attended a session on cultural sensitivity as a participant. It made intellectual sense. But working from India then, it remained abstract. That changed when I ventured abroad. First to the Maldives. Then to the high seas. Over time, that session began to return to me through experience. The first time I had filled in for my HRD was during one such assignment. I was unfamiliar with Western workplace norms, and this was a period when internet access wasn’t what it

During my early cruising years, sailing through the Inside Passage in Alaska, I once delivered a session I thought had gone perfectly. Slides crisp. Timing flawless. Every activity in place. By the next day, no one remembered much. That evening, at the crew bar, watching glaciers drift past the porthole, a cabin steward turned to me and said, “Kketan, your sessions are good. But they don’t sound like us.” I hadn’t expected that. But I needed it. I had delivered the training —