fhraimagazine

magazine

February 2013

Vol 13 Issue 02

Pages 72

`50

A MONTHLY ON HOSPITALITY TRADE

By DDP Publications

Missing

Links Key budget considerations of hospitality industry

New

Housekeeping Tourism via food

Mantras

A special feature

Promoting destinations through gourmet shows

February 2013

Cover Story

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Walking on a tight rope There are myriad issues that the hospitality industry professionals view as impediments and express their opinion on their expectations that they have from the Government during 2013-14 General Budget.

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contents THIS MONTH

President’s Message Secretary’s Message FHRAI Desk News Updates Movements Products & Services Events

7 9 16 26 64 66 68

FEATURES Analysis: 32 ECB – A helping hand The directive of RBI where ECB proceeds can be used to prepay loans comes as a breather to many hoteliers

26 News You Can Use

Housekeeping Feature: 36 New housekeeping mantras A ‘Special Feature’ that focusses on the housekeeping vocation, its challenges, hotel philosophies that are taken into consideration to present the perfect face of hospitality System: 48 Productive housekeeping Web-based applications like e-Housekeeping by FCS Computer Systems is making hospitality operations lucid

48 System: e-Housekeeping

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36 Housekeeping Special

Online: 50 Long stay search RatedApartments.com offers a sound platform to market long term stay products in the burgeoning accommodation industry

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president’s message

Dear fellow members,

O

n behalf of the industry, FHRAI welcomes Reserve Bank of India’s (RBI) notification dated January 21, 2013 by which Indian companies in the hotel sector (with a total project cost of Rs 250 crore or more including cost of land and interest during construction period), irrespective of their geographical locations have been included as eligible borrowers in the scheme which allows companies in the manufacturing and infrastructure sector, who are consistent foreign exchange earners to avail external commercial borrowings to repay their outstanding rupee loans and/or finance fresh capital expenditure.

We believe that this is an important first step towards reducing the burden of high interest rates, which the industry had to bear since the last three years. We are particularly grateful to the Department of Economic Affairs, Ministry of Finance and the RBI for favourably considering FHRAI’s vigorous representations in this regard.

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We would reiterate the fact that the hotel sector is inherently capital intensive and especially sensitive to the cyclical volatility in the economic and business environment. In recent years, we have seen project costs rise manifold, driven primarily by the exorbitant price of land in our cities

At the same time, we must admit that the initiative has fallen somewhat short of the industry’s legitimate expectations. As per the extant guidelines, the maximum permissible limit of ECB that can be availed is 75 per cent of the average foreign exchange earnings realised during the immediate past three financial years or 50 per cent of the highest foreign exchange earnings realised in any of the immediate past three financial years, whichever is higher. Our careful analysis reveals that this will enable barely 15-20 per cent of the outstanding high cost domestic debt of various hotel companies to be re-financed by way of ECBs. In order to yield tangible benefit to the sector, this cap should be raised to 7 times the quantum of the average of the last three years earnings in foreign exchange of the respective company so that at least 60% to 70% of the existing rupee debt can be replaced by relatively inexpensive foreign currency loans.

It is pertinent to note that the substantial foreign exchange that many hotels earn from the foreign guests staying with them, provides a natural edge, facilitating them to comfortably service ECBs from their own EEFC Accounts over the tenure of the loan.

We would reiterate the fact that the hotel sector is inherently capital intensive and especially sensitive to the cyclical volatility in the economic and business environment. In recent

years, we have seen project costs rise manifold, driven primarily by the exorbitant price of land in our cities. A multitude of external factors, such as rising interest rates, inordinate delays in securing requisite regulatory approvals and an overall economic slowdown had a combined adverse impact on the viability of several newly commissioned and underconstruction projects across the country. A further relaxation in the ECB guidelines applicable to hotels, can allow them to dynamically realign their debt service obligations by substituting a larger proportion of their rupee loans with comparatively cheaper and longer tenure offshore borrowings. This would not only alleviate the immediate cash flow strain on individual companies but also release the much-needed additional capital which the industry can deploy towards achieving the government’s ambitious target of adding 1,80,000 guestrooms within the 12th Five-Year Plan Period (2012-17).

Also, our request to uniformly extend the benefit of Infrastructure lending to hotels across the country should be accepted by the government and the RBI. In a related development, the RBI in its Third Quarter Review of Monetary Policy 2012-13, has cut interest rates by 25 bps. In my view, a supportive monetary and fiscal policy environment is vital to sustain the fragile turnaround in business and consumer confidence and accelerate the growth momentum. This reduction in both the Repo and CRR, will ease liquidity in the banking system and thereby help in pushing lending rates lower. Hopefully, the forthcoming Union Budget will add to this optimism by announcing a slew of forward-looking measures, including the specific suggestions we have made for the hospitality sector regarding Direct Tax, Service Tax and Central Excise!

In an another significant positive development, through our relentless efforts, we have been able to persuade the FSSAI to grant a further extension of one year for food business operators to obtain license/ registration under the Food Safety and Standards (Licensing and Registration of Food business) Regulations, 2011. For FHRAI and our industry at large, public health and safety has always been an utmost priority. In this spirit, we have offered our unequivocal support to the FSSAI for its various progressive initiatives. However, we have expressed our concerns over certain continued on page 16...

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Chairman Publications Sub-committee Vijai Pande - vijaipandit@yahoo.co.in Editor Deepa Sethi - deepa@ddppl.com Assistant Editor Sanjeev Bhar - sanjeev@ddppl.com Desk EditorS Neelam Singh - neelam@ddppl.com Aliya Abbas - aliya@ddppl.com creative Design Ruchi Sinha Advertising Gunjan Sabikhi - gunjan@ddppl.com

68 Events

FEATURES Strategy: 52 Tourism via alluring food Food-based reality television programme MasterChef Australia has been evolved as an innovative tool to market tourism also GM Canvas: 56 In touch with the times Ankush Sharma, GM of Courtyard by Marriott, Chennai feels that a hotel product should be up-to-date in terms of technology and trends Etcetera: 60 Those magical words Hotel business writing is evolving in a manner to make it interesting by using the facts and figures vital yet keeping the usual monotony of technical phrases at bay Interview: 62 Escalating customer services Michael Romei, General Secretary of the Union Internationale Des Concierges d’Hotels (UICH) was in India to address the South India’s first concierge training workshop

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Delhi Prateek Sahay - prateek@ddppl.com (+919650911388) Shradha Kapoor - shradha@ddppl.com (+919650196525) Udit Pandey - udit@ddppl.com Shailendra Shukla - shailendra@ddppl.com Mumbai Harshal Ashar - harshal@ddppl.com (+919619499167) FHRAI - Marketing S.P. Joshi Production Manager Anil Kharbanda

FHRAI B-82, 8th Floor, Himalaya House Kasturba Gandhi Marg, New Delhi 110001 Tel: 91-11-40780780, Fax: +91-11-40780777 Email: fhrai@vsnl.com FHRAI Magazine is published, edited and printed monthly

by DDP Publication Pvt. Ltd. On behalf of Federation of Hotel and Restaurant Associations of India and published from DDP Publications Pvt. Ltd. 72 Todarmal Road New Delhi 110001 Email: fhraimag@ddppl.com Tel : 91-11-23731971 Fax: 91-11-23351503 Printed at Cirrus Graphics Pvt. Ltd. B 62/14, Phase-II, Naraina Industrial Area New Delhi 110028 This issue of FHRAI Magazine contains 68+4 pages cover All information in the FHRAI Magazine is derived from sources, which we consider reliable and a sincere effort is made to report accurate information. It is passed on to our readers without any responsibility on our part. The publisher regrets that he cannot accept liability for errors and omissions contained in this publication, however caused. Similarly, opinions/views expressed by third parties in abstract and/or in interviews are not necessarily shared by FHRAI Magazine or DDP. However, we wish to advice our readers that one or more recognised authorities may hold different views than those reported. Material used in this publication is intended for information purpose only. Readers are advised to seek specific advice before acting on information contained in this publication which is provided for general use, and may not be appropriate for the readers’ particular circumstances.

Contents of this publication are copyright.

No part of FHRAI Magazine or any part of the contents thereof may be reproduced, stored in retrieval system or transmitted in any form without the permission of the publication in writing. The same rule applies when there is a copyright or the article is taken from another publication. An exemption is hereby granted for the extracts used for the purpose of fair review, provided two copies of the same publication are sent to us for our records. Publications reproducing material either in part or in whole, without permission could face legal action. The publisher assumes no responsibility for returning any material solicited or unsolicited nor is he responsible for material lost or damaged.

This publication is not meant to be an endorsement of any specific product or services offered.

The publisher reserves the right to refuse, withdraw, amend or otherwise deal with all advertisements without explanation. All advertisements must comply with the Indian and International Advertisements Code. The publisher will not be liable for any damage or loss caused by delayed publication, error or failure of an advertisement to appear.

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secretary’s message

Tourism Ministry Vijai Pande Honorary Secretary FHRAI vijaipandit@yahoo.co.in

should advocate our needs Dear fellow members,

T

he General Budget 2013-14 will be tabled soon and we are looking forward to it.

FHRAI has been in constant touch with the Ministry of Finance. We are hoping the hotel industry will not be dejected this time. I have been in touch with hoteliers and restaurateurs and discussed their problems that they are facing.

Some of the basic and common concerns that emerged were double or multiple taxation, service tax and lack of infrastructure and poor connectivity among tourist destinations. It is not that we want to be exempted from taxes. However, as many as 130 ministries and departments should not tax us.

We feel that there is a lack of coordination between the Department of Tourism and the hotel industry.

The department, it seems is lagging behind the hotel industry. We want it to lead us

India has remained a special destination for tourists and travellers since ancient times.

Centuries have passed since Hiuen Tsang and Fa Hien travelled to India but our country remains a favourite destination even today.

The tourism and the hotel industry at present have emerged as the biggest sector of employment. Both provide employment to around 55 million people of India. Tourism and hotel industry are also the biggest source for generating foreign revenue.

Tourism and the hospitality industry are being top priority in many countries. Policies are being formulated to attract tourists. However, India is lagging behind in this respect.

We feel that tourism should be given priority in India also. In the present scenario across the country, neither the hotel industry is satisfied nor are the tourists happy. We hope that the Ministry of Finance in the current budget will redress our concerns.

Dear friends, the Tourism Ministry is like an umbrella for us and we are working under its shade.

We want the Tourism Ministry to be our guardian and advocate our needs with the other departments so that tourism and our industry get a boost. There is still immense potential left in India as far as tourism is concerned. Many places in India are yet to

be explored and developed as tourist destinations.

The department should invest to develop new places of tourist attraction. The Department of Tourism in February 2013 released the statistics and data of tourism in India for the year 2011. But, business houses putting their efforts and resources, had compiled the statistics and data for the corresponding period much earlier. We feel that there is a lack of coordination between the Department of Tourism and the hotel industry. The department, it seems is lagging behind the hotel industry. We want it to lead us.

We all know that Taj Mahal is the biggest tourist attraction in India. In the current issue, we are carrying an article on the problem the tourists face while buying tickets to see the monument (Refer Page 22). Computers were introduced in India decades back. Nowadays, everything is available at the click of a mouse. The tourists, however, still have to wait in the queues for several hours to buy tickets.

I feel it is a high time that we introduce the online system for booking the tickets. The Department of Tourism can do a lot in this direction.

FHRAI also wants to keep itself updated about all important happenings in our industry. You are requested to send your email address and mobile phone numbers to the FHRAI, i.e. fhrai@vsnl. com and sg@fhrai.com. We will send you e-news, government orders or any matter related to our industry through emails and SMS’. Also, you and your representatives are using identity-card provided by FHRAI. It has uploaded the identity-cards on the website, i.e. www.fhrai.co.in. Please get them tallied and verified at your level. (Refer Page 30) From March onwards, FHRAI will reach out to your doorstep. We will try to see that your problems are solved in time. FHRAI will see to it that your concerns are raised at the right platform – whether at the local, state or central level. You are the esteemed members of FHRAI and have a long experience in the hospitality industry. We are eagerly looking forward to your suggestions.

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Walking on a tight rope Every year hospitality sector proposes its recommendations to the Ministry of Finance, Government of India as to what it demands on the General Budget palette to boost its scope, bring it at par with the competitive international scenario and claim its share of contribution it can offer to the growing economy. There are myriad issues that the industry professionals view as impediments and express their opinion on their expectations. Sanjeev Bhar

n T. Natarrajan

CEO, GRT Hotels Group Concern areas

l

Relaxation / rationalisation of taxes and interest rates l Infrastructure facilities l Making tourism a priority subject l Connectivity – air and roads My perspective

T. Natarrajan CEO, GRT Hotels Group

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I wish our government will look at the perspective of tourism in terms of vital portfolio. Invariably, we have seen it so many times that tourism receives the

least importance in the annual Budget and sadly, it does not command the respect that it should considering its push to the economic development of any place. Only states like Rajasthan, Goa and Kerala have done a lot of good for tourism owing to their dependency on it for its economic growth. Further, Gujarat is making inroad towards developing tourism as a big sector.

There were incidences when hoteliers were part of Parliament but lost to cease the opportunity to bring forth the importance of this industry.

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n Sushil Gupta

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n SP Jain

CMD, Asian Hotels (West) Ltd.

Managing Director, Pride Hotels

Concern areas l l l

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Abolition of service tax because we are already paying high luxury and other taxes Hotels should get additional depreciation (plant machinery and buildings) Infrastructure status My perspective

The hotel industry unfortunately faces the brunt of a thought that does not link it as a vehicle of development.

In retrospect, it actually paves the way for development, be it employment to FOREX generation to skill development. Many countries are taking tourism and hospitality very seriously and acting on the policies that are based on positive perception on tourism. However, India is failing on that part. Our General Budget does not reflect that or does not believe that this industry can boost the economy in a big way.

Concern areas

l l

Infrastructure status Deduction on profit base on new project l Deduction of foreign exchange earnings on profit l Reduction in rate of tax on companies from 30 per cent to 25 per cent l Removal of service tax on rooms and F&B as we are already paying luxury tax and VAT

n Bharat H. Malkani Managing Director, Hotel Transit Concern areas l

l l

l

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Removal of unnecessary double taxation on the hotel sector; we pay service tax and luxury tax. Therefore, this has made the Indian hotel industry the highest taxed industry in the world! Our effective tax rate is as high as 20 per cent in some states.

We are no longer a preferred destination for foreign travellers and the entire industry is suffering due to this Hotels must be considered as an infrastructure sector with all benefits The hotel industry must get its due benefit of industrial cost for power and water. Although, we are called industry and taxed like one, but the rates of power and water applied is commercial The government must realise that this industry employs a number of uneducated young men and can employ women who are natural when it comes to hospitality. Limiting their job options and timings are a shame and deprives them of fair employment We need to be taxed like all other industries but not by 130 departments. While we generate employment, we are not in the business of creating employment for account assistants and accountants. There has to be a rationalisation in the number of registers and books we are required to maintain. This will ensure compliance and better tax collection

My perspective

For many years, hospitality industry has recommended government on various issues and apprised them accordingly. We have presented our points regularly but they have not recognised the industry for its contribution to the development of economy, growth in GDP and generation of employment. So, now we hope that the government will consider and grant priority status to the hospitality and tourism sector to bring India on tourism map of the world and increase inbound tourists by doubling the present status.

My perspective

I cannot say much on the government’s agenda but we as a hospitality industry will have to keep on trying to raise our concerns.

Many countries are taking tourism and hospitality very seriously and acting on the policies that are based on positive perception on tourism. However, India is failing on that part

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n Bharat Aggarwal

Managing Director, Mansingh Group Concern areas l l l l

Tax rationalisation Infrastructure status Benefits at part with the export industry Loan moratorium to be extended to hotels which are more than 20 years old l Incentive/rebate to owners who wish to invest in remote locations My perspective

Tourism has been experiencing low priority status among all other ministries under Government of India. Therefore, it is all the more important to understand that tourism can play a vital role in boosting country’s economy. It has a lot of positivity that makes it an integral industry supporting so many tertiary industries. One place where we are failing badly is the way it is developed. The industry has to be upgraded as it supports FOREX earnings, apart from employment. We need to view tourism the way countries like Singapore, Sri Lanka, Australia and Thailand do. The Indian tourism industry needs attention through visible stance taken during the presentation of Union (General) Budget by the Finance Minister. n Gurvinder Juneja

CEO, Pashtun Restaurant

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n Ratan Marothia President, HRAEI MD, Hotel Jagannath Concern areas l l

l l l

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Destination connectivity Better infrastructure like power and water Law & Order Price control The industry should be well informed in advance in case of any bandh being called for, as it disrupts the functioning of hospitality and affects tourism In fact, land on subsidised rates should be allocated to hotels operating for more than 15-20 years. More opportunities for projects in partnership with the state governments so that land is not auctioned but given on a long-term lease where profit can be shared with the concerned authority.

My perspective

Tourism industry has to present itself in a better way to the government. We need to approach every concerned department. For instance, when service tax on medical facilities was hiked in the General Budget, the entire health fraternity came together and the government to revoke its decision. Similarly, we all have to come together to make things happen. There are 70 per cent budget hotels in India and is considered as a luxury industry. Where would the domestic traveller go, if the budget hotels are not nurtured? The Government should focus on this neglected area in this year’s Budget. In addition, East and Northeast part of the country has remained alienated and demands better connectivity.

Concern areas

l l l

Multiple and Double Taxation Low interest loans Special incentives for mechanised parking l Income tax exemptions limits for individuals should be increased manifold My perspective

n Deepak Puri

Partner, Trinca’s Restaurant Concern areas l

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A re-look on taxation on hospitality; needs to be competitive Need to re-think on better ratios like FAR and FSI Tourism Ministry under direct Chairmanship of the Prime Minister Single window clearance for hotels/restaurants projects Urgency towards boosting hospitality industry

Double taxations like VAT and service tax on food should be removed as they are burdening the industry. In fact, the industry is already paying VAT on full amount of bill and paying service tax on 40-70 per cent of the food amount. Multiple taxations like luxury tax and service tax on room rents should also be removed. In fact, there should be a single tax on any item with least complications for tax returns.

l

With high cost inputs of land and project, hotel projects are becoming unviable. Loans on low interest would help the industry strengthen in a great way. In addition, special incentives should be given to promoters who opt for mechanised parking systems. The budget should focus on individual who is already paying taxes in one form or another be it VAT, service tax, luxury tax or excise and so on.

My perspective

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It is a high time that travel and hospitality sectors, which are interconnected are given due recognition by streamlining various policies that can enhance the collective performance of the tourism industry. There is an unlimited domestic demand that has to be addressed urgently by the government. We can achieve a lot more than the existing limits.

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Jose Dominic wins accolades Pic: Simran Kaur

Recognition

p L-R: Vijay Thacker, Director, Horwath HTL India giving away the award to Jose Dominic.

J

ose Dominic, MD and CEO, CGH Earth and Executive Committee member of FHRAI was bestowed with the prestigious Aatithya Ratna Award 2013 during the Hotel Investment Forum India (HIFI) event in Delhi. Aatithya Ratna means, ‘Gem of Hospitality’. The award was established by Hotel

president’s message

Investment Forum India (HIFI) to honour an individual who exemplifies the extraordinary spirit of hospitality.

On receiving the award, the candid Dominic said, “This is not an award for my work. Rather it is a recognition to my kind of work. The very idea that eco and sustainable tourism can drive hospitality has been awarded.”

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procedural mechanisms envisaged in the rules and regulations framed under the FSSAI Act and the heavy burden that they may place particularly on small- and mid-sized establishments. With this recently notified extension, the industry will have much-needed additional time to adjust to the new regulatory framework. Meanwhile, FHRAI will continue to constructively engage with the FSSAI to ensure that all statutory provisions are implemented with an industry friendly approach. We have also submitted detailed technical proposals and suggestions, backed by an extensive scientific and empirical data, for a review and amendment of current standards on food products and additives and rules governing the licensing and registration of food business operators. Copies of our FSSAI memorandum are available on the FHRAI website for your reference at http://www.fhrai.com/initiatives.html.

I extend my heartiest congratulations to the Ministry of Tourism, Government of India, for the grand success of the recently concluded International Tourism Mart (ITM) in Guwahati, Assam. In addition to drawing

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an overwhelming response from hoteliers, entrepreneurs, media and investors from across the country, the mart also witnessed the active participation of international delegates from 23 countries. The well-planned three-day event served as a unique showcase of the enormous tourism potential of India’s vibrant Northeast. Both the central and the state governments leveraged this platform to reaffirm their commitment to speedily address bottlenecks pertaining to issues, such as infrastructure and connectivity. In this context, I must also thank the Ministry of Home Affairs, Government of India, for accepting the suggestion to ease certain restrictions imposed on foreign tourists travelling to Manipur, Mizoram and Nagaland. FHRAI will also work closely with all stakeholders to develop and promote the Northeast as an attractive destination, with a specific focus on tapping niche and profitable segments such as MICE, adventure tourism and eco-tourism.

With warm regards, Vivek Nair President - FHRAI

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Progress

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Towards creating ‘Uttam Pradesh’

T Vijai Pande

he year 2013 seems to have begun on a positive note for Uttar Pradesh. The Confederation of Indian Industry (CII) organised a three-day long ‘Global Partnership Summit’ in Agra during January 27-29, 2013. The state was the partner of the 19th edition of this Summit for the first time. The agenda of the Summit was to promote the host state as an investment and tourism destination along with other issues like providing employment to the youth. If the decisions taken during the Summit are properly implemented and given shape, then not only the people of Uttar Pradesh, but those associated with the hotel industry will have a reason to smile. More than 200 million people or If there are one-sixth of India’s population lives in UP more industries, and is the fifth largest state of India, and then there will has a land area equal to that of the United be more influx of Kingdom. Whether in the field of educapeople in the state. tion or industries or politics or tourism, The scenario will be Uttar Pradesh in the past had a prominent good for the hotel position in nearly all spheres. It has centres industry too. Better of tourism like Agra and Varanasi that atinfrastructure tract millions of tourists every year. will mean more tourists will visit According to the data of the Uttar Pradesh the state government, the pace and the level of urbanisation here has been lower as compared to other states. In this depressing scenario, the people of the state had a reason to cheer when CII decided to organise its annual Summit in Agra this year. Around 1200 industry representatives from India and from other developed countries, including the US and the UK participated in the Summit. We are fortunate to have a young, energetic and dynamic Chief Minister like Akhilesh Yadav

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and we should feel happy that he sees the population of the state as a resource. While addressing the Summit, the CM said, “UP at present has the highest number of youths in the country, we have a vision to harness this demographic dividend”.

Akhilesh Yadav also stated that the state was a land of immense opportunities and was a leader in agriculture, dairy, fruits and vegetables, and sugar and alcohol production. “The state is known for its handicrafts, carpets of Bhadohi, glass work of Firozabad, brass industry of Moradabad, Chikan work of Lucknow and wood carvings of Saharanpur.” The CM wants the participation of all classes of the society, including all regions of Uttar Pradesh in the growth story of the state. He said, “We are going to take the full advantage of this Meet. My government is committed to bring about a fundamental change in the state’s economic structure.” He also observed that while investors looked forward to UP, the Centre should also play its role in giving the muchneeded boost to this state with great potential.

He said that in the next five years, the government proposed to create an additional generation capacity of 16,000 MW and to accelerate work on the Delhi-Mumbai Industrial Corridor and Eastern dedicated Freight Corridor projects in partnership with the Government of India. The state government, he said, was in favour of encouraging the food-processing sector, including sugar so that farmers also gain prosperity.

Hoping that the Indian government would also extend all possible support to the state government, the Chief Minister thanked the CII for giving UP the opportunity of hosting the 19th edition of the partnership Summit. The entrepreneurs who attended the meet

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were also enthusiastic. K. K. Modi, Chairman tiliser industries. We should appreciate Mishra’s of the Modi Enterprises said, “UP was great, commitment that his government will see that is great and will remain great.” Referring to the youth of this state does not migrate to other UP’s Chief Minister, he said, “The last elecstates. Mishra wants to see Uttar Pradesh as the tions saw a youth riding a bi-cycle. The cyclist economic powerhouse of India. knows that if he stops, he will fall. So, invest in Uttar Pradesh.” Noted industrialist and PresiThe Meet was inaugurated by Mohammad Hadent of the CII and Chairman of the Godrej mid Ansari, the Vice President of India. He said Mishra Group, Adi Godrej said that the vast gathering Abhishek that when the world was grappling with vex ecoProtocol Minister, UP at Agra was enough to prove that thecorporate nomic issues, the Summit provided an interactive world was keenly following India. He also called for a platform to resolve economic challenges. Addressing the concerted and sustained approach for answers to ecosession, Anand Sharma, Union Minister of Commerce, nomic challenges. He also delved into the details on Industry and Textiles, Government of India, lauded UP expanding the middle class consumers in the country for the grand show and said the large gathering was an and called for empowerment of women. indication that ‘India and Taj Mahal had attracted everyone’. Referring to the challenges faced by the developed, J. P. Gaur, Founder, Chairman of Jai Prakash Assocideveloping and emerging economies, also spoke of the ates Limited (Jaypee Hotels) said, “Young voters in Uttar ‘explosion of technology’ and underlined the keen desires Pradesh have given a majority to youths. We are hopeful of India to invest in human resources and give the world that the development in Uttar Pradesh will take place. manpower that it has been seeking. More industries in UtThere is great leadership in the state. We are sure that in tar Pradesh mean more employment, more development the next ten years, Uttar Pradesh will become one of the and we should feel happy about it. most developed states of the country. In India, there is no other state better than Uttar Pradesh for development”.

If there are more industries, then there will be more inThere is no doubt that Uttar Pradesh has elected a governflux of people in the state. The scenario will be good for ment, which is young. Abhishek Mishra, Protocol Minister, the hotel industry too. Better infrastructure will mean is one of the youngest ministers in the state cabinet of Uttar more tourists will visit the state. That will also augur a Pradesh. We should feel happy when he says that UP is in bright future for us. We should see that more and more the radar of the investors, not only of India but of the world. industries are set up in the state and ensure that more students come to the state for education. We should also “There is a wide scope for the investors in UP. Not only see that more and more tourists visit the state.

Indian, but even foreign companies are willing to invest in the state. No doubt IT is a major sector but there is We all know that Uttar Pradesh has a lot of potential. a scope of investment in other sectors as well,” he said Somebody has to make an effort to harness this potenduring the summit. Mishra said that his government was tial. We think that the CII and State Government of serious about investment in UP. “We will follow-up the Uttar Pradesh have acquired the right and positive apdecisions that have been taken up in the Summit. We proach. We all should join our hands to see that Uttar will talk to the investors and the industrialists,” he said.

Pradesh becomes ‘Uttam Pradesh’. The state governAccording to Mishra, companies from the US, Germany ment has taken a positive step and we should extend all and United Arab Emirates are interested in investing in our help in the development of the state. the state adding that the companies from the US want to invest in solar power generation, food processing and fer(The author is the Honorary Secretary of FHRAI)

Hotel hub

FHRAI intervenes on clearances delay in DIAL’s Aerocity

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ivek Nair, President of FHRAI, in a meeting with Ajit Singh, Union Minister of Civil Aviation, sought his urgent intervention on the undue delay in issue of completion certificates and other clearances to hotels in the upcoming hospitality district of Delhi’s Indira Gandhi International Airport, ‘Aerocity’. The industry as a whole has always demanded ‘single window clearance’ many times, which will inturn reduce time and effort of hoteliers.

In the case of ‘Aerocity’, at least 13 hotels are being

developed, at a combined project cost of approximately Rupees 10,000 crore. The hotels will together contribute 5,500 additional rooms to the capital city’s limited inventory of 11,000 rooms in the branded segment and generate direct employment for thousands of people. The construction of some of these hotels are either complete or in advanced stages. An inordinate delay in their commissioning would not only cause colossal financial losses to the individual developers but also put in peril, the vision of establishing a vibrant continued on page 24...

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During holidays, especially Sundays, the number of visitors to this 17th century monument increases by several folds. For example, on January 26, this year, around 41,000 domestic tourists and 4000 foreign tourist visited Taj Mahal.

Over the years, the district administrative authorities have taken steps to see that the tourists do not face any problem while visiting Taj Mahal. In fact, the hoteliers and restaurateurs in Agra also try to extend all possible help to see that tourists do not face any problems. But if some steps are taken, then their visit to Taj Mahal and other monuments can become smoother. At present, there are three ticket windows. One ticket window is at the eastern gate of Taj Mahal and the other one is situated at the western gate of the monument. There is one more ticket window – at the southern gate of the monument, however, most of the tourists buy tickets either from the eastern gate or from the western gate.

The queues at both gates are always long. Each ticket window has two queues – one for the men and the other one for the women. On most of the days, the queues

p East gate - Gents Queue

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Preserving the essence of Taj Mahal aj Mahal can be called the jewel in the crown of India. No other monument in India attracts as many tourists as Taj Mahal does. Every day, on an average, some 15,000 to 20,000 tourists visit the monument, which is also an epitome of love.

S K Bansal MD, Kanbal Hotel

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p East gate - Gents Queue 3

extend up to a kilometre. On Sundays and holidays, the queues get even longer.

During rush hours, tourists at times even have to stand in the queue for over half-an-hour to get the tickets.

In some instances, especially in the summers, tourists have even fainted while waiting for their turn to buy tickets. The main entry points of the monument also face congestions. Due to the long queues and rush, many tourists return from Agra without seeing Taj Mahal. This is a big cause of revenue loss for the government. Moreover, it goes against our principle, which is ‘atithi devo bhava’.

It is our earnest request to the district authorities that they should make the tickets for visiting Taj Mahal online also. It will save the time of not only of the foreign tourists but of domestic tourists as well. Moreover, according to the current practise, a tourist can spend as many hours as he or she likes at Taj Mahal. This leads to the rush inside the monument.

If a cap is put on the time limit, then more and more tourists can visit Taj Mahal. We feel that three to four hours are sufficient for a person to see the monument.

The online tickets can have all the details, like the date, a tourist has to visit Taj Mahal on, the time slot he or she is being given. With such small steps, the visit to Taj Mahal can become more pleasurable and a greater number of tourists will be able to visit it.

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NRAI wins the Hookah Case in

7° Brauhaus, Gurgaon

Judgement

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Delhi High Court

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he National Restaurant Association of India (NRAI) viewpoint that the herbal hookahs did not fall under the purview of the Cigarette and Other Tobacco Products Act (COTPA) 2003, was recently accepted by the Delhi High Court. This has given a much-needed relief to the restaurant operators.

A PIL by the World Lung Foundation South Asia was filed in the Delhi High Court against serving of hookahs in restaurants last year. The PIL stated that the restaurants were violating the provisions of the COTPA Act. NRAI had impleaded itself as a respondent through its legal counsel Lalit Bhasin who pointed out that so far, the applicability of the provisions of COTPA and rules framed there under, the members of NRAI are obligated to adhere to the same.

It was also argued that as far as non-nicotine/non-tobacco hookahs are concerned, the provisions of COTPA have

no applicability and therefore, no orders can be passed in respect of non-nicotine/non-tobacco hookahs. A Division Bench of Chief Justice of the Delhi High Court had passed the detailed judgment on 22nd January, 2013 accepting the submissions of NRAI with respect to nonnicotine/non-tobacco hookahs stating that the provisions of COTPA cannot be made applicable to non-nicotine/ non-tobacco hookahs.

Meanwhile, the restaurants alleged high-handed actions by various government authorities claiming ‘that hookahs have been banned’. However, the restaurant operators can now start serving the herbal hookahs and the tobacco hookahs in the designated smoking area.

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For a perfect balance in life The baggage of pride has a tendency to disturb the balance of a person’s life. Dr. Ramesh Vaish through his new book – ‘Freedom from Baggage’ – has highlighted how a person can become stronger and humble.

D

r. Ramesh Vaish is an hotelier, an economist and a renowned Chartered Accountant, who has now donned the hat of a writer as well. He is also the Chairman of Rosewood Hospitality, and Apartment Hotel in Rudrapur (Nainital) has penned a book ‘Freedom from Baggage’. The book was launched in Kanpur on January 26, 2013 in the august presence of economists, hoteliers, industrialists, lawyers, journalists and intellectuals. The book was released simultaneously in Lucknow and New Delhi.

Speaking at the book release, Manoj Gaur, the ViceChairman of Jai Prakash Group of Industries and Jaypee Hotels said, “Pride is the biggest burden and if a person wants to get rid of it, then he should become humble.”

He added that he had a 39-year-old association with Dr. Vaish and I have learnt many things from him. The book was released by the Chief Income-Tax Commissioner (Uttar Pradesh-Uttarakhand region) Dr. Girish Narayan Pandey. In his address, Dr. Pandey said that pride or the baggage had the tendency to disturb the balance of a person’s life. He said that a person becomes stronger by shedding his baggage of pride. He quoted from the Ramayana to cite how pride disturbs the life of a person.

Dr Vaish’s ‘Freedom from Baggage’ revolves around the life of a couple and their suffering and pain. The author has tried to tell people how life gets burdened and how to get rid of it. Dr. Vaish, through his book, wants to tell people that humility is the key to a person’s success in life.

Vijai Pande, Honorary Secretary of Federation of Hotel and Restaurant Association of India (FHRAI), Mahendra Mohan, Chairman, Dainik Jagran, S.M. Ghai, Managing Director of Sterling Publishers, K.D. Gupta Chairman of U.P. Stock Exchange, Anil Sharma, Former Mayor of Kanpur, M.L. Jain graced the occasion. Renowned people, including Sanjeev Tandon, Sunil Trivedi, Rajesh Kasera, Uma Jain, Ajay Kedia, Anand Agarwal, Ajay Tulsiyaan and Nikhil Tandon were also present at the event. The function was presided over by seniour chartered accountant, Sudhindra Jain.

‘Freedom from Baggage’ was released by senior politician and President of Janata Party, Dr. Subramanian Swamy and renowned senior advocate Harish Salve in New Delhi. It was also released in Lucknow by Alok Ranjan, IAS, Commissioner Agriculture Production and Rakesh Mittal, IAS.

...continued from page 20

world-class hospitality hub, which was conceived as an integral component of the ambitious modernisation programme of the Delhi International Airport.

It is pertinent to note that all these hotels are being constructed in accordance with the duly approved master plan and requisite statutory clearances had been obtained, including NOC on height clearance from the Airports Authority of India (AAI), prior to commencement of construction four years ago. To impose structural modifications or alteration of building plans at this stage, ostensibly to allay perceived security concerns, will be unreasonable and impractical.

Moreover, it has been clarified that all buildings in the area will incorporate state-of-the-art security and surveillance infrastructure.

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Nair informed the Minister that in order to achieve the target of doubling our Foreign Tourist Arrivals from six to twelve million within the 12th Plan Period (201217), the Ministry of Tourism and the Planning Commission have estimated that 1,80,000 additional hotel rooms will be required across the country, entailing a massive capital investment of over Rs 1,25,000 crore.

Any prolonged and unwarranted uncertainty on receiving the final regulatory clearances can potentially undermine the viability of a landmark and prestigious project such as the Aerocity. The FHRAI President has expressed his concerns that this will in turn, deal a severe setback to the hospitality sector’s ability to attract the significant domestic and foreign investment (FDI) which is imperative to fuel its envisioned growth and expansion.

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Bodh Mahotsava at Gaya Flight connectivity is a key to state tourism

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ihar Chief Minister, Nitish Kumar on February 6, 2013 inaugurated the three-day Bodh Mahotsava at Kalchakra ground near the world heritage Mahabodhi Mahavihara site. In his inaugural address, the Chief Minister said that to invite more tourists to Gaya and Bodhgaya there should be regular domestic as well as international flights operated from the Gaya international airport. Being bigger than the Patna airport, Gaya airport has a lot of potential.

Nitish Kumar Chief Minister Bihar

Prospects

“The state government has already taken a decision to provide 100 acres of land for runway extension of Gaya airport. I have also urged the Union Government to introduce regular domestic and international flights operated from Gaya airport. Currently, good number of tourists visits Bodhgaya by charter flights and they bring tourist guides. We want to introduce language courses that will create job opportunities for local youths as tourist guides,” he said.

To facilitate smooth drive to tourists up to Bodhgaya from Patna, construction of the fourlane Patna-Gaya-Dobhi road will start soon. Following this, the transit will drastically reduce to reach Bodhgaya from Patna. “The Bodh Mahotsava conjoins

with the ongoing celebration of the 2600th year since prince Siddhartha attained enlightenment and was later called Buddha,” Kumar added. Earlier, the state Tourism Minister Sunil Kumar Pintu said that the number of domestic and the foreign tourists visiting Bihar has increased. In 2011, 1.84 crore domestic and 9.72 lakh foreign tourists had visited Bihar, which has increased to 2.14 crore and 10.96 lakh, respectively in 2012.

Tourism Minister meets Secretary General of UNWTO

U

K. Chiranjeevi Minister of State for Tourism (Independent Charge)

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Taleb Rifai Secretary General of UNWTO

nion Minister of State for Tourism (Independent charge), Dr. K. Chiranjeevi met the Secretary General of UNWTO Taleb D. Rifai in Madrid, Spain on February 1, 2013. They discussed diverse issues related to the tourism cooperation between India and the world. During the talks, the Secretary General and the Tourism Minister emphasised on the proactive approach to make tourism an important global political and economic agenda. The Minister also informed the Secretary General about the efforts taken by the Indian Government towards easing the visa regime in India.

Chiranjeevi invited the Secretary General of UNWTO for 25th Joint Meeting of UNWTO Commissions for East Asia & the Pacific and South Asia, which is going to be held in Hyderabad on April 12-13, 2013.

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FICCI Conclave highlights impact of tourism West Bengal invites investors in tourism projects

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he Federation of Indian Chambers of Commerce and Industry (FICCI) in collaboration with state governments and the Ministry of Tourism, Government of India, organised a two-day Conclave on Investment Tourism Infrastructure held between 16-17 January, 2013, at Federation House, New Delhi. Addressing the Conclave, Dr. Amit Mitra, Finance Minister of West Bengal urged the investors to cash in on state’s initiatives to upgrade and create new tourism infrastructure projects. The state government has proposed to expand the Bagdogra airport. He also informed that new international airport is coming up at Audal near Durgapur and the government is planning another airport near Asansol in collaboration with Changi Airport of Singapore.

Dr. Mitra said that global majors are setting up new hotels in the state as it provides vast travel experience from the grand Kanchenjunga peak overpowering the state, Dooars foothills, tea gardens and forests and the largest riverine delta – the Sundarbans. He asserted that West Bengal also offers great rivers and cruise options, heritage sites, spice walks, and nightlife alongwith festivities and lifestyle tours.

Present at the conclave, Amitabh Kant, CEO and MD, Delhi Mumbai Industrial Corridor Development Corporation said that worldwide, tourism creates 450 million jobs annually as against about 50 million by the software sector. “The more tourists India gets, the more jobs Indians will have,” he added. The tourism industry is set to witness vast movement of Indians

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not just domestically but also to overseas destinations.

Earlier, Dr. Mitra and others at the inaugural session released FICCI’s Knowledge Paper entitled, ‘Investment in Tourism Infrastructure: Opportunities & Challenges’.

Speaking on the occasion, Usha Sharma, Additional Director General, MoT pointed out that the government’s target of attracting one per cent of the world’s tourist arrivals by the end of the 12th Plan (2017) will require about 2 lakh additional rooms in a 3-star or higher category classified hotels located outside cities with a population of over one million. “We expect that this will result in growth of budget accommodations enabling the developers to avail loans and financial incentives extended by the government and financial institutions from time to time.”

The Tourism Ministry has meanwhile, identified 54 destinations and circuits of national importance, and is in the process of identifying more culturally and historically important sites to attract more tourists, informed Sharma.

Further, Alkesh Patel, Chairman, Asian American Hotel Owners Association (AAHOA) stressed on the need to tap the expertise of the members of AAHOA in setting up franchisee hotels in India.

The association members, he said, had met with every state government department and all have sought the expertise of AAHOA members in diversifying their tourism product. Dr. Arbind Prasad, Director General, FICCI noted that with domestic tourism growing at 12-14 per cent a year and the government giving inbound tourism a thrust, sustained levels of investment would be required for building tourism infrastructure. He further informed that the government is planning to set up over 200 airports in the country, for which both domestic and foreign investment would be critical.

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Hilton opens its first leisure property in India

H

ilton Hotels & Resorts, the flagship brand of Hilton Worldwide, has announced the opening of Hilton Shillim Estate Retreat & Spa, its first leisure property in India. Operated by Hilton Worldwide and owned by Writer Lifestyle, the retreat is located in the Sahyadri mountain range in the Western Ghats. The retreat is designed, built and operated with sustainability as its core commitment.

Martin Rinck, President, Asia Pacific, Hilton World-

wide said, “Hilton Shillim Estate Retreat & Spa is an exceptional addition to our fast growing portfolio in India. Given the facilities and services on anvil, we expect the property to become the favourite gateway for guests travelling on leisure in the region. We now operate 11 hotels in the country. We hope to increase our portfolio to 50 hotels in the next five years.”

With the opening of Hilton Shilim Estate Retreat & Spa, Hilton Worldwide extends its Hilton Resorts portfolio to 80 resorts across 29 countries.

The resort features ecologically designed all-villa accommodation with butler service, extensive dining options, one of the largest wine cellars in India and among the largest and most comprehensive spa facilities in Asia, which encompasses 70 acres and offers more than 150 treatments.

It is approximately a 2.5-hour drive (100 km) and 30-minute helicopter ride from Mumbai and 1.5-hour drive (80 km) from Pune. The property is spread across 320 acres within the 3,500-acre private Shillim Estate.

F. No. 1/1/Enf-1/FSSAI/2012 Food Safety and Standards Authority of India Ministry of Health and Family Welfare

FDA Bhawan, Kotla Road

New Delhi-110 002

5th February, 2013 STATUTORY ADVISORY Subject: Extending time line upto 4th February, 2014 for the Food busniess Operators to obtain license/registration under the Food Safety and Standards (Licensing and Registration of Food business) Regulations 2011 In continuation of the statutory advisory dated 25.7.2012 issued by this Authority, it has been decided to extend the timeline to 4th February, 2014 for FBOs seeking conversion/renewal of their existing licenses and also for FBOs who have not obtained licenses/registration under the new Act.

(Dr. A. Madhavan) Assistant Director (Enf-I) Phone no. 011-23237435

To All Food Safety Commissioners of States/UTs

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ALERT Kind Attention: Dear FHRAI MEMBERS! You might have been using ‘FHRAI Identity cum Discount Cards’. FHRAI has uploaded all the issued Identity cum Discount Cards with photographs and details of its members on its website www.fhrai.com.

All members are requested to please log into the website and check their details on the Identity Cards uploaded on it. If any discrepancy is found in the uploaded details please do let us know or email to Secretary General FHRAI (sg@fhrai. com/fhrai@vsnl.com), and mark a copy to Hony.

Secretary FHRAI (vijaipandit@yahoo.co.in) Thanks & Regards Vijai Pande Hony. Secretary FHRAI

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ECB – A helping hand Any new hospitality project would involve a lot of funds and hoteliers eventually turn to financial institutions to borrow capital. Now, the directive of RBI where ECB proceeds can be used to prepay loans comes as a breather to many hoteliers. Megha Paul

P

Kamlesh Barot EC Member and Immediate Past President of FHRAI

K.B. Kachru Executive Vice President – South Asia, Carlson Hotels

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roviding the relief to hosRBI had also relaxed the ECB norms for pitality sector, the Reserve repayment of Rupee loans within the Bank of India (RBI) allowed overall ceiling of USD 20 billion. companies owning hotels to prepay loans out of external According to Kamlesh Barot, EC commercial borrowing (ECB) proceeds, Member and Immediate Past President which is seen as a first step towards of FHRAI, the previous budget, which strengthening the hospitality industry. created the anomaly that only three-star The move will allow the or higher category hotels private players to raise located outside the cities money overseas and with a population of over repay loans taken from one million are included As per the domestic banks as well as in the RBI’s Infrastructure guidelines, Indian for capital expenditure. lending List and the Govcompanies in the ernment of India’s Master manufacturing RBI has decided to List of Infrastructure and infrastructure include Indian companies Sub-sectors, is addressed sector, which are in the hotel sector with partially now. “We at FHconsistent foreign a total project cost of RAI are particularly grateexchange earners Rs 250 crore or more, ful to the Department of who are allowed irrespective of geographiEconomic Affairs and the to avail ECBs cal locations as eligible Central Bank, for favourfor repayment of borrowers under this ably considering FHRAI’s outstanding rupee scheme. As per the vigorous representations guidelines, Indian compasince the past year in this nies in the manufacturing regard,” he says. Unforand infrastructure sector, tunately, the relaxation which are consistent doesn’t come fully, in as foreign exchange earners who are almuch as they have fixed the maximum lowed to avail ECBs for repayment of limit of ECBs at 75 per cent of the averoutstanding rupee loans. All other aspects age or 50 per cent of the highest foreign of the scheme shall remain unchanged and exchange earnings realised for the last the amended ECB policy will come into three years FOREX earnings, whichever force with immediate effect. The Central is higher, thus restricting the benefits that Bank had earlier relaxed the ECB norms accrues to the industry under this policy. to help companies raise more funds from In India, 11 hotels have availed ECBs in overseas markets, to boost infrastructure 2012 to an equivalent amount in USD sector funding in the country. Besides, of 20,23,90,651. Most of these borrow-

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ings would be under the RBI’s policy of allowing hotels to raise ECBs of up to USD 200 million under the automatic approval route, specifically to finance fresh capital expenditure, Barot highlights. He asserts that the recent move is only the first step towards existing loan and fresh loan borrowings, which does not actually translate into any tangible benefits for the hotel sector.

Saionton Basu Partner & Co-Head India Group Global Chair Multilaw India Practice Group Penningtons SolicitorsI

Param Kannampilly Chairman & Managing Director Concept Hospitality Group

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Hard facts As per FHRAI research, the outstanding credit of scheduled commercial banks in India to the ‘Tourism, Hotel & Restaurant’ sector is Rs 3,92,448.9 million.

The FOREX earnings (in Rupees crore) of the top 20 listed hotel chains for 2012 and 2011 were 2709.63 and 2664.54, respectively. The interest rate range that companies are currently being forced to borrow from domestic banks at rates as high as 1316 per cent whereas ECBs are available at attractive spreads of LIBOR plus4-6 per cent.

— Kamlesh Barot

On the perspective of new development, K.B. Kachru, Executive Vice President – South Asia, Carlson Hotels, Asia Pacific reiterates, “ECB is a highly regulated method of financing. The end-use restrictions do not permit secondary acquisitions and funding of working capital.

Considering the oversupply situation in key markets, the number of greenfield projects in near future seems to be limited, and may restrict the benefits of the scheme.” There will be a positive impact on the industry considering the of raising debt through the ECB route is option to re-finance existing loans and to gain from the lower cost of borrowing, thus providing relief to degraded profits, corporates must carefully consider hedgbut the benefits may be confined to fiveing arrangements.” star and luxury hotels. “The threshold of Rs 250 crore may limit the impact On whether this move will augment on development considering the shift in development, Basu opines, “There is focus on mid-scale and budget hotels in usually a gap of at least two-four per cent secondary and tertiary cities for emerging between a domestic term loan and a commiddle class. There are prehensively hedged ECB, several other challenges through a combination that continue to affect of principal, interest rate development such as and cross currency swap FSI limitation, licensing contracts. This move will ECB is a highly process and multiple likely free up the cash flow regulated method taxation issue,” situation on account of of financing.

Kachru laments. lower debt servicing levels The end-use and thus augment capacity restrictions do not Saionton Basu, Partner in the industry.” permit secondary & Co-Head India Group, acquisitions and Global Chair Multilaw Throwing light on the funding of working India Practice Group, way forward, Param Kancapital, considering Penningtons Solicitors nampilly, Chairman & the oversupply said, “The cost of borManaging Director, Consituation in key rowing under the ECB cept Hospitality Group markets route broadly has three points out: “This is a posivariable components -tive move in the right dithe LIBOR rate, which rection by the RBI. It will is common to all lenders benefit many projects, and borrowers; the especially the larger ones.

Spread, which could be individual to each We would like the RBI to continue in lender and each borrower; and the Exthe same direction and extend this ECB change Rate. Any variation in any of these facility to hospitality projects below Rs components will affect the overall cost of 250 crore in a bracket that encompass borrowing. Since the entire raison de etre the majority of our industry.”

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Pic: The Imperial New Delhi

New

Housekeeping

s a r t n a M

The mark of good hospitality lies in a clean & hygienic environment. The aim of housekeepers has always been towards achieving a standard that is superlative and bring out the ethos of hospitality that the hotel group stands for. Though the variations may be very subtle to identify how hotels differ in their approach but it is their sheer labour of presenting a hotel beautifully makes them one interesting vocation to look forward to. Housekeeping is now out of the closet of being a ‘back of the house’ department. It is now considered a crucial face of the organisation having its own undeniable, scrupulous face that welcomes one and all.

FHRAI Magazine delves into this vocation through a ‘Special Feature’ focussing on spic-n-span approach of housekeepers, which reflects the subtle philosophy of different international hotel groups in India.

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u

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Spic-n-Span Emphasising

brand distinction Marriott philosophy for housekeeping Marriott philosophy focuses on efforts to re-establish Marriott Hotels Resorts & Suites (MHRS) as one of the world’s leading hospitality brands. Based upon key proof points, it creates product leadership fuelled by innovation, cultivating a hosting culture and dialing up our marketing.

u Bhaskar Suri

Executive Housekeeper, Jaipur Marriott

Core guest experiences

As per the needs of hospitality approach and conditions, the MHRS target customers in places that are energised invigorating with a buzz of activities. They refuse to choose between style and substance; they demand both, a mix of true substance and genuine sophistication. Technology is an integral part of the core guest experience allowing full utilisation of public spaces. The Marriott guest should be able to easily transit between work, relaxation and socialising.

Rooms are designed and built with great style, inspired by design philosophies relevant to modern travellers. They are created thoughtfully by offering facilities like Wi-Fi, power to enable customer devices and a variety of seating to enable individual and group experiences, music and lighting that appeal to the senses.

Housekeeping in today’s scenario We always look at developing Housekeeping and Environmental Services Management staff from within the company by providing sufficient resources, rewards and encouragement to foster growth and learning. Through education, training (both on-the-job and off-thejob), and rewarding best practices, you can apply your abilities in your current specialty or expand your ambitions into countless other disciplines where we provide service.

Winning travellers Going forward, to achieve our vision to be one of the best hospitality companies in the world, we must win the next generation travellers.

They are focussed on technology and mobility along with style, options and experiences.

If we win their loyalty, we will build owner preference. We need to cultivate owner and franchisee relationships and generate value for them. To deliver on guest and owner preferences, we must emphasise brand distinction by keeping our brand fresh and exciting. We need to ensure high levels of guest satisfaction, loyalty and brand standard compliance. We need to establish Marriott Hotels and Resorts as one of the world’s leading hospitality brands.

My mantra Clean as you go…

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Spic-n-Span Housekeepers broaden

their horizons Fairmont philosophy for housekeeping

u Deepu Kundra Assistant Director Housekeeping Fairmont Jaipur

Fairmont Hotels & Resorts’ key philosophy is to provide a home away from home to our guests. The modern day traveller is more demanding and selective, which enhances the role of the housekeeping department to perform and deliver guest satisfaction. Our hotels provide a hygienic and clean environment round-the-clock for both our guests and colleagues. The housekeeper also monitors optimum utilisation of available resources and ensures provision of defect-free services and products. We offer personalised services to our guests and always ensure their safety. With changing trends in the hospitality industry, our housekeeping department also follows these trends to suit the needs of our guests.

Going local All Fairmont properties around the globe aim at providing guest services, which are authentically local. Likewise, our housekeeping department at Fairmont Jaipur also incorporates the essence of Rajasthan’s ethos in whichever way possible. We work towards offering every guest an experience of true colour and the flavour of Rajasthan. Small gestures like gifting katputlis to kids, or doing a rangoli welcome in the room makes a big difference for guests and transforms their moments into memories at Fairmont Jaipur.

Evolved horizon Housekeeping has hugely evolved in the last couple of years. Today, housekeepers are not only involved in checking and maintaining rooms and public spaces but also have broadened their horizons as individuals. Housekeepers involve themselves in cost control measures, inventory control, procurement and selections,

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administrative tasks, landscape designing and horticulture. They are now employed in public sectors, offices, hospitals, malls, individual houses and apartments, airports and railway stations. With changing trends, a demand for housekeeping services and good housekeepers has also increased over the years.

New trends to look for There has been a rise of concepts in environment-friendly hotels like green rooms, pure rooms and allergy free rooms, which add to the new trends in housekeeping due to a strong influence from the West. We tend to outsource staff depending on the requirement.

We also follow Americans with Disabilities Act (ADA) standards for physically impaired guests. In addition, water reuse and ozone systems are rigorously followed in laundry sanitation. Automatic irrigation systems for landscapes and gardens are also some of the learning acquired from the West, which are gradually being developed here.

My mantra I believe in transforming the hotel into a destination for the guests rather than merely being a place to stay.

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Spic-n-Span Desired services

in advance

Carlson Philosophy for housekeeping

u Marie Nadkarni Director, Housekeeping Radisson Blu Plaza Delhi

At Carlson, our purpose is to serve guests in a way that makes a positive difference to their lives. We have a set of seven values that help us achieve this: integrity, innovation, customer focus, empowerment, accountability, responsibility, and the Carlson-factor. Our long-term goal is to create, develop and sustain good, strong and long-lasting relationships with all our stakeholders. Their satisfaction is fundamental to our success. As such, we strive to ensure that the quality of our services and products always exceed guest expectations.

Understanding and flexibility

and flexibility without compromising on the philosophy and corporate direction. I do not personally see any reason for us to tweak our existing philosophy. It very well caters to suit the Indian scenario.

Housekeeping coming of age I would like to draw your attention to two things, firstly, the hospitality industry is such a wonderful place where growth and learning can be forever and immense. All that is required is the right attitude and a drive to excel. There are ample examples of people who have made a humble beginning in a department and grown to be stalwarts in another.

Housekeepers are not far behind.

Carlson is truly a global player that is tolerant of diversity and gives due importance to the macro- and micro-environment of every region, including India. With a clear, transparent and a quick communication across the organisation, there is a high degree of understanding

Secondly, housekeeping is not just limited to hotels. With massive development in real estate, retail, infrastructure and residential apartments, good and effective housekeeping is a necessity everywhere. Moreover, it is not just limited to cleaning but includes a gamut of activities involving both abstract creativity and systematic technical expertise. I see it as a strong area of expertise where there is a potential for both – growth and sustenance.

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Things to watch out for We have already witnessed the use of a standardised set of chemicals across the industry, mechanisation and automation of various processes. I foresee these will grow further towards better energy saving equipment and more eco-friendly chemicals.

One of the largest wastes generated from hotel guestrooms is partially used toiletries.

Maybe a trend might reduce wastage with higher bio-degradable materials. Now, a guest chooses and books all elements of his stay prior to arrival through virtual simulation on the web. Choosing the room ambience like type of beds, pillows, to other features is not that far‌ also, rooms may even sense the bio-rhythm and supplement the body needs to make guests feel their best while in the room.

Use of intelligent consumer durables based on fuzzy logic and artificial intelligence and key cards based on RFID and DNA would rise. In-

tegration of Hotel PMS and HRIS is definitely going to bring in a lot of change in the way staff is scheduled and managed.

My mantra To put it simply, it is TIFF in short; Training, Innovation, Feedback and Follow Up.

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Spic-n-Span Identify

& eliminate Mövenpick philosophy for housekeeping

u Neha Gairola

Rooms Division Manager Mövenpick Hotel & Spa Bangalore

Prompt, courteous and guest-oriented service is the philosophy of Mövenpick Hotel & Spa Bangalore. Guests form a distinct impression of a hotel based upon what they see, hear and feel and hence it is crucial that the first impression formed is right. We at Mövenpick Hotel & Spa Bangalore, believe in doing simple things in the room that adds that extra touch without interfering with guest space and privacy. Uncompromising product and superior service quality are the foundation of housekeeping philosophy.

Empathetic towards guest needs Guest-oriented service is the mantra we follow and it gels very well with the Indian hospitality philosophy. Indians by nature are hospitable and caring and it comes naturally to us to be empathetic towards guest needs. We enjoy going beyond the call of duty and going that extra mile. The area where we have to

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be cautious is over personalisation and citing a right balance with guests. It is important while you are empathetic that you respect the space and privacy of your guests.

No more ‘back of the house’ Housekeeping today has a huge scope not only in the hospitality sector but also in allied sectors like retail, consultancy and outsourcing. It is no more a house-cleaning job, but is seen as a specialised function with the addition of facility and property management. Its scope covers facility management, landscaping and hygiene.

Another area, which is growing at a quick pace, is housekeeping consultants for new hotel projects, who liaise and work with project management companies from the inception stage to planning, detailing, ordering and avoid any snag that hold back operations.

Now, in the hotel industry many housekeepers are seen as frontrunners and have successfully moved to the front desk/rooms division.

Today, the need is awareness and the right guidance for new entrants in this field.

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Optimum utilisation of resources The new trend in housekeeping is to be lean and green. Lean is practicing the optimum utilisation in terms of resources and green is having sustainable practices. The goal of ‘lean housekeeping’ is to identify and eliminate non-essential and non-value-added steps in order to optimise resource usage, reduce wastage, improve quality and gain customer loyalty. Green housekeeping will be the next benchmark in the industry and out-of-box thinking is required to bring in new sustainable practices.

My mantra Housekeeping is a round-the-clock commitment and requires discipline for our work life and life balance. I have found that surrounded with a committed and disciplined team means we can all enjoy life as much as our careers.

The mantra that I have followed is to support your colleagues by giving them a chance to

shine, listen to them and give them time to train. Be a good role model by being considerate, act calmly with integrity and lead by example. In addition, I have understood colleagues, I reward them, set them goals, give feedback on their performance and communicate with them.

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Spic-n-Span Inspired by India’s

culture and history Shangri-La philosophy for housekeeping

Shangri-La promises you an experience of the local culture and traditions at their best.

Guests arriving in our rooms will experience at least one uniquely Asian or locally inspired element.

Traditional touch u Bhupinder Singh Rawat Executive Housekeeper Shangri-La Hotel, New Delhi

We have given a traditional touch to our room themes with bed throws, towel art and earthen pots. All rooms are exquisitely appointed with contemporary Asian furnishings.

The hotel’s 320 guest rooms and suites are tastefully designed and smartly furnished in a contemporary style inspired by India’s rich culture and history.

Smooth and efficient Housekeeping is one of the basic functions essential to the smooth and efficient operations of the hotel. Bright clean rooms, well-main-

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tained public areas, banquet rooms, restaurants, and gardens are the way to supplement a hospitable welcome. Housekeeping plays a vital role in providing a clean, fast and efficient service for greater guest satisfaction.

New trends The new method of eco-friendly housekeeping is very effective and reduces the damage to the environment. We promise pleasure, indulgence and luxury to our guests.

My mantra Prior planning prevents poor performance.

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Housekeeping as

a prime prerogative Hyatt Philosophy for housekeeping

global scenario, there are no separate standards in terms of hygiene and cleanliness.

We at Hyatt, dedicate ourselves in providing and maintaining a hygienic and comfortable environment with enhanced skills and services to meet the evolving expectations of our guests.

We never felt the need to change in particular as per Indian conditions with that of the existing Hyatt philosophy. We believe that in today’s

Essential in every field Considering the importance of hygiene and cleanliness in each individual’s life, housekeeping is essential in every field. Starting from your own personal space extending to your work environment, It is crucial and critical as it directly reflects our core values. Maintenance of cleanliness standards require housekeeping as a prime prerogative. Customer satisfaction is the vital parameter, which will continue to define the future approach of housekeeping.

My mantra Keep it simple and clean.

u Namrata Menon Executive Housekeeper, Hyatt Regency Delhi

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g n i p e e k e s u o h

Web-based applications like e-Housekeeping by FCS Computer Systems is making hospitality operations lucid to enable the housekeeping meet the challenging business environment and also, to address the concerns of housekeepers to make their department more productive.

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seamlessly integrated to most of the Hotel PMS available in the market to fetch profile and reservation information and post-billing details for a mini bar, laundry or any souvenir item sold by housekeeping. It is also inter-operable with Hotel Communication System and Mobile Devices on the hotel’s Wi-Fi network.

Addressing housekeeping needs

FCS e-Housekeeping is a multi-language o make things easier for web-based application dedicated to housekeeping staff, hotels streamline the entire room assignment, are adopting smart applicacleaning and maintenance process. tions that can Apart from the auto room streamline the assignment module based on entire operations. FCS’ edifferent business rules set by Housekeeping is one such tool the hotel and availability of that provides configuration the staff, e-Housekeeping’s module and report builder other modules, such as dashto customised on any type board, room & floor matrix, of a hotel or a resort. Acforecast, roster, inventory cording to Sudip Mukherjee, and reporting tools, allows Senior Director of Sales & housekeeping staff and manSudip Mukherjee Senior Director of Sales Operations, FCS Computer agement to perform their jobs & Operations Systems, e-Housekeeping is more efficiently while keeping FCS Computer Systems

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automated solutions for Housekeeping The following gives an idea on the current way of working by housekeeping staff vis-àvis how e-Housekeeping & m-Housekeeping would addresses their work needs as a tool in an automated environment

Issue I:

Supervisors need to walk to each floor to check out the room status, locating the staff and assessing their performances e-HK & m-HK: Management can view the status of different floors for all rooms in real-time under different supervisors in ‘Room Matrix’ or at an advanced level using m-Housekeeping on handheld devices. Supervisors also get a full picture on the status of each room attendants. Queue rooms are instantly communicated for urgent room cleaning services.

Issue II:

Room assignment for a housekeeper is marked on paper/ sticky notes. Room status is mainly done by interactive voice response (IVR), phone calls or radio e-HK & m-HK: Room assignment, job dispatching and room status updates are fully automated and is sent to hand-held devices.

Issue III:

There are different inventory tracking systems for the consumption of linen and amenities. But the real time stocks may not be enough to meet the consumption demand as it is not based on real time data e-HK & m-HK: Housekeepers can count the linens, amenities, laundry and mini-bar consumption via hand-held devices. They can track all service items with a forecast and an alert when a certain stock threshold is reached.

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costs down. In the Indian hotels context, housekeeping has remained a backbone of a hotel operation but somehow not been looked in terms of servicing the department needs. Now, housekeepers believe that the attitude is changing. Mukherjee affirms by saying that housekeeping tasks are spread across hotels, including city business hotels or resorts. “In this scenario, it is vital that the interdepartmental communication happens in real time to achieve desired service standards and productivity. Accessibility of vital information on rooms, room status, housekeeping staff assignment, guest information, preferences and service requests, inventory of amenity items, linen and mini bar inventory and much more. Our system addresses these needs giving hotels a competitive edge,” he adds.

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Making it web-based

the same time, it brings high results in performance,” he points out.

The web-based application addresses numerous concerns of housekeeping department. With an integrated set-up, communication becomes more effective. Thus, the housekeeping system adds a distinct visibility for better staff performance and productivity and enhanced guest services, says Mukherjee.

Forecast functions

e-Housekeeping works on Android enabled phones and tablets which are commonly available in the market. However, there is no need for GSM or CDMA resources as the hotel’s Wi-Fi network can be used to access the solutions from anywhere in the hotel. “Therefore, there is no additional cost of data usage over a GSM or CDMA network but at

Hotels always look for avenues that could forecast them to prepare operations in advance. The forecast functions of e-Housekeeping, therefore, would be a boon for housekeepers.

With the forecast information available on room occupancy, it becomes possible to plan staffing more effectively, adds Mukherjee.” In this case, housekeepers can count the linen, amenities, laundry and mini-bar consumption via hand-held devices. It is possible to track all service items with a forecast and an alert when a certain stock threshold is reached. “Moreover, with work results being achieved in a paperless environment, there is a cost advantage with and hotels can claim being eco-friendly and achieve green points,” he sums up.

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Long stay search Customers can now mitigate online frauds in cases of serviced apartments and vacation rental bookings through RatedApartments.com, as it offers a sound platform to market such products in the burgeoning accommodation industry.

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hile online options have given us the ease of finding accommodation and selecting our needs, it has also created clutter by making customers confused at times. Therefore, many conventional hotels (with an option of long-term stay) aiming for assured business for a definite time period and serviced apartments have hardly indulged in a core online marketing approach. But recently, RatedApartments.com claims to be changing the scene. “Conventional hotels are not built to accommodate a guest for more than a week. Serviced Apartments (SA) are better suited because of the size, comfort, kitchen and washing facilities they offer.

Meanwhile, hotels - a third of the size of SAs - become difficult to stay in after four nights. So, we are approaching only those who have a product that matches the need of the extended stay market,” says Sid Narang, CEO, RatedApartments.com.

The online platform aims to address con-

Pre-requisites for a tie-up

A general guideline to determine if an accommodation provider will be able to secure success on RatedApartments.com: n Focussed on providing a premium product – atleast three star and above n An extended stay product – example serviced apartments, suites, villas, luxury cottages and premium bed & breakfast n Those who are interested in taking advantage of this technology n Can provide content, local information and tips n Provides atleast 20 images of their product

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cerns of owners to market their properties and ensure that security, benefits and cost are managed well.

Strong platform For any new virtual address, the obvious question is how well will it perform as a platform to attract end users. RatedApartments.com is confident of its web presence - Python programming language and a cloud-based platform. According to Narang, it is widely accepted to be the most readable language and from a programmer’s perspective, this offers huge gains. The company is riding on the fact that Python is the same language that Google uses for its own search engine and it is a cloud-based hosting service – Google App Engine.

“We are a go-to-the-place for premium serviced apartments and vacation rentals, and we believe by empowering customers with superior decision making tools, we can win over competition which is not as focussed on User Interface/User Experience (UI/UX),” he says.

Future scope

At present, RatedApartments.com listings is growing, having 300 in London, 60-70 in Goa and 300 in Delhi/NCR. The company is bullish on Indian serviced apartments and the vacation rentals industry and have a tight product launch schedule for the first quarter in the calendar year. “We believe that the total market size is close to 10,000 units with 40 per cent of this belonging to the 3-star and above premium Sid Narang CEO, RatedApartments.com category, which we focus on.

The platform provides Our immediate steps are to launch unique property owners with tools/calendars/ products – example: a range of palaces/ inventories, acting as a link between havelis/forts in Rajasthan soon. Also, in owners and travellers. For the travelthe same month, we are going to focus on lers, Narang believes, this has brought in Bengaluru and by March, we will focus on unbranded products to the surface that Pune and Hyderabad,” Narang informs. people are constantly looking for. “The critical factor is to offer authenticity of The company is penetrating the European the accommodation option if they are not market, including London, Paris and Sinbranded. Customers therefore, would gapore. “India is a strong market for us, for be able to make use of the feedback that the corporate and leisure segments. Also, the site offers. We are currently testing Goa holds far more potential for us and and experimenting with this feature we have capitalised on this so far. We have and developing it for release in our next even tied up with the professional serviced version, which is expected to be launched apartment player – HummingBird, which in March 2013. In addition, the usage of offers three star solutions to corporates, rating algorithms also benefits to create a SMEs and startups. Travel agencies are sense of security. RatedApartments.com takes vital for us as well in listing properties, stringent steps to review, authenticate and which gives us 500-600 room nights of verify the listings in order to give the best business annually.” There is scope in cities value to customers choosing to stay in such like Bengaluru, Pune, Mumbai and Hyderunits. Its rating algorithms bring benefits abad,” he sums up. to hotels in a stiff competitive segment.

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Tourism T via

alluring food

With food-based reality television programme MasterChef Australia is one of those shows, which has gained significant interest amongst Indian audience, luring them to travel to the country. Featuring in the top prime time slots, Tourism Australia has been able to capitalise on it by using a different and innovative platform to showcase the local produce of ‘Down Under’ that has been catapulted into a winning idea to promote Australia as a tourism destination. Let us pause to understand the fine balance that food can bring about for a country’s tourism in this wired world. Ramya JS D’Rozario

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he new age traveller is different. He is more informed, seeks a break from the monotonous guided tours and wants to experience a whole new world during his holidays. Now, travel agents and the Internet are not the only ones he turns to while planning for his next vacation. So, whether it was watching the participants compete in a heated French invention test set by renowned name, Jacques

alia advertisement p A Tourism Austr duce to draw in crowds pro al loc on ing es. uss foc g to your experienc and add the extra zin

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Reymond, the beautiful artistic colony in Eltham of Montsalvat in Victoria, Australia definitely caught our eyes.

Capturing attention “It is great to be associated with a show that is based in Australia, which provides an instant connect with the destination and also one that enjoys high viewership amongst our target segment. The show gives viewers a superb visual insight of the best of Australian culinary experiences and this could be a catalyst to create desire among the audience to personally indulge in some of those experiences,” explains Nishan Kashikar, Country Manager India, Tourism Australia.

The presence on the show also helps in creating higher visibility and stronger recall for the brand. “We believe it is the right platform to reach out to our audience and have also been receiving fabulous feedback from avid viewers of

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Quick Facts In their annual report 2011 – 2012:

n Foreign Tourist Arrivals from India went up by 5.4 per cent n The Asian markets are at the forefront of Tourism Australia’s focus. These are led by China, but also include Japan, Korea and the emerging India and Indonesia markets. Last year, these Asian markets delivered 2.4 million of the 5.98 million international visitors to Australia n India is currently Australia’s 10th most valuable inbound tourism market, with more than 153,000 visitors spending over $700 million in 2011/12 Source: Tourism Australia annual report 2011 - 2012

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Q&A Kunal Kapoor Executive Sous Chef Leela Kempinski Gurgaon

The Desi Tadka

With MasterChef India Season 3 all geared up to begin this year, MasterChef judge Kunal Kapoor shares his point of view on India, Indian cuisine, and tourism that can be intertwined effectively.

Q

Has MasterChef India been able to gain the popularity of its Australian counterpart?

I think MasterChef India has already done that. I do not know the numbers, but Indians are 1.25 billion.

There is a huge community of Indians abroad too. Therefore, whenever we talk about Indian food, we talk to one of the biggest communities across the globe. MasterChef Australia is very popular, worldwide.

If you go by numbers, we are one of the most watched shows. The advantage that Australia has is that they film in a language known worldwide. We film the show in Hindi, so that a local person in one of the villages understands and knows what different foods are all about.

They are our target audience along with the learned metrosexual guy or girl. Our show is not just about cooking but empowering as well. These are areas that women are always immersed in, but the show generally illustrates all that people take for granted.

Q

MasterChef Australia has highlighted various places in their shows. Do you think MasterChef India can do the same?

We can do that, but what we are targetting is the different states in India. We are planning to bring out the diverse culture of the Indian states and explore the ‘desi tadka’

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Business perspective Lesser known places have gained in awareness

Veneeta Rawat – Director, Amazing Vacations MasterChef hasn’t directly influenced people to travel to Australia. Of course, it has made them more aware of the destination.

The regular Indian tourist visits major cities like Sydney, Melbourne, Cairns and the GoldCoast. The second-time traveller and the VFR segment, probably goes onto the more unexplored routes. Self-drives have become increasingly popular, given the fact that Australia drives on the same side of the road as India, and an Indian licence is valid to rent a car in Australia. Yes, Tasmania and Kangaroo Island (part of South Australia) have gained popularity and we have sent some clients that way, all in the past year.

Generating interest in tourists

Heena Munshaw – Managing Director, Beacon Holidays Masterchef Australia is awesome and followed by many Indians regularly. It has increased interest from evolved travellers who want to explore international cuisine and visit the local vineyards and markets. Definitely, there is potential of using this channel and marketing the destination in a more experimental way for our outbound travellers.

n Customised culinary tours

We have had clients who have done cooking classes in Sydney, clients who have visited vineyards and local markets in Melbourne, like the Victoria Market, South Yarra and Praharn Markets. The Adelaide Central Market tour is also amazing.

The culinary experiences in Australia have tremendous variety, and we see more and more people including such experiences in their itineraries.

n Upping numbers

Yes indeed, we have had a trickle of increase to South Australia, but this region still has to grow in terms of awareness.

the show,” he adds. Being telecast worldwide, the programme helps in building recognition for the places and the authentic food specialties.

the competition, which help audience get a glimpse of the destination, its culture and breathtaking views. Thus, a week was dedicated to Tasmania on the show’s fourth season, which saw the teams scurrying around Glimpses of in the famous Salamanca Market Australia in Hobart. In another challenge, Australia has no dearth of the contestants had to serve at natural and scenic wonders. an afternoon tea at Launceston’s It is also popular for its Cataract Gorge for 100 guests. abundant fresh produce, While some visited local farms variety of seafood, multito pick fresh ingredients for Nishan Kashikar cultural influence in food, their dishes, others milled flour Country Manager India, Tourism Australia and their typical style of in Oatlands. Australia’s spectacucooking, including the famous Aussie lar Kangaroo Island also hosted a special barbeques. The reality food programme master class for the contestants. The has segments where participants explore famed Sealink ferry transported the team markets, farms and outdoor settings for to the island.

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FOOD TOURS DOWN UNDER

Mary McNeill, a former pastry chef, established the Gourmania Food Tours Tasmania in 2011. It was her interest and enthusiasm for what was taking place in her hometown, Hobart that led her to start a business in food tourism.

“Hobart is undergoing a little renaissance. Local chef’s are creating menus with an emphasis on using local produce.

Winemakers are moving to Tasmania in search of cool climate grapes. New boutique brewers, cider makers and distillers seem to be popping up over night. Thus, around this blooming industry, we have a featured a number of food tourism products such as The Agrarian Kitchen and Herbaceous Tours, and farms such as Mt Gnomon Farm, thereby developing farm tourism.”

Targetting Indian audience When the fourth season of MasterChef Australia was telecast in India, you probably noticed the promos and the advertisements featuring Dalvinder Dhami on the show. The Indian origin contestant, Dhami helped create a certain sense of belonging for the Indian audience and tapped every Indian’s curiosity.

“We noticed a trend of Indian travellers demanding new destinations to visit and there has definitely been an increase in demand for places like Kangaroo Island and Tasmania,” says Kashikar.

New Age Traveller “The new age Indian traveller is experimental. “Australia offers an array of cuisines and plenty of good food and wine trails that are

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Rising numbers

Arrivals to Australia for ten months till October 2012 were 1,23,100 - an increase of 3.9 per cent - relative to the same period the previous year.

Leisure arrivals, however, have increased by an impressive 15 per cent during the first nine months of the year.

being considered by Indian travellers with great interest,” Kashikar illustrates. He corroborates his claim with a recently conducted research by Tourism Australia based on consumer preferences and perceptions of Australian food and wine that featured high amongst those who visited and sampled.

For consumers who had previously visited Australia, including those from India, the UK and the US, ranked Australia as No. 1 for Food & Wine.

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In touch with the times

A hotel has to constantly reinvent itself to rise to the competition that it faces owing to the entry of new players in a market. Ankush Sharma, GM, Courtyard by Marriott, Chennai feels that a hotel product should be up-to-date in terms of technology and trends along with having a deft focus on its associates and guests.

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he competition in the Indian hospitality space is such that hotels are constantly looking at differentiating themselves beyond rooms, F&B, services and so on. When it comes to a city like Chennai – which has recently started getting enquiries from hoteliers as a future market – it is also making Chennai hoteliers up their marketing ante. To continue delivering services for a hotel that started six years ago, Ankush Sharma, GM of Courtyard by Marriott, Chennai says, “I think the most unique

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aspect of a hotel is that it adapts to you and thereby differentiates itself from others. For example, if you are looking for a quick-in quick-out business hotel with no frills – it offers that; if you are looking for touches of luxury and to be pampered – it gives you that as well. It’s always changing and regularly adapting to offer a stay that suits exactly to what a guest has in mind for a great stay.”

The 227-room hotel having six suites and five apartments has over the years performed well in the city that has now

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revenue from its restaurants. “In the past year that I have been here – I haven’t seen the palate change one bit. There are new restaurants and they try out different things. But in terms of taste, I feel the liking for food has remained the same with no major change,” remarks Sharma.

Chennai all the way

come to the fore of investors’ interests.

Earlier, the competition was not intracity but inter-city. It is because the cities of Bengaluru and Hyderabad always claimed the bigger share of the hospitality business pie in the south. But the hotel is on firm ground as performance has been good and outlines how the city is shaping up as well.

Performance on track Sharma reveals that Chennai has truly changed the game plan a little in terms of rates and occupancy but on the whole, the impression has been positive. “I see the city only growing, even though the next 2 to 3 years could be a little rocky as a market. The economy and city is aiming to settle. However, once that is done the grass should be green here as well and the sun should shine,” he hopes.

According to Sharma, the hotel has done incredibly well. He says, “I really do not think that we have reinvented anything so radically to score our performance.

Marriott, as a brand, regularly keeps in touch with the times to ensure that the product is up to date in terms of technology and trends.” According to him, the key to the hotel’s success has remained its focus on associates and guests. “This is a tried and tested winning formula and as long as we stick to it… success would be right beside us. We are regularly evolving with our guests and adapting to their needs but our core remains unchanged,” Sharma elaborates.

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Capitalising on its location, the hotel sells packages and offers transfers to the consulates for guests travelling for their visas and other such things Traditionally and as what trend shows, he adds, Chennai gets a dip in the hotter months and that is probably only due to low season. “The hotel has been achieving an occupancy ranging nearly 70 per cent throughout the year and the ADR stands at above Rs 4000 to a little over Rs 5000,” informs Sharma.

The F&B is also doing quite well for the hotel and has been generating close to about 20-22 per cent of its u Ankush Sharma GM, Courtyard by Marriott, Chennai

Courtyard by Marriott, Chennai is located at the centre of the city’s business hub - Teynampet. Sharma says that this location has worked out extremely well for the Group. “Our hotel’s location has been a key to business and the results have been a testament to that. The location puts the hotel at a nearby distance to everything that is important for the business traveller.

Also, if the stay over the weekend which involves some free time, the hotel being right at the centre of the entertainment and shopping district helps its reputation as a leisure outfit,” deduces Sharma. Further, the hotel is also enjoying its proximity to the consulates, especially the American consulate – which benefits a lot. Capitalising on its location, the hotel sells packages and offers transfers to the consulates for guests travelling for their visas and other such things.

The hotel has a reason to celebrate as Chennai is getting recognition as a future MICE destination. Sharma articulates: “MICE business cannot be ignored in this city anymore. With the launch of new

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airport, I think this city would do quite well as a MICE destination. The year 2012 has seen some extremely large scale Pharma conferences. The leather fair is just around the corner and all these engagements have generated a lot of business for the city. The Chennai Trade Center has actually done quite well in providing a venue to handle events of such a scale. The scope for Chennai in hospitality is massive, says Sharma, “Our angle will be to engage with our customers, continue to build a relationship and constantly evolve our product offering, not just to stay with trends but to customise trends to what our customers want.”

For a GM relocating from a different city will have its own sets of challenges in hotel operations. But Sharma believes that every place has its nuances and one has to adapt or eventually adopt the culture. “Chennai is no different.

There are things that amuse or even at times freak me out but nothing so significant or permanent that we need a strategy around it.” The only concern that still remains for Sharma at the moment is trained staff.

A sense of understanding Chennai is regarded as a conventional city to an extent of being immersed in its own culture, language and approach towards life. Does that make Sharma’s task difficult?

“Not at all,” he says. “I have never had a problem in getting across to people – maybe because my interaction is limited. The people of Chennai I feel make a lot of effort to understand an outsider and do try their best to communicate in whichever way they know will be understood by the other, which I think is their greatness considering we are in their surroundings and actually should be the ones adapting to them,” argues Sharma.

He also feels that his wife has played an important role in his approach towards a city. He says, “She plays a big part in wherever I move; our approach has been to come to a place with little or no expectations. We enjoy what we have and are thankful for it when we leave.” The same feeling is replicated at his workplace in order to approach professional commitments with an ease.

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l a c i g a m e s o Th

D w R S B

usiness writing in hotels tends to get monotonous with plain facts and figures, as is the case with all serious reports. Most often, the reader just aims at finishing the report quickly and tends to miss out crucial information, which is often the heart of the writing. Well, we can’t really blame them, as ARR, APC, RevPAR and GOP can frighten people and set in boredom.

But, if the writing is laced with witty words, without diluting the business tone, one may achieve better results.

We hoteliers willingly say, ‘Sorry’, instead of a big ‘NO’, thus transforming the negative effect into a positive feeling.

Because of this, the guest feels better, despite the fact that we are denying his wish. Similarly, the use of similes, euphemisms, chiasmus, and alliteration can set the tone for a great reading. Let’s explore some of these popular word magicians to see how they enliven the writing …

Alliterations It is a fun way of adding similar sounding words; generally, beginning with the same letter leading to a constructed meaning. Alliterations add zest and vitality to an entire paragraph and can produce some laughs/smiles. Let’s take a look at a few examples: » The chef is in a dilemma when

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asked to prepare a diet menu for the VIP guest – the request is for him to avoid butter. Imagine, if the manager says the same thing in an alliterative tone: “Chef, you will never put a bit of butter on your knife for Mr. Burratti.” Just feel the impact. » Or, you can say that the cooker is cooking and chatting continuously. It’s a nice alliteration indeed, never mind, whether the cooker is the chef or the pressure pot. » The French finish their onion soup fast: “The F story.” » The groom took to the room with truffles and mushrooms; made sure that his bride noticed the exotic soaps/ gels placed in the bathroom along with an efficient broom!

Alliterations bring a fresh perspective to otherwise boring facts and figures one finds in a serious monologue. They can be fun and help drive home the facts.

Euphemisms Euphemism is generally a harmless word, name or phrase that replaces an offensive or suggestive one. “Ma’am, we suggest our Spa slimming therapy, which is very good for your image enhancement.” Here the euphemism is working subtly and the phrase comes across much better than if it

Hotel business writing is evolving in a manner to make it interesting by using the facts and figures vital yet keeping the usual monotony of technical phrases at bay.

Venu Rao

were put across bluntly: “Ma’am, our Spa will help you reduce your fat!”

When we say that the occupancy is real low, it’s a fact that is little depressing.

Try using an euphemism instead – “The present Revpars are competing with the bear markets. Those can be scary, but let’s use a parachute to sustain better ARRs.” The central message is still clear (read low rooms), however, the effect is better and lends a positive note. Hope you are with me.

Even simple recipe writings can be made interesting with an euphemism - adding a bright and colourful word for ingredients or the cooking methods. For instance, you can say, “Add the sun-ripened heavenly tomato to the sauce.” It surely brings the tasty zest to the forefront! Rather than writing, “Please add all ingredients and stir,” which is so boring, you can try

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saying, “Lob the butter on to the pan and cascade the myriad coloured veggies, while your hand is busy stirring. Make sure, you are savouring the infusion of colours and smells while the gentle cooking is on.” This does evoke more interest.

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» Helping the good gastric ulcers to flourish.” » Plenty of mouth waterWe have seen how ing food in front of your writing can be perked eyes and ever so hungry.” up with the usage » Not a drop to drink of some simple, yet when you are stranded in effective words, an ocean!” which definitely Most hoteliers develop the bring in life and rich man’s disease, though vigour to mundane they are definitely not rich.

Similes reports The reader Staying in the five-star looks for some Imagine emulating mothers opulence with 24-hour air change/entertainment entertaining their guests at conditioning, smart suits, apart from the basic home and pampering them. high cholesterol food, information This parallel is taken during et all, give them a high training classes to explain life and yet they have to that we need to be good grapple with the middle hostesses for our guests, class problems. Irony can just like our mothers back drive home the point in home. Use of interesting similes in business any business writing, if inserted well in the writing can bring fresh inputs and brighten right context. the content. Training manuals can be written with a perspective to bring similes to Sarcasm good use. Young minds would certainly Rarely to be used in hotel writing. We relate better with the use of similes to help know how it backfires when someone says drive home the point. jokingly, “Hey that cook/waiter is a mess.”

In fact, if he had used the word Metaphors chef or steward, the impact somehow When used in the right context, they can would lessen. be great stimulants for better reading and grasp. In my article, ‘A kitchen consultant Young trainees and sarcasm don’t go breathes life into a kitchen’, I had used together at all, so avoid them at all costs. the phrase: “Chefs should be like smiley “Too many cooks spoil the broth,” is a potatoes and not like grumpy karelas ” This classic example. It’s a downright sarcasm, breathes life into the article. used in party circles or in the banquet Or, “The young chef drowned in a sea of kitchen and its effect is one of sarcasm and onions, peeling them and heaping them insult. The young trainee chefs won’t take into a big mound. Suddenly, there was a it kindly if the boss uses it often; albeit in a gust of wind and he was engulfed by ruslighter mode. Better to avoid. tling and flickering of shadows as the high spiral of onionskins fluttered around him We have seen how writing can be perked like a ‘swarm of butterflies’.” I don’t mean up with the usage of some simple, yet to go poetic, but just to show you how to effective words, which definitely bring in use metaphors in a subtle figurative way to life and vigour to mundane reports. The gain currency. reader looks for some change/entertainment apart from the basic info; effective words can anchor his mind and retain the Irony ideas well. Using energetic writing and Irony can be quite effective and may serve delivering some out of the box thinking, a purpose in business writing. And, in with the infusion of magic words, can yield hotels, ironic situations happen quite often. nice results, which is the central idea of this Comparing a situation with a known ironic wretched writing! event often provides a real life feel. In a hotel, chefs and service staff tend to go on (The author is the Director of the Peacock without timely meals due to the work presGroup, Bengaluru. The views expressed by the sure. Ironic isn’t it? author are personal.)

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Escalating customer

service The Les Clefs d’Or India organised South India’s first concierge training workshop at the Mövenpick Hotel & Spa Bangalore on January 14, 2013. Michael Romei, General Secretary of the Union Internationale Des Concierges d’Hotels (UICH) was in India to address the workshop. He shared his thoughts with the FHRAI Magazine on the vital role concierges are playing in tourism and how Indian hospitality is evolving by adapting to changing services.

Q

How has UICH evolved in the last couple of years as an association? What impact has it made to the hospitality industry so far?

The Union Internationale des Concierges d’Hôtels (UICH) now has approximately 4,000 members working in over 60 countries worldwide, since the demand for luxury services escalated; it is estimated that UICH/LCD members serve more than 126 million guests per year.

Q

It was in 2008-09 when India came to the forefront to have its own Chapter. Now with over 200 plus concierges, how can it bring a positive change to the country’s travel and hospitality scene?

UICH/LCD is a luxury brand itself; we set the standards of personalised concierge service; it is what we do best and we have invented this. We are an organisation that promotes professional hotel concierges as well as develops new and upcoming concierges in an academic way.

Q

What role has Les Clefs d’Or India or LCD played so far to bring forth UICH’s philosophy? How do you assess its significance?

LCD India is the fastest growing member section of UICH out of all 43 sections.

LCD India has become the forerunner of social media marketing; sharing the passion of information with our guests and customers.

u Michael Romei General Secretary of the Union Internationale Des Concierges d’Hotels (UICH)

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Q

What concerns have you highlighted to Indian members at the LCD India training workshop?

My training looks at comprehensive personalised luxury services with an emphasis on the utmost care and comfort of our guests and customers. Since India is a forerunner of social media, I also included a session on social media etiquette, which is essential for any modern day concierge. This was my first time in southern India, and I am so glad to have conducted the training session.

Q

Which are the key things that concierges should keep in mind while dealing with customers?

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Guest needs should get an almost immediate response in less than 24-hours and preferably within 4-6 hours. Personal experiences are part of the latest trends; a concierge should organise something unique and special in the city and hotel.

Q

p Michael Romei, General Secretary of the UICH addressing the workshop in Bengaluru.

Personal experiences are part of the latest trends; a concierge should organise something unique and special in the city and hotel

The Indian hospitality spectrum is wide, small to large, economy to budget and luxury.

How important is the function of a concierge today, irrespective of the hotel’s size and category? How would you convince hotels who think a concierge is just an extension of the Front Office and an additional cost burden?

Each hotel regardless of category or rating, benefits greatly from having their own concierge as it is a symbol of service and represents local expertise, all connected to that city or the hotel.

There are tremendous marketing and public relations opportunities for hotels at any level plus a tremendous return factor for their guests.

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within the hospitality trade Jaya Mishra

Jaya Mishra has been appointed as the Director of Sales & Marketing for Banyan Tree Kerala. She will be responsible for functioning as a strategic business leader, creating innovative strategies to position the hotel, developing concrete business and marketing plans, building a strong team to drive key sales and exploring new avenues of business opportunities.

She was previously affiliated with Marriott International in the role of Director of Sales & Marketing for JW Marriott, Bengaluru.

She is a Post Graduate from Christ Church College, Kanpur University. She also holds a Diploma in interior design and has worked as a freelance design consultant and an art coordinator.

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Corporate Executive Chef The Lalit Suri Hospitality Group

Neesha Mohapatra

Director, Sales & Marketing Banyan Tree Kerala

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Chef Nimish Bhatia

Director of Human Resources Renaissance Mumbai Convention Centre Hotel

Neesha Mohapatra has joined Renaissance Mumbai Convention Centre Hotel and Lakeside Chalet- Mumbai, Marriott Executive Apartments as the new Director of Human Resources. Her mandate includes choosing, training and nurturing the right talent, formulating HR and administrative policies and managing the HR function by developing strategies in alignment to the organisation’s goals and targets.

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Neesha’s vast portfolio includes having worked for prestigious brands like The Unison Hotels Group, The Leela Group and the Intercontinental Hotels Group. Neesha was awarded the ‘Best HR Person of the Year’ in 2009 by Hotelier India. She was also nominated as the ‘Leading Woman in Human Resources in Hospitality for the Year 2010’ by the Women in Leadership Forum.

Chef Nimish Bhatia has been promoted as the Corporate Executive Chef of the Lalit Suri Hospitality Group.

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With over 20 years of experience in the industry, he is known to don many hats. Apart from dishing up the finest in Indian cuisine, he effortlessly manages the culinary operations of the Lalit properties across the country.

He has been certified in HACCP and is a Lead Auditor in ISO 22000.

Chef Bhatia has always been vocal about ‘Food safety management’ and ‘Food cost management, putting in place and standardising several procedures in all of the properties he has been associated with. He was recently seen on the popular NDTV Good Times show ‘Foodistan’, which featured the best Indian and Pakistani chefs in an intense cookoff. Earlier, he was featured on the Upper Crust where he judged the ‘Upper Crust celebrity chefs mystery basket culinary contest’.

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Ramasamy Natarajan

Raheel Ahmad

Stephanie D’ Silva

Director of Sales Fairmont Jaipur

Executive Chef Bengaluru Marriot Hotel Whitefield

Director of Sales & Marketing The Westin Mumbai Garden City

Fairmont Jaipur announced the appointment of Ramasamy Natarajan as Director of Sales. With a Bachelor’s Degree in Hotel Management from the Welcome Group Graduate School of Hotel Administration, Manipal, Ramasamy started his career with ITC Hotel Sonar Bangla Sheraton & Towers, Kolkata.

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Bengaluru Marriott Hotel Whitefield appointed Raheel Ahmad as Executive Chef. He holds a diploma in Hotel Management, Catering Technology and Nutrition from IHM, Bhopal and comes with a rich and diverse experience in creating a wide range of European and Asian cuisine.

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His responsibilities include leadership of the team, overall management of the kitchen, and introduction of new trends in food presentation and dining concepts. Prior to this, Raheel was with Marriott Hotel Jaipur where he worked as Executive Chef.

She has completed her Post Graduate Diploma in Business Management from Xavier’s Institute of Management.

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Prior to joining Fairmont Jaipur in March 2011 as Associate Director, Sales & Marketing, he has also worked with Kingfisher Airlines Limited and Ananda located in the Himalayas as a Sales Manager – Corporate & Travel Agency Sales.

Stephanie D’Silva has been appointed as the Director of Sales and Marketing at The Westin Mumbai Garden City. She has over 12 years of experience in the hospitality industry. D’Silva’s prior assignments include Director of Sales at Taj Hotels, Resorts & Palaces Mumbai, Commercial Sales Manager and Deputy Sales Manager at Taj Hotels, Resorts & Palaces.

Somnath Dey

Vinay Singh

Director of F&B Hyatt Regency Delhi

Accounts Director The Westin Mumbai Garden City

Somnath Dey has been appointed as the Director of Food and Beverage at Hyatt Regency Delhi. He is responsible for leading the food and beverage operations and providing strategic guidance and leadership in areas of business profitability, marketing and owner relationship.

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Somnath earlier held the position of Assistant Director F&B for Hyatt Regency Delhi and was responsible for driving restaurant operations.

Somnath started his career at Taj Bengal Kolkata in 1997.

Vinay Singh has been appointed as the i Accounts Director at The Westin Mumbai Garden City.

He has over 9 years of experience in the hospitality industry. His prior assignments include Assistant Director of Sales, Hilton Worldwide – Mumbai, Assistant Director of Sales at Sai Palace Hotels and Le Royal Meridien and Head Sales and Marketing at KHPL Group, Mumbai.

He completed his Masters in Management Studies from MES, Mumbai University.

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Hush introduces Ultra Lite Roll Away Bed Designed to fit in small spaces, Hush has come up with an Ultra Lite Roll Away Bed that can be easily moved according to the one’s convenience.

Its durable powder coated steel body has a modular design and can be dismantled easily. The product specifications are as follows: n Framing: Mild Steel n Coating: Powder Coating n Mattress: Eco Foam Mattress n Sizes: 78” x 42” x 14” and 78” x 36” x 14”

Innovative self-service system for restaurants Switch - A fast growing mobile technology company announced the launch of its digital menu and restaurant management solution TappyOka. This is an innovative self-service patron ordering system that integrates with restaurant’s Point-of-Sale (POS) system, which revolutionises the dining experience and significantly enhances a restaurateur’s ability to manage, operate and market their business on premise.

TappyOka is a one-of-a-kind six point solution that includes: easily customisable Digital Menu, a full-feature integrated POS system, a power-packed Waiter Module that is built for Android and iOS smartphones, an intelligent kitchen display tablet system to supplement the KOT process, a custom Mobile App that allow restaurants to engage with customers beyond their time at the table and a custom Analytics App that enables management access to visualised reports and business intelligence while on the move.

The system can go live within three hours, and is modular.

TappyOka truly delivers powerful software that is agile, modular and works for all kinds of restaurant operators. One can find more information at www.thisisswitch.com or www.tappyoka.com

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Multi-lingual guest self-service mobile app FCS i-Guest is a multilingual self-service mobile application that lets guests send information for prearrival notification to hotels for a quicker access to a room, view their folio/ account information, order hotel services and receive information about local attractions, restaurants and flight information. It allows the hotel to promote their services, special offerings and guest information while enhancing their unique brand image. It can also support multibrand and multi-property services, so hoteliers can deploy mobile applications for all their properties via one single master app. Guests can access the hotel’s unique i-Guest app directly from their iOS or Android mobile devices from anywhere in the country. For more details please visit www.fcscs.com

SHARP launches all new air purifiers Sharp has introduced Plasmacluster Ion Technology for indoor air treatment. It creates environment indoors by generating negative and positive ions which are created in natural environments like a forest. These ions kill all harmful substances like pollen dust, allergens, virus, mould, gases and foul smell not just from the air but also from the surface of things kept indoors and thus creating a neutral and fresh environment to breathe easy and safe air. The effectiveness of Sharp’s Plasmacluster Ion air purifiers have been verified by renowned academic and research institutes around the world.

It has been certified by the Asthma Society of India and British Allergy Foundation to be most effective in removal of triggers that cause morning allergy and asthma.

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Sleepwell launches Resitec Air mattress Sleepwell recently launched its new mattress Resitec Air in India. It is a combination of scientifically developed Reticool layer and stateof-the-art Resitec Core. The Reticool layer offers advanced air circulation, a technological breakthrough in comfort against heat and humidity. On the other hand, its Resitec Core, with its high resilience Flexi PUF technology, reduces pressure on the body by providing comfort. It comes with quilted Jacquard fabric on both sides, which adds a luxurious feel to it.

The mattress is treated with Health Fresh Technology, an internationally recognised treatment for preventing the breeding of dust mites, bacteria and fungi. This helps in reducing respiratory complaints and proves as a boon to asthmatics.

VITO oil filter system comes to India Sunman Engineering Inc. engaged in providing marketing services in Food & Beverage sector in collaboration with trade partners SYS Systemfiltration GmbH, Germany in India, has launched frying application for hotels and restaurants. The product is a portable oil filtration system, which cleans the used oil automatically in less than five minutes, saving up to 50 per cent of oil costs. The product is safe to use and saves both time and money.

For further enquiries, please contact: www.systemfiltration.com

Coffee Day Xpress introduces ‘Winter Warmers’ Coffee Day Xpress (CDX), the convenient format of Café Coffee Day in spirit of the winter season has introduced a whole new range of hot beverages at its Xpress outlets called ‘Winter Warmers’, available at select CDX outlets in Mumbai, Delhi, Bengaluru, Noida and Gurgaon and will be available till February 2013.

Winter Warmers comprises a range of four delicious hot beverages, such as the Classic Irish coffee, Hot Irish Indulgence, Irish Hot Cocoa and the Tangy Orange Tea, a sweet and flavoured orange tea.

The beverages in this category are priced between Rs 25 to Rs 35. In addition, CDX will be introducing and hosting a series of Coffee Festivals across select Xpress locations in the country.

Creambell introduces Tropical Paradise Creambell launched the Tropical Paradise – the latest addition to its delicious range of ice cream cakes. Tropical Paradise cake has a burst of fruity flavour, exotic cashew nuts with dollops of chocolate.

Speaking at the launch of the Tropical Paradise, Nitin Arora, Chief Operating Officer, Creambell Ice Cream said, “Cashew nuts are among the most premium traditional dry fruits and popular as a festival speciality. Tropical Paradise combines the traditional touch and taste of cashew and pineapple with the rich texture of chocolate to make an exotic combination.

Ice cream cake lovers will enjoy its creamy texture, distinctive packaging and irresistible taste.” The cake comes in a convenient multi-serve pack and is available across the country at the cost of Rs 300 per unit.

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t (L to R) Divyangana Srivastava, Director of Human Resources, Thomas Guss, General Manager, Hema Hariramani, Director of Sales & Marketing and Gagandeep Singh, Director of Operations at JW Marriott Mumbai

Club Enigma at JW Marriott JW Marriot Mumbai re-launched club Enigma on January 11, 2013. The hotel introduced the club with a living room concept where people can host private functions, celebrate personal milestones and achievements that match their personalities. Envisioned as a transformative and multi-functional space, Enigma will house a world class bar by Diageo. The club will offer a unique combination of cultural elements, including music, fashion, art and live acts.

Café Uno presents Amritsar flavours Shangri La’s Eros Hotel, New Delhi will be hosting an Amritsari Food Festival – ‘The Taste of Amritsar’ at Café Uno from February 15 till February 24, 2013. Many of the delicacies emanate from roadside eateries (dhabas) which are famous for their authentic taste and traditional cooking methods.

Guests can now savour this cuisine prepared by speciality chefs from Amritsar. The hotel’s Executive Sous, Chef Ravi Kumar also visited Amritsar to explore the diverse culinary experience that the city offers. The menu has been crafted after tasting authentic Amritsari cuisine at some of the popular eateries in the city. As diverse as it sounds, the food too is a mix of love and hospitality, for which Punjabis are famous.

Jaypee Vasant Continental hosts Ambarsari Food Festival Jaypee Vasant Continental, New Delhi organised the Ambarsari Food Festival at one of its fine dining restaurants ‘Paatra’ during January 11-20, 2013.

It offered sumptuous street food to its customers to relish straight from the rustic bylanes and dhabas of Amritsar. Chef Ahuja Bobby and Sucha Singh brought traditional and authentic mouth-watering specialties of Punjab to Paatra.

Delicacies, such as Rarra meat, Tari Wala Murgh, Boti Amritsari Meat and exotic vegetarian dishes like Aloo Launji, Sarson da Saag, Vadiyan Matar and stuffed Kulchas were offered to guests.. The guests concluded the meal on a sweeter note with special Punjabi desserts like Kheer, Malpura and Kesar di Firni.

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Electrolux Professional demonstrates culinary skills for chefs Electrolux Professional shared Electrolux’s ‘Tandoor Concept’ with chefs in a recently held seminar cum culinary demonstration organised at the advanced training kitchen of Bunts Sangha’s Ramnath Payyade College of Hospitality Management Studies in Kurla (E), Mumbai.

Chef Silvano Costantini, Electrolux Chef Academy, Italy and Chef Varun Bajaj, Corporate Chef, Electrolux Professional Innovation Centre in Gurgaon prepared biryani (in a clay pot), chicken and many other food items for chefs from various renowned hotels and institutes across Mumbai. Chefs from The Oberoi Flight Services, The Lalit Mumbai, Hyatt Regency Mum-

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bai, Sadanand Restaurant and faculty members of RPH attended the seminar.

Speaking on the occasion, Marco Pesce, Country Manager India, Electrolux Professional said, “Electrolux Professional launched its India Innovation Centre in Gurgaon, in Oct 2011, and it is a hub for training, innovation, and demonstration on Electrolux Professional equipment. It has been our constant endeavour to organise customised demonstrations for culinary skills development for catering professionals to display our product innovations in food service, including this seminar-cum-culinary demonstration here in Mumbai.”

“We are supported by Electrolux Chef Academy, Italy, and Chef Silvano Costantini’s visit to share new age cooking technology e.g. sous vide, cook ‘n’ chill, and holding seminars for professionals.

We look forward to bringing more value to the hotel industry as we take these sessions to chefs across the country,” he added.

Aishwarya Nair honoured with Diplôme d’ Honneur Aishwarya Nair, Corporate Food & Wine Consultant of The Leela Palaces, Hotels & Resorts was recently conferred with a Diplôme d’ Honneur by the Corporation des Vignerons de Champagne and the Comite Interprofessionel du Vin de Champagne (CIVC). Rajiv Singhal, the Ambassador of Champagne to India, felicitated the award. Nair is the first Indian woman to receive this honour for her exceptional contribution towards promoting Champagne in India and for proposing the finest Champagne list at the Group’s flagship property, The Leela Palace New Delhi.

The list at the hotel currently features 86 Champagnes.

RNI No. DELENG/2000/1230 Posting Date 15-21 (Every Month) Postal Reg. No. DL-(C)-01/1294/2012-2014 at MBC-1 Date of Publication 12-02-2013