fhraimagazine

June 2012

magazine A MONTHLY ON HOSPITALITY TRADE

Vol 12 Issue. 6 Pages 72 Rupees 50

By DDP Publications

Kitchen Design & Trends

Best consultants in the business articulate the new trends in the making

Creative Designing

Innovative design ideas give a restaurant the edge

Comforting Doubling Domestic Market Sleep

MoS Tourism talks on doubling the tourism potential

Unique pillow proposition as value add for customers

June 2012 Cover Story

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Where Utility Meets Charisma Kitchen design and trends are changing.

New thoughts are giving a new look to the hospitality kitchens making them not only enticing and glamorous but also user friendly. Kitchen consultants/ facility planners comment on the expectations‌ Picture on the cover: Creative Kitchen Planners International

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Cover Story

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News You Can Use

contents EVERY MONTH

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

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FEATURES

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Housekeeping: Cushioning Strategy International hotel chains are finding 40 that giving a pillow menu is an interesting element in their list of marketing a property

Unique Concepts Driving F&B

Technology: Scope Triangle in Project Management The streamlined approach IT 44 Departments should take into account while implementing a project in hospitality F&B: Casual Dining Not Again!

Standalone restaurants are breaking 46 new grounds.They are using innovative themes to give this segment a unique touch

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Inverted Design Approach

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Chef Talk: Theme, Style and Aspirations Food conceptualisation demands 50 much more attention to attract a set of customer groups. A boutique hotel takes extra care to ensure that Think About Pillows

Chairman Publications Sub-committee Vijai Pande Editor Deepa Sethi - deepa@ddppl.com Assistant Editor Sanjeev Bhar - sanjeev@ddppl.com Desk Editor Neelam Singh - neelam@ddppl.com Photographer Simran Kaur

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Advertising Gunjan Sabikhi - gunjan@ddppl.com Delhi Prateek Sahay - prateek@ddppl.com Shovan Kanungo - shovan@ddppl.com Prem Sagar - prem@ddppl.com Mumbai Harshal Ashar - harshal@ddppl.com Kerala Vinu Nair - vinu@ddppl.com

Report

Design Shivali Shakdher

Guest Column: The Positive Signs Bookings in April 2012 in Indian hospitality made significant strides against prior year

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Report: The Way India Spends Concur’s second global report on corporate travel and entertainment (T&E) spends

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In Conversation: Doubling the Domestic Market Tourism MOS talks about the India tourism proposition to grow in the domestic market

FHRAI - Marketing S.P. Joshi

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 Publications 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

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Products & Services

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ITtalk: Intelligent Computing is Here Hospitality management can simplify their ever increasing complexity in decision making

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.

Photo Feature: Visually Inverted Calicut restaurant Mezban presents 58 a unique approach to design with a concept of ‘Inverted Topography’ Taxation: Deductions on Equity Investments Details on the new section 80CCG in the Finance Act 2012

Printed at Cirrus Graphics Pvt. Ltd. B 62/14, Phase-II, Naraina Industrial Area New Delhi 110028

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Events

president’s message

cover story

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technology

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beverage

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Indian kitchen consultants are showcasing new concepts for kitchens and also importing good attributes that one needs in order to enhance the scope of the emerging dynamic hospitality kitchens

Dear Readers, It’s the month of scorching heat when our occupancies take a beating as the number of inbound tourist to our country drop, the Rupee slid at its lowest and when petrol prices are at its peak, can diesel and LPG price hike be far away?

Our cover story in this month’s magazine revolves around ‘Kitchen Design and Trends’ emphasising on our food and beverage segment. Till now, we used to consult interior designers to ornate our guest rooms and public areas, but from last few years, designer’s briefs carry kitchens as well.

These interior designers work hand-in-hand with our kitchen consultants and facility planners who are collectively doing a great job not only in India but also in quite a few countries abroad, showing the talent our Indian consultants possess. Open or display kitchens have become more trendy making them more presentable augmenting engagement of design specialists to plan and present to the guests, our industrial (unlike home kitchens but not to be confused with institutional) kitchens to look like production showcases. Indian kitchen consultants are showcasing new concepts for these kitchens and also importing good attributes that one needs in order to enhance the scope of the emerging dynamic hospitality kitchens.

Foreign kitchen equipment are no longer imported from abroad since JVs with foreign equipment manufacturers have been rampant with our Indian equipment manufacturers.

Double skinned FCUs migrate out of guest room cubicles into spot cooling - capture jets having double skinned hoods that baffle treated cold air without exhausting conditioned air, pumping in treated fresh air, segregating service areas from production spaces, with a clear view of the working Commis.

Foreign companies today have specialised installation teams in India for flooring, wall and ceiling treatments. Engineering advances are thus not limited to rooms but have encroached into our kitchens and onto our plates with chemistry converged out from the laboratory to molecular gastronomy of fusion food.

With the new FSSA 2006 implemented, these advancements are only going to enhance the cleanliness of production areas creating HACCP like standards, supported by umpteen countrywide seminars by FHRAI, the apex body of hotels and restaurants in India and the third largest association of the world in hospitality.

I am thankful to media who have started carrying our FHRAI - PR strategy’s first phase ahead, by creating the importance of our industry in the public domain of Mumbai and Ahmedabad which shall be visible by the time you shall be reading this piece in Pune, Kolkata, Kochi, Chennai, Bengaluru, New Delhi and so on.

Kamlesh Barot President FHRAI kamleshbarot@revivalhotel.com (facebook.com/kamlesh.barot; twitter: @KamleshBarot)

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A Need For United Approach

Vijai Pande

Chairman Vivek Nair Honorary Secretary, FHRAI Sub-committee FHRAI Publications vijaipandit@yahoo.co.in

Hospitality contributes to our national income due to the dexterous endeavour of our industry. Besides that, hoteliers consistently help and cooperate with the government at every step. We are known globally and our message of hospitality and love remain unmatched. Despite all this, hospitality is not getting desired results from our government.

Today, if our governments can ensure the basic civic facilities in cities, i.e., availability of pure drinking water, 24 hours power supply, good roads, general cleanliness, good and well-maintained tourist offices with competent and friendly staff… I am fully confident that our industry can flourish manifolds.

We are service sector, but government departments look upon us as a sector that is expensive and enjoyable but not essential, i.e., a luxurious industry. Every now and then, a new law is imposed on

us and the new law frames its guidelines keeping our industry in mind as an imposition.

We strive hard to increase the income for the government. If laws are simplified and streamlined, the income level can be doubled considering the potential this industry holds. With the interest of Prime Minister in our industry’s issues and deployment of a committee of PMO, I hope that our issues and problems will now be sorted out effectively and efficiently.

The new FSSAI-2006 has been implemented and this is proving to be one of the most complicated laws of India for government and businesses as well. This issue will prove to be helpful in implementing the new FSSAI Act as the cover story is on ‘Kitchen Design and Trends’. FHRAI Magazine is always committed to update its members with latest information pertaining to our

industry. It will also update you on the complications of FSSAI 2006 and government policies from time-to-time.

I request the industry to appoint an F&B graduate nominee for restaurant/ hotels who understands food handling implications to address industry concerns.

We are, in fact, coming up with a small booklet on fire safety in hotels very shortly.

Also, we have plans for many literatures/ booklets on various topics and segments of our industry, in order to educate and update each industry professional.

My concern is that the government that frames any law shall also be equally responsible in simplifying it, educating the concerned stakeholders to ensure it is obeyed seriously and rightfully without harassments.

I assure you that under the umbrella of FHRAI, we all will raise a collective voice to keep any type of harassment at bay.

Committee on Beach/River/Backwater Tourism Vivek Nair Honorary Secretary, FHRAI

had forwarded a representation i FHRAI to the Ministry of Tourism (MOT) for

(MoEF), MOT has the mandate for developing and promoting various tourism destinations rationalisation of Coastal Regulation Zone and products in the country with the help of Rules for the development of Beach/River/ private stakeholders. MOT, by considering Backwater tourism. The Tourism, Travel and the suggestions of the industry and in order Hospitality industry during the discussions in to realise the segment’s full potential in India, various forums have requested MOT to give a has decided to constitute a Committee, with new focus for development of Beach/River/ the approval of competent authority for Backwater tourism by identifying new areas/ identifying new areas/stretches where this stretches which can be developed. segment of tourism can be developed.

While rationalisation of Coastal Regulation Shri Vivek Nair, Honorary Secretary of FHRAI Zone Rules is a subject matter that is dealt has been made the Chairman of the committee by the Ministry of Environment and Forests which would have one representative from

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the tourism & hospitality industry from each coastal state/UT to be nominated by the MOT Members. The Committee may be serviced

by FHRAI and submit its reports within three months. The Committee may consult various stakeholders in the Coastal States/UTs for their inputs. The Committee will also deliberate upon various issues relating to the development of beach/river/backwater tourism and give the MOT a short-term vision for 2016 and a longterm vision for 2030. It would also identify new areas/stretches for the development of beach/river/backwater tourism.

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FHRAI’s Five-Year Plan Initiative M.D. Kapoor, Secretary General, FHRAI

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At the behest of the FHRAI President, our Executive Committee has embarked on an ambitious initiative to formulate a Five-Year Plan for the organisation. The intent behind seeking to institutionalise a formal planning process is to ensure that FHRAI’s strategic priorities remain closely aligned with increasingly complex dynamics of our industry and responsive to the rapidly evolving needs and aspirations of our diverse membership base. The endeavour will be to contribute towards developing a renewed vision for the long-term and arrive at a broad consensus on a practical template of strategies and tactics which can guide our course of action over the mediumterm, irrespective of the annual leadership transitions. In this process, the Executive Committee will also draw on the domain expertise, market research analysis & insights, enhanced media exposure and stakeholder engagement facilitated by our PR agency, LinOpinion. The myriad issues, opportunities and challenges, which are identified, will be explored in greater depth and detail by the FHRAI Brainstormer’s Core and also shared with our various subcommittees for their suggestions on finalising an operational blueprint for effective execution and implementation. In the initial phase, the EC has decided to focus on three pivotal areas:

Government Policy and FHRAI’s Strategy :

FHRAI has always been intricately involved in all facets of policy formulation which impacts the hospitality and tourism industry, both at the central and state level. Recently, we have consciously worked towards expanding our sphere of influence, by scaling up our engagement with key ministries such as Finance, Home, External Affairs, Civil Aviation, Urban Development, Railways and Environment. A manifestation of these efforts includes our extensive pre- and postbudget interactions with MOF, substantive involvement and inputs on rule-making in areas like CRZ norms, FSI/FAR criteria in metro cities, liberalised visa regime, draft national PPP policy, etc. We recognise that economic and legislative reforms have significantly altered the regulatory architecture for business, particularly with the inception of empowered and independent agencies such as TRAI, CCI, FSSAI, etc., each of whom has a direct or indirect impact on our sector.

Our successful and constructive approach to the complexities surrounding the impending implementation of the Food Safety & Standards Act, holds valuable lessons for our future engagement on major regulatory

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issues. Our calibrated strategy on FSSAI has involved creating awareness among our members across the country through an acclaimed series of interactive seminars and workshops as well as sensitising the top echelons of the FSSAI to the industry’s concerns and apprehensions, backed by ample technical and empirical data. We will continue to build on this success by further strengthening and augmenting our research capabilities and re-energising our internal communication and consultative processes.

The recently reconstituted National Tourism Advisory Council, formation of FAITH and setting up of the high-powered inter-ministerial coordination panel on tourism under the PMO, will provide us with additional forums to actively represent the views of our members and advocate their interests.

From a macro-perspective, the principal policy areas of our focus have been in demand for rationalisation of the industry tax structure, provision of a single window clearance mechanism for hospitality projects and granting industry and infrastructure status to the sector.

The imposition of service tax on hotels and restaurants last year was a major disappointment. Our counter-strategy involves a swift legal challenge to this new

levy as well as a continuous dialogue with the government at various levels, highlighting the long-term detrimental impact of this retrograde step on the Ministry of Tourism’s goal to capture a minimum 1% market share in global tourism within the 12th Plan period.

We will also continue to closely monitor the final contours of the GST legislation, as it makes its way through the parliamentary process. Meanwhile, representations have been made to CBEC and the empowered committee of state finance ministers to include hotels and restaurants in the proposed negative list for service tax.

It is gratifying to note that this year’s Economic Survey has strongly echoed FHRAI’s long-standing demand that there be a uniform rate of luxury tax across the country, applicable only on actual and not printed tariff.

After years of persistent efforts by FHRAI, the Union government has last year constituted the Hospitality Development Promotion Board (HDPB), envisaged as a single window for facilitating the multiple clearances required for hotel projects. We must now shift our focus to convince all state governments to set up similar boards headed by their respective Chief Secretaries, as only then will the full beneficial impact of this welcome

Glimpses of the FHRAI EC Meeting at Taj Bengal, Kolkata june 2012 I www.fhrai.com I

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measure accrue to the industry.

The Cabinet Committee on Infrastructure recently approved a harmonised master list of infrastructure sub-sectors, which includes tourism projects and hotels, but subject to certain conditions and exceptions. We have immediately communicated to both the Ministry of Tourism and Ministry of Finance that the narrow definition of hotels in this list appears arbitrary and would seriously limit the intended objective and efficacy of this policy. We will actively follow-up the assurances received in this regard.

Employment Creation

The Ministry of Tourism forecasts that by 2022, the sector would directly support nearly 76 lakh jobs, against the 44 lakh currently. With the assistance of our PR agency, FHRAI would diligently work towards effectively articulating this unique distinction as an integral part of the national discourse on public and economic policy. Highlighting and reinforcing tourism’s role as a catalyst for equitable and inclusive socio-economic development can help correct the bias and misconception which still persists within a section of the government,

movements

events

bureaucracy and even media, that this is an ‘elitist’ industry. Choosing Employment Generation as the theme of FHRAI’s forthcoming GOA Convention, is a significant step in this very direction.

This extraordinary growth in the form of employment opportunities created by the sector, also presents a challenge to the industry ,i.e., a rapidly widening demandsupply gap in trained manpower. As part of our proactive contribution to help bridge this skill-deficit, FHRAI has successfully and enthusiastically partnered with the government for the pioneering Hunar Se Rozgar Tak Yojna. Both FHRAI and the MOT remain deeply committed to expand the scope and geographical depth of this scheme. We will also assist and support the National Skill Development Corporation as it finalises and begins the rolls-out of its sectoral programs.

Environment & CSR

The hospitality and tourism sector faces increased scrutiny from the government, media, consumers and civil society, with regard to our collective commitment to environmental sustainability, societal well-being and ethical business. These are issues which many of our esteemed EC

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members have passionately championed in the course of their own professional journey. Leveraging their inspirational leadership and expertise, FHRAI plans to be at the forefront in encouraging our industry to voluntarily adopt sustainability and csr best practices across the value chain. We will also further strengthen our numerous current initiatives in this sphere by forging innovative alliances with renowned centers of excellence such as TERI.

Conclusion After preliminary rounds of frank and very fruitful deliberations within the EC, the development of a draft plan is now well underway. This working document will also be widely circulated among the executive committees of each of our regional associations to solicit their feedback. As per the agreed roadmap, upon the conclusion of this extensive and structured consultative process, the secretariats of FHRAI and the four regional associations will facilitate the concurrent ratification and formal adoption of the finalised plan document. This would help in ensuring congruity, consistency and continuity, which are the fundamental objectives of this endeavour.

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Claim for

Royalty (Licence) Fees

Pradeep Shetty Chairman Copyright Board Sub-committee

FHRAI has written to the The Indian cable Performing Right feed Society Ltd. (IPRS) to ponder on certain issue pertaining to claim for royalty (licence) fees.

This is in respect of two cases, i.e., playing of pre-recorded music through CDs and Cassettes in the premises of hotels and restaurants by our members and communication of audio/visual musical work as part of amenity to the guests through television sets on the basis of cable feed provided by the cable operator and/or through DTH facilities.

We believe that the demand as made by IPRS on behalf of its members, who claim to be the copy right owners, is untenable in law. I present a few points that have been taken forth to IPRS in detail.

Playing of pre-recorded music on CDs, and Cassettes by our members

in their hotels and/or restaurants is primarily aimed for the benefit of their Guests. They are required to pay Royalty to phonographic performance Ltd. (PPL) which is a society formed under the Copyrights Act representing the interests of the owners of sound recording which by itself is a copyrightable work. Our members are thus communicating sound recording under the Copyright Act 1957.

The sound recording consists of lyrical work and musical work which in itself is an independent Copyrightable work and separate copyright therein comes into existence.

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We state that owner of a copyright has a right

to communicate the entire sound recording which is copyrighted and which includes the right to communicate the sound recording to the members of the public. We state that under the Copyright Act, licence is required to be obtained for the purpose of exploiting copyright in the sound recording, i.e., CDs and/or Cassettes. The owner of such recording has an exclusive right to exploit entire copyright therein including right to communicate the musical and lyrical work to the members of public.

The question of paying any royalty/licence fee to the IPRS, therefore, does not arise in respect of the said display. Our clients state that it is pertinent to note that the owners of such copyright in their turn recover royalty/licence fee from the broadcasters, MSOs, cable operators and/ or service providers as the case may be.

As regards hotels and restaurants which are above three star categories though there is no

restriction on tariff/MRP, our members are entitled to enter into an agreement/ arrangement with the service provider for displaying the TV channels broadcasted by the service provider through cable feed. The TRAI regulation provide for an arrangement for entering into an agreement/arrangement with service provider which our members are following. The question, therefore, of our members asking for any permission/licence from the IPRS does not arise. We state that the issue regarding scope of entitlement for licence fee/royalty of IPRS/PPL is now decided and settled by the Hon’ble Bombay High Court as also the Apex Court.

We further state that in the past, under coercion and threat of

uncalled for criminal action by the IPRS by misrepresenting the position in law, several members of our association were forced to

shell out substantial amounts under the guise of licence fee or royalty by the IPRS though they were not entitled to recover the same.

We state that in view of the aforesaid position in law, we have instructed our

members not to pay royalty/licence fee to the IPRS for the exploitation of prerecorded music or CDs and/or cassettes and/or display of cable channels in future.

We have also instructed our members to initiate recovery proceedings for refund of the amounts which are wrongly collected

by IPRS from various members by misrepresenting the legal position.

We, therefore, call upon you to forthwith withdraw the pro forma invoices

sent to our members for royalty/licence fee under the aforesaid heads and refund the amount which is already collected under duress, failing which our members shall be constrained to take appropriate legal action as they may be advised. However, if our members perform live music or in any other manner utilise the rights which you represent, we will advise our members to pay you licence fees. However, no such fees are payable with regard to the activities enumerated above.

Usha Sharma

Climbing the ladder of success

Usha Sharma has recently taken over as the Additional Director General of Tourism in the Ministry of Tourism. She had previously served the Rajasthan Government for over five years.

Previously, she was the Principal Secretary, Tourism, Government of Rajasthan. She had been a leading force behind the Great Indian Travel Bazaar (GITB), which has become one of the most coveted marts in the South East Asia region.

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Niranjan Khatri Co-chairman Sustainable Development Sub-committee

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A prudent way of approaching environmental issues for all industries would be to address the need of starting re-engineering each organisation’s practices

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The eco challenges cannot be met by a few companies, or by the government.

It requires attention of all industries in a concerted manner by multiple stakeholders. The issues are cross cutting challenges which require innovative solutions from diverse stakeholders.

Therefore, this sub-committee aims to find out the path to achieve results in hospitality to promote sustainable development.

knowledge through capacity building.

It is for each organisation to learn new practices and adopt them as early as possible to avoid regulatory hiccups.

We have also planned many sessions and many have been conducted and will continue as the subject understanding is still in an infant stage. We believe that all stakeholders need to be empowered with responsible capacity building expertise that can be achieved through training.

Our approach in this sub-committee is to take up all issues which are deemed important. However, there is a need to prioritise them into different categories in an order of importance. Having said this, water management is a red flag subject as the management of the same has huge opportunity for improvement just by housekeeping and use of existing ‘plug-in technologies’ which will help to reduce consumption by 30 to 50 per cent! Through FHRAI, we are enhancing

The World Environment Day is celebrated worldwide on June 5. A prudent way of approaching environmental issues for all industries would be to address the need of starting re-engineering each organisation’s practices. It is vital to scrutinise the risks and the inevitable opportunities associated with shifts in weather, potential regulatory changes and the battle over public perception. It is achievable as Internet technology has enabled to gather and share information rapidly.

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Need for Infrastructure Development in Bihar The PHD Chamber of Commerce organised a conference on May 4, 2012, at the PHD House of the Capital. The conference focussed on the topic – ‘A Journey through Religious Bihar’. It was aimed at bringing together on a common platform diverse stakeholders, including senior representatives from the Central and State government, industry and academia, to deliberate on the opportunities and challenges in promoting religious tourism in Bihar. Shri Sultan Ahmed, Hon’ble Minister of State for

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Tourism, Government of India, delivered the inaugural address at the conference as the Chief Guest. Shri Sunil Kumar ‘Pintu’, Hon’ble Minister of Tourism, Government of Bihar, also graced the occasion as the Guest of Honour.

Shri Kapoor, while lauding the recent strides made by the state in augmenting physical infrastructure and improving connectivity, highlighted the imperative of leveraging innovative Public-Private Partnerships to provide a further impetus to the state’s tourism sector. He urged the FHRAI was represented at the conference government to consider making available by its Secretary General, Shri M. D its surplus land bank to the hospitality industry on affordable long-term lease Kapoor who was invited to address the or as a co-development model, which audience in a technical session titled – ‘Need of Infrastructure Development for would help attract investment and aid sustainable capacity expansion.

Flourishing Religious Tourism in Bihar’.

MBA in Hospitality ADMISSION - 2012 FHRAI INSTITUTE OF HOSPITALITY MANAGEMENT

offers

Job oriented course with 100%placement assistance since the Institute is owned and operated by the hospitality industry

Master of Business Administration in Hospitality Management (FULL TIME REGULAR COURSE FROM IGNOU)

Eligibility: Duration:

Graduation (any stream) Two years

Salient Features:Fully Wi-Fi enabled campus with power back up State –of- the-art Practical Labs Separate hostel for Ladies & Gents with Gymnasium facilities Financial assistance for deserving candidates 100% internship and placement assistance in member hotels and (abroad as well).

How to Apply:

Prospectus with application forms are available at FHRAI INSTITUTE OF HOSPITALITY MANAGEMENT, GREATER NOIDA, Campus on payment of Rs.1000/- by Cash or Demand Draft drawn in favour of “FHRAI-IHM” payable at Greater Noida, Uttar Pradesh Forms can also be downloaded from the institute’s website also.

Application form completed in all respects along with necessary documents should reach to the office of the Director on or before 31st July 2012 by 05:00 PM.

Director FHRAI Institute of Hospitality Management

Plot No 45 Knowledge Park III, Greater Noida- Uttar Pradesh- 201306 Phone no. 0120-2323626 Website:www.fhraiinstitute.com , E-mail: director@fhraiinstitute.com

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FHRAI seeks to double participation at Goa Convention

Kamlesh Barot

The Federation of Hotel & Restaurant Associations of India (FHRAI) is looking at garnering a huge participation from stakeholders in the industry for its 47th Annual Convention. Talking about the upcoming convention, Kamlesh Barot, President, FHRAI, says, “Last year, we received around 400 participants at the FHRAI Convention in Bangkok. This time it is a domestic destination and thus, we expect to almost double the participation at Goa.” The association is also reconsidering its decision to hold the convention at Grand Hyatt Goa. The convention scheduled from September 6-8, 2012, will have the theme ‘Employment Generation: Engine of Inclusive Growth’. Elaborating on the ongoing challenge regarding employment generation in the industry and its support to government initiatives towards this goal, Barot feels, “The hotels in both classified and unclassified segment will register a spiral growth in the near future. For bridging the gap of skilled labour in the industry, the Ministry of Tourism has launched a Training Programme called Hunar Se Rozgar Tak, to create employable skills in interested youth who are in the age group of 18-25 years. The number of beneficiaries under this scheme has already exceeded the target. The target was 5,500 persons but till date almost 9,600 students have been trained.” This only means that the hospitality industry is giving full support to this cause of employment generation in the industry.

The President of the apex body representing the hospitality industry has also predicted a flat growth rate for the sector as a result of higher service taxes introduced in the budget this year. According to Barot, the hike in service tax from 10 to 12 per cent in the budget has affected the growth prospects of the sector. “The industry is witnessing a growth of about 5.5 to 6 per cent at the moment. It could have grown at a pace of 8-9 per cent this year. But, government policies are mainly responsible for a Caucus flat growth of 5.5 per cent this year,” he laments.

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Coffee Day Hotels and Resorts opens The Serai Bandipur

Vejay Anand

The Amalgamated Bean Coffee Trading Co. Ltd, (ABCTCL), that owns the brand Coffee Day Hotels and Resorts, has opened its third luxury resort The Serai Bandipur. Located in the Nilgiris, the property has been developed in 35 acres land adjoining the forest area of Bandipur National Park.

The Serai offers a variety of accommodation options ranging from the understated luxury of log-huts, to the residence, with private roof-tops, with day-beds and independent courtyards, with its own sit-out area and private verandahs. Commenting about the resort, Vejay Anand, President, Marketing, Coffee Day Hotels and Resorts, said, “The Serai Bandipur provides one with the perfect natural setting and blends it with luxury. After delivering services at our Chikmagalur and Kabini properties, this property aims to extend our hospitality.

IRCTC joins hands with ITDC IRCTC and ITDC have joined hands to

provide improved hospitality and tourism services for their customers by making use of their expertise and vast network of facilities all over the country.

An MoU in this regard was signed at the Ashok Hotel, New Delhi, on May 18, 2012 between Rakesh Tandon, MD, IRCTC, and then CMD, ITDC, Dr. Lalit K. Panwar.

With this cooperation, both the organisations will work towards the Rakesh Tandon development of joint tourism products, opening and managing various catering and hospitality outlets, budget hotels, etc., utilising their joint strength at railway and nonrailway locations.

ITDC’s HRD Division, with its expertise in running the Ashok Institute of Hospitality and Tourism Management, will impart service training to the IRCTC staff. It will also train the security staff for the tourist trains.

IRCTC, on the other hand, that has an experience of managing www.irctc.co.in, the largest e-commerce site in the Asia Pacific, will render IT solutions to ITDC. The corporations will also work together towards the development of lounges/meet and greet services for tourists; event/conference management services; and marketing of other parties’ products and services to their own customers (through both physical outlets and websites).

Speaking on the occasion, Tandon hoped that a favourable result would come out of this association, while according to Dr. Panwar, it would definitely benefit both the corporations and the tourism & hospitality sector at large.

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Sealed Air’s Diversey business launches innovative floor care machines Sealed Air’s Diversey business has launched its new line of TASKI by Diversey floor care machines. The new line of TASKI Equipment machines features a robust and durable design with long-lasting components, and is developed to meet specific needs in various sectors such as building care, retail, hospitality, industrial and healthcare sectors in the local environment. The machines combine innovation with superior design to meet India’s needs for a durable and high performance floor-care solution. During the launch, Himanshu Jain, Vice President, Indian Subcontinent, Sealed Air, said, “The TASKI range of solutions is well-known in the industry and is the preferred solution across the whole spectrum of the Indian marketplace.

To meet our customers’ specific needs, we have built on the TASKI legacy further by developing a new line of machines in Asia for Asia.”

According to the company, compared with conventional floor care machines, TASKI machines reduce cleaning time by up to 15 per cent and improve productivity up to 40 per cent by eliminating repeat cleaning, incorrect dosing and backtracking to pick up excess water. Jon Altenberg, Senior Director, Global Building Care Portfolio, Sealed Air, said, “We recognise that our customers in India have their own unique requirements when it comes to cleaning and hygiene. They are looking for quality solutions that are durable and built to last, deliver the cleaning power they need yet are easy to use and cost efficient.

Local conditions such as high population density, heavy foot traffic and extreme climate conditions demand a best-in-class solution. Our machines clearly stand out in this respect.”

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The transition to Radisson Blu Plaza, a premium hotel brand, reflects the hotel’s new personality complete with newly renovated and designed rooms, new ultramodern banquets, a new upcoming Thai restaurant Neung Roi and The Orb, the new avant-garde bar. The new brand identity is a reflection of leading-edge style and comfort with

individual interiors that invoke an inviting and exciting ambiance and offer a vibrant, contemporary and engaging hospitality experience.

Javed Ali, Vice President and General Manager, Radisson Blu Plaza Delhi, said, “The transition to Radisson Blu Plaza marks the culmination of our renovations exercise, the last phase of which is currently underway and should be completed by the next month. The new brand also reflects new service initiatives such as Complimentary Breakfast, Airport transfers as well as Complimentary Wi-fi access for all rooms in the hotel, Early Check In, Late Check Out, Super Breakfast, Grab-n-Run, Express Laundry, et al.”

Winterhalter scores for its warewashing technology

Warewashing specialist Winterhalter Gastronom GmbH in Meckenbeuren wins the Readers’ Choice Award Best of Market 2012 in the category warewashing technology, which was presented at the Internorga trade fair (Hamburg). The award is based on the market research conducted by three German specialist journals FirstClass, 24 Stunden Gastlichkeit and GVmanager on the market and buying behaviour in the out-of-home market in 2012. Ralph Winterhalter, Managing Partner at Winterhalter Gastronom GmbH said, “We are very proud to have been selected for the award BEST of Market in 2012 by our readers. Especially given the fact that in 2010 we were at 3rd place.”

In a survey carried out at the end of 2011, around 2,400 decision-makers from the hotel, the gastronomy

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India gets its Radisson Blu Plaza in Delhi Radisson Blu Plaza Delhi has become India’s first Blu Plaza business hotel.

The existing hotel traversed through many names starting as Carlson Hotels’ flagship hotel in India. It was changed from Radisson to Radisson Blu and now, eventually to the Radisson Blu Plaza.

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and the commercial catering industry were asked to assess 400 manufacturers of the gastronomy supply industry regarding price/performance ratio, quality and service. The awards went to the three best in categories including cooking technology, warewashing technology and coffee machines (amongst others).

“This year’s results show once again that the market leaders have retained their positions within the industry for a reason,” Winterhalter added. This is how Annemarie Heinrichsdobler, publisher and editor-in-chief at B&LMedienGesellschaft, summarised the results. “The award serves as endorsement for us and motivates us to continue on our successful path and to improve it, especially with regard to price/performance ratio, quality and service, always for the benefit of our customers,” he summed.

Ralph Kölch, MD of the Business Unit Germany, Winterhalter GmbH is happy about the award BEST of Market 2012

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Assotech plans serviced residences

across India

Zero debt firm Assotech Realty, known for its serviced residences and real estate projects in Delhi NCR, launched an eco-friendly business park – Assotech Business Cresterra (ABC) – earlier this year. It has also outlined 4-star serviced residences named ‘Sandal Suites’ as part of its mixed used development in Greater NOIDA. Talking about the Sandal Suites, Neeraj Gulati, Managing Director, Assotech Realty, said, “There is a huge potential in serviced apartment segment to grow. Keeping in mind the increasing corporate travel and shortage of hotel rooms in India, we will be taking a pan India stride by opening Sandal Suites in 25 cities across India over the next decade. We are looking at an investment of Rs. 250 crore in the hospitality segment.”To start with, ABC will have a high-end retail wing ‘Sandal Street’ offering street shopping experience along with multicuisine restaurants, food court and coffee shops.

Neeraj Gulati The campus of ABC will be spread across 14 acres of land in which Sandal Suites - comprising 142 deluxe and premium accommodation options – will be positioned as a 4-star level luxurious serviced residence complex. It is expected to be operational by the end of year 2014. Gulati observed, “Apart from stay options, Sandal Suites will also have an ultra modern club house with gymnasium & spa, terrace swimming pool and a poolside lounge & bar.”

Further, the project has been planned on the intelligent energy-efficient Green Building concept by adhering guidelines of the LEEDS Gold Certification. At the moment, the location which is in proximity to the DND toll road at Sector 135 on the NOIDA Expressway, a hub for multinational firms, offering excellent visibility and accessibility, commands Rs. 5,500 per sq ft which is expected to grow manifold in the coming years. Gulati articulates, “The IT/ITeS growth is tipped to be three-fold in the next seven years. Following this, ABC will command a value proposition, as it offers diverse investment options in office spaces and serviced residences. The office spaces are available on an assured attractive rental return, whereas Sandal Suites are based on the unique concept of monthly operational return where Assotech Realty manages and maintains the property. The customers/ investors continue to earn monthly rental income, estimated at 12 per cent upwards, depending upon the occupancy. The company is undergoing land negotiations in many cities like Hyderabad, Mumbai, Bengaluru and Goa to name a few.

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Dunkin’ Donuts plans to open around 10 stores by March 2013 Jubilant FoodWorks, an India food service company, has brought a world-renowned coffee and baked goods restaurant, Dunkin’ Donuts to India. Making Delhi their first base, this American chain is all ready to capture the Indian market by offering a range of assortments ranging from a hot flavored coffee to donut, bagel, muffin, etc. The company had entered into an alliance with Dunkin’ Donuts early last year to

Ajay Kaul

bring home the brand. Founded in 1950, Dunkin’ Donuts is America’s favourite all- day, everyday stop for coffee and baked goods. The company has more than 10,000 restaurants in 32 countries worldwide.

In India, the Dunkin’ Donuts restaurant branded as “Dunkin’ Donuts & More” will offer the best of its international menu as well as products developed specially for India. Ajay Kaul, CEO, Jubilant FoodWorks Ltd., informed, “We are happy to launch our first Dunkin Donuts location in the heart of the Delhi, Connaught place. The menu created for India was a result of more than a year of development by the culinary team of Dunkin’ Donuts India collaborating and working very closely with chefs from the Dunkin’ Donuts culinary team based in the United States.” One of the first investments that Jubilant FoodWorks made was the setting up of a world class R&D kitchen. “We appointed the best in class culinary resources to come up with a winning menu suitable for the Indian market,” Kaul said.The menu will feature a wide range of Donuts, Dunkin’ original blend drip coffee and espresso based beverages. The menu for India also features a wide assortment of sandwiches served on artisan breads such as focaccia, croissants, ciabatta, bagels, etc. The beverages menu has also been expanded with fruit milkshakes, smoothies and tea.

Dunkin’ Donuts will occupy the sweet spot in between cafés and quick service restaurants, as it promises to offer elements of both. A great all day menu is directed towards young people with a chilled out, modern and relaxed environment.

They plan to open 10 stores in the present financial year in different formats. All the restaurants will be owned by Jubilant FoodWorks as they are not looking for any franchises for the next three years.

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Toshali Resorts opens a property in Ratnagiri Toshali Resorts International launched its latest property in Ratnagiri, which is known for its Buddhist heritage site.

This comes as a strong advertisement for the Buddhist tourism as it becomes the property in close proximity to the heritage site and is expected to draw occupancy based on religious tourism.

The resort is suitably positioned T. Banambar Patra as it is expected to latch on to the opportunity of receiving travellers visiting Lalitgiri, Udaygiri and Ratnagiri, which together is known as the ‘Diamond Triangle’ of Buddhist circuit. “We have lined up two more resorts, one each at Lalitgiri and Udaygiri to complete the circuit, informed T. Banambar Patra, Managing Director of the hotel group. Odisha has immense potential to attract foreign tourists especially from South East Asian countries and Sri Lanka because of its Buddhism and Kalingan connection.

Toshali Group was earlier awarded four Odisha Tourism-owned accommodation units to be developed on Public-Private Partnership model.

New Resort All the properties are located in the Buddhist circuit of Pathrajpur, Ratnagiri, Udayagiri and Lalitgiri. The Ratnagiri property, having opened recently, offers 20 rooms including two suites. The property is still going through a renovation of a coffee shop and other amenities to meet the tourists’ requirement. “We will be adding swimming pool, health club, spa, coffee shop, library and a conference hall with a capacity of 60 pax as part of the renovation,” Patra informed.

He said that the company is working to complete all the work within next four months.

The resort at Ratnagiri happens to be the group’s sixth property which spreads across an acre of land and has been a renovated structure. It was earlier known as Pantha Nivas. To add on another attractive proposition, the Gurgaon-based hospitality Company has opened an authentic Odia cuisine restaurant in the resort which is tipped as the first restaurant near the heritage site. “Offering the first restaurant service at the Ratnagiri Buddhist Heritage site is a proud moment for all of us. It is a humble initiative from Toshali to cater to the needs of tourists coming from across the world”, said Patra.

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Where utility meets charisma Hospitality kitchen in hotels and restaurants are no longer lone rectangular zones that are used just for F&B production. They are etched as revenue-based priority in the blueprint of the projects where consultants are bringing a new perspective to the fore. Kitchens are becoming trendier not only by addressing dynamic demands of hospitality economics but also by responding to the practical usability approach that the professionals demand.

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To address above mentioned issues, consultants are working in tandem with architects and even taking inputs from chefs (wherever applicable) to ensure that the level of gadgetry and design elements adopted in a kitchen address the core kitchen demands, i.e., hygiene, ease of working and comforting atmosphere, in addition to something that pleases one and all. Moreover, the aim is always to reduce the cost of operation and increase efficiency manifolds.Increasingly, establishments are taking kitchens to communicate with customers or diners. In developed markets, kitchen is as much a part of front of the house as it is at the back. The trend has percolated in India too and a sense of newness is visible in our so called desi kitchens… whether serving tandoor or the Continental or Japanese. A believable alter in kitchens is making sense in every respect. They are aesthetically charming with no point less in their functionality assessment.

A Lot More is Desired

It is not just food that sells anymore, it is the method that make F&B a successful venture.

onsider this. Consultants say that on an average, the number of chefs operating in a kitchen is reducing.

Further, the need is to showcase one’s kitchen in an unconventional form, as it is not just food that sells anymore. It is the method in which the sales proposition of preparing the food has become an integral parameter to make F&B a successful venture. Therefore, taking these few of the numerous reasons into account justifies the recent trend to make commercial hospitality kitchens far more attractive in terms of looks, efficient with superlative equipment and foolproof planning keeping ‘Time & Motion Study’ in mind. The emphasis is on giving kitchen efficiency a much needed lift.

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Modern Kitchen Attributes

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SANJEEV BHAR

analysis

Commercial kitchens are expected to do just beyond the conventional norms of cooking and adorning the platter for final service. Though, with respect to India, a lot more is left desired. The upscale international brands going with international consulting firms to design their respective kitchens in India is still vociferous. Investment in R&D is yet to be seen coming in a big way when it comes to getting quality products that are heart and soul of a commercial kitchen. Still, most hotels are importing equipment. Quality is a questionable entity in India and is getting its share of attention at a snail speed. This can be said because many Indian consultants are proving their mettle by bagging notable international projects offshore.

This Cover Story features open-minded vision of some best known consultants in India who have tasted success and articulate the ongoing design and trends in hospitality kitchens, in addition to what are the smallest of things, hospitality businesses should brace itself with to make their commercial kitchens dynamic.

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Kitchen design&trends

Indian equipment manufacturers need to invest on R&D Rajat Rialch Principal Consultant HPG Consulting

The imperative changes vital for hospitality kitchen designs

Kitchen design depends a lot on quality products. India, in this respect, is not at par with the international standards when it comes to kitchen equipment manufacturing for the hospitality industry kitchens. Also, there is no intervention from the Government to promote the existing players in manufacturing to lure them to invest in R&D. For example, there is no single Indian kitchen equipment manufacturing company that has lazer cutting machines.

The manufacturing has to be strong to give fillip to bring about a design element in the basic hospitality kitchens.

Trends expected…

Hospitality developers these days are focussing on budget, hygiene factors, energy efficiency, safety, among many other things. The present scenario will force hospitality to see more front of the house kitchens. Kitchens are getting towards adopting residential feel which is light in look giving a more personal feel.The industry will move towards using more secured and safe equipment which contribute to the holistic approach of the design.We always ensure to bring kitchen equipment that are of UL and CE Standards.

The trends is that kitchens are taking into considerations some integral characteristics like hygiene, design element reflecting aesthetic appeal, energy efficient approach, integration to BMS, etc.

Regarding equipment, Spanish and Italian equipment are turning out to be cheap to be used in India.

The implementation of new Food Safety & Standards Act (FSSA) 2006 is definitely going to improve the condition and the way hygiene is being looked at by the budget hotel segment in India.

Advice to hoteliers and restaurateurs…

During any project, Indian companies show lack of coordination, including manufacturers to project executor. For hoteliers, it is

The industry will move towards using more secured and safe equipment which contribute to the holistic approach of the design imperative to connect as many restaurants/outlets to a single kitchen to reduce efforts and capital investment. Construction should start when the financial closure for the project has been done with all consultants onboard to identify the budget allocation and restricting the project cost.

What makes HPG Consulting stand out?

Our firm stands for ‘value for money’ approach. We’re not the cheapest and our project costs are higher on an average basis at a competitive level. But our concentration is on quality R&D and functional approach we bring about. We are working on some around 15 projects including some international ones in Bangladesh, Eastern Europe, Sri Lanka, Africa and so on. Due to this, we know and understand the international trends and cross learning keeps us always on our toes.

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Provision for space has to be optimised M. Ram Vittal Rao Principal Design Resources Consultant Vital Concept Design

The imperative changes vital for hospitality kitchen designs

Many customers have had opportunities to travel all over the world and discover cusisines that have a visual appeal. Also, changes in lifestyle have been created due to types of cooking processess or using specifically categorised ingredients.

The kitchen equipment production processess have vastly improved and new technology, added to cooking process, has helped chefs turn out more healthy and visually appealing dishes.

Trends expected

Some hotel brands are literally bringing the kitchen as a part of the restaurant. What remain hidden are some storage spaces and dishwashing areas. Others are completely removing all display activites from inside the restaurant.

Presentation of the food is now also coupled with molecular gastronomy with more emphasis on simplicity and use of colour to enhance the mood of the customers.

Kitchens are becoming smaller with the advent of automation and multi-skilled employees, saving on built-up spaces. Similarly, the basic processes of meat, fish and vegetable production are being outsourced so again employee manning levels are lesser. Therefore, space is saved from the construction point of view and also from the operations overheads.

Kitchens are becoming smaller with the advent of automation and multi-skilled employees, saving on built-up spaces

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Advice to hoteliers and restaurateurs‌

Provision for space has to be optimised. Preferably, spaces should be cohesive to a greater extent offering wider footprint of the kitchen that should be able to serve many outlets on the same floor level rather than get broken up as separate work centre zones on different levels. Indian hospitality spaces are still very constrained as developers believe in maximising the front areas and squeezing the support spaces. This has to be re-looked at such that support spaces get their share of optimised efficiencies.

What makes Vital Concept Design stand out?Â

Vital Concept Design has been able to provide quality work to many Indian and international hotel brands not just in India but also in Qatar, Oman, UAE, Bhutan, Maldives, Mauritius, Thailand and South Africa.

We believe that as hotel operations design consultants, we clearly understand the hospitality business aspects with a better grasp on the total hotel and not merely of segregated spaces.

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Delivering commercially successful business models Sonia Mohindra Director Under One Roof Hotel Consultants

The imperative changes vital for hospitality kitchen designs

Kitchens are the heart of a successful F&B operation. The first priority for any kitchen is the ergonomics of operation, i.e., the working triangle and the ease of movement within the same. Since the number of chefs in an operation is reducing, so the degree of mechanisation must be carefully considered providing time saving tools within easy access of the working triangle. Most vital is the change in how we look at energy consumption in kitchens. New design should focus on reduction in electrical energy and other forms of energy consumed both from a cost point of view as well as a necessary contribution to ecology.

Trends expected

Display kitchens are the trend for coming 2-3 years. What we will see is an advent of show kitchens vying for attention as the centre-piece of design rather that just an accessory on the side. Such kitchens, besides being practically competent, will have to be aesthetically appealing too.

The type and style of equipment, their placement and interplay with interior materials like Stones, Granites, etc., used for the counter and wall claddings, the hardware fixtures for taps, counters, etc., all have to be coordinated with the interiors of the restaurant. A perfect example of such a place is the restaurant L’Appart at the newly opened Sofitel on Sukhumvit, Bangkok.

Set on a rooftop, the restaurant is designed as a Parisian Apartment with the kitchen being an open centre-piece...

No glass, no p a r t i t i o n s. . .

And the entire

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character of the dining experience is derived out of literally eating in the kitchen. Besides, the chef in action is a superlative experience even for the well-heeled diner.

Advice to hoteliers and restaurateurs‌

Kitchens are first and foremost practical work horses and nothing should ever undermine that factor. Refrigeration, adequate work tops, balance between hot prep zones and plating spaces for the chef must be planned correctly. Given the high cost of real estate, compact back areas need to be planned, especially in metro locations and standalone restaurants.

In next 2-3 years, we will see an advent of show kitchens vying for attention as the centre-piece of design rather that just an accessory on the side Refrigeration is the back bone of a kitchen and cold rooms must be added wherever possible. Adequate work tops with refrigeration below are important to ensure quality output as well as prevent wastage–the single largest unnecessary cost head in a balance sheet.

What the Indian industry can do is to start to concentrate on the finish of the equipment we purchase. Indian hospitality uses a mix of custom-built and bought out imported pieces. The finishes of the steel usually do not match and can make a well-designed kitchen look aesthetically unappealing.

What makes UOR stand out?

At UOR, we believe in delivering restaurants and hotels which are commercially successful business models for the owner/promoter and creating lasting brands which customers can keep coming back to for quality F&B.

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Planning for future upgrades Rashmin Perla Partner Principal Signa Design

The imperative changes vital for hospitality kitchen designs

The advent of LEED Certification has led to a new thinking viz., water and waste management. The need today is to have multiple catering options to overcome food fatigue that has increased and the capital outlays that are required for greenfield set ups.

Trends expected

Increasingly, firms we work for and are being engaged by require upgrades or new projects to be more socially responsible, making the cafeterias we design more aesthetically pleasing, wider acceptance of HACCP, and stateof-the-art garbage handling and recycling systems.

Advice to hoteliers and restaurateurs‌

Plan for future upgrades when planning your services, look for new concepts and technologies that will help you reduce manpower and energy and finally get certified for HACCP.

What makes Signa Design stand out?

We believe in a balanced approach coupled with issues that may be very India specific (such as unskilled manpower, poor adherence to training standards), in our design approach.

With over 150 projects completed in the last decade, we believe our in-depth understanding of various issues that may crop up during operations have all been well sorted out.

The need today is to have multiple catering options to overcome food fatigue

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Rising competition amongst equipment vendors Imtiaz Mistry Proprietor Mistry Associates - Hotel and Restaurant Consultants

The imperative changes vital for hospitality kitchen designs

Today all kitchens have to be designed to adhere to HACCP guidelines.

Increasing importance is being given to the MEP services installed in kitchens, such as plumbing & drainage, electricals, lighting and exhaust systems. Labour saving kitchen devices and appliances, once a luxury, are a necessity today.

equipment manufacturers will set up manufacturing plants in India, as they are presently doing in China, to take advantage of cheap labour.

A number of joint ventures with Indian companies are already on the anvil.

Briefly said, there will be more competition amongst equipment vendors, with the entry of more foreign vendors, and therefore, our standards will automatically get upgraded.

Advice to hoteliers and restaurateurs‌

Hoteliers and restaurateurs should allocate adequate space at the project planning stage for the kitchen and ancillary areas, through their architects, to allow for proper planning Trends expected

The concept of display and interactive kitchens will continue to be popular. The only change is that hoteliers will now show-off almost the entire kitchen, and not just a small live cooking section, which will necessitate very high standards of hygiene. Newer materials will be used for flooring, wall cladding and false ceilings. Providing fresh air-conditioning in the kitchen will be a common feature for comfort cooling.

A lot of custom fabricated equipment will be made for our hotels at factories in Dubai, Sharjah, Malaysia, Indonesia, and of course, China.

Induction cooking is making its inroads everywhere. It will soon be used for bulk or quantity cooking, replacing our traditional bulk cooking ranges. I also foresee that a number of European food service and

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I would recommend to them that adequate space should be allocated at the project planning stage for the kitchen and ancillary areas, through their architects, to allow for proper planning. I would also recommend engaging the services of a food/kitchen consultant, rather than trying to economise and instead of using a vendor for planning.

What makes Mistry Associates stand out?

Our Firm, Mistry Associates, is a hospitality consulting firm that specialises in facility planning for hotels, which includes the planning and designing of kitchens and all back of house areas of three to five star hotels. We have undertaken projects all over India, as well as in Dubai, Africa and Malaysia.

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Start with the end P. Sravan Kumar Consultant Excellence Hospitality Projects

Without any ambiguity, please invest in technology, which conserves water and cuts down on pollution caused by kitchens

planned in conformity to HACCP norms, or GMP of ISO 22000 norms. The Food Safety and Standards Act (FSSA 2006) has made one realise the importance of scientific management of entire food handling, especially kitchen management, and the results are seen in the form of newer kitchens.

Advice to hoteliers and restaurateurs…

The imperative changes vital for hospitality kitchen designs

More and more establishments, be it hotels, restaurants, industrial catering units, tend to showcase their kitchens. Hence, there is a perceivable shift in making the kitchens more aesthetic besides making them functional and efficient. How a kitchen looks today is as important as what a kitchen does and is expected to do.

Trends expected

The trend is already visible. Kitchens of today and tomorrow focus on scientific approach. One notices that most promoters seek kitchens

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Without any ambiguity, please invest in technology, which conserves water and cuts down on pollution caused by kitchens. Look for possibilities of using more and more recycled water, ensure the kitchen exhaust system has sufficient built-in safeguards to arrest air pollution, and check that the entire kitchen is designed to be cleaned easily and maintained with least difficulty. Concentrate on waste water management and solid waste disposal, since they help you retain your environment better for you and for future generations.

What makes Ehp stand out?

• ‘StartWithThe End’ - First we understand the‘end objective’, and then commence planning and design. We have often refused assignments which sought retrofitting of some working plan in a given space.

• ‘Concept To Success’ - We have always hand held the clients till the initial glitches, both technically and operationally, have been overcome.

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Creative, Design and Kitchen Engineering Alburn S.William President Creative Kitchen Planners International

The imperative changes vital for hospitality kitchen designs

The commissary, or what is called the centralised integral stores, and prep kitchens has become the general approach to hotel kitchen designs for hotels of a larger scale capacity, i.e., 1000 meals and above.The production kitchen is always integral to the banqueting facility when it involves a large capacity. Key city hotels in developed nations where real estate and labour is expensive, are shrinking their stores and commissary kitchens and opting for just-in-time deliveries, if the local supply chain is reliable.

This is already rampantly practised in Singapore, Hong Kong, Australia and Shanghai and I expect this to become the norm for the future.

Trends expected

It depends. Key cities are seeing smarter chefs who have caught on the vision of Noma’s Redzepi, the fat Duck’s Blumenthal, El Buli’s Ferran Adria in the aspects of flavour, techniques, locavore sensitivity and culinology. We are seeing the rampant deployment of technology such as installation of touch pad screens on walls in kitchens for calling up recipes and keying data, as the way of the newer chefs in the business.

We are beginning to put in culinology equipment into finishing kitchens more and more today. Equipment are being designed for multitasking, the last innovative equipment of the generation being the combisteamer. We see the new MKN’s Multichef, for instance, being the next generation of equipment for multitasked functions in a production kitchen.

Advice to hoteliers and restaurateurs…

‘Open Kitchens’ are energy guzzling. One who considers open kitchens needs to remember this aspect and will need to close up fascias with much aesthetic and VAC consideration. In terms of real

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estate, one considering open kitchens should always consolidate the open and back kitchens as one entity and not separately, and orientate the pickup towards the restaurant side. This reduces the walk distance for waiters and enables them to spend more time attending to customers needs. The aspect ratio (length versus breadth) of a restaurant space is crucial, and therefore, dividing up a kitchen versus restaurant space must include efforts to reduce BOH circulation and corridors and reduce walk distances between critical functional elements in the overall plan.

What makes ckpi stand out?

Our mission is‘Creating forefronts in Foodservice design’. Every project is unique. We abhor the cut-paste approach to design. As a philosophy, we do not refer to past project designs as reference materials. We start with a fresh sheet of paper for each project, assess its needs, determine its unique DNA, and develop the plan meticulously and creatively with the various stakeholders for that project. We believe strongly in the deployment of three core skills within our organisation: ‘Creative, Design and Kitchen Engineering’. All three core skills are absolutely crucial to ensuring a unique product for the client at the end of the day.

Hence, we allocate a creative concepter, designer and a project engineer to each of our projects.

Indian Projects in Hand

We do a lot of work in India... the successful projects being SETZ at Emporia Mall, Le Cirque Leela Delhi, China Kitchen Hyatt Delhi and Mumbai, Taste and EEST, Westin Gurgaon, The Deli at Oberoi Delhi, Marriot ICC Pune - all restaurants and kitchens, among others. India is a very important market to us and we are committed to being there long-term, helping our clients to lead the market for creative foodservice experience.

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Cushioning Strategy International hotel brands are adopting pillow menu that not only involves guests to make them a desired choice with a hotel but also passes on an indirect message that the hotel cares about their comfort.

SANJEEV BHAR The right pillow is vital to a healthy back and a good night’s sleep. And, it is a reasonable proposition that can make or break repeat business for a hotel.

The case is so true that pillows are offered on platter with a choice.

Prateek Chaturvedi, Rooms Division Manager of recently opened Pullman Gurgaon Central Park, believes that pillow choice is increasingly becoming important to all market segments.

“It is a good value-add for our guests. We have had instances Rajesh Malliya when the guests are asking what pillow options we have at the time of making their reservation,” he adds.

Sleep

Pullman Gurgaon Central Park

Sujoy Mallik

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Choices & preferences

the most important attributes of a quality pillow are comfort, hygiene and durability, outlines Sujoy Mallik, Housekeeping Manager, Hilton Garden Inn New Delhi Saket. According to him, it’s critical to have the right kind of pillow, whether it’s filled with polyester, cotton, feathers or down.

The right pillow can help prevent neck pain, upper back pain and headaches.

The influx of global visitors is a common trend, it is necessary for hotels to look after their choices and preferences.

As Reetha Thomas, Radisson Blu MBD Noida, says “Customer satisfaction is indispensable to a 5-star deluxe hotel in order to distinguish it from other competing brands.” An extensive research was conducted by IHG which revealed that the majority of its guests sleep on either Ironical to what is believed, according ‘Firm’ or ‘Soft’ pillows. Hemant Malik, the to Chaturvedi of Pullman, pillow doesn’t Executive Housekeeper of Holiday Inn make any impact as such during the first Mumbai International Airport feels that stay experience for a guest. He explains, “I travellers are very particular about their think ‘Pillow Choices’ is not a critical factor pillow choices. “The survey revealed the during the initial stages of guest stay. ideal weight, size and pillow style preferred But once you have a build-up following of by our guests. As a result our guestroom regular stay guests, it can be an important pillows follow mandatory factor in ensuring return visits.” specifications,” he informs.

Gurpal Singh, General Manager, Away from home, sleep Premier Inn Shalimar Bagh, has always remained informs that Premier Inn a difficult proposition actually received fantastic for travellers as the guest feedback on their body finds it difficult pillow menu initiative in to adjust to a new the UK. environment over a conditioned preference.

Gurpal Singh Kalra For a frequent business traveller, it is particularly never easy to get a good sleep. “Reason could be A list of pillow options definitely offers anything, sleeping in unfamiliar beds with variety to the guests according to their uncomfortable pillows and dealing with needs and preferences, says Malik. He jet lag and time zone, etc. Pillow, in this adds, “Choosing a right pillow is important respect, is a very imperative element in in achieving a good night sleep. If the a traveller’s sleep style,” avers Rajesh pillow is comfortable it is likely to help Malliya, Executive Assistant Manager – the guest relax and feel well rested in the Rooms, The Westin Hyderabad Mindspace. morning.”

Guests seek a healthy Pillow choice is definitely an addition that sleep experience international chains have adopted well and comfort goes and have been implementing them in a long way to the Indian market. The results have been ensure that mixed where men have conventionally sound sleep shown more interest towards pillow is achieved. kept in their rooms. While pillow might A good pillow appear such a small thing, Thomas gives is an essential a lowdown on how important pillow is for element here and a guest. “Guests suffering from physical

an initiative that PAys

impact on customers

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‘

Away from home, sleep has always remained a difficult proposition for travellers as the body finds it difficult to adjust to a new environment over a conditioned preference

‘

ailments are offered specially designed orthopedic pillows which have proved helpful in Reetha Thomas reducing pain. We have guests who are allergic to other pillows so we offer them anti-allergic pillows. Buck wheat pillows are also provided which give perfect support to head and neck,” she informs.

A Distinguishing feature

A simple luxury, like pillows, has distinguished Radisson Blu MBD Noida from other competitive leading brands and has increased the levels of guest satisfaction adding to footfall and revenues. “Many guests appreciated us on feedback forms which affects our overall rankings,” she adds. On the other hand, Malliya, referring to Westin property, says, “Although, we do not have an exclusive pillow menu, Westin Hotels & Resorts is recognised for its signature Heavenly Bed. At The Westin Hyderabad

Hemant Malik

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A Matter of Menu Premier Inn Shalimar Bagh, New Delhi No pillow menu yet in India. However, in its business in the UK, guests are offered with a choice of using two different types of pillows – the difference being the hardness.

Pullman Gurgaon Central Park ‘Pillow Talk’ menu offers a range of 4-8 types of pillows depending on the room category.

Holiday Inn Mumbai International Airport No pillow menu yet. Based on the research done by IHG, as a standard two types of pillows are placed on the bed – ‘Soft’ and ‘Firm’. A wrap is tied around the pillow with a tag indicating the type of pillow.

Radisson Blu MBD Noida The hotel keeps a pillow menu in all guest

rooms. It offers different pillows on guest’s request like feather, orthopedic, antiallergic, micro fiber, hard pillow and many more.

The Westin Hyderabad Mindspace The property doesn’t boast any specific pillow selection menu. Though, its signature Heavenly Bed is supported by three different types of pillows namely, (1) feather pillow (2), fiber pillow, and (3) one boudoir pillow.

Hilton Garden Inn New Delhi Saket The hotel offers pillow menu to its guest on request. It allows guests to make an alternative pillow choice from the list.

According to Hilton Garden Inn brand standards, it places three kinds of pillow in all the rooms - Feather, Micro Fill and a Lumber Pillow.

Mindspace, eight of our long stay guests, took home the heavenly experience by buying our signature Heavenly Bed which includes pillows as well. Thus, it’s an overall experience that our guests take home.”

Holiday Inn Mumbai International Airport is tipped as the first refreshed property in India for IHG. Malik says, “We focus on one of our hallmarks, i.e., ‘Sleep Experience’.

The introduction of offering choice of soft and firm pillow on the bed has made guests express their comfortable sleep experience, ensuring we become their preferred choice.”

In fact, over a period of time, pillow actually translates heavily on guest understanding

Numbers Speak

Heavenly Bed by Westin

housekeeping

13% 10.5% 3:2 guests staying in a hotel go for a pillow preference

Prateek Chaturvedi

of sound sleep. Singh says, “We, at Premier Inn, guarantee a good night sleep or we will refund your money. In order to deliver on a good night sleep promise, we use Fogarty or equivalent standard pillows which are the best in business.” Pillow proposition is definitely proving to be a zone where hotels are looking to find that edge to remain competitive in ensuring guests wake up satisfied in their hotel.

customers ask for pillow preference while making a reservation

ratio of men to women going for pillow preference

(The above presents an average based on the response received from the hotels mentioned in the story)

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What Hotels Say?

• Customers are getting more health conscious in general • Hotels raising awareness about right sleeping habits by offering a choice of pillows • It is imperative for vendors to come up with keener and sharper ideas that will suite wide range of travellers • Pillow choices to become a standard industry norm across all segments; set to become a guest expectation very soon • In near future, all the hotels are expected to increase the variety of pillows in their pillow menu, thereby enhancing the guest experience • Planning textile purchases - as it helps to develop important criteria for the supplier or vendors based on guests comfort, durability and trend • As lifestyle and technology changes with time, different preferences and expectations prevail at any given point of time • International chains go by a set of preferred global vendors who maintain the quality • Choosing vendors is critical as they need to be equipped to be able to supply hotels with quality products as per the future trends • Expecting vendors to provide the different variety of pillows suitable for different sleeping positions • Future signals towards more personalised options deliverable at short notices

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T

roject management is an art of organising the components of a project, whether the project is about development of a new product, the launch of a new service, a marketing campaign, or a wedding. A project isn’t something that’s a part of normal business operations. It’s typically created once, it’s temporary, and it’s specific. In IT for hospitality, this area of concern continues to reveal itself as part art, part science, and part major headache.

Key Ingredients

Project planning is the heart of the project life cycle, and tells everyone involved where you’re going and how you’re going to get there. The planning phase is where the project plans are documented, the project deliverables and requirements defined, and the project schedule created. It involves creating a set of plans to help guide your team through the execution and closure phases of the project.

The plans created during this phase will help you to manage time, cost, quality, change, risk and related issues. It will also help you manage staff and external suppliers, to ensure that you deliver the project on time and within schedule.

No matter what the type of project is, project management typically follows the same pattern of defining the project, planning, execution, control and closure.

Scope Creep

Every project has (or should have) a set of deliverables, an assigned budget, and an expected closure time. There are agreed-upon requirements and tasks to complete prior to the closure of the project.

Key Challenges in Project Management

There are some key challenges associated with the project management that today’s IT managers face. Focussing on each project’s challenges and learning from them will help to build a more successful project management capability. The list below highlights some of the top project management challenges in IT: • Unrealistic deadlines • Communication deficit • Scope of change and keeping track of change • Resources like – people, funding, tools, time, etc.

• High dependency on other teams • Managing risk • Team skill set • Accountabilities and timeliness • Business, operations and project teams are not engaged • Vision and goals are not well-defined for project and operation teams

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Scope triangle

in project management Even in IT, project management is to be approached in a streamlined fashion. It should be treated as part art and part science. ravish jhala Scoping is the separation between what is included in and what is excluded from the project. Scope creep occurs when the line is moved, usually outwards. Thus, what was excluded is now included, making a project in most cases larger.

Scope creep can be classified as ‘Technical Scope Creep’ and ‘Business Scope Creep’.

Scope creep can originate from: •Poor implementation of change control.

• Incomplete gathering of requirements before the beginning of project execution.

• Insufficient involvement of critical stakeholders (including the customer).

•Lack of support from the executive sponsor.

Mapping Project

Knowing

Scope Triangle

Time, cost and quality are the intrinsic elements of ‘Scope Triangle’. Or, these

are the essence of the ‘Quality Triangle’, which shows the trade-offs inherent in any project. When the scope starts to creep, new functionality must be added to cover the increased scope. This is represented by the quality arm of the triangle, representing the ability of the product to fulfil users’ requirements. More requirements fulfilled are equal to a better quality product.

In this situation, one has only three options: • Add time - delay the project to give you more time to add the functionality • Add cost - recruit, hire or acquire more people to do the extra work • Cut quality - trade off some non-essential requirements for the new requirements The normal situation is that one of these factors is fixed and the other two will vary in inverse proportion to each other. For example, time is often fixed and the quality of the end product will depend on the cost or resources available.

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Challenges IT Challenge

‘IT Managers’ Face

For many IT professionals, 2011 was a challenging year; the bad news is that 2012 is not going to be an easier one either. With the pressures of the continued mandate to ‘deliver more with less’, in addition to increased business demands, scrutiny of IT service delivery goes on against the backdrop of increased business and IT complexity.

From the macro level view, IT professionals are facing following key challenges: •IT cost transparency: Something’s got to give in terms of “what IT costs.” IT is and will continue to be a sizable expense to the business.

•Value demonstration: In some ways, IT cost transparency is an onramp to the end game of value demonstration. How does IT positively impact the business? Which IT services deliver the greatest value, which deliver little or no value?

Are we making IT investment decisions based on value or are we still too supply-focussed?

•Agility: The speed of business change dictates a rapid response from IT. Not only is it speed and flexibility, it is also “agility of mind.”

A change in business mindset that asks “why not?” rather than “why?”

•Availability: Nothing new here. The business needs high quality, highly available IT (or business) services. The difference is in expectations and alternatives.

•Support and customer service: For me, support is one thing and customer service is another; ideally IT delivers both. We are yet to see BYOD! How to survive then? All of the above challenges need to be addressed, and the failure to address the demands and issues across would throw hospitality away from dynamism it seeks to achieve.

‘Can project failure

be avoided?

Based upon past experience, when undertaking a large, complex, systems project, the realistic expectation should be that the project will fail; the failure rate of large projects is reported as being between 50-80 per cent.

The following list has been inspired by actual mistakes encountered in real-world systems projects.

•Don’t use a specific methodology because coding is all that is really important •Create the project plan by working backwards from a drop-dead system completion date – a.Failure to perform careful analysis resulting in critical new requirements being uncovered late in the development process b.Failure to take data migration into account c.Failure to accurately assess the political

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climate of the organisation vis-à-vis the actual project d.Failure to enlist approval at all levels of the user community •Use a ‘Technical Lead’ that has never built a similar system. Hiring such talent is too expensive •Three months before the system goes live, assign task to junior team to handle the migration •Skip the testing phase because the project is way behind schedule •Change the system to support critical new requirements discovered during final development In order to ensure system success, there are several factors to keep in mind. It is important that one doesn’t cut corners, methodologically which may result in the longer run in system failure or an inadequate system that doesn’t meet the users’ needs. The need to audit each major deliverable step during a project counts for accuracy and correctness is crucial. Also, it is vital to carefully monitor top management support for the project. Make sure that managers are aware of the progress of the team. Lastly, secure the correct technical lead for the project.

(The writer is Systems Manager, Trident, Bandra Kurla and Founder, Hospitech – The Hospitality Technology Leaders Forum. Views expressed by the author are personal.)

(The writer is Systems Manager, Trident, Bandra Kurla and Founder, Hospitech - The Hospitality Technology Leaders Forum. Views expressed by the author are personal.)

Avoiding Scope Creep One can avoid scope creep by managing the scope of project effectively. There are a number of ways to control or avoid so which are as follows: •Involve the customer and/or the end users early in the project.

•Thoroughly analyse and gather requirements during the initial stages of the project.

•Introduce a Change Control Board team that would evaluate the risk of implementing the changes.

•Make sure to involve critical stakeholders throughout the project phases (especially during the planning phase).

•Gain the ability to refuse changes in requirements with proper reasons and support.

•In extreme cases, stop the project so that new additional requirements can be properly scoped and integrated rather than tacked on.

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Casual dining

not again!

The belly rules the mind.

And when dishes are doled out with innovations, it surely would mean some extra brownie points for the restaurant. Through concept restaurants which satiate not only the taste buds but also offer a complete dining experience, the hospitality sector has now jumped into the business of providing eatertainment. megha paul

‘iPad’ing the experience

a customer has to order a dish, he has to select the item from the touch table and order it right from his seat.” Regarding the USP of this food and technology-oriented In the city that lives and breathes IT, it is restaurant, Mathew informs, “Customers obvious that Bengaluru’s fine dining scene can also rate our food will surely see the IT items. The ratings range tinge. Established by IT from two to five stars. expert Jiby Mathew and When a dish gets the his partner, India’s first least of the rating, either touch table restaurant we remove it from our – Touché – enables Trying to keep menu or various other the diners to order themselves updated methods and ingredients from touch tables. are added to make it more with the latest One can play games appealing. In the same while the restaurant’s technology trends, way, every dish, which tablet-touting staff the software team of is highly rated is kept would confirm the Touché is constantly in the menu. So every order. Talking about the time when the guest is working on developing USP of the restaurant, confused about what Mathew says, “Touché new applications. to order, he can simply is the first touch table Currently, there are go through the ratings restaurant in India and and order the best 120 touch games at the is the fifth all over the dish.” Apart from these restaurant which keep world. The distinctive comforts, the customer feature about Touché the guests busy can also like and rate is its interactive menu the menu items on the and an assortment of table. Trying to keep applications. The most themselves updated with interesting part is the the latest technology ordering process. When

trends, the software team of Touché is constantly working on developing new applications. Currently, there are 120 touch games at the restaurant which keep the guests busy, he adds.

Touché

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Grasshopper

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Food ‘hops’ at couture In the IT city filled with homogenised assembly line cafes, there are a few restaurants that cash in on the small parcel of calmness. A seamless extension of the space, punctuated by potted palms that overlooks an entire garden, the Grasshopper restaurant is an experience of unhurried gastronomic delight.

Defying the norms of fast-cooking and the

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The amalgamation of cuisine, couture and gallery that showcases products and photographs is an innovative concept.

Reveals Sonali, “Most of our clients choose the weekends for a leisurely lunch or dinner.

While waiting for the food, customers can go and look at the array of products we showcase. Very often, they end up buying as well,” she chuckles. Sattar, who is a designer, exhibits her label ‘Hidden Harmony’ here as well. Some of the other celebrated designers, who have showcased their creations in textiles and fashion accessories at this restaurant are Manish Arora, Priyadarshini Rao and Rohit Bal.

Sonali and Himanshu who had started their label way back in 1993 after graduating from NIFT, New Delhi, feel that this restaurant is an extension of their being.

“We have never thought flourishing of expanding the area QSR culture or the space of this in India, this restaurant. We started The amalgamation new-age restaurant it because we both is a heady concoction of of cuisine, couture enjoyed it. My husband a boutique and theatre and gallery that Himanshu loves to cook as well. The USP of showcases products and experiment. If we this restaurant is its add more tables to the and photographs is personalised service. area, it would become Says the co-owner of an innovative concept more of a job and not the restaurant, Sonali in F&B remain our passion.

Sattar, “There are no Besides, Grasshopper is menu cards at the all about that personal Grasshopper. One has touch and that would to call the restaurant be lost if we went truly in advance to reserve commercial,” Sonali a table for a sevenfeels. Grasshopper accommodates a course lunch or dinner that is cooked by maximum of 25 to 30 clients at a time. my husband and chef Himanshu Dimri.”

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Get Hinglish-ised

The bling capital of Delhi is also home to The Colonial Cafe - Hinglish. The first of its kind concept casual cafe on the block has thrown open its doors with its inviting indoors ambience as well as the open cafe space and gazebo seating, along with a serious dose of Hinglish cuisine. Consultant for this concept restaurant Sonia Mohindra feels, “The term Hinglish is more than just a mere mix of English and Hindi - it’s treating the English language as you like it. This place also reflects the same. The cuisine is a blend of English colonial and Indian with plenty of populism in food, thrown in for good measure. It’s cool and fun in service, serious and extensive in food with alcohol and beverages in tow.” The concept-based restaurant is betting big on its location. Elaborating on how the location and the theme lure more customers to this restaurant, Mohindra points out, “This eating joint is at the entrance of West Delhi’s largest mall, the Pacific Mall. As Hinglish is a blend of casual café, serious cuisine and a ‘welcome-all’ spot, it attracts a huge

The Colonial Cafe - Hinglish

clientele who are on their way to catch a movie and want to grab a meal or tired after their day’s shopping and want to rest the feet while they pamper their stomach.”

Mohindra believes that theme-based restaurants are the way forward.

“Our footfall has increased over this one year as we are not just a simple lunch and dinner food joint,” she affirms.

“By marrying concept and design to a cuisine-centric destination has boosted our sales big time, It is a crucial factor for garnering revenues and catching the fancy of people, ” she smiles.

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The term Hinglish is more like treating the English language as you like it. This place also reflects the same.

The cuisine is a blend of English colonial and Indian with plenty of populism in food, thrown in for good measure

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How you approach F&B issues pertaining to such a property that has its unique view towards hospitality?

We design the menu and select the popular dishes that are easy to understand. The customer group in designer boutique hotels are usually business class who are frequent travellers and know what global cuisine is all about. They know what to eat and where to eat.

Local dishes are also an important element in the menu. Therefore, the food concept has been devised in a manner that is quick to eat and easy to understand.

“ Just knowing the trend is not enough to make the F&B proposition successful.

Food conceptualisation demands much more attention to attract a set of customer groups. Diwas Wadhera, Executive Chef, Mosaic Hotel in Noida, feels keeping things simple and picking up the popular dishes that are easy to understand has been his approach to meet the challenges. chef talk

How you perceive a designer boutique hotel?

Mosaic Hotels contain luxury facilities in spite of its compact size, intimate settings with full service accommodations. Typically, boutique hotels are furnished in a themed, stylish and/or aspirational manner. We focus on offering the services in a comfortable, intimate, and welcoming setting. Many boutique hotels have on-site dining facilities, and the majority offer bars and lounges that may also be open to the general public. Despite this definition, the popularity of the boutique term and concept has led to some confusion about the term.

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“

Theme, Style and Aspirations

The young clientele, where 65 to 70 per cent clients are in the age group of 28 to 35, earn and spend a lot to enjoy life. Hence, anything which is new and of the appropriate quality the crowd has a demand for it

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What is your take on the culinary trends in Indian hospitality space? What is your prediction of the cuisine that is going to be liked this year?

The young clientele is ready to spend and experiment, especially in a hub like Noida, where 65 to 70 per cent clients are in the age group of +have an agenda to work hard and party harder. Hence, anything which is new and of the appropriate quality, the crowd has a demand for it.

The young generation is even ready to experiment with new concepts

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New Avatar Flluid Popular restaurant of Mosaic Hotel – Flluid is being renovated and it is going to be re-opened by the end of July. Chef Diwas Wadhera explains the highlights -• The theme has been changed • Now it is no more a booze lounge • Tried to rejuvenate it with food, drinks and excitement • The new menu includes Mezze platter, six herb roast chicken, Thai Coconut Prawns, Jalapenos and cheese fingers, Malaysian Lamb curry, etc.

• The restaurant serves Indian/continental and oriental cuisine

also. The demand for uniqueness and happening places has increased through lure factors like a food festival or small promotion. Apart from this, fusion cuisine is also in demand and the concept of multi-cuisine restaurants has picked up lately.

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Have you been intrigued by something about the food industry?

No. I strongly believe that this is not a profession one chooses but it definitely chooses the selected one. So everything new is an attraction towards learning. If not intrigued, changing dynamics and trends of this industry always keeps me alive and active since the toughest will survive the competition.

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What approach you take to meet the challenges in this profession?

The challenge is to reach the top. Also, the fact is that you never meet same challenges you have met in the past. They are always changing. My agenda for life is… one never wins silver but always looses the gold.

Therefore, I am always motivated to do more. In order to sustain the pressure, one has to keep performing no matter whatever the circumstances are. It might be your bad day but you cannot make your client’s day go bad.

You wish to bring about a combination of finesse, variety chef talk and functionality to F&B the hotel offers. How you want to bring about the functional aspect in food, yet making it commercially viable?

Food is an aspect on which everyone in this world relies upon.

The first bite of food can tell the tale of the food being good or bad. We try to meet that unknown expectation. It is said that every individual has his own set of taste buds and they may vary from person to person. It is a challenge sometime to fulfil the taste of individuals sitting on the same table. It is here that the role of an expert and professional begins. For a dish to be enjoyed by everyone, we have a certain set of principles, which is followed blindly.

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The Positive Signs

April bookings made significant strides against prior year, demonstrating the sustainability of India’s broad-based travel activity. The country’s more subdued rate performance is a reflection of India’s enviable yet sometimes tricky situation of having robust room demand accompanied by fast-growing room supply. Julie Parodi

Reflection

April’s results provide positive signs for India’s travel industry. Hotel bookings are showing considerable progress.

After dipping by -14.1 per cent in March, reservations have sprung back to within a mere -0.8 per cent of prior year in India’s rates are remaining below the April. As has been mentioned in previous prior year levels, in general. This is not a discussions, matching 2011 booking sign of regression, but a reflection of the volumes is no easy task. Demand market. The hoteliers are trying to find a surges earlier in the travel recovery balance between heightened demand and cycle, especially by the extraordinarily an influx of new room supply to fill with high double-digit margins achieved in that demand. April’s ADR (average daily India, have made it a challenge to make rate) came within -7.4 additional year-over-year per cent of the prior gains. Adding to the year. While it has challenge is that the not improved much global economy is not yet during 2012, it has back on its feet. As the also not deteriorated Airfares are rising, global economy begins to and has stayed regain momentum, so too and in addition within a relatively will travel performance in close 10 per cent to length of stay, India and worldwide. range of prior year.

of the Market

‘

‘

travellers needing to stick to stringent budgets are off-setting those higher fees with cost-cutting measures

As Indian hoteliers regain their price strategy equilibrium, their revenue will rise higher as well.

Even in this increasingly competitive environment, upholding rate parity and focussing your rate structures on total profit are not only still relevant, but essential. If you are filling your rooms at prices that are ultimately eroding your financial bottom line, you

won’t last long to compete. Make sure you are giving adequate attention to the distribution channels you are using, your profit margins on each and the amount of room inventory you are allocating to each. Knowing which and how channels are being used by your target markets, now and in the future, will enable you to truly maximise your booking and revenue potential.

It has been noticed that the reservations for Asia Pacific region rose by +10.2 per cent over the prior year. However, this jump was largely due to lower volumes in April 2011 stemming from Japan’s earthquake and tsunami crisis. Although, the earthquake struck in March of 2011, April was the first full month impacted by the catastrophic events. This comparative boost is an important evidence of a country that has made significant progress toward healing and regaining its strength.

As a key travel market for inbound and outbound travel, this progress will likewise have a positive impact on India and other key travel markets.

india, regional, global – % change over prior year gds & ads channels combined net reservations

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net ADR

net revenue

india

Apr ’12 vs ’11 Apr YTD ’12 vs ’11

-0.8% -4.5%

-7.4% -6.8%

-8.6% -10.8%

asia pacific

APR ’12 vs ’11 APR YTD ’12 vs ’11

10.2% 5.3%

1.5% 0.0%

9.8% 4.8%

global

APR ’12 vs ’11 APR YTD ’12 vs ’11

-2.1% -2.2%

6.7% 5.3%

3.0% 1.6%

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net avg length of stay (nights)

April 2012

April 2011

Change

india

3.28

3.29

-0.3%

asia pacific

2.74

2.80

-1.9%

global

2.13

2.16

-1.4%

net avg Booking Lead Time (days)

April 2012

April 2011

Change

india

19.87

20.08

-1.0%

asia pacific

21.48

19.95

7.7%

global

20.40

19.49

4.7%

Passing

Value to Customers

Trips taken in India are being booked about the same number of days ahead of arrival as last year, with April’s average booking lead time within -1.0 per cent of April 2011. Booking windows are an indicator of consumer confidence and group business demand. Therefore, stable booking lead times point to stable commitment for both vacation and meetings travel.

Trips averaged about the same length of stay in April 2012 as they did in April 2011. This follows the general trend of both companies and consumers keeping trip length in check to help control the total cost of trips taken. Airfares are rising, and in addition to the length of stay, travellers needing to stick to stringent budgets are off-setting those higher fees with cost-cutting measures such as advanced ticket purchases, connecting flights, lower grade hotels and rental cars and lower dining expenses.

Regardless of travel budget levels, and especially in this time of simultaneously increasing room demand and supply in India, differentiating your property based on its unique attributes is the key to remain competitive and profitable. Make sure your target markets are aware of all your hotel has to offer – and why it’s the value they won’t want to pass up.

(The writer is Senior Director of Strategic Planning and Editor, The Pegasus View. Views expressed by the author are personal.)

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The Way India Spends Concur recently released its second global report on corporate Travel and Entertainment (T&E) spend and its very first report in India. Excerpts from the report...

Concur, one of the leading providers of integrated travel and expense management services, entered into India earlier in 2011 with an investment of $40 million for a minority stake in Cleartrip, an online travel portal in India. It recently released its second global report on corporate Travel and Entertainment (T&E) spend and its very first report in India. Compiled from the detailed analysis of more than 500 million expense line items from its corporate clients, representing more than US$50 billion in spend, the data offer travel and expense managers’ insight into global and regional spending trends, helping organisations of all sizes make more informed decisions.

‘

The report ranks 10 largest categories of T&E spend and most expensive cities for business travel, including the average cost per transaction, and a comparison of that spend year-over-year

‘

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India’s Facts & Figures Airfare

•Average global airfare spend saw the biggest increase in 2011, rising by an average of $21.74 per trip or just over 5 per cent compared to 2010, even taking into consideration a slight dip in the final quarter of 2011 •Hong Kong has the highest cost at $1,112.35, and India has the lowest at $263.29 •India’s airfare expenditure has decreased by 2.94 per cent in 2011 compared to a global overall increase of 5.18 per cent in 2011 •India’s highest spend category is on lodging commanding 40.53 per cent of the total spend followed by airfare and dining

Lodging

•Globally airfare is the highest spend followed by lodging, but this trend is reversed in India (lodging followed by airfare) •Lodging in India is marginally expensive than the US but very cheap when compared with Japan, France, Germany, etc.

•Indnt has seen maximum increase in cost for entertainment when compared to all the other countries and also when compared to all other categories (viz. lodging, airfare, dining, etc.)

Entertainment

Gas

•The increase in expenses in India on entertainment stands at 21.95 per cent, which is the highest increase compared to an overall global increase of 0.18 per cent •Expenditure on Gas has significantly increased in most countries including India which saw an increase of 18.94 per cent •Gas expenditure in Japan has seen very small hike compared to other countries

Dining

•Dining in India is lowest compared to the rest of the world at $ 27.21.

•Japan is highest at US$ 77.58

Visitation

Spending

•In terms of top 25 most visited international cities, Bangalore (at no.11) and Mumbai (at no. 20) are the most visited cities in India.

However, no Indian city ranks in the list of top 10 most expensive international cities for business travel •Most international cities have witnessed an increase in overall spending on lodging and airfare, but India has witnessed a small decrease on these two spend categories

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“Last year, Concur helped more than 15 million users in over 100 countries manage their T&E expenses,” said Christopher Juneau, Senior Director - Marketing, Concur Technologies. “This significant volume of transactional data gives us a unique opportunity to report on the state of corporate T&E spend, in turn, shedding light on ways our customers can drive down costs and better manage their bottom line,” he added.

Concur’s T&E Spend Report is compiled from a representative sample of Concur’s extensive database of corporate travel and expense transactions. The report ranks 10 largest categories of T&E spend and most expensive cities for business travel, including the average cost per transaction, and a comparison of that spend year-over-year. It also offers a detailed look at the regional spending trends in some of the most popular hubs for business travel throughout the world including Australia, Canada, France, Germany, Hong Kong, India, Japan, United Kingdom and the United States.

The report found the facts that highlight the way Indians are spending on airfare, dining, lodging and so on.

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Doubling the domestic market Irrespective of the increase of service tax in the Union Budget, Sultan Ahmed, Minister of State for Tourism, Government of India, is confident of the tourism business matching the expectations of the fraternity. According to him, softening hotel prices due to new inventories adding up will prove critical in taking tourism ahead, safely. VIVEK SETHI

How you perceive a designer boutique hotel?

Mosaic Hotels contain luxury facilities in spite of its compact size, intimate settings with full service accommodations. Typically, boutique hotels are furnished in a themed, stylish and/or aspirational manner. We focus on offering the services in a comfortable, intimate, and welcoming setting.

Many boutique hotels have on-site dining facilities, and the majority offer bars and lounges that may also be open to the general public. Despite this definition, the popularity of the boutique term and concept has led to some confusion about the term.

‘Incredible India’ has been extremely aggressive and an average growth of inbound traffic corresponding to last calendar year is coming through. Any long-term target India has set for itself?

We have set a target of doubling our share of inbound arrivals in the global travel market during the 12th Five Year Plan (2012-2017). In fact, a similar target has been set for doubling the domestic market as well, which already has clocked over 750 million visitations in 2011.

What is going to be the next step of Ministry to up the ante?

To attain our target, we will need to tap both the conventional and new source markets. Incredible India had been generating considerable interest in the Arab World. As per the responses gathered, the medical tourism has picked up well and our destination is also attracting reasonable numbers of high-end travellers from countries in this region.

Noticeably, most of the countries here are commodity rich and are not affected by economic disturbances in the developed world. Further, the promotional work for attracting more inbound tourists is an ongoing and continuous process, which all stakeholders should take up seriously.

How should the private sector tap the burgeoning domestic tourism sector?

On back of the resilient economic growth and increasing disposable income in hands of Indian travellers, domestic tourism prospects looks promising and it is our real strength. After all, Indian travellers have now emerged as one of top spenders in many of outbound destinations. They have definitely become more demanding and quality cautious, when it

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In my opinion, the accommodation costs may soften to as much as 20 per cent

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comes to experiencing a destination. Stakeholders in the private and public sector should very well keep a tap on the likings of these travellers, who, if enticed to spend their money on domestic products, will help take the domestic tourism market to a new high.

In this perspective, what kind of response is expected from states?

It makes me happy to note that increasing number of states have become very serious in terms of promoting tourism. The inter-state ministerial meets that we had held extensively have started yielding good results. Uttarakhand and Meghalaya are two such states that have joined the league of other states that are progressing well. The Ministry of Tourism is always open to hand hold all states in developing tourism and allied infrastructure that have the potential of attracting incremental domestic and foreign tourists.

There is a simple criterion that states should fulfill to access central financial assistance for strategic projects in their region. They should utilise the fund in a time-bound and the most transparent manner, which will make them eligible for further such assistance.

Yet everything boils down to existing infrastructure and the need to improve it. What do you have to say on this undeniable reality?

To make destination India truly incredible, we need roads, power, water, and cleanliness to name a few. In other words, there is a need of convergence between the work done by different ministries, departments and government bodies. The Ministry of Tourism in this regard has already signed some MoUs with the Ministry of Information & Broadcasting, Civil Aviation Ministry and is looking forward to tie with the Ministry of Railways along with many other ministries and

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stakeholders. These MoUs are step in the direction of promoting India as year round, safe, neat and clean destination.

What role will initiatives aimed at capacity building and community participation play in leveraging the true potential of tourism in India?

India as a destination can offer all kinds of travel experience. The strongest factor that has a bearing on the overall experience is the quality of service and community participation. Our ethos of Athiti Devo Bhava (Guest is God) can not be sustained unless our people understand the importance of tourists coming to our country, or exploring different parts of country.

Hence, there is a need of sensitising people about the benefits of tourism and the manner in which they can contribute and extend a true cultural experience to all our domestic and foreign guests. There is an exigent need to streamline the quality of services and thus train our entry level staff – hospitality and travel, guides and drivers. Our ‘Hunar Se Rozgar Tak’ and other capacity building schemes are steps in this direction. We are, in fact, working on by broad basing these schemes and spreading them to all corners of country with the help of public and private partners.

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The inter-state ministerial meets that we had held extensively have started yielding good results

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Visually

Inverted n E E Design Strategy

New Positioning

The restaurant project is a part of a business hotel (not classified in star category), in a tier 3 city in the country, which has been redesigned by the firm as a repositioning exercise. The strategy was to create a new identity for its already popular restaurant through interior architecture, making it a new dining destination in the city to spur the business of the hotel.

The restaurant enhanced the business of the hotel helping it to acquire almost 85 per cent additional clientele and paved the way for a shift in the customer profile. It also brought about an immense dialogue among the general public of the benefits of good design, and how they impact business in a positive way.

The design derives its strength from - innovative architectural lighting, minimalist design and an undulating topography. A series of lights, along the exterior wall named as ‘Thousand Moons’, gives a special character to the façade.

Client’s Brief The brief called for a highly flexible layout with higher efficiency on floor, though it meant cutting down the seating capacity.

The brief highlighted the project to be executed on a very tight budget and should be environmentally compassionate (if not sustainable) and low on routine maintenance. The brief also called for an ambience which could seamlessly straddle between a Fine Dine and a Lounge – fine dine during lunch and dinner and Lounge space during early evening hours.

‘Thousand Moons’ custom designed lights by the architects set the tone for the drama within

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Project FACT FILE

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Project Mezban - Inverted Topography

Project completion July 2011

Project Duration 4 months

No of covers 92

Location Calicut, Kerala

Principal Architects Lalita Tharani and Mujib Ahmed

Design Firm Collaborative Architecture, Mumbai

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a o u ng e – T he zig z ag c

Entry to Mezban

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View of the Restaurant from the Entry Foyer

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Deductions on equity investments money

The new section 80CCG in the Finance Act 2012 has a deduction clause w.r.t. investment made in equity shares.

Subhash Lakhotia

T Deduction under 80CCG in the Finance Act 2012 is exclusively available to only resident individual tax payers

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he Finance Act 2012 has inserted a new section 80CCG from the Financial Year 2012-13 relevant to the Assessment Year 2013-14. As per this new section, tax deduction will be available to a resident individual in case he has acquired listed equity shares during the Financial Year 2012-13.

Thus, this deduction is exclusively available to only resident individual tax payers. A person who is a non-resident Indian, in case he files his Income-tax Return in India, will still not be able to claim any tax deduction in terms of the new provision. It is because the new section 80CCG specifically speaks of granting tax deduction only to resident individual tax payers. Likewise, this deduction will not be available to a Hindu Undivided Family.

The deduction in respect of the investment made in equity shares will be granted at the rate of 50 per cent of the amount invested in such equity shares and the maximum deduction will be limited to Rs. 25,000. Thus, it is very clear that an individual during the year can invest a maximum sum up to Rs. 50,000 in equity shares of listed companies only and enjoy tax deduction to the extent of Rs. 25,000. It is further clarified in the new section that once the assessee has claimed and has been allowed a

deduction under this section for any assessment year in respect of any amount, he shall not be allowed any deduction under this section for any subsequent assessment year.

The following important conditions are also mentioned in the new section 80CCG and one must comply with all the following conditions to be eligible to claim the tax deduction in terms of this new section: •The gross total income of the assessee for the relevant Assessment Year should not exceed Rs. 10,00,000. In case, the gross total income exceeds the said sum of Rs. 10,00,000, then the assessee will not enjoy any tax deduction in respect of the equity share investment made by him.

•The assessee claiming tax deduction in terms of the above section should be an individual retail investor, the details of which will be specified by the Government in due course when the detailed scheme is being framed.

•The investment is made by the individual only in such listed equity shares as will be specified by a detailed scheme to be announced at a later date.

•The investment in equity shares is locked – in being the minimum period of three years from the date of acquisition in terms of the detailed scheme to be announced in due course.

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A person who is a non-resident Indian, in case he files his Income-tax Return in India, will still not be able to claim any tax deduction in terms of the new provision.

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•Any other conditions which may be prescribed by the Government in due course.

It is further provided in this new section that if any individual assessee in any of the previous year fails to comply with any of the above mentioned conditions, then there is a provision of tax deduction to be followed. In this case, the tax deduction allowed shall be deemed to be the income of the assessee for the year where the assessment was not compiled with the conditions mentioned above. For example, we have seen that one of the conditions is that the lock-in period of the equity share investment would be three years. Now, if from the date of purchase an individual tax payer, due to any reason whatsoever, sells away such shares in less than three years, then in that situation in the year in which such sale takes place, the deduction which was originally allowed will be added as income of the assessee and tax is charged thereon.

(The author is a Tax and Investment Consultant at New Delhi. He is also the Director of M/s R.N. Lakhotia & Associates LLP & The Strategy Group.

Views expressed by the author are personal.)

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In case, the gross total income exceeds the said sum of `10,00,000, then the assessee will not enjoy any tax deduction in respect of the equity share investment made

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Industry-Academia Interface FHRAI Institute of Hospitality Management is ensuring that students get close to the industry to understand the quality demand expected of them when they graduate to become professionals Navin Kumar Nanchahal

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The idea behind organising this industry-academia interface was to make students familiar with the modern trends and industry standards prevalent in hotels

FHRAI Institute of Hospitality Management organised a series of industry-academia interface activities based on skills and value development of its students in the field of hospitality.

The series of skills-based events were in collaboration with The Park, New Delhi, for developing the culinary skills of our students with elaborate demonstrations in the areas of European, Oriental, Indian, Bakery, Butchery and Garde Manger.

The idea behind organising this industryacademia interface was to make students familiar with the modern trends and industry standards prevalent in hotels. The students had a wonderful experience while

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learning the intricacies of preparing dishes like: Hollandaise Sauce, Ravioli, Chicken Consomme, Corn & Chicken Chowder, Asparagus Soup, Cuts of Lamb/Chicken & Fish, Salad dressings, Veg/Non-Veg and Fruit based salads, Tiramisu, Chocolate Walnut Cookies, Foccacia, Chocolate Mousse, Mango Pannacotta, Lemon Pie, Tea cake, etc.

The second part of the industry-academia interface series focussed on to the development of mindset of hospitality graduates for inculcating values that are required by the industry in a candidate.

Deepak Dutt, GM (Retd.), Taj Hotels, Udaipur, came to our campus and

interacted with students. He channelised his interaction with students based on the theme of ‘Gateway to hospitality’. He stressed on three main areas–considering education as a creative venture, accept the change as a challenge, and thrive hard to reach to the top.

He emphasised on taking the education seriously but the actual learning will start when students join the industry. He even made students understand that they should be open-minded and receptive at all time, as each situation in life gives everyone a chance of learning.

(The writer is Director of FHRAI – IHM, Greater Noida.)

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FHRAI/HRANI EC Members visiting FIHM

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Memory Medic Pillow contour pillow is made up of iThe temperature sensitive memory

foam that conforms to the head, neck and shoulder contours. The high density, slow recovery, temperature sensitive memory foam minimizes pressure on head, neck and shoulder thus relieving neck pain, stiff neck, frozen shoulder and headaches. The special curved design in combination with memory foam promotes proper alignment and releases respiratory airways reducing snoring and sleep apnea symptoms.This pillow is hypoallergenic and dust mite resistant. It has removable and washable cotton cover which helps to keep your pillow clean and fresh

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Magniflex

‘Fresh Touch’ Mattress Magniflex’s latest product is ‘Fresh Touch’ mattress that illustrates and assures a ‘soft rest and a fresh wake up’. Fresh Touch is crafted with a three layered design of Memoform Magnifoam, Elioform and Eliosoft to offer the perfect comfort and support to body, legs and shoulders. While Memoform Magnifoam adapts according to the pressure exercised to fill the empty space of the body’s silhouette, Eliosoft and Elioform have excellent breathability and give density to improve the mattress’ rigidity and deformability. Fresh Touch comes at a height of 21 cm/8 inches and with an extremely practical cover which is both removable and dry-cleanable.

Steelcase

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Leap Chair Steelcase has unveiled its latest Leap chair, a high performance, ergonomic seating solution for any office. The leap chair is designed with a flexible backrest to ensure that the back is always supported.

The separate upper and lower back controls can be adjusted to provide full support to any user.

The leap chair is designed keeping in mind the human spine and the strain subjected to it by long hours of seating. The dynamic seat takes the pressure off the spine when reclining and the optional headrest relieves pressure in the neck. The chair’s Natural Glide System™ enables you to recline comfortably without straining your eyes, neck, or arms which easily adjusts to fit the desired preferences during work hours.

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LoomCrafts’

‘Teak Collection’

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LoomCrafts, known for its outdoor furniture, has launched the ‘Teak Collection’ for outdoor setting. The range has the widest ever choice of contemporary and traditional designs, combined with ergonomic performance to create furniture that gives your distinct outdoors a world of stylish possibilities.

According to Rahul Jindal, MD, LoomCrafts, “Teak is one of the finest and solid woods which remain neutral in temperature. We have given this simple wood a marvelous shape and design. It doesn’t split and is crafted with first grade plantation grown teakwood.

The high oil content of the teakwood used in our furniture enables it to withstand the harshest weather conditions with a minimum of maintenance.” Only superior grade is used to craft the structure of this furniture range, which, in addition, ensures strength, durability and longevity as a consequence. The aluminium is chemically cleaned and then powder-coated to prevent oxidation and to ensure that it gives long service with minimum maintenance.

This beautiful range comprises of armchairs, seats, recliners, sofas, dining sets, coffee tables, sun-loungers along with bar tables and stools, which will transform the beauty of your outdoor area.

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Pegasus solutions for hospitality & travel

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As one of the world’s leading provider of technology and services to hotels and travel distributors, Pegasus Solutions is serving nearly 1,00,000 hotels globally, and the majority of the world’s travel agencies. Offering award-winning solutions for booking, distribution, and commission processing, Pegasus also delivers an array of strategic online marketing and accommodation booking options through its Open Hospitality division. The company delivers international hotel marketing through Utell Hotels & Resorts, and powers the consumer website www.hotelbook. com, which promotes independent and boutique hotels worldwide. Through its monthly report The Pegasus View, Pegasus is also recognised as the only company to report regularly on both business and leisure bookings. For more information, visit www.pegs.com, www.openhospitality.com or www. utell.com.

FCS e-Solutions for productivity

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FCS offers a complete suite of solutions to improve hotel productivity and staff efficiency, while enhancing guest experiences, increasing revenue and managing costs.

FCS e-Solution is a web-based suite of hotel operation applications comprising of five subsystems. e-Connect provides centralised call center solution managing Guest Requests, Job Dispatch Management and Inter Department Work Orders. e-Engineering is for preventive maintenance and general engineering work order management. e-Housekeeping is for room management, task assignment, roster management, inventory handling, and lost and found management. e-Concierge manages concierge services in a professional way. e-Recovery is an advance glitch system handling incidents and compensations.

All these e-Solution applications will be available on the c-Solution platform which is cloud enabled. They can also be operated on smart devices so that field staff can take immediate actions on their m-Solution platform. For more information, visit www.fcscs.com

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Gagandeep Singh has been appointed as the Director of Operations at JW Marriott Mumbai.

GM Courtyard by Marriott Mumbai International Airport

Associate Director of Sales Courtyard

by Marriott, Gurgaon

The Courtyard by Marriott, Gurgaon, promoted Gaurav Aggarwal to the Associate Director of Sales. In his new role, Aggarwal will be responsible for generating avenues for further business, owning and facilitating team meetings, strategic efforts and leverage the presence of global sales offices to drive more business. Prior to this, he was the Sales Centre Manager, steering the management of sales, at the Courtyard

by Marriott Gurgaon.

Aggarwal’s corporate experience spans for about six years in the hospitality industry and his key expertise lies in developing and implementing sales strategies, driving revenues and mentoring sales teams. He is a graduate in Hotel and Hospitality Administration from the Institute of Hotel Management Catering Technology and Applied Nutrition, Chennai.

Director of Operations JW Marriott Mumbai

Gautam Bhandari

Gaurav Aggarwal

i

Gagandeep Singh

He is the newly appointed GM at Courtyard by Marriott, Mumbai International Airport.

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With a career spanning over 14 years in the hospitality industry, Bhandari has worked with leading international brands. He was working with the Renaissance Mumbai Convention Centre and Hotel as the Hotel Manager.

Bhandari holds a Bachelor’s degree in Hotel Management from Griffith University, Gold Coast, Australia, and has done Executive Development Program from Cornell University, New York, USA. He is an avid tennis player and an alcohol connoisseur. In his spare time, he spends time with his daughter Dia. He has travelled extensively and loves trying out new cuisines.

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He brings over 13 years of experience having successfully worked in different roles at various Marriott properties around the country. He joined the hotel after having executed the successful launch of Pune Marriott Convention Centre Hotel. Prior to this, he was Director F&B at Pune Marriott Convention Centre Hotel.

As Director of Operations, he will assist the General Manager in operating a guest-focused, profitable hotel with specific accountability for multiple departments. Singh has been recognised for his merit and distinction with “Operations Excellence Award for Food and Beverage - 2011 Asia Pacific” by Marriott International Inc. He is a hospitality management graduate from IHM, Lucknow.

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Luis Guillermo Molina Guisado

Oliver C. Martin

Spa Manager Ananda in the Himalayas

GM, The Claridges New Delhi and Regional GM, The Claridges Hotels & Resorts

General Manager- IT Sarovar Hotels

The new Spa Manager, Luis Molina Guisado joins Ananda with more than 14 years of experience within the spa industry.

He has been appointed as the GM of The Claridges, New Delhi and Regional General Manager for The Claridges Hotels & Resorts, effective May 1, 2012.

Sarovar Hotels has announced the appointment of Harish Chandra as General Manager – IT.

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He was formerly spa manager at The Sanctuary Spa at Mount Wolseley Hotel in Ireland. He will be instrumental in continuing to develop Ananda’s holistic philosophy and excellence in marrying the knowledge of ancient Indian sciences and modern western treatments. Luis has graduated in Physiotherapy, Swedish and Sporting Massage from Physical Education Orthos, Spain and also obtained the Spa Manager Certificate from Steiner Company LLC, United Kingdom.

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Harish Chandra

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He comes with a sound knowledge of hotel operations with over 23 years of experience in the hospitality industry. Earlier working as GM of The Claridges, Surajkund, Martin will now be responsible for running of The Claridges, New Delhi and corporate operational responsibilities for group’s other properties in India. Born in Kolkata, he stayed and worked in Mumbai in the past years. Prior to this, he was associated with properties like One & Only in Maldives, Aman Palm Reef Resort, Leela Kempinski Mumbai, Part Hyatt Hamburg and Four Seasons in New York.

Balan Paravantavida

Sanzeev Bhatia

General Manager JW Marriott Hotel Aero City, New Delhi

General Manager The Metropolitan Hotel & Spa

Balan Paravantavida has been appointed as the General Manger for JW Marriott Hotel Aero City, New Delhi.

Prior to this, he was the GM of the Pune Marriott Hotel & Convention Centre. He has over 28 years of experience in handling pre-openings, conversions and takeovers of hotels in six countries, covering three continents.

Paravantavida has also been a member of The American Culinary Federation and American Management Association.

His education spans from the Institute of Catering Technology and Applied Nutrition, Chennai to the United States.

Sanzeev Bhatia has now been elevated as the General Manager of The Metropolitan Hotel & Spa.

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analysis

He is a science graduate with a diploma in hotel management from the Institute of Hotel Management. He has an experience of more than 28 years in the hospitality industry. Bhatia joined The Metropolitan Hotel & Spa in 2005 as Operations Head-Front Office and was later promoted to Operations Head, Rooms and Assistant General Manager in 2008 and 2010, respectively.

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He brings with him varied experience of more than 17 years in the hospitality, aviation, IT and telecom industry. He has worked in Customer Service, Operations, IT Infrastructure, Business Development and System Administration for several brands like Intercontinental Hotels Group, Essar (AGC) Group, Park Hyatt Goa, Air Sahara, Micros - Fidelio and The Park hotel in New Delhi, to name a few.

Chandra would be overseeing the IT & Telecom needs of the group.

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FHRAI

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all-day dining

Pullman’s SEN5ES The Pullman Gurgaon Central Park, an upscale business hotel brand of Accor, recently launched SEN5ES, the allday dining innovation that presents a sensory world cuisine experience.

SEN5ES is a visual delight for eyes with the bespoke music styled to suit the mood of the day, the alluring aroma of food wafting through the restaurant and authentic & delectable world cuisine. The launch event showcased a wide-open minimalist space with the inspiring tribal ar t pieces by Satish Gujral and the light installation by Vibhor at the centre of it all.

The highlight of the evening was Pasqualino Barbasso, world renowned Pizza Acrobat from Italy. Pasqualino enter tained the guests with his skillful pizza acrobatics as he stretched the pizza dough to unimaginable lengths and juggled it for the awed guests.

Tasting the finest wines i

The Union des Grand Crus de Bordeaux (UGCB), a renowned group of 133 top

chateaux from the Bordeaux region of France, presented the outstanding and highly acclaimed 2009 Vintage of some of the finest winemakers, on May 25, 2012 in Gurgaon. There were 33 experienced chateaux owners who showcased their wines as part of the largest private collective visit to India by any single region of the wine world. This display of wines, in an exhibition style format was part of their maiden Indian tour which included displays in Gurgaon and Mumbai.

The UGCB Group president

informed that some of its members are offering their wines in India and the tour allows us to share our wines with the Indian professionals as the country presents a great opportunity for fine wine. The two and a half hour long wine tasting event was part of the group’s efforts to bring together professionals, enthusiasts and curious wines lovers.

Winemakers and guests at the event

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ITtalk

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Hospitality IT Managers are confronted with ever more complex user demands and an explosion of new technologies. This feature is an initiative by FHRAI Magazine to discuss the latest trends and respond to issues raised by hospitality IT professionals. For this, the FHRAI Magazine has collaborated with Amlan Ghose – an industry veteran who has experienced hospitality IT, both as an IT manager and as a software vendor – to bring you this feature About bI

Intelligent computing is here

Hospitality management is confronted with ever increasing complexity in decision making.

The single dimensional reports presented by traditional hotel software - for example, segment wise revenues - are no longer adequate. To manage their budgets optimally, managers need multidimensional analysis. For example, what is the share of revenues generated by leisure travellers through each month of the year, which channel do they use to make their booking, how does the pattern change based on their domicile location and so on… all in a single analysis.

Business Intelligence (BI) is a new concept in computing that can crunch vast amount of data and present analysis on multiple parameters. The results may be presented as pivot tables, graphs or gauges. A summary is presented in a ‘dashboard’ format.

Though available for a while, usage of BI has been limited to larger organisations due to prohibitive costs. More recently, cost-effective BI tools have emerged that are appropriate for application in hospitality.

The remaining challenge is to find capable consultants who understand the key business drivers and performance indicators, specifically in hospitality sector, and who can apply the emerging tools to provide valuable intelligent information to hospitality managers.

This is a trend to track because it will vastly improve decision making abilities.

ITtalk Q

You Ask,

A We Reply

Q. How IT can be associated with business operations to enable business decisions?

Rahul Kapasi, IT Manager, The Retreat Hotel & Convention Centre from K. Raheja Hospitality, Mumbai Rahul Kapasi Amlan Ghose, MD, Prologic First says...

The role of IT in hotel (or any business) operation and decision making is no longer debated. Functional managers and their departments expect IT to assist them in making operations smoother and decisions more effective. To satisfy such expectations, IT must firstly understand the key performance drivers for each department. They must also understand each task performed in the hotel. Based on this understanding, IT is expected to evaluate the suitability of available technologies for a specific Amlan Ghose hotel’s operations. Though not often performed, IT needs to justify investment by building a business case. The business case would consider investment, potential returns and risks of failure. After procurement, IT must follow through by ensuring effective implementation and usage by trouble shooting issues. Periodic post-investment assessment of benefits is a key measure of success. You may also notice that the expectations from IT, as described above, is not very different from what is expected of other business managers. Each department and user, in the hotel, is a customer that IT must satisfy. To do so, IT must step beyond in-depth knowledge of hardware, networking and software. Instead, it must focus on application of the technology in a manner that is aligned and integrates with business goals.

Readers can send us any ‘Hospitality IT’ related question to find its answer. We can be reached at - fhraimag@ddppl.com

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RNI No. DELENG/2000/1230 Posting Date 15-21/08-2011 Postal Reg. No. DL-(C)-01/1294/2012-2014 at MBC-1 Date of Publication 12-06-2012