Hotel Scapes July 2012 by Cross Section Interactive Private Limited

CONTENTS/EDITORIAL Volume 1 Issue 6 JULY 2012

EDITOR’S NOTE Our Forum this month covers a very important aspect of a Spa: the products. Much like the ambience of a spa and skills of therapists, the products used for treatments play an equally vital role in making or breaking a customer’s experience. The products used also reflect the spa’s philosophy and concept. We spoke to different spa chains at hotels to find out what products they use, where they get the supplies from and how it makes them different from the others. Next, we turn our focus to pilgrim centres. The influx of tourists has never been low in these towns. In fact, its only increasing. And cashing on this opportunity are branded hotel chains. Read in this issue the business of hotels, the challenges they face and the opportunities they see in these cities. We update you on Dusit Hotels; the group, as we know, has joined hands with the Bird Group and the collaboration is likely to launch Dusit Devarana this year. In an exclusive chat with Hotelscapes, Ankur Bhatia gives us an update on the plans. In Destination Analysis, we talk about the opportunities in Bengaluru. The city has emerged as a significant commercial hub over the last decade largely driven by the IT/ITeS sector. Significant amount of new supply is slated to enter the market in the coming five years. But is the city prepared for this growth? Read on to find the answer. The Lalit group is on its journey to establish an international presence. It has already entered London. We bring you the announcement in this issue and more details in the next. Besides these, we also get you other industry news and updates. Do write to us with your feedback.

New Developments 2 Sarovar launches new property in Bangalore 3 Hyderabad gets its first Radisson Blu Plaza 4 Starwood opens Aloft in Chandigarh 6 The Lalit brand checks-in London

Announcement 7 47th annual FHRAI Convention to be held in Goa

One-on-one 8 Bird Group to open first Dusit hotel in India

Hospitality Report 10 Tourism sector needs public private partnership to grow 12 Evaluating sustainable technologies for hotels

Brand Analysis 14 IHG's Holiday Inn to expand presence in India 16 Mapple Hotels eye tier-3 cities for growth

Forum of the Month 18 The Right Ingredient for your Spa

Innovation 24 Hyatt introduces residential-style meeting rooms

Destination Analysis

READERS WRITE IN I went through the article which dealt with lighting in the hotels and I really liked it. The lighting scenario in the hotels is very well covered here and is the source of much needed information for me since I’m an interior designer. Usha Goswami, New Delhi Forum of the month -- The CSR Imperative was interesting to read. It brought to light various CSR initiatives which the Indian hoteliers are taking for the benefit of the society for example addressing the issues of global importance like global warming, ozone imbalance and depleting green cover in the cities. It is rightly said that a business entity cannot work in isolation from the society. Ravi Kant Dhulia, Allahabad

26 Bengaluru: Gearing up to add significant amount of new supply

Trends 28 Technological innovations in mood lighting at hotels

Marketing 34 Optimise your revenues with customer relationship marketing

Development 38 Branded hospitality experience in pilgrim towns

HR 44 IHG recognises employees through service week

People 48 Appointments and movements across the country Editor: Navin S Berry Assistant Editor: Purva Bhatia Business Development: Sudhir Sood Advertising: Saurabh Shukla Design: Ashok Saxena, Neelam Aswani Hotelscapes is published and printed monthly by Navin Berry on behalf of Cross Section Media Pvt. Ltd. and printed at Anupam Art Printers B-52, Naraina, Phase II, New Delhi and published from IIIrd Floor, Rajendra Bhawan, 210, Deen Dayal Upadhyay Marg, New Delhi - 110002. Tel: 91-11-43784444; Fax: 91-11-41001627, 41001628. E-mail: info@crosssectionmedia.com This issue of Hotelscapes contains 56 pages plus 4 pages cover

Products 50 New launches this season

Guest Columns 37 Steps to manage water crisis 42 Creating right ambience for whiskey enthusiasts July 2012 HOTELSCAPES

NEW DEVELOPMENTS

Sarovar Opens New Property in Bengaluru The Davanam Sarovar Portico Suites has 132 suites and is the company’s fourth property in the city after Radha Hometel, Savannah Sarovar Premiere and Park Plaza.

arovar Hotels has announced the opening of Davanam Sarovar Portico Suites at Koramangala in Bengaluru. The company manages and franchises 59 hotels and resorts across 40 cities in India and overseas under Sarovar Premiere, Sarovar Portico, Hometel, Park Plaza and Park Inn brands. The brands cover 3-star to 5-star hotels. With fourth property in the city, the group

ANIL MADHOK MANAGING DIRECTOR, SAROVAR HOTELS PRIVATE LIMITED

The upbeat business environment of Bengaluru will complement our product and its business facilities. With three successfully operational properties in the city we are confident about the success of Davanam Sarovar Portico Suites. 2

HOTELSCAPES July 2012

About the Brand ☛ Sarovar Portico hotels are full service 3-star hotels. Portico hotels comprise a 24-hour multi-cuisine eatery and a modern resto-bar, in addition to meetings and banquet facilities of moderate capacity. Currently, 26 Sarovar Portico hotels are operational in cities like Agra, Ahmedabad, Baddi, Badrinath, Chennai, Durgapur, Faridabad, Goa, Haridwar, Hosur, Hyderabad, Indore, Kochi, Lucknow, Lonavala, Ludhiana, Manali, Nashik, New Delhi and Port Blair. Recent additions to the portfolio include Sarovar Portico, Jaipur, Paradigm Sarovar Portico, Kakinada (Andhra Pradesh), Sarovar Portico, Rajkot and Sarovar Portico Vaishali, Ghaziabad (Delhi NCR). is optimistic about the city’s hospitality market. “The upbeat business environment of Bengaluru will complement our product and its business facilities. With three successfully operational properties in the city we are confident about the success of Davanam Sarovar Portico Suites,” says Anil Madhok, managing director, Sarovar Hotels Private Limited. The city is the hub for India’s information technology sector. It is among the top 10 preferred entrepreneurial locations in the world. It is home to many well-recognized colleges and research institutions in India and also houses numerous public sector industries, software companies, aerospace, telecommunications, and defense organisations. The group is confident about the mid-market segment boom in the country. In an earlier interview with Hotelscapes, Madhok said: “Mid-market was always underserved in India.

There were no branded hotels hence people were reluctant to try any branding promise. Mid-market is always much larger than the luxury and with the boom of branded hotels mid-market is now getting its fair share.” Located within 10 kms of South Bengaluru business hub, Davanam Sarovar Portico Suites offers suites ranging from 650 sq ft to 1,200 sq ft with a separate kitchenette along with comfortable beds, premium furnishings, a well-stocked mini-bar, electronic safe and wi-fi connectivity. Other in-room amenities include LCD TV with satellite channels, tea/coffee maker, 24-hour room service and butler service for long-stay guests. The hotel boasts Tangerine – the all day dining that offers multi-cuisine a-lacarte and buffet selections while Gallop – the well-stocked bar offers delectable finger foods and beverages. It also has a business centre, gym, meeting space, travel desk and a roof top

NEW DEVELOPMENTS

swimming pool. Introductory stay offer at the hotel starts from Rs 4,990. Sarovar currently has over 60 operating hotels and a pipeline of 25-30 hotels which would all go operational in the next five years. “We will be opening hotels in several parts across the country including Jalandhar, Ajmer, Chennai, Zirakpur, Delhi, Kerala, and Bengaluru among other cities.

We are currently only looking at investing in one hotel that we are building and the investment would be approximately 90 crores,” insists Anil Madhok. The group also manages corporate hospitality services at the Indian Institute of Management, Ahmedabad, Hindustan Unilever Ltd’s corporate training centre in Mumbai and The Indian School of Business at Mohali. ■

Hyderabad Gets its First Radisson Blu Plaza Hospitality chain Carlson Rezidor Hotel Group has announced the opening of Radisson Blu Plaza Hotel in Hyderabad, taking their projects under management to 54 operational hotels in the country.

anking on the growth in information technology, pharmaceuticals and biotechnology industries in Hyderabad, Carlson Rezidor’s has opened its first Radisson Blu hotel in the city. “Our current portfolio of close to 100 operating and pipeline hotels places us in a strong position in maintaining our leadership position as the largest international hotel group in India. We will continue to boost our presence in key cities in north and south India to cater to the growing domestic travel,” said Simon C. Barlow, president, Asia Pacific, Carlson Rezidor Hotel Group. Radisson Blu Plaza Hotel Hyderabad Banjara Hills has 142 rooms and 13 suites. The hotel will be introducing India’s first Dilmah Tea Bar, showcasing more than 26 varieties of its finest tea flavours as well as a range of tea-infused beverages. “We chose to partner with Carlson Rezidor as it is the

Radisson Blu Plaza Hotel Banjara Hills

number one international hotel operator in India and has a solid track record of managing successful hotels,” B S Sahney, chairman of DAAJ Hotels and Resorts, which

owns Radisson Blu Plaza Hotel Hyderabad Banjara Hills, said. Carlson Rezidor Hotel Group has a portfolio of 1,300 hotels across 81 countries. ■ July 2012 HOTELSCAPES

NEW DEVELOPMENTS

STARWOOD OPENS FOURTH ALOFT IN INDIA

tarwood Hotels & Resorts has launched its fourth Aloft Hotel in India. Located the Ambala-Chandigarh National Highway at Zirakpur, the hotel has been developed in partnership with Urbanedge Hotels, a special purpose vehicle (SPV) of Auromatrix. The brand made its debut in India in 2010 with the opening of Aloft in Chennai and Bengaluru and, in 2011; it launched a third hotel in Coimbatore. The group has plans to open one more Aloft hotel later this year, Aloft Ahmedabad. Aimed at the ‘next generation of traveller’, Aloft is Starwood’s design-led, social-experience brand. The group believes that India being a young, tech-driven society, will be a key market for Aloft’s development outside of the United States. “After the successful launch of three hotels in India, we are very thrilled to unveil our fourth Aloft hotel in India. India is an extremely important market for Aloft and the perfect match for the energy and vitality of the brand. The brand is all about the tech-savvy early adopter and we are excited to connect with India’s Gen Y-minded travelers and provide them with a hotel experience that

matches their very forward-thinking sensibilities”, says Dilip Puri, managing director India and regional vice president South Asia, Starwood Asia Pacific Hotels & Resorts. "We see a huge opportunity for this brand in India and will therefore continue Aloft’s ambitious expansion with the opening of Aloft Ahmedabad, SG Road, later this year, a second Aloft Hotel in Bengaluru, Aloft Bengaluru Cessna Business Park, and an Aloft Hotel at the Delhi International Airport Limited (DIAL) in the near future,” he added. Brian McGuinness, senior vice president of Specialty Select Brands for Starwood, agreed: “Aloft has earned a fiercely loyal following across India, and fans of the brand keep asking us to expand to more cities. So the opening of Aloft Chandigarh is especially exciting for us,” he said. “Indian travelers have told us how much they appreciate Aloft’s urban-inspired design, smart technology, and social vibe, and we’re looking forward to developing an even bigger presence in India.” The property has 175 guest rooms featuring nine-foot ceilings and oversized windows to ‘create a bright, airy environment’. Expect advanced technology at the hotel with hightech office and entertainment center,

DILIP PURI MD, INDIA AND REGIONAL VICE PRESIDENT SOUTH ASIA, STARWOOD ASIA PACIFIC HOTELS & RESORTS

India is an extremely important market for Aloft and the perfect match for the energy and vitality of the brand. The brand is all about the tech-savvy early adopter and we are excited to connect with India’s Gen Y-minded travelers and provide them with a hotel experience that matches their very forwardthinking sensibilities. featuring wireless internet access and plug & play, a one-stop connectivity solution for multiple electronic gadgetry such as PDAs, cell phones, mp3 players and laptops – all linked to a large flat panel HDTV ready television for optimal sound and viewing. “We are extremely excited about the opening of Aloft Chandigarh Zirakpur,” says Kumar Sitaraman, chairman, Auromatrix Holdings Private Limited. “Aloft Hotels in India have filled the gap between a 5-star hotel and a typical 4-star business class hotel. Spacious rooms, vibrancy, music and technology that sets Aloft hotels apart has made it popular both with the international traveler as well as the tech savvy young Indian traveller.” ■

HOTELSCAPES July 2012

July 2012 HOTELSCAPES

NEW DEVELOPMENTS

Lalit Hotels to Open its First International Hotel in London by 2014 The Lalit Suri Hospitality Group is all set to go international. Also, the group plans to invest about Rs 1,200 crore in the next three years to expand its luxury and mid-scale brands.

B JYOTSNA SURI CHAIRPERSON & MANAGING DIRECTOR, THE LALIT SURI HOSPITALITY GROUP

“The property’s restoration work will start in early 2013 and it will be operational by the end of 2014. Experts from their respective fields have been commissioned for the project. The Lalit London is expected to attract significant corporate and leisure demand from all over the world. 6

HOTELSCAPES July 2012

y the end of 2014, The Lalit Suri Hospitality Group will have opened its doors in UK with The Lalit London. The group will further expand its international presence with properties in Thailand and Dubai. The London property was acquired at a guide price of £15 million. The Group will be investing approximately £12 million to £13 million in restoration and development. The building – St. Olave’s, is a Grade II listed former grammar school near Tower Bridge, a heritage building located in the heart of London. The Lalit London would be a part of the larger real estate development of the One Tower Bridge by Berkeley Homes. The hotel will have 70 rooms and suites, catering to avid business as well as the leisure travellers. The property will have a Bar, Fine Dining Restaurant, Spa, Gym and Meeting Rooms. “We are delighted to announce our foray into the European market with our first operational hotel to be in London. The Founder Chairman Late Mr. Lalit Suri loved London and always wanted to bring his signature style of hospitality to the city. We are proud to fulfill his dream,” said Jyotsna Suri, chairperson & managing director, The Lalit Suri Hospitality Group. “The property’s restoration work will start

Highlights ☛ Bought at a guide price of GBP

15 million from Berkeley Homes ☛ To be developed as a 70-room high end luxury boutique hotel with an investment of GBP 12-13 million in early 2013 and it will be operational by the end of 2014. Experts from their respective fields have been commissioned for the project. The Lalit London is expected to attract significant corporate and leisure demand from all over the world. We look forward to providing a memorable experience to our guests in London with our brand promise of Limitless Hospitality", she added. Back home the group is entering the midmarket segment with 25 hotels under a new brand – Lalit Traveller. There is already a Traveller property in Jaipur and the group is now looking at cities like Amritsar, Pune and Dehradun. The group also wants to expand in the high-end luxury segment in India and plans to open new properties in Chandigarh and Kolkata by the start of the next fiscal, and subsequently open a luxury property in Ahmedabad. ■

ANNOUNCEMENT

FHRAI Convention 2012 in Goa from 6-8 September

VIVEK NAIR CHAIRMAN CONVENTION ORGANISING COMMITTEE

Hotelscapes welcomes the FHRAI Convention to Goa, a venue within India. We have held the view that our industry conventions must be held within the country so that our industry problems do not loose their focus. We also believe that industry meets must be more business oriented and that cocktails must only be greater networking opportunities. Conventions cannot be “all play and no work”. – Editor

n irresistible tourist destination, cradled between the rugged ranges of the western ghats and the Arabian Sea, Goa is the chosen location of the 47th Annual convention of the Federation of Hotel & Restaurant Associations of India (FHRAI); the convention will be held from 6 to 8th September. “The Apex Body of the four Regional Associations representing the Hospitality Industry, FHRAI provides an interface between the hospitality industry, political leadership, academics, international associations and other stake holders. FHRAI is committed to promote and protect the interests of the hospitality industry”, is the vision statement of the organisation on its website and the forthcoming convention programme has been worked towards this end. Chairman Vivek Nair and co-chairman Sunit Kothari along with the other members of the convention organising committee will welcome the delegates in the land of sunkissed beaches, glorious sand and exotic wildlife. All the sessions are slated to occur at The Leela, Goa, the venue partner for the occasion. Business sessions pertaining to the current needs of the hospitality industry have been planned for the delegates, thereby ensuring topicality and relevance of the deliberations. Keeping in mind the languid beauty of the region, traditional Goan dances along with various other Goa tourism gigs have been organised. Friday, September 7th will see business sessions on Employee Retention and Manpower Planning, Use of Social Media in Hotel Marketing, Sustainable Development Practices in Hotels and Restaurants. Saturday, September 8th will witness an array of sessions --- In the Hot Seat-Emerging Young Turks followed by New Trends in Hotel and Restaurant Designs, Investment opportunities in the various states of India. The event will also see the conferring of FHRAI Awards. ■ July 2012 HOTELSCAPES

ONE-ON-ONE

BIRD GROUP TO OPEN FIRST DUSIT PROPERTY IN INDIA THIS YEAR Thailand-based hospitality major Dusit Thani will have presence in India soon. The group has joined hands with The Bird Group, which under its wholly owned subsidiary, Bird Hospitality Services (BHS) will be developing hotels in the country. The partnership will combine the hospitality expertise of Dusit International and the local knowledge and network of Bird Group in developing Dusit properties, says Ankur Bhatia, executive director, Bird Group. In further conversation, he tells us about the brand and the plans for India. What was the motivation for venturing into the sector? Bird Group is a highly esteemed and recognized name in the travel fraternity today. After establishing ourselves as a pioneer in travel technology through Amadeus India, we have ventured into other verticals, hospitality being a major vertical. We are passionate about cre-

ating a collection of hotels and resorts that will become extraordinary places of distinction and a benchmark for the hospitality industry in India. Through our strategic alliance with Thailand’s premier hotel brand, Dusit International in March 2007, we have launched Dusit Bird Hotels (DBH), a joint venture hotel management company, which will open its first hotel, Dusit Devarana New Delhi, in 2012. The partnership will combine the hospitality expertise of Dusit International and the local knowledge and network of Bird Group in developing Dusit properties.

You signed up with Dusit Thani for multiple hotels. What is the update? What is the kind of investment you are putting in?

ANKUR BHATIA EXECUTIVE DIRECTOR, BIRD GROUP

The group aims to create world class hospitality assets that offer unique services and bring innovative entertainment options into India. Our focus is to create a collection of hotels and resorts that will set a benchmark for the hospitality industry in India. 8

HOTELSCAPES July 2012

As shared above, in March 2007, Bird Group forayed in the hospitality sector (50:50 joint venture) with Thailand’s premier hospitality group, Dusit Hotels and Resorts. Through our partnership the group will open 20 hotel and resort properties in the Indian subcontinent in the next ten years. During the first phase of development, six properties shall be developed by BHS and a simultaneous expansion will be carried out through management and franchise contracts with hotels that fit the high brand standards set by the joint management company. Dusit Bird Hotels (DBH) is all set to operate its first hotel, Dusit Devarana, New Delhi by the last quarter of 2012. The group will be introducing other Dusit properties in Rishikesh, Jaipur and Goa, shortly. In addition, a dusitD2 will be opened in New Delhi subsequently.

Meanwhile, you bought a hotel – Royal Park -- in London. How is it doing? What is the profile of visitors at the hotel? Bird Group ventured into the international market with the purchase of the Royal Park Hotel in 2011. An intimate and luxury boutique hotel in London, it comprises three carefully restored mid 19th century townhouses. Ideally located on Westbourne Terrace, overlooking the Hyde Park, the hotel has 48 elegantly furnished rooms and suites. Ideal for business, leisure or romantic trysts, the hotel will continue to enjoy its boutique hospitality charm under the ownership of Bird Hospitality. The property is hi-end luxury and the profile of visitors is more of hi-end leisure travelers as well as corporate travellers. It’s been doing well.

What are your future plans? How are you looking to position yourself in the hospitality space? The group aims to create world class hospitality assets that offer unique services and bring innovative entertainment options into India. Our focus is to create a collection of hotels and resorts that will set a benchmark for the hospitality industry in India. We are creating the best in class for luxury hospitality not only for India but on global standards.

Are you looking at more overseas acquisition opportunities? Yes, we most definitely are. However, it’s too early to divulge any details about the same. ■ as told to PURVA BHATIA

July 2012 HOTELSCAPES

HOSPITALITY REPORT

Centre, Private Sector Partnership Needed to Strengthen Tourism Sector: FICCI â&#x20AC;&#x201C; YES BANK REPORT The government should partner with the private sector and frame a dynamic policy to boost the tourism sector in the country, says a report by FICCI-YES Bank.

hile infrastructural develop ment is essential for robust and sustained growth of the travel and tourism industry, past experiences have shown that without simultaneous attention to human resource development, proper utilisation becomes an issue, which either leads to a premature depreciation of infrastructure or its under-utilisation, reports a study by FICCI and Yes Bank on capacity building in tourism industry. The report suggests the following steps to ensure that the vision for the growth of manpower in tourism stays on the path of progressive development. Dynamic Policy Framework: The policies and guidelines devised for HRD programmes have to be designed as per the market forces of demand and supply, as well as focus upon developing the base level skills (communication, etiquettes etc.) across all segments. The setting up of National Skills Development Corporation under which Sector Skills Councils (SSCs) have been established to supplement the vocational education system of the country and the SSCs of every industry sector have the active support of all major players of that sector, in order to be successful in its role. Action points for tour guides: Government should make the tour guide associations a consultative partner. Not only will the measure provide the government with an insight into the guidesâ&#x20AC;&#x2122; problems, but the authorities can also look at this a training dissemination platform. Though capacity building programmes have picked up momentum in the country and are in10

HOTELSCAPES July 2012

creasingly becoming streamlined and professional, but assessment is still proving to be a problem. The Ministry of Tourism, Government of India has instituted guidelines for training of regional level guides through the Indian Institute of Tourism and Management or their chapters or any other recognised institute in coordination with the concerned regional director. Action points for taxi drivers: The safety of the tourists is in the hands of the taxi or coach drivers and the behavioural pattern of the drivers defines the comfort level of the tourist. Good training and capacity building will not only increase his business possibility, but also build up the brand India. The owner of the taxi stands and the operators on ground needs to be roped in by the Department of Tourism in each state to train the ground drivers. There needs to be a clear demarcation between drivers accompanying the tourists for multi-station trips and city or region specific drivers to prepare the training blueprints appropriately. The drivers who often face precarious situations like accidents and road blocks need to be trained in crisis management skills and first aid. Workshops in communication skills need to be conducted by the state governments through the industrial chamber bodies, where even the owners need to be trained in best behaviour practices with guests. Action points for travel and tour operators: Certification is a crucial aspect as it provides a degree of credibility of the travel and tour operators and confidence in their ability to offer the services as promised. Ministry of Tourism has a scheme of approving Travel Agents, Inbound Tour

Operators, Adventure Tour Operators, Domestic Tour Operators and other sectors. However, the operators covered under this scheme should be reviewed periodically and initiatives should be undertaken to increase its reach. Another innovation that can be introduced is the concept of star category rating of Travel and Tour Operators where the rating parameter is developed keeping in mind the different components that make up a tourism product. Apart from certification, training is a crucial component for capacity building of travel and tour operators and emphasis

HOSPITALITY REPORT

The private sector can bring in relevant experience for skill development which can help in developing industry relevant skill sets crucial for growth of the workforce of a particular sector.

needs to be laid on: ability to handle the complaints of a diverse profile of customers; time management, people management and client handling and developing a flavour of the local demography and attractions. Action points for hotels and restaurants: There is an urgent need to institutionalise capacity building in all segments of the hotel industry particularly in emerging options such as budget hotels and service apartments and even the restaurants and hotels present in the unorganised segment. Recent studies have shown that the preference for accommodation is gradually

shifting away from budget to the semi-luxury and luxury segment. In 2015, the share of classified category is estimated to increase to 62.7 per cent with budget categoryâ&#x20AC;&#x2122;s share decreasing to approximately 47 per cent as compared to 58.7 per cent and 53 per cent in 2010 respectively. Despite the decline, there is an urgent need to augment the training infrastructure available to service the budget category hotels. The IHMs and FCIs are primarily involved in catering to the organised sector workforce. At the same time, there are a large number of persons who are engaged in the unorganised

sector such as small hotels, road side eating places, ticketing, travel agencies, drivers and dhabas. The tourists come in contact with various service providers therefore it is necessary that these are given certain inputs and certifications which can improve their behaviour and service levels. Public Private Partnership: The private sector (especially industry) can bring in relevant experience for skill development which can help in developing industry relevant skill sets crucial for growth of the workforce of a particular sector. These private sector initiatives can be appropriately certified or monitored by the government and hence PPP is an important institutional innovation for capacity building in the tourism sector. One such initiative has been setting up of the National Skill Development Corporation which aims at setting up of SSC. The SSCs will play a significant role in setting up and determining skills, competency standards and qualifications for various jobs, which can be used by companies to assess employee performance and skill development needs. As a part of the private initiative, the NGOs and local travel associations, need to hold training sessions for the tour guides, drivers and tour operators, especially before the onset of the tourist sessions. A status report from the local authorities could be send to the Department of Tourism in the state and likewise the Ministry of Tourism can be updated about the initiatives taken. The concept of People Public Private Partnership (PPPP) or Public Social Private Partnership (PSPP) as a more inclusive form of development is gaining force, owing to the fact that a large portion of the workforce requiring capacity building falls in the unorganised sector. The PSPP model is an attempt to restore the social equity as the dispersive nature of the effects of incremental tourism tends to affect a wide part of the society. â&#x2013; July 2012 HOTELSCAPES

REPORT

Six Questions Hoteliers should Ask to Evaluate Sustainable Technologies When hoteliers and vendors communicate early on to evaluate a common series of due diligence issues, it enables both parties to rapidly and efficiently identify whether a technology, service or product makes sense for a particular hospitality asset.

s a global hospitality consultancy, HVS is often asked to comment on emerging technologies that are potentially applicable to hotel and resort operations – both from the perspective of hoteliers who want to learn further about opportunities for the modernisation of their assets, and vendors who are keen to expand their hospitality product and service offerings. These technologies are especially prevalent in building equipment, given an expanding focus on sustainable development and operation. Regardless of the nature of the technology or whether HVS is approached by a hotelier or a vendor, our response to these sorts of inquiries is consistent: we contend there are certain common due diligence issues that are essential to validating any technology, product or service for its potential effectiveness in a hospitality context. This article covers six fundamental issues that should be discussed between hoteliers (owners, operators, and developers) and vendors as an early component of the procurement process. While this approach can be applied to any product or service, it is especially relevant for emerging sustainable technologies with larger capital requirements such as alternative energy plants, building automation and energy management systems, large-scale laundry systems, motor and drive retrofits, waste plants, and other back of the house equipment.

Where is the technology operational today? The greatest indication of the viability of a new or emerging technology is its performance in a real-world operational context. If the technology is already deployed in hotels, the first step in the due diligence process 12

HOTELSCAPES July 2012

should be to speak with owners or operators of facilities who are already using it, in order to ascertain its performance and cost-effectiveness. Owners should be cognizant of the fact that a relatively new installation (within 1-2 years) may not provide an adequate indication of the longer term performance and operations & maintenance (O&M) costs, both of which factor into the overall return on investment. For emerging technologies that have not yet been tested in the context of hospitality or commercial real estate, the hotel owner is assuming some of the risk and liability of mechanical breakdowns, suboptimal performance, permitting delays, and other unknowns if they elect to proceed with installation of the technology on a ‘beta’ or ‘pilot’ approach. As such, these initial projects are often times provided by vendors at a significantly reduced cost in exchange for the opportunity to test the technology out in a practical application context.

What are the operational requirements and constraints? Subsequent to identification of the fundamental principles of the technology, it is helpful to have a clear understanding of installation requirements (e.g. space requirements, integration with existing building systems, etc.) and operational protocols (e.g. standard operating procedures, equipment scheduling, staffing requirements, etc). This information is typically best conveyed via product cut sheets and technical specifications from the vendor, although it is oftentimes helpful to engage in detailed con-

versations with the actual operators of the equipment in other facilities to ascertain their first-hand reactions to the technology. It is essential to identify any issues that may adversely impact the guest experience. These issues can originate in design (technology does not perform according to aesthetic requirements or brand standards), operations (equipment efficiency or downtime), or externalities associated with operations (secondary, unintended impacts such as noise, vibration, odors, air quality issues, etc). These issues are usually best identified by visiting one or more properties with the technology in-place. The hotel representative should ask for details regarding the anticipated maintenance regime and also review service

REPORT records (if available) for existing installations to understand common maintenance issues and costs. The expected service life of the installation should also be understood.

What is the feasibility of securing approvals and permits? The regulatory regime surrounding deployment of a new technology or product can range widely – from simple exemption from permitting requirements (for example, lighting or plumbing fixture retrofits in some municipalities) to the requirement for comprehensive approvals and permits at multiple levels of regulatory authority (for example, installation of an onsite power generation system). It is therefore important to identify the regulatory regime under which a technology, product, or service falls to properly scope project timeframes and soft costs. If the technology is new in a certain municipality and has not previously been permitted for use in a commercial building context, the owner and/or vendor should consider conducting an informal consultation with the relevant regulatory authorities to discuss the technology and receive preliminary feedback regarding the likelihood of securing the appropriate approvals and permits. This meeting is typically referred to as a pre-application consultation and is routinely conducted as an early component of the regulatory permitting process. Based on the level of investment required and the importance of the project to the organization, the hotel’s ownership or management may desire to participate in this meeting (in addition to the vendor and/or any retained consultants)

so they can learn first-hand regarding the anticipated permitting regime, timeframe, and costs. In addition to any construction or operations permits required, the hotelier should also understand any vendor licensures that demonstrate professional competency in the design, sale, and operation of the technology (e.g. business licensure, engineering accreditation, membership in relevant trade organizations, etc.), as well as adherence to relevant certifications and standards for the technology itself (e.g. Underwriter’s Laboratory, International Organization for Standardisation, etc).

What levels of financial performance are modeled, and are these costs and returns verifiable through actual performance? Most vendors of environmental technologies provide calculations regarding anticipated system performance and cost savings/ROI. Hotel representatives should ask for details regarding the calculations, any assumptions included (e.g. commodity rates), and whether the calculations are theoretical in nature or based on actual system performance. Whenever possible, it is preferable to speak with an owner with the technology already installed to understand how the system performs with regard to initial financial projections. If the technology is intended to replace or augment an existing utility (e.g. energy, water, waste hauling), the financial evaluation should include a sensitivity analysis based on anticipated future variations in commodity rates to provide a reasonable range of anticipated returns.

What are the environmental outcomes associated with installation and operation of the technology? If environmental and/or sustainability issues are an important consideration associated with the technology or product (from an ownership or brand compliance perspective), some level of environmental due diligence should be conducted relating to the potential reduction in resource consumption and/or waste generation associated with implementation of the technology. From an ownership perspective, it may also be prudent to perform a high-level

alternatives analysis to understand the highest and best use of working capital. For example, if a hotel’s carbon footprint is an immediately pressing issue (perhaps in terms of securing MICE business), the technology could be compared with other uses of capital to ascertain which investment will result in the greatest reduction in emission levels – and therefore be most attractive to potential customers. How does the vendor structure its relationship with the client?

The contractual relationship between the vendor and hotelier can be structured in many different fashions based on the scale of the transaction and potential cost savings associated with operation of the technology. While most transactions are straight purchase agreements, alternative relationship structures such as performance contracting, power purchase agreements, and equipment leasing are also being utilized with increasing frequency. The hotelier should inquire how the vendor typically structures its relationship with clients, as well as review any purchase or service contracts. The specific details of the agreements (e.g. term, performance stipulations, termination clauses, financing provisions, etc.) can then be evaluated against ownership objectives to determine if the technology is viable from an investment horizon perspective. This is also an opportunity to understand the warranty for the technology or service, and to discuss with other customers the extent to which the vendor stands behind their product.

Conclusion Although a technology may be identified as ‘sustainable,’ hoteliers should apply the same due diligence as with any other procurement decision, including consideration of technical merit, operational impacts and constraints, regulatory and brand requirements, and economic impact. Additionally, since these technologies are intended to minimize or reduce a hotel’s resource consumption footprint, it is prudent to evaluate the anticipated environmental benefits associated with the technology in comparison with other uses of capital which could potentially provide a greater environmental and/or financial return. By Kevin A. Goldstein, vice president of HVS Sustainability Services July 2012 HOTELSCAPES

BRAND ANALYSIS

IHG PLANS 32 HOLIDAY INN HOTELS IN INDIA Sees Growing Domestic Business Travellersâ&#x20AC;&#x2122; Demand for International Hotel Brands Friendly service and modern, attractive facilities define IHGâ&#x20AC;&#x2122;s mid-market brand Holiday Inn. The brand went for a global makeover, a couple of years back, to give it a new identity. InterContinental Hotels Group (IHG) plans to open 32 new looks Holiday Inn hotels in India soon even as it prepares to develop its Holiday Inn Express brand in the country. How do the two brands differ? What is the vision for Holiday Inn? Chris Moloney, COO, IHG, South West Asia answers these and more for us.

HOTELSCAPES July 2012

BRAND ANALYSIS Tell us briefly about the brand Holiday Inn. What is the USP of the brand?

and is set to grow significantly in the next few years. Given that business travellers in India on an average spend 27 nights away per year, Holiday Inn brand is well-positioned to address the need for internationally branded and high-quality hotels for the value conscious traveller.

The Holiday Inn brand family is the largest and most recognised hotel brand in the world. Guests stay with us because they can be assured of receiving a consistent, refreshed experience at an affordable price in any of our hotels around the world, which is why nine out of ten travellers have stayed at a Holiday Inn or Holiday Inn Express hotel – more than any other hotel brand in the world. Every year 100 million people stay at Holiday Inn hotels around the world – meaning three people check in to a Holiday Inn every second. In 2010 Holiday Inn completed the biggest ever re-launch in hospitality history with the US$1billion refresh of over 3,300 hotels around the world. Since this makeover, which was designed to ensure Holiday Inn continued to offer the things that matter most to our guests – great beds, great showers and a fantastic service, with a more up to date look. We currently have seven Holiday Inn properties in India and over 75 per cent of our development pipeline here is already Holiday Inn and Holiday Inn Express hotels. But the combination of the size of the potential market, and our industry leading mid-scale brand, means we are actively looking to build on this. Our first Holiday Inn Express in India will open in Ahmedabad later this year.

has won the Best Mid Market Hotel Brand in the World and Asia Pacific by readers of Business Traveller for 11 consecutive years up till 2011.

How is it positioned in India? Is it different from the global positioning?

Who is a typical guest at a Holiday Inn hotel?

Our strategy in India is to have a significant presence across key business hubs and secondary cities. Given the increasing inbound and domestic market, we feel our internationally renowned brands are just what guests are looking for. Offering programmes that can keep children entertained is a mainstay of Holiday Inn hotels. The brand first pioneered its signature Kids Stay & Eat Free programme. This feature allows guests under 18 stay for free when they share their parents' room and children under 12 eat free with accompanying adult guests. Innovative hotel facilities, such as speciallythemed Family suites and KidSuites®, Kids Clubs and Teen Zones, are available at resort locations and are all specifically designed with the young guest in mind. This iconic brand celebrates its 60th anniversary in August this year and Holiday Inn

Like I mentioned, nine out of ten travellers have stayed at a Holiday Inn or Holiday Inn Express hotel. Every year 100 million people stay at Holiday Inn hotels around the world – meaning three people check in to a Holiday Inn every second. So we don’t have a ‘typical’ guest! Both domestic and international travellers would stay at a Holiday Inn an we have resources in India including a dedicated design and engineering team who design and project manage the hotels to the needs of the Indian market and its guests while maintaining the core DNA of a brand that is internationally known and loved. We see increasing demand from domestic business travellers seeking a hotel with an international brand at great value. India has a strong domestic market (over 740 million domestic trips were taken in 2011 in India)

How is Holiday Inn different from Holiday Inn Express?

CHRIS MOLONEY COO, IHG, SOUTH WEST ASIA

Guests stay with us because they can be assured of receiving a consistent, refreshed experience at an affordable price in any of our hotels around the world, which is why nine out of ten travellers have stayed at a Holiday Inn or Holiday Inn Express hotel.

Although from the same brand family, Holiday Inn and Holiday Inn Express serve different guests needs. The Holiday Inn Express targets a different demographic of business and leisure travellers who are seeking comfort and value accommodation at competitive prices in the heart of the city. This demographic of traveller is not seeking the full range of amenities such as a broad range of recreational or food and beverage facilities on offer at Holiday Inn.

How many hotels does the brand have in the country at present? What are the expansion plans? We currently have seven Holiday Inn properties across key business and leisure hubs in India. We have a robust pipeline of more than 32 Holiday Inn hotels, accounting for 75 per cent of our development pipeline in the country. We partner with a number of owners, for example, we also have management contracts with the Amrapali Group to add two Holiday Inn and four Holiday Inn Express hotels. This is in addition to the joint venture partnership with Duet India Hotels Group (DIHL) we signed last year to develop 19 new Holiday Inn Express hotels across more than 12 key cities in India by 2016. IHG has a robust pipeline of a total of 48 hotels (over 1,100 rooms) scheduled to open in the next few years and we’re well positioned to have 150 hotels in the country by 2020.

How is India contributing to the global revenues for Holiday Inn? We currently have seven Holiday Inn properties across key business and leisure hubs in India with a total of more than 3,300 Holiday Inn and Holiday Inn Express hotels around the world. Holiday Inn is a very important part of our future growth here – we have a robust pipeline of more than 32 Holiday Inn hotels, accounting for 75 per cent of our development pipeline in the country. ■ by PURVA BHATIA

July 2012 HOTELSCAPES

BRAND ANALYSIS

Mapple Spreads its Horizon to Chhatarpur, Eyes Tier 3 Cities Mapple Hotels launched its first hotel in 2006 and since then the brand has developed a portfolio of eight hotels and two trains in a short span of six years. This August, the group is all set to launch their second property in Delhi named Mapple Exotica in Chhatarpur. Sehar Shamim, general manager - sales & marketing talks exclusively to Hotelscapes about this new property and the groupâ&#x20AC;&#x2122;s future plans. Tell us more about the brand? We started in Hyderabad in November 2006, we either own or take hotels on long lease. Our partner Sanjay Wadhawan, who is also our joint managing director (he was responsible for setting up Usha Lexus chain of hotels) and our chairman Sanjay Chabbara, had an idea to have 3-4 star hotels. As an expansion plan we are looking at tier 3 cities apart from leisure and corporate sector. We also run the luxury trains 16

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The Golden Chariot and Maharajaâ&#x20AC;&#x2122;s Express.

Where all do you have properties? Besides having two properties in Delhi we have properties in Bengaluru, Corbett, Jodhpur, Manali, Pune, Bhimtal and Jaipur.

What is your business model? In every city there is a different business model for example in Delhi where we have two hotels we cater to the corporate, domes-

tic, social and the inbound traveller. We also do conferences and weddings. In Pune and Bengaluru we cater to the corporate, whereas in Jaipur and Jodhpur there is a mix of domestic, corporate, wedding and luxury segment.

How far have you achieved your objectives since the time you started? We have eight hotels and two luxury trains. In the coming years we will be looking at

Luxury on Wheels: The Golden Chariot SEHAR SHAMIM GENERAL MANAGER SALES AND MARKETING, MAPPLE HOTELS, PALACES AND RESORTS

In every city there is a different business model in Delhi where we have two hotels we cater to the corporate, domestic, social and the inbound traveller. In Pune and Bengaluru we cater to the corporate. In Jaipur and Jodhpur there is a mix of domestic, corporate, wedding and luxury segment. places like Udaipur, Jaisalmer, Lucknow, Ahmedabad, Mumbai and Bhopal to name a few.

Can you tell us something about your new property Mapple Exotica which will be opening in Delhi shortly? Mapple Exotica has 43 room properties and is spread across 8 acres of land in Chhatarpur in Delhi. It will be operational on August 1, 2012 and it has a plethora of options to host any indoor and outdoor events.

Mapple Hotels is the only private company in India running a luxury train called The Golden Chariot. The trains have two different itineraries. Pride of the South travels from MondayMonday from Bengaluru it travels through Mysore, Srirangapatna, Kabini, Shravanabelagola, Belur – Halebidu, Hampi, Badami, Pattadakal and culminates in Goa. Whereas Southern Splendour also travels from Monday-Monday from Bengaluru, through Chennai & Mamallapuram, Puducherry, Tanjavur – a World Heritage Siteumari, Thiruvananthapuram and ends at Kovalam Thotapalli and Alleppey. The 11 passenger coaches are replete with luxury and are named after the magnificent dynasties and empires that ruled this South Indian state, Karnataka - Kadam-

range of satellite programs, well stocked mini bars and complimentary tea and coffee makers.

Do you have a particular theme for these rooms? No, we don’t have any particular theme for these rooms.

Who is your target customer? Can you give us a break up of the hotel rooms, how many rooms and suites it will have? There are a total of six suites and rest are all deluxe rooms.

We are targeting all the segments starting from domestic traveller, corporate, (MICE) Meetings, incentives, conferences and exhibitions. At Mapple Exotica we have a 13,000 sq ft hall which caters to 1,000 people.

What all facilities do you offer in these rooms?

Do you have any restaurants or pubs where the guests can chill out?

All the rooms are replete with luxury like high definition LCD TVs with a huge

We have a pub and a restaurant. The restaurant named Elements will be catering to the

ba, Hoysala, Rashtrakuta, Ganga, Chalukya, Bahamani, Adilshahi, Sangama, Shathavahana, Yadukula and Vijayanagara. Each of the passenger coach has a cabin fully equipped with amenities like attached baths and plasma TV. There is a good storage space like cupboards to store luggage, a side table and reading desks in every room to name a few. The train also has two restaurants which are designed in Belur and Hampi style, catering to both the vegetarians and the non-vegetarians. There is also An Ayurveda centre, a spa and a gym for those who want to work out. For the connoisseur of fine wines there is Madira, the lounge bar which is designed in Belur style with the finest collection of wines and spirits.

connoisseurs of fine taste where as the pub will be having the best of wines.

What is the USP of Mapple Exotica? A lot of hotels cater to ‘a particular segment’ but we are catering to different kinds of markets. We can handle domestic, foreign, corporate and weddings. We are one stop wedding solution for: Theme weddings, exotic cuisine, beautiful floral decorations, exclusive and customised wedding cards, special rituals and performances.

What are you expansion plans how many hotels do you want to have in your portfolio? By the year end we will have 5 new hotels and the expansion prospects look bright. ■ by VASUJIT KALIA

July 2012 HOTELSCAPES

THE RIGHT INGREDIENTS FOR YOUR SPA

HOTELSCAPES July 2012

Products used in spa are as important as skilled therapists to offer guests a superlative experience. Experts say guests observe and feel the type of services that you are providing as well as the products used in the spa. So we spoke to some of the top spas to find out what products they use and how these help them differ from the others.

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The Imperial Spa and Salon Jacqualine Tara Herron, director Product: We have our own brand SUFI for our signature massages, facials and spa therapies blended to our specifications. These are 95 per cent pure with a 75 per cent use of organic ingredients. We also offer Natura Bisse products that is an exemplary spa and skincare brand from Spain for which we have results driven skin specific facials and body treatments. We also use a traditional Ayurvedic product supplier for our Ayurvedic therapies and treatments. Natura Bisse are imported from Spain and SUFI are made by an international product development house based in India. Deciding on your spa products is a vital part of the development process as it reflects your spa concept, philosophy, standard, price point and guest expectation. Our spa seeks to embrace a ‘from the inside out philosophy’ utilizing pure and holistic products for detoxing and purifying, plus products to support real skin care solutions for visible enhancement and beauty. We have woven a Sufi theme through our spa naming and inspirational art-work and poetry which is also reflected in the product names and their formulations. These are also retailed within The Imperial. We brought Natura Bisse to India first and many of our international hotel guests already know the brand and are very pleased to see us offering their fabulous treatments and retailing the products. We retail Natura Bisse and some of the SUFI products plus our signature scent as an Eau de Toilette. Guest feedback: The guests do appreci-

ate the products used and as our staff receive top level training and guidance on how to use and sell the products and services, the guest is not left in any confusion about their benefits. Storage & Supply: For storing the products, we have storage in cool, dark places away from direct heat and sunlight. Some of our more sensitive products are stored in a large refrigerator bought for this purpose. We have very good relationship with our suppliers so there is consistent support and supply. However as overseas purchases can be a long process, we plan well in advance so lead time is considered for delivery to avoid running out of essential items.

Maya Spa, The Zuri Kumarakom, Kerala Resort & Spa Dr. Sunil Kumar, spa manager Spa products play an important role in spa treatments of all kinds. For example, in Ayurveda, different oils have different effects on the body and in Western treatments the outcome of facials and scrubs depends on the products used on the body. Product: We use Pevonia products for the Western treatments and source our Ayurvedic products from Rajha Herbal and Iraya. All of them have distributors and they supply according to our needs. While selecting the products, the quality of the products is of prime importance because that defines the entire spa experience. The consistency in quality is important too because a product that has built a reputation over time is more dependable. The Pevonia products are unique and have a wide range of beauty products that we use exclusively for pigmentation, aged

JACQUALINE TARA HERRON DIRECTOR, THE IMPERIAL SPA AND SALON

Our spa seeks to embrace a ‘from the inside out philosophy’ utilizing pure and holistic products for detoxing and purifying, plus products to support real skin care solutions for visible enhancement and beauty.

DR. SUNIL KUMAR MAYA SPA, THE ZURI KUMARAKOM, KERALA RESORT & SPA

While selecting the products, the quality of the products is of prime importance because that defines the entire spa experience. The consistency in quality is important too because a product that has built a reputation over time is more dependable. July 2012 HOTELSCAPES

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ALKA KATAR SPA DIRECTOR, R THE SPA, RADISSON BLU PLAZA DELHI

We use finest botanical products like Pevonia, and Spa Factory Bali that ensure the journey of the senses is truly blissful. We get the product supply from the Indian representatives/ exclusive distributors of the products in Delhi.

RICHARD ROSEN CORPORATE SPA HEAD, REJUVE THE SPA, THE LALIT SURI HOSPITALITY GROUP

We look at the quality and integrity of our products, how are they manufactured in regards to the cleanliness of the factory, equipment and staff coming in contact, the quality of ingredients used, the process used to blend and the packaging. 20

HOTELSCAPES July 2012

skin and especially for male skin. When certain products provide an exclusive benefit it boosts our wellness offering and helps us better to create a niche in delivering excellence. Guest feedback: Guests who frequently undergo spa treatments understand and appreciate the quality of products we use. In any case, before beginning a treatment our therapists always give the guest a detailed explanation on the different ingredients and benefits of the particular product chosen. We also have the retail range of the products we use in the spa. The sales have seen a substantial fillip in this financial year. Storage & Supply: All products come with quality packaging hence most of the time storage is not a concern. At times, certain oils are required to be stored in a dark place with less temperature and our spa has a dedicated storage area to preserve these types of oils.

R The Spa, Radisson Blu Plaza Delhi Alka Katar, spa director Products: Spa products play a pivotal role in designing the spa offerings and the choice of product is in line with the spaâ&#x20AC;&#x2122;s philosophy and concept. We use finest botanical products like Pevonia, and Spa Factory Bali that ensure the journey of the senses is truly blissful. We get the product supply from the Indian representatives/exclusive distributors of the products in Delhi. The factors taken into consideration while choosing the products are: whether the product is matching the service philosophy/ promise to deliver; distributorsâ&#x20AC;&#x2122; selection and credibility to avoid any after sales or supply

related concerns; product specifications, labelling and packaging, storage requirement; cost; products used in competition set up, service outcome especially any adverse effect, coverage-body, skin and hair care etc for target segment. Guest Feedback: Our purely botanical formulations provide basic value to Indian guests with western ethos and international guests with Indian ethos. We do not place undue stress on therapeutic aspects but guest derive this as a benefit from our quality products and carefully designed therapies. Our products are hypoallergenic, not tested on animals and absolutely safe for Asian and Western skin type. We have adapted the traditional offer of wellness to the business needs of a traveller. The spa provides guests with an option of extending the spa experience home after getting a treatment with the finest botanical formulations for an extended body, skin and hair care. It helps to keep the guest rejuvenated until the next spa schedule. The sale is on request and based on skin/body requirement. We keep all our spa products in airtight containers at a carefully regulated temperature away from direct sunlight.

Rejuve The Spa, The Lalit Suri Hospitality Group Richard Rosen, corporate spa head Products: We have specially formulated products such in the natural line using the age old recipes from India such as: Sara and Kyur Ayurveda both from South India. Also a couple of selected 100 percent natural products: Monica Polta and Vanya Natural. The popular Forest Essentials along with the

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much known brand Provonia. We get the supplies from Kerala, Risikesh and other parts of India along with the U.S.A. We first and foremost look at the quality and integrity of our products, how are they manufactured in regards to the cleanliness of the factory, equipment and staff coming in contact, the quality of ingredients used, the process used to blend and the packaging. Also the feel, texture, smell and also and very important the benefits of the product to our most valued guests. As Rejuve the Spa puts attention into every detail of our spa services all our products must also be one hundred percent pleasing to all the six senses. It is the quality of our therapists and S.O.P.s along with the ‘Products’ that create Rejuve the Spa to stand out from others. We have gone to great lengths in creating products that will assure us the very best in guest satisfaction. Rejuve the Spa combines the best from the West and best from the East. Guest Feedback: The simple fact that our turnaround rate is amazing says it all! Even the guest staying for a few nights will rebook the next day. It is common to see our guests coming in every day or two for a treatment. We are constantly getting feedback our spa treatments are amazing and they love the products. We are going to be getting into the retail aspect of the spa very soon. I don’t see storing the products as a challenge. As we pay attention to details and have a well trained staff this is not a challenge and I am most grateful too as this can really be a problem. We order for three to four months in advance or so depending on the time of year as to use all products well before its expiration period.

Divya Spa, The Leela Kovalam Sunil Raj, spa manager, As Ayurvedic system of medicine is strictly

personalized, it is important to choose the oil and medicines according to skin type and bodily ailments. After basic consultation with the doctor, will decide which oil is suitable for the guests. We use products from Softouch HCPL for Ayurveda treatments which is a multinational brand having branches in Middle East, South Africa and Europe. Since there is scarcity of herbs day to day, we are giving more preference to the brand from which all herbs in said product are available and authentic. All products are genuine and natural and specially prepared for our spa. This particular Spa oils which we use are only for professional use. But we have a retail collection from Kama Ayurveda and Forest Essential products. All our guests are very happy about the service and products which we using at the Spa. Most of the guests are aware of the differences in products used in one spa over the other. The Ayurveda oils prepared according to the old classics, so that the oils have a good shelf life and we are storing in a hygienic air conditioned room. We are taking all the measures for maintaining hygiene according to the health department of Kerala Government.

Devi Resorts Dr. Rejith Daniel, spa director Products: We use L’Occitane products and get the supply from Provence, France. We, at Devi Resorts, blend Rajasthan’s local ingredients with these products to enhance the guest experience of an Indian Mediterranean Wellness fusion. L’Occitane has Hectares of land in south of France where they cultivate the natural flowers, herbs, nuts etc. they are purely natural and we make products out of them. Factors considered: The main factors that

SUNIL RAJ SPA MANAGER, DIVYA SPA, THE LEELA KOVALAM

All our guests are very happy about the service and products which we using at the Spa. Most of the guests are aware of the differences in products used in one spa over the other.

DR. REJITH DANIEL DEVI RESORTS, SPA DIRECTOR

The main factors that we consider for any spa products are: its organic nature, eco friendliness, effectiveness and authenticity. L’Occitane is a brand that offers high quality and sensorial beauty products and fragrances. July 2012 HOTELSCAPES

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TARANDEEP AGM-MARKETING AND COMMUNICATION, JAYPEE HOTELS

The ambiance of the spa. Peace and tranquility are very delicate states to maintain and a spa’s ambiance is crucial in completing the experience. All the above mentioned factors are co-dependent.

RAVI CHANDRAN SR. VP & MD, SPA OPERATIONS BANYAN TREE SPA

Our refreshing blend of Asian-inspired treatments emphasises on the use of natural ingredients like Asian and native herbs, spices, flowers and fruits. All ingredients are freshly grounded and mixed on the day of the treatment. 22

HOTELSCAPES July 2012

we consider for any spa products are: its organic nature, eco friendliness, effectiveness and authenticity. L’Occitane is a brand that offers high quality and sensorial beauty products and fragrances. It uses natural active ingredients with proven traceability. It uses plant based active ingredients. Its products are authentic and “respectful”. The effectiveness of the products, relaxing and rejuvenating aroma which indeed is the purpose of any product, product distinction between skin types and conditions that caters to individual needs and requirement makes us stand out. Guests’ feedback: Once experienced, guest feels the heavenly experience which they have never had before. The survey of the guest satisfaction rating of our spas and the products reveal this exciting fact which itself is our success story. This also makes L'Occitane spas stands on top among other brands. In this modern era Spa users are well travelled guest. They can easily find out the difference in the spa products. In L’Occitane spas our professional aestheticians provides detailed explanation about each products with their benefits used during treatment with post treatments advises. Sanghvi brand’s promoters has taken the master franchise to develop L’Occitane Spas in India. We have 7 retail outlets in major cities of India. Every L’Occitane Spas in India also does retail. We are getting a tremendous demand for the products from every part of the country. Storage & Supply: Storing the Spa products and lotions is a big challenge. As all natural products need an optimum temperature to be stored, we make sure that the products are well stored at all times as per the specifications. We make sure that our inventory and storage process are closely monitored to avoid any kind of issues related to the spoilage of products.

Jaypee Hotels Tarandeep, AGM-marketing and communication At Tamaya, when guest experiences a relaxing and beneficial spa therapy that leaves a sense of satisfaction, it is because of three equally important factors working conjointly: a) The product used for the treatment. It is crucial to have a range of products that will deliver that satisfaction to the guest. b) The skill, knowledge and experience of the therapist give confidence about experiencing a therapy.

c) The ambiance of the spa. Peace and tranquility are very delicate states to maintain and a spa’s ambiance is crucial in completing the experience. All the above mentioned factors are co-dependent. Products: Tamaya-Spa.Salon.Wellness Centre uses products from Pevonia Botanica, an elite spa care line chosen by prestigious spas worldwide. When we recommend a Pevonia treatment, it is always after a thorough consultation. This is crucial because it helps the therapist to understand guest skin type, concerns, lifestyle and expectations of post treatment. There are other factors as well that influence this decision such as price, fragrance and ingredients. Guests’ feedback: Spa enthusiasts can easily differentiate between the quality of products that various spas offer. A regular spa visitor will definitely be able to find the difference in products that is used in one spa over the other. Each spa care brand has its own signature techniques in performing a treatment. Apart from the professional range, Pevonia has a home care range that compliments the in-spa treatments. We often have clients enquiring about the products used during the facial and body treatments. The home care products are meant as after care to prolong the results of the treatment undergone, making them quite popular. Pevonia has a wide range of home care products that include facial products such as cleansers and care creams to body products such as scrubs and body balms.

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Storage & Supply: Like all cosmetic products, these need to be stored in the cool dry place with the exception of a very few which need to be refrigerated once opened. These guidelines are not challenging to follow. If stored correctly the shelf life can be maintained easily.

Banyan Tree Spa Ravi Chandran, sr. VP & MD, spa operations The spa products and ingredients used for a spa therapy define the uniqueness of each spa experience. As the first luxury spa in Asia, Banyan Tree Spa prides itself in re-introducing an exotic blend of time-honoured health and beauty practices. Products used: At Banyan Tree Spa and Angsana Spa, our refreshing blend of Asianinspired treatments emphasises on the use of natural ingredients such as Asian and native herbs, spices, flowers and fruits. All spa treatment ingredients are freshly grounded and mixed on the day of the treatment. These refreshing ingredients are specially prepared for the various treatments such as body scrub, facial and body moisturising. Our lines of Banyan Tree Spa and Angsana Spa oil and spa products are created using time-honoured recipes originating from the ancient secrets to beauty and wellness. Working closely with three laboratories in China, India and Thailand, our products are exclusively formulated with all-natural ingredients. Awarded certification by the respective local Ministries of Health, the

products undergo stringent tests. Inspired by our exquisite spa treatments, Banyan Tree Gallery and Angsana Gallery – our spa retails – introduced the Banyan Tree Spa and Angsana Spa Essentials outlets alongside the award-winning Spas, which offer visitors the option of recreating the contemporary Asian spa experience in their homes. The unique merchandise range includes quality essential and massage oils, aromatic incenses, signature hair and body care toiletries, and aromatherapy accessories such as ceramic oil burners, incense holders and eye pillows. Our range of Banyan Tree Gallery and Angsana Gallery skincare and haircare products such as shampoo, conditioners and scrubs are inspired by our spa signature treatments and cater to different skin types. We do not use other Spa products brands. Guests feedback: Guests do appreciate the back to basic, non-clinical and holistic ‘high-touch, low-tech’ approach of our Banyan Tree Spas and Angsana Spas. Many regular guests love our brands and our spa philosophy. Our refreshing blend of Asian-inspired treatments emphasises on the use of natural ingredients such as Asian and native herbs, spices, flowers and fruits. We are dedicated towards selecting fresh and indigenous ingredients for our product lines. This similar concept applies to Angsana products.

Sereno Spa, Park Hyatt Goa Dr. Ratheesh Kumar, spa manager To get the best effect from any spa treatment, the products used play a very important role. The spa products act as a main link that connect a particular spa treatment with the guest and hence attracts more customers as it enhances the treatment benefits, as well as the major ingredients present in that particular product work on the healing attributes. The product quality that you purchase for your spa should be par excellence. Products: At Sereno Spa, we mainly use customised products from Iraya, as well as an international spa product range and treatments from Comfort Zone and Thalion. We also use traditional Ayurveda products from Kotakkal Arya Vaidyasala. Before finalizing a particular product range, we look into the following aspects: brand value, ease of availability, natural in-

DR. RATHEESH KUMAR SPA MANAGER, SERENO SPA PARK HYATT GOA

Get the best effect from any spa treatment, the products used play a very important role. The spa products act as a main link that connect a particular spa treatment with the guest and hence attracts more customers. gredients, product customization and therapeutic effects. The products used in our spa stand apart as we customise the entire range of products used for our treatments as per our personal specifications. Guest feedback: Guests are well informed and well-travelled; they can tell apart an inferior product from a superior one. We have a spa boutique at Sereno Spa, where most of our treatment products are available for guests to purchase. The spa boutique is quite popular as we recommend products to guests for daily use as per their body type and constitution. We have advanced storage facilities for storing our products. All spa products should be stored in dry, cool and ventilated areas, so that the efficacies of the products are preserved for a longer time. Lotions and creams are stored in good quality air tight plastic containers, whereas aromatic oils, massage oils and essential oils are stored in airtight aluminum or opaque glass bottles. Also, we need to ensure that spa products are stored in a hygienic and clean environment, as it’s always vulnerable to external climatic changes. ■ July 2012 HOTELSCAPES

INNOVATION

MEETING ROOMS THAT MAKE YOU FEEL AT HOME Hyatt Innovates with Residential Style Meeting Rooms Make room for an intimate, personalized, tailor-made ‘meeting’ experience at Park Hyatt Hyderabad. The execution of the concept is aided by a dedicated events service team.

SVEN HOFFMEYER GENERAL MANAGER, PARK HYATT HYDERABAD

Park Hyatt Hyderabad is the first hotel in India to feature Hyatt’s innovative residentialstyle meeting concept. Named The Manor at Park Hyatt Hyderabad, the meeting facilities are designed in a comfortable and welcoming style to reflect the entertainment spaces of private homes. 24

HOTELSCAPES July 2012

igh-tech gadgets, excellent internet connectivity, convenient meeting spaces – business hotels are putting all the stops to grab a share of the growing business travel market. Hyatt is doing so with it’s innovation in developing residential style meeting concept. The facilities are designed to offer comfortable environment for business meetings and events. The concept can be seen at Grand Hyatt Dubai’s Al Manzil, which boasts of style elements of Arabic hospitality and architecture. In India, Park Hyatt Hyderabad is the first hotel to feature this concept. Named The Manor at Park Hyatt Hyderabad, the meeting facilities are designed to reflect the entertainment spaces of private homes. The hotel offers small and mid-sized groups a personal, tailor-made meetings or events experience, which is aided by a dedicated Events Service team. Hotelscapes spoke to Sven Hoffmeyer, general manager, Park Hyatt Hyderabad who tells us about the concept.

Tell us about the concept of residential style meeting rooms. What elements make the room ‘residential’? Park Hyatt Hyderabad is the first hotel in India to feature Hyatt’s innovative residential-style meeting concept. Named The Manor at Park Hyatt Hyderabad, the meeting facilities are designed in a comfortable and welcoming style to reflect the

INNOVATION entertainment spaces of private homes. This unique concept offers small and mid-sized groups a personal, tailor-made meetings or events experience aided by a dedicated Events Service team.

Currently Grand Hyatt Dubai and Park Hyatt Hyderabad properties boasts of Residential Style Meeting Rooms. What about other Hyatt properties?

What is the advantage the guests have with these rooms?

Each property has its own USP. Hyatt selects new properties around the world to be fitted in a particular market. Hence if the concept of manor fits the market then the residential style meeting rooms are set-up.

●

It’s more personalized

● You can decorate the manor with your personal pictures/belongings to make it look more homely.

Comfort seating (couch/lounge seating) – Flexible for 10 to 80 people ●

● Inbuilt refrigerators, Nepresso coffee machine ●

Natural day light to make it more homely

What is the average capacity of these rooms? The average seating capacity of the manor may vary based on the way it is designed. This one provides flexible seating for 10-80 people.

How will these rooms help

Concept of the Manor House ☛ The Manor house was a large country home owned by the Lord of the manor or an important nobleman and was famous for its weekend parties. The rich and famous would leave London at the beginning of summer and migrate to their country homes for much of the season. But they would spend their time visiting and attending the house parties of friends and family who owned similar manor houses in the area. At the beginning visits would last for several weeks, or even months until the roads improved and the visit become shorter but more frequent. The main source of entertainment were the parties, which were more than just passing the time of day with friends or family, it was a venue to talk business, politics and to socialize. Although relaxation was the main reason for a country house visit, the deals that went on behind closed doors could further your business and career. It was a very early form of networking as we know it today. Every day breakfast was an informal affair with guest helping themselves from a sideboard and they would sit where they wished much like the manor in Park Hyatt Hyderabad.

Hyatt position itself differently from others? Normally, banquet events are considered to lack personalised attention given to guests at fine dining restaurants. We have taken a step ahead and made sure that even for a small event, we can offer our guests personalised service with an interactive kitchen. Also breaking away from the norm of standing buffet our guests can choose to be comfortable in a couch or sit on a dining table to enjoy the meal. ■ AS TOLD TO PURVA BHATIA

July 2012 HOTELSCAPES

DESTINATION ANALYSIS

engaluru (formerly known as Bangalore), the capital city of Karnata ka, once called a ‘Pensioner’s Paradise’ has now emerged as India’s bustling science and technological centre. The city’s tree lined streets, numerous parks and greenery have led it to being called ‘The Garden City’. Bengaluru attracts people from all over the world due to the presence of numerous high-tech knowledge hubs evident from the establishment of premier research centres like Indian Institute of Science (IISc), National Institute of Advanced Studies (NIAS), Indian Space Research Organisation (ISRO), Defence Research and Development Organisation (DRDO), Indian Institute of Management (IIM), Indian Institute of Information Technology (IIIT) and several professional engineering and medical colleges at undergraduate and graduate levels. Bengaluru offers unmatched growth opportunities attracting migrants from all over India. This has resulted in making Bengaluru one of the most ethnically diverse cities in the country. In tandem with the overall

Sheraton Bengaluru

Bengaluru Hotel Market: Significant New Supply Slated to Enter, says Jones Lang LaSalle Hotels Research growth trends, Bengaluru has developed several shopping malls and multiplexes. With an active night life and a fast growing population, a large number of restaurants and pubs populate the city. After liberalisation of the Indian economy, Information Technology (IT) firms such as Infosys and Wipro established their base in the city and the success of many of these companies have conferred it the status of ‘India’s Silicon Valley’. Bengaluru contributed 36 per cent of all software exports from India in 2009-10. The city has also grown to become a manufacturing hub particularly for heavy industries like aerospace, defence and machine tools. Due to the presence of a large number of national and multinational companies in the city, Bengaluru leads in commercial stock over other tier-1 destinations including Delhi and Mumbai. This development profile has also 26

HOTELSCAPES July 2012

proven beneficial to Bengaluru’s lodging industry, which has consequently witnessed substantial growth over the past few years.

lectively contributing 6 per cent to the overall branded lodging supply. The 2-star category contributes only 1 per cent to the overall branded supply.

Hotel Supply Distribution Based on our research, Bengaluru has 48 branded hotels with 7,734 rooms spread across various star categories. Some of the prominent international operators in Bengaluru include IHG, Starwood, Accor and Wyndham. 5-star deluxe hotels represent 15 per cent of the total supply while 5-star hotels dominate with 33 per cent of the total inventory. The 4star hotels contribute 21 per cent whereas the 3-star category contributes 24 per cent. Serviced apartments in Bengaluru are currently offered by four properties in the branded segment namely Oakwood Premier Prestige, Royal Orchid Suites, Mercure Residences and Ascott Group’s recently opened Citadines col-

Lodging Market Performance Based on Jones Lang LaSalle Hotels’ research, the below graph represents the market-wide occupancy, Average Daily Rate (ADR) and Revenue Per Available Room (RevPAR) performance of the Bengaluru lodging market beginning fiscal year 2008-09 through 2010-11. The performance data is for branded hotels across all segments. ● Market-wide occupancy was at 67 per cent during 2008-09 before witnessing a steep decline to about 55 per cent in 2009-10 as a result of substantial supply increases coupled with an ensuing economic downturn. Several companies also scaled down their trav-

DESTINATION ANALYSIS els due to the slowdown. However, as domestic and international economies stabilised in 2010-11, demand levels strengthened and signs of a recovery were apparent with occupancy bouncing back to 65 per cent ● Market-wide average rates peaked in 2008-09 at Indian Rupees (INR) 12,000 before declining by almost 32 per cent in 2009-10, as a consequence of the global economic recession. However, 2010-11 numbers show a rise of 7 per cent in the average rates taking it to a level of INR 8,700. ● Historically, Bengaluru has been ranked amongst the top performing markets in India in terms of RevPAR performance. Overall, as a result of occupancy and average rate dynamics, market-wide RevPAR declined by almost 44 per cent in 2009-10 from its peak in the preceding year. This decline can be attributed to the addition of new supply during this period as well as the ensuing economic downturn. However, data reviewed for the period 2010-11 reveals that RevPAR levels have bounced back by 25 per cent driven by an increase in occupancy levels. Premier Inn Bengaluru

Supply Pipeline Our research indicates that 9,779 rooms are expected to enter the Bengaluru market over the next five years. The upcoming supply includes 4,831 rooms currently under construction and another 4,948 rooms which are at various stages of planning. The upcoming inventory is mostly an amalgamation of domestic and international brands spread over various lodging segments.

Conclusion Bengaluru has emerged as a significant commercial destination over the last decade largely driven by the IT/ITeS sector. The city is also complimented by excellent road, rail and air connectivity. These attributes contributed in an exponential growth of the city with a large number of national and multinational companies establishing their corporate base in the area. As of December 31, 2011, Bengaluru features 6.1 million square meters of Grade-A office stock and this is anticipated to increase in the future. Bengaluru currently has 7,734 rooms spread across 48 hotels and the current supply is expected to witness a significant increase with 22 hotels in the branded segment coming up in the near future. Bengaluru lodging market was amongst the best performing hospitality markets in India in terms of RevPAR performance till 200809. A strong market performance in the past attracted a large number of developers to enter the hospitality space in the city. The subsequent global recession and addition of new supply caused the market-wide RevPAR to decline in 2009-10. Nevertheless, as the global and domestic economies stabilised, the performance of the Bengaluru lodging market bounced back once again in 2010-11. Overall, as a result of its strong lodging demand fundamentals, coupled with an excellent connectivity, we expect the market to maintain its position as a prominent hospitality market in India in the future. Nonetheless, the significant amount of new supply slated to enter the Bengaluru market in the coming five years remains as one of the largest threats to the market’s strength. In the longer term, however, we expect the new supply to be absorbed into the marketplace as more development and growth occurs. ■ Source: Jones Lang LaSalle Hotels Research, India July 2012 HOTELSCAPES

TRENDS Mood lighting at The Imperial Spa, New Delhi

LIGHT UP YOUR MOODâ&#x20AC;Ś

Leela Kempinski Gurgaon 28

HOTELSCAPES July 2012

TRENDS

Eminent architect, planner and writer, Denise Scott Brown once said, “The expression of the architecture will come from the lighting than its structure.” Hotels require mood lighting as per guest requirement and themes. Lighting also depends on the time of the day as well as space, furniture, colour and texture of the furnishing. All these factors play an important role in deciding the mood lighting of the area. Experts from the hotel industry and lighting giants share their views and ideas on the technological innovations in mood lighting.

The Imperial New Delhi Vijay Wanchoo, senior executive vice president and general manager Hotels require mood lighting based on the guest requirement and the theme of the area of the area which is to be lit up. Controlled lighting affects the mood of individual even scientists, designers and psychologists believe that lights play an important role on human mood and their social behaviors. Each area needs to be lit differently since the mood to be created in each area is distinct. In banquets, each event has different light requirements depending on the type of the setup. For weddings usually the lightening is extremely elaborate in banquet spaces, various effects are given depending upon the theme of wedding. Guest room and coffee shop should have more of task lighting. A spa needs to have dim lighting to create a warm, relaxing and inviting atmosphere whereas bar’s lighting needs to be more sensitive. By adjusting the mood lighting any room can change from a peaceful retreat to an energetic party place. We use all kind of lamps in conjunction with dimmers to set mood lighting of the area. Skillful application of mood lighting definitely has calming effect on the guests and by adjusting the mood lighting any room can

change from a peaceful retreat to an energetic party place. Revamping of mood lighting is generally done along with hotel renovation as a lot depends on interiors in deciding the mood lighting. It cost around 5-20 percent of the cost of project depending on the type of lamps and controls mechanism.

VIJAY WANCHOO SENIOR EXECUTIVE VICE PRESIDENT AND GENERAL MANAGER, THE IMPERIAL NEW DELHI

By adjusting the mood lighting any room can change from a peaceful retreat to an energetic party place. We use all kind of lamps in conjunction with dimmers to set mood lighting of the area.

Leela Kempinski Gurgaon Anil Kumar, director-engineering Lighting is an integral part of hotel interiors, it is the first thing which catches the attention of guests. Lighting requirement differs in each setup. For instance, in bedrooms, lights can be altered according to one’s mood with the help of several lighting options and dimmers. Lighting is also a tool of comfort as is air-conditioning. Lights can cause a sense of discomfort if it is brighter than required or too dim. In banquets, lights are adjusted as per the set up and the requirement of a wedding or meeting. In a coffee shop, the lighting pattern is set according to the timing – morning or evening but in guest rooms, it depends on individuals. We are currently using halogen lamps, GLS lamps for mood lightimg. For dimming, Led dimming is still under development.

ANIL KUMAR DIRECTOR-ENGINEERING, LEELA KEMPINSKI GURGAON

Lighting requirement differs in each setup... lighting is also a tool of comfort as is airconditioning. Lights can cause a sense of discomfort if it is brighter than required or too dim. July 2012 HOTELSCAPES

TRENDS The Fern, Jaipur

Concept Hospitality

PARAM KANNAMPILLY CHAIRMAN AND MANAGING DIRECTOR, CONCEPT HOSPITALAITY

Mood lighting helps elevate the experience of the guest and accentuates the hotel’s architectural beauty... it’s important to have mood or controlled lighting in banquet halls as they are used for different events. 30

HOTELSCAPES July 2012

Param Kannampilly, chairman and managing director Mood lighting helps elevate the experience of the guest and accentuates the hotel’s architectural beauty. Banquet halls are used for conferences, weddings, seminars and meetings hence it’s important to have mood or controlled lighting in banquet halls. Whereas in a guest room, mood lighting can be altered as per the need of the guest – watching TV or reading. In a coffee shop one requires lighting to enhance the experience of the guest, especially if live music is being played. We use LED lights to create different moods.

Wipro Lighting Shailesh Tokekar, group manager – marketing Mood lighting is about creating different moods with installed lighting system depending on need of applications in a particular area. Typically mood lighting is recommended in areas like guest rooms, restaurants, coffee shops, banquet halls and conference rooms in a

hotel. Mood lighting is very critical in hospitality spaces. Let’s take example of banquet hall where business meetings, product launches and social functions occur. Lighting requirement for each event is different. To create lighting scenario for each application, architectural dimming systems are used. Mood lighting creates an atmosphere which suits architectural surroundings. Lighting solutions proposed for banquet halls, food courts, coffee shops and guest rooms are different as visual needs are different in each space. By using architectural lighting controls system, one can create different lighting scenarios in these areas to suit a particular application. In restaurant and coffee shops the range of conceivable lighting moods is endless – from glaring brightness to intimate candlelight. The important thing is that the atmosphere should suit the architectural surroundings, ensure that food is clearly presented and looks attractive, and that visual conditions at the table are right for conversation. The level of brightness selected then determines the degree of intimacy for diners.

TRENDS Mood lighting creates stimulating atmosphere.

And all these priorities need to be addressed by lighting compatible with the catering concept of the house. In guest rooms, guests should be able to select and regulate the level and distribution of brightness in the room to suit their mood. Convenience is significantly heightened by central light control interface at the entrance of the room and also by the bed. Also, older people need considerably more light than young ones, so the psychological impression of brightness a hotel room makes differs significantly according to the guestâ&#x20AC;&#x2122;s age. For this reason alone, individual dimmer control is recommended for regulating lighting levels. Technology is the biggest enabler in mood lighting. Today we have a simplest form of single channel rotary dimmer available along with most advanced network managed lighting control system which can interface with other building management systems in a hotel. Advanced light sources like LEDs, dimmable ballasts and drivers along with lighting controls systems are recommended in various

areas in hospitality application. LED lights are preferred light source as they are compact, energy efficient, long lasting and are virtually maintenance free. Also, they create various colours as per architectural lighting requirement of indoor and outdoor space in a hotel. A good quality lighting control system offers flexibility, convenience and comfort to the users. A smart and stylish dimming system recommended for guest rooms, restaurants and banquet halls will pay back in three to four years considering the amount of energy is saved. Wipro has a dedicated team of lighting designers who understand need for lighting control systems and suggest energy efficient lighting solutions for hospitality industry.

Designers Group Khozema Chitalwala, principal architect designer Mood lighting has always been very important. A lot of small hoteliers in India have realized the importance of mood

SHAILESH TOKEKAR GROUP MANAGER â&#x20AC;&#x201C; MARKETING, WIPRO LIGHTING

Technology is the biggest enabler in mood lighting... we have a simplest form of single channel rotary dimmer available along with most advanced network managed lighting control system which can interface with other building management systems in a hotel. July 2012 HOTELSCAPES

TRENDS Public area lighting in hotel Cambay at Jaipur.

KHOZEMA CHITALWALA PRINCIPAL ARCHITECT DESIGNER, DESIGNERS GROUP

To us the total dressing and ambience is incomplete without mood lighting. Hotels have different areas and their functionalities differ... thus mood lighting plays an important role. 32

HOTELSCAPES July 2012

lighting specifically, in public areas. As a designer, mood lighting is the most important aspect of a complete hotel. To us the total dressing and ambience is incomplete without mood lighting. Hotels have different areas and their functionalities differ... thus mood lighting plays an important role. For example: at an allday dining, the importance of lighting on food, buffet area and illuminating the tables, highlighting walls is very important. Since the space is used throughout the day the lighting has to be different for breakfast, lunch, dinner and supper. Hence, it is necessary to create the right mood with the blend of natural light if available in these spaces. The banquet space is used for various conferences; the lighting requirement is different than the evening sessions after conferencing. For a marriage, party or any other social gathering the lighting requirement is absolutely different than what is required for a business meet. Hence mood lighting plays a very important role in

creating the right ambience. If we consider guest rooms we have various moods/scenes to be created such as reading mode, TV or entertainment mode, general ambience, sleep mode which are preset moods created by the designer for the convenience of the guest. Technology is moving very fast. It has moved from manual to digital to remote access. Today LED is the most important and most preferred form of lighting. As most hotel chains have become energy conscious and have started using them. Over and above, mood lighting also helps in using appropriate energy and also creates the right ambience. Hence, mood lighting also works as one of the green element in our overall design. Generally the revamping of mood lighting or introduction of mood lighting is done during the hotel renovation project. To do this in isolation is very difficult. Generally hotels revamp their mood lighting setups after eight to ten years. â&#x2013; by VASUJIT KALIA

July 2012 HOTELSCAPES

MARKETING

Pullman Gurgaon

MAXIMISE YOUR PROFITS WITH ‘Customer Relationship Marketing’ Customer Relationship Marketing is a customer-focused business strategy aimed to optimize revenue, profit and customer satisfaction. The practice believes that the buyer is always the king. Read on to know how hoteliers can maximise their profits by following this strategy.

ise words once said by Mahatma Gandhi hold true in to day’s competitive market: “Customer is the most important person for a business. He is not an interruption to our work but the purpose of it. He is not an outsider; he is a part of it. We are not doing him a favour; he is doing us a favour by giving us an opportunity to serve him.” Globalization in India has seen the entry of many International hotel chains in India which in turn has increased the pressure on the sales and marketing team in the hotel industry to cultivate profit. The efforts to survive in this competitive and its uncertain market place have led people to realize that managing cus34

HOTELSCAPES July 2012

tomer relationships is a crucial factor for their success.

What is Customer Relationship Marketing (CRM)? The concept of Customer Relationship Marketing emerged in 1990 and ever since, it has become an important tool due to compulsions of competition, globalization and emergence of more knowledgeable and demanding customers. Customer Relationship Marketing refers to all the marketing activities which are directed towards establishing, developing and maintaining successful relationship with customers. Customer Relationship Marketing is a strategy that can help hoteliers build long-

lasting relationships with their customers and in turn increase their profits through correct management system and application of customer-focused strategies. Akshay Kulkarni, regional director - hospitality, South and South East Asia, Cushman & Wakefield, said that although CRM is important, it’s imperative to understand and adapt the information which is generated from CRM. “It’s more important how one uses CRM. If one cannot make proper use of the information, it is of no use. In fact, many companies use similar CRM strategies and therefore, what do they do with the information generated from it makes all the difference and helps separates one company from the other.”

MARKETING Echoing the similar sentiments, Jagan Lacsher, hotel manager, Pullman Gurgaon Central Park, said, “CRM is an integral aspect of the Hospitality Industry. It essentially defines the quality and quantity of customer touch points and how well these are managed is what sets apart one Hotel from the other. In today’s competitive scenario, CRM could make or break a brand. Its effects and dimensions simply cannot be denied. Without proper customer relationship marketing, there is no way to attract and retain customers to the business. Hotels need to have a deep knowledge of their customers’ needs, behavior, and preferences to be aware of the ways in which their hospitality services will be delivered. The purpose of all CRM strategies should be to create value and therefore, stimulate customer retention and loyalty.” “Mere customer satisfaction does not assure loyalty towards any brand,” says Arminder Oberoi, connoisseur manager, Leela Kempinski Gurgaon Hotel. He adds, “I feel that each and every company has to face a cut-throat competition with other competitors for a foothold in the ever slippery market. Therefore, mere customer satisfaction is not enough to assure loyalty towards any brand. Since prospects are having many choices and are more price sensitive now, companies need to do something additional to woo customers and make them feel special. Therefore, companies need to emphasise more on relationships. Caroline Alexander, director of sales, Courtyard by Marriott Pune City Centre, strongly feels that CRM is the strongest and the most efficient approach in maintaining and creating relationships with customers. She says, “It’s not only pure business but also ideates strong personal bonding within people. Development of this type of bonding drives the business to new levels of success and that’s what sets you apart. Once this personal and emotional linkage is built, it’s very easy for any organisation to identify the actual needs of customers and help them serve in a better way.”

Applying Strategies There are four strategies that help in formulating Customer Relationship Marketing strategies. 1. Personalisation 2. Communication 3. Rewards 4. Special Treatment Benefits Personalisation: It refers to the social interaction between employees and their

guests. It is the way in which employee’s relate to their guests – cold and impersonal receptions on one end and warm at the other. So personalisation can be regarded as a medium of showing recognition and respect for the other party. Some of the indicators of personalisation are attempts made by employees in knowing their guests as a person, their efforts to engage in friendly conversation and ability to show personal warmth. This results in a feeling of being included in the communication process and of being liked and respected. About the importance of employees giving a personalised touch while interacting with the guests, Oberoi said, “It’s absolutely clear that employees have to contribute in the successful implementation of customer relationship marketing. But to achieve this, the employers need to ensure that they are doing everything to achieve the highest levels of employee satisfaction and they are well trained before they actually face the client. Employees should work together as team and be committed in striving to achieve the highest levels of customer service.” Communication: It’s the most important thing in any relationship; a hotelier’s communication with his guest conveys his interest in them and serves to strengthen their relationship. These communication strategies are a part of relationships marketing efforts and do not include mass-media communication. However this also does not include face-toface interaction with the guests as many hoteliers do adopt direct mail, e-mail, SMS and telephone as a means to interact with their loyal customers or the members of the loyalty programmes. Rewards: Giving a rewards always helps, providing guests with tangible rewards is referred to as ‘level one relationship marketing’ Here the hotelier relies primarily on the pricing incentives and money savings to secure customer’s loyality. Few examples are customer loyality bonuses, free gifts and personalised discount coupons, and so on. However, as far as the rewards as a strategy is concerned, Lacsher said, “We believe in retaining of loyal customers within the company and to honour this relationship we organize various personalized activities and rewards programmes which helps in creating a stronger bond and understanding between hotel and customers. Our Pullman Perks programme is specially geared to reward this much anticipated loyalty.”

AKSHAY KULKARNI REGIONAL DIRECTOR - HOSPITALITY, SOUTH AND SOUTH EAST ASIA, CUSHMAN & WAKEFIELD

It’s important how one uses CRM. If one cannot make proper use of the information, it is of no use. In fact, many companies use similar CRM strategies, but how they use the information makes a difference.

JAGAN LACSHER HOTEL MANAGER, PULLMAN GURGAON CENTRAL PARK

In today’s competitive scenario, CRM could make or break a brand. Its effects and dimensions simply cannot be denied. Without proper customer relationship marketing, there is no way to attract and retain customers. July 2012 HOTELSCAPES

MARKETING Kulkarni did not feel very enthusiastic about it when he said, “I don’t think rewards are as effective as is customisation. The client today is more interested in value rather than loyalty.” Special Treatment Benefits: A point to be noted here is that all the guests do not need to be served the same way. Let’s assume that if a guest receives personalised customized service from Hotel A and not from Hotel B, and if he values this service then he is unlikely to leave Hotel A for Hotel B. The hotels are quick to distinguish between two identifiable categories: Loyal and Non-Loyal guests and differentiating between these enables a hotel to address a person’s basic human need to feel important better. Oberoi said that all these strategies need to be followed to give the client a world class experience. He added, “We strive to follow all the CRM strategies as it is absolutely essential in today’s competitive world to go out of the way and give the client an experience which is beyond their expectations.” Caroline insists that CRM Strategies help the hoteliers in understanding the needs of their customers better. “The hotel industry is facing an increasingly competitive market that pushes the hotels

to have a greater need to differentiate their customers. Hotels need to have a deep knowledge of their customers’ needs, behavior and preferences to be aware of the ways in which their hospitality services will be delivered. The purpose is to create value and therefore, stimulate customer retention and loyalty. In other words, they need to create an exceptional experience adjusted to their customers’ needs to maintain the company’s long-term success,” she adds.

Managing customers

CAROLINE ALEXANDER DIRECTOR OF SALES, COURTYARD BY MARRIOTT PUNE CITY CENTRE

A CRM system consists of a historical view and analysis of all the acquired or to be acquired customers. This helps in reduced searching and correlating customers and to foresee customer needs effectively and increase business. 36

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Customer relationship marketing is about more than simply managing customers and monitoring their behaviour or attitude. CRM has the potential to change a customer’s relations with a company and increase revenues in the bargain. Furthermore it helps to know the customers well-enough to decide whom to choose and whom to lose. The objective of CRM is to recognise and treat each and every customer as an individual. “A good knowledge of our customers enables us to develop marketing strategies that target customer-specific needs and increase sales. One of the best and easiest ways to increase your revenue and profitability is to sell more to your existing customers. Therefore, it is absolutely essential to retain your old clients as we do not need to establish our reputation,” said Arminder Oberoi. However, Kulkarni felt that employees can contribute towards successful implementation of CRM, “Yes, I strongly believe in this because employees come face-to-face with the guests and they can capture the information better

while interacting with the guests. Because these days most of the guests refrain from filling the forms which are intended to gather personal information about them.”

Choosing attitude over skills According to Caroline, employees go a long way in contributing towards successful implementation of Customer Relationship Marketing and that’s why an employee needs to hired for the attitude rather than skills. She further added, “We prefer hiring people on the basis of their positive attitude rather than their skills. We feel that daily employee-guest interaction is by far the most important factor to create a “unique experience”, and keep building and maintaining customers trust. The company’s in-depth training ensures that all employees are on the same page and utilise the same interface service techniques when the guests come through the door. For instance, they welcome every guest by their last name and they are attentive to anything they might need without being intrusive.”

CRM and spurt in sales Scope of most of the strategies is maximisation of profit and CRM is no different. It can offer superior service at a lower cost, besides taking care of customer’s unspoken needs. Summing it up, Caroline says, “A CRM system consists of a historical view and analysis of all that is required to acquire customers. This helps in tapping in more customers which leads to steady business. ■ by VASUJIT KALIA

GUEST COLUMN

MANAGING WATER CRISIS India is expected to be a highly water-stressed country in 2020. The term water stress refers to the fact that less than 1000 cubic meters of water will be available per person, per annum. It’s imperative that the industry takes notice of the increasing pressure on scarce water resources, says Niranjan Khatri.

f we focus on the amount of water on earth, in percentage terms: 97 per cent of water is in the sea, 2 per cent is locked up in the Arctic and Antarctic Oceans and 1 per cent is fresh water. Of this ‘one percent’, 22 per cent is in the underground aquifer and the balance 78 per cent is found in lakes, rivers and ponds. India stands second among countries with the highest precipitation in the world. The country’s average is 1200 mm, with the maximum and minimum being 19000 mm in Cherapunji and 200-300 mm in Rajasthan respectively. India is fortunate to have a number of rivers crisscrossing the country. However, with the increase in industrialisation in the last 50 years, 70 per cent of our inland water has been contaminated due to industrial pollution and sewage. Today the country is facing acute water scarcity in many states and the availability of water per person per annum has come down from 6,500 cubic meters to 2,500 cubic meters per person per annum as per TERI. According to the World Watch Institute, Washington, India will be a highly water-stressed country from 2020 onwards. The definition of water stress is that, less than 1000 cubic meters of water will be available per person, per annum. Given the shortage, it is imperative that the industry takes notice of the increasing pressure on scarce water resources. By adopting water frugal technologies available in the market today they need to optimise the use of various grades of water for secondary use. ITC Maurya has installed STP (sewage treatment plant) and the treated water is used for flushing in the toilets, horticulture and the needs of the A/c cooling tower. The terminology for this style of water management is known as ‘demand’ side management. ITC Hotels has focused on water management issues holistically for the past 18 years in the process, we have reduced our water consumption by 50 to 60 per cent and implemented rain water harvesting in a pioneering manner across the chain. Other water frugal devices such as dual

“

ITC Maurya has installed STP (sewage treatment plant) and the treated water is used for flushing in the toilets, horticulture and the needs of the A/c cooling tower. The terminology for this style of water management is known as ‘demand’ side management.

”

flushing system, magic eye in the urinals and low flow showers have been installed, while water ‘swap’ concepts have been introduced in Hyderabad and Bengaluru. Knowing that the problem is looming in the horizon, the need of the hour is to change individual/ industrial attitudes to conserve water, as it also makes economic sense to do so. Before taking off, aircrafts have a very precise system of carrying fuel and water, based on distance, weather conditions and occupancy, to optimise fuel consumption, without compromising on safety, or passenger experience. The precision and frugality of design that enables the airlines to control spiraling prices of fuel costs. Such practices of space must be innovatively inculcated in the airports too. In this regard the airports in India have a great opportunity to embed water sustainable design by introducing taps with a flow rate of 2 litres per minute, as opposed to current flow rates of 6 to 8 litres per minute. This is akin to the flow rate of taps in modern aircrafts! Airports are air-conditioned and have the opportunity to recover a/c condensate water for reuse. The land footprints of airports by virtue of their business is enormous and this gives Indian airports an opportunity of developing a model of working towards water neutrality – which can ultimately become water positive and also serve to feed most water starved cities with rain water. This can be done by comprehensively harvesting water in their huge land spaces. Sometimes one hears of runways and passenger halls getting inundated due to heavy rain. The inconvenience and discomfort as well as the cost, caused due to such operational breakdowns can be avoided with forward-looking water management design. The huge footfalls in the airport restrooms will silently educate flyers to install such water frugal devices at home too. In the bargain we will be using water like we use eye drops! ■ The author is GM – Welcomenviron Initiatives, ITC- Hotels July 2012 HOTELSCAPES

DEVELOPMENT

THE BRANDED HOSPITALITY EXPERIENCE IN PILGRIM TOWNS Hoteliers are seeing an increase in room occupancies in pilgrimage centres like Varanasi, Vaishno Devi and Amritsar. Hotelscapes talks to some leading hoteliers to recount their experience.

HOTELSCAPES July 2012

DEVELOPMENT

he demand for branded hotels in religious towns is clearly on the rise and hotel chains are leaving no stone unturned to tap the growing opportunity in these towns. We talk to hoteliers from a cross- section of cities to get an insight on pilgrimage tourism and the business they are doing in these holy cities.

VARANASI WelcomHeritage Jukaso Ganges Manish Kumar Singh, general manager In a place like Varanasi, pilgrimage tourism is main source of business. Varanasi is main hub of Hindu and Buddhist tourism. The business here is seasonal; October to March being the peak season where as from April to Sept is off season. Varanasi is witnessing a steady increase in the number of tourists visiting the city because apart from pilgrimage tourism Varanasi is also an education centre and students come from around the globe to study here. We have made various packages to attract tourists some of them include Vishwanath Mandir darshan, Ganga Arti and Sarnath visit and sunrise boating. We are also going to launch an Ayurvedic Spa very soon; it will be added advantage for to lure more tourists. One of the greatest problems faced by the hoteliers is getting quality workforce at different skill levels. Most of the Hotel Management students join other sector like retail and aviation. The other challenge is to retain quality manpower, as attrition levels are too high.

Taj Nadesar Palace and Gateway Hotel Ganges Somnath Mukherjee, general manager, Prospects of pilgrimage tourism are increasing as lot of tourists are making Varanasi as a base to visit Buddhist destinations like Sarnath, Bodh Gaya and Kushi Nagar. Kashi Visvanath and evening Ganga Arti are world famous and now available on line for greater international awareness. Varanasi is the only destination in the world which attracts all three major pilgrims - Hindus, Buddhists and Muslims. The number of Chinese tourists is going to

MANISH KUMAR SINGH GENERAL MANAGER, WELCOMHERITAGE JUKASO GANGES

Varanasi is main hub of Hindu and Buddhist tourism. The business here is seasonal that is from October to March is the peak season where as from April to Sept is off season.

SOMNATH MUKHERJEE GENERAL MANAGER, TAJ NADESAR PALACE AND GATEWAY HOTEL GANGES

The number of Chinese tourists is going to increase as direct flight from China will come to Varanasi very soon. With international flights connecting Japan and Korea in the pipeline the place is all set to welcome more international tourists. July 2012 HOTELSCAPES

DEVELOPMENT

PIYUSH KAPOOR GENERAL MANAGER, HOTEL RITZ PLAZA

Amritsar has tremendous tourist potential not only because of the Golden Temple but also due to sites like Wagha Border, Maharaja Ranjit Singh’s Fort and Temple of Ram Tirath – which are located nearby.

ABHIJEET UMATHE SENIOR MANAGER (HOSPITALITY & LEISURE), KNIGHT FRANK (INDIA)

Religious tourism is dominated by sporadic seasonality as there is rush during holidays and special days specific to that deity or faith. The demand is like a pendulum swinging between extremes of high and low. 40

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increase as direct flight from China will come to Varanasi very soon. With international flights connecting Japan and Korea in the pipeline the place is all set to welcome more international tourists. Besides these there flights to Kathmandu, Bangkok and Colombo during winters this adds to the tourist convenience. With two main railway stations connecting all major cities of the country it is frequented by the rail traveller too. To cater to the increased tourist segment there are a lot of hotels, guest houses and dharamshalas. Year on year there has been an increase in influx of the pilgrims and both foreign and domestic tourists. Government has upgraded the airport to international standards. The year on occupancy has increased from by a healthy percentage in most of the categories. We further look forward to a better growth in the tourism sector in the next three years. One more segment that has substantially grown in the last few years is the domestic corporate sector from industries like automobiles, pharmaceuticals and power. However, the infrastructure of the city needs attention. We have recorded a year on year growth of both domestic and foreign tourists. Taj Group of Hotels have floated various attractive packages for tourists during lean season, like Bogo offers stay for two nights the third night is complimentary on room only, flexi credit offers a credit amount to the guest which can be redeemed in various hotel services, monsoon plan is a map package for two nights with additional discount of 20% on food and soft beverages, Spa Package offers one treatment complimentary with the room rate. We also keep on updating our packages so as to attract maximum tourists all over the world.

AMRITSAR Hotel Ritz Plaza Piyush Kapoor, general manager Today, pilgrimage tourism serves a dual purpose of both a pilgrimage and a holiday option. We need to develop the infrastructure in a manner that the tourist has many more sources of entertainment after he has paid respect at the place of worship. Amritsar has tremendous tourist potential not only because of the Golden Temple but also due to sites like Wagah Border, Mahara-

Hotel Ritz Plaza, Amritsar

Country Inn & Suites by Carlson Vaishno Devi

ja Ranjit Singh’s Fort and Temple of Ram Tirath – which are located nearby. There has been an increase in tourist arrivals over the last couple of years and we are doing good business. As per a leading national daily there are more footfalls at the Golden Temple than at The Taj in Agra. Not only us but all the hoteliers try and do something new and interesting from time to time in order to attract the tourists. We have packages designed whereby we offer stay and transport services at a very reasonable price to the tourists. But there are a lot problems faced by the hoteliers here there is a lack of skilled manpower as there are very few training centres and colleges, lack of basic infrastructure for the tourists in terms of roads, parking, public utilities, guidance and connectivity.

DEVELOPMENT

SANJEEV PAHWA VICE PRESIDENT, CDMS

Our property at Katra has performed very well for us. We have maintained 68-70 percent room occupancy during the previous years. And we hope to close 2012 with 75 percent room occupancy.

Knight Frank (India) Abhijeet Umathe, senior manager (Hospitality & Leisure) Religious tourism is dominated by sporadic seasonality as there is rush during holidays and special days specific to that deity or faith. The demand is like a pendulum swinging between extremes of high and low. For example Thursdays and Dussehra in Shirdi are the days of high pilgrim visitors but that would be limited in number not enough for a sustainable hotel market. The average stay is just over a day in these pilgrimage centres as the devotees come for a darshan and need rooms to relax and move on. That is the tourists aren’t there to holiday and hence the propensity to spend is low.

Moreover, there is no consumption of alcohol and non-vegetarian food which impacts F&B sales. In my opinion, low room occupancy, low food consumption and negligible beverage sales are some of the problems faced by hoteliers in this segment. Pilgrimage tourism is seen as an overall superset which continues to grow with increase in number of tourists to these entire popular centres.

VAISHNO DEVI Country Inn & Suites by Carlson Vaishno Devi Sanjeev Pahwa, vice president, CDMS The prospect of tourism is very good in the pilgrimage towns as the land is cheap and

there is good tourist traffic and the people will keep on travelling as long as the faith exists. But what has to be kept in mind is that the pilgrimage travellers won’t pay a premium price. Our property at Katra has performed very well for us. We have maintained 68-70 percent room occupancy during the previous years. And we hope to close 2012 with 75 percent room occupancy. When we started the rates were around Rs 2,000-2,500 per room per night which have moved upto Rs 3,800-4,000 per room per night. We are offering various schemes to woo more tourists. We are targeting MICE (Meetings, incentives, conferences, and exhibitions) market. We are trying to convert one night stays which the pilgrims prefer into 2-3 nights stay. Katra has sightseeing places like Patnitop which is located at a few hours drive from here. The pilgrims can visit the shrine first and later go for sightseeing and then return back to the hotel. Talking of the problems, the major challenge is that of connectivity, plus room rates can’t be very high so you cannot make super luxury hotels and one can serve only vegetarian food and no alcohol. ■ by VASUJIT KALIA

July 2012 HOTELSCAPES

GUEST COLUMN

CREATING THE RIGHT AMBIENCE FOR WHISKEY AFICIONADOS Whiskey is premium alcohol that is best enjoyed in a seating that matches the drink in terms of class and style. Nishanth Vishwanath lists out aspects that can cheer whiskey connoisseurs. he true pioneer of civilization is not the newspaper, not religion, not railroad – but whiskey” – Mark Twain In India whiskey aficionados must have wondered why there hasn't been a real homage to the master of all tipples. To end the speculation we at the Pune Marriott Hotel & Convention Centre have created for our guests a first of its kind Whiskey Lounge, ‘Bar 101’. Whiskey is a premium alcohol that needs to be enjoyed in a seating that suits the auburn hued liquid in terms of class and style. The décor of the lounge thus is a fine play of oak wood and classic leather, highlighted by a display of artifacts reminiscent to the Renaissance. Soft elegant lighting and cozy seating options render the all encompassing whiskey lounge with a warm and intimate ambience. With a perfect amalgamation of old world charm and contemporary sophistication, Bar 101 exudes the distinctiveness of colonial style and panachetrue to the character of whiskey. True to its name, ‘Bar 101’ houses the best and most unique selection of 101 whiskies from around the world. Along with a premium selection of scotch, bourbon and single malts, the lounge also houses unique Japanese varietals. Be it Highlands, Lowlands, Spey side, Islay, North American and all the way to the premium Royal Salute and the Talisker 30 years fine series ‘Bar 101’ houses it all! Whiskey as a beverage has very complex flavours even though it is composed of basic ingredients. Made in different countries across the world such as Scotland, Ireland, USA, Canada and Japan, the taste of the beverage from each of these countries has a distinct character of its own. We at the hotel respect the aforesaid fact and to ensure that we are able to appease the curiosity of the discerning audience we have kept various ‘Whiskey Appreciation’ evenings to introduce our guests to the various personalities

“T

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“

In India, the popularity of whiskies is on the rise. A major reason for this is the easy availability of a variety of different whiskey brands in retail stores which were earlier difficult to procure in India.

”

of the king of tipples. Another treat to the connoisseurs' palette is the varied collection of creamy, smoky and sweet whiskey liqueurs ranging from the Wild Turkey American Honey to the popular Baileys Irish Cream. Designed to suit various preferences, the extravagant menu offers a journey through the vast world of whiskey and valuable advice on whiskey and cheese pairing. The service further extends itself by offering cheese and chocolate gratis on rustic wooden boards and modest portions of hors d’oeuvres making an ideal venue for you to simply relax and enjoy! The Bar 101 also houses a collection of extremely high end cigars taking the concept of luxury sipping to a different level. In India, the popularity of whiskies is on the rise. A major reason for this is the easy availability of a variety of different whiskey brands in retail stores which were earlier difficult to procure in India. Another recent trend can be observed in the burgeoning of whiskey clubs and societies across the country. People from all across the world appreciate the King of Tipples and whiskey and food pairing sessions are very common nowadays and are attended by large audiences. Moreover, whiskey today is also no longer a man's drink as women are also now increasingly taking to the beverage. Looking at this, and the fact that the World celebrates the drink globally on World Whiskey Day that falls on the 27th of March, we at the hotel had celebrated the entire month as the Month of the Whiskey in order to pay homage to the auburn master. Bar 101 at the Pune Marriott Hotel is an exclusive whiskey lounge which has received the prestigious Gold Certification from the Whiskey Bars of the World. We would also be launching our own exclusive Whiskey Club by the end of July. ■ The author is Director of Food and BeveragePune Marriott Hotel and Convention Centre

July 2012 HOTELSCAPES

HR TRENDS

IHG Recognises Hard Work of its Employees Inter Continental Hotels Group held week-long celebrations to thank its employees and also awarded them for their achievements.

ven as the industry deals with the problem of retaining the right talent IHG continues its efforts to reward the hard work and loyalty of its employees. InterContinental Hotels celebrated a week-long marathon called ‘Thank You’ from June 25-29, 2012, to felicitate all the employees across their 4,500 chain of hotels. This event was organised by IHG to thank all its employees for their invaluable contributing to the group’s success. The group claims this is the largest recognition

initiative in the hospitality industry. During the week-long marathon in India, the group has organised various activities for around 3,400 employees from various departments across India.

The Celebration Week ‘Celebrate Service Week’ featured everything from movie screening, dance and cocktailmaking competition, talent show to rolling out educational policies for employees’ children. The first day of the celebrations was marked by extending a warm welcome to all employees. Each hotel under IHG brand organised its own set of activities. For instance, Crowne Plaza Bengaluru, Electronic City, hosted a lunch, which was organised and cooked by the HODs of various departments. The celebrations concluded by inviting family

members of the employees at the event. Recognising the need for an employeefriendly organisation, Holiday Inn Cochin introduced an educational policy for its employees’ children. The hotel is also encouraging its employees to be environment-friendly by planting trees on the National Highway in front of the hotel. At Holiday Inn, Mumbai International Airport, the entire week was celebrated with different theme lunches featuring regional delicacies, while, Holiday Inn Pune screened a movie for its employees along with the children from the orphanage. Similarly, Crowne Plaza Gurgaon, kickedoff the week with a red carpet welcome for the employees. At the same time Crowne Plaza Okhla, organised a friendly football match between the senior management and employees. Besides hosting luncheon and dinner fest,

SIMON MANOHAR DIRECTOR OF HUMAN RESOURCES – SOUTH WEST ASIA & SAUDI PALACES, INTERCONTINENTAL HOTELS GROUP

Celebrate Service Week is dedicated to thank each other for being there to make IHG Great Hotels Guests Love. The week is full of activities that create an even happier environment our hotels are greatly known for, including games, thank you gestures for the families of colleagues etc. An employee being welcomed by the management as a part of the service week celebrations. 44

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HR TRENDS the hotel also screened Bollywood blockbuster movie Kahaani for all its employees. The general managers across all the IHG hotels rewarded the employees with certificates of excellence, as a token of appreciation for their endless efforts. The celebrations across all hotels concluded with a video presentation of the activities recorded throughout the week. Additionally, all the hotels extended their gratitude by crafting special personalised Thank You cards to all the team members and their families. Here’s an excerpt from an exclusive chat with Simon Manohar, director of Human Resources – South West Asia & Saudi Palaces, InterContinental Hotels Group (IHG).

What is the purpose of celebrating 'Celebrate Service Week’? It’s the third year since we launched Celebrate Service, as a way to recognise the hard work and dedication of the more than 345,000 IHG employees around the globe. We've had outstanding participation from over 3000 hotels globally every time we’ve organised it, all joining the week-long celebration. Celebrate Service Week includes games, thank you gestures for the families of colleagues etc. The week is dedicated to the colleagues simultaneously across our hotels worldwide. During this week and before, great stories were uploaded onto our intranet and based on the stories, hotels and team members are awarded.

What are your long and short term (less than 1 year) HR activities plans? Across the regions we operate, IHG has got a robust plan of expanding operation with many more new hotels of different brands being added to our portfolio. This is indicative of the confidence the investors enjoy with IHG and in order to meet those expectations we have to ensure a sustained growth of ‘brandhearted’ colleagues from within IHG. This requires a highly competitive mixture of Performance Management System and Compensation package that will help us not only attract the right talent but also to retain and help them grow. That's our long term plan. In addition to achieving the regional targets on all four quadrants of IHG Steering

Special lunch menu for all employees during the ‘Service Week’ celebrations.

Wheel – a metrics that we use in all our hotels to align to the true north, our short term plan is to ensure the smooth openings of the new hotels in the South West Asia region that are joining our portfolio during the next twelve months, by sourcing the right pool of talent who can help us create the Great Hotels Guests Love. We also have a few talent management initiatives such as “One Step Ahead” in pipeline to be rolled out shortly, the successful driving of which will contribute to our long term goals.

Recruitment means critical function of HRM Department. How do you ensure that employees fit into the organisation well? We engage different resources in attracting the right talent, and we continue to reflect and innovate for ways in which we can make white whiter! For example, as we speak, there is a working group which is currently putting together a global tool-kit for “Employee Referral Program”, one of many such initiatives. To supplement these initiatives, we also have a robust on-boarding program that ensures a structured integration of new comers to IHG. Our Winning Ways serve as a simple but powerful radar that offers guidance in way of working, to fit into the organisation well. Our commitments of “Room to be Yourself” consists of 4 rooms namely Room To Have A Great Start, Room to Grow, Room to Be Involved and Room to be You are simply phenomenal for the colleagues of IHG to

make our hotels a great place to work.

How do you train, supervise and evaluate your employees? Each hotel carries out extensive training needs analysis using a uniformly structured system to identify the training that will support and drive the business. The Heartbeat scores and the scores from different metrics are used to decide on the various learning & development interventions required in the properties. The essential toolkits, materials and manuals etc., are provided to the units through our central resources library called Merlin. Winning Ways forms the fulcrum around which everything else evolves. Our Performance Management System has evolved over the years as a strong tool to evaluate and manage the growth of individuals with a perfectly aligned set of leadership competencies.

What more can you explore in this service week? Our hotels utilise various forums to recognize the great performers and continue to do so. Service Week marks a signature to these activities, where globally we are all aligned as one team in saying ‘thank you’ to each other for the great team we make as InterContinental Hotels Group. Every milestone offers us an inspiration to aim higher and this Service Week is one such that continues to inspire us to march forward as ‘Great Hotels Guests Love’. ■ by VASUJIT KALIA

July 2012 HOTELSCAPES

EVENTS & HAPPENINGS

Hilton Garden Inn Celebrates Art

ilton Garden Inn New Delhi/Saket has launched ‘Celebration of Creativity’, an exhibition of paintings by a group of contemporary artists, at India Grill, the all-day-dining restaurant and lounge. The artists whose paintings are on display include Anita, Gautam Kar, G Raman, Maitreyi, Mukesh, N.P. Pandey, Rakesh Mandal, Ram Onkar and S. Mondal. Guests of Hilton Garden Inn New Delhi/Saket, strategically located within the DLF Place Mall in Saket and in the heart of South Delhi’s shopping and recreation districts, will be able to soak in the rich, vibrant and expressive artworks that capture love, music and joy. With the onset of monsoons, the paintings of Lord Krishna pay homage to Janamashtmi, the Shri Krishna Utsav. The exhibition will be on display till August 31, 2012. The hotel has also tied up with Isha Singh from Art Laureate as a part of the initiative to promote art every month. The themes at the all-day-dining restaurant and lounge differ every month. For instance, there have been themes based on Ganesha, spirituality, Buddha and women. The paintings by solo as well as group artists are available for sale. ■

HOTELSCAPES July 2012

EVENTS & HAPPENINGS

Associate Appreciation Week at Renaissance, Mumbai

very year Marriott marks the anniversary of its founding, May 20th, by setting aside a week to express appreciation to the worldwide family of associates. Building on Marriott’s enduring culture of recognition and pride, this special celebration pays tribute to all associates for their dedication, commitment and outstanding service. Associate Appreciation Week 2012 was observed with great fervour and pomp at the Renaissance Mumbai Convention Centre Hotel with all the associates participating in some activity or the other. It was a weeklong celebration from June 4th- 9th, 2012, where associates indulged in fun activities and were honored for their contributions as well. A fine balance between work and fun was the highlight of the activity. Renaissance Mumbai Convention Centre Hotel had their own version of IPL called Renaissance Premier League, wherein associates played cricket. The associates donated clothes, toys, bags, household items to the NGO – Arpan Foundation for the upliftment of poor and also donated blood as a part of the Spirit to Serve activity. Different fun and outdoor activities like tug-of-war and ladies kho-kho were a part of the celebration. There was also an interdepartment quiz, talent show, skit and dance competition where the participants got to showcase their skills. ■ July 2012 HOTELSCAPES

People… Swiss International Hotels and Resorts Sheila Nair has been appointed as a chief advisor by Swiss International Hotels and Resorts (South Asia) for furthering their business plans in India. She has over 25 years of hospitality experience. For over two decades she held a senior leadership positions with the Taj Group of Hotels and Jodhana heritage resorts, a venture of HH Maharaja Gaj Singh with association of WelcomHeritage Group of ITC. She was responsible for the launch of Ginger brand of Hotels by Taj and Ranvas at Nagpur with Jodhana which also featured in Conde Nast Traveller in the World Top Openings. Nair is a graduate from University of Madras and an alumnus of XLRI Jamshedpur.

The Pacific Asia Travel Association (PATA) Sheila Leong has been appointed as the as chief operating officer of The Pacific Asia Travel Association (PATA). Sheila joined PATA in April 1998 as director of Northeast Asia in the association’s Singapore regional office. In 2000, she assumed the role of director-events and relocated to PATA’s Headquarters in Bangkok. Since then she has played a lead role in organising and implementing all PATA events as head of the events department. Before joining PATA, she was working with Franco-Asia Travel, Shangri-La’s Rasa Sentosa Resort, and Reed Exhibitions.

HVS- Global Hospitality Services Stephen Rushmore, Jr. has been appointed as the CEO and president by HVS. In his new role Stephen will be focussing to manage the global operations of the company, its offices and services. Stephen joined the HVS in 2002 and since then he has been instrumental in growing the company and building business applications to better support the needs of HVS clients. A graduate of the Cornell Hotel School he recently earned his MAI designation from the Appraisal Institute. 48

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Ananda in the Himalayas Jaideep Anand has been appointed as the general manager by Ananda in the Himalayas. Prior to joining Ananda in the Himalayas, Jaideep was general manager for the Ista Hyderabad. Jaideep brings with him more than 20 years of experience in the hotel industry. Jaideep began his career with The Oberoi in New Delhi, where he occupied several levels of senior management. He also worked as director of operations with Pepsico Restaurants Int., as general manager for The Cecil & Wildflower Hall in Shimla, and for The Park Hotels in New Delhi and The Radisson in Noida.

Country Inn & Suites by Carlson, Mysore Francis Mathew has been appointed as general manager of Country Inn & Suites by Carlson, Mysore. His responsibility will entail managing the launch of the property, business and marketing initiatives and the overall functioning of the property. In his two decades of experience in the hospitality and retail sector both in India and the Middle East, Francis has been associated with major hotel chains in India including The Oberoi Group, Sarovar Hotels and Angsana Spa & Resorts.

Aditya Sarovar Premiere, Hyderabad Michael G. Singh has been appointed as general manager by Aditya Sarovar Premiere in Hyderabad. Prior to joining Aditya Sarovar Hyderabad, he was with JW Marriott Chandigarh as the director of rooms. In his new role Singh will be ensuring efficient and effective operations in all areas of the property specially department goals, budgets and financial planning for the hotel. He will also be responsible for delivering strong business results through optimizing profitability, cost control and increasing revenue. During his 13 years tenure with Marriott, he successfully headed several new hotel openings, mergers and conversions in Asia-Pacific. He has also had a long stint of working with Marriott International properties across Europe.

People… Courtyard by Marriott, Chennai Rejin Thomas has been appointed as the director of sales at Courtyard by Marriot, Chennai. He will be responsible for revenue generation for the hotel, besides being in charge of the rooms and banquets, he will also take care of the reservation covers for the day. He started his career with The Leela Palaces Hotels & Resorts as a sales account manager and as the associate head of sales at the Hyderabad regional office. He was a part of the group for 5 years. Thereafter, he had a successful stint as the director of sales for Hyderabad Marriott Hotel and Convention Centre and Courtyard by Marriott, Hyderabad.

The Claridges, New Delhi Vandana Dutta has been appointed as director – business development by The Claridges, New Delhi. Before taking over this position she was working as director of sales for the hotel for past 3 years. In her new role, Vandana will be responsible for all sales and marketing activities, along with responsibility of brand management and positioning of the company as boutique hotel. She will also be responsible for generating avenues for further business, strategic efforts and leverage the presence of global partnership to drive more commerce.

Marriott Jaipur Radhika Dewan has been appointed as the associate director of sales by Jaipur Marriot. Having joined The Marriott group of hotels in 2006 she has been working towards achieving the group’s objectives. In her current role she will develop and implement sales strategies, foster revenues and oversee sales team. Her areas of expertise include implementing and executing all aspects of sales analytics of the property. In her illustrious career she has held many positions of responsibility prior to her current position she has served as the sales centre manager at Courtyard by Marriot Mumbai, and assistant sales manager, Goa Marriot Resort, Panjim.

Sheraton Bangalore Hotel at Brigade Gateway Joyjit Chakravorty has been appointed the director, F&B by Sheraton Bangalore Hotel at Brigade Gateway. Prior to joining Sheraton Bangalore Hotel, he headed the F&B division of the twin hotel complex – DoubleTree by Hilton & Hilton, New Delhi. He is an experienced person in food and beverage industry with over 12 years’ of experience. Joyjit started his career as F&B supervisor with The Leela Palace Goa where he was recognised as the employee of the month for two consecutive months. Further to that, he received the ‘Associate of the month’ award as the F&B executive at JW Marriott Hotel, Mumbai.

The Westin Gurgaon, New Delhi Mark Nicholas has been appointed as director of rooms by The Westin Gurgaon, New Delhi. Prior to this he was working with The Westin Hyderabad as front office manager. In over 17 years of his experience in the hospitality Mark has been associated with reputed brands like The ITC Park Sheraton, The Oberoi and more recently Starwood Hotels. A graduate in Business Administration from the University of Madras he leaves no stone unturned and enriches himself through programs at Cornell University, School of Hotel Administration.

Courtyard by Marriott, Chennai Chef Mangesh Sangpal has been appointed as pastry chef by Courtyard by Marriott. As pastry chef, he would be in charge of muffin Tree, the deli at the property. Prior to this he was with Courtyard Marriott Pune in the patisserie department. He has over 10 years of experience and has worked with eminent brands like Le Royal Meridien, The Orchid and The Grand. Mangesh is a specialist in baking decorative cakes, Chocolate carving, margarine carving, and baking muffins. July 2012 HOTELSCAPES

Products… IDUS launches outdoor collection IDUS has launched its outdoor collection of garden chairs, tables, benches, loungers, hammocks and swings. The products are maintenance-free and have UV resistant fibre which is mounted on a stable hot galvanized frame. The furniture is hand-woven and crafted from polyethylene and steel, and is best suited for resorts, farm, houses or beach houses, patio, terrace and poolside. The furniture is made for all kinds of weather. These pieces of furniture come in black, white and brown. This range is available at IDUS, Kirti Nagar Industrial Area store of IDUS. For more information call: 011-45888000

East-Asian Décor range by FCML Home FCML Home brings an array of decor products with an East-Asian touch. The collection consists of Buddhas amongst other vibrant sculptures, jars and pots. The range is suitable for hotel lobbies, entrances and living rooms. The colour palate varies from subtle to vibrant shades of red, blue and purple. The designs are classical yet contemporary and add a touch of aesthetic appeal to any ambience. The pieces are ideally suited for the Indian interiors. Made from stone, polyresin or clay the finish is easy to maintain and the products are very durable. The unique look and design of these products is sure to accessorize your homes, offices and hotels. The price range of these products varies between Rs 650 to Rs 47,690. For more information please contact: upasna@fcmlindia.com or call 9810374919

Luxury Tableware from “Settings by B” The one - stop luxury home solution studio “Settings by B” has recently launched the luxury tea and coffee sets. The sets have been designed to reflect elegance with their lines of varying weight and intriguing geometry patterns. The set consists ts an oval-shaped coffeepot, a milk jug, a sugar bowl and a teapot all within an oval tray. These table accessories are perfectly su ited for the modern sensibilities. They and are designed to enchant through their shine, shape and bring the lightness and transparency of glass to stainless steel. For more information call: 9910002960 50

HOTELSCAPES July 2012

Products… World Bazaar launches planters World Bazaar has introduced magnificent range of “Planters” by Nature’s Legacy from Philippines. The planter range is crafted by Stone cast which is hand made from natural materials; giving each piece its own character and nuance. It’s durable, light weight and adaptable to most architectural styles: modern, neoclassical, and post-modern, as well as traditional and classical styles

showcasing its ageless beauty, thus making them suitable for both indoor and outdoor area. This range of planters is available in plethora of colours and the price range from Rs 7,000 – Rs 28,000. For more information call 9811945621 or visit: www.worldbazaarindia.com

BathLine India brings hydrotherapy whirlpool tubs BathLine India brings to you its Overflow collection from KÄSCH. This collection consists of six kinds of whirlpool tubs: Chi, Float, Lake, Oriental, Pond and Wish. The USP of these tubs is that the water flows back, continuously recycling, allowing you to enjoy this visual and acoustic experience from start to finish of your bath. The CHI brings elegance into the

bathroom with its rounded corners and the fashionable design further enhances the experience. The Float on the other hand is very spacious and incorporates a timeless design. The price of the collection ranges from Rs 8 lakhs to Rs 16 lakhs. For more information, visit: www.bathlineindia.com or call 011-4769 0000

Misting Kit by Peekay Farm Peekay Farm equipments has introduced portable evaporative misting kits. These do-it-yourself misting kits can be handled and installed without any technical assistance and qualification. These “low pressure misting kits” contain all the components needed to install your own patio misting system which helps one to reduce the temperature by 10-15 degree centigrade’s and also save time, money and water. These kits are ideal for pet cooling, balconies, restaurants, kids playground, fences, patio, umbrella; lounge chairs garages, lawn cooling and small garden cooling. This specially designed nozzle creates thousands of tiny water droplets. Each droplet is smaller than the size of a grain of salt and can measure as small as 5 microns in diameter. The droplets are so light they actually suspend themselves in the air without causing wetting. This process known as a mist system allows for a reduction in the ambient temperature. These kits are priced at Rs 12,999 onwards. For more information, call: 011- 62811996, or visit: www.mayfairgarden.in July 2012 HOTELSCAPES

Products… FCML presents digital alarm clock from Panasonic FCML Hotel Supply has introduced digital alarm clock from Panasonic for those who value the importance of perfect time. Ideal for hotels, living rooms and offices it comes in plethora of colours to suit every need. Some of the features which make it irresistible are it’s big screen, clear sound and a two alarm system with tender wake up. FCML Home is the acme of the luxurious European designs immaculately crafted to metamorphose home into a scintillating marvel, with an assortment of contemporary, innovative and the latest design products of European origin. For more information please contact: upasna@fcmlindia.com or call 9810374919

Inspiring design ideas from Home ET TU A premier high-end design store, Home ET TU offers a wide range of design ideas in their spring- summer collection this season to lure Indian customers. The brand’s exquisite collection includes furniture, curtains, valances, blinds and table top treatments in interesting designs, patterns, fabrics and colour palettes. The USP of this collection is a four-poster bed in veneer (matt finish) with pillars and embroidered sheer drapery. The bed has a textured leatherette headboard. The pastel pink bed cover is made of embroidered-quilted satin. For more information, call 011- 4610 7250 or visit: www.homeettu.com 52

HOTELSCAPES July 2012

Kyndal India introduces Bootz Brandy in South India Kyndal India, one of the leading importers, manufacturers and distributors of some of the world’s most exclusive liquor brands in India has announced the launch of Bootz Authentic Dutch Grape brandy in South India with its tagline – Be Famous. The Bootz brandy is priced at Rs 510 for Quart, Rs 314 for Pint and Rs 153 for Nip in Tamil Nadu, Rs 598 (Quart), Pint at Rs 306 and Nip at Rs 154 in Andhra Pradesh and a Rs 628 for Quart (750ml), Rs 314 for Pint (375ml) & Rs 153 for Nip (180ml) in Karnataka. They are available at the select outlets in the states of Andhra Pradesh, Karnataka, Kerala and Tamil Nadu. For more information: www.kyndalgroup.com

July 2012 HOTELSCAPES

NEWS SNIPPETS DOMESTIC

CARLSON REZIDOR UPBEAT ON INDIA GROWTH

arlson Rezidor Hotel Group is upbeat on the hospitality business and expects to nearly double the number of properties in India by 2015. “While the group manages 1,319 properties across various brands in 81 countries as of 2011, in India it handles 54 properties. We expect this number to go up to 100 by 2012,” Ronnie Lobo, vice

president, Operations, South Asia, Carlson Rezidor said. The Group has also signed up to develop 49 properties in partnership with Bestech Group in India. Announcing the launch of Radisson Blu Plaza Hotel in India, Lobo said Carlson India, part of the ninth largest hospitality chain with $7 bil-

lion in sales, accounts for about 3 per cent of the overall number of properties under management. It has a very healthy pipeline of properties. The corporate strategy is to increase the overall number of properties by 50 per cent over next few years where India will play a very important role, he said. ■

KEY HOTELS PLANS TO DOUBLE ROOM INVENTORY IN INDIA

eys Hotels, a brand of Berggruen Hotels, plans to double its room in ventory and invest Rs 450 crore in new projects across India. Sanjay Sethi, MD and CEO, Keys Hotels, said: “Currently, we have 11 operational properties, and 12 more are in the pipeline. In addition, 45 more properties have been signed on. We are spending an average of about Rs 32 lakh per room.” Among the 45 signed properties, 14 are in advanced stages of achieving financial closure, and these would account for an additional 1,400 rooms. The added inventory would help the company exceed the target of 30 hotels by 2015-16, Sethi said. “Our first source of funding is our parent company. Then, there are the debt and the private equity routes. We can expand our share capital to raise funds through the private equity route. But as of now, there is nothing concrete,” Sethi said. ■

NEW RAPID EXIT TAXIWAY A AT MUMBAI AIRPORT

HOTELSCAPES July 2012

s part of Mumbai airport's initiatives to reduce flight traffic congestion, a new Rapid Exit Taxiway N5 has been commissioned for the Chhatrapati Shivaji International Airport’s primary runway. The taxiway is expected to reduce the runway occupancy time of landing aircrafts by nine to 10 seconds. Located on the northern side of the primary runway, the new taxiway, with a length of 415 meters, has been designed to facilitate all wide-body aircraft to vacate Runway 09 after landing with ease. “This initiative will upgrade the capacities of Runway 09 and bring it almost at par with that of Runway 27, which already has its own rapid exit taxiway,” said a spokesperson for Mumbai International Airport Limited. The first flight to utilise this taxiway on Wednesday was a Jetlite Boeing 737 aircraft. ■

NEWS SNIPPETS DOMESTIC/INTERNATIONAL

FAIRMONT TO OPEN FIRST HOTEL IN INDIA IN AUGUST

airmont Hotels & Resorts will soon open its very first hotel in India – Fairmont Jaipur. The hotel will join an iconic collection of Fairmont hotels around world, which include landmark properties like The Savoy, London and Fairmont Peace Hotel, Shanghai. The property will have 199 rooms. Glorifying the rich heritage of Mughal and Rajput architecture era in each of its guest rooms, most of the Fairmont Rooms and Fairmont Gold rooms will enjoy unparalleled views of the majestic Aravalli hills. The room’s interior exemplifies the Mughal architecture, giving the bedroom the authentic feeling of spending the night in a real life Palace as well as the medieval art that brings time period to life. Among a number of restaurants and lounges, the Fairmont Jaipur will offer guests Cigar Diwan, a classic smoking room; restaurant Zarin that serves Indian cuisine and Zoya that serves international cuisine. For sunset views with Mediterranean dishes there's an 8th floor rooftop bar. Fairmont Gold, the group’s concierge level, has a separate lobby, club lounge, and personal butler service. ■

HAI OFFERS SUMMER COURSES FOR PROFESSIONAL DEVELOPMENT

otel Association of India in collabo ration with Swiss Hospitality Management giant Lausanne Hospitality Consulting (LHC), the consulting and executive division of Ecole Hôtelière de Lausanne is offering summer courses on F&B profit maximization, Rooms – Product & Pricing,

Managing the Training Function, and Hotel opening – Soft & Grand. This is a swell opportunity to interact with experienced faculty and network with colleagues from across the country. The study approach is very interactive and demonstrative through role plays, case studies and simulations.

This workshop offers hospitality with unequalled opportunities to learn and expand their professional knowledge, skills and competences The first set of four of these programs would be conducted from July to September 2012 by EHL, Switzerland. ■

MARRIOTT INTERNATIONAL ANNOUNCES ITS FIRST HOTEL IN SRI LANKA

arriott International has signed an agreement with Weligama Hotel Properties, a fully owned subsidiary of East West Properties, to open a hotel in Sri Lanka, the Weligama Bay Marriott Resort & Spa. This will be Marriott’s first property on the Indian Ocean island. The 200-room, 11storey Weligama Bay Marriott Resort & Spa, will be operated under Marriott’s flagship Marriott Hotels & Resorts brand. “Sri Lanka is a destination that has great potential and opportunity and we hope to capitalise on that and establish a

strong presence in the country. We are confident that the reputation of Marriott Hotels and Resorts and the power of Marriott Rewards, our loyalty programme, will create great interest from both local and international travellers and be successful in promoting the beautiful area of Weligama Bay, as well as the country,” said Simon Cooper, president and managing director Marriott, Asia Pacific. Commenting on the project Nahil Wijesuriya, chairman, East West Properties PLC said: “We are among the first companies

in Sri Lanka to sign up with an international branded hotel company and to open as early as 2014. The resort is being built according to Marriott International's five star brand standards, with a beach frontage of 115 meters on the Galle-Matara road in the South-East of the country. The construction is being carried out in-house by East West Engineering Services (Pvt) Ltd. so we have direct control of every aspect of the construction of the resort and are confident that it will be of the highest standards and quality.” ■

July 2012 HOTELSCAPES

LAST PAGE

The Indian Traveller Wines & Dines Through Vacation: TripAdvisor

he Indian traveller seems to be willing to indulge his taste buds while on a holiday. According to a Food and Travel survey conducted by TripAdvisor, 97 percent respondents said they are comfortable with trying diverse Indian food while travelling domestically. The real surprise, however, is to see a whopping 91 percent willing to experiment with local cuisine when holidaying internationally. The survey was taken by 1000 respondents across India.

mands while on a holiday. Other survey findings supporting this are: ☛A majority of 64 percent respondents are more likely to explore quaint local eateries as against the popular restaurants frequented by tourists. A low 14 percent hunt for Indian dining options for most meals & only 15 percent prefer to stick to familiar international food while abroad. ☛ While 41 percent said they start craving for home food on holiday after more than 5

More Women Compared to Men... ☛ ☛ ☛

☛ ☛

…said they have attended a wine/whisky tour. …have attended a food and beverage festival. …are likely to go to quaint and small eateries known mostly to locals instead of popular tourist options …like to try local food for almost all their meals compared to men …said they will explore local cuisine and find new places to dine when travelling international

1000 per meal per person when travelling internationally. However, only 20percent respondents think it's justified to spend that much money on a domestic holiday.

The Veg Veto

Nikhil Ganju, country manager of TripAdvisor India elucidates, “33 percent of the total respondents from our survey said they have attended a wine/whiskey tour while on a holiday. Among those who hadn’t, almost half expressed their interest in attending one if given a chance indicating a latent opportunity for wine and dine tourism within India as well as promoting such international fests & tours for the outbound traveller. The trend was similar, in fact more pronounced, for food & beverage festivals. Another encouraging trend is that 25 percent respondents say they have chosen a holiday destination specifically to experiment with the local food.”

More Palate on your plate The trends mentioned above represent that Indians are becoming adventurous gour56

HOTELSCAPES July 2012

days, 40 percent said they don't particularly miss home food even when holidaying internationally. Interestingly, 38 percent admitted to carrying Indian food when travelling internationally on holiday (like snacks, namkeen, pickles or Maggi) which they miss eating or which may not be available at their destination.

Check, please ☛ Only 17 percent respondents said they al-

ways convert meal/dish prices into Indian Rupees to decide if a dish is too expensive to order with an equal percent saying they never do that. 66 percent still admitted to doing the math at least sometimes when travelling internationally. ☛ 42 percent respondents said they would be fine spending between Rs. 500-

Finding great meal options does seem like a challenge for the herbivore compared to the meat eaters ☛ 65 percent vegetarians carry non perishable food items when travelling internationally compared to only 25 percent of non vegetarian respondents. ☛ Owing to the lack of dining options, vegetarians miss homemade food more than their counterparts. ☛ 55 percent said they would definitely or sometimes be deterred from going on holiday to an international destination which predominantly has non-vegetarian cuisine, because of lack of enough vegetarian dining options. This might prove to be 'food for thought' for countries wooing Indian tourists. ☛ 82 percent vegetarian respondents are comfortable with trying local cuisine internationally as compared to 96 percent when in India. ☛ 50 percent vegetarian respondents would look for Indian dining options for most meals or prefer to find familiar international food compared to only 17 percent non vegetarians. ■