a cross section publication
Volume 3. Issue 6. July 2014. Rs 50
ALL ABOUT HOTELS & HOSPITALITY
Reinventing the coffee shop Dusit Devarana: With imprints of Mughalera architectural excellence “Indian hotels have to keep pace with the international hotels�: Rajesh Mehra Deciphering the matress choices in hospitality
Hotels say it with flowers
EDITORIAL
Volume 3 Issue 6 JULY 2014
EDITOR’S NOTE Dear Reader,
Volume 3. Issue 6. July 2014. Rs 50
a cross section publication
ALL ABOUT HOTELS & HOSPITALITY
Reinventing the coffee shop Dusit Devarana: With imprints of Mughalera architectural excellence “Indian hotels have to keep pace with the international hotels”: Rajesh Mehra Deciphering the matress choices in hospitality
Hotels say it with flowers
Editor: Navin S Berry
Managing Editor: Priyaanka Berry priyaanka@crosssectionmedia.com Features Desk: Anupriya Bishnoi anupriya@crosssectionmedia.com Nikita Chopra nikita@crosssectionmedia.com Advertising: Saurabh Shukla saurabh@crosssectionmedia.com
Design: Ashok Saxena, Neelam Aswani Circulation: Chandra Tamang HotelScapes is published and printed by Navin Berry, printed at Anupam Art Printers, B-52, Naraina Industrial Area, Phase II, New Delhi - 110 028 and published from IIIrd Floor, Rajendra Bhawan, 210, Deen Dayal Upadhyay Marg, New Delhi - 110002. Editor: Navin S Berry, Tel: 91-11-43784444; Fax: 91-11-41001627. E-mail: info@crosssectionmedia.com This issue of HotelScapes contains 60 pages
With the first two quarters of the year having ended, we see how the hospitality business has fared in these months in our destination report, focusing specifically on Delhi and NCR, and note positive trends. Of interest is our one-on-one with Brian McGuinness, Senior Vice President, Specialty Select Brands, Aloft, Element, Four Points by Sheraton, throwing, as it does, light on this brand’s intentions in India. Among the growing international brands that are interested in the Indian market we look at Sun International’s new campaign to promote its South African luxury five stars in this country. Besides, we explore the uber luxury elements of Dusit Devarana as a design story. Rajesh Mehra, Director & Promoter, Jaquar Group, in another interview, tells how brand Jaguar adds to hotel allure by ‘providing solutions’ through premium and luxury bathing and lighting products. We see how some leading hotels add to guest experience by enhancing décor using flowers. We note the change in coffee shops as hotels keep up with the latest trends. With standalone spas becoming popular, we attempt to understand how hotels cope with this challenge. Our conversation with Chef Nilesh Dey helps us decode the mystery of the success of Wasabi by Morimoto at Taj Mahal hotel, Delhi, We also survey in this section some of the most popular mouth-watering dishes on the menus of hotels in Delhi/NCR. With the bottom-line being important, our guest columnist discusses the challenges in adopting global revenue management practices in India. We also note, on our last page, trends in technology and customer behaviour that are forcing hotels to adapt the television. Happy reading
July 2014 • HOTELSCAPES 3
Contents In the news 6 Second Aloft opens at
12
Bengaluru Cessna Business Park
Hotels in the media 8 Hospitality industry on the rise – states, talent and brands
One-on-One 10 Brian McGuinness, Senior Vice President, Specialty Select Brands- “We are going to maintain the consistency of our brand’’
Supplier Perspective 12 Rajesh Mehra, Director &
Promoter, Jaquar Group“Indian hotels have to keep pace with the international hotels’’
Destination Report 14 Q2 2014 more positive in Delhi/NCR than last year
Trends 18 Hotels say it with flowers 22 The evolving coffee-shop
26
culture
Spa 26 Combating the Stand-alone spas
Industry Watch 32 Sun International’s luxury five stars under a single banner
Chef’s Page 36 Decoding the Wasabi
Mania with Chef Nilesh Dey, Executive Sous Chef, Taj Mahal Hotel, New Delhi
38
38 Most Popular Dish on the Menu
Design 42 Dusit Devarana with imprints of Mughal-era architectural excellence
Product Story 46 Deciphering the mattress choices in hospitality
50 Product Pages 4 HOTELSCAPES • July 2014
52 News Snippets: Domestic 53 News Snippets: International 54 Brand and Hospitality 56 Movements in the Industry Last page 58 The changing face of the hotel TV
Guest column 29 Sameeth Guha, GM, Hyatt Place Hampi talks about the changing face of hospitality
34 Milind Kothare, Owner/Consultant, Mkons Consulting talks on Challenges in adopting Global Revenue Management Practices
28
IN THE NEWS
Second Aloft opens at Bengaluru Cessna Business Park Starwood diversifies its portfolio with the launch of a second Aloft in the Silicon Valley of the country, Bengaluru. With 191 stylish guest rooms including 13 Suites, Aloft Bengaluru Cessna Business Park is located within the 4.5 million square feet Prestige Cessna Business Park which houses marquee IT companies. The overall design of the hotel has been done keeping in mind the young and the modern day traveller.
A
lso the eateries a r e r e l a xe d w i t h everything on the go. “As Aloft continues its incredible global growth, with its emphasis on design, combined with tech-savvy features and vibrant social atmosphere, the brand is attracting a rapidly growing group of loyal travellers around the world,” said Brian M c G u i n n e s s , S e n i o r Vi c e President , Sp e cia lt y S ele c t Brands for Starwood. “Pioneering initiatives in music, design and technology have positioned Aloft as the must-have brand for the next generation of travellers, and
6 HOTELSCAPES • July 2014
we’re quickly gaining traction in the Indian market in the country’s young and tech driven society”, he adds. Guests can enjoy at their sig natu re ba r w x yz wh i le enjoying Live @ Aloft Hotels that showcases live band performances by emerging artists. The guest r o om s fea t u r e t he b ra nd ’s signature nine feet high ceilings, oversized windows, an ultracomfortable platform bed and walk-in showers with Bliss Spa bath amenities. The hotel also houses Re:charge-the fitness centre and Splash-the pool. Keeping in mind
the fast paced traveller, Re:fuel, the 24-hour grab-and-go food and beverage area is just located behind the reception. Nook is a multi-cuisine restaurant of the hotel with huge variety in À la carte. The hotel is an hour’s drive from Bengaluru International Airport and 25 minutes’ drive f o r m K o r a m a n g l a . “A l o f t Bengaluru Cessna Business Park is a significant addition to the brand’s portfolio in India and will energise the hotel market by meeting the pent-up demand for stylish, lifestyle hotel brands,” said Dilip Puri Managing Director
MEET THE TEAM GENERAL MANAGER
Faiz Alam Ansari
DIRECTOR OF SALES
Kunal Dewan ASSISTANT EXECUTIVE MANAGER
Shiv Bose
EXECUTIVE CHEF
Sameer Luthra
ASST. DIRECTOR OF HR
Kalyan Ghanagam
India and Regional Vice President South Asia, Starwood Hotels and Resorts India Private Limited. “ This new generation Alof t Hotel underscores the strength of Starwood’s network and the power of the Aloft brand. We expect the new Aloft to become a lo ca l hot sp ot , at t rac t i ng both savvy travelers and tech professionals in the area to its always abuzz social scene,” he adds. HS
Mattresses | Bases | Duvets | Pillows | Toppers | Protectors | Roll away beds
RAHA POLY PRODUCTS LIMITED Plot No 26, Phase III, IDA Jeedimetla Hyderabad, India, Pin Code: 500055 Tel: 0091 40 23190084, 23090293 Fax: 0091 40 23195725 E-mail: projects@rahaindia.com, info@rahaindia.com Website: www.rahaindia.com
HOTELS IN THE MEDIA
Hospitality industry on the rise – states, talent and brands The hospitality industry is seeing new and positive developments all around the country. For instance, Himachal Pradesh is inviting new investments from the hospitality industry in the state. Also, the international hotel company, Carlson Rezidor Group is looking forward to launching its luxury brand, Quorvus collection in India. Besides, VM Salgaokar Institute of International Hospitality Education is all set to begin classes in affiliation with Goa University.
Will invite big hotel chains to invest in state, says CM
T
he government will hold a tourism conclave in the state and invite renowned hotels to set up their resorts to attract high-end tourists. This was stated by Chief Minister Virbhadra Singh today while chairing the sixth meeting of the HP Tourism Development Board (HPTDB). He expressed happiness over the Unesco heritage status for the Great Himalayan National Park (GHNP) in Kullu district and said it would certainly go a long way in promoting tourism. Virbhadra added that conclaves and seminars in association with FICCI, CII and other hotelier associations would be held so that big names in the hotel industry could be urged to invest in the state. This would give a fillip to the tourism industry and the state would be established as a leading global destination by 2029. “We can facilitate such big hoteliers by either providing them land on lease or by identifying suitable land for them to construct their hotels,” he said. He also stressed upon renovating and re-constructing the ancient temples and advised the Department of Languages, Art and Culture to do so. The Chief Minister directed the authorities to complete the formalities concerning the Jakhu Ropeway Project so that it could be started without any further delay. He also proposed another ropeway from Sarahan to Bashal Manda. It was a picturesque spot from tourism point of view
8 HOTELSCAPES • July 2014
from where people could trek over to the Bhaba valley of Kinnaur, Virbhadra added. He also asked the officials concerned to frame guidelines to check the fleecing of tourists by touts at bus stands and railway stations, as this was not only harassing the tourists but was also brining a bad name to the state. Virbhadra said the government was committed to promotion and sustainable development of tourism. Also, to encourage the hospitality industry in tribal areas and backward panchayats, the state had exempted the new hotel units from paying luxury tax for a period of 10 years from August 2012. He said providing parking facilities to the visitors was a great challenge for any hill state and adequate parking facilities was need of the hour, keeping in view the increasing volume of vehicles. He also advised the officials concerned to improve the way-side facilities and install sign-boards showing directions to important tourist destinations on major state and national highways. Earlier, Major Vijai Singh Mankotia, vicechairman of the HP Tourism Development Board, said the tourism industry was the largest employment-generating industry in the world and the state had immense potential to exploit the natural wealth for giving the much-needed fillip to the tourism industry. The Tribune, 28th June 2014
Carlson Rezidor to bring luxury brand Quorvus to India
I
nternational hotel company, Carlson Rezidor, is looking at launching its luxury brand Quorvus Collection in India, said KB Kachru, Chairman, South Asia, Carlson Rezidor. “We are looking at some great locations in the country’s metros for this brand,” Kachru told Business Line. The group has four hospitality brands in India — Radisson Blu, Park Plaza, Country Inns & Suites by Carlson and Park Inn by Radisson. While it is set to launch a brand for luxury travellers, the group sees growth coming from the mid-segment market. “We want to expand our mid-segment hotel brands and are keen to get good locations in secondary and tertiary towns, and places of industrial or religious significance as well,” Kachru said. It currently has 68 operating hotels and over 40 under-development properties in the country. On future plans, he said, “We want 100 hotels to be operational by 2015 and double the portfolio in the next 10 years.” The group is also becoming aggressive in the mobile booking space. “In the last three months, we have seen a substantial increase in our mobile bookings,” Kachru added. Residences The hotel company is also in talks with developers for Radisson branded residences but “initially these would be limited to triple A metro towns”. On the expectations from the budget this year, he said, “This Government is the first one to have had tourism in its poll manifesto. “We are expecting simplified procedures in the hospitality segment and incentives to develop infrastructure linked to the tourism industry.” The Hindu, 29th June 2014
HOTELS IN THE MEDIA
5-star training for hotel management students
P
ANAJI: VM Salgaocar Institute of International Hospitality Education, the first hotel management institute to be affiliated to Goa University, is all set to begin classes for the current academic year 2014-15. The institute will offer a threeyear graduate programme and will have an intake of 120 students. Students graduating from the college based in Raia, South Goa, will obtain a BSc degree in international hospitality management, said Irfan Mirza, the institute’s director. Speaking to reporters on Tuesday, he said students who have passed Class XII in any stream from a recognised board are eligible to apply. Working in collaboration with Dublin Institute of Technology, Ireland, the
college has provided for an international faculty including French chef Sebastian Semenzi and Swiss chef Georges Ortiz, informed Mirza. “The campus is made up of a fully-functional five-star training hotel with a lobby area, reception, guestrooms, restaurant, kitchen area and banqueting facilities, in addition to air-conditioned classrooms that are fitted with LCD screens, projectors and have wi-fi connectivity,” he added. The curriculum will cover different aspects of hotel and hospitality sector like food and beverage planning, showmanship, front office and housekeeping practices, human resource management and food production operations. Teaching will include academic learning and practical
sessions as well as professional internships in India and abroad. Mirza also stated that the institute has forged a tie-up with an international hospitality chain – the Marriott Group – for knowledge-sharing and training purposes. Goa’s very own business group V M Salgaocar has set up the Vishwa Saraswati Society with Dattaraj Salgaocar as the chairman and Shivanand Salgaocar as the vice-chairman, under whom the college will function. Aspiring students will be chosen through a written test, group discussion and selection interview; and classes will begin in August. The three-year programme will include a total of 240 credits. Times of India, 9th July 2014
July 2014 • HOTELSCAPES 9
ONE-ON-ONE
“We are going to maintain the consistency of our brand’’ On the occasion of the launch of the second Aloft in Bengaluru, Brian McGuinness, Senior Vice President, Specialty Select Brands, Aloft, Element, Four Points by Sheraton visited the country. We caught up with him and asked about his future plans for India with particular reference to Speciality select brands and others and how they are meeting the needs of evolving travellers/guests.
Q &A Brian McGuinness Senior Vice President, Specialty Select Brands
“
W
W
Starwood Specialty Select brands include hotels like Aloft, Element and Four Points by Sheraton but as far as Aloft is concerned I guess we are doing great in India. As you know this is our sixth Aloft in the country and second in Bengaluru. We have other properties at Ahmadabad, Chennai, Coimbatore, Chandigarh and we are thinking of bringing more of the Starwood’s property to the country.
We continue to look at opportunities to bring St. Regis and Luxury Collection and certainly we are talking to our existing partners and potential owners. Whatever will make sense to bring St. Regis here, we will do that and will announce accordingly.
here have you arrived in India so far? Please explain your portfolio?
Y
ou have been with Starwood since 1997. How do think the brand has evolved over these years and where is the scope for improvement?
Aloft is six year old brand and is relatively new. We continue to evolve the brand as we are moving around the world. Looking at the prototype of the brand, it is very consistent whether its Beijing or Bangalore or Boston. The brand is widely consistent around the world. We are the second generation of the brand. We have just updated some of the things inside the hotel like fabrics, some furniture and designs but there are not going to be big changes apart from the fact that we will continue to update things like these and continue to be creative. The evolution process is in a very good shape now and we are trying to staying on the course with continuous apprising without jeopardising the brand identity.
hat are the group’s plans for bringing St. Regis and The Luxury Collection to India?
T
his is the second Aloft property in the city. What do you think is the reason behind this expansion within the city?
Certainly the city is growing in leaps and bounds. When I came here six years ago I actually flew to the Old Airport but now Bangalore has a new airport. In this city the micro markets are popping up, and are driven by technology. We have Cisco right here in the vicinity of Aloft, we have JP Morgan down the Road, Bengaluru is the IT hub. This city has clearly emerged and no longer emerging. Bengaluru also has the right kind of customers, the next gen thinkers and both of our brands, Aloft and Four Points by Sheraton make sense in this city, given the clientele these hotels deal with.
W
hat do you think are the challenges in a hotel business? Do you want to name any one challenge that is specific to the Indian market?
I don’t think there is anything specific to the
Aloft is six year old brand and is relatively new. We continue to evolve the brand as we are moving around the world. We have just updated some of the things inside but there are not going to be big changes apart from the fact that we will continue to update things like these and continue to be creative.
10 HOTELSCAPES • July 2014
”
ONE-ON-ONE Indian market. What I would suggest though is technology is moving very quickly. So as we think about the next generations of hotels people will bring their own content and stuff. What does an in-room entertainment looks like? Do you even need a television in the times to come? As time is passing the expectations of the guests are evolving too and hotels which will not meet the requirements of these guests will fail and those which parallel the constantantly advancing technology will leave an impact on the guests. So as the next generation of hotels, the challenges that we have globally is how do we continue to address the needs of our consumers considering technology is changing so quickly.
I
s there any visible change in the clientele of your brand in India?
There isn’t much of a visible change.
However the difference that I would suggest is around food & beverage but that we see globally. There isn’t any thing specific to the Indian market that I can talk about. We have a very different f&b programme in Latin America than we would in China as well as here in India. Some countries have ‘to go’ counters where the guests can just grab some bites and rush. Clearly in India you need to have buffet and multi-speciality cuisine restaurants to be in the business. Outside of that Indian are concerned they are tech savvy, they are early adapters, in fashion and design. So anyone who is passionate about music, fashion, design, technology would be our client. That person could be 25 or 65 years of age. Age is just a number, it’s more of preference that matters. HS as told to ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 11
SUPPLIER PERSPECTIVE
“Indian hotels have to keep pace with the international hotels’’ Rajesh Mehra, Director & Promoter, Jaquar Group gets into a conversation with us and talks about his products, their customisation and the brand’s experience of dealing with hotel clients.
Q &A Rajesh Mehra
Director & Promoter, Jaquar Group
W
hat are the various products that you are supplying to hotels?
At Jaquar, we look at ‘Providing Solutions’ to our customers and not just the products. To our hospitality customers we provide solutions through ‘Brand Jaquar’ with Premium Range of Products and through ‘Brand Artize’ with Luxury Collection of our products. We as a company provide complete bathing solutions and complete lighting solutions through our product range that spreads to the following segments. ◗ Faucets ◗ Ceramics – Sanitary Ware coordinated with the different ranges of our faucets ◗ Showers ◗ Flushing Systems ◗ Shower Enclosures ◗ Hot Water Solutions - Geysers in various capacities ◗ Whirlpools ◗ Shower Panels ◗ Bath Tubs ◗ Indoor and Outdoor Spas ◗ Saunas ◗ Steam Cabins – domestic and commercial
In addition to the above, Jaquar Lighting Division offers products in following segments:
“
◗ Indoor Commercial Lighting
◗ Indoor Decorative Lighting – Classic and Contemporary ◗ Outdoor Lighting Products ◗ Special Bathroom Lights
W
hat segments of hotels you are aiming at and why and what is the customisation that you provide to the hotels?
Jaquar offers products at different levels to suit a variety of customers. The brand’s product range starts from entry level to super luxury level. So, we don’t have any particular segment in mind. We cater to the needs of all adding value at different price points. We can provide customisation in terms of design and technology essentially to support the Green Building Requirements of the hotels.
W
hat are the bottlenecks that you face with your supply chain in particular to India?
We have a vast network of our channel partners (dealers) spread all across the country, even in remote locations like Leh, North East and so forth. We also have our sales team spread throughout India with 26 branches and our representatives at 88 locations in India. This set up was created over the past 54 years to ensure that there is no bottleneck in our supply chain, throughout India. Apart from India, our branches and channel partners are spread in 28 countries and are being professionally
Jaquar offers products at different levels to suit a variety of customers. The brand’s product range starts from entry level to super luxury level. So, we don’t have any particular segment in mind. We cater to the needs of all adding value at different price points.
12 HOTELSCAPES • July 2014
”
SUPPLIER PERSPECTIVE
managed through our International Division. We have done a score of hospitality projects in the UAE, Sri Lanka, Maldives, Myanmar, Thailand and countries in Africa.
W
hat are your future plans for India?
We are a global company from India. Our endeavor is to provide world class products of international quality and value for money. We are also a progressive company and our belief is that the ‘Sky is the Limit’ to your growth. We believe in educating our customers and have created our Orientation Centers at 22 key cities of India. These Orientation Centers display different bathing concepts and lighting products to create an aspiration for our customers to enhance their lifestyle providing safe and stylish home solutions for wellness and not just a simple bath. Our future plans are not limited to India, but to become a global company providing complete bathing solutions for an inspired living.
C
an you name some factors that are behind the consistent quality and demand of the brand?
We are a customer focused company and believe in providing quality solutions to our customers. It is in our DNA to be consistent in quality. We understand Indian conditions better with our experience of 54 years and we make our products sturdy to withstand the difficult conditions that prevail in India in terms of quality of water and the way these products are handled by the users. Our products are designed to withstand ‘Rough and Tough conditions’.
W
hat has been your experience so far in dealing with hotels? Do they pay on time? Are they becoming more quality conscious?
We do not face any problem with the hotels regarding payment. Yes, hotels are becoming more and more quality conscious, perhaps also due to the fact that Indian hotels have
TODAY THE OVERALL STANDARDS OF HOTELS IN INDIA ARE ON THE RISE AND WE HAVE TO PACE TO MATCH UP WITH THE INTERNATIONAL STANDARDS. to keep pace with international hotel brands and they have to offer quality products and services, not only in terms of bathrooms but in general. Today the overall standards of hotels in India are on the rise and we have to pace to match up with international standards. Jaquar offers this support to the hotels through its products of international quality at reasonable prices. HS as told to ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 13
DESTINATION REPORT
Q2 2014 more positive in Delhi/NCR than last year Receiving a number of tourists with different kinds of requirements, Delhi gets to serve a wide variety of travellers every day. New hotels are coming up in various parts of the city which is creating an imbalance in demand-supply and resulting a challenge for the existing hotels. HotelScapes talks to hotels in and around the Delhi/NCR region on how the April-June quarter was for them this year.
Business in comparison to the last year
Traditionally travellers used to visit Delhi during the months between October to March but with the changing weather and outlook of tourists, the city has been receiving a good number of travellers in the summers and monsoons too. The supply in the hospitality sector in Delhi/NCR is increasing at a rapid rate in different parts of the city as well and especially with the coming
of Aerocity. Shashi Razdan, Director of Sales and Marketing, Crowne Plaza Today New Delhi Okhla explains how the April to June quarter has been for his hotel this year in comparison to the last year. He says, “The quarter of April to June 2014 has been quite good compared to last year same time. We have done 12% higher occupancy and 4% higher revenues. April and May were marginally low. We have been over-achieving our targets for
the rest of the months and are very optimistic for the rest of the year. This has been possible only because of our optimum market penetration and effective sales strategies even though there are tough challenges from new competition hotels.” People travelling to Delhi not only come for sight-seeing but also to try out the cuisines, delicacies and other services available at the hotels in and around the capital. A perfect example of this can be The Taj
Shashi Razdan
Director of Sales and Marketing Crowne Plaza Today New Delhi Okhla
The quarter of April to June 2014 has been quite good compared to last year same time. We have done 12% higher occupancy and 4% higher revenues. April and May were marginally low.
,,
Mahal Hotel New Delhi. Talking about how it helped them in ga ining revenues, Sat yajee t Krishnan, General Manager of Taj Mahal Hotel New Delhi says, “O u r F & B out le t s a re both iconic as well as present innovative options for residents of Delhi a nd domestic a nd international travellers and hence our restaurants consistently e njoy h igh pat rona ge . O u r special seasonal promotions as well as those related to city/ world events like FIFA garnered enhanced footfalls. In terms 14 HOTELSCAPES • July 2014
DESTINATION REPORT of banquets, our location and ser v ice a re unmatched a nd hence this business has been very favourable this year too across the corporate and social segment.” He adds, “we are eagerly looking forward to the growth in our business across segments from the coming months. The sentiment is positive and we are geared towards a busy year ahead.” Preet Inder Singh, General Manager, Radisson Blu Hotel New Delhi Paschim Vihar also says that they did great business during the wedding season by organising social functions, cocktail parties and other events and confirms that this has been a successful year as compared to last year. Weddings have always been a great draw of business for hotels in Delhi and supporting that Singh said that weddings has been a major reason for great business this year for them. Razdaan on the other hand says that due to less wedding dates
compared to the same time the previous year, they had to face some challenges this year. He adds, “We have been able to meet our targets during the quarter. We have our strategies ready and are aggressive in our marketing pla n for more con ferences, meetings and socia l events. To meet the demands of the wedding season, we have recently launched Jade lawn which will be an apt space for big conferences, social events and weddings.” But overall he says that compared to last year, business has been good this year because of the bigger city events like Petrotech, Auto Expo, Defence Expo which helped them in having higher occupancies.
Business from the localites
The mindset of the local people of Delhi is also changing with t i me a nd t he y a r e mov i ng t owa r d s c e l eb r a t i n g t h e i r special events in hotels and also indulging in luxury at the
spas and fitness centres at the properties in the city. The long weekends are also giving many people opportunities to spend weekend stays at the hotels. “The business scenario for hotels during the season has changed over the last few years. Earlier Delhi was considered a six month destination however the scenario has evolved across the various segments of business in the past few years. The booking window has shortened as well. Additionally, ‘stay-cations’ are gaining popularity owing to one’s busy schedule and hence people are now opting for short weekend stay-overs at luxury properties such as ours to reenergise and rejuvenate,” says Krishnan. The trends and the tastes of the people in Delhi vary a lot in different parts of the capital. Also, happenings like the IPL and other major events help the hotels attract the younger audience with their alluring packages. Singh adds, “Radisson Blu
Preet Inder Singh
General Manager, Radisson Blu Hotel New Delhi Paschim Vihar
We did a great business during wedding season by organising social functions. This year has been a successful year as compared to the business in the last year.
,,
Hotel New Delhi Paschim Vihar has the major advantage of being located in the West Delhi area, where people love to celebrate their family functions in hotels in return for great deals and packages. Loca l business in summers especially in terms of the pool, the spa and F &B banquets is great as, due to the weather, people love to relax and spend their time experiencing our facilities. We get some good queries for pool parties which are quite exciting and are becoming a par t of the culture of the city. Our spa, which is priced very nominally helps people rejuvenate and enjoy relaxing treatment. IPL and election days help us a lot to generate business as we have exciting dea l s to at t rac t ou r t a rge t audience. Youngsters turned out in groups to watch matches with exuberance and joy.” Hotels organise food promotions and food festivals in different restaurants to attract the local clientele and to familiarise them with the variety of cuisines
July 2014 • HOTELSCAPES 15
DESTINATION REPORT and delicacies available. Crowne Plaza Today New Delhi Okhla has a number of F&B outlets, perfect for a large get together, family outings and more. R a zdaa n says, “O ur F & B outlets are doing well as we have regular food promotions, and food festivals offer a variety to our patrons and there are various options in the perfect ambience at out food and beverage outlets. Local business has also been really good for Spa due to the increase in our Membership Base, though there is an increasing competition from the market by the concept restaurants” At The Taj Ma ha l Hotel, New Delhi as well the guest has exciting and innovative offers to look forward to! This season, too, the hotel had introduced special packages for these months that are customised for their patrons as per their travel pattern and preferences. From different packages for corporate and leisure travellers, they had packages to ensure
that they offer something for everyone. The hotel offers a lot of unique facilities in terms of accommodation and food and beverage which are also a delight for the local people who love spending a weekend amidst the luxurious amenities of the hotel. Krishnan adds, “The Taj Mahal Hotel, New Delhi proudly houses unique and thematic suites that are a favourite amongst visiting dignitaries, families and the corporates and hence we have designed ‘Suite Celebrations’ to make their stay a delightful experience. To make the stay of our guests even more special and meaningful, we have a diverse range of memorable experiences such as Varq and Sushi Tutorials, R ickshaw Tour, ‘Cha nge of Guard’ Ceremony and Lodhi Garden Wellness Walk that are uniquely Taj.”
Challenges and the year ahead
As the year seems to be going good till now in comparison
to last year, hoteliers have high hopes of getting a good number of visitors in the coming months as well. Along with this, there are a few challenges that the hotels are preparing for. Listing them, Razdaan says, “Main challenge for any hotel these days is the demand – supply imba la nce where -in we see the supply to be rising faster than the demand. This has resulted in price corrections and lower ARR’s. The general election and back-to-back long weekends in the month of April had an impact of a slight drop in occupancies.” The travellers from all over the country and from the rest of the world seem to be enjoying the different seasons of Delhi. “Typically, in Delhi, the monsoon season is the months of July and August. Historical data shows that the dema nd for hotels during the typical months of s u m me r & mon s o on s have increased over the years. Earlier, travel to Delhi was considered
Satyajeet Krishnan General Manager Taj Mahal Hotel New Delhi
Our F&B outlets are both iconic as well as present innovative options for residents of Delhi and the domestic & international travellers and hence our restaurants consistently enjoy high patronage.
,,
favourable between October to March. This has changed drastically as our guests have realised the feasibility and cost benefits of travel up until mid May and again from mid July onwards. The momentum picks up significantly,” Krishnan adds. Singh hopes to do a good business and increase their sales in the next quarter with some really out of the box events and promotions lined up. Summing up on a positive note, Razdaan says, “We are very optimistic of the market for the coming months and for the rest of the year. We are positive about the upcoming budget and are expecting a rise in the economy with the new government coming in and hence better business this year. Also the city has big events lined up from September onwards. In our books we are already sitting at good numbers and with these events coming up we are expecting a rise in our banquets, F&B and room sales.” HS by NIKITA CHOPRA
16 HOTELSCAPES • July 2014
TRENDS
Namrata Marwaha Corporate Housekeeper, Leela Palace New Delhi
Hotels say it with FLOWERS
India is known for its traditions of welcoming its guests with flowers and garlands and these are incorporated in the décor of the hotels here as well to accentuate the hospitality. HotelScapes talks to different hotels around Delhi on the policies and cost and effort involved in this whole practice.
Flowers – an integral part of the design and décor
A hotel needs to maintain topnotch décor during the whole day and the night, to enhance it further most of hotels extensively use flowers in an eye-catching manner in their lobby, banquets, rooms, restaurants and other areas. Along with being a treat to the eyes, these flowers also instill the ambience with their swe e t a nd f re sh f ra g ra nce . Explaining the tradition that The Leela Palace New Delhi follows, Namrata Marwaha, Corporate Housekeeper of the hotel, says, “Flowers make a great difference to the hotel’s décor. Floral arrangements add an element of nature while infusing a touch of colour and warmth of craftsmanship that goes into fastening the daintiest
of the arrangements. From time immemorial, flowers are the best recipe to relieve stress and bring a smile to everyone and they do add to the overall grandeur of the ambience, with so many benefits it is a critical part of our interiors.” T he st yle of the f lora l arrangements at the hotel makes a huge impact about the brand on t he guests . T he k ind of arrangements made, the flowers used and the placement of the flowers should be decided with a lot of care and understanding of the brand. J W Ma r r iot t Hotel New Delhi Aerocity makes it a point to maintain the standards of the brand and practice the flower a r ra nge me nt s a ccor d i ng ly. Elaborating, Gaurav Mehta, Director of Services, JW Marriott Hotel New Delhi Aerocity says, “Floral decoration is an integral
18 HOTELSCAPES • July 2014
part of any hotel today, as it does more than just enhance the ambience of the hotel. It also provides a touch of freshness and gaiety, which directly caters to the senses of sight and smell. As
Flowers are the best recipe to relieve stress and bring a smile to everyone and they do add to the overall grandeur of the ambience.
,,
there are an umpteen number of creative ideas based on cultures, regions or individual tastes, flowers are probably among the preferred options when it comes to decorations in hotels.” Us e of f r e sh f lowe r s i n the hotel indicates a certain thoughtfulness for the guests and they go a long way in making the whole stay experience a positive one. Use of the f lowers can be tailored in a lot of ways; Taj Mahal Hotel New Delhi also practices
TRENDS
Binita Srivastava
Executive housekeeper, The Taj Mahal Hotel, New Delhi
this in different parts of the hotel. Talking about the enhancement in the experience of guests through the use of flowers, Binita Srivastava, Executive housekeeper, The Taj Mahal Hotel, New Delhi says, “Flowers always make people feel better, happier and more helpful. Flower arrangement is an art that gives aesthetic appeal to the ambiance and are used extensively in the Taj Mahal Hotel on a daily basis. Flowers are organised and grouped together to achieve harmony of form, colour, and texture. They add cheer, beauty, life and happiness to the ambiance and to make the right first impression.”
Thoughtful arrangements of flowers
Some hotels place the flowers in all parts of the property, whereas others use them in the guest areas where the décor can be augmented by their use. Also, the arrangements of flowers are designed by specialists in harmony with the décor and ambience of the hotel. International style and opulent creativity rule the majority of these arrangements. Garima Nagpal, Executive Housekeeper,
Gaurav Mehta
Director of Services, JW Marriott Hotel New Delhi
We have the grand arrangement with multiple vases in the middle of arrival lobby, whereas F&B outlet has smaller budvases at the table.
,,
The Imperial New Delhi says that each display of flowers in the lobby is a work of art and a thematic presentation is followed, more or less like an installation art. “The art laden décor and the shining Italian marble floors are accentuated with the unique French flower arrangement, placed at the lobby of The Imperial. Incorporating elements of inspired art displayed in contemporary form, the famous f lower deco at The Imperial stands out for its sheer creativity and opulence. A departure from the stereotype and in sync with the understated luxury of The Imperial, the flower arrangement i s a n o de t o t h i s Lu t ye n’s masterpiece put together under the guidance of French florists Mr. and Mrs. Groll, and is truly unique to The Imperial.” Standardised arrangements give a clear and visible signal that the hotel is organised enough and takes care of the tiniest arrangements also in the most perfect way. These convey a sense of the style and the values of the hotel. The styles of floral arrangements should be refreshed and reviewed from time to time, as these get outdated very soon, also your regular guests would get bored of seeing the same arrangements every time. The f lower arrangements used at
Flowers are grouped to achieve harmony. They add beauty, life and happiness to the ambiance and to make the right first impression.
,,
JW Marriott Hotel New Delhi Aerocity vary from place to place, depending on which part of the hotel they are being used in. Mehta says, “We do all kinds of arrangements in JW Marriott Hotel New Delh i Aerocit y and shapes and sizes vary from grand arrangements to small miniature versions depending on the location. We have the grand arrangement with multiple vases right at the middle of the arrival lobby, whereas the F&B outlet has smaller budvases at the table. We are doing flowers in all the areas of the hotel, starting from the lobby to restaurants, guest rooms to corridor lift landings and public washrooms.” The lobby and the reception a r e a a r e m o s t e x t e n s ive ly decorated with f lowers in a majority of the hotels. Delhi has a number of traditional hotels which garland their guests and welcome them in the typical Indian tradition. These hotels also use Indian flowers in their decoration and with their help, ser ve a n India n exper ience to their guests. Explaining, Marwaha says, “At The Leela Palace New Delhi we follow the
July 2014 • HOTELSCAPES 19
TRENDS
Garima Nagpal
Executive Housekeeper, The Imperial New Delhi
age old tradition of decorating homes with flowers to bring in positivity and vibrancy while adding colour to the ambience. The moment you enter The Leela Palace New Delhi, you will notice an array of f loral arrangements that span through our rich a nd opulent guest areas, restaurants and banquets. Although each of our guest areas are aesthetically adorned with exotic floral arrangements, our all-day dining restaurant, The Qube at the Lobby level is embellished with the maximum floral arrangements. You will find 3,000 rose buds which are well organised in beautiful 11 vases which blend perfectly in to the décor of The Qube.” The floral displays at JW Marriott Hotel New Delhi Aerocity follows Jane Packer inspired designs where creativity and simplicity are the two main principles of design and décor. Their endeavour is to deliver simple yet artistic arrangements where freshness, choice of f lowers, vases and colour plays a harmonious role in bringing out the artistic designs. As stated before, the lobby of the hotel along with the reception ha s t he mo s t me s me r i s i ng flower arrangements. Agreeing, Srivastava says that the lobby at The Taj Mahal, New Delhi has
the biggest flower arrangement and the theme of the entire hotel is guided by it. Lobby arrangements are extremely eye catching and attract the immediate attention of guests on arrival. The theme of these arrangements changes every three to four days. Also the fountain in the grand staircase is filled with beautiful flowers that add to the look and feel of the area. “Different arrangements of flowers are placed in different pa r ts of the hotel. La rge spectacular arrangements are kept in the lobby, restaurant and small arrangements are kept in rooms and suites, etc. To add a personalised touch we also place arrangements in the suites and VIP and single lady rooms. The extent to which f lowers are used in hotel interiors depends on the degree of luxur y to be provided or any important movement in the hotel. The housekeeper is responsible for all f lower arrangements and their placement. They also place a single flower at the rooms after the turndown service,” she adds.
Cost and effort involved
Delhi, being the capital of the country, all the major events of the country and the world are
20 HOTELSCAPES • July 2014
celebrated here and so are also reflected in its hotels. During these major festivals and events, the hotels go in for a special floral arrangement in a thematic format. Also, different flowers are used at different places and procured from the local suppliers a nd i nte r nat iona l ve ndor s . Explaining the policy followed at their hotel, Srivastava says, “At The Taj Mahal Hotel the flower arrangements are made by White field, the flowers are procured from the local mandi and some are imported. We also create special floral arrangements at the hotel to mark special Indian festivals such as Janamasthami and occasions like Christmas, New Year, etc. Some of the f lowers used at the hotel are bird of paradise, carnations, lilies, orchids, rose, anthurims, bencia, hydrengia etc. The costs of these flowers are as per the monthly budget and depend on the availability of the flowers and theme.” The flowers placed in different parts of the hotel are perishable and need to be changed to keep the ambience fresh and fragrant. Instead of using stale flowers, one should avoid using them. “Each place has a character of its own and the flowers we choose a re in accorda nce w ith the
The art laden décor and the shining Italian marble floors are accentuated with the unique French flower arrangement.
,,
décor of the place. We ensure that all the flowers used at the Palace are always fresh; hence we change the f lowers every 3-4 days. Keeping in line with our high quality standards, pervasive, we work very closely with local and international vendors to ensure that only the best quality flowers are used at the Palace,” says Marwaha. This whole activity involves a huge cost and is one of the essential parts of the budget of a hotel. Working on contractual basis with the vendors is an economical option for the same. Talking about their policies and budgets assigned for flower arrangements, Mehta says, “We get the fresh flowers on a daily basis from our regular local flower market vendor as we have a year round contract with them. However, we engage with multiple other vendors for flower sourcing if we need flowers which are imported and not available in local markets. We at JW Marriott spend on flowers anywhere between 1Cr to 1.25Cr per year. This also includes special themes like Valentines, Diwali and Christmas arrangements.” HS By NIKITA CHOPRA
BANQUETS
From elegant stackable aluminum chairs to fold away banquet tables. Our premium collection of banquet furniture offers an ideal balance of superiority functionality, and value. They are available in a variety of configurations.
BANQUET CHAIR
BC - 24
BUFFET TABLE SET
STACKABLE CHAIRS
PODIUM
BC - 26
COCKTAIL TABLE
HK -37 BANQUET RECTANGULAR TABLE
RT - 30
Contract Furniture specialists
STAFF LOCKER 6 DOOR SPA LOCKER 15 DOOR
BT - 02
BC-02
Birdcage Cart
Room Service Cart
HK - 13 HOUSE KEEPING TROLLEY
HK - 6 DANCE FLOOR
CARTS
Our collection of ‘Hotel Carts’ includes an exclusive range of durable bellman carts, F & B Carts, designed to meet hotel standards available in different Quality, Type, Size, Capacities. HK- 1A
RESTROBAR & Food Court Furniture
Over 450 models (Indian & Imported) on display. Available in Wood, Polypropylene & Metal. RT -11c
RC-124
LOIS CHAIR SET
WZ-294, Ist Floor, Jail Road, Hari Nagar, New Delhi-110058
Ph: 011-25618697, 32970033
(M) - 9810102853 www.metalavenues.com
TRENDS
The evolving coffee-shop culture Today the café culture is more than just about ‘coffee’. While the basic meaning of coffee shop remains ‘intact’ with the practice of serving tea and coffee still existent, modern trends are driving the category’s evolution the world over. With constant evolution necessary for successful business, hotels are gearing up to keep up with change. HotelScapes talks to select hotels about their take on the issue and their modes of revamping the ‘café’ culture of the capital.
Hotel’s initiatives to reinvent the coffee shop culture
If we go by the literal meaning ‘Coffee shop’ is an establishment which is mainly known for serving tea or coffee or any prepared beverage. However the term coffee shop may have evolved over the years, but the basics of a casual eating and drinking place remains. “In efforts to reinvent the coffee shop culture, our hotel’s coffee shop ‘Spring’ is positioned as an a ll- day dining outlet, which is an ideal meeting place over a cup of coffee or a quick meal”, says Executive Celebrity Chef Rakesh Sethi, Radison Blu Dwarka. “The menu selection has all those classic and popular items that make any coffee shop an ideal place to dine at any time
of the day. The service is formal but quick and brisk. ‘Spring’ today serves as a centre of social interaction for our in house guests and local residents. It serves as a place to congregate, talk, write, read, entertain one another, or even to pass the time. Spring has become the place where people/ guests can enjoy a cup of coffee in the morning and glass of quality wine in the evening’’, he adds. Indrashis Sinha, Associate Director – Food and Beverage, Crowne Plaza Today Gurgaon believes the Coffee Shop Culture in India is flourishing widely and is becoming one of the most popular quick dining cultures in India. “At Crowne Plaza Today Gurgaon we understand the needs of our business travellers and have adapted cuisines and services as per their requirement.
We strive to continue to get the basic comfort food right and provide a wide range of food/ cuisines, offering through Buffet Set up during all meal periods (Breakfast, Lunch and Dinner). Our widespread Buffet also includes freshly brewed coffees and a range of cold beverages made to perfection’’ says Sinha. Coffee shops or the all-day dining restaurants have come of age in the past few years. With consumers getting pickier than ever, each hotel establishment today concentrates on providing a high-quality, contemporary and healthy dining experience at
Rakesh Sethi
Executive Celebrity Chef Radison Blu Dwarka
Our coffee shop ‘Spring’ is an all-day dining outlet, which is an ideal meeting place over a cup of coffee or a quick meal.
,,
22 HOTELSCAPES • July 2014
affordable prices. “At K3, we have elevated the concept of a multicuisine restaurant by introducing speciality live kitchens, headed by their respective master chefs, focus on providing region-specific cuisine and signature dishes rather than a full array of dishes from a particular country. There is a greater emphasis on customer engagement with the chefs ready to help the guests customise their meal, a gesture which till a few years back was associated only with the speciality restaurants. A striking feature in the restaurant is the high attention given to the kids. Chefs come out of the kitchen and interact with the kids. The Sunday brunch at the restaurant has a special kids zone where there are numerous activities for the kids to keep them engaged, something that parents highly appreciate. Besides, the service staff is highly trained in food & wines and service friendly and casual”, says Sarabjeet Singh Bhalla, Restaurant Manager – K3, JW Marriott New Delhi Aerocity. The Imperial is always on a look out for new ideas and new concepts which are much appreciated by the guest, for insta nce live freshly ba ked croissants for breakfast at 1911. Surender Singh Thakur, Director F&B, The Imperial New Delhi says “The essence of coffee shop lies in an exquisite yet simple
TRENDS
Le Meridien’s initiative to reinvent the coffee shop culture
Indrashis Sinha
Associate Director – F&B, Crowne Plaza Today Gurgaon
At our hotel we understand the need of our business travellers and have adapted cuisines and services as per their requirement.
,,
menu which facilitates easy preparation and swift service. The all new Sunday brunch at 1911, for instance, features various live counters, a cheese display and an exotic style of buffet presentation of world cuisine. We also make fresh wa f f les and panca kes keeping in mind our little guests.”
The need to reinvent cultures in hotels pertaining to F&B
An outlet needs new concepts and trends to keep itself in the race in the market and remain in the limelight by being a talked about and as a happening place. To support this Sethi says
Le Meridien Brand globally embraces a defined coffee culture at Le Meridien Hub, where guests can meet and engage in stimulating conversations over a cup of coffee. “As a brand each Le Meridien hotel has a qualified and trained master Barista, who not only presents and trains associates on classic coffees, LM Signature Coffees and seasonal coffees but also innovates free style recipes. The hotel’s coffee shop offers a new perspective to guests, modern recipes and initiatives like pairing desserts and chocolates with speciality coffee. There is an extensive training on coffee preparation and presentation along with our coffee partners Illy – the premium coffee brand from Italy’’, says Meena Bhatia, Vice President – Operations & Marketing, Le Meridien, New Delhi.
The need to reinvent cultures in hotels pertaining to F&B
“Le Meridien’s target client is a well-travelled creative minded guest who is always looking for something new to appeal to his senses. To offer him a sense of discovery on each trip, it is essential to constantly reinvent F&B culture at hotels”, adds Bhatia.
Initiatives by hotels to maintain the distinctiveness
“Unique F&B programs are the key to activating venues and allow us to offer something exciting which catches the eye and helps to accomplish beyond’’, says Bhatia.
Variety and Pricing
“A varied menu in terms of food and drinks ranging
Meena Bhatia
Vice President - Operations & Marketing, Le Meridien, New Delhi
,,
Le Meridien’s target client is a welltravelled creative minded guest who is always looking for something new.
from salads, Quick bites, array of handmade chocolates, locally inspired desserts, speciality coffee and fruit infused iced teas. We have done competitive pricing to suit the clientele and also innovate as per brand guidelines”, says Bhatia. For her, the guests are always looking for a unique dining experience and great value for money which is ensured by being innovative and customer centric in our approach towards the business.
July 2014 • HOTELSCAPES 23
TRENDS “according to a famous saying ‘a successfully running Coffee Shop depicts the business of that establishment in which it is sprawling. As in today’s world our diners are well travelled and are connoisseurs of food & wine. So, to keep up to their changing mood and quest for more innovative and fancy gourmet we need to constantly reinvent the culture Occasionally by bringing in so many trends and changes in our coffee shops, one may feel they have lost originality and identity. Also with so much new things happening all around in various restaurants in the vicinity and
Sarabjeet Singh Bhalla
Restaurant Manager – K3 JW Marriott New Delhi Aerocity
With concepts like Champagne Brunch being a major hit with the masses, the restaurant rakes up high revenues.
,,
with the changing needs of the guests or the diners, it becomes very important to constantly reinvent the culture of a coffee shop in hotels to protect the concept and originality of being a coffee shop.” “Our customers are globetrotters, well read and are extremely ambitious. An increasing demand to continuously reinvent the F &Bculture in hotels, is particularly because our customers expect world class services and international cuisines in the best of the ambience. With the increasing disposable income and cut throat competition both from the competitive hotels and high end standalone restaurants are two main reasons for the reinvention’’, says Sinha. Bhalla believes coffee shops contribute maximum to the food & beverage revenue amongst restaurants of a hotel. Also, being the breakfast venue, it caters to the majority of the resident guests, which further augments its reputation of being one of the most important F&B outlets in a hotel. “All coffee shops run on volume based business and gets maximum customers compared to any other outlet of the hotel. With concepts like Champagne Brunch being a major hit with the masses, the restaurant rakes up high revenues and sets the reputation of the hotel as a F&B
24 HOTELSCAPES • July 2014
destination in the city”, adds Bhalla. Thakur believes that the food and beverage outlets are evolving worldwide with diverse concepts and the guests are well aware of the trends since they are well travelled. He says “to keep up with the competition you need to stay ahead and create a distinguished experience for your brand.”
Initiatives by hotels to maintain the distinctiveness
Coffee shops in hotels are a dining place which caters to all types of meal periods. “Our concept of the coffee shop is to ensure that it is as interactive as possible. We have introduced live cooking stations where ever possible. We keep a very friendly yet attentive service profile. Our menu card is a blend of contemporary and classical dishes and presentation. We have a la carte and buffet menus to cater to the needs of all meal periods and all types of clientele”, says Sethi. At Cafe G, the in-house all day dining restaurant at Crowne Plaza Today Gurgaon, they do theme nights to add value and options for the customers. They have seven different theme nights for the dinner buffet focusing at different cuisines and offering varieties to our customers. “We have regular lunch buffet Monday To Saturday and the menu is inspired by local Indian traditions and the European buffet and with an elaborate salad bar – comprising of cold meats, imported cheeses and simple and tossed salads”, validates Sinha. In addition to their theme nights, they regularly do various food festivals to actively engage and offer new cuisines in an authentic culture to our patrons. The highlight of food festivals includes speciality chef and authentic food and decor. “The few famous food festivals are Rampuri food
festival, Dilli 6 and Konkani Food Festivals”, says Sinha. T he r e a r e s o m e u n iqu e concepts that have been initiated. In 1911 restaurant for instance there are chefs dressed as special buffet guides who interact with the guests while the guests help themselves from the buffet. “There is a BREAKFAST ON THE GO concept for guests who are in a hurry or miss their brea kfast . We a lso conduct special food promotions to boost the footfall during slack season”, concurs Thakur.
Variety and Pricing
“We are a multi-cuisine all day dining coffee shop. Our target diners are the middle segment guests, who may not be as frequent visitors. The mix of clientele who come to our coffee shop makes us keep both buffet selection and a multi-cuisine ala carte menu with vast choice and variety. Our buffet is at a very competitive price of `1,200++’’, says Sethi. At Crow ne Pla za To day, Gurgaon Buffet Breakfast is priced at ` 750 + Taxes includes wide range of breakfast food around the world, Buffet Lunch is priced at ` 1,350 + Taxes - 75 different dishes are offered from around the world, Buffet Dinner is priced at ` 1,950 + Taxes. The Sunday brunch is priced at `2,950 + taxes – over 100 dishes around the world, offering Asian, Indian, sea food and others food offering a long with beverage buf fet
TRENDS
Surender Singh Thakur Director F&B The Imperial New Delhi
Guests visit us with high expectations and most of the guests are regulars who are recognised and prefer personalisation.
,,
offering Champagne, imported spirits, wines and beer in one price. It also offers a Kids Zone, a live band, and many more features. Bhalla believes the pricing of a coffee shop still remains highly affordable and usually 20% - 25% less expensive than a speciality restaurant. “Our approach in K3 has seen us adopt a value for money approach across all meal periods. The lavish buffet spreads for breakfast; lunch and dinner offer a great variety at very attractive prices. This continues with sunday brunches where we add various beverage packages to the lunch buffet at a reasonable price to attract the social segment. Also, sourcing all of our raw materials locally gives us enough leverage
to remain competitive with our pricing”, he adds. “1911 is a multi-cuisine all-day dining restaurant and the pricing is at par in the industry”, says Thakur. “Our endeavour has always been to provide value for money to all our visiting guests. Taking care of customer’s expectations”, he adds. “On the basis of the comment cards and our regular guest’s interaction, we try and find out what the customer expect from us’’, says Sethi. “We go by menu engineering and find out what items on menu do not roll, we try and replace them with something more popular and acceptable. We have a data-base of all our clients whom we contact regularly and intimate to them about our regular food festival and promotions that we are planning, so that we are able to cater to their needs as well as offer them something new and different. We have several guests who are very frequent and they are well acquainted with our team and vice versa. For them and for anyone asking, we prepare dishes which they like even if that requires us to cook outside the regular menu, we enjoy going that extra mile for our guests”, he adds. Today customers are well-travelled and hence their expectations are high. “We take regular feedback and try to improvise on our deliverables with regards to quality of F&B to meet their demand as per our brand promises. Social networking websites are another listening tool the fastest growing to understand the need of today’s customers, helping us update with the latest information and technology to meet and exceed our customers’ expectations.’’, says Sinha. Thakur says “the guests visit us with high expectations pertaining to food and service for which we are known and most of the guests are regulars who are recognised and prefer personalisation. The associates are trained to remember the guest names and their preferences to enhance the impeccable Imperial experience.” HS by ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 25
SPA
Combating the Stand-alone spas
The Imperial Spa corridor
Espa, Leela Palace New Delhi
Quan Spa, JW Marriott Aerocity
NeoVeda Spa, Metropolitan Hotel and Spa New Delhi
Rejuve, The Lalit, New Delhi
The Spa, Taj Mahal Hotel, New Delhi
26 HOTELSCAPES • July 2014
SPA With the standalone spas doing fairly well with the entire luxury amenity made available just like any top scale hotel of the Capital, the spa business in hotels is getting tougher with each passing day. It is becoming a challenge for the hotels to remain distinctive and maintain an identity. We talk to various spas of the Delhi/NCR, and they disclose how their signature and exclusive services are helping them sustain the business.
The Imperial, New Delhi
“Our Competition with standalone spa is healthy”, says Hayley L Dack, Director, The Imperial Spa and Salon. “There will always be new spas and offerings. Every thing at the Spa is extremely high end and our menu caters to premium international, signature as well as authentic Ayurveda rituals. T he hotel invests in Expat Management and International Training and standards for the Spa/ Salon/ Yoga and Gym/ Spa Cuisine and it shows. Consistent Training and development, having an Ayurvedic Doctor on site and therapists from Kerala is a trump card too”, she adds. She also says, “spa seekers online who review our website, directly email us to inquire about spa packages and benefits of our therapies which also gives us an opportunity to corral more hotel business focused on the spa services. The Imperial also floats hotel/spa packages on-line that are very good value and we have noticed that once a guest has experienced a treatment with us, they always book another one or more.’’
JW Marriott New Delhi Aerocity
“We cater to different clientele
(hotel / in house guests), and as a branded Spa we have our own standards in terms of pricing, menu, engineering and design”, says Anand Kumar, Quan Spa Manager. “For our local guests we have a luxury product and our well trained associates make a lot of difference to the whole Quan Spa experience. The local business to an extent depends
Hayley L Dack
Anand Kumar
Tania Bardhan
Director The Imperial Spa and Salon
Quan Spa Manager, JW Marriott New Delhi Aerocity
ESPA Manager, The Leela Palace, New Delhi
Everything at our Spa is extremely high end and our menu caters to premium as well as authentic Ayurveda rituals having an Ayurvedic Doctor on site and therapists from Kerala is a trump card too.
For our local guests we have a luxury product and our well trained associates make a lot of difference to the whole Quan spa experience. We have our own standards in terms of pricing, menu, engineering and design
Every treatment involves a complete spa journey irrespective of duration. A guest experiences every aspect of the spa services whether they are booked in for a manicure or a day long package.
upon the location of the hotel. The hotels situated in the city tend to get more business as they are closer to guest offices and residences. The local business for walk- in is generally very low, 1% approximately’’, he adds. Also he discloses that the percentage of localities opting for memberships is generally high, as the pool and fitness memberships are sold exclusively for the local guests. We just started our membership and the responses have been great. Pool membership depends upon the season; we sell more during summer as compared to winters.
guest journey. ‘’Every treatment involves a complete spa journey irrespective of duration. A guest experiences every aspect of the spa services whether they are booked in for a manicure or a day long package. This goes a long way in making the guest feel completely relaxed and adds to the feeling of luxurious pampering’’, says Tania Bardhan, ESPA Manager. T he spa is spread over 12,455 sq ft. which adds to the superlative experience. Active areas of the spa like the reception, retail area, fitness studio, spa café and heat experiences along with changing areas are housed on a separate level than the treatment rooms and finishing studio, this allows for more tranquility in the actual treatments areas adding to the luxury experience of guests. The layout of every part of the spa
has been designed keeping guest experience in mind. “The spa uses products from ESPA which have a natural, preservative free composition, very mild aromas and aesthetic packaging. This adds immensely to the guest experience and guests can relax into their spa treatment knowing the products are safe on their skin’’, adds Bardhan. The spa boasts of a spa café with a wellness menu based on organic, seasonal, f resh foods, low in gluten, glycemic index and lactose. This is a special service available to guests who book treatments at the spa and is very appreciated by those planning a few hours enjoying our treatments. “Our treatment offerings are many and include more elaborate Ayurvedic inspired rituals lasting two hours or shorter manicures and pedicures. In this way the spa
,,
The Leela Palace, New Delhi
At ESPA, The Leela Palace New Delhi, several elements have been woven to create an unmatchable experience for the guests. A major ingredient in this is the
,,
,,
July 2014 • HOTELSCAPES 27
SPA
Sanzeev Bhatia
Charu Lal
Shalini Tewari
General Manager, The Metropolitan Hotel and Spa, New Delhi
Spa Manager The Taj Mahal Hotel, New Delhi
Corporate Head, Spa & Loyalty The Lalit, New Delhi
Our spa is an exclusive paradise filled with exotic aromas designed to enhance and optimize the total ‘mind-body experience’ and peel away the layers of daily stress.
The experiences at our spa include body massages and revitalizing treatments using ingredients that are sourced exclusively from Indian herbs, salt and pure essential oils.
Our prime feature in most of our new spas is the AQUA Bed, designed to naturally caress the body while restoring balance through contact with this primordial element.
remains accessible both as a quick grooming stop and as a retreat for our city guests. Another major USP of the spa is that every spa treatment protocol has been constructed with the aim of utmost personalisation in delivery for guests. Our facials include the use of up to 13 different types of products based on a skin analysis’’, validates Bardhan.
Ay u r v e d a w i t h a m o d e r n influence to heal and restore, relax and invigorate”, says Sanzeev Bhatia, General Manager. The spa is set in a contemporary ambience, for those who wish to rejuvenate body, mind and spirit. “An exclusive paradise filled with exotic aromas, essential oils, spice and floral fragrances, designed to enhance and optimise the total ‘mind-body experience’ and peel away the layers of daily stress. That’s the impact of this spa. Serene surroundings of the plush 7000 sq. ft. area embrace modern and chic designs set in warm earthy and calming aqua tones and is a lavish spa retreat for inner being’’, adds Bhatia.
revitalising therapies including facilit ies of a beaut y sa lon for ladies, a barber shop for ge nt leme n , s t ate - of- t he - a r t multi-station equipment by Techno -g ym, sauna, jacuzzi and steam baths, swimming and yoga (on request) facilities for guests. The experiences at the spa include body massages, facials and revitalising treatments by our expert therapists using ingredients that are sourced exclusively from Indian herbs, salt and pure essential oils’’, says Charu Lal, Spa Manager. Also they have therapies to elevate fatigue; to pamper, indulge and restore your equilibrium and special offerings that couples can enjoy together. The spa retreats a re ta ilored to each guest ’s discerning requirements and the pricing is competitive, keeping in mind the clientele at the hotel.
,,
The Metropolitan Hotel and Spa, New Delhi
NeoVeda Spa offers a luxurious collection of time -tested ancient and traditional healing remedies and treatments whilst incorporating the latest international wellness trends to provide the guest an authentic and holistic experience. “The signature therapies like NeoVeda Experience, Energy Equalizer with Volcanic Hot Stone and Vedic Journey are a combination of beauty concepts of ancient India and modern research. This epitome of luxury encapsulates the time-honored powers of
,,
The Taj Mahal Hotel, New Delhi
The Spa at the hotel is the perfect abode to indulge in signature therapies and rejuvenate your senses after a long day. “Now we have something different than what others are doing. The Taj Mahal Hotel offers a complete bouquet of re-energising and
28 HOTELSCAPES • July 2014
,,
The Lalit, New Delhi
“The spa industry in India has seen some phenomenal growth in recent years’’, says Shalini Tewari, Corporate Head, Spa & Loyalty.
“States like Kerala have been able to cash in with its Ayurvedic roots and are able to integrate tourism and wellness successfully for spa tourism to flourish in that state. Traditionally spa operation was perceived the amenities needed to attract hotel guests’’, she adds. According to Tewari, spas are important generators of additional revenue as they contribute 15-20% percent to room revenue. “Welloperated spas make a significant contribution to hotel revenues. For reasons of exclusivity apart from in-house guests the spa is open for only Spa.Holic Members. This membership is different from the other club memberships. As a Spa. Holic member , we will elevate your spa experience to a yearround rejuvenation and wellness lifestyle experience through award winning spa treatments, salon services and our spa cuisine’’, she adds. T he Rejuve exper ience compr ises of a nti-ageing treatments for sun-damaged skin, and endermologie treatments besides body massages, scrubs, wraps and facials. Also our Rejuve Multi-Sensory Experience offers a very unique individualised mu lt i - se n sor ia l e x p e r ie nce w h i c h i nv o l v e s f r a g r a n c e (aromatherapy), sight (colour therapy), sound (relaxing music, waterfalls dolphins sounds) and touch, with the soft, embracing sensation of the warm water in the mattress which helps raise your body’s metabolism during the treatment. “Our prime feature in most of our new spas is the AQUA Bed, designed to naturally caress the body and spirit while restoring balance through contact with this primordial element. The AQUA bed itself is an unparalleled superlative experience. Such experiences make visiting any Rejuve Spas a distinct experience’’, she validates. HS By ANUPRIYA BISHNOI
GUEST COLUMN
Sameeth Guha
General Manager, Hyatt Place Hampi
The changing face of hospitality Hyatt Place Hotels have set its identity as the most popular selectservice hotel setup that offers ‘seamless’ lifestyles to today’s business traveller.
T
he hospitality industry has evolved and continues to evolve through the process of market segmentation and refinement. The more the hospitality industry understands the discerning taste and preferences of the guest, the further the market gets segmented. As a result different varieties of hospitality products grow. With the worldwide economy and tourism gaining momentum, the modern travellers continue to show preference for select-service hotels that offer an enthralling value proposition by providing many fullservice amenities at an inexpensive price point. The relative uncomplicated select-service
hotels are ideal for the ‘seamless’ lifestyle of today’s business traveller and the fast-growing population. The services and amenities offered by selectservice hotels have expanded over the past decade, and in today’s market a limited-service hotel’s range of amenities might include a business center, a fitness center, a guest laundry facility, a market pantry, an indoor and/or outdoor pool and small meeting rooms. The growth of select-service hotels has been more than 30% in last five years. This evolution is symbolic of the shifting preferences of travellers and hoteliers due to an authentic
and uncomplicated service style. This concept is expected to remain favoured by hotel investors and developers due to its higher investment returns and decreased construction costs. The Hyatt hotels are dedicated in achieving the improved operating efficiencies of select service through the bifurcation of hotel into different brands. Hyatt introduced its first select service brand which was the industry leader in defining the upscale select-service category, in India with Hyatt Place in Hampi. This launch gave Hyatt a representation in a mid- market spectrum where its full service hotels like Hyatt Regency or Grand may not have space. Hampi is an undiscovered treasure of Karnataka near its capital, Bengaluru. Located about 350km drive away from the city, Hampi is a great option for a relaxing getaway and a perfect option as a new-age meeting venue for corporate travellers and MICE organisers Created for multi-blenders with 24/7 lifestyles seeking a select-service hotel that will allow them to balance work and play, Hyatt Place Hampi is a new generation of hotel that offer casual hospitality in a smartly designed, high-tech and modern environment. Hyatt Place Hampi exclusively offers food and beverage options freshly prepared 24-hours a day, seven days a week along with 115 smartly designed rooms. The hotel also offers over 3770 sq.f t. of banqueting place and 10,0 0 0 sq. f t of widespread lush green lawn perfect for evening cocktail events or adventure activity . The hotel provides a 24/7 fitness centre, an outdoor swimming pool and complimentary Wi Fi. The unique Gallery Host model allows hosts to reflect our guests by being multi-blenders who can check a guest in, make a cappuccino or prepare an entree. This unique model drives operational efficiencies. Select-service hotels like Hyatt Place Hampi have solidified their identity and have carved out a secure and popular niche in the larger hospitality marketplace in the process. Leading brands have gained a more sophisticated understanding of how to trim the fat in a way that provides guests with the services they need, without the expensive extras. What’s fascinating about the selectservice sector is not just how these brands have done more with less, but in the way they’ve come to represent innovation and market flexibility at a time when both of these assets are in high demand. HS
July 2014 • HOTELSCAPES 29
INDUSTRY WATCH
Sun International’s luxury five stars under a single banner
S
A new marketing campaign – SUNLUX Collection – highlights this South African hotel group’s premier five star hotels. Sun International hopes to attract more customers from India.
un International, the Africa-based luxury hotel group, has sharpened its India focus. As an international player for many years with iconic properties, Sun International invests in promoting its iconic properties and southern Africa as a premium experience to luxury travellers in India. With this country emerging as the world’s fastest-growing outbound market, there is good reason for Sun International to ramp up its sales and marketing efforts here. Sun International’s new international marketing campaign – SUNLUX Collection – positions its luxury five star hotel properties under a single banner in an effort to boost their appeal to international markets. The collective term was chosen because it captures the essence of the luxury properties while maintaining a strong association with the Group Sun brand. The marketing campaign focuses on each property individually, as well as joins them in a linked South African Golden Triangle so that travellers are able to travel from destination to destination and use them as a base to discover the sub-continent’s must-see attractions. The location of each of these elite properties ensures unique experiences, situated as they are amidst immense natural beauty but also with an urban focus at world-renowned sites. The properties have won numerous awards and accolades over the years. Most recently and for the seventh year running, Sun International’s
32 HOTELSCAPES • July 2014
The Royal Livingstone was awarded the 2013 World Travel Award for Leading Hotel in Zambia and is also recognised as one of the Best Hotels in the World according to the 18th annual edition of the Travel + Leisure’s 2013 World’s Best Awards. The Table Bay Hotel in Cape Town was awarded ‘Best Hotel in Africa’ at Virgin Holidays’ World Travel Market Awards in November 2013. Sun International Limited invests in and manages businesses in the hotel, resort and casino industry. The hotel chain continues to take advantage of opportunities in markets where it can achieve a strong market position. With 36 resorts, hotels and casinos in some of the most spectacular locations in southern Africa, Sun International also offers delegates and professional conference organisers a variety of outstanding conference venues. These hotels and resorts offer unsurpassed facilities and adventure activities . The Table Bay Hotel is a Sun International property that was officially opened by President Nelson Mandela in 1997. It is located in the heart of the cosmopolitan V&A Waterfront and offers sweeping views of the Atlantic Ocean, Table Mountain and the city of Cape Town. It boasts of five-star luxury rooms and suites, a swimming pool, spa and fitness area. The hotel offers conference facilities, a Victorian-styled Pavilion for banquets and receptions, and the Ballroom for private functions. The Atlantic Grill is
ideal for parties, launches, lunches and dinners. The new Camissa Brasserie offers a culinary journey at the water’s edge. The hotel provides visitors with the perfect location from which they can discover all that Cape Town has to offer. Sun City’s flagship hotel, The Palace of the Lost City, offers visitors everything that they expect from a luxury African adventure, including exclusive safaris and an enticing 24/7 casino that includes slots and table games. It takes its architectural and interior themes from a lavish lost African tribe fantasy. It has luxuriously appointed rooms and suites offering wonderful views of lush vegetation in superb landscaping. The Palace of the Lost City is nestled in an extinct volcanic crater and surrounded by the big five Pilanesburg nature reserve. The Royal Livingstone is on the forested banks of the great Zambezi River, upstream of the mighty cataract, the stunning Victoria Falls, one of the seven natural wonders of the world, where it thunders into the Batoka Gorge. The Victoria Falls forms part of the Mosi-ao-Tunya National Wildlife Park, and is a UNESCO World Heritage site. The Maslow is a welcome addition to Sun International’s collection. The Maslow is a landmark property, set in an oasis of landscaped gardens north of Johannesburg, in the heart of Sandton’s financial district within an up-market area. HS
INDUSTRY WATCH
“Today’s luxury traveller seeks a more indepth experience and immersion into culture than before”
H
ow does Sun International define luxury?
Luxury travel today is defined less by thread count and Michelin stars and more by access to the people, places and experiences that represent all that is authentic about a destination. The new Sun International SUNLUX Collection and the launch of the Golden Triangle concept in fact highlights the ultimate African experience for high end visitors from across the world.
W
hat sort of an experience are you offering through the SUNLUX collection?
Africa’s Golden Triangle means discovering the heritage and personality of Sun International’s SUNLUX properties, friendly African smiles and the natural wonders of the African world. Today’s luxury traveller seeks a more indepth understanding and immersion into local cultures than ever before. The Sunlux collection comprises some of Africa’s most iconic hotels, positioned in a ‘Golden Triangle’ that links Cape Town’s landmark The Table Bay, within the Victoria & Alfred Waterfront; Sun City’s The Palace of the Lost City, nestled in an extinct volcanic crater surrounded by the PilanesburgNational Park and big 5 game reserve, and Zambia’s gracious Royal Livingstone, set against the stunning backdrop of Livingstone’s Victoria Falls; and The Maslow hotel (its latest addition) which is a chic, very contemporary-looking property in Sandton is the perfect stopover for shopping and cultural experiences. The SUNLUX Experience includes sweeping views of the Atlantic Ocean and of the Zambezi river, adventurous games drive and the pulse of the African bush, fine dining under the stars, private visits to exciting destinations from vineyards to Robben Island, elephant safaris to the Victoria Falls and much much more.
W
hat is unique about the SUNLUX campaign?
I would say that what set these hotels apart is each property’s unique setting. The location of each of the SUNLUX properties together with the exclusive and unique experiences the travellers can enjoy on site: The Royal Livingstone is the only 5 star hotel within
earshot of the mesmerising Victoria Falls with its own private entrance to the park. The Table Bay has uninterrupted views where guests can enjoy the spectacular view of Table Mountain, the Atlantic Ocean and Robben Island, opened by Nelson Mandela in 1997. The Palace of the Lost City boarders the malaria-free Pilanesberg National Park, is the only National Park in South Africa where guests can experience a hot-air balloon safari. The Maslow Hotel an urban oasis in the heart of Sandton is the ideal spot for unwinding after long day. This journey represents ‘Africa’s Golden Triangle’ and truly definitive African experiences.
Lianne Kelly-Maartens
International Marketing Manager, Sun International
The new Sun International SUNLUX Collection and the launch of the Golden Triangle concept in fact highlights the ultimate African experience for high end visitors from across the world.
H
ow do you hope to attract visitors through this campaign?
We have developing a globa l PR a nd ma rke ting ca mpa ign. Firstly we have appointed a Global PR Agency that will focus solely on increasing awareness of the Sunlux Collection. This campaign includes a mix of global press office, direct marketing activities through our international offices in country, on and off line.
W
hat is the number of visitors from India so far? Have these numbers been increasing over the years?
The number of Indian visitors has definitely increased over the last six years(average year on year growth is over 30%)and it is now one of our top source markets.
W
hat is the profile of the visitors that you already get from India? What do they look for?
Our Indian guests choose the SUNLUX collection for their unique settings, the service and of course for the luxury adventure experiences we provide. The food and beverage offering is also important to our guests travelling from India, we have chefs on site to ensure we meet their specific dietary requests in Zambia and South Africa.
W
hat sort of visitors do you hope to attract from India?
Savvy and discerning travellers who wish to have a bucket list Southern Africa experience. We have many honeymoon couples visiting our properties but over the past few months
,,
we can see that the multi-generation family holiday is an increasing trend and Indian families are the leaders in this market. In terms of age groups, we see that lately we attract younger millennial clients too wanting adventure.
I
s there much scope for luxury travellers from India?
Definitely. The percentage is pretty high and it includes all regions in India.
C
an you tell us a little about the long and medium term marketing strategy and activities to launch the golden triangle and establish the SUNLUX collection?
Regional roadshows and meetings to support our global marketing campaign are key. Our objective is to educate and raise awareness of the SUNLUX Golden Triangle. The consumer media relations campaign will involve the most influential of international travel and lifestyle media to highlight the luxury positioning of the SUNLUX collection. We will work closely with our established partners on the ground to engage with the right high net worth target audiences across the world of which India is one of our most important emerging markets. HS by AMIT JETLEY
July 2014 • HOTELSCAPES 33
GUEST COLUMN to develop revenue managers with potential analytical skills
Milind Kothare
Owner/Consultant, Mkons Consulting
Challenges in adopting Global Revenue Management Practices in India Data mining and software challenges Apt and sharp revenue management needs a very strong support from property management systems.
Food & Beverage W he rea s mo s t hote l sof t wa re supp or t quantitative and qualitative data but retrieval of historic data and structured data mining is a challenge so one needs to develop a database in month-wise format to store outlet wise APC and number of covers and deploy them for planning, projections and reviews becomes very critical. This retrieval and data mining feature needs a more user-friendly approach.
Rooms Division Month-wise segment-wise, source-wise, day-wise along with room category-wise storing and user -friendly retrieval of data is very critical. Most PMS do not support entire 360 degree data viewing plan. Highly specialised software which override PMS and assist in accurate forecasting, deriving trends, price pattern, demand analysis and bar rates are very expensive, integrating and interfacing social media. A normal PMS does not have this feature and specialised software is very expensive and beyond the reach of most small hotel companies. It is strongly suggested that PMS software companies should opt for channel partners like it happens in other software business where a channel partner will hand hold to implement software to optimise usage and features meticulously developed by software
34 HOTELSCAPES • July 2014
developers of PMS as operations team do not have the ability and patience to adopt these features. At the same time hotel companies should also realise the role of the channel partner.
Mind set issue in adopting dynamic revenue Management Approach: Destination Approach Rather Than Stand Alone Approach We are far away from having a destination approach rather than a standalone hotel approach. In a single window approach everyone is your competition. In estate approach you are focused on destination marketing where you drive incremental traffic to the destinations rather than price undercutting and reducing the yield.
Shifting from room centric approach to guest centric approach Conventionally, hotels depend on features and amenities provided in the room to classify rooms and pricing but there is a paradigm shift needed in this approach where you; Identify guests by segments and devise pricing around them like business traveller or casino visitor and optimise revenue by pricing as per their traits and needs like complimentary express laundry for a corporate guest or late check out for a casino guest (blocking of lucky room number can also be a opportunity).
Quality and practical revenue management education not available therefore it is challenging
Cornell University and Ideas Solutions have developed revenue management as a subject with a lot of details and practice. Our Indian counterparts do not go anywhere close to that. Apart from that, the Indian education system has lots of regulatory issues where core competency is lost among regulatory tones. We need quality revenue management courses which allow students to develop the following skillsets to aspire to be a quality revenue manager: Analytical Skills, Leadership Skills, Negotiation Skills, Core Revenue Management Principles.
Lack of agencies with supporting surveys – without them it is extremely difficult to ascertain performance parameters For a developed market there are a lot many agencies which give predictive trends of occupancy and booking patterns. Hoteliers particularly in the US and Europe are blessed with quality surveys which help them strategise the acceptance of future booking. Let’s share a practical example with an allocation of room inventory to groups verses business traveller. A revenue manager in a developed market can take additional help from survey indications apart from his historic data trends to take such decisions. Our managers do not get such assistance and have to depend mostly on data mining which is also not very efficiently managed and applied in our environment as elaborated above.
Pricing policy flexibility still paradigm shift required by the managements thinking and approach I n o r d e r t o o p t i m i s e r e v e nu e i n t h e accommodation business one needs a Revenue Per Available Room Approach than Average Ro om Revenue approach now i n orde r to implement Rev Par approach one needs pricing decisions to be made closer to action point which is Unit Reservation & Unit Front Office with a system to control and oversee efficient operations However many hoteliers do not practice this. Even today professionally managed hotels have a structure where Online Travel Agents are managed from a regional or central locations whereas if they were managed by the units the yield could have been better. HS
CHEF'S PAGE
Decoding the Wasabi Mania Chef Nilesh Dey, Executive Sous Chef, Taj Mahal Hotel, New Delhi shares the secret behind the success of Wasabi by Morimoto and what it takes to maintain its patronage of guests over the years. He also tells us what he likes about being a chef and how a smile on the guest’s face is all he works for.
Q &A Chef Nilesh Dey
Executive Sous Chef Taj Mahal Hotel, New Delhi
“
T
he food at Wasabi has been exemplary over the years. What do you think is the reason behind this?
I tell you the plain and the simple reason behind this. It’s the consistency of the food and consistency of the recipes that we have been following for years. We are getting fresh ingredients and we are supplying everything from Tsukiji Market, which is a huge fish market in Japan. One of the other reasons is the standard recipes that we have been following over the years for different cuisines. This is why all the guests come to us and we have an amazing number of patrons.
H
ow do you think the job of a chef has evolved over the years?
It’s around 17 years for me in the industry. When I started, I still remember the food was just a food with not many attributes to what we call ‘tasty’. Now the focus has evolved. Now you see the food, feel the food, smell the food and then finally you taste the food, hence comes the final experience and it’s the duty of the chef to bring in all these factors to the guest. Now, from the basic service of the food to the plate clearance, we should know the overall experience of the guest. We do often visit the guests’ table to ask them personally about the food experience. That’s the difference. This seldom happened in the past. Now chefs are concerned about each and every guest. Talking about the evolution, we should not forget about ‘presentation’, which has evolved from being a mere ‘presentation’
to being an ‘art’. Also, a chef’s job has evolved from taking care of every food festival and innovating each time. Every food festival that we do here in Taj, we try it innovative, make something new, especially different from the past. Every food festival has to be distinct from the previous one. So just making the food is no longer the work of a chef. Aspects, right from taking care of the quality of the food to the presentation to various aspects like taking care of various food festivals, I guess, are included in a chef’s job and this is how it has evolved.
W
hat do you think is the present status of the Indian culinary scene?
We really have developed in the last 10 years as far as culinary scene is concerned. People are travelling to the best of places in the world and they are aware of the international food standards or we can say they know what’s happening in the food world outside India. People in fact come and ask me to make something for them which they might have tried in some Michelin star restaurant in Japan. For India getting a Michelin star restaurant is a challenge. But people should know chefs in India are as innovative as anywhere else in the world. In the last 17 years I have seen personally the amount of hard work chefs put in food presentation, plating, etc. We really work hard. I would say that again. In the future there are chances of Delhi becoming the next Michelin star capital after Tokyo considering the types of myriad restaurants we are running in the capital and Wasabi is one of them.
It’s around 17 years for me in the industry. When I started I still remember the food was just a food where with not many attributes to what we call ‘tasty’. Now the focus has evolved. Now you see the food, feel the food, smell the food and then finally you taste the food.
36 HOTELSCAPES • July 2014
”
CHEF'S PAGE
W
hat is the best part of your profession?
It would be cooking, definitely. It’s rightly said ‘the way to anybody’s heart is through his stomach’. I feel so complete when I see people smile after they eat the food cooked by me. It gives me immense pleasure to see them satisfied. The second best part of my profession is when I go home I always think that today I have done something new. This is because we chefs always keep experimenting and we don’t stop until we get what we want to produce. That gives me immense satisfaction and a good night’s sleep.
W
hat are the challenges that you face every day? How do you overcome them?
One of the challenges I can tell is about the season. Delhi’s weather has become unpredictable lately. Guests generally come to us complaining about the quality of food which they think is not as good as the last time. At such times they blame the weather, where the last time they had tasted that dish was in a different season. But it’s very hard to convince them that weather has got nothing to do with the taste. If you keep your ingredients and method of cooking consistent, and if the quality of ingredients remains the same, it will not affect the food. The second challenge is to maintain the
standard that we have established in the market, especially in Wasabi where I go through all my ingredients and equipment myself. I am sorry to say, but I do not trust anyone as far as all these spheres are concerned. I like to make a round myself of each and everything the kitchen has. I also check whether the proper recipes are followed or not and whether the ingredients are fresh or something needs to be changed. Everything for me has to be according to a strict protocol.
T
he Indian palate has become experimental. People are trying out new cuisines. What do you think is the reason behind this and do you think people are going to set new parameters as far as experimentation with food is concerned in the coming years?
Indians have evolved in the last 10 years is what
I correctly see. Guests come to me and want to taste what they might have tasted in a particular restaurant in some other country. Now this has become a frequent practice. I believe they are going to continue experimenting and I don’t see this practice getting stopped anywhere in the near future. At Wasabi, I try to create what people ask for, leaving them satisfied. Also, as I have earlier said, Indians today are well travelled and have tasted various cuisines. You can’t fool them at all. Whatever is asked by them has to be served accordingly.
W
hat do you think it takes to establish a brand like Wasabi where patrons are coming out of loyalty more than anything else?
We are the first established Japanese restaurants in the city and one of the most famous in the country. I think we have many Japanese restaurants in the capital but they are not according to the Indian palate. They strive more for authenticity, whereas we strive for what the Indian palate wants. I would personally say Wasabi is the best place in the city to try Japanese. The people, now our patrons, who come here have tried other Japanese restaurants of the capital/NCR as well but they come back to Wasabi. In fact, whenever a new restaurant opens, we go down in the business for a couple of weeks but then we are back in the business with all our charm and with all our clients restored as they know what is the best.
W
hat is your favourite personal cuisine and why?
My first favourite cuisine is modern Japanese and the second is European. Throughout my life I have worked with the best chefs of modern European and that’s why I have built my strengths in these fields. Even my forte remains with plating and presentations, which is the soul of European cuisine. HS by ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 37
CHEF’S PAGE
Most Popular Dish on the Menu Hotels across Delhi/NCR serve some fine cuisines in its restaurants, ranging from Thai, Chinese to Indian and others. We share a list of the most popular dishes on the menu of these hotels and what the chefs have to say about them.
Crowne Plaza New Delhi Rohini Dish: Makhmali Chenna Chef Aditya Jaimini Executive Chef Crowne Plaza New Delhi Rohini
“It is a mouth-melting preparation of fresh homemade cottage cheese enhanced with spices and the combination with velvety smoked tomato gravy makes it delectable. The secret behind the popularity is the texture and taste of the galettes made out of fresh cottage cheese prepared just before the meal period every day. The colour contrast and the overall presentation of the Makhmali Chenna is visually appealing and is a feast to the eyes.”
Leela Palace New Delhi Dish: Double Cooked Mozzarella
Chef Mickey Bhoite Chef De Cuisine Le Cirque, Leela Palace New Delhi
“This dish is my own creation, and I totally thought about it in India. As I personally was not happy with the quality of the imported mozzarella we were getting from Italy and the increasing demand by our local guests to savour a mozzarella. This gives our home made mozzarella the texture like a spread and the flavour of a burrata. It’s on the menu from last three menu changes as it’s been a very popular dish.”
Jaypee Vasant Continental Dish: Tali Machhi Marua Anurag Mathur, Executive Chef, Jaypee Vasant Continental
“ This is a dish that stands out for its unique taste. We have tried to use fusion of continental cuisine and Indian cuisine by using fresh herb basil which merges with our Indian spices in the marination to give a sweet flavourful fillet of fish that is Pan griddled. One of the best dishes of our Indian restaurant PAATRA for which our regular guests visit us again and again.” 38 HOTELSCAPES • July 2014
CHEF’S PAGE
Holiday Inn Aerocity Dish: Non Vegetarian Thali at Viva Chef Pankaj Kumar Executive Chef Holiday Inn Aerocity
“I believe that there are too many Indian delicacies and nobody needs to settle with one. It has a very neat presentation, is value for money and is wholesome too. The non-vegetarian thali at Viva –all day dining at Holiday Inn New Delhi International Airport is one of the bestsellers of the restaurant. The Non-vegetarian thali comprises of Nalli Gosht, Fish Malabari, Palakmurg, Paneer Butter Masala and more. The most popular dish is the Kashmiri delicacy Nalli Ghost, which has gained a lot of appreciation from our guests for being hearty, ‘mild on spices & full of flavour’.”
The Westin Gurgaon Dish: Kundan Kaliya
Deepak Bhatia, Executive Chef, The Westin Gurgaon
“The use of distinct gold leaf in this dish lends a touch of luxury to it. The carefully carved mutton pieces in gold leaf, placed in a bed of rich gravy shimmering with gold amalgamated in it is a stimulant for jaded appetites. It is a succulent mutton preparation from the Royal Kitchen of Rajputs of Rajasthan. It is a delicacy designed by the bawarchis and rakabdars to please their Nawabs. To create novelty in this popular dish some variations have also been devised by the cooks of the Awadh such as Mahi Kaliya, Chandi Kaliya, etc.”
Taj Mahal Hotel, New Delhi Dish: Varqui Crab
Amit Chowdhury, Executive Chef, The Taj Mahal Hotel, New Delhi
“Varqui Crab is one of our signature dishes at Varq, the award winning Modern Indian restaurant at The Taj Mahal Hotel, New Delhi. It is made of layers of succulent crabmeat and tandoori shrimp served on crisp filo sheets. The various ingredients used in the preparation of the dish complement each other extremely well and give it a mild curry flavor. The taste, texture and presentation of the dish are its USP and have made it a favourite amongst our patrons.”
July 2014 • HOTELSCAPES 39
CHEF’S PAGE
Hyatt Regency Delhi Dish: Peking Duck Zhang Hongshen Chef De Cuisine The China Kitchen
“Ever since its opening in the year 2007, The China Kitchen has been the talk of the city for its traditional Chinese set up and authentic Chinese preparations. Out of the best selling favourites, Peking duck is one of our signature recipes that have till date managed to retain its stand in the best-selling list of favourite dishes from the outlet. A few of our loyal guests return to the restaurant just to have a taste of our duck preparation which, as per the comments received so far is one of the best Peking Duck preparations in the country today.”
Lemon Tree Premier, Aerocity Dish: Satay Kai – chicken satay with peanut sauce Chef Rajeev Janveja Corporate Chef Lemon Tree Hotels
“Satay’s are very popular across in Thailand and Indonesia, and are available in many varieties, we have chicken and beef satay featuring in our menus, but without saying chicken satay is popular among the appetisers. It consists of diced chicken supreme’s which are delicately marinated with curry spices, coriander root paste and flavoured with lemongrass stalk and creamy coconut milk which gives a distinctive taste to the satay. These are grilled on a hot griddle plate and served with chunky peanut sauce.”
Shangri-La’s Eros Hotel, New Delhi Dish: Murgh Tikka Masala Chef Martin Braecker Executive chef Shangri-La’s Eros Hotel, New Delhi
“Murgh Tikka Masala, popularly known as “spicy comfort food” is one of the most popular dishes preferred by our guests from around the globe. The succulent pieces of chicken marinated with Indian spices cooked in the clay oven and dipped in thick rich creamy gravy is the first choice of our guests. We want to give a true and authentic culinary experience to our guests with inspired offerings from India”. 40 HOTELSCAPES • July 2014
CHEF’S PAGE
Vivanta By Taj, Gurgaon Dish: Tum Tim Grob Chef Neeraj Chaudhry Executive Chef Vivanta by Taj Gurgaon
“This dessert is made fresh everyday using best quality of coconuts and the fresh milk extracted from the coconuts is further reduced to coconut cream, which is then sweetened and rose soaked water chestnuts are added to give this dessert an extra punch. Crushed ice is added just before serving to make this dessert unique and this provides a very cooling effect in this scorching heat to the guests. A person can only understand the taste of this dessert after trying it once.”
The Imperial New Delhi Dish: Chicken Imperial
Chef Vishal Atreya Executive Chef The Imperial New Delhi
Chicken imperial is one of the oldest and the most popular dishes on the menu of 1911 restaurant. This dish has a unique combination of herbs, spices, accompaniments and sauce which has made it so popular amongst the guest at The Imperial. This dish has existed in its present day form since the last 30 years and has been liked equally by generations. It has gone though the upheavals of time and crossed myriads of changes in the menus over the years, but has never been turned over or changed by anyone. It’s not just a great dish but the happy memories of the past and the love of time to come.
The Metropolitan Hotel and Spa Dish: Supreme of Chicken Sandeep Panwar Executive Chef The Metropolitan Hotel and Spa
“There are a couple of dishes in Zing’s menu, which are doing very well, but one of that about which I would like to talk is Supreme of Chicken. It is a stuffed breast of chicken which is pan fried, and gels perfectly well with a bouquet of crunchy green beans, apple and potato salad. Napped in honey mustard dressing, cordoned with mushroom jus. (sauce). These ingredients give sweetness and tartness along with a creamy touch to complete the experience for a foodie!”
compiled by NIKITA CHOPRA
July 2014 • HOTELSCAPES 41
DESIGN Located on the Delhi-Gurgaon border, Dusit Devarana gave hospitality industry a mild shake with its launch almost two years ago. Considering its spatial enormity and its uber luxury elements which merge effortlessly with the ‘forest like’ greenery, it is imperial in true sense. The resort intermixes extravagance and cultural strokes with the presence of vast lush gardens and ‘canal-like’ water bodies; this makes this resort an ideal getaway from the city. Recently, we took a tour of the hotel to understand how the owners have been able to metamorphise their ideas successfully into this grand resort.
Dusit Devarana
With imprints of Mughal-era architectural excellence
Devarana pool view room
42 HOTELSCAPES • July 2014
View from Kiyan
DESIGN
Jaideep Anand
The Area General Manager
Dusit Devarana, New Delhi
The owners got the architectural inspiration from India specifically from Delhi in the sense that the property echoes the elements of the Mughal Gardens.
,,
Motorable pendulum
D
usit Devarana, a luxury city resort, took five years to be in its fullfledged shape. Jaideep Anand, The Area General Manager, tells us the specifics, “We have 1100 mature trees on the site and the idea before starting the construction was that the trees must not get destroyed. We have to relocate the trees. So we did one part of the hotel first and then the second. We uprooted the tress and then replanted them and that’s why we took that long in building this property. It was totally worth it.” Designed by Khun Lek Bunag, Dusit Devarana is set amongst eight acres of luscious greens encompassing over a thousand trees and water bodies, regally columned
verandas, understated yet elegant interiors and reminiscing of royal lineage that is so associated with the great city of Delhi. Elaborating, Anand says, “India doesn’t have a city resort. Also, from the design perspective, the owners, Ankur and Smriti Bhatia, wanted to create a modern day palace. They got the architectural inspiration from India specifically from Delhi in the sense that the property echoes the elements of the Mughal Gardens. So when you go into the garden, you will see lots of natural lights, high ceilings and domed roofs. Guests will also see play of water and landscape which is very much like Mughal architecture, where they always had lots of water bodies and landscaping in their palaces. We have one more inspiration and that is from Mesopotamia where the pillars are hugely identical to theirs. The hotel was built to be modern-day palace, solving the purpose of being India’s first City Resort.’’ Right from the entrance gate which is huge, to the lobby and the motifs that follow along, show the intentional effort of the owners to bring in the Mughal elements. The ficus wall element with over 6,50,000 leaves, though may just be a design element to the untrained eye, but is actually an essential sound insulator from the hustlebustle of the outside world. Khun Lek’s idea was to showcase how easily this essential yet mammoth structure would integrate so that nature remained the focal point. July 2014 • HOTELSCAPES 43
DESIGN The giant motor-driven pendulum that guests will come across just before reaching the reception is precisely to create Mughal motifs on the floor. The pendulum revolves with the help of a motor and the glass roof helps sunlight barge in and the shadow of the pendulum helps generate interesting motifs on the floor. This, in fact, is one of the rare features of the property. The architect’s inspiration remains with Hindu philosophy, that is, the ‘five elements’ and they resonate across the hotel. For example, the sun-dials, the clover leaf motifs, and the soothing toll of the temple bells to the extended water bodies crisscrossing the length of the resort. The gymnasium and the spa look idyllic with the water body around. Water features escort you along the length of the resort and is truly a therapeutic detox and an antidote to the hustle and bustle just outside. A temple is located amidst the lush greenery of the hotel, which is an unlikely attribute of a five-star property. The whole of the hotel’s inspiration comes from here. This was the private temple of the owners, Ankur Bhatia and Smriti Bhatia, when this property was their farmhouse. Later this farmhouse was demolished and converted it into a luxury sanctuary while keeping the temple intact. The temple is inspired by the ‘Sanchi Stupa’. The three dimensional architecture incorporates light and shadow that change hues as the day progresses. In fact the use of glass on the roof has eliminated the need for artificial lighting during the day time. The incorporation of culture and luxury
The temple inspired by Sanchi Stupa
44 HOTELSCAPES • July 2014
The lobby with a water body
DESIGN
The pool area of Devarana pool view rooms in the form of a canal
has been amalgamated so beautifully that the property remains distinct. Anand explains this for us. “The ownership of the property is in the luxury segment. The owners were already into this segment before even the launch of this property. Building this resort was the next step for the owners to take in the same segment of hospitality. So, while they were building this hotel they were very clear they want to build a destination resort, a city resort. You can’t have luxury if you don’t have culture. It’s that simple. Only ancient cultures of the world represent luxury. Europeans were also the gladiators before Greeks came in. I think luxury is an extension of an evolved culture and as far as our property is
concerned, we have taken it a notch higher to uber luxury. It’s a luxury plus plus resort, not only in terms of architecture, interior design but also in the attitude our team has towards their guest.’’ Be it their 102 meter pool, their 650 square feet guest rooms or their world renowned Devarana Spa, plushness remains the intrinsic part of this property. The rooves of the rooms are also dome-shaped, keeping you in tune with the Mughal era. The F&B outlets, be it Kai, Kiyan, Club Prive’ and Iah Bar have been conceptualised by US based design firm Puccini and by John Bowmen, keeping in mind Khun Lek’s brief. The food and beverage philosophy at Devarana is in line with the grandiosity of its architecture and design. Kiyan, Dusit Devarana’s world cuisine restaurant has a Zen like setting and is truly an oasis under the sky. The restaurant overlooks a water body and lush greenery which makes it a perfect place to dine and relax. Inspired by the hues in the sky, the restaurants’ culinary philosophy changes by every hour. From a wholesome fine dining brasserie at dawn, to a sun kissed breezy yet warm table d’hôtel luncheon, accompanied by lush greenery, Kiyan is an unforgettable experience for the guests. The Iah Bar at Dusit Devarana is not just an architectural marvel but also a beverage connoisseur’s destination for a funfilled relaxed evening. Iah, as the name suggests is inspired by the Moon and comes alive every evening. The bar selection is ‘young’ with a host of mixology options, boutique brewery beers and new age wines. For the ‘classics’ there is an array of select malts, spirits and cigars. Kai, their signature Michelin Star restaurant, is a world renowned contemporary take on Chinese cuisine and is matched only by the opulence of its outdoor marquee setting. The trees, too, have been kept with great care and the fruits reaped have become the source for the major festivals organised at the hotel. Gaurav Sinha, Rooms Division Manager, tells us about how the mulberry trees inside the property helped in making some of the most exotic beverages at one of the F&B food promotions recently. Right from using their own farmed fruits in the kitchen on special occasions, to the beautiful usage of water, to channelising natural sunlight in producing Mughal motifs while keeping all the luxury factors together, nature has remained an integral part of Dusit Devarana. HS Text & photographs by ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 45
PRODUCT STORY
Deciphering the mattress choices in hospitality We delve deep into the world of mattresses to understand how the hospitality sector factors them into the guest experience. We speak to mattress suppliers and to hotel spokespersons about the varieties and types of mattresses and of the customisation that take place to ensure guest comfort in hotel rooms.
Hotels
Various kinds of mattresses for the different room categories
Uma Mahesh Rao, Executive Housekeeper, Cour tyard by Marriott Pune Chakan says “we at Courtyard by Marriott Pune Chakan only use one type of mattress that is, spring mattress wh ic h have b e e n sp e c ia l ly
m a nu fa c t u r e d for Ch a k a n Marriott’s by sleep well industries. These are procured from Bangkok Thailand.” Smita Rathod, Housekeeping M a n a ge r a t C o u r t ya r d by Marriott Pune City “we use Marriott-approved mattresses for the Courtyard brand; hence all room categories have the same mattress type. It is the Dream Master Italian make. It has ACARIL finish on it which
Mattrees used in Hyatt Pune
46 HOTELSCAPES • July 2014
protec ts the mat tress from developing bacteria and fungi. It also has anti-allergic properties.” R a n a Che t i a, Executive Housekeeper at Hyatt Pune “In Hyatt Pune we have Sealy Po s t u r e p e d i c i n n e r s p r i n g mattress in all guest rooms, which are designed in cooperation with leading orthopaedic surgeons to provide correct support for the back and the body. For guests who prefer a soft mattress, we provide them with a luxuriously soft mattress topper from Downia which are filled with air ball fibres weighing 5010 gms.” “At AlilaDiwa we use king size
Bedding at Courtyard by Marriott Pune City Centre
mattresses across all our room categories which are 78"*80" and single size mattresses which are 40"*78" in rooms that are on twin sharing. All the mattresses have a thickness of 12" says Dhanish Dharmarajan, Executive Housekeeper.
Customisation rendered
Rao says “yes we do customise our beds and mattresses as per Marriott standards for different brands. We do have different bedding standards for each brand with a detailed specification of thread count, fillings cloth
PRODUCT STORY
Executive Housekeeper, Courtyard by Marriott Pune Chakan
Uma Mahesh Rao
Housekeeping Manager Courtyard by Marriott Pune City
Smita Rathod
Executive Housekeeper Hyatt Pune
Rana Chetia
Dhanish Dharmarajan
material and sizes.” Some guests who suf fer backaches are prescribed sleeping on a hard bed or a hard pillow. Rathod says “our mattresses are soft on one side and hard on the other hence we can turn them to suit the guest’s preference. If the guest still finds it uncomfortable, then hardboards are inserted into the mattress making it stiffer and thus a hard mattress to sleep on. We also have different types of pillows to offer on request—for example, foam, cotton (hard
pillow) and synthetic pillows — as not every guest likes feather ones. Many guests do not like to use duvets (they happen to be very warm), hence blankets are provided.” S ome gue s t s who su f fe r lumbar ailments are prescribed sleeping on a hard bed or a hard pillow. “We provide them with hard beds. We also provide semihard bed for guests on request. On a standard basis we provide feather pillows. Though based on guests’ preferences we can also
offer cervical pillow, body pillow, pregnancy pillow, cotton pillow, hard pillow or hypo-allergenic pillow. We have a persona l preference menu that gets sent to our guests along with their reservation confirmation which allows us to get to know their needs better,.” says Dharamarajan.
from the regular pillows placed in the room. For example hard pillow, neck pillow, foam pillow and non-allergic pillow.” Dharamarajan believes that a lot of guests prefer different kinds of pillows such as hard bed pillow, cervical pillow, pregnancy pillow, cotton pillow and hypo-allergenic pillow.
General preferences of the customers
Executive Housekeeper AlilaDiwa
Everyone has different sleep needs, but the desire for a good night’s rest is a universal passion. “That’s why we’re making it as easy as possible to fully customise the sleep experience as per customers need”, says Rao. Rathod says that a lot of guests prefer feather-free pillows and foam pillows. Many can be allergic to feather pillows. Chetia says “in relation to guest preferences, since we have more of corporate clients, its mainly specific room cleaning timing. Also, there are guests who prefer different types of pillows apart
Specific demands from guests
“Yes there are many requests or preferences of guest, as we get many repeat customers. We give guests the choice between soft, medium or firm mattress toppers, as well as a selection of pillows on virtual concierge while booking reservations, so we can customise the experience before arrival”, says Rao. Some guests require very soft bedding. In such cases hotels have to make the bed in a different way. “Two synthetic duvets are placed under the sheet and then one top sheet is used. This makes
EVERYONE HAS DIFFERENT SLEEP NEEDS, BUT THE DESIRE FOR A GOOD NIGHT’S REST IS A UNIVERSAL PASSION. SOME GUESTS REQUIRE VERY SOFT BEDDING AND SOME GUESTS WHO SUFFER BACKACHES ARE PRESCRIBED TO SLEEP ON A HARD BED OR A HARD PILLOW. July 2014 • HOTELSCAPES 47
PRODUCT STORY the bed soft. Many also prefer thin cotton pillows which we provide on special request”, says Rathod. Chetia believes that since most of their guests are repeat customers, they expect them to set the room according to their convenience and they always honour that. “Some guests request a certain type of bed or pillow such as hard bed, foam bed, no mattress at all, no down or feather topper, duvet, pillows. Some also ask for extra bed or roll-away beds, sofa-cum bed, German beds or baby cribs”, adds Dharamarajan.
Inculcating futuristic concepts in bedding
“We, at property level, cannot incorporate new bedding standards as it has to be routed through the head office, as we have set brand standards for each brand and every property has to follow the same may it be any place in the world. We give regular feedback to our regional office on the basis of guest requests and all these remarks are collated and send to the head office in US where they do research and come with different bedding offerings”, says Rao. Rathod would like to incorporate a more variety of pillows as the mattresses that they have ar liked by most of the guests. “A special pillow-only menu can be curated to cater to special requests by guests, which would guarantee them maximum comfort. Also it would be great to introduce anti-snore pillows – the contour foam pillows, anti-allergic pillows, made from organic cotton, small bolsters which many guests prefer and which can be used for baby cots too. Due to medical reasons, some guests even prefer buckwheat pillows”, he adds. “We are planning to introduce heated mattress pads which radiate
National Manager, Hospitality Business, Sealy
Vinod Khatri
Managing Director, King Koil
Archit Gupta
VK Vijayaraghavan
heat from below inducing deep restful sleep while relaxing tired backs and legs. This helps ease stiffness and soreness and allows us to wake up feeling rested and revitalised,” says Chetia.
technology. This technology has been a preferred choice over a period of two decades now and (demand is) still growing due to its advantages. That’s why we try to supply such mattresses to hotels. ” VK Vijayaraghavan, Head, India Operations & CFO,Raha also shared something on the same lines as Gupta. He said, “hotels predominantly prefer Pocketed Spring Mattresses which are built with high spring counts and are upholstered with extra layers of foam which gives both support and comfort.” Pocketed Spring Mattresses provide virtually zero partner disturbances for an
undisturbed night’s sleep. The mattresses are supplied with Fire Retardant Fabric as per safety standards. “Bonnell spring mattresses are also preferred by hotels particularly by midsegment range. Bonnell spring mattresses are far superior to coir or foam mattresses and to ensure guests comfort this is preferred by many hotels”, he adds.
Suppliers
Varieties of mattresses that are provided across hotels
Vinod Khatri, National Manager, Hospitality Business, Sealy tells us about the varieties in mattress that their brand supplies to the hotels. He says “we have various mattresses for various needs of people. Sealy Posturepedic offers ‘UniCased Mattresses’ which are sturdy and stable and especially designed to minimise partner disturbance. They increases the sleeping surface to reduce the roll out effect. The UniCased Mattress also offers a strong seating edge which prevents roll over while the guests sit on the edge besides the bed side table to make phone calls or do simple things like tie a shoe lace, work on laptop and so on. Apart from this, we also provide edge to edge stability, consistent support and comfort along the perimeter of the mattress.” Archit Gupta , Managing Director, King Koil says “the hospitality industry prefers pocketed spring technology in mattresses over any other
48 HOTELSCAPES • July 2014
Head, India Operations & CFO,Raha
The segments of hotels that these brands deal with
Sealy is the preferred bedding brand for most of the major international 5 star brands. Khatri says “we are partners with some
Bedding at Courtyard by Marriott Chakan Pune
PRODUCT STORY of the leading international hotel chains in the world includingFour Seasons, Marriott, Sheraton, St Regis and many more. Some of our notable projects include the Marina Bay Sands Singapore, Venetian Macao, BurjAl Arab Dubai, LVMH resort Male. In India Sealy is exclusive bedding partner with hotel brands like ITC Hotels, TAJ Group and The Oberoi Group.Being preferred bedding partner with international hotels, we also supply in India to Hotels like Four Seasons, Fairmont, J W Marriott, Ritz Carlton, Sheraton, Four Points, ALOFT, Oakwood, Swissotel and others” Gupta claims that King Koil is the most preferred brand in the bedding segment in most parts of the world, especially in the Asia Pacific region. He says, “we deal with the top 10 hotel chains of the world on regular basis like Starwoods, IHG, Carlson Rezidor, Hyatt, Marriott and so on. These hotel chains themselves cover many segments in hospitality m a r k e t s l i k e a f f o r d a b l e/ business/ luxury and boutique segments of the market.” Raha is catering predominately to upscale hotel chains across India like Marriott, Le Meridien,
Starwood, Hilton, Novotel, Hyatt, Radisson, Sayaji, TajGatway, ITC, Intercontinental and so on. “Since in the recent past a significant growth has been noticed in the mid-segment and budget hotels , we have positioned a range of our products to suit their requirement and budget .Our clientele in mid-segment includes Green Park, Raj park Chennai, Sothern Grand Delhi, Heritage inn Coimbatore, G ol konda andSwagat Grand Hyderabad, Tulip inn Kolkota, Centre point Nagpur, Goldern beach resort Goa, Ranjee Hotel Lucknow and others.”, says Vijayaraghavan.
Difference in the requirements of hotels catering to the different categories of clientele
K ha t r i b e l ieve s t ha t t he r e is always a difference in the requirement depending upon the category of hotel. “We design different specifications keeping in mind the requirements shared by the hotels. Sealy offers various options under its collection of UniCased, UniSided and Double Sided segment to cater different category of hotels,”he validates.
Bedding at Alila Diwa Goa
HOSPITALITY INDUSTRY PREFERS POCKETED SPRING TECHNOLOGY IN MATTRESSES OVER ANY OTHER TECHNOLOGY. THIS TECHNOLOGY HAS BEEN A PREFERRED CHOICE OVER A PERIOD OF TWO DECADES NOW AND STILL GROWING DUE TO ITS ADVANTAGES. The quality standards and product specifications of King Koil bedding products are very different from what is seen in domestic brands. Gupta says “King Koil products’ specifications are tested and adapted as per international market and is adopted here in India to give a superior sleeping experience to the guests. Hotels with their ow n spe ci f icat ions ca n ge t customisation with us according to their clientele category.”
Initiatives by the brands for constant innovation
Sealy being the global mattress technology leader constantly develops different options and specifications to meet the needs of hotel properties worldwide. Khatri explains “some of our
proprietary technology features include the PostureTech ‘Sense & Respond’ Coil, ‘Triple Offset’ Design, UniCased Construction and Patented Edge Guard. The decades of research and constant innovation have been the key reason why Sealy is the bestselling bed in the world and sought after by well-known international hotel chains worldwide.” “King Koil is a well approved bedding brand in the top hotel chains throughout the world”, says Gupta.“Having said that, King Koil globally endeavours to bring new technology in sleep through innovative ideas shared by various factories under the King Koil brand and we share new updates every year. Any given day, our products will carry leading specifications and technology comparatively making us the leading brand in the hospitality market”, he says. Vijayaraghavan believes that to keep in tune with the increasingly high expectations of guests of their hotel clientele, they have an on-going product development program. “Our parent company , Poly Products LLC , Oman who are pioneers in Spring Mattresses & accessories for over 3 decades, constantly do research on sleep and comfort and provide us with imputs related to innovations . Our technical team get onsite training in our plants at Oman to absorb new technology . This has given us the cutting edge over other domestic producers”, he adds. HS compiled by ANUPRIYA BISHNOI
July 2014 • HOTELSCAPES 49
PRODUCTS
LG brings to India the world’s first WebOS TV
IDUS unveils Artisan House - World’s Famous Wall Sculptures
L
I
G Electronics brings to India the world’s first smart TV range with WebOS platform. This platform ensures an easy to use interface with an intuitive ‘Launcher’ menu that brings together all your utilities onto a single platform. The WebOS serves up various entertainment options that neatly organise recent viewing history along with an integrated 3D world, a web browser and the LG App Store ready to deliver the latest movies, TV shows, apps and games. Offering a perfect combination, the television comes with a magic remote that
enables easy universal control along with voice search. Built with a cinema screen and an ultra slim smart LED design, this Skype and finger gesture compatible range comes with LG’s proprietary IPS panel. The wireless sound sync and virtual surround sound features effectively make up the highly compatible WebOS Cinema 3D TV. The television also comes with 2 megapixel camera compatibility, a flexible mount bracket with regional language options. It is priced from `82,900 to `15 Lakhs. For more information visit: www.lg.com/in
DUS has introduced another brand, ‘Artisan House’ at its store. This range offers unique, fine-quality metal sculptures for wall, floor and table tops. These are designed by creating original sculptures with unparalleled designs at affordable prices. These Sculptures are handcrafted from rich metals like copper, bronze, brass, steel, aluminium and chrome. Each piece is hand finished with intriguing surface treatments, paints and patinas. The price is on request. For more information visit: www.idus.in
Notion launches laminate cleaner
N
otion has introduced Laminate Cleaner to give everlasting shine to your laminate flooring. Laminate Cleaner is a mild neutral cleaning agent for the initial and regular cleaning of laminate floors that removes dirt, fat, grease and shoe marks and does not leave a residue. Add a little quantity of the same, as directed in bottle and lightly damp wipe over the f loor with this solution. For larger surface areas use the spray cleaning method in combination with a monodisc machine such as the SRP 1 plus a white or red pad. This solution is made for defined laminate floor coverings and laminate surfaces (including kitchen and bathroom furniture) and specifically developed for all click laminate floors. It is priced on request. For more information visit: www.notion.net.in
50 HOTELSCAPES • July 2014
Panasonic launches new range of air purifiers
P
a nasonic has launched a ir purifiers to combat poisonous particles in the air. These air p u r i f ie r s come w i t h Na no e te c h nolog y. Na no e is wate r wrapped capsule with plentiful OH radicals. OH radicals possess the characteristics of inhibiting bacteria and viruses and improving air quality. Also, it helps in keeping the skin hydrated and reducing odour. Various tests have proved t hat na no e ca n i mprove t he living environment and health condition of pets. Apart from
Nanoe, Panasonic air purifiers are also equipped with the Composite Air Filter, which consists of three kinds of technology, Super allerubuster, Green Tea Catechin and Anti-bacteria Enzyme. It can inhibit 17 kinds of virus, bacteria and allergens up to 99% . These are also equipped with Econavi technology which monitors the operations of the product according to requirement. The price is on request. For more information visit: www.panasonic.com/in/home
PRODUCTS Victorinox unveils its new Ceramic Line
V
ictorinox has launched its new range of Ceramic Knives which are becoming increasingly popular which comes with the best possible cutting quality. The Ceramic Blades (12 cm, 15 cm and 17 cm) are manufactured from high purity zinconium oxide powder compressed at very high pressures and sintered in furnaces at temperatures of 1500 °C resulting in an extremely hard blade that is comparable to the hardness of a diamond. Victorinox offers three sizes of ceramic knives: the 12-cm paring knife, the 15-cm carving knife and the 17cm Santoku knife (a well-balanced, all-purpose knife that originated in Japan). Thanks to the ceramic material, the knife is very light and weighs only half as much as a steel knife of the same size. It is priced at `3,910 onwards. For more information visit: www.victorinox.com/in
Gaia launches new range of digestive cookies
G
a i a ’s n e w r a n ge o f digestive cookies is a healthier alternative to the usual high on fat and low on nutrition snacks. They are specially blended to fortify your system with the goodness of prebiotics while providing the daily requirements of fibre. High on fibre with no cholesterol a nd no t ra n s - fat , t he s e cookies are for all those who wish to have a more balanced diet with a proven source of good health. They are priced at `50 for 200 gms. For more information visit: www.gaiagoodhealth.com
CC TEA launches caffeine- free pure Lemongrass Tea
C
C Tea is a naturally caffeine-free instant lemongrass tea with a subtle citrus flavour and a soothing aroma. It brews into a radiant green tea that is light, clean, zesty and tangy. Derived exclusively from Cymbopogon Citratus, CC Tea is 100% organic, natural and pure. While this tea can be enjoyed hot or iced; it is most beneficial as a chilled booster in the mornings, as a digestive aid after meals and for flushing out toxins after a workout. It helps alleviate anxiety and relaxes you into achieving deep sleep, so tuck yourself in bed with a steaming cup for the perfect wind down after a long day. It is priced at `179 for the 25 teabag pack. For more information visit: www.thesuigeneris.in
Electrolux launches Combi Steam Deluxe Oven
W
ith Electrolux Combi Steam Deluxe oven, you get three levels of steam to help you achieve the same results. This oven is 20% more energy-efficient than A-rated ones. It keeps the heat inside, so you can set a new standard for energy use. Use this touch text&icon menu to expand your cooking horizons. It includes help functions and 100 pre-set cooking programs. You can save up to 20 of your own favourite programs. This FoodProbe gives you a virtual look inside your food so you can check on how it is cooking. It switches off the oven when your dish is ready. When you’re rushing around, and simply don’t have time to close the oven carefully, this oven still closes smoothly and silently. It is priced at `1,51,600. For more information visit: www.electrolux.in/builtin
July 2014 • HOTELSCAPES 51
NEWS SNIPPETS: DOMESTIC
Marriott Hotels India is recognised as the 3rd best company to work by Great Places To Work Institute and The Economic Times for 2014
M
arriott Hotels India has won the distinction of being one of the best companies to work for in 2014 by the Great Place to Work Institute, India. Marriott Hotels India is once again the best employer amongst the hospitality brands and ranks 3rd amongst the top 10 companies to work for in India. The group has won the accolade for the 8th year in a row from a total of 600 organisations and 20 various industries, who participated in the survey. Rajeev Menon, AVP – Area Vice President – South Asia, Marriott International says ,” Our associates have been our greatest strength and this is a principal that is believed in by all Marriott Hotels across the world. At Marriott we take great care of our associates, while they in turn take great care of our guests, it is our constant endeavour to ensure we provide the ideal environment for each employee to grow and realize their full potential. We are truly delighted to have achieved this accolade yet again.”
L
Lemon Tree Hotels introduce the Indian hospitality industry’s first ever 100% Money Back Offer
emon Tree Hotels (LTH), has introduced their 100% Money Back Offer that allows guests to avail full money back on their stays at all Lemon Tree properties across India. This exciting offer is a first in the history of travel and hospitality sector in India and has been designed in line with the ‘value for money’ philosophy of the Lemon Tree Hotels’ group. While
it allows guests a stipulated time to earn the incentive, it gives them the flexibility of reclaiming or using this offer all through 2014. To qualify for this offer all a guest needs to do is book a stay with any Lemon Tree Premier, Lemon Tree Hotel or Red Fox Hotel in India from any source, be it travel websites, the call centre or the hotel website, within the validity period of the offer and
they shall receive vouchers equivalent to the billing amount at the time of check-out. The guests can then redeem these vouchers on all their future stays on all hotel services like- meals, liquor, laundry, WiFi, Spa & Salon services etc. by booking directly through lemontreehotels.com The 100% Money Back Offer is valid all through summer and guests can avail the opportunity at all 25 hotels
in 15 cities across India. An added benefit of this offer is t hat t hese vouche r s a re transferable and can also be gifted to friends and family. However, this offer is not applicable on negotiated rates. The earning period of this exciting offer is valid from 2nd June to 31st September 2014 while the burning period for guests is till 31st December 2014.
Keys Resorts continues aggressive growth with the franchise of Ras Resorts, Silvassa
K
eys Resorts announces the addition of the Keys Ras Resorts Silvassa to its portfolio. Located in picturesque Silvassa, on the shores of the river Daman Ganga, Keys Ras Resorts will be the 4th Keys Resort property and the 3rd franchise of Berggruen Hotels Pvt. Ltd. Conveniently connected to Mumbai, Surat, Baroda and Ahmedabad, Keys Ras Resorts is spread across 10 acres of lush green land. The room array includes scenic river view rooms, garden view rooms and exclusive Portuguese styled suites. The rooms and other resort offerings in the tranquil scenic setting of Silvassa make Keys Ras Resorts the perfect location for that dream destination wedding or a corporate offsite. For a great food and beverage experience, Keys Ras Resorts offers guests a world cuisine air conditioned indoor restaurant, an outdoor café and an exciting bar cum nightclub. Excellent banqueting and conference facilities include halls with fully equipped communication systems, presentation facilities with video conferencing, virtual private networking and lighting control systems. The resort also has a fully equipped business centre, The Santa Maria Spa & Wellness Centre, a swimming pool and plenty of sports and recreational activities for guests.
52 HOTELSCAPES • July 2014
NEWS SNIPPETS: INTERNATIONAL
IHG opens second Even hotels property in Rockville and is set to expand in UAE Capital with two new hotels
I
nterContinental Hotels Group (IHG) has announced its second property, located in Rockville, Maryland. EVEN Hotels is IHG’s newest lifestyle hotel brand, created with wellness at its core. This hotel is located at the centre of the Capital’s federal and advanced technology marketplace, will better serve wellness-minded travellers in the Washington D.C. area. The EVEN Hotel Rockville was constructed with the health and wellness needs of guests in mind. The 167 guestroom seven story building incorporates calming design elements to help guests maintain the balance they desire through natural light and large open spaces throughout the hotel. Natural touches carry through every aspect of the guest experience, providing a restful, natural and productive experience. Also a 20-year management agreement was signed with the National Corporation of Tourism and Hotels for InterContinental Abu Dhabi – Grand Marina. Located in close proximity to InterContinental Abu Dhabi, the new 184-key hotel will feature rooms and serviced apartments along with a range of exciting food and beverage and entertainment facilities. These include a Michelin star signature restaurant with a rooftop bar; a lounge and bar with a terrace and private dining rooms; a destination bar as well as a premium spa and pool. Due to open in 2016, the hotel will also have an extensive meeting space catering for the ever growing Meetings, Incentives, Conferencing and Exhibitions (MICE) market. IHG also signed a management agreement with Pearl Azure Hotel Management LLC for the 257-key Holiday Inn Abu Dhabi Downtown, which will be a conversion of the current Sands Hotel in downtown Abu Dhabi.
M
andarin Oriental Hotel Group is delighted to a n nou nce t he op en i ng of a new lu xur y resor t , Mandarin Oriental, Bodrum. In celebration, the property is offering guests a tantalising Discover Paradise Bay offer, which provides three nights’ accommodation and includes a daily dining or spa credit of up to EUR 300. Ideally located on a 60 hectare waterfront site on the northern side of t he p e n i nsu la , at Ce n ne t Koyu (Paradise Bay) , with panoramic views of the Aegean S e a , M a n d a r i n O r i e nt a l , Bodrum offers the perfect retreat. The Sea View Rooms and Mediterranean Suites provide the most spacious accommodation in the Bodrum Peninsula, ranging from 72 to 145 square metres, and are f looded with natural light. Most rooms have terraces with private dining areas and sundecks. In addition, each suite features a plunge pool and outdoor shower set in private gardens with spectacular views of the Aegean Sea.
R
Rotana to strengthen its position in Bahrain
Mandarin Oriental Bodrum is now open
otana, the leading hotel management company in the region with a portfolio of properties across the Middle East, Africa, South Asia and Eastern Europe, announced the signing of the new agreement with Ossis Property Developers to manage a 311 room luxury property in Bahrain. Located on the Amwaj Islands, a group of man-made islands in the Arabian Gulf, ART Rotana is at the northeast of Bahrain, near the Coast of Muharraq Island, and a few minutes’ drive from Bahrain International Airport. The
property’s stunning architecture distinguishes ART Rotana, which offers luxurious rooms and suites, including the presidential and vice presidential suites, that are all sea-facing and feature a modern design. The property also offers extensive banqueting and conference facilities including a spectacular ballroom and eight fullyequipped meeting rooms with the latest audio-visual equipment, making it a sure favourite with discerning MICE organisers, for weddings, social events and much more.
July 2014 • HOTELSCAPES 53
BRAND AND HOSPITALITY
Jaquar and Singapore Institute of Architect announce their association
J
aquar(Complete bath solution brand) and Singapore Institute of Architect(Sole representative for the architectural profession in Singapore) has recently announced their association. Jaquar and SIA will jointly establish a partnership program with the objective to promote the architectural profession in Singapore at a recently held event at Resorts World Sentosa. Mr. Rajesh Mehra, Director and Promoter Jaquar Group and Mr. Theodore Chan, President SIA said in a joint statement that “This association will be acknowledging the efforts of architects in
the region as they pursue standards of excellence in their field and continue to create innovative architectural designs.” Conceived 54 years ago, the Jaquar group was built on the platform of the highest quality standards, aesthetics and with the intent of providing world class products. Today Jaquar is the most preferred complete bathing solutions group across 30 countries in Asia-Pacific, Middle East and Africa offering wide range of bathroom products like bathing fittings, sanitary ware, shower enclosure, water heater, flushing system and wellness products.
RezNext and Internet Moguls partner to offer a comprehensive hotel digital marketing solution
R
ezNext has partnered with Internet Moguls, Asia’s premier hotel digital marketing company to offer hoteliers in India, Middle East and Africa a comprehensive digital hospitality solution. The offering includes RezNext’s advanced real-time internet booking engine and result oriented digital marketing practices from Internet Moguls. Through this partnership hoteliers can now power their hotel website to display real-time inventory through the RezNext platform and leverage Internet Moguls’ smart digital marketing techniques to drive more direct bookings from their target segment. RezNext is a preferred distribution switch among hoteliers and demand generators with the advanced room distribution automation technology and business intelligence it provides. RezNext’s Internet Booking Engine allows bookings to be directly sent to the hotel PMS automating the reservation process for hoteliers.
Micros debuts mTablet E-Series and the MICROS Engagement Feature at the National Restaurant Association Show in Chicago
M
icros Systems, Inc. debuts its new MICROS mTablet E-Series and the new Micros Engagement feature at the National Restaurant Association (NRA). The Micros mTablet E-Series allows hospitality and retail staff to elevate guest engagement. The mTablet E-Series, which is available in an eight-inch and eleven-inch size, offers an extended battery life, and operates on Microsoft Windows 8.1 Embedded Industry Pro. The eight-inch handheld tablet is perfect for on-thego staff, while the eleven-inch version is also fully compatible with the Micros mStation base providing staff the flexibility to be mobile or use it as a workstation option with full peripheral connectivity. Optional sleeves for either mTablet size facilitate secure payment on the device. Engagement feature offers a fluid, beautiful touch experience with an ultramodern look and feel with interactive live tiles that can display and promote numerous content including specials of the day and upcoming events, connection to the loyalty program, external content feeds for guest entertainment, and the ability to take orders. It is also very configurable and highly customisable for preference and can access actionable data, analytics and tools for management staff.
54 HOTELSCAPES • July 2014
PEOPLE NIKHIL SHARMA COO Red Fox Hotels Nikhil Sharma is one of the founding members of the Lemon Tree Hotels’ core team and had joined the group as a budding Assistant Manager of its first Lemon Tree Hotel at Gurgaon. He is among the youngest managers in the country today. He is an alumnus of Pusa Institute of Hotel Management, New Delhi and started his career with the Taj Group of Hotels where he worked in Delhi and Udaipur, followed by Marriot in Mumbai and Intercontinental in Srinagar and Delhi. While being a part of LTH, he has played an important role in starting various initiatives.
ABHISHEK SAHAI General Manager The Leela Palace, Udaipur In his new role, Abhishek will manage Leela Palace Udaipur. He first joined The Leela family in 2010 as Executive Assistant to the President and Front Office Manager of The Leela Mumbai before progressing to Rooms Division Manager of The Leela Palace Chennai. In this capacity, he played a crucial role in finalizing the hotels’ positioning in Chennai along with setting up the Rooms Division of the property and hiring and training 250 team members. Prior to this stint, he led teams in various operational capacities at The Leela Mumbai, and The Oberoi, New Delhi, where he began his hospitality career.
REX A.G. NIJHOF General Manager Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments Rex Nijhof joins Renaissance Mumbai from the luxurious Amsterdam Marriott Hotel, Netherlands where he had been the General Manager for three years. Nijhof comes with an enormous international hospitality expertise and has serviced various Marriott properties like Courtyard by Marriott Braunschweig and Stuttgart Marriott Hotel Sindelfingen in Germany. He also worked with Istanbul Marriott Hotel Asia in Turkey.
ATUL LALL VP Operations & GM The Claridges Hotels & Resorts Associated with the hospitality industry for many years, Atul brings with him a wealth of experience in luxury hotel management, sales & marketing and financial planning with illustrious hospitality brands such as The Oberoi Hotels & Resorts, Taj Hotels Palaces & Resorts and Keys Hotels. He is an expert on turnkey five star hotel projects and is well-known for his knowledge of design implementation at the project and pre-opening stage. He is an expert on turnkey five star hotel projects and is well-known for his knowledge of design implementation at the project and pre-opening stage.
SABYASACHI CHATTERJEE General Manager Optus Hometel, Bhiwadi An enthusiastic, energetic and creative professional, Sabyasachi comes with an experience of over 15 years in the hospitality industry. A graduate from the Institute of Advanced Management in Kolkata, Sabyasachi brings with him expertise in all areas of hotel operations as well as pre-opening functions. His last assignment was as General Manager at Pride KC Hotel & Spa - Panchkula. Optus Hometel, Bhiwadi is scheduled for launch in July 2014.
SAMIR KANT AVASTHI Director of Sales- ISO India Hilton Worldwide Samir will lead the company’s effort to gain a fair share of India as a source market for the Hilton Worldwide portfolio of hotels and resorts overseas. His primary responsibility will be to establish a loyal and committed customer base within India and position Hilton Worldwide as a long term business partner. Samir has over 11 years of experience in Sales, and before joining Hilton Worldwide he was with The Explorers, a destination management company based in New Delhi. Prior to joining The Explorers in December 2013, Samir was the Director MICE Sales – India for Marriott Hotels.
56 HOTELSCAPES • July 2014
PEOPLE ANANYA SINHA Sales and Marketing Director JW Marriott New Delhi Aerocity Ananya is an accomplished Senior Sales and Marketing professional with 15 years of experience in the luxury service industry. Her expertise lies in business development, strategic planning, customer relationship engagement and brand management with a complete understanding of the luxury hospitality market across Mumbai, Delhi and Goa. She is a Post Graduate in Hospitality Management from the Oberoi Centre for Learning & Development.
CHEF ARMANDO DI FILIPPO Italian Speciality Chef Moevenpick Hotel and Spa Bangalore Chef Armando’s culinary journey began early, as a young adult influenced by his father, also a Chef. Chef Armando began experimenting with cooking right from childhood at his father’s bakery in Italy and went on to manage and run the entire kitchen once he turned professional. His passion for the art of cooking combined with rich experience gained over the years during his travels and stints has resulted in making Chef Armando one of the best Italian Chef’s in the city today.
SHALABH VERMA Director of Sales and Marketing Kempinski Ambience Hotel Delhi Salabh is responsible for all aspects of short- and long-term planning and preparation of the sales plans, programs, annual budget and marketing for Kempinski Ambience Hotel Delhi. He has an illustrious career of over 15 years in the hospitality industry, during which he has proven himself adept at developing, directing and implementing the sales objectives, marketing strategies and internal communication programmes for brands he has been associated with. He has a longstanding track record of developing exceptional service standards.
AMIT PATHANIA Executive Chef Alila Diwa Goa He brings along with him 15 years of experience with leading luxury and business hotels in India and abroad. With his varied experience and well-rounded specialties spanning Indian, Western, Italian and Mediterranean cuisine, Chef Amit’s core expertise lies in managing Food and Beverage Production’s operations. Prior to this he was the Executive Chef at Radisson Blu, Ahmedabad and has also served as the Executive Chef at Ananda by Jaipur, a chain of fine dining restaurants in Dublin for three years.
BHARAT TRIVEDI Assistant Director – F&B Manager Hyatt Regency Chennai Bharat has been associated with Hyatt in India for more than a decade. He joined Grand Hyatt Mumbai after completing his hotel management and has grown with the hotel over the past decade. He has successfully handled multiple portfolios and diverse roles at Grand Hyatt Mumbai, and shall be supervising the overall operations of the event spaces, signature restaurants, room services and other food and beverage service related functions at Hyatt Regency Chennai. Bharat shall successfully create a niche for himself at the first foray of Hyatt in South India.
NARENDRA LENDAVE Executive Pastry Chef JW Marriott New Delhi Aerocity Chef Narendra is a gastronomic mastermind who specialises in French pastry, bakery and chocolates, with 18 years of experience including three years of working at a 3 star Michelin restaurant at Seychelles. He brings with him wide national and international exposure with his association at various 5 star hotels and resorts like Hilton Seychelles Northolme Resort & Spa, Oberoi Mumbai, The Leela Kempinski, among many luxury properties. He has been trained under many award-winning Pastry Chefs.
July 2014 • HOTELSCAPES 57
LAST PAGE
The changing face of the hotel TV Shifts in technology and guest expectations are ensuring that TVs in hotel rooms are upgraded. Hotels’ realise that guests bring their own devices and entertainment with them.
A
s hotels try to improve the guest experience, t he t e le v i s io n i n t he g ue s t r o om i s changing. There may have been a time when hotels provided the best television experience but now they are struggling to cope. The recent explosion of technology, devices and content is to blame and hotels have to upgrade to provide entertainment in the room. Simply, travelers have more devices with them when they travel and this affects the way they interact with in-room content. There is a rise of online streaming through mobile devices and guests want reliable high-speed wireless Internet connections. SONIFI, an interactive content and connectivity solutions provider that serves approximately 1.4 million hotel rooms worldwide found through its ‘Hotel Guest Channel Preferences Away and at Home, October 2013’ survey, that 81 percent of travelers use a smartphone while traveling, 79 percent use a laptop and 48 percent use a tablet. Guests are selecting hotels with ne w e x p e c t a t io n s i n mind. In particular, the younger guests tend to travel with more devices and have a lower dependence on T V. They a lso use TV in tandem with a second device. According to t he SONIFI, 38 percent of millennials (born 1978 – 1987) view TV while using a laptop and 32 percent while using a tablet. For Generation X (born 1965 – 1977), these
numbers fall to 31 percent and 24 percent respectively, and for an earlier generation (born 1946 – 1964), they fall to 21 percent and 13 percent. The younger the audience, the more comfortable they are with technology and with providing their own content. One third of the millennials do not even see the TV as their primary entertainment medium. T hese increa singly techsavy guests demand higher and higher standards. Hotels have also to deal with the reality that these guests often have far superior levels of networking and technology at home, which often causes disappointment in hotels with inferior speeds leading to frustration. Wireless broadband connections in rooms and throughout the hotel must now be fast, easily accessible and preferably free a nd t he i r
58 HOTELSCAPES • July 2014
lack is now an inhibitor to it’s business. Hotels have to face these new challenges and have to change how they work with their guests with regard to in-room entertainment options. Hotels are coping with these changes in various ways. Many hotels are recognising that guests will bring their own devices and are trying to keep TVs relevant for them. Providing new types of content and letting guests stream their own shows onto the
TV are some of the new ways of appealing to travellers. Many higher-end hotels are opting for vastly improved and larger TVs in the rooms and these just have to be linked to the Internet. Hotels are beginning to provide HD smart TVs in the rooms with hotel technology firms having evolved ways to stream content wirelessly onto them. As TVs evolve beyond the concept of being just a video outlet and become more interactive, they becomes
THE INCREASINGLY TECH-SAVY GUESTS DEMAND HIGHER AND HIGHER STANDARDS. HOTELS HAVE ALSO TO DEAL WITH THE REALITY THAT THESE GUESTS OFTEN HAVE FAR SUPERIOR LEVELS OF NETWORKING AND TECHNOLOGY AT HOME. large LCD monitors that the hotel can use to give guests what they want – movies, Internet and hotel services. Connectivity also allows children, and even adults to play games, which is important as a time-filler. Smart TVs allow hotels ways to personalise the guest experience. The hotel TV, now becoming part of a system along with DV D s , s t r e a m e d internet content and downloaded content, is at the centre of the guest’s interaction with the room. It is no longer a passive viewing experience for hotel guests but an important part of their stay. HS by AMIT JETLEY
RNI No. DELENG/2012/47318 Posting Dt. 16-21/07/2014 Licence No. U(C)-105/2013-2014 W.P.P. at NDPSO Postal Reg. No. DL(C) 01/1353/12-14
Date of Publication: 18/07/2014
Time now to look ahead to the 8th Edition Cinema Tourism sets new sights as we position with the prestigious Mumbai Film Festival Contact us for participation options ranging from exhibiting to diverse partnership opportunities. Contact: Saurabh on 09210799523 Email: cinemascapes@crosssectionmedia.com
Website: www.cinemascapes.co.in
ORGANISERS