Hotel Business Review by Hammer Publishers Pvt. Ltd

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HOTEL Business Review

HOTEL B u s i n e s s

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Jan-Feb ’12

With the growth of tourism in India, the business of timeshare is sure to play a vital role in the Indian hospitality industry. For people who prefer a home away from home atmosphere or homely comfort zones in their holidays, timeshare resorts and/or vacation homes are ideal options. And if you want to visit exotic locations around the world without dishing out a huge sum every year, then also the concept of timeshare can help you translate your dream into a welcome and feasible reality. The idea of having a given period of usage (usually a week) of a certain accommodation in a specific destination (usually a tourist destination) each year, for say 25-30 years at a stretch, along with the option of exchanging your timeshare with others and thereby travel to different interesting locales time and again; all at the fraction of the cost of owning a property and without the hassles of maintaining it, is a unique idea indeed. However, though the idea is unique, it is hardly a new one. The concept of timeshare germinated into reality in France and Switzerland way back in the early sixties, but soon this potent idea gained global acceptance and popularity. Timeshare was introduced to India in the late 1980s, and both in India and the west, the timeshare business earned a bad name at the height of its growth, because of a plethora of fly-by-night operators who invaded this industry in the lure of earning quick money in exchange of substandard offerings. Soon the setback to the consumers’ expectations resulted in the decline in the timeshare market. However, since the last two decades timeshare as a concept and as well as timeshare companies have regained credibility in the west, and now the Indian timeshare industry; buoyed by the increasing disposable incomes and growing interest towards unconventional travel options among a sizeable section of Indians, is also reflecting good health. Though in India, the timeshare market is still at a nascent stage, it is showing great growth potential. The great and varied tourism potential of India also can provide for the conducive element, needed for the growth of timeshare market. However, for the timeshare market to grow further in India, the need of the hour is the sustained development in tourism infrastructure. Also since India is a pricesensitive market, timeshare companies should never forget to price their products rightly if they intend to succeed here in the long-run. In our Cover Story, we have attempted to cover the concept and utility of timeshare, its origins and growth, its decline in popularity and return to credibility, and also its growing potential in the Indian hospitality industry, which our readers may find to be an interesting and useful read. The encouraging growth of tourism in India in the recent years, and India’s huge potential to emerge as a major tourist destination for the global travellers have contributed to the fast recovery of its hospitality industry. However, it seems that in the backdrop of exorbitant real estate prices in our metros, the future growth of the Indian hospitality industry would be focussed more on the tier-II and tier-III cities. Another feature of the growth scenario of the Indian hospitality industry is the invasion of international luxury hotel chains in its hospitality space. In the Business Story we have attempted to cover the recovery and growth of the Indian hospitality industry in some detail. Besides these, the insightful coverage under our regular sections are also geared to give our valued readers enough food for thought between the covers.

HOTEL B u s i n e s s

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inside COVER STORY

People, when they go on family holidays, often do prefer a home away from home atmosphere. This attitude was mainly responsible for giving rise to the timeshare industry. Timeshare is a form of holiday ownership, where you purchase the right to spend holidays with your family and friends for a week or longer in a year, in an apartment or a villa or a holiday resort, for a great many years.

BUSINESS

It seems that the Indian hospitality industry is moving on the path of recovery. And it is also evident that this recovery is largely due to the revival in domestic travel of both leisure and business varieties since the second half of 2009-10 fiscal. Foreign tourist arrivals in India has also picked up since December 2009.

INDUSTRY

The increased competition in the Indian hospitality industry is inducing or rather compelling the hotels to give greater premium on guest satisfaction, which is not only reflected in better and more customised services but also in better utilities and cosmetic appeal.

SPA

The philosophy of The Imperial Spa is embedded in a living awareness of the value of a healing touch, a nurturing environment, cleansing, yoga, massage, peace and deep relaxation as essential elements in maintaining a healthy lifestyle.

PROPERTY

The Hilton New Delhi-Noida-Mayur Vihar has a contemporary interior design with integrated Indian design elements. The lobby is inviting with well planned and well placed lobby lounge. The flooring consists of Satwario granite, which is one of the most expensive, costing Rs.1200-3000 per sq. ft.

DEPARTMENTS TECHNOLOGY

Todayâ&#x20AC;&#x2122;s hotels need strong, robust IT and telecom infrastructure, without any bandwidth restrictions. Moreover, they should be easy to manage and are scalable for future needs. These services can be provided only when the hotel provides high burst Internet bandwidth to provide the guest wired and wi-fi requirements.

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Product Preview

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Interview

Cover Pix: Lavish Lebua Luxuary at the Tower Club at Lebua

Jan-Feb â&#x20AC;&#x2122;12

Event

HOTEL Business Review

E V E N T S’ C A L E N D E R TRAFS 2011 26-29 January 2012 (was postponed to these new dates) Thailand Retail, Food & Hospitality Services Hall 103, Bangkok International Trade & Exhibition Center (BITEC) www.thailandhoreca.com

1 – 4, March 2012 at the Philippine International Convention Centre (PICC FORUM), CCP Complex, Roxas Blvd. Pasay City, Manila Philippines.

ith the overwhelming success of PIFBEX 2011 the Philippine International Food and Beverage Expo will continuously be the most anticipated food and beverage expo in the country providing the supply solution in this industry. PIFBEX 2012 and HORECA 2012 will be held from March 1 – 4, 2012 at the Philippine International Convention Centre (PICC FORUM), CCP Complex, Roxas Blvd. Pasay City, Manila Philippines. PIFBEX 2012 - HORECA PHILS 2012 opens the gateway by offering innovative business opportunity to reach decision makers and new potential customers on the latest in food & manufacturing, machinery, equipment and technology related to food processing, handling and packaging as well as Hotel & Restaurant Technologies & Service Equipments/ Facilities. PIFBEX 2012 – HORECA 2012 is ready to accommodate over 300 exhibitors both locally and internationally to encompass in this astounding event by delivering the trusted products and ideal quality service to all visitors. As a continuing commitment PIFBEX2012 gears up to widen its market by introducing Hotel Restaurant CaféCaterers Expo Philippines (HORECA Philippines). Hotel and Restaurant, Café

Jan-Feb ’12

PIFBEX 2012 will support exhibitors to: • MARKET to an audience ready to spend • LAUNCH new products and test the market • BUILD brand awareness, • SAMPLE your product to targeted niche • PROMOTE trade locations Unique Experience for the Consumers PIFBEX 2012 is organised with extra programs and activities that offer a timely opportunity to create consumer awareness and promote directly to the Trade Market. Highlights during PIFBEX 2012 • Product Launching • Seminars • Pastry Competition • Spirits & Cocktail Competition

and Caterers industry together with the Food and Beverage industry players from the Philippines and around the globe will showcase new offerings and services to explore possible business opportunities. The new venue was chosen in time for the show to have a better identity. The PIFBEX 2012 and HORECA Philippines 2012 is a much awaited event as it will be the first ever food show that will be held at the PICC Forum. This is a huge step for all of TRADECON INC. independent shows because we wanted to standout to other food exhibitions in the Philippines. These events will be showcasing its uniqueness through the wide array of activities such as our well-known Dessert Making and Cocktail Mixing Competition which will be participated by different schools nationwide. For more information: E-mail: tradecon.inc@gmail.com www.pifbex.com

Gulfood 2012 19-22 February 2012 Dubai International Convention & Exhibition Centre, Dubai www.gulfood.com PIFBEX 2012 & Horeca 2012 Philippines 1-4 March 2012 PICC Forum 1-3, CCP Complex Roxas Blvd. Pasay City, Manila www.pifbex.com Europain & Intersuc 2012 3-7 March 2012 Paris Nord Villepinte, Paris www.europain.com Aahar 2012 12-16 March 2012 Pragati Maidan, New Delhi www.aaharinternationalfair.com Alimentaria 2012 26-29 March 2012 Fira de Barcelona’s Gran Via Venue Barcelona, Spain www.alimentaria-bcn.com Ethnic Foods Europe 2012 27-29 March 2012 Brussels Exhibitions and Conference Centre, Brussels www.ethnicfoodseurope.com HOTELEX 2012 9-12 April 2012 Shanghai New International Exhibition Center, Shanghai, China www.hotelex.cn FHA 2012 17-20 April 2012 Singapore Expo, Singapore www.foodnhotelasia.com NRA Show 2012 5-8 May 2012 Mccormick Place, Chicago, US www.restaurant.org SIAL China 2012 9-11 May 2012 Shanghai New International Exhibition Center Shanghai, China www.sialchina.com Thaifex World of Food Asia 2012 23-27 May 2012 Impact Exhibition Center, Bangkok, Thailand www.worldoffoodasia.com

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HOTEL Business Review

An Effective Platform for the Industry Food&HotelAsia (FHA) has its humble beginnings in 1978, consisting initially of FoodAsia and HotelAsia. Much anticipated both locally and internationally, the biennial FHA brings to market a myriad food and hospitality products from around the globe. The 8th edition of FHA will be held in Singapore Expo, during 17 th -20 th April 2012. FHA2012 will witness an expansion of its exhibition area to 85,000 sq. m and is expected to attract 2600 exhibitors from over 65 countries/regions and an expected number of 40,000 trade visitors from over 90 countries/regions, thereby presenting a formidable purchasing platform to them to boost their food and hospitality businesses for the robust Asian market. With a focus on promoting the Asian food and hospitality industry, FHA has grown tremendously over the years as the premier trade event synonymous with the food and hospitality industry in Asia and beyond. The exhibition, organised by Singapore Exhibition Services (SES), consists of five specialised shows, namely FoodAsia, HotelAsia, Bakery&Pastry, HospitalityStyleAsia and HospitalityTechnology. Besides these, there is also an up-and-coming segment named Tea&Coffee. At FHA2012, the attendees can not only find it easier to meet their buying needs but also get to indulge in game-changing interaction with business contacts, decision makers and influencers. An impressive 46 group pavilions are also expected at FHA2012. Co-located with FHA2012, the 12th edition of Wine&SpiritsAsia 2012 will boast of a stronger presentation of international wines and spirits than its earlier editions, with a projected exhibition area of 7000 sq. m and estimated participation of 165 exhibitors from 25 countries. Eight group pavilions from Australia, Austria, Chile, France, Germany, India, Italy and Singapore are also expected to showcase a wide array of products and a host of new labels. Succinctly, FHA2012, along with Wine&SpiritsAsia2012 is expected to provide excellent business platforms for

Jan-Feb ’12

catering to the requirements of Indian buyers eyeing the international quality products and services, trade partners, and competitive international suppliers. To offer a true allrounded food and hospitality experience, FHA2012 will also have a series of eventful activities including culinary competitions and insightful conferences, which will complement the showfloor buzz for all exhibitors and attendees alike. Stephen Tan, the Chief Executive of

Singapore Exhibition Services (SES), and the organiser of the show affirmed, “These five specialised shows are firmly entrenched as a timely, all-inclusive must-attend trading platform for the industry professionals to establish new alliances with relevant business partners and key decision makers in the food and hospitality trade, and to acquire intelligence on the latest industry trends and issues. India, a rapidly growing economy, will truly benefit from the congregation of remarkable contingent of top quality industry players coming from across the globe.”

The Specialised Events FoodAsia2012 FoodAsia2012—the 18th international exhibition of food and drinks will be held from 17th –20th April 2012, at the Singapore Expo, as one of the five specialised events of Food&HotelAsia2012 (FHA2012). FoodAsia2012 is a dedicated platform catering to the sourcing needs of Asian buyers in the food and drinks sector. From raw ingredients to ready-to-eat products, the exhibition features a smorgasbord of products and supplies from international manufacturers and suppliers. Attracting tens of thousands of highly relevant buyers from Asia and beyond, FoodAsia2012 is a must attend trade event for everyone in the food and hospitality industry. HotelAsia2012 At FHA2012, HotelAsia2012 will return for its 18th edition. The event can be construed as the unrivalled marketing platform for food service equipment and supplies. HotelAsia2012 will feature a comprehensive exhibit of innovative products and services ranging from food preparation and processing to housekeeping products. Here it deserves a mention that HotelAsia is the preferred event for foodservice and hospitality industry professionals to source, network and communicate for better ideas and opportunities in enhancing and leveraging their businesses in the Asian market. HospitalityStyleAsia2012 HospitalityStyleAsia2012 will return for its 7th edition at the Singapore Expo from 17th -20th April 2012. The event will feature a comprehensive range of exhibits from bathroom fittings and kitchen accessories to lightings and tablewares. The show has grown in tandem with the thriving food and

hospitality industry, with greater appreciation for style and luxury, and with the increasing pursuit of new and unique concepts in the Asian market. With thousands of potential buyers and exhibitors from across the globe, it is wise to come to HospitalityStyleAsia2012 and partake the business of style and luxury. Bakery&Pastry2012 Bakery&Pastry2012, which will be the 10th international exhibition of equipment, ingredients and supplies for the bakery and pastry industry, is returning to the Singapore Expo from 17 th - 20 th April 2012. Bakery&Pastry2012 will provide the premier marketplace with a wide array of the latest bakery equipment and ingredients. This onestop business platform will connect international suppliers with Asian buyers and decision makers, will facilitate business networking opportunities, and will generate an abundance of knowledge sharing to meet the growing potential and expectation of the Asian market. HospitalityTechnology2012 HospitalityTechnology2012 will be the eighth edition of this event, which is an unparalleled platform for the future of hospitality technology. Hospitality Technology2012 will feature a comprehensive selection of leading-edge products, ranging from in-room technologies and entertainment to security systems and database management. The tremendous growth spurt of hospitality technology has affirmed HospitalityTechnology2012 as the must-attend event with the potential for vast networking opportunity. The event can also be the platform to source for high-quality hospitality technology products.

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HOTEL Business Review

ONYX’s Amari to Unwrap the First Property in India

ONYX Hospitality Group, a Thailand-based hotel management company, will unveil its first property in Ludhiana under the brand name of Amari. ONYX Hospitality Group has been appointed by Apna Punjab Resorts Ltd to operate a 127-suite hotel in Ludhiana—the business capital of Punjab. Amari Ludhiana is expected to open the floor for guests in the second quarter of this leap year.

Amari Ludhian located within a grand atrium space of approximately 1400 square metres. In terms of area, the hotel will be the largest hotel in Punjab. Located on Canal Road—a major bypass road in the city—the hotel will feature 127 spacious guestrooms with a courtyard lobby, reception and lounge. The property will also offer significant banquet facilities and will be able to accommodate events for up to 2,000 people at a time. Amari Ludhiana will also feature a tea lounge and kitty rooms, to cater to the area’s key niche market. Other facilities will include a large multi-cuisine all day dining restaurant, a spa, gymnasium and retail spaces. Agyapaul Singh, the propritor of Apna Punjab Resorts Ltd commented, “We have long known of Amari and its enviable reputation for service, food and spa facilities in Thailand. We are truly delighted to have an instrumental role in creating the first Amari property in India.”

ONYX Unveiled Breeze and Maai Spa ONYX Hospitality Group has unveiled its two unique spa brands, with each brand catering to very distinct market segments. Breeze Spa is the ‘fun’with mid-tier offering whilst Maai Spa will offer an exclusive and luxurious spa experience for a discerning spa-savvy clientele. The Breeeze spa brand is encompassed with an innovative mood therapy treatment concept. Designed to

be a complete sensory experience, each treatment is aligned with a carefully chosen traditional body therapy or massage technique as its centerpiece, enhanced by specific aromatherapy oils, herbal teas, musical selections and even colours to provide a package that delivers the mood each guest is looking to bring to her/his life. The concept of Maai Spa has stemed from the tradition of authentic Thai healing combined with modern day science; all encased within the elegance of Thai silk. This brand of spa will offer a combination of private suite-based treatments, unique Thai herbal programmes and advanced skincare science. Kirsty MacCormick, the Corporate Director of Spa— ONYX explained, “We felt that we needed a new and original mid-range brand to replace the existing spa concept in the Amari properties. However, we did not feel that this type of brand offering would suit luxury properties.” 8

Jan-Feb ’12

HOTEL Business Review

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Arogya Endorses Wellness Arogya Spa & Fitness Centre at Hyatt Regency Pune is an idyllic sanctuary for guests to revitalise and de-stress with local and traditional treatments. Arogya is derived from the Sanskrit term which means ‘complete wellness’. Arogya offers the treatments to assist in balancing the chakras and bringing wellness. According to traditional Indian beliefs, the chakras are energy centres and are located through the midline of the body. Once the six chakras are aligned, then the crown chakra is activated; ushering in a state of bliss. Arogya Spa has six exquisite treatment rooms, including two couples’ suites and one Ayurvedic therapy room. Each of the wellness room features its own private changing and shower area enhanced by a warm, contemporary ambience and muted lighting. The spa offers a mosaic of essential therapies that can vow to ensure the ‘well-being’ goodness that seeps into the body with the healing touch of minerals and essential oils. Here the guests can also indulge in the traditional massages or purifying facials. These treatments can boast a complete rejuvenation of mind, body and soul. At Arogya Spa, an in-house Ayurvedic doctor will help the guests to understand the science of Ayurveda; assisting in the search for relaxation and advice the necessary treatments. Besides upkeeping the wellness spirits, the spa houses a state-of-the-art gymnasium with a wide range of latest cardio and strength training equipment from Technogym. The indoor heated swimming pool with sun roof and water features provides a highly refreshing swimming experience year-round, enabling guests to renew the spirit with the healing touch of water.

Jaipur Marriott Bags Culinary Awards Jaipur Marriott was honoured with three culinary awards at the recent Times Food Awards, also known as ‘Food Oscars’. The hotel, well- known for it’s true to the palate food offerings, created a mark at the ceremony and bagged three awards for Best Italian Food Restaurant (for Okra, its the all day dining restaurant), Best Bakery (for Jaipur Baking Company) and Best Lounge (for Lounge 18). Times Food Awards, which recognises outstanding performers in the hospitality sector, was held at Le Meridien Jaipur. These awards were dedicated to felicatate the culinary experts of the Jaipur city. The best of Jaipur’s restaurants got recognition for their dedication towards the industry. An euphoric Pankaj Birla, the General Manager of Jaipur Marriott said, “We are swollen with pride and excited to receive three awards for our outlets in the first year of our existence in the city. It is the dedication and great service of the Marriott team which has brought such accolades to the hotel. At Jaipur Marriott, we are constantly endeavouring to provide quality service amidst a world-class ambience to our guests.”

Jan-Feb ’12

HOTEL Business Review

Infuse in Spa with Intimate Dining The Westin Sohna Resort & Spa has launched an innovative venue named ‘The Pavillon,’ which is conceived to celebrate timeless intimate dining extravagances. The Pavilion is a laidback and chic centerpiece amidst 37acres of lush green expanse. The venue has been designed to deliver custom-made dining experiences for new-age couples who take pleasure in dining in innovative venues, and is open to lavish outdoor experiences. Sanjay Sharma, the Complex General Manager said, “The venue will not only provide a sumptuous meal, but will also have a specially crafted ambience, Chef at site, private butler, music and highly personalised service to suite an occasion.”

News Scan

Feel the Relaxing Touch of Quan Spa JW Marriott Chandigarh has launched its much-awaited signature Spa – Quan. Quan offers a spa experience based on holistic therapies to help you glide towards relaxation, balance and vitality. Quan, a Chinese word that literally means ‘a source of pure water’ represents the restorative properties of water to offer an oasis of healing and rejuvenation. Quan Spa—a world-renowned brand that promises a whole new world of spa & wellness treatments— is now an integral part of JW Marriott Chandigarh, which imbibes the Asian culture of hospitality. The Quan Spa has well appointed six therapy rooms, besides a brand new fitness centre (gymnasium), a rooftop swimming pool, and a separate kid’s pool as part of the recreational facilities. The spa houses some unique Asian wellness treatments like the Mer and Sens Ritual, and Indoceane Journey. The latter is a three-step relaxation treatment. In Kumkumadi Experience, ancient herbs are used in the treatments. At Quan Spa, which houses a fitness studio and a swimming pool, the miracle of water lies ahead as it offers an oasis to recover, be better, to restore your sense of vitality and to be profoundly relaxed. Here guests can go for customised spa journeys which are a perfect getaway.

Hospitality Industry Gets Crowned To celebrate five trendsetting years in the South-Asian region, TRAVEL + LEISURE India & South Asia announced the results of its 1 st edition of the ‘India’s Best Awards’ at ITC Maurya, New Delhi. The polling was conducted as a reader’s poll, both through the magazine and online in 2011, and culminated in the first announcement of its winners. 49 awards across 29 different categories that ranged from the best country, emerging destination, cruise, business hotel, airport, luxury train, destination spa and honeymoon destinations in India and across the world were announced. Rajasthan was the biggest winner after winning in three different categories as the best cultural, heritage and honeymoon destination. Dubai and Mumbai topped the list in the best party destinations in the world and India respectively. Odisha and Turkey have been voted best emerging destinations while Singapore scored as the best city in the world for Indian travellers and Hong Kong as the stopover of choice for family travel. Delhi won the best food destination award.

Jan-Feb ’12

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HOTEL Business Review

Hyatt Hotels on Expansion Drive in India 950 Guests’ Rooms to be Added in all Hyatt Brands In 2012, the Hyatt Hotels will make it larger than life. The NYSE-listed Hyatt Hotels Corporation will approximately add 950 guest rooms across six new hotels in the country. The new hotels will be operated under Park Hyatt, Hyderabad (209 rooms with 42 serviced apartments), Park Hyatt, Chennai (204 rooms), Hyatt Raipur (104 rooms), Hyatt Place, Hampi (116 rooms), Hyatt Place Pune, Hinjewadi (117 rooms) and Hyatt Place Bangalore, Whitefield (200 rooms). Once these properties are fit for function, the portfolio of Hyatt in India will increase to fourteen from its present status of eight hotels. After the whopping addition, the total number of guest rooms of Hyatt in India will increase from 2989 to 3639 rooms. Hyatt House to be Introduced in India HHC has announced the opening of its new Hyatt House brand in India. It is projected as an extended-stay brand. The Hyatt House concept, unveiled in September 2011, is rooted

in extensive consumer research and offers casual hospitality in a smartly designed, high-tech and contemporary environment. The company also announced that there will be Hyatt affiliates signed management agreements for an additional seven full-service hotels and 14 select-service hotels in India. Firstly, the Hyatt House will lead off with management agreement by a Hyatt affiliate, for a hotel in Mumbai. Hyatt House Mumbai will be located near Mumbai’s CSI Airport. The hotel will feature 170 guestrooms, a multi-cuisine restaurant and bar, and meeting rooms as well as a business center, fitness center and swimming pool. According to Steve Haggerty, the Global Head of Real Estate and Development, Hyatt Hotels Corporation, “The prologue of Hyatt House in India will be combined with our decision to make India the first location outside of the US for our Hyatt Place brand. It will reflect our vow of offering the extended-stay and select-service brands in one of the world’s fastest-growing markets.”

2011—The Year of Accor The year 2011 was another record year for Accor in Asia Pacific, in which the company has added 66 hotels in ten countries throughout the region. Accor ended 2011 with 483 operating hotels (92,000 guest rooms) in 16 countries across Asia-Pacific. This extraordinary growth firmly secures Accor’s position as the leading operator of hotels in the important Asia-Pacific region. Beyond this significant achievement, an additional 117 hotels (23,000 rooms) were committed during 2011. Further, Accor recently announced the acquisition of Mirvac Hotels & Resorts, a hotel management company consisting of 48 hotels representing 6,100 rooms. These hotels are located mainly within Australia, in key cities such as Sydney, Melbourne, Brisbane and Perth, with four of the hotels located in New Zealand. These hotels will be integrated into the Accor network during 2012. Accor has announced the acquisition of Mirvac on 16th December 2011, paying €183 million for the management company consisting of 48 hotels and for a 21.8 percent stake in the Mirvac Wholesale Hotel Fund (an investment vehicle with ownership of the 7 hotels). Michael Issenberg, the Chairman and Chief Operating Officer for Accor Asia Pacific said, “2011 has been a super year for Accor. Being able to cement our leadership position in the Asia-Pacific region is very gratifying and we are most grateful to our partners that continue to entrust their hotel assets to Accor for enabling this stellar performance. Of course, adding this number of hotels to the network has required us to invest significantly in our regional infrastructure to support both the new hotel openings as well as the existing hotel network, and in doing so we will ensure our ability to sustain similar growth in the coming years.”

Jan-Feb ’12

HOTEL Business Review

The First Property of Pride Hotels to Sway Kolkata Rajarhat, the avant-garde business hub of Kolkata, will soon feel the luxury of Pride Group of Hotels. This March, a hotel of this group will open the floor for guests. The Pride Hotel at Rajarhat will comprise 153 rooms and the company has pumped in Rs. 100 crore into the property. The newly built property is just 15 minutes drive from Netaji Subhash Chandra Bose International Airport. It has four conference halls, two board rooms, a health club, a fitness centre, a spa, a steam sauna and a Jacuzzi. Along with several amenities, there is a round-the-clock coffee shop cum restaurant, offering global cuisine. According to S.P Jain, the Managing Director of Pride Hotels Limited, “While the cultural capital has been at the forefront of attracting a large volume of leisure tourists, it is now experiencing a steady inflow of business tourists. However, there is a serious shortage of upscale mid-market hotels in the city, and we are extremely privileged to bridge this gap with the launch of our first property in Kolkata.”

Jan-Feb ’12

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Padma Shri to Priya Paul Priya Paul, the noted hotelier and visionary entrepreneur, and the Chairperson of Apeejay Surrendra Park Hotels, has been conferred with Padma Shri award. Priya was bestowed with this esteemed civilian award for her enormous contribution in the field of trade and industry. The hospitality honcho is a Bachelor of Economics from Wellesley College, USA. Priya began her career as a Marketing Manager with The Park Hotel New Delhi and took over the leadership of the hospitality group after the unexpected demise of her illustrious father, Surrendra Paul. Her leadership qualities are widely recognised and she has been the President of Hotel Association of India (HAI). A founder member of World Travel & Tourism Council (WTTC) - Asia Chapter, Priya is currently the Vice-President of WTTC-India Initiative.

HOTEL Business Review

`2000 Crore Dream and Night Lifestyle Hospitality For the Indian hospitality market, Chatwal Hotels and Resorts has announced Rs. 2000 crore investment plan for discerning high-end travellers. Chatwal Hotels and Resorts is planning to open 52 new hotels in the next five years. Chatwal Hotels, which has given the franchise and management rights of its fivestar deluxe brand Dream and four-star brand Night to Wyndham Hotel Group, plans to expand them in India, through the franchise model. As a part of its plan to expand the highly successful international hospitality brands ‘Dream and Night’ globally, Hampshire Hotels and Resorts, the management arm of Chatwal Hotels and Resorts, has unveiled an aggressive brand building initiative in India to launch forty Night Hotels and twelve Dream Hotels. Currently launch sites will be a ‘Dream’ resort in Goa and India’s first ‘Night’ location in Chennai. Till now, India has only one Dream hotel at Cochin. The expansion drive will cover cities like New Delhi, Mumbai, along with Hyderabad, Kolkata, Jaipur and Udaipur. Vikram Chatwal, the Founder of Vikram Chatwal Hotels and Resorts said, “Both Dream and Night are brands that are built on the foundation of lifestyle hotels. The emphasis and philosophy of both these brands revolve around the three concepts of stimulating imagination, entertainment, and engaging the senses of our customers and guests.”

Jan-Feb ’12

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Feel the Leisure of Springfit in Luxurious Jaypee Hotel The guests can feel Jaypee’s high-end leisure options in its Seven Star Deluxe Luxury Hotel, accentuated by the springfit range of mattresses. Jaypee Group has set up the first Seven Star Deluxe Luxury Hotel in Greater Noida, which is adjacent to the F 1 Motor Sports Track. Here the guests can relieve of their physical exhaustions or stress by grabbing a good sleep in the hotel’s Springfit range of mattresses and sleep accessories. Being a luxury premium hotel property, it has set the highest benchmarks in terms of world class services and guest satisfaction. Sleeping accessories are one of the main attractions in these kinds of upscale hotels. To ensure that its guests have the finest stress-free comfy sleep in its well appointed suites, the property has assigned all its premium 250 rooms to be outfitted by the Pooja Mehta Springfit range of mattresses and sleep accessories. The seven layered mattress, ten inches in height, is specially designed using high tensile springs with independent pockets, in a higher density layout pattern. This ensures that all body pressure points are gently massaged at their relevant sensitive points, ensuring sound stress-free sleep. An overwhelmed Pooja Mehta, the GM, Housekeeping of the Jaypee Group, was very sure that there “Will be no compromise with our clients’ interests and only the best international standards would be used when equipping the suites.” She further added, “Springfit came across as a receptive company and open to fresh ideas. Their mattresses used the best inputs from across the world and this is visible in the high quality finishing that matches our standards.” Every player of F1 who stayed at the hotel had highly relaxed and stress-free sleep.

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HOTEL Business Review

IHCL to Unwrap New Hotels and Projects this Leap Year Taj Gateway to Set Stage in Kolkata

17 Vivanta and Gateway by Taj to Usher in India

By mid 2012, Taj Gateway—the property of TATA Group’s IHCL, will be on the shores of the ‘City of Joy’. The IHCL will inaugurate its second hotel in Kolkata. The 200-

For IHCL (Indian Hotels Company Ltd.), this leap year will witness a growth in property portfolio by leaps and bounds. The TATA Group plans to open 17 new hotels under the brand name of Vivanta, and Gateway. The four new Vivanta by Taj will shine in Kerala, Coorg, Gurgaon and New Delhi. With 13 new Gateway hotels, top slots are been grabbed by Kolkata, Raipur (Chattisgarh), and Hubli in Karnataka. According to Raymond N Bickson, the MD & CEO of IHCL, “We are eying out for upgrading some existing Taj hotels to ‘Vivanta’. The Vivanta brand currently has an inventory of 3500 rooms and is witnessing about 65 percent occupancy.” Bickson has also stated that the Vivanta properties would be increased to a number of 35 in the near future. Till now Taj has opened 23 Vivanta properties, including one each in Sri Lanka and Maldives.

room star property will grab the eyeballs on the busy roads of EM Byepass, in the vicinity to the Ruby General Hospital. The Taj Gateway will offer a bouquet of sumptuous delights to its guests with The Stadel—a poolside fine dining restaurant that will serve global cuisine and wine. Besides, a 24X7 coffee shop will spread its aroma in the lobby area of the Taj Gateway.

IHCL to Coach the Underprivileged Indian Hotels Company Ltd. (IHCL) has launched a freeof-cost two-year hospitality trade programme, for below poverty line youths. The Skill Certification Centre, where the first batch of training will commence, has been inaugurated by AP Anil Kumar, Tourism and Cultural Affairs Minister, Government of Kerala. The first batch of training will begin with 41 students who passed the 10th standard examination. The candidates will be imparted on-the-job training in food and beverages production and services, including housekeeping. After completing the course, the candidates would be absorbed in IHCL properties in India, on a merit basis. According to HN Sreenivas, the Senior Vice-President —HR and Business Excellence of IHCL, “The programme has been set as part of the group’s Corporate Social Responsibility project. Here the candidates will be offered a monthly stipend of Rs. 2500 in the first year and Rs. 3000 in the second year, along with provision of food, accommodation and uniform at the same time.”

IHCL Hotels to Space in Yunnan Province IHCL has recently signed a memorandum of co-operation (MoC) with Yunnan Tourism Co Ltd to develop, construct, operate and manage two hotels in China’s Yunnan province under the Taj and Vivanta brands. The Taj and Vivanta hotels will be positioned at the Kunming Expo Garden, in the Yunnan province. The new Taj property will feature 200 rooms; Vivanta by Taj will have around 300 rooms. According to Abhijit Mukherji, the Executive Director of IHCL, “The introduction of Taj, and Vivanta by Taj brands in Kunming puts forward an exhilarating break to establish the brands in the Chinese market.”

Jan-Feb ’12

HOTEL Business Review

Best Western Plans Expansion Best Western International Inc., the world’s largest hotel chain is planning 66 new hotels in India within the next five years. The Best Western hotel chain will be spread across the country in tier-I, tier-II and tier-III cities with a special focus on manufacturing and trading cities. Best Western’s expansion plans will see an inflow of Rs. 1600 crore investments into the Indian hospitality industry. The group plans to set up twenty new upscale ‘Best Western Premier’ segment five-star properties. In this humungous expansion drive the key focus metro cities are Delhi, Mumbai and Kolkata. Besides, the tier-II cities included in the expansion drive are Indore, Bhubaneswar, Lucknow and many more. Similarly Baddi, Manesar, Aurangabad are kept under the purview of key manufacturing cities. Key trading cities which Best Western is eyeing are Indore and Surat. Tourists and religious cities include Ajmer, Amritsar, Shirdi, Katra and many more. Sudhir Sinha, The President and the COO of Best Western India said, “The discerning high-end travellers are unable to find five-star hospitality and accommodation in tier-II cities in India. With the Best Western Plus, we endeavour to fill this gap in the market.”

Jan-Feb ’12

News Scan

Hi-Aim Has High Aims for Hospitality India’s premier hospitality summit and exposition on design, interiors and management was officially launched on 1st February 2012, at Le Meridien, New Delhi. The forthcoming summit is aptly termed as Hi-Aim. While the hospitality summit is scheduled during 22nd - 23rd March, this was an evening to officially announce the aims and objectives of Hi-Aim, and the details of this year’s debut edition. Hi-Aim is the brainchild of Neeraj Kodesia (Proprietor, Premier Magazine), Anil Sharma (Architect and Proprietor, ASA) and Romesh Kaul (Director, Naaz Hotel Consultants). Between the trio, there is over 70 years of experience in the hospitality industry and it comes as no surprise that this is their way of giving it back to the industry and of taking entrepreneurship forward. The evening attracted the best of the hospitality industry at the venue, and the guest list included Vikram Bakshi (JV Partner and MD- McDonald’s India), Dhruva Rathore (VP Development – Hyatt), Sonia and Manu Mohindra (Directors, Under One Roof Hotel Consultants)along with senior management from Taj, Carlson, HBA Design, and GMR. While declaring the agenda of Hi-Aim through a presentation, Romesh Kaul outlined the list of confirmed panelists, which includes some of the top names from the global hospitality, design and architecture scenario. Up for discussion during the two-day event will be issues like the ‘The Future Hotel’, designs that are eco-friendly and contain a business-related realism, and other technical know-how for entrepreneurs and operation-related personnel. The mega event will also present an elaborate exposition, featuring as many as 50 niche brands, showcasing state-of-the-art products, which are the part of the hospitality industry. In their debut edition, Hi-Aim endeavours to become an annual event on the global hospitality calendar, and become a forum for discussions on the present technicalities of design and operations, as well as pre-empting future trends… all within the perspective of current and expected economic uncertainty. “Every industry requires brand ambassadors and the hospitality industry is no different… With Hi-Aim, we want to create that kind of brand value and create a product that attracts discussions, initiatives and charts the road ahead,” asserted Romesh Kaul, Director, Hi-AIM. According to Sonia Mahendra, Director, Under One Roof Hotel Consultants, “What seems most promising about HiAim is that they want the event to be more than just a networking one – they are looking at it as a forum for serious discussions, paper presentations, technical talk along with some demystification. Some of the most popular global summits are not about networking, but about the content within the summit – and by toeing this line, Hi-Aim will establish itself right up there within the industry.”

Appointments

HOTEL Business Review

Samir Sengupta The Westin Hotels & Resorts has announced the appointment of Samir Sengupta as the Director of Security at The Westin Gurgaon, New Delhi. Sengupta will be responsible for developing and implementing security strategy to ensure compliance with hotel security initiatives for effective guest security. Samir Sengupta comes with over a decade’s experience of working with some of the best hospitality brands. His previous assignments were with some of the most acclaimed hospitality players such as the Taj Hotels Resorts and Palaces, and InterContinental Hotels Group. Speaking on the appointment of Samir Sengupta, Sanjay Sharma, Complex General Manager of The Westin Gurgaon, New Delhi and The Westin Sohna Resort and Spa, said “We are excited to have Samir as part of our core team. With his appointment, we are in an even stronger position to deliver great services to our guests”.

Worldwide, Inc., having started his career in 2001 as Financial Controller at Sheraton Aerogolf Hotel – Luxembourg. In 2005, he moved to The Westin LaQuinta Golf Resort - Marbella (Spain) as Director of Finance. In 2006, Ko was promoted as Complex Director of Finance at The Westin and Sheraton Real De Faula Golf Resort & SpaCosta Blanca. In a year’s time he was promoted as Hotel Manager of The Westin Dubai Mina Seyahi Beach Resort & Marina (UAE). Prior to this new assignment, he was the General Manager of Sheraton Miramar Resort, Egypt.

Dr. Manjula Shettigar Dr. Manjula Shettigar has been appointed as the Spa Manager at the Goa Marriott Resort & Spa. Manjula has had varied experiences as a Duty Doctor in Manipal in 2003 and as a General Practitioner in Karnataka, in 2004. Subsequently, she joined the Park Hyatt Goa Resort and Spa in October 2005 as an Ayurvedic Doctor (Asst. Spa Manager).

Ko Van den Hil

Paul Rushton

A consummate professional, Ko Van den Hil is the new General Manager of The Westin Hyderabad Mindspace. A man full of determination and zeal, Ko strongly believes that there are no limitations on what this hotel or its associates can achieve. Ko Van den Hil has graduated from the Hotel School Maastricht. An ambidextrous professional, he has over 20 years of enriching experience in the hospitality industry. He has worked with leading brands of Starwood Hotels & Resorts

Marriott International has announced the appointment of Paul Rushton as the Regional Director of MICE Sales AsiaPacific in a bid to capitalise on the burgeoning MICE market in the region. Rushton will be responsible for the design and implementation of sales and marketing strategies for capturing a profitable share of the emerging MICE business for all Marriott brand hotels in Asia-Pacific. He will be based in Singapore. Rushton has 25 years of work experience in the hospitality industry and his footsteps

Jan-Feb ’12

have covered leading hotels in Jakarta, Dubai, Bangkok, Sydney and Singapore. “Marriott International boosts a portfolio of some 130 hotels across AsiaPacific. No matter whether our MICE customers are looking for an island resort, city hotel or country side retreat, we have a lot to offer and are able to meet their needs,” asserted Rushton.

Vazid Ali Shaikh Jaipur Marriott Hotel has announced the appointment of Vazid Ali Shaikh as the Assistant Director of Food & Beverage. In his new role with the company, he will spearhead and manage all food and beverage operations, including marketing, planning, menu structure and most importantly, service. Vazid has nine years of experience and brings knowledgeable expertise of the industry. Before joining Jaipur Marriott Hotel, he was associated with Taj Lands End as an Assistant Food & Beverage Manager. An elated Vazid said, “I am looking forward to be a part of Jaipur Marriott Hotel that will bring a fresh and new approach to the market. Working alongside with an experienced and professional food & beverage team, we will extend the hotel’s pursuit for excellence and quality in all areas.”

Michael G. Singh Aditya Sarovar Premiere has recently announced the appointment of Michael G. Singh as the General Manager of the hotel. His role and responsibilities will be to ensure efficient and effective operations in all areas of the property, specially department goals, budgets and financial planning for the hotel. With commendable leadership qualities, Singh along with his team,

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Appointments

HOTEL Business Review

will ensure the maintenance of high quality standards, complete hospitality checks, performance checks, and brand standard audits. He will be responsible for delivering strong business results through optimising profitability, cost control and increasing revenue. Singh has 13 years of rich experience across a diverse spectrum of areas in hospitality management; ranging from food & beverages, rooms operations, systems installations and front office management. Through his entire career span, his personal background and people management abilities have made him proficient in heading a multicultural team. Prior to joining Aditya Sarovar Hyderabad, he was with JW Marriott Chandigarh as the Director of Rooms.

Jasleen Kaur The Courtyard by Marriott, Gurgaon has announced the appointment of Jasleen Kaur as the new Human Resources Manager. In her new role, Jasleen will be responsible for entailing talent acquisition, succession and workforce planning, performance management, and training & development for the hotel’s associates. She will be using technology efficiently, coaching & developing talent in the team, and will be continually encouraging a positive work environment, thereby maximising the productivity and boosting associates’ morale. Her previous assignment was with The Ibis Hotel, Gurgaon as Human Resource Manager. Jasleen’s corporate experience spans for about 9 years in the hospitality industry and she has experience which encompasses recruitments, selection, training and development, performance appraisal and employee relations, and developing of annual objectives. 28

Jan-Feb ’12

Puneet Dhawan Puneet Dhawan has been appointed as the GM Delegate Bengaluru and the General Manager of Ibis & Novotel Bengaluru Techpark. Dhawan joined Mandarin Oriental Hotel Group as a Corporate F&B Trainee, based in Manila. In 1994, he moved to their Hong Kong properties and in 1998 joined Century Hotels as the Director of F&B. With almost a decade of experience across Accor Hotels in various roles, Puneet is acutely aware of the challenges of managing properties in varied market situations and brings with him a wealth of experience in the hospitality business.

Ravneet Arora Ravneet Arora, has been elevated as the Director of Sales at JW Marriott Mumbai. Ravneet joins JW Marriott Mumbai after a successful stint at Courtyard by Marriott, Mumbai International Airport. Ravneet’s new responsibility in her current position entails organising and directing all the sales efforts towards the achievement of objectives and operational goals for the property. Ravneet is a hotel management graduate and has been with Marriott International Inc since July 2007. She was the Assistant Director of Sales at the then newly opened Courtyard by Marriott, Mumbai. With her sheer hard work, dedication and a strategic focus, she had triumphed in her role to ramp up the then new hotel. Prior to working there, she took on the challenging role of Marriott Executive Apartments’ (MEA) Manager in

April 2009 where her prime responsibility was to increase the market share for MEA. She successfully contributed to the MEA’s ramp up too.

Arun Yadav Arun Yadav has been promoted as the General Manager— Sales & Marketing of The Claridges Hotels & Resorts. In his new role, Yadav will be responsible for assisting and developing corporate sales & marketing strategies to enhance market penetration and revenue generation. He will also ensure optimum sales and marketing efficiency, by directing all corporate and unit sales team. Yadav comes with over 12 years of experience in sales & marketing and has been associated with The Claridges Hotels & Resorts for the last eight years.

Arti Raghava Arti Raghava has been appointed as the Director of Human Resource at the Goa Marriott Resort & Spa. She began her career as the Front Office Associate with Radisson Hotel Delhi, since the pre- opening of the hotel. Afterwards, she completed her Masters Degree in Human Resources from the University of Technology, Sydney (Australia), in the year 2002. Her first hospitality assignment in human resources was at The Bristol Hotel Gurgaon. She then moved to Park Plaza Gurgaon as the Assistant Human Resource Manager. Arti began her stint with the Marriott at the pre-opening of the Courtyard by Marriott, Gurgaon, in August 2009, in her role as the Human Resources Manager.

Jan-Feb ’12

HOTEL Business Review

Cover Story

Hospitality Needs Time to Share Family holidays have become a norm not only with the rich but also with the middle income group in India. Comparitively higher incomes in the recent years have contributed to this trend. Greater disposable incomes is one of the major reasons why one reads so many realty advertisements exhorting people to purchase a plot or a bungalow in a hill station or a secluded sea resort, far from the hustle and bustle of the city. Though owning a property in your favourite vacation spot with the best amenities and facilities may be a dream come true for many, with the increasing real estate costs there are only a select few who can afford it, notwithstanding the increase in disposable incomes. Add to this the operational problems, and a person is induced to back off from the project. But what if you were given the option of owning the property for a particular of time, at a fraction of the cost, without the hassle of maintaining it? You would probably jump at the offer. This is what timeshare holidays are all about. Ashok Malkani finds that the timeshare industry, which had a hesitant start in India, is now taking rapid strides as more and more people are seen opting for timeshare holidays. 32

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HOTEL Business Review

veryone likes or for that matter loves a holiday and what better way than pay now and enjoy a holiday for the next few decades, or for as long as you hope to live, or would live. The fun of holidays not only increases in sharing, but the sharing of cost or investment of holidays makes your holidays economical too. In childhood we were taught about the benefits of sharing. This seems to have manifested in our adult lives in the form of ‘Timeshare’ holiday homes, which is becoming a fast growing sector in India.

What is Timeshare? People, when they go on family holidays, often do prefer a home away from home atmosphere. This attitude was mainly responsible for giving rise to the timeshare industry. Timeshare is a form of holiday ownership, where you purchase the right to spend holidays with your family and friends for a week or longer in a year, in an apartment or a villa or a holiday resort, for a great many years. From the consumer’s perspective, timeshare accommodation generally costs less as compared to hotels. When one becomes a timeshare owner, he/she is expected to own a time period(say a week or more) at a given resort or a vacation home/destination club/ condohotel for about 25-30 years, where he/ she can avail a holiday for that selected time period in a given year. The consumers can recover the cost incurred in six to eight years within their 25-30year period by holidaying in that property where they have a timeshare. One can say that timeshare offers a given period of usage of a certain accommodation each year. Normally, these accommodations are located in

enchanting tourism destinations. The price of the timeshare will vary according to the season that the timeshare buyer would choose to holiday in a given property and also with the size of the property. For example, if you intend to purchase the timeshare in a property located in a hill station, then you can get it comparatively cheaply if you purchase a week in that property for the winter season. Similarly, buying timeshare in a property in Goa during monsoons would cost comparatively less than timeshare in that same property during other seasons. The timeshare product is usually purchased in one-week increments and user rights can either be fixed or floating. Succinctly, there are various advantages associated with buying a timeshare in a given property. Firstly,

the investor needs to make a one-time investment while buying his/her timeshare in a given property and rising property tariffs are factored into it. Moreover, timeshare owners can have flexibility and variety in their vacation ownership by trading their vacation period in a given accommodation of a given destination, with a vacation period of identical duration in another accommodation of another destination. One can swap his/her holidays through exchange system, and thus can enjoy holidays in a variety of destinations, without incurring any extra investment on accommodation. For example, as a timeshare owner, you can deposit your ‘week’ which you purchased at a Mussorie’s health resort with a vacation exchange company, and in lieu of that get another week in say Dalhousie. This domestic example can easily be extended to international destinations. If an Indian wants to have a vacation in say Switzerland or in the Netherlands, he can exchange his allotted vacation through international exchange companies like RCI for an exchange fee. RCI is the global leader in vacation exchange. There are other advantages of timeshare too. Timeshare owners can also let their extended families and friends use their timeshare membership. And if you are short of funds to make that initial investment, loans can be availed of to buy timeshare.

Jan-Feb ’12

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HOTEL Business Review

Buying a timeshare is not at all a difficult task, provided you are willing to make an initial hefty investment. Established timeshare companies normally have a wide choice of apartments for which you can buy your timeshare. In fact, it is interesting to observe that through timeshare, many upwardly mobile Indians are looking at a batch of new holiday experiences, and are no longer restricted to spending time at popular but conventional tourist destinations. Secluded destinations rank high on the list of many intrepid and timeshare customers. According to the industry sources, there are over six million families owning timeshares worldwide.

Timeshares Worldwide

Switzerland. Hapimag offered a membership instead of an ownership, through an extensive resort network on a right-to-use basis instead of deeded ownership. Hapimag is still successful today, and has kept independent of the big exchange companies. Like in the case of many other great concepts, US soon followed Europe in timeshare too. In 1969, the concept of timeshares became a reality in the US. Kauai Kailani on Kauai island of Hawaii was the first location in the US to have a timeshare program. Vacation Internationale’s founders Bob Burns and Bob Ringenburg sold weeks in forty year increments on a leasehold basis. Vacation Internationale also introduced the first points program; this program was a breakthrough at the time which besides

Timeshares is not a new concept. The history of timeshares began half a century ago, starting in the 1960s. The 60s decade was an exciting time for the tourism industry; with the world beginning to open up and commercial air travel becoming more and more a necessity. The tourism industry across the globe then was by and large experiencing exponential growth. The concept of timeshare was conceived in the backdrop of that encouraging global travel scenario. Two companies; one from France and the other from Switzerland, introduced this vacation ownership program to the world, which we now know as timeshare. The French company, The Société des Grands Travaux de Marseille began to offer a timeshare program between 1964-1968 at SuperDevoluy— their ski resort based in the French Alps. Paul Doumier was creator of their inspiring slogan, “No need to rent the room; buy the hotel, it’s cheaper!” Customers were drawn in to the powerful concept, powered by the potent slogan, by the thousands and the business was good. A Swiss company is also credited with the birth of timeshare. The company named Hapimag was founded in 1963 in Baar Switzerland by Alexander Nette and his associate Guido Fenngli. Soon after, Nette and Fenngli began buying resort properties in Spain, Italy and

offering vacationers great flexibility and choices, also attracted great publicity for the timeshare industry. Soon the timeshare concept travelled to Florida from Hawaii in the early seventies, and that set the ball rolling… Innisfree Companies of California was the first proprietor of deeded ownership timeshares in the United States. Innisfree’s first development in the timeshare domain was located at Brockway Springs in Lake Tahoe, California. This was the first resort to ever use the word ‘timeshare’ to describe vacation time purchased from a resort. Soon timeshare became a familiar word in the US. Resorts Condominiums International (RCI) was founded in Indianapolis Indiana, in 1974 and the timeshare industry never remained the same. RCI quickly became a driving force for growth within timeshare, and has been

Jan-Feb ’12

at the forefront of the vacation exchange industry ever since. Vacation exchange adds flexibility and variety to vacation ownership by allowing timeshare owners to trade the vacation week that they own for a different vacation week. Today RCI is the world’s largest vacation exchange company. RCI is the worldwide leader in vacation exchange and has approximately 3.8 million members worldwide, who enjoy dream vacations at RCI’s over 4000 affiliated resorts. These timeshare owners are a community of travel enthusiasts with the common bond of a lifetime commitment to quality vacations through timeshare. Presently, RCI offers vacation exchanges in over 100 countries. The RCI Weeks program is RCI’s traditional vacation exchange system. In the 1980s, the timeshare industry received an impetus and assumed gigantic proportions. The timeshare properties began to be catered to the budgetoriented as well as to the extremely wealthy. The wealthy went for more vacations in more exotic locations, whereas the budget travellers opted for more affordable vacations, but everyone seemed to be hooked to vacation exchange, in order to have more number of vacations in varied locations and cheaper holidays. However, soon a plethora of fly-bynight operators invaded this growing sector, in the hope of making quick money. They promised more, charged still more, and provided inferior quality. In India too we have seen the emergence of a galore of such companies in the late eighties and early nineties, whose incentive-based presentations were the height of hard selling. Of course, those presentations loaded with phony promises were tedious for many savvy consumers, and in many cases, the incentives which were dangled to lure people to presentations, also turned out to be extremely meagre. Initially, they made gullible clients too. But soon many of these timeshare owners became a disheartened lot because of the paucity of quality offerings in the industry, and as

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HOTEL Business Review

only upgraded themselves but have also come a long way. Now they seek unique experiences to spend quality time together with their nuclear family, and here timeshares can play a conducive role in making their holiday desires affordable in the long-run.

High Growth Potential to Timeshare

timeshare resale lacked a proper market, it left those who attempted it often confused and frustrated. Initially many timeshare owners were faced with an uphill task to get rid of their timeshares. Eventually, with the decline of the timeshare market, the timeshare industry too earned a bad name. The credit of bringing back credibility to the timeshare industry goes a large extent to Marriott and the establishment of Marriott Ownership Resorts, Inc. in 1984 was a welcome step in that direction. Soon many other hospitality brands like Sheraton, Ramada, Hilton, Disney, Four Seasons, Ritz-Carlton, Radisson and Westin began offering timeshare properties during the 1990s. The brand presence of hospitality leaders in timeshare business cemented the credibility Marriott had already rebuilt in the international market, gave an impetus to the consumer confidence, and soon timeshare sales were soaring again. In the west, credibility to the timeshare business was restored by the early 1990s, though in India it took a decade more.

The Indian Story Though in India, the timeshare industry is still at a nascent stage, it is showing great growth potential. Many upwardly mobile Indians are now opting for timeshare because it helps them escape from the troubles of construction and actual maintenance of a property for their holidays. Besides the hassles, the building of a personal vacation site with brick and mortar is really expensive, and

Jan-Feb ’12

even in this ‘virtual age’ of comparitively higher disposable incomes, few could afford that. However, there is no denying the fact since the two-and-half decades, the timeshare holiday industry in India has had experienced an irregular path of progress, with the share of downs overriding the share of ups. After the initial and sudden growth of the industry in the late 1980s, when the ‘fly-by-night’ operators invaded the timeshare segment, which eventually led to the severe hampering of credibility of the industry down the years, now the Indian timeshare industry is again reflecting good health. The concept of timeshare was introduced to India in the late 1980s, when the ideal vacation for an Indian middle class family was an annual visit to his ancestral homes, where they could have a cosy time with their extended families. Since those good old days, your average middle class vacationers have not

India has all the fundamentals in place to stand tall in the shared ownership space. A plethora of tourist destinations, dotted with attractions like forts and palaces, wildlife, beaches, mountains, etc. together make India’s tourism potential simply world class. However, the country’s tourism infrastructure needs to be improved greatly in order to make its timeshare industry reach international standards. Currently, there are about 250,000 Indian households owning timeshare. The numbers though huge, are quite less for a country like India, characterised with a swelling middle class population, which makes the potential of growth for the timeshare industry in India huge. No wonder, the average annual addition to timeshare owners in India is about 18,000. According to the industry sources, the Indian timeshare industry is presently skewed in favour of the western region, particularly Mumbai, Pune, Ahmedabad, and Surat, though the concept of timeshare is gaining currency in south India too, particularly in Coorg and Munnar. Presently, the Indian timeshare market is a diversified one, which includes vacation homes, destination clubs and condo-hotels, all having their own consumer profiles. The demand for timeshare in India is expected to grow by 16 percent per

Cover Story

HOTEL Business Review

annum during 2006-2015. In fact, since the mid 1990s, the Indian timeshare industry has experienced a compounded annual growth rate of 20 percent. According to Radhika Shastry, the Managing Director of RCI India, “The timeshare industry in India is passing through a vibrant phase. The original fixed-week product has morphed over time, adapting to market demand and consumer needs. In the present times, floating weeks and points-based products are important segments in the timeshare mix.” Moreover, in India too the concept of vacations has undergone a shift, particularly among the upper echelons of the society and the upwardly mobile class which are the main buyers of timeshare in India. To them vacations are not only about exploring new destinations, but also experiencing new cultures and cuisines and learning new skills. Here timeshare resorts in exotic locales can have an edge over conventional hotels. “The concept of timeshare is interesting to those who are earnest on committing to the lifestyle needs of a lifetime of family holidays,” affirmed Radhika. She viewed that the factors fostering the growth of timeshare industry in India are “rising consumer affluence and great demand for experiential holidays, combined with greater accessibility to tourism due to the development in tourism infrastructure and the introduction of low-cost carriers.” She asserted that, “Timeshare happens to be the fastest growing component of the Indian tourism industry; showing a growth of 16 percent per annum.” The growth of the timeshare story in India can be reflected by the fact that according to All India Resort Development Association (AIRDA), by July 2010, 45 vacation ownership companies were operating in India, promoting 80 resorts and 5000 units. Radhika informed that the disposable incomes in India were growing at over 10 percent per annum, and “much of that is being spent on travel and exploring new destinations.” All this should sound music to the ears of the Indian timeshare industry. “Over the last few years we have witnessed an earnestness among people as with the growth in their disposable incomes they are seeing value in investing in alternative assets like timeshare properties. With changing economic conditions the focus will shift from profitability to sustainability. Various products will emerge, which will be hybrid models of pure real estate products and transient accommodation models. This will enable end users to not just physically use their investments but also enjoy some appreciation in values over a period of years,” asserted Akshay Kulkarni, the Executive Director - South Asia, Cushman & Wakefield Hospitality. So if you are looking for a holiday in a wide variety of domestic destinations and as well as exotic locales around the globe without making a deep, deep hole in your bank balance, timeshare is the affordable route to pursue such a dream. There is no denying the fact that India, with its burgeoning socioeconomic class and increasing disposable incomes, provides a ready market for timeshare products. Timeshare business in India can experience rapid expansion through consolidation, acquisitions and investments. However, it should not be forgotten that India is a discerning yet price conscious market. For any product to succeed in India it is paramount that it is priced rightly. Therefore, the timeshare companies in India I should keep this in mind while marketing their products.

Jan-Feb ’12

HOTEL Business Review

B us i n e s s

High Hopes on Indian Hospitality As we enter deeper into the now no longer new year, the question on everyoneâ&#x20AC;&#x2122;s lips is what will the year hold for the hospitality industry. The unabated global recession has kept the industry on tenterhooks. However, if one goes by past performances of the recent months, it becomes evident that the industry is slowly progressing on the recovery path. According to HVS Consulting & Valuation Services, nationwide room occupancy in 201011 was 68 percent which was close to the peak of 71 percent of 2006-07. The hotel room occupancy levels for this fiscal are expected to be higher than 2010-11. The room occupancy rates are also on the rise despite room additions. No wonder the international and domestic hospitality brands are on an expansion mode in India. Ashok Malkani finds that the industry has reasons to welcome the year with hope and exuberance. 38

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B us i n e s s

HOTEL Business Review

resently, the global hospitality industry is keeping its fingers crossed about their future. Though the global hospitality industry is still under a cloud, the Indian hospitality industry, in spite of nagging apprehensions that the global economic downturn is likely to continue, which in turn will affect tourism and the hotelsâ&#x20AC;&#x2122; occupancy, seems to simultaneously harbour a buoyant mood. India is still the second largest growing economy in the world and the economic growth of the country is pegged at 7.2 percent, which is expected to pave the way for healthy business activity through 2012 and beyond. Tourism in India has witnessed encouraging growth in the recent years and India has great potential to emerge as a major tourist destination for the global travellers. In fact, travel and tourism industry happens to be the second highest foreign exchange earner for India. It seems that the Indian hospitality industry is moving on the path of recovery. And it is also evident that this recovery is largely due to the revival in domestic travel of

both leisure and business varieties since the second half of 2009-10 fiscal. Foreign tourist arrivals in India has also picked up since December 2009.

On the Recovery Path There is high expectancy of not only of a significant increase in domestic tourists,

but also of foreign tourist arrivals (FTAs) in India, both in 2012 and the years ahead. During October 2011 there were 5.63 lakh FTAs, which is a significant growth of 11 percent over the same period in 2010. In the recent times, Indian tourism has experienced an occupancy -led recovery which started

Jan-Feb â&#x20AC;&#x2122;12

B us i n e s s

HOTEL Business Review

with the return of domestic travellers in late 2010. Soon it has received a further impetus with foreign tourist arrivals (FTAs) picking up in the following months. The foreign tourist arrivals to India did touch 5 million in 2011, which is a noteworthy figure by any standards. FTAs in India have shown a robust growth during the first six months of CY2011, growing by a healthy 10.9 per cent. All these augur well for the Indian hospitality industry as it goes without saying that the travel & tourism industry’s contribution to the Indian hospitality industry is immense. “We feel that 2012 will be a strong year for the Indian hotel industry, due to strong Indian business travel demand. India is still a very strong investment proposition to the world and the foreign tourist arrivals will continue to see an upward trend,” opined Chandrashekhar Joshi, Director, Sales and Marketing, Courtyard by Marriott Mumbai. According to ICRA, while the return of foreign tourists clears the deck for the much-needed ARR premiums, the importance and stability the domestic traveller imparts to the Indian hotels industry remains intact. ICRA has viewed that despite the worrying signals from the global economy, it is expected that the demand in several Indian markets would post healthy growth during 2011-12, supported both by domestic and foreign travellers. “We are expecting a more promising increase in domestic travel as compared to international travel. This trend is expected to continue for the next five years which means that the demand will continue to outpace the supply. Furthermore, the 2011 trends show that the Indian corporate sector is growing. We are positive this will continue in 2012 which will lead to higher room occupancy, stability and an increase in the rates,” elaborated Saeid Heidari, the General Manager, Renaissance Mumbai Convention Centre Hotel. However, according to ICRA’s analysis of demand, supply and industry profits and considering the fact that the previous recovery cycles lasted for six to eight years, ICRA believes that the current recovery in the Indian hotels industry is still at a nascent stage and is yet to make the transition from an occupancy-led up-cycle to a more convincing ARR-led recovery.

Jan-Feb ’12

Bhushan, the Chief Development and Investment Officer (Asia Pacific), Accor Hotels.

The Growth Regions

Kamlesh Barot Overall, ICRA expected the Indian hotels industry to post a modest recovery in performance during July 2011-March 2012, facilitated by high single-digit ARR growth. The room occupancy rate, according to HVS Consulting & Valuation Services, has grown at an average of 1.7 per cent across all Indian cities. In India, the revenue per available room (RevPAR), which throws considerable light on a hotel’s profitability, enhanced by 10.7 percent during 2010-11. On a nationwide scale, the RevPAR plummeted by 11.6 per cent during 2009-10 and by 14 percent during 2008-09. In the backdrop of expected growth in tourist arrivals, many international and domestic hotel companies are going for their planned expansion programme in India. About 15 companies, which include some new firms, envisage to have about 600 new properties across 50 brands. Their proposed properties cover varied hospitality options ranging from budget brands to highly luxurious hotels and resorts. What is more heartening that about 50-60 percent of these proposed properties are under various stages of planning and development. All of these proposed properties, which would be spread across from metros to tourist locales, are expected to become realities in the Indian hospitality space by 2020. “There is hardly any paucity of investors looking to invest in the Indian hospitality sector. Many investors are very earnest to make forays into the Indian hospitality segment,” asserted Gaurav

During the next few years, the Asia-Pacific region is expected to have a significant addition to room supply. The NCR has a huge pipeline of over 9900 rooms (across categories), and Mumbai has an active pipeline of around 3800 rooms. Presently, these two cities are two of the most happening and most busy hotel construction markets in the entire Asian sub-continent. Going by the plans announced and the site visits made, ICRA expects the NCR to add another 5000 premium/luxury rooms or so by 2015. The figure takes into account the 13 hotels being constructed within the hospitality district of Delhi International Airport’s ‘Aerocity’; these are expected to be commissioned during 2012-13. By March 2011, Mumbai had 90009500 premium hotel rooms, out of which approximately 1000 rooms were commissioned during 2010-11 fiscal. A chunk of this supply is in North Mumbai. ICRA expects Mumbai to add over 3500 new premium hotel rooms by 2015, with the additions being made by Accor, Radisson, Marriott, Shangri-La and Hyatt, among others. ICRA expects NCR and Mumbai, both being gateway regions and the country’s national and financial capital respectively, to witness strong demand for hotel rooms in the coming years. However, with room supply also being strong, especially in the NCR (where supply is expected to grow by 50 percent), ICRA expects this market to experience a weak recovery, with tariff growth likely to be anaemic during 2012. According to the industry sources there are some other tier-I pockets where a supply overhang may be expected namely in Chennai, Hyderabad, Bangalore and Pune.

Scope in Tier-II & Tier-III Cities From increased reliance on local industry for business and wooing Indian middle class with higher disposable incomes, the Indian hospitality industry will have to adopt a multi-pronged strategy to ensure success. “Tier-II and tier-III cities will offer good scope for hotels to build profitable properties for specific markets,” voiced Akshay Kulkarni, the Executive Director

B us i n e s s

HOTEL Business Review

— South Asia, Cushman & Wakefield Hospitality. Many hoteliers in India are tapping on the huge opportunity for the hospitality sector in the tier-II and tier-III cities of the country, as the cost of development of hospitality properties in major Indian cities are becoming exorbitant. The land cost in the development and building of a hotel is huge, and the hotel business also involves a high gestation period. In the background of these factors, we can say that the tier-I cities have become extremely expensive in terms of construction of new hospitality properties. Reputed hospitality brands like ITC, Starwood, Kamat Hotels and Indian Hotels Company (IHCL) are planning to expand their presence in tier-II and III cities of India, in the near future. This year, most tier-I and tier-II cities across India are expected to do well in terms of hotel rooms’ occupancy. Pune, Raipur, Navi Mumbai, Gurgaon, Noida are some of the cities where the renowned hospitality brands are eyeing on.

Grand has also envisaged to enter the hospitality district in the vicinity of the International Airport in New Delhi. Hong Kong-headquartered Mandarin Oriental is in advanced stages of talks with developers for its Indian foray. Overall, the market for luxury hospitality seems to be maturing in India. St. Regis is not the only hospitality brand in the super luxury range that is expected to have an Indian presence in the near future. According to a study by HVS, around 15.5 per cent of the proposed 1,02,438 branded hotel rooms that are being planned in India by 2015-16 will be accounted by the luxury/super luxury chains, and another 29.5 per cent will covered under the upscale band. According to Kaushik Vardharajan of HVS India, “The international hotel chains simply cannot ignore the Indian market.

Waiting for the Luxury Besides the expansion to tier-II cities, the invasion of international luxury hotel chains in the hospitality space is the other important ongoing news of the Indian hospitality industry. Many experts view that India is geared to emerge among the top luxury destinations in the world within the next five to ten years. This has encouraged many foreign high-end hospitality brands to make foray into this market. Starwood, Lebua, Jumeirah, Mandarin Oriental, and MGM are some of the top-end hotel brands which are envisaging to explore the Indian hospitality industry in the next couple of years. In the next three years, around 20 luxury hotel brands are expected to be under development in the country. For example, the US-based hotel company, Starwood will bring its ultra luxe brand St. Regis to India, in 2015. To Noida, more precisely, where the slated St.Regis property with 200 rooms will come up in 2015. There are only 27 St. Regis properties around the globe, which speaks volumes of the exclusivity of the brand. Presently, Starwood plans to have two more hotels in India; in Mumbai and Goa. In the recent past, Lebua has announced the group’s first hotel in India. The Las Vegas-based hotel-casino MGM

Jan-Feb ’12

Rattan Keswani

They have got a head start in China and now India is the place to be in and explore.” Worldhotels which has been engaged in providing sales, marketing and technology services to hotels, is aiming to develop ten hotels under the ‘Worldhotel’ brand in India by 2014, as a part of its newly launched brand license programme across the globe. “Globally, we are aiming to develop and support 50 hotels under the Worldhotel brand by the end of 2014 and out of that about 10 will be in India,” informed the Vice-President of Worldhotels Asia Pacific, Roland Jegge.

Growth Needs Caution However, the scenario is not all that rosy. Given that the fiscal outlook remains difficult and western economies unlikely to receive a stimulus, some of the industry

stalwarts are not willing to make any optimistic predictions. “India has been able to continue its development curve partly due to the increasing purchasing power of the domestic consumers and the improvement in the domestic infrastructure. We would like the government to come out of its paralytic stage and do something constructive to promote tourism,” averred Rattan Keswani, the President, Trident Hotels. In 2012, it is expected that hospitality properties in India will be more stringently tested against one another, particularly on guest experience, location and value for money. “We believe that we will see an increase in the rate of fiscal tightening at the federal level for the next couple of years which will have an impact on policies of MNCs, thereby having a direct impact on hospitality industry’s growth,” informed Rouble Goswami, the Revenue Manager of Courtyard by Marriott, Gurgaon. “I think 2012 isn’t going to be a walk in the park. With several European economies as well as the US not doing particularly well, foreign traffic—both leisure and business— will be affected. However if we continue with our marketing efforts and control our expenses we will overcome this transitory phase successfully. The government, on its part, should help by declaring 2012 as the Year of Tourism and having an international calendar of events to attract tourists,” viewed Kamlesh Barot, the President, FHRAI. “The year 2012 is expected to be challenging for the industry. While occupancy rates will remain stable, and possibly go higher than 2011, most hotels are likely to see rates compress as they prepare to combat the competition posed by new supply entering the market in the last two quarters,” explained Kulkarni. However, despite the challenges, overall the outlook for the Indian hospitality industry in 2012 and also in the years ahead, remains positive, given the country’s burgeoning middle class and its emergence as an economic powerhouse, the increase in disposable incomes, the continuing investments in infrastructure, and the large existing gap between the demand for and the supply of hotel rooms. As long as India is able to maintain a healthy rate of economic growth, the excess demand would continually absorb ■ new supplies of hotel rooms.

Property

HOTEL Business Review

Luxury by Design By Kanishk Gupta

porch, the water body supplied by Ripples has been made of grey granite with fountains. The Hilton New Delhi-Noida-Mayur Vihar has a contemporary interior design with integrated Indian design elements such as jaalies (fretwork). The complete interiors, except for the wooden and marble flooring, have been done by Raus Infrastructure. The lobby is inviting with well planned and well placed lobby lounge. The flooring consists of Satwario granite, which is one of the most expensive, costing Rs.1200-3000 per sq. ft.

Whispering Understated Luxury

he Hilton Double Tree complex (comprising DoubleTree by Hilton Hotel New Delhi-Noida-Mayur Vihar and Hilton New Delhi-NoidaMayur Vihar) can be regarded as the third-most dominant and imposing manmade structure in East Delhi, after the Akshardham Temple and the iconic District Centre in Laxmi Nagar. The twin tower complex has added a new dimension to the skyline of East Delhi and provides for a magnificent view as you enter Noida through the DND toll road. The style of the towers reflects contemporary and cost-effective architecture. Dholpur sandstone with off white colour and dry cladding work has been used in the façade. Three layers of DGU glass (double glazed unit) have been used for the fixed windows, which make the rooms noise-proof and protect the interiors from temperature variations. Satwario flooring with cladding of Sarpagenta have been used in the porch. Outside the

Jan-Feb ’12

This endows a rich look to the lobby with white-grey colour and dark grey grains. In the centre, there is a large rectangle made of brown marquino Italian marble. The walls are made of Sarpagenta which is an Italian marble and the roof has an elaborately styled POP with LED lighting. The aluminium partition has three large sized motifs with hard PVC laminated sheets. Two large flowing glass chandeliers with fibre optic cable lights have been

supplied by Eco Lighting. Wood veneer Santa Rosa has been used extensively in the lobby. Besides this, the reception counter is made of brown onyx stone and indeed gives a royal look. The Hilton New Delhi-Noida-Mayur Vihar is a full-service, upscale property offering 168 tastefully decorated rooms, which includes four elegant suites that are among the largest in the city. Ranging from 37-111m, the rooms of Hilton-New Delhi-Noida-Mayur Vihar offers some of the city’s newest and largest guest rooms. The rooms are noteworthy for their classy contemporary décor, vibrant tones, rich wood paneling, and a king-size bed with cosy duvets. It offers its guests a stateof-the-art workstation, wireless high-speed Internet access and an exquisite marble bath with separate tub and shower. The guest rooms start at a spacious 400 square feet, offering among the largest hospitality accommodations in the city, and provide for a range of comprehensive amenities and services that discerning travellers expect. All the curtains and gliders in the rooms and bathrooms are remote controlled.

Property

HOTEL Business Review

The entire concept revolves around live action, interactive kitchen, fresh ingredients and tapas style buffet. An open bar compliments the restaurant with a high display of chosen wines. The total seating capacity at Infinity is 104 including the terrace and bar chairs. There is lounge seating with sofas to enjoy your drinks, which can be followed by your meal at the restaurant or terrace. The restaurant has a distinctively contemporary feel — it is chic and hip, cosy as well as bright and open, giving you both the sense of freedom and comfort. The combination of cheerful colours, dark tones, glass walls, and natural wood and art pieces allows versatility for a flawless transition from a casual feel at lunch to a more sophisticated dining ambience at dinners. The vestibule area Each room has a media hub with I-home and specialised Cisco phones. Dark brown wood paneling with polish are the highlights of the walls, which have vinyl wall paper finish with fretwork partitions. The TV panel is covered by leatherite under which is a mini bar cabinet with glossy finish. The bathrooms are fourfixture and the CP (commercial plumbing) fittings have been supplied by Gassey. Enjoy a bath at the marble bathrooms of the hotel, spruced with rain shower facilities. The flooring is brown marquino and the bath tubs have a metal body with ceramic finish. The carpets are from Taiping except for the 11th and 12th floors (Executive Floors), which have wooden parquet flooring. The furniture is from Apartment 9 while the bedding is from Canacin and Pacific Coast.

Location Means Business The hotel is located 20 minutes drive from the commercial hub in Noida, a prime destination for information and software technology and IT-enabled services. The hotel is also 10 minutes from the event and exhibition hub of New Delhi, Pragati Maidan and less than 500m from the Metro station. This location was chosen as Mayur Vihar and the area around it have a lot of potential for the hospitality industry that is yet untapped and has not been explored by other hotel chains. The location was selected keeping in mind the buzzing rush of business and leisure travellers and therefore, in order to beautify the

surrounding area, the hotel is working very closely with the local authorities, by helping them in their development plans. The main target clientele for both the properties are business travellers from India and international destinations such as North America and the European markets. The ratio of business to leisure travellers is expected to be 75:25. The 168-room hotel is equipped with up-to-date technology and an array of upscale amenities and guest services, which wouldn’t fail to interest a high-end business traveller. The newly-built hotel features extensive business and recreational facilities that encompass a 24-hour business centre, a style lobby lounge and bar, an all-day-dining restaurant, an outdoor pool, a fitness centre, and a spa. There is wi-fi Internet access throughout the hotel. There is also an Executive Lounge and on-site car parking facility for the convenience of the guests.

Discerning Flavours Dining options at the hotel at present includes one restaurant and a lobby lounge and bar. The all-day-dining restaurant named Infinity offers an extensive buffet and à la carte menu of international and local delicacies. The concept of Infinity is contemporary Italian all day dining, along with an open bar.

features marble and wooden flooring; varying dark and light wood lounge chairs with timber legs and a wooden lounge table with marble inset. S.P.I.C.E.D., scheduled to be open on December 2012, is another forthcoming dining option at the hotel. The Indian speciality restaurant in the offing will serve the best of North Indian cuisines; inspired by the colours, textures, shapes, aromas and flavours of Indian spices. The relaxed and welcoming ambience of the Lobby Lounge & Bar presents an ideal location for a meeting over a cup of tea or coffee and quick snacks throughout the day, and cocktails at leisure in the evening. Pool and restaurant provide city views and romantic outdoor dining opportunity. The property has easy access and adequate parking facility for hotel and function guests. The concept of the property has been designed by its owners, ■ Eros Resorts and Hotels Ltd.

Jan-Feb ’12

Environment

HOTEL Business Review

Green Initiatives at Grand Hyatt Dubai By Sharmila Chand

rand Hyatt Dubai, which houses perhaps the largest and the most advanced hotel conferencing facility in the region, believes in sustainable business models. The hotel bagged the second place among the most environmentally friendly five-stars hotels in Dubai in the Dubai’s Department of Tourism and Commerce Marketing (DTCM)’s first Dubai Green Tourism Award. This award recognise the efforts made by Dubai hotels and hotel apartments based on several criteria, including the participating properties’ efforts to reduce or reuse waste water, general waste prevention, implementation of environmental systems to realise resource efficiency, reduction of paper use, prevention of unnecessary packaging, and avoiding products with hazardous properties. The property was also adjudged among the eight top hotels in the Middle-East in the Readers’ Choice Awards by Conde Nast Traveller, in 2010, which only gives a glimpse of the several awards and accolades that the hotel has won over the years. In an informal chat with John Beveridge, General Manager and Area Director, Grand Hyatt Dubai, we get to know more about the eco-friendly efforts made by his team. A UK national from Scotland, Beveridge joined the Hyatt family in 1982 at Hyatt Regency Dubai before being transferred to Hyatt Regency Riyadh as Executive Sous Chef. In April 1984, he was transferred to Hyatt Borneo Management Services (Brunei) as the Executive Chef, and was being subsequently promoted to the position of Operations Manager. Beveridge was then appointed the Executive Assistant Manager Food and Beverage at Grand Hyatt Singapore in July 1989, as well as the Regional Director, Food & Beverage, South-East Asia. In February 1992, Beveridge joined the team at Hyatt Regency Pusan in South Korea as General Manager, and went on to take the same position at Hyatt Borneo Management Services, in 1994. Following an assignment as Hotel Manager of Grand Hyatt

Jan-Feb ’12

Singapore in March 2000, Beveridge was appointed as the General Manager of Hyatt Regency Dubai, in November 2008. After oneand-a-half years in that role, he has now assumed the same position at Grand Hyatt Dubai, as well as taking on the title and responsibility of Area Director for Dubai. During his assignment in Brunei, his services were recognised by His Majesty the Sultan of Brunei, who bestowed on him the title of Darjah Paduka Seri Laila Jasa. The excerpts of the interview with this corporate honcho follow: Please tell us about your environment conservation efforts

At Hyatt, we believe that caring for our environment and our communities is a responsibility that we all share. With Hyatt Thrive, the company’s global corporate responsibility platform, we as a company and individuals can contribute to enable thriving communities — places where we are proud to work, our neighbours want to live, and our guests want to visit. Hyatt Thrive builds on Hyatt’s rich history of community engagement and environmental stewardship by empowering over 85,000 Hyatt associates at more than 450 properties around the world to do one thing: Thrive. What are the initiatives your hotel in particular has taken in this direction?

As part of our commitment and responsibility towards making a difference to the environment, Grand Hyatt Dubai has implemented several initiatives. They include installation of 700 thermal solar panels on the rooftop of the Grand Cineplex, which allows us to produce heating energy for the hotel’s hot water system. Each thermal solar panel produces an average of 400 W/sq.m, thereby saving up to 50 percent of diesel consumption each year. Our reverse osmosis plant allows us to use effluent water from

Environment Dubai Municipality Drainage Department (DEWA) for our cooling towers, instead of using drinking water. By having this system, we are able to save over 100,000 imperial gallons of drinking water per day from evaporating through the cooling towers. By replacing halogen lamps with LED technology, the hotel is able to save 7 watt per bulb as well as reduce the air-conditioning load. Grand Hyatt Dubai has installed 1500 LED lights in the hotel’s corridors and continues the replacement in other hotel’s areas. We plan to install over 6000 LED spots in the hotel. Our non-chemical chlorination system uses regular salt to produce free chlorine in pool water. Initially salt is added to the water to a level equivalent to that of a human tear. The unit, through electrolysis, produces free chlorine directly in the water. The cells are switched on and off by an ORP controller. Moreover, the system is remote controlled and automatically logged. All these result in no chlorine purchases, and no handling of chemicals.

HOTEL Business Review

Green Tourism (WGT) conference, held in Abu Dhabi during 5th-7th December 2011; the only event in the region dedicated to the promotion of sustainable tourism. You have been in the industry for so long, what professional aspirations still remain to be fulfilled?

Well, I wish to continue doing good work and build up strong teams and be an exemplary leader for my teams. There are few things in life more satisfying than seeing a good team working in perfect harmony. It gives me immense pleasure to run a great property, with a happy team operating in a cohesive manner. How passionate you are about the environment?

We have a huge responsibility towards our natural resources. So I always wish to encourage guests, associates, and friends to be more conscious of conserving the environment. What would you say is your greatest strength?

Did your hotel make any initiatives towards wildlife conservation?

Yes, we have. Grand Hyatt Dubai is a proud sponsor of WWF Dubai and Emirates Wildlife Society, and is helping to conserve biodiversity and tackle the ecological footprint within the United Arab Emirates by promoting sustainable living through education and conservation initiatives. We were also the proud partner of Dubai’s Department of Tourism and Commerce Marketing (DTCM) in the 2nd World

I think it is my ability to connect well with my associates. Also I have taken a lot of initiatives because of my ability to plan well in a structured flow and implement it in a logistic manner. This is also one of my professional strengths. Above all, my approach of ‘Let’s just get on with it’ has always resulted in reaping rich dividends. How do you define yourself in one word?

I think persistent is the right word to describe me.

Jan-Feb ’12

Te c h n o l o g y

HOTEL Business Review

Fibre to Room to Save Costs By Kanishk Gupta environment in hotels is a cumbersome exercise to say the least, especially if the property uses conventional copper cables. A hotel room on an average would be needing six cables to ensure that its guests get the services of Internet, telephone, cable TV and wi-fi on a continual basis, which together can be clubbed as basic services in any standard hospitality property. As a result, from each floor there is a maze of wires which needs to go to the low voltage shaft.

The Challenges and Opportunities

ike always, Indian hotels are striving hard to create the wow factor, win and retain guests’ loyalty, make employees more productive, reduce the iteration rate, secure and enhance their asset base all at the same time. Yes all these factors were the characteristics of the Indian hospitality industry, or in fact any hospitality industry, even six decades earlier, but what is significant that over the last decade, the guests’ expectations from hotels have increased manifolds. This is not only an international trend but is also very much a part of the fast evolving scenario of the Indian hospitality industry. Thus the scope of the hospitality industry in India has also greatly broadened. Nowadays, a guest of a standard hotel in India is not content with the three basic Bs that is bed, bath and breakfast; he/she also often expects that the hotel in which he/she is staying provides the right infrastructure to conduct his business operations or professional commitments. At least he/she expects to stay connected with his/her business or work, or at least with his/her world, even while staying in a hotel. In this regard, the availability of

Jan-Feb ’12

broadband Internet connectivity is crucial to a hotel’s reputation these days, which we can term as the fourth B.

The Hotels Need IT Many of the discerning hotel guests these days are extremely bandwidth hungry. They are looking for a unified communication system with voice, video and data all in a single gadget so that they can fulfil their business, personal and social networking needs from the same platform, without any hassle. With 3G video call and video conferencing solutions emerging as necessities for the savvy, new-age business travellers, the role of broadband Internet connectivity is gaining importance by the day in the fast evolving Indian hospitality industry. Today’s hotels need strong, robust IT and telecom infrastructure, without any bandwidth restrictions. Moreover, they should be easy to manage and are scalable for future needs. These services can be provided only when the hotel provides high burst Internet bandwidth to provide the guest wired and wi-fi requirements. But to provide a techno-savvy

Now there are many hospitality properties in India which have 40-60 rooms on an average in each floor, with 8-12 floors in each property! The labyrinth of wires and the complicated technical setup have the projects and IT team of the hotels left often wondering whether there is a better and more efficient way to provide converged network for voice, data, and video surveillance in room automation. Besides, the costs for providing passive/active copper cabling infrastructure per room is a whopping Rs.100K. Add to this the replacement cost; these copper cables need to be replaced almost every 8-10 years, on an average. The constant pressure to bring down overheads and simplify cabling infrastructure in hotels is one of the pressing and perpetual challenges of the projects and the IT team in Indian hotels. The new-age fibre technology, whose bandwidth carrying capacity is unlimited, which is more or less permanent (it has a 40 years life cycle) and doesn’t have to be replaced, and in which you only have to change the active devices periodically, is a better solution than conventional copper cables. In this regard, fibre technology solutions provided by Yash SiQure Technologies can give a fillip to the hotels’ bottomlines, by way of saving of labour and capital costs. What Yash SiQure essentially provides is converged hospitality services like fibre to the room with triple play solutions (voice, video and data), hotel IP phone, IPTV and interactive applications, IP-based online

Te c h n o l o g y surveillance, and in-room automation services. In this technology, only one optical fibre cable will reach every room instead of the maze of conventional copper cables to deliver futuristic bandwidth consuming services such as IPTV, video on demand, IP surveillance, and many more such services at Rs. 65-70K per room. This entails a huge savings in capital expenditure to the tune of nearly 35 percent.

HOTEL Business Review

The Big Picture

The New-Age Fibre Technology This innovative technology by Yash SiQure Technologies has enabled three hotels in India to provide their guests with two IP telephony in the guest rooms and one in the bathroom, one data fast Ethernet in the guest room, wi-fi in the entire guest room, one or more CATV (analog or digital) in the guestroom, one IPTV in the guest room, IP surveillance in the public areas and many more value added services. This is how the technology works. The RG11 cable connects the C band dish antenna to the IPTV Headend, Internet router and IPPBX, which is in turn connected to the L3 Gigabit Ethernet core switch via UTP cable. This in turn is transferred to the optical fibre Gigabit core switch and then this optical fibre Gigabit core switch in turn is connected to the optical fibre Gigabit distribution switch at each floor, through fibre optic cables. From these Gigabit backbone distribution switches, 100 Mbps links on optical fibre terminates to each guest room and are

connected to devices called Home Gateway / Optical Network Unit, thereby creating a complete Fiber To The Room (FTTR) infrastructure. Fibre To The Room (FTTR) technology has many advantages. It is scalable in the sense that infrastructure is capable of delivering present and future requirements without rebuilding and renovation. As it has one conduit and one cable, it saves on space and can be termed as green technology. It provides super high speed

Conventional Copper Cables vs Fibre to the Room Technology

transmission, minimises use of copper and does not emit heat. Moreover, unlimited bandwidth broadband is provided which is easy to upgrade. Unlike copper cables which radiate signals, fibre is impossible to wiretap and hence provides high security. Unlike copper cables, fibre cable has truly antielectromagnetic interference and offers high reliability. Further, fibre cable has a long life cycle in which data transmission quality stays the same in its more than 40 years life cycle in comparison to copper cables, which has an average life span of 10-15 years and often provides you with poor transmission quality. And perhaps the most important aspect is that this technology entails a 35 percent cost saving. Hotel IPTV, the second service that is provided by Yash SiQure Technologies, provides a fascinating world of in-room entertainment. It has an in-room entertainment digital system which provides high speed Internet, video advertising, digital video on demand, and digital channel broadcast. It serves as a promotional tool for the hotel, for the facilities and services offered in the hospitality property and also for various properties of a given hotel chain. And more so, Hotel IPTV offers unmatched opportunities to grow net profits and increase guest loyalty by transforming the guest room TV set into a profitable asset.

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Industry

HOTEL Business Review

Giving Shape to Hospitality By Swarnendu Biswas

owadays with evolving consumer preferences and the maturation of the hospitality industry, the hotels in India are becoming sleeker. The increased competition in the Indian hospitality industry is also inducing or rather compelling the hotels to give greater premium on guest satisfaction, which is

not only reflected in better and more customised services but also in better utilities and cosmetic appeal. Moreover, the plethora of global travellers who are increasingly coming to the twenty-first century India for business and leisure are judging the Indian hotels and resorts by international yardsticks of hospitality,

thereby again compelling many established hotel chains in India to increasingly opt for international quality products to embellish their utility and lifestyle quotients. We are witnessing that many five-star and four-star properties in metros and tier-II and even tier-III cities do embody a culture of regal and understated elegance that pervades right from the design of their lobby areas to the array of exclusive products in their washrooms. From mattresses to bedding solutions, from carpets to cutlery, and from bathroom accessories to flooring solutions, hotels are endeavouring that every aspect of their look, feel and need factors are top-ofthe-line so as to keep their existent clientele in the times of intense competition, and also to garner the till now non-existent but potential clientele.

The Right Address for Discerning Hoteliers Today, the idea behind the winning dĂŠcor

Jan-Feb â&#x20AC;&#x2122;12

Industry and facilities of a hospitality property in India is to merge innovation and aesthetic excellence to create international quality experience for their discerning guests. And this idea is not only facilitated but also given fruition by Delhi-based FCML, whose flagship store in Sultanpur, New Delhi does have the potential to give shape to the idea of a top-of-the-line hotel in the minds of hoteliers. FCML is a stellar lifestyle institutional and retail sales brand that brings to you a wide gamut of high-end products and accessories, which are being used for the hospitality industry and as well as homes. Catering to a clear desire to achieve the benchmarked platform in hospitality, FCML facilitates access to international luxury brands under one roof, cutting short the tedious and time-consuming task of searching for individual pieces. The exhaustive product range of FCML’s hospitality division brings to you the right mix of cutting-edge innovation and aesthetic excellence. On visiting the flagship showroom of FCML at Sultanpur, I couldn’t help getting floored. Possibly every material thing an hotelier needs to embellish his hotel/s can be found here. Here it deserves a mention that FCML’s flagship store at Sultanpur has bagged the ‘Best Showroom Award 2011’ at Cersaie, held in Bologna, Italy, which is one of the renowned ceramic tiles and bathroom furnishings fair in the world. If as a hotelier you want to give an internationally classy look to the rooms and bathrooms of your hotels, or to match the quality of your food & beverage offerings with the finish and durability of your crockery and cutlery, FCML can one of the few right addresses in India where

HOTEL Business Review

Nirmal Khandelwal

you can meet your dream of creating and embellishing your dream hotel into reality.

The Background Story FCML began its journey in early 1840s as a steel trading company. With more than a century of expertise under its belt, FCML in 1970 entered the supplier segment market for the hotel industry, which in India was still at its nascent stage. FCML Hotel Supply provides the hotel industry with elite products, ranging from furnishings, fittings, table top accessories to hygiene supplies. Besides having innovative and utilitarian designs, they are also ecofriendly. Some of the FCML’s exhaustive list of clientele in the hospitality industry includes big names like the Taj Group, Marriott, The Oberoi Group, the InterContinental Hotels Group, Hyatt,

Starwood Hotels & Resorts, Radisson Hotels, etc. After establishing a firm foundation in the hospitality sector, in 1999 FCML pioneered the imported sanitary ware market in India; forging a tie-up with Jacob Delafon, giving birth to another vertical of the company titled FCML Luxurious Bathrooms. FCML opened its first company owned retail store for bathrooms in New Delhi, in 2001. Thereafter in 2005, realising the potential of an emerging home décor & accessories market in India, FCML created a home identity under its flagship brand by the name of FCML Home. In the recent past, FCML has added another feather to its bouquet of services. The recently introduced tiles division, ‘FCML Surfaces’ consists of tiles from Italian manufacturer Florim. These are eco-friendly, recycled tiles with a variety of striking and stylish combination of designs for wall and floor spaces. Today FCML has hospitality accessories, luxurious bathroom design products, an assortment of trendiest home decor products, and the most stylish tiles under its ambit. Besides the flagship showroom in Sultanpur, spread across three floors and a basement, the company has two more elegant stores in Delhi; at Greater KailashII and Khan Market respectively, and also stores in Gurgaon, Mumbai, Chennai, Hyderabad, Bangalore, Ahmedabad, and Kolkata. The corporate office of FCML is based at Okhla, New Delhi. No wonder, FCML has a galaxy of international brands under its marketing ambit, which include products from Europe, and the US. Some of the multitude of globally renowned brands whose product/s are being marketed by FCML are Roca, Catalano, PomD’Or,

Jan-Feb ’12

Industry

HOTEL Business Review

the hotels can keep their quality high and operating costs in control by using products marketed by FCML.

Industry Friendly Advantages Moreover, in case of imported products, the Okhla-based company, which according to Khandelwal is always “In the service of the service industry,” does make it a point to keep a stock with itself, in Panasonic, Miliken, Cambro, Gessi, Laufen, Demista, Alape, and Rausch among others. Since 1994, FCML is supplying imported products to the Indian hospitality industry. “We serve as a one-stop solution for innovative and superior quality equipments for the hospitality industry. With three decades of providing quality hospitality solutions behind us, we have managed to set impeccable benchmarks in our industry. We are here to facilitate the Indian hospitality industry to create international quality hotels in terms of ambience, décor and product ranges on offer,” affirmed Nirmal Khandelwal, the Director, FCML Projects.

Quality and Affordability I asked Khandelwal about the cost factor, because nowadays, despite the huge potential of growth in the Indian hospitality industry, the industry is on a cost-cutting spree; probably induced by the real as well as perceived apprehensions of recessionary threats. “Yes, initially the high-end products that we market may cost more than other run-of-the-mill products for the hospitality industry, but if you consider the enviable durability and low maintenance requirement of our impeccable product range as compared to the products of other players, you would easily discern that our products turn out to be more affordable in the long-run,” elaborated the savvy entrepreneur. He rightly opined that the hotels can reduce their operating costs if they make the right procurement at the project stage itself, while keeping in mind the durability and maintenance factors of their products. Khandelwal informed that the yearly replacement rate for the product range under their marketing purview is very minimal, which makes their product offerings endowed with the rare factor of quality with latent long-term

Jan-Feb ’12

affordability. And the industry obviously prefers this. “Our long professional association with established and nationally renowned hospitality brands in the country for more than three decades has clearly proved that the industry prefers equipments which entail great durability and minimum maintenance,” he explained. Moreover, FCML by virtue of its being the one-stop solution for hospitality equipments, is involved in bulk supplies to many its clients in the hospitality industry, and by being the single vendor for many hospitality properties, according to Khandelwal, “we can easily save on their costs on manpower and administrative costs.” That is not all the benefits that having purchases from FCML may entail to a hospitality property or a hotel chain. “As their purchases from us increase, our profit margins go down, which also is beneficial to them,” concurred Khandelwal. According to Khandelwal engaging different suppliers for procuring various equipments is slowly becoming dated in the Indian hospitality industry. “The emerging trend is to opt for a single window system, where the management at the given hospitality property or the hospitality chain are seen preferring single vendor or a couple of vendors for the entire project. And as the volume of sales of the vendor swells, the vendor would be happy to work at lower margins. This is a win-win situation for both the vendors like us, and as well as the hospitality properties,” averred Khandelwal. Overall,

order to cater to the eventuality of rare replacements. This factor, coupled with providing technical assistance in pre and post installation of equipments and products for the hospitality industry, has perhaps also contributed to its expanding business and enduring reputation in the industry. Among other factors which sets FCML ahead of the competition is that the company doesn’t believe in supplying products in isolation. “We work closely with the architects and interior designers of the hotels to ensure that the products we supply do perfectly gel with the ambience and décor and other utilities of the hotel,” informed the master retailer. And neither does FCML believe in resting on its laurels. The company, which houses and markets products under 68 heads; boasting an enviable 78,000 SKUs to its credit, has been continually adding to its impressive product portfolio. “With the Indian hospitality industry showing appreciable growth since the last decade, and with more and more premium hospitality properties crowding the mind and market space, the growth potential of vendors of high-end products for the hotel industry is simply huge. We cannot waste this opportunity by resting on our laurels,” ■ asserted Khandelwal.

F&B

HOTEL Business Review

Hotels Getting Hooked to High Tea By Sharmila Chand

n this transitory world, few things have a perennial appeal. Tea is one among those rare things. Tea was there before the composition of Vedas, and teas are still there. More than four-and-a-half millennia has passed since a burning tea leaf floated through the air and found its way into the Chinese Emperor’s mug of hot water… since then the mornings have never been the same for many. Tea is arguably the most popular beverage in the world, exuding great aroma and health. What is more, it is probably more popular than ever. However, green teas, matcha teas, and tea lattes are replacing the leisurely sips of traditional steeped black tea, as the health benefits and antioxidant properties of tea varieties are getting more widely explored and appreciated. Meanwhile, the traditional late afternoon restorative cup or cups of tea with small plates of food to satiate the hunger pangs between lunch and late summer dinners makes as much sense today as it did centuries ago…

Tasting Teas at Fairmont With a reputation for knowing how to do

Jan-Feb ’12

tea just the right way — from classic afternoon tea with scones to a tea party for the little ones— Fairmont Hotels & Resorts rolls out the silver cart for tea aficionados of all ages. Since 1907, The Fairmont San Francisco has delighted generations with its elegant tradition of afternoon tea. The Laurel Court, which served tea from 1907 to 1937, reopened in 2001 after six decades of closure to once again offer San Francisco’s most sophisticated tea. Here the Chef blends classic and contemporary cuisines to produce a unique and truly satisfying afternoon tea service. Guests can select from a delicious variety of teas and enjoy freshly baked scones with English Devonshire cream, lemon curd and homemade preserves; an assortment of pastries; and delectable tea

sandwiches, including Dungeness Crab and Mango Salad on a Corn Muffin and FiveSpice Beef Tenderloin on a Black Olive Baguette. Guests can leisurely sip a glass of bubbly while gazing at the glittering view of Lake Louise and the Victoria Glacier while taking afternoon tea at The Fairmont Chateau Lake Louise, located in Alberta, Canada. Here traditional English Tea is served with an opening glass of sparkling wine, followed by fresh fruit in Cointreau. Over a pot of exclusively blended tea, here the guests can

F&B enjoy a three tiered tray of perfect bite-sized finger sandwiches, buttermilk scones with Devonshire cream and homemade pastries and sweets. According to Anurag Bali, the Executive Chef, Fairmont Jaipur, “The world renowned tea lobby of The Fairmont Empress, located in Victoria in British Columbia, Canada, has served England’s most beloved ritual and Victoria’s grandest tradition of afternoon tea to famed royalty, celebrities and dignitaries alike. Similarly, the Fairmont Jaipur will be the appropriate place for all tea lovers in India to experience an entire world of aroma and flavours.” In Fairmont Jaipur’s tea lounge named Anjum, in addition to an unrivalled selection of teas, professional tea connoisseurs are on hand to help guide guests through the process of choosing the perfect tea. An assortment of light snacks and dessert menu enhances the tea drinking experience at Anjum. “At Fairmont Jaipur we will offer a selection of single origin first flush leaf teas of both black and white varieties,” asserted Bali, while adding,

HOTEL Business Review

taste and flavour of classic Indian chai as this will be prepared in front of our guests, at our central tea station.”

An Imperial Tea Experience

“

Since high tea is a societal tradition, our menus are tweaked to incorporate Indian preferences. We serve high tea menus in our Executive Lounge, between 5-7pm.

”

- Sherman Almeida, the F&B Manager at Courtyard by Marriott Mumbai International Airport.

“Also on offer will be teas infused with home grown herbs — with basil, lemon grass and mint grown on the property. Here international guests will savour the

Coming to India, The Imperial located at Janpath, New Delhi has introduced special High Tea menu for the discerning guests on weekends, at its perfect place to unwind —The Atrium. Here one can enjoy a traditional High Tea menu with a range of delightful pastries and savouries on weekends, between 3pm-6pm. The appetising variety of tempting assortments comes at a moderate price of Rs. 950/- plus taxes per person. The Atrium with its high skylight ceiling, tropical surroundings and humming fountain creates just the right atmosphere for an initiative like this. The delectable high tea experience is tailored to tempt the innate sweet tooth with its enviable range of delectable desserts like Éclair Au Chocolat, and Lemon Grass Creme Brulee. Among other delightful offerings, there is also a scrumptious range of sandwiches.

Jan-Feb ’12

F&B

HOTEL Business Review

The pastries and savouries are endowed with unique artistic designs and exude rich taste and thoughtful craftsmanship. They reflect research of various recipes and influence of myriad ingredients from across the globe.

holistic feel. Recently, a marvelous new menu has been unveiled at The Tea Lounge. With a unique selection of Indian teas that probably cannot be found anywhere else in the world, the new menu has a wide range of teas; chosen after evaluating thousands of teas. At The Tea Lounge, the teas are stored, brewed and served in the absolute traditional style with adequate care and finesse, which facilitates to eventually result in joy and fulfillment to the guest. I

Brewing Classiness at the Lounge Introducing its discerning guests to a new lifestyle experience, Taj Palace Hotel, New Delhi, offers an exquisitely brewing sensation at the charming ‘The Tea Lounge.’ Here you can experience high tea in true traditional English style. The Tea Lounge at Taj Palace Hotel, New Delhi is truly a unique tea destination where almost 100 varieties of single estate teas and more than 10 different single origin coffees are served in an exclusive English high tea style. The diversity of teas offered here will leave you spellbound. The likes of Egyptian Camomile, Russian Caravan, Formosa

“

High Tea at The Atrium, located at The Imperial New Delhi is an extremely special affair. The platter includes three types of teas — Assam, Organic and Earl Grey. Here a classic high tea experience comes with a variety of delicacies, which include hot, buttered scones, home-made jams, cakes, little sandwiches filled with cucumber or salmon and many more delightful treats; together creating a perfect feel for a late wintry afternoon.

”

- Chef Willi Haueter, The Executive Chef, The Imperial New Delhi

“

One of the world’s largest producers of tea, India is a country where tea is popular as a breakfast and evening drink. I think tea drinking is more of a habit infused among the Indians rather than a fashion. At Fairmont Jaipur, we will organise a daily tea tasting ritual at our hotel’s tea lounge named ‘Anjum’ where our in-house tea sommelier will interact with guests and run them through our tea offerings. - Executive Chef, Anurag Bali, Fairmont Jaipur

Jan-Feb ’12

”

Green are sure to intoxicate you… Each tea on the menu is distinctly different from the other, offering the connoisseur a unique opportunity to experience and traverse through exotic tea flavours from around the planet. For starters, to add fizz to the afternoon, you will be greeted with an elaborate tea service in the traditional English style. Champagne and hors d’oeuvres continue through the evening. The tea experience at The Tea Lounge can always be enhanced with salmon sandwiches, scones, fruit tartlets, and herb pies. Here the guests can also enjoy live piano music, which is played from 6 pm onwards and a live art show, which is held daily from 3pm- 6pm. The striking art creations and piano renderings can serve as fitting backdrops to your discourses. The warm décor and the elegant service complement the experience, thereby infusing it with a

“

While deciding on a high tea menu we try to make the selection look interesting and at the same time we try to keep it light as it is a meal between two main meals, that is lunch and dinner. It should ideally include refreshing teas, finger sandwiches, small pastries, raisin scones, petit fours, mini pies, traditional fruit cake, lemon tarts, mini chocolate croissants, mini cup cakes, cookie platters and so on. When it comes to sandwiches, it is advisable to refrain from stuffing them with too much meat so as to keep them light. At the end of it, a high tea should not be turned into a main meal as it is generally restricted for casual meetings.

”

- Chef Ajmal Salim, the Executive Pastry Chef, Pune Marriott Hotel & Convention Centre.

Spa

HOTEL Business Review

Get Swept by Imperial Indulgence By Sharmila Chand

nown for its colonial architecture, impressive collection of artworks, impeccable service and unconventional appearance, The Imperial, with its majestically white grandeur in the heart of the capital can be construed as a destination in itself. The luxurious amenities and ambience of the stately hotel is further enhanced by the sublime opulence of the new ‘The Imperial Spa’, which was opened in December last year. One of the largest spas in India and the largest in the capital, this destination spa is meant exclusively for The Imperial’s resident guests. The Imperial Spa also embraces a stylish salon and a fitness centre. The spa is nestled within the verdant landscaped gardens of the hotel. As you step into the spa, characterised by intricate architecture with influences of

Jan-Feb ’12

Moghul and Indian motifs, a sense of spiritual harmony tends to quietly seep through your senses. You instinctively sense it is the right address to rejuvenate your mind, body and soul and thereby attain a state of holistic well-being.

Enter the Spa The philosophy of The Imperial Spa is embedded in a living awareness of the value of a healing touch, a nurturing environment, cleansing, yoga, massage, peace and deep relaxation as essential elements in maintaining a healthy lifestyle. The Imperial Spa believes that true beauty comes from within, and the spa’s exhaustive collection of therapeutic rituals, addresses this essential realisation to explore your inherent inner peace. The Imperial Spa is tailored to de-stress and rejuvenate your senses, thereby taking you on a wellness journey inspired by India’s perennial spiritual wisdom and heritage. Besides wellness, The Imperial Spa also exudes an unmistakable aura of indulgence. The Imperial Spa whispers of sheer indulgence through its unique therapeutic suites, changing rooms and commodious vanity areas. “Our extensive services embody unique spa packages, spa cuisine, personalised well-being programs and a treatment menu, which together can

take you to sheer ecstasy,” elaborated Vijay Wanchoo, Sr. Vice President & General Manager, The Imperial.

Rejuvenation Unlimited According to Wanchoo, the ambient and enchanting therapy suites and relaxation spaces of The Imperial Spa “are designed to endow you with a magical experience of belonging to a world of serenity, consciousness and benevolence.” “The Imperial Spa’s therapies embody all the vital elements that help in de-toxing, releasing, relaxing, uplifting, balancing and refining, which together generate essential feel-good factors that enhance the experience of simply being alive,” opined the Spa Director of The Imperial Spa, Jacqualine

“

By imbibing the grandeur of Mughul and Indian magnificence in its architecture and Sufi philosophy in its décor and ambience, The Imperial Spa comes across as a sanctuary of serenity in luxuriously wide surroundings.

”

— Vijay Wanchoo, Senior VicePresident & General Manager, The Imperial

Spa Tara Herron. The Imperial Spa embraces the essence of Indian healing traditions with authentic Ayurvedic therapy and cuisine plus the most sought after holistic massages, de-toxing treatments and refining facials that the world has to offer. According to Jacqualine, at The Imperial Spa the guests can “choose bespoke rituals that are tailored to suit your refined taste for wellness.” The spa has various distinctive spaces of wellness within its ambit. The Imperial Hydro Therapy suites are for pre and post treatment, whereas the Kerala Suite offers a beautiful and traditional approach to Ayurvedic therapy with the availability of a doctor’s consultation, two specially designed rooms, and the benefit of authentic oils and herbal remedies for ancient healing. The Moghul Suite is the property’s luxury private spa facility, with an exquisite Tikri Mirrored art work ceiling, steam, sauna, Jacuzzi, day bed and salon for indulging couples or family, who want to enjoy spa therapies together.

HOTEL Business Review

“

It is a moment of pride that after two years of extensive product development and using some of the gorgeous oils in our spa treatments, we have launched our six new essential oil variants and Eau De Toilette under the brand name Sufi. In the backdrop of a fabulous and sustained feedback on the spa treatments and guests’ demand we plan to retail Sufi products at The Imperial Salon, which is open for both residents and non-resident guests.

”

- Jacqualine Tara Herron, the Spa Director, The Imperial Spa The Kabir Room is for Thai massage, yoga and meditation whereas Rumi’s Relaxation Room affords dancing with light and space. Then there are Mirabai’s

Room, Hafiz’s Room, Jaipur Room, The Mahadeva, Prana and Anahata Room for indulging in your comprehensive wellness solutions. The Imperial Salon has given a further fillip to the popularity of The Imperial Spa. “The launch of The Imperial Salon is yet another of our milestone in providing quality experience to our valued guests. The Imperial Salon’s luxurious interiors powered by impeccable services of highly skilled stylists and hairdressers make it an opulent hair and cosmetic salon for men and women,” informed Wanchoo.

Jan-Feb ’12

Spa

HOTEL Business Review

The Lady of Wellness By Sharmila Chand

An author, a consultant, a therapist, an experienced yoga teacher, a spa products developer and now the Director of The Imperial Spa, Jacqualine Tara Herronâ&#x20AC;&#x2122;s experience and skills in designing signature treatments and innovative spa philosophies are invaluable qualities that add value to the spa creation of new projects and also in the reinvention of already established spas and salons. Her knowledge in the area of wellness knows no boundaries and her excellence in stress management and relaxation practices are beyond compare. The excerpts of the interview follow: To start with, please tell us what are your specialised areas?

Well, my skills and passion as a holistic spa consultant, Spa Director and trainer embrace my abilities as a business developer and organiser as well as a therapist and writer in mind-body disciplines for total well-being. Also I specialise in team leadership and raising spa standards, identifying quality therapists and treatments as well. In all my humility, I can say that I am able to create a distinctive spa culture, business initiatives and customer service to add further value and enhance the guestsâ&#x20AC;&#x2122; total well-being. My experience and skills in designing signature treatments and innovative spa philosophies are qualities that add value to spa creation on new projects and also in the reinvention of already established spas and salons. Do you have any particular theme or spa philosophy as your guideline?

Not really, though my love and knowledge of eastern therapies is naturally integrated into my work in spa design, products and treatments. My intercultural awareness of standards and expectations allow me to feel comfortable with people from all walks of life. So I think of the spa theme according to the location of the spa as I feel the concept should merge well with the environment. What are your strengths?

I am an enthusiastic, compassionate and

Jan-Feb â&#x20AC;&#x2122;12

positive person who enjoys inspiring people and seeing colleagues achieve and succeed in their goals, and therefore I am a supportive and thoughtful team member and leader. This I think, is one of my strengths. I also continue to enjoy the fruits of having been a yoga practitioner for more than 25 years and feel that my strength lies in the ability to understand, teach and direct others on how to experience a sense of wellbeing through transforming environments, holistic therapies, and innovation in the field of business development. Please name a few signature therapies you have introduced here?

They are Imperial Depth, Collagen Quench, Facial Mudra, Savassana Wrap, and Ultra Feminine Wrap. You have also created a salon. Tell us about it.

It is a world class state-of-the art salon in the city. The salon is open for non resident guests of the hotel also. It offers professional excellence, incorporating technologically advanced hair care products from Kerastase Paris with innovative, unique formulas designed for both men and women to enhance the natural beauty of their hair. High performance facials using exclusive products from Natura Bisse, makeover products from Yves Saint Laurent and Imperial blends for luxury pedicures and manicures, are absolutely remarkable. Its USP

lies both in the premium quality of its products being used as well as in the combination of skilled trained staff it has for rendering excellent services. All these in a very plush environ that is soothing for the jaded nerves. The salon is divided into four lavish rooms which are for male grooming, splendid backwash area, and female grooming, and also in two ultra luxurious and stunning cosmetic rooms. Please tell us about the products you have created especially for The Imperial Spa and Salon?

Yes, we have our own signature line of products called Sufi, which is used for body, mind and beauty signature treatments. The range consists of six individual blends for massage oils and an Eau De Toilette. The introduction of Sufi massage oils is to provide pure bliss to the guests at The Imperial Spa through amazing treatments; designed to deliver a deeply infusing relaxation, thereby facilitating to restoring well-being and inner harmony. Sufi is available for purchase at The Imperial Salon in 100ml cylindrical bottles at Rs. 4000 and comes with signature embroidered bags. The oils contain pure cold pressed base oils like Jojoba oil, Carrot Seed oil, Moroccan Argan oil, Sweet Almond and Apricot Kernal oil. These oils for bath and body are also chosen to suit individual preferences and are available in 100 ml red glass bottles.

Product Preview

Mattresses Springfit, the manufacturers of high quality mattresses in India, started its operations in India in the year 2004 with its registered office at the picturesque and holy town of Haridwar (located in Uttarakhand), with the standards of ISO 9001-2000 Certification. The company’s infrastructure is one of the finest in the realm of Indian bedding industry with fully automated manufacturing process. Natura Collection is one of the finest spring mattresses by Springfit. It has a natural way to keep you energised after a restful and uninterrupted sleep. It helps to keep you mentally active and creative throughout the day. By providing better sleep it keeps your body and mind alerted, thereby increasing your memory and concentration power. Moreover, Springfit Natura Collection adjusts as per your body temperature; keeps you cool in summer and warm in winter. It facilitates to enhance your mood, enliven your spirit, and rejuvenate and revitalise your body. Its individually wrapped soft pocketed spring structure, combined with the unique imported pin-core top layer of natural latex doesn’t create any pressure point at heavy parts of the body during sleep. So, with Springfit Natura, you can be assured of complete relaxation, ultimate comfort and abundant joy as you glide towards your slumber! Springfit Marketing Inc. sales@springfitmattress.com

Linen Products Keeping in mind the ever changing requirements of hotel industry for linen and related products, Pushkal Textiles provides one-stop solution for quality and in vogue range of bed sheets & pillow covers, duvets & duvet covers, towels etc. Pushkal Textiles has been providing its clients the best quality at competitive market prices. Sheets and pillow covers are available for 120TC to 400TC I, super combed by super combed yarn, and bath linen is available at 400gsm to 600gsm in 100 percent cotton low twisted fine yarn, for better absorption of water and soft touch. The company can customise all products as per the requirement of the customer. The products are widely used in various up-market properties spread all over India. Its never ending search for excellence & commitment to quality has catapulted Pushkal Textiles into one of the leading suppliers of linen for the hospitality industry in India, since the last decade. Pushkal Textiles pushkaltex@gmail.com

HOTEL Business Review

Gastronorm Containers Blanco CS (Customised Solutions) concentrates on the needs of professional target groups with its three business units Catering Systems, Medical Care Systems and Industrial Components. Blanco CS develops and produces high-quality products for commercial kitchens and the catering industry, for clinics and medical practices and for customers from industry. The Catering Systems business unit offers well thought-out systems in which food is delivered appetising and fresh to the guests in line with the HACCP regulations. The product portfolio ranges from Gastronorm and food transport containers to complete systems for food distribution and serving. For years, Blanco CS’s Catering Systems have set standards in the catering industry with innovative developments, proven product quality and excellent service. Blanco CS began its operations in the middle of 2011, in India. At Aahar 2012, Blanco CS will present the Blanco Cook front cooking system. Blanco Cook enables a varied, appetising cooking show with 10 professional table-top units. The mobile fume extraction modules offer a licence to breath easy. Blanco jagdish.prasad@blanco.de

eMenu ® System eMenu, an interactive digital menu, brings a taste of things to come in the formal and casual dining markets. Its dynamic, multilingual, touch screen interface will change the way your customers experience your business. eMenu can be configured to work in any hospitality establishment and allows customers to control the mood of their dining experience while ordering at their convenience — a perfect combination for increased comfort and customer loyalty. The system comes with customised solution for each hospitality verticals i.e. navigation only, full service, hotel, QSR, self service, food court, etc. Benefits to business owners: • People tend to eat with eyes; attractive visuals result in higher customer spends. • Increased revenue by ability to encourage up sales, cross sales, and impulse buying. • Quick and easy ordering, eliminates all kinds of delays. • Facebook integration, loyalty programs and feedback system. Azilen Technologies Pvt. Ltd. info@azilen.com

The information published in this section is as per the details furnished by the respective manufacturer/distributor. In any case, it does not represent the views of Hammer Publishers Pvt. Ltd.

Jan-Feb ’12

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A D V E R T I S E R ’S I N D E X COMPANY

PAGE NO.

COMPANY

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AKSAI

ALIMENTARIA 2012

ALPHASTACKHAIRS PVT. LTD.

PUSHKAL TEXTILES

AQUARIUS APPLIANCES PVT. LTD.

RANS TECHNOCRATS (INDIA) PVT. LTD.

ARMOUR ELECTRONICS PVT. LTD.

RATIONAL INDIA

BLANCO

REMINGTON STEEL ARTS

COMBII ORGANOCHEM PVT. LTD.

SAMRAT FURNISHERS

DEXTROUS INFOSOLUTIONS PVT. LTD.

SHEELA FOAM PVT. LTD.

DHOBIGHAT

SIO VASUNDHRA INTERNATIONAL PVT. LTD.

FCML PROJECTS

SNOOZER BEDDING

FHA 2012

SOFT SENSATIONS PVT. LTD.

SPRINGFIT MARKETING INC.

FIDELIO INDIA PVT. LTD. IFB INDUSTRIES LTD.

09, 21

NEELKANTH INDUSTRIES

FIC

PIFBEX 2012

53 08 BIC 10

SPRINGWEL MATTRESSES PVT. LTD.

07 59

ION EXCHANGE INDIA LTD.

STACKWELL

ITPO AAHAR 2012

SUPERSHINE LAUNDRY SYSTEMS PVT. LTD.

KRONA LIQUATEC LTD.

UNIVERSAL CHEF S.L.

LOOM CRAFTS FURNITURE (INDIA) PVT. LTD.

VENUS INDUSTRIES

MITORA MACHINEX PVT. LTD.

WINTERHALTER INDIA PVT. LTD.

MITZVAH ENGG. INC.

BUSINESS OPPORTUNITY

* BC - BACK COVER

30, 31

27 14,15

* FIC - FRONT INSIDE COVER

* BIC - BACK INSIDE COVER

Jan-Feb ’12

Interview

HOTEL Business Review

Motivate and Lead by Example By Sharmila Chand Sanjay Punj, General Manager, Fortune Select Metropolitan, Jaipur, has successfully completed two decades in the hospitality industry. He began his career as an F&B professional, and subsequently through hard work, gained expertise in HR, sales & marketing and public relations too. Now, in his current position of heading the team as the General Manager of the hotel, he believes, “Continuous learning and development is crucial for growth. My role is to ensure that each member is a team player and is driven to deliver his best by collaborating with other members of the organisation. I try to motivate the team to ensure satisfying experience for each and every guest.” Excerpts of the interview follow: Let us start with your philosophy of work. What is your success mantra?

I believe in ‘Work Smart, Don’t Work Hard.’ What I mean to say is that if you organise your work schedule and plan it well, you will slog less but deliver better and faster results. It is all about smart logistics without compromising on sincerity in work. Keep your logistics and vision clear. Do not follow the rut and the success will be yours. Also delegating work and responsibility down the line, accompanied with accountability and ownership of results is a must. At the same time, one needs to empower one’s team at every level, and let the team members learn and grow. It will ensure the overall growth of the organisation. What are the main USPs of Fortune Select Metropolitan, Jaipur?

The hotel is an expression of modern styling, designed to make every guest’s stay an enjoyable experience. ‘Location’ and ‘brand identity’ are our two main USPs. The fact that we are located in the heart of Jaipur, at MGF Metropolitan Mall, with close proximity to the golf club and conference halls, and airport and railway station, gives us a great advantage. Secondly, the brand identity of ITC is a big advantage. As a modern contemporary hotel managed by ITC’s wholly-owned subsidiary, Fortune Park Hotels Ltd, the hotel raises the bar for service and amenities for the cosmopolitan business travellers. Cite any other important features of Fortune Select Metropolitan, Jaipur which help it to stand apart from other run-ofthe-mill hospitality properties crowding the marketplace

Our property presents itself as a balanced 64

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combination of hospitality which could cater to both business and leisure travellers. We have all the facilities required for the corporate segment with wireless connectivity, business centres, state-of-the-art conferencing facilities, and meeting rooms. Our two meeting rooms can together accommodate 30 guests while the spacious banquet hall can house up to 150 guests, sitting theatre style. The banquet hall and meeting rooms are well-equipped with stateof-the-art conferencing facilities. Additionally, our other amenities include the Fortune Lounge, a sun-deck, rooftop swimming pool, spa and a health club. Finally, our food & beverage section is also very strong. We have two dining venues; Zodiac — the 24-hour coffee shop, and Nostradamus — the Bar & Lounge. Zodiac brings the best of world cuisines together, and offers the right mix of food for people belonging to all Sun signs. It offers a lavish spread of breakfast, lunch and dinner, apart from the delectable all-day menu. Nostardamus presents a contemporary and relaxing setting offering excellent selection of spirits, wines and beers. The place also serves snacks and cold beverages/mocktails, which can be savoured amidst lively music. Kindly give your comments on the hospitality market of Jaipur

The hospitality industry of Jaipur is witnessing a positive trend. As a developing hospitality market, Jaipur provides a wide range of choices to a tourist or a traveller. Furthermore, the hospitality market of Jaipur is extremely competitive. It keeps us on our toes and we are constantly striving to stay ahead of the game. A competitive market is very conducive for growth, both for the hospitality and travel sectors. What are your future plans?

We are planning to promote our corporate

and MICE packages in a more aggressive manner. What do you like about your job?

I like the fact that each day in my profession brings in new challenges. To tackle them effectively and see encouraging results coming in keeps me going. What is your professional trait?

essential

I don’t like to sit on my past laurels and wish to achieve more in life. Presently, what are the major challenges in the Indian hospitality sector?

Availability of skilled manpower is a major challenge faced by the Indian hospitality industry. To sustain growth in the industry, trained manpower/ workforce is required at every level — whether they be managerial, supervisory, skilled or semi-skilled. Work related challenges faced at each level are different. At mid and senior management levels, the industry faces talent crunch and at the frontline staff level, although human resources are adequate, a boom in other service industries such as banking, retail, airline and BPO have resulted in shortage of manpower for the hospitality industry. Thus, we have a demandsupply mismatch with respect to manpower in the Indian hospitality industry. Do you have any parting message that you like to give?

I feel as a GM it is my duty to set specific goals and objectives with a clear vision, which need to be shared with my team from top to bottom. Following this course, I have to ensure that I consider and evaluate all opinions and inputs along the way and make decisions which at no point of time deviate from the core objective.