Hotel Business Review (Jan-Feb 2014) by Hammer Publishers Pvt. Ltd

Jan-Feb ’14

Editorial

HOTEL Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor

Rajneesh Sharma

rajneeshhammer@gmail.com

Associate Editor

Swarnendu Biswas Resident Editor

Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design

Hari Kumar V Narender Kumar

Production Assistant

Mamta Sharma

Business Co-ordinator

Pooja Anand

Advertising Sales

Delhi: Debabrata Nath, Sumesh Sharma Mumbai: Rajesh Tupsakhre Subscription Sales

Dattaram Gangurde Director Sales

Sanjay Anand

Director Operations & Finance

Rajat Taneja

Editorial & Advertising Ofﬁces: Delhi:

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E-mail: hammerpublishers@vsnl.net Website: www.hbrmag.com © 2014 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 1202, Pragati Tower, 26 Rajindra Place, New Delhi. Printed at Print Creations, C-112/3, Basement, Naraina Industrial Area, Phase- 1, New Delhi 110 028. Annual Subscription rate within India is Rs. 450 and overseas US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 overseas. Cheques are payable to Hammer Publishers Pvt. Ltd. Editorial Policy : Editorial emphasis in Hammer Hotel Business Review

magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.

Jan-Feb ’14

Some resorts in India, located in scenic and secluded surroundings, have very good potential for catering to tourists who are seeking to develop or revive romance in their lives, with their loved ones. These resorts need to market their romance conducive environment more creatively as their USP, especially in the Valentine’s Day and also during the time when the Valentine’s Day is fast approaching and during the New Year’s eve, and just before to and also during some other important celebrations. Moreover, more such romantic resorts are the need of the hour. This savvy marketing and real estate initiative would get the Indian hospitality industry more honeymoon couples, and even more numbers of die-hard grey haired romantic spirits whose romance quotient has been waning after decades of matrimony, as tourists, than they are getting now. India has wonderful natural beauty and historical splendour and there are many offbeat and fascinating tourist spots in the country, whose tourism potential still lies largely unexplored. They can serve as idyllic backdrops for the development of romantic tourism in the country. Eventually, more secluded romantic resorts across Himalayas, near the seas, or amidst tea plantations, or in the forests, can lend maturity to a new genre of tourism, which can be termed as romantic tourism. We have covered some romantic hospitality options in our Cover Story. In fact, enhancing tourism receipts is crucial for the Indian hospitality industry to revive from its present sluggish phase. And one of the effective ways for enhancing tourism revenues is to channelise the travels of many of our potential and habitual outbound travellers into domestic destinations. At the same time, the country’s impressive tourism potential must be presented in a much more attractive manner before the inbound travellers, in order to give an impetus to the number of foreign travellers into the country. Another way of boosting the domestic tourism is to make the country perfectly safe for women tourists, and improving our pathetic sanitation infrastructure. Improving the infrastructure for adventure tourism activities and developing new destinations for adventure tourism are other important measures in this direction. We have discussed extensively the ways to enhance our domestic tourism, in our Business Story. Besides the above-mentioned issues, we have also covered an interesting eco-friendly property, the issue of renovation of restaurants in hotel business, the greenery in hotels, did a profile feature on an enterprising businesswoman engaged in hotels’ supplies, and covered a spa where you can address the needs of holistic wellness that is increasingly becoming a pressing need of our tension filled times. We hope these collective ideas and opinions would together complement our information section covered by News, Events and Reports, so as to present a comprehensive coverage of the fast evolving hospitality industry of India. I end this note while wishing a better financial year for our hotel and tourism industry, that we richly deserve.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

COVER STORY

India has an array of luxurious resorts whose pristine environments are quite suited for giving an impetus to the romantic spirits. These secluded hospitality options amidst the splendours of nature can be smartly marketed to target couples of all ages and nationalities, urging them to spend their romantic sojourns at these places.

BUSINESS

PROPERTY

Samode Safari Lodge stands out for its unique materials and concept, for its contextual relevance to the place, and for its stateof-the-art contemporary ﬂair.

F&B

If the restaurant of a hotel is undergoing renovation, offering the same quality of services with same degree of promptness and precision as was being done before renovation process of the restaurant began, is an extremely challenging proposition.

DESIGN

SPA

PROFILE

The idea of interiorscaping has come into popularity over the past decade and today this has been gladly embraced by the hospitality industry. Hotels today are being designed with speciﬁc areas kept strictly for interior landscaping plants.

Inspired by the traditional Asian healing philosophies, the treatments at The Spa at the Shangri-La’s - Eros Hotel, New Delhi are based upon the principles of restoring balance and harmony to the mind, body and soul.

With the plummeting of rupee with respect to dollar during the past months, the outbound travels from India have become costlier. This in turn makes domestic destinations more economically viable to the outbound travellers from India as compared to the many foreign destinations, than they were a year ago...

Sagharica Sawhney comes across as a dynamic businesswoman with uncommon business vision. Sagharica runs two very successful companies, and is one of those rare individuals who have turned her hobby and passion into her business successes.

DEPARTMENTS 04

Event

News Scan

Appointment

Report

Product Preview

Business Opportunity

Interview

Cover Pix: Fairmont, Jaipur

Jan-Feb ’14

Event

HOTEL Business Review

The Right Platform for the F&B and Hospitality Industry

ood&HotelAsia 2014 with Wine&SpiritsAsia 2014 to be held alongside, will be held during 8th th -11 April 2014, at Singapore Expo. The event is organised by Singapore Exhibition Services (SES). For the first time FHA 2014 and Wine&SpiritsAsia 2014 will completely use the capacity of Singapore Expo, by occupying all 10 exhibition halls and Max Atria. Spanning a total of 100,000 sq.m. which will be an eight per cent increase in size from its 2012 edition, this will be the largest edition in the event’s illustrious 36-year-old history. FHA had humble beginnings in 1978, at the Hyatt Singapore’s basement car park, where 213 exhibitors from 13 countries/regions took up only 4,000sq.m. Since then, the event which includes WSA, that was launched in 2010, has rapidly grown more than 25 times in size and witnessed a 13 fold increase in exhibitors. FHA 2014, the 19th edition of the event, will have 2800 exhibitors from 70 countries/regions and

Jan-Feb ’14

54 group pavilions. Offerings span across all aspects of the food and beverage (F&B) and hotel industry such as food products, bar and kitchen equipment and supplies, food processing equipment, hotel amenities, table ware and hospitality technology, among many others. With the internationality of the show, FHA sees visitors from more than 100 countries/ regions each edition. The 2012 edition welcomed a record total of more than 42,000 trade visitors, an increase of 10.4 percent over that of the 2010 edition. Stephen Tan, the Chief Executive of the show organiser SES said, “This year is a milestone for FHA and WSA as they together have completely utilised the available exhibition space of Singapore’s largest exhibition venue. Moving forward, the event will only continue to grow as new markets in the region become more developed, and the demand increases.” “Overall, FHA and WSA together delivers a comprehensive, holistic and

meaningful event for the whole industry,” averred Tan, while pointing out that “Providing businesses with the latest innovations, new food products and unique amenities to choose from, as well as sharing ideas, knowledge and best practices will in turn translate to an enhanced experience for the consumers.” “FHA and WSA provide industry practitioners with an exciting one-stop shop on the latest products, services and technology solutions from all over the world. The synergy of the two shows offers an excellent platform for networking and the sharing of best practices,” explained Margaret Heng, Executive Director of Singapore Hotel Association. Prominent international exhibitors at the show include renowned local and international industry brands such as Bunn-O-Matic, Bravilor, Cimbali, Diedrich, Dilmah, Ebenezer, Empire Tea, Expolanka Teas, Giesen, illycaffé, La Marzocco, Nestlé, Rancilio, Santino Coffee, Santos and many more. In addition, the event will also host the FHA Barista Challenge and first-ever FHA Latte Art Challenge, alongside a number of courses, workshops and fringe activities. The 19th edition of FHA will see the launch of SpecialityCoffee&Tea, bringing the total number of specialty shows to six. Set against the backdrop of a booming café culture, SpecialityCoffee&Tea will integrate all aspects of the industry in a single platform; featuring a comprehensive range of equipments, coffee beans, tea leaves and accessories from across the globe. SpecialityCoffee&Tea will play host to the FHA Barista Challenge and the first FHA Latte Art Challenge, while the Asian Pastry Cup will be held in conjunction

Jan-Feb ’14

Event

HOTEL Business Review

with Bakery&Pastry. Ting Siew Mui, the Project Director of Lifestyle Events at SES said, “Rising affluence and changing lifestyles in the region has created greater demand for gourmet coffee. Perfectly complementing FHA’s five existing specialty shows, the launch of SpecialityCoffee&Tea throws a spotlight on the industry and highlights its development, and caters to the region’s booming café culture. In addition to the showcase at SpecialityCoffee&Tea, the visitors can also source from the unique offerings at HospitalityStyleAsia and Bakery&Pastry for all their café needs.” She added that “Overall, we have received much enthusiasm from international exhibitors wanting to get a leg into the regional market and great support from the associations who have come on board as partners.” The FHA Culinary Challenge (FCC) will see the participation of 856 Chefs from all over the world. They will battle it out in the Individual Challenge, Dream Team Challenge and Gourmet Team Challenge sections. Returning this year to the FCC is

the National Team Challenge. Held once every four years, 11 national teams will compete here, but only the top three will qualify for the Battle of the Lion, with one emerging victorious Since 2010, WSA has been held alongside FHA to give it the space and distinction to grow into a premium trade exhibition of spirits and wines for regional buyers. To be spread across 5,000sq m, the WSA2014 will attract 200 exhibitors from 20 countries/regions, and seven group pavilions. The WSA2014 will have the most number of group pavilions as compared to its previous editions, representing the world’s top producing wine regions. Spain will be having the biggest pavilion. There will also be a series of talks and master-classes, highlighting wines from countries such as Austria, France, Italy and Spain. Competitions at WSA 2014 will include the RIPE-WSA Cocktail Challenge as well as the WSA Wine Challenge. Entries from across the globe will be judged by a panel of Asia’s top wine buyers and writers for the WSA Wine Challenge. Awards for

the winning wines will be presented at the first MAGNUM NIGHT, an exclusive networking event for the international wine scene, on 8th April 2014. The winning labels will also be displayed at an exclusive tasting lounge at WSA. For this edition of the event, the FHA International Conference will have more than 90 speakers and will focus on key issues currently affecting the industry, the most important among them being the manpower crunch and the ways to ease it. In view of this, the conference will feature a plenary session and an in-depth master-class to provide the industry with practical solutions on how to deal with the manpower shortage. Other topics which will be covered in the conference will include managing hotel operations and revenue optimisation strategies; managing F&B operations and food concepts; latest technologies for the hotel and F&B; food safety; covering the latest food regulations and contamination detection methods, and food product innovation and development.

Helping Tackle Travel Disruption Abacus, the leading travel solutions provider in Asia-Paciﬁc, has recently launched Abacus TripAlert, a new digital service designed to give travel management companies actionable insights in order to move travellers out of danger, should an incident arise that threatens their safety. Aligning early warning data on natural disasters, health pandemics or terrorist attacks with bookings captured on Abacus systems, Abacus TripAlert instantly locates affected travellers, presenting their agents with the opportunity to react; changing ﬂight, hotel, car rental or other reservations, before options narrow. With Abacus handling over 30 million transactions daily, some involving travel within high-risk areas, Abacus TripAlert has huge potential. Martin Symes, Chief Marketing Officer at Abacus explained, “The timing of the alert is vital, that is to give travel professionals a window to reschedule. We have partnered with a specialist to ensure Abacus has the edge on early detection, with AidCom providing a stream of reliable data pinpointing the hotspots where travellers may be vulnerable.” Here it deserves a mention that AidCom is a technology and media company, based in Norway. The service monitors all the participating agencies’ PNRs for the two days ahead of departure and in-trip, sending subscribers electronic event summaries and an ‘Impact Traveller List’ to share with their corporate accounts or to contact directly. “Corporations responsible for occupational risk will want this service to mitigate their exposure to elements outside their control,” added Peder Kvendset, CEO of AidCom.

Jan-Feb ’14

Event

HOTEL Business Review

World of Coffee & Tea at THAIFEX – World of Food Asia 2014

elebrating its 10 th anniversary, THAIFEX – World of Food Asia, which will be held during 21st – 25th May 2014, at Impact Exhibition and Convention Center, Bangkok, Thailand, is organised by Koelnmesse Pte Ltd, Department of International Trade Promotion Thailand and the Thai Chamber of Commerce. The dynamic international trade fair reaches far and wide to cover the spectrum of food and beverage, food technology, food catering, hospitality service and retail and franchise industries. As one of the three specialised events of THAIFEX - World of Food Asia, World of Coffee & Tea 2014 will feature a comprehensive spectrum of coffee and tea expertise, with an exhibition to showcase a wide-range of products, equipment and services from more than 100 suppliers around the world, and also educational programs for knowledge sharing. The inaugural World of Coffee & Tea 2014, to be staged in Bangkok, Thailand, during 21st – 25th May 2014, is set to be Asia’s premier sourcing, trade and knowledge platform for coffee and tea professionals. A line-up of key coffee industry players will be present at the event. Along with participation from international players visitors can also expect strong local participation from Thailand. The inaugural edition of World of Coffee & Tea has already garnered strong support, both locally and internationally. The World of Coffee & Tea will also focus on the trends in the coffee industry, bringing to visitors the most up-todate perspective, locally and globally. According to Pavinee Khetphanasant, General Manager, Boncafe (Thailand) Ltd, the growth in the specialty drinks sector has escalated, in particular cold beverages. The Roasters’ Choice Award, which took place at THAIFEX - World of Food Asia in 2013, will return this year as one

Jan-Feb ’14

EVENTS’ CALENDER Aahar 2014 10-14 March 2014 Pragati Maidan, New Delhi www.aaharinternationalfair.com HOSTECH by Tusid 12-16 March 2014 Istanbul, Turkey www.hostechbytusid.com EDT Expo 27-30 March 2014 Istanbul, Turkey www.cnredtexpo.com

of the main highlights at the World of Coffee & Tea 2014. . This is the second year the competition is organised in partnership with the Barista Association of Thailand. Following its success last year, the judging panel in 2014 will once again be made up of a strong cast of international coffee experts. They will judge up to 20 participants from SouthEast Asia. A Tasting Bar will feature the unique flavours of 40 different coffee beans at the Roasters’ Choice Award, offering visitors the opportunity to experience the coffee culture in Asia. At the World of Coffee & Tea 2014, trainings, certification programs and education will play a pivotal role. The Specialty Coffee Association of Europe (SCAE) will introduce its wellestablished education program, providing a practical focus on all aspects of the specialty coffee sector, from roasting to running a coffee shop. Participants can enroll in the Roasting and Green Bean modules conducted by SCAE and receive certification recognised globally by governments and international organisations. Michael Dreyer, Vice President, Asia Pacific, Koelnmesse, said, “Coffee and tea have always played an essential role in the world of food, drinks and hospitality. With the growth of THAIFEX - World of Food Asia, we felt that this is the best time to provide the industry with a business platform to meet, network and share information with one another, so that it can contribute to the further growth of this sector.”

Alimentaria 2014 31 March -3 April 2014 Fira de Barcelona, Spain www.alimentaria-bcn.com HOTELEX 2014 31 March -3 April 2014 Shanghai New International Exhibition Center, China www.hotelex.cn Wine & Gourmet Japan 2-4 April 2014 Tokyo Big Sight, Tokyo, Japan www.wineandgourmetjapan.com Food & Hotel Asia 2014 (FHA 2014) 8-11 April 2014 Singapore Expo, Singapore www.foodnhotelasia.com SIAL China 2014 13-15 May 2014 Shanghai New Intl. Exhibition Center, China www.sialchina.com NRA Show 2014 17-20 May 2014 McCormick Place, Chicago, US www.restaurant.org Thaifex- World of Food Asia 2014 21-25 May 2014 Impact Exhibition and Convention Center, Thailand www.worldoffoodasia.com HOSFAIR 2014 26-28 June 2014 China Imports & Exports Fair complex, Guangzhou, China www.hosfair.com

Jan-Feb ’14

HOTEL Business Review

Prestigious Awards for The Leela Palace Delhi The Leela Palace New Delhi marks the beginning of the year with two prestigious awards by TripAdvisor 2014 Travellers’ Choice®. The hotel has been named amongst the Top 25 Hotels in India and the Best Luxury Hotel in India categories respectively for the second year in a row. Commenting on the recognition, Louis Sailer, General Manager, The Leela Palace New Delhi said, “The unbiased reviews and opinions of our guests on the most trusted travel site are testimonies of our hard work which go into tailor-making magical experiences for each of our guests. Therefore it is an honour to

receive the TripAdvisor 2014 Travellers’ Choice® award for the second year in the row. This instates greater responsibility for continuing the legacy of creating excellence on my team, for the year ahead.” The Leela Palace New Delhi embodies the magnificent architecture, grace and elegance of Lutyens’ Delhi. Since its inception, the hotel has earned various distinctions and laurels from prestigious publications, which include names like Robb Report, Condé Nast Traveller, Travel+Leisure among others. The hotel is known for its exceptional guest experience and its unique features that include architecture inspired by Lutyens, interiors that are reminiscent with royal Indian history and state-of-theart technology, unparalleled culinary offerings with its two of the New York-famed gourmet institutions; MEGU and Le Cirque, and relaxation choices with spa by Espa (London). The hotel’s fully equipped gymnasium and the rooftop temperature-controlled pool enhance the hotel’s wellness quotient.

Jan-Feb ’14

News Scan

HVS’s Key Appointments for the Asia-Pacific Region Stephen Rushmore, Jr., President and CEO of HVS, the world’s leading hospitality consulting firm, has announced four significant promotions in the Asia-Pacific region. Emphasising on the tremendous potential this geographical market holds for the firm, Rushmore said, “With demand for international tourism the strongest in Asia Pacific in 2013 and the industry showing considerable resilience amidst the global slowdown, the region remains a major focus for us with nine HVS offices located here.” He added further, “Our recent organisational changes in Asia Pacific enable us to capitalise on the multitude of opportunities and demonstrate our continued commitment towards delivering the best leading advice and services to the industry for which HVS is renowned.” Manav Thadani, Chairman of HVS South Asia since 2010, who became the company’s first employee in Asia more than 17 years ago, has been tapped to lead the larger region in the capacity of Chairman, Asia Pacific. In his new role, Thadani will provide the team direction and ensure that the HVS offices in the region operate cohesively and effectively. He will specifically focus on HVS’s three regional, annual conferences: the China Hotel Investment Conference, Hotel Investment Conference – South Asia, and the Tourism & Hospitality Investment Networking Conference. Thadani will also continue to serve on the HVS Board of Directors. Kaushik Vardharajan, a veteran with HVS with 13 years in the firm, has been promoted to the position of Partner and Managing Director, HVS Asia Pacific from Managing Director, HVS South Asia. During his tenure, Vardharajan performed more than 1,500 market studies, feasibility analyses and valuations in North America and South Asia, with a specific focus on large mixed-use projects and portfolio valuations. Vardharajan will oversee HVS’s growth in Southeast Asia and China from the Singapore office. Dan Voellm will now become Managing Partner, HVS Asia Pacific. Working with Thadani and Vardharajan, Voellm will continue to assist HVS in the overall growth of the region. Having spent nine years with HVS, Voellm has considerable on-the-ground knowledge of Asian countries, having performed assignments in Hong Kong, Taiwan, China, South Korea, Thailand, Australia, Vietnam, Cambodia and Guam. Achin Khanna, Director, HVS Consulting & Valuation team’s New Delhi office, has been promoted to the position of Managing Director, HVS South Asia. Khanna, an integral member of the India team for the past seven years, has completed hundreds of market studies, economic feasibility analyses, and large scale portfolio valuations, varying from limited-service properties to upscale and luxury hotels. Additionally, he spearheads the Transaction Advisory Services for HVS South Asia. “With this team of seasoned, proven leaders, HVS Asia can propel the value of our clients in the region to the next level,” added Rushmore. Here it deserves a mention that HVS Asia Pacific currently has nine offices, which are spread across Bangkok, Beijing, Guangzhou, Hong Kong, Jakarta, Mumbai, New Delhi, Shanghai and Singapore.

Jan-Feb ’14

HOTEL Business Review

Laya Spa at Dooars Sinclairs Retreat Dooars, strategically perched on Chalsa hillock overlooking the Dooars Valley in West Bengal, is a retreat that could be loved by passionate nature lovers. Surrounded by tea gardens with lush green bushes running far, the resort offers a gorgeous view of the Himalayas. The hospitality property has opened a luxury spa. In the

midst of expansive green, the spa reﬂects an ambience of comfort and indulgence. Sinclairs Retreat has commissioned Laya Spa in a tie-up with the renowned SVA Group of the US. The spa services include aromatherapy, therapeutic massages and signature spa treatments.

Ghungroo Welcomes WelcomHotel Dwarka has come up with a nightclub named Ghungroo. It is a place where one can get good music, great cocktails and a relaxed ambience. There are of course appropriate security and safety measures in place. The

spacious, split-level venue includes an ultra-modern dance ﬂoor with cutting-edge audio & visual enhancements. The state-of-the-art sound system has been set up by the UK-based company OHM. Exclusive international acts and imaginative theme evenings are on the cards. The place has the potential to become a hangout zone for the hip and the happening crowd of Delhi and outside.

Jan-Feb ’14

News Scan

A Strategic Collaboration with Great Potential MICROS Systems, Inc. (NASDAQ: MCRS), a leading provider of information technology solutions for the hospitality and retail industries, has recently announced a new strategic global collaboration with Microsoft, Dell and Intel to re-imagine the hospitality and retail mobile experience for employees and customers alike. Taking advantage of recent trends in technology such as the ‘Consumerisation of IT’, MICROS is introducing an ultramodern mobile solution that blends the best of a rich user experience, lower cost tablet devices with extended battery life, and all of the enterprise-grade capabilities provided by MICROS software. MICROS’ Simphony™ Enterprise for Food & Beverage, Xstore™ for Retail, and OPERA™ for Hotels will be the first MICROS solutions available on this new platform. MICROS software, running on Windows 8.1 technologies, coupled with a new tablet by Dell incorporating the latest Intel® Atom™ processor, brings a fluid, beautiful, touch experience to hospitality and retail operators around the world. The solution offers a highly customisable experience allowing any staff member to perform multiple activities from one device. Among other benefits, the staff can dock the tablet onto the MICROS mStation, which provides reliable connectivity to peripherals such as cash drawers, scanners, scales and customer facing displays, and then go mobile for clientele servicing; to show specials of the day, upcoming customer events, and of course, to take orders. Managers can use the same device with access to different information such as analytics, restaurant wait lists and reservations, and to track and manage such metrics as sales and costs, inventory orders and receiving, or labour utilisation. This consistent experience across devices and the flexibility of the solution will help hospitality and retail professionals to be more productive and offer better experiences to employees and customers. “We are excited that our collaboration will enable MICROS to expand the MICROS mobile experience for our clients with a game-changing user interface and affordable, high-performance tablet solution that doubles as a stationary workstation when docked with the MICROS mStation,” stated Russell Butler, Senior Vice President of Global Research & Development, MICROS. “This collaboration exemplifies MICROS’ strategic imperative to remain innovative and continually provides its clients with the latest technologies,” he pointed out. “Dell is pleased to work with industry leaders such as MICROS, Intel and Microsoft to offer an affordable and high performance solution based on the tablet by Dell,” stated Joyce Mullen, Vice President and General Manager, Dell OEM Solutions. “Dell OEM Solutions has been in business for over 15 years helping companies like MICROS bring its own ideas and technology to market by leveraging Dell hardware and services,” he added.

Jan-Feb ’14

News Scan

HOTEL Business Review

Goibibo.com’s New Commercial Goibibo.com, India’s leading online travel portal, which enables travellers to buy air tickets, bus tickets, hotels, holidays & car rentals, has released a new TVC, with the objective to fortify its position in the market. The advertisement has the tagline ‘Bookings

Done Dona Done Done’, which highlights the site’s offerings. With its interesting tagline the advertisement emphasises on efﬁciency, simplicity and value for money that the portal claims to offers to its consumers.

The TVC furthers the idea of how frequent travellers can save maximum time as well as money by making hassle-free bookings through the reliable, cost-effective and expedient medium of goibibo.com. The advertisement shows a young, formally dressed urban professional who is dancing his way through the various features of the portal. It captures the peace of mind that stress-free booking solutions ensure. Sanjay Bhasin, MD, Goibibo.com, said, “Through the new TVC, we aim to really pin down our unique offering as an online travel agent. It highlights the fact that while other players in the market are also involved in giving incentives and better bargains to win the consumer trust, we would rather concentrate on simplifying and streamlining the entire travel booking experience. The USP of our site is the assurance of easy, convenient and trustworthy bookings, which is what makes us gain relevance and credibility among others.” The TVC has been conceptualised by JWT India. Udayan Chakravarty, Creative Director, JWT, Delhi said, “You don’t go to a travel booking site for memories. You got actual travel for that. You don’t go to it for developing an urge for travelling. Your life, personal or professional, needs to do that for you.” He added, “You go to it just to get the travel booking done. The ad cuts through the white noise and says just that.”

MLHS Expands its Hospitality to Central America Muthoot Leisure and Hospitality Services (MLHS), the hospitality division of the nationally renowned Muthoot Group, has announced the acquisition of Costa Rica’s award winning, high-end property Xandari Resort & Spa. This is the ﬁrst acquisition of a hospitality property in Central America by an Indian hospitality company. With this acquisition MHLS now has seven hospitality properties within its ambit. MLHS has envisaged to invest Rs.200 crores in the next two years.

Jan-Feb ’14

Based in Alajuela, Costa Rica, Xandari Resort & Spa becomes the ﬁrst overseas acquisition by MLHS. MLHS has also extended its collaboration with Raxa Collective to manage the property hereon. “The concept of ecofriendly resorts originated in Costa-Rica and this acquisition is an expression of our belief in promoting environment-friendly projects around the world. Moreover, it is aligned to our vision of offering excellent service and hospitality to our guests, complemented by exquisite exposure to the heritage of that region. I am conﬁdent that the uniqueness of this property will appeal to global visitors and will go a long way in strengthening our business here. Having said that, India continues to be our focus market and we will announce our domestic expansion plans very soon,” proffered George M George, Executive Director, MLHS. Xandari Resort & Spa comes across as a tropical paradise of 24 individually

designed villas, nestled on a 40 acre plantation overlooking the Central Valley of Costa Rica. Each villa is designed and dressed up in a combination of barrel vaulted ceilings, thatch roofs, colourful walls, tile ﬂoors, original artwork, rattan chairs and traditional textiles. Adding to the serene ambience are the expansive lawns, covered by palapas. Guests are offered therapeutic spa service, set in the tropical garden with private palm-roofed gazebos, each with its own Jacuzzi and view. The resort also offers farm-fresh cuisines for healthconscious and other guests. The resort has received many recognitions and awards for its exceptional hospitality.

Jan-Feb ’14

News Scan

HOTEL Business Review

The Gastronomic Ssence The Suryaa New Delhi has introduced a new restaurant named Ssence. It has an impressive repertoire of international and local delicacies on offer. Ssence offers global classics like hand-tossed Italian pizzas, Spanish paella

and stone grilled meats. At the same time on offer are Arif Qureishi’s (from the famed Tunde Mian family) galauti kababs, nalli, and sheermal. At the Ssence one can explore a diverse gastronomic journey ranging from Britain’s favourite Bacon Butty sandwiches to the evergreen

Indian classic kesar parantha rolls Asparagus Risotto, Green Cornﬁeld Chicken, Mint & Chocolate Opera, Crème Brulee are some of the must try dishes at the restaurant. While keeping with the health trend of today, Ssence also has pro health cuisine choices as part of the buffet. One can pick up fresh croissant or focaccia from the Live Oven at the restaurant. The salad counter at the restaurant is abundant with a variety of must-try greens and much more. One can satiate one’s sweet tooth at the teppanyaki ice cream station. The bar at the restaurant supplements the sumptuous delights with its heady offerings, which includes a selection of delightful and refreshing fresh fruit juice

cocktails and mocktails. “The concept of Ssence is full of fresh and groundbreaking ideas to dish up international select classics. Our General Manager, Pankaj Mathur and Chef Sanjay Bahl have played a great role in the creation of this international restaurant which will be a benchmark for other restaurants to follow in terms of the food, design, technology and service. It will have a signiﬁcant impact on the city’s hospitality scene. We are looking to give Delhi a great new destination for the best of global cuisine,” elaborated JMD of The Suryaa New Delhi, Luv Malhotra. “It has been a great journey in the crafting of the menu for Ssence. We have a great team and each dish will surprise you with the innovation and chemistry that goes behind it,” expressed Chef Sanjay Bahl, the Director, Food & Beverage of the hotel.

Jaypee Palace Hotel and International Convention Centre, Agra Awarded by MOT Jaypee Palace Hotel & International Convention Centre, Agra has been awarded under the category ‘Best Hotel Based Convention/Meeting Venue’ at the National Tourism Awards 20122013 by the Ministry of Tourism, Government of India. The hotel won the Best Hotel Based Convention/ Meeting Venue award at the National Tourism Award 2012-13. The said hotel, a structural blend of red sandstone and marble, is spread across 25 acres of elegantly landscaped luxuriant greenery. The Convention Centre of the hotel, with its combination of various well planned and well laid out rooms and a business center, can accommodate up

Jan-Feb ’14

to 1500 delegates. The hotel comes across as an ideal venue for MICE by corporates, national and international associations and world bodies. Speaking on the occasion, Mrs. Manju Sharma, Director, Jaypee Hotels, said, “We are delighted to see that the industry is recognising our Convention Centre. It is an honour for us at Jaypee Hotels to receive the recognition. It is the result of consistent effort of the management and the team to maintain the state-of-

the-art Hotel cum Convention Centre and enable continuous delivery of services at the hotel.”

Jan-Feb ’14

Appointment

HOTEL Business Review

Raghu Sapra Raghu Sapra has been appointed as the General Manager for DoubleTree Suites by Hilton Bangalore. Sapra has over 17 years of experience in the lodging industry. He has held several positions with Marriott Hotels, Hyatt Hotels and Resorts and The Imperial New Delhi, in India, before joining Hilton Worldwide in 2011. Sapra has been responsible for the successful launch of the first DoubleTree Suites by Hilton™ hotel in India. Sapra who began his career in the hospitality industry with The Radisson, New Delhi, as a Front Office Supervisor, was involved in overseeing a significant refurbishment at the 524-room Hyatt Regency Delhi, and the in the successful transition of the Renaissance Mumbai Convention Centre Hotel and Marriott Executive Apartments into a 754-room complex.

Rattan Keswani Lemon Tree Hotels has appointed Rattan Keswani as the Deputy Managing Director of the group. An hotelier for over 31 years, Keswani has worked in various hotels in India and overseas. His previous tenures span a wide range of geographies, including Saudi Arabia, Colombo, Shimla, Bangalore, New Delhi and Mumbai. Prior to joining the Lemon Tree Group, he was the President of Trident Hotels during April 2008 to April 2012. Keswani joined the Lemon Tree Group in May 2012. Talking about the new announcement, Patu Keswani, Chairman & Managing Director, Lemon Tree Hotels said, “We are pleased to have Rattan on board as the Deputy Managing Director of Lemon Tree Hotels. He brings with him a wealth of experience. We are certain that his leadership will give strategic direction to the Lemon Tree team as well as help us build operational excellence, to achieve our goals faster and more effectively.”

Maithri H The Tamara Group of Companies has elevated Maithri H to the position of Vice President - Brand & Marcom. Maithri has been with the company since 2011. In this new role, Maithri is responsible for the direction and strategic planning of The Tamara brand with focus on marketing communications, promotion and

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public relations. Maithri will represent The Tamara brand in all national and international fora. She has previously worked with Royal Orchid Group, Vodafone and Xerox. Senthil Kumar N, Director & CEO, The Tamara Coorg added, “We are delighted to make this well deserved announcement. With Maithri’s extensive cross–cultural brand expertise, both inside and outside the hospitality industry, combined with her solid acumen and marketing expertise, we believe that she will successfully continue to support our rapid expansion plans, with holistic and innovative brand initiatives and marketing strategies.”

Roberto Zorzoli Chef Roberto Zorzoli, a native of Milan from Italy has joined the Hyatt Regency Chennai as Chef de Cuisine for the signature Italian restaurant of the property, named Focaccia. Chef Roberto brings with him an enriching experience of over 15 years of creating authentic culinary delights; inspired from his grandparents’ kitchen. Subsequently, he honed his craft with several renowned Chefs. He has had successful pre-opening assignments across Belgium, Italy and Malta. His last assignment before coming to India was in Shanghai, at AD Domus. the restaurant owned and managed by Master Antonio Donnaloia. Chef Roberto is a stickler for fresh ingredients and sobriety in the recipe combinations when in the kitchen. Chef Roberto shall share his family recipes like the authentic Risotto parmesan with parma ham, Fish cooked in bell pepper sauce and squid ink infused rice balls, Pork tenderloin with gorgonzola sauce and walnuts and Ravioli with pork sausage, to name a few as a part of the traditional Italian menu at Focaccia.

Kunal Chauhan The Leela Palaces Hotels and Resorts has announced the appointment of Kunal Chauhan as the General Manager of The Leela Palace Bangalore. Chauhan brings with him a broad array of experiences in various senior positions with The Oberoi Group and The Leela Group. Prior to this appointment, he was the Resident Manager at The Leela Palace New Delhi. Chauhan comes with a strong F&B background. He has set up award-winning operations as the Executive Assistant

Jan-Feb ’14

Appointment

HOTEL Business Review

Manager – Food & Beverage at The Leela Ambience Gurgaon. His operational experience, multi-property management, refurbishment and renovation experience across different hotels are distinguishing facets of his career. Taking charge at The Leela Palace Bangalore, Chauhan said, “The Leela Palace Bangalore really stands out as a symbol of exemplary luxury, but more importantly, as a symbol of Leela hospitality. It is certainly a great honour to take on the role of General Manager of such a magnificent property.”

Philippe H. Charraudeau Philippe H. Charraudeau has been appointed as the Vice-President (Western region) & General Manager for ITC Maratha, Mumbai. Charraudeau brings with him 40 years of global experience in hospitality. More recently, he headed ITC Hotels’ premier property, ITC Grand Chola, Chennai as VP & GM.

He has exposure of working in major luxury hotels, across the globe. An excellent strategist, he has spearheaded the operational and organisational structuring of many developing hotels during his previous tenures. With his extensive experience in the hospitality industry, Charraudeau specialises in successfully opening and running luxury hotels and resorts. He was also awarded the Chevalier de l’ Ordre National du Merite in 2006.

Innovative Dishwasher from Electrolux Professional Electrolux Professional offers food service and laundry solutions to a wide variety of customers around the world. Its products cater to a wide number of sectors, ranging from restaurants and hotels to healthcare and other service facilities. The company has recently launched a new compact rack type dishwasher for the Asian market, thus enhancing the existing line of Electrolux green&clean sustainable dishwashing solutions presently available. Developed to ensure that operators looking to clean up to 250 racks of dishes per hour are being satisﬁed, the new Electrolux Professional compact rack type dishwasher is suitable for high productivity kitchens in hotels and restaurants where space is often a constraint. The new dishwasher not only offers productivity and space saving beneﬁts. According to a company press release, it also presents cost reduction opportunities for operators of up to 19 percent on running costs when compared to similar competitor models. As with the rest of the Electrolux Professional green&clean dishwashers,

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the compact rack type comes equipped with the Electrolux Professional Energy Saving Device (ESD); a highly efﬁcient water pre-heating system that recovers steam to create a comfortable working environment. The new dishwasher also facilitates to provide high levels of hygiene, easy operations and cleanliness with

its automatic dump and ﬁll process. This innovative technology utilises an independent pre-wash tank that uses low temperature water to avoid proteins sticking to wares. The dishwasher also has the Electrolux Professional’s WASH•SAFE

CONTROL system which can ensure high performance rinsing with a constant temperature over 84°C, leading to total detergent removal. It also comes with market leading safety features. The dishwasher is optimised for visibility and easy operations with an LCD display incorporating icons and texts in multiple languages. The simple plug-in design also leads to easy installation with fully external predisposal for water and chemicals. Importantly, operators will not need to open the machine to introduce water and detergents. Riccardo Marzapani, Head of Dishwashing Category at Electrolux Professional, said, “We have engineered the compact rack type dishwasher with common kitchen frustrations in mind, and foresee it to save both time and money for the operators. The appliance is designed with reliability in mind, and works well even in the most extreme environmental conditions such as high humidity”. “The control panel on the dish washer is also incredibly easy to use because of the multiple languages available and clear animated icons. This can be a real advantage for high productivity kitchens with multinational staff, and guarantees peace of mind for those in charge,” he pointed out.

Jan-Feb ’14

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The 4 th India International Hotel Travel and Tourism Research Conference

anarsidas Chandiwala Institute of Hotel Management & Catering Technology, New Delhi, inaugurated the 4th India International Hotel Travel and Tourism Research Conference (IIHTTRC) on 12th February 2014 with the objective to bring industry managers, and tourism and hospitality researchers together to deliberate on the issues related to the travel, tourism and hospitality business. The Honorable Guest at the inaugural ceremony, Gour Kanjilal, the Executive Director at Indian Association of Tour Operators, India, gave his insights. He said, “There is a need for new marketing strategy to emphasise on experiential tourism products through the removal of bottlenecks such as high taxation, regimental visa policy and civic governance.” RK Bhandari, President IIHTTRC and Principal BCIHMCT, welcomed the dignitaries and thanked all the participants for attending the conference. He asserted that due to the changing needs of travellers, increase in competition, and change in macro environment & technology, there is a potential for research in the field of tourism and hospitality. Bhandari also announced the dates for IIHTTRC, 2015 to be 11th-14th February. Dr. Therdchai (Ted) Choibamroong, Foundation Dean and Director, Centre of Integrated Tourism Management Studies, National School of Development Administration, Bangkok, Thailand, gave a keynote address on ‘Asean Tourism Development: Past, Present and Future.’. Explicating the need for creativity in tourism products, he revealed the iceberg model of tourism and stated, “There is a need to pay attention to the supply side consisting of tour operators, people, service, spa, restaurants, safety, natural resources, transportation and hotels, that remains under the ‘water’; with the development and management of

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tourism being the tip of the iceberg.” The 1 st technical session of the day titled ‘Marketing Management in Tourism and Hotel Operations,’. discussed a range of issues, which included the use of social media in the promotion of leisure destination, gastronomy tourism and destination image formation among others. The 2nd track titled ‘Sustaining Environment in Tourism’, discussed emerging trends and developments in the Indian tourism and hospitality industry, entrepreneurial developments in tourism & hospitality industry, and wildlife tourism. The parallel session on ‘Destination Development and Promotion in Tourism’ was chaired by Dr. Therdchai (Ted) Choibamroong. Paper presentations on marketing of pilgrim tourism, heritage tourism, pilgrimage motivation and travel destination choice provided some effective measures that could assure motivation to travellers and reassure value for money by making their trip a memorable one. The second day began with the keynote speech by Dr. Asad Mohsin, Director – Institute for Business Research, University of Waikato Management School, Hamilton, New Zealand. Speaking on ‘Cross Cultural Sensitivities in Hospitality: Potentials for Conflicts and Understanding’, he urged the hotel managers to utilise cultural analysis and insights while dealing with guests of other nationalities. The 1st session of the second day was ‘Marketing Issues in Tourism Products & Services.’ It discussed the impact of cultural attractions and amenities in building image of a tourist destination, the art of marketing handicrafts, marketing difficulties in timeshare vacation holidays, green marketing and its effect on the destination image and also the perception of houseboat owners on houseboat industry in Kashmir.

The parallel track on ‘Issues in Tourism’ took up contemporary issues in tourism highlighting geo tourism, community participation, cinema tourism, GDP and tourism, and niche tourism. The 2 nd technical session on ‘Hotel Operations and Food Service Management’ witnessed paper presentations on hospitality service quality and customer delight, revenue management practices, quality management systems, healthy food options offered by the hotel industry, and eco-friendly practices in restaurants. The 3rd track of the second day was on ‘Human Resource Management: Issues & Challenges.’ It had papers emphasising on strategic training, motivating, E-learning, tourism teaching-learning process and profile of the hospitality supervisor. The third day of the conference began with a keynote speech by Dr. Swarup Sinha, Principal, ITC Hospitality Management Institute, Gurgaon, who stressed on ‘Service Quality and Hospitality Education”, in an effort to mitigate the gap between the two. A panel discussion on ‘Building Stronger Links between Education and Industry’, which comprised of academia, industry stakeholders and industry professionals, was a highlight of the conference. The session was moderated by Dr. Asad Mohsin. The interactive session was followed by various pragmatic recommendations. Some of them were revision of the curriculum as per industry needs; to reduce the gap between industry’s demands and institute’s delivery, providing for continuous industry exposure to the faculty. It was recommended that education needs to have innovation and a strategic focus in order to fulfill the needs of the future. The conference ended with the presentation of the conference report and vote of thanks by RK Bhandari, Principal, BCIHMCT & President IIHTTRC 2014. A cultural trip to Suraj Kund International Crafts Mela at Faridabad was organised for the delegates on the third day of the conference. On the last day of the conference, that is on 15th February 2014, the delegates enjoyed a trip to Agra, the city which gives access to three World Heritage Sites – Taj Mahal, Agra Fort and Fatehpur Sikri.

Jan-Feb ’14

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Unique India and Wyndham Worldwide to Present HoJo in India Unique Mercantile India Pvt. Ltd. has announced its partnership with Wyndham Worldwide to bring its famous American hotel brand Howard Johnson, popularly known as HoJo, to India. HoJo hotels in India will be positioned as a mid-market hotel chain, following the brand’s philosophy ‘Smart Choice for the Smart Traveller.’ The brand will make its entry into India through an agreement between Unique Mercantile India Pvt. Ltd. and Wyndham Worldwide. Under the agreement, Unique India will develop 35 HoJo properties by 2020 across different parts of India, with the ﬁrst property opening shortly in Bangalore. Announcing the launch of Howard Johnson in India, Rahul Rai, Director, Unique India said, “Following an exclusive business model in the hospitality sector, we aim to invest in both incomplete and existing hotels which are not performing at a below average level. We aim to convert such hotels into HoJo properties and provide them with top-notch services with international standards. Wyndham has the expertise in managing and marketing of hotels and with our partnership we hope to strengthen HoJo’s presence in

India; a brand that is recognised around the world.” Talking about the partnership with Wyndham Worldwide he explained, “We are extremely happy to announce our partnership in the hospitality sector with the prestigious Wyndham Worldwide Group. Unique Mercantile India Pvt. Ltd. will invest Rs.2000 crore on various business models for growing the brand HoJo in India. We chose Bengaluru as the destination to open the first property, as this city has warmly accepted all global brands.” The first property reflecting HoJo brand in India will comprise of 117 rooms and suites. The property in Bangalore will open in Hebbal, located close to many large corporate houses. The proposed hotel will have high speed Wi-Fi connectivity in all rooms and public areas, along with well appointed amenities like digitally secured

Indian Tourism Suffers Bereavement The month of February 2014 did have a pensive resonance for the Indian hospitality industry. Francis Wacziarg, who along with his friend and business partner Aman Nath, can be credited for heralding the concept of heritage hotels in India, passed away on 19th February. He was 71. Wacziarg was fighting with blood cancer for the last eight years. However, illness couldn’t lessen his enthusiasm and commitment to his vision. Wacziarg hailed from France but made India his home. He came to our country more than 40 years ago, in 1970, after completing his MBA from France. He fell in love with India, which prompted his decision to stay back in the country. This can be regarded as an extraordinary decision by an extraordinary man. He sought and received Indian citizenship. Wacziarg’s love for India ran so deep that he even refused to go to France for his treatment. In the very recent past, he and Nath were awarded the Life Time Achievement Award by the Tourism Ministry for their work on promoting heritage tourism. He was instrumental in transforming the Neermrana Fort Palace from ruins to a wonderful reflection of heritage hospitality. This inspiring work snowballed into a movement that contributed perhaps to the revival of many erstwhile forts and palaces from progressive extinction, and made history much more relevant for the post-modern tourism industry of India. Wacziarg, who was the Co-chairman and one of the two Founders of the Neemrana Hotels Pvt Ltd., was also a Founding Member of Indian National Trust For Art and Cultural Heritage (INTACH). An ardent connoisseur of music, Wacziarg also set up the Neemrana Music Foundation for the promotion and production of operas in India.

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laptop complaint safes, personal mini bar and refrigerator, tea and coffee maker, working table with ergonomic chair and many more. To add to this, guests would be able to enjoy an outdoor swimming pool on the 5th floor that would afford a panoramic view of the city. A spa and a high-tech fitness centre would be the other attractions of the property. For high powered meetings and business visits, the property would host a 3,500 square feet conference and event space. Set to strengthen its presence in the country, the Wyndham Worldwide Group presently has hotels in places like Agra, Alleppey and Ghaziabad. The partnership with Unique India will witness a phased expansion plan across the country, in states like Andhra Pradesh, Rajasthan, Uttar Pradesh, Jammu & Kashmir, Punjab, Delhi NCR region, Madhya Pradesh, Kerala, Maharashtra, West Bengal, Tamil Nadu, Gujarat and Goa. Speaking about the Group’s expansion Eric A Danziger, President and CEO, Wyndham Hotel Group said, “In the Asia Pacific region, China and India are the major markets for the hospitality industry. Considering India’s growth economically, it is an obvious choice for us to enter the Indian market with this brand. Howard Johnson is a brand with 60 years of rich tradition, and with 500 hotels around the world. It is a great product for an everyday traveller who looks for quality and affordable accommodation. We are excited with the tie-up with Unique India and look forward to expanding the HoJo brand in India, with their expertise.”

Jan-Feb ’14

HOTEL Business Review

Cover Story

Romance with

Hospitality India has an array of luxurious resorts whose pristine environments are quite suited for giving an impetus to the romantic spirits. These secluded hospitality options amidst the splendours of nature can be smartly marketed to target couples of all ages and nationalities (for love and passion don’t need permission from age, neither is it limited by geography) urging them to spend their romantic sojourns there, which can obviously come across as a refreshing breather to the hectic tension filled lifestyles of today. Especially, just prior to the Valentine’s Day and also during the Valentine’s Day celebrations, in the New Year eve, and just before and also during some other important celebrations these resorts’ romance quotient could be solely focused upon in their marketing endeavours or as their USPs, so that they can stand out from the crowd. Of course, already the propagation of such savvy marketing initiatives is not being ruled out. Here Ashok Malkani explores a few of the enchanting hospitality possibilities where one can take one’s loved one to celebrate love and passion amidst romantic nature. 28

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espite the unabated march of environmental pollution, India still has some tranquil hill stations, magniﬁcent forts and forests, and ethereal beaches and there are some stunning resorts to supplement these beautiful settings, which together have the potential to infuse enduring romance in the Indian tourism and hospitality industry. Here are a few of those resorts that one could resort to for making one’s loved one sweep off her/his feet.

Around Wildernest Quite close to Mumbai is the Wildernest Nature Resort, high up on the Western Ghats, at the meeting point of Goa, Maharashtra and Karnataka. Located on the Goa-Karnataka border, amidst picturesque settings and serene surroundings at a height of 800 metres above sea level, the drive to Wildernest is a treat in itself for the fatigued urban travellers. Overlooking the Swapnagandha valley, from the resort one can get a fascinatingly panoramic view of Goa. Did anyone say that you need to travel to the end of the world for some quality time with nature in its pristine form?

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They were wrong. Ironically, the place is not too far from the surf and sand and the madding crowd of Goa and here lies an opportunity of romance of a life time, with nature and as well as with your loved one. This resort provides the perfect retreat to the lap of nature. According to the management, this resort is the result of an idea of a group of eccentric nature lovers who were sitting one day atop the Lasni Temb, a mountain 817 meters above sea level. They had a dream in their creative minds (no, heart can’t dream) and the dream was to have one of the ﬁnest nature resorts in the Swapnagandha Valley. The dream is now translated into the reality or rather the realty of Wildernest Nature Resort. The resort is located amidst thick expanse of forest tracts at 800 metres above sea level, overlooking the Vazra falls and the panoramic view of almost entire North Goa. Wildernest is an unsung and un-spoilt resort created to introduce you to the nature. At the paradise called Wildernest, your day will begin with the melodious chirping of birds and the unspoiled beauty of nature’s sights every morning, and the day would glide right into

breathtakingly beautiful sunsets. Succinctly, Wildernest is for those who want to enjoy the joy of tranquility with comfort, nestled in nature. Wildernest Nature Resort is where you would discover the sounds of silence…. where natural flora offers you a youthful fragrance, and the melodious rhapsody of all kinds of creatures during the entire day, enlivens your being. This place would get you involved by itself, a place where you can be all by yourself…or with your loved one, where nature is waiting just for you! An avid birdwatcher would find the place a delight to explore. Around the resort one can find almost 140 species of birds, which also include nilgiri wood pigeon and the small sunbird, considered endemic to the Western Ghats. One can also find the endangered Long Billed Vulture resting here, for the area is the nesting ground for this bird. At the waterholes, especially during summers, you can get glimpses of many animals. Alternatively, spend some time at the bonfire with local roots and vegetables being toasted to taste, and relish these savouries with your loved one while the moonlit sky gives you company. The local folk dances can also infuse new rhythm into your senses.

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To Elsewhere Another place that you could alternately choose is named ‘Elsewhere’. The name itself breeds romance in the mind, and the place has the potential to fulfil such a promise. You can find your ‘Elsewhere’ in a former Portuguese colony, amidst a forest of coconut trees, on a spit ‘liquid sandwiched’ between the azure blue waters of the Arabian Sea and a salt water creek. To be more precise and prosaic, Elsewhere’ is located in Goa, and is close to the Ashwem beach, despite being quite far from it in terms of environment. The road follows the Chapora river downstream through fishing hamlets before turning north. From here it winds through fields full of rice, chillies and onions before climbing on to the plateau giving breathtaking views of the beach and the Arabian Sea. A few kilometers further on you will drop down and follow the shoreline until a creek forces the road to turn inland. Stop here to admire the view because ahead lies ‘Elsewhere’. The property or the state of mind (as you perceive it) is ideal for intimate romantic sojourns for love birds, away from the demands and expectations of the day-to-day grind. ‘Elsewhere’ includes four beachside Portuguese bungalows, surrounded by a creek and an environment of solitude. Access to ‘Elsewhere’ is through a private, bamboo footbridge across the creek that separates the beach from the rest of the world. Sharing the same idyllic beach as ‘Elsewhere’ beach houses are the ‘Otter Creek Tents’. There are three comfortable tents on the beach and they face the creek, which runs parallel to the sea. Each tent can sleep two in a double four-poster bed and has a private en suite clean western style toilet and bathroom with

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running water and hot shower facilities. Each tent also has its own sit-out and a bamboo jetty, over the creek. The whole area around ‘Elsewhere’ is a nature lover’s dream come true with an abundance of birds and aquatic life including otters, which can be seen nesting in the vicinity of ‘Elsewhere’ Otters nest only a few meters upstream from the tents and can even be seen swimming past the tents. If your visit coincides with the nesting of a marine turtle on the beach or the hatching of marine turtles, you may witness one of the wonders of nature that can be a part of your future memories.

Joy at Anandvan For the Mumbaikar who is reluctant to travel far, there is the Anandvan Resort in Bhandardara, just 170 km away from the heat, sweat and tensions of Mumbai. Perched in the hills at 2800 ft., the resort is surrounded by wilderness. The resort presents an oasis of comfort amidst the rugged and spectacular mountain beauty. This is a place where the guests can stay at luxurious private cottages & villas, relish natural food & experience an authentic reﬂection of Bhandardara’s culture and history. For the Mumbai people it is a perfect weekend getaway resort, particularly with your loved one. Nestled amidst an ambience of seclusion and serenity of Maharashtra’s rolling Sahyadri hills, which have been recognised by bio-geographers for their distinctive plant and animal communities, you can relax here and lose yourself in the ﬂora and fauna of the surroundings. Relatively unexplored by the mainstream tourists, Bhandardara means a valley of treasures. And true to its name, the place hosts a wealth of

natural treasures which the tourists out on romance would cherish. Here one can find the highest mountain peak of Maharashtra, one of the large lakes of the country and the cascading waterfalls to admire. Bhandardara region comes on the highest plateau of the Western Ghats. The average height of the hills here is 1400 metres. That makes the forest deep and evergreen on the western side. At some places floor remains wet throughout the year. During monsoon when rain hits its first chord, wild orchids awake with the violent pink colour on the tree trunks. Yes, you can marvel all these during your stay at monsoons at Anandvan Resorts. When rain gets settled, micro flowers start sprouting out of the wetland. Pink, violet, white, yellow, blue, all sorts of colours turn the jungle bed into a colourful carpet. In mid August, Sonki flowers (golden) get swayed by the wind and cover the mountain range. If you are lucky Karwi can show its ‘violet pink’ face after every seven years on your visit to Bhandardara. And one of the ideal ways to enjoy the unspoiled natural beauty of Bhandardara and let the long lost romance ignite could be attained through a stay at Anandvan Resort Accommodating a maximum of fifty guests at a time, the resort seems to be inspired by the extraordinary landscape around. It melds the offerings of thrilling outdoor, recreation and Ayurveda treatments, with the unsurpassed natural beauty of Bhandardara To the guests, Anandvan’s accommodation option would come as an unexpected and pleasant surprise. They are unusually large. The 12 independent suites offer an exclusive, comfortable and personal environment for the guests. More important, though, is their unique design which is ingeniously built from authentic local stone and hand-crafted by local tradesmen. The resort’s cottages & villas are a good choice for all those who enjoy a sense of space. Each of them discreetly nestles its own private garden, offering the perfect place to unwind and bask in the perfume of flowers as the cool forest breeze wafts into your being. All these make the property an ideal haven for romantic souls. Every cottage and villa of the resort affords a breathtakingly beautiful and

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panoramic view of either the hills, or the huge Arthur Lake and the surrounding meadows. And yes, no two accommodations at the resort are exactly the same. Being an eco-resort there are no motorised activities, which means a peaceful and blissful time except for the conversation, the sweet nothings, the laughter, the birds’ chirping, the crickets and the music. Can heaven be far away?

Bliss in the God’s Own Country And when one speaks about resorts, it is imperative to speak about Kerala, the God’s Own Country, with its languid backwaters. The place is famous for its spa resorts. But the LaLiT Resort & Spa Bekal is not a place which boasts only of its spa. Its surrounding natural beauty is also ethereal. Located in Kasargod, the northern district of Kerala, this wonderful luxury beach resort is spread across 26 acres of virgin stretch of northern Kerala. This wellness paradise is located only 12 km from Kasargod Railway Station and 75 km from Mangalore Airport. The resort has a large, well appointed spa that offers health and lifestyle consultations, Ayurvedic treatments, western and eastern therapies, beauty treatments and yoga. Surrounded by natural backwaters from three sides and having internal lagoons meandering though the property, at the resort one can view lagoons, backwater and the sea and all these vast expanses of liquid can help infuse the romance in your senses. The focus of the quality resort is to offer its guests added value with a host of personalised services. The spa resort

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has high level of luxury with privacy, in its 37 rooms, a presidential villa and a ﬂoating cottage, called Kettuvallam. The accommodation options include the 24 hour dedicated holiday host service. The holiday host is the guest’s one point contact to make their stay more comfortable by arranging everything for the guests, from in-room checkin to restaurant reservations and spa appointments. The romantic souls would not have to worry about the mundane things while staying at this resort. Rejuve — The Spa at The LaLiT Resort & Spa Bekal is located on the prime spot of the resort, overlooking the lagoon. The spa at this luxury spa resort spreads over an area of around 20,000 sq. ft. which includes 13 multifunctional treatment rooms for Ayurveda, international therapies & beauty services. Ayurveda being the prominent theme, Rejuve — The Spa at The LaLiT Resort & Spa Bekal offers all Ayurveda therapies in their authentic & traditional forms. The different wellness experiences offered at Rejuve- The Spa include PunarnavamRejuvenation program, NairmallyamDetox program, Lavanyam - Weight management program & Jeevanam- Anti-aging program. To enhance guests’ experience the resort organises and provides for several guests’ activities. While staying at this luxurious resort, besides exploring a variety of wellness options, the guests can unleash their adventurous spirit through kayaking and canoeing on the backwaters, tour the local village on cycle, try her/his hand at angling and pottery, indulge in beach volleyball, savour local

dance performances and more. All these can help one ﬁnd oneself with one’s loved one…amidst opulence and solitude. Bekal Fort, Chandragiri Fort, and of course the backwaters and beaches can be the ideal travel options nearby; for travels the travel desk at the hotel’s lobby will assist the guests.

The Romantic Resort The Tamara Coorg in Coimbatore is another wonderful resort for igniting or rekindling romance among souls. Here modern comforts, unspoiled nature, and ageless Ayurveda coexist together to create a wonderful tourism recipe. A pristine environment, a gently sloping topography, an east facing orientation and two waterfall streams flowing through mean it is the perfect retreat. The stunning resort opened in 2012.The property is located in the Kabbinakad Estate, which is nestled in the steep and densely shaded hills of the majestic Western Ghats. The estate comprises of coffee and cardamom plantations, interspersed with pepper vines on silver-oak and hardwood species such as rosewood. All these are surrounded by a wealth of native flora and fauna. The boutique resort comprises of 30 luxury cottages, which are made almost entirely of wood. These elevated cottages sit on stilts, offering scenic views of the plantation and waterfalls. The Tamara Coorg is also a place for magical and intimate dining experiences such as a candlelit dinner by the waterfall, with the surrounding tree- lines glowing with thousands of fireflies. The Tamara Coorg can be construed

Cover Story as an answer to the prayers of jaded spirits which are yearning to be rejuvenated by the sounds of bird song and water rush. Here the lush greenery, trekking trails, beautiful people, ﬁne food can together help the romance to grow in the air…and among the minds. Awarded the ‘Best Romantic Resort’ in India by CNBC AWAAZ Travel Awards 2013, The Tamara Coorg focuses on providing its guests with exclusive personalised hospitality services with immense importance towards biodiversity. The solitude envelops the quaint resort, which helps you get in harmony with the verdant nature around.

Serenity by the Lake And if you are based somewhere in the east or north-east, then Ri Kynjai Shillong is an ideal place for romantic retreats. A resort presiding over the picturesque Umiam Lake, located just 20 km from Shillong, is aptly named Ri Kynjai — Serenity By The Lake. With the backdrop of the sombre Khasi hills, Ri Kynjai is set amidst groves of pine, lush paddy ﬁelds and a small

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organic tea garden. The resort is located in the Cherrapunjee-Mawsynram district, which happens to be one of the rainiest areas of our blue planet. No wonder the resort was designed in Khasi style, with upturned boat shaped roofs which can shed excess water. The traditional touch of village has been given to the roofs by materials like the bamboo, red pine local stones & thatch rooﬁng. The compound of 45 acres is divided into three categories of architectural styles and forms interwoven into one whole, to combine convenience and luxury together. Of course, a panoramic view of the Umiam Lake is a bonus for those staying at the resort. The resort comprises 17 commodious rooms, which are elegantly decorated and are spruced with modern-day amenities. The rooms are divided into three categories, namely, Supreme Room (Forest View Balcony), Vernacular Hybrid Cottage (Lake View Balcony) and Superior Room (Lake View Balcony). The guests at the resort can also go for trekking and nature walking trails. A walk around the resort meanders through tall

pine groves along the waterfront to the paddy ﬁelds across and the quaint organic tea and vegetable garden patches, offering great visual delight to the discerning travellers. Trekking in the Khasi hills, or an afternoon of walking across the living tree-root bridges at Laitkynsew, which is 80km away from the sylvan resort, are some of the adventure options where the bonds of romance can be strengthened. One can sum up by saying that these wonderful hospitality properties and similar such hospitality properties can gain more footfalls if they highlight their romantic quotient, that is the conducive environment and atmosphere in terms of natural surroundings that these properties do have for the romantic souls, as their USP. This savvy marketing would get them not only more honeymoon couples, but even die-hard grey haired romantic spirits whose romance quotient has been ebbing after decades of matrimony. These endeavours can eventually endow maturity to a new genre of tourism in India, which can be termed as the romantic tourism. 

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Business

HOTEL Business Review

Need to Enhance

Tourism Revenues By Swarnendu Biswas

ith the plummeting of rupee with respect to dollar during the past months, the outbound travels from India have become costlier. This in turn makes domestic destinations more economically viable to the outbound travellers from India as compared to the many foreign destinations, than they were a year ago. This is a great opportunity or potential for the Indian tourism and hospitality industry to enhance their revenues.

Tapping the Outbound There is no denying the fact that domestic

Jan-Feb ’14

tourism is showing an impressive growth trend. The number of domestic tourist visits to states/UTs registered an increase of 19.87 percent during the year 2012 over 2011 as compared to an increase of 15.6 percent in 2011 over 2010. According to the statistics on tourism in India released by the Ministry of Tourism, during the year 2012, the number of domestic tourist visits to the states/ UTs was 1036 million as compared to 865 million in 2011 and 748 million in 2010. However, at the same time it must be maintained that our domestic tourism entails huge lost opportunities

unless we channelise a sizeable section of our outbound tourists’ travel options to domestic locales. According to the ﬁgures of the Ministry of Tourism, the number of Indians travelling abroad was only 1.9 million in 1991, which escalated to 12.99 million in 2010, reﬂecting a more than impressive compound annual growth rate of 10.5 percent. Moreover, according to the Ministry of Tourism, the number of Indian nationals’ departures from India during 2010 registered a growth of 9 percent over 2009 as compared to 1.8 percent growth in 2009 over 2008.

Business During 2011, more than 15 million Indians travelled overseas, for business and leisure. Tourism Australia stated that “Outbound travel from India increased from 15.5 million trips in 2011, to 16.1 million trips in 2012.”According to the predictions of Tourism Australia, the outbound travels from India could escalate to 50 million by 2020. The statistics of the growth of outbound travel from India during the last two decades borders on bizarre, but it is a reality. Simultaneously, many of the wonderful domestic destinations or regions in India (like the North-East region of India) having huge potential for domestic tourism lie relatively unexplored by Indian tourists at large. The fact that ten states of India accounted for 84.5 percent of the total number of domestic tourist visits during 2012 amply showed how lopsided and unexplored our tourism scenario was. Of course, the situation is not much dissimilar two years from these statistics. In this regard, if the travels of many of our habitual and potential outbound leisure travellers can be directed

HOTEL Business Review

into domestic destinations, they can signiﬁcantly increase the revenues of our tourism and hospitality industry. As the outbound leisure and business travellers from India are likely to have more than decent disposable incomes, they are likely

to spend healthy amounts on India’s tourism and hospitality industry, if their travel options are directed towards domestic destinations. Especially, in the backdrop of the sluggish trend pervading through the

Jan-Feb ’14

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HOTEL Business Review

Indian hospitality industry, our state governments (since tourism is a state subject) and hospitality players cannot afford to let go off this potential and lucrative market. In fact, the revival of Indian hospitality industry can be quickened through conversions of many of our habitual and potential outbound leisure tourists into domestic leisure tourists, even if for a year or two, and in this regard the miserable dollar rupee ratio can facilitate the process.

More Need for Adventure However, in order to attract more numbers of habitually and potentially outbound leisure and business tourists to the domestic destinations the Indian tourism and hospitality industry as well as the state governments need to improve on several fronts. Now a great many of our well-heeled and globally travelled tourists are getting interested in exploring out of the ordinary experiences. In fact, many of our tourists(whether they chose to be domestic or outbound in their travelling options), particularly in the young, widely travelled and well-heeled segment, are becoming more adventurous and experimental in their leisure travels than before. And if they can afford to do bungee jumping over mighty river gorges in New Zealand or skiing in Switzerland or scuba diving in the Great Barrier Reef in Australia or yachting in Jamaica, they are unlikely to be inﬂuenced by the run-ofthe-mill tourist options or conventional and overly crowded tourist destinations in the country, which often lack the basic sanitation infrastructure. In this regard, boosting of adventure tourism infrastructure in our country can encourage many of our intrepid

Jan-Feb ’14

outbound tourists to explore and satiate their adventurous spirits within the country itself, much more affordably than they did in the foreign locales. India has many fascinating destinations of natural spelndour, where adventure tourism infrastructure can be developed. But the potential for adventure tourism is far from getting fully exploited in India. According to Sumitra Senapathy, the intrepid traveller and the internationally renowned travel writer who has wide adventure tourism experiences and runs a travel club named Women on Wanderlust(WOW) that organises allwomen trips the world over, believes that presently the infrastructure and as well as the equipment for adventure tourism in India is generally quite poor. According to her, “The hills of Himachal and Uttaranchal are great destinations for trekking, camping, rafting and mahsheer ﬁshing besides rock climbing, rappelling and such other activities. The deserts of Rajasthan are great for camel and horse safaris as well as dune bashing. Kashmir is also a great destination for skiing, trekking

and camping, ﬁshing, cross country snowmobiling and sledging.” Here it deserves a mention that Sumitra’s adventurous travels would make many a seasoned traveller’s jaw drop in amazement. She has kayaked the South China Sea, snorkelled Great Barrier Reef & Red Sea, sailed the waters of Seychelles & Maldives, rafted the Zanskar in Ladakh, self-driven through New Zealand, cruised the Mediterranean, camped out in the African bush… the list of her adventures in travel is astounding indeed. According to Sunila Patil, the Director of Veena World, a Mumbaibased travel company that excels in domestic & international tour packages including guided group tours, exclusive tailor-made holidays, corporate MICE travel among others, “A sure shot way by which we can further the growth of adventure tourism in India is by effectively improving the infrastructure and involving individuals who are specially trained, skilled and experienced in this segment. This will also increase among the adventure tourists a sense of having a ‘secured’ and yet adventurous holiday.” The Indian hospitality industry should not solely rely on governments for giving an impetus to adventure tourism. For example, we need more tree top resorts than we have now. The diversity in adventure tourism properties is also needed. What about having futuristic adventure tourism options like ice hotels or underwater lodge, which have been realties in the west? Furthermore, more and more hotels located close to deserts, sea and mountains should also be more proactive in organising creative adventure tourism activities in and around their precincts (like scuba diving, desert safari, jungle safari, etc.) which can encourage many more habitual and potential outbound travellers from India to checkin at those hospitality options.

Promoting Offbeat India

Manju Sharma

For giving a ﬁllip to domestic tourism, besides promoting adventure tourism more vigourously in terms of infrastructure and awareness exercises and developing new destinations for adventure tourism in India, the states and the tourism and hospitality industry should concertedly try to promote the

Jan-Feb ’14

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HOTEL Business Review

offbeat locales and the lesser known geographies of India (for example the North-East) with more sincerity than they are doing now. This would encourage many of our outbound leisure tourists to explore India. It is unlikely that Indian tourists who travel to Greece or Jamaica will be impressed only by the conventional tourist destinations like Shimla or Hardwar, Mussoorie or Goa. Chances are they have explored these destinations many times over before setting their eyes on foreign shores to satiate their wanderlust. Many of our more than 1.5 crore outbound tourists for business and leisure could be diverted to the Indian locales, provided we market our off beat destinations in a savvy manner and supplement these marketing endeavours with more and better hotels & resorts with state-of-the-art banqueting and conferencing facilities, better roads and transportation facilities, and other facets of hospitality infrastructure in these offbeat domestic locales. Developing classy business hotels and resorts in a more proactive manner in these lesser known destinations can also give an encouragement to the MICE and conferencing crowd in these places, thereby boosting their local economies. May be the immediate gains in terms of tourism revenues through promotion of offbeat locales would not be that high, but there is a high degree of possibility that within two-three years of a signiﬁcant exercise in this direction, a sizeable number of our potentially and habitually outbound and as well our conventional domestic tourists could divert their travel options towards the offbeat, lesser-known and fascinating India, which is likely to be unknown to a great majority of them. Besides the relatively unexplored North-East region, some fascinating lesser known tourist locales of India include Ganapatipule, an idyllic village by the sea on the Konkan coast, located 375 km from Mumbai, where religious resonance matches nature’s breathtaking beauty; Digha, a scenic sea resort located 187 km away from Kolkata, where the Bay of Bengal can be marveled at one of its turbulent best forms; Khajjiar, located just 23 km from Dalhousie by road where the greenery and serenity can parallel that of Switzerland, Majuli, the largest

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Vikas Sharma

fresh water mid-river deltaic island in the world, located on the Brahamputra river, which not only can give the tourists glimpses into its great bio-diversity but also affords insights into the neoVaishnavite tradition of Assam, among many others.

Quality Tourism Product The hospitality industry of the country should not only concentrate on attracting the habitual and potential outbound travellers to the domestic destinations, but should also make the right efforts to present Indian tourism and hospitality options in a more attractive way to more and more foreign tourists. With the fall of rupee, the Indian destination has become more economically attractive to many foreign tourists and the tourism and hospitality industry should use this opportunity to make tourism and hospitality of India more attractive to them quality wise too. “If India is to realise its enormous potential in tourism, it must provide world-class tourism products and destinations to compete successfully for a larger share of the Asian tourism market,” proffered Mrs. Manju Sharma, the Director, Jaypee Hotels. “The scope and reach of domestic tourism will have to be broadened through the development of destinations that match international standards in terms of price, quality, infrastructure, and facilities,” she added. According to her, “The lack of quality infrastructure, uncompetitive rates, difﬁculty in getting access to information on travel and tourist destinations, untrained service providers, and

above all, the lack of hygiene together has enormous negative effects on the competitiveness of our tourism.” The dynamic businesswoman couldn’t have been more true. Many a time, the lack of infrastructure hampers the tourism potential of a wonderful place or state. The world class tourism products and destinations are not only the result of great natural beauty or historical and architectural spendour. They are also the products of quality infrastructure, qualiﬁed personnel and right rates of airfares. Of course, the quality tourism places and states should also be creatively promoted through print and audio-visual campaigns. For example, it requires much introspection that why Orissa, which has great historical and religious heritage, wildlife, and awesome natural beauty to offer, garnered only 66,522 foreign tourists during 2012-13, which was a marginal increase over its 2011-12 ﬁgures of 62,816. Providing a safe and welcoming environment for travellers is important, and regarding this special emphasis must be given towards providing safe and welcoming environment to the lady travellers. Nowadays, thankfully, a great many women are not at all reluctant or apprehensive of traveling single, especially for their business tours.

Ladies Special Single lady travellers now comprise an important emerging market for the Indian hospitality industry, and the industry is making intelligent efforts to tap this niche segment. But more imaginative efforts are needed in this direction. For example, devoting one floor of a five-star hotel or resort or few of the best rooms of a budget hotel to single lady travellers at affordable rates and providing the women travellers(irrespective of whether they are single or with family or friends) with best possible safety and security measures are necessary steps, which of course can be supplemented by inducting women trainers for adventure activities and organising of womencentric entertainment programmes for the female guests. Some of these facilities targeted towards the women travellers have already been seen across many fivestar hospitality properties, but this trend should percolate to other lower rung

Jan-Feb ’14

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HOTEL Business Review

hospitality properties too. In this regard, the hotels must ensure that women butlers, women chauffeurs and women DJs become the usual practice of the hospitality industry of India and not the exceptions. At the same time, the Union and the state governments should together make earnest efforts to ensure that no lady traveller is threatened, harassed or inconvenienced in any way, while travelling within a destination, and while travelling from one destination to another. This should be accorded top priority if we want to present India as a safe destination for foreign and domestic lady travellers.

MICE Means Business Improvement of our tourism infrastructure and ensuring perfect safety for female tourists is very much needed towards making India a world class tourist destination, which can attract moneyed and discerning domestic and inbound tourists in huge numbers. Of course, in these areas the state governments need to play a much more proactive role. Besides our hotels need to develop their MICE and banqueting facilities, spruce up their F&B options and develop their wellness quotient. According to.Manju Sharma, “After seeing the industry trends, we can say that top quality MICE, F&B and spa offerings are needed for making a ﬁvestar hotel a perfect haven for discerning travellers.” MICE market is expected to be one of the important propellants of the growth of business travel in India in the near future; in a country which is a lucrative market of highly skilled and affordable BPO and IT manpower for the multinationals. Not only hotels need to improve their MICE facilities to attract more domestic and inbound business tourists, but more state-of-the-art convention and exhibition facilities across the country should come up, especially in offbeat but wonderfully enchanting tourism locales, so that business tourists can get the perfect cocktail of brainstorming and relaxation at one place. Nirmal Khandelwal, the Director, FCML, opines that presently very, very few hotels in the country have the requisite infrastructure to handle large conferences. The exhibition scenario, according to him, is also plagued by

Jan-Feb ’14

Nirmal Khandelwal infrastructural bottlenecks. He cited about one important national level exhibition on F&B and hospitality sector where even parking facilities and food quality were not up to the mark, which caused his foreign guests considerable discomfort. ”If our overall conference and exhibition scenario doesn’t drastically improve, the domestic tourism is unlikely to garner its potential revenues,” asserted Khandelwal. FCML is a lifestyle retail brand that brings a range of hospitality supplies, European luxurious bathroom design products, elegant and contemporary home décor products & accessories and à la mode collection of beautiful, eco-friendly, recycled tiles, all inside one parapet. FCML is an important supplier in the Indian hospitality industry.

Wellness and Others The spa has also graduated from a luxury to an integral part of lifestyle among the afﬂuent India. An expert views that India is one of the fastest growing modern spa and wellness markets in the world. According to the report titled Indian Beauty Salon and Spa Industry: Trends & Opportunities (2012-2017) the beauty services and spa industry of India has been witnessing increased number of international players. According to the report, which was published in December 2012, the market which was earlier women-centric has started concentrating on male grooming and is coming up with

large numbers of unisex salons. Existing players in the market are adopting franchisee route for expansion. The growth showcased by the industry has also caught the interest of private-equity and venture-capital investors who are funding expansion plans of businesses in the segment. This opportunity should be cashed in by the Indian hospitality industry by coming up with more luxurious spa resorts, which can augment wellness tourism in India. The growing interest in spiritualism and Ayurveda in the west can also increase India’s viability as a tourist destination among the foreign tourists. However, the revenues through religious tourism, eco-tourism, rural tourism, etc. would enhance appreciably in the near future, only if India can supplement its natural advantages in these areas with proper infrastructural and HR support. As dirty roads and hotels (here I am not talking of five-star properties) can mar the spirituality of religious tourism, an under qualified spa therapist or a sleazy spa can make the wellness experience distasteful. “The growing interest in cultural tourism, spiritualism, ‘wellness’ holidays, eco-tourism and rural tourism would tend to favour India, provided the country can maximise its natural advantages in these areas,” explained Manju Sharma, pragmatically The hotels should also focus on going the extra mile in creating pleasant memories for the guests to cherish. “Jaypee Hotels focus on creating memories and great experiences for the guests,’ stated Manju Sharma. In this way the property can play a conducive role in influencing repeat visits to a given destination. Manju Sharma reasoned that the “MICE participant who comes to a destination has possibility of returning for a leisure trip at the same hotel in her/his next visit to the given destination, if she/he had a great experience at the hotel as a MICE delegate.”

Devotion with Sanitation It is common knowledge that India has numerous religious sites and shrines, which are enough to make a devotee of religious tourism to explore for at least a lifetime. From Varanasi and Jammu,

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deterrents for the growth of the Indian tourism and hospitality industry, which he thinks make many a hospitality projects in the country economically unviable. He urged the government to release some of its huge reservoir of land at affordable cost for the future hospitality projects.

Involving the People

from Ajmer to Tirupati, and from Goa to Puri to Rameswaram, the thread of religious tourism in India spreads across the length and breadth of the country. It is lamentable that many of our important destinations of religious tourism, such as Varanasi, Puri, and Hardwar are lacking in terms of sanitation. This may discourage many Indian and foreign tourists from exploring these destinations or extending their stay at these destinations. Many of our famous centres for religious tourism could generate greater number of foreign tourists, and much better revenues, with better cleanliness of their environment. Addressing spiritual needs in an unhygienic atmosphere is quite a challenge for the soul. “The huge potential for religious tourism in India can be realised only if various challenges which include problems associated with waste management, air pollution, monetisation of religion and lack of scrutiny of religious trusts are dealt with in earnest manner. Moreover, as India has abundance of religious centers across the country, there is need to create nodes near these religious centers with already a basic infrastructure present, and from where the tourists can plan their day trips,” explained Vikas Sharma, the General Manager at Hive Panipat. Here it deserves a mention Hive Panipat is a modern international standard hotel that provides to the guests affordable luxury in the form of quality services and facilities amidst picturesque surroundings. The 45-room hotel is

Jan-Feb ’14

located in the industrial town of Panipat,. just 5 km from the railway station. The rampant environmental pollution of hill stations is also an issue that needs to be tackled in a concerted manner by the governments and as well as the Indian tourism and hospitality industry. “The hill stations in India are a British legacy. We have not signiﬁcantly added to the list of hill stations after independence, but the worst part is that we have allowed the existing hill stations to deteriorate,” stated Manju Sharma quite candidly.

Realty Issues Manju Sharma also believes in developing the tourism potential of tier-II and III cities of India. Many of them like Kolhapur, Nasik, Ludhiana and Panipat are industrial towns and are frequented by business travellers. “The state governments and the tourism and hospitality industry should work on providing world class infrastructure in terms of roads, transportation, hotels, restaurants, water supply, power, etc in these cities and towns. Optimum utilisation of modern marketing and publicity tools can help in enhancing the tourism potential of these cities and towns,” elaborated the visionary hotelier. Besides the growing business potential of the tier–II and tier–III cities of the country, which is giving an impetus to the demand for hotel rooms in these cities, the exhorbitant real estate prices across Indian metros are also perhaps encouraging many hospitality players to set up hotels across tier-II and tier-III cities of India. According to Khandelwal, the high real estate prices are one of the major

Vikas Sharma stresses on the affordability factor of tourism. “Big cities have many high quality hotels & resorts for the high-end travellers. But we have paucity of simple affordable accommodations with good quality food at reasonable costs for people who cannot afford a luxury stay and looking for budget options,’’ he afﬁrmed. He believes that in order to encourage domestic tourism and to attract more numbers of inbound tourists to India, the local people of tourist destinations can also be made partners in hospitality. “Awareness and training must be spread among local people who are willing to accommodate the tourists in their homes turned guest houses. We must teach them that what common facilities they need to attract foreign tourists, and also about the food preferences of the foreign tourists. The government can also give subsidy to these people to develop their facilities. This will provide domestic tourists and as well foreign tourists who are not that rich with more affordable options to stay in their travels within the country,” elaborated Vikas. To sum up, we can say that more focus on MICE and wellness, development of adventure tourism destinations and adventure tourism infrastructure, promoting offbeat tourist destinations, according more emphasis to the sanitation, especially towards sanitation infrastructure in places of religious tourism, attaining affordability in real estate prices, greater focus on developing the tourism and hospitality potential of tier-II and tier-III cities, and above all creating a welcoming environment for single lady travellers whose numbers have increased considerably over the years, are some of the measures which both state governments and the tourism and hospitality industry should concertedly undertake. Only then the real potential of our domestic and inbound tourism can be translated into enormous growth for the economy. 

itpo

Jan-Feb ’14

Property

HOTEL Business Review

Samode Safari Lodge

Responsible Hospitality Amidst Wilderness By Sharmila Chand

amode Safari Lodge, a member of Relais & Châteaux, stands out for its unique materials and concept, for its contextual relevance to the place, and for its stateof-the-art contemporary ﬂair. As I alighted from the train at the quaint, neat and clean station of Umaria in MP, my weary eyes caught a smart boy holding a placard of Samode Safari Lodge. After just a short drive, I was entering the gates of the lodge, tucked like a treasure amidst bamboo and sal trees. “Reconnect with nature,” I told myself. How often do we, the inhabitants of concrete jungle, get a

chance to be amidst greens where you get to see a sea of plantation, listen to the refreshing chirping of long forgotten birds and have a National Park(the Bandhavgarh National Park in this case) as your neighbouring colony? Samode Safari Lodge emerged as an answer to all these pent up questions, as the car glided through the unspoilt nature.

Feel at Home Nestled amidst 11 acres of open grassland, Samode Safari Lodge comes across as a perfect getaway for those seeking to be in the jungle with a secret desire to be pampered, yet, feel at home. “Feel at home,” said Yadavendra

Singh, the Owner of the property for whom Samode Safari Lodge is a longcherished baby. “I wanted to create a space that would not give the feel of a hotel to my guests. So I was very clear that I would offer a home away from home to my guests where they can spend some peaceful, cosy moments,” reiterated Singh, a wildlife enthusiast and a naturalist himself. It was his keen interest in nature and wildlife and their frequent visits to luxury lodges in Africa which inspired him and his brother Raghvendra Singh to open the Samode Safari Lodge.

Key Features • Member since 2013 of Relais & Châteaux • Heated swimming pool (outdoor) • World class spa & gym • Biking, bird watching, and jungle safari activities

Jan-Feb ’14

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HOTEL Business Review

“I cook for all my guests thinking they are at my home, with lots of love and feel.” — Chef Shafat Hussain

“I have always been very passionate about nature and it has been my dream to open a jungle lodge,” afﬁrmed Yadavendra Singh. “The atmosphere of the lodge, the friendliness and care of the staff and of course, the location marks our USP,” pointed out Gauri Singh, the Manager who looks into every minute detail for

the comfort of the guests, round the clock.

Local and Global Samode Safari Lodge is designed around 12 local style villas with an Indian décor and large windows overlooking the verandahs, with day beds and arm chairs. Here one has the rare opportunity to be

oneself with just nature amidst the forest surroundings. Another highlight of the room is the outdoor shower area with a big stone stub to enable bathing al fresco in the pleasant sunshine. However, being close to nature doesn’t mean being far from the wordly comforts. For example, four poster bed, chaise lounge, writing desk and bedside cabinets

Jan-Feb ’14

Property

HOTEL Business Review

“I like to manage this property as my own home and this is the motto of our owner; ‘Home in Wilderness’ for our guests. We ensure every minute detailing for the comfort of our guests. ”

comprised the main bedroom area. On the one hand is the management of Samode Safari Lodge’s distinct ﬂair for the traditional and local, and on the other, its careful choice for installing the latest, state-of-the-art engineering systems and technological gadgets in place. Hence, it is no wonder if you have coffee machine, the giant plasma TV and DVD player in the room. If that is not enough, there is a heated swimming pool and a gym, and a world class spa.

Antiques with Architecture At the property, one can notice the aesthetic feel for traditional Indian crafts in every nook and corner. There are various interesting props here and there, placed beautifully. So if there is a life-size leather puppet tiger from Andhra occupying the mantle above the ﬁreplace, there is a puppet monkey ready to grab your breakfast at the table! Antiques can be seen in abundance; what I loved the most was a typewriter and a real nice radio, which I thought belonged to my grandfather’s generation. The manifestation of local crafts and art works in the property manages to create an aesthetic vocabulary that is distinctly rooted in the rich heritage of our country. Pradeep Sachedva Design Associates has given the enchanting architecture of these lodge’s buildings. I was told

— Gauri Singh, Manager of Samode Safari Lodge

“We are one family and not employees at this lodge. It is reflected in our approach towards guests. We give the feel of a home stay rather than a hotel and that I think is our USP.” — Hatsy Singh, Head Naturalist at Samode Safari Lodge

that the inspiration for the architectural language of the lodge came from the adjoining villages of Mardari and Gohori. “The walls are constructed with the traditional hand molded bricks. Not only have no trees been cut but lots of new planting have been done to convert once upon a time farmland into the ambience for a little jungle lodge of our own,” pointed out Yadavendra Singh.

Dining After the Safari Enjoying a sumptuous and relaxing meal after a safari is my preferred way to unwind, and I think it is a preferred way

The Eco-friendly Hotelier A person of many shades and skills, the Owner of Samode Safari Lodge, Yadavendra Singh, has traversed a significant journey in the world of hospitality, with ‘exclusivity’ as his strength in each of his properties. With Samode Safari Lodge in Bandhavgarh, MP, he has set new standards to lend the property his individualistic imprint. His inherent philosophy stands tall: “Do it with your heart, run it as your home…” Singh is quite passionate about eco conservation and in empowering the local community. “We have tried to procure most of our materials locally within a radius of about 20 km and village masons and craftspeople were employed in the construction,” he asserted while elaborating that “We use solar energy to heat the water in the rooms and the swimming pool. Rain water is being harvested to recharge the ground water levels. Recycled water is used for gardens. Sal wood poles for the ceiling have been bought from the forest department, which grows them in a sustainable manner, while the timber floors used are reclaimed wood from old houses. Even the colours on the exterior walls of the villas have been made from natural and organic ingredients which are used by the villagers in their homes. “

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to unwind for many. Samode Safari Lodge offers multiple dining venues to de-stress after the safari — be it the main restaurant, barbecues around a campﬁre, a table set in the bushes, lazy pool side meals, a romantic private setting in the chalet, or a picnic under the blue sky and with the green trees. The Head Chef of the property, Shafat Hussain is from Jaipur and holds bakery experience. Hence, one gets to savour fresh cakes and breads at the lodge besides delicious desserts. Chef Hussain is particularly trained in Continental cuisine though his traditional Indian dishes like lal maas are equally popular amongst his guests.

Eco Endeavours Samode Safari Lodge employs stringent measures to reduce energy consumption. Most of the building materials have been locally procured; even the colours on the exterior walls of the villas have been made from natural and organic ingredients, which are used by the villagers in their homes. As all Samode properties in Rajasthan, Samode Safari Lodge too is committed towards community issues like improving the facilities for and skills of local village folks. “Most of the staff working at the lodge are from the neighbouring villages,” informed Gauri Singh. She also informed me that a car has been dedicated for the villagers whenever they need it in emergency for medical and other issues. Gauri and her team often walk to the villages to create awareness amongst the locals against the use of plastic and about proper waste disposal. They also go on a cleaning mission so that the locals can see and develop awareness. The village kids are often invited at the lodge to celebrate national festivals, and ﬁlms on nature and animal conservation are shown to them to create awareness. 

Jan-Feb ’14

F&B

HOTEL Business Review

Restaurant

Renova�on Challenges By Sharmila Chand

n the hospitality industry, for running a hotel successfully it is imperative to renovate one part of the hotel or other from time to time. If renovation is not done wherever it is needed, it may soon result in lowering the guest occupancy. After reaching a certain point the wear and tear begins to show in the hotel and it does affect the guest occupancy. If one doesn’t anticipate that moment and deal with it without delay, surely trouble is round the corner. However, the process of renovation itself impairs guests’ convenience.

Minimising the Affects Therefore, the challenge is how to make sure the affects of the renovation on hotel guests can be minimised, so that their comfort level is not greatly compromised due to renovation, during their stay at the hotel. Especially if the restaurant of a hotel is undergoing renovation, offering the same quality of services with same degree of promptness and precision as was being done before renovation process of the restaurant began, is an extremely challenging proposition. “Assuming that the restaurant of a hotel is partly operational while being under renovation, then maintaining the restaurant’s ambience and service quality that has been delivered to patrons over “It is suggested that due diligence must be exercised while awarding the contracts since the pool of experienced manpower and resources plays a major role in successful renovations, which include renovations of restaurants.” — Avneesh K Mathur, General Manager, Country Inn & Suites By Carlson, Jaipur

Jan-Feb ’14

a period of time is most challenging. During renovation, the atmosphere is not the same and the standards also tend to be different from what guests would expect. There is a lot of noise, dust and construction workers around, and rising above that and delivering an experience to the regular patrons is difﬁcult,” averred Pavithran Nambiar, General Manager at JW Marriott Hotel Mumbai. According to Tarun Sethi, Director of Food and Beverage, The Claridges, New Delhi, “If the restaurant of a hotel is going for renovation then it should run with minimalistic offerings but still ensure that the quality of services offered to the guests remains uncompromised. Safety plays a very important role during this time, besides maintaining high levels of hygiene.”

Communication, Training and Coordination Noise factor can indeed be a big deterrent for the restaurant guests at the hotel, which is undergoing renovation.

“Depending on the magnitude of the renovation, one of the major concerns usually is the noise factor, that can cause complaints from in-house guests, which in turn can affect certain service levels at the hotel. Most of the time unpreparedness from the employees’ side is taken care of when staff has clear and distinct communication on the renovation works well in advance, ably supported with suitable training in handling customer complaints. This facilitates to reduce the discomfort which the guests may have while encountering such inconveniences,” explained Sethi. “A successful renovation process requires the right project management and should include involvement of the key stakeholders like owners, operators and a project management company (if being used). The coordination between these three key stakeholders should be ﬂawless and regular meetings should be held to take stock of the progress,” explained Nambiar. He pointed out that

Renovate Differently • Do competitive research. Carefully analyse other restaurants, bars and lounges in your vicinity or locality and create a unique identity for your hotel’s restaurant by introducing design, atmosphere and thematic elements that are different from your closest competitors. Be sure to engage the right firm and build up a team that you are comfortable working with. • It is better to do some spadework. Before selecting a contractor for the renovation of your hotel’s restaurant, make an evaluation of the given company’s past track record. Ask for examples of similar projects they have completed, besides references. • Keep communication clear. At the outset of your restaurant renovation process, make sure that the scope of work is clearly defined and that your goals for the project are clearly communicated. Ask for recurring updates. • Schedule the work smartly. Since the hotel depends on the revenue from the restaurant, renovation work should ideally be performed during ‘off-hours’ for the dining area. • Offer a limited menu during renovation of the restaurant, if the restaurant remains operational during the renovation process.

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HOTEL Business Review

“The key is to maintain focus on operations team and guest service, which can suffer during the renovation period. I would personally recommend completely renovating and re-opening the restaurant rather than operating a portion of it while it is undergoing refurbishment. This will accelerate the project dramatically, and prevent regular and prospective guests from getting disillusioned.” — Pavithran Nambiar, General Manager at JW Marriott Hotel Mumbai

“A clear project chart (GANT chart) should be drawn out to ensure that all the parties are on track. The marketing and communications team should also be involved during the closure and re-launch of the restaurant so that the regular patrons and prospective guests are aware of the restaurant renovation and are also informed of its re-launch. Communicating with the customers regarding renovation is vital.” “The essence and true success of restaurant renovation lies in continual and rigorous follow ups by the Project Manager and the user department,” observed Sethi.

Tarun Sethi

Jan-Feb ’14

F&B

HOTEL Business Review

While You are Renovating By virtue of having the experience of working with hotels from the project stage itself, Avneesh K Mathur, General Manager, Country Inn & Suites By Carlson, Jaipur, has gained immense knowledge about project jobs and sequence of tasks that are followed in hotel projects. “Intricacies of renovations were also grasped during my tenure at The Leela Mumbai and Radisson Delhi which gave me the confidence to be able to handle the renovations in the best possible manner. Being a science student and having a scientific bent of mind made me passionate about this aspect of the hotel industry. I have been able to play a dual role in my industry due to my expertise in bringing up a project or in renovation. I will rather say that the knowledge of constructing a hotel or renovating a hotel has made me a General Manager in totality,” he explained. The excerpts of the interview follow: What are the challenges the hotel staff of a restaurant goes through during the renovation process of the restaurant?

While renovating a running restaurant there are two ways of renovation; one close the restaurant completely for renovation and re-launch it later and the second way is to keep the restaurant operational and do the renovation in phases. In fact, the second method is very very difficult and needs lots of coordination between interior designer/ architect/contractors. Ensuring guest services are seamless during renovation of the restaurant is a huge challenge, which should be handled by experienced executives. The housekeeping staff of the hotel has to be on toes during the renovation period to maintain cleanliness at all given times. Maintaining cleanliness during restaurant renovation is a major task for housekeeping. Prevention and loss department of the hotel also plays a key role during this time. Besides welding taking place at the site increases the risk of fire hazards, which needs to be addressed. Give your views on guest security during renovation of the restaurant?

Guest security cannot be compromised so proper check on credentials of workers becomes the prime responsibility of loss

Jan-Feb ’14

and prevention department of the hotel. Deciding materials and labourer route is very critical. And what is the role of the engineering department of the hotel during the restaurant renovation?

Engineering department has to be vigilant to ensure that at the time of demolition, restaurant services remain intact or alternate arrangements are being made. Barricading the area with partitions and still maintaining the aesthetics of the place speaks about professionalism.

What are the optimal ways to plan a successful renovation process in a restaurant?

The optimal manner to plan a renovation process of the restaurant is to have a clear understanding of the appropriate time duration the renovation is going to take. The estimated time required for restaurant renovation should be predetermined. At the same time, keeping supplementary time in sleeve is advisable since unpredicted situations can also emerge. Clear understanding of drawings and materials required with efficient timing and pricing will facilitate towards timely completion of restaurant renovation. Moreover, it is always recommended that the lean period of the business should be chosen for restaurant renovation.

Business loss due to renovation should be minimised. Penalty clause with each contractor comes handy in maintaining time lines. BOQs must be taken from interior designers to have clarity in estimated cost and source points. Quality check is the essence of any restaurant renovation. What are the tips to run a restaurant successfully during renovation?

It is always advisable to place a placard outside the restaurant mentioning the up gradation of the restaurant. Some establishments also place mood boards and 3D pictures of the concepts at the entrance to keep the guests aware of the new look and comfort of the restaurant after it will be renovated and also about the time span of the renovation process. Restaurant staff should be well versed about the renovation concept and must be able to explain to guests during interaction as to how the services and ambience will get a boost after renovation. Besides these, guests’ suggestions pertaining to renovation should be noted down and passed on to the management. This facilitates to keep the restaurant guests feel involved. Any partition placed should be painted, matching the décor and art works. Indoor plants also help in camouflaging what is not to be seen by guests.

Jan-Feb ’14

Design

HOTEL Business Review

Incorporating

Greenery in Hotels Sukhmani Bhore

andscaping is an important component of hotel design and plays a crucial role in enhancing the property’s value. Landscaping is no longer limited to just creating green spaces outside the building but latest trends show that the gardens are beginning to move indoors too. Exquisite gardens are now being created within the conﬁnes of hotel buildings. The idea of interiorscaping has come into popularity over the past decade and today this has been gladly embraced by the hospitality industry. Hotels today are being designed with speciﬁc areas kept strictly for interior landscaping plants.

The Green Benefits The most obvious beneﬁt of greenery in hotels is that adding plants and greenery inside hotels adds to the charm and attractiveness of the building and create a

Jan-Feb ’14

welcoming environment. Besides cosmetic beneﬁts, there are environmental and health beneﬁts too of keeping plants inside hotels. Adding plants to interior spaces can increase

oxygen levels. Plants release roughly 97 percent of the water they take in. Plants release moisture vapour, which increases humidity of the air around them. Thus indoor plants can increase the humidity

Design

of a room, which helps keep respiratory distresses at bay. At the same time, plants remove toxins from air. Studies suggest that greenery within hotels is known to provide greater job satisfaction to the staff and greater health benefits to the guests and staff alike. There are other benefits of plants in hotels. Indoor plants help in directing or controlling pedestrian traffic towards significant landmarks, such as exits, check-in desks, escalators, etc. They can subdivide or enclose a large space into separate areas, reduce glare and reflection from strong lights and act as screens to block out undesirable views or to create privacy. Plants can also play their roles in softening the hard unappealing features of a building, and the plants’ potential can be used by the hospitality sector creatively. Thus it is no wonder that hotels are making efforts to provide their guests with a direct contact and access to the green spaces within their properties.

The Right Places for Plants A popular method of water display in the hotel is the fountain. Many hotels have indoor fountain to maintain humidity in the air and to provide a soothing and relaxing atmosphere. Hotel lobbies can incorporate indoor fountains surrounded by beautiful plants and ﬂowers, which can not only add to the beauty and aesthetics of the hotel, but also can give the hotel a more welcoming look. Waterfalls too can be constructed within a hotel, landscaped with beautiful plants and natural rocks. Guests in the hotel will be encouraged to come out of their rooms and relax in the soothing sights and sounds of the waterfall, whose beauty can be spruced by the plants.

Jan-Feb ’14

Design

HOTEL Business Review

Indoor garden is also a wonderful option to creatively use the potential of plants in the hospitality sector. Indoor garden can transform a stale boring hotel lobby into a vibrant living space. Indoor gardens can provide year long greenery and colour and look stunning. However, proper care needs to be given towards selecting the space for indoor gardens, as light and ventilation are important issues to be kept in mind. Beautiful Zen gardens, rock gardens, water gardens, etc can be easily created while keeping in mind the theme and look of the hotel. Many hotels have pools. The landscape surrounding the pool is just as important as the design of the pool itself. No matter how well a pool may be constructed, if it is not landscaped nicely, it will only look bare. Whether the pool is indoor or outdoor, plants can play a crucial role in bringing out its beauty. Designers pay a lot of attention to pools and take great care in making the pool area an aesthetically pleasing and relaxing space. Plants that have less aggressive root systems and shed less should ideally be chosen for landscaping near the pool of the hotel. Hotels can give their guests direct access to green spaces by constructing rooms that open up onto decks and terraces. A mixture of hard surfacing and grass along with potted plants and water features can create an exquisite oasis for hotel guests to relax in. Roofs of the hotels can also be ideal places for planting greenery. Hotel roofs planted with low-maintenance plants

Jan-Feb ’14

star hotels’ dining rooms as they can not only create a beautiful relaxed ambience which is so much essential for a classy dining experience, but can also absorb most of the fumes from the food and kitchens. Designers don’t limit themselves to simple potted plants but in fact are coming up with a lot of funky ways to incorporate greenery in hotel’s dining rooms.

The Trend of Miniature Gardens

can improve the thermal performance of hotel buildings, helping to keep them cool in warm weather and insulating them in winter. The plants and the thin layer of soil also work like a sound barrier, particularly when they are wet, helping to reduce noise pollution. Hotels can even grow their herbs and vegetables on their roofs, to be subsequently used in the kitchens. Green walls or vertical planting systems are an amazing mix of engineering ingenuity and beauty. Placed anywhere in a hotel, these walls can create amazing and striking views. Green walls can provide a stunning backdrop for a reception desk at a hotel lobby. Open air atriums and courtyards are also ideal platforms to incorporate green spaces in hotels, which can help increase relaxation to guests. Meals served to guests in open, well landscaped spaces add to the charm of outdoor dining. And plants are absolute must in ﬁve-

Besides placing plants in these above mentioned spaces, the hotels can also experiment with miniature gardens. Miniature garden is a very new concept in India. Here an entire garden scene, including gazebos, furniture, houses, etc. is scaled down to ﬁt into small containers, some even as small as coffee cups. They can be placed anywhere in a hotel from guest rooms to lobbies, on reception desks or even on every dining table in the restaurants. The accessories are reusable and these miniature gardens are extremely low on maintenance. Although mini in size, these gardens in most cases can guarantee to pack a major punch to any hotel’s décor. The Author is the Director, Archtech Solutions.

Jan-Feb ’14

Spa

HOTEL Business Review

Harmony of Mind, Body and Soul

By Sharmila Chand

nspired by the traditional Asian healing philosophies, the treatments at The Spa at the Shangri-La’s - Eros Hotel, New Delhi are based upon the principles of restoring balance and harmony to the mind, body and soul. The Spa at Shangri-La’s - Eros Hotel, New Delhi gives you the luxury of personal space and timelessness to indulge your senses; soothe your body and revitalise your spirit. Soul calming music emanating

Jan-Feb ’14

from the state-of-the-art sound system welcomes you when you step into the spa reception. The feeling transports you into a tranquil state of being. Muted lighting and wood paneled ﬂoors and walls give a warm cosy feeling. The spa is spread across approximately 20,000 square feet of space with two wet rooms, which have steam, sauna, Jacuzzi and locker facilities. The salon, with its private treatment areas, has a range of therapies including cutting and

colouring, besides massages, manicures and pedicures. It also hair spas for women and men. The spa also has a fully equipped stateof-the-art gym, an open air pool and ﬁve treatment rooms, which offer a holistic wellness programme, and a wide variety of massages, facials and body treatments. Alternative holistic therapies are also available. The couple massage room has a Jacuzzi where couples can sit back and relax while sipping on chilled champagne.

Spa

HOTEL Business Review

Leading into Holistic Wellness By Sharmila Chand

While my visit to the spa, I got to meet Joseph Skaria, the Spa Director at The Spa at Shangri-La’s - Eros Hotel, New Delhi. The interaction became an enriching experience. Skaria has invested more than 18 years in the spa industry. He began his career as a therapist with The Leela group, and thereafter he moved across various hotels, rising through the ranks in the process. Over the years, he has worked with renowned hotels such as Taj Exotica Goa, JW Marriott Hotel Mumbai, Four Seasons Hotel Riyadh, Hyatt Regency Kolkata among others. Over the span of his career, he has learnt and experienced many spa treatments and activities. As a Spa Director, developing and innovating traditional and new spa concepts is his passion. The excerpts of the interview follow: How long have you been in the spa industry? What are the kind of changes you have witnessed in your ﬁeld during the past ﬁve-six years?

I have invested more than 18 years in the spa industry and have seen it grow and boom manifolds. Up until a few years ago, it was hard to ﬁnd well qualiﬁed therapists, but now the times have changed. Now there are specialised courses in spa, offered by reputed institutes such as CIDESCO. Another change that has been observed is men’s inclination towards wellness. Previously, it was primarily

women who were our target clientele. But now we have an equal ratio of men coming in to the spas. The new generation men are concerned with their overall wellness, perhaps as much as their female counterparts. What are the prevailing top trends in the spa industry?

The authentic and traditional Ayurvedic treatments have always been popular in many of the Asian nations but are now gaining popularity in western countries as well. Clients nowadays prefer treatments using natural and organic products

Jan-Feb ’14

Spa

HOTEL Business Review

with healing properties done by professionally trained therapists. The spa industry has also become much more diversiﬁed and specialised. Spas are now categorised, for example, hotel spa, resort spa, destination spa, medi spa, day spa, etc. Each one of these spas is targeting speciﬁc clientele and their individual needs.

Alternative holistic therapies are also available. The couple massage room has a Jacuzzi where couples can unwind while savouring champagne.

What are the top three traits or skills every Spa Director or Spa Head must have to manage the spa successfully?

Kindly explain a bit about them

Do you offer signature treatments?

Yes we offer an array of signature treatments. We have seven signature treatments which we call Journeys. They include Shangri-La Journey, Ananda Touch, Serenity Ritual amongst others. Each signature treatment with us serves a speciﬁc purpose.

She/he must be endowed with people management skills, leadership skills and must know business management. At the same time, she/he needs to keep the team motivated and clients happy.

What do you enjoy the most about being a Spa Director?

I enjoy when I interact with my clients; understanding their needs and preferences and helping them achieve overall wellness, good health and relaxation. What do you dislike the most?

Indiscipline disturbs me a lot.

What direction do you see the Indian spa industry taking during the forthcoming ten years?

I think the Indian spa industry is going to undergo a vast expansion within the next few years. With the fast-paced stressful lifestyle, people would need the spa services even more.

Could you tell us the USP of your spa? What distinguishes it from others?

The Spa at Shangri-La’s – Eros Hotel, New Delhi, embraces a holistic approach to physical and spiritual wellbeing. Inspired by traditional Asian healing philosophies, our treatments are based upon the principles of restoring balance and harmony to the mind and body. We offer a variety of massages, herbal baths and body wraps using the restorative powers of fragrant oils, aromatic herbs and spices. All treatments take into consideration your individual needs and desires.

There are different kinds of spas. How would you deﬁne and

Jan-Feb ’14

Do you have some customised treatments? classify your spa?

Ours is a city hotel spa. It doesn’t have a sea facing view or treatments on the beach found in most resort spas. What it has is great treatments and facilities amidst an environment or rather in-vironment of serenity. We have a gymnasium, outdoor swimming pool, salon, kids’ pool, Jacuzzi, steam and sauna facilities. Soothing music wafting from the state-of-the-art sound system greets you when you step into the spa reception and facilitates to seep in a sense of tranquility within you. Muted lighting and wood paneled ﬂoors and walls impart a cosy feel to the ambience.

How many treatment rooms do you have, and how big is the spa?

The spa is spread across approximately 20,000 square feet of space with two wet rooms, which have steam, sauna, Jacuzzi and locker facilities. The salon, with its private treatment areas, has a range of therapies including cutting and colouring, and as well as massages, manicure and pedicure facilities. It also has hair spas for women and men amongst other facilities. A fully equipped state-of-theart gym, an open air pool, and ﬁve treatment rooms offering a comprehensive wellness program and a wide variety of massages therapies, facials and body treatments is a part of our holistic wellness package.

Yes, we have customised treatments. In fact, we customise treatments after having an in depth discussion with the clients and understanding their lifestyle, skin type, etc.

Do you have some special massages?

We have different categories of massages such as the Western Therapies, in which there are Stone Therapy, Well-being Therapy, Classic Swedish Massage; Oriental Therapies include Thai, Balinese and Foot Reﬂexology; Ayurvedic treatments include Abhayanga, Shirodhara, Podikkizhi and synchronised Abhayanga Massage; another category is the Time Reliever which includes the Jet Lag Massage, Indian Back Massage and the Chakra Head, Neck and Shoulder Massage.

What is your favourite treatment to receive and why it is so?

My favourite is the Thai Massage. In this massage, the therapist stretches each of your muscles and thumb rolls on pressure points, which improves ﬂexibility and stimulates blood circulation.

Any other point you wish to make?

India has rich resources and authentic treatments, where we lack is in trained and qualiﬁed manpower. If we focus on proper training of our therapists, we shall be the leader in the realm of wellness.

Dec-Jan ’14

Hammer Food & Beverage Business Review

Jan-Feb ’14

85 61

Profile

HOTEL Business Review

Catering to Hospitality, and Quality By Swarnendu Biswas to some luxurious hospitality projects in India as well as in Dubai and other parts of the world. SJ Impex has been engaged in providing ﬂooring, furniture or door frames to the hotels’ projects, and has also provided turn key designing solutions to some hotels, which also include commissioning the appropriate art works for the hotels, according to the clients’ speciﬁcations.

The Passion and the Vision “Since my teenage years, I stayed a lot in hotels while travelling with my father during his business trips, and there I got to closely observe the dedication of the staff in the hotels, that is how they were always willing to walk the extra mile to satisfy their often fastidious guests. I didn’t know when I developed a silent admiration for the hospitality industry and its working, which slowly but surely graduated to my love and passion for a career in the hotel industry,” explained Sagharica patiently, when I asked her the usual boring question of what inspired her to write success stories in the hospitality business. Moreover, the fact that she happens to be a passionate food enthusiast with a sound knowledge of global cuisine trends helped her passion to materialise into proﬁts. Perhaps her postgraduate degree in economics and ﬁnance from the London School of Economics (regarded as one of the best institutes in the world for studying economics at advanced stage) also helped her in materialising her passion into vision, and subsequently into smart business decisions. What is more impressive is that the maverick businesswoman has the courage to swim against the tide by choosing to not have a single website for two of her successful companies. “My businesses completely thrive through word of mouth, and doesn’t need an online platform to showcase their presence and potential,” she expressed. One can say her business has nothing to do with virtual reality, which is highly unusual in today’s digital age.

agharica Sawhney comes across as a dynamic businesswoman with uncommon business vision. The look in her captivating eyes reveals the immensely powerful personality of a no nonsense entrepreneur that goes much beyond her charming disposition. She is one of the chosen few who happen to know her mind inside out, and her mind believes in impeccable quality without compromise, a trait which is amply reflected in the success of her ever growing empire that spans across India and Dubai. Sagharica runs two very successful companies, and is one of those rare individuals who have turned her hobby and passion into her business successes. Sagarika Exim Pvt. Ltd. is engaged in supplying niche gourmet processed food items to over 500 hotels and hospitality outlets in the country. Her manufacturing and interior fit out firm is known as SJ Impex, which is responsible for facilitating towards giving shape

Jan-Feb ’14

Food for Thought Sagharica began her enterprise in 1998, with Sagarika Exim Pvt. Ltd. The company supplies fruit pulps, vegetable pastes, sauces, jams and pickles, chutneys, premium drinks, pastas, pizza ﬂour, olives & ready to cook curries for the hospitality sector. “I thought of presenting the complete requirement of quality processed food for hotels and restaurants under one roof through Sagarika Exim Pvt. Ltd.,” explained the power woman. “And I did it,” she added as an afterthought, with a ravishing laughter. According to Sagharica, when she began her journey with Sagarika Exim there were hardly any players in the Indian hospitality sector providing comprehensive processed food solutions under one roof. Sagharica soon realised that the HORECA industry in India required suppliers who were educated and well-versed in the needs of niche processed food products and took the plunge to cater to this requirement.

Spa Profile

“Presently we are supplying our processed food products to leading ﬁve-star hotels in the country, clubs, restaurants & in the catering segment as well,” stated the savvy entrepreneur. Sagharica has ensured that there is a strict eye for quality and attention to detail, and strives to fulﬁll that all the food products marketed under the ambit of her brand are fresh, nutritious and tasty. The products offered by the company are processed and packed in the manufacturing units, which have state-of-the-art food processing technology.

Creativity by Design Sagharica’s other business endeavour, SJ Impex came into being in 2002 and till now the company has undertaken several hospitality projects across India and Dubai, and also some projects in various other countries like Kuwait, Mauritius, Kenya, Ethiopia, the UK and the US. Presently she has one factory in India, in Delhi, and two factories in Dubai to cater to her requirements for her two business enterprises. Whether it is a spa or a discotheque or whether it is a bar or a restaurant, SJ Impex has the infrastructure and the expertise to design it all for the hotel industry. For SJ Impex, some of Sagharica’s many renowned clients across the country have been The Claridges Surajkund, Renaissance Marriot Hotel, Bangalore among others. Of course there are many, many others. The Oberoi Group and Sarovar Hotels & Resorts are also among her list of clientele. “We have built a reputation of only offering the best and we work very hard to maintain the credibility of the same. Our clients expect the best from us and we ensure that their faith is kept,” said the businesswoman with an avid interest in tennis. “We make sure that we work in sync with the brief of our clients and also create new and fresh ideas. The aim is to make sure that each of our projects looks different form the last and bears only the distinctive style of being an SJ Impex project,” she pointed out. “Sagharica Sawhney has adorned the guest mock-up rooms with loose furniture and fit-outs and has offered us the services on sourcing the other furnishing materials for public areas. Her production facilities from abroad provided us with all the shop level drawings, better specifications, best possible quality parameters and consistency in the finished production. Her production facilities abroad are efficient in supplying us the loose furniture and CKD panels fixed in various public areas,” said LN Sharma, the CEO at Golden Jubilee Hotels Limited, regarding her design inputs for the Trident Hyderabad project.

HOTEL Business Review

Despite the Roadblocks However, her success story has not been without its share of challenges. “While doing our hotel projects, sometimes the ﬂuctuations or change in client’s brief after the project has been initiated, and adhering to the lengthy rigmarole of government regulations and restrictions can lead to delays in our production process,” explained Sagharica. Getting the right type of raw materials for her projects within the country does also become a problem for her at times, and imports do incur extra costs and time. These factors obviously can and does translate into increasing cost of production in many cases, which in turn can impair proﬁtability, unless the price revision takes place from the hotelier’s side. “Besides with the growth of franchisees in the Indian hotel business, the concept of regular clients is waning, as different hotels carrying the same brand are now often owned by different companies, who may be having different set of preferences for their suppliers,” explained the graceful lady

The Road Ahead Sagharica believes that despite the present sluggish trend in the Indian economy, the future of food & beverage in the Indian hospitality industry and of the Indian hospitality industry itself is quite bright in the country. She is perhaps correct as people’s food & beverage choices are evolving with globalisation, and also through increased disposable incomes in select but sizeable pockets of Indian society (many of whom are likely to be guests at luxury hotels), and a plethora of future hotel rooms are waiting in pipeline. According to the estimates of HVS, there were over 93,000 branded hotel rooms in the country by the end of 2012-13, and an additional 50,000 are proposed to be added during 2013-18. And according to the Tourism Satellite Accounting (TSA) research, which was released by the World Travel and Tourism Council (WTTC), the demand for travel and tourism in the country was expected to grow by 8.2 percent during 2010 and 2019; a statistics that indicates great scope for hotel business in India. Sagharica’s main clientele for SJ Impex comprise of luxury hotels, and despite the current demand for budget hotels in India, she thinks that the luxury hotels do have an enduring market spanning across decades, which she thinks will help her business to continually grow. I couldn’t help acknowledge that the optimism of her is rooted in sound business logic. Jan-Feb ’14

HOTEL Business Review

PILLOWS AND CUSHIONS

Paramount Surgimed Ltd., manufacturing Healthcare & Medical Disposables introduces the OrthoSleep range of lifestyle pillows and cushions for more restful nights. The OrthoSleep contours the shape of your head and neck, and helps keep your spine in a neutral position through the night. Highly recommended for those who need a more therapeutic sleep posture. The OrthoSleep is an open cell viscous-elastic, temperature sensitive material that conforms to the exact contours of our body, providing optimum support and comfort. For the hygiene conscious user, the soft cover is naturally hypo-allergenic and washable. Both sides of the OrthoSleep can be used according to individual preference. Higher density OrthoSleep supports your head better, takes more time to bounce back and doesn’t push back when sleeping. No reverse pressure means more comfort. The OrthoSleep by Paramount Surgimed Ltd. is available in cream & blue color and in all sizes. The price range is Rs 1,900/to Rs 5,900/Paramount Surgimed Ltd.

CHANYA TIES WITH OMNITEC

Chanya Enterprises, distinguished market leader in providing absolute hospitality solutions has been appointed as a distributor of OMNITEC products in India. OMNITEC, Spanish corporation manufactures mini bars, electronic safe door locks and energy saving switches apposite for contemporary hotels, resorts, motels, guest house etc. Beside this Chanya Enterprises is also one of the leading outsourcing units of hospitality products from Spain, Hong Kong and China. The company has an outsourcing office in Hong Kong and has recently launched its line of porcelain crockery in India under the brand name ‘Finesse’. The porcelain range from Finesse is heat resistant and microwave proof so as to be favored for multiple utilization. Chanya Enterprises has also launched a rechargeable, smoke free flickering candle which is environment friendly and completely harmless. As a much favored hospitality solution outsourcer, Chanya’s product list includes a wide range of electric kettle, hair dryer, guestroom telephone, ironing board, magnifying mirror, electronic weighing scale, guestroom I-pod, bathroom mat, guestroom leather products, amenity tray, internet cable holder, guest amenities, wooden hanger and housekeeping products. With an outlook for constant growth and customer satisfaction, Chanya Enterprises ensures in providing only the best in the market for its loyal and future customers. Chanya Enterprises sales@chanyaenterprises.com

Product Preview BRINGING VALUE TO THE TABLE

Starlite Steel Pvt. Ltd. is one of the leading specialists in the field of manufacturing and supplying of tableware to the hospitality industry in India. At Starlite, the vision is to inspire its customers through great design, first-class service and of course, through the performance of products in use. The Starlite brand adds to the dining experience of the guests. Besides tableware, the company provides an extensive variety of other products for the hospitality industry. Here it deserves a mention that the company is also engaged in supplying uniforms to the staff of the hospitality industry. The company is equipped to supply custom made products and designs as per client’s specifications. Innovative thinking, focus on quality, exclusivity of designs and being sensitive to customers’ needs are some of the reasons why leading hotels, corporates and other establishments choose products manufactured by Starlite Steel. Starlite Steel Pvt. Ltd. marketing@starlitesteels.com

CRAFTING IMPECCABLE F&B EQUIPMENTS

Kumar Equipment (India) Pvt. Ltd. is one of the largest manufacturers of commercial kitchen, refrigeration and bakery equipments in India. Its product range includes hot and cold equipments, bakery equipments, bar equipments, beverage equipments, dish washing equipments, cake pastry and icecream displays, salad display, racks, storage equipments among others. Kumar Equipment (India) is a certified ISO 9001: 2008 and a ‘Trust Passed’ accredited company. KEI specialises in providing consultancy, designing, layout plans with complete technical details of F&B equipments for commercial kitchens, canteens, bakeries & messes, etc. on turnkey basis as well as on individual product basis. The company’s services also extend to designing, layout and installation of exhaust and fresh air systems as well as LPG pipeline, for facilitating the safety and economy of the projects. KEI has been associated with kitchen equipment industry for well over two decades, and has been successfully providing its expertise to hospitality industry, residential schools, learning institutes, hospitals, messes of Armed Forces, industrial canteens, clubs, cafeterias, etc. Its operations not only spans across India but is also extended abroad. KEI has two manufacturing units in Bhiwadi, Rajasthan well equipped with latest state-of-the-art plant and machinery. Robust infrastructure, highly skilled and dedicated workforce, and sound R&D are the company’s strengths. Kumar Equipment (India) Pvt. Ltd. info@kumarquipment.net

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 ’14

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Jan-Feb ’14

Interview

HOTEL Business Review

Leading by Example By Sharmila Chand Alok Chakravarty has been recently appointed as the Director of Sales and Marketing at ShangriLa’s - Eros Hotel, New Delhi. With over two decades of rich experience in the hospitality industry, he brings with him knowledge and skills in diverse areas of both corporate and leisure side of the business. Prior to this assignment, Chakravarty held the position of Director of Sales at The Leela Palace New Delhi. He has also worked with the Oberoi Hotels & Resorts, InterContinental Hotels Group and Carlson Rezidor Hotel Group, holding leadership positions in their properties across the country. In his current role, he is engaged in conceptualising and implementing sales strategies that support business and financial objectives, in order to further strengthen the group’s efforts in driving and maximising revenue from various market segments. He is leading the hotel’s sales and marketing team. The excerpts of the interview follow: Kindly briefly explain your property

Shangri-La’s - Eros Hotel, New Delhi represents a global luxury brand with a strategic location and wide distribution channel. The motto that we have is to treat a stranger as one of our own. This characterises the hospitality that one can expect from Shangri-La’s- Eros Hotel, New Delhi. Here discerning travellers can enjoy world class services amidst tranquil surroundings, coupled with inspirational architecture and design. The ﬁne dining experience at our restaurants can ensure that diverse palates are being pampered. What is the marketing strategy you have adopted to promote your property?

Riding on our global presence and distribution channel, we are catering to speciﬁc market segments such as high-end corporate, leisure, consulate, meetings and important delegations. What distinguishes your property from others in the same bracket?

What makes each stay truly memorable for a guest at our hotel is Shangri-La’s special kind of hospitality – which is hospitality from the heart. It can make their stay truly exquisite and rare. International service standards with focus on guest satisfaction set us apart. We focus on giving a guest what she/he wants, rather than only what she/he needs. What according to you is the role of F&B in getting business for a hotel? How much importance do you

Jan-Feb ’14

give to this department?

Food & beverage plays a crucial role in catering to high-end guests who are well travelled. The gourmet selection that we offer can suite a wide variety of tastes, palates and cravings. It gives our guests a plethora of dining options to choose from. We also have a team of talented expatriate Chefs who have brought with them an extensive bouquet of knowledge, culture and experience, and this gives an enviable edge to our food & beverage presentations.

What would you say is the new initiative as far as your F&B options go?

We are soon going to come out with our all new all day dining restaurant. With live stations, expat Chefs and a range of global cuisines to choose from, it will provide our patrons something with refreshing and new.

Could you reﬂect on the future plans and new initiatives which you wish to undertake in your property?

proﬁle of a Marketing Director of a hotel. Interacting with people from different professions and from various parts of the world is something else that I enjoy about my current role. What is your professionally?

strength,

I am a people’s person. I like to lead by example. I also like to be a motivator and I believe very strongly in integrity. And what do you consider your weakness?

I am an emotional person by nature, so at times that can prove to be a handicap. How do you de-stress?

I enjoy music and that is my biggest stress buster. Can you tell us what is/are your favourite past time?

I enjoy spending time with my family. I like eating out and experimenting with food. I also like to keep ﬁt, so going for a run in the morning is something that I enjoy doing; it prepares me for the day ahead.

A proactive approach to capture mindshare on social media platforms and to develop a robust digital marketing strategy in line with the brand are among our future endeavours.

My working mantra is work hard and party harder.

What do you enjoy the most about your role in the hotel?

Anything else you would like to say?

I enjoy getting involved in market research, trend analysis, yield management, and long term strategy making, which in the present times are critical to the job

What is your working mantra, your guiding philosophy at work?

It is an exciting time for the Indian hospitality industry and innovative ideas and strategies are what will create an edge over the competition.