Hotel Business Review

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) Feature Editor

Kanishka Gupta Sub-Editor

Tapapriya Lahiri Layout & Design

Hari Kumar V Narender Kumar Advertising Sales

Delhi: Debabrath Nath, Sudhir Pandey, Ashish Jha Mumbai: Rajesh Tupsakhre Subscription Sales

Dattaram Gangurde Director Sales

Sanjay Anand Director Operations & Finance

Rajat Taneja Editorial & Advertising Offices: Delhi:

Hammer Publishers Pvt. Ltd. 1202, Pragati Tower, 26, Rajindra Place, New Delhi-110008, India Phone: 91-11-45084903, 25854103 Telefax: 91-11-25854105 Mumbai:

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E-mail: hammerpublishers@vsnl.net Website: www.hbrmag.com © 2012 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.

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India’s domestic tourism has immense potential, much of which goes untapped. And it would not be outrageous to assume that much of this untapped potential of domestic tourism in India is being translated into outbound leisure travels among Indians, leading to loss in revenue for our hospitality sector. India has a plethora of offbeat destinations, which should be promoted in a big way especially in these times, when a significant section of Indian tourists are showing an interest in exploring uncommon destinations and unchartered territories.

The increase in disposable incomes among select pockets of Indian population whose numbers are far from insignificant, the influences of globalisation, and shifts in socio-cultural patterns have together led to the emergence of a trend where we are seeing many Indians opting for uncommon tourist locales to satiate their unconventional thirst for travel. According to the Ministry of Tourism, the number of Indians travelling abroad showed a compound annual growth rate of 10.5 percent from 1991 to 2010. This impressive figure stares at us in contrast to the appalling neglect of tourism infrastructure in many of our tourist destinations.

Many of the moneyed tourists of our country are going for uncommon locales like Peru or Iceland for their holiday options, and if the offbeat but enchanting destinations in India are promoted in various channels of the media in a big way, and comprehensive hospitality infrastructure is provided to these destinations through concerted government and private efforts, many of these outbound tourists can be converted to domestic tourists, thereby leading to greater revenues for the Indian hospitality sector.

In our Cover Story, we have explored some of the offbeat destinations which have great potential to attract a multitude of our outbound Indian leisure tourists who opt for exotic locales. Though the list of destinations covered is far from exhaustive, but they manage to give an indication of the awesome but relatively unexplored potential of India’s domestic tourism. I hope our readers from the industry would find the piece interesting.

A powerful trend in the hospitality sector across the globe is to merge tourism and environmental sustainability, which is paving the growth for ecotourism. In India too this healthy trend has infused into the hospitality sector, which is being manifested through the emergence of a number of eco-friendly hotels and resorts in the country. These properties are opting for more efficient use of energy, water, waste and space as compared to the conventional hospitality properties.

Though the initial investment for a green hotel or resort costs 15-20 percent more than a conventional hotel or resort of similar level, but in the long-run, the tangible and non- tangible benefits from a green hospitality property are likely to be greater for the concerned management of the property and also for its guests as compared to those from a non green conventional hospitality property. In our Business Story, we have attempted to discuss in detail the growing trend of eco-friendly hospitality.

Besides these highly relevant issues for the hospitality industry, we have explored several other pertinent issues and trends through our regular features and articles, which we hope would facilitate to keep our esteemed readers engaged between the covers of this magazine, and would also help them to inform and analyse even better.

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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inside COVER STORY

Many offbeat destinations in India can be of great interest to these leisure tourists, provided these offbeat destinations have a well-developed hospitality infrastructure and provided they are marketed well to their target profile.

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The popularity of eco-tourism is manifested through the multitude of ‘green hotels and resorts’ or ‘ecofriendly hotels and resorts,’ which entail hotels and resorts that are providing environmentally friendly hospitality through the efficient use of energy, water, and other materials while providing quality services.

F&B

Food and beverages department plays a major role in the success of any hospitality business. Needless to say, it is very important to nurture the F&B team well so that it is able to meet the desired goals.

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HR

An emerging community of expat GMs are gainfully employed in India and are holding senior positions in the Indian hospitality industry.

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DESIGN

Flooring allows you to add decorative and useful embellishments to your hotel spaces like lobby, guest room, and many other areas. Depending on what materials you choose, flooring can last for the entire lifetime of a hotel, so it is important to select a style and colour of flooring that will endure for years to come.

SPA

Designed by Canyon Ranch from USA, Bodyscape, the health spa, goes by the philosophy of presenting the ancient traditional healing therapies and rejuvenation techniques in the highly developed comforts and luxuries of today’s times.

DEPARTMENTS OPERATIONS

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Event

Trolleys play a very important role in hotel’s kitchens/restaurants, front office, housekeeping and back of the house operations for a variety of reasons.

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News Scan

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Appointments

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Report

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Focus

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Product Preview

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Business Opportunity

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Interview

Cover Pix: Park Hyatt Hyderabad

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Event

HOTEL Business Review

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of The Ambassador’s Sky Chef, India.

“It is definitely a very fruitful trip. FHA is very enriching and is the best way to widen our network with suppliers,” opined Arlene Nacpil, Purchasing Manager of MacroAsia Catering Services, the Philippines.

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Visitors Pleased with Wide Spread of Quality Exhibitors at Show “Taken together, FHA2012 and WSA2012 is a real eye-opener. Together with two big importers, Werdenberg International Corp and Alternatives Food Corporation from the Philippines, I am able to identify my specialised food product needs under one roof. That makes it a very effective trip for both parties. It is also a great place for networking!” explained Mark Biddle, the Executive Chef from The Bellevue Hotels & Resorts, Philippines. “It is my first visit to FHA and WSA. It is a big show with wellbalanced product segments. I am truly impressed and have made many good business contacts”, averred Peter Andrist, CEO

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were delighted with the quality of buyers they have met and with the results achieved. Many from the show did meet potential distributors from various countries in Asia for their products.

“This is our fourth time exhibiting. We are always happy with FHA, which is the reason why we are here. FHA helps us to meet our importers, distributors, and customers. The event is an effective platform to meet everybody in one place. FHA is getting bigger.

We will certainly return to the show in 2014, and will continue to leverage on future editions of FHA to reach out to more markets, such as Japan,” elaborated Roshan Tisswaratchy, Director Sales, MJF Group, Dilmah, Sri Lanka.

“This exhibition has really grown a lot. We have witnessed very good quality attendees so far. A participant of FHA for about 20 years, we will always be present at this show as it is a very important show for us,” pointed out Harbans Singh, Managing Director of UbiQ Global Solutions, Malaysia. “We have Italian companies participating in every sector of the show. FHA is the most important trade show for us in South-east Asia,” concurred Andrea Caselli, President of Organizzazione Vittorio Caselli Srl, the organisation that is responsible for putting together the two Italian pavilions and coordinating the show for all Italian exhibitors.

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fter a flurry of business-making and relationship-building activities conducted over four days, Food&HotelAsia2012(FHA2012) and Wine&SpiritsAsia2012 (WSA2012) have once again surpassed all previous records by emerging with a new high score. The event saw more than 60,000 industry visitors, exhibiting staff, conference speakers and delegates, and media in attendance. This represents more than 10 percent increase compared with its previous edition. 44 percent of the total attendees hailed from overseas. FHA2012 and WSA2012 showcased an even stronger line-up of stateof-the-art products, services and cuttingedge technologies, alongside exciting worldclass competitions and thought-leadership conferences, which gathered over 60 world’s leading industry experts and powerful speakers. “Positive feedback from show participants further testifies the tremendous success of FHA and WSA, and exhibitors are already scurrying to secure their space for the next edition in 2014. The outstanding attendee result strongly affirms that the show is Asia’s most relevant biennial trade event for the F&B and hospitality industries,” said Chief Executive of the show organiser Singapore Exhibition Services (SES), Stephen Tan. “You can feel the buzz of business negotiations as you walk through the aisles. The attendees are happy because they are pleasantly surprised at the spread of products, services and solutions. We do see a probable increase in size for FHA2014, and in anticipation of this, we will increase our exhibition area to occupy Halls 1 to 9, including the newly built MAX Atria and Max Pavilion,” added Tan. As a one-stop sourcing and relevant networking platform for industry professionals, the exhibition is expected to hit US$3 billion worth of business deals, based on preregistered visitors who have indicated their sourcing budgets for purchases. Overall, exhibitors and international group pavilions

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Food&HotelAsia2012 (FHA2012) and Wine&SpiritsAsia2012 (WSA2012)

Asian Launch Pad for the Global Food and Hospitality Industry FHA and WSA have always been seen as trendsetters in the eyes of industry professionals, and the events are highlyregarded by exhibitors as the choice platform in Asia to launch their latest products and cutting-edge technologies and services. The latest product offerings and deals sealed at FHA2012 included: • The worldwide launch of a state-of-theart professional dishwashing technology, the M-iQ series, by German-based Meiko.

• Drawing on a 100-year-old rich heritage, deZaan Gourmet made its first brand appearance in Asia with its new gourmet chocolate collection, which aims to inspire Chefs, craft bakers and chocolatiers to produce sensational chocolate collections.

• Belgian company Night Orient launched its 100 percent alcohol-free ‘champagne,’ a sparkling grape drink very similar to champagne, in Asia.

• Regular exhibitor Kong Shiang Engineering (KSE) sealed sales of kitchen equipment worth more than S$1 million at FHA2012. The company sold a gigantic 400kg capacity multi-function vacuum pressure cooker for S$4,25,000 and a vacuum seal form fill packaging machine worth S$1,00,000 to an Italian buyer; a 200kg capacity multifunction steam cooker to a Philippines buyer for S$3,25,000; and a pilot multi-function steam cooker worth S$2,50,000 to an Indonesian buyer. Many exhibitors had also chosen FHA2012 and WSA2012 as the key events to expand their presence in Asia, an example of which is La Marzocco, who was at the exhibition to promote its best-selling Strada coffee machines.

Event

E V E N T S’ C A L E N D E R Ahara International Food Fair 2012 23-25 August 2012 Chennai Trade Centre www.aaharchennai2010.com

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Food Tech / Bakery Tech & Hotel Tech 2012 7-9 September 2012 Milan Mela Exhibition Complex, Kolkota www.kolkatafoodtech.com Sweet and SnackTec India 2012 11-13 September 2012 Bombay Exhibition Center, Mumbai www.koelnmesse-india.com

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India F&B Pro + Hospitality Expo 6-9 September 2012 Expo Centre, Panaji, GOA www.trinityworld.biz

Fine Food India 2012 17-19 September 2012 Pragati Maidan, New Delhi www.finefoodindiaexpo.com International Hospitality Fair 2012 20-22 September 2012 Pragati Maidan, New Delhi www.internationalhospitalityfair.in Annapoorna World of Foods India 2012 26-28 September 2012 Bombay Exhibition Center, Mumbai www.worldoffoodindia.com Hotel Expo 2012 10-12 October 2012 The Venetian Macau, www.hotel-exhibition.com SIAL Paris 21-25 October 2012 Paris Nord Villepinte, Paris, France www.sial.fr

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TRAFS 2012 25-28 October 2012 Hall 103, BITEC Bangkok www.thailandhoreca.com The India Bar Show 26-27 October 2012 The Leela Kempinski, Gurgaon www.indiabarshow.com

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the participation from around 100 companies from Indian and overseas.

The exhibition will be complimented by the concurrent events 1. Culinary Challenge 2. Wine Appreciation Session 3. Interactive sessions on Food safety regulations, Green Building & Renewable energy & CEO’s Session.

4. Full Day Revenue Management and Dynamic Pricing Program to be conducted by IIM-Ahmedabad.

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international Hospitality fair from 2022 September 2012 at hall No 1212A Pragati Maidan New Delhi.

IHF 2012 is an exclusive B2B event for the complete Hospitality related services. The fair would showcase the latest trends in the hospitality industry in Food & Beverage, Equipments, Housekeeping, Interiors & Design, Engineering and Technology.

The Event enjoys the support of leading Indian hospitality associations like Federation of Hotel Association of

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India (FHRAI), National Restaurant Association of India (NRAI), Hotel Association of India (HAI), All India Wine Producers Association (AIWPA) and Indian Heritage Hotels Association (IHHA), Indian Federation of Culinary Association (IFCA). It is also supported by HOTREMAI and ARCHII, the leading Hospitality suppliers associations of India.

Madhya Pradesh has confirmed their association with IHF 2012 as Focus State.

The three day event will witness

Asiafruit Logistica 5-7 September 2012 AsiaWorld-Expo www.asiafruitlogistica.com

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n this fast growing economy, with a constant growth, more disposable income leading to upgradation of lifestyle, hospitality is on the upgrade too. More awareness has led to an increased demand for quality service and materials. As per the Indian tradition, “Atithi Devo Bhava” is the common adage meaning “Guest is God”. The impetus by the Government of India on Tourism further emphasizes the thrust on hospitality. Confederation of Indian Industry is organising the 4th edition of

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HOTEL Business Review

Oishii Japan 2012 and Delicioso Spain 2012 1-3 November 2012 Suntech, Singapore www.oishii-world.com

News Scan

HOTEL Business Review

Le Meridien to Debut in Bangladesh Starwood Hotels & Resorts Worldwide, has announced the launch of Le Méridien Dhaka, slated to open in July 2013.

Owned by Best Holdings Limited, the 304 room hotel will be located close to Dhaka International Airport with easy access to the city’s central business district, offering scenic views of the city. Le Méridien Dhaka will mark the second Starwood managed hotel in Bangladesh, and will offer the perfect combination of comfort and extravagance; bringing to life the fusion of modern and traditional, which is a trait of this South-east Asian destination. The hotel, designed with a spectacular 125 foot outer façade, will showcase the signature ‘Le Méridien Hub,’ an innovative concept that reinterprets the traditional hotel lobby into a social gathering place for creative minds to converse, debate and exchange.

Le Méridien Dhaka will span between the eighth and fifteenth floors of a new mixed use development and offer guests breathtaking views of Dhaka from the building’s rooftop. Four food &beverage venues, including an all-day dining restaurant and specialty restaurant and bar, will offer distinctive culinary experiences for both inbound and domestic tourists of Bangladesh. The hotel will also house a 2,800 sq ft. fitness center fitted with state-of-the-art equipment and a 2,400 square-foot spa.

“We are thrilled to partner with Starwood Hotels to bring Le Méridien to Dhaka—a very promising city with a growing

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need for a fivestar hotels with world-class offerings,” said Amin Ahmad, Chairman and Managing Director, Best Holdings Limited. “We aim to create a chic and stylish property that will deliver the true experience of Le Méridien, while adding new life into this bustling city,” he added.

According to Vincent Gillet, the Global Brand Leader at Le Méridien and W Hotels Worlwide, “Le Méridien has experienced significant growth momentum in South-east Asia in the recent years, and the opening of Le Méridien Dhaka will be another key milestone in our transformation.

Since being acquired by Starwood more than six years ago, Le Méridien has undergone a comprehensive brand re-launch, and we look forward to serving as a creative hub in the city of Dhaka.”

News Scan

Fairmont Forays in the Pink City Fairmont Hotels & Resorts has unveiled a new property in Jaipur, named Fairmont Jaipur. Fairmont Jaipur is an ode to the Pink City through its superlative luxury, highlighted with elegantly appointed 255 rooms with the signature Fairmont Gold room, exclusive dining options, established traditions of bespoke service, customised features and leisure experiences. Fairmont Jaipur, embodying an aesthetics reflecting the great Mughal dynasty, is a meticulous re-imagining of a traditional Mughal fort.

Nestled amongst the majestic Aravalli hills, the rooms at Fairmont Jaipur are elegantly done up in perfect blend of the traditional Rajasthani décor and modern luxury.

The hotel also boasts of eclectic dining options. The Fairmont Gold Floor, the brand’s exclusive ‘hotel within a hotel’ which features access to the Fairmont Gold Lounge with personalised service, will also be introduced to guests for an exclusive lifestyle experience.

Here the guests can embark on a journey of sensory delights as Fairmont Jaipur has an eclectic array of fine dining options offering authentic cuisines from around the world. Zoya, the all-day dining restaurant, boasts a world cuisine menu with a dedicated section of Rajasthani fare highlighting heritage dishes from the royal households. Serving an unrivalled selection of authentic, high quality teas, Fairmont Jaipur’s lobby lounge Anjum offers a local twist to the long-standing Fairmont tradition of afternoon teas. At the regency style library bar, Aza, guests can sample an impressive selection of wines & malt whiskies with old world oak display cabinets and bespoke cocktails. With a mix of high and lounge seating, Fairmont Jaipur’s Cigar Diwan is a classic smoking room, perfect after a sumptuous dinner.

An elated Atul Lall, the General Manager, Fairmont Jaipur said, “ Here the guests can enjoy the same benchmark service as they have come to expect from our other international selections such as The Savoy, London and Fairmont Peace Hotel, Shanghai. With an auspicious beginning at Fairmont Jaipur, we look forward to successful growth in the region and offer a memorable stay to our valued guests.”

Jennifer Fox, the President, Fairmont Hotels & Resorts , said, “I am pleased to announce the opening of Fairmont Jaipur, the brand’s first hotel in India. Created from the ground up, the overarching design influence of the property pays tribute to the great Mughal dynasty, and is a sensitive re-imagining of the traditional Mughal palace.” ○

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The Leela to Face the Bay of Bengal Staying in an opulent sea facing property is a dream of every guest. To woo its guests, The Leela Palaces, Hotels and Resorts, owned and operated by Hotel Leelaventure, will soon unveil its first-of-its-kind Bay of Bengal facing property in South India, in Chennai, named ‘The Leela Palace Chennai’. The Leela Palace Chennai will be the eighth property of Hotel Leelaventure in India. The Bay of Bengal facing property will be an eleventh storied property with 326 rooms.

The hotel is designed by architects Smallwood, Reynolds, Stewart, Stewart and Associates USA. Rajiv Kaul, the President of The Leela Palaces, Hotels and Resorts said, “The Leela Palace Chennai embodies the essential spirit of Chennai, a city which has quickly evolved into a global business and technology center, while at the same time remaining deeply rooted in the traditional South Indian cultural heritage.”

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HOTEL Business Review

News Scan

Pride Hotel Arrives in Kolkata Kolkata is witnessing many new plush properties in an around the city. Amongst the newest one is Pride Hotel Kolkata by Pride Group of Hotels, which launched the 153 room five-star deluxe property with an investment of Rs. 100 crore. This is the group’s first property in eastern India. Conveniently located in the upcoming New Town area of Kolkata at Rajarhat— the industrial and IT hub of the city— the hotel is just 15 minutes drive from the airport while the city centre is 30 minutes away from the hotel. Hence it offers an ideal location for business & leisure travellers. The luxury hotel offers a combination of Deluxe, Superior, Premium room and Suites that are aesthetically designed and furnished with state-of-the-art amenities to provide high level of comfort to every visitor.

The hotel is equipped with four conference halls and two board rooms to take care of comprehensive conferencing and banqueting needs. Other facilities include round the clock room service, valet parking, laundry service, currency exchange and travel counter. The pristine blue waters of the swimming pool offer the ideal place to chill out. The hotel also offers a well-equipped health club, with state-of-the-art gym, spa, steam sauna and Jacuzzi.

The hotel has a round the clock coffee shop cum restaurant offering global cuisine and mouth watering delicacies. A well-

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stocked bar offers an exciting range of beverages, cocktails & mocktails.

Announcing the developments, S.P. Jain, Managing Director, Pride Hotels Limited, commented, “We are buoyant on the industry’s growth in Kolkata, particularly in the IT/ ITeS segment that has fuelled the demand for upscale midmarket hotels in this region. While the cultural capital has always been at the forefront of attracting a large volume of leisure tourists, Kolkata is recording a steady growth of business travellers too. However there is still acute shortage of upscale mid-market hotel rooms in the city as there has been no major addition to the number of hotel rooms over the last decade in the city. We are extremely privileged to bridge this gap with the launch our first property in Kolkata.”

News Scan

HOTEL Business Review

Re:gen:ta One—On Board in the City of Pearls Royal Orchid Hotels Ltd, has launched its new property in Hyderabad. It has an uncommon name of Re:gen:ta One. The brand Re:gen:ta One is an upscale arm of the Royal Orchid Hotel group. It is designed for the corporate traveller whose watchword is value and convenience. With the launch of this property, Royal Orchid Hotels has 22 hotels in its chain. The newly launched hotel houses 158 well-equipped, elegant and large rooms, each of 34 sq m size with 4 fixture glass enclosed bathrooms and walk in closets. The hotel has a banquet hall which is 400 sq m in size with ceiling height of 6m; apt for corporate launches, events and weddings.

Re:gen:ta One is a blend of sophistication and practicality with a host of amenities like Wi-Fi, meeting rooms with latest well-equipped technology, a fitness centre and a spectacular temperature-controlled swimming pool. Re:gen:ta One is conveniently located in Gachibowli, near the HITEC City; the financial district of Hyderabad, thereby facilatiting to redefine the way you do business. Re:gen:ta One, Hyderabad is located 30 minutes away from the Rajiv Gandhi International Airport, which will cater to business travellers with an edge of having the commercial centres close by.

Satisfying the palate is something that Re:gen:ta One aims at with Limelight, the all day dining restaurant which has an open kitchen and is equipped with wood fire pizza oven. For a

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fine selection of cocktails, drinks and coolers there is Salsa—the bar which offers scrumptious food offerings — along with domestic and imported spirits.

Speaking at the launch of Re:gen:ta One, Chender Baljee, the Chairman and Managing Director, Royal Orchid Hotels Limited, said, “Hyderabad being one of the strong commercial hubs of India is a very important market for us. We are extremely happy and proud to be launching Re:gen:ta One in Hyderabad.” ○

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IDeaS for a Solution IDeaS Revenue Solutions, the leading provider of pricing and revenue management software, services and consulting, has announced that all nineteen Lemon Tree owned hotels across India have adopted IDeaS to enhance revenue performance.Lemon Tree Hotels is a major player in the mid-market hotel segment and is already the 4th largest hotel owning company in India, with 2,000 operational rooms and another 1,600 under development.

IDeaS is committed to working closely with hotel organisations throughout India to support them in reaching their optimal revenue and profit levels by focusing on the development of a strong revenue management culture. In working with IDeaS, Lemon Tree Hotels is utilising IDeaS’ Revenue Management System (RMS) to enhance forecasting capabilities and define each hotel property’s pricing strategies and structure, based on market conditions and hotel positioning. Additionally, IDeaS RMS delivers Lemon Tree Hotels an expandable platform to build a strong organisational-wide revenue culture.

By 2016-17, Lemon Tree Hotels will co-own and operate over 8,000 rooms, making it one of the largest hotel owners in India and a dominant player in the mid-market hotel segment. Given the highly competitive hotel environment in India, Lemon Tree Hotels has sought to strengthen its approach to pricing and revenue management through implementing advanced automated systems, which can grow in scale as Lemon Tree Hotels carries out its planned expansion program.

Sivaprasad Gangadharan, the Regional Director, Subcontinent Sales for IDeaS said, “There was no one capability or feature that Lemon Tree focused on during the evaluation period; they spent detailed time on all aspects making sure IDeaS was the right fit.

This is supported by a well-planned and executed technology strategy that IDeaS is very pleased to be part of and we look forward to helping Lemon Tree drive better revenues.”

Nikhil Sharma, the Assistant Vice-President—Operations for the Lemon Tree Hotel Company said, “We chose to work with IDeaS based on their proven ability to deliver the financial benefits of revenue management as well as the operational benefits. IDeaS has a team of over 200 people in India focusing on revenue management, demonstrating strong commitment to business in India.”

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News Scan

HOTEL Business Review

Appointments

Vandana Dutta, has been appointed as Director – Business 18

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Development for The Claridges, New Delhi. She has over 12 years of experience behind her in the h o s p i t a l i t y s e c t o r. S h e w a s working as the Director of Sales for the hotel for the past three years.

In her new role, Vandana will be responsible for all sales and marketing activities, besides having the responsibility of brand management and positioning of the boutique hotel. She will also be responsible for generating avenues for further business, strategic efforts and for leveraging the presence of global partnership to drive more commerce. Under her leadership and guidance, the hotel has experienced tremendous growth and recognition. She has been associated with properties like Radission Blu, Mahipalpur & hotel chains like Le Meridian.

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Deepak Manocha Deepak Manocha has joined as the General Manager at the JW Marriott Chandigarh. In his new role, he will oversee the hotel operations, including guests’ and associates’ satisfaction, human resources, financial performance, sales and revenue generation, and the overall performance and strategy execution of the hospitality property.

With a career in the hospitality industry spanning well over 15 years, Manocha, who is admired for his discerning knowledge of the industry, brings with him a rich experience of having worked with various brands of the Marriott International for over a decade. In his last assignment, Manocha successfully opened the Courtyard by Marriott, Pune Hinjewadi as the General Manager of the hotel.

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Courtyard by Marriott Gurgaon has announced the appointment of Kanika Hasrat as the new General Manager.

Kanika joins Marriott with an experience of about 16 years in hospitality industry. She will lead the team in developing the hotel’s vision and strategy, as well as oversee its total operations. She will also play a vital role in employee training and development, while driving performance across various aspects including financial success, brand value, guest satisfaction and engagement as well as service quality.

Kanika held various challenging positions such as the Director of Services, Front Office Manager and the Director of Rooms at JW Marriott Hotel Mumbai, and the Director of Services at Marriott Amsterdam. Most recently, Kanika has served as General Manager of Trident Jaipur.

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Park Hyatt Goa Resort and Spa has announced the appointment of Srinivasan Raman as the Director of Food & Beverage at the award-winning destination resort. Raman brings more than 12 years of expertise in the food & beverage industry. At Park Hyatt Goa Resort and Spa, Raman will oversee the F&B operations of the fine collection of restaurants and bars and will administer the profitable management of the food & beverage services through service and product efficiency. In his new role, he will be responsible for upholding and enhancing the culinary experiences at the resort through innovation and cutting-edge concepts and processes.

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Rejin Thomas has joined Courtyard by Marriott Chennai as the Director of Sales with effect from July 2012. Rejin Thomas is an industry expert with vast experience in the hospitality industry. As the Director of Sales, Thomas will be responsible for revenue generation for the hotel, be in charge of the rooms and banquets, and will also take care of the reservation covers for the day. Besides his corporate responsibilities, he is an ardent weekend Chef; he loves to experiment in kitchen.

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Rejin Thomas

Ashley James Ashley James has joined Courtyard by Marriott, Chennai as a Front Office Manager. He brings with him a rich and varied experience of having worked with eminent hospitality brands. He graduated from the Bangalore University and completed his high school and pre-university from Bangalore.

As the Front Office Manager, James began his career with the Oberoi Bangalore and was with the property for ten years. During his tenure with the Oberoi, he completed the much coveted Potential Identification Cell. Moving on from the Oberoi, he had successful stints with the Ista Hotels’ properties in Bangalore, Amritsar and Pune.

HOTEL Business Review

News Scan

A Coveted Honour for the Lemon Tree Hotels

ONYX Hospitality Group to Expand into New Markets

Lemon Tree Hotels was recognised in India’s Best Companies to Work For 2012 study and featured among the Top 50 companies to work for. Lemon Tree has built a culture where team members are encouraged to take initiatives, to exchange opinions and ideas and to contribute directly to the business. This open corporate culture, which is seen as refreshing, has been instrumental in high employee satisfaction levels. In a business that is normally under pressure due to high employee attrition, Lemon Tree has one of the lowest attrition rates in the industry.

Patu Keswani, the Chairman and Managing Director, Lemon Tree Hotels, said, “The culture of Lemon Tree Hotels is focussed on keeping our employees happy as we recognise that consistently delighted guests and consequent business success will only be possible if our team members are engaged. This correlation is evident today as 80 percent of Lemon Tree Hotels (14 out of 18 hotels) have also just been awarded the Trip Advisor Certificate of Excellence, 2012 from the leading global online travel portal Trip Advisor.”

Bangkok-based hotel management company ONYX Hospitality Group is set to conquer new markets, by opening its first Amari properties in the Middle-East and India. The company plans to enter Sri Lanka in 2014 with new select service brand, OZO. In 2010, ONYX set a goal to become one of Asia’s leading providers of hospitality by 2018 with a portfolio of 51 operating properties. By the end of this year, the group will have 34 operational properties with an additional eight contracts signed for the future, which portends that the target set in 2010 would be surpassed well ahead of the schedule. OZO Wesley Hong Kong will come up in 2013. The OZO brand is also set to open its first resort property, OZO Chaweng Samui, on the Thai island of Koh Samui, in late 2013. Two further management agreements have been signed with Sino Lanka Hotels Holdings for the development of properties in key Sri Lankan cities of Colombo and Kandy.

Amari, the centrepiece of the ONYX portfolio, will see the development at both brand and territory level from 2012 onwards. In Thailand, the opening of Amari Hua Hin in August

2012 will see the first purpose built Amari property to embrace the new look and feel of the brand since it introduced its new concept in 2009. In October 2012, Amari Doha in Qatar will open its doors, marking Amari’s first step into the Middle East.

Mid 2013 will see another first for the brand, as the first Amari property in India will be formally introduced with Amari Ludhiana, following a soft opening period. As well as the new openings, the brand will also be making enhancements to its existing hospitality portfolio.

ONYX Hospitality Group President and Chief Executive Officer, Peter Henley commented, “2012 is an important year for ONYX, as we see the company open three properties, whilst also taking our first steps as a company into three new markets. In 2013 we will also be welcoming guests to our first ever OZO property in Hong Kong, paving the way for several further OZO projects in the near future.”

“Our expansion plans into the Middle-East and India present a great opportunity for us to take advantage of growing domestic visitor numbers, whilst plans to expand our offering into Sri Lanka will ensure we have a foothold in one of the world’s fastestgrowing tourism destinations. A fundamental part of our expansion strategy is to develop operations in a geographical area stretching from the Middle-East to China and Australia, ensuring logistical and operational control from our Bangkok headquarters,” he added.

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HOTEL Business Review

News Scan

CYMMIA to Get You Floored Courtyard by Marriott Mumbai International Airport (CYMMIA) has launched an all new floor of guestrooms to offer superior hospitality. CYMMIA welcomes guests to enjoy the eighth floor as it becomes fully operational. The floor offers worldclass hospitality with the addition of 39 all new guest rooms.

Located in the heart of the business hub of North Mumbai, the hotel, designed with both leisure and business travellers in mind, is spreading its wings and growing from strength to strength.

The new guestrooms at the hotel are a distinctive blend of contemporary and conventional style, designed exclusively by the internationally renowned firm, TID associates. Each stylishly decorated room is equipped with a large, well-lit work desk, ergonomic chair and complimentary high-speed Internet access to keep every guest connected during her/his stay.

Green has been the Courtyard’s signature colour since Marriott launched the brand 25 years ago. Now it is getting greener with the introduction of a guest recycling program for the environment. Receptacles for paper, glass, plastic and metal will be conveniently located by side exits.

Marriott International to Enter Sri Lanka Sri Lanka will have its first property by Marriott International, named The Weligama Bay Marriott Resort & Spa. The property is slated to open its doors in 2014. To launch the property, Marriott International has signed an agreement with Weligama Hotel Properties Ltd., a fully owned subsidiary of East West Properties PLC. The 200-room, 11-storied Weligama Bay Marriott Resort & Spa, will be operated under Marriott’s flagship Marriott Hotels & Resorts brand. Marriott International currently operates over 3,700 hospitality properties in over 73 countries and territories around the globe.

“Marriott is delighted to be extending its portfolio and opening a world-class hotel in Sri Lanka” commented Simon Cooper, The President and Managing Director, Marriott, Asia Pacific. “Sri Lanka is a destination that has great potential and opportunity and we hope to capitalise on that and establish a strong presence in the country.” Marriott International is seeing great opportunity in Sri Lanka with ever-increasing visitor numbers to the country. “While India, the UK and Germany are the largest source markets for hotels in Sri Lanka; the Middle-East and Russia are the emerging source markets and with the Sri Lanka Tourism Development Authority (SLTDA) aiming to achieve a target of 2.5 million tourist arrivals by 2016, we are confident of attracting a great number of leisure and business guests to the property,” asserted Cooper.

Commenting on the project, Nahil Wijesuriya, the Chairman, East West Properties PLC said: “We are among the first companies in Sri Lanka to sign up with an international branded hotel company. The resort is being built according to Marriott International’s five-star brand standards, with a beach frontage of 115 meters on the Galle-Matara road, in the South-East part of the country.

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HOTEL Business Review

News Scan

Ozone Hub Opened in Chennai Recently, Ozone Overseas Pvt. Ltd., a global brand for reliable architectural hardware solutions, inaugurated its first Display Cum Training Centre in Chennai with The Ozone Hub at Spurtank Road, Chetpet, Chennai. Conveniently located in the heart of the construction and building material activities of the city, this display cum training centre could become an important stop for all architects, builders and anyone doing any construction or renovation activity. The center can help the hospitality industry of the city to a great extent.

The centre comprises of live display and working models of glass fittings, shower enclosures, stainless steel railings, automatic doors along with hardware for wooden doors and furniture and even electronic safes. The centre boasts of a live demo of more than twenty types of glass and wooden doors; using different wooden derivatives which work on sliding or swing mechanism, and can be operated manually, automatically or with remote control. The centre also has various types of shower cubicles and accessories for achieving the dry bathroom concept. A wide range of modern stainless steel soires are also on display at the store.

The displays are showcased in such a simple manner that even an end-user can understand how a door or shower cubicle can be made, and decide on which fitting fits her/his requirement. The

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ozone hubs, being created by the company on a pan India basis, are not just the product display centres but can also impart technical know-how, functionality and usage of each product to its potential customers – whether be an architect, interior designer, contractor, builder, fabricator or end-user.

Marriott Hotels India Recognised Among India’s Best Companies to Work for in 2012 Marriott Hotels India Pvt. Ltd has won the distinction of being one of the Best Companies to Work For in 2012 by the Great Place to Work Institute, India. Marriott Hotels India is once again adjudged the best employer amongst the hospitality brands in India and ranks 7th amongst the top 25 companies to work for in India. The group has won the accolade for the sixth year in a row from a total of 580 companies who participated in the survey. Marriott Hotels India Pvt. Ltd. was judged the best place to work at in hospitality because the employees trust the people they work for, have pride in what they do and enjoy the company of people they work with.

This was evident in the feedback in response to the survey conducted by India’s Best Companies To Work For 2012.

Several practices of the group discovered in the Culture Audit conducted by the team of the study also helped the group in winning the award.

The company’s policy is based on the strong foundation of three pillars: an open-door policy, empowerment and fairness.

The Marriott employees enjoy and have pride in being a part of the group. This was also revealed by the study.

Rajeev Menon, AVP – India Subcontinent, Maldives & Australia, Marriott International Inc., said, “The well-being and growth of our employees have always been at the heart of all that Marriott strives to do. We believe our associates are our greatest strength; it is a principal that is lived and practiced by the Marriott Hotels across the world.”

Gurmeet Singh, Area Director of Human Resource — India, Maldives— Marriott International Inc. further added, “In the hospitality industry, we tend to work while everyone is having fun, but we try and make sure working at the Marriott is just as enjoyable. At the Marriott we constantly work at creating and inculcating a culture where there is a level of confidence, empowerment and growth among each and every associate.”

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HOTEL Business Review

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Indians are High Spenders on Hotels Among Asia-Pacific Countries

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fellow travellers in the region, Indian business travellers are most likely to be entrepreneurs, with 17 percent of the Indian business travellers surveyed saying they own their business. As per the survey, across Asia-Pacific, this average is only 10 percent, with Australia and New Zealand tied for the second place at 14 percent each. Among the nine countries covered in the survey, Indian travellers are also the most likely to take business trips to visit customers, with 58 percent of the respondents citing customer visits as a reason for travel, followed closely by Mainland China at 57 percent.

However, it seems women entrepreneurs are still a rarity in India.

While business travellers from India are more likely than elsewhere to be in control of their own fortunes they are not likely to be women. In fact, India had the lowest female-to-male ratio among AsiaPacific business travellers, with women comprising only of 6 percent of travellers.

This is a dismal figure as compared to the regional average of 26 percent women business travellers, according to the survey.

Another observation of the survey is that when it comes to making reservations,

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ccor, the largest international hotel operator in Asia-Pacific, has revealed the findings of its third annual Accor Asia-Pacific Business Traveller Research Survey, which seeks to better understand the travel and behavioural preferences of business travellers based in the Asia-Pacific region.

The survey interviewed over 2,500 respondents from nine countries in AsiaPacific, who made business trips in the first half of this year. According to the Accor Asia-Pacific Business Traveler Survey 2012,Indian business travellers are among the top spenders on hotels in the AsiaPacific region.

The survey finds that Indian travellers have one of the highest hotel budgets in Asia-Pacific, spending an average of US$399 per trip. According to the survey, only Singaporean business travellers spend more, averaging US$468. In terms of nightly spend on accommodation, Indians rank third at US$133, up from US$128 last year. Australians and Singaporeans took the top spots, at US$173 and US$156, respectively, with Mainland Chinese (US$98) and Indonesian (US$81) travellers spending the least in the Asia-Pacific region.

Survey also reveals that, compared to

business travellers from India are the most likely in the region to book directly on the hotel’s website – with 69 percent of the Indian respondents saying they usually make reservations via the hotel’s online booking channel and a further 19 percent of them saying they use online travel agents. This result is substantiated by the finding that Indian business travellers believe that hotel’s branded websites provide the most competitive rates, whereas only 12 percent of them think independent websites offer the cheapest prices.

While Indian business travellers covered in the survey tend to be ambivalent about a hotel’s environmental commitment, with only 43 percent saying it influences their hotel choice and only 33 percent saying they would be willing to pay more for sustainability, interestingly there are some ‘hot button’ eco-issues they do care about. Indian executives in the survey identified initiatives to save water and energy as the sustainable development topics most important for a hotel, attracting the highest responses in the region.

Indian business travellers agree with their counterparts across the region that a comfortable bed is the key, with 53 percent of Indian executives covered in the survey saying they care most about having a comfortable bed when choosing a hotel, ahead of a good quality bathroom (50 percent) and free Internet (46 percent). According to the survey, among the Asia-Pacific business travellers, the Indian business travellers are the most likely to crave for the creature comforts of home, with 65 percent of Indian travellers looking for amenities and products from their home country; well above the regional average of 52 percent.

As far outbound travel preferences go, Indian business travellers in the survey identified Singapore (31 percent), Thailand (26 percent) and Mainland China (18 percent) as their top three business destinations in the Asia-Pacific region, for the first half of 2012.

Focus

HOTEL Business Review

Facilitating Cleanliness The Lake, the Hills and a Resort in Hospitality T

he role of linen in hotels cannot be overemphasised. Especially, with hygiene becoming an important issue among the guests with each passing day, the day is not far when the quality of linen in a hotel would play a role in influencing its footfalls. Blue Fab has made a name for itself in the Indian hospitality industry, as far as linen is concerned. Established in 1996, as a supplier and manufacturer of linen catering to the hospitality industry, Blue Fab is known for its non-compromising attitude to quality.

According to Sanjay Mallick, Proprietor of Blue Fab, the company offers an exclusive range of table linen which includes table cloth, nepron/slip cloth, napkins, mats, runners, bamboo mats, among others. For restaurant and banquet linen, Blue Fab is a name on which the hospitality industry can depend on.

In terms of banquet linen, the repertoire of Blue Fab includes ready made frills, chair covers, buffet sheets, napkins, etc. “We also

provide kitchen uniform, which include Chef coat, cook coat, trouser, apron, cap, scarf, waiter cloth, etc.,” informed Mallick. Besides kitchen uniforms, the uniforms for housekeeping personnel, corporate uniforms and uniforms for administration personnel.are also being provided by Blue Fab. “Besides these, we provide furnishing fabrics like curtain and upholstery,” pointed out Mallick. On March 2012, the company, which is functioning since January 2012 from Rithala industrial area, has launched an exclusive range of bamboo/cane linen.

Mallick believes that the sales of his company’s linen are expected to receive a fillip in view of the fact that more and more hotels are opening up and fine dining restaurants are coming up with innovative ideas. In fact, he believes that the suppliers of linen to hospitality industry can benefit from this buoyant trend. “If new players with huge hotel projects enter the industry then obviously the demand for the linen products would increase, provided we the linen suppliers continue to give our best in terms of cost-effectiveness, durability, and eco-friendliness,” asserted Mallick.

He also views that the growing customer consciousness towards hygiene and service and other housekeeping aspects would endow the Indian hospitality industry with a more professional approach.

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apple Hotels, Palaces and Resorts, a mid-market hotel chain which emerged in India’s hospitality scenario in November 2006 with the launch of its first hospitality property in Hyderabad, has come up with a new property in the pristine environs of Bhimtal, named Mapple Hermitage Bhimtal. Bhimtal is a town located in the Nainital district of Uttarakhand, where an ambience of serenity complements the sombre mountains; witnessing the passage of civilisations through eons.

This charming property in a picturesque setting is nestled amidst the sylvan Kumaon hills.

The resort has 48 air-conditioned rooms offering spectacular views of the Bhimtal Lake and the hills. It has 24 Lake View Rooms, 14 Valley Facing Rooms and 10 Cottages. Every room has a balcony with a sitting area.

Located just 345 km from Delhi, the newly built property has a 100 cover specialty multi-cuisine restaurant with a sumptuous selection of Indian and Continental fare. The resort is also endowed with a climate-controlled swimming pool, gym, spa, and options to have table tennis and other games. It would interest the business tourists to know that the resort has an 1800 sq. ft. conference hall where 200 persons can sit in theatre style.

June-July ’12

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HOTEL Business Review

Exploring the

Offbeat India

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C o v e r St o r y Nowadays, inbound and even domestic tourists to and within India are becoming more adventurous and experimental in their leisure travels than before. Many of them are not content with run-of-the-mill holidays, and are looking for offbeat destinations in India and abroad in an earnest manner. In this context, many offbeat destinations in India can be of great interest to these leisure tourists, provided these offbeat destinations have a well-developed hospitality infrastructure and provided they are marketed well to their target profile.

Developing classy 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.

And if the hospitality infrastructure at these places is not adequately developed in the short-run, and if these destinations are not marketed well, we may see many more moneyed and adventurous domestic travellers opting for outbound locales, instead of choosing India. That would be a case of lost revenues in a big way. Here Swarnendu Biswas explores some of the offbeat destinations and regions in India, which the Indian hospitality industry should explore in a big way to harness untapped business potential.

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n increase in disposable incomes among pockets of Indian population, increased exposure to the exotic places through Internet and television, and shifts in lifestyle induced by steady predominance of nuclear families and economic empowerment of women are contributing towards fostering adventurism in India’s travel options. According to the online travel portal, Tripadvisor, 35 percent of Indian travellers are heading out to offbeat destinations within the country and abroad.

HOTEL Business Review

the cost. How many of us have travelled through the pristine beauty and vibrant cultural legacies of North-east India? Not many, I am quite sure.

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, showing a more than impressive compound annual growth rate of 10.5 percent. For this growing trend towards outbound travel when many of our ethereal domestic destinations remain relatively unknown and unexplored, our

tourism and hospitality industry are to be held responsible.

In light of this stupendous growth of India’s outbound travel, 851 million domestic tourists in 2011, though being an impressive number, doesn’t speak well of Indian government’s and Indian hospitality industry’s ability to tap the country’s awesome domestic tourism potential. Especially when we see that the country attracted an impressive 19.5 million foreign tourist visits (FTVs) in the same year.

Though the number of domestic

Need to Attract the Outbound But I doubt whether many of the wellheeled Indians who opt for Phi Phi Islands in Thailand or travel through the rainforests of Malaysia, or venture to Iceland and Greece for their holiday vacations know or have heard as much about Digha, Ganapatipule or for that matter of Gurez Valley as they know or have heard about those exotic foreign destinations. They may have been spellbound by the fascinating flower beds in the Netherlands, but are they aware of the Valley of Flowers in Uttaranchal? Many of them would prefer to go to Machu Pichu in Peru, without ever bothering to visit the Magnetic Hill at Ladakh, at probably one twentieth of

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HOTEL Business Review

tourist visits in India increased from 462 million in 2006 to 740 million in 2010, this impressive increase in domestic tourism figures could have been much bettered with more imaginative marketing of our offbeat tourism attractions, and provision of more and better hospitality infrastructure to these relatively unexplored places. The growth rate of domestic tourism in India, which was 13.8 percent in 2011 over 2010 and 11.6 percent in 2010 over 2009, is hardly encouraging considering the population and growth of disposable incomes in select pockets across the country.

Marketing and Infrastructure The top three states of India in terms of domestic tourists visits in 2011 were Uttar

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Pradesh (155.4 million), Andhra Pradesh (153.1 million), and Tamil Nadu (137.5 million) respectively. The fact that ten states of India contributed about 85.3 percent to the total number of domestic tourists in India during 2011 shows how lopsided our domestic tourists are in terms of their choice of destinations. The statistics cries out for greater participation of domestic tourists in the vast unexplored regions of India, housing great natural beauty and historical and cultural legacy.

Many of these more than 1crore outbound tourists for business or leisure from India 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.

Succinctly, developing these destinations or regions would not only encourage more revenues for the Indian hospitality industry but would also create more employment opportunities as according to the estimates of the Planning Commission, the travel and tourism sector creates 78 jobs per million rupees of investment, as compared to 45 jobs in the manufacturing sector for similar investment.

Deciphering Digha Among the fascinating offbeat destinations spread across the vast length and breadth of the country, Digha in West Bengal is perhaps relatively well-known. However in the same breath one must say that this scenic sea resort, located 187 km southwest of Kolkata and easily accessible by bus, train or car from the same metropolis, is primarily frequented by tourists from West Bengal, and not a great many tourists outside the state knows much about the place, though its tourism potential was discovered by the British during the late 18th century. Digha was referred to as the ‘Brighton of the East’ by Warren Hastings.

In the early 1920s, an English tourist named John Frank Smith was so mesmerised by the scenic beauty of Digha that he made the place his home. His writings about Digha slowly helped the

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HOTEL Business Review

place to gain exposure… After independence, Smith convinced Dr. Bidhan Chandra Roy, the erstwhile Chief Minister of West Bengal, to develop Digha as a beach resort. But still a lot remains to be done as far as the place’s pan Indian popularity goes.

Digha has a low gradient with a shallow sand beach extending up to 7km in length, which is periodically caressed by gentle and roaring foamy waves of the Bay of Bengal. The beach is dotted with casuarina plantations along the coast.

Beach views from both the Old Digha and New Digha are ideal for sunrise and sunsets.

However, the beach at New Digha is bigger and cleaner than the beach at the Old Digha. Digha can come across as a perfect hangout zone for families and friends, frolicking on the waves, and also as the desired destination for enjoying the vastness of nature amidst solitude. If you are the itinerary-focused tourist, then I would say that The Marine Aquarium and Research Centre (MARC), Amravati Lake, and the Snake Farm should feature in your travel schedule at Digha.

The Marine Aquarium Research Centre has the largest inbuilt marine aquarium in the country and is equipped with sea water circulation system and advanced filtration unit. The aquarium has 24 big sized (15x10x10') marine tanks and 8

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fresh water (3x2x2') tanks, which are equipped with compressed air supply, along with light and regulated supply of inflow & outflow of water. Amravati Lake is great for boat rides, and in the vicinity of the lake is the snake farm where you can get glimpses of creepy creatures.

In the vicinity to Digha, lies the Subarnarekha river, which merges into the Bay of Bengal. It is on the West BengalOrissa border. Just 14 km from Digha waits the relatively less explored and largely unspoilt beach of Shankarpur where besides marveling the mighty waves amidst sparse crowd, you can also study the fishing harbour project. Talsari beach, located just 3km away from Digha, is also worth visiting. 40 km from Digha there is the Junput beach, which is a popular destination for fishing and sun bathing.

However, Digha in its entirety holds much more tourism appeal than its tourist attractions can garner. It is a place which is not suited for hurried tourism, but for leisure travel. It is a place which grows on you, like the waves which grow on the darkened sea, with the entry of twilight.

And as you make plans to depart from Digha while clicking pictures of the dark waves glistened by moonlight, you are urged to come back again to bath in the foamy sun-kissed waters…on another day, on another time, at the same place!

Yes, besides catering to leisure tourists

who love nature, fun and solitude, Digha can be ideal haven for holding meetings and conferences too where vastness of nature can help broaden the scope of business visions of tomorrow. It is a place which needs to be projected in a much more aggressive and yet creative manner across India and the world at large.

Regarding this West Bengal Tourism should play a more proactive role in tandem with suitable private participation.

If moneyed domestic and inbound tourists from far flung corners of India and the rest of the world start visiting this place in droves, can the reputed five-star hotel chains be far behind in tapping that business potential?

A Village by the Sea Ganapatipule in Maharashtra presents you with one of the most spectacular beaches on the Konkan coast, characterised by sparkling blue waters and golden sands.

The serenity of the place, together with its natural beauty, is likely to ebb away the tensions of modern day life, at least during the stay at Ganapatipule. The twin beaches of Aare-Ware and the Malgund beach flank either sides of the Ganapatipule beach.

Located 375 km south of Mumbai, this idyllic village of Ganapatipule consists of only 100 houses or so. However, despite its small size, this village is a haven for the

C o v e r St o r y seasoned beach lovers, and is also frequented by pilgrims. And with its spellbinding nature, characterised by the torquoise blue waters and rich flora of mangroves and coconut palm trees, interwoven with religious hues, Ganapatipule deserves prominence in the tourism map of the world.

Other than its pristine beaches, the temple of Swayambhu Ganpati(the idol is believed to be self-originated), located on the Ganapatipule beach is the major attraction of this village drenched in serenity. The place is frequented by thousands of devotees each year. At Ganapatipule there is also a unique museum named Prachin Konkan which depicts myriad aspects of Konkan life from the years long gone by.

The tranquil village of Veineshwar, located in the vicinity of Ganapatipule, also has a coconut-fringed beach to entice the beach lovers and the lovers of nature.

The village develops a celebratory mood every year during the Maha Shivaratri fair, when the place gets pilgrims in large numbers, who visit the old Shiva temple.

While visiting Ganapatipule, make it a point to visit the Malgund village, located just 2 km from Ganapatipule. Especially those who have a liking for history and India’s rich regional literature would highly appreciate this visit. Malgund is the birthplace of the famous Marathi poet Keshavsoot. The nineteenth century born

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poet is considered the pioneer of modern Marathi poetry. One can visit the poet’s home, which has been renovated. It now functions as a student’s hostel. There is also a memorial to the poet, built by the Marathi Sahitya Parishad.

Jaigad Fort, which is greeting the visitors from a cliff at the entrance of the Sangameshwar river since the 17th century, is also worth a visit. It is located just 35 km from Ganapatipule. From the fort you can have a wonderful sea view which few luxury hotels can afford, along with the bonus of a kaleidoscopic view of Konkan rural life.

Then there is Pawas, another place of spellbinding natural beauty around Ganapatipule, which also houses the Ashram of Swami Swaroopanand. The spiritual leader did have a great influence on a generation of Maharashtrians. Just 6– 7 km from the Jaigad Fort stands a Light House, which has been operational since 1932. It provides breathtaking and panoramic views of nature. If you want to see the Light House from inside you need to visit the place between 4.00pm 5.30pm.

Despite its varied tourist interests, like Digha, Ganapatipule too as a whole holds much greater appeal than its tourist attractions taken together. This village by the sea with a temple resonating with legend is likely to enchant the tourists to come again… It is about time the leading

hotel chains in India start listening to the music of the waves at Ganapatipule more attentively.

Switzerland in Himachal There are many other wonderful offbeat destinations scattered across the length and breadth of the country. For example, there is much more to Himachal Pradesh than Shimla and Kulu Manali or say Lahaul and Spiti. Instead of visiting Switzerland, why not visit Khajjiar in Himachal Pradesh? It is located just 23 km from Dalhousie by road, at 6500 ft. above sea level. Not many know that this quaint hill station in the Chamba district of the state is known as India’s Switzerland by many discerning travellers. It is also referred to as the Gulmarg of Himachal Pradesh.

The picturesque ambience of Khajjiar will slowly seep into your soul. Its lush green meadows are surrounded by the forests of sombre and tall pine and cedar trees. Grazing herds of sheep, goats and other milch cattle add to the pastoral imagery of the place. There is a saucer shaped meadow which shelters a placid lake at its centre, and the lake in turn has nurtured a floating island since time immemorial.

Here the culture of nurturing Mother Nature spreads its gentle green hues all around. Just shift the gaze of your binoculars a little away from the lake and

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you would find the temple of Khajji Nag, greeting the devotees since the 12th century AD. The temple has images inspired from India’s great mythological work, Mahabharata, and its sanctum is beautifully carved from wood. Overall, Khajjiar is a place where you can find yourself amidst the greenery and scenery of nature, which can be conveniently explored through horse riding.

But how many among the Indian hospitality industry are aware of the place’s awesome tourism potential? The beautiful place even doesn’t have a very frequent bus service. The golf course at Khajjar is crying for maintenance, signaling government apathy. But still the place is great for family vacation and also for visiting alone to have a very personal and introspective date with nature.

That doesn’t mean that MICE tourism cannot blossom here, if political will is applied with imagination.

Yes, the river island with a predominantly tribal population has been the abode of Assam’s neo-Vaishnavite culture and still retains many Vaishnava monasteries, which are worth visiting for.

Many of these monasteries preserve antiques like weapons, utensils, jewellery and other items of cultural significance.

Originally, Majuli had an area of 1250 sq km, much of which has been dwindled due to erosion.

Now the island has 144 villages with a population of close to 1.5 lakh. A travel through the island can give a sensitive tourist glimpses into the rich tribal traditions of Majuli and their vibrant arts and culture, which are still by and large unaffected by the onslaughts of maddening modernism of homogenous

The Lake and the Island Pangong Lake at Ladakh is another detour which experimental tourists in India and abroad are and would be excited to reach. The spellbinding scenery of this endorheic lake with crystal clear blue brackish waters located at an exalted altitude of 4350 meters above sea level; surrounded by mountain ridges draped in white, can make any arduous journey worthwhile.

More than 60 percent of this 134 km long lake, which is only 5 km at its widest points, flows into Tibet. However, it is advisable to not visit the lake during winters, because then it freezes completely despite its saline water content. The lake not only has the potential to be a tourists’ paradise, but also geologists’ delight.

Instead of thinking of building a hotel in Venice, how about building a fancy hotel in Majuli, the largest fresh water mid-river deltaic island in the world? Yes, it is located in India, in the much neglected state of Assam, amidst the mighty Brahmaputra river. The island has great bio-diversity. The rich ecological reservoir is characterised by rare breeds of flora and fauna. Majuli affords spectacular views of nature, along with insights into the neo-Vaishnavite legacy of the state.

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globalised variety. For example, still pottery work in Mâjuli is made from beaten clay and burnt in driftwood fired kilns, which is not dissimilar from the ancient Harappan traditions. The Majuli tribal population is also renowned for its intricate handloom works.

On the three-day-long raas festival, depicting the life of Krishna, the entire island celebrates along with a number of tourists who visit the island during the event from far and wide corners of the planet. However, still the connection of the outside world with Majuli is only through a ferry service, which operates only twice during the day. The tourism infrastructure of the place, which affords tremendous potential for eco-tourism and religious tourism, needs urgent attention.

If not cared for, erosion is likely to submerge this treasure-trove of nature and culture within the next two decades.

The Aesthetic Temple South India too has a plethora of offbeat tourist destinations, and the town of Lepakshi in Andhra Pradesh is only one

among them. Just 120 km from the IT hub of Bangalore, this village has immense historical and archeological relevance, which the Indian hospitality industry needs to tap more seriously. The village has shrines dedicated to Shiva, Vishnu and Veerabhadra.

The Veerabhadra Temple or Lepakshi Temple is the most famous of the temples of this town. It houses some of the best mural paintings of the Vijayanagar Kings.

The awe-inspiring dexterity of the artisans of Vijaynagar empire is reflected in the form of sculptures at the temple, primarily portraying mythological episodes, whose highlight is perhaps the ‘Nandi’ the bull; made out of a single granite stone. The structure with its towering 6 feet height and 8 metre length is really captivating.

The enchanting frescos of Ramayana and Mahabharata, which are depicted on the ceilings of the temple in Lepakshi style of painting, make one wonder about the awesome creativity… unfortunately lost in the alleys of our past. Many ancient Kannada inscriptions dating back to centuries are inscribed on the walls of the temple. The intricate carvings on the pillars of the temple enchant the tourists but they are not the only reason behind the appeal of the Lepakshi Temple. What is singular about this great temple is that one single pillar is believed to have been holding the entire edifice of huge Lepakshi temple!

The Wonderful India The river cruise through Sunderban, the largest delta of the world and a UNESCO World Heritage Site where you can chance upon fascinating glimpses of the Royal Bengal Tiger if you are lucky, snake boat race and backwater cruise in Kerala, the experimental township of Auroville, the singular village named Mathur in Karnataka where people use Sanskrit in their day-to-day communication, the unique tribal customs at Chhattisgarh, and many, many more enticing and lesser known facets of the amazing experience called India deserve urgent and more serious attention by more numbers of domestic and inbound tourists, than they are getting now, and of course, also by our governments and the hospitality industry at large.

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Hospitality

Green

Becoming

One of the powerful emerging trends in the hospitality sector is to harmonise tourism and environmental sustainability, which has paved the way for eco-tourism. The World Tourism Organisation had noted eco-tourism as the fastest growing market in the tourism industry, showing an annual growth rate of 5 percent across the globe. Environmentally responsible business practices merge well with the recent popularity of eco-tourism. And the popularity of eco-tourism is manifested through the multitude of ‘green hotels and resorts’ or ‘eco-friendly hotels and resorts,’ which entail hotels and resorts that are providing environmentally friendly hospitality through the efficient use of energy, water, and other materials while providing quality services.

Hotels and resorts termed as green properties or want to be tagged as green properties should endeavour to conserve and preserve by saving water, by reducing energy use, and by reducing solid waste. In doing so, besides contributing towards restoration of our fragile environment, they can accrue many tangible benefits to their bottom lines in the long-run, in the way of reduced costs and liabilities, and greater numbers of footfall of environmentally-friendly discerning tourists.

Here Ashok Malkani takes a look at the green hospitality scenario in India and observes that in the long-run, despite their comparatively high construction costs, the green hotels tend to prove to be more economical than non-green hotels offering comparable levels of hospitality solutions, on an average.

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T

ourism is one of the important engines of growth of the global economy, but its unimpeded growth over the years has adversely impacted the environment and often eventually leads and has been leading to the compromising the reservoir of natural resources to a significant extent. This impending danger along with rising environmental consciousness has led to the relevance and need for eco-tourism, or tourism which focuses on sustaining the natural resources and environment in our societies.

From Eco-Tourism to Green Hotels And the combination of tourism and environmental sustainability has led to the demand and consequent growth of eco-friendly hospitality. It is because

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hospitality always has to respond to the growing trends in tourism in order to bolster or maintain its bottom lines. As more and more tourists are showing an interest towards eco-tourism and adventure tourism holidays, the ecofriendly hotels and resorts are surfacing in the industry, across the globe. In India too the global trend towards energy-efficient green hotels and resorts has gathered momentum.

Recycling programs and energy saving equipment are getting vogue in hotels and resorts, which includes many Indian hospitality properties too.

Healthy initiatives such as installing chlorofluorocarbon-free air conditioners, introducing rainwater harvesting, using solar and wind power, adopting linen reuse programmes, and recycling waste are becoming commonplace in the Indian hospitality sector.

But we are not at all sure whether environment consciousness or profit is

the main motive behind the slew of ecofriendly hotels and resorts crowding India’s hospitality sector. Perhaps the emerging green hospitality trend is a combination of both these factors, but the result is the gaining foothold of sustainable hospitality. And in turn this environment-friendly hospitality not only entails responsibility towards environment, but also can include more responsibility towards the hospitality properties’ bottom lines.

The concept of green building encapsulates myriad aspects of sustainability, focusing on minimising adverse environmental impacts through a holistic environment-friendly approach towards construction, preservation and conservation strategies.

Unlike a conventional building, green buildings focus on efficient use of water and energy, prefer to opt for renewable energy solutions wherever possible, go for recycled/recyclable materials, and

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introduce stringent parameters for maintenance of indoor air quality among others. Their housekeeping solutions also often employ non-toxic cleaning agents and laundry detergents, and should strive to use organic cotton sheets, towels and mattresses wherever possible.

However, we must remember that the term eco-friendly hotel or eco-friendly resort is a fairly broad term and the scope of these properties should not only be limited to energy saving practices to be eco-friendly in a holistic sense. An eco-friendly hotel or a resort should ideally be based on various criteria. They include dependence on natural environment, emphasis on ecological sustainability and conservation of resources, provision of environmental training programmes to the management and staff after given time intervals, respectful of the cultural considerations of the place where the given hospitality property is being built, and provision of economic benefit and employment to the local community of the area where the said property is being built.

Key Areas of Impact The three fundamental edifices of ecofriendly properties are savings on energy, water, and waste. Hotels generally use more energy per person than a

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ncidentally, many of the green hotels are endowed with the United States Green Building Council’s Leadership in Energy and Environmental Design (LEED) certification. LEED is an internationally recognised green building rating system. LEED’s certification is a rigorous process whereby hotels, and all buildings for that matter, have to meet strict environmental standards on a gamut of aspects, ranging from recycling to water efficiency.

LEED certification provides independent, third-party verification that a building, home or a community has been designed and built using strategies aimed at achieving high performance in key areas of human and environmental health — sustainable site development, water savings, energy efficiency, materials selection and indoor environmental quality.

ECOTEL is another important certification for eco-friendly hotels. ECOTEL is an environmental certification specific for the hospitality. It enables hotels to be truly green and sustainable over the long term – by involving the entire value chain of owners, architects, operators, employees, suppliers and hotel guests. ECOTEL was developed by HVS in association with the Rocky Mountain Institute, USA with the help of engineering and hospitality experts, in 1994.

ECOTEL facilitates hotels in setting standards in environmental best practices, which in turn help them cut back on operating costs and increase their overall competitiveness. ECOTEL’s mission is “to enable hotels to achieve a strategic and economic advantage through environment-friendly operations, systems and processes while positively impacting their local communities.” ECOTEL aims to do this through its certification and training workshops, which empower hotel communities to improve their standards without compromising the environment. residential building or an office building for that matter, as bars, restaurants, banquets, discotheques are energyintensive places. Studies have found that a hotel emits an average 20.6 kg of carbon dioxide per night. Excessive

energy use or energy wastage is a costly proposition for hotels but with ecofriendly measures, the hotels can manage healthy cost savings on energy consumption.

Hotels also generate a great deal of waste, and approximately 30 percent of waste in hotels can be productively channelised through reuse and recycling.

Otherwise, these huge piles of wastes would not only go waste but would also have the potential to impact the environment adversely. An average hotel guest demand more water from her/his hotel than an average local resident or office goer from her/his residence or office.

The use of water is also generally much more in a five-star hotel with its swimming pool and spa, than in an average housing society or an office. Thus preventing water wastage can save lots of revenue for the hotels.

A Buoyant Trend Incidentally, the ITC Gardenia is India’s first LEED (Leadership in Energy and Environmental Design) Platinum rated hotel. According to Nakul Anand, Director on the Board of ITC, “The ITC Royal Gardenia exemplifies ITC’s vision

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Business and is perhaps the perfect example of finding common rhythm between manmade and natural environment. The challenge was to see how luxury and responsibility could be in harmony together. Thus a series of sustainable measures and practices were embraced to ensure that elements of nature were effectively harnessed at every level inside the luxurious environment of the hotel.”

From its wind cooled lobby that frames a stunning view of the beautiful outdoor island restaurant Lotus Pavilion with its vivid grass topped roof, to the vertical gardens in Cubbon Pavilion and the lobby, and the distinctive nature-driven theme on each floor moving up from earth to sky, ITC Gardenia brings together the best of what is natural and manmade. ITC Gardenia uses frontier green technologies in its systems like water recycling, energy and waste management, along with ecofriendly materials in its architecture and decor, to offer five-star luxury for the discerning business travellers, with the healing touch of nature.

“Understanding the green advantage, ITC now has a platinum rating for all its

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luxury hotels—the ITC Windsor in Bangalore, the ITC Mughal in Agra, the ITC Sonar in Kolkata, the ITC Kakatiya in Hyderabad, the ITC Grand Central, and the ITC Maratha in Mumbai, and the ITC Maurya in New Delhi,” said Ashok K. Verma, who has been managing hospitality projects and engineering for the last three decades.

ITC is not the only hotel chain in India going the green way. Verma also informed that the Pune Marriott Hotel & Convention Centre has been awarded LEED Gold certification, as has the Heritage Madurai Hotel & Resort, while the green credentials of Fortune Select at Lavasa has been enhanced with a Silver rating.

According to Verma, “Some of the salient eco-friendly features introduced in these hospitality properties are zero water discharge, 25-40 percent energy savings over conventional buildings, 40 percent reduction in potable water use, use of treated greywater for flushing, airconditioning and landscaping, use of fly ash in bricks and concrete, usage of high efficiency equipment, and complying to

eco-friendly housekeeping practices.”

If you want something more adventurous than your average ecofriendly hotel then Taj Safaris’ Banjaar Tola, situated along the banks of the Banjaar river, directly overlooking the heart of the Kanha National Park is one of the many luxurious adventure tourism options in the twenty-first century India.

Here the luxurious, yet lightweight, ensuite tents have been designed in a contemporary style, with pressed bamboo wall panels, gorgeous bamboo floors and locally crafted furniture hewn from the timber of exotic Indian trees. The place is home to the highly endangered hardground barasingha and approximately 70 different tree species.

Spread across 60 acres, this jungle camp has fine dining facilities, swimming pool, and a spa. The twin occupancy tents are nestled among towering trees with each tent having a private deck suspended over the river that makes for wonderful jungle views.

On the Savings Front There is a solid logic behind why green

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hotels and resorts are likely to be more profitable than conventional hospitality properties of comparable levels. The adherence to green practices in buildings not only helps to keep their occupants or guests healthy, but can also facilitate to endow these green buildings with greater property value. Reduced energy and water consumption also lead to reduced maintenance and operating costs, which contribute to the buildings’ market valuation in the future and to the revenue model in the present. These general principles of green buildings are very much applicable to the green hotels and resorts too.

For example, The Orchid in Mumbai has saved Rs.33 lakh simply by opting for PL lamps or CFL. According to Krishan Singh, Business Head, Domestic Holidays, Yatra.com, “The ballpark estimate of the savings that a hotel can make in a year through its eco-friendly endeavours would be ranging between 20-25 percent.”

Eco-friendliness in hotels can translate into guests’ benefits too. It should concern a value-seeking holidaymaker that the hotel or the resort she/he has chosen to stay has adopted sustainable practices or not. It is because hotel’s or the resort’s ecofriendly practices can help its management to rent the rooms at cheaper rates. The smart hoteliers would go for eco-friendly options and the smarter ones would opt to transfer some of the improvement in bottom lines through green route in the way of lower room rates. This would in turn further enhance their revenues.

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Eco-friendly Practices Take the case of The Raintree Hotels in Chennai, which are regarded as the first eco-friendly business hotels of south India. These properties save approximately 40 percent energy through various eco-friendly measures.

If you are a guest in these hotels, you have the option to press the green button present in each of the rooms, which would set the room temperature to 24 degrees, thus saving on electricity consumption.

The hotel group caters to its energy requirement by generating as much energy as it requires through its own windmills, located at Udumalpet and Tirunelveli.

The hotel group substantially reduces water consumption by the simple but innovative endeavour of reducing the flow rate of its bathroom showerheads and taps.

And if you are in Goa, the tented accommodation at Yoga Magic, which also offers two boutique suites and indigenously designed eco-toilets, can be your preferred choice over other run-ofthe-mill five-star luxurious options.

At the eco-toilet of Yoga Magic, solid and liquid wastes are being segregated.

The former drops into a mixture of mango and jackfruit woodchips and earth, while the latter is siphoned by pipe to fertilise the banana trees located behind the tents. These eco-toilets are sprayed with ‘effective micro-organisms’ which decimate the germs and quicken the process of waste decomposition.

Besides these, the good bacteria in effective micro-organisms feed on organic compounds that emanate odour.

If these eco initiatives are heartening, it is more heartening to know that a night’s stay at The Raintree Hotel, Anna Salai, and Yoga Magic are affordably priced as compared to their comparable hotels in the area where they are located.

Though setting up of a green hotel or resort costs 15-20 percent more on an average than a conventional hotel of similar level, but the former’s operations and maintenance costs are generally lesser than that of a conventional hospitality property offering the comparable level of facilities and services to that of the concerned green hospitality property. The additional investment incurred on a green hotel or resort, according to the experts, can be recovered within 2-3 years. Thereafter savings on operational costs can translate into greater revenues and affordable room rates for the green property, though there is no guarantee of such a pleasant scenario of happening.

In the long-run, the tangible and non tangible benefits from a green hotel or resort are likely to be greater for the concerned management of the hospitality property and her/his guests as compared to from the non green hotel or resort of similar hospitality stature. No wonder, the time for green hospitality has come… and it is about time the Indian hospitality industry presses the green button with I great excitement and enthusiasm.

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HOTEL Business Review

Foreign GMs for

Indian Hotels

By Kavitha Srinivasa

S

aeid Heidari, General Manager, Renaissance Mumbai Convention Centre Hotel watches a Bollywood film every week. He tries to catch the new releases and if it is a Deepika Padukone movie, he wouldn’t want to miss watching the long-legged beau. Priyanka Chopra remains another of his favourite!

Heidari is a self-confessed film buff and is also fascinated by the awesome spiritual and cultural diversity of India.

He has been discovering the myriad facets of this amazing experience called India ever since he moved here in November 2010.

Heidari represents an emerging community of expat GMs who are gainfully employed in India and have been holding senior positions in the Indian hospitality industry. The economy may be reeling under the crisis of an eroding rupee, but this does not deter senior expat appointments in the Indian hospitality industry, which is on a recovery mode.

International companies are entering into management contracts with Indian hotels. These contractual agreements

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often necessitate having an international GM on board. “That is one of the reasons why expat GMs are at the helm of many hotel chains,” said Natwar

Nagar, Managing Director, HVS Executive Search, New Delhi, a firm catering to the service sector. Expat GM’s presence is a natural extension of this business collaboration, and their pay scales are also not astronomical. “As far as salaries go, an experienced Indian GM is paid almost similar to that of an expat GM, though the tax structure may be higher for the expat,” Nagar noted.

Exploring a Vibrant Market

Saeid Heidari Plays Football with His Team

At a cursory glance, the decision of the expat GMs to venture into India’s complex hospitality scenario may seem to be a bold, risk-ridden endeavour, but their complete mastery over man management skills and analytical approach have egged them on to take on new challenges in a foreign country.

Many of the expat GMs have already understood the vibrant hospitality potential in the country.

Domestic tourism in India is gaining momentum which is contributed by the fact that international travel is proving to be expensive in a rather shaky economy. This scenario brings a fair share of opportunities for a hotel

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HOTEL Business Review

professional to grow and enrich her/his portfolio. The Indian hospitality industry, after two years of recession, did make a comeback in 2010-11 fiscal, with lots of promise. It is going through a growth of 10-15 percent per annum.

With 6.29 million foreign tourist arrivals in 2011, India is being considered as one of the most happening markets for the hospitality industry across the globe.

This makes for conducive professional growth climate for these expat GMs.

Stewarding the Start-ups At least that is how Martin Wuethrich perceives the Indian scenario. “I got an offer from Starwood in 2010. I was privileged to open the first Sheraton hotel of the Starwood Hotels and Resorts Worldwide, in India,” he stated, while pointing out, “New experiences are important for your career as they foster growth prospects. Besides, it is not always that one gets a chance to work closely with a property from its prelaunch days.” Wuethrich stepped in as the General Manager, Sheraton Bangalore Hotel at Brigade Gateway.

Ever since the savvy Swiss professional took charge, he has created a portfolio of innovative hospitality solutions, which has worked favourably for him and his team comprising Indian professionals.

Though this is his first stint in India, he has interacted closely with the Indian community when he was posted as the Hotel Manager of the Sheraton Saigon Hotel & Towers in Vietnam. “The multi-award winning hotel was a hub of activity during Diwali as it was the hotel of choice for most Indian families who gathered there to celebrate Diwali,” he reminisced. The hotel went on to win an award at the World Travel Awards in 2009, when it was judged as Vietnam’s leading hotel.

For Philippe H. Charraudeau, India was like homecoming, albeit with a difference. Charraudeau had already worked in Mumbai, with the Oberoi Group and the Leela, before hotels in other international locations beckoned.

He has returned to India, this time as the Vice President & General Manager of ITC Grand Chola, Chennai. “South India is a new experience for me. When the hotel approached me, I felt it was a

Martin Wuethrich

good opportunity. I have been here since the last 14 months and we are preparing to open the hotel shortly,” said Charraudeau.

The Frenchman is enjoying his stint in Chennai, despite traffic woes. He relishes south Indian food and eat idlis and dosas for breakfast. While he may savour south Indian staple diet, no one can overlook the fact that the expat GM has brought in international exposure to the table. It made business sense for the hotel group to rope him in to steward its upcoming venture. His track record

Philippe H. Charraudeau

indicates that he has successfully taken new properties to great heights, be it Dubai’s Burj Al Arab or Saudi Arabia’s Movenpick Resort Al Waha. He succeeded on various counts, as he set up the entire operations, put together executive teams and did recruitments, developed standard manuals and security measures. “It is important to be a good team leader. You need to be a hands-on boss,” he said, sharing his passion towards his profession.

A penchant toward start-ups reflects in Wuethrich’s and Charraudeau’s career choices. Many of these expat GMs may juggle cocktail glasses and work under the harsh glare of spotlight, but they manage to remain down to earth and aware of their immediate surroundings.

“The return-on-investment is assured since many of these expat GMs have enough international experience to handle a large number of portfolios.

Their cross- cultural exposure brings respectability to the brand,” explained Nagar.

The Edge of International Exposure Their roping in for managing Indian properties makes perfect business proposition in these increasingly globalised times as many of these professionals has the expertise to handle multiple properties. And their present positions often require them to handle multiple portfolios. “An internationally travelled GM can make a difference through introducing new services, improving knowledge level and standards and training of the associates,” affirmed Heidari.

And what does it mean to the desi team in the hospitality sector to be working with the expat GMs? The international influence on the hotel staff is reflected in terms of presentation; be it in the form of tableware or room service chores or even in terms of greeting the guest, and building cultural ties with the people around. “Our Chefs are sent periodically to the Asia-Pacific properties. We also have an expat chef on board so that the local talent can hone their culinary skills with international exposure,” revealed Wuethrich.

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On the other hand, the Indian staff at the Sheraton Bangalore Hotel at Brigade Gateway brought in some fresh ideas, which found acceptance with the group’s other Asia-Pacific region properties. The hotel has a limo service for its guests. The staff suggested that the hotel should have an ‘in car checkin’ so that the guests don’t have to go to the front office, which is cumbersome.

The suggestion worked well with the hotel guests and is now being followed in the group’s other properties in the Asia-Pacific region.

Some expats also believe in a flat structure, which gives greater scope for professional growth. It does away with watertight compartments and hierarchy.

For instance, Heidari plays football with his hotel team in his spare time. It doesn’t take an Einstein to realise that such endeavours lead to more engagement of the staff with the management, which in turn may lead to greater growth for the property.

Diverse international experiences enable these above-mentioned expat GMs to take the best of various work experiences. For example, Heidari has lived and worked in Germany, the UK, Czech Republic, Poland, Saudi Arabia, Egypt, UAE, Qatar, Kuwait, and is now working in India. “I experienced many types of cuisines, diverse cultures, different skills, approaches, systems and procedures. I think at the end of the day, each place is unique in its own way,” proffered Heidari. I couldn’t agree with him more. “All these unique experiences facilitate you to make more informed decisions. It gives you the ability to drive

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change by taking the best from each of your experiences, and implementing them to create a better, effective and more efficient workplace,” he summed up.

Understanding India Likewise, all the expat GMs that I interacted with for this story have an understanding of the importance of imbibing and respecting the culture of the place. “Even prior to coming on board, the incumbent expat GM candidate makes a deliberate attempt to understand cultural trends, habits and beliefs to be productive and successful while at the helm of affairs in an India property. For he knows that his team would primarily be Indians and his success lies in the team’s performance,” said Franco Rienzo, General

Franco Rienzo

Manager, The Zuri White Sands, Goa Resort & Casino.

The Italian professional has always had the pulse on the hotel industry and its paraphernalia. It goes back to his student days. Summer internships in the hospitality industry were a regular part of his schooling days, with experience at the best five-star luxury hotels in Switzerland, the UK and Italy. A selfdriven, self-motivated man, Rienzo who began his career as Commis de Rang or Food Server, grew on to become a Chef de Rang or Food Service Co-ordinator, and subsequently rose to the ranks of an F&B Manager with a staff of 40 under him, within a matter of few years. From then onwards, he surged ahead, taking on newer challenges and expanding his horizon, as he moved to newer locations across different geographies.

This time, Rienzo was keen to enrich his work experience with an Asian stint.

This career move is matched by the changing consumer needs of the hospitality industry here, because of which it makes sense for the expat GMs to move to the Indian shores. “The growth of the hospitality sector is very rapid in India as it has been attracting a galore of guests from every corner of the globe. India is known for its affability and service,” opined Rienzo.

A Mutual Interest It is a win-win situation for both ends of the industry. An expat GM’s eagerness to work in India is matched by a similar strongly felt-need by many Indian hotels. Besides bringing international trends and their adequate exposure with her/him, these GMs present an added degree of familiarity to the increasing numbers of international business and leisure travellers to India.

The fact that these GMs are generally conversant with at least one foreign language besides English perhaps contributes to their familiarity among the international tourists. One can say that as the globalised era matures, India’s five-star hospitality segment is needing expat GMs to cater to the fast evolving international trends in a better and more effective way, as are these seasoned professionals are looking to tap the buoyant and diversified Indian hospitality sector to foster their professional growth.

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Operations

HOTEL Business Review

F&B Moves on Trolleys

By Kanishka Gupta

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rolleys play a very important role in hotel’s kitchens/restaurants, front office, housekeeping and back of the house operations for a variety of reasons.

Hotel operations are highly labour-intensive operations, where a large amount of work even in the beginning of the twenty-first century are being done manually, including the carrying and delivering of supplies and goods. Here trolleys play a crucial role.

Trolleys are used extensively in hotel operations because they are labour-saving devices, they offer ease of use, and there is an element of glamour in them. Moreover, they are a safer mode of transport and facilitate the material to be presentable.

Trolleys are used to carry heavy materials from the supply ramps to the store or the user department. Trolleys are also used to transfer goods from one department to another such as from the stores to the kitchen or bars. Trolleys are also used intra-departmentally such as from the service bars to the outlets or from the walking cooler to the kitchen. On the other hand, room service trolleys are used for delivering finished food & beverage products to the guest.

The Role of Trolleys In housekeeping operations, trolleys play a very important role.

They act as portable storage, so in a place with space constraint one can adjust them from time to time wherever there is some space. Normally in hotels, there may be 40-50 or more number of guest rooms on one floor. Considering there is one pantry on every floor to accommodate the food & beverage requirements of those rooms, it would definitely be very time consuming and tedious for the housekeeping associates to cater to these rooms. The trolley comes handy here, when one can store the food & beverage essentials for certain number of rooms in them and it can be neatly parked in front of each room while the guest in a given room is being serviced. Trolleys have more F&B applications. For example, trolleys can also double up as a mini bar and can be used to replenish mini bars in all rooms.

The evolution in trolleys has matched the

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evolution in the Indian hotel and F& B industry. As the hotel industry has matured over the years, the evolution in the production of trolleys has also become more sophisticated and advanced. “The growth of the trolley industry has matched the growth of the Indian hotel industry, which has grown 10 folds in the last 10-15 years,” said Vipul Jain, the Proprietor, Metal Avenues.

The Influence in Food Service Trolley manufacturing requires a lot of expertise and five- star hotels in India often meet their bulk of trolley requirement by imports. A five- star property of say 100-150 rooms spends as much as Rs. 20-25 lakh on different trolleys, which include F&B trolleys, housekeeping trolleys, front desk (luggage trolleys) and back of the house trolleys among others. Suppliers like Metal Avenues play a major role in meeting the needs of trolleys for hotels. Metal Avenues supplies a wide variety of trolleys to hotels which include pastry cart, room service trolley, and mini bar replenishment trolley among others.

Earlier there were general purpose trolleys in hotels on which all the departments used to lug around their loads, and invariably those trolleys used to go bust after a certain period of time. “Now with the advent of newer hotel trends, with lots of dynamic F&B activities happening in the hotels, there has been a requirement of specifically-designed trolleys for specifics purposes,” explained Sarath Naidu, CEO, Gingerbay Consulting.

Nowadays, hotels use various kinds of trolleys for different departments. Trolleys are also used as fine dinning tools such as the Flambe Trolley, Horsd’oeurve Trolley, Carving Trolley, Salad Trolley, the Fondue Trolley, Wine Trolley, Liqour Trolley and Dessert Trolley. The use of the trolley is indispensable in banquets where trolleys are used over a long distance for carting chairs, tables and other items. Trolleys are also used for setting up of bars/ buffet and even setting up mobile bars for the efficient delivery of service during the party.

“Practically any food and beverage item can be carted on a trolley, to be displayed or moved around the restaurant, in order to up sell and induce impulse buying,” said Anuj Prakash, Vice

Operations President & General Manager, The Resort Hotel, Mumbai.

Choosing the Right Trolley So how do hotels determine what kind of trolleys they want and how do they choose their suppliers? Trolleys are selected on the basis of their usage pattern, need of the concerned user/ department and the volume of work required.

The characteristic of trolleys varies on their usage.

Consequently, there are various factors which govern the selection of a specific trolley for a specific task or department.

For example, in the case of Minibar Trolleys, they should have sturdy and separate compartments for food and liquor; they should have locks and keys to ensure proper accountability and they should also be light and easy to manoeuvre. “The housekeeping trolley is designed in such a manner that once you properly stock your trolley, and you move out of the housekeeping pantry, then you don’t have to go anywhere throughout the day looking for missing supplies or materials,” explained Prakash.

Overall, a trolley should be steady, long lasting, user friendly, noiseless and easy to maintain. “With the opening of the economy and lifting up of import restriction, today the user is spoilt for choice, when it comes to equipment selections that includes trolleys,” elaborated Prakash.

Here it deserves a mention that all top foreign brands of trolleys are easily available in India and you can easily select and import them. These trolleys are light weight and practically maintenance free.

There is so much variety available that one will always find something that meets your unique expectation.

Consultants like Naidu also assist the hotels in choosing the supplier for various kinds of trolleys. The trolleys’ models are suggested based on the requirement for different parts of operations. “If you require a trolley for food transportation, it should be made of food grade steel with ample protection to avoid food spillage. The container of the food transportation trolley should be able to maintain the right temperature of the food in the food boxes. But whatever the requirement, the common factors for all trolleys is that they should be endowed with non-marking rubberised castors to avoid noise and facilitate easy operations and be of course be of light and sturdy built,” articulated Naidu.

“Overall, the trolleys should be cost- effective; the suppliers should be able to do timely deliveries; there should be guarantee/warrantee periods for the products and the suppliers should have a wide variety of products to chose from,” affirmed Swati Y. Sinha, Rooms Division Manager, Svenska Design Hotel, Mumbai. “The suppliers of trolleys are also chosen by the hotels on the basis of their product quality and local service support. The preference is to go for single brand or less number of brands so that it is easy to I procure and to get after sales service,” Naidu added.

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Design

HOTEL Business Review

The Edifices of Hospitality

By Kanishka Gupta

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here is a discerning trend towards the usage of tiles, marbles and granites in the Indian hotel industry these days. Flooring for a hotel requires several facets. It needs to be attractive, durable, easy to maintain and cost-effective. You want the high volume traffic areas to withstand the daily pounding and the flooring to still look as elegant years after, as it did the day it was installed. The expectations from the floors of hotels are high and thus it can be hard to find the ideal flooring that will fit the exacting standards of today’s hospitality industry. Luckily, with today’s technology, even traditional floors have been updated to address the requirements needed in present day hotel flooring.

Tiles of Style In fact, not only in terms of flooring, you can bring a spark to the entire dated decor by introducing a new tile treatment.

Nowadays, the use of translucent glass or glazed porcelain to add shimmer and

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sheen to the hotel’s décor is gaining importance. Textured trim and accent tiles are being used in small doses to impart a unique look to the hotel. There are ceramic, porcelain, glass and natural stone tiles to complement a hotel’s decor. Floor tiles are available in a variety of sizes: 12" X 12" tiles are the standard, and are generally 3/8" thick; 16" X 16" tiles are also available and are usually 7/16" thick and 24" X 24" tiles are usually the biggest forms of tiles available for the Indian hospitality sector, and come in ½” thickness.

Natural stones add another dimension to any style or layout of a hotel. They can be used in both inside and outside settings. Natural stone is usually classic in appearance and brings a touch of oldworld charm to any tiled room. Stone tiles can be formal or informal, elegant or rustic. Natural variations in colour and texture among stone tiles can also make each design unique. Stone tiles can often have a timeless quality associated with it.

Besides stones, ceramic is another traditional and yet modern element of décor. The ceramic tiles are available in a multitude of shapes, colours and sizes. To create traditional checkerboard patterns, or to create intricate and ornate motifs, ceramic can play a prime role.

Among the ceramic tiles, porcelain tiles can be used for almost any hotel décor application, which can have versatile and colourful outcomes. Porcelain tiles go back a long way through history. They were originated in China where porcelain was renowned for and often referred to as white china. These tiles are ceramic tiles with a water absorption rate of less than 0.5 percent that are used to cover floors and walls. They can either be in unglazed or glazed options. These tiles can withstand high and low temperatures, making them good choice for exterior design applications.

The glass tiles, which are vogue in hotel décor today, have a rich historical legacy.

They were used in mosaics as early as

Design

2500 BC, but it took until the 3rd Century BC before innovative artisans in Greece, Persia and India created glass tiles.

In the recent years, glass tiles have become widely popular. This trend can be attributed to recent technological breakthroughs, as well as to the tiles’ inherent properties, in particular to their potential to impart intense colour and reflect light, and their imperviousness to water. “Glass tiles add style and excitement without straining your budget, and are colourful and reflective, providing a sparkle to any composition. Use glass tiles to enhance your design into a work of art,” opined Sarath Naidu, CEO, Gingerbay Consulting.

Stones and tiles are of huge importance to the hospitality property as they are one of the first surface finishes to be viewed on a finished building or space, one of the first crucial elements to be touched/ admired /experienced by the user upon entering or usage of hospitality space.

Their colours lend a big hand in achieving the desired ambience. Their texture/sheen/ design/pattern can dramatically alter any design to suit the designer’s vision.

HOTEL Business Review

resist stains will help you determine which type of flooring is best suited for your needs. “Consider the following questions to help make your selection: What types of applications can flooring be used for?

What size of tiles, marbles and granites will you need for your installation? What materials are tiles, marbles and granites made from and what are the benefits of each? What styles of trim tiles are available?

Are there any special features or finishes you wish to have?” pointed out Naidu.

The Rocking Players Here it deserves a mention that the design and décor in the Indian hospitality industry has seen a dynamic change in the recent past with Indian and international designers putting in their innovative best to bring out a colourful ambience in hotel spaces. Earlier where only whites and beiges would be the flavour, now designers have managed to change the staid perception. Now the industry accepts all sorts of colours and product variations and hence stones and rocks from all over the world are being used.

Get Floored Flooring allows you to add decorative and useful embellishments to your hotel spaces like lobby, guest room, and many other areas. Depending on what materials you choose, flooring can last for the entire lifetime of a hotel, so it is important to select a style and colour of flooring that will endure for years to come. Flooring can be done in tiles, marbles, granites, etc. with a number of different options available within each category.

Knowing which styles and finishes work best in each room and what materials are best able to withstand moisture and

Parul Singh Sharma

“In our engineered marble and quartz range we have over 150 colours and patterns that are constantly being used by the hospitality and many other industries currently,” asserted Subodh Shah, the Director of Classic Marble Company.

Suppliers like Classic Marble boast one of the largest offerings of exquisite ecofriendly marbles and quartz in India for clients to choose from.

Classic Marble Company has been an important player in the natural stone space in India for about 18 years now.

The company was the first to import from as many as 40 countries and provides an array of natural stones and rocks be it natural marble, granite, onyx and travertine; all under one roof. Classic Marble has over 500 natural and engineered stones on offer. Some of the marbles which Classic Marble has been constantly providing comprise of Statuario, Crema Bellasimo, Botticino Classico, Irish Brown and a variety of onyx and travertine.

Almost all the star hotels in India nowadays are using marbles and granites in their public and private spaces. Marbles and stones are natural materials, they are not coloured or pigmented, they are homogenous and in line with the concept of green buildings. Besides, their colour and texture do not fade after years. They are available in aesthetic, vibrant colours and they gel with all kinds of interiors’/ exteriors’ finishes. “Hotels prefer longlasting marbles and granites since they cannot rip the floors and sidewalls once the construction is complete because if they do so they will lose revenue,” explained Deepak Agarwal, Managing Director, Mangla Flooring.

Mangla Flooring is a major vendor which supplies various kinds of marbles, granites, quartzite, sandstones, limestone, onyx, travertine, etc. for hotel projects.

The company is one of the leading processors of marbles and granites, serving the building and construction industry since the last 20 years, having executed prestigious projects across the country.

The company keeps an inventory of granite slabs and tiles in over 100 colours, shades and textures. Mangla Flooring supplies real semi-precious stones for inlays tiles, slabs, murals, table tops and borders, designer stones for mosaic flooring, cladding and borders and designer stones for moulding, profiles and

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HOTEL Business Review

Design

cornices. imported granite the sourcing centres are public areas flaunt grey beige travertine The company has a complete team for whereas our rooms have a combination Norway and Brazil. A gamut of marbles stone carving work, inlay work with semiand granites of imported and indigenous of sunny gold marble and travertine for precious and gem stones, overlay work a bright cheerful varieties is available under on marble, sandstone, limestone, etc. The environment. Florentine one roof at Mangla company offers granites and marbles in beige marble and Venus Flooring,” asserted Agarwal. unique colours and shades and in brown Italian marble Here it deserves a mention different finishes like polished, honed, have been used in the that all marbles, granites sandblast, shot blast, bush hammered, spa and salon, along and various stones that are flamed, river wash, satin, tumbled and with textured feature imported in India are antique for exterior and interior walls all over the hotel. processed at Silvassa, the applications in various sizes and Glass mosaic tiles have capital of Dadra and Nagar thicknesses, ranging from 18 mm to 50 been used on feature Haveli.

Subodh Shah mm in slabs and tiles for any size of walls along with Ariston “In hotels, specifically in projects. white marble inside the en-suite an upper-end international chain like Precious stones previously used for bathrooms,” elaborated Parul. ours, one has to be very careful about cufflinks and other jewellery can now be Here it deserves a mention that all maintaining a balance between the used to decorate your bathrooms, stones and rocks used at this property Indian and western design sensibilities. drawing and dinning places, kitchens, A calm, neutral palette with focal colour- have been sealed with an appropriate bedrooms, and offices. Mangla Flooring stone sealer, paving the way for smooth accents provides an interesting imports stones from countries such as and regular cleaning and maintenance. background, both in external as well as South Africa, Italy, Tanzania, Periodic sealing of stones is required to internal spaces,” articulated Parul Singh Madagascar, Brazil, Australia, Arabic retain the look and longevity of the Sharma, Senior Manager – Product nations, etc. “With a pool of stones. An efficient housekeeping team Strategy (Architectural Cell), Vatika international architects and interior in this regard is an added asset.

Hotels, which owns and executed the design professionals, Mangla Flooring is However, simply spending a fortune project of The Westin Gurgaon New equipped with modern technology and on a huge variety of stones and rocks Delhi. ideas for generating evolution doesn’t make for an elegant hotel décor.

A huge array of rocks was in the luxurious interiors,” The right selection of texture of stone, used in The Westin viewed Agarwal. rock or tile selected is very important.

Gurgaon New Delhi by “The sourcing centre for Flooring should be anti skid and not Vatika Group, such as Indian marble is Rajasthan; slippery at all, to avoid any accidents. The Gwalior white sandstone for for imported marbles Turkey, right thickness of stone is very important, the external façade —which Italy, Spain and Greece are both for cladding and flooring, external as is chosen for its global the main sourcing centres. well as internal. For cladding, it should be appeal, neutral colour and The sourcing centres for enough to incorporate an appropriate ease of achieving the desired Indian granite are Karnataka, cladding system (wet or dry), whereas for textures, and red travertine, Andhra Pradesh and Tamil flooring it should be thick enough to emerald green marble, black Sarath Naidu Nadu in South India and for sustain multiple vehicle loads in the granite, etc. “The hotel’s

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Design porte-cochere and of the banquet equipment in function areas.

The colours and vein pattern of the finished product depend on the specific formulation and techniques used by different manufacturers. Classic Marble Company, the manufacturers of India’s first indigenous engineered stone Deepak – Kalingastone— uses imported epoxy in order to impart strength to the stones and atomised resin along with polishing lines to give an international finish to its marble and quartz collection. “Kalingastone marble is manufactured in the form of blocks which are then converted to various thicknesses keeping in mind the client’s requirements, whereas Kalingastone quartz is manufactured in various thicknesses; directly in the form of slabs,” explained Shah.

Choosing the Right One Hoteliers are struggling with the challenge of how to choose the right suppliers for flooring solutions. “During the planning and designing stage, hotels appoint designers and architectural consultants who advice the owners on the type of marbles, granites and tiles which are required for the construction of interiors/exteriors. These requirements are communicated to the vendors and we supply them the materials based on their specifications,” asserted Agarwal.

Many hotel owners are unaware of what to look for in a supplier beyond just getting the lowest price. “First, determine the requirements of your

HOTEL Business Review

hospitality property. This will help you figure out whether a supplier can meet your requirements,” explained Naidu. If you don’t know what your specific requirements are, the chances of choosing the wrong suppliers are high. “Secondly, look at the total cost to be incurred, that is the price plus costs incurred before or after Agarwal the product or service delivery, instead of choosing the supplier with the lowest price, as it is important to balance other important elements such as quality, delivery, and service. You don’t want to choose the lowest-price supplier, only to discover hidden costs of doing business with the organisation, such as poor quality or poor service that can drive up your real costs,” he elaborated.

Naidu urges the hotels to “Consider making a site visit to a potentially key or critical supplier to see their operations firsthand, meet their management, and help increase your knowledge of and comfort level with the supplier.”

What if the supplier is stationed far off and such inspection is not feasible? “If the supplier is located offshore and visits are not practical, then consider using those local resources who thoroughly understand your requirements to make baseline inspection,” he aired.

“Design requirements, quality, steady availability of good grade blocks and ease to work are the key factors to be considered while selecting the flooring solutions. Our teams including architects scour both national and international markets to procure the right product. Suppliers are chosen based on their expertise, setup and market reputation,” proffered Parul.

“As for the future trends, innovation is the key to success and a significant driver for brands today and at Classic Marble Company, our constant efforts are to keep our products suited to our customer needs, which gives us an amazing edge,” averred Shah.

“One can say that since the Indian hotel industry is growing at a buoyant pace, the marbles, tiles and granite industry is also growing in an impressive manner in the country. The future of this industry is bright since it is closely linked to the hospitality industry, which is seeing a resurgence,” concluded Agarwal.

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July-Aug ’12

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F&B

HOTEL Business Review

Recipe for a Winning Team

By Sharmila Chand

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ood and beverages department plays a major role in the positive morale and team spirit will facilitate to yield high productivity success of any hospitality business. Needless to say, it is at the F&B department of a hospitality property. very important to nurture the F&B team well so that it is able to meet the desired goals.

Training, Involvement and Communication Leading by example and developing and nurturing a vibrant team Engaging every team member of the F&B department of a hospitality that delivers best possible service and product quality at all times property in brainstorming sessions and encouraging them to come up should be the success mantra for any F&B Manager in these with ideas to benefit the property and acting on those ideas, help to competitive times. cement the emotional connect between the team members, and also Now the question arises, what makes a good team? It follows an between the team members and the management concerned. equally pertinent question; how does one maintain a strong team?

Singh believes that “By involving the team in brainstorming, Training, motivation, innovation, interaction, communication, problem solving and even decision making, helps to make the team supplemented by rewards & recognition programs can be regarded as members feel more important & belonging. Regular team/recreational the crucial factors, which can provide adequate answers to these above- activities should be in place to continually engage the team. High mentioned questions. levels of involvement lead to commitment and increased levels of trust “A team’s performance largely depends on the and motivation, thereby leading to strengthening the ability to perform a task and the motivation to do it. team.”

High performers are usually very competent and highly Besides involvement, Singh also gives great emphasis motivated. Of course, rewards & recognition programs on training. “Training also plays a very important role in should be in place to supplement the good strengthening the team and therefore we need to identify performances. In fact, I believe we shouldn’t wait for training needs & provide regular training to the team the employees to do something extraordinary in order members to make them more competent and confident to appreciate their effort. We should remember that in executing their tasks.” good work that gets recognised tends to get repeated.

In fact, the role of quality training in the F&B segment A small pat on the back, showing respect, appreciating of the hospitality sector cannot be overemphasised. their effort verbally or in a written way in a timely “People are the assets of our business and laying emphasis manner, goes a long way,” elaborated Bobby Singh, on their training & development is paramount,” said F&B Manager at Kingdom Of Dreams, Gurgaon.

Neeraj Balani, Director, Food & Beverage, Radisson Blu Bobby Singh There is no doubt that stimulating and developing Hotel New Delhi Paschim Vihar.

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F&B

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Sometimes, cross-exposure training of the F&B staff at hotels or resorts can be very important. “The head of F&B at a hospitality property should ensure that her/his associates Surajit Chatterjee obtain knowledge and experience of all the outlets as far as their service standards and food & beverage requirements go, which would enhance learning, improve motivation and stimulate new ideas,” asserted Surajit Chatterjee, F&B Manager, The Westin Mumbai Garden City.

Moreover, he believes that there should be “Regular refresher training for new innovative beverages, which would enable associates to keep abreast of the industry trends and offer new beverages to the guests.”

Surajit also votes for incentive program, which he states, “Not only facilitates productivity but also helps to improve the team members’ morale, increase loyalty and helps in bringing the team together.”

Surajit emphasises on holding daily briefings and meetings to encourage informal interactions between associates, celebrate Sattish.P successes, etc. “Conducting regular get-togethers help build solidarity, illuminate possible problems and reinforce goals,” he asserted.

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“Flexibility and change are the mantras that we follow at The Park, New Delhi.

Neeraj Balani It is because we believe both are crucial to keep the interest of the team alive. The team members are encouraged to suggest ideas and work towards their goals in a reasonably flexible mode. We avoid too much rigidity. I really love this ‘liberty of thought,’ which can be exercised here,” aired Debjeet Banerjee, Director — F&B, The Park, New Delhi.

Like in life, change seems to be a constant element at The Park, New Delhi. “We have recently refurbished our banquets, and Mist, Fire and Agni restaurants, giving them an entirely new dimension.

In addition to this we are successfully offering new promotions at our off-site restaurant named Italia, located at DLF Promenade, Vasant Kunj. Such efforts keep the team’s interest alive and active.

Innovation is a crucial element that breathes a new life into any product. To keep up with the pace of changing times, it is vital Debjeet Banerjee for the entire team to pitch in new ideas that would eventually help the business to nurture and grow.”

The Park, New Delhi also places great emphasis on respecting the human emotions amidst a thoroughly professional environment. “We have also identified that human emotions need to be respected and understood. So we are connected with our team members, emotionally as well. This is what makes us different and contributes towards strengthening our team,” explained Banerjee.

be endowed with good man management skills. “She/he should effectively handle the staff and the customers,” he pointed out.

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Retaining the right workforce in the F&B sector is perhaps more challenging than hiring one. “For retaining associates in a volatile and competitive environment, responsibilities should be given to juniors, which motivate them and build their confidence and therefore encourage them to move on to bigger and better Attitude to Serve challenges,” opined Surajit. Sattish.P, Food & Beverage Manager, The process of building a strong F&B team of course, begins with GRT Grand Chennai, believes that delegating responsibility and the hiring itself. According to Sandip Chatterjee, F & B Manager, taking appropriate action are the essential requirements of a good The Resort, Mumbai, the F&B Managers need to F&B Manager. hire the people with the right attitude for their team.

And how an F& B Manager should resolve the “One has to hire the people with the right attitude conflicts and day-to-day problems cropping up in and with the spirit of service ingrained in them. They the fast-paced F&B environment of the hospitality should be able to see the bigger picture and not get sector? Surajit does concede that even teams that bogged down by the challenges and labour of perform like well-oiled machines break down once in handling difficult guests,” explained Chatterjee, while a while. pointing out, “Once you have hired the right people, “But conflicts do not have to ruin the team balance the next step is to train them as per the laid down or structure. We at The Westin Mumbai Garden City standards of the property concerned.” endeavours to anticipate problems and when they do Chatterjee also believes that a person heading the arise despite the safeguards, we make it a point to F&B show at a hospitality property should be a handsaddress them immediately, encouraging associates to on manager and she/he should be able to lead from accept ownership and thereby paving their way to the front, and lead by example. The person should higher level management roles,” articulated Surajit.

Sandip Chatterjee

July-Aug ’12

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Spa

HOTEL Business Review

Refresh Your Soul at

Bodyscape

By Sharmila Chand

Need a quick getaway from your hectic schedule? Bodyscape, the health spa, at The Resort in Mumbai, offers several ways to de-stress.

The Resort is an oasis of calm and peace in the heart of the Madh Island. It can also be your home away from home. Here you can walk on the beach, go for a game of tennis, have a family get-together and get connected with nature or simply unwind by the poolside. This beach resort is meant to transcend you into a state of tranquility and serenity.

Designed by Canyon Ranch from USA, Bodyscape, the health spa, goes by the philosophy of presenting the ancient traditional healing therapies and rejuvenation techniques in the highly developed comforts and luxuries of today’s times.

Here a wonderful selection of natural ingredients and spa recipes are there to relax your body and rejuvenate your mind.

The health spa at The Resort is here to nurture you with a holistic sensory experience so you can leave the place feeling restored, rejuvenated and resplendent.

At Bodyscape you can choose from a range of holistic, nonclinical therapies and massages that incorporate traditional Indian Ayurvedic principles, aromatherapy, and western techniques. The spa has skilled stylists and therapists who have the potential to create the magic of well-being on your senses.

Succinctly, Bodyscape, the health spa, is all about pampering yourself, and feeling spiritually and mentally fit and uplifted at the same time.

During the course of my visit to this haven of luxury and well-being, I got the chance to meet Radha Shetty, Spa Manager, Bodyscape, the health spa. The excerpts of the interview with the wellness lady follow:

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Spa

HOTEL Business Review

What are the kind of changes you have witnessed in your field during the past five-six years?

Lots of changes have taken place in the Indian wellness industry, in the recent years. There are different products, treatments, massages, etc. to guide you into the era of holistic well-being.

Moreover, the attitude of our society towards spa is also evolving. Initially, spas were meant only for the celebrities and socially mobile people, but with the changing times, slowly lots of people are demanding spa treatments.

Many middle class people are also now opting to avail the spa service in order to reduce their stress and look healthy. Due to today’s busy and hectic life, people need some care and pamper for themselves and at the spa salons they get these facilities easily available. Overall, in today’s fast-paced economy and society, spa has attained lots of importance due to its effective services.

What are the current top trends in the spa business? And

what do you suggest the spas must do to remain competitive in these highly competitive times?

There are various important trends which are happening in the Indian spa business scenario. One of them is the attraction for day spas among corporate personnel. Day spas are reaping significant revenue by attracting

corporate clients. Providing spa services at corporate events is becoming a mainstream facet of the Indian spa business.

Nowadays many people have started arranging spa parties before marriage functions, similar to the mehendi and other traditional marriage related functions, wherein a group of people come together and avail the spa services and beauty treatment.

The trend of spa vacation has gained momentum and it is becoming bigger.

More and more people these days are opting for vacations which revitalise them and in this regard, spa vacations are catering to this demand.

As far as competing in these competitive times are concerned, I think spas must provide the highest possible quality services at their given price levels, in the most efficient time frame, in order to remain competitive.

What are the skills every Spa Director or Spa Head must have to manage spa operations

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Spa

HOTEL Business Review

successfully?

A Spa Director/Manager/Head should be smart enough to identify the needs of the guests and guide them adequately.

The person in charge of the spa should be level-headed and sensitive to the needs of the guests.

Sale is as important as service delivery, so the person in charge of the spa should be endowed with good marketing and PR skills too.

Furthermore, one has to find a way to make steady growth and devise proper business strategy. And the successful Spa Director is expected to have eyes and ears tuned into the latest trends of the industry, for in this fast-evolving industry what is vogue today may be dated tomorrow.

What do you enjoy the most about being in charge of a spa?

I feel it is an opportunity for me to actually able to make a difference in people’s lives. Furthermore, keeping in touch with the latest and best trends in the wellness industry is very exciting.

Is your job challenging? Can you point out some challenges in your day-to-day work schedule?

To fulfill every guest’s expectations is very challenging. The spa industry has been revolutionised totally so one has to be very sensitive to the trends to meet all demands.

Moreover, the spa and the wellness industry is booming and the competition is tough so we have to update ourselves with the latest trends on a continual

basis, which is another challenge.

There is also the challenge is to get skilled and trained manpower, which anyways is very difficult. Then to maintain good service & quality at all times is crucial but challenging.

What direction do you see the Indian wellness industry taking in the next ten years?

The spa will gain more importance as a crucial area in the Indian hospitality business in the coming years.

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

The location of our resort determines the USP of our spa. The close proximity to the beach facilitates us to have guests who look forward to complete rejuvenation. This demand is catered to by our wide variety of ancient traditional healing therapies and rejuvenation techniques on offer and by our specialised staff. Furthermore, we have created an exclusive space in the spa so that our guests can avail of a holistic range of hassle free services.

Kindly provide a glimpse of the size of the spa?

Built with a total area of 7500 sq. ft., Bodyscape has a state-of-the-art gymnasium, a separate Jacuzzi and steam rooms for ladies and gents. It also has a trendy beauty salon and eight treatment rooms, offering an array of therapies.

Do you offer a Signature Treatment?

Reflexology @ Tent. which is facing the beach, is our signature treatment. We have kept reflexology as an outdoor

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treatment as we have such a lovely beach and location, which is uncommon.

Tell us about some other treatments and therapies offered at the spa

We have Ayurvedic treatments like Abhyangam, Sirodhara, Udvarthanam & Synchronized Abhyangam, which are complemented by our new-age treatments like Swedish Therapy, Aroma Therapy, Thai Therapy & Reflexology among others. We have body scrub & body wrap treatments on offer.

Succinctly, a revitalising array of personal services round out your lifestyle experience at The Resort, complete with facials, salon treatment, invigorating massages and more.

Do you have some customised treatments?

We do provide customised treatment/s as per the guest’s requirements and necessities.

What is your favourite spa treatment here and why it is so?

My favourite treatment is Sirodhara, because it has a very soothing effect, which helps to greatly reduce stress. Here lukewarm medicated oils are made to drip on the forehead. This treatment is indicated for addressing conditions like stress, migraine, sleep disorders, anxiety and vatha diseases.

Abhyangham massage is also one of my favourites, where generous doses of special medicated oils are used for giving the traditional Ayurvedic massage. This massage helps to increase blood circulation, in stimulating the lymphatic flow, and thereby in relaxing the mind.

This massage includes herbal steam and herbal bath.

■

Product Preview

HOTEL Business Review

Loom Clad

Designing Furniture Trends

Loom Crafts has innovated the first of its kind exterior surfacing solutions—Loom Clad, which is poised to revolutioinse the building construction. Giving a magical facelift to the high-end exterior construction and architectural industry, Loom Clad, unlike the traditional cladding, can be easily fixed in the least amount of time, is exceptionally durable and maintenance free, weather, moisture and UV resistant as well as eco-friendly. Additionally, Loom Clad also acts as a thermal insulator, and is highly cost-effective.

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Trend n Design, the manufacturer of high quality furniture for hotels, motels, resorts, corporate houses and townships, offers the latest furniture trends in India and international market. The company has a thorough knowledge of sourcing and selecting the best quality raw materials for various applications, which play a vital role in the quality of its products. The company has its manufacturing unit in Delhi.

The impressive array of wooden furniture of the company includes restaurant and bar furniture for public areas and guest rooms, poolside furniture, umbrellas for pool and garden, liquor trolley, and flambé trolley among others. All weather products and accessories include garden chairs and tables, service trolleys, and bar furniture. Trend n Design also has a range of banquet furniture, comprising customised foldable buffet table and banquet chairs.

Trend n Design info@trendndesign.in

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U-Chef Universal Chef from Spain is a unique solution for all OS&E and FF&E needs. U-Chef will leverage a global delivery model — a one stop solution — to offer a wide range of products under one roof so as to reduce sourcing time and manpower needs. The company makes consolidated shipments with a high degree of time and cost predictability. As the name suggests, the company offers global solutions to F&B professionals, who constantly endeavour to create fresh ideas for their customers. U-Chef aims at providing expert project services to its global clients by helping them to find and supply right products for their culinary preparations as well as for enhancing table and buffet presentations.

The company is committed towards consistent success in achieving time deadlines and in exceeding customer expectations by delivering projects in a timely manner without any cost overruns. U-Chef’s rich pool of expert sourcing professionals are aware of the latest developments in the market and therefore offers unique and even custom-tailored solutions which facilitate clients to stay ahead of competition.

At U-Chef, innovation combined with a sense of dynamism, deep-rooted commitment and imagination is emphasised in all the projects that it pursues. The company’s effective methodologies shorten project delivery and enable the client to focus on their core competencies.

Universal Chef S.L. sales@universal-chef.com

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Helping Towards a Smarter Kitchen NRS Kitchen Tech supplies commercial kitchen equipment & commercial restaurant equipment from the top manufacturers in the industry, and also manufactures these products themselves. Besides, the NRS Kitchen Tech is a manufacturer and supplier of commercial refrigeration and food service equipment. The exhaustive product range offered by NRS Kitchen Tech covers a broad selection of categories and sub-categories within affordable prices. Variety, cosmetic appeal, and usability make the products coming under the ambit of NRS Kitchen Tech smart purchase options for institutional requirements, in the fast-paced business environment.

A comprehensive service is provided by the company to the customers, which ranges from consultation, planning and designing of their food service facilities, to fabrication, import, supply installation and servicing of equipment.

To make the products offered by them (whether as manufacturer or as supplier) more usable and durable for over the years, NRS Kitchen Tech provides annual maintenance contract (AMC) for the kitchen equipment and spare parts, which in turn facilitates cost reduction and efficiency for the buyers.

NRS Kitchen Tech info@nrskitchentech.com

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

July-Aug ’12

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

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ANNAPOORNA 2012

COMPANY

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PUSHKAL TEXTILES

BLUE FAB

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RANS TECHNOCRATS (INDIA) PVT. LTD.

COMBII ORGANOCHEM PVT. LTD.

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RATIONAL INDIA

DEXTROUS INFOSOLUTIONS PVT. LTD.

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REMINGTON STEEL ARTS

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DOLLAR ELECTRICAL INDUSTRIES

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SAMRAT FURNISHERS

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FCML PROJECTS

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SIO VASUNDHRA INTERNATIONAL PVT. LTD.

11

FINE FOOD INDIA 2012

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S.N. GLOBAL

IFB INDUSTRIES LTD.

23

SNOOZER BEDDING LTD.

BC

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45

SONY INDIA

GF

KESRI TRANSCONTINENTAL

43

SPRINGFIT MARKETING INC.

08

SPRINGWEL MATTRESSES PVT. LTD.

07

SUPERSHINE LAUNDRY SYSTEMS PVT. LTD.

21 09

KRONA LIQUATEC LTD. LOOM CRAFTS FURNITURE (INDIA) PVT. LTD.

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08 BIC 10

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MAKREY EXPORTS

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TERMINIX SIS INDIA

MITORA MACHINEX PVT. LTD.

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TRAFS 2012

MITZVAH ENGG. INC.

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UNIVERSAL CHEF S.L.

NEELKANTH INDUSTRIES

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VENUS INDUSTRIES

01

NRS KITCHEN TECH

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VETRA

35

WINTER HALTER INDIA PVT. LTD.

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ONITY INDIA PVT. LTD. OSHII JAPAN 2012

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* GF - GATE FOLD

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Interview

HOTEL Business Review

Marketing Through Defined Segmentation

By Sharmila Chand

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July-Aug ’12

What are the most crucial issues to tackle in the Indian hospitality industry these days?

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renovation of our property, which is being done in a phased manner in order to upgrade the property to an international standard.

With the change in the demographics in our vicinity, it is imperative to change our offerings to meet the changing needs.

Adventure sports have also become part of the conscious and unconscious needs of the conferencing and leisure travellers and we want to add these facilities to our already extensive sports and recreation facilities.

Acquisition and retention of talents at all levels is in my opinion the biggest challenge in the Indian hospitality industry today.

Apart from that, the slowing down of the global economy has always been a looming threat in the industry, during the last few years.

Add to all these are the forthcoming general elections of 2014 and its concomitant effects on governance in the way of policy paralysis, and you have a long dark tunnel ahead.

What do you enjoy the most about being at the helm of affairs at this resort?

I greatly enjoy the opportunity to explore my true potential and at the same time helping in betterment and well-being of the stake holders involved.

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Presently, we are focusing on a thorough

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

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The clientele at our F&B outlets on the weekdays is primarily the conferencing crowd while on the weekends the crowd mainly comprises of families on leisure holidays.

We have a Master Chef specialised in Marwadi and Gujarati cuisines, who serves as a great resource for the weekend crowd as well as for the large weddings, which we cater during the peak season.

For the conferences, fresh, light, mini meals comprising healthy food or what is called the working lunch is being offered by us in the day time, and during the night time we present a complete gala dinner with entertainment, music, fireworks, etc.

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What would you say is the differentiating factor of your F&B outlets?

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Ans. F&B is what makes and breaks the reputation of the hotel or a resort. Especially, the role of F&B in a resort like ours, where people look for exclusive culinary offerings reflecting the imagination of the Chef, simply cannot be overestimated. At this beach resort, the guests often do come with a basket of tangible and intangible expectations, which the Chef has to anticipate, fulfill and surpass at each meal time.

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What according to you is the role of F&B in getting business for a resort like yours? How much importance do you give to this department?

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A clearly defined segmentation and differentiation is the key to marketing, where we identify our key differentiator and keep harping on the differentiation while tracking out the prospective clients.

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What is the marketing strategy you have adopted to promote your property?

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The Resort at Madh-Marv Road, on the Aksa beach, is a luxury deluxe city resort, based at Madh Island – a picturesque stretch of pristine beaches and fishing villages on the outskirts of Mumbai. The operating word at this property is ‘Escape.’

Anyone who wants to escape from the cacophony and tensions of her/his daily grind in the city, The Resort is the ideal place to look out for.

The property, with its exclusive ambience and tranquil surroundings, is an ideal getaway for family on the weekends, while at the same time it can serve as the perfect MICE venue for the corporate sector. The property is only half an hour drive from the Malad suburb of Mumbai, which is the hub of IT and ITES industries in Mumbai. The hotel has earned a big name in hosting small exclusive conferences.

Another USP of our property lies in our attitude towards hospitality. We believe that we are not simply offering a room or a meal or a hotel for the staying of our guests. We believe and strive to provide them with unforgettable experiences. We endeavour and succeed to satisfy the guests’ met and unmet needs in such a manner that she/he is likely to have an album full of cherishing memories from her/his stay at The Resort.

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Which are the USPs of your property?

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After getting his diploma in hotel management from Dadar Catering College, Mumbai, Anuj Prakash, Vice President, The Resort, K Raheja Corp., began his career in hospitality with The Taj Mahal Palace, Mumbai, where he worked in various F&B operations.

After completing six-and-a-half years at the majestic property, he left The Taj Mahal Palace to join the Oberoi Group, where he had tenures in New Delhi, Baghdad and Saudi Arabia.

From January 1996 to February 2010, Prakash worked with The Resort, K. Raheja Corp. as the Senior General Manager. He is still working with the same property, but since then, he has been promoted to the position of Vice-President of the luxury property, which is located at Madh-Marve. Prakash has a wide ranging experience in all aspects of hotel business and has worked with some of the leading hospitality properties, both in India and overseas. The excerpts of the interview follow:

What are your professional strengths?

They are my ability in decision making and forward planning, while carrying all the stake holders along with me, in the same direction and goal.