Hotel Business Review (July-Aug 2013) The Business Magazine for Hotel Professionals.

July-Aug ’13

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Editorial

HOTEL Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor

Rajneesh Sharma

rajneeshhammer@gmail.com

Associate Editor

Swarnendu Biswas Resident Editor

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

Hari Kumar V Narender Kumar

Production Assistant

Mamta Sharma

Advertising Sales

Delhi: Debabrath Nath, Sumesh Sharma 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 © 2013 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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Our stress-filled lifestyles, along with a growing consciousness towards wellness, and pockets of increased disposable incomes have together contributed to the growth of the market of spas in the country. Nowadays, visit to a spa by the affluent or even the upwardly mobile segment of the Indian population is no longer viewed as a luxury but an integral part of their wellness routine.

Considering these above-mentioned lifestyle and economic factors, it is no wonder that the spa industry in India is exhibiting a healthy rate of growth that is varying between 20-30 percent per year. Some years back, a study by the Federation of Indian Chambers of Commerce and Industry (FICCI) suggested that the wellness industry in the country was showing a growth of approximately 20 percent annually and stood at Rs. 1500 crore. Not only we are witnessing mushrooming of spas across our urban landscape, but the spa therapies are also showing much greater variety than say a decade before.

The effect of this growth in wellness segment is reflected in proliferation of spas across high-end hospitality properties. Nowadays, it is hard to find a fivestar hotel in the country without a spa. However, there are several necessary and sufficient conditions for the operations of a successful spa business within hotel premises.

The right location, and a good understanding of the target clientele(for example, whether the spa is expected to primarily cater to the high-end business travellers or leisure tourists, what is the expected proportion of inbound tourists the spa is expected to service, etc.) are absolutely necessary.

The spa therapies and products should be tailored according to the profile of its target clientele. Moreover, the hotels’ management need to ensure that the therapists are skilled and trained, for people visiting a high-end hotel spa are expected to be knowledgeable about the global trends, and are not likely to tolerate second rate services.

Besides having knowledge on a variety of healing and rejuvenating therapies, it is always better if the spa therapists in hotels have impressive guest relation skills. The ambience and décor of the hotel spa should also be facilitative towards relaxation and rejuvenation, and the range of treatments offered should be comprehensive enough. In our Cover Story, we have attempted to explore various facets of the growing spa business in hotels, which we hope our readers would appreciate.

It would do well for our hospitality properties if they decide to showcase and market India’s great variety of regional cuisines, in a much more proactive, sustained and creative manner. This would not only directly enhance the revenues for India’s hospitality business through F&B route but would also indirectly help to boost the revenues of our hospitality industry by enhancing the tourism potential of many places of tourist interest associated with rich culinary legacy. In our Business Story, we have attempted to show how by amalgamating India’s rich culinary heritage with its impressive tourism potential, revenues for the hospitality industry of the country can be enhanced.

Besides these relevant topics, we have explored various other dimensions of our fast evolving hospitality industry through features on our regular and additional segments, and also through our news, reports and events section.

We hope this printed capsule of information, opinions and analysis would be of enduring interest to our esteemed readers.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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COVER STORY

The Indian spa industry, whose demand was earlier womencentric, has been focusing on male grooming too. Spa has become a necessity for many in this hectic world accompanied by tensions and stress.Almost all five-star hotels in the country these days have a branded spa...

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BUSINESS

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F&B

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EQUIPMENT

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SPA

A dedicated hospitality professional with a degree in hospitality from the Mangalore University, Rohit Saraf has almost 17 years of experience in the food and beverage industry.

Choosing the right equipments for the commercial kitchens is one of the most crucial aspects of F&B operations. For any foodoriented business to function successfully, the right kitchen equipment needs to be selected and installed.

Our regional culinary specialties and/or the culinary specialties of our important tourist destinations need to be projected before the domestic and inbound tourists in a more proactive and creative manner by the Indian hospitality industry. This exercise is expected to yield enhanced revenues for the tourism and hospitality industry of India.

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FEATURE

Along with the mushrooming of gyms across the residential colonies, and the trend of home gyms for the affluent and super affluent, we are also witnessing that gym in five-star hospitality properties has become the norm.

Walk in the tranquil environs of Spa Violet at Radisson Blu Hotel Ghaziabad, and get enveloped by the quilt of serenity. You tend to forget that you are in the heart of a bustling satellite city.

DEPARTMENTS

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MANAGEMENT

When faced with the challenge of making guest experiences special and unforgettable without raising any extra cost, the hotel/resort operators need to keep some important facets in mind, and implement them religiously.

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Event

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News Scan

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Appointment

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Report

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Environment

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Product Preview

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Business Opportunity

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Interview

Cover Pix: The Imperial Spa, New Delhi

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Event

HOTEL Business Review

HOSFAIR 2013

Showcases the Best of Hospitality Industry

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he 11th Guangzhou International Hospitality Equipment and Supplies Fair was held at China Import and Export Fair Complex, during 27th-29th June 2013. The grand show was spread across an area of 63,000 square meters of exhibiting space. The show attracted impressive suppliers and purchasers of hospitality industry from all over the globe.

During the three day show, 61,088 trade professionals gathered from more than 70 countries and regions, mainly from China mainland, Hong Kong, Macao, Taiwan, the United States, Canada, Italy, France, Spain, the UK, Russia, Venezuela, UAE, South Africa, Pakistan, Argentina, Australia, New Zealand, Peru, the Philippines, Turkey, Singapore, Malaysia, Thailand, Indonesia, Vietnam, Burma, India, Uganda, Kenya, Bolivia, Morocco, Japan, and South Korea, etc.

The event attracted 1308 exhibitors. The show exhibited a wide gamut of hotel equipment and supplies, such as kitchenware and catering equipment, hotel furniture, cleaning and laundry equipment, tableware, hotel uniform, hotel intelligent system, interior and lobby supplies, etc. Thousands of renowned hotel supplies enterprises across the globe did exhibit at the show.

The sponsors of the show were Asia Pacific Hotel Supplies Association, GHM Hotel General Manager Association, Guangdong Cuisine Association, China Western Food Culture Association, Specialty Coffee Association of China, and Guangzhou Huazhan Exhibition Co., Ltd. HOSFAIR 2013 was organised

by Guangzhou Huazhan Exhibition Co., Ltd. and Shenzhen Zhongzhan Exhibition Co., Ltd. The 12th Guangzhou International Hospitality Equipment & Supplies Fair, which is destined to be a leading international exhibition for hospitality, food service, drink and food industries, will be held during 26th-28th June 2014.

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EVENTS’ CALENDER Aahar - The International Food and Hospitality Fair 2013 6-8 September 2013 KTPO Complex EPIP Park White Field, Bengaluru www.aaharregionalfair.com India F&B Pro + Hospitality Expo 19-21 September 2013 Expo Centre, Panaji, GOA www.trinityworld.biz Annapoorna World of Food India 2013 23-25 September 2013 Hall-5, Bombay Exhibition Centre, Mumbai www.worldoffoodindia.com Fi and Hi India 2013 3-5 October 2013 Bombay Exhibition Centre, Mumbai www.foodingredientsglobal.com ANUGA 2013 5-9 October 2013 Cologne, Germany www.anuga.com HBF 2013 15-17 November 2013 HITEX Exhibition Centre, Hyderabad www.hbf.co.in Hotel Expo 2013 20-22 November 2013 The Venetian Macao www.hotel-exhibition.com Fine Food India 11-13 December 2013 Pragati Maidan, New Delhi www.finefoodindiaexpo.com Hotel Investment Forum India 14-15 January 2014 The Leela Kimpinski Gurgaon www.hifi-india.com HOSTECH by Tusid 12-16 March 2014 Istanbul, Turkey www.hostechbytusid.com Aahar 2014 10-14 March 2014 Pragati Maidan, New Delhi www.aaharinternationalfair.com EDT Expo 27-30 March 2014 Istanbul, Turkey www.cnredtexpo.com

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Event

HOTEL Business Review

Strong International Participation Expected at Fine Food India Fine Food India (FFI), which is taking place during 11th-13th December 2013 at Pragati Maidan, New Delhi, is an extension of the internationally acclaimed trade event — Fine Food Australia. It is a dedicated trade only show focussed on delivering to the hotels, restaurants and institutional caterers a hugely productive sourcing destination of suppliers of the latest food and drinks.

Leading companies from Chile, Columbia, China, Catalonia, Iran, Lithuania, Spain & Switzerland have already confirmed their participation at the show and are looking at capturing a share of the thriving HORECA & retail sector of India. Participation from other leading international players is being confirmed and companies from Canada, Thailand, Italy, Austria & Australia are soon expected to be on board.

Here it deserves a mention that Fine Food India is being organised by Diversified Communications India, the organisers of the world famous Fine Food Australia. With more than 27 years of exhibition industry experience, Diversified Communications brings a long history of food show expertise, developing and marketing leading B2B food exhibitions, conferences and media throughout North America, Europe, Asia and Australasia.

FFI 2013 will bring together the world’s finest food products and exquisite wine and spirits and non-alcoholic beverages at one platform. Visitors can expect the introduction and launch of gourmet food products like cheese, olive oil, exotic fruits, chocolates, etc. and a

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range of rare meat and seafood specialities The high level of international participation expected from leading food companies at the forthcoming event is an indication that international companies are viewing India as a burgeoning market and are looking at Fine Food India as a platform to introduce their products to the Indian food and drink industry. FFI enjoys a reputation of providing business contacts, as food & drink importers and distributors to the retail sector visit the show to source new products and understand trends in the market.

Spread across 6000 sq. m in hall 12 & 12A, the show will provide a neutral and independent stage for the business and growth of the hospitality and food & beverage industry and see a number of educative, engaging and networking activities that include the Business Forum, Drinks Academy, VIP Lounge, Culinary Master Class, New Product Showcase, etc.

At the Business Forum, leading food industry professionals would convene to present and discuss the topics and issues that are at the forefront of the food industry today, and those which impact and shape the future of this rapidly evolving sector.

At the Culinary Master Class, talented Chefs from all over the country would demonstrate their culinary skills by

presenting delicious authentic cuisines.

Along with demonstrations, expert Chefs will conduct learning sessions on the know-hows of grilling, baking and frying. There would be opportunity to see leading international Michelin Star Chefs demonstrate and share their culinary skills and present mouth-watering creations.

Drinks Academy is a programme of tutored wine, spirit & beer tasting, which will be hosted by leading drinks professionals. Here top Indian and international winemakers will present their views on trends, challenges and insights into their roles.

“Trade shows are one of the most effective ways for international companies to penetrate into the overseas market and develop trade contacts with local buyers.

Fine Food India, being a focussed trade only platform, attracts some of the finest international brands in the food, drinks, kitchen & bakery equipment,.” asserted Kiran Shetty, Exhibition Manager, Fine Food India.

The major show attractions include high quality food and wine tasting sessions on the exhibit floor, seminars and presentations by professionals of the industry and a special pavilion to showcase new products. More than an exhibition, Fine Food India 2013 is poised to be a meeting ground to interact with F&B Managers, Category Managers, Material Managers, Chefs, Sommeliers & other hospitality and F&B industry professionals and get updated with the latest industry trends.

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HOTEL Business Review

Event

HIFI Rising Star Award Announced Hotel Investment Forum India (HIFI) has announced its inaugural HIFI Rising Star Award. The award will be presented on 15 January 2014, at the Leela Kempinski Gurgaon, in Gurgaon.

HIFI is hosted by Burba Hotel Network (BHN) and Horwath HTL Here it deserves a mention that BHN brings together more than two decades of experience in developing and producing the world’s most prominent gatherings of the hotel and tourism investment community. BHN conferences have become ‘must attend’ events for industry leaders who come together to network, conduct business and to learn about the latest trends.

Horwath HTL offers a broad range of advisory solutions that covers the whole cycle of the hotel product, starting with planning and development, on to asset management and operational advice, to transactional and financial restructuring.

The award, created by the International Society of Hospitality Consultants (ISHC), in conjunction with BHN and HIFI conference co-host, Horwath HTL, recognises an emerging leader under the age of 35 years who is currently working in the hotel community in the Indian Subcontinent.

The HIFI Rising Star Award’s esteemed judging panel includes many luminaries from the hospitality industry. They are Ajay Bakaya, Executive Director, Sarovar Hotels Pvt. Ltd.; Simon Barlow, President, Asia Pacific, Carlson Rezidor Hotel Group; Selim El Zyr, CEO, Rotana Hotel Management; Dipak Haksar, Chief Operating Officer, ITC Ltd. — Hotels Division; Naveen Jain, President, Duet India Hotels; Rajiv Kaul, CEO, The Leela Palaces, Hotels & Resorts; Suresh Kumar, CEO, Fortune Park Hotels Ltd.; Gerald Lawless, President and Chief Executive Officer, Jumeirah Group; Paul MacPherson, President & Managing Director, Whitbread PLC; Rajeev Menon, Area Vice President, South Asia & Australia, Marriott International; Vikram Oberoi, Chief Operating Officer, The Oberoi Group; Deepak Ohri, CEO, lebua Hotels & Resorts; Vilas Pawar, CEO, Choice India; Dilip Puri, MD — India & RVP —South Asia, Starwood Hotels & Resorts; Sanjay Sethi, CEO, Keys Hotels; and Jan Smits, CEO, Asia, Middle East & Africa, IHG. Here it deserves a mention that HIFI can be described as India’s most important hotel investment conference. HIFI comes across as an annual meeting place for the leaders in the Indian hotel and tourism industry to discuss important trends, network, identify new opportunities, and do deals through a combination of plenary sessions, breakout panels, and interactive workshops.

For more information and to download the nomination form, please visit www.hifi-india.com.

The Raintree Hotel, Anna Salai Joins Summit Hotels & Resorts The Raintree Hotel, Anna Salai, Chennai, has joined Summit Hotels & Resorts, a brand of Preferred Hotel Group. Surrounded by the technology, auto and manufacturing business zone in the Chennai city center, The Raintree Hotel, Anna Salai, a five-star property, happens to be a convenient destination for corporate travellers. The hotel is less than 13 kilometers from the Chennai International Airport, and has easy access to local attractions and entertainment venues.

Summit Hotels & Resorts covers an impressive collection of internationally acclaimed hotels and resorts. The Raintree Hotel, Anna Salaiw becomes the first property in Chennai to come under the brand of Summit Hotels & Resorts. Here it deserves a mention that Preferred Hotel Group has 30 hotels in its ambit, in India.

“We are delighted to have partnered with Ceebros, the ownership company for The Raintree Hotels, one of the most respected names in Indian real estate development, and look forward to jointly growing our partnership. With numerous international and domestic hotel brands making entry in Chennai over the past few years, our alliance gives us yet another opportunity to prove that the regional independent brands, with an international sales, marketing and electronic distribution partner like us, can not only effectively compete and perform, but also very efficiently maximize operating profitability to their ownership,” said Saurabh Rai, Regional Director, South Asia and Middle East of Preferred Hotel Group.

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HOTEL Business Review

News Scan

Accor Hotels India Recognised Among India’s Top 50 Best Workplaces Accor Hotels India has been recognised amongst the top 50 Best Companies to Work by the Great Places to Work® Institute in India. The ranking is a result of India’s largest annual study of workplace excellence that identifies the top 50 best companies to work for in the country.

The award recognises Accor India’s commitment and its constant endeavour to enhance the professional growth of its employees by setting innovative new standards in the work culture. With powerful and highly respected brands across segments ranging from luxury to budget, Accor India has to implement HR policies across this diverse range to help and ensure Accor India employees create enduring interpersonal relationships with guests. This has presented the human resource division of the world’s leading hotel operator with a unique challenge.

Speaking on this recognition, Jean-Michel Cassé, Senior

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Vice-President, Operations, Accor India said, “It is an honour to be recognised amongst the top 50 best companies in India and be a part of the world’s largest study on workplace culture. With great support & cooperation from our employees, we have been able to earn this recognition.

This is a commendable achievement for us, considering our multiple brands that require Accor to constantly pursue varied human resource policies and set innovative standards.

The group’s ambition is to become a major hotel operator in the country and above all to be the best hotelier, notably by setting the pace for talent and skill development.”

Ashwin Shirali, Regional Director, Human Resources, Accor India, said, “Accor India deeply values its employees and their outstanding commitment to providing a superior guest experience. Accor India has laid the foundations to being the employer of choice in the hospitality industry and we will continue to innovate in this area to ensure we can attract, train and retain the best staff.”

India is a core growth market for Accor with a target of having 50 hotels in operations by 2015. Accor Hotels India is on an active recruitment drive and will be doubling its existing staff strength of 4500 employees to meet the needs of its growing network of hotels in the country.

The group’s HR strategy is based on a network of 16 Academie Accor virtual training universities campuses around the world. This network permanently researches and provides innovative solutions to ensure effectiveness of training actions and facilitate knowledge management through sharing experiences and best practices within the group. The Academie provides local training solutions, adapted to a country’s cultural characteristics. Accor Academie was launched in India in 2012 to develop human resources to support this expansion.

Accor Hotels India’s vision is to remain one of the most attractive employers in the country and become the employer of choice for the talented, ambitious hospitality staff seeking real career development opportunities.

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News Scan

HOTEL Business Review

A New Acquisition by Lemon Tree Hotels In the recent past, Lemon Tree Hotels announced the acquisition of the erstwhile 130 room Clarion Hotel in Whitefield, Bengaluru. Fleur Hotels, the JV partnership between Lemon Tree Hotels and Dutch pension fund manager APG acquired the hotel in an all cash deal of Rs. 64 crore. Another Rs.11 crore is proposed to be spent on renovating the hotel and re-branding it as the Lemon Tree Hotel, Whitefield, Bengaluru.

Located in the heart of Bangalore’s Whitefield, the hotel is in close proximity to IGate, Perot System, Vydehi Hospital, and Eurofin.

Speaking on the occasion, Patu Keswani, Chairman & Managing Director, the Lemon Tree Hotel Company said, “Our partnership with APG is an endeavour to further expand our ownership and network of mid-market rooms in India, in order to meet the growing needs of the under-served mid-market hotel guests. Lemon Tree already owns and operates two hotels in Bengaluru. This acquisition will help us to gain a foothold in the growing micro market of Whitefield. The hotel is centrally located within Whitefield and will offer a great option for midmarket guests. Over the next six months, we intend to renovate and refurbish the hotel to align it to the Lemon Tree brand standards of a fresh, fun and refreshingly different hotel.”

Here it deserves a mention that founded in September 2002

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by Patu Keswani, Lemon Tree Hotels currently owns and operates 24 hotels in 14 cities, aggregating 2850 rooms with over 3000 employees. The group is currently the 3rd largest hotel chain in India in terms of owned rooms.

Grand Mercure Bangalore Comes With Temple Tree Boutique Grand Mercure Bangalore, a five-star all suite hotel with 17 studios and 109 suites, is located at the up market residential area of Bangalore. At the same time it is within 5 km of major corporate businesses and IT park and close to the city centre and just 45 km from the airport.

Grand Mercure Bangalore has recently launched a designer boutique within its premises. The Temple Tree Boutique is an exquisite space that showcases India’s rich culture, diversity and craftsmanship through select handicrafts, knick knacks and accessories.

The boutique is a home to some of the finest handcrafted products, which are geared to give visitors a glimpse into the artistic traditions and intricate finery that is germane to India, while allowing them to indulge in a little retail therapy during their visit. Now the guests of Grand Mercure will be spoilt for choice with a plethora of options like the finest handmade silver jewellery, quirky Indo-western patterns on bags and scarves, ethnic handicrafts, handmade soaps, candles, ceramics, iPad cases and other eclectic items reflecting the rich and diverse ethnicity of India across the length and breadth of our fascinating country.

The merchandise displayed at the boutique can be collectively termed as the feast for the eyes. It comes from the fine craft houses run by lady entrepreneurs embodying fair trade practices so that the artists don’t lose out on their fair share of returns. What is more, all the profits from the Temple Tree Boutique go to a primary school in rural Andhra Pradesh where children of slum dwellers are educated and fed free of cost. So each product purchased at the boutique fuels a future as well as indulges your senses.

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News Scan

HOTEL Business Review

Presenting the Kamal for the Ladies Reflecting the current and extremely welcome trend of women-friendly hospitality, The Leela Palace New Delhi has transformed one of its guest floors into a haven for single lady travellers. It is aptly named as Kamal. The floor offers exceptional features and amenities, which were thoughtfully created to provide great safety, comfort and privacy.

To facilitate impeccable security, Kamal is equipped with CCTVs and has a restricted elevator access. The experience

begins from the moment when the guest is greeted by the hotel’s representative at the airport. The offer includes unique and luxurious complementary services like courtesy arrival and departure transfers

in the BMW sedan that also includes the option of en-route private dining food order service.

The BMW sedan used for commuting the female guests at Kamal from hotel to airport or airport to the hotel has a menu, which can facilitate the ladies arriving at The Leela Palace New Delhi to order the food of their liking, which is presented before them after they arrive at the hotel.

Furthermore, all the rooms on the Kamal floor reflect grandeur with fascinating montages of the city. The female guests at Kamal can enjoy a choice of lifestyle magazines and newspapers, yoga mat, a gourmet corner and a fully-

equipped executive table. The expansive bathrooms at Kamal floor have high-end female essentials, hair-dryers, mood lighting, hands-free telephones and mirror televisions.

In order to help them unwind, the guests at Kamal are offered complimentary one hour long spa treatment with a choice of a facial, massage and a 30 minute reflexology by the highly-trained therapists. Unpacking and packing services by the butler and the option of incoming call screening through the operator are some of the other personalised facilities being provided at Kamal.

Commenting on the launch, Kunal Chauhan, Resident Manager, The Leela Palace New Delhi said, “Reiterating our commitment towards our valued female guests, we are proud to introduce Kamal, designed exclusively for them.”

Here it deserves a mention that The Leela Palace Delhi’s womenfriendly hospitality extends to priority for lady guests on table reservations at the hotel’s restaurants, and for appointments at the spa.

A Coveted Distinction for Kempinski Ambience Hotel, Delhi Leading travel publication Conde Nast Traveller India has chosen Kempinski Ambience Hotel, Delhi among the Top New Hotels in India in the Hot List 2013.

Vella Ramasawmy, General Manager, Kempinski Ambience Hotel, Delhi expressed his elation on achieving this coveted distinction. “We are indeed very proud to be nominated for the finest services we offer at Kempinski Ambience Delhi,” he articulated.

From modern infrastructure to the largest ballroom in a luxury hotel in the country to specialty dining at our restaurants along with our exceptional recreational facilities, we are expressing our commitment to bringing an experience that our guests can cherish and that makes them want to keep coming back,” he added.

The Kempinski Ambience Hotel has

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put East Delhi on the map of frequently traveling and luxury seeking local and international patrons. It has India’s largest banquet facilities in a luxury hotel, spreading across 70,000 sq. ft.

Accommodating up to 6000 guests, the hotel also features the country’s largest pillar less ballroom of 25,000 sq. ft.

Conde Nast Traveller India also highlights the beautiful water bodies,

landscaped gardens and marble façade lit up by striking LED lights at night that gives the hotel a resort-like feel in the middle of the bustling city. Kempinski Ambience Hotel, Delhi with its 480 modern rooms and suites, a luxurious spa, a modern salon, a contemporary bar and three restaurants covering Oriental, Italian and Indian cuisines is an exquisite expression of high-end hospitality.

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News Scan

HOTEL Business Review

FHRAI and its Regional Associations Facilitate Uttarakhand’s Flood Relief

Ion Exchange Unveils New Corporate Identity

Recently, FHRAI and its regional associations HRANI, HRAWI and SIHRA did make a contribution of Rs.52 lakh towards Uttarakhand Chief Minister’s Relief Fund. A delegation led by Garish Oberoi, President HRANI and Vice President, FHRAI, met Vijay Bahuguna, the Chief Minister, Uttarakhand to present the cheque to assist the relief work in the disaster-struck state.

Commenting on the challenging situation in the state, Garish Oberoi said, “Our hearts go out to the bereaved families and those who have been displaced from their homes due to the tragic natural calamity in the state of Uttarakhand. We remember them in our thoughts and prayers.

The nation now faces the task of rebuilding and reconstruction in Uttarakhand, while continuing to provide relief and care to those who are still suffering under the impact of this tragedy. We at the association are committed to playing a role in nation building by providing assistance to those most in need of a helping hand, through our own initiatives as well as in partnership with the Central and State Governments.”

Ion Exchange (India) Limited, specialists in environment management with an impressive track record of close to five decades, has recently come up with its new corporate identity. On this occasion, Rajesh Sharma, Chairman and Managing Director, Ion Exchange(India) Ltd., said, “In sync with the environmental transformation we strive to bring about, we have changed our logo and incorporated a positioning line ‘Refreshing the planet’; a move that accentuates our commitment to assume an ever greater responsibility to the cause of ecology and everything we stand for.”

“The new Ion Exchange logo, with its hues of green and blue, celebrates the greenery and water around us and more cogently reaffirms our constant effort to make the earth a better place. The grey underlining signifies the strong foundation and base the organisation has built over decades,” Sharma articulated further.

Here it deserves a mention that Ion Exchange (India) Ltd. is today regarded as the country’s premier company in water and environment management, with a strong international presence. Specialists in water and waste water treatment, Ion Exchange offers total water solutions for industry, homes and communities. Ion Exchange India’s comprehensive environment solutions include water treatment, liquid waste treatment & recycle, air pollution control, solid & hazardous waste management and generation of energy from waste.

Jukaso Group Ventures into Vacation Ownership After having ventured into education, FMCG distribution and facility management, Jukaso Group has announced its foray into vacation ownership or time share business. With a vision to become a dominant player in this segment, in the domestic market by 2017, the group is working on acquiring vacation properties in destinations like London, Dubai, Goa, Mussoorie, Nainital and in South India.

Speaking about the new venture, Rajiv Khanna, Chairman, Jukaso Group, said, “There are currently only 3 lakh time share members in India whereas the potential consumer base is over 100 million. With quite an extensive base of rooms to start with, we feel we have an edge in the market.”

“At Jukaso, we aim to deliver the best experiences to our guests. Not only will we provide value for money services but also will add innovative and exciting features, which have never been experienced in the concept of vacation ownership”, said Rominder Khanna, Chief Operating Officer, Jukaso Resorts Pvt. Ltd. Jukaso Group is confident of designing the best vacation

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product for the Indian consumers, which will be launched in the third quarter of the financial year 201314. The core team has started work on the product design, hiring and setting up the best processes.

Here it deserves a mention that seven decade old Jukaso Group successfully runs hospitality properties in Delhi, Gurgaon, Pune, Vishakapatnam, Varanasi, Dharamshala, Corbett, Mahabaleshwar and Switzerland and have tied up with WelcomHeritage in Goa, Chittorgarh , Nawalgarh & Jaipur.

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News Scan

HOTEL Business Review

PAX Hotels’ Flagship Hotel PAX Hotels, a hospitality management company, has come up with a hotel in Lucknow, which is named as The Continental – PAX Hotel, Lucknow, in the recent past. The strategic location of the hotel has the potential to make it one of the preferred havens for corporate as well as leisure travellers. The property is located just 12 km from the airport.

The Continental – PAX Hotel, Lucknow is a boutique hotel focused on style, comfort and customisation. The property comprises 42 fully appointed spacious rooms, which were thoughtfully designed with a comprehensive range of modern amenities. The modern amenities

Special Stay Offer for Couples As part of its first anniversary celebrations, Radisson Blu Plaza Hotel Hyderabad Banjara Hills has introduced a special stay offer for couples who are looking for a weekend getaway. This special package entails that the guests are allowed to choose any of the three services from a range of options, which are complementary with their stay package.

The guests can choose any three services from the following options, which

are complemented by unpretentious hospitality. The hotel is also endowed with adequate conferencing and banqueting facilities.

The 60 cover multi-cuisine fine dining restaurant on the fourth floor of the property serves both international and Indian cuisines. Here the trained Chefs have created a wide range and imaginative dishes to tempt the guests. Located on the fifth floor, the roof top terrace grill of the hotel offers live barbecue where guest can enjoy the experience of fine dining right beneath the blue sky. At the Baker’s Hub, guests can feel the taste of homemade baked delicacies with the wide selection

of soft beverages.

According to Anirudh Raithwan, Director, Operations & Planning, PAX Hotels, “We are extremely proud to introduce our first hotel in the beautiful city of Lucknow.

Being in Lucknow, a city known for its rich culture and royal heritage, we commit to provide our guests an unforgettable stay by acquainting them with the lineage of the city and its vicinities.”

Double Tree by Hilton Pune Launched Hilton Worldwide has announced the launch of Double Tree by Hilton Pune -Chinchwad.

Located in the heart of the Pune district’s information technology and industrial belt, the 115-room property boasts of upscale accommodation and amenities, including four food and beverage venues, an executive lounge, 24-hour business centre, versatile meeting and events spaces, pool, fitness centre and spa. The hotel’s trendy guestrooms feature an impressive range of modern conveniences.

DoubleTree by Hilton Pune - Chinchwad is conveniently located near a plethora of the area’s key businesses and manufacturers, including Hyundai, Force Motors and DaimlerChrysler, and offers easy access to Pune Airport, Mumbai-Pune National and Express Highways, and the Pune city centre and railway station. Nearby are some of the region’s most sought-after tourist destinations, including the hill stations of Lonavala and Khandala, and the ancient Buddhist caves of Karla and Bhaja.

“With its prime location in Pune’s industrial epicentre, DoubleTree by Hilton Pune Chinchwad is a perfect fit for our portfolio,” said John Greenleaf, Global Head - DoubleTree

by Hilton. “As the first international hotel brand in this region, we look forward to introducing guests to the high-quality service for which our brand is known,” he added.

Trident, Hyderabad Launched are cab service for 8 hr /80 km, the facility of having drinks for 2 hrs. at Movida (the contemporary, chic lounge and bar of the hotel) along with tapas food, one-hourlong spa treatment for the couple, buffet dinner on all days, intake of Dilmah Real High Tea on all days between 4pm-6pm, availing of happy hours at Bar 41 between 6.30pm - 8.30pm. The above-mentioned stay package costs Rs.12, 999 for two nights and three days and does include breakfast, wi-fi connectivity and late check-out facility. This two-month-long special stay offer for couples will be valid till 30th September 2013.

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The Oberoi Group has announced the opening of Trident, Hyderabad. Located in the heart of the information technology hub — HITEC City — the hotel has an elegant and contemporary design and offers state-of-the-art business and leisure facilities.

PRS Oberoi, Executive Chairman of The Oberoi Group said, “Over the years we have added hotels at various locations in India and overseas which have become industry benchmarks. Hyderabad has emerged as a significant business destination and Trident, Hyderabad has been created with the discerning business traveller in mind.

This hotel is a testimony of our vision for the ‘Trident’ brand and its standards of excellence.”

The hotel has 323 well appointed guest rooms and suites which, according to the press release, are the largest in Hyderabad. The hotel offers extensive conference and banquet facilities.

With its ideal location supported by warm, caring and personalised service, Trident, Hyderabad is set to become a preferred hospitality option for the business travellers and as well as leisure travellers in Hyderabad.

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Emiliano Di Stefano

The Westin Gurgaon, New Delhi has appointed Emiliano Di Stefano as the Chef at the hotel’s Californian style Italian restaurant named Prego. Chef Emiliano brings with him eight years of experience as an Italian Chef and has had an illustrious career so far; working with many celebrated restaurants and hotels, globally. In his new role, Emiliano will be supervising culinary operations at Prego, leading his team and providing them with direction.

Speaking on the appointment of Emiliano, Sanjay Sharma, Complex General Manager of The Westin Gurgaon, New Delhi and The Westin Sohna Resort & Spa, said, “We are delighted to have Chef Emiliano Di Stefano on board with us. Prego is one of our prized possessions at The Westin Gurgaon, New Delhi and Chef Emiliano is the ideal person to preserve the same standard that we uphold at Prego. He brings with him refined culinary knowledge and strong leadership skills, which we are certain, will prove highly beneficial for the hotel in the time to come.”

Emiliano, on being part of the The Westin Gurgaon, New Delhi said, “I am excited to be a part of The Westin Gurgaon, New Delhi and bring the taste of Italy to a different country.”

Shamsher Ahmed

Shamsher Ahmed has been appointed as the Chef De Cuisine at Kangan, located at The Westin Mumbai Garden City. Shamsher brings with over 16 years of enriching experience in the hospitality industry. His prior assignments include being the Indian Master Chef of Kangan at The Westin Pune Koregaon Park, and being the Sous Chef at Marriott ICC Convection Centre, Pune. He also had stint with Rang Mahal Restaurant in Singapore.

Caroline Zwierz

The Westin Gurgaon, New Delhi and The Westin Sohna Resort & Spa has appointed Caroline Zwierz as Complex Revenue Manager. Here it deserves a mention that Caroline holds a Masters Degree in Hospitality Administration from Ecole hôtelière de Lausanne (EHL) in Lausanne, Switzerland.

Caroline brings with her a strong foundation in revenue management, having worked at many a celebrated hotels and renowned corporations. Having acquired the experience of working in six countries and two continents within a short

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period of only eight years, Caroline has a firm grasp on a varied range of revenue operations. Her professional understanding of the same makes her more than capable in her new role as Complex Revenue Manager.

In her current role, she will be overseeing revenue operations at both properties and will be reporting to Sanjay Sharma, Complex General Manager, The Westin Gurgaon, New Delhi and The Westin Sohna Resort & Spa. Caroline, on being part of the Westin Gurgaon, New Delhi said, “From what I have gathered, the associates here make up for more of a family, rather than an organisation and I am very excited to be a part of this family. I think I have been given a great opportunity and I am ready to deliver the best that I possibly can.”

Binu Mathews

IDS NEXT, a global leader in ERP and total technology solutions for the hospitality and leisure industries, has announced the promotion of Binu Mathews to the post of Chief Executive Officer of IDS NEXT. This promotion comes after his three year stint with IDS NEXT where he led the effort towards significant growth of the company’s revenues, steered the business to newer geographies, and deepen the company’s presence in its existing markets.

Some of the major achievements of Binu Mathews leading up to his promotion have been his active role leadership in helping launch start-ups RezNext and RoomsTonite. He also leveraged his decades of experience to forge a host of strategic partnerships with international players like Salesforce, Maxim, TrustYou, Pegasus Solutions, and arcplan.

Another major initiative that Binu was instrumental in executing was IDS NEXT’s 24/7 Technical Support Centre.

TSC, as it is popularly known, is the first 24/7 support centre for the Indian hospitality industry and recently completed two successful years of its operations.

“One of my core tasks since I joined IDS NEXT has been to turn the focus on our customers. With them in mind, we aggressively enhanced the IDS NEXT ERP solution, streamlined processes to offer seamless service, and launched products that could help our customers grow revenue,” explained Binu Mathews, while adding, “I am extremely delighted with the promotion, and look forward to the greater challenges that this new role offers.”

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Bart Buiring

Marriott International has promoted Bart Buiring to the post of Senior Vice President – Lodging Services and Operations, Marriott International in Asia Pacific.

Prior to this assignment, he was working as the Regional Vice President of Operations and Continent Lodging Services for Marriott International in Asia.

Bart’s new position sees him providing leadership to all operations disciplines including rooms, food and beverage, engineering, procurement and guest technology. In this new capacity he will also oversee hotel operations design development for all Marriott International’s new hotels in Asia.

Bart graduated from Hotel Management School Maastricht in the Netherlands, and obtained a certificate in Marketing Management from Cornell University in the United States. He began his career with Hilton International, before gaining further experience at The Dorchester in London, and for Hyatt International, where he worked in Indonesia and Australia. Bart joined Marriott International in 2001 as the Director of Operations at the JW Marriott Hotel in Mumbai, India, and was instrumental in establishing the hotel as Marriott International’s flagship property in the country.

Ritu Chawla

Marriott International has appointed Ritu Chawla as the General Manager, Courtyard

by Marriott, Pune Chakan.

She brings with her 16 years of enriching experience in hospitality management to this present position. Ritu also brings her strong communication skills, domain knowledge, well-honed leadership qualities and her love for people to her new role, towards further anchoring the refreshing Courtyard brand in Pune.

Ritu began her career as a Management Trainee at the iconic Taj Mahal Palace & Towers, Mumbai; going ahead to become one of the youngest lady General Managers of the Taj Group in 2007 at the Vivanta by Taj, Fisherman’s Cove, Chennai. Ritu holds an Executive MBA from SP Jain College, Mumbai.

Akhil Arora

Akhil Arora has been appointed as the Director of Rooms of Renaissance Mumbai Convention Centre Hotel. In his current role, he oversees all areas of the Rooms Division which include front office, reservations, airport services, housekeeping, laundry and spa. Additionally, he is primarily

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responsible for the guest satisfaction levels of the hotel.

He brings with him over 10 years of experience in the hospitality industry, which includes formulation, managing and implementation of strategic plans and services to run efficient operations and ensuring optimal guests’ satisfaction. Prior to joining Renaissance Mumbai Convention Centre Hotel, he was the pre-opening Front Office Manager at The Leela Palace Chanakyapuri, New Delhi.

Akhil has also worked at The Imperial, New Delhi and with the Oberoi Hotels & Resorts in Mumbai and Udaipur.

Akhil holds diploma in hotel management from the Institute of Hotel Management, Catering & Nutrition, Pusa, New Delhi.

Anang Chaturvedi

Anang Chaturvedi has been appointed as the Director of Sales & Marketing, at the Courtyard by Marriott, Mumbai International Airport. Anang brings with him 12 years of experience in the hotel industry. He began his career with the Marriott family at Courtyard

by Marriott, Ahmedabad as one of the core members of the preopening team, in 2010. Prior to working at Courtyard by Marriott, Ahmedabad, Anang had a considerable stint with Courtyard

by Marriott Chennai, both in front office and sales, during 2006 and 2008.

Brijesh Singh

Radisson Blu Resort & Spa Alibaug has appointed Chef Brijesh Singh as the Executive Chef. Chef Brijesh has 12 years of culinary experience with premium hospitality brands from across the world including Park Hyatt, Goa, Inter Continental Grand, Mumbai, Club Mahindra Holiday Resorts, Coorg, Hotel Ista, Bengaluru, Laurier Lounge - Canada, Lamana in Australia, and Royal Orchid Central, Pune.

Brijesh is looking forward to incorporate his signature dishes and putting a whole new menu in place at the two F&B destinations of the property — the all-day dining restaurant Aparanta and the specialty restaurant Kokum & Spice. His culinary focus is on classic dishes, new creations and wholesome meals.

While keeping a vigilant watch on the consistency of the high standards of food’s hygiene, he also oversees that excellent quality of food is prepared and served to the hotel’s valued guests.

HOTEL Business Review

Appoi ntments

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CCI’s Approval for Hotel Projects in DIAL Aerocity FHRAI’s President, Vivek Nair has welcomed the decision of the Cabinet Committee on Investment (CCI) to grant approval to 13 hotels being set up at DIAL Aerocity. On behalf of the industry, Nair had vigorously pursued the matter of inordinate delay in issuing certain requisite clearances to these hotels, many of whom are either ready for commissioning or in advanced stages of construction.

The FHRAI President had met with the Minister of Home Affairs, Sushilkumar Shinde, the Union Minister of Civil Aviation, Ajit Singh, and the Minister of State with Independent Charge for Tourism, Government of Indias, Dr. K. Chiranjeevi, and sought their urgent personal intervention in this regard.

“Any prolonged and unwarranted uncertainty on receiving the final

regulatory approvals for the upcoming hotels in Aerocity would not only have caused colossal financial losses to the individual developers but also put in peril, the vision of establishing a vibrant world-class hospitality hub, which was conceived as an integral component of the ambitious modernisation program of the Delhi International Airport. Therefore, I am extremely grateful to the Hon’ble Prime Minister and Senior Ministers of the Union Cabinet for expeditiously accepting FHRAI’s request on this issue and proactively intervening to clear the hurdles in the way of this prestigious project,” elaborated Nair, following the Cabinet Committee on Investment’s decision.

“These hotels in Aerocity are being developed at a combined project cost of approximately Rs. 8,000 crore and will together contribute more than

5,000 much-needed additional rooms to the capital city’s limited inventory of 11,000 rooms in the branded segment and generate direct employment for thousands of people,” Nair added.

The FHRAI President had earlier impressed upon the Government that in order to achieve the target of doubling our foreign tourist arrivals (FTAs) from six to twelve million within the 12th Plan Period (2012-17), 1,80,000 additional hotel rooms would be required across the country, entailing a massive capital investment of over Rs.1,25,000 crore.

In this context, the fruition of landmark projects such as Aerocity can successfully attract significant domestic and foreign investments into the Indian hospitality sector, which is imperative to fuel the industry’s potential growth.

Rational is Optimistic on India Rational India is expecting impressive In India its area of operations is fairly growth in the country, in the years ahead. wide. Industrial canteens, hotels, QSRs, This year, Rational has started a subsidiary stand-alone restaurants, hospitals, school canteens are only some of the segments in India, which reflects the company’s which Rational India caters to. enduring commitment towards the Indian “We understand what our Indian market; a market where it is anticipating market wants, and our equipments can 100 percent growth year on year.

Though it is only the third easily cater to a wide year of the multinational’s range of sumptuous operations in India, but Indian cooking according to Pinaki Banerjee, solutions,” averred the Managing Director of Reinhard Banasch, Rational India, Rational CEO, Rational AG. A India has 65 percent market wide gamut of Indian share of combi ovens in the dishes, ranging from Indian market. Rational’s rotis, tandoor dishes share in the global market in and curries can be this product category is an cooked with Rational amazing 54 percent, making SelfCookingCenter® the company an undisputed whitefficiency. “The Reinhard Banasch market leader in combi ovens.

SelfCookingCenter Rational holds a leading position by far in whitefficiency is not only the standard terms of market position and technology, for western, but also for Indian cuisine”, in the field of hot food preparation in explained Banerjee, while adding, professional kitchens.

“We have developed cooking processes Rational, which has presence in 91 especially for the Indian cuisine, like countries across the globe, is engaged biryani, tikkas, tandoori, idli and samosas.” in both institutional and retail sales.

Here it deserves a mention that

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Rational’s SelfCookingCenter whitefficiency is a multi-purpose kitchen equipment, which can grill, steam, gratinate, bake, rise, roast, braise, simmer, stew, poach or blanche. The unit can independently determine, control and monitor the optimum cooking process, just by the push of a button. It is endowed with patented HiDensityControl which can ensure maximum uniformity every time.

Moreover, the new-age equipment for commercial kitchens is very much energy-efficient as compared to a traditional kitchen equipment without combi steamer technology.

The equipment also offers a powerful steam generator, dynamic air mixing, heat build-up and extremely effective dehumidification.

Rational India is quite aggressively creating awareness about its products in the Indian market. “We have great expectations from the Indian market and are earnest on exploring it further by creating awareness about our equipments through live cooking demonstrations,” pointed out Banasch.

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HRAWI Highlights Key Issues

H

otels & Restaurants Association (Western India) highlighted key industry issues faced by hoteliers in Western India at a press event held in Pune, and announced that their 17th Regional Convention entitled ‘Tourism: Awakening the Sleeping Giant’ will provide an impetus to the industry and create a networking platform for fraternity members.

DS Advani, President, HRAWI, said, “HRAWI is the voice of the hospitality industry that is committed towards dealing with issues of hoteliers across Western India.” He also pointed out that “With international tourism increasing year-on-year and the continued strength of domestic tourism, India will witness incredible opportunities for growth.”

Dilip Datwani, Convention Chairman, said, “Our conventions are always well attended and this year we have a plethora of industry veterans in attendance. We are immensely pleased that Tourism Minister of Maharahtra, Chhagan Bhujbal, will be in attendance.

We have chosen to host the convention in Pune this year as it is truly a tourist hub of Western India. We have included some incredibly thought-provoking panel discussions which aim at addressing the issues faced by the industry.”

“This is the perfect forum for us to showcase issues relevant to hoteliers in Pune. We work alongside HRAWI to lobby with the government and ensure that our industry issues are given a platform. With 50 percent of guests

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in Pune hotels comprising FTAs and a significant number consisting of business travellers, it is important to create a seamless and smooth experience for our guests,” pointed out Vinay Chautalia, President, Poona Hoteliers Association.

The problems which needed to be addressed by the government, as highlighted by HRAWI, could be summed up thus:

National Issues: • TDSAT (Telecom Dispute Settlement and Appellate Tribunal) has finalised cable rates for hotels ranging from 1 to 2 star and up to 50 rooms.

However, the rates haven’t been finalised for 3 to 5 star hotels above 50 rooms.

As a consequence cable operators charge these properties huge amounts with no regulation.

• The urgent need for IPRS and PPL taxation issues to be taken into consideration by the government.

• Dire need for repelling service tax issue levied by central government on restaurants that are fully or partially air-conditioned. Service tax was first imposed on banquets, thereafter on airconditioned restaurants serving liquor and now it is imposed on all restaurants with air-conditioning facility including partly air-conditioned establishments.

Issues in Maharashtra (Mumbai and Pune): • There is a need for creation of tourism specific zones in key cities of

Maharashtra, starting with Mumbai. In these demarcated areas, tourism related activities should be permitted until late hours like in Shanghai.

• It is necessary that property tax in Mumbai as well as excise related matters should be simplified.

Besides these, HRAWI did raise various demands pertaining to different states and Union Territories of western India (Gujarat, Goa, Madhya Pradesh, Chhattisgarh, Dadra & Nagar Haveli, and Daman and Diu). Some of them are given below: For example for Gujarat, the association highlighted that the electricity duty to be reduced to 10 percent from 25 percent, Additional Floor Space Index (FSI) of 25 percent to be made available to existing hotels, VAT on natural gas to be reduced from 15 percent to 4 percent as applicable to other industries, and wind mill/wind power policy to be extended to third party sale within the group company as this will compensate to some extent the high cost of electrical energy.

Similarly, for Chhattisgarh, liquor license fees, tax exemptions and rationalisation of electricity rates were issues raised by HRAWI. In Goa, the issue of taxi drivers fleecing tourists by charging exorbitant fares was highlighted. This irritant is greatly hampering the tourism potential of Goa. For Goa, the demand for extension of group landing permit for groups of tourists to British and Russian nationalities was also put forward. The demand for amending the Tourist Trade Act and making it relevant to present times was another of the demand of the association, pertaining to Goa. HRAWI also pointed out that in Goa, the Government has increased FAR to 20 percent for hotels in three and four- star category, which the association called for extension to all categories of hotels in the state.

For the Union Territories Dadra & Nagar Haveli and Daman and Diu, issues relating to electricity duty and pollution control were raised by HRAWI.

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The Wellness Haven in Hotels Mention spa and you conjure the image of a dimly-lit room bathed in the scent of jasmine and lemongrass, where the ambience is being wafted through soothing music, and is dotted with comfortable recliners.

And this image is being translated into an experience by many more persons in India than were say a decade before. The Indian spa industry, whose demand was earlier women-centric, has been focusing on male grooming too. Spa has become a necessity for many in this hectic world accompanied by tensions and stress.

Almost all five-star hotels in the country these days have a branded spa. And, they contribute sizeable revenue to the hotel’s earnings. In fact, the spas not only provide therapeutic treatments but also sell the products used in the spa. Here Ashok Malkani gives a comprehensive view of the hotel spas, which include the essentials of the spas, some of the treatments which are in demand, and the future of the spas in five-star hotels of the country.

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tress has become a part of life. Therefore de-stressing has become essential to lead a blissful and happy life.

To ease the tension there is perhaps nothing more soothing and relaxing or rejuvenating than a massage.

And the ideal place to get a tailor-made massage suiting your specific wellness requirements is the spa.

Spa is a place where wellness and leisure amalgamate. Spa, which was at one time considered to be of interest to the women, is now being frequented by both sexes, particularly in the five-star hotels.

“In the recent times spas have become a necessity rather than a luxury. Whether a guest is on a business trip or a leisure trip she/he looks forward to using the

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spa for a feeling of well-being, relaxation, rejuvenation and to de-stress. When you engage yourself in a spa it is an expression of your personal space,” explained Anna Fernandes, Director of Spa, Goa Marriott Resort & Spa. Pawan Sharma, the Director of Wellness and Security, The Westin Mumbai Garden City, believes that today spa is a necessity in a five-star hotel.

“Luxury five-star properties across the world are today being treated as less of a mere visit and more of an experience to indulge in. It is almost incomplete for any luxury hospitality brand to exist without a spa. Also the average consumer today seeks leisure and rejuvenation as much as she/he seeks a destination experience,” he averred.

Shalini Tewari, Corp Head Spa and Loyalty Programs, The LaLiT Suri Hospitality Group, states, “In today’s busy world, spa is one of the finest destressing and relaxing options. In order to provide holistic satisfaction to a traveller/ guest, it is important for a hotel to have a spa.”

Genesis of Spa Today guests have come to think of spa as one of the services that a five-star hotel needs to provide. Initially what started as a wellness program in the form of a health club has now bifurcated into spa and a health club. “Initially, hotels used to have health club with two or three massage rooms with not much qualified staff to provide the treatments.

Cover Story

However, the trend of spas really picked up in India from 2003 onwards with few international brands which introduced themselves in the market with their range of spa products. The spa business in India since then has become more competitive,” stated Anna.

Sharma traces the history of spas to as far back as 500 BC. “In those days, Roman emperors used to indulge in special baths as part of their daily routine where the body was alternately bathed, anointed with oils, massaged and exfoliated. This trend soon spread across the entire Roman Empire, from Africa to England. Europe took to the spa by visiting natural hot springs, while Japan developed ‘Ryokens’ (inns) with in-built Zen gardens and outdoor and indoor bath facilities. It wasn’t long before the American nations came up

Anna Fernandes

HOTEL Business Review

with spa treatments for elite class women, for leisure and weight loss purposes,” he explained.

The concept of spa has gradually gained popularity as a crucial element of elitist lifestyle. This has induced many high-end hospitality brands to introduce spa treatments to cater to the needs of their guests. Now in the recent years, the popularity of spas percolated among the middle classes too. Today visiting spas is a remarkably growing urban lifestyle trend in our country.

Spa Brands Generally five-star hotels in India are having their own brand of spas; e.g.

Westin has Heavenly Spa, LaLiT has Rejuve, Marriott has Quan, Taj has Jiva, etc. Many experts agree that each five-star hotel chain should have its own brand of spas. “An established spa carries more value because of its brand image. There a guest is always expecting to avail the best possible spa services as she/he is aware of the brand and the products used during the spa services provided. However there are a lot of stand-alone spas that are also doing well since they cater to a different clientele,” averred Anna.

Sharma added, “A five-star or above property should definitely have its own brand of spa. Any other hospitality brand may consider opting for collaboration with an established stand-alone spa brand.” “All our spas are self-owned so it does give us total control with R&D of new treatments, execution of best practices of spa industry standards, and

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requirements for starting a spa business are suitable infrastructure and space, knowledge about spa treatments and therapies, clarity about your brand of spa and its USP against other spas of its kind, significant awareness of competition, passion about the wellness industry, and exceptionally skilled and knowledgeable therapists on rolls.

Elaborating on the essential qualities for the spa attendant for a hotel spa, he said, “Essentially a spa attendant requires the ability to perform a variety of customer service, maintenance, and administrative tasks during the day-today operations. She/she should have a pleasant personality and be able to assist guests in all the areas of the spa. She/ he

staff training to deliver an experience to rejuvenate and recharge,” expressed Shalini.

Essentials for Starting a Hotel Spa But there are certain basics for a hotel to open a spa. First of all, the spa must have a decent amount of space. According to Sharma, “For a well-balanced spa area, including a range of various in-demand therapies and massages, along with sauna and shower facilities, the average size should ideally be 2000 - 4000 sq ft.”

However, Anna believes the area should be larger. ”The normal area required for a decent hotel spa with four treatment rooms, a couple massage room and the other operational areas (steam, sauna, Jacuzzi, locker facility, etc.) should be around 3500 to 6000 sq. ft.,” she

Pawan Sharma

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proffered.

She pointed out some necessary conditions for starting a successful spa in a hotel. “You have to ensure that you have the right location, followed by an understanding of the clientele. For example, you need to understand whether your clientele comprises corporate travellers or leisure travellers. The spa menu has to be tailored accordingly.

The spa products should also be selected appropriately, and most importantly, you must have skilled & trained spa therapists. It also adds a lot of value if the therapist is certified in basic anatomy & physiology of the human body. The spa therapist should also be trained on guest relation skills and ensure that the standards and process of the spa are strictly followed,” explained Anna.

Shalini opines that while qualified therapists are essential for a hotel spa, it is also necessary to have “great hospitality, good range of treatments, perfect ambience with serene spaces treasuring abundant energy within its walls.” And most importantly, according to Shalini, “one needs to have a deep desire to help others achieve the perfect body and acquire three most important factors— spirituality, health and wellness.” She believes that “The spa therapist must be a customer-oriented person with a strong commitment towards excellence and be endowed with good communication skills.”

Sharma briefly summed up the essentials of starting a spa business.

According to him, the essential

should be in good health, as she/he may be expected to engage in a significant amount of bending and lifting while performing cleaning and maintenance activities.” He said that the Spa in Charge of the hotel spa needs to be customerdriven and intuitive to their needs.

Sharma believes that Spa in Charge in a hotel must also possess excellent communication skills and be good at multi-tasking. “Also she/he has to be a recruiting and hiring genius,” he pointed out.

Anna states that the Spa in Charge of a hotel spa “should be certified in the field of spa to ensure that she/he understands the requirements of the guest, of the spa associates and most importantly has the knowledge of handling the spa operations. She/he should also have the knowledge of marketing the spa to the hotel guests as well as the ability to promote the spa to walk-in guests.”

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Selling Spa Products

stone tablets to place on the walls,” she informed.

Some of these spas, in order to earn higher Preferred Treatments revenue, also sell products According to Rajesh Sharma, used in their facilities.

President, Spa Association of Sharma believes that India, Kerala massages, body there is no harm in spas scrubbing and body wraps marketing the products are becoming popular. Many used by them. “If a of the wellness practices customer is significantly are being inspired from the impressed with a certain western culture, though treatment, it is good along with that Indian to have those products Jacqualine Tara Herron traditional massages are used in that treatment regaining their popularity. for retailing,” he articulated. Anna also Anna avers that the most ‘in demand’ thinks that it is a good practice. “It is an spa treatments are body massages extremely good practice to have products followed by facial treatments.

“The displayed for retail at the spa, since the spa treatments offered at the Quan guest may experience the products while Spa are massage therapies (relaxation, availing the spa treatment and would prefer purchasing the product/s, as it may rejuvenation & de-stress), face therapies suit her/his skin type, for future use. This (facials to suit each skin type) & body therapies (scrubs & polishes), elemental practice also allows the guest to carry the massages (head, back & feet massage), spa experience along with them. It has spa packages & spa promotions that add also been observed that there are guests value for money,” she pointed out. who visit the spa to purchase the spa “Our treatments range from products on the recommendation of the Ayurvedic, Swedish to Thai, including spa therapists,” she observed. Shalini also couple therapies.

Harmony – which thinks that this pragmatic practice helps combines long gentle strokes with intense, the spas in generating higher revenue. fi rm kneading movements to stimulate Jacqualine Tara Herron — Director, circulation; leaving you feeling calm and The Imperial Spa and Salon, The relaxed, is one of the favoured treatments Imperial, New Delhi elaborated that at our spa,” elaborated Sharma.

“Most of the hotel chains have their own “At our spa the treatments in demand signature spas which offer a wide range are our signature treatments like Hot of products to their guests. Imperial Stone Massage, Reflexology and Kizhi.

Spa and Salon designs its packages and Rejuve Herbal Treatments like Deep delivers products in Ayurveda. The Tissue Massage and Fragrant Aroma products follow the cardinal principles of Therapy are also popular; and so are Body rejuvenating and deeply nourishing the Treatments – Scrubs and Wraps,” aired skin with natural extracts, and have been Shalini.

“The spa experience at Rejuve — created with pure organic ingredients The Spa encompasses aroma, Ayurvedic, with the gentlest care in mind. Essential herbal and natural therapies, the patented oils, plant extracts, Aloe Vera, crushed ‘colour healing’ body massage therapy flowers, roots and barks have been by our massage therapist, yoga, and also blended together to create beauty salon services,” unique formulations,” she conveyed Shalini. explained.

Jacqualine has Future of Spas in been instrumental in Hotels integrating the ‘Sufi With guests in five-star element’ into the spa. The hotels in the country rooms at the The Imperial considering spa as one of Spa and Salon are named the essential facilities of the after Sufis like Meera Bai, hotel, what is the future Kabir, Rumi and others. of the wellness industry?

“I also chose some of my Will this be just a novelty favourite Sufi verses and that will wear off or will Shalini Tewari had them carved into

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the popularity of these five-star hotel spas grow? Well the predominant view of the Indian hospitality industry seems to be that hotel spas are here to stay …… and prosper with time.

“There has been a significant shift in consumer preferences towards wellness and preventive health. The med-spa procedures are adding to the guests’ comfort level. This definitely means a boost for the spas in the Indian hotels,” observed Shalini.

Sharma agrees with Shalini. “Today there is so much health awareness among us and we have become very health conscious and particularly weight conscious. At the same time, there is a great deal of stress and guests are overworked. Guests are now looking for not just a comfortable stay but are willing to shell out five digit amounts for just getting a peaceful sleep after a long relaxing massage. In this backdrop, it has become a necessity for hotels to provide professional spa therapies to their ever demanding guests. So we can say that the hotel spas in India have a bright future and their business is expected to grow manifolds,” he expressed.

Anna too is optimistic. She declares, “The trend today has changed. The need for a spa has developed into a lifestyle and many are quite keen on availing spa treatments to ensure that they feel good and look good. A great majority of guests at a five-star hotel nowadays look forward to having a spa in the hotel and hence there is a high demand for spas in the hotel.”

On a parting note she added, “Whether it’s a business traveller or a leisure traveller, a spa treatment encourages relaxation & rejuvenation of the mind and body. Also when one visits the five-star hotel spa it’s generally a complete package deal, and adds value for money. One can also avail fantastic F&B spa cuisine to make the experience more impressive. After the spa treatment one can also indulge in the exclusive wet area facility which could be more relaxing.”

Going by the gaining popularity of spas across urban India it seems that wellness, which is already an important facet of the five-star hospitality of the country, is emerging to become an even more impressive business option for the Indian hospitality industry, in the years to come. 

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HOTEL Business Review

The Culinary Route to

Revenues

By Swarnendu Biswas

I

ndian cuisine is an integral part of India’s pluralistic cultural heritage. Like its culture, the cuisine of India too cannot be described simply, and embodies great variety; comprising myriad delectable tastes and aromas of regional flavours. In fact, it is more appropriate to say cuisines of India rather than Indian cuisine. At the same time, India is also a country of great tourism potential, having a plethora of destinations reflecting great natural beauty and/or historical and cultural heritage. Both these factors need to be better amalgamated to enhance revenues for the Indian hospitality industry.

Many of the tourist destinations of the country are also characterised by their respective and unique food specialties, which are not necessarily that much wellknown across other distant geographies of India. For example, a tourist from Gujarat may not be having that much knowledge about the culinary specialties of North-east regions of the country.

If our regional culinary specialties and/ or the culinary specialties of our important tourist destinations are projected before the domestic and inbound tourists in a more proactive and creative manner by the Indian hospitality industry with support from the Union and the state governments, then this exercise can give an impetus to the overall hospitality business of India, and particularly to the hospitality business of many tourist destinations in 36

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India by contributing to these destinations’ respective tourism potential in the long-run.

Sea, Spirituality, Sweet and Sea Food Take the case of Puri, a place of great natural beauty with its beach roughly kissed by the waves of turbulent Bay of Bengal. It is also a destination of immense significance for religious tourists that is highlighted by the Jagannath Temple and the annual grand religious spectacle named Rath Yatra. However, Puri is also known for its wonderful khaja, a scrumptious sweet specialty from Orissa comprising refined wheat flour, sugar and edible oils. Khaja is also savoured in Bihar, West Bengal, Uttar Pradesh and Andhra Pradesh too. This fried sweet with simple ingredients and great taste is the highlight of the gastronomic journey through Puri. The history of khaja dates back to more than 2000 years, and in fact has its roots in mythology.

There is an interesting legend associated with khaja. The legend resonate that the Lord Jagannath, on whom the Jagannath Temple is dedicated, entered the dream of a man from Puri and gave him directions on how to prepare khaja. The following day the man prepared a basket full of khajas and offered it to the Lord, which the Lord happily accepted. For preparing puffy khajas which melt in the mouth, prepare a thick paste of wheat flour, mawa, and

edible oil. Thereafter it is deep fried until the paste becomes crisp. Also make a sugar syrup, known raseni or pak. Now soak the crisp croissants in the sugar syrup until they absorb the sugar syrup.

Besides enjoying khaja on the beach or while taking a car ride to the nearby Konark to visit the world famous erotica flavoured 13th century Sun Temple, the visit to Puri should also accompany a sumptuous journey through seafood options. Prawn, crab and fish specialties from Puri can linger in the taste buds of the tourists long after the travel to the destination is over, and along with the sea and spirituality, they can play their role in inducing the tourists to again come to Puri. The delicacy of freshwater prawn cooked in coconut milk and spices shouldn’t be missed for non-vegetarian tourists visiting Puri. The spicy crab curry from an unknown restaurant of Puri still entices me to visit this coastal town.

In this regard, it could be a pragmatic option for savvy investors in the hospitality business to open five-star or four-star hotels and resorts in Puri with the assorted sea food delights of Puri, and khaja being the F&B highlights of those properties. Or what about opening a hotel in Puri, whose architecture resembles khaja or crab, with tempting promise of such culinary delights in its restaurants? Of course, these endeavours must be supported by advertising campaigns by not only the respective hospitality properties but also by the state

Business

HOTEL Business Review

and the Union Government, highlighting the gastronomic adventure that can await tourists visiting Puri, besides the exploration of its natural beauty and spiritual journey. And there is no reason why five-star hospitality properties in Delhi, Mumbai and other tier-I cities of the country would not encash more proactively the rich culinary legacy of Puri, which may not only enhance their revenues through F&B route in the shortrun, but can also induce many inbound tourists coming to Mumbai or Delhi to opt for Puri in their next trip.

Timeless Flavours Varanasi is another important tourist destination of India, whose historicity is perhaps older than recorded history.

The ancient city with deep religious resonance whose echo spreads across millennia, is famous for its quietly flowing Ganges passing along side its 84 embankments, and also for its Kashi Vishwanath Temple and Sankat Mochan Hanuman Temple. It is a city where a wonderful tapestry of myths and legends intersperse the busy ambience to create a

unique cultural ethos.

The ancient city of narrow and dirty lanes and by lanes(if they were clean, perhaps the tourist potential of this city could have been further heightened), which is dotted with numerous temples, is also renowned for its desserts like rabri and malai, its sweet beverages like thandai and bhang lassi, and for its world renowned Benarasi paan. A specialty of Varanasi, a glass of cool and refreshing thandai at twilight can be the perfect culmination to a busy day of excursion

through temples and boating through Ganges, particularly during summers. It is a cool milk-based drink spruced with crushed pistachios, cashews, almonds and saffron. You can get it served with a dollop of malai or cream, or if you are a health conscious weight watcher, you may prefer to have it without malai. You can find the Godowlia area of the ancient city dotted with thandai and lassi stores.

Tourists visiting Varanasi during Holi or during the Hindu religious festival of Shivratri can also get thandai with the infusion of the intoxicating bhang.

Evenings are also good for rabri and malai, which can be savoured at any of the numerous rabri and malai shops dotted across the lanes and by lanes of Varanasi. Some of the best rabri shops of the city can be chanced upon on the alleyway that leads to the Kashi Vishwanath Temple from the Dashashwamedh Ghat (one of the most famous embankments of Varanasi) side.

A Benarasi paan is a great experience to culminate a hearty meal, which besides its great taste can also help in digestion.

The all time north Indian street food

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favourities like aloo chat and pani puri also feature prominently among the local food specialties of Varanasi.

All these timeless street food delicacies from Varanasi can be more proactively highlighted, not only in hospitality properties in Varanasi but also across hospitality properties dotted through the length and breadth of the rest of the country. This concerted exercise would not only enhance the overall business of the Indian hospitality industry through F&B route as I am sure hotel guests across India and as well as a great many of their inbound tourists would lap up these specialties from Varanasi, but would also enhance the tourism and hospitality business of Varanasi in particular.

The Cosmopolitan Taste Kolkata is another destination which any connoisseur of Indian food would love to visit. One travelling to Kolkata for business or leisure should not miss the majestic palaces and mansions of the cultural capital of India, which through their colonial architecture have been reflecting the undying romanticism of this truly cosmopolitan city, since the nineteenth century, and even earlier. One of the most renowned and best preserved palaces of Kolkata is the Marble Palace in north Kolkata.

They should not also miss the Victoria Memorial, the Indian Museum, the Shahid Minar at Maidan, and a leisurely stroll along the Chowringhee Road. And at the same time, they should not miss out on the out-of-the-world street food of Kolkata, which not only has the naughty tanginess of phuchka(the very Kolkata version of golgappas), the spicy delight of jhal muri, the aroma of the hot kathi rolls, the perennial taste of telebhaja (the deep fried snacks of the city that are generally sold on street side stalls), but also the colonial flavour of chicken cutlet and fish fry, the oriental tinge of chowmein and the very old authentic home cooked flavour wafting from Bengali fish curry and rice, which many Bengalis simply term as maach bhat.

The doi illish and prawn curry in coconut gravy are two other distinctive favourite dishes among the people of Kolkata(in fact they are highlights of the Bengali cuisine). Kolkata is as much known for its love for arts and knowledge, its craze for football and intellectual

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discourse, as it is known for its phuckas and jhalmuri and on every other street, lane and by lane of Kolkata you would find mobile street vendors selling phuchkas and jhalmuri. You will also find that entire Kolkata, cutting across class and caste barriers, is in love with these all time favourites.

Mughali parantha (a parantha laced with egg and stuffed with minced meat or potato filling) is a unique specialty of Kolkata’s culinary repertoire and best of mughlai paranthas can be enjoyed in various small sized outlets off the Chowringhee Road, which are also known in Kolkata as ‘cabins.’ The sweet delicacies of sandesh and rasogolla also feature among the gastronomic highlights of this vibrant city. The rasogollas of KC Das and Bhim Nag’s sandesh must be savoured by tourists visiting Kolkata.

Of course, the authentic culinary specialties of Kolkata can be made more accessible across hospitality properties dotted throughout India. It would be wise if many of our five-star properties enter into a tie-up with some awesome street food outlets from Varanasi, Kolkata, or say Lucknow (the capital of UP can also be construed as the capital of India’s Mughlai gastronomy), and showcase the timeless appeal of the culinary offerings of these outlets at one or some of their in-house restaurants. The exercise is expected to garner impressive revenues for these respective hotels.

Proactive and Creative Endeavours We have given brief glimpses of three important destinations of India’s varied gastronomic journey, but there are lots and lots more of our famous and lesser known regional specialties, which need to be promoted by our hospitality industry

before our domestic and inbound tourists.

Besides enhancing the potential of tourism and hospitality of the country, these endeavours can enhance our cultural appeal before the world.

But for our regional culinary specialties to get nationwide acceptance, regional food festivals and/or city-specific food festivals across our five-star hotels and resorts (for example, food festivals focusing on Kolkata’s street food or home styled Bengali cuisine, or a Wazwan Food Festival or a food festival focusing on the desserts of Varanasi, etc.) should be held more frequently than before.

The five-star hotels should have more restaurants focusing on regional and/or city specific dishes of India (for example, restaurants focusing on the cuisines of Kashmir, the sea food of Puri, the street food of Varanasi, etc.) along with tourism motifs/highlights of those cities/states/ regions in their ambience and décor.

Simply an Indian cuisine restaurant is not enough to embody the varied nuances of our gastronomic culture. It is too general in its appeal and cannot carry the awesome culinary variety of Indian palate.

Exuding nuanced regional flavours of India through their F&B options can be sure shot way to enhanced revenues for the Indian hospitality industry.

Restaurants in hotels and resorts reflecting unique themes such as that of Bengal Renaissance, with paintings or images simulating the 19th century palaces and mansions of Kolkata and images of important personalities of Bengal Renaissance as part of the décor, or restaurants in hospitality properties showcasing the theme of Goan carnival with décor simulating the Goan festive spirit, are some examples to help build the interest on our regional cuisines among both domestic and foreign tourists. Of course, in such cases cuisines of those respective restaurants should complement the ambience and décor.

At the same time, frequent hosting of state or city or region specific food festivals (for example a food festival on Old Delhi’s kebabs or Goa’s seafood or for that matter on Kerala’s cuisine) in abroad by the government can also help generate interest among foreign tourists about the awesome range of diverse flavours of India. This in turn may be reflected in enhanced tourism revenues through  inbound route in the long run…

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HOTEL Business Review

Fitness Needs of Hospitality

By Swarnendu Biswas

W

ith the growing threat of lifestyle diseases like obesity and diabetes spreading across our fastpaced but predominantly sedentary urban life, the role of exercise and consequently staying in shape is fast becoming a demand as well as a need of our times.

Along with that, there is growing health consciousness and figure consciousness (particularly among women) across upwardly mobile urban India, which is largely due to the effects of globalisation and select pockets of high disposable incomes. Perhaps the combined effect of both these parallel trends has resulted in the growth of the fitness and wellness culture in urban India.

Particularly in big cities of India, the fitness and wellness culture is gathering momentum. Slowly but surely, visiting of spas and gyms is graduating from a lifestyle statement to an integral part of one’s life among a significant section of the upwardly mobile population in the metros. This trend is percolating in smaller cities and towns of the country, and also among the typical middle class pot-belied householders and housewives.

No wonder that the fitness industry in the country is projected to reach an aweinspiring figure of Rs.50,000 Crore by 2030.

Of course, hospitality industry, which primarily deals with catering to the choices and lifestyle of its target groups, cannot remain oblivious to this growing market segment. So along with the mushrooming of gyms across the residential colonies, and the trend of home gyms for the affluent and super affluent, we are also witnessing that gym in five-star hospitality properties has become the norm. In fact, I can say that I am yet to see even one five-star hospitality property during the recent times which doesn’t sport a gym.

The Need for the Right Trainer However, one should remember that good fitness regimen may often need to be customised, f o r a fitness regimen which is ideal for the body constitution of one person, may not yield similar results for

Kiran Sawhney in a Captivating Pose

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the other. The fitness trainer should have a sound understanding of the physique of her/his clients and also should have detailed information about her/his clients’ medical history before prescribing suitable exercises for them.

In fact, with people of all shapes, sizes and medical history taking the recourse of gyms, the individualised fitness plans have become the need of the hour in India’s fitness industry. Heedless prescribing or conducting of exercises or fitness regimens without taking account of the physical constitution or medical history of the gym users can harm them instead of giving them a muscle toned body.

“The roll of individualised training in the fitness industry is most important as we have to consider the fact that ‘no two individuals have the same body.’

The exercise schedule which suits one person may not be good for the other.

Besides different body compositions, the lifestyles of people also differ, and as also their requirements and fitness goals,”

Feature explained Leena Mogre, who can be easily regarded as one of the pioneers of fitness training in India.

But in these days of plethora of gyms and a slew of personal trainers, and in this age where everybody with a muscular body or a knowledge about some rudimentary fitness regimens claiming himself to be a qualified fitness professional, it tends to make one confused in finding the right fitness solution that could be tailor-made to fit into one’s constitution and medical history. Here it deserves a mention that with the mushrooming of gyms, gym injuries are also becoming commonplace, largely due to the improper supervision by unqualified or less qualified physical trainers.

Therefore the demand for quality fitness trainers having understanding of the strength and limitations of a given human physique, and having in-depth knowledge of diverse styles of exercises and sophisticated fitness equipments is now more relevant than ever before, for amidst the craze quality is often the first casualty.

In this context, the management of

HOTEL Business Review

hotels which are coming up with gyms should give careful attention to hire a qualified and certified fitness professional to man it. For without a qualified trainer, the guests may enter the gym for fitness and fun and leave it with injuries and distress, possibly never to return to the hotel again.

Fitnesolution is one of the quality fitness & image makeover consultancy centres that the capital city has to offer.

It is run by Kiran Sawhney, one of the eminent personalities of India’s health and fitness industry. Her fitness programs have been aired on several television channels, and she has written extensively

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on health and fitness in nationally renowned dailies and publications. I asked the expert about what a good gym should have to cater to its clients.

Gym Essentials According to Kiran, a certified fitness instructor in an awe-inspiring variety of exercise regimens, and a member of Idea Fitness from USA, “A good gym in a hotel must have state-of-the-art, and useful equipment. Besides a good treadmill, cross trainer, elliptical bike, it should have equipment like bosu, ramp, steppers, trampoline, fitness stick, thera bands, Swiss balls, and of course an impressive selection of free weights, such as dumbbells, barbells, medicine balls, tubings, etc. The certified fitness trainer/s in an ideal gym should have in depth knowledge of all these equipments plus should be endowed with expertise in an impressive array of exercise regimens like yoga, pilates, kickboxing, aerobics, boot camp, circuit training, plyometrics, etc.”

I thought it was all, but more was to come from the lithe and graceful lady displaying immense power through her kickboxing shots. “Besides the exercise regimens described above, the trainers in the gyms should also have good knowledge about human anatomy, physiology, kinesiology, and sculpting,” she asserted.

“An ideal gym in a five-star hotel must have the best of the international standard equipment from known manufacturers which include a comprehensive range of treadmills, cross-trainers, cycles, and strength equipment. It is also most important for gyms in five-star hotels to have the best of certified trainers who can handle both the long and shortterm guests,” averred Leena, while pointing out that “The trainers in gyms in hotels and otherwise should also possess knowledge of power yoga, kick-boxing, functional training, etc. to provide a variety in their workout schedules.”

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New-age Fitness “At Fitnesolution, we offer a range of fitness solutions like corporate fitness training, personal fitness training, aerobics, step aerobics, kickboxing, yoga, tai chi, pilates, aqua aerobics, weight training, Swiss Ball. We also offer some unique modules like ramping up, bosu, bhangra aerobics, dancercise, etc. Of course, as you are seeing, we also have a spacious gyming facility,” explained the fitness guru, as I wondered that many hospitality properties in India can earn greater revenues from their in-house gyms by using the expertise of Kiran to bolster their fitness quotient for their discerning fitness conscious guests.

One of the unique exercises at Kiran Swahney’s Fitnesolution is the Duck Walk, which is being done without the help of any equipment. To put it succinctly, it is super strenuous. I tried my hand(or rather legs) in doing it, and

despite my best efforts and my legacy of exercising routines, I couldn’t come anywhere near Kiran’s fitness levels and superwoman strength, who completed three rounds of her gym in duck walk, while smiling indulgently at my furious panting. “It can build your thigh and abdominal muscles; in fact exercises the whole inner body,” she informed, while laughing ravishingly at my discomfort in completing even one round of her gym through duck walk.

This is one exercise which hotels and resorts can give their guests a taste of, with the supervision and advice of certified fitness trainers. Besides this, kickboxing is another option which hospitality properties can explore more intensively in their gyms. “I think hotels and resorts should go in for kickboxing workouts in a big way, as it is a wonderfully effective cardio-vascular exercise, which works on glutes, inner thighs and triceps. It not only facilitates you to enhance your strength base, fitness levels and muscle tone, but can also act as a great stress reliever, ” pointed out the power diva, as she feigned to present a lightening kick to my face.

Of course, her kick didn’t touch

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guests. Sarina told me that she “would love to introduce Masala Bhangra to the five-star hotels in India.”

The Trainee’s Perspective

me, but I fell nevertheless, in sheer apprehension, amidst her cascade like laughter. When I gathered myself, she informed that kickboxing could also be an effective self-defence weapon for women in distress. I gathered that in today’s perilous times its demand among women hotel guests as an integral part of their daily fitness regimen is expected to be high across hospitality properties.

But at the same time, Kiran is sensitive enough to point out that kickboxing is not recommended for people afflicted with shoulder and back problems. “I need to first figure out whether my client’s physical constitution and medical history affords such a strenuous high-intensity workout session, before recommending her/him to kickboxing,” the graceful lady pointed out.

Dance as Exercise One of the major contributions of Kiran to the Indian fitness industry has been to popularise the western form of aerobics in India, by infusing the rustic and musical elements of bhangra and dandiya in it.

“This way, you exercise your whole body, without getting bored for a minute,” Kiran explained. In her own words, her dancercise “is a combination of exercise and dancing to lose those excess pounds, but it can be done just for fun also. This program emphasises increased agility and coordination through aerobics dance movements.”

Generally, such dancercises are done in group, who follow the fitness instructor, and that adds to the fun element. Of course, globally, the pioneer in this genre

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of fitness is Sarina Jain—the US-based fitness diva— whose videos on Masala Bhangra are a rage in the US. Masala Bhangra is a unique dance-cum-exercise form, which is conceived, devised and developed by Sarina Jain. It amalgamates cardiovascular benefits with fun, and is suitable for participants of all ages and fitness levels.

“I think today amalgamating dance and fitness is one the trends in the domain of fitness. Another trend is the plometrics training. Women simply love the different types of dance workouts which are being offered,” informed Sarina, while adding that “The concept of weight training via plometrics is also getting more and more popular.” Kiran and Sarina both viewed that five-star hospitality in India could gain from amalgamating dance and exercise for their

As Kiran and I were conversing, a glamourous lady entered the gym.

Kiran introduced her as Ananya Dutta Majumdar. I came to know that she is a successful corporate lawyer, though her super fit and captivating figure indicates that she could easily give many of our successful models a run for their money, if only she had chosen to walk the ramp or endorse the brands. She credited her super fit physique to months of rigorous training with Kiran.

She told that whenever she was not travelling she did make time for Kiran’s gym despite her busy schedule. “I have stayed in several five-star properties during my business travels, and of course I have visited their gyms whenever I get the time. But I found that the level of training and supervision provided at these five-star properties was nowhere as extensive and individualised as the level I get with Kiran,” she asserted.

Ananya called for individual attention by the fitness trainers to the hotel guests visiting the gym, depending on the physiological profile of the guests. “Also innovative exercise regimens like bhangra aerobics, aqua aerobics, etc. should be introduced in hotel gyms from time to time, so as to avoid monotony, and also to provide new dimensions to their fitness programme, which I believe would attract more and more guests to the gym,” said the dynamic corporate lawyer. 

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Management

HOTEL Business Review

Happiness with No Extra Cost

By Shwetank Singh

B

usiness and leisure travellers alike want to maximise the value for money, and this essential and evergreen consumer trait has become more pronounced in India, in these times of uncertain economic conditions plaguing the nation. At the same time, hospitality providers are looking for efficiencies and effectiveness that lead to faster cash flow, optimised working capital and increased revenue per available room.

Through lodging, gaming, entertainment and other varied channels of customer engagement, hospitality companies around the world seek to provide guests with memorable experiences, which in turn may lead to referrals and repeat visits. Besides revenue enhancement in the short-run this exercises may lead towards gaining enduring popularity of the hospitality brands/companies across travel sites and social media platforms in the long-run.

The scenario is no different in the Indian context.

Creating Memorable Moments In the fast changing landscape of the Indian hospitality industry, industry players are continually induced to think of new and innovative ways to ‘get’ and ‘keep’ their guests happy. Ensuring that guests would keep coming back not for price but for the experience is a perpetual challenge in our industry.

It is important to realise that each guest undertakes a whole ‘journey,’ which starts from the time when she/he decides to book a room and ends when she/he leaves the hotel/resort post her/his stay. During this journey there are critical points such as booking experience, sense of arrival, meet and greet at the reception, first impressions of the room, food and beverage, quality of the night’s/nights’ sleep, breakfast and finally the experience of leaving

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the hotel. Along this journey there are several ‘Moments of Truth’ which each guest experiences. Hotel and resort operators need to not only understand but also realise these and put that extra effort to make these experiences special for their guests and thereby create those wow moments.

But at the same time, hotel and resort operators need to keep the cost in check. When faced with the challenge of making guest experiences special and unforgettable without raising any extra cost, the hotel/resort operators need to keep some important facets in mind, and implement them religiously. Here are some suggested pragmatic measures to achieve this end.

Service Measures Service measures are collectively referred to all the steps which can be taken by the operations team of the hospitality property to deliver amazing customer service experiences that can keep the concerned hospitality property ahead of the competition. Few examples of such measures are: a. Under Promise and Over Deliver — At the time of conducting the sale (or taking a booking) never over promise on what will be offered to the guests or are being included in the package. This is a classic stumbling block which often leads to disappointment among the guests.

On extreme cases, the tendency of over promising may lead to complaints too. b. Creatively Welcome — Chances are that every one of us who has had a handwritten welcome letter from the General Manager of the hospitality property has read it with a smile on our faces. The welcome pack should reflect creativity of the hospitality property concerned.

This could range from small and nice memorabilia to a bottle of wine or a box of chocolates. Freshly baked cakes and cookies are also a good way to welcome

the guests. c. Engage the Kids — When hotel and resort operators are able to engage the kids in an effective and creative manner, it is most likely that this exercise would end up making the parents very happy.

Usually engaging the kids does not require anything more than colour boxes, puzzle books, chocolates, etc. d. Customise to Succeed — Nothing works like customisation when it comes to hotel and resort guests. Customisation can often be very simple and pragmatic.

For example, evening arrivals would love herbal tea or hot chocolate in their welcome pack while late night arrivals may appreciate a freshly packed sandwich or salad in their welcome pack.

Another example of customisation could be altering the setup of the room for the specific requirements of the guests. For example, a left handed guest (if known in advance) could mean that the table lamp on the work desk or the telephone being moved accordingly to suit her/his convenience. e. Complementary or Discount Vouchers — They work very well for facilities such as exploring F&B offerings in a specialty restaurant of the hotel/ resort concerned or a visit to the spa of the hotel/resort concerned. They can facilitate to drive additional revenues to the hospitality property.

Product Measures One of the most repeated phrases in the realm of hospitality is “an eye for detail” and it is this quality which usually separates a good hotel or resort operator from a not so good one or a great hotel/ resort operator from a good one. If we refer back to the guest journey from the point of ‘sense of arrival’, we find that a guest usually makes up her/his mind within the first few minutes of stepping into the hotel’s or resort’s lobby. There is only so much an operator can do about

Management

HOTEL Business Review

the hospitality product that has been handed over. What can be done though is that reception process can be made fresh and warm. A touch of greenery through potted plants (real ones not the cheap imitations) or artwork to break the monotony of the walls usually help lift the in-nvironment of the hospitality property a few notches high.

Clean well lit lifts, well painted corridors with no broken edges, a neutral refreshing smell in the rooms, linen which is factory fresh in looks yet has a comfortable slept in feel, ultra clean bathrooms with well-arranged toiletries are some of the things that will help form a good opinion in the minds of the guests.

Summing Up One can observe that hospitality is essentially a simple business which has a serious risk of being made over complicated by over analysis. However, the players in the hospitality sector need to go the extra mile. Hotels and resorts with great management and great employees think creatively and do those little extra things that make their guests happy. Often one needs to get it right the first time and never forget the three mantras towards success that are true for us at Premier Inn properties. They are: (a) Providing great night’s/nights’ sleep and great food and drink; (b) Getting the guests served by people who really care; (c) Presenting a spotlessly clean, comfortable and well looked after environment.

The Author is the Regional Vice President — Sales & Operations, Premier Inn, South Asia.

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F&B

HOTEL Business Review

HR Challenges for F&B

By Sharmila Chand

A dedicated hospitality professional with a degree in hospitality from the Mangalore University, Rohit Saraf has almost 17 years of experience in the food and beverage industry. Having started early in life, with his first job as a bartender at a bar in a five-star hotel, today he heads a team of 90 staff across six restaurants, six live kitchens, and seven bars.

His expertise lies in excellent operational management and guest handling. He says, “My people have always been my strength and good service staff is the strength of any restaurant.” The excerpts of the interview follow: What are the top three traits or skills every Food & Beverage Manager must have to excel?

First and foremost, a Food & Beverage Manager needs to be passionate about food, wines and customer service. She/he should also be very much aware of the latest food and beverage trends, guests’ tastes and about in vogue food items.

The ability to teach and train her/his staff to deliver world class service and managing the guests’ needs is also an essential requirement of a successful Food & Beverage Manager.

What do you enjoy the most about being a Food & Beverage Director?

Customer service is my passion. I enjoy getting the guests back to my place. Apart from this, innovating and creating new decors and drinks fascinates me.

What are the challenges you face in your job?

There are several challenges in our job. Staffing is becoming challenging for F&B outlets in the country, in today’s times.

We have huge staff strength but getting the right kind of staff is turning out to be challenging in today’s scenario.

So many hospitality schools are opening in every nook and corner but none of them seems to produce potentially world

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class hospitality professionals. Long working hours, competition in the market, and the job of maintaining quality and attaining guest satisfaction on a continual basis are the other challenges of my job.

At Kingdom of Dreams, the F&B operation is very huge, spanning six restaurants, six live kitchens and seven bars.

Managing and running such a huge operation is a challenge in itself. Being responsible for so many restaurants and bars running and catering to 2500-3000 people on an average every day with negligible complaints in food and service is an uphill task. So the pressure is always there to perform and yield results.

If you could change one thing about your job, what would that be?

I would like to have more training sessions for my staff.

F&B staff needs to be groomed and trained to take up more challenging opportunities but unfortunately with little time on hands training for the F&B staff somehow gets affected.

Can you suggest any tips or insights for F&B Managers to strengthen their team?

One of the most important facets that can make a food and beverage outlet successful is the quality and dedication of

F&B

HOTEL Business Review

the service staff. They need to be trained on the latest trends, new techniques and equipment. Up selling and other sales techniques can also be taught. I personally would like my team to be very tech savvy and updated. This would strengthen my team.

Finally, how is your experience at the present job?

What are the challenges of working here?

My experience of working as a Food and Beverage Director at KOD has been the best so far. The adrenalin rush when we satisfy 3000 guests in a day is amazing. On a weekend we get almost 5000 walk-in guests. Ensuring quality service and great food for this number is challenging and fulfilling.

KOD is complete in itself. But reinvention is always required in the menu. Reinventing something which is almost perfect is creatively challenging.

What is the USP of your place/ brand?

The Kingdom of Dreams is unique in its own way. If you just walk through the Culture Gully of Kingdom of Dreams, you will find different restaurants reflecting different state’s signature dishes, which are prepared by our skilled Chefs.

Here the Chef responsible for preparing a given state’s culinary repertoire hails from that given state only. Our Chefs are highly trained and are hired from different states to facilitate the traditional and authentic culinary appeal of that particular state.

The restaurants serving traditional and authentic food from different states, the high quality of food by our experienced Master Chefs, the world class service by trained service professionals, and finally the not to be missed live shows have contributed towards making Kingdom of Dreams a destination in itself, attracting renown around the world.

What is your take on the hospitality business in the country, in general?

Hospitality was probably the most flourishing career in the country, till a decade back. In today’s times, there is an acute shortage of quality staff. Tough competition and very competitive pricing are also hurting hotels and other hospitality establishments across the country. We are becoming trendier and updated no doubt but we as an industry is facing very stiff competition. A guest today has a lot more choices than he had a decade back.

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Equipment

HOTEL Business Review

Towards Well-equipped

Commercial Kitchen

By Sharmila Chand

C

hoosing the right equipments for the commercial kitchens is one of the most crucial aspects of F&B operations. For any food-oriented business to function successfully, the right kitchen equipment needs to be selected and installed. In this regard, selecting the right kitchen equipment in the F&B operations of hotels assumes critical importance.

“Equipments certainly play a major role in any F&B establishment as they assist the culinary experts to create the best preparations,” said Tarun Seth, Director, F&B at The Claridges, New Delhi. “We have recently purchased an oven from Spain named as ‘Josper oven’. The beautiful 300kg equipment is a self-standing unit, which has three compartments and can cook for an 80 seater restaurant alone,” he pointed out.

Despite the huge investment that the purchase of the equipment required, the F&B department of the hotel is extremely satisfied with the productive results that the said equipment is offering.

Sleek, Fast, User-friendly and Cool The latest trend in the commercial

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kitchen equipment range is towards sleek, fast, energy-efficient and more user-friendly equipments than before.

Manufacturers are adhering to the latest demands and requirements and gradually moving on to more innovative range. The ease in functionality and quick return on investment (ROI) on these equipments are regarded as essential factors governing their purchase.

Subroto Goswami, Executive Chef, Radisson Blu Hotel New Delhi Paschim Vihar finds induction heaters as the latest popular equipment in commercial kitchens. “The latest trend is towards the use of induction heaters, as they are very energy-friendly and involves less headache in terms of maintenance,” he proffered.

Aesthetics of these equipments is also an important factor governing their purchase across commercial kitchens, which include hotel and restaurant kitchens.

With the introduction of open kitchen concept in the hospitality sector, kitchen is now no longer necessarily the back area of the restaurant or hotel. Thus the modern day kitchen equipment needs to be ergonomically designed, modular and need to have aesthetic appeal too.

Sleek kitchen equipment adds to the presentation style of food in an open kitchen. Items such as Mongolian grills, or high-tech combination ovens, can produce quality menu items in an exciting way for the diners.

Sandeep Pande, Executive Chef, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments pointed out that, “Steel is hugely popular now.

Wood and aluminum are out and gone.

Since a lot of kitchens are in direct view of guests, aesthetics and functionality of equipments are of equal importance these days, in commercial kitchens.”

Role of Technology The role of technology has become very important in equipments used for commercial kitchens these days. Using modern technology in kitchens is not just a fashion but also facilitates the pragmatic purpose of keeping the kitchen safe and hygienic.

Cutting-edge technology in food and beverage equipment combined with operational expertise helps in creating platform to perform efficiently in key operational areas. Specialised equipment

Equipment

HOTEL Business Review

help deliver menu using less time, space, labour, waste and energy, which facilitates an hotelier to achieve better financial results in the process.

“Usage of high-tech equipments in F&B operations of hotels has increased tremendously during the recent years,” asserted Gopi Nandakumar, Executive Sous Chef of Hyatt Regency Chennai.

“The jack trolleys which are being used for the service of the pre-plated food for the guests are one such example. Or say the hot box which is widely used to hold the food hot,” he expressed. Combi oven is another pertinent example in this regard, which has the potential to revolutinise the kitchen operations in Indian food service business, in the near future.

High Performance, Low Maintenance Ideally, commercial kitchen equipments should have high performance value along with a low maintenance cost.

And modern day commercial kitchen equipments have shown great abilities of multi-tasking through a single product.

Equipment that combines technology, ergonomics, and improved design are the most sought after these days across commercial kitchens.

The ideal equipment for kitchens in restaurants in hotels, across restaurant chains and stand-alone restaurants should also be durable, easy to maintain and above all, has to be energy-efficient.

“Energy ratings and clean energy

“Combi ovens are boon for the hotel kitchens as they have all the provisions for wide varieties of cooking solutions like roasting, steaming, etc. The time and the temperature are perfectly maintained in these machines. Only the specified temperature and the time are set in the oven and the food is left inside where it gets cooked as per the Chef’s liking.”

— Gopi Nandakumar, Executive Sous Chef, Hyatt Regency Chennai footprints of equipments are playing big roles in their purchase and their roles will get only bigger,” averred Pande. A lot of heat is either consumed or produced in the kitchen, and if the equipment can do this efficiently by consuming less units of heat or producing the required energy at a lesser cost, it could be beneficial for not only the Chef but also for the hospitality property in general.

Ventilation System An essential facet of any professional kitchen is the ventilation system, and kitchens in hotels and restaurants should also have this as a necessary requirement.

The restaurant and hotel kitchens should be bolstered by sophisticated and powerful ventilation systems, which should be guest-friendly, environmentfriendly, operate silently and be trendy in appearance.

Exhaust hoods over gas ranges or tandoors with the right placement, filters and fan can facilitate a smoke-free kitchen, resulting in better ventilation for Chefs, cooks and food.

The ventilation units cannot usually be fitted everywhere. Therefore hotels and large restaurants custom-build their systems and fittings with the vendors, which depend on the space enclosed, meal periods, and location and equipments used.

Domestic v/s Imported Equipment There is no fixed convention to opt for imported or domestic option in commercial kitchens. It is however preferable to have a mix of domestic and

imported range in the restaurant and hotel kitchens, say F&B Managers and Directors.

It is widely realised that the advantage of the imported range is its technology, which the domestic range usually cannot match. Multifunctionality is another plus-point of the imported kitchen equipment range. However, the imported kitchen products have the disadvantage of procuring spare parts in case of the equipments’ breakdown.

However, whether be it imported or domestic range of commercial kitchen equipments, at the end of the day what matters is that it should be easily customised and should be appealing to the eyes. For example, the guest must not get an idea that the restaurant of the hotel which she/he is visiting, has a kitchen which is not well equipped and/or is outdated. Thus high quality material should be used in the kitchens of hotels and restaurants.

Rishi Dayal, Principal Consultant & Partner, Hotelconsult Orient, pointed out, “The difference between an imported product range of kitchen equipments from that of a local one is the former’s better finish, built-in safety features, variety, advanced technology, easy maintainence and energy efficiency.”

However, in the same breath Dayal maintained that “There are local manufacturers who develop equally good kitchen equipments as international players.”

“Nowadays Indian companies are producing very good quality kitchen equipment ranges which are getting

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HOTEL Business Review

exported too,” observed Goswami.

But the cost of production of the domestically produced commercial kitchen equipment which aspire to maintain the international standard is likely to escalate.

“The required investments are high for producing international quality and finish, using those sophisticated technology which are used abroad,” Dayal asserted.

However, Pande votes for imported kitchen equipments. “We prefer imported kitchen equipments because they are technologically superior and are at least 10 years ahead of the current level of Indian kitchen equipments. It is like choosing between a Benz and Maruti. The imported range of kitchen equipments are ergonomic, gels with the kitchen décor, are energy-efficient, durable, and some of these equipments can also be used for multiple purposes,” elaborated Pande.

Factors Influencing the Right Choice Choosing the most suitable equipment for a commercial kitchen establishment in a stand-alone restaurant or in a restaurant chain or in a restaurant in a hotel is not an easy task. One has to factor in the durability and reliability of the equipment, which can facilitate the quality and eventually the profitability of its services.

Other factors that influence the ‘right’ equipment choices are budget, space, staffing and standards as desired by the hotel or restaurant.

One can say sturdy designs, compact in size and durable kitchen equipments with aesthetic appeal are the trend in hotel and restaurant kitchens these days.

At the same time, space-saving and energy

“Nowadays, the equipments for commercial kitchens should be state-of-the-art, low maintenance, and should gel well with the ambience. They also need to be user-friendly and be easy to clean.”

— Tarun Seth, Director, F&B at The Claridges, New Delhi efficiency remain top concerns.

And of course, pricing remains one of the most important factors governing most of the purchases, and it plays an important role in influencing the purchasing decision of commercial kitchen equipments in the Indian hospitality sector too, and so attractive, efficient and competitively priced kitchen equipments are always expected to attract good sales in India.

However, there are several other factors which need to be kept in mind while arriving at the purchase of the ‘right’

“Energy, carbon footprints, technology, brand, cost in view of rising dollar, after sales service, and ease of use govern the choice of right commercial kitchen equipments.”

—Sandeep Pande, Executive Chef, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments

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commercial kitchen equipment across restaurants in hotels, restaurant chains, and stand-alone restaurants. Nandakumar outlines some of these factors. “The type of menu, the size and the capacity of restaurant/s, the consumption of power, the person who is going to use the equipment, the size of the kitchen, placement and the installation of the equipment, usage of the equipment, make of the equipment, where the equipment is going to be used (whether inside the kitchen or in front of the guest), the availability of spare parts are some of the important factors which should be taken into account while arriving at the purchase of the right commercial kitchen equipment in the hospitality sector,” explained Nandakumar.

According to Goswami, the important factors governing the purchase of the right commercial kitchen equipment in the hospitality sector should include “Utility of the equipment, that is whether one actually needs that equipment in the kitchen or not, the complexity of operating the equipment and the level of staff that is working in that particular kitchen, maintenance of the equipment and whether trained technicians are easily available on call, energy friendliness of the equipment concerned, and the available and required space for installing the particular equipment.” 

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Environment

HOTEL Business Review

Managing Waste in

Hospitality

By Jyotismita Sharma

I

n the world of five-star hospitality in the country, the concept of sustainability entered as an unwelcome guest. Many thought that embracing practices associated with sustainability would mean compromise on the comfort of their guests and this would adversely impact their image as premium properties. But gradually, increasing awareness about the environmental impacts of human intervention in all areas of development made the hospitality industry reflect on the utility of such a concept. Soon the reflections were turning into a trend, and now the trend is now evolving as a practice.

Today, thankfully many hotel managers of premium hospitality properties in the country are taking special measures to make space for ‘sustainability’ in their properties. With sustainable practices entering into

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the realm of hotel management, the importance of waste management, along with water and energy conservation, as well as other ‘green’ practices in hotels, has gained significant prominence. In fact, many hotels have today realised that embracing the green practices not

only make them responsible players in the industry, but also provides an edge over others in attracting environmentsensitive guests coming from across the world. More importantly, sustainable practices can cut operational costs of hotel to a large extent in the long-run, thereby

Environment facilitating to improve their bottom lines in a positive way.

Green Money Santosh Sonawane, the Director of Engineering, Renaissance Mumbai Convention Centre Hotel and Lakeside Chalet, Mumbai — Marriott Executive Apartments, Powai, Mumbai, says that the innovative waste management practices adopted by the hotels have enabled them to save cost. “The hotels segregate the wet and dry garbage. Wet garbage along with oil waste from the kitchen is used to produce bio-diesel. The green waste is used to produce manure.

We have been following the above practices successfully for many years now,” he confirmed.

The Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments, which produce around 1500 kg of waste every day, have their waste management’s focus on recycling the waste that the properties generate.

“Recycling of the waste has proved to be the best and the safest disposal measure of the waste. The wet garbage is sent to

HOTEL Business Review

the dumping ground for recycling and creating of manure. The dry garbage which include paper, cardboard, glass, plastic bottles, etc. is recycled too,” added Sonaware.

The Ecotel hotels, be it The Orchid, Rodas and Meluha in Mumbai, The Uppal’s Orchid in New Delhi, the Beaumonde the Fern in Kochi, and other The Fern hotels in Ahmedabad, Hyderabad and Jaipur, also believe that going green is a good idea as cut in waste generation and augmenting operational efficiencies will only help swell the coffers of the properties. “For hotels, a good waste management strategy not only results in greater operational efficiencies but also helps keeping the property cleaner and the finances healthier as we encourage properties to earn from waste,” the Ecotels say.

The Ecotel certification, managed by HVS Sustainability, is based on the range, scope and result of the environmentfriendly practices of the hotels across ‘The Five Globes’, or the five parameters. They are sustainability commitment, waste management, energy management, water management, and employee education

What is Waste Management?

“Waste management is a comprehensive waste prevention, recycling and disposal programme.

It involves local need, conditions and stakeholders and then selecting and combining the most appropriate activities. The most preferred method for managing waste is reducing at source through reduction and reuse, which also reduces costs. The objective is to reduce the waste to landfill as much as possible.”

- Ecotel Hotels and community involvement.

Waste Management Measures The Raintree Hotel in the city centre of Chennai, which believes in saving through proper utilisation of its resources, including water, has its focus on conservation of natural resources and providing trained staff and innovative, eco-conscious accommodation and services.

As part of its innovative approach,

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the hotel has also installed a water saving device called the George Fisher concealed cistern, which uses only six liters of water per flush compared to the 15-20 liters in a conventional flush. To recycle the waste water, the hotel has put in place a sewage treatment plant. The treated water is then used in the air-conditioners of the hotel.

The heat generated by the air-conditioners in turn warms the water in the bathroom.

Floatel, an eco-friendly floating hotel in Kolkata, has also successfully reduced the use of water per flush to six litres.

It uses aerators and flow restrictions to reduce the flow of water. The hotel, which is designed, constructed and built

by Manab Pal, MD, Manor Floatel Limited, recycles 15 kg of solid waste everyday through vermin-composting.

For successfully implementing its 3R policy of waste management — reduce, reuse and recycle — the hotel uses the 4 bin method in kitchen for segregation of garbage: green bin for recycled material; white bin for dry garbage, black bin for wet garbage; and red bin for non recyclable garbage.

One of the innovative initiatives of the hotel is the formation of a green team that has the responsibility of educating the hotel employees, guests and the local community on the importance of implementing the waste management practices. The guests in the hotel get to know about the eco-facts through the specially prepared ‘Save our Planet’ tent cards in the rooms. To make its waste management practices effective, the hotel also conducts eco-audits from time to time.

In adopting innovative ways of waste management, the big players in Bangalore are not far behind. Hotel LaLiT Ashok Bangalore at Kumara Krupa road makes it a point to segregate the bio-degradable waste from the non-biodegradable wastes. It also has a vermin-compost unit

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within its premises so that the wet waste generated in the hotel can be composted.

Among its dry waste, the hotel stores the recyclable waste separately and sells it as scrap. It also sells the unused cooking oil which can then be used for various purposes. Being a responsible and environment-conscious property, Hotel LaLiT Ashok Bngalore uses biodegradable material in its floor mates and in all products possible.

Since its inception in 2009, ITC Gardenia, Bangalore has worked towards emerging as a zero solid waste hotel.

Besides segregating the dry and wet waste, it also generates manure from its kitchen waste through an organic waste converter.

The manure thus generated from the waste is then used as fertilizers in the gardens of the hotel.

With the waste management mantra of ‘reduce, reuse and recycle,’ ITC hotels across the country take active interest in eliciting participation from their employees and guests in their efforts towards giving back to the environment.

The Leela Palace Bangalore, located at the Old Airport Road transports over two tonnes of wet waste that it generates to a poultry farm for feed and sells the dry waste for recycling. It recycles the waste papers for printing in-house reports.

At Taj Lake Palace, Udaipur, a premier hotel in Rajasthan, the focus is on not affecting the lake water and the marine life of the lake. The hotel therefore recycles the waste water for irrigation.

Instead of boats operated by gasoline, the hotel uses battery operated boats.

As the Taj Garden Retreat at Kumarakom is located near the Vembanad Lake in Kerala, it treats the waste water before discharging so that the lake water does not get contaminated. And due to its proximity to the Kumarakom Bird Sanctuary, the hotel uses special lighting with reduced glare so that the animal life does not get disturbed.

With 32 five-star hotels in the capital signing a memorandum of understanding with the Delhi government recently (3rd June 2013), green waste management practices are set to rule the roost in Delhi.

As per the MoU, the hotels would leave no stone unturned to set up a dedicated sewage treatment plant. With an aim to achieve zero waste, they would re-utilise treated waste water wherever possible and

Managing Waste – the Ecotel Way Identify waste generating areas in different departments and the composition of the waste stream in each.

Reduce waste generation through source reduction, which includes strategies like reducing consumption and packaging, substituting by products that are designed to last longer, reusing products and materials recovered from the waste stream in their current forms.

Recycle, compost or recover material for use as direct or indirect input to new products that can be utilised in the hotel or the community. those hotels which do not have facilities for conversion of organic solid waste into compost would install such facilities.

It thus emerges that the hotels that give priority to out of the box thinking and encourage innovation no longer consider waste management a burden.

Instead, they consider the waste also as a resource and have found ways to make use of it. Some have even realised savings in their resources and cost through the implementation of their innovative waste management practices.

From Waste to Welfare A few hotels, through their innovative approaches to waste management, have gone to the extent of helping the poor and the needy without adding any additional burden on their budget.

According to reports, while in Vijayawada in Andhra Pradesh, many hotels now provide their unused food to the street kids, 12 five-star hotels in Delhi have joined hands to provide food to orphanages. Some hotels have gone a step further. They concentrate on controlling the food waste with strict monitoring and channelise this saving to serve fresh food to the needy children. The Hyderabad Marriott Hotel & Convention Centre is a case in the point in this regard.

Such innovative approaches to waste management that are in perfect harmony with the locality of the property, help in the conservation of natural resources, cost cutting in operations and at the same time help the poor and the needy, are the need of the hour. 

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Spa

HOTEL Business Review

Holistic Healing at

Spa Violet

By Sharmila Chand

W

alk in the tranquil environs of Spa Violet at Radisson Blu Hotel Ghaziabad, and get enveloped by the quilt of serenity.

You tend to forget that you are in the heart of a bustling satellite city. The spa’s tranquil, meditative setting allows you to embark on a personalised journey towards relaxation.

Here you can opt for a full body therapy or a focused treatment for the head, neck, back and shoulders to melt away the stress. A selection of revitalising skincare services restore and energise your appearance with unique products

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that employ the latest in therapeutic spa technology. Personalisation, immediate results and high touch of luxury define this uplifting experience.

At Spa Violet, the therapists are fully trained in the principles of three Rs— Relax, Restore and Rejuvenate.

Relax from the pressures of the everyday world; restore vital life force, and rejuvenate mental and physical well-being with comprehensive range of therapies, all in the most luxurious of environments.

Fully immerse yourself into the aura of Spa Violet as you embrace ‘me time’

for well-being, enjoyment, beauty and/or romance.

Spa Violet’s facilities include a welcoming swimming pool with a kids’ pool, a state-of-the-art gym, a full services salon specially designed to cater to the brides to be, and spa rooms. Each of these rooms create tranquility that transports you to a journey that you have long wished to embark, a journey of oneness and true inner peace.

So whether it is a quick before meeting session, or a full day of indulgence, Spa Violet can be a good place to recharge your batteries.

Spa

HOTEL Business Review

Leading Towards Wellness, Naturally

By Sharmila Chand

Simran Sawney is a post-graduate in English from Delhi University. She then began her career by working as a Design Consultant for five years. This did not give her the creative fulfillment she was looking for and she went to do a professional Salon and Spa Management and Cosmetology course from Blossom Kochhar’s Pivot Point, and also worked with them post the completion of the course, for one year.

She joined Spa Hibiscus after that and since then has been with Spa Hibiscus for the last four years. Spa Violet comes under the brand of Spa Hibiscus. The excerpts of the interview follow: How long have you been in the spa industry? What are the kind of changes you have witnessed in your field during the past five-six years?

I have been in the spa industry for more than five years now. During the last five years we have seen a lot of new spas coming up in the country, and we have seen international chains coming to India, bringing their people, products, concepts, designs, therapies and experience.

It is a welcome change, as it keeps us on our toes. Spas today have become more refined, more customer-centric, and today some of the Indian spas can compete with some of the best spas in the world.

In the last couple of years, the concept of medispas has caught on in a big way, and now we see a lot of traditional spas offering the facilities available in medispas.

Also, we now see a lot more awareness among people in India about spas, than it was say five years ago, when the spa industry in India was still in its nascent stage. But now as the domestic Indian is travelling more and is experiencing international spas (specially, Thai and Malaysian), we see a lot more awareness and hence an increased demand for quality in wellness solutions.

What are the emerging trends in spa?

Holistic wellness is fast becoming popular. People are seeking healthier lifestyles, and a lot of people are keen to take short holistic breaks for body and mind’s rejuvenation.

Spas are incorporating total wellness, which includes lifestyle changes, diet regulation, therapies, yoga and Ayurveda… succinctly complete solutions to wellness.

More and more spas today are offering signature treatments, and a lot of spas have their own products.

Medispas are also gaining popularity,

see a lot more international spa chains entering India.

Ayurveda will grow still bigger, holistic wellness will gain currency and organic and completely green spas will be the norm.

One could also expect to see a spa regulation act coming into effect in India….so basically we are headed for very interesting times ahead.

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

as people are now increasingly getting conscious about their appearances.

What are some of the latest trends in spa operations and spa design in India?

Spa operations can be collectively referred to as an art and a science. We find today better designed spas, better software to manage spas, more trained manpower, and overall the spa operations have become more standardised, with most of the big chains having standard operating procedures.

However, spa is all about customisation, and good spas will always customise their offerings to suit the individual guest’s taste and requirements. Today spas in India are more professional on an average, and guests can expect basic standards in most of the spas in the country.

What direction do you see the Indian spa industry taking in the next 10 years?

The next 10 years will be very interesting for the Indian spa industry. One will definitely see a shake up of the industry.

Only the serious and highly professional players will survive. And I think one will

According to me, the top quality that a Spa Director should have is listening skills. She/he needs to listen to her/his guest, understand why the person is there and then be able to offer what the client is looking for. This can enhance the whole spa experience for the guests by manifolds.

Spa Directors also need to have patience, and an eye for detail. If as a Spa Director you cannot see the slight imperfections; your clients are likely to notice them! And patience is a virtue which no Spa Director can live without. Whether it is while dealing with guests, her/his own staff, or stakeholders, the Spa Director needs lots of patience. There are many people one needs to deal with as a Spa Director, and it is always good to not lose your cool.

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

I love the expression people have on their faces once they have had a fantastic ritual. I feel proud that we can actually bring a change in peoples’ lives, which is true to our motto of ‘Making a beautiful difference.’

It gives me a great sense of achievement when a client profoundly thanks me and tells that she/he has had the best massage ever. That feeling is even better than the

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feeling of joy on getting a promotion!

What do you dislike the most?

I am not the kind of person who will dislike something and still keep doing it. If there is something I dislike about my job, I try and change it as much as I can. The only thing we can’t change is our dependence on people for our service delivery. This is good and bad, as we can’t standardise (but that also means we can customise), but at the same time, we need to ensure that basic steps and procedures are met. Also, you can teach people a lot of things, but it is very difficult to ensure that the same is being followed by them. What completely ruins my day is when we make a mistake, despite having trained our people so often and so well.

Is your job challenging? Can you point out some of these challenges?

One of the main challenges faced in my job is manpower and training, and ensuring standardisation and customisation at the same time in service delivery.

Another challenge faced in my job is in handling tricky clients. Spas have no control over the clients who walk in, and at times it becomes very difficult refusing services to clients who ask for services that we don’t offer, especially when one doesn’t want to be rude to clients.

Succinctly, every day is a new day in this industry with new challenges and new people to please. So it keeps all of us on our toes!

Could you tell us the USP of Spa Violet? What distinguishes it from others?

The USP of Spa Violet is the focus it has on holistic wellness. Our therapies are unique, our products completely natural and preservative free. In a world where people are moving towards medispas, Spa Violet is taking people on a completely natural journey by offering them rituals like Tantrayati – which has been inspired by the ancient Indian traditions and focuses on chakra balancing, thereby not just healing your body but also your mind.

There are different kinds of spas.

How would you define and classify Spa Violet?

Spa Violet is a full services spa, where the focus is on complete wellness in a natural way. We don’t use chemicals and

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machines, but use hand techniques and pure ingredients to take you on a journey back to your roots! We simplify, we uncomplicate and try and give you a wellness experience that will ‘make a beautiful difference in your life.’

How many treatment rooms does the Spa Violet have?

Spa Violet has four treatment rooms including a couple massage room. It also has a full services salon, gym, swimming pools, and change areas with lockers, steam, showers and Jacuzzi.

Please tell us about your signature treatments

We offer two very exclusive signature rituals named Tantrayati and Prana Therapy.

Tantrayati comprises two root words tanoti & trayati. Tanoti means stretching, extending or expanding, while trayati means liberation. Tantrayati is aimed at attaining an expression of a joyous divine consciousness by bringing in an inner realisation of truth, freedom and awakening in the process. The ritual aims to channelise the energy by means of aligning and balancing the chakras and prana (the energy that flows inside one’s own body).

The ritual takes you through a journey of liberation (abandonment), self consciousness (awakening), joy, nourishment & selffulfillment. This very innovative and holistic treatment has been developed inhouse, using completely natural ingredients, and is inspired by local traditions and rituals.

Can you explain the wellness ritual of Tantrayati and Prana Therapy in some detail?

In Tantrayati, the ritual begins with a salt bath while the therapist relaxes you by coordinating your breathing. Post this, freshly made dough with milk, herbs and flour is gently rolled over the face and body. This ritual exfoliates you gently and effectively.

There is then the anointing of the chakras to balance the energies, and an herbal paste with japakusum (hibiscus) is applied to the scalp.

The therapist gently removes the toxins with a lymphatic drainage massage (liberation of senses & awakening).

Once you are through with the steam and shower, we gently bring you back to the real world, by drying and styling your hair.

The ritual named Prana Therapy from Spa Violet aims at taking you back to your roots, where everything was pure, unadulterated, and your soul free from any stress or modern day adulteration.

It is an all natural ritual which begins with a special ‘Rain Massage’ that is inspired from Jamaica and is done with a bamboo. As the bamboo rolls, you experience a gentle sound of rain, and your worries, aches, and pains are washed away, leaving you pure.

A natural Ayurvedic facial following this ensures that you look fresh too. This is followed by our natural Foot Spa and our Hibiscus Head Mask, which soaks away your toxins. The ritual is complete after a wash with our natural sulphate free shampoo, and a gentle blow dry. By taking this treatment the guests can soak in the delightful experience and endorse purity.

Tell us about the other facilities and features offered at the spa

At Spa Violet we offer a variety of massages starting from the basic massages like Balinese, aromatherapy, sports massage, Ayurvedic massage to our signature treatments.

Furthermore, our scrubs and wraps are completely natural and have no preservatives and artificial chemicals in them.

At our salon, which is a full services salon, we offer everything from stylish hair cuts, manicures, pedicures, advanced facials to bridal make ups and extensive pre-bridal programs.

We also have body toning programs where no machine is being used to attain the required result.

Do you have some customised treatments?

Before every treatment at Spa Violet, we get a ‘Health Assessment Form’ filled.

This helps us customise all our treatments, as the client tells us what is the reason for her/his taking this treatment, and what she/he expects from it. The client also tells us which body part/s she/he wants focused on, and which should be avoided.

For example, if you have a pain in your shoulders, even the best leg massage will leave you feeling unfulfilled. However, a great shoulder massage can change your whole experience.

What is your favourite treatment to receive?

It is Tantrayati.

July-Aug ’13

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HOTEL Business Review

Product Preview

FACILITATING QUALITY HOSPITALITY

LUXURY WINDOW SOLUTION

After attaining global recognition by exporting to its esteemed clients across major countries, DMW Export Pvt. Ltd. has entered the domestic market to cater to the needs of the Indian hospitality industry. For the domestic market, the company’s name is Starlite Steel Pvt. Ltd. The product range of Starlite Steel Pvt. Ltd comprises hotel ware and corporate gifting items, which include counter &risers, platters, bowls, vases, bar displays, clip n dip sets, candle stands, display ware, uniforms and lots more. The company can translate the ideas of its clientele into a wide range of fascinating steel hardware for the hospitality industry; in elegant designs and exquisite shapes, and guided by the latest trends. This range of hardware of Starlite Steel Pvt. Ltd. can be effectively customised to suit the specific requirements of its clientele.

Starlite Steel Pvt. Ltd. info@starlitesteels.com

Known under the brand name “Green Future”, the company offers a comprehensive range of window solutions, from fixed windows to casement, tilt and turns to parallel sliding, lift and slide to fold and slides, etc. Multiple international tie-up’s and association endow Green Future to offer multiple solutions to cater every kind of budgets and project requirements.

With an experience and expertise in the solutions provider industry, Green Future tenders all the opening solutions to the market in a wide variety of materials - uPVC, Aluminium, Thermal break, Aluwood and Bullet proof windows. To complement the same, clients can also select integrated blinds in various colors and mode of operations.

May it be a housing project, a five star hotel, hospital, institutional projects, high-end apartment or premium villas, Green Future is present in almost all the sectors and serves pan India. Few of their ongoing projects are Holiday Inn Hotel (Delhi), Floraville by Paramount Group (Uttar Pradesh), IIT campus (Himachal Pradesh), Multispecialty hospital (Madhya Pradesh), ISKCON (West Bengal).

Green Future products are weather resistant, termite and corrosion resistant, sound insulated, thermal insulated, fire resistant etc. Under the Go – Green initiative Green Future ensures that all products are manufactured in environment friendly facilities.

Green Future Windows Pvt. Ltd. sales@greenfuture.in

QUALITY HOSPITALITY EQUIPMENT Mohta & Co Equipment are manufacturers, importers & exporters of quality hospitality equipment, which are required for proficient operations of hotels, restaurants, fast food parlours, bakery, bar, industrial canteens, hospitals, commercial kitchens, food processing and other allied units. Apart from providing the equipment, they also specialise in complete layout design & engineering facilities.

With more than seven years of experience in production and manufacturing of hospitality equipment, Kitchenramma by Mohta & Co Equipment is a renowned name across the industry; earning itself respect and credibility. The company has been able to carve a niche for itself due to its consistent quality, time bound deliveries, competitive price, excellent after sales service & transparent policies.The wide client base of Mohta & Co Equipment is a reflection of its business motto — they Don’t Just Build Equipment — they Build Relations.

Some of their prominent clients include Nizams Kathi Kabab Connaught Place (Delhi). Cuisine Nexus - Amritsar, DLF (Gurgaon), Kamla Nagar (Delhi), Vaishali (Ghaiziabad), Yamunanagar.Jai Prakash Industries Ltd. - Onkareshwar (M.P.), Waknaghat (H.P.), Tehri Dam (Uttaranchal).Jai Prakash Hydro Power - Tala (Bhutan), Baghliar (J.& K.).Jaypee Group - Rewa (M.P.), Bela (M.P.).JIIT - Noida (U.P.).Eicher Motors Ltd. - Pithampur (Indore). R & R Army Hospital – Delhi.

VIP Clubs - Raipur (Chhatisgarh)Jaypee Greens - Noida (U.P.)Hotel Vikramaditya - Ujjain (MP).

Mohta & Co Equipment info@kitchenramma.com

RATIONAL PRESENTS ITS NEW VARIOSMOKER Rational´s new VarioSmoker enables Chefs to smoke meat, fish and vegetables, and get a tasty, natural smoking flavour without having to purchase a separate smoker. The VarioSmoker is suitable for smoking meat, fish, and vegetables, and works with conventional smoke materials, such as wood chips or pellets. The original smoke flavour is achieved by natural fillings.

From now on, everybody can smoke in a Rational combi-steamer. This is possible thanks to Rational´s new VarioSmoker, which is highly userfriendly. “With our VarioSmoker, Chefs can cook and smoke at the same time. This saves on time, space, and costs, because there is no longer any need to buy a separate smoker,” says Katrin Lauterbach, Product Manager at Rational.

After the VarioSmoker is placed in the cooking cabinet, the operator can start smoking right away, whether in manual mode, or using the proven SelfCookingCenter® intelligence. “Through the variation in temperature and preparation time, Chefs can influence the flavour and intensity according to their choice,” explained Lauterbach.

Rational India j.jaiswal@rational-online.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.

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ADVERTISER’S INDE X COMPANY AARCEE AIM TECH AKSAI CREATION

PAGE NO.

COMPANY

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PLATINUM BEDS INTERNATIONAL

47

55

PUSHKAL TEXTILES

10

RAMSONS GARMENT FINISHING EQUIPMENT PVT. LTD.

21

FIC

ALPHA FOAM PVT. LTD.

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RAMSHA HOME & LIVING

ANNAPOORNA 2013

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RANS TECHNOCRATS (INDIA) PVT. LTD.

ANUGA 2014

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RATIONAL INDIA

08

43

REMINGTON STEEL ARTS

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RIMARI INDIA PVT. LTD.

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ARCHII COIRFOAM INDIA PVT. LTD.

BC

09 BIC

COMBII ORGANOCHEM PVT. LTD.

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SHEELA FOAM PVT. LTD.

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FCML DISTRIBUTORS PVT. LTD.

19

SIO VASUNDHRA INTERNATIONAL PVT. LTD.

01

FINE FOOD INDIA 2013

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SNOOZER BEDDING LTD.

07

HIFI 2014

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SONY INDIA PVT. LTD.

GF

IFB INDUSTRIES LTD.

33

SPRINGWEL MATTRESSES PVT. LTD.

11

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STARLITE STEEL PVT. LTD.

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SUPERSHINE LAUNDRY SYSTEMS PVT. LTD.

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ITPO AAHAR LOOM CRAFTS FURNITURE (INDIA) PVT. LTD.

28, 29

McCAIN FOODS INDIA PVT. LTD.

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TREND N DESIGN

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MEHTA FURNISHERS

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UNIQUE TREES PVT. LTD.

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META INDUSTRIES (UNIVERSAL CHEF)

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VENUS INDUSTRIES

05

MITZVAH ENGG. INC.

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VIKRAM FURNISHERS & DECORATORS

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NEELKANTH INDUSTRIES

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BUSINESS OPPORTUNITY

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OZONE OVERSEAS PVT. LTD.

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Interview

HOTEL Business Review

Focused on Guest Satisfaction

By Sharmila Chand

Sanjeev Kumar Dass has been recently appointed as the General Manager of the Radisson Blu Hotel Jaipur.

Dass was responsible for the pre-opening activities of the hotel and is now successfully handling the operations of the 177 room hospitality property.

He has 23 years of rich experience in the hotel industry with a long and successful stint with ITC Fortune Select Metropolitan, Jaipur, VITS (a chain of luxury business hotels from Kamat Hotels (India) Limited) Hotel Aurangabad, Club Mahindra Avalon Mussorrie, and with various ITDC hotels.

Dass is a graduate in arts with a diploma in hotel management, catering technology and applied nutrition. Over the years, he has become a seasoned managerial professional. The excerpts of the interview follow: What is the USP of your property?

The location of the hotel being near to the airport and to the major industrial areas of Jaipur is an advantage. The brand Radisson Blu is another strength, which works very well for our business. Additionally, the size of the rooms in our hotel — 34 sq. mt. with bathtub in all the rooms — is a very positive distinguishing factor for our property.

Overall, one can say that the brand name, the size of the rooms and the service concepts we follow are our distinguishing factors. The service concepts like Yes I Can!, 100 percent guest satisfaction, free Internet, late checkout till 1800 hrs, Grab & Run Breakfast, etc. deserve special mentions in this context.

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

Advertisements in print media, hoardings and online advertisements have given us adequate visibility. We are also marketing the property at the local, national and international level. We also participate in the travel fairs in India and abroad. To generate interest amongst our local clients, we have been organising food festivals.

What would you say is the highlight of your F&B outlet?

Presently, we have the Market Place – an all-day multi-cuisine dining restaurant and coffee shop serving Indian, continental, Chinese and local flavours. Our buffet is

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one of the best buffet spreads for dinner in town, spruced with exquisite service.

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

We have recently introduced the spa and the gym. We also plan to start a specialty restaurant and a discotheque in the near future.

These days, what is the most crucial issue to tackle in the Indian hospitality industry?

I think getting quality manpower supply is a very critical issue for the Indian hospitality industry.

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

Achieving 100 percent guest satisfaction gives me satisfaction. I don’t want any guest to leave dissatisfied from our hotel.

Apart from this, being able to meet various dignitaries and famous personalities in person also give me enjoyment in my work.

What is your professionally?

strength

I am a thorough professional with handson experience in all the areas of the hotel, be it the back of the house departments like HR, training, and engineering or the operational departments which have direct

exposure with the guests. Furthermore, I am very good at negotiations and am an excellent motivator.

How do you de-stress?

I unwind by listening to soft music, old songs and ghazals, and by going on a drive.

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

It is to work hard in a disciplined manner and being honest. I believe in respecting the guests and seniors and being accommodative with one’s team members.

Anything else you would like to say?

The hospitality industry in India is growing at a fast pace and the industry is facing manpower crunch. Unfortunately, the quality of young professionals coming out of colleges is very low. We do train some of them in our hotels during their tenure with us but the loyalty and discipline towards their job is missing.

Many international and national hotel chains have training programmes for their employees but still the young professionals do not take advantage of these programmes and change jobs frequently for a small amount of extra money being offered to them. I would advise them to be hardworking, loyal and honest and give their best to the hotel which they are working for.