Hotel Business Review (July-August 2019)

May-June ’19

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July-Aug ’19

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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

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Resident Editor Sharmila Chand (Delhi) Ashok Malkani (Mumbai)

ith the increase in tourism, both domestic & international, hotel sector is bound to grow. Hotel companies are increasingly looking

at setting up new hotels in India. Imbalance in increase in tourists both domestic and foreign not been supported with equal number of rooms is a latent source of opportunity for growth.

Today hotels, apart from rooms, are identifying other avenues to generate revenues. Currently Corporate events & Weddings are the fastest growing segments help generating new business opportunity for hotels. MICE is becoming an integral part of the hotel industry for revenue

Layout & Design Hari Kumar V Abhishek Singh Rathore Production Assistant Jyoti Gupta Advertising Sales Delhi: Debabrata Nath, Sumesh Sharma Director Sales Sanjay Anand Mobile: +91 9811136837

events, also help in generating higher rooms requirements with price points

Director Operations Rajat Taneja Mobile: +91 9810315463

in close proximity and additional F&B revenue. Cover story takes a look

Editorial & Advertising Offices:

at several aspects of this Industry as well as the future of MICE in India.

Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903

generation. For MICE a reasonably large venue which can hold major

Since hospitality service is all about providing better services to the consumer, the quality of hotel would depend on the employees, who are considered as brand ambassadors of the property. Business Story examines the tasks of the HR dept and the problems that it has to tackle for smooth functioning of the hotel.

Hotels lobbies are providing innovative ways for their guests to hang out, have coffee, entertain and stay technologically connected. Feature Story discusses how the trend is being implemented in different upscale properties across the country.

F&B is a major source of revenue for hotels, and a successful restaurant can ensure better revenues. F&B Story stress upon the challenges faced when opening and positioning a new restaurant in hotel and its success.

Hotel PR responsibility encapsulated the area of Brand Management and Marketing Communications with strong shades of Marketing within its fold. Management Story stress upon the various aspects of hotel PR and how it is an integral part of the industry.

Other sections talks about operations, housekeeping and property profile.

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Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 E-mail: info@hammer.co.in Š 2019 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher.

Hammer Hotel Business Review is a bi-monthly magazine, printed, edited, owned and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Print Creations, C-112/3, Naraina Industrial Area, Phase-1, New Delhi.

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.

Disclaimer: The editor and publisher believes that all information contained in this publication are correct at the time of publishing.

Content published not necessarily are the opinion or view of the editor and publisher. Editor and publisher declines any responsibility for any action taken based on the information contained in this publication, including liability for error or omission.

Annual subscription rate within India is Rs. 600 and for overseas it is US $110, for surface mail. Single issue is available for Rs. 100 in India and US $25 for overseas. Cheques are payable to Hammer Publishers Pvt. Ltd.

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Cover Story

inside

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MICE: The way forward

Departments Event 04

Business 32

News 10 Appointment 20

HRM: Heart of the Hotel Industry

View Point

FEATURE

38

Hotel Lobbies have gone Social!

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Property 54 Spa 57

F&B

44

Are Your Restaurants Buzzing?

management

Product Preview

62

Interview 64 48

25 Golden Rules for Pitch Perfect Public Relations

operations 52 Ozone Washing

housekeeping 58 Housekeeping goes Green

Cover Pic: Conrad Bengaluru

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Event

Hotel Business Review

India’s Truly International Food & Hospitality Trade Show 18-20 September 2019, Bombay Exhibition Center, Mumbai

Informa Markets in India (formerly UBM India), India’s leading B2B event organiser, has announced the 2nd edition of its food and hospitality show, Food and Hotel India (FHIn) 2019. The Show will be held from 18th to 20th September 2019, at Bombay Exhibition Centre (BEC), Mumbai.

FHIn (in its second year in India) will serve as an opportunity for industry professionals to showcase flagship products & solutions to the market and will empower the industry to forge alliances with leading Indian & international hospitality chains, consultants, suppliers, investors, while also networking with them over a number of glamorous events.

FHIn 2019 belongs to a premier and influential category of over 20 market leading food and hospitality shows across 12 countries. These include Food and Hotel Asia Singapore, HOFEX and Hotelex, among others. Food & Hotel India 2019.

According to Yogesh Mudras, Managing Director, Informa Markets in India, “The Indian Food & Hospitality industry has emerged as one of the key industries driving the growth of the Food & Beverage sector.

We see a lot of latent potential as well as dynamic trends that are critical for industry professionals to have a pulse on. Driven by the insatiable consumption of its 1.30 billion strong population, the Hospitality food sector continues to grow and will further see a further rise in investment to the tune of an annual investment of $0.5-0.6 billion during 2019-2023 and a total investment of up to $2.8 billion by 2023”.

He further continued, “The Indian food and grocery market is the world’s sixth largest, with retail contributing 70 per cent

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of its sales, besides the domestic market, India also offers tremendous business opportunities for international brands to flourish in its fertile markets. With a slew of meaningful engagements, we are looking forward to three days of intense growth opportunities to take the industry to the next level. With our former organisation UBM officially combining with Informa Markets, the enhanced organisation will enable the growth of the economy by dynamically fostering trade alliances, business, research, and futuristic innovation in the global, regional and local arena.”

FHIn 2019 expo will see interactive sessions including Hospitality Strategy Summit (HSS): (for industry knowledge exchange), India International Culinary Classic (IICC): (where culinary talents across India display their food mastery), India Barista Championship (IBC): (a platform for coffee professionals and enthusiasts to share their knowledge), Prowein Education Campaign India, (discussing the liquor business game plan for the future), Raw to Refresh: (Workshop converting food products into gourmet dishes), Journey to Entrepreneur: (Interactive session held by a premium start up investors), Food Styling: (workshop for chefs across the hotels and restaurants. This event is focused to give new insights about the importance of food decoration and the increasing awareness and scope to attract F&B professionals as well as features including Master Class on Kitchen Design & Planning, Purchase Managers Forum, Hospitality Tech Conclave and a Hospitality Leaders Roundtable.

FHIn 2019 is also being supported by a number of key associations such as HPMF

(Hospitality Purchase Managers Forum) PHA (Poona Hoteliers Association), iPHA (i Professional Housekeepers Association), FIFI (Forum of Indian Food Importers), WICA (Western India Culinary Association), AFSTi - Association of Food Scientists and Technologists (India), and AHP (Association of Hospitality Professionals).

The Indian food industry is expected to touch US$482 billion by the financial year 2020.India has a great scope for worldwide trade in agricultural and processed food products. On the other hand, the Indian tourism and hospitality sector is also among the top 10 sectors in India to draw the highest Foreign Direct Investment (FDI). The initiative behind FHIn18 is to provide a platform for India’s food, hospitality and tourism industry to establish business opportunities for international brands.

Over the course of the three day exhibition, the agenda is packed with a slew of much anticipated, innovative engagements that have been handpicked to offer a stage for knowledge sharing and discussing opportunities and challenges faced by the industry.

Informa Markets in India (formerly UBM India) is India’s leading exhibition organizer, dedicated to help specialist markets and customer communities, domestically and around the world to trade, innovate and grow through exhibitions, digital content & services, and conferences & seminars. Every year, they hosts over 25 large scale exhibitions, 40 conferences, along with industry awards and trainings across the country; thereby enabling trade across multiple industry verticals. In India, Informa Markets has offices across Mumbai, New Delhi, Bangalore and Chennai.

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Event

Hotel Business Review

EVENTS’ CALENDER

SIAl India 2019 19-21 September 2019, at Pragati Maidan, New Delhi.

SIAL 2019, the 2nd edition of one of the leading Indian food innovation show, will be held on 19-21 September 2019, at Pragati Maidan, New Delhi. The event is inspired by path breaking exhibitions, such as SIAL France (since 1964), SIAL China, SIAL Jakarta, SIAL Abu Dhabi and SIAL Canada wherein 15,000 exhibitors from 119 countries have participated to grow their business. All over the globe SIAL network represents a forum for exchange, meetings and discussions and is truly unique.

The first edition in 2018, Food India by SIAL, witnessed more than 150 exhibitors from 13 countries and visited by more than 5,000 potential buyers, making it an ideal networking & business platform for the food & beverage industry stakeholders.

SIAL India 2019: A bigger source of inspiration The current edition of SIAL 2019 will have representation from more than 15 countries, presenting their products to retail and food service professionals. The exhibition will showcase vide range of food products from national and international companies, ranging from Processed Foods, Dairy, Meat & Meat Products, Bakery, Beverages, ingredients etc. There will be larger international representation this year from the countries like: China, France, Indonesia, Italy, Portugal, Russia, South Korea, Spain, Switzerland, Turkey, UK and USA. More innovative platforms has been created to have larger integration between product, seller & buyer,

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New Features for 2019 SIAL Innovation A unique celebration of innovative food and beverage products! All finalists will be displayed within the dedicated Innovation Area at SIAL India, and the 3 most innovative products will be awarded Gold, Silver and Bronze winners according to the jury appreciation.

Alternative Food Forum When it comes to healthier food, more respectful of nature and of animal wellbeing, this is definitely the place to be!

Thanks to conferences and round tables, discover the future of the food industries and seize new opportunities.

SIAL Conference Industry experts and leaders will be providing insight into the latest food market trends prevailing in Indian market and on the future trends and innovations.

La Cuisine The special area will see the best chefs performing live culinary demonstrations.

Drinks Theatre This event is dedicated to wine & spirit makers and retailers. Take part and share about opportunities and showcase innovations through exclusive tastings and talks!

There is special initiative by SIAL international this year to promote India worldwide wherein SIAL team will be bringing international buyers from ASEAN, Gulf and other countries to explore Indian made goods and finalise their merchandise.

Hong Kong International Tea Fair 15-17 August 2019 Hong Kong Convention and Exhibition Center, Hongkong www.hkteafair.com

Annapoorna Anufood India 2019 29-31 August 2019 Bombay Exhibition Center, Mumbai www.worldoffoodindia.com

Asiafruit Logistica 2019 4-6 September 2019 AsiaWorld-Expo, Hongkong www.asiafruitlogistica.com

Fi Asia 2019 11-13 September 2019 BITEC, Bangkok, Thailand www.fiasia-thailand.com Food & Hotel India 2019 18-20 September 2019 Bombay Exhibition Centre, Goregaon, Mumbai www.foodandhotelindia.com SIAL India 19-21 September 2019 Pragati Maidan, New Delhi www.sialindia.com ANUGA 2019 5-9 October 2019 Cologne, Germany www.anuga.com

Fi and Hi India 2019 21-23 October 2019 Bombay Exhibition Centre, Goregaon, Mumbai www.figlobal.com/india

International Baking Industry Exposition (IBIE) 7-11 October 2019 Las Vegas convention centre, NEVADA www.ibie2019.com

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Event

Hotel Business Review

India International Hospitality Expo becomes the Premiere Hospitality Event

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he 4-day hospitality event IHE was held during 7-10 August 2019 at India Expo Centre & Mart, Greater Noida Expressway.

It provided a powerful networking forum witnessing an astounding line up of trade discussions, knowledge sessions, gastronomic demonstrations, master classes, awards night and more.

India International Hospitality Expo (IHE) is one of the leading hospitality hub where exhibitors, students, audience come from across India.

This year the event has successfully surpassed its maiden event last year by hosting more than 650 exhibitors from world over into the broad categories of: Food & Kitchen Equipment; Food & Beverage; Furniture, Furnishing, Lifestyle & Décor; Technology; and Design & Architecture. Global brands also launched their latest products as part of IHE platform.

Chef Manjit Gill, President IFCA; Chef Devender Kumar, President, ICF; Sunil Sethi, President, FDCI; Hari Dadoo, Fair President and Hemant Sud, Chairman, Delhi Chapter IIID contributed immensely in making IHE a bigger and successful event by being an integral part of the most expansive hospitality platform stimulating knowledge sessions.

With support from top industry bodies like Indian Angel Network, HOTREMAI, ARCHII, PPFI, HPMF, AWSOME, FSAI, AIFPA, GHTP, ICF, IFCA, PHA and FSSAI, the show saw a new culinary height this year.

IHE had a robust conference programme with top hospitality professionals as speakers like Himmat Anand, Founder, Tree of life resorts; Anil Chadha, VP, operation ITC hotels; Priya Paul, Chairperson Park Hotels; Ajay Bakaya, MD, Sarovar Hotels and Rattan Keswani, Jt. MD Lemon Tree Hotels and Sunjae Sharma, VP Ops India for Hyatt. A

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series of Masterclasses by world-renowned chefs from India and abroad like Asma Khan, Hemant Oberoi, Manjit Gill, Devendra Kumar, Willi Willson, KN Vinod, Ranveer Brar and Gunjan Goela; wine sommelier training by a renowned Italian sommelier Luca Carmignani; a hospitality-inspired fashion show and an FSSAI conclave on Food Safety - IHE’ 19 were star attractions.

The event also saw a host of competitions in the food arena including Young Chef Culinary Competition being held under the aegis of ICF and IHE Mixology Challenge by ScopeBev and ICF. CEO’s, GM’s and Executive Chefs of restaurants and hotel chain owners made for a stellar panelists for knowledge sessions like How to Set up a Midscale and Budget Hotel, The Art of Creating a Luxury Hotel to Food Safety, The secret behind a truly successful restaurant, Privacy Assurance and Cyber Safety in Hotels, Reinventing the idea of hospitality disruption in traditional hotels and more stressing on continuously upgrading self with new innovations and how it is really important to invest in the technology aspect of hospitality which not only includes equipment’s but also soft skills.

IHE’s first Hospitality Awards was a gala celebration recognizing the contribution of industry maestros giving away 70 awards to hospitality professionals from across India.

IHE Leading Light in Hospitality award was given to Ms. Priya Paul, Director Park Hotels.

KB Kachru the Executive vice president – South Asia, for Carlson Hotels Worldwide Asia Pacific was presented with a Lifetime achievement award.

This year the expo emphasized on Himachal Pradesh being the ‘Focus State’ with a number of events being organised by the Tourism Department of the Government of

Himachal Pradesh and Himachal Tourism Development Corporation. Celebrity Chef Manjit Gill presented Himachali cuisine along with Chef Nand Lal Sharma of Himachal Tourism during the Expo as part of IHE Awards Dinner, the international Gourmet Safari and culinary master class.

International countries like Vietnam, Indonesia, Peru, El Salvador, Ecuador and others supported the expo by displaying an array of products and services from their region. This show played a host to celebrity Indonesian chefs, Gupta Sitorus, Kevindra Soemantri, Yuda Bustara and Primo Rizky.

Rakesh Kumar (Chairman IEML and Director General EPCH) shared his thoughts on the last day of the event, “IHE 2019 concluded on a very satisfactory note. We had over 22,000 visitors from all parts of the country. We are thrilled to see the response from overseas. IHE 2019 was an impactful platform for all the hospitality stakeholders to come, network and rub shoulders with the very best in the industry. The attraction of this year was organic food from North East along with food items from International countries. A lot of new products like tea, nuts, garlic, spices, organic rice and a lot of gluten free products from the North East regions, hilly states and other remote areas have also been exhibited during IHE 2019.

Seeing this success and interest among the visitors, the next edition will take place from 5th-8th Aug 2020. The new edition will have a lot of attractions from international countries, not only in terms of participation but visitor promotion as well.”

The 4 day hospitality event was spread over 25,000 square metres of expo space with conferences, gastronomic demonstrations and competition areas for hospitality professionals as well as hospitality students.

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Kolkata Opens Doors to 456-Keys ITC Royal Bengal ITC Ltd announced the inauguration of its new super-premium luxury hotel in Kolkata – the ITC Royal Bengal in June. Chief Minister of West Bengal Mamata Banerjee inaugurated the 456-keys hotel.

Built with an investment of nearly Rs 1,400 crore, the ITC Royal Bengal is designed to serve as a preferred destination for global (meetings, incentives, conferences and exhibitions) MICE tourism and other large events.

A distinctive proposition of this new superpremium luxury offering from ITC Hotels lies in the fact that the composite properties – ITC Royal Bengal and ITC Sonar will be marketed together as one of the largest hospitality and MICE destinations in the region.

The launch of ITC Royal Bengal adjacent to ITC Sonar, marks the offering of two world-class hotels complementing each other. Together, the two hotels will offer 693 rooms, suites and serviced apartments, 15 signature dining destinations, 22 meeting venues and a sprawling 1,00,000 sq ft of banqueting space.

“We are delighted to announce the opening of the iconic ITC Royal Bengal. This signature property will provide further impetus to transforming the tourism landscape in the state and will be an icon of repute on the world tourism map,” said Sanjiv Puri, Chairman and Managing Director of ITC Ltd. “This landmark investment from ITC is a part of the company’s growing footprint in the state across all sectors, namely agriculture, manufacturing and services,” Puri added.

Ansal University Gurugram Inks Pact with Marriott Hotels Hotel Courtyard by Marriott, Gurugram signed a Memorandum of Understanding (MoU) with School of Hospitality Management, Ansal University, Gurugram on July 10.

The MoU envisages, besides a general non-binding partnership, a regular collaboration and exchange of ideas in order to absorb the international dimensions of an industry setting as well as trends in higher education in the hospitality related areas.

“As we progress in this sector, we are looking at more and more students aspiring to seek careers in the world’s largest hotel chain that Marriott is today and this MoU will help us secure more opportunities of internships and placements worldwide” said Amreesh Misra, Dean of the School of Hospitality Management.

“We are glad to sign this memorandum and are ready to put in all our efforts to enhance student experience and encourage their readiness to join this most progressive and dynamic industry” said Bhawna Verma, General Manager, Courtyard by Marriott, Gurugram.

This understanding would also extend itself informally towards the other hotels of Marriott brand located in the region, thereby increasing enormously the opportunities for the students of the School of Hospitality Management.

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Hotel G Villas Debuts in Manali Hotel G Villas Manali, which was launched under the category of bed and breakfast, is targeting newly married honeymoon couples as well as those vacationing with friends and family.

Snuggled amid mountains and the river Beas, G Villas is located close to Bollywood actress Kangana Ranaut’s luxurious cottage.

“Every single room opens towards snow-capped mountains, apple orchards and abundant picturesque landscape of the Himalayan village. The super deluxe room has a view of amazing house of Kangana Ranaut’s,” Kunal Sharma, owner of G Villas, said in a statement.

“The resort is endorsed with local design and earthy colours to make the Manali tour memorable for the guests. Each room has balcony where visitors can watch the sunset from the comfort of their own room,” Sharma added.

Nearby attractions are Hadimba temple, Jana falls, Solang valley, Gulaba, Rohtang pass, Manikaran gurudwara, and River Beas. One can also take a trip to the serene Buddhist monasteries in the vicinity to witness how the monks live.

Accor Reaches 1,100 Hotels in Asia Pacific Accor has opened its 1,100th hotel in Asia Pacific (APAC), with the launch of the new Sofitel Beijing Central, bringing the group’s APAC network to more than 210,000 rooms. The announcement comes just six months after Accor celebrated its 1,000th hotel.

“We have had a record six months since announcing our 1,000th hotel with the Pullman Tokyo Tamachi late last year and it’s incredible to think that we have added another 100 hotels already since then,” said Michael Issenberg, Chairman & Chief Executive Officer, Accor Asia Pacific.

“Sofitel Beijing Central will be a great addition to our network in China and will become one of the premier luxury hotels in the city.”

The opening of Sofitel Beijing Central brings the group’s luxury and premium hotels in the Asia Pacific region to 320.

Hilton Marks 100th Anniversary

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As Hilton celebrated its centennial year recently, DoubleTree Suites by Hilton Bangalore on Sarjapur Road revered this success with an eclectic group of socialites, guests, diners, influencers, bloggers and with its team members.

Decked up in the hues of blue and white, Asia Alive – an all-day dining restaurant at the hotel hosted Sunday brunch for the digital mavericks of Bengaluru. The party began with a warm ceremonial lighting of diyas, after which everyone headed to enjoy the lavish buffet. The chefs curated a classic menu for the occasion with age-old favourites from Hilton Hotels across the globe. The spread featured European and Pan-Asian delights that ended with a cake cutting ceremony.

The festivities continued with a soiree for the esteemed guests where a special dinner was curated for them in an intimate setting, showcasing some of the brand’s iconic food and beverage favourites from over the years.

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Hotel Business Review

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Pride Hotels Opens Property Lemon Tree to Bring its Upper in Sikkim Midscale Brand to Mumbai Pride Hotels has launched Pride Terrace Valley Resort Gangtok in Sikkim, the group’s first property in India’s Northeast. The luxury resort is prominently located at National Highway 10, Ranipool, Gangtok, 18 km from Pakyong Airport and is well connected by road, rail and air.

“This is our 16th h ote l a n d we h ave further expansion plan to add about 500 rooms at Goa, Nagpur and Pune and planning to have total 20 hotels and resorts by 2022,” said Satyen Jain, CEO, Pride Group of Hotels.

With major tourist attractions namely Nathu La Pass, MG Road, Rumtek Monastery, Tsongmo Lake, Ganesh Tok in close proximity, the resort in Sikkim boasts of elegantly furnished rooms and suites that will appeal to both leisure and business tourists.

“Currently Pride Hotels Ltd is operating four brands — Pride Plaza which is upper upscale luxury hotels; Pride Hotels which is upscale hotels; Pride Resorts, the 3 star upscale resorts; and Pride Biznotel, a midmarket hotel,” he added.

Lemon Tree Hotels Ltd. said in June that it will soon bring its upper midscale brand to Mumbai by opening Lemon Tree Premier-Mumbai International Airport in the city. This will be the second city in Maharashtra, after Pune, with a Lemon Tree Premier and the third city in Maharashtra, after Aurangabad and Pune, where the group will operate.

Lemon Tree Premier-Mumbai International Airport will offer 303 plush rooms and suites, innovative dining options and chic interiors, the company said.

Strategically located in Mumbai’s business hub of Andheri East, this new age hotel will aim to target both, business and leisure travellers as well as the local corporate segment in India’s business capital.

IHG Inks Pact with Hotel Paraag for 2 Hotels in Bengaluru InterContinental Hotels Group (IHG) has signed an agreement with Hotel Paraag Limited for two hotels – the newly built InterContinental Bengaluru Whitefield and Crowne Plaza Bengaluru Raj Bhavan Road, which will be a conversion hotel.

The development marks the debut of InterContinental Hotels & Resorts in Bengaluru and expansion of IHG’s upscale brand, Crowne Plaza in the country. Both hotels are expected to be operational by the first quarter of 2022.

InterContinental Bengaluru Whitefield, which will feature 265 rooms will be the third InterContinental branded hotel in India, joining InterContinental Chennai Mahabalipuram Resort and InterContinental Marine Drive in Mumbai.

On opening in 2022, Crowne Plaza Bengaluru Raj Bhavan Road will boast of 140 well-designed rooms featuring modern amenities, IHG said.

“With 11 open hotels in SWA (South West Asia) and 7 in the pipeline, the brand is gaining popularity in the region and has proved to be a great choice for our guests and owners alike,” said Sudeep Jain, Vice President, Development, South West Asia, IHG.

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ITDC Donates Ambulance to JW Marriott Mussoorie Punjab’s Ferozepur Walnut Grove Resort & Spa India Tourism Development Corporation Ltd. (ITDC) in July handed Wins Award over a fully air-conditioned, ambulance to the district administration of Ferozepur in Punjab under its corporate social responsibility (CSR). The ambulance is equipped with modern facilities at par with national standards.

Piyush Tiwari, Director (Commercial & Marketing), ITDC and Suresh Chandra, General Manager, (Engineering Division), ITDC handed over the keys of the new ambulance to Chander G a i n d ( I AS ) , D e p u ty Commissioner, District Administration.

It is believed that the modern ambulance will further catapult the progress of healthcare services in the border district. The ambulance is well equipped with all prime amenities required for a patient like a suction pump, Oxygen Cylinder “B” Type, Nebulizer, Portable Glucometer, Pneumatic splints, B.P instrument, defibrillator and Ventilator. It will be operated and maintained by the civil surgeon Ferozepur, who will recruit experienced staff to operate the new ambulance.

J W M a r r i ott M u s s o o r i e Walnut Grove Resort & Spa was awarded “Best Venue for Intimate Weddings & Celebrations - Destination Asia” by WOW Awards Asia 2019. The event was held in New Delhi Aerocity, over two days and additionally marked the 11th anniversary of the award show.

The award recognised major participants in the experiential marketing, MICE, Live entertainment and wedding industries. JW Marriott Mussoorie Walnut Grove Resort & Spa earned the award in the weddings category “Asia” for superlatively hosting an intimate affair of less than 200 people at a destination property.

Fairfield by Marriott Announces ‘Fairfield 500’ Offer Fa i r f i e l d b y M a r r i o tt h a s announced Fairfield 500, a specially curated offer for guests to get a little extra during their stay. The newly introduced offer proposes that guests can avail a credit of Rs 500 per room per night on booking at any participating Fairfield by Marriott properties in India. Guests can redeem the credit across a gamut of services including laundry, spa, dining outlets (food & beverage), Corner Market (Fairfield’s in-house convenience store) and room service.

Radisson Hotel Group Revamps Website Radisson Hotel Group recently launched its new multi-brand and mobile-first global website, RadissonHotels.com, which also serves as the unique p l at fo r m fo r Ra d i ss o n Rewa rd s members. Complementing the revamped site will be the Radisson Hotels App, available by the end of July 2019, the company said.

The enhanced RadissonHotels.com allows guests and loyalty members to explore the group’s entire portfolio of more than 1,100 hotels worldwide – and to easily book a stay in just a few clicks.

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‘Celebrate Service Week’ at Pride Group of Hotels Aims to Holiday Inn Mumbai Open 30 Hotels by 2022 Holiday Inn Mumbai International Airport, part of the InterContinental Hotels Group participated in the brand’s novel initiative, “Celebrate Service Week” to express gratitude to its employees for their diligence and dedication to providing outstanding service to guests.

D i ffe re nt a c t i v i t i e s w e re organised as a part of the countrywide celebrations with the theme “Feel Valued”. Employees at the upscale h ote l ca m e u p with a series of entertaining activities such as camping, masquerade ball, dancing and singing competition, treasure hunt and similar fun sessions.

The high point of the festivities was the gala night where all the employees were seen having a great time and dancing out to their full heart.

To end the week, employees enjoyed dancing in an engaging atmosphere to spread the gaiety while also helping the team members build a stronger relationship with each other.

The Pride Group of Hotels is planning to double the number of properties to 30 by 2022.

The group is also coming up with the new brand exclusively focused on millennial customers.

The hotel chain is presently planning to open a 300- room property in Goa, besides expanding its presence in Guwahati, Panipat, and Nashik later this year. It also plans to add 75 rooms and 50 rooms respectively at its five-star properties in Nagpur and Pune respectively. Pride Hotels is also in advanced talks with a hotel property in Mumbai to run under a management contract.

“We are pleased to announce major expansion plans nationally primarily targeted towards Tier 2 and Tier 3 cities that translate into vast business potential.

Pride Hotels presently own and operates 16 hotels nationally,” said S. P. Jain, Managing Director, Pride Hotels Ltd. “By 2022 we plan to double the number of properties to 30 with over 3,000 luxury rooms to emerge as a leading national hotel chain in the country. Most of the new properties will be under management contracts,” Jain added.

The Leela Palace Udaipur Voted as ‘World’s Best Hotel’

The Leela Palace Udaipur, located on the banks of Lake Pichola in Rajasthan, was voted as World’s Best Hotel by Travel + Leisure USA, Readers Award Survey 2019.

Travel + Leisure World’s Best Award Survey honours the finest travel experiences in the world selected by Travel+ Leisure’s global readership of discerning travellers. Readers rate their experiences and evaluate hotels across the world on characteristics such as rooms, location, service, food and value.

“We are thrilled to receive this pinnacle accolade from readers of Travel + Leisure, USA. It’s a badge of honour for our young and passionate team members, who are committed to delivering memorable experiences to our guests,” said Rajiv Kaul, President, The Leela Palaces, Hotels and Resorts.

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Ne w s Sc an

Around 8,000 Rooms Undergone Conversions Around 8,000 rooms have undergone conversions in the organised space during the past three years in India with InterContinental Hotel Group (IHG), Radisson, Taj Hotels, Marriott and Lemon Tree being the brands which saw highest numbers of conversions, says a study.

These operators collectively accounted for nearly 70 percent of room count of converted properties, said the report titled “The Conversion Landscape”.

Royal Orchid, Sarovar, Wyndham, Bloom, Lords, Mint and The Fern are other prominent hotel chains that have expanded their footprints nationally using conversion tactics, revealed the research by Noesis Capital Advisors, one of India’s leading hotel investment advisory firms.

Taj and Hyatt, meanwhile, have opted for internal rebranding, showed the findings of the report that reveals the evolution of conversion phenomenon in India, steps involved in property conversions, property operational plans and top conversions by prominent hotel groups in the last three years.

The study also provides insights into various opportunities for conversions growth, common disruptors and other key highlights. While hotelrebranding phenomenon is decades old, the report takes a closer look at many of its facets like performance evaluation, brand positioning, key benefits, its downfalls and how to strike a perfect balance in this act.

“Conversion has been widely resorted to as an expansion tactic by hoteliers, in order to increase their market share quickly with minimum investment of time and resources. While standalone hotels undergo conversion for a multitude of reasons like a shift in corporate strategy, aging of the property or demographics, the most popular reason remains empire building,” said Nandivardhan Jain, CEO, Noesis Capital Advisors.

“Strategically, the phenomenon of hotel rebranding is quite logical, given the intensity of competition in the hotels industry. However successful hotel conversions take more than just change of hands - it needs a carefully crafted strategy, with underlying market awareness,” Jain added.

The report further cites how Intercontinental Hotel Group’s (IHG) all-out expansion strategy by taking over 14 of SAMHI’s properties and converting them to Holiday Inn Express was a game changer. Since all hotels are expected to be operational within a year’s time span, IHG’s total hotel count in India will increase to over 40. “‘Conversion-friendly’ brands allow a quick entrance to newer markets, while also simplifying the entire cycle. When a renowned brand takes over a hotel, the property is expected to demonstrate a few spontaneous results,” added Jain.

Hotel Business Review

Breathe Easy, See Green at ShangriLa Hotels in India Shangri-La hotels in India have taken several iitiatives to implement responsible environmental practices, while paving the way for guests to breathe easy and see green.

With the natural air-purifying plants around, a stay at Shangri-La’s – Eros Hotel, New Delhi, allows guests to breathe easy. Apart from the electronic air filters that remove airborne particles as small as 2.5 microns, there are a variety of air-purifying plants that have been placed at various public areas in the hotel. The hotels has also strategically placed several plants to improve air quality and make the stay more pleasant.

Keeping in line with climate changes and depletion of natural resources, ShangriLa hotel, Bengaluru has “save power and see green” initiatives at the hotel which works to minimise the impact on environment while conserving biodiversity and managing waste, water and energy.

Solar and wind power is used as the energy source to supply power to 80 percent of the hotel to minimise commercial energy consumption. Water treatment plant supplies treated and recycled water to the cooling tower used for centralised air conditioning and is also used to water the vertical garden outside and inside the hotel premises.

Organic waste of the hotel, such as dry leaves, fruit and vegetable peels, and used coffee grounds are recycled in the organic waste convertor to become compost through an aerobic process. Compost from the waste convertor is rich in nutrients such as phosphorus, potassium and nitrogen, and makes a natural fertilizer for the kitchen and herb garden of Shangri-La hotel, Bengaluru.

All the initiatives at the hotel ensures day-to-day operations promote and implement responsible environmental practices.

IHG Opts for Bulk-Size Bathroom Amenities to Cut Plastic Waste In a bid to cut plastic waste by doing away with bathroom miniatures, IHG (InterContinental Hotels Group) in July announced that its entire hotel estate of almost 843,000 guest rooms will switch to bulk-size bathroom amenities, with the transition to be completed during 2021.

This pledge makes IHG the first global hotel company to commit all brands to removing bathroom miniatures in favour of bulk-size amenities.

“Switching to larger-size amenities across more than 5,600 hotels around the world is a big step in the right direction and will allow us to significantly reduce our waste footprint and environmental impact as we make the change,” said Keith Barr, CEO, IHG. “We’ve already made great strides in this area, with almost a third of our estate already adopting the change and we’re proud to lead our industry by making this a brand standard for every single IHG hotel,” Barr added.

IHG currently has an average of 200 million bathroom miniatures in use across its entire hotel estate every year.

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Appo intments

Hotel Business Review

Julian Ayers Hyatt Regency Delhi has appointed Julian Ayers as the General Manager & Area Vice President for North India.

Ayers brings with him over 20 years of experience to the role. His responsibilities at Hyatt Regency Delhi will include overseeing the day-to-day operations, sales and marketing activities while also managing future growth strategies across nine of Hyatt’s properties.

British born, Ayers has experience at various management positions in India, Oman, Indonesia, the Caribbean and the UK.

Ashwani Nayar Ashwani Nayar has been appointed General Manager at Crowne Plaza Greater Noida. Nayar comes with close to three decades of work experience in the industry, having worked with some of the finest global hospitality brands across South Asia and South East Asia.

With a focus on creating best in class value for all stakeholders, while setting benchmarks that compare to the highest global standards, Nayar will now lead the largest Crowne Plaza in South West Asia to excellence.

Biswajit Chakraborty Pullman New Delhi has appointed Biswajit Chakraborty as the new General Manager Delegate (Cluster General Manager). He has over 30 years of experience in hospitality industry.

Chakraborty began his career with the Taj Group and later moved to the Yak and Yeti, the Oberoi Group, Mövenpick Hotels & Spa Bangalore and Sofitel Mumbai BKC. He was the General Manager of The Leela Kempinski Mumbai and Leela Kempinski Kovalam.

Vishal Baid S a rova r H ote l s a n d Res o rts h as appointed Vishal Baid as the General Manager for Royal Hometel Suites, Dahisar in Maharashtra.

Baid brings to the new role experience of close to seventeen years in the hospitality industry with expertise in operations management and strategy planning.

Baid moved to Royal Hometel Suites, Dahisar from Majestic Court Sarovar Portico, Navi Mumbai.

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Suveer Sodhi Suveer Sodhi has been appointed as the new General Manager for Alila Diwa Goa and The Diwa Club by Alila. Sodhi brings to the new role over 13 years of experience in the hospitality industry.

He was earlier with Hyatt Regency Pune where he was Director of Operations. He has also worked with Shangri-La Hotels & Resorts, Aman Resorts, and had an entrepreneurial stint.

In his new role, Sodhi will oversee the entire operations of both Alila Diwa Goa and The Diwa Club by Alila.

Munish Bhatia Munish Bhatia has been appointed as the General Manager of Radisson Blu New Delhi Dwarka. With 23 years of experience, he has held numerous positions in various departments.

He has worked with renowned brands of hotels like Intercontinental Hotels Group, The Grand, Radisson Hotels Group and couple of international hotels in Dubai. Prior to joining Radisson Blu Hotel New Delhi Dwarka, he was associated with Radisson Blu Hotel, Greater Noida as a General Manager.

Vikas Kumar Vikas Kumar has been appointed as the General Manager of The Westin Pushkar Resort and Spa. With over 18 years of experience, he spent almost a decade with Marriott International.

He commenced his professional journey as the F&B Supervisor at Ananda in the Himalayas and worked his way up many prestigious hospitality chains as part of the pre-opening phases like Aloft Bengaluru Cessna Business Park, Sheraton Bangalore Brigade Gateway and The Westin Hyderabad Mindspace.

Vikas Kapai Sofitel Mumbai BKC has appointed Vikas Kapai as the new General Manager.

Having led prominent hotels in the country, Kapai comes with over three decades of hospitality experience and an eye for the future.

Kapai’s past experience includes work with stellar brands such as Hilton, Hyatt, Marriott and Oakwood Asia Pacific, among others.

Ap p oi n tm en t s

Hotel Business Review

Varun Chhibber The Leela Ambience Gurugram Hotel & Residences has appointmented Varun Chhibber as the General Manager.

Varun has two decades of experience, was the General Manager of The Leela Ambience Convention Hotel Delhi.

He also worked with various Oberoi properties and had a stint in Maldives a t Ve l a s s a r u U n i v e rs a l R e s o r t .

An alumnus of IHM Mumbai, Varun holds a Bachelor of Commerce degree along with a post-graduate diploma in hotel management from OCLD.

Gunna Babu Gunna Babu has been appointed as the General Manager for Majestic Court Sarovar Portico, Navi Mumbai.

Babu brings with him a professional experience of more than 20 years.

Before becoming part of Sarovar Hotels Pvt. Ltd. he has worked with Clarks Group of Hotels, Fariyas Hotels.

Prior to joining Majestic Court Sarovar Portico, Navi Mumbai, Babu was with Legend Sarovar Portico, Baddi in Himachal Pradesh.

Sunaina Sharma Manerker Grand Mercure Mysore has announced the appointment of Sunaina Sharma Manerker as the General Manager of the hotel. Sunaina comes with over 19 years of hospitality experience. Prior to joining Grand Mercure Mysore, Sunaina was the General Manager at Lebua, Lucknow. She also worked with Le Meridien, Westin, Ramada, Lebua, as well as pre-opening experience with IHG and Alila Hotels and Resorts. She did her diploma from Institute of Hotel Management, Ahmedabad.

Vijay Kumar Tharavath Vijay Kumar Tharavath has taken charge as Director of Rooms at Novotel Hyderabad Airport. He will be responsible for ensuring the smooth operation of guest services, training and supervising the staff for efficient performance to equal business standards for optimal guest satisfaction.

He was previously associated with prominent hotels like Hyatt Regency Ahmedabad, Hyatt Hyderabad Gachibowli, and Radisson Plaza Resort & Spa Kerala, among others.

Sachin Mylavarapu Sachin Mylavarapu has been appointed as the General Manager for JW Marriott Mussoorie Walnut Grove Resort & Spa. With two decades of experience he started in 2002 as the Restaurant Manager at the Callaway-Gardens, Preserve, Resort and Community at Pine Mountain, Georgia, USA, followed by the position of Assistant Restaurant Manager at the Renaissance Hotel and Convention Center & Marriott Executive Apartments at Mumbai. He was last posted as Hotel Manager at The St. Regis Mumbai.

Sushma Khichar Aloft Bengaluru Cessna Business Park has announced the appointment of Sushma Khichar as the new Hotel Manager. With more than 14 years of experience, Sushma has proven to be an effective leader in the Marriott family.

Previously, she has been associated with The Oberoi Mumbai, ITC Grand Maratha and Sheraton Tower Mumbai, The Renaissance Mumbai Hotel & Convention Centre, and other Marriott properties in Mumbai, Chandigarh, Mussoorie, Bengaluru, Lucknow and Sri Lanka.

Abhirup Bandyopadhyay Abhirup Bandyopadhyay has been appointed as Rooms Division Manager at Courtyard by Marriott and Fairfield by Marriott Bengaluru.

He has over 10 years of experience in hospitality industry. He started his career as a Management Trainee at Courtyard by Marriott Ahmedabad and later moved to Renaissance Mumbai Convention Centre Hotel and Lakeside Chalet Marriott Executive Apartments. His last role before joining was as Front Office Manager at Courtyard by Marriott Gurugram.

Pankaj Jha Pankaj Jha has been appointed as the Rooms Division Manager at The Westin Pushkar Resort & Spa. Bringing over 12 years of experience in guest relations and hospitality industry to the role, Jha’s expertise lies in managing and coordinating all room area departments.

He oversees the planning, developing, implementing and evaluating the quality of the resort’s guest rooms and villas.

Jha’s responsibilities also include focusing on growing revenues and to maximising the financial performance of the department.

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Appo intments

Hotel Business Review

Harshad Nalawade Harshad Nalawade has joined Courtyard and Fairfield by Marriott Bengaluru as the Director of Operations. Nalawade has over 17 years of experience in spearheading restaurants, lounges, catering, events, administration, training and guest relations.

Starting his career in 2001 at the Taj Mahal Hotel Mumbai, Nalawade went on to join Marriott in 2003. Before joining Courtyard and Fairfield by Marriott Bengaluru, Nalawade was working as the Director of F&B at JW Marriott Hotel Pune.

Mohd. Saifi Mohd. Saifi has been appointed as Director of Finance for Novotel Goa Resort & Spa and Novotel Goa Candolim Hotel. Bringing with him 12 years of experience, he will be leading the finance divisions for both properties.

He will be responsible for ensuring the uninterrupted functioning of the finance department along with exploring ways to improve profitability.

Prior to this, Saifi was the Director of Finance & Business Support for Holiday Inn, Kolkata and a successful stint at Novotel Lucknow.

Gaurav Anand Gaurav Anand has taken charge as the Front Office Manager of Holiday Inn Chennai OMR IT Expressway.

Anand brings to the new role over 10 years of experience of working with a plethora of 5-star hotels such as Bengaluru Marriott Hotel Whitefield, Courtyard Marriott Pune Hinjewadi, JW Marriott New Delhi Aero city and Courtyard Marriott Agra.

Gouse Shaik Holiday Inn Chennai OMR IT Expressway has appointed Gouse Shaik as its Human Resources Manager.

H av i n g p rev i o u s l y wo r ke d at properties such as JW Marriott Mussoorie, Walnut Grove Resort & Spa, Crowne Plaza Bengaluru Electronics City, Mövenpick Hotel & Spa Bangalore, and Hyatt Hotel Corporation, Shaik believes that the Human Resource Department truly develops and manages a company’s culture. He brings to the new role over eight years of experience.

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July-Aug ’19

Arvind Razdan V Resorts has appointmented Arvind Razdan as Senior Vice President, Sales and Marketing. He is expected to play a crucial role in developing and implementing short term and long-term business plans for the firm.

Before joining V Resorts, Arvind Razdan was Vice President Sales at Royal Orchid Hotels where he was responsible for driving business for the group’s 16 hotels in the north. Prior to this, he has worked with InterContinental the Grand New Delhi, The Leela Palaces, Hotels and Resorts.

Abhishek Mishra Sheraton Grand Bangalore Hotel at Brigade Gateway has named Abhishek Mishra as the new Food and Beverage Director of the property.

Mishra will be responsible for carrying out overall culinary operations, which includes financial, managerial and operational aspects of the hotel’s F&B endeavours.

Mishra has an overall experience of over 13 years that includes managing restaurants, banquet operations and events planning.

Rejoe Francis Rejoe Francis has been appointed as the new Director of Sales for Novotel Imagica Khopoli. In his role, Francis will be responsible for all aspects of the sales, driving revenues and brand strategies.

Francis was associated with Caravela Beach Resort, Goa as the Director of Sales – West India. He has also worked for hotels like Radisson Blu Resort Goa Cavelossim Beach, Radisson Goa Candolim, Novotel Dona Sylvia Goa and Mercure Devaaya Ayurvedic Retreat, Le Royal Meridien Mumbai (Now Hilton).

Prerna Daga The Westin Gurgaon, New Delhi & The Westin Sohna Resort and Spa has appointed Prerna Daga as Multi Property Assistant Director – Marketing and Communications. She has over 14 years of experience in marketing, communications and PR. Her last assignment was with PVR Cinemas– The Luxury Collection, where she was heading marketing & PR for the Director’s Cut and Gold Class. Prior to this, she was part of the hospitality industry for over five years.

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July-Aug ’19

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Vi e wPoi nt

Hotel Business Review

“OTAs have major impact on the Hospitality Industry” Sanzeev Bhatia, VP & GM, The Metropolitan Hotel & Spa, New Delhi How you see the past year for Indian Hotel Industry?

Altogether it was a great year as the industry witnessed a double digit growth not only in occupancies but in ARR also. There were many up and downs in the year but on an average it was a fantastic year for the industry.

What were the key influencing factors last year?

Sanzeev Bhatia is a science graduate with a diploma in Hotel Management has an experience of more than 28 years in the hospitality industry. He joined The Metropolitan Hotel & Spa in 2005 as Operations HeadFront Office and was later promoted to Operations Head, Rooms and Assistant General Manager in 2008 and 2010 respectively. He is responsible for overall operations, profitability, growth and creation of unique guest experiences for the hotel along with the constant development of entire team of The Metropolitan Hotel & Spa. 24

July-Aug ’19

Increase in Revpar was the most positive sign in 2018-2019. Though the month of November which used to be the highest season month, was the worst month of the fiscal year and March second half was badly affected due to Indo Pak situation but on the other hand the second half of December which for Delhi hotels was always a lowest business period, Delhi hotels did fantastic business on high rates in this period

How you foresee the current year for the industry?

The year 2019-20 will be an excellent year with a stable government in centre.

Seeing the growth in International arrivals, domestic tourism and corporate travel movements of 2018-19 I am confident of a better growth in 2019-20. The reason for this confidence emanates not only on the high expectations on inbound visitors, but also on numerous domestic factors including the emergence of an aspirational young millennial travellers, revival in corporate and business travel in the country, and rapidly evolving connectivity factor in the country.

There will other multiple factors that will drive the hospitality industry in 2019.

Increased connectivity amongst less popular and newer destinations thanks to the UDAN (Ude Desh Ka Aam Nagrik) scheme by the Government of India and additional flight routes and the launch of operations by airliners to international locations from non-metro and tier 2 towns will drive demand for hotels. Furthermore, Government

initiatives like Smart City, Swadesh Darshan, and Pilgrimage Rejuvenation and Spiritual Augmentation Drive (PRASAD), friendly e-visa schemes and the likes, will also propel business and religious travel.

What are the major prevailing trends?

Rise in millennial travellers who are driving transformation by redefining luxury in the hospitality industry, the segment is up for a change.

Technology will be an essential demand driver. Technology will be at the core of the hotel experience both in room, before and after the trip. This will lead to the development of new concepts and more innovation in the industry and contribute to the emergence of an ever more individualised offer.

How OTAs are changing the face of the industry today?

Millennials are one step ahead in the digital space and are drawn towards hotels and services that meet their technology demands. It is a fact that the appetite to travel and aspiration for certain lifestyles have taken strong roots and that is expected to further deepen in the middle-class Indian in the coming years.

Social networks and in particular TripAdvisor have had a profound impact on customers. This has led to more transparency and, overall, to an improved quality of the services provided by hospitality companies. OTAs have had at least three major impacts on the hospitality industry. First, they have altered distribution channels and consequently taken value away from hoteliers. Second, the notoriety of brands owned by Booking Holdings and Expedia are such that these companies have almost replaced hotel brands. Third, they have built solid relations with travellers. Now, hoteliers have to pay to get access to these customers, thereby leading to a thinner profit margin for the

Vi e w Poi n t former. It is becoming critical to personalise and tailor the services to the needs and preferences of the travelers.

Which market segments have larger potential in future?

MICE segment followed by Medical Tourism and destination wedding hold a lot of potentials and has indeed emerged as one of the key demand drivers. Huge revenue can be created from these segments if marketed effectively.

What are the major challenges for India’s hospitality industry?

Major issues for most of the industries in India are related to multiple windows of clearances, even for the hotel industry.

Hoteliers face regulatory constraint at every step in the process of development of hotels beginning from land acquisition stage (for which laws differ from state-to state) to approval by various ministries & association on various matters.

The process of identifying new land parcels as per the requirement for hotels is a tedious task in India. Compared to international standards, where land costs

Hotel Business Review

accounts for 15-20 per cent of the total project cost, in India this is often in the range of 40-50 per cent. This is also one of the reasons for low development of budget & mid-market hotels in comparison to upscale luxury hotels since budget hotels with lower average rates are unlikely to become viable with such high land cost.

Indian hotels face the continued challenge of shortage of trained employees, especially at the manager and supervisor levels. Most of the companies are falling short of skilled employees for their hotels. Major reason for this shortage is absence of organised training and educational institutes for development of skilled employees like in aviation and other service sectors. Retaining the workforce even through training and development in the hotel industry is a tedious task as attrition levels are too high. One of the reasons for this is unattractive wage packages. Though the industry has been growing at a fast pace, hotel management graduates opt to join other sectors like aviation and catering services where they are paid higher.

The demand for cleanliness should not be a surprise, especially within the service industry. The majority of hotel guests

would happily give up on luxuries and even technology, such as wifi access, than stay in a dirty hotel. Every hotel guest expects good customer service but today’s hoteliers must exceed expectations by being more than just good - they need to be excellent.

Last but not the least the safety and security of International tourists is a must and Industry along with government agencies shall work together for it.

How do you ascertain the market potential for eco-friendly hotels and resorts?

Earlier people were not familiar with eco friendly hotels or resorts, guests preferred luxury and comfort of a five star but now things are changing. People travel much more than they used to. As a result the concept of eco friendly hotels and resorts are coming up.

These days, even hotels are using artificial greenery to attract guests.

They are designed in a way to give maximum outdoor feel and this additional cost may lower the quality of guest experience.

Hotels are using the roof space for solar panels for solar lighting and heating which is a great innovation in hospitality industry.

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Cover Story

Hotel Business Review

MICE: The way forward

Jaipur Marriott

The MICE space is growing at a robust pace and is expected to triple within the next 2-3 years. The proposed new venues at Delhi in Dwarka and the ones to be expanded at Pragati Maidan, New Delhi, Hyderabad, Bangalore, Ahmedabad, Pune, etc is expected to provide a boost to the segment. Hotels and Convention Centres, set up mainly to promote MICE, are acting as enhancers for promotion of MICE. Ashok Malkani takes a look at several aspects of this Industry as well as the future of MICE in India.

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vents can be a daunting task not only for the event organisers but also for hotels which have to ensure that their venues provide the best services to the clients. This is all the more imperative as India’s MICE tourism is, according to a new report by industry body the Federation of Indian Chamber of Commerce and Industry (FICCI), growing at a rate of 8 per cent annually, The report states that economic growth coupled with rapid emergence of India on the global horizon is poised to drive the growth of MICE (Meetings, Incentives, Conferences and Exhibitions) tourism at a much faster rate. India is a late entrant in the segment with a little share on the global scale. Of the total 12,563 international meetings in a year, it hosts only 175 - or just 1.4 per cent to rank 24th worldwide.

The global MICE tourism is estimated to be growing at a compound annual growth rate of 7.5 per cent and reach 1.2 trillion dollars (about Rs 70 lakh crore) by 2023. Asia Pacific region is expected to lead this with 8.6 per cent growth.

MICE activities have a potential for growth and is becoming a focus area in the hospitality industry, putting a pressure on the hotels to deliver.

The hotels have to meet the challenge of fulfilling all the needs of the

Cover Story

organisers.

Nicholas Dumbell, General Manger - Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet – Mumbai, Marriott Executive Apartments, disclosed “Owing to the ever-growing demand in this segment, rooms/venue availability during a good part of the year poses a challenge. Having said that, it only highlights the umpteen opportunities this segment holds for us and our city.

The biggest challenge that meeting planners face while organising MICE events at the hotel is ensuring that the logistics and infrastructure enhancement is at pace with the need of MICE in India. In the absence of a strong networked and ease of access location, India does face stiff competition from certain other developed nations including China where the connectivity supports International Conventions into the country.”

Monal Prabhu, Associate Director Magnifique Meeting, Sofitel Mumbai BKC, adds, “When it comes to organising MICE events in hotels, the principal factor is gauging the needs and expectations of the guests. Each event has its own set of aspects that need to be looked into and it is important that the hotel team understands and executes the same accordingly. The major concern currently with MICE is the short lead time that we have for organising with limited inventory and limited space

Hotel Business Review

to create an extraordinary experience. At Sofitel Mumbai BKC, we have a dedicated Magnifique Meetings’ team that will guide one in creating extraordinary events, custom designed to reflect one’s plans and strategies.”

Manish Dayya, General Manager Novotel Hyderabad Convention Centre (NHCC) & Hyderabad International Convention Centre (HICC) states, “Planning a MICE event requires an enormous level of planning and detailing due to the huge number of attendees involved. The organiser needs to plan the plenary of the entire session, delegate travel from different parts of

Nicholas Dumbell

the world, guest accommodation, diverse dining experiences, along with destination experiences for the delegates.

Opened in 2006, our 15-acre complex at Hyderabad is a very unique preposition.

HICC is the only Convention Centre in India combined with an interconnected 5-star hotel - Novotel Hyderabad Convention Centre. The property’s architecture and size was specifically designed to ensure ease and comfort of doing business.

In addition to closed door meeting venues, the complex also features wellmanicured lawns and gardens for themed, casual networking dinners and social gatherings.

U n d e rs ta n d i n g t h e n e e d s a n d expectations of the client is the core of conducting an event as each client comes with different expectations with regards to the purpose of conducting MICE Events.

At HICC, customisation has been the key to our success so far and we continue to work on closely understanding the nature of each conference, its origin, and attendees’ preferences in order to curate a successful event.

L i a i s o n s a n d co l l a b o rat i o n s f ro m multinational corporate offices, tourism board associations, state and central governments have contributed to the steady growth of Indian MICE market at a staggering rate of 20% per year.

This has brought in a high inflow

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Cover Story

Hotel Business Review

relatively smaller and selected audience.

As far as shortage of Convention Centres is concerned, I would say that the demand for international business events and corporate MICE has increased quite significantly over the year. With demand outstripping supply, the event industry sees a further boom in terms of demand for event spaces. It is a challenge to accommodate this growing demand with venue incapacities during peak seasons.

An efficient collaboration between different Convention Centres or hotels?

There seems to be a belief that Convention brands can assist in this scenario, where Centres are more suitable for MICE activity. each hotel is willing to prioritise needs of The result is that several Convention Centres the guests and guides them accordingly have sprung up recently. The foundation with the best option available.”

Nicholas further elaborates on this by stone for India International Convention and Exhibition Centre (IICEC), the country’s stating “The associations/congresses are first world class official venue that can hold reliable for Convention business because: • Associations are legally required to big events like a G-20 summit, was laid last year and the first phase is expected to be meet at least once (or more) a year.

• They prefer convention centres with completed this year-end, while the phase 2 is expected to be completed by 2024. The large main hall and multiple breakouts/ nearly 90-hectare IICEC has been planned parallel session venues, on-site hotel as a venue that will not just allow India to facilities, convention hotels and academic hold multilateral state events in style but venues.

• Their conventions most often have an also become an option for global convention and exhibition events in the private sector. accompanying exhibition.

• Their meetings often require receptions, But is this concept of Convention Centres being preferred over hotels for organising lunches and gala dinners in the same venue.

• They like to keep their delegates MICE events true? And if so, is there a shortage of Convention Centres? How together under one roof.

Hence these key decision makers different are the meeting spaces provided by the hotels as compared to Convention i.e., professional event organisers from the International/ national association, Centres?

Monal maintains, “Requirements for MICE corporate and agencies prefer to host these events mainly depend on the nature of the huge national and international meetings in event. Convention Centres are preferred for the Convention Centres.

While India has huge potential for MICE events which are of enormous size and which demand a plethora of amenities to MICE business, only few centers in terms cater to the thousands of guests. Meeting of organised spaces are available in the spaces at hotels on the other hand are more country. Some key reasons behind the flexible and can accommodate events which failure to attract MICE amongst Indians demand attention to minute details for a is the lack of world class exhibition and of MICE events to India and thereby it is a challenge to meet this rising demand. MICE competition is increasing and it is the right time for our economy to benefit from the upwards curve. The focus has to be on developing the required logistics, infrastructure, communications and technology advancements in order to cater to the exponential MICE growth in the country.”

Monal Prabhu

Manish Dayya

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Cover Story

Revenue generated from MICE MICE, no doubt, form an important part of the revenue earned by hotels. It is believed that about 30 per cent of a hotel’s annual revenue is earned through MICE. The cuts in MICE spending during the economic crisis affected the hospitality industry but with changing times the MICE industry is once again on the rise.

According to American Express, overall MICE spending of Europe is increasing the most, comparing to Central and South America.

The revenue generated by MICE is higher than that of the leisure traveler as, normally, MICE travelers are covered by their company, whereas leisure travelers usually pay for themselves.

The revenue earned by hotels in India varies. However, it forms a significant part of the total income. So what are the steps that hotels should take to encourage more MICE events in their premises?

Monal states, “The overall MICE segment of the Indian hospitality sector is seen to be growing at a steady 7-8%. Larger MICE hotels in Mumbai generally earns a revenue of 20- 35% from MICE segments. At Sofitel Mumbai BKC, 14% percent of our total revenue comes from MICE events.

COLOGNE, 05. – 09.10.2019

AMAZING

conference infrastructure in the nation to cater to volume of events that the key cities can hold. Another major challenge is the higher taxation policies set by the government due to which we lose MICE business to the neighboring countries Convention Centres.

India Tourism has to adopt a vigorous MICE focused marketing approach to promote India as a MICE destination. In fact, the Conference Industry has eagerly been waiting a one-stop licensing and Visa permit process for the conference organisers that encompass all the local governmental bodies’ requirements. With the Ministry of Home Affairs shortly launching an online module for submission of applications by the organisers of international conferences, it will help boost MICE Tourism by driving awareness to the International MICE community that India is on the world map as a great MICE destination with increased presence of global Hotel chains and more hotel room inventory. Furthermore, it will improve the city infrastructure with upcoming metros and better air connectivity, along with the ease of improvised visa norms.”

Manish says, “With the growing change in the requirements and needs of corporate guests with respect to events and conferences, Convention Centres are certainly a preferred choice for professional events and ones with a large number of guests. Conducting extravagant events requires experienced service teams, specific skill sets and resources that can cater to a large audience.

A convention centre is designed to cater various types of events keeping the overall functionality in mind. Facilities like 65,000 sq. ft. pillar-free venue that can accommodate more than 6,500 delegates at once, offering an uninterrupted view, 40 feet high ceiling for larger than life setups, rigging points with heavy load bearing capacity, six translation booths, organiser suites, 37 flexible breakaway rooms, and a lot more like we have at HICC – makes it easier for any organiser to host an event in a professional and hassle-free manner. This is how a convention centre is different from a hotel meeting space!

Our hotel has been recently refurbished and HICC will also witness cosmetic changes that will help us remain relevant to our guests’ expectations. With these new advents, our endeavour remains to make every guest’s stay and visit to HICC a comfortable one.”

Meet old and new friends.

Priceless networking since 1919.

Secure admission tickets at www.anuga.com/tickets Koelnmesse YA Tradefair Pvt. Ltd. Office # 1102, 11th Floor, DLH Park, Opp. MTNL office, S. V. Road, Goregaon (West), Mumbai - 400062 Tel: +91-22-28715200 Email: info@koelnmesse-india.com www.koelnmesse-india.com

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Hotel Business Review

Normally cities use figures (hotel rooms, number of convention centres, number of restaurants, and airlines) which are important but aren’t unique or as valuable as they used to be. The ease of information accessibility for clients makes this information sometimes unnecessary. It is important to reach out to national and international corporate associations to give them an insight of the diverse functionality available at the MICE venues in India.

At Sofitel Mumbai BKC, we believe in the art of storytelling, wherein we promote our destination and share experiences to attract international and corporate events. Our strength is the loyal clientele who look for an impeccable meeting experience. Hotels must provide a package that caters to the varied needs of guests and accommodate their needs to the best of their capacity at a value for spend. We promote our destination and share experiences to attract international and corporate events. Lastly, our Ranking on the online portal TripAdvisor is a testimony by guests for the quality of product and service on offer.”

Nicholas declares, “The MICE sector accounts for close to 20% of the total business at Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet – Mumbai, Marriott Executive Apartments, in terms of rooms’ revenue alone. In additional to this, the MICE events also bring in substantial catering revenues for the Hotel.

A self-sufficient Convention Centre is just the tip of the iceberg when it comes to selecting a hotel as a good MICE venue.

Today, organisers and business guests seek a lot more than just the capacity of the venue or technology provisions. With a 24x7 lifestyle, business delegates tend to combine work with pleasure and travel along

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with their family.

One of the factors that have significantly contributed to our success has been the integration of local highlights, tours and culture experiences, when delegates visit Renaissance Mumbai. This has made a visit to the Convention Centre also turn into a culture-rich experience, making it fun, educative and entertaining for all. No matter what overall theme or request the guest comes up with for a particular event, our in-house event management team is glad to assist with the execution and deliver cherished memories for every single event we host.

With a variety of settings, flexibility and world class experience for conventions, conferences, exhibitions, meetings and other events, Renaissance Mumbai is one of the most sought after facilities for hosting big life time events. Tier 2 and Tier 3 cities have also been performing in MICE.” M a n i s h b e l i eves t h at l i a i s o n s a n d collaborations from multinational corporate offices, tourism board associations, state and central governments have brought in a high inflow of MICE events to India. MICE competition is increasing and it is the right time for our economy to benefit from the upwards curve.

H e a d d s , “ Th e ye a r 2 01 8 was a n immensely successful year as NHCC & HICC hosted over 1400 events and we look forward to growing our revenue by 12% by the end of 2019. In the coming year 2020, we target to further expand our visibility and footprints in national and international MICE markets. 65% of our total business is generated from MICE. With the significant increase of MICE events hosted here at HICC, which range from culture to art, business and lifestyle.”

Encouraging MICE in India The global meetings and events industry is expected to grow at a fast pace. So how and where can they be encouraged in India?

Monal declares that MICE, has become an integral part of the global hospitality industry. In the recent years India has emerged as one of the most preferred MICE destinations. It is important to do a strategic marketing campaign to national and international corporate associations to give them an insight of the diverse functionality available at the MICE venues in India to promote these segments Both central and state governments are investing in MICE related infrastructure, focusing on increased global connectivity expanding to cities, improved civic amenities, implementation of faster and newer modes of transport and the continued addition of room inventory across categories. There are several To attract international MICE, just building infrastructure won’t be sufficient.

We need better tourism friendly policies, destination awareness promotion, and more importantly, we need to dispel myths about lack of safety and hygiene in India.

One destination which attracts MICE business is Mumbai due to the connectivity and presence of various business verticals and correct target audience. Cities such as Delhi and Hyderabad are performing well in attracting MICE clientele as these cities have large Convention Centres at present.

Nicholas adds, “As per ICCA Statistics 2018, India is ranked 28th worldwide and 7th in Asia Pacific ranking with 158 meetings in total. While Delhi and Mumbai are leading metros contributing to the success of meetings in India, Bengaluru is the upcoming metro which is growing consistently YOY. All the stake holders along with Tourism department should work hand-in-hand in promoting and taking measures in effecting bidding of conventions for India. Most cities around the world that have a convention centres should also have a city tourism bureau focused on selling business tourism.

To be effective in business tourism, these bureaus focus on organisational planning for research and winning business for the city and hence, build the destination and convention centres both nationally and internationally. The fact that no single government entity has been set up with a Business Tourism promotion charter, effectively means Convention Centres are

Cover Story

working stand-alone at this point except for few cities in India.

When we look at the national MICE picture the key halo destinations will be the major cities of Mumbai, New Delhi, Bengaluru and Hyderabad which are predominantly due to ease of accessibility and the current infrastructure. We have seen huge growth in Kolkata and I believe Chennai will become a major player as new hotel inventory opens in 2019. Jaipur, Indore and Lucknow have also grown in popularity and I look forward to seeing how the growth in air connectivity will support these up-andcoming MICE destinations.”

Manish is also of the view that better coordinated and planned efforts between central and state government will facilitate the growth and improvement of international MICE movement in India. “Vigorous participation in global MICE fairs and expos will be the key to build awareness and to showcase what India has to offer. Further, existing hotels and conventions facilities should join hands in promoting India as an ideal MICE destination.

Associations and bodies dedicated to bio-sciences, computing, health-care, textiles and other fields have begun to explore India as a destination for global summits and annual symposiums due to the networking opportunities the country presents, its tourism-friendly image and most importantly, the availability of purpose-built venues like the HICC. In recent

Hotel Business Review

years, we have hosted many conferences and expos at HICC, which are supporting and encouraging the start-up culture and most of these events are full of enthusiasm with a promise of a strong economic curve in the country.

At HICC, we have understood that MICE tourism is a highly dynamic industry as both international and national visitors travelling for MICE events have a specific set of requirements as they come for a diverse nature of events. Being an international MICE venue of this size and functionality, we not only compete with other hotels and cities but with global MICE venues. We are also working closely with authorities, governing bodies, and bureaus in order to promote Hyderabad and Telangana as a tourist friendly destination to attract more MICE business to the city.

As far as destinations preferred for MICE in India is concerned I may mention that Hyderabad has moved manifold in the process of building its global image and is now competing with other metropolitan cities in India.

Future of MICE According to industry experts and analysts the Indian MICE sector is pegged at Rs. 25,000 crore. There are more than 10 new MICE venues coming up in various parts of the country. Can all of them succeed? What is the future of MICE? Nicholas avers, “The MICE segment in

India is fast growing. Today, more than ever, the MICE segment is the most sought after industry. It is indeed the fastest growing segment within the hospitality industry.

There is a huge market for the same with the establishment of the various International corporate houses coming to India. The boost in the Indian economy has seen more foreign investments and there have been many new players in the IT, auto, pharma, and travel and trade sectors.

Also, the penetration of these corporate is on a national level and attracts traders, vendors, investors from all parts of the country. Therefore a lot of the hotels, today, in India provide larger convention spaces and advanced MICE facilities catering to the increasing demand of the customers.”

Manish states, “India is increasingly transcending to a destination of choice for business travellers from across the world.

MICE Tourism is a niche factor contributing to the Indian tourism segment that is leading to a manifold rise in the number of outbound business, luxury and MICE tourists.”

Monal sums up, “MICE has emerged as the most significant sub-sectors of the travel industry for its greater per capita consumption contrasted with leisure tourism, and furthermore its role in growing a destination’s profile as well as incremental traffic through repeat travel for leisure activities, is going to increase in the coming years.” n

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Hotel Business Review

HRM: Heart of the Hotel Industry Human Resource Management is an integral and significant part of the hospitality industry. Since hospitality service is all about providing better services to the consumer, the quality of hotel would depend on the employees, who are considered as brand ambassadors of the property. Therefore, choosing the right candidates and training them is a task that the HRM has to perform diligently. The HR dept. is thus an important segment of the hospitality industry and is essential for efficient running of a hotel. Ashok Malkani examines the tasks of the HR dept and the problems that it has to tackle for smooth functioning of the hotel.

H

uman factor plays an important role in the success of an organisation.

This is particularly true in the case of hospitality industry. When we speak of hospitality industry we normally think in terms of hotels and restaurants. However, according to the Oxford English Dictionary, hospitality means “the reception and entertainment of guests, visitors or strangers with liberality and goodwill.” To ensure that guests receive courteous and proper attention it is essential for organisations to have an effective personnel and Human Resource Management (HRM) department.

This becomes more indispensable in the hospitality industry, since it is a people driven business which relies mainly on satiating the desires of the customers, for its success.

The HR department thus has multifarious tasks to ensure that the hotel staff delivers.

According to Aishwarya N, CHE, Asst.

General Manager – L & D (Learning & Development), Brigade Hospitality Services

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Limited, “the Human Resources department is the conduit between management and realisation of goals.”

She adds, “The various functions of the department are Recruitment and Selection, Pe rs o n n e l Ad m i n i s t rat i o n , Le a r n i n g and development, Talent Management, Performance and reward management, Succession and Career planning, Statutory compliance and labour relations. These functions make the channel of information flow more robust and healthy.”

Pradeep Ghorphade, Director of Human Resources, Sheraton Grand Bangalore Hotel at Brigade Gateway while concurring with the functions of the HR Dept briefly describes some of them thus: Retention – this is ‘the’ need to avoid development of a ‘turnover culture’ which is common in the hospitality industry.

For example, giving an opportunity to the current employees through ‘internal transfers, effective career development plans’ and the like to sustain the employees

Recruitment and Selection – recruiting, screening and selecting staff with the correct attitudinal and behavioural characteristics is an important part of the human resources department Teamwork – the use of cross-process and multifunctional team activities/events Training and development – the need to equip operative level staff with teams wo r k i n g o n i nte r p e rs o n a l s k i l l s a n d managers with new leadership style is another responsibility of human resources department Appraisal – having appraisals in the form of customer evaluation, peer review, team-based performance, and appraisal of managers by subordinates is a responsibility of human resources department Rewarding Quality – a need for more creative system of rewards and payment systems that reward employees for attaining quality goals Employee engagement activities and employee relations – this in turn helps in

Business making individuals stronger and confident along with team bonding Deepika Lohani, HR Manager, Aloft Bengaluru Cessna Business Park, comes up with some other important functions in the form of: • Performance management • Learning and development • Career planning • Function evaluation • Rewards& Recognition • Industrial relations • Employee Personal wellbeing Ragunath C, Assistant Manager Human Resources, Gokulam Grand Hotel and Spa while agreeing with the rest about the major functions of the HR department, adds “The human resource department plays a vital role yet HR neither serves customer nor books business.”

Lizanne Pinto, Cluster Director Human Resources - Bengaluru & Kochi Market, JW Marriott Hotel Bengaluru, avers, “The Human resources department is the heart of the hotel. The major functions of the human resources department is company loyalty, team building, recruitment and selection, on boarding, maintaining a healthy work environment, managing compensation and

Hotel Business Review

benefits plan and record keeping. In a hotel, Human Resources Department is majorly people driven. Human touch is the Key.” Dilshan Karunaratne, Head of HR, Mövenpick Hotel Colombo, adds that HR department acts as a link between the staff and the operations teams.

Bhavani Mani Shankar Dutta, Director Talent & Culture, Novotel Hyderabad Convention Centre (NHCC) & Hyderabad International Convention Centre (HICC), declares, “The HR department of each o rg a n i s at i o n p l ays a c r u c i a l ro l e i n supporting front-end operations. It is responsible for efficient hiring, effective payroll management, statutory compliances, staff induction & orientation, talent mobility and engagement, along with keeping record of staff’s performance, and learning & development. Additionally, we also take care of CSR activities, rewards & recognition for employees and organising employee engagements to keep them motivated and happy.”

Basis of Recruitment The hospitality industry realises the fact that employees are the most important asset of the organisation. So how does the HR dept.

ensure that they recruit the right people?

Do they also visit and recruit people directly from the catering colleges?

Ranjith Premraj, Director of People & Culture, Four Seasons Hotel Bengaluru, disclosed, “At Four Seasons, each employee goes through a four-tier interviewing process including meeting the General Manager or the Hotel Manager as a last step. In each tier, candidates are assessed on certain aspects of our hiring criteria. While qualification and technical ability is required for certain key positions, we believe that many of those skills can be learnt on the job and hence put attitudinal behaviours on the forefront while assessing a potential candidate. In addition, when we hire a candidate, we do not hire them just for the job but for the company instead and as such, we take into account a candidate’s potential for growth, international mobility etc.

It has always been easier for us to hire young talents fresh out of hotel school and mould them our way. 40% of our current work force is young graduates out of school. We hire for direct entry positions and, in certain locations, offer Management Training programmes, where the curriculum allows them to have an industry experience

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Business

Hotel Business Review

Ragunath C

Ranjith Premraj

Bhavani Mani Shankar Dutta

Deepika Lohani

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of one year.

In campus interviews, we spend time to personally connect on an individual level and ascertain what a person will bring to the table. From our experience, a shy and introverted person will have more depth and character than someone who tries to hack a group discussion. If there is a clash between attitude and skills in a hiring decision, attitude will always triumph over skills. Once they join us, we provide them with a platform where people can hone their skills and become the best they can be.”

L i z a n n e d e c l a re d “ H ATS ( H i re fo r Attitude, Train for Skills) is the principle used for hiring associates at Marriott. Required skill set can be taught but having the right attitude in the Hotel Industry is very important. The candidate must have strong moral value and more than anything else have a passion for service.” She added that they asked the candidates to go through a psychometric online test, based on which they were called for interviews.

“We follow Behavioral interviews when it comes to hiring at Marriott. Peoples past behavior in situations is the best indicator of future performance. Candidates are posed with various questions, where they need to talk about real life scenarios and how they acted and behaved in those situations.

When it comes to the more technical departments like Culinary a trade test is also conducted”, she added.

Raghunath, on the other hand stated that a candidate’s communication a n d i nte r p e rs o n a l s k i l l s we re m a j o r considerations for hiring staff.

Bhavani declared that at NHCC and HICC recruitment was done on the basis of qualification, competencies, and knowledge of the job role. “The primary criteria are relevant experience, behavioural interview techniques and analytical tools such as psychometric, emotional and social competence assessments. We recruit people from catering colleges based on their soft skills, industry exposure and basics, technical knowledge, in addition to their qualification,” he added.

Dilshan said that at Mövenpick Hotel Colombo, they had an annual manpower plan based on updates from all teams. He disclosed that they maintained a pool of candidates after sourcing as well, from online job portals, print media, employee referrals and internal job rotations. They also recruited from renowned hotel schools based on theoretical, practical knowledge,

previous education background and job experience.

Deepika averred, “Job type and job role are the key factors that form the basis of each recruitment. There is also a need determine whether a candidate’s motivations, characteristics and personality are appropriate for the role. At Aloft Bengaluru Cessna Business Park, behavioral interviewing is one of the key interviewing techniques used.”

She revealed that as hotel industry had expanded and there was a need for people to play multiple roles and have multiple skills there was a need for them to recruit not only from hotel management colleges, but also from management and aviation academies.

Pradeep claims that one needs to understand the hiring requirements and the candidate’s personality. “Knowing the candidate’s personality will help us clearly define the qualifications we need for the people we want to build our company with.

At Sheraton Grand Bangalore Hotel at Brigade Gateway, The candidates are also screened based on candidate’s fitment to the department.”

Aishwarya asserts that while keeping in mind the skills and competencies, attitude is of utmost importance. “In hospitality, cheerful and happy people, with a caring and helpful nature who have the heart in the right place are the right people. The Hospitality industry is glamorous on the outside, involves back bending work, and getting your hands dirty. Being able to have a smile on the face through all this is the challenge.”

Brand Ambassadors Companies often rely on marketing activities like advertising for building their brand image, not realising that one of the most powerful brand assets of the company are its employees. This is all the more applicable in hotel industry. For the employees to act as the brand ambassadors of an organisation they must feel connected to the brand. So how does a hotel ensure that the employees are able to make the guests feel at home?

What training does the HR dept. impart to the employees?

Aishwarya asserts, “As a hospitality company, how we treat our team members gets clearly passed on to our guests. Every single team member has to be motivated, happy and like what they’re doing. This is what will make them take pride in their jobs.

Business A Happy team will ensure all our guests and members are happy.

“For this training, which is an ongoing process, is necessary. Brigade Hospitality Services Limited has an induction program for new recruits. Impromptu learning happens every day, every week and month.

Formal training is done through internal resources. We use our own Hotels as learning partners, cross training between our Clubs, WhatsApp for English language skills. All our Heads of departments are SMEs (Subject Matter Experts) and they conduct regular learning sessions with their own and cross functional team members.”

Dilshan stated that every recruit went through a Welcome to Accor induction programme that covered key behavioural and service aspects. “Employees at Mövenpick Hotel Colombo are well trained through regular training programs on customer relationship management.”

Bhavani says that to ensure that the employees become the property’s brand ambassadors NHCC and HICC “emphasises on training them to understand a guest’s need, deliver state-of-the-art service and

Hotel Business Review

ensure that they are fully aware of the hotel’s products and services.”

Lizanne declares, “The top three reasons how we, at JW Marriott Hotel Bengaluru, ensure that the employees provide 100% Memorable Experience for our guests are: Engagement – We keep our associates always engaged through the various initiatives like Take Care activities which include a wide coverage in leveraging a healthy body, mind and wealth alike for all associates. This enables them to conquer everything and not settle for anything less than excellence.

Empowerment – our associates at all level are empowered to take decisions to create exceptional memories for our beloved guest.

Talent Development – Tra i n i n g o u r e m p l oye es eve ry d ay to e n s u re t h e standards are not deviated.

I strongly believe that there is no end to learning. In Marriott we focus on developing and growing associates and shaping them into future leaders.

We have a three day Induction programme which is an introduction into the company and the culture of Marriott. We then do a

week of familiarisation about the Hotel and department specific orientation. There is a buddy assigned to every new joiner from his/her department on the day he or she reports to the department.

The training system within Marriott works on the Build, Act & Lead model: Build the base of any new associates who begins his journey with the brand by equipping him with required knowledge bases on Skills, Knowledge & most importantly sensitive culturisation which includes Global Anti-harassment at workplace, Prevention of human trafficking, respect for your own people from diverse states.

Act is when they are instilled with the required knowledge and skill to perform task efficiently, this mainly concentrates on the discipline of the employee.

Lead is to equip the associates with additional responsibility of others growth, leading to self-actualisation and self-growth.

Trainings are conducted across the hotel through various channels of learning which includes Class room session, On the Job trainings, E learning programs available to all associates.”

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Business

Hotel Business Review

Lizanne Pinto

Dilshan Karunaratne

Pradeep disclosed, “In Marriott we believe in taking care of our associates. As the founder JW Marriott said - Take good care of your employees and they will take good care of the customers and customers will come back. We have managers taking RAP sessions with associates on quarterly basis asking about their work and how they are doing at it. We have weekly associate engagement activities to take their mind off work for some time and have fun. High engagement, TakeCare Thursday Weekly activities, Cross exposure training at other Marriott hotels, Cross departmental trainings to understand their operations, House wise competitions, Theme Lunches, Associate Meets, Strong Recognition Program – Wow Cards, well-being activities is what we do at property level to take care of our associates.

There are various trainings for Rank & File and Management associates designed to excel them in their jobs and work etiquettes.

Trainings are done on regular intervals as refresher. It is the foundation of what hotels are built on. Training Hours per associate is monitored and it is also part of our Balanced Score Card. There are trainings like Executive Development Programme and Managerial Development Programme to develop Rank & File and Executive cadre employees to next level in their career.”

Ra g h u n at h ( G o ku l a m G ra n d H ote l and Spa), Ranjith (Four Seasons Hotel Bengaluru) and Deepika (Aloft Bengaluru Cessna Business Park) are all of the opinion that one can ensure that associates act as ambassadors of goodwill by providing them with proper training.

Attrition

Pradeep Ghorphade

Aishwarya N

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One of the major problems of the hotel industry is attrition. Due to this new recruits have to be employed and trained repeatedly to ensure that the guests receive courteous and above par service which will encourage and entice them to visit the property again.

The HR dept. has to gauge the reasons for the employee dissatisfaction and decrease the rate of attrition.

L i z a n n e co n d e s ce n d s “ I n s u c h a consumer-facing industry, having employees constantly coming and going can make it difficult to meet customer expectations. It can also be costly to find, hire, and train new employees. In order to first understand how to keep employees around, you must first understand why they’re leaving. Some of the biggest causes of employee turnover in hospitality could be the following:

• Unclear job expectation • Disconnect with managers • Mismatch between jobs and employees • Lack of flexibility • Toxic or unhealthy work environment • Inefficient communication • Lack of recognition • Minimal growth opportunities S o m e of t h e s te p s w h i c h ca n b e considered to prevent attrition are: • Communicate your vision • Optimise recruitment • Make the interview matter • Improve work conditions • Create a pleasant workspace • Employee Engagement and Recognition At Marriott Properties, the first and foremost Core Value that gets embedded in our blood stream is Putting people First.

It is the culture of the hotels that has helped reduce attrition and attract various Associates from across the country.

Some of the additional reasons given

by Pradeep for employees quitting their jobs are: • Increasing competition in the industry • More Job hopping, as people look for higher pay.

• Alternative career with other industry with better pay due to skill sets what hoteliers carry.

He feels that attrition could be prevented in the hotel if they plan their associate’s shift in a way that they are not over worked by the end of day. At our hotel, Sheraton Grand Bangalore Hotel at Brigade Gateway, we try to retain our associates by training and equipping them, giving opportunities to grow internally within the same hotel, give them internal transfer opportunities, etc.

We also have HR attending departmental meets where grievances are listened and worked upon.”

Raghunath is of the view that attrition is due to increasing number of hotels being set up and work life balance, stress in job.

“It can be reduced by increased salary and compensation, Employee recognition and providing work life balance.”

Aishwarya too believes that attrition is the result of increasing number of hotels and it can be tackled by “focusing on continual engagement and connect with our employees to feel their pulse.”

Ranjith contends that increasing demand of talents, shortage of skill set and the mindset of millennials to wanting to grow instantly are some of the reasons for attrition in the hotel industry.

Business

Family Perfumers Since 1850

“As an industry we should be careful when we recruit the so-called ‘brand collectors’. We need to move away from merely filling positions, and towards hiring the right candidate who wants to join for the right reasons. At Four Seasons Hotel Bengaluru, we are very cautious when we receive job applications from candidates who have not shown commitment or longevity in their previous jobs.”

Deepika believes that one of the reasons is that hospitality aspirants seem to be testing foreign market like Canada, Dubai, etc for more lucrative opportunities. “One of key initiatives of Marriott International to control attrition is the internal transfer policy. Employees are free to apply for any internal vacancy across globe during their career.”

Dilshan declares, “The dynamic nature of the hotel industry, based on various macro-economic factors contributes to attrition in this field. At Mövenpick Hotel Colombo we emphasise on steering employee’s salary focus from monetary benefits to career growth.”

Bhavani concurs with the reasons given by others for attrition. He adds, “Continuing with unhappy talent can be a bigger challenge than being under-staffed. Hence, it is very important to hire the right resources and keep them motivated and happy, which will eventually reduce attrition.”

Compensation Management In the labour-intensive hospitality industry HR helps in setting wages and salaries based on market trends. HR’s payroll knowledge helps employers get the right candidates and retain them. So what are the challenges of compensation management?

Lizanne disclosed, “Compensation management is more than providing a paycheck and cost of living increases.

In many organisations, employee performance relative to organisational goals serves as the basis for compensation.

Compensation programs must consider and value the work of those who provide internal support to the organisation as well as those who directly impact financial results. An organisation’s compensation strategy will dictate the rate and timing of pay increases, which jobs are eligible for bonuses, and the level of competitiveness with similar organizations.

Labour costs often constitute the largest line in a corporation’s budget. In a tight economy, companies are faced with a flat, if not shrinking, pool of funds. The cost of labour is broader than the amount paid to employees, taking into account recruitment, training, turnover, infrastructure and overhead, and the impact of these things on productivity. Multinational corporations must balance the needs and expectations of employees from various countries. Compensation must balance conformity with local laws and customs against global corporate policies.”

Aishwarya adds, “The challenge is in keeping up with paying competitive salaries that both International and Indian brands pay.”

Ranjith believes that not having realistic market data of compensation and benefits is a real challenge for the HRM of hotels.

Dilshan is of the opinion that bargaining power of skilled labour force is becoming a challenge in making compensation decisions. n

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Hotel Business Review

Hotel Lobbies have gone Social !

By Sharmila Chand

H

otels lobbies around the world, more so in India, are providing innovative ways for their guests to hang out, have coffee, entertain and stay technologically connected. Hotel lobbies are now more open and inviting. With high ceilings, alfresco seating spaces, soothing music, and food & drinks, they offer guests a more engaging and interactive environment and open doors to new conversations for guests to network and mingle. The end result is most crucial, they generate substantial revenue too.

The idea of mixing work, socializing, and entertainment, all in one space has caught on like never before. We discuss how the trend is being implemented in different upscale properties across the country as their spokespersons highlight the key features of the lobbies.

Lobby - A Buzzing Spot Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel and Convention Center Yes, it is true that grandeur of hotel lobby gives the right atmosphere for people to

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come and have their meeting and socialize over tea/coffee or drinks. This is an allpurpose venue which is getting popular for networking and entertaining clients in the comfort of five-star hospitality. Luxurious ambience, lounge seating, perfect lighting

levels and the well-groomed associates makes it the right place for our guests to visit and work in a more relaxed atmosphere. At Sheraton Grand Whitefield Hotel and Convention Center, we believe in our core values which are: Welcoming, Assuring and Community. We place our bet on ensuring we provide enough comfort for our guest to open their laptops in lobby, sit together, order a beverage and have access to charging stations. We welcome our community to use our public spaces as per their convenience while we look after their needs.

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield In the last couple of decades, hotel lobbies have become a centerpiece of guest’s experience. In a matter of seconds, the guests soak in the atmosphere and make up their minds whether they like it or not. Therefore, making a fantastic first impression really counts. At Bengaluru Marriott Hotel Whitefield, we call our lobby area as the “Great Room”, which is a concept in itself that extends from the lobby till the bar. This new concept is a

Feature

Hotel Business Review

revolutionary transformation of the public space into a multifunctional space designed specifically for the 24*7 work patterns of a business traveler who is always looking for a smooth transition between business and leisure - “Bliesure”.

With our ‘Great Room’ concept, guests can tailor the use of these marvelous spaces to their own needs, just like they do in their own home. Our great room can easily be adapted to individual and unique needs.

Vikas Kumar, General Manager, The Westin Pushkar Resort & Spa

quality time. Having a multi-functional F&B outlet ‘Perch’ at the lobby lounge that serves up some concoctions along with light food fare, enhances the lobby’s ambience.

Additionally, the soul soothing piano and its master pianist serving musical evenings is something guests find intriguing for a lobby.

Our soon to start venture of star gazing is surely going to take the experience a notch higher.

Harinder Kishore, Director of Rooms at Andaz Delhi India’s Luxury hotels have evolved

leave feeling like a local. The hotel entrance translates the residential character of the neighbourhood into original designs. Unique and clever use of architectural elements like art installations, lighting attract attention to the entrance while complimenting the culture of the neighbourhood. We have created a vibrant luxury lifestyle hotel experience woven into the fabric of the local culture, fueling our guests’ creativity and inspiring them to express their own unique style and passions. Andaz Delhi offers guests a destination where they can

At The Westin Pushkar Resort & Spa, we believe that a lobby is the first real encounter of any visitor/patron with the hotel, keeping this thought in mind, we have designed our lobby to create an ever lasting impression on guests.

Our picturesque property spread across 35 acres of lush greenery is set amidst nature and enveloped in the scenic Aravalis.

Aligned with the same thought, our lobby is designed to resemble an oasis in the middle of a desert that exudes a sense of tranquility that sets us apart from the others.

With an open lobby that allows ample sunlight into the space, we aim to offer a welcoming and refreshing essence to travelers. As the space is not enclosed or constricted by walls or glass doors, it makes for an idyllic spot to socialize with fellow patrons.

Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa Carefully curated experiences have made their way to the hotel lobby. Being a destination property, JW Marriott Mussoorie Walnut Grove Resort & Spa has made its lobby a vibrant spot for guests to spend

commendably over the last two decades. Andaz Delhi – a luxury lifestyle hotel by Hyatt, offers inspiring experiences through the neighbourhood’s rich history and culture, helping guests get to know their surroundings more intimately and

be themselves – a place where they can be their best. We have taken away the scripted hotel experience and given guests a barrier free, seamless environment that is fresh and stimulating for all senses. It’s a place to explore and engage, but, most of all, share stories that ignite the imagination and offer a world of unique moment.

Lobby – A Perfect Hub to Meet, Greet and Eat Most of the hotels have created a new lobby concept called “The HUB” which “integrates the lobby, bar and restaurant space into an area with multiple places for guests to eat/drink, connect, relax and have fun.

Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel With the new transformation of Sheraton brand, we welcome our community to visit us and use our lobby area for their impromptu meetings and networking. There is a transition of lobby ambience from day to evening which makes it a perfect place for our guest to start with meetings over coffee or tea and towards the evening switch to

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Hotel Business Review

“Andaz Delhi offers guests a lobby space which we call ‘The Lounge’ to offer guests a barrier free, seamless environment that is fresh and stimulating for all senses; also having library area to get an insight about Delhi”

cocktails with their business clients. Lighting changes towards the evening making the lobby more relaxing and welcoming. Lobby scent plays an important role to create the right ambience and leaving our guests attached to our brand.

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield For many guests, socializing in the lobby is one of the most memorable experiences they take from their visit. This is a place where they delve into new friendships, discuss stories, share meals and exchange experiences. The lobby at our hotel has also been designed keeping in mind all these factors. It is like a social hotspot that enables groups of business travelers to relax and unwind in a lounge atmosphere, offering intimate tables-for-two, where guests can converse with a glass of wine and enjoy a gourmet treat or even have an impromptu

Marriott Mussoorie Walnut Grove Resort & Spa The very presence of the vibrant lobby lounge ‘Perch’ has been a revelation for us. The concept of a Hub is place that sits perfectly with our initiatives like celebrating Earth Hour every Friday with a professional singer and guitarist to observe the same is a unique experience in itself.

Harinder Kishore, Director of Rooms at Andaz Delhi Our hotel lobby is not just called ‘lobby’, but we call it ‘The Lounge’, where guests can sit or stand while they charge their phones, make a coffee, and enjoy all local treat at the beverage station. Upon arrival, an open and fluid residential-inspired environment allows guests to feel welcomed into a warm, inviting atmosphere. The Andaz arrival experience includes offering local food and beverages in the casual settings of the Andaz Reception and Andaz Lounge as a

meeting or break out discussions. Our lobby integrates and activates a public space to meet the needs of today’s Marriott traveler to combine work, relax and play.

Vikas Kumar, General Manager, The Westin Pushkar Resort & Spa We have two restaurants located at the lobby level at the property both of which are open for all guests who visit the resort.

Mix – The Bar is a lively and soulful affair that gives a new heart to Pushkar’s social scene and Seasonal Tastes, our signature all day diner with interactive live kitchens for guest engagement.

The structural design of our lobby is clutter free and the al fresco seating makes it a perfect place to unwind. Set amidst the scenic beauty of Pushkar, our lobby allows natural light to pour in and envelopes guests in its warmth.

Roopa Singh - Director of Rooms, JW

way to welcome guests and immerse them in each destinations’ unique food culture.

The look and feel of the Andaz Lounge and surrounding areas carries through to the lifts and vertical circulation throughout.

Each detail carries the imaginative, inspiring and holistic part of the entire story of the Andaz brand.

Harinder Kishore, Director of Rooms at Andaz Delhi

“At JW Marriott Mussoorie Walnut Grove Resort & Spa, carefully curated experiences have made lobby a vibrant spot for guests to spend quality time like having a multi-functional F&B outlet, Perch and the soul soothing live piano renditions, not to forget the upcoming star gazing experience” Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa

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Lobby – Open Work Space

Wi-fi is available in nearly every hotel lobby in the world, and in most cases access is free, even if there’s a charge to log on in your room. The desks, computers and printers that used to be in the hotel “business centre” are finding their way into the open space of the lobby. Electrical outlets are no longer hidden behind the curtains or sofas —instead, they’ve become part of the furniture, incorporated into tables and lamps.

Feature “At our property, we believe in our core values : Welcoming, Assuring and Community and ensure we provide comfort to our guests so that they can open their laptops in lobby, sit together, order a beverage and have access to charging stations”

Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel and Convention Center

Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel At Sheraton, we offer complimentary Wi-Fi for all guests so they can use our public spaces for working with their business partners or colleagues. Our teams are geared to look after them while they are engaged in their meetings. Free Wi-Fi is widely appreciated amongst our guests.

We offer open spaces in our lobby instead of closed boardroom set ups. Our guest appreciates the wide open spaces with natural light and easy access to all possible office and audio visual services available throughout. These concepts of open work places are becoming popular and guest choose a change from their office atmosphere and prefer to meet in our lobbies. We are surrounded by corporate hub and our lobby remains popular among the community for such purpose.

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield The ‘Great Room’ concept at the property knocks down the architectural barriers, creating various zones. These adaptable spaces are ideal to work in as they have free Wi-Fi with easy access to the latest technologies and holds an assortment of club chairs and custom-made couches that cater to any seating preference. Additionally, the complimentary Wi-Fi and printer access helps our guests to prep up for their meetings or get some work done between their appointments. The hotel offers private corners and business amenities that make working from the lobby efficient, productive, and enjoyable.

Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa At JW Marriott Mussoorie Walnut Grove Resort & Spa, skillful concepts and executions have helped us to aesthetically lay down the fixings and furnitures.

Lobby – An Entertainment Hub If guests don’t feel like sitting in room to wind down at night, many hotel lobbies now offer giant flat screen televisions and plenty of seating so guests can gather to watch sporting events or movies together. Many lobbies also have “gaming areas” that allow guests to play on.

Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel Our lobby offers large screen televisions where guests can watch sports and get together over drinks and snacks and socialize.

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“It is vital for the design of the lobby to be aligned with the brand’s ethos, hence, the lobby at The Westin Pushkar Resort & Spa is designed around wellbeing of the mind and body”

These lobby TV can also be used to make presentations etc. for any urgent meeting requirements.

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield Entertainment is one of the essential aspects of a lobby and we know just how to please our guests with the right set of music, live sports screening or having games like football for teenagers, adults and activities for kids. The main goal is to offer an activated space throughout the day which suits the need of every traveler - be it a business traveler or guests who are visiting with family for a leisurely time.

Providing the right set of entertainment to the guests effectively yet unobtrusively can enhance the spirit of the holiday and leave the guests with a memorable seamless

exclusive dedicated area for the same called as ‘The Den’ which has all the facilities of entertainment one can imagine. The hotel was specially designed with families in mind and The Den features - an entertainment center and kid’s club that spans over 12,000 square feet and includes a two-lane bowling alley, billiard and pool tables, gaming consoles, library, nap areas and a Market with fresh food and beverages.

Lobby – A Delightful Place to Enjoy Small Bites Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel Yes we make sure guests can order snacks from the lobby bar called ‘Chime’ and we attempt to keep it easy and flexible for our guests to ensure their comfort.

Vikas Kumar, General Manager, The Westin Pushkar Resort & Spa

“At Bengaluru Marriott Hotel Whitefield, we call our lobby area as the “Great Room”, a concept that extends from the lobby till the bar, a revolutionary transformation of the public space into a multifunctional space designed specifically for the 24*7 work patterns of a business traveler who is always looking for a smooth transition between business and leisure - “Bliesure”.

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield

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experience.

Vikas Kumar, General Manager, The Westin Pushkar Resort & Spa We host various cultural events in the lobby on weekends. These programs showcase the magnificent culture of Rajasthan like the kalbelia dance, amongst others.

The strategically designed lobby is lit up with candles that set the tone for the evening for guests to unwind and socialize in. The illuminated space also features vertical gardens and exotic plants that serve as a platform to initiate conversations among guests.

We also have a lobby-host program where the senior management interacts with guests and ensures they feel welcomed and comfortable.

Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa Being a destination resort, we have an

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield One thing that all guests are particularly fond of is easy and quick access to hotel amenities right from the lobby. For their convenience, we at the hotel give them a wide selection of food choices that they can relish right at the lobby. The food that we serve from the Great Room menu are comforting, easily recognisable bar-friendly foods that more substantial, such as a burger, steak, or similar casual entrée.

Ideally, these items are delivered to the guest within twenty minutes of ordering. We also serve small bites that can be delivered within 5 or 10 minutes and which are easy to carry along with them. When it comes to beverages, we serve Beer, Wine, cocktails and most sprits as well as hot beverages.

Vikas Kumar, General Manager, The Westin Pushkar Resort & Spa Our lobby has an appealing combination

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Hotel Business Review

Tips to make State-of-the-Art Lobbies Neeraj Lumb, Director of Rooms, Sheraton Grand Bengaluru Whitefield Hotel • First and foremost, warm service is most crucial to ensure the associates deployed at the lobby make sure the guests are welcomed warmly.

• Secondly, the environment and setting - lobby music/lighting/scent has an important role to play to keep the right energy in the lobby areas.

• Special menu for lobby to ensure orders are served quickly, working high-tea options available so guest do not have to move around too much.

of Mix - The Bar and Seasonal Tastes - the signature all day dining restaurant. The lobby area offers an open seating and meeting spaces where guests can indulge in specially handcrafted cocktails from the expert mixologists or any signature dish of their choice.

Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa Perch, the vibrant lobby lounge is always buzzing and serves from exotic coffee and tea concoctions to alcoholic beverages. The scenic Garhwal range can be enjoyed from the alfresco area while the guests sip on their favorite beverage concoction and light foods.

THE NEW GENERATION OF DISHWASHER • no manual drying • no manual polishing • intelligently connected

Vinod Kumar, Director of Rooms, Bengaluru Marriott Hotel Whitefield • Innovative Culinary offerings • Creative and technologically accessible lobby to keep the guests engaged • Right set of entertainment • Better to use high-quality materials in a clean and simple way, rather than layering lots of design elements to create luxury.

Roopa Singh - Director of Rooms, JW Marriott Mussoorie Walnut Grove Resort & Spa • Having a perfect amalgamation of offerings but not overcrowding the lobby, it also depends on the type of hotel, business or destination • F&B outlets like Perch at JW Marriott Mussoorie Walnut Grove Resort & Spa has been really beneficial • Soulful music renditions suiting the guest moods is always a soothing experience

WORK SMART, NOT HARD!

• no steam escape Dishwashing with HOBART: it couldn‘t be easier! www.hobart-export.com

Hobart India Avinash Singh: +91 9818004147 Avinash.singh@itwfeg.in Razi Haider: +91 9920384666 Razi.haider@itwfeg.in

July-Aug ’19

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F&B

Hotel Business Review

Are Your Restaurants Buzzing?

By Sharmila Chand F&B outlets can be a great asset to a hotel - they present an additional source of revenue, add to the bottom line, and are an attractive feature for guests. Some hotel restaurants are simply an extra venue for guests while others strive to be a part of a city’s popular restaurant list. In bigger cities that are known to have a multitude of great dining options, it can be tough for hotels to keep the local diners’ interest alive.

We talk to experts in F&B hospitality industry and find out how they generate interest amongst local diners for their hotel restaurants and ensure their local guests do not step out to dine. We understand what specific measures they take for the hotel restaurants to keep buzzing and generate revenue as they say the success of food and beverage can make or break a hotel.

Praveen Shetty – Executive Chef, Conrad

Bengaluru

How best to enhance F&B outlets

Praveen Shetty

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Innovative concept based menus – for e.g. at the GOT event, we curated a 5 course meal to represent the five iconic scenes of the series. This was well received by the local market and put us a notch above other restaurants in the city in the culinary space.

Promote local cuisines – having regular pop ups at the outlets to keep the local diner engaged and to offer freshness every time he/she dines with us. For e.g. we have done hugely popular ones like Mangalorean, Kerala, Abhinya Dakshin, Karnataka, Rajyaotsava Sri Lankan.

Pairing the culinary excellence with international wines and spirits - The focus here is to unveil meats & ingredients uncommonly known to the local market. This has been well appreciated, as our guests go back with more information than they came with. We also share DIY recipes with those who join in so that goes back home and try in their own kitchens.

As a brand, one of our philosophies is to stay locally inspired. We introduce rare ingredients to the local market in our restaurants and ensuring that it is sourced from the place of origin.

Fro m a m a r k e t i n g p e rs p e c t i v e – w e have created different mini brand identities to

keep our restaurants at the top of our mind for our customers. From set meal “Lunches at Conrad” starting at Rs. 1000 only at three of our distinct dining restaurants that cater to the corporates located within 4km radius of the hotel, to enhanced activities at the kids zone for Sunday brunch- the only longest brunch in town starting at 11 AM to 3:30 PM and conceptualising mid-week in buffets that highlight innovative grills and roasts complemented by a host of thirst quenching cocktails and more. Promoting concepts like these across social media, radio, digital, print mediums is how we stay connected with our customers.

Tips to Compete With Local Market

Staying relevant and refreshed. It is important for each outlet to have a dedicated marketing and communications planned that keeps the buzz going.

To state a few examples - curating themed dinners around trending topics/international entertainment series, where we take inspiration from the content to design the menu; to conducting a single’s meet up during special occasions for example Valentine’s day and bringing the diverse festivals of India under one roof to celebrate Independence day. These are some of the ways in which we at Conrad Bengaluru is relevant and refreshed in the market today.

Continuous connect with the local media and influencers is extremely important in the day and

F&B age of stiff competition it is through guests who love us that bring us the desired recognition in the market from all the promotions, events, activations done at the hotel. We are happy to see more and more new faces visiting us at the restaurants.

It is our constant endeavour to deliver exceptional experiences complemented by intuitive service. For us each guest is VIP and is extended personalised service. The chefs at the restaurants take keen interest in meeting every single guest to check on his/her dietary preferences and on any particular dishes they would like to try during their meal experience. To taking this a notch further, guests are delighted to receive little takeaways from the heart of our kitchens for example home ground spice pouches from ‘Indian Durbar’, our specialty restaurant.

Rahul Bhagat – Director of Food & Beverage, Conrad Pune

How best to enhance F&B outlets

Have a face for the restaurant - It can be of a Chef, a Sommelier, a Barista or even a Bartender.

Then highlight these faces on every social or print media forum for visibility and to generate curiosity and excitement amongst the local population.

Have a great profile of images of the people

Hotel Business Review

mentioned above and shots of the offerings, unique features and ambience. For example, if your restaurant has PDR, have a nice shot of the PDR as your USP; High Resolution images of the F&B incite the people to visit the place as the guests can relate to the quality of the product.

If possible, have a story around the restaurant that can excite the diners visiting the restaurant.

The story can be around the name of the restaurant, or how the masalas or gravies are made, or around the Chef or even around the Sequence of Service.

Judicious use of social media and print media for visibility - Have a strong MarCom Manager along with a Creative and PR Agency. They help you not only to generate content, but also are strong in channeling them to the right audience so that the content is relevant.

Having a strong Marketing Calendar with well-defined action points for every outlet Whenever you are handling a big F&B operation, it is important that every outlet is treated as a stand-alone and the marketing around the outlet is unique. Thus, it is extremely important to create the identity to the outlets through the marketing plan so that the target audience can be defined.

Rahul Bhagat

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Hotel Business Review

Tips to Compete With Local Market Have a strong identity of the outlet along with its USP. Make the USPs, the talking point and ensure every team member is able to share it with the guests.

Have a solid marketing plan depending on your market segment keeping in mind the socioeconomic set up. Planning in advance will help in planning well and also generating all the content around the promotion.

Have a strong Marketing team and ensure that the content around the restaurant is relevant and is updated as per needs. Diners look for fresh concepts and contents and this can be one aspect that can either make you a preferred destination or just another place.

Chef Anuj Kapoor

Sumit Sinha

Saurabh Bhatnagar

Chef Anuj Kapoor – Executive Chef, The Grand, New Delhi

How best to enhance F&B outlets

Constant Innovation - It is important to have innovation in making even the everyday staples exciting.

Consistency - Maintaining standards through consistency of the cuisine offered.

Focus on Healthy/vegetarian dishes - Guests are becoming ever more health conscious and there’s an ever increasing demand of vegetarian options irrespective of the cuisine that they choose for that particular meal.

Story rather than cuisine based Restaurant Concept.

Tips to Compete with Local Market

Treat the Staff right – In my past experience with some organisations, I have noticed hoteliers/more so restaurateurs get solely customer focussed.

They need to respect their staff to ensure great guest experience. This is a very simple sounding, but very powerful tool that is often ignored. In my experience with several organisations where staff and promoters become one large family; and that care for frontline stewards and cooks is indeed palpable – guests rarely walk out unhappy, your people would just not let that happen.

Specials – Innovative and exciting Day’s specials are a great way to avoid menu fatigue.

Authenticity in Food – Nothing puts off discerning diners than pretentious and non authentic food. If you have Caesar’s Salad on the menu – make sure you put Romaine and not iceberg, and don’t make your dressing with market bought mayo that’s dairy based emulsion and ultra sweet.

Sumit Sinha – Director of Food and Beverage, Crowne Plaza Today New Delhi Okhla

Atul Upadhyay 46

July-Aug ’19

How best to enhance F&B outlets

Out of the box concept and overall experience

- Diners are well traveled today and keep looking out for the venues offering exciting concepts, novel cuisines and great personalised experience.

They look for a wow experience, be it in terms of food presentation, décor or the concept. I read a quote which said-If I can’t tweet it, I won’t eat it.

Hence, to be able to understand what customers wants and delighting them in the best possible way is the fundamental rule in the restaurant business.

Lucrative deals and packages - It is very important to curate interesting promotions and packages along with lucrative pricing to capture the target customers during this time. This would also include Loyalty and Membership programmes as they would form a quintessential part of repeat customers.

Positive word of mouth - Media, Food Critics and Bloggers play a significant role in creating a n i m a g e a b o u t t h e b ra n d a m o n g s t t h e i r followers. Hence, curating experiential for media & influencers relevant to your brand is a great way to give a sneak peak to what the restaurant has to offer to its guests. Since Facebook, Instagram and Convergent Media are witnessing an unprecedented growth, these prove to be great medium to connect with the target guests.

Saurabh Bhatnagar – Director of Food & Beverage, Le Meridien Goa, Calangute

How best to enhance F&B outlets

Hosting Themed Events - acknowledging holidays and special events can make a huge difference in your restaurant’s local footfall, strategically planning for holidays, significant sporting events and other major occasions can bring first-time guests e.g. Goa Food and Culture Festival, Carnival, Sao Joao St. Patrick’s day etc.

Social Media should be kept updated Collaborating with locals to revive the lost flavours and discover culinary secrets. For example, we promote Local flavours through Goan Thaali and organise Friday evenings with best local musical Bands for entertainment.

Atul Upadhyay – Vice President, Pride Group of Hotels

How best to enhance F&B outlets

“In all our Pride Groups of Hotels, apart from 24 hrs All Day Dining, we have a specialty restaurant known as ‘Puran Da Dhaba’ which as the name suggests, promotes Dhaba style food to our guests.

We have created ambiance of typical dhaba so that our guests can enjoy dhaba culture. Also, we promote Traditional Indian Food Festivals like Delhi Zaika, Awadhi Food Festival, Khao Gali etc. in our restaurant every month which are a big draw for local guests to dine in our restaurants and enjoy the different authentic regional delicacies.”

Feb-Mar ’18

Hammer Food & Beverage Business Review

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Management

Hotel Business Review

25 Golden Rules for Pitch Perfect Public Relations

I

By L. Aruna Dhir

The author is a Hospitality & Feature Writer and Columnist for some of the world’s highest ranked Hospitality publications. Her industry writings are used as references in case studies and hotel schools. She is a recognised and national-poll winning Corporate Communications specialist, PR Strategist and Writer. A seasoned hotelier, she loves to present hospitality industry watch, insights, case studies and analysis to her ever-increasing base of global readership. She has over two decades of experience in Hospitality Communications and Brand Management and has worked with some of the best global hotel companies - The Imperial New Delhi, The Oberoi, New Delhi, Hyatt Regency Delhi. Aruna was appointed to the Board of Association of Emerging Leaders Dialogues (AELD), as the second Indian representative and the only woman leader from India.

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entered the hospitality industry in the Summer of ’97. I remember being selected majorly on the basis of my strong media contacts. Of course the other bits and pieces of qualification mattered too, but this was the most important clinching factor. And I was nervous as hell. I was coming from the hardcore nuts and bolts PR background with strong foundation in media strategies and practices and had been frequenting hotels as a restaurants and room guest but now I was going to be entering the world of glitz and glamour and all that sparkle and shine as an insider. The first person I called for help and guidance was a friend who was at that time the Head of PR for the Australian Tourist Commission in Singapore but had been an old hotel hand.

And the first lesson she imparted was about MARCOM and Brand Management. She was absolutely right about her advice that a Hotel PR responsibility encapsulated the area of Brand Management and Marketing Communications with strong shades of Marketing within its fold. Hence, to my base of Corporate Communications and Public Relations skills, I had to add the aspects of Marketing Communications and Marketing and thereby began my tryst with producing internal and external publications, hotel brochures and sales collateral. With hotels I got into conceiving and seeing through marketing alliances with like-minded partners for a win-win outcome that directly impacted the bottomline.

My years of experience in the Public Affairs department of a Diplomatic Mission concretised the knack of dealing with and pitching for a wide array of media talents. On one day I may have been the Media Manager for an aboriginal artist or historian, on the other I would be on the media team of the Foreign Minister visiting the country and on yet another occasion I would be devising a media plan for a scientist from the Health industry. This trained me to look at anybody in a niche position with their unique skills as a prospective media talent. This hands on experience also enabled me to transport this

attribute to the hotels and I began looking at not just the General Manager and the Chefs – often the usual suspects, but also Housekeeping, Engineering and Security Heads, Horticulture Managers, Sommeliers and Technology Team Leads as wonderful media talents who I could effectively leverage in order to garner extensive media coverage for the hotel I worked for.

While at the High Commission, some days the only guest I had visiting was the sparrow on my sill, at hotels I am in the heart of wining and dining a checkered mix of guests ranging from editors & feature writers, bureaucrats, corporate chiefs, country ambassadors to film stars, musicians, artists and sports personalities. Hence, Guest Relations gets intertwined with Public Relations as I go about cementing the hotel’s bond with these special guests.

This has brought in the need to be a good conversationalist, in step with the ongoing trends, to have several interests while being a shrewd Brand Ambassador who seldom passes on a chance to ensnare the mindspace of the relevant publics.

And if I am asked to pick out the single most important trait in my PR quiver then it has to be the skill of writing – plainspeak documents, fancy guest letters, creative content for newsletters, business writing for press releases, manuals etc. So, it would be useful for you to practice your writing skills in diverse ways and bring it to effective use every time an opportunity presents itself, of which there will be many I assure you.

Working in international hotel chains of repute adds the aspect of celebrity management to the PR person’s portfolio.

We must know how to be an integral part of the briefing that involves the security issues and larger mandate about the dos and don’ts while hosting the high profile guest.

As a PR person, the most important thing is to be the perfect foil and know when to be graciously tight lipped about the hush-hush stay or be gung-ho and manage the media interest well in the case of a willing guest. This, indeed, is a tight rope walk that you need to

Management balance yourself well on; as you cannot afford to annoy the special guest or put off the media either; hence delicate, judicious and intelligent handling of the visit is paramount.

The above is, often, in the case of famous guests who are on a private visit or on a pre-scheduled media plan with Z level security. But being in hotels brings in the exciting opportunity to work with wonderful celebrities at close quarters. I remember getting legends like Paul Simon and Goldie Hawn to pose for the Newsletter pages. I have also enjoyed putting on the Chef’s apron and toque on guests such as eminent writer Khushwant Singh and respected danseuse Sonal Mansingh for Celeb cookouts. Then there have been celebrity tennis clinics, cricket matches and golf tournaments that have not only been excellent branding and marketing exercises but have also presented the fabulous opportunity for the other hotel guests to mingle around with the star guest.

With respect to dealing with external publics in an industry like hotels, there is a wide spectrum of people you deal with and they range from a perfectly coiffeured and haute coutured Society Star to the brusque son-of-the soil vendor, both important and integral to the PR playfield. Hence, it becomes imperative to understand the fine cultural nuances and relate with people at their level to, not just take out optimum work, but also establish strong relationships.

You will often hear Management Gurus and Life coaches telling you to dress the part you want to play in work and life.

As a PR Professional with any kind of organisation, you ARE the brand custodian for the company whose personality you represent through yours; and whose profile you work endlessly to up in the minds of its significant partners. Hence, learning to dress in accordance with my work milieu with appropriate representation of the Brand traits has also been an invaluable lesson in the course of my career.

With hotels, a very very important (cannot stress enough how important it is and hence the usage of the redundant double word) aspect of your responsibility area centers around Crisis Communications and Issues Management. Each industry type brings in its own brand of crises and they deal with it in their time-tested methodology, either through a specialised in-house cell or through an outsourced Agency or both.

In hotels, you are the pivotal point in the Crisis Communications team and often, along with your CEO, the face that addresses and

the voice that responds to such a situation.

In my decade and a half long experience with the Hotel industry so far, I have had the opportunity to handle a disparate bunch of crises ranging from a staple pin stuck in the crab cake of a food writer to the untrained housekeeping attendant leaving the dust cloth along with dust in the suite reserved for a renowned Hospitality Editor who was coming to do a special feature on the hotel for an international publication of repute to a well-known TV personality jumping to his death from the tenth floor terrace.

The key here has been to devise the most appropriate crisis communications strategy, put together the right team, issue out the most effective press statement and be available 24X7 to answer questions and corollaries, dispel rumours and rectify incorrect grasping of the case.

In my professional journey from High Commission to hotels as I strode over from the Australian Embassy on to the turf of Hyatt International, the best trait that I came with was the “Fresh pair of eyes.”

Hyatt took a chance with me to bring in an outsider into its team of hoteliers and what I brought with me was a deep sense of curiosity about everything around me, an eagerness to learn all the ropes of the new trade I had entered and keen interest to acquire new set of skills in order to deliver my best shot in the defined KRAs. As such, a lot of people and situations presented themselves as great media stories that I could pitch the media with. The GM who was also an excellent cook and an avid motor enthusiast, the Director of Marketing who was a national level Trap-shooting champion too, the Landscaping Manager who had learned Ikebana in Japan, the Food & Beverage Director who was a travel junkie and a comic books collector, the much-feted and awarded chef who painted his plates with culinary art and came to be called Chef Picasso by the team, the Executive Housekeeper who loved to devour management books as if they were the latest bestseller and always came up with fantastic sound bytes – the hotels have been a hotbed for a trained media professional like me who has been happy to cajole reticent talent into speaking out, gently nudge shy but talented colleagues under the arc light and thrust the mike under the nose of a super-achiever of few words.

Even when I was in college and University I was naturally veered towards interests that involved people. So, whether it was being a

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Hotel Business Review

Quiz master for a handful of seasons or running a weekly column in and sub-editing a Regional Newspaper I was always engaging with people from diverse backgrounds and walks of life.

Later on, as a freelance Feature Writer with several mainline dailies, I got to meet really interesting people who had carved a niche for themselves. Besides being exciting assignments, what all this pointed out strongly to me was that I had a natural affinity towards dealing with people and through my well-honed communication skills – written and verbal – I was easily forging strong relationships and getting the task done in the most effective manner. I guess that’s where the idea of getting into Public Relations germinated.

Anybody who is a somebody in Public Relations will tell you that a liking for people and the ability to communicate with them are the two most relevant prerequisites for a career in Public Relations. Though not just it, as there is a lot more to Public Relations, these two do form the basis of a good foundation.

As a pleasant offshoot, the multicultural environment I have been working in has helped me to assimilate some of the best practices from different corners of the world. Besides the advantage of having worked with some of the strongest hotel brands, I have had the distinct challenge and privilege to reposition an old Hotel brand as a contemporary, top of the line hotel in India and Asia. This by far has been one of the best experiences in my eclectic career path that has enabled me to develop a 360 degree view of the PR & Communications profession and span out my learnings, skill and knowledge to the utmost optimum level.

The point I would like to drive home is that you should welcome professional challenges and tasks that are high up on the difficulty quotient with open arms and be open to change management; adding to

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your professional weaponry quite admirably in the process.

What is fascinating about a Hotel PR role is that it turns you into a first-rate multi-tasker.

In a day’s work you could be addressing a press briefing in the morning, working on a Newsletter or Advertising Campaign, getting involved in the organising of a food festival with the Food & Beverage team or thrashing out the details of a Marketing Campaign with the Sales colleagues during the day, hosting a Lifestyle Editor for lunch, organising a couple of press one-on-ones in late afternoon, catching a quick drink with a hotel guest in the evening and then getting ready to present a hotel event in the late hours.

It is a checkered palate, all the elements of which you must handle dexterously, with aplomb and good results. A tall order but one that keeps you excitedly involved and is highly satisfying at the end of the day.

With hotels you work with a lot of different departments and therefore different functions and business units much more closely than I would think in any other industry. Hence learning about these other functions will also stand you in good stead.

One important lesson is to never pass up an opportunity for internal or external training, whether it is a Sales or Guest Services module being presented by the in-house training manager or attending a Summer University being put together by a panel comprising faculty from established institutes. The academic and learning interlude is not just a pleasant breather but also equips you with attributes to be an emerging professional in a global work environment.

Having enjoyed, thus far, every moment of a more than 25 year long breathtaking roller coaster ride with nail-biting challenges and pleasant-as-a-pie experiences, may I take this chance to share some of the fine things

I have picked up in the course of working with great brands and a greater set of minds and present herewith my 25 Golden Rules of Public Relations 1. Upfront attitude - a high level of honesty, integrity and transparency go a long way, a very long way in your career.

2. Easy accessibility - with technology in your palm and on your fingertips, there is really no excuse.

3. Reliability - you owe it to yourself, to the identity you have carved for yourself and to the brand you represent.

4. Exchange information relevant to new ideas - nurture the media, be nurtured by their exposure to a wide range of issues and develop a winsome two-way information & knowledge sharing street.

5. Give complete information - Tailor make it and often go beyond the brief.

6. From reporter to senior editor, treat everyone with respect - Today’s cub reporter will be tomorrow’s editor.

7. Adhere to timelines, however acute they may be - this may just be the single most important reason that keeps you in news and your competition out of it.

8. Be genuinely friendly and not falsely flattering - believe me when I say that people can see through the sham.

9. Be professional - would you like to be any other way!

10. Always be interested - in people, in issues, in the news, in your job. The six inquisitive men are, then, your best friends for life.

11. Out of the box – Bring a sense of uniqueness to your role, put forth new ideas, look at things and issues from a new angle, develop new approaches – all, mind you, within the overall Company Profile and the defined set of P&Ps; for that is what defines your brand.

12. Brand Image - In all aspects that define you – your physical personality, your ideation, your work ethics and professionalism, your communication skills – be the best brand ambassador of your Company that you can be.

13. Idolize - Develop mentors along the way – your immediate boss, a person you have a dotted line to, the Company CEO, an industry champion, an international whiz kid in your chosen field and keep on injecting doses of inspiration in the course of your work day.

14. Mentor others - Be a mentor to the people you manage or who are junior to you in experience. Be a friend, guide and philosopher to others. Set fine examples and get emulated.

You will be remembered for years and in the

Management most positive fashion.

15. Become tech-savvy – Today we live as much in the virtual world as in the real. Every day some other new technology or a gadget is added to the already exhaustive list. Learn new software, befriend a new gadget. Stay on top of the game.

16. Web 2.0 – Make this one of your strongest allies. Be seen, be heard, be read 24/7 and what’s more, be able to control what is seen, heard or read about you. Tailormake, monitor, regulate and police what appears about your Company on Twitter, Facebook, LinkedIn, Blogs, YouTube and all that is out there.

17. The written word – Learn to write well.

Being in Public Relations, you are often the in-house writer of Press Releases, Speeches, Backgrounders, Talking points, Newsletters – the list is exhaustive.

18. The spoken word – Hone your oratorical skills. Blossom out behind the mike.

There will be several occasions where you will be asked to present yourself on the podium.

Make yourself and your company proud by shining out there.

19. Be a perpetual learner – Graphic designing for those in-house design jobs,

Hotel Business Review

photography or styling or power point presentations or more – keep adding to your skill set.

20. Become a part of the larger pie – somebody wants a business letter written or needs help with their résumé, offer your services; the telephone operators need training on English language skills, pronunciation and pre-set statements, get out there and help; another department needs a hand on their manuals or presentations, be that hand and so on.

21. Tune in the Trainer in you – Media train and nurture the media talent within your organisation – your CEO, the chef, the F&B Head, even the Chief Engineer, the Executive Housekeeper and the Security Head. When media come calling for a wide range of stories, guess who gets asked for the perfect sound bytes!

22. Need for Knowledge – know your industry well; learn about the functioning of the other departments. Being in PR all this information comes in handy when developing your communication capsules.

23. Network – Take part in Industry seminars, forums, panel discussions. Become part of Public Relations Societies, network

with relevant trade bodies, club out with Alumni or Ex-employee associations.

24. Get buck-bullish – Learn to understand the balance sheets, study the annual reports, bring in element of profit protection in your area, negotiate well with the outside agencies when contracting them for PR work.

25. Superman-ly – learn to multi-task (that’s the exact nature of your role after all), wear different hats, learn to beat the stress without allowing it to impact on your efficacy, deliver under pressure and be a positive teamplayer. The sub-title is misleading – this is not superman-ly at all. It is all in a day’s work.

These 25 Rules have stood me in good stead regardless of the fact that I worked in Indian or International companies and had the opportunity to interact with a multicultural, multiethnic and multinational workforce that brought its novelty and work practices to the arena.

I am of the contention that, added to your unique set of experience in your defined work area, these 25 Golden Rules will at best be guiding factors in your work or at the least be pertinent points to ponder over.

And please, don’t forget to always have the “fresh pair of eyes.” n

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Operations

Hotel Business Review

Ozone Washing I

f addition of ozone in hotel & commercial laundry can help the entrepreneurs cut cost by saving on energy expenditure and water consumption, it also has beneficial effects on the environment and health of laundry workers With disinfecting properties of ozone and its resource conservation benefits coming to light, the use of this gas in commercial and industrial laundries gained popularity in the last decade of the last century. It has emerged that use of ozone can help save a lot of energy in laundry. With the addition of ozone to commercial laundries, it is possible to effectively wash clothes in cold water, thereby saving a lot of energy spent in heating water.

The process can also curb the usage of washing detergent and water as ozone enhances the wash process and reduces wash cycles, leading to faster completion of wash loads. What is more, the gentler ozone water cycles can also help extend linen life by up to 25 percent. Cut in usage of chemicals harmful to clothes and reduction is rinse and dryer cycles also work to extend fabric life.

It has also been claimed that ozone-wash water has superior disinfecting properties, killing viruses in just 5-6 minutes.

These are some of the benefits that ozone washing provides the laundry entrepreneurs and helps them cut cost. Many even claim that ozone washing is beneficial to the environment and also the operators who are at risk of exposure to many hazardous chemicals in conventional laundry.

Studies have concluded that ozone

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laundering reduces the amount of laundry chemicals discharged to waste and upon ozonisation soils become more biodegradable.

And as it cubs the usage and storage of laundering chemicals, the laundry workers may feel safer. However, it deserves here a mention that too much exposure to ozone can also be bad for health, especially as it can affect the respiratory system.

But because of its powerful disinfecting properties, ozone-washing could be ideal in hospital laundries as it can curb hospitalacquired infection in patients by killing or making inactive harmful microorganism found in many soiled textiles.

What is Ozone?

Ozone is created when air is exposed to either: ultraviolet light, lightening or manmade high voltage electric arcs. This causes some of the oxygen (O2) molecules to fracture into two Oxygen (O) atoms. These atoms then

combine with other oxygen molecules, forming a molecule of ozone; consisting of a group of three oxygen atoms (O3).

Ozone is very reactive and is nature’s own way of destroying pollutants and cleaning up the atmosphere. It works best in cold water as hot water breaks ozone down before it can perform as intended.

Properties of Ozone Ozone is a gas with a pungent odour that is formed by the breakdown of elemental, diatomic Oxygen (02) and the recombination of a percentage of the oxygen atoms into a triatomic molecule (03). Although normal oxygen, a component of the atmosphere, is a powerful oxidizing agent in its own right, ozone has much stronger oxidizing properties and reacts more quickly, often in fractions of a second, with a wide range of substances.

In addition, it is one of the most effective biocides known to science, better even than

Operations chlorine, bromine and other commonly used disinfectants. Unlike the latter substances, however, it does not form hazardous disinfectant by-products (DBP’s) such as dioxin and nitrites that are harmful to the environment or are toxic to animals and hurnans. Once ozone has fully reacted with substances in water or air, excess gas decomposes quickly to normal oxygen and is reabsorbed into the atmosphere.

Ozone can be generated from two sources: ambient air or pure oxygen.

Because it reacts so easily with other elements and is inherently unstable, it exists for only a short time before combining with another substance or reverting to normal oxygen. Accordingly, it must be generated on-site at the point that it is to be used. Unlike chlorine and other dangerous disinfectants, it does not need to be handled, transported or stored, thereby posing little hazard to personnel at the facility.

F i n a l l y, w h e n u s e d i n p ro p e r concentrations, ozone is an effective corrosion inhibitor, and in the wash room context can reduce the need for substances like chlorine, which are vey corrosive for equipment and fabrics

Ozone Laundry Systems In traditional laundry large quantity of alkali and hot water are used resulting in wash water becoming highly caustic thus damaging linens. Most chemical suppliers explain that this is done to help swell the fibers of the cloth to release the dirt. The fibers do swell but only as a result of the extremely damaging effects such a high pH has on the fabric. Acid must be used to neutralize the high pH before the wash process is complete. The truth is that extremely high pH is required to bring about the creation of OH Radicals from water molecules. One of the Hydrogen atoms gets ripped-off the water molecule and a Hydroxyl radical do ‘dirty’ work.

With ozone laundry, one can create the same OH radicals with a pH of 8 in cold water containing dissolved ozone.

Ozone Laundry Systems use an ozone generator which is usually integrated with existing equipment. Compressed air is forced through a high voltage electrical arc, which results in the conversion of oxygen molecules into ozone gas. The ozone is then dissolved in cold laundry wash water where it exerts its powerful

cleaning action. Because it is so reactive, ozone readily attaches itself to fatty and other soils that bind dirt to clothing, destroying them rapidly. As one of the strongest known oxidizing agents, ozone is capable of breaking down virtually any organic soil into innocuous compounds such as carbon dioxide and water.

Does ozone laundry really work?

The potential of ozone in the laundry industry has led some manufacturers to build ozone-based washing systems and claimed them to be detergentless laundry solution. However, testing consumerreports.org has revealed that at least two such laundry solutions marketed with similar claims – pureWash Eco-friendly Laundry System and Wash it Laundry System – are just true good to be true. However, a report based on the use of ozone laundry in a US hospital shows that ozone laundry really has the potential for cost savings from reduced hot water use. The hospital found that using ozonated water eliminates approximately 75 to 80 percent of hot water use, and the power bill declined by 25 to 30 percent. With such cost saving, it was estimated that the cost of ozone generators could be recovered within approximately two years of their installation.

There are some more benefits when the system is installed and operated. For example, the laundry turns out much whiter, the report added. “You can set towels washed with ozonated water next to towels washed traditionally, and the superior whitening effect of ozone is immediately and dramatically obvious.”

Besides helping to make the laundry more white and bright, ozone also makes the laundry fluffier. The reason for this it facilitates to open the pores of the fabrics. The ozone laundry can be very much helpful in the hospitality industry too by contributing towards guest satisfaction. Ozone laundry can also help hotels to lower their environmental impact and can also lower their operational costs.

Moreover the ozone generators require very little maintenance. There are some small filters that have to be kept clean, but according to the above-mentioned report, overall they perform well without much routine maintenance. n

Mareno ALI Group srl Via Conti Agosti, 231 31010 Mareno di Piave (TV) - Italy +39 0438 4981 mareno@mareno.it www.mareno.it July-Aug ’19

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Hotel Business Review

Elegance Meets Finesse!

Immerse in sensorial delights at Conrad Bengaluru

By Sharmila Chand

A

true oasis of luxurious retreat in the heart of the city is Conrad Bengaluru, for an indulgent reviving sojourn. Ideally located on the bustling MG Road, and nestled close to Ulsoor Lake, the swanky property is ideal for leisure as well as business travellers. I had my tryst of memorable stay marked with warm service, plenty of pampering and outstanding culinary experiences.

As against most urban hotels which are surrounded by concrete dwellings, all of Conrad Bengaluru’s rooms and suites offer picturesque views of Ulsoor lake and greens.

Accommodation Soaring 24 stories above Bengaluru’s Central Business District, Conrad Bengaluru is the second hotel in the luxury portfolio of Global hospitality chain Hilton Worldwide, the first being Conrad Pune.

All 285 Guest rooms, executive rooms

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a n d s u i tes ove r l o o k t h e p i ct u res q u e Ulsoor Lake and feature floor-to-ceiling windows, refined décor, and amenities that promise inspiring stays. Rooms include King Deluxe room, King Deluxe room high floor, Executive King Room, Deluxe Suite, Executive suite and Presidential suite.

The elegant suites include amenities like 1140 sq.ft/106 sq.m expansive living area, bar, study, walk-in wardrobe. Located on a high floor and streaming with natural daylight, the suite offers picturesque views of the city skyline and Ulsoor Lake. Other features include a separate living area with a bar, a powder room, and a study.

In the luxurious Deluxe Suite, do not miss enjoying the glamorous bathroom that features an in-mirror television, besides a soak tub and separate rain shower cubicle.

Defining smart luxury, the suite features coffee and tea machines with pods.

WiFi access, multiple power connections, and plenty of storage space is carefully

designed for long-staying business guests and families on vacation.

The executive rooms and suites include all-day privileges and refreshments at the chic Executive Lounge on the 20th floor

Meetings & Banquets Facilities Conrad Bengaluru provides one of the largest meeting and events spaces in the city. The pillar-less Grand Ballroom, 7,555 sq. ft. and 24 feet in height, adds an extra zing to the business needs and special events of guests. It is the largest and most luxurious space in Central Bengaluru with a dedicated entrance.

With spacious and expansive banquet venues, state-of-the-art technology and personalised service, Conrad Bengaluru is the perfect luxurious destination for residential conferences, weddings, office retreats and bespoke events.

The lobby offers stunning visuals with its elaborate chandelier designed and created

Property

by Czech manufacturer, LASVIT.

Dining – Exclusive Culinary Delights The hotel is poised to host guests to five distinct dining venues that are truly the city’s sought after venues for exceptional and out-of-the-world dining experiences.

Resplendent with cuisines that suitably sum up best of different worlds, synergising with local flavours, discerning diners can enjoy gourmet preparations of Indian, Mediterranean, Asian with heavy influence of Japanese and soulful comfort food. An exhaustive selection of beverages which also feature new world wines, artisan and popular collection of cocktails are on offer along with the signature style of mixologists geared up for all celebrations.

Caraway Kitchen - All Day Dining The restaurant offers cuisines spanning from Asia to the Americas at Caraway Kitchen. Global cuisine is offered at the four live open kitchens from Italy, India, Americas and East Asia with market-style food displays and trendy interiors promising drama, authenticity and innovation.

Indian Durbar - The Fine Dining Indian Restaurant Time-honoured traditional cooking methods, in-house signature ingredients and the most authentic recipes create a true taste of Royal Kitchens across India from Kashmir to Kanyakumari at the elegant Indian speciality restaurant.

Accentuated by the gentle strains of traditional gold leafed, ‘jali’ work in a regal setting, Indian Durbar transports guests to an era of old-world charm and nostalgia. A collection of regional dishes feature exotic curries, tandoor specialties and aromatic side dishes paired with a specially chosen menu of world-class beverages. Guests are not just escorted to their seats but there is also a warm service of letting guests

Bespoke Features • All rooms and suites overlook picturesque Ulsoor Lake • Five innovative and distinctive dining venues • Among the largest meeting and convention spaces in the heart of the city • Dedicated Wellness Floor - Conrad Spa, 24-hour fitness centre, Outdoor temperature controlled infinity swimming pool • 24-hour Conrad Concierge

Hotel Business Review

Suave, Dynamic & Perfectionist Srijan Vadhera, GM – Conrad Bengaluru As General Manager of Conrad Bengaluru, Srijan Vadhera spearheads the hotel’s growth and expansion through innovative and ground breaking strategies. His focus is towards further strengthening the position of Conrad Bengaluru, marking it on the global hospitality map, as the preferred destination for business and leisure travelers in India.

Armed with an impressive two decades of rich experience in hospitality, primarily in the luxury and upscale segment, Srijan sets the stage to take the hotel to new heights with his fresh and positive outlook. Known for dynamic leadership combined with the belief of building teams from within, an adept business development approach and comprehensive knowledge of international service standard procedures, lends the perfect mix for Srijan to lead Conrad Bengaluru to newer, much greater heights.

His knowledge and passion come together to resonate the extensive background in hotel leadership and sales and marketing. Srijan holds a Master of Business Administration and a Hotel Management Degree from Institute of Hotel Management Chandigarh.

In an exclusive interview with Sharmila Chand, he talks about the distinguishing features of the property, his mantra of work and more...

What is the USP of your property?

Conrad Bengaluru is an outstanding property which synergises old world charm with modern comforts in a luxurious setting.

Our luxe lounges, choicest restaurants, resort setting pool floor, signature Spa are well suited for locals as well as travellers.

We are proud to offer the most amazing views from all 285 rooms and suites that overlook picturesque Ulsoor Lake and beautiful Bengaluru skyline located on MG Road, in the heart of the city.

Please tell us about the green initiatives the hotel has taken?

At Hilton, we have a Travel with Purpose program that commits to cutting environmental footprint in half and doubling social impact investment. In lines with Hilton’s 2030 goals, at Conrad Bengaluru we consistently do the following: Donating approx. 20 kilos of newspaper to CARE NGO per week Donating soap to Sundara foundation in Maharashtra, a Hilton India tie up.

From Conrad Bengaluru, approx. 30 kilos a month of soap is sent to them for processing and the same is distributed to unprivileged citizens

Plantation of saplings around the Ulsoor Lake to encourage a go-green attitude

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

While Hilton as a brand turned 100 years old, the Conrad brand in India is still in early stages of its lifecycle. The key focus remains on compelling and disruptive communication campaigns that drive the brand and position it as the preferred destination for those who travel with purpose.

Using a healthy mix of marketing channels is the key, but what’s most important is getting the mix right. Depending on the objective of the campaign, digital platforms on web and app, social media campaigns, email campaigns, and print mediums like prominent luxury lifestyle magazines and popular newspaper dailies are a few of the mediums we use to create an impact.

What distinguishes your property from others in the same bracket?

Location and Intuitive Service. Our guests are discerning and are ones those travel with purpose. The world-travelled

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Hotel Business Review

“The globally inspired architecture of Conrad Bengaluru presents a blend of old world charm and modern embellishments, offering a destination ideally located, perfect for those seeking style and luxury combined with picturesque views of the Ulsoor lake” Srijan Vadhera, General Manager, Conrad Bengaluru. wash their hands at the table. Hence, one gets to see and experience true traditional style of the Royalty era.

Mikusu - Asian Flavours An elegant restaurant is an exotic culinary blend of Japanese, Chinese and Thai cultures, paying homage through a luxuriously crafted ambience and soulful experiences. Authentic, uncomplicated and elegant dishes celebrate the culinary artistry of the East, while chefs allow the intricate flavours of each ingredient to take centre stage. The dishes are imbued with a strong sense of their locale, and come paired with a curated range of exquisite sake and exotic Asian cocktails.

The Lobby Brew - Relax & Recharge Nestled in the lobby, here is your perfect setting for respite and recharge. Whether you are starting your day with a perfect double espresso or toasting over evening cocktails, the pleasing vibes of this chic space is very inviting. The extensive beverage menu makes for an exciting rendezvous, complemented by selective tapas and finger foods meant to satiate every craving, any time of the day. Be here, park yourself in the stylish and comfortable environment as it invites you to snack, sip, share over long conversations.

Tiamo – Indulgence by The Pool My favourite restaurant of the property, ‘Tiamo’ is a celebration of the robust flavours and simple ingredients of Mediterranean cuisine in a resort like atmosphere; charged with live music, pretty cosy corners and stunning views. I savoured the Mediterranean Bistro Classics here under the blue sky by the deck of the infinity pool.

Wellness & Lifestyle Floor Committed to be a complete destination in the heart of the city, Conrad Bengaluru has an alluring dedicated Lifestyle floor with temperature controlled infinity swimming pool, children pool, cabanas, distinguished Conrad Spa and state-ofthe-art 24 hour fitness centre, complete with al fresco Mediterranean restaurant, Tiamo. Offering panoramic views of the city and the landmark Ulsoor Lake providing a captivating backdrop, here is your resort setting to chill and relax in the vibrant atmosphere. n

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guest is typically most inclined towards a world of convenience and inspiring experiences. At Conrad, we offer just that and bespoke experiences tailored to curate an exceptional stay.

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

Aligning with our 2030 goals, we strive to double our investment in social impact and cut our environmental footprint in half through responsible hospitality across our value chain in Bangalore.

Conrad Bengaluru is one of the few first hotels to pilot the Hilton Dining Program. The focus remains on driving greater memberships and increased loyalty for guests to avail the special benefits on dining and accommodation.

Staying true to one of our values, we focus on ‘local’ inspirations in all areas of the hotel. From the arrival experience to amenities in the room and more, we deliver local experiences for guests. This coupled with personalisation after a deep understanding of our guest preferences remains the focus.

Another core focal area is to win guest loyalty and increase the fair share in the market via the Hilton Honors member base. Conrad as a brand is still fairly new to the Indian market. To increase brand awareness, we are frequently partnering with like-minded brands for innovative activations at the hotel.

Lastly, through intuitive service extended by our team of professionals, and offer personalised experiences in a world of style, we own our customer. It is our dutiful responsibility to ensure seamless and inspiring stay experiences at the hotel.

What is the most crucial issue to tackle in the Hospitality industry today?

Many industry stalwarts will agree with me that retention of talented and qualified experienced professionals is a challenge. To overcome this, my personal philosophy is to attract, hire, nurture and grow talent from within by offering exciting opportunities for their future. I am happy to share that this approach has helped us retain top talent at the hotel.

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

It excites me to be responsible for the future leaders. I feel that it is important that leaders of tomorrow are groomed from within the organisation. Leading from the front is stimulating too. For people to collectively come together and work passionately towards a common goal always brings a smile to me. While working meticulously, it is equally important to celebrate the smallest of achievements and successes. These are a few of the very many things that I love.

What has been the most rewarding moment in your career?

A couple of years ago, I trained and employed local village women with skilled labour jobs and offered employment to differently abled from the surrounding village. Today, it warms my heart to see them groomed to be gardeners, security guards, housekeeping attendants and most importantly, successful hoteliers.

How do you de-stress?

A jog on the treadmill, a few squats, throw in some weights. The fitness center is my go-to to make the days better. The fitness trainer at the hotel, Sajin Kumar, a national gold medalist in free weight power lifting drives me to be a better version of myself everyday.

What is your working Mantra, your guiding philosophy in work?

The three magical mantras I follow are Do not accept mediocrity in life.

Do the right thing, for the business, humanity and society.

And always be surrounded by awesome and driven people.

Spa

Hotel Business Review

A Treat for the Senses!

Conrad Spa, Conrad Pune

Conrad Pune offers a wide variety of Spa treatment from Western to Indian therapy catering to all needs from relaxation, rejuvenation to beauty. Conrad Pune is the only spa in Pune that offers treatments using ILA, the British organic range of products. It is equipped with separate ladies and gentleman steam & sauna facilities. The spa also boasts of a relaxation lounge for guests to relax pre & post treatments. In an exclusive interview with Sharmila Chand, Laltlanpari Varte, Spa Manager, Conrad Spa, Conrad Pune talks about the trend, challenges and her own experience of being in spa industry: Laltlanpari Varte is a qualified professional with an experience of a decade in the wellness industry. Having completed her bachelor’s degree in Economics from Mizoram University, she went on to complete her degree in Beauty Culture and Cosmetology, hair styling and beauty therapy and secured a diploma in Ayurveda treatment. She has worked with several established brands across India.

Having started her career with the Radisson Blu, she went on to work with many respected brands such as the Trident, Taj Mahal Palace Hotel, Hyatt Regency. She is responsible for the day to day operations of the Spa & Fitness Centre, research and analysis of the Pune wellness market, co-ordinate with the marketing team to design special packages and overlooks the financial administration of the Spa. The excerpts:

What are the changes you have witnessed in the spa industry?

The Spa is a devoted place to well-being of the mind, body, and spirit. The demand for spa services is relative to personal income, tourism, and other demographic trends, but the hectic pace of modern life has resulted in an increase in the need for these wellness services. The wellness industry is becoming more accessible, more conscious and even more disruptive than ever. Consumer are now concerned with what they consume and what is applied on their body. I have noticed a profound shift in the way people consume wellness. Which was once considered a luxury of life is now being infused into every aspect of daily life – from how people work to how they travel. Businesses are shifting their priorities to focus on wellness beyond the products

is a sheer delight. My passion is giving and nothing sounds better than spiritual healing. I love being a part of this industry and creating new concepts of inner peace.

Your Spa USP?

and services they offer by creating healthy company cultures, putting sustainable business practices in place and collaborating to support the growth of the market.

Current top trends in Spa? Wellness Retreats are one of the top trends I have noticed. Wellness is a personal journey. Wellness Retreats are a mental, spiritual, physical, and emotional experience.

These retreats have a specific focus such as Ayurveda, weight-loss, fitness, detox, etc. which help in enhancing one’s well-being.

What are the key challenges in opening a spa?

Hiring the right Spa personnel can be great challenge in opening a Spa. A service provider needs to be technically knowledgeable but at the same time has to have great interpersonal skills. It is quite difficult to find people who have both skills.

How do you decide the spa menu?

While preparing a Spa menu we keep in mind the following factors – Innovative treatments for the optimum state of wellbeing.

Use of organic skincare and herb based products creating exclusive treatments and unique spa experience.

It is important to keep the menu based on wellness, health and fitness.

Offering consistent services and products.

What do you enjoy most about being a Spa Head?

Being in a spa gives me joy and contentment.

The fast paced and materialistic life that we all lead these days can very easily displace inner elements. Helping people find that balance

Conrad Spa is more of a wellness experience. The experience starts right from the entrance at Level 2, where it is situated.

The lush foliage amongst which the spa stands, the serene pool, the picturesque Kabana (poolside bar), all add to the USP of Conrad spa. And then of course, the right therapy with the right products and the skillful technique delivered by trained therapists adds to the overall quality of healing.

How many treatments rooms spa has and their salient features?

We have a total of 5 Spa therapy rooms – 4 unique individual rooms and 1 Spa couple therapy room. Conrad Spa therapy room is uniquely designed with a very heighted ceiling which lifts the spirit and prompts the guest to think more freely. This could be a rather powerful combination for inducing positive feelings & energy which is one our goal for any guest who visits us.

Also the Conrad Pune Fitness Centre has 24 hour state-of-the-art gym equipped with latest equipments with a naturally lit environment to keep you energized.

Your favourite treatment to offer?

KU NYE MASSAGE - This Tibetan body treatment balances the five elements to restore a harmonious flow of energy and vitality. A blend of five essential oils work together to stabilize the five sensory organs.

Tibetan cupping, kneading and acupressure techniques help release physical and mental tension. Warm crystals and poultices bring harmony from the tips of the toes, to the crown of the head.

Any other point you wish to make?

Wellness of business travelers is at the helm of upscale and luxury hotels off late.

It is interesting to see the awareness in the customers and the clarity of thought in what works for them and their body. They are open to experimenting and trying novel concepts and holistically dealing with mind and body.

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Housekeeping

Hotel Business Review

Housekeeping goes Green conditioner and shower gels. This helps in reducing the usage of plastic tubes/ bottles and the wastage is also curbed,” Rathod said.

Payal Joshi, Executive Housekeeper, Hilton Bangalore Embassy GolfLinks, however, had a slightly different take on the issue.

“Refillable toiletries is a good initiative to reduce plastic pollution but I don’t think it is the best option from hygiene perspective.

Having glass bottles would probably be a better option, like the ones ‘le Labo’ brand has, for example,” Joshi said.

Refillable toiletries, instead of plastic bottles that guests often take away from hotels as souvenirs or with the intention to reuse them, can help reduce plastic pollution, say housekeeping managers

By Jyotismita Sharma

A

fter the news broke that a state in the US has proposed to bring a law to scrap the use of tiny toiletry bottles in hotel rooms in a bid to curb plastic pollution, a debate triggered among housekeeping managers in India on the utility of similar measures in the country. While they differed on the means of reducing plastic pile up by hotels, no one denied that the hotel industry needs to rise up to the call of mitigating the effects of climate change and limiting the use of plastic.

For they know that the plastic bottles used in hotels – including those tiny toiletry bottles that guests often take away from hotels as souvenirs or with the intention to reuse them – often end up contributing to the plastic pollution in the world’s oceans which has become a major global challenge.

In fact, according to an estimate by the United Nations, more than 8 million tonnes of plastics flow into the oceans each year.

According to Smita Rathod, Director of Housekeeping, Pullman & Novotel New Delhi

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Aerocity, replacing the plastic toiletry bottles with refillable dispensers can help curb the use of plastic. An emphatic “yes” was her answer when asked if hotels in India should also scrap the use such bottles.

“Many hotels are using small dispensers mounted on the wall filled with shampoo,

Smita Rathod

Beyond Toiletries The overwhelming consensus among housekeeping managers is that while it is a good move to reduce the use of plastic in the body lotion, shampoo or conditioner bottles kept in the hotel restrooms, more such initiatives are needed to curb the generation of plastic waste by the hotel in industry in India and worldwide.

Some hotels have already implemented many such important measures directed at crafting a ‘cleaner’ future for the humanity.

Pullman & Novotel New Delhi Aerocity, for example, has done away with plastic water bottles in the banquets of the hotel.

Instead of using plastic bottles, it has started offering water in glass bottles. Similar measures have also been taken by Hilton Bangalore Embassy GolfLinks.

“We are also working on removing all plastic water bottles and replacing them with glass bottles wherever possible. The garbage bags that we use in the hotels are bio-degradable,” Joshi said.

“We at the hotel have been constantly working towards reducing plastic waste.

We have introduced guestroom amenities which have eco-friendly packaging which eliminates the use of plastic completely,” she added.

Rathod informed that Pullman & Novotel New Delhi Aerocity discontinued the use of plastic materials such as paper straws and

Housekeeping

Payal Joshi wooden stirrers at the hotel.

Speaking of other environment-friendly measures, she said that the hotel recently introduced “Winnow” a food wastage management system.

“It is the most accurate and profitable way to reduce food waste in the kitchen. It offers improved data accuracy by validating each food waste entry and by providing richer insight to help the teams reduce waste,” she said.

“Not only this, it helps us plan better for our upcoming events and minimise food wastage. Further, we use coffee grounds as manure and compost are used to convert peels, etc into manure,” she added.

Eco-friendly products in Housekeeping Environment consciousness has seeped in

the department responsible for maintaining cleanliness and hygiene of hotels as use of eco-friendly products is no longer the exception in hosekeeping operations.

“We are using recycled water from STP (sewage treatment plants) for flushing in all our 670 rooms and public area,” said Rathod of Pullman & Novotel New Delhi Aerocity.

“Further, we are using Diversey cleaning products that are eco-friendly. Herbal incense sticks are used in landscaped areas of the hotel for preventing mosquitoes.

Room linen for long stay guest is changed every alternate day and for that tent card is placed in the room. This saves a lot of washing and water in turn,” she added.

Speaking about other environmentfriendly initiatives at the hotel, she informed that the laundry bags that are used in the hotel are already non-woven. “The plastic garbage liners are no more in the rooms and we are already having bins with dry and wet garbage separators,” she added.

Similar measures have also been put in place at Hilton Bangalore Embassy GolfLinks, according the Executive Housekeeper of the hotel.

“Environment consciousness has brought a lot of changes in the type of products used in a hotel. Cleaning chemicals are eco-friendly, guest room toiletries are packaged in eco-friendly or bio-degradable packaging and pest control chemicals are herbal based,” Joshi said.

Some Environment-friendly Initiatives by Hilton Bangalore Embassy GolfLinks • Conserving use of water and chemicals by giving the option of linen reuse for guest rooms • Glass bottles instead of plastic bottles in the F&B outlets • Use of bio-degradable garbage bags • Building (peripheral lights) illumination is kept for stipulated hours • All the restaurant and reception areas lights have been kept for seasonal hours (like morning, afternoon, eve, late evening, night, etc.)

• All halogen spot bulb in the guest rooms were changed to LED • Motion sensor for lighting has been fixed in all public rest rooms • Building Management System installed to utilise optimum level of HVAC (heating, ventilation, and air conditioning) system • Water-saving aerator tap has been installed in the guest rooms • Sensor taps have been installed in public rest rooms • CFC free gas is used for A/C plants which is not harmful for ozone layer • Sewage treatment plant, recycled water used for cooling towers, irrigation and flush lines (As told by Payal Joshi, Executive Housekeeper, Hilton Bangalore Embassy GolfLinks)

Complete range of Cleaning Chemicals

For Laundry

• SUPER BRIGHT-HD-ULTRA For removing oil/blood/grease stains.

• SUPER BRIGHT-WHITNER

To improve reflectance of both coloured as well as white clothes.

• SUPER BRIGHT-OPAL

To clean heavily soiled fabric & imparts high cleaning properties.

• SUPER BRIGHT-FABRIC SOFTENER

With anti-static properties, it improves the whiteness or brightness of clothes.

• SUPER BRIGHT-SOUR

Removes excess alkalinity, chlorine & detergent from the cloth.

For Housekeeping • CRYSTAL

Ready to use liquid glass cleaner.

• SANITEX

Sanitizer cum floor cleaner.

• TILEX

For tile cleaning.

Available Concentrated range for Glass /Floor / Toilet Bowl Cleaning.

Also available liquid cleaner for Dish Wash, Utensils, Crockery and for anti-germicidal treatment.

Ask for our detailed catalogue having information of 100 plus cleaning chemicals.

NAVIN POLYCON

Delhi Off.: 81, DSIDC Sheds, Scheme-I, Phase-II, New Okhla Indl. Complex, New Delhi-110020, Phone: 26387377, 26386392, 26386507 Fax: 011-26386063 Mobile: 98102 59863 E-mail: navinpolycon@rediffmail.com www.navinpolycon.com Agra: M/s. Camex India, Ph.:0562-2620720 / 6541904 Mobile: 9837077627 Contact: Mr. Sachin Jain Bangalore: M/s. Celestial Health Care, Mob.: 09343047197 Fax: 080-5504757 Contact: Mr. John Brito Calcutta: Ph.: 033-24554959, 24551558 Contact: Mr. Vipul Jodhpur: M/s. Chemtech Corporation, Mobile: 09829188885 Contact: Dr. A. Hussain

July-Aug ’19

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SERVING THE INDUSTRY FOR OVER 2 DECADES

Housekeeping

Hotel Business Review

Water Damage Control in Hotels What appears to be a common water seepage problem can also structurally damage and weaken the property and the best damage control solution is to have the establishment in good repair at all times through a meticulous water damage mitigation programme

T

he sight of water damage is so ubiquitous that many assume it to be insignificant. However, the reality is completely different. Left unrepaired, even water seepage and leakage could spell major damage to a property, causing financial loss to owners not only in terms of incurring unnecessary maintenance cost but also by robbing them of their most valued customers.

What appears to be common water damage can also structurally damage and weaken the property — wood rot, peeling paint, and facilitating mould growth — significantly lowering its value in the realestate market, damaging its reputation as a comfortable destination, and interrupting regular operations.

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An unrepaired leak originating on the hotel’s roof can put at stake the life of ceilings, walls and flooring underneath, besides electronics and the personal belongings of hotel guests. It can affect electrical wiring, creating a potential fire hazard.

In fact, as is the nature of water, a small undetected leak can quickly slide down through a building, charting its own routes in the course and travelling a great distance from the original source, making it difficult, if not impossible, for repairing personnel to detect.

The loss that such a leak may cause is humungous. For example, if a corroded pipe on top floor of a multi-storey building goes undetected, the damage can extend

to several floors and make a hole in the pocket of the owners.

Moreover, people are today aware that a damp room poses serious health risk and therefore not worth their money. It is likely that they would prefer a small neat accommodation with good indoor air quality than a damp luxurious suit with visible mould growth and invisible colonies of dust mites.

Sources of Hotel Water Damage Sources of water damage are hardly any different for hotels from residential or even office building. However, certain buildings that are located in areas that receive high rainfall and flood are more vulnerable to water damage. The roof on a building

Housekeeping

collects a lot of water, and inferior designs and downpipes can result in leaks. Moreover, to prevent blockages and overflows, which can escape back into the building, adequate maintenance of roof rainwater services is considered a necessity.

Severe storms and flooding are powerful sources of water damage even in most well-designed and well-maintained roofs and buildings.

Secondly, the sophisticated plumbing hook-ups that are required today in view of the multiple high-tech appliances such as washing machines, coffee machines, refrigerators, ice machines, etc., can also be a potential source of water damage as they can cause leaks when installed improperly.

According to leading global multi-line insurer Zurich Insurance Group, grey/foul waters tend to present intermittent leaks, which can slowly build up over time, as these types of appliances are not in constant use.

“Sprinkler piping and pump sets operate at high pressures, so any break in a line can give rise to rapid loss of large volumes of water,” it said.

Sewage backup can also cause hotel water damage, contamination and potential health hazards.

Thirdly, facility systems in a hotel can also be major source of water damage.

Plant rooms, boiler rooms and HVAC installations bring additional large volumes of water into a building and any leak in these systems can result in extensive water flow throughout multiple floors, especially if these systems are located on the top floor or roof.

The water supplies in some areas

Hotel Business Review

co nta i n ce rta i n m i n e ra l s , w h i c h ca n increase the corrosion rate of the water and make pipes and appliances vulnerable to damage.

Fourthly, the basement can be major cause of concern because if equipment is stored in a humid hotel basement or the hotel has a damp crawl space; moisture problems may cause water damages throughout the facility.

In such cases, suggestions of professional basement waterproofing contractors can be sought.

critical and expensive equipment in the hotel as even spillage of water can damage that equipment. The next step is to identify the source of this leakage and fix it.

Roof Inspection: As already mentioned, a well-maintained roof plays a very important role in arresting water damage. Besides regular maintenance, roofs must be inspected after rains and windstorms for any damage and if identified get it promptly repaired. But make sure that the roof is closely inspected -- the flashing, drains, downspouts and roofmounted equipment such as antennas or satellite dishes.

Strict Maintenance: Excessive wear and tear can cause water damages and the key to avoid it is to have a strict maintenance schedule for the building and equipment and also follow it.

Eye on Nearby Construction: Besides your own building, preventing water damage also requires one to keep an eye on the new constructions and renovation projects nearby as debris from construction projects and landscaping can also clog drains during heavy rains.

Emergency Response Plan: Having an emergency response plan can help deal with a real situation of water damage better, by limiting response time and also the extent of damage. According to Zurich, “This written plan should include details on what to do in the event of a leak or liquid damage, a repair vendor phone list and the designation of one person in authority to oversee the process.” Besides these, a more comprehensive plan may include determining an evacuation and shelter plan; training staff for emergency situations; investing in backup power and communication systems; protecting business data and carrying adequate business interruption insurance. n

How to Control Water Damage At times, hotel water damage restoration can be very expensive and therefore the best damage control solution is to have the establishment in good repair at all times though a meticulous water damage mitigation programme.

Check Expensive Equipment: Such a programme can start with the check of 

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Hotel Business Review

Water Saving Urinal

CERA, India’s trusted brands in sanitaryware, faucets and tiles, has launched a futuristic and innovative water saving urinal - CERA CORE. The core of the design idea of this urinal stems from the water scarcity which looms over many cities in India.

CERA’s designers conceived the concept of a threein-one product, viz, urinal with integrated wash basin and together with it a sensor tap. The water used for washing the hand is channelized for surface cleaning and flushing of urinal. On an average 2 litres of water is used by a person per use - including flushing and washing. Compared to this, CERA CORE urinal uses just 400 millilitre of water, thus saving 1,600 millilitres per use.

Installation of this urinal in public wash rooms will result in substantial saving of water - close to 6 lakh litres of water per annum, in a washroom visited by 1,000 persons per day, not to speak of other consequential savings like energy.

CERA CORE urinal uses very simple innovation to solve an everyday water issue.

Cera Sanitaryware Limited pks@cera-india.com

Cleaning Solutions InterClean Solution Pvt. Ltd. is one of the most proficient manufacturers, traders and suppliers of chemical products.

Since the inception in the year 2013, company offer a wide range of best quality chemical products like hand cleanser, carpet care, glass cleaners, marble cleaners, kitchen cleaners and specialized care chemicals, all detergent raw material and many more.

These products are used in making of shampoo, liquid, hand wash preparation. The extensive domain knowledge and experience enable company to understand the needs and demands of the consumers due to which they are capable to deliver such quality product range in the market.

Located at Gurugram, Haryana, India, they have a highly developed infrastructure that is equipped with all the latest technology and organized in a very systematic order. Moreover, they have a team of skilled professionals whose wide domain knowledge led them to deliver the best products and customized services in the market. They ensure that the products are best in quality and checks are made thoroughly the entire production process. Hence, they are endeavoring to serve consumers with the best quality products by fulfilling all their needs and demand.

The Company has become a true FMCG company having a huge range of products ranging from personal care products to corporate care, to household.

InterClean Solution Pvt. Ltd. info@interclean.in

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P ro d uct Previ ew

Invisible Housekeeping

Behind impeccable clean hotels is the eagle eyed housekeeping department and its management. Good Housekeeping is essential to safety and good health of the people.

Adding value, style and convenience to good housekeeping are compact housekeeping carts and caddies. Mehta Furnishers is a leading supplier of Carts & caddies which are essential in hospitality businesses around the world.

The Carts & caddies allow housekeeping staff to bundle fresh and used linens, guest essentials, chemicals and cleaning utensils, all organised in one unit. Highg ra d e c a s t o r s chosen as per their application make movement of Carts effortless w h i c h a re a l s o designed and sized to fit into the standard size elevators. With the possibility of multiple models, one is sure to find a maids’ cart to work as per the requirement of their purpose.

The carts provide value for money for the efficiency they deliver. The products are made with edge protectors for professional jobs. The range offered from Housekeeping carts, Mobile Caddies, Baskets and Hospitality products.

The carts and caddies are made to work as all-in-one units for the best of convenience and situations. Carts are designed to take care of customer’s requirements with bumpers, lockable doors, additional storage, operational needs and variety of desired features that add value to the style and smile to good housekeeping.

The company also make Mini bar-replenishment Carts, Linen and Luggage Carts beside Housekeeping Baskets and Strollers; Bins, Trays and several accessories by combining Wood, Cane, Wickers and Metals. Products are compact, maneuverable and practical; offer visible support for disturbance free housekeeping, provide upmarket ambience and are essential to safety and good health of the people these are made for.

Solid steel structure, durable block-board cabinet for linen and amenities, robust shelves, sturdy bars for handling and moving, hardwearing-coated fabric bags in choice colours with covers, heavy-duty non-marking pu-castors for effortless carting and breaks for parking, edge-protectors on all customary carts go a long way in building trust of the company.

Mehta Furnishers mehtafur@gmail.com

Pr odu c t Prev i ew

Hotel Business Review

Transportation and Holding Solutions

ScanBox supplies ‘hot and cold transportation and holding solutions’ for a variety of commercial kitchens including a star-rated Michelin restaurant, hotel establishments, catering companies, hospitals or even airline catering companies around the world.

ScanBox Banqueting and Catering carts have been manufactured in Sweden for the last 25 years. The company adheres to the highest standards using the latest Scandinavian technology for the production of holding and transportation carts. The units are built around the needs of the busy chef whose main aim is to be efficient in the kitchen and most important of all, is to deliver quality food at the right temperature every time. The focus on ergonomics, safety, heavy duty operations and ease of operation is unrivaled.

ScanBox is the perfect robust and yet lightweight unit for transporting food products, whether hot, cold or ambient. The product is designed around a flexible and modular concept. This allows for a wide product line, beyond what is found in the market present. The units are up to 50% lighter in weight than any other commercial hot-box in the industry which are generally made of heavy steel material.

The design is aimed at producing a versatile and lightweight product range using two strong components – anodized aluminum on the inside and plastic laminate reinforced by excellent impact-resistance fiberglass material on the outside. ScanBox units are therefore easy to transport and maneuver in any indoor or outdoor situation.

The units work on a ‘single-phase’ electrical connection, which means the units can be used in remote areas with ease. In addition, the 30mm insulation holds the temperature, without the need for electricity, for up to 5 hours.

ScanBox have paid attention to the exterior aesthetic of their product which comes in various colour options. Logos and special designs can be added.

ScanBox paul.micallef@scanbox.se

Guestroom Supplies Established in the year 1975, “Modern Cosmetic I n d i a ” i s re c o g n i z e d among the noteworthy manufacturer and exporter of a broad assortment of Hair Shampoos, Bathing Gel, Herbal Shower Gel etc. The company also deals in third party manufacturing and contract manufacturing of products. These products are manufactured with modern technologies and skilled workforce.

Due to their optimum quality these are highly acknowledged by their clients. To cater the bulk order requirements of the offered products, they have developed a highly efficient infrastructure unit at their premises. All units are operated by experts, who are well-experienced and versed in their respective domains. Furthermore, the sound storage capacity enables them to keep ready stock to meet the bulk and urgent requirements of the clients. As a result of quality assured products and timely delivery schedules, they are able to build a huge client base, sprawling across the market. They also export products in Oman.

Modern Cosmetic India moderncosmeticsindia12@yahoo.com

Advertiser’s Index Company

Page No.

Company

Page No.

akasa international

33

navin polycon

59

aNUGA 2019

29

nextronics pvt. ltd.

41

home comfort texo fab

14

pushkal textiles

35

home zone india

45

QUARTZ HOMECARE (I) PVT. LTD. bc

IFB INDUSTRIES LTD.

11

R R SALES CORPORATION

12

infinity hygiene care

16

RANS TECHNOCRATS (iNDIA) PVT. LTD.

17

itw india pvt. ltd.

43

remington steel arts

62

kesri transcontinental

01

sial india 2019 FIC

LA SCENTEUR FRAGRANCE TECHNOLOGIES PVT. LTD.

07

S. K. INTERNATIONAL

laxmi brush company

18

STACKWELL 51

loomcrafts furniture india pvt. ltd.

05

snoozer bedding ltd.

23

Vedic Aroma Lab

37

25

mastech services

49, 53

mehta furnishers

15

whirlpool of india ltd. bic

modern cosmetic india

10

winterhalter india pvt. ltd.

modi woodspace pvt. ltd.

09

13

July-Aug ’19

63

Intervi ew

Hotel Business Review

A Seasoned Hotelier!

Vinesh Gupta, General Manager, The Den Bengaluru

Vinesh Gupta is a seasoned hotelier with close to three decades of experience in the hospitality industry. He has worked with well known hotel chains like Starwood, Shangri-La, The Leela Kempinski and Hyatt, along with Taj Hotels Resorts and Palaces. Vinesh spent 3 years working in Seychelles with Hilton managing the Labriz Seychelles Resort. Prior to joining The Den Bengaluru, he was with Moevenpick Hotel and Resorts Bengaluru.

In an exclusive interview with Sharmila Chand, he talks about the distinguishing features of the property, his mantra of work and more...

What is the USP of your property?

The Den Bengaluru is the first Millennial Luxury Hotel conceptualised on its Brand Values of EAT–WORK–SLEEP–PLAY. The design of the hotel is unique with trendy dining concepts having indoor and outdoor spaces, theater style sitting ‘Arena’- specially designed focusing on training sessions; casual ultra-comfortable private cinema experience ‘The Cave’; A millennial gaming zone ‘Playhouse’ which offers over 80 digital video games for one-two players, a separate playstation room for gaming enthusiasts, a pool table, chess and tables of Pac man.

What distinguishes your property from others in the same bracket?

Our property has brought many ‘firsts’ to India. We take pride in having a 70 seater step down auditorium, one of the first in the country and a small cinema inside the hotel to keep the guests engaged after work hours as there is not much to do in this region of the city i.e. Whitefield.

Ours is not a standard hotel, our mission is to create a homely feeling. We have incorporated virtual reality even in our game room. The whole idea is to create an ecosystem where people love to hang around in the hotel.

We have outstanding resource, in terms of space and skilled service for all kinds of events – corporate or social. We have 15000 sq. ft. of indoor and 15000 sq. ft. of outdoor banqueting space. We are getting positive response for weddings and socials as our property has distinguished decor ideas coupled with extensive warm service.

Banqueting / events/ catering generate our mainstream revenue.

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Our property is a significant Wellness Retreat as we also have our own spa brand called ‘Sanctuary’ with a lot of focus on Natural therapies.

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

We are a tech savvy hotel so we are very active on all digital platforms. We organise personal marketing meets for National Brand Awareness, Concepts & Quality based marketing.

What would you say is the ‘Differentiating Factor’ of your F&B outlets?

We are very popular for our F&B than any other hotel in Whitefield. Room revenue and F&B revenue is almost a 50:50 business mix, unlike earlier where it was a 70:30 ratio. With room revenue, the footfall in F&B has also increased dramatically. We see lot of local clientele who like to come and try our cuisine.

Especially at our rooftop restaurant Layla - the authentic Mediterranean restaurant located at 21st floor, it’s a picturesque restaurant, known for it’s innovative, healthy and low-calorie cocktails and sous-vide dishes. Our other all-day-dining restaurant, The Creek offers live cooking stations along with other star facilities

What is the most crucial issue to tackle in the Hospitality industry today?

Trained/Professional Manpower, retaining the workforce even through training and development in the hotel industry is a tedious task as attrition levels are too high.

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

There is never a dull moment in my work.

Every day brings in fresh ideas, reason to be happy and a mix of challenges which keep me going.

What has been the most rewarding moment in your career?

I was the youngest Indian GM appointed abroad Introducing and establishing a new brand - The Den to Indian market.

How do you de-stress?

Like they say, ‘Having a dog will bless you with many of the happiest days of your life’ and here, I have two dogs. I de-stress myself with cooking something innovative for them and taking them for a long walk. I also enjoy reading.

Your Management Mantra?

I believe in simplicity. I believe in making life and operations as clutter free, as easy and as simple as possible. And it starts from my worktable where I just have my laptop. I like to walk around, interact with my team members and my customers, and greet them as they check in. I want to be with my team when they need me the most and where they need me the most, not mere lecturing them. Fortunately, the team realises this, and they rally behind you as they see the leader is leading by example.

One last message?

Stay simple yet set a benchmark and example for others.

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