Hotel Business Review (Mar-April 15)

Mar-Apr ’15

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Editorial

HOTEL Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor

Rajneesh Sharma

rajneeshhammer@gmail.com

Associate Editor

Swarnendu Biswas Resident Editor

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

Hari Kumar V Narender Kumar

Production Assistant

Mamta Sharma

Business Co-ordinator

Pooja Anand

Advertising Sales

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

Dattaram Gangurde Director Sales

Sanjay Anand

Director Operations & Finance

Rajat Taneja

Editorial & Advertising Offices: Delhi:

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

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E-mail: hammerpublishers@vsnl.net Website: www.hbrmag.com © 2015 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher.

Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 1202, Pragati Tower, 26 Rajindra Place, New Delhi. Printed at Print Creations, C-112/3, Basement, Naraina Industrial Area, Phase- 1, New Delhi 110 028.

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

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Though the Indian hospitality industry hasn’t fully revived, but the recessionary phase it seems, is thankfully behind us. The sentiments across the industry seem upbeat. As the Indian hospitality industry is poised to take off again, we had talks with several industry players to gauge how the 2015 and the near future beyond would shape up for the industry.

The industry players also talked about the improvements that their respective hotels are planning to attract more guest satisfaction. The mood of industry optimism for the remaining months of 2015 is very much evident in our Cover Story.

Despite the sluggish times, Indians are not reluctant to splurge on the weddings. These days weddings are big business for hotels. Many hotels and resorts in India have positioned themselves as wedding havens to attract the huge numbers of wedding crowd.

It is not necessary that hotels and resorts need to be located in a bewitchingly romantic destination to attract the wedding crowd, though that is surely an advantage. However, intelligent promotion, solid infrastructure and personalised services are the essential factors behind making hotels and resorts the ideal destinations for opulent weddings. The infrastructure and services provided by a few upscale hospitality properties to attract the wedding guests are being discussed upon in our Business Story.

Growing health consciousness, the stressed out lifestyles, and steady increase in disposable incomes over the last decade-and-a-half across select but sizeable pockets of urban Indian society have all perhaps contributed to the growth of the business of wellness in urban India. Now it is necessary for a five-star property and desirable for a four-star property to have a spa within its premises.

The wellness wave is rising across urban India, but at the same time, the hotels and resorts in the country should note that competition is also rising with each passing day. Spas are mushrooming here, there and everywhere.

In this context, the hotels and resorts should make their spa design stand out to attract the discerning wellness connoisseurs. Moreover, it should be borne in mind that spa designs should vary according to the profile of the hospitality property concerned. Effective and innovative spa design ideas are being discussed by the experts in our Feature section.

The role of uniforms in food service industry (which is an integral part of hotels), and the factors which should be taken into account for selection of uniforms are being discussed in detail in our F&B section.

Besides these, various other industry related topics are being put forward through perspectives, Q&As, news and report, which we hope can make this issue an interesting read to our esteemed readers.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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COVER STORY

The Indian hospitality industry has to make continual efforts to not only attract the guests but also to make them regular visitors. The industry is envisaging several innovative steps to become more guestfriendly.

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BUSINESS

SPA

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TECHNOLOGY

A haven of rejuvenation and relaxation, Spa Oasis at The Grand New Delhi presents a tranquil and serene experience, which is far removed from the humdrum of the concrete jungle of Delhi.

After influencing food & beverage and fashion industry, weddings industry in India is giving a fillip to the business of hospitality.

Today, hotels in India have become the preferred venues for lavish and often ostentatious weddings.

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FEATURE

In order to make the spa stand out, the hotels and resorts should not only have an impressive array of traditional and modern therapies for healing and rejuvenation, should not only use natural ingredients, but should also have a design that stands out from the mediocrity and competition.

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The Indian hospitality industry is warming up to the online age, and the battle for market share is shifting to the world wide web as a significant section of customers are showing a marked liking towards online means for travel bookings.

F&B

Restaurant staff in smart uniforms can be a great tool for making the food service business look and feel more professional. When guests arrive at a restaurant, they wish to see a sense of order and cleanliness.

Dressing employees appropriately in matching uniforms can influence the making of the first impression about the place.

DEPARTMENTS 04 Event 12

News Scan

22 Appointment 24 Report 58

Product Preview

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Business Opportunity

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Event

HOTEL Business Review

The 24th HOTELEX Shanghai 2015 Concludes With Success

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hanghai International Hotel Equipment and Supply Expo (HOTELEX Shanghai)is a professional trade show in the hotel and catering industry with a 24 year legacy behind it.

It is organised by China Tourism Hotel Association and Shanghai UBM Sinoexpo International Exhibition Co., Ltd., and also guided by the Shanghai Tourism Bureau.

The 24thHOTELEX Shanghai, which was held during 30th March -2nd April 2015 at Shanghai New International Expo Center, concluded successfully on 2nd April.

During HOTELEX 2015, the exhibitors and professional visitors came from over 130 countries. The fascinating competitions and industry forums at the show became the hot zones, attracting huge footfalls.

HOTELEX Shanghai and concurrent shows included 15 differently themed 4

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sectors, which are Catering Equipment Supply, Tableware, Appliance&Amenities, Textile, IT & Security, Fitness & Leisure, Food & Beverage, Coffee & Tea, Bakery & Ice Cream, Wine & Spirits, Hotel Building, Hotel Engineering, Hotel Design, Hotel Furniture and Hotel Cleaning. The event has continued to provide one-stop purchasing and information platform for the hospitality specialists and buyers.

A total of 96508 professional visitors came to HOTELEX Shanghai 2015. This is an increase of 18.3 percent in visitor numbers compared to the last edition of HOTELEX Shanghai. The event covered a total exhibiting area of 250,000 sq. m.

According to the incomplete statistics, the exhibitors of the HOTELEX Shanghai 2015 came from over 50 countries, including Italy, Spain, United States, Germany,

Japan, Hong Kong, Macao, Taiwan and many other countries.

HOTELEX Shanghai 2015 contained various competitions from the hospitality and catering industry, which included ‘2015 Shanghai Pizza Master Competition’, ‘2015 Parma World Pizza Championship (China Division)’, ‘2015 China Gelato Championship’, “I’m the Chef’ Shanghai Bakery Master Championship’, ‘The 5th Jinhong Cup Star Hotel Buffet Display Competition’, ‘2015 HOTELEX Shining Star Chef Competition’, ‘The 2nd Shanghai Fashion Drinks Competition’, ‘2015 China Master Bartender Competition’, ‘2015 Hotelex Chef Show & Wine Tasting’, ‘2015 Hotel Uniform Show’, ‘Gelato & Bakery Chef Show’, ‘Design Power Tableware Art Display,’ among others.

The coffee competitions at the show were called ‘World Classic’, which attracted huge crowd. The coffee competitions included the ‘China Barista Championship’, ‘China Latte Art Championship’, ‘China Cup Tasters Championship’, and ‘China Brewers Cup’.

Forums have always been the strength of HOTELEX, which have provided wonderful opportunities for the audiences to have a close interaction with the industry’s experts. The forums at the W4 Exhibition Hall involved Foodservice in the 21st Century, International Premium Area Match-making Meeting, Sustainability in Hospitality Industry, Design Power Tableware Art Display among others.

HOTELEX Shanghai 2016 will be held at Shanghai New International Expo Center, from 29th March -1st April.

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Ambiente India & Heimtextil India to Facilitate Décor and Furnishing

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he outlook of the second edition of Ambiente India & Heimtextil India, scheduled during the pre-festive retail period this summer, appears promising with some serious business opportunities in store. Many of industry’s well-known brands looking for modern home décor solutions for the nouveaurich Indian consumers of today, have confirmed to visit this professional trade platform for the home furnishing & interior décor industry, which will take place during 25th – 27th June 2015 at Pragati Maidan, in New Delhi.

Discussions with the Ambiente India & Heimtextil India team also brought to light several companies’ interest in extending the trend of organic cotton fabrics and newer designs and developments in towels, bed sheets, rugs, top of the beds, etc. Some of the companies are specifically looking for interior products that are OEKOTEX, BSCI and ISO certified or match industry complaint standards.

In search of ‘Made-in-India’ crafts and products, Dr. Nidhi Shankar from Green Linen Pvt. Ltd. looks forward

to meeting Indian manufacturers with world-class products at the show. She said, “Today, the key word for the home furnishing & interior décor industry is product innovation. Inspired by Indian home furnishings industry that is defined by its ethnicity, colour vibrancy, intricate carvings, weaves, motifs, buyers today are looking at sourcing a variety of products of Indian origin. This is a good time for Indian manufacturers to encash on this trend. New smocking styles, velvets, laces, decorative pillows, quilts, block printing are in high demand. I am particularly interested in sourcing what will make interesting gift packs for the festive season, through Ambiente & Heimtextil in India.”

Anchal Kansal, Director Operations, Indsource International on the other hand is looking for more international décor brands and furnishing companies.

She said, “Indsource International offers one-point sourcing. For this, we are constantly looking at growing our supplier base besides India, from Bangladesh, China, Thailand and

from other interior and furnishing manufacturing hubs. I am definitely visiting Ambiente India & Heimtextil India to partner with suppliers of new fabrics and interesting décor products.

I hope the platform’s international prominence keeps growing with its every edition in India, so that we can have a lot more variety in terms of sourcing,” she proffered.

“Heimtextil India’s first edition was good business as we managed to tie-up with several new suppliers and understood the kind of new developments going on in the industry and how we can match our product offerings according to them. This year, we are mainly looking at tying up with companies that are making a difference with their CSR activities and those who offer socially responsible products. We will visit Ambiente India & Heimtextil India to meet domestic and international manufacturers in this regard,” elaborated Bhupendra Patel, Category Head – Home Furnishing, from the leading fashion and lifestyle e-commerce portal, Jabong.

HOSFAIR Guangdong 2015 10th to 12th, Sept. 2015 in China Import and Export Fair Complex, Guangdong

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s the hotel industry for imported hotel supplies products continues to expand, Xinji Group, the largest hotel supplies commercial operator and the president unit of China Hotel Supplies Association, together with Guangzhou Huazhan Exhibition Co. Ltd. to establish Guangdong Xinji Huazhan Exhibition Co., Ltd. and will organize The 13th China (Guangdong) International Hospitality Supplies Fair. Through making the respective advantages complementary to each other and cooperation, inviting hotel supplies producers, agents and distributors from home and abroad to visit and purchase during the fair, it 6

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can offer a solid foundation to every hotel supplies industry in China for achieving globalization trade.

The 13th China (Guangdong) International Hospitality Supplies Fair will be held during 10th to 12th, Sept.

2015 in China Import and Export Fair Complex. There are 10 series of exhibits covers an area of 600 thousand sq.m (100 thousand sq.m for Pazhou Venue, 500 thousand sq.m for Xinji Shaxi Hospitality Supplies Expo Center) with eight wonderful activities. There are 4000 exhibitors displaying the professional technology and newest products of hotel supplies stage, so that to create the most

effective business stage and biggest hotel supplies fair.

The show will feature Kitchen Equipments, Refrigeration & Freezers, Interior products, Furniture, Textiles, Tableware, IT products, Laundry & Cleaning products, Lighting Systems and Food & Beverage products.

Guided by the spirit of innovation, cooperation and internationalization, HOSFAIR Guangzhou makes every effort to build a brand fair in hospitality industry. Aim to honing it the most effective media for hotel supplies, manufacturers and traders to introduce their brands into home and international market.

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Aahar 2015

Garnered Impressive Participation

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ahar International Food & Hospitality Fair 2015 was held at its regular venue of Pragati Maidan, New Delhi, during 10 th -14th March 2015. This was the 30th edition of Aahar. Aahar is regarded as the largest fair in the food & hospitality sector in India, in terms of visitors’ participation.

The timings of the 30th edition of Aahar was from 10.00 am to 6.00 pm. The event was meant exclusively for the business visitors during 10.00 am -2.00 pm on all the five days, and was open for the general public during 2.00 pm- 6.00 pm, on all of its five days. The event was spread across halls 6, 7, 8, 9, 10, 11, 12, 12A, 14, 15 & 18.

Aahar 2015 covered two separate but concurrent exhibitions. ‘Hospitality India’ covered hotel & restaurant equipment and supplies and ‘Food India’ covered food, processed food & beverage products.

The organiser of the event was India Trade Promotion Organisation (ITPO). The event was supported by the Ministry of Food Processing Industries, Government

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of India (MOFPI). The associates were Association of Resource Companies for the Hospitality Industry of India (ARCHII), All India Food Processors Association, Hotel & Restaurant Equipment Manufacturers’ Association of India (HOTREMAI), Food and Hospitality Support Association of India (FHSAI), Forum of Indian Food Importers (FIFI), and Agricultural and Processed Food Products E xpor t Development Authority (APEDA).

Aahar 2015, like its earlier editions, did have an exhaustive list of products on display. It included fruits and vegetables, dairy products, bakery and confectionery products, meat and poultry products, alcoholic bever ages, non - alcoholic beve r age s, f ood in g r e die n t s, f ood preservatives, chocolates, a variety of food & beverage equipments, a comprehensive range of housekeeping solutions among others.

In her inaugural address to the 30th edition of A A H A R, Har simr at K aur Badal, the Minister of Food Processing

Industries, asked the India Trade Promotion Organisation (ITPO) and its associates to host the ‘Aahar’ editions in different states for regional empowerment of the industry and overall socio-economic progress of the country.

Stressing the need to save post harvest losses through value added processing, Harsimrat Kaur Badal pointed out that Indian food processing industry has a great significance in terms of employment generation, poverty alleviation, improving agricultural productivity, price control of basic commodities, export promotion and foreign exchange earnings. She said that the future of the Indian farmers depended on the success of the food processing industry, as India’s prosperity is linked to the growth of incomes in the agrarian sector of the economy. Speaking on the occasion, Harsimrat Kaur Badal complimented the ITPO for organising Aahar with an enhanced scale and stature in terms of participation and area booked.

Present on the inauguration were Marek Sawicki, Minister of Agriculture & Rural Development, Government of Poland, Ranglal Jamuda, Secretary, Minister of Food Processing Industries, V. Kumar, General Manager, ITPO and Vikram Sehgal, General Manager, ITPO among others.

Marek Sawicki expressed his happiness over considerable participation of his country at Aahar 2015. He indicated that this participation would be meaningful in terms

Ev e n t

of trade promotion and in strengthening bilateral trade between India and Poland.

The event attracted a total of 23,586 visitors and 800 exhibitors. Exhibitors from 23 countries (including India) participated at the show. The mega event served as an effective platform for importers, overseas trade delegations and Indian players in the food & beverage and hospitality space, policy makers and media personnel to exchange knowledge and information.

Besides facilitating business, Aahar as a platform that provides great opportunity for the food & beverage and hospitality industry to disseminate/gather relevant information and gauge future trends, that can greatly benefit many participants.

Especially, in the backdrop of the present healthy growth scenario of Indian food processing and Indian food service industry, and with the need of innovation in the Indian hospitality becoming paramount to the success of hotels, the relevance of a mega event like Aahar is perhaps more needed in the food &beverage and hospitality industry of the country, than was ever before.

According to Rajat Pandhi, President, ARCHII, “The show provided us with an opportunity to meet old and new buyers, and showcase new products and also explain their benefits.” According to Nirmal K handelwal, President of HOTREMAI, the fair has grown immensely with each passing year. He informed that for this year’s edition approximately 24,000 sq.mt. of exhibition space had

HOTEL Business Review

been booked.

Every year HOTREMAI adds to facilities, both for exhibitors and visitors. In the years to come, Khandelwal informed that

HOTREMAI had plans to work on various avenues to further improve the amenities and quality of Aahar International Fair.

This year 25 cars were deployed for transportation inside the fair grounds and 2 high-end toilet vans were positioned with top of the line facilities.

ARCHII provided 25 Innova cars to bring visitors to Pragati Maidan. According to the President of ARCHII, “ARCHII provided different useful services to participants and visitors. For the first time two loo vans were provided which were having state-ofthe-art rest room services for males and females.”

Honouring Culinary Excellence

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ahar 2015 also hosted the Culinary Art India 2015. The five-day gastronomic trail, Culinary Art India 2015, bid adieu with a gala award ceremony on March 14, 2015 at Pragati Maidan.

The competition saw 300 Chefs participating and showcasing the best of their culinary skills and talent. The award ceremony was graced by the Chief Guest, J S Deepak, CMD, ITPO and known faces from the culinary world.

Organised by the Indian Culinary Forum in association with Hospitality First & ITPO, the event was specially created to recognise the excellence of culinary skills in India. With an objective to establish a professional platform where culinary professionals could display their individual and combined skills, creative talent, learn, share experiences, partner and network in a purely business like and competitive environment, the event saw the presence of many who’s who from the culinary fraternity.

The five-day trail included competition in 16 categories, which was judged by WACS (World Association of Chefs’ Societies) certified Chefs and renowned food critics. Out of the many prestigious awards, Radisson Blu Hotel Noida bagged 26 medals which included 5 Gold, 9 Silver and 12 Bronze while Mohd Asif, Corporate Chef, Radisson Blu Hotel Noida was awarded with the Most Outstanding Pastry Chef.

Talking about the success of the ceremony, Chef Vivek Saggar, Organizing Secretary, Culinary Art India, 2015 said, “We are delighted to have such a platform that brings in Chefs and food lovers from all over India. All the competitions of the five-day event have been carefully judged to celebrate the success and hard work of wining Chefs. CAI also gives young Chefs an opportunity to come up with new and innovative ideas.”

Gold Winning Chefs by Category Artistic Pastry Show Piece Shambhu Prasad, Corporate Executive Chef, Radisson Blu, MBD Hotel Nitin Sinharia, Ex. Sous Chef, Hotel Le Meridien Mohd. Asif, Corporate Ex. Chef, Radisson Blu, MBD Hotel Afzal, Corporate Ex.Chef, Radisson Blu, MBD Hotel Fruit & Vegetable Carving Mukesh Kumar, DCDP, The Imperial Hotel Plated Appetizers Dalvir Singh, DCDP, The Imperial Hotel Petit Fours & Pralines Anoop Singh, Ex. Sous Chef, Hotel Le Meridien Mahender, Sous Chef, Olive Bar & Kitchen Ravinder, ITC Three Course Set Dinner Menu Bhanu Singharia, Ex. Sous Chef, Hotel Le Meridien Mukul Singh, Ex. Sous Chef, Hotel Le Meridien Mohd. Asif, Corporate Ex. Chef, Radisson Blu, MBD Hotel Authentic India Regional Cuisine Chef Rajan, Ex. Chef, Radisson Blu Live Cooking Jeevan, Sous Chef, Olive Bar & Kitchen Vinay Sehgal, Dramz Whisky Bar Chef Rajesh Kumar, DCDP, The Imperial Hotel Dress the Cake Live Surbhy Rauniyar, The Hampsted Cake Studio Mocktails Sumit Saha, Captain Radisson Blu, MBD Hotel

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SIAL CHINA 2015:

Presenting the World of F&B W

ith its generous range of products and the diverse business experience that the show will be offering during its three days, SIAL CHINA 2015 is expected to interest the professional visitors in a big way.

Spread across 115,000 sq. m exhibition space, the mega event of the Asian food and beverage industry is expected to attract 2734 exhibitors from 82 countries and regions, and 55,000 visitors from 110 countries and regions. The exhibition will take place from 6th - 8th May 2015 at Shanghai New International Expo Centre, in halls W1-W5 and E1-E5.

For the 2015 edition, the USA pavilion will join as the Guest Country of Honor, with over 100 companies will be presenting pork and poultry in hall E3. A great diversity and quality of American food, food ingredients and beverage products will be presented in hall E1. The national pavilion of Brazil will be present in meat hall E3. Korea grabs over 2,000 sq. m space and will bring ready-to-eat products and beverage in E1.Turkey will have its national pavilion in hall W3, as a big bazar full of Turkish cuisines with 3,000 sq. m exhibition space.

Finland, Latvia, Costa Rica and Georgia are bringing their national pavilions to SIAL CHINA the very first time.

Ever since SIAL set

EVENTS’ CALENDER India International Dairy Expo 2015 23-25 April 2015 Hall No. 5, Bombay Exhibition Centre, Mumbai. www.iideindia.com/ SIAL China 2015 6-8 May 2015 Shanghai New International Exhibition Center, China www.sialchina.com Travel Catering Expo 2015 10-12 May 2015 DICEC, Dubai www.travelcateringexpo.com/ ANUFOOD Eurasia 2015 14-16 May 2015 Tuyap Exhibition Centre, Istanbul, Turkey www.anufoodeurasia.com/ NRA 2015 16-19 May 2015 McCormick Place, Chicago, US www.show.restaurant.org/ Thaifex- World of Food Asia 2015 20-24 May 2015 Impact Exhibition and Convention Center, Thailand www.worldoffoodasia.com

its footprint in China, meat has been the major driver of the show. Following the sensational meat area last year, SIAL CHINA this year is once again expected to break the record in terms of meat products and exhibitors. Wagyu beef, American beef, Australian mutton, Chinese poultry and pork, along with other meat from all over the world will all converge at the two dedicated halls, E3 and E4. In 2015, meat, dairy and seafood, fruits and vegetables and wine will be the strongest categories among the 21 dedicated sectors.

SIAL CHINA attracts many Chinese delegation exhibitors to showcase the food and beverage trends in China. Heilongjiang has been confirmed as the Guest Province of Honor and will be present at SIAL CHINA 2015 with 40 companies showcasing rice, edible fungus, blueberry wine and other health and organic products.

As China is now the largest aquatic import source, China Aquatic Products Processing and Marketing Association, Department of Ocean and Fisheries of Hainan Province, and Oceanic and Fishery Department of Weihai City will bring 40 leading Chinese enterprises in the seafood zone in hall E3.

In addition, China’s top three dairy companies including Yili, Mengniu and Bright Dairy; top seafood producers in China, the largest two players in Chinese meat market will all come to showcase their best products at SIAL China 2015.

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TRAFS 2015 16-19 July 2015 BITEC, Bangkok, Thailand www.thailandhoreca.com/ HOSFAIR Guangdong 2015 10-12 September 2015 China Imports & Exports Fair complex, Guangzhou www.hosfair.com Annapoorna World of foods India- 2015 14-16 September 2015 Bombay Exhibition Center, Mumbai www.worldoffoodindia.com Horeca India 2015 16-18 September 2015 Brilliant Convention Centre, Indore Email: info@horecaindia.in

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HOTEL Business Review

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Citrus Pune Launches CG Corp Global Invests in Concept Hospitality Punchin Pune’s Citrus Hotel unveiled a fine Indo-Chinese casual dining restaurant, Punchin, in the recent past. A Mirah Hospitality venture, presently there are 17 Citrus Hotel properties across the country.

At Punchin, the culinary concept is simple. Here the Amritsari kulcha meets the chilly noodles, combining the two most popular cuisines of India; Punjabi & desi Chinese. The restaurant has Swish interiors with bright colours and glass facades. The centerpiece is undoubtedly the show kitchens — two of them — for tandoor and grill. They not only ensure that hygiene is always maintained, but also warrant that only fresh, piping hot food is served on your plate. The bar is wellstocked. The relaxed, recessed seating gives the diners privacy and space.

Gaurav Goenka, Managing Director – Mirah Hospitality, said at the launch, “Citrus has always aspired to give great value for all its guests. For the Puneites, Punchin is a great hangout and dining experience. In a city as alive and buzzing, the residents always are in need for good food and a place where they can unwind. Punchin is all that, and more! In the near future, we plan to add many more such great dining options at all Citrus properties, thereby giving variety and more value to our guests.”

The CG Corp Global — a multi-industrial transnational conglomerate spearheaded by Binod Chaudhury, who as per the Forbes’ 2013 list is Nepal’s first dollar-billionaire — has now successfully ventured into a strategic alliance with Concept Hospitality. Here it deserves a mention that Concept Hospitality is an Indian hospitality management company that has the Fern brand under its group.

As part of the alliance, CG Corp Global would be investing approximately 50 crore in promoting the joint venture.

Apart from this, CG Corp Global would actively invest in assets, giving the Fern brand a much broader national and international reach. CG Corp Global is now growing its own division in hotels and resorts – CG Hotels & Resorts — and has expansion and management plans in the Indian subcontinent, Africa & South-East Asia. This strategic tie-up will enable Concept Hospitality to expand its operations beyond Indian markets. As a result of this merger, Concept Hospitality will now manage hotels belonging to CG Hotels &Resorts.

Speaking about the merger, Binod Chaudhury, Chairman, CG Corp Global said, “We are glad to announce the strategic alliance with Concept Hospitality. The Fern Hotels & Resorts is amongst the fastest growing hotel brands in India with 1200 rooms and suites under management and another 1500 rooms expected shortly. We also believe in their ‘environmentally sensitive hotels’ philosophy and hope to take the brand to lot many destinations — in India and abroad.”

ParamKannampilly, MD, Concept Hospitality said, “We at Fern are glad to have the support of an international player like CG Corp Global who has invested in assets and management companies, not just in India but also in Africa, South Asia and far east as well. Together we aim to expand our brands and manage them under Invision and Concept, thus making them dominant players in the hospitality sector.”

Golden Tulip Hotels Launches its Fourth Property in North India Continuing its expansion in India, Golden Tulip Hotels has launched its fourth property in the northern region of the country. Golden Tulip Vasundhara Delhi-NCR, a fourstar contemporary business hotel in Delhi-NCR, offers 162 rooms along with a multi-cuisine restaurant, a rooftop grill restaurant bar and lounge, and a coffee shop. The hotel is also endowed with 10,000 sq.ft. of banquet space. With the launch of its new property, Golden Tulip has expanded its footprints in the northern region of the country. The properties in its ambit in the northern region are Golden Tulip Gurgaon, Golden Tulip Chattarpur, and Golden Tulip Bhiwadi. Launched in 2007 in India, Golden Tulip Hotels South Asia currently has 17 operational properties all over the country.

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Oracle’s MICROS Workstation 6 for New-age Hospitality As hotels and restaurants employ mobile, social, and informational tools to connect with guests, they require a new type of ‘engagement’ device at the point of service (POS). To meet this need, Oracle has introduced Oracle’s MICROS Workstation 6 with a fresh, modern design that can provide hospitality and select retail venues with a next-generation POS terminal that works in concert with mobile, cloud, and social media to deliver consistent, integrated content across multiple sources.

For hospitality businesses, Oracle’s MICROS Workstation 6 is part of an integrated strategy built around content delivery; moving well beyond transactions to offer guest recommendations, roll out special promotions, and personalising the guest experience. The workstation is a single engagement device that shares digital content from a variety of sources with both staff members and guests, ranging from sharing a training video with a new worker to helping a guest view a spa package or menu special being offered.

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“Technology continues to reshape the hospitality industry and allows a renewed focus on the guest. The design of Oracle’s MICROS Workstation 6 leverages new, modern technologies to help improve guest transactions, streamline business operations, and enhance guest loyalty,” said Ray Carlin, Vice President, Strategy and Solutions Management, Oracle Hospitality. “The next-generation point-of-service terminal is a guest engagement device that is feature rich, elegant, and integrated with mobile, as well as is exceptionally reliable and durable,” he pointed out.

Building upon a deep industry hardware legacy, Oracle’s MICROS Workstation 6 incorporates the design elements of mobile POS hardware to deliver an elegant, stationary engagement device with an attractive finish and small footprint.

The ergonomic, all-in-one design minimises the visual obstruction between guest and staff, while a 15.6-inch-wide HD touchscreen enables a rich, horizontal information format. The mount allows staff to adjust the screen angle or swivel it around for a guest to view.

The new terminal also expands the integrated family of Oracle’s MICROS engagement devices, which includes Oracle’s MICROS R-Series Tablet and Oracle’s MICROS E-Series Tablet, in 8-inch and 11-inch versions. With an intuitive user interface and similar look and feel, Oracle’s MICROS Workstation 6 helps employees move seamlessly between tablet and workstation.

Oracle’s MICROS Workstation 6 operates the Microsoft Windows Embedded 8.1 Industry Pro system and runs the latest Intel Atom processor for high performance and low thermal output. A modular, integrated, three-track magnetic card reader allows for 3DES or AES encryption upon swiping.

In addition, Oracle’s MICROS Workstation 6 includes six USB ports, allowing users to attach peripherals such as printers, scanners, and cash drawers.

The new workstation is designed to stand up to harsh, often unpredictable service environments and can operate in a wide range of temperatures. It features a spill- and impact-resistant enclosure that can withstand the day-to-day abuse; common in the hospitality and retail industries. With no moving parts, the workstation is designed for long-lasting durability. Moreover, the new terminal leverages select Oracle Hospitality and Oracle Retail applications to provide a fluid, intuitive touchscreen experience and help minimising the learning curve for new employees.

Oracle’s MICROS Workstation 6 also provides adaptability to changing operational requirements and access to the latest technology. As part of the Oracle portfolio of hardware, software, and related services including cloud solutions, the terminal builds upon Oracle’s commitment to providing solutions that optimise business processes and offer guests superior service and experience through connected technology.

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HOTEL Business Review

Cox & Kings Launches OYO Rooms Raises Rs.150 Crore Xperiential Holidays Cox & Kings Ltd. has launched its latest product in domestic holidays called Xperiential Holidays, that offers to provide unique kind of experiences to the discerning travellers.

Talking about the concept of Xperiential Holidays, Karan Anand, Head, Relationships, Cox and Kings said, “Xperiential Holidays is a product crafted for our discerning and loyal customers who ask us to create an experience for them rather than a regular holiday in a familiar destination. It is about a wow experience which the customer will experience and cherish for a lifetime.’’ “The Xperiential Holidays will give the travellers the opportunity to explore the unexplored side of India,” added Anand further.

Coinciding with the launch, Cox and Kings has also released a coffee table book on Xperiential Holidays that describes the different travel experiences and the locations associated with every experience.

OYO Rooms, India’s leading network of branded budget hotels, has raised Rs.150 crore from Lightspeed, Sequoia and Greenoaks Capital. This will facilitate the two-year-old company to realise its ambition of becoming the largest technology-enabled network of hotels in the world. Here it deserves a mention that OYO Rooms is India’s fast growing branded network of hotels. It now operates in 10 major business and travel destinations including Delhi, Gurgaon, Noida, Bangalore, Mumbai, Hyderabad, Jaipur, Goa, Pune & Manesar.

With a humble beginning from one hotel in Gurgaon in 2013, OYO Rooms has now grown to more than 200 hotels, with presence in 10 cities; booking 50,000 room nights every month. OYO Rooms is well poised to aggressively expand its network to 1000 hotels in 25 cities, by this year end.

OYO Rooms leverages Internet and mobile technology to offer a delightful experience to the consumer, right from booking to check-out. OYO’s hotel-facing technology enables hotels to increase their occupancy and become a part of a brand that is recognised and loved nationwide.

Announcing the fresh round of fund raise, Ritesh Agarwal, CEO of OYO Rooms, said, “Our vision is to offer the ‘OYO Rooms experience’ to every business, leisure and pilgrim traveler across 100 cities through a network of 10,000 hotels.

We welcome Greenoaks as a partner and are very excited to work with them. Our current investors — Lightspeed, Sequoia and DSG have been great partners in helping us build and scale the company.”

Abhinav Sinha, COO of OYO Rooms said, “Our customers have options, so we understand it is important to deliver an exceptional experience consistently to win their trust. OYO has laid a robust foundation with efficient operating processes, with real time integration of inventory with hotels, and with effective customer feedback collection and processing.”

“We believe OYO Rooms has an incredible opportunity to solve major pain points for hotel owners and customers by leveraging technology to deliver a consistently great experience in the budget hotel space,” stated Neil Mehta, Managing Director and Founder of Greenoaks Capital.

“The economy stays segment is a large, unorganised and fragmented market and we believe that OYO brings a new, scalable and customer-friendly approach to addressing this opportunity,” averred Bejul Somaia, Managing Director at Lightspeed India.

“We are delighted to partner with the OYO team in their journey to transform the economy stays segment in India,” asserted GautamMago, Managing Director at Sequoia Capital India Advisors.

Errata With reference to one of our reprinted articles we would like to inform our readers that Snoozer Bedding Limited currently does not represent Simmons, and they can be contacted separately through their offices in India.

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HOTEL Business Review

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Lavasa Conferred with Tribute Portfolio by Starwood Hotels & PATWA Award Lavasa has been conferred with the prestigious International Resorts Council of Pacific Area Travel Writers Association (PATWA) award for ‘India’s Smart City in Tourism,’ at the annual ITB Convention held in Berlin recently.

On the occasion, Rajiv Duggal, Senior Vice President Tourism, Hospitality & Leisure, Lavasa Corporation Limited said, “We are extremely honoured to receive the award.

Recognition by an international body propels Lavasa on the international tourism map. The 100-acre Medicity coming up in the second town, Mugaon will help showcase Lavasa as a medical tourism destination for the Middle-East and European markets. Also, the recognition has now opened doors for international tie-ups and investments.”

Lavasa is fast emerging as a popular tourist destination in Maharashtra. Approximately, 9 lakh tourists visited Lavasa in 2014. The hill city also houses the Lavasa International Convention Centre (LICC), which is located on the picturesque lakefront at Dasve, the first town at Lavasa. Reputed for its architecturally stunning exteriors, state-of-the-art meeting facilities, impeccable service and world class amenities, the convention centre is an ideal venue for meetings, conventions, exhibitions, launches and seminars.

In the recent past, Starwood Hotels & Resorts has introduced Tribute Portfolio, which is the company’s tenth brand and its second collection of independent hotels. The Tribute Portfolio will include independent hotels and resorts. With a firm focus on upper upscale hotels, Tribute Portfolio will complement Starwood’s The Luxury Collection brand.

The Tribute Portfolio brand made its debut with its first featured hotel, the iconic Royal Palm South Beach Miami and will soon open new hotels in Asheville in North Carolina, Nashville in Tennessee, Savannah in Georgia, and Charleston in South Carolina. All these future hotels will be in the US. “With Starwood’s history of brand innovation, design leadership and our leading global high-end footprint, we believe Tribute Portfolio will be an exciting solution for hotel owners of distinct properties who wish to maintain their independent spirit, yet benefit from Starwood’s powerful distribution, loyalty and sales platforms,” said Adam Aron, Chief Executive Officer, Starwood Hotels & Resorts. “Our mission with Tribute Portfolio is very simple: bring great hotels in great destinations to our loyal SPG members, who make up more than half of all Starwood stays,” he added.

Aron also said that Starwood’s goal is to have 100 Tribute Portfolio hotels and resorts over the next five years. Travellers can expect to see Tribute Portfolio properties in global markets, within the first year of the brand’s inception.

As part of its global expansion programme, Starwood Hotels & Resorts may consider introducing the Tribute Portfolio in India. Presently, the company’s development teams are having talks with hotel owners and developers all around the world, which include India, with the objective to set up properties under Tribute Portfolio.

According to Aron, the proposed mode of operations of hotels under the Tribute Portfolio brand in India, “could be either managed or franchised,” though he said the company’s preferred mode is managed.

Zone By The Park Launches in the Pink City After launching the Zone By The Park — Coimbatore during the recent past, Apeejay Surrendra Park Hotels has expanded the presence of its midscale brand to the Pink City. Zone By The Park Jaipur is expected to cater to the design-conscious and priceconscious domestic and inbound travellers coming to Jaipur. This is the second property under the ambit of Zone By The Park.

The newly launched hotel comprises 47 rooms, and offers variety in food & beverage options. The gym, business centre and banquet hall can attract the business travellers and those looking for destination weddings.

Zone By The Park brand is expected to expand to Mahabalipuram, Chennai and Raipur by 2015 only.

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HOTEL Business Review

Electrolux Professional Partners with IFCA In the recently concluded 6th IFCA International Chefs Conference 2015, hosted at ITC Grand Chola in Chennai, Electrolux Professional announced its initiative with IFCA to bring the ‘Chef2Chef Program’ to the Indian culinary platform.

This event was suitably attended by over 500 Chefs from across India, and delegates from WACS(World Association of Chefs Societies). Here it deserves a mention that IFCA(Indian Federation of Culinary Associations) is a nodal body of culinary professionals in India.

Chef2Chef is a series of four seminars created to bring Chefs together at the Electrolux Professional Center of Excellence, facilitated by IFCA. These educational culinary sessions will be focused around sustainable cooking, utilising locally sourced ingredients with details on how Chefs can plan, source, and prepare, using the technology and science behind the Electrolux Professional solutions, especially Cook&Chill system.

Under the Chef2Chef program, four Seminars will be conducted, two at the Electrolux Centre of Excellence in Gurgaon, and two at the Electrolux Demo Kitchen at

Griffith Culinary Centre, Bangalore.

Sharing more information about this partnership, Chef Manjit Singh Gill, President, IFCA, elaborated, “Sharing of knowledge is the very foundation of this exclusive partnership between IFCA and Electrolux Professional. As foodservice

product specialists, Electrolux will combine technology, sustainability, and culinary arts with the aim to educate our talented Chefs, and showcase high productivity in the kitchen with modern culinary techniques.

As the preferred professional brand for Chefs the world over and also in India, we are pleased with this partnership, under the guidance of WACS, which will open up opportunities for Indian Chefs to improve their skills and benefit from the knowledge

and experience of Electrolux Professional.”

As corporate member of IFCA, Electrolux’s initiative is about educating Chefs to recognise the importance of incorporating sustainable practices in their kitchens, and to encourage and maintain high standards in the preparation and service of quality food. These seminars have been developed with the specific purpose and focus on using the latest technology of Cook & Chill system as the key solution to developing a complete and sustainable cooking approach for Chefs.

Cook &Chill is a unique system that ensures higher food safety, reduces less food loss & hence less food waste, while giving higher profitability for the food service operations.

For the India Seminars, the focus will be on Tandoor Concept by Electrolux in banquet operations. The Tandoor Concept is a unique approach by Electrolux Professional, specifically geared towards preparing traditional Indian cuisine in Electrolux equipments. Traditional Indian flavours and taste can also be achieved by using an Electrolux oven, instead of the traditional tandoor.

Integrated In-room Solution for Hotels VingCardElsafe, the global leader in hospitality security and part of the ASSA ABLOY Group, has announced the introduction of ‘Allure

by VingCard,’ a RFID locking solution with a unique, interactive design, which is spruced with user-friendly features .

Created with the hotel designer in mind, Allure by VingCard is a flexible, designcentric hardware and software solution that takes the minimalistic ‘invisible lock’ concept one step further. Allure by VingCard integrates VingCardElsafe’s most advanced contactless locking solutions into the interior electronics, including Radio Frequency Identification (RFID) communication. Allure is a pure RFID lock, meaning it operates using both RFID cards and mobile RFID keys.

With Allure by VingCard, the role of all external hardware on the door can now be completely eliminated through the use of a futuristic signage panel that adds a host of additional benefits and functionality to the locking system.

These include a higher degree of flexibility

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in design, as well as the ability to add guest-facing in-room features such as Do Not Disturb (DND) and Make Up Room (MUR) notifications to hotel staff. This is accomplished through an interactive touch panel located inside the room. A LED light on the door lock alerts staff of the request, so that guests are not disturbed unnecessarily.

An attractive exterior panel, which can be easily installed on the wall next to the door in both reconstructed and newly constructed hotels, can be used to showcase the hotel’s logo to allow for personalisation. It also includes a touch doorbell, displays the room number, and notifies the guest when the door has been unlocked. The flexible design allows it to be used either as a component of a VingCard RFID locking system or as a pure DND/MUR panel-only configuration, which can be installed in properties that already have a locking system in place.

The idea behind the advent of Allure by VingCard is to modernise hotel technology when it comes to guests’ and hotels’

needs, and to stay trendy with a sleek design upgrade. Allure by VingCard is also built for integration with the hotel’s PMS, as well as future integration with Orion; VingCardElsafe’s intelligent energy management system.

Here it deserves a mention that Allure

by VingCard is also compatible with VISIONLINE, a patented networking solution created by VingCard in 2006 that introduced a wireless RF-online system based on its highly advanced and proprietary technology.

Unlike traditional off-line stand-alone locks, VISIONLINE by VingCard uses RF-online communication to eliminate the need for hotel staff to travel to and from guestrooms to perform tasks such as reprogramming individual locks and identifying or changing low batteries. It also eliminates the need for guests to return to the front desk in order to change a room or extend a stay, thereby increasing the possibility of guest convenience and satisfaction.

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to lead an incredibly committed group of hotel professionals, each with their own commitment to quality, guest service and innovation,” he commented.

said, “I am delighted to be a part of the Hyatt Hotels Corporation. Thank you for giving me this wonderful opportunity.”

Alok Awasthi

Amit Kumar

Rajeev Menon Marriott International Inc. has appointed Rajeev Menon as the Chief Operations Officer (COO) for Marriott International in South-East Asia & Pacific. In his new role, Menon will be a key member of the continent’s senior leadership team and will function as the operational business leader for the region. He will also help drive key initiatives and ensure implementation of brand discipline programs.

Menon has more than a decade-long tenure with the Marriott brand.

Alok Awasthi has been appointed as ­­­the Operations Manager at Top3 Lords Resort, Bhavnagar, Gujarat. He brings with him 13 years of rich experience in the hospitality industry with specialisation in front office operations. Prior to his new role, he served as the Manager Operations at a prominent resort in Jodhpur. He is a hotel management graduate from NIHM, Deharadun. In his new assignment, he has been independently responsible for the entire operations and F&B of the hotel.

Amit Kumar has been recently appointed as the Director of Operations at the Courtyard

by Marriott Pune City Centre. Kumar brings with him a cross functional experience of over 14 years in operations, sales and training in the hospitality industry. In his capacity as the Director of Operations, Kumar will be responsible for all aspects of hotel’s operations.

Prior to joining Courtyard by Marriott Pune City Centre, Kumar served as the Hotel Manager at Premier Inn, Pune Kharadi.

His responsibilities included creating and implementing business plans and formulating the annual budgets.

Kumar holds a degree in hotel management from Mangalore University.

Roger Wright Roger Wright has been appointed General Manager of Hyatt Regency Gurgaon.

He has over 30 years of international experience in the hotel industry behind him.

A native New Zealander, Wright first joined Hyatt as pre-opening Director of Rooms of the Hyatt Regency Fiji. He then moved to various Hyatt Regency properties including the Hyatt Monterey in California followed by General Manager positions at the Hyatt Kingsgate Rotorua, Hyatt Regency Mumbai, Hyatt Regency Cheju in South Korea and the Grand Hyatt Beijing in the P.R.China. Wright also had a three year tenure as the General Manager with a fivestar deluxe hotel in Gurgaon.

He has recently returned to Gurgaon from his home on the Sunshine Coast of Queensland in Australia. “I am delighted to be back in Gurgaon and with the opportunity

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Reema Dhawan Reema Dhawan has been appointed as the Director of Sales at Hyatt Place Gurgaon/ Udyog Vihar. Reema is a graduate from the Institute of Hotel Management, Gwalior.

Reema began her career in front office at Trident, Udaipur and then moved to Taj Palace, New Delhi where she was working as a Front Office Executive. Later she shifted from front office to sales with The Oberoi, New Delhi. Her last assignment was with The Oberoi Group as the Regional Sales Manager—National Sales, Gurgaon.

On her appointment, Reema Dhawan,

Saeid Heidari Saeid Heidari has been appointed as the General Manager for the newest edition to the Marriott Mumbai portfolio – JW Marriott Hotel Mumbai Sahar. Heidari, a German national, brings with him 25 years of hospitality industry experience with Marriott hotels across Middle-East and Europe before moving to India as the General Manager for Renaissance Mumbai.

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Report

HOTEL Business Review

Consumer Confidence to Book Hotels Online on the Rise

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onsumer confidence to do online hotel bookings is on the rise in India, with an estimated 8.4 million Indians likely to book hotels online by 2016. This was revealed in the recent past, in a report compiled by Google India. The report revealed that the online hotel booking industry in India will be worth 1.8 billion USD in 2016, rising from the current figure of 0.8 billion USD. According to the report, during 2014 3.5 million Indian Internet users booked a hotel online.

Speaking about the findings of the research, Vikas Agnihotri, Industry Director, Google India said, “The research findings reveal the high growth potential for online hotel bookings in India.”

The research methodology included Google search trends in India from 2011 to 2014, combined with an offline research conducted by TNS. TNS interviewed travellers who had booked a hotel in the last one year and were active Internet users across India. Sample size of the survey was 3716 covering SEC A and B; and the age group of the sample size was 18-54 years.

The respondents stayed in a hotel for business or leisure during the last 24

Mar-Apr ’15

twelve months, and decided on and booked hotels themselves and had access to Internet at least once in a week.

The cities covered by the research are Delhi, Mumbai, Bangalore, Kolkata, Mysore, Cochin, Hyderabad, Nagpur, Ahmedabad, Lucknow, Chandigarh, and Bhubaneshwar.

The findings suggested that there is a significant headroom for growth in the online hotel booking sector in the country, as the ease of access to information and details available online are propelling consumer confidence to book hotels online. The report stated that 29 percent of users did hotel bookings online. Throwing more light on the behaviour of consumers who book hotels in India, the report revealed that 57 percent of users who research online but book hotels offline prefer relaxation trips and 36 percent of users who research online and book hotels online prefer luxury leisure trips. Interestingly, the report inferred that more women in India research and book hotels online as compared to men. According to the report, 83 percent of users who research for hotels online are comfortable with transacting online and do an online transaction once a month.

In terms of demographics, users in the age group of 35 – 44 are found to be the most savvy when it comes to booking hotels online. The report also revealed the growing usage of mobile phones as the preferred choice of device for accessing the Internet in India. According to the report, on Google search, hotel enquiries from mobiles witnessed 30 times growth during 2011 to 2014.

Findings also revealed that short duration trips are on the rise in India, as leisure travellers prefer more than two or more trips in a year, with 64 percent of respondents preferring short trips of less than five days.

Budget accommodation is the most popular with users in India, with 49 percent of users booking budget hotels, 32 percent users booking economy hotels and 19 percent users booking luxury hotels. As far the report, friends emerged as the most preferred travel companions at 37 percent, followed by family at 31 percent.

Payments are still by and large an offline activity, as two-third of the Indian travellers preferred paying offline while half pay directly at the hotel. Over threefourth users contacted the hotel directly before booking the hotel.

In terms of barriers towards booking hotels online, safety and trust were the top issues. Respondents cited low trust in online portal offerings. Complicated terms and conditions, concerns about online cancellation policies, better rates and discounts available offline and personalised service were cited as the other reasons for users to book hotels offline.

From the findings, one thing is very much indicated; online hotel bookings are destined to be a major source of revenue generation for the Indian hospitality industry, in the near future. In this digital-oriented climate, hotels which are not being active online are likely to lose huge revenue earning opportunity in India.

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HOTEL Business Review

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Industry

Poised for a Take-off The Indian hospitality industry has emerged as one of the important industries in the country. Its growth is linked with the growth of the tourism industry. Without tourism, hospitality has very little market, and vice versa. As the tourism sector in the country is poised for a steady growth, there is a high degree of possibility that the Indian hospitality industry too will register a steady growth graph.

After the recessionary period, the year that went by saw the downswing come to a slow halt. In the last issue, many industry players spoke about the progress that the industry registered in 2014, as compared to the previous year. Here they talk about the future plans for the industry. Ashok Malkani finds out about improvements they plan in the services, and their predictions for the near future.

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he contribution of the travel and tourism sector to India’s Gross Domestic Product (GDP) is expected to rise from 8.6 percent (117.9 billion USD) in 2010 to 9 percent (330.1 billion USD) in 2020.

Within the purview of the travel and tourism sector, the Indian hospitality industry is one of the fastest growing and most important segments, both in terms of revenue and employment generation. According to an estimate of the Economic Survey of India and Technopak, the Indian hotel industry accounts for 17 billion USD, 70 percent (11.85 billion USD) of which take their origin from the unorganised sector and the remaining 30 percent (5.08 billion USD) from the organised sector.

HOTEL Business Review

such as Trip Advisor and Google+ are often the first point of call for new customers. Although this represents a real challenge for brand owners, it also offers unparalleled opportunities for customer feedback and new channels of communication between the brand and consumers,” affirmed Mohammad Labban, General Manager of Hyatt Regency Pune.

Kamlesh Barot, Director - Vie Hospitality Pvt. Ltd. and past President of FHRAI (Federation of Hotel & Restaurant Associations of India) & HRAWI (Hotel and Restaurant Association - Western India ) claimed, “During 2015, social media will play a big role in the guest expectation fulfillment. We have done a lot of roll-outs this year, be it in reviving the Revival (our hotel) in Mumbai, restarting it in Dubai and also starting it in Nashik and Shirdi. We would also be launching the prestigious Emerald Club this year end.”

“Our hotel will be rolling out the new E-Checkin service which will give the guests more flexibility. The online presentation of the hotel will be in focus and of course not to forget the implementation of a systematic guest data collection,” explained Sahdev Mehta, General Manager of DoubleTree

by Hilton Hotel Pune - Chinchwad, while disclosing the plans of his hotel for 2015.

Nischint Pathania, General Manager, Ramada Powai Hotel & Convention Centre declared, “We will be updating our Hotel PMS with the latest version as technology is changing and we need to keep upgrading with times. We are also looking to upgrade the televisions as technology is changing rapidly in electronics as well. Online table reservation tie-ups and event planning tools are also on the anvil as people are looking for such options via Zomato.

Use of tablets for menus across all our restaurants has been planned as people are becoming more and more techsavvy.”

Megha Ajgaonkar, Director of Sales and Marketing, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments is of the view that hospitality is an ever evolving industry and 2015 shall continue seeing many new innovations coming to implementation. “At the Renaissance Mumbai, the hotel shall continue focusing on the customers, which is the core of our business, and will invest in more customised offerings including R.E.N meetings, RLife LIVE events, the Navigator Program, etc. The Marriott Executive Apartments shall be offering newly renovated apartments in 2015, which are fully serviced and equipped, to the expatriate corporate travellers visiting for extended stays,” she elaborated.

Improvements Planned However, the Indian hospitality industry has to make continual efforts to not only attract the guests but also to make them regular visitors.

The industry is envisaging several innovative steps to become more guest-friendly. “Social media will become truly integrated in the travel and hospitality decision-making process, representing both threats and opportunities for the industry. Websites

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HOTEL Business Review

optimistic achievers, who are digitally savvy and who are looking to make the most of their time while they travel for work. At the hotel, we will strive to adapt our services and offerings to meet the preferences of these millennial travellers.”

HR’s Role

Mohammad Labban

Vinay Gupta, Vice President — Asset Management, SAMHI Hotels, stated that the improvements that the Indian hospitality industry would see in general would be “Continued growth in digital business, with increasing focus on brand loyalty programs, and the growth in local distribution.” He is of the opinion that hotel companies need to reach out to wider masses. “Thirdly hotels in India would become financially more sensitive towards the debt servicing and return on capital employed in the hotel project, ” he pointed out.

As far as SAMHI is concerned, Gupta outlined its progress. “We will continue to grow, largely through acquiring displaced hotel assets. We would build a strong asset management platform to ensure that we optimise our investment in the hotels we own, and we would also focus immensely on efficiency during development as well as operations by using strong planning skills, eliminating non-profitable spaces and using technology to reduce operating expenses,” asserted Gupta.

“We are also extremely focused on energy efficiency in our hotels. We have some large hotels due for opening in 2015, such as Courtyard and Fairfield

by Marriott Bangalore, an upperupscale hotel in Hyderabad (brand to be announced soon) and a few Formule 1 hotels. This will strengthen our network of operating hotels to about 16, with over 2,500 rooms, by the end of 2015,” he elaborated further.

Gagan Deep Singh, General Manager, Courtyard by Marriott Pune City Centre said, “The Marriott brand is increasingly focusing on the millennial traveller, the segment of travellers who are young,

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Yes, the services factor is something that needs special attention. Almost everyone this writer talked to agreed on this aspect. And the HR department of the hotel, being the one responsible for ensuring that it employs the people with the right attitude and right people for the right job, has to ensure that it pays special heed while employing the staff. Specially in this age of discerning consumers, the role of HR in hotels has become even more critical, as nowadays the difference in the quality of personnel can directly influence the revenues of the hotel more acutely than it did a decade before.

“The human resources is the backbone for the smooth functioning of our hotels and human resource personnel shall continue investing their time and effort in generating internal talent as well as acquiring strong external talent along with skill and attitude based training for the ambassadors of the hotel so as to continue extending their best to the guests,” averred Megha.

“On the HR front, we are big on training. We invest in our associates’ skills development. Training is offered not only to hone technical skills but also the associates’ soft skills. We also have an Executive and Manager Development Program for associates to facilitate career

Vinay Gupta

Kamlesh Barot

growth and prepare associates for their next role up in the career ladder,” Singh informed.

Pathania too believes that training is the watchword for improved service. “Training has been focused on tremendously and our training budget has been enhanced to keep our staff abreast with the latest technology and trends. Cultural sensitisation and soft skill training are also being done on a more regular basis as guests are becoming more demanding and well travelled,” Pathania noted.

“Also multi-skilling is the buzzword since payroll costs are increasing everyday and staff retention has been challenging in these times. Outsourcing of certain areas and fixed term staff has become the norm and training these people and aligning them to understanding guest needs for a short period also needs HR intervention.

Their recruitment & training should be done before peak times. Also using trainees optimally and developing them to be employees of tomorrow have been a focus for the HR department,” he elaborated further.

Mohammad Labban stated that at his hotel, “The major focus is on hiring the right people for the job. The departmental trainers will play a major role to ensure that these employees are trained as per the brand standards and they deliver the services that are promised and also that they follow the brand guidelines.”

Chander Sarvagyam, CEO, TGB Banquets & Hotels Ltd. stated, “HR challenges are of course getting severe by the day. The dearth of skilled manpower in entry levels and retaining

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HOTEL Business Review

trainings which allow them to improve their skills are the main factors to deliver the best guest experience,” iterated Mehta.

Optimistic on 2015

Megha Ajgaonkar

the trained manpower will pose bigger challenge & HR in hotels will have to initiate continuous service improvement processes to address these.”

“The performance of each and every team member is an extremely important part in the hotel business, which influences the guest experience.

Therefore an accurate process of employee selection and frequent

So what are the predictions for the Indian hospitality industry, for 2015?

“The industry will show a significant growth. There will definitely be growth in the average rates and the room revenues. There will also be new hotels opening throughout the country. The employment opportunities in the industry will increase for everyone.

We will also see an increase in the domestic and expats travelling within the country,” believed Labban. “The industry is far too optimistic for 2015,” declared Barot.

“I believe 2015 will be a year where we will see a significant rise in the MICE business and also in overall corporate travel business. By focusing and investing more in marketing the hotel, we are expecting to improve our presence in the market. We are also expecting greater penetration in the

Nischint Pathania

social market as we are restructuring our banquets space to align with demand,” informed Mehta.

“With the economy slated to grow and conducive government policies, I foresee a jump in foreign arrivals, which should definitely be a boost for the Indian hospitality industry. I think we will see that domestic MICE business will continue to grow. Also with GST and

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Gagan Deep Singh

policy related matters being addressed by the government, there should be a very positive impact on the Indian hospitality business,” observed Pathania.

“I feel 2015 will be a very positive year for the industry. The growth that has been seen in 2014, will only gain momentum in 2015. Also the visa on arrival facility offered will be a big boost to the tourism in the country,” stated Singh.

“2015 shall see the industry showing impressive growth in RevPar, ADR and occupancies. It will be a great year for the traveller to choose from a variety of international and national hotel chain options in the country, across all tier – I and tier-II cities. Many new hotels, especially in tier –II and tier-III cities of the country, are likely to mushroom, looking at the growing demand in those markets. Overall, I am sure that the year will give many reasons to the hoteliers in the Indian hotel industry to smile about,” asserted Megha.

“We are optimistic for 2015 but we believe that the real upswing is still about 12-15 months ahead of us,” stated Gupta.

“SAMHI has strong growth ahead of itself due to our strong pipeline of hotels under advanced stages of development.

We are also a well-capitalised company that allows us to acquire new hotels as the opportunity arises,” articulated Gupta further while talking about SAMHI’s own growth plans.

personalised services,” opined Mehta.

He also thinks that hotels in the country will be enhancing their USPs through signature restaurants.

“Internet marketing will steal a march over all other marketing modes for hotels in the country, for reaching out to customers and connecting with them for engagement,” declared Pathania. He also views that “Upscale segment will continue to grow along with luxury segment with new brands entering the market.”

“Also, F&B service in hotels will see more innovative cuisines with focus being on presentation of food. More healthy menus will be available across more brands with super food & organic food being the highlight,” he added further.

Simpler room design, and promotion of green technologies will be other expected trends in the Indian hospitality industry, for the ongoing year and beyond.

“With increased focus on social media, guests have become vocal about sharing reviews about their hotel experience/s on these platforms and even expect instant responses from the hotel. Therefore, social media platforms will become a very important source for feedback and must be used as listening tools,” proffered Singh.

“The focus in 2015 for us will continue to be superior quality of service and upholding the Hyatt philosophy.

Technology and well-equipped spaces can only take you so far. Most guests are looking for a soothing ambience, comfortable stay and unhindered service.

Another important element will be connectivity whether it is on Internet or in face-to-face interactions. Connectivity in terms of offering everything under one roof in the way of best in food, space, luxury and personalised service will gain importance,” believed Labban.

“2015 should see more and more

Changes to Come The industry is of the view that there would be marked changes in the year ahead. And technology will play a crucial role in these changes. “E-Check in will be very relevant in 2015 as well as CRM systems, which will facilitate more

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Chander Sarvagyam

Sahdev Mehta

focus towards the growing need of investing in digital marketing beyond just the hotel websites, and focusing on social media platforms including online review platforms. There will be an increase in the number of customers belonging to the Gen Y and globally travelled. Their higher level of expectations shall push the innovation envelope of hotels in India, in their dining, catering and room offerings,” observed Megha.

Gupta also expected some changes in the Indian hotel industry in the near future. “There will be more interactive technology in all spheres of hospitality.

Customers will have more digital engagement with the hotel. Moreover, discreet service will replace some of the face to face engagement, allowing consumers more personal/productive time at the hotel,” he aired.

Gupta believes that hotel’s F&B will continue to face challenges from independent outlets and hence will move towards simplification with multi-used transitional spaces. “You can witness this in our Gurgaon/Udyog Vihar & Fairfield by Marriott Bengaluru,” he stated. Furthermore, according to Gupta, “Efficient guestrooms will drive consumer interest.”

While talking with the industry experts one can easily surmise that the Indian hospitality industry is poised for impressive growth and the hoteliers operating in India are keen to incorporate changes to meet the discerning demands of the guests. Yes, the industry is likely to experience robust growth, on the back of rising disposable incomes and favourable industry statistics.

So let us raise a toast to 2015. It seems to be the year from which the Indian hospitality industry is set to take a leap forward. n

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HOTEL Business Review

Business

When Marriages are Made in Hotels In India, weddings are not merely momentous occasions for couples to be married. They are and were also momentous social occasions for families and extended families of the married couples. Nowadays weddings have also graduated(or corrupted, depending on the perception) to become a huge industry. This is especially true for the weddings of the rich, famous and the affluent. In fact, lavish weddings across urban India do influence many other industries too. After influencing food & beverage and fashion industry, weddings industry in India is giving a fillip to the business of hospitality.

Today, hotels in India have become the preferred venues for lavish and often ostentatious weddings. Ashok Malkani finds that many hotels in India are leaving no stone unturned to woo the couples and their families by offering them wonderful facilities to savour and wonderful memories to cherish.

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M

arriages in India are filled with rituals and celebrations, which continue for several days. Generally 100-10,000 people attend a wedding in India, and a great many congregate at the pre-wedding rituals too.

The expenses involving marriage, which often runs into lakhs, are not generally grudged by the families of the to be married couples.

No matter there are several wedding agencies, in most metros, which look after the wedding plans of the about-tobe-married couples. Booking the venue, looking after the decoration, photography, décor, etc., are part of these agencies’ work.

While the statistics on the total number of weddings differs, one can safely say that there are around 2,000 high-end weddings taking place in India, on a given year, on an average. Of course, the wedding celebrations in these high-end weddings do not remain limited to the wedding night only. The extravaganza spreads across several days and may include pyrotechnics, performances by gyrating Bollywood

actors and noted singers, and may involve the presence of thousands of invited guests.

The wedding business in India is estimated to be worth 38 billion USD a year. The Indian bridal industry is growing between 25-30 percent annually. It is expected that at these rates of growth, within two years India will become the largest wedding market in the world,

surpassing the US wedding market, which is estimated to be worth around 50 billion USD annually.

And there is no reason why the savvy hospitality industry of India would not cash in on the growing trend towards lavish weddings in the country. Wedding bookings are a viable revenue stream that hotels in India, slowly but surely,

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HOTEL Business Review

Mallika Chatterjee

are realising that they should capitalise on. Moreover, the fact that even many foreigners are choosing India as their wedding venue can give more potential to the revenue earning opportunity for hotels in India, if they can effectively position themselves as one-stop solution for addressing a comprehensive range of requirements for a lavish wedding.

In fact, several hotel chains have organised special events to promote their hotels among the about-to-be married youngsters and their parents. Most of these hotels ease the burden of the host by organising the photographer, helping with the décor, and with other nitty gritties associated with the occasion. Recently, Rennaisance Mumbai and JW Marriott Hotel Pune, among others, held a special event to promote their hotels as wedding venues.

Wed to Classiness The hospitality sector of India has been introducing promotional activities to attract this lucrative market. Megha Ajgaonkar, Director of Sales and Marketing, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments, claimed, “The Renaissance Mumbai Convention Centre Hotel prides itself as an ideal destination for large format weddings and events. With a handpicked panel of decorators, the hotel is able to provide every customer an array of décor options.”

“The hotel has a dedicated events team which gets into the minutest details of the function along with the customer and the allied partners. On an average, the hotel does over 100 wedding functions every year,” she stated further.

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“JW Marriott Hotel Pune is the biggest wedding hotel in the city with 40,000 sq. ft. of convention spaces and 13,000 sq. ft. of banqueting; encompassing the biggest pillar less banquet spaces in the city. Since the time of its inception, the hotel has made itself the first preference for the most elite weddings in the city. With a trend of having over 150 weddings per year since 2010, the hotel has organised weddings for the who’s who of not just Pune but of other neighbouring cities like Mumbai, Baramati, Surat, etc. as well,” disclosed Mallika Chatterjee, the Director of Sales & Marketing, JW Marriott Hotel Pune.

“The hotel also has a wedding room, an elegant fashionable showroom, which feels like private high-end bridal boutique. Here is where we present to guests a one-stop solution for the modern and as well as tradional brides,” Mallika added further.

“We actively participate in various wedding exhibitions, which are hosted not only at other Marriott hotels around the country but by the Goa government and other organisations. We also work in close partnership with wedding planners around the country who assist with promoting our hotel to potential customers. Apart from this, we believe in making the hotel popular through word of mouth. A satisfied customer is the best form of advertisement/promotion.

We strive to ensure an existing customer is thoroughly satisfied with her/his wedding so that she/he is able to strongly recommend us to her/his family & friends for their upcoming wedding celebrations,” proffered Srikant Kodali, Wedding Sales Manager, Goa Marriott Resort & Spa. Meenakshi Avhad, the Director of Sales & Marketing, Ramada Powai Hotel & Convention Centre, Mumbai, declared, “We promote the hotel

Agatha Gomes

Megha Ajgaonkar

through various channels and sources, as a hotel specialising in weddings and social events. We create a goodwill for the hotel as a venue for marriages, by listening to our guest’s ideas and concerns and helping in refining them to match the logistics.”

Avadhoot Mahimkar, the Director, Sales and Marketing, The Resort Malad, Mumbai, said, “We at The Resort are promoting this property as a wedding destination and we are receiving a great response since the last three-four years.

It is an ideal wedding / engagement destination which gives a feel that you are out of Mumbai, though you are in Mumbai.”

“The Resort located at Madh-Marve beach, is here to offer enthusiastic couples with unique and elegant ideas for their wedding, filled with a sense of homeliness and warmth. Set in three acres of pristine beauty, the Resort is the ideal place to give you the ultimate luxury destination wedding experience. Different from the humdrum and the usual, it promises family and friends with fun filled activities while they can enjoy the beautiful sea view and sea breeze,” elaborated Mahimkar.

“Weddings are a major segment for us.

Our hotel offers lavish and multiple space options. We do go all out to promote weddings. For this, we have undertaken a number of initiatives like reaching out to the various communities in Bangalore, targeting wedding planners and event management companies, etc. to source leads. We have also put together a wedding brochure, complete with a wedding checklist and eMenus, to ease the process for guests. Guests have often appreciated the efforts and facilities offered by us, especially customised for weddings,” noted Saurabh Bakshi, General Manager of Sheraton Bangalore Hotel at Brigade Gateway.

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HOTEL Business Review

Marriage with Hospitality The about to be married couples and their parents are also now looking at destination weddings. Though palaces and exotic locales are preferred, hotels in Mumbai, Goa and several other places are trying to woo this segment.

“We, at Goa Marriott Resort & Spa promote our property as a wedding destination. With 180 rooms, all under one roof, ample banquet spaces with three indoor venues, an outdoor lawn with the backdrop of the sea & a beach which can cater for up to 1000 guests at a time for a beach wedding/event, we are an ideal hotel & location for a destination wedding,” observed Kodali.

“The Resort Malad, Mumbai, which is located on a beach, is very much a destination wedding property as we have 94 rooms, which include two welldesigned villas and two suites. All the other rooms are either beach facing or lawn facing. The Resort offers sea facing lawns, delicious food and high quality service, for those looking for a destination wedding,” declared Mahimkar.

“The Resort has three different sea facing lawns. RBC Lawn can accommodate 300-600 people. Queens Lawn & Lanai Lawn can accommodate between 100 -200 people. The Resort Garden can accommodate up to 2500 people. Due to word of mouth we receive many enquiries for wedding,” he added further.

“Our hotel has the benefit of being located in the heart of the city, and yet enjoys the exclusivity of being a destination hotel. Our hotel is strategically located and yet has a serene beauty of landscaping and lush green gardens and open lawns. Owing to these features, we started promoting ourselves as the ‘Destination Wedding Hotel’ several years back and have been more than successful in hosting many residential weddings,” affirmed Meenakshi.

“Totaling more than 21,000 sq. ft. of exquisite banquet space, we have enchanting settings for pre-wedding gatherings, memorable ceremonies, and lavish receptions. One can exchange vows in the spectacular Grand Ballroom, featuring glittering crystal chandeliers, or on the beautiful outdoor spaces by the infinity pool,” Bakshi confirmed.

“Talking about decoration, we have various empanelled event management companies and decorators who can create a décor of your dreams. Other than that we 38

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Avadhoot Mahimkar

have listed with us all the other wedding services and vendors like photographers, make-up artists, choreographers, travel companies, invitation card designers, costume designers, jewelers, gifting and packaging options, etc. to ensure that our guests can find all the wedding solutions together under one roof upon booking their wedding with us,” expressed Mallika.

“The joy of wedding can be enhanced with our Executive Chef ’s fresh, innovative cuisine, made from only the finest ingredients. Our professional planning team helps create not only a customised menu but also a complete personalised wedding package to match the vision of the bride and the groom. Whether they desire a full gala celebration or an intimate romantic union, at Sheraton Bangalore Hotel at Brigade Gateway we ensure that their big day creates fond lifetime memories for them and their guests,” Bakshi concurred.

“Pune as a city fits well in the league of destination wedding cities because of its climatic conditions and availability of big brand hotels. Our hotel, JW Marriott Hotel Pune, thus makes an ideal destination wedding venue. Our restaurant, Shakahari, makes a perfect

Srikant Kodali

venue for Sangeet and Mehandi functions with interiors which can be changed as per the demand of the event. On an average, we have organised over 450 weddings during the last three years,” opined and informed Mallika.

“The Renaissance Mumbai Convention Centre Hotel has indoor and outdoor spaces which can cater to an intimate setting of 50 people and also to a huge gathering of 2000 people. We love to cater to customers who like to pamper themselves with lavish wedding décor and cuisine spread,” affirmed Megha.

Sizzling Fare Besides offering the wedding party an ideal venue, the hotels also offer them a lip smacking menu.

“Our Chef, Sandeep Pande, and his team ensure that there are multiple discussions with the customer to finalise the cuisine spread of every wedding. From regional specialties to international food, our culinary team at the hotel is equipped to deliver every requirement of palate of the guests,” aired Megha.

“Wedding menus are something that is of personal choice to the hosts which depends on the guests’ origins, community & their preferences. Our Chefs can cater to multi-cuisine requests from guests; although we mostly see more demand for north Indian / Punjabi cuisine for weddings,” said Kodali.

“Our Chef K. Mehta is well-versed with the requirements of the wedding guests, as far as food is concerned. He thus crafts the recipes according to their needs and tastes. Our Executive Chef, Pavan, always makes sure that the quality of food exceeds the client’s expectations. We have an array of dishes in Continental, Chinese, and Thai cuisines to offer,” declared Mahimkar.

Agatha Gomes, the Wedding Specialist at Palladium Hotel, Mumbai, disclosed, “Keeping in mind that an average Indian is now discerning and has gained exposure to international cuisines, the expectations are mainly focused on balancing the traditional with the international. A decade ago, it was simple to draft a wedding menu, when a live pasta counter was a special feature! However, in recent times, tastes have turned global and guests are requesting for Thai, Burmese, Mexican, and Japanese cuisines, and for live seafood counters too. Even with traditional food,

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HOTEL Business Review

guests want specialised regional cuisines like Marwari, Gujarati and Bengali cuisines. The same goes for the cocktails, with request for mixologists who can create unique blends.”

Mallika too excitedly talked about the F&B arrangements at her hotel. “JW Marriott Hotel Pune has eight F&B outlets, which offer cuisines from different parts of the world. Having so many F&B options also gives our guests a wide choice. For example, Paasha, our rooftop lounge is perfect for cocktail parties under the starlit sky. Similarly, Miami, our astounding night club has also seen a lot of bachelor parties, cocktail parties, etc.,” she informed.

“Apart from this, to make the marriage party a memorable experience, we have two expat Chefs at the property along with a big team of extremely talented and skilled Chefs who can together make anything from a regional Indian to modern cuisine. We also have a team of regional Chefs on board who can make dishes from various regions in India. With such a strong culinary team, we can offer our guests absolutely everything which they would want to have as a part of their wedding buffet,” Mallika elaborated further.

“Our culinary team specialises in various cuisines and prepares food based on the regional tastes and preferences of the guests,” pointed out Meenakshi.

Attracting Clients But catering to the needs of the guests comes only if the hotel is able to attract guests. This, according to industry pundits, can be done via social networks, which are central to the hospitality industry’s marketing strategy.

“Since we are a popular destination for weddings, many prospective clients reach out to our hotel directly to finalise the venue for their functions. Also the hotel proactively reaches out to wedding planners and other specialised partners who assist guests to provide an end-toend solution for their wedding planning, including accommodation and venue requirements. A combination of both helps the hotel achieve large number of wedding events every year,” informed Megha.

“The unique location of our hotel being in Mumbai yet away from the city, makes it ideal for residential weddings as well as non-residential weddings. The hotel

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Ahmedabad, Delhi, etc. to help generate leads,” she noted.

“Most of the time, guests approach us directly, inquiring about the availability of rooms & venues for specific dates.

Working closely with wedding planners entails that our hotel is able to keep abreast of potential clients looking to have a wedding outside their home town; we usually compete with Kerala and Thailand as wedding destination,” stated Kodali.

Saurabh Bakshi

organises an annual wedding fair, which showcases the extravagant décor along with wedding setups and more importantly, the culinary strength of the hotel, thereby providing prospective bride and groom and their families an opportunity to visualise their dream wedding against the hotel’s backdrop,” stated Megha.

“Furthermore, the hotel continues to engage with customers who have already had weddings at the hotel, which result in word of mouth references within the family for prospective future weddings,” Megha added.

Bakshi’s strategy is on similar lines.

“We keep in constant touch with wedding planners and event management agencies for social events like weddings. The leads for weddings generally come in directly to the hotel or through event managers and wedding planners, which we then take over and coordinate from the hotel’s side,” he articulated.

Mallika disclosed that many guests call the hotel for enquiry. “Apart from that, we have a designated Wedding Sales Manager who meets prominent wedding planners, community bodies & community influencers of the city. Our Wedding Sales Manager also visits cities like Mumbai,

Meenakshi Avhad

Expenses and Benefits There are different figures quoted by the hotels in India as per the expenses incurred by the guests for wedding celebrations are concerned. Mahimkar puts it at “somewhere between Rs. 10 lakh to Rs. 30 lakh per wedding.” Bakshi believes, “Depending on the size and scale of the wedding that the guests are looking at and whether it is a local or destination wedding, the spending can range from as much as Rs. 2 lakh to Rs. 25 lakh on a single day.”

“The average spend on food at weddings at our hotel can vary from Rs. 2600 to Rs. 3600 per person depending on the variety and expanse of food the customer is looking at,” informed Megha.

Though most hotels are reluctant to disclose the percentage of revenue earned from weddings as compared to their total earnings, there is little doubt that it is quite substantial. All said and done, it seems that hotels as havens for lavish and extravagant weddings have come to stay in postmodern India. Weddings have emerged as an important source of revenue earning for the Indian hospitality industry, these days.

It can be said that the expenses of hosting a wedding at a five-star hotel maybe high but those who can afford it can save themselves the botheration of outsourcing several services. Endowing the entire wedding ceremony’s responsibilities on a turnkey basis to the hotel avoids the last minute chaos and facilitates smooth coordination of the nitty-gritty of the mega function. Moreover, hosting weddings at hotels can not only facilitate professionalism but could also provide personalised attention to details and catering to customised preferences of the guests.

As Agatha says, “Today, clients hosting wedding celebrations at a five-star hotel are looking for personal attention, and where the offerings are customised to their unique needs.” n

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Wellness by Design

By Swarnendu Biswas

I

n today’s stressed out, fast-paced, highly materialistic times, the need for pampering and as well as the healing of the frequently jaded body, mind and soul becomes all the more important.

Thus these days, wellness is big business.

And without spas the idea of holistic wellness would be incomplete.

No wonder that a research by SRI International, the non-profit research partner of the Global Spa & Wellness Summit (GSWS), has pointed out that the global spa industry grew by 58 percent from 2007- 2013. It grew from 60 billion USD to 94 billion USD during the six year period.

The growth of 58 percent in six years is by all means astonishing, and it becomes all the more astonishing when we take into account of the fact that this growth took place largely amidst a recessionary phase of the global economy.

According to the same findings, globally the revenues from the wellness tourism enhanced to 494 billion USD, rising 12.5 percent from that of 2012-2013. The report was released on September 2014.

Indian tourism and hospitality industry with a strong and soothing force, a decade or so back. Now the wellness itself has graduated to a huge industry in India, where spa holds an important niche.

A year-old study by SRI International stated that India’s total wellness market to cross 18 billion USD during the next four years.

The growth of travel and tourism, increase in disposable incomes and the

Reflection of a Need The wellness wave did also strike the

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Lovina Gidwani Jha

growing awareness to adopt a healthy lifestyle are giving an impetus to the business of wellness in the country.

What is more important, the potential of growth of wellness business in India seems to be more encouraging than its reality.

“In India, spa has clearly emerged as one of the fastest growing industries, and has seen a growth of 8 percent during the last decade,” said the renowned spa consultant, Lovina Gidwani Jha. The perception of the spas across the high-end spectrum of Indian society has also undergone a marked shift during the recent years, in the country. Now there is a sizeable segment of population in India, who no longer equate spas with unbridled luxury, but treat it as an integral part of a holistically healthy lifestyle.

Succinctly, from the nascent stage in the ‘90s, the Indian spa business has evolved to the fast growing stage.

According to the projections of a KPMG Wellness Sector report, which was released in April 2014, the size of India’s beauty and wellness market would nearly double from 2012-13 to 201718. According to the report, the market would reach a figure of Rs. 80,370 crore

Feature by 2017-18 from Rs. 41,224 crore in 2012-13.

Thus it is not surprising that a majority of five-star hotels and a great many four-star hotels in the country too are seen endowed with spa facilities. But it should be borne in mind that not only the spas are mushrooming here, there and everywhere with increased frequency across urban India, but the character of the spa business in the country is also witnessing a marked shift. According to Lovina, “During the last decade, spas in the country have undergone a major transformation in terms of design, equipments, products and also in the diversity of the treatment menu.”

Therefore, in order to make the spa stand out, the hotels and resorts should not only have an impressive array of traditional and modern therapies for healing and rejuvenation, should not only use natural ingredients, but should also have a design that stands out from the mediocrity and competition. Of course, appealing artworks and mood lighting can accentuate the design element in spas, but designing spas is much more than these cosmetic elements.

The Aesthetically Pragmatic According to Rekha Chaudhari, the renowned wellness & spa expert, the Founder of Indian Spa & Wellness

HOTEL Business Review

Rekha Chaudhari

Experts Association (ISWEA), and Managing Director, JCKRC Spa Destination, who by her own admission draws from the nature to help create inspirational, well- balanced and healing spaces, “Designing interiors for the spa not just entails bringing in imported furniture, colouring the walls and designing new stylish windows.

It involves a proper selection of all the things so that they can make the overall effect relaxing, where an individual can aspire to attain the state of nirvana from his day-to-day hectic life. Moreover, effective spa design is also about creating

a structure and an environment which will support the business in all its aspects, including retail sales.”

Here it deserves a mention that JCKRC Spa Destination is one of the leading spa solutions providers in the Indian spa industry. JCKRC has been importing and distributing a wide range of premium spa and beauty products & equipments from across the globe; few of them being Remy Laure (France), Phytomer (France), Medskin Solutions (Germany) among others.

It should be remembered that spa designs should not be all style and little substance. Lovina, the wellness expert, gives adequate weightage to the aesthetic appeal of the spa, but pragmatically thinks that user-friendliness of the spa’s design is more important than its aesthetic, and should be given preeminence over the latter if they are in conflict while designing a spa. “The spa business thrives on guest loyalty and for this the comfort of the guests should definitely be given pre-eminence,” she asserted.

Effective spa design can not only enhance aesthetics but can and should also contribute towards the revenues of the spa. Rekha believes that spa design is an essential tool in generating business and revenues for the spa.

To substantiate how design can

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enhance spa revenues, Rekha, who has a patent therapy named ‘The Novel Rope Massage’, cited an example to drive home her point. “A few months ago, a plastic surgeon sent me the plans of his future medical spa that had been designed by a well-known architectural firm. After redesigning the plans within the same space, the potential income of the spa was raised by 239 percent,” she stated, to my amazement.

Succinctly, the development of the design of the spa should take into account of the treatments it offers, the profile of its clientele, the general aesthetic considerations and as well as the business and marketing perspective.

“The spa designer needs to assess the real possibilities of the space, and help the spa owner to revisit the wish list and set priorities as needed. It is only after this exercise that a surface plan for the spa can be conceived and an accurate business plan can be recreated,” explained Rekha, the dynamic entrepreneur.

What is the effective design for a spa that can optimse revenues for the spa concerned? “It is important to understand that it is not always more number of treatment rooms that will create the optimal income for the spa.

It is the usability rate of each treatment room that makes the difference,” Rekha proffered wisely.

I probed the wellness expert further on this aspect. “In order to reach the best usability rate for each treatment room in your spa, your spa designer must 44

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conceive the plans while incorporating the correct amenities for the structure, thereby facilitating the optimum traffic flow with the right supporting spaces,” the wellness czarina explained.

“It is pragmatic to make sure that your spa designer will combine in the conception and design of your spa a treatment-based approach, an aesthetic sense, as well as a business perspective,” Rekha summed up.

Luxury Spas, Spaloons and Themed Spas As far as the hospitality industry is concerned, the design of the spa should change according to the profile of the hotel or resort where the spa is situated or is to be developed. Lovina thinks that

a study of the location of the spa and the type of guests it is expected to cater to are the factors to be considered at the onset of designing a spa.

“If it is a spa in a luxury hotel, a separate hydrotherapy zone should be included in the design. Of course, the rooms should be spacious and comfortable. A health cafe within the spa facility would be a good option. Also, a retail boutique offering an eclectic range of holistic wellness products should be considered for a spa in a luxury hotel,” elaborated Lovina, while reflecting her immense knowledge and expertise in the business of wellness. Besides these, the spa in a luxury hotel should also include the option of a fitness studio, a relaxation lounge, a finishing studio, sauna and steam within its ambit.

Rekha opines that as per the current market trend goes, Spaloon seems to be the most popular model of spas in India.

She states that while constructing the spas it should be kept in mind that the “Indian consumers expect everything under one roof, whereas international consumers are used to opt for specialised services with a specialist only, which include the nail spa, hair salon, thermal spa, etc.” She pointed out that recently some five-star hotels in India have merged nail & depilatory services under the spa services, which seems to be an endorsement of the average Indian’s thought pattern pertaining to wellness solutions.

With the culture of sustainability gaining momentum across Indian

Feature hospitality industry, eco-friendly spas can be a viable business option. Rekha however, feels that though eco-friendly spa is a good concept, but growing this concept in the conventional star-rated hotels is difficult, though according to her, resorts are adhering to this concept.

The futuristic spa designs or themed spas can help the spas in hotels and resorts stand out from the clutter of competition. However, all themed spas need not be futuristic in character. They can simulate the past or a different world altogether to enhance the sense of wellbeing of the guests.

For example, spas designed as a Roman bath or as a spaceship(with a tag such as ‘Exploring Wellness Space’) or as a jungle retreat can be savvy options to explore wellness with innovativeness.

Similarly, spas designed as wonderland; away from our known world (like Narnia or Alice in Wonderland), with pictures and motifs of the imaginary land spread across the ambience of the spa, and with personnel dressed as imaginary characters, can definitely give a boost to

HOTEL Business Review

the business of the hotels and resorts.

Lovina finds the idea of themed spas interesting, but according to her, “they can sometimes become gimmicky.” This becomes especially true if the service and amenities do not match up to the ambitious theme.

Lovina told that she had “a number of futuristic spa designs in mind” and her company, Spa Guide –N-Light is working on these concepts for some resorts. She happens to be the Founder and Creative Strategist of Spa Guide-NLight. Her company is involved in all aspects of spa development that include spa design, operations, and marketing among other services. Unfortunately, she didn’t divulge any details of these futuristic spa designs, despite my persistence. She smilingly told me that those ideas were confidential at this stage. However, Lovina disclosed that“They are all being designed while keeping in mind the rich culture of our country and the mindset of our Indian consumers,”when I doggedly pursued her on this score.

Challenges to Design Lovina lamented that still not many spa investors take a spa consultant on board during the designing phase. “This can be very detrimental to the spa design and finally to the commercial viability of a spa,” she observed. Often the prohibitive real estate costs are marring the prospects of great spa designs, a fact which she elucidated. The high real estate costs often pose constraints in location, which in turn can lead to constraints in design.

Moreover, all said and done, the spa industry in India has still not matured.

Paucity of skilled personnel and lack of standarisation are the characteristics of this industry, in the country. This is in turn impeding the design element of spas.

“As the wellness industry in India is in the developing stage, there are not many skilled architects and interior designers in the country who specifically understand the nuances of designing beautiful and operationally viable spas,” elaborated Lovina. This is another of the challenges towards fruition of great spa designs in India. n

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HOTEL Business Review

Uniform Matters in Food Service

By Sharmila Chand

R

estaurant staff in smart uniforms can be a great tool for making the food service business look and feel more professional.

When guests arrive at a restaurant, they wish to see a sense of order and cleanliness. Dressing employees appropriately in matching uniforms can influence the making of the first impression about the place.

Uniform is one of the means to inculcate a sense of equality in the team, which in turn can enhance the team spirit and hence productivity. This is true for the restaurant business too.

I had discussions with some experienced professionals in the Indian food service business and got their viewpoints on the latest trends in uniforms in the Indian restaurant business and also about the various challenges in selecting the right uniform and other related issues.

Facilitating Branding and Impression “While restaurants’ staff uniforms do not 46

Mar-Apr ’15

directly influence the actual operations of the restaurant, but the uniform plays a major role in marketing and promoting the restaurant’s concept by word of mouth through guests, as the restaurant server in the uniform can contribute to the first visual impressions among the minds of the guests. And the visual recall goes a long way in brand perception and retention,” affirmed Hamesh Shetty, F&B Manager, Goa Marriott Resort & Spa. “Uniforms lend a definite theme and character to the restaurant,” stated Abhishek Dhar – EAM, F&B Services, Alila Bengaluru. “Staff takes pride with a great uniform which defines the personality of the restaurant,” he added further. He further gives a fine example of the Tuxedos at Raffles Hotel in Singapore, which promotes the finesse and elegance of the restaurant.

“As far as the first impressions go, a staff member’s uniform becomes an important part of the customer experience. Customers want to see clean and well-dressed staff, not

untidy or uncoordinated outfits. A set uniform style is very important for a restaurant as it helps in reinforcing the branding and image of the outlet. With a professional uniform styling, restaurants can boost their business as the attire of the staff can create a strong impact on the guests. Last but not the least, it helps the guests to recognise the staff in a busy restaurant,” emphasised Gaurav Mehra, General Manager, High Ultra Lounge, Bangalore.

“One of the most dynamic tools for registering the tone of a good upscale establishment could be the uniform its staff wear,” asserted Garima Nagpal — Executive Housekeeper, The Imperial, New Delhi. “As the point of first contact, it should be welcoming and yet make an impact. When food is being served, it should portray cleanliness, hygiene and good style,” she added.

“As far as the first impressions go, a staff member’s uniform becomes an important part of the customers’ experience. In the foodservice business, the uniform reflects the image and brand

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HOTEL Business Review

of your restaurant. The right uniform can communicate a restaurant’s brand position and can reflect credibility,” opined Elton Hurtis, General Manager, Courtyard by Marriott, Bhopal as he added, “And yes, it also enables customers to easily identify the employees of the restaurant.”

“Apart from the food and beverage and the ambience, the ambassadors (employees) of the restaurant do make a powerful impact on the customers’ minds. Each ambassador in restaurants at Sofitel Mumbai BKC wear his/her uniform with pride, which creates a great impression. Uniform plays a vital role in restaurants’ overall operations, right from the hostess standing at the entrance of the restaurant who makes a first impression on the guest when she welcomes him with her stunning uniform and warm smile, to the food and beverage team serving dishes to the guests. Uniform becomes a crucial part of the restaurant for its promotion,” expressed Shilpa Kosambia, Executive Housekeeper — Sofitel Mumbai BKC. “Uniform allows our staff members to be the brand representatives for a specific restaurant. Overhauling and investing in staff dress is a major part of creating an image. Restaurants’ uniforms not only compliment the restaurants’ atmosphere, but also contribute towards reinforcing the brand images in the minds of our guests,” articulated Reetha Thomas, Executive Housekeeper, Radisson Blu Hotel Noida.

“Our guests are well-travelled and they definitely notice when there is thoughtfulness put into the uniforms. It is best to research and look at what the current trend is, but adding a local touch is even better. The uniform should be well-fitting and original.”

Other Uniform Usages

“Restaurants’ employee uniforms obviously vary from hotel to hotel or restaurant to restaurant, and they vary according to the location, concept, etc.

While a formal trouser, shirt and apron may suffice in a particular restaurant, another may require a waistcoat, or maybe jeans, t-shirt, cap or special shoes,” explained Hamesh.

Hamesh believes that “Uniform standards for a restaurant needs to be clearly defined as they help in marketing and building the restaurant’s concept.”

“The concept and the location of the hotel/restaurant play a primary role in the decision pertaining to the restaurant’s uniform. Also factors like the culture of the hotel/restaurant and the service style of the restaurant should also be factored in while taking the decision about the restaurant’s uniform,”

“The uniform in restaurant plays a critical role in the look and feel of the

Gaurav Mehra

Hamesh Shetty, F&B Manager, Goa Marriott Resort & Spa outlet. The uniform design has to be practical to use. A very complicated or over the top design will hinder the employee from working comfortably,” pointed out Neha Gairola, Rooms Division Manager at Mövenpick Hotel & Spa Bangalore.

And of course, uniforms not only can enhance efficiency by helping to foster team spirit and togetherness, they also contribute to the employees’ morale. “It is a scientifically proven fact that we are more efficient when we feel confident about ourselves. A well designed and fitted uniform contributes significantly to the employee’s morale,” pointed out Neha.

“The uniforms exude a positive attitude regarding the employees’ role.

Crisp and well-fitted uniform makes the staff feel empowered,” Reetha pointed out further.

Factors to Consider

“The uniform must stand out if the background is staid or subdued or it may merge into the atmosphere. Restaurant uniforms must be a part of the whole experience and not be so overbearingly ostentatious that it makes the diner feel uncomfortable. At all times, the uniform must be clean and in good condition.”

Garima Nagpal — Executive Housekeeper, The Imperial, New Delhi Abhishek pointed out.

“The fabric of the uniform needs to be selected while taking into account of the level of physical activity of the employees concerned,” averred Gaurav. “We need to ensure that the fabric is easy to wash and maintain for having that spotless starched look. Another major factor is to make sure that the colour, style and theme of the uniform reflect the general branding and theme of the outlet,” Gaurav elaborated further.

“The style of the restaurant, that is whether it is contemporary, modern, period, etc. is important to consider while designing restaurant uniforms.

The restaurant uniforms must be a part of the whole story and depict the character of the restaurant,” observed Garima.

“Comfort level, durability of the fabrics, colour fastness also need to be checked, before arriving at a choice of the uniform,” Garima pointed out. However,

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“It gives a sense of belonging when the entire workforce wears the same uniform. I very strongly believe that uniforms in general are integral part of our industry. Every service industry, whether they be hotels, department store, restaurants or hospitals, demand that the workforce look more united and eager to serve the customer. So the role of the uniform becomes very important in a service industry like ours.”

key factors in designing uniforms for restaurants. “We need to consider, whether the restaurant is an indoor or an outdoor outlet. The local weather conditions should also be taken into account. For example, in a place where there is high level of humidity, linen fabrics work well,” she explained. “One needs to take into account the theme of the outlet and the brand’s personality in mind while designing uniforms.

The uniform should be in sync with the brand ethos and positioning of the restaurant,” averred Neha further.

Besides taking into account of the theme of the restaurant, for whom the uniform is going to be designed should also be given great importance. “For example, if the uniform is for stewards, they should be comfortable performing their day to day operational tasks such as lifting or bending, doing setup, etc. while donning the uniform. One should clearly understand the daily tasks of the people for whom the uniform is being designed while designing the uniform,” Neha proffered.

“Furthermore, it is good to take into

Reetha Thomas, Executive Housekeeper, Radisson Blu Hotel Noida choosing the colour of the uniform is always not that simple. “We should keep in mind that the colour of the uniform must enhance the skin of the wearer.

Thus a light lilac uniform on a dark skinned person may not be the right choice, even if the restaurant demands a very light colour. However, you can never go wrong with black or white,” voiced Garima.

“While choosing the uniforms for the restaurant, one must consider factors like theme of the restaurant, the culture of the guests visiting your restaurant, and which cuisine/s the restaurant is serving.

Apart from that we need to consider the wash cycle for that material, wear and tear of the material, new trends in uniforms, and the practical aspect of carrying the uniform while serving the guests,” elaborated Shilpa, by giving a holistic perspective.

Neha also points out some of the

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“People are the most important asset of any organisation.

Presenting them rightly and setting the right environment at the restaurant is the key to success. It requires a lot of effort and planning to present them with elegance. It is all about showcasing our best as we represent our organisation as ambassadors. Thus comes the requirement of a well presented uniform.”

Abhishek Dhar – EAM, F&B Services, Alila Bengaluru

“Today a lot of thought is given when hotels design the uniform for their restaurants. It is easier and more effective to keep it simple when it comes to design sensibilities. Uniforms have a very critical role in contributing towards this brand promise.”

Neha Gairola, Rooms Division Manager at Mövenpick Hotel & Spa Bangalore

account of the architectural design and look and feel of the outlet, what are the colour schemes used at the outlet, etc.

For example, a dark ambience of the restaurant means it would be good to use lighter uniform shades,” aired Neha further.

She had a few more pertinent points.

“The age group of the wearer and budgets have to be kept in mind, and it is needed to ensure that the design and overall look of the uniform is respectful of local religious and social sentiments,” observed Neha. She feels that while choosing a restaurant’s uniform, it is important to ensure that the uniform is universally suitable across various age groups, cultural sentiments and physical appearances.

Reetha Thomas also elaborated some key factors, which she believes need to be considered while selecting the restaurant uniform.

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HOTEL Business Review

“A clean and proper uniform can speak a lot about the restaurant itself. If the entire staff is wearing the same uniform, it gives an impression to customers that the restaurant is aware of its image. The uniform completes the package of the restaurant’s image and the customers’ expectations. It should be a comfortable and functional piece of garment, as well as a vehicle for building a sense of team spirit.”

“Durability of the fabric is also vital to avoid extra/unnecessary cost. Moreover, as restaurant uniforms should be spic and span, it is highly recommended to get wrinkle or shrink resistant material for the uniforms,” elaborated Reetha.

Challenges in Choosing There are of course, challenges in choosing the right uniform for a restaurant, but they can be addressed with pragmatism. According to Hamesh, “There shouldn’t be any challenges in choosing the right uniform if the restaurant’s concept, the image that the restaurant needs to portray and functionality required are clear. Perhaps the only factors to take note of are to choose materials that are easy to clean or more resistant to stains, considering the demands of the day-to-day working environment.”

However, Gaurav Mehra states that “There are a lot of challenges in choosing the right uniform for a restaurant. To start with, one needs to

“Uniforms at Sofitel have been specially designed by Jean Louis Scherrer – a famous French designer to give a distinctive look to our ambassadors. Some specialty restaurant uniforms are designed by Ritu Beri and Bada Saheb. As per Sofitel culture for the ambassadors, the uniforms that you will wear with pride will also be maintained with the same love and care.”

Shilpa Kosambia, Executive Housekeeper — Sofitel Mumbai BKC

Elton Hurtis, General Manager, Courtyard by Marriott, Bhopal

make sure that the fabrics used for the uniforms of front office staff and the kitchen staff take into consideration the heat and the flame they will be exposed to.“ “Very often, the colour which accentuates the design and style of the restaurant may not be available or is available in the fabric which is not suitable. The design may look good on the drawing board but may not translate into a good uniform; an uniform which can make the staff look smart and elegant. Moreover, the dress may be so complicated that it may not be able to be made in all shapes and sizes,” reasoned Garima.

“Challenges come with choosing the right vendors to understand your requirement and also in finding the right designs and materials that would look good on all your employees and at the same time will be operationally easy to manage,” viewed Elton.

Neha Gairola would not term them as challenges, but rather as critical factors. “The laundry should be able to effectively help maintain and upkeep the shelf life of the uniforms on a continuous basis. If the laundry is not able to support it, we would incur huge expenditure in terms of replacement costs,” Neha asserted, while stating that laundry support is a critical factor behind restaurants’ uniforms.

“Some fabrics get shrink or bleed colour during regular washing. Thus it is essential to ensure that the fabric

does not shrink and does have good colour fastness,” Reeta informed, while talking about the challenges in choosing uniforms for restaurants.

“It is advisable to set an overall budget and determine the number of uniforms needed over a time span. This makes it easier to get the best value for money as well as the highest quality,” Reeta observed further.

The Uniform Trends in F&B “The trend is to showcase the concept of the hotel with elegance to our guests,” expressed Abhishek, while talking about the trends in uniforms across restaurants in hotels, in urban India. “Elegance and style blended with well-presented theme is the key to the success of a well designed uniform,” he noted.

“Advances in fabric technology has given uniforms a new trend all together. This new technology allows uniforms to be less constricting, more stain resistant and easier to clean and breathe. Now uniforms are built to last with special details like bar-tacking, breathable lining and stain resistant fabrics,” added Elton.

“Recent trend with regard to restaurant uniforms in India is to have a blend of a traditional look with a modern touch,” expressed Shilpa.

“New designs with Indo-western fusion concepts are in. Moreover, keeping the uniform simple is the trend. Earlier restaurants in hotels kept the uniform designs flamboyant, but today simplicity is the key,” pointed out Neha. n

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HOTEL Business Review

An Oasis of Serene Wellness

By Sharmila Chand

A

haven of rejuvenation and relaxation, Spa Oasis at The Grand New Delhi presents a tranquil and serene experience, which is far removed from the humdrum of the concrete jungle of Delhi.

Offering a holistic and personalised experience, Spa Oasis provides the rare luxury of personal space together with a sense of timelessness to treat your senses, soothe your mind and refresh your spirit.

Spa Oasis, spread across 13,000

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sq. ft. of space, includes specialised therapy and massage rooms, steam, sauna, Jacuzzi, chill pool, state-of-theart fitness centre and a fully serviced salon. The spa’s dedicated and highly qualified team of experts will advise you on a gamut of facets of health and wellbeing and the therapies are customised according to your needs.

The fitness centre at The Grand New Delhi is equipped with state-of-the-art equipments, which are complemented by a team of trained professionals.

Offering a wide range of facilities that caters to the needs of the modern traveller, the fitness centre has the latest strength and cardiovascular training equipments.

The fully serviced beauty salon with highly trained professionals offers a variety of specialised beauty treatment services for both women and men.

Facials, pedicures, manicures, styling, hair care, bleaching, bridal make-up, light make-up, threading, colouring are only some of them.

Sp a

HOTEL Business Review

Managing Wellness and People On my visit to the spa, I got an opportunity to meet the Spa Manager of Spa Oasis. Archana Gupta, the Spa Manager of Spa Oasis at The Grand New Delhi, has more than 14 years of experience in the field of beauty and wellness. She has been associated with hospitality chains like Taj and Hyatt before taking up her current assignment with The Grand New Delhi.

While being associated with Jiva Spa of Taj Hotels Resorts and Palaces, Archana did set up the luxurious spa at Rambagh Palace Jaipur.

Her strength lies in designing new spa treatments and leading an impressive growth of the spa that she is associated with. The excerpts of the interview follow: What are the kind of changes you have witnessed in the Indian spa business during the past fivesix years?

Visiting a spa has attracted great importance across lifestyles in India, during the last five-six years and going to spa is seen as a trendy option for those looking to attain healthy lifestyles, fitness, spirituality and relaxation.

Today many spas have become health spas, focusing on long-term lifestyle changes. Destination spas are laying emphasis on promoting a healthy and holistic lifestyle.

Most of the spas across the globe are making effort to move towards natural products. The latest trend towards

beauty is through the organic way.

Today, natural ingredients are used for scrubs, wraps, packs and massages.

This is due to the rising belief in that what we apply to our skin should be as nutrient-rich and natural like what we eat.

In our country, Ayurveda has gained popularity and has come to become the base of most of the spa treatments offered, with the aim to detox and provide an overall sense of well-being.

Another top trend is to include exotic royal treatments in the spa repertoire.

What are the key factors to be kept in mind while opening a spa? And what are the challenges

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from others?

Spa Oasis is truly an oasis of wellness and serenity amidst the hustle and bustle of Delhi. Spread over 13,000 square feet, the spa offers holistic well-being with spa services, beauty treatments, fitness and yoga, all under one roof.

Well designed treatment suites are luxurious and have natural day light.

The spa is surrounded by greenery on three sides.

Do you have customised treatments at the spa?

while opening a spa in India?

Location and ambience of the spa are the keys to the success of a spa and should be carefully chosen and planned. The serenity and relaxed atmosphere of the spa is necessary to cast a spell on the spa goers. Your spa should offer a luxurious environment together with functionality.

The challenge is to create a spa with new concept, which has holistic wellness and focuses on fulfilling clients’ expectations.

Indian spa industry also witnesses a dearth of skilled personnel and high employee attrition, which are challenges towards opening a spa.

What factors have to be kept in mind to chalk out a decent spa menu?

A spa menu should be made in line with the concept of the spa. The menu items should also be based on the kind and location of the spa. For example, a day spa menu should be different from that of the menu of a destination spa and a spa situated in hills would have treatments different from the one in coastal area.

The spa menu should also be designed while keeping in consideration the target clientele.

Each spa menu should have signature treatments that give one insight into one’s spa and its USP. Furthermore, a well-balanced 52

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spa menu should have treatments of different durations for one to choose from.

What do you enjoy the most about being a Spa Manager? And what are the crucial features of this position?

Being a Spa Manager means wearing different hats. I enjoy playing the role of a Trainer, a HR Manager, Accounts Manager, Sales Manager, all in a day’s work. The role of a Spa Manager is multifaceted and very challenging.

Human resource management is a key role of a Spa Manager. A Spa Manager has to look after the most important asset of the spa – the staff.

We all know, when the staff is happy, the guests are almost always likely to be satisfied and when the guests are satisfied they are likely to tell other people about your facility and it is more than likely that they will themselves come back. This way the spa can increase its footfalls.

Succinctly, delivering an efficient spa service takes dedicated, patient and reliable employees who need to be supported and encouraged by the Spa Manager.

It is the responsibility of the Spa Manager to create a successful and congenial spa environment.

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

At Spa Oasis, we have included signature treatments in our menu.

The Grand Signature treatment is carried out using warm castor leaves.

Castor leaves are known for their numerous benefits and the treatment is recommended for those looking to relieve back or joint pains.

Spa Oasis’s menu includes a section called ‘Nature’s Trail.’ The treatments listed in this section are carried out using 100 percent natural ingredients with zero preservative. For example, one can take a fruit facial to pamper the skin. Here fruit juices and pulp are used as per one’s skin type.

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

My favourite treatment is Coconut Cream Therapy. Here grated fresh coconut and cashews work to deeply cleanse and exfoliate, leaving the skin soft and glowing. Pure coconut cream from tender coconut is then used for the body massage. The treatment is carried out using all natural ingredients and has tremendous benefits.

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HOTEL Business Review

Tools to Boost Hotel Sales Online

By Tarun Gulati

T

he Indian hospitality industry is warming up to the online age, and the battle for market share is shifting to the world wide web as a significant section of customers are showing a marked liking towards online means for travel bookings. The Internet offers both direct and indirect channels to capture a customer at different levels of your marketing funnel and it is up to you to ensure that you harness this potential effectively, without letting this huge potential turning into lost opportunities.

Today it is imperative that your hotel sales strategy adequately addresses the rising need to be reflected itself across all available online channels where a large section of your customers and potential customers dwell.

Another aspect that needs to be realised by hoteliers is that the classic 4Ps of marketing are not enough when

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dealing with customers online. The 4Ps of marketing — product, price, place and promotion — need to be supplemented by the 4Ps of Internet marketing – participation, personalisation, predictive modeling and peer-to-peer communities — in order to yield the effective results through online marketing of hotels.

For the tourism and hospitality industry, online customers have the following key channels to either be influenced or make a purchase decision.

They are brand websites, online travel agencies, online search engines, metasearch engines, social networking platforms and e-mail. Let us have a look at how each of these channels’ needs can be optimised to facilitate a potential guest landing with your hotel.

Brand Website Your hotel website is a manifestation of

your property in the virtual world. It should be treated the same way as you would treat your hotel in the physical world. Just like your hotel, you want your hotel’s website to be easy to navigate through, always looking spectacular and delivering memorable user experience.

Therefore, it is advisable to build a website which is simple and elegant.

Let the pictures do the talking for your brand. High-quality pictures of the unique experience/s that your hotel promises will highlight it/them in a much better manner than text alone. Videos are another great way of influencing users.

That being said, the other important information categories that your hotel website should have is hotel rates, room availability and information on room types, packages, amenities and contact information.

And don’t forget your mobile users.

Sp a Technology These days, a significant proportion of online bookings are made through mobile devices. Succinctly, ensure that your hotel’s website is responsive and that the responsiveness in no way hinders the user experience on your hotel’s website.

Ease of booking plays a crucial role when users visit your website. Research suggests that frustration for booking often dissuades a guest to book a room at the hotel. A conveniently located button leading customers to the booking page at every page, serves as a callto-action and also presents an ease of booking to a potential guest. Having a booking engine that is quick, offering sufficient information to customers to make bookings on desired dates, offering enough customisation options and quick payment options are less likely to frustrate customers and potential customers. Once again, ensure that the booking engine works equally efficiently on a mobile device.

Your website can also serve the purpose of personalisation and predictive modeling. Make sure that at the very least, if not additional analytical tools, you have Google Analytics installed on your website to track user acquisition and behaviour. It will provide you a ton of data that will in turn allow you to understand where your website is lacking.

It will also provide you data as to which sources compel users to visit your website; is it your TripAdvisor page or your Facebook page, or is it one of the OTAs? This in turn will allow you to identify and improve upon your presence on the most important acquisition channels.

Moreover, returning visitors can be

HOTEL Business Review

introduced with pop-up ads, offering discounts to finally seal the deal.

Installing a Facebook tracking pixel can allow you to retarget those who have visited your website with special concessions in their Facebook feeds, thereby allowing you an opportunity to gain the lost customers.

Online Travel Agencies If you are selling rooms online then you cannot afford to be not on OTAs. OTAs are an important part of the modern day traveller’s information and research process. Travellers can visit a plethora of websites, which often include a large number of OTA sites, before they arrive at a purchase decision. Thus, the OTAs help expose your brand and your room inventory to hundreds of online users daily. Apart from the bone of contention

held over rate parity and commissions, one of the biggest deterrents to hotels not pushing their room inventory to the multitude of OTAs available is the inability to manage hotel room inventory on these online channels.

You can deal with rouge OTAs, but you cannot disregard the immense benefits that listing on OTAs can provide.

Not only can your presence on OTAs facilitate more direct bookings, courtesy the billboard effect, but help you fill up rooms that might have gone unsold otherwise. Therefore, investing in a channel manager is an absolute must.

A good channel manager will help you eliminate human errors that may otherwise creep up, and thereby facilitate that your rooms are neither undersold nor oversold.

Here it deserves a mention that Djubo

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is an example of a cloud-based channel manager. Djubo manages booking confirmations, room holdings, room queries, payment follow-ups, online channel partner management, booking engine management and much more through a single interface. Djubo is, in essence, a complete hotel sales platform. It helps you keep your revenue management strategy in sync with your online marketing strategy. It allows hoteliers to send automated pre-arrival and postdeparture messages to their guests.

Online Search Engines Search engines have become the very basis of how information is located in the incomprehensively vast data mines of the Internet. Today, search engines like Google and Bing offer sophisticated results, based on hundreds of parameters.

Of prime importance to hotels are the local search features. During 2014, almost 20 percent of the search was for local information.

Ensuring visibility on search engines is once again a function that takes into consideration your website. Make sure your website is SEO optimised and listed in local businesses on Google and Bing. Once again the content on your website will play a crucial role in ranking your hotel in search engine results.

A good way to incorporate new online content is through blogs. As a hotel, a blog has a huge content marketing potential. Making a blog post on the unknown local attractions in your region and pushing it across social media platforms can entice several users to land on your blog. Google+ may not be the most exciting social network, but Google has made sure that businesses stick to it.

And stick to it you must. Make sure you spruce up your profile on Google+ and share content regularly.

It is also most likely that for a term like ‘your city + hotel’ is going to get results from most major OTAs, along with from competing hotels. So, another important step in increasing your search engine visibility is to perform a proper keyword analysis and identify alternative terms that can lead to your hotel, for example ‘beachside hotels in your city.’

Metasearch Engines Metasearch engines like TripAdvisor have almost become ubiquitous with

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travel, in today’s times. Today, more and more people are looking up to travel metasearch engines to provide them decisive information on destinations and hotels. As a hotelier, your presence there is an absolute essential. A key element while marketing your hotel on metasearch engines is to provide information in as elaborate a manner as possible and in harmony with the content on your website. Finding different or less information on your website is not going to inspire a lot of confidence in a prospective customer.

stay evaluation are another great way to collect e-mails and again a checkbox offering news on special offers is a great way to get guests to sign up with their e-mails. A key point to remember here is to always mail guests who opt in for it and never without their permission.

The next task is to sort through your database and segment guests based on tastes and preferences. This will allow you to personalise your e-mails further and your personalised e-mails are also more likely to receive response than general e-mails.

And your e-mails don’t just have to be about special offers and discounts.

Guests would love to know about that newly renovated restaurant in your hotel.

Informing them of the new wine tasting session at your hotel might be something that your guests would enjoy. The great big local event at your destination might just put your hotel at the front of a guest’s consideration list if she/he decides to attend.

Social Networking Platforms

Closing Comments

Social networking platforms are the netizen’s new hangouts. As a hotel, social networking sites can offer a very rewarding touchpoint. There is always interesting destination information on social networking platforms to share that can be useful to tourists, for those thinking of visiting the destination where your hotel is located and also for others interested in travel, in general.

Moreover, social networking provides great opportunity for you to interact with your guests. Ask guests to visit your profiles and share content, leave reviews and check-in. There are a lot of creative ways in which you can utilise social media platforms for online reputation management, for spreading the word about your hotel and for staying connected with your guests.

Internet today is not only a means to add on to the customer base, it is also the way to acquire a customer base. Revenue from bookings through Internet has escalated greatly during the past five years, and it is expected to grow by leaps and bounds in the coming years.

Hoteliers, especially from independent hotels, need to change their stance against Internet and no longer should they be intimidated by the apparent muddle of online technology.

In the online world of Internet lie tremendous opportunities, which can be harnessed by using the right tools. These tools must be seen as an investment by hoteliers rather than an expense, not just in terms of money but also time.

The time that these tools help you save may eventually going to facilitate you towards understanding your online presence better and could enable to leverage those insights to generate better hotel sales.

E-mail E-mail is as personal as it can get online.

E-mails are a great way to maintain and build relationship with existing customers. There are several ways in which you can grow your e-mail list organically. It can start with your website offering e-mail sign-ups for your newsletters and special offers. Offer a checkbox at the end of the booking transaction to join the e-mail list. Post-

The Author is the Co-Founder of Djubo.com

Mar-Apr ’15

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HOTEL Business Review

THE DIVINELY CARPETS

Carpet is one of the most popular flooring materials. It is generally soft, warm and comfortable and is construed as a mark of luxury and a reflection of style. The carpets facilitate a luxurious feeling to the space and also give warmth.

The look and feel of carpet is based on the type of fibers used in its manufacture, as well as on how those fibers are being treated.

There are a variety of synthetic and natural fibers which are used in the making of carpets. Carpets are nowadays are easy to maintain with few careful steps.

Wall to wall carpets help in absorbing sound vibrations, especially with a good-quality pad beneath them, and work as a barrier between floors by reducing sound transmission. With new concepts of home décor – a wall to wall carpet is becoming a requirement for residential and commercial spaces.

Divine has been providing carpet materials to the Indian market since 1984 and is an important player in carpet sourcing, development & service to esteemed clients. Divine is a comprehensive brand for superior wall to wall carpets, which can perfectly suit all types of constructions, colours and materials. The versatile product range of Divine can fit every creative floor solutions and support the architecture in an intelligent way.

F&F Global Pvt. Ltd. anurag@fandf.in

SPECIALISED CONSULTANCY

Cilantro Hospitality offers professional consultancy to hotels & restaurants and others involved in hotel & restaurant business. Cilantro Hospitality is a specialised consultancy company promoted by Tanmoy Chowdhury, a hotel management graduate who has over 23 years of experience in India and abroad and more than ten years experience as a freelancer for providing facility and pre-opening technical expertise to hotels & restaurants. The recent projects for which planning and commissioning expertise are provided Haldiram Food City in Kolkata and Cocoon Hotel in Jharkhand. The company has qualified professionals with vast experience in the hospitality industry with multiple skills, along with creative knowledge to meet up the clients’ needs. The major field of expertise are area programming, back of the house designing, providing structural and interior design, facility planning, food planning, kitchen planning, pre-opening technical services; more elaborately from concept to commissioning of projects or for any hospitality need. The company can convert a piece of land into a flourishing business destination by providing its professional services.

Cilantro Hospitality Services info@cilantrohospitality.com

P ro d uct Previ ew ELECTROLUX E-FLEX GLASSWASHERS TO FACILITATE COMMERCIAL KITCHENS

Electrolux Professional’s latest launch introduces a new washing solution for glassware to eradicate customers’ pain points. The new Electrolux E-flex glasswashers are designed to guarantee ease-ofuse, bestin-class performance, excellent hygiene and the high durability.

They are ideal for bars, pubs and cafes.

Electrolux Professional’s insight into customers’ needs identified and highlighted the most common pain points in dishwashing operations, which are complicated control panels, the possibility of danger of injury from doors slamming shut and protruding handles, low quality rinsing results, and difficulty to access internal components for machine servicing.

The company focused on an affordable glasswasher, which addressed these common complaints in a more flexible machine with the same high quality elements as in the larger single skin machines. This facilitates that smaller enterprises such as bars, pubs and café businesses can serve their guests in the best possible way with the new Electrolux E-flex glasswashers, thereby facilitating faster service in shining, clean glasses and cups.

The single button control panel and the counter-balanced door of the new Electrolux E-flex glasswashers ensure easier and faster operations.

The counter-balanced door with soft opening and closing of the equipment also helps in avoiding the risk of injury to fingers and the recessed door handle protects the operator from getting stuck when working in narrow spaces behind the counter. Besides these, the robust stainless steel construction and optimised design for easy cleaning guarantee excellent standards of durability and hygiene with Electrolux E-flex glasswashers.

Moreover, the Electrolux E-flex glasswashers operate silently and with less heat emissions, thus resulting in improved workplace ergonomics.

Electrolux India eprindia@electrolux.com

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

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BUSINESS OPPORTUNITY

ADVERTISER’S INDE X COMPANY

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AMBIENTE INDIA 39

RAMSHA HOME & LIVING

21

COIRFOAM INDIA PVT. LTD.

RANS TECHNOCRATS (INDIA) PVT. LTD.

25

RELIANCE RECRON

01

FIC

REMINGTON STEEL ARTS

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F&F GLOBAL PVT. LTD.

17

SNOOZER BEDDING LTD.

15

HEIMTEXTIL INDIA

53

COMBII ORGANOCHEM PVT. LTD. ELECTROLUX PROFESSIONAL

BC 23

SUPERSHINE LAUNDRY SYSTEMS PVT. LTD.

19

HICARE 07

SYSTEMS INDIA PVT. LTD.

11

HOME COMFORT TEXO FAB

18

TRAFS 33

HOSFAIR 2015

37

TREND N DESIGN

41

IFB INDUSTRIES LTD.

13

TRINITY HOME PRODUCTS

14

KESRI TRANSCONTINENTAL

59

TURBO CONSULTANCY SERVICES PVT. LTD.

LOOMCRAFTS FURNITURE INDIA PVT. LTD.

26, 27

45

UNDP-GEF PROJECT ON CONCENTRATED SOLAR HEAT

BIC

MKN INDIA

31

VEDIC AROMA LAB

16

PACIFIC MERCHANTS

35

VENUS INDUSTRIES

05

PUSHKAL TEXTILES

12

BUSINESS OPPORTUNITY

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* G F - G AT E F O L D * F I C - F R O N T I N S I D E C O V E R

* BIC - BACK INSIDE COVER * BC - BACK COVER

Mar-Apr ’15

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Intervi ew

HOTEL Business Review

Presenting Past for the Future

By Sharmila Chand

Since the last 30 years, CB Singh, proprietor of the Lake Pichola Hotel, Udaipur, has been painstakingly restoring his ancestral property so that it retain its original charm, and at the same time running it as a hotel.

Singh, who took professional training in hotel management way back in 1982, from the prestigious Institute of Tourism and Hotel Management, Klessheim, Salzburg, Austria, likes to see his every guest happy and smiling when checking out.

At the same time, he is passionate about maintaining the heritage of the property. “One of our wings is nearly 200 years old and that speaks of the historical charm of this hotel, which I don’t want to lose,” he stated. The excerpts of the interview follow: What is/are the USP/s of your property?

Firstly, I would say, location is our USP as guests can have a 180 degree view of the lake from my hotel. Secondly, it is the service with a personal touch that is another of our USP. I meet each and every guest personally.

One can say that excellent location, efficient staff with a personal touch, being a heritage property reflecting old-world charm, our rooftop restaurant Upre, and our terrace pool are factors which distinguish our property from others in the same bracket.

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

Ours is a heritage property and frankly we do not have any marketing strategy as such. Our guests serve as our ambassadors and it is only through ‘word of mouth’ that we get good business.

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

Without food outlets a hotel cannot operate. F&B is what makes the hospitality property come alive. I believe it is the most important department in the hotel to generate revenues. Going by the annual statistics we would say 50 percent of our revenue is being generated through F&B. The popularity of our rooftop restaurant, Upre shows how significant it is in our operations. And we constantly try to have good Chefs who can offer great food and 60

Mar-Apr ’15

experience.

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

As there is a ban on construction around the lake (which I fully support as otherwise there would be skyscrapers all over this beautiful heritage city), we cannot expand the number of rooms. So we look forward to improving and upgrading our existing rooms, beautifying the courtyards, increasing restaurant covers and adding in a coffee shop.

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

The most crucial issues for the Indian hospitality industry include inflation, high taxes, and lack of marketing initiative from the Indian government.

What are the crucial issues to handle specifically for the Udaipur’s hospitality industry?

If you go specifically for Udaipur, some of the key issues to tackle are infrastructure, increasing traffic, master plan to uplift the city, restoration of heritage buildings, the need for vigilant tourism police to nab eveteasers and the need for opening tourism booths at public places.

If Udaipur is given a broad gauge line between Ahmadabad and Udaipur, tourists would prefer to travel by train from Gujarat, thereby reducing our road traffic, which has made Udaipur very congested. Also, we need to have flight connection between Udaipur and Jaipur.

We already have 700 hotels in this city and the master plan should give a serious thought as to how this city can maintain its old-world charm.

Moreover, at all the tourist attractions there should be well-trained staff that can assist the tourists. It should be ensured that they are not cheated by the auto /taxi drivers and/or shopkeepers.

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

I love interacting with the guests and this is one of the major reasons why I am in this industry. Planning their day, solving their issues, gives me immense pleasure. I also love talking on Udaipur’s history with the guests.

What is your professionally?

strength,

I happen to have huge experience in the hotel industry so finding the right solution for the problem and maintaining a happy team, I believe, would be my biggest strength.

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

Passion for work is the driving force behind me during all these years.

Anything else you would like to say?

I feel the Union Government, assisted by the states, should really go in a big way to promote tourism in India, which in turn will help to develop other spheres of life as well, in India.

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