Hotel Business Review (Mar-Apr 2019)

Mar-Apr ’19

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Mar-Apr ’19

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Editorial

Hotel Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor Rajneesh Sharma rajneeshhammer@gmail.com Resident Editor Sharmila Chand (Delhi) Ashok Malkani (Mumbai)

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omen are becoming more independent and economically empowered and want to travel at their will. The only thing needed by women who travel alone is the freedom to do so. One factor holding them back earlier was the lack of safety. The hotel industry understands the potential of this growing niche segment which can be major source of revenue. The cover story discusses how hotels are adopting various methods to ensure safety and addressing needs of female guests, especially for solo travellers.

Constant change in the property’s employees likely to be significant reason for the shortcomings in the services rendered to the guests.

Attrition has thus become the bane of the hospitality industry. Business story stress upon the factors responsible to keep the staff satisfied and help in retaining them.

The feature story explores how India is not been able to fully tap its awesome tourism potential. The fact is that many of its wonderful destinations are not being explored properly by our tourism and hospitality industry.

The second part of the feature on the ‘scent of a hotel’, details how hotels must be able to ensnare all the five senses of the guest, smell being no less important For an F&B outlet to succeed it is important to set the mood for an exhilarating dining experience, which can be ensured by an attractive and presentable table setting. The F&B section explains how tableware plays an important role in a dining experience The design story talks about the purpose of a good design in the culmination of innovation, functionality, durability, detail and elegance. A well-crafted space or product can easily have a positive effect on its user and their well-being.

The Housekeeping section dwells upon the need of proper hygiene in the hotel spaces, to ensure guest satisfaction.

The other sections - spa, property, interview, news and events provides current updated information.

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Layout & Design Hari Kumar V Abhishek Singh Rathore Production Assistant Mamta Sharma Advertising Sales Delhi: Debabrata Nath, Sumesh Sharma Director Sales Sanjay Anand Mobile: +91 9811136837 Director Operations Rajat Taneja Mobile: +91 9810315463 Editorial & Advertising Offices: Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903 Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 E-mail: info@hammer.co.in © 2019 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher.

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

Editorial Policy: Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.

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

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

Annual subscription rate within India is Rs. 500 and for overseas it is US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 for overseas. Cheques are payable to Hammer Publishers Pvt. Ltd.

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

Given the dramatic increase in women business as well as leisure travellers, addressing the needs of this market segment has become increasingly critical for hotel companies.

F&B

For a hotel or restaurant, t h e r i g h t s e l e ct i o n of tableware and dinnerware are as important as the food and ambience of the establishment.

52 DESIGN 34

The hotel’s staff plays a significant role in hotel operations. However, if there is a constant change in the property’s employees, as is being witnessed over the years, there are likely to be significant and notable shortcomings in the services rendered to the guests.

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A good design is essentially a combination of how it looks, what it does, what value it adds to a space, is ergonomic and userfriendly.

BUSINESS

FEATURE

It is true that a great deal of India’s tourism appeal is still relatively unexplored by the tourists at large. Many of its wonderful destinations are not being explored properly by our tourism and hospitality industry.

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HOUSEKEEPING

Adequate training, strict supervision and ensuring safe and healthy working conditions of the cleaning staff are key to maintaining room hygiene in a hotel

departments 04 Event 10

News Scan

22 Appointments

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FOCUS

Hotels are really an experience-based industry; hence they must be able to ensnare all the five senses of the guest, smell being no less important.

26 Report 46 Profile 54 Property 60 Spa 62

Product Preview

64 Interview

Cover Pic: Deluxe guest room, Jaipur Marriott Hotel

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Event

Hotel Business Review

SIAL China 2019

Providing a Unique Platform for Exchange and Business Opportunities with Asian Markets

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IAL China, the largest food innovation exhibition in Asia will be held from May 14th to May 16th, 2019, at the Shanghai New International Expo Centre Shanghai, China. With an estimated 4,300 exhibitors covering199,500 sqm. of exhibition space and over 112,000 professionals expected to attend this year’s exhibition, SIAL China will provide food professionals with a unique platform for exchange and business opportunities with Asian markets.

In 2018, 28% of all international exhibitors and 62% of international visitors at SIAL China came from Asia, a key region for SIAL China organisers who have actively conducted promotional activities.

Asia's Dynamic Food Landscape How and what people consume in Asia is being impacted on a daily basis by technological innovation and a growing m i d d l e c l ass . I n 2 01 8 , c ro ss b o rd e r e-commerce trade was up 50%, which accompanied with advanced logistics and online shopping platforms helped Chinese consumers access and develop a taste for exotic food and beverages including fruit, seafood, and local specialty products which have traditionally been less commonplace on Chinese tables.

Meanwhile, in Asia Pacific, 63% of consumers view their mobile phones as their most important shopping tool. At the same time, Asia's middle class has grown significantly giving them financial access to imported goods. According to a 2017 study by the Brookings Institution, 88% of the next one billion people entering middle class globally will be from Asia, and by 2030 Asia's middle class is expected to reach nearly 3.5 billion people or 65% of the world's total population.

“Whether your objective is to understand more about the dynamic Asian market, or introduce products to world visitors, through our professional events, online match-making system, and marketing events, SIAL China is a convenient and effective way to start a dialogue with your target customers and partners.” said Jim Liu, President of SIAL China.

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EVENTS’ CALENDER Bakery China 2019 6-9 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.bakerychina.com HOFEX 2019 7-10 May 2019 Hongkong Exhibition centre, Hongkong www.hofex.com SIAL China 2019 14-16 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.sialchina.com

Opportunities with Asian Markets At SIAL China 2018, all Asian countries experienced stable and steady expansion.

South Korea was among the top 10 countries in terms of pavilions floor space and the number of exhibitors, while Japan increased its presence significantly. In terms of professional visitors, Korea, Japan, Thailand, Malaysia, Singapore, and Indonesia were all one of the top 10 international countries.

Exhibitors and professional communities from Asian countries and regions have been active participants in SIAL China signature events like SIAL Innovation, a presentation of the world's most innovative food products.

At La Cusine, a demonstration area dedicated to foodservice professionals, chefs from South Korea, Malaysia, and the region of Hong Kong showcased their impressive skills and creativity.

While leading players like Pran Export from Bangladesh; Al-Faheem Meatex Pvt. Ltd., Allanasons Pvt. Ltd. and HMA Argo Industries Ltd. from India; Chek Hup and White Coffee from Malaysia; Super Group from Singapore; SunHae from South Korea; the Sri Lanka Tea Board; Sappe and Malee Group from Thailand; and Me Trang from Vietnam led the way with impressive exhibitor performances.

Asia's dynamic food landscape is significantly boosting intra-regional food trade. In 2016, 36% of all food imports in Asia came from other Asian countries, according to The Economist. At SIAL China 2019 the Asia Zone will be expanded to Hall E1, E2, and E3.

For more information, including SIAL China 2019 visitor registration please go to www.sialchina.com.

NRA Show 2019 18-21 May 2019 McCormick Place, Chicago, US www.show.restaurant.org Thaifex- World of Food Asia 2019 28 May- 1 June 2019 Impact Challenger & Exhibition Center, Bangkok, Thailand www.thaifexworldoffoodasia.com Food Taipei 2019 19-22 June 2019 Taipei Nangang Exhibition Center, Taiwan www.foodtaipei.com.tw MIFB 2019 26-28 June 2019 Kuala Lumpur, Malaysia www.mifb.com.my Heimtextil India & Ambiente India 2019 26-28 June 2019 Pragati Maidan, New Delhi www.heimtextil-india.in.messefrankfurt com www.ambiente-india.in TRAFS 11-14 July 2019 Thailand Retail, Food & Hospitality Services 2019 Bangkok International Trade & Exhibition Centre (BITEC), Bangkok, Thailand www.thailandhoreca.com India International Hospitality Expo (IHE 2019) 7-10 August 2019 India Exposition Centre, Greater Noida www.ihexpo.com

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Event

Hotel Business Review

THAIFEX-World of Food Asia 2019

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HAIFEX-World of Food Asia returns for its 16th edition from 28 May - 01 June 2019 at the IMPACT Exhibition and Convention Center, Muang Thong Thani, Bangkok, Thailand, for best of the food and beverage industry. The region’s major dedicated F&B trade show is the strategic gateway for companies looking to penetrate the industry in the ASEAN and Indochina regions.

In 2018, THAIFEX-World of Food Asia received a total of 13,110 international trade visitors from over 150 countries.

This brought the total trade visitor count to a whopping 62,039, the largest visitor attendance at the tradeshow to date.

This year, THAIFEX-World of Food Asia is expecting more than 2,500 exhibitors from more than 40 countries with new country groups from Brazil, Poland, and Spain. The show is expecting 68,000 trade visitors, a 10 per cent increase from the 2018 show.

Thaifex is also organising this year visit of more than 2,000 top-rated hosted buyers.

An Elevated Tradeshow Experience As a show geared towards the facilitation of quality business and trade deals, THAIFEXWorld of Food Asia 2019 will feature a new and improved hosted buyer experience.

The hosted buyer program was a huge hit in 2018, with 2,168 international buyers attending the show. This year, hosted buyers will be able to pre-select the exhibitors they want to meet ahead of time to ensure that appointments during the show days are productive and meaningful.

An exclusive membership card, the THAIFEXclusive Card, will be issued to top buyers for quick access to the show with exclusive benefits such as complimentary F&B, concierge services, Wi-Fi access, massage as well as luggage delivery and storage.

Furthermore, to enhance the visitor experience, THAIFEX-World of Food Asia 2019 will be introducing River taxi rides to reduce travelling time to and from Bangkok’s city center, an additional transportation means to the free shuttle bus service (chargeable service). It is providing an improved and larger exclusive Guest Club, faster self-check-in system, with self-print

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counters readily available at all registration counters and official hotels around Bangkok.

It is also offering express luggage delivery from showgrounds to airport (chargeable service; 1 pc complimentary for Hosted Buyers) Innovations and Trends THAIFEX-World of Food Asia presents 11 masterfully crafted trade shows across all 11 mega halls at the IMPACT Exhibition and Convention Center, including Coffee & Tea, Drinks, Fine Food, Food Service, Food Technology, Frozen Food, Fruits & Vegetables, Meat, Rice, Seafood, and Sweets & Confectionery.

Making its debut this year is the T H A I F E X f u t u re Fo o d E x p e r i e n c e + , showcasing trends and innovation in foodservice relevant to quick service and

fast food restaurants, cafes, bars, caterers, and hotels. Visitors can expect talk shows, product demonstrations, and workshops p res e nt i n g revo l u t i o n a ry te c h n o l o g y, products, and designs specially curated from THAIFEX-World of Food Asia exhibitors, trending international innovators, and upand-coming regional start-ups.

The THAIFEX Halal Market and THAIFEX Organic Market is also making a comeback this year, along with the improved THAIFEXtaste Innovation Show.

The exclusive knowledge partner, Innova Market Insights, will have live presentations on the top 10 consumer trends that are taking product development forward with insights on packaging, technology and flavour drivers. Visitors will also get insights into the Top Innovative Products.

In addition, the innofood Asia Conference returns, this time as a joint conference with the Thailand Food Innovation Forum.

Across 2 days, speakers will explore how collaborations in technology, food and design are revolutionizing the way food is viewed and interacted with.

Supporting Programs Back for its 8thedition, the Thailand Ultimate Chef Challenge (TUCC) gathers teams from around the region vying for the coveted titles of “Best Ultimate Professional Chef Award”, “Best Ultimate Junior Chef Award”, and “Best Ultimate Pastry Chef Award”. New classes designed for the next challenge will include the "Asia Gourmet Challenge".

TUCC will also host the qualifying round of the Global Chef Challenge, featuring chefs from across 10 participating countries competing in the “Global Chefs Challenge”, “Global Chef Pastry Challenge”, and “Global Young Chefs Challenge – The Hans Bueschken”.

THAIFEX-World of Food Asia is jointly organized by world leader in organising food and food technology events, Koelnmesse, the Department of International Trade Promotion, and the Thai Chamber of Commerce.

F o r f u r t h e r i n f o r m a t i o n v i s i t : w w w. thaifexworldoffoodasia.com

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IHE19 Curtain Raiser A

fter the tremendous success of IHE18, India Expo Centre & Mart (IEML) hosted another magnificent curtain raiser to the second edition of India International Hospitality Expo (IHE19) at Hotel Le Meridien, Delhi.

India International Hospitality Expo (to be held between 7-10 August’ 2019 at India Expo Centre and Mart, Greater Noida) has been curated in tandem with the vision of becoming the greatest, grandest and biggest hospitality show in Asia. And in the first leg of effort to accomplish this, the dextrous team of India Expo Centre & Mart (IEML) hosted yet another curtain raiser to this grand show.

The grandeur of the show witnessed semblance with the success of the first edition of India International H o s p i ta l i ty Ex p o w h i c h witnessed over 200+ Exhibitors and 6000+ top decision makers from the hospitality industry.

Continuing the tradition, the curtain raiser of IHE19 was dynamic, high-powered and immensely successful wherein top hospitality change makers and stalwarts graced the dais and shared their vision for the future of hospitality in the country.

Ra ke s h K u m a r, C h a i r m a n , I n d i a Exposition Mart Limited, said, “The vision of IHE is not my own, but it has come as a need of the hour from the industry. For years together, we have been discussing that there should be a hospitality show that caters to the potential of our country and also matches international standards. And I am so happy that we are working actively to realise this vision.”

Iterating similar sentiments, Hari Dadoo, Fair President, India International Hospitality Expo, commented, “I believe that this show has a massive potential to become a global phenomenon and that people will

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acknowledge that India has the strength to launch such opulence.”

Chef Davinder Kumar, Vice President, F&B Production & Executive Chef, Le Meridien, Delhi, added, “Due to vision and the sheer hard work that the organizing committee of India International Hospitality Expo has put in, it is no doubt that the show will grow exponentially. Also, I just saw the presentation. It was fabulous!”

Amit Lohani, National Convener, Forum of Indian Food Importers, also weighed in, “This show has been striving to make India’s hospitality industry a spectacular example for the former’s potential and this can be seen in the vision of stake holders. We visited the show last year and it was fabulous! Food is an important aspect of hospitality shows and FIFI would like to support IHE 19 in this endeavour.”

Henceforth, this curtain raiser was literally a trailer for the mammoth success that IHE 2019 is set to achieve in August and this reverberated in the sentiments of each of the notable personalities present - from top hoteliers, CEOs, GMs, Executive Chefs, known architects and designers to one of the best hospitality suppliers.

With a robust strength of 650 Exhibitors and 25,000 Decision Makers - the show promises to be the largest and the most comprehensive sourcing hub for Hospitality, Retail, F&B, Baking, Housekeeping, Architects as well as design enthusiasts. Hence, this platform will act as a powerful catalyst for all your professional goals given its out-an-out strong networking model that will feature the very best industry leaders.

Additionally, with support from top industry bodies and dedicated brand building activities, extensive national & international media coverage - the world-class infrastructure at India Expo Centre & Mart will act as the stage for this grand show.

Mar-Apr ’19

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Westin Hyderabad Mindspace Supports JOMO In a bid to increase the wellbeing of its travellers, The Westin Hyderabad Mindspace recently organised a contest to reward travellers who excelled in JOMO — Joy of Missing Out — with complimentary stay vouchers. With increased digital media use now being linked to poor health, the Fear of Missing Out (FOMO) phenomenon gradually gave way to Joy of Missing Out movement.

The Westin Hyderabad Mindspace supported JOMO by disconnecting from social media platforms on the World Sleep Day — March 15.

Sarovar Hotels Signs New Property in Ghaziabad Sarovar Hotels and Resorts further expanded its portfolio in Delhi-National Capital Region (NCR) with the signing of yet another project in Ghaziabad in March. This will be Sarovar’s eighth property in Uttar Pradesh.

Upon completion in 2021, the new hotel, Sarovar Portico, will have 52 rooms including suites. Other facilities include an all-day dining restaurant, rooftop gymnasium, swimming pool and spacious banqueting facility.

“In order to maximise further growth and expansion opportunities, we are delighted to consolidate on our presence in Delhi NCR. With the opening of Sarovar Portico, we aim to cater to these markets by offering best value to business and leisure travellers in sync with Sarovar’s signature hospitality,” said Anil Madhok, Executive Chairman, Sarovar Hotels & Resorts.

Hyatt Plans to Open 14 New Hotels in India in 2 years

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Chicago-headquartered Hyatt Hotels Corporation has announced plans to add over 2,100 guestrooms through the opening of more than 14 new properties over the next 24 months.

This expansion includes hotels in eight new markets in the country, thereby establishing Hyatt’s brand presence across 27 cities in India over the next two years, the company said, adding that aside from growth in the larger capital cities, the emphasis will be on leisure and cultural destinations, with a focus on emerging cities within the country.

This year’s expansion began with the introduction of the Hyatt Centric brand through the opening of Hyatt Centric Candolim Goa. Later in the year, Hyatt plans to expand its brand footprint in Kerala with the opening of Hyatt Regency Kochi Malayattoor, a resort property on the banks of the Periyar river, and Hyatt Regency Thrissur.

Hyatt also plans to add its first resort in The Himalayas with the anticipated opening of Hyatt Regency Dharamshala Resort in the second half of 2019.

Gurgaon will also be in focus in later 2019, with the scheduled opening of Grand Hyatt Gurgaon. These hotels will add over 1,000 guestrooms to Hyatt’s existing offering in India and will establish its brand presence in four new markets.

In 2020, Hyatt is planning top open new hotels in Bengaluru, Jaipur, Udaipur, Vadodara, Trivandrum.

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Hotel Business Review

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Courtyard by Marriott Now in Siliguri

Pride Group Opens New Hotel in Gujarat’s Rajkot

M a r r i ott I nte r n at i o n a l re ce nt l y launched another property in West Bengal — Courtyard by Marriott Siliguri, the 17th ‘Courtyard by Marriott’ branded property to open in South Asia and the first in the eastern part of India outside of Kolkata.

Surrounded by lush tea estates, the hotel offers views of the stunning Kangchenjunga ranges. Comprising 130 spacious rooms, modern meeting and conference facilities, and an eclectic mix of dining options, the Courtyard by Marriott Siliguri is set to deliver services in the tradition of Marriott hospitality.

Boasting of a banquet hall with 4000 sq feet of indoor and outdoor space, the hotel aims to be the destination of choice for weddings, corporate events and social gatherings.

“We are looking forward to catering to discerning guests from the entire North Bengal, Sikkim, the North Eastern states and our neighbours Nepal, Bhutan and Bangladesh,” said Rohit Bajpai, General Manager, Courtyard by Marriott Siliguri.

“Siliguri is strategically located in a unique international junction and has immense potential. Our team is confident the hotel will be recognised as the most stylish and sought-after property in Siliguri for stays, meets and social events,” Bajpai added.

The Pride Group of Hotels, which manages 14 hotels and resorts across the country, recently announced the inclusion of “Pride Resort and Convention Centre Rajkot” as the 15th property under the Pride umbrella. “We are extremely pleased to unveil Pride Resort and Convention Centre at Rajkot, our 15th property in the country. This is also our third property in the state of Gujarat,” said SP Jain, Managing Director, Pride Hotels Ltd. “Pride Resort Rajkot with its imposing ambience, banqueting and conferencing facilities and host of hospitality services will appeal to guests looking for the ideal destination for business meets, MICE, theme weddings and leisure,” Jain added.

Novotel Pune Rejigs ‘Fuzion’ Bistro Menu Novotel Pune has rejigged the menu of its Fuzion bistro that offers a wide variety of choices to the patrons -- from salads to burgers to sandwiches to wraps to chef’s special pizzas.

The new menu includes an array of spread like lemon herb grilled chicken salad topped with fresh lime and herbs, fresh grilled vegetable and ciabatta, traditional Mexican vegetable burritos and chicken quesadillas, spicy nachos and BBQ chicken among others.

The menu is specially curated for diners who want to grab a quick and tasty bite, Novotel Pune said, adding that Fuzion is also suitable for a working lunch outing.

“Diners can satiate their sweet tooth with special discount of 50 per cent everyday on an assortment of delightful desserts and cakes. This discount will be available every evening from 7 to 10 pm,” Novotel Pune said in a statement.

Dream Valley Group Partners with APEDB to Boost Tourism With an objective to boost the tourism sector and build a robust hospitality and luxury living ecosystem in Andhra Pradesh, the Hyderabad-based Dream Valley Group recently inked a memorandum of understanding (MoU) with the Andhra Pradesh Economic Development Board (APEDB).

As part of the MoU, the Dream Valley Group has proposed 5-star golf resort at Visakhapatnam or Amaravathi; beach Resort at Yarada, Visakhapatnam or Machilipatnam; adventure park at Gandikota or Araku; yacht or house boat at Papikondalu or Konaseema river belt or Kolleru; and wildlife tourism at Maredumilli or Sri Venkateswara National Park or Alluri Sitaramaraju forest in Prakasam District and Kurnool District among others.

“We are extremely delighted to partner with AP Economic Development Board to build tourism and hospitality sector projects in the state. Our efforts are focused towards supporting the state’s vision to provide world-class hospitality experience to people,” said Santosh Reddy, Chairman Dream Valley Group.

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Kelzai Volcanic Water - True Natural Mineral Water Kelzai Secrets Private Limited has introduced Kelzai Volcanic Water, sourced in the erstwhile volcanic Sahyadri range. Every drop of Kelzai Volcanic Mineral Water passes through various layers of the basaltic lava rock formations. Ground water movement through soil, weathered basalt and moderately fractured basalt, act as natural and most hygienic filters. The valuable minerals, the refreshing flavour, the unique purity: all properties that are diligently protected by nature are not lost during bottling process or once the water is in the bottle. Kelzai water reaches its customer with a similar fresh and clear state, as was gathered in aquifers in the depths of the mountains.

Bottling the water directly at the source and maintaining its natural purity, Kelzai bears the official sign of authentication “Natural Mineral Water” in accordance with BIS (Bureau of Indian Standards). Kelzai Volcanic Water is a member of the world renowned “Fine Waters Society”. In 2017, the AVPA association in France has conferred upon Kelzai the bronze medal for still water in its category. Kelzai also won silver in the still water category at the 3rd International Fine Water Tasting Competition, Guangzhou.

In keeping with the ethos of natural and sustainable, Kelzai is the only water brand in India that provides packaging in a bio-degradable PET bottle. The company has also newly launched a beautiful glass

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bottle for more discerning consumer.

The Kelzai plant is located in the mountains of Sahyadri Range, which is a Unesco declared biodiversity hotspot, just 171 kms from Mumbai off Mumbai-Goa Highway in Raigad district. Kelzai produces one hundred thousand liters of water per day, which makes them one of largest capacity plants in the natural mineral water space. However, the company can double the capacity as it has spare land and the flexibility to modify the plant and machine accordingly.

Kelzai is available in all major cities of India and being patronised by top hotels and restaurants across the county. It is the brand standard for St. Regis, JW Marriott across the country for the rooms and also approved for the entire Starwood- Marriott group of hotels. They also have tie-ups with Travel and Food Services (TFS) and are available at all the major airports in India. Kelzai has a complete network of sales executives and distributors in all major cities of India.

The Kelzai plant is very strategically located. Neva Sheva port is just 90 kms from the production facility. Hence, Kelzai has already initiated the possibility of exporting this proud Indian brand to UAE and other GCC countries. It has been approved by Emirates Quality Mark, a mandatory requirement for exports to UAE and GCC countries.

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Hotel Business Review

ITDC’s Ravneet Kaur Wins ‘ISAW Women Achiever Award’ Ravneet Kaur, Chairperson & Managing Director, ITDC was conferred with the “ISAW Women Achiever Award” for “professionalism in management”. The award was presented at the recently concluded ITB Berlin, a leading travel trade show in Germany.

Institute of South Asian Women (ISAW) honours exceptional women achievers on International Women’s Day. Taleb D Refai, former Secretary General United Nations World Tourism Organization (UNWTO) presented the award to Kaur in the presence of tourism ministers from various countries like Bangladesh, Jamaica, Greece, Oman, Zimbabwe, Mauritius, Namibia. Yogendra Tripathi, Secretary (Tourism) India, was also present on the occasion.

Kaur was awarded for her professionalism and approach towards managing different tasks at the helm of the affairs.

ISAW has been honouring women who have emerged from the shadows to claim an equal stake in societyachievers since 2012.

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OYO Strikes Deal With Airbnb San Francisco-headquartered home-renting company Airbnb has invested in hospitality startup OYO that manages budget hotels, besides other stays. While there is no official confirmation on the size of the deal, media reports said Airbnb invested up to $200 million.

Including this new capital, the company has now raised more than $1.5 billion from investors to date, TechCrunch reported.

While the investment will provide Airbnb access to a variety of franchised or leased hotels, especislly in lucrative markets like India, the deal may help OYO foray into new international markets.

Founded by Ritesh Agarwal in 2013, the OYO network currently spans over 230 Indian cities including all major metros, regional commercial hubs, leisure destinations, and key pilgrimage towns.

It also has presence in other countries including Malaysia, Nepal and Japan.

In March, OYO announced an investment of Rs 1,400 crore ($200 million) towards upgrading infrastructure and building technology. This investment will focus on technology, renovations and strengthening the market position in India and South Asia, the company said.

Pullman & Novotel New Delhi Aerocity Wins Accolades Pullman & Novotel New Delhi Aerocity employees won accolades at Accor Excellence Awa rd s 2 01 8 .

While the “Talent Development Award” went to Chef Ajay Anand, Director of Culinary, the “CSR Contribution The Planet 21 Heartist Award” was won by Srinivas Rao, Director of Talent & Culture.

The Accor Excellence Awards programme is a yearly Accor recognition programme for all employees and managers in all Asia Pacific hotels and corporate offices. It started in 2011 and has evolved over the years catering to the dynamic requirements of the group and employees.

The award given to Rao is in recognition of his dedication and effort for initiating and executing activities such as Diwali celebrations at the Blind Relief Association and Family Day at the hotel. Chef Anand won the award for his support in coaching and training his whole culinary team to meet the standards and for each employee’s personal growth.

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North-East Food Fest at Crowne Plaza Today Gurugram Hotel Crowne Plaza Today Gurugram, part of the InterContinental Hotels Group, hosted the inaugural evening for a 10-day North Eastern food festival on March 22 in association with Northeast Odyssey (NEO), a digital platform that showcases the splendour of the North-East through its culture and resorts.

Just like their topographical beauty, the gastronomic fare of the North-East India — Assam, Arunachal Pradesh, Meghalaya, Manipur, Mizoram, Nagaland, Tripura and Sikkim — remains by and large hidden from the culinary landscape of the rest of the country.

“I am particularly happy to introduce our North Eastern Food Festival ‘The North East Fiesta’ which I am sure is the first time in this millennium city,” said Suraj Kumar Jha, General Manager, Hotel Crowne Plaza Today Gurugram.

“With this food festival, our endeavour is to deliver our guests unparalleled culinary delights. The idea is to offer something new, innovative and unique to make the guest experience exceptional,”

N ews Sca n Jha added.

Founder of NEO, Hoihnu Hauzel, a noted journalist who has been working towards spreading awareness about the North-East, along with Head Chef Nilesh Dey and his team put together the authentic array of North Eastern dishes with the help of Home Chef Roui.

“North-East Cuisine has come a long way. Indeed, to be able to showcase this range of unexplored but very unique flavour in a fivestar property marks the arrival of this new wave of regional cuisine from a lesser-known part of India,” Hauzel said.

‘Record-breaking’ Representation at Accor Showcase 2019 Accor Showcase, an annual hotel exhibition, was held this year in Sofitel Mumbai BKC on March 13 and in Pullman New Delhi Aerocity on March 15. The event brings together key industry and Accor hotels and resorts representatives from India and around the world.

Accor Showcase 2019 saw more than 1,400 attendees that interacted with Accor representatives from hotels and resorts in India and abroad representing 1,500 properties.

The Showcase this year marked a record-breaking hotel and resort representation, Accor said.

“The event provides us the opportunity to present services we offer be it for the first time or the frequent guests,” said Arif Patel, Vice President Sales, Marketing, Distribution & Loyalty, Accor India & South Asia.

This year the event was attended by some of the most prominent corporates, wedding planners, leisure travel planners, travel agents, OTA’s (Online Travel Agencies), among others.

Accor Showcase 2019 saw participation from countries such as Seychelles, Philippines, Singapore, Indonesia, Hungary, New Zealand, Australia, Mauritius, Maldives, Switzerland, Azerbaijan, Thailand, Sri Lanka and Spain.

Weddings and MICE travel was the primary focus of most attendees for both Indian and international properties, Accor said.

Sarovar Hotels Rebrands its Dehradun Hotel Sarovar Hotels Pvt. Ltd. has rebranded its hotel in Dehradun which has undergone extensive refurbishment — from adding extra facilities to upgrading the existing services. So Seyfert Sarovar Portico will now be called Seyfert Sarovar Premiere, Dehradun. The added features incorporate Indian specialty restaurant Aanch, a spa and up-gradation in amenities and services quality to its 68 rooms as per Sarovar’s premiere standard.

The hotel is located close to the Dehradun Airport, bus stand and railway station, providing easy access to tourist and numerous pilgrimage destinations in the upper and lower hills of the Himalayas.

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Hotel Business Review

Nightlife Brand Toy Room Comes to India

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dding glamour to India’s nightlife scene, UK-based entertainment brand Toy Room has entered the India market. Housed within Aloft New Delhi Aerocity hotel, Toy Room New Delhi aims to deliver an upscale nightclub experience with a focus on delivering premium hospitality,

while bringing its brand of playful naughtiness and celebrity glamour.

Before coming to New Delhi in December, Toy Room was already operating in seven

other cities — London, Dubai, Istanbul, Rome, Mykonos, Athens and São Paulo.

The Toy Room brand is internationally known for placing children’s toys and imagery in an entertaining setting for adults, bringing together the notion of innocence alongside deviant party behaviour.

I n d i a n res ta u ra nt a n d h o s p i ta l i ty entrepreneur, Akshay Anand brought Toy Room to India in December. With a 400-person capacity, the venue is designed

by New Delhi-based interior architect Chromed Design Studio.

“Our vision is to redefine the nightlife space by bringing the brand ‘Toy Room' into India. Toy Room is the perfect place to head to if you are looking forward to experience a playful, provocative, unpretentious, sexy and a luxury place to party that will not only focus on intimate hospitality and service but will also have late-night opening times,” Anand said.

“With great ambience, quirky interiors

and indulgent cocktails, we are sure that Toy Room will create a new party culture in the city that is going to set it apart from any other nightclub in India,” he added.

Open for dinner from 6 pm and serving a tapas style menu of Asian and Mediterranean inspired cuisine, the venue turns into a club as the evening progresses allowing party goers to enjoy a music programme of worldrenowned hip-hop and R&B DJs and artists until 4 am in the morning.

Accor Brings Raffles Brand to India with 2 New Hotels Signaling a new direction for Accor in India, with a stronger focus on luxury and premium brands, the hospitality group in April announced two hotels in India — Raffles Ja i p u r a n d Raff l es Udaipur.

Both hotels will deliver a palatial experience in an extraordinary setting along with the famously discreet and personalised Raffles service, Accor said.

The hotels were signed in the presence of the owner, Ratankant Sharma, and Accor Chairman & CEO Sébastien Bazin.

“Today’s signing of the Raffles Jaipur and Raffles Udaipur marks an historic moment for Accor in India and certainly for tourism in India,” Jean-Michel Cassé, Chief Operating Officer (COO) – India and South Asia, Accor, said in a statement on April 3.

The Raffles has been in the luxury hospitality space for over 130 years. It now has 13 properties across 11 countries. Since joining the Accor network in 2015, the brand is growing its portfolio at a rapid rate.

“We are seeing increasing demand for luxury travel in India and are looking forward to expanding Accor’s globally renowned portfolio of luxury brands in this incredible country. The addition of the iconic Raffles brand signals a new era for our group,” Cassé added.

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Appo intments

Hotel Business Review

Anil Chadha A n i l C h a d h a to o k c h a rg e as Vi ce President – Operations, Hotels Division, ITC Hotels with effect from April 1. Before moving to Delhi, Chadha was working as Vice President - South & General Manager – ITC Grand Chola, Chennai where he was responsible for the growth and expansion in the southern region in both the WelcomHotel and luxury collection brands.

An alumnus of the WelcomGroup Graduate School of Hotel Administration (WGSHA), Chadha helmed the hotels in New Delhi, Agra, Kolkata, Bengaluru prior to his stint in Chennai, in a career spanning over two decades.

Abhay Singh The Westin Pune Koregaon Park recently appointed Abhay Singh as Director of Operations. Singh brings to the new role more than 10 years in hospitality industry experience. As the Director of Operations, he will be responsible for heading and managing the hotel operations.

Prior to joining Westin Pune, Singh served as the Director of Food & Beverage at Westin Langkawi Resort & Spa and Langkawi International Convention Center. He started his career as a F&B executive with Renaissance Mumbai.

Saurabh Thakur JW Marriott Chandigarh recently appointed Saurabh Thakur as the new Director of Operations. .

In a career spanning nearly 14 years, Thakur has held various positions at different properties across India and has worked his way up as a Director of Operations. His last assignment prior to joining JW Marriott Chandigarh was at Sheraton Grand Whitefield Bengaluru and Convention Centre.

Amit Rana Amit Rana is the new General Manager of Crowne Plaza New Delhi Rohini. He brings to the new role over two decades of experience in managing luxury and business properties in India, Middle East and Australia. Rana began his career with the InterContinental Hotels Group (IHG). During the course of his career he has also been associated with brands like Marriott and Hilton.

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Divakar Shukla Divakar Shukla has been appointed as the General Manager of Holiday Inn Chennai. He brings with him 18 years of experience across brands like The Park, Taj, Oberoi & Hampshire Group of Hotels and IHG. He started his career in food & beverage in 2001 with The Park Hotel, Bangalore and continued his journey with the Taj Hotels and climbed the ladder to become the Senior Restaurant Manager at the Taj Westend, Bangalore.

After three years as the F&B Manager of The Oberoi (Trident) Hotels & Resorts Jaipur, he moved to the Role of General Manager at the Hampshire Hotels & Resorts, LLC. at Dream Hotels, Cochin in 2011. he then went on to work with the Intercontinental Group of Hotels.

Sachin Malhotra Sachin Malhotra, is the new General Manager at Novotel Imagica Khopoli in Maharashtra.

I n h i s n e w ro l e , M a l h ot ra w i l l spearhead the business operations, overall implementation and business development. Previously, Malhotra was the General Manager of Grand Mercure Mysuru. His journey with Accor began in 2009 and over the years he held leadership positions at Mercure Lavasa and Lavasa International Convention Centre.

Sonam Sharma Hilton Bangalore Embassy GolfLinks has appointed Sonam Sharma as the new Director of Finance. In her role, Sharma will be supervising the revenue management and distribution strategy of the hotel along with managing the day-to-day yield operations.

A seasoned hotelier, Sharma brings with her over 12 years of domain experience in accounting and financial management. Prior to joining Hilton Embassy GolfLinks, she was working with the Oberoi Group as Financial Controller for The Trident, Jaipur.

Mahema Bhutia Mahema Bhutia has been appointed as Director of Marketing at Four Seasons Hotel Bengaluru. In her current role, she is responsible for overseeing the sales and marketing team during the preopening phase and ultimately positioning the hotel as a top luxury destination in the city.

During her career spanning over two decades, Bhutia has

Ap p oi n tm en t s

Hotel Business Review

worked with The Leela Palaces Hotels and Resorts, ITC Hotels, Dusit Devarana New Delhi, Trail Blazer Tours Pvt Ltd, Thomas Cook France, Hyatt Regency Pune, Renaissance Hotel Mumbai, and the Oberoi Hotels and Resorts. Having worked in Paris for close to a decade, she is also acquainted with the workings of the international market.

Sharad K Upadhyay Sharad K Upadhyay has taken charge as the General Manager of Holiday Inn Mumbai International Airport. Upadhyay comes with over 20 years of experience .

During his over two-decade-long career, he has worked with leading hospitality brands in China, Nepal, India and Thailand. In his new role, Upadhyay will spearhead the business operations, overall implementation and business development at Holiday Inn Mumbai. Previously, Upadhyay was the General Manager of Crowne Plaza New Delhi Rohini.

Elie Houbeich Elie Houbeich is the new Executive Assistant Manager of Food and Beverage at The St. Regis Mumbai. Houbeich brings with him over 15 years of operation and leadership experience in the hospitality industry within the core area of food and beverage.

He started his career in his native place Lebanon and then moved to China, Jordan, Egypt and Dubai where he managed F&B teams of over 200 associates.

He had previously worked with the JW Marriott Hotel Beijing and The Westin Beijing Financial Street among other properties.

Ajeet Pal Singh Ajeet Pal Singh has been appointed as the Director of Events at Andaz Delhi. In his new role, Singh will be responsible for business development, planning and budgeting, brand building, contract management, key account management, crisis management and client servicing.

Before joining the Hyatt group, Singh was working as General Manager – Sales, Super Luxury Homes at DLF Ltd. He worked with hotels like The Oberoi Hotels Gurgaon, The Imperial, New Delhi and Shangri-la’s Eros Hotel, New Delhi.

Amit Kapoor Hyatt Pune, Kalyani Nagar has appointed Amit Kapoor as the Food and Beverage Manager. Kapoor worked with Jaypee Palace Hotel Agra and ITC Grand Maratha before he moved to Hyatt in the year 2003 at the Grand Hyatt, Dubai as the Assistant Outlet Manager.

He later went on to become the Outlet Manager at the property in which he worked for six years. He then moved on to Sofitel Jumeirah Beach, Dubai to head the banquet operations for eight years. In his last assignment, Kapoor was the F&B Service Manager at Courtyard by Marriott, Gurugram Downtown.

Amol Patil Hyatt Pune, Kalyani Nagar recently appointed Amol Patil as Head Chef. Patil brings to the new role over 20 years of experience across culinary sector.

This is Patil’s second tenure with Hyatt Hotels as he was previously associated with Grand Hyatt Mumbai for six years and Hyatt Regency Mumbai for two years before he moved on to Radisson Blu Pune where he worked for more than a year.

Shimomura Kazuya The Leela Palace New Delhi recently appointed Shimomura Kazuya as the new Head Chef of its modern Japanese restaurant Megu. Backed with 26 years of rich culinary experience, Chef Kazuya is known for his seamless integration of modern and traditional Japanese cuisine.

Chef Kazuya has worked kitchens of Hinokizaka at Ritz Carlton Tokyo and in the Michelin starred restaurant Mizumi at Wynn Macau among others.

Vimal Verma Vimal Verma has been promoted to Director of Operations at Andaz Delhi from his previous role as Director of F&B. In his new role, Verma will primarily be responsible for the operational department of the hotel.

Ve r m a e m b a r k e d u p o n h i s professional journey in the hospitality industry as a Corporate Leadership Trainee at Hyatt Regency Delhi. He then jouned Park Hyatt Chennai as a pre-opening Assistant Director F&B, followed by a stint in Pune with Hyatt and then again in Delhi for the pre-opening assignment of the first Andaz Hotel in India – Andaz Delhi.

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Hotel Business Review

Ranjith Premraj Ranjith Premraj is the newly appointed Director of People & Culture (otherwise known as Director of Human Resources) of Four Seasons Hotel Bengaluru which is scheduled to open in mid 2019.

Premraj has had a career with the Four Seasons brand for over 13 years across various locations. Four Seasons Hotel Bengaluru is his seventh property and fourth pre-opening experience with the luxury brand.

Minu Budhathoki Minu Budhathoki has taken charge as the Spa Manager of Four Seasons Hotel Bengaluru which will be opening its doors to guests in May 2019. In her new role, Budhathoki will be responsible for the bespoke spa experiences at the hotel’s “Infuse Spa”.

Budhathoki recently spearheaded a team at the Four Seasons Mauritius. She had earlier worked with the Taj Group and also handled the retail operations at the spa at Burj Al Arab.

Amit Kulkarni Renaissance Bengaluru Race Course Hotel recently appointed Amit Kulkarni as the Director of Sales and Marketing.

Kulkarni will be spearheading the sales and marketing operations at the hotel.

With over a decade of sales and marketing experience he worked with various brands like Novotel Mumbai, U b i q u i ty H o s p i ta l i ty, Ex p l o re I n d i a Tourism, VITS Mumbai and Novotel Hotel, Sheffield England.

Raghav Sawant

Rajat Sachdev Sofitel Mumbai BKC recently appointed Rajat Sachdev as their new Pastry Chef.

Sachdev bring to the new role over eight years of experience in working with the finest hotels in the country, including The Leela Ambience Hotel Gurgaon, Hyatt Hyderabad Gachibowli, Shangri-La Eros Hotel New Delhi, JW Marriott Chandigarh, and The Oberoi New Delhi.

In his current role, Chef Sachdev will have to ensure that the pastry team provides consistent quality of food and beverage.

Raghav Sawant has been appointed as the Spa Manager at The Westin Pune Koregaon Park. In his current role, Sawant will lead and supervise the development of the Heavenly Spa

by The Westin along with wellness and recreation of operations. Sawant holds a Postgraduate Cidesco Diploma. Over the past 10 years, he has worked with renowned brands like the Grand Hyatt Goa, Hyatt Regency Mumbai, Grand Hyatt Mumbai.

Vrushali V Kummar Fairfield by Marriott Pune Kharadi has appointed Vrushali V Kummar as their new Director of Sales. With 18 years of experience in working with international brands such as IHG, Berggruen, Marriott, Oakwood and Hyatt, Kummar is well versed in establishing sales and marketing setups — from luxury to business hotels — in major markets such as Mumbai, Bengaluru and Pune.

Amit Kumar Dash Amit Kumar Dash has been appointed as the Executive Chef at The Westin Pune Koregaon Park. In his new role, Dash would be responsible for planning of order and execution for all daily operations. Dash brings to the new role over 13 years of experience in the hospitality industry. His last assignment was as Executive Chef at Sheraton Hyderabad Hotel.

Among the hotels he got associated in the past include Courtyard by Marriott at Mumbai International Airport, The Taj Connemara Chennai and ITC Hotel Park Sheraton Towers in Chennai.

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Ashish Nehra Ashish Nehra has been appointed as Director of Food & Beverage at Four Seasons Hotel Bengaluru. Ashish has worked with The Leela Palaces Hotel and Resorts, Gurgaon, JW Marriott Kolkata and Delhi, The Oberoi Udaivilas in Udaipur, Wildflower Hall, Shimla, The Oberoi New Delhi, The Oberoi Rajvilas in Jaipur and The Oberoi Amarvilas in Agra in the past. Ashish started his career as a trained Pastry Chef in Switzerland during his formative years.

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Rep or t

Hotel Business Review

Radisson Hotel Group Continues Expansion Spree The rapid expansion of the group’s South Asian portfolio is likely to create more than 4,000 new job opportunities over the next three years

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ith 15 hotels signed in India in 2018 and four Seven new hotels were opened in India in 2018, and more in the first three months of this year, the the group is on track to reach the landmark of opening Radisson Hotel Group appears set to continue its 100th hotel in India this year. its expansion spree across India and other countries in With 143 properties and over 16,800 rooms currently the South Asian region. operating or under development nationwide, the As it entered the second year of Destination 2022, company is already one of the largest international its five-year strategic roadmap, the group reiterated its hotel groups in India. deep commitment to South Asia at the Hotel Investment New hotels set to open within the next 12 months Conference South Asia (HICSA) 2019 held in Mumbai include India’s first Radisson RED hotel, located in Mohali, from April 3-4.

Punjab, the company said.

The rapid expansion of the group’s South Asian Katerina Giannouka Radisson Hotel Group said it intends to introduce portfolio will also create more than 4,000 new job international hospitality to a series of fast-growing tier-2 opportunities over the next three years, said the Radisson Hotel and tier-3 cities, as well as emerging areas such as the north-east Group, adding that it will be actively seeking to hire and nurture the and central India. best talent the region has to offer.

“When we embarked on Destination 2022, our five-year strategic “South Asia is one of the world’s most dynamic regions, where huge vision, we knew that South Asia would be a key part of its success. populations meet soaring economic growth, creating unprecedented We have created a series of transformational, innovative new opportunities for investment and development. At Radisson Hotel initiatives covering all aspects of our business. They include EMMA, Group, we have long since recognised the subcontinent’s vast a revolutionary global unified technology platform, potential, and it is no coincidence that we are now one strengthened brands, enhanced commercial strategies of South Asia’s largest and most trusted hotel groups,” and operations protocol,” said Katerina Giannouka, said Zubin Saxena, Managing Director and Vice President President, Asia Pacific, Radisson Hotel Group. of Operations, South Asia, Radisson Hotel Group.

The group is also implementing new programmes in “We have very strong relationships with our owners and South Asia including a “Hotel Center of Excellence” for other stakeholders in South Asia, and we will continue to General Managers in India, sharpened guest satisfaction work tirelessly to drive profitability through operational surveys and enhanced technology platforms. excellence,” Saxena added.

New global brand programmes, including Rad The four hotels that the group has signed in 2019 are: Family, Radisson Meetings and Welcome India, which Park Plaza Amritsar, Radisson Greater Noida, Radisson is dedicated to outbound Indian guests, are also being Gurugram Sohna Road City Center, and Park Inn by Zubin Saxena Radisson Kashipur. rolled out, the company said.

Hyatt Centric Brand Expands in India

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hicago-headquartered Hyatt Hotels Corporation appears to be focusing on expanding in India its Hyatt Centric brand created for millennial-minded travellers who want to be in the middle of the action.

The company recently announced the rebranding of Hyatt Place Goa/Candolim to Hyatt Centric Candolim Goa, marking the brand’s second hotel in the country.

“The opening of Hyatt Centric Candolim Goa is our first step in introducing the Hyatt Centric experience to the vibrant state of Goa,” said Sunjae Sharma, Vice President Operations India, at Hyatt.

Located in prime destinations across the world including New York, Miami, Madrid, Tokyo and Chicago, the Hyatt Centric brand is designed to serves as a launchpad to destination exploration and discovery.

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Situated in the heart of North Goa, Hyatt Centric Candolim Goa provides chic and contemporary accommodations just steps away from some of the the city’s best beaches, shopping centres, culture, entertainment, nightlife and other local hotspots, making it easy for guests to get out and explore.

“The introduction of the Hyatt Centric brand displays yet another way for us to care for our guests, while offering them

international hospitality and authentic experiences,” Sharma added.

The hotel has 167 spacious guestrooms including one suite. It also also offers 6,065 square feet (563 square meters) of meeting and event spaces, including Jade Vine, a modern ballroom, Isle de Sol, a contemporary flexible meeting space, and Jardim, an outdoor banquet space that can be used for either business or social events.

Hyatt Centric Candolim Goa also provides guests with a modern fitness studio, outdoor swimming pool, kids play area, 24-hour room service, currency exchange, multilingual staff, laundry and dry cleaning services.

Additionally, the hotel offers guided off-site experiences such as scuba diving, heritage walks and food tours, highlighting the best Goa has to offer.

Re p or t

Hotel Business Review

ibis: All Set for a Makeover

AccorHotels’ economy brand ibis is taking a slew of initiatives to offer travellers and local residents a totally new customer experience that focuses on hospitality, opening out to the local community and increased social interaction.

This strategy is in response to new customer expectations highlighted by an Ipsos study conducted across 6 countries on behalf of ibis. In the study, 80 per cent of respondents said they would like this new type of hotel to be a social venue, where everyone, including “non-staying” guests, feels welcome.

As part of these initiatives, the reception desk, until now a symbolic feature in a hotel, has been removed. Upon arrival, guests are welcomed by a member of the “ibis Smile Team” and complete check-in formalities at the bar while enjoying a drink or from the comfort of the lobby. Although this new welcome format requires the use of tablets and a proprietary mobile solution, it makes employees less static and increases their interaction with guests.

As part of the brand transformation, the ibis model is evolving from a uniform and standardised approach into a flexible and personalized one, made possible by three new design concepts. The selected designers in Europe, Latin America and Asia have based their concepts on connecting with the outside, giving the bar pride of place and making the hotels equally appealing to travellers and to locals.

So travellers will have the option to choose from rooms that can accommodate between one and six people, depending on their requirements, or they can opt for the “Smart Room”, a new concept designed to increase accessibility standards.

To ensure that all customers – locals and travellers alike – can enjoy a relaxing time in ibis hotels, the brand has developed a new range of dining options that would complement the customer experience.

The hub of the hotels, the bar will offer a tailored menu, a signature visual identity and various design elements to help create a unique atmosphere. Free to choose from several new ideas, ibis hoteliers can opt for the concept most suited to the specific characteristics of their clientele and tailor it according to their neighbourhood in order to offer a menu that showcases local dishes and fresh produce.

A pilot hotel for this new offering, ibis Zurich Messe Airport has within its lobby created Charlie’s Corner, a bar devoted to beer where the menu changes depending on the time of day.

Ibis has also decided to make music an integral part of the customer experience to encourage social interaction between all the people passing through its hotels. As highlighted by 79 per cent of respondents in the Ipso study, listening to music is a key part of their lives.

In 2019, more than 100 live performances will be hosted in ibis hotels with emerging artists, the company said.

Will Open More Holiday Inn Express Hotels: SAMHI Following the launch of 10 Holiday Inn Express hotels in the country in partnership with InterContinental Hotels Group (IHG), lodging real-estate company SAMHI has said that it plans to add more Holiday Inn Express hotels to its portfolio.

In November 2017, IHG started its journey with SAMHI with the signing of 14 hotels within their India hotel portfolio to renovate and rebrand to Holiday Inn Express on par with the global brand standards.

September 2018 witnessed the launch of first rebranded Holiday Inn Express hotel in Gurgaon Sector 50. In the following next six months, a total of 10 properties were launched across Bengaluru, Hyderabad, Ahmedabad, Nashik,

Pune and Chennai.

“Not only do we remain confident about opening the remaining four hotels in the portfolio but also add more Holiday Inn Express hotels to the portfolio across Tier 1 and Tier 2 cities,” said Ashish Jakhanwala, Founder, MD & CEO, SAMHI. “Our partnership with SAMHI and launch of the new Holiday Inn Express portfolio has given us a solid foothold in the midscale hotel segment in India. With the recent openings, we now have 27 operating hotels under the Holiday Inn brand family in the country, and a robust pipeline of 33 hotels due to open in next 2-3 years,” added Pascal Gauvin, Managing Director, India, Middle East and Africa (IMEA), IHG.

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Cover Story

Ensuring Women Guest Safety A valuable growing niche segment for Hotels

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Given the dramatic increase in women business as well as leisure travellers, addressing the needs of this market segment has become increasingly critical for hotel companies. The main requirements of this sector are safety and security. A recent survey by metasearch engine iXiGo reveals that apart from location and cost, security is a prime criteria for selecting a hotel. Most of the hotels – in metros as well as tier II and tier III cities – are now taking Single Lady Traveller concept seriously and have introduced amenities to make their – as well as the female staff who are employed in shifts to serve the guests 24x7 – environments safe and comfortable. Ashok Malkani finds the various methods used by the hotels to ensure safety of females – whether guests or employees – and discovers that they go a step further than just allocating a floor or an area for female guests.

Cover Story

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here has been a dramatic increase in solo women travellers – be it for business or leisure. As per industry experts, about 20 per cent of their guest comprise of single women travellers. Hotels have understood that single women traveller is a fast growing, niche market in India and it has a tremendous potential. Addressing the needs of this segment has thus become a necessity for the hospitality industry.

Suman Gahlot, General Manager, Aloft New Delhi Aerocity, declares, “With the rise in number of women professionals, the number of women travellers has also risen. Women travelling, especially solo, have increased across the nation by 75%, majorly in Tier 1 cities like Delhi, Mumbai, Chennai, Hyderabad & Bangalore, which give hotels a strong hold on this segment of travelers.”

Devesh Rawat, General Manager, Indore Marriott Hotel, states, “Globally and in India, there has been an emerging interest of more and more women travellers seeking adventure and travelling by themselves. We have been witnessing a considerable rise since last year and the reason behind this is the increasing diversity in the corporate sector resulting in more independent female travellers, higher purchasing power and active decision-making.

According to Pinterest, women looking for solo travelling options have increased by 350%, making it one of the best opportunities for the hospitality industry to serve these (women) travellers. At Indore Marriott Hotel, we have hosted more than 3,500 solo travellers since our official launch.”

Shilpa Kosambia, Director of Housekeeping, Sofitel Mumbai BKC, says, “Women today, are more risk-taking, courageous, adventurous and independent than they were earlier.

As they grab job opportunities and make decisions on their own, they are now willing to travel further, not only within the borders of their own country but internationally as well. At Sofitel Mumbai BKC, we have a significant percentage of solo women travellers on business and vacation purposes, and are witnessing a steady increase in the trend of solo women travelers for leisure and rejuvenation. A recent survey by iXiGo on ‘What Women Want’ concluded that in 2018 Indian women are travelling as frequently as once in every two months, and we believe this trend will be on a steady rise.”

Abigail Vaz, Human Resource Manager, Le Meridien Goa, Calangute, avers, “We have seen a growing number of women travelling alone. While this increase in metro cities

Hotel Business Review

could be attributed to travel for work, we see this trend in leisure markets too. Solo travel has become a trend with millennials and we see many women taking this up, exploring a destination all on their own.”

Rayan Aranha, General Manager, Grand Mercure Bangalore, opines, “While single women travellers are not necessarily tracked as a segment, there has been an increase in Female travellers especially in India. According to the Indian Consumer Travel Report by Phocuswright two in five females go for solo trips and 2x more Indian women take more solo trips compared to other Asian women travelers.

Grand Mercure Bangalore is an ideal place for solo lady travellers; they can stay at the hotel’s Princess Floor, which offers extra security and added amenities. Nowadays there are travel groups and agents providing female only group tours and travellers. It can be observed that over the last decade many hotels have introduced women-only floors with amenities that consider travel essentials that women need during their stay.”

Himanshu Bhatnagar, HR Manager, JW Marriott Mussoorie Walnut Grove Resort & Spa, disclosed, “At Marriott, we focus on

our core value “Putting People First”. We encourage our staff in enhancing women safety.”

Safety Ensured With so many women travelling alone, the question arises whether hotels are safe abodes for women travelling alone and what are the measures adopted by them to ensure safety of their single women guests?

Abigail iterates, “At Le Meridien Goa Calangute, safety of our guests is a priority second to none. We adhere to strict safety regulations that are in compliance to both state and international standards. For single women travellers, they are assigned rooms close to the elevator. We ensure that one of our female associates from the Guest Relations team is assigned as the single point of contact for the entire duration of their stay, to make them feel comfortable in reaching out for any assistance. All floors are monitored by CCTV and our patrolling guards on the floor keep an eye out for any unwanted attention/ trouble makers. When there are requests for travel outside the hotel, we organise hotel cars only for their transport.”

Devesh reveals, “Safety has always been

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a topic of discussion, especially if you are travelling alone or to an unknown destination.

For a woman traveller the adventure of exploring a country or a city alone can turn out to be a security concern if not being careful of the surroundings. The hospitality industry often witnesses such situations and hence, we at Indore Marriott Hotel, prioritise on making all the necessary arrangements for the safety and security of our women travellers and lady colleagues. We have incorporated a couple of facilities that have been introduced to ensure their safety.

For our women traveller, we have a well planned documented itinerary and below are the steps we take to ensure it all goes as per plan: • The Indore Marriott Hotel staff gets into action once the booking of any solo women traveller has been done • An experienced specialist contacts the guest and explains about their services and records if there is any query of the guest • To keep in mind the safety and comfort of the woman traveller, Indore Marriott Hotel appoints a ‘Lady Chauffeur’ who is assigned to make sure they pick the guest from the given destination • An experienced lady specialist would be present at the hotel to greet and assist the guest throughout her stay. The role of a specialist is to make sure that every service that the guest receives would be from a lady attendant; be it, housekeeping, In-room food or any restaurant service • Apart from these personalised safety experience, Indore Marriott Hotel also has made sure that: • Security cameras are installed in and around the hotel premises and on every floor which is supervised 24×7 • Separate lady frisking areas in the hotel • Separate floor for the single lady traveller Shilpa states, “The safety at hotels for women largely depends on the staff employed internally and the secure technology in the hotel. A high level of discretion is essential when catering to women guests. Along with this, smaller details such as adequate lighting across the hotel space at all hours and the presence of women staff goes a long way in making a woman guest always feel safe and secure at the hotel.

At Sofitel Mumbai BKC, we have female staff at all our outlets to ensure they are comfortable; the property also addresses special requests for specific rooms on floors to ensure they feel secure. We also have a separate check in and check out at the Club

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Millésime Lounge for our most discerning guests who appreciate exclusivity and privacy. The efficient key card locking system (Electronic Locking System), which is directly interfaced with the Property Management System of the hotel, ensures that the guest room access can be supervised. For added extra security of the guests in the hotels, all the employees carry their photo ID at all times during their shift.”

Suman asserts, “I would say that hotels are ‘Safest abodes’. Safety of our guest is of utmost importance and there are number of measures which are taken by the hotels

for single women travellers such as rooms equipped with video phones, separate wings for single lady travellers and many more such as screenings of calls/visitors. We at Aloft New Delhi Aerocity, have a woman chauffer on request, separate accommodation for the single woman, lady guard patrolling in every two hours and a welcome card placed in the room with the Duty Manager and local police station number.”

Rayan, reveals, “Hotels have several security measures in place to ensure the safety of their guests which include women travelling alone. We ensure that at Grand Mercure Bangalore, like all our Accor Hotels properties, are in areas with well-lit surroundings and we provide certified taxi agent cars. We also have security cameras in all public areas and these are closely monitored as well as routinely serviced to ensure they are working properly.”

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Some of the hotels have a separate floor/ section dedicated to single women travellers.

Is this sufficient to assure their safety? How do the hotels ensure that no men violate this area?

The hoteliers insist that being in the women’s floor is a sense of ease for the ladies as the whole staff is female. Besides the elevator is so digitally designed that it stops at that floor only if you have an entry card of the room on that floor.

Rayan states, “In a hotel, having a ‘woman only’ floor is an additional step in creating a safer and more secure environment for our lady guests. Staff at the hotel is trained to understand the need to additionally safeguard the privacy of women travellers and ensure that there are no lapses in security and safety measures.”

Himanshu however, does not believe that a women only floor is necessary to ensure safety of ladies in a hotel. He adds, “At Marriott International, we treat all our associates equally and build a healthy work culture.

Dedicating a separate floor for women will not resolve the problem if the culture is not right.”

Suman declares, “While designating a floor only for women is undeniably helpful in assuring their safety, I believe there are other factors that can also be taken into account.

• We could restrict access to the floor itself.

• Train staff and ensure there are no blind spots as far as security cameras are concerned.

• Try and have women assigned as service staff all across the floor.

• Also, ensure that the staff is stationed,

Cover Story such that anyone seeking help is always within earshot.”

Shilpa says, “In today’s date, there is a growing segment of women who regularly travel for business, and hotels must recognise and accommodate their requirements. While it is a good initiative to keep one complete floor for women to make them feel more at ease and comfort, this is not enough to ensure their safety. There are further finer elements that need to be considered, such as complete privacy, accomplished by displaying the “Do Not Disturb” card on the door, measures such as corridor CCTV, on request staff for emergency situations and more.”

Devesh concedes that “It has become a common practice in many luxury and midlevel hotel properties to keep a separate floor and female staff dedicated for women travellers and that is the same case at Indore Marriott Hotel. However, we believe that keeping separate floor is not the only safety measure that a hospitality brand should initiate to make their solo travellers feel more secure, but there are different measures that need to flow in series along with this one.”

Abigail avers, “A dedicated women’s only floor is a step in the direction of ensuring safety, although that alone is not enough to make women feel safe.”

Sensitising Staff Many hotels are sensitive to their female guests in a subtle way, without turning it into a marketing gimmick. For example, some hotel staff will notice that a woman is checking in alone and avoid announcing her room number out loud. Sensitisation of staff to women’s needs and requirements is a task that has been taken up by almost all hotels.

Shilpa disclosed, “Hotels follow a strict female-guest policy that includes detailed procedure in terms of service to all women guests that enter the hotel. From the point of check-in to the end of the female guests’ stay, this policy is strictly adhered to. Regular briefing sessions to the hotel staff, training modules, mock drills in evacuations to help people in endangered situations and monitoring of staff movements are put in place to ensure the safety of women guests.

At Sofitel Mumbai BKC, 6-7 per cent of our guests comprise of single women travellers. It is very correctly said that Hotel is a “Home Away From Home” for the guests, so the guests want to receive no or minimum dissatisfaction during their stay in the hotel. We believe that this is a niche market that has tremendous growth

potential, and may be an important source of revenue in the near future. We ensure to be receptive and cater to this growing customer base through our personalised service to guests. The boutique hotel’s ‘Cousu Main’ - service culture from the heart - adds an exquisite personal touch to all our guests’ requirements. It involves understanding the guests’ needs and expectations and thereby deepens relationships creating an emotional bond, delivering more value to our guests.

Single Lady Traveller kits are placed in all Lady guest rooms pre arrival or during their stay.”

Devesh asserts, “As soon as the booking of a lady guest is received, an experienced (lady) specialist connects with the guest.

The call basically helps us in understanding the guest’s requirements and if there is any special request.”

He adds, “Guest custodians, primarily the housekeeper, front office manager, Lady chauffeur, specialist are carefully selected during the arrival meeting that is held a day prior to the guest’s arrival. Single lady travellers are allocated rooms on a separate floor and provided with services on request.”

Abigail revealed, “We are proud to share that we organise periodic training to our associates on how to gauge if a lady guest is in a distress situation. Right from how to recognise signs of human trafficking to escalation and reaching out with help; our teams are trained from time to time.”

Suman states, “Hotel teams are imparted special training which includes safety, service security measures to be aligned to ever changing requirements of the complex environment of today. “ Himanshu declares, “At the JW Marriott Mussoorie Walnut Grove Resort & Spa, as a part of the TakeCare wellbeing, we organise various activities like self-defense sessions by trained professional for awareness. Our Loss Prevention and HR team pays close attention to ensure women’s safety without any compromise. We also conduct monthly sessions with our female associates and address their feedback, complaints along with timelines.”

Rayan says, “In hotels nowadays all the staff members are given behavioural training, and all security trainings also focus on safety of women travellers. There are many guests that have a specific set of requirements and preferences, and we strive to meet all expectations to enhance guest experience. It is our constant endeavour to ensure that we pay attention to details

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and meet the needs of all our guests. We are equipped to handle any special requirements or requests.”

Commercial Viability Providing special services to ensure that single female guests are safe as well as satisfied are likely to add to the operational costs of the hotel. So is it commercially viable for more hotels to try and attract female guests?

Suman declares, “In our globalised world today, I think it would be commercially viable.

Women are becoming more and more savvy when traveling. They are more likely to seek out hotels that offer a little extra for them be it for work or leisure. It’s human nature then, to favour a hotel that offers more value for money! “ Shilpa maintains, “It is essential that hotels are reaching out to the growing women travellers and are satisfying their needs as this becomes an important segment for the hotel’s customer base. A hotel, perceiving their customers as mostly men, could lose clientele if their facilities are not tailored to suit female travellers.”

Devesh asserts “Providing special amenities for women travellers is definitely commercially viable, keeping in mind the increase of solo female travellers. Women travellers prefer hotels that provide such features. With growing concerns on the safety of solo women travellers, the Indian Hospitality Industry is increasing their attention towards their demand and making sure about their security. The amenities such as separate frisking area, lady staff at every level, security cameras may come at a high cost initially, but in the long run, they benefit us and looking at this increasing trend, these amenities are very important for all hotels to target them.”

limited mobility owing to familial concerns, where they are unsure of their safety. To encourage more women to work with us, we offer complimentary accommodation for our out-of-town associates and to make it more convenient for them. This accommodation is a mere two-minute walk away. At night, one security is sent along with them to ensure that they are secure and comfortable.

We understand that for an associate to be productive, it is important that they feel they are heard and respected. With our open

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Female Employees Safety Hotel industry is faced with the dual responsibility of not only providing safety for its female guests but also the feminine staff, as they have to work in shifts. There are numerous steps being taken by hotels to ensure that the female staff feels safe and secure.

Abigail avers, “We are committed to empowering our women associates and increasing their number in the workforce.

As part of this initiative, we have actively taken measures to ensure that we provide a conducive environment that nurtures women and helps them thrive. Mostly, women feel

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Abigail Vaz

door policy, female associates can voice their opinions, suggestions and reach out for assistance without the fear of ridicule and retaliation.”

Himanshu disclosed, “Out of their 24 hours in a day the female staff spend a good amount of time in hotel. We believe in maintaining the work life balance. We try and create a positive working culture so that they feel happy and motivated to come to work. Also as per Marriott International’s initiative the TakeCare Wellbeing we conduct various activities which help them maintain their daily routine effectively.

At the JW Marriott Mussoorie Walnut Grove Resort & Spa, we take utmost care of the safety of our women associates. We ensure their security is very well taken care of. For instance, if there is any sudden change in shift, a drop home is provided along with one security guard to ensure safety.”

Rayan reveals, “The industry is constantly evolving and the focus on women’s safety is a priority. Hotels have committees and governing bodies to protect women and their rights, in addition to constantly ensure equal opportunities for women.

To achieve our equality objectives, there is a key role played by our international diversity network Women at Accor Hotels Generation (WAAG), which has 4,200 members worldwide. Through the WAAG, we combat sexist stereotypes via internal awareness actions. We also help our female employees at Grand Mercure Bangalore to become more confident, notably through the support of a mentor, training and the sharing of experience.

Additional precautions are taken for women who work in night shifts, with secure transportation being provided by the hotel.”

Suman states, “We, at Aloft New Delhi Aerocity, are always considerate when it comes to scheduling late night shifts.

Ensuring they don’t have to travel to or from work at unearthly hours or alone as much as possible and providing safe and secure transportation at all times. They are provided a guard from the hotel to the drop location. And we also avoid in-room dining service to be done by women staff.”

Shilpa affirms, “Sofitel Mumbai BKC highly values the safety of its staff. For women who work in shift, the hotel provides home drop facilities with a security escort as well.”

Devesh declares, “We at Indore Marriott Hotel consider safety an important element

Cover Story not only for our guests but also for our lady associates. Some of the measures taken are: • We provide accommodation facilities for lady associates in a gated society • Facility of pickup and drop at odd working hours, especially in the evening (Pickup starts at 5: 30 AM and drop service could be availed post 8.00pm) • A security guard accompanies the ladies till society gate A monthly surprise inspection is conducted at the ladies accommodation to make sure that everything is fine Provide various self-defence trainings to make them capable to protect themselves in any risky situations Initiated a Woman in Leadership (WIL) program where we conduct various sessions that focuses on different good ways of earning your livelihood on a monthly basis.

A forum where the ladies can address any issues they have. “

Summing up There is no doubt that travelling alone can be a rewarding experience as one does not have to compromise on one’s desires or

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preferences. You can eat and drink what you want, when you want and where your want. You can move at your own pace and obey your own whims and set your own rules. However, one aspect that most women travelling alone have to be careful about is the safety in the hotel that they

plan to occupy. It is found that they indulge in thorough study of the property, from the safety point of view. And to meet the demand of single women travellers, whose percentage is rising each day, the hotels have started measures to see that there is no stone unturned to ensure their safety. n

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Hospitality industry’s constant quandary

Attrition Managing a hotel is a complex and intricately challenging task. Managers have to work on multiple channels and issues.

There are challenges on several fronts to be met. One has to, at all times, keep an eye not only on revenue intake but also on guest satisfaction; and, in both these spheres, the hotel’s staff plays a significant role. However, if there is a constant change in the property’s employees, as is being witnessed over the years, there are likely to be significant and notable shortcomings in the services rendered to the guests. Attrition has thus become the bane of the hospitality industry. This is attributed, according to the industry, to the salary scales. However, there are several other factors involved in the high rate of employee turnover. Ashok Malkani tries to pinpoint these factors and not only gauge their effect but also some steps that can be taken to keep the staff satisfied and thus decrease the rate of attrition 34

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ravel and tourism sector is growing at a rapid pace in India. According to IBEF report, India ranks 7th among 184 countries, in terms of travel & tourism’s total contribution to the country’s GDP in 2017. During 2018 the FEEs (Foreign Exchange Earnings) from tourism increased 4.70 per cent year-on-year to US$ 28.59 billion. Foreign Tourist Arrivals (FTAs) increased 5.20 per cent year-on-year to 10.56 million in the same period. The Indian Government is working to achieve one per cent share in world’s international tourist arrivals by 2020 and two per cent share by 2025. Besides the foreign tourists the number of domestic travelers has also increased.

The FTAs, stood at 10.177 million in 2017 and at 2.12 million during the first two months of 2018. The domestic tourist visits (DTVs) stood at 1.65 billion in 2017, a growth of 15.5% over the previous year.

All these tourists will need accommodation and the hospitality industry is gearing up to meet this demand.

Market reports state that the hotel industry was able to overthrow the 65% occupancy rates threshold in 2017. Global hospitality consulting firm, HVS, has, in its report, “Hotels in India Trends & Opportunities” disclosed that branded hotels in India touched the occupancy rate of 65.6 per cent in financial year 2017, as against 63.3 per cent in the previous year.

According to the Indian Hotel Industry Survey 2016-17, compiled by Hotelivate in association with the Federation of Hotel & Restaurant Associations of India (FHRAI), the Indian hotel industry is estimated to expand to 13 billion U.S. dollars by 2020. The spurt in demand for hotel accommodation over the last few years has inflated hotel rooms in the country.

While all this may be good news for the hotel industry, it

Business is also troubled by the high attrition rates within the industry. This malaise is spread all over the globe. World over, the hospitality industry is known for the high turnover ratio of its employees. In India, according to studies, it is believed to be as high as 30%.

Most of the hotels are falling short of skilled employees for their hotels.

Glen Dsouza, Asst. Manager, Human Resources, The Mirador Hotel Mumbai, says, “High Attrition has now been the trend in the Hotel Industry. One of the reasons would be the current economy and the numbers of hotels coming up along with the competition levels which are rising on daily basis. Keeping this in mind it is not possible for a hotel to satisfy every staff requirement, hence they keep moving from one hotel to another and changing locations.”

Abira Basu, HR Manager, Hilton Garden Inn, Gurgaon, declares, “The attrition rates in the hospitality industry are high because of stiff competition in the market which tempts the employees to seek better career opportunities. Another reason is because hotels operate 24x7, it affects their work balance. As far as our hotel is concerned, the attrition rate here is as per industry norms.”

Julie Sachde, Director of People and Culture, Four Seasons Hotel Mumbai, disclosed, “The high attrition rate in the hospitality industry can be attributed to the fact that today’s hotel management graduates have wider avenues of career options to explore – from cruise liners and stand-alone restaurants, the opportunities are endless. Not to mention that now a lot more MNCs are also looking at hiring candidates from the hotel industry as they come with a lot of customer service experience. And yes to an extent, our hotel too faces the heat of high attrition.”

Sanjeev Shekhar, GM Hotel Marine Plaza, Mumbai & Regional Director, Sarovar HotelsWest, states, “The high attrition rate in the hotel industry is mainly in the front of the house staff. This can be attributed to the young, restless staff and low salaries paid to this segment. This prompts them to seek better opportunities in bigger brands / cruise ships. As far as attrition in our hotel is concerned, it is at par with the industry.”

Vi n a aya k Ka m b l e, d i re cto r of H R , Four Points by Sheraton, Navi Mumbai, Vashi, claims, “Attrition rate is high in the hospitality Industry because of immense opportunities available across the world.

This mainly happens as the salaries that are

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paid to the fresh talent who come out of the Hotel Management colleges is far less than average salaries paid in other industries.

The second reason is that experienced candidates get higher salaries in other countries than in our country.”

Double Edged Sword The hotel operators are faced with a double edged sword. While occupancy rates are going up, it is also attracting the attention of developers and international hotel brands of venturing into the country. And while the demand for hotel rooms increase, it also has a cascading effect on the uptick in compensation levels of the employees.

The end result is an adverse impact on the profitability of the hotels.

The question that arises is: Will the growth of hotels continue despite the reduction in profits?

Julie asserts, “Hotels will continue to grow steadily despite any reductions in profit. This is owing to the fact that travel is one of the key areas that Millennials as well as Generation Y and Z are investing into. Additionally over the past few years, India has turned into a preferred destination for foreign investors looking to expand into Asian markets and hence business travel has been on a steady rise as well. Hotels are coming up with novel, creative ways to ensure profits are sustained and so is attrition.”

Abira avers, “Salaries should be as per industry norms and it is benchmarked vis-avis competition hence it has no correlation with growth of hotels. Hotel industry will grow in the coming years because of high GDP growth and high consumer spending capacity.”

Vinaayak is, however, not so optimistic.

He states, “As there is attrition, the replacement cost of that particular position is high. For example, if an employee has worked in the hotel for 4 years and has performed well his compensation increases

by X percentage and getting the same skill and caliber from the industry is higher than the given budget for the position. Growth of the hotel will continue up to a certain limit as per the capacity of the hotel in terms of the rooms and the revenue generating areas. Once it reaches a certain threshold it will have to look into different avenues to make profits.”

Sanjeev claims, “Replacement costs are always higher than retention costs. Growth

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will continue with reduced margins because hotels are an aspirational business.”

Glen is of the opinion that “attrition should not result in high rise in salaries as long as you have the right people at the job.”

Curbing Rate of Attrition Looking at the problems that arise due to increasing rate of attrition, the industry has to be aware of the category of staff among which there is a maximum turnover of the hotel and then find ways to curb the rate of attrition.

Julie disclosed, “We typically see a higher rate of turnover amongst the hotel’s line staff – employees with 1 to 3 years of experience.

A lot of hotels are now increasingly relooking at their training programs as well as the scope for growth that they can offer associates. Creating millennial-friendly work spaces and a career that is well-rooted in a healthy work-life balance approach is key to retaining employees.”

A b i ra b e l i eves t h at t h e m ax i m u m turnover is among the Frontline Team Members. She informs “There are various ways of achieving this objective. Some of the ways are: • Better & faster growth opportunities (which are available across Hilton) • Building a culture of high employee engagement • Encouraging Internal Mobility (which is done across Hilton)” She further added, “At Hilton we also have a Robust Reward & Recognition mechanism and effective Hilton “Thrive” interventions at the shop floor level to improve work life balance.”

Glenn states, “I believe the high turnover is both among the Junior Level staff and Higher level staff. In order to reduce the rate of attrition a hotel needs to keep their staff motivated and involve them in new ideas and work culture.”

Vinaayak iterates, “The Rank & File, S u p e rv i s o r a n d exe c u t i ves w h o a re constantly interacting with the guest and the front of the house staff are the ones where there are most turnovers in a hotel.

To reduce attrition, employees who perform well should be given higher opportunity growth within the organisation or other hotels in their portfolio. They should be trained well so that they are able to learn new techniques and skills required to enhance the guest experience and services in a hotel and in turn have professional

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growth for themselves.”

Sanjeev, too believes that front office and food and beverage employees have the maximum turnover. “And this is likely to continue till the pay scales improve and hotels become preferred employers,” he adds.

HR’s Role in Training Employees It is believed that retaining workforce even through training is a tedious task as several of them seek better opportunities after being trained. Everyone knows that experienced staff is essential for the efficient running of a hotel. With high attrition rates the efficiency of the hotel gets affected. The

Sanjeev Shekhar

Abira Basu

Julie Sachde

Human Resource Department, which plays an active part in training the staff, has to ensure that the guests are satisfied with the services provided on the property.

Glen affirms, “Experienced staff is indeed essential for the effective running of a hotel!

However experience is not the only key factor as there are points like Work ethics, Punctuality, Discipline and Service Culture which can ideally be determined from only experienced staff. So, eventually as a hotel we can grade them accordingly and yes, along with grading we can choose the right experienced staff and promote them and hire new joinees, who can absorb the culture of the promoted staff and provide a better guest experience despite of the high attrition level in any Hotel.

According to me there are certain values like Humbleness, Empathy, Authenticity, Quality, an Ethical Work & Service Culture which needs to be imparted to every staff with modes of Theoretical & Practical training sessions in order to ensure that the guests are satisfied with the services provided by the hotel.”

Abira states, “With high attrition rate the efficiency of the property can be maintained

by Multi tasking of Team Members and Intra Departmental & Cross Exposure Training like we do at Hilton.”

The HR team can contribute to this by: • Culture of High Engagement levels for Team Members • Culture of connecting with people and, in turn, creating the Wow experiences for the guests • Effective training on SOP’s, Brand Standards and Brand familiarization Vinaayak declares, “Training in any hotel plays a vital role in maintaining the efficiency of the hotel. Even though the attrition rate is high in the hotels, Learning and Development department keeps on motivating and training the staff for skill growth. Apart from that L&D department also plays a vital role in keeping the staff engaged in the different fun activities which keeps the staff motivated and challenged.

Human Resource Department plays an important role for the overall growth of the hotel, as the hotel provides an intangible service to the guest which only human beings can provide. Since a hotel is a people driven industry, HR has to constantly evolve in creating a healthy and harmonious environment which caters to their overall wellbeing, professional development, growth opportunities, conducive working conditions,

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which takes care of their safety, security and family as well. Once the employees are stress free and satisfied with all their personal aspects they will be all ready to face and accept professional challenges in providing the best possible service to the guest and ensure that the guest is satisfied completely in their hotel.”

Sanjeev affirms, “Training plays an i m p o rta nt ro l e i n e n s u r i n g t h at t h e employees keep the guest satisfaction high. And training is provided by the HR department. Thus HR team plays a major role in ensuring guest satisfaction.”

J u l i e d i s c l o s e d , “ Le a r n i n g a n d Development as a whole has evolved drastically over the past few years. There are various learning modules now that contribute to the larger training ecosystem.

Mobile-friendly training apps, Role Plays, Exposure to international markets are all collectively allowing hotels to train employees, retain then, and drive efficiency at scale. Experiential trainings rather than classrooms is the new world way to train.

The function of Human Resources is no longer an administration profile but one that has evolved to take on the mantle of a true business partner. Learning Managers are key contributors in training employees across the board. HR teams are not only involved with recruitment but also overseeing an employee’s engagement during their tenure, acting as mentors helping individuals hone

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their skills and develop them further. These key areas of engagement and development that Human Resources contributes towards, in turn, creates higher levels of customer satisfaction – a happy, environment in the back of the house will bring forth amazing results in the front of the house.”

Cutting Edge Benefits Since there is a high rate of attrition, the HR department of the hotels, have come up with the aphorism, “train, retrain, retain”. However, for the last, (“retain”) part, organisations are looking for cutting edge benefits that help employees. There are various benefits, apart from financial ones, adopted by different properties, to help retain the staff.

Vi n a aya k d i s c l o s e d , “ To i m p rove employee experience, organisations are going all the way to make the employee feel at home, which starts from building the right culture of Integrity, respect and professional approach, being fare in all aspects of employee experience and interaction with the management of the hotel. Once this experience turns into reality and the employee starts knowing that the company is thinking about their welfare all respects, then the confidence and commitment in the hotel management grows stronger and deeper.”

Some of the benefits that are given to the employee at Four Points by Sheraton,

Navi Mumbai , Vashi are: • Taking care of their higher education.

• Incentivise them on up sale and profits.

• Providing stay & dining options in the hotel by giving them employee discounts.

• Organising international workshops and training where the employee is able to travel to different countries for the same Julie revealed, “Some of the cutting-edge benefits that we’ve adopted and rolled out at Four Seasons Hotel Mumbai to engage our associates and offer them a great employee experience are: • International Cross-Exposure to be a part of the Four Seasons brand globally • A well-planned work-life balance • Complimentary room nights globally across all Four Seasons hotels and resorts globally • 50% discount on all Food & Beverages offerings across the globe • Hospitalisation leave • Paternity leave • Compassionate leave” Abira mentions some of the cutting-edge benefits normally offered at Hilton Garden Inn Gurgaon as: • Thrive at Workplace • “U & Joystick” Play Station for all Team members • Annual Picnic for all Team members • Monthly engagement activities • Quarterly Skip Level meetings for all Departments

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• Open Door Policy Glen lists some of the benefits offered at The Mirador hotel, Mumbai as: • Inspiring Staff by motivating them on a daily basis • Understanding their concerns and accordingly addressing them • Giving the staff ownership of taking responsibility • Treating them like your family and allowing them to grow along with the hotel

Digitalisation – A Solution?

Today, digitalisation has acquired new dimensions and has revolutionised almost all industries. The present day challenges are overcome due to digital solutions. But can it help in tackling the issue of attrition in the hospitality industry is a question that is uppermost in the minds of the hoteliers.

Glen believes that digitalisation can help hotels tackle the problem of high attrition rate. He avers, “Digitalisation will help in keeping up the efficiency levels in spite of the high rate of employee attrition. For example, the Front Office may have Web Check In–Check out procedures which will enhance a quicker service to the guest.

Food & Beverage Services can create awareness to the guest by flashing promos on Guest mobile phone on the current offers and events happening in the Hotel.

Ordering on Tablets, which would do away with the traditional pen and pad with order takers, that we have had over the years.

Digitalisation also helps in preserving the Guest Data which could be referred to at a later date when various reports are generated.”

J u l i e co n c u rs w i t h t h e v i ew t h at

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digitalisation would help in dealing with the attrition problem. She adds, “Brands in the hospitality space are now implementing newer ways to help guests stay connected with the hotel to ensure seamless and exceptional customer service. Take for instance the Four Seasons Chat app launched in 2017. With chat apps trending and conversational commerce on the rise, the launch of the app allows guests to connect with real people on the property in real time, for any need, creating more

Vinaayak Kamble

opportunities to personalise the travel experience. The guest experience we offer is our top-most priority and having guests connect with our associates in real-time – whether on property or digitally – surely helps us upkeep the levels of efficiency with which we operate.”

Abira cites the way digitalisation would help. She says it would aid in the following ways: • W i t h i m p ro v e d a n d a d v a n c e d digitalisation, employee’s work productivity w i l l i n c re as e w i t h m i n i m u m m a n u a l interventions • The above will result in better work life balance • Minimisation of human error • Improved work systems & process However Vinaayak and Sanjeev have a different view. Vinnayak states, “Digitalisation will help the hotel up to a certain level where there’s no human interaction required. But in areas where intangible services are a must, it becomes necessary for an employee to provide those services by which the guest is able to interact, comprehend and express his desire to be acknowledged for his requirements. Digitalisation will help in making the process faster and effective.

It will reduce manpower in few areas of the hotel. In the process of digitalisation human interaction and intangible services will be reduced and the guest will be routed to be self-reliant where automation and digitalisation will provide the necessary services for the guest to be comfortable and relaxed.”

Sanjeev asserts, “In a 5-star scenario face-to-face contact is very important and digitalisation will not be able to replace most of the tasks in the coming years. We will have to depend on human interaction if we want to delight our guests at least in the medium term.”

Summing up

Glen Dsouza

High rate of attrition could be attributed to the fact that hotel industry jobs are one of the few occupations where the employees are constantly being monitored not only by their line managers but also by the guests, owners and operator headquarters. It is believed that salaries offered by competitors are not the only reason for the employees to quit their jobs. Millenials seek personal recognition, professional development and cross team collaboration. These could lead to longer stay of the employees. n

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Hotel Business Review

Offbeat Locales Hold Immense Tourism Potential

By Jhuma Biswas

I

ndia is a land of immense tourism potential, which is manifested through its myriad natural splendours, immensely popular and lesser known historical legacies, fascinating wildlife and adventure tourism options. However, it is true that a great deal of India’s tourism appeal is still relatively unexplored by the tourists at large.

D e s p i t e a b u n d a n c e of aw e s o m e natural splendours, adventure options and historical legacies, according to World Tourism rankings, which are compiled by the United Nations World Tourism Organization as part of their World Tourism Barometer publication, India attracted only 15.5 million international tourist arrivals in 2017, which is quite poor as compared to 60.7 million of China and 35.4 million of Thailand.

According to World Tourism rankings, India attracted only 14.6 million international tourist arrivals in 2016, as compared to 59.3 million by China. It doesn’t deserve a mention that as far World Tourism rankings, India could feature nowhere among the top ten countries in terms of international tourist arrivals in 2017 and 2016. But India

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Feature

deserves to feature among the top ten countries in terms of international tourist arrivals.

According to the figures of the Ministry of Tourism, foreign tourist arrivals (FTAs) during the period January-November 2018 were 93,67,424 as compared to 88,67,963 in January-November 2017; registering a growth of 5.6 percent over the same period. Less than a crore foreign tourist arrivals in the first 11 months of 2018 for a country like India? It is a discouraging figure.

According to the Ministry of Tourism, there were 10035803 foreign tourist arrivals to India during 2017 and only 8804411 foreign tourist arrivals to India during 2016. Figures speak of huge unexplored potential.

The domestic tourism of India doesn’t fare much better. According to the Ministry of Tourism, during 2017, the number of domestic tourist visits to the states/UTs was 1652.5 million as compared to 1615.4 million in 2016, showing growth of 2.3 percent in 2017 over 2016.

One of the many reasons behind India not being able to fully or better tap its awesome tourism potential is the fact that many of its wonderful destinations are not being explored properly by our tourism and hospitality industry. Many of the wonderful and enchanting tourist destinations of India with great natural beauty and/or historical appeal are still unknown among many domestic and inbound tourists of the country.

India has an impressive array of tourist locales which deserve more recognition than they are getting. One can enjoy azure blue sea with exploration of spirituality at the coastal town of Ganapatipule in Maharashtra, located just 375 km south from Mumbai; one can visit monasteries and marvel at the serene natural beauty in the hilly town of Tawang in Arunachal Pradesh; one can enjoy the thrill-inspiring adventure sports at Spiti, in Himachal Pradesh; one can savour an ethereal sunrise at Ponmudi in Kerala, and also visit Peppara Wildlife Sanctuary, Echo Point and trek through the destination’s various trekking spots; one can seep in the wild beauty of Sunderbans in West Bengal… introspect on the neo-Vaishnavite cultural legacy, get acquainted with the fascinating biodiversity and get impressed by the vast beauty of Brahmaputra in Majuli — the largest

Hotel Business Review

fresh water mid-river deltaic island in the world … in fact there are huge numbers of offbeat and relatively less crowded tourist options in India, waiting to be explored by our hospitality industry in a more vigorous manner.

Promotion, Marketing and Infrastructure These and many other lesser known but fascinating tourist destinations should b e c re at i ve l y m a r kete d to g e n e rate awareness among tourists about them, and these marketing endeavours should be supplemented with more high-end hotels and resorts with state-of-the-art banqueting and MICE facilities, better roads and transportation facilities, and sprucing of other facets of hospitality infrastructure in these offbeat locales of India.

For example, the three-day-long rass festival in Majuli, in which almost all the people in the river island take part, should be more vigorously promoted by the Assam government to the domestic tourists outside Assam and also to the inbound tourists.

In this regard, the work of Majuli Sustainable Tourism Development Project, an initiative of Root Bridge Foundation supported by Assam Tourism Development Corporation, to promote cycle tourism in Majuli, is a praiseworthy endeavour.

Conducting of student expeditions to this paradise of biodiversity, specially designed island tours for women with women storytellers, conducting of family trips to Majuli are other praiseworthy initiatives for which Assam Tourism Development Corporation must get credit. But more initiatives are needed to give Majuli its global fame, which it deserves.

For example, the introduction of a helicopter service from Jorhat to Majuli, with aerial view of the mighty Brahamputra can greatly enhance Majuli’s demand among many well-heeled NRIs and other inbound tourists.

Similarly, enhancing the rail and air network in north-east region of India would facilitate to open a wonderful land full of beautiful nature, rich culture and exciting adventures to many many more domestic and inbound tourists who are looking for uncommon experiences through their travels. At present, the railway network in

the north-east, except that of in Assam, is extremely poor.

Thankfully, according to the vision document of the Indian Railways, all the state capitals of the north-east India would be connected by broad-gauge rail link by 2020.

Succinctly, the offbeat tourist locales of India should not only be promoted among our domestic and inbound tourists but also among our potentially outbound tourists.

If the travels of many of our habitual or potential outbound leisure travellers can be directed towards domestic destinations, they can significantly increase the revenues of our tourism and hospitality industry.

As the outbound leisure travellers from India are likely to have more than decent disposable incomes, they are likely to spend healthy amounts on India’s tourism and hospitality industry, if their travel options are directed towards less explored domestic destinations more frequently than before.

The Case of Mandarmani Of course, as discussed before endeavours to promote offbeat locales of India should b e s u p p l e m e nte d by i nves t m e nts i n infrastructure, in which both the government and the industry need to play more proactive roles. Especially, those offbeat locations which are on their way towards gaining prominence can be the right addresses for investments from hospitality players.

One such offbeat destination in India is Mandarmani, which is gaining prominence in West Bengal’s tourism map. Located 180 km from Kolkata airport, this seaside village lies in East Midnapore district of West Bengal. It is located at the northern end of the Bay of Bengal. The village by the sea doesn’t have rail service or airport, and one needs to travel by the road to reach Mandarmani. The nearest airport is in Kolkata, and Contai has the nearest railway station to Mandarmani.

Those tourists who are looking for a busy itinerary; eager to hop from one tourist spot to the next at frantic space, are likely to get disappointed with Mandarmani. But those who are looking to have a wonderful retreat far from the madding crowd; those who are in passionate love with nature; those who travel not merely to see places but to get memorable experiences to cherish would surely love Mandarmoni.

It is widely believed that Mandarmani

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Hotel Business Review

beach is the longest motorable beach in India. A ride on the beach can give great enjoyment to the tourists. The red crabs crawling on the 13 km long beach would heighten the enjoyment of the beach with its grey-blue waters crushing on the shore one after another… Watching the crimson sunset amidst the roaring waves at Mandarmani can give an ethereal feel. The fact that the beach is still sparsely crowded as compared to Digha and Puri beaches nearby helps one to feel the vastness of nature more strongly. Solitude here is also complemented with fun. Water sports at Mandarmani can also be enjoyed, which include jet skiing, parasailing, banana boat rides among others.

The place has already gained popularity among weekend tourists in West Bengal, but it deserves national and even international popularity. In the national tourism map, it is still an obscure destination. It is just the right time for big hospitality players to establish their presence in Mandarmani and promote the quaint destination among domestic and inbound tourists. Already many have entered

this quaint seaside village, where silence is often only punctuated by the roar of the sea.

Hotels and resorts with good MICE facilities in Mandarmani can also be a sound business decision, as Mandramani can be an ideal destination for corporates’ brainstorming session. After the exhaustive business parleys, they can always relax by the sea, and resolve their differences if any in cool green coconut water. The

orgainsing of excursion to the fishing village in Mandarmani and getting acquainted with the fishermen families’ day-to-day life can give rural tourism a fillip in the area. Hotels and resorts in Mandarmani can take initiative in this regard. The place with innate romanticism can also be more vigorously and creatively promoted by the India’s hospitality industry as an ideal locale for high profile destination weddings.

West Bengal Tourism can also promote Mandarmani among the Bollywood fraternity at large, which seems to be perpetually on the hunt for scenic locales, but seldom shows the imagination or the research to go beyond the obvious locales in Europe and India.

Digha, a comparatively more well-known tourist destination of West Bengal, also located beside the Bay of Bengal, is just 30 km from Mandarmani. So tourists to Mandarmani can easily club Digha within their itinerary. The Old Digha and the New Digha beaches are also worth exploring.

The Science Centre, Talsari Beach, Marine Aquarium, Snake Park, Amrabati Park are some of the other tourist attractions of Digha.

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Hotel Business Review

Scent of a Hotel Part Two

By L. Aruna Dhir

T

The author is a Hospitality & Feature Writer and Columnist for some of the world’s highest ranked Hospitality publications. Her industry writings are used as references in case studies and hotel schools. She is a recognised and national-poll winning Corporate Communications specialist, PR Strategist and Writer.

A seasoned hotelier, she loves to present hospitality industry watch, insights, case studies and analysis t o h e r e v e r- i n c r e a s i n g b a s e o f global readership. She has over two decades of experience in Hospitality Communications and Brand Management and has worked with some of the best global hotel companies - The Imperial New Delhi, The Oberoi, New Delhi, Hyatt Regency Delhi. Aruna was appointed to the Board of Association of Emerging Leaders Dialogues (AELD), as the second Indian representative and the only woman leader from India.

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he trend of adopting a signature scent is not as new as we may think.

Perhaps because hotels have to be enticing enough to have guests really wish to visit them and choose them over another, there must be facets that are distinguishing.

Also, hotels are really an experience-based industry; hence they must be able to ensnare all the five senses of the guest, smell being no less important.

Tycoon Steve Wynn set the tradition, as early as 1990, for casinos by using the vents at The Mirage to release a scent. Today, the Wynn Las Vegas boasts its very own olfactory logo in Asian Rain.

Hotel literature has it that, The Westin was the first major hotel brand to globally announce a signature scent for its hotels back in 2005.

Fragrance Experts Are the Secret It is not uncommon to see hotels contract well-known fragrance experts, perfume i nve nte rs a n d p e rf u m e rs to d eve l o p bespoke house fragrances. La Mamounia in Marrakech and Hotel Costes in Paris have employed celebrity noses to do a bit of sniffing for them. “Here at La Mamounia

the unique fragrance has been developed

by Olivia Giacobetti. It is an intriguing mix of dates, rose and cedar that rises up to define the essence of the legendary hotel almost seraphically, “offers Pierre Jochem, the General Manager.

Le Meridian appointed Le Labo, a New York based boutique perfumer to develop an exclusive woody, leathery note for their hotels. Le Labo was also commissioned by the legendary hotelier, Ian Schrager, to develop a unique scent for New York located Gramercy Park Hotel.

Rare Scents and Quality Ecological Products The more chic and tony the hotel, the more exclusive is the smell it will choose to adopt as its own. While Vanilla, citrus, fig and green tea notes are usually preferred, the more different and hard to find or place your scent, the more it becomes sought after and remembered.

“At J Brand, smell, the most evocative of the senses, is a vital part of the experience.

We are commissioning one of Asia’s most famous and insightful “nez” to develop a customised scent crafted from 100%

Creating a unique fragrance - Picture courtesy Daily Vanity

Focus

Hotel Business Review

essential oils. With an exceptional range of purely natural products and highly developed room scenting technology, we are creating the optimal scent experience for our spaces.

All of the essential oils will be generated using environmentally friendly plants and therefore meet the growing need of people for purity. The high quality ecological products also represent the highest levels of sustainability,” Timur Senturk, the erstwhile Managing Director, J Hotel Shanghai Tower had revealed to me when he was with J, underlining his Company’s ‘responsible hoteliering’ philosophy.

The olfactory onslaught, delivered through the hotel’s heating and cooling systems, pretty aroma lamps, tactfully placed atomizers or ingeniously built in lighting diffusers, is indeed a special touch that has a decisively lingering presence on the guest’s mind in the most subliminal way.

Simon Harrop, the CEO of UK based Brand Sense Agency, champions the relevance of signature scents in hotels. He gives a time-tested example from the sister travel business when he shares, “Singapore Airlines has a branded scent used in all of its planes, a light sweet scent like pure

St. Regis Room Fragrance Picture courtesy St. Regis Hotels

steam from fresh rice.” He tells us that scent branding has been used in the travel industry since the mid-1970s. “If you’re booking a flight with SQ, you’ll find it that much harder to go with the competition because the Singapore scent builds the brand in the limbic system,” emphasises Harrop.

Signature Scents for Sale Some hotels are milking this already purposeful branding opportunity for larger

gain and effect. Like The Plaza, there are others that are bottling up their signature scents and letting the guests buy the vials, sprayers or candles for later use.

H ote l Ve r m o nt i n B u r l i n g to n , Vt . enamours its guests with a heady mix of cedar wood and lavender in its lobby along with a signature linen mist – both of which have been developed in consultation with established aroma therapist Leyla Bringas of Lunaroma. As a first, Hotel Vermont also presents a unique aromatherapy menu for its guests to choose from, but more on that later.

Patrick Hen, in his Study “Emotional Brand management using Scent: the Effect of Scent on the Perception and Rating of Brands”, noted that “a scent which is suitable for the product is seen as fostering trust.”

Remember while the physical experience will become a part of your memory, the smell will get into your subconscious and surface at all those unexpected moments taking you into an effervescent trip of time travel. Scent plays a major part in not only being an instant mood up-lifter but also being a great paired associate and memory mnemonic. n

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Mar-Apr ’19

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Profile

Hotel Business Review

Where Hospitality Says Stay Well

By Jhuma Biswas

T

he unassuming demeanour of Rohit Vig doesn’t belie his senior position in the StayWell Group. He carries the highly responsible position of Regional Managing Director (India) & Director Development, StayWell Hospitality Management Pvt. Ltd. quite lightly on his shoulders, but while conversing with him one could easily realise that his knowledge about the nuances of the business of hospitality far outmatches his young age.

Here it deserves a mention that Australiabased StayWell Hospitality Holdings is one of Asia-Pacific’s largest hotel management groups with six hotels in India within its operational ambit. Globally, StayWell Holdings and its parent company Prince Hotels Inc., offers a diverse portfolio of properties across a combined network of 75 open and operating hotels.

“StayWell itself has an existing network of 23 open and operating hospitality properties, with presence in Australia, Middle-East, India, China, Indonesia, Singapore and the UK,” informed Rohit, who is responsible for leading StayWell Hospitality’s operations and vision in India.

and StayWell’s nine brand offerings, StayWell is having the presence of two brands in India, which are Park Regis and Leisure Inn. “Park Regis is an upscale hospitality brand, with properties in India within this branding falling under either five-star or four-star categories, whereas the brand presence of Leisure Inn in India is spread across three-star properties,” disclosed Rohit.

The six operational hospitality properties in India carrying the branding of the group are Leisure Inn VKL Kochi, Leisure Inn West Gurgaon, Park Regis Aveda Kumarakom, Leisure Inn Grand Chanakya in Jaipur, Park Regis Jaipur, and Park Regis Goa. Leisure Inn VKL Kochi is located in

StayWell Options In India, there are three managed and three franchised properties under the ambit of StayWell Hospitality Holdings. The group ventured into India in 2012.

Presently, out of Prince Hotels & Resorts’s

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Rohit Vig

the heart of the city. The hotel operates 54 rooms and suites and offers great conference and banqueting space. It also includes a spa and a fitness centre.

Park Regis Aveda Kumarakom is the ideal accommodation choice, located on the Vembanad lake; the famous backwaters of Kerala. Resort rooms are surrounding the super-sized 150-meter infinity pool, which is perfect for a day’s relaxation. “Park Regis Aveda Kumarakom has the biggest swimming pool among hospitality properties in Kerala,” added Rohit smilingly as I was busy jotting down the points during the interaction. He also informed that the said property was also enhancing its banquet space from its present 4000 sq.ft. to 10,000 sq.ft.

Leisure Inn West Gurgaon is located in close proximity to the Sector 14 Market in Gurgaon and is easily accessible to the Special Economic Zone in Udyog Vihar and the Cyber City corporate hub. The hotel offers an extensive range of facilities for guests including meeting and banqueting facilities, fine dining options with an all day dining restaurant, an open air bar and grill

Profile plus a lobby bar and lounge.

Le i s u re I n n G ra n d C h a n a kya i s a contemporary 52-room hotel located in the heart of Jaipur, on M.I. Road. It offers the ideal base to explore the famous Pink City of India.

Location of the hotel provides easy access to some of the city’s most popular tourist attractions including Hawa Mahal, City Palace, Amer Fort, and local markets such as Bapu Bazaar and Johari Bazaar.

Close in proximity to major corporate hubs and convention centers it is centrally positioned for business travellers as well as leisure guests.

With 72 elegantly appointed guest rooms, shopping arcade and landscaped gardens, Park Regis Jaipur comes across as a wonderful hospitality destination in Jaipur.

Located at Amer Road, Park Regis Jaipur offers tourists a wonderful base to explore the historical monuments, the famous Johari Bazaar and other local markets of the Pink City. “Park Regis Jaipur has a 5000 sq.ft. banquet hall and our lawns can cater up to 500 guests,” informed Rohit.

Park Regis Goa, the other operational property under the ambit of the StayWell Hospitality in India, is a resort-style hotel offering 109 luxuriously appointed rooms and suites, which can impress discerning travellers. Located in a prime location, within close proximity to Goa’s iconic attractions like Baga, Calangute and Anjuna beach, a short walk from the hotel leads to the famous Ingos Saturday Nite Bazarr, known to the locals as Saturday Night Markets. It is the largest shopping and entertainment area in the city. “Park Regis Goa has 20,000 sq.ft. banquet hall, which is the largest in north Goa,” Rohit asserted.

Promising Future According to Rohit, the StayWell group has

Hotel Business Review

bright possibility of growth and development in India. “We are coming with seven more properties, which include hotels and service apartments. They would be operational within the next 18-36 months,” he elaborated.

Leisure Inn Greater Noida, Leisure Inn Raipur, Leisure Inn VSR Apartments Sector 14, Gurgaon, Leisure Inn VSR Apartments Sector 68, Gurgaon, Park Regis Sanpara Beach, Visakhapatnam and Park Regis Everland, Ahmedabad are some of the properties which would be operational under the StayWell brand, with the next 18-36 months.

“We have envisaged to introduce two more of our brands, The Prince Akatoki, which is a five-star luxury brand, and Policy, which is a lifestyle brand, in India’s hospitality industry, in the near future,” he explained. “We are planning to have a The Prince Akatoki property in Mumbai or Delhi, within the next two-three years, and a Policy property in either Mumbai or Delhi or Goa or Bengaluru within the next two-three years,”

Rohit elaborated further.

Rohit is not only optimistic about StayWell Hospitality’s future in India, but also of India’s hospitality industry in general. According to Rohit, the sluggish period in the industry is now past and now India’s hospitality industry is poised for impressive growth and development during the next five years.

Rohit attributes this growth to “Significant increase in disposable incomes among various pockets of middle class and upper middle class India during the last decade or so, the huge growth in online bookings, the introduction of EMI facility on room rates, growing awareness among our domestic travellers due to the influence of increased exposure to overseas travel and Internet, etc.”

“Since mid 2018, there has been increase in average room rates and occupancy levels across the industry, on an average,” pointed out the hotelier, while adding that “StayWell Hospitality has outperformed over its expectations during the last fiscal, both in terms of revenue and profitability.”

Though he conceded that GST posed initial challenges for hotel industry’s operations in India, but he believes that in the long-run it would prove to be beneficial for the industry as a whole.

Among the important growth areas for India’s hospitality industry, he thinks that after rooms and F&B, of course, destination weddings and MICE are the sectors which hold tremendous growth potential. And among the segments of India’s hotel industry, Rohit opines that the leisure luxury hospitality properties have the maximum potential as there are very few of them in India as compared to their growing demand in India’s tourism and hospitality industry. n

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F&B

Hotel Business Review

Elegant Dinnerware Tableware plays an important role in a dining experience. For an F&B outlet to succeed it is important to set the mood for an exhilarating dining experience, which can be ensured by an attractive and presentable table setting. For a hotel or restaurant, the right selection of tableware and dinnerware are as important as the food and ambience of the establishment. For the hotel or restaurant the right election and display of tableware is as important as the fare that is served. But purchasing restaurant cutlery and crockery can be a daunting task as one has to envision the table setting in the total environmental décor of the outlet. Trying to figure out everything – from how much tableware to buy to what style will serve best in the establishment can seem to be an insurmountable job. Ashok Malkani tries to make the task of the restaurateur a little less problematic by highlighting the range of tableware available and the pros and cons of different types of cutlery and crockery.

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uite often, in online media review, one reads, “The food was good but the ambience was way below par.” With so many eating out options available, the F&B outlets have to pay heed not only to the menu but also the décor and overall ambience which plays an important role in the success of the outlet. Setting can make a huge difference to the dining experience. The guests not only want tasty food cooked in a hygienic manner but are equally choosy about a place where the table is set up in an efficient manner. Clean napkins, impressive looking cutlery and tableware are important aspects towards a guest’s satisfied experience.

Setting a nice table is often overlooked but its importance should not be minimised.

Having a nice table setting affects the guests’ enjoyment of the meal which can even affect how well the food is digested. After putting in the effort involved in thoughtful menu planning and healthy cooking, don’t tarnish the meal by having a disorganised presentation.

Customers like tables that are set correctly and neatly and therefore it is necessary for restaurateurs to ensure this in order to increase their business. Many factors play a role in ensuring a great customer experience. While we always focus on the food and the service, we often forget about the table setting.

F&B Table Setting According to experts the essentials for table setting are: Table Mats, Napkins, Plates, Cutlery, Glasses and Centerpiece. Before placing down any table mats, make sure they are all clean and wiped down. They should be positioned straight and parallel to the edge of the table.

Folded napkins are normally placed on the right side of table mat. They are folded in a triangular shape. If it is a small napkin one can fold it in half to get the required shape.

If it is a large one, then you can fold it in half and then again fold it.

Plates should be placed in the middle of the table mat and the cutlery set around it Thumb rule for flatware placement is as follows: • Place items 1” from the table edge • Place forks, tines up, to the left of the plate • Knives (sharp edges towards plate), spoons (bowls up) to the right of the plate Centrepieces are a great way to add a little extra care and attention to your table. They are usually placed at the centre of the table.

A small vase of flowers is a popular choice

Hotel Business Review

for centrepieces.

Choosing Cutlery It is necessary to choose the right cutlery.

For a novice, flowing suggestions would help: Knives: There are different knives for specific tasks. Dull blades are used for cutting soft or cooked foods. Pointed knives help in cutting or paring fruits. Knife with a broad flat blade is suitable for eating fish while knife with blunt ends is used to spread butter, cheese spreads, etc.

Spoons: There are various types of spoons.

Teaspoon, tablespoon, dessert spoon and soup spoon are some of them.

Forks: There are two tined (used to cut meat) and four tined (for other uses) forks.

You have dinner fork (measuring about 7 inches is meant for main course meals), salad fork (six inches long, its outer tines are notched, wider and longer than inner tines).

Beside this there are dessert forks, fish forks and seafood forks.

Navin Ladha, CEO and Founder of RanceLab believe that, for a first timer, choosing the right cutlery could be problematic. Some tips that could ease the dilemma of a new

restaurateur are: Avoid Limited Edition Cutlery: Though it may look tempting, it advisable to stay away from it because a limited edition could be just that, Limited. When the knives become blunt and the spoons look scratched and you go to the store to get replacements you may find the true meaning of the Limited status!

This will result in you having to replace your entire cutlery.

Necessary items: Apart from the standard fork, knife and spoon set, decide what else is necessary based on what you serve.

For example, if you serve sea food, do buy seafood forks.

Maintenance: Buy cutlery that is durable.

Don’t be stingy when you are selecting cutlery because cheap quality cutlery will have to be replaced time and again. Stainless steel is the preferred choice because it is stain and scratch resistant and easy to clean in a dishwasher.

Restaurant theme: You have to find cutlery that matches the ethos of your place. Does your restaurant have a vintage appeal or is it contemporary? The cutlery must also be in sync with the dinnerware and furniture.

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F&B

Hotel Business Review

Don’t go overboard with something that is too ornate. It will be difficult to clean.

Easy and comfortable: One has to choose whether the cutlery is heavy or light. Fine dining restaurants sometimes have European style heavy cutlery which is durable. The light cutlery is cheaper but not durable. Heavy duty cutlery, which is lighter than European style but heavier than the light ones, is the ideal choice as it is hard, durable and not very heavy on the pocket.

Comfortable to handle: Even though cutlery is shaped similarly throughout, some forks and spoons have slender necks than others. Before ordering in bulk, try it yourself and buy the ones that you feel is comfortable to handle.

Many restaurateurs feel that it is not necessary to go beyond using standard knife, spoon and fork cutlery. However, you’ll be surprised to know how wrong cutlery can turn out to be a disaster for your business.

Depending on what food you serve, there are several types of cutlery available in the market.

A well set table reflects the professionalism of the restaurant. If a customer appreciates your efforts of creating a clean and tidy dining area he is sure to become a returning customer.

Crockery But setting your table does not involve only cutlery. It also involves crockery.

Your choice of tableware – rustic or sophisticated, eclectic or minimalist – can communicate your restaurant’s brand in seconds.

C ro c ke ry i s a n i m p o rta nt p a rt of embellishing the dining table. A mismatch of plates is sure to cause embarrassment to the restaurateur. Proper cutlery helps you create an awesome dining experience and can add five stars to your food items.

With the wide range of patterns, shapes and sizes available in the market, choosing the right crockery can be a daunting task.

Care has to be taken to ensure that the crockery reflects the style and atmosphere that you, as a restaurateur, want to create in the place. But besides this there are also a few other things that one has to take into consideration.

The durability of the crockery is one of them. While cheaper range of crockery may seem like a good value for money at the time of purchasing one has to realise that if it chips easily or is susceptible to scratch marks it will turn out to be an expensive proposition in the long run.

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Size and versatility are other considerations that need a serious thought. The size would depend on the size of portions that you intend to serve in the place. It should also be versatile because the same crockery would be used for serving several dishes – from pizza to desserts.

Design is another aspect that one has to take into consideration. With constant emergence of new patterns and trends, choosing the best pattern of crockery for your restaurant should not be a hastily made decision. An important thing to consider is that it must reflect the restaurant’s theme and complement its overall design. For example, if your restaurant is a Mexican or Italian then it would be advisable to have plates with bold colours and designs.

The right dinnerware A number of factors go into the choice of restaurant dinnerware, including the ambiance you wish to project, your budget, and the intended use.

When your restaurant is still in the planning stages, it’s important that you consider what it is that you want to portray in your restaurant. Is it a fine dining or casual establishment? Are you aiming to project the establishment as refined and sophisticated or fun and trendy? Is the atmosphere you’re seeking posh and sophisticated or warm and colourful? For a fine dining atmosphere, opt for porcelain or china plates, while for casual atmospheres, choose melamine or plastic dishes.

For every type of restaurant you have to take into consideration the material of the dinnerware which would be suitable for your restaurant. Major dinnerware materials are Bone China, Porcelain and Melamine. Bone China, which is suitable for everyday needs is weightless, stylish and microwave-safe.

Porcelain is non-permeable and durable. It is dishwasher and oven-safe. Melamine crockery will not break if dropped. It is more durable than other traditional dinnerware.

Several big brands have also started customisation with the name of the restaurant on the crockery and cutlery. Sunil Agrawal, Director of Vinod Cookware is of the opinion that crockery market has evolved over the last decade and is exploding with innovation.

The market is huge and niche and regional marketing is the mantra for the success of tableware manufacturers. Tableware’s role, which was functional till some time ago, has currently reached the haute cuisine stage.

Tableware – both cutlery and crockery

– incites different types of feelings in the foodies. One has to be careful when dealing with tradition. There are equal number of takers for and against white plates. Fans of white crockery say that food looks and even tastes better on these large, plain dishes. Apparently, against the blank canvas of the plate, the food’s colour and texture pop making it look more appetizing. And if food looks good, it’s more likely to taste good.

With so many options for crockery one may feel confused. Here are some tips from experts which may ease this burden.

As far as colour is concerned, white should be the preferred choice. There are very few foods and props that don’t work with white.

Most of the restaurants use white porcelain but there is a tendency now to use dishes of different colours and shapes and materials.

This is mainly because, as the saying goes, “The first bite is with the eye.” It must be realised that just as lighting can be used to create an ambience, the tableware can be used to set the mood.

For the design the suggestion is to have plain plates, without any ridges. When a plate has a lip, the food needs to be plated so that it fits within the ridge.

It is a known fact that the moment the customers sit down for food they evaluate every single detail including the shape of your tiniest coasters. Every colour, design, size and shape of the dinnerware is judged. So you must choose the ones that will complement the overall aesthetics of the restaurant.

Recently there has been a trend of serving in various objects like slides, frying pans, etc. But this is something that has not been approved by the diners. The twitter account @WeWantPlates has gained over 136,000 followers in its ‘global crusade’ against the practice. A study of diners in the UK by YouGuv Omnibus has revealed that they overwhelmingly prefer to be served food off a plate

Conclusion Tableware plays a crucial role in dining experience so while selecting your dinnerware you have to keep in mind the restaurant’s concept. You have to keep in mind that the customer’s first impression – which encompasses the entire environs of the restaurant – is the lasting impression. If it is good then it not only makes him a loyal customer but also one to spread the good word. On the other hand a poor first impression will create a bad image of the restaurant. n

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Design

Hotel Business Review

Good Design for Hospitality

By Himank Goswami

R

ecently I went out for dinner to a luxury hotel and was offered a table next to the window overlooking a beautiful garden. The ambience was enchanting with a candle lit table and soft background music.

But soon the evening started turning unpleasant when we realised that our table was right behind an extremely busy service station. We could hear the waiters mumble, sounds of the cutlery and worst of all, the irritating noise of the cheque printer every now & then.

The restaurant failed to deliver (at least to us) what it was designed for despite being a high specification space.

We often come across plentiful of such instances where practicality and usability are compromised over design.

So what is a good design? A good design is essentially a combination of how it looks, what it does, what value it adds to a space, is ergonomic and user-friendly.

It is important to know and realise that a design, especially a design in the hospitality

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industry, first needs to work well and then look good!

In addition to the aesthetic appeal, a good design needs to fulfill the purpose it was designed for, every single time, flawlessly. A good design is the culmination of innovation, functionality, durability, detail and elegance. A well-crafted space or product can easily have a positive effect on its user and her/his well-being. Below are some characteristics of a good design in the context of the hospitality industry.

• Fu n c t i o n a l a n d E r g o n o m i c — Th e foremost expectation from a good design in hospitality is that it must perform & perform well. It must work before it looks good. Make a low back but great looking bar stool and the guests will curse you.

A b a c k l i t m i r ro r ove r a va n i ty i s an example of aesthetics infused with functionality. The backlighting enhances the visual appeal of the mirror but at the same time lights up the face for a better reflection in the mirror. Whilst a sunken marble bathtub only looks good but disappoints

upon usage.

• Form Follows Function — Architects have been debating this issue for long.

Function follows form may be true for certain building types like a museum but for hotels form follows function holds good.

The design must follow an ‘inside to outside’ approach. A hotel has a very important goal to accomplish; to provide comfort & experience to its guests and ensure their well-being. This can only be achieved by meticulously linking different functions in the most efficient fashion.

• Height and Light —The two most important factors in any space are height and light. High but proportionate ceiling infused with plentiful of natural light can transform any space. This is true for a lobby, a restaurant, a guest room and even staff cafeteria, lockers & offices. Natural light has immense health benefits in addition to increasing the occupant’s productivity and comfort. It does also save the energy costs, thereby facilitating the hospitality property’s profitability.

Design • Innovation — For example, incorporating a bar counter in a hotel lobby is innovative design. It can not only transform an otherwise mundane lobby into a vibrant and buzzing space but can also generate additional revenues. Innovative design could be a key differentiator between an average and an extraordinary product.

Last year, I stayed at a luxury safari lodge in western India. The lodge operates for just seven months in a calendar year.

To keep the infrastructure and maintenance cost under check the entire lodge is literally packed and transported 200 km away every year, leaving only the concrete plinths behind for those five months when the lodge is not operational.

The guest rooms are made out of tents and the entire BOH is planned in shipping containers. Despite this seemingly temporary infrastructure, spending a night at the lodge shall set you back by USD 900 and shall provide once in a lifetime experience.

That is an example of innovative and unorthodox thinking…

• Durability — A maintenance unfriendly

Hotel Business Review

and short life span design can hurt the investor’s finances and can affect the bottom line of a hotel. A good design has yet another important objective to achieve; sustainability. For example, a timber wainscot without corner guards in a corridor is asking for trouble. The aim should be to incorporate designs and materials which look spanking new even after years of rough use. Succinctly speaking, a good design ages well!

• Detail-oriented — A carefully crafted space or product down to the last detail stands out and takes itself a notch above the competition. For instance, that very special and attention grabbing piece of furniture in a guestroom has the potential to make the entire room feel premium.

• Less is More — The best designs in the world are also simple. Take the examples of the home pages of Google and Yahoo where the former is simple & user-friendly and the latter is cluttered and confusing. To me, a loud and ‘in the face’ design is nothing but visual pollution.

• Profitablity — A good design stands out from the competition, can increase the

brand value of the product and facilitates it to sell well. A well-crafted bar cabinet displaying liquor in a suite instead of hiding it behind a shuttered mini bar has the potential to attract more guests, thereby contributing towards increasing the hotel’s bottom line.

• Contextualism —The architecture of a hotel should gel well with its surroundings, respect what already exists and not be pretentious. A design which is appreciated in New York may not make sense in Nairobi and vice versa.

To sum up, the secret of a good hospitality design is to think from the perspective of a guest and an investor. A design which is not appreciated by a guest and doesn’t create value for an investor, cannot be termed as a good design in the realm of hospitality business, no matter how great it looks.

A good design should serve the purpose well for which it was created, should look beautiful and ensure the well-being of its users.

Good Design is Good Business Thomas Watson Jr.

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Property

Hotel Business Review

Niraamaya Retreats Backwaters & Beyond, Kumarakom

By Sharmila Chand

N

iraamaya Retreats welcomes its patrons in yet another stunning property in the picturesque location.

Nestled on the banks of the historic Lake Vembanad, in Kottayam district of Kerala, Niraamaya Retreats Backwaters & Beyond offers rare experiences and glimpses of an authentic insight into the local life.

I was fortunate to be part of the launch celebrations recently and got the feel of the property and its services. I realised the team

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promises to keep the Niraamaya tradition stronger by offering services that go beyond exemplary hospitality.

Sprawling in 8 acres of lush tropical g a rd e n s , t h e p ro p e r t y h o u s e s 2 7 luxurious villas designed to maximise the glorious views that Lake Vembanad offers. Architecturally, the style is strongly

redolent of classical Kerala architecture, incorporating traditional elements such as the sloped roofs, Mogappus, Charupadi, etc.

The material palette, again, is evocative of traditional architecture, with clay tile roofs, the use of stone, laterite and local timber.

The interiors reflect an old world charm of colonial era to a great extent. Do not miss the handpicked selection of furniture i.e. an assemblage of slender and graceful pieces.

The synergy of vibrant and muted palette in furnishings, enhance the decor in every corner, rendering spaces as serene, tasteful and meditative.

You step in at the entrance of the property and you are gracefully escorted into an intimate arena facing landscaped court. From here, a grand flight of stairs leads the guest into an open reception marked by a sloped roof, which frames the guest’s first outstanding view of the lake from the property. And that sets the mood of your stay, simply put as ‘Out of the world.’

Close your eyes and seek the blessings for here you are in one with nature’s bounty.

The villas are situated amongst coconut palms facing the lake. Most of the villas come with a private plunge pool and a deck.

Property

Complete range of Cleaning Chemicals

The retreat also features a large 25m pool and a performance deck apart from two restaurants designed to become gastronomical destinations offering some of the finest regional as well as global cuisine in the Kerala Backwaters. ‘Essence’ – the specialty restaurant offers the fresh seafood in South East Asian cuisine well paired with a collection of fine wines. The all-day dining ‘Café Samsara’ is a place to go for authentic Kuttanad cuisine as well as global cuisine with fresh made-to-order breakfast.

Accommodation Grand Presidential Suite Located one level above ground with an exclusive access through a private glass elevator, this elegantly appointed, sprawling luxury suite offers stunning views of the backwaters. Opulent yet gracefully styled, the Grand Presidential Suite has been designed for ultimate indulgences.

The ambience and plush interiors strike a delicate balance between relaxed luxury and intimate vibes. The Suite features lush panelled walls, dark wood flooring and stunning art. Other indulgences include an

open-to-sky bath garden, contemporarystyle massage shower in the indoor bathroom and terrace views of the serene backwaters.

Premium Water-Front Villas These ultra-luxurious villas flaunt their exclusivity by way of uninterrupted views of the serene Lake Vembanad. Watch inspiring sunsets or listen to the soothing ripples of the backwaters from the privacy of your deck loungers. The only villas with direct access to the waterfront that also feature a private sun-deck with plunge pools, four-poster beds that are angled to face the lake, walk-in wardrobes, luxurious open-to-sky bath gardens with rain showers and indoor bathrooms with contemporarystyle massage shower.

Luxury Private Pool Villas Located on the ground level, these luxuriously styled villas open out to your very own private plunge pools and a sundrenched deck. These villas offer verdant views of the lush tropical gardens and pool views and are only a short walk from the backwaters or the swimming pool. Marked with detailing in creating plush interiors; other indulgences include, open-to-sky bath

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

Mar-Apr ’19

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SERVING THE INDUSTRY FOR OVER 2 DECADES

Property

Hotel Business Review

gardens, walk-in wardrobes and powerful body showers.

Superior Lake-View Villas Perched on a level above ground, these elegantly appointed premium villas offer stunning vistas of the backwaters from its private balconies. The only category that offers multiple views of the pool, lagoon as well as the lake, from different locations of the villa. A walk-in wardrobe, powerful body showers and open-to-sky bath gardens with rain showers completes the luxurious pampering touches.

The Niraamaya Spa and Wellness Centre A prominent feature of the property and truly my favourite space is Niraamaya’s Wellness Centre. It is one of India’s best contemporary spas as well as an Ayurveda centre offering pure Ayurvedic immersions. All set to provide holistic rejuvenation and relaxation in a serene and meditative setting, the Centre has well laid out treatment spaces around an intimate courtyard. For health enthusiasts, there is Yoga teacher and Spa Doctor for consultation. Yoga hall is very inviting and stands out at the farther end of the Wellness Centre facing the inner courtyard. “ O u r fo c u s h as a l ways b e e n to enhance guest experience at each of our properties, and Kumarakom Retreat truly signifies our commitment to the environment and Niraamaya values. We are confident that our guests will enjoy our hospitality from the moment they arrive, and have a vacation of a lifetime with all their worries a world away,” said Manu Rishi Guptha, CEO of Niraamaya Business Group.

About Niraamaya Retreats Niraamaya is a family of exclusive private retreats that offer unique experiences for a sensory journey. A Jupiter Capital venture, Niraamaya Retreats is in the business of boutique hospitality and wellness. The retreats are an embodiment of wellness and luxury, operating in India’s most sought-after destinations, designed with craftsmanship that offer the stillness and charm of a peaceful retreat and pride of experiencing contemporary hospitality, integrating a seamless blend of regional heritage and culture presenting to its guests what is uniquely ‘Niraamaya Experience’. n

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Immersive Experiences for Community Initiatives Manu Rishi Guptha, CEO, Niraamaya Retreats In a candid interview, Manu Rishi Guptha, CEO, Niraamaya Retreats, highlights the differentiating factors of the property and more…

What is the USP of your property?

The Niraamaya Retreats B a c kwate rs & B eyo n d , Kumarakom is an embodiment of wellness and luxury, operating in India’s most sought-after destination. The property is designed with craftsmanship that offers the stillness and charm of a peaceful retreat and pride of experiencing contemporary hospitality, integrating a seamless blend of regional heritage and culture facets. Our Spas combine time tested age-old traditional methods and practices, with innovative techniques to provide luxurious wellness vacations for our discerning guests. Our full board Ayurveda Wellness Destination Programs are multiday packages which combine Ayurveda therapies, Yoga and wellness diet along with guests’ stay at Niraamaya Retreats.

What are its differentiating factors from other properties in the same bracket?

d e s i g n e d to p rov i d e t h e opportunity for guest to gain some first-hand experience in conservation and community initiatives. That makes Kerala a unique tourism destination.

What are the FnB outstanding features at the property?

We believe in freshly cooked meals, instead of mundane cold buffets, hence we do not offer buffets.

Gourmet a la carte breakfast is served in courses with open-ended add-ons for variety and value. At Niraamaya you will find a fine mix of Indian, Continental, and Asian food. We endeavour to recreate regional gastronomic experiences and we use the freshest of ingredients and fragrant aromatic spices true to the area for a taste of the regional flavour.

What is your work philosophy?

What marketing strategy you have adopted to promote this property?

In the last 27 years of my working life, I have pretty much tried to only do things that I enjoy and passionate about. And I believe that if you love what you do and you are passionate about every single moment you actually don’t ever have to work in life and that boundaries between home, work, office, play and holidays they start to blur. And when boundaries blur between all the different responsibilities of life then life becomes a homogeneous contiguous process and you don’t have to worry one thing from the other.

With travellers increasingly turning towards responsible travel and participative experiences becoming more mainstream, we have launched a selection of philanthropic itineraries that highlight the company’s ethos of care of the land, care of the people, providing an enticing glimpse into our land and natural practices. These tours are

I like to play golf – during my time and I like to educate people on their personal finances. I have seen that people who have a lot of money still do not understand and truly educate themselves in ways of managing and compounding their wealth and that has been my hobby for the last 25 years.

True to the brand’s ethos of offering a unique combination of distinctive hospitality and wellness, a prominent feature is the Niraamaya Ayurveda Wellness Centre and the ultra-luxurious villas which flaunt their exclusivity by way of uninterrupted views of the serene Lake Vembanad.

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Pastry Queen India is lauded as a major platform for talented Indian Women's Pastry Chef Professionals. An opportunity to share experience & a platform for growth for female chefs who work with elegance & style to demonstrate to the world the professionalism in the International pastry making sector.

The 2019 winner will represent India at Ladies World Pastry Championship for the title ‘The Pastry Queen 2020' At SIGEP, Rimini, Italy in January 2020 Apply / Call: sanjayhammer@gmail.com +91-9811136837 Eligibility Criteria:

The primary selection is open for Indian professional Lady Pastry Chefs currently actively working in an organisation of repute above 21 years, having proficiency in Sugar Art i.e. Sugar Sculpture (Participating Chef should have a good exposure in Boiling of Sugar, Casting, Pull Sugar, Blown Sugar, Ribbons, Figurines, Flowers, Pastillage) and Chocolate Sculpture, Chocolate Pralines, contemporary Chocolate Baked Cake, Mini Pastries, the Dessert on a Plate & the Dessert in a Glass.

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Mar-Apr ’19 57 www.pastryqueenindia.com

Housekeeping

Hotel Business Review

Making Room for Hygiene Adequate training, strict supervision and ensuring safe and healthy working conditions of the cleaning staff are key to maintaining room hygiene in a hotel

By Jyotismita Sharma

T

here is not just one thing that a person considers while recommending a hotel to another. It could be the price, quality of service, cleanliness or other such factors or a combination of these factors that one would consider before mapping out a rank for a hotel in one’s mind and recommending it to others. But there is little chance that one would talk positively of a hotel that ranks low on cleanliness and hygiene standards. In fact, this criterion often emerges as a benchmark for judging the quality of stay in a property.

The challenges for meeting the high hygiene standards are, however, many.

Implementing the highest hygiene standards are easier said than done. This is because just by keeping the lobby or the restroom spic and span, one cannot meet the cleanliness standards expected of luxury properties.

Hygiene in hotels has to be a way of life.

The dangers of not implementing high hygiene standards are also many. For example, lack of hygiene in the restaurants could mean unsafe food for the valuable guests. Similarly, a slippery floor could increase chances of falls. In other words, lack of cleanliness and hygiene in any area of the hotel could mean dissatisfied guests and loss of revenue. Cleanliness on both fronts – visible & invisible – needs to be attended with utmost priority at same level.

Moreover, the hotel housekeepers in

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India face some other unique challenge, mostly surrounding perception. Many people, especially form the western countries harbour a perception that hotels in low and middle income countries may not be equipped to implement adequate levels of cleanliness and hygiene. However, this need not necessarily be true for all hotels. There could be instances where hotels in India could surpass the standards maintained in other parts of the world, while there could be other properties where the hygiene levels are quite low. Therefore, making sweeping generalisation about the hygiene levels of hotels in India often amounts to reaching at the wrong conclusions.

Room Hygiene I t h as a l re ad y b e e n m e nt i o n ed t h at

Subhajit Mitra

maintaining cleanliness should be a way of life in a hotel. And more than anywhere, a guest is more likely to spend a greater amount of time in his/her room. So maintaining the cleanliness and hygiene of the room should be a top priority for any property.

A secret video shot by a reporter in China in 2017 showed that just deputing someone to clean the room may not be enough to maintain hygiene. To the much dismay of the guests, the video showed that some of the top hotels in the country failed basic hygiene checks. In the video, the cleaning staff in these hotels were seen cleaning the cups and basins with the same brush meant to clean the toilets. In one of the hotels, the staff was seen washing a towel in the toilet and using the same towel to clean the floor.

As disturbing as these visuals were, they also pointed to the humongous challenge that the hotel management faces in terms of keeping the rooms clean. Most hotels rely on a checklist and the vigilance of the floor incharge to ensure that the rooms are cleaned as per the rules.

As Subhajit Mitra, Executive Housekeeper, Holiday Inn Mumbai International Airport, said, “At Holiday Inn Mumbai, we have regular inspections of rooms with checklist, daily deep cleaning cycle, and mystery audits to ensure process compliance.”

This checklist also helps the hotel staff to

Housekeeping

have control when the housekeeping work is outsourced. “Work is controlled according to checklists designed to ensure complete coverage of all areas and schedules are made with proper documentation to ensure compliance without any lapses,” Mitra added.

However, it goes without saying that following a checklist may not be enough if the staff are not properly trained to carry out the cleaning work in the room. And these training need to go beyond the cleaning task as it is the housekeeping staff who often come face-to-face with the guests. They should be able to understand the needs and other requirements of the guests and ensure that those are fulfilled.

“It is very important to conduct training sessions for the staff. At Holiday Inn Mumbai, training such as grooming, soft skills, and general knowledge awareness are organised for housekeeping staff, so that it helps to strike up conversation with guests,” Mitra said.

The housekeeping staff also need to ensure that the guests gets a pleasant welcome when he/she enters the room. So the hotels are now giving a lot of importance to the room decoration. While sometimes a simple towel art can make a guest smile, some may find the presence of a teddy bear or doll very useful, especially when they are accompanied by children.

However, all these efforts may go down the drain if someone finds cockroaches or rats roaming around in the room, or if someone wakes up with bruises in the skin because of bed bugs. So pest control is a very important part of the room hygiene regimen.

Mitra said that at Holiday Inn Mumbai International Airport, each guest room is scanned and properly inspected. “Regular pest inspection and treatments are conducted every month to avoid bugs in bed,” he added.

The other important things that the housekeeping staff need to ensure include keeping the washroom dry and clean. They should see that everything in the restroom

Hotel Business Review

– the flush, the shower and all other functionalities — works properly. Keeping an eye on small details like, the fruits kept for the guests are properly covered or ensuring that the crockery is spotless, can also go a long way in winning the hearts of the guests.

Supervision and Beyond W h i l e d i l i g e n ce o n t h e p a rt of t h e housekeeping staff and adequate training are very important, the job of supervisors is no less significant in ensuring proper room hygiene. While surprise inspection and regular audit could help, the hotel managers can also make use of new technologies to keep an eye on how the work is being carried out.

This is especially important to ensure that the toilet brush is not used to clean the coffee cup in the room as shown in the video mentioned above. For example, it is now possible to record the cleaning work simply by using a smartphone or the “Live” feature available on social media platforms. But such technology will have to be used without intruding the privacy of the guests. If the hotel managers want to use such technology for cleaning work in the room, they would have to get prior consent of the guests.

But one important aspect that is often ignored is the working condition of the staff involved in the actual work. If the people who carry out the cleaning work are properly

trained and are satisfied with the working conditions, the results are likely to be in favour of everyone – both the guests and hotel management.

It was reported that the cleaning staff in China who were filmed not following hygiene checks were overworked. So it is important to ensure that the cleaning staff are adequately equipped to carry out their work as expected.

Personal hygiene of the staff is another important aspect that the supervisors need not ignore. They should not allow a person suffering from any disease to enter a guests room.

A recent study found that staying in a hotel is associated with contracting drug-resistant bacteria, with younger travelers aged 2030 years at highest risk. The research was presented at this year’s European Congress of Clinical Microbiology & Infectious Diseases (ECCMID) held in Amsterdam, Netherlands from April 13 - 16.

This study of 230 people from Germany travelling to low and/or middle-income countries found that travellers who mainly stayed in a hotel or private accommodation had a four times higher risk in each case of returning home with multi-drug resistant bacteria in their gut than those who mainly stayed in other types of tourist accommodations like guest houses, hostels, or camping.

According to the authors, the study is the first to report staying in a hotel as a risk factor for colonisation with extendeds p e ct r u m b eta - l a cta m as e p ro d u c i n g Enterobacteriaceae (ESBL-PE), which are resistant to multiple antibiotics.

“Previous studies had already reported this for staying in a private accommodation, but it was unexpected that hotel might also be a risk factor,” said study co-author Lynn Meurs from the Robert Koch-Institute, Berlin, Germany.

So it is important to ensure that the cleaning staff properly removes the germs from the rooms. n

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Spa

Hotel Business Review

A Wellness Sojourn!

Adya - Crowne Plaza New Delhi Rohini

By Sharmila Chand

S

panning around18,000 sq.ft. of space, the exclusive Adya Spa at Crowne Plaza New Delhi Rohini has everything one needs for the perfect spa break. The most comprehensive facilities encompass impressive treatment rooms, an outdoor swimming pool, fitness centre and beauty salon. Thus the guests are in for a promising rejuvenating experience and can unwind in luxury.

‘Adya’ means primordial peace, a state of physical and spiritual well-being rejuvenating the body, soul and mind. True to its name, the spa experience revives and restores the body’s equilibrium providing a holistic experience. The soothing ambience, aroma of selective beauty therapies, rituals and cosmetics from Comfort Zone help restore the vitality and natural harmony of the mind, body and soul.

The spa integrates Asian and European therapies with a range of face and body massages to render a pleasant interlude of well-being. These facilities are assisted by professionals who understand the

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specific needs of every individual, executing impeccable services.

For fitness freaks, the gym at Adya features state of the art cardio fitness equipments and strength stations from Technogym. Yoga, aerobic and Zumba sessions are organised on demand. Have a good session here and then relax at the leisurely outdoor swimming pool, offering spectacular view of the city. A perfect place to enjoy and relax!

Indulge in beauty treatments at the salon which is truly an oasis of serenity.

Relax in the treatment rooms which are well equipped with Steam, shower and rest room facilities. Celebrate your special day with your loved one at the Couple suite with whirlpool Jacuzzi and private steam room that is simply mesmerizing.

In a soulful setting for the sojourn to wellness, the products have been carefully chosen which do not contain Paraben, Silicone, Sulphite, Mineral Oils, Triethanolamine and Phenoxyethanol, hence the commitment to wellness is utmost important here.

Spa

Hotel Business Review

Tilak Gaur, Spa Manager, Crowne Plaza New Delhi Rohini

Tilak Gaur is the Spa manager of Adya Spa at Crowne Plaza New Delhi Rohini. His job involves developing the business strategy and taking care of smooth day to day functioning of the Adya Spa. He brings along 11 years of experience and has worked previously with The Claridges New Delhi, Novotel Vizag, The Leela Palace Chanakyapuri and Udaipur and Le Meridien Coimbatore. In an exclusive interview with Sharmila Chand, he highlights the trends in Spa Industry …

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

wellness and rejuvenation. I meet people every day, and in my interaction with them I realise that most of them suffer from busy lifestyle issues. By interacting with them, I get an opportunity to make them choose a subtle and relaxed life rather than a stressful one. This provides me great satisfaction.

Spas occupy a vital place in the hotel operations these days. The guests have become fully aware of their wellness needs and are having decent knowledge about spa services, which is very good news for spa professionals like us.

Moreover, in recent years many spa schools have also opened up across the country, resulting in better basic knowledge and training for therapists.

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

What are the current top trends in Spa? The top trends are: The use of organic and natural products; i n c re as i n g l y res o rt i n g to a l te r n at i ve treatments and therapies, such as Ayurvedic therapies, Reiki, energy work and salt therapy.

Stress management sessions, including p ra ct i ce s s u c h a s m i n d f u l n e s s a n d meditation, and “the incorporation of approaches such as lifestyle coaching into the work of the spa” –also form a key trend.

Th e re i s a co n s c i o u s ef fo rt a n d initiatives are taken for customisation and personalisation of services catering to the specific individual needs of Guests.

S k i n ca re re l ate d t re n d s i n c l u d i n g “Ad va n ce d / res u l ts o r i e nte d s k i n ca re treatment” are in demand.

Medical and healthcare trends, “often linked to increased demand for medical spa treatments or services” are also significant these days.

What are the key challenges in opening a spa?

Wellness as an industry is flourishing a big way in the country; but with success comes challenges and this industry is no exception to it. Today’s wellness industry is facing some major challenges. Also, low entry barriers have made this sector largely unorganised, with dilution in the quality of services offered to the customers.

How do you decide on the spa menu? What factors have to be kept in mind to chalk out a decent menu?

We work in close coordination with the needs and choices of the guests. Our spa menu is based on ‘My Spa’ concept. This includes factors which we need to keep in mind before deciding on the spa menu in a hotel. They are spa’s location, the hotel’s profile, clientele’s profiles and the spa’s vision and concept.

What do you enjoy most about being a Spa Director?

As we know that people today have busy lifestyles and as a spa professional, I feel lucky to be able to guide people by motivating them towards relaxation,

O u r s p a p rov i d e s a re l axe d a n d rejuvenated experience and has various USPs. But the most important one is our beautiful Couple suite with whirlpool Jacuzzi and private steam room that is simply mesmerising. Also, if we talk about this vicinity, we’re the only one who provides this luxurious facility.

Another USP is related with our products.

We d o n ot u s e p ro d u cts co nta i n i n g Paraben, Silicone, Sulphite, Mineral Oils, Triethanolamine and Phenoxyethanol, which make them truly effective and harmless.

Do you have some customised treatments?

We can customise treatments based on guest’s needs, befitting the season and occasion apart from the wide menu that Adya Spa has to offer.

What is your favourite treatment to receive?

Hot stone massage is my favourite treatment at Adya Spa because it provides a healing and effective experience. The hot stones charge the blood vessels, which encourages blood circulation throughout the body. The hot stones have a sedative effect that can relieve chronic pain, reduce stress and promote deep relaxation.

Any other point you wish to make?

I feel spa & wellness is necessary for everyone. Spa not only plays a major role physically but it helps in relieving mental as well as emotionally stress.

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P ro d uct Previ ew

Hotel Business Review

Effective Cleaning Solutions

Hospitality Linen

Interclean Solution Pvt. Ltd. is one of the most proficient manufacturers, traders and suppliers of chemical products. Since its inception in the year 2013, the company is offering a wide range of quality chemical products like hand cleanser, carpet care, glass cleaners, marble cleaners, kitchen cleaners and specialised care chemicals, all detergent raw material and many more. These products are used in making of shampoo, and liquid hand wash preparation. The extensive domain knowledge and experience enable t h e co m p a n y to u n d e rs ta n d the needs and demands of its consumers due to which it is capable to deliver such quality product range in the market.

Located in Gurugram, Haryana, the company has a highly developed infrastructure that is equipped with modern technology and is organised in a very systematic manner. Moreover, the company has a team of skilled professionals whose wide domain knowledge led them to deliver quality products and customised services for the market. They ensure that the products are of top quality and checks are made thoroughly through the entire production process.

Interclean Solution Pvt. Ltd. info@interclean.in

Home Comfort Texo Fab is a leading manufacturer and supplier of Bed and Bath Linens to Hotels and Hospitality Industry in india. The company has made its presence felt in this market with its quality furnishing items. In sequence to constant expanding wings, the company entered into manufacturing and marketing quality Bed and Bath Linens under its brand name Home Linen. It has been catering to the ever-growing demands of the Home Textiles and Bed Linen, in the domestic markets (Retail & Institutional segments).

The skilled and semi-skilled work force under watch full guidance of management with experience well over 20 years, are constantly working hard to maintain the quality of product to be supplied to their esteemed clients across the country. The company range of product includes from Quilted Duvet, Pillows, Cushions, Duvet and Pillow Covers, Mattress protectors are to name a few.

Home Comfort Texo Fab sandeep@homelinen.co.in

Pipeline to Success Established in 1995, Delhi-based R R Sales Corporation has positioned itself as an eminent service provider of LPG pipeline installation Services. The company deals in LPG/PNG pipeline installations and kitchen ventilation (fresh air unit & exhaust). This sole proprietor firm has a huge number of clients.

The services of the company are tailored to meet the requirements of the company’s clientele and are stringently based upon industrial norms and ethics. The product range of the company includes blower, scrubber, exhaust hood, fresh air system, fresh air washer, exhaust blower, axial fan among others. The impressive product range of R R Sales Corporation is complimented by its skilled workforce. The company places considerable emphasis on research and development and regarding this, has recruited a special panel for research and development.

The ethical business policies and customer-centric approaches are the cornerstones of the company and have facilitated it to develop a huge client base on a nationwide basis.

R R Sales Corporation tarun.rrsalescorporation@gmail.com

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Serving Hospitality in Style True to its image and the lifestyle of its clients, Mehta Furnishers continues to remain a preferred b ra n d a m o n g t h e h o s p i ta l i ty professionals. By combining art and utility, the company reflects a distinctive aura of excellence in its products.

With rare passion, supplemented with thoughtful, creative and proactive approach, the company takes care to meet up even the not so usual needs of its demanding clients. Over the years, Mehta Furnishers, which has served major hotel brands for the past 25 years, has earned the well deserved reputation of being a trend setter in the field of wicker arts. Started as cane furniture company in 1984, Mehta Furnishers has diversified to various need-based cane and wooden products for various segments of hotel supplies.

Famous for its customised multi-utility wicker baskets, amenity aids for guest rooms and spa, trays, trolleys, caddies, and F&B service aids, the company is into cutomising a range of products.

The new Housekeeping Trolleys and Mobile Caddies from Mehta Furnishers are set to raise the bar for mobile platforms in the corridors of boutique hotels, where aesthetic appeal is valued. The products are trendy, user-friendly, workably priced for the value they deliver and what’s more, are environmental friendly. With this new range those huge service stations in the hotel corridors are set to become a thing of the past.

Mehta Furnishers mehtafur@gmail.com

Pr odu c t Prev i ew

Hotel Business Review

Innovative Appliances

Guestroom Supplies

Whirlpool forayed into the commercial appliance segment in India by launching products from its European portfolio including dishwasher, oven and ice maker. These appliances pack in a raft of innovative technologies to fit in more performance, power and superiority. And as a Whirlpool appliance, all that performance and innovation is made effortlessly accessible through smart, intuitive controls.

Whirlpool has aggressive growth plans for this year and continues to expand its presence in new adjacent product categories.

W i t h i n n ovat i o n at its core, Whirlpool is committed to bring in more products that are specially crafted to deliver immaculate results for demanding professionals. Whirlpool is a market leader in manufacturing highend products in the World, and it strives to offer its customers with the International range of products in India that are well-crafted, robust, durable and speak best in terms of craftsmanship, quality as well as technology.

Whirlpool has already partnered with distributors and foodservice consultants in India and has started seeding in its appliances. Initially, Whirlpool’s commercial products will be available in all the major cities like Chennai, New Delhi, Mumbai, Bengaluru, Kolkata and Pune and further expanding to other cities. These appliances are expected to be installed in hotels, institutes, restaurants, bars and hospitals.

Whirpool of India Limited corporate@whirpool.com

Established in the year 1975, “ M o d e r n Co s m et i c I n d i a ” i s recognized among the noteworthy manufacturer and exporter of a b ro a d ass o rt m e nt of H a i r Shampoos, Bathing Gel, Herbal Shower Gel etc. The company also deals in third party manufacturing and contract manufacturing of products. These products are m a n u fa ct u re d w i t h m o d e r n technologies and skilled workforce.

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

Modern Cosmetic India moderncosmeticsindia12@yahoo.com

Advertiser’s Index Company

Page No.

Company

Page No.

akasa international

16

mehta furnishers

15

avon hospitality

14

modern cosmetic india

08

charnock equipments pvt. ltd.

01

modi woodspace pvt. ltd.

13

fabscapes 20

navin polycon

55

Food & hotel india

51

pushkal textiles

49

gralit india biotech pvt. ltd.

31

R R SALES CORPORATION

10

heimtextil india

25

RANS TECHNOCRATS (iNDIA) PVT. LTD.

19

home comfort texo fab

12

remington steel arts

62

home zone india

53

sial china 2019

21

india international hospitality expo

17

snoozer bedding ltd.

11

infinity hygiene care

14

thaifex 2019

39

itw india pvt. ltd.

33

trafs 2019

43

kesri transcontinental bc

Vedic Aroma Lab

45

laxmi brush company

18

Venus Industries

05

loomcrafts furniture india pvt. ltd.

09

whirlpool of india ltd.

mastech services

BIC

winterhalter india pvt. ltd.

fIC 07

Mar-Apr ’19

63

Intervi ew

Hotel Business Review

Humble, Kind and Hard Working

Satyajit Kotwal, General Manager-The Resort Mumbai

By Sharmila Chand

Satyajit Kotwal is a senior hospitality professional who brings to the table a rich and diverse experience of over 10 years in Hotel Operations, Human Resources and Training sector. Armed with a degree in Hospitality from the Institute of Hotel Management and Catering Technology, Mumbai, Satyajit has worked with some of the leading hotels in the country in various capacities.

He takes great pride in his work and followed his lifelong passion for food when he joined the hospitality sector. He has also been associated with several cookery shows. He has also penned a cookbook titled ‘The Perfect Indian Khana’ — a collection of innovative recipes.

As General Manager at The Resort, he oversees the hotel’s operations. His expertise and knowledge in hotel operations, positioning and financial as well as strategic focus play a vital role in further developing The Resort’s position as the first choice for anyone seeking a luxury beach resort for Meetings, incentives, conferencing, exhibitions (MICE).

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What is the USP of your property?

Our property is a sea-facing haven and this beach-front tranquility is the most important USP of The Resort. Even though the hotel is located in the busiest business district of Mumbai, one still feels completely away from the hustle-bustle of the city. The Resort is like an oasis in the middle of the city.

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

The Resort participates in the annual Earth Hour — a global climate change movement.

To be a part of this movement and to show our support for this environmental awareness event, we undertake many energy saving measures. The Resort has taken the responsibility of energy conservation by participating in the fight for climate change.

We have taken measures like setting public area temperatures to 24 degrees – guest rooms are equipped with special energy management tools. The hotel uses energy saving light bulbs, water, gas meters and consumption is monitored on a daily basis.

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

Since we are a standalone property, we invest a lot in online marketing.

In addition, we undertake ample marketing initiatives to showcase our hotel as a perfect wedding destination. This includes hoardings, write-ups in in-flight magazines, community specific news, etc.

What distinguishes your property from others in the same bracket?

We have huge open spaces facing the Arabian Sea. There are other resorts around Mumbai, however not all of them have the scope in terms of space to host weddings for 1,500 guests. In addition, we have many options for leisure travellers to be engaged

during their stay.

What according to you is the role of F&B in getting business for a hotel?

F&B plays a very important role in getting business for a hotel. Being a resort and one that is a little away from the city, there are not many food options around. Hence all our guests choose to dine at the hotel itself.

Also, we have club & dining loyalty members who visit regularly. So, we do many food and beverage centric promotions and events to constantly offer something new.

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

Shortage of skilled manpower is one of the most crucial issues in the hospitality sector today. Even though it’s a billion-dollar industry, there are concerns over whether there will be enough skilled people to meet demand in the labour-intensive sector.

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

It gives me the privilege to take decisions that I deem perfect for a particular situation, be it for a guest or for an employee. Of course, I always take all decisions keeping in mind the best interest of the hotel.

How do you de-stress?

The Resort is a beautiful location with lovely lawns. It is a mesmerising sea facing property. I love spending time here in these serene surroundings. I also love taking care of the garden. Trying to do something to beautify it is very satisfying.

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

I have always believed in staying humble, being kind and working hard.

Jan-Feb ’19

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