Hotel Business Review (May-June 2018)

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Editorial

Hotel Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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

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irst impression may not be the last impression, but in most cases it is definitely a lasting impression. This is true especially in the case of hospitality industry, where hoteliers need to quickly strike a chord with the guests and potential guests. And in developing this first impression, design and décor of the hospitality properties play a crucial role. And furniture, lighting, room interiors, bedding solutions and many other facets together play an important role in contributing towards the design and décor of the rooms of the hospitality properties.

Of course, classy design, décor, artwork and the overall ambience of hotel rooms, hotel’s banquets, its F&B outlets, its spa, etc. should be preceded by an attractive lobby, because that is where the guests and potential guests do generally walk-in first, as far as their physical connection with the hospitality property is concerned.

In our Cover Story, we have extensively covered the various design and décor elements towards making a hospitality property attractive to the guests and potential guests, through industry feedback.

The work-life balance is a critical issue for India’s hospitality industry, where employees frequently have to walk the extra mile through erratic hours to attain customer satisfaction, which often leaves little room for their personal lives. Proper work-life balance in hospitality can increase employees’ productivity and can negatively affect the nagging problem of attrition, which has been plaguing our industry for years. Here we take a look at how some renowned hospitality properties are contributing towards work-life balance of their employees.

The feature on a famous religious and heritage tourism destination, which deserves more recognition by our tourism and hospitality industry at large; an exhaustive feature on various facets of this burgeoning digital age in engaging and attracting potential and past guests, and towards engaging, attracting and satisfying the present guests; a feature on wedding banquets in hotels… and many other industry relevant topics can make this issue a compelling read by our industry players.

We have tried to make the issue comprehensive in terms of information and perspective so as to give our readers a holistic purview of our industry.

We hope our attempt would help engross our valued readers.

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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 © 2018 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 Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028.

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

A hospitality property’s décor, lighting, furniture, room arrangements, etc. greatly contribute towards the overall ambience of the property, and also towards the property’s perception among its guests and potential guests.

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In today’s highly competitive and fast changing markets, businesses need a skilled workforce in order to remain competitive...perhaps more than ever before. This is of course, very much true for hospitality business, where personnel play a key role in the success of hospitality properties.

BUSINESS

Continuous contact with customers and long hours make working in the hospitality industry strenuous. Employees have to be on their toes, charming and fresh, irrespective of whether the employee has just reported for duty or is continuing in the double shift.

In this industry, service with a smile is the maxim, irrespective of whether she/he is overworked or tired.

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HR

FEATURE

Amritsar is world renowned for its Golden Temple which is formally known as Sri Harmandir Sahib. But it is not the only place for which the destination is known for or should be known for among the domestic and inbound tourists. The city is not only a haven for religious tourists but lovers of history can also find lots of interest in Amritsar.

42 TECHNOLOGY Several facets of digital technology are influencing guests to select a hospitality property, are influencing guests’ satisfaction levels within their stay at the property, and are also influencing in permeating guests’ feedback about the property across the globe, after they have left the concerned property.

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SPA

The Club One Fitness and S p a at Th e S u r ya a N ew Delhi emphasises on holistic wellness. Here professional excellence and enthusiasm to go the extra mile are both abundantly found among the highly trained therapists. Personalised and dedicated wellness service is the hallmark of the spa.

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OPERATIONS

They say marriages are made i n h e ave n . We h ave l i tt l e knowledge regarding that but we know that weddings are nowadays celebrated in style, in high-end hospitality properties in India.

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PROPERTY

S t ra t e g i c a l l y l o c a t e d i n Bhiwadi, in Rajasthan, Treehouse Hotel, Club & SPA is a premium leisure hotel as well as one of the best conferencing destinations near Gurgaon.

DEPARTMENTS 04 Event

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HOUSEKEEPING

Even as industrial laundry technologies continue to evolve, the debate in India’s hospitality industry on the comparative merits and demerits of in-house vs outsourced laundry facilities simply refuses to die down.

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News Scan

20 Report 22 Appointments 40 Focus 60 Profile 61

Product Preview

64 Interview

Cover Pic: Cabana Room, The Claridges, New Delhi

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Event

Hotel Business Review

SIAL China 2018 Records Nearly 10 Percent Growth in Visitors

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he 19th edition of SIAL China, Asia’s largest food innovation exhibition, was successfully concluded on 18th May at the Shanghai New International Expo Center.

This year, the event surpassed the recordsetting figures of the 2017 edition of the show.

SIAL China 2018 expanded to 162,000 square metres (eight percent over the 2017 edition of the show), 3,400 exhibitors (six percent over the 2017 edition of the show) from 70 countries and regions and 30 domestic provinces and cities, and welcomed 110,635 professional visitors in 2018 (nine percent over the 2017 edition of the show).

The Opening Ceremony On 16th May 2018, a delegation of ministers, ambassadors, consuls and trade officers attended the ‘Opening Ceremony’ of SIAL China 2018. European Agriculture and Rural Development Commissioner, Phil Hogan officially opened the exhibition on behalf of the European Union as Region of Honour.

As the Region of Honour for SIAL China 2018, 26 European Union (EU) member country pavilions housing 70 EU delegates occupied 6,000 square metres of exhibition space.

The EU also hosted exciting activities, including cooking demonstrations, innovative EU-Chinese product pairing demonstrations by famous Chefs, and informative sessions about EU food quality and safety policies to complement the wide variety of safe and quality agricultural food and beverage products on display at the EU member pavilions.

SIAL Innovation SIAL Innovation once again shined at SIAL

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China. In 2018, the competition which recognises the most cutting-edge products in the food and beverage industry, received a record number of submissions. In total, more than 600 products were vying for SIAL China 2018.

In the afternoon of 16th May, three of the ten finalists were awarded SIAL Innovation Gold, Silver, and Bronze Awards, respectively.

The ‘Gold Award’ went to Safe Catch from the USA for ‘Elite Wild Seasoned Tuna’ — their low mercury tuna. Mexico Avocado Honey from Chengdu Mayaland Trading Co. Ltd., China, earned the ‘Silver Award’ for its originality, and NOVELTEA from Great Britain got the ‘Bronze Award’.

La Cuisine SIAL China 2018 marked the fifth year, La Cuisine partnering with World Association of Chefs’ and the first with China Cuisine Association to host ‘Top Chef.’ This year, five domestic and three international teams competed to be named Top Chef.

With eight expert judges looking for creativity, presentation skills, uniqueness, and taste, the team from Yunnan in China took home the championship.

Wine Innovation Forum & Best Buy With 16 sessions, the 2018 Wine Innovation Forum explored a variety of wines and regions, including Portuguese Vinho Verde, New Zealand Pinot Noir, and wines from Washington State.

Lectures by renowned Master of Sommelier Darius Allyn and Wine Master David Forer brought a high level of professionalism. The much anticipated Best Buy Competition announced the 2018 Award winners on

17th May. This year’s winners include: Cabernet Sauvignon from Ruidengbao Chateau, Best Chinese Wines Award; Asua Crianza Rioja, Best Still Red Wines valued less than 4 Euros; Tawse Winery Chardonnay, Best Still White Wines valued less than 10 Euros; Raggio Syrah Cabernet Sauvignon Gran Reserva, Best Still Red Wine valued between 4-8 Euros; Borsao Berola, Best Still Red Wine valued greater than 8 Euros; and the 2017 Densiho Reserve Rose, Best Sparkling Wines Group.

Chocolate World Chocolate World 2018 introduced a new mascot, named Mr. Chocolate, to visitors.

The official mascot was revealed during the opening ceremony on 16th May and complimented the extraordinary decorations and range of delicious and informative activities.

Seafood Fest Co-hosted by China Aquatic Products Processing and Marketing Association, the Marine Stewardship Council, and the Norwegian Seafood Council, Seafood Fest 2018 offered a host of cooking demonstrations.

It had sessions dedicated to introducing the ‘right seafood’ associated with the ‘right wines.’

Multi-Professional Forum SIAL China 2018 marked the first time when SIAL China offered a dedicated forum to discuss the condiment, functional foods, and meat industry.

SIAL China 2019, the 20th edition of SIAL China, will take place at the Shanghai New International Expo Center during 14th-16th May.

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Event

Hotel Business Review

Focus on India’s Heritage Art and Craft at Heimtextil India & Ambiente India Altogether, over 150 leading companies will present their stunning collections in dining, living, giving and home furnishing segments at this three day fair in New Delhi

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ndia’s heritage art and craft is set to occupy a special place at the fifth edition of Heimtextil & Ambiente India events to be held in New Delhi during 27th-29th June.

The organiser of the events, Messe Frankfurt India, has entered into an agreement with the Council of Handicrafts Development Corporations (COHANDS).

The specially curated COHANDS pavilion will bring together the stars of Indian handicrafts including Jai Prakash Lakhwal, Vivekananda Bagchi, Sneh Gangal, Devendra Kumar Jha, Kamlesh Jangid, Har Krishan, Mohd Matloob and Brahmdeo Ram Pandit just to name a few who will be presenting their strengths in traditional Indian handicrafts, Messe Frankfurt India said in a statement.

Together, they will highlight traditionally crafted products with a contemporary touch in miniature painting; terracotta; cane and bamboo arts; wood craving and wood inlay; bidri craft; mithila painting; wood craving; brass engraving and pottery.

In India, the sister fairs Heimtextil India & Ambiente India present first-look of the new season’s collections for the Indian market offering inspiring product designs, live design sessions and experience zones.

Creating the perfect combination of Indian and international designs, the platform will also host companies from China, Indonesia, Switzerland and Thailand.

Among the countries participating this

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year, the strongest participation is set to be from Thailand where the Office of Small and Medium Enterprises Promotion and Federation of Thai Industries are looking at strengthening bilateral ties in the Indian home fashion space.

Altogether, over 150 leading companies will present their stunning collections in dining, living, giving and home furnishing segments at this three day forthcoming fair in New Delhi.

A sneak-peak of the highlights include: • New Product Launches: First-look and season’s new collections to be launched by leading brands such as D’décor, Reliance, Aditya Birla, GHCL Ltd, R. R International, Manorama to name a few.

• Indian Art & Crafts: The best of heritage art and crafts of India are to be presented at the Council of Handicrafts Development Corporations (COHANDS) Pavilion.

• Special Experience Zone: Innovative concepts in interior spaces to be showcased at this special zone through a design face-off on the theme of ‘My Heritage, My New Age India’ between product and textile designers.

• Special Skills Zone: Live demonstrations of different art forms by the underprivileged and a chance to showcase their talent and finished products to India’s top visitors, buyers, and designers, etc.

• Hospitality, Interior Designers, Retail Day: Renowned interior designers, retailers and hotel purchase managers to be hosted at the

fair over the three days.

• International trend Sessions: Renowned international speakers — French designer David Landart and Finnish designer Susanna Bjorklund – are set to come to India to host sessions on lifestyle trends and the art of window dressing.

Organised by Messe Frankfurt Trade Fairs India Pvt. Ltd., this leading home fashion business event will open its doors on 27th June in New Delhi.

EVENTS’ CALENDER TRAFS - Thailand Retail, Food & Hospitality Services 2018 12-15 July 2018 Bangkok International Trade & Exhibition Centre (BITEC) Bangkok, Thailand www.thailandhoreca.com India Hospitality + F&B Pro Expo 02-04 August 2018 Dr SP Mukherjee AC Stadium Panaji, Goa www.trinityworld.biz India International Hospitality Expo 2018 08-11 August 2018 India Expo Centre & Mart, Greater Noida Expressway, Delhi-NCR www.ihexpo.com SIAL Paris 21-25 October 2018 Paris Nord Villepinte, Paris www.www.sialparis.com HPMF Annual Convention & Awards 2018 25-27 October 2018 Hotel Taj Ganges Varanasi, India http://www.hpmfindia.com

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Hotel Business Review

ITC Hotels Launches New Property in Hyderabad Luxury hotels chain ITC Hotels has added ITC Kohenur in Hyderabad as the 12th hotel to join its luxury hotel portfolio from 1st June 2018.

Situated in the heart of Hyderabad’s new business district, overlooking the picturesque Durgam Cheruvu Lake, the hotel offers 271 high technology-enabled rooms, suites and service apartments.

Located in HITEC (Hyderabad Information Technology and Engineering Consultancy) City, the hotel features nine meeting, banquet and conference spaces. The hotel also boasts of two sprawling outdoor venues, the Pearl Deck and the Golconda Greens, which that are suitable for a range of theme events, corporate functions, celebrations and parties. ITC’s indigenous spa brand Kaya Kalp Spa offers an array of signature treatments for the guets at the hotel.

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AccorHotels Launches Novotel Chennai Chamiers Road Global travel and lifestyle major AccorHotels has launched its seventh property in Chennai with the opening of Novotel Chennai Chamiers Road.

The newly opened hotel is situated in the heart of the city within walking distance of many clubs like Madras Club and elite neighbourhoods like Boat Club. It is a mere 10-minute drive from popular locations like the T. Nagar shopping district, Marina Beach and the business districts of Nungambakkam, Egmore, Adyar, Mylapore and Alwarpet.

The hotel is less than a 30-minute drive from both the Chennai International Airport and the Chennai Central Railway Station.

Novotel Chennai Chamiers Road is owned and promoted by S.K. Gupta, Chairman, Gupta Group of Companies, and Ashish Gupta, Managing Director, AG Hospitalities Pvt. Ltd. The promoters bring a combined total of 40 years of experience in the garment export and real estate business and have recently diversified into hospitality business.

“We are excited to partner with AG Hospitality to launch Novotel Chennai Chamiers Road and look forward to a fruitful partnership.

The opening of this hotel marks our seventh hotel in Chennai and eighth property in the state of Tamil Nadu,” said Jean-Michel Cassé, Chief Operating Officer, India & South Asia, AccorHotels.

The hotel features around 100 well-appointed rooms including four suites, as well as rooms designed for the specially abled. It also boasts of four meeting rooms which can accommodate more than 100 guests for conferences, meetings, events and other social gatherings.

Fairmont Jaipur Adds 45 More Rooms to its Existing 199 AccorHotels’ luxury property Fairmont Jaipur announced in May the addition of 45 rooms to its existing inventory of 199 rooms. The newly curated rooms on the sixth and seventh floor of the hotel comprise four new suites.

“Jaipur is one of India’s most popular destinations for both business and leisure. The addition of rooms serves the growing demand of the hotel for business conferences, destination weddings as well as for hosting individual guests in peak season. It underscores Fairmont Jaipur’s commitment to the region,” said Srijan Vadhera, General Manager, Fairmont Jaipur.

In the same month, the hotel also introduced signature treatments based on the the twelve Zodiac signs at its uxury spa ‘Ruhab.’

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Upskilling Indian Hospitality Purchasing Professionals To upgrade the skills of Indian hospitality purchasing professionals for an increasingly integrated global economy, the Purchasing Professionals Forum-India (PPFI) conducts every year a slew of education workshop events that include in-house day long knowledge workshops as well as outdoor factory visits.

PPFI startred its education activities this year with a tour to the Khurja city in Uttar Pradesh, which is a famous hub of earthenware

and ceramic items. M/s Dadoos Ceramic Group, which is one of the oldest factory and exporter in the city, encouraged PPFI to visit its factory to gain knowledge about ceramic manufacturing.

PPFI said its members from Delhi and Jaipur participated in this visit which the organisation termed as fruitful for the visiting members of the organisation.

Founded on the premise of knowledge/skill enhancement, empowering and representing the best of purchase practice in the hospitality industry of the country, PPFI presently has over 250 members.

A Partnership to Boost Alternative Hospitality Solutions AxisRooms, a travel distribution solutions provider for hotels and other accommodations, is working with Airbnb. This association is aimed to provide a level-playing field to travel accommodations other than commercial hotels and resorts.

The AxisRooms-Airbnb tie-up will automate the real time availability and dynamic pricing for Airbnb accommodations based in India. The partnership will also cover existing AxisRooms homestay, bed & breakfast clients.

The collaboration is set to transform numerous aspects of alternative hospitality industry and improving its importance by providing a fine-tuned content and specific marketing and sales channel for various types of accommodations.

Airbnb will get real time accommodation availability information and content through AxisRooms platform, which will grow the content listing and transactions on Airbnb.

AxisRooms being data driven & working on automated pricing technology for accommodation partners, has already implemented this in the hotel segment with huge success and will now leverage this knowledge and its platform to evolve the distribution and value addition to the vacation rental accommodations like villas, home stays and BnBs. Delighted with the partnership, Anil Kumar Prasanna, CEO, AxisRooms opined, “We are elated to announce this alliance and happy to share that our association will have an enormous impact on the alternative travel accommodation industry. AxisRooms and Airbnb are two entities who would be working together in India, for a common goal tailored to provide a tuned content, to give specific marketing and sales channels for alternative travel accommodations.”

Sustainable Environment Programme In line with its mission to create a sustainable environment, Novotel Hyderabad Convention Centre and Hyderabad International Convention Centre (HICC) organised a blood donation camp, free health checkup, pollution check for vehicles and a healthy and organic lunch for its employees.

Keeping in tune with employees health, an organic buffet spread of salads, juices, and food was organised at staff cafeteria at Novotel Hyderabad Convention Centre.

The team at Novotel Hyderabad Convention Centre & HICC was made aware of how they can reduce the carbon footprint by being more vigilant.

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Hotel Business Review

Marriott’s Milestone: 100th Hotel Opened in India Marriott International marked an important milestone in India when it recently opened its 100th hotel in the country — the Sheraton Grand Bengaluru Whitefield Hotel and Convention Center in Bengaluru.

“India is one of Marriott International’s most important markets in Asia, with the second-highest number of hotels and rooms after China,” Paul Foskey, Chief Development Officer, Marriott International, said in a statement.

“Given India’s robust economy and rising middle class, we see incredible opportunity to continue working with owners to open hotels from across Marriott’s extensive array of brands, particularly in the upper midscale, upscale and luxury segments,” Foskey added.

The 360-room Sheraton Grand Bengaluru Whitefield Hotel and Convention Center features 39 suites and also offers the Sheraton brand’s signature amenities and facilities like Shine Spa for Sheraton, Sheraton Club Lounge, Sheraton Fitness and Sheraton Signature Sleep Experience.

In India, Marriott now has more than 20,000 rooms and 15 brands in 32 cities.

More than 30,000 people currently wear a Marriott badge in India, and another 3,000 people are expected to join the company in 2018, the company said.

Growth prospects in the secondary and tertiary markets will continue to be a major focus for the company in 2018, Marriott said, adding that it plans to open more than 50 new hotels in India

Innovations That Will Change The Way You Cook

and raise inventory to more than 30,000 rooms over the next few years, thanks to demand for mid-market hotels in the country.

HRAWI to Host its 18th Regional Convention in Sri Lanka For the first time, the Hotel and Restaurant Association of Western India (HRAWI) will be hosting its regional convention overseas.

The convention will be held in Colombo, Sri Lanka, during 27th30th June.

This year’s convention, themed ‘Surfing The Wave Of Global Tourism’, will host an interactive programme with a focus on international tourism trends and best trade practices, Dilip Datwani, President, HRAWI, said at a press conference in Mumbai.

Centred around hospitality, the event will integrate related business sessions and business networking opportunities for participating professionals.

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“Annual conventions offer an excellent opportunity to network with fraternity members, professionals, consultants, vendors and many others from the industry. The Association has invited industry leaders to share their experiences and expertise through a series of four business sessions, for the benefit of participating hotels and restaurants,” Datwani said.

In the first business session there would be discussions on various aspects of hotel operations. The second session would be focused on food and travel bloggers, the third would focus on hotel interior trends while the fourth session would focus on emerging restaurant trends and emerging trends in Sri Lankan cuisine.

Chamari Rodrigo, Consul General of Sri Lanka, stated that entrepreneurs in Sri Lanka were interested in investing in the hospitality industry in India and this convention would provide a platform for participants from the two countries to come together and share their views on the progress of the industries in both the countries.

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Hotel Business Review

StayWell Holdings to Open First Park Regis in Southern India StayWell Holdings, one of Asia-Pacific’s largest hotel management groups, has announced that it would further expand its Park Regis portfolio in India, with the rebranding of Aveda Resort and Spa in Kumarakom, Kerala to Park Regis Aveda, Kumarakom.

The 44-room hotel signifies a number of milestones for StayWell Holdings, marking the group’s first property in southern India and the first hotel to open post the acquisition of StayWell Holdings by Prince Hotels Inc. “Opening a hotel in Kerala presents many benefits for StayWell in India, as well as for operators in the local region. Kerala is a popular tourist destination and Aveda Kumarakom has fast become the preferred accommodation for guests who place emphasis on privacy and luxury while travelling,” said Simon Wan, President and Director, StayWell Holdings.

“We will continue to look for opportunities to expand our brands both in India and internationally,” Wan added.

On this tie-up with StayWell Holdings, Prashant Chawla, owner Park Regis Aveda, Kumarakom said, “This partnership will not only open up our horizons in India, but also internationally, and we look forward to taking this association beyond one property.”

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Sarovar Hotels Launches New Property in Jaipur Sarovar Hotels and Resorts recently opened an upscale full service hotel in Rajasthan — City Sarovar Premiere Jaipur.

The hotel features 80 guest rooms and suites with modern interiors, stylish furnishings and spacious event and banquet space.

“This beautiful, new hotel is a fantastic addition to our growing portfolio in Rajasthan,” said Ajay Bakaya, Managing Director, Sarovar Hotels and Resorts.

“Jaipur is one of the most significant destinations in India for leisure as well as business travel and this is our fourth hotel in the city after Sarovar Portico Jaipur, Nirwana Hometel Jaipur, and Park Inn Jaipur,” Bakaya added.

“The Sarovar brand continues to expand its presence and we are further opening hotels in Ajmer and Jaisalmer soon,” Bakaya said.

Sarovar Hotels and Resorts is targeting to have 100 hotels under its portfolio by 2020. Expected openings in 2018 include hotels in Jaisalmer, Jhansi, Somnath, Dibrugarh, Junagadh, Gorakhpur and Lusaka, Zambia.

The company currently manages 75 operational hotels in 50 destinations in India and overseas, under Sarovar Premiere, Sarovar Portico, and Hometel brands.

Sofitel Mumbai BKC Fulfills Wish of a 14-Year-Old Patient In collaboration with Make-A-Wish India Foundation, French luxury hotel player Sofitel Mumbai BKC helped fulfill the wish of a 14-year old child suffering from thalassemia major, a blood disorder involving lower-than-normal amounts of an oxygen-carrying protein. Kulbhushan Parkar has always aspired to have a career in hotel management and it has been his wish to meet a Chef of a five-star hotel, learn to make at least one dish and share it with his parents. To fulfill Parkar’s wish, Sofitel Mumbai BKC organised a session in the kitchens of the luxury property with Executive Chef Neeraj Rawoot to make Spanish Flautas (Spanish spring rolls served with avocado mole and sour cream).

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Hotel Business Review

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Mumbai’s Hotel Equipment Suppliers Chart Future Roadmap

Hyatt Amritsar Rebranded to Hyatt Regency Amritsar

Formed with the aim of speaking in a unified voice with respect to policy matters by identifying and sharing good practices, the Hotel Equipment Suppliers and Manufacturers of Mumbai (HESAM) said it would initiate and support exhibitions, conferences and other related activities to promote products and services related to the hospitality sector.

The association believes that this initiative will fulfill the purpose of creating awareness about the best available resources and the means to procure these.

The association also plans to serve as a forum for exchange of ideas and dissemination of information about the latest innovations and technological developments in the hospitality sector.

It is currently in the process of collaborating with other associations in the hospitality industry in order to provide cutting-edge products, which meet the demands of this rapidly growing sector.

HESAM is a membership-based association which brings together the suppliers and manufacturers of the hospitality sector under a common umbrella. At present, HESAM has a cohort of over 60 members.

Hyatt Hotels Corporation (NYSE: H) has recently announced the rebranding of the Hyatt Amritsar into a Hyatt Regency hotel. Hyatt Regency Amritsar is the 11th Hyatt Regency property in India and joins a strong network of more than 180 Hyatt Regency properties worldwide.

Located on Grand Trunk Road, Hyatt Regency Amritsar is conveniently located within three miles of the Golden Temple and a mere 25-minute drive from the Sri Guru Ram Dass Jee International Airport.

The hotel offers 248 comfortable and modern guest rooms, inclusive of suites and Regency Club rooms. All rooms feature a bay window providing a view of either the pool or the picturesque cityscape.

“We are excited to bring the Hyatt Regency experience

Guneev Sachdeva Wins 8th Young Chef India Schools Competition After months of efforts and a tough culinary battle comprising five rigorous rounds, the hunt for the best school student Chef of India has finally come to an end. Punjab-born Guneev Sachdeva from Dehradun’s Welham Girls’ School has emerged as the winner of the eighth season of the Young Chef India (YCI) Schools competition which saw the participation of 30,000 higher secondary students from over 2,800 schools across the country.

In the ‘Mega Final’ of the competition, held recently in Delhi, Guneev successfully managed to outclass her seven opponents, all of whom were the top contestants from North, East, South and West zones.

Young Chef India Schools (YCI) is a platform that gives a unique opportunity to higher-secondary students to get a glimpse of the workings of the culinary industry and gain global recognition.

Conceptualised and executed by the International Institute of Hotel Management (IIHM) since 2011, thousands of students have so far participated in this competition and realised their dream of displaying their culinary skills.

This year, the competition was aired as a five-episode special series on popular food lifestyle channel ‘Food Food,’ giving the contestants recognition and appreciation across the country.

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to Amritsar,” said Sunjae Sharma, Vice President — Operations, Hyatt, India. “This transition reflects our continuous effort to do what we do best – providing local knowledge and connecting guests to what matters most; all within the close vicinity of the iconic Golden Temple,” he added further.

“The Hyatt Regency brand is loved by our guests in India and across the world and with its rich culture, heritage, cuisine and history, Amritsar has always been a city of significant interest for tourists,” affirmed Sharma.

Several fascinating dining experiences within the hotel include Punjab Province, a North Indian bistro offering authentic, signature experiences and fabled street food of the highways of Punjab.

Scotch Haus offers a range of beverages from premium scotch and single malts to innovative cocktail mixes, coupled with an enthralling ambience of live music and a DJ. Tarteria offers a wide selection of homemade confectioneries and pastries, catering to guests looking for cakes and other baked items.

Hyatt Regency Amritsar offers banquet facilities with best-in-class technologies, accommodating up to 500 guests. Ideal for weddings and celebrations, the hotel also has an expert team of in-house wedding planners to create tailored memorable experiences.

With a wide range of wellness options such as yoga, Ayurveda and exotic western therapies, the hotel offers a modern well-being experience with landscaped outdoor swimming pool, a vitality pool, gymnasium and a spa. All these can holistically rejuvenate the guests.

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Hotel Business Review

20,000 Visitors Attend Taiwan Expo 2018 in New Delhi Th e f i rs t eve r e d i t i o n of Ta i wa n Expo 2018 that showcased several technologically advanced products over a period of three days concluded on 19th May in New Delhi. The event was attended by various suppliers and buyers. There were more than 20,000 visitors at the event.

“We are overwhelmed by the response that we have received for the expo. This only strengthens our belief that there is an immense opportunity for India and Taiwan to improve trade relations and people-to-people contact,” said James C.F. Huang, Chairman of TAITRA, Taiwan’s prominent non-profit trade promoting organisation which organised the event.

“We will visit India again with more exhibitors next year as well. We are also keen to organise such expo in other Indian cities,” Huang expressed.

The exhibition had eight themed pavilions — Meet Taiwan, Taiwan EV

Alliance, Taiwan Food Processing Machinery, Taiwan Green Products, Taiwan Healthcare, Taiwan Tourism, Taiwan Excellence and Taiwan Smart City.

The exhibit areas included agriculture and food, electric vehicles, auto parts and fasteners, home products, information and communication technology (ICT) and green products, Mandarin education and business services, medical devices, health and personal care, sports & outdoor, and textiles. Participating companies from Taiwan showcased the latest technologies, eco-friendly products and the country’s industrial prowess.

The gala opening ceremony of the expo was attended by Members of Parliament Meenakshi Lekhi and Harish Meena, among others. A seminar on ‘Taiwan Smart Industry Trend’ was also organised on the sidelines of the expo.

Italian Food & Wine Promotion at Sofitel Mumbai BKC The buoyancy and essence of Italy was brought alive at the Sofitel M u m b a i BKC as they launched in mid-June the Italian food and wine promotion in partnership with the legendary Italian car brand Ferrari.

Two stunning brands came together to bring an eclectic culture alive in the heart of the city, at a property that has become a landmark in the metropolis. Italian gastronomy with its authentic taste and flavours, specially crafted by the Executive Sous Chef Prakash Lopes was on offer; presented and styled by the culinary expertise of his team.

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International News

Swiss-Belhotel International Unveils Global Expansion Plan

Palladium Hotel to Roll Out New Brand ‘BLESS Collection Hotels’

G l o b a l h o s p i ta l i ty m a n a g e m e nt c h a i n Sw i ss - B e l h ote l International has revealed details of its global expansion strategy, which includes the launch of at least 60 new hotels and resorts worldwide over the next few years.

The year 2018 would mark the beginning of a period of accelerated growth for the company, following the celebration of its 30th anniversary last year, said Gavin M Faull, Chairman and President of SwissBelhotel International, w h i l e a d d ress i n g delegates at the company’s annual G e n e ra l M a n a g e rs ’ C o n f e re n c e , w h i c h was held at the Hotel C i p u t ra J a ka rt a i n Indonesia from 2nd5th May. “ Th e n ext f i ve years will see a rapid expansion of our hotel portfolio in several key markets, including Indonesia, Australasia, the Middle-East, China, Vietnam and Europe,” he added.

Indonesia is already a key destination for Swiss-Belhotel International, with 64 properties currently operating across the country. This nationwide collection will increase by almost 50 percent in the years ahead, with 30 projects in the pipeline representing five of the company’s brands — Grand SwissBelhotel, Swiss-Belhotel, Swiss-Belresort, Swiss-Belinn and Zest Hotels, the company said.

Australasia is another key area of growth for Swiss-Belhotel International. In Australia, the group intends to boost its collection from five to ten hotels within the next three years, including new openings in Sydney and Melbourne. It is also seeking opportunities to expand its presence in New Zealand.

China was the location of Swiss-Belhotel International’s first ever signed property in 1987, and the world’s most populous country remains a priority market today.

Four new Swiss-Belhotel International properties are scheduled to open in China in the coming years, located in the emerging cities of Taiyuan, Haikou, Dongguan and Quanzhou.

Further south in Vietnam, the group is aiming to expand from one hotel today to ten by 2021, including landmark openings in the popular tourist centres of Halong Bay and Nha Trang.

In the Middle-East, seven new hotels and resorts are scheduled to open in 2018 alone, including the company’s inaugural properties in Oman, Kuwait and Saudi Arabia. By 2020, Swiss-Belhotel is aiming to reach an operating portfolio of 20 hotels in this region.

In Europe, the hotel group expects to add five new properties to its collection by 2021, including new projects in Italy, Bulgaria and Georgia.

Spanish hotel chain Palladium Hotel revealed in June its plans for a new hotel brand, ‘BLESS Collection Hotels’, targeted at the contemporary luxury market. The group has signed a management contract with investment groups, Grupo Didra and AINA Capital, for the first property of the brand in central Madrid, scheduled to open in November 2018.

Palladium Hotel Group siad the BLESS Collection Hotels brand fits into its strategy of expanding its contemporary luxury hotel offering around the world, building on both its city centre and beachside hotel portfolio.

“We are moving at a pace to roll out the development of new brand ‘BLESS Collection Hotels’ with the first property planned to open in Madrid in November 2018, followed by at Ibiza in Summer 2019,” said Abel Matutes, CEO of Palladium Hotel Group.

“The new upscale brand will leverage our position in the premium market and draws on our existing experience within the luxury and lifestyle sector,” Matutes pointed out.

BLESS Hotel Madrid will be located on Calle de Velázquez in the heart of the city and will comprise 111 rooms, rooftop pool, spa and gym, gourmet restaurant, three bars and conference spaces, the company said.

The brand’s onward expansion will focus on stylish districts in cosmopolitan cities and premium holiday beach destinations. The art and entertainment offering will draw on the destinations’ cultural agendas and will include DJ sets and live music, fashion shows, pop-ups, performance and visual art and photography exhibitions, said the Palladium Hotel Group which currently has 48 hotels in six different countries.

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First Mercure Property Debuts in Myanmar AccorHotels recently announced the official opening of its first Mercure property in Myanmar — the seven-storied Mercure Yangon Kaba Aye, featuring 183 spacious rooms and suites.

Mercure Yangon Kaba Aye is located along Kaba Aye Pagoda Road, just 10 km from Yangon International Airport and a short drive from University of Yangon.

“The opening of the first Mercure Yangon Kaba Aye capitalises on the travel aspirations of Myanmar’s growing domestic and international tourism. Dubbed as ‘The Garden City of the East,’ the city is a melting pot of cultural diversities and communities,” said Patrick Basset, Chief Operating Officer of AccorHotels, Upper South-east and North-east Asia.

International News

China’s Ctrip signs MOU with AccorHotels Chinese travel agency company Ctrip recently signed a memorandum of understanding (MoU) with global travel and lifestyle group AccorHotels in order to enhance experiences of Chinese travellers.

The partnership will allow Ctrip’s over 300 million registered users to access and enjoy personalised experiences from AccorHotels’ global brands portfolio, including Raffles, Sofitel Legend, Fairmont, SO/, S of i te l , o n ef i n es tay, M G a l l e ry by S of i te l , Pullman, Swissotel and 25hours Hotels, as well as the popular midscale brands Novotel, Mercure, Mama Shelter and Adagio, besides e co n o m y b ra n d s including JO&JOE, ibis, ibis Styles, ibis budget and the regional brands Grand Mercure, The Sebel and hotelF1.

AccorHotels operates 4,300 hotels and 10,000 private homes in 100 countries. The partnership will focus on four strategic pillars, including highlighting AccorHotels accredited hotels more prominently, building a flagship store for AccorHotels, joint development of loyalty programmes and cooperation on IT. “With the diverse range of hotels offered by AccorHotels, Ctrip customers will have access to a vast majority of its hotels globally,” said Jane Sun, CEO of Ctrip.

“We are pleased to take the partnership with Ctrip to the next level, and proud to be a privileged hospitality partner of Ctrip, ” said Sebastien Bazin, Chairman and CEO, AccorHotels.

AccorHotels to Acquire Movenpick Hotels & Resorts Global travel and lifestyle major AccorHotels said it will acquire Movenpick Hotels & Resorts, for a cash amount of Euro 482 million.

“With the acquisition of Movenpick, we are consolidating our leadership in the European market and are further accelerating our growth in emerging markets, in particular in Middle-East, Africa and Asia-Pacific,” Sebastien Bazin, Chairman and CEO of AccorHotels said in a statement.

Founded in 1973 in Switzerland, Movenpick Hotels & Resorts operates in 27 countries with 84 hotels (more than 20,000 rooms) and has a particularly strong presence in Europe and the Middle-East.

“The Movenpick brand is the perfect combination of modernity and authenticity and ideally complements our portfolio. Its European-Swiss heritage is a perfect fit with AccorHotels. By joining the Group, it will benefit from AccorHotels’ power, particularly in terms of distribution, loyalty-building and development,” Bazin said.

The transaction is subject to regulatory approvals. It should be completed during the second half of 2018.

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Hotel Business Review

Hotels Celebrate the World Environment Day

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ith the threat of global warming looming over us, and with the menace of air pollution and plastic pollution jeopardasing our day-to-day lives, environment-friendly initiatives are no longer a luxury but dire necessities of our times. Thus it was heartening to see the green initiatives by some of the hospitality properties on the World Environment Day, which is being celebrated every year on 5th June.

On the World Environment Day, the staff from Howard Johnson Bengaluru Hebbal undertook a cleaning drive from Nagawara (Manyata Tech Park) junction up to the hotel premises on Thanisandra main road.

Enthusiastic team members of the hotel took out an awareness drive with placards and cleared all the plastic waste on both sides of the road and junction in keeping with the United Nation’s plastic-free theme for the 2018 World Environment Day. The hotel also distributed saplings to citizens and took out a march to encourage residents and those working in offices in the area to keep the roads, drains and footpaths litter-free, especially with a focus to reduce use of all kinds of plastics.

“It gives me great pleasure to inform that the hotel has taken several steps in

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the last few months to go plastic free. We have already replaced all plastics in serving items, inside rooms, in disposables including straws and cocktail stirrers. On this day, we renew our pledge to go plastic-free,” said the General Manager of Howard Johnson Bengaluru Hebbal, Rishi Neoge.

The hotel will also donate all the collected plastic waste to a private organisation which crushes plastics and mixes it with bitumen. When roads are asphalted with this mixed tar, it helps Bengaluru roads last

longer, especially during the rainy season.

On 5th June 2018, The Suryaa New Delhi joined millions and millions around the world by celebrating the World Environment Day. The Suryaa New Delhi planned activities such as poster making and planting of saplings to show its commitment to the cause of environment protection and saving the Earth. The hotel organised various activities to mark this important day in a befitting manner with the theme Reduce, Recycle and Reuse.

“As an environmentally conscious and socially responsible hotel, The Suryaa New Delhi participates in Environment Day celebration to help raise awareness with our employees and guests, for a better future. We feel every individual should take corrective measures to remind ourselves the importance of preserving mother Earth. It is important that we do not forget the need for sustainable practices and practice what we preach.” affirmed Dhananjay Kumar General Manager at The Surya New Delhi.

40 volunteers from the team of ibis &Novotel Bengaluru Techpark contributed to the theme of this year’s World Environment Day, ‘Beat Plastic Pollution’ campaign; an initiative by the United Nations. The hotel ambassadors collected all kinds of plastic garbage in the vicinity of the hotel and distributed flyers to the general public to foster awareness.

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Hotel Business Review

Pushparaj Srinivasan Radisson Blu Pune Hinjawadi has appointed Pushparaj Srinivasan as the Director of Sales and Marketing.

Srinivasan brings with him 12 years of experience in the hospitality industry.

Srinivasan’s areas of expertise include sales strategy and planning, forecasting, business development, customer relations, brand building, marketing, training and performance improvement.

At Radisson Blu Pune Hinjawadi, he will focus on development and implementation of business strategies for the hotel, which are aligned with the brand’s overall mission, vision, values and strategies.

Soumitra Pahari Mercure Hyderabad KCP recently a n n o u n ce d t h e a p p o i nt m e nt of Soumitra Pahari as the new Hotel Manager. In his new role, Pahari will focus on enhancing the overall guest experience at the hotel, and strive to achieve growth in revenues, and to develop a talented and committed team to manage the hotel operations.

Pahari brings with him hospitality experience of close to two decades and has been associated with AccorHotels since 2010.

During the course of his career, he has had worked with prominent hotel chains in India and across the globe.

Vijay Rajiwade Vijay Rajiwade has recently joined Courtyard by Marriott Pune Chakan as the property’s Loss Prevention Manager. Rajiwade has gathered over 17 years of hospitality experience with his association with the Marriott brand only — his earlier assignments being at JW Marriott Mumbai, Juhu and Renaissance Mumbai Convention Centre Hotel.

Rajiwade’s expertise lies in the loss prevention domain of the hospitality industry.

Meena Rewari Park Hyatt Chennai has appointed Meena Rewari as the new Director of Sales and Marketing. In her new role, Rewari, who brings with her over 21 years of experience in the hospitality industry, will oversee the sales and

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marketing efforts of the hotel.

Prior to joining Park Hyatt Chennai, she worked as the Director of Sales and Marketing at Hyatt Regency Chandigarh where she was a key member of the ‘Leadership Committee’ of the hotel’s pre-opening team. Her other experiences include working with The Park, Hyatt Regency Delhi, and with The Oberoi Group.

Girish Bhagat Grand Hyatt Kochi Bolgatty in Kerala has announced the appointment of Girish Bhagat as its General Manager.

In his new role, Bhagat will lead a team of more than 450 associates for the 264-key luxury resort and will be responsible for all aspects of operations at the hotel, including dayto-day staff management and guests.

Bhagat began his career in hospitality about two decades ago in Australia, after completing a course on hospitality management there. Bhagat has been a part of the Hyatt family for about 15 yeras now. He began his Hyatt journey with the pre-opening of Grand Hyatt Dubai back in 2003, followed by stints with Grand Hyatt Muscat and Hyatt Hyderabad Gachibowli.

Pranay Verdia Marriott International has recently appointed Pranay Verdia as a multip ro p e rty G e n e ra l M a n a g e r fo r Courtyard by Marriott Bengaluru Outer Ring Road, Fairfield by Marriott Bengaluru Outer Ring Road, and Fa i rf i e l d by M a r r i ott B e n g a l u r u Rajajinagar.

Verdia brings to the new role over 19 years of rich experience in the hospitality segment. He has been associated with various properties of Marriott International across India.

He began his journey in hospitality as a Front Office Associate at Hotel Sofitel Ummed, Ahmedabad, in 1998.

Saurabh Prakash Radisson Hotel Group has appointed Saurabh Prakash as its new Vice -President, Commercial, Asia Pacific.

Based at the company’s Asia-Pacific headquarters in Singapore, Prakash is a member of the Asia Pacific Executive Committee.

Prior to joining the Radisson Hotel Group in the current role, he was the General Manager and Vice-President, Asia Pacific with TSA

Ap p oi n tm en t s

Hotel Business Review

Solutions, a leading hospitality consultancy and solutions provider, in Singapore.

Balvinder Pal Singh Renaissance Lucknow Hotel has recently appointed Chef Balvinder Pal Singh Lubana as the Executive Chef. Chef Balvinder brings to the new role nearly 10 years of rich experience in managing kitchen and food operations.

In the current role, he is responsible for developing new menus, creating recipes, and constantly reinventing the kitchen while inspiring his colleagues to provide superior food and efficient service to the guests.

Chef Balvinder had worked across multiple dimensions of hospitality such as kitchen operations, food & beverage operations, menu planning and outdoor catering with different high profile properties across the country.

He was earlier associated with Four Points by Sheraton, Ahmedabad as Executive Sous Chef; Courtyard by Marriott, Agra as Senior Sous Chef; Park Hyatt, Goa as Sous Chef; Taj Exotica, Goa as Chef de Partie and with The Oberoi, New Delhi as a Kitchen Assistant.

Ramzy Fenianos Radisson Hotel Group has appointed Ramzy Fenianos as Chief Development Officer, Asia Pacific. He will be based at the company’s Asia-Pacific headquarters in Singapore.

He will also be a member of the Asia Pacific Executive Committee.

In this new role, he will oversee all aspects of the group’s regional development activities, including leading the Asia-Pacific development team in identifying new opportunities to drive growth and strategic expansion of the hotel portfolio.

During his more than 15 years of experience in the real estate and hospitality sectors, Fenianos has held key positions with several major companies, including Dubai Holding Group, Starwood Hotels & Resorts Worldwide and Minor Hotel Group.

Most recently, he was Vice-President, Development, EMEA (Europe, the Middle East and Africa), for Minor Hotels.

Rajesh Gopalakrishnan Rajesh Gopalakrishnan has been appointed as the General Manager for Novotel Visakhapatnam Varun Beach and Varun Bheemli Resort, both in Andhra Pradesh. In this new role, Gopalakrishnan will be responsible for spearheading the overall operations of both the properties, which are owned by Varun Hospitality Pvt. Ltd.

Gopalakrishnan has been associated with AccorHotels since 2005 and was the General Manager of G ra n d M e rc u re Va d o d a ra i n Gujarat prior to this move.

His association with AccorHotels began as the Executive Chef at N ovote l H yd e ra b a d Co nve nt i o n Centre (NHCC) and Hyderabad International Convention Centre (HICC). He began his hospitality career as a Trainee Chef with Taj Coramandel, Chennai and then worked his way up as a Sous Chef at The Leela Mumbai, and Grand Hyatt Mumbai.

His prestigious career includes stints at various renowned properties across India, the Middle-East and the Maldives.

Yojan Das Yojan Das has been appointed as the Guest Experience Manager for Novotel Hotels & Resorts, Goa. In the new role, Das, who brings seven years of experience, will be responsible for team management, business and skill development at the property.

Her core responsibilities will include overseeing and coordinating for various hotel amenities.

During his career, Yojan has been associated with leading hospitality properties like Vivanta by Taj and ITC Sonar Kolkata.

Ramu B. Appointed New Director, Karnataka Tourism Ramu.B, a 2010-batch Indian Administrative Service (IAS) officer, has taken charge as the Director of the Karnataka s tate to u r i s m d e p a rt m e nt .

He said his priority in the new role would be to improve the marketing of Karnataka Tourism.

“I need about some months to study and understand the kind of experience we are trying to market. Be it responsible tourism or adventure tourism, I would really like to market the state to different kind of people,” he said on his appointment.

“The officials of tourism department have prepared some plans and I too have some ideas. We will implement them in the due course which will give boost to the tourism industry in the state,” he expressed.

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Cover Story

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Hotel Business Review

Designed to Attract External factors often influence the mood of a person. Walking leisurely on a beach or sitting in a waiting room at a hospital have obviously different effects on the human psyche. Similarly, the atmosphere of a hotel could attract or deter a guest.

A hospitality property’s lighting, furniture, room arrangements, etc. greatly contribute towards the overall ambience of the property, and also towards the property’s perception among its guests and potential guests.

Ashok Malkani gets the views of some of the hospitality industry professionals to gauge how the hospitality properties can create an inviting environment, which can add to the luxury of the property and give satisfaction to the visitors.

I

n hospitality industry, first impression is crucial to struck a chord among the guests. However, that first impression should not be marred in second, third or even in the nth impression… for guests in the hospitality industry, especially in this age, are becoming increasing choosy and they are armed with lots of choices too.

In the hospitality, the guests’ experience starts with the façade of the property. The exterior of your hotel is, therefore, of vital importance. And once you have got the guest in she/he has to be awed by the lobby.

And it is always better if this awe-inspiring experience continues through her/his stay at the hotel.

We can say that a hospitality property’s

design and décor play a crucial role in making the property the talk of the industry.

Facilitating First Impression Norton Pereira – General Manager, Le Meridien Goa, Calangute averred, “The hotel’s design story and décor has a big impact on the guests’ stay experience – it could be a gateway to the destination that one is visiting. The hotel’s design or décor can introduce guests to lesser-known aspects/history of the destination. Right from the artifacts, to furniture (both style & placement) from furnishings (colours & texture) to lighting fixtures, all these aspects have a lasting impression on the guests’ stay and can impact their decision on revisiting

the hotel.”

“A guest often makes the first impression of the hotel from the lobby and hence it is imperative that the lobby design represents the hotel’s distinct personality.

At Le Meridien Goa, Calangute we call our lobby as the HUB – the purpose being that it enables our guests to convene and converse with each other, share their travel anecdotes and engage themselves in the destination’s unique offerings brought alive through the Hub’s design. While planning the Hub, we have kept in mind that the colour palette complements the space, furniture is cosy – the seating style facilitates engagement; there is ample natural light and the lighting fixtures are contemporary

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while using midcentury styled furniture,” Norton elaborated.

“The design and decor of a hotel can attract guests strongly towards its products and services. The boutique hotel, Sofitel Mumbai BKC, for instance, is a perfect blend between Indian and French cultures, intricately weaving the two together through different design elements. At our luxury property, the offerings are clearly reflective of four brand pillars of gastronomy, culture, well-being and design. The last one plays a vital role in highlighting the ambience and decor of each of our eclectic dining outlets and gives them a different positioning to go along with our gastronomic offerings,” pointed out Shilpa Kosambia, Executive Housekeeper, Sofitel Mumbai BKC. “The lobby at our boutique hotel, Sofitel Mumbai BKC, is a medley of art-deco French and Indian inspirations. Tables, chairs and carpets are examples of art-deco at its best while the reception counter and the fixed seating reflect their design from traditional Indian monuments and symbols; such as the Chakra denoting long-life. The entire area is surmounted by the silhouettes of the hand-made crystal chandeliers that are the crown jewels of the hotel. The stupas in the lobby are positioned perfectly in alignment with the chandeliers to reflect each other and portray the French and Indian mélange,” added Parag Shah, Front Office Manager of the same hotel.

Satyajit Kotwal, General Manager, The Resort, Mumbai asserted, “Interiors play a very pivotal role in guest experience. When you enter any hospitality property, it is the

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Satyajit Kotwal first moment of truth and speaks about the ethos of the organisation.”

“A clutter-free, warm, welcoming lobby attracts guests and leaves a positive impression. We have recently got the lobby of The Resort Malad, Mumbai renovated.

It is minimalistic on furniture and very spacious. We have good usage of see through glass which allows the guest to see lawns outside, and the restaurant from the other side. It feels like one whole space though well compartmentalised,” observed Satyajit.

“The elements of a hotel’s design can bring out the cultural aspect of the area/ destination where the hotel is located. They could be through the artifacts, furniture or lighting, each of which help elevate the guests’ experience and gives them a feel

of the surrounding culture,” opined Sushma Khichar, Director of Operations, Bengaluru Marriott Hotel Whitefield.

“Décor of the hospitality property plays a vital role in guests’ mind. A cheerful and nice ambience is what makes the place very welcoming and vibrant. The décor does not have to be plush or garish but it certainly needs to be aesthetic and visually pleasant. Most importantly, it should go along with your brand and the segment you are catering to,” proffered D. Pratap Singh, Rooms Division Manager at Four Points by Sheraton Navi Mumbai, Vashi.

“As far as the hotel lobby is concerned, I would say that an attractive, nice lobby gives a very welcoming and secured feel to guests and that creates a positive first impression about the hotel. A lobby can be made attractive by various ways like making attractive seating arrangement. Nice looking chandeliers can increase the grandeur. Fine artwork or artifact, great floral decoration combined with lights can surely enhance the attractiveness of the lobby. But apart from all that, what is most important from a guest’s point of view is ease to locate places and easy accessibility. As far as our hotel is concerned, as a select service brand, we might not have that opulent feel to our lobby but our focus on providing more personal attention to our guests compensates for that. The guests receive personal attention as they enter the lobby and they are escorted to their destination by our personnel, which adds a touch of human warmth. In the evening, with the addition of candles and floral decorations,

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Hotel Business Review

the lobby acquires a vibrant and fresh look,” elaborated Pratap.

Green and Classy Features But lobby merely gives an impressive first impression. There are several other aspects to be kept in mind for the overall ambience of the property. Interior design is very important for the success of a hospitality property. Designing of a hotel or a resort or any other hospitality property should be done in a manner so that the guests not only feel comfortable but also get pleased with the aura, inducing them to visit the place again. So what are the different design specifics employed by different hospitality properties to attract the guests?

“At The Resort Malad, Mumbai, there is a lot of importance being given to green features like oversised windows for natural lighting & green walls to name a few. We have managed to blur the indoor-outdoor boundary very well. Lobby is more of a dynamic multi-use space. The creative space segmentation helps in providing intimate and social zones,” claimed Satyajit.

“At the heart of the guests’ experience

Sushma Khichar is the hotel room itself. Our hotel rooms, at Bengaluru Marriott Hotel Whitefield, come with easy functionality and spaciousness, which is apt for both leisure and business travellers. The bliss of natural sunlight pouring in through almost every room is something our guests enjoy and treasure the most,” averred Sushma.

“Interior design adds taste and class to the hospitality business and keeps the guests interested. When implementing

hotel’s interior design, there needs to be a balance between visual appeal and necessary amenities. Visually, this can be done by adding specifically themed colours, textures, and lighting. Also one should try and look into locally sourced materials, recyclable material and sustainable fabric,” pointed out D Pratap.

“Exclusive interiors of a hotel add to the guest satisfaction. At Sofitel Mumbai BKC, every detail is carefully balanced, showcasing the Art de Vivre that Sofitel is known for. Sofitel Mumbai BKC is embedded with stones, shapes and geometry, and the tilted glass work in the lobby and rooms, asymmetrical pillars are some of the features that one can see at the hotel,” disclosed Parag.

“The classic paisley engravings, wall covers and prints that run through rooms, lobbies and corridors reminiscent of Indian temples, art and monuments, the elephantinspired lightings and structures at various locations are few fascinating facets that can be noticed at the hotel,” he asserted further.

“The rooms at Sofitel Mumbai BKC create the feel of a soothing retreat, in the heart

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of the city. The artwork in the rooms is a unique collection of prints under the banner of ‘A Tale of Two Cities,’ which brighten each room, while the use of royal purple adds an additional touch of luxury. The artwork in the room depicts French and Indian aspects that have bright colours depicting red and mauve, which have also been adopted in different areas and furniture within the rooms,” elaborated Parag.

“At Sofitel Mumbai BKC, the bedroom interiors are a perfect blend of French elegance and Indian culture. The bed structure is reinterpreted from the Indian style; with a new concept offering a classic yet modern feel,” pointed out Shilpa.

“Textures, patterns and colours are influenced by the paisley motifs integrated with the French Baroque style to recreate a whole new classic look. The wallpaper features a paisley design originating in Kashmir that is often found on shawls.

The paisley was introduced into Europe by Empress Josephine, the wife of Napoleon, who used Kashmiri shawls as cushion covers at her palace,” Shilpa informed.

“All rooms at Sofitel Mumbai BKC come with luxurious hardwood timber flooring, large bathrooms with oversized tubs, and separate showers. Junior Suites offer spacious surroundings with combined living and sleeping areas. On the other hand, Prestige Suites present a sense of luxury and elegance with their distinctly separate

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D. Pratap Singh

Shilpa Kosambia

living and sleeping areas. Additionally, the magnificent Imperial Suite ensconces guests in a spacious and luxurious interior design; blending the French flair with Indian inspiration,” she elaborated further.

“Further, our trademark MYBED, an all feather bed combined with an extra light down duvet, invites guests to sink in for a restful sleep. The seven layered bed, including the mattress, featherbed, duvet and more, is made from extremely soft materials to ensure guests have a comfortable sleep. Adding to the grandeur, guests are offered a special pillow menu named ‘MyPillow’ that allows them to choose from a variety of pillow options. Be it firm, fluffy or adjustable, the menu provides an array of relaxing pillow options to fit one’s body contours,” Shilpa articulated.

“As representatives of the hotel, the biggest challenge we face is finding the right architect and interior designers whose vision for each facet of the edifice is compatible with ours. It is imperative that we find common ground in terms of themes that we want each aspect of the hotel to portray. Isabelle Miaja, having worked with numerous properties across the globe, has designed every detail to match our theme of a French and Indian cultural mélange at Sofitel Mumbai BKC,” Shilpa affirmed.

Reflecting the Destination “Le Meridien Hotels & Resorts across the

Feb-Mar ’18

Hammer Food & Beverage Business Review

May-June ’18

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Parag Shah globe are known for their design philosophy; they represent timeless European chic and imbibe the culture of the destination to give their hotels’ design story a distinctive edge.

Le Meridien Goa, Calangute’s design story is inspired by two significant points in history – one is the arrival of the Portuguese into Goa, which is widely known and the other is that of the Kunbi tribe, the first settlers of the state,” observed Norton. “ Th e a rtwo r ks i n t h e h ote l a re a contemporary take on the life and lifestyle of the Kunbi tribe. Be it the striking artwork in the lobby that showcases the various ornaments and tools the Kunbi women use in their daily life or the traditional chequered weaving pattern of their sarees that find their way to various parts of the hotel.

Lovely frames in the room showcase the tribal women in their traditional saree with the front-top knot and signature jewelry,” he elaborated.

Lighting, Furniture and Others The layout of the guest rooms, in addition to the colour scheme, lighting and furniture

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choices are some of the aspects that are taken into consideration to create an ambient atmosphere. But these are not all!

It also extends to the bed quality, fabrics, linens, mirrors, hygiene, et al.

“We have received overwhelmingly positive response from our guests on the layout of the rooms. We offer seven different kinds of pillows for guests to choose from so that their sleep experience is not compromised,” asserted Norton.

“I may add that lighting plays a very important role in creating that wholesome experience at the hotel. Hence selection of proper lighting is the key element in interior design of hotels as it enhances everything in a guest room - from the furniture, flooring, fittings to the finishes and textures,” Norton disclosed.

“The light fittings and lamps chosen to compliment the style and décor of the room have potential to give life to the space. Yes, selection of the right lighting can help you achieve a perfect balance between style, comfort and practicality in creating aesthetically beautiful yet functional interiors,” he added further.

Sushma avers that furniture and lighting play a prominent role in creating an attractive room. “Furniture matters the most when designing a space as along with its functionality, they go well together during the space-planning phase of the interior’s design. The furniture can bring a different aura to the room. Well-designed furniture can exude class,” Sushma conveyed.

“Furniture too plays very important role in the ambience and décor. However, one has to keep in mind, more the furniture less the space for guests and more turnaround time for housekeeping. We don’t have much

Norton Pereira furniture at our resort; we only keep very basic furniture as required. Bed, sofa cum bed, balcony furniture and study chair. Both comfort and functionality are being kept in mind,” articulated Satyajit.

“The guest room is incomplete without its radiant ambience. Incorporating the right lighting is essential in elevating the ambience of a room,” Sushma noted further.

“Lighting changes the ambience of a room just as it does the perceived size of a room. Placement and type are crucial facets of interior design, and they work in conjunction with colour selections, room size, availability of natural light and furniture selection. The elements that come together when the right lighting is achieved can transform a room into a seamless combination of functionality and style,” Shilpa maintained.

“Lighting is the key to creation of perfect ambience. It has mood inducing ability, making it a great tool not only just for illumination but for the décor as well,” Satyajit affirmed.

“Great lighting, comfortable & modern furniture, spa like bathroom features, blurring of indoor & outdoor boundaries have worked the best for our property. We, being a resort, it was very essential for us to allow the nature to pour in to the rooms, restaurant, lobby, etc.,” pointed out Satyajit.

“A hotel room definitely needs to be attractive. A guest who is visiting a hotel, be it for leisure or business, should feel relaxed and nice when in the hotel room, throughout her/his stay at the hotel. An attractive room is where you have something good and eyecatchy, for example, a classy painting on the wall, well-kept huge curtains, designer carpets, attractive toiletries, an artifact.

Most importantly, a well-organised and well cleaned room also adds to the pleasure of the stay,” disclosed D Pratap.

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“Lighting can be an effective means to make spaces seem larger than they are in reality. Both, natural and man-made lighting, facilitate with the illusion of space. Even strategically placed mirrors can do the trick by capturing light and reflecting it through the room. Light coloured walls mixed with warm lights can create the feeling of a large yet inviting space. Dimmers may also be a good route to enable guests to adjust to their lighting preferences, with lower light closer to bedtime and full light when doing work,” Pratap pointed out.

Digital Savvy In a digitally saturated world of marketing how do the hospitality properties manage to get the message across that the ambience in their property is par excellence?

“The answer to that is investing in good photography and rich website content, ensuring that the hospitality property’s unique design elements as one of the salient features being listed,” declared Norton.

“This is very simple. Hospitality properties need to have the best high-resolution images uploaded on every online channel. These images have to be 100 percent true to the reality,” Satyajit stated.

“Since these days bookings are done online, a large number of guests rely on online portals that display the details of the hotels along with the photographs. We thus ensure that our latest high quality images are always updated online through our website and other social media platforms so as to give the guests an insight to the hotel area. This helps immensely in promoting the hotel as well,” disclosed D Pratap.

“360 degree images and high resolution images of the hospitality properties make it very easy for guests to picturise the designs of the properties they are looking at. It is our endeavour to ensure that Sofitel Mumbai BKC is portrayed at its best on all booking portals across all verticals – whether be it rooms, restaurants and banquet venues. Social media also plays a major role in attracting guests. At Sofitel Mumbai BKC, each facet and corner of the hotel has distinct designs and own story to tell. We make use of platforms such as Facebook and Instagram to convey these tales, which guests can relate to on their visit – whether it be for a stay, spa therapy or even for a dining experience with us,” explained Parag.

It is true that a hospitality property’s room photographs often make guests want to check-in at the concerned property. It is therefore important for owners of hospitality properties to highlight the distinct design and decor of their rooms through the photographs online. This initiative is likely to induce more guest inflows at the property. n

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Hotel Business Review

Business

Work-life Balance Improves Hospitality Continuous contact with customers and long hours make working in the hospitality industry strenuous. Employees have to be on their toes, charming and fresh, irrespective of whether the employee has just reported for duty or is continuing in the double shift. In this industry, service with a smile is the maxim, irrespective of whether she/he is overworked or tired.

The problem does not end there.

Many a time due to work related fatigue, a great many of the employees in India’s hotel industry couldn’t give adequate time to family and social life. Ashok Malkani takes a look at how the hospitality industry can help in tackling the work-life balance issues.

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Business “Choose a job you love, and you will never have to work a day in your life” is what Confucius is believed to have said. But does this hold true when your work-life balance goes for a toss? According to the latest statistics available, about one-third of full time workers struggle to keep their professional lives from dominating their personal lives.

This is nothing new for India’s hospitality industry but it is not good news either.

According to some statistics, two of the top five reasons why people quit their jobs is because of lack of work-life balance.

But if you can promote work-life balance within your team, you will have achieved a milestone. Not only will you receive more applicants for jobs, but those you have been already hired will stay in their positions longer.

One of the reasons for the employees not being able to maintain work-life balance in the hotel industry is because the industry has 24/7 operations. The work force thus has to be on its toes 24 hours. Many workers in the hospitality industry work not just through the night, but on the weekends

Hotel Business Review

abnormal like the evening, break and graveyard shifts when the employees are expected to travel back home at odd hours.

Although, hotels in India provide home drops for ladies working in late shifts, such service is generally not available for men, in India’s hospitality industry. Therefore sometimes employees staying far prefer to wait back in the hotel till early morning which further reduces their break timings.

Tackling Work-life Problems

Vikram Sharma and holidays as well.

It is rightly said that the hotel industry never sleeps. In such a scenario it is imperative that the employees work in varied shifts. Work shifts may change on daily or weekly basis. Often the employee is never sure of his/her shift for the following day, and thus he/she cannot plan for any personal commitments.

Moreover, sometimes the shifts are

All these are responsible for an unbalanced work-life in India’s hotel industry. The hospitality properties have to tackle these issues in their respective ways.

Vikram Sharma, the Director of Human Resources, The Westin Pune Koregaon Park asserted, “While being operational 24/7, the hotel operations are divided in shifts like some other service industries — aviation and health care to mention a few. With us, the shifts are well-planned in advance. The associates are assigned different shifts at regular intervals. This helps our associates to plan their work and personal life better.”

“I would not deny that at times the

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Hotel Business Review

working hours go beyond the stipulated 9 hours of work shift because of the nature of business that we work in. We have a six day off in a month policy against the norm of 4 day off. This helps our associates to spend more time with their family,” he added.

“The company has a beautifully curated program called ‘Take Care’ program, which focuses on the overall well-being of our associates including physical well-being, career well-being, financial well-being, emotional well-being. Under each of the well-being pillar, regular engagement activities like fun games, mediation classes, health camps are organised to keep our young workforce focused and energised,” pointed out Vikram.

“Working long hours do affect the family life of individuals and this is specifically true when one speaks of festivals. The employees would definitely like to celebrate the festivals with family and friends. However, our hotel is aware of these problems and we provide special lunch and dinner menus pertaining to the type of festival or occasion. This creates festive vibes among the employees, bringing cheer into their lives. Also, when it comes to working long hours, we provide breaks between shifts to the employees, which provide them with rest and relaxation, thereby energising them to execute their duties efficiently,” elaborated Glen D’Souza, HR Executive of The Mirador Hotel Mumbai.

“I feel the hospitality sector in India has matured over the last decade. Worklife balance is being talked about like never before. There is a lot more focused approach on engaging the associates to have increased productivity rather than rewarding associates who spend more time at work,” Vikram observed.

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“The simple strategy to prevent working staff from overworking is to keep a tight check on the working hours. This helps us, at The Westin Pune Koregaon Park to maintain the work-life balance,” he pointed out.

“Whenever we feel stressed out or in a confusion, we prefer speaking to someone, which makes us feel better. At The Mirador Hotel Mumbai, we encourage this practice.

We encourage our staff to speak up about situations and challenges faced in the form of debate competition or in interdepartmental meets, which enables us all to express ourselves with each other and work on areas of improvement. We also encourage our staff to bring their families to workplace during our annual day function or when we have low occupancies, which motivates employees and helps in maintaining a work-life balance,” averred Glen.

“The nature of work within hotels typically includes hard deadlines, unexpected interactions with guests, long working hours, working in shifts, problems with coordination of work between different departments. Owing to these, associates do find it a bit difficult to maintain a perfect work-life balance and it affects

their life at home as they can’t give quality time to their family due to their work commitments,” disclosed Sameer Norohna, Training Manager, Sheraton Grand Pune Bund Garden Hotel.

“At our hotel we provide a holistic development approach while training our associates, which facilitates them to multi-task and work with SMART (SpecificMeasurable-Achievable-Realistic-Time Bound) goals in mind. This enables them to give their best and focus on what is expected from them rather than dealing with ambiguity,” he observed.

“At Sheraton Grand Pune, we have tried to increase our gender diversity and women workforce by not having night shifts for our female associates, thereby facilitating them to maintain a work & domestic life balance.

Also we ensure that the departmental rosters provide adequate rest & rotational shifts for all associates without any bias,” informed Sameer.

Cause of Attrition This imbalance in work-life is believed to be one of the causes of high attrition rate in India’s hospitality industry. Work-life balance is expected to play a crucial role in controlling the attrition rate in hospitality properties in the country, especially among the women employees.

Employees in the hospitality industry are at times asked to work for more than 12-14 hours per shift due to business operations.

Due to this the stress levels of most of the associates in the hotel industry is high.

Jaded and frustrated employees then look for prospects in other industries which offer better work-life balance.

Due to the long working hours in the hospitality industry; most of the employees prefer to rest after their long shift so that they could be fresh for their next day’s assignment. However, due to the round the

Business clock nature of the industry; sometimes employees have to even work on certain national holidays and even on days of festivities. All these give little room for family life.

However, Glen rebuts this as far as his hotel is concerned. “At The Mirador Hotel Mumbai, we ensure that employees are shown flexibility in shifts and working hours, and every staff gets an equal opportunity to be in each shift. Every month end we have certification of the month for employees based on long working hours and attendance, which actually helps in recognition of an employee’s effort,” he affirmed.

“I would suggest that hotels should make it mandatory to have at least 6 days off in a month, instead of 4 days, as in other industries,” Glen pointed out.

Vikram disagrees with the view that night shifts encourage attrition. “I seldom remember a discussion with an associate wherein one mentions changing shifts as a reason for leaving the hospitality industry,” he asserted.

Team Work One way to test whether work-life issues are affecting your staff or not is by conducting

Hotel Business Review

Sameer Norohna an engagement survey. Flexible working and job-sharing are two ways which can help in work-life balance. Team work is another way of easing the problems of the employees and facilitating work-life balance.

Vikram says that team work is not only essential for the hospitality industry but for all industries. “As far as the hospitality industry is concerned, to create an everlasting impact on our guests, it is

imperative that we create exceptional guest experience at each interaction. This is only possible with team work,” he conveyed.

“As is the practice at all Marriott hotels, we, at The Westin Pune Koregaon Park focus a lot on creating an environment to support each other. It all starts with believing in each other and moving together towards the same objective,” he maintained.

“Our associates have an opportunity to cross train in any other department of their choice. This helps the associates in developing their skills and also creates a workforce that supports each other at the time of need,” Vikram pointed out.

“In fact, our hotel associates are divided into houses. Each house has associates from different departments and across levels. The houses compete amongst themselves through competitions organised throughout the year within the hotel. This helps in creating a bond amongst associates regardless of their department and nature of work,” Vikram disclosed.

Glen too concurs that team work is essential for the hotel industry. “Measures taken by The Mirador Hotel Mumbai in this direction are conducting team building / group activities like cricket matches and

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Hotel Business Review

cooking contests, employee birthday celebrations each month and team lunch/ dinner,” he asserted.

“Team work is essential as it not only eases the work of the employees but also facilitates guest satisfaction. Training for core functions of job, and catering for individual differences encourages team work. Team work is very crucial in eliminating or reducing work related stress,” averred Sameer.

Promoting positive working relationships t o avo i d co n f l i ct a n d d e a l i n g w i t h unacceptable behaviours such as bullying and harassments at work are the relationship part of team building. We, at Sheraton Grand Pune, have a strict grievance redressal system and also an internal complaints committee which deals with unfair or

unethical treatment at our work place,” Sameer elaborated.

Company-employee Relationship There is a greater diversity of employee relations practice within India’s hospitality industry than it was say about two decades before. There is evidence of development of more formal, soft HRM-style practices, particularly amongst larger establishments.

“The dynamics of the hotel industry with extended working hours, changing shifts, dealing with different types of guests, takes a toll on the associates. Our associates being our internal guests, need to be satisfied and motivated too to come to work and provide exceptional service to our external guests,” affirmed Sameer.

Tips for Work-life Balance Yes, to offer guests the best possible services, the employees, or the associates, have to be alert, helpful, satisfied and on their toes. For all these, the creation of work-life balance is essential for your team. And this can be done by: • Creating openness so that employees can speak up if they feel they have an unrealistic workload • Training your managers so that they can spot stress and poor work-life balance, and also give them tools to develop better systems • Identifying elements of practice, policy or culture in your company that may be detracting from a healthy work-life balance • Considering using an electronic time and attendance system to monitor long working hours • Regularly monitoring performance indicators, such as sickness, absence and staff satisfaction • Allowing staff to attend counseling and support services during working hours and consider providing a confidential helpline • Encouraging activities that promote health – for example, lunch time exercise or relaxation classes • Providing work schedules weeks or months in advance so that staff can plan their lives • If staff work long hours, offer them a shorter working week or regular threeday weekends • Understanding the different pressures of each department and drawing up rotas that ensure staff get adequate rest.

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Motivation through employee engagement activities help in strengthening work-life balance as then work tends to become much more enjoyable than a mundane job. Training is also helpful in this regard.

“Sheraton Grand Pune has a number of employee engagement activities, monthly associate birthday luncheons and an open door policy, which encourage our associates to feel free to voice their opinion. Through training, we ensure their development and address their job specific needs by providing them the necessary learning opportunities.

This enables our associates to give their best and feel motivated to come to work,” he conveyed.

“Loyalty is important and how you take those first steps towards building long lasting loyal relationships with each other and also with the hotel guests is of vital significance. We believe the loyalty building effort starts with our associates. If they feel the same emotional connection that we want our external guests to feel, then we believe they will find it easier to create the same positive experiences that our guests are seeking when they come and stay with us,” Sameer iterated.

“Guests seek an emotional bond; a Go Beyond the basic foundational & memorable service components that lead to delight during their stay. We encourage our associates to build loyalty with our guests and help deliver exceptional service,” he aired.

“We influence our employees by firstly inculcating our hotel’s vision, mission, and values. The hotel also creates a better rapport between the employees, the management and the guests by conducting training programs, creating a friendly and healthy work environment and sharing feedback and suggestions for areas for improvement,” Glen proffered.

“Every employee at our hotel is looked after on a departmental and individual level with inputs on grooming, personal

Business

well-being, the right values and also on the rewards towards guest focused work. We create a friendly environment so we know what are the needs and requirements of our employees.

In return, our employees are self-motivated towards achieving organisation goals. We are a family,” Glen explained.

“At The Westin Pune Koregaon Park, as at all Marriott Hotels, the core value of ‘Putting people first’ has helped us to drive the company’s success. The focus at Marriott has always been to develop and nurture talent from within,” Vikram asserted.

“The first three months of a new team member are very critical for us. This is the time when the new recruits are assigned a buddy to familiarise them with the culture of the company. A structured induction and orientation program gives sufficient time for a new hire to settle in the new environment,” he explained further.

“Especially, the first week for the new employees is very critical, as in this period one observes and creates impressions about the workplace which last for a long duration of time. At Marriott hotels, we have dedicated induction programme for three days on joining, followed by discipline specific orientation program for all the new joiners. The program educates the associates about the history, core values and beliefs of the company. The policies are shared in a transparent manner to avoid any confusion or doubt among the mind of associates.

Session on career development is accepted with great interest.

Needless to say, it involves a lot of interaction and fun activities with the new joiners. It is the perfect time to create a sense of belonging with the team,” Vikram disclosed.

“We believe creating positive moments of truth for our guests start with our associates. We adhere to the maxim: Take care of your associates and they will take care of your guests. It is very important to have a constant dialogue with the associates to understand their expectations and make genuine efforts to meet those expectations. In addition to this our wellstructured training programmes help our associates to add value and develop them into future leaders,” Vikram maintained.

“Building trust is the key to build loyalty amongst associates.

This is only possible by clearly defining the vision of the company and the expectations out of them. Clarity on defining the job role, future growth prospects, are crucial to an associate. The easiest way is to be open, fair and honest while discussing a problem with the associates. Respect and trust your team and you will get the same in return. If you make a mistake, apologise and admit you were wrong. This will allow associates to relate better, and they will appreciate your honesty,” he elaborated further. n

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For Spirituality, Heritage and More

By Swarnendu Biswas

A

mritsar is world renowned for its Golden Temple which is formally known as Sri Harmandir Sahib. It was designed in 1589 by the fifth Sikh guru, Guru Arjan. The temple houses Adi Granth, the holy scripture of the followers of Sikh religion.

But it is not the only place for which the destination is known for or should be known for among the domestic and inbound tourists. The city is not only a haven for religious tourists but lovers of history can also find lots of interest in Amritsar.

Spirituality and History Amritsar is a historic city where you can still hear the resonance of the helpless screams across the quiet Jallianwala Bagh, as you come to visit the memorial in the public garden, constructed in 1951 to commemorate the ghastly massacre of unarmed innocents by the notorious Brigadier General Dyer in 1919. Yes, you can, if you choose to hear with your mind…The bullet marks on the walls still remind us of the horrific chapter of our freedom struggle.

While visiting Amritsar, it is also not wise to miss the spectacular beating retreat on the Wagah border. “Amritsar has great potential for tourism as it has long history, spanning through Mughal era to the colonial

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era. The city has so many less explored places which have traces of those time lines,” informed Vikram Singh, the General Manager, Country Inn & Suites by Radisson, Amritsar, Queen’s Road.

The General Manager also talked about the mythological flavour around the city.

Ram Tirath Temple, located 10 km from Amritsar, is believed to be the place where the ashram of the mythical sage Valmiki was located. Valmiki is believed to be the writer of the epic Ramayana. The place is also regarded as the birth place of Lav and Kush, the sons of Rama.

On the west side of the Golden Temple one can find the sacred shrine of Gurudwara

Mata Kaulan, which can also be of interest to a great many followers of religious tourism, and also of lovers of history and heritage. The memorial was named after Bibi Kaulan, a holy lady who was born and raised a Muslim but later became a faithful disciple of Guru Har Gobind.

Exploring Rural Tourism For shopping enthusiasts, a visit to the Hall Bazar of Amritsar; characterised by its Mughal style gate, can be an interesting experience. This market is especially famous for electronic items, ornaments, handicrafts, and ready-made garments. Here you can get some quality books for accompanying

Feature

with your travels too.

Of course, visiting the lush green abundant fields not far from the city, where one can get a kaleidoscopic view of the simple and rustic lifestyle of rural Punjab first hand, can fascinate many city-bred people interested in rural tourism.

Singh disclosed that Country Inn & Suites by Radisson, Amritsar, Queen’s Road had introduced packages covering all sightseeing options of Amritsar. “Besides these we have a village tour package where the guests get to spend entire day at a village and watch the lifestyle of farmers. They come to know how the farmers do farming, what techniques they use in farming, how many hours they work on field, and how they opt for organic farming into their agricultural system, etc.

The tourists also get to view village games and dairy farming experience,” elaborated Singh.

The Right Address The fact that Country Inn & Suites by Radisson, Amritsar, Queen’s Road is located just one-and-a-half kilometers from the Golden Temple, and one kilometer from the Amritsar Junction gives it appeal among tourists. Featuring a beautiful rooftop

Hotel Business Review

or an intimate boardroom meeting with important clients, the Country Inn & Suites

by Radisson, Amritsar, Queen’s Road has the space you need to impress your guests.

Amenities on site include audio-visual equipment, Wi-Fi Internet connectivity and a business centre with photocopying, printing, fax and courier services.

Impressive Connectivity

Vikram Singh pool, one restaurant, one coffee shop and four conference halls, and having a fitness centre with a sauna, the hotel presents ideal staying option for vacationing families and business travellers alike. Jallianwala Bagh is also only 15 minutes drive from the hotel.

For business travellers to Amritsar also the hotel is quite appropriate. Events hosted at the Country Inn & Suites by Radisson, Amritsar, Queen’s Road benefits from world class professional staff who attend to every detail. Whether you are hosting 200 people for a grand social gala

According to Singh, “The city of Amritsar is developing as a tourism hub of Punjab.

Amritsar has the presence of an array of renowned hospitality brands, which reflects the city’s tourism appeal.

“Amritsar’s tourism potential is also reflected by the fact that Sri Guru Ram Das Jee International Airport in Amritsar has airline connectivity to international destinations, which are Birmingham (the UK), Kuala Lumpur (Malaysia), Singapore, Tashkent (Russia), Dubai, Ashgabat(Turkmenistan) and Doha(Qatar). Amritsar has domestic air connectivity with Delhi, Mumbai, Bengaluru, Pune, Nanded and Srinagar.

Need to Address However, Singh pointed out that still infrastructure and traffic were major issues in the city. “These issues need to be addressed by the government/s, so that tourists do not face problem in this regard during their visit to the holy and historic city,” he maintained. The airline and rail connectivity to Amritsar also needs to be strengthened further.

Singh also emphasised on direct airline connectivity of Amritsar with Gujarat, as people from this state come to the city in huge numbers. “The Golden Triangle is perhaps the most popular tour package in India, and I request Union and state governments and travel agencies and tour operators to add Amritsar as extension plan in that package,” he asserted. n

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Focus

Hotel Business Review

Fostering Passion for Guest Service

By Sharmila Chand

What are the distinguishing factors of Novotel Lucknow Gomti Nagar Hotel?

Raj Singh has over two decades of experience across a broad spectrum of hospitality functions, in various cities.

He specialises in hotel operations, and has been the General Manager for prominent hospitality brands such as Ramada, Fortune Hotels and Choice Hotels during his career.

Presently as the General Manager of Novotel Lucknow Gomti Nagar Hotel, his responsibilities include managing every aspect of the hotel, ranging from formulating budgets to meeting overall targets to retaining team members and guests. The excerpts of the interview with the seasoned hospitality professional follow: 40

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What sets us apart from other hotels in the city is our ‘Express Check-In’ facility for all our pre-booked guests, which reduces their hassle.

Another distinctive service we offer is complimentary accommodation and breakfast for two children below the age of 16 years; who are travelling with their families.

Moreover, the hotel’s contemporary layout makes it stand out from the other properties in Lucknow. At the same time, the chikankari inspired jaali work in the hotel lobby reflects the city’s rich culture.

We are also able to give guests a localised experience since majority of the hotel’s staff are from the city itself, and we are always eager to help guests make the most of their stay with us by guiding them to the right places.

We also have the advantage of being strategically located in the heart of Lucknow’s emerging business district and corporate hub – Gomti Nagar.

The fact that we are part of the French hospitality major AccorHotels, is a prominent distinguishing factor in itself. Through our ‘Born in France, Made in India’ approach we ensure that the guests staying with us enjoy a home away from home experience.

We pride ourselves on our popular and extremely successful global loyalty programme – LeClub AccorHotels with close to 39 million loyalty members worldwide.

In addition to our loyalty program, our initiative called ‘Heartist’ is designed to put people at the heart of everything we do.

The programme encourages employees to be the masters of the art of hospitality and delivering customer service from the heart.

What are the hotel’s tech-friendly features?

Virtual Concierge is an example of our tech-friendly features. At our hotel, guests may access this facility through a touchscreen panel installed in the centre of the hotel lobby.

Through Virtual Concierge they can obtain information about the neighborhood, the brand, the hotel, along with detailed recommendations of places to visit in the city, the weather and also flight schedules.

Moreover, they can send virtual postcards to their loved ones through this digital platform. We also have an interactive desk for digital gaming and a play station in-house, which is extremely popular with guests across various age profiles.

Please tell us about the green initiatives the hotel has undertaken In keeping with the spirit of sustainable development, we have equipped the hotel with energy efficient air-conditioning systems, which allow us to conserve energy without compromising on cooling and guest comfort.

We have also encouraged consultants to design the hotel’s building by taking solar orientation into consideration. This helps us in being energy efficient by decreasing our electricity consumption during the day through efficient lighting systems.

We have also made notable efforts to help clean the Gomti river and will continue with our efforts into the future as well.

Focus

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

We have employed a mix of both direct and indirect marketing strategies that include promotions on social media, leveraging customer testimonials, and the use of print media.

We have also participated in cross promotional activities by being a part of events involving Bollywood celebrities.

However, we feel that no marketing initiatives or tools can compare to the power of word of mouth.

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

Food and beverage offerings in hospitality properties across India are slowly becoming crucial revenue generators and some suggest that they even have the potential to make or break a hotel. Food and beverage play critical role in our daily hotel operations.

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

I think what sets us apart in terms of our food and beverage offerings is not only that we bring French food to Lucknow, but the fact that we also specialise in the local delicacies as well.

Could you reflect on the future plans and new initiatives you wish to undertake in the hospitality property where you are presently engaged in?

We are actively involved in efforts to clean the Gomti. Not only does the river have deep religious significance, it is also a major source of water for the city, thereby acting as a lifeline for the people of Lucknow.

Apart from this, we are also working towards making our operations more environmentally sustainable by going paperless.

What is the most crucial issue to tackle in the Indian hospitality industry, these days?

A critical issue to tackle in India’s

hospitality industry today is finding the right talent and being able to retain them.

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

What I enjoy the most is the fact that being a General Manager of a hotel is always a learning process. No two days are alike for me and the dynamic nature of the industry keeps me going.

What do you think makes for a good GM of a hospitality property?

A good General Manager is someone who leads from the front. The job profile of a General Manager of a hospitality p ro p e rty e nta i l s ove rs e e i n g eve ry function related to the property, from room cleanliness to security of guests.

His/her job is to keep the property running smoothly, all the while handling problems with a patient and pleasant attitude to keep guests and employees happy. Having a decisive and clear approach towards problem solving and ensuring the happiness of both employees and customers are important qualities that a successful General Manager of a hospitality property must possess.

What is your strength/s, professionally?

I believe my strengths lie in being able to predict business challenges and reach or adapt the hotel operations according to them to ensure we operate seamlessly.

How do you de-stress?

I find cooking to be very therapeutic and read novels to de-stress.

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

I a m s o m e o n e w h o b e l i eves i n leading from the front. Over the years as an hotelier, I have also learned that it is important to listen to your team and your guests to provide world class experiences and ensure a harmonious work environment.

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Technology

Hotel Business Review

Hospitality Enhances with Digital Edge

By Swarnendu Biswas

T

echnologies are significantly changing our lives and the industries, and India’s hospitality industry is no exception to this all pervasive trend. Several facets of digital technology are influencing guests to select a hospitality property, are influencing guests’ satisfaction levels within their stay at the property, and are also influencing in permeating guests’ feedback about the property across the globe, after they have left the concerned property.

One obvious example of the role of digital technology in hospitality is of a potential guest browsing through various hotel websites before online booking of room/s of a particular hotel; a hotel whose information and presentation of content on its website matches her/his criterion.

In fact, online hotel booking is no longer an emerging trend in India’s hospitality industry; it has already gone mainstream.

According to a Google India-BCG report titled Demystifying the Indian Online Traveller, by 2020 one in three hotel rooms

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May-June ’18

in India will be booked online. According to the same report, India’s online hotel market will grow to 4 billion USD by 2020, with 31 percent penetration, at a CAGR of 25 percent. It goes without saying that abundance of smart phones is one of the important factors facilitating online hotel booking in the country.

Soft Copy of Hotels And a person booking online is very much likely to browse through various hotel reviews and hotel websites before arriving at her/his choice of the hotel.

“We want to gauge our market at every stage of the guest journey, especially in the planning stage. Today’s guests also make spontaneous travel plans when on the move and book tickets & hotel rooms over their phones, thereby making the need of a relevant website that is mobile optimal extremely vital to increasing our chances to be their hotel of choice,” explained Ajith Nair, DOSM of Novotel Imagica Khopoli.

“Our website plays an important role in driving footfalls to our hotel and we regularly keep it updated. We are currently working on revamping our website to update it with the latest photos, and introduce a few new-age technologies like virtual tour, etc.,” disclosed M Balaji, CEO, Clarks Exotica Convention Resort & Spa, Bangalore.

“The hotel’s website immensely helps in shaping the credibility of a hotel. It also enables guests to take a virtual tour of the premises to get a feel of the interiors and exteriors of the hotel. It makes it simple for guests to acquire information like room tariffs, amenities, and offers. Hotel websites also help in increasing accessibility for guests in terms of online reservation, reviews and deals,” opined Pankaj Saxena, GM, Radisson Blu Pune Hinjawadi.

“Efficiently managed websites can be a great medium for building client relationships, promoting the hotel brand, retaining customers, and encouraging repeat visits. They enable managers to easily

Hotel Business Review

Pankaj Saxena reach out and be in touch with potential and repeat guests on a personal basis,” he added further.

We can see that today hotels and other hospitality properties need to present not only attractive and reader-friendly text and visuals through its website, but the text should be SEO friendly too so that the concerned website can reach among the top ten positions through Google searches.

Engaging Social Media In today’s scenario, the guest reviews of hospitality properties on websites like TripAdvisor, and on different social media platforms, as well as the information and presentation of content on the hospitality properties’ website have gained more importance than ever before. We can also easily infer that in this post-modern digital

Amit Kumar

age, a hospitality property’s past guests do have the potential to influence the inflow of its future guests like never before.

In fact, because of the global reach of digital technology, now the satisfaction or dissatisfaction of even a single guest, if rightly articulated through a crisp review on the right online platform, has the potential to significantly influence the bottom lines of a given hotel or any other hospitality property.

Thus in the digital age, a single guest is expected to be much more important for the hospitality industry than it was say two decades before. We can infer from this that further maturation of new-age technology is expected to strengthen the age-old value of hospitality for the industry even further.

Not only in the realm of geography the world is round, it seems to be round also in the realm of hospitality.

There are of course, other applications of social media for the hospitality industry. It has now emerged as a useful marketing tool for the industry. “Social media portals are more of a selling tool than mere promotional vehicles for us; we utilise Instagram & Facebook to not only interact with our clients and potential clients by updating them with our latest promotions which may catch their eye, but also encash via these promotions, resulting in positive sales,” Nair observed.

“We also work towards engaging our past guests, guests staying with us, and our potential guests through social media platforms by talking about what is happening at the property and disseminating information on the latest offers we are running,” pointed out M Balaji.

“The marketing of a hospitality property through social media has been gaining ground in recent years. A hotel’s social media strategy has to go beyond posting room rates and discounts. It is about what users wish to see and know rather than what we, as hoteliers, want to update online.

A hotel’s social media marketing ideas can range from the basics to the most innovative as hoteliers need more than just visibility online,” proffered Amit Kumar, GM, Courtyard

by Marriott Pune Chakan.

“Reviews, shares from users, comments are useful to define the hotel brand and its offerings. When planned well, a hotel’s social media campaign can give a massive boost to its revenue and brand presence,” observed Kumar.

“On social media, we run thoughtful campaigns that catch eyeball and increase

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SERVING THE INDUSTRY FOR OVER 2 DECADES

Technology the interaction level with our audiences on the platform. Recently, we are hosting a campaign by the hashtag #AssociateTalent where we are showcasing talent of as many associates we can in a humorous way. This campaign has gained a lot of engagement from our audience, and interaction. This is an ongoing campaign,” explained Kumar.

“Social media helps hospitality properties to build and maintain relationships,” aired Saxena. He couldn’t be more right.

Hospitality properties can and do make smart use of social media platforms to create and maintain a close and friendly relationship with their present customers, potential customers and past customers.

“They provide the perfect platform to represent your brand directly to the client and create a transparent and honest relationship by responding to their posts on Facebook, Instagram and Twitter. It is a very personalised way to relate to clients which facilitates to create trust in the brand and service,” Saxena explained.

However, the role of websites and social media are more useful to cater to the future and past guests, though they can also be used by the guests to air their satisfaction, grievances, etc. while staying at the property too. But the future and past guests lose meaning if the present guests are not satisfied.

New-age Initiatives The role of technology in furthering guest satisfaction is much evident across India’s hospitality industry. Here guest satisfaction means catering to the satisfaction levels of ‘present guests’ that is those who are staying at a hospitality property in a given period of time, and not future or past guests. For example, sophisticated digital technology has now enabled hotels, resorts and other hospitality properties to save guest preferences, which then can be used to tailor customised experiences for the repeat

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Hotel Business Review

regions, markets, businesses and occupancy rates. Our hotel also uses latest technology with respect to fire and safety procedures.

Systems like organic waste converters for recycling food wastage, sewage treatment plant for waste water management help us to use recycled water for gardening, resulting in great resource savings,” Saxena added further.

Knowing Your Guests

M Balaji guests to the same property.

“Keyless room entries with just one swipe of a magnetic key card, to a seamless integrated reservation system that also enables us save guest preferences, thereby giving us a chance to provide customised services in the future, are some of the practices followed at our hotel,” affirmed Nair.

“Incorporation of these technologies has helped us work more efficiently, enabling us to deliver seamless services to our guests, resulting on a positive impact on customer satisfaction,” he added.

“Technology helps us not just to make internal processes simpler, but also to enhance guest experiences at our hotel.

Accordingly, we have installed software like Oracle’s OPERA that enables us to update guest history to understand their preferences. Our One Touch Services act as a singular contact for all our guests’ needs.

The Viscas ID scanner reduces the check-in time significantly,” asserted Saxena.

“Our seamless connectivity with Global Distribution Systems, Revenue Management Systems helps us to generate reports using various points of information such as

Prior knowledge of your guests’ preferences and dislikes can greatly facilitate the hospitality properties in offering customised services. And customised services are the need of the hour to cater to the discerning guests of today’s hospitality industry.

“Delivering customised service to every guest is our top priority as personalisation is what helps us stand out of the crowd & encourages our guests to come back for more. And to do so it is extremely vital to have a systematic database of all our guests’ preferences which is mentioned by them while either making a reservation with us or during any time of their stay,” elaborated Nair.

“This not only helps us to make their stay with us personalised to their needs but also helps us remember them when they revisit us, thereby facilitating a positive image of the hotel & its services,” Nair pointed out.

“We save guest preferences of all our guests in the state-of-the-art OPERA software which helps us to access their past stays. For a new guest, preferences such as non-smoking room, higher floor, king bed, garden view, etc. are noted and processed in the system,” noted Saxena.

“We are using advanced technology to monitor guest feedback. Unlike most places, our software allows guests to share their feedback / issues real-time through WhatsApp. This makes it convenient for guests to share their feedback and hence we are generating more data for analysis.

Also, the real-time feature ensures the issues are addressed by our team immediately and this facilitates the guests to leave the resort knowing that we care,” asserted M Balaji.

“Most of our guests are from MICE events and hence capturing their data and using them is a bit challenging. However, we do keep track of our repeat guests’ preferences in terms of food and beverage.

We have a specialised pillow menu which gives our guests to choose from a variety of pillow options to have a good night’s

Technology

Ajith Nair sleep,” M Balaji elaborated.

Emerging Robotic Age? The rapid advances of the electronic and digital age during the present times have given ample room to the possibility of application of robots in India’s hospitality industry of the near future.

Transformation to reality of such a possibility seems to have both positive and negative impacts for the industry.

The use of robots in hospitality industry can enhance productivity and efficiency, and lower costs of day-to-day operations of properties, but at the same time lower personalisation in some cases and also compromise on the human subtleties. All these factors are necessary requirement in today’s hospitality industry.

M Balaji seemed very enthusiastic about the usage of robots in India’s hospitality industry. “Our industry is all about providing personalised services. In order to achieve this, opting for robots is ideal since through them database can be easily captured along with guest preferences. Also processes that take time like, check-in, check-out, placing order in a restaurant, cooking , checking for hotel or city information, etc. can be significantly quickened through robots,” he maintained.

However, he pointed to the flip side of this innovative exercise too. “On the other hand, the warmth of the smiling faces that greet a guest will be missing if robots are adopted across the industry. Also, not to forget the breach on privacy and data will be a major concern if robots are adopted across the hospitality industry, and technological security will also have to be drastically improved across our hospitality

Hotel Business Review

properties to keep pace with this challenge,” averred M Balaji.

“I agree that in the coming future, hotels will find more value in using robots for tasks such as housekeeping and check-in among others, since they are a cheaper resource than humans. Moreover, with the advances in technology, robots have become much more efficient and sensitive to human emotions. Artificial intelligence will play a big role in refining robots and making them more viable as resources,” aired Saxena.

However, in the same breath the expert hospitality industry professional asserted that “Although hotels around the world are experimenting with robots for many tasks, it is undeniable that the kind of personalisation that is possible by human workforce is unachievable with robots, at present. There might be a few repetitive tasks that robots can perform accurately, but they are still not able to replace human empathy and personalisation. Robots are cost-effective and efficient but as of now, I see them as a complementary resource to human workforce and not as their substitutes.”

However, all said and done, the fearsome possibility of robots replacing 80-90 percent of human personnel in hospitality properties across India’s hospitality industry doesn’t seem to be a possibility, even in the distant future. We can safely say this though we already have robot hotel in Japan where almost all personnel are robots, and the use of robots are increasing in the hospitality sector across the developed world.

“Replacing human touch with robots or machinery will not happen in this sector. Hospitality industry is all about making an emotional connect with guests; understanding their needs and delivering memorable experiences and it is not possible without human touch. The industry will rapidly embrace technology, but never replace human personnel with robots,” asserted Kumar.

Summing up we can say that the ubiquitous application of digital technology in post-modern hospitality has not only greatly facilitated guest satisfaction across India’s hospitality industry, but has also made our hospitality industry much more accountable and as well as sensitive to the needs and wants of guests. However, at present, technology is a facilitator to human endeavour, as far as hospitality industry is concerned. Whether they would start replacing human attributes in the industry remains to be seen. n

May-June ’18

45

Housekeeping

Hotel Business Review

Laundry Options in Hospitality

By Jyotismita Sharma

E

ven as industrial laundry technologies continue to evolve, the debate in India’s hospitality industry on the comparative merits and demerits of inhouse vs outsourced laundry facilities simply refuses to die down.

This is due, to a great extent, to the challenges of maintaining laundry facilities on premise of hospitality properties and in meeting changing expectations of the customers. While the advocates of having laundry facilities on the premise of hospitality properties often rest their arguments on issues surrounding quality, those who argue in favour of outsourcing the laundry service mostly cite the factor of convenience.

But it is not simply a quality versus convenience debate, and the issues involved are much more complex. In fact, there is no one-size-fits-all formula for all the hospitality properties when it comes to their laundry service.

This is because every hospitality property may have its own limitations and advantages.

For example, a property with limited space

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May-June ’18

or budget may simply find it imprudent to set up a laundry facility within its premises, despite its commitment towards providing quality services. Therefore, it is important to consider the arguments of both the sides before zeroing on a decision on the laundry service.

“Operational feasibility, space and infrastructure have to be considered while setting up a laundry. Additionally, factors like safety, specialised manpower and return on investment determine the laundry set up in

Ritu Joshi

the hotel,” said Deepak Sampath, Rooms Division Manager, Holiday Inn Mumbai International Airport.

Going for In-house Laundry?

Laundry Managers generally tend to believe that in-house facilities and treatments are key to maintaining the hygiene of the garments.

“The advantage of having in-house laundry is we can control the operational costs of laundry more efficiently. We continuously aim to accomplish the clients’ expectations by fulfilling their needs and giving a rapid personal service if required,” said Gnanavel Dhanabalan, Laundry Manager, Novotel Goa Resort & Spa Hotel Some of the other advantages of inhouse laundry are: • It reduces dependence on others and increases flexibility of service.

• Requirements of storage space in the linen room come down, besides bringing a slump in linen inventory.

• In an in-house laundry, one can be

Housekeeping

Deepak Sampath sure of choosing the appropriate cleaning chemicals for longer life of linen.

• Comparatively easily meeting higher cleaning demands of clientele, whenever needed, as compared to outsourced laundry facility.

However, maintaining an in-house laundry in a hospitality property is no easy job. Besides initial requirements of investment for installing advanced laundry equipments and space for their installment and operations, one also needs to have several other facilities such as water filtration, adequate skilled manpower, and proper water disposal facility, etc. for setting up a comprehensive in-house laundry facility.

According to Ritu Joshi, Executive Housekeeper, Fairmont Jaipur, there are three main challenges in operating an in-house laundry. “The handling of linen requires experienced labour which can increase the cost of operations. Besides that getting experienced and skilled people for running laundry facilities is not always easy.

Automation in laundry is easier said than done as each and every laundry requires personal handling. Moreover, an in-house laundry has to make a lot of investments on

Gnanavel Dhanabalan

machinery. This may also adversely affect the bottom lines. “ T h e m a i n i m p e d i m e n t t o w a rd s operating an in-house laundry is the cost of equipments and their maintenance.

E m p l oy i n g t h e r i g h t ta l e nt w h o a re technically qualified is important, and recruiting them is a challenge. Along with this, other key challenges are availability of adequate space, tackling attrition and the cost of electricity,” said Sampath.

‘Further, a treatment plant to maintain the water parameters is also necessary for the functioning of an in-house laundry,” Dhanabalan pointed out.

Or Outsourced Laundry?

Those who advocate outsourcing the laundry service to an external agency argue that by doing so the management can focus on its core competency and improve the overall experience of guests in the hospitality property.

It can take a lot of burden such as recruiting and managing staff required for a laundry facility, off their head. Some believe that outsourcing of laundry facilities can actually be cheaper than having an in-house laundry facility.

“One major advantage of outsourced laundry is that you tend to save a huge investment on the purchase of machines and equipments. Expense on the salary for the staff is also reduced. The hospitality property can also save space by opting for outsourced laundry facility that can be used for other purposes,” Sampath said.

However, using external laundry service is not without its share of demerits.

“The disadvantages of outsourced laundry are that there is less control over quality or timelines and there is less possibility of support during exigencies, and in checking pilferage and damages. In some cases, it can be costlier than in-house laundry,” Sampath pointed out.

“We experience ongoing issues with stock levels, losses and the necessity to place further top-up orders,” Dhanabalan lamented while speaking about outsourced laundry.

So we see the discourse continues...

One can only infer that the hotels and other hospitality properties should consider their capacity to invest, their ability to source skilled manpower, and their space availability among other issues before choosing whether to go for in-house or outsourced laundry. n

May-June ’18

47

HR

Hotel Business Review

Hospitality Needs Training

By Vasim Shaikh

I

n today’s highly competitive and fast changing markets, businesses need a skilled workforce in order to remain competitive...perhaps more than ever before. This is of course, very much true for hospitality business, where personnel play a key role in the success of hospitality properties. The crucial component to success in hospitality business is maintaining an excellent level of guest experience and customer satisfaction, on an enduring basis.

A hotel is not likely to sail through profits even if it is positioned in a prime location,

close to popular tourist attractions, has beautifully furnished rooms and high-tech facilities that tourists appreciate, if it does not have skilled personnel manning it.

However, skill development is not limited to getting a professional degree or certification, though they are necessary.

Much of skill development in hospitality is related to on the job experience. In the fast evolving India’s hospitality industry, skill sets require time to time updation, and thus the role of training on regular basis is crucial to this industry.

Facilitating Customer Satisfaction The importance of employee training and growth in hospitality can’t be exaggerated, because every job in this industry eventually aims for guest satisfaction.

People engaged in every realm of hospitality, from dishwashers to General Managers to owners of hotels and resorts, should play a role in positively influencing the

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guest experience. Without proper training of the personnel, employee-guest equations in the hospitality industry can go off track; disturbing the hoteliers’ bottom line. Training can be costly, but the benefits can easily overshadow the costs involved.

Training your employees is essential to providing a reliable level of guest satisfaction over time. Applying a comprehensive training and skill development program for all staff significantly increases the chances of the hospitality property towards providing personalised customer service that can constantly meet and sometimes even exceed its guests’ expectations.

Moreover, hotel business depends to a significant extent on repeat business, and guest satisfaction is essential to generate repeat business. And training is essential to enduring guest satisfaction, especially in this age where the demands of the discerning guests are fast evolving.

Frequently revisiting customer service training, such as how to address the concerns of guests in mutually positive and negative circumstances, can help your guests enjoy their stay at the property and induce them with plans to return to your hotel when on their next visit to the same destination.

It is vital for hospitality properties to begin training its new recruits soon after hire; teaching them on the property’s standard working processes and the particulars of their jobs. Doing so places them on the correct path from the start of their service and prevents them from making costly mistakes. When you capitalise in new employees by providing them

HR learning chances, they may be motivated to do more than the minimum required of them.

Demands of Digital Age Especially, in this digital age characterised by powerful social media platforms, guest satisfaction across hospitality properties and thus training of hospitality industry personnel assumes even more critical character. Proper training of hospitality property’s personnel or lack of it can make the difference between the success and failure of the given hospitality property.

Nowadays guests who are disappointed with a hotel or any other hospitality property for that matter can do much more than just complaining to the management; they can anytime post a negative review of the property in one of many prominent travel websites. And many of these negative comments have the potential to go viral!

Plenty of negative comments like this about a hospitality property can irreparably harm the property’s reputation to the point that prospective domestic and inbound guests wouldn’t consider staying there.

C o n v e rs e l y, t h o ro u g h l y s a t i s f i e d customers as a result of the dexterity of

Hotel Business Review

regularly trained skilled personnel can make their positive comments about the hotel spread across the world through multiple digital platforms, within very little time.

For Career Progression Training can also facilitate hospitality properties to arrest attrition to some extent by offering their personnel proper career developing opportunities. If an employee perceives training provided in her/his current job as a means towards her/his progression in career prospects, she/he might decide against job change for a slight hike in salary.

An employee keen for progression needs the chance to learn the systems and measures involved in running various hotel departments. For example, a front desk employee who is learning accounting may want to cross-train with the accounting department in anticipation of being a Manager of Accounts someday.

Moreover, adequate, appropriate and time to time training advances the ability of the management of the hospitality properties to ascertain the potential superstars who might be shaped into leaders. And intensive training has a trickle-

down effect; new employees learn from well-trained workers about optimum ways to achieve customer satisfaction.

Succinctly, the hotelier who is savvy enough to develop her/his employees’ skills tends to find her/his next group of Managers from her/his staff in lower-level positions.

Vasim Shaikh is the Chief Marketing Officer, and Co Director of CEDP Skill Institute Mumbai. He is an expert in hospitality industry with more than 15 years of experience in training and development. Currently, CEDP has 147 training and education centers across the country.

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May-June ’18

49

Spa

Hotel Business Review

Presenting

Holistic Wellness

By Sharmila Chand

The Club One Fitness and Spa at The Suryaa New Delhi emphasises on holistic wellness. Here professional excellence and enthusiasm to go the extra mile are both abundantly found among the highly trained therapists. Personalised and dedicated wellness service is the hallmark of the spa.

The therapies on offer combine ancient and contemporary techniques. All the products used in the spa contain naturally derived ingredients.

While going through the spa, I got to meet Vijay Kanojia, Manager, The Club One Fitness and Spa, The Suryaa New Delhi, who is an experienced recreational, fitness and spa professional with expertise in up-selling techniques that can lead to enhanced product visibility and higher revenues.

A certified spa management professional, he has an experience of 20 years across various roles within the fitness/spa segment in the hospitality sector. He has previously worked with leading hospitality brands such as Radisson, Crowne Plaza Today and Fraser Suites. He has also played a crucial role behind the pre-opening of The Retreat Health Club and Spa at Fraser Suites.

Vijay is not only responsive to the changing trends but always tries to stay ahead of the curve. He is adept at major decision making activities such as handling pricing policy to maximising revenues and taking effective purchasing and expenditure decisions.

He lays utmost importance on establishing relationships with guests and ensuring maximum possible customer satisfaction. The excerpts of the interview are given below:

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Spa

Hotel Business Review

What are the kind of changes you have witnessed in India’s spa industry during the past five-six years?

Few years back, spa & salon services used to be just an added facility in a hotel but now it has turned out to be an important revenue generating center for the hospitality properties across India.

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

The current trends in India’s spa market are that of Ayurveda and organic products.

It is a rage in the spa world at the moment and will prevail for quite a long time.

In today’s times, media and advertisements have been prominent factors in educating about and promoting of spa business as a whole.

Online booking, payments and system reservations with spa software is another trend. It facilitates systematic booking and execution of appointments.

What are the key challenges towards opening of a spa?

4Ps are crucial factors for setting up and running a profitable spa. They are the product, price, promotion, and place. They make the difference. The way we design the menu and promote the product, while keeping the location in mind, would help in maximising revenues with bare minimum cost.

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

In the current scenario, the ideal spa menu should have a combination of Ayurveda, oriental and western therapies.

While chalking out a decent spa menu, apart from the cost factor, it is essential to keep in mind the people for whom the menu is to be made and the location of the spa as well.

What do you enjoy most about being a Spa Manager?

My personal involvement in creating special packages for our clients, at their convenience and according to their needs and as per their body and skin type; being on shop floor and interacting with customers while suggesting them treatments and putting in new ideas to enhance guest experience are what I enjoy the most in my work.

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

The USP of our spa is born out of a sincere understanding and passion for wellness, which we define as a way of life.

It focuses on physical, emotional and mental well-being.

The spa is committed to delivering all aspects of wellness holistically, providing inspiration for a lifestyle change, in an environment that delights all the senses.

O u r h i g h l y t ra i n e d t h e ra p i s ts a re committed to excellence, are infused w i t h e nt h u s i as m , a n d ta ke p r i d e i n delivering personalised, dedicated service.

O u r t h e ra p i es co m b i n e a n c i e nt a n d contemporary techniques.

Kindly talk about some of the important therapies on offer at the spa We have just introduced a customised in-house package and that is called ‘Coffee Scrub.’ Coffee Scrub is quite beneficial as it helps reverse sun damage, prevents ageing, facilitates glowing skin and also reduces puffiness of eyes. Coffee Scrub also helps in tightening the skin.

The Coffee Scrub that we apply for therapy is extracted from fresh coffee beans, which is followed by an hour of essential oil massage.

Then there are ‘The Suryaa Signature Therapies,’ which have been devised to address guests’ increasing desire for simple, effective and authentic spa experience.

The Oriental Therapy is for 90 minutes, where four hands work in perfect unison

to provide a remarkable experience that inspires a harmony of the senses. The treatment begins with a soothing foot bath and then two therapists work in harmony by giving a body scrub, followed by a relaxing essential oil massage.

The Suryaa Suite Experience is an experience of 120 minutes. It begins with a jasmine body scrub to detoxify and soften the skin, followed by a relaxing massage.

This couple package is ideal for those who need a break from the hustle and bustle of city life.

Es ca p e i s a 9 0 m i n u tes we l l n ess session targeted at the executives to escape from their over worked stress and daily monotonous routine. The therapy is a complete out of the box relaxation treatment that begins with a heated compress and massage, using gentle stretching movements to release tension in the neck, shoulders, and awaken the tired senses. The treatment comes to an end with a scalp and foot reflexology.

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

Almost every treatment has a specific purpose.

For example, people who are completely stressed out prefer an aromatic relaxing therapy; people related to sports and athletics prefer a Deep Tissue or Swedish massage; people looking to detoxify their entire skin prefer different kind of scrubs and wraps along with a relaxing oil massage.

May-June ’18

51

Operations

Hotel Business Review

Marriage Season in Hotels

By Sharmila Chand

T

hey say marriages are made in heaven. We have little knowledge regarding that but we know that weddings are nowadays celebrated in style, in high-end hospitality properties in India.

Organising a wedding banquet within a specified budget, not only meeting but also surpassing guest expectations, offering innovative ideas, making sure carpets, furniture, furnishings, lighting are all in sync, and above all curating a great menu and serving most efficiently…the challenges in organising a memorable wedding at the

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hotel is no mean task.

Wedding Trends in Hospitality I talked with some hospitality industry professionals about the latest trends in wedding banquets pertaining to India’s hospitality industry. I also discussed what kind of innovative ideas they have executed to generate good business in this segment and what are the kind of challenges they have been facing to put up a good show, to the utmost satisfaction of their clients.

“The concept of wedding at banquets

has evolved with time and now a hotel is not only a place to host events anymore. It has become a home for the family and for the guests. Nowadays a hotel can also be construed as a destination where guests can turn their moments into memories and embed them to their hearts for ages to come,” proffered Srijan Vadhera, General Manager, Fairmont Jaipur.

“Keeping this in mind, the banqueting team of hotels has to prepare for the upcoming events so as to be prepared for what the guests expect and more to be

Operations

about what they don’t expect. We go a step ahead when it comes to weddings and with the experience of hosting weddings from around the globe, we know what has to be delivered and when,” he elaborated further.

“Earlier, farmhouse weddings used to be in trend but now destination weddings are on the rise. Nowadays, youth believe in having a more personalised and unique experience and therefore, bride and groom actively participate to look into the finer details of arrangements of wedding,” pointed out Umesh Dalal, F&B Director, Crowne Plaza Today Gurugram.

“A lot of thought and efforts are put into the styling of wedding function in hotels. The emphasis is to create something new every time. Gift hampers for guests, props and selfie corners, quiz and games with prizes for guests, etc. have become very popular and require special arrangements,” averred Vinay Singh, the Director of Sales & Marketing, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments.

“It is not only about the wedding ceremony now. A lot of emphasis is put on the pre and post wedding celebrations and functions associated with weddings as well,” Vinay added.

“Wedding trends are evolving at a faster pace than ever.

While lavish destination weddings have been around for some time, there is now a growing demand for smaller, more intimate wedding functions; not just restricted to the traditional wedding followed by reception party template, but involving pre and post wedding parties. Bachelor/bachlorette parties are also picking up. Menus are being designed with a theme well complemented by floral and interior designs,” articulated Amanpreet Singh Sandhu, Director of Sales and Marketing at Eros Hotel Nehru Place.

“With more inter-cultural and inter-faith weddings, emphasis on menu that can well satiate the gastronomical interests of both sides is also gaining currency. More people are opting for

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Operations

Hotel Business Review

“A wedding is one of the most special occasions; a celebration which is immensely close to the heart for many. So they must be treated and planned with fine details to create everlasting memories.”

— Umesh Dalal, F&B Director, Crowne Plaza Today Gurugram

day weddings now,” Amanpreet informed.

“Destination weddings are becoming m o re a n d m o re p o p u l a r a n d g u es ts are preferring new destinations for the weddings,” pointed out Amanpreet.

Challenges in Wedding Banquets There are several challenges for a hospitality property in India’s hospitality industry towards organising a wedding banquet.

According to Umesh, adhering to time schedule is an important challenge in this regard.

“Maintaining internal resources in time is another challenge, because of many last minute requirements or addition in rituals to be performed,” he conveyed.

“Moreover, with the change in trend every year, it is very difficult to come with different or unseen theme or arrangement for a wedding banqueting, which is what many married to be couples expect these days,” asserted Umesh.

“Dealing with huge number of wedding guests at a given time is a major challenge for the banqueting team of hotels,” affirmed Srijan.

“As far as our hotel goes, challenges in organising wedding banquets also depend on our geography. Rajasthan is the land of

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desert and the major weather challenges faced here are the scorching Sun of the day and the frosty terra firma in the night. As the wedding venues are lawns and rooftops, these geographic impediments affect the ease of event in a big way. At Fairmont Jaipur, we make sure to provide every suitable option to our patrons, while keeping in mind these factors,” disclosed Srijan.

“Licenses and permissions for playing music (live and recorded) are expensive, which is a challenge in organising wedding banquets with us,” said Amanpreet.

Srijan went on to discuss various crucial facets of hosting wedding banquets in hotels. “Let us take the case of décor. It holds a very different meaning for different guests; one loves it to be simple and serene and the other admires regal decor. We make sure that we give their ideas the wings to fly,” he articulated.

Another aspect that needs utmost care while planning a banquet is of course, the food. “We specialise in the art of presenting the delicacies from every nook and corner of the world. We focus on planning the menu and buffet in a way so that it caters to the vivid diversity of guests,” Srijan affirmed.

Savvy Measures There are several measures hotels are adopting to garner more and more revenues from wedding banquets. “Cross-selling is one way which has contributed towards an exponential increase in the business in Fairmont Jaipur with various packages devised for the wedding guests such as access to spa, salon, in-room dining and 24 hours dedicated lounge and bar services.

These are the strategies which have worked in our favour,” elaborated Srijan.

“Guest satisfaction is the goal for us. We all strive to reach that level of service in wedding banqueting where everyone is happy and enjoys the luxury feel of Fairmont Jaipur.”

— Srijan Vadhera, General Manager, Fairmont Jaipur “Different themes, set ups and creating a wedding station to which our guests can refer to for their upcoming wedding event, are among the measures to enhance revenues from weddings,” informed Umesh.

Facilities and Services And what are the gamut of offerings at the hotels for guests wanting to host their weddings? “We are fully adept to look after clients’ needs in weddings, from their intimate ceremonies to pre & post wedding functions to offering salon and bridal packages in the hotel. We truly offer

Operations a one-stop shop for comprehensive wedding needs of our guests,” expressed Amanpreet.

“At Eros Hotel Nehru Place, we have an array of banquet spaces, indoors and open areas to accommodate gathering of all sizes. Every year, we add new choices in our menus besides working closely with our floral and designing vendors for curating new themes,” he added further.

“Dream weddings don’t just happen, they are planned. The devil is in the details as they say. Attention to every little detail is at the crux of any successful event.

Our team makes sure that weddings are planned with the minutest details getting full attention. The staff is trained enough to help the client/s to determine an overall vision for their wedding and accordingly execute each detail,” expressed Vinay.

“Our staff is well experienced to handle any kind of crisis, which can crop up during hosting of a wedding. Weddings at Renaissance Mumbai Convention Centre Hotel are nothing short of fairy tales coming to life. Hotel provides state-ofthe-art hospitality and delectable cuisine to the guests. With ample space and a

“The prospect of customising every aspect of wedding celebration is one of the most challenging aspects for any hospitality property. At Renaissance Mumbai Convention Centre Hotel, we feel that we are able to combine all the various facets to deliver one awesome wedding.”

Vinay Singh, the Director, Sales & Marketing, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments

Hotel Business Review

skilled in-house team at the hotel, here one can bring life to one’s imagination for one’s special moments. Spread across 15 acres of lush greenery and located on the banks of Powai Lake, Renaissance Mumbai Convention Centre Hotel is a peaceful lakeside venue that is ideal for an ethereal wedding celebration. In fact, our hotel is a tailor-made destination to host weddings,” elaborated Vinay.

“Renaissance Mumbai Convention Centre Hotel’s expert wedding planners will help craft everything from exquisite indoor and outdoor wedding venues, bespoke menus, lavish accommodations, rejuvenating spa and salon services and much more, to ensure the wedding is unforgettable. At Renaissance Mumbai Convention Centre Hotel, we feel that we are able to combine the various facets to deliver one awesome wedding,” Vinay affirmed.

“Renaissance Mumbai Convention Centre Hotel has the much needed expertise in conceptualising and designing stunning structures, coupled with presenting an elaborate and sumptuous buffet for creating the perfect wedding aura. Besides creating the perfect ambience, the hotel also extends overall logistical support in terms of audio, video, parking, security, etc. for organising an ideal wedding celebration,” Vinay added further.

“We offer variety in terms of food, venues and themes within our hotel, without being repetitive and monotonous. This facilitates wedding celebrations. Respecting client’s budget, we customise in terms of pricing and offerings. We package our proposition attractively with other facilities such as accommodations, laundry, spa & salon, and transportation facilities where client finds more comfort and value,” offered Amanpreet.

“As far as banquets go, our main focus area as of now is the banqueting lawn, which has a large scope of hosting corporate and social events with much ease and efficiency. It is equipped with a separate kitchen and service area, which makes it a perfect venue for MICE and wedding events,” pointed out Srijan.

“Our rooftop outlet ‘Aasma’ offers a picturesque view of the surrounding Aravalli.

It is one of the best venues for early morning events as well as for evening parties and dinners,” Srijan said while adding, “The pool set amidst the four lawns is an ideal venue for pool parties and rain dance; it is also one of the exciting venues to host dinners and events.”

“We pride ourselves on delivering all the top services through our Chef de Cuisine Raghunandan Sharma, the face of Eros Hotel Banqueting. Just the sight of him accompanying the hosts provides them with the confidence of successful accomplishment of a wedding at the hotel. He has covered a couple of generations of guests who haven’t let even the change of brand of hotel deter them from coming back again and again. He makes relations for life.

We are indeed lucky to have such a pleasing personality with us who just doesn’t say no.”

Amanpreet Singh Sandhu, Director of Sales and Marketing at Eros Hotel Nehru Place “Hosting wedding open days, attracting local clientele, and having a dedicated ‘Wedding Planner’ are three areas to focus more on, as far as our wedding business goes,” asserted Umesh.

“One central feature of organising successful wedding celebrations at Eros Hotel Nehru Place has been the quality of food, and our clients’ patronising us over generations for all their family functions is a testimony to that,” Amanpreet confirmed.

“For us, every wedding is unique and special. We lay a lot of emphasis on fine details required by the about to be wed couple and the family,” he conveyed.

“We believe in thorough understanding of our clients’ needs by letting them speak their mind first & and only thereafter offering our suggestions,” Amanpreet maintained.

“We also give them flexibility which eases their nerves and gives them a feeling of ownership of the venue they have booked for the duration of their event,” he added. n

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Property

Hotel Business Review

An Ideal Weekend Gateway

By Sharmila Chand

S

trategically located in Bhiwadi, in Rajasthan, Treehouse Hotel, Club & SPA is a premium leisure hotel as well as one of the best conferencing destinations near Gurgaon. It also stands as the preferred accommodation for long stay guests in Bhiwadi, as the services and facilities at the hospitality property are ideally suitable for them.

The hotel houses 101 premium rooms including suites, and a Presidential Suite. The hotel serves as a great weekend getaway for people from Delhi-NCR, and also as a convenient conferencing destination.

When it comes to conferencing, weddings and other events, Treehouse Hotel, Club & SPA offers a gamut of options. The hotel has

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“Treehouse Hotel, Club & SPA is your perfect retreat, located just 30 minutes from Gurgaon. If you are looking for a day picnic near Delhi, Treehouse Hotel, Club & SPA can provide a wide range of leisure activities to rejuvenate you. Lawn tennis courts, special fun filled Kid’s Room and a swimming pool are just a few of the in-house activities which you can enjoy here! Treehouse is one of the coolest places around Delhi to have a break from the monotony and hustle-bustle of city life and we look forward to serve our guests with a smile and with the brand promise of ‘Service Dil Se’ in all aspects of guests’ comfort.”

Neeraj Sharma, General Manager & Regional Vice President, Treehouse Hotel, Club & SPA

Property About Treehouse ​​Treehouse ​Hospitality is a young hotel company with a rich and diverse experience of operating and managing full-scale hotels, resorts and serviced apartments under the brand name of Treehouse.

The company operates with a team of experienced professionals, drawn from reputed Indian and international brands.

Tr e e h o u s e f o r a y e d i n t o management of hotels in 2007 and currently manages 378 keys in 12 hotels. It has an employee strength of close to 500. The ambit of Treehouse is spread across Bhiwadi, Goa, Neemrana, Ranthambore, Jodhpur, Chail, Jaipur, and Gurgaon. seven conferencing venues to choose from.

For corporate team building events also the hotel has been quite popular.

An in-house spa from Ruhani, and a club with memberships are other hospitality options at the property.

Succinctly, at the hospitality property you can indulge in a wide range of recreational facilities like the swimming pool, a fully equipped gymnasium, spa with steam and sauna, and a squash court.

Room for Business and Leisure The rooms at the hotel are like private retreats. All the rooms echo the peace and tenderness you yearn for. The hotel has an array of service staff to fulfill your smallest wishes.

A walk through the property will lead you to two wings; The Business Wing, and The Resort Wing. The Business Wing is ideally designed for corporate conferencing groups, and also for long stay guests.

The accommodations in The Resort Wing are tastefully designed. They are ideal for memorable short holidays. This wing is appropriate for people looking for a group holiday in the ambience of a resort, away from the hustle-bustle of city life.

The amenities present in each of the guest rooms include Wi-Fi, telephone, in-room personal locker, 37-inch LCD television with a selected range of Indian and international TV channels, and other customary services like air-conditioning with thermostat control, tea/coffee maker,

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Property

Hotel Business Review

daily newspaper, laundry service and alarm clock to make your stay a comfortable one.

For Meetings and Weddings

experience with its F&B outlets, which are quite popular among regular guests.

I loved my meals at the multi-cuisine restaurant of the property — Chips & Chappati. With classy interiors, a great buffet, the meals here are designed to appeal to guests from all walks of life.

With well spaced and comfortable seating, efficient service and Chef’s personal attention, one can be sure of being pampered well at Chips and Chappati.

The buffet at the restaurant features a wide range of cuisines from across the globe.

“I believe menu designing is an art at Treehouse. What I do while making menu is choose as many fresh seasonal vegetables as possible, such as root vegetables / leafy vegetables with high on nutritional values. As a Chef, I want my guests to enjoy food which he or she orders.

However, I believe in suggesting the best food suitable for them after understanding their needs. Our Jumbo Pizzas, Jumbo D o n u ts , Gabbar Paranthas a re ve ry popular among all our guests,” said Jay Jay Sinha, Executive Chef, Treehouse Hotel, Club & SPA, Bhiwadi.

Besides enjoying the tasty offerings at Chips and Chappati, I also loved my evening soirees at The Colonel’s Den, a bar and lounge, which seemed to offer the perfect ambience for serious business talks or for enjoying a friend’s company over some exotic cocktails and mocktails of your choice.

Conferencing facilities at Treehouse Hotel, Club & SPA offer great flexibility. The seven conference venues of the hotel can accommodate delegates ranging from 5 to 500 and provide a number of break outs and syndicate options. The hotel’s exceptional corporate facilities include projection screens, complimentary Wi-Fi, air-conditioning, and sound proof rooms.

Moreover, the dedicated events team of the hotel is always willing to offer specialist advice on how to make the guests’ day a total success and stress free!

The day delegate packages at the hotel range from Rs.400 onwards and for residential conferences the 24 hour delegate rate starts from Rs. 3000 onwards.

To support a corporate event, Treehouse Hotel, Club & SPA offers a large selection of menus and refreshment packages ranging from freshly brewed coffee, teas, home made cookies and muffins to finger or fork buffets and five or six course banquet menus. The dining options at the hotel offer flexibility.

Treehouse Hotel, Club & SPA also comes across as a wonderful wedding destination, with fascinating entertainment options and delectable cuisines on offer for the wedding guests. With a choice of indoor and open air venues, Treehouse Hotel, Club & SPA provides an ideal wedding venue for all seasons. ​

Wellness Sessions

The property provides an enriching dining

The hotel also comes across as a wonderful haven of wellness. A spa session at

Chips and Chappati and More…

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“Our menu at Treehouse is specially designed to meet the taste requirements of traditional diners as well as experimental foodies.

So in our menu you will find Dal Makhani / Butter Chicken / Mutton Roganjosh / Paneer Makhani as well as Atta Chicken — a unique chicken preparation.

There is also our Burger Sampler which is a combination of coloured burgers comprising stuffing of three cuisines — Indian (Special Aloo Tikki), Chinese (Manchurian), and Continental (Grilled Cottage Cheese), which enables guests to enjoy three different cuisines on a single platter.”

Jay Jay Sinha, Executive Chef, Treehouse Hotel, Club & SPA

Treehouse Hotel, Club & SPA not only rejuvenates the body and mind, but also the soul. Along with four indoor suites, there are impressive outdoor treatment areas as well.

Here the spa therapies have been inspired by a fusion of traditional Ayurveda and modern massage techniques. Try their Dalinese Oil Massage for body relaxation and the Aroma Massage for a soul uplifting experience. Their three hours of Royal Signature Full Body Cleansing Massage is something that one should experience at least once in a lifetime.

For short relaxation sessions at the spa, one can also go with the different neck & back, shoulder and head massages. All these therapies are done by trained masseurs.

Ruhani Spa and Salon, owned by Amit Vaishnav, runs its services across all Treehouse properties, including Treehouse Archrol Niwas, Jaipur, and Treehouse Anuraga, Ranthambore. n

Property

Hotel Business Review

Celebrating Art at Artotel

W

hat do you get when you have a hotel’s huge walls, staircases and pillars as the canvas for creative free play for local artists from villages, young industrial designers, kids, house guests and locals?

You get to see an amazing work of art; breaking all boundaries.

This is exactly what happened at the ‘Artotel — Past through the Lens of Future’ event organised at Treehouse Hotel, Club & SPA in Bhiwadi, Rajasthan, recently.

If the event gave the artists unbridled freedom and opportunity to express their creativity, it also had loads of fun element too.

One could see guests from all age groups adopting property spaces as a canvas for expressing their inherent talent.

“Artotel is in itself a beautiful concept and the first of its kind in India.

Apart from providing a platform for the local artists to showcase their skills, we engage our guests in enjoying art,” averred Jayant Singh, Managing Director at Karma Hospitality, which owns the hotel.

From a beautifully painted butterfly to Lord Shiva’s Trishul, to a female figure showing off her sharp features to a tree branching

out in full glory on the eight pillars of the hotel… the collage of artistic expressions didn’t fail to amaze.

“It was a perfect way to engage, interact, express and articulate,” asserted Jayant, who is planning second edition of Artotel with a different concept altogether; focusing on the artists from different regions and of different calibre. That is a story for another day…

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Profile

Hotel Business Review

Facilitating the Right Investment Decision and brands.

D eve l o p e rs b e n ef i t f ro m o u r comprehensive analysis of a large variety of brands, and this consequently enable them arrive at the best fit for their development needs. Brands that work with us can make sound, informed decisions, based on our unbiased and objective evaluation of the developers and locations.

Noesis Capital Advisors, a hospitality focused research and advisory firm, has operations in more than 60 cities of South Asia. Recently HBR had an interview with Nandivardhan Jain, Managing Director & CEO, Noesis Capital Advisors.

Excerpts from the interview follow:

Do you advise the clients on the hotel site or do you advise them on the category they should focus on, such as MICE, destination wedding, etc?

N o es i s p r i m a r i l y a d v i s es o n h ote l investments which begins from the planning stage itself with project feasibility report; to understand the opportunity in that particular micro market before client take a firm decision of building hotel.

If feasibility report advice to build the hotel is accepted then the next service that we undertake is of hotel operator selection to tie-up with a brand. After brand tie- up it is important to have an efficient project management team. During this process we also assist in fund raising for the construction of the hotel via debt or equity.

Noesis claims that it services 68 hotel clients, presently. What exactly do you mean by ‘servicing’?

Please mention some of your clients and what you have advised them about and how they have succeeded by following your advice?

We ass i s t b ra n d s w i t h fe as i b i l i ty report, hotel investment, strategic tie-up with upcoming or existing hotels, debt syndication, private equity, and project management.

N o es i s H o s p i ta l i ty te a m p rov i d es customised and unparallel solutions to clients. Our in-depth understanding enables us to guide clients in shaping effective entry strategies.

Our strong operations and consulting background coupled with the domain knowledge in hospitality consultancy provides a holistic view to both developers

Some of the clients whom we serviced during FY 2017-18 are Lemon Tree Hotels, Masa Hotel, and Wyndham’s India Partner, Unique Group.

For Lemon Tree, we facilitated acquisition of an 85 room fully fitted out hotel, strategically located at Banjara Hills, Hyderabad, on a 35 years’ long term lease.

Lemon Tree was operating 600 rooms at Hitech City in Hyderabad. With our advisory, now they will be having additional supply of 85 rooms with extensive banquets and F&B facilities in one of the most up market locations of South India.

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We facilitated Masa to acquire a 300 room hotel, next to Mumbai International Airport. Masa invested 50 million USD and Noesis exclusively advised them for this investment. It is a great benefit to the country with more foreign investment flowing in. Masa Hotel was trying from the last four years to acquire asset in Mumbai.

Finally with Noesis Investment Advisory they managed to make this strategic investment move. This is one of the largest FDI transactions in hotel space in India, during recent past.

Unique Mercantile India, an exclusive development partner for global hospitality major Wyndham Hotel Group in India, has acquired a majority stake in a 90 room hotel, located in close proximity to Kolkata airport. This was facilitated by Noesis, which helped them purchase 80 percent shares.

Can you give a few more examples of the advice which you have offered to some other hotel groups?

We have advised pertaining to hotel tie-ups, investment, project management, etc. to prominent hospitality players like Ramada Dehradun Chakrata Road, VITS (Agra & Dwarka), Royal Orchid (Belgaum), Fern (Bengaluru), etc.

Does your organisation only advise on financial investment or does it also help the hotel to run and manage its business efficiently?

We largely advice on financial investment.

Right hotel investment advisory helps clients in making right financial decisions, which eventually can facilitate the hotel’s overall business growth.

Do you also provide capital for hospitality start-ups? If so, on what basis?

We assist in raising capital in the form of debt/CDD, equity, bridge funding, etc.

P ro d uct Previ ew

HOTEL Business Review

MODERN SHAVING PREPARATION

Infinity Hygiene Care is a leading manufacturer of Shaving cream and shaving gel under brand name of ‘Protector‘.

This ‘Protector‘ shaving cream is more softens and moistens the skin and the hair, thus making shaving more comfortable and contributing to smoother skin. The advantages of using this cream, rather than soap, oil, or just water, are many. The skill work force under watch full guidance of management company are constantly working hard to maintain of product to be supplied to their supplier across the country for hotels and hospitality industries.

Infinity Hygiene Care

UNIFORM TRUST

The journey of Sky Enterprises did begin in the preindependence era. The company has come a long way from the days of Raj to the cyber age. However, over the years, its endeavour to provide quality products has not changed.

It has never compromised on is the quality of cloth and dress materials used. The product range of Sky Enterprises is valued for its high quality products and fine stitching. The company uses high grade raw materials, which are sourced from its trusted vendors. Today Sky Enterprises is regarded as a pioneer in the field of manufacturing and supply of uniforms and uniform related accessories, and hand-made

Zari embroidery in India. The company’s product range include Waiter uniforms, Chef uniforms, uniforms for Indian Air Force and Indian Navy, School uniforms, Reception uniforms, uniforms for Air hostesses, Security uniforms, Housekeeping uniforms, and all other types of Corporate uniforms.

The company’s prestigious clientele list includes Indian Air Force and Indian Navy among others. Besides institutional uniform tailoring, the company also executes complete job of drapery and stitching on order.

SKY Enterprises skyenterprisesindia@gmail.com

SETTING HIGH STANDARDS

Vimal Handloom Emporium Pvt. Ltd. are manufacturers and whole sellers of high end bedding and lifestyle products. “Sweet Dreams” the flagship brand of the company is known for high quality and trend setting products.

With experience over two decades in area of home textiles, they work hard

to satisfy need of their clientele for quality products and designs, keeping in mind the price competitiveness. The company has expanded over the years serving various requirements of customers in different product verticals. They service different segments of customer such as whole sellers, retailers, corporate supplies and gifting, hospitality, institutional and made to order jobs in home textiles. Every different customer has different requirements, which with their expertise satisfy most.

The product range includes bed sheets, bed covers, quilts, comforters, blankets, duvets, towels, pillows, pillow covers, cushions, bed and floor runners, carpets, floor mats & runners, table mats and runners, table cloth, napkins and much more.

Vimal Handloom Emporium Pvt. Ltd. vimalhandloom@hotmail.com

LUXURIOUS BED & BATH LINEN

Quality and sophistication are the hallmarks of Home Zone’s bed & bath linen range, which is used in the star category hotels in India.

The company makes exquisite bed linen for hotel rooms with different infill materials like down & feather, soft microfibre & hollow fibre. The company provides a comprehensive range of pillows, cushions, duvets, comforters, mattress toppers and mattress protectors.

In the bath linen category, the company provides an awesome range of towels & robes.

Succinctly, Home Zone’s superb quality linen can enhance the guests’ comfort while adding a fashionable touch to the hotel’s bedroom too.

Home Zone India, based in Panipat, Haryana, has marketing offices in New Delhi (Central Office), Punjab, Srinagar, Hyderabad, Kathmandu & Kolkata.

Home Zone India

info@homezoneindia.com

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HOTEL Business Review

FROM HOTEL FURNITURE TO DESIGNER PRODUCTS AND BEYOND ….

S.K. International Est. itself in 1984 i.e. 34 Years ago with a group of well qualified and competent Professionals, Hotel executives & engineers with hardcore Professional streams. Today the company has the state of the art well equipped plant to produce undisputed quality products, varied spectrum of design for customised usage and timely delivery.

The company specialises in hotel furniture, equipments and custom made products from last 34 years and now the company enters a vast market of office furniture as well as Interior design and execution, which includes complete interior solution from designing to planning, furniture, paint & polish, stone work, ceiling, complete turnkey, etc. Its after continuous process of hard work, research & development the brand SKI developed its other Companies i.e. SKI PROJECTS which undertakes the interior designing & execution work and EURO MOBEL for the office furniture and desking solution. The company setup includes a well experienced team of architects, Interior designers, 3D designers, etc. and latest modular furniture manufacturing plant for the quality, finishing and timely delivery of the products. Known for the quality, reliability and environmental responsibility the company steps in the vast field to cater a larger clientele. “ The bitterness of inferior quality remains long after the sweetness of low price is forgotten” S.K. International sanjay.skinternational@gmail.com HOSPITALITY OFFICE & INTERIORS S.K.International other brands :

SINCE 1984

IDEAL AIR PURIFIER FOR HOTEL ROOMS

Air purifiers generally available in the Indian market have small sized filters and slow fan speed, which are not effective in high levels of smell and air pollution, both of which are rampant n India. Moreover, many of them are not suitable for large areas.

Smoke Solution has recently launched a heavy-duty air purifier n a m e d S R 4 2 fo r commercial use. This air purifier is designed for large areas such as hotel suites / rooms / banquet halls.

SR42 has very high air cleaning capacity with low noise. It has capacity of up to 1200 m3/h. Its HEPA filter weight is 10 kg and its activated carbon filter weight is 25 kg. The fully automatic sensor-based equipment works only when the room is occupied.

On an average a hotel suite of around 400-500 sq ft has 150 m3 of air and SR 42 can clean the air of an average hotel suite eight times in 1 hour. It enables the air in the hotel suite to be absolutely clean and without any odours.

S.N. Global shashi.sngm@gmail.com

SKI HOSPITALITY FURNITURE & EQUIPMENTS An ISO 9001:2008 Certified Company

SKI DESIGN

EXECUTION & TURNKEY

ADVERTISER’S INDEX COMPANY

PAGE NO.

COMPANY

PAGE NO.

AKASA INTERNATIONAL

12

PLATINUM BED INTERNATIONAL

57

AVON HOSPITALITY

14

PUSHKAL TEXTILES

35

CHARNOCK EQUIPMENTS PVT. LTD.

01

RANS TECHNOCRATS (INDIA) PVT. LTD.

GRALIT INDIA BIOTECH P. LTD.

19

REMINGTON STEEL ARTS

62

HOME COMFORT TEXO FAB

08

SAMRAT FURNISHERS

41

HOME ZONE INDIA

27

S.K. INTERNATIONAL

17

IFB INDUSTRIES LTD.

09

SKY ENTERPRISES

63

S N GLOBAL

31

INDIA EXPOSITION MART LTD.

FIC

37, 53

INFINITY HYGIENE CARE

10

SOFT SENSATIONS

INTERCLEAN SOLUTIONS PVT. LTD.

47

STACKWELL 59

INTERNATIONAL HOSPITALITY + F&B EXPO 2018

21

SUGANDHCO PVT. LTD.

49

TRAFS 2018

15

KESRI TRANSCONTINENTAL

BC

BIC

LOOMCRAFTS FURNITURE INDIA PVT. LTD.

11

VENUS INDUSTRIES

05

MEHTA FURNISHERS

07

VIMAL HANDLOOM EMPORIUM PVT. LTD.

45

METINOX INDIA

33

WINTERHALTER INDIA PVT. LTD.

13

NAVIN POLYCON

43

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SKI OFFICE FURNITURE & DESKING SYS

May-June ’18

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Intervi ew

Hotel Business Review

Leading by Example

By Sharmila Chand

Sumit Bhardwaj, General Manager, Radisson Blu MBD Noida, has worked with overseas hospitality brands as well as in India. He has the distinction of working with renowned hospitality chains like Taj and The Oberoi Group. He has more than 17 years of experience behind him.

At Radisson Blu MBD Noida, his key responsibility is setting strategy for his team to perform, allocating resources, building the organisation and taking it to newer heights, and of course, overseeing operations. The excerpts of the interview follow: What is the USP of your property?

The USP of Radisson Blu MBD Noida is its location. It is the first five-star luxury hotel in Noida. Apart from this, the hotel has great culinary offerings.

Besides these, we also have a MBD Prive Collection which is an embodiment of luxury.

The Collection presents a lavish experience including a personal butler, access to the Privé Lounge, signature amenities, signature aromas, mood-lighting, in-room technology that cater to personal specifications, and much more, for an effortless and luxury stay experience.

This unique offering has been designed by our Managing Director, Mrs. Monica Malhotra Kandhari.

What are the hotel’s tech-friendly features?

The hotel uses the latest in audio-visual technology for all its banquet halls. Apart from this, the hotel also uses sophisticated technology in the guest rooms like remote controlled curtains, sensor lighting as well as smart air- conditioning temperature controls.

Please tell us about the green initiatives the hotel has undertaken At Radisson Blu MBD Noida, the airconditioning in the rooms is controlled by a smart card, which is an energy efficient solution. Sensor lighting in guest corridors and using of organic herbs for cooking are also environmentally friendly initiatives by the hotel.

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

We have tie-up with all the leading online travel agents. A dedicated marketing team

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along with external digital marketing agency helps us to promote across multiple channels including Facebook, Twitter, Instagram and all other social media platforms.

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

For the rooms you can market overseas but food and beverages get you a hold in the local market and that brings impressive footfalls to the hotel. Moreover, nowadays, F&B contributes impressively to hotel’s revenues.

Kindly talk briefly about the hotel’s F&B outlets Radisson Blu MBD Noida’s culinary repertoire offers several choices and authenticity, excellence in service, artistry and innovation in cuisine.

R.E.D (Rare Eastern Dining) is an award winning restaurant offering delectable panAsian delicacies. Made in India, another award winning restaurant, features traditional Indian flavours with exciting new recipes. Made in India re-invents Indian classics with a modern twist and its Chefs blend the flavours of the past with modern sensibilities to create futuristic dishes.

Our newly refurbished all-day brasserie SXVIII, a transnational restaurant which opens 24X7, serving breakfast, lunch, dinner and a late night menu, offers authentic Indian, Asian, Arabic and European delicacies prepared by specialty Chefs, in a naturally lit environment, overlooking the poolside of the hotel.

Could you reflect on the future plans and new initiatives you wish to undertake at Radisson Blu MBD Noida?

We are looking at refurbishing some of the

guest rooms in order to stay competitive in the market. Also, the hotel is looking at some more green initiatives like introducing plastic free straws in all our guest rooms and plastic free water bottle.

What is the most crucial issue to tackle in today’s Indian hospitality industry?

One of the most crucial issues facing India’s hospitality industry is the changing technology.

We have to be well- versed with the changing technology because technology is evolving rapidly.

The second most important issue is the retention of talented people.

What do you think makes a good GM for a hotel?

I think she/he should lead by example.

What is/are your strength/s, professionally?

My international experience, and the opportunity to work with some of the best hotel chains and best destinations around the world are my strengths.

My ability to adapt to people, my communications and interpersonal skills are also my strengths.

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

My guiding philosophy at work is leading by example and being visible to your team members, and empowering your team to take decisions which gives team members the strength and freedom to delight the guests.

Honesty, treating the team members with respect, punctuality, discipline and professional appearance are also very important to me.

Soft Sensations Pvt. Ltd. info@softsensations.net +91-11-41633442

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May-June ’18

May-June ’18

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