MAY-JUNE ’17 VOL.13 No.3 ` 90
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
Business For Success Amidst Competition Feature Marketing Hospitality on Social Media
F&B Finding Revenue Concepts
Spa Discover Your Healthy Self
Design Cut Down on Waste
Technology Personal Touch with Technical Efficiency
Wellness Solutions for Hospitality
Apr-May ’17
Hammer Food & Beverage Business Review
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Editorial
Hotel Business Review
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ith the growing tensions in our fast-paced urban lifestyles, the demand for holistic wellness is gaining momentum in India and with the growing demand for holistic wellness in the urban Indian society, the spa business in the country is showing lots of potential for impressive growth. One can safely say that spas have emerged or can emerge as a major revenue earning source for many highend hotels and resorts in the country. One can also expect to see the spa culture gaining more spread across the Indian hospitality industry of the near future. In the Cover Story of this issue, we have explored on the space requirement for spas, and on the different spa services provided across various renowned hospitality properties. Safety issue in spas is also being touched upon. In the Business Story, we have probed on the various image building routes and marketing strategies that the hospitality properties could employ intelligently to stay ahead in the race; in an age when the competition in this industry seems to be reaching new heights. The growing reach, popularity and influencing power of social media and the tendency among the people at large to put across their travel experiences on social media need to be more proactively and creatively explored by the Indian hospitality industry. Some of the enterprising hoteliers in the country are already doing so. In the Feature section, we have shown how the hospitality properties can impress their guests sufficiently enough to induce them to post their travel and hospitality experiences on social media, which in turn can generate highly cost-effective marketing dividends for the hospitality properties concerned. Some of the relevant marketing exercises for the hospitality Industry on the social media are covered in the feature. The F&B section of the issue covers some savvy measures to generate impressive revenues from food & beverage options in hotels, while the Technology section probes on how the new-age technologies, if employed judiciously, can contribute towards personalised hospitality. Besides the perspectives through these and some other important topics relevant to the Indian hospitality industry, the rich information provided through our News, Event and Report sections can facilitate to give our readers a holistic feel of the fast evolving Indian hospitality industry. We sincerely hope our readers would enjoy going between the covers of the issue as much as we had while producing it.
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
Publisher cum Editor
Rajneesh Sharma
rajneeshhammer@gmail.com
Associate Editor
Swarnendu Biswas Resident Editor
Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design
Hari Kumar V Abhishek Singh Rathore Production Assistant
Mamta Sharma
Advertising Sales
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E-mail: info@hammer.co.in Š 2017 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028. Annual Subscription rate within India is Rs. 450 and overseas US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 overseas. Cheques are payable to Hammer Publishers Pvt. Ltd. Editorial Policy : Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.
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An Exclusive Business Magazine for the Hotel Industry
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COVER STORY
Give your body, mind and soul an uplifting experience that is deep and meaningful as you indulge yourself into the holistic world of wellness at the Healthy Self Health Club, housed within Eros Hotel New Delhi, Nehru Place. In this haven of wellness and fitness you can explore a wide range of spa treatments.
The last issue discussed the main clientele of spas in India, and the diversified benefits of spa, in the context of the Indian hospitality industry. In this issue, we have given a look at the space requirement for spas and the different spa services provided by the hotels and resorts. We have also thrown some light on the safety aspects of spas.
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48 BUSINESS
The high level of competition has made the owners and managers of hospitality properties to search for new ways of ensuring success in their business voyages by applying different strategies and exploring new revenue sources.
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FEATURE
Far from making services indifferent, smart technologies have the potential to make g u es t ex p e r i e n ce m o re interactive and fulfilling at individual level. We can say that the judicious use of technology in the hospitality industry can result in facilitating guest satisfaction, but over use of technology may prove to be counterproductive in this direction.
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The global reach, sheer quickness a n d t h e awe s o m e i n f l u e n c i n g power of social media can be taken advantage of by the Indian hospitality industry in a big way to bolster its revenues. Some of the enterprising hoteliers in India are already doing so.
TECHNOLOGY
OPERATIONS
Th e f i t n ess i n d u s t ry i n I n d i a i s constantly evolving. Each year brings a host of new or improved products and exercise routine. This growth of fitness is reflected in the Indian hospitality industry also.
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F&B
Though in general rooms earn more revenues than food & beverage operations, but food & beverage also contributes significantly towards hotels’ revenues. Here we discuss revenue and profit flow through food & beverage department, in the context of the Indian hospitality industry.
HOTEL MAY-JUNE ’17 VOL.13 No.3 ` 90
departments
B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
04 Event 10 News Scan 20 Report 22 Appointment 44 Design 54 Product Preview 56 Interview
Business For Success Amidst Competition Feature
Marketing Hospitality on Social Media
F&B
Finding Revenue Concepts
Spa
Discover Your Healthy Self
Design
Cut Down on Waste
Technology Personal Touch with Technical Efficiency
Wellness Solutions for Hospitality
May-June ’17
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Event
Hotel Business Review
SIAL China 2017 Records 31 Percent Increase in Visitors
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IAL China 2017 concluded at Shanghai New International Expo Center on 19th May with a record number of visitors and exhibitors. Altogether, 3,200 exhibitors —an increase of 10 percent compared to 2016 — presented their latest products and food trends from 67 countries all over the world, attracting 101,134 professionals, which is 31 percent more as compared with last year’s edition of the show. This year’s SIAL China took place at 13 halls spanning 149,500 square meter: an increase of 18 percent space as compared to 2016. On 17th May, a delegation of ministers (from Argentina, Australia, Czech, Hungary, Lithuania, Russia, and Uruguay), ambassadors, consuls and trade officers participated at the Opening Ceremony of SIAL China 2017. As the Guest Country of Honor, Argentina’s pavilions covered more than 1,200 sqm at E3 and E7, showcasing products that will receive increased exposure to Chinese and international professional visitors. China is the second largest export market for Argentine agricultural products, and SIAL China has witnessed strong interest in Argentine products at prior exhibitions. On 18th May, Mauricio Macri, President of Argentina came to visit SIAL China. On the same day, Argentine exhibitors and SIAL China’s BAB service platform signed an agreement which would enable 5,000 tonnes of Argentine beef to be exported to China in the near future.
SIAL China Events Innovation The jewel in the crown of SIAL Network — SIAL Innovation — took off its veil from day one. A total of 212 innovative products, selected by an independent jury, were displayed. Out of them, 10 were further rated as the finalist products for their contributions to innovate pleasure, health, convenience and ethics for food product. These 10 products all touched on developments, which are of importance to the Asian food industry. This year, the Gold Award went to SAPMER from Mauritius for its Sashimi Tuna Filet; the Silver Award was awarded to San Remo from Australia for its San Remo Pulse Pasta
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Spaghetti; and the Bronze Award went to SILK from China for its Silk Original Skinned Walnut.
La Cuisine Top Chefs Invitational Competition La Cuisine attracted eight teams from Korea, Malaysia, Spain, Beijing, Dalian, Shanghai, Taiwan and Xiamen to compete for the championship. Each team consisted of three highlyskilled Chefs and was required to complete themed dishes on-site. After two rounds of multiple themes, the Taiwan team triumphed over all the other teams and won the honour of ‘Top Chef’ with great acclaim. Retail & Hospitality Forum The retail & hospitality Forum sparkled with the intuitive insights and accurate analysis shared by all-star speakers. The world’s largest online and mobile marketplace, Alibaba, XTC World Innovation, consultants and experts from PWC, Euro Monitor, Marine Stewardship Council and many more delivered speeches on the latest hot topics including food sustainability, import and export policy, food innovation, e-commerce and market trends. World Tour In the 2017 edition, partnered with Nielsen, World Tour helped all the exhibitors and visitors to understand the specific characteristics of the food market by geographic area. 27 billboards featured confidence index and the information to define the retail strategies. Wine Innovation Forum As soon as the first speaker opened the forum on 17th May, this event became the spotlight in the wine sector. Tim Wildman MW (Masters of Wine) joined this year again as the Keynote Speaker and led a star-studded line-up including Barry Dick MW, Sommelier Nikhil Agarwal and many more. Besides introducing wines from Australia, China, France, Germany, India, the US and
Spain, the 2017 edition also discussed and shared thoughts and ideas about building up wine supply chain.
Best Buy China Competition In partnership with WINE100, one of the most professional and influential wine rating agencies in China, Best Buy China Competition brought an effective platform to showcase exhibitors’ star products. This year, 40 exhibitors submitted their wines for Best Buy China Competition and seven Honor Awards were presented. Landmark Biorigo Another special highlight for SIAL China 2017 was the Landmark Biorigo Exhibition at E7 hall, where the famous Chinese and international special food, originating from protected destinations, were showcased. Unique Chinese and international brands, representing regional culture and history, could be found there for domestic and global visitors. Other events held at SIAL China 2017 included China National Specialty Tea Brewers Cup, the sixth edition of the Chocolate World exhibition, and the 5th edition of Seafood Fest – Right Seafood Right Wine. After SIAL Party On 18th May, after SIAL Party took place, over 400 VIP exhibitors and VIP buyers celebrated the great success of SIAL China. Next year, SIAL China will be held from 16th to 18th May 2018. n
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India Declared Partner Country of Anuga 2017 More than 200 Indian companies are expected to participate at Anuga 2017, an international business platform for food industry to be held in Cologne, Germany
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ndia has been declared as the partner country of Anuga 2017, one of the world’s largest and most important trade fairs for food and beverages, which will open its doors on 7th October 2017 in Cologne, Germany. “It gives us the opportunity to showcase our strengths and opportunities to an international audience,” said Minister of Food Processing Industries, Harsimrat Kaur Badal who signed the Memorandum of Understanding for participation at the event with Katharina C Hamma, Chief Operating Officer, Koelnmesse GmBH, which is the organiser of Anuga. The Ministry of Food Processing Industries, Government of India, is responsible for the partner country activities of India at the leading international trade fair for food and beverages. The Ministry will participate with a delegation at the Opening Ceremony of Anuga on 7 th October, Koelnmesse GmbH said in a statement. “We are very much looking forward to the collaboration with the Ministry of Food Processing Industries in the scope of Anuga. The trade fair offers the Indian food and beverage sector an excellent projection and development area,” Hamma said. With its multi-faceted food industry and globally widespread cuisine, India is an ideal casting for the role of Anuga’s partner country, according to the organisers. Around 7,200 exhibitors from 100 countries as well as 160,000 trade visitors from all over the world are expected to attend the 34th Anuga, which is to be held during 7 th-11th October. The five-day biennial trade event will showcase fine food; drinks; chilled & fresh food; meat; frozen food; dairy; bread &
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EVENTS’ CALENDER Heimtextil India 20-22 June 2017 Pragati Maidan, New Delhi, India www.heimtextil-india.in.messefrankfurt.com Ambiente India 2017 20-22 June 2017 Pragati Maidan, New Delhi, India www.ambiente-india.in/ Bakers Technology Fair 7-9 July 2017 CODISSIA Trade Fair Complex, Coimbatore, Tamil Nadu, India www.bakerstechnologyfair.com
Thailand Retail, Food & Hospitality Services 2017 bakery; hot beverages, organic food, and 13-16 July 2017 culinary concepts. Bangkok International Trade & Exhibition Centre Indian suppliers will not only present the (BITEC) Bangkok, Thailand wide variety of Indian food and beverages, http://www.thailandhoreca.com but will also impressively demonstrate their competence and efficiency in the F&B pro + Hospitality Expo 2017 3-5 August 2017 international trade and food service sectors. Dr. Mukherjee Indoor AC Stadium, Over the past years, the number of Panaji, Goa, India Indian exhibitors at Anuga has increased www.trinityworld.biz continually. MIFB 2017 Whereas in 2005, only 45 9-11 Aug 2017 exhibitors from India exhibited Kuala Lumpur, Malaysia at Anuga, in the year 2015 the www.mifb.com.my number went up to 135. More Hotelex Chengdu 2017 than 200 Indian companies 11-13 Aug 2017 are expected to participate Chengdu Century City Int’l Convention & Exhibition Center at Anuga 2017. Chengdu,China I n 2 01 7 , n u m e ro u s http://www.hotelex.cn/ companies are participating under the flag of the Indian Trade Promotion Hong Kong International Tea Fair 17-19 August 2017 Organisation (ITPO), which will demonstrate Hong Kong Convention and Exhibition Center the wide spectrum of companies and Hongkong products. The Agricultural & Processed Food www.hkteafair.com Export Development Authority (APEDA) is a Vitafoods Asia further group organiser. The Indian Oilseeds 5-6 September 2017 and Produce Export Promotion Council Expo & Convention Centre at Marina Bay Sands, ANUGA MEAT Singapore (IOPEPC) will be participating at Anuga for ANUGA BREAD & BAKERY http://www.vitafoodsasia.com the first time in 2017. FINE FOOD Announcing India as a partner countryANUGA Asiafruit Logistica 2017 ANUGA HOT BEVERAGES of Anuga 2017, the Koelnmesse CEO said 6-8 Sep 2017 AsiaWorld-Expo, ANUGA DAIRY that India’s food industry was known for its Hongkong ANUGA ORGANIC efficiency and culinary competence. www.asiafruitlogistica.com Besides the well-known specialities of its CHILLED & FRESH FOOD ANUGA Food & Hotel Thailand 2017 highly-praised culinary tradition, the highANUGA FROZEN FOOD 6-9 Sep 2017 quality raw materials, and partly processedANUGA DRINKS Bangkok International Trade & Exhibition Centre and finished products of the Indian sub- CULINARY (BITEC) CONCEPTS ANUGA Bangkok, Thailand continent are also of immense significance www.foodhotelthailand.com within the global food industry. In addition to tea and spices, India Hosfair 2017 is a major exporter of rice, cereals and 8-10 September 2017 China Imports & Exports Fair complex pulses. All of these products — as well as Guangzhou, China ready-made meals — will be exhibited at http://www.hosfair.com Anuga. n
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TASTE THE FUTURE
10 TRADE SHOWS IN ONE
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THAIFEX-World of Food Asia 2017 Sees Highest Ever Attendance
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HAIFEX-World of Food Asia 2017, one of the region’s largest food and beverage trade shows, concluded on 4 th June with record-breaking event attendance. This year’s show opened its doors to 55,111 visitors from across 130 countries; a whopping 30 percent increase from the 2016 edition of the show. An impactful show that showcased the synergistic partnership between the government and private sector to address growing F&B demands and concerns in Asia, the 14th edition of THAIFEX-World of Food Asia was jointly organised by Koelnmesse Pte Ltd, the Department of International Trade Promotion (DITP), and the Thai Chamber of Commerce (TCC). Committed to providing a truly global experience for everyone, the five-day show witnessed the number of international ex h i b i to rs g row by 1 4 p e rce nt , w i t h representatives from countries such as Scotland, the USA, Australia, Poland, Japan, Turkey, and Vietnam. This is the first time in the show that the absolute number of international exhibitors matched that of the Thai exhibitors, indicative of a powerful show for the region and beyond. “The record-breaking number of visitors is testament to the fact that the F&B industry continues to see the trade show as the place to be. This year’s show proved to be more than just a platform for networking between buyers and exhibitors, but also an avenue for everyone to collaborate, share
Mathias Kuepper thoughts, and exchange knowledge about
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issues facing the industry,” said Mathias Kuepper, Managing Director, Koelnmesse. In a first for the show which opened its doors on 31st May, an exclusive group of Asian top buyers were also hosted onsite for one-on-one business matching and networking this year.
Innovation – the Hallmark of the Show Innovation took centerstage as a key theme throughout the trade show. Together with Innova Market Insights, THAIFEX-World of Food Asia’s official knowledge partner, top F&B trends, as well as hot button issues were presented to all attendees. For the first time, the THAIFEX Innovation Zone and Seminar Series were organised to spur conversations about these trends that are set to take the F&B industry by storm. Industry experts led engaging discussions around product development, packaging innovations, and food technology. Recognising the increasingly niche and changing demands of consumers, the top 50 most innovative products from leading companies, such as Kasel GmbH, Compagnia Alimentare Italiana SPA and Black Isle Brewing Co, were unveiled by independent panels of judges and industry leaders. Identified products included organic quinoa nuggets, rice oil spray and gluten-free beer.
Confluence of Industry ThinkTanks Lauded for its reputation as a thought leadership platform, where visitors can look for fresh inspiration, the event stood true to its name with its multitude of interesting and engaging conferences. Into its third and fifth editions respectively, the Asian Food Franchising Forum and World of Food Safety Conference were wellattended by key business decision makers. The very first SGF/IFU Asia Juice Seminar opened its doors to an overwhelming response, where current trends and future developments in the fruit and vegetable juice industry were discussed. In total, more than 3,000 participants signed up
for over 35 different conferences, held over five days.
Elevating Thailand as the World’s Kitchen The 6th Thailand Ultimate Chef Challenge (TUCC) returned bigger and better, and saw 1,319 entries from 12 countries across 21 competing categories going head-to-head for the highest honour — the right to represent their countries in some of the biggest global competitions, including the WACS Global Chef Challenge in Kuala Lumpur and WACS Global Young Chefs Competition in Lyon, France, which saw 24 entries from 10 countries for three categories. Together with 36 international judges from 12 countries, this year’s collaboration between Koelnmesse, Thailand Chefs Association and the Thailand Culinary Academy crowned the following champions: • Teerapat Teeyasoontranon as the Asian Professional Chef of the Year, • Yang Yang Shen as the Asian Young Chef of the Year, • Wei Hrn Lim as the Asian Pastry Chef of the Year.
Celebrity Coffee Bar (CCB) The third annual CCB, jointly organised by Koelnmesse Pte Ltd, ASEAN Coffee Federation and Singapore Coffee Association, welcomed 15 champion baristas from around the world, where they showcased their skills in latte art and coffee brewing. On top of that, espresso and brew tasting sessions were held and masterclasses conducted onsite for budding coffee connoisseurs, offering tips on how to create the perfect brew. The next edition of THAIFEX–World of Food Asia 2018 will be held from 29th May -2ndJune 2018. n
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ITDC Posts Rs. 12.05 Crore StayWell Hospitality Profit After Tax for 2016-17 Opens Leisure Inn Shrey in India Tourism Development Corporation (ITDC), the public sector Jodhpur undertaking under the aegis of the Ministry of Tourism, posted a robust performance for the financial year 2016-17. Its total turnover stood at Rs. 495.14 crore as compared to Rs. 465.69 crore in the past financial year, clocking a growth of 6.32 percent. Revenue from operations stood at Rs. 473.15 crore as compared to Rs. 437.13 crore in the last fiscal. The corporation posted profit before tax (PBT) of Rs.17.52 crore and profit after tax (PAT) of Rs.12.05 crore in 2016-17 against Rs. 32.42 crore and Rs. 22.55 crore respectively during the previous fiscal. The results were announced in the Board Meeting of the company, held on 30 th May, at the group’s flagship hotel, The Ashok, New Delhi. “FY 2016-17 has been a motivating year for ITDC as it was the golden jubilee year for the organisation. The profit is the result of several proactive initiatives taken by the organisation to improve productivity and efficiency at the beginning of the year,” said Piyush Tiwari, Officiating Chairman & Managing Director and Director (Commercial & Marketing), ITDC. “Besides posting continuous profit year after year, ITDC has maintained its status of Mini Ratna and its commitment towards the shareholders through announcing consistent dividends for the past four consecutive years,” Tiwari added.
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Australia-based StayWell Hospitality Group has launched its fifth property in Rajasthan, the Leisure Inn Shrey in Jodhpur. The opening of Leisure Inn Shrey in partnership with Hukam Constructions & Hotels Pvt. Ltd. offers a roof-top restaurant and conference facilities along with wellappointed rooms and international service standards that the Leisure Inn brand is known for. Additionally, the hotel also houses the famous vegetarian restaurant ‘Grand Chanakya’ which has a sister restaurant under the same name in Jaipur, at the Leisure Inn Grand Chanakya. The opening of the new property solidifies the brand’s presence in the region, said Rohit Vig, Managing Director for StayWell Hospitality Group in India. The partnership with StayWell Hospitality Group was about aligning with the best possible global partner to enter the hospitality sector for the first time, said Shranik Jain, Owner of Hukam Constructions & Hotels Pvt. Ltd. “We have signed 12 hotels under the Park Regis and Leisure Inn brands, which will result in the opening of properties in Hyderabad, Goa, Ahmedabad, Mumbai, Gurgaon–Sohna Road and Greater Noida,” Vig added.
Kerala Tourism Receives ‘Best Destination for Romance’ Award For picturesque Munnar, Kerala has been recognised as the ‘Best Destination for Romance’ by Lonely Planet Magazine India Travel Award 2017. Bollywood actress Diana Penty gave away the award to P Bala Kiran, IAS, Director, Kerala Tourism, at the sixth edition of Lonely Planet India Travel Awards. Munnar is famed for its romantic cottages, cloudy mountains, lively tea gardens, green valleys and for its ongoing background sound of waterfalls. The calm climate of this scenic place makes it one of the most preferred honeymoon destinations in India. “It is an euphoric moment for the state’s tourism department. It is overwhelming to be aware of the fact that Kerala is gaining popularity as India’s most preferred destination among the Indian travellers. The state’s tourism department will continue to keep up the positive momentum with its perennial growth trajectory,” P Bala Kiran said. Other places of the state like backwaters in Alleppey, wildlife in Thekaddy, beach in Kovalam and Trivandrum are equally magnificent. “India’s greenest state, Kerala, is witnessing constant progress in foreign as well as domestic tourist arrivals since 2011,” he added. “As a matter of fact, foreign and domestic tourist arrival in Kerala has escalated by 6.23 percent and 5.67 percent respectively in the previous year,” he said.
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Royal Orchid Hotels Opens Sarovar Hotels Opens Third Property in Mysore Kenya’s First Airport Royal Orchid Hotels recently announced the launch of the third hotel Luxury Hotel in Mysore, Karnataka within the ambit of its brand, with the opening of Regenta Central Herald. The two other Royal Orchid hotels in Mysore are — Royal Orchid Brindavan Garden and Royal Orchid Metropole. With this launch, the count of Royal Orchid chain of hotels went up to 43 hotels in 28 different cities in India. The Royal Orchid Group of hotels is in a strategic alliance with the owners of Regenta Central Herald for managing the operations of the hotel, which is also a part of an identified plan for its growth in India. “As we embark on this expansion drive, we are very particular in identifying strategic, high value markets that present a unique fit for our time-tested services and ambitious growth plans. We are in a consolidation mode and are looking towards expanding through the management contract route,” said Chander Baljee, Chairman & MD, Royal Orchid Hotels Limited. Regenta Central Herald offers 70 well-appointed rooms, fitness centre, mini bar and a multi cuisine restaurant. One can also enjoy MICE facilities with multi-functional banquet spaces, which can accommodate up to 300 guests, making it an ideal venue for social and corporate events.
Sarovar Hotels Pvt. Ltd. recently launched The Lazizi Premiere Nairobi, a luxury hotel inside the Jomo Kenyatta International Airport (JKIA), making it the country’s first five-star airport hotel. Kenya’s President Uhuru Kenyatta officially opened the 144-room premium hotel as part of the government’s tourism and hospitality transformation strategy. “ Ke n ya i s t h e business hub for Africa and has one of the most diverse accommodation facilities. Nairobi being the hub of East Africa offers a great launch pad for our expansion and for growing our footprint in the African region,” said Ajay Bakaya, Managing Director, Sarovar Hotels Pvt. Ltd. “Travellers in transit, airline crews and other local and international visitors intending to avoid traffic enroute to the airport have not had much luck as most hotels are still quite a distance from the main international airport in the capital city. We are aiming to tap that segment with The Lazizi Premiere,” Bakaya added. Guests at The Lazizi Premiere Hotel will enjoy complementary airport transfers, usage of a world-class swimming pool and fitness centre. “The entry of The Lazizi Premiere Nairobi into the Kenyan market seeks to complement the ever-ncreasing demand for hotel rooms in Nairobi, especially during peak tourist seasons,” said Kiran M. Patel, Hotel Promoter & Chairman, Lazizi Premiere.
World Environment Day: The Orchid Hotel Pune Plants 100 Saplings To mark the World Environment Day on 5 th June, The Orchid Hotel Pune — the only certified ecotel in the city — planted 100 saplings in and around the hotel. The entire Orchid team was a part of this drive, which was spearheaded by Rajesh Kumar Gupta, the General Manager. The team put in efforts and created some inspiring environment awareness related placards, which they held during the environment walk of seven kilometres from the Orchid Hotel Pune to National Insurance Academy (NIA), covering Balewadi High Street and Balewadi Chowk. Since the inception of The Orchid Hotel Pune, it has been striving to set an example of including environmentally safe practises in the hospitality industry and these hundred saplings are only a part of its year-round planting activities.
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Focus on Making India the Preferred MICE Destination, Globally India is working towards significantly increasing market share of the global conventions business by 2025 and emerge as the most preferred MICE (Meetings, Incentives, Conferences, and Events) destination globally, a top India Tourism Development Corporation (ITDC) official has said. Aiming to create better awa re n ess of M I C E fo r d r i v i n g n at i o n a l g o a l s , I T D C, t h e p u b l i c s e cto r u n d e rt a k i n g u n d e r t h e aegis of the Ministry of Tourism, Government of India, recently hosted a ‘Road Show’ in collaboration with India Convention Promotion Bureau (ICPB) at The Ashok Hotel in New Delhi. “India is working at both macro and micro levels towards significantly increasing market share of the global conventions business by 2025, from its current share of less than 1 percent, as per ICCA (International Congress and Convention Association) statistics,” said Piyush Tiwari, Officiating Chairman and MD &
Director (Commercial & Marketing), ITDC. “Needless to say, ITDC properties will contribute their mite in augmenting the numbers. Only through collective efforts can we propel India into emerging as the most preferred MICE destination globally,” he added. The roadshow provided an excellent opportunity fo r s ta ke h o l d e rs i n networking and interacting with professional suppliers from the MICE industry, i n c l u d i n g c o n f e re n c e organisers, destination management companies, travel agents, fabricators, etc. In turn, buyers met organisers as well as conference planners from the medical, education, corporate and other sectors. Participating companies included IRCTC, Thomas Cook (India), Cox & Kings, Tourism Corporation of Gujarat, RMB Events, M.P. Tourism, The Leela, Wizard Events, Stic Travels and The Taj Group, among many others.
Vasundhara Sarovar Premiere Ties Up With Arya Vaidya Pharmacy Vasundhara Sarovar Premiere, a backwaters resort located in the Vayalar region of Kerala, has entered into an association with The Arya Vaidya Pharmacy, a distinguished name in ancient Ayurveda, to manage the resort’s Upasana Ayurveda & Spa. “ Th e ass o c i at i o n with The Arya Vaidya Pharmacy will help us elevate our services by offering authentic Ayurveda treatment to our guests. Wellness and spa is one of the most important factors for guests visiting us. AVP is known for quality Ayurvedic medicines and clinical services. This tie-up will bring immense benefits to our guests,” said Anand Nair, General Manager, Vasundhara Sarovar Premiere Vayalar. The luxurious 5,000 sq. ft. Green Leaf certified spa features eight well equipped therapy rooms including four Panchakarma therapy rooms attached with traditional steam facility and shower area, and four western therapy rooms including one couple room attached with Jacuzzi, steam and shower area. Upasana Ayurveda & Spa’s extensive menu offers over 40 traditional Kerala Ayurveda treatments.
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Hotel Business Review
The Tamara Coorg Launches ‘Yoga Temple’ Karnataka’s award winning luxury resort, The Tamara Coorg, known for its picturesque, tranquil and peaceful experiences, added another exceptional feature to itself with the launch of its Yoga Temple. Launched on World Yoga Day on 21st June, the ‘Yoga Temple’ will be a place of divine worship where one can connect with one’s inner self. It is a secular meditative space which unites the mind, body and spirit amidst an exuberant interplay of light, colour and texture. It is located on one acre of converted land surrounded by the lush greenery and serenity of the neighbouring organic coffee plantation and east facing mountain ridges. “With the launch of the ‘Yoga Temple’ we are certain about enabling a holistic experience for our guests that will help them restore balance, harmonise energy and revitalise their mind, body and soul. We take great pride in presenting a truly authentic experience, which can heal, calm and connect one to a larger positive force,” said Shruti Shibulal, Promoter & Director of The Tamara. A team of well-trained and experienced yoga instructors will assist practitioners replace restlessness with calm, impatience with fortitude and the constant search for the self with a complete sense of being. Adorned with traditional Mangalore clay roof tiles and laterite stone craft, the Yoga Temple has been re-imagined to revive indigenous art and extend appreciation to local artisans.
The Fern Silvanus Resort, Alibaug Launched The Fern Hotels & Resorts, one of India’s leading environmentally sensitive hotel chains, has opened a new resort in Alibaug, Maharashtra. Th e p re m i u m res o rt surrounded by densely forested hills, offers 34 s p a c i o u s cotta g es . A l l cottages are spacious and offer a beautiful view of the surrounding hills and are equipped with a comprehensive range of modern amenities required for a comfortable stay. On-site amenities at the resort includes all-day dining at multicuisine restaurant ‘Vista’ , swimming pool and games room where leisure and relaxation becomes top priority. The resort is conveniently located in the coastal town at a distance of nine kms from the Nagaon Beach, while the Kolaba Fort is not far away. Other nearby tourist attractions include Akshi Beach, Varsoli Beach and Kihim Beach. The property is owned by Silvanus Resort and managed by Concept Hospitality, part of CG Hotels and Resorts.
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Hotel Business Review
GST: Hospitality Industry Gets Partial Relief There is good news for the Indian hospitality industry. The GST Council on 18 th June announced some changes to the proposed tax regime that would reduce the tax burden for a great number of hotels and restaurants. The GST percentage on food was earlier fixed at 28 percent in five-star hotels. This has now been reduced to 18 percent; bringing it at par with stand- alone restaurants, said Amitabh Devendra, Secretary-General, Federation of Hotel & Restaurant Associations of India (FHRAI), in a statement. “The slab of Rs.5000 on which earlier there was a GST tax of 28 percent has now been enhanced to Rs.7500. Now 28 percent GST will apply on Rs.7500 and above. It is expected that this measure will benefit a majority of our hotel members,” Devendra said. This means that an 18 percent GST will be levied on rooms with tariff between Rs. 2,500 and Rs. 7,500, which is lower than the tax levied for this tariff range which is 21.3 percent, according to reports. The service tax proposal under the new GST regime was earlier set at 28 percent for hotel tariffs above Rs. 5,000. A senior delegation of FHRAI, India’s apex body for hotels and restaurants, presented a representation to the Union Finance Ministry officials on 31 st May to highlight before them the fact that the proposal of 28 percent GST slab would adversely impact the
hospitality and tourism industry. The delegation requested the Government to relook at the present proposal and advocated a uniform hospitality GST at 12 percent across the country, according to K. Syama Raju, President, FHRAI. “The President, FHRAI is pleased to inform the good news to all our hotel and restaurant members that the representations given by FHRAI to the Honourable Prime Minister, Finance Minister, Members of the GST Council and other senior government officials have been favourably addressed,” the FHRAI Secretary-General informed.
Workshop on GST Transition With the Lok Sabha paving the way for the biggest tax reform in independent India by way of rolling out of GST from 1 st July 2017, Purchasing Professionals Forum-India (PPFI), in
association with Association of Resource Companies for the Hospitality Industry of India (ARCHII) recently organised a workshop on ‘GST Laws and Implications’ to provide an insight into the GST framework as currently envisaged, and the manner in which businesses need to prepare themselves for a smooth transition to the GST. Practising Chartered Accountant and noted indirect tax expert Hanish S. from from Hanish and Associate, Bangaluru presented the nuances involved in transitioning to the new tax regime and how it will impact the hospitality industry. The workshop held in New Delhi on 3 rd June, also saw the experts answering all types of GST-related queries raised by the participants. Devraj Sharma, President of Delhi Tax Bar Association of India was also present and he too deliberated on the importance and benefits of GST. The workshop was attended by a large number of PPFI and ARCHII members. PPFI is a forum where more than 200 professionals from different hotels are associated, and it keeps organising such programmes for the benefit of the hospitality industry. Amarjit Singh Ahuja, President of PPFI and Rajat Pandhi, President ARCHII expressed gratitude toward their speakers and gave away the mementos to them.
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Hotel Business Review
Sandal Suites for Extended Stays O n 7th June, Sandal Suites, a property comprising 195 suites, was launched. According to a press release, the launch of Sandal Suites, operated by Lemon Tree Hotels, marked the opening of Noida’s first upscale serviced suites. The hospitality property is located within Assotech Business Cresterra, the LEED Gold Certified office complex in the IT hub of Sector 135, Noida. Sandal Suites Pvt. Ltd. is a subsidiary of Assotech Realty Pvt. Ltd. Speaking at the launch, Rattan Keswani, Deputy Managing Director, Lemon Tree Hotels, said, “This occasion marks a few ‘firsts’ for Lemon Tree Hotels. It is the first property that the Lemon Tree Hotels, through our management arm Carnation Hotels, will be operating in Noida, and it represents our first foray into the upscale serviced suites space. This is also our first partnership with Sandal Suites Pvt. Ltd., one that we hope to see grow in strength in the coming years.” “Best suited for extended stays, Sandal Suites features 195 well-appointed suites, extensive banqueting facilities, delectable dining options, and an array of recreational facilities, in a contemporary setting,” asserted Rattan Keswani. However, Sandal Suites can easily be opted for short duration of stay as well. “The launch of Sandal Suites is in response to the growing demand for
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comfortable and convenient extended stay accommodation options for business and IT professionals in our vicinity,” he continued. But that doesn’t mean that the property doesn’t and cannot hold appeal for high-end leisure travellers; it does. “We are open to all guests, across business and leisure. It is the only upscale accommodation available within an 8 km catchment and is the perfect address for those looking for a ‘home away from home’ experience – be it business travellers, project teams or relocating families”, pointed out Keswani.
Out of these 195 suites of the property, 94 were not operational at the time of the property’s official launch. “We are expecting all suites to be operational by September of this year,” conveyed Keswani. Here it deserves a mention that each of the elegantly designed and furnished Studio, Standard and Deluxe suites of the property, ranging from 225 sq. ft. to 515 sq. ft., features an independent balcony, a separate living area, a well-appointed workstation, and a kitchenette featuring a tea/coffee maker, a microwave and a mini bar. Deluxe Suites include a separate dining area, a kitchen equipped with a hob and chimney and a large refrigerator, and washrooms with a separate bathtub and shower area. The Crest Suite, spread over 1,340 sq. ft, features a luxurious bedroom, a beautifully designed dressing area, a study, and an opulent bathroom. The expansive suite exudes a sense of understated luxury, comfort, and style, complemented by stateof-the-art technology and personalised service. Sandal Suites also features a suite for the differently-abled. In addition, an entire floor has been dedicated for women guests. Access to high speed WiFi, additional housekeeping services, baby sitters, chauffeurs and business services are offered to the guests at the property. “Extended stay guests have specific
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Hotel Business Review
Rattan Keswani requirements, and we offer dedicated parking facility, cars for hire, additional housekeeping services, grocery shopping assistance and short-term storage facilities
here,” offered Keswani. “The property houses Citrus Café, the Lemon Tree Hotels’ signature all-day dining restaurant, serving the best of Indian, Continental and pan-Asian cuisine. Citrus Patio, the al fresco dining area, provides a beautiful outdoor extension to the café,” articulated Keswani. For those who want to dine in the comfort of their suites, in-room dining is available 24x7. Bitters, the bar, which is set to open soon, can ideally be opted by the people for having a meeting or unwinding, over heady beverages with delectable starters. The hospitality property has lots of offerings for MICE guests. “Sandal Suites features an extensive array of well-appointed spaces for business or board meetings, conferences or private events, whether large or small. The large pillar-less ballroom, Tangerine Grand, is spread over 4,000 sq. ft. with a large pre-function area, catering to
events having up to 400 guests. The ballroom can further be demarcated into Tangerine Grand 1 and Tangerine Grand 2 for separate events. Two independent conference rooms – Tangerine 1 and Tangerine 2 – are suitable for meetings ranging from 6-16 guests,” elaborated Keswani. A comprehensively equipped gym, rooftop swimming pool, a tennis court, a squash court, and a kids’ zone with a table tennis room are other facilities offered for the guests in the property. Kiyomi, the spa of the property, managed by O2, is expected to be opened by September of this year. A pool bar will also be opened soon. The guests in the Deluxe Suites will also have the choice of ordering fresh vegetables and deli products and meats – cleaned, prepped, and vacuum sealed and delivered at their suite., which can enable them to cook their meals in their own suite. n
Grand Mercure Enters Gujarat
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u r y a Pa l a c e , t h e re n o w n e d thirty-year-old hotel in the city of Vadodara, has recently been re b ra n d e d to G ra n d M e rc u re Vadodara Surya Palace. Strategically located in proximity to Vadodara’s business district and corporate hubs, the hotel becomes the first hotel in Gujarat to be covered under the ambit of Grand Mercure brand. Featuring 146 well-appointed guest rooms including five suites, Azure — an all-day multi-cuisine dining restaurant— a delicatessen named Vanilla dotted with enchanting graphic arts, a fitness and wellness centre, the hotel is a mere 2
minutes drive from the railway station and 10 minutes drive from the airport. It is worth stating that many of the sights and sounds of Vadodara are located within a few minutes of driving distance from the hotel. Ea c h g u es t ro o m of t h e p ro p e rty features modern design aesthetics, in-room amenities and Wi-Fi access. The hotel is also home to one of the city’s largest pillar less events space, spanning over 19,000 sq. ft., with six meeting rooms which are ideal for conferences, weddings and social gatherings of all sizes. The spa and swimming pool of the hotel are soon to become operational, whose day-to-day usage by the guests is expected to enhance the hotel’s wellness quotient. “The rebranding of Surya Palace to Grand Mercure Vadodara Surya Palace highlights AccorHotels’ growing network in the region. It further strengthens our presence in Gujarat as the first upscale property under the brand of AccorHotels in the state and West India,” said JeanMichel Cassé, Chief Operating Officer, India & South Asia, AccorHotels. AccorHotels brings its international brand heritage, large distribution network and the benefits of its global loyalty program to the thirty-year-old hospitality property. AccorHotels will further augment its presence in Gujarat with the opening of
Rajesh Gopalakrishnan, General Manager, Grand Mercure Vadodara Surya Palace, Piyush Shah, Managing Director, Jindal Hotels Ltd & JeanMichel Cassé, Chief Operating Officer, India & South Asia, AccorHotels
a Mercure hotel in Dwarka, later this year. “We are delighted to associate with AccorHotels and with the rebranding of Surya Palace to Grand Mercure Vadodara S u rya Pa l a ce. Th e h ote l h as a l ways resonated with Vadodara; its people, art and culture. An appreciation of craftsmanship and a commitment to elegance are woven throughout the hotel,” asserted Piyush Shah, Managing Director, Jindal Hotels Ltd., the company which owns the hotel. The sculptures by Nagji Patel depicted on the porch of the hotel, and the expression of colours and figures in the paintings showcased in the lobby are less likely to fail to impress a connoisseur of arts. n
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Appo intments
Hotel Business Review
Rohit Verma Rohit Verma has been appointed as the General Manager of RS S a rova r Po rt i co, Pa l a m p u r, Himachal Pradesh. With over 1 6 ye a rs of ex p e r i e n ce i n hospitality, Verma brings with him a hands-on experience i n o p e rat i o n m a n a g e m e nt , inventory management, quality- customer relationship management and team management. P r i o r to j o i n i n g S a rova r Hotels, Verma was associated w i t h Co u nt ry I n n & S u i tes by Carlson Jaipur, Fortune S e l e ct M et ro p o l i ta n Ja i p u r and Amanbagh Rajasthan as F&B Manager. His other past assignments include various roles in F&B at Carnival Cruise lines, Miami, USA, The Oberoi New Delhi and The Oberoi Cecil Shimla. He had undergone his initial trainings in hospitality with The Oberoi Cecil Shimla.
Amit Prashant Chakraborti Courtyard by Marriott Pune Chakan recently appointed Amit Prashant Chakraborti as
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the Chef De Cuisine. An industry veteran, having more than 10 year of experience, Chef Amit has had been associated with some of the best hotel brands i n t h e co u nt ry. I n h i s n ew role, he would be responsible fo r s u p e rv i s i n g res ta u ra nt kitchen shift operations and e n s u r i n g co m p l i a n ce w i t h all food & beverage policies, standards and procedures. He would also play a key role in developing specific guidance and plans to prioritise, o rg a n i s e , a n d a c c o m p l i s h daily kitchen operations work, besides setting and supporting achievement of kitchen goals.
welcomed Kaul in the capacity of Front Office Manager. He was later selected as a Corporate Trainer and was involved in the pre-opening of various hotels in the Middle-East. During his tenure at The Ritz Carlton, he had handled visits of various state dignitaries and royal families. B efo re m ov i n g to J W Marriott New Delhi Aerocity, Kaul was the Director of Rooms & Residences at The Address, Dubai Mall.
Zhang Xue Shi Alok Kaul The 523-room JW Marriott N ew D e l h i Ae ro c i ty h as appointed Alok Kaul as the Director of Operations. With more than 20 years of experience in the hospitality segment, Kaul is a seasoned professional. Ka u l s ta rte d h i s ca re e r with Le Méridien New Delhi in 1996 as a trainee. He then m ove d o n to H ote l O b e ro i Towers, Mumbai, now called The Trident, as Front Office Assistant. From 1999 to 2006, Kaul had an enriching and rewarding experience with Burj Al Arab in Dubai. After a sevenyear stint at Burj Al Arab, Kaul joined Jumeirah Beach Hotel, D u b a i i n 2 0 0 6 as a D u ty Manager where he ensured a smooth and efficient running of the hotel operations. In 2007, The Ritz-Carlton
Chef Zhang Xue Shi has been appointed as Chinese Chef de Cuisine at the Cantonese k i tc h e n at K 3 , t h e a l l - d ay dining restaurant at the 523room JW Marriott New Delhi Ae ro c i ty. Fo n d l y k n ow n as Chef Oliver, he comes with around 17 years of experience in handling kitchen operations and management. After intensive training in Chinese culinary arts from the Cooking School of Changping District in China, he begun his career with Yidu Hotel in Beijing in 2000 and a year later moved on to Chuanbo Zhonggong Hotel. In 2002, Chef Oliver moved on to Grand Hyatt, Beijing where he gained rich experience of working at ‘Made in China,’ the signature C h i n es e res ta u ra nt of t h e hotel. For his sincerity and d i l i g e n ce at wo r k , h e was bestowed with the ‘Hyatt Star’
award. After spending nine enriching years in Beijing, he joined Hyatt Regency Chennai i n 2 01 1 , as t h e s e co n d i n c o m m a n d of t h e C h i n e s e restaurant of the hotel. He conceptualised and executed va r i o u s fo o d fes t i va l s a n d showcased his rich culinary heritage at the hotel. Chef Oliver believes that constant innovation and keeping oneself abreast of latest culinary trends are the most important rules to excel in this profession.
Rahul Yadav JW Marriott New Delhi Aerocity has appointed Rahul Yadav as the Director of Spa for its Quan Spa. Ya d a v h a s e x t e n s i v e ex p e r i e n ce, h av i n g s ta rte d right from the entry level in t h e we l l n e s s i n d u s t ry a n d reaching its top position. Yadav joined JW Marriott Hotel Juhu, Mumbai in 2003 with the Recreation Areas in his charge. Ya d av m ove d to Th e Fo u r Seasons Hotel Mumbai to join the group’s flagship property in India as Spa and Health Club Supervisor, in the year 2010. During his four year tenure at the Four Seasons Hotel, he was promoted to the Assistant Manager — Spa and Health Club position. Thereafter, he joined as the pre-opening Spa & Recreation Manager at the Four Seasons Bahrain in the year 2014.
Ap p oi n tm en t s
Sukanta Das JW Marriott New Delhi Aerocity has appointed Sukanta Das as the Executive Pastry Chef for Delhi Baking Company – the hotel’s patisserie. Chef Sukanta comes with over 16 years of experience in handling kitchen operations and management. Chef Sukanta began his career in the year 2000 as an Industrial Trainee at Swosti Hotel, and moved on to join Renaissance Mumbai and Convention Centre and Marriott Executive Apartments in 2002 as a Culinary Associate in Pastry. He was promoted to Demi Chef de Partie in 2004. From 2008 – 2012, Chef Sukanta worked with Taj Hotels in Goa and Hyderabad as Pastry Chef. He shifted to New Delhi in 2012 and worked at Radisson Blu Plaza as the Executive Pastry Chef where he was responsible for menu design, maintaining consistency of the products and setting up training programmes. He then moved to Shangri-la Eros Hotel, Delhi as the Executive Pastry Chef before joining JW Marriott New Delhi Aerocity.
Vijay Jaiswal
Hotel Business Review
S a rova r H ote l s re ce nt l y announced the appointment of Vijay Jaiswal as the Senior Vice President – Sales & Marketing. Jaiswal brings with him over 29 years of experience in the hospitality industry. P r i o r to j o i n i n g S a rova r Hotels, Jaiswal was associated with ITC Hotels. In a career spanning about three decades, he has held several positions at ITC Hotels. A re c i p i e nt of ‘Ac h i eve r Award in Marketing’ at the PATWA International Achiever Award, Jaiswal also served as the Area Manager, Sales & Marketing at ITC Maurya in New Delhi.
Ashwin Vijayasekar Singapore-headquartered real es tate m a j o r Ca p i ta La n d ’ s wholly owned serviced residence business unit, The Ascott Limited (Ascott), has appointed Ashwin Vijaysekar as the General Manager of Citadines OMR Chennai; A s c o tt ’ s s e c o n d s e r v i c e d residence in the city. Vijaysekar’s career in the h o s p i ta l i ty i n d u s t ry s p a n s almost one and a half decade w i t h ex p e r i e n ce i n s e n i o r management position, both in India and the Middle-East. In his new role at Citadines OMR Chennai, he will be responsible for managing the operations of the new serviced residence. Prior to joining Citadines, Vijaysekar served as the General Manager of Kohinoor Asiana Hotel in Chennai, where he successfully handled rooms operations, sales & marketing, business development, F&B operations and key account management. A Bachelor in hotel management from the University of Madras, Vijaysekar had earlier worked with other international hospitality brands like Radisson Hotels, Taj Hotels, AccorHotels among others.
Manuj Ralhan JW Marriott Bengaluru recently announced the appointment of Manuj Ralhan as the new Food and Beverage Director. Ralhan joins JW Marriott Bengaluru f ro m Th e I nte r Co nt i n e nta l Mumbai where he was the Executive Assistant Manager of Food and Beverage. In his new role, Ralhan will be responsible for focused and innovative strategy implementation in the F&B services and operations at JW Marriott Bengaluru. In a career spanning over 15 years, Ralhan has worked across various locations in India and overseas. He is specialised in pre-opening luxury city hotels & iconic resorts.
strength in hotel operations, marketing, food & beverage, human resources and finance. He brings to the table expertise that includes delivering above average financial performance, market share growth, improving s e rv i ce s ta n d a rd s as we l l as m a i nta i n i n g exce l l e nt relationships with stakeholders. He was a Board Member of the Executive Committee of the American Chamber of Co m m e rce H yd e ra b a d a n d was also appointed as the Vice- President and Secretary of the Hyderabad Convention and Visitors Bureau (HCVB) in 2016. Kielnhofer was recognised as General Manager of the Year in the Upper Upscale & Luxury segment 2015 by Starwood South Asia region. Under Dietmar’s leadership The Westin Hyderabad Mindspace was also voted as the Best Luxury Hotel in 2016 by the Indian Hospitality Awards West and South.
Ramandeep Marwah
Dietmar Kielnhofer Dietmar Kielnhofer has been a p p o i nte d as t h e G e n e ra l Manager at JW Marriott Mumbai S a h a r. P r i o r to j o i n i n g J W Marriott Mumbai Sahar, Dietmar was serving as the Complex General Manager at Starwood Hyderabad. W i t h o v e r 3 0 ye a rs of industry exposure across Europe, Africa, the Middle-East and Asia, Kielnhofer possesses major
Ramandeep Marwah has been a p p o i nte d as t h e G e n e ra l Manager of the 115-key JW M a r r i ott M u ss o o r i e Wa l n u t Grove Resort and Spa. Earlier he was the Director of Operations at the JW Marriott Pune. Marwah has worked across I n d i a ’ s l e a d i n g h o s p i ta l i ty groups such as Taj Hotels, Resorts and Palaces; The Leela Palaces, Hotels and Resorts; and Shangri-La Hotels and Resorts, to name a few. His journey with Marriott began in 2012 with JW Marriott New Delhi Aerocity.
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Hotel Business Review
Cover Story
Wellness Solutions for Hospitality The way spas are being viewed and used has evolved over the centuries and today they are attracting both leisure and business travellers. Spas now are considered as havens for wellness and leisure experience, which provide treatments and services that promote physical and mental relaxation. Managements of high-end hotels and resorts in our country now find spa as an essential feature for their guests. The last issue discussed the main clientele of spas in India, and the diversified benefits of spa, in the context of the Indian hospitality industry. In this issue, Ashok Malkani takes a look at the space requirement for spas and the different spa services provided by the hotels and resorts. He also throws some light on the safety aspects of spas.
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Cover Story
Hotel Business Review
O
ve r t h e l as t few ye a rs , t h e popularity of spas has been increasing in the Indian hospitality industry. In fact, the growing popularity of spas seems to be a global trend. A report published by Allied Market Research, titled Spa Services Market - Global Opportunity Analysis and Industry Forecast, 2014 - 2022, projects that the global spa services market would reach 154.6 billion USD by 2022. The tendency towards holistic wellness of mind, body and soul is not only a happening trend in India, but around the globe. No wonder, the spa treatments are becoming popular by the day. The general concept is that spas can revitalise and re-energise a person. However, the perception about the utility of spas has evolved over the years. Today spas are no longer considered essential for healing the body, as was done centuries ago. Then, entire towns used to sprung up around mineral rich springs where people used the water to heal different ailments. In fact, the word spa is believed to have been derived from the Latin word ‘Sanitas per Aquam,’ which means procurement of good health by the help of essential oils and water. For the leisure and business travellers today spa has come to mean a place for invigorating and rejuvenating them through different oils and treatments. Today, people travelling for business or pleasure, expect and seek spa services in the hospitality properties where they check-in. The hotels in India – stand-alone as well as chains — have realised that spa can be a valuable market worth tapping into.
Space for a Spa But there are certain essential elements necessary to start a spa. One of them is the sufficient space. How much space is needed to offer different wellness treatments? Mahima Sharma, Director of Spa – JW Marriott Mumbai Sahar, stated, “A spa definitely needs large space investments. The spa can have various sections to it such as reception area, treatment rooms, Ayurveda room, couple massage room, washroom, lockers, steam and sauna.” “Spa by JW at our hotel comprises seven treatment rooms, which include a couple treatment room as well as an Ayurvedic treatment room, providing the goodness of age-old beauty recipes made from fresh and natural ingredients. Spa facilities with us include a private Jacuzzi for couples, a
dressing and make-up room, two steam and sauna rooms and two separate Jacuzzi for men and women. Besides the treatment rooms, our Spa by JW also has a spa lounge comprising of different zones – Express Treatment Pods, Private Pods, Private group seating, and Retail Space to fulfill the same. These zones support various guests from individuals to small groups, thus making them more approachable,” Mahima expressed. “Express Treatment Pods is a unique feature at the Spa by JW, offering treatments as a simple indulgence. The two Express Pods allow our guests to revive with dry massages ranging from 12 minutes to 40 minutes. Aptly suited for the business travellers, our guests can walk -in here to unwind and de-stress with our dry massages on specially designed express chairs and experience moments of serenity. Private Treatment Pods are for individuals who want a place to relax, work, think or read alone. These pods allow one to focus on her/his own sense of well-being, by feeling a sense of privacy without isolation. Here a foot massage can be opted for whilst relaxing. Retail Zone has an array of aromatherapy products that helps guests achieve the desired result as per their needs,” Mahima elaborated while pointing out, “Spa by JW assures to be a one-stop destination for an ultimate relaxation and rejuvenation experience, regardless of one’s schedule.” Dinesh Dasgoswami, Spa Manager, Hyatt Regency Pune, averred, “The minimum square footage required to build a spa with hydro thermal facilities is approximately 5,000 square feet. However, in some cases it depends on the concept and project for
different types of treatment rooms.” “We have six spacious treatment rooms at Arogya Spa, which includes two couple’s room and one Ayurveda treatment room plus a relaxation lounge,” he informed. Ratheesh Kumar, Spa Manager, Park Hyatt Goa Resort and Spa, is of the view that “Ideally a smaller spa needs a space of at least 3500 – 5000 sq.ft area. Based on the spa concept and treatment offerings we should have specially designed treatment rooms.” “Sereno Spa is one of the largest spas in India with an area of 36,000 sq.ft and 16 treatment rooms. Our facilities include nine spa suites and seven outdoor spa pavilions featuring single or double treatment rooms; offering an outdoor plunge pool and a private shower with steam facility,” he informed. “An optimum space of about 5000 sq.ft. is required for a good spa with calming and relaxing ambience. Spas need special rooms for different treatments like for facial, Ayurveda massage, western treatment, etc. We have sufficient space for several treatment rooms,” stated Sandeep Chitkara, of the spa at Jaipur Marriott Hotel. Ramdinpuii Hmar, Spa Manager, Kaya Kalp Spa, ITC Maratha, Mumbai, feels, “Spa should have enough of space where the guest feels peaceful & relaxing with the ambience.” M a n o j C h a u h a n , S p a a n d Fi t n ess Manager, Sofitel Mumbai BKC, said, “Our So SPA sprawls over 6,000 sq. ft. Located in a calming corner of the third floor, it has six treatment rooms that give guests their privacy during treatments, in a soothing environment. Of these, one is an exclusive couple’s spa area with a private Jacuzzi and
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Cover Story
Hotel Business Review
other amenities.” “A spa needs to have sufficient space to accommodate at least five to six treatment rooms. Different rooms are definitely required for different types of treatments. Our hotel has nine treatment rooms which includes Ayurvedic treatment room, facial room, pedicure room, couple massage room, eye treatment room, steam room and massage rooms,” pointed out Migmar Lhamo, Spa Executive, JW Marriott Mumbai Juhu, “With us each treatment has a different methodology and treatment bed e.g Ayurveda treatments’ bed is called ‘ DRONI’ which is made of neemwood, to give you fast relief from rheumatism; Thai massage needs special mattress and pillow; western treatments require hydraulic adjustable bed. At our hotel we have facilities for each treatment and sufficient space and treatment bed,” offered Abbas Painattu, Spa Manager, Renaissance Mumbai Convention Centre Hotel. “Generally about 2000-2500 sq. ft. area is required for a spa so that there is ease of movement and a feeling of being special and comfortable. In the spa at our hotel, there are specific and welldefined areas to carry out different treatments and therapies, which make our guests feel comfortable,” expressed Aparajita Das, Executive Housekeeper, Novotel Kolkata Hotel and Residences. However, Hisae Sumiyama, Sales & Marketing Asst. Manager of Sara Spa, of The Chancery Hotel Bangalore, feels that spa’s space and size is not so important. “It varies depending on the concept and business plan of a particular spa. But I believe that the quality of therapist, the spa interiors and atmosphere are much more important. It is possible to have different kinds of treatments in the same room, but if you want the therapist to work more freely and give a more effective treatment, then it is better to arrange different rooms for different therapies,” Hisae said. “In our spa we have a total six rooms with three of them having capacity for up to four guests to take treatment at the same time. We can arrange different rooms for different therapies also,” Hisae proffered. “A spa needs approximately 1000 sq. ft to 1200 sq. ft space. Different treatments can be done in one room only. As far as the spa at our hotel is concerned, yes we have sufficient space for several treatments including a special Couple’s Spa Treatment Room, an Ayurveda Room and a Beauty/ Facials Room,” stated Dr. Manisha, Spa Manager, U Tropicana Resort Alibaug.
Dr. Manisha
Manoj Chauhan
Aparajita Das
A Bouquet of Wellness Spas and touch therapies are intrinsically connected. The nurturing touch of a skilled therapist’s hands not only improves blood circulation and stimulates the lymphatic system but also provides relief from
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Dinesh Dasgoswami
specific ailments. Most of the hotels have specially curated menus for their guests. Mahima gives an elaborate list of the treatments offered at the JW Marriott Mumbai Sahar. “We have several massages under different headings. Under ‘Calm’ we have Stress Relief, Sleep Deeply and Shirodhara. We also have a soothing facial and a body massage for creating balance. Under ‘Indulge’ we have Ultimate Aroma Therapy, Clear Your Mind, Signature Spa by JW, Exotic Spa Journey, Firming & Brightening Facial, a full body Intense Nourishment massages. Under ‘Renew’ there is Intense Muscle Release, Facial Brightening, Deep Clean and Eye Lift massages. Besides this we also have a facial for men. Then there is also the Body Detox and Revitalising massage besides the Marine Body Wrap. Under ‘Invigorate’ there are Renergise, Balinese, Abhyangam, Herbal Pouch, Ayurveda Stress Reduction, Anti-aging Facial and a full Body Polish massages,” she elaborated. That is not all. “We also have a series of Express Treatments whose duration range from a period of 12-40 minutes,” she pointed out. ‘There is a wide range of massages, body scrubs, body wraps, facials, manicure and pedicure, and all patterns of saloon services available at the spa in Novotel Kolkata Hotel and Residences,” iterated Aparajita. Rishi Neoge – General Manager, Howard Johnson Bengaluru Hebbal, declared, “We offer a wide variety of specialised therapies like Thai, Balinese massage, reflexology, rejuvenate scrub, foot/head/shoulder message, skin therapies, etc.” “At the O2 Spa in Jaipur Marriott, we have a wide range of treatments specially designed for everybody’s needs and requirements like aromatherapy, Swedish Massage, Balinese, deep tissue. Apart from that we do have choice of four hands massage in which two therapists work side by side at the same time,” disclosed Sandeep. “We also have spa packages like Jet Lag Package, Precious Time Together and many more. Apart from massages we have body scrubs, body wraps, facials, manicure and pedicure as well,” he added further. “We offer various treatments at JW Marriott Mumbai Juhu’s spa. Our signature treatment known as the Quan Fusion, consists of a thorough and rhythmic massage that releases stress and invigorates the muscles and joints. We also offer Thai massage, back massage, foot massage, deep tissue massage and Nirvana massage,” stated Migmar. “A b h ya n g a , o u r Ay u rve d i c t re at m e nt , i s composed of herbal infusions garnered from the annals of Ayurveda. This detoxifying treatment revitalises the mind and body. It includes a deep massage with warm medicated oils, followed by a steam bath which stimulates circulation and
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Mahima Sharma
Abbas Painattu
Migmar Lhamo
Ramdinpuii Hmar
Hotel Business Review
restores your spirit. We also offer Shirodhara, which is one of our Ayurvedic treatments. Our Ayurveda treatment also consists of Indian Head Massage and Spice Bundle Massage. We also offer different types of body scrub and body wrap treatments such as Cane Sugar and Tamarind Body Polish, Sandalwood Turmeric Scrub, Chocolate Wrap and invigorating Marine Wrap. Quan Spa also presents facials and eye treatment. We are renowned for our Couple’s Massage treatment and we also have a special Couple’s Haven suite for it,” Migmar elaborated further. “We have a varied range of treatments available at Arogya Spa in Hyatt Regency Pune, which includes body massages, body scrubs, wraps, facials, a list of indigenous therapies and signature treatments by June Jacobs,” claimed Dinesh. “At the Kaya Kalp Spa in ITC Maratha Mumbai, we are offering different types of body treatments like Swedish Massage, Deep Tissue Massage, Thai Massage, Aromasoul Treatment, Tension Reliever and Sacred Nature Massage,” stated Ramdinpuii. “So SPA at Sofitel Mumbai BKC serves its guests with the best beauty treatments including Immortelle Secret of Youth, Shea Nourishing Comfort, Soothing Lavender Massage, Angelica Fountain of Glow and more,” affirmed Manoj. “The So SPA treatments draw inspiration from a French gourmet restaurant menu, another area of Sofitel’s sphere of excellence. The Starters & Desserts last for 30 minutes, the Main Course lasts between 30 & 90 minutes. There are a few Specials and menu suggestions that last up to 150 minutes per treatment. At So SPA, the abundance of peace meets the abundance of space and it promises a unique personal experience; spruced with great music and exclusive signature treatments. A few signature treatments with us include the So Rejuvenating Facial — a refreshing and tasteful facial care — and So Exhilarating Massage — an euphoric and soothing, deep body massage,” Manoj articulated. “Yoga Shiatsu is one of our original and our most recommend therapy. This therapy is effective for almost any physical and mental disorder,” asserted Hisae. “At our ‘U Santé Spa’ at U Tropicana Alibaug, we offer both Ayurveda & non-Ayurveda therapies. We have our signature therapies like Traditional Balinese, LomiLomi Massage, Aromatherapy, Abhyanga (Ayurvedic massage) and Udhavarthana. Our spa menu also consists of foot therapy, head therapy and back therapy. Under the ‘Beauty’ section, we provide treatments such as clean up, facial, body scrub and body wrap,” declared Dr. Manisha.
Body Wrap Benefits One of the popular treatments in spas these days
are body wraps. These treatments are believed to exfoliate dead skin cells and revitalise tired skin. They also soften the skin and endow the skin with added moisture. Body wrap therapy is one of the vital entities in spa menus. In the initial days after the discovery of body wrap treatment, it was known as ‘just another method of weight reduction’. But in the recent years, it has become the most natural way to improve the texture of skin and keep it moisturised. Today, there are various types of body wraps available in the market to choose. The benefits of these body wraps are varied. “Body wraps are currently in demand and in vogue at spas. The ‘slimming’ wrap treatment provides miraculous and noticeable slimming benefits. Body wraps facilitate in addressing arthritis, skin ailments and cellulite. ‘Detox’ wraps
draw toxins out of your body, leaving you completely relaxed, rejuvenated and glowing! Spas believe that during a body wrap, you emerge from your wrap as if from a cocoon — a completely relaxed, moisturised, detoxified, cellulite-free and noticeably slimmer butterfly,” affirmed Dr. Manisha. “They are exceptionally beneficial as a quick way to re-mineralise the body, and replenish it with nutrients and elements lost on a daily basis, thus boosting moisture in your skin and helping to rejuvenate and relax the body,” she pointed out further. “Body wrap helps to give nutrition to skin and can be expected to tighten and detoxify the body,” added Hisae. “There are several benefits of a body wrap. Body wraps have medicinal benefits for thyroid conditions and could address complications with suppressed immune systems. They are considered a key part of alternative medicine and they can also give you the jump start you need to get your metabolism in top-notch shape. Leaving your body feeling rejuvenated and more energetic, they detoxify, tighten and contour your body by drawing
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Hotel Business Review
Sandeep Chitkara
Dr. Ratheesh Kumar
out toxins and impurities,” observed Ramdinpuii. “Body wraps help to remineralise and recharge the body with nutrients and elements, boosting moisture in the skin, thereby helping to rejuvenate and relax the body and the mind,” asserted Dinesh. “Body scrubs and wraps date back to ancient China. Body wrap cleanses your body and removes dead cells. It is very good for detoxifying and as it is high in minerals and vitamins. It leaves your skin feeling intensively hydrated and radiant. It also makes your skin glow. You will be able to see the difference in your skin just in one body wrap session. Body wrap is very relaxing and makes your body feel light. Your skin gets moisturised and becomes softer. It also relieves pain and enhances metabolism,” articulated Migmar. Sandeep disclosed, “A body wrap - also known as a ‘body cocoon’ or ‘body mask’ - is a spa treatment created to enhance the health and appearance of skin, and/or reduce body measurements. A nourishing oil or mineral-rich formula is applied to the spa guest’s limbs and torso before they are wrapped in cotton, mylar bandages or a plastic film. This promotes the extraction of dirt, toxins and excess water from the skin.” “Body wraps dehydrate the skin, provides it with moisturiser and removes dead skin,” pointed out Mahima. “The wrap makes the skin look tighter and helps to lose a few pounds of water weight. The skin gets exfoliated through natural ingredients, and the dead cells on the surface of skin are scrubbed away, making the skin look super soft, nice and moisturised,” stated Aparajita. “Body polishes gently exfoliate your skin, promoting cellular renovation, refining pores and giving your skin uniform relief,” averred Abbas.
Safety in Spas
Hisae Sumiyama
Rishi Neoge
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With the increasing trend to visit a spa, one is led to ask a question: How safe are they? Some time back there was a case of 100s of people being struck by pneumonia on a cruise ship due to heated whirlpool in a spa on the ship. Abbas pooh pooh’s the statement by stating that “cruise spas and hotel spas are entirely different in terms of ambience, climate and structure.” “Spas are very safe. Also good hygiene standards are maintained in the spas,” Dr. Manisha emphasised. “There are several guidelines and precautions which are taken into consideration while giving spa treatments. The care, well-being of the guests and caution are integral part of the training that is offered to the therapists and staff,” disclosed Aparajita.
Sandeep concurs with this. “While taking care of guests we ensure their comfort and safety. We use good quality products in accordance to guest’s skin type, and test all the products before applying,” he averred. Migmar adds to the general chorus that spas are safe. “Spas are pretty safe. Speaking about our hotel spa our guests never had any issues that compromised on their safety. We take special precautions and look after the maintenance of spa on a regular basis. Our therapists are well trained, experienced and certified. In case any new therapist joins us we conduct a treatment test for her/him and train her/him well,” asserted Migmar. “Our spa is perfectly safe. We have disinfection facility by Ozone and keep the place hygienic. We use the same technology to maintain a safe and hazard proof spa environment as we do in Japan,” claimed Hisae. “I personally recommend people to visit registered and reputed spas to avoid getting infections or falling sick. Also kindly inform the spa therapist about your medical concerns and allergies before starting any spa therapy,” proffered Ratheesh. Dinesh however, puts forward a word of caution. “When we talk about communal hydro thermal facilities such as pool, steam, sauna, and whirlpool, there is not only a strong chance of bacterial transmission but also a possibility of presence of other organisms. In fact, wet and hot areas are the ideal place for organisms to grow. It is not only pneumonia; we cannot deny the chance of other bacterial transmissions as well. Spa management should take initiatives to offer a clean and hygienic facility to the guests while maintaining the water parameters in pool by appropriate free chlorine, PH and total alkalinity. Ozone filtration also plays an integral role to make the pool germ free,” elaborated Dinesh. Overall, we can see that high-end hotels and resorts in the country are not only having a gamut of treatments at their spas for the holistic well-being of their guests, but are also offering a perfectly safe environment for their guests so that they could indulge without any sense of apprehension. n
ARCHII Presents an Attractive Business Platform ARCHII invites its members to participate in the following forthcoming exhibitions, which would be brimming with huge business potential
Tent Decor Asia (Catering show)
Food & Beverage and Hospitality (FBH)
Venue : Pragati Maidan Date: 10-12 August 2017
Venue : Nepal Date: 08-11 September 2017
For Rates Please Contact Ms. Bharti
The rates this year is INR 4238 per sq. meter which includes octonorm system stand with 01 table, 02 chairs, 02 tube lights, 01 plug point (5amp with 300 watt) and 01 fascia and 13% govt. VAT.
AAHAR Regional show Venue : Mumbai Date: 11-14 October 2017 Rental is Indian exhibitor Rs. 7,000/per sq.mtr (shell Space) ,Rs. 6,500/per sq.mtr (Bare Space), Foreign exhibitor/Indian agent of foreign company US$ 190 per sq.mtr (shell Space) & US$ 175 per sq.mtr (Bare Space) service tax extra 15% .Layout plan will be provided shortly.
Advertise in our Newsletter and get exposure in the forthcoming 3 Hospitality events & shows
Jumbo Page : 385 x 290 mm (H x W) Rs 30000 (Cover back) Rs 25000 (Inside Pages) 1/2 Page : 182 x 275 mm (H x W) Rs 16000
1/4 Page 182 x 135 mm (H x W) Rs 8000
The second edition of “ARCHII Newsletter” will be distributed to all the business visitors in the mentioned shows for FREE.. ARCHII Invites Membership to avail year long benefits - Aahar Early Bird Discount / Invitation to Seminars / Networking Meets / Listing in Directory Entrance Fees - Rs. 1000 - Annual Subscription Rs. 2000 (April to March)
Association of Resource Companies for the Hospitality Industry of India B-40, Manu Apartments, Mayur Vihar, Phase-1 New Delhi-110091 E-mail: archii.association@gmail.com Website: www.archii.org
Contact : Ms. Bharti (Executive Secretary) May-June ’17 29 91-8800103131
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Hotel Business Review
For Success Amidst Competition Will 2017 be a year of impressive growth for the Indian hospitality industry is a relevant question which needs to be examined in depth. The industry is today facing not a very promising atmosphere and hoteliers have to adopt innovative methods to make their business or to keep their business profitable. Ashok Malkani takes a kaleidoscopic view of the tactics being adopted by marketing teams across hotels and resorts in India to promote their hospitality properties.
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Business
S
olid business strategy is necessary for any business. Building the brand and attracting new customers as well as maintaining their loyalty is essential for the success of any commercial enterprise. This is more true in the case of hospitality industry, where customer satisfaction is the key to success. The level of competition in the hotel industry has increased in the recent decades all across the globe. This escalation in competition has posed a serious threat to not only the new entrants in the industry but also to those who have been in the business for several years. The high level of competition has made the owners and managers of hospitality properties to search for new ways of ensuring success in their business voyages by applying different strategies and exploring new revenue sources. Since customer loyalty is extremely crucial to the success in the hospitality
wider part of mass media communications, the print media, radio and television are also relevant and important as their reach towards the target audience is tremendous. Tele calling and SMSs may also be considered, though the overall usage of these channels may vary from hotel to hotel, depending on what image they want to portray as per their core business philosophy and whether it is for a long-term or short one eg during food festivals and special promotions,” elaborated Bhatia. “Online selling and marketing comprises of e-mail blasts, usage of social media platforms like Facebook, Twitter, Instagram, etc. These days even Whatsapp is also a marketing tool which may be considered in groups or on an individual level to communicate with clients,” he added further. He advised that in this age, “Large hotel chains may also actively update their websites and, have apps for their clients’ convenience.”
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industry, Marketing Managers and other executives in the hospitality industry invest considerable time and resources towards building brand awareness and creating ongoing, interconnected campaigns. These marketing efforts usually include both print and digital collateral that target former guests while also attracting new clientele.
Image Building Routes Sunil Bhatia, Director, Sales &Marketing, The Mirador Hotel, Mumbai stated matter of factly that, “Basically, there are two routes to promote the hotel’s image and attract guests. They are offline and online.” “Offline can further be subdivided in to direct selling & marketing on the field by the sales team. Then there is out of home media which is hoardings, digital signages, displays like bus backs, bus stands, metro station branding, airport branding, etc. As a
“Membership and loyalty cards & points may also be considered as tools to retain market share. Being a stand-alone designer boutique hotel, e-mails, Facebook, Twitter, Instagram and on field direct selling and marketing work well for us,’ said Bhatia as he moved from a general scenario to a specific one. He believes that different sections of guests have to be tackled with diverse strategies to promote hotels. “The strategies are made keeping in mind whether we wish to reInforce our brand or enhance it,” he pointed out further. Soraya Rebello, Vice-President, Human Relations & Marketing Communications, Jakson Hospitality Pvt. Ltd., declared, “There are several ways for hotels to promote their image as well as attract guests.” “Firstly, they have to build their image through product advertising & commendable
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NAVIN POLYCON
Delhi Off.: 81, DSIDC Sheds, Scheme-I, Phase-II, New Okhla Indl. Complex, New Delhi-110020, Phone: 26387377, 26386392, 26386507 Fax: 011-26386063 Mobile: 98102 59863 E-mail: navinpolycon@rediffmail.com www.navinpolycon.com Agra: M/s. Camex India, Ph.:0562-2620720 / 6541904 Mobile: 9837077627 Contact: Mr. Sachin Jain Bangalore: M/s. Celestial Health Care, Mob.: 09343047197 Fax: 080-5504757 Contact: Mr. John Brito Calcutta: Ph.: 033-24554959, 24551558 Contact: Mr. Vipul Jodhpur: M/s. Chemtech Corporation, Mobile: 09829188885 Contact: Dr. A. Hussain
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Ranjan Kumar Das services. It is only a good blend of the two that will attract and retain guests. Also, concepts and experiences need to be enhanced frequently so that guests remain attracted even on their second and third visit to the hospitality property,” she explained. “As far as image building for a hotel goes, there has to be an alignment with the vision, mission statement and goals of the organisation which along with the right narrative, pictures and videos, can have the desired impact. Strategies for these communications can be worked out keeping in mind a differentiator which the brand provides in comparison to its nearest competitors, thereby facilitating the necessary engagement with its clients,” explained Bhatia. “Promotion is very essential in hospitality business, and the first, and most important way perhaps is to have a website that gives not only a look but also a feel of warmth & comfort to guests and potential guests. Since Jakson Inns Phaltan is a destination hotel, we have put a lot of effort into the images & content of the website so that our potential guests understand everything that is on offer. We also have a video of the destination that gives a feel of eco & countryside tourism, which exudes the feeling of unwinding & relaxing,” informed Soraya. “For an hotelier the most important and paramount objective is to see that their guests are leaving with a smile and happy memories. Happy guests lead to better business,” opined Ranjan Kumar Das, General Manager of VITS Mumbai Hotel. “Properly branding your hotel will ensure loyalty among your guests. For this you have to understand your guests and also get employees who reflect your brand,” he pointed out.
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The Role of Social Media
Engaging the Guests
Soraya also emphasised on the use of social media and Google plus towards spreading awareness of their hotel and destination. Today, social media has not only become a critical tool for interacting with customers but is also a key element that can impact organic search rankings for your hotel. It is very difficult for the twenty-first century hospitality industry to avoid social media from its marketing strategy. “Social media has immense impact on hotels, in pretty much the same way it has on our daily lives. Social media can help create a strong brand, allow a greater exposure of the brand not only in India, but also worldwide. This facilitates to drive sales, create and maintain better relations with customers. One can interact directly with them through social media,” declared Bhatia. One can say that social media is one effective platform for establishing rapport with the customers. What are the different methods adopted by hotels towards this end? Social media can also sharpen the edge of the most ancient but still effective marketing tool; the word-ofmouth marketing. “Since word of mouth promotion is the biggest marketing tool, we pay very serious attention to our Guest Comment Cards. We are also very active on TripAdvisor and ensure that all comments on any forum are reverted to within 24 hours. The comment cards are also viewed by the MD and negative comments are personally reverted to. This assures our guests that we are very serious about wanting to make every stay at Jakson Inns Phaltan a delightful experience,” Soraya elaborated further.
Despite the advances in technology, still the degree of personal engagement with the guests can often measure the success of a hospitality property. However, newage technology can facilitate the perennial culture of hospitality. “At our hotel, before a guest checks in, her/his preferences are recorded. The relationship starts before check-in through a phone call & e-mail which entails understanding what the guest is seeking & whether she/he has any dining, pillow, bed & other preferences that could make her/his stay with us even more comfortable and memorable. During stays we host cocktails and invite guests for cooking /baking classes. We also have special evenings with the local ethos where we offer roasted corn and local cocktails &mocktails to guests seeking to try the local flavours,” elaborated Soraya. “We believe that engaging guests is crucial in rapport building and being a green hotel we even invite guests to plant a tree in the property. We capture memories of guests on camera and have them either framed or e-mailed to them. This does establish a warm and healthy relationship between the hotel & the guest. The relationship continues further through birthday /anniversary greetings, etc,” she continued enthusiastically. “We establish a rapport with the guests at the lobby level, at the food and beverage outlets, basically at all points of contact with the guests. Even a concierge desk employee can do it, or a restaurant service staff, or even the Chef,” offered Bhatia. “We establish rapport with the guests by reaching out to the maximum number of guests, by informing them about the activities at the hotel and the ongoing
Business
Soraya Rebello promotions, by live interaction with the guests and by organising contests and activities with the objective to increase participation,” explained Das.
Specifically Targeted Strategies M a r ket i n g s t rate g i es fo r h o s p i ta l i ty properties can also be seasonal. “When the IPL, ICC & FIFA World Cup matches take place, we promote special packages at our restaurant as it is a good time to get crowd. At these times, tying up with beverage companies can give an added advantage
Hotel Business Review
by co-branding, which also gives value to our clients,” informed Bhatia. “Hotels also keep banquet marketing in mind for weddings in particular and tying up with portals like Weddingz. in, Venuelook, etc. and with wedding planners greatly helps in this regard,” Bhatia affirmed. “Any new additions to the hospitality property like renovated rooms, new restaurants, change in menus, etc can also be informed through marketing,” he maintained. Marketing exercise in the hospitality industry can be region specific too, and can also be specifically targeted to particular niche groups within a bigger universe of potential guest profiles. “Large chains can run campaigns in particular regions to amplify their brand offerings over a period of time,” observed Bhatia. “Alliances with airlines and credit card companies are also part of the hotels’ strategies to reach out to a wider audience,” Bhatia pointed out while adding, “For those hotels on the GDS (Global Distribution System), they can run campaigns with hotel consortia
like American Express, Carlson Wagonlit, BCD Travel or HRG as this has traditionally been the online selling mechanism for hotels & airlines over the years.” Soraya asserted, “Hotels have different marketing strategies, depending upon their locations & products. Again the strategy would further depend upon segment & pricing. Jakson Inns’ strategy is ‘Destination Marketing.’ We are selling a wholesome experience of Phaltan with Jakson Inns being the centre.” “We are promoting agro& countryside tourism with an aura of comfort and style. In this context, the web and social media become
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important marketing tools. We are also very shortly launching our own blog. However, we also know that OTAs & travel agents are very much instrumental in driving business. Meta search platforms such as Google Hotel Finder & TripAdvisor are also being used by us,” she elaborated. “Apart from all these, regular e-mail marketing, bulk sms& personalised e-mails & phone calls to guests who have stayed with us, offering them new experiences & discounts is also part of our marketing strategy. Print media advertising is also an ongoing process. The hotel is frequently reviewed by well-known journalists & food writers. This gives an authenticity of the product being sold as it is coming from a professional source,” she added further. “There are many strategies that a hotel needs to adopt in today’s world. Although the ROI from these activities can never be exactly identified but they are nonetheless important. They can include regular media coverage of the salient features of the hotels; investment into SCO and SEM as one needs to be on top of the searches done with the help of various search engine optimisation tools; dedicated resource to handle the ever growing social media; engaging the social media users through various activities; and maintaining a very high guest satisfaction index on the online portals like MMT, Bookings.com, etc.,” affirmed Das. “Although these strategies listed above are tried and tested, the one thing that matters the most at the end of the day is ‘how many guests walked out of the hotel happy and satisfied.’ There is no greater marketing tool than the ‘word of mouth,’ according to me,” he maintained.
It is a Deal One way of attracting guests and also ensuring their return visit is through deals. Several hotel chains offer points which can be used when making payments. Loyalty programmes are the most talked about topic in several countries. Freebies are another way of keep ensuring return of the guests to the hospitality properties. “Hotels offer deals in individual capacities best suited to them. They can be in the form of weekend packages, festive week stay offers bundled with food and beverage packages, sightseeing (particularly in resort properties). Having OTAs as partners greatly enhances one’s reach to get more bookings; however too much reliance on them is a
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subject of debate amidst hoteliers,” declared Bhatia. “Being a downtown city corporate hotel we at The Mirador Mumbai, do not offer too many deals except for some in-house offers for guests staying with us. We also sometimes give some offers during long weekends,” proffered Bhatia. “There are no disadvantages as such in giving offers. However, the only concern arises when some larger hotel chains and brands resort to deep discounting at times. Even some OTAs do it frequently with cash backs, which impacts the pricing mechanism and market for that period of time. However, since dynamic pricing is more or less acceptable these days, healthy selling levels do come back as there has been an improvement in hotel occupancies in general over the last few years,” explained Bhatia further. “Well, I believe every customer is looking for great deals. There are no real disadvantages in them if planned and budgeted for meticulously. Certain complimentary services can gain huge customer retention, and hotels may have to go out of their way to obtain them; all of which can be fruitful in the long-run,” stated Soraya. “We have certain packages like the summer or monsoon packages whereby
Sunil Bhatia certain sightseeing options are offered free of charge, and a complimentary therapy of 20 minutes is offered. We also have certain F&B promotions like buy 1 & get 1 free, or stay 2 nights & get the 3rd night free. The hotel keeps coming up with attractive offers every quarter,” she pointed out. “Hotels have to offer various deals to attract the guests depending on the time and occasion/s. The deals are targeted to reach a particular clientele or to celebrate a particular occasion. Deals sometimes are also meant to generate business during the lean period. Deals and the value will vary as per the season also,” observed Das. n
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Hotel Business Review
Marketing Hospitality on Social Media By Swarnendu Biswas
N
owadays social media has gained much importance in not only the virtual space, but also in our real lives. It also represents impressive market momentum, which is perhaps only expected to increase in the near future. In fact, the media that is expected to shape the second and third decades of the twenty-first century’s consumer behaviour is the social media. Social media as a medium to disseminate information and as an influencer of opinions is gaining currency.
The Reach and Influence The global reach, sheer quickness and the awesome influencing power of social media can be taken advantage of by the Indian hospitality industry in a big way to bolster its revenues. Some of the enterprising hoteliers in India are already doing so. It is common knowledge that many p e o p l e a re p o s t i n g t h e i r t rave l a n d hospitality experiences on social media, which can be viewed by their friends and peers connected with them. Now for example a hotel provides some unique personalised service/s to the guests which its competition has not thought of as yet, or manage to bowl a section of its guests over through its out of the world food & beverage offerings, or through its personalised housekeeping services by going the extra mile, then some of these
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‘influenced’ guests are likely to post their happy impressions about the hotel on their respective Facebook page and on TripAdvisor and/or on other social media channels. For simplification take the case of Facebook only. Let us also assume that 100 people who were guests of this hotel in the very recent past shared their favourable impressions of the given hotel (let us give it the name Hotel A) among their ‘Facebook friends’, on their respective Facebook page, while during their stay at the given hotel. Now let us realistically assume that each of these100 former guests have 100 friends on the Facebook platform, on an average. In the next step, let us realistically assume
that 10 percent of these Facebook friends of the 100 former guests of Hotel A are in the same or similar socio-economic profile of these 100 former guests of Hotel A. So our Hotel A has reached 1000 of its potential customers without spending a single extra penny. And if some of the ‘friends’ of the former guests of Hotel A decided to again share the happy impression of their friends to their another circle of friends connected to social media, then the reach of the hotel would have increased much further. Succinctly, we can see that the former 100 guests of Hotel A have become its unpaid advertisers on the powerful social media platform, where information and opinions could have the potential to go viral.
Feature
Hotel Business Review
Vineet Chopra “Everyone dreams of a great and relaxing vacation and when you see your friend or relative living that dream, you are enticed to follow suit,” opined Chender Baljee, Chairman and Managing Director, Royal Orchid Hotels. And this ‘seeing’ your friend or relative having a great vacation in a great hotel can spread like wildfire on social media platforms. However, we must realise that social media also has the enormous potential to harm the reputation of a hospitality property. If the guest gets disgusted during her/his stay at a hotel (let us name this hotel as Hotel B), and posts her/his negative impression on the social media, that too has the potential to influence thousands of guests and potential guests of Hotel B at one go, which can irreparably harm the given hotel’s business. “Social media has a huge impact over today’s hospitality industry. Nowadays, people are using social media while researching for their travel destination and place for the stay during their travel. Customers are very active in posting their reviews on social media about where they have stayed,” said Vineet Chopra, General Manager, Radisson Blu Atria Bengaluru. “Social media can really help a hotel in brand building and also in building customer loyalty for the hotel,” he added further. “Today’s customers are more inclined to pen down their hospitality experiences on a social platform rather than sharing it directly with the hotel team. Customers do share their memorable moments on various platforms like Facebook, Twitter and Instagram, which have evolved from
peer-to-peer communication channels to one that provides a platform for hotels to engage with their current and prospective customer base,” observed Varun Sahani, GM, The Orchid Mumbai. Especially, the computer savvy segment of younger generation is very much proactive on social media. And a section of this young generation of Indians have money to travel and stay in plush hotels occasionally. So hoteliers in this age should take extra efforts to please guests who are also well-heeled young people. In fact, with the increasing potency of social media, the hoteliers have no option but to make extra efforts or go beyond the expectations of all types of their guests and potential guests. Otherwise, they may soon be lagging behind their competition, both in terms of reach and revenues.
How to Impress the Guests? Now how do the hotels and other hospitality properties can attract the guests in such a way so that the guests are induced to share those pleasant experiences or memories on their Facebook page and/or on other social media channels? Simply giving good food and service in a pleasant ambience and decor or by simply providing what is expected of them is not likely to fetch the hospitality properties much positive feedback on social media platforms in this age of increasing numbers of discerning guests. The guests and/or former guests must be sufficiently impressed to get induced to give positive feedback on social media platforms in large numbers. “If a hospitality property does not exceed the expectations of its guests, guests will not be motivated to post or comment about it on social media. Hence we strongly believe that the guest experiences must be fulfilling and delightful, which would encourage guests to appreciate the hospitality property and readily post a wholesome image of their experiences at the property,” asserted Soraya Rebello, Vice-President, Human Relations & Marketing Communications, Jakson Hospitality Pvt. Ltd. One of the ways is by going beyond the call of duty or going the extra mile or by being flexible towards customer satisfaction wherever or whenever it is feasible. For example, a family has come to dine at an outlet of a three-star hotel, which is focused on Indian food. The kid asks for a Chinese dish, which is not in the menu of the restaurant, and the hotel has only one
Soraya Rebello restaurant. Now if the restaurant’s Chef manages to go out of his way and prepare the kid’s desired dish (if not on the same day but on the next day of the family’s stay at the hotel) that would not only pleasantly surprise the kid but gladden the heart of his parents too. Similarly, if the hotel offers a trainer or a guide at free of charge to less trained or untrained tourists wanting to indulge in adventure tourism activities that might also greatly please those guests. Another way of encouraging the guests to post their positive experiences on
social media platforms is perhaps by offering personalised touches. For this it is better if the guests are told to fill a short questionnaire at the time of their booking rooms, citing their individual likes and dislikes, preferences and turn offs. For example, the guest cites that she is fond of red roses. Then the housekeeping team can arrange for red roses in her room on a daily basis, during her stay at the hospitality property. Similarly, let us assume the guest’s birthday falls during her
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Feature
Hotel Business Review
Varun Sahani stay at the property. That can be a golden opportunity to win her over by sending her a birthday card and a pleasant gift on her birthday. In this writer’s opinion (based on his experience), the third way to make the guests very pleased with the hospitality property is by delivering the products and services with extra promptness but without compromising on the efficiency. For example, if the expected time to deliver a given dish to the guests is 20 minutes, then the hospitality properties wanting to make an impact on the social media should try to deliver it in 12-15 minutes, without compromising on the quality of the dish. If necessary, they can put an extra person on the job. The guests would be pleasantly surprised and their positive reactions on the social media would likely to have the potential to cover the cost of extra man hours easily, in the short- run. There is every reason to assume that all these suggested measures are already being put into practice by many savvy hoteliers in the Indian hospitality industry. It can make the guests very pleased with the hospitality properties having these measures, and in turn can induce them to post their impressions on the social media.
A Proactive Marketing Tool Besides influencing their guests to market them, of course, hotels and resorts and other hospitality properties could effectively market themselves on social media, by incurring negligible cost as compared to marketing on traditional media. The marketing exercise of the hospitality p ro p e rty co u l d s p a n a w i d e g a m u t , ranging from creating awareness about
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the impeccable facilities and services offered by it to creating awareness about the wonderfully scenic but little known destination where the hospitality property is located; from appraising of an ongoing food promotion in the hospitality property to make the potential guests of the hospitality property informed about the new discounts on offer for the season among others. “Social media is perhaps the swiftest and the most effective way of apprising guests of everything unfolding at the hospitality property or keeping them in loop with the events that are being planned at the hospitality property,” asserted Baljee. “When we share a video of a restaurant or other aspects of the hotel on the social media, guests who have already stayed in the hotel can relate to it more and also can recollect the wonderful time they had at the hotel,” he averred. “ We u s u a l l y s h a re b i r t h d a y a n d anniversary celebration images of our guests, which indirectly tempts them to plan a revisit to the hotel during their personal milestones,” Baljee offered. “At Jakson Inns Phaltan we use Facebook, Twitter, Instagram, and YouTube. As far as we are concerned, Facebook has the highest visibility and is the most effective, followed by Instagram. We outsource social media marketing and the statistics are presented to us every month, which enables us to decide whether we are content with the strategy adopted or whether it needs changes/tweaking,” conveyed Soraya. “These days it is very important for a hotel to be active on the social media sites. Also bringing in well-known bloggers & KOL (Key Opinion Leaders) to the properties for the review and posting the images of celebrities who just visited the property are some other techniques to get more traction,” proffered Chopra. “We also post pictures and appreciation letters of celebrities & important people visiting us, with their approval of course. We know that they have a huge fan following which automatically helps in indirect marketing of the hotel,” articulated Soraya. These publicity measures can encourage more footfalls to the hospitality properties concerned, which in turn can be translated into enhanced revenues for those hospitality properties. “Running contests on social media eg. the contest for Best Monsoon Photography, whereby the winner is sponsored a free stay at the hotel, is gaining momentum with us.
Chender Baljee While organising contests on social media it is very important to understand what are the hobbies & interests of the young working professional and accordingly urge them to participate. Otherwise their response will be poor,” informed and reasoned Soraya. And without the involvement of the young generation, social media marketing would lose its edge. Social media is also crucial towards addressing the queries of the guests promptly. “Our guests’ use social media channels to clear their doubts, to put forward a query and to even share their concerns; we ensure that they are responded promptly. This keeps them connected while also helping us identify their requirements better,” affirmed Baljee.
A Level Playing Field Besides being immensely powerful and fast, social media marketing is more inclusive in its approach, as it doesn’t entail prohibitive costs that many a time thwarts the marketing endeavours of small hospitality players and unknown hospitality brands with not so deep pockets, across the traditional media. Thus in social media platforms the big hospitality brands and small relatively unknown hospitality players can have comparatively much more level playing field than in the traditional media, as far as attracting their respective target profile of guests go. Soraya rightly believes that with the help of social media, awareness about unknown destinations, and new hospitality brands & products can spread fast. Thus we can say that the intelligent use of social media can give a fillip to our tourism industry too. n
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F&B
Hotel Business Review
Finding Revenue Concepts from F&B By Sharmila Chand
A
sk hoteliers in the Indian hospitality industry that which departments in the hotel generates maximum revenues and most likely they will cite that rooms and food and beverage departments are the major revenue earners for the hotel. They say these two are the major revenue as well as profit contributors of hotel operations in India and profit and loss statement of the hotels across the country also proves these experts’ opinion, by and large. Though in general rooms earn more revenues than food & beverage operations, but food & beverage also contributes significantly towards hotels’ revenues. Here we discuss revenue and profit flow through food & beverage department, in the context of the Indian hospitality industry. “The hospitality industry is very dynamic where constant innovation is required to drive revenues. Especially for food and beverage outlets at the hotels, the guest expectations have gone higher,” stated Yogesh Bhatt, Food & Beverage Manager, Grand Mercure Mysuru. “Authentic cuisines as well as international cuisine festivals are a new trend now. At the Grand Mercure Mysuru, we have special offers & promotions on F&B service for the guests. To promote the food in-house and to create a buzz, we do special events that revolve around food. Our hotel also takes extra effort to cater to kids and families; thus, we see to it that the little ones are
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given special care even while dining,” he elaborated. “In Grand Mercure Mysuru we get a mix of Indian as well as international guests. Our F&B concepts are designed keeping both the target groups in mind. We do events that revolve around a certain festival; we also have special set ups done for our in-house guests who might be celebrating either their birthdays or honeymoon in our hotel. Where in fine dining gives an upscale status to the hotel, all day dinning provides several options that are liked by guests staying for multiple nights,” informed Bhatt.
Some Savvy Measures He also talked about some of the strategies that Grand Mercure Mysuru implement on a regular basis to garner impressive F&B revenues. “They are live food counters which entail less cost and tend to make food wastage negligible; the seasonal food festivals which help to create a buzz around, and the variety of food choices offered to the guests at seasonal food festivals encourage them to visit the restaurant again; and creating gastronomic menus involving high-end exquisite ingredients, which can enhance guest experience,” he
F&B
Hotel Business Review
Ashutosh Garg elaborated. Ashutosh Garg, F&B Manager, DoubleTree by Hilton Hotel Pune-Chinchwad also points out three smart ways, which according to him can generate impressive revenues from hotel’s restaurants. “Loyalty program is one of the smartest ways to bring repeat
business for food & beverage outlets. Use of social media in recent years has grown massively hence it could be used as a tool for food and beverage promotions. Online food ordering portals is another smart way to generate restaurants’ revenues. We have a wide variety of customers and lots of them want to fine dine from the comfort of their home. This is where online food ordering portals are very useful for consumers,” elaborated Garg. “Personalisation of service is the key to create a sense of loyalty among guests. Keep the themes changing and engage the guests through social media. These concepts are practiced in our award winning specialty restaurant Miyuki, 3 Spices and Level 12 – the rooftop lounge & bar,” opined Garg.
Appealing to Millennials Furthermore, F&B concepts appealing to millennials and generation X is a good idea for hotels to generate revenues. Yogesh Bhatt said, “Millennials in our country are more adventurous in their food & beverage choices now than they were ever before. Due
to the growing exposure to the international cultures and lifestyles, the Indian population has started developing global tastes and is reaching out to restaurants which offer different cuisines and styles.” “Guests, especially Gen X these days, don’t just look out for food when they step out to dine. They look forward to a dining experience. As there is a preference and openness to try new things, we have seen a lot of innovation in culinary arts during the last decade. The food festivals from different regions offering topical cuisines along with some special menus are another way to tap this segment of the market. We at Grand Mercure Mysuru hold multiple food festivals and promotional offers on beverages that are designed keeping in mind the taste and demand of the millennials segment,” explained Bhatt.
Involving Chefs Umesh Dalal, Food & Beverage Director, Eros Hotel New Delhi, Nehru Place, also gave three useful tips towards garnering impressive revenues from restaurants.
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F&B
Hotel Business Review
unless you have reached out to the right market, it is of little use. Food & beverage heads in restaurants/hotels must get themselves involved with their marketing team and take the ownership to market their concept/s. I personally believe that you should start your marketing exercise before your concept comes to life. Set the ground right and then come up with your concept. Make sure you talk about it and focus to the right clientele. Take the concept to a peak and then stop; leaving people hungry for more. This sets the tone for the upcoming activities,” analysed Dalal.
The HR Factor Umesh Dalal “Involve your Chefs, for when it comes to food concepts no one else other than your Chefs can do complete justice to it. Discuss with your Chefs what is it that you want to do, give them a broad framework and let them do research on that. Get involved in the research process and have discussions around your concept. Establish your concept and then work backwards,” averred Dalal. “For example, we did Dhaba promotion early this year and went on a road trip to Amritsar to carry our research with our kitchen team. We could have done it without our trip too, but the excitement that builds by the pre-work reflects in your execution,” he explained further.
Authenticity is the Key Dalal also talked about focusing on the authenticity of cuisine. “When you bring authentic cuisine to the table, those who know will become your loyal customers, because it is difficult to find original these days,” he suggested confidently. At the same time, he emphasised on being honest to the customers. “Tell them if you have not been able to follow authenticity due to any challenges.” “If you have not followed the authentic method in preparation, do not call a dish what it would have been called if it were prepared authentically; otherwise this may lead to a mismatch in guests’ expectation,” he pointed out further.
Marketing the Concept Dalal also talked about the crucial role of marketing the F&B concept/s. “You may have a great concept, a very hard working team and world class food but until and
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The hotel’s restaurant business should not only tap the opportunities but should also be equipped to tackle the multiple challenges associated with it. One of the biggest challenges these days in the Indian hospitality industry is to find talented restaurant and bar professionals and retain them. “In a busy and burgeoning hospitality industry like that of India it is very difficult to retain good talent. Continuous growth, training and engagement are certain i n i t i at i ves w h i c h a re re q u i re d to b e addressed on a larger scale to facilitate employee satisfaction. Then only we can meet this human resource challenge,” observed Bhatt. “Yes I agree,” said Garg. “Finding talented professionals in the Indian hospitality industry is difficult. Working hours, wages, motivation, etc. are the factors influencing iteration of talented professionals in this industry,” he added further.
Yogesh Bhatt concept of lobby bars to enhance their beverage revenues. Long treated as dead spaces that hotel guests raced through on the way to the elevator, lobbies are being transformed into places for work, to surf the web or to meet friends for a drink. At Grand Mercure Mysuru, we have the Silk Bar at the lobby level. This upscale bar adjacent to the lobby serves a heady mix of single malts, cocktails, mocktails, and wines,” elaborated Bhatt. “Nowadays hotel lobbies and bars are important hubs for socialising, where one can have small business meetings and sometimes network over a drink. The buzzing effect of lobby creates enough space for revenues. However, I really think that more than a revenue earning platform, hotel lobbies are more related to guest
Hotel Lobbies for Revenues
experience and their satisfaction,” offered
“Hoteliers in India are bringing back the
Garg.
n
concurrently held with
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Design
Hotel Business Review
Cut Down on Waste By Himank Goswami
O
ur head of strategic development during a late evening discussion told me, “I can’t make this project viable in this cost; we will have to lower the cost in order to match the owner’s budget and make the return on investment numbers lucrative.” Next morning I sat down amending the area brief, tightening area of each function down to the last square foot and making the circulation more efficient. The guestroom layout plan was reviewed again and I was able to cut down 10 square feet without compromising on the functionality of the room (which translated into 2,000 sq. ft. for a 200 key hotel plus the saving on the grossing factor). I thereafter emailed him the updated numbers and a few days later the deal with the owner was sealed. However, the battle was only half won! “Beautiful design,” someone said in a design meeting of the same project a few months later. However, a careful review of the drawings revealed that some functions were assigned more area than recommended by the operator. The
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circulation was way too high adding up to 20 percent more area as compared to the initial brief handed over to the architect. The focus of the next couple of work sessions was to bring down the gross area of the hotel in order to keep the cost under check. And this was done without compromising the aesthetics, functionality and design.
Build More, Pay More Every square foot of extra space in a hotel costs money, which includes airconditioning, maintenance, lighting, future renovation cost among others and it remains a lifelong liability, thereby making the return on investment less lucrative & break-even process longer. Hotels are built to generate revenue and it is the responsibility of every stakeholder to contribute in his/her own capacity to make them money spinners. Controlling area of a hotel is one of the most important factors in keeping the capital expenditure in check. Coming across over specified lobby
toilets, overly generous corridors and wasteful storage spaces and BOH areas is not uncommon. Every space gets evolved out of a specific requirement and every requirement should be diligently assessed while assigning an area brief. A restaurant with tables too far apart comes across as an unattractive destination which lacks intimacy. The unwanted extra square feet provided not only dent the finances but also take away from the luxury factor. A high-end hotel in Lisbon had an oversized lobby toilet (that too without a privacy vestibule) and a luxury hotel in New Delhi had a 10 feet wide BOH corridor; long as a railway platform! The fundamental rule of the game is simple; the more you build, the more you pay. Therefore, every square foot assigned for any function should be carefully considered by the operator and meticulously planned by the architect. Special care should be
www.anuga.com Design
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taken while assigning and designing guest areas as they cost more as compared to the MEP and BOH areas. However, building less (or should I say building strictly according to your needs) is not the only way of controlling cost in a hotel project. Here are some more dos and don’ts to be mindful of, to keep the cost of constructing hospitality properties under check.
Negotiations are the Key There are huge margins in some building materials, sanitary ware, housekeeping, IT and security items. Hard negotiations can save a lot of money in any project. It is desirable to form a negotiation committee comprising of multiple functionaries, ranging from purchase to finance, and MEP to interiors, in order to negotiate with the contractors, vendors and suppliers. President of a company proudly narrated an incident to me. The company was planning to buy security equipment for one of its properties. All three vendors who had quoted were called for a meeting where to their surprise an unscheduled reverse bidding started. All vendors tried their best underbidding each other and the final deal was sealed at a whopping 50 percent of the initially quoted price. That is the power of negotiation for you!
ANUGA MEAT ANUGA BREAD & BAKERY ANUGA FINE FOOD ANUGA HOT BEVERAGES ANUGA DAIRY ANUGA ORGANIC ANUGA CHILLED & FRESH FOOD ANUGA FROZEN FOOD ANUGA DRINKS ANUGA CULINARY CONCEPTS
Minimise Design Revisions Revisions in design during construction stage adversely affect the pace of the project and in turn the cost. Ensure that the design is frozen prior to the construction and avoid carrying out any revisions once a design has been finalised.
Look for Alternatives There may sometimes be an alternative for an expensive tile, sanitary ware or equipment. Do not hesitate to request the relevant consultant to do some value engineering and suggest an alternative which costs less.
The Time Factor Time plays an extremely important role in determining the cost. Every single day’s delay in opening of a hotel is loss of potential revenue making opportunities. This is especially true in case of a renovation where the owner takes a hard decision of temporarily closing an already revenue generating hotel.
Be Mindful of Future Maintenance Cost Incorporate materials which are durable and maintenance -friendly. For example, incorporating a full height fabric paneling in a ballroom could turn out to be a maintenance nightmare as the paneling may be subject to abuse, resulting in additional expenditure during the commercial operations of a hospitality property. However, it is needless to mention that saving essential cost by compromising on quality and brand standards is strictly forbidden in the hospitality industry. We should remember the famous quote by Benjamin Franklin in this regard – “Don’t cut cost, cut down waste! Beware of little expenses; a small leak will sink a great ship.” The author is an architect by profession and is presently associated with Emaar Hospitality Group, Dubai, which is one of the fastest growing hospitality groups in the world. Previously he was with Öberoi Hotels & Resorts. Reach out to him on his e-mail - himank.goswami@yahoo.com
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Spa
Hotel Business Review
Discover Your Healthy Self By Sharmila Chand
G
i ve yo u r b o d y, m i n d and soul an uplifting experience that is deep and meaningful as you indulge yourself into the holistic world of wellness at the Healthy Self Health Club, housed within Eros Hotel New Delhi, Nehru Place. In this haven of wellness and fitness you can explore a wide range of spa treatments. Here rejuvenating massages, grooming and refinement services by the well-experienced team are directed to combat your work related stress and take you to a state of peace and tranquility. From a refreshing early morning dip in an outdoor pool to a chilled drink by the poolside or availing the service of a full service salon or enjoying a game in the Putting Green, Healthy Self Health Club presents comprehensive wellness solutions. Healthy Self Health Club in its beautiful and tranquil setting offers a fitness centre, aerobics studio, weight room, steam and sauna, individual Jacuzzi and luxurious locker facilities within its ambit. At the Healthy Self Health Club, guests can enhance their wellness experience with the professional services, in a luxurious environment.
Meeting the Wellness Manager While sauntering through the Healthy Self Health Club, I got to meet Sanjana Bhandari, who has been associated with the hospitality industry since the last 25 years. She is currently serving as the Spa Manager at Eros Hotel New Delhi, Nehru Place. Prior to her current assignment, she was managing the spa at Radisson Blu Hotel New Delhi Pashchim Vihar. The interaction with her proved to be interesting one, where she revealed her observations and insights about the Indian spa industry. The excerpts of the interview follow:
What are the kinds of changes you have witnessed in the Indian spa industry during the past 5-6 years? The most noticeable change in the Indian spa industry during the recent years has been in guests’ perception. Now people are willing to go for wellness programs and are looking for good relaxation spas which can relieve them from their stresses. The preference has shifted from individual to family indulgence
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when it comes to wellness treatments and wellness programs.
What are the top trends in the spa business? Spas and wellness centres are now placing a big focus on foot treatments. The Chinese practice of foot reflexology and acupressure are gaining popularity among spa goers. Unique specialty pedicures are experiencing rise in popularity as are the foot spas. Pairing fine dining with spa is a happening trend. Fine dining and spa are being aggressively paired together as never before. When five-star food and wine get combined with five-star spas, it represents a special celebration. Spas have started focusing on sound, music, colour and light a lot. This approach is essentially rooted in creating the right kind of vibes and ambience. The idea is to have impact on all the senses. The sound of nature can help relax us, drumming sound can energise us, different colours can alter our mood and bright sunshine can enliven us. The intensity with which people are getting ‘glammed up,’ groomed and beautified is exploding worldwide. Taking a cue from this market trend, most spas are attempting to engage and delight
Spa
Hotel Business Review
the spa goers without a huge investment, by adding unique little touches, a few strategic ‘ wow ’ a m e n i t i es a n d m o re unique treatments/experiences. S p as we re t ra d i t i o n a l l y been perceived as a haven for grownups to relax and revitalise, far away from children. But, there is a rapidly growing trend of bringing teens, and even tiny tots along for the spa experience.
by the hotel. We also offer individual Jacuzzi, which is the most hygienic way of taking hydrotherapy. Another USP of our spa is the hosting of a variety of group fitness activities like Power Yoga, Zumba, Body Conditioning, Aqua Zumba and the newly introduced Cross Fit at the functional area created by the poolside.
What are the key challenges towards opening a spa in India?
What is your favourite treatment to receive and why it is so?
The biggest challenge towards opening a spa in our country I believe is to find efficient personnel who can provide quality services to the guests, and imparting regular trainings to keep them at par with the latest trends. Also there is a need to upgrade their knowledge in the wellness field. It is also imperative to find the right kind of market, which could have the potential to indulge in wellness related activities. Finding that market also happens to be a challenge towards opening a spa in our country.
‘PanchPushp Facial’ from Forest Essentials brand for dry and dehydrated skin is the one that I relish the most, as it gives complete relaxation combined with unique ways of releasing stress with the soothing Lymphatic Drainage Massage. It is an absolutely indulgent facial to nourish and stimulate the renewal effect on skin.
Sanjana Bhandari
Do you have some customised treatments? We have customised treatments for our guests who like to get pampered at our spa. The specially crafted treatments brochure is designed to suit the individual needs of ladies as well as of the gents. We also offer treatments suitable for all skin types or as per the requirement/s of the guest.
Any other point/s you wish to make? More than any treatment or a technique, the important aspect of
How do you decide on the spa menu? What factors have to be kept in mind while chalking out a decent spa menu? These days, people have become extremely health and fitness conscious. They prefer organic and herbal products that do not contain any harmful chemicals and are suitable for their skin and body. Hence, the most important aspect to be kept in mind while designing the spa menu is introducing natural products as well as products which do not contain any allergenic agents. The products of an ideal spa menu should also not contain very strong aroma as people normally prefer mild fragrances. The menu designed should offer treatments for all age groups and for both men and women. Spa menu should also have a wide range, encompassing both express treatments and as well as elaborate full day wellness treatments; covered from head to toe.
What do you enjoy the most about being a Spa Manager? Suggesting people about health and wellness, and in turn bringing smiles and hope on their faces is what I enjoy the most.
Could you tell us the USP of your spa? What distinguishes it from others? The USP of our spa is its location, which is beautifully placed amidst the posh localities of South Delhi. It also gives us an advantage of combining our spa treatments with the other services offered
a good spa is to provide personalised, warm and hygienic service to its guests. No matter how good you may be with your techniques and products, a personalised touch with your guests is the key to your enduring success. At the same time, I must maintain that one should always be at par in providing the guests with the latest trends in wellness and in bringing new techniques and activities to break the monotony of traditional ways of exercising. n
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Technology
Hotel Business Review
Personal Touch with Technical Efficiency Far from making services indifferent, smart technologies have the potential to make guest experience more interactive and fulfilling at individual level By Jyotismita Sharma
H
uman brains are tuned in a way to favour the familiar. So even when travellers land in an unfamiliar place, they might well look out for a hotel brand with which they have had experience of engaging in some way or the other. But familiarity itself is not always enough to make for loyal customers. Blame this for our almost undefeatable urge to feel special, even in ordinary situations. Everybody does. And this where the importance of ‘personalised service’ or ‘customised care’ emerges. So along with impeccable services, that magic ‘personal touch’ that can cater to the individual needs of the guests can do wonder in terms of retaining them and also in bulging the bottom line. “The focus on personalised service enables hoteliers to establish a longlasting impact on the guests. This impact creates a sense of loyalty and builds trust and commitment towards the brand,” said Jayakrishnan Sudhakaran, Director of Sales & Marketing, Novotel Goa Resort and Spa, and Novotel Goa Shrem Hotel. Underlining the importance of personalised service for the hospitality industry, Suraj Kumar Jha, General Manager, Holiday Inn Mumbai International Airport said, “This business can only flourish when guests want to keep coming back to the hotel for its hospitality and services they experience in the course of the stay or even
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while visiting the hotel.” According to Parag Shah, Front Office Manager, Sofitel Mumbai BKC, personalised service is not an option for luxury hospitality brands, but a necessity. “Personalised service has a high impact and is a key-driver on satisfaction; crucial to brand image for recruiting new guests. Personal engagement and ‘taking ownership’ are pre-requisites for bringing new services to success,” Shah explained.
Making the Connect The first step towards offering individualised service is making the connect with the guests. But how should hotels and other hospitality properties go for it? Can technology be a facilitator or an impediment in the endeavour of hospitality properties to make guests feel special? Even in this age of automation, the opportunity to connect with a guest arises many a time. According to a Taj’s internal study, a guest, on an average, interacts with a hotel staff member 41 times a day. That is quite a large number and all these moments offer the hotel staff to make special connect with the guests and understand their specific needs. On a normal day, the front office staff, the housekeepers, those who come to offer room service, the restaurant staff, or even the person who gives the wake-up call in the morning or the doorman
in the lobby get opportunities to interact with the guest. Sofitel Mumbai BKC, for example, offers personalised service through what they call ‘Cousu Main’, or heartfelt; service that encourages staff to notice the finer details of guests’ needs and anticipate their requirements. “ O u r h ot e l s t a f f re fe r re d t o a s ‘Ambassadors’ are our most treasured asset, consistently creating emotions in a unique and authentic way by providing ‘service from the heart’,” Shah said. “At Sofitel Mumbai BKC, we believe in customising our offerings for each of our discerning guests. Right from the time a guest checks-in, we promise to plate up the most exquisite details that are sure to make one’s stay memorable. From handwritten notes to simple personal touches in every gesture, the hotel enhances the guests’ experience and ensures they have an unforgettable stay,” Shah added. Sudhakaran explained that Novotel Goa Hotels & Resorts has a dedicated team to gauge consumer preferences and curate exciting “kids and family experiences” within the hotel. “This initiative is a boon for families traveling with their kids. To entertain and involve children we have daily activities lined up at the resort along with interactive fun and games on electronic tablets, highly
Technology
Hotel Business Review
Suraj Kumar Jha
Parag Shah
Jayakrishnan Sudhakaran
advanced gaming play table, the iPod dock station to plug and play music; all ensuring a memorable visit,” he articulated. Similarly, the Holiday Inn Mumbai International Airport also believes in going the extra mile for their guests and preparing for their arrival and stay in advance, Jha pointed out.
now engaging with guests by collecting customer likes, dislikes, and preferences. Brands are investing in in-depth research to deliver relevant, customised promotions,” Sudhakaran said. According to Jha, however, technology fa c i l i tates p e rs o n a l i s e d s e rv i ce i n a completely different way. “It eases the responsibilities of the associates so that they can focus more on connecting with the guests,” he said. Moreover, Sudhakaran believes that advancement in technology has been well appreciated by the guests. So technology is not actually a threat to personalised service, but instead could be a facilitator. At least, that is the scenario at present… “Patrons can now check-in in the hotel through personal phones, where everything is already linked to their electronic profile. IOT (Internet of Things) enabled rooms facilitate them to moderate the room temperature, opt for in-room dining, request for housekeeping services just with one click. Guests no longer need to manually operate or call for these services, which can make their stay at the hospitality properties a truly relaxing experience,” he pointed out. “Observing the lifestyle of consumers and consumption patterns, I believe progressive technology and disruptive thinking are the need of the hour,” Sudhakaran added.
as well? Shah thinks so. “Hotels may gradually adopt to utilising robots, which can improve their operations and revolutionise guests’ experience,” he said. But overuse of technology may bring with it some negative consequences as well, according to the industry leaders. “While it will be an exciting time for hospitality industry and emerging technologies, the use of robots will affect the expectations of guests as personal touch and recognition of guests’ unsaid needs are the primary factors in today’s hospitality to create a holistically satisfactory experience for guests,” Shah added. With the extensive use of robots, the personalised touch in hosospitality industry could be compromised. Jha concurred with Shah when he said that robots could be programmed to cater towards guest needs; however they won’t be able to connect with the guest emotionally. “For instance, after a hectic day from work when a guest returns back to hotel, the personal touch with warm welcome makes the guest feel comfortable. The personal engagement at the F&B outlets or at the lounge is very natural and helps the guest relax. In my opinion, human interface makes the guest feel like home away from home,” Jha concluded. This feeling of home away from home may be somewhat compromised if the ‘robotic age’ in hospitality arrives upon us in a big way. So we can say that the judicious use of technology in the hospitality industry can result in facilitating guest satisfaction, but over use of technology may prove to be counterproductive in this direction. n
Technology Facilitating Personalisation? In these preparations towards enhanced g u es t s at i sfa ct i o n , to d ay ’ s n ew - a g e technology can be of great help, according to the industry leaders. The new-age technologies can help the staff know who their guests are and how they behave; which are key information needed to offer personalised service. Analysis of social media engagements of the guests can also reveal a lot about their expectations. “Improved technology has introduced applications that can help hotels collect important data about existing and new customers. Hotels can easily gauge data about their top 100 customers and also save information about their personal favourites in terms of food, facilities, activity preferences, etc.,” Shah said. Moreover, with tools such as data a n a l yt i cs a n d c u s to m e r re l at i o n s h i p management systems, it is now possible for hotels to keep a huge reservoir of information about their guests and utilise them whenever needed. “With progressive digitalisation, social media has become a tool to establish strong digital presence and produces a channel to boost consumer engagement. It facilitates a connection with new potential customers along with enhancing loyalty. Hotels are
The Future Scenario The potential of technology in improving service efficiency in all areas of the Indian hospitality industry can hardly be disputed, but does that mean that artificial intelligence (AI)-powered robots could one day take over the job of interacting with the guests in the Indian hospitality industry
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Hotel Business Review
Fitness Trends in Hospitality By Sharmila Chand
T
h e f i t n e s s i n d u s t ry i n I n d i a i s constantly evolving. Each year brings a host of new or improved products and exercise routine. This growth of fitness is reflected in the Indian hospitality industry also. The hotel’s gym/fitness center must incorporate fitness trends within paucity of space, while also catering to the specific requirements of guests in the hospitality
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industry. I talked to two industry experts to find out top trends across the fitness centers of hotels in India. They also provided tips towards successful operations of the fitness centers in hospitality properties.
The Ongoing Trends “ T h e t re n d i s t o w a rd s t h e p e r fe ct combination of pneumatic strength training
equipment and innovative workout routines, with TRX strap system and functional training using resist-a-balls, medicine balls, and kettle bells,” proffered Rakesh Rana, the Health Club Manager of Spazzo at Crowne Plaza Today New Delhi Okhla. Spazzo encompasses an outdoor swimming pool, spa, fitness centre, and beauty salon. “Now more clients are getting attracted towards attending and practicing Zumba,
Sp a Operations Power Yoga and Pilate classes,” he added further. “Especially multi-use cable type systems like the dual adjustable pulley are now a priority. This equipment clears some floor space, which is quite important in modern fitness system that puts emphasis primarily on core & balance,” Rana maintained. “The trend towards creating a more personalised experience for your guests in the fitness centre is gaining in popularity. Greater care is being taken to create a clean, comfortable, peaceful environment with essential requisites like personal disinfectant wipes, better climate control, and noise reduction techniques,” explained Ashish Bakshi, Executive Assistant Manager of Hotel Royal Orchid, Bengaluru. And what fitness equipments and trends are going out of fashion in the Indian hospitality industry? “The big bulky machines are out of fashion as free space can be utilised by guests for their mat and band exercises, cross fit, yoga and stretching,” Rana expressed.
Little Things Count What helps to keep the clientele at hotels’ gym happy on a continual basis is a question that many hospitality properties in the country have to explore time and again. “A happy workout needs a good trainer, the right temperature, the right music, proper ventilation, proper lighting, and of course, sophisticated equipment,” summed up Bakshi. Little things in hospitality business go a long way towards making an enduring
“Fitness centres in hospitality properties should ideally have the perfect workout environment, which entails a blend of proper equipment selection, layout, design elements, cleanliness, program components, and personal attention by the staff on duty.” -Ashish Bakshi, Executive Assistant Manager of Hotel Royal Orchid, Bengaluru
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influence on guest satisfaction. “Following small but significant practices at gyms can really make guests leaving happy. This can be by merely providing them chilled towels or it can be by placing the environmentally safe wipes in gym,” conveyed Rana, while adding, “The linen quality should be of the best quality. Keeping the fridge with lemon water will add a smile on your guest’s face in the gym.” “Some times during gym promotions members could be allowed to bring one guest in gym. This will surely enhance the guests’ emotional attachment to the concerned gym,” he affirmed. “Customer satisfaction is one of the most important factors for success of a gym. Not only will your customers be more loyal if they are happy, happy customers are also more likely to refer your gym to their friends,” Rana pointed out.
Outdoor Fitness Solutions Besides presenting sophisticated equipments in their indoor gyms, hospitality properties can also provide outdoor fitness solutions, which can remove the monotony in workout routines among the guests. “Hotels can also provide an outside running track nearby their hotels for their room guests, which can be managed by hotels concerned with local municipal authorities. This can remove the monotony of working out indoors,” Rana advised.
Fitness Going Green The new-age hotel gyms could do better
by incorporating environmental friendly m e a s u re s , w h i c h c o u l d a tt ra ct t h e increasing numbers of environmentally conscious guests. “As a business hotel understanding the requirements of leisure and business travellers, we are now adapting environment-friendly products in the hotel’s fitness center. We have replaced older lighting with new LEDs. This saves approximately 50 percent on the monthly electric consumption, on an average. Furthermore, the rubber mats we order are made from recycled material and are ecofriendly. We are using yoga mats made from biodegradable products,” elaborated Rana. “Our environment friendly face wipes are made from non-irritating bamboo fibers and infused with gentle aloe, cucumber and marshmallow extracts to calm and soothe. They are oil free and also pH balanced,” added Rana. “We have trainers who help not only the guest in workout but also help to reduce the energy consumption by monitoring the usage of electrically operated machines. To keep the environment healthier and to make guest respond positively, we communicate the importance of energy saving to the guests,” stated Bakshi.
Useful Tips Rana gave three useful tips towards having a great fitness centre in a hotel. “The gym needs to be super clean: make sure the floor can be easily cleaned and schedule regular servicing of equipments. Regular cleaning of gym keeps guests always
“Avoid plotting the hotel’s gym in a room with no window, poor lighting and no ventilation. This indicates storeroom type feeling while doing any exercise, which is likely to make guests’ dissatisfied. Guests now prefer ventilated gym while booking the hotel.” - Rakesh Rana, Health Club Manager of Spazzo at Crowne Plaza Today New Delhi Okhla happy and positive. Also launder gym towels regularly & separately,” he advised. Rana also advocated adequate lighting in gyms, and maintaining the fitness facility at all times. “Maintenance includes caring for all pieces of fitness equipment in the gym as well as maintaining the gym itself. There must be routine maintenance process and be sure to repair any malfunctioning e q u i p m e nt as q u i c k l y a s p o s s i b l e, ” maintained Rana. “The interior layout of the fitness center should be well planned so that it shouldn’t bother other guest in the gym while doing workout,” offered Bakshi, while articulating that “the fitness center should have saunas, steam rooms, spacious shower, and changing rooms, so that one can exercise with peace of mind and enjoy.” n
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Redefining Hospitality & Foodservice Fairs
HF introduces the most focused, comprehensive hospitality and foodservice trade fair - THE HOSPITALITY FIRST SHOW. One show that will bring three distinct supplier sectors, all under one roof, through three uniquely positioned shows. This launch will be a “watershed moment”, redefining business fairs in the Indian hospitality and foodservice sector, fueling industry growth unseen before.
Three unique shows under one roof
india
beer, wines & spirits
8th Edi tion
show
21, 22 & 23 August, 2017 The Bombay Convention & Exhibition Centre
Over 150 leading foodservice and commercial catering brands confirmed as exhibitors
Completely focused towards CAPEX and OPEX requirements of Hotels & Resorts
For more information, contact : Mumbai: Pradeep Gopalan - Phone: +91 98211 62231 Email: pradeep@hospitalityfirst.in Mumbai: Chetan Salvi - Phone: +91 98213 31426 Email: chetan@hospitalityfirst.in Delhi: Aashish Kohli - Phone: +91 981017 2099 Email: aashish@hospitalityfirst.in
One of its kind show for the entire non-alcoholic and alcobev industry
Organised by
May-June ’17
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P ro d uct Previ ew
Hotel Business Review
Effective Cleaning Solutions
Strategic Air Fresheners
InterClean Solutions Pvt. Ltd. is one of the most proficient manufacturers, traders and suppliers of chemical products. Since 2013, the company has been offering a wide range of quality chemical products, which include Hand Cleanser, Carpet Care, Glass Cleaners, Marble Cleaners, Kitchen Cleaners, and Specialised Care Chemicals.
Vedic Aroma has introduced a new concept - Strategic Air Fresheners. The company has pioneered the concept for the first time in India. The regular air fresheners just diffuse a random scent whereas strategic air fresheners diffusive pleasant aromas that serve a purpose. They are developed as Scent Marketing. Yo u c a n c re a t e t h e A ra b i c AIR FRESHENERS ambience when organizing Arab Food Festival, similarly scents of Chocolate, Biryani etc can be used to trigger emotions and drive sales. Vishesh Vijayvergiya is a renowned DIVINE GARDENIA | MASALA TEA Scent Branding Consultant and HOT CAPPUCCINO | STRAWBERRY TEMPTATION SWISS CHOCOLATE | MIDNIGHT JASMINE can develop myriad scents for TURKISH ROSE | FRENCH LAVENDER ARABIC AGARWOOD and much more! different occasions. Various aromas are available to meet different a m b i e n ces a n d s ett i n g s l i ke Divine Gardenia, Masala Tea, Hot Cappuccino, Strawberry Temptation, Swiss Chocolate, Midnight Jasmine, Turkish Rose, French Lavender, Arabic Agarwood and much more, to create a unique ambience aligned with the concept of the place.The concept is gaining great popularity in the hotels & restaurant segment based on the theme of the area and food. This upscale, novel Scent Marketing enhances the holistic guest experience and takes it to an all new level. For more information, please visit www.thearomadepot.com
The company has a well defined market policy to penetrate through its experienced sales team, having young, energetic & experienced professionals. InterClean Solutions’ products cover a wide range; they can cater to mass and as well as the premium segment. The company’s carpet cleaners have highly effective shampoo concentrate for thorough cleaning of textile floor coverings. They can preserve textiles and are endowed with anti soil effect and fresh scent. The company’s carpet cleaners are specially formulated for intensive cleaning and stain removal of carpets, and are suitable for all colour and water-resistant carpets. The washroom cleaner and sanitizer of the company are designed to effectively remove natural oils, soap deposits and general soiling from bath, sinks, shower, wc’s tiles, glass screen and hard floor coverings. They help prevent hard water deposit form forming on surface sand, and leave a refreshing mild fragrance to deodorize the room.
InterClean Solutions Pvt. Ltd. ashish@interclean.in
Manufacturers, Exporters & Consultants
For a Complimentary Sample Kit visit www.thearomadepot.com and use the promo code FHRAIF7SP or 95 192 11233
Vedic Aroma Lab, Lucknow. www.thearomadepot.com
The information published in this section is as per the details furnished by the respective manufacturer/distributor. In any case, it does not represent the views of Hammer Publishers Pvt. Ltd.
A d v er t i ser ’ s I n de x Company acrysil Limited
Page No.
Company
Page No.
FIC
pee aar industries
18
akasa international
16
pushkal textiles
16
Anuga 2017
45
quartz homecare
07
archii 29
RANS TECHNOCRATS (iNDIA) PVT. LTD. bc
charnock equipments pvt. ltd.
01
remington steel arts
cnr ambalaj istanbul 2017
43
self hammer advt.
55
combii organochem pvt. ltd.
19
SIO VASSUNDHARA INTERNATIONAL PVT. LTD.
15
edt expo 2017 & food istanbul 2017
39
STACKWELL 33
home comfort texo fab
12
Supershine Laundry Systems Pvt. Ltd. bic
home zone india
41
the hospitality first SHOW
india hospitality + f&b pro international expo 2017
35
trend N Design
11
infinity hygiene care
14
vedic aroma
10
mehta furnishers
17
Venus Industries
05
Metinox india
13
vISTA Hospitality Solutions
51
navin polycon
31
winterhalter india pvt. ltd.
09
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May-June ’17
54
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May-June ’17
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Intervi ew
Hotel Business Review
The Passionate Leader By Sharmila Chand
Nishant Agarwal has been the General Manager of The Westin Pune Koregaon Park since 2016. He brings 16 years of hospitality experience with him. In his current role as the General Manager of The Westin Pune Koregaon Park, he oversees the complete hotel operations and is also actively involved in the development and implementation of marketing & operations plans as well as budget & goal programs of the hotel. Nishant’s journey with Starwood Hotels & Resorts began in May 2013, as Executive Assistant Manager at The Westin Mumbai Garden City. In his last assignment, he served as the Hotel Manager at The Westin Mumbai Garden City. He began his career at The Imperial New Delhi. Over the years, he has been associated with renowned hospitality brands like Oberoi Hotels & Resorts, InterContinental, and Marriott. Apart from having a vibrant personality, Nishant has a proficient on-site management style and excellent relationship building abilities. The excerpts of the interview follow: Kindly talk about some of the general characteristics of the property where you are presently engaged in The Westin Pune Koregaon Park, located at the heart of Pune, stands out as a premium property with its chic design. The property comprises of 35,000 sq. ft. lush lawn for banqueting with a parking area for 2000 cars. From signature treatments at the Heavenly Spa by Westin™ to our fully equipped Westin WORKOUT® Fitness Studio, the hotel offers world class facilities and services that inspire you to be at your best. The hotel also has a squash court and aerobics studio. Moreover, located in the heart of the city, the hotel is well connected to the airport, railway station, shopping malls, prominent IT parks and famous tourist spots of Pune.
Kindly talk a bit about the hotel’s tech-friendly features The Westin Pune Koregaon Park uses Guest Voice, a tool through which we use data analytics and AI to measure guest experiences. Guest Voice enables us to obtain greater insight on guests’ needs and anticipating the same; concentrating on details and enabling us to provide that personal touch! Technology covers all aspects of our operations and focuses on the entire cycle of the guest experience, right from check-in to check out.
What is the hotel’s marketing strategy? The Westin Pune Koregaon Park has
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always been a very high buzz hotel. We believe in aggressive marketing, but not up on the face. We have adopted a strategy which has a fair mix of digital media, including social media and other web portals, and conventional media including print media. We are also trying to create experiential marketing campaigns through this tool called Hyp3r. These campaigns will have real time tracking and we will create experiences based on that.
What is/are the property ’s distinguishing factor/s? The concept of Westin is based on six pillars of wellness. This is what distinguishes our property from all the other hotels in the vicinity. Moreover, one of the prominent USPs of our hotel is its star-studded list of F&B outlets. The hotel houses The House of Medici, the longest bar in India, and award winning restaurant Kangan among other wonderful F&B outlets. The property also has a wide range of beautifully designed river view rooms.
What according to you is the role of F&B in getting business for a hotel? The foundation pillar of any luxury hotel brand lies in the F&B outlets. Good quality food is one of the key factors influencing the hotel guests’ recall value. We consider F&B among the crucial departments of our hotel.
According to you, which is the most crucial issue to tackle in the Indian
hospitality industry today? With the onset of GST, the most crucial issue to tackle in the Indian hospitality industry these days will be to enhance the experience of regular customers and to stand out and make a mark in this cluttered market.
Kindly talk about your role as the GM of a hotel The best part of being GM is that you get to involve in each operational and nonoperational departments of the hotel. In my role as the GM, there is tremendous amount of learning that comes my way every day.
What do you think makes for a good General Manager of a hotel? This is a very subjective question. I personally believe that gone are the days of old school expat GMs who were out of reach of the team. Today you must be a people’s person and must drive the company culture. It is very important for a GM to be a good listener.
What is/are your professional strength/s? I think it is my eye for detail.
What is your working mantra? I believe in being passionate. One can never be self-driven and creative until and unless one is passionate about his/her profession. I believe in empowering people and expect them to drive and initiate things.
Mar-Apr ’15
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Hammer Food & Beverage Business Review
Oct-Nov ’15