Hotel Business Review (Nov-Dec 2018)

Nov-Dec ’18

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Editorial

Hotel Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor Rajneesh Sharma rajneeshhammer@gmail.com Associate Editor Swarnendu Biswas Resident Editor Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design Hari Kumar V Abhishek Singh Rathore

I

ndia witnessed one of most horrifying event on 26/11 when Mumbai was attacked by the terrorists. Two major hotels and a leading restaurant in southern Mumbai faced the havoc and innocent guests lost their life. It changed the perception of the hospitality sector regarding their vulnerability to such attacks and security incidents. After this dastardly act the hospitality industry took major steps to ensure the security of their property as well as its guests. The cover story elaborate on the changes in the Hospitality industry in terms of safety and security.

After the recent dispute between FHRAI and OTA’s, hoteliers are reworking their strategies to maximize the return on hotel rooms. The room rent and occupancy formed the crux of the earning. A well planned pricing strategy can further push hotel revenues. Deciding on the price of the hotel rooms is an onerous task. In the business story revenue managers discuss what would be the appropriate strategy to increase the room revenues.

Hospitality industry needs to be more responsible towards the threat of global warming and non-renewable energy resources. The feature story has once again brought a major issue in the fore front, sustainable environmental practices, and hotels should make sincere endeavours in this direction.

The F&B story discuss the views of industry experts who gave their views on what are the top food trends of 2018, in the context of India’s food service industry. They also aired what they do not wish to see in the year ahead.

Though gym in five-star hotels across the country has emerged as a mandatory requirement, but there is no reason to believe that a leisure traveler or a business traveller staying in a three-star or a two-star hotel would not mind skipping her/his everyday exercise regimen just because she/he is travelling. In this issue we stress upon that it is the time for the Indian hotel industry to adopt the fitness culture more vigorously.

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Production Assistant Mamta Sharma Advertising Sales Delhi: Debabrata Nath, Sumesh Sharma Director Sales Sanjay Anand Mobile: +91 9811136837 Director Operations Rajat Taneja Mobile: +91 9810315463 Editorial & Advertising Offices: Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903 Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 E-mail: info@hammer.co.in © 2018 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher.

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

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

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

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

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

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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COVER STORY

Security and risk management have become an important part of the hospitality industry today, particularly after the 9/11 US and 26/11 Mumbai attacks. November brings back the memories of the havoc created by terrorists in Mumbai 10 years ago.

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BUSINESS

Success of a hotel depends, to a large extent on pricing, particularly of rooms. A well-designed hotel pricing strategy can do wonders by giving a strong push to the hotel revenues.

How you arrive at an appropriate pricing and what kind of strategy you use is an important issue.

Appropriate pricing strategy is an important step towards hotel revenue maximization. To a consumer the price may be a plain number, which the hotel may quote differently at different times and to different people.

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FEATURE

With the threat of global warming, extensive air and water pollution and fast depletion of non renewable energy sources looming over us, luxury without environmental responsibility has translated as an irresponsible luxury which we can no longer afford.

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SPA

A p e rfe ct o as i s of wellness and relaxation is the Shine Spa for Sheraton at Sheraton G ra n d B a n g a l o re Hotel at Brigade G a t e w a y. O f fe r i n g personalised services and using unique blend of oils, the beautifully done up 11 treatment rooms covering 945 square meters of contemporary splendour, are dedicated to uplift your senses.

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OPERATIONS

W i t h t h e g row i n g health consciousness, fitness consciousness is also rising in urban I n d i a n s o c i ety. Th e need for visiting gyms h as b e co m e m o re pronounced among the upper echelons of urban India, though urban middle class India is also getting swayed if not swept by the fitness wave.

departments F&B

From organic and sustainable food to local and regional delicacies, 2018 has been a huge year for food trends in India’s food service industry.

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News Scan

18 Appointments 20 Report 50

Product Preview

52 Interview

Cover Pic: Superior Room at Grand Mercure Goa Shrem Resort

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Event

Hotel Business Review

EVENTS’ CALENDER

HOSTECH by TUSID

SIAL Middle East 10-12 December 2018 Abu Dhabi National Exhibition Centre ADNEC, Abu Dhabi, UAE www.sialme.com

Sigep 2019 19-23 January 2019 Rimini Expo Centre, Italy www.en.sigep.it

SIRHA 2019 26-30 January 2019 Eurexpo, Lyon, France www.sirha.com/en

Gulfood 2019 17-21 February 2019 Dubai International Convention & Exhibition Centre, Dubai www.gulfood.com Alimentaria Mexico 2019 5-7 March 2019 Expo Guadalajara Mexico www.alimentaria-mexico.com

HOSTECH by TUSID — 23rd International Hotel, Restaurant, Cafe, Patisserie Equipment and Technologies Exhibition — one of the world's two biggest industrial kitchen trade fairs, was held during 24th-28th October 2018, in Istanbul.

60 thousand sector buyers visited the exhibition that hosted procurement committees from 60 different countries, for four days.

One of the two biggest industrial kitchen exhibitions in the world, HOSTECH by TUSID — 23rd International Hotel, Restaurant, Cafe, Patisserie Equipment and Technologies Exhibition, was launched at CNR Expo Yeş i lköy. The exhibition, organised by CNR Holding company, Istanbul Trade Fairs, in cooperation with TUSID (Istanbul Kitchen, Laundry, Service, and Catering Equipment Industrialists and Businessmen Association), continued until October 28th. Hotel and hospitality professionals, industrial food manufacturers, patisserie, bakery, dry cleaning, laundry, cafeteria, canteen, café, and bar operators exhibited their latest products in the exhibition, spread over 80,000 square meters area.

Procurement Committees from 60 Countries The exhibition has the distinction of being the most significant export platform of the

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Turkish HORECA sector, which exports to 118 countries. 800 exhibitors from the MiddleEast, CIS Countries, the Gulf Region, North Africa, the Balkans, and Western Europe exhibited their products in HOSTECH by TUS İID this year, and 60 thousand sector professionals visited the exhibition.

Buyers from 60 different countries, including Turkey, Germany, Italy, France, the UK, India, Israel, Poland, Iran, Jordan, Lebanon, Saudi Arabia, Ukraine, Russia, and Greece had the opportunity to connect with the exhibitors and develop business relations efficiently. With the B2B matching program, exhibitors were categorised according to product groups; and they had meetings with the international procurement committees in an exclusive meeting area.

Meets the Needs of the Industry HOSTECH by TUSID comprehensively met the needs of the hospitality industry.

The products and services ranging from preparation equipments to ovens, from refrigeration to dishwashers were exhibited.

Besides, a 360-degree view of the market was offered by displaying a wide range of products from curtains to carpeting, televisions to air-conditioners, teapots to cups, decorative products to wallpapers, and landscape and garden furniture to SPA materials and pool equipment.

Aahar 2019 12-16 March 2019 Pragati Maidan, New Delhi www.aaharinternationalfair.com HOTELEX 2019 1-4 April 2019 Shanghai New International Exhibition Center, Shanghai, China www.en.hotelex.cn HICSA 2019 3-4 April 2019 Grand Hyatt, Mumbai www.HICSAconference.com

Bakery China 2019 6-9 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.bakerychina.com

HOFEX 2019 7-10 May 2019 Hongkong Exhibition Centre, Hongkong www.hofex.com SIAL China 2019 14-16 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.sialchina.com

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Email: v_khurana@venusindustries.in ; www.venusindustries.in Nov-Dec ’18 5

Hotel Business Review

Sarovar Hotels Expands Footprint in Bengaluru In line with its expansion drive in the southern parts of India, Sarovar Hotels Pvt. Ltd. in December announced the signing of its latest hotel in Bengaluru. This will be Sarovar’s sixth hotel in the city after La Marvella Sarovar Premiere, Davanam Sarovar Portico Suites, RBD Sarovar Portico, Radha Hometel and Radisson Blu. With the addition of the new hotel, Shravanthi Sarovar Portico, to its portfolio, the total inventory of Sarovar in the city will cross 700 rooms.

Shravanthi Sarovar Portico is a mid-scale hotel located in JP Nagar, one of India’s oldest planned suburbs.

“After covering the IT and commercial hubs of Koramangala, ORR, Whitefield and Jayanagar, we are delighted to sign our next hotel in the heart of JP Nagar. The Shravanthi Sarovar Portico is well connected and centrally located and will appeal to the business as well as leisure traveller,” said Anil Madhok, Executive Chairman, Sarovar Hotels.

The hotel offers 80 newly renovated guest rooms, an all-day dining restaurant, club bar, fitness centre and conferencing facilities. The newly redecorated lobby is spacious and comprises of a coffee lounge, just the perfect setting for relaxation or business networking.

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Radisson’s New Initiative to Help Underprivileged Kids I n co l l a b o rat i o n w i t h n o n governmental organisation SOS Children’s Villages International, Ra d i ss o n H ote l G ro u p h as launched a new charitable initiative, “Make a Difference”, to help fund the education of underprivileged children across the Asia Pacific region.

As part of the initiative, Radisson Hotel Group will donate USD $1 directly to SOS Children’s Villages for every night booked under this campaign in a participating hotel in Asia Pacific from 22 October, 2018 to 31 March, 2019.

“We are delighted to collaborate with SOS Children’s Villages on the ‘Make a Difference’ campaign. We care passionately about people within and beyond the walls of our hotels,” said Katerina Giannouka, President, Asia Pacific, Radisson Hotel Group.

“This campaign demonstrates our commitment to building a better and brighter future for underprivileged children through education.

We also provide them an opportunity of working with Radisson Hotel Group upon completion of their studies,” Giannouka added.

AccorHotels Makes 15 Million Points Available Through Asia Pacific Sale Global travel and lifestyle major AccorHotels is rewarding its loyal members through an Asia Pacific Sale that offers discounts of up to 40 percent plus the chance for 30 members to win 500,000 points each.

This equates to more than USD $11,000 USD for each of the 30 winners. For that many points, the winners could choose from a host of amazing holiday experiences across the AccorHotels global network.

“This is our biggest ever points giveaway and we are thrilled that 30 winners will be able to create their own dream holiday experience with half a million points each, all just for booking their next getaway in Asia Pacific,” said Henrik Berglind, Vice President Loyalty Asia Pacific, AccorHotels.

“Our Le Club AccorHotels members are our most valued guests and we wanted to create something special to thank them for their loyalty. Best of all, even if you are not yet a member you can join now and still be in the running for this amazing promotion,” Berglind added.

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Hotel Business Review

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ITC Hotels Announces ITC Grand Goa Resort & Spa

DoubleTree by Hilton Opens in Goa

ITC Hotels recently announced the opening of its 13th luxury hotel in India, ITC Grand Goa Resort & Spa, formerly known as the Park Hyatt Goa Resort & Spa, on Arossim beach in Cansaulim.

The 252-keys beach-side, village-styled resort’s architecture, draws inspiration from the Indo-Portuguese vintage and blends classical elegance with a distinctive regional allure.

Set amidst 45-acres of lush landscape, with direct access to the Arossim beach, the resort offers six signature dining options, indoor and outdoor meeting and banquet spaces and a wellbeing centre -- the Kaya Kalp-The Royal spa.

“With this resort ITC Hotels has expanded its footprint in a globally sought after leisure destination in Asia. The addition of ITC Grand Goa Resort & Spa to our luxury hotel portfolio further reinforces ITC’s vision to consolidate its portfolio in key business and leisure destinations in the country,” said Nakul Anand, Executive Director, ITC Ltd. ITC Grand Goa Resort & Spa is just about 30-minutes drive from the Goa International Airport.

Global hospitality chain, Hilton, expanded its footprint in the country by launching DoubleTree by Hilton in Goa - Panaji. This launch marks Hilton’s 18th property in India. A unit of Goldfinch Hotels (part of MRG Group) and managed by Hilton, the 160-room hotel, reiterates Hilton’s aim to double its presence in the country over the next few years.

“Goa is a popular leisure destination for travellers from across the world. We are delighted to expand our presence here with our new DoubleTree by Hilton in Goa - Panaji. This property has a number of standout amenities that could offer all our guests unmatched experiences,” said Navjit Ahluwalia, Senior Vice President and Country Head, Hilton India.

“We are committed to India for the long-term and will continue to make significant investments to expand our presence and further enrich our operational and management capabilities,” Ahluwalia added.

In addition to multiple dining options, the resort offers a 24-hour fitness center, an outdoor infinity pool, a steam room and a fullservice spa – Serena, extending both Ayurveda and international treatments.

Sheraton Grand Chennai Launches Grill & Barbecue Restaurant Sheraton Grand Chennai Resort & Spa recently announced the launch of its third food and beverage outlet called Pelican Deck, an open air grill and barbecue offering.

“At Sheraton Grand Chennai Resort & Spa, our guests can explore a quintessential amalgamation of comfort coupled with the perfect ambience. The property has it all to make one’s retreat a reinvigorating and rejuvenating one” said Shibil Malik, General Manager.

Pelican Deck, an open air restaurant specialised in European grills and barbecue, now adds to Sheraton Grand Chennai Resort & Spa’s existing food and beverage offering of The Reef – All day Dining & multi-cuisine restaurant and The Pintail Lounge – The Lounge Bar.

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Hotel Business Review

Aloft New Delhi Aerocity Awarded ‘Best Debut Hotel’ Aloft New Delhi Aerocity was recognised as the Best Debut Hotel at India Hospitality Travel Awards 2018 held on December 6. The awards applaud path breakers, and recognise their hard work, commitment and dedication towards tourism.

Among other guests and key people, the event saw Rashmi Verma, Secretary, Ministry of Tourism, Government of India, as the chief guest for the grand evening.

“Our team is overjoyed with the victory! At Aloft, we aim to maintain high standards and look forward to ensuring a delightful stay to our guests. I would like to dedicate this award to the entire team members, who have unceasingly contributed towards the fruitful launch of the property, ensuring smooth operations and providing immaculate hospitality to all our patrons,” said Suman Gahlot, General Manager of Aloft New Delhi Aerocity.

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Lemon Tree Hotels Signs First Hotel in Dubai Lemon Tree Hotels Limited, t h ro u g h i ts m a n a g e m e nt subsidiary Carnation Hotels Pvt. Ltd., recently announced the signing of its first property in Dubai.

The hotel, owned by Al Waleed Real Estate LLC, is expected to launch in the third quarter of the coming year.

Located on Al Wasl Road, this will be the first midscale hotel in the area. The hotel will feature 114 well-appointed rooms and suites, complemented by a multi-cuisine restaurant Citrus Café, a conference room, a swimming pool, and a well-equipped fitness centre among others.

“We are delighted to enter Dubai with our partner Al Waleed Real Estate. This is our first hotel in the UAE, and we feel that it holds immense business potential,” said Rattan Keswani, Deputy Managing Director – Lemon Tree Hotels and Director – Carnation Hotels.

“We have a locational advantage, with the hotel strategically situated in proximity to famous destinations like Burj Al Arab, Kite beach and the Mall of Emirates, and equidistant from Business Bay and JLT, the two major business districts of Dubai. The addition of this hotel opens a new location for the brand, thereby increasing our appeal to our existing and potential customers,” Keswani added.

Lemon Tree Hotels Limited is one of India’s largest hotel chains in the mid-priced sector.

InterContinental Hotels Group Hosts Wedding Showcase InterContinental Hotels Group hosted a wedding showcase at InterContinental Chennai Mahabalipuram Resort from December 5- 7, 2018. The event exhibited IHG’s exclusive wedding offerings in India, across brands including InterContinental Hotels and Resorts, Crowne Plaza and the Holiday Inn brand family.

It featured sessions and discussions around the wedding business in India with industry experts such as Parthip Thyagarajan, CEO Wedding Sutra, Sushil Wadhwa, Founders- Platinum Worldwide and Weddings, among others.

“Over the years, IHG has established itself as a formidable player within the Indian wedding segment and we continue to focus on this growing category by strengthening our guest offerings,” said Vivek Bhalla, Regional Vice President, South West Asia (SWA), IHG commented “Indian weddings have become more elaborate with a lot more customization expected by the guests. At IHG, we are focused on providing the best facilities and personalized services to our guests, which makes wedding planning for the couple and their families a convenient and an enjoyable experience,” Bhalla added.

The wedding industry in India is a burgeoning sector, estimated to be worth over $40 billion.

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Hotel Business Review

Marriott’s Security Breach As per information provided by Marriott its guest reservation system has been hacked, potentially exposing the personal information of approximately 500 million guests. The hotel chain said the hack affects its Starwood reservation database, a group of hotels’ it bought in 2016 that includes the St. Regis, Westin, Sheraton and W Hotels.

Marriott said hackers had gained “unauthorized access” to the Starwood reservation system since 2014, but the company only identified it lately. “The company recently discovered that an unauthorized party had copied and encrypted information, and took steps towards removing it,” Marriott said in a statement.

For 327 million people, Marriott says the guests’ exposed information includes their names, phone numbers, email addresses, passport numbers, date of birth and arrival and departure information.

For millions others, their credit card numbers and card expiration dates were potentially compromised. Marriott warns that it can’t confirm if the hackers were able to decrypt the credit card numbers.

“We fell short of what our guests deserve and what we expect of ourselves. We are doing everything we can to support our guests, and using lessons learned to be better moving forward,” said CEO Arne Sorenson in a statement. The hotel chain said it has reported the hack to law enforcement. Marriott said it will begin emailing guests affected by the breach and has created an informational website.

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Novotel Debuts in Vijayawada, Andhra Pradesh AccorHotels recently announced the opening of Novotel Vijayawada Varun, marking it as 20th Novotel property to open in India.

The hotel offers 227 luxurious rooms, four food and beverage outlets and seven well-appointed meeting rooms and a 10,000

sq. ft banquet hall for business and leisure travellers in the city.

The property is located in the heart of the city — only a 45-minute ride from the Vijayawada International Airport and a 20-minute ride from the Vijayawada railway station.

“Varun Group forayed in the hospitality sector in 2009 and since then has been associated with AccorHotels. In the span of 10years we have grown our association by leaps and bounds and we now have three operational hotels including the Novotel Vijayawada Varun,” said V.Prabhu Kishore, Chairman, Varun Group.

“The Vijayawada project is a strategic move to gain the first mover advantage in this key city that has immense potential of commercial and leisure demand,” Kishore added.

Vijayawada being the commercial headquarters of Andhra Pradesh is fast emerging as a smart city, attracting both business and leisure travellers.

Sofitel Mumbai BKC Wins 2018 World Luxury Hotel Awards Sofitel Mumbai BKC won the “Best Luxury Boutique Hotel” in the continental category at the World L u x u ry Re s ta u ra nt Awards hosted by the Ayana Resort & Spa, Bali, Indonesia.

The award recognises a property for earning the respect of guests and industry players alike. Sofitel Mumbai BKC – AccorHotels’ authentic luxury brand blends French art de vivre and the essence of each destination to create magnificent moments for international travellers seeking a uniquely elegant experience.

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Hotel Business Review

Andaz Delhi Inks Pact With Baroda Cup Finale – Polo Tournament Andaz Delhi partnered with the Baroda Cup 2018 Finale -- Polo Tournament held on November 4 at the Jaipur Polo Grounds, Race Course, New Delhi. A team representing the hotel also participated in an exhibition match at the Baroda Cup 2018 Finals.

The Polo tournament became a regular f i x t u re of t h e Delhi Polo Season in the year 1974.

The Baroda Cup was i n s t i t u te d

by M a h a ra j a Fatehsinghrao P. Gaekwad, the multifaceted Maharaja of Baroda and acclaimed politician who was a gifted cricketer and sports enthusiast.

The inaugural match was played on 21 December, 1974. The finale saw the season’s most exciting match between Rajnigandha Achievers and Aravali Polo, featuring several seasoned players. The spectacular finale match tipped in favour of Rajnigandha Achievers as they displayed amazing skill on the field and won their first match with a final score of 3-7.5.

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Meet the Winners of Condé Nast Traveller Readers’ Travel Awards 2018 The eighth edition of Co n d é N as t Traveller Readers’ Tra v e l A w a r d s (RTA) took place at The Lodhi hotel in New Delhi on November 29.

Hosted by actor Chitrangada Singh, the prestigious event also recognised individuals who have put a spotlight on India’s evolving heritage, its myriad cultures, histories, and arts. This year the Excellence Awards witnessed five winners, all of whom are striving to make India more inclusive today.

The names included India’s celebrated contemporary dancer-choreographer Astad Deboo, Museum of Art’s Kiran Nadar, Lalit Suri Hospitality Group’s Keshav Suri, Patu Keswani of Lemon Tree Hotels and Indian celebrity chef and restaurateur Ritu Dalmia.

This year’s RTA showcased some interesting results: Kashmir and Gujarat are high up on the evolved Indian traveller’s wish list, while Goa continues to remain the favourite for leisure, third time in a row. Internationally, readers are most keen to visit Santorini and Iceland.

Among airlines, while Vistara was namd as the “Favourite Domestic Airline”, Etihad Airways bagged the title of “Favourite International Airline” for the third time in a row.

Boutique hotels like The Khyber Himalayan Resort & Spa, Gulmarg and Samode Haveli in Jaipur were also honored, along with properties such as the Leela Palace New Delhi and the iconic The Oberoi, Mumbai.

Brand new hotels like the JW Marriott Jaipur Resort & Spa, The Park Baga River Goa, and Weligama Bay Marriott Resort & Spa were also recognised by readers. In terms of food, New Delhi emerged as the clear winner, with Indian Accent and The China Kitchen at the top of the list. With the wedding season setting pace, readers voted for Taj Umaid Bhawan Palace, Jodhpur and Grand Hyatt, Goa as the Favourite destination wedding hotels in India.

“The Readers’ Travel Awards are a barometer of what the discerning, affluent Indian traveller looks for and appreciates when he or she travels. It also puts into perspective what tourism boards, hotels, airlines and other travel companies should focus on to attract this audience and helps them identify and cater to new trends,” said Divia Thani, Editor, Condé Nast Traveller India.

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Hotel Business Review

ibis Bengaluru Outer Ring Road Partners with Tour of Nilgiris

In order to raise awareness about solar energy and sustainability, ibis Bengaluru Outer Ring Road entered into a partnership with the Tour of Nilgiris, one of India’s most premier cycling events.

The hotel sponsored two cyclists Rajendra Bhaskar and Sushil Reddy at the 11th edition of the Tour of Nilgiris that was flagged off in Mysore, Karnataka on December 9.

The high-octane cycling tour is considered one of the most difficult in the world, with close to 110 participants from all over the world competing to test their endurance and resolve.

The tour which spans the three states of Karnataka, Tamil Nadu, and Kerala is unique as it covers not only a beautiful scenic routes along the Western Ghats, but also traverses through three national parks, and offers one of the best cycling routes in the country.

“We are extremely delighted to be associated as the hospitality partner with the Tour of Nilgiris, one of India’s most premier cycling events,” said Maverik Mukerji, General Manager- Delegate, ibis and Novotel Bengaluru Outer Ring Road.

“At ibis Bengaluru Outer Ring Road we have always encouraged cycling to promote a healthier self, and the environment. In fact, at our property we have cycles that guests can use for their commute,” Mukerji added.

TFS Wins Contract to Revamp Dining Facilities at Goa Airport Travel Food Services, one of India’s leading travel, food, and retail companies, was recently awarded the contract for revamping the dining facilities at the Goa Airport and raise them to international standards.

In an attempt to upgrade passenger experience of Goa Airport, the Airport Authority of India (AAI) came out with a policy to appoint master concessionaire for retail and food and beverage for select airports, among several others measures.

With support of AAI, Travel Food Services said it will be getting major international and national brands to the airport in an attempt

to make the airport a global destination of sorts.

They have already opened over 13 outlets at the airport, and by the end of December, all the F&B outlets will be operational, including the food court.

“In an effort to elevate the 360 degree passenger experience at Goa Airport we are happy to join hands with Travel Food Services, and look forward to opening more F&B outlets in coming months. By the end of this year, we should see a totally revamped Dabolim Airport,” said Bhupesh Negi, Airport Director, Dabolim International Airport.

GVK Lounge by TFS Wins Best Lounge Award Operated by Travel Food Services (TFS), the GVK Lounge at the Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Maharashtra was recognised as the “World’s Best Business Class Lounge” for the fourth consecutive year, at the World Travel Awards 2018.

The World Travel Awards are considered one of the most prestigious and comprehensive awards in the industry and are attended by the sector’s key decision makers, figure heads and trade and consumer media.

The grand final Awards ceremony was held on December 1 at the Pátio da Galé in Lisbon, Portugal and witnessed some of the most renowned brands from the sector being recognised and awarded for exemplary service.

The GVK Lounge by TFS Performa bagged three awards at the event — World’s Leading Airport Lounge - Business Class 2018, Asia’s Leading Airport Lounge 2018 and Asia’s Leading Domestic Airport Lounge 2018 “It is an honour to have successfully represented the Indian travel sector at a distinguished global platform like the prestigious

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World Travel Awards 2018. To have our efforts recognised and awarded motivates us further to work towards creating a better travel experience for travelers,” said Gaurav Dewan, Chief Operating Officer and Business Head, Travel Food Services.

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Appo intments

Hotel Business Review

InterContinental Hotels Group (IHG) and most recently, with Phoenix Mills Ltd.

Manager at ITC WelcomHeritage Hotels, after completing her Master’s in Business Administration, and then moved on to working with the Marriott International, Jaipur, where she held the position of Marketing Communications Manager from preopening to launch. She then joined the Hyatt brand with her appointment as Marketing Communications Manager at Hyatt Regency Chennai. She then went on to serve the Grand Hyatt Mumbai and Park Hyatt Goa Resort and Spa at the same position.

Vinayak Patnekar Fairfield by Marriott Belagavi in Belgaum, Karnataka recently appointed Vinayak Patnekar as the Hotel Manager. A seasoned hotelier, Patnekar brings with him over 18 years of rich hospitality experience.

Patnekar has a long and rewarding association with Marriott Internationaland.

He earlier served as Director of Operations at Courtyard by Marriott Agra, Fairfield

by Marriott Lucknow and Courtyard by Marriott Raipur. Having worked with Marriott International and other leading hotel groups in various capacities, he is well conversant with global standards of hospitality.

Sheetal Sachdeva Sheetal Sachdeva has joined as the Operations Manager of Courtyard by Marriott Agra. In her new role, Sachdeva will effectively leverage her past experiences of working in different capacities at leading hospitality properties to drive revenues at Courtyard

by Marriott, Agra.

She brings with her over 18 years of experience in the core hospitality and customer oriented operations with luxury hotel chains. Prior to joining Courtyard

by Marriott Agra, Sachdeva held the role of Operations Manager in Four Points by Sheraton Ahmedabad. Earlier she was associated with Radisson Blu New Delhi, Dwarka as Director of Rooms and The Westin Gurgaon, New Delhi as Front Office Manager amongst other.

Paul Kinny The St. Regis Mumbai has announced the appointment of Chef Paul Kinny as Director of Culinary. He brings with him over 25 years of rich culinary experience.

An industry veteran, Chef Kinny’s career commenced at the legendary Zodiac Grill at The Taj Mahal Palace under the tutelage of celebrated chef Hemant Oberoi. He rose in rank as Sous Chef and moved on to other restaurants to helm culinary operations.

His assignments over the next two decades included launching Sachin Tendulkar’s finedining venue and leading the culinary team at international hospitality organisations like

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Sachin Sharma Sachin Sharma recently joined Andaz Delhi as the hotel’s new Director of Sales. After completing his MBA in Marketing and Finance from Sikkim Manipal University, Sharma started his career as Operations Manager at Taj Safaris Limited. He then went on to work with brands like IHHR Hospitality, Marriott Hotels and Hyatt Hotels among others. His journey with the Hyatt group began in 2010 as Associate Director of Sales at Hyatt Regency Delhi. Continuing his journey with the Hyatt group, he joined Hyatt Sales Force India as Regional Sales Director.

Sirish Subramanian

Pratiti Rajpal Andaz Delhi has appointed Pratiti Rajpal as the hotel’s new Director of Marketing Communications. In addition to this, she will continue to manage the Marketing Communications function for Park Hyatt Goa Resort and Spa. Pratiti started her career as Marketing

Andaz Delhi recently appointed Sirish Subramanian as the hotel’s new Cluster Director of Revenue Management - North India. His current role includes heading the Revenue Management function for Andaz Delhi and nine more Hyatt hotels in North India.

After completing his graduation from Institute of Hotel Management (IHM) Bhopal, Subramanian started his career with Hyatt Regency Mumbai as Guest Service Associate.

After taking an interval for post-graduation, he re-joined the industry to become a part

Ap p oi n tm en t s

of the Revenue Management team at Taj Hotels, Bangalore.

He returned to the Hyatt group as a Revenue Manager at Hyatt Regency Kolkata and has been associated with the group since then, undertaking roles at Park Hyatt Dubai and then recently finishing his term at Grand Hyatt Seoul as the Area Director of Revenue Management. Subramanian brings to the new role 10 years of experience in the hospitality industry.

Roopal Tiwari Novotel Pune Nagar Road has hired Roopal Tiwari as the Talent & Culture Manager of the hotel. She is a post graduate in human resource from Pune with an experience of five years in the hospitality sector.

She had earlier worked with prestigious hospitality brands such as AccorHotels, Ibis Pune Hinjawadi and Ibis Viman Nagar in Maharashtra.

Ramandeep Marwah Ramandeep Marwah has been appointed as General Manager of JW Marriott. An enterprising hotelier with over 19 years of experience, Ramandeep brings with him the expertise of managing luxury properties across India. He joins JW Marriott Chandigarh

Hotel Business Review

at a time when the hotel is transforming the region’s hospitality landscape.

Prior to joining JW Marriott Chandigarh, Ramandeep was working as the General Manager of JW Marriott Mussoorie Walnut Grove Resort and Spa, Marriott India’s first JW Marriott resort in the country.

Ramandeep’s journey with Marriott started in 2012 with JW Marriott Aerocity, New Delhi following which he was associated w i t h t h e J W M a r r i ott b ra n d a c ro s s properties at Mumbai, Macau, Pune and Mussoorie.

Gaurav Singh Gaurav Singh has been appointed as Multi-Property General Manager at Courtyard

by Marriott & Fairfield by Marriott-Bengaluru, outer ring road and Fairfield by Marriott Rajajinagar.

A seasoned hotelier with an experience that spans over seventeen years, Gaurav started his career in 1999 as a management trainee at ITC Hotels, Delhi. Later he was appointed as Executive Assistant Manager in charge of hotel operations at the Oberoi Udaivilas, Udaipur. Gaurav moved to Courtyard Ahmedabad as the General Manager in 2013.

Gaurav also served as the Resident Manager of the Leela Kempinski, Mumbai since 2011.

Piiyush Kapoor Piiyush Kapoor has been appointed as the General Manager for JW Marriott Mussoorie Walnut Grove Resort and Spa, Marriott International’s first JW Marriott resort in India. A seasoned hotelier, Piiyush brings close to two decades of proficiency in the hospitality industry.

His journey started in 2007 with Holiday Inn, Manali followed by Crowne Plaza, Mussoorie and The Lalit, Jaipur. He takes over his latest mandate as a progression from being General Manager at Radisson Blue Udaipur Palace Resort & Spa. In his new role, Piiyush will spearhead the operations at JW Marriott Mussoorie Walnut Grove Resort & Spa, ensuring its growth and expansion through innovative strategies.

Salok Setia Salok Setia has joined Howard Johnson Bengaluru Hebbal hotel as Head of Sales & Marketing. Setia brings to the new role seven years of experience in sales and operations. Before joining Howard Johnson Bengaluru Hebbal, he was previously associated with several brands including the The Ritz Carlton and AccorHotels in Bengaluru, JW Marriott New Delhi Aerocity, Crowne Plaza New Delhi Okhla among others.

Nov-Dec ’18

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Hotel Business Review

FHRAI Ultimatum to OTA’s T

he Federation of Hotels & Restaurants Association of India (FHRAI), along with its regional associations, met four representatives from MakeMyTrip to discuss reduction of the commission charged by the OTAs to 15-18 per cent. The meeting was attended by Surendra Jaiswal, President, HRANI and Vice President, FHRAI, along with Garish Oberoi, Immediate Past President, FHRAI and Treasurer, HRANI. Also present at the meeting were Gurbaxish Singh Kohli, President, HRAWI, along with some of the Executive Committee members.

The association wants that discounting on rooms and its display will be done after the express consent of the hotel and not via the extranet.

This is in response to grievances expressed

by Federation of Hotel & Restaurant Associations of India (FHARAI) members, where after FHRAI has put Online Travel Aggregators (OTA) MakeMyTrip and GoIbibo on notice.

A number of its members had brought to the Association’s notice that the OTAs’ business practices which were exploitative, unethical and divisive led to predatory pricing and other market distortions that had the potential to harm both hoteliers and consumers in the long term.

The FHRAI had written a letter to the OTAs outlining the most critical concerns of the hotel industry which includes the issue of distortion of market price, the demand for exorbitant commissions and the hosting of illegal and unlicensed Bed & Breakfast accommodations.

“One of the biggest concerns is that after securing discounted rates from a hotel, the OTAs further discount it on their online platforms without the hotel’s consent.

This damages the hotel’s reputation, and also simultaneously distorts the market scenario. Ironically, the OTAs have a clause in their agreement that forbids hotels from discounting their own rates but are themselves free to do so. This disparity is not just unfair but is clearly intentional and is done with the objective of market cannibalization,” said Gurbaxish Singh Kohli, Vice President – FHRAI & President – Hotel and Restaurant Association of Western India (HRAWI).

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Hotels have alleged that the OTAs charge commission that range anywhere between 18 and 40 per cent. The exorbitant commissions have been adversely impacting revenues, business and the livelihood of hoteliers.

“Over and above the high commission rates charged to the hotel, the OTAs offer enormous discount from their own end.

This has rendered hotels helpless, left with no choice but to conduct business i n a s e l f - d efe at i n g at m o s p h e re. A n immediate resolution to the issues that are threatening the livelihoods, business, investments and entrepreneurial initiatives has become extremely necessary. Under the circumstances, we feel it is necessary to call for an active engagement and dialogue with the OTAs,” adds Venkada Subbu M., Jt. Hon’ Secretary, FHRAI. The FHRAI had also pointed out to the illegal and unlicensed Bed & Breakfast (B&B), motels or accommodations hosted by the OTAs on their platforms. The Federation had alleged that such OTAs are legitimising the unlicensed businesses by promoting them on their sites and apps whilst disrupting the business of the organised hotels.

Gurbaxish Singh Kohli

“More than 40 per cent of the room inventory available on the OTAs is illegally operated. The so called B&Bs are operating without valid licenses from local or state authorities. Since these operators do not have to pay for licences and the statutory fees, they are cheaper by default. This disrupts the spirit of a level playing field by pitting the fly by night operators against the organized sector and is also a huge loss to the exchequer. Not only does this put legit hotels at disadvantage but such indiscriminate hosting encourages illegal activities. Such non-compliance of statutory rules and regulations compromises guest safety and which should be big concern for everyone involved,” said S K Jaiswal, Vice President (North), FHRAI. The Federation had written to MMT and GoIbibo in the hope that they will understand the ground level situation of hotels and reason through dialogues. However based on the previous experience of hoteliers whose attempts at negotiations were neglected by the OTAs, the FHRAI has also forewarned a nationwide protest against the OTA entities.

Meanwhile, booking.com met FHRAI/ HRAWI office bearers in a bid to resolve the issue.

“The FHRAI has always hoped for the betterment and progress of tourism and hospitality in the country. We have always worked in the interest of our guests and have also been proactively working inclusively with the Government. We are here to protect the interest of all our stakeholders and to ensure that the spirit of enterprise is practiced in the most democratic way. We wish to further express our desire to explore possibilities of amicably resolving the issues before calling for a nationwide protest against the said OTAs,” Kohli said.

Recently OTA’s have started reaching out several hotels in Pune. According to the statement released by The Poona Hoteliers Association, individual hotels have been offered reduced commissions and other negotiating terms in contracts by OTA’S. However based on the previous experiences, the hotels have decided to refuse accepting any negotiations that are customized and have demanded a uniform business ethic.

The association has stated that they are in complete solidarity with FHRAI.

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Hotel Business Review

Cover Story

Security and Risk Management in Hotels Security and risk management have become an important part of the hospitality industry today, particularly after the 9/11 US and 26/11 Mumbai attacks. November brings back the memories of the havoc created by terrorists in Mumbai 10 years ago. On completion of a decade of the dastardly deed Ashok Malkani examines whether the industry still continues to maintain the same alacrity in maintaining safety and security of the property, as well as the guests.

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his November, as the hospitality industry remembers and recalls the horror of 26/11 in Mumbai, it double-checks to see that all security measures are in place.

The 26/11 terrorist attack, when 166 people were killed in the twin attacks on the Taj Mahal Hotel and Trident Oberoi in Mumbai, have changed the perception of the hospitality sector regarding their vulnerability to such attacks and security incidents. Today one of the biggest jobs of hotel management is securitizing the facility, protecting customers, visitors and staff, and protecting the property. With people coming and going all night and literally thousands of access keys out at a time that can get people in and out of the building, hotel security can be a Herculean task.

Almost all five star hotels in Mumbai have installed barricades which have to be lowered for the vehicles to enter the property.

Shivanand Rajput, Security, Safety & Liaison Manager, Alila Diwa Goa, avers, “Safety and security play a major role in the hospitality industry today. The guests, checking in a hotel, come with an expectation to enjoy their vacation without having any concern of their safety. Hence, it is imperative for hospitality industry to ensure safety and security for the guests staying in the hotel.

Recently, there have been many terrorist attacks, unruly incidents which have made the hotel industry to be vigilant and equipped to face any sort of emergency.”

Anthony Dias, Loss & Prevention Manager, Four Points by Sheraton, Navi Mumbai, Vashi, states, “Since 2008, after the Terrorist attack on Taj Mumbai, the hotel security management has become an important factor for the safety and security of every guest and staff. People from different parts of the world visit India for business purpose or for leisure. And they want to be assured of their safety! ” Sunil Bhatia, Director, Sales & Marketing, The Mirador, Mumbai, declares, “Hotel security has become an integral part of Hotel Operations, especially since the 9/11 US and 26/11 Mumbai attacks.

The safety and security of guests is of utmost importance as it also speaks of the Safety and Security standards of the Unit/ Chain apart for the Stay and Food servicing abilities as per their Brand Standards.”

Gurbaxish Singh Kohli, President, Hotel and Restaurant Association of Western India (HRAWI) & Vice President, FHRAI, and Director of Pritam Hotels, laments, “Hotels,

Hotel Business Review

which are known as the ‘home away from home’, have unfortunately become the soft targets for terrorist attacks worldwide. In recent times, attacks on hotels and restaurants have become increasingly common whether by terrorists or other rogue elements of the society. India’s outlook towards security in hospitality took a paradigm shift after the unfortunate 26/11 Mumbai attacks.”

Kishore Vishwakarma, Loss Prevention Manager, W. Goa, disclosed, “The hotel and tourism industry is highly vulnerable and is considered a soft target by terrorist organizations and other bad elements.

The 26/11 of Mumbai was one example where many lives were lost in the attack.

Two hotel brands and famous restaurants were damaged immeasurably due to these terrorist attacks.

Since then lots has changed in the Hospitality industry in terms of safety and security. Many hotels started deploying police and other government agencies at their five star properties. Gun Man, Marshall in civil clothes and government agencies were deployed according to the threat level that existed in the area or region. In terms of safety and security threats, these threats are frequently in the forms of crimes, terrorism, natural disasters, health, and manmade hazards.

This puts increasing pressure on Loss Prevention Manager and Management to develop measures that are more effective to stop or limit the negative impact of the threat on the Brand/Company. To keep the hotel secure all available and required measures need to be taken. This emphasizes

that hotels should upgrade their safety and security measures and procedures to prevent them from being easy targets for such terrorist threats and hazards.

I remember one instance where a guest called us from Europe asking about our beach safety system measures in place and the crime rate in the area of the hotel. She planned to stay at W Goa with her teenage daughter.”

Avadhoot Mahimkar, Director of Sales and Marketing, The Resort Hotel, Mumbai, asserts, “Security is of prime essence, especially in hotels, because people are staying in your property and they naturally want to do so with some peace of mind. They may have come on a holiday or on a business trip, but they want the hotel to guarantee that they are safe in the premises. Security is the critical job in the hospitality industry because it is essential to protect customers, visitors and staff as well as the property.

With people coming and going all night and literally thousands of access keys out at a time that can get people in and out of the building, hotel security can be a Herculean task.”

Steps Taken to Maintain Security Being alert to safety issues has become a norm with the hotels. In fact, the hospitality industry’s apex body, the Hotel Association of India (HAI) had, in 2008, come up with a complete list of security measures to be followed by the hotels.

Gurbaxish Singh disclosed “There isn’t one single definite thumb rule that can be assigned for safety and security in the hospitality sector. But as a norm, certain

Nov-Dec ’18

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Hotel Business Review

Shivanand Rajput

Sunil Bhatia

Kishore Vishwakarma

essential protocols were adopted in coalition with the Police Department to up the level of alertness and remain on the vigil for any such future mishaps.

“The industry now must look at security centric protocols to create awareness and training schedules for the general staff and security personnel; besides equipping themselves with technology for strengthening safety and security of the property, its guests and its staff.

There is also the need to protect guest privacy and this can be done by using only PCI-DSS approved software for reservations, checkouts, etc.”

He adds, “At our hotel, Pritam, Mumbai, we have adopted security prerequisites as mentioned above besides the more basic ones, like installing CCTV cameras and scanners, among other ancillary equipment.

We try to ensure complete safety and security for our guests without compromise on privacy. The staff is continuously trained on different aspects of security and privacy as well as in emergencies and first-aid.”

Commenting on guest privacy, Kamlesh Barot, Director of VIE Hospitality & past President, Hotel and Restaurant Association of Western India (HRAWI), states, “Maintaining privacy by using only PCI-DSS approved software for reservation to checkout, ensuring no credit card records are kept at the property, (viz.,only XXXXX with last four digits), so as not to be trapped under uncalled law suits are some of the security steps taken to ensure that guest data is kept encrypted.

Another step towards this end is training staff on maintaining secrecy of guest details and room number and not communicating this to anyone, including internal staff.

Security also entails elaborate fire drills,

besides ensuring methodical evacuation in case of an emergency.

For convenience of the guest, a lot of their preferences have to be record kept.

Technology helps in maintaining this data right from check-ins to check-outs and only accessible to authorized personnel. Our new access control through voice ensures guest validity at every scale of their SLA escalation matrix.”

Kishore believes that security begins with good physical safety of the hotel premises.

He says, “Proper security comprises of having reputed company-locking system (Electronic Locking System) which should be directly interfaced with the Property Management System of the hotel so that guest room access can be supervised. Going one step further, there should be key less entry with the help of the guests’ mobile.

This eliminates misuse of room key cards forever. There should also be CCTV with face detection and access control and operational Fire Alarm and Detection system.

Many hotels have also reinforced their

entry and exit points by placing Security Personnel with equipment’s like HHMD, DFMD, XBIS, Crash Rated Barrier, UVSS, Tire killer, Explosive Detector and K 9 checks.

Another aspect is: training our associates to handle natural disaster and other crisis handling.

At W Goa we ensure security of our guests and associates are not compromised.

We have taken all required steps and precaution as per Marriott Global Safety and Security guidelines. Safety and Security has become an important element of hospitality nowadays as the guests have become more safety conscious. The Loss Prevention Department is no more considered as department, which only spends but in turn, generates revenue by keeping the hotel guests and hotel assets safe and secure.”

Avadhoot suggests a few steps for maintaining security thus: “There are a few steps that hotels can generally undertake to ensure that there are proper security measures. Installing proper CCTV cameras is of prime importance. Considering the situation of crime and terrorism in this day, it makes sense to keep a watch for anti-social elements, and this is best done by installing CCTV cameras in all public areas, particularly in parking lots, reception (where the cash is), elevators and staircases.

Another way is to train the security personnel and other staff on a regular basis to handle security threat situations. It is essential to educate all staff members to be able to spot suspicious behaviour and always stay on the vigil. If the locks and keys are of the traditional kind, they should be replaced by electronic access systems that let you keep track of who went in along with the times of entry and exit. Each of the restricted areas should have separate access cards.

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Gurbaxish Singh Kohli

Cover Story

The security and information technology teams should work in sync with a common goal of maintaining a secure environment for the hotel. At The Resort, Mumbai, we ensure that we follow most of these steps on a regular basis.”

Sunil discloses that his hotel follows elaborate steps to maintain security. “We have metal detectors in the hotel lobby and 24 hours security which check and register every car which enters the hotel premises.

Every check in is scrutinized via the Registration Card and C Form (for Foreigners). Guests from certain neighboring countries have to also go through a police verification further requiring a Sponsor Letter from the company which has invited them. The staff from the Bell Desk, Reception and even Housekeeping has been trained to look around in case of any suspicious guest behavior or objects lying around in the hotel and to report it immediately to the Manager on Duty.

There are police visits every night to check the Arrival & Departure Register for keeping a tab on guest movement in and around the areas of their patrolling.

The hotel has Cameras in all the Public areas and Floors which record all movements and are referred to incase required.

The Staff go through periodic drills in Fire Safety and emergency evacuation procedures and are given training in knowing about different types of Fire Extinguishers and how to handle them. They are also trained in safety and First aid practices to handle in case it is required.

We also keep stretchers and wheel chairs as a backup with the direct contact of the nearby police station, hospital and fire brigade station.

Floor plans have been put on the doors inside every guest room for safe evacuation instructions and there are Smoke Detectors, Fire Hydrants, Water Sprinklers and Exit Glow Signs with Fire Extinguishers on every guest floor.”

Shivanand reveals that at Alila Diva Goa, “We ensure safety and security of our guests by taking several measures including verifying their profiles which help us set a security plan. For instance, if the visitor is a single lady, we ensure of few processes including room allocation, night security patrolling and providing a mobile. In case of a VVIP visit, the room allocation goes under security surveillance in the public area. We walk extra mile to ensure that no unauthorized guest gets in touch with them.

During the presence of HIGH delegate, our security threat protocols are activated to ensure all the safety and security measure taken in all the departments.”

Anthony explains the techniques for assuring security:

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Cover Story

Hotel Business Review

Avadhoot Mahimkar

Kamlesh Barot

Anthony Dias

1. The hotel should have control on all the vehicles entering the hotel with either explosive vapour detection or K9 sniffer dogs 2. The luggage and hand bags should be scanned in the X-ray machine before entering inside the hotel.

3. Body frisking of guest should also be carried out before entering the hotel.

4. Strict guidelines should be followed as per the hotel policy for carrying of weapon or dangerous items by guest.

5. Proper identification of guest upon check-in.

6. Close Circuit Television cameras to be placed in every part of the operation i.e. main gate, exit gate, receiving area, front office, public areas; and they should be monitored continuously.

7. Evacuation Plan and fire procedures should be in place in case of any Emergency situation and care must be taken to ensure fire exits are all clear.

through brief orientations and interactions.

We touch on points such as luggage and walk through scanners, elevator phones, evacuation plans behind room doors, and presence of security patrolling on the premises. We make sure that the message should reach the guests in a subtle way without affecting the business of the property.

We also provide a Single Lady service, especially designed for ladies holidaying by themselves. Room allocation is done at convenient and easily accessible exit locations. A CUG is also offered to such travelers with a select list of numbers where the guest can call should they need any sort of assistance.

Additionally, booking of rooms are thoughtfully done to ensure that families stay together, and groups stay apart. This seems to be more convenient as it also subconsciously gives our patrons a sense that they are staying close to family and friends which, in turn, is security. We also ensure a visitors policy which we follow vigilantly.”

Gurbaxish Singh affirms, “Sometimes steps taken for security do hamper guest experience, but then the way it is handled is important. Today, almost every guest is aware that security protocols are a step taken towards their own safety and security.

Providing appropriate training to the staff is important as they are the ones who face the guest. Constant training of staff to handle different hypothetical situations is critical in ensuring that the guest does not feel inconvenienced.

Safety measures, in our opinion, do not affect the business of the property. On the contrary, we think that lack of security measures could. Ideally, the more robust steps taken by a property towards safety and security should create a positive impression on companies, corporate houses and individual guests. Wherever required, the CRM team should be able to inform the guest about the safety protocols adopted by the property. “ Kishore agrees that security measures could hamper guest experience but, he adds, “today’s traveler also realizes that whatever steps and procedure followed in the hotels are for their own safety and security. It can’t be really avoided but it can be handled in a way that guest doesn’t feel offended or harassed in the name of security and safety.

A simple way would be profiling all guests and visitors entering the premises by engaging with them, while second person with help of different methods is scanning them.

There are many electronic surveillance and detection system available in the market for this purpose. Coupled with software, video cameras can now recognize activity in an area and provide an alert. One example: the system can alert when there is activity in a valet parking area. Other options include

Assuring Client Comfort However, going through the security process can, at times, cause irritation and annoyance among the guests. Since hospitality is the key to success of a property, how do the hotels ensure that the clients are not only secure but also well pleased with the procedure?

Shivanand says, “At Alila Diva Goa, we maintain security measures by keeping few facts in mind that reassure guests of their well-being without any hassle. In order to provide a comfortable and safe stay, we make our guests familiar with basic instructions for their safety and security in the hotel. We ensure that we do not intrude into their private space or time in any way.

We take several steps to maintain cordial relationship with the guests, keeping security measures in mind. We help educate guests

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Cover Story using a third party to monitor the exterior of the hotel. Some of these systems have voice command capability, where operators can see and warn off people captured on surveillance Customer Relationship Management not only helps educate the client about the security measures but also makes them aware of our brand safety guidelines and the reason behind it. Guests at W Goa understand the reason behind many restrictions in the hotel premises, especially when we have big events like wedding function, other social gathering and conference. As Marriott brand, we do not allow any sorts of fireworks in the premises. It is pertinent to have checks and balance in place to avoid any untoward incidents in hotel premises.”

Anthony states that security can hamper guests and any displeasure of the guests could be avoided by explaining them about the local standard operating procedures.

He adds, “Earning goodwill of our guest is our prime motive, but at the same time we cannot compromise on standard security procedures and they are carried out as per requirement, ensuring it does not affect the

Hotel Business Review

guest’s event.”

Sunil, however does not agree with the concept that security measures hamper the guests. He asserts, “These measures are taken to enable a more comfortable stay as the guests know that the Hotel is safe place with these procedures, once they co operate with all the necessary info and documents at check-in time. At the Mirador Mumbai Guest without valid proof of ID are not allowed to check in. Any guests who do not match to the reservation advice or are not adhering to the hotels check-in policies are not allowed to check-in.

To maintain customer goodwill, the Front office Team (Reception, Bell Desk, Managers on Duty) maintain a daily contact with the guests in the Hotel to check on their stay.

Even the Sales and Food and Beverage Team Members try to interact with those staying/ conferencing with us offer guest specific experiences.”

Avadhoot avers, “Guests definitely prefer good security measures in place and they are relieved to see that everything is taken care of. These days, CCTV cameras are very common and everybody understands their

importance. Of course, if someone has a problem, we talk to them and make them understand why we are taking a particular measure. Once we have spoken to them, they always accept the situation. After all, they realise that we do these steps for the safety and concern of our valuable guests.”

Kamlesh declares, “Certain mandates like scanners do pose as a nuisance to guests, especially in banquet conferences where guests have to pass through these security barriers time and again. But a way to avoid these is by reviewing the points of ingress with a bird’s eye-view, broadening the net like the airport security, where once a person has cleared the security areas they are free to move around anywhere in the sterile zones.

An experts’ view on these inconveniences go a long way in avoiding harassment of guests.

CRM areas are completely secure with the software which maintains guest history in anticipation of best practices in service standards. When certified through PCI-DSS, the system doubly ensures that guest data is secure and the goodwill of the property which could be hampered if the same were compromised by anyone, is safeguarded.” n

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Hotel Business Review

Business

Relation Between Room Pricing and Revenue Success of a hotel depends, to a large extent on pricing, particularly of rooms. A welldesigned hotel pricing strategy can do wonders by giving a strong push to the hotel revenues. How you arrive at an appropriate pricing and what kind of strategy you use is an important issue. Appropriate pricing strategy is an important step towards hotel revenue maximization. To a consumer the price may be a plain number, which the hotel may quote differently at different times and to different people. But reality is different!

Ashok Malkani, on delving deep into the hotels’ room pricing strategies, finds that the reality is not what the layman imagines. Though, of course, one aspect which almost everyone knows is that the most important factor is the demand and supply balance.

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Business

W

ith the recent dispute between t h e Fe d e rat i o n of H ote l & Restaurant Associations of India (FHRAI) and the Online Travel Aggregators (OTAs), MakeMyTrip and GoIbibo, about the discrepancies that they indulge in as far as room rates of their members are concerned, brings the focus on Hotel Room Rates which are the major source of revenue for these properties.

It has to be realised that though F&B contributes significantly to the revenue of the hotel, the room rent and occupancy formed the crux of the earning. Deciding on the price of the hotel rooms is an onerous task, especially for those who are not able to invest in specialist Revenue Managers and are bombarded with varying opinions from numerous sources.

Almost all revenue managers realize the importance of maximizing room revenue. So what would be the best strategy for increasing the revenue?

Sucheta Jadhao, Director of Revenue, Sofitel Mumbai BKC, iterates,” When it comes to profitability in the hotel service industry, the right pricing of rooms is directly collateral to increasing room revenue. Forecasting and analysis of past records is the first step to understand how the pricing of rooms has been fluctuating in the past accounting year. Post a detailed understanding of the room price trends over a period of time, appropriate strategies such as personalised and inclusive packages, encouraging longer stays, discounted rates for direct booking and segmented room pricing can be applied to optimize room pricing.

Seasonality effects refer to the demand variations that are caused by different times of the year. Assessing and leveraging seasonal demand is a significant parameter for room pricing and consequently to maximize room revenue. Considering a steady increase of travelers for business and leisure as people wish to escape monotonous daily routines and travel more with families; hence, the peak season for hotels when prices can be increased, is festivals, vacation times like year-end, and when the weather is pleasant, like winters.

Thus planning different accommodation packages such as weekend staycation, Diwali package, business package and others proves to be a significant strategy

driving guests through discounted rates and pleasing inclusions. An important way to maintain revenue and profitability during off-season times is to pre-plan the whole year and make room pricing decisions based on these analyses. Based on this research, Sofitel Mumbai BKC maintains profitability by collaborating and hosting national and international food festivals bringing in authentic cuisine from home destinations such as Amritsar, Kashmir, Singapore, Vietnam and more. These events increase footfalls into the property all year round.”

Palash Swarup, Director of Sales at Hilton Garden Inn Gurgaon, affirms, “Rooms Revenue Management plays a major role in identifying different segments along with rates which can perform during different seasons. It is imperative for the hotel to understand market dynamics during each season and maintain rates as per demand basis.

The hotel can also increase their room occupation and revenue by resorting to seasonal contracting with their corporate clients to maintain traction.”

Derek D’Souza, Executive Assistant Manager, Hotel Marine Plaza, Mumbai reveals, “Room strategies based on sound revenue management drivers that encompass a market share driven approach during non peak periods and an increased yield driven approach during peak periods would be considered as the most ideal pricing strategy. October to March is considered peak season, where hotels generally price higher although you do have the festive periods such as Diwali and Christmas to be mindful of.

Profitability for the year is averaged out in terms of budgeting, however extra diligence on HLP expenses does have a greater emphasis during leaner times.”

Fixing Room Rate There are several aspects which act as determinants for fixing room rate. The main considerations are: • Location • Hotel rating/standard • Competition • Demand As occupancy/demand increases and supply (room availability) decreases, lower rates are closed and only higher rates are available. Hotels today need a base of business in order to cover operational expenses. Selling all rooms

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Hotel Business Review

at the same rate rarely produces good occupancy or a good average rate.

Several hotels follow the principle of offering the same product at different prices to different types of customers.

FHRAI has highlighted the fact that OTAs offer same hotel rooms at different rates.

Revenue managers around the globe are of the view that while “open market” prices should be subject to a rate parity strategy, prices for corporate segments could be lower, especially if they commit to a certain number of rooms, or a certain number of meals. Another option would be to sell multiple rooms to travel agents for a lower rate, so the travel agent can include the rooms in packages.

So what, in reality, what are the methods adopted by different hotels to fix room rates?

Derek disclosed, ”We prefer to have rate parity across all mediums of selling, however unfortunately we do see undercutting and cash back offers these days from several OTA’s that lead to distortions in price. This does create animosity among the seller channels, not so much from the customer who ideally gets the best deal, however it’s not one that is desired as it affects the unit’s ability to sell through its own website leading to cost implications through increased commissions from the OTAs. We offer better rooms rates if they are booked directly. It does make better

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Derek D’Souza business sense to discount through your own website as the net yield still works out better as compared to bookings that come through an OTA after factoring the payout by way of commission which is way too high.”

Sucheta conceded, “Certain hotels offer discounted rates on some travel websites in order to secure more travel bookings.

However, reputed hotels have a policy of a uniform rate across all websites to eliminate any discrepancies for the hotels.

We, at Sofitel Mumbai BKC have rate parity, wherein all OTAs will have the exact same rates from our end, however if any discount is visible it’s extended by the OTA as a part

of their promotion. Additional offerings from the hotel are only considered to the Accor members where the benefits are extended for their loyalty to the brand.

“A l a rg e s e ct i o n of h ote l s fo l l ow uniform pricing policy across all online distribution channels as this ensures streamlined facilities such as convenience in up-gradation of rooms, better room preferences and improved customer service for issues related to booking and any other issues during the stay. To minimize additional charges of OTAs, hotels are increasingly providing better room rates and turning towards a rate disparity strategy to encourage direct bookings.

Offering consistent rates across all online platforms instills a transparency and loyalty factor amongst guests. Considering that any revenue manager would want direct bookings in order to decrease dependency on OTAs. However, OTAs help hotels reach new markets, fill vacant inventory and increase brand awareness thus considering rate disparity wasn’t ethical. At Sofitel Mumbai BKC, we offer the best available rates as per the guest requirements whether the guest books directly from the hotel or from any other channel.”

Palash states, “The principle of offering the same product at different prices to different types of customers is followed by almost all city hotels and reason behind the same is flow of travel between Jan – Dec

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Sucheta Jadhao wherein hotels experience high demand during Jan to April and then September to December where hotels have opportunity to maximize. I do not think that it should affect reputation of the hotel as the corporate traveler also benefits due to the fluctuation in rates.”

Package Deals Several hotels also offer “package deals”.

What are these and how beneficial are they for increasing the revenue of the hotel?

Derek disclosed, “Package deals are offered by way of a bundled one or one that can be built on (customized). A bundled deal (pre determined) could have inclusions such as a meal, transportation, complimentary give a ways as well as discounts on services offered at the hotel among many others. A non bundled one is where the choice is left to the customer while booking where each service can be offered at a discount and the customer is given the option to build on his room rate by picking a service that he is likely to use.

These offerings help as you cross sell

services of the hotel, creating a bit of stickiness thereby increasing the overall RevPor/RevPag (Revenue per Occupied room/Available Guest) of the hotel.

Room rates are also adjusted to the length of the stay. A Long stay rate is generally more favorable as it brings in a sustained revenue stream over a period of time, buffers the hotels in way of guaranteed revenue and there a higher likelihood of other services being utilized such as laundry/meals etc. Shorter stay rates are more dynamic, market driven and can be elastic, given market conditions.”

Sucheta reveals, “A ‘package deal’ is a combination of multiple services offered by the property to the guest at a reasonable and convenient rate. Today, guests plan every element of their trip much ahead, through smart phones and the Internet.

Package deals such as staycation offers are particularly trending, where guests are looking to experience exotic aspects of their stay.

Package deals at Sofitel Mumbai BKC have been effective in proving the fact that the hotel is beyond only rooms, thus leading to revenue optimization by effective usage of all the facilities of the hotel.

Compared to increasing the rate of rooms, leveraging the length of stay of guests is also an important criterion to consider while assessing room revenue.

Based on high or low demand, the duration of the stay of guests can be adjusted to gain maximum optimization out of available rooms. Considering consumer behavior, the guest will always expect to obtain higher discounts with increasing length of stay, however from the supply side it depends on the available inventory. For example: if a guest is staying for four nights during a peak time, room rates will be increased and vice versa during lean periods. This will

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SERVING THE INDUSTRY FOR OVER 2 DECADES

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Hotel Business Review

also aid in overall fewer unused rooms. In our latest rate architecture different percent discount is given depending on the length of stay, longer the stay higher the percent of discount.”

Palash concurs and adds, “Package deals are beneficial mostly over weekend in a city hotel or if the same covers a travelers budget as provided by his or her company.

However package or bundle pricing works well for leisure properties.

A better length of stay always attracts better pricing as certain costs can be equally divided across the stay to reduce the impact on per night costing.”

Upselling for Better Revenue Upselling or encouraging customers to upgrade to a better room is another way of increasing revenue. In hotel, upselling is a technique to maximize hotel revenue from occupancy and increase the average daily rate (ADR). The importance of upselling has increased over recent years, because of changing methods of booking rooms, various distribution channels of marketing, bargaining power of customer, etc. For this increased importance of upselling techniques to maximize ADR, a kind of motivation is required among each and every employee of a hotel.

Sucheta explains the term “upselling”: “Upselling refers to suggesting a higher end version of the hotel room than what the guest maybe interested in. It is a strategic

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tool to increase room revenue all year round. At Sofitel Mumbai BKC, we seek to understand guests’ requirements and only recommend rooms that are the best fit for their expectations. Hotels should place genuine alternatives before the guests and provide all available options to the guests with respective features of each room and let the guests decide. The best way to encourage guests to upgrade their rooms is to give them additional service options that enhance their primary purpose of visit. The staff should be prepared in advance with the guests’ preferences, exclusive offers and the right use of available facilities to effectively upsell hotel rooms to the guests as well as convince them to extend their stay.”

Palash is of the view that “Upselling

Palash Swarup

depends on 2 factors – does the upgrade price fall in the budget of the traveler and if that fulfills his demands of inclusions. If both the factors fit well, then yes upgrade is beneficial to both the parties.”

Derek disclosed, “Salient features of each room are identified and staff are trained to pitch the same, given the profile of each guest. Over the counter signage displays as well as positioning the next room category online when a lower category is booked are other ways adopted by hotels.”

Selling URIs and Other Strategies Marketing directors and revenue managers, in particular are continuously learning to put pieces of the puzzle together which will enable them to predict the rooms which will remain unsold at the end of the day.

Numerous challenges arise for selling the unsold rooms inventory (URIs) particularly with a plethora of distribution technology, which complicates the process of directly reaching the guest.

So how does one predict the URIs on a day-to-day basis and what are the essential strategies that the hotels adopt to increase the sales of their rooms?

Sucheta declares, “We at Sofitel Mumbai BKC, regularly calculate available and unused rooms for our sales research and records. We have a dedicated sales team that ensures all rooms are adequately utilized. We also regularly check the rates of our competition and analyze and forecast

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Hotel Business Review

the future scenario based on city events and happenings as well as highlight the low demand dates and accordingly create strategies based on the same.

As far as increasing room sales is concerned, I may mention that while there are high room sales during peak seasons, it can be a challenge to maintain room sales otherwise. During such a period; e.g. weekdays, it is essential that a geographical landscape study is conducted to identify potential customers willing to visit the hotel and book a stay. Also maintaining a journal of regular travelers and reaching out to them with attractive deals and discounted travel packages contributes to hotel room sales. Since the city of Mumbai is a financial central hub to the nation, it witnesses a great number of international travelers looking for a leisure retreat post business. The luxury hotel hosts exquisite art exhibitions, events such as the Blues in Jazz and similar for art aficionados along with authentic national and international food festivals for guests to experience a variety of exquisite cuisine at their outlets, which increases hotel sales. Along with

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guests travelling from outside the city, it is important to position the property as an ideal venue for meetings and conferences for nearby businesses.”

Palash asserts, “A hotel would generally know its occupancy levels based on trend and demand; hence they would plan accordingly, to place the inventory. As far as URI is concerned – that depends upon demand in the market, supply and market conditions (occupancy levels in the other hotels or comp set). High demand with limited supply and high occupancy of comp set will demand higher rates and vice versa.”

He adds, “For increasing room sales one must acquire new accounts and develop on the already existing accounts. We, at Hilton Garden Inn, Gurgaon, strongly believe in this.

On a day to day basis, revenue management process would help a hotel to maximize.”

Derek declares, “Understanding market conditions, hotel positioning, competition pricing and your own individual pace of bookings are some of several other variables that are used to determine price.

These days where information is so

freely available, each day brings in its own set of challenges with the mix of variables used in determining price alternating considerably. One size fit alls is out and dynamic pricing given markets conditions is the new priority that brings about the desired results.

At Hotel Marine Plaza, Mumbai, some of the several strategies that we adopt for increasing room sales are: distribution, cross selling, marketing tie-ups, content management, social media, direct bookings, revenue management.”

In other words it may be stated that once a Revenue Manager is aware of both the internal and external supply and demand factors, he can then start to forecast more accurately as to how each market segment will perform each week and set rates accordingly.

There can be little doubt that pricing is critical to the success of all hotels and a well-designed hotel pricing strategy can do wonders by giving a strong push to the hotel revenues. What is important is how you arrive at the appropriate pricing and what kind of strategy you choose. n

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Hotel Business Review

Reflections of Green Hospitality

By Swarnendu Biswas

W

ith the threat of global warming, extensive air and water pollution and fast depletion of non renewable energy sources looming over us, luxury without environmental responsibility has translated as an irresponsible luxury which we can no longer afford.

It doesn’t deserve a mention that environmental degradation can not only endanger our health and lives but the very future of our planet and all the people of the earth should be the stakeholders in saving the earth from further environmental

damage, which sometimes can be irreparable.

Need of the Hour The hospitality industry as a whole too should make sincere endeavours in this direction. Rainwater harvesting, use of solar energy, LED lighting, preventing water and food wastage, waste recycling, preference towards using of local materials and labour in construction should be the new watchwords for the hospitality industry in this new age.

Succinctly, combining high-end amenities with minimum possible carbon footprints

should be the motto of hospitality industry in this post-modern age. Even if the hospitality properties cannot provide high-end amenities it would do, but it shouldn’t operate without environmental-friendly initiatives and sustainable measures.

In India’s hospitality industry some praiseworthy efforts have been taken in this direction, but much more needs to be done.

However, it is heartening that the concept of eco-friendly tourism and hospitality is gaining currency in the country.

Here we would talk about some of the wonderful eco-friendly hospitality properties and chains of India, where staying can not only give the guests an enjoyable experience, but which can act as inspirations to many other players in adhering to the principles of eco-friendly hospitality.

Grand and Green One of the hotel chains in India which is highly committed towards environment is the ITC Hotels. WelcomEnviron is ITC Hotels’ vision for a green world. It is a multi-faceted programme started in order to propagate

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Feature

environmental causes in the cities where ITC Hotels are located.

The guiding principle is ‘Reduce, Reuse and Recycle’. Each of the ITC hotels has its own programme, encompassing local participation, creating awareness among employees and internal conservation through energy-saving gadgets and environmentfriendly materials. The hotel chain’s guests are also encouraged to be a part of the campaign, ‘Give back as much as you take from the environment’.

Among the environmentally-friendly ITC hotels, ITC Grand Chola, Chennai deserves a special mention. It is the world’s largest LEED Platinum certified hotel in the New Construction category and it is powered solely through renewable energy. ITC Grand Chola delivers responsible luxury via energy-efficient installations, use of sustainable materials, a high indoor environment quality and various other measures.

Among the other hotel chains which have made great strides in environment-friendly hospitality, the name of Orchid Hotels deserves a special mention. The Orchid Hotel Mumbai Vile Parle is the first hotel in Asia to win the Ecotel Certification. What is more, according to Orchid Hotels’ website, The Orchid Hotel Mumbai Vile Parle remains one of the only six hotels worldwide to maintain this certification.

The hotel, located near the Mumbai’s domestic airport, has a 70-feet indoor waterfall. The hotel has been designed, built and is maintained while keeping environmental issues in mind, which include the hotel’s architecture, the use of natural resources and its waste disposal among others.

Responsible Luxury amidst Nature Coconut Lagoon in Kumarakom, Kerala, a CGH Earth property, is a wonderful environment-friendly resort. It is accessible only by boat. Exploring languid backwater cruises and Ayurvedic spa can make a stay at this resort with wood buildings a memorable and sylvan experience.

Here waste is converted into fuel, and vermiculture, composting and organic farming are being practiced. Here cows are the lawnmowers; they eat the grass. Guests get ride in solar powered boats.

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inspired by Gond tribal architecture and offer environmentally sensitive, low-impact accommodation,” informed the portal. There is use of locally available materials such as mud plaster, stone, terracotta tiles, roughhewn timber beams and furniture made from waste and recycled wood in the cottages, which helps them to blend in seamlessly with the scenic green surroundings.

Garbage segregation and use of a compost pit, the use of RO filtration system to discourage the use of plastic water bottles, dual-capacity flushing cistern and quarterturn basin taps, eco-friendly construction and eco-sensitive waste disposal system, extensive use of solar lanterns and solar cookers for guests and staff are some other eco-friendly measures adhered to by the property. What is more, organic vegetables and fruits are grown by the local villagers for the lodge.

The lodge’s eco shop contributes 25 percent of its proceeds towards conservation activities. The infinity pool at the property is set between mahua trees and its edges merge into forests.

Named one of the 25 world’s best eco lodges by National Geographic Traveler, Evolve Back Kuruba Safari Lodge, Kabini, Karnataka reflects environmentally-friendly hospitality. Simulating a tribal village, this picturesque resort of sweeping panoramic vistas is bordered on two sides by the Kabini river. It is located on the border of Nagahole National Park. All the luxurious ‘huts’ of the resort have either a plunge pool or a Jacuzzi.

The resort’s architecture has a tribal Kadu kuruba leitmotif, where each of the guest huts exudes a happy marriage of traditional craft and modern luxury. Boat safari, nature walk and night trails are some of the activities that one can enjoy while staying at the resort. Vehicle safari can also be done to explore the fascinating wildlife at the Nagarhole ecosystem.

Electricity generated through windmills, reverse osmosis water filtering system in every ‘hut,’ and state-of-the-art sewerage treatment plant are some of the green initiatives at the resort.

Sustainability with Wildlife Kanha Earth Lodge is another noteworthy name among India’s green hospitality properties. According to its website, “Kanha Earth Lodge lies in 16 acres of natural forest, tucked away in a small hamlet bordering Kanha’s buffer zone. Its unique location, 30 minutes from the Khatia/Kisli park gate,

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ensures that it is close enough for easy access to the park, but still far enough from the glut of lining hotels in Kanha National Park tourist hub so as to offer guests a true wilderness experience.” The lodge has won several Indian and international awards for its high environmental standards.

Kanha Earth Lodge presents an ideal setting for nature walks, bird watching and cycling trips through the surrounding forest.

Of course, shooting the wildlife with your camera can be a wonderful adventure option during your stay at the retreat.

Locally sourced stones and recycled waste wood have been used in the construction of the idyllic resort, where one can find one’s lost serenity and also the latent love for the wildlife.

“The 12 luxury cottages with en suite bathrooms and open verandahs have been

Holistically Green The green initiatives adopted by Jakson Inns Phaltan are also commendable. Located on a 6 acre area, the sprawling property has 69 deluxe rooms of 290 sq ft. each and four suites of 560 sq ft. each. The hotel, located only two hours drive from Pune, was designed not only for corporate travellers but also for family getaways. The hotel offers exciting opportunities for rural and religious tourism and can be used as a retreat for the city jaded tourists.

The hotel is a LEED Platinum Certified Hotel (2015) by the Indian Green Building Council (IGBC). “One of our sustainable d e v e l o p m e n t g o a l s i s e n v i ro n m e n t conservation. We have moved to recyclable straws & even eco-friendly toothbrushes.

We currently have only two plastic items in

Feature the hotel, which are mineral water bottles & garbage bags. Very soon we will become a plastic free hotel by eliminating these,” elaborated Soraya Rebello, Vice-President — Strategic Operations, Jakson Hospitality & CSR Head — Jakson Group.

“As Phaltan falls under the drought-prone zone, there is scarcity of water, especially during summers. We have installed a rainwater harvesting system that supports our water needs. This coupled with drip irrigation and treated water from the STP supports our water requirements for nine months of the year,” expressed Soraya with a smile of satisfaction.

That is not all, as far as sustainable measures at Jakson Inns Phaltan go. “One of our biggest projects this year has been installation of a 350KW solar plant that generates 1400 units per day, which has brought down our electricity costs by 30 percent,” Soraya disclosed. “Recently we have also been conferred with the ‘Green Hotel of The Year Award 2018’ by FHRAI in the upscale to mid-market segment,” she added further.

Ideally, a hotel should not only adhere

Hotel Business Review

Soraya Rebello to environment-friendly measures, but should also make efforts to percolate an environment-friendly attitude among its guests and employees, even if such an attitude is already present among them.

Yes, sometimes too much of a good thing is also good.

“We educate our guests about our environment-friendly measures and it is very interesting to observe that most of our guests support these initiatives. Every guest is invited to plant a tree in the six acre

property or at the nearby school adopted by us. Many of our loyal guests have even tasted the fruits of the trees (pomegranate & chickoo to name a few) that they had planted in 2014. Moreover, our employees are trained and audited on energy conservation practices. Our notice boards carry pictorial representations of all our green Initiatives.

Competitions on green initiatives are also being held among employees’ children,” Soraya informed enthusiastically.

These are only some of the many hotels and resorts in the country which have adopted environmentally-friendly practices in their operations or have used sustainable materials in their construction, or are doing both. And many of the eco-friendly measures can also help in saving costs for hospitality properties in the long-run, though some of these initiatives may incur an additional initial investment as compared to a non green property.

But such extra investments are not only worth it; they are not only helpful for fostering the hospitality business in today’s times, they can turn out to be invaluable for our future in the long-run. n

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F&B

Hotel Business Review

Food Trends During 2018

By Sharmila Chand

F

rom organic and sustainable food to local and regional delicacies, 2018 has been a huge year for food trends in India’s food service industry.

Millets and grandma recipes has taken centre stage this year as Chefs showcased their love for traditional, and tried to revive the forgotten grains of India.

The focus has been definitely on sourcing local ingredients and preparing seasonal specials, as Chefs worked on experimenting with the season’s best ingredients that may not be available the year round.

Here we talk to some industry experts who gave their views on what are the top food trends of 2018, in the context of India’s food service industry. They also aired what they do not wish to see in the year ahead.

Happening Food Trends “Quite a few food trends have made a beeline during the year but

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among them going local is my personal favourite. Going local or ‘go local’ is all about sourcing local ingredients from local farmers and food suppliers, and staying close to the source.

The trend also allows one to explore micro-cuisines within a given cuisine structure, for eg. Konaseema or Rayalseema food within the broader Andhra cuisine structure or Mapala cuisine within Kerala cuisine,” averred Marissa D’Rozario, Food & Beverage Manager, Aloft Bengaluru Cessna Business Park.

“Additionally, exploring local home cooks, who cooks rustic local favourites, handed down by their families, has been quite a prominent trend this year. Exploring rustic buffet wares and service wares for a quintessential rustic yet avant-garde look and feel to the buffet and food presentations has been in vogue,” she added.

“This trend in 2018 has been all about showcasing and bringing back the forgotten cuisines. It is also about the nostalgia of reminding us that we have moved away from roots and need to come back to understand and explore it better,” she analysed further.

“Food trends range from new culinary philosophies and innovative approaches to mere fads. As a professional Chef, while

F&B

one must be cognizant of new F&B trends, the overall potential of such trends must also be gauged and assessed holistically by him/her. I always keep a close watch on innovative ingredients and techniques that could be of practical use to me,” asserted Atul Upadhyay, Executive Sous Chef, Taj Palace, New Delhi.

“2018 has seen the influx of locally sourced ingredients in professional kitchens. Comfort food, healthy bowls and soulful cuisine have been also very popular this year. Also, with social media ruling our lives, Instagram-worthy food has become popular this year,” he opined.

“In all our efforts to ensure minimal food wastage, root-to-stem cooking will surely be the next big thing. Secondly, re g i o n a l c u i s i n e h as g a i n e d m u c h momentum of late. Unknown flavours, lost recipes, age-old ingredients will soon take centre stage,” Atul proffered.

“In my opinion, the biggest food trend of 2018 in India’s food service industry

is going organic. People have become more conscious about their food habits, which has brought about a big mind shift in terms of food trends. Much emphasis went into choosing the type of farms from which to source the food from.” aired Daniel Koshy, Executive Chef, JW Marriott Hotel Bengaluru.

“More and more people have realised the harmful effects of pesticides; how they penetrate the food chain and the dangers they pose to human lives,” he added.

“This year has seen lots of innovation in terms of concepts, experimentation, food pairings, ingredients sourced, food techniques used and presentation.

India’s food and beverage industry has also taken its game a notch higher to meet the expectations of evolving consumers; people who are well travelled w i t h d i s ce r n i n g p a l ates , ” aff i r m e d Swaminandan, Executive Chef, Crowne Plaza Today New Delhi Okhla.

“Locavore movement and seasonal

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Hotel Business Review

produce have seen a huge surge in popularity during 2018 and so has the advent of the global movement towards zero waste and sustainable produce,” expressed Deepanker Khosla, Executive Chef/Co-Owner at Karma Kismet, New Delhi.

“Organic food has become one of the most sought after food trends of the year, in India’s food service industry. A lot of focus has been given to in-house produce. For instance, at ChaoBella, our Italian and Chinese restaurant, the pasta that we roll or tofu that we prepare is made from the scratch. Gutfriendly food which includes probiotics such as kimchi, miso and kefir, and prebiotics such as onions, garlic and other alliums, has been a key trend in the industry,” elaborated Swaminandan.

“A special shift has been observed towards alcohol- free drinks owing to the health consciousness among millennials.

Talking about healthy food, the cuisines which have witnessed great amount of popularity are Pan Asian, Japanese and Peruvian. Our humble tea has become the new hot trend of the season. And I am not talking about just basics like a regular masala chai, green or black tea.

Nowadays there are a plethora of wellness tea options to choose from such as hibiscus, turmeric, blue tea, matcha, etc. which are endowed with significant health benefits,” Swaminandan observed.

Ingredients Which Ruled “As far as ingredients that ruled the food scene in India’s food service industry during 2018 go, I would say this year has been all about going back to the basics.

Ingredients like turmeric have caught international attention for its medical and herbal properties,” Marissa pointed out.

“And this year, Chefs, mixologists, baristas alike have explored turmeric in unique ways like turmeric lattes/cappuccinos, turmeric flavour risottos and soufflés, etc.,” she expressed.

“The other ingredient that has gained popularity in India’s food service industry is activated charcoal that has been used extensively in many food items, ranging from ice-creams and sorbets to breads and pastries,” Marissa affirmed.

“The ingredients which have ruled the roost during 2018 are various organic lettuces such as chard, Lolo antonet lettuce, red butter head lettuce, deer tongue lettuce, green oak leaf lettuce,” Daniel averred.

“The organic wave has witnessed great

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Deepanker Khosla change in terms of consumption patterns.

People have shifted to salad consumption in a big way and that has led to farms cultivating lettuces of different kinds; these lettuces have great textures with varied tastes. Micro greens and baby vegetables have also made their mark this year in a big way,” he elaborated.

“As far as the popular ingredients for 2018 go, I would say avocado has been hot and so has been wagyu,” conveyed Deepanker.

“Avocado, turmeric, Latin American purple potato, timut pepper, aged meat and matcha are among the ingredients which have been very trendy in India’s food service industry during 2018,” aired Swaminandan.

“As far as food ingredients are concerned, our consumers are now looking for ethically sourced produce, which are grown and purchased in responsible and sustainable ways,” he added further.

Ideas Which Failed “As far ideas that didn’t work in India’s

Swaminandan

food service industry during 2018 go, I felt some types of exotic food didn’t went well in our markets as people were looking for a bit of familiarity in what they tried and experienced,” Marissa explained.

“South American and African cuisines have not exactly worked out in India as people are a bit apprehensive to try them, probably due to the unfamiliarity of the ingredients and dishes as such,” she elaborated further.

“Short-term fads never sustain and 2018 has also seen too many such typical instances across India’s food service industry. The extensive use of ‘trendy’ ingredients such as activated charcoal does not seem to work too well,” disclosed Atul.

“The trend of micro restaurants has not work well in India’s food service industry during 2018,” Deepanker disclosed.

“Guests have drastically reduced their meat intake; they have become very selective in meat consumption patterns.

White meats are preferred over red meats during the year, across India’s food service industry,” proffered Daniel.

“Luxury dining is not the trendiest thing in the market anymore. Not many people are keen to attend the Michelin-starred meals at fancy restaurants or black-tie and tuxedo dinners. Especially the millennials are preferring casual, chic and trendy five course meal at places where they can drink and let their foot loose a bit,” asserted Swaminandan.

Food Trends Which Should Go “Food trends that involve using a lot of artificial colours and flavouring in food and beverages like the Whole Unicorn or Rainbow trend should be discouraged. It doesn’t project a healthy food image for children and young adults, as it makes normal, healthy, nutritional and tasty food appear bland and undramatic,” asserted Marissa.

“The use of too much edible flowers, without really pairing them with dishes is a trend which I want to go in 2019,”pointed out Deepanker.

“The advent of processed meats is one big trend in India’s food service industry which I don’t wish to see in 2019. It is often very unhealthy in the way it is made, which can lead to lifestyle health problems. High salt content in most of these products result in health issues and people don’t realise that all things which taste good are not necessarily good for health,” lamented Daniel. n

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Spa

Hotel Business Review

Shine with Wellness

By Sharmila Chand

A

perfect oasis of wellness and relaxation is the Shine Spa for Sheraton at Sheraton Grand Bangalore Hotel at Brigade Gateway. Offering personalised services and using unique blend of oils, the beautifully done up 11 treatment rooms covering 945 square meters of contemporary splendour, are dedicated to

uplift your senses.

While the team makes sure to make you comfortable, the interiors are soothing to help you recharge, relax and have fun while spending your time at the Shine Spa for Sheraton at Sheraton Grand Bangalore Hotel at Brigade Gateway.

Spas Moving Towards Natural While going through the spa, I got to meet Mylo Lallawmzuali, Spa Manager at Shine Spa for Sheraton at Sheraton Grand Bangalore Hotel at Brigade Gateway.

Mylo is a vibrant individual, who comes with an experience of over eight years. She began her career with D’Ashram Mumbai as a Spa Therapist, in 2011. Over the years, she has demonstrated a consistent ability to envision innovative spa concepts that won her many accolades. The excerpts of the interview follow: What are the kind of changes you have witnessed in India’s spa industry during the past five-six years?

People are now going back to the Mother Nature using Ayurvedic; there has been usage of more of hand-blended products. India’s spa industry has evolved a lot during the last decade. Now you can

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find a spa in every corner of a big city.

At the same time, there have been many new spa product launches during these years which have made the competition high. The quality of the spa products is also now better than before, on an average. The wellness industry is moving towards more of organic and natural products.

What are the current top trends in spa business?

Gift a Spa (gifting a spa treatment to loved ones) and wellness packages are among the happening trends in the spa business.

What are the key challenges towards opening a spa?

Spa

Being innovative is the challenge.

People are not yet easy to convince to accept new things. Also, getting a skilled manager, a skilled therapist is a challenge, in the context of India’s spa business.

Massage, Shine Essence and Shine Touch are customised treatments. The guests can choose according to their preferences of pressure, the oils from our options, types of scrubs/ wraps, etc.

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

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

Overall, an easy handling menu is needed. It should have your signature treatment, the most commonly used treatment/s globally, a local specialty, one treatment more unique from all others, the ‘on the go’ treatment, and men’s special.

They are must on a decent spa menu.

I always love a combination of dry stretches followed by oil massage. This is always found in Deep Tissue Massage.

However, I don’t take such strong pressure so Shine Massage from our menu is just the ideal one for me. We have also customised the techniques and pressure as far the guests’ preferences, with signature personalisation.

What do you enjoy the most about being a Spa Director?

Seeing people from all over the world find peace, relaxation, and healing from our spa environment has always been priceless and enjoyable.

Do you have some customised treatments?

Our signature treatments such as Shine

Any other point you wish to make?

There is definitely a potential in focusing more on holistic wellness destinations that pertain not only about massage therapies but every other wellness dimensions like letting your skin to breathe, body scrubs, body wraps, facials, yoga, health food products, etc.

Nov-Dec ’18

45

Operations

Hotel Business Review

Fitness for

Hospitality

By Swarnendu Biswas

W

ith the growing health consciousness, fitness consciousness is also rising in urban Indian society. The need for visiting gyms has become more pronounced among the upper echelons of urban India, though urban middle class India is also getting swayed if not swept by the fitness wave.

For many urban Indians visiting spas and gyms are graduating or have already graduated from lifestyle statements to integral part of one’s journey towards a fit and healthy life.

The need to meet the demands of hectic lifestyles, the need to counter the spate of lifestyle diseases, both of which are affecting sizeable population in urban India, growing health consciousness and increase in disposable incomes in select pockets of urban Indian society have together given a fillip to the fitness business in India, which is easily reflected in the mushrooming of gyms across our urban Indian space. Though the fitness industry in India is largely unorganised, it is growing at an impressive pace.

In metros and other big cities of India, it is not at all rare to find a gym or more than one gym, even in a middle class locality. No wonder we find gyms in highend hotels in the country as a common feature, as many business and leisure

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travellers wouldn’t like disrupting their regular fitness routine, even while on travel.

However, our hospitality industry should be more proactive in tapping the lucrative revenue earning potential of the growing fitness business in the country.

Though gym in five-star hotels across the country has emerged as a mandatory requirement, but there is no reason to believe that a leisure traveller or a business traveller staying in a three-star or a two-star hotel would not mind skipping her/his everyday exercise regimen just because she/he is travelling.

It is about time for the Indian hotel industry to adopt the fitness culture more vigorously, considering the fact that the demand for visits to gyms has already percolated from the upper echelons of the urban Indian society to the urban upper middle class and middle middle class India, in a not too insignificant manner.

Gyms should not only be a regular feature of five-star and four-star properties, but of Leena

hospitality properties in the country having lesser stars too; they should not only be feature of luxury hotels and resorts but budget hospitality properties too.

In fact, gym is one investment from which small obscure budget hotels or even bed and breakfast hotels in today’s India can also reap good revenues, provided if they can run their gyms intelligently, according to their guests’ profile. Succinctly, the fitness trend in India’s hospitality industry must gain more penetration and momentum than it is gaining at present.

Space, Equipments and Personnel H oweve r, i n o rd e r to m a ke their gym a success story, the hospitality property should consult a fitness expert while building a gym, and it is better to plan the design of the gym when the h o s p i ta l i ty p ro p e rty is at the planning stage, so as to avoid miscalculation of space.

Moreover, the architect of the hospitality property and the fitness consultant for the Mogre to be built gym should have

Operations perfect coordination.

Moreover, the gym should be designed after gauging the number of visitors it would attract in a given day or hour. This would help the gym to have fair amount of space between equipments and preventing from having a cluttered look. It is not very interesting to work out in a cluttered gym, which the guests are likely to avoid.

Two of the most important requirements for the commercial success of a gym in a hospitality property or rather of any gym in a high-end locality are the installation of the right equipments and hiring of qualified fitness trainers.

“Gyms in five-star resorts/hotels are not necessarily for body building, but definitely for meeting the daily fitness requirements of their high profile guests. Installation of the top-of-the-line fitness equipments with latest gadgets is needed for gyms housed in five-star hotels and resorts,” expressed Leena Moge, the nationally renowned fitness diva.

“A five-star hotel’s gym needs to provide the best top of the line equipment with latest gadgetry like touch screens with simulated workout options , along with Internet, e-mail

Hotel Business Review

Sonali Swami and chat facilities,” affirmed Nikhil Mogre, Director, Leena Mogre’s Fitness.

Of course, the standard of fitness equipments could vary with the profile of the hotel/ resort, but they should be of good quality, irrespective of the profile of the hospitality property concerned.

I queried Sonali Swami, the renowned

bodybuilder and fitness trainer, on the human resource support a gym in a fivestar or four-star hotel should have. She believes that in high-end gyms in five-star and four-star properties there must be inhouse trainer available 24x7. “In addition, in such gyms there must be an expert/ well renowned coach or fitness consultant

Nov-Dec ’18

47

Operations

Hotel Business Review

generally developed over a few months, they can work in hospitality properties only for long-term residing guests.

available on demand for clients,” she asserted.

Fitness Regimens The role of innovative fitness regimens like Zumba, battle ropes, aqua aerobics, fitness ladder, etc. to attract the discerning crowd to the hotels and resorts should also not be discounted by the management of the hospitality properties.

Sonali also believes that in a high-end gym, along with the conventional workouts, there should be option for specialised packages covering yoga, Zumba or aerobics on request.

However, setting up a gym in a hospitality property is not only a question of sizeable investment in equipments and fitness trainers. Sophisticated equipments are only part of the story behind a successful gym. The hospitality properties thinking of having gyms should not only have quality equipments and quality fitness trainers with proficiency in an impressive array of fitness styles like yoga, aqua aerobics, kick boxing, TRX, rowing, boot camp, etc. but should also have the options of differentiated fitness regimens, as a guest’s fitness requirements and capacity of endurance can vastly differ from one another.

For fitness regimen which is ideal for the body constitution of one person, may

Exposure to Nature

not yield similar results for the other. In fact, with people of all shapes, sizes and medical history taking recourse to gyms, the individualised fitness plans have become the need of the hour in India’s fitness industry, which a hospitality property thinking of opening a gym must take into consideration.

Not only different fitness regimens but even customised fitness regimens for a given guest can be explored upon.

However, Leena, who has rich experience of training many Bollywood stars, believes that as personalised fitness regimens are

Hospitality properties should have their gyms facing natural scenery wherever possible. For example, if the hospitality property affords views of majestic and sombre mountains or azure blue sea, it is always desirable to have the gym designed in a way so that the guests can do their exercise regimen/s while facing the mountains or the blue waters. This can bring an invigorating experience for the exercising guests, particularly during times of sunrise and sunsets.

If the geographic locations of the hospitality properties don’t afford views of such nature’s bounty, then those properties should at least design their gym in a way so that they face some greenery or swimming pool, at least.

“Fitness centres in hospitality properties should be facing some form of scenic outdoors, and should have large windows.

Exposure to outdoors can enliven the mood of the exercising crowd and give them further incentive towards fitness. Hotels should avoid having a fitness centre in the basement unless it opens to a sunken garden, as it may create a claustrophobic

a personal tool for guests to let them drive their own fitness experience,” said Vikram Aditya Singh, General Manager of The Lodhi.

For those looking to take their fitness to the next level, The Lodhi, New Delhi

also boasts a state-of-the-art Athletic Club. Here it deserves a mention that The Lodhi’s gym has quality equipments from Technogym and professional instructors are always available there to assist with personalised fitness regimens.

Payal Kapoor

Gym in the Room

I

n the recent past, The Lodhi, New Delhi has announced the launch of GYMBOX, an innovative convenience for in-room total body workout. This feature has been introduced in most rooms and suites of the hotel.

GYMBOX is ideal for guests who are looking for an easy way to stay fit and active while travelling, whether for business or leisure, and for those who want to work out within the privacy of their room.

GYMBOX includes a yoga mat, foam roller, skipping rope, adjustable toning tube, push up bar, ab wheel and 2 kg (4.4 lb) and 4kg (8.8 lb) dumbbells, through which guests can take part in a range of exercises such as bicep curls, squats, glute rolls, quad rolls, forearm planks, and more. To make the most of the workout equipments provided, a manual detailing of suggested exercises is also included.

“GYMBOX has been designed as

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Operations feel and may compromise on the exposure towards clean air,” opined Payal Kapoor, the renowned interior designer, who runs and owns the Delhi-based design firm named Visions.

“Recently I designed a gym of close to 3000 sq. ft. for a resort in Panipat, which overlooks swimming pool and the landscape with large windows,” she disclosed further.

Hotels and resorts can also spread some facets of their fitness centre outdoors; preferably across a verdant lawn. “Outdoor areas of hotels and resorts can be used for functional training with outdoor racks and frames. These outdoor elements of fitness centre could be located on lawns, near the swimming pool,” elaborated Leena.

“Ideally, gyms should reduce the stress on the client, and hence best possible location for the gym should be opted for. Treadmills and the cardio of a hotel’s or a resort’s gym should ideally face the available natural scenery or the greenery or the swimming pool. The strength area of the gym should be facing the mirrors so that the appropriate form and posture can be observed by the guests,” expressed Leena.

Hotel Business Review

Other Factors “Impeccable ventilation system, proper matting, ample lighting, refreshing colour scheme of the décor, peppy music and inspirational visuals are factors which should contribute towards a gym’s ambience and design,” offered Payal.

Additional Revenue Routes There are ways through which gyms can become major revenue generating avenues for hospitality properties in India. “Additional revenues can be generated through providing expert consultation and personal training by celebrity trainers on request. Clients would not mind paying extra for getting personal training or consultation from celebrity trainers,” opined Sonali, who is the winner of Bronze Medal at Asian Body Building & Physique Sports Championship 2016 (Model Physique Category), which was held in Bhutan, in September 2016.

Similarly, according to her, special group classes on yoga or Zumba can be conducted by celebrity instructors, which can be charged on per class basis. These celebrity trainers may not come to the hospitality

properties on a regular basis, but can visit the property say once or twice a week, in lieu of a decent fee, of course.

It could also be a smart idea for gyms in hotels and resorts to have a nationally renowned fitness trainer and/or a bodybuilder on their board. She/he can visit these gyms from time to time to supervise the in-house fitness trainers, develop detailed fitness regimen for these gyms, etc. The fitness icons can also suggest new fitness solutions for the hotels’ and resorts’ guests from time to time, which can enhance footfalls to their gyms and health clubs.

Le e n a s u g g es te d t h at h o s p i ta l i ty properties in India can earn additional revenues from gyms “By opening up the gym memberships to their non-resident guests.

The hospitality properties can sell their gym memberships to high net worth individuals at premium rates.”

Gyms or fitness centres with an inbuilt food & beverage outlet serving healthy snacks and beverages can also facilitate in the revenue earning potential of those facilities, for exercise needs to be complimented by healthy eating in order to be effective. n

Nov-Dec ’18

49

P ro d uct Previ ew

Hotel Business Review

Modern Shaving Preparation

Infinity Hygiene Care is a leading manufacturer of Shaving cream and shaving gel under brand name of ‘Protector‘. This ‘Protector‘ shaving cream is more softens and moistens the skin and the hair, thus making shaving more comfortable and contributing to smoother skin.

The advantages of using this cream, rather than soap, oil, or just water, are many. The skill work force under watch full guidance of management company are constantly working hard to maintain of product to be supplied to their supplier across the country for hotels and hospitality industries.

Infinity Hygiene Care

Versatile Tableware

METINOX India is a dynamic company manufacturing and distributing kitchenware and tableware. The company is headquartered in Delhi with modern manufacturing and distribution facility. METINOX created new standards in quality and design in its products development. The extensive range of kitchenware and tableware is created to the satisfaction, effectiveness, durability and versatility for the users. The company values customer’s expectations and deliver on a timely basis. Being present pan India, METINOX offe rs i ts co m p re h e n s i ve range at viable price range.

METINOX optimizes product range, design and service to keep pace with the times thereby achieving excellence.

The company maintains and follows quality managements to make ideal products. Internal quality control team equipped with advance testing facilities deliver quality products. It regularly performs assessments on products and its standards. The research team is always remain well versed with market conditions and trends, to upgrade its range. It has state-of-the-art manufacturing facilities, CAD software, and CNC machine workshops, advanced production process, and experienced engineers & technicians. The company keep investing in R&D and frequently updates the designs defining new trends.

The products are manufactured with high grade stainless steel and the range of cutlery and kitchen tools is synonymous with quality, durability, and class. The range includes cutleries, tableware & serves ware, kitchenware, turners and spatulas, tongs, chef helpers, wire ware, hotel ware.

METINOX India metinoxindia@gmail.com

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Nov-Dec ’18

CERA Launches ‘SENATOR’- A premium brand with an Italian touch

CERA, India’s fastest growing home solutions provider, which has been known for its path breaking innovations since 1980, has launched SENATOR by CERA, a premium range of sanitaryware, faucets, wellness and mirrors. Being a leader in style and innovation CERA presents yet another opportunity for consumers to give their bathroom an edge by choosing from a wide range of premium collection.

SENATOR by CERA is curated by the award winning Italian designer Ettore Giordano and is specially crafted to indulge the royal in you. The collection has been designed keeping in mind the changing needs and demands of the niche urban client in the luxury segment. The wash basins have decoration in gold, silver, etc. and the faucets too have matching colours of rose gold, silver and copper, etc.

Exclusive displays for SENATOR by CERA have been launched in CERA Style Studios in Ahmedabad, Hyderabad, Cochin, Bangalore and Chandigarh for the customers to have a touch and feel of the range.

In addition to this, SENATOR by CERA have been displayed over 50 showrooms across India. CERA plans to take the number of SENATOR

by CERA showrooms to 100 soon.

CERA Sanitaryware Ltd. pks@cera-india.com

Hospitality Linen

Home Comfort Texo Fab is a leading manufacturer and supplier of Bed and Bath Linens to Hotels and Hospitality Industry in india.

The company has made its presence felt in this market with its quality furnishing items. In sequence to constant expanding wings, the company entered into manufacturing and marketing quality Bed and Bath Linens under its brand name Home Linen. It has been catering to the ever-growing demands of the Home Textiles and Bed Linen, in the domestic markets (Retail & Institutional segments). The skilled and semi-skilled work force under watch full guidance of management with experience well over 20 years, are constantly working hard to maintain the quality of product to be supplied to their esteemed clients across the country. The company range of product includes from Quilted Duvet, Pillows, Cushions, Duvet and Pillow Covers, Mattress protectors are to name a few.

Home Comfort Texo Fab sandeep@homelinen.co.in

Advertiser’s Index Advertiser’s Index Company

Page No.

akasa international

08

charnock equipments pvt. ltd.

01

chair craft india pvt. ltd.

13

evolis card printer india pvt. ltd. FIC fabscapes 14 gralit india biotech pvt. ltd.

41

home comfort texo fab

06

home zone india

39

hotelex 2019

43

ifb industries ltd.

07

india international hospitality expo

15

infinity hygiene care

10

kesri transcontinental bc laxmi brush company

12

loomcrafts furniture india pvt. ltd.

09

mastech Services

49

mehta furnishers

17

MKN INDIA

25

navin polycon

31

pushkal textiles

47

RANS TECHNOCRATS (iNDIA) PVT. LTD.

21

remington steel arts

50

salt hospitality consulting services

45

samrat furnishers

29

s.k international

27

sony india pvt. ltd.

gATE FOLD

snoozer bedding ltd.

35

sugandhco pvt. ltd.

37

trend n design

BIC

Venus Industries

05

vista hospitality solutions

51

Wep solutions ltd.

33

winterhalter india pvt. ltd.

11

Nov-Dec ’18

51

Intervi ew

Hotel Business Review

Leader and the Team Player

By Sharmila Chand

Akash Gupta, General Manager, Gokulam Grand Hotel & Spa, Bengaluru, is a dynamic hotelier with an illustrious career spanning 27 years and counting.

He began his career with the prestigious Taj Group of hotels, delving deep into the fast-paced career of food & beverage operations and management.

Thereafter, the industry took him places…

Akash Gupta specialises in pre-opening hotel management, project analysis and development, financial reporting, training and development, marketing analysis and mystery audits.The excerpts of the interview with the seasoned hotelier follow: What is the USP of your property?

Ours is one of the most expansive hospitality properties located in close proximity to the airport and to the business-tech parks.

This for the corporate travellers is a boon as from our hotel they can go about their work without having to navigate city traffic.

Furthermore, we have excellent MICE facilities to host events/conferences – over 25000 sq. ft. area and a dedicated entrance for the events floor — which makes it possible to host events without hampering the regular lobby operations and guest check-ins/outs.

Please tell us about the green initiatives the hotel has undertaken We are in to using renewable wind energy in the hotel, which gives us a very good cushion of savings. We have just installed heat pumps for saving energy.

We have also replaced all lamps to LEDs to ensure we save up to 40 percent energy of what we would have been consuming otherwise.

We have also a very effective rain water harvesting system, wherein the harvested rain water is used for hotel usage. The aerators have been installed, which control water usage.

We also have a verdant garden patch for some organic farming in the hotel. Our Chefs would ensure that some dish is cooked up every day from the fresh produce.

In the future, we are also looking at solar energy to be harnessed and to be used more effectively.

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

Digital is the way forward for the industry and we are concentrating on streamlining

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Nov-Dec ’18

our digital presence across multiple channels.

We have signed up with Preferred Hotels & Resorts to have international representation in global markets, which will help the brand connect with international travellers and corporates.

We firmly position ourselves as a niche homegrown brand providing value for money stay, service and food & beverage options.

We have the correct balance of strategy and implementation, innovation and structure, discipline and freedom to steer us through a competitive market ahead. Our team members collaborate with each other to make us step forward with confidence.

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

How much importance do you give to this department?

F&B plays a huge role in increasing the brand visibility of a hotel, locally. It can often become the first reason for a local guest to connect with the hotel. Innovative food festivals and food promotions are a good way to connect with guests.

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

Our all day dining restaurant My Place All Day Dining serves up amazing, decadent and sumptuous Sunday brunch. We have a menu for kids, great music, a menu that has choices aplenty and should the guests wish, they can enjoy some pool time before digging into the brunch. We really do have the best Sunday brunch on this side of the city.

Obsidian, our sports and music bar, is a great place to unwind with some drinks and a game of pool. Don’t miss the Bonsai

lounge – a perfect slice of heaven – classy, understated, elegant and the best place to enjoy Bengaluru’s weather.

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

With our takeover of the hotel, we have started a strategic, sustained brand development campaign, which will unfold over the next 15-18 months.

We have now started work on a digital media campaign to promote the brand online.

Going forward, we are keen to have brand partnerships/ events and associations.

What are the important challenges in India’s hospitality industry these days?

The correct balance of brand promise and service delivery is a challenge. Moreover, there is dearth of talented pool of professionals who understand this industry, which is a challenge.

Our hospitality industry is facing stiff competition from online booking engines in terms of bookings and revenue management.

Homestays, Airbnb too have altered the business scenario of hospitality in the country.

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

I believe in a delegation style of leadership, wherein my team members get chance to prove their merit. I am not a micro-manager though I pay attention to details.

I choose to delegate the responsibilities to my team, and give them strategic guidance, mentorship and learning curve. This for me ensures that my team grows along with me in every project.

May-June ’18

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