Nov-Dec ’19
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Editorial
Hotel Business Review
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
Publisher cum Editor Rajneesh Sharma rajneeshhammer@gmail.com Resident Editor Sharmila Chand (Delhi) Ashok Malkani (Mumbai)
H
otel Industry is always evolving and ever changing with the need of an hour. New and progressive concepts have emerged in the market
with time, leading to the evolution and growth of new trends in the hotel industry. It is a direct customer based industry whose main focus is towards the customer’s satisfaction and customer retention so as to earn their long term loyalty towards their brand. A hotelier has to constantly keep his pulse on the emerging new trends
Layout & Design Hari Kumar V Abhishek Singh Rathore Production Assistant Jyoti Gupta Advertising Sales Delhi: Debabrata Nath, Sumesh Sharma Director Sales Sanjay Anand Mobile: +91 9811136837
has not only to increase the number of guests but also to improve their
Director Operations Rajat Taneja Mobile: +91 9810315463
experience in order to make them visit the place again. Cover Story tries
Editorial & Advertising Offices:
to gauge the trends that are likely in hotels in the future and how they
Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903
to avoid disappointing guests and falling behind competitors. The hotel
are preparing for these changes. Wedding halls have now become passé. Today, fairy tale settings for making the most memorable moment in the life, one of the most unforgettable and impressive one, is the in thing. Business Story takes a look at the opportunities it offers to the hospitality industry and its future. Room Service has seen a sea change. There has been resurgence in room service as hotels are resorting to various trendy and innovative ways to serve their guests in the comfort of their rooms. The feature story discusses the new trends and essential tips to generate revenue from Room Service. The continuous story in management section further elaborates the traits that make for a noteworthy hotel PRO. While jobs in most departments of the hotel are often well appreciated, the job of the housekeeping staff often goes unnoticed. The housekeeping section elaborates on the importance of the housekeeping staff and how important they are for the smooth operations of the property. Also enjoying reading latest news, events, reports on what’s happening in the industry. Wishing all readers a very Happy & Prosperous 2020.
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Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 E-mail: info@hammer.co.in © 2019 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed, edited, owned and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Print Creations, C-112/3, Naraina Industrial Area, Phase-1, New Delhi. Editorial Policy: Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor. Disclaimer: The editor and publisher believes that all information contained in this publication are correct at the time of publishing. Content published not necessarily are the opinion or view of the editor and publisher. Editor and publisher declines any responsibility for any action taken based on the information contained in this publication, including liability for error or omission. Annual subscription rate within India is Rs. 600 and for overseas it is US $110, for surface mail. Single issue is available for Rs. 100 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
Cover Story
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Trends for Futuristic Hotels
Departments News 04
Business 30
Report 18
Destination Weddings
Event 20
F&B
36
Appointment 22 Housekeeping 52
Top Hotel Room Service Trends in 2020
Product Preview
MANAGEMENT
54
42
A Quick Checklist for a Communications Champion in Hotels
property 46 In The Lap of Magical Island! Mercure Goa Devaaya Retreat
SPA 48 Relax and Unwind at Spazzo
Cover Pic: Aurika, Udaipur
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Sarovar Hotels Launches 6th Hotel in Mumbai
Pride Kadamb Kunj Resort Opens at Bharatpur, Rajasthan
S a rova r H ote l s & Res o rts has launched its sixth hotel in Mumbai — Royal Hometel Suites. In the heart of Dahisar, the hotel is on the western express highway. The hotel features 112 well-appointed guest rooms and suites. “The opening of Royal Hometel Suites strengthens our position in the Mumbai market in line with the brand’s growth strategy. The launch follows the growing trend of business and leisure hotels along with the brand’s quality assurance and ‘Signature Sarovar Hospitality’,” said Anil Madhok, Executive Chairman, Sarovar Hotels & Resorts. “Our new property is appropriate for both business and leisure travellers considering the location of the hotel,” Madhok said. Royal Hometel Suites features two banquet halls to host special occasions, corporate parties, conferences, wedding and social gathering, that can accommodate up to 550 guests.
Pride Group of Hotels has launched ‘Pride Kadamb Kunj Resort’ at Bharatpur, its second property in Rajasthan. Prominently located on NH-11 Fatehpur Sikri Road, Bharatpur, this upscale ethnic resort is spread across three acres of land. “Rajasthan with its vibrant culture enjoys pre-eminence in attracting large sections of leisure tourists from across the world. We are delighted to open our second resort in Rajasthan at Bharatpur to tap the growing potential in this region,” said S.P. Jain, Managing Director, Pride Hotels Limited. Pride Kadamb Kunj Resort offers 42 well-appointed rooms and 2 suites. The resort facilities include swimming pool, travel desk, laundry services, library cum TV lounge, pool table room, banquet hall and indoor activities room for kids.
Lemon Tree Hotels Enters Udaipur with Aurika Brand Lemon Tree Hotels Ltd. recently marked its entry into Udaipur, with its new upscale hotel – Aurika, Udaipur. The opening of this hotel marks the launch of the first hotel under the new brand, Aurika Hotels & Resorts. This is the fifth hotel of the company in the state of Rajasthan, with hotels already present in Jaipur, Alwar and Bhiwadi. Aurika, Udaipur is spread across five acres of undulating hilltop. The strategic location of the hotel places it in close proximity to major sightseeing d e s t i n a t i o n s i n t h e c i t y, including City Palace, Jagmandir, Saheliyon ki Bari, Bagore ki Haveli, Jagdish Temple and the Vintage Car Museum, among others. The beautiful Sajjangarh Monsoon Palace is visible from the rooms and public areas, and is a short drive from the hotel. Apart from 139 aesthetically designed rooms, the hotel features Mirasa – the all-day dining restaurant, Ariva – the bar, and extensive banquet facilities including the ballroom and adjacent courtyard, the boardroom and multiple outdoor terraces. Recreational facilities include Araya – the spa, the fitness centre, the outdoor swimming pool, The Library and the Rumpus Room.
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DoubleTree Suites by Hilton Bangalore Opens ‘Spot360’ Bar DoubleTree Suites by Hilton Bangalore has launched a poolside bar called “Spot360”, designed to cater to people looking to escape the maddening crowd and wanting to experience good food. The rooftop destination is designed to accommodate the hunger pangs of corporate guests, co u p l e s o n d at e s , f r i e n d s l o o k i n g to unwind after work and families looking to chill over brunch on the weekend. The menu includes hearty all-day new age breakfast options such as Eggs Benedict Raj style to bowls such as beef keema ghotala shepherds pie to grilled kulcha waffle options to popcorn bar serving flavours such as cajun masala popcorn, popcorn with wasabi dust to a wide range of desserts made with the DoubleTree Signature cookie such as the masala chai creme bonbons, the broken cookie sundae and much much more. The signature dish at the bar is khad.
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Hotel Business Review
‘Taj West End, Bengaluru Most Iconic Hotel of the Year’ BBC Good Food Awards honoured the Taj West End, Bengaluru as the “Most Iconic Hotel of the Year” and the Karavalli at The Gateway Hotel, Bengaluru was awarded the “Iconic Restaurant of the Year”. “ We a re h u m b l e d b y t h e recognition. It is an absolute honour and a true testament to the efforts and dedication of the team over the years, which make Taj West End, Bengaluru an icon in the industry,” said Somnath Mukherjee, Area Director, Karnataka & General Manager, Taj West End, Bengaluru said. “Bengaluru’s beloved Karavalli, the coastal dining destination has been delighting the food enthusiast with the flavours of the region for three decades. It is with much pride and joy that we accept these awards,” Mukherjee added. With an illustrious history of 130 years, Taj West End, Bengaluru is a prominent landmark in the centre of the city. Nestled amidst 20 acres of flora and defined by its colonial charm, the hotel is a lush sanctuary and offers some of the best culinary experiences in Bengaluru. With its inception in 2002 The Food Food Awards successfully brings the hospitality and F&B industry with the finest of industry leaders and celebrities under one roof.
IHG Signs Holiday Inn Resort Corbett Ramnagar InterContinental Hotels Group (IHG) has signed a management agreement with Jindal Holidays Private Limited for a new Holiday Inn Resort in Corbett, Ramnagar. The hotel will feature 100 keys and is expected to be operational by the first quarter of 2023. The development marks the debut of Holiday Inn Resort brand in the oldest national park in India, which attracts significant number of visitors, annually. “We see this as a great opportunity to offer a world-class, quality accommodation option to the travellers, with the launch of our first resort under the Holiday Inn brand family in Corbett,” Sudeep Jain, Vice President, Development, South West Asia, IHG said: As a premier destination in north India for wildlife experiences, Corbett National Park is estimated to have one of the highest tiger population in the country, making it a popular tourist destination during the holidays and other peak seasons. The hotel will also feature a business centre, boardrooms and an outdoor lawn with a capacity to accommodate around 500 guests.
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Sarovar Hotels and Resorts Expands Footprint in Bengaluru Sarovar Hotels and Resorts has expanded its footprint with the launch of Shravanthi Sarovar Portico in South Bengaluru. This is Sarovar’s sixth hotel in the city after Davanam Sarovar Portico Suites, La Marvella Sarovar Premiere, Radha Hometel, Radisson Blu and RBD Sarovar Portico. “We are happy to associate with Shravanthi G ro u p fo r o u r new property in South Bangaluru. We found great synergies with the group and are excited about our association. With an apt location and serene atmosphere, our new property will be a home away from home for both business and leisure travelers,” said Ajay Bakaya, Managing Director, Sarovar Hotels & Resorts. Shravanthi Sarovar Portico is a midscale hotel located in JP Nagar, one of Bangalore’s oldest planned suburbs. The hotel offers easy access to the Central Business District and electronic city and is in close proximity to major tech parks and entertainment hubs. It offers 80 newly renovated guest rooms, an all-day dining restaurant, club bar, fitness center and conferencing facilities. The redecorated lobby is spacious and comprises of a coffee lounge, just the perfect setting for relaxation or business networking.
Red Fox Debuts in Vijayawada Lemon Tree Hotels Ltd. marked its entry into Vijayawada with the launch of the 101-room hotel – Red Fox Hotel, Vijayawada – in November. Set on the banks of the Krishna River in the city of Vijayawada, it is just 1.5 kms from the railway station. The hotel is a short distance away from the Jawaharlal Nehru Auto Nagar Industrial Estate, which houses some of the biggest automobile, pharmaceutical and agricultural companies such as Ashok Ley l a n d Au to m ot i ve Manufacturers, Yokohama India, IMIS, Darwin and Lupin Agro. R e d Fo x H o t e l , Vijayawada, welcomes y o u w i t h i t s f re s h i nte r i o rs as we l l as crisp and clean rooms, and delights you with its unbeatable value. Here friendly smiles and a lively environment go hand in hand with professional service. A hotel that is young at heart, with ‘close to home’ environment, Red Fox lets you be yourself. The hotel offers a mix of 101 smart rooms and a multi-cuisine coffee shop – Clever Fox Café. The hotel also has a banquet hall and a boardroom for guests business needs. You can also enjoy an invigorating workout at the fitness centre.
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First Hyatt in Himachal Pradesh Hyatt Hotels Corporation announced in November the opening of its first mountain resort property in India, Hyatt Regency Dharamshala Resort, in the scenic Kangra district of Himachal Pradesh. The hotel’s opening marks an important step for the growth of the Hyatt Regency brand in India, joining 11 other Hyatt Regency properties in the country. “We are thrilled to announce the opening of our first Hyatt Regency branded hotel in the majestic state of Himachal Pradesh,” said Sunjae Sharma, Vice President India Operations, Hyatt. “The resort is inspired by the hill station’s unique heritage and culture, and designed to offer a comprehensive range of premium experiences while ensuring guests feel connected to nature. With the popular tourist destination of Dharamshala attracting an increasing number of domestic and international travelers, we are confident the Hyatt Regency brand is the perfect fit to cater to them, providing personalised care and hospitality,” Sharma said. Spread across 6.5 acres, Hyatt Regency Dharamshala Resort, managed by Shanti Hospitality Management Services is situated near the scenic Dhauladhar mountain range. Hyatt Regency Dharamshala Resort has 80 contemporary guestrooms, including ten Regency Club guestrooms and three suites. The resort also features four deluxe villas, ranging from one to five bedroom properties. Spanning over 2,000 square feet of elegant event space, Hyatt Regency Dharamshala Resort has separate spaces for conferences, weddings, intimate dinners and gatherings. The hotel also offers a host of rejuvenating experiences, including yoga sessions conducted by expert instructors and monks, meditation in a Buddhist temple, guided photography walks and tours to local attractions.
Le Méridien Now in Hyderabad Parisian-born brand, Le Méridien Hotels & Resorts announced in November its debut in the city of Hyderabad, the capital of Telangana. Located in Gachibowli, a leading corporate hub, Le Meridien Hyderabad’s design draws inspiration from the city’s rich heritage of craftsmanship and culture, blending minimalistic style with timeless chic elements. “The entry of this legendary brand will provide an even greater diversity of hotel choice for Hyderabad’s growing commercial and leisure markets. The city is a perfect match for a Le Méridien brand debut as we invite and entice the creative-minded traveller to savour the good life, and unlock the destination through the hotel’s midcentury modern design, refined cultural & culinary experiences, and easy access to the rich local culture of the city,” said Neeraj Govil, Senior Vice President- South Asia Marriott International. The hotel features 241 rooms, spa, a rooftop pool and a fully equipped 24-hour fitness centre, among other facilities. Le Méridien Hyderabad offers 12,300 square feet of conference and meeting space including a pillar-less grand ballroom of 6,400 square feet. Naturally lit meeting spaces with flexible seating options allows for both elaborate and intimate setups to host meets, weddings and social gatherings.
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Zone by The Park Signs Lemon Tree Acquires Berggruen Hotels in Gopalpur, Odisha Apeejay Surrendra Park Hotels Ltd’s upscale social-catalyst brand, Zone by The Park has signed a pact with Specadi Resorts Pvt. Ltd. to set up its new hotel – Zone by The Park Gopalpur in Odisha. Located on the Bay of Bengal coast in Ganjam district in the southern part of Odisha, this commercial port is popular for its beaches and sumptuous sea food. The Bhubaneswar airport is about 190 km away from from Gopalpur, while the nearest railway station in Berhampur is 15 km away. The first Zone by The Park in Odisha will have 40 aesthetically designed Zone rooms. To cater to the growing demand from MICE industry, the hotel has designed contemporary indoor and outdoor banquets for hosting business and social events. “We have been exploring opportunities to expand our brand across all parts of the country and strengthen our leadership in eastern India. By entering Odisha, we want to deliver our innate ‘social by design’ experience to price and design conscious travellers,” said Vikas Ahluwalia, General Manager and National Head, Zone by The Park Hotels. Zone by The Park, Gopalpur is slated to open by mid-2020.
Lemon Tree Hotels Ltd. acquired Berggruen Hotels and the brand ‘Keys Hotels’ in November, taking its total inventory to about 7,800 rooms in 77 hotels across 45 destinations, making it India’s largest hotel chain in the mid-priced hotel sector. Keys Hotels are present in 16 cities including Aurangabad, Bengaluru, Calicut, Chennai, Goa, Gurugram, Kochi, Kolhapur, Ludhiana, Mahabaleshwar, Manali, Mumbai, Pune, Port Blair, Trivandrum and Vishakapatnam. Of these, Lemon Tree already has a presence in 7 destinations and these Keys Hotels add to the depth of coverage in those cities. “We are pleased about this acquisition and the geographic spread that the Keys Hotels portfolio brings with it. We will now instantly enter 9 new destinations and simultaneously consolidate inventory in 7 of our current destinations,” said Patanjali Keswani, Chairman and Managing Director, Lemon Tree Hotels Ltd. “Going forward, we will add value to the top line of these hotels both in terms of higher yield and greater occupancies. As a pan India mid-market player, Lemon Tree Hotels are now available across 45 cities and can offer its customers multiple options in key cities. This will help us build loyalty with our guests as well as allow us to offer a wider range of brand options to hotel owners in our managed hotels portfolio, in future,” Keswani said.
Ritz-Carlton Debuts in Pune The Ritz-Carlton Hotel Company recently opened its second hotel in India. The new hotel, The Ritz-Carlton, Pune is situated in the heart of the city’s downtown, near Poona Club Golf Course. “We are extremely pleased to debut The Ritz-Carlton Pune in this city. This will be our second ‘Ritz-Carlton’ branded opening in the country after Bengaluru” said Neeraj Govil, Senior Vice President, South Asia at Marriott International. This hotel promises to epitomise luxury for affluent travellers and international tourists seeking enriching experiences. The hotel features 198 elegantly appointed guestrooms, including 35 plush suites. It offers a Presidential Suite that is spread across 3,154 sq. ft and includes two bedrooms, a walk-in closet, a spacious living room and dining area, private bar and in-suite treatment room. Guests staying on the Club Level floors will enjoy access to a signature Ritz-Carlton Club Lounge, an urban sanctuary on the 18th floor that features picturesque views of the golf course, private check-in, a dedicated Club Concierge, and a variety of culinary presentations throughout the day. The Ritz-Carlton, Pune offers five signature dining experiences. Gourmet world cuisine at Three Kitchens and Bar welcomes guests by offering three residential-style kitchens. The modern Japanese restaurant Ukiyo features a long sushi counter and robata grill complemented by an expansive selection of sake while The RitzCarlton Tea Lounge brings the time-honored custom of afternoon tea to the city. Vida Bar & Grill is a craft cocktail destination and Aasma, a rooftop lounge serving Indian cuisine, captivates with 180-degree views of the golf course and inventive adaptations from the royal kitchens of India.
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SOTC Travel Introduces Indian, Fusion Culinary Delights With an increasing number of travellers interested in unique experiences with a feel of the local flavour, culture or experience, SOTC Travel, has reinvented the F&B experience for travellers across its product portfolio in association with an award winning food connoisseur to exclusively curate handpicked menus across all of its business verticals and bespoke tours. The food menus across the business verticals – MICE (Meetings, Incentives, Conferences and Events), FITs (Free Independent Travellers), Group Tours and more will offer a combination of the home-style menus with simple recipes and the local cuisine. “We are positive that the food enhancements will transform the F&B experience for our customers, bringing a healthy mix of local and Indian food, across diverse preferences, via delectable cuisines. This will go a long way to ensuring a satisfying holiday experience for our travellers,” Daniel D’Souza, President and Country Head Leisure at SOTC Travel. The initiative is in response to the insights gained from the SOTC India Holiday Report 2019, which revealed that across age groups – 25 years and above – food was a critical factor in determining the success and cognisance of their holidays and is especially top of mind when going on a holiday. The report revealed that majority of Indians are foodies with 75 per cent seeking a combination of Indian and Local Cuisine while vacationing.
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Thomas Cook India Acquires Brand Use Rights in 3 Countries Travel services company Thomas Cook (India) Ltd. announced in December it signed an agreement with AlixPartners, Thomas Cook UK’s appointed Special Managers, to acquire the rights to the Thomas Cook brand in India, Sri Lanka and Mauritius for a
one-time payment of approximately Rs 13.9 crore. TCIL was previously contracted to pay an annual brand licence fee of Rs 2 crore to TCUK until 2024 for usage of the brand. Thomas Cook (India) Limited has operated the Thomas Cook brand name uninterrupted in India since 1881. In 2012 when TCIL was acquired by Fairfax Financial Holdings of Canada, TCIL had entered into a Brand Licence Agreement with Thomas Cook Group UK for exclusive use of the brand name until 2024 across India, Sri Lanka and Mauritius. The brand license agreement also gave TCIL the right of first refusal to acquire the brand in the event of the Thomas Cook UK Group going into liquidation before 2024. “I am delighted that we have been able to sign an agreement to acquire the rights to the iconic Thomas Cook brand across India, Mauritius & Sri Lanka. The brand is one of the most respected names in the travel services space and one that we at Thomas Cook India have operated uninterrupted for 138 years since 1881,” said Madhavan Menon, Chairman & Managing Director, Thomas Cook (India) Ltd. “Our teams now look forward to continue to build on the glorious heritage of Thomas Cook across India, Sri Lanka and Mauritius - to grow sustainable value for all our stakeholders in the years ahead,” Menon said. In addition to Thomas Cook, the Thomas Cook India Group operates leading B2C and B2B travel brands including SOTC, TCI, SITA, Asian Trails, Allied T Pro (ATP), Australian Tours Management (ATM), Desert Adventures, Luxe Asia, Kuoni Hong Kong, TC Travel, Private Safaris East & South Africa, Sterling Holidays and Digiphoto Entertainment Imaging (DEI), with strategic investments in Ithaka by Travel Junkie Solutions.
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1st Anniversary of RiiSE Initiative by Accor Group Novotel Hotels & Resorts Goa celebrated the spirit of diversity on the occasion of the 1st anniversary of the RiiSE initiative by Accor Group. In October 2018, the Accor Group gave a fresh impetus to its international network promoting diversity, which already has more than 14,000 members globally, with the launch of ‘RiiSE’. The global program features a double “ii” symbolizing the men and women who are committed to the values of sharing knowledge, of solidarity and of combating stereotypes. The ‘RiiSE’ network is active across five continents via the mobilization of strong regional communities. In addition to gender equality, it aims to encourage the emergence of mixed teams in terms of generations and cultures. Continuing their efforts to promote cultural diversity and gender equality under the ‘RiiSE’ initiative, the hotel organized an interactive session by renowned dermatologist Dr. Diksha Phadte, on hair and skincare for all the female employees of the hotel. Over 44 employees from Novotel Goa Candolim and Novotel Goa Resort & Spa attended the workshop and participated in a delightful hi-tea thereafter. Novotel Hotels & Resorts Goa said it strongly believes in creating an inclusive workplace that is immensely supportive and appreciative of all its employees.
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Elanpro Celebrates 10th Anniversary Elanpro celebrated in November its 10th anniversary as a leading provider of innovative, customer centric commercial refrigeration solutions. In 2009, Ranjan Jain, Sanjay Jain and Shashank Goel set out with a vision to provide excellence in after sales service apart from providing state-of-art refrigeration products used in HoReCa hotel/restaurant/cafe), reta i l , d a i ry a n d i ce c re a m i n d u s t r y a n d pharma sector. “We are very proud to ce l e b rate t h i s milestone that we love to summarize with the claim ‘10 years of customer centric service’. In the last ten years we have been boosting our products knowledge and transforming our company, and now we are very excited to see what our future has to offer,” said Sanjay Jain, Director, Elanpro. Over the course of 10 years, Elanpro has evolved from a small niche to a technology enabler in refrigeration sector. The company has built a tradition of excellence in providing its customers with innovative refrigeration products. Today, the brand has expanded its global presence to Nepal, Bhutan and Sri Lanka. Elanpro has expanded its national reach with the help of over 310 dealers and 68 employees. The company kicked off its 10th anniversary celebration with the dealers meet in Delhi.
AxisRooms Wins World Travel Award Hotel technology company AxisRooms has won the World Travel Awards 2019 for “Asia’s Leading Hotel Booking Solutions Provider”. The company said it was awarded with this prize in recognition of its top-rating in the booking segment. AxisRooms provides products for the hospitality industry in one suite from Channel Manager, Booking Engine, Central Reservation System, Rate Shopper, Revenue Management System, Vacation Rental. “We are the only Indian hotel technology company which has been continuously working with a commitment to increase bandwidth & provide hotel booking solutions in Asia. World Travel Awards has helped us in increasing the visibility of our internal feedback processes which has made it easier for hoteliers to learn about our services. We are able to ensure seamless communication between our hotel partners and their guests,” said Anil Kumar Prasanna, CEO for AxisRooms. World Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all sectors of the tourism industry.
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ibis Focuses on Music, Food, Personalised Offerings On 15th November, ibis New Delhi Aerocity grooved to the music of Hari and Sukhmani as part of the ibis music campaign in association with Sony Music. The finale event marked the conclusion of eight ibis music tour gigs that took place across India that gave new and upcoming artists a platform to showcase their talent. This initiative is one of the many elements of the larger brand transformation that has taken place over the past two years in India by Accor. The ibis brand has been reinventing its offerings globally and in India, this included the food & beverage offerings to enhance customer experience in a bid to create a greater emotional connection with its guests. The brand started the transformation with the launch of ibism in 2018 across its hotels in India. A cultural movement that was inspired from the evolving needs of guests and employees, ibism was the first step in overhauling the brand by bringing a new heightened level of unique and personalised experiences for guests. The movement included various quirky and personalised elements such as trendy and chic uniforms for its employees and changes in food & beverage offerings. Earlier this year, ibis Music was launched with the aim to make ibis properties vibrant social hubs for increased interaction with the local community, from music hour to ibis music programme in partnership with Sony Music.
AAI Launches Airport Kitchen in Chennai Airports Authority of India (AAI) recently launched a first-of-its-kind airport kitchen equipped with state-of-the-art-facilities at the Chennai International Airport. This mammoth kitchen is equipped with the latest applications, high-end equipment, and cutting-edge technology. Spread across approximately 15000 sq. ft., it will be operated and managed by Travel Food Services (TFS). The modern and expansive kitchen houses 13 cold storage facilities, with the total capacity of over 20,000 liters, food automation machines for frying, grilling, and roasting. Furthermore, it is equipped with appliances that include cooking centres to conduct various cooking jobs such as stewing, braising, deep-frying and boiling, along with blast-chillers to get the temperature of hot food from over 75 degrees to below five degrees within two hours. “We are extremely delighted to launch one of the India’s largest first-of its-kind airport kitchens at the Chennai international airport. AAI is committed to bring the world class technology and innovation. The kitchen is testimony of this advancement,” Arvind Singh, Chairman, Airports Authority of India, said in a statement.
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GVK lounge Wins ‘World’s Best Lounge’ T h e G V K Lo u n g e a t t h e Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai, operated by Travel Food Services (TFS), has been awarded the World’s Best First Class Lounge, at the annual World Travel Awards 2019. The grand finale ceremony for the 26th edition of the World Travel Awards was held on November 28 at the Royal Opera House Muscat, Oman and witnessed some of the most well-known brands from the sector being recognised and awarded for exemplary service. “It brings great joy and honour to all of us at Travel Food Services to have once again successfully represented the Indian travel sector at a distinguished global platform like the esteemed World Travel Awards 2019. Such accolades continue to motivate us to strive further to create enriched and unique travel experiences for travelers,” said Gaurav Dewan, COO & Business Head, Travel Food Services. “The GVK Lounge is a prime example of our constant drive in bringing innovative concepts within the market parameters and we cherish such recognition at an International stage,” Dewan added.
‘Sterling D&E Impressions’ Aims to Enable Guests to Holiday Differently Sterling Holiday Resorts Limited, India’s leading experiential holiday brand, launched Sterling Discoveries & Experiences Impressions (D&E Impressions) at Sterling Fern Hill, Ooty on the November 18. Over the last two years, Sterling has been delivering Sterling Discoveries & Experiences (Sterling D&E) a customer-obsessed approach to provide the customer with memorable and unique experiences on each holiday, both within the resort and in the destination. These Discoveries & Experiences highlight the local arts, culture, heritage, cuisine, flora and fauna, making every holiday memorable. And now, with Sterling Discoveries & Experiences Impressions, Sterling has made an effort to represent Ooty and the local region within the resort, through a collection of unique custom-made installations and artefacts, inspired by the rich and diverse culture of Ooty, intertwined with the picturesque offerings of the destination and the special characteristics that make Ooty the “queen of the Nilgiris.” Sterling D&E Impressions is a collaborative co-creation by Sterling and “National Institute of Fashion Technology” (NIFT) in Chennai. Using local artisans and sculptors and inspired by the tribes and the quintessential flora and fauna of Ooty, these installations have been recreated with intricate detail. These have been expressed on multi-media formats: wood, stone, metal, POP and designed to excite all the five senses.
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No.1, Chotey Lal Park, Main Najafgarh Road, Opp. Kirti Nagar, New Delhi-110015 Tel. : +91-11-25442200, 25412250, Mobile : +91-9811114668 E-mail : mehtafur@gmail.com Nov-Dec ’19 17 • Practical designs • Protective sleeves to reduce scratching • Superb Quality • Option of Pneumatic wheels for transit vibration reduction
Complete Kitchen Solution L.P.G./P.N.G. Pipe Line Installations Kitchen Ventilation System’s, Exhaust Hood, Scrubbers, Air Washer & Ducting Work(HVAC) etc. LPG/PNG Leakage Detection Systems
Report
ibis Jaipur Civil Lines Brings New Zeal to the Pink City The hotel has been refurbished to give a new look and feel which fits in well with the Rajasthani art and architecture
Gas Leakage Detector
● Kitchen exhaust system including designing of air ducting, size of exhaust hood, size of ventilation blower and CFM. ● Kitchen fresh air system including designing of duct size and CFM of air washer system. ● LP Gas System including Gas Bank
R.R. Sales Corporation
Office: A-437, G.F., Bunkar Colony, Ashok Vihar, Phase-4, Delhi- 110052 Regd. Address: A-133 S.F, A-Block, Ashok Vihar, Phase-II, Delhi-110052 Ph.: 011-27303251, Mobile: 9310336756 Nov-Dec ’19 18 tarun.rrsalescorporation@gmail.com E-mail: Website: www.rrsalescorporation.com
ibis properties strive to reflect the culture of every city it is established in through design, food and hospitality. Located in close proximity to the Jaipur railway station and Civil Lines metro station, ibis Jaipur Civil Lines has been revamped to feature a vibrant and colourful lobby with traditional Pichwai artwork that connects to the ethic charm of the Pink City. The lobby also showcases a visual abstract of the Jaipur city designed b y re n o w n e d a rc h i t e c t V i d y a d h a r Bhattacharya in 1727. Guests can use it as a map or even innovate and play a map game with their friends. For avid readers, there is also a cosy corner with an interesting collection of books from different genres and a web corner with high speed WI-FI to meet your quick business and travel needs. “Jaipur has become one of India’s key markets for leisure, destination weddings and is an emerging commercial hub. With our commitment to deliver best-inclass services, we decided to refurbish our ibis property,” said Shwetank Singh, Vice President of Development & Asset Management, InterGlobe Hotels. InterGlobe Hotels Pvt. Ltd. (IGH) is a j o i nt ve nt u re b etwe e n I nte r G l o b e Enterprises and Accor Asia Pacific (AAPC), established in 2004, to develop a network of ‘ibis’ hotels across India, Nepal, Sri Lanka and Bangladesh. “ T h e c o m p l e t i o n of t h e p ro j e ct (renovation of ibis Jaipur Civil Lines) has far exceeded expectations of what we had envisioned which is in line with our ‘New Generation’ design and we are excited about the new look and feel of the hotel,”
Singh said. “The culinary offerings along with the vibrant and colourful public area bring about a great amount of energy to the place and it fits in well with the Rajasthani art and architecture. I would like to congratulate the operations team and our projects team whose tireless efforts resulted in the completion of the project within timelines and budget while the property was still operational,” he added. The hotel boasts of guest rooms, especially for the family travellers, 22 new premium rooms that feature three beds along with newly designed interiors with geo-contextual art. The guest lounge located on the seventh floor serves light snacks, tea, coffee along with other beverages. The multi cuisine restaurant Spice It offers both local and international delicacies like lal maas, gatta curry, papad paneer bhurji, signature ‘Spice It’ burgers and more. For an evening wind down, the lobby bar offers a selection of mocktails, cocktails and wines from different regions. You can bring your guitar and jam with friends or dance to the music being played in the hotel. You can be yourself at the ibis. “ibis hotels across the country give us ample opportunity to explore and innovate,” said Sylvain Laroche - Director of Operations for ibis & ibis Styles India. “Our ibis values and its various initiatives have helped us successfully establish an augmented hospitality as part of our customer journey. With the support of our partners InterGlobe Hotels, ibis has become one of the most sought-after hospitality brands in India.”
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Benita Sharma
Vijay Bajpai
Kulbhushan Dhawan
Vijay Wanchoo
‘EXPERIUM’
A new initiative by HOTREMAI
F Vishal Singh
Anirban Sarkar
Chandra Kant Dubey
Ashish Shome
Amitabh Sanduja
Dhiren Johar
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Nov-Dec ’19
Vikas Parimoo
Vikas Abrol
uture of the hotel industry depends on upcoming trends, based on changing needs of guests, thus defines the path to success through innovation. Most hotels often detail how quickly advancements are progressing and what new technology might take over, or how people are adapting the way they travel. In the next 10 years much will change in hotel marketing and hotel technology, but the core values of the hospitality industry will remain the same. Normally industry trends tend to stay the same, it’s just the way hotels capitalise on new verticals guests create, will be different. Recently HOTREMAI (The Hotel & Restaurant Equipment Manufacturers Association of India), a leading body of the manufacturers and suppliers to the hotel industry had an interaction with General Managers of leading hotels, to understand how trends will define the success of a hotel in the future. The interaction was part of the series – EXPERIUM - an intimate knowledge-sharing sessions between decision makers in Hospitality / F&B industry and HOTREMAI members. The session was moderated by Anil Malhotra, President HOTREMAI in the presence of members and industry experts. The event witnessed Q&A session between experts & members followed by cocktail & dinner. The event was hosted at Hotel The Imperial, New Delhi. There were more than 120 participants, along with media, in the inaugural session of the EXPERIUM. The visiting members of the hospitality included Benita Sharma, Area Manager North – Luxury Hotels & General Manager, ITC Maurya, Delhi, Vijay Wanchoo, Sr. Executive President & General Manager, The Imperial, New Delhi, Vishal Singh, General Manager, Hyatt Regency, Gurugram, Chandra Kant Dubey, General Manager, Vibe Hotels, Faridabad, Dhiren Johar, General Manager, Ramada Gandhidham Shinay, Vikas Parimoo, General Manager, Ambassador Delhi, Ankit Bhasin, Executive Director, Radisson Gurugram, Udyog Vihar, Vijay Bajpai, VP-Operations, Best Western Hotels & Resorts, Kulbhushan Dhawan, General Manager, Fraser Suites, Delhi, Ashish Shome, General Manager, Hyatt Place, Gurugram, Vikas Abrol, General Manager, The Ashtan Sarovar Portico, New Delhi, Amit Kumar Singh, Sr. General Manager, The Muse Sarovar Portico, Vijay Kumar, Chief Engineer, Tauras Sarovar Portico, New Delhi, Anirban Sarkar, General Manager, Radisson Blue, Greater Noida, Amitabh Sanduja, Golden Tulip, New Delhi. More millennials are travelling nowadays, and they are extremely tech-savvy.
Everyone on panel of General Managers expressed their view on how technology makes guest life easier, and hotel must respond. They talked about how mobile check-in and mobile keys are close to being perfected. Smart in-room technology help guests to be able to control everything via their smartphone including lights, temperature, TV, music, blinds, bed etc. They also talked about how guests are becoming more health-conscious, and wellness travel has seen an increase in recent years. Hotels are offering guests wellness to stay fit of body and mind while travelling. This includes changing hotel menu, upgrading amenities, renovating rooms to give guests the freedom of choice. With new verticals like single woman traveler is growing. Hotels are gearing up to offer facilities specially created for this market segment by providing special floors, increased security, personalised attention and special needs. Speaking on the same Benita Sharma, Area Manager North – Luxury Hotels & General Manager, ITC Maurya, Delhi explains how at ITC Maurya they have created special ‘Eva Floors’ to address this market segment needs. I n fo r m a t i o n & d a t a a re t h e k ey components to know the innovation in suppliers market. This helps hoteliers to adapt to new products which can help in upgrading the services to their guest. Dhiren Johar, General Manager, Ramada Gandhidham Shinay, stressed on the need of suppliers updating their information platforms and regularly appraises hotels on new products and innovations. What binds all trends is the combination of personalisation and data. The better you know hotel guests, the more precise your offering can be to make each customer happy. Hotels should strive for a personal connection with their guests. Hotel must have a personality that connects to both existing and prospective guests. Vijay Wanchoo, Sr. Executive President & General Manager, The Imperial, New Delhi, elaborated on the basic need of human interaction and how it should reflect what brand represents. Though technology does help in better interface with guest, but personalised services do enhance the confidence of the guest. Thus there has to be clear balance between technology and human aspect. HOTREMAI is planning to have similar sessions with other HOD’s from the hospitality industry in the near future. This unique platform will help in bridging the gap between Buyers & Sellers in the hospitality industry.
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Appo intments
Hotel Business Review
Sudeep Jain InterContinental Hotels Group (IHG) has appointed Sudeep Jain as Managing Director, South West Asia (SWA) with effect from January 1, 2020. Jain is currently serving as VP Development, South West Asia. In his new role, Jain will take on a broader leadership agenda to drive IHG’s business in the region, covering both development and operations responsibilities across the existing portfolio of 39 hotels.
Amit Sidana Pride Group of Hotels recently appointed Amit Sidana as Vice President, Sales & Marketing. A seasoned hospitality professional, Sidana has over 19 years of experience in sales & marketing. Prior to joining, Sidana worked as National Head (Sales, Marketing & Revenue Distribution) with Orchid Group of Hotels. In his earlier tenures, he was associated with Accor Group and Intercontinental Group. He had worked in other industries like software sales & insurance sales too.
Mohammad Ali Accor has appointed Mohammad Ali as Area Director of Global Sales – West India. In his new role Ali will be based in Mumbai and provide leadership and strategic direction to the global sales team. He began his ongoing career at Accor in 2010 as the Director of Sales – MICE and later got promoted as Area Director of Global Sales – North India. Prior to joining Accor, Ali worked with renowned hospitality brands such as the Taj Hotels, Kohinoor Group and Starwood Hotels.
Sunil Sikka Signum Hotels & Resorts has appointed Sunil Sikka as the strategic advisor for the brand. Sikka, who brings to the new role close to four decades of experience, will be responsible for brand expansion in India and international markets. S i k ka h as g a i n e d exte n s i ve knowledge at the prominent hotels in India. He was at Front Office of ITC Maurya, New Delhi after which he moved to various positions. Sikka also worked as the Head of Marketing and Business Development for the Welcom Heritage brand.
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Kerrie Hannaford Accor has appointed Kerrie Hannaford as Vice President Commercial for Accor India & South Asia. An industry Sales and Marketing veteran, Hannaford has been part of the Accor family for the past 15 years. After holding responsible positions at IHG and Starwood Hotels in Australia, she joined Accor in 2005. In 2007, she was appointed to Head Sales, Distribution & Revenue Management for Australia and then moved to New York City as the Vice President of Global Sales for North America.
Manoj Jangid Manoj Jangid is the new Director of Food and Beverage at The JW Marriott Mumbai Sahar. Jangid comes with an experience of over 15 years within the core area of the food and beverage industry. H e a l s o s p e c i a l i zes i n a re as of event management, menu planning, estimation and budgeting, food and beverage quality. Jangid’s professional career started with Grand Hyatt. He then moved on to Sofitel where he spent about nine years.
Harshvardhan Dengwekar N ovot e l H yd e ra b a d A i r p o rt h a s appointed Harshvardhan Dengwekar as Director Of Digital, Marketing and Communications. Dengwekar in his present role will be spearheading the strategy and execution of 360-degree marketing activities on all traditional a n d n e w i n n o v a t i v e p l a t fo r m s . Dengwekar comes with experience of over 10 years in the hospitality industry at AccorHotels with Novotel Ahmedabad and with brands like The Leela and Hyatt Hotels.
Sapnil Kalkar Sapnil Kalkar has been appointed as the General Manager of Howard Johnson by Wyndham Bengaluru Hebbal. Post joining, Kalkar has put together a new management team that includes many industry veterans. Kalkar comes with over 25 years of rich industry experience in the hospitality sector. “My aim to join the property is to establish Howard Johnson as a one stop destination for business and leisure travelers’ alike and in ensure high levels of customer satisfaction among all guests,” Kalkar said.
Ap p oi n tm en t s
Hotel Business Review
Vimal Verma JW Marriott Pune recently appointed Vimal Verma as the hotel’s Director of Operations. In his new role, Verma will be in-charge of ensuring smooth functioning of the hotel. Verma joins the team with close to 15 years of experience in the hospitality industry. He worked as the Director of Operations at Andaz Delhi, Director of Food & Beverage at Andaz Delhi, Hyatt Pune, Park Hyatt Chennai, Conference and Banqueting Manager at Hyatt Regency Delhi.
Jameson Solomon Swissotel Kolkata has appointed Jameson Solomon as the new General Manager. A seasoned professional, Solomon has more than two decades of experience in hotel management, pre-opening, strategic planning, client relationship, training & development. Prior to joining Swissotel Kolkata, he was with Leela Palaces, Hotels and Resorts as Head of Operations. He also worked with the Sheraton Grand Bangalore at Brigade Gateway, Grand Hyatt Mumbai, Park Hyatt Dubai and Hyatt Regency Dubai.
Vijay Ramamoorthy Vijay Ramamoorthy has been appointed as Director of Marketing at Four Seasons Hotel Bengaluru. Ramamoorthy brings to the new role over 19 years of experience in hospitality sales from The Oberoi Group. In his current role, Ramamoorthy will be responsible for overseeing the dynamic sales & marketing team at the hotel as they position the second Four Seasons in the country as the top luxury destination in the Garden City.
Parag Sawhney Parag Sawhney has been appointed as the new General Manager at The Westin Hyderabad Mindspace. Bringing with him over 17 years of industry experience, Sawhney’s primary objecttive is to enhance the overall commercial performance of the hotel. He has developed his expertise through his tenure with leading global brands across the UK, the UAE and India. Prior to his current role, Sawhney was the Vice President, Hospitality, at MRG Group in Bengaluru.
Vikas Mittar Vikas Mittar has been appointed as the Director of Finance at Novotel & ibis Bengaluru Outer Ring Road. Mittar brings across a rich experience in the hospitality business of 15 years and overall experience in finance of over 19 years. Mittar previously held the role of Multi-Property Director of Finance with the Marriott International in Kerala as well as Director of Finance for hotels at Eros Group prior to that.
Amit Bhatia JW Marriott Jaipur Resort & Spa has appointed Amit Bhatia as Director of Food & Beverage. In his new roles, Bhatia will be responsible for managing the overall operations of the food and beverage department. He will spearheads the property’s culinary team. Bhatia brings to the new role over 11 years of experience across a spectrum of luxury, convention and resort portfolios.
Amit Sachdeva Amit Sachdeva is appointed as the General Manager of JW Marriott Jaipur, Resort & Spa. He has two decades of rich experience in luxury, upper-upscale, convention, business and economy hotel operations with expertise in operations, strategic planning and fiscal leadership. Sachdeva served as the Hotel Manager of the Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Mumbai, Marriott Executive Apartments, Oberoi Hotels, The Imperial, AccorHotels, Carlson Rezidor Hotels.
Rakesh Upadhyay Rakesh Upadhyay has been appointed as the General Manager at Le Meridien Hyderabad. He has over a decade of experience in the hospitality industry. Prior to joining Le Meridien Hyderabad as the General Manager, Upadhyay was serving as the General Manager at Courtyard by Marriott Bhopal, India. Upadhyay has been associated with some of the most reputed Indian and international hotel companies such as the Oberoi Hotels and Resorts, Starwood Hotels & Resorts and the ITC–Luxury Collection.
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Hotel Business Review
Cover Story
Trends for Futuristic Hotels The world is undergoing a major change on various fronts. Hospitality industry is also poised to feel the effect of this change. Since this industry is extremely competitive it is necessary for businesses operating within this industry to keep track of the changes taking place and also to be savvy about the futuristic changes and trends that are inevitable in the industry. Keeping pace with the changing needs of the guests is one way of ensuring the success of the property. It is believed that the future belongs to the millennials and the Gen Z. Thus being aware of their tastes and incorporating the same in the property will be the future trend in the hotels. Ashok Malkani tries to gauge the trends that are likely in hotels in the future and how they are preparing for these changes. 24
Nov-Dec ’19
Cover Story
Hotel Business Review
T
he only thing constant in the hospitality industry is change. One cannot talk about hospitality nowadays without talking about disruption. A hotelier has to constantly keep his pulse on the emerging new trends to avoid disappointing guests and falling behind competitors. The hotel has not only to increase the number of guests but also to improve their experience in order to make them visit the place again. A study conducted by Harris Poll and Eventbrite found that 78% of Millennials would prefer to spend their money on experiences rather than things. Domestic as well as international tourists are developing a tendency to mix business with leisure. According to reports 55% of millennials extend business trips for extra leisure time. So how does the industry intend to cope with the diverse range of clients and the desires of the millennials, who have been given the credit for inventing the word “bleisure”? Fino Babu, Executive Assistant Manager, Crowne Plaza Pune City Centre declares, “With the steady influx of international tourists being a mix of both business and leisure travelers, hotels need to cater to a diverse range of clients on a day to day basis. Hotels need to be sensitive to the preferences of international guests including international cuisine, amenities, and language options. Travelers are also very interested in experiencing the local cuisine, local food, regional cuisines as well as locally produced ingredients and vegetables. Millennials are now mixing their business trips with leisure time – this is allowing workers to save money and transform what can be an inconvenient trip away into a pleasurable stay. In order to cater to this group of travelers we offer a variety of experiences during the stay including – a poolside Sunday Brunch at Mosaic our all day dining, a party hot-spot at our ambient sky-lounge – Evviva and a delicious healthy meals at the all new Fast N’ Fresh restaurant. “At Crowne Plaza Pune City Centre, we focus on creating a unique experience for each of our guests. We offer a variety of spaces within the property for casual networking as well as interactive coworking spaces within the lobby lounge. The open-air poolside is another area which offers an open ambient patio space which can be utilised for food & beverage options. We are adding to the
stay experience by including fun activities during their stay. “Crowne Plaza Pune, located within proximity of local city attractions, malls and tourist hotspots, has also designed special weekend packages, which includes poolside brunch dining options, yoga and health club options, shuttle services to popular shopping areas. The areas in the hotel also offer vibrant co-working spaces for a more interactive experience. “International travelers also rely on review ratings for a more informed decision when booking their stays internationally. At Crowne Plaza Pune City Centre, we ensure that we are managing our online reputation for all reviews, as these really influence travelers.” Girish Krishnan, Hotel Manager, Four Points by Sheraton Mahabalipuram Resort & Convention Centre, says, “Hospitality has truly gone global and to cope with the demands of the industry we work with internationally recognised Hotel Management Institutes where we hire associates that have developed the required communication skills that come into use when interacting with our international guests. With the advent and improvement of technology we are now able to come
closer and share information with ease. Thus we are now able to understand our international guests better and provide our services effectively and be able to deal with the different profile of guests staying with us. “Today’s millennials, domestic as well as international, are well informed, and they know what they want. They primarily need basic and simple things done well. Speed is something that they appreciate, a no fuss product and service is what makes them happy. Technology offered must be advanced because millennials don’t wish to compromise on that. Marriott brand has customised the hotels’ services keeping their needs in mind. We believe that Millennials are the first ones to experiment and we are able to provide our services and offerings as per their likings, one of which would be to engage and make them understand the hotel, local traditions and offers.” S u j e e t K u m a r, G e n e ra l M a n a g e r, Sheraton Grand Bangalore Hotel at Brigade Gateway, states, “With the increase in numbers of people travelling to India every year, many new hospitality companies have started expanding their business. New hotels with new concepts are opening in
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Cover Story
Hotel Business Review
Fino Babu
Sunil Shetty
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Tier 1 cities as well as major tier 2 cities, in order to cater to the needs of different tourists with varied requirements from all over the world. Advanced systems and technology is also playing a big role in helping the hospitality sector in India c h a n n e l i s i n g t h e i n c re as i n g d e m a n d effectively. “’Bleisure’ was not a thing in the past. It is very recently that people have started planning business and leisure together because of which hotels nowadays opt for planning services & facilities where both the requirements can be met. Sheraton Grand Bangalore Hotel at Brigade Gateway offers staycation packages where the guests can indulge in various activities like art workshops, Shine spa signature weekend massage, fitness boot camp, parrot watching, longest brunch spread in town at Feast etc. Such activities help us rejuvenate after a hectic schedule. H ote l s a re c u rat i n g ex p e r i e n ce s , especially for millennials. Social media e n g a g e m e nt a ct i v i t i es a re b e i n g premeditated, from activities around the welcome experience to check out. Sunil Shetty, Director of Sales and Marketing at Aloft Bengaluru Cessna Business Park, avers, “Our hotel has always had a mix of Indian and International guests, given the large number of MNCs around the hotel. As a hotel, we have always had a balance in product and service to cater to the needs of all nationalities. Hotels have to accommodate or even tweak certain experiences to better fit the needs and requirements of all their travelers if they want to stay ahead of the game. “Millennials usually prefer to spend money on experiences rather than a product itself. While looking for hotels, there is always an added effort to look for something unique to break the monotony of work-life. Here, at Aloft, we offer our travelers just that. The brand by itself is specifically designed for the fast paced, young traveler. The hotel is designed completely unlike any other business hotel in the city. The lobby is bright, vibrant and colourful with no walls so as to not limit our guests to a certain space. The lobby has a pool table for guests to use, a buzzing bar with karaoke sessions and our unique brand program Live@Aloft which encourages young and upcoming musicians to perform acoustic sets twice a week. “The vicinity in which our hotel is located is primarily a business district with
tech-parks spanning miles on either side of the hotel. The business week is usually a Monday to Thursday and with millennials usually wanting to extend a few days to explore the city and do things on their own we have introduced Weekend Package which perfectly caters to such needs. We have also introduced a new ‘Saturday Sundowner’, a high energy vibe party by the pool, with food and beverage options to match, perfect for this type of traveler.
Eco-friendly Practices While Gen Z is still a rising economic force, this generation is highly aware of environmental effects and is more concerned about the ecological balance. Most of these guests are looking for sustainable authentic experiences. The hospitality industry, to attract these guests, has to adopt practices which will meet the expectations of Gen Z. How is the industry geared up for this? Girish states, “We are working towards the various aspects of sustainability, this is a work in progress and a lot of things are already being implemented while the remaining will be done by mid 2020.” Sunil disclosed, “As far as we are concerned, I would like to state that Marriott International have gotten rid of all single use plastic items at the hotel and have replaced them with alternate biodegradable options wherever possible. Plastic straws are something that has been completely done away with in favour of the paper alternative. As a hotel, Aloft follows quite a few sustainable practices like clutter-free meeting spaces and the use of bubble-top water instead of plastic bottles in meetings and event venues. Moreover, the use of paper has been drastically reduced at the hotel migrating towards digital based applications to get simple practices in place like gate passes, vendor forms, work orders, refund approvals – bank transfer, service requests etc.” Fino avers, “At Crowne Plaza Pune, we focus on sustainable practices. All our hotels at IHG use the IHG Green Engage system, an innovative online environmental sustainability system that gives our hotels the means to measure and manage their impact on the environment. The hotels can choose from over 200 ‘Green Solutions’ that are designed to help them reduce their energy, water and waste, and improve their impact on the environment. Guest can participate in these environment friendly
Cover Story
practices such as reusing towels to help in conserving water. We have also discontinued plastic bottles as well as straws. The hotel is also regularly involved in numerous Corporate Social Responsibility initiatives including the Earth Hour – switching off the internal and external lights in the public areas for 60 minutes, cleanliness drives in popular tourist locations in the city.” Sujeet says “At Sheraton Grand Bangalore Hotel at Brigade Gateway, we have minimised our environmental footprint by sustainably managing our energy and water use, reducing our waste and carbon emissions and increasing the use of renewable energy. This year, we have been very actively involved in trying to eliminate the use of single use plastic. We have also switched to glass bottles from plastic bottles in all our Food & Beverage venues.”
Technology Advancement The younger generation being tech savvy would like the introduction of advanced technology. How are the properties prepared to satiate their demands? How can “a smart room” be described at present and what technologies are likely to be introduced in the future? Sujeet states, “Several properties/brands are already implementing advanced technology and the use of AI for executing certain tasks in the hotels. Ipads are being placed at reception desks for easy and fast check in. In room tabs are being used for the guests to adjust lighting, order food, watch TV etc. In the coming years the concept of on screen menu is bound to take over the Food & Beverage space. “Smart room is basically where a guest can easily control anything in the room with just a clap or voice. From lights to doors, the guest can control curtains, & water. Air conditioner can be switched on with the use of an app so that the guest can enter into an already chilled room after a tiring day. With the recent introduction of smart voice search options like Alexa and Google Home, every hotel with a smart room can be possible very soon. “In the near future, the concept of smart hotels would
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Cover Story
Hotel Business Review
Sujeet Kumar
Girish Krishnan
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entail virtual reality experiences. Robots will be used for delivering food and beverages to the guest rooms. Mobile room keys will take over the key cards. Smart valet parking options will be open for the guests which will reduce the waiting time. Guest data will be used to automate guest interactions throughout their stay, reducing friction points and labour costs.” Sunil asserts, “Tech savvy is a core brand value of Aloft Bengaluru Cessna Business Park. The hotel was the first hotel in Asia Pacific to introduce and successfully function with a keyless room experience. The hotel has a function called the ‘Mobile Key’ where a guest can use his mobile phone as a room key. The hotel also has a mobile app as part of the Marriott International brand, where real time feedback can be taken from the guest during his stay to better improve his overall experience. “Smart Rooms are picking up speed in a few hotels, with tools like Alexa / iHome being used to implement these experiences. Keeping in mind the mindset of travelers to the country, and also the high bar we have set for ourselves in terms of guest service and hospitality as a country, hotels have to be very careful with what they implement in terms of technological guest services.” Fino too is of the view that, “in today’s world delivering hospitality is about much more than a comfortable room and a great restaurant. It requires cutting edge technology. This is being implemented by the best and brightest tech professionals in the world at IHG (InterContinental Hotel Group) to enable it to deliver an industry leading guest experience. Brands are now offering a variety of digital innovations including mobile check-in & check-out, mobile room key technology and the IHG translator app for apple technologies.” He continues, “Some of the trends
in the industry are leading to great improvements and savings for hospitality industry companies. These trends are developing and to be successful, in today’s landscape, one must be open to using a wide variety of tech-disruptive tools to ensure satisfaction and approval in both leisure and business travelers. IHG, as a multinational hotel brand, offers multiple technological advancements including the IHG translator app for apple technologies.” Girish, however, believes that “we must keep the hotel simple, ensuring the room and public areas have good internet speed. Some of the key new introductions that we are implementing at our hotel include mobile check-in and check out.”
Automation or Human Touch? With the advancing technology the days of automated hotels is not far. Henn na Hotels in Japan are pioneering this concept with robots as receptionists. Would robotics be the future of the hospitality industry? And, it robots are introduced, would the term “hospitality industry” need to be changed, since hospitality involves a touch of human element to be hospitable? Fino declares, “Robotic technology in the hospitality industry is fast emerging across numerous brands. The element of personal touch, however, will always be an added advantage with guests which in-turn creates a memorable experience. A smaller segment of guests will appreciate this development and be open to exploring the experience. Human touch is the corner stone of the industry and will always be an important factor in hotels. “In the hospitality industry especially, human touch is important and can go a long way for your hotel’s customer service. As self-service technology continues to evolve and gain popularity, it can be tempting to jump on the tech bandwagon
Cover Story and give your guests free reign over everything from check-in to check-out. However, guests desire and require various levels of automation and personal touch throughout their stay journey, making it important to strike the right balance and mix between automation and hands-on, interpersonal interaction. Human touch is the epitome of guest interaction.” Girish asserts, “I do not find robotic operation in hotels to be interesting. Few things like vending machines etc can be used but the human touch is very important. Human touch is something which is at the heart of the hospitality industry and will always remain. Our associates make all the difference and our ‘spirit to serve’ program helps us in training and nurturing this culture in our hotel.” Sujeet maintains, “In my opinion, the element of personal touch should not be eliminated from hospitality industry. Robots for sure reduce the workload but till a certain level. After gathering some information on Henn na hotel in Japan, it was known that they already reduced more than half of its robot workforce as it created a lot of issues and the skeletal staff, in return, had to work overtime to
Hotel Business Review
meet the needs of the guests. Henn na is a classic example of how human touch is an absolute part of our industry. “Hotels can be achieve both – introduce new technologies & continue to value human relationships, by not completely e l i m i n at i n g p e o p l e w i t h ro b ots a n d automated systems. Hotels have already started implementing the use of advanced technology and robots to make small tasks
efficient and to save long run costs. The mix of both technology and humans is the perfect combination for efficient and effective working of any hotel.” Sunil states, “Robots and AI is a great idea to help hotels increase efficiency and even save on manpower for certain tasks. A few of our hotels in the USA and China have already implemented this in the form of robot butlers, etc. Having said that, India as a market with its value of ‘Athithi Devo Bhava’ might find it a challenge to execute this, as lot of emphasis is given in the subcontinent to the element of personal touch.” He added, “There is always a danger of over-using technology to such an extent that a guest doesn’t feel valued at the hotel. Hotels need to find that balance so as to make a guest’s stay convenient but at the same time make him feel appreciated and welcomed. In a country like India, drastically moving towards technology might not be ideal as our guests are used to being pampered and cared for as it is part of Indian Hospitality for which we are so well known across the globe. A little bit of technology can never hurt as long as the guest doesn’t suffer.” n
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Business
Hotel Business Review
Destination Weddings A Sustained Business Vertical for Hospitality Industry
Destination wedding, one of the newest trends, has caught the fancy of Indians. According to Wedding Tourism Report by MRSS India, the wedding market in India in 2018 was pegged Rs. 110,000 crore of which around Rs. 23,438 crore can be attributed to destination weddings. The figure is expected to double, at an astounding rate, to Rs. 45,000 crore, by the end of 2020, thriving at 25-30% per year. It is estimated that about 15% of all weddings are now destination weddings. Hospitality industry is a major recipient of this expenditure on destination weddings. Typically a destination wedding is not a one-day affair. While the wedding itself is a one day affair, the couples have to take into consideration for the days that the guests arrive, leave and relax in between. Ashok Malkani takes a look at this new manner of saying “I Do”, the opportunities it offers the hospitality industry and its future.
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arriages are made in Heaven, it is said, but heavenly weddings are created here on earth by having them on picturesque locales. Destination weddings are redefining the Indian wedding scenario. Wedding halls have now become passé. Today, fairy tale settings for making the most memorable moment in the life, one of the most unforgettable and impressive one, is becoming ‘in’. Destination weddings have also given a major shot in the arm to wedding planners, banquet organisers, etc. But hospitality industry can be said to be the biggest beneficiary. But why destination weddings popularity
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has risen and why are hotels and resorts becoming popular? What facilities do they offer? Monal Prabhu, Associate Director, Magnifique Meetings, Sofitel Mumbai BKC, says, “In comparison to marriages across the globe, Indian weddings are more ritualistic and thoughtful affairs with a blend of traditions, values and intimate celebrations. To make this occasion extraordinary, one looks for that perfect location where everything can be managed right from the decorations to food and accommodation. ”Rather than celebrating with a large number of family members and friends in a
local reception hall, many brides and grooms are opting to marry farther away from their hometowns. There are many exotic, remote, and breath-taking locales where couples are getting hitched. Due to technological advancements, exploring these breathtaking locations has become an easier task; hence the popularity of destination weddings has increased. ”Furthermore, social media has started to play a big role, and due to this people desire extravagant affairs as it offers them the chance to showcase their ceremony and affairs to their loved ones, friends and family as well as the world, thereby creating that
Business sense of competition to be the best. “As far as facilities in hotels are concerned, at Sofitel Mumbai BKC, a perfect mélange of French and Indian design inspirations as well as the hotel’s grandeur is reflected in its unrivalled facilities and personalised service from the heart. Be it a traditional ceremony or a themed extravaganza, one can discover bespoke weddings in the midst of romance, elegance and a luxurious setting under the stars, where our dedicated Magnifique Meetings team at Sofitel Mumbai BKC will suggest creative and customised banqueting options, themes, unique settings and international flavours to make the event unique and memorable. “From the initial planning stages until the big day, Sofitel Mumbai BKC partners with their guests all the way. From designing and fine detailing, to creating a dream wedding into a magical ceremony, the team at Sofitel Mumbai BKC will make it an event to remember. The Boutique Wedding concept doesn’t just stop at personalised themes but Sofitel Mumbai BKC takes care of it all. From commending the best decorators and wedding planners in town, hair and make-up maestros, wedding photographers as well as Accor International honeymoon packages, the team here at Sofitel Mumbai BKC covers it all.” Debarchan Bose, Wedding Planner at Grand Hyatt Goa, disclosed, “Destination wedding in recent times has become a trend as couples like to celebrate their special day as an intimate affair. Rather than the traditional obligation of calling everyone you know, it’s in vogue to have a destination wedding with family and friends who matters to you the most. Moreover, personalised service and experiences offered at resorts like Grand Hyatt Goa helps couples/families in choosing a wedding destination. “Today’s wedding couples and families are not only looking at service, instead they are looking for experiences. At Grand Hyatt Goa we have a dedicated wedding planning team that makes sure that every request, detail and requirement is adhered to ensure that the special day is made perfect, not only for the bridal couple but also for every member of the family. This dedicated team provides the best in class services in addition to the great facilities available at the resort. Additionally, the resort offers diverse recreational activities that include a sailing centre, adventure park and spa services to ensure that friends and family not only attend the wedding but have fun
Hotel Business Review
within the wedding venue.” Vinay Singh, Director of Sales & Marketing, Renaissance Mumbai & Lakeside Chalet, Mumbai – Marriott Executive Apartments, states, “India is a land of rich cultural diversities and heritage. Indian weddings are about splendor and colour that reflect the mood of the event and add vibrancy to the situation. With the busy lifestyle that people entail in metros and the hectic schedule wherein travel time to various locations succumbs the day, destination weddings allow families to enjoy and spend quality time together. Considering the various ceremonies that comprise of a traditional wedding, hosting them at a single venue allows close ones the exclusivity as well as being the one stop solution for all requirements. “Majority of couples are opting to incorporate fresh, contemporary and tantalizing elements to their wedding rather than proceeding the traditional way. With exotic wedding destinations that our country has to offer, starting from serene hills, luxurious palaces, to beaches with picturesque backwaters; there is a plethora to select from. Since a wedding is the most essential chapter in one’s life, the drive to enhance, spend lavishly and have the perfect flawless one is the reason couples seek destination weddings. There is immense exclusivity that a destination wedding ensures, along with it being the perfect getaway for an occasion of gaiety and grandeur. “Most of the hotels today have a sound understanding and in depth knowledge of all that weddings comprise of. Properties are well-versed with the requirements to cater to every type of wedding, including one with an exclusive theme, with extreme care. “Our team helps the family through the planning process at every step to ensure their day is exactly the way they envisioned it. Renaissance Mumbai has stunning interiors as well as exteriors, which are perfect for creating beautiful wedding memoirs, and complemented with a wonderful ambiance of being lake side, there is nothing more sought after than the complete ‘wow’ factor for guests that we ensure. The Wedding sector contributes significantly to our overall business. The key levers for this business generation are: • Convention space of indoor and outdoor venues up to 1,30,000 sq. ft. • Increased room bookings on account of weddings
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Hotel Business Review
• Opportunity to showcase the property for continuity of business • Innovative themes to enhance weddings • Our vast inventory of 773 rooms “Whatever be the nature of the wedding, be it an intimate affair with 100 guests to we d d i n g s fo r ove r 5 , 0 0 0 g u es ts , Renaissance Mumbai offers the most indigenous experience to all, customizing pertaining to our guests needs which leaves a lasting impression on our guests.” Girish Krishnan, Hotel Manager, Four Points by Sheraton Mahabalipuram Resort & Convention Center, declares, “Some of the important reasons why Destination Weddings are getting popular are; 1. Destinations’ provide a different feel and experience to the wedding and they are undoubtedly more enjoyable than a regular city banquet or a lawn wedding 2. It’s an opportunity for family and friends to travel to different locations and use it as another good reason to exploring the place along with the wedding commitments 3. At times, these destination weddings are cheaper too. “Hotels, these days, are providing endto-end solutions to the guests, making it a one-stop shop. Food is one of the most important part of the wedding and we at, Marriott can provide regional cuisine from all over the globe due to our presence in every state. We also fly in chefs from different locations to provide the authentic flavours. “The business is witnessing a good growth percentage. Many couples are now opting for a destination wedding with the comfort of good hotel rooms to rest and good food, in order to get ready for their D-Day in a hassle-free manner.”
the place. Grand Hyatt Goa, with its sheer Ballroom, is one of its kind in Goa when it comes to convention/banqueting facilities. Our resort is a close knit one which, while giving one the resort look, is also compact and generally becomes preferred choice for Indians (as we still have a significant section of senior citizens) due to its trim and compact look. Weddings contribute to more than 30% of the revenue for us.” Monal believes that destination weddings have shown a tremendous growth over the last decade and will continue to grow manifestly. She claims that normally 20% of the revenue earned by the hotel/resort is received through weddings and 5%-8% would be through NRI weddings. Vinay declares, “Weddings continue to be the most bankable segment in India for the hospitality industry. Renaissance Mumbai has been associated with some high profile weddings & has had the honour of executing dream weddings for more than 1000 families in the past decade as has seen a growth of over two fold in weddings. “Being an integral source of finance for the catering and sales business for any property, weddings contribute immensely to the overall budget of a hotel. While a scenic location generates revenue of around 20%, on an average city hotels earn revenue of approximately 5-8%. At Renaissance
Increasing Demand The general consensus among the hoteliers seems to be that people are preferring destination weddings to those in a hall. So how has the business grown over the last decade and what is the percentage revenue earned by hotels from this segment of business? Debarchan declares, “The wedding industry has grown significantly. This is mainly due to the fact that besides the parents, the social savvy bride and groom, with their intricate and innovative ideas are also immensely involved in the preparations of the event. “The percentage of revenue earned by the property depends on the inventory of
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Vinay Singh
Girish Krishnan
Mumbai destination weddings contribute an average of 5-6% to our overall revenue, while overall weddings at our property contribute around 22% to our overall revenue. The percentage varies from city hotels to resort hotels.” Girish avers, “The percentage of revenue earned from destination weddings by any hotel majorly depends on the location and the facilities offered. On average, 30% of our revenue, at Four Points by Sheraton Mahabalipuram Resort & Convention Center, comes from destination weddings.
Preferred Locales International tourism boards are rolling out the red carpet, hotels are extending the best in class hospitality and not only are air fares getting competitive but even charter flights are being offered at reasonable prices. So do people from neighbouring countries also prefer to travel to India for destination weddings? On what basis do the clients prefer the destination and what are the demands made by them? Vinay says, “Yes, there are people who travel from different countries to host destination weddings. While there has been a growth, the potential clientele is when one of the companions is an NRI. The biggest challenge is that people traveling from certain countries are restricted with immigration formalities. Theme weddings also involve huge logistics, coordination and planning which becomes tiresome for the family members. “There are abundant requirements received from the guests. Over the decades, Re n a i ss a n ce M u m b a i h as s e e n ove r thousands of weddings and being the most important day of one’s life, each of them has expectations of it being top of the notch and unique in every aspect. At Renaissance Mumbai, guests have often demanded opulent décor, exorbitant food & beverage spread, conceptualized themes, music and wedding photography. The most important criteria in venue selection comprises of the packages offered and the inclusions for the same.” Girish avers, “At Four Points by Sheraton Mahabalipuram Resort & Convention Center we receive requests from NRI’s from different parts of the world. They look forward to travelling to India, especially to their native place. Since Indian weddings are known for their vibrant and colourful décor with a scenic view, there has been a rise in the number of people flying down to India
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for their special day. “Guests’ preferences differ from the property’s location to tourism destination, natural attractions like by the beach, forts, hills, going back to their roots, etc.” M o n a l reve a l s , “ M a n y N R I s p refe r travelling to India for destination weddings as there are a lot of options and locations. India has some wedding friendly hotels. Goa and Rajasthan are preferred wedding destinations, but newer destinations like Kerala and locales in the Himalayas are also gaining popularity. Mahabalipuram, is also getting popular for weddings, apart from the well-established destinations. “When a guest plans any wedding, he keeps in mind not only his family but also the demands of his guests, both national and international. First and foremost the guest looks at the ease of commuting, i.e access of direct flights to the locations, as well as the ease of getting a VISA. Cuisine is also an important aspect. These are just a couple of necessities based on which the client selects the destination.” Debarchan declares, “Goa has been able to establish itself as an ideal place for destination weddings by national as well as international clients. Grand Hyatt Goa has seen a steep increase in business materialisation from new emerging markets like the Middle East. In fact Monsoon Weddings are becoming increasingly popular. Clients usually prefer a destination based on the location and the facilities that one offers. Grand Hyatt Goa is known for its unique and personalised services. From minute details of room allocations to customizing venues to personalising the experiences, we ensure to give them a complete experience.”
Wedding Planners play a significant role in influencing the selection of the property. These wedding planners look at how comfortable the guests would be at a particular venue. At the end of the day we both have the same endeavour – to supersede the guest expectations by complete experience. No marketing campaign is able to influence a decision more than a happy customer who has experienced it.” Vinay adds, “The industry is dynamic and vast and there is a general belief that they balance each other. However, I am of the opinion that the number of queries that individual properties receive are undoubtedly on a higher side. For Renaissance Mumbai an integral manner of receiving queries is through referrals or the experience that guests have incurred whilst attending a wedding at the property.”
Future Indian millennials are more than eager to splurge in curetted weddings at exotic locales. What can be a better combination than attending a wedding ceremony that double up as a relaxing holiday for the guests as well as for the bride and groom and their families? It is, as they would say in Hindi, ‘Soney pe Suhaga’. But while the destination wedding trend is seeing a flourishing market at present, what is its future?
Booking for Destination Weddings While destination weddings may seem like an attractive alternative for the young couple planning a successful one is a different story. So do the clients do the bookings of the hotel or do they leave it to agents to do all the requisite arrangements? Monal states, “I believe that for large weddings or destination weddings, the guests generally hire a wedding planner to see over the affairs such as conducting a recce of the various locations and destinations with regards to the offerings and best rates on offer.” Girish is of the opinion that there is balance of both – direct enquiries as well as those from the agents. Debarchan declares, “Professional
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Debarchan Bose
Monal Prabhu
Monal declares, “This is one market that has shown durability. Irrespective of economic downturns, weddings remain a stable business as it is an once-in-a-lifetime event for most people in India. Destination weddings are getting finer and wedding specialists and hotels are only seeing further growth in this exclusive enterprise. With digitalization, people are exposed to plenty of ideas, resulting in the need for an exotic wedding and an increase in demand. So, the future for destination weddings shall be bright.” Debarchan adds, “The future of destination wedding is promising due the fact that one can have personalised and creative experiences. Wedding is one of the most important moments in one’s life and making it exotic and a memorable moment can be achieved through destination wedding. ” Vinay avers, “The growth and the boost of destination weddings is outgrowing year on year, with customizations and personalisation of weddings, becoming the game changers today. With the technological outreach and development, weddings have a scope of becoming even more dynamic in terms of décor, the offerings, the experiential offered to the guests, the photography etc. India, as a country, is extremely popular for the array of wedding destinations that it has to offer. The hospitality industry, being directly linked with the grandeur of destination weddings, is also expected to grow by 25-30% in terms of revenue and by 9.5% in terms of RevPar in the coming year with more to follow.” Girish opines, “Given the number of celebrity destination weddings happening at present, the major part of the crowd is influenced by them. So, I believe that destination weddings are here to stay and grow further.”
Conclusion Picture yourself in exotic surroundings, luxurious atmosphere, surrounded by family and friends cheering you on this momentous occasion. It is an experience that one would cherish throughout the life. No wonder destination weddings are growing in popularity. India, with its exotic and glamorous locales is becoming a favoured destination even by NRIs and people of different nations. The hospitality industry in the country is geared to meet the demands of the clients and to make this memorable moment and unforgettable one. n
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Hotel Business Review
Top Hotel Room Service Trends in 2020 By Sharmila Chand
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ust like every other element and operation in hotels, Room Service too has seen a sea change. There has been resurgence in room service as hotels are resorting to various trendy and innovative ways to serve their guests in the comfort of their rooms. Do not expect the typical hotel room service with the service carts and dishes which may not be in required temperature. Upgraded Restaurant Style Service with perfect presentation has arrived that adapts to the specific needs of its guests. Here we talk to experts in hospitality about the new trends and essential tips to generate revenue from Room Service.
Key room service trends in 2020 Ather Raza, Director of Operations, Sheraton Grand Chennai Resort and Spa Room service along with luxury is the true hall mark of being a tourist. Having a hot meal delivered right to your hotel room
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“We at Sheraton Grand Chennai Resort & Spa believe that room service has to be done by the best of the lot. Thus our most efficient, energetic & positive associates are put to work in this department which gives the guests a superlative service” Ather Raza, Director of Operations, Sheraton Grand Chennai Resort and Spa
gives you the feeling of having arrived in paradise. It is nourishing, comforting, and downright convenient. Today, with so many Food & Beverage options in every hotel, giving the guests elaborate and proper room service is an additional requirement. All the good hotels around the world are focussing on doing this right to give the guests a memorable experience. The key here is to keep a simple yet appealing menu, giving the guests a Speed Lightning Service & also serving hot food “hot”& cold food “cold”. Rajesh Khanna, F&B Head, The Metropolitan Hotel & Spa, New Delhi F&B plays a very important role in business generation especially Room Service. The trend is to have the specialty dishes of the hotel’s all outlets as part of In-room Dining menu; include all possible cuisines to suit the needs of various nationalities. Combos and especially Kids special menu are again a very popular
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Hotel Business Review
trend. Updated & upgraded tech-savvy room service equipment is the call of the day. Gone are the days of ordinary crockery and cutlery to serve. Attention to details in serving is the trend. Presentation styles, maintaining more privacy and convenience of the guest while delivering the order will be given more thought for a delightful experience. N i s h e n d r a K a s h y a p , F & B D i r e c t o r, The Den, Whitefield, Bengaluru Now a days mostly the guests are looking for healthy and organic food. Keeping such items in the menu will maximise the room service revenue. Another trend which will be impacting the room service is personalisation. If hotels focus on the preference of their guest and serve them in the personalise way it helps in getting the bonus points. ‘Artificial Intelligence’ is one of the major trends that will affect the room service in 2020. Now a day’s hotels have been using software such as VSERVE which automatically assigns order to servers available on shift, tracks clearance status, tracks delivery time and automatically
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“Speedy delivery of orders, good variety in the menu, comfortable dining area in the room, modern equipments to serve and professional order takers are few essential requirements for successful room service” Rajesh Khanna, F&B Head, The Metropolitan Hotel & Spa, Delhi pushes the order which is getting delay. So, chances of going wrong are negligible and impact great experience to the guest.
Niraj Kumar, IRD Manager, Crowne Plaza Today New Delhi Okhla Innovative concepts: A special meal combo for a single diner who may not want to come down to the restaurant or a fabulous Beer & Kebab combo for a guest who would be glued to his TV during a FIFA World Cup match, seasonal & innovative concepts help the hotels to generate new avenues of revenue. At Crowne Plaza Today New Delhi Okhla, we execute an interesting concept called ‘Buffet in a Thali’ which is a hit amongst the single diners who wish to relish the dishes in the buffet but are not comfortable dining alone. Personalisation is the key: Every guest has a different palate and preference, hence it is important to cater to their style of eating. Guest profiling comes handy in this case. The concept of ‘personal butler’ has gained popularity nowadays. Even for the guests who don’t take this option, the chefs in the kitchen make sure that the guest’s expectations are met by incorporating their specifications. With the advent of technology, the day is not far when guests will be able to interact with the chefs directly via a virtual
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concierge. Increased importance of health & well being: Right from locally grown ingredients to organic foods and from gluten free dishes to sugar free substitutes on inroom dining menus, the quest for healthier cuisines amongst the guests is encouraging the Food & Beverage teams to revamp their menus. A lot of guests who stay a hotel during their medical treatment prefer healthy and homemade style food. Sustainability to the core: Best practices are being adopted for a sustainable culture. At our hotel, we have banned the usage of single usage plastic straws and bottles.
Focus and USP of Room Service N i s h e n d r a K a s h y a p , F & B D i r e c t o r, The Den, Whitefield, Bengaluru At The Den hotel, we have been following lot of innovative ideas to keep our guests happy and at the same time to maximise the revenue. Few examples of the innovations are: Female associates delivering the order of single lady travelers Providing personalised and innovative arrival amenities such as Whitefield centric tabloids, good night cap etc. Option of homely food along with healthy and organic food options in the menu such as farm to fork salad Keeping homemade delicacies in the menu Making guest cocktails in their rooms Rajesh Khanna, F&B Head, The Metropolitan Hotel & Spa, New Delhi Speedy delivery of orders, good variety in the menu, comfortable dining area in the room, modern equipment and professional order takers are few USP of IRD at our hotel. While taking order, our order taker intimates specific requirements if any, related to the order or suggest guests our HOT SELLERS or MUST TRY Cuisine from the menu. Suggestive Selling boost sales as well as authenticity of the Hotel and we get positive comments from our guests. We follow quick and accurate Order delivery process as we don’t want our guest to feel the inconvenience in any way. This can be controlled and checked twice before the delivery of orders. Niraj Kumar, IRD Manager, Crowne Plaza Today New Delhi Okhla Understanding the preference of the
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“Artificial Intelligence is one of the major trends that will affect the room service in 2020, so the chances of going wrong is negligible and impact great experience to the guest” Nishendra Kashyap, F&B Director, The Den, Whitefield, Bengaluru
guests and giving them personalised attention is the core of the hospitality industry. At Crowne Plaza Today New Delhi Okhla, we run special promotions during Navratri and Ramzan month where we offer ‘Satvik Thali’ and ‘Sehri’ and ‘Iftiar Thali’ to the guests. We understand that few of the guests may be fasting and would need to such meals to commence and break their fast for the day. Being an IRD Manager, I make sure that I take feedback from all the guests about the service & food experience. Necessary service recovery is also done in the cases where the guest expectations aren’t met due to any reason.” Right from live Mocktail & Cocktail making experiences to modern style plating of dishes, the Food and Beverage teams are all set to take plating game a notch higher to enhance their In Room Dining Experience. So the next time you see a red or a green flag or sauce around a Burger, you would know the secret message attached.”
Tips to have a successful Room Service Operation Ather Raza, Director of Operations, Sheraton Grand Chennai Resort and Spa Keep the menu simple & doable. Th e a ccess f ro m t h e k i tc h e n a n d room service areas should be planned efficiently. Direct access to guest floors need to be organised in order to avoid any food delays. The order taking process should be efficient & the follow up process should be practiced diligently. Assign your best team to carry out the room service operations.
“Innovative concepts are very essential in room service these days. A special meal combo for a single diner who may not want to come down to the restaurant, we execute an interesting concept called ‘Buffet in a Thali’ which is a hit amongst the single diners.” Niraj Kumar, IRD Manager, Crowne Plaza Today New Delhi
Niraj Kumar, IRD Manager, Crowne Plaza Today New Delhi Okhla Take down the right order, under the specifications and allergies (if any) and deliver it within the stipulated time. Taking feedbacks is very important. If the guest doesn’t like a particular dish, service recovery is important. Understand the specifications again and replace the dish. If it’s a long stay guest, the chefs must personally meet the guest to understand their meal preferences. Introduce seasonal offers/innovative menus keeping guest profile/requirements/ preferences in mind. n
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Hotel Business Review
New Trend about creating a great Customer Experience By Sagar Gohil
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egardless of what services your company provides or what marketing strategies you execute, customer experience needs to be at the fundamental of everything you do. According to latest survey insights, close to 32% of Gen Z customers say ‘They’ll walk away from a brand they love after just one bad experience” – A reminder that customer experience (CX) needs to be at the top of mind at all times and has never been more vital. It can be provocative to label customers as picky or impatient, but there is proven research on what happens to customers on a neurological level when they are forced to deal with situations. Businesses should understand that the hard wiring of customer’s brains and their neurological desire for flow and ease are part of their expectations. Its either businesses adapt to this research or risk losing customer base to competition. Let’s
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not forget, customer experience equals to expectations which in turn means business. The industrial revolution has brought about changes in how businesses operate. Be it the first industrial revolution in the 1700’s where steam was at the top of things to now, the 4th Industrial revolution with the power of Intelligence being the key aspect. What has changed throughout the years is how customers connect to a brand and react to purchases. With Gen Z coming in as lucrative target market audience, CX has never been more vital than ever before. Gen Z is all about innovations and intelligence, never do they fail to surprise businesses with their wants. Gone are the days when Gen X used to communicate face to face or via telephone with brands complaining about what went wrong or Millenniums (Gen Y) complaining about their hassles through emails. With all the technologies in place, Gen Z ensures they
get what they aim for and are not reluctant to change their brand. The question then arises as to what these Gen Z actually want? Services and products have to connect with these buyers on many fronts. Be it social media or ease of purchase through cellphone based applications, they need it all. Let’s not forget most of these Gen Z are into blogs, vlogs and constructive criticism on online platforms. When we talk about services, what’s better than the very word “Hospitality”? Hotels, restaurants, spas, gourmet café’s, lounges and bars top the list when we talk about services in the sector. The hospitality sector has always been topping the charts in ensuring the best of services are provided to their guests and creating the “WoW” factor. What the industry now faces as a challenge are the new generation of guests who are not only picky but also precise about their experience. If these Gen
Management Z do not hesitate to comment on various platforms about bad services received at 7 star properties, it’s not surprising to see them venting for bad services provided by others. The hospitality sector needs to ensure what these Gen Z guests want and deliver as expected. We all remember those training sessions where they stressed on how a guest should be treated whilst entering the property or outlet/s at the property as an arrival experience. This very aspect has a shift in paradigm to ensure they receive the best of services on various platforms prior to booking or entering the property. From Chat bots/ representatives to instantreverts on queries stated, this generation does not like to wait to receive services. Their brain indices them to understand that whatever they pay for should equal to highest satisfaction in service standards. If they don’t get that in pace, well, they vent and crash the brand image and move on to competitive brands. Having the best of visual appearance of properties or having tech savvy tools are not the final verdicts to CX for Gen Z. You
Hotel Business Review
may have the best of technologies in place but one bad experience can change how one perceives and connects to the brand. It’s not just about the property itself, but it also involves channel partners. Imagine having the best of property with the highest service standards one can have, now compare it to a bad experience the guest faces through an online booking channel partner.Gen Z won’t hesitate to say “I have had a bad experience with the property as their channel partner failed to deliver my booking due to technical errors” or have a tweet that says “@xyzHotels, worst experience ever, I am never going to book your property again. Got charged by @financeCompany online and my money is stuck, why should I wait for 4-5 working days to get my refund#BadExperience #RuinedServiceQuality #TechFail” sounds daunting isn’t it. With the word-of-mouth social media networks provide, Gen Z won’t hesitate to tell the entire globe about their bad experiences. Is it just the stay at your property or do other things matter? Till date the industry uses “Guest Experience Survey”
cards whilst sharing the bill, Gen Z is wired differently. They don’t wait for things to come to them, a snap/selfie with the platter that states “#AverageTaste #Overrated” is something that might pop up online prior to sharing the bill. Let’s take an example here, the Gen Z guest received the best of services by your team members, we would be glad and will probably say “There’s one happy guest”. The concern arises when the same guest goes online and talks about a list of hassles starting from finding a parking spot at your property, or the rush at the front desk not being managed well, or how the Wi-Fi network was not effective or even team members not being attentive to their needs at the restaurant. Such instances are the area of concern at any property, ensuring no glitches whilst providing services is a vital part of experience today. In the end, the hospitality industry needs to heed the seriousness of positively differentiating the customer experience. The author is Business Head Customer Experience (C-QualX), BDB India Private Limited
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A Quick Checklist for a Communications Champion in Hotels Part-2 By L. Aruna Dhir
I The author is a Hospitality & Feature Writer and Columnist for some of the world’s highest ranked Hospitality publications. Her industry writings are used as references in case studies and hotel schools. She is a recognised and national-poll winning Corporate Communications specialist, PR Strategist and Writer. A seasoned hotelier, she loves to present hospitality industry watch, insights, case studies and analysis to her ever-increasing base of global readership. She has over two decades of experience in Hospitality Communications and Brand Management and has worked with some of the best global hotel companies - The Imperial New Delhi, The Oberoi, New Delhi, Hyatt Regency Delhi. Aruna was appointed to the Board of Association of Emerging Leaders Dialogues (AELD), as the second Indian representative and the only woman leader from India.
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n Part Two of my Communications’ Checklist follow the remainder of the alphabets each hoping to enjoy a place in your mind space and get reflected upon on several thought-provoked occasions. Read on —
portfolio, surf around for inspiration and do a competition check. You can also learn a great deal – at least where food photos are concerned — from your Kitchen’s and F&B teams.
Image Inspired
It is often said that a PR person is as good as his or her lists. And this is largely true. You need lists to work through for a large chunk of your portfolio. Media lists being the most prime amongst the lot. And within Media there is the Top Editors list, Electronic Media List, Lifestyle Media, General Media, Food Critics, Restaurant Reviewers, Hotel Specialists, Travel Media, Business Media, Features Writers, Art Critics…and now bloggers, social media influencers, vloggers, instagrammers, twitterati…it is as wide as the network you wish to ensnare and work with. Then there are the other lists that you need to keep in your top drawer at all times – List of local and international celebrities you invite to your events, list of PR Agencies, Event Management Agencies, Printers, Graphic Designers, Photographers, Merchandisers…again the extent covers the
I mentioned this briefly in the FOOD head, but you need to have a big yen for photography. That a picture says more than a thousand words is so much more pertinent for hotels. There are guest room, Lobby, Spa, Pool, Banqueting, restaurant images to be shot for use in brochures and other collateral, food shots to be organized for marketing literature and the press and images to be developed for the virtual tours on the website. Not only do you need to have a good panel of photographers you work with but you must also have a keen eye for angles, lighting, subjects, props, backgrounds, image size, clarity etc. and most of all a strong focus on the fact that the images define your brand personality and they must be within those boundaries. Like for any other creative part of your
Lord of the Lists
Management scope of your work. Keep your lists updated, weeded out and dynamic. Moreover, from a purely professional perspective, there should be a synergy between the key agenda and structure of your Social Media Lists; be it your professional Facebook Friends, LinkedIn contacts, Blog Followers, Fans or Group Members.
Marketing Magnate As a Hotel PR Head you end up handling a large part of the Marketing pie too. This may not be true with large FMCG firms or big Real Estate companies or some other sectors where there are designated departments handling collateral design and production, direct marketing, direct mail etc. But in hotels, it is you who are responsible for a lot of this work. So, please understand the 4 Ps of Marketing and 7 Cs of Communication and all that lies in between rather well and in the soundest manner. As a PR & Communications Head of your hotel, you are also the Head of Marketing Communications. Therefore, you are responsible for devising a lot of marketing strategies in tandem with the Head of Sales & Marketing, initiating many a marketing alliances with like-minded companies such as Credit card companies, travel companies, Airlines, Car Rental companies etc. You also have to develop a lot of promotional material and at times represent your hotel in the international travel & trade shows such as WTM, ITB, ILTM, ATM to name a select few. With Marcom as a significant part of your portfolio, you are the person who has to plan, visualize and create all the Sales and Marketing Communications collateral required by the Hotel at large and by the Sales & Marketing, Front Office and Food & Beverage departments in particular. Of course you will have the advantage of working with a panel of creative people ranging from graphic designers to printers to even paper companies but always remember that you are the TEAM LEAD.
Media Mandarin I ca n n ot l ay e n o u g h s t ress o n t h e importance, depth and broad spectrum of your media relationship. Sadly, even now, a PR person’s job is often thought to be limited to media relations, press release writing and dissemination and coverage in the press and electronic medium. Of
course, you and I know that the scope of your work is much more than this and is consummately communications driven in all its aspects. But because media relations is the most important, result oriented and visible work that brings in the hugely important Third Party Endorsement, people often mistake your role for just that. On the positive side, you are the one who gets your company in the news. You are the one who ensures that there is positive coverage of your hotel and its products - be it rooms, spa or restaurants. And what an important role this is, as you go about getting noteworthy columncm space or sound bites on the media platforms as against paid advertising which is really bought over publicity. Given the importance of this part of the overall communications cake, it is imperative that you know the media well. And this entails national, international, regional and local media. You need to know the senior editors and international journalists just as well as you know the beat correspondents. Your media list should span the range from business, corporate and news media to features, food, lifestyle and the arts. For you, both print and digital & electronic media hold a lot of importance and you bring them into play depending on the assignment at hand. A n d s i n ce m e d i a i s o n e of yo u r strongest allies, you must develop a long term and strong relationship with them that is based on mutual trust, respect and two-way information sharing. You must also be accessible at most times, even the odd hours. You must understand how media works, how they work on steep deadlines and the demands of ‘here and now;’ more importantly because you don’t want your prize press releases to be linings of the News office bin. F i n a l l y , k n o w i n g t h e Fo r e i g n Correspondents based in your region is also as important. As a hotel, your e s t a b l i s h m e n t m a y n ot c h u r n o u t newsworthy piece of information, but there are times when the Foreign Correspondent will be working on a feature piece and your hotel will have a top of the mind recall.
Merchandise Master This is a very interesting part of your portfolio. I have had the privilege of not just working with an exciting lot of m e rc h a n d i s e m a n u fa ct u re rs a n d
lainox@lainox.com Nov-Dec ’19
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Management
Hotel Business Review
suppliers but have also had the opportunity to develop some of the nicest hotel merchandise by myself. From picture postcards, note cards, Seasons’ Greeting cards to golf balls, match box sets and silver cuff links, it has been highly satisfying to see the self-developed product range in the Hotel’s Boutique collection, guest give-aways list or the guest catalogue.
People Person This forms the core of what you do and how you are supposed to be. As a PR Expert, you must be a people’s person. You must have good internal and external relationships. You must be able to communicate with and relate to a wide gamut of people ranging from the doorman to the hotel owner, from a socialite to a social activist, from an editor from India’s Fleet Street to a printer from the old world of Chandni Chowk. As the Public Relations Officer, you meet an interesting array of publics, all in a day’s work – from artists, dancers, musicians, film stars to activists, scientists and sports stars. It adds a lot of spice, glamour, drama and high energy to your role and provides you with a lot of staple for interesting anecdotes, stories and pieces of information that could be used in your PR communication at times.
local region his brand is situated in. Be proper, perfect in your mannerisms and personable in your appearance and you are onto a winning start every time you need to make an introduction for yourself or your brand.
Profit Protector Public Relations need not only be a spending department – spending on collateral, events, media, merchandise, advertising, coverage and so on. If you are a smart PR person with S.M.A.R.T tactical objectives and well thought out strategy, then you do not stress on a lot of monetary outlay to justify your work. Even when you handle a big PR budget, profit protection keeps at the core of your planning. While advertising is important and more focused, media coverage is more feel-good,
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Research Race Horse You will find that the nature of your work relies heavily on research. You need to search for information each time you want to make your press release and backgrounders loaded with interesting bits and relevant yet unique facts. You also want to be a research expert if you present reports to your Company’s Board, write manuals, conduct focus groups and surveys for specifically Communications or general hotel assignments. I once had to work on “An Image Study” and “A Positioning Analysis” for the New Delhi unit of the Oberoi hotel. It involved spot interviews, broad questionnaire based surveys, focus groups, guest interaction and a whole lot of research to make the Study composite and benchmarked.
Travel Titan
Personality Perfect Yours is a very visible role. You organize and attend press conferences. You give interviews. You wine and dine with the media, guests and other important hotel contacts. More importantly, with a strong focus on external publics and a sound relationship with them, you are one of the most significant brand ambassadors of your organization along with being the chief guardian of the brand. With all this observable performance at play, you must have a pleasing personality both in terms of demeanour and the picture perfectness of the outward look. You don’t need to be a high street brands slave or overly conscious of your look but you must carry yourself well, be perfectly groomed and embody the personality of your hotel brand. T h e re i s s o m e t h i n g p a r t i c u l a r l y distasteful about clothes horses that are flashy and show off their collection. Be understated like the quintessential hotelier, who is a global citizen, representing his brand within the cultural sensitivity of the
same applies to all the writing work that you must do for the organization. As part of your profit protection plan, get your website to do a lot of work for you in terms of publicity, newsletter dissemination and getting the good word out about your company.
believable and notable. Since yours is a Hotel, it is not always important to hire an event management agency. Your banqueting team is also quite qualified to organize the hotel events along with you. With your years of experience in working with designers and getting collateral developed, at one stage you become extremely adept at doing things on your own, especially if you have a creative bent and have a penchant for designing. The
As a Hotel PR person you are part of the Hospitality and Travel Trade. Hence know the Travel industry, its people and its workings well. Learn about Trade events and explore widely what is required from the PR front for representing your Hotel brand in these trade shows. Is there a Media Cell which has worked out a charter of things required to keep the publicity machinery actively pumping pre, during and post the event? Are there customized collateral required for certain markets? How much stock is needed of the standard collateral? Are you in a position to organize interviews and Press meets of your General Manager with the international media at these Travel Marts? The opportunities are endless. A French boss I once worked with, certainly one of my mentors, urged me to acquire wings and travel to see the world. He said that as a Hospitality professional I should love travelling and have an inclination towards exploring other hotel brands during my stays abroad. What a fine and practical lesson there! You can’t get a more real and useful tutorial than experiencing places and hotels first hand.
Web Whiz The Hotel website is your baby, you know
Management that. You have helped develop it or are responsible for keeping it clean and dynamic with up to date information. You are the one that feeds it with new information streaming in from other departments or the Company per se. You work with the IT admin, the SEO consultants and Web designers to make sure that your website remains the best selling tool for the Company and materializes real time sale for it. In today’s world of Social Media deluge you have to be on top of the game of internet PR, Web 2.0 and Viral Marketing. Twitter, Facebook, YouTube are then your new friends on the technology driven media block. Keep abreast of the latest trends and developments and employ them effectively and optimally.
Word Warrior A PR person’s professional life, if it is really filled with something concrete and tangible then it is words – written, spoken, said, unsaid. As the PR expert you write releases, reports, newsletters, backgrounders, briefing notes. You speak
Hotel Business Review
at events, training sessions, interviews, conferences. With such a large portion of your portfolio relying on words – in all their elements – you have to be a wordsmith w h o ca n s p i n t h e m a g i c w i t h yo u r language and not only grab attention but also garner sales with your writing. A tall order that. But something that you need to master! One of the most visible and significant part of my work across the various hotel brands I have worked with has been the body of writing I have left behind. It has been ego boosting to see the Press Releases I wrote, appear again and again, each time with minor tweaking. It has also been highly satisfying to create and leave behind a rich resource of documentation, reports, manuals and other reference material that has proved to be a great bank of archival data and training material for those who have followed. The Hyatts had ‘Feel The Hyatt Touch’ for a long time. And who has not heard of Mandarin Oriental’s ‘I am a Fan.’ During my tenure at The Imperial I had the unique
distinction and first time honour to create these; I would like to think, immortal and unmatched marketing buzz lines – ‘The Imperial Experience,’ AND ‘The Imperial – Elegant, Exclusive, Exceptional.’
Worldly Wise As a Hotel PRO, because you are part of an international Hospitality and Travel industry, because your guests come from all over the globe and because you work in a multicultural / multinational environment, it is imperative that you have an international outlook, be in step with the international PR agencies & the Foreign Media and be abreast with the global trends. Global approach with the local essence should be your method of work and process of thought and you should be glocally savvy. Have a comprehensive world view and comprehensive outside-in thinking. Finally, with a juggler like task with several elemental balls up in the air that you must not drop at any time, you have to be a JACK OR JILL OF ALL TRADES and perhaps a master of few. Enjoy the professional roller coaster ride! n
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Property
Hotel Business Review
In The Lap of Magical Island! Mercure Goa Devaaya Retreat By Sharmila Chand
I
have slurped the drumstick soup greedily as I can’t seem to wait for my jowar chappati, ghee and jaggery. Sitting at Amboi poolside restaurant of Mercure Goa Devaaya Retreat in a pristine island Divar of Goa, I am in the midst of my therapeutic journey. Food is the first critical way to hit the healing button here. It is pure vegetarian with less salt and minimal spices. No sugar, only jaggery. No butter, only cow ghee. And no dessert at dinner time. A great way to kick start the holistic well being process. An urban tired soul needs healing from time to time, thanks to my friend, Richa Khurana Singh for inviting me to attend Carpe Diem Soul Retreat with Life Coach
Getting there: Distance from Goa Airport – 32 km (45 mins, 1 way drive) From Panaji city, –10 km (30mins drive) By train, from karmali station – 5 kms (20 mis drive) From Margao Station – 40 kms (60 mins drive)
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Chitra Jha at Devaaya. We are a group of six and each one is seeking a recuperation process. “Come experience peaceful vibes on the Island of Divinity,” said Richa. How, I wondered as I had not seen Goa beyond the beaches. Doubts played their game in my mind during my drive from the airport to the Retreat when suddenly our car came to a halt near the ferry. Few cars, even fewer two wheelers and half a dozen locals are waiting patiently. Ah, so we are going by ferry, the excitement begins. Now Richa’s words start falling in place. She had said, “You will be away from the world, you will be nicely tucked on a magical island and all that you will see is the calm Mandovi river around you.” Slight commotion gets me back from my revelry as the driver carefully drives on to the ferry. Within 4 minutes the ferry takes us to the other side and we are soon to enter the gates of Devaaya Retreat where Ayurveda, Naturopathy and Yoga work in sync to soothe your nerves and balance your body. The retreat is set in lush green 5 acres of beautifully landscaped gardens and
Where - Mercure Goa Devaaya Retreat is situated on Divar Island off the coast of Goa, surrounded by Mandovi river. Tariff – Ayurveda Therapy Package for 7 nights starts with 77000/ for Superior Single Room occupancy. Rates differ as per packages. Best time to visit – From June to March. offers 57 comfortable AC rooms with modern amenities in Portuguese style along with exclusive 28 therapy rooms, large Yoga Pavilion, Hydrotherapy rooms, Mud bath areas, Swimming Pool, Jogging track and four diet centers serving pure vegetarian diet. “Enjoy a cup of coffee at Manos restaurant, the view of the river and mangroves will bring in a sense of peace and quiet,” says Sanjay Pagi, the GM of the property while welcoming us indicating his favourite corner in the property. Since 2006, Devaaya Retreat has been popular as an ideal getaway and a significant Ayurveda and Nature Cure Centre, offering holistic treatments through
Property
Complete range of Cleaning Chemicals
Ayurveda, Naturopathy and Yoga under one roof. You can choose from various packages – Preventive Healthcare — Healthy Ageing, Detox Programme, Rejuvenation; Pain Management — Arthritis, Back and Neck pain, repeated stress injuries, Post traumatic pains; Stress Management – Diabetes, Depression or Anxiety & Insomnia; Obesity Management and so on. The programs are highly-customized with ideal diet and nutrition plan. Organic vegetarian and vegan meals are served with no oil, no sugar or preservatives. The guests’ diet plan is specifically made by the dieticians based on each one’s body constitution or Body Dosha- Vata/ Pita/Khapa. The Ayurvedic physician prescribes personalized Ayurvedic Therapy programs, after a detailed consultation. These holistic healing programs performed by expert therapists, constitute specific daily routines, regulated nutritious diet, and wellness activities. There’s always an experience to be had
Ideal for ravellers – The serenity of the island makes it an ideal destination to rejuvenate and indulge in a host of amenities at the property. Be it entrepreneurs, corporate professionals, health seekers or retired matures, Mercure Goa Devaaya Retreat offers everyone an authentic Ayurveda, Naturopathy and Yoga treatment making it a perfect place to rest and relax. The wheelchair-friendly resort is a great option if you’re travelling with elderly people. Must-see around the property – Ancient churches on the island including famous Church the Basilica of Bom Jesus, Salim Ali Bird Sanctuary and Latin Quarters of Panjim. One can also explore the spice farms and old temples. at Divar Island. Live a slice of village life with locals celebrating their festivals. Like we did. We got to enjoy ‘The Bonderam Festival’, an old tradition that is exclusive to this island. We danced and sang with a procession of a brass band, children and adults dressed in different costumes, taking part in fancy-dress competitions, a parade of floats and tasting the local fare from the various food stalls. You can also enjoy lazy picnics by the river, fishing with the locals and exploring the village walking. No Smoking zone, no non veg and alcohol-free environment at Mercure Goa Devaaya Retreat makes it the perfect venue for rejuvenating and healing from the stresses and pressures of modern urban life. If you are looking to achieve a transformational experience by addressing your health concerns at a deeper level, Devaaya is the place to be where there is a sincere belief that it’s never too late to bring about a change in your life! n
For Laundry
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To clean heavily soiled fabric & imparts high cleaning properties.
• SUPER BRIGHT-FABRIC SOFTENER
With anti-static properties, it improves the whiteness or brightness of clothes.
• SUPER BRIGHT-SOUR
Removes excess alkalinity, chlorine & detergent from the cloth.
For Housekeeping • CRYSTAL
Ready to use liquid glass cleaner.
• SANITEX
Sanitizer cum floor cleaner.
• TILEX
For tile cleaning.
Available Concentrated range for Glass /Floor / Toilet Bowl Cleaning. Also available liquid cleaner for Dish Wash, Utensils, Crockery and for anti-germicidal treatment. Ask for our detailed catalogue having information of 100 plus cleaning chemicals.
NAVIN POLYCON
Delhi Off.: 81, DSIDC Sheds, Scheme-I, Phase-II, New Okhla Indl. Complex, New Delhi-110020, Phone: 26387377, 26386392, 26386507 Fax: 011-26386063 Mobile: 98102 59863 E-mail: navinpolycon@rediffmail.com www.navinpolycon.com Agra: M/s. Camex India, Ph.:0562-2620720 / 6541904 Mobile: 9837077627 Contact: Mr. Sachin Jain Bangalore: M/s. Celestial Health Care, Mob.: 09343047197 Fax: 080-5504757 Contact: Mr. John Brito Calcutta: Ph.: 033-24554959, 24551558 Contact: Mr. Vipul Jodhpur: M/s. Chemtech Corporation, Mobile: 09829188885 Contact: Dr. A. Hussain
Nov-Dec ’19
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SERVING THE INDUSTRY FOR OVER 2 DECADES
Spa
Hotel Business Review
Relax and Unwind at Spazzo Spazzo, Crowne Plaza Today New Delhi Okhla By Sharmila Chand Chocolate Massage, Jet Lag Therapy, Crowne Therapy and many more. The guests can opt for various Spa t re at m e nts s u c h as Pa r raf f i n H a n d Treatment, Therapy Baths, Manicures and Pedicures, Neck Reflexology, Facials, Body Wraps, Body Scrub, Foot Bath, Food Reflexology as well as beauty treatments. Various Spa amenities include Steam Bathing, Massage Rooms, Sauna Rooms and Hydro Therapy. Every room has an inbuilt steam room. It is the only hotel in the city to boast about the Chromo therapy and water bed therapy in the city. Fitness center is fully equipped with state of the art cardio and strength equipments such as Treadmill, Free Weighs, Stationary bicycle, elliptical machines etc.
W
hen your urban lifestyle gets the better of you and you seek some tranquil moments, check into Crowne Plaza Today New Delhi Okhla and head towards a stairway to your relaxation mode in the form of Spazzo, the wellness centre. Spanning across 1287 meter square area and 2 levels, Spazzo offers a range of holistic Asian and European treatments for true indulgence. As soon as the guest enters Level 1, there is a reception and a comforting seating area where they are served a refreshing welcome drink. The vibrant vibes are set as soon as you enter the area with the energetic music sound coming from the fitness centre on the right. There is a plethora of equipments to choose right from for your cardio to your weight training. There is a beautiful poolside view with lot of greenery behind the mirror ceiling to soothe your eyes. To the left one can spot the Salon for the beauty and styling services. Next is the
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spacious Steam, Sauna and Hydro Therapy rooms. Once you take the staircases to the Wellness Centre (Wellness Sanctuary), the vibe becomes subtle, relaxing and healing. There are four treatment rooms in the Spa namely, Chromo Therapy room- for Signature Crowne Therapy with Hot Water Bed set up, Couple suite room, Ayurvedic Room and Facial treatment. There is a water body, lighted candles, instrumental music, diffused lighting and temperature controlled room to transport the guest to world of complete relaxation. At Spazzo the focus is on creating a perfect blend of conventional treatments as well as modern techniques for best outcome. With aroma diffusers, healing instrumental music, diffused lighting, temperature controlled rooms, Spazzo is certainly a wellness paradise. The holistic therapies from the Spa menu includes Abhyangam, Gentle Breeze, Rejuvenating Bali, Awaken the Spirit,
Special yoga and personal training sessions are conducted in the morning and evening. The fitness centre is operational 24 hours for in-house guests. During summers, there are special swimming packages as well. The Salon offers treatments ranging from hair dressing and styling, shaving, hair colouring, hair spas and treatments, waxing, threading, hand and foot rituals, a complete solution for all in house guests, members and walk in guests. The spa enjoys the distinguishing features such as holistic range of Asian and European therapies, organic facial treatments, Wellness menu, signature Crowne Therapy (hot water bed therapy).
Spa
Creating Healthy Atmosphere Golak Pattnaik, Spa Manager, Spazzo at Crowne Plaza Today New Delhi Okhla Golakh Pattnaik works as a Spa Manager at Crowne Plaza Today New Delhi Okhla (IHG). As a Spa Manager, Golakh is responsible for day to day operations of the SPA and health club. His job roles includes developing and implementing Spa operational goals, Spa menu engineering, designing sales strategies, managing budgets and expenses, business development and team building. Prior to Crowne Plaza Okhla, Golakh has worked with brands like Country Club India, Le Meridien, Ashoka Hotels and Three Graces. He is certified trainer from ISSA. Golakh is a fitness enthusiast with a penchant towards travel, sports and reading. In an exclusive interview with Sharmila Chand, he talks about the spa industry and more… What are the kinds of changes you have witnessed in the spa industry in the past 5-6 years? Gone are the days when people believed ‘Beauty is only skin deep’. The new mantra has modified the saying to ‘Beauty is soul deep’. The growing disposables incomes, changes in consumption and lifestyle patterns, improved purchasing power of women, rising awareness about personal care products has given the much required impetus to the wellness industry. Wellness, which was a thing of luxury few years back has become a necessity in today’s world. An interesting pattern which I have observed at Spazzo is that our international guests are more interested in experiencing the goodness of our Ayurvedic treatments while the Indian guests are more likely to indulge in international treatments such as Thai Therapies and Swedish Cupping. Another parameter for the guests is the usage of Organic and natural products in their treatment.
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Spa
Hotel Business Review
Spa treatments are also becoming innovative with concepts such as Sound Healing, Metal healing, Virtual Reality in Spa and many more. Infact, you would be surprised to know that there is something called Spa for Children. Interesting enough?
What are the current top trends in Spa? Salt Therapies - If you think Salt can only add flavours to your food, then you are probably missing out on the fact that it can spice up your spa session as well. While salt rooms, salt beds and salt lamps have gained great popularity, salt stones are all set to replace basalt stones in popular massage therapies. Infact salt therapies such as Halotherapy have been used since time immemorial to cure respiratory issues. Virtual Reality - Our millennials and Generation Z love virtual reality. So why not to integrate this superb technology in the spa therapies? After all, going to the spa has always been associated with taking an escape from the regular schedule mentally. So don’t be surprised to see VR glasses on you next Spa visit which can transport to you from the beach in Maldives to the snow in Switzerland in a fraction of seconds. Sound Therapy - A tradition derived from Tibetan, Chinese and Indian cultures, sound t h e ra p y i s y e t a n o t h e r sensory guided meditation technique which is becoming an integral part yoga sessions, spa treatments and healing workshops. Soy Candle Massage - Candles have been essentially used in aroma therapy to add to the experience and feel good factor. But a new trend which is gaining popularity is the melted soy candle massage. With zero toxic ingredients, soy wax along with coconut and shea oil have therapeutic effects.
What are the key challenges in opening a spa? Great competition due to mushrooming of Day Spas in the city Offering competitive packages and offers along with best products considering low prices quoted by lot of Spas around Quality consistency from the staff considering long working hours Choosing the right location because that will set the tone for the kind of walk inns
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How do you decide on the spa menu? What factors have to be kept in mind to chalk out a decent menu?
Could you tell us the USP of your Spa? What distinguishes it from others?
The two factors which one must keep in mind while designing the menu is: • Target Customer preferences • Innovation If I talk about Crowne Plaza Today New Delhi Okhla, we are a business hotel. The business travellers need a quick fix after long tiring flights and meeting schedules. So, the duration of our therapies range from 45-90 minutes to cater to such guests. Our signature Crowne Therapy (45 minutes) is highly recommended for such travellers which uses hot water bed and light sensations. Similarly, keeping frequent travellers in mind, we have incorporated a Jet lag Therapy considering the long flight schedules. We need to keep a wow element in our menu which astonishes the guest. This
Spazzo not only provides the best of Asian and European therapies but also has a unique ‘Wellness Menu’ for our guests to promote the concept of mindful eating. Our chefs have curated a very innovative menu that berates the concept of Healthy is Boring. With super foods as their key ingredient, every dish has been designed keeping nutritional as well as taste element in mind. After all, you are what you eat!
Do you have some customized treatments? At Spazzo, we curate seasonal packages with essential therapies that can help our guests do away with the skin and hair woes caused due to changing weather. Currently we have our Monsoon packages with therapies such as Dead Sea Salt Scrub, Cucumber Honey Facial, Awaken the Spirit Massage, Foot rituals and much more at a steal deal of INR 3999 and INR 5999 Only. S i m i l a r l y we re co m m e n d g o o d n ess p a c ka g es fo r t h e would-be-brides which include a careful selection of organic facials, holistic massages, milk ro s e wate r b at h s a n d fo ot pampering rituals for a glowing skin for the big day.
What is your favorite treatment to receive? Why? could be a virtual tour or a sensory-guided meditation or even an amusing therapy capable of generating curiosity. Spa should just not be about relaxation but a next level of experience.
What do you enjoy most about being a Spa Head? I am fitness and a wellness enthusiast myself; hence this is the area that interests me. It is always motivating to work with likeminded people and to help people achieve their fitness as well as wellness goals. At the same time, if I talk about the managerial role, it is very challenging and inspiring. It is very important to create a healthy work atmosphere considering the long working hours for our staff. This is crucial as behind all the therapies and products is the therapist whose p e rfo r m a n ce ca n m a ke o r b re a k a n experience.
Fo r m e, o u r t ra d i t i o n a l Ay u rve d i c therapies are the most impactful ones. At Spazzo, my go to treatment is Abhyangam, an oil based therapy which has magical healing properties. From fatigue and headache issues to immunity building and improving muscle tones, Abhyangam is a sixty minutes of pure bliss. If I talk about the benefits of this Ayurvedic Therapy, it includes strengthening sensory and motor organs, maintaining colour and complexion of skin, preventing the signs of aging, skin dryness and itching, reducing hair fall, toning up the blood vessels and nerves, thus preventing nervous disorders.
Any other point you wish to make? I would also like to mention our special Happy Hours where all the guests can avail any Salon and Spa treatments between 11 am to 3 pm (during weekdays) at half of its original price. n
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Housekeeping
Hotel Business Review
Heart of Housekeeping Training housekeeping staff on the cultures of different countries can go a long way in ensuring repeat visits by guests By Jyotismita Sharma
A
bs e n ce m a kes t h e h e a rt g row fonder. So goes the old saying. Now apply this as a metaphor to the housekeeping department in the hospitality landscape and you will understand how important the housekeeping department is to the growth of a hotel. To make things clearer, just ask yourself a question. Have you ever offered a tip to the housekeeping staff doing all the cleaning in your room and arranging all your stuff scattered all over the place? The answer to this question is likely to be “no” for most guests visiting hotels in India. But they are unlikely to forget to tip the waiter at a restaurant. The point here is that while jobs in most departments of the hotel are often well appreciated, the job of the housekeeping staff often go unnoticed. But people will immediately realise their importance if the job is not done by anyone. So the importance of the housekeeping staff is best understood in their absence, just as we tend to feel more for the loved ones when they are away from us.
Connecting with Guests In fact, not only people tend to overlook the job of the housekeepers, but they
Sai Khavle
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often oversimplify their work and bracket it within the parametres of cleaning and keeping the premises tidy. But in reality, the housekeeping staff perform far more important job than just carrying out the cleaning task. Above all, they connect with the guests and play a huge role in increasing guest loyalty. “Housekeepers are the engines that help the motor run. Their presence and perfection might go unnoticed most of the times by the guests, but their absence makes a huge impact on their overall loyalty and the hotel’s brand image,” explained Sai Khavle, Executive Housekeeper, Holiday Inn Mumbai International Airport. But housekeepers sometimes need to go beyond the obvious to impress their guests. To become a good communicator, it is important for them to understand the non-verbal cues of the guests. “There is a lot of scope for housekeepers to increase guest loyalty by noticing small hints that are left by the guests. For example, one can observe which side of bed does the guest sleeps on and ensure the bed is turned accordingly during turndown service or find out which side does the guest leave their toiletries or stationary and organise things accordingly to make it more convenient for them and easily impress one. We even help the guests celebrate their stay by making beautiful flower arrangements and towel art,” Khavle said. Himanshu Drawid, Executive Housekeeper at Novotel Imagica Khopoli in Maharashtra, however, feels that while a personal connect with the guests is vital for increasing guests loyalty, adequate data about their preferences and dislikes may make the job much easier. “Making guests feel at home is the priority of housekeeping team. The loyal guest is always passionate about the brand and the connect is emotional most of the
time,” Drawid said. “As most of hotel chains have guest data in system connected with all the units around world, it’s very important to collect the data and proactively use it for the enhancement of guest experience. Small things like placement of the amenities as per the liking of a guest makes a big impression,” he said. Security is another aspect in which the housekeeping staff plays a key role by being the eyes and ears of the property. Rana Chetia, Executive Housekeeper at Novotel Kolkata Hotel & Residences feels that the role that housekeepers play in ensuring security of the guests’ belongings also leads increasing guest loyalty. After all, who would like to make a repeat visit to a hotel where they experienced theft?
Training is Key But more importantly, to help housekeeping staff play a positive role in increasing guests loyalty, it is important for them to be adequately trained. And it does not mean training in the guest loyalty programmes of the hotel alone. “We believe that creating a guest-centric culture always helps to makes the guests
Himanshu Drawid
Housekeeping feel special. To increase the guest loyalty, a housekeeping team member should be trained to interact with guests. Communication is the key to understand the guest preferences, which definitely makes the guest to come back again,” Chetia said. “Also training on understanding the non-verbal communications in a guest rooms will help to understand the guest preferences better. This would be helpful to provide exceptional services through simple meaningful gestures and increase guest loyalty,” he added. Khavle of Holiday Inn Mumbai International Airport pointed out that training the housekeeping staff in cultures of different countries can go a long way in ensuring repeat visits. “A hotelier needs to have a quality of empathy to understand any training given to them. Being Indians, we are blessed with that value. The staff need to pick up the small clues to make a guest stay more comfortable. Role plays and situations need to be shared with the team for them to be creative and think out of the box. New trend going on these days for winning guest loyalty is by training the team members on the cultures of different countries which helps them understand the expectations of the guests,” she said. “Getting a good housekeeping staff is a challenge now a days. So we have to train the staff from very basics. For guest loyalty improvement, the staff requires vigorous training on guest loyalty programmes, guest handling, body language and communication,” said Drawid.
Housekeeping Budget So the scope of the job of housekeepers has expanded greatly today. Moreover, the issues of sustainability and global warming have also changed the nature of the housekeeping job greatly. The housekeeping department is now expected to introduce green measures in their day-to-day functions and also educate guests on the importance of saving our resources for a better future. For example, hotels around the world have now started using dispensers for shampoo, conditioners, bath gel and lotions instead of using plastic bottles. The trend of using herbal products even for cleaning purposes has also caught up with most luxury hotels. As Khavle pointed out, most hotels have also significantly reduced water consumption by installing low-flow showerheads, implementing a linen and towel reuse programme and a leak detection and repair programme. Moreover, dishwashers are run only when completely full, the water used in ice machines is re-circulated, and infrared sensors operate in the urinals of staff and public washrooms. Lot of major brands are either already following the practice of recycling or working towards replacing the small toiletries bottles with dispensers. Many have also put in place measures to reduce energy consumption in the property. But as the responsibility of the housekeeping department has grown, has their budget also moved northward? Or has the focus on sustainability reduced the expenses for the department? According to Khavle, the housekeeping budgets have grown in line with the overall rise in expenses due to inflation. “Approximately 60 per cent of the housekeeping budgets are salaries and wages of staff. It’s a myth that spending more on housekeeping guarantees an increase in guest satisfaction with hotel cleanliness,” she said. “The high standards of operations can be achieved without straining a budget when the right practices are in place. Using chemicals as per their dilution ratio or making the team aware of the cost implication of each amenity to avoid misuse are examples of such practices,” Khavle said. Chetia also agreed that the increase in housekeeping budgets are in line with the inflation rate. “The housekeeping expenses are always directly proportionate to room’s revenue. The annual total housekeeping expenses per occupied room is mainly related to no. of rooms sold,” he said. “Even though the housekeeping expenses budgets are increasing with overall hotel budgets, the expenses can be controlled through minimising wastage and other measures such as expenses forecast, regular monitoring of consumables and controlling the requisition system of fast and slow moving items,” Chetia explained. n
Mareno ALI Group srl Via Conti Agosti, 231 31010 Mareno di Piave (TV) - Italy +39 0438 4981 mareno@mareno.it www.mareno.it Nov-Dec ’19
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P ro d uct Previ ew
Hotel Business Review
Adjustable Salamander
Hose Reel
Machines for reheating pizzas, grilling continental dishes, sausage rolls & others and defrosting readymade dishes is preferred series and highly desired in the industry. So AKASA has come up with the Adjustable Stainless Steel Electric Salamander, With a choice of cooking heights (adjustable travel distance of 200mm), chefs have precise control over heat intensity and heat distribution. This also brings the added benefits of significant energy saving and a cooler kitchen ambience as heat is far more focused than with a static salamander. The unique features and flexibility of the Akasa’s New Adjustable Salamander make it easy to operate, energy efficient and highly functional in any kitchen. Self balancing grill height and temperature control functionality allows for precise cooking of every item, with specially designed ergonomic operator control knobs designed to minimize liquid infiltration. With the capability to cook, grill, hold and reheat its ideal for your banquet, hotel, restaurant, food court or any food outlets Akasa International akasaintl@gmail.com
T&S Brass and Bronze Works, a leading global manufacturer of innovative foodservice and commercial plumbing products, has acquired Italian manufacturer Klarco SRL, creating a union of two of the oldest and strongest family-owned plumbing manufacturers in the industry today. Some of the key products that Klarco manufactures include a 20m Hose Reel as well as a single-lever faucetwith a pull-out spray and lever handle. The 20m hose reel comes with the heavyduty NITO-2 Combi Spray Gun (connection is 1/2 G) for industrial cleaning, has anti-friction rollers and swivels on the hose to reduce wear and tear of the hose, is suitable for food contact, and comes with a stainless steel external reinforcement spring to protect the hose from excessive band radius, among many other features. The casing and wall bracket are made of polishedAISI 304 stainless steel. The spray gun has a trigger with safety lock to prevent accidental spraying and has been designed with ergonomics in mind as well as a heat-insulated handle. The single-lever faucet is a deck-mount mixing faucet with an adjustable spray-jet pull-out spray and has lightweight nylon lever handles that allow for great precision in its positioning while preventing the accidental closing of the water flow. It’s also equipped with a ceramic mixing cartridge for durability and quality. T&S Brass and Bronze Works, Inc. rchowdhury@tsbrass.com
Smartphone is the Key Since 1945, MIWA Lock Company Ltd. has emerged as Japan’s foremost provider of high-performance locks and security systems. Today, its reputation for quality and reliability has made MIWA the choice of leading hotel chains around the world. MIWA has setthe global standard for programmable lock technology. MIWA from Japan has introduced Bluetooth enabled RFID electronic lock, which can use for hotel guestrooms.This operates by using smart phone as a key. Just launch a special app.(KEYMO (BLE) - Miwa m o b i l e key sys te m ) , ta p the unlock button and then wave the phone over the lock(only a guest’s mobile can be used), and locked door of the guestroom would be opened. This state-of-the-art system facilitates guests as well as hotel staff to enter and exit guestrooms on premises. Vista Hospitality Solutions, is the authorised sales and service partner for Miwa Locks from Japan in India. Vista Hospitality Solutions info@vistahospitality.co.in
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Guestroom Supplies Established in the year 1975, “Modern Cosmetic India” is recognized among the noteworthy manufacturer and exporter of a broad assortment of Hair Shampoos, Bathing Gel, Herbal Shower Gel etc. The company also deals in third party manufacturing and contract manufacturing of products. These products are manufactured with modern technologies and skilled workforce. Due to their optimum quality these are highly acknowledged by their clients. To cater the bulk order requirements of the offered products, they have developed a highly efficient infrastructure unit at their premises. All units are operated by experts, who are well-experienced and versed in their respective domains. Furthermore, the sound storage capacity enables them to keep ready stock to meet the bulk and urgent requirements of the clients. As a result of quality assured products and timely delivery schedules, they are able to build a huge client base, sprawling across the market. They also export products in Oman. Modern Cosmetic India moderncosmeticsindia12@yahoo.com
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www.cremica.com
Premium kettle crisps made with olive oil. Available in 8 exciting international flavours.
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Piri piri zesty wasabi
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spicy barbeque Fiery sriracha
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Cheese Jalapeno tangy chipotle
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