Editorial
HOTEL Business Review
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
Publisher cum Editor
Rajneesh Sharma rajneeshhammer@gmail.com
Associate Editor
Swarnendu Biswas Resident Editor
Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Sub-Editor
Tapapriya Lahiri Layout & Design
Hari Kumar V Narender Kumar Photographer
Mahendra Singh Mehta Production Controller
Vinay Goel Production Assistant
Mamta Sharma Advertising Sales Delhi: Kunal Gujral Mumbai: Rajesh Tupsakhre Subscription Sales
Dattaram Gangurde Director Sales
Sanjay Anand Director Operations & Finance
Rajat Taneja Editorial & Advertising Offices: Delhi:
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E-mail: hammerpublishers@vsnl.net Website: www.hbrmag.com Š 2011 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 1202, Pragati Tower, 26 Rajindra Place, New Delhi. Printed at Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028. Annual Subscription rate within India is Rs. 450 and overseas US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 overseas. Cheques are payable to Hammer Publishers Pvt. Ltd. Editorial Policy : Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.
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With the growing environmental awareness spearheading through the global village, green hospitality is gaining currency. This global trend holds true for India too. Yes, not only the outbound tourists with lots of disposable incomes, but also many environmentally conscious, globally aware and relatively affluent domestic tourists are voting for green hospitality in their leisure and business trips within the country. And in the realm of a people-oriented sector like hospitality, demand seldom does remain unmatched by the supply. No wonder, nowadays many discerning business and leisure tourists have lots of eco-friendly hospitality options. These new-age properties are striving to ensure that their valued outbound and domestic guests do not need to compromise on their healthy eco-friendly lifestyles in their frantic business or rejuvenating leisure travel itineraries. Many properties of prominent domestic and international hotel chains with presence in India are opting for a host of eco-friendly practices to cater to the environmentally conscious tourists, which over the years, may bolster the image of India as an eco-friendly destination. However, the concept of green hospitality in India is not limited to some select five-star properties of nationally and internationally reputed hotel chains but is also spread across stand-alone idyllic resorts and home stays, and tented accommodations. As the eco-friendly properties require more investment on an average as compared to conventional hospitality properties of similar scale and level, many budget or economy hotels may be reluctant to invest in a host of green initiatives. There is no denying the fact that installation costs of many of the energy saving systems are high. But their management should remember that eventually the apparent as well as latent benefits of green hospitality properties tend to supersede their initial incremental investments, besides contributing towards improving their corporate image. In this regard, I think our government should make earnest efforts to encourage the launch of more green hospitality properties through slew of additional benefits and concessions, which would further give an impetus to this movement where increasing environmental consciousness has the potential to match the increasing bottom lines in the long-run. In our own modest way, I hope that our Cover Story on green hospitality would encourage more hoteliers in India to take the green route. Besides the growing emergence of eco-friendly hotels, resorts and home stays, the concept of luxury in high-end leisure and business hotels of India is taking a new dimension. No wonder, a great many high-end international hospitality brands are increasing their presence in India and the leading Indian hospitality chains are raising their bar in terms of unadulterated luxury and customised service. This is another happening trend in the business of Indian hospitality that needs detailed exploration. And we have strived to do so in our Business Story. Of course, besides these, our regular features on property, spa, F&B, design, etc. are also ready to keep prevent your interest from flagging between the pages.
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
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inside COVER STORY
Green hospitality may seem to be a fashion statement, but actually it is a necessity of our times.Today, business and leisure tourists travelling to or within India can find a host of eco-friendly hospitality options to suit their needs and lifestyle.
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F&B
In the Indian hospitality industry, the business of banqueting probably never was so much in demand as it is presently.
BUSINESS
Large numbers of leisure and business tourists from across the world are visiting India, who are often in need of luxury hotels for accommodation. Their inflows are supplemented by inflows of domestic tourists with high disposable incomes.
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PROPERTY
Noor Mahal doesn’t look like a conventional five-star property at a first glance. Surrounded by greenery, to me it emerged as a majestic palace of a Maharaja, from a distance.
SPA
The Heavenly Spa at The Westin Mumbai Garden City offers a world class spa experience. It blends traditional therapies seamlessly with modern spa concepts, which help to relax and rejuvenate.
DEPARTMENTS 04
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DESIGN
Sinclairs Retreat can be construed as a green haven in the Dooars Valley, which stands out as an example of how architects and interior designers have used natural materials to create an ecofriendly retreat.
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News Scan
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Appointments
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Report
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Focus
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Product Preview
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Classifieds
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Business Opportunity
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Interview
Cover Pix: Lebau Lobby
Sept-Oct ’11
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Event
HOTEL Business Review
th
The 7 International Hotel Expo 2011 to Hit Macau
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he International Hotel Expo is all set to stage the show again at Cotai Strip® Cotai Expo™ (The Venetian Macao) from 23rd – 25th November 2011. Profound and remarkable success gained in the previous six years of presentations has determined the continual achievement of the show. The show is dedicated for providing an ever-improving platform for the professionals to strengthen communication and cooperation amongst the hotel industry players and vendors. In this year’s presentation, nearly 100 exhibitors originating from France, Japan, Pakistan, P.R. China, Singapore, Spain, USA, Hong Kong, Macau, etc would showcase their state-of-the-art products and services ranging from substantiated objects (hotel equipment & supplies, furniture, food, wine, coffee and so on) to conceptualised ideas (hotel service, IT technologies and so forth). Participants would include General Managers, Senior Executives and Procurement Directors and Managers of hotels, key management from global sourcing companies, decision makers from renowned catering groups, property investment companies, design & architectural companies, influential service providers and so on from the whole of Asia-Pacific region and outside.
Here, the outstanding and eminent industry operators would be praised and highlighted during the various prestigious award ceremonies, namely The Best Hotel Furniture Suppliers, Macau Int’l Lotus Cup Hotel Furniture Design Competition, GHM Best Business Traveler-Beloved Hotels, GHM Best Chefs, to help and increase the respective winner’s reputation and chances of exposure.
Highlights of this Year The 5th Asian Hotel General Managers Forum: Would have gathering of some 250 General Managers and key Executive Directors representing various influential hotel and hospitality associations to unravel innovative management concepts, the latest industry trends and developments. The 4th Seminar on Cooperation between Hotels & SMEs Incorporating Business Matching Would provide the optimum platform for the industry players and SMEs to carry out the networking business. Coffee Culture Workshop Would offer the talents a unique stage to demonstrate their noteworthy techniques and foster the nurturing of the coffee and latte professionals. Spa & Wellness Forum Would explore the latest developments of the relevant industry and introduc e
novel ideas.
TRAFS is Rescheduled Due to current flood situation in central region of Thailand and possible threats of upcoming floods in Bangkok, TRAFS 2011 is rescheduled from 27-30 October to 24-27 November 2011. The venue will remain same for the exhibition; at the Bangkok International Trade and Exhibition Centre (BITEC). This is the fifth edition of Thailand’s food and hotel exhibition which was about to grab more than 25,000 visitors from 45 countries, including Indian businessmen and hoteliers. Staged on a 10,000 sq m space at BITEC on the eastern outskirts of Bangkok, near the International Airport, the exhibition is about to showcase a full range of latest hotel equipment, supplies of Chefs, F&B, housekeepers and laundry. The products of restaurants, coffee, bakery and ice-cream shops are going to steal the show.
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E V E N T S’ C A L E N D E R ANUGA 2011 8-12 October 2011 Cologne, Germany www.anuga.com HOST 2011 21-25 October 2011 Fieramilano, Italy www.host.fieramilano.it Annapoorna World of Foods India -2011 16-18 November 2011 Bombay Exhibition Center, Mumbai www.worldoffoodindia.com TRAFS 2011 24-27 November 2011 Thailand Retail, Food & Hospitality Services Hall 103, Bangkok International Trade & Exhibition Center (BITEC) www.thailandhoreca.com Fine Food India 2011 5-7 December 2011 Hall 14, Pragati Maidan, New Delhi www.finefoodindiaexpo.com Sweet and SnackTec India 2011 6-8 December 2011 Bombay Exhibition Center, Mumbai www.koelnmesse-india.com PIFBEX 2012 & Horeca 2012 Philippines 1-4 March 2012 Philippines International Convention Centre, Manila www.pifbex.com Aahar 2012 12-16 March 2012 Pragati Maidan, New Delhi www.aaharinternationalfair.com Alimentaria 2012 26-29 March 2012 Fira de Barcelona’s Gran Via Venue Barcelona, Spain www.alimentaria-bcn.com Ethnic Foods Europe 2012 27-29 March 2012 Brussels Exhibitions and Conference Centre, Brussels www.ethnicfoodseurope.com FHA 2012 17-20 April 2012 Singapore Expo, Singapore www.foodnhotelasia.com SIAL China 2012 9-11 May 2012 Shanghai New International Exhibition Center Shanghai, China www.sialchina.com
Event
HOTEL Business Review
Alimentaria 2012: An International Platform for the F&B Industry
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limentaria, an international food and drinks exhibition, will return to Barcelona, Spain, on 26-29 March 2012. The slated event will focus on competitiveness, international expansion and brands in the food and drinks industry. Alimentaria 2012 will introduce two new exhibition halls at Fira Gran Via venue and expects to provide product offerings and culinary, business and innovation activities, spread across close to 95,000 sq m. The International Pavilion is geared to become one of the hot spots of the show. Its new location will be in Exhibition Hall 2, next to autonomous community groups. It will occupy more space than it did in the previous edition of Alimentaria. With a spectacular audio-visual set up, the Alimentaria Hub will serve as the show’s great public square. It has been conceived as a gathering place where exchange of ideas, reformulation of knowledge and exploring the future discussion points for the food and drinks industry will take place. The Alimentaria Hub, which will be spread across 4000 sq m in Exhibition Hall 7, is intended to focus on seven conceptual themes, which are product innovation; research, development and technological innovation; nutrition, health and wellness; international expansion and globalisation; distribution and retail; marketing and communication; and corporate social responsibility. The event is expected to attract the presence of 4000 companies, with one third of them from abroad. The event is also anticipated to attract14000 buyers, with 25 percent of them being international. The 2012 edition of Alimentaria, like its previous editions, will once again feature delegations
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from all over the globe, which include the presence of institutional stands from Italy, France, Germany, the UK, Portugal, Austria, Belgium, Bulgaria, Croatia, Romania, Poland, Ukraine, Turkey, Cyprus, Mexico, Argentina, Colombia and the US. Iran, Japan, China, Thailand, Sri Lanka, Taiwan, Singapore, Vietnam, and India are some of the Asian countries which will have a presence at Alimentaria 2012. China will be doubling the space occupied by its institutional delegation in comparison to the previous editions of the show. One of the major new features incorporated into Alimentaria 2012 is the creation of the ‘guest country’ category. For this edition of the event, the guest country will be Mexico, which is expected to play a major role in the entire show. Since its beginning more than 30 years ago, Alimentaria has embodied a desire to be a major macro exhibition with a firm commitment to meet the industry’s needs. To this end, its division into separate shows and the highly specialised range of product offerings make this singular trade fair endow with an extraordinary ability to facilitate business for the professionals who attend this event. “Alimentaria’s success is based on its great professionalism, significant knowledge of the sector and the experience gained over its long history,” informed JosepLluis Bonet, the President of Alimentaria 2012 Organising Committee. Alimentaria 2012 will be comprised of 12 shows. They are Organic Food; an organic food show, Congelexpo; a frozen foods show, Expobebidas; water, soft drinks, beer, must and cider show, Expoconser; preserves and semi-preserves show, Intercarn; a show of meat and meat products, Interlact;
milk and dairy products show, Interpesca; a show of fish and seafood, aquaculture and farmed fish products, Intervin; wine and spirits show, Mundidulce; sweets, biscuits and confectionery show, Multiproducto; a general food products show, Olivaria, a show of olive oil and vegetable oils, and Restaurama; an international eating out show. Alimentaria 2012 can become an ideal promotional venue for the participating companies. The show is expected to offer a wonderful platform which would enable companies to get the most out of their presence at the event, and also through activities which facilitate international business contacts. For the second consecutive year, Alimentaria 2012 will host Taste & Flavours, under whose umbrella, more than eighty virgin olive oils, Iberian pork products and a special selection of wines will be offered for tasting. This event will give the visitors the chance to savour some wonderful samples of Spanish and international cuisines. The Taste & Flavours will endeavour to present high quality offerings of these three sectors of gastronomy to national and international buyers, cooks and restaurateurs among others. At Alimentaria 2012, six future stars of the Spanish culinary world will come to Barcelona to compete for the Chef of the Year award. Restaurama will be the venue for the final, which will take place on 29th March. The panel of judges would be headed by the holder of the three Michelin stars, Martin Berasategui. For further information contact: E-mail: prensa@alimentaria.com Website: www.alimentaria.com
HOTEL Business Review
Vivanta by Taj, at Yeshwantpur With 327 rooms and 18,000 square feet banquet area, Vivanta by Taj was opend at Yeshwantpur, in Bangalore. It is the largest Vivanta by Taj property till now, located at Tumkur Road. This is the 21st Vivanta by Taj property and the third such property in Bangalore carrying this illustrious brand name. To set up this Rs. 230 crore property, IHCL has joined hands with RNS Infrastructure Pvt. Ltd., Karnataka. The hotel has Shimmer, a fashionthemed bar; Paranda—the Indian restaurant; Palette—an all day dining restaurant offering oriental, continental and Indian cuisines. Mediterranean food buffs can savour at Azure— the Mediterranean restaurant, which serves Moroccan, Greek and Lebanese cuisines along with the finest wine selection to match the cuisine. Besides, the hotel will cater to different corporates with a two high-tech board rooms. Besides, the Vivanta is well-equipped with Jiva Spa, gymnasium and a salon. Veer Vijay Singh, COO—Upper Upscale Hotels, IHCL added, “Bengaluru is the first city in India with the presence of all the IHCL brands.” The General Manager of Vivanta by Taj, Pep Kumar said, “The hotel is environed by plushy residential complexes and an industrial area which will draw huge guests from the MICE category”.
News Scan
Travel Advisories May Affect the Hospitality Business In the fag end of October India has been subjected to a series of travel advisories, which may affect the outbound tourist inflow to the country, and in turn negatively influence the hotel bookings. The travel advisories against India were issued by the US, the UK, Canada, Australia and New Zealand. The apparent reason put forward behind these travel advisories during the festive season is the terror threat in India during this time, which of course has not managed to impress the Indian government. The Union Tourism Minister Subodh Kant Sahay has rightly termed this move as “scaremongering.” He told that he had taken up the issue with the External Affairs Ministry and asked it to persuade these countries to withdraw the travel advisories immediately. Meanwhile, the Indian tourism and hospitality industries are feeling the jitters, as a cancellation rate of 10-15 percent is feared. As adverse advisories increase travel insurance rates, which may prompt many potential visitors to India to change their travel plans and opt for Thailand or Sri Lanka instead. The President of Hotel Association of India, Nakul Anand viewed that the advisories issued from large source markets like the US and the UK would adversely influence the inflow of business and leisure travellers in the country.
Mayfair Group Takes Over Oberoi’s Gopalpur Hotel @ 10 Cr Eastern India’s leading premium hotel chain, Mayfair group has acquired the Oberoi’s Palm Beach property at Gopalpur in Orissa, at a cost of Rs. 10 crore. This Oberoi’s property is the third oldest propery of the hospitality group, after its properties in Shimla and Kolkata. The given property at Gopalpur is spread accross an 11-acre plot for which the group has proposed to invest upto Rs. 25 crore for refurbishment. It is about to reopen by March next year. The new owners are about to increase the number of rooms from nineteen to thirtyfive. Besides, Mayfair group is all set to strengthen its ground in Kolkata, Puri and Satapada. The proposed 1.5 acre five-star deluxe property in Kolkata is about to cost Rs. 60-70 crore, including the land cost. The hotel will be located within 3 kilometers from the airport. Satapada will witness a sylvan resort on a scenic sea mouth, where the Bay of Bengal meets the brackish Chilka Lake.
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HOTEL Business Review
Kolkata Flaunting a New Boutique Hotel A swanky boutique hotel named Casa Fortuna, located at AJC Bose Road (near Calcutta South Club), Kolkata was opened recently. The four-storeyed boutique hotel is designed to cut off the din with sound-proof glass windows wrapping the entire wall. The edifice houses 26 rooms with a roomy lobby and is embellished with light-shaded wood panelled walls and modish furnitures. The first floor of the ‘strictly vegetarian’ hotel has Casa Kitchen— a multi cuisine restaurant and bar—offering kebab platters, Chinese delicacies, and continental fare. The nine rooms at the top floor offer a broad view of the streets below. Casa Fortuna was conceptualised more than a year ago when Jatia Proprietory, who owns the French Motors, decided to “break away from the monotony” and endeavour into the hospitality industry. “Sandeep Jatia, the Director of the hotel, said, “Our main aim is to cater to both the business and holiday travellers at a same time.” The business idea behind this hotel was to deliver top-of-the-line ambience, aesthetics and amenities at affordable prices as compared to other five-star hotels. The hotel also grabbed the best location in the city. The guests have to shell out Rs. 6,000 for a double deluxe room and Rs. 5,000 for a single deluxe room.
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News Scan
New 3G Wi-Fi Service at The Taj Mahal Palace Mumbai The Taj Mahal Palace, Mumbai has installed 3G Wi – Fi services in the hotel’s Jaguar Landrover fleet of cars. The service was launched in alliance with Tata Teleservices. Here, the guests can share the Wi-Fi service with upto five users or devices, simultaneously, to access Internet. This user friendly wi-fi router would be accessed through a secured network and has a high downlink speed. Faisal Momen, the COO of Inditravel, said, “We are proud to break new grounds with this wonderful technological advancement of the Tata 3G Wi-Fi router. Indian Hotels Company Ltd. (IHCL) is dedicated to offer world-class services and the premium hospitality to all our guests and will be continuing to do so in the future.”
HOTEL Business Review
News Scan
Sheraton to Showcase ITC Hotels Adjudged ‘People’s Health and Fitness Choice- Most Trusted Hotel Programme in AsiaBrand India’s premier hospitality chain, ITC Pacific hotels, was adjudged as the ‘Most Trusted Sheraton Hotels & Resorts Worldwide has introduced a new health and fitness programme, named as ‘Sheraton Fitness Programmed by Core Performance’ in Asia-Pacific. The Sheraton Hotels’ owners had rolled out 120 Million USD to set up the programme. The four features of the holistic programme are mindset, nutrition, movement and recovery, which the guests can experience during their stay. Here the visitors will be able to enjoy the fitness regime through multiple touch-points. Hoyt Harper, Global Brand Leader, Sheraton Hotels & Resorts said, “With a global trend of clubbing fitness and travel, it feels very ecstatic to start our new fitness programme in Asia-Pacific.” “Sheraton Fitness Programmed by Core Performance offers a great multitude of programmes and services to help guests enhance their overall fitness regimen and performance before, during and after their stay,” asserted Harper.
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Hotel Brand’ at the inaugural ‘Times Travel Honours’ ceremony; held on 12th October in Mumbai to celebrate ‘Excellence in Travel & Tourism.’ ITC Hotels, with its trademark of Namaste symbol, is synonymous with Indian hospitality. ITC Hotels were accorded this distinction in the ‘Public Choice Honours’ category that recognises a brand that is considered as trustworthy by the public. The awards, aimed at recognising significant achievements in the travel and hospitality industry, is validated by consultancy firm Ernest and Young. Of the 29 awards spanning various categories, the ‘Public Choice Honours’ were adjudged through public voting on the Internet and by sms. Overwhelmed by the recognition, the Executive Director of ITC Ltd., Nakul Anand said, “This recognition by our guests is testimony of their endorsement of our brand as it continues to deliver on our guiding principles of ethical business practices and service excellence. It further reinforces our commitment to deliver on our brand promise of ‘Responsible Luxury’.”
HOTEL Business Review
News Scan
The Westin Sohna — Resort and Spa Crowned ‘Best 5 star resort hotel 2011’ The Westin Sohna, Resort and Spa has been conferred with the ‘Best 5 star resort hotel 2011’ at Today’s Traveller Award 2011 ceremony. The hotel is known for its luxury, comfort, impeccable services and amenities. The event was held at The Taj Palace New Delhi. Today’s Traveller Awards recognised outstanding performers in the travel and tourism sector. One of the ‘next generation’ luxury resort hotels with distinct amenities that combine business and leisure facilities, The Westin Sohna, Resort and Spa is a statement in classiness and opulence. The 97 room property is located amidst 37 acre lush green site. Speaking on the occasion Sanjay Sharma, Complex General Manager, The Westin Gurgaon, New Delhi and The Westin Sohna, Resort and Spa, said “Winning this prestigious award is recognition of the highest standards of service and warm hospitality that our team constantly delivers to our guests. It is specially rewarding given that the hotel has been in the market for over four years now. This award reiterates our commitment of delivering only the best to our patrons.”
Carlson Opens Park Plaza in Coimbatore Carlson, a global hospitality and travel company, has recently opened the 107-room Park Plaza Coimbatore. This is the Carlson’s sixth Park Plaza property and its 40th hotel in India, bringing the total number of its rooms in India to 4,027. This latest addition reinforces Carlson’s position as the largest international hotel operator in India. Ideally situated within easy access to the city centre, CODISSIA Trade Centre and Coimbatore airport, Park Plaza Coimbatore makes it convenient for business travellers visiting South India’s textile, manufacturing and information technology hub. “Park Plaza is fast becoming a choice for hotel owners as they appreciate the value of the brand and its resonance with business and leisure travellers. In Asia-Pacific, the number of operating Park Plaza hotels and resorts will increase from 15 to 25 by 2014. This augurs well for Carlson as trends continue to indicate high travel growth into and within Asia-Pacific,” conferred Simon C. Barlow, President, Carlson Hotels, Asia-Pacific.
Another Award in Courtyard’s Pouch The Courtyard by Marriott, Gurgaon has again been honoured with Today’s Traveller’s Award for Best Business Hotel - North India, for the second time. The award was presented by Subodh Kant Sahay, the Union Minister for Tourism. Matthew Cooper, the General Manager of the Courtyard by Marriott, Gurgaon was overwhelmed. He said, “We are very proud and excited to receive this much coveted award for the second consecutive year.” According to him, “It is the dedication and great service of the Marriott associates which has brought such accolodes to the hotel.” Besides, Red Zen, a pan Asian noodle bar located within Courtyard by Marriott, Gurgaon, has been bestowed with Franchise India’s Best Foreign Cuisine Restaurant of the Year 2011. This pan Asian gourmet getaway serves cuisines like Thai, evergreen Chinese and fresh flavours of Japan.
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HOTEL Business Review
FCML Wins ‘The Best Showroom Award 2011’ The flagship FMCL store at Sultanpur in New Delhi has been awarded ‘The Best Showroom Award 2011’ at the Cersaie— the most important ceramic tiles and bathroom furnishings fair at a global platform, this year. The award has been rated by, AIP, Angaisa, Assobagno, Bathroom Design, Cersaie, Confindustria and FEST. The store has recently added a futuristic dimension to the luxurious bathroom space which blends in the elements of art and lifestyle to make restrooms spacious and a part of the living area.
News Scan
IRCTC to House Budget Hotels in North-East To cater to the budget travellers and tourists at reasonable rates, IRCTC will soon set up budget hotels in the NorthEast. The hotels will be build on build-operate-transfer model and will run on lease for 25-30 years. The purpose behind this model is to endow travellers with clean and healthy accommodation at affordable rates. Approximately, 3000 square km of land is to be required for the project. Indian Railways has directed IRCTC to develop, operate and maintain budget hotels through public-private partnership. “Assam government had indicated green signal for the allocation of desirable plots at Betkuchi, Kamakhya, Kaziranga, Sivasagar and other places,” said Kaushik Banerjee, the Regional Manager of IRCTC (North-East). Banerjee further added that following land allocation, the project will be flagged off and will be completed as early as possible. The hotel tariff will start from Rs. 700 and there would be at least one restaurant each in these proposed hotels.
Pullman Gurgaon to Cater to Leisure Travellers The opening of Pullman Gurgaon Central Park has marked the entry of the brand into the sub-continent. Located in the corporate satellite city of New Delhi, Pullman Gurgaon Central Park is a fresh approach to chic Indian accommodation. Featuring 285 rooms and suites, the property offers amenities and innovative services to meet the high standards of convivial hospitality, tranquility and connectivity.
Ibis Hotel to Score a Century in Asia-Pacific Internationally acclaimed Accor’s brand Ibis hotel is all set to establish grounds in Bangalore Techpark, which will mark its 100th hotel in the Asia-Pacific. Ibis is going to open its first hotel in Bangalore with 332 rooms, and its fourth in India. To cater to both business and leisure travellers, the room features are endowed with very contemporary fixtures. The hotel will redefine the economy hospitality space in the emerging business district of India by providing quality, value for money accommodation to the travellers. The hotel will offer spacious, well-designed and fully equipped guest rooms with en suite modular bathrooms.
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HOTEL Business Review
Appointments
Shekhar Malkotia The Claridges, Surajkund, Delhi, NCR, has appointed Shekhar Malkotia as the Director Spa. Shekhar will be responsible for spearheading all the spa initiatives that will help make the hotel emerge as the cynosure of wellness enthusiasts. Malkotia has an extensive experience of over 14 years in the hospitality industry and has been associated with leading hotels like The Oberoi Group, Ananda in the Himalayas, Park Hyatt Goa Resort & Spa, and Park Hyatt Saigon, Vietnam. His last assignment was with Grand Hyatt Dubai as SPA Director, where he was involved in expansion and renovation project of the spa.
Pankaj Chaturvedi Crowne Plaza Rohini, New Delhi, an upscale hotel brand of the InterContinental Hotels Group (IHG), announced the appointment of Pankaj Chaturvedi as the Spa Manager of soon to be launched spa named ADYA. With over 15 years of experience in the wellness industry, Chaturvedi will be responsible for setting up the spa. A gold medalist in physical health and sports education topped with a Master’s degree in physical education & sports, Chaturvedi has successfully launched and managed several spas with hotels such as The Shangri-La, The Leela, Radisson Hotel, Hyatt Regency in Nepal and Jaypee Hotels to name a few.
Lakshmanan Ramanathan Lakshmanan Ramanathan has recently assumed the position of Director of Rooms at the Renaissance Mumbai Convention Centre Hotel. Ramanathan takes pride in being recognised as pre-opening/projects specialist. With an extensive career span of over 12 years, Ramanathan brings with him a wide-range of knowledge and expertise in all areas of rooms’ operations. He had been a Front Office Manager, Executive Housekeeper and Spa Manager in his till now 12-year-old career in hospitality.
Michael W. Schauss Michael W. Schauss has joined Pullman Gurgaon Central Park as the Executive Chef. In his current position, Schauss is responsible for food innovation at the Pullman Gurgaon, and with a career graph spanning over 32 years, he brings vast and valuable food and beverage experiences from many countries across the world. His previous assignments include tenures with Kempinski Hotels in Dalian and Amman, Swissôtel Grand Efes, Izmir, Shangri-La Hotels and Resorts, and the Semiramis Intercontinental, Cairo.
Jagan Lacsher Jagan Lacsher is the new Hotel Manager of Pullman, Gurgaon Central Park. Based in Gurgaon, Lacsher is responsible for supervising the pre-opening hotel operations of the first Pullman to open in India. He is managing the project responsibilities, along with overseeing the hotel construction support management. With over 13 years of experience across Accor Hotels as Manager, both at property and regional levels, he is acutely aware of the challenges of launching & running properties in varied market situations.
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Appointments
HOTEL Business Review
Neelima Chopra
Abhishek Sahai
Marriott International names Neelima Chopra as Chief Sales and Marketing Officer for Marriott International, Asia-Pacific. Neelima, who has held senior leadership positions with the Oberoi Group and IHG (InterContinental Hotels), brings a wealth of regional and international experience to her position with Marriott International.
The Leela Mumbai has announced the transfer of Abhishek Sahai to the position of Front Office Manager. Prior to this, Sahai has held the mantle as the Manager Project Coordinator & Executive Assistant to Rajiv Kaul, the President, Hotel Leelaventure Limited, for two years. Before joining the Hotel Leelaventure Limited, he has had an enriching experience of over nine years with Oberoi properties.
Gautam Bhandari Gautam Bhandari has recently assumed the position of Hotel Manager at Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai - Marriott Executive Apartment. With a career span of over fourteen years in the hospitality industry; Bhandari had worked with Marriott International as the Area Director, Revenue Strategy, India, Malaysia, Maldives & Australia, prior to this present posting. His foresight, dedication and strong inclination towards excellence saw him grow over the years.
Manendra Sharma Citrus Hotels has recently promoted Manendra Sharma as Regional General Manager for its Goa, Bangalore and Sriperumbudur properties. Sharma was earlier the General Manager of Citrus Hotels, Goa. Sharma will be based in Bangalore.
Preeti Philip Novotel Hyderabad Convention Centre and Hyderabad International Convention Centre (HICC) have recently announced the appointment of Preeti Philip as the Director of Marketing Communications. In her last assignment, Preeti was handling marketing for the south region at Pernod Ricard India; and has also worked for the Marriott Group from 2006 to 2009 at the Hyderabad Marriott Convention Centre, as the Marketing Communications Manager.
Hollis Beckwith The Westin Hotels & Resorts has announced the appointment of Hollis Beckwith as the Complex Director of Spa for The Westin Gurgaon, New Delhi and The Westin Sohna, Resort and Spa. Her prestigious spa credentials include celebrated names such as Four Seasons Punta Mita — Mexico, Pangkor Laut Resort—Malaysia & Mohonk Mountain House—New York.
Vijendra Singh ITDC Group of Hotels has elevated Vijendra Singh from the position of Manager (Operations) of Hotel Brahmaputra Ashok, Guwahati. He will continue as a General Manager at Doni Polo Ashok, Itanagar. He had also worked as an Assistant Manager, Banquets with The Ashok Hotel in New Delhi.
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Report
HOTEL Business Review
New Innovation Center to Strengthen Service Network By Swarnendu Biswas
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n 13th October, the official opening of the Indian headquarter and the training and innovation center of Electrolux Professional at Gurgaon took place. It is the first of such training and innovation center of Electrolux Professional in India. Here it deserves a mention that Electrolux Professional is a leading global supplier of professional food service and laundry solutions for the catering and hospitality industry, with presence in 160 countries. Electrolux Professional which began its journey in India in 2008, has presence in Mumbai, Pune, Bangalore and Gurgaon. From food preparation to food preservation, and from air care to fabric care, the impeccable and unmistakable quality of Electrolux is making its enduring presence felt in the hospitality and healthcare industry of India in a big way. Today, the range of equipment from Electrolux Professional are used in hotel brands like the Le Meridien and Westin, and hospital chains like Apollo among others. The newly opened center is spread across 7000 sq.ft. and comprises live demo kitchens and laundry appliances, and well-equipped service rooms for technical training dedicated to dealers, key accounts, consultants and opinion
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leaders. Special guest for the occasion was the celebrity Chef Ajay Chopra. “Electrolux Professional has a strong structured direct presence in many fast growing emerging markets,” informed Alberto Zanata, the President of Electrolux Professional. On the opening of the Indian head office and the innovation center of Electrolux Professional at Gurgaon, he said, “We consider this a starting point since India is one of the markets where impressive growth performance is expected during the next five years.” He explained that “The opening of the new head office and innovation center at Gurgaon is an important move to pursue our potential growth through direct presence, by strengthening our distribution network and supporting the end-users.” According to Marco Guerretti, the Regional Sales Director, Electrolux Professional, with the impressive potential growth of the hospitality sector in India, the demand for the products of Electrolux Professional in India is expected to experience a significant fillip in the near future. Besides high-end hotels, international and domestic quick service and fine dining restaurants, staff canteens, catering companies, hospitals and
airports are also potential clients for the company’s institutional sales. However, to meet the demand of this growing Indian market, a more extensive distributor and servicing network is the need of the hour, which this training and innovation center would cater to. In fact, globally the strength of Electrolux Professional is not only its customised, hand-crafted range of hospitality products embodying stringent quality control and top-of-the-line quality, but also its impressive after sales service, and its exhaustive repertoire of spare parts. “We can be viewed as a one-stop supplier for a comprehensive range of kitchen and laundry solutions in the hospitality properties,” proffered Marco Pesco, the Country Manager – India, Electrolux Professional. This newly opened innovation and training centre is expected to facilitate to strengthen the impressive service network of Electrolux Professional in India. “At the Indian headquarter our target is to offer daily technical trainings to strengthen the service network. We will be offering unlimited trainings in our demo kitchens for client and endusers. But we will also make the equipment available for trials at customer site,” informed Pesco. He also told that Electrolux Professional was
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envisaging setting up and supporting a strong network of distributors and service partners, who in turn would be able to deliver the end-users high professional standards. According to Pesco, presently the products of Electrolux Professional accounts for 30 percent share of the elite segment of the hospitality industry in India. The growth in revenues in the Indian hospitality industry and consequently the rising demand for the products of Electrolux Professional in India’s luxury hospitality segment can find resonance in Pesco’s words. “Earlier, most of our potential clientele did not have the
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requisite cash flow to have our equipment, but over the last three years, the things have markedly changed for the better,” pointed out Pesco. “We want our refrigerators and dishwashers to enter the middle segment of the Indian hospitality market too, in the near future,” explained Guerretti. At present, the presence of the company in the middle segment of the Indian hospitality market can be at best described as negligible. Electrolux Professional is also in the process of developing new products in dishwashing and refrigeration with
specifications and accessories tailored to the Indian market. A dedicated team is studying the applications of the local traditional Indian cuisine on the equipment (for example on ovens and bratt pans) and will cooperate with famous Indian Chefs and restaurants to develop specific concepts or meet particular requirements. However, the company doesn’t have a production facility in India, and is only engaged in marketing and after sales service of its products in the country. The short and succinct reason cited by Pesco is that “specific high-end technology components needed for our products are scarcely available in India.” But even without any immediate plan of developing a manufacturing facility for its products in the near future in India, Electrolux Professional is quite serious about investing in the country. The company has a norm of investing approximately three percent of its annual net sales on R&D, and for India it has envisaged at least three more innovation centers in the near future.
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Fostering Rational Hospitality
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he Germany-based Rational group, which is a global market and technology leader in the field of hot food preparation for professional kitchens, has recently introduced the new SelfCooking Center® whitefficiency® in the Indian market. The new-age equipment, which has the potential to revolutionise cooking in Indian hotels and restaurants, is endowed with new features, which are the patented HiDensityControl and Efficient LevelControl. HiDensityControl can foster a quantum leap forward in terms of cooking output and quality. HiDensityControl ensures that heat and humidity are introduced – precisely metered – exactly where they are needed, according to how well cooked the product is. This maximises the application spectrum and is the basis for 30 percent larger load sizes, 30 percent time saving in production and 20 percent of reduced power consumption compared to the existing combi-steamers. Yes, with HiDensityControl, you can load 30 percent more in your given sized cooking cabinet compared to conventional combi-steamers. The consumption of resources also gets reduced by 20 percent, as compared to conventional combi-steamers. The range of applications has also been greatly extended with HiDensityControl. A new feature in HiDensityControl is the patented dynamic air mixing. The fan impeller speeds are precisely regulated, intelligently modulating the air speed in the cooking cabinet. HiDensityControl is supported by the new, highly effective dehumidification and powerful steam control, which ensures maximum steam saturation. This extends the range of applications to include fresh pasta and bakery products, in particular. It incorporates the whole bandwidth of important functions needed to bake professionally, specifically five air speeds, three moisturing and five proving levels, steam baking and supplementary professional baking workflows. Another new feature of the new SelfCooking Center® whitefficiency® is Efficient LevelControl. The new Efficient LevelControl facilitates to make food production and service considerably more efficient. It is the ideal tool for cleverly mixed loads. Efficient LevelControl indicates to the user which different products can be cooked at the same time and makes appropriate suggestions. The necessary food components are all displayed in the selection window and are simply placed on the relevant rack. Furthermore, with this feature every rack can be individually regulated, and the food can be loaded on a rolling basis as required. All these do manage to speed up food production by up
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to 30 percent. Efficient LevelControl also intelligently corrects the cooking time according to the amount of food, and how often and for how long the door is opened, thereby helping to ensure that everything is cooked to perfection. This facility ensures that the cooking is not impaired despite constant opening and closing of the door. Furthermore, Efficient LevelControl can increase unit utilisation despite shorter production times and facilitates to ensure consistently high food quality, even during rush hour. Another singular feature named SelfCooking Control has been invented especially for the SelfCooking Center® whitefficiency®. SelfCooking Control makes it easy for the user to prepare both large and small quantities, with no supervision or checking. SelfCooking Control looks after the cooking process sensitively and on an individual basis. The many new cooking options allow the workflow to be modified flexibly to suit the requirements of the user. And the user always knows what has just happened as she/he is kept continually informed about the cooking workflow. SelfCooking Control really pays for itself in this respect as it automatically searches for and starts up the optimum cooking sequence. So SelfCooking Control helps to ensure that nothing is overcooked or dries out, which means that the use of raw materials eventually reduces by up to 20 percent through the application of this feature. The equipment is also endowed with the new CareControl feature, which brings a further considerable growth in efficiency. Particular attention was also paid to cost-effectiveness during the development of the new generation CareControl system. CareControl detects how hard the SelfCooking Center has been used and suggests the optimum cleaning level. The feature enables detection of the level of soiling and care status and always suggests the right cleaning level. This can save up to 40 percent in terms of energy, water and chemicals. To top it all, the operation of the new SelfCooking Center® whitefficiency® has been made brilliantly simple. It can constantly learn and automatically adjust itself to the habits of the individual user. Settings that have to be changed several times are then displayed by default. Images, accessories or notes can be assigned to the cooking workflows via a user library. MyDisplay function allows the user interface to be tailored exactly to suit the requirements of the user. Any function that is not needed is simply removed from the display. This makes the SelfCooking Center® whitefficiency® safe and reliable to operate even for the temporary kitchen staff of the hospitality property, with very little training required, as the risk of incorrect operator input is also almost being eliminated in this equipment.
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Hospitality Assuming Green Hues Green hospitality may seem to be a fashion statement, but actually it is a necessity of our times. Amidst continued threats of global warming looming over our heads, and incidences of serious chronic and life threatening ailments induced by widespread air, water and noise pollution increasingly becoming sordid realties, people are not only encouraged but also induced and compelled to become environment friendly. This growing eco-friendly attitude among people was bound to reflect in greater spread of the culture of eco-tourism and eventually more green hospitality options, as tourism and hospitality, at the end of the day, is essentially about people. And that is what is becoming evident these days, both globally and domestically. Hotels in India too are opting to go the green way, in a big way. How much of this trend is influenced by environmental conscience and how much of it is induced by market demand is a question that can invite heated discourse, but the fact of the matter is that with the growth of eco-tourism, we are finding that the number of environmentally friendly hotels in India is increasing. Moreover, today major hospitality chains are opting for a host of eco-friendly practices to attract green travellers. And there is no denying the fact that this trend is a healthy one. Here Swarnendu Biswas explores the green shades of Indian hospitality and examines how this healthy trend can influence bottom lines of the hotels, and as well as India’s image as a global destination in the near future.
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Cover Story
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oday, business and leisure tourists travelling to or within India can find a host of eco-friendly hospitality options to suit their needs and lifestyle. From five-star properties to luxury tented accommodations, to eco villages and idyllic resorts, now one has lots of options to explore sustainable luxury, in picturesque locales. Not only do these places offer a refreshing approach to tourism, but they are also located in some of the most beautiful and scenic parts of India. Moreover, these eco-hotels offer unique local activities and cuisines that you are not likely to find in conventional run-of-themill properties.
An Eco-friendly Endeavour In this regard, the role of Le Green Hotels & Resorts, which is an association of top environmentally friendly accommodations in India, is commendable. The association has been engaged in creating awareness among travellers about genuine, sustainable lodging. Its mission is to bring together properties which embody a commitment to protect their environment and improve the
The Green Pastures, Belur, Karnataka lives of local people by uniting conservation of natural resources, energy and sustainable travel. Le Green Hotels & Resorts intends to create a network of individuals, institutions and tourism industry to promote eco-tourism. “The inspiration behind the starting up of Le Green Hotels & Resorts was to promote eco-tourism,” informed Mathew Joseph, Director Marketing, Le Green Hotels & Resorts.
Lemon Tree Hinjewadi, Pune
Some of the environmentally friendly properties under the umbrella of Le Green Hotels & Resorts are Green Pastures, located at Belur, Karnataka; Jungle Retreat, located at Masinagudi, Tamil Nadu; The Naturezone, located at Munnar, Kerala; Our Native Village, located at Bangalore, and Le Green House Boats, located at Alleppey, Kerala. “We have eco resorts in Karnataka, Kerala and Tamil Nadu,” proffered Mathew. About expanding the group’s presence across other parts of India in the near future, Mathew asserted that they “will soon have presence in Assam, West Bengal and Pondicherry.” Le Green Hotels & Resorts was founded in January 2009 to promote environmentally friendly hotels, resorts and home stays. The company has a fantastic selection of green properties as well as special holiday homes in India. Not only do the company owns and operates green properties, but is also involved in managing and marketing of other eco-friendly properties. “Our goal is to grow into an impressive chain of eco-friendly resorts in India, providing customers the benefits of ecolodging. We also endeavour to help many resorts to become eco properties in true sense by installing energy saving systems and other related eco principles in their premises,” explained Mathew. Le Green Hotels & Resorts also represents ‘Amazing Places to Holiday,’ which is basically a club of unique properties in India providing unusual holidays. These ‘amazing’ properties are located in Karnataka, Tamil Nadu, Kerala and Goa. One such ‘amazing’ property is the Gitanjali Farm Stay, in Mysore. Located at the foot of the Chamundi hills, Gitanjali
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The properties of Lemon Tree Hotels is a serene and tranquil home stay. have installed key tag energy saver system. This home stay accommodation in Mysore has four well-furnished eco-friendly The key card switches are installed in all guest rooms to conserve energy in rooms with luxurious attached bathrooms, unoccupied rooms. The moment a guest overlooking a wide verandah that is perfect leaves the room, all lights for relaxing and soaking in and air-conditioners switch charming views. off automatically. All Surrounded by a cheerful windows of the properties country garden, soothing have glazed vacuum-sealed greenery and the music of glass to minimise external chirping of the birds, one sound levels. Moreover, all would never imagine that guest room windows are one is barely 5 km from the glazed with heat reflective heart of the historic city of film on the panes. This Mysore, endowed with reduces the load on the airvaried tourist splendours. conditioning system, as heat Here ethnic Indian and transfer from outside is western cuisines are offered minimised. with emphasis on Kodava Sareena Kochar Another energy saving food. Modern amenities measure at Lemon Tree blend with warmth and hospitality properties is the use of auto time hospitality to provide you with a management for lighting and ventilation memorable holiday. Cultural evenings, fans. Timers are provided in the lighting bonfire with music, indoor games and systems used at corridors, gardens, building Ayurveda together gives a holistic feel of illumination, etc. for saving energy. serenity to a holiday at this sylvan retreat. Ventilation fans are put on timers to avoid wasteful running. Furthermore, a lighting Refreshing as Lemon plan is in place (based on usage and Lemon Tree Hotels, a prominent chain of requirement) for certain public areas of the upscale business and leisure hotels with hotels. Besides, solar water heating systems domestic presence is also a prominent name are in use by the hotel chain. in the realm of India’s eco-friendly With regard to water conservation, the hospitality industry. Lemon Tree Hotels, plumbing faucets are fitted with aerators for which operates 14 upscale hotels across 12 water conservation. All public urinals of the destinations in the country, with presence in Ahmedabad, Chennai, Hyderabad, properties of the hospitality chain have auto Aurangabad, East Delhi, Indore, Bangalore, flush system. There are automatic sensors Goa, Muhamma — located in west of for flushing to minimise water wastage. The Kumarakom, Chandigarh, Pune and hotel chain has also employed rain water Gurgaon, has over the years implemented harvesting system, which protects and many eco-friendly processes for energy and replenishes the water table. water preservation, responsible waste The rainwater from the properties is management practices as well as measures to being recharged into the ground through control water, noise and environmental recharge wells. The hotel chain has also pollution. introduced energy-efficient hydroThe energy conservation measures pneumatic systems for water supply, which implemented by Lemon Tree Hotels not only give constant pressure but also reduce the load on the pump automatically include using Variable Refrigerant Volume in case of low demand. This is achieved by (VRV) technology for air-conditioning, using pressure transducers and variable which gives 30 percent more efficiency and frequency drives for pumps. superior comfort than conventional The emission norms of DG sets of the technologies in air-conditioning. The hotel hospitality properties of Lemon Tree Hotels chain has also introduced CFL lighting, conform to CPCB norms. In addition, the which provides as much light as a conventional bulb, while consuming far less DG sets also have acoustic insulated canopies for controlling noise to permissible energy. The hotels of the chain have been designed for maximum exploitation of limits. natural light; leading to conservation of All the hotels of Lemon Tree Hotels have electricity. a sewage treatment plant (STP) each,
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Cover Story having a capacity of 60 KL per day. They work on a system of extended aeration technology systems. All waste water from the kitchen, guest rooms, public areas and service areas is treated in the STP, filtered and then used for gardening and irrigation of surrounding areas of the hotel. Some of the operational green practices adhered to by the hotel chain include the usage of laundry paper bags instead of plastic bags, use of recycled bio-degradable garbage bags, and placing of water glasses in an inverted way on a cork surface thereby doing away with the need of plastic covers. Moreover, at Lemon Tree Hotels, plastic pens are being replaced by pencils and waste papers are recycled.
Chains Going the Green Way The internationally renowned hospitality chains with presence in India are also initiating green practices in a significant manner. In the recent past, the Pune Marriott Hotel & Convention Centre has also been awarded LEED (Leadership in Energy and Environmental Design) Gold from the Indian Green Building Council (IGBC). With its various green initiatives, The Marriott Hotels & Resorts branded property is the only hotel in Pune and the first Marriott International hotel in India to receive this distinguished honour. Here it deserves a mention that LEED is an internationally recognised program for the design, construction and operations of high performance green buildings. By using less energy and water, LEED certified buildings contribute towards saving money and reducing greenhouse gas emissions, and play a constructive role towards a healthier environment for residents, workers and the larger community. Since its opening in November 2010, the property has strived towards saving and preserving natural resources and the environment. The Pune Marriott Hotel & Convention Centre has incorporated and adapted low VOC emitting materials, reduced landscape water usage by using indigenous plants, made usage of rapidly renewable materials, achieved 42 percent energy savings for the building operations, and installed vegetated green roofs. These are a few of the many other green initiatives introduced by the hotel. Furthermore, 100 percent waste from ongoing operations, and 95 percent of all construction waste are segregated by the property for recycling, and diverted from
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landfills. According to Balan Paravantavida, Technology’s Product Architecture Lab in the hotel’s General Manager, “We have Hoboken, New Jersey, had worked on always taken extra steps to ensure that we energy conservation system of the hotel, are responsible citizens. We look forward to which has contributed to 20 percent continuing our efforts and contributing decrease of energy usage in the hotel. towards a greener world.” Local climate, day lighting, solar gain Owned by the Panchsheel Group, the were only some of the factors which were hotel has been built in a taken into account during the design of the manner that ensures 75 building, with the percent of the property objective of optimising enjoys natural day lighting the light and heat gain. during the day, thus saving The rooms of the on energy and providing for a property afford better working environment. wonderful scenery of The Pune Marriott has Hussain Sagar Lake, and always used 100 percent also of the fast-paced city chlorofluorocarbons (CFC) of great past and free refrigerant materials for promising present, but at air-conditioning; the same time are also contributing towards a shielded from receiving reduction in ozone depletion. much heat of the Sun. Also, as a policy, the property The 270-room hotel has Mathew Joseph uses only ‘Green Seal’ been built by adhering to certified chemicals in all its the construction norms of housekeeping activities. The hospitality the US Green Building Council, and it brand also encourages its associates to manages to raise the standard of adhere to its green ideologies by contemporary boutique hotels in India. introducing car-pooling programs. Succinctly, in this hotel, high-end Apeejay Surrendra Park Hotels is another technology has been creatively used to hospitality group that is quite serious about address the needs of energy conservation. its green visions. Take the case of The Park The grandeur of the hotel in no way Hyderabad, a seven-star luxury boutique comprises on its sustainable character. hotel with a stunning façade. Designed by Taj group has also married its centuryChicago-based architectural and old legacy of classy opulence with the engineering firm, Skidmore Owings and trendy eco-friendly culture of the times, Merrill, the property reflects Hyderabad’s which in the coming years may lead to the local craftsmanship, and rich cultural legacy. emergence of an unbeatable hospitality The hotel’s contemporary design derives combination. Taj Hotels Resorts and Palaces inspiration from Hyderabad’s traditional has launched EARTH (Environment lineage as a historical nerve centre and a Awareness and Renewal at Taj Hotels), a modern day capital of design and movement that works to minimise the production of precious stones and rich impact of its businesses on the textiles. The breathtaking façade references environment. The initiatives under this jewelry settings reminiscent of the Nizam’s umbrella include environmental training legendary jewellery collection. for all employees of the hospitality group, However, what makes this modern energy audits every three years, and a Indian palace really singular is that it is phased reduction of freshwater India’s first Leadership in Energy and consumption. EARTH has received Environmental Design (LEED) Gold certification from Green Globe, an certified green hotel. Wrapped by over international benchmarking and 6200 aluminum panels that endows a certification programme for the travel and shading effect and facilitates in energy tourism industry. conservation, the hotel represents the best Wherever land is available in hotels of responsible luxury. The façade of coming under this nationally renowned perforated metal helps to protect the hospitality group, kitchen waste and dry building’s high performance windows from leaves are converted into compost; waste the natural wraths of sun and rain. The paper from printing is reused as writing firm entrusted to design the hotel, in pads; pipe steel waste is used as safety railings collaboration with the Stevens Institute of or in barricades; and old bed sheets are used
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Cover Story to make linen bags and cotton napkins. Moreover, Taj hotels use CFL lights, which consume 78 per cent less energy. Many of the individual properties of Taj Hotels Resorts and Palaces have made noteworthy green endeavours. Taj Coromandel, Chennai generates electricity from a grid which is propelled by windmills, solar water heating systems at the Taj West End, Bangalore have saved over 51,000 litres of fuel over the last three years, and a biogas plant was set up at Rambagh Palace, Jaipur, which facilitates in cutting energy costs. Battery operated boats connect Taj Lake Palace, Udaipur, to the mainland. They have replaced gasoline-run boats. Here it deserves a mention that the grandiose property stands at the middle of the famous Pichola Lake. In order to increase its energy supply, the Taj Mahal Hotel, New Delhi, has installed solar panels on its rooftop. Taj Exotica Resort and Spa, Maldives has applied a range of initiatives to reduce its carbon footprint, whilst ensuring that its guests continue to experience a high level of comfort, luxury accommodation, culinary offerings, spa and recreational facilities, as well as impeccable service. The property is one of the very few in the Maldives to have installed a unique hot water system, which instead of using electric geysers, uses three DG sets (Diesel Generator Cooking Paths) to assist in heat recovery and reducing diesel output. Taj Exotica has invested in the installation of insulated pipes all around the island, pumping the water around at a constant pressure of 2kg. The result is an annual saving of 10,9500 litres of diesel. In the area of water consumption, the property has installed a rain water harvesting system. The Leela Palaces, Hotels and Resorts is also embracing environmental practices in a big way. The water of the swimming pool of The Leela Palace Bangalore is heated with solar panels, which are installed on the roof of the porch. At The Leela Palace, New Delhi, wastewater is treated through a multi-stage process, by the state-of-the-art sewage treatment plants. Treatment of the wastewater is followed by its reusing or recycling.
The Cost and the Benefits However, all said and done, despite such noteworthy above mentioned examples in green hospitality, an opinion floats in some select sections of the Indian hospitality
Cover Story industry that eco-friendly hospitality is a costly proposition entailing huge initial investment. Thus many think they take longer time than conventional not so ecofriendly properties to become profitable realities. At the same time, thankfully many in the industry believe that the apparent and latent benefits of green hospitality properties would eventually override the factor of increased initial investments. “It is a fact that eco-friendly properties are initially expensive as the installation costs for most of the energy saving systems are high. However, considering the longterm benefits of eco-friendly properties and the great tourism potential for eco-tourism in the near future, many entrepreneurs are encouraged to invest in eco-friendly hospitality projects,” conferred Mathew. “Moreover, by being an eco-friendly property, the value of the property goes up, you tend to make more money on an average, on a long-term, from a green property than you would from a non ecofriendly property, and you get the satisfaction of supporting the local community and protecting the environment around you,” he added.
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“Green hotels generally have less water consumption, less electricity consumption, less AC load, and improvement in ground water level through rain water harvesting, as compared to non eco-friendly hotels. All these factors together help in decreasing costs and consequently, improving the bottom line,” asserted Sareena Kochar, General Manager-Housekeeping, The Lemon Tree Hotel Company. Sareena also believes that in the long-run “the green hospitality properties are not a costly proposition at all, as by then we can easily recover the additional incremental cost invested by us on a green hotel.” According to Mathew, the growth of green hospitality leads to both short-term and long-term benefits for the hospitality industry. “In the long-run, the trend towards green hospitality options will attract a large number of tourists to opt for green properties, would give large employment opportunities for local people, more deserted areas will become green, usage of alternative energy sources will receive an impetus, and sustainable and responsible tourism will be fostered,” elaborated Mathew quite enthusiastically.
We can say that though eco-friendly hospitality options may require a greater investment than non green hospitality properties of similar nature and level at an initial stage, but their benefits in the longrun, both in terms of corporate image and bottom lines for the concerned hoteliers, can make them brim with tremendous business potential. No wonder, the trend of green hospitality is gaining currency in India, as our global village is getting more and more environmentally conscious with the passing years. We can safely say that this healthy trend would eventually bolster the image of India as a tourist destination before the discerning outbound as well as domestic tourists, of both leisure and business varieties. This in turn would again give an impetus to the Indian hospitality industry at large in the near future. However, going by the trend, as more and more tourists would prefer green hotels and resorts, the non green hospitality properties would have to fast imbibe the green hues in their character and operations, or feel the heat of competition in a much more intense manner than before. The choice is obviously theirs. I
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Indian hotel industry is undoubtedly garnering impressive revenues these days. The reason is very simple. Large numbers of leisure and business tourists from across the world are visiting India, who are often in need of luxury hotels for accommodation. Their inflows are supplemented by inflows of domestic tourists with high disposable incomes. High-end hospitality is the first thing that comes to many of the leisure tourists’ minds, after working on a long and hectic working schedule. They want to enjoy the rich history, spellbinding natural beauty, breathtaking adventure options, and sumptuous cuisines of India, while being ensconced in opulence. Or they want to get the best of luxury in their hectic business trips. Ashok Malkani finds that several national and international chains in India offer, besides comfortable and luxuriant accommodation, an array of activities to keep the soul and the body in a state of blissful well-being. Taj, Imperial, ITC, Oberoi as well as international chains like Hilton, Starwood are among the leading luxury hotel groups which are making their presence felt in prominent tourist destinations and business hubs of India. 36
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o keep pace with the growing demand, both domestic and global hotel chains are in an expansion mode in India. Presently, there are 1,30,000 hotel rooms in India, but the need is much more. Thankfully, following the natural law of economics, the demand for top-of-the-line hospitality in India is also met up by the supply to some extent. The projections of India’s tourism ministry reveal that by 2015, India will have more than 2.5 lakh luxury hotel rooms. No wonder, leading US hoteliers are expected to make a foray into India and announce top-end brands, such as the
B us i n e s s
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W and Conrad. They have sensed the future market correctly, one must say.
Presence of International Players Take the case of the global hospitality leader Starwood Hotels and Resorts Worldwide, which is on track to operate 50 hotels in India, by the end of 2012, with increasing presence of upscale Le Meridiens, Sheratons and Westins in Indian cities. By 2015, Starwood expects to have 100 hotels open or in development stage in India. Similarly, international upmarket hotel chain Mövenpick Hotels & Resorts has also forayed in India by opening its first property in the country in August 2011, which marked the beginning of the group’s expansion into the country. The five-star Mövenpick Hotel & Spa Bangalore, which is located in close proximity to the main business districts of Bangalore, caters to both business and leisure travellers. The property offers an impressive array of hospitality services which includes complimentary high-speed Wi-Fi in all rooms and public areas — a first in the garden city of Bangalore. All
the 182 rooms of the property have flat screen LCD TV with integrated media systems. Guests staying in executive club rooms or suites of the property also get to enjoy benefits like a 24-hour rate from the moment they arrive at the hotel. This would be a big inducement to the majority of international travellers who
would be taking early morning or late evening flights. While many of the domestic hospitality players and several international luxury hotel chains who have already made their presence felt in India are looking to expand, several other international hotel chains are eyeing the Indian hospitality segment.
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HOTEL Business Review
Nowadays you can find an array of leisure or luxury hotels in India of both domestic and international varieties, where you can live like a maharaja from the bygone royal eras. Splashing fountains, artificial waterfalls, squadrons of attendants to cater to your impulsive whims — you name it and they have it. Their service is personalised and fast, which wonderfully matches their highend amenities and facilities. For example, at The Westin Hyderabad Mindspace the service is so quick that by the time this writer had put the intercom down after requesting for a dental kit, the attendant was at the door with the required amenities. In fact, the property has heavenly bed and pillows, which are an experience that you can’t help get impressed about.
Raising the Bar Five-star hotels with pedigrees in India are now offering extraordinary hospitality. As more and more people travel to and within India, these oases of luxury stand ready to greet them. “The timeless cultural legacy of India of equating the guest with the God sets Indian hospitality apart from the rest of the globe,” said Raymond Bickson, CEO of Taj Hotels Resorts and Palaces. He is correct. Atithi Devo Bhave is inherent in the Indian culture, which if creatively presented, can give a great fillip to the Indian hospitality industry. We are now having many wonderful hospitality properties in India, which are perfect amalgamation of international quality amenities, facilities and service, and very Indian personalised hospitality traditions. Indian five-star hospitality has
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reached international standards, and it is no surprise that brands such as Oberoi, Taj and Leela are now regarded among the best hospitality options that our blue planet can offer. At Conde Nast Readers’ Travel Awards 2011, Taj Falaknuma Palace, Hyderabad, was the winner in the Overseas Leisure Hotels category for Asia & the Indian Subcontinent, and was voted seventh-best in the revered list of World’s Top 100. Taj Mahal Palace, Mumbai, was voted the second Overseas Business Hotel and was ranked twelfth in the World’s Top 100. Last year, The Oberoi’s Vanyavilas in Ranthambhore was rated as the world’s best hotel by the Travel and Leisure Readers Poll for 2010. The services offered at these luxury hotels are wide and varied. The Taj has a fleet of quiet Falcon jets, which are equipped with satellite phone and other day-to-day office requirements. Believe it or not, they can fly you in from a meeting in say Berlin or Singapore. ITC is not far behind in offering luxury unlimited. There are ITC’s rooftop helipads, which will enable you to land directly atop your hotel, if you are flying to ITC’s Bengaluru or Chennai properties. The Park Hyderabad has a work desk and a prop-up bed-desk. At all Oberoi properties, before you leave the hotel to catch your flight, the butler would hand you an airport departure form with all your relevant details immaculately filled in. At the Leela Palace Kempinski, New Delhi there is a four-pipe system that offers air-conditioning or heating, whereas in your regular hotels there is only one such option. The in-house facilities and butler
service are also world class in these international but very Indian hospitality brands. Assume you are sitting in the guestroom and watching TV in a high-end luxury hotel. And then the phone rings. Chances are you would not have to get up and take the remote. The in-room intuitive technology in place has already silenced the TV. Yes, it happens in India too. Chances are high that in their spas, you would not only get new-age international rejuvenation therapies, but also the 5000year-old healing touch of Ayurvedic massages. You can expect from their butlers to not only unobtrusively refresh cappuccinos during in-room business meetings, but also arrange for yacht rides for you and your special clients. The heritage hotels are also an apt means to attract well-heeled outbound and domestic tourists. Over the years, several palaces and forts of kings of Rajasthan have been converted to heritage hotels, where you can get all the luxurious modern day amenities along with an ambience and feel of royalty. The palace hotels are becoming extremely attractive options for those who have loads of money in their wallets and loads of romance in their souls, as they afford you twenty-first century luxury and leisure, infused with erstwhile regal legacy.
Business and Leisure, With Pleasure Succinctly, many of these high-end properties in India are providing the best of business and leisure, in an uplifting ambience. At The Westin Hyderabad Mindspace, flame granite flooring greets you as you enter the portals of this statement in top class hospitality, and at a
B us i n e s s
HOTEL Business Review
first glance you would see the15 storeyed atrium with a glass ceiling. Here the natural elements of stone, wood, water and natural light have come together; blending hospitality with revitalising ambience and enhanced service values. The 427 guest rooms and suites of the property are designed to provide ultimate comfort and tranquility. The rooms and suites are endowed with CD players and laptop-compatible safes and afford city, pool, or garden views. You can transform your body and soul at the 24 hour WestinWORKOUT® fitness center, equipped with the latest cardio and aerobic facilities, or cool down with a refreshing dip at the outdoor pool of the property. The Westin Hyderabad Mindspace also provides access to a world class golf course, designed by Peter Harradine. At the same time, the wireless Internet service available throughout the hotel would help you stay connected to your office. The 24-hour business center, cosy meeting rooms, and technology helpdesk makes the property an impeccable business hotel. Stay connected at all times with the wireless internet available throughout the hotel. Most of these high-end properties targeted at leisure and as well as high profile business tourists are strategically located too. The Leela Kempinski Mumbai is located in proximity to the domestic and international airports. Stay connected at all times with the wireless internet available throughout the hotel.Nestled within the tranquility of 11 acres of lush landscaped gardens and cascading waterfalls, The Leela Kempinski Mumbai presents itself as a shimmering beacon of opulence amongst Mumbai hotels. To make you feel at home some of the guestroom features offered at this property are bathrooms with natural lights, massage cubicles with twin massage showers, goose down feather pillows, posturepedic mattresses, pure cotton bed linen, parquet natural wood flooring, hand tufted woollen rugs, and wall-mounted plasma television. For business tourists, there is provision of a generous work station with sliding desktop and high-speed Internet access. The Royal Club, located on the 7th and 8th floors of the property, is an embodiment of a hotel-in-a-hotel. It offers exclusive facilities and services like a dedicated check-in and check-out counter;
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traditional welcome on arrival with photograph of the same gifted as memento; a personalised butler; dedicated concierge service; Quercus and Aromatherapy toiletries; 24 hour access to the Royal Club Lounge that offers a selection of international food and beverages for breakfast, midday, high tea, cocktail and night cap; a glass of champagne or choice of fresh fruit juices on arrival among others.
Serving Beyond Service Nowadays creative hoteliers are giving lots of thought on how their guests spend their after-hours. As younger CEOs are now emerging in the corporate space, and consequently entering the five-star hotel lobbies, the concept of leisure is getting redesigned. “When we introduced reconfiguring of our hotels during the ’90s, we soon reached the realisation that business travellers needed many more dimensions to their stay,” informed Priya Paul, the Chairperson of Apeejay Surrendra Park Hotels. A visionary entrepreneur, Priya has turned her centrally located properties into contemporary unwinding zones, endowed with creative design elements. Priya informed that at The Park, artists are commissioned to design anything from a chair to an ashtray. These creative design elements in the décor have made her hospitality properties into modern-art galleries by day, which magically transform into euphoric nightclubs after the twilight descends. Indian high-end hotels are continually revamping themselves and extending the definition and scope of hospitality to attract discerning tourists. Constant care is one of the major plus points that keep some of these luxury hotels a step ahead of the others. Vikram Oberoi, COO of the Oberoi Group, narrated one incident of an Oberoi housekeeper, which the writer finds is quite pertinent to the story. The sensitive housekeeper saw a wastebasket filled with tissues. Any other ordinary housekeeper would have ignored this aspect, but she realised that the guest had cold. She not only replaced the tissue box, but provided lime juice, ginger and honey drink for the guest, along with a hand-written get well soon message. Going by the prevailing hospitality trends, we may see many such instances of personalised hospitality that goes beyond
the scope of duty as a norm in the near future, especially in the realm of India’s five-star hospitality.
Towards Sustainable Luxury Eco-consciousness is also brewing in the society, especially in the higher spectrum of the society, on a worldwide basis, and this trend is naturally reflected in the Indian hospitality industry too. According to Nakul Anand, the Executive Director of ITC, close to 70 percent of the people in the US happen to choose hotels based on environment friendliness. No wonder responsible luxury is emerging as one of the corporate motto at all the eight ITCbranded hotels, which has fashioned a healthy trend by synthesising luxury with sustainability. The group has made its energy, supply and vendor chain ecofriendly, which can pay rich dividends in terms of increased revenues. And ITC has some firsts to its credit in global scale too, in terms of environment friendliness. ITC Sonar Kolkata happens to be first hotel in the world with carbon credits, and the ITC Royal Gardenia, Bangalore is the world’s largest hotel to get a LEED India Platinum Rating.
Ready to Greet the World Going by the recent developments in the Indian hospitality industry it is no wonder that high-end leisure and business hotels in India are becoming rage throughout the globe. Many celebrities prefer to have their weddings in palace and high-end leisure hotels in India. In the recent years, singer Katy Perry and actor/comedian Russell Brand tied the knot at the Taj Rambagh Palace Hotel in Jaipur, Hollywood actress Liz Hurley married the Indian businessman Arun Nayyar at Umaid Bhawan Palace, Jodhpur and the tennis superwoman Sania Mirza married the Pakistani cricketer Shoaib Malik at Taj Krishna in Hyderabad. The Indian hospitality industry – particularly the leisure sector – is confident and ready to invite the most esteemed and the most discerning guests across the globe with open arms. And the world is ready to explore India in detail. Those five-star and four-star properties who have not yet geared up to the international standards, there is no time to lose. Shape up your hospitality options in order to present your best smile to the world…or else you are likely to miss the race. ■
Property
HOTEL Business Review
Reflecting Royalty and Futuristic Vision By Swarnendu Biswas
N
oor Mahal doesn’t look like a conventional five-star property at a first glance. Surrounded by greenery, to me it emerged as a majestic palace of a Maharaja, from a distance. As you climb the driveway of this palacehotel, you may think of getting transported to an era of royalty. The twenty-first century amalgamation of traditional Moghul and Rajputana architecture easily manages to cast an influence of romance on the senses. Only when we entered into the stately lobby characterised by elegant sofas and Swarovski chandeliers, with people excitedly waiting to enter the hotel’s theme restaurant named The Frontier Mail, I realised that we are in a five-star luxury hotel. In fact, it is a hotel whose business is focussed on banquets and conferences, though the property can also be the perfect weekend gateway for wellheeled leisure tourists. Stunningly set across eight acres of
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verdant splendour, the property is inspired by India’s rich pluralistic heritage, and manages to capture the aura of royalty created by Indian kings and princes over the centuries, along with all the trappings of modern day luxury. The property manages to bring the charm of erstwhile royalty with high-end amenities of today on its plate, for its guests. Like its regal architecture, which is intricate and extravagant at the same time, the services of Noor Mahal too are professional and personalised at the same time. Guests can’t help getting floored by this beautiful dichotomy. Noor Mahal is a unit of Jewel Classic Hotels Pvt. Ltd. The company is also having a four-star hotel in its ambit, named Hotel Jewel’s, which is a 17year-old property. However, Noor Mahal became a reality for the guests only in November 2010. I got to meet
the man behind this palace-hotel soon after I entered the lobby. Manbeer Choudhary, CMD, Jewel Classic Hotels Pvt. Ltd is an ex-army man, who has served the country for 21 years before venturing into the hospitality industry. The ex-President of FHRAI, whose contribution to the hospitality industry of India has fetched him a recommendation for the Padmashree award from the Govt. of Haryana, came across as an hotelier with an uncommon vision. The decision to start a five-star property at Karnal; a tier-III city with no great tourist appeal to speak of, seems to be apparently intriguing. The smart logic behind this business decision became clear with our
Property
subsequent conversation. “I feel that the market for five-star properties in metros has reached a saturation point. There is a serious imbalance between supply and demand. As the demand for five-star rooms in metros has not kept pace with the growth in supply, it has reflected in drastic plummeting of tariffs,” explained the savvy entrepreneur. Besides the rapidly declining tariffs, the escalating land costs in the metros have also deterred him to not invest on a five-star hotel in a metro. “Nowadays, I feel that the returns on investment in a five-star property in a metro or even in a tier-I city of India are not likely to match the huge investment that it entails,” asserted Choudhary. “This changing business dynamics of the hospitality industry has induced me to explore my hospitality business in tier-III cities like Karnal, which have great potential to attract well-heeled business and leisure tourists, “he elaborated. Karnal lies approximately 20 km away from the four business important business districts of Haryana, which are Panipat, Yamunanagar, Kaithal and Kurukshetra. In all these four districts and also in Karnal, there is no other five-star property except Noor Mahal, which makes it an attractive option for high-end business tourists, who do visit these places for work. This has made Noor Mahal an attractive MICE destination for corporate tourists. “We have 1.5 lakh sq.ft.of convention area, including outdoors and indoors, which gives us a distinct edge as a banqueting and MICE destination,” affirmed Choudhary. The MICE area for Noor Mahal is perhaps the largest in India. However, besides the architectural appeal and the wonderful hospitality options, the convenient location of Noor Mahal too makes it attractive for a section of high-profile leisure tourists commuting from Delhi to Chandigarh or Shimla, and vice-versa.
HOTEL Business Review
“While commuting from one tourist destination to another, many leisure travellers and tourists feel the urge to enjoy a weekend of royalty in between, with us,” informed Choudhary, with an engaging smile. Besides, the majestic hotel with its wide range of banqueting options and two huge manicured lawns, is an ideal address for hosting lavish weddings. “Now the moneyed people from Karnal and its vicinity no longer need to go to Delhi or Gurgaon for having a five-star wedding,” explained Choudhary. The success of his business vision has encouraged him to think of expanding his hospitality business through the route of tier-III and tier-IV cities of India only. It may look surprising, but like all
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HOTEL Business Review
leaders, he likes to achieve success through unconventional methods. “Yes, my future hotel projects will be in tier-III and tier-IV cities only, as with growing economy and rising disposable incomes, a huge untapped demand in the hospitality sector has been generated in these cities, which I am confident my projects can cater to effectively,” said the innovative player, who is out to change many preconceived notions of the Indian hospitality. The flow of business coming from business and also leisure tourists has afforded Choudhary to aim for a turnover of Rs.20 crore during the ongoing fiscal, solely from Noor Mahal.
“Our room rates start at the base price of 100 USD,” pointed out the dynamic hotelier, while adding, “We have priced our product rightly and that also contributes towards explaining the high demand for our rooms.” He acknowledged that as a byproduct of this smart business decision he has also helped to begin a new trend in the hospitality industry, a trend that accommodates the thought that five-star hotels need not be catered to solely by the super rich elitist crowd.
Conventions and More
The Room for Affordable Luxury The hotel, spread across 3 lakh sq.ft., comprises of 122 opulent rooms, which are demarcated into four categories. The most basic option among these opulent ones is the Club Room, and the upgradations are reflected in Club Royal Rooms, Heritage Suites and one Presidential Suite respectively. There are 80 Club Rooms, 34 Club Royal Rooms, six Heritage Suites and two Presidential Suites in the hotel. The influence of Moghul architecture of the hotel welcomes fresh light and air into the rooms. Rooms are made around the two spacious courtyards of the property, which can afford guests the impression of staying in a palace. Besides the regular five-star facilities and amenities, the guests staying at the hotel can also get complementary cookies and goodnight chocolates, the facility of in-room tea/coffee maker, two complimentary bottles of mineral water every day, and high speed Wi-Fi Internet services among others.
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One can say that besides the regal architecture, the chief strength of the hotel is perhaps its wonderful and huge convention centres. With seven banquet halls and two huge lawns, the hotel’s options for banquets, conventions and weddings are rich and varied. The three main convention centres of the hotel are Darbar Hall, Sheesh Mahal, and Rang Mahal. Spread across 20,000 sq.ft., Darbar Hall can seat 1500 people in casual style, and 1000 people in theatre style. Just adjoining the Darbar Hall is the Raja Bagh, a lawn spreading across 25,000 sq. ft., which can accommodate 1800 persons. Though Sheesh Mahal can seat 800 persons in casual style and 500 persons in theatre style, but its adjoining Rani Bagh with a size of 45,000 sq. ft., does have a seating capacity of 2500 persons in casual style. Both Darbar Hall and Sheesh Mahal can host huge corporate meets, business conferences, get togethers or massive weddings, in their individual capacities. And Raja Bagh and Rani Bagh are perhaps the best places to host weddings in the entire Haryana. Then there is Rang Mahal, spread across 4000 sq.ft. It is an
Manbeer Choudhary
Property ideal venue for medium-sized corporate meets, weddings, entertainment events and parties. The hall has a seating capacity of 150 persons in casual style, and 100 persons in theatre style. There are other halls too. Bidyant Kumar Mahapatra, the Banquets Manager of the hotel took me to Royal – a hall meant for small get togethers of say 15-25 people. It reflects a cosy ambience with elegant décor. “Royal can serve as the perfect setting for finalising marriage engagement process, or for carrying on discrete parleys of matchmaking,” informed Mahapatra. Ball Room, which has the capacity to seat 100 people in casual style and 50 persons in theatre style, is also ideal for small-sized banquets and conventions. The 1750 sq.ft. of space in the Ball Room reflecting formal décor is perhaps most suitable for presentation meetings and kitty parties. There is also Mischief, a 1500 sq. ft. formal meeting room. For management reviews, brain-storming sessions or select corporate meets, one can opt for the state-of-the art boardroom, named The Summit,
which has a capacity for 14 persons. It is equipped with the latest technology and related paraphernalia. The hotel has a club named Jewels The Club, whose members can avail of the services of The Chambers. An oldworld charm exudes through the hall, despite the presence of LCD television. An old fashioned and well-stocked bar, together with old photographs on the wall, heightens the feel. Here members can play cards, with snacks and drinks, or simply unwind, say after spending time in the gym. Besides unwinding, drinking or playing cards, they can of course also go for a game of billiards, in the Billiards Room of the property, which is not so far away from The Chambers.
Wellness and Fitness Talking about Jewels The Club, one can say that it is a club that can adequately meet the lifestyle needs of the crème de la crème of the society. Besides billiards room, cards room, carom and table tennis options, and a kids’ play area, the club has 7th Heaven Gym and Spa, which is operated by Sohum Spa, one of the leading players in spa management in India. The comprehensive wellness solutions at the spa include steam, sauna, Jacuzzi, and a host of quality and innovative rejuvenation and treatment packages. The guests can choose from an array of personalised treatments and therapies to rejuvenate the mind, body and soul. The treatment rooms are stylish and spacious. The well-equipped gym has state-of-the-art fitness solutions. All these facilities are complemented by a lovely swimming pool, where you can take some refreshing laps
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mousses and many other mouth-watering delicacies.
Heady Goodbye I thought it fitting to end the ‘journey’ through Noor Mahal with The Polo Bar. Colonial flavour and a culture of understated royalty permeate through its ambience and décor. The pictures of polo players from the Raj era adorn the walls of the well-stocked bar, and seem to whisper of the romance and tales of the times gone by… The bar is very ‘British’ in its essence, where you can unwind with the eclectic collection of fine spirits, cognacs and cigars, meant for the connoisseur. The bar has a wide range of premium whiskies, white spirits, beers and wine brands on with the secured feeling at the back of your mind that a qualified trainer is always there to help you in case of any emergency, whose possibility anyways, is remote.
Plates and Palates The dining out options at Noor Mahal are spread across The Frontier Mail and The Brown Sugar. The Frontier Mail is a unique theme-based fine dining restaurant, which has taken its inspiration from the legendary Frontier Mail train. This train used to operate between Bombay (now Mumbai) and Peshwar during the pre-independence days, and the restaurant is simulated in the form of compartments of the erstwhile Frontier Mail of colonial era, and a railway station. When you enter the restaurant, you feel that you have entered a railway station of the pre-independence era with the Frontier Mail waiting for you to be boarded. Here the menu comprises of cuisines from the places or regions through which the Frontier Mail used to travel during the pre-independence era. Yes, as you have expected, the cuisines offered at The Frontier Mail is purely and deliciously Indian, and we got to savour a host of authentic Punjabi and Mughlai dishes. You can start your gastronomic journey with Lahori Lassi or Shardai – a Rajasthani dry fruit and milk beverage. If you are a non-vegetarian, chances are you would get floored with the impressive array of frontier cuisines on offer. However, in your excitement, don’t forget to try the ethereal Tandoori Kukkad, the out-of-the world
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Mutton Hazarvi and Murg Peshawri, the succulent Barra Kebab and the world renowned Machhi Amritsari. Their taste would linger in your mouth for years to come. Vegetarians too have a plethora of delectable dishes to savour at The Frontier Mail. From Tiranga Paneer, Paneer Taash Kebab and Subz Lubnani Kebab to Makkai Paneer Pakoda, Aloo Tikki Chownk Kee and Muncali Kebab, the vegetarians can have a wonderful trip through taste with The Frontier Mail. This singular restaurant is open from 12 pm to 3 pm, and then again, from 8 pm to 12 pm. The Brown Sugar is the 24/7 coffee shop of the hotel, where you can not only get a hearty breakfast, but also lunch and dinner. It is a place where you can enjoy an international dining experience in an elegant ambience. This all day dining restaurant offers buffet meals as well as A’la Carte menu, showcasing global favourites. It is an ideal place to unwind, entertain or conduct leisurely meetings, over a wide range of exotic teas and coffees, accompanied by an impressive range of delectable snacks and savouries. The Cake Factory is the in-house bakery of the hotel, where you can get a wide range of cakes, pastries, biscuits, patties, decorative cookies, brownies,
offer, along with some top-notch cocktails and liquers. For those who prefer to not go the heady way, there is a wide selection of mocktails. As we began our return journey to Delhi in the morning, and as the regal silhouette of Noor Mahal began to fade from the greenery, I felt an unreasonable pang of melancholy. I knew I had to visit the place once again. Yes, Noor Mahal is a destination and not a mere five-star property; a place where you can discover the best of the past and the present; and enjoy the best of opulence and convenience. At the same time, it reflects a futuristic business vision that I am sure the Indian hospitality industry would replicate in the years to come. Many tier-III cities of India are ready for five-star hospitality, and it is about time the Indian hotel industry taps this hitherto untapped market of great potential. A beginning has already ■ been made…
Focus
HOTEL Business Review
Showcasing Art and Class in Glass
H
igh-end glassware is an essential feature of five-star and four-star hospitality properties. The quality of glassware used in a hospitality property is one of the many essentials that contribute towards its first impression among its guests, as quality glassware endows an element of classiness in both ambience and décor, and as well as in dining and serving. In this regard, the impeccable quality of glassware of Zwiesel Kristallglas deserves special mention in the context of Indian hospitality industry. The journey of Zwiesel Kristallglas began in 1872, in Zwiesel, a town in Germany nestled in the Bavarian forest. The town has been the centre of the Germany’s glassmaking industry since the 15th century. For over 130 years, Zwiesel Kristallglas has combined handmade perfection and state-of- the-art modern technology in glass production. The quality of Zwiesel Kristallglas glassware is today appreciated by over 3000 restaurants, bars and hotels throughout the globe. With top-class products and pioneering innovations, Zwiesel Kristallglas has continually met the high standards of professional users and private households in over 120 countries, across the world. In 1991, environmental and safety considerations propelled Zwiesel Kristallglas to be the first company to discontinue production with lead crystal. Zwiesel Kristallglas developed the internationally patented Tritan® technology to create a new high quality crystal glass without the use of lead oxide.
The Tritan® technology can be regarded as a landmark in the history of glass production. In 2002 the production of Tritan®crystal glass marked a qualitative quantum leap forward in the manufacturing of crystal glassware. Three years later, in 2005, based on the deep connection to the region, the company was renamed from Schott Zwiesel AG to Zwiesel Kristallglas AG. It is environmentally friendly and 100 percent lead and barium free. This special technology also makes glasses break and scratch-resistant, dishwasher-safe and brilliant even after years of use. With its three unique and established brands — Zwiesel 1872, Schott Zwiesel,
The Head Honcho Dr. Andreas Buske is the Owner and the Director of the Board of Zwiesel Kristallglas AG. Having graduated from the Technical University of Darmstadt, Germany, Dr. Buske completed his doctorate in Industrial Management and Controlling at the Justus-LiebigUniversity of Giessen, in 1998. In 1999, he joined Schott Zwiesel AG as Commercial Director. Two years later, in May 2001, he was elevated to the position of Commercial Board Director. As Commercial Board Director of Zwiesel Kristallglas AG, Dr. Buske is responsible for human resources, marketing and sales, finance, IT, and procurement among others. In addition to his corporate responsibilities, Dr. Buske also serves as a lecturer at the University of Regensburg, where he teaches strategic marketing and international management.
and Jenaer Glas, Zwiesel Kristallglas covers the full spectrum of dining and living culture. These three brands transform bare necessities into rare amenities with their diverse portfolio of first-rate products. Zwiesel 1872 is the lifestyle brand that offers awe-inspiring, handmade crystal glass for gourmet and everyday uses. Schott Zwiesel is the worldwide market leader for crystal glass in the segment of international top-class restaurants and hotels. The internationally renowned brand, Jenaer Glas is the stylish epitome of heat-resistant glassware that moves seamlessly from kitchen to table. The Jenaer Glas brand brings refreshing elements of design and functionality to daily living. For 2011, the Jenaer Glas brand has expanded its product range with double-walled bowls and an insulated jar from GOURMET hot’n cool collection, and a modern jar and cup from the CONCEPT JUICE line. ‘Appreciation with ease’ is the credo of the GOURMET collection; it incorporates lifestyle trends in its innovative and functional products. Drinks, small delicacies, casseroles, tea specialties, chocolate creations and more get the perfect showcase in Jenaer Glas Gourmet products. The GOURMET hot’n cool series is about lightness. Double-walled bowls and jar have been added to complement the existing range. With its insulating feature, the bowls keep the hot food warm and the cold food fresh longer, while keeping the temperature of the outside wall normal so that they can be held with ease. The hot’n cool jar has a good grip as the double-walls prevent condensation. The CONCEPT JUICE collection has a new sleek 1 litre jar that can be paired with matching glass tumblers; made of heat-resistant borosilicate glass. Drinks aside, these multi-purpose tumblers are also hardy enough to prepare and serve small culinary delights; straight from the oven to the table. Here it deserves a mention that all products of CONCEPT JUICE collection are made of impeccable quality heat-resistant borosilicate glass, stainless steel and porcelain accessories. ■
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Design
HOTEL Business Review
By Sharmila Chand
S
inclairs Retreat can be construed as a green haven in the Dooars Valley, which stands out as an example of how architects and interior designers have used natural materials to create an eco-friendly retreat. The retreat, spread across 20 acres of virgin greenery, is located at Chalsa Hill, overlooking the Dooars Valley. Sinclairs Retreat offers the ideal break from the stresses of a fast-paced urban life. The property is designed to blend with the natural setting; typifying comfort in the luxuriantly abundant environment. Here, extensive landscaping initiatives were rendered meaningless as nature itself has taken the task of embellishment. The resort is built without disturbing the natural undulation of the terrain. The entire resort has single level buildings around huge green belts. The landscaping has been done with minimum concrete structures. Overall, the pristine character of the built space has been retained. Landscape design involved punctuating the spaces into humanly perceptible chunks of greenery, coupled with paving and illumination. Paver
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blocks have been used to ensure that all rain water is charged back into the earth. The backdrop of natural green is omnipresent. Trees and hedges have been used as visual screens. Use of organic manures and leaf litters generated internally are used for soil enrichment as opposed to the use of chemicals. One can easily infer that at Sinclairs Retreat, the use of concrete and steel has been avoided as far as practicable in the rendering of spaces while emphasising on the locally available natural materials.
The First Impression Being the first point of contact to the property, the rendering of this area is crucial to the overall design process. The lobby opens up directly through a double
height lounge area, flanked by seating arrangements on either side. The lounge area overlooks a stunning green lawn that slowly slopes down to provide a breathtaking, panoramic view of the scenic and serene Gorumara valley. It was felt that indirect illumination should be used and for this handmade lights were designed, so that they became a part of the paneling itself. Large glazing areas were created to bring in the natural light to the indoors. Generally the corridors tend to be the most uninteresting place of a given property; hence here the walls are envisaged as exhibitory backgrounds for paintings, which give a colourful vibe to the place.
A Grove, a Tree and a Herd Bamboo Grove, an eco-friendly cafĂŠ of the property with views of lush green surroundings, is characterised by the abundance of bamboo used in texturing the walls and the ceiling of the cafe. The tables and benches were designed by planks of local wood fastened by bolts in order to present a robust rustic look. The Banyan Tree is a multi-cuisine
Design restaurant of the property, which offers a panoramic view of the Gorumara valley along with an exciting choice of food. The central theme of the restaurant whirls around a tree trunk, dissipating into the vibrancies of colour and liveliness of the upholstery. The restaurant is a place where a variety of people gather hence interplay of mood lights flanks the peripheral walls. The Tusker Bar, a tranquil haven to relax with sundowners and aperitifs of your choice, along with an appetising array of fixings and mixers, is imbibed with the wildness of fauna. Elephant rules the space! A huge graphics showing a herd of the great and loveable beasts dominates an entire wall. Bamboo and straw mats are extensively used to accentuate the effect. The resort also has an orchard, growing a variety of fruits. Exotic vegetables like cherry tomatoes, broccoli, red cabbage, red, yellow, green, and purple bell peppers, celery, Chinese celery, brussel sprouts are grown here, organically. Malabar nut, basak, tulsi, aloe vera are also grown and these are served as juice to the guests for their therapeutic properties. The twigs and leaves collected from the garden area are shredded and compost is made out of it.
Suites Suiting the Eco-friendly Being a resort, to add character and variety to the sensory experiences, the three suites of the property draw their inspirations from different local influences. Centrally located is the ‘Burra Sahib Kothi’, which is reminiscent of the exotic, quaint and luxurious lifestyle of the colonial tea planters. Embellished with period style furniture, the room décor gives a feel of the nineteenth century British interiors.
HOTEL Business Review
How to Reach The Dooars valley stretches from river Teesta on the west to river Sankosh on the east; an area covering roughly 130 km by 40 km. The Dooars forms major part of the Jalpaiguri district of West Bengal. Jalpaiguri is linked by rail to all major Indian cities. You can also take a direct flight from Kolkata/ Delhi to Bagdogra. Then take two hours comfortable drive through breathtaking scenery to reach Chalsa Hill, in Dooars. Another suite is the ‘Bandook Babu Kothi.’ Bandook Babu in local dialect means the lodge for forest rangers/ hunting lodge. The natural texture of raw planks and dead tree trunks graphically creates a travelogue of the place that was once a hunter’s den. However, now only the cottage style is recreated, devoid of any stuffed animals, etc. The round spherical lamp in the suite represents the moon. On the other side of the property is the ‘Nouveau Ville’ - a contemporary eclectic style cottage. Elegant wall paper, platform bed and furniture together endow the suite with a distinctive urbane character in its form and appearance. Each of these suites comes with its private lawn that can be enjoyed even from the indoors. Each of the 66 well appointed cottage-style air-conditioned Superior Rooms at the resort seems to be inspired by the need to provide simplicity and luxury along with contemporary elegance. And they seem to live up to
their inspiration really well, as they afford an unspoilt natural landscape along with functional convenience.
Facilities at the Resort The impressive range of facilities at the resort include a large sized swimming pool, set amidst a cluster of palm trees; an expansive health club with gymnasium and massage facilities; a luxurious spa with facilities to offer massages and other therapies, both indoors and outdoors; a period style billiards table; facilities of playing cricket, including night cricket under floodlight; a host of indoor and outdoor games options; children’s park and a library.
Materials Used Great emphasis has been given to the use of local labour and handmade furniture and artifacts, thereby restricting the use of industrial or modular products to a bare minimum. Dhoopi wood, bamboo, and a bit of sal for frames, rattans, straw mats, etc. have been used. All these were naturally treated at the site. Glass plays an important role in bringing harmony with the outdoors. Indoor plants are in abundance and are an essential part of the whole picture. Wallpapers are particularly used in suites to give them a soft, elegant look. The overall design process at the resort sums up the fact that in spite of using primarily locally and naturally available materials, the resort provides the guests with all the modern amenities and facilities. In addition, they get to enjoy a rendezvous with nature, amidst greenery, sunlight and aromatic fresh air, within an environment that merges naturally with the surroundings. ■
Sept-Oct ’11
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F&B
HOTEL Business Review
Creating a Banquet of Smiles By Sharmila Chand
B
anquets are considered the most profitable segment of hotel business hence it becomes imperative on the part of the entire F&B team of a hotel to execute a banquet that not only meets but also exceeds guests’ expectations. In the Indian hospitality industry, the business of banqueting probably never was so much in demand as it is presently. In this fast changing hospitality scenario, five-star hotels in India cannot afford to have a very structured approach towards banqueting. Innovation in the buffet setups has become the buzzword! It is no more just the taste of the food; how appealing the food looks also matters a lot in the success of a banquet. Let us look at some of the key features which
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characterise successful banquets.
Top Trends in Banquet Cuisine According to Amol More, Director of Events, JW Marriott Mumbai, “Currently the top trends in the banquets are live action stations, retail display of food products, the local food flavours, individual portioning and international cuisines such as Italian, Pan Asian amongst others.” In fact, a great many trends are in vogue in the realms of banquet catering in India. “There are a host of trends in banquet catering in India these days, which include live cooking with lots of display work, use of fresh ingredients like vegetables, spices, fruits, etc., theme stations highlighting a particular cuisine
or a set of food products among others,” pointed out Rajneesh Kumar, Food & Beverage Manager — Courtyard by Marriott Gurgaon. According to Devraj Halder — Executive Assistant Manager, F&B at The Suryaa New Delhi, live cooking stations, customised menus, micro menus, growing usage of global cuisines, growing usage of ethnic Indian cuisines, healthy eating trends like large hand-tossed salad and pizza bar, etc., are some of the trends in banquet catering, in India. “The clients, nowadays are getting very particular about what they want and with the international food chains rapidly penetrating the Indian market, the world cuisine is fast catching their fancy. So, cuisines which were earlier
F&B being served only in the swish specialty restaurants are now making their way in the banquet menus as well; cuisines like South-east Asian, Mediterranean and European to name a few,” asserted Ankur Arora, Associate Director — Food and Beverage, The Park New Delhi. However, Ravindra Kumar, General Manager — Food and Beverage (Corporate), The Amol More LaLiT believes that “Before getting to the top trends in banquet cuisine, it is more important to understand the logic behind serving any cuisine in a banquet.” “Is it to satisfy hunger? Is it to create an image about the property? Is it to highlight the property’s culinary credibility?” He raised several pertinent questions. “The choice of cuisine, needless to say, would vary with the client’s taste and need. We being part of the hospitality industry are professionally tuned to only living up to and exceeding the guests’ expectations! If the guests want healthier food items to be served, so be it, and that becomes the trend. So eventually the trend-setters are the guests themselves,” proffered Ravindra Kumar. Ankur Arora
Knowing the Want
Yes, to discern what the clients want is the key to the success in any operation in the hospitality industry, and hosting of banquets is not an exception to that. “The most important thing to know in banquet business is the pulse of the consumer. That can only happen if you think like them and try to be in his shoes while providing banqueting solutions,” averred Arora. “Unique offering, thematic set ups, wide variety and a value for money are the key elements that clients for banquets look out for,” informed More. Whereas according to Halder, clients for banquets want food styling, not only the usage of fresh ingredients but also their visibility, cooking concepts in each finalised stations, usage of amuse bouche instead of appetisers, ethnic Indian cooking, and greater variety. “We at JW Marriott Mumbai provide a unique personalised service experience, Ravindra Kumar which the clients appreciate.
Sept-Oct ’11
51
F&B
HOTEL Business Review
“
Great food, nonintrusive service and elegant ambience marks our banqueting USP!
”
-Rajneesh Kumar, F&B Manager, Courtyard by Marriott Gurgaon Catering to the clients’ needs, we have various packages. One such package is the Wedding Package which is divided into Silver, Gold and Platinum. These packages enable the bride and the groom to relax and savour their momentous occasion amidst comfort and luxury. We take care of everything; paying attention to the finest details,” added More.
What is on the Menu “Since generally a banqueting event entails serving to the needs of people
Key Responsibilities of a Banquet Manager Menu Chalk out a menu in consultation with the client and the Executive Chef that fits the guests’ needs and expectations. Theme Set-Up One must have the skills to conceive an idea and implement it well. Table setting, proper cutlery and flower arrangement, etc. are very important. And also be meticulous in coordination. Staff Training In addition to general training, Banquet Managers need to give specific instructions to the team before an event, as every banquet is different. Guest Relations Providing impeccable service in order to achieve customer satisfaction and build enduring loyalty, in order to encourage repeat bookings, is most important.
coming from different segments of the society, so the need for ‘something for everyone’ is imperative in a banquet presentation, which could be made more pragmatic by incorporating the elements like interactive cooking stations, and region-based cuisines,” inferred Arora. Besides the above, the growing awareness about the health concerns is also influencing the way menu planning is being done in the Indian banquets, for the better. Arora feels that “Conventional basics should be there in the banquet menu, which should be backed up by the variation of texture, cooking style and colour.” “A successful banquet menu revolves around the guest’s needs and in managing those needs. In spite of offering varied tastes, we retain the USP of our banquet menu by bringing homely tastes of the exquisite cuisines from different places,” informed Ravindra Kumar.
What Marks the USP? At The Westin Mumbai Garden City, the USP of banquets, according to Sachin Mylavarapu, Director—Food & Beverage of the property, can be summarised as, “Clutter-free meeting rooms to give more space; tailor-made menus to suit various meeting requirements; one-stop solution for all your celebration needs; personalised and instinctive catering assistance to ensure a great meeting experience.” Whereas More pointed out, “Our USP is the prime location in Mumbai.”
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“
At the Westin, we personalise and skillfully craft menus to suit every occasion, and believe in kindling a joy among our guests that tend to linger for a long time.
”
- Sachin Mylavarapu, Director — Food & Beverage, The Westin Mumbai Garden City
He elaborated, “Our events and F&B team are out to offer personalised service. We have a large pre-function area and a variety of cuisines on offer, customised set-ups and unique bespoke menus, crafted especially by Chefs.” “The USP of our banquet menu lies in the ability to bring in homely tastes of the exquisite cuisines from across our country and other countries to the guests,” informed Ravindra Kumar. “This ability along with the knowledge and expertise of a menu planner brought together, create a differentiating banqueting experience for the guests,” he averred.
Challenges in Banquet Operations There are several challenges towards
F&B
HOTEL Business Review
“
Banqueting is all about innovative thinking, detailed planning and proper execution. Now banqueting is an art where often less is more, and where you need to surpass yourself and your guests’ expectations.
”
-Kumar Shobhan, Director of Food & Beverage, Hyatt Regency Delhi hosting a successful banquet, about which too the experts have interesting takes. “No doubt banqueting is the most profitable business in the hospitality segment but it is also the most crucial as here the guests are showcasing themselves in some form or the other through your services and products,” explained Arora. So if you falter the host’s reputation, he will not only forsake you in future, but may hamper your business goodwill among your present and potential clients. The challenges, according to Rajneesh Kumar, include the challenge of chalking out a menu which meets everyone’s need & taste, the last minute bookings/requests as they adversely impact the planning process, the situations where the turnout exceeds the guaranteed numbers leading to operational challenges, and the co-ordination process involving multiple parties, like florists, décorator and DJ, etc. According to Halder, the challenges include the paucity of trained staff, and synchronisation of services, logistics and themes. Ravindra Kumar viewed that managing all the crucial aspects of banquet operations without compromising on the quality happens to be the biggest challenge for the Banquet Manager.
“
Our banquet clientele is primarily corporate and social. We focus on their specific requirements. For corporates, we offer more choices which are light on the stomach like salads and super foods while for the social events, the emphasis is on traditional food items along with live stations of multi-cuisine options like pasta, wok fry noodles, etc.
”
- Chef Santosh Jori, Executive Chef, The Westin Pune Koregaon Park
Sept-Oct ’11
53
Spa
HOTEL Business Review
Experience the Heavenly Way ! By Sharmila Chand
T
he ‘Heavenly Spa’ at The Westin Mumbai Garden City offers a world class spa experience. It blends traditional therapies seamlessly with modern spa concepts, which help to relax and rejuvenate. The experience at the spa awakens the senses with gentle
therapeutic treatments that greatly help to eliminate physical and mental stress.
In-room Spa Service Imagine having a spa treatment in the privacy of your own hotel room and that too in a most luxurious style. This
is exactly what one can enjoy at The Westin Mumbai Garden City. Here the in-room spa services are customdesigned. The soothing atmosphere is duly created with signature spa basket containing flowers, a healthy snack, a bottle of water, music, aromatherapy oils and other gifts of renewal. Recline on your own luxurious Heavenly Spa bed and enjoy personalised rejuvenation of the body and soul.
Get Rejuvenated in Heaven At the Heavenly Spa you can indulge in an array of special treatments, which include:
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Spa
Harmony – It is a full body massage, which combines long gentle strokes with intense, firm kneading movements to stimulate circulation, leaving you feeling calm and relaxed. Revitilizer – This massage works on taut muscles and fat and fibrous
HOTEL Business Review
connective tissues in the body to release tension, blockages and knots that have accumulated in the muscles over time. With its genesis in the Swedish massage, this massage leaves you revitalised and flexible. Heavenly Relief — A restful and
deeply stimulating back and shoulder massage to relax your tightened muscles and stiffness, using a blend of warm essential oils and deep kneading techniques. This massage is an excellent option for easing tension and headache, thereby inducing a sense of calm.
Sept-Oct ’11
55
Spa
HOTEL Business Review
The Lady Behind the Well-Being By Sharmila Chand
While going through Heavenly Spa, I got to have an enriching interaction with Archana Ghemeri, Spa & Recreation Manager at the Heavenly Spa. Archana Ghemeri is a Clinical Aromatherapist and has been associated with the wellness and beauty industry for a little over 15 years. She has been internationally trained for spa therapies, beauty treatments and spa operations. Even in the early phase of her career she had gathered rich experience of setting up and operating many spas in India and overseas. The excerpts of the interview follow: What is your work philosophy as a Spa Manager?
and as close to the nature as possible.
renewal.
My philosophy is to provide a holistic sense of well-being and relaxation and be deeply connected with and concerned about the body’s sources of tension and points of pain relief.
What are the top three traits or skills every Spa Director or Spa Head must have to manage the spa successfully?
Do you treatment?
What is your mantra for running a successful spa?
My success mantra is to keep the associates happy and in turn they will keep the guests happy. What are the types of changes you have witnessed in your field during the last five to six years?
The spa industry has seen explosive growth over the last decade and the customers today are more discerning and demanding. The customer focus has shifted to a highly holistic experience that extends beyond a mere physical intervention, and they seek healing experiences that are enjoyable and beneficial at the same time. What are the current top consumer trends in the Indian spa industry?
Indigenous treatments are gaining popularity and social spa trends are also picking up momentum. We are also seeing a trend of spa parties, and families are nowadays seen visiting the spas for a wellness experience. Kindly provide a basic but absolutely essential tip in spa operations. What are the prevailing trends in spa design?
The guest generally doesn’t know how many square feet or how many treatment rooms a spa has so the key is to make the spa experience just as good in a 200 square meter spa as it is in a 2000 square meter spa. The spa designs are going back to the elements 56
Sept-Oct ’11
She/he should have good leadership skills, which will help her/him to earn the trust, respect, and confidence of his colleagues. The Spa Head should also lead by example. The Spa Head should also have sound expense management skills as spas are costly to operate and profit margins in spas are generally very thin. She/he should also be a visionary and must keep a close watch on the latest industry trends. Apart from the above, it is also equally important for the Spa Head to understand the guest’s needs, be consistent in services that are provided for, and have the capacity to innovate continually. What direction do you see the Indian spa industry taking in the next ten years?
In the coming years, Thai massage, Ayurvedic medicine, and yoga will continue to thrive in the Indian spas. With customers becoming more and more aware, we will definitely see a rise in branded spas in India. Due to busy lifestyles, city-based spas would be introducing faster and quicker 15-30 minute spa options. Could you tell us the USP of your spa? What distinguishes it from others?
The Heavenly Spa by Westin is designed to uplift and calm guests on a journey through all the five senses – sight, sound, touch, taste and scent. Beyond providing a haven for physical relaxation and rejuvenation, guests are encouraged to focus on the betterment of self, elevation of spirit, and total personal
offer
a
signature
We have two signature treatments. They are Rollerssage and Heavenly Massage. Tell us about Rollerssage in detail
Rollerssage is a spa treatment which combines the best of Hot Stone Massage and Swedish Massage, using semi-precious stones for the therapy. In a normal hot stone massage, the human touch is missing and there is a possibility of the guest getting overheated from big stones. In Rollerssage, you get the benefit of heated stones without losing the contact with the therapist’s hands, along with crystal healing to help connect you to cosmic energy. Rollerssage uses heated, perfectly round semiprecious stones that fit into a massage tool, allowing the stones to roll smoothly over your body. You can choose up to two of the stones that you want the therapist to work with. You can choose from hematite, rose quartz, tiger eye or sodalite. Each type of stone has metaphysical properties. Also you can choose based on the areas where you think you could use some support. Tell us about some of the other important facilities and features offered at your spa
Our award-winning Heavenly Spa by Westin has nine state-of-the-art treatment rooms with built-in shower area, changing rooms and outdoor Jacuzzi. The Heavenly Spa encourages guests to embrace fullbody nourishment with energising drinks, herbal teas, and a nutritious SuperFoodsRx™ spa menu. Our spa wellness journey also includes few features of hatha yoga practices, energy balancing, and detox therapy, just to name a few.
Product & Service
HOTEL Business Review
INTERACTIVE DIGITAL MENUS
OUTDOOR WICKER SOLUTIONS
Solutionz Consulting, a leading provider and innovator of Hospitality Solutions, now brings Interactive Digital Menus to the Indian Hospitality Industry. These Interactive Digital Menus, apart from offering a host of unique and beneficial features to the restaurant, are extremely easy to navigate and a visual treat to hold and use. They also promise to deliver a world class experience to the guest. This is the latest product from the stable of this seventeen year old IT Company, which prides in providing innovative IT services and solutions to the hospitality sector. The features include: • Detailed description and images of each item for better visual display and understanding. • Option to implement suggestive selling to help push items and daily specials for increased sales. • Ability to add items or change prices as required, even on a daily basis. • Option to hide unavailable items from guests. • Option of static or dynamic Order Cart to integrate with POS system for direct ordering from the tablet. • One time investment which saves the recurring cost of printing menus. • Increases appeal and branding of the outlet. The Interactive Digital Menus are compatible with all leading Tablets and work seamlessly across different Operating Systems, giving Restaurants the freedom to choose their preferred hardware for deployment. Already deployed in some restaurants and lounges of Delhi, this product is a rage amongst the guests frequenting those outlets. It has also led to an increased footfall, which in turn has led to increased revenue for the management. These Interactive Digital Menus are the first in a series of Digital Menu products being developed by the company and it plans to launch a nationwide marketing campaign to make users familiar with the concept and technology involved. All these features are backed by an equally impressive and dedicated support which makes Solutionz Consulting a preferred IT partner for its clients across 10 states of India. Solutionz Consulting info@solutionzconsulting.com
Mehta Furnishers, which is a leading manufacturer and supplier of cane, wicker and rattan furniture besides need-based basketry and outdoor furniture for the Indian hoteliers, has introduced a new range of all weather furniture. This range of furniture is UV & fire resistant, waterproof, scratchproof, non fading and requires zero maintenance. Though the natural wicker fibers have always remained a preferred choice, exposure to rains and ultra violet rays in sunlight has also been a problem for the outdoor furniture. This fostered the discovery and use of polyethylene-based fiber and the synthetic rattan which offers comfort, elegance, versatility, livability and endurance that outdoor furniture always require. Another advantage of this new range of all weather wicker furniture of Mehta Furnishers is that it is easy to clean. All it requires for cleaning is the use of mild soap and water solution. These products do not require any polishing or maintenance. They provide texture and nature to the surroundings, patio, sunroom, and the poolside. Other than retaining the bare essence of the environment, such furniture also adds to the class and charm of the surroundings. Mehta Furnishers mehtafur@gmail.com
LOCK SYSTEMS The new range of Intelligent Lock Systems by Ozone is designed for residential and commercial use. Intelligent locks are door locks using 3 types of technologies i.e. Bio Metric Finger Print Recognition, RF/IC Card Reading technology and Numeric Code Programming through a key pad. These locks provide the versatility of managing the user access by a simple PIN code or a finger print (or a combination of both) and are programmed to collect data with respect to time and date of use by any user. All intelligent locks are for heavy duty usage with minimal failure possibilities. A manual override key is provided if there is any failure in the lock system. The locks are also programmed to give an alarm if there is any attempt forceful entry. Ozone Overseas Limited ozone@ozone-india.com
DUVET PRODUCTS AT DOORSTEPS For the luxury feel of duvets and duvet covers, N. Kumar & Co. has emerged as a reliable ally for the hotel industry in India. With fifty years of experience in supplying fine quality hotel linens, the company has earned wide recognition and a distinguished list of clients. Apart from the flagship duvet and duvet covers, other bedding products of the company have also emerged as prominent competitors in the bedding segment. The range of such bedding products include pillows, mattress protectors, night bed spreads, damask, pool towels, shower curtains, bath robes, heavy polyester satin, super soft towels and various other linen products for the hotel industry. N. Kumar & Co. nkumarlinen@hotmail.com
Sept-Oct ’11
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B U S I N E S S
O P P O RT U N I T Y
A D V E R T I S E R ’S I N D E X COMPANY
PAGE NO.
COMPANY
PAGE NO.
AKSAI
05
OCEAN GLASS PUBLIC COMPANY LIMITED
09
ALPHASTACKHAIRS PVT. LTD.
37
ONE STOP SHOP
53
ANNAPOORNA 2011
39
PIFBEX 2012
33
AQUARIUS APPLIANCES PVT. LTD.
35
PUSHKAL TEXTILES
10
ARMOUR ELECTRONICS PVT. LTD.
26
RAINBOW FURNITURE
BLUE FAB
59
RANS TECHNOCRATS (INDIA) PVT. LTD.
COMBII ORGANOCHEM PVT. LTD.
FIC
16 BIC
RATIONAL INDIA
08
DHOBIGHAT
22
REMINGTON STEEL ARTS
58
FCML PROJECTS
17
RITE EQUIPMENTS PVT. LTD.
13
FIDELIO INDIA PVT. LTD.
27
SAMRAT FURNISHERS
12
FINE FOOD INDIA 2011
25
SMOKE SOLUTIONS PVT. LTD.
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IFB INDUSTRIES LTD.
07, 21
SOFT SENSATIONS PVT. LTD.
BC
ION EXCHANGE INDIA LTD.
18
SOLUTIONZ CONSULTING
JAYGEE IMPORTS
12
SONY INDIA PVT. LTD.
KING METAL WORKS
19
SPRINGWEL MATTRESSES PVT. LTD.
23
KRONA LIQUATEC LTD.
10
STACKWELL
55
LOOM CRAFTS FURNITURE (INDIA) PVT. LTD.
SUPERSHINE LAUNDRY SYSTEMS PVT. LTD.
29
MITORA MACHINEX PVT. LTD.
26
VENUS INDUSTRIES
01
MITZVAH ENGG. INC.
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CLASSIFIEDS
58
N. KUMAR & CO.
20
BUSINESS OPPORTUNITY
59
NEELKANTH INDUSTRIES
11
* BC - BACK COVER
14, 15
45 GATE FOLD
* FIC - FRONT INSIDE COVER
* BIC - BACK INSIDE COVER
Sept-Oct ’11
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Interview
HOTEL Business Review
Don’t Only be a Passenger in the Train! By Sharmila Chand
Samil Malhotra took over the mantle of Vice- President, Sales & Marketing with The Lalit Suri Hospitality Group, in the year 2010. He had served the Indian Army as a Cavalry Officer. He also have had two decades of experience in the field of sales and marketing with media companies and did play a pivotal role in the launch of Discovery Channel, Top Gear magazine and Asian Wall Street Journal in India. He had also been associated with reputed media organisations like Star TV, Discovery Channel, HT Media Ltd. and The Times Group. Prior to joining The Lalit Suri Hospitality Group, he was with Business Standard as Vice-President, Magazine Division. During his tenure with The Times Group, Samil Malhotra was awarded the Best Sales Person of the year. On the academic front, he is an alumni of Kirori Mal College, Delhi University. Furthermore, he did Post-Graduate Diploma in Marketing Management from Times School of Marketing and was also awarded Silver Medal for his outstanding performance. He has also studied Strategic Marketing at the Indian School of Business. He is well-versed with French and German languages. The excerpts of the interview follow: Firstly tell us the vision and core values of your marketing operations?
We have a very strong consumeroriented approach whereby we offer services from guests’ perspective rather than our product perspective. So we have created a norm, which is captioned as ‘Limitless Hospitality and Developing Destinations.’ We believe in developing destinations and not just hotels. It is the people and the environment of the destinations, which account for the success of our hotels. Therefore, our initiatives involve the welfare of the local population where the given hospitality property is being built, promoting their handicrafts, culture, food, giving training and employment to their youth, and thereby facilitating the economic environment of the given region. We do not quantify these efforts in terms of business gains because we believe in creating a difference to the environment we work. Thus, to sum up, our vision is to be acknowledged as a ‘Caring, Courageous and Creative Organisation.’ What is strategy?
your
marketing
Firstly, as I have said earlier, it is to
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develop destinations and not just hotels. Secondly, our marketing strategy involves launching of new products in interesting destinations like Bekal, Srinagar, Jaipur, etc. We are always looking for opportunities in both leisure and business segment. Thirdly, it entails connecting with our guests through various activities we initiate. Lastly, and most importantly, our marketing strategy involves connecting with our trade partners at one-on-one platform, either through fairs or through exclusive affairs. To give you an example, we hosted a very exclusive get-together for selected travel trade at the House of Lords in the UK. This is how we believe in developing relationships, which may or may not culminate into business. But developing a bond is our strategy. You come from a totally different background, so how is your experience with the hospitality industry?
I am thoroughly enjoying my first stint in hospitality. Since I don’t carry any baggage of any other hotel brand, it is easier for me to function in a very objective manner. Also, I believe I can lend a flavour of freshness in my
operations, which I believe always helps. What is your strength?
It is my ability to mould myself according to my roles and responsibilities, without holding any past baggage. From Army to print and electronic media, and now in hospitality, I have enjoyed every single position without getting hassled about the change. What is your philosophy of work, which has helped you throughout your career?
My team-oriented approach, clarity of thought and delegation has steered me successfully in every position. Ten years from now where do we see you?
Believe it or not, but I am not very ambitious. So I would prefer to surprise myself with whatever destiny has in store for me. A parting shot?
Don’t merely be a passenger in the train; leave a positive mark in whatever you do. Be an agent of change or part of it but don’t get complacent. There is nothing like doing a remarkable job whatever it may be.