Hotel Business Review ( September-October 2014) The Business magazine for Hotel Professionals. by Hammer Publishers Pvt. Ltd

Sept-Oct ’14

Editorial

HOTEL Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor

Rajneesh Sharma

rajneeshhammer@gmail.com

Associate Editor

Swarnendu Biswas Resident Editor

Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design

Hari Kumar V Narender Kumar

Production Assistant

Mamta Sharma

Business Co-ordinator

Pooja Anand

Advertising Sales

Delhi: Debabrata Nath, Sumesh Sharma 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 © 2014 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 Print Creations, C-112/3, Basement, Naraina Industrial Area, Phase- 1, 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.

Sept-Oct ’14

MICE (Meetings, Incentives, Conferences/ Conventions and Exhibitions/Events) has become one of the fast growing and promising segments of the Indian tourism industry. The rising business travel, both within India and to India, and also the growing globalisation has contributed to the growth of MICE segment in India since the last decade. No wonder many hotels in India, especially the five-star and other high-end hospitality properties, are striving hard to promote themselves as lucrative MICE havens. In fact, harnessing its MICE potential more effectively can bring the much desired quick revival for the Indian hospitality industry. But the hotels and resorts and the hotel chains need to go the extra mile to attract the discerning MICE crowd in huge numbers. To attract the MICE clientele in huge numbers it is not only necessary for the five-star or four-star hotels and resorts to have wonderful conferencing and meeting facilities, but they should be supplemented with elegant spa, comprehensive F&B facilities and stately banqueting options, so that the MICE guests can get the much desired platform to amalgamate business and leisure at a single hospitality property. Developing more MICE destinations — both infrastructure and tourism potential wise — is also the need of the hour, in which various state governments can play proactive roles along with our tourism and hospitality industry. In our Cover Story, we have talked with a number of experts in the hotel industry across various hotels to get an insight of the various facilities being offered in the Indian hospitality industry to the MICE tourists. We hope this may interest our readers. As hospitality is a service-oriented industry, performance management is of crucial importance for the success of the hotels/resorts or hotel chains. And right recruitment is the edifice on which striving towards effective performance management is built upon. And the management of a hotel/resort is not likely to yield the desired results through performance management of human resources if the recruitment process is faulty or is not comprehensive. In the Business Story of this issue, we deal with the second part of our feature on performance management across hotels/resorts, which has also included the interesting applications of technology in the recruitment process, across the Indian hospitality industry. There is no denying the fact that the hospitality industry of India is presently going through a not so buoyant phase. In this context, innovative or at least savvy measures to enhance revenues in hotels and resorts, without incurring much of extra variable costs assume great importance. We have explored this topic in our Feature section where some new ideas to enhance hotels’ and resorts’ revenues are also being put forward. Besides the above-mentioned topics, we have also covered a wide gamut of information, opinions and perspectives pertaining to our evolving hospitality industry, which is beset with not only new challenges of today, but is also bolstered with new hopes for tomorrows. I hope our valued readers would find great value in these expressions between the covers.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

COVER STORY

MICE segment is one of the fast growing segments within the Indian tourism industry. Hotels in different parts of the country are reporting increasing MICE clientele and are offering several incentives to attract more numbers of MICE crowd.

DESIGN

PROPERTY

Renaisaance Homez has been engaged in incorporating creative design inputs to interiors since close to two decades. The brand’s aesthetic reﬂections are also evident in the Indian hospitality industry.

BUSINESS

Performance management is one of the more challenging aspects of people management. Especially for the hospitality industry, performance management can make the difference between success and closure of a hotel.

FEATURE

F&B

To facilitate speedy revival of the Indian hospitality industry in these times of intense competition, the hotel industry of India needs to think beyond the box and need to come up with some really unconventional measures.

V Resorts gives travellers the opportunity to satiate their urge to explore pristine nature in relatively unexplored locales, which are not only away from the madding crowd but also far from the tensions of the concrete jungle.

Vegetarian food was always popular in Indian households, but now vegetarianism is emerging as a hot trend in the realm of Indian food service industry.

DEPARTMENTS SPA

Heavenly Spa by Westin at The Westin Pune Koregaon Park facilitates its guests to refresh their spirits, to rejuvenate their bodies and to free their stress-ﬁlled mind. It comes across as a haven for serenity in this chaotic world.

Event

News Scan

Appointment

Report

Product Preview

Business Opportunity

Interview

Cover Pix: Jaipur Marriott Hotel, Jaipur

Sept-Oct ’14

Event

HOTEL Business Review

A Significant Trade Show for the Food & Beverage Industry

he 9th edition of Annapoorna World of Food India —an international exhibition for food & beverage trade — has once again proved to be an important trade fair for the food & beverage industry, in the Indian subcontinent. The B2B event was held during 24th-26th September at Hall No.5, Bombay Exhibition Center, Mumbai. The event attracted 186 companies from 25 countries who participated at the show. The show attracted 6007 trade visitors. There were country pavilions from Afghanistan, Argentina, Greece, USA among others. Food additives, fruits & vegetables, breadcrumbs, baking agents, raw ingredients, nutrients like pasta, pulses, oat products, cereals, muesli, different kinds of preserves, olives, different kinds of sauces and seasonings, nuts, dried fruits, oils, health food and dietetic products, confectionary and snack products, frozen food, chilled food, dairy products, alcoholic and non-alcoholic beverages and equipment for foodservice and catering were part of the impressive product range showcased at the trade fair. Some of the important buyers who were present at the Annapoorna World of Food India included Accor Group, Aditya Birla Group, Amaya Impex, Ambika Global Foods & Beverages, Bajoria Foods, Café Buddy’s, Dmart, Epicerie Brands, Fabs International, Future Group, Global Business Links, Godrej Natures Basket, Groceries Impex, Haiko Super Market, Hypercity, ITC Welcome Group, Marriot Hotels, Metro Cash & Carry, Reliance Retail, Ryan Marketing, Rovin Impex, Sovan Trading, Tesco, Top Notch Retail, Tree of Life, TJUK Trade Networks, VK Foods among others. Annapoorna World of Food India for the

Sept-Oct ’14

first time hosted European Union Pavilion, organised by the European Commission, wherein food and beverage producers from different European countries displayed their food and beverages. As part of ‘European Dining’ — a theme pavilion organised by Spanish Food and Drink Industry Federation (FIAB) on behalf of the European Union, a series of workshops, live cooking sessions by reputed Chefs, wine tasting sessions, etc. were organised, which helped to educate the audience about the European gastronomy. These two activities were perhaps among the most attractive activities at the fair. The USA pavilion, organised with the support from USDA, was inaugurated by Thomas L. Vajda, Consul General of USA in Mumbai. The pavilion had five exhibiting companies showcasing their products which included products like pistachio, walnuts, almonds, peanut butter among others. The exhibitors from USA expressed their satisfaction with the overall organisation of the fair. At the 9th edition of Annapoorna World of Food India, Enterprise Greece – an official agency of Greece — had organised a group of seven food and beverage product manufacturers to display their products to the enthusiastic visitors of Annapoorna World of Food India. The Pacific Alliance — a regional integration initiative of its member countries, which includes Columbia, Peru & Mexico — had its presence in the 9th edition of Annapoorna World of Food India by displaying interesting products from those countries. At the recently held trade fair, Afghanistan Holding Group (AHG) organised a delegation of 10 companies from Afghanistan, which

are into production of food and agriculture products. The representatives of AHG expressed their satisfaction with respect to the response received for their products on display. Indian-Baltic Chamber of Commerce (IBCC) — a public non-profit enterprise established in order to promote, develop and encourage information, trade, investment, education, culture, tourism as well as other economically constructive relationships between Indian and Lithuanian Republic and the Baltic countries — organised a group participation of food and beverage manufacturers from the Baltic Region at the fair. Products varying from condiments, chocolates, alcoholic drinks, fruits and vegetable products, dairy products, etc. were on display at the pavilion. Besides international pavilions, the Ministry of Food Processing Industries, Government of India, and the Governments of the states of Orissa and Jharkhand organised pavilions. They brought in small and medium food and beverage manufacturers as part of their pavilion. NIFTEM (National Institute of Food Te c h n o l o g y E n t r e p r e n e u r s h i p a n d Management), an apex institute of global standards in food technology entrepreneurship and management, showcased its objectives and achievements at the recently held show. Live cooking sessions by renowned Chefs, wine and other alcoholic drinks’ tasting sessions were add-on highlights of the annual show. The next edition of Annapoorna World of Food India is scheduled to be organised during14th -16th September 2015, at the Bombay Exhibition Center, Mumbai.

Sept-Oct ’14

Event

HOTEL Business Review

EVENTS’ CALENDER SIAL Paris 19-23 October 2014 Paris Nord Ville Pinte, Paris www.sial.fr International Foodtech India 2014 14-16 November 2014 Hall 1, Bombay Exhibitioon Centre, NSE, Mumbai www.foodtecindia.com

Equip’ Hotel 2014

Equip Hotel Paris 16-20 November 2014 Porte De Versailles, France www.equiphotel.com Hotel Expo 2014 26-28 November 2014 The Venetian Macao, Macau www.hotel-exhibition.com Hotel Investment Forum India 14-15 January 2015 The Leela Kempinski Gurgaon www.hifi-india.com

quip’ Hotel 2014 will be taking place in Porte de Versailles in Paris, France during 16th-20th November 2014. Equip’Hotel can be construed as the essential trade show for Horeca professionals; it showcases an exhaustive range of goods and services from the sectors of hospitality and catering. Equip’ Hotel can be perfect platform for professional networking and to decipher trends in the hospitality and catering industries. Equip’ Hotel 2014 will have five themed areas and 20 exhibition sectors to meet a wide gamut of professional needs. The event will be spread across 100,000 sq.m of exhibition space. The show is expected to attract 110,647 trade visitors, including 18.4 percent from outside France, and 1600 exhibitors. Furthermore, the event is expected to attract more than 500 experts across 20 nationalities, at the conferences and debates held during the show. At Equip’Hotel 2014, architects and designers will share their experiences with participants over the five-daylong show, at round-tables spread over different studios and creative spaces. Equip’ Hotel 2014 will have 250 live demonstrations and animations, and

Sept-Oct ’14

attract participation of over 352 Chefs. For its forthcoming 52nd edition, Equip’Hotel is uniting worldwide hospitality buyers even further through the launch of the Club Export programme. This programme will connect up major international buyers with exhibitors wishing to increase their exports of goods and services. Club Export members’ recruitment is in full flow and 250 buyers are expected to be recruited in Club Export. About 70 percent of French and international exhibitors have already signed up to the programme. As part of Equip’ Hotel 2014, the 15th edition of the Worldwide Hospitality Awards will be held on 17th November 2014, from 6.30pm, at the InterContinental Paris Le Grand Hôtel. Equip’ Hotel 2014 will have the 6th edition of Cuisine en Joute international by Génération Cuisines & Cultures, chaired by Jacques Marcon, on 18th November. During this show, throughout the day, top hotel and catering schools will do battle in pairs in the form of 15-minute duels (des joutes) in both kitchen and restaurant, on themes given in advance. For this year, in addition to kitchen and restaurant service there will also be a Pastry Chef, thereby making up a team of three.

Sigep 2015 17-21 January 2015 Remini Fiera, Italy www.en.sigep.it Gulfood 2015 8-12 February 2015 Dubai International Convention & Exhibition Centre, Dubai www.gulfood.com Aahar 2015 10-14 March 2015 Pragati Maidan, New Delhi www.aaharinternationalfair.com Myanmar Hospitality & Tourism Conference 2015 25-27 March 2015 Sule Shangri-La Hotel, Yangon, Myanmar www.mhtc.sphereconferences.com EDT Expo 25-28 March 2015 Istanbul, Turkey www.cnredtexpo.com HOTELEX 2015 30 March -2 April 2015 Shanghai New International Exhibition Center, Shanghai, China www.hotelex.cn

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Sept-Oct ’14

News Scan

HOTEL Business Review

FHRAI Elects its New President Tejinder Singh Walia has been elected as the President of the Federation of Hotel & Restaurant Associations of India (FHRAI) for 2014-15. The election took place at the 58th Annual General Meeting of the Federation of Hotel & Restaurant Associations of India (FHRAI), held at the JW Marriott Hotel in New Delhi. An alumnus of the University of Calcutta, Walia is a highly accomplished entrepreneur, with business interests spanning hospitality, retail and merchandise exports. He is the Chairman of Hotel Walson — a wellknown boutique hotel situated in the heart of Kolkata. He also owns a chain of six popular pubs and specialty cuisine restaurants across Kolkata. Outlining his plans for the year ahead, the FHRAI President said, “The coming year is especially crucial, because many of the key policy and regulatory issues, which FHRAI has been diligently pursuing for long, are currently poised at an important juncture. For instance, the

introduction of the Goods & Services Tax (GST), e-Visa for international tourists, infrastructure status for the hospitality industry, single-window clearance for projects, streamlining of the hotel classification norms, etc.” “We have to be persistent and proactive in our engagement with the Government, to ensure that these initiatives come to timely fruition. I am confident that the new team of office bearers will have the steadfast

support and cooperation of all industry stakeholders, as we earnestly execute our ambitious agenda.”

The New Office Bearers At the first meeting of the new FHRAI Executive Committee, the following office bearers for the year 2014-15, were also elected. They are: Honorary Secretary: Vivek Nair, CMD, Hotel Leelaventure Ltd. Vice-President: Luv Malhotra, JMD, The Suryaa, CHL Ltd. Vice-President: Bharat Malkani, MD, Hotel Transit Vice-President: K. Syama Raju, MD, Hotel Maurya Honorary Treasurer: Sudesh Poddar, MD, Satya Hotels and Natraj Hotel & Resorts Joint Hony. Secretary: Garish Oberoi, Partner, Hotel Uberoi Anand, Bareilly Joint Hony. Secretary: K Murali Rao, MD, New Woodlands Hotels Pvt. Ltd.

A Tie-up to Facilitate Revenue Optimisation Busy Rooms has announced the completion of a deal with Best Western India Hotel Group. Best Western India Hotel Group has signed up for Busy Rooms full membership service. Here it deserves a mention that Busy Rooms offers comprehensive revenue, marketing and distribution service, which facilitates in optimising the sale of rooms for the hospitality industry while serving online sales channels with relevant product. This is all achieved through a single contract and technology platform, connecting both sides hassle free. As a result of this tie-up, Busy Rooms will be supporting the group with an entire central reservation solution made up of technology, distribution, optimisation and support services. The full membership package includes Busy Rooms’s own Central Reservation System which provides modules like rate shopping, reputation management, content management, Internet booking engine and channel management, enhanced by

Sept-Oct ’14

services like contracting, potential analysis and revenue management. Going forward, Busy Rooms will be handling all 3rd party contracting to online sales channels that the group has not had access to so far. This will help the hotel group to streamline operations and service only one contract with Busy Rooms rather than the hassle in connecting to multiple online sales channels. Busy Rooms will furthermore identify opportunities, help with revenue / marketing services and provide better access & positioning in a wider market. Pranav Bharadwaj, Director of Sales & Marketing at Best Western India commented, “We are excited about signing this deal with Busy Rooms. Online bookings account for over 40 percent of our total business and Busy Rooms will help us to increase our market share in many of our key markets. The key value that Busy Rooms brings is that now our hotels can focus on guest experience while Busy Rooms will focus on selling our rooms via

the various online sales channels.” “With revenue management services, SEO, a fully interactive website / booking engine and of course with a full central reservation system I know that we will gain a huge amount from this tie-up. I look forward to seeing our numbers improve,” Bharadwaj added. Prashant Menon, Vice President of Sales APAC, Busy Rooms, stated, “We are thrilled that a globally recognised brand can be welcomed to the Busy Rooms full membership service. The use of our all in one system should prove vital in allowing the group to reach its revenue targets over the coming years.” Here it deserves a mention that Busy Rooms will continue to penetrate the Indian market, where it has seen large potential. During the past 12 months, the region has been extremely signiﬁcant to the company. Prashant Menon and his locally based team are now looking to further build on this by focusing on other Asian markets.

Feb-Mar ’14

Hammer Food & Beverage Business Review

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News Scan

HOTEL Business Review

Amritsar Starwood Hotels and Resorts to Slated to Have Relocate its Global Headquarters the Largest in India during March 2015 Hotels and Resorts Worldwide include Bangalore, Chennai, Kochi, Hotel in India Starwood has announced that in March of the Hyderabad and Pune to interact with Just 9 km from the world renowned Golden Temple, the largest hotel in the country is on its way to become a fascinating reality or rather a realty. DJB Infrastructures & Developers India Pvt. Ltd., a company which has to its credit several construction projects in Singapore, Australia and New Zealand,

is engaged in developing the ambitious project. DJB Infrastructures & Developers India Pvt. Ltd. is the Indian arm of the DJB Group of Companies, which is headquartered in Singapore, having 30 years of experience in the realty sector. However, DJB Infrastructures & Developers India will not be managing the future hotel, and is in the process of finding the suitable operators. The name of the future hotel is Hawthorn Suites by Wyndham Amritsar and the property will be having five-star amenities and facilities. The massive hotel of the near future will comprise of 1113 rooms! About 75 percent of its rooms will be marketed as timeshare, in partnership with RCI. The rooms allocated for timeshare and as well as the rooms allocated for general hotel guests will be under the management contract. The first phase of the mixed use property will become operational by the end of 2017, and the phase will include 370 odd rooms. The massive hospitality property, when it becomes fully operational, is expected to cater to the plethora of NRI religious tourists coming to Amritsar in a big way.

Sept-Oct ’14

next year, it would relocate its global headquarters to India, with the objective of expanding its operations across the country. However, this relocation of its global headquarters from the US to India will be only for a month. “Our chief executive and top leadership will conduct business out of India in March 2015 for ‘month-long immersion’, as they did in China in 2011 and Dubai in 2013, to be closer to guests and associates in the key growth region,” the company said in a statement. During the month of March 2015, the Starwood’s team will travel to Indian cities through the country which would

associates, customers and prospective developers. During this month, Starwood’s Chief Executive, Frits van Paasschen and the company’s other top executives will divide their time between Mumbai and Delhi, and conduct business for outbound travel. India presents immense potential for outbound travel. Here it deserves a mention that India has emerged as one of the fastest growing outbound travel markets in the planet having a projection of 50 million travellers abroad by 2020. India presents a major source of new loyal travellers for Starwood.

An Award for Radisson Blu Hotel New Delhi Paschim Vihar Radisson Blu Hotel New Delhi Paschim Vihar has won the Best MICE hotel award in Delhi/ NCR at the 8th Annual Today’s Traveller Awards, 2014. The awards ceremony took place at The Ashok, New Delhi, on 16th September 2014. Shripad Yesso Naik, Minister of State for Tourism and Culture (Independent Charge) was the Chief Guest for the occasion. “It is my priority to develop India as an important tourism destination. We are focusing on new marketing efforts along with developing the new products as well as creating and nurturing the infrastructure facilities to enhance our existing products,” Naik afﬁrmed.

ibis’s Network Increases InterGlobe Hotels has announced the opening of an ibis brand hotel in Delhi. The name of the hotel is Ibis Delhi Airport. By 2016, InterGlobe Hotels envisages to have 19 ibis hotels operational across India, which would together have 3600 rooms. This newly opened Delhi property under the ambit of ibis brand happens to be the ninth ibis hotel in India. It comprises 316 rooms. Here it deserves a mention that InterGlobe Hotels is a joint venture between InterGlobe Enterprises and Accor Asia Pacific, established in 2004, to develop a network of ibis hotels throughout India, Nepal, Sri Lanka and Bangladesh.

Sept-Oct ’14

HOTEL Business Review

News Scan

Planet Hollywood to Howard Johnson Begins its Indian Innings Enter India Wyndham Hotel Group, along with JMJ Group, is scheduled to launch a Planet Hollywood property in Goa by the end of this year. This will be the ﬁrst Planet Hollywood hotel or resort in India. In fact, Goa will be only the second destination in the world after Las Vegas to have a Planet Hollywood hotel or resort. The property will be the second Planet Hollywood hotel or resort after Planet Hollywood in Las Vegas. The soon to be operational property will be a beach resort, and it will be spread across 10 acres. It is being developed by JMJ Group, which has entailed an investment of Rs. 250 crore for this project. The property is expected to become operational within the next two months. Wyndham Hotel Group has entered into a franchise agreement with JMJ for the property. The Wyndham Hotel Group has licence to franchise the Planet Hollywood Hotels brand. The Hollywood-inspired themed beach resort in Goa would comprise of 115 rooms and 15 luxury tents, and it is located on the white sands of Uttorda Beach, in South Goa. The introduction of this globally renowned themed hospitality brand in India can give a much required impetus to our tourism and hospitality industry.

Sept-Oct ’14

Howard Johnson, part of Wyndham Hotel Group, has launched its first Howard Johnson hotel in India, in Bangalore, in the recent past. The brand makes its entry into India through an agreement with Unique Mercantile India Private Limited. Howard Johnson Bengaluru Hebbal is a 117-room mid-market, full service hotel, conveniently located close to the Kempegowda International Airport, adjacent to Manyata Embassy Business Park. “We are happy to announce the launch of the first Howard Johnson hotel in Bengaluru. Under the agreement with Wyndham Hotel Group, we plan to launch 35 Howard Johnson properties by 2020 across different parts of India,” said Rahul Rai, Executive Director, Unique Mercantile India Private Limited. “HoJo is a well-known hotel chain across many countries. Designed with the cost conscious Indian customer in mind, Howard Johnson in India will provide great amenities at the most competitive prices in the industry,” he added. The rooms at Howard Johnson Berngaluru Hebbal are categorised into 81 deluxe rooms, 23 executive club rooms, 5 premium rooms, and 8 suites. All rooms are spruced with wellappointed amenities like digital anti-theft laptop safes, personal mini bars, a tea and coffee maker, working table with an ergonomic chair and much more. To add to this, guests can also enjoy an outdoor swimming pool that gives a panoramic view of the city, a spa and a high-tech fitness center. For high powered meetings and business visits, the hotel hosts a 3,500 square feet conference and event space, which includes two meeting rooms and a business center that is open 24 hours a day. The hotel offers a delectable selection of cuisines. The all-day-dining facility named Nest serves wonderful Asian cuisine along with western and local favourites. For the discerning guest, looking for a relaxing time after a hard day’s work, Marea bar with its dash of progressive music can come across as a preferred haven. Verve, the café lounge, serves an array of single origin coffees, and organic and flavoured teas. “Following an exclusive business model in the hospitality sector, our aim is to invest in both incomplete and existing hotels which are underperforming or in need of cash infusion. We aim to convert such hotels into HoJo properties and provide them with the requisite international standards of operations and management. Wyndham has the expertise in managing and marketing of hotels and with our partnership we hope to strengthen HoJo’s presence in India, a brand that is recognised around the world,” proffered Rai. “Bengaluru is an ideal destination for this launch. Midmarket full service hotels are appealing to potential guests in the city as they offer great value for money,” added Deepika Arora, Regional Vice President, Indian Ocean, EMEAI for Wyndham Hotel Group.

Sept-Oct ’14

HOTEL Business Review

Best Western Ashoka Hitec City Launched The Best Western Group has launched a three-star property in Hyderabad, in the recent past. The name of the property is Best Western Ashoka Hitec City. The 48-room hotel is positioned to attract business and as well as leisure travellers. Located in the heart of the information technology hub the hotel has an elegant and contemporary design and offers state-of-the-art business and leisure facilities. Equipped to handle both business and holiday travellers, the hotel has a coffee shop and a multi-cuisine restaurant, which serves fine food with a strong regional influence. “Best Western Ashoka Hitec City is a step towards the fortification of our commitment of bringing the best to this city. Over the years, we have added hotels at various locations in India and overseas, which have become industry benchmarks. We are confident that Best Western Ashoka Hitec City will become the finest business hotel; perfect for discerning travellers and people on the move,” stated Gaurav Sarin – Associate Vice President, Business Development & Quality Assurance, Best Western India. This is the second hotel in Hyderabad under the ambit of Best Western Ashoka.

News Scan

Hotel Formule1 Races Ahead in India Accor’s Hotel Formule1 chain has expanded its presence in the country, by launching its new property in Gurgaon. This is the chain’s fifth property in India. The recently launched hotel can cater to both business and leisure travellers. The hotel is located within Good Earth City Centre, close to numerous dining and entertainment options and is less than 30 minutes away from Delhi’s Indira Gandhi International Airport. Hotel Formule1 Gurgaon is strategically located near corporate hubs as well as tourist attractions and shopping malls. With some of the capital’s top medical facilities– including Medanta, Fortis, Park and Artemis – in close proximity, the hotel is also ideal for medical tourists to Delhi-NCR. Hotel Formule1 Gurgaon features 205 stylish and compact rooms equipped with a range of amenities, which include flat screen LED television, storage areas, free Wi-Fi Internet, comfortable beds and soundproof windows. Philip Logan, Vice President, Hotel Formule1 India, said, “Hotel Formule1 seeks to reach out to aspiring young travellers throughout India. The opening of Hotel Formule1 Gurgaon marks our fifth Hotel Formule1 in India and our second property in Delhi-NCR, reinforcing our strong presence and growth ambition.”

Bageecha Re-opens for a New Season Bageecha, the terrace restaurant of Novotel Mumbai Juhu Beach, which is located at the end of the swimming pool with an open air patio dining, has re-opened its doors to guests from 10th October. Here it deserves a mention that Bageecha is operational for eight months in a year. Bageecha, which affords scenic views of the Arabian Sea, is giving opportunity for its guests to enjoy specialised Indian food prepared by the Master Indian Chef, Bhairav Singh, who has played his role in discovering and reviving the food of royal Indian cuisine, long lost in the pages of history. The restaurant is featuring a daily changing, unlimited four course treat served by the poolside. Here you can rediscover and savour long lost recipes. Speaking about the opening of Bageecha for this season, Tejus Jose, General Manager, Novotel Mumbai Juhu Beach, said, “This season, we are truly excited to open the doors of Bageecha and welcome guests to enjoy a pleasant Indian dinner crafted to tantalise the taste buds, at an ideal location overlooking the captivating sunsets.”

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HOTEL Business Review

HRAEI Elects New President Sudesh Poddar has been elected as the President of the Hotel & Restaurant Association of Eastern India (HRAEI) with an overwhelming majority at the Annual General Meeting, which was held at The Park Kolkata on 26th September 2014. Poddar is the Managing Director of Satya Hotels Pvt. Ltd. and Natraj Hotel & Resorts Pvt. Ltd. The Managing Committee now has a new look with TS Walia as the President Designate for FHRAI, Pranav Singh as Secretary General, and Navin Suchanti as the Treasurer. Established in 1961, HRAEI is the largest non-government, non-proﬁt hospitality body in eastern India. HRAEI is the voice of hoteliers & restaurateurs in eastern India and its main objective is to encourage, promote and protect the growth of the hospitality industry in the region. HRAEI`s membership encompasses a wide range of players in the industry, ranging from the small restaurants to the ﬁve-star deluxe hotels through the eastern and north-eastern states of West Bengal, Assam, Manipur, Nagaland, Meghalaya, Sikkim, Arunachal Pradesh, Tripura, Bihar, Jharkhand, Orissa and

News Scan Andaman & Nicobar Islands. According to Sudesh Poddar, ‘The eastern and the northeastern India and the Andaman & Nicobar Islands have immense potential for growth of tourism. Our main focus in the current year will be to work with the various state governments to realise the potential of tourism in the region.’ One of the major challenges faced by the Indian hospitality industry is the high and complex taxation structure. “Our endeavour will be to network with the state governments in the region to work out a uniform tax structure,” he added.

Luv Malhotra is the New HRANI President After the 63rd Annual General Meeting of the Hotel and Restaurant Association of Northern India (HRANI), Luv Malhotra, Joint Managing Director of The Suryaa, CHL Limited was elected as the President of HRANI. Verma is a member of PHDCCI & FICCI. Hotel and Restaurant Association of Northern India (HRANI) is the northern wing of the Federation of Hotel & Restaurant Associations of India (FHRAI) — an apex body of the Indian hospitality industry. HRANI represents various hotels, restaurants, travel agents, tour operators, manufacturers, suppliers and educational institutes from all nine states/UTs of northern India i.e. Delhi, Haryana, Punjab, Rajasthan, Chandigarh, Himachal Pradesh, Jammu & Kashmir, UP and Uttarakhand. It was conceived with an idea to give hoteliers and restaurateurs in northern India a common forum for interaction. HRNAI has an active membership of 1700 from the Indian hospitality industry and allied sectors. HRANI is assisting its members to create a conducive environment to tap the vast potential of hospitality industry in northern India.

Other Office Bearers Following office bearers for HRNAI for the year 2014-16 were also elected. Vice President: Suresh Kumar, CEO, Fortune Park Hotels Ltd., Gurgaon. Vice President: RN Kukreja, MD, The First Floor Restaurant, New Delhi. Honorary Secretary: Garish Oberoi, Partner, Hotel Uberoi Anand, Bareilly. Treasurer: Bharat Aggarwal, MD, Mansingh Group of Hotels, New Delhi. Hony. Jt. Secretary: Arun Dang, Partner, Grand Hotel, Agra. Hony. Jt. Secretary: RD Anand, Director, Asia Group of Hotels, Jammu.

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Niraamaya Retreats’s New Property in Kumarakom Niraamaya Retreats, a venture of the Jupiter Capital Group, has announced a new property in the picturesque Kumarakom, Kerala. Niraamaya Retreats has set benchmarks in luxury wellness and heritage tourism with its properties in Thekkady and Kovalam (both in Kerala). The expansion is a well thought out plan to expand across the Kumarakom circuit. Commenting on the expansion, Manu Rishi Guptha, CEO, Niraamaya Retreats, said, “Our aim is to offer both the short and long haul traveler a variety of options that range from the mountains to the beach to the backwaters. Each location is a piece of heritage and history and has been carefully handpicked.” Here it deserves a mention that the given property at Kumarakom is still in the development stage and will be ready by December 2015. The property will have 28 villas, to be built like traditional Keralite homes. The rooms will be a blend of weathered wood and contemporary luxury, offering a perfect balance between old world charm and modern comforts. The property will also have two houseboats to offer the holistic Kerala experience. The property will also be equipped for conferences and weddings.

News Scan

V Resorts Introduces Property Management Solutions, Raises 2 million USD from Seedfund V Resorts, a chain engaged in managing boutique resorts in offbeat destinations of India, has recently introduced an online platform for hotel, cottage and resort owners in the country. Supported by institutional investors and managed by an adroit team of professionals, V Resorts has developed solutions and carefully designed processes that can help maintain and monetise properties with 5-25 rooms, across offbeat locations of India.

Here it deserves a mention that the property management services of V Resorts are targeted for owners of properties between 5-25 rooms, located in beautiful unexplored destinations where nature, peace and solitude reign supreme. Properties set in less explored locations often struggle with low occupancy levels, high employee attrition and stressful daily management issues. Elaborating on the difference the company is making, Aditi Balbir, Managing Director of V Resorts, said, “We understand the owners’ anxiety and concern for their property/properties and adopt their dream to remove all worries over their propery’s/properties’ maintenance and care.” V Resorts has also recently raised close to 2 million USD or about Rs. 12 crore from Seedfund. Over the next 5-6 months, the company is slated to add four more properties to its portfolio of leisure resorts and will be increasing its inventory from 80 to about 300 rooms. Commenting on the recent developments Aditi said, “We are excited about the avenues that this investment opens for the brand and are delighted with the conﬁdence placed on us by Seedfund.” V Resorts currently manages six resorts in exquisite locations across three states bordering Delhi. These include Uttarakhand (Sattal, Ramgarh, Pauri and Rajaji National Park), Himachal Pradesh (Narkanda) and Rajasthan (Pali).

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Appointment

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Rakesh Sarna Rakesh Sarna joined Indian Hotels Company Limited as the Managing Director and Chief Executive Officer, on 1st September 2014. In this new role, he is responsible for steering the growth of the organisation as it continues to be positioned as a strong India-based hotel chain with strategic presence in chosen markets outside India. Sarna brings over three decades of experience across various leadership roles with Hyatt Hotels Corporation. Prior to this new role, Sarna was the Group President - Americas of Hyatt Hotels Corporation with a portfolio of 146 full service hotels, 233 select service hotels and 15 vacation ownership facilities across North America, the Caribbean and Latin America.

Trilok Chouhan Trilok Chouhan has taken over as the new Front Office Manager for the Novotel Mumbai Juhu Beach from 13th October 2014. Chouhan has a 13-year hospitality career, which is continuing forward. He began his career with The Leela Kempinski and then moved to the world famous Burj Al Arab. Then he joined a cruise liner, where he worked for five years. After moving back to India, Chouhan worked with several renowned hotels like Sofitel Mumbai BKC. As the Front Office Manager with Novotel Mumbai Juhu Beach, Chouhan is responsible for looking after the day- to-day operations at the front desk and is directly responsible for guest satisfaction.

Tejus Jose Tejus Jose has taken over as the General Manager of Novotel Mumbai Juhu Beach. Jose has been associated with the Accor group in several positions for almost nine years and his last assignment was as the General Manager of Grand Mercure Bangalore. Having embarked on his

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career 14 years ago, he has worked with many renowned Indian and international hotel companies before joining Accor. An alumnus of IIM Calcutta, Jose’s key interests and expertise lies in delivering results through empowered people and systems and processes in all aspects of the hospitality business.

Thomas Kocheri Thomas Kocheri has been recently appointed as the General Manager of Lords Resort, Sasan Gir, Gujarat. He brings with him 18 years of rich experience in different facets of hospitality, with specialisation in F&B operations. Prior to his new role with Lords Resort, Sasan Gir, Gujarat, he was a Senior Manager with Mahindra Holidays & Resorts, Sasan Gir. In the past, he had also worked with Wonderland Resort, Sasan Gir. He is a graduate from the St. Xavier’s College, Ahmedabad. An avid lover of wildlife, in his new role he is responsible for operations and F&B of the resort.

Alejandro Bernabé Alejandro Bernabé has been appointed as the Chief Executive Officer at Kempinski Hotels in October 2014. Just 44, Bernabé has been groomed for senior management over the course of his 16 years with the company. Bernabé began his innings with Kempinski in 1998, as the Pre-opening Food & Beverage Manager at the Kempinski Hotel Plaza in Jakarta. In 2013, Bernabé was made responsible for the group’s operations and development efforts in the South-east Asia, and his development efforts in one of the group’s most important emerging regions have already resulted in the group signing two exciting hotels in Myanmar. Bernabé is known for his practical, hands-on experience in city and resort hotels, and for his inspirational and rigorous management style. Bernabé’s mandate is to ensure a smooth transition and to continue building the group.

Sept-Oct ’14

Report

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FHRAI Convention Addressed Key Industry Issues

he 49 th edition of the FHRAI’s (Federation of Hotel & Restaurant Associations of India) Annual Convention was inaugurated at the Jaipur Marriott Hotel on 12th September 2014. The convention’s theme was Hospitality & Tourism: The key to unlocking India’s global potential. The convention was held during 12th-14th September 2014. The inauguration was graced by the Chief Minister of Rajasthan, Vasundhara Raje, and RV Deshpande, the Minister of Tourism, Government of Karnataka, was the Guest of Honour. Rana Kapoor, MD & CEO, YES BANK Ltd. and the President, ASSOCHAM, was the keynote speaker. On his association with FHRAI he stated, “YES BANK is pleased to

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partner with FHRAI for this flagship tourism & hospitality industry convention, being held in Rajasthan, which will further galvanise tourism in this significant state.” He further added that “YES BANK is dedicated to becoming a valued partner in the dynamic growth of the tourism & hospitality sector of Rajasthan.” Over 700 delegates, including leading hoteliers, restaurateurs, senior central and state government officials, investors, representatives from financial institutions, global consultants, major suppliers and media persons attended the FHRAI Convention in Jaipur. At the convention, through meticulously structured business sessions, the delegates enjoyed an exclusive opportunity to engage

with key policymakers, doyens of the industry, inspirational entrepreneurs and global experts, for enriching deliberations on the multifarious strategic, competitive and policy dynamics, which are currently shaping the sector’s landscape. One of the most interesting sessions on the second day of the convention was titled Heritage Hotels: Are they really getting their fair share? The session saw the participation of Steve Borgia, the Chairman & MD, INDeco Leisure Hotels, who pointed out that eco and heritage tourism were gaining popularity. He also stated that, “It is high time India starts giving importance to responsible tourism. With this we will not only be able to use the legacy but also generate employment

Sept-Oct ’14

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opportunities for a lot of people.” To this Rakesh Mathur — former President of ITC WelcomHeritage who also moderated the session, added that “Tourism is all about heritage — whether natural or built. Rest everything revolves around it. It is high time that we recognise heritage and value it.” He also stated that there was lack of ownership for our heritage and therefore he proposed that FHRAI and IHHA should together form a high powered committee with the objective of promoting national heritage. Names such as AD Singh, and Rahul Akrekar in the session titled The Indian restaurant sector — Are we heading for an unprecedented boom? highlighted on the fact that new offerings at a decent price can work wonders in Jaipur. The panel also raised an important point of restaurant being promoted by travel agents. Other sessions held during the second day of FHRAI’s 49th Annual Convention included Indian hotels — The year that was… a snap shot by Manav Thadani, Chariman, HVS — Asia Pacific, and The emerging digital and social media landscape — will it increasingly influence the success of your business? The 49th FHRAI Annual Convention concluded on 14th September, again with very impactful sessions. During the concluding speech, SM Shervani, the President of FHRAI at that time(he has been recently succeeded by Tejinder Singh Walia, who has been elected as the President of FHRAI for 2014-15) announced, ”FHRAI has pledged Rs.31lakh for the aid of Jammu & Kashmir.” He also expressed complete solidarity with the fellow citizens in Jammu & Kashmir. “We are resolutely committed to assist the state’s hospitality and tourism sector in overcoming the adverse impact of the unprecedented natural calamity in the region,’’ Shervani asserted. Some of the interesting sessions held during the concluding day were Indian hotel management contracts: Are the owners beginning to get a better deal? and The

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A Survey on Hotel Management Contract Trends in India

he FHRAI and Jones Lang LaSalle (JLL) Hotels & Hospitality Group have jointly published a report, which reviews the current trends in hotel management contracts in India. This survey focuses exclusively on the Indian market. It was released at the 49th FHRAI Annual Convention. The survey has been conducted with a large representative sample size of contracts, signed over the last five years on pan-India basis and across several leading global and domestic hotel operators; spanning the entire spectrum of market positioning, from economy to luxury brands. It provides a snapshot of comparative data and relevant analysis on key elements of hotel management contracts, such as term of the agreement, management fees (base, incentive and other fees), performance and early termination clauses, etc. Speaking at the launch of the report, Mandeep S Lamba, Managing Director — India, JLL Hotels & Hospitality Group said, “We are delighted to have worked with FHRAI on this fascinating study which would add excellent value to FHRAI members by giving them access to information not ordinarily available in the public domain.” He further stated that “The survey provides a rare insight into the nuances of hotel management contracts.” In this regard, Shervani said, “Through our extensive thought leadership initiatives and industry-oriented research, FHRAI has always sought to empower, engage and enlighten. Our collaboration with JLL for producing this report is a perfect embodiment of this steadfast commitment. I am confident that this report will serve as an invaluable reference on this vital issue of great contemporary interest.”

new Paradigm – How Indian Chefs are fast turning into business leaders? FHRAI also conducted awards ceremony this year; felicitating the talents from the hospitality industry.

Some Resolutions by FHRAI

Various resolutions were adopted at the convention. Some of them are given here: 1. To facilitate the massive investment which is required to bridge the serious shortfall in the availability of hotel rooms in the budget & mid-market segment, FHRAI recommends that the minimum project cost mandated for inclusion of hotels in the RBI’s Infrastructure Lending norms should be reduced from Rs. 200 crore to a threshold of Rs. 20 crore, so that hotels across diverse categories and market positioning become eligible to access lower cost long-term finance. 2. FHRAI calls for the early nationwide introduction of a unified Goods & Services Tax (GST), which should subsume all state and central indirect tax levies. In order for India to be competitive as a tourist destination vis-a-vis our neighbouring countries in South-east Asia, it is imperative that GST should be applicable on the hospitality sector at a concessional rate not exceeding 8 percent. Till

implementation of the GST regime, FHRAI suggests that hotel accommodation and restaurants must be included in the Negative List for Service Tax. 3. The scarcity and exorbitant cost of land in cities is a major impediment for the hotel industry. FHRAI recommends that the Government should earmark suitable land parcels as ‘hospitality development sites’, which instead of outright auction, should be offered to promoters on long-term graded lease. FHRAI further requested that higher FSI/ FAR and relaxed parking norms be permitted for hotels so as to make projects financially feasible. 4. For areas which have been identified as part of the upcoming integrated tourist circuits, FHRAI suggests that surplus land available with various government agencies should be utilised for construction of affordable tourist accommodation under the PPP model. 5. To coincide with the launch of the landmark E-Visa initiative, FHRAI suggests that 2015 be celebrated as ‘Visit India Year’, featuring food festivals, cultural extravaganzas and myriad experiential activities for tourists, across the country, throughout the year. As a further incentive, FHRAI also suggests that service tax exemption & VAT refunds should be extended to foreign tourists visiting India in 2015.

Sept-Oct ’14

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Cover Story

MICE

Makes Nice Business

MICE segment is one of the fast growing segments within the Indian tourism industry. MICE market has become the main tourist market, globally. In India too MICE forms a significant sector of the tourism industry. Hotels in different parts of the country are reporting increasing MICE clientele and are offering several incentives to attract more numbers of MICE crowd. According to a research agency, the most important aspect for the MICE clientele in a hotel was the service, the facilities it offered and the extra mile that the hotel was willing to go to keep this sector satisfied. Ashok Malkani interacted with Indian hotel industry professionals from different parts of the country to gauge how the industry was meeting the demand of the MICE clientele. 28

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ention mice and most of the ladies are apt to jump on the tables shouting “eek”. But MICE is nice for all hoteliers, including the lady hoteliers. The difference between the two is that the later is spelt in capital letters and it stands for Meetings, Incentives, Conferences/Conventions, and Exhibitions/Events. It is a hot segment in the tourism and hospitality industry of India. Countries are vying with each other to promote themselves as a hot MICE destination in order to garner a major piece of this happening business segment. And hotels, in many countries, are going that extra mile to attract MICE business.

Impressive MICE Clientele Different hotels report different percentage of MICE clientele. However, the role of MICE across various hotels’ business seemed largely impressive. Philippe Charraudeau, VP (West) & GM, ITC Maratha, said, “ITC Maratha being a luxury hotel targeted at the high-end business traveller, is experiencing a surge in the MICE segment.” Jatin Khanna, General Manager, JW Marriott Hotel Pune stated that as far as his hotel was concerned, “The MICE segment is responsible for driving 30 percent of the hotel’s business mix.” “Novotel Mumbai Juhu Beach is a business hotel. Very high percentage of our clients comprise of business travellers. Hence, MICE is one of the imperative sources of business for our hotel,” stated

Amrita Gujral, the Director, Sales & Marketing , Novotel Mumbai Juhu Beach. “MICE clientele contributes to 30 percent of the total guests at Courtyard by Marriott Pune Chakan,” admitted Hemant Tenneti, General Manager, Courtyard by Marriott Pune Chakan. “MICE business contributes between 28-32 percent of the total business at our resort,” disclosed Ranju Alex, General Manager, Goa Marriott Resort & Spa. However, according to Abdul Nasir

Shaikh, the Director of Operations, Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet, Mumbai — Marriott Executive Apartments, the percentage of MICE clients is not very high in his hotel. He stated that it constituted “approximately 18 percent of the guests coming to Renaissance Mumbai Convention Centre Hotel.” Stephanie D’Silva, the Director, Sales and Marketing at JW Marriott Hotel Mumbai stated, “About 30 percent of our hotel’s business is driven from MICE clientele. Especially during the lean months – between April to September – our reliance on this segment increases. While other pockets do help in driving occupancies, more reliance is placed on MICE business for a hotel of the nature of JW Marriott Hotel Mumbai.” “At Alila Diwa Goa, MICE contributes 30 percent of the clientele and if we include the social segment in this, then the ratio goes up to 50 percent,” informed Amarendra Kumar, Assistant Director of Sales, Alila Diwa Goa . “MICE contributes about 20-25 percent of our guests,” disclosed Sunil Bhatia, the Director, Sales & Marketing of The Mirador, Mumbai. “JW Marriott Hotel Bengaluru, with its innovative and approachable MICEcentric approach, caters to a large MICE

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Jatin Khanna

Ranju Alex

Elton Hurtis

clientele. So we constantly ensure that our facilities are designed to meet their expectations. For this, the meetings’ experiences are curated to satisfy our discerning guests,” expressed Parul Thakur, General Manager, JW Marriott Hotel Bengaluru. “The percentage of MICE’s contribution to our hotel is about 40 percent of our total business generated from the hotel. This is an important as well as promising segment for our hotel,” pointed out Javed Parvez, the Director of Sales, Novotel Hyderabad Airport Hotel.

shopping and other activities,” proffered Elton Hurtis, General Manager of Courtyard by Marriott, Bhopal. Patria Badgwar, the Director, Sales & Marketing, Bengaluru Marriott Hotel Whitefield while stating that 20 percent of bookings at their hotel were done by MICE clients asserted that the hotel “with more than 10,000 square feet of function space and 324 rooms equipped with the latest facilities is an ideal destination for corporate conventions.” The hotel is close to the biggest convention space in Whitefield. “Courtyard by Marriott Pune Chakan is custom-designed for corporate offsites and trainings. In addition to the flexible meeting and social spaces offered by the hotel, the hotel has the requisite infrastructure to organise various team building activities during the meetings,” confirmed Tenneti. According to Manish Dayya, General Manager, Novotel Goa Shrem Resort and Grand Mercure Goa Shrem Resort, North Goa, where both these hotels – Grand Mercure Goa Shrem Resort and Novotel Goa Shrem Resort –are located, it is easy to mix business with pleasure. “That is why both the hotels have the best MICE facilities, and we want to capitalise on this by giving a dual experience of ‘business with pleasure’ to all our guests and patrons who choose our properties as the destination for their events,” he stated. “At Grand Mercure Goa Shrem Resort, the banquet facilities offered are by far the largest in North Goa with an outdoor convention space of 8,000 sq. ft., which is very well supported by four breakaway rooms ranging from 500 sq. ft. to 1,500 sq. ft. Additionally, we have three board

rooms at the Business Centre for smaller meetings. For exhibitions and social gatherings we also have our Beach Lawns named ‘La Brise’ which spans over an area of 20,000 sq. ft. and accommodates up to 2000 persons,” elaborated Dayya. “Novotel Goa Shrem Resort with its ‘MEETINGS @ NOVOTEL’ offers ideal solutions that ensure the success of all types of meetings. The board rooms can accommodate up to 12 persons at the Business Centre and the ballroom with a pre-function foyer area is ideal for larger conferences and social gatherings. The area of the hall is 2800 sq. ft. with a pre-function foyer area,” informed Dayya further, backed by appropriate ﬁgures. “The JW Marriott Hotel Pune offers the most opulent and inspired settings to hold MICE events in the city. A premium ﬁve- star property in Pune, the hotel has the largest room inventory of 414 rooms in the city, 44 suites, large numbers of twin occupancy rooms, a pillar-less grand ballroom of 13,000 sq. ft., a total of 40,000 sq. ft of indoor and outdoor

Ready For the Guests With such a large percentage of MICE clientele across hotels in the country, the question about the facilities being offered by the hotels to the MICE clientele deserves in-depth exploration. “We provide accommodation, venue & catering services to our MICE clients. Since the hotel is located adjacent to the mall, guests have the convenience to go to the mall and spend some time for

Patria Badgwar

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Abdul Nasir Shaikh

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Hemant Tenneti

meeting spaces, state- of-the- art AV facilities, eight food and beverage outlets, and 15,000 sq. ft. of spa and fitness center,” Khanna informed. “The hotel offers a whole new MICE experience by providing the best in class conferencing technology, exquisite tailor-made cuisines and a well-trained service team to deliver seamless service,” he confirmed further. Charraudeau, while speaking about the facilities offered at his hotel said, “ITC Maratha has a pillar less 7000 sq. ft. ballroom, equipped with audiovisuals and video conferencing facilities, exclusive entrance to the ballroom for banquet guests, nine boardrooms, basement parking for over 500 cars, an outdoor venue that is especially in demand during pleasant winter season, globally acclaimed cuisine brands, F&B catering, exclusive dinner venues and PDRs. These are only some of the facilities offered at our hotel.” “Other services such as foreign exchange, travel assistance, Internet access with broadband wireless connectivity, etc. are also available,” Charraudeau confirmed. “As one of the five MICE hotels that the Marriott currently operates in the

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country, the focus of Goa Marriott Resort & Spa on our MICE clientele is directed to offer initiatives, which help create a conducive and productive environment for our guests” asserted Ranju. “Our Marriott Red Coat team of event planners is dedicated to your event exclusively. They help you focus on your business whilst they taking care of everything else,” she added further. “Renaissance Mumbai Convention Centre is one of the largest convention centres in the city. The hotel offers an expansive spread of 230,000 sq.ft. of indoor and outdoor convention space. The hotel has 17 meeting rooms with dimensions ranging from 300 sq.ft. to 13,000 sq.ft. and outdoor spaces ranging from 5000 sq.ft.to 38,000 sq.ft., overlooking the Powai Lake and the city skyline,” disclosed Nasir Shaikh, while pointing out that “The convention centre is complemented with state-of-theart conference facilities including Wi-Fi and a fully equipped business centre.” The outdoor spaces are best suited for weddings and intimate celebrations. “The Executive Lounge at the Renaissance Mumbai Convention Centre is the largest in the country. It is set on the topmost ﬂoor of the Renaissance Tower, offering magniﬁcent view of the Powai and Vihar Lake, and the city skyline. The Executive Lounge is aesthetically demarcated into different zones, catering to different moods – board rooms, central bar and restaurant, library, entertainment zone, massage room and a sundeck area. It is a stylishly functional place where business and leisure blend in perfect harmony,” Nasir Shaikh elaborated, while talking about the hotel’s Executive Lounge. “At the JW Marrriot Hotel Mumbai, we believe in providing all the ingredients

Amrita Gujral

which are needed for a successful event. With a dedicated in-house team of event specialists, we ensure that all our client’s needs from a pin to a piano are met, without much hindrance. From cuttingedge concepts of meetings imagined to customised menus and memorable experiences, we ensure that all necessities for hosting a successful event are being met,” averred Stephanie. “Novotel Hyderabad Airport Hotel offers a range of facilities for our MICE clients. They are multiple venue options (six meeting rooms for breakout sessions), two ballrooms of 4500sq. ft. capacity each, four open air lawn venues, dedicated Event Managers for a ﬂawless and hassle proof event, provision of inhouse catering to cater up to 5000 people at a time, and large open space for team building activities,” articulated Parvez. “We at Novotel Mumbai Juhu Beach have extensive options for planning various kinds of meetings, conferences, exhibitions and theme breaks, with one ball room, four meeting rooms,

Parul Thakur

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Philippe Charraudeau

one ready-to-use business centre, one Premier Lounge and two terraces having direct sunlight and great views,” said Amrita. “Moreover, we offer customised solutions to our clients, depending on their business requirements and the nature of their meeting,” she added further. “All our meeting rooms are ﬁtted with state-of-the-art equipments, such as dropdown LCD projector, high-ﬁdelity audio system, Wi-Fi-connectivity and essential meeting stationeries. Our specialty remains our beautiful property, excellent event management team and the location with mesmerising views of the Arabian Sea,” Amrita offered. “At Alila Diwa Goa, our MICE clients can enjoy facilities like a well-equipped banquet, exciting food & beverage offerings such as themed tea and coffee breaks, unique lunches and dinners, entertainment options and various venues where they can conduct team building activities in and outside the resort,” informed Kumar. “JW Marriott Hotel Bengaluru

offers a sophisticated MICE setting with state-of-the art facilities, which caters to all kinds of exhibitions, conferences and social gatherings. We are wellequipped to host both large and small scale meetings, corporate/lifestyle events, brand launches meeting and banqueting options. We ensure that we provide facilities that are at par with the latest trends and demands in the market,” asserted Parul. “Our key offering, ‘Meetings Imagined’ is a ﬁrst-of-its-kind concept that redeﬁnes the way meetings are planned. The focus is to provide a crafted and personalised experience that makes meetings more effectual, social, visual and purposeful. With us, business meetings are curated in a manner that caters to the customised needs of the guests. We provide latest technology, seamless execution and also add a visual appeal to meetings. Our dedicated team of expert event planners and technicians take care of every aspect of organising MICE activities,” elaborated Parul. She informed that with a total of 20,441 square feet of indoor and outdoor meeting space, JW Marriott Hotel Bengaluru provided exceptional banqueting and meeting options. The hotel has a pillar less Grand Ballroom, which, according to Parul, is one of the largest ballroom spaces in the city. “The stately JW Lawns, spread over 10,000 sq. ft., can accommodate up to 1000 persons,” she observed. “The Living Room is a unique meeting space at the hotel that also doubles as a common prefunction area to the boardrooms,” Parul informed further. “Conferencing facilities, special rates for additional meals, laundry, etc. are some of the facilities offered at The Mirador, Mumbai,” offered Bhatia.

Stephanie D’Silva

the event or the company, we provide solutions that are contemporary yet engaging,” concurred Stephanie. “We strongly believe in the concepts of modern meetings and do everything to break away from the outmoded versions of meetings,” she expressed. “Our MICE custodians are equipped to provide end-to-end solutions. We help clients in sourcing event entertainment managers, wedding organisers or vendors for event setup. We also offer value added services like thematic tea/coffee breaks and bespoke lunch /dinner menus for varied clientele. We also offer our expertise in green banqueting,” Charraudeau disclosed. “At JW Marriott Hotel Pune, we believe in conceptualising and executing every event differently so as to be able to offer variety of ideas to our guests. The hotel team provides customised solutions based on the purpose of the meeting. This is part of our new meetings imagined concept,” informed Khanna.

Going the Extra Mile… In this competitive world of hospitality, just providing the venue, catering and accommodation is not enough for attracting MICE clientele. So most of the hotels with MICE facilities are now planning and practicing something beyond the basics to cater to the MICE crowd. “As a service provider, we strongly believe in customising solutions as per the client’s needs. Upon completely understanding the requirements of

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Amarendra Kumar

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Javed Parvez

“Our certified event planners help to plan a meeting to the very last thread while our red coat service, available at all Marriott hotels, assists to immediately solve any problems that the client may encounter. We also provide various planning guides and tools through our easy to use online interfaces like reservation-links and custom web pages,” Khanna added. “The Marriott Red Coat team works as a one-stop shop for our customers, assisting them with event management, vendor co-ordination and any other special requests,” confirmed Ranju. “TGB’s ODC division (Outdoor Catering) has earned an enviable reputation for making outstanding catering arrangements when it comes to large delegations ranging from 2000 to 5000 numbers and beyond,” offered Aashu Bhatnagar, General Manager -— Sales & Marketing, The Grand Bhagwati Banquets & Hotels Ltd. (TGB). Hurtis says that his hotel, Courtyard by Marriott, Bhopal, besides providing venue, catering and accommodation for the MICE clients, also assists the guests for arranging site seeing. “The Renaissance has a Navigator program. Navigator is an advanced concierge of the hotel. The Navigator (advanced concierge desk) provides our guests with a ‘local navigator guide’, which tells our guests which are the places to visit for sightseeing , savour and shop during their stay at the hotel,” averred Nasir Shaikh. Tenneti disclosed that Courtyard by Marriott Pune Chakan, “in addition to offering flexible meeting and social spaces and varied cuisines also has the infrastructure to organise various team building activities during the meetings.”

Sept-Oct ’14

According to him, “The clients also have the option of choosing from some exciting outdoor activities like an auto plant visit, a cheese factory, a stud farm or a picnic spot at a dam. The combination of all these activities makes the hotel ideally suited for MICE.” “Novotel Hyderabad Airport Hotel takes pride in being able to arrange highly interactive team building activities and innovative themed meals for the participating MICE groups,” expressed Parvez . All these are being done with the help of their expert F&B team. “MICE guests at the hotel can spend an eventful time together with team building activities such as MasterChef, where the team members can participate along the format of the popular cooking show. The hotel sets up 3-4 makeshift kitchens and an open pantry of ingredients, which completes the activity,” he articulated further. “Our in-house events team acts as a one-stop shop for all the queries that the guests have during the detailing of the event and they also liase with vendors and tailor make themes or create events as per the guests’ speciﬁcations,” elaborated Patria while talking about the facilities offered at Bengaluru Marriott Hotel Whiteﬁeld. “Also Marriott is re-imagining the meeting experience to be more relevant and impactful for our guests. At Marriott, we understand that every meeting has a purpose. The new concept of ‘Meetings Imagined’ reinvents the planning process. The Meetings Imagined website features hundreds of images and expert tips for organising a successful meeting,” she pointed out. “At Novotel Mumbai Juhu Beach our set-up options vary from theatre style events to sit down dinners or lovely

Aashu Bhatnagar

Manish Dayya

evening events by the poolside for casual functions, including barbeques. We also offer a large pre-function area which is ideal for the placement of stalls during exhibitions,” observed Amrita. At The Mirador, Mumbai, depending on the type of the event, certain facilities like venue transfers, separate breakfast, packed lunch, etc. may be provided depending on the requirement,” stated Bhatia. “The leisure concierge at Alila Diwa Goa organises innovative destination experiences including culinary masterclasses, nature trails, unique team building initiatives, movie screenings at our mini theatre, visits to the old Portuguese houses and much more,” stated Kumar. “At JW Marriott Hotel Bengaluru we believe that the way people work is changing which is why with our ground breaking initiative ‘Future of Meetings’ we are transforming the meeting experience with engaging technology, ﬂexible workstations and creative solutions. For instance, we are in the process of developing a Marriott Meetings Services App through which our guests can make requests without leaving the meeting room,” stated Parul. Overall, we can say that the MICE segment in the Indian tourism and hospitality industry is not only hot and happening; it is also undergoing steady evolution to keep pace with the demands of the discerning guests. That is the reason why we can easily infer that MICE has a nice and enduring future in the Indian tourism and hospitality industry. Read more about the facilities being offered by hotels to MICE guests in our next issue.

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Sept-Oct ’14

Business

HOTEL Business Review

Towards Effective

Performance Management

Good performance management helps the hospitality industry, or for that matter, any other industry. It not only boosts the productivity and facilitates to get the best from your team but also helps the employees feel valued, thereby improving retention. In the last issue, a few industry personnel expressed their views on various facets of good performance management in the context of Indian hospitality industry to Ashok Malkani. In this issue they elaborate on some additional points which need to be taken into consideration for attaining effective performance management in the hotel industry.

erformance management is one of the more challenging aspects of people management. Especially for the hospitality industry, performance management can make the difference between success and closure of a hotel. However, the stress that pursue of effective performance management puts on the HR people could be avoided by adhering to some pragmatic and scientiﬁc measures. One can aptly sum up performance management into four parts thus: (1) Performance Standards (2) Performance Measurement (3) Reporting of Progress and (4) Quality Improvement Process.

Technology in Recruitment Technology plays an important role in effective performance management, whose ediﬁce is the right recruitment process. In these days recruitment process across the Indian hospitality industry involves lots of technology. “Marriott’s recruitment

Sept-Oct ’14

process is completely technology driven. Applicants have to apply online on the Marriott Career Website. They are invited to upload their profile which is also available for future vacancies. Once shortlisted, applicants have to also go through an online assessment which reviews their ability to fulfill the job requirements, not only in technical aspects but also in terms of soft skills. Marriott also actively utilises social networking to advertise open positions,” informed Abanti Gupta, Director of Human Resources, Goa Marriott Resort & Spa. Starwood also has its own technology application. “Starwood has an Application Tracking System (ATS) called Starfinder. For every requisition that is created in Starfinder for both internal and external candidate, the candidates can browse through starwoodjobs.com and apply for the position; the hotel has an option of pre -qualification questionnaire where the candidates could be filtered and called for their interviews accordingly. The link which

is created in ATS can be send through social media channels, which will direct the candidate to the ATS,” disclosed David Naidu, Director of Human Resources at The Westin Mumbai Garden City. “In order to reach prospective and current associates most effectively, Marriott is using several social media channels, including Facebook, Twitter, Weibo, and Linkedin to promote and share the employment experience with Marriott,”

Nicholas Dumbell

Business

HOTEL Business Review

Divyangana

affirmed Nicholas Dumbell, General Manager, Bengaluru Marriott Hotel Whitefield. “The company page for Marriott International on Linkedin allows us to showcase our employer brand and share select career opportunities with visitors and followers. What is more, Marriott Careers is on Twitter to connect with our job seeking audience,” he added. “AccorJobs.com is a common portal on which the employer can post openings and job seekers can search for openings at the touch of a button,” averred Salil Desai, Director of Human Resources, Sofitel Mumbai BKC. “We have an online assessment which anyone applying for a specific role with us has to successfully get through before the interview takes place. The openings/ upcoming profiles are updated on the Marriott Careers website on a regular basis. We also have a very active Linkedin account and consider people from there, depending on the openings we have,” stated Divyangana Srivastava, the Director of Human Resources at JW Marriott Hotel Mumbai. “Technology has definitely helped us in exploring a wider base of prospective candidates, allowing us to find the people

Salil Desai

Sept-Oct ’14

Business

HOTEL Business Review

with the right skill set. Platforms like Linkedin also help us in branding and tapping our current employees’ network,” observed Andrea Gracias, HR Manager, Alila Diwa Goa. “Technology has of course made drastic changes in the process of employee selection. At DoubleTree by Hilton Hotel Pune – Chinchwad, we have a dedicated e-learning platform which allocates team members various courses based on their roles in the organisation. The e-learning results are tabulated and retained for appraisal and future training needs analysis. On the whole however, performance appraisal is largely based on achievement of goals and 360 degree evaluations,” explained Gauri Mishra, HR Manager, DoubleTree by Hilton Hotel Pune – Chinchwad.

Personnel Management Another aspect for achieving high levels of professional management is total quality management or TQM. This methodology is useful for the hospitality industry; almost all hotels focus on quality management to improve their business by enhancing customer satisfaction, competitive advantage and retaining guest loyalty. TQM is teamwork; every functional department must work cohesively together and support each other in order to achieve business excellence. “The management team of Sofitel Mumbai BKC is consciously committed to quality through complete engagement of our Ambassadors’ minds at each stage of their work, which leads to increased productivity and in turn, higher guest satisfaction, higher profits and enhancement of brand value,” declared Desai. “For the mutual benefit of the business and the Ambassadors, we encourage our Ambassadors to take more responsibility for their own development. Our Managers are coaches who guide and support the Ambassadors towards selfdevelopment. This increases motivation and confidence and promotes operational performance improvement,” added Desai. Divyangana said that several ongoing processes were involved in TQM at her hotel. “There are ongoing trainings, audits, quarterly raps with the higher management, mid-term reviews, leadership performance process(annual appraisal program), personal development plans amongst many others which are conducted

Sept-Oct ’14

David Naidu

as a part of the TQM program at the property level. We have Local Standard Operating Procedures (LSOP) in place for the same. Additionally, there are also various means of communication like daily rehearsal, direct line meetings with the General Manager of the hotel, town hall meetings, etc,” she articulated. “In order to ensure TQM, we engage a variety of tools and resources. The first and foremost being guest feedback. Since quality is defined by guest requirements, it makes sense that they would be the best judge as to what constitutes quality,” Gauri averred. “Traditionally, top management is directly responsible for quality improvement. At DoubleTree by Hilton, we have routine quality assurance audits to gauge adherence to prescribed product & service standards. Systematic analysis of work processes also takes place to determine scope for improvement. Quality improvement is after all a continuous, organisation wide effort,” Gauri pointed out further. Naidu talked about Starwood’s methods of TQM. “At Starwood we have the Opex Projects which aim at improving the quality circle. The problem resolution is done in a very scientific manner; the problem areas are identified,

Gauri Mishra

brain-storming exercises are conducted, based on the different causes, by the key stakeholders who are the front liners and guest facing employees. The Root Cause Analysis is done by using the Fish Bone model. The solutions are identified for the root cause and by using the Diamond model, the appropriate solution is identified and a SMART plan is prepared. Once the plan is prepared the same is executed. The results are monitored. Once the results are witnessed a SOP is created for the process,” elaborated Naidu. “Marriott’s extensive training programs ensure standardisation of service delivery and also empower associates to take decisions in case of absence of a supervisor. These training programs are targeted towards developing our associates not only in technical aspects but also in terms of their overall personality,” Abanti disclosed. “We have global measurement systems to evaluate customer experience and confirm our hotel’s compliance with Marriott’s brand standards. Our Quality Assurance Process contains three key components: Self-audit, Property Certification, and the Brand Standard Audit. The content and methodology of this audit are designed and regularly updated to measure the requirements most important for maintaining quality and brand integrity. This program is more than a compliance measure; it is a tool that is used for education, action planning and driving performance improvements throughout the year. In addition, we have a number of department specific internal audits that assist hotel leaders to minimise financial risks and improve the hotel’s internal control environment,” said Dumbell while talking in detail about TQM at his hotel. “The steps for effective performance of personnel in the hotel would be employee goal setting once he/she joins the organisation, followed by the midterm assessment through which we can understand how much the employee has grasped and what are his/her key development areas depending on which his/her new KRAs (key responsibility areas) would be set,” opined Divyangana. “The same should be followed by the annual appraisal assessment at the end of the year to access the employee on his/her overall performance. Identifying the right employees and grooming them to be company-friendly is also something that

Sept-Oct ’14

Business

HOTEL Business Review

would determine the performance/service level at the hotel,” she added further. Now Divyangana began talking of effective performance management at the hotel where she is presently engaged. “We also provide all associates with taskforce and cross-training opportunities where they get hands-on knowledge about different departments of the hotel and in some cases, the functionality of different hotels under the Marriott umbrella. There are of course department speciﬁc trainings as well but mostly they are separate for different departments,” she informed. “The hotel has a very effective career development program called the Starwood Careers which is an online structured module. There are three different tracks for the associates which are Entry level, Mid Management Level and the Executive Level. This is a very systematically prepared program in developing the associates for the next level,” Naidu explained while discussing performance management of personnel at the hotel he is engaged in. Many hotel industry experts are of the opinion that increaased costs and stiff competition and the time taken to recruit and groom new personnel have made retention of top performers necessary for facilitating a healthy bottom line. Clear goal planning, skill development and a true pay-for-performance culture are talent management practices that successful companies use to demonstrate their employees are valued. Effective performance metrics has been proven to increase employee morale and overall productivity. It is no exception for the hotel industry in this regard.

Steps for Effective Hotels So what steps, do the industry experts feel, should be taken for more effective performance of a hotel? There are several suggestions. Every hotel seems to have different strategies. “Measuring how we, as an organisation, are doing is critical to our success. Our property’s success is measured by a Balanced Score Card comprising four areas — guest satisfaction, associate engagement, market share & proﬁtability. Our focus is to ensure each of these areas perform in balance,” conveyed Dumbell. According to Desai, the effective performance management of hotels must include innovation, effective marketing, and employee commitment. He elaborated further on this score. “In times

Sept-Oct ’14

Abanti Gupta

of rapid change and fierce competition, we must continually look for ways of improving quality through innovation, i.e. the ability to develop and launch new and successful service offers in the case of hotel industry. Innovation is a strategic weapon for success. Similarly, effective marketing is needed to supplement innovation. Effective marketing communication comprises effective and well targeted advertising/promotion campaigns, informing journalists, guides and magazines about the new service and achieving a distinct position with the new service. It is not sufficient simply to create an innovation and announce it exists because even the best products and services ‘don’t sell themselves.’ At the same time, it is imperative that the mindset of the associates is entrepreneurial. Managers should not only effectively train the employees involved in the service, but employees also need to understand and support the service so that they are fully committed to it. Internal marketing is critical at this stage because it supports the motivation and commitment of employees towards the project. Personal engagement and ‘taking ownership’ are pre-requisites for bringing new services to success. They help overcome initial difficulties and prevent staff from blaming others for failure, as any innovation requires a

Andrea Gracias

change from routine,” expressed Desai. “Effective performance of a hotel is largely dependent on smooth coordination between departments, thereby ensuring a flawless guest experience. In addition, efficient utilisation of resources plays an important role in maximising output whilst keeping costs at a minimum,” claimed Gauri. Abanti disclosed that Marriott Hotels across the world believed in transparency. “In our hotel, all business figures are shared openly down to the last denominator at the property. When associates know the goals, they all join together to achieve them. Creating this kind of singular momentum in the workforce helps reach the hotel’s performance parameters. Associates also feel a part of the business and ‘own’ the goals,” she pointed out. There is no denying the fact that the financial health and prosperity of a hotel or a hotel chain is dependent on the HR department of the hotel/hotel chain concerned and the level of performance management that it can achieve. Naidu cites the practices followed at the hotel where he is employed. “The Westin Mumbai Garden City follows the Balance Score Card model and the principle of Management by Objective (MBO). The associates’ objectives are set at the start of the year which is in line with the objective of the organisation. The associates set their individual objectives in consultation with their immediate supervisor for achieving the goals of the organisation. Once the associate and his/her supervisor approve on the same goals, an agreement is signed electronically and a midyear and year-end assessment is conducted in which the employees are rated as per the objective and the set competencies. The assessment is very objective and there is no ambiguity on the assessment as the expectations are clearly set by both the parties and the assessment is based on the achievement of the objectives,” he disclosed. One can conclude that effective performance management of hotels’ personnel can, at least in most cases, eventually lead to better managed hotels, as performance of hotels’ personnel and hotels’ overall performance are inextricably interlinked to each other. In fact, one can say that personnel management of hotel is the edifice of comprehensive or holistic hotel management. 

Sept-Oct ’14

Feature

HOTEL Business Review

The Avenues for Revenues By Swarnendu Biswas

f you ignore the blatant hype and the propaganda, the fact remains that the Indian hotel industry is still grappling with tough times, with a complete revival seeming like a distant shore in a vast sea of uncertainty. According to the expectations of India Ratings & Research, major hotel companies in India are to post modest revenue growths ranging between 5 to 10 percent during FY15. The reason cited is sluggish demand in the near term.

Sluggish Growth Ahead India Ratings & Research expects that hotel companies in India will continue to face muted revenue growth, stagnated profitability and elevated credit risk during FY15, driven by lower demand growth and supply-side pressures. India Ratings & Research also believes that the growth in foreign tourist arrivals (FTAs) in India will remain muted during 2014. According to India Ratings & Research’s analysis, revenue growth of premium hotel companies in India remained stagnant in FY13 and in 9MFY14. All these were revealed in India Ratings & Research’s special report on the Indian hotel industry. Now will this expected revenue growth be sufficient to cover the steep inflation? Now this is a question which can be holistically addressed only by the time, but the fact remains that hotel industry in India is expected to continue with its trend of muted revenue growth even in this fiscal. And if the revenue growth cannot cover the inflation , then the Indian hotel industry would be worse off in 2015 than it is in 2014. The sluggish trend in the industry has been continuing for quite some time. “The past two years have been particularly challenging phase for the Indian hospitality industry, due to the impact of continued global economic uncertainties and a sharp domestic downturn. However, despite these adverse headwinds, the long-term potential of India’s hospitality sector remains undiminished,” explained Harjeet Wasan, Vice President, Tux Hospitality Private

Sept-Oct ’14

Limited, while judiciously mixing optimism with caution. Here it deserves a mention that Tux Hospitality is a venture of Shipra Group, and is evolving into one of the fast developing hotel management & operations company in the country. Tux manages, operates & markets hotels under the brand names of Mosaic, Seed & Hive. Not only Wasan, many hotel industry insiders do vouch for the fact that the tourism and hospitality industry does have great potential. This potential, if intelligently harnessed, can bring about a quick revival of the industry in the short-run. One of the smart and easy ways of revival is to enhance hotel revenues greatly without incurring much cost. However, this is easier said than done. But there is no denying the fact that savvy ways to increase hotel revenues at a higher rate than the increase in hotel’s operational costs is a paramount issue in the industry these days. In fact, this was a pressing issue at all times, but now it has perhaps assumed an even more increasing importance. “To enhance hotel revenues it is important to know your competition and having the right pricing strategy. For example, if your guests are going out to the nearby restaurants for a meal, have value for money deals in the hotel itself,” expressed Wasan. He also suggested “having reward points for loyal guests and having rock bottom room rates

Nischint Pathania

on weekend for corporates,” as revenue generating measures for hotels. Having rock bottom room rates for corporate is a more relevant revenue generating option for business hotels.

From the Experts “Banquets have been a driver of wedding business and this segment has to be given focus to enhance hotel revenues in today’s times,” averred Nischint Pathania, General Manager, Ramada Powai Hotel & Convention Centre, in Mumbai. “Also focusing on newer business segments like MICE & health tourism has resulted in bringing newer guests,” he added further, while mentioning that government policies need to back up the growth of the MICE and health tourism segments. According to Pathania, other effective ways of enhancing hotel revenues in today’s hotel industry in India is by unique offering of cuisines/ service style & innovative food festivals and constant interactive events for catchment areas. “To enhance hotel revenues in these sluggish times, tactical promotions, freebies as part of the total package, and reward points can be intelligent options worth taking,” expressed Vishal Singh, General Manager, Hyatt Pune. Lucrative spa packages, food and beverage promotions, food festivals, are some other effective revenue generating avenues for hospitality industry, according to him. The hotels are exploring various options for revenue enhancement to counter the sluggish times. “We have introduced many things to get the attention of guests like combo meals in the restaurants/room service, holiday special rates, customised banquet packages, loyality program, etc. These all are introduced to enhance the overall revenues of Tux managed hotels,” elaborated Wasan while talking about revenue generating initiatives with Tux Hospitality. “We have recently opened our rooftop panAsian restrolounge with a very contemporary design, which has been appreciated by one & all. It has helped bring in more revenue to F&B and added another dimension to the

Feature hotel. Also we have positioned ourselves as a wedding destination, and have grown from 8-10 weddings per year in 2013 to about 35 weddings this year,” asserted Pathania while talking about the recent revenue generating initiatives at the hotel where he has been engaged. “In order to promote rooms we have introduced weekend stay packages, suite packages, and spa packages at our hotel,” Singh afﬁrmed. “Our focus is also on food & beverage promotion and festivals. We introduced Asian street food at our hotel through our award-winning restaurant Baan Tao, which has been a great success,” Singh referred further.

Celebrity Support However, to facilitate speedy revival of the Indian hospitality industry in these times of intense competition, the hotel industry of India needs to think beyond the box and need to come up with some really unconventional measures. At the same time those measures should not only be exciting but should also have the potential to enhance revenues greatly without incurring much extra costs. One of the measures could be the celebrity endorsement and celebrity participation in hotels/ resorts or a hotel chain. For example, let us assume that a hotel/ resort or a hotel chain enters into a contract with a celebrity. In this case, the celebrity under contract could not only promote the hotel/resort or the hotel chain (as the case may be) through print and audio-visual advertisements and through social media platforms, but could also grace the hotel/resort concerned or the properties of the hotel chain concerned on festive occasions and mingle with the crowd. “In my opinion this can create a buzz and bring the hotel/resort or the hotel chain concerned in limelight, but the celebrity endorsement needs to be backed up with good pricing, service and standards,” opined Wasan. Also, according to him, “it is a huge cost for the hotel/resort to engage a celebrity or go for huge promotional campaigns with her/him.” However, I didn’t agree fully with the expert on this score. Yes, apparently celebrity support may seem to entail huge cost. But if a not so costly celebrity, who is looking for publicity and promotion, is being hired through an annual contract, and if the yearly payment for the celebrity (which let us assume account for say about 3 percent revenues of a given hospitality property or let us assume account for about 0.5 percent

HOTEL Business Review

Harjeet Wasan

of the revenues of the chain of hospitality properties, as the case may be), leads to enhancing the revenues of the hotel/resort or the hotel chain by 10 percent, then the celebrity support can be an economical option too. And in case of celebrity crazy Indians, such a possibility (of posting huge increases in revenues) is very much there through celebrity support. Moreover, on festive occasions (and India has a number of them) when the celebrity under contract would come and mingle with the crowd (or in case the celebrity is a singer or actor, she/he may sing and dance with the crowd), the footfalls at the property can easily increase manifolds. Simply through the participation of celebrity during festivities could cover the cost incurred on the celebrity concerned. Yes, some possibility of failure of such an idea is always there as does its huge possibility of success. Yes, of course, the initial investment on the celebrity may be sizeable, and this idea is therefore expected to be practical only for ﬁve-star or four-star hotels/resorts or hotel chains in the country.

Additional Facilities Pathania also sounded quite enthusiastic about incorporating additional facilities

Vishal Singh

as options to appreciably enhance hotel revenues without incurring much extra costs. “We have a Games Room which is always very attractive to families &corporates as a facility and it is not chargeable. We also have a Gaming Zone set-up which is very popular with our tech-savvy and young guests. Luxury retail could also be attractive for hotels. Besides attracting the right proﬁle of customers, it also gives good rental income, which helps the bottom line,” he proffered. As far as additional facilities go, having some uncommon facilities in hotels/resorts like mini cinema halls (with capacity of say 200 persons at a time) showing latest Hollywood and Bollywood releases, library, sports complex, etc. could have a high degree of possibility to facilitate to enhance their revenues appreciably without incurring huge increases in their variable costs or their dayto-day expenditures. However, to actualse this idea also a substantial initial investment is needed, which makes this idea too unviable for small players in the Indian hotel industry. “It has been seen that mix use developments are doing better in the current market scenario and having additional facilities like mentioned by you would surely go a long way in enhancing some hotel’s revenues and footfalls,” agreed Singh. Besides of course, by making the hotels and resorts more friendly for single lady travellers and conceiving specially tailored entertainment packages for them, the Indian hotel industry can spruce up its revenues without incurring huge costs. I have discussed this issue in detail in the last edition of HBR, so wouldn’t go into this again.

The Real Factor One of the ways the Indian hospitality industry’s revenues in real terms (or proﬁts) can be increased is by simply decreasing its fixed costs. In this regard the state governments can play a proactive role by giving appropriate land in their respective states for hotel projects, without initially charging any money. The hotels can pay the cost of the land to the state governments concerned through successive installments, along with a moderate rate of interest. This measure could help the hotels or resorts or the hotel chains to enhance their real revenues, or revenues after excluding the expenditures, as then they would not have to opt for loans from private ﬁnancial institutions at higher rates of interest. With inputs from Ayonendu Biswas

Sept-Oct ’14

F&B

HOTEL Business Review

Shakahari, Pan-Asian Vegetarian Restaurant at JW Marriott Hotel, Pune

The Rising Trend of

Vegetarianism By Sharmila Chand

Sept-Oct â&#x20AC;&#x2122;14

egetarian food was always popular in Indian households, but now vegetarianism is emerging as a hot trend in the realm of Indian food service industry. Many diners are making a decisive shift from non- vegetarian to pure vegetarian consumption and in response to this trend, a new crop of vegetarian restaurants is springing up in urban

India, to cater to the rising demand for meat-free kitchens and meat-free dining options. For instance, an exclusive ďŹ ne dining vegetarian restaurant named Shakahari at Courtyard by Marriott Ahmedabad has made a mark for itself. To explore whether vegetarianism is emerging as a trend in the Indian food service space or not I elicited responses from some experts in the Indian food service business, which turned out to be an interesting exercise.

F&B

“It is quite challenging for the Chefs to create specialty fine dine vegetarian dishes. People who have moved to vegetarian diet do expect an innovative, appealing & healthy vegetarian meal in their eating out options, which at the same time should appeal to their tastes as well.” — Saurabh Srivastava, Director, Food and Beverage at Radisson Blu Hotel Ahmedabad

A Healthy Choice “Vegetarianism has always been in fashion in India, because of its perceived good effects on health. I think we all want to enjoy a good vegetarian meal every now and then,” stated Ajmal Salim, Executive Chef & Cluster Executive Pastry Chef, Marriott India. “Nowadays with eating out with family on the rise, more often you will find the eating out crowd choosing vegetarian restaurants. Take the case of our own multi-award winning pan Asian vegetarian restaurant named Shakahari, which gives you a varied symphony of flavours from different culinary havens of Asia. The restaurant has been extremely popular and doing amazing business,” Salim elaborated further. The growing health awareness in the urban Indian society during the recent years has perhaps given a fillip to the trend towards vegetarianism. “Yes, I do believe vegetarianism is on the rise in India. This may not be a raging trend, but there is certainly an

HOTEL Business Review

upward shift towards vegetarianism in the country. Nowadays, this preference towards vegetarian dishes stems from a personal choice, which has more to do with health factors than the ones concerning religious connotations,” asserted Surjan Singh Jolly, Director, F&B, JW Marriott Hotel Bengaluru. Saurabh Srivastava, the Director, Food and Beverage at Radisson Blu Hotel Ahmedabad also believes that with the rising fitness awareness among urban Indian consumers, the trend of vegetarianism is on the rise. “Also, communities practicing vegetarianism are no longer restricted to a particular area; they travel and demand for food that is in line with their cultural tastes. This in turn has led to different F&B outlets across India offering pure vegetarian cuisine. Even five-star hotels are now having special provisions to match up to this growing demand,” Jolly pointed out. “More and more eating out crowd in India are now seen avoiding meats & switching over to vegetarian diets. With lifestyle diseases hitting high, a section of urban Indian consumers have now started looking forward for high fibre & low fat/ low calorie vegetarian food,” Srivastava explained. The growing trend towards vegetarianism in urban India is also evident from the fact that global players

“To make a vegetarian restaurant commercially viable, the key strategy is to be different, unique but still maintain the authenticity.” — Ajmal Salim, Executive Chef & Cluster Executive Pastry Chef, Marriott India

“I personally am a big fan of vegetarian food. Vegetables should be cooked and served in a manner that retains the flavour, texture and nutrients of the vegetables. If ingredients are chosen and applied in a manner which preserves the inherent nutrients while cooking, then I think vegetarian food makes for a fantastic meal.”

— Surjan Singh Jolly, Director, F&B, JW Marriott Hotel Bengaluru

such as McDonald’s, KFC, Pizza Hut and Domino’s are having a signiﬁcant proportion of their Indian sales coming from their vegetarian spreads. “A similar trend is seen with our own specialty restaurant, The Great Kabab Factory, where 49 percent of the guests dining are vegetarian as compared to 40 percent during the last year,” pointed out Srivastava. “Vegetarianism has deﬁnitely moved up in rank for foodies with increase in health awareness and compassion for animals,” concurred Satej Saigaonkar, Executive Chef, Courtyard by Marriott Ahmedabad. “Unlike before, most of the cuisines now present a balanced mix of both vegetarian and non-vegetarian varieties for the guests. There is also a perceptible trend towards consumption of fresh & healthy options in the form of salads,

Sept-Oct ’14

F&B

HOTEL Business Review

vegan diet, organic food and fruits,” Saigaonkar afﬁrmed.

Vege-Licious Extravaganza at Ssence

Challenges for a Vegetarian Restaurant

“My faith in the pursuit of vegetarian food was strengthened by leading news publication articles where the surveys showed the increase of vegetarian food consumption. We are always striving to offer our guests varied culinary experience. In that continued effort we planned to offer vegetarian fare from various regions of India. We also offered vegetarian delicacies in international cuisine. Our success of Vege-Licious food promotion at Ssence helped us to take the next step of carrying out vegetarian food promotion in our other restaurant Sampan; our oriental specialty restaurant.” — Sanjay Bahl, Director, Food and Beverage, The Suryaa New Delhi. In the recent past, a food promotion was held at the Ssence restaurant — the 24hour world cuisine restaurant of The Suryaa New Delhi — during 8th September -3rd October 2014. The name of the food promotion was Vege-Licious Extravaganza, which offered a range of vegetarian delicacies from India and abroad.

However, not only the popularity of vegetarian dishes is increasing in urban India’s food service industry, but the variety in vegetarian options is also increasing. “Nowadays, guests are always seen looking for newer and different preparations. A dal or a subzi is not exciting anymore. Moreover, even if you have a dal, the guests tend to compare it to their mother’s dal preparation. Honestly, I don’t want to compete with mothers’ dal, since we can never surpass

“Many upscale vegetarian restaurants with international cuisines are being introduced across India. Shakahari at Courtyard by Marriott Ahmedabad is an award winning specialty restaurant promoting vegetarianism successfully in the city. The restaurant has recently launched a new menu selection that offers must try specialties like Dum aloo banarasi, Paneer lababdar and desserts like Chikki kurmura cheese cake.”

— Satej Saigaonkar, Executive Chef, Courtyard by Marriott Ahmedabad

Sept-Oct ’14

that,” confessed Salim. There are other challenges too. “Vegetarian meal in India is generally our daily meal/ diet and hence the biggest challenge in catering to the vegetarian eating out crowd is to serve something really special to the consumers within the vegetarian options. It is quite challenging for the Chefs in India to create specialty ﬁne dine vegetarian dishes. Many people who have moved to vegetarian diet do expect an innovative, appealing & healthy vegetarian meal in their eating out options, which at the same time should appeal to their tastes as well,” explained Srivastava. According to Saigaonkar, to procure exotic fruits and vegetables of the set standards poses a constant challenge. “Organic vegetables are growing in popularity. However, they are higher priced than regular vegetables. This at times leads to certain cost viability challenges. Moreover, the vegetables need to be handled delicately and consumed immediately to maintain the desired level of quality and freshness,” he pointed out. Jolly however believes that there are as such no challenges associated with respect to this trend towards vegetarianism. His only concern is that the vegetarian food which is offered must be prepared in a kitchen that has a complete vegetarian set up. This, according to him, helps in achieving a sense of conﬁdence and faith in the consumers.

Commercial Viability The question whether an exclusively vegetarian restaurant can be a commercially viable option was also

explored through the interactions. Salim expressed great confidence over the commercial success of such a food service enterprise. “Shakahari is a multiaward winning vegetarian restaurant, and we pride ourselves for the success it has achieved in the market,” asserted Salim. Jolly agrees with Salim in this regard. “Yes, it is definitely commercially viable. There are a large number of Indians who travel abroad and look out for pure vegetarian eating joints. This has consequently led to a surge in the number of places offering pure vegetarian cuisine. With an increase in demand for such options, I believe it is indeed a profit-centric trend that has emerged in our country,” he articulated. “Of course, it is commercially viable,” stated Srivastava. “Many of the big players in the restaurant business are opting for opening fine dine specialty vegetarian restaurants. The clear example is Shakahari at Courtyard by Marriott and an upcoming vegetarian specialty restaurant at Radisson Gandhinagar. This shows both the demand as well as commercial viability of coming up with a vegetarian restaurant,” he explained further. “Vegan food is much more commercially viable now as compared to the earlier times when it was not in demand,” informed Saigaonkar. “Consumers prefer making healthier choices nowadays, which adds to the demand pattern of this trend,” he added. According to Saigaonkar, “Gourmet vegetarian restaurants are coming up with great frequency, offering people a healthy palate full of  nutrients.”

Sept-Oct ’14

Spa

HOTEL Business Review

Managing and Facilitating Wellness

The

Heavenly

Spa

By Sharmila Chand

eavenly Spa by Westin at The Westin Pune Koregaon Park facilitates its guests to refresh their spirits, to rejuvenate their bodies and to free their stress-ﬁlled mind. It comes across as a haven for serenity in this chaotic world. The intimate setting offers six treatment rooms including a couple spa suite. The treatment suite, ‘Escape’ offers more space for a personal retreat. At the spa, ﬁne botanical ingredients are being used. The spa menu at the Heavenly Spa by Westin of The Westin Pune Koregaon Park is exhaustive. It has an impressive selection of massage therapies, facials, body wraps as well as signature packages designed for couples. The wellness experience at the spa begins with a special pretreatment ritual. For nourishment in pre or post-treatment, there is healthy spa cuisine as well as renewing elixirs made with the best natural ingredients.

Sept-Oct ’14

Dr. Darshana Sawale, the Spa Manager at the Heavenly Spa by Westin of The Westin Pune Koregaon Park, has been in her present tenure since October 2013. A customer-focused and ambitious Manager who is committed to cost-effective management of resources and quality performance that benefits the organisation and as well as the personnel, she has been a great asset to the spa and the hotel. Her exceptional skill sets in customer relations, quality improvement, budget analysis and staff training drives the spa furthermore towards excellence. Prior to joining The Westin Pune Koregaon Park, Dr. Darshana Sawale was the Assistant Spa Manager at the Hyatt Regency Pune, where she was responsible for creating innovative methods of increasing guest ratio, increasing profits and reviewing therapists. The excerpts of the interview follow: Could you tell us the USP of your spa? What distinguishes it from others?

The Heavenly Spa by Westin has created very special signature features, which provides heavenly experiences for the spa goers. This includes various spa products, spa rituals and treatments to provide a unique spa experience for Westin’s guests. Some of our USPs are the Signature Heavenly treatments, super food-inspired elixir on arrival, white tea signature aroma, super food-inspired spa cuisine & beverage, the spa music system (Mood

Spa Media Player), and our Heavenly bath amenities. Our design elements are refreshingly contemporary and modern; reflecting the look and feel of the hotel itself. We invite our guests to completely immerse themselves in the special settings, rhythms and aura of the Heavenly Spa and get an enriching experience. Guests should leave the spa feeling better than when they arrived. At the Heavenly Spa by Westin, every detail has been carefully done. Upon entering the spa, our guests are expected to be impressed by the serenity of the ambience. Whenever possible, indigenous, natural beauty is incorporated into the aesthetics of the spa and is enhanced by unique design features, including diffusers and candle displays. The air is infused with the calming scent of white tea. Soft sounds of uplifting music permeate the spa. Subtly, all the senses are touched here. What is the concept and philosophy of the Heavenly Spa by Westin?

The concept & philosophy of Heavenly Spa by Westin is to provide a sensorial experience in a serene environment; designed to inspire and renew the spirit of our guests. Beyond providing a respite for physical rest, relaxation and recovery, we aspire to uplift our guests and encourage them to focus on the betterment of self, elevation of spirit, enhancement of mood, improvement of outlook and total personal renewal. The highlight of the Heavenly Spa by Westin is to uplift and calm our guests on a journey through all the five senses – sight, sound, touch, taste, and scent. Do you have some customised treatments?

Our all spa treatments are customised. Depending upon the guest requirements, our therapist chooses the spa treatments. In the newly launched Aromatherapy Associates signature treatment, guest is asked how she/he would like to feel after the treatment and the oil is chosen as per the feeling effect. Moreover, our facials are as per the skin types. For dry skin we do hydration facial, for oily skin we do oil free facial, for combination skin we do balance facial. Kindly evaluate your impression about your role as a Spa Manager?

My tenure as a Spa Manager has been most rewarding, and can be construed as a life enhancing journey. Here you get every chance to explore your creativity, leadership and business talents. I enjoy meeting guests personally before and after the spa treatment. This helps me to suggest appropriate treatment as per their requirement for

HOTEL Business Review

that particular time and get the proper feedback from the guests. What are the trends in the Indian spa industry during the recent years?

During the past five-six years, the awareness of the spa concept has increased in India. Now spas are considered as the ideal antidote for the stressed. At spa with programs of massage, exercise, yoga and meditation, guests enjoy uninterrupted solitude. Expectations from the spas are different and higher today than it was before a decade. Spas have also realised the value of attracting and keeping their guests loyal. Nowadays, the guests are noticing and evaluating everything in the spas ranging from cleanliness to friendliness of spa personnel in spas, and the spas too want to know the guests’ feedback. Guests also know what they like, and appreciate the opportunity to register their preferences. Guests are also looking for high quality of spa products used for the treatments. Moreover, consumers are becoming more health conscious so the prevention treatments and procedures are more in demand. What is/are your favourite treatment/s to receive and why it/they is/are so?

My favourite treatments are Abhyanga, Balinese and Thai massage. The medicated oil used in Abhyanga helps me to relieve Vata (pain causing humor). The body stretches in Thai massage, mobilises my joints, and the pressure and strokes of Balinese massage help me to feel relaxed and refreshed. Kindly throw some light on your spa menu. What factors have to be kept in mind to chalk out a decent spa menu?

For Heavenly Spa we have brand standards to be followed while designing a spa menu. The five signature treatments — Heavenly Signature massage and four Aromatherapy Associates treatments are common to all Westin hotels all over the world. We have all segments of spa treatments from western to Indian traditional massages, facials, body scrubs, wraps, etc. De-stress, detoxification and renewal are the ongoing trends which spa menus should always reflect. While designing spa menu, one has to construct treatment programming that embraces the goals of the spa guests. What are the key challenges in running a spa?

Opening a spa might be easy with all the available resources but maintaining brand image, hiring of the right professionals, staff retention, maintaining consistent service and tackling the challenge from the increasing numbers of competitive spas have become some of the key challenges of running a spa these days.

Sept-Oct ’14

Design

HOTEL Business Review

Renaissance in Hotel Design

enaisaance Homez has been engaged in incorporating creative design inputs to interiors since close to two decades. The brand’s aesthetic reﬂections are also evident in the Indian hospitality industry. Established in 1996 as the ﬂagship brand of Renaissance Furniture Pvt. Ltd., Renaisaance Homez is the realisation of dream by two entrepreneurial sisters, Anjaleka (known as ‘Anjie’) Kriplani and Shaifalika Panda. However, presently only Anjaleka is running the show at Renaisaance Homez.

Sept-Oct ’14

By Swarnendu Biswas According to Anjaleka, Renaisaance Homez is the exclusive distributor in India for internationally renowned brands like Baker Furniture, McGuire, Henredon, Century Furniture, Bernhardt, Sligh, Donghia, Alf and many more. Renaisaance Homez also has fabrics from renowned brand names like Robert Allen, Beacon Hill, and Osborne & Little, and glass items & lightings from Fine Art Lamps, Fiam, Gambrovetri, & Mirror Fair in its sales’ ambit. “I am the ﬁrst amongst the few interior designers who have introduced and brought in renowned international brands in luxury

furniture & accessories in to the Indian market,” asserted Anjaleka. Today, an exotic collection of more than 2500 designs of furniture and accessories are available with the company.

A Gamut of Solutions One can say that luxury imported furniture, fabrics, accessories and lighting can be together regarded as one of the reasons behind the quality of Renaisaance Homez’s design solutions. Of course, they are complemented by the constant ﬂow of creative impetus by Anjaleka. “My application of space,

Spa Design

fabric, furniture pieces, etc. creates a harmonious and a warm environment, reﬂecting and complementing the personality of my clients,” she expressed. Presently, Renaisaance Homez has two outlets located in New Delhi and Gurgaon to cater its clientele. Anjaleka Kriplani, who happens to be a graduate in Interior Architecture from Fashion Institute of Technology (FIT), New York, had a mega showroom in Mumbai for seven years. Besides having distributorship of imported products, Renaisaance Homez is also engaged in manufacturing of its own products. It has its own production

HOTEL Business Review

facility in Okhla as well as in Chattarpur. Here it deserves a mention that Renaisaance Homez has been catering to the requirements of the Indian hospitality industry since its inception, in 1996. Renaisaance Homez supplies a wide gamut of products for the hotel industry, which includes furnishing products, furniture, lighting products, fabrics, etc. “We would like to position ourselves as a one-stop Furniture Fixture and Equipment (FFNE) supplier/vendor for the hospitality sector,” stated Anjaleka. She informed that Renaisaance Homez also has an excellent outdoor collection which is very suitable

for hotels for their pool side. Anjaleka believes that the need for classy products to spruce up the interior design elements has enhanced greatly in the hotel industry of India since the times she began her journey in the interior designing business in 1996.

Design Getting its Due “In the late 90s and early 2000s, very few hotels in the country were keen to have high-end imported products to enhance their interior design elements, but now the Indian hospitality industry is much more quality conscious in terms

Sept-Oct ’14

Design

HOTEL Business Review

of its design requirements,” stated the entrepreneur. She feels that “The aesthetic sense of designing interiors is gaining prominence in Indian hotels, which is why many hoteliers are also emphasising on the quality of lights, fabrics, artworks, etc. in a much more pronounced manner than say a decade back.” The rising design sense in Indian hotels and resorts can be attributed to the growing competition in the Indian hospitality industry during the recent years. It could also be attributed to the evolved preferences of the guests who are now having much more global exposure on an average, than their counterparts from a decade back. “The demand for quality design in the Indian hospitality industry has also risen, while keeping in mind the evolved tastes and preferences of the guests,” proffered Anjaleka.

Clients and Favourites Her major clients in the hospitality sector include renowned brands like The Leela, Vivanta by Taj, JW Marriott, and Hyatt. “Presently, we are working on a few resorts in Goa and having some hotel designing projects in the south of India,” stated the dynamic lady who can credited to be one of the pioneers in introducing branded luxury furniture in the country. On being asked about some of her past projects of importance in the hospitality sector, she asserted that “Renaisaance Homez has worked for the spa and health club at Qutab New Delhi, for luxury villas of Lalit Golf & Spa Resort Goa, for the interiors of the suites of JW Marriott Hotel New Delhi Aerocity, and also for the Hyatt Regency Delhi.” Anjaleka talked animatedly about the designing of the spa and the health club at the Qutab New Delhi, which is one of her favourite projects. “The interiors for the project were done with precise research and patience. The colour schemes, ratio and proportion, mix and materials and designs came out beautifully,” she stated. Another of her favourite hotel projects is the suites of JW Marriott Hotel New

Sept-Oct ’14

ﬁttings are generally of better brand as compared to that of in the budget properties,” the designer elaborated further. Besides, according to her, “Mostly, in ﬁve-star properties, international architects, products and designs are being employed, whereas in a budget hotel, a local architect is usually being hired.”

Challenges and…the Future

Anjaleka Kriplani

Delhi Aerocity. “The designs came out very nice as there was no compromise on the look and feel of the interiors. The quality and materials used as compared to other hotels was also super ﬁne, thereby making the end result a great one,” offered the graceful lady.

Five-star and Budget In the case of five-star hotels in India, complete design solutions are generally not being provided by a single interior designer/interior designing firm. Different vendors are usually being employed for undertaking complete design solutions of the five-star properties in the country. “Interior designers like me usually do lobby and suites and in some cases guest rooms and some niche health clubs and spas,” Anjaleka stated while adding in the same breath that “we would love to do a complete interior project for a hotel.” Renaisaance Homez has been providing design inputs to both fivestar properties as well as budget hotels. I queried on the difference that she experiences in providing designing inputs to these two different sets of properties. “The one major difference in the interior designing and mill work between a five-star and a budget property is in the quality of wood work, in the use of veneer and in detailing. Marble is also generally of improved quality if it is a five- star hotel,” she explained. “To be specific, in a five-star hotel, veneer is generally used rather than laminate, and in most cases in five-star hotels, marble is used rather than tiles. Moreover, in five-star properties, sanitary

I requested Anjaleka to elaborate on some of the major challenges that she had faced/have been facing while sprucing the design element of hotels/resorts in India. “When the hospitality project gets delayed, the costing price of the interior work usually goes up from what it was at the time of the contract, which is a financial challenge we have to cope with,” she asserted. The tough payment terms in the light of rising prices of every commodity and the delay in the project as a result of getting a series of approvals from various ends are other challenging issues in her job, according to her. She opines that the coordination between several personnel and agencies involved in hotel projects is a timeconsuming factor where often the interests of the design are delayed in attempting such synchronisation. “Often getting approvals from management and PMC delays the project. There should be fewer agencies so as to facilitate easier and better flow of work. Then many designing of hotel projects can be completed within a stipulated timeframe,” Anjaleka candidly explained. She has also observed that designing of many of the high-end hotel projects in the country were given to the international designers. “But if the Indian designers are being good, they should be given a fair chance to show their creative skills,” she averred. However, despite the challenges the entrepreneur with vision is extremely hopeful of a better future for the interior designers being engaged across hospitality projects in the country. On her future plans in the realm of hotel industry, Anjaleka confidently stated that Renaisaance Homez would like to work and expand in the hospitality sectors of Middle-Eastern region including Dubai, Kuwait and Saudi Arabia, while at the same time consolidating its impressive position in the Indian hospitality industry. 

Sept-Oct ’14

Property

HOTEL Business Review

V Resorts

for Offbeat Locales By Swarnendu Biswas

Resorts is a resort management company which has ventured into managing resorts in the mid-market segment of the Indian leisure hospitality industry. V Resorts is engaged in managing a growing chain of boutique resorts in India. The specialty of these beautiful resorts which comes under the management ambit of V Resorts is that they are located in offbeat and scenic locations of India. For example, many among the average Indian tourists have not heard about Sattal and Pauri or for the matter of Auwa and Narkanda, but for the unconventional travellers they can offer great marvels of nature or unknown heritage to explore upon. On such lesser known beautiful locations, you can ﬁnd V Resorts welcoming the guests. In fact, the unique property management services of V Resorts are targeted at owners of properties with 5-25 rooms, which are located in beautiful unexplored destinations where nature and solitude reign supreme. According to Aditi Balbir, the Co-Founder and Managing Director of V Resorts, “V Resorts was incepted in 2010 to bring quality and standardisation to the less explored but awe-inspiring locations across India and for offering experiential vacations to travellers.”

Sept-Oct ’14

Far From the Crowd V Resorts gives travellers the opportunity to satiate their urge to explore pristine nature in relatively unexplored locales, which are not only away from the madding crowd but also far from the tensions of the concrete jungle. But at the same time, the properties under the management ambit of V Resorts are located within 6-7 hours of drivable distance from Delhi. These properties cover a wide range; from jungle retreats to places resonating with history. V Resorts currently manages six resorts across three states bordering Delhi. These include four properties in Uttarakhand (Sattal, Ramgarh, Pauri and Rajaji National Park), one in Himachal Pradesh (Narkanda) and one in Rajasthan (Pali). But what is the proﬁle of the guests that V Resorts primarily targets? “V Resorts targets guests who are looking not just for a comfortable stay but something of an offbeat travel experience in offbeat locales. We target mainly harried professionals of over 35 living in the metros, who are craving for a break from their stressful lives, and who desire to spend a few days in the lap of nature to reenergise and alleviate or remove stress from their lives,” added Aditi further. I asked the lady a bit about the room

and F&B facilities offered at the resorts managed by V Resorts. “All our resorts are set amidst nature, with gardens, verandahs and enough sit out areas to relax and enjoy the views. The rooms give you a feeling of being at home. They are equipped with Wi-Fi, Maggi/tea/coffee makers, loungers, writing desks, USB cables, etc. Our food is locally procured and sourced and menus differ according to seasons and locations. You can also enjoy the freshly baked products from our café,” she conﬁrmed. Getting massages in private sit out areas and purchasing local products from V Resorts’s retail stores can help the guests to enjoy their stay with V Resorts even better.

Adventure with Nature Providing novel experience/s to guests is one of the goals of V Resorts. “Our

Spa Property goal is to provide our guests with a new experience each time they plan a vacation with us,” pointed out the charming lady, who herself is an ardent travel enthusiast. Each of the resorts under the management of V Resorts can give the tourists a series of wonderful experiences to savour. For example, take the case of V Resorts Sattal. Perched on the highest peak of Sattal, V Resorts Sattal is ensconced by pine trees with views of the crystal clear sparkling green waters of the Sattal lake. With three private gardens, the resort has enough sit-out areas to lose oneself within the hills, forest & the surrounding lake. What is more, the resort is located in the bird watchers’ paradise. “Sattal is home to some 230 species of native and migratory birds. Trekking, angling, kayaking / boating, cycling, etc. are also included to make for an interesting itinerary for the guests at the V Resorts Sattal,” proffered Aditi. Similarly, the guests at V Resorts Pauri can get spectacular views of the snowcapped mountains and mesmerising sunsets. The town of Pauri in Uttarakhand is dotted with some of the oldest temples in the country and it has perhaps the only Laxman temple found in the world. The town celebrates 17 different festivals in the year. The rich cultural legacy and religious resonance at Pauri can be complemented by adventure activities like rafting in the swirling waters of the Ganga, trekking, angling, wildlife spotting, etc. Located 1.5 hours away from Shimla, V Resorts Narkanda is a ski resort nestled in a valley overlooking 8 km stretch of the Churadhar range. “Narkanda is a skiing destination,” stated Aditi. In summers, the hills at Narkanda, which get blanketed with apple and cherry trees, create pink and white panoramas of blossoms. These blossoms turn to fruit in autumn, which are plucked and exported to other regions or processed into a special apple wine exclusive to the region. “For the intrepid tourists we offer rock climbing (and other such activities) that involves ﬁnesse, control and physical strength. Valley crossing, tree climbing, Burma Bridge, fox ﬂying are some other activities in store at V Resorts Narkanda,” informed the travel enthusiast. “V Resorts Rajaji National Park is a forest retreat where guests get the opportunity to be thrilled with the exciting jungle safari itineraries in Rajaji National Park; could take part in white-water river

HOTEL Business Review

of their guests from inbound tourists. “Some of our properties get more foreign travellers than others. At V Resorts Fort Auwa, located in the quaint village of Auwa in the Pali district of Rajasthan, about 60 percent guests is from inbound trafﬁc. At V Resorts Pauri, approximately 50 percent of guests comprise inbound trafﬁc,” informed the savvy entrepreneur.

Future Plans

Aditi Balbir

rafting in the Ganges; and could enjoy mountain biking,” stated Aditi, while smiling ravishingly. Waterfall rappelling, tree climbing, bird watching are some of the other activities which the guests at the resort can enjoy. One can also tour the jungle and view forest teeming with wildlife. Located between ﬁelds, V Resorts Rajaji National Park is a few minutes walk to the forest and the nearby canal. And at V Resorts Fort Auwa you can get a feel of the offbeat, forgotten and fascinating vignettes of Rajasthan. “Auwa is a little village near Jodhpur that has witnessed many forgotten tales of martyrdom, which doesn’t deserve to be forgotten. The fort and the village still carry the memories and relics of the 1857 Sepoy Mutiny,” Aditi educated me while talking about the resort. Walking through the old heritage fort with ancient temples, ruins and artifacts can transport the traveller to an era of grandeur and glory… a journey that can easily be a part of the cherished memories for the future. Succinctly, while staying at the properties managed by V Resorts not only gives the guests the opportunity to explore quiet and pristine nature; far from the hustle-bustle of life. They also can get to enjoy or explore a variety of adventure tourism activities, while staying at these properties. “V Resorts provides enriched vacations that imbibe the local ﬂavour and activities prevalent around each property managed by it. It engages with experts for designing experiences around yoga, rafting, kayaking, angling, bird watching, trekking, cycling, national park safaris and village tours,” elaborated Aditi. She told that two of the properties under V Resorts get 50-60 percentage

On the future plans for V Resorts, Aditi offered that initially they aimed to manage at least 10 properties around Delhi. “The recent funding from Seedfund will be pumped in to expanding the total capacity of the resorts under the ambit of V Resorts to around 300 rooms from the current 80. This expansion of capacity of the resorts will be done over the next ﬁve-six months,” she concurred. Here it deserves a mention that in the recent past, V Resorts has raised close to 2 million USD or about Rs. 12 crore in pre-series A funding from Seedfund. Over the next ﬁve-six months, the company is also slated to add four more properties to its robust portfolio of leisure resorts. The growth ambitions of V Resorts are impressive indeed. “Once we have 10 properties near Delhi within our management’s ambit, we plan to turn our focus to Mumbai and Bangalore, and aim to add at least 10 properties around these cities to our management portfolio. Post this, we will look towards the North-East regions and also aim to add locations around Kolkata, Puri, Lakshadweep, Andaman, Jammu & Kashmir, etc. The idea is to have a pan-India presence for V Resorts by 2018,” disclosed Aditi. As I left the conversation, I couldn’t help but feel that more such initiatives like V Resorts are the need of the hour in the Indian hospitality industry. Then only the immense but yet unexplored potential of tourism across offbeat locales of India could be properly harnessed. Moreover, then the tourism of India would have the possibility to generate much more revenues and employment than it is generating now. Of course, having resorts exclusively in offbeat locales with impressive options of adventure tourism thrown in could also be a wonderful avenue for the Indian hospitality industry to attract the increasingly adventurous breed of domestic and inbound tourists, which can be regarded as an emerging segment of tourists  within the country.

Sept-Oct ’14

HOTEL Business Review

PORCELAIN TABLEWARE Omkar International launches in India a classic and guaranteed food safe line of porcelain tableware manufactured by Kutahya Porselen (Europe), the largest porcelain tableware manufacturer in Europe. As lead and cadmium reduces the melting temperature of raw materials, many manufacturers use lead and cadmium in their production in order to reduce production costs considerably. However, responsible manufacturers use raw materials that do not contain lead and cadmium even though this increases the production costs. Kutahya Porselen guarantees that its complete product line is lead and cadmium free thus using acidic foods on tableware will not leach cadmium from the plates into the food, if one uses Kutahya Porselen. Microwaving foods using Kutahya tableware do not cause lead absorption into the food. It uses lead and cadmium free raw materials, keeping in mind the international food safety standards. According to US Agency for Toxic Substances and Disease Registry, eating food or water with high levels of cadmium severely

Product Preview irritates the stomach and leads to vomiting and diarrhea. Long-term exposure of cadmium in the food and water can lead to kidney disease, lung damage and fragile bones. Eating foods with an acid base such as: tomato sauce, pickle juice, orange juice, apples, soy sauce and salad dressing, cause lead and cadmium to leach from the plates and into food. Unsafe lead concentrations are found in some chinaware after microwave use and this could result in the igestion of large amounts of lead. Automatic dishwashers can damage glazed surface of chinaware, causing lead to be leached. The heat and intensity of the water hitting the plates can cause the glaze to deteriorate off of chinaware. Kutahya Porselen products are microwave safe, ovenproof, dishwasher safe, edge chipping resistant, and are also resistant to cuts and scratches. All products manufactured are in conformity with European Standards and US Standards. Omkar International kamal66shah@yahoo.in

DESIGNER CARPETS FROM RAMSHA

ADDING VALUE TO OUTDOORS AND INDOORS

Ramsha Home & Living is the maker of India’s first branded carpet, certified by ISO 9001:2008. The company manufactures customised carpets and wall to wall carpets for banquet halls, ball rooms, restaurants, hotels, corporate offices, residential apartments and other spaces. The company provides comprehensive flooring and furnishing solutions such as carpeting, bed spreads, cushion covers,

Vetra has been a part of the outdoor furniture market for many years. Vetra’s furniture has been supplied to numerous hotels, restaurants, cafes and other public places around the world. The company introduced its synthetic wicker line in 2008 and now recently Vetra has introduced its Sunbrella strap furniture and teak line. The strap and teak collection can comfortably be used in indoors as well. The hallmark of Vetra’s furniture can be summed up in four words — quality design with durability. Vetra’s craftsmanship can be customised to match various decors. Moreover, the raw materials used by the company are environment-friendly and recyclable. In fact, the USP of Vetra’s furniture is that they are maintenance free. Just basic cleaning can keep them looking sharp for a lifetime. Prompt and efficient after sales service is another characteristics of Vetra. Vetra has tied up with a leading US based company named Sunbrella, which manufactures fabrics made of acrylic fibre that is excellent for the outdoors, requiring minimum care and maintenance. Vetra lives up to the changing demands and trends by adding new styles and designs. Modi Woodspace Pvt. Ltd. info@vetrafurniture.com

cushions, bed runners, pillow covers, decorating pillows, bath mats, etc. Ramsha Home & Living informs the customers and designers about the latest updates and trends through newsletters. Ramsha Home & Living is a product of ARS Colors, one of the leading manufacturers and exporters of carpet, home furnishing & colour reference systems. The business was founded in 2001 with the dream of making homes beautiful and it has been exporting its products to 48 countries around the world. Ramsha Home & Living info@ramshahome.com

The information published in this section is as per the details furnished by the respective manufacturer/distributor. In any case, it does not represent the views of Hammer Publishers Pvt. Ltd.

Sept-Oct ’14

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Sept-Oct ’14

Interview

HOTEL Business Review

A Rational and Passionate Manager By Sharmila Chand A seasoned hotelier with rich experience that spans over 15 years, Gaurav Singh is the General Manager at Courtyard by Marriott Ahmedabad. In his current role he is handling strategic business and operations for the 164- room business hotel. He began his career in the year 1999 as a Management Trainee at ITC Hotels, in Delhi. After his work with ITC, Singh joined The Oberoi Group, where he had tenures with The Oberoi Amarvilas, Agra and with The Oberoi Udaivilas, Udaipur. His last assignment was as Resident Manager with The Leela Kempinski, Mumbai. A graduate in hotel management from Welcomgroup Graduate School of Hotel Administration, Manipal, this widely travelled wine enthusiast has also earned a post graduate diploma from Welcomgroup Management Institute, Gurgaon. The excerpts of the interview follow: Briefly describe the various highlights of the property that you are presently handling The hotel offers well-appointed rooms, sized between 350 and 800 sq. ft. which are equipped with high speed Wi-Fi; accessible both in rooms and public areas. In fact, the hotel also facilitates its clientele with Wi-Fi equipped cars. Courtyard by Marriott Ahmedabad is also one of the few hotels in the city to offer an Executive Lounge which is further equipped with smaller boardrooms, round the clock short eats and Internet workstations. Apart from this, the hotel offers various recreational options such as a well-equipped ﬁtness center, spa, sauna and an outdoor swimming pool with a whirlpool. The hotel offers three versatile restaurants — Java+, Shakahari and MoMo Café, which offer international cuisines and as well as cater to our authentic local palates. The hotel has also been appreciated by its clients from various nationalities for providing customised menus. For instance, the Chef has devised a special Japanese menu that is offered to our Japanese clientele. What is the marketing strategy you have adopted to promote your property? We at Courtyard by Marriott believe in staying ahead of the game at all times. Our customer loyalty program, Marriott Rewards, is a highly effective marketing platform that recognises and rewards our frequent travellers. The hotel has demonstrated partnerships at various forums and events. For instance, we were the ofﬁcial hospitality partner for Delhi Daredevils at IPL Season 7.

Sept-Oct ’14

Mobility is one of our key focuses; we have recently introduced a mobile check-in application for android and iPhone platforms. Furthermore, we have also introduced a new concept called Meetings by Marriott to create more inspiring, engaging and result-driven meeting experiences for the planners and the attendees. What distinguishes your property from others in the same bracket? As a distinguishing factor, the hotel offers direct check-in and mobile check-in facility to ease the check-in process for its customers. It demonstrates comfort, efficiency and functionality in its approach. Location of the hotel is also a distinguishing factor. The hotel is situated at the heart of the city with easy access to airport, railway station and other commercial areas of the city such as SG Highway and CG Road and is also strategically located close to the upcoming industrial belt in Sanand. Our well-trained and experienced associates hold the key to our success and set us apart from others. Happy associates ensure that our guests are well looked after, which is also our key mantra. Furthermore, Courtyard by Marriott Ahmedabad is known for its immaculate F&B outlets, serving a variety of international cuisines such as Asian, Continental, Mediterranean and Italian. Besides serving exotic cuisines, we manage to cater to the local palates as well. What according to you is the role of F&B in getting business for a hotel? How much importance do you give to this department? F&B plays a vital role in reputation of

any hotel as people tend to visit hotels that provide superlative dining experience. F&B contributes largely to our hotel’s word of mouth and marketing. Could you reflect on the future plans and new initiatives you wish to undertake in your property? Going forward in line with our philosophy, we wish to become a greener organisation. Owing to this, we have increased our attention towards special projects such as retro-ﬁt of LED lights, which facilitates better energy and resource utilisation. Name one of the crucial issues to tackle in the Indian hospitality industry these days? Acquiring and retaining talent is one of the major issues to tackle in the industry. It is highly challenging to acquire quality manpower and furthermore to retain them over long periods of time. What do you enjoy the most about being at the helm of affairs at the hotel? The single most important reason behind my enjoyment of my work here is the camaraderie in the work culture. I adore the fact that each one of us is working hard to achieve a common goal and we support each other for the same. What is your working mantra, your guiding philosophy at work? I believe in working with a straight head and a committed heart. Enjoying work and being passionate towards it helps me drive results and achieve the so called impossible.

May-June ’14