July-Aug ’17
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Editorial
Hotel Business Review
HOTEL B u s i n e s s
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
Publisher cum Editor Rajneesh Sharma rajneeshhammer@gmail.com Associate Editor Swarnendu Biswas
H
ome stays are emerging or rather have emerged as cost-friendly alternatives to conventional hotels and resorts, for many leisure and business tourists across our country. However, in India, the fact that home stay segment in the Indian hospitality industry is not influenced by many of the rigmarole of rules, regulations and taxes which the hotels and resorts operating in the country need to adhere to, gives the home stays an unfair cost advantage over hotels and resorts. Therefore the need of the hour in the Indian hospitality industry is more regulations and taxes for home stay operators so that they are brought at par with the conventional hotels and resorts operating in India, and a level playing field is restored. However, it must be maintained that many of the facilities that a high-end hotel provides, such as spa facilities or comprehensive MICE infrastructure, are lacking in a great majority of the home stays in India. The issue of security is also a big concern in most home stays operating in the country. In the Cover Story of this issue, we have explored on whether the trend of home stays is negatively influencing the business of the Indian hotel industry. The measures adopted by various governments across the world to counter the unchecked invasion of the home stay aggregators on the hospitality space are also being discussed. It would not be an overstatement to say that customer satisfaction is the edifice of the hospitality industry. What is challenging for the hospitality business is that the customer satisfaction is evolving continually. Especially in today’s times, with more and more discerning, well informed, globally travelled and Internet savvy consumers, attaining customer satisfaction in the hospitality business often means going beyond the customers’ expectations. We have discussed this perennial but ever challenging facet of hospitality business in our Business Story, with inputs from seasoned professionals from the Indian hospitality industry. The Feature section talks about some fascinating offbeat locales in India, which deserve more promotion by our governments and our tourism and hospitality industry, and also covers a lesser known offbeat destination as a case study. The newly rebranded Grand Mercure Vadodara Surya Palace is being covered in our Property section. These and some other relevant features and Q&As for the Indian hospitality industry are part of this issue. Opinions and perspectives in them are being complemented by the rich information base of News, Report and Event sections.
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Resident Editor Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design Hari Kumar V Abhishek Singh Rathore Production Assistant Mamta Sharma Advertising Sales Delhi: Debabrata Nath, Sumesh Sharma Director Sales Sanjay Anand Mobile: +91 9811136837 Director Operations Rajat Taneja Mobile: +91 9810315463 Editorial & Advertising Offices: Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903 Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 Telefax: 91-22-28388947 E-mail: info@hammer.co.in © 2017 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed, edited, owned and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028. Editorial Policy: Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor. Disclaimer: The editor and publisher believes that all information contained in this publication are correct at the time of publishing. Content published not necessarily are the opinion or view of the editor and publisher. Editor and publisher declines any responsibility for any action taken based on the information contained in this publication, including liability for error or omission. Annual subscription rate within India is Rs. 450 and for overseas it is US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 for overseas. Cheques are payable to Hammer Publishers Pvt. Ltd.
HOTEL B u s i n e s s
inside
R e v i e w
An Exclusive Business Magazine for the Hotel Industry
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COVER STORY
N owa d ays h o m e s tays a re proving to be a stiff challenge for the hotels and resorts, particularly with entry of entities like Airbnb, Flipkey, VRBO, et al. Home stay, a niche segment in India’s domestic holiday itinerary until a decade ago, is fast emerging as an alternative to the hotel lobbies for travellers in India. Of course, in abroad too, home stays are gaining popularity.
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BUSINESS
Customer satisfaction is a credo that is adopted by almost all industries these days and in the hospitality industry, where cordiality, personal warmth and a pleasant atmosphere are crucial for the survival of business, an unsatisfied customer will not only be likely to abstain from visiting the given property again but she/he can also bring in bad publicity for the hotel or restaurant concerned. Customer satisfaction is thus of prime importance for the hospitality industry, whose very name entails affability, amicability and friendliness.
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FEATURE
India is a land of awesome tourism potential, which is manifested t h r o u g h i t s m y r i a d n a t u ra l splendours, known and lesser known historical legacies, and fascinating wildlife and adventure tourism options. However, it is true that a great deal of India’s tourism potential is still relatively much less explored by the tourists at large.
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DESIGN
In addition to the aesthetic appeal, a good design needs to fulfil the purpose it was designed for, every single time, flawlessly. A good design is the culmination of innovation, functionality, durability, detail and elegance.
SPA
When your urban lifestyle g ets t h e b ette r of yo u and you crave for some peace, check into Jaypee Greens Golf & Spa Resort at Greater Noida.
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PROPERTY
Surya Palace, the renowned thirty-year-old hotel in t h e c u l t u ra l l y r i c h c i ty of Vadodara, has been rebranded in the recent past (in late June 2017) to Grand Mercure Vadodara Surya Palace. Over the last three decades, Surya Palace did acquire considerable reputation in the hospitality market of Vadodara.
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F&B
Tableware comprises the dishes or dishware, which are used for setting table, serving food & beverages and for dining. Its wide ambit includes cutlery, glassware, serving dishes and other useful items. Tableware has utilitarian and as well as cosmetic appeal for the guests.
departments 04 Event 08 News Scan 18 Report 20 Appointments 22 Focus 50 Operations 56 Housekeeping 58 Product Preview 60 Interview
Cover Pic: Oakwood Studio Apartment, Mumbai
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Event
Hotel Business Review
THAIFEX-World of Food Asia 2017 Ignites Innovation in the F&B Industry THAIFEX-World of Food Asia 2017, a leading annual international trade exhibition for food & beverages, food technology, retail & franchise in the ASEAN region, was held during 31st May-4th June 2017, at Bangkok, Thailand. The exhibition was jointly organised by Koelnmesse Pte Ltd., the Department of International Trade Promotion (DITP), and the Thai Chamber of Commerce (TCC). Koelnmesse not only organises food trade fairs in Cologne, Germany, but also in other growth markets around the globe, for example, in Brazil, China, India, Japan, Thailand, the United States and the United Arab Emirates. THAIFEX–World of Food Asia 2017 garnered a total of 55,111 visitors from 130 countries, 43,129 of which were Thai visitors and 11,982 were international visitors. The visitor participation witnessed 30 percent increase over the 2016 edition of the show. The trade event helped in creating new business networks, as a one-stop food exhibition, for latest food producing technologies, food safety standards, related businesses and services, as well as a most fascinating culinary experience from the world of food. The 14th edition of THAIFEX-World of Food Asia, over a span of five days showcased a wide array of food products and technologies, and access to insights t h at co u l d h e l p ex t e n d b u s i n e s s e s throughout ASEAN and beyond. Committed to providing a truly global experience for everyone, the trade show saw the number of international exhibitors grow by 14 percent, with representatives from countries such as Scotland, USA, Australia, Poland, Japan, Turkey, and Vietnam. This is the first time the absolute number of international exhibitors matched that of Thai exhibitors, indicative of a powerful show for the region and beyond. Mathias Kuepper, Managing Director, Koelnmesse, organiser of the trade show, said, “The record-breaking number of visitors is testament to the fact that the F&B industry continues to see the trade
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show as the place to be. This year’s show not only proved to be more than just a platform for networking between buyers and exhibitors, but also an avenue for everyone to collaborate, share thoughts, and exchange knowledge about issues facing the industry.”
Innovation – the Hallmark of THAIFEX–World of Food Asia Innovation took center stage as a key theme throughout the trade show. Together with Innova Market Insights, THAIFEX-World of Food Asia’s official knowledge partner, top F&B trends, as well as hot button issues,
were presented to all attendees. For the first time, the THAIFEX Innovation Zone and Seminar Series were organised to spur conversations about these trends that are set to take the F&B industry by storm. Industry experts led engaging discussions around product development, packaging innovations, and food technology. Recognising the increasingly niche and changing demands of consumers, the top 50 most innovative products from leading companies, such as Kasel GmbH, Compagnia Alimentare Italiana SPA and Black Isle Brewing Co, were unveiled by an independent panel of judges and industry leaders. Identified products included organic quinoa nuggets, rice oil spray and glutenfree beer.
Industry Think-Tanks Convene THAIFEX–World of Food Asia 2017 stood
true to its name with its multitude of interesting and engaging conferences. Into its third and fifth editions respectively, the Asian Food Franchising Forum, and World of Food Safety Conference were well-attended by key business decision makers. The very first SGF/IFU Asia Juice Seminar opened its doors to an overwhelming response, where current trends and future developments in the fruit and vegetable juice industry were discussed. In total, more than 3,000 participants signed up for over 35 different conferences, held over five days.
Thailand Ultimate Chef Challenge (TUCC) The 6th TUCC saw 1,319 entries from 12 countries, across 21 competing categories, going head-to-head for the highest honour, that is the right to represent their countries in some of the biggest global competitions, including the WACS Global Chef Challenge in Kuala Lumpur and WACS Global Young Chefs Competition in Lyon, France, which saw 24 entries from 10 countries for three categories. Together with 36 international judges from 12 countries, this year’s collaboration between Koelnmesse, Thailand Chefs Association, and the Thailand Culinary Academy crowned the champions.
Celebrity Coffee Bar (CCB) The 3rd Annual CCB, jointly organised by Koelnmesse Pte Ltd, ASEAN Coffee Fe d e ra t i o n , a n d S i n g a p o re C of fe e Association, welcomed 15 champion baristas from around the world, where they showcased their skills in latte art and coffee brewing. On top of that, espresso and brew tasting sessions were held and master classes conducted onsite for budding coffee connoisseurs; offering tips on how to create the perfect brew. The next edition of THAIFEX–World of Food Asia 2018 will be held during 29th May-2nd June 2018. More information is available at www.worldoffoodasia.com.
R
SINCE 1963
July-Aug ’17
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Event
Hotel Business Review
Heimtextil India & Ambiente India Show Strong Trade Potential
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he 4th edition of Heimtextil India and Ambiente India were held during 20th22nd June 2017, at Pragati Maidan, New Delhi. The event attracted 198 exhibitors and 7457 visitors. One-on-one buyer-seller meetings set the tone of business networking at Heimtextil India and Ambiente India 2017 right from day one. A dedicated day for hospitality and retail procurement brought together purchase managers and retailers from across the country and together with the business match-making programme, many exhibitors confirmed to have closed orders through the pre-arranged buyer-seller meet format. As part of the match-making programme, Dinesh Keshwani, Purchase Manager at Krishna Décor said, “As a platform Heimtextil India and Ambiente India 2017 proved to be beneficial for me, where I could have meetings and discussed my requirements directly with manufacturers. We will be placing orders for the season with two of the exhibitors I met, KC Fabrics and Styler. I also visited the ‘Exploration Zone’ where designers have displayed their innovative concepts and the experience was quite different; nothing of which I have ever come across. I am definitely looking forward to the next edition of the show.” “This edition of the show has been even better for us than its previous editions, with increased customer walk-ins and over 130 new inquires for D’décor. We truly believe in the business effectiveness of the platform and will continue to support it,” proffered Ajay Arora, Managing Director, D’décor. “This show strongly caters to the domestic market but also provides an international connect. We have received a great response from international buyers from countries such as Kenya, South Africa and Japan. The enquiries and the communication between us and the buyers have been very clear, which is important for us,” affirmed R. Surenthar Kumar, Dy. General Manager — Sales & Marketing, Shri Laxmi Cotsyn Ltd. At the event, Ambiente India’s exhibitor, Ahmad Arsalan, Director, Ahmad Gift Exports also showed happiness with the quality and internationality of the visitors. He said, “This has been our first time at Ambiente India
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and we are overwhelmed with the kind of visitor response we have received. We have got a lot of enquiries from different industries such as hotels and also from designers as well as international buyers from Thailand, Germany among others.” At the event, buyers, mainly from the hospitality and retail segments, were satisfied that some of their immediate requirements got catered to through the direct interactions with exhibitors. Not limited to product sourcing, Heimtextil India and Ambiente India also hosted several features, inspiring new design visions. CushionKari captured the story of the fabrics and embroideries of India. The recordbreaking installation was designed by Kanika Bawa and curated with fabrics from D’decor with a rare combination of fabrics, textiles and embroideries used. I nte r i o r L i fes ty l e Awa rd ( I LA ) ExperienceZone, where India’s design talent laid out their creative visions based on themes in the 2017 International Trendbook — Exploration with Nature, Heritage, Planet and Illusion, was one of the highlights of the event. Representing the best of Indian talent, designers from Mandi to Coimbatore and from Himachal to Ratnagiri acquired the centre stage from over 500 entries to present their concepts at the ILA Experience Zone. Anshul Malhotra and Himanshu Dogra from Himachal Pradesh, who combined their strengths best as a team, were declared as the faces to represent India at the Ambiente and Heimtextil fairs in Frankfurt, to be held in 2018. As consumer goods and textile traders raced against time to align themselves with the new Goods and Service Tax (GST) regime, an exclusive seminar was organised during the fair to address concerns in the industry with the presence of notable tax guru and experts. Inventory clearance, documentation and an impact on margins were among the major concerns which were discussed in detail and addressed with case studies at the GST Workshop. The co-located fairs will be back in 2018 and would be held during 27th- 29th June in New Delhi.
EVENTS’ CALENDER Asiafruit Logistica 2017
6-8 September 2017 AsiaWorld-Expo, Hongkong www.asiafruitlogistica.com
HOSFAIR 2017
8-10 September 2017 China Imports & Exports Fair complex Guangzhou, China www.hosfair.com
Drinktec 2017
11-15 September 2017 New Munich Trade Fair Centre Munich, Germany www.drinktec.com
Food Ingredients Asia
13-15 September 2017 BITEC, Bangkok www.figlobal.com/asia-thailand
Annapoorna World of Foods India- 2017 14-16 September 2017 Bombay Exhibition Centre, Mumbai www.worldoffoodindia.com
The Hotel Show 2017
18-20 September 2017 Dubai World Trade Centre, Dubai, UAE www.thehotelshow.com
EDT Expo 2017/Food Istanbul 2017 20-23 September 2017 CNR Expo, Istanbul, Turkey www.cnredtexpo.com
HOST 2017
20-24 October 2017 Fieramilano exhibition centre, Rho Milan, Italy host.fieramilano.it
Shanghai World of Packaging (swop) 7-10 November 2017 Shanghai New Int’l Expo centre Shanghai, China www.swop-online.com
Sigep 2018
20-24 January 2018 Rimini Expo Centre, Italy www.en.sigep.it
Europain 2018
3-6 February 2018 Paris Nord Villepinte, Paris www.europain.com
HOTELEX 2018
26-29 March 2018 Shanghai New International Exhibition Center Shanghai, China www.hotelex.cn
Alimentaria 2018
16-19 April 2018 Gran Via Venue, Barcelona, Spain www.alimentaria-bcn.com
FHA 2018
24-27 April 2018 Singapore Expo, Singapore www.foodnhotelasia.com
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Hotel Business Review
VITS Hotels Opens Doors in Dwarka VITS Hotels has launched its third property in Gujarat — Hotel VITS Devbhumi, located at about two kilometres away from Dwarka railway station and 127 kilometres from Jamnagar Airport. “We are delighted to announce the launch of VITS Devbhumi Dwarka. This is our third property in Gujarat and we are extremely upbeat on the exponential growth prospect in the region,” said Vikram Ka m a t , M a n a g i n g Director, VITS Luxury Business Hotels. “VITS is positioned a s a m o d e ra t e l y priced full service luxury business hotel chain and enjoys high occupancy rate at all our ten properties nation-wide. We believe VITS Devbhumi Dwarka, with its strategic location, imposing décor, banqueting facilities and hospitality, will appeal to both leisure and business tourists,” Kamat added. “VITS Devbhumi Dwarka offers 58 well-appointed rooms and seamlessly fit into the traveller’s scheme of things by providing four-star deluxe experiences,” Chandrakant Shetty, Chief Executive Officer, VITS Luxury Business Hotels, added.
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Obituary
Rational AG Founder Siegfried Meister Passes Away S i e g f r i e d M e i s t e r, F o u n d e r a n d Chairman of the Supervisory Board of leading commercial kitchen appliances maker, Rational AG, passed away on July 28 after a brief illness. He was 78. Walter Kurtz, a Supervisory Board member and shareholder since the founding of Rational AG in the year 2000, will assume temporary chairmanship of the Supervisory Board, Rational AG said in a statement. When Siegfried Meister started producing innovative convection ovens more than 40 years ago in Landsberg, Germany, he had a clear goal in sight — he wanted to make the work of people who prepare hot food in professional kitchens easier. The combi-steamer was born in 1976 when he and his team added steam to the hot, dry air in the oven. This revolutionised the large and commercial kitchens of the world. Production processes, organisation and efficiency have changed significantly since then. Since 1998, he had been acting as the Chairman of the Supervisory Board and in 2000 floated Rational AG on the stock exchange. “The well-being of the ‘entrepreneurs in the company’, as he viewed his employees, was very important to Meister. This makes us even sadder about our great loss, and we are committed to continuing his lifetime’s work in his spirit,” said Peter Stadelmann, Chief Executive Officer of Rational AG.
Radisson Blu Launches ‘The Art of Weddings’ Campaign Radisson Blu has launched ‘The Art of Weddings’ campaign to establish it as the venue of choice for weddings and bridal related events in India. The initiative will run across all of India’s 34 Radisson Blu hotels. Special privileges such as food and beverage discounts and a bonus of 25,000 Club CarlsonSM Gold Points, will be extended to all wedding bookings made at Radisson Blu hotels across India during the campaign period, Radisson Blu said. “India is a very important market for us where we are committed to strengthening our brand presence. The ‘Art of Weddings’ taps on the huge potential of the wedding market in India and is unique in its targeting, delivery and reach. The campaign is designed to create personalised wedding experiences and we are confident that the campaign will resonate strongly with consumers in the country,” said Sandy Russell, Vice President, Commercial Operations, Asia-Pacific, Carlson Rezidor Hotel Group.
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ITDC Imparts Hospitality Training to Air India Staff Members Following a Memorandum of Understanding (MoU) with National Carrier Air India to upgrade the s k i l l s a n d k n ow l e d g e base of the airlines’s s e n i o r exe c u t i ve a n d cabin crew in hospitality a n d s e rv i ce i n d u s t ry, hospitality major India Tourism Development Corporation Ltd. (ITDC) recently organised a five-day training programme for the first batch of Air India senior executives at Hotel Samrat in New Delhi. The MoU between Ashok Institute of Hospitality & Tourism Management (AIHTM), which is run by ITDC, and Air India was signed at Air India headquarters in New Delhi, on 29th May 2017. The five-day training programme on ‘Leadership Excellence’ was conducted during 11th-15th July 2017. “ITDC is grateful to Air India and Shri Ashwani Lohani (Chairman and Managing Director, Air India) for their faith in ITDC’s expertise in hospitality training and management,” Piyush Tiwari, Officiating Chairman & Managing Director and Director Commercial &
Marketing, ITDC, mentioned while speaking on the occasion of valedictory function on 15th July. “Our talented team at AIHTM has specially designed curriculum for Air India employees in consultation with best faculties and Air India management. We are going to plan more programs in the coming quarters for enforcing strength and leadership quality in other organisations as well,” Tiwari said.
Novel Green Initiatives from Vasundhara Sarovar Premiere, Vayalar As a part of its sustainability efforts, Vasundhara Sarovar Premiere hotel in Vayalar, Kerala has started a new process of recycling discarded towels by turning them into planter boxes. This initiative from the engineering and housekeeping department at the hotel further reinforces its belief on the ‘reduce, reuse and recycle’ policy.
In this process, discarded towels are dipped in a cement mix and moulded into various shapes before the cement starts to set. They are left to dry for two days after which they can be painted and used as a planter box or for various other utilities. A number of planter boxes have already been used successfully in various areas of the hotel. The team plans to continue making these planter boxes that would be used in many guest areas including smaller towels for table top and banquet table centre piece.
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AccorHotels Opens Mercure HPMF Initiates B2B Dialogue Non-profit organisation Hospitality Purchasing Managers’ Forum Dwarka in Gujarat (HPMF) has joined hands with another organisation, Promising AccorHotels has become the first international hotel group to operate in the holy city of Dwarka, Gujarat, with the recent opening of Mercure Dwarka. The hotel is conveniently located at a five minute drive from the railway station, an hour’s drive from Porbandar Airport and a little over two hours from the Jamnagar Airport. The hotel has 99 well-appointed guest rooms, including one suite. The rooms are designed with Lord Krishna frames; connecting guests with the divinity of the city. For the Hindus, Dwarka is a top pilgrimage site. The opening of Mercure Dwarka marks another milestone for AccorHotels’ expansion and its growing brand presence in India. “Gujarat is an important market for us as it enjoys the unique positioning of being a business hub with a rich cultural heritage,” said Jean-Michel Cassé, Chief Operating Officer, India & South Asia, AccorHotels. “AccorHotels is the first international hotel group to operate in the holy city of Dwarka,” Cassé said.
Indian Society (PIS) to initiate a B2B dialogue and organise networking events. At an event organised at the PHD Chamber of Commerce, New Delhi, on 8th July, the two organisations announced that they were working towards creating a networking platform for hospitality
sector across the globe. A gala event will be hosted jointly on 27th December wherein confirmation from eight countries is already received, HPMF said in a statement “We are excited about the global footprint of HPMF. Soon we will launch the UAE Chapter, and we are in the process of having a tie-up with purchasing associations of Singapore, USA and Vietnam. We are also planning to open a school of procurement soon in Maharashtra,” said Shiv Shankar Menon, President, HPMF-North Council. Nitin Nagrale, Founder & General Secretary of HPMF, concluded the event by inviting all the dignitaries to the seventh anniversary conference and awards of HPMF in Jodhpur, to be held during 14th to 16th September.
StayWell Hospitality Set to Open First Park Regis Hotel in Gujarat Australia-owned hotel management company StayWell Hospitality Group has signed a new hotel, the 150 room Park Regis in Ahmedabad which is scheduled to open in 2018. Signing the first Park Regis in Gujarat brings the tally of StayWell hotels both under the Park Regis and Leisure Inn brands to 13 across India, said Simon Wan, CEO of the StayWell Hospitality Group, the parent company of the Park Regis brand. “We are excited about expanding our footprint in India and about the opportunity to enter the market of Gujarat as we are trying to cover the western region. This hotel will incorporate local flavour aesthetically, in its cuisine and service to the guests,” Wan said. Once built, the hotel will be spread across seven acres within the Everland theme-park which will house waterparks, go-karting and an adventure circus, StayWell Hospitality Group said in a statement. “Park Regis Everland, Ahmedabad is a great addition to the StayWell portfolio with its prime location in the heart of Gujarat; between Ahmedabad and Mehsana,” said Rohit Vig, Managing Director of the StayWell Hospitality Group.
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Hotel Business Review
Sofitel Mumbai BKC Restaurant Wins World Luxury Restaurant Awards Sofitel Mumbai BKC’s signature restaurant, Jyran — Tandoor Dining & Lounge, which already ranks among some of the best restaurants in the country, has won World Luxury Restaurant Awards in two categories — the best luxury hotel restaurant in the regional category and best Indian cuisine in the country category. World Luxury Restaurant Awards unveiled the best restaurants in the world from a list of 81 categories, at a spectacular awards night in Vietnam. The awards night saw over 180 guests from more than 50 countries participating in a dazzling evening of luxury, glamour and style. “We are extremely delighted to win in two categories for Jyran in this prestigious global award. Over the years, we have received some excellent reviews and feedback for the culinary experience we offer at our signature
restaurant,” said Biswajit Chakroborty, General Manager, Sofitel Mumbai BKC. Sofitel Mumbai BKC unveiled Jyran – Tandoor Dining & Lounge in the heart of the city in 2012. It has now become a leading destination in Mumbai’s culinary circuit, adding a new dimension to its nightlife. J y ra n i n P e r s i a n translates to ‘Lost Love’ and is a name symbolic of hope, new beginnings and emotions that follow a deep and moving experience. Inspired from the North-west Indian Frontier Province; a land of warriors and poets, the restaurant’s décor and cuisine have been designed with celebration and drama in mind. An eclectic restaurant by day, the elegant ambiance transforms it in to a stylish lounge by night.
ITDC’s Profit Surges in Q1 India Tourism Development Corporation (ITDC), a public sector undertaking under the aegis of the Ministry of Tourism, posted a remarkable performance for the first quarter of the current financial year 2017-18. The total turnover in the quarter ending June 2017 increased to Rs. 109.60 crore as compared to Rs. 91.42 crore in the corresponding quarter of the last year. The company registered Net Profit Before Tax (PBT) at Rs. 25.19 crore as compared to Rs. 14.30 crore in the corresponding quarter of the last financial year; an increase of 76.15 percent from the last year.
Hyatt Regency Delhi Launches ‘Exclusive’ Business Club H yatt Re g e n cy Delhi has launched a by-invitation, a members-only business club for l e a d e rs of t h e i n d u s t r y, w h i c h could cater to a network of entrepreneurs and professionals from across the business world. By creating an intimate yet diverse environment for corporates to conduct work and leisure at one address, The Council seeks to provide a niche space for achievers across industries. “Increasingly we have guests who desire an exclusive space outside their office environment for conducting their business productively in a comfortable and luxurious setting. With our prime central location and multifaceted offerings, we believe The Council will help address this need of our business guests,” said Aseem Kapoor, General Manager, Hyatt Regency Delhi. “Located at the lobby level, The Council offers a restaurant, private meeting rooms, social working space, and an exclusive wine and cigar room,” Kapoor added.
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Chalet Hotels’ MD and CEO Sanjay Sethi Resigns Sanjay Sethi has resigned as the MD and CEO of K Raheja Corp’s hospitality company, Chalet Hotels. K Raheja Corp owns a number of marquee luxury properties in India including the Marriott and Renaissance hotels in Mumbai, The Economic Times reported. Sethi was previously the MD and CEO of Berggruen Hotels, which runs hotels under the Keys brand.
Roseate Hotels and Resorts Acquires Third Property in the UK Roseate Hotels and Resorts, a global collection of luxury hotels by Bird Hospitality, has announced on 26th July its acquisition of Villa at Henrietta Park (formerly known as Villa Magdala) in Bath, United Kingdom. Acquired from the independently owned Kaleidoscope Collection, Villa at Henrietta Park is Roseate Hotels and Resort’s third property in the UK. Its two existing properties in the UK are the Royal Park London and the Forbury Roseate in Reading. Tucked away in a quiet corner in the heart of Bath, the boutique property offers 21 spacious and exquisitely appointed rooms. “We are proud to put our flag on one of the most iconic properties in Bath. Bath is an important market for us as it is one of the most visited cities and is amongst the major UNESCO World Heritage sites. The Villa would be branded as The Roseate Villa Bath,” said Ankur Bhatia, Director, Bird Hospitality Services.
Le Creuset Unveils Rosemary Green Collection French cookware brand Le Creuset has unveiled an all-new collection in the fresh and natural rosemary colour. Inspired by the herb itself, Rosemary Green is the all-new addition to Le Creuset’s colour palette. T h e collection seeks to bring the re f re s h i n g botanical b re e ze of spring all the way into the kitchen. With chic accents of fashionable greens, this new colour is available in Le Creuset’s collection of stoneware (ideal for oven-to-table use), along with an iconic selection of cast iron.
Ravneet Kaur Appointed as the Chairperson and Managing Director of ITDC Rav n e et Ka u r, a n I AS officer of 1988 batch, Punjab cadre, has been appointed as the Chairperson and Managing Director of India Tourism Development Corporation (ITDC). Kaur is the first woman to be appointed as full time Chairperson and Managing Director of ITDC, which was incorporated in 1966 with a mandate to develop and expand tourism infrastructure in the country. She succeeds Umang Narula, a 1989-batch IAS officer of the Jammu & Kashmir cadre. Kaur was Joint Secretary in Department of Industrial Policy and Promotion under the Ministry of Commerce and Industry, prior to this role. Earlier, in Government of India, she has served in the Department of Financial Services, Department of Economic Affairs, and Department of Disinvestment. In a span of 29 years, Kaur has served multiple positions including as Chairperson and Managing Director, Exim Bank and Chairperson and Managing Director of India Infrastructure Finance Company Ltd., among others.
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StayWell Hospitality Group India’s MD Wins ‘Innovative CEO’ Award Managing Director of StayWell Hospitality Group India, Rohit Vig, has been awarded the ‘Innovative CEO of the Year’ award at the Annual India Leadership Conclave & Indian Affairs Business Leadership Awards, organised by Network 7 Media Group.The award ceremony took place at Hotel Sahara Star in Mumbai, on 4th August 2017. “I am honoured to receive this award in the presence of the industry stalwarts, Recognitions like this enriches one’s credibility and motivates one to do better. I dedicate this awa rd to m y e nt i re team who has always worked as a unit and supported me at every step,” Vig said. Vig has been heading the India operations for StayWell Hospitality Group since 2012 and is recognised for the remarkable work that he has done to build and sustain the brand in India successfully. He began his career in the US and moved to India in 2006 and he has worked with hospitality brands such as Starwood, Hilton, Accor, Taj, ITC and Choice, providing services for operator searches, feasibility studies, debt planning and restructuring.
EIH to Open More Hotels in India EIH Ltd., which runs hotels and resorts under the Oberoi and the Trident brands, is looking to add more hotels both in India and overseas, the company has said. In India, the properties would be near Khajuraho in Madhya Pradesh, near periphery of Gir National Park in Gujarat, in Goa and Bengaluru, EIH said in its latest annual report. Outside the country, the upcoming hotels and resorts of the hospitality company will be in locations such as Marrakech and Casablanca in Morocco, Doha in Qatar and near Maasai Mara National Reserve in Kenya.
Marriott International to Have 100 Hotels in India by 2018 American hospitality group Marriott International plans to expand its numbers of hotels in India to 100 by 2018, according to reports. Marriott International was recently named in the Forbes 2017 World’s Most Innovative Companies list, joining the ranks of Tesla, Amazon and Netflix. Based in Bethesda, Maryland, US, it encompasses a portfolio of more than 6,200 properties across 30 leading hotel brands, spanning 125 countries and territories. Marriott operates and franchises hotels and licenses vacation ownership resorts all around the world.
Hotel Business Review
Samhi Hotels to Buy British Chain Premier Inn’s India Business India’s leading hotel asset company Samhi Hotels is set to acquire the India portfolio of British chain Premier Inn for about Rs 600 crore, media reported. The proposed acquisition of five Premier Inn budget properties will make Samhi Hotels the largest independent owner of lodging assets in India, according to a report in The Economic Times. It currently has a collection of 25 properties, totalling 3,900 rooms in the country. Premier Inn will be Samhi Hotels’ latest transaction after its purchase of Hyatt Regency in Pune, last year.
Hotel Brahmaputra to Close Operations Hotel Brahmaputra, formerly known as H ote l B ra h m a p u t ra As h o k , will cease to operate from 1st September this year, Assam Tourism Development Corporation Limited (ATDCL) said. All pre-closure business deals pertaining to Hotel Brahmaputra will be handled by ATDCL. The decision was taken at the meeting of Cabinet Committee on Economic Affairs (CCEA), chaired by the Prime Minister Narendra Modi in May this year. The decision on disinvestment has been made keeping in view that running and managing hotels on professional lines is not the work of the government or its entities.
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Hotel Business Review
New Kerala Tourism Policy to Focus on Adventure Tourism Kerala Tourism is currently planning to re-brand itself and find new avenues to take the sector forward in order to double the tourist arrivals in the state by 2021
S
ensing the immense possibilities of promoting Kerala as a destination for adventure and activity-based tourism, the State Tourism Department of Kerala is focusing on developing new projects to utilise the same, said Kerala Tourism Minister, Kadakampally Surendran. Inaugurating a one day workshop organised by the department to give shape to its tourism policy, the Minister said that the need and time has come for the tourism department to evolve itself to cater to the needs of activity and adventure-based tourism from now on. While the primary focus at the workshop had been to find new possibilities to take adventure tourism forward in the state, the Minister stressed on the need to work closely and in coordination with the Forest Department to realise the goals in the adventure tourism sector. Kerala Tourism is currently planning to re-brand itself and find new avenues to take the sector forward in order to double the tourist arrivals in Kerala by 2021. Keeping this in mind, the department will now start a new ‘Tourist Circuit’ based out of north Kerala and will shift focus from areas it had been concentrating all this while
to specifically give thrust to adventure tourism, with the sole aim of attracting more youngsters to the state. R e i t e ra t i n g t h e c o m m i t m e n t t o responsible tourism, the Minister said that the state government has a definite stand in this regard which will be part of the tourism policy that the government would table at the upcoming session of the state assembly. Environmental protection and raising the standard of living among the local population are the two primary objectives that the government will focus on as part
of responsible tourism. The government will encourage and support new investors in the field of tourism and had called up for more such close associations to take the tourism sector in the state to the next level. S p e a k i n g at t h e wo r ks h o p, Ve n u Vasudevan, Principal Secretary, Kerala Tourism, stated that the cooperation and coordination with the Forest Department was of paramount importance for the growth of adventure tourism in the state and that this could be achieved without violating any of the existing environmental laws.
GST Impact: Drop in Occupancy in Luxury Hotels T
he goods and services tax (GST), rolled out from 1st July this year, has apparently hit the high-end hotel segment in the very first month. According to the latest Yatra.com monsoon survey, a significant number of 56 percent of the respondents said their preference of luxury travel had been adversely affected following roll out of GST. Under GST, hotel that charge more than Rs. 7,500 need to pay a high rate of 28 percent GST. As per a report in The Economic Times,
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some hotels have cut tariff rates to escape the higher levy. Industry executives believe that such a steep rate of GST for luxury hotel would hurt the industry, which is a major foreign exchange earner. Hotels or guest houses that charge Rs. 1,000 or more but less than Rs. 2,500 per night face 12 percent GST. Those hotels or guest houses charging Rs. 2,500 or more but less than Rs. 7,500 face 18 percent GST. Th e s u rvey res u l ts a re b as e d o n
responses from 1,500 people from various c i t i es i n c l u d i n g M u m b a i , B e n g a l u r u , Hyderabad, Kolkata and Vadodara. The results shown by the Yatra.com survey were replicated in the booking of another travel portal, Cleartrip. It registered a quarter-on-quarter drop for hotels priced Rs. 7,500 or more. The primary GST rate of 28 percent makes Indian luxury hotels most taxed in the world, surpassing those in New York, London and Paris.
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Appo intments
Hotel Business Review
Vishal Khosla Park Regis Goa, a hotel managed by StayWell Hospitality Group, has appointed Vishal Khosla as the General Manager. He will be actively involved in short and long-term planning and preparation of the marketing s t ra t e g i e s , h ot e l p o l i c i e s , procedures, relevant legislations and the annual budget. Khosla has been tasked to ensure that the overall functioning of the hotel is at par with the international standards. Khosla brings with him an experience of over 18 years in the hospitality industry during which he has been associated with recognised global brands like Hilton, Glasgow, Holiday Inn Hotel, Aylesbury, and Etihad Airways, to name a few. In India, he has been a part of senior management at The Club Mahindra Resort; Varca Beach, Goa; The Lalit Golf & Spa Resort, Goa; and The Kenilworth Resort & Spa, Goa.
Simarjeet Singh The Chancery Pavilion, Bengaluru has announced the appointment of Simarjeet Singh as the hotel’s n ew G e n e ra l M a n a g e r. H i s previous assignment was with Hilton Garden Inn, New Delhi, where he significantly helped improve the overall performance of the hotel. In his hospitality career spanning close to two decades, Singh has held eminent positions with renowned brands like Radisson Blu, Park Plaza and InterContinental to name a few. In this new role, Singh will provide leadership and strategic direction to the hotel team and will focus on maximising revenues and creating personalised guest experiences.
Raajit Akhilesh Sheth Ra a j i t A k h i l e s h S h et h h as recently been appointed as Training Manager at The Leela Palace Chennai. He has over 1 6 ye a rs of ex p e r i e n ce i n training & development and i n F & B s e rv i ce o p e rat i o n s . Areas of his expertise include p e rfo r m a n ce m a n a g e m e nt , talent conversations, learning & development, capability building and organisational development. He is also a certified Six Sigma Green Belt Trainer. During his professional journey, Sheth successfully trained five management batches for Carlson Rezidor Hotel Group and assisted
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them in pre-opening training of over 18 hotels. He also became a certified Property Service Culture Trainer with Starwood Hotels and helped in successful value-transition of Le Meridien brand in India.
Nihar Mehta Sarovar Hotels has announced the appointment of Nihar Mehta as Corporate HR Manager. Based out of Sarovar’s corporate office in Gurugram, Nihar will be looking after human resources and manage employee development policies and systems, according to an official statement. Prior to joining Sarovar Hotels, Mehta had worked in Ravi Jaipuria Corporation as Manager – HR. He has had also worked in the Human Resource Department of Varun Beverages Ltd. Mehta had earlier worked with ITC Fortune Corporate headquarters for more than three years, during which he was assisting the HR Head in taking care of 43 Fortune hotels across India.
Sujeet Kumar Sheraton Grand Bangalore Hotel at Brigade Gateway has appointed Sujeet Kumar as the new General Manager of the property. Kumar brings with him over two decades of experience to the new role prior to which he has had worked as the General Manager of Sheraton Colombo, Sri Lanka. Kumar began his career with front office and subsequently moved to F&B, which helped him garner experience across major operating departments. During his professional journey, Kumar had also worked with prestigious hotels such as Sheraton Park Hotel & Towers, Chennai; ITC Windsor, Bengaluru; Goa Marriott Resort & Spa; Renaissance Makati City Hotel, Manila; JW Marriott Medan, Indonesia; and Westin Pune Koregaon Park.
Dhirendra Pratap Singh Dhirendra Pratap Singh is the new Rooms Division Manager at Four Points by Sheraton Navi Mumbai, Vashi. In his career spanning over 16 years, Singh has worked with renowned hospitality brands across the country such as The Oberoi, Trident, InterContinental Hotels, Starwood Hotels and Resorts, and Marriott International. An alumnus of IHM, Patna, Singh has also had exposure in the front office with a Maldives hotel.
Ap p oi n tm en t s Ganeshram Iyer Holiday Inn Mumbai International Airport, part of the InterContinental Hotels Group, has appointed Ganeshram Iyer as the Rooms Division Manager. With over 14 years of experience in the hospitality industry, Iyer has gained mastery over several aspects of the hospitality industry, ranging from rooms to front office, revenue projections to guest relations. Prior to joining Holiday Inn Mumbai International Airport, Ganeshram was associated with some of the most renowned hospitality brands in the industry including Hyatt, Le Royal Meridien, JW Marriott, Radisson White Sands Resort Goa, Taj Residency, and Hotel President Park. As part of his role at Holiday Inn Mumbai International Airport, Iyer would devise several internal campaigns with his team for effective and quick responses to guest queries. He would oversee the functioning of the front office, formulating budgets and preparing monthly revenue and expense forecasts.
Kumar Shobhan Hyatt Regency Lucknow has appointed Kumar Shobhan as General Manager. Shobhan brings with him more than 17 years of experience in the hospitality industry in a number of segments – from food & beverage and catering to rooms and spa. “We really look forward to a great start of the hotel in Lucknow. I am even more excited as it is a dream-come-true moment for me to get to work for my favourite brand in my home town itself,” Shobhan said. A people-centric professional, Shobhan has acquired a deep knowledge of diverse aspects of hotel management and has gained experience in dealing with different cultural backgrounds while working in the UAE (Dubai), and across India.
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Hotel Business Review
Harnessing the MICE Potential By Sharmila Chand
MICE (Meetings, Incentives, Conferences and Exhibitions) has emerged as a significant segment to generate profitable growth for the Indian hospitality business. Hospitality properties in India are offering value-added services apart from just banqueting space, to garner impressive MICE business. The quality of their MICE infrastructure can often give them a distinct advantage over competition. Apart from generating volumes in terms of room revenues, this segment also contributes towards incremental business to other facets of hotel business such as catering, recreation, food and beverage among others. Function or banquet spaces in hotels can account for up to 40 percent of a hotel’s overall revenues. These spaces have the potential to bring in good profits for a given hospitality property. Regarding the potential of MICE business for the Indian hospitality industry, I had an interaction with Nikita Gonsalves, the Director of Sales and Marketing, JW Marriott Mumbai Sahar. The excerpts of the interview follow: Offering value-added services can give hospitality properties an edge over competition. Can you throw some light on some of the value-adds your hotel offers these days apart from just banqueting space, to garner MICE business? In addition to world class business facilities and a convenient location, the JW Marriott Mumbai Sahar, located less than a kilometer away from the Chhatrapati Shivaji International Airport, offers a number of valueadded services to optimise its MICE business. They include ‘Meetings Imagined.’ With us, event planning experiences are led by a Marriott International initiative called ‘Meetings Imagined.’ The objective of ‘Meetings Imagined’ is to create experiences driven by purpose. Therefore, each meeting is identified with a purpose. It is then, the onus of the events, banquets and food & beverage teams of our hotel to craft a theme around this purpose. Themes well-conceived and executed at JW Marriott
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Mumbai Sahar have been Bombay Local, Fashion & Lifestyle, Stylized Cakes, Harley Davidson and more. Then we have Meetings Services App (MSA). MSA connects meeting planners with hotel’s event staff on any web-enabled device for events. The MSA functionality includes service and billing request types for anything a meeting planner might need before, during, or after their event/s. The Marriott Rewards Rewarding Events Program is designed with the meeting planner in mind. It allows members to earn Marriott Rewards points or airline miles on actualised revenue for qualified meetings and events, held at all properties with participating Marriott brands. We also offer personalised food tasting sessions, wine-tasting sessions, customised amenities, dedicated check-in counters, one-to-one interaction with head Chefs, customised menu design, assistance with themes & décor, state-of-the-art business services, world class technology, sound and
AV equipment, wide range of venues to suit all occasions — whether small or large scale, whether business or social. Needless to say, we offer a one-point-contact to our MICE clients, so it becomes convenient for them to liaise with a SPOC.
Many hotels in India have identified the needs of MICE travellers and have improvised their F&B to cater to the needs of this segment. What are your initiatives in F&B for MICE focused services? Buffets at business events typically offer a large choice of food & beverage options. The hotel has in-house specialised Maharajas for Rajasthani and Gujarati cuisine and a separate section in the kitchen for the preparation of vegetarian food. JW Marriott Mumbai Sahar also has a team of in-house halwais (Indian sweet makers), who are providing a wide selection of Indian sweets. Besides Indian specialty cuisine, the hotel also offers varied international cuisines such as Thai,
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Hotel Business Review
We believe that it is of utmost importance to understand clients’ requirements to be able to offer the most appropriate business solution for them, ranging from personalised menus to customised event set ups… all at befitting price rate. We offer an apt business package that is designed after understanding the needs of the guests.
Kindly talk about the MICE spaces at JW Marriott Mumbai Sahar
Continental and western during business meetings. We do identify the fact that some business events allow for only brief break out sessions. Hence, we offer working lunches too, so that the guest is able to allot concentrated time to their meet. Additionally, our hotel houses four food & beverage outlets so it offers a wide F&B choice for its MICE resident guests. JW Café, the all-day dining multi-cuisine restaurant at the hotel presents a culinary journey across India where one is able to savour Indian cuisine, alongside an array of international fares such as Japanese, Thai, Italian and western cuisines. Business guests have consistently appreciated the innovative cocktails/mocktails we offer. Designed like an exclusive living room with an exciting array of food and beverage offerings, the JW Lounge is at the heart of the hotel. A café by day and a lounge by evening, it is a perfect networking zone for business travellers. On the other hand, Romano’s promises an authentic, home-style Italian menu inspired from the regions of Sicily, Milan, Rome,
Naples and Florence for guests who would like a touch of gourmand Italian food. An adaptation of a classic pastry shop, the JW Baking Company offers a range of pastries and cakes, freshly baked breads, gourmet sandwiches and artisan retail bakery and confectionery products.
Give significant tips on how to win corporate MICE business for your hotel and make it profitable For optimal MICE business for a hospitality property it is imperative that the senior management of the property involves itself from the start in dealing with a potential account. Qualifying a business lead in the shortest possible turnaround time goes a long way in securing the business. A hospitality property ought to know the objective of the MICE event, its guest needs; be it in terms of accommodation, event requirements or food and beverage preferences of its guests among others. Owing to a thorough understanding of the client’s vision, the hospitality property will be in a position to set the stage for a seamless MICE event.
JW Marriott Mumbai Sahar offers a variety of venues and spaces for MICE events. The hotel offers 56,000 sq.ft. of indoor and outdoor convention spaces and has 11 wellappointed meeting rooms. Our corporate guests have varied meeting spaces to choose from; given the flexible meeting spaces available at our property. The vast Grand Ballroom (10,350 sq.ft.), Pre-function area, Junior Ballroom (3,900 sq.ft.) and other public areas of the hotel have natural day light filtering through the glass window; making them perfect venues for day time events. Our advanced mood lighting sets the tone for an evening occasion. The outdoor spaces – JW Lawns (52,000 sq.ft.), Reserved Garden (12,900 sq. ft.) and Dining Theatre (6,900 sq. ft.) make for ideal venues for weddings and other social occasions at the hotel.
How do you evaluate the potential of the MICE industry in India? The MICE industry in Mumbai and in the country at large would continue to boom. The increasing influx of business from various sectors such as IT, automobile, pharmaceuticals and finance has contributed to the expansion of the MICE business in the Indian hospitality sector, in a significant manner. However, ours is a price-sensitive market and the end user is spoilt for choices.
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Hotel Business Review
Cover Story
Home Stays
Need More Regulations Home stays have been a significant segment of the tourists’ itinerary in India – particularly when they are visiting South India, which has several homeowners taking in tourists as their guests; feeding them home cooked food, of course at a price. But this price is comparatively lower than that of the conventional hotels. However, now several players like Airbnb, VRBO, Homestays, etc. have jumped into the fray to provide accommodation to the tourists at homes, owned by individuals who are keen to rent their apartments on a daily basis. Ashok Malkani surveys the home stay scene pertaining to India and understands how this trend of home stays is influencing the Indian hospitality industry. The ways governments in different countries have countered the invasion of the home stay aggregators in the hospitality space are also being discussed. 24
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oday, a holiday is as much about accommodation as it is about travel experience. H ote l s h ave a l ways b e e n competing with each other to provide better service to the leisure tourists and business travellers. But now home stays are proving to be a stiff challenge for the hotels and resorts, particularly with entry of entities like Airbnb, Flipkey, VRBO, et al. Home stay, a niche segment in India’s domestic holiday itinerary until a decade ago, is fast emerging as an alternative to the hotel lobbies for travellers in India. Of course, in abroad too, home stays are gaining popularity.
Industry Reactions Different segments of hotels have their differing opinions and reactions about the home stay players. “What probably was conceived as an option for tourists to experience the local culture and enjoy a homely stay has long got diluted. Today a majority of such stay options in reality, in India, are unregulated room rentals which have mushroomed across the nation under the guise of Bed & Breakfast (B&B) schemes or home stays. The issue is that a lot of establishments are taking advantage of this and are running full-fledged commercial enterprises without
any kind of regulations and taxes. These home stay options presently are not as big a threat as it could become in the future, not just for the Indian hotel industry, but also for the Indian tourism,” affirmed Dilip Datwani, President of Hotel and Restaurant Association (Western India) or HRAWI and Chairman & Managing Director of Datwani Hotels Pvt. Ltd.. Rishi Puri, Vice President of Lords Hotels & Resorts, added, “The biggest concern with this kind of arrangement is that it has diluted the concept of hospitality. Home stay arrangements like Airbnb have not been particularly successful in India like they have been abroad. These home stay arrangements are competition to hotels on
the grounds that they work out to be far more economical to the customer. They are presently at an advantage due to their lack of any formal code of operating the business unlike hotels. This will bring the Average Room Revenue (ARR) down in India but they will not affect the business of luxury or the mid-market segment of hotels in India such as ours. We have certain minimum service levels which the home stays do not provide. If at all, home stays may have an impact on the lower mid-market or the unorganised sector hotels.” Derek D’souza, Executive Assistant Manager, Hotel Marine Plaza Mumbai holds the view that invasion of home stays in India will not affect the ARR of the conventional
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Rishi Puri hotels in the country. “Although India happens to be one of the fastest growing markets for Airbnb, we haven’t yet seen a meaningful impact on hospitality business in the major cities of the country due to home stays. I reckon the greater concerns are more towards the leisure destinations at this point of time,” he said. “Disruptions can be healthy for the industry for they can enable customers to enjoy best services at affordable rates. But the disruptors cannot be allowed to disrupt and thrive simply on the basis of avoiding regulations and taxes. Today a hotel, let us say charges Rs.1500/- for a room, then it has to pay 10 percent as luxury tax besides other taxes. But a bungalow listed in Airbnb, for over Rs.10,000/- a day, ends up paying nothing. If nothing else, this is a loss of revenue to the exchequer also. We welcome competition in any and every form, but this kind of disparity is unhealthy for the industry. It is almost as if we are doing our business with our hands tied. We will hope that the concerned Government
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authorities take cognisance of this and act at the earliest to protect the interests of all the stakeholders,” affirmed Dilip. “The important thing is that customers must realise that if they are offered a cheaper product or service then there is a good chance that it is being offered at the cost of quality. So the customers have to identify what is best for them. Also at the same time, it is unfair that home owners are allowed to operate hotels under the guise of home stays and not comply with any rules and regulations that organised hotels have to. We will hope that the Government will see the disparity and also foresee the consequences of allowing a business model like this to continue,” declared Rishi.
Unfair Advantage All the three experts were discussing the unfair advantage of home stays pertaining to the Indian hospitality industry. One of the major reasons for the success of Airbnb and other home stay players in India is that they don’t have to deal with government rules and regulations like that of conventional hotels. “The biggest advantage these operators have over us is that they are currently costeffective to tourists. This is because they do not pay taxes or follow regulations that hotels need to. This gives them an unfair business advantage that goes against the concept of fair trade practices and it is a grave issue. While five-star hotels in India pay a substantial 38 percent of the room revenue as direct and indirect taxes, some of the lavish bungalows listed in hotel aggregator sites like Airbnb do not pay a single rupee as taxes,” Dilip asserted. “Further, over 42 licenses are required to start and operate an organised sector hotel
Dilip Datwani in our country, while the unregulated sector operates without a single license. The regulations that the licensed establishments have to follow are vast and cover fire safety measures, food safety measure, hygiene parameters among many other compliances. Our Government will have to either allow hotels to operate with the same relaxations as are being given to these unregulated home stay players, or regulate these home stays with conditions that are similar for operating a hotel,” reasoned Dilip. “As per the proposed rules, a home stay provider is expected to be exempt from service tax. This means there will be more savings; translating to earnings for home stay owners. There are also proposed exemptions for non-commercial charges on electricity and water bills, as well as property tax, to home stay providers. In contrast, for a hotel there are huge heat, light and power (HLP) expenses because a hotel enterprise falls under the organised sector and is a revenue contributor to the Government,” elaborated Rishi. “Home stays are a great way to promote tourism because they are supposed to give the tourists an experience of local culture and food. However, many such home stays today operate almost like a hotel. The concept of giving the guest an experience of a home remains just in theory. More than advantages, many of the home stays have disadvantages because of lack of security, lack of service, unprofessional or rude behaviour by the care-takers, among other issues. These incidences are a bigger threat to tourism; all the more if these tourists are foreigners as this paints a very poor image of India in their eyes. So the Government should mandate some minimum service
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Hotel Business Review
level requirements for home stays that need to safeguard the interests of tourists,” Rishi pointed out further.
Steps Taken Abroad Since home stays affect the revenues of the conventional hotels and resorts, several countries like Singapore, France, Germany, the Netherlands, Spain and the US have regulations in place to tackle the issue. It may be stated in this connection that the Parliament of Singapore passed a new law in February this year, making it illegal for home owners to rent out entire apartments and rooms for less than six months, unless they have permission from the Urban Redevelopment Authority (URA) to do so. Germany banned unlicensed rentals from 1st May 2016. Since then 40 percent of Berlin’s Airbnb listings disappeared. Amsterdam, meanwhile, has allocated $1.1 million to identify apartments that are being offered for short-term rentals or don’t have landlords living in them. Barcelona has slapped Airbnb and Homestay $65,000 each for listing apartment without permit. Dilip, elaborating on the law passed by Singapore early this year to curb
homeowners from renting their apartments through these entities, said, “This move is likely to affect private home owners renting their houses through hotel aggregators like Airbnb. The changes to the law came on the back of growing complaints regarding shortterm rentals last year. The URA received 608 complaints in 2016, 61 percent more than the 377 complaints in 2015.” “Besides Singapore, some of the other
countries too have regulations in place to prevent invasion by home stays. The measures adopted by countries like France, Germany, the Netherlands, Spain and the US have not only created a level playing field among all parties, but also netted revenues to the exchequer in the form of taxes. The measures could be different for different countries but essentially the Government should act in the interest of
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all stakeholders,” explained Dilip.
Affecting Hotel Business? The phenomenon of cheap accommodation by Airbnb and other aggregators has been worldwide. “We must not forget that Airbnb model is more of lodging while the hotel industry adds the service component to its numerous offerings,” observed Derek. “Globally, especially in the west, home stays are quite popular as home owners in the countryside of Europe have been used to the concept of having guests over, who may be complete strangers. It is a different scenario there, in which both the guests and the home owners are comfortable with the idea of sharing a spare room in the house. This concept must have been the inspiration for aggregators like Airbnb to set up online platforms to connect the two parties and provide convenience for both,” explained Rishi. However, he opined that this ‘convenience’ had not translated well in execution. “Governments of many counties have either put conditions or completely banned such Bed & Breakfast operations from operating in the hospitality space,” he stated. “The most important thing to take into account in the home stays is that the idea of hospitality is being diluted. It is important that the Government should put in place a regulator for these home stays that will monitor and set policies, which would ensure that they operate in the interest of the customers too and not just themselves,” Rishi proffered. The hotel industry comprises of different
Derek D’souza segments — ranging from the economy to the luxury. So how have these home stays affected different segments of hotels in India? “Airbnb or such other home stays are not our competitors. Lords Hotels & Resorts is a premium mid-market chain of hotels and resorts that offers full service and amenities that home stays do not offer. These home stays may mean competition to the lower mid-market segment of hotels but not to a chain like ours,” averred Rishi. “Also, MICE is a category that operators like Airbnb do not cater to. Even today, Airbnb is not as popular in India as it may be in other countries. People are skeptical about the service and safety while considering a home stay. Home stays and bed-andbreakfast options have so far witnessed limited popularity in the country. On the whole, the notion of staying at a stranger’s house is not very comforting, and an element of trust and security has been lacking in the Indian hospitality market as far as home stay options go,” he elaborated further. Dilip however felt that “Home stays have definitely affected our business. Not only in percentage but our average rate per room has gone down.” “Till now, we haven’t seen any affect of home stays yet on a mid-market boutique hotel like Hotel Marine Plaza Mumbai. However, we are mindful of it as the market develops further for accommodation models such as these,” pointed out Derek.
The Menace of Vandalisation Besides having an unfair cost advantage over conventional hotels and resorts, home stays have also been subjected to complaints of vandalisation. This has become a big issue.
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“The issue of vandalisation is a big concern with the unregulated room rentals. While hotels that fall under the organised sector are subjected to administrative clearances, liquor permits and other licenses including being responsible for maintenance of security, these unorganised accommodations are exempted from all of it. So safeguarding the safety of patrons or other serious concerns are not formally the responsibilities of the home stay owners in India. In contrast, hotels in India are not only expected to maintain security in their premises but also are required to keep a record of all guests staying with their properties. Additionally, by law, hotels in India are required to send details of their foreign guests to the police station by submission of a C Form. This is a security requirement from the Ministry of Home Affairs. Home stays in India are not mandatorily required to be compliant with all these regulations, and the industry fears that eventually they will become the de facto accommodation for those foreigners who seek anonymity from the police,” averred Dilip. “Yes, there have been incidences that question the safety and security of staying at home stays. There are no requirements for these home stay owners to maintain security at their premises like hotels do. These are discouraging factors, and thus many people do not prefer these over hotels. In fact, many of those who may have stayed at such home stay arrangements may have done so purely to experience it,” analysed Rishi. The fact that many of the home stays do not have adequate security measures can be detrimental to their business in the long-run, despite their cost-effectiveness as compared to the conventional hotels. Derek, however, feels that there would be market for both conventional hotels and resorts and home stays in the realm of Indian hospitality industry. As many players in the Indian hospitality i n d u s t ry fe e l , t h e h o m e s tay s e cto r too should also have some rules and regulations and also contribute to the national exchequer in similar way as the hotel industry does. Unless that is done in our country, the further growth of the home stay sector in India can only harm the business of many hotels in the country in the long-run, and neither home stays’ impressive growth can contribute substantially to the betterment of the Indian hospitality industry at large. n
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Customer
Satisfaction in New-age Hospitality Customer satisfaction is a credo that is adopted by almost all industries these days and in the hospitality industry, where cordiality, personal warmth and a pleasant atmosphere are crucial for the survival of business, an unsatisfied customer will not only be likely to abstain from visiting the given property again but she/he can also bring in bad publicity for the hotel or restaurant concerned. Customer satisfaction is thus of prime importance for the hospitality industry, whose very name entails affability, amicability and friendliness. Ashok Malkani finds that the Indian hospitality industry is, by and large, abreast of the evolving needs of its guests and is adopting new and innovative methods to ensure or increase customer satisfaction. 30
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I
f there is any place where customer satisfaction is of prime importance, it is the hospitality industry. From restaurants to hotels and everything in between, the job of the hospitality service provider is to maintain and enhance customer satisfaction. The days when customers were satisfied with a mere “please” and “thank you” and being greeted with a smile are over. In fact, they are long over… Though these essential courtesies are necessary even today, they are not enough to satisfy a discerning customer in today’s Indian hospitality industry who is looking for a memorable experience. Customers nowadays are looking for receiving quick and quality service and if you have to bend the standard practices – like extending a guest checkout or customising a menu option in the restaurant for customer satisfaction – it is likely to add to the hotel’s/restaurant’s popularity and an increased satisfactory ratings in surveys among the property’s network.
Consistency, Innovation and Relation Consistency is of utmost importance if you want to succeed in the hospitality business. Sustaining your discerning clientele is a difficult task, and sometimes
it can be an uphill task, which requires continuous efforts to keep them satisfied. As Bruce Springsteen, the famous American singer-song writer, once remarked aptly, “Sustenance demands a consistency of thought, of purpose, and of action over a long period of time.” This is very true for the present day hospitality industry. However, though consistency is an ess e nt i a l e l e m e nt towa rd s c u s to m e r satisfaction in today’s Indian hospitality industry, it is not sufficient. Along with consistency, innovation is also needed to keep the new-age discerning consumers in the industry satisfied and make the guests graduate to repeat guests.
“Customer satisfaction and maintaining relations with them are extremely essential for the growth of any hotel. This is not just in the context of financial growth but also for the growth of perception of the given hospitality property in the market,” stated Satyajit Kotwal, General Manager, The Resort, Mumbai. “Customers provide the revenues needed to achieve profitability. It is only through relations and conversations with different kinds of guests that we can get the desired feedback – feedback that can help in improvement of our services. This feedback goes a long way in helping to change the trends as per the likes and
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dislikes of the guests. Once we talk to our customers we get a clear idea of what needs to be improved and to what extent. Through continuing customer relations, the hospitality property can be always on the minds of the guests even if they have not visited us for a long time. Moreover, a happy customer can bring in more loyal customers,” Kotwal elaborated further. “We always ensure that our staff takes utmost care of our guests because they are what make or break us. Our guests’ comfort is our first priority and our staff knows that very well. Besides the regular steps, we have adopted what we refer to as intelligent e-mails. These e-mails are a faster and more effective way of responding to guest queries, which leads to better satisfaction. We also conduct Live Collaborative Chat, which is a part of several websites these days,” he informed. “Customer relation is the cornerstone on which brand loyalty, stickiness and repeat business are being generated. This has a direct impact on the revenue, and in turn, on the growth of the hotel,” affirmed Derek D’souza, Executive Assistant Manager, Hotel Marine Plaza Mumbai.
Personalised Hospitality “Streamlining guest interactions and transactions and improving daily efficiencies around the hospitality property’s operations should be the primary focus of all hospitality properties. Improving operational efficiencies generally translates into shorter wait times and fewer overall guest inconveniences in
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experience and facilitates to ensure that they have an unforgettable stay. “At our hotel, guest expectations and preferences are identified through guest history. The guest services team prioritises every guest in the hotel by making personal calls and through face-to-face interactions. A loyalty program is in place where all guests at our hotel are rewarded for stays,” disclosed Derek.
Catering to the Discerning
Satyajit Kotwal the hospitality industry,” maintained Derek D’souza. “ I t m ay m e a n i m p l e m e nt i n g W i - Fi distribution platforms, parking access systems and self-service kiosks. It may mean implementing next-generation point of sale (POS) solutions, in-room entertainment systems, app-based electronic door lock systems and various third-party modules to address guests’ evolving demands,” he elaborated. “Personalised service has a high impact and is a key-driver towards guest satisfaction, and is crucial to the hospitality property’s brand image. Personal engagement and ‘taking ownership’ are pre-requisites for bringing new services to success,” declared Biswajit Chakraborty, General Manager, Sofitel Mumbai BKC. “Sofitel Mumbai BKC offers personalised service from the heart through ‘Cousu Main’ service that encourages staff to notice the finer details of guests’ needs and anticipate their requirements,” he added. “ O u r h ot e l s t a f f, refe r re d t o a s ‘Ambassadors,’ happens to be our most treasured asset. We are consistently creating emotions in a unique and authentic way by providing ‘service from the heart.’ At Sofitel Mumbai BKC, we believe in customising our offerings for each of our discerning guests. Right from the time a guest checks-in, we promise to plate up the most exquisite details that are sure to make one’s stay with us memorable,” pointed out Chakraborty. According to him, from handwritten notes to simple personal touches in every gesture, the hotel endeavours to enhance the guests’
It is nothing short of obvious that the hospitality properties have to remain alert to the expectations of the customers, be it concerning the rooms, the restaurants, the banqueting facilities or regarding any other facility/ies in the properties concerned. “Technology is advancing at a faster pace than ever before, and this is changing the expectations of patrons in the Indian hospitality industry. Nowadays, hotel guests who travel with devices such as smart phones, tablets and computers no longer see Wi-Fi as a perk, but as a must have when they check-in at a hotel. Hotel guests expect to be able to connect to the Internet seamlessly and without too many interruptions. When it comes to business meets, guests also need access to audio-visual (AV) and digital facilities for conferences. Hotel guests now wish to have everything at their fingertips via technology,” opined Kotwal. “Also, guests these days are well travelled and many of them do not agree to settle for anything less but the best. Every good hotelier understands that to make sure customers come back again and again, it is vital that the hotel does everything it can to provide excellent customer service and exceed guests’ expectations. We believe in the same. Hence, we do everything in our capacity to ensure that we give our customers only the best and live up to their expectations,” he observed . “The customers these days are more independent and knowledgeable with a whole lot of information available to them. They are well aware of the service offerings of varied hotels, are aware of the standards of service which could be considered as fair and reasonable given the category of hotel, while at the same time they are aware of the cost involved in such services. Given all these information, they are looking at greater value adds at similar price points across similar category hotels while at the same time they are not afraid to try
Business out different hotels that would meet their expectations,” averred Derek. “The hospitality patterns of the guests in the Indian hospitality industry have changed over the last decade. With many of the guests at high-end hotels and resorts being frequent outbound travellers, they are gaining exposure to different international trends in hospitality; hence there is a need for creating a demand for worldclass international standards and services in the Indian hospitality industry,” opined Chakraborty. “Not only are guests getting exposed to different trends through their travels but are also gaining insights via the Internet. With easy accessibility of Internet, the domestic traveller’s knowledge is increasing and consequently, her/ his expectations. Hence guests in the Indian hospitality industry these days understand the finer nuances of hospitality better than they did a decade earlier, and seek those experiences wherever they travel. They have also extended their palate to a wider breadth of tastes, flavours and ingredients, thus
Hotel Business Review
Biswajit Chakraborty creating more discerning gourmands in the country,” he elaborated further.
Going the Extra Mile The seasoned professional went on to talk about Sofitel Mumbai BKC’s varied measures towards going the extra mile in terms of guest satisfaction. “Sofitel Mumbai
BKC, throughout the years, is known for its ‘Magnifique’ food festivals, which promote the gastronomy and cultural aspect of the hospitality brand. Here international Chefs from various countries have been invited to showcase their native cuisine. The hotel has also hosted several local Chefs to showcase India’s regional cuisines such as Rajasthani cuisine, Bengali cuisine, etc. These initiatives taken are just the tip of the iceberg in terms of presenting our guests with a range of different experiences with regard to food and living,” Chakravorty explained. “Keeping in mind the discerning needs of the experienced travellers, Sofitel Mumbai BKC offers a royal sleeping experience with MyBed™, which is a seven-layered bed with soft over-mattress, sheets and duvet, together with a detailed pillow menu that guests can choose from for their comfort, relaxation and the ultimate sleeping experience,” he further informed. Of course, going the extra mile in terms of customer satisfaction in hospitality should extend to wellness too. “Understanding the needs of today’s jet-set traveller, Sofitel
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Mumbai BKC has made its signature spa a 24-hour offering. The hotel’s So SPA caters to the busy travellers with its ‘Pre Jet Lag’ treatments. Exclusively designed for frequent travellers, the Pre Jet Lag treatments stimulate circulation and ease muscle tension; leaving the guest feeling renewed and relaxed,” Chakravorty pointed out. Offering extra and somewhat offbeat facilities at the hospitality property can also facilitate it to cater effectively to the discerning guests. “In the summer months, we started our own adventure zone that covers an array of activities to give our guests that much needed adrenaline rush. We have a host of activities including rock climbing, rappelling, air rifle shooting, archery, string balance, commando bridge, air obstacle, swing crossing, Burma Bridge, horizontal ladder and many more. These activities are conducted by expert trainers and coaches within our premises and a set up has been specially designed within the property where each of these activities are conducted for visitors who wish to enjoy some adventure. The adventure zone will now remain a permanent feature within The Resort and will cater to people who want to experience some moments of thrill while enjoying our hospitality,” explained Kotwal. “Metro cities such as Mumbai and Delhi have a busy and fast-paced lifestyle. Va cat i o n s to d ay h ave fo u n d a n ew meaning with the ideology of ‘Staycations’ as guests look for short-breaks or a getaway from their bustling lifestyle. We at Sofitel Mumbai BKC, offer our guests that much needed tranquil break through our 5-Senses Weekend Staycation Package. From pick-up and drop-in in a luxury car to a rejuvenating spa treatment at the 24-hour So SPA by L’Occitane, from delectable meals with the fine wine at any of our eclectic outlets to a relaxing time at the SJP Salon – this Staycation aims at pampering all the 5 senses of our guests and in re-igniting their sixth sense,” Chakravorty averred.
The Edge of Technology With the evolution in guest expectations, technology is helping the Indian hospitality industry to serve its guests better. Postmodern technology is facilitating the hospitality industry to come up with innovative ideas to meet the expectations of its guests. “Improving customer satisfaction can
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Derek D’souza be done by anticipating the needs of the guests and giving them a product/products to match their requirements. Technology facilitates the two-way interaction between the hotel and the guests. It enables faster and better service that guests demand. Technology also helps to better the interaction experience with the guests on a regular basis,” opined Kotwal. “Automation of many hotel operations falls squarely on the property management system. The feedback mechanism is now more efficient where the CRM module incorporated in the PMS helps in bringing about efficiency in dealing with all guest requests/issues in a time-bound manner, thereby raising accountability while at the same time raising the bar on service standards. E-mail, social media, mobile are other tools that are being used more efficiently in maintaining customer relations these days,” affirmed Derek. “At Hotel Marine Plaza, special emphasis is laid on Wi-Fi distribution platforms and self-service kiosks. It may mean implementing next-generation point of sale (POS) solutions, in-room entertainment systems, app-based electronic door lock systems and various third-party modules to address guests’ evolving demands. Technology is being embraced where more of the hotel’s services can be accessed online given the change in guest consumption patterns, and communication is being made instantaneously through mobile /social media/e-mail to meet guest satisfaction levels,” he pointed out. “Online websites and mobile applications are some of the several platforms by which guests these days receive customised offers and discounts. The Indian hospitality space has become very competitive with
increased personal communication between hotels and the guests. However, the increased competition is also a motivating factor for hotels to come up with interesting offerings,” expressed Chakravorty. “Select hotels have started deploying tablets in place of traditional F&B menu cards. This is helping guests understand the F&B items in an interesting way; using visual communication with details of a dish supported by a video and pictures, its calorie content, preparation method, serving time and more,” he pointed out. “For example, occupancy sensors can detect when the guests have entered the room and activate the lights and temperature control. Alternately, lights and temperature can be controlled by having the guests insert their room key into a reader near the door,” stated Chakravorty. “Succinctly, improved technology has introduced applications that can help hospitality properties collect important data about existing and new guests. For example, hospitality properties can now easily gauge data of their top 100 customers and also save information about their personal favourites in terms of food, facilities, activity preferences, etc.,” he asserted. “From an iPod docking station to providing a seven-layered bed called MyBed™, to seamless Wi-Fi Internet connectivity for multiple devices and an entire entertainment hub, we present the guests with the best in terms of hospitality, and here technology plays a crucial role,” iterated Chakravorty.
Summing Up Overall, one must remember that maintaining customer relations in the realm of today’s Indian hospitality industry is an ongoing and evolving process which involves you keeping in touch with the guests before their arrival and even after they have left. Every business needs to keep its customers happy but it is vital in the hospitality industry if the property wants to grow and prosper. Hoteliers must learn how to constantly innovate to meet the evolving expectations of their guests and provide excellent standards of service which its guests are likely to remember for a long time. This endeavour would facilitate some of their guests to graduate into repeat guests. In short, the customer should be considered as the centre of the hoteliers’ professional universe and the services must be designed around her/him only. n
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The Appeal of Offbeat Locales By Swarnendu Biswas
I
ndia is a land of awesome tourism potential, which is manifested through its myriad natural splendours, known and lesser known historical legacies, and fascinating wildlife and adventure tourism options. However, it is true that a great deal of India’s tourism potential is still relatively much less explored by the tourists at large. This is one of the many reasons why India’s figures for both domestic and inbound tourists reflect a story of huge untapped potential. According to the Ministry of Tourism, the foreign tourist arrivals in India during 2014 were 76.79 lakh, which increased to 80.27 lakh in 2015. About 88.90 lakh foreign tourists arrived in India during 2016.
Untapped Potential Here it deserves a mention that as per the UNWTO definition, international tourist Arrivals (ITAs) comprises two components; namely foreign tourist arrivals (FTAs) and arrivals of non-resident nationals. The UNWTO in its barometer ranks countries in terms of their ITAs. So far only the figures of FTAs were compiled in India. However, now India has started compiling the data arrivals of non-resident Indians (NRIs) also. According to the Ministry of Tourism’s press release, the number of NRI arrivals
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during 2014 and 2015 were 5.43 million and 5.26 million, respectively. Accordingly, the numbers of ITAs in India during 2014 and 2015 were 13.11 million and 13.28 million, respectively. This is disappointing as compared to the international tourist arrivals in countries like France, the US or the Spain. According to World Tourism rankings, compiled by the United Nations World Tourism Organization as part of their World Tourism Barometer publication, during 2016, the international tourist arrivals in France were 82.6 million, and the international tourist arrivals during 2016 in the US were 75.6 million. According to the same source, Spain attracted 75.6 million international tourist arrivals during 2016 and China attracted 59.3 million international tourist
arrivals during the same year. According to the same source, in 2015, the international tourist arrivals in France was 84.5 million, the international tourist arrivals in the US, Spain and China during 2015 were 77.5 million, 68.5 million and 56.9 million respectively. The domestic tourism figures of India are also not much better. According to the Ministry of Tourism, during 2016, the number of domestic tourist visits to the states/ UTs was 1653 million (provisional) as compared to 1432 million in 2015, registering a growth of 15.5 percent. Like millions of others, I too don’t think India’s natural splendours or historical legacies are anyway less than that of France or the US or China, but why is our country getting so less number of international tourists as compared to its awesome tourism potential ? There are several reasons behind this not so encouraging tourism statistics of India which we have had discussed in this magazine before, but one of the reasons can be the fact that we are not giving adequate promotion to many of our ethereal but relatively unknown tourist worthy places among our domestic and international tourists and also among our outbound tourists.
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By giving adequate promotion to these offbeat tourist locales in the right channels and through the right initiatives can give a huge fillip to India’s tourism and hospitality industry, both in terms of revenues and recognition.
Less Explored Wonders India has an impressive array of tourist locales which deserve more recognition. One can enjoy azure blue sea with exploration of spirituality at the coastal town of Ganapatipule in Maharashtra, located just 375 km south from Mumbai; one can visit monasteries and marvel at the serene natural beauty in the hilly town of Tawang in Arunachal Pradesh; one can enjoy adventure sports at Spiti, in Himachal Pradesh; one can savour an ethereal sunrise at Ponmudi in Kerala along with the town’s tea plantations, lush green hills, streams and waterfalls; one can seep in the wild beauty of Sunderbans in West Bengal; one can introspect on the neoVaishnavite cultural legacy, get acquainted with the fascinating biodiversity and get impressed by the vast beauty of Brahmaputra in Majuli — the largest fresh water mid-river deltaic island in the world. In fact, there are huge numbers of offbeat and yet relatively less crowded tourist options in India, waiting to be explored by our hospitality industry in a more vigorous manner. Digha, a scenic sea side town located 187 km away from Kolkata, where the Bay of Bengal can be seen at one of its turbulent best forms; Khajjiar, located just 23 km from Dalhousie by road where the greenery and serenity can parallel that of Switzerland and where one can also indulge in paragliding, horse riding or trekking; Kasol in Himachal
Pradesh with its unspoilt charm of the quiet snow capped mountains, Halebidu in Karnataka with its romance of the ruins of the Hoysala architecture, the 30,000 old rock paintings at Bhimbetka in Madhya Pradesh which presents the first reflection of human life on the Indian sub-continent… India has many enigmas to explore for over a lifetime. These offbeat destinations need to be more creatively promoted not only by the state governments and the Union Government but also by the concerted efforts of our hospitality industry. These and many other lesser known but fascinating tourist destinations should b e c re at i ve l y m a r kete d to g e n e rate awareness among tourists about them, and these marketing endeavours should be supplemented with more high-end hotels and resorts with state-of-the-art banqueting and MICE facilities, better roads and transportation facilities, and sprucing of other facets of hospitality infrastructure, in these offbeat locales of India. For example, the only linkage of Majuli with the outside world is through a ferry service from Jorhat which operates six
times a day. The introduction of a helicopter service from Jorhat to Majuli, with aerial view of the mighty Brahamputra can greatly enhance Majuli’s demand among many well-heeled NRI and other inbound tourists. In this regard, the current Chief Minister of Assam Sarbananda Sonowal’s recent initiative to develop Majuli as India’s first carbon-neutral district and Assam’s first biodiversity heritage site is nothing short of praiseworthy. These offbeat tourist locales of India should not only be promoted among our domestic and inbound tourists but also among our potentially outbound tourists. If the travels of many of our habitual or potential outbound leisure travellers can be directed towards domestic destinations, they can significantly increase the revenues of our tourism and hospitality industry. As the outbound leisure travellers from India are likely to be have more than decent disposable incomes, they are likely to spend healthy amounts on India’s tourism and hospitality industry, if their travel options are directed towards domestic destinations more frequently than before. n
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The Case Study of Phaltan T
he need for promoting and developing offbeat locales with latent and/or untapped tourism potential has been a long felt need in the Indian hospitality industry. I realised the above-mentioned potential and the need more acutely during my short stays at Jakson Inns Phaltan. Here it deserves a mention that Jakson Inns Phaltan is a classy four-star property, having 69 deluxe rooms of 290 sq. ft. and 4 suites of 560 sq. ft. The environment-friendly hotel has a multi-cuisine restaurant named Green Bean, where one can savour authentic Maharashtrian cuisine among many other delectable options, a bar named Fulltoon, a swimming pool, a therapy room named Kundalani and a well-equipped gym named Burn. The hotel has both indoor & outdoor recreation facilities suited for families, some of which include table tennis, chess, cycling, single ring basket ball among others. Besides catering to the leisure tourists, the hotel is very well suited for the MICE travellers. The property hosts a fully equipped 15 person board room with video conferencing facilities. Also available is a banqueting facility which can seat between 70 to 150 people in various styles for occasions such as conferences and meetings. In addition, the outdoor lawns are ideal for weddings and large events and can accommodate up to 1000 persons at one go. The hotel has an organic garden spruced with fresh farm produce among its several
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green initiatives.
The Religious Resonance Coming back to Phaltan, it is a fairly obscure peaceful town in Maharashtra, located just 120 km from Pune. It houses many latent charms in and around it. Phaltan can be an ideal weekend break from the sweaty climes and fast-paced lifestyle of Mumbai. This writer has had the opportunity to visit the sleepy town located in the midst of Maharasthra’s prosperous sugarcane belt, twice. Phaltan, an ancient town, which happens to be the birthplace of Shivaji s first wife
Ajinkyatara Fort
Saibai, and a town whose list of rulers dates back to 1284 AD, is dotted with many ancient Jain temples. Besides these, the town has a temple of Lord Shiva, known as Jabreshwar Mandir, which is adorned with beautiful stone carvings. The 800-year-old Jabreshwar Mandir, which is regarded as the oldest temple in Phaltan, is located only 11 km from the hotel. Situated at a distance of 8 km from Jakson Inns Phaltan, there is an old temple of Shri Ram, who is said to be Gram daivat of the city. There are many other beautiful temples in and near the town, which are worth exploring. The temple trail in Phaltan
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has 500 miniature paintings from almost all major Indian art schools — Jaipur, Kangra, Mughal, Punjab, Bijapur, Pahadi and Maratha — ranging from the period between 15th to 19th century. Built by the Raja of Aundh, late Bhawanrao Pantpratinidhi in 1938, it is now looked after by the state government of Maharashtra.
deserves to be further promoted by the Maharashtra government as well by the hospitality industry. Moreover, Pandharpur Yatra, the famous annual pilgrimage trail to the town of Pandharpur in Maharashtra, which gathers religious fervour among Maharashtrians across all socio-economic strata, does pass through Phaltan, and classy hotels like Jakson Inns Phaltan can act as ideal brief stopover for the pilgrims during their journey. Pandharpur is the seat of the Hindu God Vithoba and the annual yatra or pilgrimage is in honour of the deity. Pandharpur is barely 115 km from Jakson Inns Phaltan.
Ruins and Art The lovers of history would also find something interesting to explore around Phaltan. Ajinkyatara Fort, a 16th century mighty fort presently in partial state of ruination, perched on 3300 ft. high Ajinkyatara mountain, is worth visiting. Ajinkyatara mountain is one of the seven mountains surrounding the town of Satara. The seven mountains surrounding Satara are part of the Sahyadri mountain range. Satara
Cascades and Flowers
Sandeep J. Talaulicar is a nearby town from Phaltan. The fort is located 66 km from Jakson Inns Phaltan. The fort still manages to whisper the romance of the bygone era from its every stone. While walking through the mighty rock structure one feels like getting transported to the age of the Maratha warriors… if one can feel enough. Shri Bhavani Museum in Aundh, which is 48 km from the Satara town, can also be of great interest to the lovers of art and history, and also to the laymen. The museum
For the lovers of natural beauty, a visit to Phaltan should be extended to a visit to the Thoseghar Waterfalls. The scenic spot is only 88 km from Jakson Inns Phaltan. Especially during the monsoon season, the innate natural charm of this destination gets heightened. The milky white cascades piercing their way from the green hills…the cloudy sky, the calmness of the environment, and the light incessant drizzle managed together to bring the long lost poet within me. I began to feel sheer joy and pensiveness at the same time… “If you are travelling to Maharashtra during monsoons, then we would highly recommend that you do not miss the Thoseghar Waterfalls near Satara in Maharashtra,” opined Soraya Rebello, Vice
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President, Strategic Operations, Jakson Hospitality (P) Ltd. Here it deserves a mention that Jakson Inns Phaltan is the maiden hotel project under the ambit of Jakson Hospitality Pvt. Ltd. Kaas Pathar or Kaas Plateau is another tourism attraction to explore from Phaltan, which is located just 80 km from the hotel. Situated in Western Ghats, it shouldn’t be missed by lovers of nature travelling to this region during end August-September. During end August-September, the plateau gets carpeted with myriad wild flowers of varied hues. The plateau lights up with colours! One can find more than 150 types of flowers, shrubs and grasses at Kaas Plateau during end August-September. The plateau, which spreads across 1000 hectare, became a part of a UNESCO World Natural Heritage Site in 2012. On the south of Kaas Plaeau is the scenic Kaas Lake; surrounded by dark and deep woods. Kaas Lake is a picturesque picnic spot. Talking of picnic spots, there are many such options near Phlatan, where one can have a great outing, with the majestic beauty of Western Ghats and slow moving windmills overseeing our little joys. They afford the opportunity for wonderful photographs for memories to cherish.
Promoting Rural Tourism Jakson Hospitality Pvt. Ltd. is making praiseworthy endeavours to promote Phaltan’s and its nearby places’s tourism a p p e a l . “ Th e co m p a n y i s p ro m ot i n g co u nt rys i d e & a g ro - to u r i s m t h ro u g h uncommon ways. We take you through sugarcane farms where one can taste a
Kaas Pathar
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That is not all. “Riverside breakfasts or a meal at a farmer’s house, where the guests can experience an authentic Maharashtrian meal made by a housewife & enjoy hot bhakri made on a chula, or a picnic by the windmills are some other unique experiences provided by the hotel,” Soraya disclosed. Sunsets at the windmill with Sayhadri mountain ranges overlooking you can be a memorable experience. Trips & picnics to Kaas Pathar, commonly known as the Valley of Flowers, are also organised by the hotel.
Packaged with Potential
Soraya Rebello freshly chopped sugarcane stick or stroll through maize &jowar farms. We also provide you tour of pomegranate farms. The locality has some large pomegranate orchards where guests can experience pomegranate plucking. The pomegranates are then brought to the hotel where the juice is freshly extracted & served to the guests. Guests also have an option to choose a farm fresh pomegranate-based salad or dessert,” explained a smiling Soraya. She also talked about cycling trails organised by the hotel which can give guests exposure to organic gardens and animal farms. Bullock cart ride and tractor rides are other popular agro-tourism options initiated by the hotel. These leisurely fresh air rustic experiences are likely to appeal to many of the city-bred minds, who are confined to living in concrete jungles amidst fast-paced tension filled routines.
“The tourist attractions around Phaltan can create wonderful memories for religious tourists, nature lovers, and also for the lovers of history and culture. Phaltan also has enjoyable options for those who want to explore the offbeat rural tourism; far removed from the day-to-day city life experiences,” opined Sandeep J. Talaulicar, the Managing Director of Jakson Hospitality Pvt. Ltd. He also talked about the ongoing Monsoon Magic Package which is valid during JulySeptember and The Independence Day package. “These initiatives have indeed helped increase footfalls to the hotel as the packages have been designed keeping monsoon tourism in mind,” Talaulicar conveyed. The Monsoon Magic Package, which is valid from 1st July to 30th September of this year (except during 12th-15th August), offers 1 night and two days for Rs.6250 plus taxes on double occupancy, and 2 nights and 3 days for Rs.12,000 plus taxes on double occupancy. The package includes welcome drink; accommodation on DBL sharing basis; daily breakfast for two at the Green Bean, the multi-cuisine restaurant at the hotel; buffet lunch and dinner, complimentary use of hotel’s recreation room, swimming pool and the gym; and free complimentary Wi-Fi among others. It seems the creative promotion of the sights and sounds in and around the destination by Jakson Hospitality Pvt. Ltd. is already bearing fruits. According to Talaulicar, “Phaltan, with its rich religious resonance, with its historic legacy, with the majestic beauty of Western Ghats in the vicinity, and with its huge potential for exploring rural tourism, is already emerging as a fresh alternative for a weekend gateway for a sizeable section of holidaying crowd from Mumbai and Pune, who are now tired of Lonavala, Panchgani and Khandala.” And the best time to visit Phaltan? It is monsoon, of course. n
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Design
Hotel Business Review
Good Design for Hospitality By Himank Goswami
M
y wife and I went out for dinner to a luxury hotel recently to celebrate our anniversary. We were offered a table next to the window overlooking a beautiful garden. The ambience was enchanting with a candle lit table and soft background music. But soon the evening started turning unpleasant when we realised that our table was right behind an extremely busy service station. We could hear the waiters mumble, sounds of the cutlery and worst of all, the irritating noise of the cheque printer every now & then. The restaurant failed to deliver (at least to us) what it was designed for despite being a high specification space. We often come across plentiful of such instances where practicality and usability are compromised over design. So what is a good design? A good design is essentially a combination of how it looks, what it does, what value it adds to a space, is ergonomic and user-friendly. It is important to know and realise that a design, especially a design in the hospitality industry, first needs to work well and then look good! In addition to the aesthetic appeal, a good design needs to fulfil the purpose it was designed for, every single time, flawlessly. A good design is the culmination of innovation, functionality, durability, detail
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and elegance. A well-crafted space or product can easily have a positive effect on its user and her/his well-being. Below are some characteristics of a good design in the context of the hospitality industry. • Functional and Ergonomic —The foremost expectation from a good design in hospitality is that it must perform & perform well. It must work before it looks good. Make a low back but great looking bar stool and the guests will curse you. A b a c k l i t m i r ro r ove r a va n i ty i s an example of aesthetics infused with
Himank Goswami
functionality. The backlighting enhances the visual appeal of the mirror but at the same time lights up the face for a better reflection in the mirror. Whilst a sunken marble bathtub only looks good but disappoints upon usage. • Form Follows Function — Architects have been debating this issue for long. Function follows form may be true for certain building types like a museum but for hotels form follows function holds good. The design must follow an ‘inside to outside’ approach. A hotel has a very important goal to accomplish; to provide comfort & experience to its guests and ensure their well-being. This can only be achieved by meticulously linking different functions in the most efficient fashion. • Height and Light — Th e two m o s t important factors in any space are height and light. High but proportionate ceiling infused with plentiful of natural light can transform any space. This is true for a lobby, a restaurant, a guest room and even staff cafeteria, lockers & offices. Natural light has immense health benefits in addition to increasing the occupant’s productivity and comfort. It does also save the energy costs, thereby facilitating the hospitality property’s profitability. • Innovation — For example, incorporating a bar counter in a hotel lobby is innovative design. It can not only transform an
Design
otherwise mundane lobby into a vibrant and buzzing space but can also generate additional revenues. Innovative design could be a key differentiator between an average and an extraordinary product. Last year, I stayed at a luxury safari lodge in western India. The lodge operates for just seven months in a calendar year. To keep the infrastructure and maintenance cost under check the entire lodge is literally packed and transported 200 km away every year, leaving only the concrete plinths behind for those five months when the lodge is not operational. The guest rooms are made out of tents and the entire BOH is planned in shipping containers. Despite this seemingly temporary infrastructure, spending a night at the lodge shall set you back by USD 900 and shall provide once in a lifetime experience. That is an example of innovative and unorthodox thinking… • Durability — A maintenance unfriendly and short life span design can hurt the investor’s finances and can affect the bottom line of a hotel. A good design has yet another important objective to achieve; sustainability. For example, a timber wainscot without corner guards in a corridor is asking for trouble. The aim should be to incorporate designs and materials which look spanking new even after years of rough use. Succinctly speaking, a good design ages well! • Detail-oriented — A carefully crafted space or product down to the last detail stands out and takes itself a notch above the competition. For instance, that very special and attention grabbing piece of furniture in a guestroom has the potential to make the entire room feel premium. • Less is More — The best designs in the world are also simple. Take the examples of the home pages of Google and Yahoo where the former is simple & user-friendly and the latter is cluttered and confusing. To me, a loud and ‘in the face’ design is nothing but visual pollution. • Profitablity — A good design stands out from the competition, can increase the brand value of the product and facilitates it to sell well. A well-crafted bar cabinet displaying liquor in a suite instead of hiding it behind a shuttered mini bar has the potential to attract more guests, thereby contributing towards increasing the hotel’s bottom line. • Contextualism —The architecture of a hotel should gel well with its surroundings, respect what already exists and not be pretentious. A design which is appreciated in New York may not make sense in Nairobi and vice versa. To sum up, the secret of a good hospitality design is to think from the perspective of a guest and an investor. A design which is not appreciated by a guest and doesn’t create value for an investor, cannot be termed as a good design in the realm of hospitality business, no matter how great it looks. A good design should serve the purpose well for which it was created, should look beautiful and ensure the well-being of its users.
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Good Design is Good Business Thomas Watson Jr. The author is an architect by profession and is presently associated with Emaar Hospitality Group, Dubai, which is one of the fastest growing hospitality groups in the world. Previously he was with Öberoi Hotels & Resorts. Reach out to him on his e-mail - himank.goswami@yahoo.com
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July-Aug ’17
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Spa
Hotel Business Review
Enjoy the Sixth Sense of
Wellness By Sharmila Chand
W
hen your urban lifestyle gets the better of you and you crave for some peace, check into Jaypee Greens Golf & Spa Resort at Greater Noida. Escape to the sanctuary that delights at every step. This destination spa comes across as a comprehensive and integrated health and wellness retreat and it is ideal as an exclusive high standard day spa facility for people living in and around the entire New Delhi national capital region. Designed in the style of a traditional Indian home, the spa houses inner courtyards, water bodies and various therapy and relaxation areas. Locally-sourced wood and stone are used throughout the spa and traditional artefacts including antique bronzed pots, vases and urns evoke a sense of indigenous local essence. The spa’s interiors reflect the Six Senses’s ethos and concept. The entire building has soft silhouettes and the rounding off of the walls and niches is characteristic of Six Senses properties around the globe. Interior furnishings make use of brightly coloured fabrics and linens, including the signature teal green colour that is used for the Six Senses spas globally.
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Beautiful antique silver, brass and bronze have been sourced and designed to provide the spa amenities including serving trays, amenity trays, foot wash basins and fruit bowls. Curtains and Roman blind linens, fabrics and straws are based on the Six Senses design philosophy but sourced and made from suppliers sourced locally. Rugs and carpets are simple designs and made from jute and sisal from India.
Sprawling expansively over three floors, the Six Senses Spa houses a wide range of facilities including a state-of-art fitness center, Kinesis machine — a stretch and strength training machine — yoga and wellness activities studio with an aerobic pool, female and male Moroccan style Hammam suites, a meditation cave, hair and beauty salon, ladies club and golfers’ treatment areas to name just a few. Among its twenty-three treatment areas,
Spa
spread over a sprawling 98,000 sq. ft., there are specialist therapy areas for Ayurveda, Watsu therapy, detoxification, slimming and colonic hydrotherapy. Also included are private consultation rooms, separate male and female wet areas with private changing facilities, herbal steam rooms, saunas, experience showers, ice fountains, private lap pools and expansive relaxation areas.
Hotel Business Review
The comprehensive menu covers the Six Senses’s world renowned signature massages, facials, wraps and scrubs. The spa offers extensive international therapies, locally-inspired treatments, s p e c i a l i s t w e l l n e s s t h e ra p i e s a n d rejuvenating and balancing spa journeys. There is also a facility of personalised a d v i ce f ro m t h e i n - h o u s e we l l n ess consultants and qualified personal trainers.
Spa and Fitness Facilities at Jaypee Greens Golf & Spa Resort at a Glance • Spread over 98,000 sq.ft., across three floors, offering impeccable standard of health & wellness treatment areas and world class spa facilities. • Over 23 luxurious private single & double treatment areas, including four Morrocan Hammam treatment suites for groups, singles & couples. • Thermal facilities, including steam rooms, sauna, experience showers, and ice bowl fountain. • Common aerobic pool with female/male lap pools for water fitness, aqua aerobics or just for a refreshing dip. • Five luxurious relaxation areas, which can accommodate more than 50 people at any time. • Meditation Cave providing opportunity for private/group meditation & relaxation therapy. • Yoga & Dance Studio offering specialised classes for yoga, hot yoga, stretch therapy, Pilates, dance & body pump workouts. • A purpose built Watsu pool for shiatsu water therapy. • Fully equipped fitness center with state-of-the-art Kinesis machine & Formula 1 themed tread mills. • Hair & beauty salon and private bridal suite/ladies club for spa parties, private events, social spa gatherings & brides to be. • Golfers’ rooms for a quick stretching and treatment to re-energise after the play. • Outdoor herbal garden for locally inspired indigenous treatments & ingredients for the spa cuisines. • Retail gallery showcasing best of international cosmetics, herbal teas & other lifestyle products.
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Spa
Hotel Business Review
Wellness has Gained Market Momentum While sauntering through the opulent spa with its comprehensive wellness facilities, I got to meet Dr. Rajneesh Kumar, the Spa Manager of Six Senses Spa, at Jaypee Greens Golf & Spa Resort. He belongs to Himachal Pradesh and has a bachelor degree in Ayurveda from Rajeev Gandhi Ayurveda Medical College Paprola. He has completed master in Healthcare Management and has done various courses in yoga, Reiki and Pranic healing. He also has been practicing these wellness solutions for more than a decade with various spas and wellness retreats in India and overseas. The interaction with him proved to be interesting and insightful. The excerpts of the interview follow:
Tell us about your journey through the spa industry I have been associated with this industry since the last 12 years and have had experience of working with leading spas of the world at Maldives and Mauritius. I have also worked with various wellness destinations in India. My experience of working with leading international spas of the world at various locations in India and overseas has enabled me to get an understanding of Spa and Wellness SOPs and luxury travel. I have successfully opened a wellness retreat at Hilton, Shillim, which is a part of healing hotels of the world, and won numerous awards during my tenure.
What are the kind of changes you have witnessed in the Indian spa industry during the past five-six years? Indian wellness industry has evolved during the last five-six years. Now there are many wellness retreats opening and offering holistic wellness programs. Now there is a trend of integrated wellness developing in spa and wellness
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destinations where one can have various wellness offerings like Ayurveda, yoga, detox cleansings, diet and exercise together. Moreover, wellness retreats are getting popular and diet and fitness have become integral part of the wellness offerings in the hotels’ and resorts’ spas. In the Indian spa business, there is now lot of emphasis on goal-oriented programs which include Sleep program, rejuvenation programs, therapeutic wellness programs for addressing various problems and for rehabilitation, for alleviating pain and stress relief, etc.
How do you decide on the spa menu? What factors have to be kept in mind to chalk out a decent menu? It all depends upon the spa portfolio and the type of guests a spa will have. If the spa is to be housed in a hotel or a resort, the spa menu of such a spa also depends upon the overall theme of the hotel /resort and its location.
What do you enjoy the most about being a Spa Director? I enjoy the fact that my job gives me
the opportunity to interact with a variety of guests from various backgrounds and helps them make a positive difference with their well-being. I have met with various guests of different age groups and nationality. It is good to interact and help them achieve their wellness goals.
Do you have some customised treatments? We have various customised treatments like Shirodhara, Abhyange, Podickizi. These are very good for pain relief, for addressing distress and to treat psychosomatic problems, chronic pain and aches. Then we have colonic hydrotherapy, which is specially very good for addressing digestive disorders, detox and weight loss. We also have yoga / mediation, which is prescribed for variety of therapeutic reasons, for pain relief, rehabilitation and general relaxation.
Any other point you wish to make? The wellness industry is developing and of late. There has been great consciousness in the world about the wellness and wellbeing.
concurrently held with
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Property
Hotel Business Review
Exuding Art, Facilitating Business By Swarnendu Biswas
S
urya Palace, the renowned thirty-yearold hotel in the culturally rich city of Vadodara, has been rebranded in the recent past (in late June 2017) to Grand Mercure Vadodara Surya Palace. Over the last three decades, Surya Palace did acquire considerable reputation in the hospitality market of Vadodara. The hospitality property’s seemingly bright future is complemented by its rich legacy. “During the last 30 years, Surya Palace has evolved as the most popular hotel of Vadodara. It is a household name in Vadodara, known for various traditional ceremonies which include themed weddings with creative and customised banqueting options. Since its inception, Surya Palace has been catering to various dignitaries visiting the city. The hotel has also served head of states & Prime Ministers of India,” elaborated Piyush Shah, Managing Director, Jindal Hotels Ltd. Jindal Hotels Ltd. is the company which owns the hotel.
Palace. Considering the growth trends that the Gujarat hospitality market is showing, through the rebranding we estimate to see a growth in occupancy and revenue in the property, over the coming years,” observed Shah. “The rebranding of the hotel has given us an opportunity to add the components of Grand Mercure to the existing brand of Surya Palace,” Shah added further. “The rebranding of Surya Palace to Grand Mercure Vadodara Surya Palace highlights AccorHotels’ growing network in the region. It further strengthens our
For Business and Leisure
Rebranding to Grow “With this rebranding, we look forward to combining the local strength of Surya Palace with the global reach of AccorHotels by creating a memorable experience through Grand Mercure Vadodara Surya
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presence in Gujarat. This is the first upscale property under the brand of AccorHotels in the state of Gujarat and west India,” said Jean-Michel Cassé, Chief Operating Officer, India & South Asia, AccorHotels. AccorHotels brings its international brand heritage, large distribution network and the benefits of its global loyalty program to the thirty-year-old hospitality property. There is no denying the fact that the emergence of Grand Mercure Vadodara Surya Palace is expected to strengthen AccorHotels’ presence in Gujarat. Following this rebranding exercise, AccorHotels has already expanded its presence in the state with Mercure Dwarka, which has come up in the historic city of Dwarka.
Jean-Michel Cassé
Strategically located in proximity to Vadodara’s business district and corporate hubs, Grand Mercure Vadodara Surya Palace is the first Grand Mercure hotel in the state of Gujarat. The property is only a five minutes drive from the Railway Station and 10 minutes drive from the city’s airport. The property is also a short drive from some of the city’s entertainment and shopping centres such as Inorbit Mall, Cinepolis, Vadodara Central and others.
Property
What is more, popular tourist attractions of Vadodara like The Maharaja Sayajirao University of Baroda (M.S. University), S aya j i G a rd e n , B a ro d a M u s e u m a n d Laxmi Vilas Palace, Vadodara are all a few minutes drive from the hospitality property, and the UNESCO World Heritage site of Champaner-Pavagadh Archeological Park is a 50 minute drive away from the hotel. Though Grand Mercure Vadodara Surya Palace is primarily a business hotel, but it can be quite an attractive staying option for the leisure tourists too, who are interested to explore the rich culture and history of Vadodara.
Room for Art One of the first impressions that one can have of the hotel is the presence of a number of enchanting art works. “From the impressive sculptures by Nagji Patel in the porch, to the works of Jyoti Bhatt in the restaurant and the mesmerising ceramic works of PR Daroz in the Ballroom, along with display of Padma Vibhushan Prof. K G. Subramanium’s paintings, the hotel presents a wonderful collage of artistic expressions,” affirmed Shah. One can easily say that Grand Mercure Vadodara Surya Palace amply reflects on Vadodara’s rich cultural heritage. The hotel can excite an art connoisseur as well as a common art lover. The elegant property spruced with vibrant artistic expressions, comprises 146 well-appointed guest rooms including five suites, an all-day dining restaurant named Azure, a delicatessen named Vanilla, and a fitness and wellness centre. The property also houses an outdoor swimming pool. The guest rooms of the hotel can be demarcated across five categories. They are Deluxe Room with 1 double bed, Deluxe Room with 2 single beds, Executive Room with 1 king size bed, Premier Suite with Living
Hotel Business Review
Piyush Shah Room, and Presidential Suite with Living Room. Each of the guest rooms features modern design aesthetics, comprehensive in-room amenities and Wi-Fi access. “The guest rooms are deeply influenced by seasons of the year and vibrant Indian festivals, through paintings and a vivacious colour palette,” disclosed Shah. Azure, the multi-cuisine restaurant of the hotel, can give the guests taste of global cuisines along with local delicacies. Guests can choose between buffet and A ‘la Carte dishes from international and Indian cuisines. Located at the lobby level like Azure, Vanilla serves fine bakery and confectionary items paired with gourmet appetisers and an array of refreshing beverages. “Celebrating the tea culture of Gujarat, the tea menu at Vanilla has a wide selection of local and international teas,” informed Jean-Michel Cassé .At Vanilla Cafe, one can also marvel at paintings of artists from the School of Fine Arts in Vadodara. Coffee with art can be stir up stimulating conversations!
For Meetings and More The property is endowed with impressive
infrastructure for business travellers. “Grand Mercure Vadodara Surya Palace has 10 pillar-less meeting rooms, specially designed to accommodate guests in the range of 15 to 1000. Our hotel is an ideal stay option for women, as we offer Solo Woman Traveller Rooms, which provide extra security and added amenities,” asserted Shah. “Grand Mercure Vadodara Surya Palace is home to the city’s largest pillar less space, spanning over 19,000 sq. ft. The hotel has six beautifully appointed event venues of varying sizes and specifications, and each of these venues is fully equipped with the latest amenities and modern infrastructure,” expressed Jean-Michel Cassé. Whether you want to host a business meeting or a wedding banquet in Vadorara, the hotel can be a preferred address. Jean-Michel Cassé went on to give details of all the six meeting venues of the hotel. With a 23 ft. ceiling height & modern AV facilities, Ball Room has capacity to serve up to 1000 guests. It has the largest pillar less hall in the city. “Crystal Room can cater to up to 400 guests and can be divided into three individual rooms with a separate pre-function area. Fifth Avenue comes with a separate pre-function area; this room can cater to up to 150 guests. Syndicate Hall has a separate entrance and can cater to up to 200 guests. Royal Room is ideal for exhibitions, seminars and private gatherings. This hall can host up to 200 guests. Regal Room is for comparatively small and medium size meetings/events. This room can host up to 70 guests,” explained Jean-Michel Cassé. Overall, the stately hospitality property comes across as an amalgamation of business and art hotel. Probably it is the ideal venue for practicing the art of doing business. n
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Operations
Hotel Business Review
The Potent and Intelligent Oven C
ombi-oven can be described as versatile equipment for post-modern day commercial kitchens. While they may have been around for quite a few years but over the years the combi-oven has been continually improved. The combiovens have evolved from manual models to multiple cooking modes – convection, steam and a combination of the two – to multi-programme ovens offering cuttingedge technology. A combi-oven is a multifunctional cooking appliance for the purpose of cooking, steaming, regeneration, grilling, baking or roasting. You can use a combioven for all modes of cooking primarily using dry heat (eg tandoor, grill, roasting); similarly you can use the combi-oven purely as a steamer, and here you can
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use the combination of both dry heat & steam. It is this quality of using dry heat & steam together which makes it the most versatile product in any kitchen since it covers all possible modes of cooking & therefore caters to 90 percent of your cooking requirements in the kitchen with advantages of savings in space, manpower, energy, consistency, and use of raw materials. Combi oven is often referred as the heart of the kitchen because of its awesome versatility. It can replace many traditional equipments for hot food preparation such as stoves, woks, griddles, steamers.
New-Age Models These days, Chefs choosing a combi-oven have a wide choice of models with varying
levels of sophistication. Most manufacturers will offer a range which incorporates both manual and programmable ovens to suit the needs of varied operations; from large scale banqueting using a cook chill system to smaller restaurants which can exploit its multi-functionality. In this regard, Vikram Goel, Managing Director, Rational International India Pvt. Ltd., explained some of the important features of RATIONAL’s combi-ovens. “RATIONAL’s combi ovens have 7 cooking modes — poultry, fish, meat, eggs & side dishes & vegetables, egg dishes/bakery & automatic finishing. Each of these modes further gives the flexibility to customers to use each of these modes for various products & for various styles or modes of cooking. For example, the mode of chicken
Sp a Operations
Vikram Goel does have option to either grill, roast, steam, panfry or even bake it,” said Goel. “RATIONAL SelfCookingCenter® is made with one goal into consideration that is to simplify your work as much as possible. That is why we equipped the new SelfCookingCenter® with four intelligent functions and turned it into an effective kitchen assistant that stands for quality, ease of use and efficiency. Even an unskilled person in the kitchen can easily operate RATIONAL SelfCookingCenter®,” pointed out Goel. “Anything from idli, Chinese steam dumpling, chicken tikka, biryani, rice, lentil, croissant, baguette, steak or plated regeneration for banqueting can be prepared to perfection in a Convotherm combi steamer. And the best fact is that
the results are reproducible, even with large quantities. The advanced closed system, unique to Convotherm, offers many benefits in each one of these processes,” pointed out Arnab Mukherji, Vice President, India & South Asia, Welbilt India, while talking about his company’s combi-oven, Convotherm. “Convotherm provides a unique option of Disappearing Door. This provides unparalleled operator safety and frees the passage in front of the oven for easy movement of food trolley and for the Chef/operator,” he added further. “Our latest combi steaming technology is the FlexiCombi Team. The FlexiCombiTeam is a single appliance equipped with two cooking chambers. So, here the user can work in an extremely flexible way with two cooking modes simultaneously. Bread rolls can bake in the lower cooking chamber and at the same time vegetables can steam in the upper one. The FlexiCombi Team makes this all possible. The versatility of the FlexiCombi Team allows you to prepare, for example, each component of a complete menu in a parallel manner, in just one combi steamer,” expressed Mohua Das, Business Development Manager South Asia, MKN.
Manual and Programmable The decision on whether to go for a programmable or manual combi-oven can also depend on the skills of the user. An experienced Chef may benefit from having a manually operated combi that
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Operations
Hotel Business Review
allows a very hands-on approach, whereas if the user is less skilled then you might want to consider an oven which can be preprogrammed so that it is purely a case of any staff member selecting the necessary programme and pressing the start button. The main benefit of a programmable combi-oven is that a lay person can use it to produce the same cooking results as a trained Chef once it has been programmed. Apparently programmable combi-oven may seem more expensive, but in the long-run it can be beneficial in saving the costs of expensive human resource, which a manual combi-oven will entail. “In terms of feature, in manual version you need to feed in time, temperature & humidity level manually. In an automated version all this is taken care of by the unit automatically through a touch screen panel,” articulated Goel. “Manual versions are generally suitable for Chefs who have certain level of expertise to understand the adjustments that would be required in time & temperature to cook food. It addition it is generally used by customers who want to use the unit only for one single specific cooking mode or requirement. The fully automatic version is more suitable for operation with less skilled people,” elaborated Goel further. “The key benefit of automatic combiovens is its user friendliness & ease of use technology which is like using a smart phone. Here the user can program up to 1200 recipes. The oven has remote controlled functions for appliance, using software & mobile app. We call it Connected Cooking,” disclosed Goel while pointing out, “In addition, the touch screen panel gives clear graphically supported overview of the current cooking chamber climate & thus assists the user in setting up time, temperature, and guides him/her through the cooking processes.” The programmable combi-ovens are suitable for untrained people but at the same time, they can benefit the trained Chefs in providing him/ her with more time for his/her culinary creativity. “Our FlexiCombiClassic is the manual one, which is for experienced Chefs who know how to set temperature and humidity to receive best cooking results. Here Chefs can set each cooking mode according to their requirements with touch and swipe gestures. Our more programmed version is called FlexiCombiMagicPilot. Here the MagicPilot operating concept is
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steamer extremely intuitive. This preference is sometimes based on personal preference of buttons and dials over touch screens as well”.
Gas or Electricity Modes
Arnab Mukherji similar to the latest smartphone or tablet technology. Here the robust control element can be immediately operated intuitively and precisely using simple touch and swipe gestures. In FlexiCombiMagicPilot the automatic operating programme, called autoChef, allows to cook professionally using just a few touches,” averred Mahua while talking about MKN’s manual and programmable combi-ovens. “The MKN FlexiCombi can be operated manually or automatically. The equipment is mainly used for steaming, combi-steaming, convection, perfection, low temperature cooking, and Delta T-cooking,” proffered Mahua. According to Arnab, “It is important to offer both, automated processes, such as our Press&Go feature in the easyTouch, allow any type of operator to cook food in the machine. This allows a chain business to produce consistent cooking results in all outlets or executive chefs to store their carefully selected settings on the machine for the staff to reproduce the set standards. Other customers however prefer manual operation, such as our easyDial, where all functions are clearly displayed on one level, making the operation of the combi
Moreover, combi-oven can operate on gas and as well as electricity modes. Gas units are usually more expensive than electric units and sometimes available only in certain sized models. Generally the smaller combioven units are only available as electric units. If you are using an electric unit be sure to have enough power available as they generally require a fairly substantial load. “The initial buying cost of gas units is higher that electric units, but the running cost of gas combi-oven units in some regions & operations are cheaper than the electric units. The calculation of the running cost is however client specific,” observed Goel. “Convotherm combi steamers can o p e rate b ot h w i t h g as a n d e l e ct r i c, depending on the customers’ needs and the prerequisites for installation found at the location. Convotherm’s ‘Designed around you’ ovens are designed to give optimum performance on both the above utility modes. Hence, we are ensuring that we have the perfect model for every customers’ need. In some areas of the world gas is the cheaper source of power, enabling our customers to save on their operational costs,” explained Mukherji. “With the MKN FlexiCombioven the user can choose whether she/ he wants a gas or an electrical device,” affirmed Mohua. We a re s e e i n g n ew fe at u re s o n combis each year. One of the biggest trends is in programmability. Newer, fully featured combis have touch pad picture programming. This allows you to add pictures of the products you produce to specific programmed buttons on the touch pad screen. A cook only needs to find the picture of what he or she is cooking and the combi will take it from there.
Regeneration Capacity What is more, today’s combi-ovens are endowed with regeneration capability, allowing you to prepare your weekend meals during the latter part of the working week and using the regeneration facility built into the combi-oven programs to reheat these meals. There is no loss of moisture or crispness of the product in this process.
Operations
Hotel Business Review
age technologies that can have a positive environmental influence. “The MKN combi steamer is available with the automatic cleaning system WaveClean. It works incredibly efficiently, hygienically and safely. Even the smallest corners are spotlessly cleaned automatically using only one sealed two-in-one cartridge containing both detergent and rinse agent,” explained Mahua.
“At the MKN FlexiCombi the regeneration function is called perfection and is often used at banqueting facilities. It means that the food and dishes are prepared in advance, than cooled and later preheated (regenerated) exactly to the time when they need to be served,” informed Mahua.
Size According to Requirements Combi-ovens of varying sizes are also there to suit different client requirements. Mahua informed that MKN had an impressive range of models of combi-ovens, ranging from the very small one to the tall ones with 2x20GN. “We have varying sizes of combiovens, which are suitable for 30 meals to 500 meals per day,” noted Goel. How a Chef can identify which model of combi-oven he/she needs is also an important issue. “Number of meals that an establishment is doing per day in its peak meal period is generally a good indicator for the Chef to decide the model & the size of the unit that is needed by the establishment concerned. In addition, factors like what all products & processes are to be used and at what time the Chef intends to use the combi-oven for is also a consideration in choosing the model of combi-oven,” proffered Goel. According to Mahua, the choice of the model “depends on the kind of food they want to prepare and of course on the quantity of meals they prepare every day.”
Green Issues The ideal new-age combi-oven should not only be quick, efficient and intelligent but should have very less environmental impacts and be very easy to maintain. “RATIONAL SelfCookingCenter® also focuses on the environmental factors with its patent feature whitefficiency®. This is our contribution to sustainability, a contribution that begins right from the product development phase. The rewards of whitefficiency® are most visible in your kitchen. With it you save energy, water, time, raw materials and have les waste,” disclosed Goel. “Numerous technical details entail an optimum energy consumption of the MKN FlexiCombiMagicPilot,” said Mahua. “The feature GreenInside provides transparency in the energy and water consumption of FlexiCombi. The user can convince himself of the FlexiCombi’s outstanding consumption figures as they are displayed directly on the touch display following
Efficient Use of Space
Mohua Das each cooking process. With GreenInside, the user knows the energy consumption figures of his combi steamer exactly. This makes full cost accounting possible in order to control economic efficiency,” she added further. “Currently 18 Convotherm 4 combi steamers carry the energy star, and more are to come! This underlines the energy efficiency of our units; our units are good for both the environment and our customers’ energy bills. The Convotherm Combi ovens are manufactured at state-of-the-art factory in Germany,” conveyed Mukherji. “For heavy duty customers that cook a lot of proteins we have introduced the ConvoGrill option for our easyTouch combi steamers in the Convotherm 4 line. It recognises grease going down the drain and activates itself to separate this grease from the waste water. This option offers a relief for drain and sewage systems in kitchens and in some parts of the world the collected grease can even be sold to biomass plants, offering an additional value stream,” Mukherji elaborated further while discussing combi-ovens with new-
From a kitchen layout and space point of view, the really great thing about a combioven is that it essentially puts two pieces of equipment in the space of one. In today’s kitchens with paucity of space, this can free up space for other items or just add some badly needed work space. The space saved can translate into cost savings as well. Because less exhaust hood footage is required there can be significant, ongoing operational energy cost savings. “Since combi-ovens are multi-purpose equipments they can replace a lot of traditional kitchen equipments like steamer, grillerfryer, hotplate, salamander, convection oven, etc., in commercial kitchens. This helps in designing kitchens which are much more efficient, smaller & faster & this in turn helps in huge saving in space, energy, manpower & raw material cost of an establishment,” Goel explained further. And savings in costs can facilitate in increasing in profits. “Based on the feedback received from our various clients in India, we can gauge that especially for bulk cooking/ institutional kitchens, when compared with conventional cooking equipments, Convotherm Combi ovens can save about 25 percent energy cost and about 30 percent cooking labour cost, with proper planning and equipment utilisation,” observed Mukherjee. From the interaction with industry experts we can infer that combi-ovens are not only here to stay in the Indian food services industry, but their influence is expected to grow further in the near future. Perhaps the best thing about the combioven is its wide appeal to just about every segment of the food services industry. It has attracted fans from healthcare dietitians to fine dining and hotel Chefs, with all embracing its precision cooking and speed. This appeal will continue to spur additional features as combis would gain popularity. n
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F&B
Hotel Business Review
Choosing the Right
Tableware
T
ableware comprises the dishes or dishware, which are used for setting table, serving food & beverages and for dining. Its wide ambit includes cutlery, glassware, serving dishes and other useful items. Tableware has utilitarian and as well as cosmetic appeal for the guests. Buying tableware for a foodservice establishment is an important decision, often involving major investment. The right plates and cutlery can facilitate in bringing the right look to the restaurant’s design. On the other hand, clumsily designed tableware or tableware which doesn’t gel with the theme of the restaurant, can attract resentment among the discerning restaurant goers. We can say that procuring the appropriate crockery or cutlery can help in developing the image or branding of the restaurant. Tableware is an important component of the overall look of the dining area of
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the restaurant. The quality of tableware shows upon the efforts taken to leave an impression on guests that dine at the restaurant. Tableware has been playing an important role in dining experience since ages, but in this post-modern age, where presentation of the food in the restaurant business has become almost as crucial as the quality of food itself, the role of tableware has assumed immense significance for the food service business. When selecting your tableware, be sure to take the time to choose the right options that fit in to your restaurant’s concept. It is important that the first impression is a memorable one that leaves customers eager to come back to your outlet again and again. Most of the food service establishments favour white crockery since it is believed that food looks better on these large, plain dishes. Also at the same time against the blank canvas of the plate, the food’s colour
and texture can easily pop up, making it look more appetising. And it is a general belief that if food looks good, it is more likely to taste good too. Though many prefer white plates but they are not exactly unique. It may be the convention across the Indian food services industry, but it is not innovative. If the restaurant has a profusion of matte colours in its decor, then huge white plates would look odd. Play with patterns, colour and shape. Even with white dinnerware, you can experiment by adding colourful accents or shapes to the setting. Think how you can use your eclectic stash of crockery to reflect on your style of food, or on your specific ingredients. The right selection of the plates needs to be according to the dish being served. For example, risotto is apparently best served in a shallow, rimmed dish, so one can eat from the outside in. To ensure that investment on the tableware works in a fruitful way, few
F&B aspects need to be kept in mind.
Budget Most important aspect is to have a specific budget in mind and consider the value of your tableware purchases within that budget. But do not be too stingy on the pricing of tableware. While finalising the budget for tableware always remember that it is better to buy tableware with quality and durability even if they are a little more expensive as this could save you cash in the long-run. Great quality china will not scratch as much when stacked, as the bottom would tend to be smooth and more resistant to markings left behind by flatware. Operators starting a new restaurant, or re-designing an existing one often forget to budget for tableware at the beginning of a project. And when it is time to choose tableware, they often realise they have overspent, and this could result in curtailing of the tableware’s budget. This irresponsible practice must be abhorred by the restaurateurs or would be restaurateurs.
The Stock Another key consideration is to know how much stock you need to keep, based on the number of covers in the restaurant. Mostly 130 percent of the required stock is kept to replenish as and when required. It is also a good idea to have few extra pieces in case of breakage or unexpected guests.
Hotel Business Review
No one wants to invest in a new tableware product line to find out six months later that it has been discontinued. Check that your choice of crockery has good long-term continuity or ask about continuity guarantees from the manufacturer concerned. Before committing to a line, ask about lead times or local stocking dealers for delivery.
In Relation The tableware of the restaurant must relate to the ambience, décor, theme and also to the food of the given restaurant. Mostly Chefs at the restaurant choose the tableware. They should ensure that the tableware matches the ambience, theme, décor, and style and content of their food. Nowadays diners are increasingly looking for an overall experience when they come to the restaurant, which includes how a dish is being presented. Ambience, lighting and décor set the scene before the food arrives, so in order to impress diners, select tableware within this broader context; not just based on how a dish looks with a given tableware. It is a good idea to take dishes out into the restaurant and see how they work from the diners’ perspective.
Durability & Usage Durability of tableware is important for business purpose but one shouldn’t use the same crockery and cutlery for ages, which
Bone China Vs Porcelain China Many people are confused as to the difference between ‘China and ‘porcelain.’ The term ‘China’ comes from its country of origin, and the word porcelain is Latin, meaning seashell. It implies a product which is smooth, white, and lustrous. The production of bone china begins in a similar fashion as porcelain china but includes an extra ingredient named bone ash. This is a white powdery substance and the byproduct of incinerated animal bone. Bone ash gives the body of the plate a unique milky white colour. Bone ash adds translucency to the body of the dinnerware, and makes the dish stronger while making it softer. Succinctly, the bone ash makes the crockery more resilient and less likely to break. Often times, you can place your hand on the back of a plate and hold it up towards a light. If you can see your hand, it is likely to be a bone china! Otherwise, the dinnerware product is most likely to be porcelain. Bone china offers a slightly more elegant appeal than porcelain due to the comparatively lighter weight and body composition. It is typically a bit more expensive than porcelain due to its manufacturing process and overall elegant perception. Porcelain is generally thicker than bone china products. Porcelain is forged at a higher temperature – averaging around 1,455° Celsius / 2,650° Fahrenheit. Both porcelain and bone china are microwave and dishwasher-safe.
can give repetitive or boring look and feel to the dining experience. Nowadays diners may not like to dine in a restaurant where the crockery is older than the Chef of the restaurant and looks so too. To achieve a middle ground, choose a number of core tableware items which are great performers in terms of durability then select some tableware items that add more consumer interest but might not be highly durable. Also choose your tableware while taking into account of your kitchen operations. If your restaurant serves some dishes on hotplates, go for choosing dinnerware that can withstand the high heat, and invest in underliners. Also shop for plates and bowls that are microwavesafe or oven-safe, which will be more durable and long lasting. If your culinary focus is on sizzlers and steaks, don’t forget about Sizzle Platters, which are a great way to serve steaks, sizzlers and other piping hot cuisines. Besides the longevity of the tableware, whether the design of the tableware can be sustained for a long period must be taken into account. The challenge involved in replenishing the tableware stock after breakage is another important factor to be taken into account while purchasing tableware. There are other important factors to be considered while selecting tableware. For example, will the plates be cleaned manually or on dishwasher, the proper storage for the plates to make them last long, do the plates hold heat well so your meals don’t cool down too quickly, are the plates too heavy, too wide, or too awkward to hold comfortably by servers are some of the factors to be taken into consideration while selecting tableware. n
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Housekeeping
Hotel Business Review
Crucial Role of
Toiletries
T
oiletries have a crucial role to play in contributing towards guest satisfaction, though they are often not given their due importance in the Indian hospitality industry. That is the reason why many of the hotels in the country, particularly the huge number of unstarred hotels in the country, do not have adequate toiletries in their guest rooms. If the bathrooms in the guest rooms or the restrooms or the spas of the hospitality properties are not spruced with adequate toiletries, then luxurious carpeting or Wi-Fi facility or flat screen TVs or for that matter great F&B options, and comprehensive wellness and fitness solutions would not be sufficient to garner the desired level of satisfaction among the discerning guests. Therefore housekeepers should always be vigilant about the fact that the guest rooms and rest rooms and spas of the hospitality properties are having adequate toiletries, all the time. Of course, the role of toiletries is not only crucial in the bathrooms of the
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guest rooms and in the rest rooms of the hospitality properties, but also across their spas. Without the right kind of toiletries, a comprehensive list of therapies would not be able to bring the desired level of wellness among the guests. Toiletries are the basic need and they could reflect luxury too. They can range from plain soap cakes for washing hands to shower gel to shaving oil to aroma oil. Like everything else in the hospitality property, the toiletries of the hospitality property should ideally be in accordance with the brand or market positioning of the property. However, basic toiletries are mandatory requirement for all hospitality properties. For example, very exclusive and luxurious toiletries would not be needed in a three-star property like they would be needed in a five-star property, but nevertheless, good quality toiletries would be needed in the former to cater to its own niche segment of discerning guests. Offering good quality branded toiletries at free of cost to the guests will lead to extra cost of maintaining a room in a hospitality property, but this additional cost can be more than offset by the corresponding increase in valuation of the property concerned, provided the toiletries are in sync with the market positioning of the property concerned. Now this enhanced valuation among its guests can be encashed by the given hospitality propety by increasing its room rates, without the risk of losing demand for its rooms in the market.
Similarly, not having toiletries matching the brand positioning of a given hospitality property could lead to lowering of the valuation of the hospitality property concerned among its guests’ perceptions. Es p e c i a l l y fo r s ta r re d h o s p i ta l i ty properties, the toiletries offered should not only match the brand positioning of the hospitality properties concerned, but should offer comprehensive variety. There toiletries should not only be adequate and of good quality, but should also cater to diverse guest utilities. Take for example, the case of a busy executive named A. He is going to checkin at a three-star hotel during his three day business trip to Bengaluru and while packing he did forget his dental kit, which is quite natural. Now if the hotel concerned doesn’t have dental kit in its guestrooms, which our guest A assumes it would have, then in the morning while going for brushing the teeth, A can face considerable irritation. The room service may give him a dental kit say after 15 minutes, but that makes A late for the meeting. This irritation can induce him to consciously not chose the given hotel (say hotel B), on his next visit to Bengaluru. Similarly, providing premium quality shaving gel or bath oil in the bathrooms of guest rooms of a classy hotel can relieve many high-end leisure and business travellers from giving minute focus on their packing. The sense of assurance that they can get after seeing their hotel room’s bathrooms stacked with premium quality toiletries for diverse usage can subconsciously facilitate to induce their repeat visits to the hotel concerned.
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57
P ro d uct Previ ew
Hotel Business Review
Impeccable Locking System
Vista Hospitality Solutions, a division of VHT Hospitality Solutions Pvt. Ltd., is the authorised sales & service partner for Miwa Locks from Japan in India. Vista Hospitality Solutions has recently installed Miwa Mifare RFID electronic lock at Lemon Tree Premier in Patna, Bihar. This state-of-the-art system enables guests as well as hotel staff to enter and exit guestrooms on premises and its operations is developed by Miwa Locking System, Japan. Since 1945, MIWA Lock Company Ltd. has grown to become Japan’s foremost provider of high-performance locks and security systems. Today, its reputation for quality and reliability has made MIWA the choice of leading hotel chains around the world.MIWA sets the global standard for programmable lock technology.
Vista Hospitality Solutions Pvt. Ltd. Info@vistahospitality.co.in
Hospitality Linen
Home Comfort Texo Fab is a leading manufacturer and supplier of bed and bath linen to the hospitality industry of India. The company has made its presence felt in this market with its quality furnishing items. In sequence to constant expanding wings, the company entered into the manufacturing and marketing of quality bed and bath linen under its brand name Home Linen. The company has been catering to the ever-growing demand of the home textiles and bed linen, in the domestic markets (retail
& institutional segments). The skilled and semi-skilled workforce, under the watchful guidance of management with experience of well over 20 years, are constantly working hard to maintain the quality of products to be supplied to their esteemed clients across the country. The company’s range of products includes quilted duvet, pillows, cushions, duvet and pillow covers, mattress protectors to name a few.
Home Comfort Texo Fab sandeep@homelinen.co.in
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SIO 65 is Ideal for Hospitality
SIO 65 series operable partition from SIO Vasundhara International Pvt. Ltd. is made of high quality anodized aluminum frame with composite materials. The panel has a standard thickness of 65 mm and a width of up to 1230 mm.
Its maximum height can reach 4500 mm. Its vertical seal, together with the horizontal top and bottom retractable seals provide excellent acoustic insulation property of maximum STC 45 db in laboratory setting. SIO 65 series’s range of sound insulation co-efficient varies between 32db36db. All aluminum tracks and frames are of clear anodized extruded architectural-grade 6063-T6 alloy. SIO 65 has applications in high-class hotels and restaurants. Its high performance per rupee value makes it ideal for restaurants, offices, schools, hospitals, shopping malls and many other indoor applications.
SIO Vassundhara International Pvt. Ltd. contact@sio.co.in
Steel of Substance
Metinox India was established in the year 2015. The company is one of the principal exporters of kitchen utensils that are designed with precision by the experts. These kitchen utensils
are popular for their attractive look and flawless sheen, which can leave the onlookers impressed at the very first glance. Premium quality stainless steel is used in the manufacturing of these utensils to make them long lasting. Since the kitchen utensils from Metanox India are 100 percent rust-proof, they are hygienic to use. Metinox India sales@metinoxindia.com
Pr odu c t Prev i ew
Hotel Business Review
New Range of Microfibre Mopping Systems
Major industrial cleaning tools supplier Charnock Equipments recently entered into a joint venture with Spain’s leading manufacturer of microfibre mopping systems, Mopatex, to introduce in India a new and exciting range of mopping systems made from a blend of the finest microfibre. The products will be available in different colour codes which would enable them to be used for various applications. To start with, Charnock would be introducing an all-new concept of polishing mops with a dual pattern. This would enable the mop to be used for dry mopping of the floors and the same could also be used for polishing of wooden and hard floors (granite, marble, etc). Charnock would also introduce new Microfibre Kentucky Mops aimed at raising the standards of cleaning by capturing the dirt on the floor instead of displacing it from one point to another like in conventional mopping. In addition to the above, Charnock would be also be introducing a new range of flat mops. These would include the conventional collapsible micro fibre mop which would be compatible to be used with all mop press wringers of mop wringer trolleys. The second option would be that of a butterfly mop. A butterfly mop essentially is a flat mop with slip-on insert. Lastly, there would be microfibre flat mops with velcro for easy attachment and removal of mop inserts. All of the above mops would come with universal mop handles. These handles would be telescopic in nature and would be made of fibre glass thus making them unbreakable. Charnock would also be launching different grades of micro fibre cloths and rolls, bar mats and chamois cloths, which would be available in different colour options.
Luxurious Bed & Bath Linen
Quality and sophistication are the hallmarks of Home Zone’s bed & bath linen range, which is used in the star category hotels in India. The company makes exquisite bed linen for hotel rooms with different infill materials like down & feather, soft microfibre & hollow fibre. The company provides a comprehensive range of pillows, cushions, duvets, comforters, mattress toppers and mattress protectors. In the bath linen category, the company provides an awesome range of towels & robes. Succinctly, Home Zone’s superb quality linen can enhance the guests’ comfort while adding a fashionable touch to the hotel’s bedroom too. Home Zone India, based in Panipat, Haryana, has marketing offices in New Delhi (Central Office), Punjab, Srinagar, Hyderabad, Kathmandu & Kolkata.
Home Zone India
Charnock Equipments Pvt. Ltd. sales@charnock.biz
info@homezoneindia.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.
Advertiser’s Inde x Company
Page No.
Company
Page No.
akasa international
08
navin polycon
21
Anuga 2017
43
pee aar industries
16
chair craft india pvt. ltd.
09
pushkal textiles
14
charnock equipments pvt. ltd.
01
cnr ambalaj istanbul 2017
41
quartz homecare (I) pvt. ltd.
07
combii organochem pvt. ltd.
fic
edt expo 2017 & food istanbul 2017
47
fha 2018
39
home comfort texo fab
10
home zone india
33
hotremai 35
RANS TECHNOCRATS (iNDIA) PVT. LTD. bc remington steel arts
59
SIO VASSUNDHARA INTERNATIONAL PVT. LTD.
13
sony india pvt. ltd. gf STACKWELL 27 Supershine Laundry Systems Pvt. Ltd. bic
infinity hygiene care
12
trend N Design
29
interclean solutions pvt. ltd.
45
Venus Industries
05
mehta furnishers
15
vISTA Hospitality Solutions
51
Metinox india
11
winterhalter india pvt. ltd.
19
July-Aug ’17
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Intervi ew
Hotel Business Review
A Passionate Hotelier By Sharmila Chand
A passionate hotelier, Ashwani Nayar, the Multi Property General Manager of The Westin Gurgaon, New Delhi, and The Westin Sohna Resort & Spa, has completed more than a decade long stint with Marriott International (earlier Starwood Hotels and Resorts Worldwide). He joined this global hospitality chain in 2005 as the Area Director North — India and Nepal with the global sales office based in New Delhi. His first experience of managing hotel operations began in 2006 as the Executive Assistant Manager of Le Meridien Kochi where he served for two years, before moving on as the General Manager of Le Meridien Jaipur. In June 2013, he joined Le Meridien Dhaka as a pre-opening General Manager. The hotel in a short time emerged as the market leader and also earned the unique honour of achieving six significant global hospitality awards within just over one year of opening. In his present tenure, Nayar is responsible for the overall operations of the two hotels, which include driving profitability, facilitating desired revenues, guest satisfaction, enhancing the strong brand positioning of the two hotels and creating a positive environment for the workforce. The excerpts of the interview follow:
What are you excited about joining Westin’s prime properties at Gurgaon and Sohna? I am honoured to be given the opportunity to join The Westin Gurgaon, New Delhi and The Westin Sohna Resort & Spa. I am excited to take on new challenges and adapt to the changing market scenario and will drive these hotels’ growth to attain a higher professional milestone. I will be focusing on further consolidating the strong presence for both the hotels in the market, and on driving relevant business and strategic alliances while strengthening the organisational capabilities within.
Could you reflect on the future plans and new initiatives you wish to undertake in the two properties?
more importantly, we would need to develop sustainable solutions for the future. We a l s o n e e d g e n d e r b a l a n c e d o rg a n i s a t i o n s , s m a r t t ra i n i n g a n d development road maps; recreating the ethos of organisational loyalties and encouraging retention.
What do you enjoy the most about being at the helm of affairs at the hotel? I look forward to new challenges and new learning that this job entails. I strive to motivate and drive my team to achieve results by maintaining a positive and healthy environment within the organisation.
What do you think makes a good GM?
With the global hospitality merger of Starwood Hotels and Marriott International there will be effective integration of new standards and policies, which will further reinforce the positioning of our hotels. I will be focusing on driving business operations based upon future operating environment, and economic and market condition, on consumer travel trends as well as based on ever evolving competitive landscape.
A good GM should inspire, engage, challenge and develop her/his associates; providing them freedom to work and grow with necessary resources, that would enable them to attain their professional and personal goals. I strongly believe that the General Manager’s role in the hotel is to create an ‘aspirational business’ that every stakeholder would enjoy being a part of.
What is the most crucial issue to tackle in the Indian hospitality industry these days?
What is your strength/s, professionally?
In my opinion, the future war amongst competitors in the Indian hospitality industry will be fought primarily over ‘talent.’ In order to remain in market leading positions we would require to develop strong bench strength, talent pipelines, and
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My professional strength lies in the field of sales and marketing. Both are different from each other and require different set of skills and knowledge, yet they go hand in hand to establish the brand and a strong market share that in turn drives brand value, positioning and revenue for
the organisation. Providing a value proposition to drive business with concerned stakeholders is my core strength that enables me to create a win-win situation for both parties.
What are the essential attributes for a successful career in the hospitality industry? The right attitude surpasses everything! One should put her/his 100 percent effort, be focused and success will follow. A positive approach towards work increases the productivity level, which facilitates a positive growth of the organisation and this only further motivates the team. A l t h o u g h p rofe s s i o n a l s k i l l s a re significant, it is important to imbibe soft skills in hospitality business, such as team work, integrity, care for each other, mutual respect, and most importantly, recognition and appreciation.
What is your working mantra, your guiding philosophy at work? The guiding philosophy at work that I follow is to understand the needs and requirements of our guests and ensure that we create personalised and memorable experiences for the guests at every touch point. For achieving and retaining guest loyalty, it is important to provide quality and consistency in our services. Similarly, the same work philosophy applies for our employees also. As John Willard Marriott rightly said, “Take care of your people and they will take care of your customers.”
Mar-Apr ’15
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Hammer Food & Beverage Business Review
Oct-Nov ’15