Registered with Registrar of Newspapers under RNI No. MAHENG/2009/34648, Postal Registration No. MH/MR/N/98/MBI/12-14 Published on 7th of every month., Posted at Patrika Channel Sorting Office, Mumbai-400001, Posting date: 8th & 9th of every month Total number of pages 88 Volume 5|Issue 3|March 2013|`50
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SPOTLIGHT
ROUND-UP OF THE LATEST IN KITCHEN EQUIPMENT
DESIGN
LOAD-REDUCING INNOVATIONS IN HVAC
PEOPLE
MANVENDRA SINGH OF SURYAGARH HOTEL
TECH CZAR
PHILIPPE CHARRAUDEAU OF ITC GRAND CHOLA ON WHAT IT TAKES TO RUN INDIA’S MOST HIGH-TECH PROPERTY
FOCUS ON TECHNOLOGY & INNOVATIONS An ITP Publishing India Publication
MARKET DATA GURGAON VERSUS NOIDA | RESEARCH FHRAI HOTEL SURVEY | GM’S DIARY TAMIR KOBRIN 1_HI_Mar13_Cover.indd 1
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CONTENTS
6
16
38
68
26 COVER STORY
Round-up of new technologies that could make operations smoother and more profitable, coupled with a case study of installations at the ITC Grand Chola. 16 MARKET DATA
54 DESIGN
As satellite cities that comprise the NCR, Gurgaon and Noida present obvious potential but what are the implications of their infrastructure, tourist attractions and present supply pipeline?
Our HVAC feature puts the spotlight on loadreducing appliances and case studies that depict how some hotels ace energy efficient cooling.
20 PEOPLE
Suppliers and manufacturers of bakery, bar and kitchen equipment are striving to help chefs beat resource and cost-related woes.
Manvendra Singh Shekhawat recounts the journey that was the making of Suryagarh Jaisalmer and shares details of the group’s future plans.
38 FEATURE From the exotic to the regular, health benefits and accompaniments we get experts to tell us what is brewing on the tea landscape. Also, up close and personal with Stephen Twinings.
48 RESEARCH HVS rounds up FHRAI’s members to identify countrywide trends, big city-specific dynamics and new locations that display opportunity.
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68 FOOD
86
76 ROUNDTABLE Housekeeping heads share tips on best practices, streamlined operations and new tools.
80 PICKS OF THE MONTH Hotelier India’s round-up of the latest arrivals in the market and of the must-have products for your hotel.
86 10 THINGS YOU DIDN’T KNOW About Taj Falaknuma Palace.
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8
In a tech-savvy world!
WILL BEING TECHSAVVY CLASH WITH THE VERY ESSENCE OF HOSPITALITY — THE HUMAN TOUCH?
I am a self-confessed techno idiot — blissfully content in my world of words, paper, pen and all things inconvenient. But then you check me into a hotel and there is a transformation — one who needs everything at the press of a button…at my service! But hospitality industry is not just about that; it is also about what makes this service possible! This is where technology steps in to up the standard of all that can be offered to enhance the guest experience. Technology is evolving at an unbelievable pace and one is faced with the question of how to incorporate it into every aspect of the hotel. Won’t it clash with the very essence of hospitality — the human touch? Apparently not, say the experts and we decided to explore this through our Technology Special. While trying to wade through the miasma of apps, information, inputs, I heard the news of a change at The Leela — Capt Nair stepping down at the young age of 92, and passing the baton to his sons! But something tells me that he will continue to be involved as the chairman emeritus as he was earlier. Talking about involvement brings to mind another interesting meeting I had recently — incidentally, it was over tea and about tea. Stefan Twining (of the famous brand) was visiting and we discussed all things ‘tea’. He made brewing tea seem almost like an art and we have tried to draw some of it out on our pages. It is technique and not technology at play here. While we have tried to understand the various technology-driven aspects of the industry in this special issue, one thing that remains unchanged is the people who give flavour to this business.
March 2013 | Volume 5 | Issue 3 ITP PUBLISHING INDIA PVT LTD 898 Turner Road, Notan Plaza, 3rd floor, Bandra (West), Mumbai - 400050 T +91 22 6154 6000 Deputy managing director S Saikumar Publishing director Bibhor Srivastava Group editor Shafquat Ali EDITORIAL Editor Babita Krishnan T +91 22 6154 6042 babita.krishnan@itp.com Managing editor Raynah Coutinho T +91 22 6154 6043 raynah.coutinho@itp.com ADVERTISING INDIA Business head Gurmeet Sachdev T +91 9987 208866 gurmeet.sachdev@itp.com Regional manager - South Sanjay Bhan T +91 9845 722377 sanjay.bhan@itp.com MIDDLE EAST Publishing director Diarmuid O’Malley T +971 4 444 3000 dom@itp.com Commercial director Sarah Worth T +971 4 444 3000 sarah.worth@itp.com STUDIO Head of design Milind Patil Designer Reshma Jhunjhunwala PRODUCTION Deputy production manager Ramesh Kumar ramesh.kumar@itp.com CIRCULATION Distribution manager James D’Souza T +91 22 6154 6032 james.dsouza@itp.com Cover Image Abner Francis
Babita Krishnan Editor WRITE TO THE EDITOR Please address your letters to: The Editor, Hotelier India, 898 Notan Plaza, 3rd floor, Turner Road Bandra (West), Mumbai - 400050 or email babita.krishnan@itp.com. Please provide your full name and address, stating clearly if you do not wish us to print them. Alternatively, log on to www.hotelierindia.com and air your views. The opinions expressed in this section are of particular individuals and are in no way a reflection of the publisher’s views.
FORM IV (Statement about ownership and other particulars about the newspaper/magazine Hotelier India to be published in the first issue every year after the last day of February) Name of the Publication: HOTELIER INDIA Periodicity of the publication/ Language: Monthly/English Printer’s Name: Saikumar Shanmugam Nationality: Indian (i) Whether Citizen of India: Yes (ii) If a foreigner, country of origin Not applicable Address: Notan Plaza, 3rd Floor, 898, Turner Road, Bandra (w), Mumbai- 400 050, Maharashtra Publisher’s Name: Saikumar Shanmugam Nationality: Indian (i) Whether Citizen of India: Yes (ii) If a foreigner, country of origin: Not applicable
Address: Notan Plaza, 3rd Floor, 898, Turner Road, Bandra (w), Mumbai400 050, Maharashtra. Editor’s Name: Babita Krishnan Nationality: Indian (i) Whether Citizen of India: Yes (ii) If a foreigner, country of origin: Not applicable Address : Notan Plaza, 3rd Floor, 898, Turner Road, Bandra (W), Mumbai- 400 050, Maharashtra. Name and address of the individuals who own the newspaper/magazine and partners or shareholders holding more than one percent of the total capital. ITP Publishing India Pvt.Ltd. ITP Holdings Inc, PO Box 500024, Dubai, U.A.E. I, Saikumar Shanmugam, hereby declare that the particulars given above are true to the best of my knowledge and belief.
Date: February 28, 2013 Saikumar Shanmugam Signature of the publisher
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Disclaimer The publishers regret that they cannot accept liability for error or omissions contained in this publication, however caused. The opinions and views contained in this publication are not necessarily those of the publishers. Readers are advised to seek specialist advice before acting on information contained in this publication, which is provided for general use and may not be appropriate for the readers’ particular circumstances. The ownership of trademarks is acknowledged. No part of this publication or any part of the contents thereof may be reproduced, stored in a retrieval system or transmitted in any form without the permission of the publishers in writing. An exemption is hereby granted for extracts used for the purpose of fair review. Printed and Published by Sai Kumar Shanmugam, Flat no. 903, Building 47, NRI Colony, Phase – 2, Part -1, Sector 54, 56, 58, Nerul, Navi Mumbai 400706, on behalf of ITP Publishing India Private Limited, printed at Repro India Limited, Marathe Udyog Bhavan, 2nd Floor, Appasaheb Marathe Marg, Prabhadevi, Mumbai 400 025, India and published at ITP Publishing India, Notan Plaza, 3rd floor, 898,Turner Road, Bandra (West), Mumbai - 400050 Editor: Babita Krishnan
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Published by and © 2013 ITP Publishing India Pvt Ltd RNI no.MAHENG/2009/34648 MIB no. 10/47/2008
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ADVISORY BOARD Our distinguished advisory board has been assembled to help guide Hotelier India to become even more representative of its community. Members have been invited from the highest levels of the industry to ensure that the magazine continues on its path of success.
Homi Aibara Partner, Mahajan and Aibara Management Consultancy Division
Kamlesh Barot Ex-President, FHRAI
Uttam Davé President and CEO, Interglobe Hotels
Naveen Jain President Duet India Hotels
KB Kachru Executive vice-president – South Asia, Carlson Rezidor Hotel Group
Rajiv Kaul President, The Leela Palaces, Hotels and Resorts
Akshay Kulkarni Regional director – Hospitality, South & Southeast Asia, Cushman & Wakefield
Anil Madhok Managing director, Sarovar Hotels and Resorts
Rajeev Menon Area vice-president India, Malaysia, Maldives and Australia, Marriott International
Dilip Puri MD, India and regional VP, South Asia, Starwood Asia Pacific Hotels and Resorts
Sanjay Puri Principal architect, Sanjay Puri Associates
Sanjay Sethi Managing director and CEO, Berggruen Hotels
Vijay Thacker Director, Horwath India
Manav Thadani Chairman HVS South Asia
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10
Gurgaon vs Noida...p16
News&people • Reports • Appointments • Analysis • Profiles • Openings
Manvendra Singh... p20
DIAL security concerns too little too late: FHRAI Hospitality association requests aviation minister to step in and put an end to delays in granting of permissions FHRAI president Vivek Nair in a meeting with the Union Minister for Civil Aviation, Ajit Singh, sought his urgent intervention in the matter of an undue delay in issue of completion certificates and other clearances to hotels in the upcoming hospitality district of Delhi’s Indira Gandhi International Airport. The combined project cost for the 13 hotels being built in the Aerocity amounts to about Rs10,000 crore. The FHRAI’s side of the argument is: The hotels will, together, contribute to the much-needed 5,500 additional keys that are required to buffer to the capital city’s limited inventory of 11,000 rooms in the branded segment. The construction of some of these hotels is either already complete or in advanced stages. An inordinate delay in their commissioning would not only cause colossal financial losses to the individual developers but also put in peril, the vision of establishing a vibrant
What They Said. Hoteliers are passionate about the industry in which they work. Every month, Hotelier India presents the sound bites that could spark discussion among experts.
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Photographs: Courtesy Bauer Latoza Studio.
INTERVENTION
Hyatt’s first Andaz property, marking the brand’s debut in India, is expected to open at the Aerocity.
world-class hospitality hub, which was conceived as an integral component of the ambitious modernisation programme of the Delhi International Airport. All these hotels are being developed in accordance with the duly approved master-plan and requisite statutory clearances had
“Hyatt ‘s track record over the years is of taking young people and developing them into hoteliers of the future; we will continue to develop those resources in India.” Kapil Aggarwal, vice-president hotel sales and marketing, Hyatt Hotels & Resorts, Southwest Asia
been obtained, including NOC on height clearance from the Airports Authority of India, prior to
commencement of construction four years ago. To impose structural modifications or alteration of building plans at this near-final stage, ostensibly to allay perceived security concerns, would be impractical. Moreover, it has already been agreed that all buildings in the area will incorporate state-of-the-art security and surveillance infrastructure. Delays could also affect the hospitality sector’s ability to attract domestic and foreign investment (FDI) that is imperative to fuel its envisioned growth and expansion. The other side of the argument is that the hotels coming up in the Aerocity are barely 200m away from the main runway and should first be cleared by for security, a process that has reportedly not been followed by DIAL.
Quick facts
: Starwood opened 71 new hotels and also expects to have signed in excess of 125 new hotel management and franchise agreements by year-end, surpassing last year’s deal signings by approximately 13 per cent.
“Surveys are important. With the F1 track opening last year we realised that there is potential for motor sports that never existed in the area. We constantly bring in intelligence and reports for similar updates.” Mandeep Surie, director sales and marketing, Raddison Blu,Greater Noida
CORRIGENDUM The photo credit in Hotelier India’s February issue Technology section on page 70 was mistakenly printed as arman International. It is however credited to Harman International. The error is regretted.
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NEWS & PEOPLE
12
MOVERS & SHAKERS ANIMESH BARAT Director of F&B Barat has been appointed at the soon-to-open Westin Chennai Velachery Hotel. He has about 13 years of experience in hospitality. Barat started his career as a management trainee in 1999 with Marriott Hotels & Resorts in Goa. His last assignment was as a director of F&B at the Jaipur Marriott.
ANOOP MULLATH Finance Manager Mullath joins The Westin Chennai, Velachery with 10 years of experience in hotel finance. His métier with hotels began in 2002 at Le Meridien, Cochin; he was instrumental in pre-opening of The Westin Sohna Resort & Spa in 2006. In 2008, Anoop joined Emirates and returned to Starwood in 2010 as assistant financial controller on the pre-opening team of The Westin Gurgaon.
RAJEEV BABBAR Vice-President, Finance & Planning Babbar joins Premier Inn as vice-president – finance and planning, South Asia (India, Sri Lanka and Maldives). Prior to joining Premier Inn, he was responsible for business development, acquisitions, management tie-ups, financial reporting and budgeting as assistant vice-president finance – hospitality and treasury at Emaar MGF Land. Babbar is a Chartered Accountant from The Institute of Chartered Accountants of India. His career spans DLF, Emaar,Marriott and Oberoi.
Leela chef to tailor Lufthansa menus Airline’s Star Chef programme ropes in Kunal Kapoor TIE-UP First and Business class passengers on Lufthansa flights to and from India will now enjoy a new selection of Indian culinary delights created by celebrity chef Kunal Kapur. The Gourmet Guru and Masterchef India judge works as executive sous chef at The Leela Kempinski, Gurgaon. Kunal Kapur will indulge Lufthansa passengers with delicacies in line with The Leela’s philosophy of making the ‘essence of India’ tangible to guests. He joins his colleague Surender Mohan, corporate sous chef of the group at The Leela Mumbai, and a Lufthansa Star Chef since 2009. Kunal Kapur describes himself as a fan of classic cuisine with a contemporary edge. “Lufthansa’s Star Chef Programme is a great opportunity to innovate, since designing airline cuisine demands very special skills,” he explains. The chef won accolades for managing restaurants
Chef Kunal Kapur.
like Made in India at Radisson in Noida, Dhaba at The Claridges in Delhi and Twice at Diya at The Leela Kempinski, Gurgaon. Rajiv Kaul, president, The Leela Palaces, Hotels and Resorts says, “The chefs at our luxury hotels around the country are known for
culinary excellence and innovation, and we are delighted to extend the signature Leela dining experience to Lufthansa travellers.” Lufthansa began its Star Chef programme a decade ago with top international chefs designing Business and First Class in-flight menus. Over 60 celebrity chefs have so far pampered passengers. Chefs are appointed to different routes and for varying periods to ensure that frequent flyers are constantly offered exciting new dishes. Since 2005, celebrity chefs with a specific connection to a flight destination have been creating localised menus on long-haul routes like those to and from India. This demonstrates Lufthansa’s focus on customised in-flight service. In combination with selecting the menu — which can take six to eight months before being finalised — appointments to the Star Chef programme can require over one year of careful planning and preparation.
India ripe for NRI investments from the USA Potential for budget hotels EXPANSION At an event held here recently, Alkesh Patel, chairman, Asian American Hotel Owners Association (AAHOA) of America, told newsmen: “India has a huge requirement for rooms in the budget segment, particularly in tier-II and tier-III cities.” Isn’t he worried that he’ll be competing with old hands in the owner’s community here in India, as well as the big boys of brand-driven global hospitality? “The model that we have in mind is different from what exists in India. We will open quality hotels which are safe, secure and clean,” Patel added. Several of the association’s members have set the ball rolling — a large chunk of them hail from Gujarat and have already signed deals there. However, they are keen to spread their wings countrywide. NRI hoteliers in the USA are estimated to independently own over 8,000 properties in America valued at around US$54 billion.
RECOGNITION
Novotel Hyderabad Convention Centre (NHCC) has won the Best Garden Maintained (by private companies) award for the fourth year in a row. The award was conferred by Dr. Jegan Mohan IAS, Commission of Horticulture at a ceremony held at Peoples Plaza Necklace road in Hyderabad. The award was received by Jai Prakash, executive housekeeper, NHCC along with the hotel’s gardening staff.
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NEWS & PEOPLE
14
MOVERS & SHAKERS Sidharth Bhardwaj Sous Chef Bhardwaj joins the Courtyard by Marriott, Chennai with seven years of experience. His educational qualifications include a Bachelor’s degree in Hotel and Tourism Management from VIHTM, Gujarat University and an Advanced Diploma in Commercial Cookery from the Holmes Glen of TAFE in Melbourne.
Chef Tan Aik Lang Chinese Specialty Chef Lang joins the Emperor’s Court restaurant at the Renaissance Mumbai Convention Centre Hotel and Lakeside Chalet Marriott Executive Apartments with 21 years of experience in hospitality, having started his career as a 16 year old. Prior to this current assignment, he was with the Leela Kempinski Hotel, Gurgaon. Lang has travelled the world and worked at multiple five star restaurants in Singapore, Malaysia and New Zealand.
Deepak Dodani, Director Of Sales & Marketing Dodani joins the The Westin Chennai Velachery with a vast experience of 11 years in hospitality. His association with Starwood Hotel & Resorts started in June 2009 as the director of sales for the Westin Mumbai Garden City. Hotel Management post-graduate, Dodani started his hospitality career in 2001 as a sales executive with The Grand, New Delhi. His experience covers IHG, Hyatt and Leela besides a strong, four-years-long association with the Starwood Hotels & Resorts.
Conclave hosted in major cine cities To generate visibility for Indian destinations INITIATIVE The Film Federation of India (FFI), the apex trade body of Indian film industry, hosted the first edition of India International Film Tourism Conclave (IIFTC 2013) in Mumbai. The event was organised in Chennai and Hyderabad earlier. IIFTC 2013 saw participation from Oman, Cyprus, Fiji, Korea and Indian states such as Maharashtra, Gujarat and New Delhi, besides line producers and entities related to film tourism. Commenting on the conclave, Bijay Khemka, president, FFI, said, “The silver screen is recognised as the best medium to promote destinations by more and more tourism boards. Through IIFTC, we attempt to address the need for a neutral and credible forum that facilitates interaction and encourages development of film tourism.”
LAUNCH
Unveiling of the Book Tourism in India – An Economic Activity. From left to right: Narendra Kumar, chairman, Har-Anand Publications; Parvez Dewan, secretary tourism, Ministry of Tourism; SK Misra, chief guest; Anil K Bhandari, author of the book and chairman, AB Smart Concept; Dr. Lalit K Panwar, vice-chairman and MD, ITDC.
NEWS IN BRIEF Lavasa Corporation has signed an agreement with IHG to open Holiday Inn at Mugaon, the second town under development at Lavasa. Holiday Inn Lavasa, Mugaon will have 200 rooms and is expected to open by 2015. Marriott has entered the Bengaluru market with the launch of its signature Marriott Hotels & Resorts brand. The Bengaluru Marriott Hotel Whitefield has 324 guestrooms, which include 16 junior suites and one presidential suite. USPs include a ballroom with a ceiling height of 7.8 metres and a jogging track. The property offers four F&B options.
Rajeev Menon, area VP, Indian Subcontinent, Maldives & Australia nd Matthew Cooper, GM, Bengaluru Marriott Whitefield
Guestroom at the Hilton Garden Inn Gurgaon Baani Square.
Hilton Worldwide has announced the opening of its seventh hotel in Delhi-NCR, the 201-keys Hilton Garden Inn Gurgaon Baani Square. The hotel offers 18,000 sq. ft. of banqueting space (including outdoor areas) and four wine and dine options. The Fairmont Raffles Hotels International Group has presented its three distinct luxury hotels in Makkah namely: Makkah Clock Royal Tower, Fairmont Hotel, Raffles Makkah Palace and Swissôtel Makkah at a forum for “Haj” and “Umrah” travellers from India for the first time in a road show at The Leela Mumbai. Daiwik Hotels will open Daiwik Hotels Dwarka in Gujarat by 2015. This will be Daiwik’s third property after Rameshwaram and Tirupati. The property will be a greenfield investment of Rs45 crore and will have 120-140 rooms. The company also has plans to extend the brand to destinations like Somnath and Ambaji.
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MARKET DATA
16
Carlson has a Radisson Blu Hotel in Noida.
Satellite study Gurgaon and Noida have become the stomping ground for hospitality investors due to the cities’ tremendous all-round development CUSHMAN & WAKEFIELD Since 1951, the population in the NCR of Delhi has been growing exponentially. One of the major reasons for this growth in population has been the migration from nearby states, which lead to overcrowding and a shortage of civic amenities. Hence, in 1985 NCR Planning Board was formed with consensus of neighbouring participant states. In 2001 the Regional Plan 2001: National Capital Region was released, showcasing a planned and methodological approach towards regional planning. With the formation of NCR, Gurgaon and Noida emerged as the primary satellite cities. Noida was initially created as an alternate industrial district to the existing Okhla Industrial Area in Delhi, and Gurgaon was originally a small town in Haryana sharing the
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border with Delhi. Today the two satellite cities have evolved substantially with an immense amount of commercial development, resulting in significant demand for rooms.
INVENTORY Gurgaon has an organised inventory of approximately 4,196 keys. From 2009 to 2012, the inventory in Gurgaon has grown 72 per cent; with the maximum growth of this inventory being in 2009, with hotels such as Leela Kempenski, Optus Sarovar Premiere and Radisson commencing operations during that year. Gurgaon currently expects a supply of 3,335 keys over the next five years, with brands such as Holiday Inn Express and Four Points marking their presence in the market. Noida has had a small base to grow from as well; however, the city has seen little or no major change
recently — only an addition of 24 keys in 2012. From 2009 to 2012, the growth inventory has only been six per cent with the majority inventory growth being during 2009, with Fortune Inn Grazia entering the market. Development of hotels has been slow in the past as a number of developers have pulled out of their proposed hotel projects due to political impediments. However, the upcoming supply in Noida constitutes to about 3,350 keys over the next five years, with a major concentration along the Noida-Greater Noida Expressway and is likely to feature some major luxury brands such as St. Regis and Starwood’s W. Gurgaon has a larger inventory, and in the next five years, is slated to have a total estimated number of keys over 7,000, where Noida is to have over 3,500 keys. With respect to the total inventory in NCR, Gurgaon accounts for 23 per
cent of NCR inventory while Noida accounts for 11 per cent. Currently, within Gurgaon, 33 per cent of the inventory is midscale, which is dominant, followed by 20 per cent in the upscale segment and 17 per cent in luxury; a minor contribution is seen from the upper-midscale segment. Likewise, within Noida, majority of the inventory is dominated by the midscale, which comprises almost 31 per cent. This is followed by 30 per cent from upper-upscale segment. Minority contribution is from the budget segment, with 18 per cent. Noida still has a very minimal organised inventory size in comparison to Gurgaon and is yet to establish brand classifications across all segments ranging from luxury to budget. With respect to brand classification, Gurgaon is a far more diverse market.
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MARKET DATA
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A Comparative Study
MARKET PERFORMANCE Gurgaon
Noida
State
Haryana
Uttar Pradesh
Location
South-West of NCT Delhi
East of NCT Delhi
District Population
1,514,085
1,674,714
Existing Hotel Supply
4,196 Keys
424 Keys
Upcoming Hotel Supply
3,335 Keys
3,350 Keys
Existing Office Space Supply
36,198,835 Sq. Ft
18,631,070 Sq. Ft
Under Construction Office Space
3,295,261 Sq. Ft
1,439,495 Sq. Ft
Hospitality Inventory 4,500 4,000 3,500 3,000 2,500 2,000 1,500 1,000 500 -
Gurga on inventory Overview
2009
2010
2011
800 700 600 500 400 300 200 100 0
2012
430 425 420 415 410 405 400 395 390 385
Nodia Inventory Overview
2009
2010
2011
14% 12% 10%
2012
8% 6% 4% 2% 0%
Source: Cushman & Wakefield Hospitality
Gurgaon Inventory Break Up
Noida Inventory Break Up
10%
17%
18%
30%
14%
33% 20%
6%
Budget Midscale Upper Midscale
31% 21%
Upscale Upper Upscale Luxury
Budget
Midscale
Upper Midscale
Upper Upscale
Source: Cushman & Wakefield Hospitality
Market Performance Gurgaon Hotel Performance Indices 7,000 6,000 5,000 4,000 3,000 2,000 1,000 -
2010 ARR (in INR)
2011 RevPar (in INR)
Nodia Hotel Performance Indices 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0%
2012
Occupancy %
6,000 5,000 4,000 3,000 2,000 1,000 -
2010
2011
ARR (in INR)
RevPar (in INR)
Source: Cushman & Wakefield Hospitality
Hotel Development Location
Gurgaon
Noida
Land Use Type
Hotel
Hotel
Max. Ground Coverage
25%
30%
Max F.A.R
1.75
3
Max Height in Mtrs.
30
No Limit
Source: Respective State and City Development Regulations
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2012
90% 80% 70% 60% 50% 40% 30% 20% 10%
Occupancy %
With respect to occupancy rates in Gurgaon, hotels were seen to achieve an occupancy rate of 58 per cent, having seen a decline by four per cent from 2011. This decline in occupancy can be attributed to the increase of inventory, by almost 938 keys in the recent year and slow growth in the overall economy. In terms of ARR, Gurgaon achieved Rs6,425 in 2012 — a decline by three per cent over the previous year. During 2012, Noida recorded occupancy of 65 per cent, registering a year on year growth of two per cent. This can be attributed to the fact that Noida has seen little or no competitive increase in inventory but the demand in this micro market has been consistently growing. Noida has recorded a market wide ARR of Rs5,341 and a significant increase of five per cent, over the previous year. Gurgaon seemingly has a supply-demand mismatch, with the new inventory being added to the market constantly and the demand segment recovering slowly. Noida, has not experienced any significant addition to the inventory over the years but boasts of a strong pipeline of hotel development. Noida offers greater ground coverage and a higher FAR as compared to Gurgaon. This showcases that Noida hotel developments would potentially gain an edge over Gurgaon hotels as they would be allowed for greater inventory and greater use of their land area and the no limit on building height.
TOURISM DEVELOPMENT In terms of policy-making, the state government of Haryana proposes Gurgaon to be developed as a convention and exhibition hub and has proposed development of a convention centre through the PPP model. Furthermore, the government has proposed to set up adventure sites under the PPP model in nearby areas of Sohna and Damdama. Although Noida itself has not witnessed any major development for tourism, its neighbouring extension Greater Noida, has seen some major developments in terms of world-class facilities such as the
proposed Night Safari, a sports city which features currently a Formula1 race track, a world-class golf course, and is to feature a cricket stadium, a hockey arena and more.
CONNECTIVITY Gurgaon, today, is a preferred choice for most companies even with rental rates for commercial space being higher than space available in Noida, this is due to the proximity to the international airport and better connectivity via the Delhi metro. Noida, on the other hand, lies at a distance of almost 40 kilometers from the airport. The city however is connected to NCR via the Delhi Metro and easy access by road from the NCT of Delhi via DND Flyway.
CONCLUSION Considering the general sentiment of the developers in the market, Gurgaon has been perceived as a safer bet due to the immense amount of commercial space forecasted which is likely to lead to an increase in demand for room nights in the future. Taking into account the commercial demand alone, it can be seen that currently Gurgaon will witness an increase of 3.2million sq ft, in addition to the existing 36million sq ft of commercial office space, while Noida has 18.6million sq ft currently and just over 4million sq ft under construction. In Gurgaon absorption levels YTD, as of Q4 2012, have been over 2.1million sq ft whilst in Noida absorption had been just 1.2million sq ft, demonstrating a higher demand in Gurgaon. Hence, demand for room nights in Gurgaon is expected to increase proportionally with the increase in commercial space and the strong absorption levels over time. However, Gurgaon looses out to Noida in terms of the availability of better infrastructure and proximity to Greater Noida, with its recreational infrastructure and Yamuna Expressway. Such facilities may draw crowds that could potentially stay for additional room nights. Such developments could lead to the Noida region becoming a lucrative micro-market in the region. HI
www.hotelierindia.com
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19 GM’S DIARY
TAMIR KOBRIN General manager, The Leela Palace, New Delhi
Making a spark Being a general manager is about managing several sets of expectations, says this GM
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amir Kobrin has worked with across international locations and loves the Indian hospitality industry because of its pedigree of professionals who are well-educated and ambitious. He sees this as an opportunity, as hospitality is ingrained in them. It also means that GMs have the responsibility of honing these skills.
HI Tell us about the most important guest you have ever hosted. All guests are equally important to us. I will share an incident to illustrate this: one of our guests checked-out of the hotel and boarded his flight leaving his iPhone behind. He called to request that his phone reach him the same day, as he could not function without it. After a negotiation, our Clefs d’Or team managed to get the phone on the next flight and in the hands of the guest before his evening meeting at his destination!
HI What has been the biggest disaster you averted? During the stay of a head of state at the hotel, we received a request at midnight wherein the guest wanted to have a massage. Even though the specially-fitted spa room is adjacent to the presidential suite, due to the personal security reasons, we had to move the entire set-up into the presidential suite. This involved a lot of diplomacy with the personal security to ensure that it is done professionally, in a manner befitting a head of state and in accordance with brand standards.
HI What is the best thing about your job? The spark in my team’s eyes when they accomplish something unique.
HI The worst thing about your job? You have to juggle so many different personalities and ensure that the balance between guests and staff is maintained.
HI Which market or city do you find most exciting as an hotelier? As an hotelier I find New York to be an exciting city.
HI If not a hotelier, what would you be? If not a hotelier, then I would love to have been a diplomat.
HI Your pet peeve, as far as hotels are concerned? Hotels are 24X7 and everything happens in real time. This is all good, except when it comes to a point where people are hurried. Stupid mistakes can often be averted if the person had taken a moment to think.
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Photographs: courtesy Suryagarh Jaisalmer.
Young, selling the old
Growth plans and operational strategies from Suryagarh Jaisalmer Managing Director, Manvendra Singh Shekhawat BY RAYNAH COUTINHO
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anvendra Singh Shekhawat is a young hotelier, with a still younger brand manifest in its currently stand-alone hotel – Suryagarh Jaisalmer. His shares his experience in entrepreneurship, HR strategies and building a different product in a challenging location, while being at the helm of things at the property, right from its conceptualisation to project stage to two years of operations. How did you decide to create Suryagarh Jaisalmer? What were the challenges? I envisioned an experience for the new luxury traveller, not very different from how I would travel seeking unique experiences and creating lasting memories. The singular focus was on creating a boutique experiential hotel that would become a medium to celebrate Jaisalmer. I redrafted the project specifications and reduce the room count from 178 to 62 in May 2008. This evolved into a full-scale effort, now HI
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worth US$ 18 million, the biggest so far undertaken by the group – the goal was to epitomise the heritage of Rajputana and its arts. It took me two years from then to get the project up and running. Our foremost challenge is the remoteness of our location. During the project stage, it was supremely difficult to hire labour that understood the concept of a luxury hotel. This required additional supervision to avoid loss in translation from design to its physical implementation. Similarly, when it was time to begin operations, trained resources were hard to come by. But we identified people who shared our vision. We hire based on attitude – the rest is about training and honing skills and encourage employees to keep guest interactions instinctive and honest. HI Elaborate on the 100-year-old construction method. Our endeavour to not tamper with the soul of heritage architecture and using those techniques gives the building an authentic and pure structure. All our terraces have inverted hollow pots sandwiched
the environment. Characteristic to all forts constructed after the Moghul era, Suryagarh Jaislamer was crafted using limestone instead of cement. The façade is stone and its weight rests on stone pillars, arches and cantilevers, many of which have been taken from old ruined buildings dating as far back as 250 years. Some of the hotel’s gates are made by interlocking stones.
Manvendra Singh Shekhawat
between the true terrace and glazed tiles. While the glazed tiles reflect most heat rays, the air gap creates great insulation thereby cutting down on air-conditioning load and also making rooms sound-proof. The entire 80,000 sq ft of the hotel’s approach roads is fraom stones rather than the usual bituminous material, which is hazardous to
HI Tell us about your plans for expansion. We will soon launch a mid-segment product, Narendra Bhawan, in Bikaner. The city will also soon see relaunch of The Laxmi Niwas Palace. We are also exploring new geographies – there are land banks in Jaipur, Udaipur and Jodhpur. Depending on the market conditions in the next one year, we shall either retain these land parcels or sell them to raise money for our other projects. We also have plans to spread in Madhya Pradesh and Gujarat.
Will you want to own them, manage them or both? Or do you have another model in mind? HI
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Entrance to the hotel.
The property has a stone façade.
Some of the hotel’s pillars have been taken from ruins dating back as far as 250 years.
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Our first choice is always to own and manage them. However, we are also in talks where some properties may be co-owned and managed by us. We are open to taking properties on management contract, provided the property is architecturally and geographically in sync with our vision, or we are involved from its conceptualisation.
of a consolidated supply change. Material procurement remains a challenge. We are constantly trying to integrate the local community with our vendor outreach programmes so that it works to our advantage. We do not offer everything at our hotel, but whatever we do; it’s the best of the region and experiential.
HI Do you have any tips to offer project managers on dealing with babu woes and permissions, contractors and so on? Dealing with babus and permissions is a part of the deal. If the managers understand that it’s actually a lot better in India compared to some other emerging markets, they would change their perspective and work around the prevailing circumstances. Entrepreneurs constantly do this: better planning and keeping a provision for these delays is actually the only remedy out.
HI You’re a young hotelier... in the hiring process, what should employers look for – so as to bring on board motivated, interested and loyal employees? I look for nice people with an easygoing friendly attitude. They integrate with the team and are able to relate better with our guests. A direct look and a happy disposition goes a long way in establishing relationships both within the team and with guests. People who have a point of view and don’t shy away from expressing it are the ones who can drive the company to the next level. I also believe that a strong foundational education and people who like to experience travel are assets.
HI How does your tie-up with Preferred Hotels help? The hotel opened as a member of Preferred Boutique, under the Preferred Hotel Group, which epitomises a collection of top league luxury boutique hotel experiences worldwide. Preferred hotel group is our international marketing partner.
How long should it ideally take from say entry-level to director/ management level? I ask because today’s young aspirants appear to find the career growth Average age of staff at graph in hospitality Suryagarh Jaisalmer HI How do you cope to be de-motivating. The chair teaches you with the shoulder pethe job or it will find someriod and off-season? one else. Experience cannot be We niche-market this time with focused sales offers, like desert spa the only quantifying factor or indiholidays for ladies groups or adven- cator of a person’s performance. I ture packages for the double income don’t think there is any ideal time no kids long weekend segment with or set rules. I have seen people who became GMs and director sales of considerable success. reputed hotels in their mid-20’s and HI What are your location-related they are doing great. It depends on how you define challenges and how do you turn career growth. Is it organic growth them into advantages? Jaisalmer is remote, which is why while working for a well-known it is “exclusive”, and the journey is brand or being part of a team that part of the destination. As an experi- will become a brand? The latter ence, it is an adventure and attracts certainly teaches you more because those who connect with its remote- it offers greater responsibility and ness and exoticism. Integrated mes- perspective. But the obstacle to saging to this market is critical to this option is fear of risks. This is our success. Our other concern is not to discount the experience one HI
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A preferred partnership Preferred Hotels Regional Director (South Asia) Saurabh Bhatnagar talks about marketing independent hotels BY JYOTI KOUL KUNDU How has the business model of providing solutions to independent hotels worked for your Group? Preferred Hotel Group is a global travel company that provides sales and marketing support to independent hotels across the globe. We stand out as an alternative to the big chains as a popular and more discerning choice for hoteliers who want to receive the benefits of a big brand at a lower cost. Our wide representation which includes 650 finest hotels and resorts in 85 countries is a perfect example of appreciation and acceptance of our role in this business. HI
Our state-of-the-art global connectivity, reseraters to guests who want signature experiences through members vation services, electronic distribution support h Jaisalmer. and reputation management has been pivotal to the success of our member hotels in the region. Our proven international market strategies help hotels attract new customers through multi-channel promotions which include regional-theme campaigns for market penetration, build awareness and generate sales as part of brand campaigns and stay connected with customers through e-mail marketing initiatives.
HI What are your strategies for the Indian market? Our portfolio in India spreads to over 15 cities, covering all critical business hubs and key leisure locations. We allow hotels to align with the brand that best fits their needs. A major key strength for Preferred Hotel Group in India is our strong marketing alliances. Our India growth strategy encapsulates consolidation and further growth in metropolis, as well as focus on tier-two cities, where we already have pres-
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ence in some emerging hubs. Bigger cities are getting segmented into satellite townships with a hotel demand and supply balance of their own. Hence it is no longer sufficient to look at a metro as one city with each of these locations forming a micro hotel economy of their own. Moving forward, we continue to evaluate potential business alliances across the region, particularly in locations where we do not have a presence yet.We are committed to growing our portfolio and are looking up to 35 member hotels and resorts by end of 2013. HI How do you think individual hotels will challenge the well-established brands that have an extensive management system? We are firm believers in the concept of “Independent Hotels & Resorts� that provides a signature experience of the respective destination. Having been in India for a decade now, our experience ranges from partnering with existing fully operational hotels and helping them position their brand internationally, to working with preopening hotels to help them with a global launch and carve a distinct positioning for their brand.
HI Compared to hotel groups, is it easier or more difficult to market/sell a freestanding hotel? In my opinion, sales, marketing and electronic distribution for a freestanding hotel or resort add up to a unique effort. What our partnership with such assets facilitates is a global platform and capability for such individual assets or regional brands. Most often, what is seen lacking is the first-hand connect with the potential consumer base in the source markets. For independent brands, it is critical for their brand personality to be understood by their consumers and this is what we ensure. Travellers around the world, whether leisure or corporate, have their respective preferences and there is quite a huge segment that prefers signature hotels and resorts with their own personality, over the familiarity and similarity of hotels under a global brand. This is precisely why the bigger global brands have also ventured into the segment of unique independent hotels with a distinct character of their own. So we provide the international sales, marketing and distribution muscle that independent/freestanding hotels need to connect with their consumers and effectively compete with global brands Eventually, it comes down to SWOT of the hotel. At the end of the day, it has to be a hotel that is well located which offers competitive value at its price point to a well-defined consumer segment. HI
gains by working for big brands but organic growth is always going to be slow and there is no rocket-science to it. Most big brands offer only set career paths which sometimes can frustrate great and over-qualified people. HI How do you/ your HR team motivate and retain? I was just 23 when we started off. Over the years I have learnt that what helps the most is to get people who buy into your vision. At Suryagarh we have a flat structure and everyone is hands on. I also believe, with the average age of 26 years, a young and passionate workforce with the freedom to express is the biggest strength of the company. One should be flexible and value
PREFERRED HOTEL GROUP IS OUR INTERNATIONAL MARKETING PARTNER and incorporate opinions of all team members. When a room boy’s idea becomes the policy of a hotel, it gives him a sense of belonging and makes him believe that the scope of growth is unlimited. This is what attracts like-minded people willing to work and move forward with a certain level of aggression much required by a young organisation like ours. HI How is the guest evolving? There is a greater volume of tourists who seek adventure, culture, history, archaeology and interaction with local people. The visitor wants to learn about the history of a destination through immersion experiences including sampling local cuisine and experiencing craft, music, other indigenous entertainment, visiting historic and natural attractions, and meeting local people. The future goes beyond chandeliers and thread counts. It is about an informal hospitality experience, simple, genuine and without frills. HI
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eff
technology quotient
ene rg y
The
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Housekeeping, procurement, back-of -ho u s Kitchen, in-room service, digital menu e Opertions, services, innovations, social media, marketing, iPods, iPads i g d , i t t u a o l kiosk heck Personalised service, valet ck-in, c nc y se, che cie u i o h f o rontSec urit y,
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With technology permeating every aspect of the industry, we look at its different aspects that enhance the guest experience
BY BABITA KRISHNAN & RAYNAH COUTINHO
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ndian hospitality is faced with a rare conundrum — balancing its worldrenowned tradition of warm hospitality with the conveniences of technology. It’s unlikely that a day will come where guests will be ushered to their rooms by robots and automation, sans a namaste at the door. However, technologies that enable realtime inventory access, seamless exchange of operational information and collation of key performance data, have transformed the hotel business: efficiency is at the heart of the technology movement. “The management likes automated centralised reports either in the form of business intelligence tool or dash board reports that can be customised in one
click, as they make it easier for them to procure and disseminate key performance indicators,” says Dileep MK, senior manager — corporate IT, Berggruen Hotels. Today, no owner or operator can afford to ignore technology as a tool that increases employee efficiency, customer satisfaction and revenue. Hotels are supplementing luxurious accommodations and dining options with state-of-the-art facilities for modern high-tech services that do everything from entertaining guests and providing services at a click to monitoring employees. We dissect the latest gizmos, equipment, software and applications to evaluate their contribution to streamlining the business of running hotels.
OPERATIONS Some of the seemingly insurmountable challenges in operations are fewer hands to each task, still fewer trained hands to each task, which in turn interferes with consistency and inflation — which means less resources for higher outcome. However, here are some technologies that will help you navigate these obstacles with a little more ease.
Piranha kitchen application from Tyco.
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SECURITY As security becomes a more integral part of business operations, most organisations are still challenged
with integrating information from their existing security technologies. “Introduction of latest technologies in intrusion detection and monitoring, like use of IP and wireless, have helped eliminate issues related to wiring. Integrated technology is a new field to work on in the security industry where new technologies can be integrated innovating a unique solution altogether,” says Amar Subash, GM Tyco Fire & Security India. What’s New: Tyco recently launched its latest security solu-
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THE PLATFORM FEATURES Aids in website design Content management Personalised/targeted promotions Booking/reservations functionality Email communications Social media integration and detailed reporting
“Housekeeping coordinators have in the past had difficulty in tracking the attendants and supervisors didn’t know which rooms were ready for inspection. The staff in front office, housekeeping desk and on the floors had to make hundreds of phone calls to coordinate their work,” Nath explains. Expected Outcome: Since the software is only about two months old, there are no figures to share; however, this is how it is expected to work: When a housekeeping attendant finishes cleaning the room and taps the finish cleaning button on his smart phone for a particular room, TRITON HK automatically sends this information to the PMS and the room status in the system shows ‘clean room’. This helps the front office staff to get real time information on clean rooms which they could allot to arrival guests. The second scenario is that when the supervisor gets an alert on his handheld device that the room is clean and completes inspection of the room, TRITON HK send this information to PMS and the room status is automatically updated as
‘inspected’ which allows the front office staff to sell the room/check in guest to the room. KITCHEN Energy efficiency, hygiene, high turnover and a consistent look, feel and taste to dishes are some of the key demands out of chefs today. (for trends and equipment updates, read our Food section feature). What’s New: Rational’s SelfCookingCenter® whiteffiency® that can grill, steam, gratinate, bake, rise, roast, braise, simmer, stew, poach or blanch was launched in September 2011. The product, according to Rational, reduces production time by 30 per cent and ensures automatic cooking to the kind of ingredients being served up. “The SelfCookingCenter® whiteffiency® controls the cooking process in the best way for each product and even takes the desired result into account,” says Pinaki Banerjee, chief representative India, Rational India. He adds that cleaning is done automatically overnight. “The CareControl function determines how much cleaning is required from the level of soiling and then suggests a suitable automatic cleaning process,” he says. The appliance comes with software that allows for customisation of the user interface so that every user only sees what is relevant to him. “This almost excludes errors and guarantees consistently high food quality. Manual functions have quite simply been removed,” Banerjee explains. Case Study: The product has been installed at The Lalit New Delhi, where six units serve up breakfast items such as eggs and bacon and idlis; meat like chicken
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tion platform — Surveillint — for Apple™ iOS on the Apple™ designed to reduce complexity App Store and for Android devices and streamline disparate systems on Google Play. “Any hotel with while remaining highly scalable more than 50 housekeeping attendand customisable. With a unique ants will increase its profitability by open architecture, it significantly using this application,” says Nikhil reduces costs for system manage- Nath, chief executive, Knowcross ment and migration. While per- Solutions, the company that created forming correlation of information the software. Launched in Janufrom different systems, Surveil- ary 2013, it also has green quotient: lint enables an immediate, cost- Being a mobile application, all task effective integration of virtually sheets, updates, information are via any security system, to expand the smart phones. This helps the housetechnological capabilities. In addi- keeping department cut down on tion, Surveillint is built with an hundreds of print-outs every day. Also, under eco-friendly cleanopen architecture so it can easily integrate with third-party security ing plans, the guest could choose systems. For example, when users to ask for his room linen to be want to include new building man- changed every three days which agement applications or need puts him on a conserve more radar or surveillance plan. cameras, they simply add to the customised system. In the fire detection and protection sector, Tyco has developed water mist technology. In the event of a fire, the conventional sprinkler blows water to mitigate it. Things are damaged not because of fire but mostly due to water. Water mist technology helps in such cases as it spreads a very fine water mist that reduces the damage caused by water. “We are also trying to discover different ways to fight fire Apps can help attain standards. effectively from a distance,” says Subash. In this case, HOUSE KEEPING TRITON HK reads this Automation is taking charge in preference code and alerts the almost every area, except per- housekeeping attendant while he haps guest touch-points where is cleaning the room whether or hotels retain the human element. not to change the linen. “Because Housekeeping, too, is becoming the application keeps count of the more efficient, with the help of an number of days the linen has not application (app) that automates been changed, it avoids confutasks like setting a room cleaning sion for the attendant and he/she sequence, providing attendants doesn’t have to manually keep with guest preferences and updat- record. The conserve plan leads ing the room status in the PMS. to big savings in laundry costs,” he What’s New: TRITON HK has explains. The main goal of the app two user interfaces: a web interface is to alleviate communication gaps for desk coordinator and a mobile that in turn result in room status app for attendants and supervi- discrepancies and outdated inforsors. The mobile app is available mation on attendants’ task sheets.
Rational’s SelfCookingCenter® whiteffiency®
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tikka, roast chicken, mutton seekh kebab; rice and vegetables; snacks like samosas and kebabs and has to produce about 500 meals per day. “Since using the SelfCookingCenter® whiteffiency®, the food quality increased significantly. The chickens are always tender and the kebabs are cooked to the point. It is really a multifunctional unit – no matter if we produce ham and eggs for our continental breakfast or samosas for our Indian cuisine, it always delivers a great performance. The unit is very simple to use, so there is no time-consuming training needed for the staff. The appliance helps us also to save money: We reduced our energy costs by ten per cent as cooking process is much faster and due to less shrinkage we save 15 per cent of raw material,” says Francis Luzinier, executive chef. MARKETING “If Amazon knows what book a user will want to read, iTunes can anticipate what TV shows people will like, and Facebook knows who you should be friends with, it is only logical that frequent guests will expect us to know their preferences,” says Amandeep Sarna, regional director-IT, South Asia, Starwood Asia Pacific. People expect a dialogue with hotel brands and expect that their unique needs will be met. Online and dynamic are married concepts; if you expect your website to churn revenue, its management needs to be ahead of the curve that is your target audience’s buying (or browsing) behaviour. “Managers demand PMS solutions that are totally integrated with dis-
TECH AWAY Industry IT experts give pointers to help you evaluate whether redundancy might impact your investment: Self-check-in kiosks have been there for years but have mostly been unsuccessful. Soon they will be replaced with a guest’s own smartphone, which will open the door lock using Near-Field Controls (NFC). iPad controllers work well when provided as an option to conventional controls. These could soon be replaced with apps on guest’s own smart device. IPTVs have existed for a long time but issues like the need for an additional set top box, digital lag and picture-freeze have been a barrier for making it the default standard. But newer TVs come with built in decoders; the quality of digital signal has also improved a lot. “Going forward I feel TV on IP will become the standard for hotels,” says Amandeep Sarna. tribution channels, billing, loyalty programmes and guest feedback software,” says Dileep. What’s New: “webHotel is the first eCommerce product and services platform to leverage OPERA-based hotel and customer data to strategically attract, persuade, and convert online travel consumers,” says Sagun Sawhney, country manager, Micros. At its core, webHotel features a user-friendly website design and management solution that serves customised “smart content” to customers based on their web origin, previous web history and preferences. webHotel addresses every phase of the buying funnel, from initial travel research through booking and even post-stay emails.
webHotel allows hoteliers to customise marketing according to a guest’s browsing behaviour.
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“The end result is an integrated web presence that makes hotels more competitive,” he says. webHotel is fully integrated with social networking sites and allows for full tracking of conversion through its integration with Google Analytics and Yahoo Search. “To minimise your technology footprint―webHotel is available as a service hosted from any of the MICROS Data Centers. It accesses your OPERA database via OPERA Web Services and provides security, system monitoring, disaster recovery, application monitoring, and PCI Compliance,” Sawhney explains. The tool also allows hoteliers to create uniquely personalised web user experiences for their guests. The tool leverages two kinds of information ― anonymous click-stream behaviour (i.e. how a user moves through the site), and known user profile data pulled from OPERA (guest purchase history, stay information and preferences). “It’s an effective way to dynamically deliver information to guests based on preferences and actions,” Sawhney says. SYSTEMS IT departments are actively searching for less expensive ways to purchase, deploy, and manage
Philippe Charraudeau is using a keycard: these will zzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz soon work on near-field controls.
employee desktops, especially since individual desktop purchase costs have increased due to rise in prices of licensed software. What’s new: “Remote Desktop virtualisation reduces the number of machines required. Desktop virtualisation is considered a type of user (hotel employee)-server computing model because the “virtualised” desktop is stored on a centralised, or remote, server and not the physical machine being virtualised. All user terminals will be connected with the virtualisation server either through hardware or virtualisation software and the users connected with this server will have their own customised work space (profiles). Data and applications run on server in one location and are essentially connected to users. “This leads to greater security, because data and applications reside on physically secure servers rather than on more easily compromised employee devices. Also transferring much of the desktop processing workload from user devices to the data centre enables IT departments to reduce wear and tear on employee hardware and thereby extend its life span,” says Dileep. Also, virtual hosted desktops allow technicians to troubleshoot remotely.
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01-03-2013 16:43:13
NEC: Your Hospitality Communications Partner Elated Guests, Elated You
Delivering Customer Delight & Enhanced Profits NEC offers a comprehensive set of solutions that is tailored to meet the unique needs of the hospitality industry. Whether on premise or in the cloud, from basic telephony to the latest advanced, productivity-enhancing UC solutions, NEC offers properties of all sizes, innovative hospitality solutions to fit their every need and to become more efficient, responsive and productive-resulting in overall guest satisfaction. Our proven track record in the hospitality industry demonstrates our commitment and our belief that five-star service requires five-star solution. That’s why premier hotels across the globe call NEC their trusted technology partner.
Reasons to choose NEC: • Staff Productivity & Mobility • Network Management & Security • Conference Services • Guest Services • Maximum ROI
Contact: NEC India Pvt. Ltd., Tel. No.: 011-61101000, Fax No.: 011-61101001 Sales: North & East: (Anirban Bhattacharya @ +91- 99710-48899) | West: (Ashish Dhole @ +91- 98201-91587 ) South: ( Sachin Watkar @ +91- 96866-01709) | E mail: enquiries@necindia.in | Website: http://in.nec.com NEC Hospitality Partner: Enkay Technologies (India) Pvt. Ltd, Tel No: 022-66262222
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SERVICES In the highly competitive hospitality industry, it is the intangibles that encourage guests to spend more, provide positive feedback and return to the property in future. The most powerful of these intangibles is service. No amount of hiring, training or incentives can ensure top-notch service if employees don’t have appropriate systems providing information at their fingertips. In addition, as properties incorporate more services and amenities, the need to integrate these functions becomes increasingly challenging – and important. CHECK-IN In terms of check-in, the big movement is to pre-empt requests and welcome the guest as a known entity, provided he’s stayed at your property or a sister-property in the past. What’s new: Sawhney of Micros, which services a large chunk of hospitality’s IT needs, says that in addition to guest-recognition, today, anything that works on smartphones is hugely in demand. In January 2013, the company has launched a mobile application to allow hotels to conduct mobile check-in. “The front-end of the app, MyStay Manager is to be downloaded by guests. Opera2Go, the back-end of the app, will be utilised by staff. It displays key information including the
guest’s name, room number, order history and preferences, allowing a highly personalised service to the hotel guest wherever they may be on property,” Sawhney explains. The application allows the guest to bypass reception and conduct check-in on the way to his room. IN ROOM What amenities and facilities you offer to the guests once he enters the room play a major role in generating brand loyalty. With a tech-savvy guest, this has become even more challenging. Arichitect Sandeep Shikre explains some of the innovative systems and apps that make a room smart such as the guest control system, where all the functions are operated through one small iPod
Opera2Go will allow guests to by-pass reception and check in on the way to their rooms.
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– things like lighting, music, air conditioner, curtain and blinds, wake up alarm and messages to housekeeping, are integrated with this device. This app is extremely useful and user friendly and has both digital perfection and aesthetic value. “The keycard itself acts as a smart card which can be used for access to various guest facilities such as the gym, spa, business center, lounge and library, and can be integrated to include billing ability. This allows the guest to move freely while enhancing safety and security,” says Shikre. If you travel a lot, you’ve probably experienced the disorientation and confusion related to “where is that switch!” when you wake up, which emerges from having stayed at too many different places over too short a time. At Starwood’s hotels, controls for light switches on the night light are automated. “When you get up from the bed, the lights come on,” Sarna says. He adds that the most essential technological facility that hotels must focus on is high speed internet access. “We have done a lot of work to ensure much more flexibility in HSIA offerings and a robust wireless network. Guests can now connect multiple devices using a single account, upgrade the bandwidth instantly and roam around the hotel premises seamlessly connected,” he explains.
Architect Sandeep Shikre.
Case Study: At the Sayaji Hotel in Pune, Shikre has used technology to its optimum, positioning it as a ‘smart business hotel’. In public areas, state-of-the-art digital dimming systems have been used whereby preset moods can be set to suit the ambience. Also, all public area handling units (AHUs) are provided with variable frequency drives (VFDs). In case of reduction in heat load the VFD will reduce the fan speed thereby reducing the air quantity required. But the most striking is the power in the hands of the guests, once they check into their rooms. Apart from access control lock with the smart card, they get the iPod, which acts as a remote control for toilet and room mood lights, DND and make my room, alarm and world time clock, entertainment, temperature and blinds, and also updating of the bill. They also get an IPTV for convenience and sheer entertainment. GYMS Hotel gyms have to cater to varied tastes and routines. Besides that, while their use is increasing,
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PROCUREMENT POINTERS Amandeep Sarna shares excerpts from his checklist: Focus on the right technology at the right location. For example, we chose to deploy high-investment iPad controls only at our top luxury hotels as guests expect nothing less. We have a cautious approach towards technologies as in their nascent stage. These are bound to have teething issues and that translates to a bad guest experience rather than a good one. That said, we stay ahead of the curve. Some guests like it simple viz. a stable internet connection and a easy-to-operate TV, while some revel in a technologydriven experience with iPad controls, a home theatre and automation. Make sure you keep all types of guests happy they often remain under-utilised, meaning that ROI on equipment becomes a question mark — putting added focus on keeping energy consumption as minimal as possible. And of course, any revenue generation opportunities in this area are always welcome. What’s new: Launched in September 2012, Kinesis One has a unique design and conceptual training that allows guests to perform different exercises for the whole
body with a single machine. “Now, hotels may not need to offer different machines for workouts; instead a single machine will take care of total body fitness,” says Pankaj Arora, MD, Technogym. With its two weight stacks hidden from view, it leaves one free to explore an infinite range of natural movements and exercises. Replacing several machines with one, conserves energy; besides this, Technogym allows gyms produce energy from
Kinesis adapts to different people’s workout routines.
the physical exercise of their customers. “After years of engagement in developing products and solutions for energy saving — Technogym equipments reduce the consumption of electricity by up to 40 per cent. Technogym now sets a new and more ambitious goal: producing green energy from clean sources. And what’s cleaner than people’s movement,” says Arora. He adds that hotels could organise group
The lobby of Sayaji Hotel sets the tone for the ‘smart’ services one can expect.
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classes to increase revenues further by offering Kinesis as a premium service, above and beyond regular gym membership. Users of Kinesis are: Hyatt Regency New Delhi; Leela Kempinski Gurgaon; The Leela Hotel New Delhi; Jaypee Greens Greater Noida; Sofitel Mumbai; Taj Westend Bangalore and the Taj Coromandel Chennai. Even industry insiders have pet technologies: Shikre says, “One of my favourite apps in a hotel as an architect and guest is the touch screen kiosks in the lobby, which provides all conceivable hotel and city-related information. I am Pankaj Arora. also a big fan of the integration of all guest services into an iPod or mini iPad, where besides the guest control systems; it is integrated to speak to various services of the hotel. This app is error free and popular in upmarket hotels of the developed countries.” Also, those in the know on the IT-landscape say there’s scope for more pointing towards a gap, and calling for service providers to catch up. “There several PMS options out there, but it is difficult to find a consolidated solution that can be implemented for a chain of hotels. Reliability is a concern,” says Dileep. “I would like to see customised apps which will allow us to deliver a truly personalised experience to our guests. Using one single app the guest should be able to make a reservation, get all the key info they need right on time before departing for their destination, check-into the hotel, adjust his room temperature and TV channels — which would already be set to his or her liking ... the list goes on. All this through one app installed on the guest smart phone,” says Sarna. In the coming years, success will be determined by cost-control alongside operating efficiency through the innovative use of technology — without compromising on a basic level of hygiene and security. HI
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CASE STUDY ITC Grand Chola At 600 keys, with 100,000 sq ft of banqueting and convention space (30,000 sq ft of which is pillar-less, making it among the largest in the country) 10 F&B outlets and a 23,000 sq ft spa, the ITC Grand Chola in Chennai is no mean technological feat. ITC is evidently proud that the latest jewel in its crown is the world’s largest LEED Platinum Green hotel and India’s first hotel to receive a 5-star GRIHA rating, both of which would have commanded great thought and technological involvement. We are told that 100 per cent of the hotel’s electrical energy demands of are being met through renewable energy sources; efficient fixtures reduce the building’s water use by 35 per cent and nearly 100 per cent of the hotel’s waste is recycled for useful purposes. The man at its helm as GM and VP, Philippe Charraudeau, has been in the hospitality industry for almost 40 years, collecting know-how and best practices from 10 countries. His hotel incorporates some of the technologies we’ve mentioned in the preceding pages and in some cases, takes them to a new level.
iPad in rooms ITC Grand Chola is a premium luxury integrated complex and also the first hotel in India to sport the iPad 2 in all its guestrooms with ‘DigiValet’, which allows guests to conduct a variety of activities: control TV and other related entertainment; order in-room-dining directly from the digital menu without picking up the phone; check the bill and monitor usage; etc.; and most importantly, view visitors with the door camera and open the door remotely, if needed.
Guest recognition systems Digital hot water generator Hot water is conventionally produced using calorifier tanks, with steam heated coil inside, that act more like hot water tanks. This is inherently inefficient: temperature fluctuations are a by-product and managing large quantities of condensate is a task. In the digital hot water system, the calorifier tank is eliminated and hot water production is through a precisely controlled injection of steam into a heat exchanger. The benefits are - very accurate control of hot water temperature and energy saving.
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Loyalty programme members and in fact, all in-house guests will be recognised while crossing the respective location of RFID. What pops up will be the guest photo with information relevant to the respective zone. It allows the staff to quickly recognise the guest by his or her photo, greet the guest by his or her name, surprise the guest by wishing them for their birthday or marriage anniversary whenever the date matches current date and most importantly, to know guest’s preferences (relevant for his or her zone) beforehand to help them offer right choices for the guest.
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Closed circuit TV cameras A total of 645, fixed dome and variable (pan-tilt-zoom) cameras, cover the property for surveillance and recording of important events. All key areas, heart of the house, parking and restaurants are monitored 24x7 by personnel with immense expertise in this field. While the property is highly equipped with cameras, it has been ensured that the warmth of hospitality is retained by placing them very discreetly.
Loop technology air conditioning Conventional chillers and air-conditioning system take into account only the temperature of the chilled water going out of the chiller as reference. The chilled water outlet temperature is set by the operator and the machine loads and unloads to maintain that temperature. This is prone to inaccuracies and thus, wastage in energy. ITC Chola uses Hartmann loop technology that considers not only the building loads, but also ambient weather conditions to arrive at an optimum set point for chilled water. Besides this, it decides operation of multiple chillers at partial loads in order to derive better efficiencies. Up to 20 per cent saving is envisaged visà-vis conventional control.
Integrated building automation system
Conference technology The hi-tech boardroom called Tanjore is 929 square-feet in area, with seating capacity of 24 pax. It incorporates Video conferencing equipment is installed from Business Octane. • Two 65” LCD Panasonic television screens are there. • Two Drop down screens by a company called Draper • Two Christie’s projectors (LX 505) • Hanging ceiling microphones that drop down • Two cameras that are controlled by the ‘look at me’ button fixed on the table for each guest • “Paper camera” scans documents placed on the table and projects them on the screen. There are also: • Five 14” LCD pop-up screens embedded in the far end of the table. • ‘Butler on call’ on request. • Separate AV room to control the audio visuals in Tanjore. • ‘Walk in Closet’— Bespoke Luxury.
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You find one of the best IBMS systems here. This DDC-based technology gives remote control features to control operation, monitoring and maintenance of equipment and systems. It covers HVAC, water, boilers and hot water, electrical and energy system management, besides linking to fire alarm control panels and lift management systems. It is possible to schedule, programme, analyse trends, etc., which contribute to operating efficiency and excellence.
Making big possible The Rajendra Hall is named after Rajendra Chola, who was the son of Rajaraja Chola I and was one of the greatest rulers of Tamil Chola dynasty of India. It is the largest pillar-less ballroom in South India with 26,540 sq ft of space. The roof of the banquet is made of 21 metre long steel girder/beam with a depth of two metres. Each beam weighs 25 tonnes and there are each of 21 beams used. There are in built truss-bars in the ceiling for hanging par can lights, speakers and decorations. The Rajendra Hall also has a freight elevator with capacity of 2,600kg that can bring cars into the Rajendra Hall.
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FEATURE
38
Not just a
cuppa! As more chefs experiment with tea, the chai just got smarter with not only a larger variety to pick for your drink, but also as an ingredient BY BABITA KRISHNAN
A
fter water, this is the most commonly consumed beverage in the world. While most of us won’t recognise Camellia sinensis, hearing the word ‘tea’ brings an instant smile to our faces. It was first introduced to Portuguese priests and merchants in China during the 16th century. Drinking tea became popular in Britain during the 17th century and they introduced tea to India to compete with the Chinese monopoly on tea and since then, it has been promoted for having a variety of positive health benefits, though most just need it to wake us up! Teas can generally be divided into categories based on how they are processed. There are at least six different types of tea: white, yellow, green, oolong (or wulong), black (called red tea in China), and post-fermented tea (or black tea for the Chinese), of which the most commonly found are white, green, oolong and black.
FLAVOURS India is one of the top three producers of tea in the world (others being
Sri Lanka and China). While everybody agrees that the commonly known teas in India are Assam, Darjeeling, Green and Nilgiri, chef Ajay Chopra of Westin Mumbai Garden City, gets into details of the most popular types, “They range from the nut and spice-laced Kahwa in Kashmir to Assam, Darjeeling in north-east to butter tea in Ladakh, Nilgiri tea from the South and the ubiquitous cutting chai sold in glasses or earthenware pots along highways, bus and train stations all across the nation. In regions where dairy products are scarce, people tend to have black tea (i.e. without milk). Other varieties such as white tea are grown but generally for exports.” So where does one go for some great tea experiences? While Sumit Ghosh, assistant F&B manager at the Courtyard by Marriott, Chennai, offerschamomile,Englishbreakfast, peppermint, lemon and jasmine teas as options to the guests apart from the popular varieties, ITC Maratha believes in tea ceremonies, reveals its F&B manager Sumeet Suri, “You can choose to sip on your afternoon tea through some of the finest tea ceremonies in the colonial grandeur of an old-fashioned verandah overlooking the wide expanse of
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FEATURE
40
PAIRING
Chef Ajay Chopra
Green tea with seafood or fish, salads, chicken, Asian or Middle Eastern Foods Darjeeling tea is best with egg dishes and creamy desserts Keemun tea with meats, fish, Chinese foods, spicy Mexican, Italian or Indian dishes Yunnan is best with highly seasoned foods Lapsang Souchong tea is best with chicken, smoked salmon, lemony desserts Assam tea with hearty foods, breakfast foods, chocolate, custard or lemon dessert MO Bar’s Jimmy Choo afternoon tea at the Landmark Mandarin Oriental, Hong Kong.
Chef Soumya Goswami
landscaped gardens of the property. Designed on the lines of a glass house conservatory, Catherine’s take you to the nostalgic memories with its amber hue, fragrance and taste with Kashmiri Kahwa, Rose, Oolong or Tender Pekoe that understates luxury and legacy of tea in India.” Executive chef and chef de cuisine Soumya Goswami also offers
Orange Pekoe, Masala, Oberoi Blend, Jasmine Pearl, Ai Qing Flower, Ginseng Oolong and Fruit Iced tea at The Oberoi New Delhi, and chef Chopra has an inhouse signature tea programme in partnership with Jing Tea, which he says, is mandatory in Westin brand of Starwood hotels. Jeetesh Kaprani, VP operations, KA Hospitality that owns the Yautacha restaurant in Mumbai, lists some exotic flavours like Yauatcha Champagne Blue tea, Yunnan Black tea, Tie Guan Yin that is one of China’s Ten Famous Teas from Anxi province and exquisite Formosa Oolong (also known as Emerald Oolong) that one can enjoy at the restaurant. “With the advent of many foreign companies
THE TEA CULTURE IS PREVALENT IN THE ORIENT, BUT THE TREND HAS CAUGHT UP IN INDIA ONLY AFTER IT CREATED A BUZZ IN THE WESTERN NATIONS Chef Chopra from Europe and Asia into Indian tea market, certain flavours have become popular — infusions as they are popularly known, where tea is flavored with organic ingredients such as citrus peels, dried jasmine flowers, bergamot, berries, spices, etc. Berry infusions and citrus flavours are getting popular,” chef Chopra adds.
MEDICINAL PROPERTIES Many consider green tea as having important antioxidants and
Catherine’s — The Tea Lounge at ITC Maratha.
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compounds that help in maintaining good health. “It is also widely believed that it controls weight and aids in circulation of blood,” Suri reveals. Tea contains a large number of potentially bioactive chemicals, including flavinoids, amino acids, vitamins, caffeine and several polysaccharides, and a variety of health effects have been proposed and investigated. It has been suggested that green and black tea may protect against cancer, though the catechins found in green tea are thought to be more effective in preventing certain obesity-related cancers such as liver and colorectal, while both green and black tea may protect against cardiovascular disease. “Green tea is taking over black tea,” says Ghosh, as regular green tea drinkers may have a lower risk of developing heart disease and certain types of cancer. Figures show that green tea has gained in popularity globally by over seven per cent annually and in India, where it is a newly acquired taste, by over ten per cent annually. “This primarily is because of its
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FEATURE
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Jeetesh Kaprani
health quotient particularly supported by the younger generation and women. There are many variants of green tea available — the popular ones are Green Sencha, Jasmine, Gunpowder, Genmaicha, Longjing, Hunan Green and many more, some of them are served and popular at our hotel,” elaborates chef Chopra.
EXPERIMENTS
Sumeet Suri
Sumit Ghosh
How does one make tea with a twist? Some interesting infusions offered at ITC Maratha include tea-based cocktail with Vodka and Gin, Earl Grey and Green tea Martini, Rose and Hibiscus Cosmopolitan and Fresh Lemon n Mint Mojito. The Oberoi, on the other hand, serves fusion of dried fruits and berries with favourable results. “We use fruit iced teas of the flavours orange blossom, Hawaiian sunset, berry and peach as summer scorchers,” reveals chef Goswami. Ghosh, on the other hand, likes to try out the experiment on himself, “I have made a normal ice tea with Green tea and Green tea Mojito with lemon, mint leaves and tea. Both these flavours were zingy and very distinctive and I enjoy drinking them and serving the same to the guests,” he smiles. But some experiments go beyond the beverage as Yauatcha uses tea flavours to create Earl Grey macaroons, Jasmine tea smoked spare ribs and Jasmine tea cake. Even
Fruit infusions are very popular as summer scorchers.
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Different flavours of tea have gained in popularity. at Westin, one can savour some of the experiments that chef Chopra creates, “We use Green tea as a smoking ingredient to infuse delicate flavours into duck. Green tea is also used in pastry to make desserts — crème brulee, sauces, gateaux, as a filling inside handmade chocolates…”
PAIRING Tea pairing is a nascent concept. Traditionally, tea drinking in India has always been associated with mornings and early evenings with newspapers or over a quick chat with a snack to go with. “Tea pairing is a highly evolved art where fine flavours of food and tea are paired together to create harmony on the palate much akin to wine and food,” explains chef Chopra. Generally, for tea and food pairings, tea is best had without milk and carefully prepared without
Last year, the deputy chairman of Planning Commission, Montek Singh Ahluwalia, said tea would be declared as national drink by April 2013
boiling it too much. All tea varieties contain tannins which become bitter over longer cooking and the delicate flavors are lost. “In India, the Assam variety, which is robust, can actually withstand fieriness of Indian cuisine and can be successfully paired with breakfast foods, hearty fares and main courses. Green tea or berry flavored infusion goes well with simple flavored desserts such as a lemon tart or a Pavlova. Pairing chocolates with tea is a great idea as they can be even filled with variety of fillings to achieve complexity in taste and make the experience more enhanced and memorable,” he adds. At Catherine’s Tea Lounge at the ITC Maratha, choice of teas can be paired with varied savouries and pastries. Adding to this, Ghosh says that successful combinations of tea and chocolate can be achieved in a variety of ways as they share similar flavour characteristics, thereby enhancing one another’s flavours. Whether had at home or outside; in small or high amounts; with a biscuit or a chocolate cake slice; with or without milk — tea continues to be a favourite offering whenever one needs to break ice! HI
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Consumer connect initiative
44
CLEAN GREEN How green are the cleaning chemicals that advertise themselves as such? Some myths just got busted environmental
leviate many of these problems but
work just as well at lower tempera-
products.
the most efficient, economical and
tures. The benefits of this include
However, it is important to consider
safest method is to use automated
lower energy consumption and,
not only what is in the bottle but
dosing systems that eliminate the
because it takes less time to heat
the bottle itself. On an average, it
risk of contact with product, and
up the water, faster cycle times
is observed that enzymatic/bacte-
ensure precise and accurate mixing
which lead to reduced costs and
rial products sometimes demand ten
every time for the best possible
increased productivity.
times the amount of manufacturing
cleaning performance.
to
Abhay Desai Director marketing South Asia, Diversey India
T
oday, users and buyers of
some
impact
conventional
compared
So what are the options? There is
— with associated energy, water and
Correct dilution cannot be over
a tendency to think about the envi-
physical waste; ten times the amount
emphasised. Over or under-dosing at
ronmental impact of a product after
of packaging that has to be made
point of use, through manual dilution
it has been made. But the overall
and disposed of; and ten times the
or poor training, should be avoided
product lifecycle is more important.
amount of truck journeys. Their envi-
if possible. Using too much chemical
This can be where calculations get
ronmental impact should, therefore,
or having to re-wash clothes or dish-
slightly more difficult. If production
be questioned.
cleaning chemicals are flooded with products tagged “green”
CLASSIFICATIONS AND LABELLING
as that has become the buzz word for
Clarity in labelling is necessary. Clas-
manufacturers to portray themselves
sifications can be confusing and
and their products as environment
recent changes in the law have not
friendly and biodegradable. Moreo-
helped. CHIP regulations determine
ver, only the most hardened sceptics
hazard classifications for chemicals
refuse to accept that the cleaning
and COSHH provides guidance to
industry is facing one of its biggest
their use, with categories ranging
challenges — working in ways that
from non-classified, through irritant
meet their current requirements but
and corrosive to toxic. One of the
also support the aspirations and
most confusing aspects of classifica-
needs of future generations.
tion and labelling occurs when the same chemical is found in two differ-
NATURAL
ent formats. Something with a harm-
For years we have been hearing that
ful classification when concentrated
natural products are good, but natu-
might be designated as less harmful
ral does not always mean good for
when diluted — the only difference is
es due to under-dosing can be most
is itself wasteful and inefficient, no
the environment or the individual.
the amount of water.
damaging to our environment.
amount of careful use, dilution con-
for example, are harmful to the en-
CARBON FOOTPRINT
WASTE
cling will compensate. End users are
vironment.
Pre-mixed, diluted or ready-to-use
Some amount of packaging remains
increasingly asking their suppliers to
products are not always bad. Man-
products may appear simple and
essential; the priority should be to
provide evidence of their creden-
made disinfectant and bleaching
convenient. Sometimes they are the
minimise materials used, transport
tials in this area. Only the companies
agent hydrogen peroxide rapidly
right choice, but they lead to the
costs and the amount of waste. Care-
that conform, or even exceed, the
breaks down to water and oxygen
most amounts of waste and chemi-
ful design can maximise storage den-
prevailing standards are likely to be
which are harmless.
cal miles. Think about the cost of
sity with, for example, square packs
in a position to do so. A demonstra-
shipping water just to avoid adding
which can hold more product than
ble track record of reduced energy
BIODEGRADABLE
it at the point of use. Concentrated
round packs. Transport costs are mini-
and waste consumption should be
Selecting a product which breaks
chemicals have a comparatively
mised because more product can be
the benchmark of a conscientious
down harmlessly and disappears
lower carbon footprint and travel
carried on the same vehicle. Ideally,
cleaning product manufacturer.
into the environment sounds like an
fewer chemical miles. Even the type
all of the material in an empty pack
Choosing between concentrate
excellent ‘new’ idea, but the law has
of dilution can affect the overall
should be recyclable with a good
and pre-mixed products, for exam-
demanded that cleaning products
impact of the product. Allowing
example of this being the latest two-
ple, should be based on a number
should be biodegradable for years.
staff to mix their own products can
part bag-in-box packs.
of factors which can only be judged
Consider the carbon footprint and chemical miles involved in the cleaning chemicals that are purchased.
trol, biodegradeability and recy-
Many natural substances, mercury Conversely,
synthetic
lead to significantly more waste be-
by the end user. The decision will be
ENZYMATIC/BACTERIAL
cause people tend to over-estimate
ENERGY
a compromise between considera-
On the face of it, enzymatic/bacterial
the amount of product required.
Many leading manufacturers have
tions such as chemical miles, packag-
products appear to have a reduced
Measured portion control can al-
introduced new formulations that
ing, classifications and so on.
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HI
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FEATURE
46
Twining experience Stephen Twining and his core team are set to launch a set of exclusive teas in India BY BABITA KRISHNAN
W
ith a legacy of over 300 years as the tea providers, Twining and Company has been in India for 15 years, though the relations with the country are much older. We try to understand the Twining Experience that the brand is planning to launch in the country. “After giving the Indian consumer great teas within a tea bag, the brand is now launching 21 new teas from around the world for five-star hotels and restaurants,” reveals Ian Gowlett, managing director, Twinings India, “We have picked teas which we offer elsewhere in the world in fivestar hotels and know what works. These teas also become a journey from around the world and give different tastes for different days.” When one travels, the one thing you enjoy the most is the variety of tea offerings and that is as yet missing in most properties here. Twinings is planning on bridging the gap – firstly because the guests are now expecting the properties to deliver the best teas to them in their cafes and restaurants as they do elsewhere in the world; and secondly, “We need to ensure that the tea is delivered well — hence the emphasis on five-star and fine dine properties only,” adds Stephen Twining, director of corporate
relations, R. Twining and Company Limited. “We do not want to just give the tea and be done with it. Some of these teas are quite delicate and you have to ensure getting the perfect brew by delivering it in the right way,” he adds. With a reputation of offering one of the best teas in the market, the brand sure has a reputation to protect. “We need to be in control and that is why we will not retail this range as there is always a risk of someone not making it just right, which would spoil the tea experience,” says Gowlett. To further this ideology, the brand is looking to partner with the right five-star brand who believes in delivering a ‘wow experience’. “And there are some familiar Indian teas also on our list. It almost becomes an entry point for the Indian consumer which will then lead to a world of teas yet to be explored,” adds the experienced voice of Jeremy Sturges, senior tea and herb buyer/ blender, R. Twining and Company Limited. Twining reveals how the right set of crockery is as important for a great tea experience. “We have a different set of crockery for different kinds of teas – tea has to be made using the right equipment and served in the right way,” he says. So will they be training people as well? “It is part of the offering – it is essential and non-negotiable,” Sturges confirms. This is because
Stephen Twinings offers a cup of joy.
the brand believes that the staff becomes the advocate and if they understand how the tea is made and is supposed to taste, when they talk to a consumer they become ambassadors of good tea experience. Though they will be offering a tea menu to give insights into each flavour, Gowlett feels that is not enough. “You need the person serving to be able to explain, and people want to be safe, especially if it is a new experience for them. Whenever you prompt someone to be adventurous, you need to be able to help them on that journey.” So what is on offer is a complete package: “You take the tea, take
An exotic range of teas ready to brew. March 2013 | Hotelier India
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the training, we hold your hand, you take the crockery, learn how to serve it as the perfect brew. We have spent a lot of effort in collecting and blending these teas and we can’t falter at the last minute. It is essential to ensure that everyone enjoys a nice tea experience,” smiles Sturges. “The whole idea of knowledge is to share it and that is what we want to do,” says Twining. But will they also help in food pairing? “We will make suggestions to the chef about the pairing with the tea for these experiences, but we don’t want to dictate the style because each hotel has its house style and tea doesn’t have a style but relies on the hotel to give it one,” he explains. With changing trends, the way people have their tea is also changing. They don’t just ask for a cup of tea, they specify what kind of tea they want. If ‘choice’ is the trend today, Twinings India seems to be doing the right thing at the right time. HI
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RESEARCH
48
Demand, supply and opportunities Excerpts from the 2011-2012 edition of the report that has been analysed and presented by HVS BY RAYNAH COUTINHO
T
he data for the report has been contributed by the member hotels of Federation of Hotels & Restaurants Association India (FHRAI). The FHRAI sent out a questionnaire to each of its members (numbering 2,492 hotels as of December2012); their responses were then analysed and presented in this report. The data presented in the current edition is culled from 1,320 responses.
THE BIG PICTURE There are the obvious ones: inflation is affecting operating costs, the lack of skilled manpower — even at the manager level — is telling in the quality of service and the inbound FIT’s spend is declining, with the domestic market coming to Indian tourism’s rescue. Interestingly, the leisure segment gained three percentage points over the business travel segment. New markets to watch for are SAARC nations and Middle Eastern countries. Also, hotel guests from countries such as China and Japan have shown healthy
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increases over last year (eight per cent each).
TOP CITIES The report presented the operating profiles and financial data for different categories of hotels in seven major cities: Bengaluru, Chennai, Goa, Kolkata, Mumbai, DelhiNCR and Pune. Another pointer to up your leisure offering, even if located in a business city, emerges here: Acting as gateways to the rest of the country, these cities see about 30 per cent of their occupancy coming from leisure. No surprises in channel preferences: direct enquires and hotel representatives generate the maximum reservations across locations. In Bengaluru, Mumbai, and New Delhi-NCR, the hotel GDS forms a major source of advance reservations highlighting the volume of corporate travel to these cities. Considering that Goa is India’s most popular leisure destination, nearly half of its reservations are generated by travel agents. In Bengaluru, distinct micromarkets of the city behaved differently: the CBD, which has the
highest concentration of luxury and upscale hotels, witnessed the maximum drop in average rate while still maintaining near similar occupancies as last year, while Whitefield and Electronic City (where a host of development is headed) recorded a marginal increase in average rate owing to a low new-supply impact. The year 2011/12 also saw two new micromarkets forming in Bengaluru – the ORR-Sarjapur stretch to the southeast and Yeshwantpur to the northwest of the city centre – increasing pressures on average rate across the city. Going forward, Bengaluru is anticipated to witness the highest branded rooms supply in the country by 2016/17, which is a reflection of the continued commitment from hotel operators and investor confidence that the city attracts. Nearly 50 per cent of this supply is anticipated to be in the luxury and upscale segments leading HVS to believe that in the long term, overall average rate of the city will see an increase. Chennai has seen tremendous activity and consequently great pressure on occupancy and aver-
age rates. In 2011/12, Chennai witnessed a marginal increase in occupancy and a decline in rates over the previous year. With the recent opening of several properties in the luxury and upscale segment, including ITC Grand Chola, Leela Palace, and Park Hyatt, and a significant amount of supply additionally expected to enter the market in 2013, HVS anticipates pressure on occupancy levels and consequently, average rates to continue in the short to medium term. The micro-market of Old Mahabalipuram Road (OMR) is also expected to experience a drop in occupancy as city hotels and hotels in Guindy actively compete for demand from this area. OMR is expected to witness a large influx of new supply with approximately 2,000 rooms announced, 50 per cent of which are actively under development and expected to open over the next five years. Sriperumbudur and Oragadam, where several automobile and manufacturing units are located, continue to be major demand areas providing opportunities for hotel development, especially in the budget and mid market segments. Chennai is expected
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RESEARCH
50
Average Occupancy and Average Room Rate: 33 Cities/Regions in India Occupancy City All India Agra Ahmedabad Aurangabad Bengaluru Bhopal Chandigarh Chennai Coimbatore Darjeeling Goa Hyderabad Indore Jaipur Jodhpur Kochi Kolkata Kullu-Manali Lucknow Mount Abu Mumbai Mussoorie Mysore Nagpur New Delhi - NCR* Pune Raipur Shimla Thiruvananthapuram Ootacamund Udaipur Vadodara Visakhapatnam Gurgaon
2007/08 69.3% 62.8% 74.9% ID 73.1% 70.3% 79.6% 77.4% 77.8% 57.8% 70.1% 63.7% 72.9% 63.0% 53.6% 75.2% 72.5% 48.1% 71.6% 57.0% 80.1% ID 66.3% ID 78.0% 76.5% 52.7% 64.6% 65.1% 58.3% 58.2% ID 75.9%
2008/09 63.1% 54.8% 63.7% 56.5% 56.5% 72.2% 79.6% 64.6% 72.1% ID 61.7% 6.3% 68.7% 61.4% 51.0% 67.4% 69.6% 50.9% 63.0% 69.4% 71.2% 48.0% 67.7% ID 64.8% 65.5% 64.3% 52.7% 57.9% 58.1% 51.6% 77.9% 69.0%
Average Room Rate(`) 2009/10 59.9% 57.0% 65.7% 7.9% 52.6% 66.1% 69.1% 65.6% 75.5% 47.2% 63.1% 58.8% 65.2% 57.7% 43.2% 64.4% 64.5% ID 58.7% 67.5% 67.2% 45.9% 67.7% 61.5% 64.6% 53.2% 39.0% 48.0% 55.3% ID 47.0% 65.6% 62.1%
2010/11 62.1% 63.2% 67.6% 59.5% 53.8% ID 70.4% 64.8% 72.8% ID 64.4% 3.3% 65.4% 64.0% 49.2% 74.2% 65.4% ID 59.8% 63.0% 69.0% 52.5% 71.4% 76.6% 59.0% 53.3% ID 42.7% 61.8% ID 55.2% 77.8% 76.3%
2011/12 60.9% 68.3% 65.1% ID 58.7% 78.0% ID 69.1% 66.5% ID 69.5% 55.4% 57.9% 59.4% 48.8% 81.1% 67.1% ID 63.3% ID 73.5% 39.4% 62.4% ID 61.4% 53.2% ID 47.8% 60.9% ID 52.1% 71.7% ID 65.5%
2007/08 4,556 3,307 4,138 ID 9,679 2,647 4,057 3,076 2,634 1,719 4,368 5,643 1,486 5,460 5,468 1,486 5,138 1,688 2,208 1,825 6,665 ID 1,254 ID 9,728 4,927 1,055 1,033 2,221 1,258 6,320 ID 3,169
2008/09 4,487 4,211 4,039 2,289 9,757 2,639 3,716 4,678 3,255 ID 5,378 4,730 1,933 4,472 3,964 2,062 5,342 3,716 2,491 1,823 6,822 4,099 2,340 ID 6,087 4,951 1,087 1,766 1,570 1,956 7,319 2,779 3,687
2009/10 4,149 2,482 3,367 2,850 6,766 3,110 4,780 4,083 3,236 3,193 4,757 5,137 1,814 4,059 4,552 2,806 4,880 ID 5,109 2,159 5,833 6,078 2,637 3,132 6,985 3,921 1,521 1,790 1,422 ID 3,543 4,360 2,809
2010/11 4,578 3,968 3,234 2,612 5,838 ID 4,544 5,508 3,989 ID 7,807 4,152 1,869 3,071 5,519 1,528 4,788 ID 2,393 2,821 5,087 5,817 4,634 2,314 6,763 3,140 ID 2,267 1,380 ID 7,406 3,703 5,431
2011/12 4,677 3,974 3,650 ID 6,849 3,827 ID 4,365 4,100 ID 5,856 4,020 2,590 3,447 7,005 1,536 5,302 ID 2,966 ID 6,063 4,807 1,973 ID 7,319 3,293 ID 1,904 2,330 ID 2,081 3,901 ID 8,122
ID: Insufficient Data *New Delhi - NCR data including Faridabad, Ghaziabad, Gurgaon and NOIDA (Shaded Portion), rest excluding Gurgaon data to witness continued growth in demand from the IT/ITes, automobile, and manufacturing sectors, and the more traditional finance and government sectors. HVS expects new hotels with large meeting spaces to attract large conferences and help market Chennai as a MICE destination. There is also opportunity for growth in the airline segment as the new international and domestic terminals of the airport are scheduled to become operational this month. Goa, despite problems like the lack of a comprehensive tour-
March 2013 | Hotelier India
48-53_HI_MAR13_Research_HVS.indd 50
ism policy, obstacles in obtaining approvals and clearances, lack of clarity regarding the latest CRZ norms and frequent disputes over land use and ownership, will see supply increase over the next 18-36 months in the branded budget and mid-market segments. Occupancy and average rates have increased for the third year consecutively. Kolkata’s dynamics are changing but at snail’s pace: the past few years have seen rapid development along the city’s eastern periphery in areas such as Salt Lake and Rajarhat, expanding the scope
beyond the CBD of Chowringhee, Esplanade, Dalhousie and Park Street where a large number of PSUs and corporate offices of older companies still exist. Kolkata is one of the few cities that has witnessed an increase in RevPAR in 2011/12 but this is primarily due to negligible supply of 199 rooms entering the market and due to increasing demand from developing areas such as Rajarhat, Kolkata’s new commercial and industrial district. Largely in the upscale and mid market segments, 3,118 rooms are proposed to enter the market and
74 per cent of them under active development. One of the key trends observed in Mumbai’s hotel market this year was the sharp drop in room night demand for South and Central Mumbai hotels. This was anticipated and occurred on account of several companies opting to shift base to the new CBD area BandraKurla Complex and new stateof-the-art commercial spaces in Andheri. North Mumbai hotels witnessed an increase in demand with almost all hotels showing stable to marginal growths in occu-
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RESEARCH
52
2,000
rooms to be added to Chennai’s OMR area
50%
of Bengaluru’s supply pipeline is in the luxury segment
3,118
rooms to be added in Kolkata
5,265 rooms to be added in Hyderabad
8%
growth in China and Japan arrival pancy. However, as revealed in HVS’ recent Hotels in India — Trends and Opportunities Report 2012, this could be attributed to the fact that branded hotel room supply in the city increased by only seven per cent in 2011/12 as compared to 14 per cent in 2010/11. Supply increase in the branded space over the next 12 months is expected to be almost negligible, so market-wide occupancy will continue improving. Average rates are also initially expected to remain stable and thereafter grow marginally. However, as new hotels enter the market in late 2013/14, HVS expects the
March 2013 | Hotelier India
48-53_HI_MAR13_Research_HVS.indd 52
Source of Advance Reservations COMPOSITION
Five-Star Five-Star FourDeluxe Star
ThreeStar
Two-Star One-Star Heritage Others
2011-2012 All India Average
Number of Responses
38
56
88
360
170
58
37
78
885
Chain CRS (Central Reservation System) 8.5%
5.6%
3.2%
4.8%
2.3%
2.0%
9.9%
1.7%
4.1%
Direct Enquiry / Hotel Representation
42.4
44.8
47.5
49.1
53.2
55.0
29.2
58.3
49.5
Global Distribution System (GDS)
12.3
6.3
3.7
1.7
0.7
0.7
0.6
0.7
2.2
Hotel / Chain Website
7.2
6.4
9.0
7.8
7.8
7.2
8.2
7.4
7.7
Travel Agent and Tour Operator
13.3
19.1
19.1
19.9
20.5
18.1
39.8
17.6
20.1
Other Online Reservation Systems
5.7
5.9
4.4
3.7
2.3
1.2
4.1
2.8
3.5
Other Website
3.9
5.2
7.7
6.2
6.6
6.1
3.3
5.3
6.1
Other
6.9
6.9
5.4
7.0
6.7
9.8
5.0
6.2
6.8
Total
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
Marketing Media - Percentage of Hotels Using Each Media COMPOSITION
Five-Star Five-Star FourDeluxe Star
ThreeStar
Two-Star One-Star Heritage Others
2011-2012 All India Average
Number of Responses
41
56
93
375
171
60
44
82
922
Blogs
24.4%
17.9%
15.1%
10.9%
3.5%
5.0%
4.6%
8.5%
10.1%
Direct Mail
78.1
87.5
83.9
82.9
71.4
66.7
88.6
68.3 7
8.9
Hotel Website
87.8
94.6
94.6
90.7
81.9
78.3
88.6
75.6
87.3
Loyalty Card program
85.4
71.4
57.0
28.0
19.3
13.3
31.8
18.3
32.9
Merchandising
39.0
35.7
38.7
25.1
15.8
20.0
22.7
15.9
24.7
Other Internet Sites
75.6
76.8
69.9
68.3
63.2
58.3
68.2
48.8
65.9
Outdoor Advertising
51.2
76.8
62.4
61.6
44.4
55.0
59.1
50.0
57.4
Pay Per Click
14.6
12.5
12.9
7.7
5.3
6.7
4.6
1.2
7.6
Print Advertising
92.7
96.4
90.3
84.0
80.7
75.0
88.6
74.4
84.0z
Promotions
85.4
85.7
82.8
72.8
51.5
45.0
75.0
46.3
67.1
Radio Advertising
29.3
35.7
39.8
24.3
9.4
3.3
9.1
9.8
20.6
Telemarketing
48.8
67.9
62.4
54.7
37.4
31.7
43.2
36.6
49.1
TV Advertising
34.2
23.2
25.8
28.3
13.5
10.0
27.3
15.9
22.9
Viral Marketing
7.3
8.9
6.5
7.7
1.2
3.3
4.6
7.3
6.0
city to witness some occupancy and average rate pressure before stabilising in the long term. In Delhi-NCR, while Delhi has positioned itself as a high-barrierto-entry market, a 53 per cent increase in supply is expected over the next five years. A majority of this supply is in the upscale and mid market segments and is concentrated around the DIAL Aerocity area which consists of 15 hotels that are either under construction or in advanced planning stages. Supply-related pressures will also hit hotels in Noida, Greater Noida and Faridabad in the coming years.
There is good news for investors headed to Pune which saw its first good year since 2006/07. In the past five years, the city has seen a staggering growth of over 320 per cent in branded room supply resulting in a decline in occupancy in each year. Growth was primarily driven by the MICE segment as Pune established itself as an alternative to Mumbai for hosting large-scale events in the western region of the country. Despite decreasing average rates, HVS believes that the increase in occupancy indicates that Pune has left its worst behind and is now clearly on its path to recovery.
OPPORTUNITIES GALORE In Ahmedabad, occupancy increased in 2011-12 accompanied by a moderate decline in average rates. With the opening of new properties like the Radisson Blu, Ista, Holiday Inn Express, Tulip Inn and Formule-1 in 2012/13 and considering that a significant quantum of supply is expected to enter the market in 2013/14, HVS anticipates considerable pressure on occupancy and average rates in the short to medium term. In Bhopal, hotels are largely unorganised but as the market grows to attract commercial,
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01-03-2013 14:29:06
53 RESEARCH
MICE and leisure business in the medium to long term, demand for quality branded hotels will increase alongside enhancements to the overall city, the modernisation of the airport and the addition of a Haj terminal. Coimbatore has gained ground as a medical tourism hub given the presence of several multi-specialty hospitals. Pressure on occupancy and average rates exists right now as 700 branded rooms have been added over the last two years, to a base that was largely budget and mid market accommodation. Gurgaon has commanded standalone status in this report owing to the sheer number of hotel rooms it currently supports. The results of the survey reveal Gurgaon having achieved an overall occupancy level of over 65 per cent at an average rate of approximately Rs8,100 in 2011/12. These performance levels are comparable to that that of any top hotel market in India. Large-scale changes to the city’s overall accessibility will improve business sentiments in the market.
Jaipur needs a new game plan Hyderabad has witnessed a fresh supply of about 1,000 rooms all of apparently: approximately 500 which were predominantly in the new hotel rooms were added to the upscale and mid-market space. market in 2011/12 as compared Over the next five years, 5,265 to just 82 in 2010/11 resulting in rooms, mostly in the upscale and occupancy, average rate dips. mid market segments are expected, Approximately 1,000 hotel rooms with a 74 per cent probability factor are expected to enter the market by of these rooms actually opening for 2014/15 making further pressures operations. HVS imminent. In the long term, 2,300 expects demand will grow; the more rooms are proposed for impending supeight developply pressures are ments of which likely to keep the average percentage of trained approximately occupancy and employees per hotel 50 per cent are average rates in the upscale fairly muted in segment. HVS the short-run. In Indore, it’s a budget-mid mar- anticipates oversupply in the ket story. HVS is tracking the devel- upscale space. Given the quantum opment of about 250 rooms posi- of domestic demand the city caters tioned in the budget space to enter to, Jaipur needs more rooms in the the market in the next few years. mid market and budget space. IT/ITes is an emerging sector in Besides existing demand owing to nearby pilgrimage destination, the Kochi with large parks planned expansion of the existing manufac- in the Kakkanad area. In 2011/12, turing units and development of the the city witnessed a decline in both proposed IT centres is expected to occupancy and average rate caused mainly due to the entry of new supboost demand for hotels in the city.
83.3 %
ply. Over few years, 2,000 rooms are planned resulting in pressure on occupancy and average rate. Vadodara witnessed an addition of approximately 150 new rooms in 2011/12 which led to the hotel market recording a decline in both occupancy and average rates. HVS is currently tracking a supply of over 250 branded rooms expected to enter the market in the next few years. While HVS expects demand to continue to grow from the expanding industrial clusters that are located along the periphery of the city, impending supply pressure is likely to keep average rate fairly muted. The report suggests a steady growth in the medium term for Jodhpur in leisure — generated from royal-themed weddings and by virtue of being a designated stop for both luxury trains — coupled with MICE demand; in Kottayam, considering its commercial importance together with its proximity to Kumarakom; and in Udaipur given its importance as a popular leiure tourism destination. HI
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Hotelier India | March 2013
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Photograph: courtesy architect Sanjay Puri
DESIGN
54
Keeping the cool With changing technology and demands of the industry, how is the HVAC sector coping up?
BY BABITA KRISHNAN
A
sub-discipline of mechanical engineering, HVAC stands for heating, ventilating, and air conditioning (sometimes referred to as climate control); it is the technology of indoor and automotive environmental comfort. HVAC is usually used for large buildings because it helps control their interior temperature. The purpose of HVAC systems is to create acceptable indoor air quality, maintain temperature control and to provide a system that is cost effective for consumers. They stemmed from the industrial revolution and were created to promote higher efficiency heating and cooling systems – new
March 2013 | Hotelier India
54-60_HI_MAR13_Design-HVAC_Revised.indd 54
methods of modernisation, higher efficiency, and system control are constantly introduced by companies and inventors worldwide. To further help define HVAC, it is important to understand the components of heating, ventilating, and air conditioning. Heating is the process of bringing heat to different spaces using a variety of sources. Heating systems usually refer to the way air, water or steam is heated using a boiler, furnace or heat pump to then distribute air to a space. This system usually also requires the use of ductwork or piping to distribute air throughout the space. Ventilation is bringing air in from the outside in a circulation system to replace inside air. There are two types of ventilation: natural and forced air ventilation.
Last, air conditioning is simply the removal of heat from a space. The three central functions of heating, ventilating, and airconditioning are interrelated, especially with the need to provide thermal comfort and acceptable indoor air quality within reasonable installation, operation, and maintenance costs. HVAC systems can provide ventilation, reduce air infiltration, and maintain pressure relationships between spaces. The means of air delivery and removal from spaces is known as room air distribution. Over the years manufactures have tried to make HVAC systems more efficient and cost effective for consumers due to high energy costs and more consumer environmental awareness. They have
D Caves Hotel has been designed to put minimal load on the HVAC system.
done this mainly with forced air systems that provide better heating and cooling for spaces with less energy requirements. This provides lower costs for homes and public buildings. “There are multiple ways to measure the efficiency, earlier it was measured by COP and EER, but now people have realized that there are multiple factors that influence this. One of the most important factors being considered now is part-load efficiency; an option where I can get the best lifecycle cost is more important than initial installation cost; another important thing is precise temperature control that will create a comfortable environment throughout,” says Amit Maheshwari, director marketing and strategy, Carrier India.
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01-03-2013 14:32:00
DESIGN
56
AQUA FORCE
Water cooled screw chiller 23 XRV from Carrier is a non-ODS system.
The starting point in carrying out an estimate both for cooling and heating, depends on the exterior climate and interior specified conditions. However, before taking up the heat load calculation, it is necessary to find fresh air requirements for each area in detail, as pressurisation is an important consideration. In modern buildings and construction, the design, installation, and control systems of these functions are integrated into one or more HVAC systems. Climate control and comfort in modern buildings is a major design issue. Heating, ventilation and air conditioning (HVAC) systems help to control the climate, and keep occupants comfortable by regulating the temperature and air flow. “There should be no south-facing rooms or public spaces in the hotel. This accounts for a substantial energy saving, reducing air conditioning costs and requirements,” says architect Sanjay Puri. “In all our hotels, we ensure, as far as possible, that this aspect plays a pivotal role in the layout at the conceptual
March 2013 | Hotelier India
54-60_HI_MAR13_Design-HVAC_Revised.indd 56
stages itself,” he adds. One needs to involve the HVAC provider from the drawing stage in hotel projects because of the scale. “We are there all through the execution stage,” says Maheshwari, “In the mid-level properties, we come in a little later. An evolved buyer will include us from the very beginning, irrespective of the scale of the property,” he reveals. While the architect and the consultants are very important as influencers, most HVAC brands share the latest information about their products and services with all three including the owner so that they can take an informed decision. But how does one decide the best solution for the property. The VRF systems that most hotels are now using, are more energy efficient informs Puri, who uses them in all his hotels now. “The diversity factor of the building decides the equipment. We have two brands – Carrier and Toshiba, and we offer high-wall cassettes systems for smaller spaces, VRF systems for the mid-size properties and chillers for large properties. In most cases, it would be a combina-
tion of different options depending on the demand of each area at the property,” says Maheshwari. As the technology changes, more and more innovations are coming in from the brands, and hotels are seeking to upgrade their solutions. Though most brands don’t do retro fits, changing a few components is generally the norm. Innovations that reduce the load on the HVAC systems and are, in turn, sustainable attract hotel brands and architects to the solution providers. “In Carrier, we have local-
With a capacity of 590-840kW, the AquaForce® 30XW-V screw chiller incorporates the innovative Greenspeed technology which delivers high performance and optimal energy consumption in demanding industrial and commercial settings. Utilising Greenspeed variable-frequency drive (VFD) technology, the AquaForce® 30XW-V is a premium solution for installers, consultants and building owners who require outstanding efficiency and operational performance. The inverter-driven, twin-rotor screw compressors allow the precise matching of capacity and building load changes and significantly reduce unit power input, especially at part load, achieving an Integrated Part Load Value (IPLV) of 10. This efficiency level can reduce a building’s air conditioning energy consumption by up to about 30 per cent compared to a chiller that uses a fixed-speed screw compressor system. Based on budget and return-on-investment (ROI) analysis, Aquaforce® with Greenspeed technology offers customers a bestin-class solution with ROI achieved in less than two years compared to traditional alternatives.
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DESIGN
58
CASE STUDY ITC Hotel Royal Gardenia, Bengaluru
SMMSi range of air conditioners from Toshiba.
Amit Maheshwari.
ized chillers, chillers with green speed and variable speed technology and Aqua-forced chillers. The R410a refrigerant-based ducted units come with best-inclass height with a BEE label,” reveals Maheshwari. “Under the brand Toshiba, Carrier has introduced the SMMSi range of Variable Refrigerant Flow commercial air conditioners,” he says. Inverter systems save energy as continuous operation offers the same capacity with lower power consumption. This benefits occupants by maintaining constant room temperatures and benefits the envi-
March 2013 | Hotelier India
54-60_HI_MAR13_Design-HVAC_Revised.indd 58
ronment by reducing energy consumption. These innovations also show the industry gravitating towards green solutions. You protect the environment if your product consumes less energy – then it is sustainable. This depends on the refrigerants used in the HVAC solution. There are projects underway and studies being conducted by brands and independent bodies to give more sustainable solutions to the HVAC industry. If you use ODS (Ozone Depleting Substance), they are harmful and there is a distinctive shift towards non-ODS systems. “We were probably the first ones to manufacture a non-ODS ducted system in India that was launched last year. But Toshiba has been using this technology for the past seven to eight years,” reveals Maheshwari. With an increasing consciousness towards creating a healthy environment and to reduce their carbon footprint, the hospitality industry is committed to creating sustainable properties – and it is a collective responsibility of all stake holders. These case studies are a case in point.
Carrier Airconditioning & Refrigeration Ltd. (Carrier India) provided an energy efficient cooling solution for the ITC Hotel Royal Gardenia, Bengaluru, which was awarded the Leadership in Energy and Environmental Design (LEED®) Platinum Rating by the Indian Green Building Council, making it the worlds largest and Asia’s first LEED Platinum Rated Green Hotel, according to ITC. In alignment with LEED principles, the ITC Royal Gardenia is focused on delivering “Responsible Luxury.” According to its philosophy of “Forward to Green, Back to Nature,” the ITC Royal Gardenia employs forward-looking environmentally sustainable practices such as energy efficient operations, zero solid waste management, and green banqueting, while merg-
ing the physical aspects of the hotel with nature. To optimise energy consumption, ITC Royal Gardenia required the most efficient chiller system that would meet the demands of the local climate and the challenging energy needs of a hotel. The product selected was Carrier’s worldleading non-ozone depleting Evergreen® 23XRV screw chiller that achieves 40 per cent more energy savings than the US industry standard. Carrier’s experts partnered with the inhouse technical team from the inception of the Royal Gardenia project to provide a solution that would ultimately meet and exceed the customer’s requirements and set new benchmarks in efficiency for the hospitality and the heating, ventilation and air conditioning industry.
The LEED-certified ITC Gardenia is coded by Carrier India.
Digital ducted system from Carrier India.
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DESIGN
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CASE STUDY D.Caves, Hyderabad Architect Sanjay Puri designed this hotel around the milieu. In several parts of Hyderabad, large boulders are part of the surroundings and the small one acre site, on which the DCaves resort is located, has 50-feet-high gigantic boulders that rise up from all ends. The actual hotel is located at the highest point of the site, which has unrestricted views of the surroundings. “In D Caves Hotel, we designed all the public spaces facing north with large outdoor decks for the restaurant and bar that are usable most days of the year since they get indirect north light only and remain cool through the day. The corridors to the rooms are naturally ventilated, shielded by the site topography which was very steep in this location. The rooms are oriented towards the northwest thereby making them more energy efficient too,” explains Sanjay Puri.
LOCATION: Muraharipalli Village, Near Genome Valley, Medchal Mandal, Kompally, Hyderabad, Andhra Pradesh, India.
THE PROJECT: 50-feet-high boulders sit in the centre of this small one acre site that rises up steeply from all sides with a 30 feet level difference from the edges to the centre. Skirted by small roads on all sides, the site at its highest level enjoys unrestricted open views in all directions while being picturesque in itself with the sculptural formation of large boulders traversing the site. The client’s requirements were to create a midscale small resort hotel with the rules not permitting a structure of more than two levels. 27 residential rooms are created in three linear blocks on one side of the plot stepping down along the natural slope of the site. Service areas and food and beverage spaces including a restaurant, a bar and a sky deck
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Architect Sanjay Puri
are grouped together occupying north-west corner of the site. A health club and gymnasium form another small building on the east side of the plot while a conferencing facility is created in a separate small block.
All public spaces face north with large outdoor decks.
SPECIAL FEATURES : To preserve each of the majestic boulders that predominantly occupies the central portion of the small site, the design creates a series of spaces fragmented around the boulders. This allows the built space to be seen as an assemblage of small blocks interspersed with the boulders while creating spaces that enjoy uninterrupted views of the natural surroundings on the outside by elevating them and interesting views of the sculptural boulders on the inside. The interspersed rectilinear built spaces with the natural boulders create interesting juxtapositions and the internal spaces within the plot are perceived in varying compositions from each functional part of this small hotel. The design thus retains the natural landscape of the site in the entirety with minimal intervention by the built forms that contrast in their linearity with the verticality of the boulders on site creating a movement pattern that constantly allows one to feel the natural surroundings both within the site and the surroundings.
AWARDS: 1. Winner of the most Green /
The open decks ensure ventilation and natural light into the space.
The bar lounge remains cool during the day.
Sustainable Hotel of the Year by Hospitality Design, New York, 2012 2. Winner of the Certificate of Excellence in the Perspective Awards Hong Kong in the Green / Sustainable Build Category, 2012
3. Commendation Trophy in the 21st Architect of the Year Awards by JK Cement , 2011 4. Winner of The Outstanding Contribution in Architectural & Structural sector (Hospitality) in the EPC World Awards, India, 2010 HI
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NEWS
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Kitchen equipment... p66
Ops&Services • News • Events • Awards • Movements • Launches
Harman lifestyle showroom in Bengaluru First exclusive experience centre in Silicon City
Harman Showroom Bangalore Harman India MD Anand Ramamoorthy in the company’s newly opened showroom.
LAUNCH The exclusive Harman lifestyle showroom will feature a comprehensive range of its lifestyle products including JBL, Harman Kardon and AKG. The store was inaugurated by Anand Ramamoorthy, country head and managing director, India operations, Harman International
(India), at Phoenix Market City mall, Bengaluru. “We are focused on providing customers access to our unmatched portfolio of speakers, headphones, docking systems and home theatre systems in India. At this exclusive Harman store, customers will have access to our audio and product experts.” said Anand Ramamoorthy.
Houskeeping tricks... p74
Rational celebrates 40th anniversary Professional kitchens to remain a key focus MILESTONE When the founder, shareholder and current chairman of the supervisory board Siegfried Meister began producing new hot air technology 40 years ago, his goal was to aid those preparing hot food in professional kitchens. Recounting the journey in a press statement, the company reveals: Rational’s innovative technology superseded conventional ovens that were used in the commercial sector. But that wasn’t enough. In 1976, Siegfried Meister and his then very small team added steam to the hot dry air and combined this with a patented control system. This was the birth of the combi-steamer, which unleashed a veritable revolution in large and commercial kitchens; it transformed production processes and influenced the entire industry. “To this day, it has been our supreme corporate objective to always offer our customers maximum benefits. We know the requirements and needs of our
Dr. Gunther Blaschke.
customers and are therefore better able than others to solve their problems and continuously improve their working world. Our motto this year is to further enhance customer benefits, as higher customer benefits increase the attractiveness and appeal of our brand,” says Dr Günter Blaschke, chairman of the Board of Rational AG.
Serta pumps up distribution network Products available at franchisees across Indian metros EXPANSION Beginning March 2013 Serta mattresses will be available at franchisees located at all metros all over India. Buyers can select from a total of 22 mattress models. Serta says it is the preferred brand
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for most of the 5-star hotel properties worldwide and it has already made inroads into the Indian hospitality industry with clients like the Courtyard by Marriott (Pune), Hilton (Chennai), Hyatt Regency (Delhi), JW Marriott (Bangalore) and Leela properties all over the country.
Serta Crowning Glory from the Perfect Sleeper Collection.
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03-02-2012 14:58:26
COLLECTIVELY Representing Around 45% of the
World’s Branded Inventory Leading 0.7 Million Employees
Controlling Almost 11,000
Properties
Operating Close to 2
Million Rooms
COLLECTIVELY Representing Around 45% of the
World’s Branded Inventory Leading 0.7 Million Employees
Controlling Almost 11,000
Properties
Operating Close to 2
Million Rooms
SUPPLIER INTERVIEW
66
Safety first
Industry is realising the importance of second-generation security systems says Amar Subash, GM Tyco Fire & Security India Pvt. Ltd. BY BABITA KRISHNAN
W
ith a global strength of 69,000 employees in over 1,000 locations, Tyco is reputedly the world leader in fire protection and security solutions that takes a consultative approach to delivering tailored, industry-specific solutions. Offering products and solutions across many verticals, the company’s global reach allows it to anticipate changes across geographies and industries, and deploy the right solutions rapidly – even in the most challenging and demanding environments. In India, Tyco is a full service provider with national presence with 10 offices, direct sales presence in 25 major cities and monitoring coverage around 350 towns. Not only does the team ensure successful integration of security, building management and life safety solutions, the Center of Excellence in Bangalore is working to develop “India for India” products and customising global technology platforms to suit Indian conditions and requirements. HI What are the services that you provide specific to the hospitality industry? Tyco is the world’s largest provider of fire and electronic security services. Our total hospitality fire and security solutions include fire detection, fire suppression including Ansul kitchen hood systems, CCTVs, access control, building management solutions, physical security, integrated fire and security solutions apart from retail anti-theft solutions and POS integration for
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retailers operating within the hotel premises. HI In terms of priority, where do hotels place security systems? In India, post the Mumbai attacks hotels have started taking security very seriously with leading hotels having begun to implement stringent security systems. However, for a vast majority, security is one but not the main priority. This has led to increased use of first-generation security apparatus while the global market has moved to secondgeneration equipments. This can be primarily attributed to the level of awareness and the cost factor involved in the entire project.
How do you integrate the traditional security systems? Tyco’s holistic approach to systems integration begins with the customer. We believe in working closely with our customer as a long-term partner, helping them meet their security needs as their businesses grow and evolve. To achieve that, our approach is to start with the customer’s work process, understanding their operHI
The Illustra-600 series.
Kitchen applications are as important as any other area in the hotel.
OUR GREATEST STRENGTH CONTINUES TO BE OUR CUSTOMERS – AS MANY STAND TESTIMONY TO THE SERVICES WE PROVIDE ations, listening to their needs and thereafter, anticipating and planning for their future requirements. The main aim of integrating security systems is to combine various disparate sub-systems into a unified platform for ease of control, monitoring and management. This would usually involve, but not limited to, the integration of access control systems, video surveillance systems, fire detection and suppression systems and intrusion alarm systems. Being a global leader in the security industry also gives us the advantage of leveraging our experience and expertise to provide the latest technologies, security management practices and insights.
What have been some of the pathbreaking innovations from the brand? Tyco recently launched its latest security solution platform – Surveillint – designed to reduce complexity and streamline disparate systems while remaining highly scalable and customisable. It provides greater value to the commercial market by transforming both logical and physical security into a holistic model to provide efficiency and high-level security with a single platform. HI
HI At what stage of project development are security systems integrated into the scheme of things? Fire and security systems now feature in the very initial stage of hotel design in most of the proj-
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HI Are you ever faced with the security vs aesthetics dilemma? There is always a dilemma between necessity and aesthetics. With the development of concealed systems many requirements can be met within the design without the requirement of a protruding piece of security apparatus hindering the overall look of the place. The only area where there is a face off is with the Fire Alarm Systems as they need to be outside the façade of the room/ hotel decorative set ups. With increasing awareness, hotel operators are giving priority to the selection of the right products, investment in right technology and taking expert advice.
HI
Is competition a big challenge?
MARKET SHARE Tyco protects nearly 90% of fortune 500 companies, nearly 80% of world’s top 200 retailers, nearly 200+ hospitals, 300+ airports among others.
The competitive landscape in India comprises of both organised and unorganised players. The organised sector is still developing, manufacturers of high-end equipments are few in numbers, while the lower end is engaged in manufacturing equipments at affordable prices. The challenges in the market for Tyco are the pace of decision making and the absence of stronger legislation to enforce stricter security norms. Sometimes, we find customers buying solutions inappropriate to their requirements. However, this is a normal pattern and directly linked
to the level of awareness in the Indian security market. What is the USP of Tyco? We focus on integrated systems which include complete fire and security systems being integrated to ensure seamless interface into one control command centre and total life and asset security solutions. We offer a one-stop shop for all client needs and leverage our account management programme, standardisation and consistency in delivery and installation, quick and efficient after sales service. We are presently executing our systems at leading hotels across India. However, as security is a key and sensitive issue, the project details and our customers list is confidential. HI
How do you keep pace with changing technology? We are constantly innovating – like latest technologies in intrusion
detection and monitoring. We are in the process of formulating various ways to converge and capitalize different technologies to build some unique solutions for varied verticals. In the fire detection and protection sector, we have developed the water mist technology. We are also trying to discover different ways to fight fire effectively from a distance. Our global team along with the R&D team based at Tyco’s India Center of Excellence in Bangalore is working towards achieving this goal. We have around 100+ engineers closely connected with our team in US and developing exclusive products to fit the Indian market. HI
SUPPLIER INTERVIEW
ects. Product selection and integration with design happens as the project progresses and finalisation usually happens when the project nears its end.
HI
GM Tyco Fire & Security India. AMAR SUBASH,
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The taste-maker’s tools It takes culinary genius to turn out lip-smacking, creatively presented food but the icing on the cake can often be turned out quickly and with more perfection, with the help of new-age technology
BY RAYNAH COUTINHO
O
ften when it comes to symmetry, consistency in presentation, sometimes texture and of course, the need to cater to more covers in a shorter turnaround time and in all probability with fewer hands, machines can come to the rescue of the person wearing the tall hat.
CHEF’S ORDERS When it comes to what chefs want in their culinary tools, Manish Sharma, corporate chef and incharge of food and beverage services, Keys Hotels, sums it up: “My dream kitchen will resemble 007’s workshop. It will be extremely
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compact with my combo oven, cooking ranges, salamanders, storages at a hand’s distance,” he says. True enough. Back-ofhouse spaces are getting smaller and teams are shrinking, meaning that the picture he paints is pretty much apt for hospitality today. As such, compact is one of the foremost demands from hoteliers to suppliers. “Weber grills are engineered for its simplicity of use and are fashioned to create almost no mess,” says Sivakumar Kandaswamy, vice-president and country head, Weber-Stephen Barbecue Products India. Similarly, kitchen equipment giant Rational is responding to space-related demands from hotels. “Most restaurants, bakeries and bars are
struggling with a limitation of space. For example, usual kitchens offer a small area for equipment like a stove, oven, steamer and grill. Rational combines all these cook-
DOUBLE UP!
Use a chocolate fondue machine to create rabdi ing applications into a single unit which needs a space of one square meter only,” says Pinaki Banerjee, chief representative India, Rational India.
“In all kitchen equipment, we look for a consistent output — which is very important for guest satisfaction, low wastage and high efficiency that will support available man power. Technology that allows us to keep up with trends like picture-cakes, homemade chocolate, enrobing and candy making,” says Vikas Shrivastava, executive pastry chef, Le Meridien Delhi. “A machine that kneads, preportions, proves and does the final baking would be perfect,” says Vikas Grover, executive chef, Aditya Sarovar Premiere Hyderabad. Automation is indeed a big consideration, particularly with fewer hands. “Being able to cook without having to stand over the stove constantly to check the cooking
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Avinash Singh.
Manish Sharma.
process and to get the perfect food result just by the push of a button is something chefs have dreamed of,” says Banerjee. Moreover, the demand for automation — or at least innovation — is heightened when it comes to the need to maintain squeakyclean kitchens. Suppliers are not far behind in this area either: “Our dishwashers are DIN, CE certified. The deep-drawn tanks that lack welding joints make them easy-toclean, besides their automatic selfcleaning feature. The single-button colour-coded operation is easy to understand and operate. For cooking equipment too, ITW’s Bonnet has a special horizontal cooking design that simplifies cleaning, specially the single I-top which does has no joints between two-piece of cooking equipment as these are home to growth of bacteria,” says Avinash Singh, general manager ITW Food Equipment Group. Across the board, chefs call for better monetary deals, especially as hotels throw in discounts for local diners and all-inclusive packages for resident guests. “These heavy equipments certainly increase a kitchen’s efficiency but it takes a lot of time to break even on the
chocolate tempering and moulding machine which capable of moulding chocolate and hollow figures. Grover wants equipment that will ease the process of making rotis. “Visually appealing” is yet another demand that kings of kitchens today put on the table because of the increased amount of live cooking and show kitchens doing the rounds. Kandaswamy says, “Guests are demanding more interactive experiences compared to simply putting out chafing dishes for serving food.” He adds that another reason why chefs are turning to barbecue equipment is to respond to the demand for slow cooking: “Slow cooking, which includes grilling and smoking is gaining a lot of ground world over and it won’t be long before it becomes a trend-setter in the Indian culinary world,” he adds. Executive chef Devwrat Jategaonkor at the Radisson Blu Resort and Spa Alibaug — who has evidently delved deep into the science of his equipment says, “I think the quality of the spare parts is the differentiator between Indian products and imported. If there Appliances that save space, such as Rational’s SelfCookingCenter® whiteffiency®, are in demand. is no compromise on the quality investment. Another concern is after sales support, which in my opinion remains a sore point,” says Sharma. When prodded on what dream kitchens should look like, he says, “My dream kitchen would be people-friendly with equipment that allows me to serve the food as well as do my mise en place at one place.” A dream-come-true piece of equipment for Shrivastava is the Hermes JKV 30 which is a
Vikas Grover.
Vikas Shrivastava.
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Weber’s barbecue equipment is designed to create no mess, another key demand from chefs.
www.hotelierindia.com
01-03-2013 14:38:17
The new SelfCookingCenter® whitefficiency®
The standard for Indian and Western cuisine
up to
400
portions Yellow Daal in 35 minutes.
The patented HiDensityControl® – the reinvention of cooking quality
30 % more capacity* less energy up to 70 % consumption* up to
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You can grill, bake, roast, steam and much more in just one single unit. The operation is child’s play. You get generations of cooking experience at your fingertips. You select food, define result. That’s it! Visit our RATIONAL CookingLive event. Reservations under www.rational-online.in or call our office in Gurgaon +91 124 4635865.
FOOD
72
Pinaki Banerjee
Chefs are faced with the problem of fewer hands alongside demands for better, more consistent output.
Sivakumar Kandaswamy.
FAVOURITE THINGS “My favourite equipment is Robot Coupe’s Mini Variable Speed Immersion Blender. It is a work of art. It serves the purpose of pulveriser, grinder, and blender-all in one. To add to its advantages, it’s so handy that you don’t have to move from your place to use it and your work will be done in a jiffy,” Manish Sharma “My favourite equipment is an oven — the most basic of all; every baker’s best friend and god. Ovens have seen a enormous evolution but it didn’t happen all of a sudden; it took generations. It has evolved from a simple pit roasting pot to a modern day complex mechanical device. From gas to electric ovens, from stand by ovens to rotary ovens and many new variations are expected in the market,” Vikas Shrivastava “The combi-oven, which can be used for all cooking purposes, is my favourite. It saves on time, space and manpower,” Devwrat Jategaonkor
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MY DREAM KITCHEN WOULD BE PEOPLEFRIENDLY WITH EQUIPMENT THAT ALLOWS ME TO SERVE THE FOOD AS WELL AS DO MY MISE EN PLACE AT ONE PLACE Manish Sharma of these, it will directly impact on durability and product quality.”
NEW TECH GOES GREEN The single largest trend across kitchen equipment is energy efficiency. Kitchens are said to come next in line to HVAC — admittedly, they are a distant second — as a hotel’s biggest consumers of energy. Suppliers are finding this to be an important need to cater to. “ITW Food Equipment Group has brought in the most energy efficient options across bakeries, bars and kitchens,” says Singh. The group’s Baxter and Hobart brands are for bakeries, Gamko for bars; for kitchens there are Hobart, Foster, Bonnet,Vulcan and Elro brands. He elaborates: “With a combination of steam and fresh-waterrinse, our machines have the industry’s least fresh water consumption of one litre per rack. Less water consumption means less heat-
ing and lower carbon emissions. Our brand Foster has revolutionised professional refrigeration - a Hydrocarbon option is available at no extra cost. Hydrocarbon is a naturally occurring refrigeration gas, the only commercial gas that boasts zero ozone depletion and has mini-
mal global warming potential.” ITW’s Bonnet brand has specially designed burners with horizontal flames. Singh explains that these bring down the loss in heat energy. At another kitchenware giant, Rational, the latest product is the SelfCookingCenter® whiteffiency® that enables chefs to control the cooking process in the best way for each product irrespective of whether it is fish, meat, poultry, bakery products, egg or side dishes — even taking the desired result into account. “The focus is on
Chefs would appreciate not having to stand over the fire all the time.
www.hotelierindia.com
01-03-2013 14:38:59
Stay First Introducing the world´s first “ invisible” electronic lock
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FOOD
74
CINDERELLA STORY
Jategaonkar’s stunning butter sculpture was fashioned out of tools that he created in-house.
products that not only bring hotels financial savings through lower consumption of power, water, fat and raw materials and reduced use of chemicals by “automatic descaling with the new CareControl function, but also help our customers operate in a sustainable manner,” says Banerjee. He adds that the company’s newest product, the SelfCooking-
Center® whiteffiency® requires significantly less energy, water and raw materials by transmitting heat to the product by means of steam, hot air or a combination of the two. “In terms of figures this means, for example, that the use of raw materials is reduced by up to 20 per cent through optimised cooking processes compared to our previous model. Furthermore,
the unit requires up to 70 per cent less energy compared to traditional kitchens without any combisteamer,” he says. At Weber, an eco-friendly alternative to coal is being touted. “Weber sells charcoal briquettes which are made from coconut shell waste. They burn longer, emit less ash and smoke and are environment friendly,” says Kandaswamy. HI
Jategaonkar won India its first silver medal at the International Culinary Olympics 2012. We get him to tell us what tools it took: The butter sculpture was handcrafted. The tools used were fashioned in-house as per our requirements. We prepared these using vegetables and thermocol. I used carrots to punch doors and windows in the castle. Sharp wooden tools were used to carve intricate details. Bamboo sticks were used to carve hair and clothing. The biggest challenge was to transport it all the way from Alibaug to Erfurt in Germany. It was hand-crafted here and only the top tower was assembled in Germany. A special box which could hold all the tools as well as the wheels for transporting it were designed by me. Also, the temperature had to be kept below 30°C.
A WORLDWIDE LEADER IN COMMERCIAL LAUNDRY At IPSO, laundry is all we do. We’ve been Europe’s premier laundry manufacturer for over 40 years. Thanks to this long-lasting experience, our washer-extractors, tumble dryers, ironers and auxiliary equipment feature a reputation of reliability, quality and efficiency. What this means for you is more products, more services and more effective solutions for virtually every market and segment of the business. IPSO combines global skills with a local expertise through a worldwide network of 100 Partners in over 90 countries across the globe.
Visit www.ipso.eu for more info. Alliance International Nieuwstraat 146 B-8560 Wevelgem Belgium info@ipso.be March 2013 | Hotelier India
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ROUNDTABLE
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ABOUT OUR PANEL OF EXPERTS... APARNA CHAUHAN, Executive housekeeper, The Leela Palace Udaipur Her 15 years of experience includes the Taj group just prior to her present position, which she has held for the past year and a half. BALAGI SINGH, Executive housekeeper, Novotel Hyderabad Airport Has spent half of his decade-long hospitality experience at Accor . BHASKAR SURI, Executive housekeeper Jaipur Marriott Eight years of experience in hotels behind him, Suri has worked with Hyatt and Oberoi before Marriott. ARIJIT GANGULY, Executive housekeeper Crowne Plaza Today Gurgaon Gaguly joined with nine years of hospitality houskeeping experience. SWATI SINHA, Rooms division manager, Svenska Her experience covers the Oberoi and Marriott groups and hospitality education. AJAY DHAR Executive Housekeeper Optus Sarovar Premiere His 12 years in hotels spans Jaypee, Radisson and Hyatt prior to his current position.
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Enabling team bonding, providing empowerment and procurement of smaller trollies are the new moves in housekeeping.
The keepers L of perfection
BY RAYNAH COUTINHO
From small but significant cost-saving measures, to well-planned human resource allocation, new technology and best practices, we get housekeepers to spill the beans
ike every other department in hotel operations, housekeeping, is bracing itself to deal with a talent crunch — capable resources are hard to come by; and when trained, are sometimes not motivated, hence, at risk of being poached. But housekeepers have strategies to handle this. Costcutting is important here too, but as rooms are the backbone of a guest experience, the challenge is to achieve this with utmost care, so that the guest experience is left unscathed. echnology aids some of this; some of it is just innovation and most often it is about efficient management, say our panel of executive housekeepers.
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Q: What new technology are you employing to keep service standards at their best? When was this procured/ implemented? Ajay Dhar: New technology and innovation in materials have emerged in recent years to significantly increase housekeeping efficiency and effectiveness with proven bottom-line benefits. However, in general, housekeeping has not seen any fundamental changes for a number of decades. We are using microfiber cloths which are eco-friendly due to the absence of chemicals and cost effective, besides also displaying better cleaning results. Aparna Chauhan: The light-indicators inside the room (which can be regulated from the console near the bed) update the room status to ‘Do Not Disturb’ or ‘Please Make My Room’ at the room entrance out-
side. We also use Triton messaging service and alerts — to update guest requests and complaints. Modern technology in laundry has allowed the property to migrate to liquid laundry from the manual dozing system. The property uses top-of-the-line equipments such as Vaccumates and Acquamates for cleaning surfaces, a reflect-ometer to determine the Whiteness Factor of fabrics in the laundry, PPM measurement system to measure the softness of water, double disc scrubbers, Ziffy Machine for pressing, and so on. Special artisans are employed to maintain artifacts and paintings. Arijit Ganguly: We recently introduced Divermite, a newlylaunched technology from Diversey to dispense a concentrated R-series chemical. This new system does not require water supply and it saves on time taken to dilute chemicals. The effectiveness of the chemicals is also optimised in this new system. Balagi Singh: We use microfiber dusters, which have a much longer life span than ordinary cloths, and therefore the turnover and cost.
Q: What is your current staff:room ratio for housekeeping and what initiatives are being undertaken to improve the time taken to cover a given amount of rooms? Dhar: We have ratio of 1:16 or five staff for a 80-room hotel. A small initiative taken was to start using smaller trolleys which navigate corridors faster. Chauhan: Ours is 0.66:1, excluding the horticulture and laundry department. Considering we are a palace hotel, initiatives that retain the luxury while accelerating the process include: separate floor butler, who also provide help to housekeeping and are responsible for managing mini-bars; and corridor boys whose role is to fill all the pantries and trolleys with the required linen and amenities. The new trend is to rope butlers into housekeeping functions.
Q: Any initiatives that you can cite (taken during the last year) where you’ve managed to curb housekeeping costs?
Housekeepers across the board have switched over to microfiber. Dhar: We have reduced the volume of discarded newsprint generated by giving out newspapers in a central location such as the lobby or restaurant rather than distributing them to each guest room. At check-in, we ask guests whether they would like a newspaper and provide a door hanger only for those who want in-room delivery. We have made a process where we wait to replace tissues in bathrooms until dispensers are almost empty. Leave new rolls or boxes for the guests to replace. We replace half rolls and save them for use in employee restrooms. Chauhan: FRP dustbin liners have made a significant contribution to reduce the repeated and regular cost on manpower, paint, etc. Ganguly: We combine the efforts of in-house staff and outsourced manpower operations. Singh: We did a cost-comparison of guest room supplies of all network hotels and found huge cost variance on same product between two hotels, following which procurement teams were asked to renegotiate rates for the group as a whole. Suri: Besides the usual, we recycle citronella pots as fire torches at lobby. Sinha: We haven’t purchased dusters for the past six months and are making use of our discarded bed and bath linen for the same. Our inhouse tailor stitches and tags them uniquely for different tasks.
Ganguly: The current staff-room ratio at Crowne Plaza Today Gurgaon is 1: 3. Singh: Ours is 1:19. All achieved by training and effective checklists. Suri: Our staff:room ratio is 30: 292, achieved through pre-readied trolleys for turnarounds and, of course, effective rosters. Sinha: The overall net staff ratio to rooms ratio is 3:2. We have a private butler service for all categories of rooms, under which, our butlers are completely responsible for housekeeping, concierge as well as in-room dining. Our butler staff to room ratio is 8:29. We have done away with chambermaid’s trolleys as manoeuvring them takes time — we use cane caddies instead and have pantry space for every five guestrooms. Also, a regular time and motion study is done with the team to ensure continuous increase in productivity and efficiency.
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79 ROUNDTABLE
Q: Does your property have any programme to keep you updated on the latest technological advances/application that might help you?
Italy
18-22 Oct. 2013
Vacumates are a newly popular gadget.
Q: Green initiatives, if any, besides re-use linen tent cards? Dhar: There are several. A notable one is adding air to the flow of water emerging from taps, shower-
Ecolab, IHM Pusa and so on to learn about trends. Singh: I attend a lot of exhibitions to stay updated.
heads and aerators, which reduces the actual amount of water leaving the faucet while maintaining good water pressure. Chauhan: We started using batteryoperated candles for the evening candle set up. Singh: Solar-powered hot water systems and a kitchen garden.
Q: What are the three top challenges of housekeeping today? How do you tackle them at your property? Chauhan: Besides a talent crunch and the need for rigorous training to bring freshers up to Leela standards, the lead time for procurement of imported guestroom amenities often becomes a challenge. Ganguly: Talent and poaching are problems which we tackle through regular training and motivation. Besides that, pest control of the property is another crucial challenge, handled best through regular fogging in the outer periphery and periodic fumigation. Singh: Housekeeping as a department has always been full of unsung heroes. I believe the best way to keep staff motivated is by empowering them to take decisions in their areas of responsibility – it gives them a sense of pride. Suri: Maintenance of exterior product due to harsh weather conditions is a challange. Sinha: Besides the usual staff turnover and cost-control issues, due to a lot of black reflective surfaces, visible lints are a real challenge. Settling of lints on black reflective surfaces is quite natural, but to minimise it by 80 per cent, we have resorted to de-ionisers, which apart from leaving the guestrooms lint free, allows the flow of fresh and clean air in the room, making the environment much lighter.
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www.host.fieramilano.it
Dhar: http://connect.hospitalitystar.com keeps me updated on the latest trends. Team members also go to workshops by Diversy India,
Furniture
Host in the world www.fhwexpo.com
India China Brazil Turkey
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PRODUCTS
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Round-up of the newest products NAVAN CNX
MATRIX COMSEC Website: www.MatrixComSec.com
Vadodara-based Matrix ComSec has launched Navan CNX. It is an office-in-a-box solution offering voice, data, internet and mobility from a compact and converged platform. It delivers secure internet access, wireless mobility, firewall and security, VPN and enterprise-like call management features for all office communications needs. It overcomes the complexities of employing separate devices for each function such as phone system, network switches, wi-fi routers and voice gateways to simplify the communication infrastructure and reduce total cost of ownership. Reusability of existing telephones and IT devices helps in investment protection and replacement of older phone system.
REVEL PERFORMA3 SERIES LOUDSPEAKERS Harman’s luxury Revel Performa3 loudspeakers deploy proprietary drivers throughout. The 1-inch aluminium-dome tweeters deliver airy, extended high-frequency response to beyond 20 kHz. The tweeters operate into an exclusive patent-pending Acoustic Lens Waveguide that is shaped using an entirely-new mathematical approach. These new waveguides result in an utterly seamless transition from the midrange to tweeter. The midrange and lowfrequency drivers employ aluminium cones and sophisticated motor systems for high resolution and low distortion. The cones have integral ribs that add strength and rigidity without added mass, resulting in very low distortion for more natural vocal and instrumental reproduction. The drivers incorporate additional refinements including cast-aluminium frames and efficiently vented, high-power motor structures, to deliver the same superb sonic character over an extraordinarily wide dynamic range. The loudspeakers offer a choice of high-gloss walnut or piano black finishes. Models F206, M105 and C205 are also available in high-gloss piano white. Model S206 is only available in matte black. Harman Website: www.harman.in
March 2013 | Hotelier India
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PRODUCTS
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URBAN RETREAT CARPET TILES Interface’s new nature-inspired collection of tiles Urban Retreat has been designed by David Oakey, who specialises in nature-inspired design. The collection is inspired by Biophilia hypothesis which says that humans respond positively to nature. The logical extension of this is that including natural elements in urban built environments has a healthy effect on people. Colour palettes within the Urban Retreat collection are evocative of heritage stones, forests, and savannah grasses. The tiles include patterns with soft edges, reminiscent of lichen on a stone wall or moss in the elbow of a branch. The collection’s distinctive woven look was created with Interface’s computer-driven tapestry machine, which the company says is the first of its kind in Europe.
INTERFACE Website: www.interface.com
UDIVINE OSIM India has launched the human-3D massage chair, uDivine. It consists of a strategically-positioned system of airbags, kneading discs and automatic body detection. One can choose between a kneading massage, with thumb kneading action; tapping; dual, which is a combination of the two and full or partial rolling. The massage chair is also equipped with shoulder detection sensors that ensures a full curative effect of a personalised massage and an mp3 player complete with built-in speakers. It is available in grey, red and blue.
OSIM Website: www.osim.com
PERGO Website: www.pergo.com
ORIGINAL EXCELLENCE LAMINATE FLOORS Pergo’s latest collection, Original Excellence, is designed to handle high traffic public environments. The high durability of the laminate floors in this collection emerges from aluminium oxide that is sprinkled over the planks. According to Pergo, anti-microbial technology used in this new collection neutralises these harmful organisms. The new collection has been given Fire Class Bfl-s1 which means that the planks don’t easily contribute to fire. The planks are available in dimensions 1200X200mm, 1200X140mm, 1200X400mm, 600X200mm and 400X400mm.
March 2013 | Hotelier India
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CHECKING OUT
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Hotel Trivia
10 things you didn’t know about… Taj Falaknuma Palace There are about
16 27 38 49 510
5,900
books written in nine different languages in the Palace Library which was built on the lines of one at the Windsor Castle.
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There are 10 different types of Chandeliers in the palace, which are about
100 years old. In 1902, Jade articles worth
100 MILLION dollars were displayed in the Jade Room.
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45 different tunes for about an hour.
The sixth Nizam, Mir Mehboob Ali Khan Pasha, stayed in the Palace from 1895 –1911, which was later used as a Royal Guest House to host King George Vth and Queen Mary, and the last Czar of Russia.
’Dining Table’ is the longest table in the world @ 108 ft.
March 2013 | Hotelier India
The Orchestrian is a two-ton manually operated musical organ, said to be one of four of its kind and used to play
Above the central hall, at a height of
18 METERS, is the beautiful wooden ceiling which doesn’t have any vertical or horizontal support and has not been re-polished till now.
The seventh Nizam purchased all the furniture on display when he had gone to the Coronation of Edward VIIth in Delhi and built a building in the Palace to retrofit it. It was later called the Coronation Hall.
The bathtub of Queen Ujjala Begum, wife of the sixth Nizam, is made of ONE
OF ZINC
PIECE
with hot and cold water systems like a jacuzzi, and pores for perfume spray.
French painter Jean
Gaudier created one of its kind paintings with 3-D effect in the palace vestibule.
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01-03-2013 16:36:35
Mitsubishi Electric India Pvt. Ltd.
Head Office: Address 2nd Floor , Tower A & B, DLF Cyber Greens, DLF Cyber City , DLF Phase 3, Gurgaon - 122002. (Haryana) Tel. No:0124 4630300 Mobile: 9810304235 / 9818203205 Website: www.mitsubishielectric.in Email : customersupport@asia.meap.com Customer Care/Toll Free No: 1800 1022 626 Branch Office / Sales Contact - Chandigarh: Tel: 0172-4601645 Mobile: 9872656466. Jaipur Tel: 0141-4011109 / 9910011767. Mumbai Mobile: 9322164448 / 9619966613. Pune Tel: 020 27102000 Ext: 343 Mobile: 9545130895 / 9890614499. Ahmedabad Mobile: 9824112118 / 9978997660. Bangalore Tel: 080-40201600, Mobile: 9663375611 / 9036015699. Chennai Mobile: 9962518526 / 9840827180. Hyderabad Mobile: 9949900399 / 8897967897. Kochi Mobile: 9846013451 / 8129445670. Kolkata: 9903037097. Lucknow: 9918101640. Coimbatore: 9500998856 / 9840827180. Indore: 9755026264. Nagpur: 9921442323. Surat: 9327240082. Vijaywada: 8498894567
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