Contents MAY 16-31, 2013
Vol 8 No.15 MAY 16-31, 2013
Chairman of the Board Viveck Goenka Editor Reema Lokesh* Assistant Editor Steena Joy Associate Editor Sudipta Dev CONTENT TEAM Mumbai
MARKET
MANAGEMENT
J&K Tourism looking at investors to set up hotels and resorts in the state ......................................05
Sayoni Bhaduri, Kahini Chakraborty Kolkata Joy Roy Choudhury Editorial Associates Marcellus Baptista, H A Mishra, Harpal Singh Sokhi, P S Sundar, M S Ram Advisory Board Anil Madhok, Rajeev Chopra, Santosh Shidhaye, Homi Aibara,
Food Hospitality World 2013 returns to Bengaluru for its 20th edition ................................................................05 Worldhotels to tie-up with more hotels in 12-15 months ..........................................................06 Best Western AVN Arogya to give a fillip to medical tourism in Tamil Nadu ................................06 Remove Trans from daily diet ......................................07 Uniforms Unlimited introduces Dezenia........................09
Param Kannampilly, K V Simon,
Serving silently ... ....................................................16
CHEF’S PLATTER
Jiggs Kalra, Jose Dominic,
Building relationships ...............................................19
Raju Shahani, N S Bhuie, Nirmal Khandelwal,
Passage to India ... ....................................................20
Muralidharan Menon, Narendra Verma, Prakash Mankar,
EDGE
M Narayanan MARKETING
Oriental inspiration .........................11
Deputy General Manager Sachin Shenoy
Search for the culinary genius ..................12
Marketing Team Dattaram Kandalkar, Rajan Nair
The Dilmah 'Real High Tea Challenge' returns for 2013 .................13
Marketing Coordination Darshana Chauhan Asst.Manager - Scheduling & Coordination Arvind Mane CIRCULATION Mohan Varadakar PRODUCTION
Hotel Industry Trends in Technology, Sustainability Survey 2013 ......................................23
General Manager B R Tipnis Production Manager
HIGH SPRITS
Understanding loyalty ............................................26
Bhadresh Valia Layout Ratilal Ladani, Kiran Parker
LIFE
Asst. Art Director Surajit Patro Chief Designer Pravin Temble Senior Graphic Designer Rushikesh Konka Photo Editor Sandeep Patil
Express Hospitality Reg.No.MH/MR/SOUTH-44/2013-15 RNI Regn. No.MAHENG/2005/21391. Published by Vaidehi Thakar on behalf of the Proprietor The Indian Express Limited from Express Towers, 2nd floor, Nariman Point, Mumbai 400 021 and Printed by her at the Indian Express Press, at Plot No.EL-208,TTC Industrial Area, Mahape, Navi Mumbai 400 710 (Editorial & Administrative :The Indian Express Ltd, 1st floor, Express Towers, Nariman Point, Mumbai-400021). Editor Reema Lokesh* (* Responsible for selection of matter under PRB Act) Copyright @ 2011
The Indian Express Ltd. All rights reserved throughout the world. Reproduction in any manner, electronic or otherwise, in whole or in part, without prior written permission is prohibited. May 16-31, 2013
The new Tiger in India ................................................14 Cathay Pacific introduces Grand Cru wines Saint Emilion ..............................................15
Train your sights on becoming a trainer ....................27 A new vision ............................................................28
REGULARS
Editor’s Note ..............................................................................................................................................................04 New Kids on The Block..............................................................................................................................................08 Product Tracker..........................................................................................................................................................10 Movements ................................................................................................................................................................29 Weekend....................................................................................................................................................................45 www.expresshospitality.com
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EDITOR’S NOTE
Service under the spotlight part from eateries and restaurants shutting shop for a day in protest against the new service tax levied by the Central government, the fortnight has also witnessed the travel agents community adopt a similar measure to protest against not only service tax but also zero commissions. Both the strikes being a nation-wide voluntary protest, sadly reflects the abject condition of the industry which has to literally take to the streets to voice its angst. In Mumbai, in response to the call given by Association of Hotels and Restaurants (AHAR), almost all eateries - from high-end fine dining restaurants to the ubiquitous vada pav stall downed their shutters. The success of a protest however cannot be measured in terms of the number of people who joined the agitation but whether it culminates in getting the desired result in the end. There is little hope, however, in this case.
A “In any hotel, no matter how courteous the front office staff might be, if there is little bit of wanting in terms of room cleanliness or if the laundry does not match guest expectations, all is lost”
The tourism and hospitality industry that have been recognised by the government as an employment generator can provide livelihood to a vast majority, including the semi-literate from rural communities with little or no skills. The hospitality industry has been in the forefront of giving employment opportunities to a large number people who with a little bit of training can work in different back of the house functions in a hotel. Our cover story in this issue talks about these very people who work silently in their duties in functions ranging from kitchen stewarding to housekeeping to engineering, etc. In any hotel, no matter how courteous the front office staff might be, if there is little bit of wanting in terms of room cleanliness or if the laundry does not match guest expectations, all is lost. You might not see the people who are servicing you but the efficiency with which they deliver makes the biggest impact. The cover story acknowledges the great contribution of the so called 'blue collared' personnel who work tirelessly behind the scenes to ensure that those in front of the house present the perfect picture to the guest. Reema Lokesh Editor editorial.eh@expressindia.com
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May 16-31, 2013
Market
T H E B U S I N E S S O F H O S P I TA L I T Y
LEAD STORY
J&K Tourism looking at investors to set up hotels and resorts in the state
SUDIPTA DEV – Mumbai
ith peace returning to Jammu & Kashmir and increasing interest of tourists in visiting the state, the J&K government is actively looking at attracting investments from hotel companies and other interested stakeholders for setting up hotels and resorts in key tourism locations in the state. “For hotels we do not have an investment climate internally,” acknowledged Talat Parvez, director, Jammu & Kashmir
W Talat Parvez
Tourism. He mentioned that they are trying to develop hotels through franchise model. “We are going ahead with PPP model also,” stated Parvez, adding that, the ITC Hotel Group is interested in setting up properties in J&K. Once demand goes up for hotels due to increase in influx of tourists, he is positive that more properties will come up. Parvez asserted that there is a great opportunity for investors to set up hotels in the state taking into consideration the growth in tourism. Of the 12 million
tourists who visited the state last year 10 million went to Katra and Vaishno Devi. The Khyber Himalayan Resort & Spa in Gulmarg has brought in an investment of `150 crore. According to Parvez, another company is interested in investing `500 crore for a resort. The Lalit Grand Palace and Vivanta by Taj Dal View are two of the leading hotels in Srinagar. According to Parvez, tourism had contributed in bringing in `1000 crore to the state directly, and `2000 crore indirectly (for example through horti-
culture, etc). Almost 16 to 20 per cent of tourists who visited the state are from Gujarat. The other important states for J&K in terms of tourists are Maharashtra and West Bengal. The state has also witnessed an increase in number of tourists from overseas. “A significant number of tourists come from European countries like Italy, France and Germany,” stated Parvez, adding that, of this almost 50,000 foreign visitors came to the Kashmir Valley and 65,000 visited Ladakh last year.
Food Hospitality World 2013 returns to Bengaluru for its 20th edition EH STAFF – Mumbai
lobal Fairs & Media (GFML) brings to Bengaluru yet another enriching edition of Food Hospitality World. Food Hospitality Word 2013 Bengaluru will be held at Tripura Vasini, Palace Grounds, Bengaluru from June 12-14, 2013. The trade show will be spread across 3,600 sq metres with as many as 300 national and international exhibitors, all under one roof. Two country pavilions – Italy and Indonesia – will be one of the highlights of the exhibition. FHW will witness participation from importers, distributors, F&B managers,
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May 16-31, 2013
hotel and restaurant purchase managers, food service professionals, chefs and sommeliers, purchasers and trade bodies, hoteliers, restaurateurs, caterers, F&B directors, hospitality interiors specifiers, importers, distributors, wholesalers, and more. Some of the key exhibitors at FHW 2013 Bengaluru include Celfrost Innovations, Ramsons Garment Finishing Equipment, Bharat Glass & Crockeries, Kiros Hospitality Solutions (DHS India), Nilkamal, Wang Hospitality (VINGCARD ELSAFE), Wang Professionals, Kaapi Machines, etc. FHW aims at being the right channel allowing both, vendors/supwww.expresshospitality.com
pliers and hospitality professionals to come together to tap mutually beneficial business opportunities. The three-day exhibition will also host special events. Panel discussions under the banners Hospitality Think Tank (The Changing Dynamics of the Southern Market), Hospitality Knowledge Exchange (Intelligent Rooms: Plugging In), Power of Purchase will be key highlights of FHW 2013 Bengaluru. Apart from this, South India Culinary Association (SICA) will be conducting their Annual General Meeting at the event and will have a special SICA Chef's Lounge. Prominent and respected chefs from the
city have also been roped in to conduct Live Cooking Demonstrations for visitors. FHW merges two of Fiera Milano’s most successful exhibitions, Tuttofood (food and beverage) and Host (hospitality industry) with HospitalityWorld - India’s leading hospitality trade show and Taste - Mumbai’s international food and beverage show; thus combining international and local expertise and creating the biggest professional B2B event for the Indian subcontinent’s food, drink and hospitality sectors. GFML is a company formed by Hannover Milan Fairs India and The Indian Express Group. EXPRESS HOSPITALITY
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M|A|R|K|E|T NEWSTRACK
Worldhotels to tie-up with more hotels in 12-15 months Introduces new loyalty programme SAYONI BHADURI - Mumbai
orldhotels is looking at signing members in M u m b a i , Bengaluru, Goa and Kolkata. They expect to sign these hotels in another 12-15 months. Recently they have signed two hotels in The Golkonda Hotel, Hyderabad and The Galaxy Hotel, Delhi. The first Worldhotels branded hotel opened in Chandigarh – Worldhotels Turquoise Chandigarh – as a franchise unit. Under this new model, the company has signed 20 hotels globally and 12 of them are in the Asia Pacific region. “It is an in between solution of
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management and brand,” said Roland Jegge, vice president, Asia Pacific, Worldhotels. He described it as a real niche in the market. Jegge informed that in 2014, Worldhotels will open an office in the Middle East. “This office will complement India and close the existing gap,” he said. Every year around 20-30 hotels are joining the Worldhotels affiliation. Recently they also added hotels in Turkey to their portfolio. Naresh Chandnani, regional director business development, Indian Subcontinent & Maldives, Worldhotels said that they have never depended on third
Roland Jegge
Naresh Chandnani
party technology. “It is also easy for our members to deal with just one company rather than many,” he added. Continuing with this philosophy one of the biggest investment Worldhotels has made is in developing a loyalty programme. “It is a state-of-theart points based system which is similar to what some of the bigger hotel chains offer,” Jegge said. He added that this will lead to direct traffic to their websites as well as direct
bookings for member hotels. Worldhotels were also the first to use Google Maps. As for business Indian hotels did well for Worldhotels. Mumbai and Chennai fared better than Delhi-NCR. Of their business Jegge said that 60 per cent comes from 150,000 IATA registered agents. Around 15 per cent of the business globally comes through the Worldhotels and the individual hotel websites.
Best Western AVN Arogya to give a fillip to medical tourism in Tamil Nadu EH STAFF - Madurai
est Western India, with 41 hotels, in operation and under development in India, has announced the launch of the Best Western AVN Arogya in Madurai, Tamil Nadu. The new fully
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opened property is the result of a tie up between Best Western India and AVN Arogya & Ayurvedic hospital and aims to give a boost to medical tourism in the region. Dr Ramesh R Varier, MD and senior physician, AVN Arogya Healthcare said, “We are a integrated
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hospital offering authentic Ayurveda services in a resort ambience. This tie up of hospitality and healthcare will help us reaching further to not only the vast Indian community across different parts but also to the international audiences that the Best Western International
presence in over 100 countries can provide.” Sporting, contemporary furnishings Best Western AVN Arogya features 20 well appointed cottages and rooms with up-to two bedrooms with a private Jaccuzzi. A special feature for these room is the attached private therapy suites giving the discerning Best Western traveller not only privacy but also the comfort of home at the same time. Sudhir Sinha, president and COO, Best Western India said, “This is a unique tie up in the region. The Best Western international standards and experience of over 4000 hotels worldwide and the AVN Arogya’s 80 years experience in the Ayurvedic field offer a unique blend to attract international medical and wellness tourists to the region.” May 16-31, 2013
M|A|R|K|E|T GUEST WRITER
Remove Trans from daily diet GAURI IYER
ith growing concerns about lifestyle diseases, consumers in India are becoming health conscious and are demanding healthier, albeit tasty foods. It is now indeed a challenge for formulators to manufacture healthy food products without compromising on taste.
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Importance of oils and fats in our diet Oils and fats, not only play a vital role in nutrition, they also enhance the taste, mouthfeel and texture of food thus providing eating pleasure and a feeling of satiety. Oils/fats are the most efficient source of food energy. Each gram of fat provides nine calories of energy for the body, compared to four calories per gram for carbohydrates and proteins. They help the body use vitamins ie they act as carriers for oil soluble vitamins like A, D, E, and K. Oils and fats also help in nourishing skin and hair. Many of the vital organs, espe-
May 16-31, 2013
cially the kidneys, heart, and intestines are cushioned by fat that helps protect them from injury and holds them in place. They are the major components of cell membranes. The right quality and quantity of fat is essential for normal functioning of our body. Excess intake and the wrong kind of fats also affects the blood cholesterol levels which is directly linked to heart disease.
Trans fats and its nutritional significance There are four basic types of fats: monounsaturated fats (MUFAs), polyunsaturated fats (PUFAs), saturated fats (SAFAs) and Trans fats. MUFAs and PUFAs are good fats; Trans and to some extent SAFAs are bad fats. Too much of SAFAs raises LDL (bad) cholesterol levels. MUFAs lower LDL (bad) cholesterol and maintain HDL (good) cholesterol. PUFAs reduce LDL (bad) cholesterol, but too much can also lower HDL (good) cholesterol. Trans fats which are formed during the process of
hydrogenation, tend to increase the LDL level and decrease the good cholesterol ie the HDL which may lead to cardio vascular diseases. Consumption of Trans fats can also lead to diabetes, obesity, immune system dysfunction. Hence Trans fat is considered as the most harmful type of fat. These are present in hydrogenated fats like Vanaspati, margarines and shortenings, which are commonly used to make pastries, pie crusts, biscuits, pizza dough, cookies, crackers as well as fried foods like French fries, doughnuts, etc.
Current scenario Globally there has been a trend to produce Trans free/ low Trans containing food products. The American Heart Association and the World health Organisation recommend limiting the amount of Trans fats intake to less than one per cent of total daily calories. That means if an average individual needs 2,000 calories a day, no more than 20 of those calories
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Challenges
Gauri Iyer should come from Trans fats. The Food Safety Standards Act of India (FSSAI) has issued notifications to amend the Food Safety Standards Regulations 2011 and has put a limit of 10 per cent maximum for Trans fats in Vanaspati, bakery shortening and margarine. It is now mandatory to declare the content of Trans fats and saturated fats on the labels of packaged foods along with other nutritional information.
Oils and fats manufacturing companies are now gearing up to market low Trans or Trans free products. Nowadays, many fast food manufacturers have undertaken extensive developmental efforts to reduce or even eliminate Trans fats in foods. In order to cater to the needs of the modern consumers and promote healthy eating habits, Kamani Oil Industries has developed Trans free products for the food industry. To lead a healthy and fulfilling life it is best to cut down Trans fat intake, switch to healthier options, have a balanced diet and supplement it with regular fitness exercises. A healthy diet sans Trans, along with regular exercise and maintaining desired body weight helps in stress management thus further helping in combating other lifestyle diseases. The writer is the technical expert at Kamani Oil Industries
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M|A|R|K|E|T QUICK BYTES
New kids on the block 360 - Top of the World, The Chalets Naldehra, Shimla The Chalets Naldehra, located 22 km from Shimla has announced the opening of 360 - Top of the world, Himachal Pradesh's first revolving restaurant. This octagonal shaped revolving restaurant, located at the resort, accommodates 24 people. During the day, its floor to ceiling glass windows offer views of the Naldehra valley and the thick deodar forest.
Residency Sarovar Portico, Mumbai Sarovar Hotels has announced the opening of a 71 room serviced apartment style hotel, Residency Sarovar Portico in Mumbai. This will be the group’s fifth hotel in Mumbai after Hotel Marine Plaza, Grand Sarovar Premiere, Grand Hometel and Majestic Court Sarovar Portico. Residency Sarovar Portico is located in
north Mumbai within close proximity to the Bombay Exhibition Centre, Mind Space, Film City and some of the biggest malls in the city.
Pure rooms by Meluha the Fern, Mumbai Meluha the Fern Mumbai has announced the launch of it’s Pure rooms. Inroom filtration systems remove air particles, while surfaces are treated to minimise the growth of bacteria. The Pure Room Programme reduces the impact of potential irritants. The hotel accommodation is nearly 99.9 per cent allergen-free and include: ● Sanitised heater and air conditioner, further treated with PURE Tea Tree Oil ● Cleansed and sanitised soft surfaces, to eliminate contaminants that trigger allergies ● Pure Shield application on all surfaces, to minimise the growth of bacteria ● In room air purification system, with up to five levels of filtration for maximum air quality ● Microfibre pillow cases and mattress covers, to eliminate dust and dander associated with bedding.
Corner Bar, Courtyard by Marriott, Bhopal Courtyard by Marriott, Bhopal will now serve liquor in its rooms, restaurants and bar with the launch of Corner Bar. The lounge will offer an extensive selection of premium spirits and wines, classic and contemporary cocktails as well as an array of delicacies. In addition, the lounge bar will have a host of non-alcoholic hot and cold beverages.
INTERNATIONAL JW Marriott Essex House New York JW Marriott Hotels & Resorts opened its newly acquired landmark luxury hotel in Manhattan – the JW Marriott Essex House New York. With an Art Deco sign atop the 40-storey hotel, the 509-room JW Marriott Essex House first opened in 1931 and has hosted a wide range of dignitaries and celebrities alike over the years. Today, the hotel features world-class amenities including a full-service spa and fitness centre, a fine-dining restaurant and wellappointed meeting and event spaces. All guestrooms offer stylish furnishings that celebrate the property’s rich history while offering guests all the comforts of a high-end hotel.
Mandarin Oriental Pudong, Shanghai Mandarin Oriental Hotel Group has announced the opening of its second city hotel in China, Mandarin Oriental Pudong, Shanghai. The hotel features 318 spacious guestrooms and 44 suites and is also home to the largest and most expensive presidential suite in Shanghai, spanning 788 square metres with a sky garden terrace and magnificent river views. The 210 luxury furnished apartments – from studio to three bedrooms – are Shanghai’s only fully serviced riverside residences, and are designed to offer the ultimate in luxury and comfort. The hotel also offers a selection of multi-functional event spaces includes a Grand Ballroom hosting 500 guests, an Oriental Ballroom for 250 guests, plus eight versatile meeting rooms.
Pullman Danang Beach Resort, Vietnam Accor has announced the rebranding of Lifestyle Resort Danang to Pullman Danang Beach Resort, representing the first Pullman resort in the country, and the second Pullman-brand property in Vietnam. The resort has a private, beachfront and is located ten minutes from Danang International Airport and less than 15 minutes from several world-class golf courses. The 187-room Pullman Danang Beach Resort has undergone a transformation of its guest rooms, meeting rooms and public areas. The guest rooms are spacious and comfortable, and designed with colourful textures and contemporary décor. The public areas are creatively designed as a lively place to meet and relax, whether in a large group or a more intimate setting.
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May 16-31, 2013
M|A|R|K|E|T NEWSTRACK
Uniforms Unlimited introduces Dezenia EH STAFF - Madurai
umbai-based uniform manufacturer Uniforms Unlimited has launched designer uniform brand Dezenia. Spearheaded by Zubin Mehta, CEO and MD, Dezenia will be a combination of creativity and sensibility that balances highfashion with practicality. Today every hotel aspires for good quality and well designed uniforms, be it a large five-star hotel to even stand alone restaurants. Designer uniforms are distinguishable attire and stand out from regular uniforms. Hotels with designer uniforms are talked about. The designer attire speaks vol-
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umes for the eye for detail, design element and personal touch of the management or even the owners being involved. Identifying the designer has always been a task for the hotels/owners as they are apprehensive whether the designer they select will show the best results. There are many
designers today who are venturing into the uniform field but not all are able to deliver as much as they show off. A uniform is a garment meticulously constructed by a team of experts so that the final product is not only attractive but also practical, laundry friendly and durable. Uniform Unlimited start-
ed in 1987, the uniforms range across categories in the hospitality industry as well as airlines and corporates. The uniforms can be custommade keeping in mind the brand image, business environment and the objectives of client companies. Uniforms Unlimited has a factory located in Mumbai.
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Roosh by Cafe Coffee Day CafĂŠ Coffee Day has forayed into the tea segment with the introduction of Roosh teas. The product is available in three variants - Assam, Darjeeling and Green Tea. The name Roosh, denoting passion in Sanskrit language, describes the experience one will have with the new tea.
Energi Tripack by Lutron Lutron has launched a new lighting control that finds a way how to reduce lighting energy usage by 60 per cent. Energi TriPak is a simple, cost-effective, energy-saving light control which is used for both new construction and retrofit solutions. Energi TriPak is ideal for applications like classrooms, conference rooms, private offices, hallways, stairwells, washrooms, and break rooms.
SelfCookingCenter Whitefficiency by Rational Rational launched its SelfCookingCenter Whitefficiency in Bengaluru. The SelfCookingCenter Whitefficiency can grill, steam, gratinate, bake, rise, roast, braise, simmer, stew, poach or blanche. Customers can save 70 per cent of energy consumption compared with traditional kitchen equipment without combi steamer.
Cabernet Sauvignon from Myra Vineyards Myra Vineyards, a new entrant in the domestic wine market, has introduced its Cabernet Sauvignon. Cabernet Sauvignon is a dry, medium to full bodied with aromas of dark fruit that combine with a hint of green bell pepper and earthy notes.
Pre-Rinse Units from Premier Mondial Premier Mondial, official distributor of LF Spa, has introduced a wide range of commercial kitchen faucets and prerinse units for any commercial kitchen application. Designed to withstand heavy use and to be strong and functional in commercial kitchens and large dishwashing applications. These products are available for wall mounting and deck mounting.
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uPhoria by OSIM OSIM India has launched uPhoria, Tui-Na leg massager, that targets vital meridian points on the legs to promote positive energy flow. The uPhoria can be customised to individual leg size and intensity preference, can separate or combine the Glide & Knead manual massage programme with the Warmth Therapy and Vibration massage options. uPhoria presents four lifestyle massage programmes for complete well-being: relax, Reflexology, Toning and sleep. The product has been priced at `40,000 (octroi extra). www.expresshospitality.com
May 16-31, 2013
SPECIAL FEATURE
HAUTE CUISINE
Oriental inspiration Another eatery in Mumbai's long list of new openings is Bandra's Aoi. Experimental Japanese is how Mitesh Rangras, partner, SID Hospitality explains the cuisine adding that there is a bit of education which also comes as part of the process of making a restaurant successful. By Sayoni Bhaduri
apanese as a cuisine style has had a tricky track record in India. Taking a plunge into this difficult-to-get-right cuisine is SID Hospitality in Mumbai with their new venture, Aoi. Mitesh Rangras, partner of the company throws light on their ambitious yet humble beginnings. The company has five partners - Rangras, Sagar Jetley, Pradeep Nair, Imitiyaz Rahiman and Devendra Mistry - who are dedicated to the business. Their first restaurant, Pot Pourri, is in Vashi, a Mumbai suburb. The first six to eight months were a struggle for them and it took them almost a year and a half to make people understand what the food was all about. “What was surprising was that we had four youngsters who joined us from call centres, they were more than happy to be with us for a regular pay cheque and food. We have always looked at an inclusive growth, both for ourselves as well as the people who work with us,” explains Rangras. Apart from Aoi and Pot Pourri, SID Hospitality is also a proud parent of Lemongrass, an oriental restaurant in
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Mitesh Rangras May 16-31, 2013
Bandra. As to why they haven't stuck to one brand, Rangras says, “One product does not work everywhere, they have to be customised to the location.” He further adds that for a success of a restaurant, it is important to understand what is not there and the gaps in the market. “There is also a fair bit of intuition that needs to be followed up by study and homework,” he says. All of company's growth has been completely funded internally, “ploughing the money back into the business.” With just 30 covers, the restaurant is very small as per regular standards. “With a small place like this it was easy to experiment”, explains Rangras. Aoi, which means blue in Japanese, takes a contemporary route when it comes to its interiors. The focal point is the moderna Manga art on one of its walls which is further accentuated with the Origami crane installation which doubles up as lighting. All this while staying true to the minimalistic nature of Japanese culture which is expressed by the simplicity of the furniture. On closer inspection, one will find shelves full of
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anime figurine collections and if one wants to learn more about Japanese culture and food there are well stacked book racks to make any bibliophile ecstatic. Bandra for Rangras was different and special. “It seemed like the right time to introduce Japanese in the Bandra market,” he says. Aoi specialises in experimental Japanese cuisine. Rangras is sure that he never aimed it to be an authentic Japanese restaurant. He says, “In the whole of south east Asia there are plenty of experimental Japanese restaurants who are serious about what they do.” The first page of the menu explains this to the customers. “After dinner at one of Masaharu Morimoto's restaurants, diners often say to him, 'We love what we've eaten, but it was not Japanese food.' His response, 'Why isn't it Japanese, and why must it be?'” Aoi's menu is a mix of classics and experimentals, “It took us about 300 - 400 tastings and almost six months to create the menu,” Rangras says. A different cuisine needs a bit of training and education, “with all our restaurants we have gone through that process.” For Rangras success is all in the details. He is not just a chef but also a businessman, after a point one cannot worry too much about the chef's sensibilities. It has to make business sense. EXPRESS HOSPITALITY
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Search for the culinary genius The kitchen is no longer a back-end dungeon of a hotel or a restaurant. The recent chef's talent searches in Mumbai for both professionals and amateurs is proof of this.
t has been sometime since Indian kitchens and the men and women in them have come under the spotlight. Celebrity chef is a title coveted by young aspirants not just within the hospitality industry but the home cooks as well. Giving a boost to these aspirations recently was US-based restaurant owner Rohini Dey who was looking for young blood to join her team at Vermilion through Rohini Dey's Chef Search. The second was The Leela and Lufthansa's joint social media initiative to discover original Indian recipes. Mumbai and Delhi were the two cities Dey attracted aspirants for the Rohini Dey's Chef Search, who had to prepare one Indian-Latin dish and present it to a panel of judges. To qualify to compete, contestants had to have minimum of three years of experience as sous chef or higher, a culinary education, demonstrated innovation and accomplishment in their experience and have substantive kitchen management skills. The Mumbai cook off was judged by Shabana Azmi, Nikhil Chib, Kunal Vijayakar, Rahul Akerkar, Rushina M u n s h aw - G h i l d i ya l and Dey. The Delhi cook off was judged by Dey, Sharmila Tagore, Marryam Reshii, Karen Anand, Rocky Mohan and Anoothi Vishal. The criteria
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for the judging was simple – taste, presentation, Indian-
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Latin creativity attributing ten points each to these qualities. Contestants were also interviewed by the judging panel. Ticking all the check boxes was 23 year-old Aseema Mamaji from Mumbai. The Delhi challenge saw 26 year-old Himanshu Saini come out victorious, he presented Sarson Ka Saag Qusedilla with Butter Milk foam. Besides winning this challenge Mamaji and Saini will receive a salary of up to US$ 70,000, a chance to work at two highly lauded kitchens in New York and Chicago and grow their culinary skills, an opportunity for a US permanent residency sponsorship and leading Vermilion expansion opportunities. Lufthansa in partnership with The Leela Palaces, Hotels and Resorts held a talent search on social media website Facebook to discover original Indian recipes from Indian homes. Home chefs were to submit their recipes to be judged by a jury comprising of chefs Surender Mohan, Kunal Kapur and
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Thomas Brockenauer. There were 15 shortlisted recipes and the Top 12 contenders were selected through a public poll. The winning recipe will be featured on Lufthansa’s Star Chef menu designed for Lufthansa First and Business Class passengers as well as connoisseurs at select award-winning restaurants of The Leela. The 12 hopefuls hailed from cities such as Hoshiarpur, New Delhi, Chennai, Nashik, Mumbai, Chandigarh, Bengaluru and Faridabad to name a few. The winner was Vandana Sethi, a homemaker from New Delhi for her recipe Khoye ki Subzi. As part of her prize Sethi will fly to Frankfurt for a holiday and visit the LSG Sky Chefs facility in Germany. She also wins an internship at the Leela Group for three months. The first runner-up of this challenge was 28 year old Navjot Singh from Hoshiarpur for Era Manga Kozhambu, while the second runner-up was 31 year old Sraika Mehta from Faridabad for her Tandoori Dum Keema. May 16-31, 2013
C | H | E | F’ | S | P | L | A | T | T | E | R WHAT’S BREWING?
The Dilmah 'Real High Tea Challenge' returns for 2013 Following its success in 2012 Dilmah is bringing back the 'Real High Tea Challenge' for the third year running becoming a necessary skill for chefs at the top of their game. The Real High Tea Challenge 2013 gives entrants the opportunity to absorb the knowledge and expertise of leaders in this field.” Those short-listed will be invited to a regional challenge event in their capital
city to present and serve their High Tea entry. Entrants will be judged on a points system with the top three teams nationally each winning an all-expenses paid culinary adventure for two to Sri Lanka. Dilmah is family-owned and ethical tea company
he national competition, responsible for leading the emerging tea gastronomy movement, is open to all food service and hospitality industry professionals in Australia. Entrants are invited to create a culinary masterpiece using the finest selection of Dilmah tea. The winner will receive the opportunity of a lifetime, an all-expenses paid VIP culinary experience in Sri Lanka, the home of Dilmah tea. A World Association of Chefs (WACS) event, the Real High Tea Challenge requires entrants to craft their own original tea-based cocktail or mocktail, create a tea-infused dish and present a harmonious tea and food pairing. Judges Dilhan C Fernando, son of Dilmah founder Merrill J Fernando, Black Hat Chef Bernd Uber and international mixology expert Robert Schinkel, will award marks based on the understanding of the high tea tradition as well as demonstration of different brewing techniques, creative use of tea as a core ingredient and outstanding presentation and service. The Dilmah Real High Tea Challenge was inaugurated by the Fernando family in Colombo in 2007 with the competition arriving in Australia in 2011. Fernando comments, “The aim of the competition is to elevate the understanding of tea gastronomy and emphasise the importance of tea within the high tea tradition. It is evident that tea gastronomy is proving to be an important and enduring category in modern cuisine.” Fernando continues, “Therefore working creatively with tea is
located inside its own tea gardens in Sri Lanka. Founded by Merrill J. Fernando in 1974, Dilmah continues to make tea in the traditional way - that is handpicked, withered, rolled, fermented and baked to ensure only the highest quality single-origin tea.
Fernando continues to run the business with his sons Dilhan C and Malik J Fernando to provide garden fresh tea to 92 countries around the world. Dilmah arrived in Australia in 1988 and continues to be one of the brand's most prominent markets.
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Visit us at : 18th to 20th May 2013 Chennai Trade Centre, Chennai
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SPECIAL FEATURE RAISING THE BAR
The new Tiger in India India's passion for luxury continues and taking advantage of that another luxury vodka brand has made its entry into India – Tigre Blanc. Ulric Nijs, head mixologist for Tigre Blanc Vodka for Middle East, Asia and Indian subcontinent speaks about the brands and his observations on India. By Sayoni Bhaduri
igre Blanc or the white tiger, is the latest entrant into India's growing alcobev industry. Pitched as a luxury vodka brand, Tigre Blanc Vodka entered with a huge splash associating with events like the Lakme Fashion Week. The vodka's origins can be traced to the early 20th century with Francois Belleville who was fascinated with French art de vivre and Taoist philosophies which reflected in the vodka that he produced for the local community. In 2012 Renaud Dutreil (former chairman of LVMH North America) created the brand Tigre Blanc following the same philosophy.
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Ulric Nijs, head mixologist for Tigre Blanc Vodka for Middle East, Asia and Indian subcontinent says that it is made from 100 per cent French wheat. It is distilled five times using column and copper alembic stills in the Cognac region of France using water sourced from the local Pinthiers spring. This fresh spring water naturally filters through chalk layers dating from the Cenomanian period. Nijs says, “Many people argue that for a vodka distillation and the terroir
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that it comes from is not important, I disagree.” He compares it with Scotch whisky which has its own distinct taste; he believes that the wheat and the spring water add a new dimension to the vodka. Nijs describes the flavour profile of Tigre Blanc vodka – sweetish tinge almost liquorice like with rye like character. He adds that when he first tasted it he was pleasantly surprised as most French vodkas today follow the Western style where they are distilled so much that it takes away any character that they may have had. India is becoming important for the alcobev industry globally says Nijs adding that there is a strong affinity between Tigre Blanc and India, first with symbolism of the tiger and second as an Asian luxury product. “The luxury segment has seen a double digit growth,” he corroborates. After Dubai it was India which topped the list for the launch of the new vodka. During 2013-14, Tigre Blanc will be launched in France, England, Italy, and other European nations, North America (New York, Los Angeles, Miami, and others), Middle East Asia (Dubai, Abu Dhabi), Africa (Nairobi, Lagos), India and Colombo, Sri Lanka. In India, Tigre Blanc will be available in over 15 cities in the first quarter of its launch. Nijs has been to India before and is glad to see the evolution in the bartending space. He is glad to see that more and more youngsters are embracing bartending as a profession and are excited about it. “There is an acceptance of bartending as a career path and there is the curiosity and desire to May 16-31, 2013
H|I|G|H| S|P|I|R|I|T|S learn more,” say Nijs adding in the same breath that he can never understand the craze to become a mixologist. “Everyone wants to be a mixologist and I hate that term with a vengeance.” He prefers being called a specialty bartender. He further adds that if a bartender has to distinguish himself there are plenty of other ways. “Differentiate according to the styles of drinks you make pre-prohibition or post. Is it classic, flair or creative,” he says. About consumer attitudes and disregard of the profession he says that biggest change has to come from the consumer as to how they perceive a bartender. Having said that Nijs adds, “It is important for a bartender to also be interactive and understand which customer is interested and who is not. It is important to understand there is a difference between submissive service and assertive service.” His pet peeve with Indian consumers is that they like their
drinks sweet. “Adding sugar is like airbrushing a cocktail,” Nijs says. And what makes a drink perfect? Nijs is quick with his reply, “Simplicity.” It is the most essential feature of a drink. “If you have 10 ingredients, then you have five too many,” he adds. A good cocktail should never have more than five ingredients. One has to be able to choose these five ingredients creatively. “Currently, there is a tendency to over complicate drinks. If one looks at any of the classic cocktails, none of them have more than five ingredients.” Gary Reagan's finger mixed Negroni is one of Nijs' favourite drinks thanks to its simplicity. Back bar is the shop window and the bar is the stage. A bartender's work on this stage makes all the impact to the customer. “The activity, the ritual is what people like to watch.” There is a craft in it all and it is important for bartenders to go back to the basics.
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Cathay Pacific introduces Grand Cru wines Saint Emilion
The patented HiDensityControl® – the reinvention of cooking quality up to
up to up to athay Pacific Airways to enhance its First Class inflight wine selection has introduced six wines from Saint-Émilion, Bordeaux, France. Following the success of the 1855 Bordeaux Classification wine promotion, launched last May, the airline has continued to search for premium Bordeaux wines to delight the discerning palates of its premium passengers. Passengers in First Class now have the chance to appreciate half-a-dozen carefully selected top-quality wines from Saint-Émilion in addition to the regular First Class wine selection. The Saint Emilion collection includes prestige wines from up-and-coming Grand Cru producers to the renowned Premier Grand Cru Classé. Representing different ranks of the appellation, these excellent wines are all well-
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suited to enjoy inflight. The following six premium wines from Saint-Émilion will be served to various destinations across the airline’s network and rotated regularly for a year: ● Château Figeac, SaintÉmilion Premier Grand Cru Classé 2007 ● Château Canon-laGaffelière, Saint-Émilion Grand Cru Classé 2007 ● Château Dassault, SaintÉmilion Grand Cru Classé 2004 ● Château Fonplégade, Saint-Émilion Grand Cru Classé 2008 ● Château La Couspaude, Saint-Émilion Grand Cru Classé 2009 ● Château Haut Brisson La Réserve, Saint-Émilion Grand Cru 2009 Cathay Pacific general manager Inflight Services James Ginns said, “At Cathay
Pacific we strive to offer our passengers the best possible selection of food and beverages as part of our overall inflight experience. In addition to our regular award-winning selection, our catering team from time to time selects promotional wines for our premium passengers, offering them the chance to taste wines of special styles or from wine-producing areas they might not have tried before.” Cathay Pacific currently carries around 100 different wines to go with its wide variety of inflight cuisine and suit the differing tastes of passengers from around the world. The current selection includes wines from France, Italy, South Africa, Australia, the United States and New Zealand. In 2012 the airline served around 1.5 million bottles of wine and champagne on its flights. www.expresshospitality.com
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Management COVER STORY
Serving silently A large segment of the hospitality industry workforce are the so called 'blue collared' personnel who work silently, often in back of the house functions. Most hotel companies are now realising the need to develop an inclusive culture for their training, development and welfare, even though they could be outsourced third party workers. By Sudipta Dev
hey are the silent personnel who constitute a large part of every hotel's workforce – the vast majority of behind the scenes workers who are engaged in ensuring
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that those in front of the office are able to meet the customer's expectations and uphold their property's brand reputation. From housekeeping personnel to kitchen staff to those engaged www.expresshospitality.com
in engineering functions, while these people are core to everyday functioning in a hotel, they are mostly unseen and unheard. It is essential to understand how important hotel companies consider this segment of their workforce. Are there enough opportunities for their training and development? Is their welfare included in the HR vision of the company? The answers are not surprisingly very diverse and represent in many ways the ethos of each organisation. “The products and services delivered by these employees is the engine to reach out to our guests. Being in the hospitality and service industry, this workforce is irreplaceable,” says D Kavarana, area manager -west and general manager, ITC Maratha, Mumbai. At ITC blue collared employees are hired from different sources newspaper advertisements, walk-ins, references, etc. The shortlisted candidates go through interviews and if found suitable, detailed background verification is conducted before they are recruited. For French hospitality major Accor, personnel working in back of the house functions such as housekeeping, laundry, kitchen, stewarding, engineering are considered to be an integral part of the human capital that is engaged in delivering exceptional service to the guest. “These back end support functions are critical not only in themselves bit also in ensuring the efficiency and effectiveness of their counterparts in the front of the house,” asserts Ashwin Shirali, regional director Human Resources, Accor India. He points out that a front office receptionist may wow and win over a guest with speed and warmth of check in but if the guest laundry is not delivered in
time or as per the desired standard, the guest experience will be compromised and the efforts and endeavour of the front office receptionist would have gone waste.
Outsourcing works Many hotel companies outsource a large segment of the blue collared workforce from third party organisations. The are primarily two reasons for this – first the challenges in sourcing suitable skilled staff for full time employment, and second, managing them for an efficient performance of duties without expensive supervisory staff. “Third party vendors who have special expertise in managing the same job at a lower cost or with greater efficiency can free up valuable managerial time to focus on enhancing guest satisfaction,” states Shirali. Housekeeping, engineering, kitchen stewarding department, pool operators, gardeners, public area cleaners are the common functions outsourced to a third part by most hotels. Explaining the recruitment process Grimek Khizakhe, manager, Human Resources and Talent Development, Holiday Inn Mumbai International Airport says, “The contractor screens the personnel, followed by an interview with the concerned department head and finally the HR department does a background check of the person before he finally gets selected. On the day of joining, the person is briefed about the fire safety and evacuation plans, he then goes through a brief orientation schedule and is later handed over to the department wherein he is assigned a buddy and undergoes a set of on-the job trainings.” The performance of the individual may even May 16-31, 2013
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D Kavarana
Ashwin Shirali
H N Shrinivas
lead him to be absorbed in the payrolls of the hotel. He can also be moved from one section to another, for example from public area to room attendant to a supervisory role. Whether an individual is working as an employee with the hotel or on outsourced payroll, he is given more or less same privileges. “There are immense growth opportunities available for an individual who is pleasant, well spoken and committed. Undergraduate working on third party payroll may stagnate, while graduates working on third party may sooner or later be absorbed in,” points out Geeta A Sundrani, director, Oasis Human Resource. Alila Diwa Goa sources employees both through specialised agencies and direct recruitment. Andrea Gracias, assistant human resource manager, Alila Diwa Goa acknowledges that sometimes it is a challenge to find skilled people. Language is also often a barrier. “However we over come these challenges with our robust training modules and support from our third party contractors, who have a strong presence in India and are able to meet our requirements,” adds Gracias. The hotel has created special training modules based on the departments they will be joining such as chemical handling, job knowledge, dos and don’ts, as well as important training modules like communication and grooming, etc.
experience. “All associates in back of the house areas whether on hotel payroll or third party payroll are entitled to undergo training and development to enhance their employability whether in positions of superior responsibility or in lateral positions encompassing new skills and job profiles,” states Shirali. ITC has a unique initiative that involves the appointment of Departmental Learning Cocoordinators (DLCs). Each department has an employee who is the learning coordinator for his team. He provides guidance and assistance to his team on learning the processes and functions of the department. “We also give utmost importance to guest feedback and design and execute training programmes based on their comments and review. Some of the other training initiatives undertaken by us are induction training, buddy system, on-the-job training, periodical refresher courses,” adds Kavarana. This apart, ITC is also a part of Hunar se Rozgar programme. The ITC Hospitality Management Institute enables existing blue collared employees to enroll for specialised hotel management courses and help them grow professionally. “Employees are provided with many opportunities to grow on the job in both back and front of the house,” points out Kavarana. For a pure play restaurant group that aims to bring world class dining experiences to India, KA Hospitality (Hakkasan, Yauatcha and Otto Infinito) is also very stringent about the recruitment and training of all category of employees. Each employee goes through an induction and orientation programme acclimatising him with the organisation's culture and value system, brand standards
and personal conduct. “The employee then goes through various technical and product training procedures at the unit through a buddy and mentor system under the guidance of the unit GM and constant progress monitoring through the training department. The focus is on right recruitment,” says Jeetesh Kaprani, vice president Operations, KA Hospitality. “Hotel industry’s excellence is attained only because of its quality and workforce, hence selection criteria for us is the key. Each team member goes through initial screening through HR, technical screening through the unit GM and finally through VP operations. At all three stages, the candidate may not get selected as at every stage we look at getting the right fit.” The company has set up a training cell which is constantly looking at improvising the function and enthusing the team with the right input and helping them to align their personal and organisational goals well. It is always a challenge to source the right person at the right time for the right position. Kavarana points out that the attrition rate of this work force is also quite high as they are easily lured by the monetary attractions. “A unique initiative undertaken is the WelcomAchievers point. Here, employees are given special reward points for showcasing right conduct, discipline and cooperation at work. These points can be redeemed against cash purchases in the market,” he mentions.
Training and development Most hotel companies understand the need for a focused training strategy. Training and development, including a definite career path is also a great motivating tool. In all Accor properties this training includes behavioural/ technical or functional skills to ensure a seamless guest May 16-31, 2013
CSR focus Considering the fact that most personnel engaged in blue collared jobs belong to the economically deprived section, many hotel companies have specific CSR policy for their development and welfare. Accor has a dedicated staff welfare funds with generous www.expresshospitality.com
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Jeetesh Kaprani
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use of funds for the wellbeing of these associates and their families especially in areas of health and education. ITC Maratha has been aiming at providing employment opportunities to the economically deprived locals who reside in the vicinity. “This is a small way of giving back to the society that we live in. Besides this, ITC Maratha also provides vocational training and advocacy for this workforce,” states Kavarana. The company has also employed a respectable number of differently-abled people in various key departments like housekeeping, F&B – Production, HR, front office. “We’ve made sure that they are at par with the other employees by sensitising other employees towards
them. This initiative speaks volume about our culture of inclusiveness,” adds Kavarana. Holiday Inn Mumbai International Airport is involved with IHM Mumbai Hunar Se Rozgar Yojana where people who have passed their SSC examination are given opportunity to undergo a six-eight weeks programme in different operations department on completion of which they get a certificate and a career path. Interestingly, while the Hunar se Rozgar Yojana was launched to tackle skill shortage in the industry and create employable talent, the hospitality industry was not involved in the framing of the programme. “It was
something like a shock when it was presented to this industry for implementation,” says Chetan Mehta, executive committee member and spokesperson for HRAWI. He feels that the complete initiative of Hunar se Rozgar Yojana has not sunk in with a majority of the hotel companies as yet. But those that have understood this scheme have initiated the process. “Hotels are trying to recruit untrained workforce and are in the process of appointing trainers under the guidance of IHMs and other established hospitality institutes. The government has also built a stipend to attract the untrained workforce. The workforce has an advantage of getting hands on training in the premises of the hotel. This allows them to understand the practical problems faced by them and also arrive at a solution by themselves,” states Mehta, adding that the government should open a dialogue with the industry. The Taj Group has been at the forefront in this with over 36 skill training centres in India in partnership with governments, foundations, national NGOs and has trained over 8500 youth since 2008. The hotel group has been in partnership with various stakeholders, training and certifying youth from underprivileged and remote areas and offering various three-six months courses aimed at immediate employability. “The Centre of Excellence (CoE) at the ITI campus in Lonavala will offer the Hunar Se Rozgar programme as well as short term intensive vocational courses aimed at providing the rural youth with high quality learning in spacious classrooms, hone their communication and IT skills, provide cross learning from IHM Aurangabad via
Chetan Mehta
Geeta A Sundrani
Grimek Khizakhe
Future skill shortage
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the e-classroom as well as develop their practical skills with the use of high end equipment. Students will gain knowledge in areas of accommodation, operations, front office management, housekeeping and technical skills required in the maintenance of hotels,” says HN Shrinivas, senior vice president - Human Resources for Taj Group of Hotels. The new Skill Center at Lonavala will provide various skill training programmes for youth in cookery, bakery, steward skills, technical skills, retail assistant, beauty and salon, etc. “The academy will train over 1000 youth from the neighboring rural and marginalised areas for various vocational programmes in the first year of its operation and plans to train 5000 youth by 2015,” states Shrinivas. Another step in this direction has been taken by International Tourism Partnership called Youth Career Initiative (YCI). The global programme was introduced in India last year in Mumbai with association of Kherwadi Social Welfare Association (KSWA). Seven hotels from the city provided training to 35 young adults. KSWA was responsible for the recruitment of the participants, the monitoring of the programme and for identifying job opportunities for the graduates. Majority of students on the programme come from the Dharavi Slums area. This year YCI will extend to Delhi as well. The sustainable solution is to offer vocational training to young adults who have not had the privilege of completing their education so that they learn skills that will enhance their employability in the market. Shirali reminds that such vocational training would have a twin advantage – to the employee it would enhance their confidence and approach to work as they would already have adequate knowledge to perform the job on entering the organisation – to the employer by reducing the need to provide consistent high cost training in elementary aspects of behavioral and technical skills. Establishing of skill training institutions in rural and semi-urban areas could go a long way in bridging the skill shortage in the sector. Proactive development opportunities in hotels along with monetary and nonmonetary benefits are the other important factors. May 16-31, 2013
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Building relationships As globalisation has played an important role in the development of the hospitality industry, devising strategies to survive in the challenging environment becomes a challenge. By Pulak Mandal customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it. We are not doing any favour by serving him. He is doing us a favour by giving us an opportunity to do so.' This quote by Mahatma Gandhi fits well into the challenging and dynamic business environment being faced by the hospitality industry. In the current era of economic liberalisation where the government is stressing on foreign direct investment (FDI), more and more avenues
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Pulak Mandal are opening up everyday in the hospitality segment, with the introduction of new properties, most of them being licensed and franchised by multinational hotel chains. Globalisation has also played a major role in the development of tourism in India, thus creating scope for new business houses to set up their business in the field of hospitality. The movement of business travellers has contributed a major share to the hotel business as well. However with the current inflation, the salary packages of the employees have also gone up , a report by ‘ Organization for economic Cooperation and development’ (OECD) states that average growth rate of 7.5 per cent in the economy will double the average income in a decade. The rising construction and project development costs and the ever increasing interest rates on loans have also contributed towards higher fixed costs for business units. May 16-31, 2013
Lastly, the ever scaling production and service costs have also created a serious financial challenges for the business enterprises. In order to survive in this present world of competition, hospitality industry will have to formulate marketing strategies in a way which will not only attract customers towards them but will also retain them. The secret here is that retention cost is low when compared to the cost of attracting new customers. Some of the basic problems faced by the hospitality industry today are provision of better service alternatives to its customers, generation of more income from non core based services, improving the profitability of the hospitality system and above all the customer retention. As we understand that CRM is a customer focused approach to establish enduring and mutually beneficial relationships with the ultimate objective of generating customer loyalty. It is a process of managing customer relations in an organised way. The ultimate aim is to manage each 'moment of truth' that is experienced by the customer. There are quite a few number of contact points where customer comes in direct contact with the employees which are known as touch points. These touch points are considered important as there is direct interaction with the customers and they provide valuable inputs that needs to be captured in such a way that it becomes valuable information for the organisation. There are certain CRM facilitators, which have been found extremely effective in managing customer relationship in the hospitality industry. These are building customer relationship, understanding customer expectations, ensuring customer satisfaction, thereby giving an unique experience to the customer, which ultimately helps in customer retention and recovery. The major reasons why customers are lost can be summed up as failure of care, failure of quality, failure in the service delivery, failure in response, as well as declining value of money. The hospitality industry must focus on the
retention of the lost customers through consistent supervision and by developing a customer retention mechanism by regaining the lost goodwill and rebuilding the trust. All lasting business are built on healthy relationships. It is a commonly used phrase in the modern business scenario that ‘customer is the king and the consumer is the queen’, this phenomenon emphasises on the importance of customer satisfaction through better after sales service support. In the context of the hospitality industry it implies to the customer satisfaction enforced by courtesy, respect, recognition, a caring and concerned attitude, supplemented by essential features like comfortable surroundings, hygienic
The hospitality industry must focus on the retention of the lost customers through consistent supervision and rebuilding trust environment, excellent levels of quality and service, timely information, reliability, empathy and support as well as the value for money. Relationship is a binding force between the service provider and the customer which is strengthened by the customer experience. We must consider this fact that while the commodities are fungible, the services are intangible and the experiences are memorable. A hotelier must emphasise on creating experiences to forge a lifetime memory, which can be achieved by one simple philosophy, ‘Do little things that make big difference’. (The writer is head of department at IHM, Lucknow) www.expresshospitality.com
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Passage to India Carlson Rezidor is one of those early birds to India who have been taking it slow and steady when it comes to growing their presence. The company's brands have finally found traction and are ready to make India one of their strongest markets in the Asia Pacific. By Sayoni Bhaduri
Raj Rana
Simon Barlow
K B Kachru
n 2012, Carlson Rezidor opened 13 hotels in India and signed 13 more closing the year with a total of 63 hotels in operation and 44 hotels in development. This is one of the biggest pipeline of development for an international hotel company in India. This position was further strengthened by their association with Bestech Hospitalities to develop a network of 49 Park Inn by Radisson hotels in north and central India by 2024. The two companies will together
invest US$ 42 million to develop the first two hotels, Park Inn by Radisson Gurgaon Sector 88 and Park Inn by Radisson Chandigarh, Mohali. The aspirations do not end here. One year down the Bestech tie-up, Simon Barlow, president Asia Pacific, Carlson Rezidor says, “We have 63 projects and we aspire to take it up to 100 by 2015. Beyond 2015, it would be extrapolating but we hope to have 200 hotels by then. It is an aspiration which will be sustained by developments taking place in India.”
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www.expresshospitality.com
India already has all of Carlson Rezidor's hotel brands except for Hotel Missoni. Barlow is clear that it is a AAA project best suited for places like Mumbai, Delhi or Goa. “We will only look at bringing it in if the opportunity presents itself,” he adds. Country Inns and Suites by Carlson, Park Plaza, Park Inn by Radisson and the newly bifurcated Radisson and Radisson Blu are the other brands in their bouquet of brands. “Many of the Radisson brands were converted into Radisson Blu. The aim is to offer the developer more choice to choose from. We have seen considerable success in the EMEA region with the brand,” Barlow explains. Of the Park Inn by Radisson, he believes that it is suited perfectly to the Asian market; with an average room size of 24 sq mtrs it is not just an economy hotel. KB Kachru, chairman South Asia, Carlson Rezidor adds that after the association with Bestech Hospitalities they are looking for partners in south and east of the country to grow the brand further. Barlow further affirms the
optimism for the mid market hotels sector saying, “History has shown us that when it comes to a hotel business, the first wave is always the luxury hotels and it is the second phase which brings in affordable and commoditised hotels.” The company's growth has been driven by an industry stalwart for more than 15 years, Kachru who will take over the role of chairman for South Asia, Carlson Rezidor in July this year. Raj Rana will take on the mantle that Kachru had as the CEO South Asia for the company. This effort is seen as a move to strengthen the core team driving growth in the region. “Kachru has been elevated where he will spend more time in strategic hotel development plans. Rana who will takeover from Kachru to be at the helm of running day to day business,” Barlow explains.
Skin in the game The lack of skin in the game from international hotel brands is often a bone of contention amongst the Indian hotel development community. In such a case May 16-31, 2013
M|A|N|A|G|E|M|E|N|T hotel in India is as cumbersome as it gets, but the redeeming feature is that it is much easier to run and operate it as compared to in China. His logic is based on the income generated per room. “India has a stronger room rates as compared to China. In China it is difficult to get a more than US$ 70 per room outside the key cities. India on the other hand has more strength when it comes to room rates,” he says. Business generation does
not bother the Carlson Rezidor's South Asia team. Kachru says, “There are 1,400 crore people travelling annually; if we get even five per cent of the market, do you see the market potential?” Barlow adds that with people travelling more both within and outside the country social norms have changed and expectations from hotels have become standardised. One of the biggest advantage for them has been Carlson Rezidor's
investment in e-commerce. Carlson Rezidor's Apps are said to be more advanced than those available in the hotel space. The business has also picked up even from India. Kachru adds that month-on-month there is an increase in mobile bookings. “In February, we saw 17,000 bookings from the ecommerce platform.” He credits this to a sound system delivery model which is ahead of the competition.
Carlson Rezidor is one of the few who have invested – the decision to invest in India was to be able create critical mass. Barlow further explains, “We do not want to act as real estate developers in India. But it was an opportunity to showcase the brand in India, especially in and around Delhi.” He goes onto add that the developers the company is working with are not looking at attracting investments from them but to build strong relationships. As the market matures, the number of developers will also grow. “We would use the active money to create a platform for our brands. Our investments will remain strategic to develop local expertise, brand benefits or to create a platform for more builds,” he adds. Carlson Rezidor's plans for India are further affirmed when Kachru says that they have strategic relationships with 26 hospitality management institutes in India. They have also cofounded the hotel management course at Institute for International Management and Technology. There is also the Carlson Management Learning Centre. Last year saw 100 management trainees inducted into the course. “The whole industry is worried about the need for skilled manpower. And the potential in creating that manpower is immense,” he adds. Rana adds, “The business needs a talent pool of qualified hotel graduates which is also a challenge with more and more international hotel brands coming in. Building and retaining talent will be key part of growth here.” This optimism while difficult to fathom is also unshakeable as Barlow makes his preference for India over China. “In China, hotels do not make economic sense. Hotels get overbuilt there and the owner is looking at getting something by offsetting it.” He agrees that the process of building a May 16-31, 2013
www.expresshospitality.com
EXPRESS HOSPITALITY
21
Event Tracker Hospitality Trade Shows in 2013-14 Date
Event
Venue
May 14 – 17, 2013
Seoul Food & Hotel
Seoul (Korea South)
May 16 - 19, 2013
Olivtech
Izmir, Turkey
May 20 -22, 2013
London International Wine Fair
London
May 27-28, 2013
Barzone
Cologne
Great Japan Beer Festival
Tokyo
June 3-6, 2013
International Luxury Travel Market Asia
Shanghai
June 4 - 6, 2013
Top Wine China
Beijing
June 5 - 7, 2013
Indo Diary
Bali
June 7 - 9, 2013
Winexpo Georgia
Tbilisi, Georgia
June 6 - 15, 2013
Sweet Eurasia
Istanbul
June 12 - 14, 2013
Food Hospitality World
Bengaluru
June 12 - 15, 2013
Propak Asia
Bangkok
June 14-16, 2013
Hospitality Business Fair
Chennai
June 12 -16, 2013
BBC Good Food Show Birmingham
Birmingham
June 16-20, 2013
Vinexpo
Bordeaux
June 25 – 28, 2013
Fispal Cafe
São Paulo (Brazil)
June 26-28, 2013
World of Coffee
Nice, France
July 11 – 13, 2013
FI Philippines
Manila
August 15 – 17, 2013
Hong Kong International Tea Fair
Hong Kong
August 15-19, 2013
Hong Kong Food Expo
Hong Kong
June 1 - 2, 2013
September 6-8, 2013
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Aahar
Bengaluru
September 8 – 10, 2013
Speciality Chocolate Fair
London
September 11-13, 2013
Food Ingredients Asia
Bangkok
September 16-20, 2013
Drinktec
Munich
September 17-20, 2013
Food & Hotel Malaysia 2013
Kuala Lumpur
September 16-18, 2013
Economy Hotels World Asia
Singapore
September 23-24, 2013
South American Hotel & Tourism Investment Conference
Bogota (Columbia)
September 23-25, 2013
Annapoorna World of Food India
Mumbai
Sept 29 - Oct 1, 2013
The Hotel Show
Dubai
October 18 - 22, 2013
HOST 2013
Milan
November 23 - 27, 2013
IGEHO 2013
Basel
December 14 -16, 2013
International Travel & Hospitality Show 2013
Muscat
January 14-15, 2014
HIFI
Gurgaon
February 12-15, 2014
BioFach 2014
Nuremberg, Germany
EXPRESS HOSPITALITY
www.expresshospitality.com
May 16-31, 2013
Edge
TM
TECHNOLOGY FOR HOSPITALITY
RESEARCH
Hotel Industry Trends in Technology, Sustainability Survey 2013
World class warewashing solutions from Washmatic
The hotel industry is optimistic about an increase in RevPAR and occupancy rates for 2013 as well as in expenditure on technology egardless of buyer and supplier categorisation, global hotel industry respondents foresee an increase in RevPAR and occupancy rates, which reflects an increase in business opportunities over the next 12 months, according to a RnR Market Research survey. The Timetric study reveals that 70 per cent and 71 per cent of respective buyer respondents are more optimistic about an increase in RevPAR and occupancy rates, as compared with 46 per cent and 45 per cent of respective supplier respondents. In addition, 43 per cent and 42 per cent of respective respondents from the rest of the world and Asia-Pacific expect an increase of three - 10 per cent in RevPAR. Moreover, 27 per cent and 24 per cent of respective respondents from Europe and North America forecast an increase of three–five per cent in hotel occupancy rates.
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Cost savings and operational efficiency are key growth drivers For respondents from both buyer and supplier companies cost savings and operational efficiency, service innovation and increasing tourism are the key drivers of growth in the hotel industry. Additionally, an increase in disposable income is the key driver for buyer respondents, whereas supplier respondents consider the development of IT infrastructure the most important driver. Respondents consider environmentally-friendly initiatives the foremost emerging trend in the global hotel industry, and growing interest in sustainable travel among tourists is considered a key driver for hotels to acquire green certifications. Consequently, hotels are increasing their commitment to reducing their environmental impact, promoting sustainable business practices and May 16-31, 2013
offering green products and services.
Global hotel industry respondents expect to increase expenditure on technology Overall, 62 per cent of luxury hotel operators expect to increase their expenditure on technology over the next 12 months, of which 35 per cent expect an increase of 3–10 per cent. In addition, 38 per cent of respondents from other hotels also anticipate an increase in technology expenditure over the next 12 months. Additionally, the survey reveals that Wi-Fi technology, online reservations, and highspeed internet access are the leading technological facilities being provided to customers by luxury hotels. Correspondingly, flat-screen televisions, Wi-Fi technology, and online reservation are the key technological facilities customers expect to see in luxury hotels. Survey results show that respondents from luxury hotels expect to provide technological facilities such as WiFi access, eco-friendly technology, and efficient energy management systems to increase their operational efficiency and secure more business in 2013. Furthermore, according to senior-level respondents, the most important technologies for the hotel industry to undertake in order to improve operational
efficiency are facilitating Wi-Fi access, implementing efficient energy management systems and handheld devices for communication.
The use of eco-friendly cleaning products will be a key sustainable measure for hotels in 2013 The use of eco-friendly cleaning products is considered a key sustainable measure by both buyer and supplier respondents. Respondents from North America, Europe, and the Rest of the World assigned high importance to locally sourced food and improving the environmental footprint of existing products and services. In addition, respondents from Asia-Pacific gave more importance to the use of eco-friendly cleaning products, the use of low-flow water systems, and the increased use of renewable energy. Global hotel industry respondents identified staff education on energy management and energy-efficient light control systems as the key energy-efficient measures to be implemented over the next 12 months. For senior level respondents, the leading steps taken to market their green credentials include educational marketing messages, including sustainability as a section in corporate website and repositioning as a green organisation. www.expresshospitality.com
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Delhi • Mumbai • Bengaluru • Chennai Pune • Kolkata • Kottayam EXPRESS HOSPITALITY
23
LIST YOUR COMPANY FOR FREE Amusement, Leisure & Health Club Equipment A01 Advertising Balloon A02 Air Hockey A03 Amusement Park / FEC Equipment A04 Beauty Salon Equipment A05 Boats A06 Bowling Alleys A07 Chemicals for Swimming Pool A08 Coin Operated Toys / Electric Cars A09 Electronic & Battery Filtration Plants A10 Fountains A11 Garden Furniture A12 Garden Umbrella A13 Golf Equipments A14 Guest Amenities (Refer F20-Guest Amenities) A15 Guest Transportation A16 Health & Fitness Equipment A17 Inflatables A18 Juke Box A19 Playground Equipment A20 Pool Table Manufacturers A21 Redemption Machine A22 Ride Stimulator A23 Swimming Pool Equipment & Supplies A24 Walkway Tents & Marquees Bakery B01 Automatic Pillow Pack / Biscuit Packaging Machines B02 Bakery Enzymes B03 Bakery Equipments B04 Bakery Fats B05 Baking Pans B06 Biscuits B07 Blenders B08 Bread B09 Bread Slicer B10 Cake Decoration B11 Cakes B12 Confectionery B13 Dough Kneader B14 Dough Sheeters B15 Ingredients & Additives B16 Moulds B17 Ovens B18 Planetary Mixers B19 Ready - Made Cake Mixes B20 Sugar & Sweetener B21 Wheat Flour & Rice B22 Yeast B23 Zero Calorie Sweetener (Refer C46 - Zero Calorie Sweetener) Food & Beverage C01 Beverages-Alcoholic C02 Beverages-Non Alcoholic C03 Canned Foods C04 Cashew C05 Cocoa & Chocolate Products C06 Coconut & Coconut Milk Powder C07 Coffee C08 Custard Powder C09 Dry Fruits C10 Dry Tea C11 Edible Oil C12 Flavour C13 Food Paste C14 Fresh Fruits & Vegetables C15 Fresh Meat, Poultry & Sea Food
C16 Frozen Foods C17 Fruit Pulp Concentrate C18 Grocery Products C19 Health Products C20 Ice Cream C21 Instant Custard Powder C22 Jam & Jelly C23 Milk & Dairy Products C24 Mukhavas & Supari C25 Natural Foods C26 Noodles C27 Olive Oil C28 Pasta C29 Rice C30 Ready to Eat Food C31 Roasted / Salted Almonds C32 Salt C33 Sauces C34 Snacks C35 Soups C36 Speciality Foods C37 Spices C38 Sweets & Savour C39 Tea / Tea Bags C40 Vanaspati Oil C41 Vegetable Oil C42 Vermicelli C43 Wheat Flour & Rice (Refer B21-Wheat Flour & Rice) C44 Whipping Cream C45 Wines C46 Zero Calorie Sweetener F & B Service D01 Aluminium Foil D02 Aluiminium Foil Containers D03 Ash Trays D04 Badges & Signages D05 Bags & Caps D06 Banquet Frills D07 Bar Equipment & Accessories D08 Candle & Candle Stand D09 Casserole D10 Chafing Dishes D11 Chafing Fuel D12 Chafing Pan D13 Coasters D14 Coffee Machine D15 Crates D16 Chocolate Fountain Machine D17 Crockery D18 Cutlery D19 Dining Table Accessories D20 Dinner Set D21 Disinfectants (Refer F13-Disinfectants) D22 Disposable Plates & Containers D23 Foil Rolls & Cling Film D24 Fuel {Solid, Liquid & Gel} D25 Glassware D26 Holloware (Refer H27 - Holloware) D27 Hotelware D28 Insulated Boxes D29 Kitchen Accessories D30 Kitchenware D31 Knives D32 Marking & Coding Material D33 Matches & Lighter D34 Melamine Crockery D35 Menu Folders & Covers D36 Microwave Dishes D37 Microwave Ovens D38 Non Stick Cookware D39 Packaging Materials
D40 Paper Napkins / Tissues D41 Paper Products D42 Pepper Mills D43 Plastic Food Containers D44 Polythene Bags D45 Portion Packed Sachets & Blisters D46 Restaurant Linen (Refer G41 - Linen) D47 Sign Board (Refer E60 - Signages) D48 Silverware D49 Straws D50 Table Mats D51 Tableware {Ceramic} D52 Tableware {Porcelain} D53 Thermoware D54 Tinplate D55 Tongs D56 Toothpick D57 Trays D58 Trolley D59 Vending Machines Tea / Coffee (Refer H15 - Dispenser-Vending Machines) D60 Water Coolers (Refer H63 - Water Coolers) D61 Weighing Scale D62 Wine Chillers Engineering & Technology E01 AC Plant & Boiler Maintenance Chemicals E02 AC Repair & Maintenance Service E03 AC Spare Parts & Refrigerant Gases E04 Access Control System E05 Air Conditioning E06 Air Pollution Control Systems E07 Air Purification E08 Audio / Visual Equipment E09 Auto Water Level Controller E10 Automatic Sliding E11 Blowers E12 Boilers & Geysers E13 Building Management Systems (BMS) E14 Cable Accessories E15 Cables E16 Cash Registers E17 CD ROM E18 CRM Solutions E19 Chilling Plants E20 Computer-Hardware & Software E21 Conferencing Equipment E22 Cooling Systems E23 Cooling Towers E24 Data Centre / Infrastructure Management E25 Data Mining / Business Intelligence E26 Disc Jockey Equipment E27 Drain Cleaning Equipment E28 Dryers & Dehumidifiers E29 Earth Moving Equipment E30 Electrical Equipment & Supply E31 Electronic Ballast E32 Electronic Door Locks E33 Electronic Safes E34 Elevators & Escalators E35 Energy Conservation Systems E36 Energy Control Systems E37 Fire Fighting Equipment E38 Generator Sets E39 Hotel Management Software E40 Hotel Online Reservation Systems E41 In-room Entertainment Systems E42 Insulation Materials E43 Internet Service Provider E44 Key Tags E45 Kiosk E46 LCD / LED TV
E47 Locks E48 Luminaries E49 Mobile Applications E50 Office Automation Products E51 Online Marketing E52 Peripherals E53 Point Of Sale {POS} E54 Process Control Instruments E55 Property Management E56 Pumps & Spare E57 RFID Solutions E58 Safes E59 Security Equipment & Supplies E60 Signages E61 Solar Energy Equipment E62 Sound System E63 Steel E64 Survillence Equipments E65 Switch Gear E66 Telecommunications E67 Television / Interactive TV E68 Temperature Control System E69 Thermal & Acoustic Insulation E70 Touch Monitors E71 Trackball E72 Tube & Pipe Fitting E73 UPS System E74 Valves E75 Video Conferencing Equipments / Softwares E76 Web Services E77 Wi-fi E78 Workforce Management Housekeeping F01 Air Curtains F02 Air Fresheners F03 Bed Spring / Rollaway F04 Bird Control Systems F05 Blanket / Duvets F06 Brooms F07 Brushes F08 Brushes / Mops / Scrubbers F09 Cleaning Products & Equipments F10 Contract Housekeeping Companies F11 Curtains F12 Cushion & Cushion Covers F13 Disinfectants F14 Disposal Hand Gloves & Aprons F15 Down & Feather Products F16 Dryers-Hair & Hand F17 Floor Cleaning Machine F18 Fly Traps / Killers F19 Garbage Bags F20 Guest Amenities F21 Hangers F22 Housekeeping Services F23 Irons / Ironing Boards F24 Kitchen Towels Rolls F25 Ladders F26 Laundry Equipment F27 Laundry / Newspaper Bags F28 Linen Bath (Refer G41 - Linen) F29 Linen Bed (Refer G41 - Linen) F30 Madeup F31 Mattress (Refer G46 - Mattress & Cushion) F32 Mini Bars F33 Mirrors F34 Napkins F35 Napthalene Balls F36 Odour Control Systems F37 Pest Control
F38 Pest Repellent F39 Pillow F40 Polishes F41 Sensor Tap F42 Shoe / Slippers / Footwear F43 Shoe Shining Machine F44 Soap Dispenser F45 Soap, Detergent & Chemical F46 Stationery Items F47 Suitings & Shirtings F48 Tissue Papers F49 Toilet Tissue Rolls F50 Towels F51 Uniforms F52 Urinal & Toilet Flusher F53 Vaccum Cleaners F54 Waste Bin F55 Weighing Scales (Refer D61 - Weighing Scales) Interior G01 Aluminium Products G02 Artificial Lawns & Plants G03 Automatic Door Closer G04 Awnings, Canopies & Shades G05 Bathroom Equipment & Sanitaryware G06 Bathroom Sealants G07 Brassware G08 Building Material G09 Cane Furniture / Products G10 Carpets G11 Ceramic Tiles G12 Chairs G13 Chandeliers G14 Clocks G15 Curtain Drapes / Rails G16 Decorative Glass G17 Decorative Light Fittings G18 Doors & Windows G19 Drapery Rods & Curtains G20 Energy Saving Lamps G21 False Ceilings G22 Fans G23 Floor Covers G24 Floorings G25 Frameless Glass Showers G26 Frames G27 Furnishing & Fabrics G28 Furniture & Fixture G29 Fusion Glass G30 Gate Automation G31 Gates & Grills G32 Glass Block / Silicon Sealants G33 Glass for Door & Window G34 Glass Tile G35 Granite G36 Hardware G37 Laminates
G38 Lamps & Lamp Shades G39 Light & Light System G40 Lighting Control Solution G41 Linen G42 Locks G43 Marble Tables G44 Marbles G45 Matting System G46 Mattress & Cushion G47 Mirrors Cabinets G48 Paintings G49 Paints G50 Pavers & Tiles G51 Plating G52 Plywood G53 Rubber Wood / Solid Wood Furniture G54 Spiral Staircase G55 Stained Glass & Related Products G56 Switches G57 Tent & Roofing Fabrics G58 Venetian Blinds G59 Vertical & Roller Blinds G60 Wall Covering / Paper G61 Wall To Wall Carpets G62 Weather Sheets G63 Window Covering G64 Window Tracing Products G65 Wood Lacquers G66 Wooden Floorings G67 Wrought Iron Furniture Kitchen Equipment H01 Automatic Gas Operated Pizza Ovens H02 Bain Marie (Refer H10 - Commercial Kitchen Equipment) H03 Bar Equipment (Refer D07 - Bar Equipment) H04 Bottle Coolers H05 Bottled Water Dispenser (Refer H64 - Water Dispensers) H06 Can Openers H07 Catering Equipments H08 Centrifugal Blowers H09 Combi Ovens H10 Commercial Kitchen Equipment H11 Cutlery (Refer D18 - Cutlery) H12 Deep Freezer (Refer H51 - Refrigeration Equipment) H13 Dish Washer H14 Dishwarmer H15 Dispenser-Vending Machine H16 Display Counter / Refrigerated Display H17 Dumb Elevator H18 Electric Chimney H19 Electric / Gas Deep Fryers H20 Exhaust Fans & Ventilators H21 Fryers H22 Garbage Processing Machine
H23 Gastronorm Pans H24 Gelato H25 Griller H26 Grinder / Mixer H27 Holloware H28 Hot Plate (Refer H10 - Commercial Kitchen Equipment) H29 Ice Box H30 Ice Carving Sets H31 Ice Cream Bags H32 Ice Cream Dispenser H33 Ice Cream Freezer H34 Ice Cream Machine H35 Ice Cube Machine H36 Induction Cookers H37 Industrial Mixers H38 Kitchen Cleaning Solution H39 Kitchen Design & Planning H40 Kitchen Equipment Maintenance & Service Kitchen Exhaust System H41 Kitchen Utensils (Refer D30 - Kitchenware) H42 LPG H43 Mincer H44 Noodles & Pasta Machines H45 Ovens (Refer B17 - Ovens) H46 Popcorn Making Machine H47 Portable Cabins H48 Pressure Cooker (Refer H10-Commercial Kitchen Equipment) H49 Refrigerated Display Counters (Refer H51 - Refrigeration Equipment) H50 Refrigerated Transport Containers H51 Refrigeration Equipment H52 Sauce Pans (Refer H10 - Commercial Kitchen Equipment) H53 Shawerma H54 Slush Machine H55 Softy Machine H56 Stoves & Burners (Refer H10 - Commercial Kitchen Equipment) H57 Tandoor H58 Thick Shake Machine H59 Turnkey Project Consultancy (Refer J19 - Turnkey Project Consultancy) H60 Utility Vehicle (Refer H10 - Commercial Kitchen Equipment) H61 Vegetable Cutting Machine (Refer H10 - Commercial Kitchen Equipment) H62 Walk-In-Cold Rooms H63 Water Coolers H64 Water Dispensers Waste Management & Water Treatment Technology
I04 Food Waste Treatement System I05 Non-Chemical Water Treatment I06 Reverse Osmosis Plants I07 Sewage Treatment Plants I08 Solid Waste Management (Wet/Dry) / Garbage Disposal Systems I09 Water Chlorinator I10 Water Disinfectant I11 Water Filtration Plant I12 Water Purifiers I13 Water Related Technologies I14 Water Tanks I15 Water Treatment Chemicals I16 Water Treatment Plants Consultants J01 Acoustic Consultants J02 Architect J03 Bar Consultants J04 Civil Consultants J05 Environment Consultants J06 F& B Consultants J07 General Insurance for Hotels J08 Hotel Consultants J09 Interior Consultants J10 Kitchen Consultants J11 Landscape Consultants J12 Laundry Consultants J13 Leisure & Amusement Park Consultants J14 Project Consultants J15 Real Estate Consultants J16 Recruitment Consultants J17 Spa Consultants J18 Technical Consultants J19 Turnkey Project Consultancy Spa & Wellness K01 Aromatherapy Diffusers K02 Beauty Care Products K03 Chill Shower Equipment K04 Cosmetology Equipments K05 Essential Oils K06 Hair Styling Equipments K07 Hot Water Generators K08 Hydrotherapy Equipment K09 Indoor Air Quality Equipment K10 Jacuzzi Equipment K11 Massage Chairs K12 Massage Tables K13 Nail Stations K14 Nutrition Supplements K15 Sauna Equipment K16 Spa / Salon Toiletries K17 Steam Equipment
I01 Drain Cleanng Equipment I02 Drinking Water Plants I03 Effluent Treatment Plants
Listing facility also available online at www.expresshospitality.com/hpf Company Name: ____________________________________________________________________________________ Contact Person: ______________________________________ Designation: _____________________________________ Address: __________________________________________________________________________________________ City: __________________________ Pin code: ______________________________ State: __________________________ Tel.: _________________________________ Fax: ________________________ Mobile: ___________________________ Email: ______________________________________________ Website: _______________________________________ Product Codes: _____________________________________________________________________________________ *Please attach extra sheet if contact details do not fit in the area provided. Yes I am intersested in paid advertising in HPF 2013 ONLY TEN FREE LISTINGS PER COMPANY WILL BE PERMITTED ENTRIES SHOULD REACH BEFORE 15TH JUNE, 2013 Mail all forms to: Darshana Chauhan, Express Hospitality, Global Fairs & Media Pvt. Ltd., 2nd Floor, Express Towers, Nariman Point, Mumbai - 400 021. For any other queries, Contact - Darshana Chauhan on Tel.: +91 22 67440499 • E-mail: express.hpf@gmail.com
E|D|G|E TECHTALK
Understanding loyalty Acquiring new customers costs almost eight times more than maintaining them. Scrigno helps to find new customers and build loyalty through integrated tools to create effective marketing campaigns
owadays, structures operating in the tourism and hospitality sector must aim for customer loyalty and attempt to increase their market share, given the increasing competition they face combined with recurring downturns in the international tourism demand.In order to achieve this aim, your company must learn to understand and satisfy the needs of its customers, be they effective or potential, single or business customers. You need to call customers by name, imagine their needs
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beforehand, analyse their sociological motives and reasons for buying, offer them solutions that may satisfy their needs. Moreover, if you have a sales team working for you, it is important to monitor its results, activities and negotiations. GP Dati's Scrigno CRM & SFA – Customer Relationship Management and Sales Force Automation module is the ideal tool for putting marketing strategies into practice. SCRIGNO doesn't simply have a CRM module. It IS a CRM system, as it uses the information collected via PMS concerning the management of the guests (preferences, habits, production and demographic characteristics) for customer profiling in order to segment customers and marketing activities. Through the use of a unique centralised database for all departments or all the hotels of the company, CRM processes real-time data, allowing to plan effectively every marketing action: allows an accurate segmentation of customers, crossing several variables, and to realise marketing campaigns or prospect lists, feeding at the same time the personal profiles. In fact the Marketing Automation function allows to associate a list of customers addresses profiled from CRM to a specific campaign and possibly send a DEM (email campaign) thanks to the integrated email engine Scrigno MMAIL. Finally, it allows you to measure the conversion rate of your campaign.
the stay in hotel, such as: ● Information on hotel services and promotions bookable directly through OnlineConcierge ● News about exhibitions and events available in the locations during the period of stay ● Suggestions on the attractions of the area and information on public services in the city ● A map with directions to the hotel ● Publish promotions and offers directly from PMS, making them bookable directly from OnlineConcierge. Offers and services booked in this way are automatically included in the PMS and notified via email to relevant departments or to any external service provider. The platform also offers the possibility to send greeting cards, promotions and offers, to process usage statistics and send automatically, after the guests' stay, a questionnaire of customer satisfaction.
OnlineConcierge
e-marketing
OnlineConcierge offers to the customer a professional and personalised welcome since first email contact. The editorial service integrated on Scrigno automatically sends an email confirmation with a link to a web page containing all the useful information for
e-marketing is a robust and scalable email marketing platform, with thousands of customers around the world. It also supports text messaging and social media campaigns, all under one roof, all delivered as a SaaS solution. Entirely web-based, no software to be installed: it can be used with Internet Explorer, Firefox, Safari, Chrome, and with any PC or Mac. Messages are physically sent by the server platform. Chances are, emarketing has all the tools needed to plan and execute successful marketing campaigns that leverage email, text, and social messaging.
Scrigno offers a number of advantages, as it is: Modular: Scalable and flexible, it can be tailored to the needs of all hotel companies. Web based: It is safe and expandable and can be used from any location thanks to its Web-based technology and low operating costs. Open: It is created with the most advanced IT tools: Java, Oracle relational DB, Application Server, as well as Linux and Windows operating systems. Multi-channel:It is integrated with electronic booking channels via international standards-based protocols: Open Travel Alliance (OTA) for multichannel operation, XML for data integration.
26
EXPRESS HOSPITALITY
www.expresshospitality.com
Why choose Scrigno? Scrigno is a technological solution that allows for implementing policies to continuously improve business efficiency, with the aim of: ➤ Increasing the occupancy rate of structures ➤ Maximising sales thanks to a multi-channel approach ➤ Optimising pricing policies with the aid of revenue management techniques ➤ Improving management of primary activities and resources ➤ Improving customer loyalty and profitability. The suite comprises a range of integrated elements, such as: ➤ Customer database ➤ Central Reservation System integrated with GDS and Web portals ➤ Revenue management ➤ CRM and Marketing Automation ➤ Sales Force Automation ➤ Operational management
Chain Management Peripheral Structures
Crs and multichannel sales
PMS Yield PMS
Customer Database
PMS
Sfa
Crm and loyalty Management control
systems: hotel management software (PMS), accounting and warehouse functions management software ➤ Food & Beverage and Points of Sale (POS) ➤ Service card and electronic wallet based on RFID technology ➤ Management control Uniform system of account for hotels. GP Dati is a leading hotel management software company based in Italy with almost 1,000 PMS installed in an equal number of hotels, mainly four and five-star facilities, located throughout Italy and in several European countries. May 16-31, 2013
Hospitality
Life
TRAINING AND DEVELOPMENT
Train your sights on becoming a trainer Considering a career in training? Dominic Costabir provides a peep into his life as a trainer and throws light on this growing career opportunity
hen it comes to career options in hospitality, not many think of training – I didn’t either. And had somebody suggested it to me, I’d have laughed – for I was a maverick, disliked academics and was ops-oriented. I completed my hotel management from IHM Mumbai (23 years ago) and started party catering with an investment of `350 (that’s all the money I had) in visiting cards. I took party orders and prepared, delivered and served the food; even washed utensils. After two years of this one-manshow business, I rented a shop and added manpower. Shortly, I was supplying food to industrial and office canteens. But after 12 years, despite my earnings, I felt bored and ops stopped stimulating me mentally. That’s when I took a leap of faith and started HTI – Hospitality Training Institute (in 2002). Initially, at HTI we focused on student programmes but since 2008, we only train hospitality professionals on the job. Today, HTI has an all-India presence with over 25 full-time trainers across India.
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Dominic Costabir
May 16-31, 2013
For me, the moment I started training, I felt rejuvenated and alive – I knew this is what I always wanted and till date the adrenaline pumps every time I enter a training room. The strange part is when I started, I was horrible at training but thankfully, I had amazing participants who taught me a lot. Other trainers advised me and I also observed and emulated their techniques. But experience taught me that there was a huge difference in a teacher and a trainer. A teacher usually works with children and teenagers and mostly knows more about the topic than the students. In most cases, the teacher would be older than the students and thus can afford to order them around without hurting their egos. The style of imparting knowledge/education would be the top-down approach – also called adult-to-child or parent-to-child approach. A trainer, on the other hand, deals with a different set of people – they may be older and more experienced and knowledgeable about a topic. Most often, a trainer is reminding participants about www.expresshospitality.com
what they already know and demonstrating how they could leverage their knowledge through a particular technique. Also, since it is adult learning, if they feel you are ‘teaching’ them, it hurts their egos and they may rebel. The trainer thus ends up facilitating learning by creating an environment that is conducive to the exchange of knowledge in an interesting and nonintimidating manner. For this to happen, the ideal trainer should be mature, devoid of an ego and open to learning. From the participants’ perspective, there has also been a sea change in the way they view training. Earlier, when nominated for training, participants were offended – “What, am I not good enough that I should be trained?!” Today, the scene has changed and when not nominated, they are affronted – “What, am I not good enough to be trained?” Participants realise that on the job experience is great but to catalyse their growth, there is nothing like training. Traditionally, newcomers were trained by their seniors and the seniors were almost always old hands of the organisation. But due to high attrition levels, those at the top of the hierarchy too change often. So companies are forced to look at training through a trainer only and cannot rely on talent to create new talent. As a career option, training offers vast potential as the industry is growing and freshers who join in often do not even have a short term hospitality course behind them. Training is required at three levels. Firstly, there is the induction – which happens when a person joins in. The next level is training her/him to perform effectively and
efficiently at the level they are currently working at. And then there is the upgradation training which is aimed at preparing them for the next level. Like me, in most instances, training was never the first career option of the trainers I’ve met or work with. Also, I’ve met some operational personnel who opted for training as it’s less stressful and allows perks like ‘no shifts’ and ‘offs on Sundays’. But the trend is changing now and youngsters are planning their careers in training. To those of you who are either planning or sure you want to get into training, my advice is: don’t opt for training without at least five years of hospitality operational experience. Your experience and maturity will help you connect with participants, empower your presentations and sharpen your understanding of people and concepts. Also, don’t opt for training because you find ops too stressful – this indicates that your heart is not in your work; and without passion you can’t succeed at anything. Besides, the training industry too is hotting up! We travel a lot, work on Sundays, handle large groups and have to adjust to last minute requests and changes. The hospitality industry is growing by leaps and bounds, and the opportunity in training abounds. As a trainer, you could join an organisation as their in-house trainer, freelance, start your own training company or join a company that specialises in training. So, if training fires your imagination, get on board and help fire the passion for hospitality in others! The writer is the director of HTI India EXPRESS HOSPITALITY
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A new vision Welcomgroup Graduate School of Hotel Administration, Manipal held the WGSHA International Symposium on Vision-2015: Travel, Food & Stay in Manipal. A glimpse into the event
Chef Christophe Megel, CEO, Sunrice Global Chef Academy, Singapore addressing the students at the one-day symposium on Vision-2012: Travel, Food and Stay, organised by Welcomgroup Graduate School of Hotel Administration at Fortune Inn Valley View in Manipal
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ake a positive impact on the industry and society by sustaining the culture and tradition of food – that was the advice of Chef Christophe Megel, CEO, Sunrice Global Chef Academy, Singapore to the participants of the one-day International Symposium organised by Welcomgroup Graduate School of Hotel Administration (WGSHA) at Fortune Inn Valley View. In his keynote address Chef Christophe highlighted the changes in food service industry with the fast emergence of the quick service dining experience rather than the fine dining restaurant. In this context he stressed on the problem of food being wasted. He also gave an introduction to the evolutionary trends of meal fragmentation, eating alone, snack culture, wellness, and complex food cultures as also the growing trend of global food consumption. The day-long symposium
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on 'Vision- 2015: Travel, Food and Stay', touched on several aspects of the hospitality and tourism industry. It was inaugurated by the registrar of Manipal University Dr G K Prabhu. He pointed out how important the three aspects were for the industry today. “Everyone looks for good food, likes to stay in places and definitely likes comfortable travel,” he said. He lauded the efforts of WGSHA in holding such a symposium which has a lot of importance in today’s context. Principal of WGSHA, Prof Parvadhavardhini Gopalakrishnan welcomed the gathering and in her closing address and emphasised on the importance of holding such a symposium. Seven speakers from different areas of the industry were the resource persons and they shared valuable information with the students and faculty. Dr. Asad Mohsin, chairperson of Tourism & Hospitality at the University of Waikato, New www.expresshospitality.com
Zealand, underlined the global perspectives of providing best quality service to customers by not only satisfying them, but exceeding the expectation of guests. He mentioned that today’s consumers are more demanding in terms of service delivery, and, knowing the cultural behaviour of consumers is of paramount importance. Dr Swaroop Sinha, principal of ITC Hospitality Management Institute, New Delhi while talking on responsible tourism urged the up-coming hospitality managers to be the changeagents and to bring about a balance between luxury and sustainability. He also said that ‘change in service mindsets’ can only be the main differentiating factor between good service and great service and highlighted the need to promote spiritual tourism, agro tourism and village tourism in the dimension of guests' luxury experience. Roop Chadda, senior VP, The Residency Towers, Chennai
stressed on the importance of human resource practices in today’s world and Lebana Penkar, director of Training & Development, Sofitel, Mumbai, highlighted on the latest HR development in hospitality and tourism as also accentuated the evolution of HR as an active business partner rather than just performing the administrative role. Chef Gerard D'Souza, dean Learning & Development, Institute of Hotel Management, Aurangabad spoke of the significant contribution made by countries like France, Spain and Africa in international cuisine. “The future is liquid food because of our present lifestyle,” he said. Amit Taneja, business head, Cleartrip spoke about the impact of social media in the decision making of consumers on their travel plans. Vidya Patwardhan, Rahul Shedbalkar and Rajiv Mishra were the coordinators of the symposium. May 16-31, 2013
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Movements Alila Bangalore Hotel and Residence
The Ritz-Carlton, Bangalore
Alila Bangalore Hotel and Residence has appointed Krishna Unni as the general manager. His key responsibilities will include- overseeing the group’s operations, expansion and growth in the country and building the brand within this diverse and challenging market. Prior to joining Alila Bangalore Hotel and Residence, he held management positions with Sankara Hotel Nairobi, Kenya, JW Marriott Hangzhou and Courtyard by Marriott Hangzhou Wulin.
The Ritz-Carlton, Bangalore has appointed of Chef Anupam Banerjee as the executive chef of the hotel, which is set to open in late summer of 2013. He will be responsible for all the pre-opening stages of kitchen, menu planning and overseeing the daily culinary operations of all seven restaurants and bars, inroom dining, catering and special events.
Courtyard by Marriott, Mumbai International Airport Chandrashekhar Joshi has been appointed as the director of operations at the Courtyard by Marriott, Mumbai International Airport. He moves back in operations and will be responsible for managing the rooms, food and beverage operations for the hotel. He began his career with Le Meridien, Pune in food and beverage before joining the Renaissance Mumbai Convention Centre Hotel in the F&B beverage department.
Park Hyatt Goa Resort and Spa Park Hyatt Goa Resort and Spa has announced the appointment of Bharat Ratanpal as the director of sales and marketing. He will oversee the induction of marketing agendas, planning sales and distribution strategies for relevant national and international markets, customer servicing and people management. Prior to this assignment, he was the director of sales at Grand Hyatt Goa.
May 16-31, 2013
Berggruen Hotels Berggruen Hotels, the parent company of Keys Hotels, has appointed Vijay Sethi as the chief operating officer. Before joining Berggruen Hotels, Sethi was associated with Thomas Cook India as SVP and head, tour management and customer service. He has also been associated with The InterContinental hotel, The Leela Kempinski Hotel, Jet Airways and Asian Heart Institute on varied leadership designations.
The Westin Gurgaon, New Delhi
The Westin Mumbai Garden City
The Westin Gurgaon, New Delhi has announced the appointment of Kapil Dubey as executive sous chef. In his new role he will be responsible for engineering the success of dining venues. He has also been a part of other brands- Marriott International Baku and Dubai, Hyatt International Goa, Four Seasons Hotels and Resorts Maldives, One & Only Dubai.
Pawan Sharma’s profile has been enhanced and re designated from director of security to director of security and wellness for The Westin Mumbai Garden City. He will be responsible for the operations of Westin Workout Fitness Studio, Heavenly Spa and The Car Valet Management in addition to the Security.
Courtyard by Marriott Pune City Centre Neha Saigal has been appointed as associate director of rooms at Courtyard by Marriott Pune City Centre. Prior to this, Saigal was the assistant front office manager at Courtyard by Marriott Mumbai International. She has also worked with JW Marriott Chandigarh, JW Marriott Mumbai and with Melbourne Marriott Hotel, Australia.
eRevMax eRevMax has announced the promotion of Prashant Menon to vice president sales, Asia Pacific. He will be responsible for meeting increased demand in APAC and developing industry partnerships. He will also focus on actively engaging with chains and independent hotel companies employing a consultative approach to help them maximise returns from online bookings and their electronic distribution initiatives. Menon’s focus will be to expand the footprint of eRevMax’s solutions and services into Thailand, Cambodia, Vietnam and Malaysia as well as open the Australian and New Zealand markets.
Fairmont Jaipur
Absolute Hotel Services Group
Shagun Sethi has been appointed as director of sales and marketing, Fairmont Jaipur. Prior to joining Fairmont, Sethi worked with The Oberoi Group as sales manager - key accounts national sales. She has held a progressive position in a brand like ITC.
Absolute Hotel Services Group has announced the executives movement for the group. Mark Heather who was previously managing director for Absolute Hotel Services India has relocated to Hanoi, Vietnam as country manager for Vietnam, Cambodia and Laos. He will be working with the Hanoi office and the corporate team in Bangkok to have oversight of the technical services and pre-opening processes as well as responsibility for all operating hotels in the region. Chakrit Saengkong has been appointed as director of technical services. He will responsible for providing technical services assistance of new build, renovation projects and consultancy work as well as assisting with resolution of any technical issues impacting on the projects. Nannalin Netrungsri who also has just been appointed as marketing manager with the corporate marketing team based in Bangkok. She will assist marketing team with the pre-opening PR/marketing process as well as preparing market research for business development team.
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Royal treat
WEEKEND
he ballroom of the Taj turned orange as the Netherlands celebrated the swearing-in ceremony of its new king, Willem-Alexander. Seen on the screen was the live telecast from Amsterdam of the investiture of King WillemAlexander that followed the abdication of the throne by Queen Beatrix. The Netherlands Consul General Marijke van Drunen Littel was there to welcome the many guests who were encouraged to wear a touch of orange. A performance by Dutch pianist Mike del Ferro and noted contemporary Indian sitar player Niladri Kumar and his group of musicians added to the action. It was a fusion concert of the two cultures. Later, it was time for Heineken beer, Ballantine’s whisky and wines, followed by a delightful dinner buffet at the Crystal Room.
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SCENE AND HEARD
Marcellus Baptista
Marijke van Drunnen Littel and musicians at the Netherlands party at the Taj
WHAT'S HAPPENING IN MUMBAI’S HOTELS? A PEEK INTO THE PARTY CIRCUIT AND EVENTS IN THE CITY...
Focus again
Cuban cheer estaurateur Kishore D F was at it again! After successfully starting bars like WTF and The Big Nasty, he launched his new Cuban-styled bar called Loca Loca. There were two parties to herald its launch near Khar railway station. While the catchy music blended with the cocktail chatter, doing the rounds were appetizers and drinks including the signature vodka sangria. Guests included Vikas Bhalla, Narendra Kumar, Hard Kaur, Achla Sachdev, Siddharth Kannan, Manasvi Mamgai, Surilee Joseph, Dolly Bindra and Sandhya Shetty. And everyone promised to come back to Loca Loca that means ‘crazy crazy’!
Happy brunch unday brunches are always cheerful events, what was billed as ‘The Happy Brunch’ at Woodside All Day Bar and Eatery. Looking happy indeed were guests like Shruti Seth, Roshni Chopra, Anushka Manchanda, Maria Goretti, Swara Bhaskar, Ashwin Mushran, Shamita and Mashoom Singha. While Heineken beer and select cocktails were on offer, the treat continued with fabulous fare from the live grill station, egg station, salad spread, variety of bread, pastas and more. It seemed a happy way to spend your Sunday afternoon.
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Shivan, Anushka Manchanda and Narresh at the 'F in Focus' at F bar he fashionable nights continued at F bar with its fourth edition of the celebrity-concept ‘F in Focus’ with designer duo Shivan and Narresh. It gave the designers a platform to launch their luxury digital online swimwear store with guest of honour Anushka Manchanda. Guests were seen relishing the wasabi curry leaf prawns, while Cointreau was the drink of choice. Spotted at this fashion edition were the likes of Swara Bhaskar, Anjana Sharma, Kavita Kapoor and Aishwarya Nair. And the talk was that ‘F in Focus’ is a property that aims at applauding and celebrating the achievements and accomplishments of established and upcoming talent.
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Kishore DF and Lina Ashar at the launch of Loca Loca May 16-31, 2013
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Sanea Sheikha, Shamit and Mashoom Singha at the Woodside brunch
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WEEKEND E V E N T S
Fan's delight
Better understanding
Accor India jointly with Air France organised a FAM trip to Paris for ten of the top travel agents from India in March 2013
Bollywood Tourism organised a Bollywood FAM tour for concierges from various five star hotels in Mumbai
Creativity unleshed
Happy note
Dr Lalit K Panwar, chairman and managing director, ITDC and Chandana Khan, special chief secretary, Tourism, Government of Andhra Pradesh appreciate the works of the artists at the Art Camp held at The Ashok, New Delhi
Ganesh Nayak, COO and executive director, Nutralite receiving the ‘Product of the Year 2013’ award from Nandan Nilekani on behalf of Zydus at an award ceremony held in Mumbai
Fast growth
Bharat Bhawna Diwas L-R: Shrikant Wakharkar, general manager, The Westin Chennai Velachery, with Vir Sanghvi and Dilip Puri, managing director India and regional vice president- South Asia, Starwood Hotels and Resorts at the opening ceremony of The Westin Chennai Velachery
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235 team members from The Leela Mumbai came together under the aegis of chairman emeritus Capt C P Krishnan Nair to observe Bharat Bhawna Diwas to create a new world record with the largest number of people singing the national anthem at a time
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REGD.WITH RNI NO.MAHENG/2005/21391, REGD.NO.MH/MR/SOUTH-44/2013-15,PUBLISHED ON 2ND & 17TH EVERY FORTNIGHT, POSTED ON 3,4,5 & 18,19,20 OF EVERY FORTNIGHT POSTED AT IND.EXP.PSO.