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Travel Hospitality Issue 05 | Volume VI | february 2015 | `50
s d r a w A llnd TnH , e c n e l l e c x E g n i r Honou & t n e l a T g n i s i n g o Rec n o i t a v o n n I g n i g a r Encou
||FROM THE EDITOR || Organisations Par Excellence
As all our readers may be aware, last month we hosted the second edition of the Travel and Hospitality Awards. Our awards were handed out to a select group of organizations and individuals, who are recognized industry leaders, for their singular contributions to the Indian tourism industry. Since by definition awards are an occasion to reflect upon significant accomplishments, our entire February issue is dedicated to our award recipients. All our winners have proven their distinction in the travel community and delivered on the promise of providing us with unique, innovative and quality travel products. As you read this issue, you will find a lot of valuable information in the interviews featured. The executives who have responded on behalf of their organizations play vitally important roles in the success of their companies and our industry.They have successfully ensured the positive growth and expansion of their organizations and they promote brands that not only enjoy the highest level of customer loyalty but also positively contribute to the over-all impression of the Indian tourism industry. I hope that while you flip through the following pages, you stop to think about your own organizations and perhaps implement a few tweaks to your management philosophies if you recognize a need, or pat
yourself on the back if you or your organization are already featured in the issue. Finally, on behalf of the entire team at Travel and Hospitality I would like to express my sincere gratitude to all our guests for taking time out of their busy schedules to come and support us. Our show provided me with an excellent opportunity to interact with all of you. A special thank you is also in order for all our esteemed sponsors. Travel and Hospitality Awards were fortunate enough to receive strong, and generous support from the most reputable organizations in the Indian travel and tourism world. Our awards were a success because of your faith in us. Again, Thank You
srishti rai editor
TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS
Most Respected Veteran of Hospitality Industry S. S. H. Rehman, Non-Executive Director on the Board of ITC How do you feel about being honored with the ‘Most Respected Veteran of the Hospitality Industry’’ award at the Travel and Hospitality Awards 2014? You feel humbled and honoured when such a prestigious recognition is bestowed upon you. I am very pleased that my professional successes have been acknowledged and I have received the award for being the ‘Most Respected Veteran of the Hospitality Industry’’ at the TnH Awards 2014. How did you manage to achieve such an outstanding position in the hotel industry? What were your success mantras? Well, I started my career with the Indian Army so that taught me discipline. I joined ITC in 1979, I always tried doing my best in my line of duty and strived to broaden my comprehension and enrich my core profession. My philosophy or my mantra for success in the hospitality industry is that one must remember that the customer comes first, the organization and its people next and you yourself come last. What advice would you like to give to next generation of hoteliers who desire success in this industry? Like I briefly mentioned before, to succeed in the hospitality sector, budding hoteliers should take time out to broaden their comprehension 360 degrees outward to the best of their capabilities, all the while enriching their core profession as a pivot.
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TRAVEL AND HOSPITALITY | FEBRUARY 2015
“Doing my best in my line of duty in order to broaden my comprehension and enrich my core profession. In my philosophy, customer comes first, organization and its people next and myself last.”
TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS Most Powerful Woman in The Industry Jyotsna Suri Chairperson & Managing Director Bharat Hotels Ltd. How do you feel about being hon-
itless hospitality. Training is contin
ored with ‘Most Powerful Woman in
ously being conducted to achieve the
The Industry’ award by TnH at its
highest level of service.
Travel & Hospitality Awards 2014? What does winning this award
What have been the long-term vi-
mean to you?
sion and objectives of your chain?
I feel privileged to receive this award.
Where would you like to see your
It reiterates the strength of a woman
brand in next five years?
and reaffirms my belief that hard work
My vision for my hotel chain is to reach
and perseverance always pays off.
the highest level of hospitality and that is where I would like to see my brand
What motivated you to achieve
in the next five years.
such an outstanding position in the industry?
What advice would you like to give
I have pursued my goals with determi-
to young female executives who de-
nation. There is an on-going effort to
sire success in this industry?
achieve excellence in product and
I would advise every woman to believe
service.
in herself and never give in. No matter what life throws, she should take it as
What will you describe as most rewarding achievement of your entr preneurial career? The most rewarding achievement of
“I feel privileged to receive this award. It reiterates the strength of a woman and reaffirms my belief that hard work and perseverance a ways pays off.”
my career has been to carve a new identity for The Lalit Suri Hospitality Group under the brand name ‘The Lalit’. The brand has established its credibility.We define ourselves as ‘Tr ditionally Modern, Subtly Luxurious, Distinctly Lalit’. What do your customers value most about your hotel brand? How do you maintain service excellence in your operation? Our customers value our signature lim-
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TRAVEL AND HOSPITALITY | FEBRUARY 2015
a challenge and overcome it.
TRAVEL & HOSPITALITY AWARDS 2014
The annual Indian visits to main land China have maintained increase in recent years as seen in the below form: On the list of China's main source markets in 2014, India was No. 10.
2010
549 thousand
22.4% increase
2011
607 thousand
10.4% increase
2012
610 thousand
0.6% increase
2013
677 thousand
10.9% increase
2014
710 thousand
4.9% increase
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TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS Most Outstanding Organisation of the Year: InterGlobe Enterprises How do you feel about your group
utes satisfaction guarantee. These
InterGlobe Enterprises being ho-
amongst other factors have made
noured with ‘Most Outstanding
our brand stand out and define its
Organisation of the Year’ award at
own niche in a cluttered market
TnH’s Travel & Hospitality Awards
space.
2014? We feel honored and privileged to re-
What are the long-term vision &
ceive the prestigious award by the
objectives of InterGlobe Hotels?
TnH magazine on this unique plat-
With 10 ibis hotels open and 9 under
form recognizing patrons and defin-
development, the company shall
ing excellence in the travel, tourism
have a portfolio of 19 operational ho-
and hospitality industry. This award
tels with room inventory of about
is a testimony to our best-in-class
3500 rooms by 2017. InterGlobe Ho-
products and services. Our relent-
tels will also commit to 5,000 rooms
less focus on providing world class
by 2017. We are also looking at
services, state of the art technology
strengthening our presence in Tier-II
and overall great price value equa-
and Tier-III markets. We at Inter-
tion has made us one of the leaders
Globe Hotels are well positioned to
in our industry.
ride this wave of improved market sentiment. We are already present in
What will you describe as the
all important cities and we have 3
most defining characteristic of In-
more scheduled openings at Goa,
terGlobe hotels? What do your
Kochi and Chennai planned for the
customers value most about your
year.
hotels? InterGlobe Hotels(IGH) has had a
What advice would you like to
fantastic run since its inception
give to next generation hotel pro-
nearly a decade ago. IGH represents
fessionals who desire success in
one of the most noteworthy financial
this industry?
commitments made to the mid-mar-
The hotel industry is the fastest
ket hotel segment in India by any In-
growing industry when it comes to a
dian and/or international hotel chain.
flux of new professionals. The initial
We have ensured that we have a
years in any industry require a pro-
Pan-India presence with hotels in
fessional to hone their skills, be re-
most major cities so that we can be
ceptive to any kind of learning that
present where the customer needs
may come along their way and ex-
us.
plore their areas of interest. A mantra
We stand out for our consistency of
of exploration- interaction and ex-
product and service, value for money
prience should be followed by all pro-
pricing and hassle free experience,
fessionals for long term success in
but above all for the unique 15 min-
our field.
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TRAVEL AND HOSPITALITY | FEBRUARY 2015
J B Singh President & CEO, InterGlobe Hotels
“This award is a testimony to our best-inclass products and services. Our relentless focus on providing world class services, state of the art technology and overall great price value equation has made us one of the leaders in our industry.”
TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS Most Outstanding Travel Technology Provider: InterGlobe Technology Quotient “This award is testimony of our efforts in providing best-in-class products and services with exceptional qualities to our partners and customers. Our commitment to timely deliverables with a focus on high-end technology has made us a leader in the industry, a position we are certain to uphold in the years to come.”
How do you feel about InterGlobe Enterprises being honored with’ Most Outstanding Organisation of theYear’ award and ITQ being honoured with ‘Most Outstanding Travel Technology Provider at TnH’s Travel & Hospitality Awards 2014? We are honored to receive this prestigious award by TnH magazine on this unique platform recognizing patrons and defining excellence in the travel and tourism industry. This award is testimony of our efforts in providing best-in-class products and services with exceptional qualities to our partners and customers. Our commitment to timely deliverables with a focus on high-end technology
cess in this industry?
has made us a leader in the indus-
The travel and tourism industry is
try, a position we are certain to up-
growing at a fast pace when it
hold in the years to come.
comes to a dynamic flux of new professionals. High income levels of
What will you describe as the most defining characteristic of
Anil Parashar President & CEO, InterGlobe Technology Quotient
ITQ? What do your customers
travelers and the constantly evolving travel industry have led to an increase in the number of people trav-
value most about ITQ?
been extremely crucial. We now
eling across the globe today. While
Cutting edge travel technology solu-
What have been the long-term vi-
allow agents to search for flights,
95% Indian travelers plan domestic
tions with unmatched inventory op-
sion and objectives of ITQ? What
fares and hotels in a number of
holidays, 66% travel abroad, indicat-
tions is something that we at ITQ
is current top priority?
ways, including using maps to cre-
ing that travelers are spending more
take great pride in. Customers
Our vision is to be provider of a plat-
ate the best travel options for their
on travel plans. Education is the
across the globe value our focus on
form that is redefining travel com-
customers. We have also been off
foundation for growth and success
technology and the merchandising
merce for our customers. Our focus
the blocks with our Travelport Mer-
of next generation travel profession-
platform with rich branding content,
is to deliver the best possible rich
chandising Platform which has rede-
als. Since travelers are educated
offering a unique value proposition
travel content through our Travel
fined the way airlines sell their fares
about the travel industry, they look
in terms of accuracy, quality, flexibil-
Commerce Platform which enables
and ancillaries through the travel
for the best option that suits them.
ity and cost savings to a large num-
agents to search and book travel in
agency channel.
Hence, connecting with and provid-
ber of airlines, travel management
real-time, through innovative pointof-
companies, online travel companies,
sale technology which is both desk
What advice would you like to
should be the fundamental objective
travel technology companies and
and mobile oriented.
give to a next generation travel
of any travel professional in the in-
professional who desires suc-
dustry, in order to succeed.
hotels, provided by ITQ.
The launch of Smartpoint has
ing customers with what they want
TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS
Most Outstanding Travel Company & Most Outstanding Service by a Travel Company: TUI India Vishal Sinha, COO, TUI India
How do you feel about your
rate of customers. Our fully
company being honored with
trained employees offer personal-
‘Most Outstanding Travel Com-
ized attention to each of our cus-
pany’ award byTnH at itsTravel
tomers,
& Hospitality Awards 2014?
customer keep coming back to
What does winning this award
us. Also, with our heritage from
mean to you?
TUI Group, we have over 250
We are ecstatic after winning this
brands globally, ensuring that the
award. Getting such recognition
traveller gets the best holidays
from this platform only encour-
along with the best deals. Our
ages us to do better in the indus-
stores are strategically located for
try. TUI India has been in India
effortless accessibility, while the
holiday experiences to make a dif-
some
now for over 6 years and our un-
audio-visual presentations give
ference as well as what our cus-
brands from TUI’s global portfolio.
derstanding of the Indian market
an elite experience to our cus-
tomers get when travelling with us
With social media enhancing our
has helped us reach where we
tomers, guiding them to make the
– be transformed to the best ver-
experiences when it comes to
are today.With all the hardwork of
best decisions for their holiday
sion of their true self by re-ener-
travel, TUI India is striving to bring
gizing their life with moments that
out a TUIrist in everyone.We want
really matter.
to ensure that every customer
which
makes
the
our trained employees who work
“We are ecstatic after winning this award. Getting such recognition from this platform only encourages us to do better in the industry. TUI India has been in India now for over 6 years and our understanding of the Indian market has helped us reach where we are today.” unique
and
specialist
relentlessly to provide the best
What have been vision and ob-
services to our customers, this
jectives of TUI India?
award is a testimony of our excel-
Our vision: Making travel experi-
Kindly elaborate upon the role
back with rich travel experiences.
lent service offerings.
ences special for our customers.
your company plays in Indian
TUI India helps our customer feel
Our objective: Our global claim
market?
more connected to the place and
What factors led to your com-
sums up what the TUI brands are
India is an exciting market for us
its history and bring back lasting
pany achieving such an out-
famous for and works as our
and we have seen tremendous
memories.
standing
position
in
the
travels with a smile and comes
promise towards the customer. It
potential for growth here. Our in-
industry?
expresses what we do - designing
tention has been to create a di-
How has been growth of your
TUI India boasts of high retention
personalized hotels, services and
verse product portfolio by bringing
company in Indian market?
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TRAVEL AND HOSPITALITY | FEBRUARY 2015
TRAVEL & HOSPITALITY AWARDS 2014
SPECIAL AWARDS What are the key achievements
to keep abreast of changing times
concept stores across India are
of your company?
to provide fun filled holidays for
designed to give personalized
We have got tremendous re-
every traveller.
and quality services to every cus-
What are the values and culture
tomer that visits our office. Our
your company stands for?
sponse from the market hereboth
the journey.
from the B2B as well as the B2C
How do you maintain high qual-
website allows our customers to
Our values:
channels. In B2C, we have ex-
ity in your services?
contact us through email.We also
T – Trusted: BBeing a part of TUI
panded our presence in North
TUI boasts of an impeccable rep-
have a helpline service to answer
Travel PLC, our quality is in line
India with 4 retail stores in Delhi,
utation in providing quality serv-
every query. We have incorpo-
with
and now we have moved to West
ices in India and abroad. All our
rated some of the best Global
which makes us one of the most
with a store each in Mumbai and
practices followed within the
reliable choices for travel.
Ahmedabad. Our
group company- this helps us en-
U – Unique: WWe understand
pricing policy and differentiated
sure a seamless and a delightful
that the requirement of every trav-
products like Quarks, Moorings,
experience for the TUIrist through
eller is different. Our innovative
transparent
international
standards,
Intrepid Holidays have enabled us
packages are exclusively de-
to scale our B2B business rapidly
signed around our customer’s
Pan India. Our company is grow-
needs, giving them a true 360 De-
ing at a CAGR of 50% year on
gree experience.
year and we expect the trend to
I – Inspiring: At TUI, we act as a
continue over the next 5 years.
modern, responsible and innova-
We are in process of introducing
tive brand. We keep innovating
our Mobile App as well as the
and engaging with our clients,
transactional website that will only
while staying up to date to help
help us become the most pre-
them make informed decisions.
ferred Travel Company in India. What advice would you like to What is the USP of your com-
give to next generation travel
pany?
professionals who desire suc-
What makes TUI unique from
cess in this industry?
other travel companies is the
Tailored vacations are going to
breadth of experience in deliver-
play a big role in the travel indus-
ing refreshing holiday experi-
try. With a lot of Indian travellers
ences to most of the countries
looking for newer experiences, it
and consumers in the world. Our
is important to customize and per-
parent company, TUI Group is
sonalize for each customer. Keep-
one of the world’s largest travel
ing
group, and we have over 250
requirements of each traveler, it is
brands globally, ensuring that the
important to provide personalized
traveler gets the best holidays
attention to each of them and cu-
along with the best deals. TUI
rate an experience which suits
India is constantly working to-
them.
in
mind
the
varied
wards selecting the best products indicating a right balance of Quality and Cost. Also, we understand that everyone has a unique requirement and we go the extra mile to fulfill them. We are constantly innovating our itineraries
TRAVEL AND HOSPITALITY | FEBRUARY 2015
15
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM SUPPORTING ORGANISATIONS How do you feel about being honored
What advice would you like to give to
with ‘Excellence in Corporate Social
next generation travel professionals
Responsibility’ award by TnH maga-
who desire success in this industry?
zine at its Travel & Hospitality Awards
I think to achieve success in any profes-
2014? What does winning this award
sion, your aim should always be larger
mean to you?
than mere commercial success. When I
Awards are always thrilling. But since the
started Minar Travels and even today, my
award has come for the recognition of a
goal remains to ensure my client’s travel
cause, which is very dear to me, it
experiences are joyous from every as-
means a lot not only to me but to the en-
pect. I push my team to ensure every
tire organisation. The acknowledgement
customer receives tailor-made conven-
of our efforts towards the society is an
ience and benefits as well as peace of
encouragement to do more in this direc-
mind all the way. This is the only way a
tion.
journey becomes unforgettable and ultimately memories count as life's greatest
What motivated you to work for soci-
treasure. I think that is why we have been
ety and achieve ‘Excellence in Corpo-
able to reach the point we are at today.
rate Social Responsibility’?
But, my most valuable advice to the
Minar Travels had a modest beginning
younger generation is to have a noble vi-
with one employee and a capital of Rupees one Lakh. But we were very fortunate, today our company has staff strength of 250 employees, we have 8 offices in India and 5 overseas offices. While our business started expanding, I was always mindful of my social responsibility. As years went by and we started growing bigger my urge to give back to society only got stronger. The realization
H. S. Duggal Managing Director, Minar Travels (India) Pvt. Ltd.
Excellence in Corporate Social Responsibility: Minar Travels (India) Pvt. Ltd.
that I need to immediately act on my urge to do something for society came
sion for their companies. I always knew I
when I found small girls abandoned by
wanted to create employment, National
their families because of gender bias or
Wealth and foster harmony amongst
acute poverty. I would be pained to see
people through travel. I would also advice
their plight on the road near garbage
them to start feeling the joy of giving
dins. And in 2001 I started my associa-
early on in their careers. Everyone
tion with Asha Niwas. The fact is in a
should remember that you could start
country like India all such charitable insti-
doing charity in the most modest way. For
tutions need financial help and here I
example, to begin with you can adopt a
found an opportunity to adopt a few chil-
small under privileged dwelling in the
dren, and look after their total needs like
neighbourhood and later join resources
food, shelter, education and rehabilita-
to expand this to a bigger scale.
tion. Nothing has given me more satisfaction than assisting these young girls. Today Asha Niwas has two campuses in Delhi that accommodates 90 girls. We want to add more places to protect and rehabilitate underprivileged children.
“Awards are always thrilling. But since the award has come for the recognition of a cause, which is very dear to me, it means a lot not only to me but to the entire organisation. The acknowledgement of our efforts towards the society is an encouragement to do more in this direction.”
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM SUPPORTING ORGANISATIONS Most Promising Works for its Members : Travel Agents Association of India-Northern Region
Rajan Sehgal, Chairperson, TAAI-NR
Neeraj Malhotra, Hon. Secretary, TAAI-NR
Gaurav Dogra, Treasurer, TAAI-NR
How do you feel about TAAI-NR being hon-
What does winningTnH award mean to-
TAAI-NR was honoured for ‘Most Promising
oured for‘Most PromisingWorks for its Mem-
TAAINR?
Works for its Members’ byTnH at itsTravel &
bers’ at TnH’s Travel & Hospitality Awards
I feel that winning this award gives recognition
Hospitality Awards 2014? How inspiring is
2014?
not only to the office-bearers of TAAI-NR but to
this for your team?
It’s great honour for us and very motivating for
all the members of the Northern Region be-
Indeed, it makes me feel nice to know that our
our team. This honour will give our team more
cause it is due to their encouragement, support
efforts are appreciated by partner other than our
energy to work for the betterment of travel indus-
and guidance that we could do something good
members. It inspires us to be more creative for
try and our members.
and as a Hon. Secretary of my region I feel really
our members and help them to think out of the
proud of them and my colleagues at TAAI-NR.
box to create wealth from other aspects of
This recognition gives us more impetus to work
tourism other than air-ticketing.
“It’s great honour for us and very motivating for our team. This honour will give our team more energy to work for the betterment of travel industry and our members.”
harder and to do much better work to live up to the expectations of our members which will be
What would be highest priority ofTAAI-NR in
beneficial for the entire travel trade fraternity.
2015? We will help TAAI regain its glory in the both do-
According to you, what has been the biggest achievement of TAAI-NR in recent time? The biggest achievement of our region has been
What would be your focus areas to serve
to bring back faith and trust within the members.
your members in future?
This award accorded to TAAI-NR has proven the
Our main aim is to bring back the commission
fact that members have started to regain the
and credit to our members which was the only
confidence, faith and trust with the current of-
main source of their income. We will work very
fice-bearers under the able leadership of our
closely with Ministries of Tourism and Civil Avia-
most trusted and respected Chairperson Mr.
tion, tourism boards, airlines and other related
Rajan Sehgal who has promised to address the
departments.
Issue of the two 'C' s: Commission and Credit to the highest of levels by reaching out to the Government Authorities and the Media
20
TRAVEL AND HOSPITALITY | FEBRUARY 2015
mestic as well as international markets.
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS & TRAVEL TECHNOLOGY Most Outstanding Luxury Resort:DusitDevarana, NewDelhi& Most OutstandingGlobal TravelDistribution System: Amadeus How do you feel about receiving two accolades for Bird Group- Amadeus as the ‘Most Outstanding Global Distribution System ' and Dusit Devarana New Delhi being awarded as ‘Most Outstanding Luxury Resort’ award at theTravel & Hospitality Awards 2014 organised byTnH? We are delighted to have received this important recognition from TnH.This reinforces our strategy to imagine, innovate and empower the industry and society towards excellence and further encourages us to continue improving our contribution towards providing the best and optimal services to all our customers and partners.Travel & Hospitality Awards are considered as the most renowned and prestigious awards in the Indian tourism Industry. So yes, I am proud to have received this recognition from Travel & Hospitality. What will you describe as the most outstanding feature of Amadeus? There are many features for which Amadeus is considered as outstanding. In an increasingly complex and highly competitive market, and in an ever-changing business environment, Amadeus India has been introducing innovative and flexible business solutions based on the technology of the future.We offer services that are distinctly ahead of their time and thus, unmatched in the technology arena. Amadeus GDS is chosen time and again over its competitors because of a comprehensive offering of customized tools across the board in the travel industry. Its powerful and userfriendly software tools manage sales processes and agency networks while corporate travel management solutions allow business travellers to book arrangements from their desktop. Amadeus applications streamline and enhance the value of business processes for both travel service providers and users and deliver a decisive competitive
22
TRAVEL AND HOSPITALITY | FEBRUARY 2015
Ankur Bhatia Executive Director, Bird Group. advantage to them. What are the key features that make Dusit Devarana New Delhi an Outstanding Luxury Resort? Every aspect of the Dusit Devarana New Delhi is a novel concept and is outstanding, be it the architecture which leverages the existing rich natural landscape or a 102-meter long temperature controlled luxury pool. Every room has an IPAD connectivity to operate all inroom gadgets (even to lock or unlock doors). Spacious 650 sq.ft.guest rooms are equipped with state-of-the-art technology, attentive yet unobtrusive ‘service Dusit Devarana’. Sprawling over eight acres of greens and water bodies, Devarana hotel is surrounded with 1000 manicured matured trees which makes a luscious green destination for the travelers. The resort reflects the ultimate in luxury and refinement, providing an enriching experience through artistic touch points and a modern yet
timeless aesthetic. Inspired by the ‘garden in heaven’ and nestled in complete solitude and serenity of nature, Devarana Spa is the perfect pathway to ultimate luxury and relaxation. Kiyan, the signature restaurant presents the best in world cuisines for its farm fresh produce, authenticity in taste and a picture perfect plate.The Iah Bar is also not just an architectural marvel but also a beverage connoisseur's destination with a host of mixology options, boutique brewery beers and new world wines. To sum up, Devarana provides business and leisure travelers a luxurious urban retreat in the heart of India. What advice would you like to give to next generation professionals who desire success in this industry? Be focused, follow your dreams with sincerity and nothing is impossible.
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS Most Outstanding Hotel professional: Rajiv Kaul, President, The Leela Palaces, Hotels and Resorts New Delhi and Mumbai, The Taj Mahal Palace in Mumbai, and The Leela portfolio. A notable high point of my career was to be part of the exciting journey to build and operate The Leela Palace New Delhi, The Leela Palace Udaipur, and The Leela Palace Chennai, which show-
" Now is the best time ever to enter the industry, as it is poised for huge growth. We welcome tomorrow’s leaders and my advice to them would be to develop a great appetite for knowledge and make learning a continuous process - because a person who graduates today and stops learning tomorrow is uneducated the day after." case a unique tradition of luxury that has become synonymous with The Leela brand. Rajiv Kaul President, The Leela Palaces Hotels and Resorts
What advice would you like to give to young hotel professionals who desire success in this industry?
How do you feel about being honoured with
I am fortunate to really enjoy what I do and I
Now is the best time ever to enter the industry,
‘Most Outstanding Hotel professional’
have always sought inspiration from the
as it is poised for huge growth.We welcome to-
award by TnH magazine at its Travel & Hos-
adage– “Try not to become a man of success
morrow’s leaders and my advice to them would
pitality Awards 2014?
but a man of value.”
be to develop a great appetite for knowledge
I am deeply honored to receive this recognition
and make learning a continuous process - be-
from TnH magazine. Something coming from
What will you describe as high points of
cause a person who graduates today and stops
peers is always very special.
your career?
learning tomorrow is uneducated the day after.
Throughout my career, I have been privileged What motivated you to achieve such an out-
to look after some of the finest and grandest
standing position in the industry?
luxury hotels in India, including, The Oberoi in
TRAVEL AND HOSPITALITY | FEBRUARY 2015
23
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS Most Outstanding Mid-Market Hotel Chain
Fortune Park Hotels Ltd How do you feel about Fortune Park Hotels
through its various sub-brands, the focus of For-
Ltd being recognised as 'Most Outstanding
tune Hotels is holistic in its development. The
Mid-Market Hotel Chain’ at TnH’s Travel &
properties are being set up in major metros, mini
Hospitality Awards 2014? What does winning
metros, state capitals and business towns. Each
this award mean to you?
hotel is created to suit the business needs of a
Firstly, I would like to thank Travel & Hospitality
particular environment leading to a perfect eco-
magazine for bestowing this honour on us. In a
nomic fit, and with each property taking its roots
career spanning about three decades in this in-
in one location it opens up the possibilities at an-
dustry, though there have been various mile-
other level in a neighboring hub of development.
stones, I think one of the most challenging and
Fortune plans to maintain its leadership position
at the same time satisfying experience has been
by following a balanced approach towards
heading ‘Fortune Hotels’ and seeing the com-
growth, expansion, brand extensions and provid-
pany grow exponentially in the past 7-8 years.
ing the same assured quality of product and
The company that was established with a clear
service across the country.
mandate of being a Hotel Management Com-
We plan to work towards taking further our vi-
pany redefined its vision in 2007, of unfurling a
sion of unfurling a Fortune at every 180 km by
Fortune at every 180 km, to cater to the midmar-
concentrating on Metro, Mini-Metro, Tier-I &
ket to upscale hotel segment.
TierII cities across India. In the next few years we
Today, with 71 signed alliances across 55 cities
see ourselves consolidating our position as the
and 44 operating hotels across the country, we
top player in the ‘first class, full service business
have come very close to realizing our vision and I feel truly happy and proud to have been a part of this growth. Awards like these encourage us
hotel segment’ and to be recognized as a Suresh Kumar COO, Fortune Park Hotels
provider of consistent quality products and services, thereby be perceived as the premier “value”
to work towards our goals with renewed energy
your hotels? How do you maintain service
brand in the Indian Hospitality scenario. The
and zeal.
excellence in your operation?
chain has extensive expansion plans and we are
Over the years, with its Tag Line “Let Fortune
looking at being a 90 hotels strong chain in the
What factors make your chain such an out-
Take You Places”, the Fortune chain has been
next couple of years.
standing Mid-Market Hotel Chain?
acknowledged for its distinctive branding, which
Fortune Park Hotels Ltd, a wholly owned sub-
is also being carried through in all aspects, i.e.,
What advice would you like to give to next
sidiary of ITC Ltd, was set up as a Hotel Man-
its branded restaurants, smart décor, convenient
generation hoteliers who desire success in
agement Company to cater to the ‘mid-market to
service design and sub-brands that cater to dif-
this industry?
upscale hotel segment’. The decision to launch
ferent categories of guests. The chain offers full
As is true for any work area especially the serv-
the chain was a natural culmination of the
service without compromising on quality, at a
ice industry, a right blend of passion and com-
group’s expansion plans to cater to this segment.
very people-friendly price. Its unique “value
passion would continue to drive service
Today, Fortune Hotels is recognized as one of
driven”
contemporary
excellence. Therefore, my advice to all young
the leading ‘First Class Full Service Business
product/service positioning has made it carve a
professionals is to strike a work-life balance early
Hotel’ chains in the country.We have always em-
strong niche in the affordable hotel segment.
on in life as it is imperative to succeed in any
philosophy
and
phasized on the power of our “spread” as “the length of the chain is the strength of the chain”. What do your customers value most about
24
TRAVEL AND HOSPITALITY | FEBRUARY 2015
field. It provides a distinctive edge to one’s perWhat have been the long-term vision and ob-
sonality and helps to focus on our core compe-
jectives of your chain?
tencies.
As it continues its sweeping growth across
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS
Fastest Growing Value Hotel Brand: Sarovar Hotels & Resorts How do you feel about your company being
Our Customers greatly value our first class
honored with ‘Fastest Growing Value Hotel
standard of hygiene, exceptional food and our
Brand’ award by TnH at its Travel & Hospi-
smiling and warm staff. They also value our
tality Awards 2014? What does winning this
special touch of adding happiness to stay of
award mean to you?
each guest like: free access to Internet, flexi
It really make me feel great to receive this hon-
checkouts, take away breakfast etc.
our. It is humbling and flattering and a realiza-
We maintain excellent service in operations by
tion that we carry greater responsibility to
consistent and continued training, now available
continue the journey in similar passion.
to every employee on an e-learning platform, regular one-on-one electronic guest feedback
What factors led to your hotel chain achiev-
surveys and benchmarking of standards at all
ing such an outstanding position in the in-
levels.
dustry? Mostly we target business travellers all midlevel
What are the long-term vision and objec-
corporate executives, individual businessmen
tives of your chain? Where would you like
and entrepreneurs even though we have a mid-
to see your chain in next five years?
market positioning. Service in our hotels and
Sarovar is looking to be a true pan India com-
particularly they like air conditioning, hot and
pany. Our brand “Sarovar Portico” and “Home-
cold water, television, quality of linen, cleanli-
tel” would drive our expansion as these brands
ness and hygiene matches the best five star ho-
can go into tier-II and tier-III cities. In the larger
tels.
cities we would like to move in with our brand “Sarovar Premiere”. The secondary market
What have been the high points of your
would be the main theme of our expansion
chain since its inception?
strategy in next 3 to 5 years. We are also ex-
One of the many high points in the Sarovar his-
panding in Africa where we have operations
tory is the achievement of 70 Hotels in the
and we are going to focus to expand there.
Ajay Bakaya Executive Director, Sarovar Hotels & Resorts
“It really make me feel great to receive this honour. It is humbling and flattering and a realization that we carry greater responsibility to continue the journey in similar passion.”
Sarovar Portfolio.The year 2014,despite being an indifferent year for Indian Hospitality, saw
What advice would you like to give to a next
season of several awards and recognitions for
generation hoteliers who desire success in
the Sarovar group
this industry? To achieve success in the industry it is really im-
What do your customers value most about
portant to be passionate about your dreams
your hotel brand? How do you maintain
and keep working on innovative ideas to trans-
service excellence in your operation?
form these dreams into reality.
TRAVEL AND HOSPITALITY | FEBRUARY 2015
25
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS Most Outstanding Luxury Hotel
The Imperial New Delhi How do you feel about being honored with ‘Most Outstanding Luxury Hotel’ award by TnH at its Travel
&
Hospitality
Awards
2014? What does winning this award mean to you? Winning this esteemed award is like another jewel in The Imperial crown,
tyen’s design of universe made with
tuitive, helpful and discreet team of
reinstating our image of luxury
900 pieces of marble or get em-
associates. From Namaskar to wel-
hotel.TnH award came just after we
braced
flower
come our guests in a truly traditional
won the Best Luxury Historical Hotel
arrangement. Priceless and unique
Indian way to celebration of all
in Asia by World Luxury Hotel
art adorns the walls while the beau-
major festivals with guests, helps in
Awards 2014, strengthening our
tifully manicured gardens surround
acquainting them with Indian culture
the property.
and makes an everlasting impres-
reckoning in the luxury market and in the hospitality industry. These
Vijay Wanchoo Sr. Executive VP & GM, The Imperial New Delhi
by
the
unique
sion. In my tenure with The Imperial
awards inspire us to keep The Impe-
ous environs of The Imperial. It’s a
What do your customers value
in the last five and a half years, the
rial experience- unparalleled and
bespoke journey preserved in the
most about your hotel? How do
hotel has been bestowed with sev-
impeccable at all times and at all
heart of New Delhi. It has been ‘The’
you maintain service excellence
eral international and domestic
levels.
place to stay for generations of vis-
in your operation?
awards.
iting celebrities and royalties. From
Unique history frozen in time , orig-
What factors make your hotel
the moment you sweep up the palm
inal art pieces, lithographs and the
What are the long-term vision
such
an
outstanding
luxury
lined drive, your sojourn is guaran-
antiques across the hotel evoking
and objectives of your hotel?
hotel?
teed to be distinct. Stepping inside
the bygone era is an experience you
My vision is and will always be to
A distinguished experience fringed
the jasmine fragrance filled lobby
will not want to leave. Service Excel-
provide our guests with exquisite
in a hash structure awaits you as
you are transported to another era
lence has always been my top
service, perfectly tailored to their
you step in the understated, luxuri-
while you stop to gaze at the Lu-
priority which comes true with an in-
needs making The Imperial an outstanding luxury historical hotel on the world map. This lofty promise has been and will be delivered upon. What advice would you like to give to next generation hoteliers who desire success in this industry? Adapt the best of hospitality practices- warm and personalized but always stick to your roots to create an authentic experience. When you work towards something no less than perfect, success follows your doorstep.
26
TRAVEL AND HOSPITALITY | FEBRUARY 2015
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS
“Being recognised in the travel and trade fraternity through this prestigious awards ceremony organised by TnH is immensely rewarding. The show witnessed a gathering of some of the most prominent brands in the hospitality industry and it’s a great platform for The Claridges New Delhi to have been recognised for its achievements and consistent service standards that we endeavour to maintain at the hotel.”
Most Outstanding Luxury Boutique Hotel
The Claridges New Delhi How do you feel about your hotel being awarded with ‘Most Outstanding Luxury Boutique Hotel’ award at TnH’s Travel & Hospitality Awards? What does winning this award mean
Atul Lall V.P. Operations and General Manager – The Claridges Hotels & Resorts
to you? Being recognised in the travel and trade fraternity
ombined with our enviable location and the iconic
every colleague understands his or her role in line
through this prestigious awards ceremony organ-
status we have enjoyed over the years, has made
with the hotel’s objective.
ised by TnH is immensely rewarding. The show wit-
the property a preferred hotel option in Delhi for our
nessed a gathering of some of the most prominent
patrons.
brands in the hospitality industry and it’s a great
What advice would you like to give to a next generation hoteliers who desire success in this
platform for The Claridges New Delhi to have been
What do your customers value most about your
industry?
recognised for its achievements and consistent
hotel? How do you maintain service excellence
In my view, following are some significant building
service standards that we endeavour to maintain at
in your operations?
blocks to consider to achieve success in the hospi-
the hotel.
Our customer feedback is clearly indicative of the
tality industry
fact that our service and the team delivering that
a.Manage by facts.
What factors make your hotel such an out-
service is the highlight of the customer experience
b. Teams win, individuals don’t. Focus on creating
standing luxury boutique hotel?
at The Claridges New Delhi. Currently we have an
winning teams by choosing the right people for the
The Claridges New Delhi has been an prominent
overall satisfaction level of 92% from guests who
right job.
boutique hotel of the city since 1955, with an art
have stayed and rated our services.
c. Have a well defined objective for the hotel and
décor façade and interiors, open spaces, expansive
In addition to a very stringent selection process,
garden, rooms with high ceilings, suite and room
there is a certification program which ensures that
all colleagues persistently.
sizes that are amongst the largest in the city. The
our colleagues are only allowed serve guests after
d. The "E3" approach with colleagues- Empower,
hotel has long been associated with elegance and
being certified by our training department to our
Engage, Enjoy.
a distinctly personalised and warm service – this
standards. Service excellence is delivered when
e. Be magnanimous in dealing with your customers.
ensure that the objective isn’t a secret. Share it with
TRAVEL AND HOSPITALITY | FEBRUARY 2015
27
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS Most Outstanding MICE Hotel:
Crowne Plaza Greater Noida an outdoor pool with hydrobeds and a world class
sion everyday.
wellness centre – Sohum Spa. Additionally, Crowne Plaza Greater Noida features 11 meeting
What have been the long-term vision and ob-
rooms, 02 open lawns with a total of 47000 sq. ft.
jectives of your hotel?
of meeting space. A standalone convention centre
The vision is and always will be “to be No.1”. We
in the hotel premises for large conventions and
want to be Great hotels guests love and by achiev-
conferences. With 16 Breakout rooms, Crowne
ing this we wish to create the right combination of
Plaza Greater Noida holds the record for the high-
product, service and work culture to build confi-
est number of breakout rooms in Delhi NCR. If
dent employees who are able to interact with
that's not all, we have a total of 05 food and bev-
guests, attract more International conferences, in-
erage outlets, 03 operational and 02 more to
crease the Forex income for India and put India on
launch sometime this year. The Belgian Beer Cafe,
the map as a conference destination.
the first of its kind in India, is due to launch before
Greesh Bindra GM, Crowne Plaza Greater Noida
the start of the summers this year and I am sure
What advice would you like to give to next gen-
that would heighten the overall experience of our
eration hoteliers who desire success in this in-
MICE segment.
dustry? My advice to a next generation hoteliers is: Stay
What do your customers value most about
How do you feel about your hotel being recog-
your hotel? How do you maintain service ex-
nised as ‘Most Outstanding MICE Hotel’ at
cellence in your operation?
TnH’s Travel & Hospitality Awards 2014? What
Apart from our outstanding product, the customers
does winning this award mean to you?
value our service. I am fortunate to have an excel-
The most proud moment for me was the pride I
lent team who live and breathe the IHG vision “To
saw in Dr. Mahesh Sharma when I was honoured
be No. 1”. With this goal in mind, they ensure that
with the award. He has seen the hotel being built
they give undeterred attention to all our guests and
and now is in the start of the second year of oper-
with employee engagement activities and train-
ations. It is my team and their dedication that earn
ings; they manage to inch forward towards this vi-
us this award and I am extremely motivated to keep up the work we have been doing to continue to be “Great Hotels Guests Love” What factors make your hotel such an outstanding MICE hotel? Crowne Plaza Greater Noida offers 398 guest rooms comprising of 49 aervice apartment and 17 suites. Our quiet and comfortable rooms are equipped with plush and luxurious beds, a media hub, high-speed Wi-Fi and Bose music systems. Guests have a variety of amenities at their disposal such as a fully-equipped business centre, an on-site health and fitness centre which includes
28
TRAVEL AND HOSPITALITY | FEBRUARY 2015
Smart, Think Smart
“It is my team and their dedication that earns us this award and I am extremely motivated to keep up the work we have been doing to continue to be “Great Hotels Guests Love”
TRAVEL & HOSPITALITY AWARDS 2014
HOTELS Best Debut Mid-Segment Hotel:
Nirwana Hometel Jaipur How do you feel about your hotel being awarded as ‘Best Debut Mid-Segment Hotel’ award at TnH’s Travel & Hospitality Awards 2014? It makes me feel great that our hotel has been recognised as ‘Best Debut Mid-Segment Hotel’ by TnH magazine, which is a very prestigious publication in the hospitality industry. We are deeply honoured by this recognition. What are the key features that make your hotel such an excellent property? Our key features like location, price point, value for money, build quality, intelligent design, optimum use of available spaces, friendly and efficient service make our hotel an excellent property. What is your idea of best hospitality? How do you deliver that?
Veerendra Meel Owner, Nirwana Hometel Jaipur
We offer our hospitality from the heart with a genuine smile coupled with best in class services and facilities. What advice would you like to give to a next generation professionals in the hotel industry who desire success in this industry? To prospective owners I would say don't skimp on essential costs, specially for safety and security features, while building the hotel but at the same time don't lose sight of your ROI (return on investment) and go overboard. Location is the single most important factor for a property's success followed by a right fit brand backed by experienced operating team.
30
TRAVEL AND HOSPITALITY | FEBRUARY 2015
“It makes me feel great that our hotel has been recognised as ‘Best Debut Mid-Segment Hotel’ by TnH magazine, which is a very prestigious publication in the hospitality industry. We are deeply honoured by this recognition.”
TRAVEL & HOSPITALITY AWARDS 2014
TOUR OPERATORS & TRAVEL TECHNOLOGY
Most Outstanding Online Company-B2C: Yatra How do you feel about Yatra being recognised
To succeed in any kind of business one should
as ‘Most Outstanding Online Company-B2C’ by
dream and have an unfathomable desire to achieve
TnH magazine at its Travel & Hospitality Awards
that dream. One should be passionate, committed
2014?
and most importantly be patient to do well in busi-
It always feels great to be recognized and appreci-
ness as there are no shortcuts to success.
ated for the effort one puts in to deliver the best and unique experiences to its consumers. This motivates us to do even better and push ourselves to constantly innovate and bring new travel deals for our customers. I am really thankful to the team at Yatra and the customers who have supported us throughout our journey. This wouldn’t have been possible without them. What will you describe as the most defining characteristic of your company? What do your customers value most about your company? Yatra is a very customer focused company and that’s our most defining characteristic as well. We strive to deliver what is the best for our customers and spend a lot of our efforts in technological development to ensure a superior product. The Yatra experience is a combination of great prices as well as a great user experience, and that has helped us maintain strong loyalty despite a very competitive OTA landscape. We are very bullish on our recently launched rewards cum loyalty programme – eCash, that rewards our customers with eCash that can be redeemed on the very next purchase with us. What has been the long-term vision of Yatra? Our vision is to make Yatra.com the most preferred travel company loved by its customers, provide a superior customer experience and deliver on our promise of creating millions of Happy Travellers. What advice would you like to give to young travel professionals who desire success in this industry?
32
TRAVEL AND HOSPITALITY | FEBRUARY 2015
Dhruv Shringi CEO, Yatra
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TRAVEL & HOSPITALITY AWARDS 2014
AIRLINES
Nick J Parker Head of India & Middle-East, Virgin Atlantic
This year is our 15th year of flying to New Delhi
welcomed into the Virgin Atlantic fleet on the 2nd
and it remains a key business, leisure and VFR
of January and has now started flying to Wash-
route and continues to be popular with our cus-
ington DC. This is just the start of us moving to-
tomers. We aim to continue to grow our market
wards having a younger and more fuel-efficient
share and offer our customers a unique on- board
fleet as throughout 2015 we will be getting seven
experience.
more 787s, which will eventually total 21 by 2018.
We started last year with formalizing our Delta
In April 2015, we will be welcoming the brand
joint venture, opening a breadth of connectivity
new Dreamliner 787-9 to India which will start fly-
for the Indian market on the transatlantic route.
ing daily to London Heathrow from New Delhi.
We also announced £300m investment in cus-
The 787 is not just more environmentally
tomer experience, a sizeable chunk of which will
friendly, it is also our best aircraft for customer ex-
be in our cabins, seats and food & beverage.
perience. As well as moving towards a younger
Our strategy is about offering an innovative way
fleet, we will be investing in our existing aircraft –
to travel, bringing fun and glamour back that only
driving enhancements in food and wine services
we can offer at no extra cost. Our cabins, our
How do you feel about your airline being
namic travel experience that allows them to relax
awarded with ‘Most Outstanding International
earlier and arrive feeling fresh. It all attributes to
Airline of the Year’ award at TnH’s Travel &
how we make them feel and how we enable them
Hospitality Awards 2014? What does winning
to achieve what they want. It is about the whole
this award mean to you?
package, not about product and services in iso-
It is truly an honor to be selected by TnH as the
lation.
“It is truly an honor to be selected by TnH as the most ‘Most Outstanding International Airline of the Year’. Thank you to all those who voted for us, we're thrilled to bits. Fourteen years after we first flew from India, we're still pioneering and offering travellers the best possible experience in the air. Innovation and forward thinking are such an integral part of what we do and how we live to our brand promise.”
the Year’. Thank you to all those who voted for us,
What is the long-term vision of your airline?
as well as being the first UK airline to roll out WiFi
we're thrilled to bits. Fourteen years after we first
The success of our business strategy requires us
across our entire fleet. This means that no matter
flew from India, we're still pioneering and offering
to build on our foundations by focusing on the
where our customers fly, they will have the best
travellers the best possible experience in the air.
business and leisure markets, and driving effi-
possible experience on Virgin Atlantic.
Most Outstanding International Airline of The Year: Virgin Atlantic
crew and our service are our biggest differentiators. What do your customers value most about your airline? What is your mantra of service excellence? Customer service is our priority and we approach it with our own ‘Virgin flair’ and that is one of the reasons why our passengers choose to fly with us. We give our customers a vibrant and a dy-
most ‘Most Outstanding International Airline of
Innovation and forward thinking are such an inte-
ciency and effectiveness. India is a strategically
gral part of what we do and how we live to our
important pillar at the heart of Virgin Atlantic’s rest
What advice would you like to give to young
brand promise.
of world network and we remain committed to it.
aviation professionals who desire success in
We’re investing a great deal into our customer ex-
this industry?
What factors make your airline as the ‘Most
perience (£300 million over the next four years)
India has huge potential in the aviation sector
Outstanding International Airline of the Year’?
and those travelling with us will see lots of inno-
apart from the other opportunities. In this industry,
Although Virgin Atlantic is a global brand, we con-
vations and investments in the coming year and
experience and knowledge along with the pas-
sider ourselves to have local relevance. Our
beyond. In April, we will be opening a Clubhouse
sion to keep the customer at the heart of every-
unique product and premium service are at the
in Los Angeles for the first time.
thing is considered hallmark of a great career.
core of our brand – as well as our passion for innovating.
34
We took delivery of our first Boeing 787-9 in October last year. Our second Dreamliner was
TRAVEL AND HOSPITALITY | FEBRUARY 2015
TRAVEL & HOSPITALITY AWARDS 2014
AIRLINES Most Outstanding Airline Professional: Essa Sulaiman Ahmad, Vice President for India & Nepal, Emirates team of professionals , we believe in hard work and dedication. That is the DNA and that is where all the motivation comes from. What will you describe as the most important achievement of your career? I have been with Emirates for more than 10 years now. I have worked in different parts of the world under some very challenging conditions. I believe the overall journey so far has been an achievement. What do you find most fascinating in this industry? The industry has changed over the years and that is exactly the most fascinating part of our industry. Technology is playing a very important role and i am very fascinated with that. What advice would you like to give to young airline professionals who desire success in this industry? How do you feel about being honored with
It’s good to see youngsters with different back-
‘Most Outstanding Airline Professional’
grounds joining the industry. My advice will be to
award byTnH magazine at itsTravel & Hospi-
keep upgrading ones knowledge, one must get
tality Awards 2014? What does winning this
some technical knowledge about the economics
award mean to you?
of the airline business.
It is indeed a pleasure to honored with the award. I accept this award on behalf of Emirates and my team in India , as without a world class product and a dedicated team of professionals, this would not be possible. What motivated you to achieve such an outstanding position in the airline industry? At Emirates we always strive to be the best in whatever we do, whether it is creating a global inflight product , our network or a world class
TRAVEL AND HOSPITALITY | FEBRUARY 2015
35
TRAVEL & HOSPITALITY AWARDS 2014
AIRLINES Pride of the Nation:
Air India
Pankaj Srivastava Director- Commercial, Air India How do you feel about Air India being honored as the ‘Pride of the Nation’ at the Travel & Hospitality Awards 2014? What does winning this award mean to you? We are delighted and humbled by this award. It puts greater responsibility on Air India as the National Carrier to keep up the trust the Nation has bestowed on us. According to you, what are the factors that make Air India ‘the Pride of the Nation’ ? Air India is the National Carrier of the country. It has a history as old as the history of the Indian Civil Aviation industry itself. Air India has made a great contribution to the sector since its inception. It is also the second line of defense for the country and has contributed immensely in evacua-
36
TRAVEL AND HOSPITALITY | FEBRUARY 2015
tions of Indians from International
What is the long-term vision of Air
and domestic destinations during
India?
Natural calamities, civil disturbances
The Long term vision of Air India is
and wars. Along with its business ob-
to be the leader in Indian Aviation
jectives, the airline has a keen un-
and India's ambassador to the world.
derstanding of its corporate social
The corporate Mission is to deliver
responsibility and corporate gover-
the highest quality service around
nance based on transparency, fair-
the world, be the epitome of Indian
ness and accountability in all its
hospitality and provide seamless
operation.
travel within India and the world.
What do Air India’s customers
What advice would you like to
value most about the national ca-
give to next generation Airline
reer?
professionals who desire success
Air India has been awarded the Most
in this industry?
Trusted Brand by Readers Digest 9
The success of any organization and
times in a row which really sums up
individual today is solely dependent
the customer expectations from the
on their adaptability to change with
airline.
the fast changing world and the same is true in the airline industry.
TRAVEL & HOSPITALITY AWARDS 2014
AIRLINES Aviation Game Changer: Vistara How do you feel on being honoured with
through designated queues and our various
fully at every customer touch point. For ex-
‘Aviation Game Changer’ award by TnH at
check in options including auto check-in. The
ample, to augment our comprehensive and
its Travel & Hospitality Awards 2014?
hassle-free check-in and boarding process
user friendly website, we are also providing a
What does winning this award mean to
with intuitively thoughtful on-board experi-
24x7 Customer Service Centre. This facility
you?
ence, comfortable and spacious seating cou-
deploys state of the art technology and well-
This award is very special as this is one of
pled with carefully designed meals will
trained staff, and is meant to serve as a one-
the first awards we have won post our
stop centre for any of our customers’
launch. The past few months have been ex-
servicing needs that cannot be handled on
citing for us with the preparations for the
the website.
launch and finally our inaugural flights. This award coming to us is a reflection
What is the long-term vision of your
of our hard work and perseverance
airline?
to redefine the way travellers per-
We want to become the preferred full
ceive and experience air travel.
service airline of choice known for
This award recognises our ef-
its exceptional customer service.
forts and vision of transform-
At Vistara, innovation is at the
ing the aviation sector so I
core of our operations and serv-
would like to dedicate this to
ice and we have adopted global
my team as they have
best practices, out-of-the-box
worked relentlessly over the
thinking and hired and trained
last one year to get Vistara
the finest talent available. We
to the Indian skies.
are focused on approaching the market differently and this is reflected in the innovations we have
What factors position your
introduced across our product and
airline as an ‘Aviation Game
service offerings.
Changer’ in India? Vistara is all set to bring a positive change in the Indian aviation sector. Once customers experience Vistara – its product
What advice would you like to give to Phee Teik Yeoh CEO, Vistara
next generation civil aviation professionals who desire success in this industry?
and services and its unique proposition, they
The aviation market is highly competitive and
will enjoy the seamlessness of travel and will
dynamic. It is important that the customer’s
be able to appreciate how air travel experi-
deliver a seamless service experience to Vis-
needs and expectations are given top priority
ence can be crafted thoughtfully. We are har-
tara customers. To sum it up, through every-
while designing and delivering the product
nessing best in class technology and training
thing we are offering, we have endeavored to
and service propositions. Innovation and
people to bring about that experience
push the boundaries of air travel and offer
customer centricity should be the pivot as-
through all customer touch points- on-ground
our customers experiences that will trans-
pects for anyone wanting to enter the indus-
and on-board. We are introducing many firsts
form the way they perceived flying.
try. And ofcourse the sector is mired with
in our product and service offerings which in-
challenges and unpredictability so one has
clude being the first to introduce ‘Premium
What do your customers value most
to be prepared to deal with the trials and
Economy’ in domestic skies. Our value
about your airline? What is your mantra
tribulations with equanimity, transparency
based points accrual in Frequent Flyer Pro-
of service excellence?
and integrity. Having said that, the aviation
gram is yet another pioneer program. We
It is a combination of operational excellence-
industry has a high potential and is already
promise a seamless boarding experience
and service excellence, delivered thought-
on a growth path.
TRAVEL AND HOSPITALITY | FEBRUARY 2015
37
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS
Ashwani Lohani Managing Director Cum Commissioner, Madhya Pradesh Tourism
Most Outstanding State for Tourism: Madhya Pradesh How do you feel about MP being awarded as “Most outstanding State for Tourism” by TnH magazine at its Travel & Hospitality Awards 2014? You always feel good when you get such recognition. I am happy that Madhya Pradesh has got recognized as ‘Most Outstanding State for Tourism’. I genuinely believe, Madhya Pradesh, ‘The heart of Incredible India’ is an incredible, outstanding and easily accessible destination that deserves all the recognition it gets.
“Madhya Pradesh has best of everything. Whether it is religion, culture, leisure, adventure, heritage, nature, wildlife or festivals, the state has something to offer to every tourist.”
What make MP as “Most outstanding State for Tourism”? What is most amazing thing about the state as a tourist destination? Madhya Pradesh has best of everything. Whether it is religion, culture, leisure, adventure, heritage, nature, wildlife or festivals, the state has everything a tourist in India can dream off. It obviously helps that it is a very large state with wonderful climate and
38
TRAVEL AND HOSPITALITY | FEBRUARY 2015
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS
breathtaking landscapes. The feather in the
trade events ourselves to attract tourists to
cap is that MP is a peaceful state with warm
the state.
and hospitable people always eager to wel-
What kind of supports do you expect from Government of India in the develop-
come tourists.
What is your assessment of existing
ment of tourism in the state?
What would be your priorities and focus
tourism infrastructure in the state? How
The Ministry of Tourism (MoT), Government
areas for tourism Sector in the state?
are you going to augment it?
of India does overseas promotion of India as
We have to work very hard and focus on
We need to improve tourism infrastructure in
a tourist destination. It facilitates develop-
every area of the tourism sector to ensure
the state. With increasing number of tourists
ment and promotion of tourism. It provides fi-
we can fully tap the incredible tourism poten-
visiting the state we need more hotel rooms
nancial
tial of the state and achieve the kind of ex-
in every category, especially in the mid-mar-
development of tourism infrastructure and for
cellence a state which is so naturally gifted
ket segment, to cater to the increasing de-
marketing its tourist products. Tourism is one
is capable of. To answer your question, every
mands of hotel rooms. We also need to
of the key priorities of the Government of
area of tourism sector is important for us.
develop more convention centers to promote
India, and we will take advantage of the sup-
There is not a single area which we can
MICE tourism in the state.
ports offered by MoT.
support
to
state
tourism
for
overlook or where we don’t need to focus on.
We are seeking private investment in the
Our aim is to achieve all round excellence
tourism sector of the state to develop tourist
What would be your focus market: do-
without being selective and missing out on
infrastructure and other facilities. The private
mestic or foreign?
an important sector.
sector has a key role to play in the develop-
We will continue to focus on domestic mar-
We have already started working hard to
ment of tourism and we will assist them in
ket, which is a huge market and has huge
improve the image and perception of the
any way we can. Furthermore, we will re-
potential. We will strive to attract domestic
state as a tourist destination. We will create
vamp and renovate our properties under
tourists by providing them all kind of ameni-
compelling desire amongst tourists to visit
Madhya Pradesh Tourism Development Cor-
ties. We believe, if we can do well in the do-
Madhya Pradesh. We will conduct promo-
poration (MPTDC). We will soon come up
mestic market, foreign tourist arrivals to the
tional campaigns, organize road shows, par-
with a state- of-the art convention centre in
state will automatically get a boost.
ticipate in trade events and organize big
Bhopal.
TRAVEL AND HOSPITALITY | FEBRUARY 2015
39
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS Emerging International Tourism Destination: Monaco Most Outstanding International MICE Destination: Abu Dhabi Most Outstanding Advertising Campaign: Marvellous Mauritius Most Outstanding All-Season Destination: Kenya The destinations your company is handling
guest nights, which was up 25% year-on-year.
seem to be winning the most awards. How
Monaco has seen an evident increase from
does that make you feel?
India. From Jan to August 2014, approximately
Awards are a motivational force for people to
6,000 room nights were generated from India.
put in their efforts. TNH is the premier publica-
It is fast evolving and is increasingly becoming
tion to report on the Indian travel trade devel-
a niche strategic market. For Kenya, India is the
opments and Indian outbound trends in the
biggest source market in Asia. India ranks 4th
most accurate and unbiased manner. Conse-
overall in arrivals after UK, US and Italy.
quently, TNH awards are a great judge of the industry’s tastes and preferences and I feel ec-
Your organization has been representing
static that our destinations are being appreci-
foreign destinations in India. According to
ated.
you, how important is India as a market for
Winning
means
our
efforts
are
worthwhile.
your clients? Each destination has its own unique aspects,
What do these destinations (Monaco, Kenya
offering an unmatched holiday with a vast
and Abu Dhabi) offer to Indians in terms of
range of activities. India is very important mar-
tourism products?
ket for destinations from across the world. The
Monaco is known for its style statement, scenic
destinations that are present in the market
beauty, classy lifestyle, spectacular architecture
have faith in Indian market potential and are
and renowned casinos, world-renowned culi-
getting the desired results from the market. Rajeev Nangia COO, TRAC Representations (I) Pvt. Ltd.
For Abu Dhabi, India continues to be the
Abu Dhabi is the perfect leisure and MICE get-
Kenya offers the traveller an unmatched range
35% year-on-year growth. Monaco is the
away for Indian FIT’s and business travellers. It
of options. It has diversity of wildlife, culture,
choice destination for the luxury destination
has stunning architectural wonders and tranquil
landscapes and unspoilt beaches and water
market, large Indian weddings and the honey-
oases to enjoy a complete holiday. One of Abu
sport activities. It offers unique opportunity to
moon segment. Kenya remains a popular des-
Dhabi’s most iconic landmarks is the famous
explore beaches to snow clad mountains or
tination with the Indian travellers looking at
Sheikh Zayed Grand Mosque - recently voted
from a wild safari experience to cultural
exotic adventure holidays and wanting to be
second in TripAdvisors’ Travellers Choice
mélange.
up-close with Nature. For long haul like Ja-
nary experiences, and the list is never ending when it comes to luxury and glamour.
awards for outstanding landmarks. Abu Dhabi
largest overseas source market with around
maica, India continues to be a growing market
is home to the opulent Emirates Palace and the
All the awards indicate that the year 2014
thanks to the large number of long haul trav-
complete family entertainment of Yas Water-
has been a successful one for Abu Dhabi,
ellers choosing this destination for a unique
world and Ferrari World. Saadiyat Island with
Monaco and Kenya. How have these desti-
holiday experience.
its sweeping beach, Saadiyat Beach Golf Club
nations gained in the Indian market in the
and stunning beachfront resorts, will also soon
past year?
Kindly brief us on the India-specific market-
be home to the first of a series of world-class
Yes, the year 2014 has been a successful year
ing strategies of these destinations.
cultural institutions. The Jean Nouvel-designed
for our destinations. Abu Dhabi welcomed
Our efforts while marketing any destination in
Louvre Abu Dhabi will open next year, followed
207,136 Indian hotel guests from Jan – Nov.
India are to ensure consumer awareness and
a year later by the Zayed National Museum and
2014 at a growth rate of 31% over the same pe-
building trade engagement to cater to the re-
the Guggenheim Abu Dhabi in 2017.
riod last year. These guests delivered 773,661
quirements of Indian clientele.
40
TRAVEL AND HOSPITALITY | FEBRUARY 2015
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS Most Outstanding
ally happy by showing that we are getting the fruits
Lifestyle Destination:
What makes Turkey the Most Outstanding
of what we are investing in India.
Lifestyle Destination? What will you describe as the most amazing thing about Turkey?
Turkey
Turkey is at the crossroads between Asia, Middle East and Europe which gives the travelers a very unique experience of every blend. In that sense, I would describe Istanbul as the
I would describe Istanbul as the most amazing thing (or destination) in Turkey which is located on two continents, Asia and Europe. You will find the best of history, culture, fashion, shopping, night life etc in this city while crossing from one continent to another without even using your passport. Isn't that amazing?
most amazing thing (or destination) in Turkey which is located on two continents, Asia and Europe. You will find the best of history, culture, fashion, shopping, night life etc in this city while crossing from one continent to another without even using your passport. Isn't that amazing? How was the year 2014 for Turkey Tourism in India? What is your expectation from India in the New Year? A: The year 2014 was very successful for Turkey. We had almost one lakh twenty thousand Indian travelers, which is a 25% growth rate over 2013. Keeping in mind the increasing popularity of Turkey in Indian market, we are not expecting a growth rate less than 30 % in 2015. What new things are you plan-
Ozgur Ayturk Coordinator, Asia and Pasific Section, Directorate General of Promotion Ministry of Culture and Tourism, Republic of Turkey
ning to promote Turkey in India? Apart from the regular activities like running media campaigns,
How do you feel of Turkey being recognized as
participating in the major tourism fairs and conduct-
the “Most Outstanding Lifestyle Destination� at
ing joint marketing activities with the key players in
the Travel & Hospitality Awards 2014?
the market, we are also planning to organize road-
It is a great honour to achieve this award by TnH
shows and other promotional activities in Tier II and
magazine which is a leading travel trade publication
Tier III cities to realize the maximum potential in the
in the market. Carefully followed by the industry, TnH
market.
magazine's awards ceremony is definitely a very well respected event and receiving the award made us re-
TRAVEL AND HOSPITALITY | FEBRUARY 2015
41
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS Most Outstanding Leisure Destination: Thailand How do you feel about Thailand being recognised as “Most Outstanding Leisure Destination” by TnH magazine at its Travel & Hospitality Awards 2014? I am very happy that our country has been recognised as ‘Most Outstanding Leisure Destination’ by TnH magazine at its recent
“This recognition once again reconfirms that Thailand is a very popular leisure destination not only in India but across the world, and Tourism Authority of Thailand (TAT) remains the best tourism organisation. We are thankful to TnH and its team for considering our country for this recognition.”
Travel & Hospitality Awards 2014. This recognition once again confirms that Thailand is a very popular leisure destination not only in
from tourism and our efforts to increase rev-
India but across the world, and Tourism Au-
enue from Indian market have been suc-
thority of Thailand (TAT) remains the best
cessful. We are happy that expenditure per
tourism organisation. We are thankful to TnH
Indian per trip to Thailand has increased by
and it team for considering our country for
3 % in 2014 as compared to the previous
this recognition. These awards will encour-
year. In 2013, expenditure made by Indians
age us to stay stronger and ahead. We con-
per person per trip in Thailand was 33, 000
gratulate our team in TAT and our Thai
Thai Baht, which became 44, 000 Thai Baht
people without whom we would not have
in 2014.
been able to get such recognition. We are also grateful to our government for
What new things are you planning to pro-
their continued and strong support to tourism
mote Thailand in India?
sector. We also thank Indian travel trade for
We recently launched our new ‘2015 Dis-
promote Thailand. We are also grateful to In-
cover Thainess’ campaign to present Thai-
dian travellers who made Thailand their pre-
ness, Thai culture and festivals across the
ferred holiday destination.
world including India. We invite Indians to Runjuan Tongrut, Director, New Delhi Office, Tourism Authority of Thailand, Delhi
come to Thailand and experience Thainess. The campaign is being well-received in our
What make Thailand a preferred leisure
the best hospitality. TAT is a 55- year old or-
markets. We will undertake many other pro-
destination in Indian Market?
ganisation so we have a lot of experience to
motional activities this year to promote Thai-
It is our Thai hospitality which is appreciated
promote tourism. We have been very innova-
land in India. We recently appointed Mary
by Indian travellers and tourists from across
tive, creative and active in promoting Thai-
Kom, a five-time World Amateur Boxing
the world. Thailand is close to India. We are
land and keep doing new innovations.
champion, as Thai Boxing ambassador, to
an affordable, attractive and easily accessi-
promote Thai boxing. We invite Indians to
ble destination for Indians. Thailand and
How was the year 2014 for Thailand
India have many cultural similarities. A value
Tourism in India? What is your expecta-
for money destination, Thailand offers varied
tion from India in the New Year?
choices to Indian travellers. The country is a
The last year was a good year for us. We re-
favorite destination for family, weddings, ad-
ceived about one million Indian tourists in
ventures, golf and shopping. Whole family to-
2014. However, we are concentrating more
gether can visit Thailand. Ours is a
on expenditure Indian tourists make in Thai-
destination for all kinds of tourists. Many Indi-
land. We have been concentrating on luxury
ans love to go to Thailand because it offers
and high-end travellers to increase revenue
42
TRAVEL AND HOSPITALITY | FEBRUARY 2015
come to Thailand to experience Thai boxing.
TRAVEL & HOSPITALITY AWARDS 2014
TOURISM DESTINATIONS Most Outstanding Taiwan Island Destination How do you feel about Taiwan being
beautiful coasts and other natural as-
tourists in Asia (the others are Singa-
recognized as the “Most Outstanding
sets. In fact, Mother Nature is at her
pore and Japan); so in Taiwan you can
Island Destination” at the Travel and
best here. Home to north-east Asia’s
enjoy Asia’s safest and easiest tour ex-
Hospitality Awards 2014?
tallest mountain -- Yu Mountain in
perience.
It is indeed an honour and a matter of
Yushan, Taiwan is studded with numer-
pride for Taiwan to be recognized as the ‘most outstanding island destination’. We are very pleased that Taiwan is being recognized for its sheer natural beauty and stunning scenery.
“It is indeed an honour and a matter of pride for Taiwan to be recognized as the ‘Most Outstanding Island Destination’. We are very pleased that Taiwan is being recognized for its sheer natural beauty and stunning scenery.”
What will you describe as the most amazing thing about Taiwan as an Is-
ous mountains over 3,000 meters tall.
How was the year 2014 for Taiwan
land destination? What do travelers
No wonder, Taiwan is lovingly called
Tourism in India? What is your ex-
like most about Taiwan?
"Mountainous Island". Taiwan offers the
pectation from India in the New Year?
When the Portugese first sighted Taiwan
perfect combination of fabulous food,
The year 2014 was fantastic for Taiwan
in 16th century, they called it – Ilha For-
superb nightlife; night markets; hot
in general. Taiwan received a record
mosa, the beautiful island! How ab-
springs; enriching culture; history and
number of visitors, 9,910,204 to be
solutely right they were! Taiwan is
stunning natural beauty. Taiwan is also
specificl. Out of this a fairly healthy per-
known for its towering mountains and
among the top three safest countries for
centage were Indian tourists, who chose Taiwan for its safety, superb shopping, exciting night markets, culture, heritage and as an ideal family holiday destination. What new things are you planning to promote Taiwan in India? We are going to promote Taiwan aggressively in the trade and consumer sectors through advertising, participation in Trade shows, FAM trips, workshops, hoardings in major cities, in-cinema promotions and many other digital and online channels in 2015.
Noe
ntry Head, l Saxena, Cou
m Bureau
Taiwan Touris
TRAVEL AND HOSPITALITY | FEBRUARY 2015
43
TRAVEL & HOSPITALITY AWARDS 2014
REPRESENTATIONS Most Outstanding Company for International Tourism Representation in India: TRAC Representations (India) Pvt. Ltd. How do you feel about being honored with
great journey and we continue to walk.
‘Most Outstanding Company for International Tourism Representation in India’ award
With the Indian outbound market growing
at Travel & Hospitality Awards 2014? What
fast, how do you see travel representation
does winning this award mean to you?
business growing in India in future?
Travel and Hospitality Awards are one of the
We have stood shoulder to shoulder with our in-
most respected in the industry and being recog-
dustry partners and facilitated them with new
nised on this platform gives me immense pride.
opportunities. We strongly feel that it has been
It is always a pleasure when your vision and
a great collective industry effort to push the out-
hard work is applauded. I accept this award on
bound business and that is what has helped the
behalf of my entire team at TRAC, without
market grow at a phenomenal pace. Today, India
whose dedication and support this would not be
is the second fastest growing outbound market
possible.
and will continue to attract various destinations, products and services. There is an influx of var-
Kavi Ghei Chairman, Trac Representations (India) Pvt. Ltd.
“Travel and Hospitality Awards are one of the most respected in the industry and being recognised on this platform gives me immense pride. It is always a pleasure when your vision and hard work is applauded. I accept this award on behalf of my entire team at TRAC, without whose dedication and support this would not be possible.”
What makes your organization as one of re-
ious new destinations, tourism products and
pute and distinction? How do you maintain
services that want to capitalize on Indian out-
excellence in your services?
bound growth, thus making room for business to
TRAC pioneered the representation business in
grow by leaps and bounds.
India with an objective to grow the Indian outbound market. Over the years we have success-
How do you plan to grow in future and ex-
fully
pand your presence?
introduced
and
promoted
over
20
international destinations and various products
The future always presents new challenges and
and services. We have worked on a customized
we believe that TRAC has a long and strong
approach and continue to provide innovative
standing to look up to. Our commitment to de-
marketing solutions to our clients, thus creating
liver results is visible and will continue to remain
an edge in the market and long lasting impres-
our strong point to expand in the future.
sions. We have been practicing and following the path of neutrality thus helping the fellow industry partners to grow their businesses. A focused approach broken down in simplistic implementable modules has been the key to our delivering the results. What have been high points of your organization since its inception? We believe we are a very young and committed organization with various result-oriented success stories. However each assignment brings its own challenges and we believe in creating a success out of the same. We feel it has been a
TRAVEL AND HOSPITALITY | FEBRUARY 2015
45
TRAVEL & HOSPITALITY AWARDS 2014
REPRESENTATIONS
Most Outstanding GSA
Group ConCorDe
Prithviraj Singh Chug Director, Group Concorde
How do you feel about Group Concorde
such an outstanding position as a GSA?
we are a neutral entity and that we never com-
being honored with the ‘Most Outstanding
We've proactively managed the day to day ac-
pete with the other market players and focus
GSA’ award at the Travel & Hospitality
tivities ourselves and the board/shareholders
purely on our GSA activity with no retail busi-
Awards 2014?
have directly been involved with the principals
ness.
What does winning this
award mean to you?
and customers. We believe that this business
The feeling is rewarding and that of happiness.
cannot be sustained if you're not on the ground
What advice would you like to give to your
We have always just focused on doing our work
yourself; teams without leaders always face
generation of travel professionals who de-
and making sure that all our clients and their
challenges. The leadership of our Managing Di-
sire success?
products stand out in the market. Winning this
rector, Mr. Pukhraj Chugh and the guidance of
It is tough for me to give anyone advise to my
award gives us a sense of achievement that all
our CEO Mr. Jasraj Chug, have been instru-
peers as I'm a young professional in the indus-
these years of deep market penetration and re-
mental in our growth so far.
try myself. However, our managing director al-
lationships that we have developed duly recog-
ways encourages us to make sure that we are
nise our efforts. We hope we can continue this
What do your clients value most in your
able to deliver value to our clients before we
way.
GSA business?
reap value for ourselves. That ways we create
Our clients value that we are there for them
a win-win for everyone.
What factors led to your company achieving
46
TRAVEL AND HOSPITALITY | FEBRUARY 2015
around the clock. Furthermore, they value that
TRAVEL & HOSPITALITY AWARDS 2014
TOUR OPERATORS & TRAVEL TECHNOLOGY Most Outstanding Online Travel Company-B2B: EaseMyTrip How do you feel about EaseMyTrip being
this industry?
recognised as ‘Most Outstanding Online
I would like to tell young travel professionals
Travel Company-B2B’ by TnH at its Travel &
that despite having all the challenges, travel in-
Hospitality Awards 2014?
dustry is a platform where you can perform bet-
Success always gives a great feeling. It seems
ter than any other industry. This is a profession
that your hard work has been given special at-
that doesn’t take your complete time. You can
tention. I am really pleased and proud to re-
be a travel agent after being a housewife, a
ceive this award from TnH. In fact, I feel that this
serviceman or while running any other busi-
achievement is a step in right direction for
ness.
achieving better growth in business and life.
For budding travel professionals, I would sug-
Receiving ‘Most Outstanding Online Travel
gest that they should be specialized for certain
Company-B2B’ from TnH magazine will give
destinations instead of being a generalist travel
me encouragement for excelling in travel sec-
agent. People actually value a real specialist.
tor.
Nishant Pitti CEO, EaseMyTrip
What will you describe as the defining characteristic of your company? What do your customers value most about your company? Innovation is the defining characteristics of EaseMyTrip. By following unique and relevant strategies, we are increasing number of potential clients for our company. Trust is an important characteristic for which our customers value us the most. They are sure of creativity and innovation of our company. They know that we won’t let them down while enjoying the most beautiful moments of their life. They trust in our
There are two kinds of travelers – those with lesser time and more money and those with more time and lesser money. Deliver the best
“Success always gives a great feeling. It seems that your hard work has been given special attention. I am really pleased and proud to receive this award from TnH. In fact, I feel that this achievement is a step in right direction for achieving better growth in business and life. Receiving ‘Most Outstanding Online Travel Company-B2B’ from TnH magazine will give me encouragement for excelling in travel sector.”
value to both of them differently. Keep an eye on market and offer the competitive rates to your clients. Build your reputation, develop trust among customers and create brand awareness. This will help your travel agency in getting more business.
products and services because we walk that extra mile to bring that precious smile on their
India by delivering the clients excellent services
face by offering best holidaying experiences. In
at the most cost-effective rates. We constantly
6 years of our existence, the turnover of our
plan to deliver efficient detailed oriented travel
company exceeded to Rs. 1000 Crores last
services and generate obvious savings for
year and we are constantly growing with a rate
them. As a renowned OTA of India, we value
of 25-30% every year. This is happening be-
our clients and serve them with personal care
cause our clients’ trust and reliability in our
and zeal. Our constant effort is not only to be-
company.
come number one in Indian travel industry but also become an agent whom people can trust
What have been the long-term vision and
completely for their travel planning.
objectives of EaseMyTrip? The main objective of EaseMyTrip has always
What advice would you like to give to young
been to become the topmost travel company of
travel professionals who desire success in
TRAVEL AND HOSPITALITY | FEBRUARY 2015
47
TRAVEL & HOSPITALITY AWARDS 2014
TOUR OPERATORS & TRAVEL TECHNOLOGY
Most Outstanding Tour Operator (Offline): Carnation Travels How do you feel about your company being recognized as the ‘Most Outstanding Tour Operator (Offline) at the Travel & Hospitality Awards 2014? We feel honoured as the award bestowed on us is highly appropriate since we are striving hard to be recognised as the ‘Most Outstanding and Trusted Tour Operator/ Travel Agent in the Offline segment’. It seems people have truly understood and appreciated the way we are branding ourselves. We also feel proud of the fact that we are the best in the field.
Rajesh Sethi Managing Director, Carnation Travels
What will you describe as the defin-
What advice would you like to give
ing characteristic of your company?
to young travel professionals who
What do your customers value most
desire success in this industry?
about your company?
To be very transparent and honest to
The transparency exhibited when
the customers which will be highly
bookings are finalized and personal-
beneficial for their success in the long
ized and the friendly service thereafter,
term.
which is rarely available at other Travel Agencies is what sets us apart. What has been the long-term vision of Carnation Travels? To have a data base of clientele who have faith in our services and repeatedly give us the opportunity to plan their Tours/ Holidays and at the same time managing to give personalized service to each one of them.
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TRAVEL AND HOSPITALITY | FEBRUARY 2015
We feel honoured as the award bestowed on us is highly appropriate since we are striving hard to be recognised as the ‘Most Outstanding and Trusted Tour Operator/ Travel Agent in the Offline segment’. It seems people have truly understood and appreciated the way we are branding ourselves. We also feel proud of the fact that we are the best in the field.
TRAVEL & HOSPITALITY AWARDS 2014
TOUR OPERATORS & TRAVEL TECHNOLOGY Most Outstanding Rooms Booking Technology: RoomsXML How do you feel about your company being recognized as “Most Outstanding Rooms Booking Technology” by TnH magazine at its Travel & Hospitality Awards 2014? It’s a great feeling. Such recognition truly encourages us to keep on improving our product features. We are a highly focused B2B company enjoying a niche in the accommodation segment. What will you describe as the most defining characteristic of your company? What do your customers value most about your company? In such a high competitive segment that we are in, it’s good to know that we are not competing on the price plank. While low price and extended credit terms are the norms in our segment, we are happy that we are far, far awayfrom all that. I like to believe that there are key parameters why Travel Agents like to work with us: a) The technology: There are 9 specific features (including de-duplication of the inventory) that we offer that were first and still remain so in the industry. The user experience is simply rewarding. b) Service: It’s beyond lip-service. In fact, we have quantified it. Our phones are answered within 45 seconds. Thanks to our inbuilt CRM System, most cases are resolved there and then. Those that cannot are put on alert till such time they are resolved. An issue just cannot remain unresolved beyond a certain point – it escalates the matter automatically.
Prakash Bang MD, roomXML
What advice would you like to give to young travel professionals who desire success in this industry? I have always been an advocate of doing more and more about less and less. Instead of holding 4 Jacks, I would suggest folks to hold an Ace.
According to you, how important has technology become in hotel distribution ? I believe it’s very important. And I see no reason why its importance will diminish in the near future. What have been the long-term vision & objectives of your company? You will be surprised to know that we don’t look beyond a year – the dynamics are changing too fast. The main objective of the company is to be profitable. And the growth has to be sustainable. We never look at the top-line. A healthy bottom line delights us and our vendors!
TRAVEL AND HOSPITALITY | FEBRUARY 2015
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TRAVEL & HOSPITALITY AWARDS 2014
TOUR OPERATORS & TRAVEL TECHNOLOGY
Most Outstanding B2B Entrepreneur of the Year
JaaL Shah Founder RezLive.com & Group Managing Director, Travel Designer Group
How do you feel about being honored as the ‘Most Outstanding B2B Entrepreneur of the Year’ at the Travel & Hospitality Awards 2014? What does winning this award mean to you? I am honored that TnH, rewarded me with the ‘Most Outstanding B2B Entrepreneur of the Year”’Award in the recent award ceremony held in New Delhi. It’s a privilege, awards like this makes you believe that you are on the right track and people are not only noticing but appreciating the work you are doing. We as a company always believe in continuous improvement, acknowledgement and appreciation like this definitely motivates our efforts. What factors led you to achieve such an outstanding position in the industry? I always believed in one thing - Whatever you can do, or dream you have, work on it and action it. Boldness has genius, power & magic in
it. So, once the idea to start up something on my own hit my mind, I was ready for it and was also prepared to face all the challenges related to it. Needless to say that success is something that doesn’t come easily; you need to sweat hard to earn that. We have faced lot many challenges in reaching this milestone and every challenge has made us more energetic & we have bounced back harder and on a stronger note. How do you achieve and maintain excellence in your services and operations? Apart from innovation, service plays a very important role for us. In order to better serve our travel partners we have a world class operations team in our head office and branches, which always make sure that they respond quickly to the queries of our travel partners and help them at each and every step. We also have set standards and guidelines which they
adhere to make the process smooth. What makes your company a preferred choice among your clients? Competition and competitors are there in every business, but the main point is how you differentiate yourself from others. We as a group always believe in offering best services with dedicated support team, innovative products and state of the art technology to our customers. What advice would you like to give to a next generation travel professionals who desire success in this industry? I will only say one thing, whatever you do, you need to have a clear vision to achieve it. Work on it with absolute passion, honesty and enjoy the same, till the time you accomplish your target.
TRAVEL AND HOSPITALITY | FEBRUARY 2015
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TRAVEL & HOSPITALITY AWARDS 2014
GLIMPSES OF THE GRAND AFFAIR
Dr. Mukesh Sharma & Nakul Anand
Pratibha Advani & L.K. Advani
Li Qianguo,Yao Jing, Minister of China Embassy India
(L-R) Lalit K Panwar, Suman Billa, B Hariharan & Usha Sharma Anil Chadha & Vinay Malhotra
Vishal Sinha
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Yashovardhan Azad, Shristi Rai, Kirti Azad & Shivani Wazir Pasrich
TRAVEL AND HOSPITALITY | FEBRUARY 2015
Rajji Rai and Aykut Renda, Charge d’ Affaires, Turkey
TRAVEL & HOSPITALITY AWARDS 2014
GLIMPSES OF THE GRAND AFFAIR
KTS Tulsi & Rajji Rai
Mukul Rohatgi & Nick J Parker Rajiv Kaul, Ajay Bakaya & Lalit K Panwar
Mrs. Sarin, Justice Usha Mehra, Justice Manmohan Sarin
Ashwini Lohani, Rajji Rai, Vijay Madan
Rattan Keswani and Anand Kumar
Rajji Rai & Hatem Tageldin, Ambassador of Egypt to India
ar
(L-R) Suresh Kumar & J B Singh
l
S S H Rehman & Priya Pau
Keshav Suri, Jyotsna Suri
Charul Sarin & Anil Parash
epbhai Sanghani, Vinay
(L-R) Hon’ble Minister Dile Essa Sulaiman Ahmad
Malhotra, Rajji Rai,
Phee Teik Yeoh, Madhurima Rai, DG Vimla Mehra
TRAVEL AND HOSPITALITY | FEBRUARY 2015
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Magnificent AGRA
Delightful LUCKNOW
Spiritual Spiritual VARANASI VARAN VARAN ARANASI ASI
Uttar Pradesh
Bara Imambara
Feel Feel the wondrous wondrous eessence ssence of India
Travel Mart
“Heritage in an amazing “Herit age Arc Arc Tour”! Tour”! Just a few Delhi…AGRA few hour drive from from New De lhi…AGRA - the the fabled fabled capital capital of the the Great Gr eat Mughal emperors emperors is home to to the the incomparable incomparable wonder wonder of the the world… TAJ Relive w orld… The TA T AJ MAHAL! Rekindle Rekindle its rromance. omance. R elive the the history histor oryy and heritage heritage of fabulous fabulous Mughal monuments. Amaze Amaze yourself yourself at the the
February February 22, 2015 at Lucknow Lucknow
HIGHLIGHTS
Exhibition and B2B
First Ever EXCLUSIVE International Travel EXCLUSIVE Int EXCL ernational Tr T ravel Mart to to further Uttar Uttar Pradesh Pradesh as a leading Tourist destination Tourist de stination in India and the world. world.
February February 23-24, 2015
Two full days of structured, structured, pre pre scheduled B2B meetings between between the Buyers and Sellers. Sellers.
Indiraa Gandhi Pratishthan at Indir Pratishthan Gomti Nagar, Lucknow Nagar ar,, Luckno w
75 fully hosted hosted leading Foreign Foreign Tour For Tour Operators Operators from from across across the world world as Foreign Foreign buyers. For 25 leading Domestic across Domestic tour tour operators operat ators ors from from acr oss India as domestic domestic buyers.
For For further details, please contact :
Federation Federation of Indian Chambers of Commerce Commerce and Industry
Presence of around around 15 leading inbound tour tour operators operators fr om India as Se llers tto o int eract Presence from Sellers interact over over B2B meetings with the foreign foreign tour tour operators operators and the hoteliers hoteliers and tour tour operators operators from from Uttar Uttar Pradesh. Pradesh.
Phone : 011 - 23311720, 23322539 (New (New Delhi) Web Web : www.ficci-uptm.com, www.ficci-uptm.com, www.up-tourism.com www www.up-t .up-tourism.com
Quality Sellers Sellers of Tourism Tourism Products Products promoting promoting the State State of Uttar Uttar Pradesh Pradesh as a leading Quality
U P Tourism Tourism Helpline : 0522 - 3303030 (7:00 AM to to 11:00 PM)
Mr. Mr. Amit Gupta Cell: 09793996633, Email : amit.gupta@ficci.com amit.gupta@ficci.com Mr. Mr. Arshad Danish Cell: 09911221482, Email : arshad.danish@ficci.com Mr. Mr. Anshumali Bajpai Cell: 7800359000, Email : anshumali.bajpai@ficci.com
La-Martiniere
Zardozi Art
S Diamond Sponsor Sponsor
Mr. Mr. Arpit Srivastava Srivastava Cell: 8090000063, Email : arpitaloke@gmail.com arpitaloke@gmail.com
Chhota Imambara
P
Gold Sponsors Sponsors
O
N
S
O
R
Silver Silver Sponsors Sponsors
S Delegate Delegat ate e Kit Kit Sponsor Sponsor
FAM FAM Trip Trip Sponsor Sponsor (February (Fe (F ebruar bruary y 24, 2015, Lucknow) Lucknow)
Knowledge Knowledge Sponsors Sponsors
Support Organization Support Org Or ganization
Media Sponsors Sponsors
DL (ND)-11/6167/2014-15-16 | DATE OF POSTING: 6-11 OF MONTH | rNI NO.: DELENG/2010/33723 | DATE OF PUBLISHING: 4 th OF THE MONTH