Travel and Hospitality (TnH) - January 2021 by Prem Sagar

ISSUE 3 / VOLUME XII / JANUARY 2021 Rs.350 / Pages 48

EDITOR’S NOTE Bye 2020, I am breaking up with you! 2021 is just more my type Individually, we are one drop; Together, we are an ocean. Welcome to the first issue of the year. Hope you guys are all having a terrific start to the New Year.

By just about any unit of measurement, 2020 was a tough year. Even now, we are not free from the pandemic that refuses to die down. But with the launch of several Covid-19 vaccines, of which two vaccines are cleared for use in India, at least there is hope and the promise of a post-pandemic world. This has to be the year we wrestle this horrible virus into submission and bounce back strong than before. Luckily, we have one dozen unsullied months lying ahead of us, brimming with potential for renewal, change and rebirth. So, let’s think about what we can do to make sure that our business benefits the most from the coming months. And how can we help our business recuperate from the beating it took last year? We asked 20 experts to weigh-in. Our story, ‘20 Pieces of Business Advice for the New Year’ (pg 09), carries this advice. There’s also a lot to think about in terms

of figuring out what lies ahead. I think the beginning of no year in our lifetime has been more uncertain and confusing. Nonetheless we do some crystal gazing and give you a list of ‘7 Innovative Travel Startups to Watch’ (pg 37). Nearly every piece of content in this issue is forward looking. Other than the stories mentioned above, we have interviewed the CEO of Roseate Hotels to better understand the way forward for the hospitality industry (pg 31). We also have industry leaders disclose their expectations from the upcoming budget (pg 17). Hope you enjoy the issue! Have a great January- see you back here next month.

Publisher & Editor Srishti Jindal

c ontents

20 Pieces of Business Advice for the New Year

17 21

Visiting Israel- There’s no place quite like it!

27 31

Budget 2021: The tourism industry’s expectations from FM Sitharaman’s Budget

Scouting Luxe Lairs – Inside Coco Bodu Hithi, Maldives

Navigating a Crisis - An Interview with Kush Kapoor, CEO, Roseate Hotels & Resorts

7 Innovative Travel Startups to Watch

@tnhmagazine

www.tnhglobal.com Printed, published and owned by Srishti Rai. Printed at Naveen Printers, F-11 B, Okhla Industrial Area, Ph-1, New Delhi-110020, Published at C-4, 2nd Floor, Community Center, Safdarjung Development Area, Opp Main IIT Gate, New Delhi-110016;

Publisher & Editor Srishti Rai

Art Director Sunny Singh

Director Bharat S. Rai

Correspondent (Kolkata) Swaati Chaudhury

Creative Head Shulabh Gupta

Accounts Chander Shakher Balodi

Managing Editor Prem Kumar

Administration Executive Sarwat Jahan

GM - Marketing Prem Sagar premsagar@tnhindia.com (M) +91 99106 81111

For any query : info@tnhindia.com

09 Strategy

20 Pieces of Business Advice for the New Year Setting new goals and adapting and revising business practices are the hallmarks of a successful business. Considering there is something about the excitement of a New Year that inspires us to act energetically and effectively, there are few better times to implement these actions than at the beginning of the year.

Words by Srishti Jindal

Setting new goals and adapting and revising business practices are the hallmarks of a successful business. Considering there is something about the excitement of a New Year that inspires us to act energetically and effectively, there are few better times to implement these actions than at the beginning of the year. So, this year we’re going to provide you with some astute business advice straight from your peers. Of course, you know your organization best, and we’re certainly not here to tell you how to run it. Our goal is merely to plant the right seeds, by organizing the recommendations from business leaders across the industry, that will help you best lead your business this year. --“The New Year will spell revival of the hospitality industry. There are two main things to remember: first, pay attention to your target audiences, whether they are guests staying with you or potential customers looking to book online; second, consistently communicate via all customer touchpoints. Always listen and then

communicate, this is key to earning their trust and loyalty.” Sarbendra Sarkar, Founder & MD, Cygnett Hotels & Resorts ---“The pandemic threw the hospitality industry into a tailspin. My piece of advice to businesses in the sector, as well as to the consumers would be to be ‘Vocal for Local’ and restructure their strategies keeping in mind the domestic market. This will also be in line with the government’s call for building an Atmanirbhar Bharat.” SN Srivastava, President & Co-founder, Clarks Inn Group of Hotels -----“My business advice for tourism busineses in 2021: Recreate products and services innovatively, market them effectively, use technology to its best in marketing products and also in service delivery, train human resources to deal with new needs and challenges, develop good leadership, use online platforms effectively to promote products, plan the year forward well, both activity-wise and financially, and

create a short-term and long-term plan for the business.” E M Najeeb, Sr Vice President, Indian Association of Tour Operators (IATO) --“Concentrate on domestic business and simultaneuously develop new itineraries for the inbound market away from the main cities. Rajiv Mehra, Vice President, Indian Association of Tour Operators (IATO) --“For 2021, I would advice everyone to stay calm and try to adjust to changed business conditions. Undoubtedly, we all need a new approach to rebuild our businesses with caution, to save our energies for favourable times.” Ravi Gosain, Hony. Treasurer, Indian Association of Tour Operators (IATO) --“My advice for the New Year is that don’t be under any false illusion!! Inbound will not restart just because vaccinations for COVID have begun. The earliest we can expect some inbound is the last quarter of 2021 or early 2022. Hope for the best and plan for the worst.” Tony Marwah, CEO, Indian Travel Promotion Company & EC Member, IATO --“Exceptional times call for exceptional measures. The resilience of the tourism industry fuelled by all its stakeholders will trigger the momentum required. Focus on product experience, better pricing, ROI and cooperation will define the new era post COVID.” Amaresh Tiwari, Vice Chairman, India Convention Promotion Bureau (ICPB) --“2021 brings great hope and renewed optimism. The goal of our industry should be to create a sustainable business ecosystem. It will now be crucial for businesses to stay resilient and agile in their operations, as the consumer needs and habits have changed in the wake of the pandemic.” Dev Karvat , CEO, The Karvat Group ----

“Following a year of most unexpected events, my prime advice for businesses would be to brace the new trajectory with diligence and rational resilience. This is the most evolutionary period that our generation has witnessed, and therefore calls for an innovative mindset to appease the modern buyer. Instead of waiting for or expecting normalcy, refine your outlook to take a fine view of current developments and mould your offerings for the new demand. Bring cost optimization to operations and offerings, as a key strategy to survive any business jolt. Offer effective deals to customers, enhance service delivery, and adopt a broader view towards the industry as a means to advance in these times. Succinctly put my suggestions are: develop a lean plan; assess risks in advance; define a committee to regularly evaluate plausible developments at the consumer, national and global level; ensure transparency in customer deals; plan digital growth; bring more agility to operations; diversify when possible; rebound internal culture bringing empathy to the core for committed workforce and act as a consultant to your customers rather than an agent. Sandeep Dwivedi, Chief Operating Officer, ITQ --“The travel & tourism industry has witnessed various challenges, but so far the year 2020 has been the

most challenging for the indsutry worldwide. The pandemic impacted each and every person and each and every segment of the travel & tourism Industry. While we all are very optimistic about the year 2021, as the initial signs of travel & tourism recovery that have emerged are very positive, we still have a long way to recovery. We need to be prepared for new normal practices. With respect to our businesses, the general feeling is that volumes are going to be limited initially and will increase gradually. Clients will look for value, so we need to adopt cost-effective means of functioning as well as enhance the quality of our services as per expectations of the New Normal Scenario. It’s going to be a challenging phase but the industry is resilient and has been adapting to new normal practices. We are looking at a future with lesser people to people engagement and more online and digital interactions. Even though travel & tourism has always been a high people to people contact industry, the Year 2020 saw a quick digital transformation from the way we conducted business earlier. These new systems are going to stay on and will make communication easy and virtual. Let’s adapt to the New Normal and get the travel & tourism business flourishing again.

Rajeev Nangia, Chief Operating Officer, TRAC Representations (I) Pvt. Ltd. ---“For the New Year, my advice to inbound tour operators is that they should look for alternate income generation to tourism in order to survive till October 2022, as the revival of inbound tourism is not expected any time soon. They should prepare themselves for domestic tourism which has vast potential.” Lajpat Rai, MD, Lotus Trans Travel Private Limited ---“My advice is two-pronged. The first is for the inbound segment to remain visible and relevant to their customers and contacts in the international market. The second is to join their heads together and aggressively lobby for a conducive and allencompassing tourism policy for the overall betterment of the sector to ensure India is a truly welcoming, sought-after, attractive and competitive destination.” Sarab Jit Singh, MD, Travelite (India), a unit of KTC India, Former Sr. VP, IATO & Former Vice Chairman, FAITH ----

“We should look at 2021 with more optimism. The past year has taught us to innovate and adapt to scenarios. Let’s put those learnings to test. It’s now time to adhere to the new regime, utilize the tools at our disposal, be data intelligent and take action. Issues will remain. Instead of panicking, start meeting and engaging and working together towards revival.” Pallavi Mehra, Group Director of Informa Markets in India --“My advice would be that you must look at your business carefully with regards to to how you price your products, how you keep your margins, and how you ensure that you have savings. This pandemic has shown us one thing, that our industry-wide poor pricing practices have left so many of us with very thin savings and that is one of the biggest consequences of the pandemic that we have to face. We need to have a healthier industry and that will require everybody to work together.” Rajeev Kohli, Joint MD, Creative Travels --“My piece of advice to all hospitality professionals is that they always remember that change is the only constant in our industry and in these unprecedented times, we are all gaining experiences that will help us our entire lives. Please ensure whatever be the scenario, your self learning and self improvement always continues and also work on the principles of TIPS (transparency, innovation, passion, simplicity). We must understand that the tourism and hospitality industry is still on a recovery path with travel constraints. So it is even more imperative that through our work, we express our loyalty towards our employers and towards the brands that we have nurtured together. As mentioned above, constant learning is something that I always advocate. But working for a dynamic industry like ours means the learning is usually focused. Hence, to broaden ones horizon, I suggest adding one extra skill a year which might not be something directly related to one’s work. For example, F&B personnel could pick up some social media skills or say a Front Office operator could learn about the new wine collection at the hotel.” Kush Kapoor, CEO, Roseate Hotels & Resorts ---

“This is a year of introspection, digitalisation and multi-tasking. A shoe string budget of expenses coupled with a hawk eye on finances would help smart hotel operators stay afloat. Truly this is an era of touch-less technology and adhering to the necessary evil of social distancing. Time to keep our teams intact and motivated yet connected as everyone, at different levels, have gone through their own share of troubles. All in all, this is a period for the industry to tread with caution before we bounce back. We may be down at the moment but surely not defeated.” Rishi Puri, Senior Vice president, Lords Hotels & Resorts --I hope, pray and wish that 2021 is the year of recovery. Tourism will only see recovery as people will feel safe to travel post vaccination. International traffic to India in 2021 will largely comprise of Indian origin travellers visiting home. We may see a trickle of foreign travellers by the end of 2021. Domestic travel will continue to grow strong as more and more Indians will explore their own homeland. Digital channels and technology will play a crucial role. Ajay Bakaya, Managing Director, Sarovar Hotels and Resorts --“The last year was a challenging one for the hospitality Industry, but I believe it has taught us the importance of resilience and has shown us how we as an industry can adapt and change. I believe that we should carry forward these qualities and bounce back stronger. The most important business advice I can give for the new year is that we need to give regard to every piece of business and improvise and strategize with every step forward. Quarter III onwards opportunities should be galore.” Greesh Bindra, Vice President Operations, The Suryaa New Delhi --“It would be an understatement to say that 2020 was a challenging year in every way possible on the business front. In our lifetime we have seen huge swings of ups and

downs in business but this time it is different and different times as these ones mean we have to think differently to survive. For business owners in the hospitality and travel business, I would say, cut costs as much as possible, save money to keep the business afloat till at least 2022. For the middle age professionals, if you have any other skills this is the time to use them and start another chapter. For the youngsters, learn new skills, this time shall pass and you will be better placed with newer skills.” Vasudha Sondhi, Managing Director, OMPL Group --The challenges that the travel industry faces are not yet over. Unpredictable demand and the risk of unexpected travel restriction will continue for at least a few more months, till there is reasonable success in vaccine roll out. Hence, it is important for businesses to learn to thrive out of their comfort zones, identify and convert every opportunity to real business, maintain healthy finances and keep the team motivated. Businesses that manage the next two quarters well would be in a very good position to take advantage of the post-pandemic travel boom. Jaal Shah, Group Managing Director, Travel Designer Group

17 Trade Talks

Budget 2021: The tourism industry’s expectations from FM Sitharaman’s Budget As India’s Finance Minister Nirmala Sitharaman prepares to present the Government’s budget for FY 2021-22 on 1st February, there is a rare curiosity amongst industry stakeholders regarding the provisions made for tourism. The budget 2021-22 assumes special significance for India’s travel and tourism industry as it comes in the wake of the devastation caused by the Covid-19 pandemic. Considering tourism is not only among the worst affected sectors but has also been left out of the Government’s Aatmanirbhar Bharat Package and other relief measures, stakeholders have great expectations from this year’s Union Budget. Words by Prem Kumar

Ankur Bhatia Executive Director, Bird Group & Chairman, CII’s Northern Region Committee on Tourism & Hospitality

Madhavan Menon Chairman & Managing Director, Thomas Cook (India)

Sarbendra Sarkar Managing Director, Cygnett Hotels & Resorts

Vishal Suri Managing Director, SOTC Travel

“Given its critical contribution to India’s economy and its powerful multiplier impact on employment generation, an imperative at a time like this, the tourism industry deserves top priority in the Union Budget 2021”

“Domestic Tourism requires priority support, otherwise swathes of tourism dependent communities will languish and along with it will dwindle our precious local art forms, heritage and culture.”

The unprecedented disruptions and devastation caused by the pandemic have caused massive unemployment and bankruptcy. Ankur Bhatia, Executive Director of Bird Group says that the pandemic has left the industry totally high and dry with job losses as high as 70% and pay cuts as much as 50%. According to him, hotels are folding up at an unprecedented rate, new projects are getting halted, FDI is at near zilch and bad debts are mounting at humongous levels. Echoing similar sentiment, Madhavan Menon, Chairman & Managing Director of Thomas Cook (India) Ltd., said that the travel and tourism industry has been one of the most-severely impacted sectors in the on-going COVID-19 pandemic; and is staring at a long road to recovery. It goes without saying that India’s travel & tourism has suffered a huge blow due to the pandemic and related lockdowns; it is very essential to save this sector which, in normal times, is estimated to contribute more than 9% to India’s GDP. The sector accounts for more than 12% of the country’s total employment. As Vishal Suri, Managing Director of SOTC Travel says, the travel & tourism sector is a vital contributor to the country’s GDP and a significant employment generator. It would be imprudent and unfortunate if the government does not extend their hands of support to this beleaguered industry. Grappling with the unprecedented crisis, the travel & hospitality industry hopes that the Budget 2021-2022 will address its concerns and help it tide over the existential crisis. Its wish-list includes infrastructure status, tax incentives, generous budgetary allocation and disbursement of SEIS benefits. Getting infrastructure status has been a longstanding demand of the industry. Coming at this critical time, Budget 2021 presents the Government an excellent opportunity to recognise the vast potential and contribution of the tourism sector, and accord the importance it deserves in policy makings. “Given its critical contribution to India’s economy and its powerful multiplier impact on employment generation, an imperative at a time like this, the tourism industry deserves top priority in the Union Budget 2021,” says Madhavan Menon, adding that while the Government has rolled out relief packages for several industries, the tourism sector has been overlooked; therefore, the forthcoming Budget offers an ideal opportunity to address the crisis in this sector. People associated with the industry lament that the Government has not been sensitive and supportive towards this sector during the Covid crisis. This

lack of support has further deepened the crisis, delaying any chance of early revival and threatening the existence of many companies. The Government can save the industry, help its revival by presenting a pro-tourism budget. The upcoming Budget should introduce supportive policies for the tourism sector, and make a generous allocation for it, according to Vishal Suri of SOTC Travel. Ankur Bhatia, a leading industry voice who currently chairs CII’s Northern Region Committee on Tourism & Hospitality stressed that the sector can be salvaged only if the government heeds to proposals voiced by the industry year after year. According to him, the government must grant the much-awaited infrastructure status to the hospitality sector in Budget 2021, which would allow hotels to avail electricity, water and land at industrial rates as well as better infrastructure lending rates. This will help companies cut their operational costs. At present, the biggest challenge before the industry is the lack of cash. Facing liquidity crunch, travel companies, hotels and restaurants are finding it hard to sustain their businesses. The Budget must address this cash crisis for the sake of the survival of the sector. In this respect, Ankur Bhatia suggests that the Government should extend the moratorium on all working capital, principals, interest payments, loans and overdrafts till March 2021. He says that the current interest rate is very high; it must be kept at a minimum. “RBI’s resolution framework on loans must be reworked upon, and the one-time rescheduling of principal interest dues needs a dekko,” he added, urging the Government to allow GST input credit on the entire project cost for hotel developers. Currently it’s only for moveable assets. He further said that as hotels are currently charged with the commercial tariff (highest tariff bracket) and industrial duty (highest duty bracket); fixed costs should be waived off for the period of the lockdown. In order to mitigate the liquidity crisis and revive the tourism sector, Madhavan Menon suggests that the Budget should offer soft loans to the sector to finance working capital, incentivise tourism spends by providing income tax concessions and pay overdue SEIS benefits. The industry has been asking the Government to clear pending dues under SEIS for the last fiscal. Incentive schemes like SEIS can offer a bit of succour to the industry at these tumultuous times. Menon also sought easing of indirect taxes and waiving off TCS to aid the recovery. Backing the call to waive TCS, Vishal Suri says it is critical for stimulating demand. According to Bhatia, the Government should further grant exporter benefits to

the hospitality sector under the Service Exports from India Scheme (SEIS) and Export Promotion Capital Goods (EPCG) Scheme for some more time to help them tide over the pandemic impact. Bhatia also suggested that foreign exchange earnings for inbound tours and hotels should be treated at par with other exports and services, and that such earnings should be accorded ‘Deemed Export of Services’ status along with a Zero rate of GST. Sarbendra Sarkar, Founder & Managing Director of Cygnett Hotels & Resorts, wants the Government to announce some positive measures to help the hospitality industry boost revenue. His wish-list includes measures such as low GST rates on hotel room tariffs and increased spending on infrastructure and connectivity. In addition, industry stakeholders unanimously felt that at least for the time being, domestic tourism is the only hope for India’s travel & tourism industry, as international travel remains largely restricted due to curb on international flights. With the extended ban on international commercial flights, domestic tourism offers strong potential, says Menon, and this requires priority support otherwise swathes of tourism dependent communities will languish and along with it will dwindle our precious local art forms, heritage and culture. To boost domestic tourism, regional connectivity and last-mile connectivity needs improvement. According to Menon, innovative and viable initiatives like UDAN need to see sustained delivery to boost domestic tourism. It is equally important to maintain budgetary outlay for other infrastructure projects. Domestic tourism can also be encouraged by financial incentives. According to Bhatia, income tax deductions on domestic travel could encourage such tourism. Until inbound tourism restarts, which may take a longer time; it is imperative that the focus should be on domestic tourism for the sector’s revival. To sum up, the tourism sector is currently facing two biggest challenges: cash crunch and lack of demand. Budget 2021 must introduce measures aimed at mitigating the industry’s liquidity crisis. The Budget should also offer incentives to boost demand and revenues. In the short term domestic tourism seems to be the best bet for recovery. To augment domestic tourism, regional connectivity and last-mile connectivity needs to be enhanced.

21 Destination Guide

Visiting Israel- There’s no place quite like it! After renewing and establishing ties with several Middle-Eastern countries, Israel has been in the news more than ever. As a tourism destination, its popularity is expected to soar. With seas to float in, deserts to camp in, delicious food to gorge on, religious sites to be amazed by and archaeological sites to explore – it’s easy to see why. Words by Srishti Jindal

“Jerusalem, with its hundreds of churches, mosques and synagogues scattered across the city, is like an open-air museum. At any given time, you can see hundreds of devotees leaning on the Wailing Wall or performing other such rituals and it is these very traditions, even more than the spectacular sites that make Jerusalem such an alluring, authentic, and utterly singular destination.” “The contrast and co-existence of two antipodal worlds under a handful of sky is what makes Israel so special.”

I have had a bee in my bonnet about visiting Israel for quite sometime now. Unfortunately, I was always warned against it. I could not blame the incredulous look my family gave me when I announced I had finally decided to visit the country. After all, the media always portrays Israel as an area of constant strife. However, I knew better. Tourism is one of the main sources of income in Israel. The country hosted around 4.55 million tourists in 2019 and if the COVID-19 pandemic hadn’t put global travel on halt, 2020 was slated to be a record-breaking year in terms of tourist arrivals. If a holiday in Israel were truly dangerous, visitors would not be zealously trying to visit the holy land. Nonetheless, I have to admit I had my own apprehensions about visiting this stunning country. I was skeptical that once I enter the country I could forget about any shopping expeditions to Indian shopping havens like Dubai and Abu Dhabi. At the time, I did thorough research and after reconfirming with many reliable sources I was assured that metropolitan countries in the Middle East don’t deny Indian tourists visas simply because they have visited Israel. Of course, given the diplomatic ties Israel has recently cultivated these apprehensions have now proven absolutely frivolous. In fact, in August 2020 a historic direct flight from Israel landed in Abu Dhabi, making it official that Israel and the Middle East are serious about being friends.

fervor, being in Jerusalem was incredibly heady stuff. Here I was in the very city where three of the world’s great religions- Judaism, Christianity and Islam- had roots. Jerusalem, with its hundreds of churches, mosques and synagogues scattered across the city, was like an open-air museum. I touched the very grave Jesus was buried in and the cross he was crucified on. I saw where Muhammad ascended into heaven and also visited the famous first temple Dome of the Rock. Each site was more unbelievable than the other. No amount of words can do justice to the significance of the place. I could feel the deep enduring spirituality in the very air of the city. For the local residents and those travelling for pilgrimage, prayers punctuated daily routines. At any given time, I could see hundreds of devotees leaning on the Wailing Wall or performing other such rituals and it is these very traditions, even more than the spectacular sites that make Jerusalem such an alluring, authentic, and utterly singular destination.

When I finally reached Israel my first stop was Jerusalem. For someone who has grown up on religion, visited the temple every Monday and believes almost every mythological tale with religious

My first night in Tel Aviv, the people were celebrating a special annual event called White Night (Laila Lavan). This is Israeli army slang for a night of continual activity with no sleep. Everything from restaurants to offices, to museums and clubs were open

My next stop was Tel Aviv, which was standing in complete contrast to Jerusalem. A thoroughly modern city, with its record number of designer shops, nightclubs, hotels, restaurants, and bars, it is the cosmopolitan heart of Israel. And it is this contrast and co-existence of two antipodal worlds under a handful of sky that make Israel so special.

all night and special free concerts were organized through out the city. The energy was amazing and it is safe to say the nightlife was comparable to the likes of places like Ibiza and Miami. The next day I shopped till I dropped in the trendy Kikar Hamedina area. The area was brimming with chic stores, art galleries and cafes. At night we decided to eat at the world-renowned Messa Restaurant, which brings me to the topic of food. Of course, the food at Messa was brilliant; it’s one of the top restaurants in the world. But what needs to be noted is that food all over Israel is superb. Israel is a gastronomical paradise! Even the most humble places offering nothing more than hummus, tahini and pita are never less than excellent. What is considered an average restaurant in Israel will serve food that would be considered remarkable in any other part of the world. After our time in Tel Aviv, we drove to the Mizpeh Hayamim Spa Hotel that overlooks the magnificent Golan Heights and the Sea of Galilee. The journey itself was an experience; there was a picturesque landscape at every turn. The hotel estate was spread over a sprawling 37-acre area and was surrounded by forests and flowing gardens. I enjoyed a delicious and healthy meal at the hotel’s vegetarian restaurant with its appetizing and creative dishes made solely from the fresh produce grown in the organic farm within the hotel complex. The next morning I took a tour of the organic farm, herb garden, soap factory and bakery. Even though I started as early as 5 am, the wonderful surroundings made me feel in perfect harmony with nature and kept me energetic and revitalized. Finally, I decided to enjoy the renowned spa. Anyone who knows me knows I am a spa buff. Since I am eternally hunched up in front of my laptop I suffer from chronic neck and shoulder pain and massages temporarily relieve me of my woes. I tried the traditional body massage at the spa. It was so relaxing I could barely stay awake for the first five minutes. For those of you who love trying new treatments, the spa menu was one of the most extensive I have ever seen, there were a host of options for spa, beauty and cosmetic treatments. After leaving the quaint resort I had a hectic day ahead of me. I had to visit Tzora vineyards, an olive pressing factory and a cheese farm. I immensely enjoyed each activity and was left feeling more culturally enriched. But what surprised me was how compact Israel is, we drove from the north to the south in about two hours, and within this

compact space there is everything a tourist could want- sun, sea, sand to fun, food and culture. Another thing that astonished me was that driving around I did not see any soldiers or policemen. In fact, the only time I became aware of the unrest at the borders was when I drove to the Dead Sea, which is close to the borders, and saw a few security checks. Put succinctly, Israel is unlike any other country you’ve likely ever visited. It is a pint-sized delight, with diverse landscapes ranging form scenic mountains and breathtaking deserts to deep valleys and an abnormally buoyant ocean. No matter your tastes or interest, you will have much to do, see, and eat here. This is why TnH has anointed it as ‘The Must Visit Destination of the Year’—a bold statement, perhaps, but one we believe in.

27 Destination Guide

Scouting Luxe Lairs – Inside Coco Bodu Hithi, Maldives Few places on earth blur the line between Earth and otherworldly like the Maldives does. And for Maldivophiles (yes, it’s a gargantuan pack, and growing!) looking to delve deeper into this compelling sensorial escape, Coco Bodu Hithi is perfectly positioned – literally and otherwise – with its idyllic location.

Words by Mandira Rai

Plumped perfectly in the country’s North Male Atoll, a short 40-minute speedboat ride from Male International Airport, you arrive at Coco Bodu Hithi’s impressive arrival jetty in no time. Wide vanilla beaches circle the island, licked by ripples of turquoise tinged water that play home to mammoth jackfish, reef shark, clown fish, hawksbill turtles, a variety of octopi and other vibrant marine life. A teeming house reef provides ample opportunities for snorkelers to be mesmerized by the thriving ecosystem under the water. And eagle rays roam the cerulean waters nonchalantly, much to the delight of camera totting guests. This is a place for unpretentious living and impromptu adventure, in no particular order. And for those contemplating where to ‘live’ while on this sliver of sand and palm, options abound. Choose between Island Villas, set amidst verdant island foliage, offering direct access to the beach or the Water Villas - complete with direct lagoon access and a private infinity pool. For the quintessential Maldivian experience, however, opt for one of the 24 sumptuous Coco Residences, decked out in their own exclusive overwater enclave. Split level decks showcasing a four-poster day-bed, private infinity pool, segregated living area, full-size toiletries by cult brand Aqua di Parma, direct reef and lagoon access as well as butler service by dedicated lifestyle hosts are just some of the many reasons these rather generously sized 184 metres residences find themselves the abode of choice for the well-heeled. Not too far away, stretched out in front of the Indian Ocean, the main pool - a shimmering infinity-edged glass jewel by the arrival jetty - sets the tone for endless possibilities of pleasure whilst on the island. The weekly movies under the stars are well attended, as are champagnefuelled sunset cruises held on traditional handcrafted boats or ‘dhonis’. These dhonis can also transform your ordinary morning into a private big game fishing adventure. In addition to a pristine house reef, underwater enthusiasts can accompany the resort’s highly skilled marine biologist

to the nearby Turtle Point to spot hawksbill turtles or head to Shark Point to score sightings of nurse sharks and sting rays. Bodhu Hithi Thila – a short boat ride away - will delight visitors with reef manta ray sightings. In fact, Coco Bodu Hithi offers more water based activities than you can shake a snorkel at - jet skiing, surfing, water skiing, parasailing, wake boarding and kayaking are just a few on a long list of thrills on offer. A short but spectacular walk away, perched on stilted decks above iridescent waters, is the eight-room Coco Spa. With each room named after parts of the coconut palm, this over-water sanctuary for the senses offers a bevy of sublime treatments, all with the singular aim of balancing the body and the mind. The deeply restorative Island Seashell Massage that uses Maldivian coconut oil and seashells to iron out the kinks and relieve muscular tension is most certainly something to be experienced, if only once. You’re definitely a captive audience on this paradisiacal stretch of sand – there is nothing around other than miles and miles of water. Fortunately, not to be left behind in it’s culinary offerings either, Coco Bodu Hithi offers guests six varied dining options that promise to keep the taste buds engaged. This simply means that guests in pursuit of sumptuous Japanese fare can sink their teeth into sushi at Tsuki one day and savor delectable seafood at fine-dining Aqua, suspended right above the deep blue, on another. And while Latitude is definitely the spot to watch a flaming orange sun fall into a purple horizon, martini in hand (of course!), Air is where you’re most likely to stumble upon what can only be described as the best Maldivian breakfast delicacy – ‘mashuni’. And be rest assured that you will always have the resident herons watching over your food, should you happen to run in for seconds. The bottom line? In an archipelago that welcomes the birth of a new resort every quarter, each one trying to live up to that ‘island-sanctuary’ cliché, Coco Bodu Hithi sits like a grand old dame, celebrating simple sophistication and laid-back chic. Will you be lured back? Most certainly.

31 Executive Conversations

Navigating a Crisis An Interview with Kush Kapoor, CEO, Roseate Hotels & Resorts Even though the vaccine rollout has begun, we continue to live through and be affected by the COVID-19 pandemic and so the state of the hospitality industry has only marginally improved. While the travel and hospitality industry was the first to get hit, it seems likely it will be the last to recover. Some hotels have reopened, others are partially open or temporarily closed, while a few have not survived and shut their doors permanently. For those hotels that are open, business is not the same and in addition the guest experience has evolved. To better understand the state of the industry, we speak to Kush Kapoor, the CEO of coveted hospitality brand- Roseate, to discuss his thoughts on the impact of COVID-19 on the industry and the road to recovery.

Words by Prem Kumar

Q. The past year was disastrous for the industry. Looking back, how would you describe the impact of the pandemic on the travel & hospitality sector? COVID-19 has affected every sector across the globe, and the hotel industry is among the hardest hit. The crisis is unprecedented and moving quickly, however, still deeply uncertain. Strategies to flatten the COVID-19 curve such as community lockdowns, social distancing, stay-at-home orders, travel and mobility restrictions have resulted in the temporary closure of many hospitality businesses and significantly decreased the demand for businesses that were allowed to continue to operate. The hospitality sector was amongst the first hit and might be the last to recover. Q. How has Roseate been navigating through these tough times? What is the biggest challenge you have faced so far? To stay at the top of the situation and sustain, we were constantly on our toes to find innovative ways to weather the storm. Both the properties of the Bird Group that are located in New Delhi, Roseate House as well as our flagship resort The Roseate, are close to the airport and participated in the ‘Vande Bharat Mission’ of bringing back home our countrymen from across the globe. The total number of pax opting to stay in the hotels helped us get the numbers. The Roseate was the only five-star resort participating to help.We have also started food delivery from our restaurants for our patrons who are missing the fine dining experience and that also contributes towards our revenue. Roseate Hotels & Resorts in association with Launderette is also offering hygienic and

contactless 24-hour laundry delivery services. Further, we have shifted from plastic bottles to glass bottles. There is a 60 per cent saving that further strengthens our commitment to go green. It is a matter of pride for us that even during this highly contagious pandemic, the confidence of our guests in Roseate Hotels and Resorts never wavered, However, our biggest challenge during this period has been to continuously supervise and monitor the situation and ensure that we are worthy of the trust our guests have placed on us. Q. How many hotels have you reopened so far? How has the initial market response been? All our three hotels are operational right now and the response was fairly good when we reopened. People at the moment are quite worked up with the current situations. Even working from home that was earlier thought to be a relaxation has turned into a trap. Opening of hotels has introduced a new way to relax and work. At Roseate we have started a day pass that allows guests to check in during the day and check out by the evening. If we talk about the current situations the hotels are doing fairly well. Q. After reopening, what challenges are hotels facing in running their operations? While the hospitality industry is slowly recovering, the COVID-19 crisis continues to exert profound impacts on how hospitality businesses operate. Hospitality businesses are expected to make substantial changes to their operations in the COVID-19 business environment to ensure employees’ and customers’ health and safety, and enhance

customers’ willingness to patronize their business. People have once again started drawing up travel plans to cast away monotony wrought by months of lockdown and work from home. But what has now trumped luxury and comfort-deciding factors in the pre-COVID-19 era - is safety. People want to be flexible with their travel plans as far as possible and they want to holiday in the safest possible way. Roseate Hotels & Resorts is not leaving any stone unturned to accommodate guest demands in a bid to comfort them and inspire their confidence during their vacation. Sensing the rising demand for short-haul drivecations and staycations in the city hotels, we have developed flexible packages that can further be customized as per guest needs. Aligning guest’s plans with a hotel’s offering is the strategy to drive both guest confidence and enterprise revenue. Q. What additional safety measures have you put in place at your hotels? The hospitality industry has to dramatically change the way it operates and communicates with people. We have introduced ‘Care by Roseate’ which involves stringent procedures in place to ensure no contamination enters via any route. The measures involve thermal screening at entry gates of all passenger vehicles and display of ‘Safe’ status in the Arogya Setu app for staff and guests. Sanitizers have been kept in all prominent locations within the hotels and resorts. Upon arrival guest luggage is disinfected from outside. Further, to enable seamless, remote check-ins, ‘Touchless Check-ins’ are facilitated via an app, in which all information would already be pre-registered.

“But what has now trumped luxury and comfort-deciding factors in the preCOVID-19 era - is safety. People want to be flexible with their travel plans as far as possible and they want to holiday in the safest possible way.”

After checkout, the same room would be reallocated only after 24 hours, once it has been thoroughly disinfected. Roseate Hotels and Resorts also follows an alternate room occupancy policy to maintain social distancing. Housekeeping staff wears Personal Protection Equipment (PPE). Delivery and clearance of room service orders are done just outside the hotel room entrance. To ensure touchless usage of elevators, a staff member in a PPE is present to operate them with not more than three members at a time. Q. With norms like social distancing into play, how will the guest experience evolve? Hygiene is the top priority for our guests. Our ‘Care by Roseate’ ensures guest safety, which has been well appreciated by our guests. We have tried to make the process seamless by introducing queue-free check-in via Bird Apps. As safety is the most important factor during these times, following all the norms results in increasing guest confidence. We have been trying to ensure the best and transparent practices. Having said that, it should also be noted our service staff wears designer PPE to ensure that the aesthetic factor is also not ignored. Q. You have announced ‘Never Leave Staycation Packages’ for your Delhi property. What is the idea behind this offer? The basic ideation behind our ‘Never Leave Staycation’ packages is to provide a break to our Delhi guests from lockdown monotony by providing them great offers through which they can unwind while being completely assured of the safety around them. It’s an

ideal experience which includes pick up and drop from your home to The Roseate or Roseate House, and incorporates a night’s stay inclusive of a lavish breakfast and lunch and dinner with delicious set menus. The package also includes WiFi, evening turndown amenities and chocolates curated by chefs and a guaranteed early check-in and late check-out. If available, there is a complimentary upgrade to the next category. Q. What is your overall strategy to revive your business? What are the segments and markets you are expecting business from? During the lockdown, our revenues were primarily from food delivery segment. However, now once all the hotels have reopened, we are looking at traditional revenue drivers like occupancy, social functions etc. Our long-term strategy is that we are planning to enter into management contracts and also promote standalone outlets of our brands Mithai by Roseate and Roasted By Roseate. Q. What is your expectation from the government for the Country’s travel & hospitality sector during this difficult time? We expect more support from the government. The government should help the industry by providing incentive packages. More campaigns in the line of Prime Minister’s ‘Dekho Apna Desh’ might help in reviving the sector.

37 Entrepreneurship

7 Innovative Travel Startups to Watch Travel, tourism and hospitality are still in a tough spot as they reel in the aftermath of a devastating year. Travel companies are trying their best to restart operations even as countries open or close borders or restrict movement. In the midst of the uncertainty that many businesses face, we have compiled a list of 7 travel startups that we think will not only survive but also thrive in the future.

Words by Ramsha Akhtar

1.Jayride: A large part of travelling is, well... travelling! In an effort to make travel more cost-effective and easy on the wallet, Jayride compares prices from thousands of airport shuttles, private transfer companies, shuttle buses, car services, local transport companies, etc. for a seamless end-to-end trip. What began with operations in just five countries in the first 18 months, Jayride now extends its services in more than 81 countries with more than 3300 transport companies to choose from. This automatically eliminates the process of having to manually book transfers, follow up or make any modifications in the itinerary. 2.TraWork: As the name suggests, TraWork bridges the gap between those who wish to travel without their professional commitments taking a backseat. This best of both worlds set up allows access to co-working spaces, networking opportunities and more for those who wish to travel and check items off of their bucket list while they work. Once you have signed up on TraWork, the members receive the collaboration and industry-based itinerary, making them a part of a bigger professional community from around the world. The Pune based startup was founded by Vandita Purohit and also provides customized trips for family, friends and office colleagues as a part of the workcation. 3.Hopper: Financial benefits and customer satisfaction directly and positively affect the effectiveness of a startup. Keeping this in mind, the mobile-only travel app, Hopper analyses trillions of data points by monitoring prices daily and predicts the ideal time to purchase or book a trip. This prediction includes price changes for up to

a year to help you get the most of your money. The Canada based app was founded by former Expedia engineers Frederick Lalonde and Joost Ouwerkerk. It uses AI-driven algorithm processes to arrive at its results. The startup is valued at $780 million and is backed by giants such as Citi Ventures, Brightspark, OMERS Ventures and Accomplice. As of now, Hopper has crossed the 53 million-install mark, to become one of the fastest-growing travel booking startups and has saved up to 3.3 billion dollars for its users. 4.Girls LOVE Travel: Founded in 2015, Girls LOVE Travel is a travelling community for those who identify as a woman, female, femme, trans, non-binary, gender fluid, genderqueer, agender, or queer. With over 1 million active travellers, these womxn, as the community spells it, provide resources and empowerment to one another as they explore the world effortlessly and fearlessly. In their effort to inspire more womxn around the world, the community seamlessly blurs the line between offline and online relationships. An inspiring and empowering community, GLT is now recognized as the largest and the most engaging community for womxn travellers on Facebook. 5.Air Doctor: Air Doctor is a digital platform that allows you to schedule inperson doctor appointments in 39+ countries using their app (iOS and Android). It enables users to receive service from a private, pre-screened practitioner in their native language. Considering, in the new normal, access to doctors has become more important than ever before, as travel picks up 2021 is sure to be a growth year for the Israel based company.

6.TRVL Porter: For a lot of people, the most stressful part of any trip is not the planning or booking, but it is in fact the packing! Packing (and inevitably, unpacking) luggage, and carrying it through airport terminals and train cars is a huge hassle from beginning to end. Having to worry about packing the right outfits and dealing with the dreaded wrinkly shirts just adds to the hassle. But, the whole process is now much easier, all thanks to one travel service - Trvl Porter. Porter delivers well-put together outfits, courtesy of their stylists, straight to your destination. Travellers can either rent their looks at reasonable prices or just purchase them. At last it’s easy to enjoy a trip without having to worry about excess luggage, lost items, or packing. 7.MeTripping: Ever wished you could pack your bags and set off to travel without having to worry about budgeting, booking, accommodation, planning, itinerary, etc.? Hoped for a reasonable agent who intuitively understood your requirements, interests, personality and budget? Basically, wanted an experienced traveller with your tastes to plan out your holiday. Enter…. MeTripping. With access to an arsenal of over 100,000 hotels compared across over 50 sites, lowest flight prices compared across 1200 websites, a detailed directory on each destination, MeTripping is an Intelligent Travel Search that uses hundreds of millions of data points and complex algorithms to give you the best package tailor-made especially for you.

www.tnhglobal.com

RNI NO: DELENG/2010/33723 | DATE OF PUBLISHING: 4th OF THE MONTH