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Volume V • Issue VII • Pages 60 • `90
July 2017
Master of all
Decoding the quintessential General Manager
Odisha
Spellbinding Serenity
Thailand
5 places off the tourist map
JOIN US FOR LEARN SOUTH AFRICA MODULE 7
The Learn South Africa training programme is back to equip travel agents with the best tools and tips to sell South Africa in the Indian market. In its 7th edition, we promise that Learn SA will have new, exciting and useful sessions that will ensure a profitable South Africa business and earn you repeat customers. Also on offer for the FIRST TIME EVER, attending travel agents displaying high interest levels and strong potential, stand the chance of being invited to participate in marketing activities supported by South African Tourism. Registration is free and you are encouraged to sign up multiple participants from your company. The programme will take place as follows:
DATE
TRAVEL
SESSION
Thursday-06-Jul-2017
Mumbai
10:00 - 16:30
Friday-07-Jul-2017
south africa Rajkot
09:30 - 13:30
Baroda
10:00 - 16:30
Ahmedabad
10:00 - 16:30
Jaipur
10:00 - 16:30
Wednesday-12-Jul-2017
Delhi
10:00 - 16:30
Thursday-13-Jul-2017
Chandigarh
10:00 - 16:30
Friday-14-Jul-2017
Delhi
10:00 - 16:30
Monday-17-Jul-2017
Lucknow
09:30 - 13:30
Tuesday-18-Jul-2017
Kolkata
10:00 - 16:30
Wednesday-19-Jul-2017
Hyderabad
09:30 - 13:30
Thursday-20-Jul-2017
Chennai
10:00 - 16:30
Friday-21-Jul-2017
Bangalore
10:00 - 16:30
Saturday-22-Jul-2017
Coimbatore
10:00 - 16:30
Monday-24-Jul-2017
Mumbai
10:00 - 16:30
Tuesday-25-Jul-2017
Indore
09:30 - 13:30
Wednesday-26-Jul-2017
Nagpur
10:00 - 16:30
Thursday-27-Jul-2017
Pune
10:00 - 16:30
Saturday-29-Jul-2017
Goa
09:30 - 13:30
Saturday-08-Jul-2017 Monday-10-Jul-2017 Tuesday-11-Jul-2017
RSVP: Mr. Trushant Phone: 022 4083 6790 Email: learnsouthafrica@southafrica.net
Editor-in-Chief Varun Malhotra varun@versatilemedia.in Director Pranav Khullar pranav@versatilemedia.in Managing Editor Gurpreet K Sekhon Associate Editor Ritika Kumar Asst. Editor Gagneet Kaur Director- PR Sanjiv Chopra Business Head - Projects Neha Johri Sr. Marketing Manager Nidhi Hinduja Marketing Manager Rukhsar Ansari Consultant Anindya Malhotra Jitin Mann Art Director Rakesh Kumar Accounts Chandan Kumar Jha Swati Jauhari Admin Head R Prem Lata R Kani Mozhi Executive-Circulation Hari Puri Sameer Singh
Editorial & Marketing Office: Versatile Media: 207, Satya Mansion, Commercial Complex, Ranjeet Nagar, New Delhi-110008 Contact: 011 - 45530380/83 • varun@versatilemedia.in All information in TravelScapes is derived from sources we consider reliable. It is passed on to our readers without any responsibility on our part. Opinions/views expressed by third parties in abstract or interviews are not necessarily shared by us. Material appearing in the magazine cannot be reproduced in whole or in part(s) without prior permission. The publisher reserves the right to refuse, withdraw or otherwise deal with all advertisements without explanation. All advertisements must comply with the Indian Advertisement Code. The publisher will not be liable for any loss caused by any delay in publication, error or failure of advertisement to appear. Owned and published by: Varun Malhotra, Editor & Publisher, EB-63, Maya Enclave, Hari Nagar, New Delhi - 110064 and printed on his behalf at Royal Press, B-82, Okhla Industrial Area Phase-I, New Delhi - 110020
E DITOR’S N OT E Dear Readers, This issue is our tribute to the men and women who lead hotels from the front. The General Managers who make all the difference in the guest experience and can make or break the reputation of a hotel. The GM special is our way of thanking those who work tirelessly so that we have a better experience, whether we are travelling for work or leisure. In a candid conversation with TravelScapes, the newly appointed Secretary Tourism, Ministry of Tourism, Government of India, Rashmi Verma shares the strengths and challenges of the sector. She also outlays the strategy that shall make India a tourism super-power. Read the “In Conversation” section to understand more about the India Tourism from her perspective. Continuing with the theme of hospitality, we speak with Raja Rana, Chief Executive Officer, Carlson Rezidor Hotel Group. He lets us into the secret of the Group’s success and the strategy that make it the leading International chain in India. Odisha too is waking up to its tourism potential; we outline a brief of the recently concluded Odisha Tourism Conclave that was held at Bhubaneshwar. Focusing on the theme “Tourism to be the driving force of economy”, the conclave showcased the lucrative tourism policy that the state has put forward. The hon’ble Chief Minister of Odisha, Naveen Patnaik also emphasised on the potential of the state. While the Principal Secretary, Odisha Tourism, Arti Ahuja, highlighted the various aspects of Odisha Tourism and talked about the declaration of the Bhubaneswar airport as an international airport, Dr Nitin B Jawale,
Director, Odisha Tourism on the other hand said that Odisha will break into the big league of tourism in the coming years. Drenching souls and delighting those who have the spirit and the sensibility to admire these treasures of civilisation, Odisha is a rich land. Our domestic destination feature “Exotic India”, showcases what the conclave promises and gives a glimpse into the diverse offerings of Odisha, the scenic, serene, sublime soul of India. Exotic and tropical, friendly and cultured, Thailand radiates a golden hue from its tropical beaches and gleaming temples through to the ever-comforting Thai smile. While tourists abound Phuket and Bangkok, Ku Sumai and Krabi holding their peace are relatively unexplored gems. TravelScapes lists five places to visit in Thailand before the masses take over. We value your feedback and suggestions so please do write us on varun@versatilemedia.in.
Varun Malhotra Editor-in-Chief varun@versatilemedia.in
Content JUly 2017
Volume V | Issue VII
Cover Story pg-16
Master of all No one said it was going to be easy and it certainly is not! Meet the men and women who are revenue managers, operations heads and the PR faces of hotels, all rolled into one. Those who are at helm of the happiness of their teams and in-turn the guests. Individuals who by the sheer force of their personalities influence smiles and the TripAdvisor ratings. Meet the General Managers!
REGULAR UPDATES
8...........................................................................................................................................MoT 12...................................................................................................................................... Trade 34........................................................................................................................... Hospitality 44............................................................................................................................. Outbound 52.................................................................................................................................Aviation 54.......................................................................................................... Events & Galleries 58.................................................................................................................... Appointments
in conversation 10 Rashmi Verma, Secretary, Ministry of Tourism, Government of India Incredible times ahead! Focussed strategy to set up India tourism for an incredible journey
UPDATE TRADE 12 Pooja Shetty, Brand Advisory Imagica Adlabs Imagica : a staycation to remember
exotic india 40 Odisha: SPELLBINDING SERENITY Odisha is a surprise, like a long forgotten book in the corner book of a library, that page by page takes you on a journey through centuries; carved in the ancient Shiva temples an estimated 80,000 in the state and some of the most renowned Vishnu shrines.
expert speak HOSPITALITY 14 Raj Rana, CEO South Asia, Carlson Rezidor, Hotel Group Slowly, Steadily, Strategically Carlson Rezidor Hotel Group owes growth to a well-planned, multi-pronged strategy
SPECIAL FOCUS STATE 38 JK Mohanty, President HRAO and CMD Swosti Group OdishaTourism invites partners, offers lucrative incentives
around the world 48 Thailand: 5 places off the tourist map As jade green waters lap against sandy white beaches, the fame of the famed Thailand attracts more and more tourists. While tourists abound Phuket and Bangkok, Ku Sumai and Krabi holding their peace are relatively unexplored gems. TravelScapes lists five places to visit in Thailand before the masses take over.
UPDATE MoT
19.5 per cent growth in FTAs in May 2017 over May 2016 Growth of 55.3 per cent registered in Foreign Tourist arrivals on E-Tourist visa in May 2017 News Desk
The Foreign Tourist Arrivals grew by 19.5 per cent in the month of May 2017 in comparison to the figures in May 2016. Ministry of Tourism compiles monthly estimates of Foreign Tourist Arrivals (FTAs) & FTAs on e- Tourist Visa on the basis of Nationality-wise, Port-wise data received from Bureau of Immigration (BOI). The number of FTAs in May, 2017 was 6.30 lakh as compared to FTAs of 5.27 lakh in May, 2016 and 5.09 lakh in May, 2015. The growth rate in FTAs in May, 2017 over May, 2016 is 19.5 per cent compared to 3.5 per cent in May, 2016 over May, 2015. FTAs during the period January- May 2017 were 42.15 lakh with a growth of
16.4 per cent, as compared to the FTAs of 36.22 lakh with a growth of 8.7 per cent in January- May 2016 over January- May 2015. The percentage share of
Foreign Tourist Arrivals (FTAs) in India during May 2017 among the top 15 source countries was highest from Bangladesh (29.73 per cent) followed by USA
(14.37 per cent), UK (6.76 per cent), Malaysia (3.64 per cent), China (2.91 per cent), Sri Lanka (2.68 per cent), Japan (2.38 per cent), Germany (2.34 per cent), Canada (2.33 per cent), Australia (2.26 per cent), Singapore (1.99 per cent), France (1.77 per cent), Afghanistan (1.76 per cent), Nepal (1.73 per cent) and Republic of Korea (1.52 per cent). During the month of May, 2017 total of 0.68 lakh tourist arrived on e-Tourist Visa as compared to 0.44 lakh during the month of May 2016 registering a growth of 55.3 per cent. During JanuaryMay 2017, a total of 6.50 lakh tourist arrived on e-Tourist Visa as compared to 4.35 lakh during January-May 2016, registering a growth of 49.4 per cent.
Kerala Tourism aims 50 per cent growth in tourist arrival by 2021 Digital platforms are the key to achieve the aim, says Tourism Minister News Desk
The Kerala government is looking at doubling domestic tourists and 50 per cent increase in foreign arrivals by 2021. Kadakampally Surendran, Tourism Minister, Government of Kerala said, “Digital platforms are the key to achieve the aim,” while inaugurating the second edition of International Conference on Tourism Technology (ICTT) in Kochi. ICTT is one of its kind conferences organised by Kerala Tourism and Association of Tourism Trade Organisation (ATTOI) which features eminent speakers from varied backgrounds for sharing insights on how to make use of technology to brand, market and sell tourism products and services. “Year after year, we see a constant growth in the number of tourists we host. Hence the industry needs to evolve in accordance with the changes in global market. Kerala Tourism has been exploring new media as a key platform and has witnessed the reach and response to it,” he added. Terming the ICTT as “the gateway to improve our social media presence”, he said it would eventually enhance the tourism sector.
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The inauguration ceremony saw in attendance Hibi Eden, MLA for Ernakulam, Dr Venu V, Principal Secretary, Department of Tourism, Government of Kerala and P Bala Kiran, Director, The Department of Tourism, Government of Kerala. Dr Venu V, IAS, Principal Secretary, Kerala Tourism launched the twitter campaign #Kerala #IndiaForBeginners on the sidelines of the event while Kiran launched the Facebook campaign during the inaugural ceremony. Dr Venu said, “Kerala Tourism has always been in the forefront as we were the first tourist destination to start a website. Later, we spread our presence to other social media platforms. We need to redesign and re-engineer to cater the demands of guests.”
HP tourism join hands with IAF to promote adventure sports in the state With an aim to promote adventure tourism in Himachal Pradesh, a team of 16 members of Indian Air Force (IAF) in collaboration with Himachal tourism department has organized a six day long multi-activity expedition in various parts of the state. Director of Atal Bihari Vajpayee Institute of Mountaineering and Allied Sports Captain Randhi Salhuria flagged off the expedition from Manali. The joint expedition started with sky diving in Shimla, followed by cycling from Shimla to Tattapni on June 12. The team then moved to Bir Billing for paragliding. The 16 IAF officers including two lady officers went for trekking expedition to Beas Kund on June 15.
Mot
UPDATE
ITDC-ICPB host exclusive road show It provided an excellent opportunity for stakeholders in networking and interacting with professional suppliers from the MICE industry News Desk
India Tourism Development Corporation (ITDC), the public sector undertaking under the aegis of Ministry of Tourism, Government of India – hosted a Road Show in collaboration with India Convention Promotion Bureau (ICPB) at The Ashok Hotel. The Road Show provided an excellent opportunity for stakeholders in networking and interacting with professional suppliers from the MICE industry, including conference organisers, destination management companies, travel agents, fabricators, etc. In turn, buyers met organisers as well as conference planners from the medical, education, corporate and other sectors. Participating companies included IRCTC, Thomas Cook (India), Cox & Kings, Tourism Corporation of Gujarat, RMB Events, MP Tourism, The Leela, Wizard Events, Stic Travels and The Taj Group, among many others. Distinguished guests included Piyush Tiwari, Officiating Chairman & MD & Director (Commercial & Marketing), ITDC; Chander Mansharamani, Vice Chairman, ICPB; Amaresh Tiwari, Honorary Secretary, ICPB; Vijay Dutt, General Manager, The Ashok; Rajiv Anand, General Manager, Corporate Marketing & Sales, ITDC and other esteemed dignitaries from ITDC and ICPB. “India is working at both macro and micro levels towards significantly increasing market share of the Global Conventions
business by 2025, from its current share of less than one per cent, as per ICCA statistics. Needless to say, ITDC properties will contribute their mite in augmenting the numbers. Only through collective efforts can we propel India into emerging as the most preferred MICE destination globally. Hotel the Ashok is best suited for MICE segment as it has its genesis in UNESCO conference in New Delhi in 50s and was designed keeping in mind big conferences. I thank ICPB for joining hands with ITDC in bringing exhibitors and service providers, buyers and sellers on a single platform. ITDC will continue being at the forefront in providing facilities to help build India into a top MICE destination,” Piyush Tiwari said.
IN CONVERSATION
Incredible
times ahead!
Focused strategy to set up India tourism for an incredible journey
Rashmi Verma
Rashmi Verma, Secretary, Ministry of Tourism, Government of India, seems to have started her journey on a realistic footing. With a firm strategy and targeted action plan, the dynamic bureaucrat who saw India through its first ‘incredible campaign’ when she was Additional Director General (ADG) tourism, seems all set to lead India tourism through yet another ‘incredible’ period. TravelScapes in a candid interaction with the pragmatic Secretary Tourism, finds out about the rewards and challenges of India Tourism and her strategy. GURPREET K SEKHON
In your opinion, how much of its tourism potential has India achieved? Looking at the variety of tourism and niche products that India has, we have only touched the tip of the iceberg. We have a mere one per cent of the Global traveller and even if we double that number, we shall go a long way. Our foreign tourist arrivals are growing steadily at a rate of almost 9.5 per cent. However, if we want to have a reputable standing in the global tourism market, we need to, at least, double that growth and India has that potential. What are the current challenges that India tourism is facing? What is needed to overcome them? Even though India has immense variety to offer when it comes to tourism, be it in terms of the variety of destinations or niche
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products such as adventure, tea, eco-or cruise tourism, among others- we are lacking in terms of infrastructure. We need to focus on major tourism destinations and create mega tourism clusters or hubs there, with all kinds of facilities. India is also short by around one-lakh hotel rooms including budget accommodation. We need to focus on infrastructure development in and around tourist destinations. Also, a proper strategy in terms of marketing initiatives is needed. We need to identify which are the existing markets that we need to continue to focus on, which emerging markets have potential and what are the kinds of products that we need to market there. We are also behind when it comes to providing basic amenities for tourists. Facilities such as wayside amenities, clean toilets and clean drinking water are lacking.
Even though connectivity has improved tremendously, over period, through initiatives such as ‘Open Sky Policy’ and ‘Regional Connectivity Scheme’; there are destinations in the North Eastern as well as the other regions, which still lack proper connectivity. As there is a lot of interest in these destinations, this lack of ease of accessibility needs to be addressed. Please elaborate on Tourism hubs, have you identified any destinations? We need to take some of the existing tourism hubs from being stand alone attractions and make them part of a larger scheme. We need to grow beyond this point where states are only focusing on showcasing their own products. Taking the instance of the Buddha Circuit, which spans three to four states including UP and Bihar, we need a
IN CONVERSATION strategy that enables us to offer an entire bouquet of offerings to the Buddhist tourist. From the Government of India point of view, we have to adopt a more holistic approach that transcends state boundaries. We are now looking at the holistic development of these destinations with better infrastructure, connectivity and marketing. What is the strength of India tourism? The biggest strength of India is the absolute variety of tourism products it has to offer. It has all kinds of offerings for all kinds of markets, the only thing that is needed is proper development, showcasing and marketing in the right markets. India is one of the biggest domestic markets both in terms of manufacturing and tourism. So our focus is both on looking at Foreign Tourist Arrivals to India as well as on promoting domestic tourism. So while we are looking at attracting more and more foreign tourists, we also need to cater to the domestic tourists who are now looking for new experiences and new destinations to go to. Outbound tourism from India is growing; we need to ensure that instead of going overseas, let’s say, for a beach; Indian tourists explore the exciting beaches within India. It has huge potential, with the growing GDP and growing spending capacity of the Indian consumer. What initiatives are you taking to promote it? In the year 2002-03, when I was ADG Tourism, the Incredible India campaign was launched and we managed to create awareness about India. For the first time people, around the world, got to hear about India and what it has to offer. Now a more intensified campaign is needed. The awareness already exists, we need commitment via a more in-depth campaign. We are in the process of finalising the Incredible India 2.0 campaign, which we shall be launching soon in existing and potential markets. As far as the marketing initiatives are concerned, we are in the process of drawing up a marketing plan and all our marketing initiatives shall be as per that plan. Whether it is the Incredible India 2.0 campaign, which we are in the process of finalising, road shows, FAM tours or any other initiatives, nothing shall be ad hoc; everything shall be according to the marketing strategy that we are going to adopt in terms of the foreign as well as domestic market. The process of rebranding our website is underway and we shall be launching a very vibrant and dynamic website in the near future. It shall not only provide information but also proactively convert visitors into tourists. The revised Tourism Policy is near finalisation and shall shortly be presented to the cabinet for approval. All the ticketed ASI monuments are being illuminated and prepared for night viewing. We are seeking the help of the industry, as well as state governments for things like
toilets, drinking water as well as cleanliness within and outside, these monuments; which shall go a long way in helping us improve our position. What is your opinion on the GST for tourism especially for the hospitality sector? As far as the tour operators and travel agents are concerned, they have got a fair deal; they have been put at the lowest slab at five per cent. It could not have been any lower and there are very few exemptions in GST and it is almost at par with what they were paying earlier. I agree that the tax of 28 per cent on hotels with a tariff of above `5000 is a little challenging, looking at the present instance
“We need to identify which are the existing markets that we need to continue to focus on, which emerging markets have potential and what are the kinds of products that we need to market there.�
of tax state wise, it is at an average of 20 to 21 per cent. Some are lower and only three states, Manipur, Meghalaya and Delhi are higher than 28 per cent. Another disturbing factor is the fact that GST is not talking about the five star or five star deluxe category, but every accommodation which is above `5000. So everything from houseboats of J&K, the tents in Leh, adventure tour operators offering tented accommodation, who are currently paying five per cent, shall be impacted. This shall hurt the sector as most of them are charging above `5000.
For hotel rooms also, the `5000 threshold is very low and is more of a four star rate rather than that for a five star deluxe. This shall impact tourism as it shall make it non-lucrative for prospective investors in the hotel sector as India is short of around a lakh rooms. Internationally, a tax rate of 28 per cent shall make our packages unattractive in comparison to our competitors such as Malaysia and Thailand; as we have a very high tax rate and they they have a tax rate of only around six to seven per cent. One major negative shall be the impact on MICE business, which is very lucrative for us as it is a mass movement and a lot of Convention Centres are coming up in the country. With this kind of a high hotel rate, it shall become very difficult for us to attract the international MICE business. I have already taken it up with the Ministry of Finance and I have written a letter to the Revenue Secretary and forwarded a comparative statement of the recent incidence of tax statewise with the proposed under GST. Tourism Minister has also forwarded the representation received from FAITH in this regard to Finance Minister. We are hopeful that given the importance of tourism sector in terms of employment generation, our request will be favourably considered by the GST Council.
Any advice/ message you want to convey to the travel trade community? I would only say that we together have to work towards promoting India as a tourist destination and work on improving the overall brand quality. There should be a lot of synergy between the industry and the government.
* Since the TravelScapes interview on June 14, 2017, there has been a revision in the GST rates and the highest tax rate of 28 per cent is assigned to tariffs of `7500 and above, as opposed to `5000 and above.
july 2017
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UPDATE Trade
Adlabs Imagica : A staycation to remember From specially designed rides to offering array of extraordinary experiences, Imagica has now established its benchmark of being the most preferred entertainment destination in India. Pooja Shetty, Brand Advisory Imagica shares the new launches, marketing initiatives and more. Gagneet kaur
Launched in 2013, Imagica is an international standard theme park which has today become India’s favourite entertainment holiday destination. The park includes a Theme Park, Water Park, Snow Park and Hotel Novotel Imagica (287 rooms), making it the country’s favourite staycation option. Sharing the experiences at Imagica, Pooja Shetty, Brand Advisory Imagica says, “Imagica has been specially designed and curated keeping Indian sensibilities in mind, with rides like ‘I for India’, ‘Rajasaurus’ and ‘Salimgarh’. The Theme Park includes multiple indoor rides and thematic shows which are based on our own IP. Whether you are a thrill seeker, story and music lover, family with kids or those who are only looking to relax as they enjoy a lovely ambience, Imagica has something for everyone and all age groups.” “Imagica offers its visitors a gamut of experiences and has been successful in establishing bench marks by creating rides of international standard and quality.
Rides like Nitro – India’s longest and fastest roller coaster with specially designed seven loops; Deep Space – the country’s first indoor dark coaster are some experiences to cherish. Other rides like ‘I for India’ and ‘Mr. India’ have special effects to target the Bollywood lovers. For families with young kids, we have a special experience called - ‘Tubbby’s Secret Party’, where parents can drop their kids and get a breather for themselves,” she adds. Other than this, people can also take scoops of delight at the Snow Park. With effects offering real snow, the park gives visitors an opportunity to enjoy this unique experience. “Imagica has over the years become a must visit to every traveller’s itinerary. The parks see visitors from all over the country, with Mumbai and Pune being the most important markets whereas we also see a large influx of visitors from Ahmedabad, Surat, Jaipur and Indore,” informs Shetty. Pooja has been proactively involved in the business overview
Pooja Shetty at Adlabs Entertainment Ltd. Asked on the marketing initiatives taken to promote Imagica, Shetty informs, “We run multiple offers and deals like ‘Happy Tuesdays’, ‘Wat – a –Wednesday’ and ‘Lazy Sundays’ to let visitors enjoy the parks at discounted prices. We also have all-inclusive packages like ‘Ghar Se Ghar Tak’ where visitors can enjoy pick up and drop from their house along with park tickets, food and stay packages with preferred hotel partners of all budgets to cater to every family’s need. Offers like ‘Back to College’, gives students a discount on presenting their College ID card. Also, we regularly collaborate with
TAAI signs agreement with South Africa Tourism South Africa Tourism (SAT) and Travel Agents Association of India (TAAI) once again have entered into an agreement to offer training to travel agents across India. SAT in its seventh edition will hold training programs in over 17 cities in India where TAAI members are situated, from 6th July 2017 to 29th July 2017. The schedule shall cover tier II and tier III cities of India starting from Mumbai, Rajkot, Baroda, Ahmedabad, Jaipur, Delhi, Chandigarh, Lucknow, Kolkata, Hyderabad, Chennai, Bangalore, Coimbatore, Indore, Nagpur, Pune and Goa. Mumbai and Delhi will host 2 sessions each. DMCs, Hoteliers, and other stakeholders of tourism from South Africa shall be a part of the B2B interactions and presentations made by SAT. An opportunity to equip the travel agents to use the best tools and tips to sell and promote South Africa as a tourism destination in the Indian Market.
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Detailed presentations on itineraries and attractions in South Africa shall be made during each session. “We shall be giving a ‘Certificate of Participation’ to each agent along with study materials” said Bettaiah Lokesh, Secretary General of TAAI. “The training shall be open to all travel agents and professionals across the country who are already selling SA or have a potential to promote the destination to tourist. This shall be offered FREE of cost to the entire trade, so as to promote the destination and also to ensure continuous education and updates on tourism products,” stated Jay Bhatia, National Treasurer-TAAI. This agreement was undertaken under the Preferred Partner Programme, wherein destinations are promoted by TAAI (the oldest and largest travel tourism Association in India), to educate its members and the trade at large.
travel companies, airlines, retail and aggregators to reach out to a much larger audience. Imagica has also become a popular choice for weddings and hosts events at the park for Holi, Diwali, Christmas and New Year.” Imagica has also been catering well to the corporate segment. The venue can accommodate from small to big groups, ranging from 100 to 600 people at a time. Under the concept of ‘IMAGICATION’, they organise in-park training programs incorporating various rides and location options. Shetty says that their target this year is to attract corporates from catchment cities of Mumbai, Pune and Gujarat, as well as non-catchment cities of Delhi, Bangalore, Hyderabad and Chennai. Shetty concludes, “After the launch of India’s largest Snow Park, Imagica is now all set to launch a Family Entertainment Centre (FEC) this year. Our endeavour is to make the Imagica experience more accessible to people of India to entertain every Indian across Bollywood, Mythology and Indian landscapes.”
Travkart , Planet Abled partner to offer accessible tours Travkart, an Online Travel Agent (OTA) from Holidays by Sahibji Pvt. Ltd., has collaborated with Planet Abled, an accessible travel solutions company, to offer curated holiday packages and specially designed itineraries for travellers with disabilities. The OTA will introduce an ‘Accessible Travel’ tab on its website which can be used by the travellers with disabilities to browse and book curated holiday packages. Together with Planet Abled, they will provide inclusive and accessible travel solutions and leisure excursions for people with disabilities modified to suit their special needs.
TM
RENDEZVOUS CHENNAI - AHMEDABAD - MUMBAI
“The world is our playground... explore it with us” From a small regional DMC based in Myanmar to a Global Destination Management company spread over 4 Continents this incredible journey wouldn’t have been possible without you! In the spirit of gratitude for your unwavering support, it will be our pleasure to invite you for a Rendezvous with our Global team. Meet & interact with the Destination Offices to brainstorm and keep to date with developments at Red Apple Travel.
Your presence will mean the world to us. Please mark your dates. CHENNAI 18th July 2017
AHMEDABAD 20th July 2017
11:00 am – 11:30 am 11:30 am – 01:00 pm 01:00 pm – 02:00 pm 02:15 pm – 03:00 pm 03:00 pm – 06:00 pm
MUMBAI 21st July 2017
: Event registration : Interactive & Business session, with one on one meeting with Global Destination Heads : Buffet lunch : Award ceremony : Business session continues with a memorable experience
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EXPERT SPEAK HOSPITALITY
Slowly Steadily Strategically Carlson Rezidor Hotel Group owes growth to a well-planned, multi-pronged strategy TravelScapes in an indepth discussion with the charismatic Raj Rana, CEO South Asia, Carlson Rezidor, Hotel Group, finds out the strategy that has led to the growth of the company in India, making it the largest foreign hospitality chain in the country and also why it is the first partnership choice for hotel owners.
Gurpreet K Sekhon
Please give me an overview of the Carlson Group and the philosophy that it operates under. Carlson Hotels is a world-wide company with over 1400 hotels globally, including those in the pipeline. According to the last count, we are present in 115 countries with over 230,000 rooms, which makes the group one of the larger global players in the hospitality space. It has been a private company and even after the acquisition by HNA, it remains so. This brings some strengths to the table as we have a flatter structure in terms of hierarchy, there are not too many levels. If we look at our India structure, we have an intimate relationship with our owners. We all work on mobile phones and there are no IVRs to negotiate in case there is a problem. They can reach us directly. We have an early entrant advantage in the India market. We entered India with a long-term vision and not with a view to test the markets. Our vision was that India is a promising market and our brands shall make a position for themselves. We have stuck to it. This has led us to being the number one International chain by the number of hotels. We are proud, yet not arrogant enough to think that competition is not coming. Competition is all around even more so than when we started and we are cognizant of the fact. How many hotels do you have in India? How important is the India market to the group?
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What is your growth plans and what brands are you focusing on? In India we currently have 85 operational hotels and a 140 under development or under construction. India and China have been two of the most important markets for the group, not only in the region but also globally. This is where we see the consumption is more. One of the apparent reasons is simply the population factor. Also, the markets are under developed, there is a lot of potential. India has 130,000 rooms while the requirement is much more, given the population, leading to a lot of pent up demand. There is also a change in social behaviour. Earlier people would go to a religious place for a vacation or stay with friends and relatives; all that has changed. People prefer staying in hotels for reasons such as privacy and comfort. This is driving demand. Corporate houses are also realising that the work force wants to stay in branded hotels. It is a part of their career experience. They want to stay in nice quality branded hotels, which are clean, secure and the set of expectations is clear; it adds to their productivity. All this has created the right environment for the growth of the Indian hotel industry. There are macro factors as well, such as improvement in economics of the country, eVisa on arrival and improving connectivity. I feel road trips are going to become more common, given the improved connectivity. However, there is a gap in terms of roadside facilities and hubs similar
to those in the western countries, though I believe they are in the planning. I believe in this planning and not just petrol pumps or convenience shops and rest rooms but also hotels and motels. Country Suites & Inns, which has over 450 properties in North America primarily, grew with this concept and we believe in India too it is the largest mid scale brand and shall grow as the infrastructure grows. So which is your strongest brand? Our mothership brand in India is Radisson. We have the Radisson Blu, which is the upper upscale brand, Radisson which is our core brand and Radisson Red which is a brand for the millennial population. While it offers the upscale experience in guest rooms, it does not have extensive F&B outlets which today’s customer does not really want. Today’s customer wants to go and experience the restaurants and pubs outside the hotel also. We have the Park Plaza, which is an easy conversion brand in the upscale segment and the Park Inn by Radisson, which is a lower cost to bill, in the mid-scale segment and a very colourful, bright, make a difference brand. So currently we have six brands in India (including Country Suites & Inns). What is your expansion strategy in a given location? Our strategy is to go after state capitals and preferably be the first ones to enter. It gives us an opportunity to build a hotel of quality.
EXPERT SPEAK HOSPITALITY This automatically becomes a barrier for new competition to come in. This allows for a stabilised ramp-up in a shorter period and that has helped us protect our position. We have done this repeatedly for example in Guwahati, which is the gateway to the North East, we opened a Radisson Blu and the hotel is doing extremely well. This has generated an interest from other hotels in the region. So we go to a state capital and form a hub and then we get into the spokes. We started with Bengaluru and got into Mysore, Coimbatore then Salem and are looking at Ooty and so on. So when we get into the hub, in a state capital, we expand our footprint within a three to four hours driving distance in the area. Hence when a guest is on a journey; he has an offering from within our brands to complete that itinerary. That is one of the core ways we look at expanding the brand.
else owns the hotel. In case someone wants to build a hotel, we help them in building the hotel through our expertise and guidance. We do not bring in the equity but help them manage the same. Secondly, 45 per cent of our hotels are purely on the franchise model, which means somebody else or the owner himself is managing the hotel because we feel there are enough owners today who have had years of experience. They have their second or third generations, who have studied in hotel management schools and and have the acumen to be able to self-manage hotels; especially mid-scale brands. So we are open to licensing and purely franchising those hotels as well. Another very important model is the conversion model. As Indian hospitality for international brands is now 10-15 years old
“Our strategy is to go after state capitals and preferably be the first ones to enter. It gives us an opportunity to build a hotel of quality and automatically becomes a barrier for new competition to come in.� Another strength that we have is that we have never lost a hotel whenever the contract has come up for renewal, in spite of the number of options available to the owners with a variety of brands having come in. To me that is the litmus test. If after 15 years, the owner wants to stay with you, that means you have delivered value in that equation and you have also earned value. Nothing is more important than that.It means that the relationship, in spite of the ups and downs that form a part of every relationship, has endured the test of time and that is the strength of the brands. They are also our brand ambassadors, they not only have multiple properties with us but also refer friends and associates to sign up with us. This is how we have grown, hotel by hotel – organically. What about strategic growth? We are also looking at strategic growth, whether it is by acquisition to accelerate the momentum or by joining hands with strategic partners. With Bestech, where the core competition is commercial and residential real estate, we joined hands three years ago to develop 49 Park Inns by Radisson and Radisson Red in North and Cenrtal India. We have started to build our flagship Radisson Red in Mohali and plan to start another Radisson Red in Gurugram and are equally focussed on them. While we are all for organic growth, we are essentially a management company and follow the management model, where someone
and most first agreements have a lifespan of 10-15 years; they come up for renewal and renewals present opportunities for conversion. This means you do not have to wait for a hotel to be built, these are hotels that had another flag and the owners wants to exit a brand and are looking to partner with another for any number of reasons and that creates conversion opportunities for the likes of us. Conversion is very quick to market, so we are very eagerly focussed on that part. This also happens when an owner chooses to opt out of an indigenous brand and opt for an international brand, due to the loyalty program, the global reach and high awareness and the value proposition of their loyalty program is much bigger. Also the global reach as well as global virtual reach ensures that owners sign with us. We also have a 24x7 toll-free call centre and nine regional sales offices, bringing in business. This kind of a structure and more than the structure and process; the relationship that we have with the people, has helped us understand that we offer a good value to the owners that join hands with us. Does the franchise model not lead to brand dilution? It is selective franchise. Firstly there is a very stringent audit to ensure that brand standards are followed and in case they are not; there are consequences. More importantly, before we even come to that, we are careful in choosing who we allow to franchise. They have to have relevant experience, the hotel has to
be the right size; the complexity has to be considerable as well. For mid-scale brands especially in secondary and tertiary cities with smaller inventories; we are finding out that it is an excellent model. We provide all the training support as well as technology and branding support; but we are comfortable with them managing our hotels. We are humble enough to realise that there are other people who can manage as well and would not want to miss out on that opportunity. We recognise that we can entrust them with our brand. How do you differentiate yourself from the brand clutter? What we try and think of is that we have two consumers, one is the end customer who sleeps in those beds and the hotel that provides those beds. Hence, whenever we think of differentiation, we think of differentiation on those two constituents. To focus on the differentiation to the guest is important as there is a value relationship to that differentiation. For an x price, there are a a host of amenities, which may vary with the price. With us, that differentiation is clearer. In India, as in other Asian countries, it is a challenge as all brands have some amenity creep which is not there in other parts of the world. Valets and bellmen are even the norm in mid-scale hotels while they should not be as is room service. However, customers today are becoming aware of the value relationship and brands are also able to pull back this amenity bleed from one hotel to another. A brand cannot do this in isolation and it is changing across brands. The second differentiation is with the owner and that is very important as to why an owner would choose to fly our flag rather than that of the competition. That needs to be very well answered and understood by the owner as it is a long term relationship. You are building a hotel according to brand standards and brand peculiarities, these are investments and not easily undoable. How to compare our brand to other brands and diffrentiation is important to understand within our brand also compare to the others. For example if you are building a Radisson, there is a lower cost that goes into it, than a Radission Blu. The rooms are slightly smaller, the carpet may be a different grade ans so on. So we educate the owners so that they do not over spend, it is a return on your equity or investment not on your ego. So to keep this ROI or ROE needs to be kept intact is very important. Once the job opens and operates, there will be a return expected and if we are that operator; we have committed to giving that return. So the differentiation to that stage is very important. These are the reasons we are different. Also we are here, we are not operating remotely and are well established with a very competent team here. It is a huge comfort for owners for whom not only are we accessible but have an extended personal relationship. july 2017
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COVER STORY
Master of all
Decoding the quintessential General Manager
No one said it was going to be easy and it certainly is not! Meet the men and women who are revenue managers, operations heads and the PR faces of hotels, all rolled into one. Those who are at helm of the happiness of their teams and in-turn the guests. Individuals who by the sheer force of their personalities influence smiles and the TripAdvisor ratings. Meet the General Managers! 16 travelscapesonline.com
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COVER STORY
The Leela Ambience Convention Hotel, Delhi
Exemplifying excellence Representing a perfect blend of class and comfort packed with absolute luxury and style, The Leela Ambience Convention Hotel, Delhi has everything to help you unwind despite your hectic schedule. Jaideep Anand, General Manager, The Leela Ambience Convention Hotel, Delhi, a veteran hotelier believes that delivering with excellence is the only way forward.
Jaideep Anand
Gagneet kaur
Promising you an uber luxury five-star experience only in India, The Leela properties across the country have always been offering its guests with memorable and magical stays. Keeping up with The Leela’s goal to provide exceptional service quality and authentic Indian hospitality, The Leela Ambience Convention Hotel, Delhi is one such property rendering much more than one’s imagination. Strategically located near the historic Old Delhi as well as the central business districts of Delhi, Ghaziabad and Noida, the hotel is a landmark for both business and leisure travellers. The multipurpose meeting and banqueting spaces stretched across 70,000 sq ft including a pillar-less ballroom have a capacity to host more than 6,000 guests. The 480-room property offers one of the largest conference and event spaces in India. Talking about the positioning of the hotel, Jaideep Anand says, “The Leela Ambience Convention Hotel, Delhi is India’s largest convention hotel. When we talk about it being the largest, it’s a combination of huge banqueting space of 70,000 sq ft with large ballroom spaces. If you look at the location of the hotel, we are just parallel to Jama Masjid. We are 40 minutes from Connaught Place, India Gate and the museums. Tourist attractions like Humayun Tomb, Akshardham Temple are very close by. We are about 2 hours 40 minutes from Taj Mahal specifically as we are very close to the expressway.” Anand informs that 65 per cent of their core business goes to the MICE segment. As the property is
big enough to host a national and international conference, Anand opines that the ballroom capacity along with the room capacity at the hotel particularly does not exist anywhere in Delhi NCR. “Whether it is for the corporate, exhibitions, social events, large seminars or training, The Leela caters majorly to the MICE segment. Our primary focus is on conventions. We extend our conferences to outdoors and have tie-ups with the Yamuna Sports Complex and colleges. The Leela also conducts bespoke tours to New Delhi, Old Delhi and walking tours followed by a Haveli dinner. We have tie-ups with hotels in Agra where we take our guests during the morning, organise their lunch and bring them back to dinner. In short, we offer a one-stop solution and that is what stands us apart from everyone,” informs Anand. “We offer a speedy and efficient check in and check outs. With our exceptional service, 24 people on the reception for your service, we guarantee 40 seconds check in and the check outs never take more than 20 seconds. We fine tune the entire process where we feel there can be a delay,” he adds. Another important segment, according to Anand, is the leisure segment where The Leela has been offering an experience par excellence. Having worked with brands like Ananda and The Oberoi, uber luxury has been Anand’s workspace throughout. “Coming back from long stays or a weekend approaching, the spa becomes necessary. Here at The Leela, we have an amazing spa team who help you rejuvenate
your senses and the treatment you get is top class. The food served at our banquets is another plus and I assure you that it is the best in the country,” says Anand. Formerly known as Kempinski, The Leela Ambience Convention Hotel now stands as the preferred choice for corporates, domestic or international. According to Anand, “If we take a look at a Tripadvisor report of December 2015, the hotel was on 297th ranking. Right now, it stands on the 15th which is a big achievement for the hotel.” Anand goes on to say, “We are probably one of the most improved hotels in the luxury sector.” Since its launch in 2015, the hotel has worked really hard towards preserving the brand identity and maintaining service quality. Elaborating further on the special initiatives taken by the hotel to keep up the brand quality, Anand informs, “A guest in my view is the one who decides the SOPs for a hotel. Keeping that in mind, we look at our client base, customise our menus and offer different food delicacies to our guests. We host theme breakfast, afternoon teas and gala dinners.” “From corporates’ perspective, we are investing a lot in terms of infrastructure. We have bought a brand new fleet of cars for them. As we have realised that conferencing today is an art and the technology plays a big part, therefore our ballroom is made tech-savvy in a way that each person can take the advantage of high-speed internet. We have also increased the internet bandwidth to three Mbps in each room,” adds Anand.
The most important thing according to Anand is the level of unparalleled service, personalisation and excellence that the hotel offers. Anand, who is an experienced hotelier with over three decades with leading hotel groups, brings with him a reputation for excellence in hotel operations, food and beverage, and wellness. He believes that excellence is the only key to making a hotel property work smartly and efficiently. “I was born and brought up in excellence, believe in imparting excellence and expect the same out of my team. And that is the reason, we lead from the front and work very hard to get the results. We are involved in almost everything from operations to sales. We have brought excellence to each and every product at The Leela from menu design to plating, from concierge services to warm and happy welcomes,” shares Anand. He adds “One of the most important things that we have ensured is that we have to deliver the guest well and there is no compromise on that front. We have employed right people in the right department; we plan a lot to maintain the efficiency. Excellence is what I demand from my team.” As Anand’s mantra for success is the non-negotiable quest for excellence, he aims to make the Leela Ambience Convention Hotel, Delhi as a number one convention destination of choice. Under his leadership, the hotel has also won several awards for the luxury segment. He believes in serving from heart and leading by example.
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COVER STORY
Novotel Lucknow
LOCAL CONNECT WITH A STYLISH TOUCH Marking the foray of AccorHotels in Lucknow, it is the very first Novotel to open in Uttar Pradesh. Strategically located in the heart of Lucknow’s emerging business district and corporate hub.The hotel offers a contemporary ‘home away from home’ experience to guests under the able guidance of Raj Singh, General Manager, Novotel Lucknow Gomti Nagar. Gurpreet K Sekhon
Led by spacious and contemporary guest rooms as well as excellent F&B outlets and the Novotel tag that comes with excellent service-standards; Novotel Lucknow’s contemporary layout helps it stand out from the other properties in the city. The hotel however believes in a strong local connect insists the GM. “The ‘Chikankari’ inspired ‘Jaali Work’ in the hotel lobby helps connect with the city’s culture. Most of the hotel’s staff is from the city itself and is always eager to guide
guests. Guests can also discover the hotel as well as the local spots through the Virtual Concierge in the lobby,” shares Singh. When asked about the customer mix, Singh says that the hotel purposefully caters to both the business and leisure segments, which is also aided by its strategic location and proximity to both commercial precincts as well as retail and tourist spots. “Traditionally seen as a cultural hub, Lucknow’s radial expansion has given way to new growth corridors turning it into an
Raj Singh important commercial hub. Given the same, the customer mix of the hotel includes both business travellers and families. With plentiful dedicated facilities and services for the two segments, the hotel is the preferred stay destination for every traveller – whether in Lucknow for work or leisure,” he elaborates. Sharing the hotel’s marketing strategy Singh says, “We have employed a mix of both direct and indirect marketing methods that include promotion on social media, customer testimonials, and use of print media. We also participate in cross promotion activities like being a part of events involving
Marriott Hotels Bengaluru power of good service Only a truly confident professional recognises the contribution of his team and acknowledges it. A gogetter, Gaurav Singh, Multi-property General Manager, Courtyard by Marriott and Fairfield by Marriott, Outer Ring Road, Bengaluru and Fairfield by Marriott, Rajaji Nagar, Bengaluru, is one such person. Gurpreet K Sekhon
When asked about what sets apart the three Marriott hotels in Bengaluru, Singh says, “The accolades the hotel receives is all due to the each of the team members putting their best foot forward. That both the IT hub hotels are ranked in the top five (out of 650) on Trip Advisor is solely due to the team’s efforts.” Talking about the diversity of the team Singh further shares, “We have a diverse team from across the country as well as
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a large section from the local community. We also have the best female ratio in South Asia for any Marriott hotel, which brings about an extra element of care and warmth at the workplace.” Out and out business hotels, the Marriott properties in Bengaluru, rely almost entirely on the business traveller and corporate houses in vicinity for individual, groups and MICE business. The forward thinking hotels, do not bank on traditional marketing but rely on real time
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Gaurav Singh engagement. “We are engaging with our customer in real time almost all the time. So whether its review sites, blogs, Facebook or Instagram, the expectation is that we should be interacting with those who engage with us and do that in an organic way in real time.” He also believes in the persuasion power of an experience, “Experiences such as an evening which potential guests may enjoy such as a curated event like supper theatre or taking a food truck to the office of one of our partners are some of the unique ways in which we continue to reach out,” adds Singh.
Bollywood celebrities. That said, considering word of mouth is the strongest tool ever, we ensure unparalleled guest experience and delight.” Customer connect is of primary importance feels Singh. “It is important to connect with customers on an individual level and make them feel welcome in the hotel to ensure repeat business. At the hotel, we have give-aways for guests staying for longer durations and for our regular guests. We have return gifts for ladies kitty parties and also host Sunday brunches for guests along with a splash in the pool to make things more interesting.” A flexible approach to accommodate customers, the hotel also has little things that add to customer delight. “At Novotel Lucknow, Gomti Nagar, we provide Express Check-In for all our prebooked guests. For the families travelling with two kids below the age of 16, we offer complimentary accommodation and breakfast on complimentary basis. Also, all the Platinum members of Le Club AccorHotels can avail late checkout facility till 1800 hrs,” says Singh talking about what the hotel does differently.
Singh believes in innovative offerings aimed both at guests such as new F&B experiences as well as associates — an example of the latter being the newly launched associate recognition program in the hotel. On being asked what were the SOPs that set the operations under him apart, Singh shares, “I truly believe that ensuring the wellbeing of our associates, guests, asset and stakeholders will always produce results. It has to be a perfect balance of all four and not skewed towards any one. So it has to be constantly maintained, picking the right option at the right time. Having fun along the way is equally important.” Talking of the brand philosophy Singh concludes, “Marriott has always had a strong culture and is an organisation with well defined standards. Ensuring these are implemented in our daily chores makes things simple yet effective. The fun we have, living these values, make our job so much easier.”
COVER STORY
Novotel Mumbai Juhu Beach
Where business and leisure go hand-in-hand
Majestically lording over the gorgeous Arabian Sea, Novotel Mumbai Juhu Beach makes for a picturesque setting for weddings, shoots and business meetings. Manish Dayya, General Manager, Novotel Mumbai Juhu Beach ensures the consistent growth for the property and believes that success comes to those who chase their dreams ardently.
“At Novotel Mumbai Juhu Beach, we value relationships and relentlessly work towards helping employees to become self-acting managers.”
Gagneet kaur
Located amidst major business parks, shopping malls, cinemas and Mumbai’s popular sites like ISKCON temple, Novotel Mumbai Juhu Beach is set right opposite the Arabian Sea. From well-equipped meeting rooms designed to stimulate creative thinking process to set up options ranging from theatre style events to sit down dinners, or lovely sundowner evening events — the hotel offers a one stop solution for both business and leisure travellers. Talking about what makes Novotel Mumbai Juhu Beach different from others in the market, Manish Dayya says,
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Manish Dayya
“Overlooking some of the finest vistas and scenic waters of the Arabian Sea, Novotel Mumbai Juhu Beach makes for a picture perfect setting for shoots and events. Synonymous to our picturesque location, our hotel makes for an ideal destination for weddings and for people who are seeking to unwind and rejuvenate. Being situated in the prime location of the city, the hotel also attracts a lot of celebrities. A business hotel on a Monday and a resort on a Friday, Novotel Mumbai Juhu Beach provides a quintessential blend of business and leisure.” Dayya has been associated with
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AccorHotels since the beginning of 2013 and firmly believes that guest satisfaction is a key to success. He ardently believes that success comes to those who are dedicated to their passion as according to him, passion coupled with sincerity and hard work helps one climb the ladder of success. Sharing further about his journey with the hotel and his role in improving the efficiency of the property, Dayya informs, “I joined Novotel Mumbai Juhu Beach in September 2016 and it has been a great journey so far. As the General Manager of the hotel, I lead the hotel operations with my team to ensure its growth and expansion through innovative strategies. I also look into the hotel’s business development to adhere to the international standard service procedures of AccorHotels and ensure that our guests experience the best of hospitality during their time with us.” Not only does Dayya takes the utmost care of his guests but is also equally involved
in enhancement of his team/ employees through special training and team building sessions. “AccorHotels Académie runs various programs where employees can enroll and do classroom and online sessions. Special training programmes are conducted for our employees in order to keep them enthused to continue the good work; some of these include reward and recognition programs, birthday celebrations, employee wellness programs, financial planning and much more,” informs Dayya. “At Novotel Mumbai Juhu Beach, we value relationships and relentlessly work towards helping employees to become self-acting managers. We keep our team motivated by frequently integrating exciting team building sessions, sports like beach volleyball and in-house movies for our staff,” he adds. The hotel is currently working towards various developments which include refurbishing rooms, key F&B outlets and upgrading the spa and banqueting areas.
COVER STORY
Park Hyatt Hyderabad
Redefining luxury for guests Centrally located in the city’s business hub, Park Hyatt Hyderabad is an ideal address for a home away from home. Thomas Abraham, General Manager, Park Hyatt Hyderabad talks about how he and his team ensure to deliver the exceptional brand quality to their guests. Gagneet kaur
With an impressive architecture, iconic interiors, a grand entrance and carefully curated masterpieces of art, Park Hyatt Hyderabad makes for one of the most sought after properties in town. According to Thomas Abraham, General Manager of the property, an extraordinary and intimate experience is what one finds at Park Hyatt Hyderabad and being different is the hotel’s USP. “We at Park Hyatt Hyderabad through our superlative product, excellent food and beverage and impeccable service, tell a story of success in the world of luxury. Our guests encounter exceptional personal service, grounded in mindfulness. Peerless quality with contemporary luxury and artistry at its best – from original works of art to the finest in culinary expression is what Park Hyatt is all about,” explains Abraham. Abraham shares, since he joined the hotel in December 2015; the journey has been an exciting one. “My role as the General Manager is more of a navigator than the captain of the ship. I only plan the journey and my family at Hyatt which are my team members, do the rest. With such a fantastic top of the line team that I have here, along with my leadership team, strategies are planned in advance to handle all initiatives pertaining to retaining talent, reducing unnecessary costs, maximising revenues, personalising service and ensuring we deliver the brand to our guests with luxury that is impeccable and personal,” he opines. As Abraham gives the utmost importance to his team and values their efforts, he says that Hyatt’s
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Crowne Plaza Jaipur
Where guest is the king and luxury is priority Awarded with 14 prestigious accolades for being the ‘Best Luxury Business Hotel’, Crowne Plaza Jaipur offers unmatched experiences to its guests. Identifying his guests’ needs and making them work in the right direction, Ashwani K Goela, General Manager, Crowne Plaza Jaipur believes that there is nothing that cannot be achieved. Gagneet kaur
Thomas Abraham purpose of “we care for people so that they can be their best” is the most important guiding principle for him. Asked how he encourages his team, Abraham informs, “We ensure to give opportunities to all to drive their own workplaces instead of micro management. Some of the initiatives that we take include retaining skilled talent, encouraging smart work and strictly discouraging long working hours. We also believe in empowering women by creating opportunities in the leadership team at our property. At the end of the day, every employee would call himself a part of the Hyatt family and not Hyatt company and that’s what speaks volumes about how we motivate everyone.” Abraham seems very confident about the growth of the hotel in coming years and is certain of growing business in the market. He concludes, “With constant innovative initiatives; be it in the service or the product itself we manage to keep our guests engaged and entertained.” “Our four strategic prioritiescultivate the best people, build and deliver brand-led experiences, operate with excellence and grow with intent, will focus on our efforts to become the most preferred hospitality brand – loved and respected by all.”
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Ideally located opposite Jaipur Exhibition and Convention Centre (JECC) in the business hub of Sitapura and ten minutes drive from the airport, Crowne Plaza Jaipur Tonk Road is committed to make your stay a lifetime experience. Talking about the property, Ashwani K Goela says, “Crowne Plaza Jaipur Tonk Road is a 18 months young hotel that offers 218 well-appointed rooms and suites with five eclectic dining options including two award winning restaurants – Sirocco, the global cuisine alfresco restaurant and House of Han, a contemporary Chinese and Mongolian grilled delicacies created by our expatriate chef Lee.” According to Goela, what adds to uniqueness of the hotel is that it is the only hotel façade in India, to not have any punch windows. “It has a single day lit corridor that ensures lower carbon foot prints and gives the guest the benefit of having a naturally lit corridor. Also, the hotel boasts of a modern architecture, fused with subtle local touches, International service quality and standards which makes us stand apart in the market,” he informs. Being well positioned as a MICE and wedding destination, the hotel has received fourteen prestigious awards including “Best Luxury Business Hotel” by World Luxury Hotel Awards in 2017. Spread across 44,500 sqft., the expansive and pillar less banquet venues at the hotel have a capacity to accommodate up to 2500 guests.
Ashwani K Goela The hotel also has the Sohum Spa to pamper your senses and a well-equipped fitness centre to maintain your healthy self. Goela is a staunch believer of keep-going attitude as he believes there is nothing that does not have a solution, he analyses every situation to achieve the impossible. “We identify through predicting, doing the analysis of marketing activities to see what worked and what did not work for us. Guest reviews/feedbacks, reviews from the competition give us an opportunity to offer something better to the guests,” he opines. “At Crowne Plaza Jaipur, we do regular marketing campaigns and promotional activities based on guest’s expectations and requirements. We have our yearly marketing plans which we follow, execute and update regularly. We use combination of marketing mix methods to target our customers. The right promotional mix helps us satisfy our guests needs, increase sales, improve our results and increase our ability to reach out to multiple customers within our target market,” opines Goela.
COVER STORY
The Grand New Delhi
Cogs of a Grand wheel! Leadership makes all the difference in a hotel. Rajat Sethi, General Manager, The Grand New Delhi, adds a special spark in the lives of the employees and guests. The effect is there for all to see. GURPREET K SEKHON
Structures remain the same, a lot of the times so do the people. That said, there are slight differences that tell one that there has been some shift that reflects in the attitudes, of people and the spaces they command. The Grand New Delhi is not much different.The popular and easy going resort hotel suddenly seems to have a buzz around it, an energy and quiet efficency that makes one smile. In comes Rajat Sethi, General Manager of the hotel. Slickly turned out, polite and friendly, the man exudes efficiency and all at once, everything makes sense. It is the new leadership that is turning the cogs a little differently, making a huge incremental difference.
amount of daylight coming in and the sheer expanse give it a ‘out of the city‘ feel. Having said that, it is one of the most centrally located hotels with close proximity to the airport, corporates —both in Delhi and Gurgaon, embassies and luxury malls. This combined with the facilities we have, such as extraordinary F&B outlets and a 17000 sq ft spa make The Grand New Delhi unique in many ways” Showcasing enhanced experiences on offer, Sethi shares, “We have started a lot of activities for our guests such as aqua yoga and aqua zumba, which come complimentary for in-house guests as well as are a great draw for the neighbourhood. These are also a means of creating a buzz
Talking about what sets apart the hotel that he joined six months ago, Sethi says, “The Grand New Delhi has a lot of USPs that make it a unique resort within the city. The same is reflected in the sheer scale of the hotel, which is spread over 10 acres. The height, the large
in the neighbourhood. We also relaunched the G Bar in the great fanfare.” The Grand New Delhi has held its own as a hotel that caters to various market segment and has been a first choice for both corporate and social MICE. When asked about the customer
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Rajat Sethi
segmentation and the competition from the Aerocity hotels, Sethi recounts, “While the Aerocity is coming up as competition for MICE, we have some advantages. Our location and the fact that there are no bottlenecks or traffic jams is a massive advantage we have for the segment. The travel trade business is seasonal with different countries and different parts of the world patronising us during different parts of the year. We get our share of corporate and a lot of embassy business, given the location advantage. The hotel is also a first choice for social MICE —mainly weddings.” Self assured yet humble, Sethi believes in letting his work speak for himself. When asked about the difference or learnings that he had brought to the hotel. Sethi acknowledges the positives of the property of as well as the existing team and practices. “This is a well established hotel and we have a very experienced ex-comm team here. When someone comes in from outside, it is inevitable that he brings in a newer perspective. Since this a much bigger operations, than where I had worked earlier; there are a lot of things happening simultaneously. This, at times,may lead to a shift in focus. Smaller operations are more focused and that is what I have tried to replicate here.” He further adds, “All smaller parts need to work towards
a larger, common goal and this is precisely what we are trying to achieve. With every department functioning a little more efficiently, it adds to the overall efficiency of the hotel. I have done this through a few small tweaks such as making the operations more process oriented. There is a more handson approach, better training and empowerment of front line managers for guest delight along with a continued focus on hardware enhancement and maintenance. ” Sethi strongly believes that the product is larger than, the elements that make it. “We are also integrating all our separate strengths and marketing them as one consolidated whole or package, which is quite a unique experience. While the hotel always had strong F& B, spa and numerous food festivals; there has been a renewed focus on bringing them all together and selling the entire package– in the process adding newer guest experiences,” shares Sethi. Summing up, Sethi says, hiring, career enhancement and retention of the right talent, a process-oriented approach with a keen eye for detail, product upkeep and constant innovations make for the success of a hotel. “You can make great strategies on paper, it is however the execution that matters,”opines Sethi.
COVER STORY
Le Royal Meridien Chennai
Eros Hotel, Nehru Place
Designed exclusively for a curious and creativeminded traveller, Le Royal Meridien Chennai has one of the best-rated locations in Chennai. Sumit Kant, General Manager, Le Royal Meridien Chennai feels it’s important to build a one to one relationship with the guests as personalisation is the way forward.
Delivering the authentic Indian Hospitality experience, Eros Hotel, Nehru Place is a convenient choice for both business and leisure guests. Davinder Juj, Hotel Manager, Eros Hotel, Nehru Place, New Delhi shares how he and his team cater to guests’ needs.
Personalisation the Indian hospitality way to go at its best
Gagneet kaur
Gagneet kaur
Set amidst landscaped gardens, Le Royal Meridien Chennai is a five star luxury hotel that promises to engage its guests in the most unexpected experiences. The fashionable hotel is strategically located in the close proximity to the airport, Guindy National Park and at a distance of 12 kms from Marina Beach. Stylishly appointed rooms offer global-standard amenities. The three restaurants offer a choice of cuisines for guests while a flashy nightclub promises evenings full of excitement. Talking about the property and its positioning, Sumit Kant says, “Le Royal Meridien Chennai is an upscale property and has been in existence for 17 years. The property is not only located closer to Airport (5 km) but is located close by to the business hub as well. This makes our property an ideal choice for the business travellers, tourists and transient passengers.” Kant informs that the hotel is basically a corporate hotel with a major focus on MICE and groups which include the medical tourists travelling to Chennai for their treatment. “We have one of the largest banqueting facilities in town, making it the most preferred hotel for MICE and weddings. We are sold out on almost all the auspicious dates for weddings. Chennai offers the best of medical facilities at an affordable price, of late we see many guests travelling for their medical needs and we have special packages designed for them,” opines Kant. Acquainted with the fact that factors like warm hospitality and a personalised guest experience
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Sumit Kant
“We have one of the largest banqueting facilities in town, making it the most preferred hotel for MICE and weddings” are the prime reasons why guests return, Kant believes that building a positive relationship with the guests is very important. “Our hotel is known for its personalised service and authentic food. Our endeavor is to connect with all our guests and we take many initiatives towards building one to one relationship and personalising the guests stay. We have many loyal and regular customers and even a 100th visit is common; this is possible only if the changing needs of the guests is identified and fulfilled,” feels Kant. Being in operations for around 17 years, the hotel has the SOPs designed for each touch areas and Kant makes sure that these SOPs are frequently-visited and tweaked with the changing demand and needs of the guests. They are designed in such a way that the experience offered to the guests at the hotel leaves a lasting memory with them.
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Offering contemporary design and soothing comfort harmonised with old world hospitality charm, Eros Hotel, Nehru Place, New Delhi is a premier hotel designed to cater to every traveller’s need. Talking about the hotel and its ideal positioning in Delhi, Davinder Juj explains, “In close proximity to the business areas in South Delhi and choices for shopping, entertainment and tourist locations makes Eros Hotel, Nehru Place a truly convenient choice for all guests travelling for business or leisure. Facing the magnificent Lotus Temple, this hotel defines indulgence at a whole new level. Inspite of being surrounded by the hustle and bustle of mainstream urban life, the hotel boasts an ambience that speaks of harmony and elegance. The fine dining options at Eros Hotel offer a host of fascinating cuisines and diverse culinary experiences. The hotel offers the banqueting space of 20,000 sq ft with indoor and outdoor options having their own unique style. Our blissful ‘Healthy Self’ in its beautiful and tranquil setting offers a rejuvenating experience.” Juj believes at the Eros Hotel, the values of Indian Hospitality and the hotel team is the biggest strength and the hotel encourages a sense of belonging to its guests. “We take a lot of pride in talking to our customers and employees. It gives us an understanding of evolving consumer needs which in turn helps us in taking important business and operational decisions. We
Davinder Juj continuously emphasise at hotel to understand the customer needs. With the help of regular trainings, our team members are skilled and empowered to deal with situations and resolving any concerns immediately. We lay strong emphasis on staff trainings and inculcating Indian Hospitality values which prepare them to deal with all kind of situations at the work place,” says Juj.. The hotel has adopted a balanced approach for promoting its brand which includes personal selling to focus more on domestic customers, maintaining effective public relations, digital marketing and offering customised services to the guests. The hotel is also focusing on building a strong engagement with people through social media platforms. As the corporate responsibilities towards the environment have become more significant, Juj also feels that it’s not an option anymore but a must for the operations of any organisation. Keeping that in mind, Eros Hotel has been taking significant steps to ensure its commitment towards the green environment which includes initiatives like waste management.
COVER STORY
Jim’s Jungle Retreat
A perfect rendezvous with the wild
Catering to every traveller’s need, Jim’s Jungle Retreat is an ideal rendezvous with the untamed. Rati Karwal, General Manager, Jim’s Jungle Retreat shares about the rare experiences and best practices followed.
Rati Karwal
Gagneet kaur
Nestled amidst the lush and dense thickets of Nainital district in Uttarakhand, Jim Corbett National Park is not only the oldest, but also the largest national park in the country. At the forest’s edge, Jim’s Jungle Retreat is a perfect getaway offering acres of lush refuge, forest and mountain vistas, countless bird-spotting opportunities, memorable walks and safaris, and hours by the pool or on your private verandah. While explaining about the uniqueness of this specialty lodge, Rati Karwal says, “Jim’s Jungle
Retreat is an eco-sensitive wildlife lodge that invites you to seek the Tiger, find the Jungle. We have 18 stand-alone residences spread over 15 acres, ensuring our guests the most desirable of luxuries: privacy and solitude. These stand-alone units offer Raj-inspired living, the walls adorned with wildlife plates and lithographs and the rooms with aesthetically designed furnishing.” Karwal informs that they host almost every customer segment, from wildlife enthusiasts to nature lovers, foreign to domestic, young and old; photographers, both professionals to amateurs;
families looking for an outdoor holiday, birding groups, and leisure travellers. They are also looking to expand into yoga and wellness retreats. She further adds, “Over the years our guests have also become ambassadors in our effort of nurturing and protecting the forests. We try and share our best practices with our guests so that they too can make earth friendly choices when they’re back home. Our detergent is the all natural Indian soap nut ‘Reetha’, our wet waste becomes manure for use in our organic vegetable and herb garden; our
Radisson Udaipur
Setting benchmark for guest satisfaction
Currently in its second year of operations, Radisson Udaipur observed highest occupancy in the city. Richard Barooah, General Manager, Radisson Udaipur shares the success strategy for the hotel and the way forward. Gagneet kaur
Situated amidst the beautiful city of lakes, Radisson Udaipur offers well-appointed rooms, exceptional dining options, variety of guest services and amenities ensuring a comfy stay. Radisson Udaipur during its first year of operations, witnessed one of the highest market shares among the city hotels. Talking about the positioning of the hotel, Richard Barooah shares, “Radisson Udaipur being city’s first upscale MNC business hotel managed by Carlson Rezidor had to do its positioning very distinctly among all other hotels and it was a very successful exercise. As a Carlson Rezidor hotel and one of the leading hotel brands in the world, we understand
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the need of today’s discerning business travellers. In terms of external feedback from TripAdvisor and other OTA portals, we have over 90 per cent excellent feedback. We have grown leaps and bound on our online ranking by over 120 ranks. Today, with pride, I can say that Radisson Udaipur is one of the most popular hotels in Udaipur.” Barooah further informs that their major focus on the MICE segment and FIT market has really helped the hotel to accelerate growth. “The hotel has seen a mix segment of travellers, however we have mainly focused on business travellers. This proved to be a boon to the hotel allowing a higher occupancy and more of repeated business from corporate;
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Richard Barooah hence the hotel never saw any low season. We also focused on high-end mid-sized MICE business corporates where we design and offer tailor-made to suit every need and serve our guest with delight. In terms of FIT market, we add lots of value added packages and our marketing team has tied up with international merchandise companies where any of our guests walk in and get discount on shopping up to 80 per cent,” informs Barooah. Sharing further, he says, “Apart from that our main focus was on guest satisfaction which we managed to close on top ten ranking among all Carlson Rezidor hotels in South East Asia last year.
lighting is all LED; we use solar geysers wherever possible; our water is treated by a natural rootzone treatment plant.” “Being an eco friendly lodge, with a complete understanding of its responsibility towards conservation, forest regeneration and minimum disturbance to the environment, I have taken forward the vision of JJR’s commitments to its neighborhood and the people who work with us. We are very careful about not disturbing the wildlife that visits us or lives in the forests around us. We also provide a support system to villagers during emergencies and weddings or during theatre functions and through monthly village waste management,” she opines. Karwal shares that a social media campaign is underway to target the various segments which covers a lot of adventure activities. The campaign helps the guest understand the interdependent relationships that exist in a forest ecosystem. Also, JJR offers special packages for various seasons, including the monsoon, when the jungle is in a new avatar of green. Now we are accelerating more with our previous year learning so that we could close as the best hotel among all our hotels in the region. This strategic goal can only be accomplished when we also focus on our employee satisfaction which is now over 90 per cent as our benchmark.” Barooah says that as a business hotel, Radisson Udaipur also takes good care of its Food & Beverage business from the local market, where they have induced various food festivals. “This dimension has set a new trend among all local people to try world famous cuisines which we host every month calling our specialty chefs. Radisson Udaipur’s F3, the first night club of the city is accepted very well by all kinds of travellers along with local young crowd as the city was missing on the night life,” informs Barooah. Barooah is optimistic of growth in the coming years as the strategies adopted in the first year of operations worked out well for the hotel and he looks forward to follow most of them as corrective measures. Activities like food festivals, book releases, art and craft exhibitions are in the pipeline which will not only add colors to the hotel but also to the city of Udaipur.
COVER STORY
Novotel Kolkata Hotel & Residences
Hotel Swosti Premium
French HOSPITALITY in aN SERVICE WITH A PERSONAL TOUCH EXTRAORDINARY SPACE Led by Sandeep Johri, General Manager, Novotel Kolkata Hotel & Residences, has many firsts to its credit. It is the first Novotel in the city, as well as first in the serviced apartments category. Gurpreet K Sekhon
With a unique design and architecture, optimum utilisation of space, along with enviable MICE facilities and world-class service standards, Novotel Kolkata is special in many ways. However Johri feels it is the people that make the difference, “We at Novotel Kolkata have a very strong belief in delivering superior guest experience by not only meeting the needs but also by anticipating the requirements and providing the WOW experience.” Novotel Kolkata is a magnet for corporate and leisure guests alike due to its strategic location, with MICE being an area of strength. The 30,000 sq ft of banqueting space with a capability to accommodate between ten and 1,000 guests, make it a preferred choice for Corporate MICE and weddings.“This is a segment we focus on immensely by introducing concepts like dedicated event managers, themed breaks, healthy menus, meeting planner programs and many more such customised options,” shares Johri. The positioning of the hotel reflects in the marketing strategy. Sharing the same, Johri says, “Novotel Kolkata has two major areas of focus – first MICE and weddings and second F&B for local guests. For both these segments we have adopted a 360-degree promotional approach. This entails traditional channels such as print, radio, media FAMs, PR and advertising along with social media, email communications and digital marketing. We are very proactive on all digital platforms, including Facebook, Instagram, YouTube and Twitter, with creative promos.” While the marketing initiatives have helped establish the hotel
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There are hotels that boast big brand names and then there are hotels that are run on sheer reputation they have built, organically brick by brick; guest by guest. Hotel Swosti Premium, Bhubaneswar is one such hotel. A part of the Swosti Group, the hotel has managed a special place for itself in the city. The credit, by no small means, goes to Aditya Prakash Jha, General Manager, Hotel Swosti Premium who ensures that having experienced the Swosti hospitality, no guest ever stays anywhere else. Gurpreet K Sekhon
Sandeep Johri as a celebrity haunt, with sport stars to authors and Bollywood biggies patronising it, guest recommendations, Johri feels, are the best publicity. “We feel that no marketing tool can come up to to the power of word of mouth, and therefore, leave no stone unturned to ensure our guests have an extraordinary stay experience,” shares the GM. Talking about the policies and practices that he has brought to the table, Johri says, “It is important to connect with customers on an individual level and make them feel welcome in the hotel to ensure repeat business. To maximise customer satisfaction, we maintain a flexible approach to accommodate individual guest preferences. To optimise guest experience, we focus on streamlining our daily processes to get best results and effectively enforcing already existing polices to maintain smooth functioning.” The hotel also takes pride in its sustainable practices. “We follow Acting Here – Planet 21 initiative which is AccorHotels’ sustainable development program. We are conscious about our surrounding environment and carry out initiatives such as rainwater harvesting, recycling water among many others,” says Johri with a hint of pride.
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It may not boast an international brand tag but Hotel Swosti Premium, Bhubaneshwar has a unique charm. The fountain offset by four lions in the porch sets mood for the royal treatment one is set to receive inside. Talking about the facilities Jha says, “The 147 rooms are spacious and comfortable, the dining options are many and offer Indian and international cuisines as well as a Scottish bar. For those who want a night out, the hotel hosts a discotheque. The spacious pool, health club and Ayurvedic massages on offer make it a popular choice for visitors and locals alike.The hotel’s biggest strength, however lies in the fact that it hosts the biggest Convention Centre of Eastern India.” Talking about the customer mix, Jha says, “Our biggest chunk comes in the form of business travellers. However we are actively targeting MICE business as well as leisure travellers.” A strong believer in service and offering a personalised touch to guests, Jha ensures that these are not merely words and catch phrases. He has a personal connect with all guests as well as his team members.“ We believe in living the philosophy -‘Service with a human touch’. The staff is courteous, service oriented but not robotic. There is a focus on offering a human touch and personalised service to each and
Aditya Prakash Jha every guest. Guest satisfaction is our priority,” insists Jha. The hotel uses both traditional as well as social media and digital channels to market its services. Talking about the same, Jha shares, “We usually market through various sources namely digital marketing —websites, SEO, SMO, Google awards, different search engines like TripAdvisor, Trivago, Holiday IQ, Justdial and many more. We also partner with travel magazines, newspapers, FM and with other media partners.” The hotel also offers various packages that not only include food and stay but also travel within Odisha. “We have various packages throughout the year such as Summer Package, Monsoon Package, Auditor’s, Weekend and Long Stay Packages, as well as Wedding and Conference Packages. We also arrange special packages of accommodation and transportations in and around Odisha like Golden Triangle Package, Jain or Buddhist tour Package, Wildlife, Tribal, Textile Tour packages to promote the rich culture and tradition of Odisha,” informs Jha.
䈀㈀䌀 圀䠀䤀吀䔀 䰀䄀䈀䔀䰀 倀刀伀䜀刀䄀䴀 伀䘀 吀刀䄀嘀䬀䄀刀吀⸀䌀伀䴀
COVER STORY
The Roseate & Roseate House, Delhi
An uber luxurious escape Combining incredibly luxurious designs with traditional elegance, The Roseate & Roseate House in Delhi introduce a whole new level of hospitality and lavishness. A perfect escape from the tedious city life, these two properties are truly awe-inspiring for those looking for uber luxury and a comforting stay. Kush Kapoor, Area General Manager, The Roseate & Roseate House, Delhi feels that both the properties are unique in their own way. GAGNEET KAUR
Refreshing greenery blending seamlessly with the cozy environs, rooms featuring contemporary furnishings and graceful colors, the capital swanks these young perspective hotels. Where the Roseate is one-of-its-kind urban resort with an award winning architecture to fall in love with, Roseate House on the other hand is an ultrachic lifestyle hotel designed to cater to the next generation of business savvy and leisure travellers. Delineating the uniqueness of both the properties, Kush Kapoor says, “The Roseate is an urban oasis in the capital. Spread over eight acres, the resort is encompassed by over a thousand trees and water bodies. High dome ceilings, twenty feet plus doors, bronze ‘jaali’ work, Isfahan pillars outside Kiyan, and the tent canopy design of Chi
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Ni the Chinese restaurant best define the architectural marvel. The resort’s 102 meters long straight pool is the longest in the country escorting you along the length of the resort while the ficus wall element across the resort with over 650,000 leaves, may just be a design element to the untrained eye, but is actually an essential sound insulator to the outside world. The Aheli Spa at The Roseate offers a ‘’Hamam’’ or Turkish Bath along with extensive indoor outdoor treatment rooms. Not to be missed out is the resort’s library and an exclusive art room to let your creativity flow.” “Roseate house meanwhile is conceived as a book where each floor is a ‘’story’’ and the rooms its ‘’chapters’’. The hotel offers an in-house cinema hall ‘’Upstage”, being the first in the country, the largest Indian
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Kush Kapoor
While Roseate House targets business, MICE, corporate and lifestyle travellers primarily, The Roseate guests’ on the other hand are from a more mature segment looking for a respite from the city’s hustle yet within the capital. restaurant par excellence ‘’Kheer’’, a rooftop Japanese lounge ‘’Tara’’ by the infinity poolside and a luxury boulevard with the fanciest brands to shop from. Other leisure and lifestyle options range from Aheli Spa and Roasted by Roseate, a chic patisserie serving TWG Tea, exclusive to the outlet in India other than Kiyan at The Roseate offering this haute couture tea experience. We also follow the farm to table concept at our restaurants especially our all day dining restaurants where our key ingredients come from our organic farm in Delhi,” adds Kapoor. While Roseate House targets business, MICE, corporate and lifestyle travellers primarily, The Roseate guests’ on the other hand are from a more mature segment looking for a respite from the city’s hustle while staying within the capital. Being strategically located near the airport, entertainment centres and commercial hubs of Delhi and Gurgaon, Roseate House
also caters to a small leisure segment. Kapoor informs that their marketing initiatives and focus revolves around the prime objective of creating awareness about their brand “Roseate Hotels & Resorts” and rebranding The Roseate and Roseate House. “We have undertaken mainly print and digital marketing campaigns focusing on our hotel’s USPs and F&B offerings. We have a promotional calendar of activities that we follow to capture our target audience.” shares Kapoor. Since Roseate Hotels & Resorts is a growing hospitality chain of hotels in India, the hotels have a standard set of SOPs. Kapoor shares that their current SOPs focus on seamless operations, forecasting and budgeting and sales & marketing. Also, under the ownership of Bird Hospitality, the launch of three luxury and upscale properties in Jaipur, Goa and Rishikesh are in the pipeline.
COVER STORY
Sofitel Mumbai BKC
BEACON OF FRENCH HOSPITALITY IN INDIA A luxury hotel reflecting the contemporary setting, Sofitel Mumbai Bandra Kurla Complex (BKC) distinguishes itself with a huge customer base. Biswajit Chakraborty, General Manager, Sofitel Mumbai BKC shares the ‘magnifique’ journey of the hotel from good to the best. GAGNEET KAUR
Entwining authentic French hospitality with modern luxury, Sofitel Mumbai BKC is a soothing retreat ideally positioned in Bandra Kurla Complex. While explaining about the property, Biswajit Chakraborty says, “Sofitel Mumbai BKC is a unique address offering a four-dimensional experience through its brand pillars of ‘Design’, ‘Gastronomy’, ‘Culture’ and ‘Wellbeing’ which constitute the pure essence of the Sofitel brand. Additionally, the grandeur of the hotel is reflected in its personalised service from the heart, which is referred to as “Cousu Main” in French and elements like these have created a huge loyal customer base for us.” Talking about the MICE capabilities of the hotel, Chakraborty says, “Magnifique Meetings — Sofitel’s meetings concept, combines the latest conference technology with a passion for excellence, dedicated to making every event an unforgettable success. The Club Millésime — Business
Lounge has a sophisticated atmosphere with provisions for dining, lounging and meetings. Exclusive buffet counters with an impressive presentation of wine, champagne and distinctive cuisine create a backdrop for the most discerning customers to appreciate the exclusivity and privacy of Club Millésime.” “The Grand Salon ballroom at the hotel is infused with natural light and accommodates over 250 guests, perfect for conferences and intimate events. A fullsized and serviced Loft Kitchen and a 24-hour Business Centre complete the offerings on the floor with services from dedicated chefs and experienced meeting planners. ‘Hriday’ – an outdoor venue of 30,000 sq ft in the heart of Mumbai, offers an inimitable space designed for extravagant happenings. Thoughtfully christened as Hriday, denoting ‘heart’ in Sanskrit the venue is a perfect destination for live shows, corporate events, car launches, award ceremonies and lavish weddings,” he adds.
Biswajit Chakraborty Sofitel Mumbai BKC has created a niche of its own in the city. In a very short span, it has reached number two ranking on TripAdvisor out of 450 hotels in Mumbai. “Competition is always going to be there and in a country like India, which is constantly reinventing itself, an international hotel brand like ours has to be one step ahead of its competitors. I started my ‘magnifique’ journey with Sofitel Mumbai BKC on February 1, 2012 and have nearly completed four years with the property. My aim is to constantly exemplify the luxury quotient of this hotel to consumers and be the catalyst in crafting the pathway to make Sofitel Mumbai BKC a cultural landmark in the city,” he shares. “My intent is to accentuate the Sofitel DNA and the four key brand pillars of the hotel through a series of elite events, experiences and personalised service at the Sofitel Mumbai BKC, thus delivering an indelible guest experience. It is my endeavour to position the hotel as a game-changer in its segment,” he adds. Chakraborty believes that personal engagement and ‘taking ownership’ are prerequisites for bringing new services to success and that is why his key focus is on employee satisfaction. He shares, “We refer to our staff as ‘Ambassadors’. We have a pool of trained and certified departmental trainers who meet every month during ‘Rendezvous’
to exchange ideas and best practices and the top three are felicitated for their contribution towards training.” “We emphasise on employee satisfaction as much as guest satisfaction as we believe that only a content workforce can serve with happiness and pleasure, and we understand that genuine care for our Ambassadors leads to care for our guests,” he opines. Constantly working towards enhancing its key brand pillars and reinventing the brand identity, Chakraborty expects to see a remarkable growth for the hotel. “Sofitel Mumbai BKC is well-known for being the beacon of French hospitality in India. We will continue to strive to push our potential around our four key brand pillars. As part of business strategy and marketing plans, Sofitel Mumbai BKC has measurable goals internally to achieve quality, impeccable service, intelligent marketing and a high ratio of repeat guests. Given Sofitel’s unique positioning where luxury experiences and business meet in an elegant setting, we expect to see tremendous growth not just in occupancy, but also with our ADR. In addition, the property also brings a strong design aesthetic, not recently seen in city hotels. We are constantly reinventing the Sofitel brand providing innovative, high-quality products and services for the benefit of our guests,” he concludes.
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UPDATE HOSPITALITY
Pullman unveils its first hotel in Japan Opening in 2018, Pullman Tokyo Tamachi is the first upscale brand to open in Tokyo for AccorHotels News Desk
Pullman Tokyo Tamachi is being developed as part of the MSB Tamachi mixed-used complex and will open for the fall of 2018. Featuring 143 rooms, the contemporary designed hotel successfully connects the international style of Pullman with a delicate touch of Japanese art and culture. This business and leisure hotel includes meeting facilities and unique dining concepts. The hotel is directly connected to the JR Tamachi Station east exit and a three-minute walk from the Toei Subway Mita Line. From the hotel to the Haneda International Airport is about 30 minutes by public transport and just one stop from JR Shinagawa station to Osaka and Kyoto via bullet train. “Japan keeps attracting more and more international travelers, with historically high growth rate recorded in the beginning of 2017,” said Patrick Basset, Chief Operating Officer for Upper Southeast and Northeast Asia, AccorHotels. “The increasing inbound market, especially from Korea and other Asian countries (China, Taiwan, Indonesia,
Vietnam) is on a continuous positive trend which will be amplified as the country will benefit from the worldwide attention with the upcoming 2020 Summer Olympic Games.” “The opening of Pullman Tokyo Tamachi marks an exciting step in developing more upscale and luxury hotels in Japan to meet the growing demand of cosmopolitan travellers who appreciate innovative design and wellness in the travel scene. The global nomad is Pullman’s representation of the new generation of travellers and business leaders who fully and naturally blend work and leisure,” said Eric D’Ignazio, Vice President Japan, AccorHotels.
Sandal Suites- Noida’s first upscale serviced suites
Country Inn & Suites By Carlson, Mysore celebrates World Environment Week The Country Inn & Suites By Carlson, Mysore with its commitment towards creating awareness amongst local communities, NGOs, educational Institutions and different stakeholders in the society recently celebrated World Environment Week. The highlights of the event include feeding food with five star hospitality to street beggars (homeless people) at Country Inn Suites By Carlson, Mysore; Bicycle Rally from Hotel to Kukkarahalli Lake creating awareness on World Environment Day in the morning, planting 250 saplings at Kukkarahalli Lake, inter school drawing competition on environmental theme with the participation of more than 10 premiere educational institutions of the city and more.
The serviced apartments operated by Lemon Tree Hotels, also feature a suite for the differently-abled News Desk
The launch of Sandal Suites, operated by Lemon Tree Hotels, marked the opening of Noida’s first upscale serviced suites. These serviced apartments, situated just off the Noida-Greater Noida Expressway, are located within Assotech Business Cresterra, the LEED Gold Certified office complex in the IT hub of Sector 135, Noida. Best suited for extended stays, Sandal Suites features 195 suites, extensive banqueting facilities, numerous dining options, and an array of recreational
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facilities, in a contemporary setting. Speaking at the launch Rattan Keswani, Deputy Managing Director, Lemon Tree Hotels and Director, Carnation Hotels Pvt. Ltd., said, “This occasion marks a few ‘firsts’ for Lemon Tree Hotels – it is the first property Lemon Tree Hotels (through our management arm, Carnation Hotels) will be operating in Noida, and our first foray into the upscale serviced suites space. This is also our first partnership with Sandal Suites Pvt. Ltd., one that we hope to see grow in strength in the coming years.” “The launch of Sandal Suites is in response to the growing demand for comfortable and convenient extended stay accommodation options for business and IT professionals in our vicinity. It is the only upscale accommodation available within an 8 km catchment and is the perfect address for those looking for a “home away from home” – be it business travellers, project teams or relocating families,” he continued.
Radisson Blu Hotel Guwahati wins prestigious accolades Radisson Blu Hotel Guwahati has won three prestigious India Leadership awards for ‘National icon in hospitality sector’, ‘Leading luxury business hotel of the year’ and ‘Marketing professional of the year’ at a glittering event of ‘Middle-East Asia Leadership Summit and Award’ 2016-17, held recently in Dubai. The ‘National icon in hospitality sector’ and the ‘Marketing professional of the year’ was awarded to Vikas Ray, General Manager, Radisson Blu Hotel Guwahati and Saurabh Pant, Director of Sales & Marketing at Radisson Blu Hotel Guwahati respectively.
FLIP SIDE
Customer is the king. Always?
The good, bad and funny of customer requests The hospitality industry swears by the decree. From the top level executives to lowest in the ranks in the service; it is one sacrosanct truth which cannot be questioned. However, while walking the rocky terrain of ultimate customer satisfaction, General Managers also come across some of the most bizarre, unheard and hilarious requests which need instant resourcefulness and of course a good sense of humour. We interacted with some of the General Managers pan-India and found out some interesting customer requests which will tickle your funny bone. Ritika kumar
Sandeep Bhatnagar General Manager, Leisure Inn Grand Chanakya, Jaipur
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Over the years many guests have made funny and outrageous demands and we hoteliers generally fulfill them so as to make them enjoy their holidays with us. Few of these funny and strange requests are etched in the memory. In one of the incidents, there was the wedding group staying with us and the bride wanted all males to be dressed up like females and vice versa for the evening dance party. We arranged extra earrings and bangles and makeup artists to really do males dressed up as females. Another amusing one was once an old lady from a rich NRI family got terribly sick while vacationing with us and she ordered only khichdi to be served to all guests for the lunch. During another occasion, one of my hotels in Goa was about 12 kms from the airport and this famous Bollywood star would order a bike ride wearing only his shorts from the airport to the hotel. What’s more? He wanted his two dogs running alongside him till he reached the hotel. During a wedding, the bride and groom wanted to dance on the top of a train like in the famous Bollywood song. We could not arrange the train but we arranged a camel cart decked up as a royal camel cart and dressed both the bride and groom in Rajasthani royal attire and both of them just loved it.
FLIP SIDE
Harpreet Vohra General Manager, Radisson Blu, Faridabad
Concierges say the Internet has vastly changed the nature of their job. With so much information at people’s fingertips, guests no longer reach out to them for mundane things like directions or itineraries. Now they are much likely to come to concierges with requests that are much more magnanimous or personal. Recently, I came across this guest request as the premonsoon showers had just hit Delhi. The guest asked if I could arrange for the moon to look into his west facing suite as he wanted to propose to his girlfriend under the moonlight with 200 red roses. We all know the moon generally rises either north or south of east and sets either north or south of west and this was going to be weirdly memorable. The concierge escalated the request to the “Manager on Duty”, who was puzzled and the request was further put in front of me for an immediate action. On this June night, we quickly arranged for a dummy moon from a nearby theatre/ drama school and created a set up in the room with ceiling stickers of stars which would glow at night along with a haze machine. A huge bunch of 200 red roses and an elaborate set up was done in his suite. The lights were switched off. The moon was lit with inbuilt bulbs, the haze machine working, the radium stickers were glowing at their best, all set to create the ambience. However even at 9 pm that evening, it was raining heavily in the veranda outside. It was pitch dark and pin drop silence in the room. The gentleman held his breath and proposed to his lady asking her for lifetime togetherness and the next thing we could hear was a “Yes”. The couple were super elated, overwhelmed with tears in their eyes and it was happiness all around. We had got two guests for lifetime with fond and vivid memories.
A guest had asked for mineral water in the washroom for usage. That surprised us beyond our wits and we had arranged for 25 litres of mineral water in the room of the particular guests specially. On another occasion, while leaving my office, a guest was waiting in the hotel lobby to tell me that he wanted to know why don’t we allow more than two people in the room in spite of our beds being big enough to accommodate up to three four people? Also, our long staying guests sometimes request if they can have their family portrait on the wall of their rooms they are staying in.
Pankaj Saxena General Manager, Country Inn & Suits by Carlson, Mysore
Rishi Neoge General Manager, Howard Johnson Bengaluru Hebbal
One hot summer, a family checked in our hotel which had a couple with two kids and a senior citizen who accompanied them on a leisure trip to Mysore. After an engaged day activity, they were surprised by what our dedicated team, delightfully presents to create a WOW moment for our guests. Our Team Connect presented the kids with delicious cupcakes. Their excited grandmother was bewitched and asked more about the cupcakes. She wanted to learn how were they made and hence asked to meet the Bakery Chef. After procuring the recipe, she insisted on entering the Bakery kitchen and watch the procedure. She was finally allowed in the kitchen but not without wearing a cap for hygiene purposes. She was adamant on not wearing it and hence the Bakery Chef could not show her the way cupcakes were made. Fortunately, the young couple agreed with our policies and left the hotel on a happy note.
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SPECIAL FOCUS
STATE
OdishaTourism invites partners, offers lucrative incentives There are events that lead to possibilities and there are possibilities that lead to events. The Odisha Tourism Conclave with the theme, “Tourism to be the driving force of economy” was a case of both.
In conversation with JK Mohanty, President, HRAO and CMD, Swosti Group on the sidelines of Odisha Tourism Conclave.
GURPREET K SEKHON
Held on June 17, 2017, at Swosti Premium, Bhubaneswar, the second Odisha Tourism Conclave was another significant step in promoting tourism in the state. Speaking on the occasion, Hon’ble Chief Minister of Odisha Naveen Patnaik underlined the importance of tourism for the state and highlighted the immense potential of the state and the government’s commitment to the sector. “Tourism in Odisha is poised for a big push and a number of initiatives have been taken by the government for the same,” The CM went on to say, “Tourism in any state can only thrive with the joint efforts of the government and private sector.” Commenting on the AirAsia flights have been started between Bhubaneshwar and Kuala Lumpur, the Chief Minister observed, “This will open up the Southeast Asia window for Odisha and I am sure this will result in larger tourist footfalls in Odisha.” CM Patnaik also commented on the concessions offered in the tourism sector and the single window for expeditious clearance of proposals. “We want to make Odisha the next tourism destination of India,”asserted the CM. While acknowleding the potential of tourism, Odisha Tourism Minister Ashok Chandra Panda shared a positive response to the suggestion of holding a bird festival at Chilika lake. The conclave hosted a total of eight sessions (including the inaugural and valedictory sessions) highlighting various aspects of Odisha Tourism and its immense potential and was inaugurated by the Hon’ble Odisha Governor, Dr SC Jamir. In his inaugural speech the Governor said, “Over the years, the tourism industry in Odisha has grown significantly. As regards development of tourism products, the Government has embarked upon on a range of initiatives in areas including eco-tourism and heritage tourism. These initiatives have focused both on introducing new attractions and improving existing ones. The Government is fully committed to develop policies that will make Odisha a more tourist friendly destination.” Speaking at the session, Mr JK Mohanty, President, HRAO brought forth some pertinent issues. Praising the tourism policy which was published in November 2016 after due deliberation and with inputs from
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all stakeholders, Mohanty said, ”We are sure that it would be a great advantage for entrepreneurs and industrialists wishing to invest in the field of tourism and increase capacity in the hotel industry.” Mohanty also offered some key suggestions including the extension of eight year repayment period for hotels.“Hotel industry is a highly capital-intensive industry and the breakeven comes after eight years, on a minimum period. Large amount of capital investment is required and a long-term repayment schedule is the only answer for the growth of the hotel industry in the state,” asserted Mohanty. Other suggestions included the promotion of film and fashion tourism in the state; a bird festival at the Chilika lake, and the construction of a global level Convention Centre to attract the MICE business. The Principal Secretary, Odisha Tourism, Arti Ahuja, highlighted the various aspects of Odisha Tourism and talked about the declaration of the Bhubaneswar airport as an international airport, which combined with the new AirAsia flight between Kuala lumpur and the Odisha capital city had led to a 90 per cent increase in footfalls to the state over the last year. While showcasing the various strengths of Odisha Tourism, Ahuja also said that the state was encouraging homestays and an immersive experience. Dr Nitin B Jawale, Director, Odisha Tourism, highlighted the main points of the lucrative Tourism Policy that invites and subsidises investments. Going into the details of the policy, Jawale said, “Odisha has one of most liberal tourism policies in the country.” He also informed that 17 sectors such as hotels, tented accommodations and more were eligible for incentives under this policy which was largely aimed at inviting investors for development of tourism related infrastructure. “The subsidy of an investment upto `50 crores is 20 per cent with a maximum limit of 10 crores while the subsidy for an investment for above `50 crores is also 20 per cent upto a maximum of `15 crores.”Talking of other benefits awale concluded, “In a couple of years we seriously want to break into the big league of tourism.”
JK Mohanty Do you see new investments coming into the hospitality sector in Odisha? The government has been watching that tourism shall be the future game-changer and has introduced a very lucrative tourism policy. The new tourism policy offers a 20 per cent capital investment subsidy, five per cent interest subsidy as well as free registration or no stamp duty. Such benefits are not available in any state in the country and if advertised properly, should definitely attract investments. Odisha has a good Tourism Policy, what is lacking? Is anything being done to invite investors? What is needed is publicity. Earlier there were no land banks, but now the government has created land banks and these need to be shown to prospective investors. In Odisha the Odisha Travel Bazaar has been organised by FICCI, on the same lines as GITB. Stakeholders from India and overseas shall be invited for the same, be it investors, foreign tour operators, Indian tour operators or wedding and event planners. Some international travel writers shall be invited as well. Within Odisha we had invited the local chapter of FICCI, CII, Utkal Chamber of Commerce today (for the conclave) these are all prospective investors. Considering the potential growth in Odisha Tourism, what are the expansion plans for Swosti Hotels? As a group we are opening the Swosti Chilika Resort, a premium luxury resort in the pristine precincts of the Chilika lake, on July 26 this year. We also have our own land in Bhitarkanika, Puri and Satapada.We have lined up our projects and we have our projects in Odisha, as there is so much of scope, we do not have any plans to move out of the state.
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Odisha Tourism Conclave 2017
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EXOTIC INDIA
Odisha
SPELLBINDING SERENITY Odisha is a surprise, like a long forgotten book in the corner book of a library, that page by page takes you on a journey through centuries; carved in the ancient temples an estimated 80,000 in the state, the majority dedicated to Shiva and some of the most renowned Vishnu shrines. The charming simplicity and the minimalistic carvings at the second century BC Jain caves, tells of a life of penance, while the site of the Kalinga war, speaks of the transformation of the soul at large and Ashoka’s in particular. Then there are the pristine beaches; the thick forests and camouflaged in the sanctuary of the thick forested cover; creatures of earth and sky. Intertwined in the landscape are the indigenous tribes that are almost one with nature. The abundance of the lands weaves itself onto the threads of rich handloom tradition. Odisha is the soul not only of India but the world, abundant with everything that the world seems to be losing in its quest for ‘modernisation.’ GURPREET K SEKHON
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EXOTIC INDIA
TEMPLES Odisha has the most ancient Hindu temples in the world. The state hosts Jagannath Puri temple, one of the four dhams of the Hindu religion. The Konark Sun temple which is a world heritage site, the 64 yogini temple dedicated to Durga in the form of 64 demi-goddesses —one of the very few in the country. The land is home to ancient Jain and eminent Buddhist sites, such as one where Emporer Ashoka had a change of heart. However Shiva is abundant in Odisha, with most temples dedicated to him and his consort. Standing models of early architecture and divinely preserved, the temples are a study in architecture, history and faith. In many temples such as the Jagannath Puri temple and Ananta Basudev Temple Kitchen; the living kitchens still preserve old recipes and methodologies; making them living museums.
EKAMRA WALKS Ekamra walks conducted early morning, every Sunday, in association with Odisha tourism are a wonderful way of discovering some of the biggest and finest temples in Bhubaneswar including the Mukteshwar, Parsurameshwar and Lingaraj temples and other relics. A walk through the old city, which reminds one of a purer, un-touristy Varanasi in many ways, is fascinating. Time moves differently with men and women going about life in a slow, time warped manner; bare torso-ed men anointed with chandan paste, women selling flowers outside a temple, Dharamshala —a heritage building where, to date, families come and camp especially during religious ceremonies, the Bindusagar lake that lies at the centre of it all, holding many a story in its still, moss-lined waters. The walk ends at the residence cum studio of the renowned Italian-born Odissi dancer, Ileana Citaristi, who introduces you to the dance form and showcases an enthralling performance by her students.
CHILIKA LAKE Chilika means child in the local language and the lake, like a child, is attached to The Bay of Bengal during the monsoons, making it the biggest brackish water lake in Asia. The waters turn from sweet to salty flows in to meet the waters of the lake. It is home to Irrawaddy dolphins, a variety of fish and thousands of birds — resident and migratory. The lake also cradles a number of islands, some like the Kalijai which has faith and local lore linked with it and others such as the Breakfast Island which does not offer any breakfast, but does offer wonderful views.
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BEACHES There are the much coveted for beaches in Puri which are a study in life as throngs of people live off and pass by them. Then there are the popular but not so busy beaches such as those in Gopalpur on Sea and many a dozen snuck between groves of coconut palms — quite and untrodden. The Chandrabhaga beach with long stretches of golden sands washed by blue of the Bay of Bengal is said to have mystical powers that go beyond putting one under a trance of its beauty. The key is just to follow the coastline and find ones personal spot to have long uninterrupted conversations with the sea and all that it holds.
WILDLIFE Odisha is one of the blessed lands where life as God intended it, is preserved in the thick forests that still cover a third of the state. The 18 sanctuaries and two national parks, allow one to meet with the wild, its inhabitants and discover himself in some way. Encased by river on three sides and sea on the fourth lies the Bhitarkanika National Park —a criss-cross of canals and creeks. Widely acclaimed for its biodiversity, it is the second largest compact mangrove ecosystem in India. It hosts saltwater crocodiles as well as the the rare white crocodile.The adjoining Gahirmatha Marine Wildlife Sanctuary is a favourite nesting place of Olive Ridley Sea Turtles. Nestled on Khurdha uplands of ‘North -Eastern Ghats’ biotic region lies the Chandakala Sanctuary. Perhaps the most scenic of all is the Simplipal Tiger Sanctuary. Under a thick green cover, waterfalls throw themselves off peaks, rivers run their courses as tigers and tuskers fight the battle of supremacy. Oblivious to it all the peacoks dance to the tune of bird songs and an audience of antelopes. It is a dramatic occurrence in a dramatic setting— one of many in the state.
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EXOTIC INDIA
CUISINE Like most coastal cuisines, rice is abundant in an Odia meal, be it sun-dried, par boiled or cooked rice soaked the night through. A minimum of oils and spices lets the natural flavour of ingredients shine through. Both mustard, which is a part of panch phutana Odisha’s special blend of five spices, as well as mustard oil have a seat of prominence in the cuisine. However ghee is what the Lord prefers and hence used in temple cooking. Brahmin cooks of Jagannath Puri are highly solicited in other regions as they are acclaimed for their ‘true to Hindu scriptures‘ cooking. The Brahmin cuisine is largely influenced by what is cooked for the Lord and dishes such as khechidi, dalma, khaja among various others. The coastal regions are abundant in sea food and delighters such as chungdi malai (creamy prawn curry) and macha ghanta (fried fish-head curry). Other specialties include street foods like gupchup and dahi vada-aloo dum. Not to be forgotten are the sweets with wood burnt cheesecake chenna poda quite literally taking the cake.
HANDLOOM AND HANDICRAFTS That Odisha was once called Utkala —the land of art — speaks volumes about the artistic manifestations of this abundant culture. There is the appliqué works of Pipili and Pattachitras — the picture stories on cloth. Papier Mache masks of Raghurajpur are a myraid stories in themselves. The silver filigree jewellery tugs at memory strings and adornments of incricately carved maidens on temple walls flash upon that inward eye. World renowned Ikkat sarees talk of ancient sea-links to South East Asia but Odisha’s poetry on loom and Sambhalpuri weaves are like none other. Dhokra cast sculptures speak tales of the land that inspires the hand. Lacquer work of Nawangapur, horn work of Parlakhemundi flexible brass fish of Ganjam, art and craft is as abundant as the rich monsoon rains.
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UPDATE OUTBOUND
Akquasun and Srilankan Airlines host FAM to China Srilankan Airlines and Akquasun Group recently hosted a FAM to China Canton region, Guangzhou. Agents visited the 15 hotels in the Canton region, enjoyed the sightseeing spots and experienced the services of Akquasun China. They also enjoyed the stay at Hilton Guangzhou Tianhe and LN Garden Hotel Guangzhou.
Tourism Australia observes 15.4 per cent surge in Indian travellers Tourism Australia recently announced that arrivals from India for the year ended March 2017 stood at 267,500 visitors, an increase of 15.4 per cent. Indian visitors spent 14.9 million nights in Australia, an increase of six per cent over the previous year. The average length of stay for all visitors from India was 59 nights, with a 51 per cent repeat visitation. For year ending March 2017, Indian visitors spent A$ 1.34 billion on their Australian trip, an increase of 18 per cent over the previous year. An average per capita spend for Indian visitors was A$ 5,316. The arrival for April to June 2017 period also looks positive, due to significant incentive (business events) travel to Australia, organised by Indian corporates including Crompton Greaves, FIMMDA, Bridgestone, Havells, Asian Paints, Suzuki, Canon, ICICI Prudential, Sriram, among many others.
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Ethiopia launches e-visa facility for international visitors The e-visa is processed and issued online on a single web page where applicants apply, pay and secure their entry visa online News Desk
The Ethiopian Immigration and Nationality Affairs main Department in collaboration with Ethiopian Airlines has launched the initial phase to commence an e-visa service for international visitors. The e-visa is processed and issued online on a single web page where applicants apply, pay and secure their entry visa online. Once the online application is approved, applicants will receive an email authorising them to travel to Ethiopia and they will get their passport stamped with the visa upon arrival in Addis Ababa, stated a release. International visitors can apply for the visa at www.evisa.gov.et. Gebreyohannes Teklu, Director Main Department for Immigration & Nationality Affairs, said, “ We are glad that we have been working together with Ethiopian Airlines for the effective implementation of e-visa facilities at Bole International Airport. Now international visitors to Ethiopia, from countries provisioned
Tourism New Zealand appoints new General Manager Asia News Desk
Tourism New Zealand Chief Executive Stephen England-Hall is pleased to announce the appointment of Gregg Wafelbakker to the role of General Manager Asia. Gregg joins Tourism New Zealand from Westland Milk Products where he has been based in Shanghai as General Manager China and General Manager Marketing for the past three years. Gregg has over 20 years’ experience in the food and beverage industry. With Fonterra and legacy companies, he has held a variety of
for visa upon arrival, will make use of this service. Moreover, we have set up separate counters to process the visas of travellers under electronic travel authorisation.” Regarding the new service, Tewolde GebreMariam, Group CEO, Ethiopian Airlines, said, “Ethiopia, the oldest independent civilisation in Africa and one of the oldest in the world, is endowed with historical places, natural beauty, colourful and diverse cultural activities and various endemic wild animals which are of great interest to international tourists. However; we have not made best use of these natural resources to attract large number of tourists. To this effect, this project is part of a new national initiative to transform the tourism sector in the country. The full commencement of the online visa application and issuance system will promote tourism, trade and investment to the country.”
technical, sales and general management roles in New Zealand, USA, Singapore, Thailand and Germany. England-Hall said Gregg has a passion for emerging markets, especially in Asia, and is a strong advocate Gregg Wafelbakker of understanding consumer needs. “Gregg’s expertise in marketing and experience of working in several parts of Asia for many years make him an excellent fit for the role, which manages New Zealand’s second biggest tourism market, China, along with major emerging markets India and Indonesia. Tourism New Zealand, especially the China and Asia teams, are delighted to welcome Gregg. We look forward to working with him.” Hall concludes.
UPDATE OUTBOUND
Dubai among top 10 for international meetings Previously ranked 14th in 2015, Dubai has moved up to 10th with a total of 180 meetings taking place in 2016 News Desk
Dubai has emerged as one of the top 10 destinations for international meetings, according to the latest edition of the International Meetings Statistics Report published recently by Union of International Associations (UIA). The report ranked 1,157 cities globally based on the total number of international meetings that took place during the year. Previously ranked 14th in the 2015 edition, Dubai has moved up the list to claim the 10th spot with a total of 180 meetings taking place in 2016, reflecting a growth of 24 per cent in comparison to 2015. Dubai is the only city in the Middle East and Africa to appear in the top 25 in the rankings, further underlining its status as the region’s number one destination for international meetings and conferences. Issam Kazim, Chief Executive Officer of Dubai Corporation for Tourism and Commerce Marketing, said, “With these latest UIA rankings it is once again clear that Dubai is now not only the regional leader in the sector, but also a major
destination on the global stage for business events. We will continue to strengthen our business events offering, and strive towards transforming Dubai into a global knowledge hub.” Steen Jakobsen, Director, Dubai Business Events, said, “Dubai’s business events industry has undoubtedly grown over the past decade and we are very proud that the city is being regarded as one of the top 10 international meetings destinations by UIA, competing with over 1,100 worldwide destinations for the spot. We have worked very hard to achieve this status, with strong support from public and private partners.”
Thailand Travel Mart Plus 2017 resounds success at Chiang Mai Next year, the event will be held in Pattaya which is located on the Eastern Seaboard, bordering Cambodia News Desk
Thailand’s main travel trade show, the Thailand Travel Mart Plus 2017 (TTM+), held from June 14 to 16, 2017 at the Chiang Mai International Exhibition and Convention Centre (CMECC) hailed great success in promoting tourism and the tourism service business sector in Thailand as well as the Greater Mekong Subregion (GMS). After successful two-year run in the Northern capital of Chiang Mai, the event will move to the resort city of Pattaya in 2018. Hundreds of buyers and sellers
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representing hotels, attractions, events venues, tour groups, car rental and more, attended the event from all over the world to network and promote their tourism products and services. The event has given extensive exposure to the rich culture, cuisine and heritage of the Northern Thailand and highlighted its overland cross-border proximity to the emerging Mekong region destinations of Lao PDR and Myanmar. The theme “Delivering Unique Experiences” was designed to be in line with the overall tourism marketing slogan. All the pre and post-tours were specially selected to include the spectacular range of Royal Projects, Northern Thai museums, restaurants, community-based products and heritage sites in line with that theme. Next year, the event will be held in Pattaya, the well-known beach resort city, which is located on the Eastern Seaboard, bordering Cambodia. That will allow Thai tourism to highlight its transportation connectivity with its neighbour to the East.
MATTA & Tourism Malaysia host road show
As part of its ongoing efforts to promote Malaysia, MATTA (Malaysian Association of Tour & Travel Agents) and Tourism Malaysia organised road show in Radisson hotel, Kathmandu to interact with travel fraternity in Nepal and encourage them to promote Malaysia. 12 Malaysian Tour Operators, three Product owners and Malaysia Health Travel Council participated in this roadshow and many Indian Travel Agents were a part of this road show. Making the access easier from India to Kuala Lumpur, there are now 202 flights weekly operating from India on this route. The objective of this road show was to create good connection between tour operators from both countries and increase the number of arrivals from India to Malaysia. “Whether you are an ardent traveller or venturing overseas for the first time, Malaysia never fails to surprise you. There is so much that awaits you in the microcosm of Asia. We want our Nepalese guest to go beyond Kuala Lumpur and return home with memories of an unforgettable experience “Beaches, Rainforests, National parks, unlimited exotic flora and fauna, shopping, cuisines, theme parks. Malaysia woos you in style” said Sulaiman Bin Suip, Director, Tourism Malaysia. The southern state of Johor is already emerging as a favourite amongst holiday seekers who love adventure and theme parks. Legoland Malaysia Resort, Malaysia’s first international themed park that was opened in 2012 is a family holiday destination.The park has seven themed areas of attractions for all ages such as The Beginning, LEGO Technic, LEGO Kingdoms, Imagination, LEGO City, Land of Adventure and MINILAND. Ipoh, in the state of Perak in West Malaysia, offers a pleasant weather to travellers all throughout the year and one of the key attractions of the city is Kek Lok Tong (Cavern of Utmost Happiness) a cave temple. Limestone hills extend 20 km north of Ipoh and 20 km to the south and there are many caves in these hills.
AROUND THE WORLD
Thailand
5
places off the tourist map As jade green waters lap against sandy white beaches, the fame of the famed Thailand attracts more and more tourists. While tourists abound Phuket and Bangkok, Ku Sumai and Krabi holding their peace are relatively unexplored gems. TravelScapes lists five places to visit in Thailand before the masses take over. GURPREET K SEKHON
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AROUND THE WORLD
Red Apple Travel Group is one of the best ways to explore Thailand’s best known as well as some quieter destinations. The company offers the best facilities and personalised service, while unobtrusively allowing them to immerse themselves in the beauty of this land of multi-hued seas, emerald forests and a multi-hued culture.
KO KUT One of the last bastions of remote Thai islands, Ko kut is idyllic with soft powdery sand massaging the spaces between toes. Frothy lipped clear water washes coconut palm-lined beaches. City dwellers beware as the island is largely bereft of most urban trappings be it snazzy nightclubs or swanky bars. In exchange, come lazy afternoons on hammocks and an unending supply of fresh coconut water. Water seems to be the universal theme as snorkelling and kayaking are the main activities on the island. A little snobbish in its elite quiet, it is not without reason that Ko Kut has oft been referred to as the perfect Thai island.
KHAO SOK NATIONAL PARK Midway between the Gulf and Andaman coasts, lies what many believe is the world’s oldest rainforest, at a 160 million years. Something out of a Hollywood fantasy film, Thailand’s rainiest spot hosts drizzle sprayed greenery, which shelters creatures big and small. Large mammals to smaller animals, all have their secret hideaways. Adorning the landscape are giant flowers with a diameter of around two and a half feet. As the rains claim their season, out come the boars and the bears, the gaurs and gibbons as well as wild elephants and lone tigers, amongst others. Limestone karsts crane their necks, lording over thick rainsoaked foliage and waterfalls follow various paces down rocky surfaces all one needs to do is choose a dirt trail and follow it into a magic flecked, mystical world.
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AROUND THE WORLD
KO LANTA That the island’s old Malay name literally translated as, “Long Beach Island” bears testimony to the promise it holds. An erstwhile haunt of Scandanavian backpackers, Lanta enjoyed a secluded anonymity for long as the spotlight was on Phuket and Kho Phi Phi. However the miles long streches of sandy beaches have since found their admirers in mostly mid range to luxury Europeans. The mostly flat island has inland mountains blanketed by a thick shroud of green.Then there are the protected mangrove forests and an unspoilt national park. A culture as rich as the topography made up of nomadic sea dwellers and Chinese- Malay muslim communities, of stilted houses, of an east coast that away from the touristy west hosting shrimp farms, fishing villages and a historical town. Here is where real Thailand still lives — breathing and un-touristy-ised.
SURAT THANI Sometimes in the haste of reaching the destination, one misses out on the journey. Such is the fate of Surat Thani, ‘The city of good people.” Mostly a passageway into the more desired islands of the Golf Coast, it has much to offer those who care to pause. The seat of the ancient Indonesian Srivijaya Empire, the city today is a regular working Thai city with a rich taperstry of nature, culture and remanants of history. The west coast is plateaus and forest covered hills that slope down to low river basins of the eastern coast creating river basins that with much spectualarity melt into the ocean. As eyes are satiated, the palate is wooed by the numerous seafood restaurants at par with the finest in Thailand albeit considerably cheaper. Get a cultural fix and some trinklets at the local handicrafts village and folklore museum. For those interested, there is a spattering of colourful Chinese temples.
PHETCHABURI A must stop for the lovers of all things cultural, Phetchaburi is a liberal sprinkling of temples and palaces, is flanked by jungles that enshrine cave shrines and the province has its share of beaches. The best part is the fact that it is laid back and not a touristy United Nations, with different nationalities jostling for shoulder space. There is relieving sleepiness in the relaxed markets and teak shops that rest below the owners’ residence and water front temples. A chronicle of history, the sleepy provincial town has lived through the Khmer, Sukhothai and Ayothaya kingdoms. Called ‘living Ayothaya’ by many, it retains counterparts of many of the relics that are now lost to Ayothaya.
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UPDATE AVIATION
Ministry of Civil Aviation launches DigiYatra To handle customer grievances, in line with PM’s vision to transform nation into a digitally empowered society News Desk
The Ministry of Civil Aviation is adding a Digital experience for Air Travellers through DigiYatra Platform. The ‘DigiYatra’ is an industry-led initiative co-ordinated by the Ministry in line with the Prime Minister - Narendra Modi’s Digital India’s vision to transform the nation into a digitally empowered society. This follows Air Sewa which brings together all the stakeholders on a common platform for handling customer grievances and disseminating real-time data. The Union Minister for Civil Aviation - P Ashok Gajapathi Raju expressed hope that ‘DigiYatra’ initiative will transform the flying experience for passengers and position Indian Aviation amongst the most innovative air networks in the world. The Minister of State for Civil Aviation - Jayant Sinha launched the report on ‘DigiYatra’. Sinha also briefed the media about the ‘DigiYatra’ initiative of the Ministry. He said that ‘DigiYatra’ initiative aims to bring together entire industry to develop a digital ecosystem that will deliver Indian customers a seamless, consistent and
paperless service experience at every touch point of their journey. Sinha added that the Ministry created a Technical Committee comprising industry stakeholders which will submit its recommendations in 30 days. These propositions would be open for public comments and discussions for another 30 days. These would then be translated into a time-bound action plan.
SpiceJet launches operations under UDAN scheme Two new daily direct flights on Mumbai-PorbandarMumbai and Mumbai-Kandla-Mumbai routes News Desk
SpiceJet recently launched its operations under the UDAN (Ude Desh ka Aam Naagrik) scheme. The airline announced the launch of two new daily direct flights on the routes of Mumbai-Porbandar-Mumbai and Mumbai-Kandla-Mumbai effective July 10, 2017. SpiceJet was awarded six proposals and eleven routes under the first phase of the Regional Connectivity Scheme (RCS). Out of the six proposals, four will cater to unserved markets of Adampur, Kandla, Puducherry and Jaisalmer whereas two will be for underserved markets of Porbandar and Kanpur. On the occasion, Ajay Singh, CMD, SpiceJet said, “I am delighted that SpiceJet is helping realise Prime Minister Narendra Modi’s vision of ensuring that every Indian can fly. UDAN is a grand scheme and we are
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GoAir strengthens connectivity on Delhi, Patna and Ahmedabad route GoAir recently expanded its operations to Patna with the launch of their fourth daily flight between Delhi and Patna, with effect from June 11, 2017. The launch of this additional daily service between Patna and Delhi aims at strengthening GoAir’s extensive network of flights to Patna and will also benefit the large number of passengers travelling from Patna to Delhi further bolstering the airline’s already extensive network. The carrier also announced the launch of three daily direct flights between Ahmedabad and Delhi on June 11. Business travellers will now get an effective same day connectivity between these two important cities with effect from June 11, 2017 and a third daily direct flight is also be operational with effect from June 16, 2017. The new routes aim at connecting Ahmedabad directly to India’s capital city thereby providing passengers an additional option in planning their travel with an added benefit of a same day return option.
Rs 297 crore profit for Air India Express proud to be amongst the pacesetters for the scheme. It has been our constant endeavour to enable the common man to fly since we began operations 12 years back. We will connect many more small towns and cities in times to come. ” The airline will also be operating a daily direct flight on the Mumbai-Kandla route departing from Mumbai at 1.05 pm, whereas the flight on the Kandla-Mumbai route will depart at 3.10 pm.
Air India Express reported net profit of Rs 296.7 crore for 2016-17, helped primarily by higher revenues and reduced costs. This was however a net profit fall from Rs 361.68 crore in the financial year ended March 2016. Air India Express’ remaining profitable assumes significance amid the government looking at various options, including possible privatisation, to revive debt-laden Air India.
EVENTS & GALLERIES
Country Inn Mysore celebrates World Environment Week
MATTA & Tourism Malaysia host road show
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EVENTS & GALLERIES
“TITANZ” presents “WINGS” — A learning, knowledge and networking seminar for Travel Industry
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UPDATE APPOINTMENTS
Nitin Gadre After the recent transfer of several IAS officers in Maharashtra, Nitin Gadre (IAS 1989 batch) who was Enquiry Officer at General Administration Department has now been posted as Principal Secretary, Tourism and Culture, according to a report. Valsa Nair Singh, (IAS 1991 batch), Principal Secretary Tourism and Culture, has been appointed the Principal Secretary, Enquiry Officer, GAD, Civil Aviation and Excise.
Rohit Dar Rohit Dar has been appointed the General Manager of The Westin Hyderabad Mindspace, India. Prior to joining The Westin Hyderabad Mindspace, he was the General Manager at Jaipur Marriott. Dar has over two decades of experience in the hospitality industry. At The Westin Hyderabad Mindspace, his key responsibilities include overseeing the hotel operations, development and implementation of marketing and operational plans, budget and goal programs and maintaining excellent relationships with the stakeholders.
Rakesh Bhandari
Nupur Dhandharia Mishra Outbound Marketing announces the appointment of Nupur Dhandharia Mishra as Associate Director Sales Corinthia Hotels — Pan India and a shared sales resource for The Meydan Hotel and Bab Al Shams Desert Resort & Spa Southern & Western India. A commerce graduate with IATA certification, she has 10 years plus experience in product sales – hotels and holidays – with Imagica, Travelguru.com and Ezeego 1.
Ramandeep Marwah Ramandeep Marwah has been appointed as the General Manager of JW Marriott Mussoorie Walnut Grove Resort and Spa, Marriott India’s first JW Marriott resort. He takes over his latest mandate effective May 2017 as a progression from being a Director of Operations at the JW Marriott Pune. With 17 years of experience in the hospitality industry, he is adept at heading all departments of the hotel.
Puneet Kahlon Outbound Marketing announces the appointment of Puneet Kahlon as Senior Manager PR & Marketing. A graduate in Economics and a post graduate in English, she has over 10 years of work experience in content development and human resource management. She will be responsible for conceptualising and executing marketing strategies, and managing advertisements, promotions and media relations.
Suman Dutta Suman Dutta Sharma has been appointed as the General Manager at Hyatt Amritsar. Starting his career with Choice Hotels International, he has worked in various capacities with brands like Starwood (now Marriott International), Hyatt, The Leela Palaces, Hotels & Resorts and Taj Group of Hotels. His last assignment was as General Manager of Taj Malabar Cochin in India followed by a stint with Columbia Asia responsible for the support functions operations in India, as VP, support services.
Kamal Deep Sharma Kamal Deep Sharma has been appointed the Director of Sales & Marketing at Hyatt Pune Kalyani Nagar. Sharma possesses experience with more than 26 years of hospitality industry experience. He has earlier worked with luxury and business hotels including Taj Group of Hotels, Radisson Blu, The Park hotel and has been with Hyatt since 2013. Sharma will be leading the Sales & Marketing team at Hyatt Pune in his new role.
Rohit Srivastava Rohit Srivastava is appointed the Director of Food & Beverage for Hyatt Regency Delhi. With 14 years of experience in hospitality industry, Rohit has worked with The Oberoi Rajvilas at various positions and is with Hyatt Regency Delhi since nine years. He will leverage and enhance the ongoing and future work of the company as Director of Food & Beverage at Hyatt Regency, Delhi.
58 travelscapesonline.com
july 2017
Outbound Marketing announces the appointment of Rakesh Bhandari as Associate Director Sales, India for SunLux Collection by Sun International. Rakesh has been with Outbound Marketing handling ACCOR hotels sales distribution for four years. A graduate in Hotel Management and a post graduate in Business Administration, Rakesh is a hard core sales person with a track record of achieving high sales targets.
RNI No. - DELENG/2013/48401 • Licence No. : F.2(T-3) 2013 • Posting Dt. 9-10/07/2017 Place of Posting: NIEHOND 110028 • Reg. No. - DL(W)10/2208/2016-2018 • Date of publication 3-4/07/2017