Hotel Business Review ( Jan-Feb 2016) by Hammer Publishers Pvt. Ltd

Visit us at AAHAR 2016 Hall No.: 4, Stall No. 13A

Jan-Feb ’16

Editorial

Hotel Business Review

HOTEL B u s i n e s s

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

Publisher cum Editor

Rajneesh Sharma

rajneeshhammer@gmail.com

Associate Editor

Swarnendu Biswas Resident Editor

Sharmila Chand (Delhi) Ashok Malkani (Mumbai) Layout & Design

Hari Kumar V Abhishek Singh Rathore Production Assistant

Mamta Sharma

Advertising Sales

Delhi: Debabrata Nath, Sumesh Sharma Director Sales

Sanjay Anand Mobile: +91 9811136837 Director Operations & Finance

Rajat Taneja Mobile: +91 9810315463

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E-mail: info@hammer.co.in © 2016 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028. Annual Subscription rate within India is Rs. 450 and overseas US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 overseas. Cheques are payable to Hammer Publishers Pvt. Ltd. Editorial Policy : Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.

Jan-Feb ’16

With the impressive growth of the business travel to and within India during the recent years, the demand for serviced apartments in the country is expected to grow. In fact, one can say that the popularity of serviced apartments is growing in India. As the trend gains momentum, we can expect to see not only more stand-alone serviced apartments, but serviced apartments attached to hotels, mushrooming across not only metros but also in tier-II and tier-III cities of India. Now in the Indian hospitality industry, several hotel chains are offering a section of their property as serviced residences, and it can be expected that the industry would see not only a continuation but also escalation of this trend in the near future. The possibility of serviced apartments giving stiff competition to business hotels without serviced apartments is very much a possibility in the realm of Indian hospitality industry, in the near future. In this issue, we have covered the cause behind the demand for serviced apartments in India, and also the range of services provided at some of the classy serviced apartment facilities in the country, which can be of interest to our readers. The role of information technology and mobile technology in today’s hotel industry is quite difficult to over emphasise. Technology today is not only facilitating operations and saving on labour costs in hotels, and not only indirectly contributing towards hotels’ revenues, but is directly contributing towards guest satisfaction in hotels. Today cloud computing is an important tool in the hands of hotels to reduce cost of operations, and Wi-Fi and social media are crucial routes to enhance guest experiences and framing marketing strategy for hotels. In the near future, technology is expected to play an even more significant role in providing tailored personalised experiences to the hotels’ guests. In our Business Story, we have attempted to evaluate the ever growing trend of usage of sophisticated new-age technologies in India’s hospitality industry. Nowadays more numbers of Indians are seeking to go beyond the traditional packaged tours and/or yearly visits to home towns, and many of them are also opting for adventure tourism to satiate their latent adventurous spirit. However, though adventure tourism has become a perceptible market niche in India’s tourism industry, but the present size of the adventure tourism market in India is nowhere near India’s massive potential for adventure tourism. The hospitality infrastructure in India that is ideally suited for adventure tourism also needs much more diversity and innovation in India, if the country and its hospitality industry endeavours to fully tap India’s potential for adventure tourism. The Feature section of the issue suggests some pragmatic measures to give adventure tourism in India more momentum and also points out some highly innovative adventure tourism hospitality options in the west, which can inspire our hospitality industry to think out of the box, and eventually develop many more numbers of amazing adventure tourism resorts, in the years ahead. These are only some of the relevant topics of interest for the Indian hospitality industry that we have attempted to cover in this issue. The insight and perspective of our features are, as usual, complemented by the rich information base of our News, Report and Events section. I hope our esteemed readers would enjoy reading the issue as much as we have enjoyed developing it. I am herewith ending my note while wishing an extremely successful Aahar 2016, where I am looking forward to meet and interact with you all.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

COVER STORY

The concept of serviced apartments made foray as a happening business reality in India a decade ago, and this reality is now gaining popularity in India’s hospitality industry. Serviced apartments is now an important sub-segment of the Indian hospitality industry.

BUSINESS

Information technology is constantly changing the people’s perception about travel and hospitality. From reservation to checkout, technology is facilitating communication and streamlining the entire guest experience in hotels.

PROPERTY

PROFILE

Ranbanka Palace, the magnificent sandstone building, was built for the erstwhile Maharajadhiraj of Jodhpur, Sir Ajit Singhji, the younger brother of Maharaja Umaid Singh. It has been conserved as the palace-hotel in such a way that it does not compromise on the building’s regal legacy.

Now in the aftermath of recession, when the Indian hospitality industry is going through a recovery phase, the trend of budget hotels seems to be going through a boom of sorts. Budget hotels in the country are also getting standardised.

FEATURE

India’s bounty of diverse natural splendours can make it one of the most sought after destinations for adventure tourists.

SPA

Nestled against a vertical drop on the hillside, the Cedar Spa by L’Occitane at the JW Marriott Mussoorie Walnut Grove Resort & Spa is spread over 5500 sq. ft. comprising five treatment rooms, including two couple therapy suites.

F&B

Experts predict that new trends like power bowls (a bowl full of food that charges you up) and spiralized vegetables (vegetables that are cut using spiralizing machines to avoid chopping) will also make a mark in 2016. Soups will be more than just appetisers this year.

departments 04 Event 08

News Scan

22 Appointment 24 Report 52 IAQ 62

Product Preview

Business Opportunity

64 Interview

Cover Pix: Ranbanka Palace, Jodhpur

Jan-Feb ’16

Event

Hotel Business Review

25th HOTELEX Shanghai

Will Present a Galore of Exciting Competitions

he 25th HOTELEX Shanghai, with an exhibition area exceeding 200,000 square meters, will take place at Shanghai New International Expo Center, in Shanghai, China, during 29th March – 1st April 2016. The trade show will cover fifteen sectors, which are Catering Equipment & Supply, Tableware, Textile, Appliances & Amenities, IT & Security, Fitness & Leisure, Food & Beverage, Coffees &Teas, Baked Goods & Ice Cream, Wines & Spirits, Hotel Design, Hotel Construction, Hotel Engineering, Hotel Furniture and Hotel Cleaning. The forthcoming event is expected to serve as a one-stop procurement platform for hospitality and foodservice providers. Compared to its previous edition of the event, HOTELEX Shanghai 2015 did set a record both in terms of the number of exhibitors as well as in terms of the number of attendees who listed their job as purchaser. Attendees’ number at HOTELEX Shanghai 2015 reached to 96,508, which was an 18.3 percent increase over the number of attendees in the 2014 edition of the show. This year’s edition of the event is expected to attract nearly 2,500 premium suppliers in the hospitality and foodservice sectors from both within China and around the world. Apart from the regularly scheduled exhibition events, HOTELEX plans to roll out several new and innovative events in the form of onsite competitions and forums, offering on-site interactive programs replete

Jan-Feb ’16

with the most authoritative and up-todate industry information, and contests focused on quality; pitting hospitability and foodservice industry experts and buyers against each other. HOTELEX not only focuses on the expo venue itself, but also is seeking to become the vehicle for the development and implementation of the central kitchen model across China. The Central Kitchen Competitive Products Pavilion, one of the debut Competitive Products Pavilions, will showcase hi-tech restaurant and kitchen equipment from domestic and international manufacturers, unveiling new concepts for central kitchens. It is worth noting that six world class coffee competitions are scheduled to be held during HOTELEX Shanghai 2016, covering coffee preparation art forms including latte preparation, coffee roasting, coffee tasting and the mixing of alcoholic coffee drinks, which are expected to greatly enrich the competition’s experience. The finals of these four competitions will bring the world’s leading coffee makers together. Champions from the 50 member states of World Coffee Events (WCE) will compete for the final championship. No wonder, the number of visitors to the 2016 event is expected to break the 100,000 mark. At same time, HOTELEX Shanghai 2016 will continue to organise WCE ALL STAR - all stars in the coffee community. Preparation for the current session is in full swing. The event is expected to give the audience a

world class performance and a unique coffee experience. International coffee masters are certain to once again impress visitors’ taste buds. Besides the coffee-themed events, several other top-class professional competitions and high-end displays are scheduled for the HOTELEX Shanghai 2016. Competitors in many other events at HOTELEX Shanghai 2016 would also have the opportunity to display their skills with an impressive lineup of contests, which include Shanghai International Pizza Master Competition 2016, the 4th Shanghai International Hand-made Ice Cream, ‘I’m a Chef’ China Bakery Master Championship 2016, the Star Hotel Buffet Display Competition, 2016 HOTELEX “Star of Tomorrow” Cooking Contest, the 3rd Shanghai International Fashion Drinks Competition, China International Master Bartender Competition 2016, Creative Hotel Uniform 2016, a demonstration of how to make Italian gelato by hand, Hotel Plus’s Hotel Mock-Up Room Appraisal and numerous other competitions and displays about hospitability and foodservice. Last year, the trade show organisers rolled out the provision to register for the show either through online or offline. The availability of the two channels for completing the registration process remains in place for the 25th HOTELEX Shanghai too. Online pre-registration includes preregistration at the official website. The attendees have the choice of registering offline at the site of the exhibition.

Jan-Feb ’16

Event

Hotel Business Review

Welcoming Aahar 2016 Aahar, the international food & hospitality fair, will be taking place at its regular venue of Pragati Maidan, New Delhi. This would be the 31st edition of Aahar. Aahar is regarded as the largest trade fair in the food & hospitality sector in India. The mega show for the food & beverage and hospitality industry

Processing Industries (Govt. of India), Agricultural and Processed Food Products Export Development Authority (APEDA), Association of Resource Companies for the Hospitality Industry of India (ARCHII), Hotel & Restaurant Equipment Manufacturers’ Association of India (HOTREMAI), All India Food Processors’ Association (AIFPA), Food and Hospitality Support Association of India (FHSAI) and Forum of Indian Food Importers (FIFI). For the Aahar 2016 new & young entrepreneurs from India are being offered booths at 50 percent rebate, in accordance with the T&Cs. For the forthcoming edition of Aahar, there is an

EVENTS’ CALENDER Aahar 2016 15-19 March 2016 Pragati Maidan, New Delhi http://www.aaharinternationalfair.com EDT Expo 2016 23-26 March 2016 Istanbul, Turkey http://www.cnredtexpo.com HOTELEX 2016 29 March -1 April 2016 Shanghai New International Exhibition Center, China http://www.hotelex.cn/ Expo GastroPan 2016 7-9 April 2016 President Expo centre, Targu Mures, Romania http://www.gastropan.com/ FHA 2016 12-15 April 2016 Singapore Expo, Singapore www.foodnhotelasia.com ANUFOOD Eurasia 2016 14-16 April 2016 Tüyap Exhibition Center, Istanbul, Turkey http://www.anufoodeurasia.com Alimentaria 2016 25-28 April 2016 Fira de Barcelona, Spain www.alimentaria-bcn.com

would be taking place during 15th-19th March 2016. The event would be meant exclusively for the business visitors during 10.00 am - 6.00 pm on all the five days, and would be open for the general public during 2.00 pm- 6.00 pm on 19th March. Aahar 2016 will be demarcated into two separate but concurrent exhibitions. They are ‘Hospitality India’ covering hotel & restaurant equipment and supplies, and ‘Food India’ covering food, processed food & beverage products. The event will be spread across halls 2, 4, 5, 6, 7, 8, 9, 10, 11, 12, 12A, 14, 15 & 18. Aahar 2016 will be organised by India Trade Promotion Organisation(ITPO), and will be supported by Ministry of Food

Jan-Feb ’16

increase in exhibition area to meet the overwhelming demand of applicants. There will also be match-making services to facilitate efficient interaction between buyers & exhibitors at Aahar 2016. Besides facilitating business, Aahar as a platform provides great opportunity for the food & beverage and hospitality industry players to disseminate/gather relevant information and gauge trends, that can greatly benefit many participants. Aahar 2015 attracted 872 exhibitors from 22 countries and 44,665 visitors. The forthcoming edition of the show is expected to improve upon this already impressive performance. Overall, Aahar 2016 is a much awaited show for the food & beverage and hospitality industry.

SIAL China 2016 5-7 May 2016 Shanghai New International Exhibition Center, Shanghai,China www.sialchina.com Travel Catering Expo 2016 9-11 May 2016 DICEC, Dubai http://www.travelcateringexpo.com/ Thaifex — World of Food Asia 2016 25-29 May 2016 Impact Challenger & Exhibition Center, Thailand www.worldoffoodasia.com

Contact: - Mr. Arun (09313058240), Mr. Rajesh Khajuria (08376906734)

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Hotel Business Review

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ICRA’s Findings for the Indian Hotel Industry

A Coveted Honour for Umaid Bhawan Palace

ICRA’s findings for the Indian hotel industry has estimated that the pan India average room rates (ARR) to remain flat for 2015-16. According to ICRA, the room inventory in the premium category is estimated to increase by 8 percent for 2015-16 as compared to 4 percent during 2014-15. ICRA has also estimated that foreign tourist arrivals to India slowed down to 4.4 percent during the calendar year 2015. It was 7.1 percent during 2014. Further, the per capita dollar spend by tourists in India declined sharply in 2015 after remaining stagnant for three years. Moreover, given the muted global economic outlook, ICRA has predicted that the FTA growth for CY2016 is also expected to be subdued. Domestic travel in India, going by domestic airline Revenue Passenger Kilometre (RPKM) trends, exhibited strong growth during the past 12 months indicating improving consumer confidence. The Indian hotel industry’s revenues is estimated to grow by 9-11 percent during 2016-17.

Umaid Bhawan Palace in Jodhpur has been awarded the World’s Best Hotel — 2016 in the Trip Advisor’s 2016 Travellers’ Choice Awards. Trip Advisor ranked Umaid Bhawan Palace as No.1 on its Travellers’ Choice list. According to a press

Jan-Feb ’16

release, this is the first time that an Indian hotel has achieved this distinction. The hotel is managed by Taj Hotels Resorts and Palaces. Perched high above the Blue City of Jodhpur, Umaid Bhawan Palace is set amidst 26 acres of lush gardens. This golden-yellow sandstone palace was conceived on grand scale, and was designed in the art-deco style. The 347-room palace was completed in 1943, after 15 years in construction process. The palace has served as the principal residence of the Jodhpur royal family since. It is widely believed that Umaid Bhawan Palace is probably the last great palace built in India. Designed by renowned Edwardian architect Henry Lanchester, the palace is a blend of eastern and western architectural influences. Its majestic 105 -foot high cupola is influenced by the Renaissance, while the towers draw inspiration from Rajput tradition. The lavish interiors with gilt furniture and elegant artwork follow the art-deco style, complemented by the exotic murals of the Polish artist Stefan Norblin. Umaid Bhawan Palace has its own private museum, an array of regal suites, two restaurants and a bar, a majestic neo-classical ballroom, a wellstocked library, choice of lounges, one outdoor pool along with an indoor romantic zodiac pool, squash courts, tennis courts, and a holistic spa providing rejuvenation for body, mind and soul. For this year’s edition, Trip Advisor’s Travellers’ Choice awards featured 113 Indian hotels on its list.

Jan-Feb ’16

Hotel Business Review

SAMHI Hotels Acquires Hyatt Regency Pune Gurgaon-based SAMHI Hotels Pvt. Ltd. has bought Hyatt Regency Pune from Ascent Hotels. The estimated sum for the deal, according to industry experts, is to the tune of Rs. 350 crore. The fund for the acquisition will comprise both debt and equity. The five-star hotel comprises 222 rooms and 102 fully serviced luxury apartments. This acquisition will be SAMHI’s third hotel in Pune. It already has two Formule1 branded hotels in its ambit. However, according to Ashish Jakhanwala, the Founder and CEO of SAMHI, the property will continue to be managed by Hyatt Hotels. SAMHI Hotels has 10 hotel projects in the pipeline, which are expected to become realities in the forthcoming 12 to 18 months. With this expansion, SAMHI Hotels’ nationwide portfolio would expand to 26 hotels with 3,900 rooms. This expansion will make the company have its presence in 12 cities of the country, which will be spread across five brands.

meet us at Aahar 2016 Hall No. 4 Stall No. 3-11B

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Sinclairs Tourist Resort Burdwan Comes Up Sinclairs Hotels & Resorts has introduced Sinclairs Tourist Resort Burdwan, the seventh property in the Sinclairs chain. Out of the seven properties of the hospitality chain, five are in West Bengal. Located on the Golden Quadrilateral NH-2, the resort is spread over nearly four acres of land. The resort is an ideal

getaway for those visiting Burdwan, Santiniketan and Durgapur. Burdwan and Durgapur are important cities of West Bengal, whereas Santiniketan in West Bengal is a place of considerable tourism interest. At Santiniketan, Tagore did set up his innovative school, which was later expanded to a university. The resort has 19 luxury rooms and a Maharaja suite. Other facilities include a fitness center, yoga room, swimming pool, squash court, badminton court, playzone and a reading lounge. There are a number of options for food and beverages at the newly opened resort. They include Palm Terrace, which is a multicuisine restaurant with an outdoor seating; Saffron, a fine dining Indian specialty restaurant; and O3, a lounge bar serving a variety of drinks. Gardenia is a fast food cafe, good for a quick bite. A defining feature of the hospitality property is the large banqueting and conferencing facilities. Banquet hall Regal l & II together with the adjoining lawns can host parties for up to 2,000 persons. The resort is fast emerging as a popular banqueting and wedding venue.

Pay What You Want Campaign AccorHotels has introduced an innovative online campaign titled ‘Pay What You Want’ for its economy hotel ibis Chennai City Centre, which is the third property of AccorHotels in Chennai. The hotel comprising 155 rooms and two food & beverage outlets is a short drive from the Chennai airport and is in vicinity to many shopping and entertainment options of the metro. Under the campaign, guests can have the discretion to pay whatever they prefer for their stay at the hotel, with the standard tariff of the hotel as reference. The campaign is valid for one night’s stay and during 1st February 2016- 29th February 2016. 10

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Hotel Business Review

SAMHI Hotels Receives Huge Funding From Goldman Sachs SAMHI Hotels Pvt. Ltd. has received a funding of Rs. 441 crores from Goldman Sachs (NYSE: GS), a leading global investment bank. SAMHI Hotels will utilise the funds to expand its footprint through acquisitions across India. Established in 2011, SAMHI Hotels specialises in development, acquisition and ownership of branded hotels which are located in prime markets and locations throughout India. Ashish Jakhanwala, Founder & CEO of SAMHI Hotels, said, “This investment from Goldman Sachs, an experienced investor in India, will accelerate our firm’s platform across the country and catalyse further acquisition-led growth.” Sonjoy Chatterjee, Chairman of Goldman Sachs India, said, “On the back of reform momentum, India is witnessing a steady recovery in economic activity; driven by domestic demand. We anticipate this to lead to an upturn in the hotel sector. This investment is consistent with our strategy to invest in sectors and infrastructure that assist in the continued growth and development of India.”

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Meetings in the Night In an endeavour to bring in more revenues from MICE, Sofitel Mumbai BKC will now have its banqueting spaces open through the night, for corporates. Under this offer, the companies can host meetings between 12 pm-6am at the hotel’s banqueting spaces, which will save up to 40 percent on cost of the meetings as compared to having meetings at the hotel

during the day. It is an innovative step for a luxury hotel in the Indian hotel industry. According to Biswajit Chakraborty, General Manager, Sofitel Mumbai BKC, this concept will help corporate guests to connect with the Pacific Time Zone at convenient hours. This measure can enhance the revenues of the hotel and save cost of its MICE guests at the same time.

Keys Hotels Partners With Paytm Wallet to Boost its Online Bookings Berggruen Hotels Pvt. Ltd., a chain of business and leisure hotels which operates with the brand name of Keys Hotels in India, has recently announced its association with the mobile commerce platform, Paytm wallet, as its partner. The partnership will enable customers of Keys Hotels to manage their bookings & payments across the Keys Hotels’ brands, using Paytm. The customers can use this facility for all the brands under the network of Berggruen Hotels umbrella namely Keys Prima, Keys Hotels & Keys Lite. This measure is an endeavour to give a fillip to the online bookings of the hotel chain. Presently, the hotel chain garners 20-25 percent of its bookings through its online platform, and this association is expected to further push the online bookings for the hotel chain. “At Keys, we aim at consistently delighting our customers by providing the options to choose at every touch point in his/ her journey with the Keys brand. Our association with Paytm is yet another humble attempt to bring smiles to our customers by providing swift & easy new-age payment option. With the association of both brands, we hope to exceed & do exemplarily well, thereby exceeding customer expectations.,” said Vikas Chadha, Executive Director and Chief Financial Officer, Keys Hotels. 12

Jan-Feb ’16

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Hotel Business Review

QiK Stay in Mumbai Delhi-based hotel branding start-up, QiK Stay has entered Mumbai’s market with the launch of its operations in the city. QiK Stay serves as a convenient and cost-effective method for booking premium hotels across India, and has already launched its website and mobile app. Qik Stay (formerly ZOZO STAY), was founded in June 2015 by Jasveer Singh. Qik Rooms Pvt. Ltd., the company behind the affordable luxury hotel branding chain QiK Stay, received seed funding of $250,000 from venture capital firm I.D. Enablers Pvt. Ltd. “We want to provide premium quality hotels at affordable prices, thereby giving the customers a unique standardized experience and ease of booking. We handpick premium hotels at prime locations, only if they fulfill our criteria checklist. This will not only help us eventually grow as a trusted service provider, but will also let the customers make a trouble-free and informed choice,” affirmed Jasveer Singh, the CEO and Founder of QiK Stay. Currently, QiK Stay has its operations in more than 45 cities including major commercial and tourist cities like Delhi, Gurgaon, Bangalore, Chandigarh, Jaipur, and Shimla among others, where it has partnered with over 125 hotels.

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Craft House Awarded Craft House, whose outlets are located at The Metropolitan Hotel & Spa, New Delhi and at International Departure T3 at Indira Gandhi International Airport (IGIA), New Delhi, has been awarded with the prestigious ‘Best Travel Retail Store’ award at the India Travel Awards. India Travel Awards presents a national platform, and recognises those behind the success of the Indian travel and hospitality industry. These awards are supported by the Ministry of Tourism, Government of India and esteemed trade bodies like IATO, WTTCII, PATA, ADTOI and OTOAI. Craft House represents two luxury lifestyle store. The outlet of Craft House at The Metropolitan Hotel & Spa, New Delhi is spread across 4000 sq.ft. Craft House houses a range of teas hand-picked fresh from the tea gardens in Darjeeling and Assam; hand-woven Shahmina and Pashmina shawls; lifestyle products such as home décor range, and objet d’art; merchandise made from silk and other fine materials such as scarves, ties, and accessories like bags, footwear and clothing; exquisite designer jewellery consisting of precious and semiprecious jewels set in gold and silver among its impressive product range. Craft House’s luxury lifestyle products are hand-crafted by Indian artisans and craftsmen.

Treebo Hotels Expands its Presence to Kolkata and Pune Treebo Hotels, a Benguluru-based chain of hotels, has expanded its operations to Pune and Kolkata. It has recently launched a property in each of these cities, and with this expansion, the hotel chain now has 52 hotels across 11 cities within its network. The hotel chain already has presence in Delhi, Gurgaon, Chennai, Hyderabad, Bangalore and Mumbai. “Expanding into Pune and Kolkata is an important milestone for us as these are important travel destinations for both business and leisure travellers. Furthermore, they will also act as hubs for us to extend our presence to the tier- II and tier -III cities in the western and eastern regions of the country,” Sidharth Gupta, the Co-founder of Treebo said in a press statement. Treebo Hotels was launched only in June 2015. The company envisages to expand to new places and also to areas where it already has presence, and achieve a network of 10,000 rooms in 20 cities by the end of this year.

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Hotel Business Review

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The Leela Palaces Hotels and Resorts Awarded at TripAdvisor Travellers’ Choice Awards The Leela Palaces Hotels and Resorts has bagged top rankings in TripAdvisor’s 2016 Travellers’ Choice awards for hotels. The Leela Palace New Delhi is named amongst ‘Top 25 Hotels in India,’ ‘Top 25 Luxury Hotels in India’ and ‘Top 25 Hotels for Service in India.’ The Leela Palace Udaipur is named amongst the ‘Top 25 Luxury Hotels in India.’ These awards are determined on basis of the millions of reviews and opinions collected in a single year by TripAdvisor, from travellers worldwide. The hallmarks of Travellers’ Choice winners are remarkable service, quality and value. Commenting on the accolades, Rajiv Kaul, President, The Leela Palaces Hotels and Resorts said, “We are delighted to have The Leela Palace New Delhi and The Leela Palace Udaipur rated among the India’s best luxury properties, based on the opinions of true experts – global travellers who share

Jan-Feb ’16

their unbiased reviews on TripAdvisor. We deeply thank our guests for recognising us with their highest ratings, which is their appreciation of the inimitable Leela service delivered by our dynamic service team; who are dedicated to going above and beyond to deliver heartfelt and memorable experiences to our guests.” While talking about the award, Rajesh Namby, General Manager, The Leela Palace Udaipur said, “This accolade belongs to the team of The Leela Palace Udaipur who takes great pride in creating memorable experiences in this stunning modern palace. We delight in providing our business and leisure guests with a royal experience inspired by the rich heritage of Rajasthan, and we would like to thank our much valued guests for this honour.”

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Hotel Business Review

Lords Hotels & Resorts Enters J&K Lords Hotels & Resorts, a premier mid hotel chain, has announced the launch of a new property in its network, in Jammu. Named Lords Inn, Jammu, this newly launched hotel, according to a press release, offers all the luxuries associated with star hotels at budget property prices. The hotel is built to cater to business, pilgrim and leisure travellers. Centrally located at BC Road, the 33-room hotel is the first property under the brand of Lords Hotels & Resorts in Jammu & Kashmir. The hotel, owned by Grand Plaza Hotel Pvt. Ltd., offers rooms designed to suit the needs of both domestic & international travellers alike. According to Rishi Puri, Vice President, Lords Hotels & Resorts, “Jammu is referred to as the winter capital of Jammu and Kashmir and therefore it is a major business hub of the state. Besides because of strategic location, it acts as a base for those on pilgrimage to Vaishno Devi and other religious yatras. Though Jammu has a good number of hotels but quality mid-hotel segment is kind of underrepresented here and that is where Lords Inn, Jammu will fill in the gap.” The hotel’s facilities include 33 well-furnished rooms including suites, business centre with round the clock high speed Wi-Fi facility, in-house laundry, and a banquet with a

capacity for 50 persons among others. The rooms have mini bar, tea/coffee maker, 24 hour room service, valet service and for medical emergency doctor on call. The hospitality property’s dining options include the multicuisine restaurant Blue Coriander. The restaurant offers dishes from different Indian and continental cuisines. It is an exclusive all day dinning option, where you can choose from a buffet breakfast, lunch & dinner or a la-carte. There is also a roof-top restaurant named Lime Tree. Completing the F&B experience at the hotel is Distil — the stylish lounge bar. Here it deserves a mention that the Lords Hotels & Resorts presently owns or manages 24 hotels(including the Jammu property) in various cities across India, and operates under four brands viz Plaza, Inn, Eco Inn & Resorts, to suit the needs of wide and varied guests.

Five ITDC Run Hotels Shortlisted for Disinvestment Five of the hotels run by the India Tourism Development Corporation Limited has been earmarked by the Union Government for privatisation. These five hotels include The Janpath Hotel, New Delhi. The other properties which are slated for disinvestment are Hotel Patliputra Ashok; Hotel Bharatpur Ashok and property at Kosi; Hotel Donyi Polo Ashok and Hotel Pondicherry Ashok. Presently, ITDC, a public sector unit under the tourism ministry, runs 16 hotels in the country. ITDC run hotels are present in Delhi Jammu, Ranchi, Puri, Bhubaneswar, Patna, Pondicherry, Bharatpur, Bhopal, Jaipur, Guwahati, Mysore and Itanagar. During NDA government’s stint at the Centre between1999 and 2004, 18 ITDC hotels were divested, which brought down the number of state run hotels in the country from 34 to 16. 18

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Hotel Business Review

The Pride Group of Hotels Launches its First Upscale Hotel in Delhi The Pride Group of Hotels recently launched its first upscale hotel, the Pride Plaza Hotel Aerocity, at Aerocity in the capital. The hotel is located in close proximity to Gurgaon. Here it deserves a mention that Pride Hotels is a chain of hotels which has presence in Pune, Nagpur, Ahmedabad, Bangalore, Chennai, Kolkata, Delhi, Goa, Dharamshala, Jaipur and Vadodara. Nitin Gadkari, the Minister of Road Transport & Highways and Shipping, and Vijay Sampla, the Minister of State for Social Justice and Empowerment, inaugurated the hotel. The launch party had an esteemed guest list. Within its majestic façade, the hotel boasts of an elegant spread of 385

exquisite rooms and suites, five stateof-the-art banquet halls, eclectic dining venues, an outdoor swimming pool, fitness center and ORA spa. The restaurants at the hotel includes all day dining restaurant named Café Pride and the Pan-Asian restaurant named Oriental Spice. The Deli counter – Mr. Confectioner — offers an assortment of confectionaries and bakery products. Imprinted with alluring décor, the lounge bar named Stallion can facilitate one to unwind after a long day with invigorating cocktails, mocktails and other classy beverages. For tranquility and relaxation, one can head to ORA, the wellness center featuring a fully-equipped fitness center and a relaxing spa. The five-star property can cater to the needs of the leisure and as well as business travellers. Commenting on the grand opening, SP Jain, Managing Director, The Pride Group of Hotels said, “With our in-

depth experience and knowledge in the hospitality sector, we at The Pride Group of Hotels are pleased to venture into a new hospitality segment. This segment is positioned as an upscale brand for business and leisure travellers. We have launched our upscale hotel, Pride Plaza Hotel Aerocity and by the end of 2016 we are looking at expanding the Pride Plaza brand to Ahmedabad and Kolkata. Located in Aerocity and in close proximity to Delhi and Gurgaon, the hotel is one of the most accessible destinations one can choose for lavish amenities & facilities, and for memorable stays, vacations and meetings.”

Recognition for Shangri-la Hotel, Bengaluru Shangri-La Hotel, Bengaluru, developed by Adarsh Realty & Hotel Pvt. Ltd., was recently certified with a gold rating by LEED India New Construction, Indian Green Building Council (IGBC). The hotel is spread over 2.2 acres, and is equipped with energy-efficient mechanical and electrical fixtures, maximised day lighting and passive environmental controls. Here it deserves a mention that the IGBC, part of the Confederation of Indian Industry (CII), offers a wide array of services, which include developing new green building rating programmes, certification services and green building training programmes. Shangri-La Hotel, Bengaluru successfully achieved the green 20

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building standards required for IGBC’s LEED level of certification, under the leadership of Energy and Environment Design for India Green Building Rating System. “We are honoured to receive the LEED Gold Certification from IGBC. From conception, Adarsh Developers, the owners of Shangri-La Hotel, Bengaluru, have set about designing a building that best contributes to good environmental practices. Areas in focus were water and energy efficiencies, atmospheric discharge controls, the use of certified materials, improved indoor air quality and innovation in environmental design,” said Jens Corder, General Manager of ShangriLa Hotel, Bengaluru.

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Appoi ntment

Hotel Business Review

Faisal Nafees Faisal Nafees has taken over as the Director Operations at Hotel The Royal Plaza New Delhi. Faisal has more than 15 years of extensive experience in the hospitality industry. He is a consistent performer with a proven track record of increasing revenues and streamlining workflow. In his current role, he is responsible for developing procedures, business finance, and overseeing the day-to-day operations and operational policies. As an extension of his responsibilities at the property, he also plays a pivotal role in brand management, strategy planning and implementation, business development, corporate communication, event promotions and training & development. In his earlier tenure, he was the Executive Assistant Manager at the same hotel, where he was instrumental in setting up Delhi’s highest lounge and bar - ‘Sky,’ which is a happening party destination. Faisal Nafees has prior experience of working with renowned brands in the hospitality industry, which includes lebua Hotels & Resorts, Wyndham Hotel Group, Radisson, Elevate Nightclub, Taj Hotels Resorts and Palaces, The Park, New Delhi, amongst others.

Aashima Sharma Aashima Sharma has been appointed as the General Manager of Park Hyatt Chennai. Aashima has had a progressive journey with Hyatt, having joined the erstwhile Grand Hyatt Delhi as Business Development Executive, and fast-tracking her trajectory of growth thereafter, from Associate Director of Catering to Director of Catering & Conventions. In 2003, Aashima moved to Grand Hyatt Mumbai in the pre-opening phase as the Director of Catering & Conventions, and after a little over 2 years, she was entrusted with the role of Director of Rooms in the same hotel. Aashima moved to Grand Hyatt Shenzhen during the pre-opening phase as Executive Assistant Manager – Rooms. Aashima joined Sofitel Mumbai BKC in 2010 as Hotel Manager, which was her earlier tenure to her present one.

Sachin Kumar DoubleTree by Hilton Hotel Pune-Chinchwad has appointed Sachin Kumar as its Front Office Manager. Sachin has a work experience of nine years in diverse roles of front office. Sachin began his

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career at Jaypee Palace, Agra where he worked for two years and four months. Later he moved on to The Orchid Hotel, Pune and worked there for seven years. Sachin is proficient in providing efficient guest services and ensuring that all special requests are handled well. Moreover, he has demonstrated the ability to train staff in order to enable them to deliver the type of services that is expected from the front office management staff.

Pankaj Mathur The Pride Group of Hotels has appointed Pankaj Mathur as the General Manager for its first fivestar luxury property, Pride Plaza Hotel Aerocity, New Delhi. Pankaj comes with more than three decades of experience in the hospitality industry and brings with him a wealth of operational & management expertise. Prior to his present tenure, Pankaj successfully rebranded and repositioned two independent hotels, The Suryaa New Delhi at New Friends Colony and The Corinthians Resort & Club, Pune. He has worked for renowned international hotel chains including Starwood, Hyatt & Marriott and was instrumental in opening Four Points by Sheraton Hotel & Serviced Apartments, Pune, which is Starwood’s flagship Four Points in South Asia.

Nitin Kapoor Nitin Kapoor has recently joined Optus Hometel Bhiwadi as the General Manager. He has more than 15 years of experience in the hospitality sector. Prior to this appointment, he worked with Optus Sarovar Premiere, Gurgaon as Executive Assistant Manager. Some of his previous assignments include stints with Crowne Plaza Today Gurgaon, with The Imperial New Delhi and with the Taj Land’s End in Mumbai. Nitin’s areas of expertise include food & beverage service and sales, banquet operations and sales, and customer service among others.

Jan-Feb ’16

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Hotel Business Review

Dual Branded Property of Marriott International Marriott International, Inc. has expanded its brand offering in Bengaluru with the opening of a dual branded property. This dual branded property includes two hotels — Courtyard by Marriott Bengaluru Outer Ring Road, and Fairfield by Marriott Bengaluru Outer Ring Road. Together, they are named as Courtyard by Marriott and Fairfield by Marriott Bengaluru Outer Ring Road. According to a press release, this is Marriott International’s first dual branded property in India. The property is located in Outer Ring Road, which is renowned as the commercial hub for Bengaluru’s leading IT companies. With this development, the Courtyard brand is introduced in Bengaluru for the first time. This is the second Fairfield by Marriott hotel to open in the city, which is in addition to the Fairfield by Marriott at Rajaji Nagar, Bangalore. Speaking on the occasion of the launch, Craig S. Smith, the President and Managing Director of Marriott International, Asia Pacific said, “The business community in South Asia, specifically in India, is growing at an unprecedented rate and this community is looking at lodging options that combine options, comfort and value. To cater to this demand, Marriott International now offers this new property that delivers two different experiences under one roof. We are committed to providing great value to our customers and the opening of our first dual branded complex in India is one of the important steps towards achieving this goal.”

Commenting on the launch, Gaurav Singh, General Manager at Courtyard by Marriott & Fairfield by Marriott Bengaluru Outer Ring Road, said, “By launching a property that includes two of Marriott International’s most renowned hotel brands— Courtyard by Marriott and Fairfield by Marriott — we are catering to the lodging needs of both business and leisure travellers.” Courtyard by Marriott Bengaluru Outer Ring Road has 170 rooms that includes 134 deluxe, 24 executive deluxe rooms and 12 suites. The specialty restaurants at Courtyard by Marriott Bengaluru Outer Ring Road are MoMo Café, an all-day dining restaurant which, according to a press release, offers a gastronomic à la carte and buffet menu featuring fresh ingredients and

international flavours; MoMo 2 Go, which offers ready to eat items, pastries and savories; and the Lobby Bar which provides guests the facility to work during the day and enjoy post-work drinks with friends. Fairfield by Marriott Bengaluru Outer Ring Road comprises 169 guest rooms including 115 deluxe rooms and 54 deluxe pool view rooms. The specialty restaurants at Fairfield by Marriott are Kava, which is an all-day dining restaurant offering sumptuous Indian and international cuisines with three-meal-aday facility featuring both buffet and a la carte options; and Kava The Bar, which is a modern mood bar and lounge that offers freshly brewed coffee during the day and interesting cocktails by evening. Apart from the individual facilities offered by the two hotels, Courtyard by Marriott and Fairfield by Marriott together brings to guests common amenities, which include a luxurious Mediterranean restaurant called BG’s, which offers a splendid ambience that features an indoor and outdoor setting and a magnificent spread of Mediterranean cuisine prepared by a specialty Chef. Guests staying at both hotels also have access to a common Gymnasium / Fitness Center, meeting rooms and swimming pool. Marriott International offers 19 brands globally with nine in Asia-Pacific. The addition of this dual branded property in Bengaluru is expected to enhance Marriott International’s ability to meet the increasing demands for business travellers in the region.

A Tempting Package JW Marriott Mussoorie Walnut Grove Resort & Spa has launched a new offering titled ‘Pay for 02, Stay for 03’, where guests are entitled to a complimentary room night on reservation of two nights along with an exhaustive buffet breakfast at the JW Café of the hotel. The offer also entitles guests to a complimentary body treatment at the renowned Cedar Spa by L’Occitane, housed within the hotel. Furthermore, the five-star luxury resort in Mussoorie has introduced a collection of local experiences to unveil lesser known aspects of

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Mussoorie to the tourists and travellers. Some of these are Corn Village, which entails a sojourn to a local village to experience traditional Garhwal lifestyle, and also to get a feel of the unusual method of storing corn; Sir George Everest Trek, Benog Hill Trek, Dalai Hill Trek and Bird Sanctuary Trail to name a few. For those guests who are seeking an adventurous holiday, the hotel organises

river rafting in the Yamuna and paragliding on request. Families visiting Mussoorie with kids can choose and participate in kids’ friendly initiatives by the resort such as Farming Lessons, Paper Origami, Pot a Plant, Junior Master Chef and Salsa Moves.

Jan-Feb ’16

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Cover Story

In Service to Hospitality Serviced apartments are the demand of our post-modern times. Serviced residences, as a concept, are popular globally for quite some time. A serviced apartment is a fully furnished apartment, which is used by guests for both short-term and long-term stays. They generally are spruced with many of the amenities which one can find in a conventional hotel. Now this demand for serviced apartments in big cities of India is gaining momentum with the growth of the business travel, both within and to India. Here Ashok Malkani explores the growing popularity of serviced apartments in urban India, and also interacts with important personnel associated with some classy serviced apartment facilities in the country to ascertain the growth of this trend in the Indian hospitality industry. 28

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ith the growth of the business travel, the popularity of serviced apartments is expected to increase. This is a sector that is growing rapidly all over the globe as indicated by the 2013-2014 Global Serviced Apartment Report. According to the report, the number of serviced apartments in the world had grown by 80 percent since 2008 to reach about 750,000. India too is not uninfluenced by this trend. The concept of serviced apartments made foray as a happening business reality in India a decade ago, and this reality is now gaining popularity in India’s hospitality industry. Serviced apartments is now an important sub-segment of the Indian hospitality industry. It may be mentioned that when foreign executives began jetting into India in the first flush of liberalisation in the 1990s; promoting joint ventures, setting up their operations, or acquiring a stake in Indian firms, most of them had to stay at five-star hotels, as the concept of serviced apartments had not taken off in the country. Now these executives or their next generation of executives travelling to India for extended business have a much more affordable option, without compromising much on the facilities. They can chose to stay at any of the mushrooming serviced apartments dotting the urban India, depending upon their suitability.

The Need Factor The concept of serviced apartments

probably has its origins in the US and it found its market niche in India by the early twenty-first century, when our economic liberalisation was already more than ten years old. As sizeable numbers of expatriates began to come to India for an extended stay to do their business here, their need for suitable accommodation led to the growing demand for serviced apartments in the country. And this demand is now gaining momentum… The initial growth of serviced apartments in India may be fuelled by the expatriates, but the domestic business travellers of India too have played crucial role in sustaining and even strengthening

this trend. There has been a sharp surge in business travel in India over the last few years with India becoming more integrated with the global economy. With more and more white collared personnel in India going out of their home town to work, the concept of serviced apartments is bound to gain currency in India. And it has. And with the mood of optimism in the economy coming back, serviced residences are seeing an increase in occupancy rates. High flying domestic business travellers coming to a new city for an extended period of stay require classy apartments which can give the facilities of hotel and the comfort of home at the same time. This need has contributed to the demand for serviced apartments in India and around the globe. Serviced apartments are gaining popularity in urban India, among individual and corporate visitors, especially in cities such as Mumbai, Delhi, Bangalore, Hyderabad and Pune. Moreover, staying at five-star or fourstar hotels for long periods can be a costly proposition; even an exorbitant one, particularly if you are accompanied by your family. Serviced apartments offer an affordable alternative. Varun Ajmani — Resident Services Manager, Renaissance Service Apartments, Mumbai endorsed the popular opinion that the demand for

Jan-Feb ’16

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institutions to businessmen.”

Affordable Comfort

Varun Ajmani

serviced apartments was increasing in India. “Service apartments are fast becoming the preferred choice for companies as they seek a secure and convenient accommodation option for their expat workforce. A trusted name such as Marriott adds to the confidence, both in the minds of corporates and the end consumers,” he said. “Today, business travellers are constantly on the lookout for abodes that offer the comfort of home in a luxurious setting, resplendent with all amenities. Service apartments offer a perfect opportunity to address these needs of business travellers,” declared Anmol Ahluwalia, General Manager of Taj Wellington Mews, Mumbai while adding, “We have an array of guests visiting us ranging right from diplomats, senior management of financial

Jan-Feb ’16

The serviced apartments offer guests the comfort of a sleek residential house as the rooms of serviced apartments generally come attached with a kitchenette and facilities like security. High-end laundry and housekeeping services like in a fivestar hotel can also be provided at these apartments. Besides the presence of stand-alone serviced apartment properties, we have witnessed that several hotel chains operating in India are offering a section of their suites as serviced residences. They are even launching new properties that will be operated as serviced apartments. The serviced apartment complex today includes studio units, or two or three bedroom facilities, furnished with comprehensive modern amenities including refrigerators, kitchenettes, microwave ovens, state-of-the-art entertainment facilities and the Internet. While the sizes of these units vary from a studio to a three-bedroom flat, their services range from bed-and-breakfast to full service, including household assistance. Complementary breakfast and laundry is also provided as part of facilities at serviced apartments, which can save the guest the bother of doing routine chores. People staying at serviced apartments can also get the facility of gyms, conference rooms and party areas,

Anmol Ahluwalia

besides full housekeeping facilities. This can make life comfortable for the executives, who can focus on their profession/business instead of bothering about domestic help, groceries, furniture, etc. The best part is that all these services are offered at prices 25 to 30 percent lower than that of the conventional five-star hotel tariffs. Moreover, serviced apartments offer the cosy comforts of one’s home, are often more spacious than hotel rooms, and have the option of cooking one’s own meals. In simpler terms, they offer a home-away-from-home feel with comfort and tremendous value for money.

The Industry View Ahluwalia agrees that business for serviced apartments in India is picking up. “Business is good as compared to the last year; the occupancy has gone up and the market sentiment is buoyant,” he disclosed. Anil Chavan, General Manager of Z Luxury Residences (formerly Oakwood Premier) states that their business from serviced apartments has been steady. “Z Luxury Residences targets all segments from travel agents, corporates, relocation companies, OTA. We have a good mix of business from all geographic regions,” he informed. Jai Kishan, General Manager of Novotel Kolkata Hotel and Residences stated that “Traditionally, serviced apartments attract long-stay guests.” According to him, Novotel Kolkata Hotel & Residences has been frequented by a healthy mix of business as well as leisure travellers. “The property is popular with guests planning to have longer stint in

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Hotel Business Review

city because of their work, health-related travel, or holiday plans. We also have the sports contingent as guests, due to our long standing association with the Indian Soccer League. Transit groups who use the city as a base to traverse across the orient also use our service apartments,” he informed. According to Kishan, Novotel Kolkata Hotel and Residences is Kolkata’s first five-star property with in-house serviced apartments. The hotel has 340 Wi-Fi enabled rooms, suites and serviced apartments and over 30,000 sq. ft. of banqueting space. “Service apartments offer a relaxed yet efficient feel, thus making it an ideal choice for guests who intend to stay for longer period of time. The product and services at the Lakeside Chalet, Mumbai — Marriott Executive Apartments are engineered keeping in mind the needs of long stayers. Examples would include a laundromat on every floor, a fully equipped kitchen in every apartment and a convenient grocery shopping list to name a few,” observed Ajmani. “By and large, we have guests who are relocating from another country and need to have a base in India till they find alternate accommodation. There is also a fair share of top and mid-level company executives who have been deputed in India either permanently or for an extended project. At the same time, we see an influx of short-term business and week-end getaways,” he informed further. “Z Luxury Residences is designed for international travellers, relocating expatriates, and special project

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Anil Chavan

personnel, who demand luxury and style. As far our service apartments are concerned, we have both business and leisure travellers as our guests. Individual travellers and corporates prefer Z Luxury Residences as it offers a full spectrum of living solutions to meet the needs of business travellers, leisure travellers and for the families on the move,” proffered Chavan. “Also people are attracted to our apartments as we are located in the heart of Juhu, which has close proximity to upscale boutiques, shopping malls, multiplexes and world class spas. Besides, we are located approximately 15 minutes from international and domestic airports, ” Chavan informed.

Glimpses of Facilities Offered There is a host of facilities offered by these apartments discussed above. “Service apartments such as ours are all about convenience and peace of

mind. At our service apartments, every little guest need is being catered to, thus allowing our guests to be more productive. This makes our service apartments much sought after by both individuals as well as corporates,” pointed out Ajmani. “The Lakeside Chalet, Mumbai — Marriott Executive Apartments has an all-day dining space called ‘Crimson’. The menu at Crimson is varied and not restricted to a certain cuisine. Besides being the venue for breakfast, the outlet also serves scrumptious ala carte meal options throughout the day. By evening, Crimson transforms into a lounge where guests can relax, mingle and enjoy a drink. We also have bar facilities, which has an exciting array of beverages to offer,” Ajmani explained further. “Lakeside Chalet, Mumbai — Marriott Executive Apartments has a dedicated Resident Services Team that is a one-stop-shop for all guest needs. The apartments come with a fully equipped kitchen and a convenient grocery service which allows guests to order ingredients and have them delivered right at their door step. Our apartments also boast of round the clock room service and laundry service. Another unique feature of our apartments is the fact that we are pet-friendly,” Ajmani elaborated. “We offer several F&B options like dining in your own room, or visiting the Square — Novotel’s signature all day diner. We also have a bakeshop named Delice. There is also a well-stocked minibar in every apartment of ours. For those looking to unwind at a bar, Santé, the lobby bar, and Cascades, the poolside bar, offer twin options of the choicest finger foods, and a well-stocked wine cellar,” expressed Kishan. “Stud!o – the Pan-Asian Gallery is the hotel’s specialty outlet for Asianinspired and stylised cuisine, flamboyant cocktails, live entertainment and exciting events. Our apartment guests can choose to visit Stud!o for dinner every day,” he stated further. “One of the facilities we offer at our Taj Wellington Mews, Mumbai, is daily housekeeping service. Our apartments are fully functional, offering a range of features like home theatre system with surround sound, 42” Plasma TV, 32” LCD TV, elegant furniture, floor to ceiling glass windows, bathtub and

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shower cubicle, microwave, toaster, tea / coffee maker, electric hot plate, crockery, cutlery, glassware, dishwasher, water purifier, washing machine, cloth dryer, iron and ironing board, personal safe, Marlock locking system, smoke detectors, water sprinklers, DFMD screening, day care centre for kids ranging from 2-8 years from Monday to Saturday; between 09:00 hrs to 18:00 hrs, car park and car wash, one time housekeeping service per day, complimentary 24 hrs Wi-Fi Internet connectivity,” Ahluwalia explained in detail. That is not all. The guests at Taj Wellington Mews also has complimentary usage of steam, Jacuzzi, chill pool, swimming pool, gymnasium, 25 percent discounts on any spa treatments, 20 percent discounts on dining at any of the Taj restaurants in Mumbai except at the Wasabi and at the Weli Deli at the Taj Wellington Mews. Moreover, according to Ahluwalia, “Taj Wellington Mews has a chic Lounge that serves as a bar as well.”

Jai Kishan

“The services offered for guests at Z Luxury Residences are 24-hour private dining, concierge service, baby-sitting, doctor available on call, laundry / dry cleaning service, express check in / VIP guest, guest activity programs, newspaper selection among others. We are also pet-friendly,” stated Chavan. “Conveniences for Z Luxury Residences also include private dining, business center, conference rooms, a swimming pool, and fitness center. Our guests are also offered daily

housekeeping, Internet access, 24hour front desk, airport transfers and a concierge,” Chavan added. Z Luxury Residences also has a sleek restaurant named JAL. JAL specialises in Awadhi cuisine that has a great deal of influence from the Mughal era. The flavours are rich and balanced beautifully with clever utilisation of spices from different parts of the country. One can infer from these interesting interactions that the serviced apartments are expected to stay and gain popularity in the country with the growth of business travel to and within India. In the near future, their popularity can be extended from the big cities of India to even those tier-II and tier-III cities of the country which attract sizeable numbers of business travellers, such as Kanpur, Panipat, Kolhapur, Nasik, etc. Serviced apartments are already becoming popular in tier-II cities and in tourist hubs of the country. In Kochi, Kerala’s commercial capital, many such facilities are being built, meeting the needs of both business and leisure travellers. n

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IT Means Guest Satisfaction

Financial success is of paramount importance in all industries and hospitality industry is no different. It is common knowledge that the hospitality industry is dependent upon hardworking and enterprising employees and satisfied guests. Today, with the guestsâ&#x20AC;&#x2122; expectations changing and online bookings, mobile payments, etc. becoming the order of the day, technology is transforming the hospitality business. It is becoming essential to embrace technology for the success of the hospitality property. No wonder, hotels are now adopting new apps to address and satisfy the ever changing demands of the guests. Ashok Malkani finds that technology is not only facilitating operations in hotels and saving on labour costs, but is directly contributing towards guest satisfaction, which can easily translate into enhancement of revenues for the hospitality properties concerned, through repeat business. In the near future, technology is expected to play an even more significant role towards providing tailored personalised experiences to the guests in hotels. 34

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nformation technology is constantly changing the people’s perception about travel and hospitality. From reservation to checkout, technology is facilitating communication and streamlining the entire guest experience in hotels. Today IT not only helps maintain operational efficiencies for the hospitality industry, but also expands revenue options for the hospitality property. This trend is very much relevant for the Indian hospitality industry too. This has created an incentive among the Indian hospitality industry players to harness technology in order to give a fillip to the service levels and efficiencies in the Indian hospitality sector. With the customers getting highly tech-savvy, an increasing number of them expect the hotels to meet their technological needs pertaining to hospitality. This has further necessitated the industry to employ efficient technology tools. The Indian hospitality sector is increasingly considering employing technology for 3C solutions: Consideration, Convergence and Centralisation to streamline day-to-day

Hotel Business Review

facility management while meeting guests’ individual needs. To cater to the growing demand, hospitality providers are endeavouring to attract customers with larger than life and at the same time personalised guest experiences. Today, guests in hotels need the best of both worlds— they demand speed, convenience and at the same time, personalised services. The future of technology is set to see stupendous innovations such as identifying guests by name the moment they arrive at the hotel, interactive displays to provide useful information, inroom tablets and many more. There is no doubt that enhanced customer experience improves productivity which in turn provides great returns to the hotels.

implications for the hospitality industry and the society at large. The growth, spread, and acceptance of mobile technologies have made a tremendous impact on the hotel industry, influencing guest experiences before, during and after the hotel stay. Hotel companies have introduced mobile apps that would encompass the entire guest cycle pertaining to a hotel, starting from finding a hotel, making a reservation, checking in, using the app as a concierge for requesting different services, all the way to the departure from the hotel (see figure).

The Role of Mobile Apps Over the last half-a-decade different technologies, such as telephones, cameras, and GPSs have converged into one smart mobile device. What has this convergence brought to the hotel industry? The speed of mobile technology penetration is fascinating, and provides important

Figure: Reflection of mobile app features on hotel guest cycle

Jan-Feb ’16

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Hotel Business Review

Mobile accessibility has made it possible for the guests to have information available on their fingertips — to find different hotels at a particular destination of their interest, view the hotels’ services and amenities, and compare their prices. The main goal of hotels at this stage is to increase the look-to-book ratio by increasing the visibility of their properties, and offering convenient ways of placing reservations, e.g., placing a phone call from the mobile app, or making an online reservation. Mobile technologies also contribute to the guests’ in-house experience by presenting a wide array of hotel services just one click away from the guests. What is more, even after the guest checks-out from the hotel, the mobile apps can help in keeping their relationships with the hotel brand. Gaurav Shiva, General Manager, Grand Mercure Bangalore, declared, “Smart phones can assist people with reviewing hotels and making reservations when on the move.” “Hotel guests can save time by checking-in or updating preferences from their smart phones, keeping their travel information handy on their mobiles and having ready access to their frequent guest programs,” he added further. Saurabh Bakshi, General Manager, Sheraton Grand Bangalore Hotel at Brigade Gateway, averred, “In our hotel we use SPG app where the guest can book his/her room on the go and have great hospitality and personalised experience.” “We are using smartphone /

Jan-Feb ’16

mobiles to receive guest complaints from Triton application and using tabs for understanding guest’s priorities,” informed Nagesh Pathak, Information Systems Manager, Hyatt Pune.

New-age Technologies But mobile apps is just one of the information and communication technologies being used by the Indian hospitality industry to boost its guests’ comfort quotient. However, the savings and improvements that technology can deliver mean that Managers and Directors really need to keep one eye on new trends. “Among some of the creative uses of technology that come to mind, which brings efficiency and economy in the hospitality industry, I would like to mention the use of mobile applications,

automated guest welcome systems and online booking systems for restaurants as the ones which stand out,” said Shiva. “Centralising the IT services and hosting the application has been adopted in the hospitality industry, which has greatly helped improve efficiency,” informed Bakshi. “New applications like Envision, eFlex, HotSos are adopted by the industry for increasing efficiency,” stated Pathak. There are different tools available that are being used by the hospitality sector across the globe. In India, there is an urgent need to make a progression to the usage of these tools in a more pronounced manner, to improve our hospitality services. By creating their own apps, hotels can make intelligent use of technology and prevent their customers from inconvenience. Bakshi averred, “In today’s market we have many advanced and powerful applications and softwares, which are driving the industry towards progress and profitability. An example of this is the revenue optimizing software (ROS) which we use at Sheraton Grand Bangalore Hotel at Brigade Gateway. This helps in better forecasting and price control and inventory management. Providing the right tools can enable organisations to not only serve customers better, but also to gain insights on everything from guest satisfaction to financial reports to energy use.” “The benefits of software programs

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Gaurav Shiva

for the hotel industry are numerous. The property management system (PMS) itself serves multiple purposes, as it handles all the information ranging from guest information to revenue input. This leads to client information being more securely stored and more easily accessible. If we consider revenue and reservations, our PMS is also linked to the Global Distribution System (GDS),” asserted Shiva. “We also use specific software systems to assist with strategic pricing and forecasting, sales and marketing, managing our human resources and for our financial operations,” Shiva further informed, while adding, “The key output of these systems is that they remove a lot of manual work and helps the hotel to focus on what is most important; that is servicing the customers.” “At Hyatt Pune, we are using most of the applications to give better and prompt service e.g. Book4time for Spa, Reserve out for Restaurant Booking,” expressed Pathak.

On a Cloud Cloud / Software as a Service (SaaS) is already a mainstream technology topic and despite being a new concept in the hospitality sector, it is already big news. Two main factors are behind this.

Firstly, upfront investment is lower with the cloud as there are no initial hardware costs or associated expenses such as full time in-house IT staff to maintain the system. Secondly, hotels like the idea of taking the headache and distractions of IT off their site, leaving them free to focus on the day-to-day business of looking after their guests. It has been predicted by many analysts that the hotel industry’s present manner of handling information and computer resources will be turned upside down in the near future with the graduation to the cloud, regardless of the size of the hotels. Cloud computing can significantly reduce the time requirements and cost of entry for hotels, as it gives a very pliable scale of computing power that can be distributed across different streams in a relatively short amount of time. It can also provide immediate access to hardware resources without requiring any capital investments upfront. “Our industry has started using few of the cloud applications, but not fully as all industry application vendors at this point are not supporting the cloud, but cloud computing has great future,” declared Pathak. “The Indian hotel industry is now moving towards cloud computing and hosted solutions. This has helped the industry in reducing the cost of managing the servers and the cooling systems and manpower in managing the solutions in a much better way,” averred Bakshi. He however, conceded that “Like in any other industry, most hotels are using the cloud in conventional ways that prevents them from maximising the potential of the cloud.” Cloud computing can not only facilitate in reducing costs and resources and bolster the data security of the hotel, but can also make pertinent information accessible to the non techsavvy personnel.

Wi-Fi and Social Media Wi-Fi connectivity is going to be a major factor in the marketing strategy of hotels, in the Indian hospitality industry. “At most times these days, the first thing a hotel guest tries, before checking the quality of breakfast or the comfort

Jan-Feb ’16

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Hotel Business Review

levels of the bed, is the quality of Wi-Fi provided in the hotel,” opined Shiva. “Most of our guests prefer to stay connected always and do not like the idea to be offline. Business travellers need to be able to check their e-mails and take online conference calls, while leisure travellers are earnest to use the Internet to connect with friends and family or discover local attractions,” he explained. “At Grand Mercure Bangalore, every guest has access to free Wi-Fi for multiple devices. For those who require it, high Speed Internet access is also available at an additional charge, “ Shiva informed further. “Wi-Fi connectivity is very important concern for the guests as guests are coming with multiple devices in the hotel. Hyatt Pune provides high speed Internet access to guests,” iterated Pathak. “Wi-Fi is one of the major requirements in today’s smart world where many guests carry smart devices, which are only expected to get smarter. We are providing highly efficient infrastructure and bandwidth

Jan-Feb ’16

Saurabh Bakshi

at Sheraton Grand Bangalore Hotel at Brigade Gateway which keeps the guests connected to their work, family & friends,” affirmed Bakshi. The role of social media is also becoming more and more important in the Indian hospitality industry. Many hotels’ marketing strategies in India now involve social media. “We have a digital team working on social media using smart phones,” informed Pathak. Social media can be today construed as a platform which can be treated as an extension of the hotel’s website. By

involving the hotel’s target audience, hoteliers can bring business through social media channels. “Social media, we believe, is fast becoming a key distribution channel. There is a lot of information that exists there about our guests, their needs and expectations, and their feedback. Moreover, the social media is quick and in real time, and its effects can be viral. Our ability to understand the importance of social media and proactively incorporate this into our strategy; to be able to leverage the information in social media to our advantage will be a key differentiator in going forward,” opined Bakshi. “We do multiple activities to manage our online reputation, including inviting guests to post reviews or liking our social media pages. We respond to all reviews we receive and also manage our profile on external sites well. We also use social media to keep our guests informed of the activities and promotions at our hotel,” Bakshi pointed out further.

Continuing Role of Technology It is evident that technology has played,

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Nagesh Pathak

plays, and will continue to play a key strategic role in the growth and progression of the hospitality industry. The role of technology in the Indian hotel industry has evolved over the years. A decade or two earlier, technology was facilitating operations and leading to reduction in labour, food and other operational costs of the hotel; now in addition to these roles, it is directly contributing to customer satisfaction and repeat business also. Technology is now the key to managing a guest’s experience, not only at all stages of her/his visit to the hotel, but much beyond that. The role of technology in the hospitality industry now begins when the guest begins searching for a hotel on the website and continues much after she/he checks out of the hotel’s room. In the near future, technology will play an even more significant role in providing tailored personalised experiences to the guests in hotels, which will contribute towards further enhancing guest satisfaction. Besides, in the near future, technology can gauge not just a guest’s potential room revenues but her/his total revenue potential from a given hotel. Of course, IT will also facilitate in optimising the performance of hotels’ personnel and reducing operational costs. Thus application of new-age technology in the hospitality industry would continue to perform technology’s traditional functions for the hospitality industry and would also have some new roles. And the hotels which would not adopt IT in a comprehensive manner are likely to be lag behind in competition. This is true of the Indian n hospitality industry too.

Jan-Feb ’16

Feature

Hotel Business Review

Indian Hospitality Needs More Adventure By Swarnendu Biswas

uring the recent years, there has been significant growth in adventure tourism in India, though the market for adventure tourism in India as compared to the west is miniscule. It is in the tune of Rs.500-600 crore. Whereas the global market for adventure tourism in 2012, according to Adventure Tourism Market Study done by The George Washington University (GW) in partnership with the Adventure Travel Trade Association (ATTA), the estimated value of the global outbound adventure travel sector was US$263 billion, excluding airfare. So we can easily realise where we stand, but the good news is that the statistics leaves a huge potential for the growth of adventure tourism in the country. India’s bounty of diverse natural splendours can make it one of the most sought after destinations for adventure tourists. The country has a number of destinations which can satiate the spirits of intrepid tourists of both domestic and inbound varieties. Trekking and skiing in the Himalayas, water sports, scuba diving and windsurfing in Goa and Lakshadweep, camel safari in Rajasthan’s desert, paragliding over the scenic greenery of Himachal, white water river rafting and glacier treks in Uttaranchal 40

Jan-Feb ’16

are some of the adventure tourism options which can be explored or further explored in India. Moreover, there are wildlife sanctuaries and national parks strewn across the country where you can have unforgettable jeep safaris and shoot the wildlife with camera. Thankfully, this wealth of supply is now getting some responses from the demand side also as far as our domestic tourism goes. Now there is a sizeable number of Indians who are thinking of unconventional holidaying options; beyond the package tours and yearly visits to the home town. More Indians are opting to go for rafting, bungee jumping and paragliding than they did a decade or two before.

Giving a Fillip There are various ways by which adventure tourism in India can gain more momentum. According to Prema Lakshmi, the Director of Femmes en Voyage, a travel club exclusively for women, which organises diverse travel options for women travellers in India and abroad, “If hotels in India start organising more adventure activities in and around their precincts, if adventure activities are more proactively promoted among corporates

for team building and motivational training, and more tour operators in India began organising adventure tours,” the adventure tourism in India can receive a fillip. “Furthermore, if we promote the concept of adventure tours to test one’s fitness level, the adventure tourism would garner more popularity as people want to challenge their fitness level and be happy about it,” said Prema, while adding that there is a need to “Promote adventure tourism in schools and colleges in the country, which would encourage more youngsters to take up adventure tour packages.” Our hotel management institutes can take the lead in this academic initiative that can have longterm business impacts for the Indian hospitality industry. Presently, the growing numbers of single women travellers or women travelling in groups of women is a welcome trend in the Indian hospitality industry. The upwardly mobile women with high disposable incomes have great potential to play a decisive role in bringing more revenues to the Indian adventure tourism industry. “Today, more and more women want to go on adventure vacations so that they can meet new people and challenge themselves by

Feature

learning a new skill or activity. They want a vacation that is out of the ordinary. Women are more enthusiastic about adventure and they would not mind a go at anything. Moreover women are more enduring and consistent than men. These traits make them better adventurers than men, on an average,” explained Prema, the innovative entrepreneur. Sometimes not only awareness but supply can also fuel demand. “Setting up more resorts, camps and tents meant exclusively for promoting adventure tours, and taking adequate measures for safe adventure tours by all stakeholders are other important ways to give a boost to adventure tourism in India,” observed Prema.

Infrastructure for Adventure Presently, the hospitality infrastructure in terms of adventure resorts and retreats are still highly limited in diversity in India as compared to that of the Europe and the US, though they are developing fast. It would be apt to say that adventure tourism in India, though a fast developing field is still in its nascent stage. However, the growing demand for adventure tourism in the country can lead to greater potential demand for those hospitality properties in the country, which reflect the spirit of adventure. It is because a person or a group of persons travelling to satiate her/his latent spirit of adventure would obviously prefer a tree top resort or a desert safari camp or say a floating hotel in the languid Kerala

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backwaters than a conventional hotel. The setting, the built, the location and the ambience of the hotel or resort do play a significant role in strengthening or weakening (as the case may be) the fun and spirit of adventure among the travellers. One of the wonderful hospitality options in India which is ideal for adventure tourists in general and wildlife enthusiasts in particular is the Tree House Hideaway, Bandhavgarh. Situated in the dense forest of Bandhavgarh Tiger Reserve in Madhya Pradesh, amidst 21 acres of woodland, this experience in hospitality comprising five tree houses can afford you a wonderful glimpse of the fascinating wildlife. The Bandhavgarh National Park is just adjacent to the retreat. Here the design of the tree houses spruced with a comprehensive range of modern amenities presents a fusion of contemporary design and traditional jungle living with earth tones and eco essentials. All the five tree houses have been made by local staff using regularised wood. Local craft knowledge and traditional expertise have been used at all quarters to ensure that the tree houses blend harmoniously with nature. The Vythiri Resort in Wayanad, Kerala can also make an adventure traveller’s dream come true. Wrapped in the lush embrace of a tropical rainforest, in this eco-friendly jungle getaway, nature clad in green, reigns supreme. The morning trek to the tropical rainforests surrounding the resort, which is conducted by the resort’s

Jan-Feb ’16

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Hotel Business Review

in-house naturalist, can help you see Nilgiri Langur, the Malabar Giant Squirrel, Malabar Grey Hornbill, Yellow-browed Bulbul besides a wide range of other species endemic to the Western Ghats. Then there is Diphlu River Lodge in Kaziranga, Assam, which is one of the favourite resorts of Prema for indulging in adventure tourism activities in India. Nestled on the banks of the picturesque Diphlu river, which meanders by the globally renowned Kaziranga National Park, Diphlu River Lodge provides wonderful view of the natural world. With environment-sensitive cottages overlooking the river, the national park or verdant farmland, Diphlu River Lodge combines modern comforts with the thrill of the wild. It also has a plethora of activities to enthrall the senses. Exploring the Kaziranga National Park with elephant and jeep safaris is probably one of the most preferred activities for the guests at this lodge. Visiting rubber and

Some Government Initiatives

nsuring safety in adventure tourism is of crucial importance. In this regard, one of the measures of the Ministry of Tourism is laudable. The Ministry of Tourism has formulated a set of guidelines on Safety and Quality Norms on Adventure Tourism, which is called Basic Minimum Standards for Adventure Tourism Activities. These guidelines cover land, air and water based activities which include mountaineering, trekking, hand gliding, paragliding, bungee jumping and river rafting. Furthermore, central financial assistance is being extended to various state governments and Union Territory Administration for development of tourism infrastructure in destinations, including adventure tourism destinations. These include facilities for trekking, rock climbing, mountaineering, aero-sports, winter/ water related sports, trekker huts, wildlife viewing facilities, etc. Financial assistance for purchase of water sports equipment consisting of kayaks, canoes, paddle boats, fibre glass boats, hoyercrafts, water scooters, etc. are also provided to state governments. The Ministry is working with the Indian Mountaineering Federation and Adventure Tour Operators Association of India to explore positioning India as an Adventure Destination.

Jan-Feb ’16

Prema Lakshmi

tea plantations or discovering the majesty of the Brahmaputra river and its playful dolphins are other wonderful activities that the guests at this lodge can indulge in. Together they can create a memorable adventure…

Need for Innovation and Diversity However, all said and done, we not only need many more adventure tourism resorts and retreats but much more innovation and diversity in adventure tourism properties is very much needed in India. More futuristic adventure tourism properties are the need of the hour; simply tree top houses and desert safari camps would not suffice to enable us to compete on an international level. In the Europe, there are fascinating options of staying in an all-ice hotel or in a snow village; concepts which are perhaps not even in the realm of imagination of the Indian hospitality industry. The construction and operations of ice hotels require sub-freezing temperatures, for they are made from ice and snow. They generally have to be rebuilt every year. Construction of ice or snow hotel generally begins between November and March, and their walls, fixtures, and fittings are made entirely of ice or compacted snow. I am sure, the new breed of adventurous Indians would love to sleep on a bed of ice or snow, snuggled in warmth of furs, blankets and sleeping bags. They would also love the ice sculptures, which dot the lobbies of many ice hotels. One can find ice or snow hotel in Norway, Finland, Sweden, Romania, Canada and even in Japan. Take the case of Icehotel in the village of Jukkasjärvi. Sweden, which is open every year, between December to April.

The world’s first ice hotel is made from snow and ice blocks from the Torne river. Here the glasses in the bar are also made of ice! Each year, around 20 million kilos of snow and 350 000 kilos of crystal clear natural ice are used to build the spectacular SnowVillage in Lapland, Finland, which changes in shape, size and design to amaze visitors year after year. The SnowVillage covers an area of about 20 000 square metres, and includes a Snow Hotel, with snow rooms and suites, Ice Restaurant, and Ice Cocktail Bar among other attractions. And what about Jules’ Undersea Lodge in Florida, US where you can enjoy the thrill of seeing marine life from where they belong, that is underwater! This unique hospitality option is located 30 feet deep, located on the bottom of the Emerald Lagoon. The guests have to scuba dive to get to their rooms. According to the website of Jules’ Undersea Lodge, just to enter the lodge, one must actually scuba dive 21 feet beneath the surface of the sea. The underwater hotel(which the website claims as the world’s only underwater hotel till date) is spruced with comforts too; here you can get hot showers, a well-stocked kitchen complete with refrigerator and microwave, books, music, and video movies. India has more than 70 percent of Himalayas and it has a plethora of water bodies. If the Union and the state government/s and the private players in the Indian hospitality industry make a concerted effort, there is no reason why India can’t have its ice hotel up in the Himalayas and its underwater lodge; say under the Chilka lagoon! These type of singular expressions in hospitality are needed to effectively tap the growing demand for adventure among Indians. Besides, we need more cruise-hotel options in Sunderbans which can help people enjoy the wonderful adventure of Sunderbans’ fascinating wildlife. Vivada Cuise’s M.V. Paramhamsa vessel is a wonderful cruising option to explore Sunderbans in luxury. However, presently cruise liners or cruise-hotels is a fairly unexplored segment in the Indian hospitality industry. Cruise-hotels in Andamans and Goa with adequate water sports infrastructure are also the need of n the hour.

Jan-Feb ’16

F&B

Hotel Business Review

Pic : Nimisserie by Chef Nimish Bhatia, Bengaluru

What is on the Menu? By Sharmila Chand

he just ended 2015 had been an incredible year for the entire food & beverage industry across the globe. The hopes are higher for 2016. As far as the Indian food & beverage industry is concerned, 2015 saw a growing interest towards modern Indian food and local cuisines. In the year gone by, we saw both diners and Chefs in the Indian food service industry showing keen interest in exploring various indigenous ingredients. They accepted new dishes with an open mind rather than wanting to bet their money on international cuisines. According to a recent survey, more Chefs have reported a growing interest in African and Middle-Eastern flavours, 44

Jan-Feb ’16

artisanal beverages, and ethnic cuisines and condiments. On the other hand kale, quinoa, underutilised fish and gluten-free food are losing in popularity. Recently I got to interact with some renowned food service professionals in the industry, which facilitated me to gauge some F&B trends for the Indian food service industry, for the near future.

Evolving and Future Trends While discussing future F&B trends, Vinesh Gupta, GM, Movenpick Hotel & Spa Bangalore pointed out, “The craft of blending will reach a new height. Whether it is blended tea or wines, you will be amazed by the creative fusion of flavours, flair and uncommon taste.”

When it comes to nutrition trends, this year the Indian food service industry is expected to see several comebacks. At the same time, experts predict that new trends like power bowls (a bowl full of food that charges you up) and spiralized vegetables (vegetables that are cut using spiralizing machines to avoid chopping) will also make a mark in 2016. Soups will be more than just appetisers this year. Small plates or ‘dishes for sharing’ will be popular in restaurant menus in India, which are expected to offer diners a refreshing experience. “The ongoing year is expected to see an increase in the consumption of quinoa whereas gluten-free craze will reduce

F&B fast “foodHealthier options are the way to go for this year.

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Sahil Sabhlok, Executive Chef, The Claridges, New Delhi

and pastas will lose their importance,” affirmed Sahil Sabhlok, Executive Chef, The Claridges, New Delhi. “There has been a growing interest in going back to the history of food with a number of restaurants promoting the lost recipes, and I feel 2016 would definitely be a year where this trend would gather momentum in the Indian food service industry,” iterated Suprabhath Roy Chowdhury, Executive Chef, Eros Hotel Nehru Place New Delhi. “Comfort food is back on restaurant menus with focus on quality-driven casual dining. 2015 has been a year of local ingredients. With stringent check on food imports, future of food is dependent on high quality local ingredients,” Roy Chowdhury elaborated further, while discussing the consumer trends pervading through the Indian food service industry. Vishal Atreya, Executive Chef, JW Marriott Mumbai Sahar stated that “Greasy, fried and heavy food will be out. Recipes laden with cream, butter, cheese have definitely lost currency.” “Asian cuisine will continue to dominate the palates of customers owing to their use of light and fresh ingredients,” asserted Atreya, while talking about the eating trends in the Indian food service industry. That is not all, as far as the evolving and future trends in the Indian food service industry goes. “Fast food concepts would see a major change with new dynamics in the market. Demand for regular pizzas and burgers should see a challenge with the gourmet options being introduced by big names in the market. Moreover, cost and quality equations will see a major shift with introduction of low cost alternatives with

The craft of “blending will reach a new height.

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Vinesh Gupta, GM, Movenpick Hotel & Spa Bangalore

Jan-Feb ’16

F&B

Hotel Business Review

“

Comfort food is back on restaurant menus with focus on quality driven casual dining.

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Suprabhath Roy Chowdhury, Executive Chef, Eros Hotel Nehru Place New Delhi. great value proposition,” pointed out Roy Chowdhury. “Mediterranean and Asian cuisines will continue to be crowd pullers. However, a new cuisine to watch out for in the Indian food service industry would be the Peruvian cuisine. Known for its rich heritage and freshness of produce, the cuisine of Peru is sure to attract Delhiites,” opined Roy Chowdhury. “I feel the diners would like to see more bar style food, i.e. quick bites and small portions. There are no particular ingredients as such which diners would prefer but a balance of all ingredients is the key,” proffered Chef Rohan Beliappa, Owner and Executive Chef, I & Monkey, Bangalore. Beliappa believes that Mexican cuisine will lose popularity in 2016, and “Asian cuisines like Japanese, Indonesian, Philippines’ cuisines to name a few will gain in popularity among the eating out crowd in the country.”

Focus and Suggestions I also talked with the Chefs to find out what they will focus in their menu for 2016. “Our diners will see more of middleeastern or African and Mexican flavours and ingredients in the menu,” said Sabhlok. “This year we have planned to bring in more vegetable dishes in our menu and also we will be experimenting with our beverages by introducing artisanal beverages in our menu,” he elaborated

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further. I queried Atreya on what specific types of cuisines and ingredients are his diners want to see more on their menus during 2016. “The focus in 2016 continues to be healthy food. Super food products such as berries, kale, oat meals, quinoa, spinach, chia seeds, broccoli, lentils will be used innovatively in different cuisines,” he observed. “The focus will be on food that provides more nutrients, fibre and are packed with vitamins,” he maintained. I requested Sabhlok for tips to create successful menus in today’s Indian food service industry. “Have a good balance of healthy dishes in the menus. By healthy do not confuse with fat free and unnecessary addition of low fat ingredients. Concentrate on dishes which provide required nutrients and antioxidants,” he stated, while adding that “Custom made menus/dishes should be concentrated on and healthier fast food options are the way to go for this year.” “Use fresh local ingredients; innovate but avoid fusion; give emphasis to flavours, which are the key to a good dish; and keep the dishes well balanced,” advised Atreya while throwing light on the criteria for creating successful menus for today’s Indian food service industry. “Consistency of product is the key to sustaining a profitable business and that is necessary. Moreover, focused innovation is needed to see the desired results are met. Then there is need for going back to basics, and ensuring that the smallest

simple. Innovate but “ Keep itavoid fusion. ”

V i s h a l A t r e y a , E x e c u t i v e C h e f, JW Marriott Mumbai Sahar details are taken care of,” said Roy Chowdhury while giving his suggestions for a successful food service business in today’s times. “Location, a good Chef who understands the ingredients and his/ her consumers’ palates, and clear vision & theme are crucial factors to run a successful food service business these days,” surmised Beliappa.

Resolutions for 2016

While discussing his new year resolution for his guests, Sabhlok stated that he would provide them with cleaner menus, which include food free of chemicals/ GMOs. “Furthermore, I will strive to make menus with as much locally sourced ingredients as possible,” he averred. As for 2016’s resolution for his guests, Roy Chowdhury believes in “Continuous improvement in product and services with the mantra of change being the only constant!” “I will endeavour to bring them the highest possible quality of food, using the freshest of ingredients and will keep the dishes authentic, in terms of origin and flavours,” affirmed Atreya, while talking about the resolution for his guests for 2016. “My resolution for 2016 is to offer more personalised services to consumers Overall, I would like to bring in which would in turn help me to push myself to explore and experiment with new flavours on to the table. the dishes. Overall, I would like to bring Rohan Beliappa, Owner and Executive in new flavours on to the table,” Beliappa Chef, I & Monkey, Bangalore. informed. n

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22 – 24 June 2016 Pragati Maidan, New Delhi

The premier trade fair for Homeware and Interior Décor Industry targeting business visitors across India www.ambiente-india.in

Please contact: Rajeev Jain T: +91 22 6757 5900 Ext. 987 E: rajeev.jain@india.messefrankfurt.com

Promoting excellence in design and innovation in the home textile and interior décor categories. Interior Lifestyle awards 2016, held concurrently with Ambiente & Heimtextil, the wait is now over, with the second edition of ILA, taking place on 22nd June 2016. The awards will honour upcoming talents in the categories of Interior Decor and Home Furnishings. Logon to http://infini.net.in/ila/ and get yourself registered today.

Jan-Feb ’16

Reflecting Rarefied Wellness By Sharmila Chand

estled against a vertical drop on the hillside, the Cedar Spa by L’Occitane at the JW Marriott Mussoorie Walnut Grove Resort & Spa is spread over 5500 sq. ft. comprising five treatment rooms, including two couple therapy suites. It offers a perfect wellbeing break with soothing ambience and an array of relaxing therapies. The design of the spa blends with the nature beautifully. It seems that each element of design and the materials has been selected with care to deliver a calming and relaxing experience. The visual stimulation with the water rippling down, the blue sky reflecting in the pebble pond, the lilies edging the pond...everything at this spa emanate

aesthetics, which soothes the soul. Solid dark timber highlighted with faux malachite leads to sophisticated interiors. In this context, one should keep in mind the healing powers of malachite. Traditionally malachite has been used to facilitate towards recovery from physical and emotional illness. Psychologically, it is thought to help release the effects of negative experiences. As was expected, the lighting is subdued in the treatment rooms. In the Welcome Zone and the Relaxation Area daylight filters in through the spa court. The outdoor treatment zone oversees the vertical and horizontal water element constantly, where images are changed with the play of light on the rippling

waters. Moreover, the carefully chosen artefacts at the spa help in reinforcing the essence of design concept of the spa in true sense. The majestic and sombre cedar trees that dominate the ridge line of Mussoorie have been used to create the signature treatments, which are a blend of the native flora amalgamated with natural L’Occitane products. At the spa, trained therapists assist guests in choosing from fresh home grown ingredients at the resort that are combined with natural L’Occitane products to create fusion recipes for the guests’ treatments. Treatments at the spa incorporate the best of the east and the west to create a comprehensive wellness package.

On the Spa and the Spa Trends While sauntering through the Cedar Spa by L’Occitane housed in JW Marriott Mussoorie Walnut Grove Resort & Spa, I got to meet Dr. Praseed Nair, the Associate Director of the spa. Dr. Nair began his career in March 2006 as the Centre Manager & Ayurveda Consultant at The Kuttalam Heritage Ayurvedic Health Resort in Tamil Nadu. Over the years, he has rendered his expertise with many prestigious properties. His present tenure began in October 2014. The interaction with him turned out to be a fruitful experience, which did throw light on the spa trends pervading through India, and also on the spa which he is presently managing. The excerpts of the interview follow: What are the kind of changes you have witnessed in the Indian spa industry during the past five-six years?

Compared to a few years back, in India spa is no longer viewed as an expensive

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indulgence that only a few can afford. The understanding of the benefits of spa and the various techniques involved in it has increased tremendously during the last few years. An increasing number of people across

Spa the middle class India also are now aware about spa and look at it as an essential means to relieve stress. When on vacation, nowadays more guests are seen opting for spa treatments and at the same time ensuring that they receive quality wellness service, than they did a decade before. Overall, there is now a general understanding among people that cheap or inexpensive treatments do not offer the same kind of benefits as those administered at professional and good spas. As a result, new international players are entering the Indian spa industry to offer their professional services to people. These are some of the welcome changes that the Indian spa industry has been witnessing during the last five-six years. What are the current top trends in the Indian spa business?

During the recent years, there has been a lot of flow of ideas in wellness between the east and the west. For instance, Indian origin Ayurvedic treatments, which have been around for more than 3000 years, are now a hot trend in Europe.

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Similarly, global beauty brands are now making their foray into the country. Indians today are more brand conscious, as far as their wellness goes. Hyper personalised ser vice is another noticeable trend today, which is offered by most of the professional spas. Hyper personalisation involves a complete analysis of a customer’s current conditions, generally by a trained doctor, in order to recommend a treatment that would most benefit her or him. Spas today are also focussed on providing continued care even after the treatment. At the Cedar Spa by L’Occitane at JW Marriott Mussoorie Walnut Grove Resort & Spa for instance, we offer to book treatments for guests at other spas across the country and also pass on their preferences to that particular location. Another hot new trend today is the concept of ‘spa on arrival.’ This involves offering short treatments to guests on arrival such as a foot reflexology massage in order to ease their travel tension and revitalise their energy, so that they feel refreshed and up for action.

What are the key challenges towards establishing a new spa in the market?

When it comes to establishing a new spa in the market, one of the key challenges include imparting comprehensive and immaculate training in order to ensure that all therapies at the given spa are administered as per standard. Marketing to increase awareness about the spa services at the spa and sourcing quality products, which are likely to become difficult in remote locations, are other challenges towards establishing a spa.

How do you decide on the spa menu? What factors have to be kept in mind to chalk out a decent spa menu?

While designing the spa menu, it is essential to ensure a healthy product mix in order to provide a wide range of services to suit varied needs. It is extremely important to survey potential guests and get their opinion on what they would expect from a spa. Developing spa menu should not be a one sided exercise.

Jan-Feb ’16

An element of innovation in the development of spa menu is also very much desirable. With the large influx of spas in the market today, it is extremely important for a spa brand to be innovative in order to stand ahead of the competition. What do you enjoy the most about being a Spa Director?

As a Spa Director, I immensely enjoy the ambience of my work environment. My immediate work area is always soothing and relaxed and the absence of a stressful environment induces productivity and creativity. Also, at this job I get the opportunity to engage with guests at a deeper level since no one comes to a spa to leave in a hurry. I get most satisfied with my work when I see my guests leaving the spa with a noticeable physical, mental and emotional improvement as a result of their treatment.

Could you tell us the USP of your spa? What distinguishes it from others?

At the Spa by L’Occitane, we have something known as the ‘grand herbarium,’ which comprises a collection of ingredients, rituals and gestures that have been well researched and used at all the spas having this brand, across the world. At our spa, we always focus on performing treatments by hand rather than relying on machines or technology so as to provide a truly authentic wellness experience. One of our key USPs is our location in the midst of pristine mountain surroundings and within the premises of the beautiful JW Marriott Mussoorie Walnut Grove Resort & Spa. The architecture of the spa has been inspired heavily from its location and like most other places in the resort, it incorporates an element of the outdoors through an open air relaxation area, which allows guests to soak in the fresh mountain air. This also sets our spa apart from the competition. Moreover, though most of our treatments are derived from the Mediterranean origin, we have incorporated an element of localised wellness too by using Deodar or Himalayan cedar — which is indigenous to this region — as a key ingredient in some of our treatments. Do you have some customised treatments?

Every treatment at our spa is customised to meet the specific requirement/s of our guest. We ensure a thorough consultation for every guest, which analyses her/his current health conditions. This facilitates to recommend a treatment that is best suited for her/him. What is your favourite treatment to receive and why it is so?

Immortelle Secret to Brightness is one of my favourite treatments, which is an anti-ageing, brightening, and lifting facial. The ingredients used in this treatment are marvellous. Immortelle essential oil by L’Occitane stimulates cell renewal and protects the skin from free radicals. Mulberry extract reduces skin pigmentation and evens out the complexion. Daisy flower and Vitamin C derivatives correct and prevent melanin pigmentation, and Myrtle Essential Oil stimulates the longevity protein, so that the skin looks young for long time. I would call it the king of anti-ageing facials. After all, who does not like to look younger? Jan-Feb ’16

IAQ

Hotel Business Review

Low Cost Solution for Hotel Air Purification By Ankur Parikh

ome of the common pollutants in air include dust and particles, odours, and volatile organic compounds (VOCs). While the abovementioned pollutants may be the most obvious indicators of poor indoor air quality, there is another category of pollutants which is far more dangerous â&#x20AC;&#x201C; microorganisms. These microbes include bacteria and viruses which are responsible for the spread of infectious diseases and also fungal contaminants, which are common causes of allergies in humans. According to the US Environmental Protection Agency, indoor air is often more seriously polluted than outdoor air. Given that many of us spend up to 90 percent of our time indoors or in vehicles, this fact is of considerable

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concern. Hotels often present in-vironments where living quarters are typically small and do not always have direct air supply; only air-conditioning or heaters. Hotels typically have one or more central air handling unit (AHU) providing air to various parts of the structure. Although this central AHU may have medium to low efficiency filters, in most cases the room ACs have simple dust filter fabric. As a result, these ACs tend to collect and develop spores over time. The condensation in the coils and filters provides an ideal climate for the growth of microorganisms and leads to air quality problems in rooms, which manifests itself as a foul smell when the AC unit is turned on. It can also lead to a drastic reduction in efficiency as

the mould growth reduces heat transfer efficiencies in the coil, which can lead to higher energy costs. Regular maintenance of room ACs normally involves removing the unit and cleaning it with an acid or fungicide once a year. In a 200 to 400 room hotel where only a couple of units can be cleaned per day, this means that about half the units will have months of accumulation even during the times of the year when they need it most â&#x20AC;&#x201C; summer and monsoon. Changes and upgrades in maintenance schedules can help, but this is expensive.

Want a Cost-Effective Solution? A more cost-effective way to control microbial and mould growth in hotel room ACs and also on central air handling units is to install ultraviolet germicidal irradiation (UVGI) modules around the cooling coils and in ducts. UVGI is a disinfection method that uses 254 nanometer ultraviolet (UV) light to kill microorganisms. It is effective in destroying the nucleic acids in these organisms, leaving them unable to perform vital cellular functions including multiplication. However, this measure is relatively easy to accomplish for larger AHUs but can be sometimes tricky in smaller room units due to lack of space. In a study performed by Alfaa UV,

Sp a IAQ

Hotel Business Review

a leading manufacturer of stainless steel UV purification systems, it was found that the installation of UVGI modules in a hotel decreased the presence of airborne mould spores by over 90 percent, in only two weeks of its operations!

UVGI and Health To reduce the chances of crosscontamination, disinfection of the air passing through the air handling unit (AHU) of the HVAC system is important. History has shown that the use of UV light in purification of air reduces multiplication of pathogens and with it, associated diseases. UVGI units placed in ducts disinfect contaminated air as it passes through the ducts and reduces the chance of crosscontamination as air circulates through the HVAC system.

UVGI and Energy Savings Cooling coil irradiation systems have been among the most successful applications of UV, largely due to the

fact that they can save significant energy. The photo shows a typical installation designed for irradiating cooling coils while simultaneously irradiating the airstream. Since a biofilm on a cooling coil reduces the space between the coil fins (increasing pressure loss and reducing airflow) and decreases the heat transfer coefficient, keeping these surfaces clean is necessary to maintain design performance. In typical cooling coil disinfection systems, UV lamps are located so as to irradiate either the upstream and/ or downstream surface of the coil. More often however, only one side is irradiated. Often, the target microorganisms for cooling coil disinfection are spores, including fungal spores and bacterial spores. Common fungal spores like Aspergillus, Penicillium, and Cladosporium, and bacterial spores like Bacillus subtilis, may be used as indicator organisms. A combination of UVGI units in coils and ducts has the dual effect of

creating safer and cleaner indoor air quality as well as significantly lowering running costs of HVAC systems. It can be the differentiator between an environment conducive to health with lower costs, or one that can rapidly multiply infections and allergies along with high running costs.

(The Author is the Director â&#x20AC;&#x201C; Industrial Sales, Alfaa UV)

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Hotel Business Review

Enjoy a Royal Stay By Sharmila Chand

anbanka Palace, the magnificent sandstone building, was built for the erstwhile Maharajadhiraj of Jodhpur, Sir Ajit Singhji, the younger brother of Maharaja Umaid Singh. It has been conserved as the palace-hotel in such a way that it does not compromise on the building’s regal legacy. Symbolising Rajasthani hospitality at its very core, Ranbanka Palace can be construed as a gem nestled in the peaceful environs of the Blue City of Jodhpur. A destination for the connoisseurs of fine things in life, the heritage hotel offers a lavish experience with ultra-modern facilities for the guests. The highlight of the property, apart from its beautifully done décor, is in its offering of a unique Jodhana experience, which is the epitome of personalised service showcasing Jodhpur’s authentic flavours, history, luxury and cultural heritage. Walk in and the design story seems to unfold from the lobby itself. Here the grandeur, the opulence and the vibrant colours of Jodhpur come alive as the guest is greeted with the warm Khammaghani

Jan-Feb ’16

in local dialect. Every corner of the property speaks of the owner, Shweta Rathore’s passion towards creating an exclusive space for discerning guests. She has made sure that the property is the combination of luxurious comforts and soothing aesthetics coupled with contemporary and distinctive facilities. The hotel can easily cater to the needs of both the modern business and leisure travellers.

Rooms Exuding Luxury Ranbanka Palace has 71 rooms spread across the Courtyard, the Heritage Wing,

The Heritage Wing The Heritage Wing houses aesthetically restored chambers of the former Maharaja. It provides singular experiences ranging from suites like Jodhana Shikar where valuable hunting paraphernalia abounds, to the Royal suites, which have extravagant four poster beds and grand fireplaces.

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Environmental Concern You can find responsible luxury at Ranbanka Palace. From installing solar energy systems for heating water to using an STP plant for gardening with recycled waste water, Ranbanka Palace has adopted many eco-friendly initiatives. Moreover, there is optimum use of CFL and LED lights around the hotel premises. Fresh organic produce is sourced from farms owned by the management.

and the Jodhana Wing; they are classified under Deluxe & Club Rooms & Suites. Every room of the hotel is elegantly designed; adorned with richly carved furniture to the silk furnishings. The lively and vibrant colours are tastefully used in coordination with exquisite carpets and rugs. The details combine to create the subtle harmony of luxury and sophistication.

The powder rooms come complete with ultra modern facilities in most stylish manner, providing plenty of personal space.

For the Gourmet and Aesthete The stylish and interactive all-day dining restaurant, Pachranga comes across not just as a gourmet venue but as a visual treat as well. Its décor is inspired by the

Five Royal Colours of the Jodhpur flag and features old motifs and art forms created by local artisans. The restaurant oversees the center courtyard and the experience is complete with both indoors and outdoors dining arrangement. Pachranga al fresco is also not to be missed. Aesthetically done, spread around a traditional marble fountain in the courtyard, it also features live performance by langa singers and kaalbelia dancers over the sumptuous

Jan-Feb ’16

Property

Hotel Business Review

culinary fare. This contemporary café by the day which turns into a romantic restaurant as the dusk sets in, is an homage to the culinary and cultural arts of Marwar. The Polo Bar allows the guests to indulge in their favourite spirits while admiring the original polo trophies, which have been with the family for generations with add-ons by the promoter Raj Kumar Karanvijay Singh (grandson of Ajit Singhji), a polo player who has participated in major national and international tournaments.

Rajasthani Baithak Replete with traditional bajots and gaddi massons, the Rajasthani Baithak is an ideal setting for experiencing the famous Ranbanka Thali. The special thali, prepared by the second generation Chefs of the royal family, is indeed a lavish treat.

Special Dining The palace-hotel also offers several pretty nooks, discreet terraces, pool facing open air lounges and private alcoves to create memorable dining experiences. With breathtaking views of Mehrangarh Fort on one side and Umaid Bhawan on the other, the roof and the baradari are perfect choices for such dining sessions.

The Jodhana Wing Guests staying in the Jodhana Wing of the hotel can experience luxurious intricacies of a bygone royal era, perhaps in a more pronounced manner than other guests at the hotel. They get an access to the royal family’s Chefs and craftsmen as well as to their private camel reserve, polo stables and more. The Jodhana Wing houses 15 exclusive suites that are adorned with private collection of the royal family’s heirlooms and artifacts. In this wing, there is special in-room access for some of the Jodhpur’s best artisans including juti makers, bangle craftsmen, tie and dye artists and earthen-ware potters. Evening tea is a special occasion here as guests are greeted with the fragrance of traditional incense, herbal teas and French press coffee. Guests here can also sample culinary specialties and family recipes from the royal kitchens and are served home-made namkeens, pickles and chutneys. The terraces in the Jodhana Wing are a perfect vantage point to view rich cultural performances and they offer an intimate space for diners or for small scale celebrations. Staying in the Jodhana Wing also affords one to experience many royal pastimes and passions. Here guests can acquire passes to special events and are often invited to parties around Jodhpur. Personalised tours along with expert guides and historians can be arranged for visiting any public monument or tourist attraction. The Jodhana Wing guests can also experience a luxurious picnic at the royal family’s Bisalpur farmhouse, amidst a conserved natural habitat for camels and other animals. A private tour of the polo club or the royal family’s stables can also be arranged on request. The Jodhana experience also includes complimentary airport/station transfers, in room check-in, sophisticated toiletries, royal amenities, turndown service and many pleasant surprises.

Banquets & Events Ranbanka Palace is the ideal venue for hosting meetings, incentives, conferences and exhibitions in Jodhpur. The hotel has a conference hall, multilingual

staff, secretarial services and Wi-Fi or broadband Internet access. The hotel is also suitable for weddings, and also for smaller or more private celebrations ranging from brunches and lunches to birthdays, anniversaries, baby showers and reunions. Of course, the Chef and his team are there to create a wonderful gastronomic affair for such occasions as per the requirements of the guests. n

Promoting Culture The management of the hotel has long promoted arts and culture. The hotel organises daily performances and goes to great lengths to generate employment for Jodhpur’s artisans. Restoration and maintenance of the palace is entrusted to local artists. The management of the hotel supports local villages and uses education as a means of empowering the youth. The hotel also sponsors music festivals and is actively involved with events that take place at Mehrangarh Fort like the Sufi Festival or the Flamenco & Gypsy Festival.

Jan-Feb ’16

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Hotel Business Review

The Vista Looks Bright By Swarnendu Biswas

ndia has a predominantly costconscious society, which is often reflected in the people of the country’s economic choices. No wonder, here the market and potential market of budget hotels probably have been always there. But sadly, before the twenty-first century there were not many budget hotels in the country. The accommodation options in India while on travel, was largely the choice between two extremes — five-star and four-star hotels, and guest houses, many of the latter being unkempt and gloomy. Since the last decade, with India’s economic liberalisation gaining momentum, business travel within the country increased by leaps and bounds, which fuelled demand for quality and yet value for money hotels. The significant increase in disposable incomes among select pockets of middle class society but sizeable numbers of people, along with growing interest for travel in the middle class Indian society, also facilitated the demand for budget hotels in India. Plethora of small time and middle level 58

Jan-Feb ’16

domestic business travellers with limited budgets, who are frequently travelling within India in AC two tier or AC three tier, are expected to always prefer budget accommodations over an exorbitantly priced luxury room in a high-end hotel or resort. They are looking for efficiency and comfort with affordability from a hotel and not some classy personalised luxury that they can’t afford. However, if the personalised luxury comes within an attractive budget, then I don’t think such guests would object to it! In fact, personalised luxury could be an added attraction in choosing among the budget hotel options in India, in the near future. Of course, budget hotels are not only for the small time and medium level domestic business travellers but also for the plethora of leisure travellers of both domestic and inbound varieties, who are travelling within or to India within a reasonable budget or with a tight budget. Not only the metro cities, but also the tier-II and tier-III cities which

are industrial towns or pilgrimage destinations in their own right, are ideal locations for budget or economy hotels. No wonder, there has been a mushrooming of budget hotels across the country during the recent years. Since the last decade, a significant majority of the new hotels in India were in the economy or budget segment. Now in the aftermath of recession, when the Indian hospitality industry is going through a recovery phase, the trend of budget hotels seems to be going through a boom of sorts. Budget hotels in the country are also getting standardised.

Standardisation and Growth This can be explained through the burgeoning growth of new players like OYO Rooms, Vista Rooms, ZO Rooms in this segment, during the recent years, or shall we say months, across the Indian hospitality industry. It seems with more branded options available in the budget category, even a section of those travellers in India who can afford to stay at a fivestar or four-star property would prefer

Jan-Feb ’16

Profile

Hotel Business Review

to stay on a budget property in the near future, irrespective of whether they are travelling on business or leisure. Take the case of Mumbai-based Vista Rooms, which came into being only in April 2015. Initially, the brand was expanding in Mumbai and Pune only. Within six months of its inception, the budget hotel aggregator was having presence in more than 80 locations in India including Delhi, and there were 700 properties within the ambit of this galloping brand. Presently, Vista Rooms has over 800 properties in its network, and it has presence in 100 cities across the country. “Vista Rooms was created with the sole intent of standardising budget accommodation in India and providing a predictable experience to budget travellers, travelling to and within India,” averred Amit Damani, the Cofounder of Vista Rooms. The other Cofounder of this budget hotel aggregator is Ankita Sheth, who was instrumental in setting up the Mumbai operations of OYO Rooms. Presently, the budget hotel segment in India is highly fragmented and the unpredictability in experiences provided that still continues among the existing players is mind-boggling. Vista Rooms, according to the only 27-yearold Damani, endeavours to change this disturbing scenario. “We get a healthy mix of business and leisure travellers. The properties within our network focus on the standardisation of accommodation and they cater to the needs of both business and leisure travellers,” affirmed Damani. The stupendous growth of Vista Rooms portends a high possibility of infusing the much needed element of standarisation in budget hotel accommodations in India. “Within 2016, Vista Rooms plans to have over 2000 branded properties across 150 cities in India,” informed Damani.

A Holistic Approach Vista Rooms’ role with its partner hotels is hugely comprehensive. “We have a holistic approach to the property rather than focusing on just hotel rooms. We work very closely with our hotels in our ambit to facilitate a holistic improvement in the standard of their rooms and service. We have also focused extensively on smaller cities of India, where there is 60

Jan-Feb ’16

Amit Damani

a greater need for quality-assured stays,” explained Damani. “We work with our partner hotels to increase their occupancy, improve their ARRs and help them reduce their operational costs by leveraging technology. We also give them access to our vendor partners for supplies and staff training,” explained Damani. I queried him on the revenue model for the chain. “We work on a 70:30 revenue sharing model where we earn 30 percent on every booking,” replied Damani candidly.

Small Cities, Big Focus In fact, tier-II and tier-III cities of India seem to be the mainstays of the growth of Vista Rooms. “We see a lot of demand for good budget stay options in tier-II and tier-III locations in India, both from business as well as leisure travellers,” informed Damani. According to him, earlier there were many travellers in India who were choosing to stay at four and five-star properties since they “did not trust the budget properties in these tier-II and tier-III cities of India.” Such people are still there in sizeable numbers, but their numbers are less now. Perceptions are changing in the Indian hospitality industry, and they are changing fast. According to him, Vista Rooms is the largest player in the tier II and tier III markets of India when it comes to budget hotel accommodation.

Personalisation is the Key However, with so much competition

around, the budget hotel aggregators in India need to be more and more innovative for enhancing or even maintaining their present market share. In this regard, as discussed before, personalisation would play an important role. For example, Vista Rooms’ mission statement declares ‘Personalized luxury at a budget.’ “When a customer associates with Vista Rooms, a Personal Manager is immediately assigned, who takes care of all travel led inquiries or assistance of the customer right from her/his checkin to check-out. This Personal Manager is accessible across mobile and online platforms and would extend any form of travel assistance right from the room/ location related queries to concierge services. Vista Rooms also ensures that its partner hotels are technologically upgraded, so that their guests have a comforting stay,” elaborated the savvy start-up player.

The Future is Here The stupendous growth and rapid branding of the budget hotel segment in India can pose a serious challenge for the revenue growth of five-star properties in the country. The visionary entrepreneur predicted that “The present year will see a growing shift in the number of travellers in India choosing budget stays over four and five-star rated properties.” He also observed that “Travellers in India nowadays prefer to spend more on sightseeing and other activities than on their stay per say.” However, with online and mobile transactions gaining currency in the Indian hospitality business and with increasing numbers of travellers booking their hotel rooms through online aggregators such as Yatra and MakeMyTrip, he believes that “Mobilefriendly sites with chat capabilities is a must for all budget hotels in India to channelise a significant enhancement in direct sales.” The conducive business climate for budget accommodation in India has perhaps gave an encouragement to Damani for charting ambitious plans. He has the goal of having a Vista Room branded hotel in every city of India and has plans to garner over a million loyal customers who would prefer to stay with n Vista Rooms in any city they visit.

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Hotel Business Review

P ro d uct Previ ew

Adding Value to the Table

Doors to High Performance

The quality of raw materials, workmanship and ideas make the difference between an average product and something special. Thakurji Tablwares believes in producing products which are special. The company is a manufacturer, exporter, and supplier of high quality tableware in India and abroad. Its assortment of tableware comprises kitchenware, ice bucket, brass candle holder, pastry stand, cruet set, and rectangular chafing dish. The company offers variety of styles and designs in tableware. The company’s products are being designed by master craftsmen, keeping in mind the latest market trends. Thakurji Tablwares’ clientele is spread across hotels, restaurants and airlines. Incepted in the year 1971, Thakurji Tablewares is an ISO 9000-9001certified brand. The production unit of the company is spread over a vast area of 2000 sq mt., in Moradabad, Uttar Pradesh. Thakurji Tablware is well- equipped with technologically advanced machinery that helps the company to produce the products efficiently. The products of the company are regularly inspected by experts with the help of its in-house R&D and testing facilities. The company has also installed CAD (Computer-Aided Design)/CAM (Computer-Aided Manufacturing) facilities. Thakurji Tablwares thakurji289@gmail.com

TOSHI Automatic Systems Pvt. Ltd. is a leading provider of products, applications & solutions for entrance, secured entrance and hygiene automation; catering to industrial, commercial, institutional, and pharmaceutical needs across public & private sectors. TOSHI translates into hi-tech facilities, a full and high quality delivery system, a service-oriented approach and very competitive prices. Its comprehensive range of entrance, secured entrance, and hygiene automation varies from stand-alone products to an array of customised applications & solutions. Toshi offers comprehensive products, applications and solutions that attract and retain architects, designers, specifiers, builders and entrepreneurs. The product portfolio of the company includes industrial & commercial high performance doors, gates, secured entrance solutions, loading docks, warehouse solutions & hygiene automation. The company’s R&D teams are constantly looking for new and innovative products, which meet both the specific customer requirements and deliver highest industry standards. The company’s technical know-how and application skills strengthen its market position. TOSHI Automatic Systems Pvt. Ltd.

Art on the Wall Wall coverings impart warmth, refinement, depth and natural nuances which can give life to the bare walls. They highlight the authentic character of the space, be it a house, office or a hotel. Succinctly, wall coverings give the much needed edge to the interior design. As far as wall coverings go, ARTE plays a crucial role. Pristine Marketing brings Arte wall coverings from Belgium. ARTE strives to use innovative techniques to create unique wall coverings. Its alluring and often surprisingly new designs provide inspiration for a discerning audience worldwide. The intrinsic values of ARTE wall coverings are the elegance, luxurious feel, exquisite quality and technical expertise, combined with the ease of application for both residential and commercial interiors. The range of ARTE boasts of sophisticated glass beads, elegant velvet prints, electrifying metals, patchwork of natural tree bark, hand woven inlays, wrinkled hand crushed papers, embossed metallic prints, three dimensional textiles, natural plant fibres and many more. This Belgian company has been a leader in the international wallpaper market for more than 25 years. Pristine Marketing pristine.mktg.services@gmail.com

info@toshiautomatic.com

Luxurious Bed & Bath Linen Quality and sophistication are the hallmarks of Home Zone’s bed & bath linen range, which is used in the star category hotels in India. The company makes exquisite bed linen for hotel rooms with different infill materials like down & feather, soft microfibre & hollow fibre. The company provides a comprehensive range of pillows, cushions, duvets, comforters, mattress toppers and mattress protectors. In the bath linen category, the company provides an awesome range of towels & robes. Succinctly, Home Zone’s superb quality linen can enhance the guests’ comfort while adding a fashionable touch to the hotel’s bedroom too. Home Zone India, based in Panipat, Haryana, has marketing offices in New Delhi (Central Office), Punjab, Srinagar, Hyderabad, Kathmandu & Kolkata. Home Zone India info@homezoneindia.com

The information published in this section is as per the details furnished by the respective manufacturer/distributor. In any case, it does not represent the views of Hammer Publishers Pvt. Ltd.

Jan-Feb ’16

BUSINESS OPPORTUNITY

BLUE FAB Table Linen & Uniform

A d v er t i ser ’ s Inde x Company akasa international AMBIENTE india 2016 ARCHII BAKERS SHOPPEE BLUE FAB combii organochem pvt. ltd. dhobighat edt expo 2016 fcml distributors pvt. ltd. f&f global pvt. ltd. fha 2016 GRALIT INDIA BIOTECH P. LTD. HEIMTEXtil india 2016 home comfort texo fab home zone india hotelex 2016 ifb industries ltd. infinity hygiene care jaygee group k.k hangers loomcrafts furniture india pvt. ltd. mehta furnishers

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mitzvah engg. inc. 63 MKN INDIA 33 platinum beds international 39 pristine marketing 25 pushkal textiles 14 raenco mills p. ltd. 45 RANS TECHNOCRATS (iNDIA) PVT. LTD. bc remington steel arts 63 SAMRAT FURNISHERS 37 sial china 2016 43 SIO VASSUNDHARA INTERNATIONAL PVT. LTD. 09 sk international 49 sn global 51 SNOOZER BEDDING LTD. 05 STACKWELL 53 Supershine Laundry Systems Pvt. Ltd. bic TAJINDER BINDRA DESIGNS 18 toshi automatic System Pvt. Ltd. 08 trend N Design fic Venus Industries 01 winterhalter india pvt. ltd. 13 Business opportunity 63

* BIC - BACK INSIDE COVER * BC - BACK COVER

Jan-Feb ’16

Intervi ew

Hotel Business Review

Managing Hospitality By Sharmila Chand

Gagandeep Singh, General Manager, Holiday Inn Jaipur City Centre is a proficient hospitality professional with significant experience. He has worked with prominent hospitality chains including The Oberoi Group, IHG, Accor, and Sarovar. He is now once again working with IHG. With more than a decade’s experience, he has graduated from the position of Chef to F&B Manager to being the GM of a hotel. His comprehensive knowledge of the hospitality business, and his skills in leading teams and motivating them in order to deliver excellent levels of customer service, have helped in achieving great revenues, profits and improved guest satisfaction levels. The excerpts of the interview follow: What is the USP of the property you are managing?

The City Centre location and being part of the international brand of Holiday Inn are our USPs. Besides these the quality of our F&B outlets and consistent service delivery are the factors which distinguish our property from others in the same bracket.

What is the marketing strategy you have adopted to promote the property?

Our marketing strategy is based on improving local visibility and wedding business.

What according to you is the role of F&B in getting business for a hotel? How much importance do you give to this department?

Being a City Center hotel, F&B plays a vital role and we regularly do festivals and events in our various F&B outlets. We have a variety of F&B outlets, each with its own specialties. They include Road House Bar & Grill, which is an American style casual dining restaurant; Chao Chinese Bistro, which serves authentic Chinese cuisine; and 64

Jan-Feb ’16

Monarch, which serves authentic Rajasthani cuisine. Could you reflect on the future plans and new initiatives you wish to undertake in the property you are managing?

We will continue to focus on our marketing activities, and on food festivals in our outlets.

What is the most crucial issue to tackle in the Indian hospitality industry these days?

Managing good REVPAR (revenue per available room) and enhancing F&B revenues.

What do you enjoy the most about being at the helm of affairs at the hotel?

It is to meet and interact with guests.

What do you think makes a good GM?

I believe a person with high emotional intelligence makes a good GM.

What is your strength, professionally?

It is my management strength which includes new market penetration, business mapping, regular sales & marketing, revenue management, budgeting, improving online business, contract negotiation, team motivation among others. Efficiency in planning and execution is crucial to my management. And what do you consider your weakness?

I am sometimes accused of being over friendly. I also need to stop thinking of work all the time, and maintain work life balance. How do you de-stress?

I am an early riser and do bit of both gym and yoga. This helps me in getting de-stressed.

What is your working mantra, your guiding philosophy in work?

I believe in making a difference in business, in my personal life, and to the society. I believe in the famous quote of Milkha Singh who said, ‘You can achieve anything in life. It just depends on how desperate you are to achieve it.’

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