Hotel Business Review (Jan-Feb 2019)

Nov-Dec ’18

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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

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n today’s competitive market Hotels need to look beyond traditional practices to create a niche for themselves in limited market space. The cover story stress upon how boutique hotels are different from regular hotels. Travellers seeking a unique, personalised experience that they will never get at a chain hotel, boutique hotel is answer to them. Boutique hotels do have an upper hand because of their ability to make memories.

Promoting boutique hotels is much different then large chain hotels.

Hotels continuously innovate to ensure guest loyalty for sustained business. Few events suddenly invoke an unwanted response from even most loyal guests. The data breaches reported by hotels is affecting everything from major multinational corporations to single properties. Hackers continue to target the hospitality industry with sophisticated attacks on secured data. Hotel operators must continually strive to keep the sensitive data that is collected from their guests secure, and that failure to do so can have significant negative ramifications on current and future guests. In the business story we have embarked upon the issue of security breach faced by the industry.

Feature story discuss upon various trendy fragrances used by hotels to create a long lasting impression and memory. The signature scent of a hotel is such a subtle yet significant branding exercise in a hotel’s scheme of things that the management mandarins spend precious hours and pretty pennies in deciding what should define their property. The F&B section describes the future food trends and how they will drive the success of an establishment.

The most obvious benefit of greenery in hotels is that adding plants and greenery inside hotels adds to the charm and attractiveness of the building and create a welcoming environment. Design story explains how landscaping and greenery is crucial in enhancing the property’s value.

Indoor Air Quality (IAQ) refers to the effect, good or bad, of the contents of the air inside a structure, on its occupants. IAQ is the need of the hour and technology section talks about its cause and control for better indoors.

Guest loyalty is beyond loyalty programmes, it is more than what hotel perceives. In management section we stress upon how personalised service with smile can ensure guest loyalty.

The other sections covered in the issue are Property profile, Housekeeping operations, spa and other regular columns.

The coming year will see new properties and innovations and we always look forward to hear from them. Do get in touch and share your story.

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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 Rajat Taneja Mobile: +91 9810315463 Editorial & Advertising Offices: Delhi: Hammer Publishers Pvt. Ltd. 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi-110008 Phone: 91-11-25704103, 45093486, 45084903 Mumbai: Hammer Publishers Pvt. Ltd. 105, 1st Floor, Aarpee Centre, Gufic Compound, 11th Road, MIDC, Near Tunga Paradise, Andheri (E), Mumbai-400093, India Phone: 91-22-28395833 E-mail: info@hammer.co.in © 2019 Hammer Publishers Pvt. Ltd. No part of the publication may be reproduced, stored in retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the publisher.

Hammer Hotel Business Review is a bi-monthly magazine, printed, edited, owned and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Print Creations, C-112/3, Naraina Industrial Area, Phase-1, New Delhi.

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.

Disclaimer: The editor and publisher believes that all information contained in this publication are correct at the time of publishing.

Content published not necessarily are the opinion or view of the editor and publisher. Editor and publisher declines any responsibility for any action taken based on the information contained in this publication, including liability for error or omission.

Annual subscription rate within India is Rs. 500 and for overseas it is US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 for overseas. Cheques are payable to Hammer Publishers Pvt. Ltd.

HOTEL B u s i n e s s

inside

R e v i e w

An Exclusive Business Magazine for the Hotel Industry

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COVER STORY

Boutique hotels’ popularity has been growing over the years. Some of these properties are themed, whilst others support an underlying philosophy such as eco or sustainable tourism.

Customisation is one of the properties which have made them popular.

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MANAGEMENT

Beyond brick-n-mortar structure, b e a u t i f u l fa c a d e s , d e s i g n & a m b i e n ce, fa c i l i t i es , t h e re i s something more to ensure the guest loyalty. Hotels are there to offer hospitality, and customer experience with best offerings.

BUSINESS

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Guests’ security in the hospitality industry, today, does not merely refer to physical safety but also involves protecting guest identity and mental peace of mind. With data breaches making headlines over the last few years the threat of misuse of stolen data has been a factor that is priority in the minds of the industry professionals.

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Everybody needs a break from the chaos of the city life. People these days are also more conscious of the impact they create on their immediate surroundings and the need for healthy environment.

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FEATURE

Whenever you enter a hotel it is the smell that fills you up with a superlatively nice, inviting, warm, nostalgic or breathtaking feeling.

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OPERATIONS

To ensure proper maintenance of carpets in hotels, housekeeping managers need to put in place adequate preventive measures.

F&B

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As 2018 comes to a close, the food and beverage industry is all set to embrace new trends that will dominate in 2019.

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departments 04 Event 08

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TECHNOLOGY

There is a growing evidence that the air within buildings can be more seriously polluted than the outdoor air in even the largest and most populated cities.

SPA

Based on the concept of new Ayurveda, you get to understand exclusive therapies for your well-being that takes you on a journey of self discovery.

DESIGN

Landscaping is no longer limited to just creating green spaces outside the building but latest trends show that the gardens are beginning to move indoors too. Exquisite gardens are now being created within the confines of hotel buildings.

PROPERTY

News Scan

18 Appointments 22 Report 64

Product Preview

68 Interview

Cover Pic: The Baradari Palace, Patiala

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Event

Hotel Business Review

EVENTS’ CALENDER

Aahar 2019

Dedicated to Hospitality & Food Processing Industry 12th -16th March 2019, Pragati Maidan, New Delhi, India

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a h a r, t h e i nte r n at i o n a l fo o d & hospitality fair, will be taking place at its regular venue of Pragati Maidan, New Delhi. The 34th edition of the mega annual show for the food & beverage and hospitality industry would be taking place during 12th -16th March 2019. The forthcoming event is being organised by India Trade Promotion Organisation (ITPO).

Aahar is regarded as the largest trade fair in the food & hospitality sector in India.

The fair has grown by leaps and bounds in recent years and has become the ultimate destination for global vendors and sourcing professionals to visit in the month of March.

It is the perfect opportunity for the industry to network and establish business contacts.

Aahar 2019 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 impressive product ranges displayed at the fair would include fresh produce & dairy products, confectionery/desserts, bakery products & ingredients and bakery equipments, organic & health products, frozen, canned & processed food products, meat, poultry & sea food, cheese and fine specialty food, snacks and convenience food, food ingredients, additives and preservatives, coffee and tea, syrups, juices & energy drinks. etc. The exhibition is also expected to showcase bar accessories, bed, bath and table linen, chafing dishes, ta b l ewa re, c u t l e ry, c h o p p i n g b o a rd s , crockery, glassware, garden furniture, kitchen ware, spa amenities, stainless steel products, brass platters, toiletries, sanitary

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fittings, laundry equipment, dish washing machines and packaging machinery related to food products, among others.

The event is expected to be visited by a galore of professionals and entrepreneurs from the food & beverage and hospitality i n d u s t r y a c ro s s t h e g l o b e , w h i c h includes Executive Chefs and Executive Housekeepers, Hospitality Procurement Heads, Purchase Consultants among others.

Like the previous editions of the show, Aahar 2018 is also expected to give an impetus to the business potential of Indian food service and hospitality industry. Besides facilitating business, Aahar also serves as a platform for the food & beverage and hospitality industry players to disseminate/gather relevant information and gauge evolving and futuristic trends which can greatly benefit many participants at the fair.

Going by the emerging and ongoing trends in the Indian food & beverage and hospitality industry, we can safely assume that the forthcoming edition of Aahar is expected to supersede even these impressive figures of Aahar 2018, and is poised to become a great success story.

The gross covered area for the event this year will be further reduced from last year due to renovation at the venue. The show will be organized only in Hall Numbers 7 to 12A. There won’t be any temporary structures as last year to accommodate the additional exhibitors. ITPO has this year created options of smaller stalls to accommodate as many exhibitors possible.

There will be two entrances to the show.

While one will be from Gate No 10, near Pragati Maidan Metro Station, the other will be from Gate No 1 on Mathura Road.

Gulfood 2019 17-21 February 2019 Dubai International Convention & Exhibition Centre, Dubai www.gulfood.com Alimentaria Mexico 2019 5-7 March 2019 Expo Guadalajara Mexico www.alimentaria-mexico.com Aahar 2019 12-16 March 2019 Pragati Maidan, New Delhi www.aaharinternationalfair.com HOTELEX 2019 1-4 April 2019 Shanghai New International Exhibition Center, Shanghai, China www.en.hotelex.cn HICSA 2019 3-4 April 2019 Grand Hyatt, Mumbai www.HICSAconference.com

Bakery China 2019 6-9 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.bakerychina.com

HOFEX 2019 7-10 May 2019 Hongkong Exhibition Centre, Hongkong www.hofex.com SIAL China 2019 14-16 May 2019 Shanghai New International Exhibition Center, Shanghai, China www.sialchina.com NRA Show 2019 18-21 May 2019 McCormick Place, Chicago, US www.show.restaurant.org Thaifex- World of Food Asia 2019 28 May- 1 June 2019 Impact Challenger & Exhibition Center, Thailand www.thaifexworldoffoodasia.com

Food Taipei 2019 19-22 June 2019 Taipei Nangang Exhibition Center, Taiwan www.foodtaipei.com.tw

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Hotel Business Review

Event

Ambiente 2019

Impressive increase in quality and visitors The top ten visitor nations after Germany were Italy, China, France, UK, Netherlands, United States, Spain, Switzerland, Russia and South Korea. Satisfaction ratings among visitors remained at a high and robust level of 94 percent. Outstanding increases in visitors were recorded from the entire world this year, particularly from South America, with countries such as Brazil, Ecuador and Mexico, from Europe including UK, Spain, Netherlands and Russia, and from Asia, with China, Thailand and India.

India – The Partner Country Over the last few years eight partner countries have successfully showcased themselves at Ambiente. This time the partner country was India. Ambiente 2019 was very much dominated by the masterly craftsmanship and traditions of the subcontinent, by India and by an amazing variety of delicious food. India captivated visitors with its countless facets, traditions, creative visions and talents, as well as with fascinating presentations.

Running under the heading “The Future is Handmade”, India’s contribution put a fourfold focus Ayush Kasliwal on handmade textiles, design and craftsmanship. mbiente, the leading international trade fair and the world’s The designer Ayush Kasliwal gave a special presentation under the number one in products associated with dining, cooking, household items, furnishings and ornaments, interior design, gifts, jewellery and fashion accessories, is “The Show” for the entire industry. The breadth and width of Ambiente make its unrivalled product range unique throughout the world. The world’s leading trade fair for consumer goods in Frankfurt has come to an end after five days, finishing in an excellent mood and with a rise in visitor numbers.

Ambiente 2019 featured 4,451 exhibitors from 92 countries and attracted 136,000 trade visitors from 166 countries, presenting classic and innovative products over five days. This most important global consumer goods exhibition offers a wide range of events, programmes for newcomers, trend presentations and award ceremonies, all at the same time.

Starry Night Café Occupying an exhibition space of 306,500 square metres gross, the show revealed the trends of the forthcoming business year.

85 percent of all exhibitors came from outside Germany, making heading ‘Hand Make’ at Galleria 1, demonstrating Ambiente 2019 the most international one of all times. Significantly the importance of craftsmanship for India today more exhibitors reached their targets for the trade fair this year, and what it can offer the world. The two-part making more contacts than the year before. presentation was in discreet colours, and the Sandeep Sangaru “Using Ambiente as a trading hub, consumer goods manufacturers products were beautifully highlighted in the style from the entire world target both local and regional markets – all of a design gallery. over the world. The signals are set for the entire year, 2019, and Meanwhile his designer colleague Sandeep Sangaru invited beyond. This is impressively borne out by the number of orders and visitors to a picnic under a canopy of stars in Hall 4.1. Sandeep the quality of both German and international buyers,” says Detlef Sangaru, an interdisciplinary designer, educator and entrepreneur, has Braun, Member of the Executive Board of Messe Frankfurt GmbH. designed the ‘Starry Night Café’ in this hall specially for Ambiente.

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Hotel Business Review

Working with artisans and women from north-east India, he turns bamboo into a viable material for everyday use.

Sunil Sethi, CEO of the Sunil Sethi Design Alliance and President of the Fashion Design Council of India, was the curator of the two special presentations ‘Stepwell’ and ‘Kaārwaān’.

What makes Northern Indian ‘Stepwells’ so impressive is their centuries-old sustainable technology and simple design, reflecting the country’s traditional craftsmanship. This was the basic concept of the presentation in the foyer of Hall 9.0, showing India’s typical products and production methods in an interactive environment.

The foyer of Hall 10.1 also featured the special presentation ‘Kaārwāan’ with its mix of contemporary and historic objects. They were showcased in a light and airy atmosphere, reminiscent of the first global traders who travelled around the world, transporting their merchandise in caravans of camels and presenting them in market tents.

Location and origin are also major elements for some of the Talents. Indian artists represented were Roshad Shroff, who showcased Stepwell in the ‘Talents’ area right next to Pravinshi Solanki Pratibha Parkar and Solid Bench, the two Shantmanu O. P. Prahladka winners of the ILA Interior Lifestyle Awards, and also Viti Mittal, the winner of the Elle Decor Awards for Young Talents.

A m b i e nte co nt i n u e d its tradition of holding a Raj Manek Sunil Sethi Rakesh Kumar special themed day on the

Karwan

Monday of the trade fair.

The day was concluded in style, with a reception g e a re d towa rd s t h e partner country.

Ambiente 2020 will have an international HoReCa Forum Fro m A m b i e nte 2 0 2 0 onwards, the Dining area will have a dedicated hall level for exhibitors from the hotel, restaurant and catering segment (HoReCa). By giving this segment more space in Hall 6.0, the world’s leading trade fair for consumer goods is underlining its position as an important international HoReCa trading platform for everything that matters in the hospitality industry.

Whether it’s hoteliers, wholesalers or chefs, from 2020, trade visitors at Ambiente will benefit more than ever from the HoReCa line-up at the trade fair. Next year any exhibitors with an emphasis on front-of-house business will have a consolidated presence in Hall 6.0 and will therefore be immediately next to tableware products in Halls 4, 6.1 and 6.2.

“The HoReCa area has been developing extremely successfully for several years now. By expanding our range, we are responding to ongoing growth and also to the needs of the industry, ensuring that, in the future, our visitors can focus even more specifically on fields of interest located at the intersection of hospitality and tableware,” explains Nicolette Naumann, Vice President of Ambiente.

Ambiente provides professionals in the industry with a special complementary programme, comprising expert talks, networking evenings and other events. Buyers, manufacturers and planners therefore have perfect opportunities to learn about innovations and new ideas, to share knowledge and to network with one another.

The next Ambiente will be held from 7 to 11 February 2020. In 2020, we can also look forward to the exciting subject of “The world comes to Ambiente”, as the world’s leading trade fair will be presenting a programme in a new look and exceptional design. n

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Fairfield by Marriott Opens Here Comes a ‘Handicrafts’ Hotel New Hotel in Goa Marriott International recently opened Fairfield by Marriott Goa Anjuna, making it the 14th Fairfield hotel in India. Located within close proximity to North Goa’s bustling entertainment and nightlife destinations, the new property is the first Fairfield hotel in Goa. “This is our first Fairfield by Marriott property to debut in Goa

and the 15th for the brand in South Asia,” said Mike Fulkerson, Vice President, Brand and Marketing, Asia Pacific, Marriott International.

“Fairfield by Marriott Goa Anjuna is an ideal beach destination for a family vacation, leisure retreat or corporate team building outing,” Fulkerson added.

The hotel boasts of 130 thoughtfully designed guestrooms besides 1,248 square feet of dedicated indoor meeting space meant for conferences, weddings and social gatherings.

The Palm Beach Hotel, a sister concern of LeSutra, Mumbai, recently opened the doors to its heritage wing, the Andhra Arts and Crafts Hotel recently. The new wing boasts around 70 sculptures and 50 art installations that weave in the narrative of Andhra’s arts and crafts within the passages, corridors and residential areas of the hotel, thereby positioning it as the “first handicrafts hotel”.

Designed exclusively by Andhra national award winning artisans, interior designers, c raft s m e n a n d s c u l pto rs , t h e property for the v e r y f i rs t t i m e has all its rooms themed on craft forms like Tholu

Bommalata or leather s h a d o w p u p p e t r y, Budithi brass work, Ka l a m ka r i p e n a rt and Etikoppaka toys to create an evolved aesthetic expression.

The hotel promises to be a unique destination not only for leisure but also for business and corporate travellers looking for an experience after boardroom hours.

“By purposefully using an assemblage of traditional and modern handicrafts in the interiors, the hotel not only pays tribute to the cultural heritage of one of India’s magnificent states but also preserves the legacy of its artisans,” said Mitali Bajaj, Spokesperson, Le Sutra.

Novotel Pune Nagar Road Awarded by GreenOtels Among the large format hotels, Novotel Pune Nagar Road has won the silver award for sustainability by GreenOtels, an initiative by Root Cause Media. Presented in a ceremony held in Hyderabad, the awards were envisioned solely to give recognition to India’s most sustainable, environmentally- friendly and socially responsible hotels.

The selection progress factored in how these properties managed energy, water, and waste and engaged in community activities.

“We are proud to receive the GreenOtel award for sustainability.

It demonstrates the fact that we are concerned about our environment and taking all possible steps to preserve it,” said Nitin Pathak, General Manager, Novotel Pune.

“Novotel Pune believes in eco- friendly associations and this award takes us a step closer towards our aim of preserving nature and its resources,” Pathak added.

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IHG signs Holiday Inn Goa JW Marriott Pune Bags 3 Times Food Awards Candolim InterContinental Hotels Group (IHG), one of world’s leading hotel companies, has signed a management agreement with Tipping Point Hospitality Private Limited for Holiday Inn Goa Candolim.

Nestled amidst two of the North Goa’s famed and popular destination – Candolim and Calangute -- the hotel is expected to welcome guests in November 2019.

The newly built , 110-room Holiday Inn Goa Candolim will be a 30-minute drive from the city centre and a 60-minute drive from the Dabolim Airport. The hotel is also in close proximity to North Goa’s popular entertainment and nightlife destinations and is a 15-minute walk from Candolim beach and Sinquerim fort.

Holiday Inn Goa Candolim will comprise expansive meeting space and a business centre to meet the rapidly growing MICE (meetings, incentives, conferences and exhibitions) demands in the city.

“We are delighted to partner with Tipping Point Hospitality Private Limited to expand our presence in Goa - one of the most sought after destinations in India that is known to welcome travellers with diverse profiles and different needs,” Sudeep Jain, Vice President, Development, South West Asia, IHG, said in a statement.

“The hotel demand in Goa over the past decade has evolved from being solely leisure driven to a more varied base including MICE and commercial segments,” Jain said.

J W M a r r i ott P u n e was h o n o u re d w i t h t h re e awards at the Times Food and Nightlife Awards held in Pune in January. Pasha, i ts s i g n at u re ro of to p lounge, was awarded the “Best North Indian Food in Premium Dining” and Mi-aMi received the “Best Nightclub” in the nightlife category. The hotel’s head mixologist, Rohan Rege was d e c l a re d as “ B es t Mixologist.

“Our team is elated with the win! At JW Marriott Pune, we aim to maintain quality standards and to ensure our patrons are offered excellent services and a delightful experience,” said Vineet Mishra, General Manager of JW Marriott Pune.

AccorHotels Launches Mercure Goa Devaaya Retreat AccorHotels recently launched the Mercure Goa Devaaya Retreat, a property dedicated to traditional healing. The property, in partnership with the Alcon Victor Group, which ran Goa Devaaya Retreat for a number of years, is situated on the Divar island on Goa’s Mandovi river.

Mercure Goa Devaaya Retreat will offer visitors authentic Ayurveda, Naturopathy and Yoga treatments with international hospitality standards, AccorHotels said.

The property also offers tailor-made corporate yoga programmes for professionals, managers, executives and technicians through its programme titled “Self-Management of Excessive Tension.”

It offers 28 well-furnished therapy rooms (modern/ rustic), a large yoga pavilion, river facing venues, hydrotherapy rooms, mud bath areas, physiotherapy rooms, fitness centre, swimming pool, jogging track and an array of diet centres serving customised ayurvedic diets.

“The launch of Mercure Goa Devaaya Retreat marks another milestone for AccorHotels’ expansion in India. The traditional wellness market is increasing rapidly, and people are looking for solutions to urban stresses and lifestyle related health issues,” said Mr. Jean-Michel Cassé, Chief Operating Officer, India & South Asia, AccorHotels.

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HPMF Rajasthan Chapter Launched at Hilton Jaipur India’s Hospitality Purchasing Managers’ Forum (HPMF), an association of hospitality procurement professionals, officially launched its Rajasthan chapter at Hilton Hotel Jaipur on January 26. With this addition, HPMF now has 12 chapters within India and two international chapters – one each in the Middle East and Sri Lanka.

It’s been over eight years since HPMF launched its first chapter in Mumbai on 26th November 2010. The membership base has since then increased from initial three to over 2,600 across India, Middle East and Sri Lanka.

HPMF said the response from the local Rajasthan hospitality members was extremely overwhelming and a gathering of over 45 hospitality professionals from Jaipur and neighbouring cities attended the launch function.

Highlighting the importance of purchasing managers, Nitin Nagrale, Founder & General Secretary of HPMF said, “Purchasing is an integral part of any organisation and forming a forum like HPMF was more of a need than desire. The forum aims to bring the world closer to the procurement professioanls by networking and collaborating.”

“We are excited to launch the HPMF Rajasthan Chapter in Jaipur,” said Sanjay Chaturvedi of Hilton Jaipur who was crowned as President of HPMF Rajasthan chapter.

The chief guest of the event was Giriraj Singh Lotwara, President Shri Rajput Sabha, Jaipur, talked about the need

of opening a school of hospitality procurement in Rajasthan in coordination with HPMF. HPMF works towards bringing together the purchase heads of hotels on one platform to network and explore new ways of working and knowledge sharing from technology and innovation standpoint.

Naresh Saini of Alila Hotel Jaipur was appointed as the General Secretary of the Rajasthan chapter, HPMF said, adding that it intends to launch several international and domestic chapters before the annual convention at Kochi in Kerala.

Hotel Jaipur Greens is now Ramada by Wyndham Jaipur Noesis Capital Advisors, acting as the exclusive advisor to IRA Resorts Pvt. Ltd. and Wyndham Destinations (Ramada) has facilitated the brand franchising agreement for Hotel Jaipur Greens.

The 100-rooms eco-friendly property promoted by IRA Resorts has entered into franchise agreement with Ramada and has now been launched as Ramada by Wyndham Jaipur.

“Jaipur city enjoys pre-eminence in attracting a large slice of leisure and business tourists from across the world. Hotel Jaipur Greens had over the years displayed excellent operational efficiency and enjoyed a strong reputation. Now with the adoption of franchise agreement with Ramada it can leverage on recognised brand name and benefit from added marketing and distribution support,” said Nandivardhan Jain, CEO, Noesis Capital Advisors.

“Under the new identity, the hotel has the potential to dominate a larger market in the years to come. We are optimistic that the hotel will witness enhancement of revenue by 25 percent, within the next 24 months,” said Nandivardhan Jain, CEO, Noesis Capital Advisors.

The resort boasts of an open-air lawn space of about 18000 sq. ft. and 3 banquets on the lower levels with about 8000 sq. ft. area and is a preferred location for MICE and hosting marriages.

“Our Jaipur Green Resort is a strategically loacted asset targeting predominatly MICE business. From our alliance with Ramada by Wyndham, we are targeting to further strengthen our distribution system and operations,” said Ramakant Sharma, Managing Director, IRA Resorts Pvt. Ltd.

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MSIHMCT Pune Gets a New ITDC Felicitates National Wing Brave Hearts at Purana Qila Maharashtra Education Minister Vinod Tawade and Food Minister Girish Bapat on January 20 inaugurated a new wing of Maharashtra State Institute of Hotel Management and Catering Technology (MSIHMCT), Pune, which is celebratingits this year its 50th year in the field of hospitality education.

Addressing the a u d i e n ce o n t h e occasion, Tawade e m p h a s i s e d t h at the hospitality industry has tremendous scope for growth and the huge opportunities available for students. He also spoke about the need for faculty for continuously updating themselves on the recent trends in the industry.

Abhay Wagh , Directorof Technical education, Maharashtra, said that with tourism and hospitality sector developing rapidly, it is important for pioneering institute such as MSIHMCT to include dynamic changes in their curriculum to bridge the gap between Industry and Institutes.

The children who were bestowed with National Bravery Awards were welcomed and invited to an exclusive screening of a sound and light show run by India Tourism Development Corporation (ITDC) Ltd at Purana Qila, New Delhi.

ITDC screened the rise and fall Delhi during 1,000 years through the sound and light show “Ishq-e-Dilli” for the brave hearts.

Speaking at the felicitation ceremony, Piyush Tiwari, Director (Commercial & Marketing), ITDC, said, “It is a proud moment to be among the youth of India whose hearts are filled with vigor and righteous courage to choose and do right at such a tender age.

These young Indians have showcased highest level of humanity by valuing life of others and fighting their fears to protect others.

They are real heroes of our nations. It is indeed an honour for the ITDC family to host and meet these extraordinary children”.

This year, the National Bravery Award was also merged with the Bal Shakti Puraskar. The awardees were selected from 900 applications received through a special portal created for the purpose. The winners were selected through a rigorous process of critical analysis by a committee comprising experts from varied disciplines such as sociology, psychology, mathematics, science, art, music and sport. The children received the National Bravery awards for their outstanding acts of courage and tact from President of India Ram Nath Kovind.

Sofitel Mumbai BKC Launches Jyran Gin Bar Sofitel Mumbai BKC has launched a new liquor bar featuring gin cocktails and classics at its Jyran – Tandoor Dining & Lounge.

The bar was unveiled in the presence of sommelier Magandeep Singh, a Sommelier, Sofitel Mumbai BKC General Manager Biswajit Chakraborty and a large number of food and beverage connoisseurs from across the city.

“Gin is a delectable spirit that can be consumed by day or night, for afternoon lunches or over networking dinners. It derives its predominant flavour from juniper berries. It is one of the broadest categories of spirits, with various styles and flavour profiles,” said Chakraborty.

“With the Jyran Gin Bar, we are pleased to reinvent perceptions about gin as just another spirit and open doors for gin aficionados to rediscover a fine collection of authentic, gin-flavoured cocktails and much-loved classics that are steadily making their way through elegant hospitality space,” he added.

There are over 30 varieties of gin offered at Jyran Gin Bar including notable varieties like Le Gin de Christian Drouin, Stranger & Sons, Star Of Bombay and Cotswolds Dry Gin. “We are curating multiple flavours of gins with eight exquisite homemade infusions such as saffron, chamomile, Earl Grey tea, rosemary and more. At Sofitel Mumbai BKC, we have 30 unique gins that are sourced from 11 countries with over seven flavoured and five classic types of spirits that are infused with an array of special garnishes,” Singh added.

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Novotel Hyderabad Convention Centre Now in New Avatar Novotel Hyderabad Convention Centre unveiled in January a fresh look after it had completed the refurbishment process that started a year ago.

The design elements and changes reflect a more modern Hyderabad that has risen over time in the lifestyle index in the country and is home to a young aspirational population that seeks new offerings in line with international standards, Novotel Hyderabad Co nve nt i o n Ce nt re said in a statement. “ O u r fo c u s h a s been to redesign and i n n ovat e w i t h t h e hotel premises in such a way, as to make it more attuned to the new global and national trends, making it a hub of fresh experiences in the city,” said Manish Dayya, General Manager, Novotel Hyderabad Convention Centre and Hyderabad International Convention Centre.

One of the significant changes at the property was the unveiling of their new restaurant — Food Exchange, an all-day dining and social hub. With both western and Pan Asian cuisine on the menu, Food Exchange is a modern interpretation of food markets found across the globe.

“Food Exchange will act as a hub for the coming together of conversations, specialisations, food innovations and the celebration of multi cuisines. The venue offers a casually elegant dining experience with a progressive approach to food creation and beverage innovations,” said Gaurav Malhotra, Executive Chef, Novotel Hyderabad Convention Centre.

Sarovar Hotels Signs New Hotel in Jammu Expanding its footprint in the country, Sarovar Hotels and Resorts has signed a new hotel, Viraj Sarovar Portico, Jammu. This will be Sarovar’s second hotel in the state of Jammu & Kashmir after RK Sarovar Portico, Srinagar.

Located at Bari Brahmana, Viraj Sarovar Portico, Jammu, is in close proximity to Jammu Airport and railway station.

The hotel is expected to be operational in the middle of this year and when it opens it would offer 45 rooms with contemporary amenities, besides banquet facilities for up to 5,000 guests, Sarovar Hotels said.

“This announcement is aligned with our strategy of expanding and driving growth across all emerging destinations. Jammu is the nearest airport for connecting to Vaishno Devi, one of the most revered pilgrimage destinations in north India and we are delighted to service the needs of the travellers, with a hotel offering best in class facilities and services in Jammu,” said Anil Madhok, Executive Chairman, Sarovar Hotels & Resorts.

ITDC Conducts Training Programme for Management Officials India Tourism Development Corporation Ltd. (ITDC) recently organised a training programme on “finance & sash management” for its top management officials. Organised by Ashok Institute of Hospitality & Tourism Management (AIH&TM) at Hotel Samrat in New Delhi, the training was imparted by the Faculty of Management Studies (FMS), University of Delhi.

“I am privileged to be part of such initiative. It’s a great programme by ITDC & AIHTM. Aimed at helping the employees gain financial knowledge, this holistic training programme will help them in planning and executing better in day-to-day operations,” said Madhu Vij, a faculty member at FMS. The training programme covered diverse topics such as accountancy basics, accounting ratios, profit and loss account, balance sheet, trading account and cash management among others.

The training was attended by Piyush Tiwari, Director (Commercial & Marketing), ITDC; Pradip K Das, Director (Finance), ITDC; Head of Departments and other senior executives from the organisation.

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Hotel Business Review

Zubin Saxena

Radisson Hotel Group has appointed Zubin Saxena as its new Managing Director and Vice President of Operations, South Asia. Zubin is also a member of the Group’s Asia Pacific executive committee and is involved in growing and directing the company ’s business in South Asia.

Zubin will take over the regional leadership role from Raj Rana, who has decided to move on from Radisson Hotel Group. In his new role, Zubin will provide counsel to the South Asia team. A strategic thinker and executor, he will be responsible for implementing new brand standards and delivering on operational efficiency and effectiveness to hotels.

Zubin was appointed as Radisson Hotel Group’s Vice President of Development, South Asia, in February 2015 and has successfully spearheaded the company’s regional expansion strategy. During his three-and-a-half-year tenure, he has been instrumental in adding over 50 hotel projects and expanding the portfolio making Radisson Hotel Group one of the largest and fastest growing international hotel chains in South Asia.

Previously, Zubin has held senior and leadership positions with prominent global companies such as InterContinental Hotels Group (IHG), Jones Lang LaSalle Hotels and HVS-New York.

Tusch Daroga The Ritz-Carlton, Bangalore has appointed Tusch Daroga as the Hotel Manager for the 273-key luxury hotel. Daroga brings with him rich experience, spanning a career of over 16 years in hospitality, across leading luxury hotel brands such as The Oberoi Hotels & Resorts, The Leela Palaces, Hotels & Resorts and Trident Hotels.

In his latest capacity, Daroga is responsible for leading the team in achieving operational efficacy and creating exceptional guest experiences by instilling initiatives to empower employees and inspiring a thriving work culture.

Shobhit Sawhney Shobhit Sawhney is the new General Manager of Hyatt Regency Pune. He brings with him two decades of working experience at different hotels across India and overseas.

During these years, he had worked with brands like the Oberoi Hotels, Hilton and Intercontinental hotels.

Prior to joining as the General Manager of Hyatt Regency Pune, Sawhney worked in the same capacity at Park Hyatt Goa.

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Parvez Nisar Parvez Nisar is the new Hotel Manager at Fairfield by Marriott Pune Kharadi. Nisar has almost 18 years of experience in the luxury and upscale hotel segment after having worked with various chains like Howard Johnson, Hilton and Radisson Hotel Group across India, UAE and Kuwait where he gained expertise in hotel operations, sales and revenue management.

His role as the Hotel Manager for Fairfield by Marriott Pune Kharadi will be delivering high-levels of customer service and successful positioning of the hotel.

Rohit Dar Ro h i t D a r h as b e e n a p p o i nte d as the General Manager of The Westin Hyderabad Mindspace. In his new role, Dar will be overseeing the hotel operations, development and implementation of marketing and operational plans to ensure optimum guest satisfaction.

In the last 25 years he had been associated with The Trident Kochi, The Oberoi Rajvilas, The Imperial Hotel New Delhi, Oakwood Premier Prestige Bangalore, and The Oberoi New Delhi. Prior to his current role, he was the General Manager at the Jaipur Marriott Hotel and also has had a successful stint as the General Manager – Hospitality at the Fortis Hospitals Gurgaon.

Nishant Kumar Nishant Kumar has been appointed as General Manager, Great Destination Hotels and Resorts, a Bengaluru based hospitality major started by GD Group. The group’s first property, Vividus, a business hotel is scheduled to open this February on Race Course Road, Bengaluru. He brings 19 years of experience in the hospitality. His previous stint was with Bur Al Hickman Hospitality LLC., Oman, as Chief Operating Officer.

Sumeet Shandilya S a ro v a r H ot e l s a n d Re s o r t s h a s appointed Sumeet Shandilya as General Manager of Singhania Sarovar Portico, Raipur in Chhattisgarh. Shandilya brings with him a professional experience of more than 14 years with core expertise in food and beverage operations and marketing. Before joining Singhania Sarovar Portico, Raipur, Shandilya worked with Xanadu Collection, All Suite Hotel Kampala, Uganda as General Manager.

Ap p oi n tm en t s

Hotel Business Review

Gaurav Sinha

Kunal Dewan

J W M a r r i ott H ote l B e n g a l u r u h as appointed Gaurav Sinha as the Director of Operations.

Sinha started his career as a Front Office Assistant with Trident, Udaipur in 2001 and has been a part of prestigious properties such as the Taj Hotels, Trident Hotels, Marriott International and The Leela Kempinski Hotels & Resorts, Gurgaon among other.

Hyatt Regency Delhi has appointed Kunal Dewan as the Director of Sales & Marketing. Prior to his role at the Hyatt Regency Delhi, Dewan served as the Director of Sales & Marketing at The Westin Pune Koregaon Park at Marriott International.

His intternational exposures include a stint as the Front Office Supervisor at Le Parker Meridien in New York.

Bhagyashree Kamat Bhagyashree Kamat has been appointed as the Learning & Development Manager for Novotel Goa Resorts & Spa and Novotel Goa Shrem Hotel.

Kamat, who bring with her over eight years of hospitality experience to the new role, worked with Grand Hyatt Goa prior to joining AccorHotels. Her last assignment was at Novotel Pune Nagar Road.

In her new role, Kamat will focus to discreetly align the learning and development activities.

Sriram Ramaswamy Indore Marriott Hotel has appointed Sriram Ramaswamy as the Director of Sales and Marketing. Ramaswamy with over 15 years of experience, started his journey from Taj Lands End, Mumbai as Guest Service Executive and moved to The Gateway Hotel, Mangalore as Assistant Manager Sales. He later moved to ibis as Senior Sales Manager. Later he joined Sheraton Bangalore Hotel at Brigade Gateway as an Account Director and promoted as Director of Sales – Four Points by Sheraton Bengaluru Whitefield. Prior to Indore Marriott Hotel, he was with Grand Mercure Bangalore as Director of Sales & Marketing.

Rahul Yadav P u l l m a n a n d N ovote l N ew D e l h i Aerocity has appointed Rahul Yadav as the Director of Woo Wellness Spa and Salon. In his new role, he will be in-charge of directing the overall operation and administration of the spa and salon.

In his career spanning over 12 years, Yadav has worked with JW Marriott Hotel, Mumbai; Four Seasons Hotel Mumbai; and Four Seasons Hotel Bahrain among others. He worked with JW Marriott New Delhi Aerocity for more than two years before joining Pullman and Novotel New Delhi Aerocity.

Neeraj Lumb Neeraj Lumb has been appointed as the Director of Rooms at Sheraton Grand Bengaluru Whitefield Hotel & Convention Center. In his career spanning over a decade in the hospitality industry, Lumb has worked in both the Indian and international markets.

Beginning his career in 2003 as the Guest Service Associate at Marriott Welcomhotel, New Delhi, Lumb went on to work with Shangri-La Hotels in Delhi, Dubai, Malaysia, Maldives and Mumbai, prior to his stint with St. Regis, Mumbai, as the Front office Manager.

Subhasish Dutta Subhasish Dutta has been appointed as the Director of Finance at the Sheraton Grand Chennai Resort & Spa. Bringing with him over eight years of experience from the industry, he will be leading the finance division at the property.

D u tta s ta rte d h i s ca re e r i n t h e hospitality industry with Goa Marriott Resort & Spa in 2011, and he career ca m e a f u l l c i rc l e w i t h h i s l ates t mandate as Director of Finance at Sheraton Grand Chennai Resort & Spa.

Anshul Goswami AnshulGoswami has been appointed Director, Sales & Marketing for Great D es t i n at i o n H ote l s a n d Res o rts . a Bengaluru based hospitality major started by GD Group. The group’s first property, Vividus, a business hotel is scheduled to open this February on Race Course Road, Bengaluru. Anshul has 13 years plus experience in the hospitality industry and worked with The Oberoi – The Wildflower Hall, The TajMahal, New Delhi, The Leela Palace, Bangalore, Howard Johnson by Wyndham among others.

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Hotel Business Review

Arzooman Irani Arzooman Irani has been appointed as Executive Chef of Bengaluru-based Great Destination Hotels and Resorts.

Irani has a diploma in hospitality from Australia, a degree in Professional Cooking from the Baltimore International Culinary College, USA and has a Diploma i n M a n a g e m e nt s t u d i e s f ro m t h e Swiss Hotel Association - Les Roches, Switzerland.

He has worked with several Taj Group of Hotels properties in India, besides working with other to hotels and restaurants in Australia and the United States.

Jasbir Saini

Tridip Chakraborty

Jasbir Saini is the new Executive Chef at Novotel Goa Resorts & Spa. Saini comes with over 17 years of culinary experience.

His last appointment was with Courtyard Marriott Mumbai.

Saini left Novotel Hotels & Resorts, Goa’s pre-opening team in 2015 to join Fairmont the Palm, Dubai which is now part of AccorHotels.

Ra d i ss o n B l u At r i a B e n g a l u r u h as appointed Tridip Chakraborty as their new Front Office Manager.

Chakraborty brings to the new role more than 14 years of experience in the hospitality sector. Prior to joining Radisson Blu Atria Bengaluru, Chakraborty was with Royal Orchid Hotels, Park Plaza, Sarovar Hotels and the Zuri Group Global.

Avijit Deb Sharma C h ef Av i j i t D e b S h a r m a h as b e e n appointed as the Executive Chef of ibis and Novotel Bengaluru Outer Ring Road.

A graduate from the Institute of Hotel Management Bangalore, Sharma has worked in some of the most prestigious kitchens in India during his career spanning over 17 years.

Sharma started his career with the AmarVilas in Agra, and then moved on to work with other properties including the Leela Group of Hotels among others.

Anand Kumar Hilton Bangalore Embassy Golf Links has appointed its new Executive Chef, Anand Kumar.

With 16 years’ experience across several establishments, Chef Kumar brings in expertise in multitude of cuisines – Mediterranean, Italian, Asian and Indian. Prior to joining Hilton Bangalore Embassy Golf Links, Kumar worked as the Executive Chef at Hyatt Hyderabad Gachibowli.

In his new capacity, apart from donning the chef’s hat, Kumar will be able to showcase his extensive knowledge of implementing recipes, staff supervision, learning and development in the kitchen.

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Avinash Kumar Novotel Imagica Khopoli has appointed Avinash Kumar as the new Executive Chef, who comes with over 15 years of culinary experience and enjoys crafting new and innovative creations as much as he likes preparing them.

Chef Avinash has worked with some of the finest hotels in the country, including The Lalit, New Delhi, The Lalit Golf & Spa Resort, Goa, The Holiday Inn Resort, Goa, Vivanta by Taj Holiday Village, Taj Exotica,Goa and more. He strongly believes in learning a cuisine and knowing the people and culture of a particular place and creating dishes to suit every guest’s palate.

Sherona Fernandes Sherona Fernandes has been appointed as the Director of Human Resources at Sheraton Grand Bengaluru Whitefield Hotel & Convention Center. Sherona has over a decade of adept experience in Human Resource Management and Corporate & Employment Laws. Sherona began her career as a Talent Relations & Payroll Manager at Al Bustan Palace Intercontinental Hotel, Oman. She was associated with Crowne Plaza Hotels and Ramada Hotels prior to moving to India into her current role.

Nandita Gandhi Nandita Gandhi has been appointed as director of revenue for Novotel Goa Resort & Spa and Novotel Goa Shrem Hotel.

Nandita has over 13 years of hospitality experience, with strong understanding of channel management.

Her recent post was revenue and reservation manager with Four Seasons Hotel in Mumbai. Prior to that she worked with The Chedi in Mumbai, Radisson Blu Plaza in Mumbai, Sheraton in New Delhi, and Oberoi Hotels and Resorts in Kochi & New Delhi where she began her hospitality career.

Nandita obtained her Bachelor’s degree in Tourism and Hospitality through IGNOU and is an alumni of STEP (OCLD) & ITC HMI.

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Hotel Business Review

GD Group makes foray into the Hospitality Sector

B

Great Destinations’ will have two categories of engaluru-based GD Group has announced its hotels. One brand will cater to the premium segment major push into the hospitality sector with and three other hotels that will come up by mida plan to open as many as six properties by 2019 has been targeted at the budget traveller. The the end of 2019 under the brand name of Great premium segment brand, Vividus is meant for the Destinations Hotels and Resorts. young, tech-savvy and trendy traveller. The other The group with a turnover of Rs 1,200 Cr. is three associate brands under “My Space’ product planning to capture the growing hospitality market focuses to be a light- on-the-pocket service with segment and intends to have a pan-Indian spread on world-class amenities. acquisition and lease models. The company chose Vividus, along the Race Course Road in Bengaluru, to make a foray into the hospitality sector as the is just 45 minutes away from the international GD Group has a foundation rooted deep in services. airport and plans to engage with all segments It has ventures in retail, education and healthcare.

- from business travellers to explorers and from Great Destinations Hotels & Resorts CEO and GD Balaji backpackers to business tycoons.

Founder, GD Balaji clearly believes in a vision of By the end of FY 2019-2020, the GD group is looking at becoming a premium global conglomerate with clear focus on each and every business vertical being the group’s ethos. Balaji felt this was establishing 14 properties under its portfolio. “A majority of these the right time to expand their reach into the hospitality industry with additions will be either through franchisees, managed or leased the launch of two brands simultaneously under Great Destinations & managed options for which we are in discussion with various stakeholders,” Balaji announced.

Hotels and Resorts.

“I have been very passionate about increasing our foot-hold in “We are not new to the hospitality sector as the family-owned group was already operating a large star hotel in the heart of Bengaluru. We the hospitality sector. The current scenario has seen the growth of have completely demolished it and a brownfield hotel is coming up GDP, with the tourism sector increased at a steady rate. I feel it is in its place. The group has major plans of penetrating other market the right time to make a concerted move since domestic tourism segments and will work towards a planned and fast expansion of the business,” Balaji said.

numbers have increased,” Balaji added.

Great Destinations Hotels and Resorts is keen on a rapid growth trajectory and looking at growth from both the models- managed as well as franchised, and expansion plans follow with 40 hotels within a span of five years or less.

The group has identified tier I & II cities where demand is growing. The group is already in the process of identifying units at Heritage sites, pilgrimage cities and in towns well known as commercial business hubs.

“We have kept all our options open. Initially, we had thought of co-branding with an international chain. However, over a period of time, the group management realised that the new-age traveller looks forward to smart travelling. There are very few brands that fit into this particular segment,” Balaji said.

Balaji is the son of Dayanand, the city’s well-known entrepreneur and grandson of Late T. Giriyappa, one of Bangalore’s first entrepreneurs. The GD group’s businesses include the Sapthagiri Hospital & Super-Specialty Hospital, Real estate, IT solutions, Data tech, IT Park and related businesses. GD Properties & Developers has built residential towers in Bengaluru and Mysuru, while the other companies helmed by him are Mysore IT Solutions Pvt. Ltd., GD Data Technologies Pvt. Ltd., GD IT Park.

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Hotel Business Review

New ibis unveiled in Kolkata

K

olkata’s first ibis property launched featuring a new experience for new-age travellers. AccorHotels in partnership with InterGlobe Hotels has launched ibis Kolkata Rajarhat. Today’s traveller demands choice for food, accommodation options and leisure activities, all these are embodied in this brand-new property. The latest ibis focusses on nurturing and continuous innovation, sustainability and creating an inviting experience for both guests and employees. ibis Kolkata Rajarhat will act as an archetype for some of the future ibis hotels in India thanks to new features including a sleeker and more colourful facade that breaks away from the traditional standardized monochrome exterior and more colourful rooms with wider windows and the

Commenting on this occasion, J B Singh, President & CEO, InterGlobe Hotels, said, “We are thrilled to mark our presence in this city with ibis Kolkata Rajarhat, the first internationally branded economy hotel in Kolkata. Developed with an investment of INR 120 crores, ibis Kolkata will have 189 keys, taking the ibis brand to 19 hotels across 13 cities with over 3,000 rooms.

Kolkata as a destination has seen a large influx of travellers for business and leisure.

Strategically placed near the airport, IT parks and multiple malls, ibis Kolkata Rajarhat will cater to the emerging IT and ITES hub.

The manner in which the city has endured persistently is not only demonstrative of its strength and resilience, but also indicates its potential going forth.”

Jean-Michel Cassé, Chief Operating

much loved Sweet BedTM for an even more comfortable sleep.

Sustainability remains at the core of the new ibis design, with all properties constructed using eco-friendly building materials including high-performance, energy-efficient glazing and water-saving fixtures as well as greener landscaping. ibis Kolkata Rajarhat features a 2,457 sq. ft pillar less meeting space which can further be divided to three smaller rooms with capacity for up to 250 guests, one of the largest MICE banquet spaces for an ibis.

The hotel will also feature a revamped food offering at Spice It, serving home-style international comfort food and regional cuisines. As with all ibis hotels, it will serve India’s longest-running breakfast, starting from 4 am until noon.

Officer, India & South Asia, AccorHotels, said, “The ibis brand and hotels in India have been successful in integrating into the hearts of Indians and our partnership with InterGlobe Hotels has been integral to this success. Last year we launched ibism, a campaign curated especially for guests and employees and now with the launch of ibis Kolkata Rajarhat, we start a new revolution in the space of indemand economy hotels. At AccorHotels, we strive to make our guests ‘Feel Connected’ and ibis Kolkata Rajarhat rightly echoes this sentiment.” ibis Kolkata Rajarhat is the perfect choice for every type of traveller, business or leisure with its contemporary and edgy design, innovative approach to guests and homestyle dining experience. Ideally located, it is a 20-minute drive from Netaji Subhas Chandra

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Bose International Airport; adjacent to the IT sector in Rajarhat Smart city; and close to multiple malls, IT parks. It is also close to tourist attractions such as the Wax Museum, Rabindra Tirtha and Nazrul Tirtha cultural centres, Eco Park and several jogging trails.

The hotel is a reflection of the city, with numerous local elements depicted through artworks of hand-pulled rickshaws, Howrah bridge, trams and more. The lobby is inspired from Bengal’s famous kantha design and embroidery. The hotel also provides a web corner, which is uniquely designed where one can sit inside a cocoon-shaped structure. Fitness enthusiasts can use the well-equipped cardio centre, which is open round the clock.

Speaking on the launch, Mizan Uddin, Hotel Manager, ibis Kolkata Rajarhat, said, “It gives me an immense pleasure to introduce the ibis brand to the ‘City of Joy’ Kolkata. ibis Kolkata Rajarhat will provide guests with the reassurance of one of the world’s largest and most respected in-demand economy hotel brands. We look forward to extending the brand’s signature highest level of service to guests within and travelling to the city.”

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Hotel Business Review

The Growth of

Boutique Hotels L arge hotels may be overwhelming in size but a boutique hotel has its own awe inspiring beauty as well as service par excellence. It has been found that millennials love boutique hotels. They search for customised experiences which, they feel, are offered by boutique hotels as compared to the experiences that are historically provided by the bigger chains. As one of the regular travellers commented, “We, of the younger generation, prefer staying in a unique location which is more memorable than staying in a chain hotel as they typically offer the same look, feel and interiors all across the world. Boutique hotels, on the other hand employ several techniques to remedy this, including furniture and design of the guest rooms.”

Today’s popularity of boutique hotels is because a part of the society has moved away from the mass-consumer concept to ensure that travellers can once again feel

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special, experience opulence at its best and enjoy personalised services.

History

Boutique hotels are not a new phenomenon.

In fact, if one looks down the corridors of time, it is believed that these hotels are, in reality, the beginnings of hospitality industry which started when Joseph and Mary arrived at the Inn in Bethlehem and the clerk told them that their reservation had been lost.

The first wave of facilities offering guest accommodation can thus be traced back to biblical and medieval times.

It is believed that César Ritz a 58-room was one-of-a-kind boutique hotel at Place Vendôme in 1705. The first hotel chain formed in the early 1920s; every hotel before that was a boutique hotel. Fast forward to 1960s and 1970s when America and the Western world further commoditised accommodation and a wave of hotels sprang up and littered the skylines.

What makes a Boutique Hotel?

A boutique hotel’s biggest claim to fame is that it’s an entirely different experience.

It creates a contemporary vibe, which a standard run-of-the-mill hotel chain is not able to do.

Biswajit Chakraborty – General Manager, Sofitel Mumbai BKC, describes a boutique hotel as “one that is designed to reflect a unique style in all its attributes and offers personalised services, embedded in modern luxury, to its guests. The design of a boutique hotel is mirrored in its exclusive, pampering details and convenience of location. Sofitel Mumbai BKC’s splendid architecture, jointlyplanned by master architects at BBG-BBGM, embraces modern and elegant interiors creating a French contemporary feel with a blend of traditional Indian colours, shapes and patterns. All 14 storeys of the hotel whisper class and elegance with a touch of edgy, sharp boldness and confidence.

The use of angular glass, natural marble,

Cover Story

Hotel Business Review

Boutique hotels’ popularity has been growing over the years. Some of these properties are themed, whilst others support an underlying philosophy such as eco or sustainable tourism. Customisation is one of the properties which have made them popular. Frequent travelers are keen to experience something new as they seem to have tired of similar looking hotel rooms and spaces. Though there are characteristics which are common to most boutique style properties the definition of boutique has become increasingly broad. The essence of boutique has come to mean personalized service. Ashok Malkani examines several aspects of what makes these hotels popular and what is their future.

The Oberoi Udaivilas

intricate chandeliers, gold and diamond embellishments, stately furnishings and other bespoke design elements, form a signature design style for the hotel. The luxury property is located in the financial Central Business District of Mumbai – The Bandra Kurla Complex – in the geographical centre of Mumbai.”

Parvez Nisar, General Manager, Fairfield

by Marriott Pune Kharadi, adds, “A Boutique Hotel is a small and intimate hotel. It has a

stylish design decor with a personal note.

It has a unique character and distinguishes itself from other hotel brands. Décor, aesthetics and attention to detail, often a theme are typical for a boutique hotel.”

Popularity of Boutiques The rising popularity of boutique hotels leaves one wondering which type of hotel establishment is the better option to opt for during travel trips.

Parvez claims, “The boutique hotel market is mushrooming but could grow even faster.

Boutique hotels are about flexibility. Putting expensive marble or spending money on fancy bathroom sinks and antique furniture are incidental. Luxury comes from the mindset. Travellers are seeking authentic, memorable moments. Independent boutique hotels deliver authenticity that allows travelers to live like the locals.

Some of the industry’s main brands which have/or are planning on setting up boutique hotels are: Sujan Hotels Neemrana Hotels The Serai The Imperial Hotel Umaid Bhawan Samode Palace La Villa Shanti Mayfair Hotels The Park Hotels Le Sutra Hotels Oberoi Hotels (Udaivilas) Biswajit states, “Popular chain hotels such as well-known domestic and international brands are launching boutique hotels, as the latter are increasingly becoming a choice in the hospitality industry owing to their

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Cover Story

Hotel Business Review

paid to design in a boutique hotel. They are furnished in a themed manner. The architecture and interior design of a boutique hotel is as unique as its operations, but always upscale and often combining historic details with chic elegance. The lines may be sleek and contemporary or quaint and homey – or even an artistic amalgamation. Boutique hotels convey a progressively forward style with fastidious décor. Guestrooms are individually decorated, and use upscale linens and exclusive amenities.

As far as Fairfield by Mariott Pune Kharadi is concerned, the property offer fuss free and comfortable rooms with a wide range of amenities. This provides the guests value for money. The apartment-style suites

Sofitel BKC Mumbai elements of individuality.”

Designed to inspire awe The new concept of boutique hotels is as necessary as it is innovative: making the guests feel at home away from home.

One of the main attractions of boutique hotels is the design aspect. The design and uniqueness of boutique hotels are the focus of a differentiation strategy that competes with mainstream hotel chains.

Biswajit disclosed, “Design is an important characteristic that distinguishes boutique hotels in terms of luxury and exclusivity, as it portrays a story about the hotel and its brand aspects. A common trend among boutique hotels is to create a unique décor for each room, allowing guests to select their preferred look that will make their stay memorable. The design of a boutique hotel is chic and sophisticated as it adds character and brings life to the space. Inspiration for the design of Sofitel Mumbai BKC has been drawn from Indian art including temples, sculptures and monuments, while adding an attractive contemporary French touch.

Overall, the architecture enables the hotel to stand out as a successful combination of Indian culture and French style, intricately weaving the two together through different design elements in the hotel. A combination of work from French and Indian artists gives the hotel this unique design.

As far as our property is concerned, exquisite elegance combined with opulent design elements, creates a symphony of style in the 302 guestrooms and suites at Sofitel Mumbai BKC. The boutique hotel is embedded with stones, shapes and geometry. The tilted glass work in the lobby and rooms, asymmetrical pillars are some of

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the features that one can view at the hotel.

The classic paisley engravings, wall covers and prints that run through rooms, lobbies and corridors, inspired lightings and structures at various locations are few facets that beautify the hotel. Isabelle Miaja, a renowned French designer, has artistically brought out the vibrant flavours of Indian glamour by means of warm colours, native designs, and ornate lighting that transform the hotel interiors into a place of art and awe. She has seamlessly blended in the sophisticated French furniture and charming Parisian interiors, creating the distinctive fusion of the finest from both cultures. The use of the colour purple gives a feminine and contemporary feel with a hint of royalty while ensconcing guests in a spacious cocoon of beautifully designed living spaces, making the hotel a perfect and dramatic addresswithin-an-address.”

Pervez asserts, “Detailed attention is

Biswajit Chakraborty

The Imperial Hotel Delhi have fully equipped kitchenettes suitable for long stay/relocations. The outdoor lawn offers you space for relaxation.”

Unique selling points Guests are impressed with boutique hotels due to various aspects of these properties.

Amenities and service are just two of them.

Pervez declares, “Rather than simply viewing the hotel as accommodation, Guests are looking at the hotel to provide an experience in itself. Boutique hotels i n p a rt i c u l a r h ave a m i a b l e f r i e n d l y, hardworking, multitasking staff who can deal with customers in a very warm and friendly way. Fairfield by Marriott Pune Kharadi is recognized for its brand promise of personalized service, healthy F&B offerings and overall stress-free stay experience.”

Biswajit iterates “Guests prefer to stay at boutique hotels as they offer personalised services, unique accommodations, atmosphere and location. The design and décor of any hotel is reflective of the features that can attract guests strongly towards its products and services. The modern luxury hotel, Sofitel Mumbai BKC

Cover Story combines the best of warm Indian hospitality with French ‘art de vivre’ in a signature art nouveau style, which is delicately reflected in its design and service, thereby creating a niche of its own. The offerings at the luxury property are reflected in the four brand passions of Chic Design, Indulgent Wellness, Art & Culture and Authentic & Lively F&B. Sofitel Mumbai BKC is poised to end the search for the connoisseurs of Mumbai, who are looking for a new high in luxurious living. French culture, design and gastronomy blend artistically with rich Indian tradition in a signature art nouveau style, offering multifaceted indulgences through cuisine, entertainment and relaxation; where buoyant business meets an elegant lifestyle.

All the spaces in Sofitel Mumbai BKC are designed to provide a unique experience as a home away from home, where luxury is the essence. The careful balance between French and Indian culture is achieved with elegance and mischievousness – French impertinence with Indian reverence. Sofitel Mumbai BKC has spaces from indoor to outdoor that have been specially designated for families, friends and businesses to relish a pleasant time over palatable food, delectable cocktails, impeccable service and enjoyable conversations.”

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Chain or Boutique Hotel?

Boutique hotels, which seem to be experiencing a surge in popularity, leave a business/leisure tourist in a quandary.

Should he choose a chain hotel or boutique property? At hotel chains the traveller is aware of what to expect even before he arrives, as the facilities and amenities are almost identical throughout the chain.

Biswajit concedes, “Chain hotels do have a set of offerings

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that remain consistent always and hence guests know what to expect before they arrive. This is an advantage when it comes to business travellers as they have limited time on their hands to investigate a hotel’s offerings for every work-related trip.

However, boutique hotels can customise their services for travellers and this benefits a different set of guests such as millennials, experiential travellers and luxury seekers.

But, he continues, “Boutique hotels are gaining popularity as travellers are seeking authentic and personalised experiences from their stay. A boutique hotel allows guests to indulge in a cosier experience that lacks in a chain hotel. Chain hotels provide standardised experiences whereas boutique

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Cover Story

Hotel Business Review

Fairfield by Marriott Pune

distinguish themselves from larger chain hotels by offering personalized attention and styled accommodations which play on a keynote.”

Growth

hotels provide guests with customised and personalised amenities and services. The increasing competition and digital presence of chain hotels entails boutique hotels to create a differentiator for the consumer’s satisfaction and repeated visits. The grandeur of Sofitel Mumbai BKC is reflected in its unrivalled facilities and personalised service from the heart, which is referred by them as ‘Cousu Main’ in French. The ‘Cousu Main’ service encourages staff from the hotel to recognize the finer details of a guest’s requirements. From handwritten notes expressing care about the guest’s stay to simple personal touches in every gesture, the boutique hotel enhances the guest’s experience and ensures they have a ‘Magnifique’ stay. Going a step further and taking personalisation to the next level, the property also offers its Imperial Suite with a personalised butler and chef on certain offers and packages.

I would like to stress that most of the guests are regular outbound travellers who are gaining exposure to different trends in hospitality, hence creating a demand for world-class international standards and services. Guests are getting exposed to different trends through their travels and are also gaining insights via the Internet. With easy accessibility, the traveller’s knowledge is increasing and therefore they opt for boutique hotels where they can savour finer details of luxury and experiences when they travel. They are now open to experiment an array of cuisines and stay elements.

Sofitel Mumbai BKC is renowned for offering a genuine experience of elegant French luxury and the best of local culture.

Differentiating itself in terms of its four brand passions, it shares an authentic

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passion for its luxurious French essence: embracing and honouring local ‘Art & Culture’; showcasing the finest in ‘Authentic & Lively F&B’ complemented by classic French techniques; a dedication to the art of ‘Indulgent Wellness’; and a never-ending appreciation for classic and contemporary ‘Chic Design’. Guests are keen to explore these distinguished attributes.”

Pervez believes that people prefer boutique to chain hotels mainly due to the culture and Service of the Boutique Hotels.

He adds, “Highly personalized service is a hallmark of boutique hotels. Staff will know your name on the first day of your stay.

Providing bespoke luxury amenities such as an extensive pillow menu and custom toiletries, as well as offering sumptuous spa services which creates a very high-quality, individualized experience.

Boutique hotels are characterized by their intimate atmosphere and quirky style. They

Parvez Nisar

There seems to be the belief that boutiques can survive only in small towns or cities and not in large cities ort metros. If so what are the growth prospects of the boutique hotel industry?

Biswajit disclosed, “Boutique hotels are growing in smaller and larger cities likewise. From creative dining options to detailed architectural designs, guests at boutique hotels desire custom experiences to make their stay memorable. Guests a re o p t i n g o u t f ro m c o o k i e - c u tt e r experiences and preferring more unique hotel accommodations where they can harness the best of local culture, cuisine and combine a learning opportunity with a travel experience. Sofitel Mumbai BKC has flown down local artists to give guests a taste of gastronomy and the culture of that country through elegant performances, detailed art and décor.

The luxury hospitality industry has certainly seen a growth curve over the last decade. People today are well-travelled and enjoy an occasional splurge on luxury. This sector has seen a rise in the demand for personalisation, customisation and special offerings in the luxury space over simple stay, food and beverage offerings and is expected to grow over 50% in the upcoming years.”

Pervez states, “There is no hard and fast rule about the place where the industry will flourish. Many boutique hotels are located in the most hip and fashionable urban areas.

They are present in lively, up-and-coming sections – they may well be one of the factors in the area’s rejuvenation – and high-end residential neighborhoods that are away from the crowds, but convenient to city highlights. Trendy boutique hotels are also found in resort areas, generally well hidden from the main tourist throng.

Today’s travellers’ never-ending search for something “new and different” inspired the evolution of boutique hotels. There is an emergence of boutique hotels in India to cater to much of the population who seek affordable stay. International companies are also increasingly looking at setting up such hotels.”

Future of Boutiques in India Boutique hotels are believed to be on an

Cover Story upward arch. What is the future of this segment of hotels?

Pe r v e z d i s c l o s e d , “ I n t e r n a t i o n a l co m p a n i es a re i n c re as i n g l y l o o k i n g at setting up Boutique hotels in India.

Imbalance in increase in tourists both domestic and foreign have not been supported with equal number of rooms is a latent source of opportunity for growth.

In the long term, the demand-supply gap in India is very real and that there is need for more hotels. The shortage is especially true within the budget hotels and the midmarket hotels segment. There is an urgent need for budget and mid-market hotels in the country as travellers look for safe and affordable accommodation. Various domestic and international brands have made significant inroads into this space and more are expected to follow as the potential for this segment of hotels becomes more obvious.”

Biswajit declares, “The hospitality industry is witnessing a rapid transformation.

Chain hotels are setting up boutique hotels to keep up with the pace of changing traveller landscape and providing guests

Hotel Business Review

The Park Hotel Goa

with personalised services. Boutique hotels have the advantage of dexterity and flexibility to implement new tools.

Technology plays an important role in helping the hotel facilitate the experiences of the guests by making their stay more efficient and easier.

The primary focus of Sofitel Mumbai BKC has always been quality in the products and services offered as personalisation is becoming a well-recognized concept in the field of hospitality. Impeccable service, intelligent marketing and a keen eye for detail make for a perfect mélange in ensuring a high ratio of repeated guests.”

Summing up Boutique hotels also called as independent hotels or lifestyle hotels are on an upward curve all over the globe. In fact according to recent data the supply of lifestyle hotels which had a growth of only 7% in 2012 have grown at 11.5% in 2017. And they are expected to be still hot over the next decade.

According to The Boutique and Lifestyle Lodging Association’s 2017 Sentiment Survey, personalization and customization, laid back luxury and authentic local flavours are a few of the factors that make boutique hotels a favourite among the millenials.

So the future seems bright!

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Business

Hotel Business Review

Maintaining Data Security Guests’ security in the hospitality industry, today, does not merely refer to physical safety but also involves protecting guest identity and mental peace of mind. With data breaches making headlines over the last few years the threat of misuse of stolen data has been a factor that is priority in the minds of the industry professionals. This is primarily due to two major factors: one, the hotels collect large amounts of data from their guests directly and through third parties; and two that the industry has a checkered track record in protecting guests’ personal information. There is, thus, a demand from the guests to focus strongly on data security. Though it is difficult for the hotels to escape data security threats in today’s fast moving, digitally charged environment, it is not an impossible task. With technologies that are continuously evolving to help hoteliers address their data security risks and concerns, the industry is now feeling a little relieved.

Ashok Malkani takes a look at the current scenario and how the industry is tackling this issue.

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S

ome years ago, in the hospitality industry, guest safety was a very s i m p l e p ro cess . Th e i n n ovat i ve happening, till about a decade ago, was only providing an in-room safe for valuables.

This was mainly because, at that time, guest security involved only securing people and their physical possessions.

Now, however, hospitality industry’s business is no longer a simple one that merely involves putting heads in the bed or, organizing sleeping accommodation for the guests. Today, it is a complex process which requires hotels to find out a great deal of information about the guests.

Collating that information and processing it may provide opportunities for the hotel to serve the guest more efficiently. In the new digital universe in which we live, guest data is important in a very obvious sense.

Knowing who your customers are and how to communicate with them is very much part of the goodwill of a hotel.

Today, the most valuable possession of

Business a hotel guest is not his wallet or gold jewellery or laptops and iPads but his identity. If this is not guarded, all his valuables are at risk. Hotels are often targets for identity and financial theft for several reasons. They transact business through credit cards, whose information can be target for hackers.

According to Identity Theft Resource Centre, a United States non-profit organization founded to support victims of identity theft, “The ability to connect to the Internet is an integral part of many individuals’ daily life. This has led to the increased demand for public WiFi. An unsecured wireless network, available in most hotels, is just as dangerous as leaving files of your most important personal documents on a street curb for all to see. Hackers can easily get into an unsecured wireless network and get financial information, business records or sensitive e-mails.”

I t m ay a l s o b e m e nt i o n e d t h at several employees of the hotels have access to credit card and other personal information of the guests. The fact that low-level employees typically have access to key guest information, and that there is, historically, a high turnover in hotel employees, exacerbates the problem.

The sophisticated data collection and analysis process enables the hotel to know about the guest’s habits and preferences which can translate into significant competitive advantage for the property. Thus having access to guest data is important for hotels as it can have a direct impact on their

revenue generation both now and in future. But it also creates obligations for the hotels ensuring guests’ data safety and security of personal information.

Technological innovation, combined with a very strong “know your guest” orientation, has resulted in more and m o re d ata o n h ote l g u es ts b e i n g captured and analysed by the hotel industry through digital reservations, hotel property management systems and guest loyalty programs.

With data breaches making headlines over the past few years the threat of stolen data is a reality that hotels have to safeguard and they have to be doubly sure about the credentials of individuals with whom they share their consumer information.

Hotels acknowledge that credit card data breach can impact their properties, compromising the financial and personal data of their guests.

A couple of years back InterContinental Hotels Group (IHG), the parent company of more than 5,000 hotels worldwide, acknowledged that a credit card data breach had impacted about 1,200 of its properties, compromising the financial and personal data of an untold number of guests. Unfortunately IHG is not alone.

There is also the case of Wyndham Hotel.

The Federal Trade Commission of US filed a lawsuit against Wyndham Hotels claiming that it had misrepresented its security measures to prevent intrusions by computer hackers. FTC stated that Wyndham failed to take common and well-known security measures. The FTC noted that Wyndham failed to

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Business

Hotel Business Review

require complex passwords, implemented a network setup that did not separate corporate and hotel systems, and used “improper software configurations” that led to sensitive payment card information being stored without encryption. The FTC complaint compared those failures to Wyndham’s privacy policy, which said that Wyndham strove to “recognize the importance of protecting the privacy of individual-specific (personally identifiable) information collected about guests, callers to our central reservation centers, visitors to our Web sites, and members participating in our Loyalty Programs,” and promised the use of strong encryption and firewalls.

Wyndham fought the FTC suit but lost its appeal in 2015. Wyndham has settled these charges with FTC. One has to realise that for several hackers and cybercriminals, hospitality industry is their favoured target. Hotels are high-value targets for cybercriminals because they not only hold payment card information on guests, but also a wealth of other sensitive personal data that can be used to steal their identity.

Thus data security is as essential as physical security – of the guests as well as the property!

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Importance of Maintaining Data Security So, what are the implications of not maintaining data security and what are the methods of protecting your data?

Shivanand Rajput, Security, safety & Liaison Manager at Alila Diwa Goa disclosed, “Negligence in maintaining Data Security may have following implications: Legal Liabilities: Every nation has its own rules and regulations in handling personal data information of guests and their employees. If found guilty of the negligent

Anthony Dias

treatment of personal information, either of their employees or guests, there can be huge fines incurred, closure, and in some countries, jail time. Guests can also sue the organization if their data is compromised and not secured as it should be. Bad name in the media also falls back on the hotel’s name/brand image and makes guests vary of booking in hotels where their data was compromised. This information is normally highlighted in the media.

Negative Brand Perception: Brands and businesses that are vulnerable to threats because they do not meet data security requirements are putting their reputation at risk. This not only destroys user trust in a brand but can lead to hefty court cases and irreparable damage to the way in which a company performs.

Increased Vulnerability: Data security measures are in place to reduce the unwanted distribution of sensitive or harmful information. Failure to do so means that you might be exposed to the rapidlychanging range of data crimes that are developed every day. If you do not meet data security requirements, your entire operation is at risk.

Repeat Attacks: Unlike physical crimes, d ata s e c u r i ty n e e d s to b e u p d ate d

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constantly to make sure that your data remains secure. As the cyber criminals will target you for repeat attacks using more advanced malware.

the Hotel’s/Brand’s Standards.”

He further adds, “As hotels ensure the physical security of guests and their belongings, the same is applicable to data security. If guests feel that their personal and financial date is not being kept securely by the hotel, they will take their business elsewhere. To protect the hotel’s reputation they have to create a culture of security, which focuses on protecting guests’ digital property besides their physical property, throughout the entire organization.

To make themselves more immune to the increasing cyber attacks hotels should adopt innovative technology which ensures that their personally identifiable information is kept secure and segregated and not shared by agents. This reduces the number of individuals with access to sensitive data, making it less attractive to cybercriminals.”

Kishore Vishwakarma, Loss Prevention Manager at Hotel W Goa claims, “As technology has advanced, so has criminals’ ability to exploit these new technologies.

The hotel industry has seen several such examples lately. Russian hackers breached Wyndham Worldwide’s data center in Phoenix three times between 2008 and 2010, accessing more than 600,000 payment card accounts and leading to more than $10.6 million in fraud loss.

But not all cyber threats occur online, social engineering and physical hacking of hotel computers pose a significant risk.

Hotel employees are being trained every year on the physical security of computers, access control, and passwords. Many of the big hacking schemes start with someone conning a password out of an employee.

One way in which this can be overcome is by changing passwords every three months.

Hotels attain security data by maintaining

Achieving Data Security Data security starts from having a robust firewall configured to protect all your external data traffic. An Antivirus plays a pivotal role in insuring end point data protection on client systems. One should also have a second layer of protection after firewall. You must also make sure your computer Operating System is “properly patched and updated” which is a necessary step towards being fully protected.

Scheduling regular data backups (Weekly and Monthly) to an external hard drive, or in the cloud, are a painless way to ensure that all your data is stored safely.

Educating your employees about safe online habits and proactive defense is crucial.

Sunil Bhatia, Director, Sales & Marketing, The Mirador Hotel, Mumbai, states, “Since we are living in the Digital Era, Data security has come to the forefront in recent times. At The Mirador, Mumbai, we do not retain guest details in the systems beyond a certain time frame and make it a point that this information does not go out of the hotel’s communication systems.

Guest information is specific to a hotel and it is their utmost responsibility to keep it safe. This can be achieved by keeping a tab on the information touch points wherever guest communication flows in the Hotel like the Reservations, Front Desk, Banquets, Food and Beverage Outlets/Points of Sale (POS) and Sales and Marketing. The employees accessing these terminals are expected to show the highest levels of integrity as it speaks of

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SERVING THE INDUSTRY FOR OVER 2 DECADES

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Hotel Business Review

Gurbaxish Singh Kohli

Kishore Vishwakarma

Sunil Bhatia

control on physical access points to a property’s computers and servers. At W Goa, we maintain adequate security and surveillance of all the data collected by us in form of hard copy or soft copy. Server HDD is stored in a bank locker or fire proof safe, to other sister concern hotel or vice versa on weekly basis. One way to add more cyber security is to install what is called a VLAN, or virtual network.

Installing this software can add another layer of security between your servers and potential hackers” Gurbaxish Singh Kohli, President, Hotel and Restaurant Association of Western India (HRAWI) & Vice President, FHRAI and Director, Pritam Hotels, reveals, “Hackers are rampant on the World Wide Web. Free Wi-Fi and internet hotspots make the need of installing effective firewalls a must. Government compliances and the use of internet including strong authentication process should be strictly followed and logs must be maintained for proper surveillance.

Hotels can achieve security of data by installing strong firewalls, using PSI-DSS (Payment Card Industry Data Secured Standard) certified software and following Govt. compliances strictly. The PCI DSS is an information security standard for organizations that handle branded credit cards from the major card schemes. The standard was created to increase controls around cardholder data to reduce credit card fraud Besides this, it is also necessary to restrict access only to authorized personnel and setting up a proper authentication process while accessing the internet will help in securing data. Essentially employing the right agency with trained personnel, if

the job is outsourced, is the best way to secure data.”

Avadhoot Mahimkar, Director of Sales and Marketing, The Resort Hotel, Mumbai, affirms, “Hotel industry has a great risk if data security is not maintained. Each day, a large volume of customer data is handled on a daily basis, including card details, names and addresses. Also, each person needs to be able to trust their hotel or the place that they have visited to keep their details private at all times. If data security is not maintained and there is a breach, the hotel would find it hard to regain customer trust and its brand reputation.

The result of failure to comply can also include significant financial penalties and legal complications where affected parties are able to seek compensation for insufficient security measures being taken to protect them.

Hotels have to ensure that they are delivering a consistent level of security to guests and their possessions, whether they are physical or digital. Most businesses now store the majority of their secure information on computers, which means their IT infrastructure needs to be able to restrict unauthorised access and prevent breaches. All billing systems need to be secure to protect guests’ personal and financial information.”

A nt h o n y D i as , Lo ss & P reve nt i o n Manager, Four Points by Sheraton Navi Mumbai, Vashi, avers that to maintain data security “all systems have to be restricted for USB storage. Firewall and Antivirus has to be updated at regular intervals. Data backup has to be stored on regular basis in order to avoid any virus. The system has also to be reviewed on periodic basis.

Hotels can achieve data security by

ensuring that the software used is PCI compliant and all the security standards are followed so that the card details are masked and there would be no possibility of data breach. Nowadays GDPR is also followed in which guest personal information is completely masked in the registration card.”

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Wrap up Hospitality companies are faced with the unique problems that make them more vulnerable to threats of compromise and theft of personal information. However some of the ways of protecting their data are: • Encrypt payment card information Impart continuous training on cyber security to the workforce • Always use cyber security measures like usage of strong passwords, firewalls, anti-malware, network monitoring, etc.

• Update programmes and systems regularly • Monitor for intrusion with cyber security breach detection devices • Always adhere to relevant regulations like PCI DSS (The Payment Card Industry Data Security Standard) An important issue that also needs to be realised is that no matter how bestbred cloud based technology your hotel may have adopted, the key to security and data protection lies in great training.

An alarming number of data breaches occur in the hospitality industry mainly because of employee negligence. Adequate training of staff on data security policies and procedures will not only keep hotels out of unfavourable headlines but also pay immediate dividends. It is important that employees handling this data – at all levels – receive this training. n

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Feature

Hotel Business Review

Scent of a Hotel

By L. Aruna Dhir

T

The author is a Hospitality & Feature Writer and Columnist for some of the world’s highest ranked Hospitality publications.

Her industry writings are used as references in case studies and hotel schools. She is a recognised and national-poll winning Corporate Communications specialist, PR Strategist and Writer.

A seasoned hotelier, she loves to present hospitality industry watch, insights, case studies and analysis to her ever-increasing base of global readership. She has over two decades of experience in Hospitality Communications and Brand Management and has worked with some of the best global hotel companies The Imperial New Delhi, The Oberoi, New Delhi, Hyatt Regency Delhi. Aruna was appointed to the Board of Association of Emerging Leaders Dialogues (AELD), as the second Indian representative and the only woman leader from India.

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ell me frankly, what is the first thing that strikes you when you enter the precincts of a luscious hotel? Is it the imposing Baccarat Chandelier with ear drop crystals reflecting a desire and a promise for luxe living? Or is it the ever-smiling staff, starched in shape and fine-tuned to deliver that impeccable service?

Let me reveal a secret. Even before your eyes have set a target for appreciation or a trained hand has automatically extended to welcome you into the fold of the star hotel, it is the smell that fills you up with a superlatively nice, inviting, warm, nostalgic or breathtaking feeling, as the case may be. The signature scent of a hotel is such a subtle yet significant branding exercise in a hotel’s scheme of things that the management mandarins spend precious hours and pretty pennies in deciding what should define their property.

A luxury brand I used to work for advanced from Citronella and Mandarin essential oils to a fragrance from the house of Fragonard that came to be identified with the hotel and became a conversation starter with the local and international guests.

Religious rituals and incense have an ageold, time preserved marriage and several

Indian regional hotels welcome Gods and guests with an overpowering gust of incense usually burned up in multiples. If you are visiting a traditional hotel in South India, the choice of the burning incense or the lack thereof will tell you from a distance what kind of establishment you are about to step into. Same holds true for closer-to-home-base hotels in Southeast Asia, Eastern Europe, the Middle-East, even the Caribbean that cling on to their region-intense aromas, almost as

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Feature

Hotel Business Review

a trademark. However, if you move up the profile ladder, you will find more discerning brands choosing spiffier scents to establish their presence in the space they inhabit.

I remember getting my senses massaged by the bespoke smell that seemed to envelope the lobby of The Pierre in New York and travelled deep into the crevices of my suite. I also remember getting my head sent into a spin by the overwhelming smell of freshly baked Brioche that seemed to be the resident scent of Hotel Tivoli Etoile off the Arc de Triomphe in the heart of Paris.

Several top of the line hotel chains worldwide have developed a signature

scent that spells out the uniqueness of their brand and as a Unique Impressionistic Proposition, helps them stand out from the competition. Shangri-La Hotels and Resorts welcome guests with a gingerand-bergamot-infused room fragrance called Essence of Shangri-La that is held consistently across the chain.

Starwood Hotels & Resorts have used signature smell as an intra-brand profiling strategy. Hence, if Bling tells your nose that you will be staying at their uber-luxury Brand ‘W’, then warmth-inducing cinnamon apple pie aroma at the Four Points assures you that you are in the cradle of comfort.

Omni Hotels & Resorts have earmarked a space-wise smell for their hotels. So, if you are in the lobby then lemongrass greets you; their Coffee shops are redolent with the aroma of cookies, while the poolside is suffused with a refreshing coconut-ty trail.

The famed Le Bristol Paris is ambrosially scented with, what else, its namesake fragrance that is reminiscent of the 85 year-old hotel’s Parisian gardens with cut grass, freesia, lily of the valley and white rose.

The Park Hyatts have zeroed on a

distinctive fragrance for their variously located properties as an individual signature – so, if it is sandalwood for Park Hyatt Paris then PH Washington has chosen patchouli, violet and rose. The swanky and stylish PH Milan has roped in the expertise of famous perfumer, Laura Tonatto, to develop a special scent which is a deft and delicate mix of amber, vanilla extract, orange blossom and musk.

The Indian behemoth, Oberoi Hotels & Resorts uses Jasmine for the overriding whiff that welcomes its guests from the time guests are offered hot and cold towels in the hotel limousine through the time they stay in the luxurious havens of the Group.

Four Seasons’ George V in Paris uses “Ambre du Nepal.” Raffles, Singapore, that grand leader of the pack on numerable counts, is clouded under the ethereal waft of Frangipani developed by Fragonard.

For the guests, it is a great reminiscing of a fantastic hotel stay or vacation; for the hotels it is one of the finest ways to stay on top-of-the-mind of their guests in the nicest and most non-intrusive way possible.

To be continued…

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F&B

Hotel Business Review

Food Trends 2019

By Sharmila Chand As 2018 comes to a close, the food and beverage industry is all set to embrace new trends that will dominate in 2019.

This year, there is a clear conscious move towards sustainable practices, organic produce and reviving forgotten and lost ingredients. As new flavours are on the horizon, drawing inspiration from worldwide regions, we talk to well known chefs and find out what they have to say about top food trends.

Chefs now days are proactive in catching up with future trends based on consumer behaviour and feedback and guest expectations from the food service industry. We talked to few Chefs: Chef Gaurav Narayan, Executive Chef, Novotel Guwahati, Chef Rajiv Malhotra, Corporate Chef – Chor Bizarre Restaurants and QSR & Casual Dining Habitat World, Chef Ravi Shankar Sharma, Executive Chef, Novotel Ahmedabad and Chef Swaminandan, Executive Chef, Crowne Plaza Today New Delhi Okhla, who forecasted the trends and resolution for 2019.

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Key Food Trends 2019 Chef Gaurav Narayan For any hotel, food and beverage definitely are key drivers and it is our responsibility to keep evolving new and unique offering for our guests. In my opinion the top four trends the food industry will see this year are: Living the Organic way- We have seen an increased focus towards fitness and living a healthy lifestyle. This translates into guests demanding for organic fruits, vegetables and naturally grown produce. Of course, while eating with organic produce, guests expect that flavours are maintained without compromising on taste.

Back to Basics- Back in the early days, spices such as ginger, turmeric, cinnamon, sage and parsley were not just used to enhanced taste but also for health benefits and recovery. Resorting to such healthy and flavourful spices in our daily food preparation will be one of the major trends this year.

Indulging more into naturally occurring Probiotics or Pro-biotic ingredients like homemade granola bars, cereals, jaggery etc will also be seen in the menus.

F&B

Hotel Business Review

Gaurav Narayan We can also expect to see a variety of gourmet versions of retro treats, made with higher quality ingredients and as per the guest’s requirements.

Chef Rajiv Malhotra Fusion Food Organic Produce Health Foods (Super Foods) More focus on Vegetarian Diet Chef Ravi Shankar Sharma Major trends we see shaping the food

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and beverage industry in 2019 are: Nutrition is key: The shift from junk eating to healthier food is quite prominent and we have seen guests asking for a wholesome nutritious meal including green and organic produce.

Gluten free: Food and health is connected undeniably, and gluten-free options are one of the trends which will continue to be here to stay.

Sustainable products: Our efforts have always been to reduce food waste including using products and brands which helps minimal wastage of any kind.

Vegan-ism: People have understood that plant-based food is a good start point for a healthy living and have turned to naturally available products.

Chef Swaminandan Food and Beverage industry is all set to take its game a notch higher to meet the expectations of ever evolving consumers. This year, Plant-based proteins will gain traction as more consumers will opt to reduce meat and dairy .We can expect noteworthy shift towards more environmentally sustainable meat and

Rajiv Malhotra protein alternative. Gut friendly food which includes probiotics such as like kimchi, miso and kefir and prebiotics such as onions, garlic and other alliums will be most sought after. Consumers may also demand for multifaceted transparency of the source as far as food is concerned. Information on genetically modified products, the seal of fair trade, producers who have grown products and the good treatment of animals all will be factors influencing consumers

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F&B

Hotel Business Review

standing in the grocery aisle. Regional flavours will also be a key food trend to watch out for as more chefs will try to innovate in that area.

Focus on Menu Planning Chef Gaurav Narayan My focus this year will be to handcraft dishes with fresh, locally available produce, packed with nutrients.

Chef Rajiv Malhotra I would like to focus on including the dishes prepared with Super Foods like Bajra, Quinoa, Ragi, Brown Rice, Flax Seeds, Foxtail Millet, Oats, Organic Pulses, etc. in the menu which will increase the options & also can easily cater to the health conscious guests.

Chef Ravi Shankar Sharma This year we will focus more on providing authentic ethnic flavours.

Chef Swaminandan I would personally like to innovate and experiment more with sustainable ingredients, local produces and plant based proteins in my menus. Owing to active and fit lifestyle our guests aspire for, low carbohydrate/fat food will be a thing to look out for in my ideations.

What is ‘In’ and what is ‘Out’ in 2019

Ravi Shankar Sharma

Swaminandan

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Chef Gaurav Narayan It is very difficult to comment on what is ‘In’ and what is ‘out’ as the food trends these days keep evolving through the year.

Moreover, there are segments of guests who still love the way their Dal, Chicken Hyderabadi Biryani, Novo Burger and Cheese Cake are prepared. However, there are a few guests who love to explore and give a flavourful break to their palate.

Chef Rajiv Malhotra Although organic ingredients are little expensive, but of course, it will see a growth in the menu inclusions. Definitely Gluten free diet will be in many options like Pasta, Breads, few desserts, etc. I believe, now-a-days, people are moving towards healthy diet which will see a rise in the consumption of baked products resulting which the focus on fried items will see a downfall.

Chef Ravi Shankar Sharma Guests have become curious about the ingredients used in their meal and even sourcing of the products. With the digital savvy generation, it is important to be transparent with guest and serve them best and fresh food items.

Chef Swaminandan With its Japanese, Chinese and Spanish influences, Filipino food will be the next big thing to look out for. Its rich flavors, fragrant aromas and fresh ingredients will earn it international spotlight. Indian cuisine will also take one step ahead in the global food circle. Faux meat snacks, probiotics will see a growth trend. Veganism is expected to become a new lifestyle trend totally.

Processed food, endangered meat and dish products will definitely not be the first choice of the consumers. Guests are also done and dusted with food covered with glitter, activated charcoal etc and this will witness sharp decline.

New Year Resolution as a Chef in 2019 Chef Gaurav Narayan As a chef, my New Year resolution is and will always be to host my guests for a sumptuous meal, each time they visit our hotel Novotel Guwahati, GS Road.

Chef Rajiv Malhotra My New Year resolution as a Chef in 2019 is to focus on the health of the guests & to re-create products/ menus with the new healthy ingredients. Also, I would like to create dishes which will focus on curing health through the medicinal properties of various Indian herbs in the dishes like Ayurveda Cuisine.

Chef Ravi Shankar Sharma My New Year resolution would be to support the local farmers and local produce by procuring the ingredients directly from them and designing the menu including these ingredients.

Chef Swaminandan As a chef, I would like to travel more, experience diverse cuisines, cultures, experiment and innovate and experiment lot with the food. My focus will be to understand the region, its history, its cuisine and culture as a whole to be able to do justice with my food. n

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43

Design

Hotel Business Review

Jai Mahal Palace, Jaipur

Greenery in Hotels

By Sukhmani Bhore

L

andscaping is an important component of hotel design and plays a crucial role in enhancing the property’s value.

Landscaping is no longer limited to just creating green spaces outside the building but latest trends show that the gardens are beginning to move indoors too. Exquisite gardens are now being created within the confines of hotel buildings.

The idea of interiorscaping has come into popularity over the past decade and today this has been gladly embraced by the hospitality industry. Hotels today are being designed with specific areas kept strictly for interior landscaping plants.

The Green Benefits The most obvious benefit of greenery in hotels is that adding plants and greenery inside hotels adds to the charm and attractiveness of the building and create a welcoming environment.

Besides cosmetic benefits, there are environmental and health benefits too of

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keeping plants inside hotels. Adding plants to interior spaces can increase oxygen levels.

Plants release roughly 97 percent of the water they take in. Plants release moisture vapour, which increases humidity of the air around them. Thus indoor plants can increase the humidity of a room, which helps keep respiratory distresses at bay. At the same time, plants remove toxins from air.

Studies suggest that greenery within hotels is known to provide greater job satisfaction to the staff and greater health benefits to the guests and staff alike.

There are other benefits of plants in hotels. Indoor plants help in directing or controlling pedestrian traffic towards significant landmarks, such as exits, check-in desks, escalators, etc. They can subdivide or enclose a large space into separate areas, reduce glare and reflection from strong lights and act as screens to block out undesirable views or to create privacy.

Plants can also play their roles in softening the hard unappealing features of a building, and the plants’ potential can be used by the hospitality sector creatively. Thus it is no wonder that hotels are making efforts to provide their guests with a direct contact and access to the green spaces within their properties.

The Right Places for Plants A popular method of water display in the

Design hotel is the fountain. Many hotels have indoor fountain to maintain humidity in the air and to provide a soothing and relaxing atmosphere.

Hotel lobbies can incorporate indoor fountains surrounded by beautiful plants and flowers, which can not only add to the beauty and aesthetics of the hotel, but also can give the hotel a more welcoming look.

Waterfalls too can be constructed within a hotel, landscaped with beautiful plants and natural rocks. Guests in the hotel will be encouraged to come out of their rooms and relax in the soothing sights and sounds of the waterfall, whose beauty can be spruced by the plants.

Indoor garden is also a wonderful option to creatively use the potential of plants in the hospitality sector. Indoor garden can transform a stale boring hotel lobby into a vibrant living space. Indoor gardens can provide year long greenery and colour and look stunning. However, proper care needs to be given towards selecting the space for indoor gardens, as light and ventilation are important issues to be kept in mind. Beautiful Zen gardens, rock gardens, water gardens, etc can be easily created while keeping in

Hotel Business Review

mind the theme and look of the hotel.

Many hotels have pools. The landscape surrounding the pool is just as important as the design of the pool itself. No matter

how well a pool may be constructed, if it is not landscaped nicely, it will only look bare.

Whether the pool is indoor or outdoor, plants can play a crucial role in bringing out its

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Design

Hotel Business Review

beauty. Designers pay a lot of attention to pools and take great care in making the pool area an aesthetically pleasing and relaxing space. Plants that have less aggressive root systems and shed less should ideally be chosen for landscaping near the pool of the hotel.

Hotels can give their guests direct access to green spaces by constructing rooms that open up onto decks and terraces. A mixture of hard surfacing and grass along with potted plants and water features can create an exquisite oasis for hotel guests to relax in.

Roofs of the hotels can also be ideal places for planting greenery. Hotel roofs planted with low-maintenance plants can improve the thermal performance of hotel buildings, helping to keep them cool in warm weather and insulating them in winter. The plants and the thin layer of soil also work like a sound barrier, particularly when they are wet, helping to reduce noise pollution. Hotels can even grow their herbs and vegetables on their roofs, to be subsequently used in the kitchens.

Green walls or vertical planting systems are an amazing mix of engineering ingenuity and beauty. Placed anywhere in a hotel, these walls can create amazing and striking views. Green walls can provide a stunning backdrop for a reception desk at a hotel lobby.

Open air atriums and courtyards are also

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The Ritz-Carlton, Bangalore

ideal platforms to incorporate green spaces in hotels, which can help increase relaxation to guests. Meals served to guests in open, well landscaped spaces add to the charm of outdoor dining.

And plants are absolute must in five-star hotels’ dining rooms as they can not only create a beautiful relaxed ambience which is so much essential for a classy dining experience, but can also absorb most of the fumes from the food and kitchens.

Designers don’t limit themselves to simple potted plants but in fact are coming up with a lot of funky ways to incorporate greenery in hotel’s dining rooms.

mentioned spaces, the hotels can also ex p e r i m e nt w i t h m i n i at u re g a rd e n s .

Miniature garden is a very new concept in India. Here an entire garden scene, including gazebos, furniture, houses, etc. is scaled down to fit into small containers, some even as small as coffee cups.

They can be placed anywhere in a hotel from guest rooms to lobbies, on reception desks or even on every dining table in the restaurants. The accessories are reusable and these miniature gardens are extremely low on maintenance. Although mini in size, these gardens in most cases can guarantee to pack a major punch to any hotel’s décor.

The Trend of Miniature Gardens

The Author is the Director, Archtech Solutions.

Besides placing plants in these above

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Technology

Hotel Business Review

Improving IAQ

The Need of the Hour

G

ood IAQ is the quality of air that has no unwanted gases or particles in it at concentrations that will adversely affect human health Today India is facing major air pollution issues, especially in urban areas. Today, pollution levels (PM 2.5 & PM 10) in many areas have exceeded national air quality standards. The main cause for the said problem is industrial pollution, vehicular pollution, dust, waste burning, field fires etc. and people feel sickness or discomfort due to the bad air quality.

All of us face a variety of risks to our health as we go about our day-to-day lives.

Driving in cars, flying in planes, engaging in recreational activities and being exposed to environmental pollutants - all these pose varying degrees of risk. Some risks are simply unavoidable. Some we choose to accept because to do otherwise would restrict our ability to lead our lives the way we want. And some are risks we might decide to avoid if we had the opportunity to make informed

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choices. Indoor air pollution is one risk that you can do something about.

In the last several years, a growing body of scientific evidence has indicated that the air within houses and other buildings can be more seriously polluted than the outdoor air in even the largest and most industrialised cities. Other research indicates that people spend a great amount of their time indoors.

Thus, for many people, the risks to health may be greater due to exposure to air pollution indoors than outdoors.

Indoor Air Quality (IAQ) Indoor Air Quality (IAQ) refers to the effect, good or bad, of the contents of the air inside a structure, on its occupants. Usually, temperature (too hot or too cold), humidity (too dry or too damp), and air velocity (draftiness or motionlessness) are considered “comfort” rather than indoor air quality issues. Unless they are extreme, they may make someone unhappy, but they won’t make a person ill. Nevertheless, most IAQ

professionals will take these factors into account in investigating air quality situations.

Good IAQ is the quality of air that has no unwanted gases or particles in it, at concentrations that will adversely affect humans. Poor IAQ occurs when gases or particles are present at an excessive concentration so as to affect the health of occupants. It is important to note that the concentration of the contaminant or contaminants is crucial along with Air Conditioning as seen from normal terms (i.e. Temperature and Humidity). Potentially infectious, toxic, allergenic, or irritating substances are always present in the air.

There is nearly always a threshold level below which no effect occurs. These effects are felt in proportion to the contaminant levels and duration of time one gets exposed to the same.

What are SBS and BRI? Sick Building Syndrome (SBS) is the condition of a building in which more than 20 per cent of the occupants are suffering from adverse health effects, but with no clinically diagnosable disease present. It is the condition of the building and not of the occupants.

The symptoms reported most often include headaches, running nose, sneezes, sore throat, eye irritation, fatigue and muscle aches. This is the most common indoor air quality problem in a commercial building.

Building Related Illness or BRI is the general term for a medically diagnosable illness that is caused by or related to occupancy of a building.

Health Effects: 1. Carbon Monoxide • At low concentrations: fatigue in healthy people and chest pain in people with heart disease.

Technology • At higher concentrations: impaired vision; headaches; dizziness; confusion; nausea.

• At very high concentrations : may result in death.

2. Nitrogen Dioxide • At low to moderate concentrations: eye, nose, and throat irritation. May cause impaired lung function.

• At higher concentrations: may cause respiratory infection in children.

3. Sulfur Dioxide • At low concentrations: aggravation of respiratory disease.

• At high concentrations: throat irritation in healthy adults.

• At very high concentrations: eye irritation, lung aedema and bronchial inflammation.

4. Lead • At low concentrations: adverse health effects on the central nervous system, kidney, and blood cells.

• At high concentrations: can lead to convulsions, coma, and even death.

Standards for Indoor Air Quality ASHRAE (American Society of Heating

Hotel Business Review

Refrigeration and Air Conditioning Engineers) in association with ISHRAE (Indian Chapter of ASHRAE) have been actively contributing to set standards for Indoor Air Quality maintenance. These standards give guidelines for design of air-conditioning systems.

IAQ Procedures allows you to: • Acknowledge that air-cleaning, along with re-circulation, is an effective means of controlling contaminants.

• Allows for both quantitative and subjective evaluation of the effectiveness of the air cleaning methods employed.

• Allows the amount of outside ventilation air to be reduced when air quality criteria is met.

Sources of Indoor Air Pollution The most important factor influencing indoor air quality is the presence of pollutant sources. Air quality is affected by the presence of various types of contaminants in the air. Some are in the form of gases.

These would be generally classified as toxic chemicals. The types of interest are: • Combustion products (carbon monoxide, nitrogen dioxide), • Vo l a t i l e O r g a n i c C o m p o u n d s

(formaldehyde, solvents, perfumes and fragrances, etc.), and • Semi-volatile organic compounds (pesticides).

Other pollutants are in the form of particles. These include soot, particles from buildings and what is generated from its occupants, from furnishings such as fiberglass, gypsum powder, paper dust, lint from clothing, carpet fibers, dirt (sandy and earthy material), etc.

Methods of Control Now, after having addressed the problems attributed to Indoor Air Pollution, let us talk about the methods of controlling these pollutants. There are three major types of controlling which can be effective.

Source control Source control should always be the first strategy examined. Eliminating the sources of contaminants prevents them from becoming a problem in the first place. However, the source of gaseous contaminants cannot always be readily identified and, therefore, cannot be removed.

Ventilation control Ventilation control may involve the

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Technology

Hotel Business Review

introduction of clean dilution air into the affected space (appropriate for small, distributed sources) or by local exhaust (appropriate for strong point sources).

Contaminant levels can thus be reduced below acceptable threshold levels. However, as in source control, this may not prove viable in all cases, either.

Most ventilation air used for dilution would come from outside the building.

However, in many of our urban environments today, the outside air does not meet this required criterion with regards to gaseous contaminants. Therefore, if this air were to be used for ventilation control, one would simply be substituting one (group of) contaminant(s) for another and even possibly increasing the total contaminant load in the space.

Control by removal (physical/chemical) It is clear that neither source nor ventilation control will effectively reduce the level of gaseous contaminants in the affected space. Hence control by removal should be employed. Removal control, employed as part of an HVAC system, is usually accomplished through the use of various dry, granular, gas-phase (dryscrubbing) air filtration media, that would “chemically scrub” the air laden with gases / pollutants before being introduced into the buildings.

How to Maintain IAQ Broadly speaking, maintaining IAQ is a technically a very intricate operation. There are many companies providing clean air solutions, with experience in setting the standards for the most effective, gas-phase, air purification systems in the world. Apart from protecting sensitive equipment from corrosion in industrial environments, these companies offer solutions for improving indoor air quality while reducing energy costs in hotel buildings.

These companies specialise in this field and can provide state-of-the art technical solutions for improving Indoor Air Quality eliminating SBS and BRI.

Air Purifier In today’s context an air purifier make more sense, due to the alarming levels of increasing air pollution in major cities around the country. If ignored, polluted air poses a high risk of developing respiratory disorders and can be potentially harmful to people already suffering from respiratory problems.

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There are several air purifiers to choose from that range from different prices and features, but as we know, one wants the best air purifier. One can either go for a basic air purifier that simply cleans the air with the touch of a few buttons or purchase an air purifier that is packed with features.

There are room air purifiers that are IoT enabled and can be controlled from the comfort of a smart phone.

According to Shakil Ahmed of Nextronics, “A good air purifier removes allergens, dust, gases, and other pollutants from the room air, leaving behind clean air for lung’s benefit.” He further claimed “Our Nextronics PB700 Plasmawave has a prefilter that captures the largest particles. A HEPA filter with filtration size 0.02 microns that catches up to 99.97% of tiny particles and an activated carbon and Zeolite filter grabs onto smoke, gases, odours, and

other air pollutants. A Photocatalyst filter, use Nano TIO2 as representative materials, has photo-catalytic function, under the role of UV light, it has a strong catalytic degradation. Also the purifier provides UV light for effective sterilization, killing variety of common bacteria and viruses.

A PlasmaWave Technology safely breaks apart odours, allergens, chemical vapours, and other pollutants at the molecular level, without causing harmful ozone. PlasmaWave creates positive and negative ions that combine with natural water vapour to form hydroxyls, which cleans the indoor air.

The air purifier has laser particle sensor technology to check room air’s quality. The device will automatically kick into high gear when excessive indoor pollution is detected, and once air quality in the acceptable level, it switches the fan on low power mode to conserve energy and display real AQI Air Quality Index in digital display. It’s super energy-efficient, as well, using no more electricity than a Led bulb.”

As an added measure, smaller hotels should keep an air purifier in the room to ensure clean air. The overall effectiveness of the purifier depends on the type, the time it has to run, and circulation in the hotel room to clean a large square footage. It should be able to remove a large amount of mold, bacteria, chemicals, and other impurities from the air. To choose the right size air purifier, consider the square footage of the room you want to purify. You can calculate the square footage by measuring the length and width of the treatment area in feet and multiplying the 2 numbers together. One can also assist the purifier by turning on the room’s A/C fan, which will circular air and create greater flow to the machine. n

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Jan-Feb ’19

51

Management

Hotel Business Review

Ensuring Guest Loyalty

H

otels are not in simply room rental business, and guest is not mere commodity. Beyond brick-n-mortar structure, beautiful facades, design & ambience, facilities, there is something more to ensure the guest loyalty. Hotels are there to offer hospitality, and customer experience with best offerings. Since the guest loyalties are shifting continuously these days, hospitality has become even more important.

Now days, with the automation in bookings, the information is provided to customer about various aspects of property in advance. Based on the advance information, customers book hotel online before even making direct contact with any person at the hotel.

Most of the star hotels are generally nice hotels offering good facilities, however, the unique experiences offered by a specific hotel can be an excellent lesson all hotel professionals can learn from. Though every hotel offer its own USP but there are some services which go beyond the routine and give a feeling to guest that he belong to only this place.

Loyalty programs have their place as an incentive for people to stay with a single brand, rent a car from one agency or fly on one airline.

But do we have to sacrifice genuine human interaction that includes a smile, for the sake

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of a loyalty program? In a perfect world, we should have both. A great service will trump a loyalty program every time.

The First Impression It all starts as soon the customer lands at the hotel and offload his luggage from the taxi. When a guest enters the lobby, they are about to have their first human interaction with hotel’s individual “brand.” Front desk staff plays a critical role, now more than ever as they truly are the first impression makers, for better or for worse.

With a welcome smile and maybe an offering, a welcome drink or cookie, normal business of check-in can be concluded. After handing over the key for the room to the guest make sure the customer is apprised of various hotel information instantaneously like where are the elevators, what time and where the breakfast is served, where the fitness room and the business center is etc.

Try to answer as many queries the customer has with smile and without showing any uneasiness. Escort the guest till elevators and send off with smile.

Authentic, genuine and warm welcome at registration literally makes feel customer in advance about a beautiful stay.

In-room Communication It is important to understand that before

reaching the hotel the guest has undergone the stress of travel. There are lots of possibilities that the guest wants to settle down as soon as he enters the room.

If reaches hotel late in odd hours he is dependent on communication through room phone. Beyond basics, he may need some housekeeping services or few extra tea sachets for his tea service or additional towel, soap or toilet rolls. He may need a charger for his mobile or option for sockets or no Wi-fi.

He calls various desks for the varied helps. While answering the phone the hotel executives should convey hospitality and enthusiasm in their tone. Be polite, speak slowly and articulate, which means to pause between words and not run them all together as a speech. Hotel executive should always provide their name when answer to show confidence. Be prepared to thoroughly answer frequently asked questions. End calls by offering additional assistance, thanking the caller and restating the hotel name.

Personalised Experience The concept of personalisation is to make the guest feel that the experience he had is somewhat unique to him. If the guest is frequent traveler and stays in a hotel quite often, the hotel should make note of the special request made by him in its profile,

Management and whenever guest stays at the hotel, they should always remember the request.

Whenever a guest visit the hotel and walk into his room, he should feel that most his needs being fulfilled. May be his liking for beer (brand of his liking) or a shoe shine kit or anything which matches his profile needs, as per the information provided by him, are available even before he demands. A special note on what’s been offered exclusively to him on his bed will make him more confident that hotel stay will be comfortable and enjoyable.

After turn down services when guest return to the room in night, maybe a chocolate of his liking be placed on bed rather the customary mint that some hotels leave on the pillow.

The guest will surely like to know who is responsible for this. He will surely thank for this unbelievable experience, and the hotel job is done.

Hotels are now through various social platforms or by Googleing the name of the guests find their profiles. Even few hotels after receiving the booking from the client invite him to download the hotel app and fill in the requirements as per the set pattern of questions. It is thus easy for hotels to see what are guest interests and needs. From there, hotels can wow guest with a personalised experience. This will create a truly memorable experience for guest and he will love to come back and visit the hotel again.

Concierge Services Sometimes, especially business traveler may need few services to make his stay comfortable. He wants someone to help in planning few things for which he has limited knowledge and uncertainties. He may be looking for dining options and restaurant reservations outside the hotel to entertain a guest or a client. He might need to arrange for airline transfers / bookings, private cars and excursions, entertainment bookings, and so much more. What it means, he wants concierge services during the stay.

Concierge is an important link in the chain of activities for providing guest with high end services. Concierge is always an asset assisting guests with every aspect of their visit, providing advices for activities, information on what to explore and experience, restaurant reservations and assistance with transportation. If the concierge speaks multiple languages and

well versed with destination, it is an added advantage.

A good hotel concierge has impressive powers and can assist with almost any travel problem guest might face, and give solutions for the problems which otherwise hotel can’t provide.

The Last Impression At the time of guest departure after check-out, the front desk conversation can be a last impression. Hotel executive should solicit feedback with sincerity.

Also encourage online reviews when feedback is positive. To secure maximum bookings try to secure next booking from the regular guests by offering return reservations. Offer assistance with transportation or advise them on the best and convenient routes to travel to airport or next destination. Conclude the conversation with eye contact, a smile and a fond farewell, with a desire to meet again next time soon.

Conclusion Customer service is the most critical factor to ensure guest loyalty. The entire hospitality industry is based on personal service. If the guest is welcomed with a frown or by looking down at a computer screen, the initial instinct of any guest is to feel unappreciated. It’s just human nature. On the other hand, when a guest is greeted with a smile and a sincere hello, there is a true sense of happiness.

There is not any one thing, an employee of the hotel can do, that any of the guests will perceive as being great service. Your guest will positively respond to your smile.

Smiling makes everyone feel better, the person smiling and the person seeing the smile. A smile is the first and most critical step.

Thus it is imperative that the hotel employees should understand that without guests, we do not have hotels, and without hotels, they do not have jobs. And with that, the simplest yet essential element of great guest service is the smile. Used as a relationship driver a smile can do amazing things.

It’s time that we focus on driving true guest loyalty the old-fashioned way. Today’s pressures, technology, and distractions can make us all grumpy from time to time, but when a smile is given, a smile is most likely returned, and loyalty will follow. n

Jan-Feb ’19

53

Property

Hotel Business Review

‘Rakkh’ A Sustainable Resort P erched on a hilltop just outside the pretty village of Rakh and surrounded by terraced hillsides – Rakkh is one of the famous resorts to stay in the lap of snow-clad hills at Dharamshala, Himachal Pradesh. Rakkh, is an idyllic retreat for those who want to get close to nature. One can indulge in a unique experience where the simple joys of personal interaction, reconnecting with nature, and a passion for the great outdoors is given precedence over everything else.

To stay away from the daily chores and from the run-of-the-mill experience, the property does not provide television or mini-bar in rooms. The decor at Rakkh is made of cane & bamboo. Communal dining is encouraged for guests to get to know each other.

Rakkh offers a laidback stay in the lap of snow-clad hills of Dharamshala. Situated in the midst of the scintillating Dhauladhar ranges, the resort has an in-house spa, fifteen cottages and two interconnecting rooms with the perfect blend of authentic design. One gets a stunning 180-degree view of the surrounding hills and valleys while indulging in delicacies at the multi-

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cuisine restaurant. The resort gives an experience of the real Himachal, where the warmth of the local hospitality is paramount.

Sustenance Mantra Everybody needs a break from the chaos of the city life. People these days are also more conscious of the impact they create on their immediate surroundings and the need for healthy environment. Rakkh Resort is an idyllic retreat to have a close interaction with Mother Nature.

One needs to leave the trapping of modern technology behind and instead immerse themselves in the real world around them. Waking up to the peaceful sound of birds and the whisper of the breeze

through the surrounding forests make one feel fresh.

At Rakkh, they have a “Farm to Fork” approach which has a substantial in-house kitchen garden. This is a unique showcase organic farm that allows the visitors to experience how the vegetables and spices are produced and feast on them in their everyday meals. It helps boost the regional economy by dealing directly with farmers to help grow their businesses. Keeping in the mind the health of the guests, Rakkh serves pure organic milk, sourced from the local dairy cows with no preservatives or

Property

adulteration in it.

It also conducts a workshop of pottery, handloom & traditional Himachali Culinary workshop. For the ones who love yoga, Rakkh has sessions which are open to everyone and are perfect for beginners who want to energise and strengthen their mind and body.

Rakkh has created job opportunities for the locals by indulging them in activities required at the resort. It is also known for its eco-friendly & sustainability as it gives equal importance on the quality of the surrounding area in the resort. Rakkh started the initiative called “Clean Rakkh, Green Rakkh”, working alongside the local municipal corporations to ensure none of the waste generated in & around the village goes into the nearby stream (Neugal Khad) & clogs it.

As Rakkh says ‘No’ to Plastic, they use Copper Bottles to serve water to their guests to ensure that they garner all the health benefits. The decor at Rakkh is made of cane & bamboo.

These certain initiatives by Rakkh make them different from all other resorts.

Experience Local Flavors It is said that you do not completely enjoy a new place till you haven’t eaten their local foods and tried their cuisines. At Rakkh, they believe in promoting local flavours, so there is a strong emphasis on local Himachal food on their menus, with its rich and unique flavor. Rakkh is the perfect destination to enjoy the perks of nature and the authenticity of local food, both, under one roof.

The idea is to use produce which is locally grown and hence retain the freshness and tastes of these ingredients. The main restaurant, Dhaam (meaning “Feast” in the local language) is a multi-cuisine restaurant, serving the best of pan-Indian and International cuisine, including south Indian breakfasts, fresh salads, mouthwatering South East Asian and Mediterranean fare. It also has the exquisite “Dham Thali”, a bouffage which includes Madra, Luchipoti, Sidu, Dham and Aktori, all famous in the Himachal which is the perfect celebration of Indian cuisine.

Ancient Himachali spices like Jakhiya, a tiny seed resembling mustard and Jambu, a chive-like herb are used to add the local authentic flavor to various dishes and dals respectively.

The most fascinating ingredient of them all is Bhaang (hemp) that is used in side dishes like chutneys. This amazing mix of local food served in the lap of nature attracts and fascinates travellers from all over the world.

One can also learn the secrets of this largely overlooked local cuisine and enjoy the spoils of hard work at a sit down Himachali feast with Rakkh’s cooking classes.

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Spa Experience While there, it’s most definite to indulge in a very rejuvenating and holistic spa experience at Baanka, which is a part of the resort. Baanka (meaning beauty in Pahari) is Rakkh’s exclusive spa, designed to help guests relax and unwind from the day to day stresses of life, or after a long journey, to restore body and mind.

The state-of-the-art spa features three treatment rooms and both male and female steam rooms. Run by a team of talented therapists who deliver a comprehensive variety of healing, beauty and pampering t re at m e nts , i n c l u d i n g a ro m at h e ra py, Swedish and Thai massages, body scrubs and wraps using all-natural ingredients to achieve maximum sense of wellbeing.

The spa takes a holistic approach to physical, mental and spiritual well-being, providing a sanctuary for the senses. Since the resort is located far from the madding crowds and unchecked development of the major hill stations of Himachal, it offers genuine and unsullied Himachal hospitality.

It is a world away from the busy streets of Dharamsala and thus the spa is like the in-house temple of serenity and exotic sensuality.

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Activities Offered Rakkh also offers varieties of activities like hikes & bikes trails through surrounding tea gardens, nearby hills and short walks through nearby villages, paddy fields, forests, pine forests to hilltop temples for little adventure. One can test their stamina and skills with adventurous activities such as climbing and an in-built wall made only for thrill seeking purposes.

The resort’s dedicated and passionate activities-team organises guided mountain biking, hiking trails, and climbing wall activities, slacklining as well as dedicated camp skills workshops for their guests. n

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Operations

Hotel Business Review

Carpets Floor Need in Hotels

To ensure proper maintenance of carpets in hotels, housekeeping managers need to put in place adequate preventive measures such as regular vacuuming, stain removal exercises, periodic deep cleaning, and having maintenance schedule and records

By Jyotismita Sharma

T

here is not just one reason why hotels cannot often do without carpets as a flooring option, at least for some strategic areas. In fact, from appearance, safety and maintenance perspectives, there are several factors that weigh in favour of carpets. Carpeting adds to the décor by using colour, patterns, and pile heights, helping one custom create an image of the property and make a style statement.

Carpet can also help save energy as it is an important contributor to the insulation of the indoor environment. Moreover, carpets feel good, soft, and easier on the feet. It also gives a “softer” feel to the room. Carpets also play a role in absorbing sound and carpets with padding further enhance this ability. It is also observed that slip-and-fall accidents occur less on carpeted floors as compared to hard surface floors. Many even believe that in the long run, purchase and maintenance of carpets cost less than hard surface flooring. Particularly, when it comes to cleaning carpets, one need not

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employ a lot of people to do the job. This less labour-intensive nature of the job brings down the cost significantly. Carpets are also being touted as “sustainable” products as old carpets can be easily recycled into new carpets and other products.

According to Anish Dewani, Purchase Manager, Crowne Plaza Today, Gurugram, a

Anish Dewani

hotel needs to plan it out well before going for carpet purchase.

“We look at various things such as foot fall in the area where carpet is to be placed which helps in deciding if we need to buy a rug/Axminster carpet, etc,” Dewani said.

Carpet Cleaning The methods of carpet cleaning have drastically changed over the years and advancements in technology have played a huge role in this regard.

“Keeping updated with the changing trends and implementing those in the services should be the primary agenda. Cleaning is undoubtedly one of those many service areas that need constant improvisations,” said Dibyajyoti Majumder during his stint as Housekeeping Manager, Crowne Plaza Today, Gurugram.

“The entire process has been upgraded keeping the customer convenience in mind.

Initially, the method was limited to the use of soapy detergents, water-based chemicals

Operations and basic vacuum cleaner. However, things took a huge turn when the concept of steam cleaning entered the scene. The process of keeping the wet carpets to let dry for long hours has gone as it was inconvenient and also not appropriate for the carpet fibre,” Majumder added.

On the contrary, steam cleaning was a revolutionary idea altogether. It changed the entire situation. Using the steam in the cleaning did not make the carpet dead wet, and at the same time, the process was more progressive and advanced regarding cleaning up all the hidden dirt and debris that was getting gathered up beneath the carpet fibre.

Dry cleaning was also perceived as a good idea for some service providers, but it did not stand a chance in front of steam cleaning concerning the convenience and outcome.

To ensure proper maintenance of carpets in hotels, housekeeping managers need to put in place adequate preventive measures such as regular vacuuming, stain removal exercises, periodic deep cleaning, and having maintenance schedule and records.

Outsourcing vs In-house Cleaning Housekeeping managers tend to believe

Hotel Business Review

Dibyajyoti Majumder that when it comes to carpet cleaning, outsourcing has some clear advantages.

“Outsourcing cleaning services can have a significant impact on your bottom line in a variety of areas. First, there is generally an immediate cost savings in part because an expert cleaning staff can get more done in less time and a professional maintenance company can procure equipment, supplies and refillable goods at the best price points,” Majumder said.

“Beyond immediate cost cutting measures, there is the elimination of the sizeable costs

of recruiting, screening, hiring, training and managing employees,” he added.

In a competitive business environment, cleaning service contractors understand you have many options when considering outsourcing cleaning services.

Outsourcing cleaning services can also help a property put greater focus on delivery of its core services as every issue regarding the management of cleaning operations becomes the contractor’s responsibility.

This can include staffing issues, cleaning standards, the procurement of supplies, equipment and products and other resource draining operations.

Majumder explained that with outsourcing, a property can transfer the liability and insurance costs to cleaning service contractor: “Due to the nature of the work, there are specific liabilities associated with a cleaning staff. Outsourcing cleaning services to a professional company can save you time and money as they will insure their own employees and can even add you or the facility owner to their contractor’s policy, shielding you from third party litigation,” he said. n

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Spa

Hotel Business Review

Perfect Veda For Inner Wellbeing ! neoVeda Spa The Metropolitan Hotel & Spa

By Sharmila Chand

S

panning around 7000 sq. ft., the exclusive neoVeda is truly a haven of peace and tranquility. As you enter the elegant space, a whiff of exotic aromas, essential oils, spice and floral fragrances, tend to enhance and optimise the total “mind-body experience” and peel away the layers of daily stress. Contemporary ambience, modern and chic designs, warm earthy and calming aqua tones warmly welcomes you.

After making its presence felt at Craft House, luxury lifestyle store at The Metropolitan Hotel & Spa ,with its mind and body healing and relaxing products, neoVeda Spa unravels a new dimension in the world of health, well being and fitness.

Based on the concept of new Ayurveda, you get to understand exclusive therapies for your well-being and takes you on a journey of self discovery. In a way, this epitome of understated luxury encapsulates the time-honoured powers of Ayurveda with a modern influence to heal and restore, relax and invigorate.

The Spa is home to a state-of-the-art gym and offers an array of classic and modern treatments, massages, scrubs, wraps, facials, baths, foot and hand care, slimming, toning and firming techniques.

The five treatment Spa rooms have distinctive themes, big and spacious. Marma room has a Kalari massage set up, Ananda room is stylized for Shirodhara treatment, Prana room is for volcanic Hot Stone massage, Jiva room is for practicing Thai massage and a special Kama room for couples. There is a spacious lounge where one can wait, relax and indulge in some reading before or after the therapy. neoVeda Spa offers luxurious collection of time-tested ancient and traditional healing remedies and treatments whilst incorporating the latest international wellness trends to provide the guest an authentic and holistic experience. The signature therapies like neoVeda Journey, neoVeda Signature, Energy Equalizer with Volcanic Hot Stone, Vedic Journey and THE MET Indulgence are a combination of beauty concepts of the ancient India and modern research.

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An Exclusive Interview with Jayan A Narayanana, Spa Manager, neoVeda Spa Jayan A Narayanana has been working in hospitality sector for few years now and before joining The Metropolitan Hotel & Spa as neoVeda Spa Manager, he worked with few other leading hotels like The Lalit, The Bagh Hotel, Rajasthan and Ishana as a Spa Operation Manager, handling a team size of more than 100 employees. He started his career as an Ayurveda Punchkarma Nurse with Ayurveda Kendra and this experience helped him to understand the essence behind traditional massage.

In an exclusive interview, he talks about the trend, challenges and his own experience of being in spa industry: What kinds of changes you have witnessed in the spa industry in the past 5-6 years?

Spa or Wellness Industry is booming in India as people have realized the importance of a healthy lifestyle. Apart from having a balanced diet, people are moving towards wellness industry as it plays a vital role in easing out a stressful day. People are working hard for a desirable lifestyle but relaxing is equally important for a healthy mind and body. After a stressful day at work or after taking a long flight, an Ayurvedic massage with modern application techniques not only calms mind but also relaxes nerves and muscles.

These days wellness industry is not only limited to beauty treatments or spa therapies but also have yoga sessions under one roof. Also, Wellness & Spa industry has created good job opportunities.

What are the current top trends in Spa? Adhering to our age-old Ayurveda in terms of Ayurvedic

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treatments or using natural skincare products derived from it, is a significant trend. Guests have evolved towards preferring natural therapies over the cosmetic ones. They love the usage of essential oils and its aromatic effect over mind and soul. It’s a great way to relax body and mind. Similarly, our neoVeda Spa is based on the concept of new Ayurveda. Here we use the time-honoured powers of Ayurveda with a modern influence to heal and restore, relax and invigorate mind, body and spirit. You would get the ultimate indulgence and stress release here for a simply divine experience.

We only use our in-house neoVeda products as these are made from pure essential oils and are without paraben, sulphate, silicone, mineral oil, triethanolamine & phenoxyethanol. They are also PETA certified for not testing on animals & Vegan free. This is another trend, wherein, only natural products are used, free from harmful chemicals, etc. Most Spas now days are using their in-house spa products rather outsourcing them.

What are the key challenges in opening a spa?

Working in this industry has been an enriching experience. Seeing and working with age-old wisdom of Ayurveda, its influence in today’s time, knowing about your body, marma or vital points, calming your mind, etc really inspires and motivates me to go deeper into subject. Currently, I’m working with neoVeda Spa and have learnt a lot here as it is based on the concept of new Ayurveda. We do detailed R&D on powers of Ayurveda with a modern influence, how to heal and restore, relax mind, body and spirit. This beautiful fusion of traditional and modern Ayurveda concept helps me to be updated and stay connected with my subject.

There are few challenges that we all face in terms of getting a well-trained and honest staff, which is very important for a smooth flow of work. And the second challenge is as to how to retain trained staff despite giving good pay, perks, working condition, etc.

Also, we need to maintain top class services for an excellent therapy. Careful hiring of well-trained therapists is the key to success for our Spa and therapist must be fully qualified with suitable experience, excellent communications and administration skills. Therapist should be well groomed, highly hygienic, medically / clinically tested and professional. Therapist must be able to perform normal spa and beauty treatments. Therapist undergoes thorough spa training to ensure smooth

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o p e rat i o n s , exce pt i o n a l s e rv i ce a n d maintaining of stocks to highest standards.

Most importantly, therapist should be able to achieve excellent customer service levels and exceed customer’s expectations. From the reception to the therapist, people choice is made with a great thought!

How do you decide on the spa menu?

What factors have to be kept in mind to chalk out a decent menu?

We are doing continuous R&D on new Ayurveda, which is what our neoVeda Spa is based on. Also, guest feedback, what is working with them, etc also helps us in deciding spa menu. We constantly add new therapies and treatments to our menu so that we are with time and offer our guests the best therapy in vogue. With every R&D, our primary focus is rejuvenating and relaxing mind and body. The therapy should provide relief from stress, uplift moods, detox skin and body, pamper one and create memorable moments and transcending mind.

What do you enjoy most about being a Spa Director?

Being a Spa Manager, I love the fact that after a wholesome unique experience, guests get relief from stress, their day-to-day issues and are able to enjoy some ‘me’ time here.

Also, that I am able to learn & go deeper on topics like, Ayurveda, natural ingredients, its benefits, etc.

Could you tell us the USP of your Spa? What distinguishes it from others? neoVeda Spa is the only Spa to be based on the concept of new Ayurveda that encapsulates the time-honoured powers of Ayurveda with a modern influence to heal and restore, relax and invigorate. neoVeda Spa is a perfect blend of Eastern and Western approach towards healing and beauty practices.

Centrally and strategically located at Connaught Place, New Delhi’s premier business and shopping district and has easy access from International and Domestic Airport, New Delhi Railway Station and walking distance access to Airport Express Line’s Metro Station, is it’s another USP. Spa menu is very extensive and innovative.

It offers unique techniques like aroma therapy, stone therapy, and incorporates products like honey, cocoa butter, chocolate, fruits into the offerings. It also lets guests indulge in organic and natural beauty and wellness treatments using natural substances like sea-weed, jasmine, wild-rose, salt,

sandalwood and many more. neoVeda Spa has its own range of exclusive products like bath gels, body lotions, face masks and massage oils that are developed and tested by our own experts and are PETA certified apart from their unique properties as follows : NO- Paraben, Silicone, Sulphite, Mineral Oils, Triethanolamine and Phenoxyethanol It is also one of the few Spas to have dedicated ‘Online Spa Reservation Box’ on Hotel’s official website, wherein, residential and non-residential guests of the hotel can make guaranteed Spa treatment reservation with instant confirmation.

Lastly, neoVeda Spa incorporates the latest buzz, Health/Medical Spa, wherein, guests does not get pampered, but also treated with holistic treatment, i.e., a combination of both beauty, as well as therapeutic programs.

Do you have some customised treatments?

We can customise treatments based on guest’s needs, befitting the season and occasion apart from the wide menu that neoVeda Spa has to offer.

What is your favorite treatment to receive? Why? There are few signature therapies which I would like to recommend like ‘neoVeda Journey’; ‘neoVeda Signature’ -Balancing of the senses; ‘Vedic Journey’; Energy Equalizer with Volcanic Hot Stones; “Active Calming and Soothing Facial”; “Udvartina Body Scrub”; as they offer a complete sense of relaxation and wellbeing.

But my favourite is ‘Kalari massage’. It is a traditional Ayurvedic massage for stimulating vital points. This is a traditional Ayurvedic massage using herb infused ayurvedic oils, performed by the therapist using hand and feet, applying appropriate pressure to specific vital points/parts of the body. Kalari massage not only relieves back pain, stiffness and sports injuries but also stimulates various bodily organs and systems. The massage stimulates or generates the energy resources and helps the flow of vital energy in the individual. It removes blockages form the ‘marma’ points giving physical and psychological relaxation and strength forward with Udvartina scrub for longer lasting suntan - shed those dead layers of skin with a thorough body exfoliation using an age-old Ayurveda formula renowned for its strong herbal anti-oxidants. This treatment cleanses and invigorates the body and leaves skin feeling smooth, soft and saturated with anti-oxidants. n

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P ro d uct Previ ew

Hotel Business Review

Combi Steamers

Quality & Comfortable Furniture

HOBART is synonymous with high quality as well as economical and innovative technology in the professional kitchen. Its combi steamers COMBI and COMBI-plus share the same core qualities. These two product lines are intended for all applications where top performance is required and that highest demands are met. The high-quality range of vertical cooking equipment has been designed to meet the demands of the modern kitchen and provides the perfect solution for every professional chef.

The combi steamers are easy to use with

Stackwell is one of the leading names in the banquet furniture. They are known for exquisite contemporary designs with finest quality finishing & long lasting product.

The wide product range of banquet furniture includes: Aluminum Framed Powder Coated Stacking Chairs, Steel Framed Powder Coated Stacking Chairs, Flat Fold Banquet Tables, Flexi-back/ Action-back Chairs, Fr i l l - Le s s ( La m i n at e d To p ) Conference Tables, Glass Top Tables for Buffet arrangement.

Stackwell is the only company i n I n d i a t h a t h a s b ro u g h t maximum comfort in banquet and conferences seating for longer hours. They have introduced new concept of flexi-back /action-back chairs which are stackable up to 10 numbers. This reduces the storage space. The Ergonomically designed special backs are provided to the chairs, are widely accepted in the hospitality industry.

Another unique product of Stackwell known for the Innovative design is the FrillLess Laminated Top Conference Tables. These tables have removable modesty front panels. The peculiarity of this table is that it’s legs are made of stainless steel, thus even after extensive usage it will look as fresh as new. The front and side modesty panels are not like Chinese metal panel but we provide the matching / same as top.

This makes the product look very decent and elegant. Look wise and also durability wise these products are far better than the imported products.

Stackwell sales@stackwell.in

Recycled Rugs VISIOPAD touch control panel – clear, intuitive, and ergonomic. It saves up to 15% in energy and water with automatic adjustment of water depending on the temperature required and quantity of food being cooked. The temperature precision guaranteed with heating power adapted to match the load being cooked offers perfect, consistent results with uniform browning of food with auto reversing fans and AIRDRY function to ensure crispness and moisture. The essential functions doubled with TwinControl ensure an operational oven at all times. It provides convenient automatic cleaning and descaling system. The interior of the COMBI is highly visible due to bright LED lighting. And ‘side-ways’ insertion of the trays provides the safest and ergonomic loading. The Cool-Down function for quick temperature adjustment allows for continuous cooking without waiting.

Hobart cooking equipment is produced using only the most advanced manufacturing techniques to provide the highest possible quality finish. All cooking units come with full safety systems and are CE approved, backed by fleet of factory trained Hobart Service Engineers across India.

ITW India Pvt. Ltd. avinash.singh@itwfeg.in

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The Rug Republic (TRR) is all about simplifying the journey from the factory to the floor. A journey that brings home, handmade best-seller rugs to customers globally. Some of the most adorable rugs are made from recycled materials, denims being the hottest in global home fashion. Jeans are imported from across the world in containers and each component of theirs is recycled into things of value. Each shred of metal is separated, jeans are then cut down into strips which go over spindles, and then woven into alluring rugs by age old “pit looms”. Group of highly skilled craftsmen take upto 10 days of work to create each of these unique rugs.

TRR has been created by Studio Sharda, a leading Indian manufacturer and one of the most creative Floor Fashion studios in the world. With over 3 decades of manufacturing and International experience, Studio Sharda has been serving reputed Importers, Retailers, Catalogs, Designers and various high-street fashion-brands in over 80 countries, worldwide.

The TRR collection is a comprehensive catalog of Studio Sharda’s choicest products ranging from hand-tufted & handwoven rugs, recycled items, leather rugs, bath rugs & Chenilles, and home décor accessories like poufs & cushions. These products are manufactured from best quality materials including wool, leather, natural fibres etc. in socially responsible and eco-friendly Sharda factories spread across India in multiple locations. The TRR collection comprises of trendy themes, styles and categories across price levels, which offers splendid choice to a wide variety of global customers.

The Rug Republic floorfashion@therugrepublic.in

Scan the QR code, Pre-registration

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Hotel Business Review

P ro d uct Previ ew

Smartphone is the Key

Aluminum Cladding

Since 1945, MIWA Lock Company Ltd. has emerged as Japan’s foremost provider of high-performance locks and security systems. Today, its reputation for quality and reliability has made MIWA the choice of leading hotel chains around the world. MIWA has setthe global standard for programmable lock technology.

MIWA from Japan has i nt ro d u ce d B l u eto ot h enabled RFID electronic lock, which can use for hotel guestrooms.This operates by using smart phone as a key. Just launch a special app.(KEYMO (BLE) - Miwa mobile key system), tap the unlock button and then wave the phone over the lock(only a guest’s mobile can be used), and locked door of the guestroom would be opened. This state-of-the-art system facilitates guests as well as hotel staff to enter and exit guestrooms on premises.

Vista Hospitality Solutions, is the authorised sales and service partner for Miwa Locks from Japan in India.

Vista Hospitality Solutions info@vistahospitality.co.in

‘Loom Crafts’ a name synonymous with bespoke high quality, path-breaking innovations and trendsetting designs in outdoor lifestyle, has innovated the first of its kind exterior surfacing solutions -“Loom Clad. “Loom Clad” is basically an extruded aluminum weatherboard system offering a choice of different profiles for use in new construction or for re-cladding. It is suitable for exterior cladding for the entire structure or for feature areas in combination with other cladding products.

Suitable for use in the interior as well as exterior applications, “Loom Clad”, features cladding or

Uniform Trust The journey of Sky Enterprises did begin in the pre-independence era. The company has come a long way from the days of Raj to the cyber age. However, over the years, its endeavour to provide quality products has not changed. It has never compromised on is the quality of cloth and dress materials used. The product range of Sky Enterprises is valued for its high quality products and fine stitching.

The company uses high grade raw materials, which are sourced from its trusted vendors. Today Sky Enterprises is regarded as a pioneer in the field of manufacturing and supply of uniforms and uniform related accessories, and hand-made Zari embroidery in India. The company’s product range include Waiter uniforms, Chef uniforms, uniforms for Indian Air Force and Indian Navy, School uniforms, Reception uniforms, uniforms for Air hostesses, Security uniforms, Housekeeping uniforms, and all other types of Corporate uniforms. The company’s prestigious clientele list includes Indian Air Force and Indian Navy among others. Besides institutional uniform tailoring, the company also executes complete job of drapery and stitching on order.

SKY Enterprises skyenterprisesindia@gmail.com

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integrated into the door, screens, canopies ceilings, counter fronts etc. Ergonomically designed, “Loom Clad” can be customized and installed as per the distinct demands of clients. Available in a wide variety of textures and colors, wood grain and solid colors applied to Loom Clad are warranted for up to 15 years assuring superior resistance to weathering in the color and gloss retention. “Loom Clad” can even be installed in a range of profiles and styles to completely change the look and feel of outdoors. Whether it’s an existing building or a new construction at any given altitude or even in the coastal area, “Loom Clad” is the sheer ideal option to achieve a timeless luxurious finish and appeal.

“Loom Clad“ unlike the traditional cladding, can be easily fixed in the least amount of time, is exceptionally durable, lightweight and maintenance free, weather, moisture, and UV resistant as well as eco-friendly cladding. In addition, Loom Clad also acts as a thermal insulator, reflect noise, and is highly cost effective and can even act as bracing for exteriors. It won’t rot, warp, peel or fade and is even impervious to insects. Even after the warranty period “Loom Clad“ can be recycled or re-coated while it also, has a resale value which means it’s an investment with return unlike Wood and other available cladding options.

Loom Crafts info@loomcrafts.com

Advertiser’s Index Advertiser’s Index Company

Page No.

akasa international

10

avon hospitality

22

charnock equipments pvt. ltd.

01

chair craft india pvt. ltd.

15

evolis card printer india pvt. ltd. FIC fabscapes 16 Food & hotel india

63

gralit india biotech pvt. ltd.

55

heimtextil india

51

home comfort texo fab

08

home zone india

45

hotelex 2019

65

ifb industries ltd.

09

india international hospitality expo

47

infinity hygiene care

12

itw india pvt. ltd.

41

kesri transcontinental bc laxmi brush company

14

loomcrafts furniture india pvt. ltd.

11

lords wear pvt. ltd.

21

mastech services

43

mehta furnishers

17

MKN INDIA

29

modern cosmetic india

53

modi woodspace pvt. ltd.

23

navin polycon

35

pushkal textiles

49

RANS TECHNOCRATS (iNDIA) PVT. LTD.

37

remington steel arts

66

samrat furnishers

33

s.k international

31

sial china 2019 sony india pvt. ltd.

57 gATE FOLD

snoozer bedding ltd.

25

stackwell 59 trend n design

BIC

trafs 2019

61

Vedic Aroma Lab

39

Venus Industries

05

vista hospitality solutions

67

winterhalter india pvt. ltd.

13

Wooden Floor Sanding and Refinishing Experts

07

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Intervi ew

Hotel Business Review

Combating Challenges with a Smile!

Sukhbir Singh, General Manager, Novotel Guwahati, has been a versatile personality in the industry for close to two decades and has been associated with AccorHotels since 2011. Being Sales and Marketing chieftain, he had various stints in Banking, Real-Estate and Hospitality – before taking up the role of a General Manager. His experience spans across regions in India from Hyderabad, Kolkata, Mumbai, Gujarat and Guwahati, combined with various verticals, finally evolving into his present role.

He spends leisure hours at the study room, where he loves to dig into the depths of current affairs, stock markets and international trade. In an exclusive interview with Sharmila Chand, he talks about the distinguishing features of the property, his mantra of work and more...

What is the USP of your property?

Novotel Guwahati GS Road is the first international hotel of North-East India.

Featuring a host of amenities, sophisticatedly designed hotel rooms and discriminatingly valued service, Novotel Guwahati sets the juncture for a notable North East India visit.

The hotel offers a location in the city centre with proximity to entertainment and strategic Government establishments.

With a total inventory of 118 rooms, every element of the hotel reflects the signature French hospitality and Indian culture. The facilities of this chic and contemporary hotel include round the clock and state of the art fitness centre, a Spa with multiple treatment rooms, a rooftop swimming pool with a starlit poolside bar, kids play area and multiple food and beverage outlets.

Please tell us about the green initiatives the hotel has taken?

AccorHotels has been actively pursuing sustainable hotel management practices for over 20 years in order to protect the people and the environment. PLANET 21 lies at the centre of AccorHotels’ DNA. It is more than just an environmental programme. Today PLANET 21 has become AccorHotels’ pathway to minimise its environmental footprint and maximise its societal contribution, involving all levels of hotel operations. We remain committed to protect our planet, its people and the environment.

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

We have adopted a 360-degree deep stick comprehensive approach, focusing on reaching out to all our potential clients who desire a five-star experience, at the right price!

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What distinguishes your property from others in the same bracket?

As mentioned earlier, we are the first international brand to enter the North East market. We have our peers among other Indian brands, and four-star properties– where our distinct location and international hospitality stands out from the rest.

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?

What is the most crucial issue to tackle in the Hospitality industry today?

Talent acquisition and retention has always been a major challenge for the hospitality industry at large. Identifying the right talent, encouraging them to build a successful career path while empowering them with relevant training and guidance, is intrinsic to driving great guest experiences and ensuring all AccorHotels’ guests feel welcome.

Food & Beverage is one of the two major revenue earning divisions for any hotel. We focus on presenting the best of food experiences at our all-day dining ‘The Square’ and our banquet hall ‘Celebration’.

We also own the very first whiskey library of Guwahati – ‘The Malt’, which decks up all the exclusive brands of Whiskey you can relate yourself with!

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

What would you say is the ‘Differentiating Factor’ of your F&B outlets?

There have been many such moments in my life which I feel great about – the most memorable one being when AccorHotels entrusted me with the responsibilities of heading Novotel Guwahati GS Road. Memoirs of becoming a General Manager for the first time was something I cherish always.

Our food and beverage motto has been to serve our guests with an experience of French Hospitality, blended with an exotic palate. Having said that, we set ourselves apart from the rest with our elegance and style.

Could you reflect on the future plans and new initiatives you wish to undertake in your property?

We are soon launching a rooftop poolside bar ‘Skye’ – which is currently the most talked about upcoming dining destination in town and will be catering to a niche clientele!

Further, we also plan to launch an upscale commercial retail block within our premise, for our hotel guests and visitors.

I like being occupied with different challenges presented to me by stakeholders and finding quick solutions, which makes me feel committed to my work.

What has been the most rewarding moment in your career?

How do you de-stress?

A mug of black coffee and a good book to read is my mantra to relax.

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

The only real failure in life is not trying.

One should never think twice in taking on new challenges and risks. We can never predict how much good we would bring with our efforts, but what we know is – if we do not try, we might really miss something ‘Great’!

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