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July-Aug ’15

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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 Resident Editor

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

Hari Kumar V

Production Assistant

Mamta Sharma

Advertising Sales

Delhi: Debabrata Nath, Sumesh Sharma Director Sales

Sanjay Anand Mobile: +91 9811136837 Director Operations & Finance

Rajat Taneja Mobile: +91 9810315463

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 Telefax: 91-22-28388947

E-mail: info@hammer.co.in Š 2015 Hammer Publishers Pvt. Ltd. No article can be reproduced in part or as whole without prior permission of the Publisher. Hammer Hotel Business Review is a bi-monthly magazine, printed and published by Rajneesh Sharma on behalf of Hammer Publishers Pvt. Ltd., 206, Samrat Bhawan, Ranjeet Nagar Commercial Complex, New Delhi. Printed at Swan Press, B-71, Naraina Industrial Area, Phase-II, New Delhi-110 028. Annual Subscription rate within India is Rs. 450 and overseas US $110, for surface mail. Single issue is available for Rs. 90 in India and US $25 overseas. Cheques are payable to Hammer Publishers Pvt. Ltd. Editorial Policy : Editorial emphasis in Hammer Hotel Business Review magazine is on educational & informational material specifically designed to assist those responsible for managing instututional Hotel business. Articles are welcome and will be published on the sole discretion of the editor.

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The growing health, wellness and fitness consciousness in the urban Indian society is also influencing the Indian hospitality industry. Many highend hotels and resorts in India are going the extra mile to cater to the needs and preferences of their growing numbers of health conscious guests. This trend is not only reflected in sophisticated spa services and comprehensive gym services across high-end hotels and resorts of the country; it is also reflected by the hospitality properties presenting nutritious food and beverages and impeccable housekeeping solutions to cater to the discerning, widely travelled and health conscious guests. We have discussed the second and final installment of the feature focusing on Indian hospitality industry going the health conscious way, in our Cover Story. The Business Story focuses on how the high-end hotels in India are maintaining stringent quality control pertaining to food hygiene, toiletries, linen and other housekeeping items. This may help many vendors to high-end hotels in the country to know what level of quality is being expected from their end, and in turn facilitate them to serve many high-end hotels of India more successfully. The innovative measures adopted by the food service operations in three renowned hotels to attract their clientele in this digital age, are being presented through our F&B section. The Feature section deals with ways to enhance tourism revenues of India, which is very much related to the enhancement of revenues of the Indian hospitality industry. Intelligent marketing and aggressive promotion of offbeat destinations of India is one of the ways to bolster our domestic and inbound tourism figures. The Property section features a wonderful five-star hotel in the heart of the planned and beautiful city of Chandigarh, where the interests of business and leisure travellers merge to create a comprehensive expression in premium hospitality. Besides these and some other interesting features on topics of importance pertaining to the hospitality industry, there are, like as always, the News, Events and Report section, which can together give you relevant information about the recent happenings in the industry. They amply complement the insightful observations and perspectives of our features. I hope our esteemed readers would like our efforts, and enjoy reading the issue in the same way as we enjoyed creating it. I also take this opportunity to wish them a Merry Christmas and a Happy New Year.


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

Health and wellness are now much more than trends. They are fast emerging as lifestyle options. Many hotels in India are also offering nourishing and well balanced dishes for those who are mindful of their diet.

SPA

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INDUSTRY

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PROPERTY

Drawing inspiration from the life giving essence of water, Quan Spa, the luxurious spa at JW Marriott Hotel Chandigarh, provides a diverse array of healing massages, Ayurvedic treatments, face therapies, body scrubs and soothing rituals.

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BUSINESS

Hospitality industry needs innumerable supplies. And their demand is a continuous one. This has encouraged several small and large entrepreneurs to venture into the field of supplying their products and services to the hospitality industry.

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FEATURE

The domestic and inbound tourism figures could be substantially improved if our Union and the state governments and our tourism and hospitality industry make concerted efforts to promote our many offbeat tourist destinations.

One can try to meet the increasing laundry demands from the hotels who are, increasingly, outsourcing the cleaning of their linen and are looking for launderers who can meet their standards at economical rates.

It took only a 15-20 minutes drive from the Chandigarh railway station to reach the stately JW Marriott Hotel Chandigarh. Located in Sector 17, the five-star property spread across six floors is in the center of the city’s vibrant business district.

departments

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04 Event

F&B

Personalisation and authenticity are becoming the strengths of food service outlets in high-end hotels to remain ahead of competition.

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News Scan

22 Appointment 24 Report 58 Operations 66

Product Preview

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Business Opportunity

68 Interview

Nov-Dec ’15

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Event

Hotel Business Review

SIAL China 2016: The Right Platform for the F&B Industry

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s Asia’s largest food innovation exhibition, SIAL CHINA presents thousands of food, beverage and wines every year. The forthcoming edition of SIAL is also not expected to be deviation from this convention. SIAL CHINA 2016 will be held during 5th-7th May 2016 at Shanghai New International Expo Centre. It is expected to attract 2,900 exhibitors and 66,000

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visitors. SIAL CHINA 2015 attracted 2734 exhibitors and 61,296 visitors. SIAL CHINA 2016 will be spread across 126,000 sq m, in 11 halls, whereas SIAL CHINA 2015 had 115,000 sq. m exhibition area. SIAL CHINA 2016 is expected to create a channel for quality gastronomic products which will cater to HoReCa buyers’ needs. Whatever product you plan to present: tea, wine, spirits, meat… SIAL CHINA is offering you a great chance to present your products thanks to the 21 sectors, 11 events and dozens of cooking demonstrations. With Wagyu beef, Canadian beef, Australian mutton, Indian poultry and so forth in the meat sector, SIAL CHINA 2016 aims to feed Chinese restaurants’ aspirations for high quality meat with 25,000 sq. m exhibition space in hall E3 & E4. When it comes to wine sector, old world and new world will converge at hall W5.In gourmet sector, high value food materials such as French truffle, Spanish ham, Korean ginseng and many more are expected to whet appetites of the pickiest buyers. Central Kitchen and Seafood zones in hall E3 and E4 will provide one-stop

purchasing opportunities for buyers to source the premium Chinese products. In addition to the sectors, SIAL CHINA 2016 will also host numerous interactive events to provide value added services for the HoReCa segment. Endorsed by World Associations of Chef’s Society (WACS), La Cuisine will carry on the live culinary competitions. Seafood Fest’ will present cooking demonstrations with fresh aquatic products. Wine Lab will be the wine education sanctuary to help distributors to cultivate Chinese consumers’ needs for best wines. Last but not the least, HoReCa visitors will be able to discover innovative products at this edition of SIAL, thanks to SIAL Innovation 2016. At SIAL CHINA 2015, 89 percent of the exhibitors were satisfied with the show and 89 percent of them recommended the show. 96 percent of the visitors were satisfied with the show and 92 percent said that they would return to the show next year. SIAL 2016 is expected to repeat or even outshine the last edition’s success story.


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Event

Hotel Business Review

Many Firsts at Food&HotelAsia2016 Food&HotelAsia2016 will be held during 12-15 April 2016 at Singapore Expo, Halls 1-9. FHA2016 will feature six specialised exhibitions — FoodAsia, HotelAsia, SpecialityCoffee&Tea, Bakery&Pastry, HospitalityStyleAsia and HospitalityTechnology, each with its own unique themes and areas of focus. Also ProWine Asia 2016 will take place during 12-15 April 2016, co-located with FHA2016. Adding to the holistic experience, FHA2016 will host a series of activities including intense, prestigious competitions targeting professionals from specific groups and sectors of the food and hospitality industry. These include the FHA Culinary Challenge 2016, the FHA Barista Challenge 2016, the FHA Latte Art Challenge 2016 and Asian Pastry Cup 2016. To address latest trends for new opportunities and growth, FHA2016 International Conference will discuss key issues influencing the food and hospitality industry, looking at commercial opportunities for hotels, green hotel design, big data analytics for smart operations, and food traceability, to name a few. Joint plenary sessions featuring CEO Insights, Stakeholders Panel Discussions and think tanks will see experts from around the world sharing their perspectives and views on the latest trends in the food and hospitality sectors. The last edition of FHA in 2014 garnered the attention of more than 65,000 trade attendees and played host to about 3,000 exhibitors from 65 countries and regions. The international food and hospitality scene is heating up, with Asia taking the lead. In six months, the

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region’s premier industry event,  FHA2016 (Food&HotelAsia2016) will bring more than 300 first-time exhibitors to the region’s most established and comprehensive food and hospitality trade show, including a host of new international group pavilion entrants. The new exhibitors will bring with them a range of new products and ingredients, equipment and supplies, and best-of-breed services. This will result in a bigger and more diverse exhibition profile, offering more choices than ever before to industry buyers, and will add to FHA’s appeal as the tradeshow to see and to be seen at. “For the 2016 event, we are seeing many new local and international companies joining us for the very first time. This is a firm reflection of the importance the industry places in the event, and solidifies its position as the event of choice for food and hospitality players; mega and small, from across the region and beyond,” said Ting Siew Mui, Project Director of Lifestyle Events at Singapore Exhibition Services — organiser of FHA.   FHA2016 will highlight many firsts, including: First-time international group pavilions — Algeria, Hungary, Poland, The Netherlands.

First Outdoor Extension: For the first time, space at FHA2016 will be extended to accommodate exhibitors from FoodAsia. First ProWine Asia: With Messe Düsseldorf Asia, Singapore Exhibition Services will bring the first ProWine Asia exhibition to Southeast Asia – colocated with FHA2016. Modelled after the globally recognised wine and spirit trade fair ProWein in Düsseldorf, ProWine Asia will tap into Messe Düsseldorf’s wealth of experience, expertise and standing as the business-promoting order platform for international wine and spirits segment. Through the staging of ProWine Asia, FHA will be able to grow and extend its existing wine and spirits segment. First Sweet High Tea Challenge: Part of the renowned FHA Culinary Challenge, the new Sweet High Tea Challenge will open to teams from hotels, restaurants, confectionaries, airlines, culinary training institutes and catering establishments. First Hotels & Resorts Management Conference Track: This track will explore topics on suitable business models for hospitality owners, the use of smart technology for operational efficiency, sustainable hotel design and new design trends for hotels and resorts, as well as an update on new hospitality projects in the Asian region. First talk track on F&B Productivity: Covering sustainable kitchen concepts and design, the new segment at the Food and Beverage Design, Technology & Operations conference track will feature case studies on effective designs to maximise productivity, trends in menu engineering and successful outsourcing of culinary preparations.


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Event

Hotel Business Review

Winners of Interior Lifestyle Awards Get a Global Platform to Showcase Their Skills Ayush & Geetanjali Kasliwal, the winners of Interior Lifestyle Awards 2015, will be showcasing their winning collection representing fine craftsmanship from Gujarat, at Ambiente 2016 ‑ the globally renowned trade fair for home furnishing and textiles - in Frankfurt, Germany. The winners Ayush and Geetanjali are the creative minds behind the Indian cultural design house, AnanTaya which has a thoughtful intent of having social impact through luxury products. Their products reflect a detailed understanding of processes and materials, simultaneously paying homage to the tradition of crafts and mainly involving the crafts people and artisans, mainly from Rajasthan. Putting together their winning concept on the theme Pheonix - the fabled bird that destroys itself through fire only to rise anew from its ashes- the designer duo created a unique presentation of materials, its many avatars, processes, crafts and cultural values in a Bedouin tent, at this year’s Ambiente India & Heimtextil India trade fairs, held in June.

EVENTS’ CALENDER Europain & Intersuc 2016 5-9 February 2016 Paris Nord Villepinte http://www.europain.com Gulfood 2016 21-25 February 2016 Dubai International Convention & Exhibition Centre, Dubai www.gulfood.com Aahar 2016 15-19 March 2016 Pragati Maidan, New Delhi http://www.aaharinternationalfair.com EDT Expo 2016 23-26 March 2016 Istanbul, Turkey http://www.cnredtexpo.com FHA 2016 12-15 April 2016 Singapore Expo, Singapore www.foodnhotelasia.com HOTELEX 2016 29 March -1 April 2016 Shanghai New International Exhibition Center, China http://www.hotelex.cn/ SIAL China 2016 5-7 May 2016 Shanghai New International Exhibition Center, Shanghai,China www.sialchina.com

As part of the reward for this prestigious award, Ayush & Geetanjali will now present their creations in front of the global design community at Ambiente 2016. The event is slated to take place during 12th – 16th February 2016 with over 1500 companies from around the world (400 Indian companies) showcasing and forecasting new furnishing and design trends. The fundamental theme around which Ayush & Geetanjali’s designs will revolve is “The convergence of India’s traditional and contemporary culture,” wherein a unique convergence of India’s past and present design culture will be created. Through innovative use of materials including repurposed and recycled elements, and combining them with artisans’ skills to make furniture, lighting and interior accessories, the designers are expected to present the best of modern Indian design. Winners of the Home Textile category of ILA 2015, Anar Patel & Vandana Agarwal, will also represent India’s cultural transition and Gujarat’s unique craftsmanship at the world’s renowned home furnishing and textiles fair - Heimtextil 2016, this January. The awards are being organised by Messe Frankfurt Trade Fairs India Pvt. Ltd. together with the Guild of Designers and Artists with an aim to recognise aspiring Indian designers and put their creative prowess in front of the global home furnishing and interior design industry. 8

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Travel Catering Expo 2016 9-11 May 2016 DICEC, Dubai http://www.travelcateringexpo.com/ Ambiente India 2016 22-24 June 2016 Pragati Maidan, New Delhi www.ambiente-india.in Heimtextil India 2016 22-24 June 2016 Pragati Maidan, New Delhi www.heimtextil.in


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Hotel Business Review

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Dipak Haksar, the New A Huge Merger CEO of ITC Hotels Marriott International, Inc. and Starwood Hotels & ITC Hotels has appointed Dipak Haksar as its new CEO. Haksar began his tenure with ITC way back in 1978, as a trainee with ITC Maurya. He went on to become the General Manager of ITC Maurya, New Delhi. Prior to this present position, Haksar was the COO of ITC Hotels. Haksar was instrumental in opening ITC Maratha, Mumbai. Rajeev Bhandari has succeeded Haksar as the COO of ITC Hotels. Bhandari is credited with leading ITC Hotels’s expansion in the south India. In the capacity of COO, Bhandari is being responsible for overseeing the day-to-day operations of ITC’s growing portfolio of hotels. He will also be engaged in setting up systems and processes across the hotel chain. Haksar’s appointment to the hot seat comes at a critical time when the hotel chain is geared for new openings in varied geographical locations ranging from Srinagar to Ahmedabad to Hyderabad to Sri Lanka.

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Resorts Worldwide, Inc. have announced that the boards of directors of both companies have unanimously approved a definitive merger agreement under which the companies will create the world’s largest hotel company. The transaction combines Starwood’s leading lifestyle brands and international footprint with Marriott’s strong presence in the luxury and select-service tiers, as well as the convention and resort segment, creating a more comprehensive portfolio. Combined, the companies will operate or franchise more than 5,500 hotels with 1.1 million rooms worldwide, in over 100 countries. The merged company will offer broader choice for guests, greater opportunities for associates and should unlock additional value for Marriott and Starwood shareholders. Regarding this merger, Arne Sorenson, President and Chief Executive Officer of Marriott International, said, “The driving force behind this transaction is growth. This is an opportunity to create value by combining the distribution and strengths of Marriott and Starwood, enhancing our competitiveness in a quickly evolving marketplace. This greater scale should offer a wider choice of brands to consumers, improve economics to owners and franchisees, increase unit growth and enhance long-term value to shareholders.” JW Marriott, Jr. Executive Chairman and Chairman of the Board of Marriott International, said, “We have competed with Starwood for decades and we have also admired them. I am excited we will add great new hotels to our system, and for the incredible opportunities for Starwood and Marriott associates. I am delighted to welcome Starwood to the Marriott family.” One-time transaction costs for the merger are expected to total approximately 100 to 150 million USD. Transition costs are expected to be incurred over the next two years. They cannot be estimated at this time, but are expected to be meaningful. Marriott will assume Starwood’s recourse debt at the closing of the transaction. Marriott remains committed to maintaining an investment grade credit rating and to continue managing the balance sheet prudently after the merger. Arne Sorenson will remain President and Chief Executive Officer of Marriott International following the merger, and Marriott’s headquarters will remain in Bethesda, Maryland. Marriott’s Board of Directors, following the closing, will increase from 11 to 14 members with the expected addition of three members of the Starwood Board of Directors. The transaction is subject to Marriott International’s and Starwood Hotels & Resorts Worldwide’s shareholder approvals, completion of Starwood’s planned disposition of its timeshare business, regulatory approvals and the satisfaction of other customary closing conditions. Assuming receipt of the necessary approvals, the parties expect the transaction to close in mid-2016.


Nov-Dec ’15

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Hotel Business Review

T24 Residency Opens in Mumbai T24 Residency, a four-star business boutique hotel, opened its doors in the recent past, in Mumbai. It is located near T2 International terminal, within the heart of the business and commercial areas of the Mumbai metropolis. Its approach to hospitality, according to a press release, is two-pronged. They are adaptability suited to the requirements of the urban traveller, and added importance to the next-level personalised service standards and facilities. Free wi-fi access, both within the hotel and in all hotel’s transportation, which can be liked by those patrons who prefer to be connected all the time, and the Travellers Library, where a guest can pick a book and even keep it if she or he likes, are some uncommon facilities at the hotel. Personalised and customised toiletries with a special menu to cater to the guest’s personal needs can be regarded as another guest-friendly feature of this hospitality property. Boarding pass kiosks and luggage tags for an uninterrupted access to guests’flight is another of

N ews Sca n the hotel’s facilities. The hotel also offers complimentary ironing and closet services for frequent guests who want to leave back their luggage, and travel light. The hotel is expected to cater to the often personalised needs of urban business travellers in the country. The nine-storied property comprising 55 rooms is divided into three categories - Executive Rooms, Deluxe Rooms and Club Rooms. A spacious yoga centre, banquet and conference rooms with modern designs and a terrace swimming pool are other facilities of the hotel. Toast – Bistro & Bar and TBD – the all-day restaurant located on the eighth floor of the T24 Residency offers European, Thai as well as Indian fare and a huge variety of international and domestic spirits, liquors, wines and craft beer. With al fresco and open-air seating options, Toast – Bistro & Bar and TBD (Terrace Bar & Dining) offers a spectacular view of the Mumbai cityscape and thrilling visuals of airplanes taking off and landing at the T2 terminal. T24 Residency is a foray into hospitality by the Malkani Group of Companies. T24 Residency is already courting expansion with plans of many more franchises to be launched across India.

Coveted Award for Courtyard by Marriott Gurgaon Courtyard by Marriott Gurgaon has won the coveted ‘Luxury Business Hotel of the Year’ award at the Luxury Travel Guide Global Awards 2015. This award further consolidates the esteem and position of Courtyard by Marriott Gurgaon. Speaking on the occasion Kanika Hasrat, General Manager of Courtyard by Marriott Gurgaon said, “I am truly honoured on receiving such a prestigious global award which gives us the encouragement to keep delighting our valued guests. It is indeed heartening to see the property receive recognition on an international platform. The credit goes to our wonderful team that constantly strives to offer the warmest and most memorable hospitality experience to our guests. I feel proud to be leading a property and a team that always keeps guests first, treating them as our most valued partners.” 12

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Hotel Business Review

Shangri-La Hotel, Bengaluru Bestowed with WB Honours 2015 Shangri-La Hotel, Bengaluru was conferred with the prestigious WB Honours 2015 by Washrooms and Beyond, in the category ‘Exclusive Light Design for Fine Lighting Design in the Spa.’ The WB Honours is presented every year in December for excellence in design in the washroom and related segments. The ceremony, this year, was attended by top designers, architects, corporates and professionals from the hotel industry and the washroom industry. Gaurav Arora accepted the award on behalf of Shangri-La Hotel, Bengaluru. In this regard, Jens Corder, General Manager of Shangri-La Hotel, Bengaluru said, “It is with great pride that we accept this prestigious award for ‘Fine Lighting Design in the Spa’ by Washrooms and Beyond. In keeping with our brand’s desire to deliver our guests excellent standards of hospitality today, we are very happy to receive this recognition from our peers in the industry and we hope to continue providing our distinctive brand of Asian hospitality to our guests.” Shangri-La Hotel, Bengaluru is designed by Adarsh Design Studio and the interior design is done by Singapore-based Wilson Associates. The 19-storied hotel features CHI, The

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N ews Sca n Spa which is also the first CHI Spa in India, with a dedicated Ayurveda room. CHI is the signature spa of Shangri-La Hotels and Resorts worldwide. This luxurious sanctuary, located on the hotel’s dedicated wellness and lifestyle floor, features nine luxurious treatment suites outfitted in soft neutral tones, including three couple suites.

Sunset Brunch at Novotel Imagica Khopoli AccorHotel’s Novotel Imagica Khopoli has recently launched an exciting addition to its bevy of offerings for its guests — the Sunset Brunch. The Sunset Brunch is available at the resort on every Saturday evening, from 5 pm onwards. The property very recently opened its doors as India’s first resort integrated with a theme park. Located adjacent to Adlabs Imagica and nestled between Sahyadri Hills, this five-star resort comprises 287 rooms, four F&B outlets & large banqueting space ideally suited for families, groups & weddings. Adlabs Imagica is an amusement park located near Khopoli on the Mumbai-Pune Expressway, near Mumbai. Novotel Imagica Khopoli’s Sunset Brunch features fun, fiesta and music along with a delicious menu beginning on the poolside at 5 pm and blending into dinner at the Square – the resort’s signature 24-hour dining restaurant. The menu presents a combination of international and Indian favourites with live counters including a Tapas and Tex-Mex Barbeque Bar. The gastronomic offerings at the brunch include sushi, tempuras, yakitori, canapés, thin crust pizzas and Bubur Cha Cha. At Rs. 2199 + taxes, the Sunset Brunch includes a freepouring bar inclusive of alcohol, dinner, aperitifs and games. The brunch has the provision of a special ‘Kiddi’ buffet, which has a host of child-friendly menu inclusions. Srinivas Srirangam, General Manager of Novotel Imagica Khopoli, said, “The Sunset Brunch at Novotel Imagica Khopoli allows people to carry forward elements of their exciting day as they unwind with delicious food and beverages, in an entertaining ambience with music and more; savouring memories of togetherness. It is one of the value added offerings from our new resort in keeping with our positioning of never ending fun.”


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Hotel Business Review

HOTREMAI Takes Associate Membership of Apex Industry Federations HOTREMAI (Hotel & Restaurant Equipment Manufacturers’ Association of India) has recently taken Associate Membership of the apex industry federations — FHRAI, HRNAI, PHD Chamber & ASSOCHAM. HOTREMAI endeavours to work in close co-ordination with these organisations and thereby increase its potential to serve the hospitality industry more actively, in furtherance of the welfare and progress of its members in particular and of the hospitality industry in general. HOTREMAI seeks to represent the problems being faced by the manufacturers and traders in the Indian hospitality industry due to the policies of the government, through these apex bodies, with the objective of their effective redressal. Here it deserves a mention that HOTREMAI is the coassociates of AAHAR —the renowned international food & hospitality fair, organised by ITPO(India Trade Promotion Organisation) every year, at Pragati Maidan, New Delhi. HOTREMAI, which was established in 1982, and was formally registered under the Societies Registration Act, 1860 in the year 1994, is a leading association of renowned hotel & restaurant equipment manufacturers, suppliers, service providers and consultant companies. It has a strong membership base of reputed companies who are catering to the Indian hospitality industry.

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The Imperial Introduces Allergyfree Ozone Treated Pillows in its Guest Rooms The Imperial New Delhi has disinfected and deodorised its guest room pillows and linen with Ozone Treatment — a cutting-edge technology towards providing microbe free linen to their guests. According to a press release, even in most luxurious hotels, only changing of pillowcases is done on a regular basis. The Imperial New Delhi has initiated a revolutionary technology which seems like a breath of fresh air to provide its guests with safety from crosscontamination and infection. In order to achieve high standards of hygiene of linen in the guest rooms of the hotel, a specially designed equipment based on ozonation technology for disinfection has been brought from Europe which disinfects with forced ventilation in an environment saturated with the oxidizing gas ozone. Here it deserves a mention that Ozone is a natural gas with a great disinfecting power that produces strong action on bacteria, virus, molds, fungus, and mites. Vijay Wanchoo Sr. Executive VP and GM at The Imperial Delhi expressed his views in this regard. “Moving towards providing a completely safe environment, an enjoyable stay, a sybaritic rest of the senses and an enhanced experience, The Imperial New Delhi has launched the Sanpill Ozone Treatment program to significantly reduce the impact of potential irritants; allowing guests to rest comfortably, sleep better and awake refreshed.” “Our hotel is treating the pillows, duvets and all linen articles by ozonation process, which is an effective way of disinfecting and deodorising them as they are generally loaded with various microorganisms because of prolonged use by guests. This hypoallergenic environment where the guest comfort is our primary concern will be a step further in creating an unmatched experience for global travellers staying with us,” he added further. The effectiveness of the Sanipill ozoniser as per the claims by the manufacturer of the equipment in bringing significant reduction in the total microbial load has been verified by the in-house microbiology lab of The Imperial New Delhi. Detailed microbiological studies were conducted for the untreated and treated pillows and linen. The results of subsequent experiments showed significant reduction of microorganisms post treatment of the pillows and linen with the Sanipill Ozoniser, supporting the strong disinfecting effect of ozone treatment.


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Ajit Bhawan Awarded at the North India Travel Awards Ajit Bhawan, a heritage hotel in the Blue City of Jodhpur, received the best Heritage Hotel Award at the ‘North India Travel Awards,’ which was held in Jaipur, on 8th December. According to a press release, the palace-hotel presents an imposing blend of luxury with an impressive heritage. The hospitality property exudes warm Rajput charm. Here it deserves a mention that India Travel Awards was set up with an aim to recognise and reward those behind the success of the Indian travel and tourism industry and is a part of four regional editions annually. These awards are supported by the Ministry of Tourism, Government of India, and by esteemed trade bodies like IATO, PATA, ADTOI to name a few. On winning this recent accolade, Ajay Upadhyay, General

Manager, Ajit Bhawan, said, “We are extremely pleased to have received the award. We are being recognised in the area of heritage hospitality. We endeavour to consistently curate intimate and unforgettable experiences for guests at Ajit Bhawan.”

GVK Lounge by TFS & Performa Wins Asia’s Leading Airport Lounge at World Travel Awards 2015 The GVK Lounge at Chhatrapati Shivaji International Airport’s (CSIA) Terminal T2, Mumbai, has been awarded Asia’s Leading Airport Lounge in the World Travel Awards 2015. The award ceremony took place in Hong Kong. GVK Lounge was built

and is being operated by TFS and Performa. The World Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all sectors of the tourism industry. The ‘GVK Lounge’ was inaugurated in November 2014. Spread across an area of 30,000 sq. ft. in two levels – Level 4 and 3, the GVK Lounge has a total capacity to accommodate 440 guests at any given point in time. Its impressive range of facilities includes F&B options and bar. World Travel Awards’s President Graham Cooke said, “It is an honour to present GVK Lounge at Chhatrapati Shivaji International Airport with the trophy for the Asia’s Leading Airport Lounge for the first time.” While speaking on winning the award, Gaurav Dewan, Chief Operating Officer, TFS said, “We are delighted at being awarded the trophy for Asia’s Leading Airport Lounge. This is very significant for us as it validates our commitment to offer our premium international guests a truly world-class lounge concept which is unsurpassed.” 18

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Hotel Business Review

Infusing Luxurious Comfort in Sleep Solutions BK Vijh, who is a veteran in the mattress industry, and has the credit of launching international mattress brands in India, has recently introduced Sleep Innovations mattresses in India. Sleep Innovations continually tests the quality and performance of every component & specification. It is the enduring dedication that has helped Sleep Innovations become perhaps the most recognised brand in the US, in the realm of sleep solutions. “With Sleep Innovations, we are here to provide luxurious sleep that awakens the mind and the body. We dream of refreshing sleep, ideal sleep that allows us to awake up with a smile. Sleep Innovations beds and mattresses are designed to help make that dream come true. Our

commercial range is tailored to suit the needs of the hospitality industry,” pointed out Vijh. There are presently two products under the ambit of Commercial Range of Sleep Innovations. They are Grand Voyager mattress, and Hallmark Comfort mattress. The former is a Bonnell Spring Mattress, available in varying thickness of 5”/6”/8/10”. Hallmark Comfort mattress is

Pocketed Spring Mattress, available in varying thickness of 6”/8/10”. “Overall, under the brand of Sleep Innovations, we have launched 18 models for the domestic market and 6 models for contract range,” asserted Vijh. United 7 Inc., the company of BK Vijh, which has brought Sleep Innovations in the Indian market, is presently having an impressive presence across India. It is presently operating in Delhi, UP, Gujarat, Haryana, Rajasthan, Bihar, Jharkhand, Uttaranchal, and Karnataka. The company will have operational presence in the rest of India by the end of this financial year. “Today we have 10 distributors and 75 dealers, and also have four exclusive showrooms across the country,” pointed out the enterprising entrepreneur candidly.

Announcing Luxury in Serene Kerala Backwaters Niraamaya Retreats has recently announced the launch of a luxury boutique property in the Kerala backwaters. The forthcoming property of Niraamaya Retreats, scheduled to open in the second quarter of 2016, is located on the banks of Lake Vembanad, in the Kottayam district of Kerala. Niraamaya Retreats Backwaters & Beyond will be the third retreat within the Niraamaya Group. It is located on the edge of the backwaters, commanding

arresting views of Lake Vembanad. The property will feature wellness as an important factor for guests. Niraamaya Retreats Backwaters & Beyond is set within 20 acres of lush tropical gardens. The forthcoming 20

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hospitality property houses 28 luxurious villas which afford views of the lake. The retreat also has two luxurious houseboats within its ambit. Their services are expected to offer glimpses of an authentic insight into local Keralite life. Niraamaya Retreats Backwaters & Beyond will feature an ‘Island Spa’. It would offer an extensive range of international therapies. The retreat also features an Ayurvedic Wellness Centre, which will offer authentic Ayurveda in luxurious environs, as well as a floating Yoga Pavilion at the edge of the waters. The property will have two restaurants and a library bar. According to a press release, Niraamaya Retreats Backwaters & Beyond will offer some of the finest regional as well as global cuisines in the Kerala backwaters. Both restaurants will

have access to a rooftop garden terrace providing views of the lake, while the bar will be connected to a private library. According to the same press release, other facilities of the forthcoming expression in classy hospitality will include a 25m large pool with a sunken bar and a large performance deck skirting the pool, a well-equipped fitness centre, conference room spread over 1000 sq. ft., an open air amphitheatre attached to a lawn area for a gathering of up to 200 guests, as well as performances and a special Dining Deck on the edge of the lake. What is more, the retreat is within easy reach of Kumarakom’s major tourist attractions – Kumarakom Bird Sanctuary, Kottayam City, Aymanam and Bay Island driftwood museum.


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Appoi ntment

Hotel Business Review

Guhaneshwaran V

Guhaneshwaran V has been appointed as the Assistant Executive Housekeeper at DoubleTree by Hilton Hotel Pune – Chinchwad. He has a work experience of above 10 years. He began his career with The Leela Palace Bengaluru. Along with the housekeeping operations, he was also taking care of up keep and maintaining the interiors related assignment of The Leela Palace Bengaluru. He also had tenures with Oakwood Premier Bangalore and Fortune JP Palace, Mysore. He has been associated with DoubleTree by Hilton Hotel Pune – Chinchwad since May 2015.

Nikita Gonsalves

JW Marriott Mumbai Sahar has appointed Nikita Gonsalves as the Director of Sales. She has nine years of experience in the hospitality industry. Prior to joining the JW Marriott Mumbai Sahar, Nikita was the Director of Sales at the Hilton Shillim Estate Retreat & Spa. Nikita holds an MBA in Marketing. Her vast portfolio includes working with prestigious brands like the Marriott, Taj and Hilton. Nikita has indepth knowledge of hospitality sales and is adept at planning and identifying new business avenues, industries and segments.

Sunil Gupta

Sunil Gupta has been appointed as the Chief Executive Officer of WelcomHeritage with effect from December 2015. He brings along an experience of 30 years in the hospitality industry and is associated with ITC Hotels since 1995. He has served at various positions with ITC Hotels during the span of 20 years.

Prior to joining as the Chief Executive Officer of WelcomHeritage, he was the General Manager at ITC Rajputana, Jaipur for the last seven years.

Rashi Honrao Gakkan Rashi Honrao Gakkan has been appointed as the Learning & Development Manager at Four Points by Sheraton Navi Mumbai, Vashi. With around six years of experience in the hospitality industry, Rashi has worked with renowned hospitality brands like the Marriott, Accor, Hilton and Starwood. She has been part of two pre-opening teams, namely The Westin Mumbai Garden City and the Sofitel Mumbai BKC. She has a Masters in Organisational Psychology. During her career, she has led some very successful quality assurance training audits, and she is a guest lecturer and external examiner for hospitality colleges.

Parmeet Singh Nayar Shangri-La’s - Eros Hotel, New Delhi has recently appointed Parmeet Singh Nayar as its new General Manager. With a broad spectrum of hospitality experience of over two decades, Parmeet Singh Nayar has played a crucial role in operations, renovations, re-positioning, and has assisted in brand augmentation and expansion for many prestigious hotels. Prior to joining Shangri-La’s - Eros Hotel, New Delhi he held the position of General Manager with the Hilton Worldwide and Carlson Rezidor Hotel Group. During his illustrious tenure, he has had the distinction of working with several renowned hospitality brands. In his new capacity, Nayar will be responsible for the entire hotel operations at Shangri-La’s - Eros Hotel, New Delhi and lead the hotel.

Accolades for JW Marriott Mumbai Sahar JW Marriott Mumbai Sahar has bagged several prestigious accolades this year. The hotel which was launched earlier this year has recently won ‘Favorite New Business Hotel in India’ at Condè Nast Readers Travel Awards 2015 , ‘Best Luxury Hotel’ at West India Travel Awards 2015, ‘Best Newly Hotel opened in India’ at Hospitality India Awards 2015, and ‘The Promising new property of the year’ at EXN Experiential Venues Awards 2015. Commenting on these commendable achievements, Saeid

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Heidari, General Manager at JW Marriott Mumbai Sahar said, “It is great that in such a short span of time, the team is able to achieve great results by winning these prestigious awards, which reflect on how promising the property is. I am happy that we have been able to live up to our brand promise of providing flawless and authentic hospitality services. JW Marriott Mumbai Sahar has reached yet another milestone in its nascent stage of operations.”


Nov-Dec ’15

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Rep or t

Hotel Business Review

A Responsible Tourism Summit

R

esponsible tourism is the need of the hour when the environmental problems are compromising on the future of our planet. In this regard, the recently held Outlook Responsible Tourism Summit was a praiseworthy endeavour. Delivering a powerful keynote at the Outlook Responsible Tourism Summit, Harold Goodwin, Professor of Responsible Tourism, Manchester Metropolitan University, and Director, International Centre for Responsible Tourism, spoke to a rapt audience that included responsible tourism practitioners from around the country, the academia, top-ranking bureaucrats, corporates, representatives from tourism boards and the travel & tourism

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industry. “India needs to start its own responsible tourism awards. A lot is happening in responsible tourism in India,” said Goodwin. Vinod Zutshi, Secretary, Tourism, GOI, also said that he “welcomed the initiative to start responsible tourism awards.” The day-long summit, held at the ITC Maurya, created a platform for different stakeholders of responsible tourism to network, liaise, share best practices, and discuss the way forward to develop a cohesive RT blueprint for India. A host of eminent speakers at the event included Ashwani Lohani, CMD, Air India Ltd., Nakul Anand, Executive Director, ITC, Jose Dominic, MD &

CEO, CGH Earth, Jeremy Smith, CEO & Co-founder, Travindy, Pranab Sarkar, Honorary Secretary, IATO, and Shama Pawar from Kishkinda Trust, who took the stage. Jose Dominic shared the experience of building an eco-friendly island resort, in Lakshadweep’s Bangaram Island. He also spoke of creating the highly successful Spice Village in Kerala’s Thekkady. Anand, who has been instrumental in catalysing the responsible tourism initiatives of ITC Hotels, spoke about changing attitudes amongst travellers. “Patrons want luxury brands to reflect their awareness, and concern for sustainability. Luxury is changing from conspicuous consumption to conscientious consumption,” he said. Underlining the collaborative efforts which the Responsible Tourism Summit hopes to catalyse, Sarkar emphasised on responsible tourism as a collective responsibility. “Everyone has a responsibility to be responsible. The centre and state governments, locals, service providers, and tourists have to come together,” he asserted. The Responsible Tourism Summit is the brainchild of Outlook Traveller, a popular travel magazine from India, and was presented by Kerala Tourism this year. The RT Summit 2015 was ably supported by state partners including Chattisgarh Tourism, UP Tourism, Incredible India, Gujarat Tourism and Uttarakhand Tourism.


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Hotel Business Review

Cover Story

Hospitality Getting More Health Conscious Health and wellness are now much more than trends. They are fast emerging as lifestyle options. No wonder, the Indian hospitality industry is also embracing health and wellness in a comprehensive manner to attract its discerning, health conscious guests. India’s hotel industry players are making the right endeavours with the objective to ensure that their guests’ healthy routines don’t get disrupted when they are travelling. Today, high-end hotels in India have gyms with the latest paraphernalia, which can meet the demands of health conscious individuals. They also have well-equipped spas to satisfy the needs of the health conscious travellers for feeling rejuvenated and invigorated. Many hotels in the country are also offering nourishing and well balanced dishes for those who are mindful of their diet. Ashok Malkani finds that the Indian hospitality industry is geared to cater to a gamut of needs of the health conscious travellers, which of course include a clean and hygienic environment or rather in-vironment. 28

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Cover Story

Hotel Business Review

T

he health and wellness travel segment is growing at a rapid pace, creating a market for the hospitality industry that caters to health-conscious guests. This travel segment is growing at a much faster rate than the overall tourism. Its travellers are middle aged, affluent, well educated and are spending more. Wellness tourism is expected to grow to a more than 675 billion USD market worldwide, by 2017. Healthy hotels have a focus on wellness and sustainability. Nowadays, more travellers are requesting healthier grab-and-go food options, access to gyms and fitness classes, and spas. More travellers are more interested to stay at healthy hospitality properties than before.

Healthy Eating “Trans fats and industrial sweeteners were discovered to be major sources of obesity in the US, in a recent study. So the use of margarine has been totally eliminated from all our products. We have also introduced unpolished lentils and rice as part of the daily buffet and menu too, which have been rather well received by our guests,” proffered Sahdev Mehta, General Manager of DoubleTree by Hilton Hotel Pune – Chinchwad.   “We have designed menus which cater to people with different dietary requirements. Light and healthy food has been a part of all the available menus

across the food and beverage outlets in the hotel. Light and healthy salads, steamed main courses, desserts with no added sugar are a few examples of the F&B options, which are available in our hotel,” declared Jai Kishan, GM of Novotel Kolkata Hotel & Residences. “We are committed towards our guests as well as the nature. We have a choice of organic food in our menus which is locally sourced. Organic food are very healthy, and can help lose additional weight and stay fit. Eating healthy is a key element towards keeping fit. It is also advisable to eat smaller portions, but eat more often through the day. Our menus are designed to suit

modern day lifestyle with a wide choice, keeping the health factor in mind. We use the best of olive oil from Italy, which is a better alternative to other fattening agents or animal fats,” elaborated Patrick Lefranc, Executive Assistant Manager, F&B, Shangri-La Hotel, Bengaluru. “On all our menus, we have options of ‘fit and healthy food’ for our guests. Our spa therapists are also in a position to recommend nutritious food, tailor-made to a guest’s need,” stated Anupam Gulati, Executve Chef at Goa Marriott Resort & Spa. Gulati rightly believes that “Oil, fat and flour are not necessarily harmful, but the amounts in which they are used are what determine if they become harmful or not. Careful use of these, keeping a guest’s specific requirements in mind, is very important.” “We do have healthy options available across all our buffets as well as menus. One can choose from the listed and laid options. However, there is always a Chef available in the restaurant to cater to your personalised and dietetic needs. Options like steamed vegetables, clear soups and poached chicken fish, etc. are available on the menu as well as on the buffet. Practices like use of healthy oils and cooking steamed rice using drainage methods, and baking and roasting instead of frying, are used as far as possible. Use of healthy flours like multigrain as well as whole wheat is also encouraged at our hotel,” Gulati

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Cover Story

Hotel Business Review

Jai Kishan

Shul Ambwani

Anupam Gulati

informed further. “To ensure that we meet the guests’ demands for healthy food, we check the supplies we get for quality and ensure they are free from any adulteration. We also avoid excess and unnecessary use of fats. Healthy and keep fit preparations are part of our menu,” stated Chef Miihir Kane of Courtyard by Marriott Pune City Centre. “As trend is to feel healthy, it is necessary to consume and intake a balanced diet. We try to incorporate more live cooking as it helps guests to make a healthy selection. At our hotel, more emphasis is given on stir fried and steamed food. Moreover, use of multigrain and whole wheat flour increases healthy selection in our bakery and bread section. We also have special Health Balance / Gluten Free menus in our rooms and restaurants,” affirmed PN Chandrasekhar, Materials Manager of Hyatt Pune. “Basic baking recipes are modified with use of healthy ingredients. Like multigrain croissants instead of refined flour croissants.. Demand for gluten free desserts and cake has risen which is why we have incorporated flour less pastry, Pavlova etc in our menus,” Chandrasekhar added. “Apart from guests being health conscious, some of them are also allergic to some food items or ingredients like gluten, lactose, eggs, tree nuts, pea nuts, soya and onions. We request all our guests to inform us about any allergies and utmost importance is given to ensure that such requests are being well attended to,” averred Sumit Kant, VP & General Manager, Four Points by Sheraton, Vashi. Some of the F&B operational facets, which are looked

into at Four Points by Sheraton, Vashi, according to Kant, are the usage of oil, the usage of fat, and the usage of flour. “There has been a shift from refined oil to olive oil and then to usage of water or vegetable broth for cooking. Non stick skillet pans are used for this purpose. In cold preparations like salads and their dressings, salad oil is avoided and yogurt based dressing, fruit puree or fruit juice reductions are used,” Kant elaborated further. “We use healthy flours like whole wheat, multigrain extensively. As per guest requirements, breads are also prepared with different flours like barley, chickpea, gram flour,” he pointed out.

general concept seems to be in favour of avoiding these ingredients. “Artificial colours and preservatives in cooking is not only unhealthy, they also often offend F&B sensibilities,” asserted Mehta. “Usage of harmful colours is banned in our hotel. Usage of food grade colours, in limited quantities, is allowed only for our confectionary products. However, we encourage the usage of natural colours in our food, viz, the usage of saffron to impart a golden colour to the sweets, and biryanis,” said Jai Kishan. “The usage of chemically processed preservatives is not encouraged at our hotel. Pickling is one of the most common practices followed in our kitchen, that too in a limited form,”Jai Kishan added further. Sumit Kant too declared that there was no usage of preservatives or artificial colours in their kitchen. “We strictly do not use artificial preservatives or colourings in our food. We prefer to substitute them with natural purees and compotes. We try to make our recipes healthy and fit,” pointed out PN Chandrasekhar. Chef Mihir too denied the usage of artificial colours or preservatives in Courtyard by Marriott Pune City Centre. “Artificial preservatives are completely banned for use by Marriott and we do not use these, including MSG, in any of our food. As per the policies of the hotel we do not use any kind of artificial colour or preservative in food; we only use natural colours and additives in the food,” stated Gulati. “At Shangri-La Hotel, Bengaluru, we do not endorse the use of artificial colours or preservatives. We believe in staying as natural as possible

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Colours and Preservatives Food additives are another major concern for guests who are health conscious. Individuals and consumer advocacy groups are often warning about certain food additives, saying they are unsafe and should be avoided. On the flipside, the food manufacturing industry and regulators say there are good reasons to use food additives; to prevent food poisoning. However, the

Dr. Arjita Kumari


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Cover Story

Hotel Business Review

Shilpa Kampani

and prefer the use of natural food with fresh ingredients and with no artificial elements,” asserted Lefranc.

Sweetness without Sugar? But no matter how careful you are, the general tendency of the diners is to splurge on desserts. But sugar is a big ‘no, no’ for the health conscious. Sugar is now thought to be one of the leading reasons behind cancer, obesity and diabetes. The white stuff (or brown stuff in the form of syrups and natural sugars like palm sugar) may seem harmless due to spiffy marketing, but they are not, say nutritionists. “We have a De-light menu featuring desserts which are low in the calorie count, comprising strawberry and lemon pana cotta, which is around 133 calories,” stated Manoj Chauhan, Wellness Manager at Sofitel Mumbai BKC. “The world loves sweets, especially the exotic variety, and chocolates. However, too much sugar contributes to a lot of health problems. Keeping this in mind, we provide a sugar free option in our dessert menus. Furthermore, we use natural sweeteners like fruit purees which are healthier than sugar,” added Lefranc. “Excess of anything is bad. Even if you start taking lot of olive oil, which is intended to be good, eventually it will not be good for your health. So whatever you take has to be in measured quantities or has to be advised as per your physician. We do have desserts which are sweet, though over the years they are now made with less sugar. This goes well with guests, who are now demanding desserts to be with less sugar content. We also have sugar free options

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Rana Chetia

available in our a’la carte menus as well as in buffet,” averred Gulati. “We have a selection of sugar free desserts that are made using natural sweeteners like jaggery and honey. This ensures that one is not loading on ‘empty calories.’ We also have low fat ice cream, low fat cheesecakes and kheer made from skimmed milk. As a rule, if one is trying to stay fit and healthy, one should steer clear of desserts on most days, and then on an off day, indulge in our healthy desserts,” Gulati added further. “On our buffets we have sugar free desserts and desserts with no added sugar,” disclosed Miihir Kane. “Our dietary requirements advise that we should consume a certain quantity of sugar to perform daily metabolic activities. However people who are health conscious prefer sugar free desserts. So to cater to that particular segment sugar free desserts are considered mandatory in all our buffets and ala-carte menus,” explained Shul Ambwani, Spa Manager at Hyatt Pune. “We have desserts which are sugar free and they are not only the part of

Chef Miihir Kane

Anna Fernandes the printed menu but they are also on buffet. Moreover any such requests are well catered to. Our Chefs also make desserts using jaggery,” declared Kant. “At DoubleTree by Hilton Hotel Pune – Chinchwad, we avoid industrial sweeteners by using fruit purees, glazes and sauces of reputed brands,” stated Mehta. “Usage of natural sugars, like usage of fresh fruit purees to sweeten the desserts is a very common sight at Novotel Kolkata Hotel & Residences. We also try and keep a few artificially sweetened desserts on the buffet and in our various menus,” averred Jai Kishan.

Hygiene through Housekeeping Health envelops multifarious aspects. While exercise and food play an important role, the environs occupy an equally important place. Hygiene and cleanliness are extremely crucial in the hospitality industry. Places such as hotels, bars and restaurants are constantly under public scrutiny. Cleanliness, either that of the guest rooms or the surroundings of the hotel, may not be an interesting topic among the common people in their day to day discussion, but most of the guests who stay in any form of accommodation are definitely concerned about cleanliness. The role of cleanliness and hygiene in hospitality properties has assumed even more importance in the Indian hospitality industry, during these health conscious times. Mehta outlined the cleaning process at DoubleTree by Hilton Hotel Pune – Chinchwad. “At Double Tree by Hilton Hotel Pune-Chinchwad, the housekeeping team makes sure that every area of the room gets cleaned thoroughly.


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Cover Story

Hotel Business Review

Sahdev Mehta

Sumit Kant

PN Chandrasekhar

Cleaning is done with the help of international eco- friendly materials and cleaning agents. Furthermore, we use different types of micro fiber dusters for different areas, like blue colour dusters to clean the glasses and mirror, yellow colour dusters to clean the drinking glasses, red for furniture dusting, etc.,” explained Mehta. “We always use disinfectant to sanitise the area before we start the cleaning process. This regimen is rigidly observed in our cleaning processes. The ear piece and the hand set of our room telephones are also disinfected during every cleaning. Rooms with carpets are vacuumed and rooms with wooden/marble floors are mopped with a disinfectant. Every trash can in our bathroom is fitted with a lid. Hence it stops germs from spreading. The garbage covers are replaced during every cleaning. All bed and bath linen

are changed post each check out. We also have a rigorous spring cleaning and maintenance schedule for every room every month,” Mehta further elaborated. “At Four Points by Sheraton, Vashi, we follow a system where the room is inspected thoroughly for dusts, moulds growth, insect infestation, etc. The unhealthy hot spots are inspected too. We also ensure that the AC vents are cleaned regularly. The maintenance equipments are maintained and serviced regularly. In case of any smoke smell ozoniser is used, we have a system where de-feathering is done for the guests who are allergic,” pointed out Kant. “For keeping our rooms clean, we use world class biodegradable multipurpose cleaning agents which also act as disinfectants. Whenever we prepare rooms we make sure that the critical touch points like faucets, remote controls, door handles, light switches, bedspreads,

bed sheets, coffee makers, cutleries and crockeries, bathroom wash basin counters, sinks, showers, bathtubs, toilets, floors, walls and carpets are cleaned and disinfected. Personal hygiene of the team members and use of different dusters and equipment for different areas are also important part of our room cleaning process,” Rana Chetia, Housekeeping Manager, Hyatt Pune affirmed. “As always, we are committed to the comfort and well-being of our guests and continuously review our processes and conduct training programs,” he added. “It is very important to have a completely clean room from guests’ and hygiene point of view. To maintain the cleanliness standard in the room, we clean the room with Ecolab Chemical which is certified by Marriott International. We follow spring cleaning schedules as per the standard which helps in maintaining the rooms,’ iterated Shilpa Kampani, Executive Housekeeper, Goa Marriott Resort & Spa. “At Shangri-La Bengaluru, the housekeeping team goes through periodic and thorough cleaning of the rooms. The process of daily cleaning of the rooms with a checklist is also carried out to ensure zero defect in the process,” declared Lefranc. “It is very important that high standards of hygiene are maintained across the spa treatment rooms and hence, the spa treatment rooms at JW Marriott Pune are cleaned thoroughly with branded chemicals which are ecofriendly and are multipurpose, having properties of disinfectant,” articulated Anna Fernandes, Director, Quan Spa. JW Marriott Pune. “We use advanced equipment and cleaning agents while maintaining the global standards. We use branded linen

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Cover Story

Hotel Business Review

Patrick Lefranc

Manoj Chauhan

which is 400 TC and micro fiber dusters in cleaning, which are used for breakable items,” disclosed Chauhan. “Our housekeeping team is keen to purchase organic pesticides and ecofriendly products. Health, we believe, is a state of mind and we create a perfect blend of healthy hospitality with our customised diet plan, nutrient rich ingredients, soft earthen tones of colours, room design, etc. Even our toiletries and linen are all inspired by the

best in nature,” aired Mehta. “To safeguard the health of our guests and team members, apart from the regular healthy and hygienic practices, we have a regular pest control program conducted by highly trained team members to deal with all pest related issues. Also, all our team members go through periodic medical check-ups. Guest room linens with stains are always treated separately. If any team member falls sick, the in-house doctor makes

sure that he or she reports back on shift only after complete recovery,” elaborated Chetia. “We have a first aid team in our hotel to deal with any kind of medical emergency. We also have doctor on call services to deal with medical complication and health issues of the guests,” informed Dr. Arjita Kumari, Spa Manager at Alila Diwa Goa. Shilpa said that Goa Marriott Resort & Spa takes measures like regular pest control treatments in the rooms and spring cleaning of the rooms.”We also undertake tumble drying of the bed fillers on regular basis as per standard, mattress turning on timely basis, room upholstery shampooing as per standard, and the usage of neutral odour air freshener in the rooms,” she informed. It seems that the Indian hospitality industry, at least the high-end spectrum of it, is fully geared or at least is getting geared up to cater to the comprehensive needs of the new-age health and hygiene conscious inbound and domestic travellers. n

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Nov-Dec ’15

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Business

Hotel Business Review

Facilitating Quality Control in Hospitality Hospitality industry needs innumerable supplies. And their demand is a continuous one. This has encouraged several small and large entrepreneurs to venture into the field of supplying their products and services to the hospitality industry. However, the prime need for supplying in the hospitality industry, particularly to the high-end hotels and resorts, is that the supplies must be of excellent quality. In the last issue, we talked about the requirements of cutlery and a few other items and how the Indian hospitality industry ensured their quality. Delving on other hotel supplies, Ashok Malkani finds that minute observations are made to ensure the quality of products like toiletries, linen and even the raw food and ingredients for the F&B outlets, across hotels.

T

he hospitality industry is serviceoriented. When the guests or customers are happy and satisfied with the quality of products and services in a hospitality property, there is a possibility they will come back again and also tell their friends and family members of their experience. The first impression is a lasting impression in several facets of life, and this is more true for the hospitality industry. And one of the prime requirements for creating a lasting impression in the hospitality industry is by maintaining hospitality properties clean and hygienic. One can say that essence of hospitality is not only good service but also good hygiene. Hotels thus should not only be keen to keep their properties clean but 36

Nov-Dec ’15

also should ensure that all the tangible products in their properties are of superior quality. Thus if you want to be a vendor/supplier to the hospitality sector you have to adhere to the industry’s strict quality control measures. This applies to stuff ranging from food to toiletries to linen and bathroom and room accessories. Here it deserves a mention that hotels adopt different measures for ensuring quality of different products.

Food Hygiene As far as food is concerned, it is important for the hospitality properties to ensure that they remain absolutely clean and hygienic. All food must be within its sell by date and stored

correctly, so as not to breed bacteria. If you do not stay hygienic in the kitchen, it can cause possible illness. Observing food hygiene is very important because hygienic food can make you healthy and can keep diseases at bay. So how do the hotels ensure that the food supplies in their outlets are hygienic? Patrick Lefranc, Executive Assistant Manager, F&B, Shangri-La Hotel, Bengaluru, declared, “At Shangri-La, we have the Shangri-La Food and Safety Management System (SFSMS), implementation and maintenance of which ensures that the management of food safety becomes part of everyday life; giving everyone in the business confidence that the products are


Business consistently safe.” “Our Health and Hygiene Manager ensures good quality of food by visiting the producer and carefully selecting the raw food. Besides this, our SFSMS strategies to prevent cross- contamination help maintain quality once the produce is in-house. All kitchen equipments and all food contact surfaces are cleaned and sanitised after every use. We do not allow raw or contaminated food to touch cooked or ready-to-eat (RTE) food. Food and non-food items are properly segregated and the general cleanliness of the area is maintained at all times,” he observed further. “While selecting a vendor, the most important operative word is consistency. Clear specifications for each product in terms of packaging, originating country, date of use, hygienic transport and storage standards and, of course, actual quality of the edible products, are necessary. We ensure there are clear SOPS to set minimum standards. This becomes the base for a healthy relationship between the hotel and the vendor. Once that is in place, the daily task of standard verification can easily be implemented,” explained Sahdev Mehta, General Manager of DoubleTree by Hilton Hotel PuneChinchwad. “Suppliers are carefully selected by means of blind tasting of samples of various food items given by different suppliers. When one is not aware of which supplier the sample has come from, one is more in a position to make an unbiased opinion regarding the quality of the samples. Suppliers also have to pass through strict audits conducted by us for their processing and storage centres, which also happen in a random and surprise manner,” pointed out Rahul Korgaokar, Director of Food & Beverage, Goa Marriott Resort & Spa. “We have purchase specification for all the food items and there is a very stringent receiving policy. We ensure that the shelf life of the product supplied is as per our specifications, the appearance is good, they are not damaged and the packing is intact. The temperatures for all meat, fish, poultry, milk, dairy products, etc. are being taken at the time of receiving and the temperatures have to be as per the set guidelines, or else they are not accepted and returned back,” affirmed Sumit Kant, VP & General Manager, Four Points by Sheraton Navi Mumbai, Vashi. “Our food suppliers have to follow pre-requisite hygiene & quality standards. Product Specification Sheets (PSS) are shared with regards to product details so that our expectations of products are understood. Whenever receiving a batch of supplies they are checked and if there are any deviations from PSS, the same are rejected. Also the delivery van is checked if it is covered and is odour & dust free. Furthermore, random vendor audits take place to ensure the vendor maintains required hygiene standards,” stated Chef Mihir Kane at Courtyard by Marriott Pune C​ity Centre. “As far as our F&B department is concerned, we ensure that the quality of outsourced raw food material and ingredients are of par excellence. We also check the

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Business

Hotel Business Review

Rakesh Barot

quality of packaging material, stationary items, bar items such as straws, stirrer sticks and flavoured syrups. We make sure we work with well-known and trusted vendors, who have been in this industry for a while and who have the reputation of delivering the best quality available in the market,” Mehta iterated. “Our kitchen team needs supplies that range from the obvious like fresh vegetables, meats, groceries, etc. to things such as acrylic /glass buffet ware, table enhancements, wooden props, linen / jute bags… the list in fact, seems endless. We check the quality of each item randomly. Often it helps if you have a good oneon-one relationship with the vendor as it helps you to get things fresher, faster and better,” disclosed Mehta further.

Selection of Toiletries Besides ensuring or at least facilitating hygienic food, there is also the case of sanitation. The selection of hygiene and beauty products on offer in the bathroom of hotel rooms can influence its repeat visitors. Several hotels adopt the most research-intensive approach to choosing amenities. For several large hotel

chains, the toiletry selection represents a multimillion dollar investment. “We have stringent specifications for toiletry supplies. For example, for suites i.e. Shangri-La Suite and Governor Suite, we use Aqua Di Parma range of toiletries. The standard rooms have Ming Fai Crispy Mint range of toiletries,” claimed Kiran Kumar, Housekeeping Head of Shangri-La Hotel, Bengaluru. “All our toiletries are aromatherapy products with lemon grass essence, which is the Marriott brand standard,” pointed out Shilpa Kampani, Executive Housekeeper, Goa Marriott Resort & Spa. “Our hotel uses Branded Peta certified toiletries from Kimirica. These quality toiletries give a pleasant and relaxing experience to our guests. The toiletries used at our hotel are shampoo, shower gel, conditioner and body lotion,” averred Rakesh Barot, the Housekeeping Manager at Courtyard by Marriott Pune Chakan. “Other bathroom supplies that are given to the guests at our hotel are dental kit, shaving kit, bath salt, loofha, vanity kit, comb and shower cap,” he stated. “For Hyatt Pune, all the toiletries are designed, manufactured and packed with organically grown and preservative free materials. We ensure that they are 100 percent vegetarian, environmentallyfriendly, bio-degradable and are made as per EEC and FDA standards,” declared Rana Chetia – Housekeeping Manager, Hyatt Pune. “The mandatory toiletries which are placed in our rooms are face bar, bath bar, shower gel, shampoo, conditioner and body lotion amongst a host of other amenities. These products have the relaxing fragrance of the blend of honey, lemon or coriander. We place Crabtree and Evelyn brand of toiletries in our rooms,” disclosed Mehta. “Our toiletries are as per the brand standards of Four Points by Sheraton. The selection of suppliers is done following the brand specification by the brand team for all our hotels throughout the world,” aired Kant.

Sumit Kant

walks into a hotel room for the first time his/her eyes go straight to the bed. Does it look inviting? Will he/she sleep in complete comfort? Are the sheets crisp and white and made from high quality cotton? These questions of guests must be satisfactorily addressed. The bathroom gets the same treatment. Guests look for the towels. If they are thick, luxurious and impeccably presented, they pass the test of the highend guests. The bed linen and other commodities are thus purchased by the hotels after due inspection for quality. When the guest/s vacates or vacate the hotel room, linen and towels should be invariably changed. “Our bed linen comes from Frette, in Italy. Our bed linen for Shangri-la suite are 600 thread count and the rest of linen used in the hotel for other rooms are 300 thread count. Our bath linen comes from Hang Hing Weaving Factory in Hong Kong,” informed Lefranc. “Our mattresses come from Simmons, which is the world’s finest bedding brand,” he stated further, while asserting,“ Thorough quality checks are done on a daily basis through our extensive check list, for maintaining the guest rooms.”

Linen and Other Housekeeping Products

Kiran Kumar

38

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Toiletries though hugely important, form only a small segment of hotel hygiene. The bed linen and the rooms have also to be kept in a spic and span condition. It must be remembered that when a guest

Patrick Lefranc


Business

Chef Miihir Kane

“We, at DoubleTree by Hilton Hotel Pune-Chinchwad have invested in very high quality linen. The lowest thread count we use is 400 and it goes up. All pillows are of down feather and we place a pillow menu from which the guest can choose, depending on his/ her preference. It goes with our mission of understated and responsible luxury,” noted Mehta. “Random checks are done by the Executive Housekeeper and Deputy Housekeeper for quality, quantity and packaging, so that right supplies and linen are provided to guests to ensure standards for bathroom toiletries, guestroom supplies and bed linen are maintained and are consistent across all Courtyard Marriott hotels,” declared Barot. “As Courtyard brand has certain specification for bedding, 50:50 cotton polyester sheets and pillow covers are used. Cotton polyester pillow protector, cotton mattress protector,2 feather pillow and 2 poly fill pillows are used on Marriott specified mattress for the bed. The linen is wash tested and checked for specification prior to procurement and is, most of the times, done from Marriott approved vendor for better

Rahul Korgaokar

pricing and assured quality,” he pointed out further. Chetia averred that at Hyatt Pune due care was taken to ensure that linen was of superior quality. “Our guidelines demand that bed linens should be made from the finest yarns with top quality finish, for a luxurious appearance and feel. The bed linens should be from 280 to 300 thread counts,” Chetia observed. “At our hotel, the towels should be highly absorbent and of finest cotton twisted yarns. The wide range of towels from small white cotton face towels to large bath towels should be with 2/20’s combed cotton, ranging from 550gsm to 650gsm,” he noted further. “Apart from the regular amenities like towels and toiletries, in order to ensure a pleasant stay, we provide carefully selected supplies, as well as the latest facilities to ensure relaxation. These supplies range from regular day to day use items like dental kit, shaving kit etc. to tea /coffee making facilities. The supplies also include on request items like baby bed, different types of pillows, DVD player, etc.,” Chetia expressed. “All our linen have specific thread count and they are of a particular weight as per the brand specifications. The idea is that a guest staying in Four Points by Sheraton throughout the world should have similar experience with the linen used,” explained Kant. “I may add that the hotel uses many items including uniform, engineering and security items, gym, pool & spa related products, etc. Many engineering items have to be bought as per the specifications given by the related companies who have supplied the material,” stated Kant. “The stationeries and collaterals used have again the brand specifications with regards to the quality of the paper. I would like to stress that we have purchase specifications for all these items,” Kant elaborated. One can sum up that for vendors who are keen to supply to five-star and four-star hospitality properties in the country, there is huge opportunity, but this opportunity is dotted with several challenges. Besides supplying great quality at affordable prices as compared to its competitors, the vendors need to adhere to the exacting product specifications of the hoteliers. n

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Feature

Hotel Business Review

For Enhancing Tourism Revenues By Swarnendu Biswas

A

ccording to the Ministry of Tourism, Government of India, during 2014, the number of domestic tourist visits to the states/ UTs of India was 1282 million as compared to 1145 million in 2013 and 1045 million in 2012. During 2014, the number of domestic tourist visits within India registered a growth of 11.93 percent over domestic tourist visits in India in 2013, whereas in 2013 the domestic tourist visits in India registered a growth of 9.59 percent over that of its 2012 figures. We can say that domestic tourism in India is increasing over the years. However, given our awesome historical legacies, rich heritage of religious tourism, and a plethora of tourist attractions with spellbinding natural beauty, the present level of domestic tourism in India is nowhere near its potential. What is more, the domestic tourism in India is highly lopsided. The contribution of 10 states in the country was about 83.28 percent of the total number of domestic tourist visits in India during 2014. This scenario needs to be more balanced. The inbound tourism figures of India also don’t deserve much enthusiasm.   About 22.57 million inbound tourists arrived in India during 2014, compared to 19.95 million in 2013. According 40

Nov-Dec ’15

to the statistics of UNWTO (United Nations World Tourism Organisation), during 2014 India didn’t feature anywhere near the top 10 countries in terms of international tourist arrivals.

Marketing Offbeat India These domestic and inbound tourism figures could be substantially improved if our Union and the state governments and our tourism and hospitality industry make concerted efforts to promote our many offbeat tourist destinations, which don’t get their due recognition and patronage from the mainstream domestic and inbound tourists, travelling within and to India, respectively. Moreover, if the travels of many of our habitual or potential outbound leisure travellers can be directed into domestic destinations, they can significantly increase the revenues of our tourism and hospitality industry. As the outbound leisure travellers from India are likely to be have more than decent disposable incomes, they are likely to spend healthy amounts on India’s tourism and hospitality industry, if their travel options are directed towards domestic destinations, more frequently than before. In fact, the revival of Indian hospitality industry can be quickened through conversions of many of our potential

outbound leisure tourists into domestic leisure tourists, even if for a year or two, and in this regard the miserable dollar rupee ratio can facilitate the process. One of the intelligent ways to achieve this objective is to again promote and popularise the offbeat and lesser known tourist destinations of India. This is especially true in today’s context where more and more tourists are becoming adventurous and are showing keenness to explore the relatively unexplored, rather than opting for the same run-of-the-mill destinations again and again. Besides the relatively unexplored north-east region, some fascinating lesser known tourist locales of India include Ganapatipule, an idyllic village by the sea on the Konkan coast, located 375 km from Mumbai, where religious resonance matches nature’s breathtaking beauty; Digha, a scenic sea resort located 187 km away from Kolkata, where the Bay of Bengal can be marveled at one of its turbulent best forms; Khajjiar, located just 23 km from Dalhousie by road where the greenery and serenity can parallel that of Switzerland, Majuli, the largest fresh water mid-river deltaic island in the world, located on the Brahamputra river, which not only can give the tourists glimpses into its great bio-diversity but also affords insights into the neo-


Feature

Hotel Business Review

Vaishnavite tradition of Assam. These are of course few among the many fascinating lesser known tourist locales of India. One can explore nature with spirituality at Ganapatipule, one can visit monasteries in Tawang in Arunachal Pradesh, one can enjoy adventure sports at Spiti, in Himachal Pradesh, one can savour an ethereal sunrise at Ponmudi in Kerala, one can seep in the wild beauty of Sunderbans in West Bengal… there are huge numbers of offbeat and yet relatively uncrowded tourist options in India, waiting to be explored in a more vigorous manner. These destinations should be creatively marketed, and these marketing endeavours should be supplemented with more high-end hotels and resorts with state-of-the-art banqueting and MICE facilities, better roads and transportation facilities, and sprucing of other facets of hospitality infrastructure, in many of these offbeat locales of India. For example, Majuli island is accessible to the world outside it only through motorized ferry service from Jorhat. This can be changed by introducing helicopter service to Majuli for high-end tourists,

who can get an aerial view of the mighty Brahamputra..

Kindling the Spirit of Adventure Boosting of adventure tourism in our country can encourage many of our intrepid outbound tourists to explore and satiate their adventurous spirits within the country itself, much more affordably than they did in the foreign locales. India has many fascinating destinations of natural spelndour, where adventure tourism infrastructure can be developed. But the

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potential for adventure tourism is far from getting fully exploited in India. The hospitality industry should not only rely on government for giving an impetus to adventure tourism. For example, we need more tree top resorts than we have now, for there is growing demand for adventure in the tourism industry in India. The hospitality industry should explore this demand. The diversity in adventure tourism properties is also needed. What about having futuristic adventure tourism

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Nov-Dec ’15

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Feature

Hotel Business Review

options like ice hotels or underwater lodge, which have been realties in the west? Furthermore, more and more hotels located close to deserts, sea and mountains should also be more proactive in organising creative adventure tourism activities in and around their precincts (like scuba diving, desert safari, jungle safari, etc.) which can encourage much more tourism and hospitality revenues than we are getting now.

For the Ladies Improvement of our overall tourism infrastructure and ensuring perfect safety for female tourists are very much needed towards making India a world class tourist destination, which can in turn attract greater tourism and hospitality revenues. Not only hotels and resorts (here I do not mean only five-star hotels and resorts) should reserve a floor for single lady travellers or groups of lady travellers in increasing numbers, they should also embrace the policy of having lady butlers, lady chauffeurs, and lady martial artist experts for facilitating the security of their lady guests, in increasing numbers. The lady chauffeurs, lady butlers, lady martial artist experts and lady adventure tour experts (to guide women adventure tourists) can become the norm in the Indian hospitality industry, at least across the five-star and four-star properties, if our state tourism bodies extend financial support to those hotels and resorts who would have at least 60 percent of their personnel as women. The Departments of Tourism of various state governments can also make it mandatory that all forthcoming and existing hotels and resorts in their states should invest at least a certain percentage of their annual budget (which ideally should border around 10-15 percent) exclusively on its women guests’ security. If they are found deviating from this norm, their licenses could be cancelled by the Union Ministry of Tourism. For fruition of this idea into an effective law, the state departments of tourism and the Union Ministry of Tourism should work in perfect tandem, which though sounds difficult, is not impossible. These women-friendly hospitality policies should not only be confined to high-end five-star properties, but should be percolated to the three-star and two-star properties too, which in turn will lead to 42

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the presence of more single lady travellers of both inbound and domestic varieties, in the Indian hospitality industry. Of course, exhaustive security measures are not the only way to attract more numbers of inbound and domestic women travellers to and within India, though they are absolutely necessary. The women travellers travelling within India for business or leisure should also be made to feel comfortable and feel excited to explore this unique experience called India. For this, specially tailored tourism packages for single lady travellers who generally travel for business, or for groups of lady travellers who generally travel for leisure (both segments are increasing over the years, in India) and thoughtful entertainment options exclusively geared to interest them should be provided/ hosted by the hotels and resorts on a regular basis.

Harnessing the Potential Besides these endeavours, our hospitality properties need to develop their MICE

and banqueting facilities, infuse more innovativeness in their F&B options, and develop their wellness quotient. MICE and spa are both promising sectors of the Indian hospitality industry, as there is huge demand for these two segments among the huge numbers of business and leisure travellers in India. In this regard, rapid improvements in the conference and exhibition scenario are also needed to induce the domestic tourism yield its potential revenues through MICE. Similarly, unless we have many more numbers of trained spa personnel than we have now, the growing demand for wellness in the country would not be able to enhance the wellness tourism revenues in the country anywhere close to its potential demand. One can say in both MICE and wellness, India is facing with supply side bottlenecks. We have the potential demand in these areas, but have

paucity of infrastructure or HR to harness that potential The growing interest in spiritualism and Ayurveda in the west can also increase India’s viability as a tourist destination among the foreign tourists. However, the country’s revenues through religious tourism, eco-tourism, rural tourism, etc. would enhance appreciably in the near future, only if India can supplement its natural advantages in these areas with adequate infrastructural and HR support.

Salvation and Sanitation Moreover, it is common knowledge that India has numerous religious sites and shrines, which are enough to make a devotee of religious tourism to explore for at least a lifetime. From Varanasi to Jammu, from Ajmer to Tirupati, and from Goa to Puri to Rameswaram, the thread of religious tourism in India spreads across the length and breadth of the country. But it is lamentable that many of our important destinations of religious tourism, such as Varanasi, Puri, Hardwar are lacking in terms of sanitation. This may discourage many Indian and foreign tourists from exploring these destinations or extending their stay at these destinations. Many of our famous centres for religious tourism could generate greater number of foreign tourists, and consequently much better revenues, with better cleanliness of their environment. Addressing spiritual needs in an unhygienic atmosphere can often be quite a challenge for the soul.

Beyond the Metros Developing the tourism and hospitality infrastructure of tier-II and III cities of India is also the need of the hour. Many of them like Kolhapur, Nasik, Ludhiana and Panipat are industrial towns and are frequented by business travellers, and thus developing their tourism infrastructure can lead to the growth of more revenues to the hospitality industry from these tier-II and tier-III cities. The fact that the real estate prices are affordable in tier-II and tier-III cities of India as compared to the metros, should also be an incentive for hospitality players to foray in these markets, displaying huge potential. Thankfully, many hospitality players are exploring the high revenue opportunities from tier-II and tier-III cities of the country, but more needs to be done in this regard. n


Block Your Space for AAHAR, Delhi 15-19 March, 2016

Nov-Dec ’15

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F&B

Hotel Business Review

Innovative Routes in

Food Service By Sharmila Chand

T

imes are tough for the hospitality industry players in the Indian hospitality industry. Competition has fiercely increased, more so with consumers moving to digital channels and social media. Hence, the concept of personalised and innovative services is extremely crucial nowadays, in the realms of Indian hospitality industry. They are based on the principle of offering ‘beyond the expected’, be it in terms of F&B or room service. The hotels are reaching out to understand the guests’ preferences, which can be used to build meaningful, engaging relationships, and encourage repeat direct bookings. Recently, I had a discussion with some important players in the industry to understand what they have to say on the subject, in reference to the food & beverage operations of the hotels.

Personalisation and Authenticity “While it might sound old school of thought but our biggest strength towards personalising a dining experience is direct 44

Nov-Dec ’15

Chef interaction with guests to understand and respect individual tastes, religious sensitivities and allergies,” asserted Ashish Nehra, Food & Beverage Manager, JW Marriott Hotel New Delhi Aerocity. “The concept revolves around a basic principal which can be encapsulated

“Give what a guest wants and not only what is on offer – be flexible.” Ashish Nehra, Food & Beverage Manager, JW Marriott Hotel New Delhi Aerocity

as ‘Chef & I’ where Chefs have direct interaction with guests. We believe in offering something different in buffets periodically, so that guests keep coming back, hoping for more,” he stated further. Moreover, according to Nehra, “Dishes have to be authentic and talk about the cuisine.” He went on to cite the example of K3, the buffet style restaurant of the hotel, where items like gulab jamun, moong dal halwa, nalli nihari with kulcha are served for breakfast. “Who would have imagined these being served for breakfast in a star-rated hotel? However, guests seem to enjoy the fare, without watching for calorie intake,” stated Nehra. For the weight watchers who are lovers of Indian cuisine, at K3 the choices extend from whole grain upma to multigrain grain dosa and many more. Those who are interested in oriental flavours can go in for freshly steamed dim sums, soup noodles, conjee, stir fries and noodles, which, according to Nehra, are among the hits at K3’s breakfast section.


F&B The other two main meal buffets at K3, according to Nehra, also have an array of tempting delicacies to offer, which include homemade pasta to a variety of pizzas, ricotta, tiramisu, roast duck with hoisin sauce, barbeque pork among others. “At our soup station guests have a choice to select the ingredients they would like,” he added. At K3, one can enjoy key cuisines from Tuscany in Italy, Canton in China, and from India. “Meetings Imagined is a concept the hotel has come up with. Here customised plans are provided to the clients on the basic purpose of their meeting,” asserted Pallav Singhal, Director, Food and Beverage, JW Marriott Hotel Chandigarh. “We have tried to incorporate pop-up restaurants with short and specific menus. Another interesting feature at the hotel is the ‘Cocktail with a Purpose Program’ which focuses on health and wellness,” Singhal pointed out further. “We are all about creating personalised and curated experiences for our guests. One particular concept

Hotel Business Review

real food. They want to benefit from the authentic flavours and virtues of food,” observed Prateek Swarup, Food & Beverage Manager, JW Marriott Mussoorie Walnut Grove Resort & Spa. “Our Chefs have turned farmers; they are part of this new trend of a ‘locavore philosophy’ that means growing and serving their own food, right at the source. We have leased land from farmers in and around the resort, turned them fertile and put them to best use,” Swarup elaborated.

“We spend lots of time talking to our guests and observe their behaviour, on the basis of which we curate accordingly.” - Prateek Swarup, Food & Beverage Manager, JW Marriott Mussoorie Walnut Grove Resort & Spa that has most impressed our guests while accelerating our sales is our ‘locavore philosophy.’ In addition to eating well, guests are increasingly striving to eat

Pragmatic Vision Of course, there is a pragmatic business vision behind all these creative exercise. “Through Meetings Imagined concept guests get customised products for their meeting to facilitate them better. F&B products and services have been focused around millennials, who have the money and want to spend it. Pop-up restaurants with short and specific menus provide an additional restaurant with low risk and ease of changing. Cocktail with a Purpose program focuses on health and wellness benefits,” proffered Singhal.

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F&B

Hotel Business Review

“Menus across our restaurants are inspired from the fresh seasonal vegetables and herbs. These go straight from source to the pan. Nowadays, guests have the awareness to enjoy these farms. Moreover, the farms also make for a unique dining experience venue,” averred Swarup.

industry is getting tougher every day. Consumers are coming up with new likes and dislikes for what they will – and won’t put into their mouths. As a result their relationship with food is changing. We know this because we spend considerable time talking to our guests – who are they, where are they from, what do they like and what brings them to the hotel. We observe their behaviour and we curate accordingly,” explained Swarup.

Operational Challenges Of course, the operations of hotels going for authenticity and customisation these days are fraught with lots of challenges. “Flow of skilled manpower, specially when there are 10 hotels within 1 kilometer radius, can be a challenge. Duties and taxes are an additional burden, specially when pricing for international travellers, who use similar products at much lower pricing elsewhere in the world,” pointed out Nehra, while talking about the challenges involved in the hotel’s operations. “Farming wasn’t our original forte and the farms not our original playground. But we have learnt over the experience. The right soil, temperatures, manure, and other environmental impact – together it has been an extremely interesting experience,” explained Swarup. “Tough is an understatement when it comes to running profitable F&B operations. It often becomes a judgment day when balancing guest satisfaction index with diversity of demand in relation to costs,” affirmed Nehra. “Guests have become more global

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“Through our Meetings Imagined concept, guests get customised products for their meetings to facilitate them better.” Pallav Singhal, Director, Food and Beverage, JW Marriott Hotel Chandigarh

than they used to be and have much more exposure to tastes, cuisines and presentation. In this context, one really has to be ahead of the times to keep up the pace with latest trends and innovation in food and beverage industry, as your idea might get passé very soon if it took too much thought or implementation,” he explained further. “There is tough competition from stand-alone restaurants. Actually, most of the innovation is happening in that segment, as far as the Indian food service industry is concerned, and the rest are adopting it,” acknowledged Singhal. “The Indian food and beverage

Experts View I asked the experts for some useful advice to attain success in F&B operations, in the Indian food service industry. “Be confident of your products and never compromise on quality of raw materials and final dishes, keep a motivated team and incentivise them even for small success stories, and get your positioning and visibility right on the social media; your restaurant should be visible on every search,” iterated Nehra. “Produce great quality, consistent food, have interactive Chefs and Barman, offer highly attentive and unobtrusive service, have social media presence and responses through social media, opt for constant innovation and change,” were some of the useful tips by Singhal. “Everything starts from the menu – the menu itself should be the result of marketing efforts designed to identify guests’ wants and needs,” maintained Swarup. He also emphasised on efficient operations. “Efficient operations mean more sales,” he asserted. The role of associates was also given adequate importance by Swarup. “Happy associates make for happy guests,” he observed, while asserting, “training must be maintained and even increased over time.” The experts conclude by saying unanimously that the key to successful personalisation initiatives in the restaurant business lies in the organisation’s ability to balance the meaningful, relevant, and engaging experiences with their revenue and profit obligations. If the organisation does not maintain a focus on driving profitable revenue across food service outlets, the personalisation initiatives cannot be n successful.


Announcing 31st

AAHAR

THE INTERNATIONAL FOOD & HOSPITALITY FAIR

2 0 1 6

March 15 - 19, 2016

Pragati Maidan, New Delhi, India Timing : • 10 a.m. to 6 p.m. from 15th to 19th March, 2016 • 10 a.m. to 2 p.m. 19th March, 2016 (Exclusively for Business Visitors) • 2 p.m. to 6 p.m. 19th March, 2016 (for General Public)

31st International Food & Hospitality Fair Pragati Maidan, New Delhi

Organisers:

India Trade Promotion Organisation

Pragati Maidan, New Delhi

HOSPITALITY INDIA

Exhibition on Hotel & Restaurant Equipment and Supplies Hall No. 5, 6, 7, 8, 9, 10, 11, 12, 12A, 14, 15 & 18

FOOD INDIA Exhibition on Food, Processed Food & Beverages

SPECIAL EVENTS • Culinary Show • Seminars & Conferences • Wine Pavillion

Organisers: India Trade Promotion Organisation Pragati Maidan, New Delhi Co - Associate :

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{

The Hotel & Restaurant Equipment Manufacturers’ Association of India

‘HOTREMAI’ is a leading association of equipment manufacturers, suppliers, service providers and consultants to the hotels, restaurants and food service industry.

Established in 1982, ‘HOTREMAI’ is a non profit organisation. ‘HOTREMAI’ strives to safeguard the interests of its members in particular, and the industry in general by taking up issues with the government bodies, hotels, restaurants and their associations.

‘HOTREMAI’ has been closely working with India Trade Promotion Organisation (ITPO) to organise ‘ AAHAR’ annually since its inception.

‘HOTREMAI’ organises from time to time events & meets with the Heads of Departments from the Hospitality Industry for its members to introduce & promote their products and services. ‘HOTREMAI’ publishes a quarterly periodical called ‘HOTREMAI REPOTS’ for the information update for its members and the industry.

Become a member of HOTREMAI and avail benefits to enhance your business.

For Booking Stalls At AAHAR 2016 Contact : The Hotel & Restaurant Equipment Manufacturers’ Association of India D-20, Local Shopping Complex, (Upper Ground Floor), New Rajender Nagar, New Delhi-110060. Phones: 011-28745698, Mobile: 99100-48121, E-mail: info@hotremai.org, Website: www.hotremai.org

Be a proud member of ‘HOTREMAI’ and enjoy the benets of being together ... Nov-Dec ’15

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Spa

Hotel Business Review

Wellness Inspired by Water By Sharmila Chand

D

rawing inspiration from the life giving essence of water, Quan Spa, the luxurious spa at JW Marriott Hotel Chandigarh, provides a diverse array of healing massages, Ayurvedic treatments, face therapies, body scrubs and soothing rituals. The spa’s state-of-the-art therapy rooms and luxurious spa services represent relaxation and luxury. Here only premium products are used as they are sourced from the French house of Thalgo, and the services are complemented with perfect aroma and lighting. Discover the marvels of water as Quan Spa draws on the restorative properties of water to provide a path to wholeness and well-being through healing and rejuvenation. ‘Quan’, a Chinese word, literally means “a source of pure water”.

Disseminating Wellness, Well While visiting the spa, I got to interact with Ankit Rawat, the Spa Manager with the Quan Spa at JW Marriott Hotel Chandigarh. A highly motivated professional, Rawat brings an experience of over 12 years in spa operations, and customer service management. As the Spa Manager at Quan Spa with JW Marriott Hotel Chandigarh, Ankit strives to see that the guests’ expectations are exceeded every time, the staff is up to date in delivering the highest standard of treatments, and overall operations of the spa are conducted seamlessly to generate positive sales trends. Rawat has served the wellness industry in various capacities throughout his tenures in India & abroad. His last assignment was with The Westin Sohna Resort & Spa, where he used to manage the daily operations of the spa of the hotel. He has also worked with The Leela Kempinski Goa, Mandarin Oriental-Deva Holistic Centre & Spa Thailand, Raffles Resort in West Indies, and Ananada-In the Himalayas to name a few. Rawat holds a three year advanced diploma in yoga and naturopathy and specialises in alternative therapies and Ayurvedic treatments. He is an out-of-the-box thinker and is highly organised, with keen attention to detail. The excerpts of the interview follow: 48

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Spa

Hotel Business Review

What are the kind of changes you have witnessed in the Indian spa industry during the past five-six years? Spas have become an essential part of the health regime. A wholesome spa experience today extends much beyond massage and scented oils, as clients demand value for money. Nowadays, customers are inquisitive about the quality of products beings used, the proficiency of the masseur, post-treatment effects and treatments for different body constituency and so on. Moreover, the demand for a tailored experience is on an all time high. Customers nowadays are more alert and make an informed selection based on descriptive menus, after understanding each treatment. Customers no longer like to stick to rigid, pre-determined menus while selecting their spa package. The trend of custom-made services in the spa industry has gained momentum. Furthermore, everyone nowadays wants to ensure that only a professional and certified therapist performs the spa session. Guests nowadays are careful; they tend to inquire about the staff’s qualifications, experience and expertise. Another notable trend is that people these days love to gift and receive wellness packages. The trend of giving spa gift vouchers has caught on as people feel it is a good idea to gift someone a wellness and rejuvenation package rather than spending on tangible artifacts. Partner spa therapy too is an upcoming trend which is enjoying considerable clientele. What are the key challenges towards opening a spa in India? The major challenge in the Indian spa industry is finding and recruiting trained personnel. Spa industry requires specialists and qualified personnel. Looking at the cases of injuries during or post the treatments, it has become amply clear that having an experienced therapist is extremely crucial to the spa business. Also with the increasing health problems, it is vital that the professionals understand what they are doing, so that a spa treatment is enjoyable and not agonising. Unfortunately, in India, there is sheer paucity of dedicated training centers to groom spa industry personnel. How do you decide on the spa menu?

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Nov-Dec ’15

What factors have to be kept in mind to chalk out a decent spa menu? Spa menus are made to help understand the description of treatments which someone is going to have. Spa menus should be carefully crafted, keeping in mind the seasonal problems, the specific needs of the guests and understanding the integration of various treatments. There is no formula to decide on the spa menu. However, it should be customised keeping two factors in mind — the guest’s requirements and the flawless amalgamation of various treatments in a package.

Our aim is to achieve ultimate guest satisfaction by providing highest standards of treatments by our in-house experts. Do you have some customised treatments? Yes, based on our guest’s specific needs, we offer them many customised treatments. Many popular treatments include the packages to treat puffy eyes, massages to treat back ache, aching feet and so on. Many guests are allergic to a few ingredients or smells, so in such cases the entire package is modified to suit their needs.

What do you enjoy the most about being a Spa Manager? Being a Spa Manager, it brings me great sense of relief when I see happy customers. After a very tiring day or a week, when people come for treatments and go back content and appreciate what we did for them, it is the best part about my job.

What is your favourite treatment to receive and why it is so? I prefer Kumkumadi Experience for myself. It is a traditional massage with Kumkumadi Oil and 16 precious Ayurvedic herbs, using ancient massage techniques. With the use of saffron, fennel, etc. to purify the skin, the Kumkumadi Experience gives a majestic wellness experience to whoever is receiving it.

Could you tell us the USP of your spa? What distinguishes it from others? At JW Marriott Hotel Chandigarh, we use natural ingredients and international quality products of the renowned brand – Thalgo. The staff at the award winning Quan Spa constitutes of trained experts who understand the anatomy of the human body and it is made sure that they are updated on various treatments, and certifications are refreshed from time to time.

Any other point you wish to make? In our hectic and stress filled lifestyle, wellness treatments are no longer treated as luxury. Also, an ideal spa should include services of an expert masseur and use superior quality products. A flawed treatment can affect the body adversely and leave the guest in a sour mood. Therefore, guests should demand value for money and choose the treatments and the spa with due caution.


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Spa

Hotel Business Review

How to Make Your

Spa Special By Ashok Malkani

A

common concern among spa-goers is the condition and cleanliness of the spa they frequent. For a Spa Manager or the Director of Spa in a hotel or a resort, the top priority, along with increasing sales and expanding the spa’s business, should be to maintain high standards of cleanliness among all areas of the spa, including the floors, the bathroom, countertops, and across all spa equipment. Spa cleaning is an absolute necessity if one wants to maintain a hygienic and safe spa bath. A dirty bath can become a major health risk as it becomes a haven for bacterial agents. How best to achieve spa hygiene – what are the cleaning chemicals to be used and how frequently the cleaning regimen is to be conducted – are 52

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discussed here.

Know Your Cleaning Agents Various kinds of spa chemicals are essential for maintaining water sanitation. Right amount of these sanitisers can break down the unwanted microbes. The oldest of these common cleaning chemicals is chlorine. On the other hand, many people really hate the strong smell of this particular chemical and even get allergic to it. So as an alternative, you can use bromine. Bromine is good for water with high temperature. Its function is just the same as that of chlorine although it is easier to use and also odourless. Biguanide is another type of spa chemical that eradicates bacteria by beating up the cell wall. It contains neither chlorine nor

bromine. It functions with an oxidizer which is hydrogen peroxide-based.

Steps to Maintain Spa Hygiene For running a successful spa, proper sanitisation is non-negotiable. So what are the steps being taken by some of the spas to attain high degree of sanitisation and cleanliness? A spa pool can undoubtedly work for a longer period of time if its parts are maintained on a regular basis. One of the most important things that must be maintained is a spa filter. Taking care of the filter cartridges increases the life of your spa. Staff can also be a valuable factor in maintaining the spa in-vironment as much as the sanitised equipment and the regularity of carrying out the cleaning


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Spa

Hotel Business Review

“The massage rooms are through cleaned post every massage,” Dastur pointed out.

Disinfecting & Cleaning the Spa

services. Manish Jaswal, Director of Spa, Spa by JW at JW Marriott Hotel, Bengaluru explained, “After every treatment, the cloakroom is completely sanitised which includes sanitising the dispensers, scrubbing and cleaning of the walls of the washroom to eradicate any stains from the essential oils and products used during the treatment. Additionally, we use disposable garments and bed sheets for all treatments, the towels are replaced and the amenities are replenished. “The spa is completely sanitised and fumigation is carried out every week. Every alternate day, the floors and walls are cleaned as well (wood buffing, marble polishing, etc.),” Jaswal noted. Husnavaz Dastur, Spa Manager, Club Renaissance at Renaissance Mumbai Convention Centre Hotel elaborated, “We use sterilisation process and disposable equipment and amenities for our guests.” In spas, adhering to strict sterilisation and disinfection techniques is important for the clients. Sterilisation destroys all forms of microbial life (bacteria spores, fungi and viruses) by heat (steam or hot air), chemical sterilant or gas. Moncy Joy, Spa Manager, Goa Marriott Resort & Spa, declared that they adopt the following methods to keep the spa clean and hygienic: • Daily cleaning of the area is done; the area is kept clean and dry after every guest has used the facility. Besides this, the deep cleaning with scrubbing machine is used at the end of each day. • Treatment rooms are cleaned thoroughly at the end of the day, besides cleaning after each treatment. • Pest control is done, in all the areas, 54

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every night, before closing the spa. Sonia Banerjee, Executive Housekeeper, Bengaluru Marriott Whitefield stated, “The spa goes through a thorough cleaning process twice a day with regular concise cleaning operations post every single treatment, in addition to the same. Two attendants are available at all times who are responsible for the sanitation of the spa and the gym.”

Periodicity of Cleaning Spa Since sanitisation is such an important aspect there is a necessity for knowing how often the spa is sanitised and cleaned. Zorem Siami, Spa Manager, Hyatt Spa, Hyatt Pune Kalyani Nagar, averred, “Spa area is cleaned twice a day. Early morning we make sure that spa rooms are well moped and sanitised. Later in afternoon a person will do the vacuuming of each and every part of the spa. And late in the night there is a proper process to maintain the spa as per our standard.” Joy from Goa Marriott Resort & Spa is very particular about sanitisation and sterilisation. “We observe stringent rules about sanitisation. This is done after each treatment. It is a must since there are a variety of oils / packs / scrubs used in any treatment,” he said. Jaswal from JW Marriott Hotel, Bengaluru, said, “The treatment rooms and spa are cleaned regularly, depending on the requirement and need.” Sonia also talked about adopting the same tactics. She said,” Massage Rooms are sanitised after every treatment, on a regular basis.” At Renaissance Mumbai Convention Centre sanitisation is done every shift.

Almost all Spa Managers I spoke to agree that proper steps must be taken to ensure that the spas are kept clean and sanitised in order to prevent any harm to the clients. As far Jacuzzi bath tubs are concerned, most of the manufacturers have a cleaning manual which can be followed. Different spas use different implements and cleaners to keep the spa clean and hygienic. Jaswal stated that at the Spa by JW at Bengaluru, “We have our audit levels and these are followed stringently to ensure the hygiene of the spa. The implements and the chemicals and products used are as per the guidelines of the company. The cleaners used are eco-friendly and as per the guidelines set by Marriott International and Spa by JW worldwide.” Dastur averred, “At the Club Renaissance at Renaissance Mumbai Convention Centre Hotel, we use professional sterilising machines for salon equipment’s. We also use sanitiser’s and special wipes for sanitising the spa. As far as cleaners are concerned, Marriott has a worldwide tie-up with renowned chemical companies like Ecolab and Johnson Diversy. These companies have eco-friendly products which are certified internationally.” Joy pointed out that at the spa at Goa Marriott Resort & Spa, regular housekeeping equipment and materials are used. “As far as cleaners are concerned, we use Ecolab products,” he informed. Zorem disclosed that at the spa at the Hyatt Pune Kalyani Nagar, “We use the following implements to clean & sanitise the spa: dry mop, wet mop, vaccum, Taski. As far as cleaners are concerned we use dettol as an eco-friendly cleaner to clean the spa on a daily basis.” Sonia declared that at the spa at Bengaluru Marriott Whitefield “we use Johnson Diversely chemicals which are eco-friendly chemicals.” Thus it is observed that the spas, particularly those in star hotels, observe stringent standards of hygiene in their n premises.


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Industry

Hotel Business Review

Laundry:

No Dirty Business By Ashok Malkani

W

hile washing dirty linen in public may not be civil, washing linen, per se, is not only good for the society but also could be highly profitable. If you are looking for business opportunity which can be managed with a minimal investment then laundry business may be a viable option. The laundry industry is just getting bigger and more qualityconscious. And to add to the upbeat mood, the industry has, globally, to some extent, has remained insulated from the devastating impact of recession. The reasons are simple. At hard times people can stop buying new clothes, but doing without washing is a strict no. In India, the laundry business is still at a take off stage but growing by leaps and bounds. More and more organised players are now entering this business, which they believe is set for a bright future. While the unorganised sector rules the roost, organised players are slowly making inroads into this fast growing industry. According to the estimates of A C Nielson, a market research firm, the country’s dry-cleaning and laundry industry is approximately worth Rs 3,000-Rs 3,500 crores. Yes, this is the service industry where you may get your hands all dirty. But, the moolah you earn will help in quickly cleaning them up. Getting into the laundry service business is definitely a good bet as it is among the few businesses considered recession-free. 56

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With one of the fastest-growing economies in the world and a rising middle class, India holds the promise of good opportunities for laundry and dry-cleaning suppliers. When one speaks of laundering, the general concept is that of a laundry serving the office goers and their families. However there is another aspect to this business: That of serving the hospitality industry and the hospitals.

Laundering for Hospitality Business For those seeking to serve the hotel industry by making their linen clean there are ample opportunities. One can try to meet the increasing laundry demands from the hotels who are, increasingly, outsourcing the cleaning of their linen and are looking for launderers who can meet their standards at economical rates. Most small and medium sized hotels contract out their laundry, as it is simply is not economical to do it themselves. The capital expenditure to get adequate machines to do it, plus the cost of staff to iron the linen could be prohibitive. Most hotels outsource their laundry cleaning to commercial launderer/dry cleaner. The practice of outsourcing laundry services in the Indian hospitality is not of recent origin. With the growth of fine dining restaurants, importance of their linen presentation has also grown. To manage the same, restaurants have

also started outsourcing their laundry services to professional agencies. Many serious players in the hospitality industry including hotels and restaurants today feel that laundry outsourcing curbs maintenance costs and helps them focus on their core operational areas.

Laundry Business Set-up The cost of setting up a laundry business depends on several factors and you will have to conduct your own research to determine how much money you will need to raise. There are various suppliers around the country that will be able to give you quotes on buying new or reconditioned machines. You could also consider leasing the equipment. The needs will be based on the kind of services you intend to offer and the size of the laundry you wish to set up. It is better to estimate the amount of space you will require on the basis of the number of machines you will install, your estimated demand and the number of people you wish to employ. Please note that equipment, unwashed clothes and washed clothes will take up space. The location of your laundry business should have adequate space to house all the necessary materials and collaterals for ease of operations.

Precautions: Cleaning Hotel Linen Besides following the right procedure, five other factors impact the quality


Sp a Industry of laundry cleaning — water quality, agitation, time, chemical concentration and heat (WATCH). Among the six factors, procedures are considered the most important. There are typically ten steps in the linen flow cycle. If mistakes are made during these ten steps, the overall results may suffer. The first step in the linen flow cycle is collecting soiled linen. People often make a number of mistakes during this first step. Often housekeeping staff would use soiled linen as a cleaning cloth. This abuse may add extra stains that were not present during normal use of the linen piece. You should not only sort these out but also examine the linen to check if there are any foreign objects – like needles, etc – that may affect the working of the cleaning machine. One has to take care of the dirty linen too. It must be transported in such a manner that it does not get further soiled. When linen is placed on the ground, additional soils could be transferred to an otherwise stain free piece of linen. The next step is sorting. Sorting is the first defense of stain and soil removal. Many launderers can make their staining problems worse by not pre-treating stains or by not sorting heavy soils from light soils. Some stains cannot be removed by regular washing in the machine. Pre-treating a stain allows for longer contact time for soil removal with a specific chemical designed for a specific stain. By sorting the linens based on the classifications of light, medium and heavy soil you can minimise the chemical costs. While operating your washing machines, one important thing to keep in mind is proper water levels. There are automatic machines which sense the load and accordingly adjust water levels, but it is necessary for you to pay heed to maintenance of water levels and drainage system. Improper draining can cause improper rinsing; leading to rewash. The workers must also be trained in proper use of chemical dispensing equipment. Using the wrong wash formulas for linen may lead to rewashing, increasing your expenses in the process. Remember chemical dilutions are based on soil load and type of fabric. If you use these chemicals improperly they may damage linen or

Hotel Business Review

not clean soils effectively. Another major issue is monitoring of inventory levels for chemicals. No laundry should ever run out of product. A huge problem in the industry stems from employees not being trained on proper washer loading procedures. It is recommended that the washers be loaded at an 80-85 percent capacity. When the machine is under loaded, the procedures are designed to exceed all facility costs. If the washer is over loaded, there will not be enough water or chemistry in the machine to handle soil removal. This will result in re-wash, which also increases all the costs associated with linen processing.

Removing Stains Stain is best removed at the first possible opportunity because it may be more easily dissolved when fresh. It may be mentioned here that different fibers require different methods and different stain removers. Use of an incorrect remover may damage or even destroy the fiber content of a fabric. Knowledge of the nature of the stain makes possible the immediate use of the appropriate method and removal agent. Hot water should never be used on an unknown stain. The heat may set the stain, making it more difficult to remove. If the stain is known to be of a nongreasy nature, sponging with cold water may be all that is necessary. On the other hand, a greasy stain requires the use of perchlorethylene or some other dry cleaner, such as gasoline, turpentine, or denatured alcohol. There are several techniques for applying stain removers. They require care and are best applied when the stain is not too large. Sponging is a common method of stain removal, but if it is not done with care, it may not be effective. An absorbent cloth or a blotter should be placed underneath the stain to absorb the removal agent as well as the stain. The blotter also prevents further spreading of the wet area. Both the sponging cloth and the absorbent material should be renewed whenever they show the slightest tinge of the stain. The stained portion of the fabric must not be soaked with the cleaning fluid, and the fabric must not be harshly n rubbed.

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Operations

Hotel Business Review

What Affects Indoor Air in

Commercial Buildings From location of the building to its design, its construction techniques, contaminant sources, maintenance and personal care products of building occupants... a large number of factors need to be considered to ensure healthy indoor air quality of commercial buildings which include hotels and resorts too. By Jyotismita Sharma

T

o breathe is to live, but we often tend to ignore the quality of air that we inhale. And even when we do so, it is always the outdoor air, not indoor air, that most of us are seemed to be bothered about. This is quite surprising especially in the face of growing evidence that indoor air pollution could be a bigger killer than even outdoor air pollution. Indoor air pollution is a bigger threat primarily because we spend most of our time indoors but awareness about how poor indoor air quality can affect our lives is poor. For example, if a hotel has a leaky roof or window, the guests and the given hotel’s personnel could be inhaling unhealthy air. The same can be said in case of any indoor condition where humidity is very high due to dampness caused by water 58

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leakage. A damp building is one where there is unwanted or excessive moisture. Such buildings provide a fertile ground for the growth of mold, fungi, and bacteria which leads to the release of volatile organic compounds and the breakdown of building materials. A hotel building or a room of a hotel should never be damp. It is now established that those who are exposed to molds that grow on wet materials have increased risks of respiratory symptoms, asthma, hypersensitivity pneumonitis, rhinosinusitis, bronchitis, and respiratory infections. Therefore, people who already suffer from asthma and other respiratory problems, continued exposure to damp buildings can aggravate their conditions. Steps to prevent dampness in buildings should ideally start from the very design and construction of the building.

Improper maintenance also contributes to such an indoor environment that puts the health of occupants or guests and personnel working in the building at risk. But thankfully, it is not very difficult to recognise the problem of building dampness. Building occupants may evaluate their health risks simply by observing dampness, water damage, mold growth, as well as when they experience mold odours. However, it is not just dampness that leads to poor indoor air quality, various other factors could also contribute to unhealthy air inside large commercial buildings.

Other Sources of Indoor Air Pollution The Centre for Disease Control (CDC) in the US offers a comprehensive list of factors affecting indoor air in large


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Operations

Hotel Business Review

pesticides, cleaning products, or personalcare products could also contribute to poor indoor air. Allowing cleaned carpets to dry without active ventilation may promote microbial growth. Occupant Activities: Perfumes or colognes used by building occupants or their body odour may be the source of indoor air pollutants.

Maintenance is Key to Preventing Dampness

buildings. According to CDC, “The indoor environment in any building is a result of the interaction between the site, climate, building system (original design and later modifications in the structure and mechanical systems), construction techniques, contaminant sources (building materials and furnishings, moisture, processes and activities within the building, and outdoor sources), and building occupants.” Some of the sources of indoor air pollution mentioned by the Occupational Safety and Health Administration (OSHA) in the US include: Building Location: Where a building is located may have a lot to do with how healthy the indoor air could be as presence of indoor pollutants depends a lot on the building site. Highways or busy thoroughfares may be sources of particulates and other pollutants in nearby buildings. Also, if a building is located on land where there was prior industrial use or where there is a high water table, may result in leaching of water or chemical pollutants into the building. Hospitality business should give much thought before choosing the location of the hospitality properties. Building Design: It is already mentioned that design and construction techniques play a very important role in maintaining good indoor air quality. Poor foundations, roofs, facades, and window and door openings may allow pollutant or water intrusion. Outside air intakes placed near sources where pollutants are drawn back into the building (e.g., idling vehicles, products of combustion, waste containers, etc.) or where building exhaust reenters into the building can be a constant source

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of pollutants. Therefore, desigining the hotel in the right way can greatly curb its indoor air pollution. Building Systems Design and Maintenance: In large buildings it is important to see that the HVAC (heating, ventilating, and air conditioning) system is functioning properly. The building is often placed under negative pressure when the HVAC system does not work properly. This may lead to infiltration of outdoor pollutants such as particulates, vehicle exhaust, humid air, parking garage, contaminants, etc. Along with maintenance, updating the HVAC system is also equally important after renovation or redesign of certain building spaces, such as hotels and resorts. Renovation Activities: When painting and other renovations are being conducted, dust or other by-products of the construction materials are sources of pollutants that may circulate through a building. OSHA recommends isolation by barriers and increased ventilation to dilute and remove the contaminants. Local Exhaust Ventilation: This can also help maintain good indoor air quality. Kitchens, parking garages, washrooms, soiled laundry rooms, locker rooms, copy rooms and other specialised areas may be source of pollutants when they lack adequate local exhaust ventilation. Building Materials and Furnishings: Certain building materials such as those containing damaged asbestos may also contribute to indoor air pollution. Furniture made of certain pressedwood products may also release pollutants into the indoor air. Building Maintenance: Use of

A healthy hotel or a resort is critical for enhanced performance and productivity of its personnel and the well-being of its guests. Thus it is the responsibility of hoteliers to provide space free of excess moisture or mould odour. This cannot be possible if dampness is allowed to occur or persist. Preventing dampness in buildings and rapidly correcting dampness problems when they occur are important considerations. Besides preventing possible health problems of the guests and the personnel, these measures may also reduce the operational costs of running a hospitality property. Some measures that can help prevent dampness and therefore mold growth include: • Regular inspection of building areas such as roofs, ceilings, walls, basements, crawl spaces, and slab construction for evidence of dampness; • Fixing leaky plumbing and leaks in the building envelope as soon as possible; • Conducting regularly scheduled inspections of heating, ventilating, and air-conditioning (HVAC) systems and promptly correcting any problems. Keep the HVAC drip pans clean, flowing properly, and unobstructed; • Prevent high indoor humidity through the proper design and operation of HVAC systems. Maintain low indoor humidity, below 60 percent relative humidity (RH), ideally 30-50 percent, if possible; • Dry any porous building materials that have become wet from leaks or flooding within 48 hours; • Clean and repair or replace any building materials that are moisturedamaged; • Do not let foundations stay wet. Provide drainage and slope the ground away from the foundation; • Vent moisture-generating appliances, n such as dryers, to the outside.


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Property

Hotel Business Review

Presenting Comprehensive Hospitality By Swarnendu Biswas

T

he almost five-hour-long journey by Shatabdi Express from New Delhi to Chandigarh was boring and comfortable. It took only a 15-20 minutes drive from the Chandigarh railway station to reach the stately JW Marriott Hotel Chandigarh. I came to know that the hotel is also not far from the airport of this planned and serene city. The refreshing welcome drink cleansed my boredom, and cheered up my spirits, as did the beautifully crafted water bodies at the entrance of the hotel. Located in Sector 17, the five-star property spread across six floors is in the center of the city’s vibrant business district. To my untrained eye, it seemed primarily a business hotel, which would also be loved by leisure travellers. The fact that Chandigarh, besides having its own array of tourist attractions(Nek Chand’s Rock Garden being the most famous attraction of the city, where wonderful 62

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art is created from rejected items by the late Nek Chand), is also a gateway to many tourist attractions in north India, can make the hotel an ideal stopover for leisure travellers. Anang Chaturvedi, the newly appointed Director of Sales and Marketing, welcomed me with great warmth and apprised about the property. Chaturvedi is engaged in creating and overseeing the hotel’s yearly business and marketing plans, as well as managing the sales team. As the Director of Sales and Marketing of the hotel , he is striving to maximise the hotel’s revenues among diverse market segments, including government, corporate, and tour and travel groups. According to Rubal Chaudhry, the General Manager of the hospitality property, the hotel is attracting 75 percent occupancy on an average, which is pretty decent considering that the Indian

hospitality industry is on a recovery phase from the sluggish times.

Classy Rooms The interiors of the hotel, which include the presence of travertine and timeless sycamore wood, do manage to reflect warmth of hospitality. The designers Wilson Associates from Singapore and Karen Kim from Marriott have beautifully and seamlessly married the chic with the contemporary, thereby endowing the hotel with a distinct architectural style. The hotel comprises 164 guest rooms, which include four suites and one Presidential Suite. They reflect understated luxury, and comprehensive convenience. The luxury beds of the guest rooms are outfitted with down comforters, custom duvets, and cottonrich linens. The spirit of comfort extends to marble bathrooms, which feature separate shower, a bathtub, and plush


Sp a Property

Hotel Business Review

robes. High-speed Internet access, iPod docks with stereos, and 42-inch plasma TVs can make one work or enjoy leisure without hindrance in the comfort of these rooms. The Presidential Suite deserves a special mention. Occupying an area of 225 square metres and affording bird’s eye view of the planned and beautiful city, this suite spells sheer opulence. The suite includes two spacious bedrooms with queen size beds, a private meeting room, a beautifully designed living room with opulent chandeliers, fine furnishings and decor with ample space for entertaining guests. The suite also has a library, a wellequipped kitchenette, a mini-bar and a separate dining area.

Diverse and Delectable The F&B options at the hotel are diverse and delightful. “We can cater to a gamut of discerning tastes,” proffered Naveen Handa, the new Executive Chef at the JW Marriott Hotel Chandigarh. The multiple dining options at the hotel comprise Saffron, which is a fine dining restaurant featuring Indian cuisines; The Café@JW, which presents global cuisine; Oregano Restaurant & Bar, where you can get authentic Italian delicacies like wood-fired oven pizzas and handmade pasta; Chandigarh Baking Co, which is a deli & patisserie that is an ideal place to have a quick bite ; and The Lounge where you can have breakfast options in the morning, café fare in the afternoon, and cocktails in the evening. Saffron comprising 66 covers is open for dinner, and the operational hours for the restaurant are from 7.00 pm-11.30 pm. It is located at the Mezzanine Floor of the hotel. At Saffron, you can

get some authentic tastes from the North West frontier region. “The restaurant brings out the richness of the food from the pre-partition Punjab; intact with its rustic simplicity and authenticity,” affirmed Handa. While at Saffron, I immensely enjoyed the Kadhai Jhinga (a prawn dish) and Tari Wala Desi Kukkad (a chicken dish) immensely. On the Chef ’s recommendation I had Kariphatta Prawn, whose ethereal flavours matched its taste. The Café@JW, located on the Mezzanine Floor with a seating capacity of 153, is a contemporary all day dining restaurant which features interactive carving stations, dynamic buffets, and a globally-influenced a la carte menu. Here the friendly Chefs interact with the guests, and the kitchen is open and interactive too. Whether you like dim sum or dumplings, or whether your

preference is(like mine) for tandoori and curries, you are not likely to get disappointed at The Café@JW, which is open for breakfast, lunch and dinner. Oregano restaurant and bar, with its trattoria charm, exudes warmth and homeliness. “This authentic, fine dining Italian restaurant and bar offers an exotic mix of traditional style cooking infused with fresh herbs and spices which are unique to the cuisine,” informed Handa. The restaurant’s menu offers al dente pastas, wood-fired pizzas, risottos and lasagnes, made with authentic Italian cheese like mozzarella and gorgonzola to name a few. The interactive bar of the restaurant houses a selection of fine Italian wines and other beverages. The restaurant is open during 7pm-11pm and has a seating capacity of 70. If a guest wants to satiate her/his sweet tooth and have a quick bite, Chandigarh Baking Company is the right address. Here you can get delectable cakes, crunchy cookies and cakes, aromatic coffees, and many other baked delights . Here you can dig into some sinful cakes and pastries, made-to-order sandwiches and burgers, and a variety of hand-made breads and chocolates. Ideal place to hang out with friends or for striking up a romantic conversation as well. Located at the lobby level, Chandigarh Baking Company has a seating capacity of 32. It is open from 24x7. Here guests can get to savour unique desserts like Chocolate with Rose Petal and Black Pepper or Rainbow Cake.

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meetings with a difference. “With an open kitchen, a lounging area and an open foyer, it offers a casual and relaxed environment for business meetings and blends the comforts of a living area with the benefits of tech-savvy meeting rooms,” asserted Chaudhry. Each of these meeting rooms is well equipped with a large drop down screen with lift projector and a surround sound audiovisual system, and is wired for both cable and wireless Internet.

For Weddings and Wellness The hotel can be a great venue for highend weddings, where certified wedding planners help guest/s to organise all the details for the wedding day. In fact, it already is. Here guests can also avail a customised wedding menu, prepared The Lounge, located at lobby level having a seating capacity of 40, is transitional in character and changes its mood, setting and menu as the day goes on. The Lounge is the heart and the soul of the hotel where guests feel welcome and free to be themselves,” offered Chaturvedi. Besides these classy F&B outlets, the hotel also has banqueting options. No wonder, the hotel has an exhaustive team of Chefs and servers, which easily crosses the three figure mark.

Business with Pleasure JW Marriott Hotel Chandigarh not only offers great food, but also infrastructure for great food for thought. The authentic culinary offerings at the hotel is amply complemented by its exhaustive facilities for the business visitors. This is pragmatic as well for there is no reason to believe that a business traveler by the day wouldn’t turn a hedonistic food connoisseur by the twilight, savouring the banquets. The state-of-the-art banqueting facilities in the hotel are spread over an area of 37,626 sq. ft., spread across indoors and outdoors. The Grand Ballroom with a majestic ceiling and with a sprawling area of 6500 sq. ft., is adjoined by 18,700 sq. ft. of lush green lawns. It is the largest conference room of the hotel. The Grand Ballroom can accommodate up to 440 guests for a banquet style reception. The Grand Ballroom makes for an ideal venue for hosting grand weddings. The 64

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Grand Ballroom and the adjoining lawn can together accommodate 1000 people, approximately. “For our MICE guests in particular, the JW Marriot Hotel Chandigarh has a dedicated team of experts, whose primary concern is to ensure that the MICE guests conduct their business in the most convenient and seamless manner possible. State-of-the-art audio-visual equipment, high speed wireless Internet access and multi- media conferencing facilities along with 24 hours assistance and service will take care of your every business need here,” elaborated Chaudhry. The guests at JW Marriot Hotel Chandigarh are offered a full-service business center. That is not all. Based around the concept of a New York style apartment, The Living Room is a space for business

by the hotel’s experienced catering team. “With five-star hotels emerging as destinations for grand weddings, we are now banking greatly on weddings to enhance our revenues. We can organise weddings with innovative food concepts and floral concepts or weddings with Punjabi theme, Rajasthan theme, etc.” affirmed Chaturvedi. For holistic wellness solutions, the guests can visit the Quan Spa, where one can get not only Ayurvedic treatments, body scrubs, body wraps, eye treatments, an array of massages, and facials. The JW Fitness Club complements this wellness regime with comprehensive fitness solutions. Outdoor children’s pool and outdoor rooftop pool are other options to get refreshed and stay fit at the same time. n


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Crafting Impeccable F&B Equipments Kumar Equipment (India) Pvt. Ltd. is one of the largest manufacturers of commercial kitchen, refrigeration and bakery equipments in India. Its product range includes hot and cold equipments, bakery equipments, bar equipments, beverage equipments, dish washing equipments, cake pastry and icecream displays, salad display, racks, storage equipments among others. Kumar Equipment (India) is a certified ISO 9001: 2008 and a ‘Trust Passed’ accredited company. KEI specialises in providing consultancy, designing, layout plans with complete technical details of F&B equipments for commercial kitchens, canteens, bakeries & messes, etc. on turnkey basis as well as on individual product basis. The company’s services also extend to designing, layout and installation of exhaust and fresh air systems as well as LPG pipeline, for facilitating the safety and economy of the projects. KEI has been associated with kitchen equipment industry for well over two decades, and has been successfully providing its expertise to hospitality industry, residential schools, learning institutes, hospitals, messes of Armed Forces, industrial canteens, clubs, cafeterias, etc. Its operations not only spans across India but is also extended abroad. KEI has two manufacturing units in Bhiwadi, Rajasthan; well equipped with the latest state-of-the-art plant and machinery. Robust infrastructure, highly skilled and dedicated workforce, and sound R&D are the company’s strengths. Kumar Equipment (India) Pvt. Ltd. kumar_equipments@yahoo.co.in

P ro d uct Previ ew

Creating Designer Products SKI established itself in 1984 i.e. over 30 years ago, with a group of well-qualified and competent professionals, comprising hotel executives and engineers. Today the company has modern well-equipped plant to produce quality products, varied spectrum of design for customised usages and timely delivery. The company’s range of products includes banquet table & chairs, cocktail tables, stage blocks, parquet dance floor, buffet tables, tray jacks, partitions, mobile bars, trolleys, food warmers and outdoor furniture. After sustained hard work and continual research and development the brand SKI, which is known for its quality, durability, reliability and environmentfriendliness, was created. The company has a long list of clients in India & abroad. Repeated orders from clients prove that SKI’s range of products is one of the finest available. All products manufactured by SKI are engineered to exceed consumer expectations. S K International sanjay.skinternational@gmail.com

Outdoor Furniture Trends change every season and at Vetra they totally live up to the changing demands and trends by adding new styles and designs. Vetra has been a part of the outdoor furniture market for many years, introduced synthetic wicker line in 2008 and now recently have introduced Sunbrella strap furniture and teak line. The strap and teak collection can comfortably be used indoors as well. The company has supplied furniture to numerous hotels, restaurants, cafes and other public places around the world. Being a manufacturer, every particular desire and requirement can be customised and made according to customer personal needs. The company can match craftsmanship with clients decor. The raw materials used are environment-friendly and recyclable. The USP of furniture is that it is maintenance free - just basic cleaning keeps it looking sharp for a lifetime. The range is the epitome of quality, design and durability. To add quality and glamour to furniture, they have tied up with a leading US based company called SUNBRELLA, which manufacturers fabric made of acrylic fibre that is excellent for the outdoors, requiring minimum care and maintenance. The company offers years of carefree warranty for its product against fading. Modi Woodspace Pvt. Ltd. anuj@vetrafurniture.com The information published in this section is as per the details furnished by the respective manufacturer/distributor. In any case, it does not represent the views of Hammer Publishers Pvt. Ltd.

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BUSINESS OPPORTUNITY

BLUE FAB Table Linen & Uniform

Our Prestigious Clients: Taj | ITC | Ramada | Radisson | Country Inn & Suits T3 Airport-GMR | Supertech | Brys | Golden Tulip | Samrat | Janpath | Peppermint 32nd Miles Stone | Ambassdor sky chef [flight kitchen] | Gymkhana Club Delhi Golf Club | DLF Club | Palm Country Club | Chancellor Club Sanjay Mallick: (Mob) +91 9810447216, +91 9868477029 A-7/1143, 1st Floor, Jagdamba Market, Rithala, Rohini, Delhi-85 E-mail: bluefab@gmail.com | Website: www.bluefabindia.com

Advertiser’s Inde x Company

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AMBIENTE india 2016 59 ARCHII 43 BAKERS SHOPPEE 11 BLUE FAB 67 combii organochem pvt. ltd. 51 dhobighat 67 edt expo 2016 65 fcml distributors pvt. ltd. 31 f&f global pvt. ltd. 33 fha 2016 45 GCMMF LTD. (AMUL) 09 GRALIT INDIA BIOTECH P. LTD. 18 HEIMTEXtil india 2016 55 home comfort texo fab 10 hotelex 2016 53 hotremai 47 ifb industries ltd. 25 infinity hygiene care 14 jaygee group 57 k.k hangers 49 loomcrafts furniture india pvt. ltd. 26, 27 mehta furnishers 13

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Company

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MKN INDIA 35 pushkal textiles 12 raenco mills p. ltd. 37 RANS TECHNOCRATS (iNDIA) PVT. LTD. bc reliance recron 01 remington steel arts 67 SAMRAT FURNISHERS 39 sial china 2016 61 SIO VASSUNDHARA INTERNATIONAL PVT. LTD. 15 SNOOZER BEDDING LTD. 19 sony india gf STACKWELL 41 Supershine Laundry Systems Pvt. Ltd. bic systems india PVT. LTD. 07 TAJINDER BINDRA DESIGNS 16 trend N Design fic united 7 inc. 23 unique trees 21 Venus Industries 05 winterhalter india pvt. ltd. 17 Business opportunity 67

* BIC - BACK INSIDE COVER * BC - BACK COVER

Nov-Dec ’15

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Intervi ew

Hotel Business Review

Managing a Pristine Expression in Hospitality By Sharmila Chand

Chandrashekhar Joshi, the General Manager of JW Marriott Mussoorie Walnut Grove Resort & Spa, graduated from IHM Pusa, New Delhi and began his career in 2000 with Le Meridien Pune, in the food & beverage department. In 2004, he moved to Mumbai to join the Renaissance Mumbai Convention Centre Hotel. Although he had a food & beverage role, with his inquisitive mind he gained exposure and experience in the workings of varied departments of hotel, ranging from operations to sales and marketing. In 2007, he entered the exciting world of sales & marketing. The excerpts of the interview follow: Give an overview of the property

JW Marriott Mussoorie Walnut Grove Resort & Spa is the first resort property of the JW Marriott brand in India. The resort opened on 1st October 2014. We have a huge entertainment centre spread across 12,000 sq. ft. complete with a two lane bowling alley, gaming consoles, pool tables, billiard room and a separate play area for young kids. Our resort also features the Cedar Spa by the renowned French wellness brand — L’Occitane, which has its spas established only in select locations across the country. The five restaurants of the property offer a range of cuisines. We also have a greenhouse where we grow our very own herbs and vegetables, which adds a unique dimension of freshness to the food we serve. Our location in the midst of pristine mountain terrain also gives us the advantage of being an ideal getaway, far from the hustle and bustle of the city. The resort has introduced a collection of local experiences to unveil the lesser known aspects of Mussoorie to discerning travellers. Among many of the experiences, the highly recommended ones are a sojourn to a local village to experience traditional Garhwal lifestyle, and the unusual method of storing corn, Sir George Everest Trek, Benog Hill Trek, Dalai Hill Trek and Bird Sanctuary Trail to name a few. For guests seeking an adventurous holiday, the hotel organises river rafting and paragliding on request. Families visiting Mussoorie with kids can choose to participate in kids’ friendly initiatives by the resort such as Farming Lessons, Paper Origami, Pot a Plant, Junior Master Chef and Salsa Moves. Moreover, the F&B team of the resort 68

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has introduced a unique dining concept that allows its guests to experience dining in the lap of nature. Under this on-request offering, guests get to have tailor-made food in the beautiful surroundings of Mussoorie such as, breakfast in the Kempty Fall stream, lunch/high-tea in a farm, light lunch in the pine forest and lunch in the greenhouse of the resort, surrounded by exotic flowers and herbs. What is the marketing strategy you have adopted to promote your property?

Whilst opening the resort, it was important for us to position ourselves right as we wanted to be a premier family style resort in north India. With our aggressive marketing efforts, I can confidently say that we are moving in the right direction. We have conceptualised some very interesting room packages which are selling across all our channels. The idea is to deliver value for money to our guests, yet driving the premium which is backed by the exceptional experience that the team delivers. Being a resort, it becomes critical to price our weekends right and our Revenue Team keeps a very close watch on the same. At the same time, reviews in terms of pricing are done on a weekly basis to ensure that we are priced in line with other resorts of similar nature. Interesting food and beverage/ recreation concepts such as Breakfast by the Stream, Farm Lunches, Nature Treks, etc. have been well received and see a lot of traction. These activities help us drive a lot of incremental revenue. I am pleased to share that our resort is the highest average rate driving property

amongst the Marriott India portfolio. What distinguishes your property from others in the same bracket?

The authentic, intuitive and crafted service of brand JW Marriott, and our pristine setting are what sets the hotel apart from most of the competition. The personal and attention-to-detail service provided by all our associates is well commended by our guests. The resort offers a variety of F&B outlets and options which is huge for a resort like us. Apart from the above, our one-of-itskind recreation zone, The Den, the Cedar Spa in association with world renowned brand L’Occitane, and our outdoor activity options are what set us apart from the other established hotels and resorts.

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

We plan to introduce many unique concepts. Under the ‘Experience Dining’ concept, guests will be given an option of dining in the most spectacular locations of Mussoorie, such as, under the stars, in a jungle, to name a few. Cedar Spa will offer guests therapies and treatments inspired by the Gharwal region. We have designed custom-made travel packages that will showcase Mussoorie to guests in a completely new light; the latest curated package was the Walnut Trail itinerary that introduced guests to the iconic Walnut Tress of Mussoorie. Furthermore, innovative offerings with interesting packages for people wanting to have a destination wedding and activities combining fun and leisure for company off sites will be reality in the next year.


Mar-Apr ’15

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Hammer Food & Beverage Business Review

Oct-Nov ’15

Hotel Business Review (Nov-Dec 2015)  

Merry Christmas to all Readers ! In this issue, we have focused on healthy food and impeccable hygienic housekeeping initiatives across some...

Hotel Business Review (Nov-Dec 2015)  

Merry Christmas to all Readers ! In this issue, we have focused on healthy food and impeccable hygienic housekeeping initiatives across some...

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