November

Transcription

November

magazine
NOVEMBER 2015
Vol 15 Issue 11 Pages 70 `50
A MONTHLY ON HOSPITALITY TRADE
By DDP Publications
INBOUND
SEASON
CHECK-IN
CHECK-OUT
CONCIERGE: AT YOUR SERVICE!
PRESIDENT’S MESSAGE
Dear Fellow Members,
A
Bharat Malkani
President, FHRAI
s the winter wind brings favourable weather into the subcontinent, let us all hope it also
bodes well for a prosperous inbound season for tourism and hospitality.
With rising competition, there remains the need for innovative strategies to optimise rates.
Varied options for revenue management need to be applied, keeping in mind the constantly
changing consumer trends. Hotels packages can be aimed at weekend travellers, women
travellers, day spas and medical and wellness tourism—moreover, added activities in your hotels
will make them more marketable. Travellers today are looking for holistic packages and if hotels
can provide these, they are sure to increase sales.
While there seems to be a rising revolution in start-ups, especially in the technology field, growth
and evolution is slower as far as hotels are concerned. While many innovative restaurants have
developed at a smaller scale, concept and theme hotels are yet to come up in India. This is one
area that newer entrepreneurs can look at working in. Futuristic hotel design will be the calling
card for the millennial generation. How we manage to motivate the youth to join this profession,
acquire skills, imbibe a sense of pride in this profession and then work in Indian hotels
remains a challenge.
In the cover story of this issue, we focus on the role and responsibility of the concierge desk. The
concierge desk often functions as the backbone of the hotel. If there are competent people at
the concierge, they can provide personalised assistance and win the loyalty of guests, in an age
in which different brands are competing with various loyalty programmes. We also find out how
hotels can garner the loyalty of guests by providing flexibility in check-in and check-out timings.
The facilities of e-Tourist Visa (eTV) have been extended to 113 countries and the government will
extend it to 150 countries by March next year. Italy and the Kingdom of Saudi Arabia are likely
to be some of the new additions. From seven airports, the eTV facility is likely to be extended
to seaports as well. During the month of September 2015, a total of 31,729 tourist arrived on
e-Tourist Visa as compared to 2,170 during the month of September 2014, registering a growth
of 1362.2 per cent. Hope this bodes well for more occupancy in all of our hotels.
I wish you all the very best for the festive season. May the lights of Diwali warm your hearts and
may the season bring prosperity in all your endeavours!
With warm regards,
Bharat Malkani
President, FHRAI
How we manage
to motivate the
youth to join this
profession, acquire
skills, imbibe a
sense of pride in
this profession and
then work in Indian
hotels remains a
challenge.
NOVEMBER 2015
COVER STORY
32
CONCIERGE: AT YOUR
SERVICE!
In an age where personalisation adds to the
value-add of the hotel, the concierge plays a vital role.
PICTURE ON THE COVER
32 COVER STORY
Park Hyatt Goa Resort and Spa
&217(176
THIS MONTH
PRESIDENT’S MESSAGE
SECRETARY’S MESSAGE
FHRAI DESK
NEWS UPDATES
EVENTS
PRODUCTS & SERVICES
APPOINTMENTS
03
08
10
24
62
64
66
48 FRONT OFFICE
FEATURES
OPINION 20
GEARING UP FOR THE
INBOUND SEASON
Senior members of FHRAI tell us how the
hospitality industry plans to cope with the
upcoming tourist season
56 NEWS UPDATES
SECRETARY GENERAL
Amitabh Devendra - [email protected]
EDITOR
Deepa Sethi - [email protected]
PUBLISHER
Gunjan Sabikhi - [email protected]
ASSOCIATE EDITOR
Kanchan Nath - [email protected]
DESK HEAD, MAGAZINES
Ambica Gulati
CREATIVE DESIGN
Tushar Upadhyay
Raashi Ajmani Girdhar
6
November 2015 I www.fhrai.com I
MARKETING & SALES - DELHI
Anand Dutt - [email protected]
Senior General Manager (+919650196517)
Rajat Tyagi - [email protected]
Deputy General Manager (+919650399909)
MUMBAI
Harshal Ashar - [email protected]
General Manager (+919619499167)
54
Priyanshu Wankhade - [email protected]
Manager Advertising (+919619499170)
FHRAI - MARKETING
S.P. Joshi
Shradha Kapoor - [email protected]
Assistant Manager – Marketing (+919650196525)
PRODUCTION MANAGER
Anil Kharbanda
Gaganpreet Kaur - [email protected]
Assistant Manager (+919650399934)
ADVERTISEMENT DESIGNERS
Vikas Mandotia
Nitin Kumar
FEATURES
FRONT OFFICE 48
CHECK-IN CHECK-OUT
A guest’s experience during check-in
and check-out can leave him with a
lasting impression of a hotel.
GUEST COLUMN
SEXUAL HARASSMENT
54
Shweta Luthra writes on the
implementation of the law against the
sexual harassment of women in the
workplace in the hospitality industry.
KITCHEN DESIGN 56
INDIA KITCHEN &
FOOD SERVICE DESIGN
SUMMIT 2015
58 CHEF TALK
A report of this event which sensitised
hospitality professionals of the need to
raise the level of food service design
and facilities in India.
CHEF TALK 58
ODIYA DELIGHTS
Gautam Kumar, Executive Chef,
Mayfair Lagoon and Mayfair
Convention talks about Odiya cuisine
64 PRODUCTS
54 GUEST COLUMN
FHRAI
B-82, 8th Floor, Himalaya House
Kasturba Gandhi Marg, New Delhi 110001
Tel: 91-11-40780780, Fax: +91-11-40780777
Email: [email protected]
FHRAI Magazine is printed and published by
Gunjan Sabikhi on behalf of Federation of Hotel and
Restaurant Association of India and printed at
Cirrus Graphics Pvt.Ltd., B 62/14, Phase-II, Naraina
Industrial Area New Delhi 110028 and published at
Durga Das Publications Pvt. Ltd.
72 Todarmal Road New Delhi 110001
Email: [email protected]
Tel : 91-11-41669575 Fax: 91-11-41669577
This issue of FHRAI Magazine contains 66+4 pages cover
All information in the FHRAI Magazine is derived from
sources, which we consider reliable and a sincere effort is
made to report accurate information. It is passed on to our
readers without any responsibility on our part. The publisher
regrets that he cannot accept liability for errors and omissions
contained in this publication, however caused. Similarly,
opinions/views expressed by third parties in abstract and/or
in interviews are not necessarily shared by FHRAI Magazine
or DDP. However, we wish to advice our readers that one or
more recognised authorities may hold different views than
those reported. Material used in this publication is intended
for information purpose only. Readers are advised to seek
VSHFLÀFDGYLFHEHIRUHDFWLQJRQLQIRUPDWLRQFRQWDLQHGLQWKLV
publication which is provided for general use, and may not be
appropriate for the readers’ particular circumstances.
Contents of this publication are copyright.
No part of FHRAI Magazine or any part of the contents thereof
may be reproduced, stored in retrieval system or transmitted in
68 F&B
any form without the permission of the publication in writing.
The same rule applies when there is a copyright or the article
is taken from another publication. An exemption is hereby
granted for the extracts used for the purpose of fair review,
provided two copies of the same publication are sent to us for
our records. Publications reproducing material either in part
or in whole, without permission could face legal action. The
publisher assumes no responsibility for returning any material
solicited or unsolicited nor is he responsible for material lost
or damaged.
This publication is not meant to be an endorsement of any
VSHFLÀFSURGXFWRUVHUYLFHVRIIHUHG
The publisher reserves the right to refuse, withdraw, amend or
otherwise deal with all advertisements without explanation. All
advertisements must comply with the Indian and International
Advertisements Code. The publisher will not be liable for any
damage or loss caused by delayed publication, error or failure
of an advertisement to appear.
SECRETARY’S MESSAGE
Vivek Nair
Hony. Secretary
FHRAI
Dear Fellow Members,
F
HRAI’s Golden Jubilee celebrations, which were held in the city of Bhubaneswar,
were an outstanding success. All of us in the Executive Committee and the
Convention Organising Committee would like to thank the members for their full
and spontaneous support.
The major success of the convention was thanks to the Hon’ble Chief Minister of Odisha,
Shri Naveen Patnaik’s encouragement of the promotion of tourism in the state through a
smooth and seamless process for the approvals of new hotel projects. Espousing this process will greatly enhance the flow of investments into the tourism sector.
The theme of the convention was ‘Athithi Deva Bhavo – the legacy continues’. Eminent
speakers from different walks of life spoke about their travel experiences around the world.
They compared these experiences to what is provided in India with a winning smile and
which truly enshrines the spirit of Atithi Deva Bhavo. Several sessions were held over the
next two days which deliberated over the various tasks before our sector and the challenges faced by it.
The present
employment level
of 53 million can
go upto 87 million
in the next 5-7
years if we are able
to add 180,000
guest rooms
to the existing
accommodation
infrastructure of
120,000 guest
rooms.
8
It has been highlighted on various occasions that the tourism sector can indeed be a
tremendous employment generator. The present employment level of 53 million can go upto
87 million in the next 5-7 years if we are able to add 180,000 guest rooms to the existing accommodation infrastructure of 120,000 guest rooms. The challenge however, is the
mobilisation of the `2,00,000 crore which are required to achieve this objective. This is
indeed a very daunting task and will require tremendous incentives to be accorded by both
the centre and state governments. Among these is the ease of obtaining permissions for
putting up new hotels by setting up a single window clearance system for quick approvals
and other permissions such as from the Pollution Control Board, Fire Force, Water Board,
the Electricity Department and, of course, Police and Municipal Corporation and also for the
Environment Assessment. Also, they must provide infrastructural support and the policies for
sectors like aviation such as open skies, civil policies and new airports.
Without doubt, the convention succeeded in projecting what can be achieved in the future
if the aforesaid proposals are met.
I wish all the members all the best for the festive season!
With kind regards,
Vivek Nair
Honorary Secretary, FHRAI
FHRAI DESK
HRAWI WELCOMES MAHARASHTRA CM’S
BOOST TO HOSPITALITY AND TOURISM
M
aharashtra Tourism’s Maharashtra International Travel Mart
(MITM) 2015 became a landmark
event for tourism in the state, as Chief
Minister Shri Devendra Fadnavis announced some major reforms for the
hospitality industry. In a bid to boost
tourism in the state, the chief minister
expressed his commitment to ‘Ease
of Business’ by clubbing common
permissions and scrapping some of
HRAWI
Bharat Malkani
President, HRANI
the outdated licenses as they were
archaic and had outlived their usefulness. These reforms are based on the
proposals submitted to the government over a decade. After convincing
everyone concerned, the Hotel and
Restaurant Association of Western India (HRAWI) single-handedly got some
of the key resolutions passed by the
chief minister, such as the reduction of
operating licenses from 75 to 25, the
reduction in the requirment of forms
SIHRA
M
10
PCM Santhanam
EC Member, SIHRA
for obtaining all these licenses to only
five and the abolishment of event
licences for pre-designated locations
and permissions for live performances.
Bharat Malkani, President, HRAWI,
said that this was a big step forward
that would lead to an increase of
investments in the hospitality industry
for Maharashtra. “We have been
engaging with the various departments of the state government such
as the police, BMC and excise among
others, as well as with the central
government for the last ten years on
this. The impact of this move will be
visible in the immediate to the long
term. We are absolutely thrilled with
the chief minister’s announcement
and are grateful to the government
for acknowledging and addressing
our woes.” HRAWI has been advocating the implementation of an online
single window clearance system
for renewal of licenses for the hotel
industry, through a consultant appointed by MTDC. The association had
also submitted a proposed Tourism
Policy 2015 with a vision statement to
the Government of Maharashtra.
“Licenses with a common purpose were clubbed within a single
license, while out-dated regulating
licenses were annulled with the
concurrence of the concerned authority on practical time-lines. With
the implementation of the proposal,
MTDC would become the nodal
agency to which restaurants and
r PCM Santhanam Chairman and
Managing Director Fortune Pandiyan
Hotel, Madurai continues as a member
of the Executive Committee of SIHRA.
Fortune Pandiyan Hotel a member ITC’s
hotel group, Madurai, completes over 45
years of serving guests with Madurai’s
traditional warmth and hospitality. The
hotel opened its doors in 1968 as Pandyan Hotel. The hotel was part of the Taj
hotels will apply for new reduced licenses and existing renewals. MTDC
will act as a single window that will
in turn fetch all licenses from the
relevant departments and have the
applicants pick them up from the
same window, preferably online.
on. A single window will increase
This is a big step
that will lead to
an increase of
investments in the
hospitality industry.
the room and restaurant supply
for the state besides reducing the
waste of time for everybody. It will
increase efficiency as well,” said
Kamlesh Barot, past President,
HRAWI. “Ultimately we should be
able to curb the number of licenses,
permits, NOCs and registrations
from 112 to 20 for opening a new
establishment as well as simplify
the renewal of existing licenses
and ensure the abolishment of the
archaic rules of the BMC, police
and excise departments, energy and
labour departments, among others.
If sanctioned and implemented
at the earliest, the proposal has
the capacity to boost tourism and
realise the ‘corruption-free India’
dream, at least for the hospitality
sector,” concludes Barot.
group of hotels from 1976 to 1986 and
has been part of ITC’s hotel group since
2003. Fortune Pandiyan has evolved with
changing times and steadfastly continues
to promote the development of Madurai
by serving visitors and locals. The hotel
promotes local arts and cultural activities
since opening its doors and for 45 years
to remain a landmark for hospitality in
Madurai.
FHRAI DESK
MORE MAHARASHTRA GOVT FUNDS FOR
IMPROVING TOURISM INFRASTRUCTURE
E
HRAWI
xtending complete support from
the state government and the
finance department for boosting
tourism in Maharashtra, Shri Sudhir
Mungantiwar, Minister for Finance,
Planning and Forests announced
the grant of more funds for
improving tourism infrastructure
across Maharashtra.
Speaking at the first edition of Maharashtra International Travel Mart
(MITM) 2015, Shri Mungantiwar
conveyed the government’s resolve
to make Maharashtra the most
sought after tourism destination in
India in the near future and assured
the continuous and uninterrupted
funding for tourism projects. Advocating the need to showcase the
dynamic tourism potential of Maharashtra, Shri Mungantiwar appealed
to the stakeholders to explore
unconventional areas of tourism and
develop innovative products. He said
that the Sanjay Gandhi National
Park, in the hinterland of India’s
most urbanised city of Mumbai, will
see a complete revamp. This included forest conservation, preservation
of rare species of plants and special
efforts to highlight the park for its
butterflies. The minister maintained
that adequate funds will be granted
for the makeover.
Maharashtra Governor, Shri C H
Vidyasagar Rao, in his guest
address, praised the global forum
of MITM. Citing tourism as the only
‘ism’ in the world in an era when
the world has become a global
village, he advocated the need
for showcasing the potential of
Maharashtra on a global scale and
encourage the stakeholders to forge
mutually sustainable opportunities.
He said, “India is emerging as a
Sanjay Gandhi
National Park in
Mumbai will see a
complete revamp
global power. The world is keen to
explore India and India is keen to
explore the world. It is a win-win for
both to explore economic opportunities and strengthen social ties.
Bharat Parv, an Indian tourism initiative, has given impetus to domestic
tourism. About 3.55 million tourists
visited India from January to June
2015. Maharashtra has been at
the forefront of attracting global
tourists and with MITM, the
state will be able to revamp the
tourism landscape.”
Prof Ram Shinde, Minister of State
for Tourism, and Parag Alwani, MP,
were present on the occasion. Valsa
Nair Singh, Principal Secretary, Department of Tourism, Maharashtra,
and Paraag Jaiin Nainuttia, Managing Director, MTDC, welcomed the
dignitaries.Awards were given to
women who made a significant difference in the tourism industry. They
were hosted by the India Chapter
of the International Institute Peace
through Tourism (IIPT).
DRY DAYS IN WEST BENGAL
T
HRAEI
Sudesh Poddar
Hony. Treasurer, FHRAI
12
his October, West Bengal announced five dry days which were not enforced during the last decade. The number of dry days in West Bengal is the highest in the
country. Owing to frequent dry days, declared more so during festivals, the tourists who visit West Bengal during these times suffer because they don’t get alcohol
either in the hotels and restaurants or in shops. Sudesh Poddar, Hony. Treasurer, FHRAI said, “In my opinion the dry days contribute, among other factors, to the reduced
number of tourist both foreign and domestic. We have made an appeal to the finance
minister for relaxing the dry day norms and are expecting positive results.”
FHRAI DESK
L-R : Mr. R.N. Kukreja,Vice President HRANI, Mr. Bharat Aggarwal, Treasurer HRANI, Ms. Renu Thapliyal, Secretary General HRANI, Mr. Luv Malhotra,
President HRANI, Mr. Garish Oberoi, Hony. Secretary HRANI, Mr. Suresh Kumar,Vice President HRANI & Mr. Arun Dang, Hony. Jt. Secretary HRANI.
HRANI GEARING UP FOR 3rd CONVENTION
T
HRANI
HIRD HRANI CONVENTION:
After the spectacular success of
the past HRANI (Hotel & Restaurant
Association of North India) biennial
conventions, the organisation is
gearing up for its new endeavour,
the 3rd HRANI Convention, to be
held between 18 and 19 December
2015, at Le Meridien, Janpath Road,
New Delhi. The convention will be
on the theme ‘Hospitality Industry –
Made in India’.
14
The HRANI Convention will highlight
the aspirations and visions of
the hospitality industry and will
provide a great learning platform
for the delegates to discuss the
emerging trends, opportunities
and technologies in the industry.
According to Luv Malhotra,
President, HRANI, the convention
will take stock of the industry
scenario in the region and will
deliberate on the future. There are
a number of issues related to the
industry in the region. While some
were common, a few others were
specific to states, he said. These
issues would be discussed at the
conclave. “December is a good time
to reflect on the past and to prepare
for the year ahead,” he said.
The intention, Malhotra said, was
to work closely with the other
stakeholding associations of the
HRANI Convention
will provide a great
learning platform
for the delegates to
discuss the emerging
trends, opportunities
and technologies in
the industry.
travel and tourism industry in the
region. Therefore, the key leaders of
the travel and tourism associations
would be invited for the convention,
he added.
Northern India tourism, with its rich
culture, heritage, and incredible
natural beauty, has grown in leaps
and bounds over the years and
has gained its unique identity as a
potential contributor to the growth
and development of Indian tourism. In North India you will witness
the captivating spectrum of ancient
and modern architecture and other
creative expressions as well as fairs
and festivals that define its multicultural milieu.
ABOUT THE HOST CITY: Endowed
with past glory, the seat of empires
and with magnificent monuments,
vivid cultural diversity and mesmerising traditions of warm hospitality,
Delhi deservedly ranks amongst the
most captivating tourist destinations. The vibrant city of Delhi is a
commanding symbol of new India,
representing a seamless confluence
of heritage and modernity. Delhi
will provide a befittingly spectacular
backdrop and an idyllic setting for
this prestigious event.
MORE ABOUT THE EVENT: The
HRANI Convention draws together
a wide cross-section of influential
voices, iconic thought leaders and
distinguished dignitaries from the
FHRAI DESK
central and state governments as
well as the leading luminaries of
the Indian hospitality industry, all
under one roof. It will include several
presentations, panel discussions and
case studies as well as interactive
events on the sidelines. The speakers
include both prominent members of
the fraternity who have rich experience as well as young turks who
have rewritten the rulebooks. The
list of eminent speakers for the high
voltage plenary sessions have always
proven to be relevant professionally.
This is from the standpoint of fresh
ideas for sustainable and responsible
business growth and nation building.
The association stresses on continuing the tradition this year as well.
HRANI
The event will offer a golden opportunity to the major players of
the hospitality and service industry
in India. They can showcase their
products and services during the
convention by becoming the sponsors.
16
HIGHLIGHTS @BUSINESS SESSIONS
The 3rd HRANI Convention will serve as a vibrant showcase for contemporary trends, cutting edge innovations
and international best practices in the rapidly evolving
hospitality industry through its meticulously structured
business sessions, listed below:
Blending New Strategies With
Proven Brands And Their Adaptation: Hospitality Made In India
Trend Setting Restaurants –
Chasing The Millennial
Hr & Skills Development For
Future Growth
Innovative And Creative Food
For Tomorrow
The Art Of Online – Dominance
Or Disruption?
Hospitality Iq: Battle Of The
Brands
Property Owners Gradually
Moving Towards Management
Contracts Or Franchising
Issues & Concerns Of Hospitality
Industry : The Way Forward
The convention will serve to be a platform to meet, ponder and identify the
best way forward to meet the challenges of today for the better tomorrow.
The sponsors will get tremendous
exposure as the promotional material
will reach all participating members.
Organising the third edition of the
HRANI convention brings with it a
sense of fulfilment to the organisers
and marks yet another milestone in
HRANI’s incredible journey.
MOT
PROMOTING THE LAND OF YOGA
H
osted from November 2-5 2015 in London, the World Travel Market witnessed a
congregation of international travel professionals who gather every year in November to
network, negotiate and conduct business.
Suman Billa
Joint Secretary
Ministry of Tourism
18
According to Suman Billa, Joint Secretary,
Ministry of Tourism, the Indian travel and tourism brigade had planned to create a big splash
at the World Travel Market this year. “This
year, a huge Indian delegation will be attending WTM, led by the Tourism Minister himself,”
he said before the event. “We also have a
space of around 800 square metres for the
Indian Pavilion and have received a lot of support from the private sector. Alongside, we are
sponsoring the Buyers’ Club lounge this year
where the space will be branded by Incredible
India decor and Indian food will be served. The
whole idea is to target every buyer and give
them a preview of what India is like and what
we have to offer.” He had added that complimentary outdoor campaigns had been planned
and the Incredible India branding would be
sited all over the city. Video screens will also
display the Incredible India commercial.
On speaking about the projection of India,
Billa had elaborated that the main focus is to
promote the country as a wellness destination
and the land of yoga. “After the Prime Minister’s International Yoga Day initiative received
such a huge response, we are highlighting the
country as a wellness and yoga hub. We need
to make a conscious effort to re-establish the
fact that India is indeed the land of yoga and
wellness,” he commented.
Billa seemed positive about the reception and
the outcome of WTM, more so since London
is hosting the prestigious travel trade event.
He explained, “The UK is a fairly established
market and Europe is familiar with India and
its culture. We are expecting to see good results especially since we are highlighting yoga
and wellness tourism. This works as a strong
advantage and hopefully, we will receive an
incremental inbound growth.”
XXXXX
OPINION
Gearing up for the
INBOUND
SEASON!
Regional presidents and senior members of FHRAI share how
the hospitality industry copes with the challenge of the
October to March tourist season.
LUV MALHOTRA
Vice President
FHRAI
October till March every year is generally the time that all hotels look forward to. Expected
higher occupancy due to higher inbound traffic and a general festive mood adds to the hoteliers’ delight. This year should be no different. Most hotels are expecting higher occupancies
from corporates (both Indian and foreign) due to government initiatives which are opening up
opportunities for investment across various sectors thereby increasing business travel. This adds
to food and beverage revenue as do the end of the year annual corporate events. However,
the e-visa scheme that was supposed to be the game changer has yet to bring in the desired
results. We are hoping that this shall change during the course of the season. Demand pick up
has been offset by the supply that has increased over the past few years and this has dragged
rates downwards. Although there has been no major increase in supply in the past year we
expect the increase in prices to be only a few per cent higher.The demand for leisure is set to
continue increasing. This has the support of the state tourism boards, hotels, tour operators
and, most importantly, the online travel agents. Packages for weekends, holidays and destination promotions, especially on online portals, have shown an upward trend and hopefully they
will continue to bring in visitors to popular destinations. Hotels are doing their bit by making
the packages more attractive with additional sops (wi-fi, free breakfast) and competitive pricing. We expect this season to be better, with increased occupancies and the future too, with
higher ADRs.
Demand pick up has been offset by the supply that has increased over the past
few years and this has dragged rates downwards.
20
XXXXX
OPINION
DILIP C DATWANI
Senior Vice President
HRAWI
The hospitality industry is gearing up for the festive season and the inbound tourist influx
2015/16. With the festive season and the tourist influx arriving simultaneously, increased pressure is bound to be put on the hospitality industry, as the staff will be pushed to their limits.
Preparing for the peak season requires a lot of forethought and consideration for creating a
festive atmosphere. Come festive season and hotels will offer exciting and innovative packages
during the months ahead that will be customised as per the travel patterns and preferences
of the guests. The food and beverage promotional activities play an important role in engaging guests and providing them with a truly enjoyable experience. To win over guests, hotels will
ensure their offers/packages are competitive and provide excellent value for money. Given the
wide repertoire of food and beverages, the pricing of menus will be in keeping with the signature
offerings. Hotels will have a line-up of online campaigns on various social media platforms as,
in todays competitive world, digital and social media play a pivotal role in an organisation–the
most important goal being engagement with different segments of customers across the globe.
Preparing for peak season requires a lot of forethought and consideration
for creating a festive atmosphere.
K SYAMA RAJU
Vice President
FHRAI
The various state tourism boards have taken up aggressive tourism promotions in both domestic and
international markets by participating in all major and medium fairs and conducting road shows and
we expect there will be an upward trend in tourist arrivals. The industry has realised the importance
of social media and online marketing and many hoteliers have upgraded their infrastructure to
prepare for bookings from different parts of India and across the world. It is expected that there will
be more and more social media users, leading to an upward trend in inbound tourism. Domestic
tourism has increased over the years. The travel cycle, that is, the tourist season, is no more restricted
to summer, Dusshera or Christmas holidays anymore and domestic and local tourists are travelling
throughout the year. Weekend getaways, especially, are becoming popular with young travellers.
The travel cycle, that is, the tourist season is no more restricted to summer, Dusshera or
Christmas holidays anymore and domestic and local tourists are travelling throughout the year.
SUDESH PODDAR
Hony. Treasurer
FHRAI
We are expecting good business in Eastern India from the month of October to March. It is a big
challenge to cope with the demand for rooms during this period. Four to five new five-star properties are opening in Kolkata very shortly. Also, new star properties are coming up in the tier-II
cities of Eastern and Northeastern India like Ranchi, Guwahati and others. Kolkata is poised to
add around 2,000 five star hotels rooms by 2016 and another 1,000 new rooms are coming up
in the tier-II cities of the Northeast. The supply will be higher then the demand and we don’t
foresee a shortage of hotel rooms in this region.
Kolkata is poised to add around 2,000 five-star hotel rooms by 2016 and another 1,000
new rooms are coming up in tier-II cities of the Northeast.
22
XXXXX
nd WEST INDIA
2
TRAVEL AWARDS
The India Travel Awards–West 2015 celebrated its second edition in Goa. Held at Grand Mercure
Goa Shrem Resort, the glittering awards ceremony identified and rewarded excellence.
A
fter the grand success of its fifth edition, the India
Travel Awards travelled to the sunny state of Goa
to celebrate outstanding achievers from West India
region. The second edition of the West India Travel Awards
saw a gathering of the best known faces and companies
in the industry. Held on the night of October 14, 2015 at
Grand Mercure Goa Shrem Resort, the event was graced
by Dilip Parulekar, Minister for Woman & Child Development, Tourism, Ports, Protocol, Government of Goa, and
Nikhil Desai, Managing Director, Goa Tourism Development Corporation (GTDC).
The black tie event brought together more than 120
guests for an exciting evening celebrating tourism excellence. The objective of these awards is to advance and
promote the success and prosperity of the sector. The
awards were presented to achievers from different segments of the industry which included aviation, domestic
and international tourism boards, hotels and resorts,
travel agents, tour operators and technology.
24
Congratulating DDP on an outstanding awards ceremony,
Parulekar said, “I am very happy to be amidst so many
winners. The awards ceremony was very well organised
and I hope that these awards given out to the tourism and
hospitality industries continue. Goa has generally been
popular for its beaches but there have been a lot of efforts
since the last three years to come up with innovative ideas
to develop newer products. As a result, in the coming days,
Goa will start activities like hot-air ballooning, and with
amphibious vehicles, seaplanes, ropeways, and so on. I
hope that we will take the current tourist arrivals of six
million tourists to Goa to more than seven million tourists
this year. I urge all of you here to extend your support to
us for this.”
Speaking about the awards, Desai said, “These awards
will motivate a lot of industry leaders to achieve the
levels of excellence which others have achieved today.
While cheering on the winners I think these awards will
act as a great motivator to others who haven’t been
XXXXXXX
NEWS
UPDATES
The winners of second edition
of the West India Travel Awards
celebrate with their trophies at the
Grand Mercure Goa Shrem Resort
West India Travel Awards
List of Award-Winners for Hospitality Categories
able to make it to the podium tonight. I’m sure these awards
will definitely set a benchmark in the coming years.” SanJeet,
Mentor, India Travel Awards, said, “We all know that the tourism industry has many awards given away at the national and
global levels but none on a regional platform. The India Travel
Awards recognise the true stars of India. Frankly, the real heroes
of the industry come from the different regions and far corners
of India. These awards, in their second year, salute the industry
achievers who have been the backbone of this industry.”
The Gallery of Legends award was given to Kesari Raoji Patil,
Founder and Chairman, Kesari Tours. Urrshila Kerkar, Executive
Director, Cox & Kings, won the DDP Game Changer award while
Arjun Sharma, Chairman and Managing Director, Select Group
and Le Passage to India, was adjudged the winner of the Tourism Ambassador award. Nitan Chhatwal, Managing Director,
Shrem Resorts, received the DDP Trailblazer award. Ruchir Bang,
CEO, roomsXML, was adjudged the Face of the Future while
Entrepreneur of the Year award was given to Aparna Basu Mallik, CEO, Club 7 Holidays.
NO.
CATEGORY
NAME / ORGANISATION
1
Gallery of Legends
Kesari Raoji Patil
2
DDP Game Changer
Urrshila Kerkar
3
Tourism Ambassador
Arjun Sharma
4
DDP Trailblazer
Nitan Chhatwal
5
Face of the Future
Ruchir Bang
6
Entrepreneur of The Year
Aparna Basu Mallik,Club 7 Holidays
7
Best Luxury MICE & Wedding Hotel
Sayaji Indore
8
Best City Hotel
Novotel Pune
9
Fastest Growing Hotel Brand - Franchise
Ramada
10
Best Spa & Wellness Resort
Grand Mercure Goa Shrem Resort
11
Best Luxury Camp
The Ultimate Travelling Camp
12
Best Luxury Hotel
JW Marriott Hotel Mumbai Sahar
13
Best Business Hotel
Crowne Plaza Ahmedabad City Centre
14
Best Mid Market Hotel
Mercure Lavasa
15
Best Boutique Hotel
Ramee Grand Hotel & Spa
16
Best All Inclusive Hotel
Heritage Village Club Goa
17
Best Design & Well Maintained Hotel
Novotel Goa Shrem Resort
18
Best Debut Mid-Market Hotel
Effotel Hotel by Sayaji
19
Best Boutique Resort
Upper Deck Resort, Lonavala
20
Best Gaming Destination
Deltin Royale
21
Best Economy Hotel
ibis Navi Mumbai
NEWS UPDATES
LAUNCH
SAROVAR ENTERS AGRA WITH CRYSTAL
SAROVAR PREMIERE
C
ompleting the Golden Triangle of
hospitality in the north, Sarovar
Hotels & Resorts opened the Crystal
Sarovar Premiere in Agra. The hotel adds
up as the group’s fifth property in Uttar
Pradesh. Other hotels in UP are Nidhivan
Sarovar Portico, Vrindavan, Mahagun
Sarovar Portico, Ghaziabad, Park Plaza,
Noida and La Place Sarovar Portico,
Lucknow. Conveniently located in Agra’s
tourist hub on Fatehabad road, Crystal
Sarovar Premiere hotel offers a calm and
peaceful oasis for leisure and business
travellers. More than half of the hotel
rooms offer a magnificent view of the
Taj Mahal.
Anil Madhok, Managing Director,
Sarovar Hotels & Resorts said, “The
opening of Crystal Sarovar Premiere,
Agra marks an entry into a key leisure
market for Sarovar Hotels & Resorts.
We are delighted with this opportunity
to grow our brand presence in the
market and deliver a premier full-service,
upscale hotel experience to guests
visiting one of the most popular tourist
destinations in India.”
The elegant 136 well-appointed
rooms offer luxurious amenities and
personalised service. Three dining and
nightlife venues enhance the stay
experience with exclusive culinary
fare. A fully-equipped health club
and spa specialising in relaxation
and rejuvenation treatments pamper
personal fulfillment.The outstanding
meeting, banqueting and conferencing
facilities offer a perfect venue.
OPENING
INTERCONTINENTAL CHENNAI
MAHABALIPURAM RESORT OPENS
T
& Resorts around the world such as InterContinental Danang
Sun Peninsula in Vietnam.
Located 30 kms from the Chennai International Airport,
InterContinental Chennai Mahabalipuram offers world-class
accommodation to discerning guests who can unwind and be
pampered in the lap of luxury. The resort is located in
a picturesque location. It overlooks the Bay of Bengal on East
Coast Road, making it one of the most exclusive properties
in the city and joins award winning InterContinental Hotels
Shantha de Silva, Head, South West Asia, IHG said,
“The opening of InterContinental Chennai Mahabalipuram
Resort marks an important milestone in IHG’s journey in
India. Chennai is a city that boasts the perfect mix
of diversity and culture, with a glossy layer of cosmopolitan
glamour. Whether for a leisure break, an intimate
wedding or a romantic getaway, our newest property in
Chennai will offer unrivalled facilities and access to the
many cultural opportunities of one of the country’s
biggest cities.”
he InterContinental Hotels Group (IHG) has opened
the InterContinental Chennai Mahabalipuram Resort in
India. The Resort is the second hotel under the company’s
luxury portfolio in India the other being the InterContinental
Mumbai Marine Drive.
26
NEWS UPDATES
BRAND
AIANA HOTELS &
RESORTS EXPANDS
IN INDIA
A
iana Hotels & Resorts has announced the expansion
of its portfolio with the signing of a management
agreement with Moonriver Resorts to operate Aiana Munnar–
A Moonriver Resort.
Scheduled to open in 2016, the management company’s first
property in India, Aiana Munnar–A Moonriver Resort, is a
niche all-suite villa resort spread across 20 acres of lush greenery. The resort is set amongst natural springs, scenic views and
will feature authentic dining experiences and an extensive
Ayurveda-inspired spa. Each suite in the resort offers a private,
heated plunge pool overlooking the rolling hills of Munnar.
Amruda Nair, Joint Managing Director and Chief Executive
Officer, Aiana Hotels & Resorts L.L.C. said, “The signing of Aiana
Munnar–A Moonriver Resort heralds an exciting journey for
Aiana Hotels & Resorts in India. As our first property in India,
Aiana Munnar–A Moonriver Resort solidifies our commitment
to offer locally relevant design and authentic experiences. We
are happy to partner Alex and Tsarina Vacha as their expertise in
design and commitment to preserving the natural environment
is in line with Aiana’s brand philosophy. As an upcoming leisure
destination with great connectivity and natural beauty, Munnar
lends itself to the creation of unique experiences that will be the
hallmark of Aiana Hotels.”
Alex Vacha, Managing Director, Moonriver Resorts,
said “Aiana Munnar–A Moonriver Resort has been
envisioned as a grand retreat and luxury resort, created
for the discerning traveller.”
RAILWAYS
IRCTC REBRANDS
E-CATERING AS
‘FOOD ON TRACK’
S
purred by a steady rise in the popularity of its yearold e-catering, Indian Railway Catering and Tourism
Corporation Ltd (IRCTC) has rebranded its famed service with a
jazzier name: Food On Track.
What’s more, the mini-ratna PSU has roped in new partners,
in addition to the already existing Dominos Pizza and KFC, to
enhance the variety and taste of the food items.
The ‘Food On Track’ will thus enjoy cooperation
from Travel Food Services (who will take charge of Biryani
Bhai, Copper Chimney, Curry Kitchen, Masala Kitchen,
Desi Treat and Cafe Chino) and Punjab Grill will deal
with the street foods section. Earlier, e-catering used to
receive daily orders totalling an average of 80-90 meals.
28
This has recently more than doubled after it was introduced as
a station-based facility.
In fact, on Sunday (October 11, 2015), as many as 1,000 meals
were ordered through e-catering. The items comprised Indian
and continental delicacies, out of which approximately 700
meals of a single brand were ordered.
The e-catering facility allows passengers to order meals while
travelling, either online at www.ecatering.irctc.co.in or by making
a phone call to 0120-2383892-99 or the toll-free number at
1800-1034-139. They can also choose to do so through an
SMS to 139 by giving details of their PNR and seat number.
To popularise the ‘Food on Track’ at stations, IRCTC is also
developing mobile-based applications.
NEWS UPDATES
LAUNCH
Minister for Civil Aviation, Ashok Gajapathi Raju Pusapati.
Presiding over the opening were, His Excellency François Richier,
French Ambassador to India; Sebastien Bazin, Chairman and
Chief Executive Officer, AccorHotels; Kapil Bhatia, Executive
Chairman, InterGlobe Enterprises and Peter T. Meyer,
Representative, APHV India Investco.
The Pullman New Delhi Aerocity and Novotel New Delhi Aerocity have
been developed as a part of a strategic and joint partnership between
InterGlobe Enterprises APHV India Investco and AccorHotels.
The opening of the Pullman New Delhi Aerocity marks a significant
milestone for AccorHotels and is the 100th Pullman to open globally,
joining a fast-growing international network. Pullman is designed
with the expectations of the ‘new generation’ of travellers who are
hyper-connected and increasingly cosmopolitan.
PULLMAN AND
NOVOTEL NEW DELHI
AEROCITY OPENS
A
ccorHotels, has opened its upscale Pullman New Delhi Aerocity
and the Novotel New Delhi Aerocity hotels. The two hotels, with
a combined 670 rooms, were inaugurated at New Delhi Aerocity, a
43-acre hospitality precinct at Delhi International Airport by Union
Sebastien Bazin, Chairman and Chief Executive Officer, AccorHotels said, “India is strategic to our growth in the region. With a
growing network of 34 hotels in India, AccorHotels is well positioned
to take a leadership position in the upscale and midscale categories
and to confirm its position as first operator in terms of convention
spaces in India. We are pleased to have the 100th global opening of
the Pullman in India alongside one of our leading Novotel developments in the region. I take this opportunity to thank our strategic
partners - InterGlobe Enterprises and APHV India Investco Pte Ltd
- for their commitment and support in making this joint development
and one our most significant projects in India, a reality.”
ASSOCIATION
THE CHEFS OF TRICITY
ANNOUNCE THE
LAUNCH OF TRICITY
CHEFS ASSOCIATION
T
he chefs of tricity (Mohali, Chandigarh and Panchkula)
gathered in a meeting at Hotel Lemontree, Industrial Area,
Phase - I Chandigarh, to announce the launch of The Tricity Chefs
Association. The chief guest of the function was Gurbax Rawat,
Deputy Mayor, Chandigarh, who presided over the meeting
and appreciated the step initiated by the culinary fraternity. The
gathering honored Chef Sanjay Sharma for getting the recognition
of the World Association of Chefs’ Societies.
In the meeting the chefs discussed the problems faced by the
culinary fraternity which resulted in their setting up ‘The Tricity Chefs
Association’. Some of the major names at the meeting were Chef
30
Sanjay Sharma (WACS certified judge), Chef Sanjeev Pahuja (Sr. Sous
Chef, Lemontree Hotel Chandigarh), Chef Sunil Singh (Restaurant
Owner), Chef Naveen Handa (Executive Chef, JW Marriot Hotel) and
Chef Rajiv Majumdaar (Executive Chef, Hyatt Hotel).
Chef Sanjay Sharma (WACS certified judge), said, “There is a
dire need of an association of chefs at the tricity level which will
be supported by the All India Chef Association.” He further said,
“The association will guide and work for the placement of
budding chefs. Also, the association will organise competitions in
the near future in order to bring out the hidden talents of amateur
food lovers.”
COVER STORY
CONCIERGE
SERVICE
AT YOUR
Tell me what you want and consider
it done! For the concierge desk it
remains a personal challenge to
never say no to any guest. In an
age where personalisation adds
to the differential value-add of the
hotel, the concierge plays a vital
role, catering to varied requests.
Concierge Desk Heads and Front
Office Managers talk about this
underestimated role.
Kanchan Nath
CONCIERGE@KEMPINSKI
AMBIENCE HOTEL DELHI
We, at Kempinski, make sure that our concierge team
is very well versed and aware of the local tourist attractions, authentic restaurants, transportation, major
festivals happening in the city and other such details.
Depending on our guests’ interests and time available,
concierges can suggest the best possible haunts to visit
and are happy to customise an entire travel itinerary for
them. Apart from this, we also offer a few bespoke experiences for our esteemed guests like ‘Awakening of God’
at Bangla Sahib Gurudwara (3 am), Pottery Making,
Race with the Wind at Greater Noida, Puppet Show and
Royal Indian Dinner amongst others.
TOP CONCIERGES ARE
COMMITTED FOR LIFE
In the hospitality industry, we strive to build relationships with our guests. In the concierge profession, many
of these relationships are often life-long and fulfilling
relationships. Many of us have participated in the lifetransforming events of these guests. Whether planning
surprise engagements, assisting with wedding and honeymoon plans, or finding the right schools and colleges
for their children, every aspect of our service can be a
pivotal moment or an emotional shift in winning a guest
for life. Many concierges have been in the industry so
32
COVER STORY
Jose Thomas
Concierge Head
Kempinski Ambience Hotel Delhi
long that they have actually watched
their guests’ children grow up. This
is because top concierges are committed for life.
TECHNOLOGY CANNOT REPLACE EMOTIONAL BONDS
With the development of technology
and the growth of a vast number
of websites, applications and social
media platforms available for
travellers, the life of a concierge has
changed significantly. While it is a
great tool for the concierge to serve
the guest, technology will never be
able to replace personal service.
I firmly believe that technology
cannot replace emotional bonds. I
always like to think that a service
professional should go on a partial
emotional journey with the guest
in every possible interaction, just
enough so that the guest feels
empathy and care but not so far as
to be intrusive.
Guests do come to the concierge
desk more prepared than a few
years ago, asking more specific
questions while seeking advice in
navigating the vast amount of information available on the Internet.
They are looking for guidance for
restaurants and activities to choose
from but are ultimately seeking personalised service. Again, we utilise
technology but never forget the
human touch. A sharp and intuitive
concierge will have the guest
returning again.
Relationships for life in the concierge profession are not just
guest-related. Today’s concierge
responsibilities include social
FIVE TRENDS IN THE
CONCIERGE SERVICE
Customised gifts
Live performances
Surprise entertainment
24/7 availability
Trend that does not go out
of style: ‘Not saying no,
everything is possible’
networking. Concierges nurture
life-long relationships with industry
people as well.
GUEST REQUEST HANDLED
WITH PANACHE
Once a couple came who could not
visit their choice of destination (a
beach resort) so they had decided
to spend their anniversary with us
since they were locals. They wanted
to make their visit special. The
gentleman had asked me if we could
arrange a dinner for them inside the
swimming pool. So we had ordered
a special set of high stools and a
table and the dinner was organised
from our restaurant Café Knosh.
Even though it was a crazy request,
we made it happen.
DEALING WITH VOLUMES
The job of a concierge can be
extremely challenging. One of the
ultimate challenges faced by us
is volume. Sometimes we just
can’t get to all of the requests.
Along with helping guests in
person and on the phone we
also receive many e-mail
requests. Attending to everyone
in a timely manner can be a real
challenge. It is also important to
be a good listener.
GROWTH PROSPECTS
There are various hotel management
courses in India and around the
world. Depending on one’s interest,
there are various options in which
you can specialise post your basic
training. But one needs to keep in
mind that if you are choosing to
work as a concierge, you should
enjoy working with people. A very
close second reqirement is really
great organisational skills.
COVER STORY
GUEST RELATIONS
TEAM
Sachin Singh
Head Concierge
6R¿WHO0XPEDL%.&
The main role of the hotel
concierge is no different from
any other representative of
the establishment, which is to
provide services by attending
to guest queries. The concierge
also doubles up as the Guest
Relations Team as every concierge believes that ‘The Buck
Stops at the Concierge Desk’.
Whatever query is put forward
to a concierge, he/she will
make sure that it is matched to
the guest expectations, many a
time exceeding them to create
the wow factor.
EVERYTHING AT THE
CLICK OF A MOUSE
I believe digital concierge is
already in India. Nowadays
everything is available at just
a click of your mouse or on
your smartphones; namely
restaurant options, maps to
TRENDS IN THE
CONCIERGE SERVICE
Assisting guest visits to
places of interest
As concierges we get guest
requests to accompany them
for shopping
Planning onward journeys
for guests and arranging
things outside the country
are also requests that we
are involved in. In such
cases, our association of
Les Clefs d’Or comes into
play. There are only 4,000
members worldwide of Les
Clefs d’Or and we all help
each other—our motto is ‘In
Service Through Friendship’
reach places, doctors close to
your location, shopping options, places to see and what
to expect when you travel to a
particular location. There is an
application for everything and
the guests research everything
before they decide to travel. At
34
Sofitel Mumbai BKC, we have
a fully loaded iPad with us to
make everything available to
guests without even coming to
the concierge desk; but nothing
beats the human touch, of
course. Our concierge team is
just a call away and we will be
there to assist you.
CONCIERGE@SOFITEL
MUMBAI BKC
At any concierge desk, every
day we learn something new.
At Sofitel Mumbai BKC we
have two concierges who are
members of the elite Les Clefs
d’Or association. Just to get the
membership of this association
and wear those golden keys
on our uniform is an honour.
A concierge recommendation
will include insights about any
city which only comes with
experience and we work as the
Ambassadors of the City.
GUEST REQUEST HANDLED WITH PANACHE
To cite an example, we had
an international traveller who
was interested in buying a
pre-owned mighty Royal Enfield
and wanted us to ship it to
Iceland. My team and I sprang
into action to find out the legal
implications of transferring the
bike to his name and then send
it through ship. It took us about
three days to find out all the
possible paperwork required.
Eventually the guest said that
it was a lot of paperwork
which required him to visit
the government office and he
did not have time for that. The
cost as well was beyond his
budget. We could not complete
the request, but the guest was
thankful that, time permitting, we could have done that
for him. It should come from
within. We, as concierge work
24*7—even on our days off we
visit different places and find
out what is new in the city and
make necessary contacts. There
is no limit to guest queries that
can come to a Concierge desk.
COVER STORY
should be known to
the concierge. Any
lack of information
leads to unsatisfactory service.
GROWTH AND
CAREER PROSPECTS
Satendra Singh Rawat
$VVLVWDQW0DQDJHU±
Concierge
Crowne Plaza Greater Noida
36
BUILDS RELATIONS
WITH GUESTS
A concierge is that one point
of contact in a hotel which
deals with providing facilities,
from a needle to an aircraft
reservation, in an ethical,
professional and legal manner.
It is definitely a point where
relations with guests build
since important guests’ needs,
barring the check-in and
check-out, are handled by the
concierge. A few examples
would be the handling of the
guests’ personal luggage and
assisting them with making
travel reservations and hotel
reservations, planning itineraries
for sight-seeing and making
arrangements accordingly,
handling guests’ couriers and so
on. The ‘Wow’ factor lies in the
utter humility of the concierge
who deals with the guests with
a kind of professionalism and
personalisation of his requests.
He/she may have just assisted
the guest with a few printouts
or an envelope. But you never
know how important those
printouts or envelopes are for
the guest!
HUMAN TOUCH
SUPPORTED BY
TECHNOLOGY
Technology is definitely a boost
in providing better or improved
services. Certain softwares
like GoConcierge and others
are useful. The GPS tracking
systems for the fleet of hotel
cars helps the hotel staying upto-date about the scheduling
of transportation to be done
for the car bookings of guests.
A simple access to the Internet
has broadened the knowledge
of today’s concierge.
AMBASSADORS OF
THE COUNTRY
The concierge is knowledgeable
not only about local places but
about India as well. His participation with Les Clefs D’Or India
helps create excellent public
relation with other concierges
in the country.
UPDATES OF
INFORMATION
The challenge is in staying
up-to-date about what is happening in the city. The smallest
of changes outside the hotel
There are no courses
on becoming a concierge.
However, certain associations like Les Clefs D’Or help
concierges over the world stay
updated about developments
and changes. This association
holds monthly and annual
meetings for members. And
when it comes to growth of a
concierge, his passion for the
profession can take him/her
to places.
FIVE TRENDS IN THE
CONCIERGE SERVICE
Provision of iPads/Other
technology to assist with
tasks in order to provide
personalised service instead
of over-the-counter handling
Ready-to-Go itineraries for
popular tourist places, for
example, Delhi sight seeing or
Delhi-Jaipur-Agra, and so on
GPS tracking for a hotel’s
fleet of cars
Personalised maps for
members of Les Clefs D’Or
showing the location of
their respective hotels
XXXXX
concierge service called
Mobile Request, which
puts service requests—
from extra towels to
fluffier pillows and airport pickups literally in
the palm of your hand.
KEEPING THE
GUEST DELIGHTED
There are several
challenges faced by a
concierge. Attending
to everyone in a timely
manner can be a real
challenge as you need
to give everyone your
undivided attention.
The concierge makes
sure that the guests
are delighted and most
of the times goes the
extra mile to make a
visit memorable.
FIVE TRENDS IN
THE CONCIERGE
SERVICE IN
VOGUE TODAY
DA concierge can
make the difference
between an
average stay and an
outstanding
FIRST CONTACT
Xavier Gomes
Hotel Concierge, Goa
0DUULRWW5HVRUW6SD
The concierge is the first person
most guests meet on arrival at a
hotel. He or she is very knowledgeable about the hotel facilities and the surrounding areas.
In, addition, he or she is familiar
with local businesses, venues
and special events and listens
to the requests made by guests,
offering solutions or recommendations tailored to their needs.
DIGITAL CONCIERGE
SERVICE CALLED
MOBILE REQUEST
The concierge desk is a thing of
the past. Today, Marriott hotels
have launched a new digital
38
stay, whether it’s business or
pleasure. Incoming guests can
contact the concierge before
their stay. The concierge makes
sure that the guests’ plans are
arranged and confirmed, and
any of their special requests
such as about birthdays or
anniversaries are met even
before they arrive.
DA concierge can really wow
your guests, even with some
of the simplest things, such
as suggesting the perfect
restaurant to match their
tastes and occasion or
organising a special set-up
in the room or providing
the perfect suggestion for
where and how to entertain
their children.
DA concierge can also offer
personal assistance. An
instance is when a guest loses
an item. He will receive experienced help and suggestions
about all of the necessary
steps to find the item. Another instance is when they help
in retrieving missing
baggage by following up with
the concerned airlines.
The concierge makes
sure that the guests
are delighted and
goes the extra mile
to make the visit a
memorable one.
DConcierges can share stories
of some very touching moments they have experienced
with guests. These moments
are defining moments for
the hotel and the guest and
create a personal connection
with the guest.
DA concierge has access to a
vast database of information
and connections: the cell
phone numbers of several
organisations, vendors, as
well as his network of connections built over time.
XXXXX
CREATING EVERLASTING
MEMORIES
A concierge can do anything and
everything for its guest provided
CONCIERGE IS NOT WHAT
HE KNOWS, CONCIERGE
IS WHO HE KNOWS
Babar Khanyari
)URQW2I¿FH0DQDJHU
The Imperial, New Delhi
A blend of true hospitality, local
expertise and sincerity and genuineness in service is what a true
concierge and members of his
desk deliver to a guest. Guests
are elated when the concierge
desk’s performance is beyond
expectation. This definitely creates the ‘Wow’ factor.
Technologically advanced new
applications are helpful in delivering genuine and sincere advice. Along with this, even luxury
travel reviews are helpful tools
for us. Technology is vital for assistance but the human touch is
of prime importance. Technology
makes the process faster and
smoother but we need the personal touch otherwise the whole
process seems mechanical.
TECHNOLOGY ADOPTED
The use of technologically
advanced softwares in car rentals
enables us to have error-free
billing. There are also good softwares available in international
markets, like GoConcierge.net,
which are globally appreciated by
all concierges.
CONCIERGE@THE
IMPERIAL, NEW DELHI
The concierge at the Imperial
actively participates in walks, chitchat with guides and food critics,
conducts restaurant and bars
40
visits, does market surveys from
the guest recommendation point
of view and undertakes many
other vital activities in the city.
Albert John, Manager Concierge
at The Imperial is President of
Les Clefs dOr India. He ensures
that all the Imperial concierges
TRENDS IN THE CONCIERGE SERVICE THAT
ARE IN VOGUE TODAY
Social Media tools like
WhatsApp groups or
facebook groups help in
delivering faster and accurate services. They provide
assistance across cities
Sharing of information on
events happening across cities
via concierge groups assists
in updating the guest much
ahead of time
in New Delhi meet monthly
in a new restaurant, hotel or
boutique to enhance product
knowledge and network.
A concierge can
do anything and
everything for his
guest provided that
it is morally right,
legally right and
humanely possible.
that this is morally and legally
right and humanely possible. A
good concierge needs to be diplomatic and needs to know where
to draw the line. A true concierge
is like a friend to a guest, a
counsellor, a personal butler and
much more. Creating everlasting
memories is our key role.
Recently, our concierge team got
an electronic store opened late
in the evening. Because of our
goodwill and networking with
the store manager, he came back
from home at an odd hour and
opened the store just for the
guest to buy ear phones. These
are memories, which are cherished for years, bring our guests
back to us.
GROWTH AND CAREER
PROSPECTS
There are no specialised courses
as such. Regular training from
senior concierges of Les Clefs
dOr India help in honing the
skillsets of members. Apart from
this, seamless inter-concierge
relations and sincere work
is the key to being a good
concierge. Concierge as a career
is like being a wine sommelier.
You love what you do. It is so
inspiring and motivating that
we tend to develop quite
good relations with both guests
and vendors.
COVER STORY
ROLE OF THE CONCIERGE
The concierge in a modern hotel
assumes multiple roles. At The
St. Regis Mumbai, the concierge
services are refined, intuitive and
extensive. Also known as Chief
Assistant/Key Ambassador, we are
responsible for advising guests
and assisting them in making
accurate decisions based on their
personal tastes and preferences.
For example, our concierge team
is responsible for helping make
restaurant reservations (in-hotel/
outside), suggesting entertainment hot spots, and booking
heritage sight-seeing tours, both
conventional and customised. It is
also our duty to oversee luggage
and ground transportation and air
ticketing and reservations including the revision of flight dates,
booking meal preferences and
seat requests.
TRAINING AREAS
FOR A CONCIERGE
Concierge etiquette
Principles of hospitality
Recommending entertainment and nightlife
Guest responsibilities
Concierge ethics–’everything
is possible’
Front desk management
gathered, the concierge is
able to comprehend guest
needs even before they arrive.
We have adopted a software
which is a web-based tasktracker for the concierge and
other departments.
experiences. The programme
delivers bespoke destination
experiences, selected by guests
themselves.
CHALLENGES OF THE ROLE
OF THE CONCIERGE
To begin with, our greatest challenge is to ensure that each of our
guests leave with the desire to
return. The most recent incident is
when we had a corporate guest
in town for an exclusive company sponsored event. Our guest
realised that she had forgotten to
pack her attire for the event.
Upon hearing our guest’s request
for assistance, I had to alert my
team. Gowns in Mumbai, are not
readily available unless custom-
When it comes to making guests
comfortable, the concierge service
doubles up as guest relations
managers. It’s all about going the
extra mile and making the impossible possible.
NEW DEVELOPMENTS IN
TECHNOLOGY
We have noticed a significant rise
in the demand for value-based
services which consumers are
constantly seeking with each
travel experience. Consumers
have even higher service
expectations from an brand like
the St. Regis. Companies have
developed software for data
analysis and tracking. Concierge
computer programs allow the
concierge to collect and analyse
data. Based on the information
Our greatest
challenge is to
ensure that every
guest leaves with
a desire to return.
CONCIERGE@THE ST. REGIS
MUMBAI
We have an experienced professional team at our concierge desk
who know heritage sites, religious
destinations, epicurean trails,
entertainment spots and medical
centres for emergency purposes.
made. We sent one of our female
associates from the guest relations department to accompany
our guest to the nearest exclusive
footwear store whilst making a
list of stores, tailors and designers who would agree to stitch the
attire on time.
The St. Regis Mumbai has a special Aficionado Programme as part
of the brand legends. This plays a
huge role in enhancing our guest’s
Ultimately, a renowned clothes
wear brand agreed to lease a
gown to her for the evening. Job
done, we were graciously thanked.
Nizam Shaikh
Team Leader- Concierge
7KH6W5HJLV0XPEDL
COVER STORY
ROLE OF CONCIERGE
Priyanka Bhatt Arora
)URQW2I¿FH0DQDJHU
Park Plaza Noida
Concierges are responsible for
being the point of contact for
hotel guests who seek guidance
and assistance during their stay.
These may include anything like
arranging transportation to the
airport, arranging special events,
making reservations at the finest
restaurants and much more. As
they are the one point contact
they have an opportunity to build
strong relations with the guests
and creating the ‘wow factor’
by running an extra mile for a
guest’s satisfaction and needs.
KNOWING THE GUEST
WELL!
The digital concierge has come
into the picture and will surely
prove to be successful as it saves
time; the information is just a
click away. However, at Park
Plaza Noida we still have our
front office team members facilitating guests and providing more
personalised services. This helps
us know the guests well and
maintain our guest’s profile.
PIN UP THE SMILE
THINKING OUT OF
THE BOX
There are no specialised courses
to gain skills. Individuals interested in a career as a hotel
concierge do not typically have
The team is well versed about
the local attractions, restaurants
and other places. There are
various sources which help them
assist guests after understanding their needs. As we have
team members assisting, there is
always the scope of thinking out
of the box and providing options
which suit the guests. We are
using the technology without
losing the human touch.
The biggest challenge for the
concierge is to keep smiling
and maintain a calm demeanor
despite the pressure.
GROWTH AND CAREER
PROSPECTS
FIVE TRENDS IN THE
CONCIERGE SERVICE
Emergence of Non Hotel
Concierges like. 48Bis, Conciergerie, Aces, GoButler
Role of technology in facilitating guest experience
Emergence of Digital
Concierge
Active participative role in
up-selling the hotel restaurant and spas and increase
usage
to pursue formal education.
However, a certificate or degree
in hotel and hospitality management can better the career prospects of an aspiring concierge
or lead to related positions, like
hospitality coordinators or event
planners.
42
COVER STORY
CONCIERGE DESK
DOUBLES UP AS THE
GUEST RELATIONS
MANAGER
The role of the concierge has
evolved over the years and he
plays a crucial role in a guest’s
satisfaction. From hotel reservations, booking confirmations to
recommending spa services and
the city’s tourist attractions and
ensuring porter services, the
profession now demands that
the concierge makes the impossible possible with a smile. The
relationships built are not only
life-long and fullfiling but lead
to loyalty with the brand. Guests
remember the requests which are
accommodated and this adds to
the ‘wow’ factor of a brand. Concierges have been a part of the
pivotal moments in the guests’
life at Novotel Imagica Khopoli.
enables hotels to create Mini-Yelp
systems exclusively for their clientele. From mobile apps and websites which offer reviews to iPads
with local directions installed to
a new program which calls on
concierges to come up with a new
list of local tips each week, which
they then share with the staff,
technology is ever changing. In
India, digital concierges are in existence. However, the technology
CONCIERGE@NOVOTEL
IMAGICA KHOPOLI
The concierge
is expected to
also include and
organise tour
guides in and
around the city.
Guests have many expectations
from the hotels they stay in. The
challenge lies in flawlessly fullfilling their unusual requests within
the stipulated time. Making decisions for them or sharing valuable
advice that may influence them
can be overwhelming at times. It
is important for guests’ requirements to be completed by just
estimating their requirements.
Our concierge is equipped with
information about all the activities
that can entertain a guest in and
around the area, be it river rafting,
the theme parks nearby or hiking.
We, at Novotel Imagica Khopoli,
ensure our guests are treated to
the best.
CHALLENGES IN THE ROLE
OF THE CONCIERGE
GEARING UP
FOR THE ROLE
Organisations that offer certification for professionals in the guest
service industry include the American Hotel and Lodging Educational
Institute. The National Concierge
Association also grants NCA
Certified Concierge designations
based on an individual’s experience, excellence and education
in the guest service industry. One
can avail a degree in hospitality
management before one applies.
On-the-job training is a mandatory
prerequisite for most employees.
Working as a concierge requires
tolerance, patience and an eagerness to help.
A concierge does double up as a
guest relations manager.
VIRTUAL CONCIERGE
TECHNOLOGY
The concierge is usually the first
to come in contact with a guest
and hence need to be the most
knowledgeable in terms of giving
a guest advice. The new software
will need to be worked
on before it becomes
user-friendly and acceptable by all. Novotels
across the globe have
incorporated a virtual
concierge technology but
nothing compares to the
old school charm of a
concierge.
DrishaTungare
*XHVW5HODWLRQV
Novotel Imagica Khopoli
COVER STORY
ROLE OF THE CONCIERGE
Amar Albuquerque
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*UDQG0HUFXUH*RD
6KUHP5HVRUW
The concierge plays a major role
in creating special moments for
the guests on their vacation.
They ensure that the guests have
a pleasant stay and make the
trip a memorable experience. A
concierge doubles up as a key
member of the guest relations
team and understands the unstated needs beautifully.
LIMITLESS POSSIBILITIES
WITH TECHNOLOGY
With the increased use of
smartphones and tablet devices,
the hospitality industry has
started capitalising on mobile
technology. This has accelerated
the potential for streamlining operations, there is growing interactivity. This has made customer
feedback highly beneficial.
With the advent of the Internet, customer satisfaction has
become the focus and is crucial.
Grand Mercure Goa Shrem
Resort uses iPads loaded with
various hospitality apps for daily
operations. The resort’s short
term goals include having a
virtual concierge which will
enable the team to assist the
44
guests with instant answers to
all their queries.
CONCIERGE@GRAND
MERCURE GOA SHREM
RESORT
The concierge team tries to
ensure that they visit the tourist
places and understand the look,
feel and offerings of a place
before suggesting it to a guest.
It assesses the guest requirements before suggesting a place
to them.
In Goa, public transport is perhaps one of the major problems
that a guest faces. the concierge
finds it challenging to explain
such a situation to guests. The
team at Grand Mercure, Goa
is trained to assist in the travel
queries of the guests and work
closely with the nearby local
taxi stand.
HOSPITALITY COMES
NATURALLY
There are no specialised concierge courses which are offered
in Goa or India. To be a good
concierge one needs to be well
informed about the special
attractions a place has to
FIVE TRENDS IN THE
CONCIERGE SERVICE
Recommend and book
highly sought restaurant
reservations
Book popular event tickets
Shop for the perfect gift for
anniversaries, birthdays or
‘just because’
Organise a rejuvenating
getaway or exciting family
vacations
Plan once-in-a-lifetime
milestone events
Research anything across
services–from wireless plans
to premier vintage wine
Create reminders and gifts
for personal or business
needs
offer so that can guide the guest
accordingly. A concierge is expected to pay attention to every
minute detail of a guest request.
TECHNOLOGY
Improving business with
DATA ANALYTICS
With so much information available on the internet, how do you track and control what’s said about your hotel? We
spoke to Deepak Mavinkurve, Founder and CEO of RepuFact to find out more in this space.
TELL US ABOUT REPUFACT.
We are officially about three months
old in the market. We will end this
month with about 100 customers. We
have some big brands working with
us: Mango Hotels, Lemon Tree hotels,
Citrus, GRT in the South, Windflower
and the Vythiri Group. We should
hopefully add Usha Lexus, Leisure
group here, Pride and some hotels in
Uttranchal. RepuFact’ is the first such
technology platform developed in
India that will enable hotels, resorts
and properties to track and respond
to online customer reviews, feedback
and data analytics for the benefit of
revenue managers.
HOW DO YOU HELP
HOTELIERS IMPROVE THEIR
REPUTATION?
We give three big values to the
hotel. We collect data from 126
sources in 20 different languages.
We are an analytics company. We
source data from these Natural
Language Processing (NLP) and
Artificial Intelligence (AI) solutions
to provide precise inputs to any
customer related concerns. Where
we look at an English language
sentence, we break that into typically
subject predicate, verb, adverb,
adjective. And connect that to the
hotel terminology there and are able
to put quantifiable numbers on the
quality. If someone says the coffee at
Longitude was good we will be able
to connect coffee+Longitude+Good.
In a hotel called Holiday Inn in a
place called Longitude we will be
able to say that this person said that
the coffee is good. We are able to
pinpoint and say where are the good
things coming from and where the
bad things are coming from. At the
department and source level we are
able to pinpoint. In terms of value,
this is the first thing that we do.
The second thing is that we put
analytics on the data. Once we
collect extensive amount of data,
one can easily see stories of what is
positive and negative. One will be
able to see what people are saying,
good, bad or indifferent. We can
convert that into numbers and go
back to the hotel and say 38 per cent
of people liked biryani. So maybe
the hotel could brand its biryani and
maybe sell it at a higher price of `30.
Or maybe 20 people did not like it
so it could reduce the price by `20.
The third remains competition. So
how does my coffee shop compare
with their coffee shop. We will be
able to pinpoint department wise
competition as well.
MAIN ACTION IN THE
HOSPITALITY SPACE
s -ANAGINGYOURREPUTATION
s 2EVENUEMANAGEMENTnRIGHT
inventory should be available to the
right source.
s ,OYALTYFORHOTELSGETTINGREPEAT
customers
s -)#%FORMIDSEGMENTHOTELSIN
tier-2 and tier- 3 cities
Deepak
Mavinkurve
FRONT OFFICE
CHECK-IN
The experience of check-in and check-out at a hotel can leave a lasting impression on a guest. Technology today is also
providing many avenues for smooth check-ins and check-outs. Guests many times require early check-ins and late checkouts. On their part, a hotel needs to provide perfectly ready rooms to the next guest and is pressed for time. Hoteliers
discuss how to make this operation flawless.
Kanchan Nath
MOBILE CHECK-IN CHECK-OUT
For today’s global travellers, smartphones link
them to their world. Understanding the need of
the hour, Marriott International has introduced a
state-of-the-art, time-saving application–Marriott
mobile application. Marriott Rewards guests can
simply check-in and check-out at the Renaissance
Mumbai Convention Centre Hotel using the app on
their smartphone. This saves a lot of time as guests
can directly go to their room instead of waiting at
the reception to check-in.
AMEY NARKAR
Director of Rooms
Renaissance Mumbai
Convention Centre
Hotel
ALL ABOUT TIMINGS
Check-in is 1500 hours and check-out is
1200 hours. During an early check-in or checkout, Renaissance Mumbai Convention Centre Hotel
guests can use the lobby space for all purposes, be
it business or leisure. Here, we offer all day menus
for light bites and meals and full access to technology, from free wi-fi to electrical power points. many
travellers tend to rejuvenate in the Club Renaissance–Spa which offers relaxation treatments.
LEEWAY IN TERMS OF EARLY
CHECK-INS AND LATE CHECK-OUTS
Logistics for today’s conventions are managed
by major tour operators. The planning for arrival
and departures is nowadays done in a fashion
that combines guests’ convenience with the
hotel’s check-in and check-out. The hotel’s
occupancy levels also impact this. Early check-in
as early as 0700 hours and late check-out is till
1600 hours. Late check-out till 2000 hours
normally attracts charges.
The planning for arrival and departures nowadays combines guests’ convenience
and the hotel’s check-in and check-out.
48
FRONT OFFICE
SEAMLESS AND SWIFTER
CHECK-IN AND CHECK-OUT
Recent technology developments ensure seamless
and swifter check-in and check-out processes that
enhance the overall guest experience. A guest’s
mobile phone is made compatible with a confirmed
reservation with the help of a hotel’s application
which facilitates processes. The advanced scanning
machines help in the quicker collection of guest
data, which normally absorb a lot of the time during
the initial formalities. After a guest has confirmed a
reservation, ‘Express-Check-in’ forms are sent out
to the clients. These accelerate the check-in process.
ALL ABOUT TIMINGS
Both the check-in and check-out timings are
12 pm. Since the requests for early check-in and
late check-out are perpetual, the acceptance of
these requests is directly dependent on the availability of the rooms, the membership level of the
guests in our loyalty programme IHG Rewards Club
and also the frequency of visits. All major companies
having a contract with us, are also given the checkin and check-out time as per their convenience.
LEEWAY IN TERMS OF EARLY CHECK-INS AND
LATE CHECK-OUTS
The leeway in hours related to such provisions
depends upon the amount and frequency of business a regular client renders. Otherwise, there are
fixed charges for early check-in and late checkouts, which also are commensurate to the industry
standards for the hotels in similar categories and
business segments.
ANAND KHANNA
Front Office Manager
Crowne Plaza Today
Gurgaon
In a business hotel like ours, since the requests for early check-in and late check-out are perpetual,
the acceptance of these is directly dependent upon the availability of the rooms.
CHECK-OUT
FRONT OFFICE
NAROTAM SINGH
DEVELOPING A COMPETITIVE EDGE
With technology fast outpacing growth, almost every
industry is undergoing a technology-driven transformation, and the hospitality industry is no different.
The proliferation of smartphones and the advancement in sophisticated electronic point of sale (EPOS)
systems has led to high operating efficiencies and
better customer care. Hotels are integrating systems
with costomer relationship management, inventory
management, information on capacity, reservations,
stock, loyalty programmes and much more. With
cloud based applications in place, guests can process
bookings at the touch of a button and the staff can
process orders, bookings and payments directly from
phones, tablets, iPads and the likes.
Hotel General
Like all hotels, we are also constantly thinking about
Manager
Lemon Tree Premier,
new technologies and experimenting with them to
Hitech City, Hyderabad develop a competitive edge and to offer ‘best in
class’ solutions to customers in an attempt to win
them over. We have a centralised software system
in place that integrates all guest profiles, preferences and feedback, thus empowering us to provide
express check-ins to our guests. A regular guest can
check into any of our hotels within 15 seconds by
just signing the registration card at the front desk
while a first time guest would take a couple of
seconds extra.
ALL ABOUT TIMINGS
Our standard check-in time across Lemon
Tree Hotels is 1400 hrs and the check-out
time is 1200 hrs. The two hour gap is to ensure
that the rooms are refreshed and undergo a perfect
makeover for new check-ins. This strategy helps us
ensure that guests avoid waiting for the rooms, thus
reducing complaints. We also offer a early check-in
and late check-out facility to our guests at a nominal
charge. The rates are based on different slabs as is
the prevalent practice in the industry and in line with
other 4-star hotels in our category.
LEEWAY IN TERMS OF EARLY
CHECK-INS AND LATE CHECK-OUTS
We prefer to adhere to our standard check-in and
check-out times, but based on availability, general
occupancy and relationship value, we do allow a
late check out at 8 PM wherein wash and change
arrangements can be made available with 1-2 rooms
for all late departures.
A regular guest can check into any of our hotels within 15 seconds while a
first-time guest will take a couple of seconds extra.
All about Timings
The standard time for
check-in and check-out is
12 pm. For the convenience of
guests, Mosaic Hotels
provides a one hour flexibility
in both services. But after
this, the service becomes subject to availability. If the rooms
are available with us, then
we fully support the guests,
but in the case of all rooms
being booked, the staff helps
ANISH SRIVASTAVA the guest and provides a
Operations Manager
comfort zone in other areas
Mosaic Hotels Noida
of the hotel.
Leeway in terms of early
check-ins and late checkouts
Being a business hotel, we
cannot hold the room for a
long time. Hotel rooms go fully
occupied week-long especially
when any exclusive event is
going on in the city, In this
regard, check-out guests are
being charged for half-day
till 6 pm and, beyond this, a
full day charge is applicable.
In case of prior information,
Mosaic Hotels provides guests
all necessary facilities.
Being a business hotel, we cannot hold the room for a long time. Hotel rooms go fully occupied
week-long especially if an exclusive event is going on in the city.
50
FRONT OFFICE
MULTIPLE TOUCH POINTS
BASED ON CUSTOMER DESIRE
Guests are using their smartphones, choosing the
specific benefits they want, pining for the best deal,
and reading reviews before they even pull the credit
card out. Whether business or leisure, budget or
luxury, every customer expects to feel special and
have their expectations met. We develop various
strategies to improve our guests’ experiences and to
make guests come back. The future will see us interact with them when they want us to. If we embrace
the technology model, we will ensure we provide
our guests with the opportunity to do so as well.
Whether they want to check-in or check-out or make
their reservation electronically or online, it’s going to
be on their terms. Everything is going to evolve into
multiple touch points based on customer desire.
Moreover, today’s traveller knows what to expect
before they arrive at their destination. There are
many software service providers who are helping
hotels capitalise on this shift in the market by providing mobile check-in and check-out. They upgrade
technology to engage with guests via mobile devices
in order to create stronger customer relationships,
build brand advocacy and drive revenue. But online
interaction, booking, check-in, the stay, and checkout must all be cohesive, painless, and efficient. Do
not let technology blunders and poor guest interactions tarnish a hotel’s image.
ALL ABOUT TIMINGS
In the hotel business, accommodating a variety of travellers with various demands is not an easy task. Guest
experience begins as soon as they begin searching
for a hotel and continues right through check-out. We
need to look for unique ways to make the experience
memorable for our guests, so we should focus on all
aspects of their search, stay, and checkout.
Our check-in and check-out time is 12 pm but
we are flexible in terms of guest requirements.
We do provide early check-in starting from 08 am
and late check-out, till 05 pm, that too without any
extra charges.
SANZEEV BHATIA
General Manager
The Metropolitan
Hotel & Spa
LATE CHECK-OUTS
In case of bulk booking, the check-in and checkout time can be flexible and finalised at the time of
signing a contract. As hoteliers, we must go beyond
the basic actions and should try to create unique
experiences for our guest during their stay.
In case of bulk booking the check-in and check-out time can be flexible and finalised
at the time of signing a contract for such business events.
CONCEPT OF LINE BUSTERS
In today’s world, technology has changed the
check-in and check-out experience for guests and
hotel operators. Hotels companies have come up
with apps for smartphones and a guest can check-in
using this app. The guest can pay his bills and checkout also using the same app.
Hotel operators have started the concept of line
busters. An associate uses an iPad, welcomes
guests at the porch and finishes the check-in
formality on the way to the room, without
making the guest wait at the reception. Similarly,
a guest can check-out using the iPad anywhere in
the hotel.
ALL ABOUT TIMINGS
The hotel standard check-in time is 1400
hours and the check-out time is 1200 hours.
For all our IHG Rewards Club Members, the hotel offers
flexible check-in time and extended late check-out till
1600 hrs subject to availability. With Jaipur’s air traffic
having concentrated flights during morning and evening hours, the hotel offers flexibility to its guests having prior requests registered while making reservations.
LATE CHECK-OUTS
The hotel tries to strike a balance with early check-in
and late check-out requests. Check-out at 2000
hours is possible, however is not complimentary.
ASHWANI GOELA
General Manager
Crowne Plaza Jaipur
Tonk Road
The hotel offers flexibility to its guests having prior requests registered while making reservations.
AWARDS
GALLERY OF LEGENDS
Kesari Raoji Patil, Founder and Chairman, Kesari Tours
BEST LUXURY MICE & WEDDING HOTEL
was awarded to Sayaji Indore
BEST CITY HOTEL
was awarded to Novotel Pune
FASTEST GROWING HOTEL BRAND - FRANCHISE
was awarded to Ramada
BEST SPA & WELLNESS RESORT
was awarded to Grand Mercure Goa Shrem Resort
BEST LUXURY CAMP
was awarded to The Ultimate Travelling Camp
52
AWARDS
BEST LUXURY HOTEL
was awarded to JW Marriott Hotel Mumbai Sahar
BEST BUSINESS HOTEL
was awarded to Crowne Plaza Ahmedabad City Centre
BEST MID MARKET HOTEL
was awarded to Mercure Lavasa
BEST BOUTIQUE HOTEL
was awarded to Ramee Grand Hotel & Spa
BEST ALL INCLUSIVE HOTEL
was awarded to Heritage Village Club Goa
BEST DESIGN & WELL MAINTAINED HOTEL
was awarded to Novotel Goa Shrem Resort
BEST DEBUT MID-MARKET HOTEL
was awarded to Effotel Hotel by Sayaji
BEST BOUTIQUE RESORT
was awarded to Upper Deck Resort,Lonavala
BEST GAMING DESTINATION
was awarded to Deltin Royale
BEST ECONOMY HOTEL
was awarded to ibis Navi Mumbai
Is the hospitality
industry more prone to
SEXUAL HARASSMENT?
The implementation of the law against the sexual harassment of women in the workplace is essential in the hospitality sector and yet more complex because of the work culture and relationships with customers.
S
Shweta Luthra
54
exual harassment at the workplace has been
a highly discussed subject in India over the
last two years, especially since the enactment
of the Sexual Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013.
Unfortunately, enactment of a law is not enough
to reduce the number of incidents of harassment,
nor can it increase the number of complaints. Over
80 per cent of working women in India face sexual
harassment, but less than 0.1 per cent of these
instances are reported. This is because of a lack of
awareness regarding the scope of the term ‘sexual
harassment’, as well as an understanding of what
steps can be taken in case an incident occurs.
As per the 2013 Act, sexual harassment can be
any act or behaviour (whether direct or implied)
as long as it is unwelcome to the recipient.
Physical, verbal and non-verbal sexual harassment
are all covered under this law. However, the
general and incorrect perception is that sexual
harassment must be overt and direct, and usually
includes physical acts. It is for this reason that
the 2013 Act makes it mandatory for employers
to conduct workshops for employee awareness
and capacity and skill building exercises for the
members of the Internal Complaints Committee
(ICC) who deal with such complaints. These
awareness sessions help employees distinguish
GUEST COLUMN
between different forms of harassment,
understand procedures for filing complaints and
also the repercussions of filing false or malicious
complaints. Contrary to what many employers
believe, instead of increasing the number of
frivolous complaints, these awareness
sessions tend to make employees conscious
of their behaviour with co-workers and,
therefore, reduce instances of sexual
harassment amongst colleagues.
While the compliance measures under the 2013
Act are mandatory for all types of government
or private companies and associations, the
implementation of this law is more essential and
complex in the services sector than any other,
since employees interact mainly with outsiders.
Whereas an employee in the manufacturing sector
rarely comes into contact with non-employees, in
hotels, airlines and restaurants, the staff interact
more with customers than their own colleagues.
In addition to this, there are many other factors
that make it more challenging for an employer in
the hospitality industry to limit instances of sexual
harassment. One such factor is the work culture
and relationship with customers–a substantial
portion of the front-end staff in hotels and airlines
are relatively young and dressed to impress.
Moreover, guests are required to be treated in a
friendly and courteous manner, which may incite
some guests to make inappropriate overtures.
Many employees tend to accept this as part of
their job and do not report instances unless they
are of a serious nature.
Another factor is the hectic schedule that
employees in the hospitality industry keep,
working both day and night shifts. The nature
of their work requires constant interaction
with others at close quarters, sometimes in
secluded areas. Even those working behind the
scenes are forced to work closely with others in
restricted workspaces, making them vulnerable
to harassment by customers and colleagues,
alike. While many employers in this industry take
strict action against such harassers, employees
may fear making complaints in case it affects
their future career growth and prospects. Further,
while the ICC can take disciplinary action
against employees (including termination from
The general and incorrect perception
is that sexual harassment must
be overt and direct, and usually
includes physical acts.
The 2013 Act requires an employer
to protect its employees from sexual
harassment at the workplace,
irrespective of who the harasser is.
employment or payment of compensation to
the victim), it does not have jurisdiction over
third parties. However, the 2013 Act requires an
employer to protect its employees from sexual
harassment at the workplace, irrespective of who
the harasser is. Therefore, when the harasser is
an outsider, the only option with an employer is
to file a police complaint, which is not always
practical. In order to avoid such situations from
occurring often, implementing measures for the
prevention of sexual harassment becomes more
essential in the hospitality industry than the
redressal of such complaints.
These measures give confidence to employees
enabling them to approach their employer
knowing that they will be supported, and helps
in informing guests who may otherwise overstep
boundaries (believing that they could get away
with certain behaviour), that the employer follows
a zero tolerance policy. Also, when the reverse
occurs (guest feeling harassed by an employee),
the existence of such mechanisms show an
employer’s commitment towards taking action
against the accused employee even after the
guest leaves.
Like any young legislation, the 2013 Act also
has flaws that will gradually be corrected
through judicial and legislative interference.
In the meantime however, it is the responsibility
of each employer to make the best use of these
provisions and protect their employees. While
many organisations have established procedures
for dealing with sexual harassment complaints,
unless steps are taken to spread awareness,
this law will not be effective. Ultimately,
the only alternative left to victims with
unsupportive employers is to quit and join
another organisation, while the perpetrator
enjoys status quo.
( The views expressed in the article are of the
author Shweta Luthra, who is an advocate with
a M.Sc. in Criminology from Oxford. She acts as
an External Member on ICCs and provides legal
consultation on sexual harassment matters. She
can be contacted at [email protected])
India Kitchen & Food Service
Design Summit 2015
The India Kitchen & Food Service Design Summit 2015 sensitised hospitality professionals of the need to raise the level of
food service design and facilities in India to help operators become more competitive.
T
he India Kitchen & Food Service Design
Summit 2015 was held at Le Meridien, New
Delhi. This event was a first of its kind, curated
by Sunil Khanna, Partner at Hotelconsult Orient,
leading kitchen consultants who organised the
event. Spread over two days, the event saw over
100 delegates and 36 speakers discuss 10 key
design topics in powerful panel discussions.
Sunil Khanna, Founder, Hotel Consult Orient
said, “The agenda is to share knowledge on food
service design and facilities planning to take India
to the next level.” While design knowledge
and expertise is available within India, there is
a tendency to engage outside agencies for it
among the international hotel and restaurant
chains, he said. Forums like
this summit would help
in highlighting India’s
capabilities in this field
to the world. “We can
56
KITCHEN DESIGN
improve our design standards only by discussing and
sharing knowledge,” he added. The intention, he
said, is to ‘convert’ this summit into a ‘brand’ and
‘make it happen’ every year.
The event was inaugurated by design maestro
Sanjay Batra in the presence of design
professionals like Barry Wormald, Sandeep Goel,
Narendra Verma, Sunil Khanna, Rishi Dayal, Saurabh
Sethi, Imran Syed, Ashok Khar, Madhu Chandhok,
Biney Sagoo, Aparesh Sinha, Chef Vijay Nagpal,
Bakhshish Dean, Arun Aggarwal, Avinash Garg,
Yograj, Aparesh Sinha, Daniel Metz, Paul Micallef
and Arne Kranenburg.
The delegates saw immense value in the design
topics shortlisted by industry experts. In the opening
sessions, the discussion topics were Kitchen Ventilation
and Kitchen Drainage, moderated by Barry Wormald
of ADG International and Sandeep Goel of Proion,
respectively. The discussion between Barry and
Imran Syed, Principal Architect, Bose International,
was one of the key highlights of the summit. They
discussed the use of Parametric Design, 3 Dimensional
Modelling and Virtual Reality. Imran enunciated the
advantages of 3D over 2D design and how it can save
valuable space and time. Imran also suggested how
technology can help tie intelligence into the design,
which can go over the entire life cycle of the project.
Veteran Narendra Verma, with his rich experience,
contributed to the discussion. An interesting point
in the panel discussion on Drainage was that of
impending professional liabilities resulting from
non-compliances.
These discussions were followed by sessions on
Display Kitchen Design, moderated by Narendra
Verma and sessions on Oriental Cooking and
Bakery—the last discussion was mesmerising—with
both Chef Kunal Kumar and Chef Tirath Singh being
masters of their trade. On Day one, it emerged that
whereas hotels have decent processes to achieve
their design objectives, the restaurants and corporate
cafeterias do not have the same resources and end
up with less efficient designs. Day two started with
an interesting discussion on Kitchen Refrigeration
which highlighted the gaps in the refrigeration
technology in the country and the need for the
accurate estimation of heat loads if operators want
a near perfect performance from their chillers. This
was followed by a discussion on the use of Modern
Cooking Technologies in which all four panellists
Ajay Sumrani, Chef Sandeep Ahluwalia, Mohit
Balachandran and Chef Sachin Sharma captured
everyone’s imagination with their brilliance and
deep insights into the restaurant trade.
We can improve our
design standards
only by discussing
and sharing
knowledge.
ODIYA
In a candid interview Gautam Kumar,
Executive Chef, Mayfair Lagoon and
Mayfair Convention talks about Odiya
cuisine and more.
delights
HOW DID YOUR LOVE FOR
FOOD BEGIN? WHAT WAS THE
INSPIRATION BEHIND YOUR
CAREER CHOICE?
Gautam Kumar
58
I am a small town boy from Jamalpur,
Bihar. Since childhood I love travelling.
I simultaneously experienced food and
fell in love with it. I used to watch
cookery shows and read different
cooking books and recipes. I studied
hotel management with IIAS Kolkata.
I now have the work experience of 17
years with brands like Chokhi Dhani,
Grand Hyatt Delhi, The Imperial Delhi,
Shangri-la New Delhi, Thunderbird
Resort, The Deltin Daman & Goa and
Mayfair Lagoon Bhubaneswar, all at
different levels.
Reading about culture, food and
tradition is my hobby and food was
an area I chose because I can make
CHEF TALK
people experience different cuisine across
the globe and get recognition. I am also
working on food’s impact on health and am
writing on the website thechefonline.com.
The site has a number of cooking tips also.
CAN YOU TELL US ABOUT
ODIYA CUISINE? WHICH ARE
THE POPULAR DISHES OF THIS
CUISINE?
Odiya cuisine uses relatively less oil and
is less spicy but of great taste. Vegetarian
food has a distinct taste. Since there is a
wide coastal area there is plenty of fish
and seafood consumed. Popular dishes
include: Mati Handi Manso–mutton cooked
in earthen ware; Chhatu Besar–light local
mushroom curry; Chhena Matar Tarkari–
home made paneer dumplings and green
pea; Dahi Pokhaal–whole night soaked
cooked rice in water with curd: Pitha–
steamed rice dumpling; Kankora Curry–crab
curry and Chhena Poda–Sweetened panner
cooked in open fire by wrapping with banana
leaves. Essential ingredients for Odiya cuisine
are mustard oil and turmeric power.
TELL US ABOUT RESTAURANTS AT
MAYFAIR LAGOON.
We have following restaurants, with
respective walk-in guests listed:
1. Teapot (Round the clock coffee
shop) – Buffet (Breakfast, Lunch and
Dinner – 120 guests walk-in.
2 Lemon Grass (Oriantal) – Bali Prawn,
Thai Curry – 70 guests walk-in.
3. Nakli Dhaba – Tandoori Pomfret,
Biryani and Balti dal – 120 guests
walk-in.
4. Kanika – Chhatu Vada, Chingudi
Chhecha – 30 guests walk-in.
5. Super Snax – Mayfair special mini
dosa, Aloo Tikki, Baked Gud Rasgulla –
100 guests walk-in.
6. Mammamia (Bakery and
Confectionary ) – German Silk cake
and Opera Slice – 120 guests walk-in.
7. Mammamia ( Itlaian and Maxican)
– Cilantro Soup, Kolkata Bekti – 60
guests walk-in.
8. The Cellar (Pub) – Finger Food.
Popular dishes for in-room dining
include: Chicken Curry, Seasonal
vegetables, Dal Makhni, Thai Curry and
Grilled Kolkata Bekti. We have plenty
of options as speciality restaurants are
concerned about foreigners and expats.
But they do enjoy our Indian food at
Nakli Dhaba as we have made sure that
our Indian cuisine is made with less oil
and is delicious.
KINDLY TELL US ABOUT THE
EFFORTS AT THE MENU AND ITS
PERFECT EXECUTION OF MEALS
AT THE 50TH FHRAI CONVENTION.
It was pleasure to have the FHRAI
convention. We cutomised the menus with
the consent of the FHRAI F&B team. The
lunches on all three days were of different
cuisines but we also kept frugal food (basic
homely food) from all the four regions
of Indian. For dinner for the Sufi night it
was Awadhi cuisine and at Puri the food
was seafood-based. We tested and tried
each menu item and did simulations
before the function.
CHEF TALK
Rapid Fire
QUESTIONS
Q.
What ingredients could
you not live without
when preparing Indian
dishes?
Salt and spices
Q.
What is the one
trait that you think
is imperative for a
person who wants to
be a member in your
kitchen?
Passion
Q.
Your favourite
destination to travel to
for food
London
Q.
Your last meal
Fish curry cooked by
my wife
IS INDIAN CUISINE HOT OR
SPICY? DO YOU THINK THERE
IS A NEED TO SIMPLIFY INDIAN
CUISINE FOR THE FOREIGN
CONNOISSEURS?
Much of Indian cuisine that we are serving
at most of the restaurants across the globe
has not been prepared according to the
traditional method though we are very
authentic with biryanis and non-vegetarian
curry preparations. Our ancestors never
used to cook food with separate gravy.
Food which we are serving has been
inspired by French chefs who make
gravy separately. We need to simplify
the vegetarian food as richness is only
in Mughal food. Butter and cream was
hardly used—it was ghee. From Kashmir to
60
Bengal, all were using mustard, not refined
oil. Vegetables were never fried and chefs
are doing it but this cannot give the true
taste. So we need to work in ancestorstyle, just as we did during FHRAI. We gave
hoteliers real food to experience and it
was appreciated.
WHAT ARE THE CURRENT FOOD
TRENDS YOU ARE SEEING
GLOBALLY?
The world is getting smaller because of
communication and because people travel
a lot. I love the way trends are going. These
are exciting for us chefs. Nowadays chefs
keep on doing new things by amalgamating
their basic cuisine with others. The food
they are cooking is healthier and well
presented and they prefer fresh ingredients.
CHEF TALK
À la minute cooking is going on. Bulk
cooking and presentation is getting
diminished. For instance, for Indian food,
less of spices and fat are used. Cakes and
pastry are being prepared with minimum
cream. Even sugar-free and low calorie food
is getting popular and in demand. Small
portion and mostly live cooking happens
for banquets. Chefs are working a lot on
theme-based food and service sequence.
WHICH EQUIPMENT HAVE YOU
RECENTLY ADDED TO YOUR
KITCHEN TO HELP OPTIMISE
RESOURCES?
We have recently added a blast chiller.
It is basically used to bring hot food’s
temperature to chill temperature quickly. It
is very helpful for us to keep our food safe
as food is not getting exposed to
danger. We make all the gravy and
sauce in a single kitchen and
simultaneously cool them in the blast
chiller and distribute to all kitchens, which
helps us in maintaining consistency.
YOUR IDEA OF THE PERFECT
MEAL AND WHAT ADDS THE
LURE FACTOR TO IT.
Serving the contemporary fashion
food as well as including the local
taste for the guest is the perfect meal.
Suitable ambience and theme. Crockery
and glassware match the food. The
lure factor will be the food taste
and authenticity and the guest will
find the presentation made in a totally
different way.
Nowadays chefs keep
on doing new things by
amalgamating their basic
cuisine with others. The
food they are cooking
is healthier and well
presented and they prefer
fresh ingredients.
EVENTS
MARRIOTT HOTEL INDIA’S CSR INITIATIVE
A
ll General Managers of Marriott
Hotel India joined hands for a
noble cause. They united across India
to contribute to ‘Rising Star Outreach’,
which was in continuation to the ‘Joy
of Giving’ week celebrations during
October first week. As part of corporate
social responsibility they donated funds
towards ‘Rising Star Outreach’, an
initiative by Marriott International for
the education of underprivileged children
whose parents have been affected by
Leprosy. ‘Rising Star Outreach’ is fondly
called Marriott home.
The General Managers collected a sum
of `4,532,474 to help deliver vital
services to the students in the school
LARA DUTTA WESTIN’S BRAND
ADVOCATE IN ASIA PACIFIC
W
estin Hotels & Resorts has announced
its partnership with wellness expert and
ex- Miss Universe Lara Dutta who is the newest
Asia Pacific Westin Well-Being Brand Advocate.
The partnership continues the momentum
of The Westin Well-Being Movement, a $15
million brand-wide campaign launched last year
designed to enhance the well-being of guests
and associates around the world.
In her role as a well-being brand advocate, Lara will share with guest her holistic
lifestyle tips for restoring calm and balance at home or on the road. She will share
how, despite her hectic schedule, she is able to maintain a balance of work and life.
She will also create content and share her wellness and fitness choices on social
media channels in order to reach a wider audience of guests and associates around
the world. Lara Dutta said, “I have always believed in a holistic approach to
wellness; what one eats, what exercise regimen one follows and how one counters
stress. The key to wellness is balance and positive thinking. I have benefited from
this in my profession and personal life. “
62
and the people affected by leprosy in the
Bharathapuram colony. The funds raised
will be used for providing educational
opportunities for adults and children,
focusing on English instruction and
computer literacy.
The children are also introduced to
business training and concepts like
micro-credit, which has helped turn
the poverty-stricken hamlet into a
thriving colony. On their visit to ‘Rising
Star Outreach’, the general managers,
along with the children, planted trees
and named each tree after Marriott
brands, namely, Ritz Carlton, JW,
MHRS, Renaissance, Marriott Executive
Apartments, Courtyard and Fairfield.
EVENTS
ICF HOSTS THE 12TH ANNUAL CHEF AWARDS 2015
T
he culinary fraternity came
together to celebrate the
International Chef Day. The Indian
Culinary Forum (ICF) hosted the 12th
edition of the Annual Chef Awards
2015, in an association with the
apex bodies, the Indian Federation of
Culinary Associations (IFCA) and World
Association of Chef’s Societies (WACS),
at The Ashok Hotel, Chankyapuri,
New Delhi. Vinod Zutshi, Secretary,
Ministry of Tourism, Government of
India, felicitated the winners on their
excellence in the culinary field in the
presence of eminent names from the
hospitality industry.
The culinary extravaganza kicked-off
with a four-day long trade test in
which over 100 chefs participated in
11 categories of culinary competition
and showcased a series of live culinary
skills. The winners in the different
award categories were: Outstanding
Contribution to Indian Cuisine - S.S.H.
Rehman, Lifetime Achievement
Award - Chef Vincent Joseph, Best
Food Writer Award - Rupali Dean,
Golden Hat Award - Chef Rakesh Sethi
(Radisson Blu, Dwarka), Silver Hat
Award - Chef Arvind Rai (The Ashok,
New Delhi), Chef of the Year Award
- Chef Vinay Sehgal (Dramz), Master
Chef International Cuisine Award Chef
- Pranab Nayak (Old World Hospitality),
Master Chef North India Cuisine
Award - Chef Lukesh Bajaj (Radisson
Blu, Dwarka), Master Chef Rest of
India Cuisine Award - Chef Sebastian
(Lite Bite Foods), Master Chef Kebabs
Award - Chef Ratan Singh Negi
(Radisson Blu, Noida), Master Chef
Indian Sweets Award - Chef Dalbir
Singh (Ashok Hotel), Master Chef
International Confectionary Award
- Chef Nitin Singharia (Le Meridien),
Master Chef Oriental Cuisine Award
- Chef Martyn Lepcha (Radisson
Blu, Noida), Kitchen Artist Award
- Chef Prabhas Mandal (Old World
Hospitality), Student Chef of the Year –
Nikita Singhal (IICA, Hauz Khas).
Products&Services
PRODUCTS
64
PERFECT GOURMET
COFFEE WITH THE BOHO
¢ Bonhomia, the coffee and tea capsule brand that
launched earlier this year, has now introduced its very own
brewing machine–the BOHO. Speaking at the launch of the
BOHO, Kunal Bhagat, CEO, Indulge Beverages said, “Our
brewer technology is teamed with great ease of use and
timeless design. The BOHO machines are equipped with
an extraction system that works at a very high pressure.
Each parameter has been calculated with precision to
ensure that the flavour notes of each variant can be
expressed, giving it body and creating an incomparably
dense and effervescent crème.” Tuhin Jain, CMO Indulge
Beverages, said, “The BOHO has been created to be a
perfect partner to your living room, next to the bar or your
office boardroom! The BOHO gives you another reason to
go the capsule route–the state-of-the-art coffee capsules
marry the convenience of an ‘instant’ with the indulgence
of a freshly ground brew and enables
any individual to create a perfect cup of
coffee in the comfort of home–with a
consistent quality each time.”
NEW MIELE
BLACK WING
COOKER HOOD
DA 6096 W
¢ Miele has introduced the all new Black Wing
Cooker Hood DA 6096 W that will make a bold
statement to the kitchen. It has many features to
look out for. It is made up of stainless steel and
Obsidian black glass. The hood canopy stretches
90 cm wide, allowing good headroom for even a
tall person. It has an extremely efficient level of
extraction with the help of 10-ply stainless steel
grease filters. These are durable and dishwasherproof, making life much easier. It is a powerful
appliance that can extract fumes upto 650 m3/h
in its ‘Intensive’
setting. It is a safe and
easy to clean gadget
as the Miele CleanCover
proves for a smooth surface conceal that
prevents contact with electrical components and
motor. The cooker is equipped with a powerful
LED lighting to illuminate the hob with a natural,
warm, and even light (3500 K). The Miele LED
spotlight consumes only 3 or 4.5 W and saves a
lot of electricity.
PRODUCTS
SAFE WATER ON THE MOVE WITH LIFESTRAW
WATER FILTERS
¢A&S Creations, importer and
distributor of renowned adventure
and outdoor lifestyle brands, has
introduced LifeStraw water filters
in India. The product is LifeStraw
Go, a refillable water bottle that
removes bacteria and parasites
from water to make it safe to
drink. It is ideal for outdoor
activities, travel and emergency
preparedness.
LifeStraw Go incorporates award-winning LifeStraw
hollow fiber technology into a durable, refillable
water bottle. This efficient filtration method requires
no chemicals such as chlorine or iodine. Users simply
scoop water into the bottle, screw the lid on, and sip
clean water through the mouthpiece.
LifeStraw Go is durable and effective. It removes
99.999 per cent of bacteria, such as E. coli and
Cholera, and 99.9 per cent of parasites, such as
Cryptosporidium and Giardia, and it removes
particulate matter. It is made of durable plastic
and doesn’t require electrical power, batteries or
replacement parts. Instead, LifeStraw uses advanced
hollow fiber technology to remove contaminants and
is powered by user-generated suction. Each will filter at
least 1,000 liters of water.
¢Blum, an international manufacturer
of furniture fittings, along with Hafele,
has launched its elegant box system
Legrabox Pure. Legrabox pure is a
slim, sleek and streamlined furniture
design which delivers top quality
motion and offers enormous scope
for design. Ambia-line, the special
inner dividing system for Legrabox,
consists of elegant frames that
beautifully organise furniture interiors
throughout the hotel.
BLUM WITH HÄFELE
INTRODUCES
LEGRABOX PURE
Legrabox is characterised by its sleek,
straight-cut design and the use of
fine materials such as stainless steel with anti-fingerprint
coating and steel with matt coatings in various colours.
Blum has developed a new runner to deliver a high quality
of motion. Legrabox not only boasts a minimalist design
but also excels in technical features such as a synchronised
feather-light glide for a smoother running action. Blumotion
ensures that Legrabox Pure closes softly and effortlessly.
Blum also offers a servo-drive (electric) opening system
which provides opening ease. There is an inspirational new
motion technology by the name of Tip-Onblumotion which
combines two functions in one: easy one-touch opening
(Tip-on) and soft and effortless closing (Blumotion).
APPOINTMENTS
NEW
ROLES
appointments
KAUSHIK VARDHARAJAN
SAMIR KANT AVASTHI
HARPREET VOHRA
Vice President, Development – India
Hilton Worldwide
General Manager
DoubleTree by Hilton Gurgaon New Delhi-NCR
General Manager
Park Plaza Gurgaon
Hilton Worldwide has appointed
Kaushik Vardharajan as Vice
President, Development–India. He will
lead the expansion efforts of Hilton
Worldwide in India and is based at the
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Delhi NCR. A global veteran from HVS
Hospitality Services, Vardharajan’s career
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included positions in North America and
Asia. Most recently, as Partner Managing
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Services, Vardharajan spearheaded
strategy for the region.
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Director of Sales–ISO and successfully led
the company’s efforts to gain a greater share
of business in the Indian market. Before
joining Hilton Worldwide, Samir was with
The Explorers, a destination management
company based in New Delhi. He has also
has been with the InterContinental Hotels
*URXSDV6DOHV Manager.
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Harpreet Vohra has been recently
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working at Radisson Blu Agra. With an
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heights. Vohra’s work experience includes
stints at Hyatt International, Taj Hotels,
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The Lalit New Delhi and Hyatt Regency
in Mumbai. He has a bachelor’s degree
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management as well.
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RAM CHATTERJEE
ROSHAN RAJPAL
Director of Spa
Pullman-Novotel New Delhi Aerocity
Executive Assistant Manager–Marketing
Novotel Hyderabad Airport
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hospitality industry. In his new role at Pullman Novotel New
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Delhi. He has expertise in spa, salon and recreational activities
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natural living with yoga gives him an edge in wellness consulting
and sales strategy development. He has been associated with
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Hyatt Regency Kolkata, Taj hotels and ITC hotels.
The Novotel Hyderabad Airport has appointed Roshan
Rajpal as Executive Assistant Manager for Marketing.
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passion for marketing and sales. She is a graduate of Accor’s
International Hospitality Program and has also completed a
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of Sales and Marketing at the Novotel Bangalore Techpark.
At Novotel Hyderabad Airport, Rajpal will be responsible for
marketing and sales activities. She will also be responsible for
the hotel’s marketing strategies and plans.
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66
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APPOINTMENTS
SANJEEV TANDON
SUNISHCHAL PARASNIS
Director–Sales and Marketing Grand Hyatt Mumbai &
Area Director–Sales and Marketing, West India
Hyatt Hotel Corporation
Director–Sales
Park Hyatt Goa Resort and Spa
Sanjeev Tandon has joined the Hyatt family in India
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Mumbai and Area Director–Sales and Marketing, West India,
Hyatt Hotel Corporation. Tandon will oversee the Sales and
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the West India hotels which comprise seven hotels in Mumbai,
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an experience of over two decades with renowned hospitality
brands in India, the Middle East and Thailand, he is excited to
be back home for this assignment with Hyatt. He gained his
extensive experience in part from stints at the Sheraton, Le
Meridien, Taj, Oberoi, Dusit Thani, Jumeirah International and
Moevenpick hotels.
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Sunishchal Parasnis has been associated with the
hospitality industry for almost a decade now, with
nine memorable years at Hyatt India. After a fruitful
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the Sales and Marketing team, Parasnis has now been
appointed Director of Sales for the luxurious Park Hyatt
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In his new role, he will supervise and support the sales
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has spent most of his childhood in Mumbai and has
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a Masters Degree from Mumbai.
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VIKASH PRASAD
RAKESH KUMAR
GUHANESHWARAN V
Executive Chef
Crowne Plaza Jaipur
Executive Sous Chef
Alila Diwa Goa
Assistant Executive Housekeeper
DoubleTree by Hilton Pune-Chinchwad.
Vikash Prasad joins Crowne Plaza
Jaipur as Executive Chef hotel.
He will oversee the complete culinary
offering’s and ensure that the hotel Food
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and set up for success. He comes to
Crowne Plaza from The Leela Mumbai,
where he was an Executive Chef. There,
setting high standards. He launched the
famous Le Cirque Restaurant and ensured
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in Mumbai, Kolkata and New Delhi and in
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has also served in The Imperial New Delhi,
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in India and the Middle East. He is an
alumnus of The Oberoi Centre of Learning
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Management from IHM, Bengaluru.
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Kumar as Executive Sous Chef. Kumar
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at luxury restaurants and hotels. He will
add a new dimension to the offerings at
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Institute of Hotel Management Catering
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also successfully completed a carving
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later moving to The Oberoi Udaivilas in
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Falaknuma Palace as Sous Chef at Celeste.
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Chef at Pappagallo Ristorante, an Italian
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Executive Housekeeper at
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years. He started his career with the
Leela Palace Bangalore. Along with the
Housekeeping operations he also took
care of the upkeep and maintenance
of the interiors of that property. Later
he moved to the Oakwood Premier
Bangalore where he was rewarded for
being the best manager in controlling
costs. And then he moved to The
Fortune JP Palace Mysore. He has been
associated with DoubleTree by Hilton
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believes that if the staff is kept happy
by motivating and training them then
they will take care of the guest and the
department in return.
L
L
L
F&B
Magic of street food,
GOURMET STYLE
Barbeque Nation, known
for its wide range of
barbeque dishes and kababs,
has brought the flavours of
Mumbai’s Mohammad Ali
Road to Delhi-NCR.
B
arbeque Nation recently had an
awesome street food festival,
bringing Mumbai’s famous street
food to Delhi. The ‘Magic of Mohammad
Ali Road’ food festival recreated the magic
of Mumbai’s street foods at all its nine
outlets in Delhi-NCR, (Connaught Place,
Jangpura, Saket, Vasant Kunj, Pitampura,
Janakpuri, Vivek Vihar, Noida and
Gurgaon). Food lovers flocked to satisfy
their gastronomic senses in the recreated
ambience of Mohammad Ali Road and its
aromas and sights and sounds.
Our endeavour is to bring the
best of Mumbai’s street food
to our patrons in gourmet style.
We hope everyone enjoyed the
lip-smacking culinary ride from
Mohammad Ali Road.
Uday Menon
Chief Business Officer
Barbeque Nation Hospitality
68
Signature dishes included classics
such as: Tandoori Bater Musallam—
quail cooked in an oven and garnished
with lemon and onion rings, Chicken
Chatpata—slightly saucy spicy chicken,
flavoured with soy sauce and green
onions, Zamzam Pulao—a rice dish
that consists of chicken, mutton,
mixed vegetables and nuts, Mutton
Khichda—a rich, meaty stew, Patthar
ke kebab—succulent mutton and
paneer cooked on a Ladi stone, Raan
e Gosht—tender pieces of mutton in a
sumptuous gravy delicately perfumed
with spices cooked in traditional style
and Mawa Jalebi—piping hot jalebis
swimming in hot oil.
The dessert section was also packed
with a beautiful array of treats such as
Badshah Falooda, Sahi Khaza, Malpua
and Aflatoonh that satisfied even the
most discerning sweet tooth.
The rustic street flavours in all the
dishes from this scrumptious feast
were carefully re-created by the
Barbeque Nation chefs.
RNI No. DELENG/2000/1230
Posting Date 15-20 (Every Month)
No. U(C) - 306/2015-2017
Postal Reg. No. DL (ND)-11/6173/2015-16-17 NDPSO-1
Date of Publication 12-11-2015

November

Transcription

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