MYSTIC EAST ...an unexplored horizon A Bi-monthly Magazine by HRAEI | Vol 6 | Issue 4 | November - December 2020

DEKHO APNA DESH Domestic tourism shows a silver lining in the dark clouds of the pandemic

DIRECTOR'S NOTE

The industry needs a specific relief package to prevent an imminent collapse

The Indian hospitality sector, including or- The industry immediately needs a Tganized, unorganized and semi-organized specific relief package to save the sector operators, is expected to incur an estimat- from an imminent collapse. The industry ed total revenue loss of approximately INR is facing an existential crisis 'as the foreign 90,000 Cr in 2020, according to a study by exchange earnings are nil, and the do- HVS Anarock. In other words, the hospital- mestic earnings are also not even 10 per ity business is in deep trouble, an unprece- cent of the pre-Covid revenues. We also dented one ever since the World Wars. need a complete review of the KV Kamath The situation is worse for those entre- Committee proposed stringent guidelines preneurs who invested in the tourism on restructuring of Covid-19 impacted and hospitality projects just before the loans adopted by the Reserve Bank of pandemic. With zero business they had India (RBI). a hard time paying their staff, rentals The working capital requirement of the for their property and even the utility hospitality sector needs to be supported bills. The HRAEI has been appealing for by the government through a soft loan moratoriums on loan repayment and with a low rate of the interest rate. It is relaxation on interest rates on loans for necessitated because today the industry them to the central and all state govern- is finding it difficult to mobilise loans as ments in eastern India. Unfortunately, we the financial institutions have marked the have not received any response from any industry in negative lists or put us under governments. negative rating.

Mr Sudesh Poddar President, HRAEI

MYSTIC EAST | 3 EDITOR’S MESSAGE

Digital travel leader Booking.com has combined research from more than 20,000 MYSTIC EAST A BI-MONTHLY MAGAZINE BY HRAEI travellers across 28 countries to reveal trends Vol 6 | Issue 4 | November - December 2020 for the ‘Future of Travel’ - in the coming year and beyond. EDITORIAL BOARD The most encouraging trend is that during SUDESH PODDAR recent lockdowns, two-thirds (63%) of Indian PRESIDENT, HRAEI travellers reported being excited about trav- DR. SUBORNO BOSE SENIOR VICE PRESIDENT elling again; 65% travellers are wanting to MOHAMMED AZHAR travel more in the future to make up for time HONOURARY SECRETARY lost in 2020. What's more, over 50% intend VIJAY SHRIKENT to plan a trip to make up for a celebration GENERAL MANAGER-TAJ BENGAL & CITY GENERAL MANAGER, KOLKATA missed such as milestone birthday or wed- EDITOR 65% travellers ding anniversary due to Coronavirus. ATIKRAM GUPTA want to travel Domestic trips will continue to dominate EDITORIAL CONSULTANT the travel space, with 52% of Indian travellers SUSMIT BARMAN more in the future planning to travel within their own country CHIEF DESIGNER SOMU DUTTA to make up for in the medium term (7-12 months) and 41% planning to do so in the longer term (in over ‘Mystic East’ magazine is printed time lost in 2020 and published by Atikram Gupta on behalf of Hotel and a year’s time). When it comes to local travel, Restaurant Association of Eastern India. 49% plan to explore a new destination within Printed at CDC Printers Private Limited, No.45, Radha Nath their home region/country and 50% will take Chowdhury Road, Tangra Industrial Estate-II, Kolkata, West the time to appreciate the natural beauty Bengal 700 015 of their home country. All these indicate a Hotel and Restaurant Association of Eastern India, 18A/1, waiting boom of domestic tourism. Everest , 18th Floor, 46C, Chowringhee Road, Kolkata- 700 071; Telephone- +91 33 2288-1742/43, 40035993. E-mail: [email protected] Website: www.hraei.co.in

THIS ISSUE OF MYSTIC EAST CONTAINS 56 PAGES INCLUDING COVER AND BACK COVER All information in Mystic East magazine is derived from sources we consider reliable and a sincere effort is made to report accurate information. The publisher regrets that he cannot accept liability for error and omissions contained in this publication that might have crept in inadvertently. Similarly, opinions/views expressed by third parties are not necessarily shared by the magazine. However, we wish to advise 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 specific advice before acting on information contained in this publication which is provided for general use, and may not be appropriate for the readers’ particular circumstances..

No part of the magazine may be reproduced, stored in retrieval system or transmitted in 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 extract 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.

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The immediate travel trend we can see is that people have started travelling close to their home in their own private vehicles. Domestic tourism is expected to boom in the coming months. Hill- stations and beach destinations are already attracting many tourists. Until the embargo on foreign travel is completely lifted, people will keep exploring domestic destinations. This is an opportunity for the hospitality industry which has been hugely affected by Covid-19.. To attract more customers the hotels, restaurants and their ancillary sections must re-imagine, reboot and rebuild their operation and procedures. Hygiene is the new luxury for most tourists now. Those who have been able to reorganise themselves accordingly, have been able to draw guests via attractive staycation packages. Establishing stepped up cleaning protocols are a visible measure of concern for hotels and are likely to be a big part of hotel marketing in the near future. Buying and stockpiling dis- infection equipment and materials need to be done by hos- pitality operators. They have to focus heavily on contact-less technology making use of the guests’ smartphones, such as contactless check-in, keyless entry and digital payments and travel information. Finally, wherever possible hotels and restaurants need to be redesigned with effective ventila- Hygiene is the new tion systems and air-filtration mechanisms. Those who can’t luxury for most overhaul the system due to financial constraints, must ensure that windows can be opened and there’s a good exchange of tourists now indoor and outdoor air. If we can gain the confidence of guests we can help rekin- dle the bottled up feelings of people confined at home—and travel across the country in a bout of “revenge tourism” after almost a year of quarantines, lockdowns and restrictions on their movement.

Mr Mohammed Azhar Honourary Secretary

MYSTIC EAST | 5 Inside

Cover Story November - December 2020 23 DEKHO APNA DESH Domestic tourism shows a silver lining amidst the dark clouds in the post-Covid scenario of India

GM INTERVIEW 8 Sandip Johri says guests are now looking for safe and secure hotels 10

GM INTERVIEW TRAVEL TRENDS 2021 Mr Subhash Sinha says Predictions for the future green shoots have started of travel to help you build to grow in hospitality 12 strategy to attract more guests

6 | MYSTIC EAST November - December 2020

CHINESE LESSONS GM 16 36 INTERVIEW

How hospitality industry in China got revitalised during the post-pandemic era

LIGHT AND AIR Mr Saurav Ghosal says lateral 28 thinking became the new norm in the pandemic

Nowadays hotel design is aimed at keeping away all pathogens

TOUCHLESS TECH 32 Ready for the UNEXPLORED contactless HORIZON era in hotels 38 in the post- Long neglected by even the most pandemic intrepid of travellers the states known era? Here as Seven Sisters have slowly come of are five age, and may soon grow into India’s technologies most sought-after travel destination

MYSTIC EAST | 7 GM INTERVIEW 'GUESTS ARE VENTURING OUT TO THE SAFE AND SECURE HOTEL ENVIRONMENT'

Mr Sandeep Johri joined Novotel Kolkata Hotel and Residences four years ago at the time of Durga Puja as the General Manager. Johri passed out of IHM Taratalla in 1993 when New Town --the current location of Novotel-- was nothing more than a wilderness of paddy fields. Born and brought up in Rourkela (Odisha), Johri has a strong east India connection. He can speak both Odia and Bengali fluently. He is confident that the worst period in the pandemic time is over and the hospitality industry has adapted a positive outlook for next year.

What is your opinion about the role the lockdown urged them to step out played by HRAEI during the lock- and bounce back to the good times down induced by the pandemic? of dining out at the best restaurants The Hotel and Restaurants Associ- in the city. ation of Eastern India (HRAEI) has played a pivotal role in propelling the Did Novotel Kolkata close down in industry back into motion post the the early days of lockdown? How pandemic. Their efforts commenced did you cope in the early stage? as early as the first Vande Bharat Mis- Novotel Kolkata was open through- sion flights were given the nod to fly out the tenure of the statewide into Kolkata. Dedicated waiting areas lockdown. Though few in number, specifically designed for the hoteliers our teams ensured we welcomed inside the Kolkata Airport were put each guest with the same level of up by the HRAEI teams and micro enthusiasm and warmth. The core managed to the last detail. Each teams housed within the hotel prem- day we experienced their skilful and ises were committed to deliver great boundless support while welcoming services, expected from a brand such passengers to the City of Joy. as ours. We have also seen the remarkable This period posed new challenges contribution of HRAEI to work for a for each department. We stepped up social cause where hotels worked as our game in every aspect of service ‘satellite hospitals’ under hospitals to and product design and delivery. Our fight the pandemic. Association went ALLSAFE label enabled us to ensure all out and ensured enough supplies our hotel was in line with all interna- of rooms in different hotels for the tional sanitization norms and hygiene purpose of self-isolation of guests standards and our teams followed who arrived from abroad to Kolkata. every protocol shared by the local The “Dine out to Help Out” Mod- authorities. el aimed to aid the industry was a noteworthy initiative by the HRAEI What are the innovations Novotel which saw a surge in table bookings introduced to buck up ancillary rev- at several outlets in the city. This enue streams during the period? unique measure offering lucrative Do you wish to continue with these discounts coupled with the monoto- innovative ideas? ny of citizens trapped indoors due to Novotel Kolkata introduced a series

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of interesting concepts emerging out October. Our patrons were greeted Are you expecting more MICE of the pandemic and will continue to with exotic dishes prepared by our customers in the coming days? Are do so in the future. We started ‘Bakery excellent team of chefs which took postponed weddings happening (Delice) and ‘Laundry at Your Door- them on a memorable culinary jour- again? step’ – the first of its kind in the city ney post the lifting of the lockdowns. MICE events would be picking up to be offered from a 5-star hotel. We The socials segment observed a soon, with several reschedulings that offered our state-of-the-art banquet great number of queries flowing into have taken place in the first half of venues as office space for corporates our banqueting specialists, with few 2020. Several auspicious (wedding) to use as workstations. weddings already conducted at the dates are towards the latter half Furthermore, our pet friendly hotel in the months of June-July, of 2020, and it has been observed apartments are equipped with work 2020. The winter months of Novem- that changed plans and pushed from home enabled features such as ber-December too are seeing good back ceremonies and reviving for a high-speed internet access, printer traction in the form of small-scale grand celebration. Novotel Kolkata and high definition display on de- weddings taking place at the hotel. has remained as a go-to wedding mand, work desk and ample con- The main challenge comes in the destination for families in the city, nectivity options. During this period, form of volume. Post pandemic as we have always kept the promise we launched ‘Pop Up Apartment’ weddings are restricted in size in line of delivering food and service par restaurant – an exclusive private din- with guidelines received from local excellence. ing opportunity in our well-equipped government authorities. As a practice, and ALLSAFE serviced apartment we will never compromise on guest What is your projection for the where we have ensured contact-less experience. No matter the size, we hospitality business in 2021? procedures are followed to enhance always ensure to put our best foot We are confident that the worst the dining experience. A personal forward towards a grand wedding period is over and have adapted a butler and chef are around to assist ceremony. positive outlook for next year. Though guests with personalized meal pref- not at par with previous year’s levels, erences. The four-course menu has Can you see green shoots after the in 2021 revenue stream is expected been digitized with QR code and UPI festival season? to reach at least 60% of that of 2019. payment methods with a provision of We are upbeat about the upcoming Guests are venturing out more and ‘Make Your own Cocktail Bar’ feature winter season with Diwali around the coming to the safe and secure hotel to help choose the perfect drink for corner, soon to be followed by Christ- environment, which gives us an op- the occasion. mas and New Year. Novotel Kolkata portunity to serve them with our best has been a pioneer in conducting hospitality. How has the situation changed awe-inspiring events and festivals after the hospitality industry was in the winter months and we are Do you think the industry will be gradually unlocked? focused on maximizing our resources back on its feet by 2022? A relief for hotels across the country, and putting all our efforts in utilizing Without a doubt, 2022 would see unlock 5.0 saw a gradual increase in the positive signals we are receiving a drastic revival for the Industry. footfalls at the hotel over the last few presently. Though we are still in the Kolkata has been a hub for large months. With all inclusive, full board initial days of the new normal era, I scale doctors and medical confer- deals, staycation and festive pack- am confident these signs will benefit ences which were pushed back this ages, we witnessed a surge from the the hotel in the longer run and we year. MICE events, sports tourna- domestic market. The sports segment will be back stronger than ever. ments, exhibitions, roadshows, and has seen some positive vibes for With the Mecca of Football located several other pending conferences the hotel supported with scattered, in our very own, beautiful city, the are expected to be executed in the transient FIT guests opting for 5-star football fever is expected to catch up crucial year of 2022. Till then, we are accommodations in the 4th quarter soon. This will yield more guests in hoping for the best, and wishing our of 2020. Food and beverage being the upcoming days, very well backed patrons, advocates, associates and a focus area was in high demand, by the strong emphasis we are impos- partners a very safe and vibrant year especially in the auspicious month of ing on our food & beverage offerings. ahead.

MYSTIC EAST | 9 GM INTERVIEW 'GREEN SHOOTS HAVE DEFINITELY STARTED TO GROW'

Mr Subhash Sinha, the General Manager of The Westin Kolkata Rajarhat is a veteran in the business of hospitality. He is reputed for his appetite for the culinary arts which he has married with his nifty managerial skills to successfully lead and inspire highly performing teams. Prior to joining The Westin Kolkata Rajarhat, Subhash has achieved outstanding results in his role as General Manager of Marriott Suites Pune. He led this property boasting 199 suites since it was launched in May 2016. Armed with a Diploma in Hotel Management from IHM, Kolkata with a specialization in Catering Technology, his honesty and sincerity have been the stepping stones for the northward ascent in his career. In fact, his keenness for the industry was recognized early in his career when he was awarded with Marriott Global Chef of The Year Award 2012 and Award for Culinary Excellence 2011. Mr Sinha spoke to Mystic East in an exclusive interview. Here are the excerpts:

How did you cope in the early days Do you wish to continue with these of lockdown induced by Covid-19? innovative ideas? We had around 18-20 rooms (out of Definitely. Since these are generating 303) occupied when the lockdown revenues. Every crisis and the human was announced. We shut down several ability to fight it out gives you new floors and minimised the cost as much opportunities. Crises inspires you to as we could manage. All the outlets venture out into new areas. were closed following the govern- ment norms. We had got everything How has the situation changed quite centralised. We were providing after the hospitality industry was gradually unlocked? services for only those 20 rooms. We We had a good run in October. We shut down all kind of peripherals. But could manage break even. Moving maintenance works went on as usual. forward we will start building up the loss now. Struggle and the effort will Did you introduce any innova- go on. Right now the focus is that tion to buck up ancillary revenue cost should be contained. streams during the period? We introduced Kolkata Bread Compa- Can you see green shoots after the ny (KBC) that brings the best of bakery started looking at some other streams festival season? Do you expect a assortments and health breads. This as travel for the corporate world has large number of customers in the included desserts, fresh bread, pas- not started yet. So then we started Christmas and New Year? tries, cakes and much more and Marri- tapping our property for many movie Green shoots are definitely starting to ott on Wheels to take the products to shootings. Movie crews from both grow now. different housing societies. There was local and outside camp in the hotel Are you expecting more MICE cus- a huge response for our fresh bread, and carry out shooting. I can’t tell you tomers in the coming days? pastries and all kinds of bakery items. the production houses or the names Weddings have started to happen. People could experience 5-star confec- of movies. This was a significant new Local guests are coming and staying, tionaries sitting at home. stream of business. especially on weekends. Because we We also introduced home deliver- Basically, there was a rethink of have been able to build the confi- ies. After the lockdown was lifted we business. New ideas emerged. dence in these people. That our hotel

10 | MYSTIC EAST November - December 2020

is hygienic and we are following all our commitments to keep the premises clean and safe. This is part of a Marriott Bonvoy app, a worldwide initiative. We invite them to come and stay safely. We have introduced some attractive staycation packages. In the coffee shop we have start- ed special buffets. Seafood on the menus. A la carte style buffet in Japa- nese restaurants. Beverage packages in the 31 32, the highest rooftop lounge in the city.

What is your projection for the hospitality business in 2021? Eventually by the Q3, we expect to reach the 2019 numbers. From thereon, things should start moving in a very positive direction. In Q4 the growth will be robust.

Do you think the industry will be back on its feet by 2022? Yes. I have very positive vibes about it.

MARRIOTT BONVOY Guests can unlock their stay with along with being able to track points to worry about forgetting a key Mobile Chat the Marriott Bonvoy™ App. The app and manage your entire account. card. Use it to open your room, Mobile Chat works just like texting requires either a telecommunica- As following are the benefits of this parking garage, fitness centre, and lets you talk directly to your ho- tions network or wireless internet unique contactless service. lounge, pool and other areas tel. Ask for information about hotel connection because it uses current around the hotel. features, receive local recommen- data for most of its functions. To get Mobile Booking dations and more, all while on the the app one has to go to the Apple Search more than 7,000 hotels Manage Your Account go—before, during or even after App Store or the Google Play Store across 30 brands and easily book Easily manage your Marriott Bonvoy your stay. from your mobile device or tablet right from your phone. Get our account with the app. Check your Mobile Dining and download the Marriott Bonvoy lowest rate and exclusive mem- points balance and view your stay Want to order ahead while you’re App. It’s free to download and is ber benefits when you book with history, member card and more. out exploring? Browse and order available in seven languages—En- Marriott. from your hotel’s menu at partic- glish, French, Spanish, German, Chi- ipating properties, and your food nese, Japanese, and Korean—with Mobile Check-In Mobile Requests more on the way. One doesn't need Check in from anywhere with Need something? Mobile Requests will be ready when you return. to be a Marriott Bonvoy member Mobile Check-In. Let us know when gives you a list of amenities to to use the app. You can look up an you’re arriving, and we’ll send you choose from to customize your stay Shuttle Tracker existing reservation, or book as a a notification when your room is or to ask for something you forgot, Track the location of your hotel non-member. However, members ready so you can get there faster. like a comb, razor or toothpaste. shuttle in real time, right from the who book directly with Marriott get Texting conversation helps custom- app. Live maps and estimated wait access to more enhanced features Mobile Key ers ask the hotel front desk for a times allow you to get to and from like Mobile Check-In and Mobile Key, With Mobile Key you’ll never have phone charger. your hotel with ease.

MYSTIC EAST | 11 FUTURE OF TRAVEL

TRAVEL TRENDS 2021 Even though vaccines have been launched, the shots are not going to reach everyone soon and it will take months to understand how well they work. Social distancing and wearing masks is going to stay for some time

81% of travellers are willing to wear a mask in public

IGITAL travel leader Booking. responding that they won’t be fundamental and enduring role that D com has combined research comfortable travelling until a Coro- travel plays in all our lives and the joy from more than 20,000 travellers navirus vaccine or treatment is in and inspiration it brings to people across 28 countries and territories, place, it may be a long time before we during times of uncertainty. Enhanc- including India, with insights from experience the world as freely as we ing our understanding of one another proprietary search, data as well as did previously, but the industry will and our common desire to explore over 20 years of travel expertise to continue to adapt at pace, satiating beyond the horizon, I believe that reveal nine for the ‘Future of Trav- our appetite to travel whenever it’s travel has a unique potential to come el’ - in the coming year and beyond. safe to do so. back stronger than ever in the years From making travel plans to a familiar Ritu Mehrotra, Country Manager, ahead as a primary driver of growth, destination to being more price India, Sri Lanka and Maldives at Book- equality and prosperity for people ev- conscious - here is a look at what will ing.com said: “2020 has been a year erywhere. In the meantime, with our be the future of travel in 2021, and like no other and while it will be some mission to make it easier for everyone beyond. time before travel returns to pre-pan- to experience the world, we will be With 71% of Indian travellers demic levels, all signs point to the there for our customers offering the

12 | MYSTIC EAST November - December 2020

widest choice, great value and the easiest experience from anywhere and on any device so travellers can enjoy all of the unforgettable experi- ences this world has to offer.” Here are the 9 predictions by Booking.com that will shape future of travel:

1. Safety Cleans up: In the future, 86% of Indian travellers will take more precautions due to Coronavirus and will look to the travel industry to help them gear up for this new normal. 71% will avoid certain destinations and 78% expect tourist attractions to adapt to allow for social distancing. In parallel, 77% will only book a partic- ular accommodation if it’s clear what health and hygiene policies it has in place, with three quarters (79%) favouring accommodations that have antibacterial and sanitising products. 78% of Indian travellers will accept traveling to destinations that have health spot checks on arrival and 81% will accept wearing a mask in public.

2. Wandermust: Time at home has made people crave the world outside While there are risks associated with flying, it is safer than you think. With the air volume in the cabin of an aircraft being completely refreshed every two to four more than ever. During recent lock- minutes, the air quality on a commercial airliner is actually quite high downs, two-thirds (63%) of Indian travellers reported being excited about travelling again while 63% will be more price-conscious when it do 36% when it comes to the flexi- indicated they are more appreciative comes to searching and planning a bility to change dates without being of travel and will likewise not take it future trip. In addition, 64% are more charged. for granted in the future 65% Indian likely to hunt down promotions and 4. Familiarists not Tourists: Domes- travellers are wanting to travel more savings, behaviours that we predict tic trips will continue to dominate in the future to make up for time will last years. The value consumers the travel space, with 52% of Indian lost in 2020. What's more, over 50% expect will go beyond price tags travellers planning to travel within intend to plan a trip to make up for a with 77% of Indian travellers stating their own country in the medium celebration missed such as milestone they want travel booking platforms term (7-12 months) and 41% plan- birthday or wedding anniversary due to increase their transparency about ning to do so in the longer term (in to Coronavirus while 54% intend to cancellation policies, refund process- over a year’s time). When it comes rebook a trip they had to cancel. es and trip insurance options. The to local travel, 49% plan to explore a focus on flexibility will also remain at new destination within their home 3. Vital Value: Travellers will be the forefront, with 38% of travellers region/country and 50% will take the scrutinising spend in 2021, with 70% considering refundable accommoda- time to appreciate the natural beauty of Indian travellers indicating they tion a must-have for their next trip as of their home country. 57% intend

MYSTIC EAST | 13 FUTURE OF TRAVEL

to travel somewhere - locally or not - and 81% say that accommodations More than half (58%) will want tech they’ve already been previously for its will need to use the latest technol- options to make last-minute restau- familiarity. ogies to make travellers feel safe. rant reservations and 63% will want 5. Bye Bye 9 to 5: Working remotely more self-service machines instead of has irreversibly entered the main- ticket desks. stream during the pandemic with the knock-on effect that more people 8. Search Escapism: Seeking comfort will look to take longer trips in the Test, track and trace and distraction during weeks in lock- future that effectively combine work To gain more insight into how the travel down, the majority (94%) of Indian and pleasure than ever before. 68% industry and governments can work to travellers spent time looking for va- of Indian travellers have already rebuild traveller confidence, Amadeus, a cation inspiration, with 56% looking considered booking somewhere to global leader in travel technology, com- at potential travel destinations as missioned research to learn more about stay in order to work from a different traveller’s top concerns and what types of often as once a week. Social media is destination, while 63% would be will- technology would help travellers feel safe not the only source of inspiration for ing to quarantine if they could work and comfortable enough to travel and Indian travellers when day-dreaming remotely. Almost two-thirds (63%) of help spur recovery of the travel sector. about their next trip, with 49% also New consumer research reveals how Indian travellers say that they would technology can boost Indian traveller opting to have a good old-fashioned take the opportunity to extend any confidence and accelerate demand chat with friends and family to spark business trips to also enjoy leisure their travel creativity. In addition, time at the destination. Overall, the priorities Indian travelers 46% of Indian travellers feel nostalgic wanted from technology were for it to: looking through old photographs 6. Impact Awakening: Travellers will from previous vacations to help them have a more eco-conscious mindset • Minimize face-to-face or physical con- decide on a future trip, recognizing tact with others (34%) next year and beyond, with 70% of In- that analog inspiration will also have dian travellers wanting to travel more • Reduce queues and congestion in a recognizable resurgence on our sustainability in the future. As a result, public places (32%), compared to 45% in social media feeds. Singapore 78% expect the travel industry to offer more sustainable travel options, • Protect financial data and personal 9. Simple Pleasures: 75% of Indian and travellers will consequently visit information (32%), slightly less than travellers will look to appreciate Singapore (37%) alternative destinations in a bid to more simple experiences such as avoid travelling during peak season • Minimize the requirement for physical spending time outdoors or with the (54%) and overcrowding (49%). Ad- documents (31%) family while on vacation. 68% will ditionally, the impact of Coronavirus • Ultimately, as stakeholders work to seek out more rural, off-the-beaten- has inspired 55% of Indian travellers rethink travel, survey results show that track experiences to immerse them- to consider reducing waste and/or the top five ways to build traveler confi- selves in the outdoors. Considering recycling their plastic when traveling dence worldwide include: the renewed emphasis on privacy, once all travel restrictions are lifted, • Provide access to flexible change, can- sufficient space and personal control showing that people are not just cellations policies and payment terms to over cleanliness and hygiene, we committed to protecting themselves, avoid losing money (39%) will see travellers look for accom- but also the places they visit. • Limit the number of passengers on a modation ‘closer to home’ with 62% plane (38%) preferring to stay in a vacation home 7. Spontechnaity: Tech innovation • An ability for travelers to socially or or apartment. 68% will opt to eat in will play a crucial role in rebuilding physically distance themselves through- more as opposed to eating out at traveller confidence, and we will see out the journey (36%) restaurants. Relaxing trips will also the accelerated use of tech to adapt • Having visibility to and assurance of san- be high on the travel agenda in the to a new type of traveller. Already, itization, hygiene and safety measures in ‘new normal’, with 47% of saying 79% of Indian travellers agree that hotels and accommodations (36%) it was their preferred type of trip technology will be important in con- • Effective test, track and trace programs followed by beach breaks (30%) and trolling health risks when travelling in place (34%) city trips (25%).

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STRATEGY LESSONS FROM CHINA Learn how the hospitality industry in China was activated and revitalised during the post-pandemic era

Airports wore a deserted look for months during the pandemic

HE effect on human health and its ramifications. this regard, to the best of our knowl- has been the most devastat- China’s hospitality industry was edge, this is the first study to explore T ing and observable of all the the first to be hit by the devastating the COVID-19 management frame- effects of coronavirus disease 2019 impact of the COVID-19. However, it work in the context of China’s hotel (COVID-19). However, the unfolding has been presenting early signs of industry; the framework addresses economic catastrophe resulting from performance recovery since the end phases, principles, and strategies of this pandemic sets apart the latter of March 2020. The overall effects of the industry’s anti-pandemic journey. from any disaster in living memory. COVID-19 on China’s hotel industry This study contributes to practical Since the outbreak of COVID-19 at are depicted in the first section of the implications by recommending the the end of 2019, industries have been study. Depicted later in this study, the hotel industry to gain on the major plagued by uncertainties, and this anti-pandemic experience and strat- trends that may follow the funda- scenario is especially evident in the egies of China’s hotel industry would mental and permanent changes that tourism and hospitality industry. As respectively help the hotel industry COVID-19 is expected to bring to the an industry based on human mobility in other parts of the world to forecast industry; this discussion may shed and close interaction, the tourism and the disastrous scenarios and industry light on the industry activation and hospitality industry is the co-creator recovery and undertake effective an- revitalization during the post-pan- and main receiver of the pandemic ti-pandemic actions (Valle, 2020). In demic era.

16 | MYSTIC EAST November - December 2020

The Impact of COVID-19 on 2020. As per STR (2020), from January the second largest hotel group in China’s Hotel Industry 14 to 28, the occupancy (OCC) of the the world and the largest in China, China was the first country affected hotels dropped from around 70% to Jinjiang International, reported a by the health crisis, and thus its hotel 8% and remained under 10% in the net profit of 171 million Yuan (ap- industry has encountered severe following 28 days. Almost 40% of the proximately US$24.1 million), a YoY challenges. These challenges have af- hotels were shut down temporarily in decrease of 42.3%. The world’s 9th fected every stakeholder in the hotel February. Zhang et al.’s (2020) study largest and China’s 2nd largest hotel industry. Owing to travel bans and so- on 498 hotels revealed that the over- group, Huazhu temporarily closed cial distancing norms, there has been all OCC dropped by 89% in two weeks few of its hotels, with the numbers a decline in tourists’ willingness and between January 14 and 28 and, sub- declining from a peak of 2,310 hotels access to travel. This has led tourists sequently, remained at around 10% in mid-February to 369 in the subse- to cancel travel plans and hotel book- until the end of February. In major quent month. The quarterly revenue ings, which has eventually affected cities, hotels’ revenue per available of the BTG Hotel Group (10th largest the job and income security of hotel room (RevPAR) declined by over 85% in the world and 3rd in China) was employees. The consequential short- year-over-year (YoY) in February. 801 million Yuan (approximately age of labour and cash has led to the As the pandemic intensified, the US$112.86 million), which indicated postponement of hotel renovation financial loss of China’s hotel industry a 58.80% YoY decrease (Real Estate projects, decelerating the expansion continued to the first quarter and Opinion Network, 2020). The OCC of of domestic hotel groups. In order to its impact was evident in the finan- Dossen International Group, the 14th survive, many hotel owners, espe- cial reports of several hotel firms. largest hotel group in the world and cially individual hotel owners, have For instance, concerning domestic the 6th largest in China, fell by 50% temporarily shut down or transferred brands, in the first quarter of 2020, and its revenue dropped by 80% YoY. their properties. This scenario has led to a sharp decline in the market value of stocks in the hotel sector. In other words, the pandemic has been devastating hotel firms’ market and performance. The sudden outbreak of COVID-19 swept through Chinese lunar new year—the most important festival in China, casting a dark shadow over the until then thriving hotel industry. During the lunar year, the OCC used to be about 80% and 90%, respec- tively, in major cities and tourist and fourth- and fifth-tier cities. However, during this period, the pandemic led to a sharp decline in the OCC of major hotels. Several industry associations and consulting agencies have investi- gated the overall loss of China’s hotel industry. As per the China Hospitality Association (2020), China’s hotel industry lost over 67 billion Yuan (approximately US$9.44 billion) in revenue, and 74.29% hotels in China were closed for an average period The hotel market started witnessing positive signs after the pandemic slowed of 27 days in January and February down in mid-March 2020

MYSTIC EAST | 17 STRATEGY

Post- Covid19 business model for hospitality industry in China

Likewise, China’s 7th largest hotel Positive Signs of Recovery ed from STR that is based on 4315 group, the Sunmei Group, closed The hotel market started witnessing sample properties including 888,957 2,544 hotels, on the back of an aver- positive signs after the pandemic rooms in China, hotels have under- age OCC of only 23.7% during Feb- slowed down in mid-March. During taken a devastating hit of COVID-19, ruary and a revenue loss surpassing the Qingming holiday, the tourism especially during January to March 700 million Yuan during January and packages featured one-day short 2020. Among seven different hotel February (approximately US$98.64 excursions, and there was a relatively scales, the luxury and independent million). International hotel brands low hotel demand during the period. hotels have suffered the most from were not immune to the effects. IHG However, the five-day Labour Day the negative impact, whilst midscale closed down 160 out of 470 hotels in Holiday was the first peak season chains and economic chains were China during February, and its OCC since the outbreak. According to least affected. dropped by 90% to under 10% during the Ministry of Culture and Tourism, The long-term recovery of China’s the same period (K. Sun, 2020b). during this period, the total number hotel industry seems to be prom- Meanwhile, Hilton closed about 150 of domestic tourists reached 115 ising, yet not without challenges. hotels in China by February 11, 2020. million passengers, and the domestic Several organizations forecasted the Similarly, Marriott’s RevPAR in Greater tourism revenue reached about 47.5 hotel’s performance in 2020. Hilton China by more than 80% and that of billion Yuan (approximately US$6.69 forecasted a 6–12-month recovery Accor fell by 67.7% in China. billion). According to data adopt- period and revenue losses of around

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develop a more diversified business scope and distribution channels. Some of the changes will last through the post-pandemic era. Therefore, the hotel industry must renew services by deconstructing and reconstructing existing products, marketing strat- egy, distribution channels, delivery methods, and consumption points. The hotel industry will embrace re- forms facilitating multi-business and multi-channel platforms. For exam- ple, hotels can maximize their space and utilize it for accommodation, catering, retail, and public activities as well as for the off-line demonstration of online shopping. Wanda Hotels and Resorts uses its public space to demonstrate consumption scenarios and exhibits commodities. A tour generates profits through commod- ity displays and e-commerce, in addition to room income, and thus e-commerce income has become an After more than nine housebound months, more than a half billion travellers important source of Atour’s income. took a vacation Many IGH hotels launched a food delivery service. Jinling Hotels and US$50 million (Lanjing Finance, 2020). Yuan (approximately US$1.13 billion Resorts extended its business scope Zhang et al. (2020) forecasted that U.S. dollars). In the fourth quarter, and broadened the operating income the industry wide OCC in 2020 will the hotel industry may embrace a structure by setting up a food retail drop to approximately 3.5%; however, compensatory consumption growth, platform, which integrates the com- if there is a rebound in the pandemic especially during the National Day mercial scale production of classic in China, then the decline could be Golden Week, eventually making up dishes, an online sales system, and around 5.5% (Zhang et al., 2020). As for the revenue loss. Notably, busi- the cold chain logistics system. Jinling per the China Hospitality Associa- ness recovery will still be influenced received an order from the local tion (2020), in the second quarter of by the global situation. Owing to government to provide food to its 2020, OCC will rise gradually; the YoY the economic recession, shortened non-local COVID-19 medical crew; the revenue will decline to about 41.5%, vacations, and customers’ pervasive hotel produced 10,000 pork bales and with a revenue loss amounting to 40 post-disaster panic, it is less likely that 3,000 brined ducks within 48 hours billion Yuan (approximately US$5.64 a retaliatory growth will occur after a and delivered the products on time. billion). The third quarter of 2020 will slowdown in the pandemic. Hotels should also endeavor to witness a gradual recovery of domes- update channels to contact, attract, tic business activities, a pick-up in Multi-Business and Multi-Chan- and sell to customers (Valle, 2020). exhibitions and business meetings, nel Platforms China’s hotels depend heavily on and the peak season during the The traditional hotel business model OTAs as their primary e-commerce summer holiday in July and August. focusing on catering and accommo- channel; these OTAs are based on This scenario will contain the decline dation has been severely challenged the public domain—a huge cus- in YoY revenue at around 8%, with by COVID-19, which has driven pro- tomer base is shared by various OTA a revenue loss of around 8 billion active companies to restructure and platforms through bidding. In the

MYSTIC EAST | 19 STRATEGY

past decade, all businesses, including merchandise volume (Jenny, 2020). products should allow customers hotel OTAs, had benefited from the In April, through live streaming, 3,000 to maintain a healthy and balanced rapidly increasing number of users advanced sales packages of a Shang- lifestyle, exercise at will, work effec- on the public domain. In recent hai hotel were sold in half an hour; tively, ensure social distancing, and years, the saturation of users in the since then, the hotel has sold nearly reduce close contact. Thus, functional public domain increased the costs of 10,000 packages (Ministry of Culture private space, such as a private office, acquiring user growth, which, in turn, and Tourism of the People's Republic fitness centre, and recreation space increased the expenses of the OTA of China, 2020). and facilities, plays an important role platform. In 2019, the private domain within a hotel room. Homestays are concept changed hotels’ e-commerce Product Design and also suggested to launch accom- ecosystem, allowing direct contact Investment Preference modation products with abundant with the user pools attached to the China’s hotel industry has evolved private space, such as a balcony, brand/hotel. The growth of private rapidly in the past 40 years. While private kitchen, and a washing room domain has been promoted by the most hotels were poorly managed to reduce unnecessary interpersonal emerging social media channels in and state-owned independent contact. China, such as the WeChat group, properties in the 1980s, a diverse and Owing to the epidemic's severe online flagship stores, vlog, and thriving brand landscape emerged damage, future hotel investment and live-streaming. Private domain forms in 2010s. These successful brands asset renewal will be more concerned a closed loop where users can be emerged not only in the upscale sec- with the return on investment and converted into consumers at lower tor but also in the economy and the control of cash flow, and thus strive to costs, and these converted users will upper-midscale ones. Recently, per- maximize the value of a property and also share a stronger bond with the sonalized, innovative, and non-stan- operating value. China's rapid devel- brand. In China, the emerging mobile dard hotel brands, such as Muji and opment in the past 40 years has led applications for hotel marketing via Atour, have emerged as a trend. to an unusual growth in the number private domain include Paipai (devel- During the pandemic, some hotels of luxury hotels. Having experienced oped by Ctrip), Dianping (developed exhibited their high competitiveness significant losses during the pan- by Meituan), Xiaohongshu, Tiktok, and good financial performance demic, hotel investors will become and WeChat public account. through excellent product design and more rational and return-driven in Triggered by the pandemic, in the investment preference. For instance, regard to their future projects. The Chinese mainland, the live streaming the 108-room upscale Shilifangfei preference of investors will change sale has become one of the most Hotel (a member of Huazhu’s VUE from big and comprehensive to small popular marketing and sales chan- brand) achieved its key performance and exquisite, and the return-opti- nels across industries. Live streaming indicators for the entire financial mization formula for hotels will focus sales have achieved phenomenal year 2020 by the first quarter; this on maximizing revenue per square success (Ni & Wang, 2020). Hotels success was attributed to its attrac- meter per minute. should seize the opportunity to use tive brand storytelling, keen market live streaming to display products, positioning, space utilization, highly Digital and Intelligent interact with customers, and promote educated customer community, rapid Transformation sales. For instance, Fliggy made more innovation, and iterative operational COVID-19 pandemic has enhanced than 7,500 live broadcasts in over 30 capabilities. the need for intelligent services in countries and regions and attracted COVID-19 brought about enduring both the supply and demand sides 30 million users during February and changes in customer preferences of the industry. Changes in consum- March (Xu, 2020). Liang Jianzhang, and consumption behaviours. Hence, er demand are the fundamental the Chairman of the Board of Ctrip, hotels should identify customer drivers of digital transformation. In turned himself into a key opinion needs and develop state-of-the-art the current scenario, customers have leader (KOL) and conducted seven products. For example, customers’ developed a renewed preference live broadcasts since March, which concern for hygiene, health, and for contactless service supported drove a total of 200 million Yuan (ap- sustainability will continue during by the digital platform and intel- proximately US$28.18 billion) gross the post-COVID-19 era. New hotel ligent technology; these services

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are expected to continue after the pandemic. Several large-scale chain brands have hastened the digital transformation to sustain com- petitiveness in the post-pandemic world (China Hospitality Association, 2020). Hotels’ investment in digital customer relationship management has endowed customer service with configurability and traceability; this is based on which hotels can predict the individual preference, provide customized services, improve mem- bership conversion, and increase customer loyalty via various engage- ment schemes. Through big data and revenue management, hotels can analyse the composition, demand, travel distance of the target consum- er, and carry out precision marketing. The digital and intelligent tools will eliminate human error, increase Through the first four days of the week-long holiday that started on service efficiency, stabilize service October 1, 425 million domestic trips were taken quality, and thus enhance custom- er satisfaction and improve hotel reduce interpersonal contact and the replace human labour. The digital and performance in the increasingly risk of cross-infection, and thus boost intelligent tools ensure uninterrupted competitive business environment. In customer’s confidence in the service hotel operations on the business side China, several technology companies environment. and service provision on the custom- (e.g., Puietel, Resthour, Xiezhu, and The implementation of digital and er side. Hotel firms require an inte- Yunji) with independent innovation intelligent technologies can also grated management-marketing-ser- capabilities have emerged to provide improve a hotel’s operational effi- vice digitalization plan and extend technical support to hotels. Industry ciency and achieve significant cost the loop from marketing to operation giants such as Ctrip, Alibaba, Xiaomi, reductions. The pandemic has also management. Hotels can develop Baidu, and iFlytek have also shown accelerated the ad hoc implemen- a digitalized operation system that high interest in developing artificial tation of video conferencing, cloud connects the management scenarios intelligence (AI) applications for ho- collaboration, and teleworking. In with service scenarios throughout the tels. For example, FlyZoo Hotel, which the post-COVID-19 era, hotels will be lifecycle of a hotel. is developed and operated by Aliba- more agile and effective in attract- ba, is widely recognized as the leader ing Generation-Y and Z customers Market Reshuffle of smart hotels in China. Based on the and employees if they continue to The pandemic will also significantly Internet of Things, FlyZoo adopted implement digital and smart solu- influence the market composition of intelligent technologies such as smart tions. Given that the hotel industry China’s hotel industry in the post-pan- control (e.g., access, lights, speakers, is a labour-intensive industry relying demic world. After the revitalization curtain, air conditioner, and TV), self- on standardized manual inputs and of the hotel business, rampant hotel check-in and checkout, room service operations, the implementation of brand expansion may assume a dif- and food delivery robots, kiosks, face digital and intelligent technologies, ferent pattern. China’s hotel industry recognition, voice applications, and specifically process automation, will comprises almost 80% independent mobile payment. The digital, intel- automate a considerable proportion hotels (about 920,000) and only ligent, and contactless service will of repetitive administrative work and approximately 20% of the hotels are

MYSTIC EAST | 21 STRATEGY

operated by hotel chain brands (OYO, framework comprising anti-pan- secure its employees and customers. 2019). Owing to the pandemic, indi- demic phases, principles, strategies. The industry undertook social respon- vidual hotels are likely to suffer more It also offers original insights into sibilities and actively participated in the severely than the other actors; this is major trends of China’s hotel industry anti-pandemic battle during a compre- because the former are intrinsically during the post-pandemic era, includ- hensive and elongated lockdown. After susceptible to disaster. They suffer ing the emergence of multi-business witnessing positive signs, the industry from disorganized operation and and multi-channels, product design adopted a series of innovative mea- management; unstable service quality; and investment preference, digital sures to revitalize performance. The poor hygiene condition; high turnover and intelligent transformation, and effect of COVID-19 remains uncertain rate; weak customer loyalty; unprofes- market reshuffle. as the economic ramifications in the sional cost control; and even unquali- Based on the disaster management global hotel industry are existentially fied fire, sanitation and public security. literature and the experience and threatening. Against this background, However, during the pandemic, the trends of China’s hotel industry, the the experience of China’s hotel industry branded hotel chains emerged more study aims to enable hotel practi- will provide systematic, albeit limited, competitive due to their advantages tioners reeling under the pandemic solutions to hotel firms abroad who are in the business model, refined SOP, to live better for today and plan well suffering from the health and econom- disaster management mechanism, for tomorrow. This study can inspire ic crisis. Besides, the pandemic will and proficient operation. hotel firms globally to understand the fundamentally change the economic The pandemic promoted the disaster evolution scenarios, adopt environment of China’s hotel indus- reshuffling of the small- and medi- effective anti-pandemic strategies, try. In this regard, the study provides um-sized hotels, and it is expected to and strive for industry activation and scenarios and suggestions in the post- push them to upgrade to high quality revitalization. The COVID-19 manage- COVID-19 hotel industry context in branded hotel chains. The rebranding ment framework can be adopted for China, which will shed light on industry of individual hotels will provide the managing health-related disasters transformation and upgradation. hotel industry a major opportunity to in a broader context, which enhanc- Source: COVID-19 and China’s Hotel shift from the new property market es the generalizability of this study. Industry: Impacts, a Disaster Manage- to the stock property market. China’s Although China’s hotel industry was ment Framework, and Post-Pandemic hotel industry will see an increase the first receiver of the pandemic’s Agenda by Fei Hao, Qu Xiao, Kaye in the ratio of branded properties ramifications, it took timely measures Chon; International Journal of Hospi- and a focus on leading hotel brands. to cushion the economic loss and tality Management September 2020. The pandemic helped hotel firms visualize this opportunity to promote the brands that can integrate indi- vidual hotels with the strong sales and marketing system of the hotel brands while maintaining the unique features of individual hotels, such as OYO, VOCO (launched by IHG), H Ho- tel (Huazhu), AAroom (Sunmei), Qin- gzhu (Meituan), OYU (Yilong) (Zhou, 2020). Hotel firms should seize the opportunity to increase market share, while individual hotels can actively cooperate with major firms to achieve transformation and upgradation.

Conclusions The importance of this study is that it develops a COVID-19 management Daily tickets at several sections of the Great Wall sold out in thousands

22 | MYSTIC EAST COVER STORY November - December 2020

VISION 2021 DEKHO APNA DESH Domestic tourism shows a silver lining amidst the dark clouds in the post-Covid scenario of India

earnings and job creation.” The conference revolved around the theme: For Indian Tourism to thrive tomorrow, it has to survive and revive today. In his address to the fraternity, Mr Anand said that the association and their executive committees across the country have been undertaking countless initiatives to double the global tourism competitiveness rank- ing of the country. He said that the association’s first goal is to move India into the top-20 ranks in global tourism competitive- ness in 5 years post-COVID and then in the top 10 ranks of world tourism competitiveness ranking in the next five years. Tsomgo lake in Sikkim is no less beautiful than any Alpine lake in Switzerland He also envisioned having a tourism economic footprint of $ 500 EDERATION of Associations in man, FAITH, along with the board and bn in the post-COVID normal, which Indian Tourism & Hospitality the Presidents of the ten associations according to him would double the F (FAITH), the policy federation discussed the opportunities and economic footprint of tourism and of all the national associations repre- challenges faced by Indian travel, unleash major employment growth senting the complete tourism, travel hospitality and tourism industry. for India. and the hospitality industry of India Terming the tourism industry as As per the latest report by Reserve (ADTOI, ATOAI, FHRAI, HAI, IATO, ICPB, the next growth driver for India, Bank of India (RBI), each vertical of IHHA, ITTA, TAAI, TAFI) hosted the first Anand highlighted that, “Alike the tourism industry - travel agents, ho- virtual India Tourism Vision Day on white revolution, the green revolu- tels, tour operators, tourist transport- 8th October, 2020. tion and the digital revolution, the ers, restaurants, guides etc are facing On the occasion, Nakul Anand, Ex- time now, is for a Tourism revolu- worst ever crisis due to COVID-19. ecutive Director, ITC Limited & Chair- tion – leading to GDP growth, forex Given the situation, Anand said that

MYSTIC EAST | 23 Kolkata's incredible Victoria Memorial a fascinating marble structure in which US Capitol meets Taj Mahal

“It is essential for the industry to sus- identified as one of 26 most stressed Tourism destinations both for domes- tain tourism and talent, till the time industries by the RBI expert commit- tic and international tourists offering the vaccine is developed." tee, eligible for restructuring. We thus best in class tourism experiences, For the industry’s sustenance, need to ensure that an across the infrastructure & services right here in the FAITH Chairman requested for a board moratorium is made immedi- India. Tourism COVID-19 Fund set up by the ately applicable for tourism enter- The Faith Chairman thanked both Ministry of Tourism and a National prises till March 2022 or till complete central and state governments for Tourism Council comprising of all recovery happens and there should their continued support and guid- relevant ministries and all chief minis- be no interest on interest during that ance. Concluding his address, Anand ters. “The council will enable fast track period,” said Anand. said, “As Chairman FAITH, I will be centre state level tourism decision “As we restart tourism from a zero failing in my duty if I do not bring to making and work on a ‘One India One base today across all our verticals, we light the gravity of the situation that Tourism’ approach leveraging and need revival policies in terms of GST confronts us.” utilising full synergies of India’s tour- correction, export status, infrastruc- Shortly after this, FAITH submitted ism potential across all states. This will ture status, industry status, secured its pre-budget recommendations for raise the decibels for going Vocal with refunds, SEIS,” he added. the Indian Tourism, Travel & Hospital- Local,” he added. Anand also expressed his vision to ity Industry "The tourism industry has been make India one of the most preferred The core vision laid out by FAITH

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is that of Tourism - Made in India. As national level. There must be a level per their vision, India should aim to playing field in terms of compliances become one of the most preferred and entry requirements among all Tourism destinations both for domes- sub segments of conventional and tic and international tourists offering alternative tourism organise the trav- best in class tourism experiences, el industry and protect it from fly by infrastructure & services and to en- night operations. able Indian tourism entrepreneurs to Export Status is critical to double create value for all their stakeholders. India’s share of inbound tourism to As per the World Economic Forum, 2.5% in 5 years. It is key to Treat at par tourism 2019 competitiveness study, foreign exchange earning members India was ranked at 34th among of tourism, travel and hospitality 140 countries. This ranking is up under export and deemed export from 2013 when Indian tourism was status to promote forex earnings. It ranked at 68th. The goal is to move is important to make available the India into the Top 20 rank in global deduction in respect of earnings in tourism competitiveness in 5 years convertible foreign exchange to all post COVID-19 normal. the tourism & hospitality units earn- In line with this vision, FAITH has ing. Tourism forex earnings should be proposed the following Budgetary effectively zero rated for GST. themes for Indian Tourism for Union Accordingly SEIS duty credit needs Budget FY 21 - 22: to be made available to the tourism • One India, One Tourism industry against their foreign ex- • Export competitiveness change earnings and the rate must • Domestic leadership be pegged at 10% for both tour • Capital Formation operators and hotels category and • Removing inefficiencies is made applicable on gross foreign National Tourism Council is re- exchange earnings for the policy quired since Tourism encompasses period of the FTP 2020-25. multiple ministries and takes place Global Mice Bidding Fund is in and within states. The National required to be set up of ₹ 500 crs to is that of Tourism - Made in India. As Tourism Council must be chaired by double mice share to 2.5% of the per their vision, India should aim to the PM and co-chaired by the Tour- global mice size of $ 800 bn. In the become one of the most preferred ism Minister and composed of Chief global international congress associa- Tourism destinations both for domes- Ministers of all states and cabinet tions rankings, this will also enable it tic and international tourists offering ministers of the Government of India to meet the goal will be to take India’s best in class tourism experiences, and must be a legislative body on the rank to the top 10 in the world from infrastructure & services and to en- lines of the GST council. 28 where we are currently. able Indian tourism entrepreneurs to The Concurrent Industry Status To create structured global aware- create value for all their stakeholders. is required for Hotels & tourism ness of multiple Indian tourism ver- The policy federation of all the across all states as unlike commercial ticals Corpus of least ₹ 2500 crores is national associations representing establishments tourism & hospitality required for global branding budget the complete tourism, travel and doesn’t just retail but creates and Sub Branding of three Tourism seg- hospitality industry of India submit- produces high quality service. Power ments Indian MICE, Indian adventure, ted its pre-budget recommendations and water utility rates and levies must Indian Heritage under the Incredible to the Union Budget FY 21 -22 for the be at industrial rates effectively. All India main brand. This will involve Tourism, Travel & Hospitality Industry existing licenses, permits, permissions comprehensive global focus on cre- of India. will be thoroughly examined for ating segment brand ambassadors, The core vision laid out by FAITH redundancies and standardized at a country wise customised content,

MYSTIC EAST | 25 COVER STORY

Conceived as the cosmic chariot of the sun god Konark temple is a breathtakingly splendid creation

mass and social media buying and tax credits for upto ₹ 1.5 lakhs when sible development around each significant creatives. spending with GST registered do- vertical of natural & cultural heritage In the post-COVID normal, each of mestic tour operators, travel agents, tourism be it in Mountaineering, the Indian missions abroad in each hoteliers and transporters anywhere cruising, trekking, wild life & reserve country should be activated with within the country. It is also needed forests based activities , snorkelling, tourism resources for enhancing to incentive Indian corporates to paragliding, whitewater rafting, con- Indian tourism brand and sales distri- undertake domestic MICE (meetings, servatories, paragliding, ballooning, bution in all countries and also host incentives, conferences & events) by desert safaris in natural heritage or India tourism evenings in each of the offering a 200% weighted income tax our palaces & forts, our monuments top 100 cities of the world. expense benefit to Indian companies & museums, our food, arts & crafts India’s size of domestic tourism which are undertaking mice events & our historical sites for our cultural must be doubled to almost 4 bn in India. heritage domestic tourism visits in 5 years post A Natural & Cultural Heritage Res- To increase the intensity of normal and as such there needs to toration Fund must be set up with a high-quality hotel accommodation be made an income tax exemption corpus of at least ₹ 2000 crores which in India which is currently low which on travelling within India income encourages sustainable and respon- has a direct correlation to low global

26 | MYSTIC EAST November - December 2020

ism GST: • The 18% GST category for hotels above room rates of ₹ 7500 must be abolished and merged with the category of 12% GST. • Restaurants too have an 18% and also 5% slab but which is without setoffs. The 18% category needs to be abol- ished and there needs to be an option made available of GST at 12% with full set offs. Additionally, the needs to be no linkage to room tariffs above ₹ 7500 as it currently exists. • Taxes on fuel, Inter- state transporta- tion taxes, power cess, liquor excise and also property taxes, cess on parking charges, are all forms of very high cost input indirect costs on tourism, travel & hospitality. These need to be made available as input costs setoffs for GST to truly make us one country, one tax. The Darjeeling Himalayan Railway is listed as the Unesco World Heritage • The GST on Tour operators should since 1999 be 1.8% with full set offs. Hotels need to be able to levy IGST to tourism share. To increase classified quired to future secure travel agents’ enable them to give GST credits to quality hotel infrastructure, that payments to ensure that security for Indian corporates who do Interstate would imply a mammoth capital ex- travel agents & operators’ survival. events and do not take these events penditure which can only come from This is key as Travel agents’ payments international. This will streamline the private sector and that requires to principals is unsecured credit and the complete GST chain and boost a long term favourable low interest some form of mechanisms whether interstate corporate mice demand rate regime as Hotels are projects escrow or guarantee or underwriting for hospitality. with a long break even period. based mechanisms are needed to be • 100% tax exemption and permission Hotels thus require to be declared as in place to ensure that travel agents to write back income / TDS/ GST etc an infrastructure sector so that long money stays secure. The recently when airlines windup or closedown term funds are accessible at suitable formed ECLGS under MOF which is must be provided for. interest rates to attract private capi- administering the emergency credit • TDS must be abolished, as it is an tal hospitality, to create all India jobs guarantee fund must be used to set additional compliance hazard. and build quality accommodation up a travel agent underwriting fund. Reduction in credit card processing supply. To truly ensure a seamless tour- charges by banks/ financial institu- To enable tapping of hotel land ist transportation experience it is tions is key towards 100% e-pay- across states, a national hotel SPV is needed to standardise all inter State ments. recommended on a tripartite model road taxes and make them payable • It is important to bring overseas which enables state governments & at a single point which will facilitate global OTA’s operating in India into PSUs to pool their land assets which the ease of doing business. A national the tax net of GST and other taxes. can enable PPP based on lease struc- Tourism transportation policy must The implementation of these tures and not sale. This will drive im- be laid out to that effect. measures will put Indian Tourism on mense hospitality capital into India. There are certain policy issues the line of vision of Tourism - Made in A structured mechanism is re- which need to be addressed for tour- India.

MYSTIC EAST | 27 INTERIORS LIGHT AND AIR The latest trend in hotel design is aimed at keeping away all pathogens and disinfect every corner of the property

Portable UV disinfection units emits full spectrum UV light to eliminate harmful microbes, including viruses, bacteria and fungi in rooms

OVID-19 pandemic has dra- preparedness comes at a high price. and cons of efficiency vs. prepared- matically affected the entire Even for luxury hotels, costs are ness. And, as we consider the future C hospitality sector as well as weighed against the perceived bene- of travel and hotel accommodations, general tourism, air and cruise ship fit. Buying and stockpiling expensive the implications for hotel design and travel and all other travel-related in- disinfection equipment, materials remodelling creates new opportuni- dustries. The hotel industry witnessed and even deployment of employees, ties for resiliency and survival in the an abrupt plunge in reservations and when not faced with a potential months and years to come. RevPAR went down in the first weeks pathogenic threat is going to be an Technologies exist today that not of March 2020 that has yet to recover. uphill, but not impossible task. only help in the short term, but can The hospitality industry, like man- be powerful solutions in the future, ufacturing, sales and services indus- Germ free domains if the hospitality world places more try, were simply caught unprepared Millions of deaths and infections in emphasis on being prepared for any for the novel virus that brought the the past eight months have forced future pandemic. And, it's important world to nearly a standstill. Gradually the hospitality industry, as well as to consider that travellers, driven by the hard-hit industry learned that other industries, to weigh the pros concern and in search of peace of

28 | MYSTIC EAST November - December 2020

mind and higher standards of safety, and lipids causing cell death. Broad ed into the ceilings of bathrooms, to will be searching for accommoda- spectrum (UV A, B and C) lamps are portable units that can disinfect all tions that provide for higher levels proven to inhibit photoreactivation, surfaces and the air in hotel rooms, of disinfection. The traveling public the process that can result in self-re- to autonomous robots that follow will not soon forget the impact and pair of damaged microbes. Powerful, predetermined paths throughout fear created by this pandemic. They clinical-level UV disinfection fixtures unpopulated halls and large public will look for hotel interiors free from can produce strong enough UV light areas, hotels can build in clinical-level contagions. The hospitality opera- to irradiate microorganisms such as disinfection cycles to keep guests, tors have to ensure disinfection and today's COVID-19 virus, as well as staff and visitors safe from infectious deploy the best available technology bacteria, moulds, and fungi up to a diseases. And, unlike traditional to attract more guests. clinical level of 99.9%. This makes UV housekeeping protocols that use light disinfection technology also harsh chemical cleaners to wipe UV Light disinfection perfect for hotel properties that expe- down surfaces, UV light can literally One such technology is UV light rience issues with water damage and inactivate up to 99.9% of viruses, disinfection. Today, more and more general mould and fungi growth. including today's COVID-19 virus, hotels and resorts are turning to the UV disinfection light technology, but can destroy moulds, fungi and germicidal properties of UV light delivered through small yet powerful bacteria that plague so many hotels to quickly disinfect guest rooms, units integrated into rooms, restau- nationwide. fitness facilities, bathrooms and other rants, spas, event spaces and other As architects and lighting specifiers public spaces in order to earn the public areas of a hotel, is one way consider helping their hotel clients be confidence of re-emerging travel- of seamlessly bringing disinfection as prepared as possible for any future lers searching for safety protocols into the overall operation of a hotel. pathogen, as well as provide real that can protect them against the The disinfection qualities of UV light solutions for containing the growth COVID-19 virus. UV light products, if have been scientifically proven for of bacteria, molds and fungi, building powerful enough, can make spaces well over 100 years. Recent innova- in UV lighting solutions from the very where people gather up to 99.9% tions of this technology have made start will allow hotels to continue to pathogen-free. the delivery of UV light disinfection operate responsibly and profitably Ultraviolet light is naturally present more powerful, flexible and afford- come what may. The cost of this layer in sunlight and makes up roughly able than ever. of preparation can be far less than the 10% of the total light generated by From UV lighting products mount- cost of operational shutdown. And, the sun. UV is a form of electromag- netic energy with a wavelength from 10 nm to 400 nm, but the germicidal effects are found on the wavelengths of UV-A, UV-B, and UV-C light. By targeting the sensitive DNA of a pathogenic organism, various wave- lengths of UV light can modify the ge- netic material of microorganisms by destroying nucleic acids and disrupt- ing their DNA causing cell death as well as an inability to reproduce. This disinfection can occur on surfaces and in the air, making high-energy UV light disinfection products perfect for air handling units, food and water purification, surface disinfection and more. Additionally, UV-B and UV-A High efficiency particulate air (HEPA) filters, essentially with the features of N-95 light causes oxidation of proteins masks, can remove viral material from the air

MYSTIC EAST | 29 INTERIORS

in time, the overall cost of building most importantly, resilient well into in JAMA that, beyond washing hands in sanitation by UV light can be less the future. and wearing masks, “air disinfection” than the constant cost of stockpiling has been a largely missing element additional chemical cleaners and the Ventilation system of the strategy to prevent coronavi- labor hours needed to do all disin- As the world continues to adapt to rus transmission. The issue could be fection by hand. UV light technology the coronavirus pandemic, “ventila- especially important as we head into has been proven to kill up to 99.9% tion” has become a buzzword in the summer: Hotter temperatures will of Coronavirus, E. coli, Salmonella, travel industry. Early in the year, on drive people indoors just as many Norovirus, MRSA, C. auris and C. diff. coronavirus-plagued cruise ships, places are reopening and we’re sup- Using UV light technology in hotel ventilation systems became a point posed to go about our “normal life.” rooms and other spaces can eradicate of fear for passengers and crew alike. The airborne spread of the coro- pathogens on surfaces including The effectiveness of air filtration and navirus has been well documented. drapes, carpets, rugs, and bedding as ventilation on airplanes is still not Famously, outbreaks have emerged well as irradiating the air inside the totally clear: While some studies sug- from choir practices and other indoor room. gest the chances of contracting coro- gatherings, with infection rates so For the hotel industry, and in- navirus on a flight are low, some risk uniquely high that it’s unlikely ev- deed from categories ranging from remains. For hotels, however, good eryone got infected by touching the healthcare and sports facilities to ventilation has become a feature to same surface. Over a long period in restaurants and schools, the real promote to bring customers back. an enclosed space, it seems, singing future is being written right now. Unlike when you open a window can spew virus into the air until it The worldwide pandemic itself has and allow air to pass through, air-con- accumulates to the point of danger caused the adoption of UV disinfec- ditioning recirculates a lot of the for people who are well over six feet tion technologies, and the search for same air inside a building. Though away. new innovations, to accelerate by 5 to the exact risks are still unknown, this Once a virus is hanging in the 10 years. Indeed, 8 months ago, most has the potential to create a virus-lad- air—and we know that the coro- hotel GM's, executives and owners en stew in offices and, yes, hotels. navirus can linger for hours—it will might not have ever heard of UV light Earlier this month, two researchers travel with air currents. One ominous disinfection, let alone considered it. from Harvard Medical School argued study of a restaurant in Guangzhou, Now, the market for this technology is growing quickly as hospitality com- panies search for methods to keep their guests and staff safe. In fact, there's indication today that travellers will be asking for, perhaps even demanding, a higher level of hotel cleanliness than ever before. Today, UV disinfection lighting tech- nology can play a big part in winning back travellers to a hotel and hotel brand. And, in the future, building in the layer of preparedness for any new pathogen or infection, can help to safeguard hotel properties from losing revenue, profits and reputation in the blink of an eye. As new hotel projects are being considered, or remodelling is being done, specifying UV disinfection products are a great Full spectrum UV disinfection fixture installed in the celing can keep a way to stay operationally strong and large space clean

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China, documented how air-condi- building ventilation, but how widely ulations and enforcement, ideally we tioning appeared to spread the virus they’ll be followed is unclear. The could just assume that the systems between tables at opposite sides fixes aren’t actually groundbreaking: are properly maintained wherever of the room. The issue wasn’t that They’re mostly things that everyone we go. That’s not the case now in the virus was traveling through the was supposed to be doing all along, many places, and the issue goes well air-conditioning unit, but that it was such as ensuring that bathrooms beyond this pandemic: More than getting pushed around the room have exhaust fans and that air filters 1 million people die globally every by the stream of air. The takeaway is are changed regularly and of high- year from exposure to indoor air that while airflow is good when it’s enough quality to catch the virus. pollution. All sorts of health benefits coming from open windows, it could That means they should be high-ef- come from the exact upgrades that make things worse when it’s coming ficiency particulate air (HEPA) filters would help contain the spread of the from an AC unit that’s blowing air or MERV-rated 13 or 14, which are es- coronavirus. Now would be a perfect around a closed room. Coughing in sentially the N-95 masks of air filters. time to set in motion a new standard a well-ventilated room is sort of like Hotels, offices, restaurants, and for clean air. peeing in a river as opposed to a hot commercial venues of all sorts could tub: Ideally you wouldn’t do either, also augment their HVAC systems Open the windows but one is definitely worse. with localized air purifiers. They’re Some experts believe the ventilation There’s currently no clear evidence incredibly effective at removing viral doesn’t matter much, but who you’re of this virus spreading from room material from the air, and could be interacting with and where you’re to room through air-condition- a useful tool when people have to interacting with people is important. ing. But the presumption is that it share rooms. I could see them being In other words, the risk is more from could, and buildings should take placed between desks in an office or other individuals rather than it is from precautions to prevent that possi- tables in a restaurant. the environment itself. Your room is bility. In a high-functioning building But these are just recommenda- probably not that big of an issue, but with a well-conditioned HVAC, one tions, not legally mandated stan- it’s when you’re in the common areas shouldn’t expect that there would be dards. Sometimes recommendations — so if you’re in the lobby or if you’re spread between different rooms. But are adopted by cities as building in the restaurant — those types of that’s only if things are up to code codes, and sometimes they aren’t. areas where you want to be much and working properly. For example, And even if new codes are adopted, more mindful. commercial building codes in many businesses won’t be expected to Travellers should rather use places require “negative-pressure meet them overnight. Nor are cities common-sense precautions: Wear ventilation” in bathrooms—meaning equipped to inspect and enforce face coverings, wash your hands, air is propelled outside by an exhaust them assiduously. Without more and avoid areas that are crowded. fan. This is especially important stringent government protections, Most hotels have done a lot to try to during the pandemic because of the best you can do while traveling develop protocols to make it as safe something called “toilet plume,”. Basi- is look for third-party certifications as possible. cally, when you flush a toilet with the such as LEED or WELL. Buildings that So the thumb rule is that if you lid up, the rush of water can aerosol- have gone through those certifica- can’t overhaul the ventilation system ize the contents of the bowl and send tion processes are guaranteed to in your hotel, ensure that windows some of them up into the air, kind of have ventilation systems that go well can be opened and aired out. Make like an enormous cough. During the beyond the typical standards. sure that there’s a good exchange SARS coronavirus outbreak, in 2003, a As you can tell, this is a problem with outdoor air and indoor air. Trav- cluster of cases in Hong Kong was at- that isn’t going to be fixed by you or ellers should also avoid unnecessary tributed to one person with diarrhoea me: It’s going to require investment time spent in a hotel’s lobby or other in a poorly ventilated apartment by businesses and governments. On indoor common areas. This holds building. top of all the anxieties of pandemic true not just for coronavirus, but the In light of the pandemic, various life, no one should have to worry flu that transmits much more in the professional organizations have about the air filters in their hotel winter months, and the main reason issued new recommendations for room or workplace. With proper reg- is people are inside more.

MYSTIC EAST | 31 TECHNOLOGY TOUCHLESS TECH Ready for the contactless era in hotels in the post-pandemic era? Here are five hotel technologies for the COVID-19 world

Guests with the Hilton Honors mobile app can participate in a contactless check-in process from start to finish.

ROM keyless entries to digital a big part of hotel marketing in the ically checked in, they head to their travel information, Covid-19 near future. room, never interacting with a desk F has accelerated the adoption Of course, desire for less face- to- clerk. Near Field Communication of contactless technologies. Within face contact and social distancing or (NFC) is a staple for anyone who the hotel industry, fewer contact also leads to a complete rethinking uses Apple, Samsung, or Google Pay, points extend to the reconfigura- of public spaces and many questions. and it’s already in use in some hotels tion of public spaces and, of course, For example, how can hotels mini- around the world. highlighting stringent new sanitizing mize time at the concierge desks yet, Other types of technology that can protocols. provide excellent services and not allow contactless check-in include fa- To help on the cleaning side, lose revenue? cial recognition software, passport in- the World Health Organization has While this is an unfolding story, formation, or membership programs. issued an extensive list of operational here’s a peek into the hotel industry’s For instance, guests with the Hilton considerations related to sanitization. contactless technology. Honors mobile app can participate in These guidelines include handling a contactless check-in process from check-ins, dishware, and ill patients. 1. Contactless Check-In start to finish. Establishing stepped up cleaning Imagine a guest entering the lobby Canary Technologies’ contactless protocols are a visible measure of via a sliding glass door and holding check-in solution lets you seamlessly concern for hotels and are likely to be their phone to a scanner. Automat- check-in guests without exchanging

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Canary Technologies’ contactless check-in solution lets you seamlessly check-in guests without exchanging credit cards, IDs, or registration forms.

credit cards, IDs, or registration forms. place before they arrive Melia Hotels International uses this You can get started in 10 minutes and • Canary verifies the information and technology in Mallorca. Resorts like start checking in guests right away. enables the hotel to check the guest in Hotel Xcaret in Playa del Carmen, The check-in happens in three easy Mexico, embed a chip into a bracelet. steps: 2. Keyless Entry (and other This chip is linked to their credit card • Automatically send check-in links via Guest Services) so guests not only don’t need a sep- email or text message to all guests Eliminating room keys is environmen- arate room key but can also charge that are due to arrive tally friendly, and it’s one less thing items by scanning their bracelet. • Guests submit their credit card infor- guests need to handle. Now, with A digital key platform such as mation, upload their ID, and sign the a press of a button on their phone, OpenKey allows a hotel to offer hotel’s registration card all in one guests can unlock their doors. mobile check-in to guests. Using

MYSTIC EAST | 33 TECHNOLOGY

Now, with a press of a button on their phone, guests can unlock their doors

their smartphone, the guest is able in the elevator, eliminating the need Google Assistant and Nest Hub smart to request check-in to the hotel prior to touch buttons. devices available to all hotels in the to arrival. The hotel front desk is able United States, with a broader roll-out to check the guest into the Property 3. Voice-Command Technology later this year. Management System and issue them A 2016 Fast Company article de- The solution has been a pilot since a secure digital key directly to their scribed Aloft’s vision of voice com- 2018 but Google says it expedited the smartphone. mand thermostats, light control, and global launch because of the pan- The digital key contains the room tv viewing as the room of the future. demic. Offered in partnership with in- number, WiFi network and password Only four years later, voice-activated tegrators including Volara and Sonifi instructions as well as information tools like Google Home and Alexa are to connect to hotel PMS systems, the about property amenities such as giving guests the option to not only Nest Hub functions are tailored to the fitness room, dining options and adjust the temperature but also order hotel’s needs and services. check-out time. Using the OpenKey room service. Using simple voice commands, app, the guest is able to download As the demand for contactless guests can ask Google Assistant their mobile key and proceed straight technology across all sectors of travel things such as what time the pool to their room upon arrival. The mobile has accelerated due to COVID-19, closes or to request more towels. key can also be programmed to auto- Google is now making its contact- Guests can also use it as a media matically select the guestroom floor less communication services using hub, accessing YouTube for news,

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music and videos or connecting their is, however, an expensive investment. across a number of properties in a phone via Bluetooth. Hotels can more cohesive and inclusive way also configure the system to handle 5. Digital payments and travel adds dimension to this part of the guest check-out, push out a guest information guest experience. It also helps to survey, share promotions and handle Payment technology has evolved meet some very real-world physical in-room devices such as blinds and at a rapid pace, which is preferable requirements to making payments lights. And guests can use Google and sought after during an era when easy and stress-free. Assistant to access information about touching surfaces should be mini- A cloud-enabled hotel PMS plat- the area, such as about the weather mal if not completely avoided. This form that allows this functionality to and nearby restaurants and shops. means making sure that the payment be applied easily and quickly to all To maintain privacy, guests do not process is supported by a scalable locations allows hotel teams to help need to sign-in and none of the activ- and adaptive platform to allow guests redefine what great service means ity is linked to their personal account. to use their mobile devices to pay in a new era, and that makes staff The Nest Hub also does not have a remotely on web-based applications, contributions to the guest experience camera and the microphone can be via a mobile-based payment method more enjoyable, constructive, proac- turned off. (Apple Pay, Google Pay, etc.), or in tive, and generally more meaningful person via EMV technology such as for them. Importantly, this can mean 4. Robots for sterilising chipped credit cards and debit cards re-thinking and creating dedicated While some hotels have adopted to reduce contact. spaces in the property beyond guest robots delivering towels and room Having the right technology in rooms for guests to work, dine, read, service to reduce contact with staff, place to help do that is what makes think, be, without guests having others are using robots to sanitize. In the difference here. This is both for to manage distance from others Texas, the Westin Houston Medical practical reasons and for cultural wherever they are while at a hotel Center hotel sprang into action in ones, too. Cloud technology that property. March, adding two virus-zapping supports these kinds of payments Both guests and front desk staff robots. Used in hospitals, the Light- will also have to forget about paper Strike Germ-Zapping Robots, made brochures with travel and tourism in- by San Antonio-based Xenex Disin- formation, so another great contact- fection Services and costing about As the demand less alternative will be to send along $100,000 each, emit broad-spectrum for contactless digital and personalized travel guides ultraviolet light to destroy viruses and for every guest. bacteria within minutes. They do not technology across Travelers will turn to online travel replace the hotel’s regular cleaning: all sectors of travel information now more than ever. On- They go in afterward and provide a has accelerated due line travel guides that keep travelers super-sterilizing second blast without up to date with area activities like added chemical risk. to COVID-19, Google events, top sights, and restaurants Sister properties Waldorf Astoria is now making will benefit travelers and limit their Beverly Hills and The Beverly Hilton need to interact with the concierge in California are also using the Xenex its contactless desk. At Smartvel, for instance, we LightStrike robots. They will run for communication provide a completely digital and con- eight to 10 minutes in each room and services using tactless concierge solution for hotels will also help clean public restrooms, to offer guests updated information elevators, kitchens, meeting rooms Google Assistant on the things that they will be able and to disinfect luggage. and Nest Hub smart to visit, whether a certain activity or Direct exposure to general UV light devices available to restaurant is opened or not, etc. via is dangerous to human tissue, so, SMS. As part of our “Get Ready to after set-up, the robots work alone, all hotels Come Back” campaign, we are now overnight in the public areas and in offering a taste of our content tech- each guest room after checkout. This nology at no cost until August.

MYSTIC EAST | 35 GM INTERVIEW

LATERAL THINKING BECAME THE NEW NORM IN THE PANDEMIC

Mr Sourav Ghosal joined Vivanta Kolkata, EM Bypass Hotel (the then The Gateway Hotel EM Bypass, Kolkata) in March, 2018 as the General Manager. He moved to Kolkata from Vivanta by Taj - President, Mumbai where he was the Resident Manager. He started working with the Taj Group in 2010 as a Food & Beverage Manager at the Taj Club House, Chennai. Prior to joining the Taj Group, Mr Ghosal had worked with other renowned hospitality brands in various capacities. This includes an eight year-stint at Burj Al Arab Jumeirah in Dubai. He graduated from Institute of Hotel Management, Bhubaneswar in 1995 and his first job was at Hyatt Regency Delhi (1995-1999). Besides being a certified Mountaineer, he is a wine enthusiast and a certified Wine Taster from Wine & Spirit Education Trust (WSET), London.

ensure that our precautionary checks expertise adjusting to the new nor- and measures are in line with guide- mal and guest demands and business lines from the World Health Organiza- opportunities that originated as a tion and Ministry of Health & Family result of it. We are part of the Qmin Welfare, Government of India as we App, which is our all new service plat- adapted to the changing scenarios form delivering signature dishes to and business demands with an eye homes, contactless, with sustainable on catering to our guest’s request for packaging and safety measures. This accommodations & dining experienc- is not only restricted to food deliv- es safely. ery, but is more equipped to Virtual Dining Experience from the comfort Q: Did you introduce any innova- of one’s home or office. tion to buck up ancillary revenue streams during the period? Do you Q: How has the situation changed wish to continue with these innova- after the hospitality industry was tive ideas? gradually unlocked? We at Vivanta Kolkata, worked on a The Pandemic taught us and encour- holistic plan to re-purpose our cur- aged us to rethink and re-imagine rent, guest services, and operational each and every business function.

Mr Ghosal spoke to Mystic East in an exclusive interview. Excerpts:

Q: How did you cope in the early days of lockdown induced by Covid-19? We at Vivanta Kolkata, placed great value in ensuring all compliance to all requirements with respect to hygiene, safety and security. The safety of our guests, associates and all stakeholders is of paramount im- portance to us. Our endeavor was to

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Lateral thinking became the “new to the core of our service philosophy. Q: What is your projection for the norm” as we bid to reinvent common hospitality business in 2021? industry best practices. Q: Can you see green shoots after Going by the trend of business pick the festival season? Do you expect up and pipeline queries, we are Q: What new norms have you intro- a large number of customers in the optimistic, provided there are no duced to attract more guests? Christmas and New Year? new situations of unwarranted spikes As India emerged from the na- As hoteliers we are always optimis- resulting in renewed restrictions. tional lockdown, moving in to the tic about guests walking through unlock phase we implemented our doors and hope the situation Q: Do you think the industry will be enhanced precautionary measures improves to enable us to offer our back on its feet by 2022? in preparation of hotels opening. services to our valued guests. The truth is this pandemic is like Some of these measures included nothing we have experienced before. thermal screening of all employees Q: Are you expecting more MICE We have evolved our offerings and and guests, intensive hospital level customers in the coming days? processes to adapt and will continue sanitization of hotels as well as new This will depend entirely on the to do so to remain at the disposal of contactless processes and social dis- situation and rules laid out by the our loyal contingent of guests and tancing measures while staying true government. hope for a better future.

MYSTIC EAST | 37 STATE SURVEY: NORTH EAST INDIA UNEXPLORED HORIZON Long neglected by even the most intrepid of travellers the states known as Seven Sisters have slowly come of age, and may soon grow into India’s most sought-after travel destination

38 | MYSTIC EAST RAVELLERS’ Bible Lonely Plan- travel destination. dhist chants floating in the air, and et describes North East as: For domestic travellers in India mystical monks engrossed in prayers, T This triangular-shaped piece the region is still largely unexplored. then Tawang is what you’re most of land is wedged between China, For a traveller the region can offer likely thinking about. Located at a Bangladesh, Bhutan and Myanmar, peace and tranquility. Here are a few height of near about 10,000 ft above and consists of seven states, known highlights of the region for those who sea level, picturesque Tawang is a collectively as the Seven Sisters. Long have a spiritual bent of mind. thinly populated mountainous tract neglected by even the most intrepid lying on the northwest extremity of of travellers because of their notori- Tawang, Arunachal Pradesh Arunachal Pradesh in north east India. ously troubled past, the Sisters have If Shangri-La conjures up images of It is also the seat of the 400-year-old slowly come of age, and may soon an earthly paradise isolated from the Tawang Monastery, one of the oldest grow into India’s most sought-after outside world, happy people, Bud- and the largest monasteries in India

MYSTIC EAST | 39 NORTH EAST INDIA

and the biggest outside of Lhasa. As the birthplace of the sixth Dalai Lama, it is a holy site for Tibetan Buddhists and a prominent center for Gelug or Gelugpa, the pre-eminent Buddhist school in Tibet. Tawang shares boundaries with Tibet in the north, Bhutan in the south west and Sela range of West Kameng in the east.

Places to visit: Tawang is both his- torically and naturally endowed. It is located at a distance of 183 Kms from Bomdila and is situated at an altitude of 3500 metres above sea level. The natural beauty and solitude of Gudpi and Chong-Chugmi ranges, Tawang chu River and Tawang valley are very mesmerizing. The inhabitants of the districts are all of Monpa tribes except Shyo village which is dominated by people of Tibetian origin. There are many beautiful grlacial lakes in and around Tawang with crystal blue waters such as Sela lake, P.T.Tso lake, Sangetser lake, Banggachang lake and many more. These remain frozen in winter while in summer they be- come haven for migratory birds.

Arts & Festivals: There are two major religious festivals of the Monpas, ‘Losar’ and ‘Torgya’. Both festivals are celebrated once annually. The Losar is celebrated to the commencement of New year. Every third year of Torgya, the festival of Dungyur is celebrated. Both "Dungyur and Torgya" festivals are celebrated at the premises of the Tawang Monastery with traditional gaiety and enthusiasm. The Monpas have a glorious heritage of various kinds of Arts and Crafts. Their craftsmanship is mani- fested in various trades like weaving, mask making bamboo work, wood works, Thangka paintings, paper- Guru Padmasambhava consecrated the Taktshang monastery making, incense making, pottery,

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Majuli is the largest river island in the world

etc. Unlike the traditional societal Brahmaputra enhances the natural religion has made Majuli what it is organization in the country there is beauty of the place, the Satras give today. The Satras or the socio-cultural no separate class of Artisans in the it the cultural identity. Majuli holds institutions are the lifelines of the society and one is free to take up any the prestigious recognition of being river island. There are as many as 25 Art or Craft of their liking by associat- the largest river island in the world. Satras in the island which work as ing with an expert / Master. W 689 Originally the island was spread over monasteries and heritages for many, an area of 1250 sq km but due to which will be of interest to travellers. Majuli, Assam erosion, its size has reduced consid- These Satras are regarded as the hub Majuli is a mystic place that is erably. Today it covers a total area of of neo- Vaishnavite culture which was wrapped in history and culture and 421.65 sq km only. Majuli is located first promoted by revered Assamese one of the star attractions of Assam. just 20 km from Jorhat which can be saint Srimanta Sankardeva and later Majuli is not just the biggest river reached by ferries. by his disciple Madhavdeva. Here, island in the world, but it is also the Life in Majuli is only about cele- not only is Vaishavinism taught and seat of neo-Vaishavinism in Assam. bration. Amidst incessant floods, promoted but it is also home to one Majuli tourism may be small, but ecological degradation what lives of the principal classical Indian dance it is filled with life. If the mighty on is the spirit to live. Culture and routines- Sattriya dance.

MYSTIC EAST | 41 NORTH EAST INDIA

Each Xatra represents the uniqueness of Assamese culture and tradition

Places to visit: Satras (pronounced Xatras are the for the festival called Paalnaam and in Assamese as Xatra) are the so- Apsara Dance. Benganaati Satra cio-religious institutions adhering to socio-religious and Shamaguri Satra are two other the neo-Vaishavinism teachings of institutions important Satras in Majuli. Srimanta Sankardeva, the pioneer- disseminating Festivals: The Raas Lila is an annual ing religious leader of Assam. Majuli festival being performed on the full tourism is incomplete without these neo-Vaishavinism moon day (Purnima) in the months Satras. Each Satra has its own distin- of Srimanta of October-November (Kati- Aghun) guishing feature, teaching something during the autumn season. During this different yet something very close to Sankardeva, a festival the Sattras draw a large num- Assamese culture and tradition. If the pioneering saint of ber of people. The Raas Lila is the story Kamalabari Satra is one of the most Assam of the life of Lord Krishna presented in influential and most noted Satras in the performing art form. Performance Majuli, the Auniati Satra is famous of the Ras Lila involves various classes

42 | MYSTIC EAST November - December 2020

of musical instruments, music and ba and his son Khunjaoba, was The centre of Manipur's power till dance, and artifacts mask and paint- destroyed by the British during the 1891, the historical embodiment of ing. First Raas Leela was performed at Anglo-Manipuri War. During the reign Manipur Rulers and the people of Ma- Dakhinpat Sattra in 1840 A.D. and it is of Maharaja Bhagyachandra, the nipur, Kangla have a significant place continued with full ritual ways. These region experienced several Burmese in the heart and mind of the people constitute Assamese culture. invasions; however, with the help of Manipur Govindajee temple, outer of Gambhir Singh and the Manipur and inner moat and other relics are Imphal, Manipur army, Kangla was liberated from the perfect reflections of the rich art and Manipur, located in a lush green Burmese forces. culture of Manipur and her civiliza- corner of North East India, is an oval tion. shaped valley surrounded by nine Places to visit: Commemorating the memories of ranges of bluish green hills inter- The following are a few of the numer- the British and Indian soldiers who twined with cascading rapids, carpets ous places of interest in and around died during the World War II, these of flowers and lazy lakes. A little par- Imphal. Shree Shree Govindajee Tem- are War Cemeteries, managed by the adise on Earth with her rich cultural ple is a historic Vaishnavite centre, Commonwealth War Graves Commis- heritage and sublime natural beauty, adjoining Manipur's former Mahara- sion. Manipur promises to be a favourite jas' Royal Palace. Twin domes, a paved Ima Market is a unique all women's new Tourism Destination. The people courtyard, and a large raised congre- market, having 3,000 or more "Imas" or and tribes of Manipur include Meiteis, gation hall form a perfect backdrop mothers who run the stalls. Split into Nagas, Mizos and many other colour- for priests who descend the steps, to two sections on either side of a road ful communities who have coexisted accept offerings from devotees in the these women sell vegetables, fruits, in complete harmony for centuries. courtyard. The shrines of Lord Krishna fishes and household groceries are sold These are people whose folklore, and Balaram and Jagannath flank the on one side and exquisite handlooms myths and legends, dances, indige- two sides of the presiding deity. and household tools on the other. nous games and martial arts, exotic handlooms, handicrafts and fine arts are invested with the mystique of nature Manipur is a mosaic of ancient tra- ditions and rich cultural patterns. In the field of arts and culture, the State is best represented by its classical and folk dance forms. Raas Leelas depict the Leelas of Lord Krishna as a child with Gopies of Brindavan and express their yearning for communion with the Lord. The Raas Dance is perfectly lyrical and has extremely graceful movements. The spring festival, the “Lai Haraoba” held in April – May is symbolized by a traditional stylized and ritualistic dance performed for peace and prosperity. The tribal folk dances are an expression of nature, creativity and aestheticism of the tribal way of life. The city of Imphal is the capital of the Indian state of Manipur. The Kangla Palace, built by King Khagem- Manipur is surrounded by nine ranges of bluish green hills

MYSTIC EAST | 43 NORTH EAST INDIA

Nagaland is home to a large number of unique tribes

Mon, Nagaland plenty of things to do, and the moun- ies. That said the main religion today If you want to uncover the real north- tain slopes are quite steep, yet the in Mon is Christianity. east then this is the place to be as practically pollution-free forest roads you'll be left awestruck by the scenic are great to hike and trek. Few people Places to visit: Longwa Village, Teny- beauty of this district. Learn about speak in English here due to the work imi Church, Museum in Chenloisho the Konyaks, the headhunter Naga done here by the Christian missionar- Village, Doyang River, Nagaland tribe, who keep on their ancient eth- science center, Hong Kong Market, nic lifestyle (except hunting for heads, Shilloi Lake. Explore Villages Around - of course). The fearless Longwa, Chui, Naganimora, Shang- Driving from Dimapur airport, warriors with their nyu, Trek to Veda Peak and Explore towards the hilly and forest-lined tattoos signifying The Konak Tribe district of Mon itself will be a journey that would take you deep into the the number of Arts & Festivals: Beaded jewellery, hub of Konyak Nagas. The fearless heads they had woodcarvings, and headgears made warriors with their tattoos signifying with bright feathers, are the works the number of heads they had hunt- hunted still sport of local artisans in the tribe. Aoling ed still sport these tattoos as proudly these tattoos Monyu, is their annual festival, when as trophies proving their bravery. The as proudly as the entire village gets decked up in hereditary chief is called Angh and his the brightest tribal clothing and very house in the Chui village is a place of trophies proving elaborate headgear and brass jewel- great interest among tourists visiting their bravery ry. The villages of Shangnyu, Nagan- this serene district of Mon. imora, and Chui offer an elaborate Mon offers adventure seekers view of the pristine preview of life

44 | MYSTIC EAST November - December 2020

Among the rock cut carvings, the central Shiva head and gigantic Gane- sha figures deserve special mention. The central Shiva head known as ‘Un- akotiswara Kal Bhairava’ is about 30 feet high including an embroidered head-dress which itself is 10 feet high. On each side of the head-dress of the central Shiva, there are two full size female figures – one of Durga stand- ing on a lion and another female figure on the other side. In addition three enormous images of Nandi Bull are found half buried in the ground. There are various other stone as well as rock cut images at Unakoti. Festivals: Every year a big fair pop- ularly known as ‘Ashokastami Mela’ is held in the month of April which is visited by thousands of pilgrims.

Pemyangtse Monastery, Sikkim The Pemayangtse Monastery is one of the oldest and premier monaster- ies of Sikkim. It was built by Lhatsun Chenpo in the 17th century originally. The monastery has a unique depth in its name. The term Pemayangtse means “Perfect Sublime Lotus”, and Unakoti’s ‘Lost Hill of Faces’ is an unparalleled Shaivite pilgrimage is said to symbolise one of the four plexus of the human body. Built for ta-tshang or ‘pure monks’ and art, in these parts. asked all the gods and goddesses to in the times of the monarchy in wake up before sun rise and proceed Sikkim, the monastery’s head lama Unakoti, Tripura for Kashi. received the unique privilege of Located around 178 km from Agar- It is said that in the morning, except anointing the Chogyals with holy tala, Unakoti’s ‘Lost Hill of Faces’ is Shiva himself, no one else could get water. The Nyingma Order of Tibetan a centuries-old Shaivite pilgrimage up so Lord Shiva set out for Kashi Buddhism is followed by the Pe- spot. Unakoti dates back to 7th – 9th himself cursing the others to become mayangtse Monastery and hence it centuries if not earlier. The marvellous stone images. As a result we have controls all the monasteries following rock carvings, murals with their prim- one less than a crore stone imag- the same order in Sikkim. itive beauty, waterfalls are not to be es and carvings at Unakoti. These An old dated photograph of Sang- missed. Unakoti means one less than carvings are located at a beautifully dok palri at Pemayangste from 1972, a crore and it is said that these many landscaped forest area with green depicting the cultural enigma and el- rock cut carvings are available here. vegetation all around which add to egance that has remain synonymous As per Hindu mythology, when Lord the beauty of the carvings. The imag- with Buddhism for decades. Shiva was going to Kashi along with es found at Unakoti are of two types, The three-storied structure depicts one crore gods and goddesses he namely rock-carved figures and stone paintings on its walls and statues of made a night halt at this location. He images. saints and Rinpoches, deified on var-

MYSTIC EAST | 45 NORTH EAST INDIA

Most of the monasteries of Sikkim follow the Nyingma Order of Tibetan Buddhism

ious floors. Padmasambhava’s eight The Cham dance festival is held. It in Sikkim, “Dzongri trek route, Yuk- incarnations in the fierce form are is performed by the lamas of this som-Dzongri-GoechhaLa” which is a also seen here. monastery where they dress up as trek of 46 km to the Kanchendzonga Kae Chong, Buddhism and Sha- Mahākāla and Guru Drag-dmar (San- range of hills and Kanchendzonga manism practitioner talks about skrit Vajrakila) in colourful costumes National Park (KNP), started prior to his visit to the monastery and how for the dance performances. 1960. he got to witness the supernatural The festival marks the conclusion of March to June is considered to be phenomenon, “Zangdok Palri, the Losar (new year’s festival) and pilgrims the most favourable months to visit celestial realm for Guru Padmasam- come from all parts of Sikkim to visit Pemayangtse because of the pleasing bhava. In Guru’s teaching, achieving the monastery to witness this festival. weather. During the cold days, this a rainbow body is very significant. A very large and impressive embroi- place turns even more alluring or one When someone passes away and his dered scroll is displayed and a firework might say mythical but the tempera- body transforms into Rainbow means display is done which symbolizes driv- ture can be as low as -5C. that he is liberated from the samsara.” ing away evil spirits. The 108 monks of Pemayangtse is blessed with aston- monastery are distinguishable as they ishing beauty being situated among Festivals: On the 28th and 29th wear red hats unlike yellow worn by picturesque mountains, exotic green- day of the 12th lunar month of the other monasteries. woods and glaciers which makes it Tibetan calendar, corresponding to The monastery is located at the one of the most well-known Sikkim February of the Gregorian calendar, beginning of the most popular trek destinations.

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