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Monthly Publication April 2017 Vol 4 • Issue 4 Pages 52 ` 50

A rendition of modernity HOSPITALITY EDUCATION: THE EVOLUTION

Contents

Welcome to my pod 16 A look at Mumbai's unique pod , Urbanpod, and how it is providing sensible accommodation options to budget travellers. Food, avant-garde 22 Gaurav Malhotra, Executive Chef, Hyderabad Convention Centre and HICC, speaks to us about the unique food options offered by 16 the hotel. Reviving quality education 28 Studying the methods of teaching being followed by hospitality institutes and identifying areas of concern. Amenities - Value addition or necessity? 33 Cornell University’s Centre for Hospitality Research helps close the debate on how amenities are viewed by guests and hoteliers. Social media: Worth the frenzy? 34 Highlighting how social media helps build businesses and how extensively it can be employed. 22 28

33 34

Editor & Publisher Asst. Vice President Design Production Manager SanJeet [email protected] Yogendra Baghel Anil Kharbanda Managing Editor Advertising : Delhi Advertisement Designer Circulation Manager Peden Doma Bhutia Vikas Mandotia Tarun Jain New Delhi: 72, Todarmal Road, New Delhi - 110 001 [email protected] Phone No: +91 11 233 44179, Fax: +91-22-22070131 Associate Editor [email protected] Nitin Kumar Business Manager E-mail: [email protected] [email protected] Ashok Rana Advertising : Mumbai eCommerce Mumbai: 504 Marine Chambers, 43 New Marine Lines Assistant Editor [email protected] Ashish Chakraborty Mumbai 400 020, [email protected] Tel: +91-22-22070129, 22070130, Fax: +91-22-22070131 [email protected] Cover Image Correspondent E-mail: [email protected] [email protected] DoubleTree by Hilton Hotel [email protected] UAE: P.O. Box: 9348, Sharjah, UAE Dubai– Beach Tel: +971 6 5528954, Fax: +971 6 5528956 E-mail: [email protected]

All information in Hospitality Talk is derived from strictly prohibited. Material appearing in Hospitality Advertising enquiries: Advertisements Code of South Asia. The publisher sources, which we consider reliable. Information is Talk cannot be reproduced in whole or in part without [email protected] will not be liable for any damage or loss caused by the passed on to our readers without any responsibility on prior written permission. The same rule applies when The publisher assumes no responsibility for returning late publication, error or failure or advertisement or our part. The contents of this publication contain views there is a copyright or the article is taken from another unsolicited material nor is he responsible for material editorial to appear. of authors and are not the views of Hospitality Talk. publication. Publications reproducing material either lost or damaged in transit. Any material submitted to in part or in whole, without permission would face Hospitality Talk is printed, published, edited and Similarly, opinions/views expressed by any party in Hospitality Talk will not be returned. The publisher owned by SanJeet, printed at Karan Printers, abstract and/or in interviews are not necessarily legal action. reserves the rights to refuse, withdraw, amend or shared/do not necessarily reflect any opinion of Editorial enquiries: otherwise deal with all advertisements without F 29/2, Phase II, Okhla Industrial Area, New Hospitality Talk. (concerning reproduction of articles) explanation. All advertisements must comply with Delhi-110020 and published at 72, Todarmal All rights reserved throughout the world. Reproduction [email protected] the Indian Advertisements Code as well as the Road, New Delhi-110001 4 Domestic News

Lords and Resorts adds a property at Gir, Gujarat Lords Hotels and Resorts has signed a hotel property at Sasan Gir, Gujarat. Located at a close proximity to the Madhuvanti Dam, the premium property offers 72 keys to stunningly spacious villas, luxurious suites, and plush rooms. Some of the other amenities include a mini theatre, swimming pool, game zone, a well-furnished restaurant, and above all a great view of the Gir forest.

Absolute Hotel Services launches Eastin Residences Vadodara based Absolute Hotel Services has launched Eastin Residences Vadodara in the cultural capital of Gujarat. All 44 well-appointed residences have fashionable décor with great attention given to functionality. Lounge sitting area, walk-in wardrobe, sofa cum bed, kitchenette with microwave, refrigerator and heating facility give the property a competitive advantage. The property is located in main Alkapuri, a hub for shopping, family attractions, and commercial centre.

IntelliStay Hotels launches third brand, i-Stay Hotels ,QWHOOL6WD\+RWHOVKDVODXQFKHGLWVWKLUGEUDQGL6WD\+RWHOVZLWKLWVÀUVW hotel in Raipur, Chhattisgarh. Essentially a youth and transit hotel, the brand also provides shared accommodation for families and groups. i-Stay Hotels – Raipur Junction is located in the heart of the city, just beside the railway station. This central location makes it easy to access for transit-stay travellers.

6 Domestic News

Pullman New Delhi Aerocity launches video menu Pullman New Delhi Aerocity has introduced an innovative way to look at menus at its restaurant, Pluck. Idea Chakki and Pullman New Delhi Aerocity have partnered to bring this interactive digital image and video menu together. Pluck, an avant-garde farm-to-table restaurant will have the Dash application on iPads to showcase the new menu. The Dash app will feature the menu in a video and image format, allowing diners to preview their meal visually. The app also sorts the menu in innovative ways and lets guests see what they can expect from the restaurant.

IHG’s first hotel in InterContinental Hotels Group strengthens its presence in East India with the LQWURGXFWLRQRILWVÀUVW+ROLGD\,QQKRWHOLQ.RONDWD²+ROLGD\,QQ.RONDWD$LUSRUW With the opening of this 137-room hotel in partnership with Jain Group, the total QXPEHURI+ROLGD\,QQKRWHOVKDVJRQHXSWRLQ,QGLD/RFDWHGMXVWÀYHNPV away from the city’s international airport, Wyndham adds three hotels with close proximity to business parks, to India portfolio SEZs, and IT hubs of Kolkata, the hotel Wyndham Hotel Group has announced the addition of three new offers comfort and convenience to the hotels under the and Ramada Encore brands to its India contemporary business and leisure portfolio. In order to expand the brand across Eurasia, the recent traveller. It also provides state-of-the-art additions at Kumbhalgarh (Rajasthan), Jalandhar (Punjab), and meeting and banqueting spaces that Lucknow (Uttar Pradesh) will further strengthen Wyndham Hotel imbibe the latest technology in providing Group’s presence in the northern belt of the country. The group now creative offerings to its guests. has 28 operational hotels in India and 36 hotels in the Eurasia region.

Radisson Blu Atria Bengaluru opens with 167 rooms Atria Bengaluru has opened doors to guests. Located in the capital of India’s southern state, Bengaluru, the hotel features 167 guest rooms and suites with modern amenities. %ULQJLQJH[FLWLQJÁDYRXUVIURP around the globe, the hotel has four food and beverage outlets for guests to indulge in. Guests can enjoy international cuisines at One Atria Café or delight LQDXWKHQWLFÀQH,QGLDQFXLVLQHDWWKHKRWHO·VVSHFLDOW\UHVWDXUDQW7LMRXUL

Hospitality Talk April 2017 7

April 2017 Hospitality Talk 8 Domestic News

Radisson Blu Jammu opens with 119 rooms Carlson has opened Radisson Blu Jammu, offering comfort, style, and sophistication to the guests in the city. Radisson Blu Jammu is a mere 14 minutes from Jammu Airport and six minutes by car from Jammu Tawi Railway Station, the city’s main railway station.

Goa’s third Fortune hotel sets foot in now open Indian market Fortune Hotels has announced the opening of its 46th hotel in the country Deutsche Hospitality is adding another country to its hospitality portfolio. The – Fortune Miramar, Goa. This is the chain’s third hotel in Goa, joining For- German company will set foot in the Indian hotel market with its Indian joint tune Acron Regina, Candolim and Acron Waterfront Resort, Baga. Located venture partner, MBD Group. From year 2020, guests will be able to relax in in the heart of Panaji city, the hotel is aesthetically designed to infuse Goan Bengaluru’s Zephyr – MBD Steigenberger Hotel and Apartments. Aimed at vibes with modern-day redefining luxury in the city, Zephyr is a pioneering mixed-use development amenities to make for a de- entailing luxury hotel and luxury serviced apartments by MBD Steigenberger. lightful stay. It features 45 beautifully-furnished rooms, complete with latest ameni- ties. To add to its charm, the property is situated at an advantageous location, just 200 metres from the famous Miramar Beach and well-connected to the air- port, local shopping district, casinos, beaches, and other areas of interest.

Form IV Statement about ownership and other particulars about QHZVSDSHU +RVSLWDOLW\ 7DON WR EH SXEOLVKHG LQ WKH ¿UVW issue every year after the last day of February 1. Place of publication : 72 Todarmal Road, New Delhi - 110001 2. Periodicity of its publication : Monthly 3. Printer’s Name : SanJeet Nationality : Indian Address : 72, Todarmal Road, New Delhi - 110001 4. Publisher’s Name : SanJeet Nationality : Indian Address : 72, Todarmal Road, New Delhi - 110001 5. Editor’s Name : SanJeet Nationality : Indian Address : 72, Todarmal Road, New Delhi - 110001 Meliá Hotels’ second roadshow in India 6. Name and address of individuals : SanJeet, who own the newspaper and 72, Todarmal Road Meliá Hotels International conducted its three-city roadshow in Bengaluru, Ahmedabad, and Mumbai, from partners or shareholders holding New Delhi - 110001 more than one percent of the February 20-22, 2017. The roadshow was aimed at building and strengthening relationships with key travel total capital partners across India and to showcase the USPs of the brands — Gran Meliá, ME by Meliá, Paradisus, Meliá I, SanJeet, hereby declare that the particulars given above are true to the best of my knowledge and belief. Hotels and Resorts, Innside by Meliá, Tryp by Wyndham, and Sol by Meliá. Led by Ruben Casas, Senior Director - Date : 01/03/2017 Sd/- 6DOHVDQG0DUNHWLQJ$VLD3DFLÀFDQGVHQLRUKRWHOUHSUHVHQWDWLYHVWKHURDGVKRZZLWQHVVHGDFWLYHSDUWLFLSDWLRQ SanJeet from several trade partners, travel consultants, major tour operators, wedding planners, and the media. Signature of the Publisher

Hospitality Talk April 2017

10 International News

Address Boulevard, Dubai, welcomes guests Emaar Hospitality Group’s latest property, The Address Boulevard, KDVÀQDOO\RSHQHGLWVGRRUVWR guests. The hotel has formally started operations. Situated in Downtown Dubai, the property offers the best in hospitality and service. With its signature dining concept, The Restaurant at Address, spa facilities, engaging Qix club for children, access to The Dubai Mall, and state-of-the art serviced residences, the property offers a panoply of experiences and tastes.

IHG and Linzhu to open Holiday Inn Sydney InterContinental Hotels Group and Linzhu have signed an agreement to open the Holiday Inn Sydney Central in the city’s CBD. Adding 305 rooms in 6\GQH\E\WKHÁDJVKLSKRWHOLVWKHODUJHVWPLGVFDOHSURSHUW\LQWKH Sydney CBD pipeline and will embrace the joy of dining with its design-led restaurant, terrace bar, and 120-seat meeting space. The hotel will be part of a mixed-use development that will include a private art gallery and a retail concourse.

JW Marriott expands portfolio JW Marriott Hotels and Resorts has announced the opening of JW Marriott Phu Quoc, Emerald Bay. Located on Vietnam’s largest island of Phu Quoc, a hidden paradise off the southern coast of Vietnam, and designed by award-winning interior designer Bill Bensley, the hotel comprises 244 guest rooms, suites, and villas for an idyllic island retreat. JW Marriott Phu Quoc, Emerald Bay, is the second hotel for the brand in Vietnam, and joins a portfolio of more than -:0DUULRWWKRWHOVDFURVVFRXQWULHV,WRIIHUVÀYHGLVWLQFWUHVWDXUDQWV and bars, ensuring guests have a wealth of world-class dining options.

Mandarin Oriental, Bodrum, to open in April Luxurious Turkish Riviera resort, Mandarin Oriental, Bodrum, will open for the summer season in April, WKLV\HDU1HZÀWQHVVDQGZHOOQHVVIDFLOLWLHVDEXWOHU service for every room category, a new partnership with Worldwide Kids, and specially-curated room packages will become available at the resort that overlooks the aptly named Paradise Bay. By booking the new Stay and Dine room package, guests can take advantage of the UHVRUW·VODWHVWRIIHULQJVDQGH[LVWLQJÀYHVWDUDPHQLWLHV

Hospitality Talk April 2017

12 International News

Belmond Road to Mandalay introduces cruises in Myanmar Belmond Road to Mandalay introduces mindfulness cruises in Myanmar, taking passengers along the spiritually enriching Ayeyarwady River on expert- led journeys of self-discovery. Guests can choose from a seven-night round trip cruise, departing Bagan on October 7, 2017, or three-night ‘taster’ cruise departing Mandalay on October 11, 2017. In a country renowned for its golden- topped temples, monasteries, and hidden pagodas where meditation is a way RIOLIHWKHUHLVQREHWWHUYR\DJHWRGLJLWDOO\GHWR[DQGSXUVXHLQQHUIXOÀOOPHQW

Al Bait Sharjah – UAE’s latest in luxury hotels Al Bait Sharjah, the new luxury resort to be managed by General Hotel Management Ltd (GHM), is set to raise the bar for luxury hotel accommodation in the ’ (UAE) cultural city while adding interest and vibrance to the historic inner-city precinct in which it is situated. Developed in partnership with Shurooq (the Sharjah Investment and Development Authority), Al Bait in Sharjah is part of the Emirate’s largest and most ambitious historical preservation and restoration projects known as Heart of Sharjah.

FCS and NEC partner for EMEA sector AccorHotels FCS Computer Systems (FCS) and NEC Enterprise Solutions EMEA (Europe, Middle East launches new and Africa), both leading providers of advanced ICT solutions to the hospitality sector, have inked a partnership agreement that incorporates FCS solutions into the NEC Hospitality online booking tool offering for the hotel sector in EMEA. The FCS suite of hospitality interface and operational AccorHotels has announced a new group online solutions, encompassing booking tool, Leisure Online, for partners in the billing interface, voicemail, Indian tourism industry, including travel agencies job dispatch, engineering, and tour operators. This digital solution provides housekeeping, glitch travel professionals with real time availability and management and more, are best rates guaranteed for leisure group bookings of fully-tested and integrated to 15 to 60 persons (from 8 to 30 rooms) at more than work with NEC’s range of IT 900 hotels and resorts worldwide, including India. and communication servers, Leisure Online, which is user-friendly and designed and will be available directly like a booking engine for ease of use, is available to order through NEC’s DQ\ZKHUHDQ\WLPHJLYLQJERRNHUVWKHÁH[LELOLW\WR business partners in EMEA. make reservations easily in no time.

Nobu Hotel Ibiza Bay, Spain, to open end June 7KH%DOHDULF,VODQG·VPRVWH[FLWLQJQHZOX[XU\ÀYHVWDUUHVRUW1REX+RWHO,EL]D%D\DPHPEHURIWKHJOREDOO\UHFRJQLVHG6PDOO/X[XU\+RWHOVRIWKH:RUOGLVVHW to open towards the end of June. Ibiza Bay is designed to be the ultimate playground for grown-ups. The Ibizan-style rooms and suites, two private seafront pools, UHVWDXUDQWVVSDERXWLTXHDGXOWDQGIDPLO\H[SHULHQFHVKDYHEHHQFDUHIXOO\FXUDWHGWRSURYLGHJXHVWVZLWKWKHÀQHVWDXWKHQWLFLVODQGHVFDSHZLWKRXWHYHUKDYLQJ to leave the resort.

14 International News

JA Resorts and Hotels set to debut in Sri Lanka Dubai-based JA Resorts and Hotels that currently has properties in , Seychelles, and Dubai will be making inroads into a new destination with its property in Sri Lanka. Local design features such as laterite stone walls, wood teak ceiling, veneer teak walls, split granite, and rich vibrant Sri Lankan textiles have been incorporated into the design of the hotel.

Rezidor appoints first Hotelbeds and Tourico Holidays Saudi Arabian woman as join hands General Manager Hotelbeds Group, a global bed bank and business-to-business provider of The Rezidor Hotel Group, one of the most services to the travel industry, has announced plans for Tourico Holidays dynamic hotel companies in the world, is proud to merge with its bed bank business unit. The proposed deal will enable to mark a milestone in its history by appointing Tourico Holidays to enhance its footprint, especially in Tourico Holidays’ LWVÀUVW6DXGLIHPDOH*HQHUDO0DQDJHULQWKH home market of North company and the . Maram America whilst benefit- Kokandi will be the General Manager of the ting from belonging to new Park Inn by Radisson hotel in Jeddah, Hotelbeds Group’s global Saudi Arabia, scheduled to open later this network. For the time year. The appointment complements being, both businesses Saudi Vision 2030, which emphasises will continue as usual, WKHVLJQLÀFDQFHRI6DXGLZRPHQDQG focusing on providing the their role in leading the development best possible service to of both social and professional partners and clients. growth of the kingdom.

AccorHotels to Sarovar Hotels acquire Travel Keys announces hotel AccorHotels has begun exclusive negotiations for the in Zambia acquisition of Travel Keys, one of the leading players Expanding its overseas portfolio, Sarovar in the private vacation rental market. Founded in Hotels has announced the signing of its 1991, Travel Keys is an elite travel broker repre- latest project in Africa, Sarovar Premiere senting a luxury collection of over 5,000 highly Lusaka, Zambia. This development marks curated villas across more than 100 destinations in 6DURYDU·VSUHVHQFHLQÀYHFRXQWULHVRI the Caribbean islands, , Hawaii, the United Africa, including Tanzania, , South States, Europe, Asia, and Africa. A pioneer in the in- Sudan, Ethiopia, and Zambia. Sarovar dustry, the Atlanta-based company focuses on guest Premiere Lusaka is an 82-key all-suite hotel satisfaction, offering professional vacation planning, conveniently located around the city centre. and 24x7 concierge services. The combination of With an elegant design and all modern Travel Keys with ‘onefinestay’ and ‘Squarebreak’ will facilities, it is the only all-suite hotel in the provide AccorHotels with a unique offering of about region that will offer the space and comfort 8,500 addresses in the luxury private rental market of a personal apartment. The hotel is being in both vacation and urban segments. The transac- developed by Neelkanth Group that is based tion is expected to close in the second quarter of out of Zambia, whose core business lies in 2017, after customary due diligence. steel, lime, copper cables, and real estate.

Hospitality Talk April 2017 Event 15

HICSA 2017 – 'H¿QLQJWKHIXWXUH To address the growing need of a uniform platform for industry participants to exchange ideas and discuss the future of the hospitality industry, the Hotel Investment Conference − South Asia (HICSA), launched by HVS, shall be conducting its 13th edition this year.

VS is set to host the 13th This year, the conference will also honoured to recognise Dr. A B edition of HICSA on April feature CEOs from four of the most Kerkar as the recipient of the ‘Life- H5 and 6, at Grand respected global hotel companies, time Achievement Award’. Mumbai, which will once again bring Christopher J Nassetta, President to fore the most relevant subject and CEO, Hilton; Mark Hoplamazian, Notable speakers at the conference matter, key issues, and latest indus- President and CEO, Hyatt Hotels include industry stalwarts such as try trends that shape and transform Corporation; Rakesh Sarna, Manag- Arun Nanda, Chairman, Mahindra the future of hospitality businesses ing Director and CEO, Holidays and Resorts India; Craig in South Asia and around the world. Palaces Resorts Safaris; and Vikram Smith, President and MD - APAC, Over the last 12 years, HICSA has Oberoi, Managing Director and CEO, ; Jonathan consistently managed to scale . The conference Vanica, Managing Director- Asian greater heights, establishing itself will also feature a series of power- Special Situations Group, Gold- as one of the most coveted forums ful keynote addresses by eminent man Sachs; Kavin C Bloomer, for all industry players in the region. industry specialists such as Amitabh Executive Director, Morgan Stanley; Each year, the conference brings Kant, Chief Executive Officer, NITI Peter Kerkar, Group Chief Execu- together more than 500 delegates Aayog; David Scowsill, President tive Officer, Cox and Kings; Rajiv from over 20 countries, comprising and CEO, World Travel and Tourism Kaul, President, The Leela Palaces, the best and the brightest from the Council; and Michael Issenberg, Hotels and Resorts; and Thorsten region’s as well as the global Chairman and CEO - Asia Pacific, Kirschke, President - APAC, Carlson hospitality industry. AccorHotels. This year, HICSA is Rezidor Hotel Group, to name a few. 16 Trends

Welcome to myPOD Urbanpod, the first-of-its-kind pod hotel, launches in India, pioneering a new segment of smart hotels. Hiren Gandhi, Co-founder and Director, Urbanpod, gets in an exclusive tête-à-tête with us to describe his plans for the Indian market and his ‘Pod’ concept. HT Bureau A pod hotel sounds extremely safety, and quality. Urbanpod is Urbanpod, during his work-related fascinating. Do tell us about modern, stylish, and minimalistic, assignment in , got a this concept. providing guests with an experience chance to stay and experience an Urbanpod, Andheri SEEPZ, unmatched. The pod theme also elegant pod hotel. He absolutely Mumbai, is the first-of-its-kind pod makes it a great arena to network loved the concept, business-model, hotel in India that indulges discerning and make new friends from across service, quality, and many other travellers with a smart-stay option. the globe. aspects of this unique experience. It is a GenNext, futuristic, smart He shared his thoughts with another accommodation and shared-living What prompted you to introduce entrepreneur-hotelier friend, and concept at a humble cost that does this unique concept to India? they, along with Singapore-based Hiren Gandhi not compromise on luxury, comfort, Shalabh Mittal, a co-founder at Berlin Lee, a veteran in the architec-

Hospitality Talk April 2017

18 Trends

tural design and interiors business, gave birth to the concept of Urbanpod.

Urbanpod is The Indian hospitality industry modern, stylish, has a huge potential. Booming domestic economy, globalisation, and minimalistic, and better infrastructure are providing guests spurring a growth in the number of business and leisure travellers with an experience to the country. unmatched Even the sub-segments in the leisure category, that is single-trav- ellers, backpackers, spiritual-travel- lers, study tour groups, explorers, researchers, and group travellers are expanding more than ever before. These new-age travellers are looking at smart and practical stay options.

Accommodations that are hygienic, safe, provide all basic amenities, have free Wi-Fi, proximity to airports and business hubs, and provide an ambience and opportunity to inter- act with people from all geographies are the things that today’s urban travellers are looking for. value-for-money to customers Urbanpod is strategically located and giving them the choice of a in the heart of Mumbai’s busi- Taking all these factors into con- smart accommodation. ness hub and in close proximity sideration, the three of us felt that of the domestic and international the Indian audience was ready for How well-equipped are the pods? airports. It offers 140 pods with this new product and decided to Perfect for anyone seeking various upgrades, such as suite introduce it to India, offering accommodation on a budget, pods, private pods, classic pods, and an exclusive ladies-only pod.

The suite pod category is suit- able for couples, private pods have more room, and the exclu- sive ladies-only pod gives single women travellers added safety and privacy.

The sleek individual pods are self-contained with modern, superior interiors. Each pod comes with a cosy bed, personal locker with secure keycard access, plasma TV, personal reading light, power socket, hangers, a dresser, free Wi-Fi, adjustable air-conditioning facility, air-purifier, and a sliding door with locking facility for added privacy. Each pod also has a smoke detector and a fire extinguisher.

After a long day, guests can unwind and relax in their individual pods with mood lighting giving just the right ambience.

Hospitality Talk April 2017 Trends 19

What are your expansion plans? We would like to explore more hotels in Mumbai because of the sheer necessity of such spaces in the city. We also aim to provide this innova- tive product to as many customers as possible.

For now, we have plans to go with 1,000 beds in a span of two to three years and we will do this with stra- tegic partnerships with like-minded partners from across the industry. We would also like to expand this innovative concept to other metros, such as Delhi and Bengaluru, to be- gin with. Additionally, we are looking to explore strategic partnerships with larger setups, such as IT-parks and real estate owners.

How are you going to market your product? The sleek We have tied-up with leading OTAs and have already started individual pods are receiving bookings from their self-contained with end. Through our marketing agency, we are tapping corporate modern, superior and travel operators. We aim to interiors reach out to the end-consumer What kind of client base do you travellers of all kinds (spiritual, through PR and social media com- want to cater to? study-related groups, researchers, munication. Slowly, we will be add- Our target segment includes new- explorers, cultural-exchange travel- ing more activities to connect with age travellers (both business and lers), and backpackers, the end-consumer. lleisure),eisure), single travellers (both(both men among othersothers.. and women),women), group 20 Interview

HILTON – Marking new TERRITORY With more than 570 hotels across six continents, Hilton Hotels and Resorts has laid the foundation for memorable travel experiences. Rupert Hallam, Vice President, Sales - Asia Pacific, , talks about India as a favourable market.

Anupriya Bishnoi

Tell us about the Hilton while building relationships that Showcase 2017. could further grow into business We hold Hilton Showcase once partnerships and associations. a year and it’s all about our customers. We have around How important is India as a 25 hotels worldwide that are market for Hilton? joining us here in Delhi to con- India is incredibly important to nect with Indian customers. Hilton Hilton. We have 15 hotels presently Rupert Hallam Showcase is all about engagement, operating in the country, with two expanding our customer base, more scheduled to open by the end networking, and helping clients of the year. Conrad Bengaluru, the understand the Hilton brand. Hilton second Conrad hotel in the country has 14 brands spread across the after that in Pune, will open in the globe and this showcase helps third quarter. them connect at a local level, Lucknow will open in the fourth

Hospitality Talk April 2017 Interview 21

quarter. Both hotels beautifully What’s your take on mergers and Has demonetisation affected complement the footprint of hotels acquisitions? Hilton in any way? we already have in India. Outbound We grow organically, continuously on We carried on with our business, so business is equally important to the lookout for associations with the demonetisation really didn’t affect us. us. India now ranks in the top ten right partners, in the right locations, outbound markets of the world in with the right products. In India, we Is there any category of hotel terms of both business and are adding few hotels every year, that will witness a rise in the leisure tourism. which is entirely an organic growth. near future? Asia Pacific is still developing as a Hilton has 4,800 hotels across How different is managing market for luxury hotels and luxury the globe, and we are here to properties in India from those in brands. As far as global trends are ensure that we see this market the Asia Pacific region? concerned, there is a shift towards as an absolute mandate for the I have managed properties in Austra- focused-service brands. Corporates growth of Hilton. lia and I see the way properties are these days want options. Price is being managed and operated in dif- not the only factor that influences Tell us more about your ferent parts of the world. I don’t think their decisions; value for expansion plans. there is much difference in running money is what they look to At the moment, we have around a property in India and running one get. We need to give them 184 hotels across Asia Pacific. in any other part of the world. We options in full-service as We plan to take this count up have to ensure that the clients are well as focused-service to 200 by the end of the year. looked after. The energy that I see in segments. A large part of this prospective my team in India is palpable and that expansion will be concentrated comes through in operations as well. in . We develop that talent and maintain that talent, making sure that it stays Apart from the two hotels that will within the Hilton brand. You can have be opening in India this year, we a beautiful hotel but without the right have another 18 in the pipeline. team, it’s worthless. This industry is Southeast Asia is also a strong not just about beautiful properties, development point for us. We are but also about people and delivery of also looking to expand our presence services, and that is exactly what we in . do as a sales team. 22 Chef Talk

Gaurav Malhotra, Executive Chef, Novotel Hyderabad Convention Centre and HICC, tells us about the hotel’s marketing strategy to promote F&B along with the challenges of catering to the Food, MICE segment. avant-garde HT Bureau

Tell us about the USP of the ing classics as well as contemporary promote our F&B. We extensively restaurants housed in the hotel. hits late into the night, the bar at use digital platforms where we can Each restaurant at Novotel the hotel sets an ambience for be in touch with clients in real time Hyderabad Convention Centre is those who wish to immerse them- and keep them updated about different from the rest. selves in its vibe. promotions. Reviews from food bloggers and a sizeable following The Square: An all-day dining La Cantina: A Mexican-themed help us translate the essence of the restaurant, The Square has outdoor poolside restaurant, La Cantina experience of dining. spaces adjacent to the pool and brings forth authentic gourmet Gaurav lawn. With an alfresco setting, it offerings in a very relaxed, serene How diverse is your client base? Malhotra features live stations dedicated to a setting. Its F&B offerings make it a Our diners are a mix of room-stay variety of cuisines. While one gener- unique destination in the region. guests, regular clientele from IT ally spots corporate lunch meetings hubs, expats, and HNI citizens from on weekdays, The Square has Le Café: This is a European the city of Hyderabad. About weekend specials of Pan Asia- sidewalk-themed deli that stocks 20 per cent of our clientele also themed Fridays, Seafood the choicest of baked delights and flows over from the adjoining BBQ Saturdays, and desserts. It has a large selection of convention centre. Sunday brunches. The coffees and sandwiches along with restaurant also hosts customised cakes for all occasions, Being one of the biggest MICE numerous indoor with multi-tiered cakes being a hotels of the country, what and outdoor favoured specialty. challenges do you face and how activities for kids do you overcome them? and teens. What is your marketing strategy to Planning for an event is key, being promote F&B at the hotel? facilitated by transparent commu- The Bar: With a We frequently host food festivals nication between organisers and live band perform- and update our menus in order to venue managers. Movement of Chef Talk 23

large gatherings is a major chal- across the globe, are well-read, Regularly educating guests on lenge. We pull up a plan in advance well-travelled, and are empow- the importance of authenticity for the infrastructure required, ered with a high spending power. of cuisines goes a long way in We extensively use signage that would provide proper This has subsequently allowed the this regard. directions, immaculate coordination consumer palate to open up to new digital platforms with organisers of the event, under- experiences and a wider range of For a restaurant to exist in the standing guest expectations, and cuisines. Nowadays, the clientele long run, what are the few things where we can be in communication tools to be used. is more experimental in terms of that are essential? touch with clients cuisine and is seeking a modern, Every guest must have a memorable Business travellers look for a more globalised gastronomic experience dining experience consisting of in real time casual and comfortable option, more eagerly. scrumptious bites and impeccable while a section of the guests love service. A well-executed dining our weekend brunches or after- Have you seen a shift in the food experience helps meet the noon teas. Families look for dining habits of the people of expectations of clients, making options with food that is suitable Hyderabad? them a regular at the restaurant. for children. While it is challenging Hyderabad has really evolved in the to have one restaurant cater to all last five years in terms of cuisine; a Tell us something about your needs, the key in luxury hotels is to lot of restaurants that have opened signature dishes. have a wide variety of offerings and recently provide unique dining expe- We have a repertoire of dishes be extremely flexible. riences. The residents of the city, in that are modern interpretations general, have become more open to of some of our most loved classics. How has the palate of Indian international cuisines. Deconstructed tiramisu with duo diners evolved over the years? of berry textures, Tawa Masala Around 65 per cent of the Indian How do you solve the divide Halibut, mustard greens stuffed population aged between 18-35 between authenticity of food you with cottage cheese, and textures years typically drives the growth offer and the modifications guests of chaat, white chocolate index of the food service market. often request? golgappas, airy dhoklas, and They are tech savvy, have constant We try to draw a fine line between rasam foam are some of our access to news and trends from authenticity and customisation. signature offerings. 24 Design & Architecture A rendition of modernity

Raya Shankhwalker Architects, a multidisciplinary boutique architecture and design studio based in Goa, is the new buzz in town. Portraying architecture as an experiential space than just a pretty structure, Raya Shankhwalker, Principal Architect, Raya Shankhwalker Architects, is breaking stereotypes. We get in a conversation with him to know more about his unconventional ways. HT Bureau Design & Architecture 25

In regard to your architectural conceptualised within the ruins style, would you say you are a of an old corner store located in conformist or a non-conformist? Assagao, Goa. The corner store I am a compulsive non-conformist, in itself became the protagonist in the sense that I never hesitate to take the story of the bar, the design unconventional design approaches being centred on the concept of in an urge to create unique design a 1940’s warehouse owned by a expressions for each project. local dealer who traded in different merchandise. Thus, retaining as Modern or cultural, which has much of the original structure as been a more definite influence in possible became pivotal. Raya Shankhwalker your work? Modernity enriched by cultural The three walls that stand at the references and influences or rather junction of the roads abutting the culture-sensitive modernity is what site have been left largely untouched. inspires my work. Their dilapidated charm became the perfect opportunity to create an Tell us something about each understated entrance into the We seek to view hospitality project you have young, hip, industrial chic bar that worked on. unfolds within. The interior walls each project SinQ Beach Club: Located in have been brought to life with and its context Sinquerim, Goa, The SinQ Beach vintage graffiti by Patanga Art, a Club offers a diverse party Mumbai-based set design company. as a fresh experience with an outdoor Bold elements of graphic design opportunity for poolside lounge, a Goan tavern, were introduced into the flooring by and an industrial-styled nightclub. using an eclectic array of cement design The outdoor lounge comprises tiles in a customised pattern. All the an eclectic open bar, poolside ducting and electrical piping was cabanas, and outdoor dining. The left exposed carrying forward the area is also serviced by a micro- theme of the industrial warehouse. brewery and wood-fire pizzeria. The tavern is designed as an upmarket, modernised take on a traditional Goan tavern. A fun and colourful wall mural by artist Jimmy Devasia depicts iconic elements of Goa and stands in contrast with the traditionally-styled interiors. In contrast, the nightclub is minimal and stark with exposed ducts and wall finishes for a chic industrial look that is cost-effective and easy to maintain.

SinQ Inn: The SinQ Inn is a 32-room party hotel adjacent to the SinQ Beach Club. The exterior of the hotel has bold lines painted in bright orange, creating a vibrant introduction to this unique hospi- tality concept. The interiors have a contemporary and sleek design with a retro touch, designed for a party-loving clientele. The rooms are monochromatic, with a burst of a single pop colour and each of the four floors carry a different colour. Each room is equipped with coloured lights and a sound system that can be synced with the nightclub music.

Soro: ‘Soro’, meaning ‘alcoholic beverage’ in Konkani, is a tavern

April 2017 Hospitality Talk 26 Design & Architecture

the old rice mill become elements of décor in the café-bar.

What are the trends in design you see for the year? Following trends is rather boring. We seek to view each project and its context as a fresh opportunity for design innovation. I also firmly believe that India should stop following trends in design and begin setting them. We have so much inspiration around us and so much opportunity for rich, culture-sensitive designs.

How do you achieve sustainability in your projects? The Rice Mill Café-Bar: Located located at the busy Morjim We have been practicing a certain in the heart of Morjim village in junction made the perfect setting degree of sustainability in all our North Goa, is a restoration project for the contemporary Goan café-bar. projects with the use of recycled and F&B venture- The Rice Mill The concept is inspired by the wood, conservation of existing Café-Bar. The structure of the two most popular centres of culinary building structures, upcycling, and café-bar, with its exposed laterite and social interaction in Goa – the the use of energy-efficient lighting. walls, old art deco grills, wooden café and the bar. The design for We also use every project to add trusses, and Mangalore-tiled roof the café-bar revives and restores to the green cover by planting a lot was originally built in 1955 and all the elements that once lent the of mature, low-maintenance native functioned as a rice mill. rice mill its old world charm and trees and plant species in our strives to be an example of landscape design. Over the years, subsequent to the conservation of our built heritage. shutting down of the mill, as the Are budget disagreements with decades passed by and tenants The structural additions are synony- clients a hindrance for you? shifted hands, the mill underwent mous with the existing distressed We enjoy the challenge of working several modifications. walls, the roof is interjected with within specified budgets. and clearly glass tiles allowing natural light to understand that the success of any Wooden trusses were concealed by flood in, and several items of project depends, to a large extent, a gypsum false ceiling, oxide floor- furniture have either been sourced on how much is spent on it. I firmly ing was covered with vitrified tiles, from local Goan carpenters or believe that the Indian hospitality mud plastered walls were coated constructed from recycled wood. industry is spending way too much with gloss paint, and the nostalgic per key in new projects and that charm of the old rice mill was lost. Indoor plants breathe life into the is precisely the reason that many The abandoned corner structure space while items of utility from projects do not break even at all.

28 Education

Photo Courtesy: Les Roches, Marbella, Spain Reviving quality EDUCATION As per the Ernst & Young report, Global Hospitality Industry Insights, 2016, the hospitality industry is going to be the single largest employer globally, contributing one among 11 jobs generated. What is important to see though, is if the quality of education being delivered is on a par with that of international institutes. We get an insight into the points of view of spokespersons who are heading some of the country’s renowned hospitality schools. Anupriya Bishnoi

ith growth in tourism, the the need for more and more insti- a wave in the country. In keeping need for expansion of the tutes that impart the required with the standards of illustrious Whospitality industry and knowledge and expertise to hotel chains, the education being the services being offered by them aspirants. The resultant upsurge offered by these institutes must also has grown tremendously, spurring in hospitality institutes has created be exemplary.

Hospitality Talk April 2017 Education 29

PROF. IRFAN MIRZA Director V M Salgaocar Institute of International Hospitality Education (VMSIIHE), Goa Prof. Irfan Mirza SKILL SET REQUIRED as industrial exposure, to spread at the entry level. Government and Specialised skills required in the awareness of the happenings of the private entities must emphasise hospitality industry are soft skills, industry and update their knowl- on certificate or craft-level courses an ability to deal with customers, a edge. Though some of the colleges to produce more line-level staff to problem-solving approach to situ- in India are at par with some leading match the demand of the industry. ations, optimal resource manage- hotel schools in the west, the other ment, a pleasing personality, and a aspects closely linked to the Another area of concern is the long positive attitude. industry are missing. working hours and a pay that does not match up. It is also important PROVIDING EXPOSURE A GROWING NEED TO EVOLVE for the industry’s outlook towards The problem with many of our hotel To find skilled staff is always a entry-level staff and trainees to management institutes is that there challenge, especially in the fields evolve. In many European countries, is no proper update and review of of food production, F&B services, there is a minimum salary to be the curriculum to ensure that it and accommodation operations. paid by the hotel not only to the matches the needs of the industry. Though many hospitality schools junior-most staff member but also Given an opportunity, every institute offer a three-year bachelor degree to trainees, thereby attracting the should try to give its key faculty programme, graduates passing out young population to choose a career members an international as well are not willing to start their career in the hospitality industry.

April 2017 Hospitality Talk 30 Education

DR. BHUPESH KUMAR Acting Director Banarsidas Chandiwala Institute of Hotel Management and Catering Technology, New Delhi

TRAINING STILL LIMITED as office administration, IT system The hospitality sector, despite its low management, BPOs, etc. Those status, is one of the fastest growing employed in areas where there sectors in our economy that is considerable skill overlap with continues to face the challenge of hospitality may well see themselves matching its skill requirements to in terms of their generic skills area, the changing labour market in India rather than as part of the hospitality Dr. Bhupesh Kumar and abroad. labour market.

Broad estimates suggest that up to Thus, we can conclude that spe- ten per cent of the global work- cialised skill training is still limited force is employed in tourism and in our industry, in spite of being the hospitality-related work and, as a need of the hour. Also, most of the consequence, this is a sector that skill sets delivered through train- then. A lot has been deliberated on cannot readily be ignored. ing, which is cost-intensive, are still by the industry and hotel manage- generic in nature. ment institutions, especially private There are limited studies or public institutions, about the need for the policies on the range of work in REGULATIONS TO BE ALTERED curriculum to change. However, services and functions of areas Indian hospitality institutes are neither industry partners nor institu- like front office, food and beverage still living in the era of 1970s due tions have been able to take an services, housekeeping, reservation to lobbying and red-tapism in the initiative due to excessive regula- services, etc. Most of the skills that government. Policies and strate- tions by the government, consid- are employed within the hospitality gies have not been designed as per ered redundant and bureaucratic, industry also have relevance and global standards. Even the curricu- serving as a hindrance to action and application in other sectors such lum is still what it used to be back decision-making.

Nowadays, western universities are venturing into the Indian market. However, it has been noticed that the curriculum these institutes aim to follow in India is very different from that of other countries. It is merely a marketing strategy, a fu- sion of the old with the new, with no impetus on actually upgrading the structure of hospitality education in the country.

It will still take at least a decade for Indian hospitality institutes to be at par with international ones, if things continue to be taken as lightly as they are presently being taken. Education 31

Madhav S. Punekar

MADHAV S. PUNEKAR Principal American College of Culinary and Language Arts (ACCLA), Goa

IMPORTANCE OF SPECIALISATION Each employee in the industry has a specific role to play and these roles require each individual to have specialised skills which have to continuously be updated. For example, a chef has to have specialised skills in culinary operations and has to constantly keep himself or herself updated with the changing trends in the culinary industry.

ON THE PATH TO CHANGE A majority of Indian hospitality institutes do not deliver the standard of education that international institutes maintain. However, there are a few institutes like ours that closely follow fast-changing industry trends and guest expectations. Some institutes are making a difference, training students to quickly catch up with changing international trends and quality standards. They make a genuine effort to get candidates job-ready for demanding roles in specialised hospitality sectors like luxury cruise liners.

FOCUS ON THE ESSENTIAL There exists a huge demand, especially of chefs, in the domestic and international markets. Hospitality companies and international cruise liners are looking at hospitality institutes to fulfil this growing demand. The focus of institutes should be on skill development rather than dishing out paper certificates and degrees. They must also educate students to be realistic in their expectations and make them aware that they would eventually have to start at entry level positions.

April 2017 Hospitality Talk 32 Education

SANJEEB PAL Principal Kohinoor International Management Institute (KIMI), Maharashtra

DEMAND ON THE RISE need of skilled manpower in the Today, especially with the Indian hospitality industry. Most of the economy and the hospitality indus- big players need a huge pool of try on a growth path, the demand manpower, especially in operations. for rooms is going to show a steep This will result in a huge demand for Sanjeeb Pal increase. The industry is expected to skilled manpower in the near future. generate 13.45 million jobs across sub-segments, such as restaurants EDUCATION TO BE MORE (10.49 million jobs), hotels (2.3 PRACTICAL million jobs), and travel agents and “Atithi Devo Bhavo” is what Indian tour operators (0.66 million jobs). hospitality institutes are believed to The Ministry of Tourism plans to teach students. In terms of person- help the industry meet the increas- alised service, our institutes rank ing demand of skilled and trained much higher than other institutes students get a chance to experience manpower by providing hospitality from the west, but the system of the education system in the west. education to students as well as delivery of education as compared Being a hospitality group with three- certifying and upgrading skills of to our western partners is entirely star category hotels, our students existing service providers. All these different. Today, we follow a strin- get a unique opportunity to run an factors clearly indicate to the rising gent process of theory papers and operational restaurant for ten days judge students by the marks they as part of their finale year module. score. In contrast, international institutes lay more thrust on the MUSHROOMING INSTITUTES application of modules. I strongly HAMPER QUALITY believe that hospitality education There has been an influx of inter- in India should be based more national hotel chains in the country on practical aspects in terms of and this only goes to show the application, innovative modules kind of market India portrays to the that include practical assignments, world. There is also an increase in group discussions, brainstorming the number of institutes offering sessions, practical experiences, and hotel management studies. That case studies, than just concentrat- said, the question on quality still ing on theory exams as a criteria for remains somewhat unanswered. evaluation. A number of institutes A number of hotel management today are collaborating with the institutes do not necessarily west, bringing in the western culture impart quality education and are in our education system. Since a bigger threat to institutes that KIMI is already a partner-institute of are working hard to produce University College Birmingham, the skilled manpower.

HASSAN DJEEBET Academic Co-ordinator Les Roches International School of Hotel Management, Marbella, Spain

At Les Roches, students receive ity management professionals to faculty must seek to instill and highly specialised trainings to de- join their teams. Having bright and nurture human qualities in people velop a unique set of hard and soft successful students is not the only through an equilibrium of discipline, skills and adopt a high degree of thing an institution strives for. The humility, teamwork, and solidarity. professionalism through mandatory internships that are highly valued by the international hospitality industry. Hassan Djeebet The career readiness of our stu- dents has given rise to an interest from sectors related to experiential industries where their qualities, to- gether with a high level of customer service and managerial preparation, are especially appreciated. Brands such as Valentino, Louis Vuitton, and Bloomberg also seek hospital-

Hospitality Talk April 2017 Amenities – Value addition or necessity?

The recent report formulated by Cornell University highlights the value of amenities offered by hotels, helping them analyse what guests need and reaching a suitable decision.

otel owners and from new and returning operators have long guests net of costs,” said Hoffered complimen- Chekitan S. Dev, Associate tary amenities to enhance their Professor - Marketing and Brand- guests’ stays and differentiate ing, School of Hotel Administra- themselves from competitors. tion, Cornell SC Johnson College While brand managers are eager of Business. “From our ROI to enhance their brands with the analysis we learned that some latest and best amenities, own- amenities are great at attracting ers are reluctant to pay for ame- first-time guests, while others nities that don’t pay off. Debates have a significant impact on gen- often arise between owners who six hotel brands, using thou- erating repeat business. In addi- pay for amenities and brand sands of pre and post-stay guest tion, we found that guests gener- managers who mandate these surveys and archived guest data. ally overestimate their likelihood amenities as brand standards. Their study found notable differ- of actually using various ameni- ences between brands for which ties. This means that a marketing A new report from Cornell amenity had the highest payoff, survey that asks potential guests University’s Center for and differences in the impact of about their intended amenity use Hospitality Research (CHR) helps amenity use on first-time guests may not provide an accurate resolve this debate by suggest- and repeat business. It was estimation of their actual ing a return on investment (ROI) found that internet access had a use,” explained Dev. analysis to determine which significant impact on attracting amenities are the best ones to first-time guests. offer. The research is described in “Hotel Brand Standards: How to “ROI analysis based on customer Pick the Right Amenities for Your lifetime value provides a useful Property” by Chekitan S. Dev, way for owners and operators to Rebecca Hamilton, and assess the incremental value Roland Rust, available from of a particular amenity CHR at no charge. based on revenue

The researchers collaborated with a global multi-brand hotel company to analyse the return on investment on three popular complimentary amenities— bottled water, internet access, and fitness center use—for

April 2017 Hospitality Talk 34 Technology

SOCIAL MEDIA: WORTH THE FRENZY?

Hospitality Talk gets in conversation with spokespersons of select hotels to understand how important social media has become in recent times and how it’s helping business grow. Anupriya Bishnoi

ocial media, besides being a Fuelling a trend great marketing medium, is As more consumers indulge in eat- San extremely helpful platform ing out, social media allows hotels that gives hotels real time opportu- to jump into engaging conversations nity to showcase new and innovative with guests and reach out to them concepts of food and beverage. not as individuals working for the The use of social media platforms brand, but as the brand itself. A like Twitter, Facebook, and highly effective tool, this platform Instagram has evolved from being empowers guests to speak mere peer-to-peer communication directly to the brand, at the same channels to those that allow time providing the brand with businesses to effectively engage multiple opportunities to engage with clients. guests directly. Technology 35

‘Click before you eat’ and ‘Eat then Gaurav Magoo tweet’ phenomena ruling the world Director F&B of social media, the concept of Novotel Imagica Khopoli eating out has only been flourish- ing. Restaurants are increasingly paying attention to the presentation of food so that food shots look more appealing to the social media audi- ence,” adds Magoo.

For Manhar Garegrat, Digital Marketing Manager – Cluster, Hyatt Hotels (Mumbai, Goa, Hyderabad), eating out has always been a social phenomenon. “You typically eat out with your partners, friends, family, and acquaintances to really just socialise over food. With the advent of social media, these experiences The popularity of multiple social with more than 110.9 million men- are getting captured and expressed media networks continues to be tions,” says Gaurav Magoo, Direc- in many different forms, such as in ascendance. Everything a hotel tor F&B, Novotel Imagica Khopoli. check-ins, selfies, food photos, etc. does needs to be updated on the Obviously, the more you see your several social media platforms out The food décor at Novotel Imagica friends raving about the latest Sun- there. “Smartphones have made it Khopoli has always been excep- day brunch in town, the higher your incredibly easy to document each tional. With users clicking and post- chances of considering the same for moment of our lives. Social media ing pictures on their social media your next big occasion,” he explains. defines what you eat, where you eat, handles and accounts, the hotel and what is trending in terms of food has garnered immense word-of- Furthermore, as a powerful concepts and beverage innovations. mouth publicity. “Apart from food marketing tool, with its highly It has taken the idea of dining in res- décor, the morning Irolic Parade (a visual nature, rich consumer data, taurants by storm, to the extent that concept unique to the hotel) and and overall low cost of advertising, ‘#food’ is the 25th most popular the breakfast spreads have not only social media can enable business- Manhar Garegrat hashtag with 205.6 million men- been lauded by our guests but also es to market highly visual Digital Marketing Manager- tions, while ‘#foodporn’ is the 40th been shared extensively across all imagery to target markets and Cluster, Hyatt Hotels most popular hashtag on Instagram popular social media channels. With amass popularity. (Mumbai, Goa, Hyderabad) 36 Technology

Ananya Sinha, Director of Sales and Marketing, JW Marriott Hotel New Delhi Aerocity, feels that social media acts as a visual stimulant, giving the consumer an idea of how a dish would look, before inducing a customer into ordering it. “Social media can significantly fuel a res- taurant’s footfall by the sheer quality of visual it gives to viewers. This is very helpful for our restaurants as Ananya Sinha Director of Sales & Marketing it instils an urge in consumers to JW Marriott Hotel either try a new dish or return to the New Delhi Aerocity restaurant for a dish of their choice and liking. Also, through social media we are able to involve audi- ences in the story of and inspiration behind the food we serve, taking the experience of dining out to a whole new level.”

The outreach of social media cannot wholly be quantified. While posts, shares, likes, comments, and other social media sharing jargon give us a good sense of how powerful a tool it can be, the efficacy of it is intangible.

Dinesh Arora, Owner, Tourist Jan- path and Unplugged Courtyard, New Delhi, says, “Today’s customers are empowered. They expect brands to give them what they want, how they want it. Good social adoption starts with a focus on people, not the technology. Social media is a platform which gives us an opportunity to interact directly vance of social media today cannot serving as an instant review for the with our consumers.” be disregarded. Social media plays restaurant, being broadcasted to Dinesh Arora Owner a vital role in not just promoting a all followers in real time. As social Tourist Janpath and Unplugged With the advent of technology and business but also building a brand media platforms cater to a global Courtyard, New Delhi its resultant services like 4G and af- and its reputation. It is one of the audience, word-of-mouth marketing fordable smartphones, the rele- most effective tools in terms of both can take place at a global scale. reach and cost, available to market- The phenomenon has helped build ers of today. Slowly but surely, it has communities of food enthusiasts positively impacted the dining indus- and created a new breed of diners try and been instrumental in shifting who are snap happy and social the power of restaurant reputation media savvy, and with a few key- management from publicists strokes, dole out recommendations to consumers. of the best picks at a restaurant or highlight a restaurant’s faults, “When dining out, it is now com- thereby making other prospective mon practice to click pictures diners aware of food options when of the food and post them on a eating out,” says Zorawar Kalra, social media platform with a short Founder and Managing Director, description of the dining experi- Massive Restaurants. ence. This short post, either on Facebook, Instagram, Twitter, or any In the Indian context, social media other interactive platform, not only is at a nascent stage. Though still helps diners share their experience a tad way behind traditional media, but also serves as a technique of it is fast gaining ground as the marketing for the brand. A single preferred mode of communication, image is equal to a thousand words, effective for users and businesses. Technology 37

Zorawar Kalra Founder and Managing Director Massive Restaurants

“At Massive Restaurants, we realise Masud Samandari, Promoter, Wanting to be seen at a certain the importance of social media and L’Opéra, says, “There are many establishment is also a driver of hence, have a dedicated in-house dimensions to social media, sales. “In our case, posting pictures team, part of our marketing depart- one of them being its visual or updating statuses about having ment, to drive all social media appeal. Without having to leave consumed L’Opéra’s iconic macar- communications and campaigns for the house, one can see the kind ons (The “Macaron selfie” being a a stronger control on the tonality of food that restaurants serve. Un- prominent example) displays a sense of the communication as well as to filtered images, those that are not of status. The medium has also been deliver measureable revenue and touched up by restaurants, provide helpful for us in terms of reaching out help build a strong brand presence. a true picture to potential custom- to a younger, more dynamic, internet- As a resultant impact, guests use ers. Another dimension is trust, savvy crowd that may not have known various platforms to connect with us especially in times of heightened about L’Opéra or had preconceptions for queries on cuisines and reserva- wariness among consumers owing about the brand in terms of pricing tions, applauding us for providing to several food-related scandals and offerings,” he adds. them with remarkable experiences, throughout the country, in addi- or for putting forth any displeasure tion to concerns about quality and As a casual dining restaurant that is they may have had as part of these safety of food. Consumers would youth-focused, using social media is experiences. In either of these situ- rather go to a restaurant recom- almost intuitive for Nando’s. Sumeet ations, the feedback received helps mended by someone in their circle Yadav, CEO, Nando’s India, says, “The us in taking immediate corrective of friends, both online or otherwise, youth uses the internet and social me- Masud Samandari steps in offering our patrons better than print media and other tradi- dia for information and to spot trends; Promoter dining experiences,” adds Kalra. tional means.” consumption being fuelled by ease of L’Opéra 38 Technology

Sumeet Yadav CEO Nando’s India access to relevant information. Social Magoo says, “To keep our guests media. As pure tactical measures, media has been and continues to be engaged, we run various food and we are constantly running direct, an important platform for us to reach beverage contests with regard to targeted campaigns on social media out to the right audience.” recipes, ingredients, and places platforms with relevant messages of origin to engage our guests. and compelling offers to drive online Social media is a channel where We ensure that we keep our guests reservations at our restaurants,” you can not only pick who you want updated about our offers and share elucidates Garegrat. to talk to but also measure how your our creations in real time to get engagement with them has been. instantaneous feedback.” The social media campaign of JW “I think there is some interesting Marriott New Delhi Aerocity focuses content out there that is fuelling the Hyatt Hotels (Mumbai, Goa, Hyder- on promoting each restaurant indi- idea of eating out and even ordering abad) has ensured that social media vidually. Weekly posts on all famous, in. Restaurants are also using this is a two-way road and not just an- upcoming or must-eat dishes channel to promote events that are other tool to bombard followers with from the menu are showcased. getting more esoteric. Social media promotions. “To encourage two-way Hashtags are used to differentiate interactions, we have deployed the restaurants from others, so that extremely competent listening and if consumers were to search for responding tools across all social related posts, they would easily be media platforms. Our teams are able to find them. “We engage our constantly monitoring all guest chat- audience through regular contests ter across our platforms and closing and food promotions, giving the the communication loop in the least uninitiated a chance to come and possible time,” says Garegrat. experience the hospitality at JW Marriott New Delhi Aerocity,” Hyatt’s F&B and culinary teams adds Sinha. put in a lot of effort in creating exciting dining experiences, like For Arora, social media is an provides several options to alter the Backyard Barbeque, Sunday amazing platform to engage content in a way that it is directed Brunch, etc. “We make it a point to customers directly. “We update our towards targeting a certain kind re-create these experiences through guests about the musical gigs of audience,” adds Yadav. social media to give our guests a happening at the place, besides glimpse of what they can expect conducting contests and fun-filled He also feels that for brands that when they come to our hotel. activities,” he says. are looking to evolve, social media We use videos, animated graph- proves to be a helpful tool in getting ics, photo albums, etc., to reach Social media serves as a vital, out- unbiased views from consumers and out to our guests through social of-the-box communication tool that speaking to them directly to get to the bottom of any issue that may Engaging initiatives by Novotel Imagica Khopoli have arisen. Ɣ Celebrating international food New Year’s Eve, GM’s Cocktail days like National Pizza Day, Party, etc. A bag full of innovations Cheese Macaroni Day, Beer Ɣ Inviting bloggers for events and With guest engagement and Burger Day, etc., with spe- reaching out to their followers. increasingly becoming a key cial offers for in-house guests. Ɣ Special photo shoots for pro- differentiator, restaurants are Ɣ Celebrating themed events moting hotel’s food and bever- routinely innovating on ideas and like Halloween, Father’s Day, age options on social media. forming strategies that not only Christmas, etc. Ɣ Season-themed festivals like keep customers coming back for Ɣ Breakfast events for groups Burger and Beer Festival more, but also help garner wider of owners of Harley during IPL, Cupid Cocktails social media coverage, thereby Davidson bikes. for Valentine’s Day, Winter attracting more and more Ɣ Live coverage of events, like Cocktails, etc. potential clients.

Hospitality Talk April 2017 Technology 39

not just helps brands fortify their presence but also aids them in instantly communicating with their patrons about different events be- ing planned at restaurants across the country, broadcasting novel developments, or showcasing culinary innovations. “We, at Massive Restaurants, consistently endeavour to strike a balance between the traditional and modern, innovating continuously to deliver engaging culinary experiences to our patrons, without losing the essence of the cuisine we serve, making it more relevant for the modern day, well-travelled, tech-savvy diners,” explains Kalra.

For Samandari, product launches are good opportunities to engage with customers who appreciate novelty and innovation. Similarly, inaugurations of new points of sale can also create a buzz for potential buyers within the catchment area of a new outlet. “The immediacy in targeting of social media is one of the main advantages of this medium; reaching the intended audience in a timely fashion is a challenge with other mediums. We generally avoid giving discounts as this can harm the image of the brand,” he helps us understand.

Yadav says, “Nando’s is a brand with a purpose and our most suc- cessful campaigns online have been the ones where we’ve built a better community through our food. For instance, at the recent opening of our flagship outlet in Bengaluru, we fed 1,000 people who could not afford to buy food for themselves. We narrate the Nando’s story online by giving people a peek into our most important assets - our people, our products, and our restaurants.”

April 2017 Hospitality Talk 40 Event AAHAR 2017- FACILITATING The 32nd edition of AAHAR, The International Food and Hospitality Fair, held in New Delhi between March 7 and 11, 2017, FOOD showcased products, food technologies, and services to all buyers. CONNECTIONS HT Bureau rganised by India Trade come to all participants of this edition positions. The fact that we Promotion Organisation of AAHAR. Debuting in the year 1985, got the highest foreign direct O(ITPO), the premier trade AAHAR has grown into a mega inter- investment into our country in the promotion body of the Government national event, with more than 1,500 last one year, proves that India has of India, AAHAR is one of Asia’s best exhibitors covering 17 halls belonging arrived and the world is looking at known brands in food and hospitality to 18 countries. I am confident that our country for investment. One of shows. The event has grown by leaps events like this will create avenues for the most exciting sectors for invest- and bounds in recent years and is to- showcasing connections among the ment in India is food processing,” day a well-known destination for global business community.” she explained. vendors and sourcing professionals. Harsimrat Kaur Badal, Union Indian agriculture is repeatedly Cabinet Minister, Food Process- faced with challenges and ing, Government of India, looked obstacles. Our farmers and extremely pleased with the other industry stakeholders are participation numbers. Speaking continuously striving to overcome at the event, she said, “I would them, but it is a hard task at hand. like to start by congratulating the Challenges, such as those of team of ITPO for putting up this transport and infrastructure, limit edition of AAHAR. There has been a our processing power to only 10 significant increase in the number per cent of the total agricultural of stalls and, more importantly, the produce. “The ministry has decided event has successfully been able to that from November 3-5, 2017, garner more interest from people it will organise World Food India, around the globe. India is an agri- the first-of-its-kind food fair on the cultural hub, the largest producer of lines of Anuga and SIAL, which are food in the world. While the credit renowned international food fairs. goes to hardworking farmers, it is It is time for India to showcase sometimes saddening to see that her potential. Speaking at the occasion, Rajneesh, a country like Poland exports 30 Executive Director, ITPO, said, “I extend percent of its agricultural produce We need a platform where all my compliments to the Minister, Har- to 70 countries with 38 million countries interested in connecting simrat Kaur Badal, for the landmark people, while in contrast, a country with India are facilitated. We aim decision of allowing 100 per cent FDI like ours with a population of 1.3 to provide a one-stop platform for and multi-brand retail of food items billion, has a processing level of states and countries to connect to produced and processed in India, in only 10 per cent.” each other and take their business the previous year. I also take this op- forward. There will be a participa- portunity to welcome the CMD of ITPO Badal also believes that though we tion from all states, each of them and compliment him for his vision have a long way to go, there exists depicting their own potential. I to steer the redevelopment plan, a huge potential that still remains will personally be visiting different to transform Pragati Maidan into a untapped. “We are the fastest countries to encourage them to world-class integrated exhibition cum growing economy in the world. participate here and hope that this convention centre with state-of-the- Today, when we look at the global platform helps India take the next art facilities. I extend my warm wel- competitive index, we are up by 32 big leap,” she added.

Hospitality Talk April 2017 Event 41 42 Event 43

A mission to converge Marriott International Inc. successfully hosted the eighth edition of its annual roadshow, Global Sales Mission 2017, from March 14 to 16, offering an opportunity to industry patrons and potential customers to connect with each other. HT Bureau lobal Sales Mission, BARUN GUPTA years. I have already seen and Marriott’s renowned annual Account Director (Global Sales) hope to continuously see clients, Gevent, has always received Marriott International first-timers, and repeat customers great support from its customers. The hotel numbers have been who seek a new destination for their Conducted across the three key cit- doubled this year. With business companies. ies of Mumbai, Delhi, and Bengalu- continuing to improve across the ru, the roadshow aimed at bringing world, India still stands tall as a key RODERICK MEIJER together primary contacts across market for the hotel group. Head of Proactive Sales all market segments and Marriott Hotel van Oranje, The Netherlands associates, to update them on ROXANA POPESCU With the availability of our beach the company’s developments Director of Sales property we are now interested in JW Marriott Bucharest worldwide, strengthen existing destination weddings, a segment Grand Hotel relationships, bring new customers that is very important to us as into the exclusive loyalty We have seen a lot of interest a hotel. Our main chunk of programmes, and discuss from the Indian market. We hope business, however, continues opportunities for the year ahead. that Bucharest and also to be from corporate travellers become famous destinations. Being and incentive travellers. HEMA HARIRAMANI showcased in some popular Director, National Sales- India Bollywood films has helped us MARK MUSCAT DE CELIS Director of Sales and Marketing Marriott Hotels India garner more popularity and interest. Le Méridien Saigon, Vietnam This year we had huge participation from both sides, Marriott as well as NATALIA KALINKINA Since our hotel is a new property, legacy hotels. Within India Senior Sales Manager, Groups we are looking at the business too, this event is extremely and Events segment to work in line with meaningful and there is a lot of The Ritz-Carlton, Moscow our marketing strategy. For business expected. There has been As expected, the event witnessed our hotel, the corporate segment, a visible change in participation post a huge influx from the Indian MICE segment, and segment of the merger, from the perspective of market, a trend that has been incentive travellers has been the both customers and team members. on the upsurge for the past few prime focus.

April 2017 Hospitality Talk 44 Event Event 45 46 Products

Comfort-Maximus with Aeron chair Herman Miller has unveiled a new Aeron chair that retains the distinctive silhouette of the iconic chair but raises the bar of performance seating with every component of the design being updated. With the inputs of original co-designer Don Chadwick, and a dedicated team of scientists, engineers, materials specialists, and researchers who worked on the project for over two years, Herman Miller has enhanced the chair by combining the latest insights in anthropometrics and ergonomics with two decades of advancement in materials, manufacturing, and technology.

Swooning in Eastern elegance The Great Eastern Home introduces a splendid new range of beds. Apart from comfort and luxury, the new range also adds to the aesthetic appeal of your room. The magnificent new range of beds will provide you with an experience that everyone dreams about. These period-style beds have been reproduced to perfection and are now available at The Great Eastern Home in order to add majesty and opulence to the abode of its connoisseurs and patrons.

Purity of water The new range of RO water purifiers from Faber offers assurance of 100 per cent RO water and 100 per cent UV water. The purifiers being offered under the range make use of Germblock technology that protects the purified stored water from microbial contamination. With Copper Guard acting as an anti-fouling agent and Mineral Addition Technology (MAT) filter adding essential minerals back to the purified RO water, the taste of water is enhanced, making it potable. The purifiers have a nine litre storage capacity.

The sweetness of health GAIA has launched Stevia under its specialised line, GAIA LITE. A wonderful alternative to the normal calorie-rich sugar, GAIA LITE Stevia is a 100 per cent natural, zero-calorie sugar substitute. Also known as ‘Meethi Tulsi’, Stevia is obtained from natural herbs and does not contain any A grey too cool artificial sweetener. It has absolutely no side Junckers has recently launched a stirring range of flooring that effects and a very little or no after-taste, brings together premium wood from around the world. The latest unlike other extracts. GAIA LITE Stevia addition is the Beech Twilight Grey collection that captures the is also fat-free, making it beneficial natural grandeur of oak wood. This range, crafted to perfection, for diabetics. makes interiors look rich and royal. Beech is a hardwood species characterised by being exceptionally hard-wearing and therefore very suitable for flooring.

Hospitality Talk April 2017

48 Movements

RAJIT SUKUMARAN Chief Development Officer, AMEA InterContinental Hotels Group

IHG has announced the appointment of Rajit Sukumaran to the role of &KLHI'HYHORSPHQW2IÀFHULQWKH Asia, Middle East, and Africa (AMEA) region. In his new role, Sukumaran will head the development team and lead the group’s growth strategy. With more than 12 years’ experience in development, acquisitions, and feasibility, he moves to this position from that of Senior Vice President, Acquisitions and Development, $VLD3DFLÀFDW6WDUZRRG+RWHOV

OS and Resorts. MOVEMENTS

DAVID FLUECK KESHWAR BHAGAT Senior Vice President, Loyalty Director of Sales & Marketing - India Marriott International Akaryn Hotel Group

Marriott International has announced Keshwar Bhagat joins Akaryn Hotel the appointment of David Flueck Group (AHG), part of the small luxury as Senior Vice President, Loyalty. hotels of the world, as Director of In addition to overseeing Marriott’s Sales and Marketing – India. With a award-winning loyalty programmes, career spanning over 12 years, she is Marriott Rewards, he will provide a familiar face on the tourism scene, global leadership and strategic having been an intermediary for the direction for the future combined travel trade fraternity and various loyalty programme. Flueck joined regions of during her role as Marriott with the company’s Promotions Manager for Atout France. acquisition of Starwood Hotels and Prior to this, Bhagat worked with Resorts in September 2016 and the French Government in various served as Senior Vice President, capacities with the Consulate General Revenue Management and Starwood of France and Promosalons. Preferred Guest.

S. KARTHIKEYAN Vice President – Sales Sarovar Hotels and Resorts

Sarovar Hotels has announced the appointment of S. Karthikeyan as Vice President – Sales. An IIM Lucknow Alumnus, he brings with him an experience of over nine years in the hospitality sales and marketing sector. At Sarovar, Karthikeyan will be responsible for conceptualising and implementing sales strategies at both corporate and regional levels.

Hospitality Talk April 2017 49

JATIN KHANNA

Multi-Property Vice President and General Manager Bengaluru Marriott Hotel Whitefield

Jatin Khanna has been ap- pointed as Multi-Property Vice President at Bengaluru and General Manager at Bengaluru Marriott Hotel Whitefield. In his capacity, he will be in charge of all Marriott properties in Bengaluru, which consist of 8 operating hotels and several hotels that are under develop- ment. Prior to his present role, Khanna occupied the position of General Manager at JW Marriott Hotel Pune.

NILAY SARAN BHARAT RATANPAL Director of Sales and Marketing Director of Sales and Marketing Le Méridien Kochi JW Marriott Mumbai Juhu

Nilay Saran, with over 18 years of Bharat Ratanpal has been experience in sales and marketing, appointed as the Director of joins Le Méridien Kochi as Director of Sales and Marketing at JW Sales and Marketing. He has worked Marriott Mumbai Juhu. His main across various brands like Crowne responsibilities in this position Plaza Delhi, Ramada Kochi, Four would entail organising and Points by Sheraton Jaipur, Holiday Inn directing all sales and marketing Cochin and Jaipur. His last assignment efforts towards achieving objectives was with The Chancery Hotels, and operational goals for the Bengaluru, as DoSM. Saran brings property. He will also be in charge valuable experience in launching new of motivating employees and brands, repositioning and ramping up ensuring that they perform to the hotels and resorts. best of their abilities, while at the same time upholding the ethics of the Marriott culture.`

MAHESH SHARMA Executive Chef Radisson Blu Hotel New Delhi Dwarka

Mahesh Sharma, who has culinary experience of over 25 years, joins Radisson Blu Hotel New Delhi Dwarka, as an Executive Chef. As part of his bouquet of duties, he will take the lead role for all food and beverage operations at the hotel. Prior to this, Sharma worked with a number of other renowned brands such as Le Méridien Jaipur; Swallow Hotels, UK; and Rajputana Sheraton as Executive Chef and General Manager. 50 Talking People

DILPREET SINGH BINDRA ADITYA SHAMSHER SANDEEP JOHRI SUBHRAJIT BARDHAN General Manager MALLA General Manager General Manager JW Marriott General Manager Novotel Kolkata Hotel Swissotel Kolkata Chandigarh and Residences

Live life to the fullest I unwind with a I am I love listening to by radiating positivity round of golf and unapologetically music and watching and happiness” cycling with my son” a huge fan of TED talks” Bollywood”

One thing certain about life is I unwind with a round of golf and My work is my passion and Things we love make us that it is full of uncertainties. cycling with my son. These are nothing gives me more happy and I believe my So, one should live life the two best stress-busters for pleasure than a satisfying rejuvenation mantra is to to the fullest by radiating me. One of my most memorable day at work. Having said that, spend quality time with my positivity and happiness. I am holiday moments is being ferried what is even more rewarding loved ones. I also factor in passionate about driving and RQDÀVKHUPDQ·VERDWQLQH is going back home to a loving some ‘me time’ in the midst it has taken me to various nautical miles off the coast, to an family. Like a lot of Indians, of my busy schedule which excursions and road trips uninhabited island and treated I am unapologetically a I spend in introspecting and across India. India is incredibly WRIUHVKSUDZQVDQGÀVKZKLOH huge fan of Bollywood and a drawing inspiration to think beautiful, an amazing place to sipping on feni. My favourite complete movie buff with an ahead. Other than that, I explore. Driving cross-border is holiday destination in India has to astounding capacity to tolerate love listening to music and fun. My last cross-border drive be Leh. For international holidays, the inadequacies some of our watching TED talks. Besides from Delhi to Bangkok was an I prefer London. My favourite cinematic creations come with. this, travel is a great escape exhilarating experience. I am cuisine, however, is Rajasthani, ‘Me time’ is when I go for my for me. My recent obsession now looking forward to my next possibly because I have a routine walks every morning or is Patagonia in South epic cross-border drive from sweet tooth. when I am honing my skills on America, which has been Delhi to London, which will calligraphy, a hobby which has my dream destination for a take me through 18 countries stayed with me for the longest vacation for a while now. in 55 days. period of time.

Talking People is our attempt to know more about our industry members beyond their workplace.