MYSTIC EAST ...an unexplored horizon A bi-monthly magazine by HRAEI | Vol 5 | Issue 1 | January - Fabruary 2019
ICONIC RESTAURANTS Some of the heritage restaurants of Kolkata-lead by the legendary destinations in Park Street— are walking along the path of rejuvenation
HINDUSTHAN RESTAURANT Directors : ( Bar Cum Restaurant ) Mr. Vinod Kumar Kohli
20 J. L. Nehru Road. 1st floor Lindsay Street, Kolkata-700087. Nr. Amit Kumar Kohli Mob : 9831425251
Email : [email protected]
Contact: Mr. Sunil Kohli 9831705598
RANGMAHAL RESTAURANT 4 A, Chowringhee Place, Roxy Building, Opp. Kolkata Corporation Kolkata-700013. Email : [email protected] Contact: Mr. Sunil Kohli 9831705598
BADSHA INN WITH BANQUET BADSHA RESTAURANT CUM BAR 1 Royal Park, P.o. Sewli Telinipara, Wireless More, 24 Pgs ( N ), Barrackpore, Barrackpore Kalyani Express Way, Kolkata-700121.
Email : [email protected] Contact: Mr. Shivaji Das 9831076109
20 J. L. Nehru Road. 1 St floor Lindsay Street, Kolkata-700087 Email : [email protected] Web : www.kohlicateringservices.in Contact: Mr. Raj Kumar Lohia 033-2249-3236 COVERPRESIDENT’S STORY NOTE
Steaming hot food served on fine cutlery by a smiling staff, amid a fascinating décor of a restaurant, can never match any stuff delivered by a food tech company
Food delivery apps are seen as a boon for ganised their own delivery team to fight the Fsmall restaurants as they handle a large part competition. of the takeaway orders of these small oper- However, the renowned standalone ators. Since the small operators benefit im- restaurants have hardly been affected by the mensely from these delivery apps they often competition because they keep attracting have to play to the tunes of these companies. customers as they provide the superior am- They increase food prices as demanded by bience and impeccable service. Most of these the app companies to accommodate the restaurants have spruced up their interiors high commissions charged by the food tech and have trained their staff to offer the cus- companies. This certainly affects the business tomers fine dining experience that can never practice in the restaurant business as it has be matched by food tech companies. been found that the commissions charged After all steaming hot food delivered by the app companies can go up to as much on fine cutlery by a smiling staff in the as 22 per cent of the order value. backdrop of a fascinating décor can never Even though small restaurants in our asso- match stuff packed in a hot box. We have ciation have somewhat been affected by been encouraging standalone restaurants the growing anomaly, there hasn’t been to improve the service to compete with any large-scale protest as yet. Some of the food tech companies. Also we advise them restaurants have tried to negotiate the terms not to agree to any terms and conditions of with the tech companies so that they bring the food delivery apps that damage the fair down the commissions, while others have or- business practices.
Pranav Singh President, HRAEI
7 | MYSTIC EAST SECRETARY’S MESSAGE
Old is gold, goes the age-old adage. The cover story of this issue talks about iconic eateries MYSTIC EAST of Kolkata. Park Street, once the epitome of A BI-MONTHLY MAGAZINE BY HRAEI fine dining in South Asia, has lost some lustre, Vol 5 | Issue 1 | January - February 2019 but many of the fine dining restaurants are still going strong. It’s true that Mocambo was EDITORIAL BOARD independent India’s first nightclub, where SUDESH PODDAR a 17-year-old chanteuse named Pam Crain CHAIRMAIN, ADMINISTRATIVE COMMITTEE, HRAEI belted out numbers with a six-piece band led PRANAV SINGH PRESIDENT, HRAEI by Anton Menezes. Down the corner at Mou- MOHAMMED AZHAR lin Rouge, Carlton Kitto, one of the most pop- HONORARY SECRETARY, HRAEI ular jazz guitarists of the city, would enthral GOPAL DAS AGARWAL diners for hours. Louis Banks, Usha Uthup VICE PRESIDENT and Braz Gonsalves were regular performers S. H. RAHMAN at Trinca's, Blue Fox and other restaurants on MANAGING COMMITTEE MEMBER Park Street. BIRGIT ELLY HOLM GENERAL MANAGER We’ve chosen only Let’s not shed tears on the loss of Sky Room HYATT RECENCY KOLKATA those restaurants or Waldorf, but celebrate the continuity of EDITOR Peter Cat, Mocambo or Flurys. These classic ATIKRAM GUPTA that have been places are not only alive but have reinvented EDITORIAL CONSULTANT serving people for themselves. SUSMIT BARMAN Outside Park Street Songhai and Aminia CHIEF DESIGNER 50 years or more SOMU DUTTA have been featured. We’ve chosen only those restaurants which have celebrated 50 years or ‘Mystic East’ magazine is printed more. Flurys and our restaurant Aminia have and published by Atikram Gupta on behalf of Hotel and Restaurant Association of Eastern India. reinvented themselves through spreading out into multiple branches across the city, its Printed at CDC Printers Private Limited, No.45, Radha Nath Chowdhury Road, Tangra Industrial Estate-II, Kolkata, West outskirts and even outside the state. We are Bengal 700 015 proud to have all of them in our member's list! Hotel and Restaurant Association of Eastern India, 18A/1, Everest , 18th Floor, 46C, Chowringhee Road, Kolkata- 700 071; Telephone- +91 33 2288-1742/43, 40035993. Mr Mohammed Azhar E-mail: [email protected] Honorary Secretary, HRAEI 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.
8 | MYSTIC EAST COVER STORY January - February 2019
That the importance of Soft Skills and Emotional Intelligence is im- mense in the hospitality industry has rightly been pointed out by Dr Stuart Jauncey, Managing Director of Les Roches Global Hospitality Education, Switzerland in this issue of Mystic East. He says that as automation increasingly replaces routine work, creativity and social intelligence will be essential skills for most new jobs created between now and 2030. However, only 36% of global Millennials and 29% of Gen Z feel they have the skills — including confidence and interpersonal skills — needed to thrive in this chang- ing workplace. Prof. Jauncey stresses the importance of emotional intelligence and soft skills in hospitality, a people-centric industry that is based on the delivery of experiences. Managers and their staff rely on sen- sitivity, flexibility and excellent communication skills to build and nurture guest relations. And with more than one billion interna- tional travellers crossing borders each year, awareness of different cultural viewpoints and expectations is indispensable for businesses to provide the personalised level of service that makes guests feel welcome. Unfortunately a majority of Indian hospitality education institu- tions do not realise the growing importance of Soft Skills and Emo- tional Intelligence at workplace. This is why graduates with interna- tional experience of studying hospitality abroad have an upper edge over those who study in India. Exposure to multicultural team man- agement and adaptability, foreign language skills, diverse student body representing multiple nationalities and internships in a broad range of industries help students develop a global perspective and gain valuable skills. This is why Indian institutes should immediately take steps to cre- ate international synergy, a globally focused curriculum and innova- tive teaching methods. This will help our graduates learn appropri- ate skills to cater to international guests and also get jobs abroad.
Mr Sudesh Poddar Chairman, Administrative Committee, HRAEI
9 | MYSTIC EAST Inside
Cover Story January - February 2019 Some of the heritage ICONIC restaurants of Kolkata RESTAURANTS are walking along the 28 path of rejuvenation
10 | MYSTIC EAST COVER STORY January - February 2019
NEWS 8 HRAEI collaborates with FSSAI to groom Master Food Safety Trainers
Restaurants lose appetite with 10 tax sop on menu
The hospitality sector should be given 12 individual industry status: K.J. Alphons CHOICE OF GENX Engaging millennials throughout their 16 stay is difficult but not an impossible task
11 | MYSTIC EAST MYSTIC EAST | 11 COVER STORY 21 HEADWINDS OF GROWTH: Hotelivate 2018 report affirms positive vibes in the hospitality market
The biggest takeaway of the survey is the rise of average occupancy rates to the 70 per cent mark 22 INTERVIEW Nothing else comes close to Hilsa: Chef Vijay Malhotra
Without doubt the Hilsa cooked in its traditional avatar with mustard is my favourite dish
12 | MYSTIC EAST COVER STORY
30 BRIDGING THE HOSPITALITY SKILLS GAP IN INDIA Interview with Dr Stuart Jauncey, Managing Director of Les Roches Global Hospitality Education
34 BOSS IS THE BEST It’s the first-line supervisors who matter most as they drive employee engagement
40 44 TOUGH SHADOW ON CUSTOMERS HEAVEN Worried about handling irate In spite of having great tourism customers in your hotel? potential, Arunachal Pradesh has We’ve got you covered only 3.71% share in tourist inflow
13 | MYSTIC EAST HRAEI CORNER
HRAEI COLLABORATES WITH FSSAI TO GROOM MASTER FOOD SAFETY TRAINERS
he Hotel and Restaurant Asso- March 22. The objective behind the and hygiene. T ciation of Eastern India (HRAEI) HRAEI-FSSAI Certification Programme Representatives from 40 hotels at- has collaborated with the Food Safe- (FoSTAC) for Master Trainer is to famil- tended the training session. Mr. Pra- ty and Standards Authority of India iarize the hoteliers and restaurateurs nav Singh, President, HRAEI, took a (FSSAI) to educate and equip hotels with the finer nuances of food safety key role in organizing the event. Said and restaurants in the eastern region and hygiene and to effectively pass Mr Singh, "This initiative is a part of of India with food safety and security on the communication to the grass- a programme to upgrade the level of guidelines. roots levels in the establishment in food safety and hygiene in hotels and As part of the initiative, the associ- order to uniformly implement the restaurants." ation organized a certification pro- processes. "These Master Trainers [trained gramme for Master Trainers with the The Food Safety Standards Authori- through FosTAC] in turn will then be in support of Subject Matter Experts ty of India (FSSAI) has made it manda- a position to train the appointed Food (SMEs) from FSSAI to counsel and tory for hotels and restaurants to have Safety Supervisors in their respective guide representatives from hotels and at least one person trained in food establishments," said Mr. Singh. restaurants through a series of con- safety in order to check adulteration in Representatives of several mem- claves held at various locations across food. The Food Safety and Standards ber hotels and restaurants along with the western region. Act means to serve the interest of the some government officials learnt re- The session was held at Fern Res- consumers with reference to food ceived hands-on training from the FS- idency, Rajarhat, Kolkata, on June safety, and standards of cleanliness SAI staff and trainer.
14 | MYSTIC EAST COVERNEWS STORY January - February 2019
DIGITAL SIGNAGES FOR NEW-AGE HOTELS
OP hotels chains and high end branding. They may be used an emer- conference venues, service desks, spa T restaurants across the globe are gency alert system and also carry so- area and swimming pool. introducing specialised digital dis- cial messages. All being controlled Livesignages, run by a team of qual- play solutions with onscreen multi from one central location with same ified display technology professionals format visibility as a primary method or targeted message for a particular with deep national and international for customer engagement within the display. Report generation about the foot print in providing solution to the property. Some are also converting it status of the on or off display. It should smart displays industry, can provide to generate revenue and spread social also work as an aggregated platform the digital display solutions. They message. The new age digital signage for media feeds. have over the years built extremely re- solutions are aggressively used with a Digital signage displays informa- liable supply chain for digital display view to engage customers and make tion in a classy way for your guests signage products. This is a product them feel at home informing them who will find it useful for: daily events made in India which can be easily con- about the hotel brand, facilities and at hotels, menus of restaurants, ban- nected to the hotel’s television switch- relevant information. Bars are places quets reservations, conference and board and to power the in room guest where liquor companies can adver- events with content play from event communications. tise their products. Restaurants can sponsors, offerings, promotions and Livesignages solutions (www.lives- use the displays to broadcast adver- amenities of the hotel, social messag- ignages.biz)are 4G enabled powered tisement for liquor and their in house es (like don’t drink and drive ) in bars by MS or Android meant to work long menus and promos at the same time. etc. hours allowing multiple formats to This will help them monetise the digi- Digital Display Solutions work best run on a single screen at the same tal displays effectively. in waiting areas and locations with time. You can run Video, still, slide The powerful thing about these high foot-traffic such as spaces near: show, RSS feeds, contents from your digital signages is the fact that it is reception, waiting areas, entrance of social media posts and aggregate customizable to meet every hotel restaurants, elevators, taxi or valet them to give the customer an engag- or resort’s unique needs, wants and waiting areas, gift shops, entrance to ing experience.
15 | MYSTIC EAST NEWS
RESTAURANTS LOSE APPETITE WITH TAX SOP NOT ON MENU
BOUT a dozen prominent restau- doesn’t happen this year,” said Priyank gins, they said. A rant brands have either halted Sukhija, chief executive of First Fiddle “We have decided not to invest in expansion in the country or revised Restaurants, which operates Lord of new brick and mortar stores this year, targets downwards over a year after the Drinks, Warehouse Cafe and Town- unless things for the sector improve. the government scrapped input tax house. Instead, we are planning to set up an credit (ITC) under the revised goods In November 2017, the government online-only restaurant brand,” said An- & services tax regime. A few others cut GST rates on restaurants to 5% urag Katriar, CEO of deGustibus Hos- said they would set up only online from 18%. But it also scrapped ITC, pitality, which runs the brands Indigo, outlets or within hotel premises which the industry said escalated cap- Tote on the Turf and Neem. “The deni- where they can continue to avail of ital expenses and rentals by 15-18% al of input tax credit has led to capital the tax credit. as they could no longer claim credits expenditure going up and margins “We are dealing with a 25-30% loss on the GST they paid on raw materials coming under pressure. Besides, a lot in EBITDA after the restaurant sec- and rent, and use those to offset tax of business is moving online,” Katriar tor was denied input tax credit. We liability. Hiking prices by 3-5% and said. will stop expanding in India and set passing on some cost to customers up outlets only overseas if a rollback have not been enough to protect mar- Source: The Economic Times
16 | MYSTIC EAST COVER STORY January - February 2019
HOSPITALITY INDUSTRY IN INDIA: A BIG CONTRIBUTOR TO ECONOMY'S GROWTH
HE hospitality sector has the potential to be the main multiple layers of tax such as VAT, service tax, luxury tax, etc. T driving force behind the growth of the economy. With ranging from 20 per cent - 30 per cent. This multiple taxa- a consistently growing middle class and increasing dispos- tions adds to operational costs and reduces profitability. able income, the tourism and hospitality sector is witness- While the operationalization of the much awaited GST re- ing a healthy growth and accounts for 7.5 per cent of the gime is expected to rationalise the taxation structure, bring country's GDP. According to a report by KPMG, the hospital- a positive outcome with streamlined taxes, enhance ease of ity sector in India is expected to grow at 16.1 per cent CAGR doing business and lower cost for the consumers, there is an to reach Rs 2,796.9 thousand crore in 2022.The hospitality urgent need for lowering the tax levied, to incentivize and sector encompasses a wide variety of activities within the attract more investments to the sector. services sector and is a major job provider both direct and The hospitality sector has the potential to be the main indirectly. The sector attracts the most FDI (Foreign Direct driving force behind the growth of the economy. It, however, Investment) inflow and is the most important net foreign will be possible only with the right amount of support and exchange earners for the country. It also contributes signifi- incentives from the government in all categories of hotels cantly to indirect tax revenue at the state and central level and not only limited to the luxury and ultra-luxury segment. which includes revenues from VAT, Service Tax, and Luxury I believe that the government must provide its full support Tax etc. in incentivizing the sector and the overall taxation on the The growth in the hospitality sector and its contributions hospitality sector should be reduced to stimulate its growth to the GDP will continue to be substantially higher than and make India competitive against other internationally re- other sectors of the economy on the back of huge tourism nowned hospitality chains. potential in the country. However, the hospitality sector is one of the most heavily taxed industries and is saddled with Source: Businessworld
17 | MYSTIC EAST NEWS
THE HOSPITALITY SECTOR SHOULD BE GIVEN INDIVIDUAL INDUSTRY STATUS: K J ALPHONS
OURISM is increasingly becom- K J Alphons, Minister of State (Inde- world. The fallout of all these are, peo- T ing a growth engine of the Indian pendent Charge) for Tourism, talked ple will stay longer, our rooms will be economy, contributing around $250 about his idea of India which goes occupied, they will go out for shop- billion or 10 per cent of the coun- beyond physical statistics like 36 UN- ping, hire taxis which ultimately will try's gross domestic product (GDP). ESCO World Heritage Sites or 3600 create jobs,” he started with. The catalyst behind the change is ASI protected monuments. “For me, Alphons wants travellers to soak the Ministry of Tourism, which has tourism to be meaningful has to be a in the spirit of India. Adding more to transformed the idea of travel and transformative experience. Anybody it, he said, “People who will come for exploration from plain sightseeing who comes to India and leaves should Yoga or Ayurveda, will stay for 10 or into an experiential one. In an ex- have a spiritual experience, which will more days or if someone comes here clusive interview with BW Hotelier, bring out a new outlook towards the to see the wildlife, they would stay
18 | MYSTIC EAST COVER STORY January - February 2019
at least for a week. Any tourism that Under the UDAN scheme (Ude Desh fect in this sector,” he added. When doesn't bring benefits to the local ka Aam Naagrik), the Government of asked about the need of single-win- community is useless. Tourism has India, with the objective of "letting dow time-bound clearance for the to generate employment, it has to the common citizen of the country commencement of a hotel, Alphons generate money for the people.” The fly", has made air travel affordable replied that all these approvals are tourism industry is one of the biggest and widespread. Alphons informed not a federal subject and thus not generators of employment in the us that under the scheme, 71 lakh controlled by the government. How- country. The industry employs 81.2 fresh seat capacity has been creat- ever, he suggests that land parcels million people which is about 12.38 ed. “People are now able to fly for must be given to the budget hotels percent of the total jobs in the coun- nothing. The whole ideology of the on a long term lease. “Through this try. In the last four years, 13.92 million Modi government is to promote peo- person will be able to build afford- jobs have been created by the tourism ple across the country to travel,” he able hotels which are very import- sector, among which, 10 million jobs added. ant,” he added. benefited the lowest rung of the soci- Stressing upon the hospitality Giving credit where due, the Minis- ety. sector, Alphons feels that the sector ter called people like tour operators, As per the latest World Tourism and should be given individual industry travel agents, hotel owners, taxi driv- Travel Council report, India was ranked status, considering the amount of ers and guides the building blocks of third, behind China and the US, in rev- contribution it makes for the Indian the tourism industry and coined the enue generated by the sector. With economy. According to him, a much term “ambassadors” for them. “All the proceeds from tourism exceeding 234 bigger amount of investment should work is actually done by the hospitali- billion dollars a year, the sector makes be made for the hospitality sector so ty sector. These people do the real job a substantial contribution to the econ- that more infrastructure can be de- for me,” Alphons signed off. omy. “What is wonderful about this veloped. “This is essential because whole revenue part and the statistics we have an amazing multiplier ef- Source: Businessworld is, out of 234 billion dollar income, 87 percent comes from domestic tour- ism,” Alphons told us. According to the report, Indians embarked on 1.8 bil- lion domestic trips last year. Over the past four years, the ministry has been trying to build remarkable infrastruc- ture for the tourism sector. The rate of construction of national highways has jacked up to 29 km per day from 12 km per day earlier. Not to forget about the airports, some of them like Indira Gandhi In- ternational Airport, Chhatrapati Shi- vaji International Airport and Kem- pegowda International Airport are among the best in the world. “The country is beautifully networked and there is still a lot more to happen. Like on the Buddhist Circuit, the roads are still not very good and work is to be done. But, across the country we are trying to connect these tourist desti- nations and create world-class infra- structure,” the Minister commented.
19 | MYSTIC EAST NEWS
INDIAN HOSPITALITY SECTOR MAY SEE MANY MORE DEALS IN 2019: STUDY
OTELIERS and analysts expect transaction markets.” tate,” said Jaideep Dang, MD of Jones H 2019 to be a bumper year for Last week, Leelaventure said Cana- Lang LaSalle’s hotels and hospitality deals in India’s hospitality sector fol- dian alternative asset management business. lowing Brookfield’s purchase of Hotel company Brookfield had agreed to The Blackstone Group received ap- Leelaventure’s assets, the sale of Keys buy its hotels in New Delhi, Bengalu- proval from lenders to acquire bank- Hotels to Lemon Tree and Blackstone’s ru, Udaipur and Chennai for Rs 3,950 rupt Hyderabad-based Golden Jubilee potential acquisition of Golden Jubi- crore. Lemon Tree Hotels signed a Hotels, which shot into the limelight lee hotels, apart from a robust perfor- non-binding term sheet with Berg- after hosting Ivanka Trump in 2017, ET mance in the fourth quarter of 2018. gruen Hotels this month to acquire reported in December. This is the first Hotel transaction volumes could its loss-making Keys Hotels for an es- case of international institutional cap- cross $800 million in 2019, the high- timated $70 million. ital coming in for financial resolution est for the Indian hospitality industry, It has about 20 owned, managed of a company under the Insolvency HVS Anarock estimates. and franchised hotels in Mumbai, and Bankruptcy Code. “The sale of the Leela Hotels portfo- Chennai, Pune, Gurgaon, Shirdi, Tir- “We are receiving a lot of traction on lio is a welcome development as it re- upati and Mahabaleshwar. “There is a the deals we are running from institu- leases a leading Indian luxury portfo- positive sentiment in the market now tional investors as well as family offic- lio from the crippling crisis it had been that if you have assets that are cred- es. We have the mandates to sell some facing over the last several years,” said ible, you will get a buyer, which was very credible assets in tier-one leisure Mandeep Lamba, president, South never the case at that level. It appears markets across mid-scale, upscale and Asia, at HVS Anarock. “This also indi- that institutional investors like Brook- luxury. There are motivated buyers cates a renewed interest in the Indian field, Blackstone and KKR are serious and sellers,” Dang said. hospitality sector from leading glob- about doing business in the hotels al investors and augurs well for the space. They were focusing on real es- Source: The Economic Times
20 | MYSTIC EAST COVER STORY
21 | MYSTIC EAST Several hotels have just recently announced partnerships with Amazon's Alexa
DESIGN CHOICE OF GENX Engaging millennials throughout their stay is difficult but not an impossible task
ILLENNIALS are believed to nial shift is occurring. Amenities like ing services that be offered for free to be somewhat of an unpre- TVs and Wi-Fi have not always been hotel guests like the Showtime Hotel Mdictable generation who as ubiquitous as they are now. In fact, App. Several hotels also just recently have their own choice, passion and providing a flat-screen TV in a hotel announced partnerships with Goo- quirks. They are known as great dis- room is now becoming an industry gle's New Google Assistant Interpret- ruptors in many areas of business. But baseline for even the cheapest accom- er Mode, in which users are able to with keen observance and a careful modations. A strong Wi-Fi connection receive translations for dozens of lan- study it's not difficult to understand is now more coveted than parking or guages and conduct conversations in this generation. From the integra- even complimentary breakfast at ho- real- time. tion of technology, to the creation of tels. Readily available Wi-Fi access has Because technology moves at such open-concept floorplans, what mil- proven to be a necessity for both busi- a fast pace, hotels have no choice but lennials crave is transforming how ness and leisure travelers. to update. The consumer demand for hotels approach design concepts in As the millennial generation contin- more technology in travel accommo- order to better attract and serve their ues to age and have children of their dations is driving a plethora of innova- guests. own, even more will be expected of tion within hotel design and function. hotel design, such as the addition of In addition to utilizing technology for Technology and Hospitality In- Amazon's Alexa and smart control hotel guests, smart hotels brands are dustry Design panels for lighting, room tempera- also seeking ways in which technolo- Technology-based design elements ture. Hotels have even begun media gy can help improve work for its em- are the primary way that the millen- partnerships with a variety of stream- ployees.
22 | MYSTIC EAST COVER STORY January - February 2019
While housekeeping isn't the first thing you think of as it relates to a hotel's design and when it comes to making a hotel millennial friendly and high tech, there are some surprising new technologies that help the staff with cleaning tasks, therefore making the housekeeping easier, and ulti- mately, providing better guest satis- faction. Some hotel properties have begun utilizing sensors on room ser- vice trays which sends out alerts to pick it up after the sensor has passed through the guest's doorway into the hall. Another aspect of advanced house- keeping is the use of an iPad Touch to notify maids when a guest has checked out or left the room for a pe- riod of time. This enables the staff to come in and clean without disturbing guests during their stay. It also cre- ates a more time efficient schedule for hotel personnel. Millennials may have the chance to engage with this Tapping into an architect's skillset in order to design for new consumer tastes, as technology as some hotels are mov- well as for the future, has given new life to the hotel industry ing towards app-based innovations for guests to request housekeeping to better align with their schedules or Tapping into an architect's skillset experience-based travel, the locations even receive notifications from house- in order to design for new consumer they stay in must reflect these qualities keeping when the room is being ser- tastes, as well as for the future, has as well. In order for the hotels to com- viced. given new life to the hotel industry. pete, certain design elements must be This desire and willingness to com- changed or updated to attract millen- The Influence of Airbnb pete with short-term rental services nial clientele. One particular change The changing landscape of hospitality has renewed the competitive na- architects have been implementing cannot be discussed without the men- ture of business among hotel brands for hoteliers is the trend of designing tion of Airbnb. This service has swept across the nation. Unique amenities smaller rooms. This creates more ca- the globe, and while it makes travel are what truly differentiate hotels and pacity to house guests and increases accommodations more affordable, it Airbnb. Hotels can take advantage budget to focus on plush amenities, also threatens the classic model for of these points of differentiation be- such as a premium mattress and luxu- hotels and their design. However, 53% cause the architect can plan for more rious bath fixtures. This resonates with of millennials are still choosing hotels experiences and additional services, this demographic given that the Mil- as their first choice of accommoda- unlike an Airbnb, such as access to lennial guests prefers more key ame- tions, with only 23% saying a short- a pool or outdoor lounge, a gym, in- nities to the size of the room. term rental service was their go-to. room dining and, housekeeping. Additionally, Millennials crave Instead of wiping out the traditional connection and as such, the lobby hotel industry, Airbnb has simply in- The Power of Authenticity & Ex- needs to feel comfortable and social, spired hoteliers to utilize architects as perience-Based Travel as it has become a central "hub" for a resource for innovative ideas. Since millennials crave authentic and guests to hang out, enjoy curated F&B
23 | MYSTIC EAST MYSTIC EAST | 23 DESIGN
attracting the Millennial guest to the property. Components like skylights and floor-to-ceiling windows in hotel can make a huge difference in the look and feel of the hotel, in addition to aiding in natural light benefits. As an alternative, more hotels have begun designing with LED lighting since this is a big energy saver, and is rela- tively easy to incorporate into a space without a full re-design or renovation. LED lights have been shown to be a good investment as while they are often more expensive up front, they last longer than traditional incandes- cent bulbs and consume less energy. From a design perspective, LEDs are also great for use in hard-to-reach or Millennial travelers are searching for a home-like feel when they walk in the door unconventional places since the bulbs so rarely have to be changed. All in all, designing for millennials menus and enjoy local entertainment the door. One way to achieve this in is essentially designing for the future. or even beer flight tastings from a lo- the hotel's design is by giving guests According to a study by the Cornell cal brewery, for example. Beyond the the choice to dine in, or out. More Center for Hospitality Research, Mil- social aspect of the lobby, another recently, hotels have begun adding lennials already make up more than reason Millennials are attracted to this kitchenettes to their properties as a one-third of the world's hotel guests space is their penchant for social me- key amenity, providing the option for and are expected to represent half of dia. Having an aesthetically appealing guests to cook for themselves if de- all travelers to the United States by lobby provides great "share-worthy" sired. the year 2025. Seeing as Millenials material. Additional ways designers have are largely driving the travel econo- 70% of American travelers are helped create this "at home" feel is my and have many choices including on social media at least once a day, through the use of select materials Airbnb and other services that con- spending an average of 82 minutes and lighting. For example, natural tinue to remain popular, hotels need perusing and posting. When exam- and locally-sourced materials such to continue to innovate through ining this data more closely related as wood and warm tones can make a design. to Millennial travelers, research has space feel cozier without being bor- By embracing and incorporating the shown that this demographic spends ing. And environmentally conscious latest in technology, adding and maxi- significantly more time on social me- materials, especially native to the mizing key amenities, keeping a focus dia during travel, at 113 minutes and area, make a difference for the guests on authentic and experience-based accessing their social accounts at least and the eco-system. Natural light has travel, and making guests feel at once a day. countless health benefits for guests home, hotels will keep their guests including stress management, and coming back time and time again. Ul- Feels like Home even promoting natural production timately, it comes down to what hos- Rather than creating a formal, busi- of melatonin, to aid guests in a more pitality is known for in the first place: ness-like atmosphere that many ho- restful sleep. understanding, implementing and tels have strived to uphold in the past, Seeing as Millennials tend to be delivering five-star service based on Millennial travelers are searching for very eco-friendly, these types of what hotel guests want and need in a home-like feel when they walk in touches can make all the difference in every aspect of their stay.
24 | MYSTIC EAST COVERSURVEY STORY January - February 2019 HEADWINDS OF GROWTH
Hotelivate 2018 report affirms positive vibes in the hospitality market. Occupancies are up, but rates not so much
25 | MYSTIC EAST MYSTIC EAST | 25 SURVEY
HE 2018 Indian Hospitality rates and RevPar, among others. business environment, they have Trends and Opportunities The sample-set is considerably larg- refrained from getting into the spe- T report by Hotelivate, too, er and involves 1020 hotels, which in cifics of why or why not the industry like the past retains its authoritative their own reckoning is a 10-fold in- has chosen to capitalize on the tail- stamp and a close watch over the crease over the first such industry re- winds. hospitality scene across the coun- port put together a couple of decades Goa has emerged as the number try. It is yet another exhaustive doc- ago. They mention that a wider base one state in terms of average room ument by the same team that has of 1,28,163 rooms has a more equita- rates, much to the delight of local in- curated several such insightful re- ble representation, with hotels from dustry stakeholders. In terms of mar- ports for close to a decade, lead by all segments in the fray to crunch a ket specifics, the capital city of Delhi Manav Thadani. It continues a lead- more realistic data. continues to have the largest base ership positioning for reporting on The finding has more good news of branded inventory and sustained hospitality and looks at emerging than the bad for the industry, the demand is forecasted to outpace trends in the hotel business bring- biggest takeaway being the rise of supply in the near future, the report ing to fore the unfolding in supply average occupancy rates, now tanta- says. Gurugram, on the other hand, and demand by scanning 13 ma- lizingly close to the 70 per cent mark. has witnessed a fall in the room rate jor cities in the country, identify- That is when the finding has exclud- but on the positive side, the robust ing the best and worst performing ed the new supply. While authors supply is being absorbed, while oc- markets on varied counts such as have egged the industry to make the cupancy rates too also registered a occupancy rates, average rooms most of the positive change in the modest 2.7 per cent uptick. The re-
The biggest takeaway of the survey is the rise of average occupancy rates, now tantalizingly close to the 70 per cent mark
26 | MYSTIC EAST COVER STORY January - February 2019
In the east, Kolkata, surprisingly, has clocked the highest increase in supply
port, however, has cautioned hote- growth, rising air traffic and the ad- report has stressed that the changing liers and management companies vent of submarkets – which has aided demographics of the country and ris- to assess their ARR strategies. Noida the absorption of a significantly faster ing income levels are making senior continues to disappoint as the NCR supply. The report has forecasts that living homes a major trend to watch city has seen a dip of 3.2 per cent in Kolkata would continue to witness a out for. It also forecasts that the up- occupancy rates and 6.5 per cent in healthy growth in occupancies in the swing in the mid-market and the bud- average room rates in the last fiscal. near term. get segment is boosting the leasing Much of the sluggishness has been In the west, Mumbai and Goa con- model as a preferred mode for hotel attributed to “the lack of meaningful tinue to dominate, with Mumbai development. It further pinpoints the growth in commercial demand and clocking the highest occupancy rate growing necessity of employing total quality office supply.” in the country, upwards of 75 per cent. revenue management in the hotel In the east, Kolkata, surprisingly, has The city also has the second highest business, apart from suggesting that clocked the highest increase in sup- average room rate. Goa ranks first in guests are increasingly looking for ply in the major markets across the the average room rate, charging an unique experiences and hotels need country, compared to the previous fis- average of INR 7844 per room. Its oc- to understand the change by infusing cal. Over 20 per cent increase in sup- cupancy levels are also in the 70s for the vibrancy of the local community ply has been attributed to sporting the fiscal year 2017-18. to provide a truly authentic experi- events, economic and infrastructural Looking at the bigger picture, the ence to the discerning guest.
27 | MYSTIC EAST INTERVIEW ‘Nothing else comes close to Hilsa’
OR Chef Vijay Malhotra, the passion for cooking started F from a very young age where experiments in the kitchen were shared with his family. This passion was nurtured into a profession on his induction into the ITC Hotels. A strong advocate of globalising In- dian and local cuisines to foreign pal- ate, he enjoys innovating and working with new indigenous ingredients cre- ating interesting textures and flavours especially with seasonal fruits and vegetables using western methods of cooking. An alumnus of the Institute of Hotel Management, Mumbai and ITC Hotels Management Institute, Chef Malhotra has been associated with the ITC Ho- tels for more than three decades both in India and abroad.
Tell us about your personal journey. (When did the passion for cooking start? Where did you graduate from? What was your first job? How many years are you with ITC Hotels? What were your earlier postings? I was interested in cooking from an early age. I was also a fussy eater and would often trouble my mother. I would get
28 | MYSTIC EAST COVER STORY January - February 2019
CHEF’S CHOICE Favourite tool in kitchen: Mortar Pestle Favourite Spice: Black peppercorn Favourite traditional dish: Sarson bata maach Favourite vegetable: Begun or the omni present Egg Plant Favourite drink: Jaljeera made with Gondaraj lemon
FUSION FARE CAESAR SALAD USING BANDEL CHEESE AND PANCHPHORON
Serves: 4 Ingredients for the salad: Romaine lettuce, 300g Red and yellow bell peppers, 6 (roasted, peeled, de- Caesar Salad, is fusion food I have seeded and cut into 1-inch dices) Grilled zucchini slices, 10 Asparagus spears, invented with Bandel Cheese and blanched, 8 Croutons 1-inch square, 16 Bandel cheese dressing, 240g Cherry Paanchphoron spice tomato, cut into halves, 16 Caperberry, 4 Bandel cheese, sliced, 1
into the kitchen and innovate combina- complishing my food trails from all four Have you ever tasted street food in tions to satisfy my hunger. corners of the country - eastern region Calcutta? What’s your favourite Cal- My Alma Mater is Institute of Hotel was the only one which I hadn't worked cutta street food? Management, Catering Technology on and with. I have always been inter- Yes a number of times. Chaats at the & Applied Nutrition, Mumbai. After ested in Bengali cuisine. Vardhan market are quite nice, and completion of the three year course, I Without doubt the Hilsa cooked in my personal favourite will be club joined ITC Hotels as Kitchen Manage- its traditional avatar with mustard. The kachori with aloo hing ki sabzi. ment Trainee and have been working aura that this fish has catches every ITC is going to open ITC Royal soon? with ITC Hotels since 1988. fish lover's imagination. To me, noth- What are your plans for the new ho- I have crisscrossed the entire coun- ing else comes so close to Hilsa. tel? try covering up east, west, north and ITC Royal Bengal is not only going to south of India - having worked at ITC Have you invented any fusion dish redefine city's skyline but also change Maurya, ITC Maratha, ITC Gardenia, based on the local cuisine? the city's dining landscape. ITC Hotels ITC Windsor, ITC Mughal & My Fortune There are plenty. I have worked with East will be two unique Hotels with Chola. I also served as the Chef Trainer Bandel Cheese which I have used in- ITC Ltd’s legacy. The two distinguished as well ITC Hotels Management Insti- stead of Parmesan cheese for mak- hotels next to each other, linked by a tute at Gurgaon. ing the Caesar Salad (see the recipe) walkway will offer two different expe- and the result was outstanding. The riences yet be connected in soul by What is your impression of Calcutta panch-phoron spice mix to season the providing Kolkata an unprecedented cuisine? What’s your favourite local grilled meat preparations and finish- choice of Food & Beverage in restau- dish? ing their sauces were a great combi- rants and conference venues. ITC Royal Calcutta cuisine has helped me in ac- nation as well. Bengal will have six F&B Restaurants of-
29 | MYSTIC EAST MYSTIC EAST | 29 INTERVIEW
At ITC Sonar I have been able to learn more on Bengali and other local cuisines
fering Globe’s Finest Indian and India’s For panchphoron croute: finest Global cuisine. Kolkata may look Focaccia, sliced, 4 Garlic butter, 40g Panchphoron, powdered (mixed with garlic forward to the following ITC Hotels cu- butter), 5g linary brands Ottimo, Royal Vega, Roof Top Bar Jazz Bar and of course an ex- For the Caesar dressing: clusive 24X 7 Café- The Grand Market (In a vessel, blend in all these ingredients, reserve in a refrigerator till required. Pavilion. Can be made four hours prior) Bandel cheese, grated, 50g Olive oil, 30ml ITC mayonnaise, 100g Parsley, washed and chopped, 5g Garlic cloves, muddled, 6 How has been the journey at ITC So- Salt to taste Milled pepper to taste Capers, 20g nar? What is your biggest achieve- ment as the Executive Chef at ITC Method Sonar? 1) In a steel bowl, put together the Romaine lettuce, bell peppers, zucchini, It has been very enriching journey asparagus and croutons. Add the Bandel cheese dressing and gently toss and I have been able to learn more on Bengali and other local cuisines together. as well as Cuisines from North East. 2) Add in the halved cherry tomatoes and mix again, ensuring that all ingredi- The team here has been great - one ents are evenly coated. which always stands up to the chal- 3) Transfer into a salad bowl arranging the asparagus spears on top. Scatter a lenges. Kolkata is one city where so- few slices of Bandel cheese and garnish with a caperberry. cials are big and the discerning hosts 4) Serve with a panchphoron spiked grilled focaccia by the side of the salad. do not mind spending money for the Slice a focaccia into 8” by functions they host to express them- 1½” pieces. Apply the panchphoron flavoured garlic butter and grill on both selves. sides on a ribbed hot plate till crisp and golden in colour
30 | MYSTIC EAST COVER STORY January - February 2019
COVER STORY/FOOD BACK TO THE FUTURE Some of the iconic restaurants of Kolkata-lead by the legendary destinations in Park Street—are walking along the path of rejuvenation
F you step into the glowing hamburgers. jackets were mandatory. portals of Kolkata’s iconic Park Park Street thus became a very Down the corner at Moulin Rouge, I Street—renamed Mother Te- fashionable area where the rich Carlton Kitto, one of the most popu- resa Sarani in the recent times—it used to reside and which the elite lar jazz guitarists of the city, would will be difficult to imagine that 250 of Calcutta would frequent to shop enthral diners for hours. French lady years ago it was called ‘Road to Old and dine. The rich, famous and Delilah used to own the place and Burial Grounds’. Once haunted by beautiful people from all over the would sing along with a band called ‘thugs and rascals’ and used mainly country and even as far away as Carlton Kitto Ensemble. Cancan by hearses and carriages carrying the Lahore used to visit Park Street to dancers flown in from Mexico and bereaved, this road metamorphosed drink, dine and dance at the restau- Europe used to entertain patrons by the turn of the last century into rants here. The best year-end revel- later in the evening. Louis Banks, South Asia’s prime ‘good life’ destina- ries in the entire Subcontinent used Usha Uthup, Skinny Alley, Marie tion, before hitting turbulence in the to take place here. There was also Samson (Australia’s famous jazz late 1960s. a time when only the upper crust vocalist) and Braz Gonsalves were You’ll find neon signs are aglow of Calcutta’s society would “dare to regular performers at Trinca's, Blue and an empty table would be scarce walk down Park Street”. To be seen Fox and other restaurants on Park at all the 25-odd restaurants and pubs on Park Street added to a person’s Street. there on any evening. Apart from be- social standing. Ladies with parasols A few of Park Street’s restaurants ing the birthplace of India’s first night- and gentlemen with umbrellas and still serve good food. But that gra- clubs, best fine dining destinations. suits or dinner jackets promenading ciousness, that class of diners, the Park Street also housed the subcon- down this street used to be a com- genteel way of life is all gone. Park tinent’s first department store, Hall & mon and expected sight. Street’s air of stateliness has van- Anderson. There was a time when the Mocambo was independent India’s ished. Now, only the restaurants mansions housed restaurants and up- first nightclub, where a 17-year-old remain, and banks and other offices scale shops on their ground floors and chanteuse named Pam Crain belted have replaced most of the other es- big apartments on their upper floors. out numbers with a six-piece band led tablishments. Food at all the restau- Magnolia had India’s first ice cream by Anton Menezes. Only the crème de rants was, without exception, excel- outlet and introduced the country to la crème would dine there, and dinner lent. The continental fare served at
31 | MYSTIC EAST COVER STORY
the eateries was without parallel in dira Gandhi! In the recent times, however, there India; such outstanding dishes were Sky Room is closed forever now. The has been a rejuvenation of this iconic not available at even the five star ho- turbulent 1960s—although Naxalite street. Park Street dresses up with an tels. violence didn’t reach here—followed impeccable charm every evening and The chicken a la Kiev at Mocambo, the era of Communists watered down especially during the Christmas. Not Lobster Thermidor at Blue Fox, Siz- the glitter to some extent. Many estab- just Park Street restaurants, but some zlers at Moulin Rouge and the leg- lishments were held hostage by mili- of the legendary eateries—such as endary prawn cocktails at Sky Room tant trade unionists and closed down. Aminia and Songhai—are also walk- were to simply die for, say old-timers. Stringent taxes on live entertainment ing the path of rejuventaion. Sky Room’s Prawn Cocktails would be choked the vivacious evenings at Mo- packed in ice and flown to Delhi for In- cambo and other restaurants. Here's a list of the icons.
PETER CAT Nitin Kothari started Peter Cat in 1975 after he graduated in hotel management from Salzburg, Austria. He chose the place vacated by Calcutta Customs for the restaurant which turned out into an icon. The initial menu was mut- ton chaanp, chicken chaanp and roomali roti. There was an open kitchen at the far end of the ground floor with a display window in which a chef threw the roti into the air and spun it. One could watch the naans and kebabs being made, and the chaanp would be there simmering in the gravy. But when the business picked up the display section was closed down to make the kitchen bigger. Kothari start- ed an extension of the restaurant upstairs.
SONGHAI The restaurant was once owned by a Chinese man called Mr Ling who started this in 1965. The word Songhai means ‘Double Happiness’ in Chinese. Its modest interiors with the double pillars twined by drag- ons, the red Chinese lamps hanging from the pearl-colored ceiling, the calligraphic lettering of a light box, the little nooks and private spaces with tables, created so thoughtfully by the designer, have a delicate charm. Since this is the only restaurant in the city’s central business district serving authentic Chinese food with drinks, Songhai soon turned into an icon. The food at Songhai has a variety that very few similar places would offer. Tasty, good-looking, generous portions and served in ba- sic porcelain or stainless steel plates and bowls. It’s pork dishes turned legendary among the office crowd—espe- cially those close to the Dalhousie Square. The restaurant was taken over by Mr Sudesh Poddar in 2013. He renovated the place keeping alive its old-world charm and retaining the same staff in the kitchen and services. Moreover, the prices were maintained as ‘pocket-friendly’ as before.
32 | MYSTIC EAST COVER STORY
MOCAMBO Mocambo was started by Shivji V. Kothari in the summer of 1956 with Antonio Prandhe as the first chef-cum-manager. Initially it began its journey on the Free School Street and later switched to the cur- rent location. Since he was Italian there are many European and Italian dishes on the menu, such as the Chicken Sicilian or the Cannelloni. Again, the European influence could be seen in the Au Gratin and the Russian dishes like Chicken A La Kiev and Chicken Stroganoff. A German architect called Messerschmidt did the décor which haven’t been changed at all by the current owner Nitin Kothari. However, he scrapped the live music, a six-piece band, with a male and fe- male crooner. One could say Mocambo was the first nightclub; it not only had live music but a dance floor too. Not the standard wooden floor but a floor made of tempered glass, under which there was a two-foot pit where they put a whole lot of lights. Entry was exclusive, you could not enter without a DJ (a proper dinner jacket). In its 60th year, Mocambo added a 70-seater sec- tion on the next door which serves a lot of dishes for the ‘health conscious’ customers, in addition to its heritage cuisine.
FLURYS The iconic tea room at 18 Park Street recently turned 90. Founded in 1927 by a Swiss expatriate couple — J. Flurys and his wife — Flurys, or Flury’s as it was spelt in the initial years, introduced Calcutta to Swiss confectionery. It has become syn- onymous with breakfast on Park Street. Now the restaurant is owned by Priya Paul, the chairperson of Apeejay Surrendra Park Hotels. The takeover happened in 1965 when Jit Paul acquired it and Priya’s mother Shirin Paul took over as the store man- ager. Later she got involved with the store and the bakery. Flurys has always been this elegant place where people came in their chiffons, after the races. Families gathered for matrimonial meetings. Students from St. Xavier’s used to come in early for breakfast. It has been kind of a meeting place in the true European tradition. It’s not just a pastry sales place or a tea room but a space where you connect with people. Priya’s sister Priti brought in a lot of changes in terms of the store design in the ’90s and then the radical change happened in 2004, when they started rebranding and redesigning of Flurys, with an idea of enhancing the brand and expanding it first in Calcutta and then rest of India. They developed three retail formats of differ- ent sizes that were rolled out throughout Calcutta and elsewhere. The tag line ‘Five Generations of Fine Confections’, reinforces its iconic status.
33 | MYSTIC EAST COVER STORY
MOULIN ROUGE Another Park Street legend known as much for its jazz gigs as for its delectable continental cuisine. Right from the decor to the cutlery, everything at this expansive restaurant spells affluence and heritage. This is Kolkata's version of the real Moulin Rouge in Paris, complete with the trademark windmill at its entrance. Although it has no cab- aret performances today, it was known to be much like the original, albeit less extravagant, in its golden years. Around the 1960s musi- cal soirees were the norm and the entire place would resound with laughter and celebration that would continue till the wee hours of the morning. The sense of nostalgia may not touch upon a first time vis- itor, but the interiors do hold precious clues to the past. With Indian, Continental, Chinese, French and Italian preparations on offer, Moulin Rouge is a great place for a good evening out with friends even today. The Fish and Chips perfectly compliment drinks. The lack of live music is a definite letdown, but the restaurant never lets you down when it comes to good tasting food. Chicken Cordon Bleu, the mixed grill sizzler, Keema Parathas and Murg Tikkas are popular. The well-stocked bar has an expansive collection of a motley of liquors.
AMINIA Their first outlet was started in 1929 in Kolkata, selling the famous Awadhi cuisine of Lucknow. The family grew and the second gen- eration choose to expand the business sensing the growing de- mand for Awadhi and Mughlai food in the city. The largest and most well-known outlet is located in the Fut- nani Chamber near the Kolkata Municipal Corporation in Sir Stu- art Hogg Market or New Market. On the 15th of August 1946, the Aminia Restaurant opened its doors to the food loving public of Kolkata. Aminia’s food at New Market has changed considerably over the years to cater to the Bengali palate. Bengalis are very sweet loving people and have a tendency to add some sugar to their food. Abdul Qayum brought down the spiciness and oiliness in the food and made them sweeter by adding more onions in their mut- ton rezala and mutton/chicken chaap. The gravy consistency was made lighter to make it appear like ‘jhol’ (curry) as especially done with our famous ‘Aminia Special’. Aminia has come a long way since then. The restaurant is today being run by its third and fourth generations and has expanded to various parts of Kolkata. Although its oldest outlets still exist, over the years they have set up other outlets in Golpark, Garia, Tollygunge, Jessore Road, Rajarhat, Shyam Bazar, Behala and most recently Barrackpore
34 | MYSTIC EAST COVER STORY January - February 2019
TRINCA’S Another iconic restaurant in Park Street, Trincas in- dulges visitors in taking a trip to the old Calcutta. In the 1960s, this resto-pub hosted celebrated singers and was integral to the nightlife of the city. Live mu- sic and reasonably priced alcohol are some of the reasons why Trincas remains so popular even today. But the black and white pictures from early days are somewhat discoloured and hazy. Gone are the arches and the high ceiling; the ceiling has been lowered to cut cooling costs. Plush carpets have been replaced by white tiles for easy maintenance. It all started with a tearoom, though. Swissmen Trinca and Flury started one in Park Street in 1926. They parted ways after a decade and Flury set up his own tearoom across the street. An opportunity to purchase Trincas came in 1959, and friends Ellis resh Kumar and Jaideep Mukerjea, it’s Trincas, the party place of the Joshua and Om Puri, who had been working at the Who’s Who of Calcutta. Oberoi Grand, grabbed it. It was converted into a But live music lost its lustre when the state government levied a 30 restaurant and night club in 1961. per cent entertainment tax in the late 1970s. Political unrest made it Joshua would always look out for new musical tal- dangerous for people to venture out. The Anglo-Indian communi- ent and he’s the one who saw Usha Uthup perform ty which was responsible for most of the music in the city, left the in Mysore and convinced her to come to Kolkata. If Indian shores for better opportunities in countries such as the US, any lounge can boast of attracting the likes of Saty- Australia and Canada. ajit Ray, Moon Moon Sen, Amitabh Bachchan, Na-
OLYPUB Olypub opened on Park Street in Kolkata in 1947, as Olympia Bar and Restaurant. The actual name was Olympian Pub which has been short- ened to 'Oly Pub' and simply 'Oly'. It is among the handful of old dives in the city that stand still against the march of time, pa- tiently watching the churn in Kolkata’s nightlife. It remains the favourite haunt of writers, film- makers, journalists, artists, professors, students, among others. Great personalities like Satyajit Ray, Uttam Kumar and Ritwik Ghatak used to drink here. Olypub’s cheap rates were revised after a fire in 2014. The renovation after the accident has also meant that instead of the rundown inte- riors that regulars were used to, there is now comfortable seating and generic music posters on the walls. The rats that used to scurry about are, however, not missed by anyone.
35 | MYSTIC EAST EDUCATION
Les Roches campus in Bluche, Switzerland
36 | MYSTIC EAST COVER STORY January - February 2019
Bridging the Hospitality Skills Gap in India
OUNDED in 1954, Les Roches tion (formerly the Commission on In- Postgraduate programs (6 months- 1 Global Hospitality Education is stitutions of Higher Education of the year) and MBA in Global Hospitality F a private institution based on New England Association of Schools Management (1 year) the Swiss model of experiential learn- and Colleges, Inc.). Les Roches is Dr Stuart Jauncey, Managing Direc- ing, offering undergraduate and grad- ranked number six of the world’s top tor of Les Roches Global Hospitality Ed- uate degrees in the fields of hospital- institutions for hospitality and lei- ucation, discusses talent development ity, tourism and event management. sure management and number three and the skills that aspiring hospitality Les Roches prepares entrepreneurial worldwide for employer reputation leaders need to succeed in an exclusive and innovative graduates across a (QS World University Rankings by Sub- interview with Mystic East . global network of campuses in Swit- ject 2018). zerland, Spain and China. The three primary programs avail- Why is the hospitality industry Part of Sommet Education, Les able at Les Roches are: Bachelor of facing a skill shortage across the Roches is accredited by the New En- Business Administration in Global world? gland Commission of Higher Educa- Hospitality Management (3.5 years), The hospitality industry is a vast and
Dr Stuart Jauncey, Managing Director of Les Roches Global Hospitality Education
37 | MYSTIC EAST EDUCATION
By learning, working and living alongside classmates and colleagues from around the world, students develop a global perspective
vibrant global employer that pro- pitality management graduates. At ture hospitality leaders need to thrive, vides one out of every 10 jobs on the Les Roches Global Hospitality Educa- operational knowhow is fundamental. planet, according to the World Travel tion, over 90% of students have one Especially in the hotel industry, a thor- & Tourism Council. With an annual or multiple job offers by graduation ough grasp of operations is essential growth rate of nearly 4%, the indus- day. And while hospitality manage- for aspiring managers. No matter the try also faces a skills shortage. A lack ment graduates can look forward to brand, the operations of departments of properly trained staff and qualified a wide range of career opportunities, such as reception, rooms division and managerial talent presents a hurdle the most promising future leaders are food and beverage form the back- to hospitality businesses worldwide distinguished by traits such as flexibil- bone of the guest experience. and could threaten 14 million jobs by ity, multicultural awareness and dis- At Les Roches, bachelor’s degree 2025. ruptive thinking — qualities identi- students spend their first semester fied in research by Les Roches faculty immersed in hospitality operations What skills do hospitality members as crucial for the hospitality on campus. They take on different managers need? industry. roles in front office, kitchen and ser- The industry’s need for educated vice, gaining experience in a range talent is clear — this can be seen in Operational experience of food and beverage outlets that the high employment rates of hos- When considering the skills that fu- simulate current and emerging
38 | MYSTIC EAST COVER STORY
trends, such as sustainable farm-to- pitality operations, but also develop Deming published a paper on the table dining. Students further build soft skills such as cross-cultural com- growing importance of social skills, in on their practical skills by leaving munication, attention to detail and which he observed that from 1980 to campus for a six-month internship flexibility which are crucial for any 2012, the number of jobs in the US re- in hospitality operations, the first of manager. quiring high levels of social interaction two required internship semesters grew by almost 12 percentage points. during their degree. Through these Soft skills and emotional As automation increasingly replaces experiences, students not only mas- intelligence routine work, Deloitte predicts that ter the various functions within hos- In 2017, Harvard professor Dr David creativity and social intelligence will be
Les Roches Jin Jiang International Hotel Management College, Shanghai, attracts hundreds of students from across the world
39 | MYSTIC EAST EDUCATION
By learning, working and living alongside classmates and colleagues from around the world, students develop a global perspective essential skills for most new jobs cre- different cultural viewpoints and ex- campuses. By learning, working and ated between now and 2030. pectations is indispensable for busi- living alongside classmates and col- However, only 36% of global Mil- nesses to provide the personalised leagues from around the world, stu- lennials and 29% of Gen Z feel they level of service that makes guests dents develop a global perspective have the skills — including confi- feel welcome. and gain invaluable skills. dence and interpersonal skills — Graduates with international needed to thrive in this changing experience will find that lessons What is the situation in India? workplace. learned abroad, such as foreign The travel and tourism sector in In- The importance of emotional language skills, multicultural team dia is no exception to global growth intelligence and soft skills cannot management and adaptability, are trends: The sector already accounts be overstated in hospitality, a peo- advantages in a broad range of in- for 12 percent of total employment ple-centric industry that is based on dustries as well as hospitality. This and the local Institutes of Hotel Man- the delivery of experiences. Manag- is why Les Roches strives to provide agement under the National Council ers and their staff rely on sensitivity, students with global exposure, in- for Hotel Management and Catering flexibility and excellent communica- cluding through international in- Technology (NCHMCT) are doing tion skills to build and nurture guest ternships, a diverse student body their best to keep up with the de- relations. And with more than one representing more than 100 nation- mand. At the same time, foreign arriv- billion international travellers cross- alities and study abroad opportu- als have reached a record high of 10 ing borders each year, awareness of nities across a global network of million in 2017, attributing to India’s
40 | MYSTIC EAST COVER STORY January - February 2019
global attractiveness as a destination ships include a 10-20 percent reduc- have a job or multiple offers. Indian and the effectiveness of different na- tion of first semester tuition fees and students typically look for internation- tional tourism campaigns. are awarded to outstanding students al work experience before returning to To deal with this influx of visitors from based on grades, motivation and rec- India, where Les Roches alumni can be abroad, it is vital for hospitality profes- ommendation. found at all major national and inter- sionals to gain international exposure national hotel companies. and experience to better cater to the Les Roches trains students in Remuneration varies between mar- needs of these discerning guests and European nuances of hospitali- kets and companies and salary infor- offer the service standards they have ty. But is this training useful in mation is hard to come by, but their come to expect. This will require institu- Indian situation -- for instance, skill set from Les Roches allows gradu- tions to create international synergies, a we've seen that Indian guests ates to fast track their careers and rise globally-focussed curriculum and inno- are often more demanding. Also quickly through the ranks. vative teaching methods. we often come across irate cus- tomers difficult to satisfy. Does Is there any entrepreneurship Tying up with the industry Les Roches help Indian students training for students? Are they Academics and professionals need to to learn these things? encouraged to take up entrepre- work closely together to address the As part of their practical learn- neurship? Approximately what prevalent skills gap in the hospitality ing during the first semester of the percentage of students go for industry. Academics need the inputs Bachelor programme, students prac- entrepreneurship? from industry leaders to adapt and tice complaint handling in service Empowering students to achieve their make course content more relevant, and reception and the application of goals is a core objective at Les Roches: while companies need to maintain their guest relations skills form an in- The bachelor specialisation in entre- close relations with schools to se- tegral part of their first internship. It preneurship encourages students to cure and retain the best available is our mission to equip first-semester create innovative solutions to indus- talent. students with the necessary skills to try needs. Working individually and in In order to ensure and maintain the successfully complete a first intern- teams, students receive coaching and high employability of our students, ship in hotel operations around the support on how to research, pitch and we work very closely with global world, meaning that general educa- plan for a business launch. hospitality brands, who visit our tion courses, language classes and After graduation, many alumni have campuses to deliver guest lectures the mix of nationalities on campus gone on to found and lead their own and directly recruit our students are important to prepare students business ventures. The entrepreneur- for graduates. These close industry for an international professional ex- ship platform “Made in Les Roches” relations are reflected in the latest perience. compiles and connects a selection QS World University Rankings 2019, of alumni businesses: http://www. where Les Roches ranks among the Which are the Indian hotels madeinlesroches.com/ world’s top three institutions for em- that recruit students from For any further information and to ployer reputation in hospitality and Les Roches? How many apply to our undergraduate and post- leisure management. of the graduates get jobs? graduate programmes, please contact What is the entry level pay [email protected] Studying at Les Roches package for the fresh grad- About the author: Dr Stuart Jaunc- At Les Roches, we are committed to uates? ey serves as Managing Director of Les attracting the best available talent, The combination of academic and Roches Global Hospitality Education, a supporting motivated students in practical learning on campus, coupled leading hospitality management insti- reaching their potential and preparing with real-life experiences through in- tution with campuses in Switzerland, the industry leaders of tomorrow. We ternships and strong industry relations Spain and China. An academic and provide a range of different scholar- provides students with the necessary hospitality professional, he has spent ships and financial aid packages on a skill set and network to join the indus- the past ten years as Dean of The Emir- case-by-case basis, varying in amount try upon graduation, at which point ates Academy of Hospitality Manage- and duration. Merit-based scholar- an average of 92% of our students ment (EAHM) in Dubai.
41 | MYSTIC EAST HUMAN RESOURCE BOSS IS THE BEST It’s the first-line supervisors who matter most as they drive employee engagement
MPLOYEE engagement is leader-employee connections hardly about each employee bringing happen at all. Etheir best, every day. It's about This connect-the-dots combina- employees committing themselves tion of "You have built trust with me, to helping their departments, peers, so I will give my best and stay here managers, and organizations to for a long time" is the backbone of reach shared goals. We've all worked the holy grail all organizations seek, with employees from both ends of better employee engagement and the employee engagement scale. retention. The number one reason employees How do bad supervisors break engage or disengage is how much trust? The obvious ways are by com- Savvy supervisors they trust their boss. "Boss" in this mission, things they actively do such move their case means immediate supervisor, as tell lies, break confidences, and the next level up, and the impact of unjustly favor one employee over an- engagement these first-line leaders is so strong other. But many bad supervisors also approach away from that leaders on each level above break trust by omission, by failing to most companies' them can do little to overcome their do things good supervisors do. And shortcomings. Or for that matter, im- too often these supervisors fail to do knee-jerk solutions, prove on their strengths. These lead- these behaviors unintentionally, with mainly one-size- ers' day-to-day behaviours result in no knowledge they are losing their fits-all programs, either good management styles or team's trust in the process. Here are bad management styles. the top 3 ways that bad supervisors and instead Savvy Savvy supervisors move their en- unintentionally break trust: supervisors move gagement approach away from most companies' knee-jerk solutions, Provide the daily silent their engagement mainly one-size-fits-all programs, treatment approach away from and instead aim this responsibility These supervisors provide little in- most companies' squarely upon themselves. These formal, voluntary interaction, and supervisors empirically know that instead focus their energies on their knee-jerk solutions, their ability to build trustworthy rela- own work instead of the work of their mainly one-size- tionships with each member of their teams. Their core belief of "I do mine, teams brings out the best in each of you do yours" sets a bad leadership fits-all programs, their employees. And their employ- example. They become present for and instead aim ees feel such a resulting emotional required meetings and expected in- this responsibility connection that they work their hard- teractions but for little else. And see- est and smartest, while searching out ing employees as replaceable parts squarely upon ways to contribute more. And they becomes natural to them because themselves also want to stay. Contrast this with they never see their teams as hu- bad management behavior where mans. Trading their teams for robots
42 | MYSTIC EAST COVER STORY January - February 2019
Millennials see a supervisor's lack of interaction as bad news as they crave daily interaction since they grew up working in teams
would be terrific for them. daily interaction since they grew up which is a bad supervisor behavior. For employees, the silent supervi- working in teams. So the result of this Regardless if their employees have sor is just a mystery. So his employ- bad management style is suspicion 10 years of experience or 10 months, ees consult their imaginations to fill at best, and at worst lack of engage- this type of supervisor wants full con- in the blanks on what their commu- ment that can lead to undesirable trol of strategies, tactics, outcomes, nication-absent supervisor thinks turnover. and usually credit, too. Employees of them. For baby-boomers, this "no become their tools for their own news" approach is seen as good news Micromanage too much success, and those employees never or at least "the boss will not fire me". Ultimately, supervisors who coach become quite good enough because However, millennials see this lack of others too closely are simply saying "I the micro-managing supervisor can- interaction as bad news as they crave don't trust you to get it right yourself" not release the employee from his
43 | MYSTIC EAST HUMAN RESOURCE
The micro-managing supervisor's ways produce the opposite environment for employee engagement and retention
over-reaching grasp. Instead, the su- many forms of communication in our mode, and they stop giving their best pervisor's ego whispers to himself, society, but for the non-trustworthy customer service or what they are "Good thing I'm so effective because supervisor feedback has only one held most accountable for. other people never are". meaning: Telling others what they What makes a good supervisor? The micro-managing supervisor's did wrong. Missing is telling them The full list of trust-building behav- ways produce the opposite environ- what they did right. iors is long, but these 3 ways leap ment for employee engagement and If all or most of the feedback is crit- out as core, as getting these meth- retention. Which qualified employ- ical, the employees wear down over ods right builds the foundation for ees would want to work under strict time from the broad-sided or subtle deep-seated, engagement- and re- tactical management every hour, hits to their self-esteem, when go- tention-building relationships. This with little chance of growth and no ing to work becomes a completely list represents good management chance of achievement? eclipsed, dark spot in their lives. Work skills. harder? Give more? Stay longer? In- Too much "feedback" stead these employees have been Listen intently and patiently "Feedback" has grown to encompass tossed into an emotional survival Let's first acknowledge that supervi-
44 | MYSTIC EAST COVER STORY January - February 2019
sors cannot always drop what they harder. are doing to lend a fully-focused ear, Meet Individual Needs but they can always say "Can we con- Trustworthy The best way to bring all of these good tinue this conversation at 2 PM?" And, supervisors traits into focus is to train supervisors yes, some employees will talk that ear to conduct Stay Interviews…so they off, as they say, with non-work chit- look for good learn what is important to each in- chat. But savvy leaders know how performance dividual employee. A Stay Interview to re-direct those conversations into so they canco- is a structured, one-on-one meeting meaningful ones. between each supervisor and his em- Listening builds trust because it celebrate it with ployee to strengthen that employee's shows that the listener cares. Make their teams, both engagement and retention. And the time, delivering attention via eye top reason Stay Interviews work to contact, taking notes, and asking with individuals improve engagement and retention probing questions all convey the and groups is because they build trust. same message, that your thinking Stay Interviews provide super- is important to me. Good listeners visors with the pathway to learn separate their own needs from the precisely what their individual em- moment by resisting pulling the con- person instead of just the work one. ployees need…and how effectively versation to themselves, for example They include phrases like, "I am tell- those supervisors are fulfilling those saying, "That happened to me once ing you this because I care about you, needs…and help each leader devel- so let me tell you about it". They in- and I want you to succeed", rather op the very best management style. stead hear the speaker's words but than delivering cold, uncomfortable For example, one employee might listen for the speaker's emotions, as declarations of improvement instruc- crave public recognition in front of those emotions are always the most tions. Best management styles must peers, whereas another believes she important message for the speak- include caring for the whole person gets no recognition whatsoever. Or er. Responding by addressing those instead of just the "work" one. another employee defines caring as emotions such as, "You seem really his supervisor delivering solid career happy/sad/angry about that" sends Credit good work guidance while his peer who works the clear, unfiltered message back Trustworthy supervisors look for beside him just wants to work each that I am with you…and I care. Any good performance so they can day and go home. Employees come listing of how to be a great super- co-celebrate it with their teams, both in all shapes and sizes, physically and visor must start with good listening with individuals and groups. They emotionally, and the very best super- skills. intuitively know the difference be- visors must stretch their own levels tween a common, expected achieve- of understanding to learn, adapt, and Show genuine interest ment and a substantial one, realizing accommodate to those various em- Employees bring one hundred per- that making a small achievement ployee needs. cent of their lives to work, not just the large will hurt their credibility rath- For managers, ask you supervisors work part. Even though some em- er than grow it. They notice when what is important to each employee ployees express the non-work part an employee handles a particularly on their team so they understand more than others, all of those parts difficult customer situation well that your expectation is that they must are with them each day. Smart super- results in a customer for life. build trusting relationships. visors understand this, so they draw They have usually caught on early Coach them to stop exhibiting the careful but loving lines between that the greatest of all motivators is behaviors of bad supervisors and in- work and non-work topics. Because achievement, so giving feedback re- stead demonstrate the trust-building they care, they listen to all parts of garding what the employee is doing behaviors of good supervisors. The their employees' lives but rarely cross right that is specific, timely, and with result is the highest level of achieve- the line of giving advice. smiles/handshakes and other proper ment for supervisors in engaging Likewise, caring supervisors give non-verbal behaviors go far to make their teams to meet and achieve all of feedback in ways that honor the full their teams want to stay and work their operational goals.
45 | MYSTIC EAST NEW PROPERTY ROYAL WEDDING DESTINATION Holiday Inn Kolkata’s banquet hall Durbaar promises to recreate the Golden Age of Kings and Emperors
Shrayans Jain Vice Chairman,The Jain Group
OCATED in the northern part of suitable for luxury and grandeur wed- promises to make Durbaar a unique Kolkata Hotel Holiday Inn Kol- ding and gala and prestigious corporate Wedding Destination in the city. L kata Airport is one of the most events to celebrate the third years of its Durbaar is one of the perfect wed- popular hotels in the city for business opening. ding destinations as it creates a royal travellers and family holidays. The ho- With more than 10,000 Sq ft of vast ambience all around. Tying the knot at tel started its journey two years ago pillar less space, Durbar and ambience such exotic location of Rajarhat, New when InterContinental Hotels Group of the hall promises to take one back to Town, can be a breath-taking experi- (IHG), the owner of the Holiday Inn the Golden Age of Kings, Emperors and ence. The architecture of this venue brand, partnered with city-based real Princes. A team of highly skilled chefs perfectly blends innovation with Ra- estate company, Jain Group, to launch curates extravagant menu featuring jasthani tradition, offering the perfect its maiden property to the city. The ho- Mediterranean, Asian and Pan Indian backdrop for a dream wedding giving tel recently opened a magnificent new exquisite cuisines for gala events. Wed- the taste of Royal Courts and Grand banquet hall – Durbaar by Jain group— dings filled with grandeur and richness, Processions. Starting from its royal
46 | MYSTIC EAST COVER STORY January - February 2019
decor to its imperial ambience, this magnificent banquet will have all the specialities to make a wedding a talk of the town. It’s a beautiful place that offers comfort, magnificence and a pleasant atmosphere to make a royal wedding. Durbaar is one of the perfect wedding destinations as it creates a royal am- bience all around. Tying the knot at such exotic location of Rajarhat, New Town, is a breath-taking experience that can’t be compared to any other destinations.
47 | MYSTIC EAST MYSTIC EAST | 47 GUEST RELATIONS TAMING TOUGH CUSTOMERS Worried about handling irate customers in your hotel? We’ve got you covered
Often, the frontdesk staff are the ones that bear the brunt of every unhappy customer
48 | MYSTIC EAST COVER STORY January - February 2019
EALING with irate guests is a Use these tips to cope with such situ- posure. It’s easier said than done part of every hotel manager’s ations where you’ll learn how to deal - but hey, they’re your customers. A D job. A hotel guest may get with irate customers and respond to calm approach always puts the guest agitated for a variety of reasons out them effectively. at ease. Reacting to a guest’s anger of which some reasons may be truly Knowing how to manage irate cus- with an agitated approach will only justified, while others are not. As an tomers requires a certain kind of ex- ruin the hotel’s reputation. Maintain hotelier, you are in the business of pertise. Often, the frontdesk staff are your own sense of calm and give handling all kinds of customers- some the ones that bear the brunt of every time to bring down the agitation of may be calm in their demeanor to ex- unhappy customer. Hoteliers must the guest. Offer sympathy to get to press their dissatisfaction whereas make sure their team members are the root of the cause and take the re- others may get agitated during the well-equipped to deal with every kind quired action. It’s imperative to avoid registration of the complaint. Even of complaint in a professional manner taking each complaint on a personal worse, they may complain elsewhere and learn how to respond to an irate level. A customer has every right to - on social media, creating bad brand customer. be displeased if the hotel service is reputation. So, handling irate custom- not found satisfactory. The complaint ers in hotels can be quite a tricky job. Maintain your composure is always against the service and not Guest complaints can often be Whether you are handling irate cus- against the person dealing with the looked at as a way to improve a ho- tomers on phone or dealing with irate guests, although the frontdesk tel’s service if taken in the right spirit. them in person, maintain your com- professional may be made to feel so
Whether you are handling irate customers on phone or dealing with them in person, maintain your composure
49 | MYSTIC EAST MYSTIC EAST | 49 GUEST RELATIONS
is via the telephone. There’s nothing worse than a call not getting trans- ferred or the call being disconnected during the process of a call transfer.
Get the facts, find the solution Wondering how to calm down an irate customer? Provide a solution immediately. However, knowing all the facts is vital before taking the de- cision. You must be impartial in your approach and understand what went wrong in your hotel’s service. Cer- tain complaints may take longer to resolve. In such cases, you can offer complementary services or waive off certain charges and upgrade the cus- tomer till you get to know what went wrong. Customers often look for quick solutions and offering special incen- tives will help calm down the current situation. Always ensure you address the customer’s complaint right till the very end. This helps guests feel secure they will not be made to visit different departments to get their complaints resolved.
Respect your guests Your guest may come from any cor- ner of the world. Yet, that should not dictate how you respond to the guest complaint. Your behavior must be re- spectful regardless of the customer’s Your guest may come from any corner of the world. Yet, that should not dictate how you respond to the guest complaint language, appearance or region. Ev- ery staff member must be educated to respect all guests equally. Always have a positive attitude due to an angry outburst. An apology will calm down an ag- It’s natural to feel a little annoyed itated guest and you’ll be able to when guests say offensive things that Listen well, respond amicably address the problem well once you sets off the conversation on a wrong Your response to agitated guests, partic- understand the issue. Use sentences note. If how to handle an irate cus- ularly guests within your hotel premises such as, “I understand you have every tomer in person is one of your biggest will be watched by many other onlook- right to feel angry…” or “I will escalate concerns, then a positive attitude that ers. Always respond amicably and treat this issue immediately…” will provide reflects verbally and in your body lan- your guest well. Understand they want reassurance to irate hotel guests. Lis- guage will help calm down the guest. - empathy, apology. ten to what they have to say and give Do not allow negative words to work Respond with an apology and pay them your complete attention. Avoid as a trigger and demotivate you. You attention to what your guest has to say. transferring the call if the complaint must always remind yourself – this is
50 |50 MYSTIC | MYSTIC EAST EAST COVER STORY January - February 2019
a challenge for me to do better, work This also reduces the chances of neg- be feared by hoteliers. Using the tips on the problem and turn the situation ative guest reviews online in case of above, it’s easy to improve the guest in our favor. One of your job KRAs re- customers who are not too open with satisfaction and turn customers into quires ensuring your guests enjoy their feedback and prefer to check-out and loyal visitors. Always go the extra mile stay. Now, when there’s a reason to write details on review sites such as and request them to place their next complain, you must use an optimistic Tripadvisor. On the other hand, you hotel room request through you so attitude to solve the problem as soon must have the control to ask for pos- that all requirements will be taken as possible. itive reviews from guests you think care of personally. This is one of the are happier after you fixed their is- easiest ways to win back the trust of Follow-up consistently sues. Again, the right hotel manage- an irate hotel guest. Different guests have different kinds ment solution will help you have bet- of complaints. While some prob- ter control over online reviews. lems can be resolved quickly, others Dealing with irate guests need not require a check into details - much easier when you have the right hotel technology in your hands, instead of hunkering down to analyzing your ledgers, spreadsheets, etc. If yours is a hotel chain, the same customer might have used your hotel in anoth- er location at an earlier time - instant access to centralized guest history will cut down the analysis and resolu- tion times by a great deal. Be regular in your follow-ups and keep a check on your team members. Ensure your team calls up the guest to show the hotel’s concern. So, even if getting to the main cause of the problem may take time, your guest will be reassured with the follow-ups and will know the solution will be provided soon. In case of unreasonable demands, involve a person with a higher authority from your team.
Seek feedback Do not wait to seek feedback till the end of the guest’s stay. One of the most important things about guest satisfaction is the ability to keep a check on the guest during their stay. Questions such as “ Are you comfort- able, how is your stay?”, “Is there any- thing you require? Did you enjoy the food?” will help gain quick feedback. If your customers respond negatively, you’d know the problem immediate- ly and can rectify it during their stay. While some problems can be resolved quickly, others require a check into details
51 | MYSTIC EAST STATE SURVEY: ARUNACHAL PRADESH SHADOW ON
In spite of having great tourism potential, Arunachal Pradesh has only 3.71% share in tourist inflow indicating that the opportunities have not yet been tapped for attracting tourists
52 | MYSTIC EAST COVER STORY January - February 2019
HE state of Arunachal Pradesh tions such as river rafting, trekking, ceives maximum number of tourists in the North Eastern region mountaineering, snow skiing, angling of the state has been taken as a sam- T of India has huge potential to etc. Again the state has a number of ple spot to study the tourist expecta- become a strong force in the tourism wildlife sanctuaries and national parks tion gap. industry of the country. But the state namely Eagles’ Nest wildlife sanctuary, is yet to get the attention of tourists. Dibang wildlife sanctuary, Namdapha THE STUDY Efforts must be given to develop and National Park etc. to cater to the needs First, to study the expectations of tour- promote tourism to get the attention of wildlife enthusiasts. ists with respect to the selected tour- of tourists and to boost the tourism Tawang’s famous Gaden Namgyal ism related parameters for the tourist business of the state which has tre- Lhatse, a more than 300 year old Bud- spot Tawang. Second, to study the mendous scope for tourism activities. dhist monastery, is one of the most present status of the selected tourism However, developmental efforts in important seats of Buddhism in the related parameters for the tourist spot tourism should be based on expec- entire world. Parasuram Kund, located Tawang. Third, to find the tourist ex- tations of tourists. A study in Interna- in the Lohit district of the state is an pectation gap with respect to the se- tional Journal of Innovative Research important religious place for Hindus. lected parameters for the tourist spot in Science, Engineering and Technol- Vijaynagar, Itanagar, Bhismaknagar, Tawang. ogy tried to find the gaps in tourist Zimithang Chorten, Tawang etc. are The paper is based on both prima- expectations with respect to the tour- places that attract tourists interest- ry and secondary data. For collection ist spot Tawang, which is considered ed in ancient archaeology and histo- of primary data, at first 20 tourist ex- as the most important tourist spot of ry (Department of Tourism, Govt. of pectation related parameters were Arunachal Pradesh and suggests steps Arunachal Pradesh). selected and then responses from 50 to bridge the gaps. The research paper In spite of having great tourism po- tourists who visited the sample spot puts forward the view that if the gaps tential, the state of Arunachal Pradesh Tawang were taken in the form of a are removed by taking appropriate has only 3.71% share in tourist inflow questionnaire. On the basis of two steps, the region can go a long way in to north eastern region of India and at ratings for each parameter, the tourist tourism business. the country level, the share of tourist expectation gaps have been deter- foot fall of Arunachal Pradesh is abso- mined. To calculate the gaps math- UNEXPLORED HORIZON lutely insignificant (Ministry of Tour- ematically, weighted averages have Arunachal Pradesh is a state in the ism, Govt. of India). This indicates that been calculated for each of the ele- north eastern region of India which the tourism potentialities of Arunachal ments. Secondary data were collected has tremendous tourism potential Pradesh have not yet been capitalized from govt. records, journals, websites due to its breath-taking natural beau- for attracting tourists. Again, if we see and books to supplement the primary ty of green hills and valleys, wildlife the nature of domestic tourist arrivals, data. that represents unique Himalayan we find that 50% of domestic tourists The above analysis it is clear that biodiversity, cool and pollution free of Arunachal Pradesh come from the there exist considerable tourist ex- healthy climate, simple people with neighboring state of Assam, 30% from pectation gaps with respect to the great hospitality and their rich cultural West Bengal, 15% from within the selected parameters. Some gaps are as well as religious heritage. state and only 5% from other states large, some gaps are medium and Lush green forests, snow clad (Ministry of Tourism, Govt. of India). some are small. Keeping in mind the mountains, roaring rivers, deep gorg- From this it is clear that Arunachal size of the expectation gaps, the gov- es, places of historical and religious Pradesh is not a sought after tourist ernment as well as other concerned importance provide ample scope for a destination even for the domestic parties should prioritize measures to wide range of tourism activities such tourists. The above figures provide remove the expectation gaps. In order as wildlife tourism, eco-tourism, ad- ample logic to think that there is a gap to make Tawang a popular tourist des- venture tourism, religious tourism, ru- between the tourism propositions of- tination, adequate measures will have ral tourism, cultural tourism etc. in this fered by Arunachal Pradesh and the to be taken to bridge the expectation beautiful state of north east India. For expectations of tourists. In this study, gaps. tourists who love adventure, the state Tawang, the most important tourist has the potential to provide attrac- spot of Arunachal Pradesh which re- NEW APPROACHES
53 | MYSTIC EAST STATE SURVEY: ARUNACHAL PRADESH
For tourists who love adventure, the state has the potential to provide attractions such as trekking, mountaineering, snow skiing, angling and river rafting
Tourists say it is very difficult to travel to most destinations mainly because of the poor road condition
54 | MYSTIC EAST COVER STORY January - February 2019
Picturesque town of Tawang attracts several Buddhist pilgrims
In this regard, the following approach- concepts of tourism activities, their promoting concept based tourism will es can be considered. planned development and market- also help to bridge the expectation Developing and Promoting Concept ing will bridge such expectation gap. gap relating to scope and facilities for Based Tourism: Tourism now-a-days Considering the tourist spot Tawang, adventure, sports and recreational ac- has become highly concept based. a number of tourism concepts can be tivities. For example, adventure tourism, ru- developed and offered to tourists. For Communication: Communication ral tourism, medical tourism, wildlife instance, Tawang has the large Mon- is a vital element of success in terms tourism etc. Concept based tourism astery based on which religious tour- of marketing and promoting a prod- development and marketing help in ism can be developed. Developing uct or service. In the study, tourists attracting a particular target group of required infrastructure to offer activi- have highlighted that there is lack of tourists. Such concept based tourism ties such as mountaineering, trekking, reliable source of information about is lacking in Arunachal Pradesh partic- paragliding etc. to tourists will give a Tawang tourism. Moreover, they have ularly in the Bomdila-Tawang tourist chance to promote and market Ad- also said that it is very difficult to trav- circuit. This has been indicated by the venture Tourism. el to the destination mainly because findings in the study that there is gap Again, providing adequate facilities of the poor road condition. There is in the expectation of tourists with re- to visit nearby wildlife sanctuaries will no rail and air connectivity to Tawang. spect to diversity of attractions. There- give an opportunity for Wildlife Tour- The expectation gap for ease of trav- fore, a variety of well thought out ism. Steps towards developing and el to the destination is 1.8 and that
55 | MYSTIC EAST STATE SURVEY: ARUNACHAL PRADESH
Buddha in Tawang monastery, gilded and decorated, is in a lotus position. It's 18 feet high
of accessibility to tourist information website should posses all relevant in- centre or offices etc. is 2 which are formation for tourists and these infor- quite high. This shows that a huge Tawang mation (address of hotels, telephone expectation gap exists in the area of Monsatery is the numbers etc.) should be regularly up- information and communication with largest in India dated. Regular meetings of govt. of- respect to the tourist spot Tawang. ficials and people from tourist estab- Adequate number of active tourist in- and second lishments, travel agencies etc. should formation centers should be set up at largest in India be held to have a collective effort in places where prospective tourists are after the Potala promoting Tawang tourism. The con- expected to visit. dition of the road to Tawang is poor. Having tourist information centres Palace in Lhasa, Immediate action should be taken to at railway stations, airports will give Tibet improve the road condition up to the access to information to prospective expectation of tourists. tourists. Govt. Tourism Department Accommodation: The quality and
56 | MYSTIC EAST COVER STORY January - February 2019
type of accommodation is a criti- local culture, dance etc. Govt. should ism in their area. Local people should cal factor for the success of tourism give a serious thought in these mat- be encouraged with proper training business. It has been seen that the re- ters by creating arrangements for and support to develop tourism relat- spondents in this study has shown a showcasing the local art forms, cul- ed business enterprises. This will also higher level of expectation gap (1.3) ture and traditions through evening creat lot of employment opportuni- for quality of accommodation. This shows, developing tourist friendly ties for the locals. is mainly due to limited and quality places for experiencing local as well Community participation will im- wise substandard level of accommo- as other cuisines, improving scope prove the behaviour and attitude of dation facilities available in Tawang. for shopping unique local items etc. locals towards tourist and the tourists Tourists have the opinion that the If we have to see growth of tourism in will also feel safe and comfortable in tariffs for accommodation is quite this area, Govt. will have to take prop- that area. high compared to the service de- er steps to develop ancillary services Focus on Sustainable Tourism De- livered. Moreover, different type of and facilities fortourists. velopment: There is a broad con- tourists such as groups, single tour- Community Participation: Without sensus among the people thinking ist, business tourist, leisure tourist, the participation of local people, tour- and working in the field of tourism special interest tourist need different ism cannot grow. All organizations development that tourism develop- type of accommodation facilities and working for the growth and develop- ment should be sustainable in na- related services. Therefore, a variety ment of tourism in this area should ture. Arunachal Pradesh is a nature’s of accommodation facilities should take steps for the involvement and paradise, which is undisturbed and be developed based on the type of participation of local community in untouched. Therefore, tourism devel- tourists and their interests to cater to tourism activities. Local community opments in this area should be sus- the needs of all types of tourists. Au- should be made aware about the ben- tainable developments. thorities should make policies so that efits that they are going to have with Sustainable tourism development hotels, resorts etc. either recruit well the growth and development of tour- should be based on encouraging trained competent people or make arrangements of proper training to the existing staff so that tourists can be served efficiently to give them a lovely memorable experience of stay- ing in this tourist spot. Such initiatives will also bridge the tourist expecta- tion gap related to Performance/ at- titude/ behaviour of people working in tourist establishments. Ancillary Services and Facilities: There are certain services and facil- ities that support and complement tourist attractions in a tourist desti- nation. A tourist, apart from visiting the important attractions of a tourist spot, wants to experience the local art, culture, cuisines etc. In the study, it has been seen that there exist sig- nificant expectation gap in the op- portunities for experiencing these. There is no night life in Tawang. Peo- ple close their establishments and markets very early in the evening. There is hardly any show to display Pnkang Teng Tso Lake remains frozen during winter
57 | MYSTIC EAST STATE SURVEY: ARUNACHAL PRADESH
The Golden Pagoda of Namsai is a Burmese Buddhist temple in Arunachal Pradesh
value based tourism by developing promotional and marketing strategy tourism businesses that focus on and its proper implementation is re- conserving cultural heritage and quired. Creating a destination brand traditional values. Informing tourists with a focus on special tourism activ- in advance about what is expected ities along with elements of differen- from them, fostering environment tiation will help to attract tourists to friendly tourism activities, mini- this destination. mum utilization of non-renewable The brand and the tourism proposi- resources and respecting local ex- tions must resonate with the expecta- pectations and assumptions should tions of tourists to encourage them to get priorities in developing tourism come and visit the place. in this area. Source: International Journal of Effective Promotion and Market- Innovative Research in Science, Engi- ing: Tourism is the biggest industry neering and Technology in the world and therefore we see presence of great number of tour- ist destinations and tourism service providers. As a result, the competi- tion in this industry is tough. In or- der to make Tawang and Arunachal Pradesh in general, a prominent tourist destination, a well thought out, practical and result oriented
58 | MYSTIC EAST