Our brand spirit book ‘The brand is the soul of our product’ Introduction Our brand is probably one of the most important assets we have. Our success depends on how our guests perceive our brand. This handbook is a mini induction on the Trance Hotel’s brand promise and how it can be brought to life through customer experience. More importantly, it highlights the ethos of Trance Hotels, which is required to uphold our brand promise. Sections 1. Who we are 2. What is a brand? 3. For whom we exist as a brand 4. Our brand promise 5. Our product experience 6. Our service experience 7. Our role 1. Who we are Trance Hotels is the perfect amalgamation of the old with the new, keeping in mind the ethos of its founders, father-son duo, Veer Vijay Singh and Suryaveer Singh. Representing the old values of hoteliering with the enthusiasm of modern service standards, at Trance we believe that guests should not have to choose between Business and Luxury, but get the best of both worlds. Veer Vijay Singh Managing Director & CEO A hotel industry stalwart, Veer Vijay Singh brings with him over 40 years of experience in the field, having worked with the Taj Group of Hotels from the mid-70s, when he started his career as a trainee chef. He has spent the last 6 years launching and growing the Vivanta by Taj Brand as their Chief Operating Officer. Under his guidance Vivanta opened 17 new properties, making it an independent division of the Taj with over 40 hotels spread across 7 different countries. Through his leadership Vivanta was declared the ‘Third Best Hotel Brand’ in the world by Condé Nast Traveler USA in its Annual Business Travel Awards, 2013. The division’s revenues increased manifold under Veer Vijay as well, strategist qualities, organisational handling, from Rs 600 crores in 2009 to over Rs 1800 communication and relationship building skills, crores in 2015. An international hotelier, Veer he was responsible for vision making and Vijay has overseen operations of hotels in strategizing for over 40 Hotels (5500 Rooms) as Australia, Sri Lanka, Malaysia, Bhutan, Egypt, COO of Vivatna, where he was active in building Dubai and Africa. Vivanta into an internationally relevant hotel brand. Singh’s experience is based on a strong knowledge of hoteliering, which he has Veer Vijay has been honoured with the ‘HALL gained over the years through several key OF FAME - Lifetime Contribution in Hospitality’ responsibilities. One of the first seminal roles Award organised by Pacific Area Travel Writers in his career was heading the F&B departments Association (PATWA) at the ITB Berlin, 2013 and of the Taj properties in New Delhi, where he was honoured once again with the ‘HALL OF launched iconic signature restaurants like the FAME’ Award by Hotelier India Magazine in 2014. Tea House of the August Moon and the Orient In his quest to improve and contribute to the Express. hospitality industry, Veer Vijay has been actively Through the years, he has helmed several involved in prestigious national level hospitality Business and Luxury hotels as their General federations such as the Hotel Association of Manager including the Taj Banjara Hyderabad, India (HAI) where he was an Executive Member Taj Bengal Kolkata, Taj Samudra Colombo and and the Federation of Hotel and Restaurant the Taj Krishna Hyderabad, where he was also Association of India (FHRAI). He also co-chaired dually responsible as the Area Director of the Taj the Tourism and Hospitality Committee of GVK Hotels. Under him the Taj Krishna won the the Indian Merchants’ Chambers. At state and ‘Best Premium Business Hotel’ Award in the year regional levels he participated as an Executive 2001 by Hotel & Food Service and the ‘Best Hotel’ Member of the Hotel and Restaurant Association Award at the Taj Business Awards for Excellence. of Western India (HRAWI), and was the President of the Hotel and Restaurant Association of Andhra His experience renovating the Taj Banjara, Taj Pradesh for six years. Krishna and Taj Samudra, as well as overseeing the development of 17 greenfield properties Veer Vijay has also served as a Director on the has contributed to his vast knowledge of hotel boards of TAL Lanka Hotels PLC, United Hotels development and projects. During this time Veer Ltd, Inditravel Ltd and Taj Trade and Transport Vijay’s instrumental role in coordinating between Ltd. Owners, Designers, Architects, Project Managers Apart from his official travel, Veer Vijay likes and Operations allowed for these properties to to spend time with his family, often enjoying be built and launched in record times. holidays with them. He is a keen sportsman, Known for his strong leadership & preferring tennis and golf in his free time. A graduate of École Hôtelière de Lausanne in Switzerland, Suryaveer has worked in various capacities across geographies around the world for some of the best luxury hotel brands. After intensive training at acclaimed properties such as the Four Seasons Hotel Bangkok, Taj Exotica Maldives and the Beau Rivage Palace Geneva he was offered a position by Four Seasons Hotels at the famous Beverly Wilshire in Los Angeles, California. A natural food and beverage hotelier, he worked extensively with the hotel’s F&B department before being given charge of the property’s in-room-dining operations, learning the finer intricacies and luxury brand standards of this iconic hotel. During his time at Beverly Hills he was encouraged by Four Seasons to undertake a wine degree at the Court of Master Sommeliers, where he received his certification. Thus began a lifelong appreciation of wine, which Suryaveer imbibed into his professional role, gaining for himself numerous accolades and awards from his peers. After his time in Los Angeles, he was offered the challenging opportunity of being part of a team to launch Four Seasons’ largest Food and Beverage outlet, Sundara at Bali, Indonesia. The 300 seater beach club cum formal dining restaurant was a revolutionary product by the chain, and was touted as one of Suryaveer Singh their most illustrious fine dining outlets. Executive Director Promoted to the position of Wine Sommelier of the resort and Restaurant Manager of Sundara, Suryaveer was responsible for running the restaurant’s daily operations and played an important role in tripling Four Seasons Bali’s beverage revenues, in the process achieving the highest score in the company for LQA and Coyle mystery guest surveys. A firm believer in continuously evolving his skill-set, he received training from renowned Spanish cocktail makers and became well versed with cutting edge trends in the world of mixology as well. When not at work, Surya likes to spend his time travelling, long distance endurance running, cricket and further exploring the world of wine. Our Consulting Partners Marketing Deepa Misra Harris and the Tata senior leadership team Founder & CEO of and member of the governing boards of BrandsWeLove, Deepa is Taj Public Service Trust fund, GVK-EMRI, a branding, marketing, Taj GVK, TAJ Lanka, Piem Hotels, Taj hospitality solutions Karnataka, NIHL hotels, as well as a Global consultancy expert. Till Marketing Advisory Board member of March 2015 she was Leading Hotels of the World and Ministry the Global head of Sales of Tourism Experience India Society and & Marketing for Taj Hotels, core member of the Tata brand Council. Resorts and Palaces, with 127 hotels worldwide across 4 brands. She has over She has a Masters Degree in English 30 years of Sales, Marketing & Branding Literature from Lady Shri Ram College, experience in the hotel industry. Delhi University and has attended professional marketing and leadership Deepa’s expertise spans Strategy courses from Cornell University and the formulation & execution, Brand building, Indian School of Business. Development & Systems, all aspects of Marketing, Sales & Distribution, CRM, Loyalty, PR, image management and multi-platform execution across diverse geographical marketing. As head of Rohinton Commissariat Marketing she was instrumental along Rohinton was part of the team with her team in developing the Brand that created the Taj brand Architecture framework for the Taj architecture project, Group and the conceptualisation and that culminated with implementation of new brands whilst the launch of two new reinventing the Taj brand. Recently, Deepa brands - Vivanta by initiated the revamp of the new Loyalty Taj & Gateway Hotels. program and the Digital Transformation for He has varied experience the Taj. She has a proven track record in across industries, ranging from Godrej delivering consistent double digit growth soaps, Ceat tyres and travelocity.com to in turnovers and for building robust leader name a few. Apart from brand management, brands. he specialises in communication, advertising, marketing, research, public Deeps was also part of the Taj Excom relations, C.R.M etc. Our Consulting Partners Design Food & Beverage Kitchen Project Management Kamal and Arjun Malik Shirin R Batliwala Chef Jatinder Uppal M.M Parvathy Kamal, was born and raised Shirin R. Batliwala served as Jatinder Uppal, is currently A seasoned professional with 40 in Shimla in the pristine the Vice President of Food & the Food and Beverage years of experience with the Taj group of Hotels & Resorts environs of the Himalayas; Beverage of Indian Hotels Analyst & Corporate Chef she has been instrumental it is no surprise that, even Co Ltd. She served as Vice at Stark Hospitality. He in the launch of the brand today, nature remains the President of the Managing brings with him vast Vivanta by Taj. She has source of his inspiration. experience of over 40 Director’s Office of Indian also been involved with the He completed his architectural Hotels Co. Ltd. and as its years in the industry where roll out of the brand in the pre- studies at the School of Planning and Vice President of Coordination of the Luxury he was part of the preopening team of many existing properties of the Taj.