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A HOTELIER’S BIMONTHLY INSPIRATION - THE TALENT POOL SPECIAL VOL. 08 ISSUE 04 JUL-AUG 2022

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6

Choose the world’s finest from tableware to glassware and more

INSIDE

VOL 08 ISSUE 04 JULY-AUGUST 2022

10
12
14

26
30
34

38 108

44 GUESTALK 86
47 MP BEZBARUAH 88
91
MOHANKUMAR PK
93
YATEENDRA SINH
95
51
54 MARKET ANALYSIS 97
58 HOSPITALITY SECTOR WITNESSES
100
EXPONENTIAL GROWTH 104

61 EXPERT SPEAK 108
64 ROTHIN BANERJEE 114
118
F&B WORLD
68 SHATBHI BASU 124
126
TRAVEL

78 VISTARA
QATAR

PROPERTY REVIEW
SAII RESORTS THAILAND
COURTYARD BY MARRIOTT ARAVALI
THE LEELA BHARTIYA CITY BENGALURU

54 97 ASSOCIATION
HSMAI
HPMF

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8



COLUMN ANNURAG BATRA

TALENT IS
WHAT REALLY

MATTERS

OVER THE past couple of years, the hospitality industry Wyndham Hotels & Resorts’ Eurasia Regional Director
witnessed a sizeable percentage of talent migrating to other Nikhil Sharma indulges in a candid conversation with us, while
industries or professions. While some were offered the pink MP Bezbaruah, PK Mohankumar and Yateendra Sinh share
slip, others chose to make the shift for survival. They moved their insights on the matter.
to jobs they thought to be safer options and provided better
security. They also opted for jobs nearer home and offered a We explore three different niche hotel brands and
better work-life balance and manageable working hours. understand their stories – Sinclairs, WelcomHeritage and
Trance – and review select hotels in Bengaluru, Delhi-NCR
With travel bouncing back strong and guests pouring in and Thailand. We speak to the General Managers of Leela
large numbers, hotels are now endeavouring to get back the Gandhinagar, President Mumbai and ITC Royal Bengal. Qatar
employees they had to either let go during the pandemic or is also in focus as the country gears for FIFA 2022 World Cup
had decided to move on. Not that only these ‘veterans’ are on and prepares to boost itself as a sports tourism destination.
the desirable list of staging a comeback. The new talent is also,
at some level, wary and cautious, given the recent turbulent Zaid Sadiq of the Prestige Group and Sanjay Sethi of
history of the sector. In such a situation, both hotel chains and Chalet Hotels share insights into the hospitality industry from
hospitality schools are working to hone and cultivate talent owners’ perspective.
that would be suitable for the changing needs of guests and
emerge as overall leaders for the future. Moreover, for this issue, we also transcend the Indian
borders to take a look at Ciragan Palace Hotel Kempinski and
Against this backdrop, it is interesting to understand Raffles The Palm Dubai. This and much more for you to read
how the industry and the academia are working to solve this and enjoy.
issue. We explore this in our cover story with views from
experts and industry veterans. Next-generation leaders of Keep Reading!
top hospitality brands also share their views on creating a
workforce for the future. [email protected];
@anuragbatrayo

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10



MY TAKE

TALENT DOES NOT
GROW OVERNIGHT

BY BHUVANESH KHANNA

THE YEARS 2020 and 2021 were an aberration for an industry “more than two”? People… read talent.
that had seen buoyancy for years and I feel, it will see the same Infrastructure including brick and mortar can be built in 24 to
buoyancy return. ADRs, RevPAR and occupancy have pipped
2019 exits at most locations, and the few still left to achieve these 30 months on a fast crank… not talent. It takes a lot.
marks will also get there soon. The impressionable must have inclination for the industry.
Industries across categories are eyeing the very best,
Stalled projects are up and being launched after 2020 and
2021 have been erased and rightly so. Development heads are but the target talent has many options, be it moving overseas
busy like never before – as if with vengeance – signing up new as an objective and if it is domestic, then the other options
assets across locations and brand classifications. are: Hospitality, Airlines, Travel & Tourism, F&B, Manufacturing,
Consumer Durables, FMCG, IT, Automotive Sector, PR, Marketing,
In my honest view… it takes more than two to tango, the Corp Comm, Media… the list is unending.
two being brand owners and asset owners. Who, then, are the
And the finest talent makes early choices. Yes, very early

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12

MY TAKE

choices and they know well in high school what they want to HAVE A PLAN, THE WILL AND
pursue. ACT URGENTLY. THINK ABOUT

Who wants the second, third or following-best after the very THE FUTURE AND ABOUT
best have been taken or have not opted for your industry. WHAT WOULD HAPPEN IF
POACHING WAS BANNED -
Then, among the ones who have opted, the very best are WHERE WOULD YOUR TALENT
very few and taken and what is left is what comes through the
sieve last or perhaps not. Then starts the hard work of trying to COME FROM?
shape them up.
not just to the ones in hotel management institutes.
In a nation of over 130 crore, you would imagine there will be Attract talent from other industries and have a special
many who will be available and will opt. That is not how it works.
The ones available are from less than a third of the 130 crore turnaround and development plan to align them to the needs of
target middle class and within them just the ones finishing high our industry through short courses.
school of a certain target definition, is what is available.
Have a plan, the will and act urgently. Think about the future
Are all of us doing enough to sell our industry together and and about what would happen if poaching (which is a short-term
make a pitch and case across brands? plan) was banned – where would your talent come from?

You have the answers. Remember, the GOI is now waking up to the importance of
My view, we are not – or let me say that we could do a lot inbound travel and tourism for nothing else, but perhaps to save
more. Time will not be kind to the mandarins for not having done the outflow of precious forex and bring the much needed forex in.
enough at the right time. Like water, times too don’t stand still. So, inbound and domestic tourism will see a renewed push at the
It takes between five to seven years to develop any talent, federal and state levels.
hone their skills on job and put them through the paces, have
them ready to drive a finest career path to be good managers All in all, it augurs well for our industry. But we need to be
across categories and verticals… to be eventually classy, capable prepared and ready.
and successful masters of their ship… a GM, or for that matter
Heads of Development and Projects, PR, Corp Comm, Sales & The future is very, very bright for the Indian hospitality, travel,
Marketing, F&B, Chefs and then corporate roles and CXO, the tourism and F&B industry.
top boss.
While the pipeline of new assets across brands, companies Tackle the issue of talent like you would prepare for a war.
and locations are looking good, where are the people, the new Where is your war room for all the planning and exigencies at the
talent? brand and industry level?
What is happening is that brand operating companies and
owners have kept up pressure on their HR Managers and Head Ones who learn no lessons and do little to prepare for the
Hunters to scout talent… yes, poach for a better compensation future… are doing no justice to their company, brand and industry
and perks. and shall not be remembered or spoken about in good light. You
The stock is the same, just rotating through a revolving door. don’t want that to happen.
The industry needs to be worried… they need to sit and
work with hotel management institutes or as we now call them, Best wishes for ‘Project Grow Talent’!
hospitality schools, be they public sector IHMs or the private
ones, to come up with a plan and work to a timeline and targetted [email protected]
approach.
But for that, you have to sell the hospitality sector to the
impressionable youngsters.

Have a plan.
Work together via a new special purpose industry body…
may be under the aegis of Hotel Association of India or afresh
and special.
Go to high schools, make a pitch for the industry, create
curiosity and make it aspirational for the young ones.
Go to management schools churning out future managers,

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CONCIERGE

CONCIERGE

VOL. 8 ISSUE 4 JUL-AUG 2022 A HOTELIER’S HELP DESK

‘TOUCHLESS TECHNOLOGY WILL
CONTINUE TO SEE TRACTION’

BY BWH BUREAU pean Bath Lounges’ and caters to clients who bathrooms to use, he says, “Hotels’ offerings are
wish to provide a rich touch of exclusivity,” says centred around guest requirements and aspira-
FOR OVER six decades, Hindware Limited has Sudhanshu Pokhriyal, Chief Executive Officer, tions. The style quotient is backed by superior
been a household name for offering world-class Bath and Tiles Business, Hindware Limited quality, ease and convenience. This will continue
bathroom solutions and at the forefront of indus- to be as hotels invest in renovations and upgrades
try-first designs and innovations. “As India’s most He says the hospitality sector is a critical that convert existing bathrooms into ‘smart’ bath-
awarded and accredited bathroom-ware manu- opportunity area for the company. “As consumers rooms. These renovations will be driven by prod-
facturer, we work with a host of hospitality brands become hygiene and environment conscious, ucts offering touchless technology and water-effi-
to cater to their specific requirements basis audi- our vast range of ‘touch-free’ faucets and water cient solutions, to help cater to guest requirements
ence segment. Through our luxury sanitary brand, closets has emerged as the most preferred in a safe and environment-friendly manner.”
QUEO, we aim to provide a variety of choices and choice. In 2019, we introduced Automate, India’s
solutions to our hospitality sector clients. When first intelligent wall-mounted closet with symphonic On bath-ware business and expected
there is an opportunity to experience the product flushing and vortex technology in water closets growth in FY’22-23, Pokhriyal shares Hindware
in a setting such as a hotel room, that goal is which provide a distinctive flushing mechanism, has identified some consumer trends that will
heightened. The brand is positioned as ‘Euro- making it more effective while consuming less continue to be the growth drivers through FY
water. Our faucets comprising water-saving aera- 22-23. “Growing hygiene consciousness has
tors with unique PCA DC technology ensure emerged as the biggest trend that is shaping the
consistent water flow across all pressure settings demand in the industry. Apart from consumers,
have witnessed great traction in the hospitality favourable government policies pushing for
sector. We will continue to map consumer needs affordable housing will be a strong growth driver,”
and invest in product innovations that address says Pokhriyal. n
them,” he informs.

On how easy are new fancy looking hotel

WE WILL CONTINUE
TO MAP CONSUMER
NEEDS AND INVEST IN
PRODUCT INNOVATIONS
THAT ADDRESS THEM

Sudhanshu Pokhriyal,
CEO, Bath and Tiles Business,

Hindware Limited

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14



CONCIERGE

BY BWH BUREAU

SEEBA GROUP’S thinKitchen has, for years, ‘OPTIMISTIC ABOUT THE
been providing the hospitality industry with table- OPPORTUNITIES IN THE MARKET’
ware, barware, cookware and prep-ware to make
the F&B experience even better. In fact, the to provide premium products to its customers. ers that are looking for a simple recycling solu-
company launched five new brands – Mikasa, “Our portfolio includes some of the most premium tion,” explains the CEO.
KitchenCraft, London Pottery, La Cafetière and brands in the world. The products are of the high-
Typhoon – to add to its product portfolio of dinner- est quality, made using the best materials to Baldawa says the dinnerware and serve-
ware, glassware, serve-ware, beverages, storage ensure durability and resistance to wear-and-tear ware ranges like Mikasa and Denby offer unique
as well as homeware range. which is a must for the hospitality industry. Our and contemporary design to compliment all types
glassware brand, Luigi Bormioli, offers lead-free of food. “For us, innovation is also in terms of
When it comes to this wide range, crystal glass that is resistant to abrasions and services such as providing incremental support to
thinKitchen looks at several factors like end use breakages. This is because the glass is made up our customers. Like our centralised warehousing
and purpose, aesthetics and quality. “Our of SON.HYX, SPARKX, TITANIUM REINFORCED that helps with stockholding and improved deliv-
endeavour is to ensure that we have the right material types, which have been developed by ery times,” he asserts.
product selection in every category with the right the in-house R&D team,” says Baldawa.
mix of price points and variety. We aim to provide With hospitality industry picking up again
end-to-end solutions for all table tops, both He adds durability offered by thinKitch- after two years of lull, Baldawa says he is optimis-
specialty dining and all-day dining, banquet and en’s dinnerware brand, Denby, is legendary and tic about the opportunities in the market. “We
in-room requirements of any premium hotel in the stoneware comes with a 10-year guarantee. It hope to rapidly scale up the month-on-month
India,” says Anand Baldawa, CEO and Director, provides 10-year edge chip warranty on selected growth we are presently experiencing by continu-
Seeba Group. products for hospitality customers. ing to add to our existing range,” he avers. n

When it comes to quality, the Group aims Innovation is at the centre of several offer-
ings of thinKitchen which looks at upcoming
OUR ENDEAVOUR IS TO trends in the market, consumer preferences and
ENSURE THAT WE HAVE behaviour to curate products around it. “One of
the trends predominant today is eco-responsibil-
THE RIGHT PRODUCT ity. Consumers today are more environmentally
SELECTION IN EVERY and socially active. So, our portfolio offers brands
such as Kilner and Amefa which are built on the
CATEGORY ethos of Reduce, Reuse, Refill and Recycle. For
decades, one of our brands, Brabantia, has been
Anand Baldawa, helping separate waste with their multi-compart-
CEO and Director, Seeba Group ment waste management products for consum-

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16



CONCIERGE

LOGITECH: USHERING IN NEW STUDIO SERIES IS A
AND EXCITING INNOVATIONS PERFECT COMBINATION

BY BWH BUREAU compliment the lifestyle of the millennials and OF PRODUCTIVITY
adapt to their flexible working environments. Our AND STYLE CLUBBED
SWISS TECHNOLOGY company Logitech is Studio Series is the perfect combination of
the only PC peripherals brand that is creating productivity and style clubbed together,” says TOGETHER
products to compliment the lifestyle of today’s Srinivas Rao, Country Head, Logitech India.
millennial and adapting to their flexible working Srinivas Rao,
environment. The company offers a perfect Logitech’s product portfolio is intended Country Head, Logitech India
combination of latest technology packed in towards making workspace more productive,
ergonomically designed products with a vision seamless and comfortable. “Our Ergo and selves to just mobile devices. Hence, we expect
of providing consumers with best-in-class Master series focus on businesses and working a shift in trend of casual gamers shifting from
seamless experience across segments. The professionals to help them continue work with- mobile gaming to PC gaming. When casual
focus is on driving great user experiences with out any distractions. Designed for building better gamers gradually adopt to more serious gaming,
continuously reducing environmental footprint. productivity, our devices offer button customisa- they seek for wireless solutions that offers them
Logitech’s PCR programme illustrates the tion, multi-device control, scroll options, better uninterrupted and enhanced experience. “Keep-
brand’s commitment to designing for sustaina- connectivity and optical tracking. Logitech soft- ing in tune to the increased numbers in gaming
bility and ensures that plastics in end-of-life ware enables users to seamlessly switch and demand for gaming peripherals, we have
consumer electronics are given a second life. devices and copy-paste across multiple Logitech G. With Logitech G’s PRO Series,
screens. The Logi Options+ which is the power- designers and engineers work directly with
The company is committed to create ful easy-to-use, next-gen application also esports players of all genres to understand
unforgettable experiences for consumers that enables customisation for Logitech mice and demands of the evolving esports community.
go beyond just product offerings. “Our focus is keyboards so users can work how they want,” Then we integrate the needs of pro athletes into
to prioritise and drive consistency through our he explains. our process of creating the best gaming gear
products aimed at offering an integrated, effi- possible. We provide incredible speed and tour-
cient, and smooth working experience for the The company’s range of software means nament-ready design,” he says. n
customers. Logitech is a driving force in the users only need one set of devices to seam-
technology industry with over 40 years of expe- lessly work across multiple computers and
rience in designing high-quality products. We screens, regardless of OS and enables seam-
constantly strive to bring new and exciting inno- less cross-computer, cross-platform control with
vations to every product/ solution we create and drag-and-drop file sharing.
provide the best experience. We are the only PC
peripherals brand that are creating products to Over the past few years, Indian gaming
sector is getting mature and players are explor-
ing different other devices, not restricting them-

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18



CONCIERGE

HAFELE INDIA: ONE-STOP
HOSPITALITY INTERIOR SOLUTIONS

BY BWH BUREAU HAFELE RECENTLY Free Flap Fittings, Metalla 510 Furniture Hinges
LAUNCHED AN and Clever Storage Solutions like tall units, side
HAFELE SET foot in India in 2001 as a liaison pull-outs, narrow cabinets and corner units,”
office essentially handling hospitality projects for IN-HOUSE RANGE OF Das says, adding that a floor-to-ceiling sliding
its line of Access Control Systems – Dialock. FURNITURE FITTINGS solution called Aluflex “can execute the most
The growing hardware demand and the increas- LIKE UNDER-MOUNT flexible applications within your home - be it an
ing architectural maturity motivated the company DRAWER RUNNERS AND enclosure for a walk-in wardrobe or an attractive,
to start full commercial operations in India in FURNITURE HINGES life-sized wardrobe unit”.
2003 as a wholly owned subsidiary by the
name, Hafele India Pvt Ltd. With its head office in Saurav Das, Another new lauch is a comprehensive
Mumbai, 10 regional offices (including Bangla- Head – Projects & Hospitality range of Digital Lock Solutions that include
desh and Sri Lanka) with design centres in all South Asia, Hafele India Pvt Ltd models with a host of security and access
major metros and sales presence across the features along with executing different applica-
country, Hafele India has, over the last 16 years, control needs for hotel rooms and come tions like main-door security, office-cabin secu-
acquired a leading position in the Indian archi- equipped with latest technology at an approach- rity, access for hotel guest rooms and elevator
tectural hardware industry. able price point. “Earlier this year, Hafele access (RFID-based) along with Hafele’s
launched an in-house range of furniture fittings in-house range of premium interior surfaces –
Apart from its existing product range of like under-mount drawer runners and furniture Terra (added new colours to this range to provide
architectural hardware, sliding solutions, glass hinges,” he says. more options in design and applications) as also
fittings, acoustic partitions (movable walls), mini- customised sizes of Aquasys Light Mirrors in
bar, electronic safes, Hafele India has come up LATEST OFFERINGS different finish frames as well as per the size
with Hafele Autotech – Automatic Door Solu- The latest launches offered now and for future requirements of the customers.
tions. “Under this, we provide automatic sliding include a complete range of furniture and kitchen
door, swing door and revolving door solutions. solutions with assured Hafele quality. “This range COUNTERING COMPETITION
These are touch-free, effortless in operations, includes the Matrix Drawer and Runner systems, “We are a one-stop solution company where
ergonomically smart and aesthetically elegant. customers get complete hospitality interior solu-
Hafele’s high performance automatic door series tions under one roof. Not this alone, Hafele
under its SLIDO range of sliding solutions, not directly provides turnkey solutions, from design-
only conforms to the myriad expectations from ing to installation to services) for acoustic mova-
the hotel guests but delivers even more. Loaded ble wall partitions, automatic door solutions,
with functional features like modern automation, RFID locks for guest rooms, elevator access and
easy customisations, buildable configurations shower cubicle enclosures systems. Addition-
and reliable operations, these systems falling ally, we can take other turnkey jobs as required
under this series are compatible for use in differ- by customer through our Meister services,”
ent areas like hotel main entrance to lobby informs Das. He adds that their in-house team of
(revolving doors) and other public areas where customer care executives along with in-house
swing/ sliding glass doors are used to demar- trained and certified technicians manage all
cate between lobbies to restaurant, all-day after-sales service requests.
dining and business centre,” shares Saurav
Das, Head – Projects & Hospitality South Asia, “As far as tourism and hospitality are
Hafele India Pvt Ltd. concerned, there are many upcoming hotels,
resorts and rejuvenation centres across South
In addition, the company has introduced Asia and some of these located in remote loca-
an economical range of access control systems tions. With Pan-India warehouse presence and
under the Prolock series with two models PL 50 an excellent SCM network for client servicing,
and PL 200. This range is suitable for access we are the best choice,” he says. n

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CONCIERGE

Diploma course in Culinary Arts, a mega job
recruitment drive was organised at the insti-
tute by Aura Group Qatar, providing jobs and
opportunities in Qatar. “The students will
have international exposure training at Qatar
FIFA World Cup 2022. A conference on
hospitality and tourism has also been
planned. To commemorate 30 years of
successful mission, an event to achieve
Guinness Book of World Records has also
been planned and will be soon executed,”
explains Dr Ashok Kumar Antony, Director
and Academic Dean, SRM IHM.

SRM IHM: SKILLING UNIQUE OFFERINGS
TALENT IN HOSPITALITY The institute has affiliated with different bodies
to offer these courses to students. While
BY BWH BUREAU SRM IHM is offering B Sc in Hotel Manage-
ment and Catering Technology, Diploma in
HOSPITALITY EDUCATION has always been SRM IHM IS THE ONLY Hotel Management and Catering Technology
an interesting niche, and over the years, the PRIVATE COLLEGE and PG Diploma in Culinary Arts in affiliation
number of institutes offering to train students AFFILIATED TO with SRM Institute of Science and Technol-
in these skills have increased. One such ogy, B Sc in Hotel and Catering Management
institution is Chennai-based SRM Institute of NATIONAL COUNCIL OF is in affiliation with Madras University. In affili-
Hotel Management. Established in 1993, it is HOTEL MANAGEMENT ation with National Council of Hotel Manage-
accredited by Higher Learning Accreditation ment and Catering Technology (NCHMCT),
Commission of Texas and International AND CATERING the institute offers B Sc in Hospitality and
Accreditation Organisation (IAO). TECHNOLOGY IN TN Hotel Administration and the Craft Course is
in affiliation with the Employment and Training
SRM IHM offers six courses for Dr Ashok Kumar Antony, Centre, Government of Tamil Nadu. Speaking
students to learn about different aspects of Director and Academic Dean, SRM IHM about the affiliation, Dr Antony says, “This is
hotel management with the latest course – PG the only private college affiliated to National
Diploma in Culinary Arts – having commenced Council of Hotel Management and Catering
recently. Apart from this, students can choose Technology in Tamil Nadu.”
from courses such as B Sc in Hospitality and
Hotel Administration, B Sc in Hotel Manage- SRM IHM has also been recognised
ment and Catering Technology, B Sc in Hotel as the numero uno hotel management insti-
and Catering Management, Diploma in Hotel tute in India by the World Association of
Management and Catering Technology and Chefs Societies (WACS). “This allows the
Craft Course in Food Production, Bakery and students receive the privilege of being and
Confectionery, F&B Service, Front Office and listening to the most renowned chefs from
Housekeeping. across the globe,” shares Dr Antony.

NEW OPPORTUNITIES Another aspect that sets the institute
In its 30th year now, the institute has new apart from others is the fact that the 2021-22
offerings for its students. Apart from PG batch saw many students directly getting
jobs in cruise liners with salaries ranging
between US $745 and US$ 835 every
month. “The importance given to research for
both the faculty members and the students is
very significant and the experience of teach-
ers both in academics and the industry has
been the vital reason to bring about well qual-
ified students,” he avers. n

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CONCIERGE

SIMSS: IMPARTING QUALITY
HOSPITALITY EDUCATION

BY BWH BUREAU SIMSS OFFERS Science, SAP & Tally courses, MBA, Rural
OPPORTUNITIES TO Management, Guide Training, learning foreign
SINCE 1981, Swosti, a premium brand in the STUDENTS TO EXPLORE languages like French, German, Chinese, Italian
hospitality and tourism industry, has been and Spanish. It also offers short-term specialisa-
promoting the hospitality and tourism potential of NEW FRONTIERS tion courses of core departments.
Odisha across the world. In its constant endeav-
our to provide high standard services in the Prof SK Jena, “For aspiring candidates, there are a few
hospitality sector and looking at the acute short- Principal, SIMSS new hospitality programmes like DDU-GKY (Deen
age of trained and skilled manpower, Swosti Dayal Upadhaya Grameen Kaushalya Yojna) and
Group, after over 40 years of service in the field Hunar Se Rozgar Tak (HSRT), which aim to skill
of hotels, resorts and travels, entered the hospi- rural youth and provide them proper guidance to
tality education sector with Swosti Institute of build their career,” says Prof SK Jena, Principal,
Management & Social Studies (SIMSS). This SIMSS.
was in 2013 and the idea was to make a world-
class institution based on a unique blend of On how SIMSS is different from compet-
traditional as well as modern values. ing institutes in hospitality sector, Jena shares,
“It’s a wise decision to study at SIMSS as it is a
SIMSS runs various programmes part of Swosti Group of Hotels and offers oppor-
comprising Bachelor’s Degree, Master’s Degree tunities to students to help them learn more and
and Diploma in Hotel Management and Bache- explore new frontiers.”
lor’s Degree and Master’s Degree in Travel and
Tourism. Apart from other ongoing courses such SIMSS, he adds, is dedicated to impart
as Craft Courses in Food Production, F&B quality education and training to students, incul-
Service/ Housekeeping, SIMSS is planning to cate high moral, ethical and professional stand-
introduce various new courses like Skill Develop- ards among students achieving excellence
ment programmes, SPA Management, Bar through active student teacher participation and
Management, MCA/PG Diploma in Computer prepare globally competitive managers and
professionals with quality, service, leadership and
human values. n

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24



NICHE BRAND

WelcomHeritage Fernhill
Royale Palace, Ooty

SILVER LINING ON
THE TOURISM HORIZON

GUEST EXPERIENCE AND DETAILED HOSPITALITY ARE
THE PRIMARY FOCUS AT WELCOMHERITAGE HOTELS,

SAYS CEO ABINASH MANGHANI

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26

WELCOMHERITAGE HOTELS

WelcomHeritage WelcomHeritage Glenview
Jungle Home, Pench Resort, Kasauli

BY SAURABH TANKHA

FOR 25 years now, WelcomHeritage has been representing the WelcomHeritage Cheetahgarh
finest traditions of heritage hospitality and tourism in India with a Resort & Spa, Bera
unique portfolio of palaces, forts, havelis and resorts across 35 WelcomHeritage
destinations. The journey began in 1997 as a joint venture between Ramgarh, Panchkula
ITC Ltd and Jodhana Heritage. WelcomHeritage, over the last
two-and-a-half decades has traversed from remodelling
architectural marvels of heritage palaces and havelis to more
recent additions of Nature resorts and wilderness retreats to
conserve and appreciate the country’s natural heritage.

“Keeping in mind the ethos of modern India and travellers,
we have created and curated small luxury boutique stays and
resorts amidst scenic and varied landscapes of mountains, coffee
plantations, riverside resorts and heritage cities. Every property
we’ve crafted has a unique USP with each having its own
distinctive style and character, thus giving them an edge over their
competitors,” says Abinash Manghani, CEO, WelcomHeritage
Hotels, adding that the endeavour is to create a special balance
between local traditions and modern-day requirements thus
creating best-in-class authentic experience without losing the
heritage ethos, in some of the country’s most inspiring settings.
“Guest experience and detailed hospitality are our primary focus,”
he says.

The journey, shares Manghani, has been challenging yet a
fulfilling one. “We started with a mere five hotels and today we
have 40 properties under our portfolio. From havelis and palace
hotels, even one where a 320-year-old temple resides to shikaras

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27

NICHE BRAND

WE PLAN TO HAVE 65 HOTELS WITH 2,500
KEYS BY FY’25-26. WE ARE LOOKING AT
EXPANSION IN SOUTH AND EAST INDIA

WelcomHeritage
Gurkha Houseboat

WelcomHeritage destinations, number of keys and business, Manghani says,
Ayatana, Coorg “Continuing our brand expansion within the country, we have
three planned openings in 2022, including WelcomHeritage
in Kashmir, enchanting wildlife retreats to authentic cultural Azora in Fort Kochi, WelcomHeritage Ayatana in Ooty and
immersions in exotic locales across the country such as Leh and WelcomHeritage Parv Vilas, Kasauli Hills in Solan. When
Manali, WelcomHeritage takes immense pride in showcasing the operational, these properties will add 101 keys to the existing
brilliance of India’s diverse heritage,” he adds. inventory of 944 keys. We plan to have 65 hotels by FY 2025-26
with 2,500 keys in all. We are looking at expansion in south and
Despite industry-wide challenges caused by the east India, to complement our strong presence in the north.”
pandemic, WelcomHeritage’s outlook for 2022 seems set to
build upon the success of the past year as it has added From a tourism perspective, there is something for
properties in Shimla, Allahabad and Bera. Talking about the everyone in India – from rich cultural and historical heritage to the
plans for 2023 and the next five years in terms of properties, variety in ecology, terrains, natural beauty and cuisine diversity
spread across the country. But even India’s all-time high tourism
numbers are nowhere close to tourist heavy destinations like
France, United States, Spain and China. Sharing his views on the
scope for growth in India’s hospitality sector, the WelcomHeritage
chief says, “Despite setbacks in the pandemic years, the Indian
tourism and hospitality industry has emerged as one of the key
drivers of growth among the services sectors in the country. India
offers geographical diversity, attractive beaches, 37 world
Heritage sites, 10 bio-geographic zones, 80 national parks and
441 sanctuaries. According to pre-pandemic reports, by 2028,
international tourist arrivals into India were expected to reach
30.5 million and generate revenue over US$ 59 billion. However,

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28

WELCOMHERITAGE HOTELS

Technological Solutions for the Hospitality Industry

I N D I A | M A L D I V ES | M A L AYS I A

WelcomHeritage WORLD CLASS
Connaught House, Mount Abu
AMENITIES
WelcomHeritage Elysium
Resort & Spa, Shimla FOR YOUR GUESTS

domestic tourists are expected to drive the growth, post- OVER 1400 HOTELS, 110,000 ROOMS
pandemic. (Source IBEF)” ENJOY THE UNFAILING SERVICE OF WYNTRONIX

To reach out to newer audiences and target new sectors ELECTRONIC LOCKS ECO FRIENDLY MINIBAR LED LIGHTNING
in domestic travel sector, Manghani advises:
IN-ROOM SAFES HOTEL TELEPHONES GUESTROOM ACCESSORIES
Using local SEO for e-commerce – focussing more on search
engine optimisation for local audiences and geography-based OUR BRANDS
keywords

Promote local attractions, culture and tradition
Work with regional/ local influencers – Considering surge in
online searches for local travel blogs, many hotels are focussing
on collaborating with regional influencers (or locally based
micro influencers)
Promoting staycations or short breaks within or in nearby
locations
Flexible booking policies – Travellers want to stay within
drivable distance of home, and they want to be able to book
less than 30 days out – or even within the same week

Manghani is optimistic about the future and expects to
achieve at least 30-40 per cent of the business from inbound in
Q3 & Q4 of FY 2022-23. “Pre-pandemic, 80 per cent of the
business was from inbound. At present, the outlook is that
inbound tourism will begin with a moderate flow by January
2023 onwards. Domestic remains the key to growth in the
medium term,” he shares. n

WYNTRONIX INNOVATIONS PVT. LTD.

MUMBAI-DELHI-BANGALORE-KOLKATA-CHENNAI

[email protected] | www.wyntronix.com

NICHE BRAND

‘WE EXPECT 15 PER CENT
PLUS GROWTH OVER NEXT

TWO YEARS’

Sinclairs Retreat
Kalimpong

NAVIN SUCHANTI, BY BWH BUREAU
CEO & MANAGING
DIRECTOR, SINCLAIRS THE STORY of Sinclairs Hotels took off in the 90s when the company
HOTELS LTD SAYS was taken over by the present management. Back then, it had two
units and was in dire straits. The properties badly needed renovation,
THE BRAND WILL staff morale was low and there were issues related to cash flow. The
CONTINUE TO GROW present management went about diligently to bring the operations
STRONGER THROUGH under control and after a few years, the company was able to meet
costs and started making profits. Having gained confidence, the
ITS PRODUCTS AND management started scouting for sick properties that could be taken
SERVICE OFFERINGS over and turned them around. The Port Blair and Ooty properties
came into Sinclairs’ fold through this route.

With a view to developing a cluster of leisure properties in the
eastern region of the country, the company acquired 20 acres of land
in a picturesque location on a hilltop in Chalsa in the Dooars region of
West Bengal, and constructed a property with 72 cottage style rooms

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30

SINCLAIRS HOTELS

Sinclairs
Darjeeling

WE HAVE PLANS TO DIVERSIFY
GEOGRAPHICALLY AND
LOOKING AT ASSETS AT

OTHER LOCATIONS IN INDIA

Sinclairs Retreat
Dooars

with a host of facilities. Dooars was an unknown destination and in time, our assets in eastern India are spread over and hence the risk is
many ways, Sinclairs contributed to put it on the tourism map. Today, mitigated to a great extent. We have plans to diversify geographically
the property gets visitors from over 30 countries around the world. and looking at assets at other locations in India. We will continue with
Subsequently, two more Greenfield projects were completed at our approach and stick to leisure destinations and look at developing
Kalimpong and Burdwan. clusters in other regions as well.”

To expand its footprint in the eastern region, Sinclairs acquired The hospitality industry has grown but given the potential of
on lease Greenfield projects in Gangtok and Yangang. While Gangtok both domestic as well as international tourism, the scope for growth
is a well-established leisure tourist destination and sees huge footfalls is enormous. Talking on how they reach out to newer audiences, he
during the tourist season, Yangang is relatively new location in South shares, “We do it through marketing in India as well as selected
Sikkim with amazing potential. The improvement in infrastructure and countries globally. We work out special packages for them and we
connectivity in the eastern region has resulted in an increase in the have been quite successful in attracting corporates for their
number of tourists visiting the properties of Sinclairs Hotels. conferences and off-sites as well as families for weddings and other
social functions. There are weekend packages for the millennials who
On why a majority of the properties, except Ooty and Port just want to take off to chill for a couple of days from their otherwise
Blair, are located in the eastern region of the country and are there punishing schedules. Then, there are wellness packages and
plans to make the Group’s presence felt in other regions, Navin packages for school children and so on. We target each segment by
Suchanti, CEO & Managing Director, Sinclairs Hotels Ltd, says, “The meticulously catering to their special needs.”
driving force has been our focus on a cluster approach. At the same

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31

NICHE BRAND

Sinclairs Retreat Sinclairs
Ooty Gangtok
Sinclairs Bayview
Port Blair Will the trend of discerning travellers choosing to explore
Sinclairs India, its history and culture during the period of the pandemic
Yangang continue to be a part of the industry? Suchanti opines, “India has
immense tourism potential and only a few countries in the world are
blessed with such scenic natural beauty and resources. It offers
virtually everything to the travellers – from mountains and beaches to
temples and monuments. Given its cultural diversity, tourists visiting
any new destination are bound to experience a plethora of unique
offerings. There has been an increasing trend in both domestic and
international tourist movements over the past few years and while the
pandemic put brakes on this, the future potential is truly unlimited.”

The Sinclairs CEO & MD says that it has been a great
experience being part of the hospitality industry. “When we entered
the business, we had practically no knowledge of the industry. Over a
period of time, there has been lot of learnings. We were also benefitted
by our association with Xander, the private equity firm which took
stake in our company, several years ago. Since they had vast
experience of the hotel industry, we were able to gain vital insights as
well as streamline our systems and processes. As a result, today the
operations are run extremely smoothly and there are systems in place
for every exigency,” says Suchanti expecting the industry to have
largely recovered from the pandemic and look at growth of 15 per
cent plus over the next two years.

Sharing his future plans, he says, “We are a debt-free and
cash-rich company, constantly on the lookout for opportunities. Our
plans include both organic and inorganic. Apart from the existing
surplus, there will be higher operational surplus in the coming years
and we plan to use this for strategic acquisitions following both the
ownership as well as the lease model. We are uniquely positioned
between high luxury brand hotels and the budget hotels and the
segment is growing very fast. We do believe that through our
products, service offerings and expanding footprints, the Sinclairs
brand will continue to grow stronger. Our unique locations, ‘value for
money’ pricing and high quality standards will all contribute to the
growth of the company as well as the brand.” n

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32

DID YOU KNOW?

THE WORLD’S OLDEST
HOTEL IS IN JAPAN

The oldest hotel in the world has been operational since 705 AD and
has been a family business for 1,300 years. Nisiyama Onsen Keiunkan
in Yamanashi, Japan, a hot-spring hotel, has been named the world’s
oldest by the Guinness Book of World Records in 2011. Interestingly, the
the world’s second oldest hotel – the Hoshi Ryokan, which opened 13
years later – is also in Japan, roughly a six-hour drive from the Keiunkan.
Founded by Fujiwara Mahito, the hotel has been run by his descendants,
over 52 generations and lies at the foot of the Akaishi Mountains. Since its
foundation, Nisiyama Onsen Keiunkan has had all its hot water sourced
directly from the local Hakuho Springs. The hotel has 37 rooms, a kaiseki
restaurant and a moon-viewing platform.

NICHE BRAND

Anahata Retreat, Goa

‘WE FARED BETTER
THAN OTHERS DURING

THE PANDEMIC’

OUR USPs HAVE BEEN TOTAL PROFESSIONALISM,
FOCUS ON COST MANAGEMENT, CONSISTENT

REVENUES AND AUDITS, SAYS VEER VIJAY SINGH,
CEO & MD, TRANCE HOTELS

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34

TRANCE HOTELS

BY SAURABH TANKHA

IT WAS post-retirement in 2015 as the COO and Senior Vice tried moving to alternate sister industries or become entrepreneurs.
President of the Vivanta by Taj Group of Hotels that Veer Vijay Singh Thus, there is a shortage of trained staff. At Trance, we endeavour to
decided to join hands with his two lifestyle expert-hotelier sons and provide staff proper training who are working on incentivising,
start life afresh. “I had several choices like joining a large hotel chain multiskilling and loyalty even if it is for a year or two,” says Singh.
in the Middle East as a CEO or continue with the Taj Group but I
chose to be an entrepreneur. My sons and I had a brainstorming He informs that Trance Hotels has recently acquired
session whilst we were visiting South Africa and came up with our management of boutique and quaint retreat in northern Goa, Anahata
vision and the name, Trance Hotels,” says Singh, CEO & MD, Trance Retreat. “Anahata has 21 rooms, each divided into 12 wooden and
Hotels. thatch-roofed eco-chic cottages, five Portuguese suites and four
Anahata villas. All 12 are spacious, palm-thatched cabins built on
Rest, as Singh shares, have been “small and steady steps” stilts and divided into three categories: beachfront, sea view and
that Trance Hotels has taken in the last seven years. “We specialise garden view. All cottages are air-conditioned, the suites are sea view
in bespoke hotel management and consultancy services to our and are all air-conditioned with a private terrace and comfortable
owners in various hospitality fields. Trance Hotels is perfect furniture. The Anahata villas are our largest rooms, build with mango
amalgamation of the old with the new, keeping in mind our ethos. wood flooring and are air-conditioned with en-suite bathroom. They
We have not tried to expand in numbers but have been selective to don’t have a sea view but are facing a large garden,” he says.
choose unique and boutique hotels with like-minded partners /
owners. Our USPs have been total professionalism which focusses The second recent addition at Trance Hotels, post-Covid19,
on cost management and consistent revenues and audits by the has been Trance Babylon with 80 keys. Located in the Hi-Tech city,
Trance management,” adds the veteran hospitality professional who every room is provided with a complimentary RO filter bottle and can
feels the present generation of Gen Y & Z / millennial have totally be refilled from the water dispenser placed on each floor. “The
reversed the “Maslow theory on hierarchy needs” as the basic Bollywood Café offers a quick bite while the recreation zone helps
requirements of accommodation, meals, clothing and transportation them entertain them,” Singh adds.
have already been taken care of. “They need more challenges and
different handling. They have a shorter life and believe they learn Getting nostalgic, Singh shares a bit about Trance Greenfields
much more by working in different organisations. The word ‘loyalty’ Resort & Convention Centre, the first hotel with Trance Hotels since
doesn’t exist for them. During Covid19, a lot of hotel associates have 2016. “Sprawled over 24 acres of plush land, having the largest
convention centre, 45 rooms, two restaurants, a spa, a swimming
pool, lawns and recreation facilities, it offers a variety of indoor and

Trance Greenfields Resort &
Convention Centre, Hyderabad

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NICHE BRAND

Anahata Retreat, Goa Trance Babylon Hi-Tech City, Anahata
Hyderabad Retreat, Goa

THE HOTEL’S REVENUES revenues have increased over the previous years during the
HAVE INCREASED OVER THE pandemic period as we have large banquet halls and gardens.
Recently opened Trance Babylon is also showing high occupancy
PREVIOUS YEARS DURING due to it being strategically located in the heart of the hi-tech city in
THE PANDEMIC PERIOD Hyderabad,” Singh says.

outdoor activities. What’s more, it is half an hour away from the BUSINESS MODEL
financial district and the airport,” he shares. “Trance believes in strict management of properties though it was
difficult to convince owners to begin with to join hands with us.
POST-COVID PERIOD However, they slowly realised that we were in a better position to
“Trance fared comparatively better than others during the pandemic. give far more time and interest to each of their properties and take
Though we took a strategic decision of moving out from some of the corrective measures in consultation with them. Moving forward, we
properties, we noticed that the hotel owners were looking for good are considering to get a financial partner and look at lease models
management companies with professional background and/ or who also as we have been approached by several heritage property
could provide consultancy for new projects. This has been a new owners in Rajasthan,” says Singh.
avenue to our business and large number of consultancy assignments
have fallen in our lap. The existing hotels have performed well as SCOPE FOR GROWTH IN INDIA’S HOSPITALITY INDUSTRY
Goa is one of the destinations which has shown better occupancies The veteran hotelier feels the industry has shown strong revival and
and ARRs than previous years. Anahata Retreat, managed by average occupancies during off-season have started climbing over
Trance, averaged between Rs 12,000 and Rs 14,000 ARR during 65 per cent. “Average Room Rates (ARRs) have gone up by 15-20
the peak season,” says Singh. per cent though it has been driven by domestic travellers,” he says,
adding that his advice to all hoteliers is to have different segments of
He adds that Trance Greenfields Resort & Convention Centre customers and not be dependant on weddings. “I strongly urge
proved to be the favourite destination for weddings. “The hotel’s them, especially hill and sea resorts which are witnessing a large
influx of domestic tourists, to not charge extremely high rates or
ARRs and ‘kill the goose that lays the golden eggs’,” Singh says. He
also talks about the slow but steady revival of corporate clients and
MICE segment picking up. “International travel and tourists will only
show a good revival next year as the Russia-Ukraine conflict has
taken up the inflation quite high in all countries,” says Singh.

CHALLENGES & FUTURE PLANS
Singh shares that the hospitality industry needs to overcome:

a. Revival of international airlines – Unfortunately, one is

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36

TRANCE HOTELS

Trance Greenfields Resort & strategies need to be derived for cutting down large fixed costs of
Convention Centre, Hyderabad payroll, fuel, power and light and raw material. Hoping that the
government is listening and will give the due support that is required
seeing several strikes by the airline staff, cancellation of a large to bring back this industry.
number of flights. Hope this improves asap and international tourists
can start coming back. On his future plans, he says, “We have a vision to have
around 20 hotels by 2025 and also concentrate on opportunities for
b. Getting good trained manpower – Need to relook at consultancy assignments.”
manpower numbers and strategy and increased emphasis on
internal training. CAPITALISING ON NEW AND EMERGING TRENDS
The Indian hotel industry, in the last couple of years, says Singh,
c. High fixed costs – Resulting in low profits, totally new has sustained itself mainly due to weddings and some amount of
surge of domestic travellers (as we call vengeance tourism post-
Covid19). “The new trend is to focus on creating larger number of
channels for bookings and segment of customers. One is also
witnessing much shorter booking times and therefore, one will
have to plan the strategies much swifter which is mainly due to
digital marketing and customers planning for shorter holidays in
the last moment. The millennials are now looking more for
experiences rather than just cookie-cutter hotels. The high quality
wi-fi and IT is a must and if the hotel does not provide it, there’s
disaster. There is a shift from servile traditional style and hospitality
to a most informal style of service which is unobtrusive. There is a
certain wave and interest for people in wellness centres as living
has become more sedentary and there are more lifestyle diseases
due to lot of work pressures,” he feels. n

LEAD STORY

EBFRFIO‘NLRGETSASDCTEOORLSLAHETCIEPTAIVME’

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38

NIKHIL SHARMA

Wyndham Chandigarh Mohali

AMERICAN HOTEL COMPANY WYNDHAM HAS A STRONG
DEVELOPMENT PIPELINE OF OVER 30 HOTELS ACROSS BRANDS

IN EURASIA, SHARES NIKHIL SHARMA, REGIONAL DIRECTOR
FOR EURASIA, WYNDHAM HOTELS & RESORTS

BY BHUVANESH KHANNA

‘IF YOU have dreams, you already have the potential to win them. disappointed with myself.” After a few days, Sharma recalls getting
You just need to trust the process and be patiently consistent’. This enlightened by his father with a wisdom talk that shaped the bedrock
along with ‘having a student’s mind-set as it is essential to keep of his professional career.
learning throughout’ and ‘trying to grab the learning opportunities
available to you’ are among the few principles that Nikhil Sharma, “I remember him saying: ‘Let me tell you something you
Regional Director for Eurasia, Wyndham Hotels & Resorts, has already know. The world isn’t all sunshine and rainbows. It is a very
always believed in. “I feel they are important as they craft and mould mean place, and it will beat you to your knees and keep you there
you as a person, reflecting in your personality,” he says. permanently if you let it. You, me or nobody is going to hit as hard
as life. But it ain’t how hard you hit; it’s about how hard you can get
The day Sharma started his career in hospitality industry was hit and keep moving forward. How much you can take and keep
when he interviewed for India’s premier luxury chain for the position moving forward. That’s how winning is done. Now, if you know what
of Management Trainee. Reminiscing, Sharma shares, “It was held you are worth, then go out and get what you are worth. But you got
at a hotel next to the Delhi Golf Course where Field Marshal Sam to be willing to take the hit, and not point fingers saying you ain’t
Manekshaw was on the panel. Post my interview, I felt that I did not where you are because of him, or her, or anybody. Cowards do that,
perform well except for a few technical questions about which I was and that ain’t you. You’re better than that’. That was it. My career
supremely confident. Unfortunately, I didn’t make it and was journey began and I took one step at a time. I did not stop myself

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39

LEAD STORY

Hawthorn Suites by
Wyndham Dwarka

Ramada by Wyndham marketing, operational, business development, revenue
New Delhi Pitampura management and sales support activities in the Eurasia region.”

from doing things I couldn’t perform. It motivated me to work on The year 2022 marks a significant milestone for Wyndham in
those in a better way,” shares Sharma who is one of the founding India. The largest hotel franchise company in the world, with an
members of Lemon Tree Hotels and former COO of Ginger Hotels. unmatched portfolio of exceptional brands and the industry’s
simplest and most generous loyalty programme, has six brands in
WYNDHAM’S INDIA PLANS India: Wyndham, Ramada by Wyndham, Ramada Encore by
Elaborating on the role Wyndham Hotels & Resorts has entrusted Wyndham, Hawthorn Suites by Wyndham, Howard Johnson by
him with, Sharma says, “My role is to manage the growing presence Wyndham and Days Inn by Wyndham.
of over 50 hotels and 5,000 plus rooms across the Indian sub-
continent. I’m also responsible for enhancing contribution and “Despite the unprecedented challenges of the pandemic, we
revenue performance and overseeing continued brand engagement have seen strong growth over the last couple of years with new
and high-quality standards. My mission is to fulfill the organisation’s openings in culturally rich destinations including Jaipur, Varanasi,
vision of becoming a global leader in the hospitality industry by Mohali and Udaipur under the Ramada, Howard Johnson and the
scaling up its regional presence and granting enhanced support to upscale Wyndham brands. We also have a strong development
its partners during and post-pandemic world. This also includes pipeline of over 30 hotels across Eurasia, which are expected to
open by 2025,” he shares.

Sharma adds that besides opening Ramada by Wyndham
Katra in Jammu and Kashmir, the Group has recently opened
Ramada by Wyndham Gangtok Deorali Hotel and Casino which
boasts stunning views of the Himalayan mountains and offers many
amenities. “We are pleased about the upcoming wedding season
where our site, A Moment to Remember, can support those looking
to book and plan weddings at Wyndham venues across India.
Therefore, the upcoming months look promising in terms of demand
for the festive season. We are all dedicatedly working towards
making the most of it,” he says.

Sharing his views on the opportunities in India for Wyndham
and his vision, he says, “With strong growth potential, the Indian
region has been a priority market for our continuous progress. We
hit the 50th hotel mark this year, a significant milestone for us to

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40

NIKHIL SHARMA

drive the growth momentum and expand in the markets of the observed that the bookings have been as high as 700 per cent as
Indian subcontinent. Eight more are set to open in 2022. We will compared to the number of bookings at the same time last year.
continue to take the necessary steps to offer affordable and best This is a good sign of recovery and we expect the trend to continue
services to our customers in the region.” He adds that there are in the foreseeable future. Pre-bookings (from June-December) for
ambitious expansion plans for the upcoming years and Wyndham is room nights have increased by 650 per cent compared to last year
looking forward to continuing to grow its brand portfolio across the and room revenue has increased by 230 per cent. Overall, we
region with a strong focus on Tier II and III cities. expect positive growth this year as travellers are keen to get back to
exploring their favourite and new destinations.”
In post-pandemic scenario, Sharma says he has observed
that leisure hotels happened to be the predominant driver of As a customer-first organisation, Wyndham has introduced
performance till April 2022. “Thereafter, we saw business hotels several measures to encourage flexibility and ensure the safety of its
outperforming all the other properties for the first time since February customers and employees. “Our Wyndham mobile app is one of
2020. In the current scenario, the growth metric has improved and them. From easy booking of hotels to getting a full account of their
the leisure segment and business travel have picked up as travellers Wyndham Rewards profile, preferences and payment methods, the
are determined to travel irrespective of the season. Both the Wyndham mobile app is designed to combine the benefit of
segments are doing well, and we foresee a great demand and convenience and easy navigation for a user. The app’s recent feature
forward bookings for upcoming months,” he says. (Road Trip Planner) takes convenience to the next level and
empowers travellers to map their future trips within minutes. Our
PRESENT-DAY HOSPITALITY INDUSTRY customers can take advantage of our hybrid meeting solution which
Elated that the hospitality and travel industry has bounced back combines the best of live-streaming and in-person participation to
with a positive growth outlook for the business, Sharma says, “We streamline their workflows while working remotely,” he avers, adding

Ramada by Wyndham Ramada by
Gangtok Deorali Hotel Wyndham Aligarh
and Casino
GT Road

Ramada by Ramada Encore
Wyndham by Wyndham
Amritsar Bangalore

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41

LEAD STORY

TODAY, I’M RAISING AN
ORGANISATION BY WEARING

MULTIPLE HATS AND
PERFORMING DILIGENTLY

Ramada by
Wyndham Khajuraho

Ramada by Wyndham unparalleled access to our award-winning Wyndham Rewards
Jaipur Jaisinghpura loyalty programme and its members. We are consistently
introducing new initiatives and programmes to support our
that they also launched the ‘Work from Wyndham’, the first-of-its- partners and their guests,” he informs.
kind work-cation initiative to enable guests to work from the hotels
and get a perfect combination of productivity and tranquility. TALENT CRUNCH?
In a period of ups and downs during the last two years plus due to
The adoption of contactless solutions and digitalisation that the Covid19 pandemic, finding and retaining talent has been a major
has accelerated tremendously during the ongoing global pandemic, issue for the hospitality industry. Explaining how Wyndham hires,
feels Sharma, will stay for the foreseeable future. “It has created a manages, hones and retains talent, Sharma shares, “We strongly
new outlook for the industry. Today, people have grown accustomed believe in hiring the best talent as they reflect our overall brand and
to remote working, with companies introducing new policies to act as the face of the company. At Wyndham, we have a ‘Count on
provide flexibility, autonomy and work-life balance to their employees. Me’ culture that supports celebrating team members across the
This has led to an increase in domestic travel, pushing extended- company who demonstrate our core values and competencies such
stay and workcations in high demand from visitors and developers. as integrity, innovation, business acumen and more. Over the last
Besides this, most travellers and guests have now prioritised health year, we introduced a talent engagement programme, which is
and wellness and choose hotels based on their safety protocols. As available on Wyndham’s internal digital platform, Wyndham
a result, hoteliers have a larger responsibility to be aware of the University, to approximately 470 hotel partners across EMEA and
social, ethical and environmental issues,” he opines. contains over 160 tools and resources. These include dedicated
webinars, podcasts, videos and other materials to attract, nurture
To maintain a healthy relation with its property owners, and retain talent. The toolkit consists of numerous resources from
Wyndham takes a people-first approach to business and ensures wellbeing and productivity to team member development, where
adding value consistently for its partners. “Our owners are at the managers can learn about their leadership style, the gift of feedback
centre of everything we do. We offer the scale and distribution of and building relationships with trust and understanding.”
the world’s largest hotel franchising company, along with
The Regional Director for Eurasia, Wyndham Hotels &
Resorts EMEA started his career as a Hotel Operations Management
Trainee with Taj Group. “Today, I’m raising an organisation by
wearing multiple hats and performing diligently. In the current
scenario, the industry has slowly started to recover from the ill-
effects of the Covid19 pandemic and we can expect a positive hiring
rate across different departments of the hospitality industry in the
coming future,” he says, adding that education plays an important
role as it prepares the talent before one enters the industry.

“Some important skills and values must be imbibed in the
individual to perform in an actual, practical situation. For example,

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42

NIKHIL SHARMA

Ramada by Wyndham
Gandhidham Shinay

hospitality sectors require skills like leadership, multi-tasking, very passionate about the travel and hospitality industry, it makes
flexibility, time management and the ability to communicate well. It me feel at home. When not juggling between multiple zoom calls, I
requires a lot of patience and knowledge to grow in this industry, love to go for long distance runs, read nonfiction and binge-watch
and in return, the hospitality industry provides ample opportunities on OTT,” says Sharma who has also co-authored a book, Rumi &
to shape careers,” avers Sharma. Kabir Consulting.

WORK-LIFE BALANCE “In my experience, I have seen a bustling, Hobbesian and
To be a successful hotelier, Sharma believes that there have been progressive corporate life but it can still get quite depressing. Hence,
certain attributes that have helped him grow. “First is the hunger to I always keep my mind at peace by doing things I love and enjoy. To
learn every day and a commitment to ensure customer satisfaction. achieve balance, you must dedicate yourself to each moment by
No other reward is satisfying beyond customers’ good feedback. being fully present in what you are doing. Our mind, body and soul
Leadership is also an essential quality that brings collective efforts should align to perform every work we do. In the Bhagavad Gita,
to a team. In hospitality industry, it is always the team behind any Lord Krishna gives reference of samatva when he says, ‘Success
appreciation of work and one must hold the leadership quality to and failure are treated alike’. Hence, the Bhagavad Gita promotes
attain sustenance in the job. Enthusiasm, another major attribute, is Karma Yoga to come closer to samatva ie equanimity,” he explains.
the zeal to work every day that makes the work ongoing. Some
days can be monotonous, but a hotelier must keep a smile to hustle Having worked with many mentors and industry professionals,
every day. Lastly, one should be self-disciplined and organised to Sharma opines the experience is always two ways. “I make sure I
perform multiple simultaneous tasks,” he opines. adapt, learn new things from people and share my knowledge. I
have achieved great success in my life with all the support and
While the industry is notorious for work-life balance, the learnings I got throughout my initial phase and it is only onwards
scale is constantly shifting positively, with more organisations and upwards till today,” he says.
pushing for a better work-life balance for their team members, feels
the ever-smiling Sharma. “One must learn how to balance both and, His mantra in life: “I believe if you keep your happiness as
in the process, one has to ensure it’s enjoyable. That’s how I pursue your priority, you will excel in all aspects of life, whether work or
things to achieve balance in between. It is a juggling act. Since I’m anything else. As I’m an avid traveller and a foodie, I ensure to
expand my list to explore and visit new places as it fills me with
immense joy,” concludes Sharma. n

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OWNER’S PERSPECTIVE

FOR PRESTIGE GROUP, JW Marriott Bengaluru Prestige
HOSPITALITY ASSETS Golfshire Resort & Spa
WERE ALWAYS A
NATURAL EXTENSION
AFTER RESIDENTIAL,
COMMERCIAL AND

RETAIL PROJECTS, SAYS
EXECUTIVE DIRECTOR
ZAID SADIQ

‘HOSPITALITY ASSETS
REQUIRE PATIENCE,
PERSISTENCE & PASSION’

BY BULBUL DHAWAN

DID YOU know that Aloft Bangalore, Angsana Oasis Spa & residential projects in Bengaluru, Chennai, Kochi, Hyderabad,
Resort, Conrad Bengaluru, JW Marriott Bengaluru Prestige Mangalore, Mysore, Ahmedabad, Gurugram, Pune, Delhi and
Golfshire Resort & Spa, Oakwood Premier Prestige, Oakwood Noida before venturing into the world of hospitality. “As a real
Residence Prestige, Sheraton Grand Hotel & Convention Centre estate company, we have had presence in multiple asset classes.
at Whitefield and Twenty Four Hotel have one thing in common? Hospitality as an asset class was a natural extension. Our first
All these hotels under different brands are owned by the Prestige foray into hospitality was a resort property (Angsana Oasis Spa &
Group, a property development company in South India. Resorts) on the outskirts of Bengaluru,” shares Zaid Sadiq,
Executive Director - Liaison and Hospitality, Prestige Group.
Founded in 1986 by Razack Sattar, the Bengaluru-based
Group developed several commercial, retail, logistics and Ever since there has been no looking back – with the

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44

PRESTIGE GROUP

Sheraton Grande Bengaluru Whitefield
Hotel & Convention Center, Conrad

THE PRESTIGE GROUP’S
LATEST HOTEL PROPERTY
OPENED ITS DOORS FOR
GUESTS IN MARCH THIS YEAR

Oakwood
Residences

latest property JW Marriott Bengaluru Prestige Golfshire Resort unique experience, opines Sadiq. “Hospitality assets require
& Spa welcoming guests in March 2022. “The JW Marriott patience, persistence and passion. We have all three along with
property was envisaged more than a decade ago as part of our confidence that if we create good assets with good operators at
golf resort and once the golf course got ready and was rated good locations, good valuations would be the inevitable
the best in the country, we felt the time has opportune to build outcome,” he explains. In fact, Sadiq says that due to these
an upper upscale property with a large convention component,” distinctions, the hospitality business is cyclic over a longer time
he adds. frame than other asset classes. “Thus, a hospitality asset will be
more a function of valuation over time than ROI in any given
While Prestige is a real estate developer with several year,” he asserts.
commercial and residential properties, hospitality industry is a

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OWNER’S PERSPECTIVE

ACROSS ITS
HOSPITALITY
PROJECTS,
THE PRESTIGE
GROUP HAS
PARTNERED
WITH DIFFERENT
OPERATING

BRANDS

Oakwood Premier,
Bengaluru

Across its different hospitality projects, the Prestige Sheraton Grande Bengaluru Whitefield
Group has partnered with different operating brands, including Hotel & Convention Center, Conrad
Marriott International and Hilton. Explaining how they decide to
partner with hotel brands, Sadiq says, “We evaluate each asset forward-moving approach, the Group is now on a real estate
based on the best fit for that asset with the brand offering strategy that is leading it northward to geographies like Mumbai
across all major operators. This latter thinking has, at present, and Delhi. “This explains our new hospitality assets in Delhi
resulted in a majority of our assets being with the Marriott Aerocity and BKC Mumbai. Additionally, the focus on South
Group. Each location is evaluated based on the positioning of India-based assets continues with projects coming up in Kochi
the asset on the economy to the luxury scale and thereafter on and Chennai besides Bengaluru itself,” Sadiq avers. At present,
the prospective user profile and the best brand that will align the Group has 1,237 keys and based on the current portfolio,
with the prospective guest/ business profile. The operator expects it to reach to 2,765 keys by 2026. n
results from this strategic waterfall.”

As the industry attempts to revive itself from the
devastating impacts of the pandemic, new trends have emerged
that need to be kept in mind. Discussing these changes from an
owner’s perspective, Sadiq says, “All our operators are global
companies. Their emphasis on hygiene has always been very
deep. This emphasis is now being progressively augmented
through screening, touchless technology, air quality management
and staff health monitoring. There is an active blend of emotion
and technology that is being fostered to give confidence to the
guest in both real and virtual terms.”

So far, Prestige Group’s position as a South India-centric
developer caused it to keep all of its hospitality assets
concentrated in the southern part of India. Always keeping a

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46

CHALET HOTELS

‘HOSPITALITY INDUSTRY
GOING THROUGH AN
INTERESTING PHASE’

CHALET HOTELS LIMITED MD AND CEO SANJAY SETHI
TALKS ABOUT THE COMPANY’S CORE VALUES,

UPCOMING PROJECTS AND THE HOSPITALITY INDUSTRY

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OWNER’S PERSPECTIVE

The Westin
Hyderabad Mindspace

BY BULBUL DHAWAN

INTEGRITY. AGILITY. Efficiency. Collaboration. Sustainable JW Marriott
Development. Respect. These are the six core values that act as the Mumbai Sahar
growth pillars for Chalet Hotels Limited. And it is to these values that
Sanjay Sethi, MD and CEO of the Group attributes the performance DEVELOPING SUCCESS STORIES
delivery and long-term strong relationships with international brands “It has been more than three decades of never-a-dull-day kind of a
such as Marriott and Accor. journey, speckled with moments of high-energy people
engagement, crisis management, some innovative initiatives and
Chalet Hotels, incorporated in 1986, is a part of K Raheja lots of fun blended with a tiny little bit of stressful moments. All in
Corp and an owner, developer, asset manager and operator of all, an exciting journey so far,” is how Sethi defines his experience
high-end hotels in Mumbai, Pune, Hyderabad and Bengaluru. in the industry. For a seasoned hotelier like him, development
From one hotel in 2002 to seven properties with more than 2,500 process of hotels is all about the first-mover advantage and that is
keys today, its growth trajectory has been tremendous. When it something he prides on. “Historically, all our properties have been
comes to numbers, the Group has a market capitalisation of over
Rs 6,000 crore.

“The company’s DNA lies in identifying strategic locations
and efficient and sustainable design and development of properties.
Each asset is located in high-density business districts of metro
cities such as the Mumbai Metropolitan Region, Hyderabad,
Bengaluru, and Pune with high barriers to entry. Present across
nodal cities in the country, the hotels in the portfolio play an integral
role in driving the economic development of new business districts
and the overall development of the economy,” explains Sethi,
asserting every aspirational mixed-use space that Chalet offers is
unique in its qualities and attributes.

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CHALET HOTELS

Novotel Pune Bengaluru Marriott
Nagar Road Hotel Whitefield

WE HAVE HAD SIGNIFICANT The more than two- decade-long relationship of Chalet with
SUCCESS IN KEEPING Marriott International reflects the historical synergies between both
PACE WITH THE LATEST brands and the commitment to the mutual growth. “However, the
MARKET TRENDS partnership is non-exclusive both ways,” Sethi insists. Chalet’s portfolio
used to be a healthy mix of Marriott and Starwood hotels but one
the first luxury hotel or best brand in the market when they came bought out the other causing it to seem a little one-sided affair. In recent
up at a respective location and have been leading hotels in their years though, Chalet has forged a new relationship with Accor Hotels
respective markets,” he avers. and Hyatt Hotels and is in conversation with other brands for its
upcoming projects.
What’s interesting is that most of these hotels are in partnership
with the Marriott Group. “We like to believe that we sign up a brand for PREDICTING TRENDS
our hotels as per what fits the individual location best. The drivers could For any hotelier, it is important to understand market trends and
range from the target segment of guests or the positioning of the hotels customer requirements. In case of Chalet, this is where the act of
we build. It is based on the source market of our target audience and predicting trends comes in. “Attempting to evolve business accordingly
the play of the loyalty programme,” explains Sethi. is a trend in itself. The way businesses capitalise on new trends
determines their success. The hospitality industry is ever-changing and
to stay ahead of the curve, we map our business strategy that aligns
with the broad direction of the overall industry for the benefit of long-
term business planning. We have had significant success in keeping
pace with the latest market trends which are reflected in our long-term
success story,” explains Chalet MD and CEO.

UPCOMING PROJECTS
Chalet, after remaining in south India for a while, has now forayed into
the northern region of the country. The Group was recently declared
as the successful bidder for the DIAL development of a hotel at the

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OWNER’S PERSPECTIVE

GENDER DIVERSITY IN THE
HOSPITALITY INDUSTRY HAS
INCREASED OVER THE PAST

FEW YEARS

Four Points by Sheraton, T3 in New Delhi. The hotel, expected to be commissioned in or before
Navi Mumbai Vashi FY2026, will comprise 350-400 rooms and will be positioned in the
five-star luxury segment. The Group also plans to enter leisure
destinations like Goa and hill stations at drivable distances from metro
cities. In Pune, Hyderabad and Bengaluru, where the Group is already
present, Chalet will be expanding its portfolio. “We have a few ongoing
projects including the new commercial towers in Bengaluru and
Mumbai which are moving rapidly towards completion. The second
phase of renovation at Westin Powai is underway and is expected to be
completed by December 2022,” reveals Sethi.

In Hyderabad, a 168-room new hotel is expected to be
operational by the last quarter of the current financial year while at
Novotel Pune, 88 rooms are on track for completion by October this
year. Chalet is also evaluating the upgradation and conversion of the
Accenture Learning Centre building at Bengaluru at 190 rooms to the
erstwhile 324 rooms at Marriott Whitefield. That will take the total
inventory above 500 rooms.

VIEWS ON HOSPITALITY INDUSTRY
Sethi feels the industry is passing through an interesting phase. “We
witnessed tremendous growth in the last few years which was then
affected by the Covid19 crisis. However, it remarkably bounced ‘back
to normal’. This reflects the huge potential of the sector and its manifold
growth in the future. The industry is making efforts to become more
sustainable by creating jobs and helping conserve local culture and
environment. Moreover, gender diversity in the hospitality industry has
increased over the past few years and the number of women in the
workforce is steadily increasing,” he shares.

In a constantly evolving environment, hotels must continuously
keep up with the very latest trends to ensure business growth – be it
marketing efforts, business models or embracing the latest hospitality
technologies, opines Sethi, adding, “Several international brands have
entered the local market which has given guests multiple choices
across a wide variety of experiences and price points. The industry is
gearing itself to address the millennial and Gen Z mind-set through
product and service innovation.” n

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