BW HOTELIER NOV-DEC 2023

BWHOTELIER.COM `300 A HOTELIER’S BIMONTHLY INSPIRATION - THE BLEISURE SPECIAL VOL. 09 ISSUE 06 NOV-DEC 2023 FROM BOARDROOMS TOBEACHES

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6 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BW Hotelier does not accept responsibility for returning unsolicited manuscripts and photographs. All unsolicited material should be accompanied by self-addressed envelopes and sufficient postage. Published and printed by Annurag Batra for and on behalf of the owners, BW Businessworld Media Private Limited. Published at 74-75, Scindia House, Connaught Place, New Delhi-110001, and printed at Sundeep Press C-105/2, Naraina Industrial Area, Phase-I, Delhi - 110028. Editor: Annurag Batra. © Reproduction in whole or in part without written permission of the publisher is prohibited. All rights reserved. members of FIPP - the worldwide magazine media association COVER IMAGES: COVER: TAJ BENGAL FIRST COVER: RANJIT BATRA SECOND COVER: JESPER PALMQVIST BWHOTELIER.COM BWHOTELIER.COM `300 A HOTELIER’S BIMONTHLY INSPIRATION - THE BLEISURE SPECIAL VOL. 09 ISSUE 06 NOV-DEC 2023 FROM BOARDROOMS TOBEACHES 74-75, SCINDIA HOUSE, CONNAUGHT PLACE, NEW DELHI-110001 CHAIRMAN & PUBLISHER: ANNURAG BATRA CEO BW COMMUNITIES: BHUVANESH KHANNA OPERATIONS CONTROLLER: AJITH KUMAR L.R. EDITOR: SAURABH TANKHA TRAINEE CORRESPONDENT: PRIYANSHU PRIYA ART DIRECTOR: DINESH BANDUNI ASSISTANT ART DIRECTOR: RAJINDER KUMAR EXECUTIVE PRE-PRESS SCANNING: SANJAY JAKHMOLA ADVERTISING: AMIT BHASIN, NILESH ARGEKAR SUBSCRIPTION: VINOD KUMAR CONTACT [email protected] FOR EDIT, ADVT OR SUBSCRIPTION QUERIES

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8 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com INSIDE VOL 09 ISSUE 06 NOVEMBER-DECEMBER 2023 COLUMN ANNURAG BATRA 10 MY TAKE BHUVANESH KHANNA 12 CONCIERGE A HOTELIER’S HELP DESK 14 MILESTONE DAIKIN 22 EXPERT VIEW VIVEK GANGISHETTY 24 BRIJESH PRATAP SINGH RATHORE 26 VIKARM GOEL 28 INDUSTRY VOICE FAITH 32 UP CLOSE KHUSHNOOMA KAPADIA 34 LEAD STORY RANJIT BATRA 36 JESPER PALMQVIST 48 GUESTALK ANSHUMAN MAGAZINE 44 GAURAV POKHARIYAL 46 MEET THE GM SHEETAL SINGH 54 NALIN MANDIRATTA 58 ARNAB CHATTERJEE 62 GIRISH GANESHAN 66 GUEST ANALYSIS MANDEEP LAMBA 70 COVER STORY FROM BOARDROOMS TO BEACHES 74 BEYOND BORDERS MIRAAYA WELLNESS & GOLF RESORT 86 F&B WORLD CAPTAIN’S CELLAR 90 YI JING 92 TRAVEL DHORDO VILLAGE 94 BAHRAIN 98 TRAVEL TRENDS BOOKING.COM 96 EXPERIENTIAL TRAVEL RANN UTSAV - THE TENT CITY 102 PROPERTY REVIEW PILIBHIT HOUSE 108 SHOWTIME THE GM SHOW SEASON 2 114 46 54 102 In BWH Sept-Oct 2023 issue, the photo credit for IHA event & winners along with profile photos of Patu Keswani, Nakul Anand and Anil Chadha goes to Naval Kishor

10 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com THE GROWING BUSINESS OF BLEISURE THE CONCEPT of ‘bleisure’ in the hospitality industry is transforming the way professionals approach their workrelated trips now. In fact, ‘bleisure’ has witnessed a significant rise, particularly during the period of the pandemic, and has since become an integral part of the sector. This shift was partially driven by remote work becoming common, allowing professionals to work from various locations. Postpandemic people increasingly combined business trips with leisure experiences, making the most of their time away from home. Hotels and accommodations have adapted to cater to ‘bleisure’ travellers by offering flexible booking options, comfortable workspaces and leisure amenities. Businesses too have recognised the benefits of incorporating leisure into their corporate travel policies, promoting employee well-being and productivity. As a result, ‘bleisure’ has evolved into a core aspect of the hospitality industry, and hotels and businesses alike continue to innovate to meet the unique needs of this hybrid traveller demographic. In this issue of BW HOTELIER, we look at this new phenomenon. Our Lead Story highlights Ranjit Batra, President of the Hospitality division at Panchshil Realty, whose visionary leadership has reshaped city skylines with ground-breaking and sustainable real estate ventures. STR’s Senior Director for the Asia Pacific region, Jesper Palmqvist, helps us with a thoughtful analysis of the past year, along with an understanding of the key factors that contributed to business growth and that will lead the way forward. While we get up, close and personal with Nalin Mandiratta, Sheetal Singh, Arnab Chatterjee and Girish Ganeshan in Meet The GM column, HVS Anarock President (South Asia) Mandeep Lamba, in Guest Analysis, shares an optimistic outlook for the year 2024. We travel to the heart of Kutch to have a first-hand experience of Rann Utsav – The Tent City crafted by Evoke Experiences. And then reach Haridwar where we find solace and comfort at IHCL SeleQtions’ Pilibhit House located on the banks of River Ganges in the heart of the holy city. We also take a quick look at important happenings around, especially Puneet Chhatwal getting elected as the Chairman of the Federation of Associations in Indian Tourism & Hospitality as also the opening of Yi Jing, the fine-dining offering at ITC Maratha in Mumbai and the new wine lounge restaurant, Captain’s Cellar at Taj Mahal, New Delhi. All this and much, much more in this issue of BW HOTELIER. Keep reading! [email protected]; @anuragbatrayo COLUMN ANNURAG BATRA

12 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com REVIEWING THE STATE OF INDIAN HOSPITALITY, TRAVEL, TOURISM, AND F&B IN 2023 In the realm of Indian hospitality, 2023 has been a transformative year. The industry has shown remarkable adaptability, embracing technological advancements, sustainability practices, and evolving consumer preferences. As travel and tourism rebounded, hotels and resorts across the country welcomed a surge in A YEAR OF TRIUMPHS FOR INDIAN HOSPITALITY AND BW HOTELIER BY BHUVANESH KHANNA MY TAKE AS WE bid adieu to 2023, it’s only fitting to take a moment to reflect on the dynamic landscape of Indian hospitality, travel, tourism, and F&B. This year has been a rollercoaster ride, marked by resilience, innovation, and unwavering determination in the face of challenges. Simultaneously, BW Hotelier has not only weathered the storm but has emerged as a beacon of excellence, setting new benchmarks and achieving remarkable milestones. REFLECTING ON 2023 AND CHARTING THE COURSE FOR 2024

MY TAKE 13 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com demand, emphasising the need for personalised experiences and enhanced safety measures. The food and beverage sector, always at the heart of hospitality, saw a renaissance with chefs pushing boundaries and experimenting with unique culinary fusions. From local delicacies to global gastronomic trends, Indian F&B outlets have become hubs of creativity and indulgence, catering to the diverse tastes of an ever-evolving clientele. PEERING INTO THE CRYSTAL BALL: PREDICTIONS FOR 2024 As we gaze into the crystal ball for 2024, the future appears promising for the Indian hospitality, travel, tourism, and F&B sectors. The integration of cutting-edge technology will continue to redefine guest experiences, with innovations such as contactless check-ins, virtual concierges, and augmented reality enhancing the overall stay. Sustainability will take centre stage, with environmentally conscious practices becoming non-negotiable for both consumers and businesses. The industry is set to witness a surge in eco-friendly initiatives, from zero-waste kitchens to carbon-neutral travel options, paving the way for a greener and more responsible future. In the realm of F&B, the culinary landscape is poised for further evolution, with a focus on locally sourced, organic ingredients and a celebration of regional flavours. Experimental dining concepts and pop-ups will capture the imagination of food enthusiasts, fostering a culture of culinary exploration. CELEBRATING BW HOTELIER’S TRIUMPHS IN 2023 Amidst the dynamic industry landscape, BW Hotelier has stood tall, celebrating a series of successes throughout the year. The publication has produced six stellar print issues, each delving into the latest trends, interviews with industry leaders, and insightful analyses that have kept our readers informed and engaged. Online, BW Hotelier has garnered superlative viewership, reinforcing its position as a digital powerhouse in the realm of hospitality journalism. The active social media presence has further amplified the brand’s reach, fostering meaningful conversations and connections within the industry. The pinnacle of our achievements was the BW Hotelier Indian Hospitality Summit and Awards 2023, the IHA-2023, held at the Pullman New Delhi Aerocity on October 20 and 21. The summit was graced by luminaries from the Indian hospitality, travel, tourism, and F&B industry, including the Hon’ble Minister of Petroleum and Natural Gas and Minister of Housing and Urban Affairs in the Government of India Shri Hardeep Singh Puri who, as our Chief Guest, inaugurated the two-day summit and the Hon’ble Governor of Kerala Shri Arif Moammad Khan who presided over the Awards night as the Chief Guest. It was a testament to BW Hotelier’s commitment to providing a platform for industry leaders to collaborate, share insights, and celebrate excellence. As we close the year with the highly successful Diversey BW Hotelier GM Show Series Season 2, it’s evident that BW Hotelier has not just reported on the industry but has actively shaped and contributed to its growth. This season, comprising 36 episodes, marked a significant expansion from Season 1’s 20 episodes. Around 200 Regional Heads, Area Directors and GMs participated, exceeding the 124 from Season 1, making Season 2 a testament to the growing appeal and influence of BW Hotelier in bringing together thought leaders from the hospitality sector. The show has become a platform for meaningful discussions on crucial topics, setting new standards for thought leadership in the Indian hospitality space. It not only showcases the diversity of perspectives within the industry but also provides valuable insights that resonate with professionals across the country, from North to South and East to West. In conclusion, 2023 has been a year of triumphs for Indian hospitality, and BW Hotelier has played a pivotal role in shaping the narrative. As we step into 2024, the future is bright, and we are poised for even greater accomplishments, driven by innovation, collaboration, and an unwavering commitment to excellence. Cheers to a year well-lived and to the exciting journey that lies ahead! [email protected] THE PINNACLE OF OUR ACHIEVEMENTS WAS THE BW HOTELIER INDIAN HOSPITALITY SUMMIT AND AWARDS 2023, THE IHA-2023, HELD AT THE PULLMAN NEW DELHI AEROCITY ON OCT 20-21

CONCIERGE 14 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com CONCIERGE VOL. 9 ISSUE 6 NOV-DEC 2023 A HOTELIER’S HELP DESK CUSTOMISED FOOD SOLUTIONS FOR INDIAN PALATE BY BWH BUREAU IN A bustling response to the evolving preferences of health-conscious Indian consumers, Cargill Innovation Centre (CIC) in India is carving its niche by steering insights-led innovation. Established in 2022, the CIC collaborates with a spectrum of food manufacturers, embracing both large enterprises and small to medium-sized businesses, to craft locally tailored food solutions that resonate with the diverse tastes and preferences of the Indian market. One pivotal aspect of CIC’s approach is the incorporation of Cargill’s global expertise in food solutions and its keen understanding of unique consumer trends in India. According to Cargill’s proprietary Trend Tracker 2023 study on global food and beverage industry, Subin Sivan, Marketing and Commercial Excellence Leader at Cargill’s Food Solutions business in South Asia, notes, “India is a vibrant consumer market offering immense growth potential for food and beverage manufacturers.” WE ADOPT A CUSTOMER-DRIVEN APPROACH AND PROVIDE R&D SUPPORT Kunal Yadav, B2B Commercial Leader, Cargill Food Solutions The study reveals that Indian consumers are placing a significant emphasis on health-conscious choices. Sivan emphasises, “With growing demand for products that are healthier and high on sensory experiences, our customers count on us for innovative solutions.” The trends showcased by Cargill’s study reflect a discerning consumer base – one that prioritises immune-boosting, digestive wellness, gut health, and higher fibre content. “Healthy for me” is a resounding theme, with consumers in India showing a preference for products that boast fewer, familiar, and natural ingredients. The study indicates 82 per cent Indian consumers read on-pack health claims while making purchasing decisions. Recognisable ingredients are a key consideration, with nine in 10 consumers actively seeking products with ingredients they can identify. Under the banner of “Experience it,” CIC acknowledges the shifting preferences towards indulgent snacks with health benefits. The study reveals that 28 per cent of Indians have increased their consumption of indulgent snacks in the past year, emphasising the demand for snacks that offer both indulgence and health benefits. Sivan highlights the role of CIC in meeting these demands: “We leverage our global expertise, coupled with unique consumer insights and deep experience in the Indian market, to build trend-based, customised food solutions.” Some noteworthy solutions emerging from the Cargill Innovation Centre for the Indian market include Protex DS, a vital wheat gluten substitute enhancing cost efficiency for bread and rusk manufacturers, and Elite Choice, India’s first flavoured aerated cookie shortening – a trans-fat-free innovation transforming cookies for a lighter, crispier experience. In addition to locally developed solutions, CIC is adapting Cargill’s global innovations for the Indian market. RadiPure and Protex E8001G, natural, plant-based pea proteins, cater to the dairy and beverage industries, providing superior mouthfeel and a healthier alternative to protein. Epicor, a post-biotic ingredient for gut health, is making strides in the dairy, confectionery, and bakery industries, focusing on health and nutrition in India. Kunal Yadav, B2B Commercial Leader at Cargill’s Food Solutions business in South Asia, underlines the customer-driven approach: “We adopt a customer-driven approach and provide R&D support to create end-to-end food solutions and offerings for our customers.” n

15 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY BWH BUREAU AS THE global market continues to evolve, European companies are setting their sights on India, a country with a burgeoning consumer base and a growing appetite for international products. In a recent discussion among three European Union delegates, Adriana Rudnicka, Managing Director of PPH EWA-BIS Sp. Z o.o., Dr. Ignacio Sánchez Recarte, Secretary General of CEEV-Comite European des Enterpris, and Claire Geroudet, Export Manager of FICTFrench Federation of Processed Meat and Deli-Meat Companies, shared insights into their marketing strategies and expectations for the Indian market. EXPANDING HORIZONS WITH QUALITY AND VARIETY Adriana Rudnicka, spearheading the operations of Ewa-Bis, expressed optimism about the growth of their products in India. She emphasised the importance SYNERGY OF EUROPEAN QUALITY AND INDIAN PREFERENCES of pricing and detailed a significant increase of 20–40 per cent in planning. Rudnicka’s proactive approach included regular meetings with importers. “We started with the numbers in October, and every next day, we go into Mumbai. I meet with my importer in Dubai,” Rudnicka stated. When addressing portfolio diversification, she emphasised the vast range of products her company offers. “We have a very big portfolio, and we are exporting not only fresh apple and milk powder but also a lot of goods from Poland. European food is famous for its good quality, and I think the clients in India are interested,” she explained. However, challenges such as agreements and market restrictions limit the export of certain products, like blueberries, despite being a significant European producer. NURTURING INDIA’S BUDDING WINE CULTURE Dr Ignacio Sánchez Recarte shed light on the wine sector, acknowledging the relatively young Indian wine market. He highlighted the importance of adapting to the tastes of Indian consumers while underscoring the diversity of European wines. “Europe can propose more different wines. The sizes and varieties from the south of Spain to the north of Germany, from the east of France to the west of Romania, are so different that Europe can propose more different ones,” he remarked. When discussing the significance of the Indian market for European wine companies, Dr Recarte identified the United States, the UK, Switzerland, and India as the main markets, emphasising the potential for wine consumption in the Indian hospitality industry. EXPLORING NEW FRONTIERS IN CHARCUTERIE AND DELI PRODUCTS Claire Geroudet, representing the French Federation of processed meat and deli-meat companies, CONCIERGE discussed plans for entering the Indian market with their diverse product range. “Next year, we will begin the first export to India of our product. We need to do more communication for the new consumer to better know the quality of our products,” she explained. Claire identified hospitality as their primary target market in India, leveraging the convenience of restaurant consumption. She also highlighted the importance of e-commerce to better target consumers and streamline distribution. As European delegates set sail for the Indian market, their diverse strategies converge on a common goal: to establish a lasting presence and meet the evolving needs of Indian consumers. These companies are cultural ambassadors, bringing a taste of their heritage to Indian consumers’ diverse palates. n

CONCIERGE 16 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com WASHINGTON APPLES STAGES A COMEBACK IN INDIA BY BWH BUREAU DID YOU know that India has been one of the top three markets for Washington Apples? Probably not. However, Indians were deprived of them due to the disruptions in supplies due to tariff issues in 2019. But the matter has been resolved. The Washington Apple Commission, in collaboration with the US Embassy’s Office of Agricultural Affairs, initiated the new season of Washington Apples in India recently with an event at The Leela Palace in New Delhi. Clay Hamilton, Minister Counsellor for Agriculture Affairs at the US Embassy in New Delhi and Master Chef Sanjeev Kapoor graced the occasion, along with Mark Stennes, Chairman of the Washington Apple Board of Directors. Todd Fryhover, President of the Washington Apple Commission, expressed the importance of the Indian market for Washington Apples. “With the resolution of tariff issues, we are optimistic about regaining a competitive position in the Indian market,” said Fryhover. Sumit Saran, In-Country Marketing Representative for the Washington Apple Commission, acknowledged the challenges faced in 2019, stating, “The disruption not only impacted trade but also left discerning Indian consumers longing for the high quality and taste of Washington apples.” He emphasised the positive outcome, stating, “We are pleased that the difficult days are behind us, and Indian consumers can once again enjoy the quality and taste of Washington apples as in the past.” Highlighting the significance of the seasonal aspect, Saran added, “The season for Washington apples peaks when the season for Indian apples ends, ensuring good-quality apples are available to Indian consumers throughout the year.” The lifting of the 20 per cent retaliatory tariffs on US apple and other agricultural imports by the Indian government is seen as a positive step towards fostering growth in the Washington apple industry. The industry now aims to regain its standing and compete effectively in the Indian market. In conclusion, the event marked the re-establishment of Washington Apples in India after a period of trade challenges. The focus now shifts towards rebuilding and expanding market share in a region where the demand for high-quality apples remains strong. n THE DISRUPTION NOT ONLY IMPACTED TRADE BUT ALSO LEFT DISCERNING INDIAN CONSUMERS LONGING FOR THE HIGH QUALITY AND TASTE OF WASHINGTON APPLES Sumit Saran, In-Country Marketing Representative, Washington Apple Commission

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CONCIERGE 18 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com INNOVATION ON THE PLATE: IFFCO’S NEXT CHAPTER IN CULINARY EVOLUTION BY BWH BUREAU IN THE era of culinary innovation, one company aims to provide professionals and home enthusiasts with an unparalleled range of high-quality food products and solutions. IFFCO Group, a multinational FMCG giant, has been crafting tasty experiences for generations, earning a reputation as a stalwart in the culinary landscape. With presence in 50 countries and 95 facilities worldwide, IFFCO boasts a workforce of 15,000 associates. The group’s expansive portfolio, featuring over 80 brands, spans five continents. Andrey Dribny, Managing Director emphasises the company’s commitment to delivering excellence, stating, “Our diverse range of brands and meticulously crafted products catalyse chefs and culinary enthusiasts, empowering them to explore and elevate their culinary skills.” IFFCO operates a dedicated manufacturing facility in India, producing whipping cream, cooking cream, and soft-serve mixes Essentials” that leverage vital local ingredients, seamlessly bringing the out-of-home culinary experience into homes. Over the next three years, IFFCO plans to introduce distinctive, market-specific products, embark on global expansion initiatives, and formulate unique recipes to set them apart in the competitive Indian market. IFFCO has distinctive edge in the hospitality sector, stemming from their extensive global exposure and comprehensive proficiency across diverse categories. “Our approach harmoniously blends global prowess with unwavering local commitment, providing a distinctive and unparalleled advantage within the dynamic landscape of the hospitality sector,” Dribny states. The Company’s multifaceted operations across various verticals allow for seamless integration of insights and collaborative product development. The company’s dedicated local field team ensures a robust level of customer intimacy, resulting in products and services finely attuned to local tastes and usage patterns. Founded in 1975, IFFCO Group’s Culinary Division is on a mission to honour and seamlessly integrate the rich heritage and unique flavours of Indian cuisine into their offerings through Heritage Platforms. The carefully curated portfolio, including condiments, creams, and soft-serve products, enhances taste experiences and introduces fresh and delightful flavours to elevate culinary creations. IFFCO’s commitment to providing the best food portfolio is evident in their strategic move labeled “Pantry Essentials.” This initiative aims to transform kitchens into hubs of gastronomic innovation, bringing out-of-home experiences into homes and solidifying IFFCO’s position as a leader in crafting tasty experiences for generations. n WE AIM TO PRESENT AN UNPARALLELED FOOD PRODUCT PORTFOLIO TAILORED FOR CULINARY PROFESSIONALS & HOME ENTHUSIASTS Andrey Dribny Managing Director, IFFCO Group under the PRISTINE brand. This localised approach ensures alignment with the discerning tastes of the Indian market, showcasing the company’s dedication to understanding and meeting local preferences. Looking towards the future, IFFCO has set ambitious goals for the next year. Dribny shares, “In India, we aim to present an unparalleled food product portfolio tailored for culinary professionals and home enthusiasts.” The vision includes a strategic focus on “Pantry

CONCIERGE 20 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com VOX AIMS TO REVOLUTIONISE INDIA’S ARCHITECTURAL LANDSCAPE BY BWH BUREAU A COMPANY from Poland, with a rich international portfolio and 30-year legacy, has set its sights on India, bringing a unique blend of aesthetics and sustainability to the forefront. In the last five years, VOX has made its mark in 40 countries globally. Sharing the VOX India journey, Varun Poddar, Founder, says that it all began five years ago when a successful joint venture was established to expand its presence beyond Europe. “VOX is a three-decade-old Polish company and is present in 40 counrtries. We reached out to them and tried a joint venture for the Indian market. We were successful in convincing the owner and said, ‘Let’s expand to India’,” he says. The company’s focus in India revolves around customisation and adapting its extensive product range to the needs and preferences of the Indian market. Poddar mentions, “We started bringing their product ranges down one by one and started observing how the market response was - what the architects and the builders preferred and subsequently, customised the portfolio for India.” The core focus in India has been on ceiling and flooring products, with a keen understanding of the gap in the market. He emphasises,“Ceiling products, flooring products — there is a certain gap in the Indian market currently, and these products did better for us than the other products that we had.” He further highlighted their vision, stating, “We aim to become a one-stop solution for all interior and exterior design products with a focus on providing extremely good quality to the Indian customer.” The company’s commitment to quality and value for money is evident in Poddar’s statement, “We believe that the Indian customer wants quality but he wants value for money too. We are here to provide all product ranges, keeping these two as a core belief of how to provide the maximum value for money and good quality to our customers.” When the conversation shifts to their presence in the hospitality industry, Poddar shares insights into completed and ongoing projects. He mentions collaborations with renowned hotel chains and highlights their success in projects like Ginger Hotels in Bengaluru. In the realm of sustainability, he highlights the company’s commitment to environmentally responsible products. He states, “Our products are aesthetically appealing to the customers. We prioritise making environmentally responsible products. Also, all our products are 100 per cent recyclable.” Looking ahead, Poddar unveils exciting plans, including the development of a facade system that requires no substructure. He shares, “We are at advanced levels of testing these products currently, and I think by mid-next year, we should be able to launch these facade products which will require no sub-assembly installation.” This untold story of a Polish interior design company making waves in the Indian market symbolises the journey of quality, sustainability and innovation in the arena of interior and exterior design. n WE BELIEVE THAT THE INDIAN CUSTOMER WANTS QUALITY BUT HE WANTS VALUE FOR MONEY TOO Varun Poddar, Founder, VOX India

MILESTONE 22 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com DAIKIN’S QUANTUM LEAP BY BWH BUREAU THE COMPANY MARKS STRATEGIC MILESTONE WITH COMMERCIALISATION OF THIRD INTEGRATED MANUFACTURING FACILITY IN SRI CITY, ANDHRA PRADESH IN A significant stride toward fortifying its path to prosperity, Daikin Air-conditioning India Pvt Ltd, a wholly owned subsidiary of Daikin Industries Ltd, Japan, officially announced the commencement of operations at its state-of-the-art integrated air-conditioning and compressor manufacturing facility in Sri City, Andhra Pradesh. This move underscores Daikin’s commitment to advancing manufacturing capabilities and meeting the burgeoning demands of the market. This strategic move also underscores Daikin’s unwavering commitment to pioneering technology, sustainable practices and fostering regional growth. Masanori Togawa, President & CEO, Daikin Industries Limited, Japan; Yasushi Yamada, Senior Executive Officer, DIL, Japan; Nivruti Rai, Managing Director & CEO, Invest India and Sujan Chinoy, Director General MP– IDSA & Former Indian Ambassador to Japan inaugurated the facility in the presence of Kanwaljeet Jawa, Chairman & Managing Director of Daikin India. This strategic initiative underscores Daikin’s steadfast dedication to driving technological innovation, embracing sustainable practices and catalysing regional development. Daikin notably is the principal investor in the Production Linked Incentive Dr R Reddy, Founder & MD, Sri City; Taga Masayuki, Consul-General of Japan in Chennai; Sujan Chinoy, DG MP – IDSA & former Indian Ambassador to Japan; Nivruti Rai, MD & CEO, Invest India; Masanori Togawa, President & CEO, Daikin Industries Ltd, Japan and Kanwaljeet Jawa, CMD, Daikin India

DAIKIN 23 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com (PLI) program in the air-conditioning category, which has been implemented by the government to encourage domestic production of air conditioners. “The commercialisation of our new manufacturing plant in Sri City is a momentous occasion for Daikin. This facility will not only enhance our production capabilities but will also strengthen our position as a leading provider of energy-efficient and sustainable HVAC solutions in the region. With this factory, Daikin’s production capacity receives a substantial boost, further solidifying our commitment to growth in India,” said KJ Jawa, Chairman & Managing Director, Daikin India. He added, “This expansion marks a pivotal moment in our journey, poised to make a significant contribution to Daikin’s continued success in the country and fostering long-term partnerships that drive mutual success. In addition, Daikin holds the distinction of being the primary investor in the government’s Production Linked Incentive (PLI) scheme, actively championing the drive for domestic manufacturing of air conditioners.” Commenting on the occasion, Masanori Togawa, President & CEO, Daikin Industries, said, “We have about 100 production units globally and a customer base in over 170 countries, but India holds a special significance. As we expand our manufacturing footprint in India, we reemphasise the importance of India in Daikin’s global vision. The country’s dynamic market and skilled workforce align perfectly with our mission, and we are confident that the new facility will not only elevate the standard of HVAC solutions but also contribute significantly to the growth of the industry in India and the surrounding regions.” The recently inaugurated plant boasts cutting-edge technology and aligns seamlessly with Daikin’s stringent benchmarks for quality and sustainability. Engineered to optimize production workflows, this facility guarantees the punctual delivery of Daikin’s acclaimed products to customers not only in India but also beyond its borders. Breaking ground in April 2022, the company has not only swiftly concluded the construction but has also successfully implemented installations ahead of schedule, exemplifying its commitment to efficiency and excellence. Underscoring the company’s steadfast dedication to sustainability and environmental stewardship, this cutting-edge factory resonates with Daikin’s vision of attaining Net Zero greenhouse gas emissions by 2050. Devoted to the creation of eco-friendly air conditioning solutions, the facility focusses on serving markets in West Africa, Sri Lanka, Bhutan, Nepal, Bangladesh, the Middle East, South America, and East Africa. This strategic initiative exemplifies Daikin’s commitment to advancing global environmental goals while providing innovative climate solutions across diverse regions. n

EXPERT VIEW 24 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY VIVEK GANGISHETTY demonstrates the industry’s adaptation to modern technologies for improved guest satisfaction. 3 On Departure (Re-Targetting): The use of data analytics and technologies like Artificial Intelligence and Machine Learning can help hotels understand guest needs proactively and optimise procurement channels. Guest engagement starts even before the guest comes to the hotel. Today, there are a number of guest facing tools that are available to interact and collect guest preferences including dietary preferences, arrival time and in-room amenities. Also, these tools are effective in communicating local nuances and cultural prerequisites. For example, if a guest is travelling to a jungle resort, the must-carries, dos and don’ts of the jungle and safari timings etc can be communicated with ease with specific questions being answered back from the same platforms using NLP engines. I feel the use of conversational AI is the future of hospitality business just as are use of tech platforms that offer on demand content which is already catching up and use of virtual bots which are on the rise. We can foresee non-invasive guest tools like virtual concierge, voice automations and facial recognition being deployed in India, most of which are in pursuit of enhanced guest satisfaction. CLOUD SOLUTIONS have been at the forefront of digital transformations for most of the industries across the world and hospitality is no aberration. In my view, we are one of the largest client facing industries with multiple tiers of interactions. Every hotel would like to manage these three aspects of business: 1 Guest Interactions 2 Employee Engagement 3 Owner Engagement Guest comforts become primary to build sustainable revenue channels for hotels. However, it is usually not as easy as it looks. Each guest has their preference and is usually very complex. Hotels have invested extensively on human intelligence over the years to manage guest engagements. However, with unprecedented growth in inventory and demand coupled with shrinking skilled human resources, use of technology becomes imperative to manage the guest interactions effectively. There are three different phases to effective guest engagement: 1 Pre-Arrival: Utilising guest-facing tools to collect preferences, dietary information, and cultural nuances is a proactive approach to enhance the guest experience. 2 On Arrival: The use of conversational AI, virtual concierge, voice automation, and facial recognition ENHANCED GUEST COMFORT, OPERATIONAL EFFICIENCY AND CLOUD SOLUTIONS

VIVEK GANGISHETTY 25 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com Few hotels have used tech enablement coupled with human interactions beautifully to cover every aspect of a guest journey right for the point of looking for hotel booking to departure. In a traditional set up of server-based technology, it has been observed that the data either is redundant or unhygienic while cloud enables the data to be collected multiple sources with greater accuracy. For example, a guest travelling to one of the partner hotels in India should be visible for a check-in anywhere in the world. Cloud technology enables it with ease and it eases the data collection across the hotels in a group. Once the data collection process is streamlined, data analytics become easier and more accurate. Cloud technology enables to run complex data analytics on the available data to ensure guest needs are proactively looked into. The usage of underlying technologies like AI and ML will enable hoteliers to save costs by optimising procurement channels. Today’s guests have greater expectations from technology while at the hotel. Gen Z is already asking for a complete frictionless check-in and in room automation. However, I foresee a comprehensive usage of human capital and technology. The hotels in South Asia are implementing contactless IRD ordering, usage of concierge tools to look for places to visit nearby and order some local merchandises, with open tech architecture, cloud providers are now able to connect to various hotel partners and get them under one roof enhancing the guest satisfaction manifold. When the guest leaves the hotel, the underlying algorithms help the hoteliers be in constant touch with them, understanding their travel and pain-points in customer journey, the analytics coupled with AI and ML and platforms like meta for business provide clear advantage to hotels that use technology effectively. I strongly believe the hotels should evaluate comprehensive digital transformation strategies encompassing all the stakeholders instead of looking at user department related deployments. The hotel leadership teams are now investing more time and effort into persona change and digital outlook. However, I foresee more strategic positions being opened by hotel management companies to handle the strategic tech implementations, this in the next decade or so will completely change the way business is done to counter both demand and supply redundancies. n AUTHOR BIO: Vivek Gangishetty is Head of Sales – India & South Asia, RMS Cloud CLOUD TECHNOLOGY ENABLES TO RUN COMPLEX DATA ANALYTICS ON AVAILABLE DATA TO ENSURE GUEST NEEDS ARE PROACTIVELY LOOKED INTO

EXPERT VIEW 26 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY BRIJESH PRATAP SINGH RATHORE with water and a few basic chemicals which were generic in nature. These methods were labourintensive, leaving the job perceived as a menial task. The industry has now transitioned to sophisticated, technology driven solutions. Companies have introduced solutions based on formulated chemistry, providing tailored solutions for specific cleaning needs. This move towards specialisation has also elevated the perception of cleaning roles, transforming them from menial tasks to professional careers with a sense of dignity. At Diversey, for instance, our comprehensive sustainable range of products, services and technologies combine our industry-leading expertise and 100 years’ experience with passion and the latest innovations to deliver the most effective, seamless, cost-effective, and sustainable solutions. As a solutions partner, we work alongside our customers to maximise impact and care for their assets, environments, and people. The cleaning industry is now embracing automation as well, with a gradual shift towards robotic cleaning. This shift not only reduces the physical strain on workers but also enhances efficiency and precision. Initially dependent on imports, these technologies are now readily available in India, further democratizing access to advanced cleaning solutions. IN THE fast-paced world of travel, the hospitality industry has witnessed a significant shift in guest expectations over the years, fuelled by increased disposable income and the rising frequency of travel. This evolution has not only shaped the demand for high-end accommodations but has also spurred advancements in cleaning and hygiene technologies to meet the changing needs of the discerning traveller. CHANGING LANDSCAPE OF TRAVEL The surge in business and leisure travel, including medical tourism and pilgrimage, has reshaped the hospitality sector. Modern travellers expect more than just a place to rest; they demand an environment that meets high standards of cleanliness and hygiene, particularly in the postCovid era. This shift has intensified competition within the lodging sector, prompting establishments to invest in better services to stay ahead in a highly competitive market. TECHNOLOGICAL ADVANCEMENTS IN CLEANING The cleaning technologies have also seen a parallel evolution to keep up with the changing industry. The earlier days were directed by manual cleaning methods – relying on brooms and brushes along CLEANING AND HYGIENE TECHNOLOGIES IN HOSPITALITY

BRIJESH PRATAP SINGH RATHORE 27 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com CONCENTRATES AND PRECISION DOSING: MAXIMISING EFFICIENCY Amongst other factors, as space becomes a premium in hospitality establishments, and attrition rates pose challenges, cleaning practices have evolved from bulk usage to concentrates and super-concentrates. The evolution of the cleaning agents can be broadly seen from water to generic cleaning agent to formulated products. With the advent of concentrated and super concentrated products, the manual dosing systems have given way to mechanised, precision dosing systems that optimise costs, reduce waste and provide complete control to the investor over the products. This shift not only streamlines operations but also addresses environmental concerns by minimising resource usage. TOWARDS A SUSTAINABLE FUTURE In today’s world of increasing resource scarcity – including water, energy, materials, and labour – we need to achieve more with less for the well-being of today’s generations and for future generations. The next wave of cleaning technologies focuses on sustainability. With a growing emphasis on being carbon-neutral or even carbon-negative, the industry is actively working towards reducing carbon emissions, minimising plastic waste and adopting recyclable materials. The products have begun to be directed by high concentration to reduce packaging, less reliance on inputs in terms of water and electricity. The narrative is shifting towards environmentally conscious practices, with a surge in demand for green products and businesses that align with sustainable industrial practices. This is also directed by the fact that the sustainable parameters have become a part of business performance evaluation. On the front end of the business as well, being green and sustainable has become a great business differentiator with the customers as well, holding significant value in the overall value proposition. The evolution of cleaning and hygiene technologies in the hospitality sector mirrors the changing expectations of guests. From a manual, generic approach to a tech-driven, specialised one, the industry has come a long way. As the focus shifts towards sustainability, the hospitality sector is poised to continue its trajectory towards providing not just comfortable stays but also environmentally responsible and hygienic experiences for the modern traveller. n AUTHOR BIO: Brijesh Pratap Singh Rathore is VP - Indian Subcontinent (Professional) & Global Strategic Accounts - APAC THE INDUSTRY IS ACTIVELY WORKING TOWARDS REDUCING CARBON EMISSIONS, MINIMISING PLASTIC WASTE, AND ADOPTING RECYCLABLE MATERIALS

EXPERT VIEW 28 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY VIKRAM GOEL AI-DRIVEN REVOLUTION reshaping kitchen operations. Amidst the hustle of kitchens filled with manual burners, pots, pans, and grills, a silent revolution is unfolding to simplify complex kitchen operations. The synergy between AI-powered equipment and culinary expertise has given rise to robust, smart kitchen appliances that enhance kitchen operations with unprecedented precision. Meeting the demands of an increasingly diverse customer base defines the essence of modern foodservice brands. The incorporation of AI-powered commercial kitchen equipment has empowered numerous foodservice brands to flourish by providing personalised offerings that cater to individual preferences and cultural sensitivities. AI-enabled smart appliances have become the backbone of modern professional kitchens, streamlining complex cooking processes on a large scale while requiring minimal manual intervention from chefs. Their AI capabilities THE WORLD of culinary arts is evolving daily, propelled forward by advancements in technology. In recent times, AI-powered smart Combi ovens with voice assistance and optical visualisation have become the driving force behind transformative changes in professional kitchens. This article explores how this innovative technology enables chefs to deliver customised dishes with unparalleled efficiency, creating unforgettable dining experiences for patrons. In today’s dynamic landscape, technology is making unprecedented breakthroughs, with Artificial Intelligence (AI) at the forefront of these transformations across various sectors. From healthcare to finance, AI has reshaped traditional processes by infusing efficiency, precision and elevated customer experiences. The hospitality industry, always at the vanguard of technology adoption, is witnessing a significant impact within the culinary sector, where the integration of smart technology and culinary expertise is ENHANCING CULINARY EXCELLENCE IN PROFESSIONAL KITCHENS

UNOX 29 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com complement the boundless artistry of chefs globally. Imagine a kitchen where chefs can command ovens through their voices. Voiceassisted AI technology is already revolutionising the foodservice sector, allowing chefs to multitask effortlessly. This hands-free approach enables chefs to concentrate on flavours, textures and plating, while the oven dutifully follows their instructions. Optical visualisation technology is another groundbreaking innovation witnessed in the foodservice sector through new-age smart Combi ovens. These AI-equipped ovens visually assess the loaded food, selecting optimal cooking programs. This fusion of art and science ensures consistent and flawless results, regardless of a chef’s experience level, transforming the oven into a creative partner pushing the boundaries of innovation. Beyond culinary creativity, AI-driven kitchen operations contribute to enhanced efficiency and sustainability. Accurate predictions of cooking times and resource requirements minimise wastage, presenting a strong case for both economic and environmental benefits. AIequipped kitchens are not only serving delicious dishes but also contributing to a greener planet. As machine learning and sensor technology continue to advance, the relationship between chefs and AI-driven equipment will deepen. This collaboration promises more innovative culinary creations, heightened sensorial flavours, and even more memorable dining experiences. As professional kitchens continue to embrace AI-enabled solutions, the future of culinary excellence in the foodservice industry rests in the hands of both chefs and ever-evolving AI systems. n AUTHOR BIO: Vikram Goel is Managing Director, Unox India Pvt Ltd OPTICAL VISUALISATION TECHNOLOGY IS ANOTHER INNOVATION WITNESSED IN THE FOOD SERVICE SECTOR

RAMADA ENCORE: SIMPLE, SMART AND VALUE-FOR-MONEY RAMADA ENCORE BY WYNDHAM JALANDHAR Located off NH703 near Jalandhar City Railway Station with easy access to Jalandhar and its many treasures like Devi Talab Mandir and St Mary’s Cathedral, Ramada Encore by Wyndham Jalandhar offers onsite conveniences including a coffee shop, complimentary breakfast and business centre. Guests can also take a day trip to the famous Golden Temple in Amritsar. RAMADA ENCORE BY WYNDHAM STATUE OF UNITY With beautiful views of River Narmada, Ramada Encore by Wyndham Statue of Unity is located around 6 km from the world’s tallest statue, Statue of Unity and Sardar Sarovar Dam. This contemporary hotel offers everything you need for a relaxing stay with complimentary breakfast an outdoor pool and courtyard. RAMADA ENCORE BY WYNDHAM SILIGURI SEVOKE ROAD Nestled in the foothills of the Himalayas, this northeastern Indian city is known for its rich culture and world-renowned tea. Ramada Encore by Wyndham Siliguri Sevoke Road, 17 km from Bagdogra International Airport, is a modern hotel on Sevoke Road by businesses and mega malls. The amenities here include a bar, café and multicuisine restaurant as well as a business centre. RAMADA ENCORE BY WYNDHAM BAREILLY CIVIL LINES Ramada Encore by Wyndham Bareilly Civil Lines is barely a kilometre from Bareilly Junction and features a fitness centre, an electric charging station, on-site dining and ample event space. Guests can stroll through Company Garden, visit Shri Baba Dhopeshwar Nathji Temple or admire Dargah E Alahazrat Bareilly, the final resting place of Islamic reformer Ahmed Raza Khan. ADVERTORIAL

ARE YOU a busy traveller who is forever craving for efficiency and simplicity? If the answer is in the affirmative, then Ramada Encore by Wyndham must be your go-to hotel brand. Ramada Encore was created for business travellers, weekend breakers and day-trippers who were on a lookout for a simple, smart and value-for-money hotel. Guests can expect a functional design, helpful staff, and a vibrant environment. Ramada Encore by Wyndham brand is a part of world’s largest hotel franchising company by the number of properties, with approximately 9,100 hotels across over 95 countries. Through its network of approximately 858,000 rooms appealing to the everyday traveller, Wyndham commands a leading presence in the economy and midscale segments of the lodging industry. The company has over 50 hotels in India, across more than 30 Tier I, II and III cities from Chandigarh to Bengaluru under the Wyndham, Ramada by Wyndham, Ramada Encore by Wyndham, Hawthorn Suites by Wyndham, Howard Johnson by Wyndham, and Days by Wyndham brands. A majority of Ramada Encore properties, from north to south, are located in city centres and suburbs, near airports and transportation networks, making it easier for the guests to stay and experience seemingly unending facilities at these locations. RAMADA ENCORE BY WYNDHAM BANGALORE DOMLUR Located in the heart of Bangalore IT and CBD, Ramada Encore by Wyndham Bangalore Domlur is walking distance of Embassy Golf Link Business Centre. With comfortable, convenient amenities, the Bangalore setting is the perfect choice for business and leisure travellers alike. RAMADA ENCORE BY WYNDHAM INDORE NIPANIA Off AH47 and 16 km from Devi Ahilya Bai Holkar Airport, this newly opened property is steps away from the ISKCON Radha Govind Temple. Ramada Encore by Wyndham Indore Nipania provides a quiet, relaxing sanctuary for every type of traveller who gets to enjoy world-class amenities and services with a coffee shop, bar and 24/7 room service as well as a gym, outdoor pool and business centre. RAMADA ENCORE BY WYNDHAM KATHMANDU THAMEL For a comfortable stay in Kathmandu, Ramada Encore by Wyndham Kathmandu Thamel, near Garden of Dreams, Ason Bazar and Kathmandu Durbar Square is the best choice. Just 7 km from Tribhuvan International Airport, it is centrally located in Thamel neighbourhood. The non-smoking hotel offers a complimentary breakfast else one can rejuvenate in the spa or dine at one of the in-house restaurants. RAMADA ENCORE BY WYNDHAM AMRITSAR Located near the Amritsar Main Market and the Golden Temple, Ramada Encore by Wyndham Amritsar has been designed with comfort in mind, guests can enjoy thoughtful amenities and a welcoming atmosphere. It is a great place to relax and refresh after a day of exploring Amritsar’s central walled city with a rooftop pool and spacious guest rooms.

INDUSTRY VOICE 32 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com ‘WE LOOK FORWARD TO STRENGTHENING FAITH’S ROLE’ BY BWH BUREAU THE NEWLY ELECTED CHAIRMAN OF FAITH, PUNEET CHHATWAL, PLANS TO INTEGRATE TOURISM INTO THE SOCIO-ECONOMIC FABRIC OF INDIA IN A momentous stride towards steering the trajectory of the Indian tourism and hospitality sector, Puneet Chhatwal, President and CEO of IHCL, recently took on the prestigious role of Chairman at the Federation of Associations in Indian Tourism & Hospitality (FAITH). Widely recognised as a seasoned industry luminary, Chhatwal brings with him a wealth of experience and a visionary perspective that is set to significantly shape FAITH’s course in the years ahead. “We look forward to strengthening FAITH’s role, along with our member associations as the national policy advocacy platform to further integrate tourism into the socio-economic fabric of India thereby enhancing its contribution directly and indirectly to PanIndia jobs and capital formation, enhanced inbound and domestic visitation across all tourism segments thereby leading to greater tax contribution and GDP growth of India,” shared Chhatwal. The other office bearers of FAITH are Jyoti Mayal (TAAI) and Tejbir Anand (ATOAI) as Vice Chairpersons, Rajiv Mehra (IATO) as General Secretary and PP Khanna (ADTOI) as Treasurer. Aashish Gupta will be the Consulting CEO. It was in May 2013 that FAITH was established to be the apex strategy and policy platform of the tourism, travel and hospitality sector of India. The association functions as the highest-level private sector think-tank and unified voice partnering with Central and state governments and their departments on creating a macro-level policy environment for Indian tourism. FAITH was structured as the India-level federation of all national associations of tour operators, travel agents, hotels, tourism transport operators, conventions and exhibition operators, restaurants, adventure and heritage segments. The founding member associations include Association of Domestic Tour Operators of India (ADTOI), Adventure Tour Operators Association of India (ATOAI), Federation of Hotels & Restaurant Associations of India (FHRAI), Hotel Association of India (HAI),

FAITH 33 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com Indian Association of Tour Operators (IATO), India Convention Promotion Bureau (ICPB), Indian Heritage Hotels Association (IHHA), Indian Tourist Transporters Association (ITTA), Travel Agents Association of India (TAAI) and Travel Agents Federation of India (TAFI). The Presidents of all these 10 national associations sit on the board of FAITH as equal voting members. The Chairman of the Board of FAITH is drawn from one of these 10 board members through a periodic, systematic process. along with a team of office bearers. The Board also has 10 non-voting alternate members, one from each association and the consulting CEO to strategise and ideate on key national, regional and sectoral themes and tourism macro policy drivers. Collectively along with its member associations, multiple policy and strategy initiatives have been advised and worked on including e-visa, drafts of National Tourism Policy, National Film Tourism Policy, National Cruise Tourism Policy, National MICE Tourism Policy, Monuments PPP Policy (adopt a heritage), Incredible India branding and marketing, State Tourism policies for Rajasthan, Maharashtra, Karnataka, Delhi, Jammu & Kashmir & Punjab, West Bengal leading to industry status in some states, tourism components of GST, Udaan Policy, Foreign Trade Policy 2015-20, multiple economic surveys, Union Budgets, NHAI, railways, Niti Aayog, Parliamentary Committee meetings, multilateral trade blocs of SAARC, RCEP, BRICS and multiple country level bilateral strategies. Additional policy advocacy and extensive outreach most recently has been undertaken on tourism pandemic relief measures of RBI & MOF, investor roadshows of MOT and the G20 tourism brainstorming sessions. Recently, FAITH released its comprehensive vision 2047 which has been adopted by MOT as the industry voice of transforming the Indian tourism industry towards a vision of $3 trillion tourism economy as part of the Amrit Kal Viksit Bharat vision by 2047. n

UP CLOSE 34 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY BWH BUREAU KHUSHNOOMA KAPADIA SHARES HER DESIRE TO BE A LEADER WHO NOT ONLY CHALLENGES HERSELF DAILY BUT ALSO NURTURES THE UPCOMING GENERATION NAVIGATING THE WAVES OF CHANGE IN A world where career choices often define our professional destiny, some embark on unconventional paths to discover their true calling. This rings true for Khushnooma Kapadia, an industry veteran, who, against the odds, navigated a transformative journey from a finance-driven background to becoming a prominent figure in the dynamic realm of hospitality. And today, she is Vice President Marketing - South Asia at Marriott International. Born and raised in Mumbai, Kapadia grew up in a household that prioritised academics. Armed with a commerce degree, the conventional paths of Chartered Accountancy and MBA beckoned. Early in her career, she joined the American accounting firm, Arthur Anderson, realising three years later that finance wasn’t her passion. “In a daring move, I took a leap, leaving behind the comfort of Anderson to pursue an MBA in Marketing at Jamnalal Bajaj Institute of Management Studies. It was really unthinkable back then and Arthur Anderson was among the top three accounting firms,” she says. Facing resistance from her father, she found herself at a crossroads where she embraced change, a decision that proved pivotal in shaping her future. “My father thought I was completely decimating my career at that point of time. It took a lot for me to rewind the clock,” she says, adding, “But then you have a bigger risk appetite when you’re younger and you don’t have responsibilities. So you feel a lot more confident in taking big decisions. I think that’s the point when I realised I needed to take this decision for myself.” In 2004, destiny knocked in the form of an interview at JW Marriott Juhu. Even during pregnancy, Kapadia impressed the interviewers with her progressive mind-set. “This marked the beginning of a long-standing association with Marriott International where I have witnessed and contributed to the brand’s growth in India and beyond. As Marriott grew in India and then of course, outside it, I grew as well. My career really took off about 2017 when I came into the more overall South Asia role. However, I will never forget the invaluable leadership skills acquired at Arthur Anderson. The experience, though not aligned with my long-term goals, laid the foundation for my current role leading a team of over 100 marketing communication professionals across South Asia,” avers Kapadia. In her current role, Kapadia emphasises the importance of attitude over aptitude, fostering a team spirit where each member contributes to the organisation’s success. “I follow a very nonhierarchical approach to ensure everyone receives equal respect. Though this is coupled with a tough stance on performance standards,” she shares. “If I had to choose between a highly talented and lazy person and a not so talented and a hardworking person, I’ll choose the not-so-talented and hardworking one because I believe in team spirit, in attitude where you don’t have an agenda to only talk about I, me, myself. I’ve had individuals who make the organisation part of their success story and not themselves as part of the organisation’s success story,” she feels. Managing a diverse portfolio of 16 brands across 156 operational hotels in South Asia, Kapadia discusses the challenge of maintaining individual brand identities within a larger corporate framework. She highlights the importance of adhering to global guidelines while allowing autonomy for individual expressions. She

KHUSHNOOMA KAPADIA 35 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com MY FUTURE GOALS INCLUDE EVOLVING INTO A BETTER HUMAN BEING, UNDERSTANDING THE YOUNGER GENERATION then talks about innovation and delves into Marriott’s recent collaboration with HDFC, introducing the first co-branded hotel credit card in India. “The initiative aims to tap into the growing travel market, offering unique benefits and loyalty rewards to cardholders,” she says. Kapadia says she wants to make sure she creates so much security within her space that the next generation feels they can thrive in her presence. “If I’m able to develop them and impart the knowledge I have within what I have learned because I got that from leaders I’ve worked with, especially Raj Menon and Neeraj Govil who transmuted me into the next stratosphere because they had confidence in my abilities. These are the leaders who have been responsible for my success,” she says. Looking ahead, Kapadia envisions the hospitality industry experiencing a boom comparable to the IT revolution. With travel becoming a critical component of economic growth, she predicts a surge in demand for experiences over material acquisitions. As Kapadia reflects on her two-decade journey, she emphasises the continuous pursuit of personal and professional growth. “My future goals include evolving into a better human being, understanding the younger generation and remaining at the forefront of technological advancements,” she concludes. Kapadia’s journey is a testament to the power of selfawareness, resilience and of course, the courage to embrace change. From finance to marketing and from resistance to recognition, her story serves as an inspiration for those navigating their own paths in the ever-evolving landscape of the hospitality industry. n

LEAD STORY 36 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com

37 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com RANJIT BATRA BY BHUVANESH KHANNA RANJIT BATRA’S UNWAVERING DEDICATION TO EXCELLENCE, COUPLED WITH A PROFOUND COMPREHENSION OF MARKET DYNAMICS, HAS SOLIDIFIED HIS POSITION AS A FORMIDABLE LEADER IN THE INDUSTRY RANJIT BATRA’S visionary leadership has transformed skylines through innovative and sustainable real estate projects, raising the standards of luxury and service in the hospitality sector. He excels in creating extraordinary spaces that redefine guest experiences. His commitment to excellence, combined with a deep understanding of market dynamics, has established him as a formidable presence. With a distinguished career spanning decades, Batra, as the President of Panchshil Realty’s Hospitality division, boasts a distinguished career spanning multiple decades, during which he adeptly navigated the intricacies of both the real estate and hospitality sectors. His innovative contributions have earned him acclaim in both industries. His professional journey began at The Oberoi Group of Hotels in India, where he commenced his career and underwent training in Monteux and Zurich, Switzerland. He further honed his expertise by graduating from the Institute Hotelier, Cesar Ritz, Switzerland, and the Oberoi Centre of Learning and Development in New Delhi. Following his entrepreneurial endeavours in New Zealand, he has been actively involved for the past 15 years in shaping the vision of Mr Atul Chordia, Managing Director, Panchshil Realty, within the realm of hospitality, starting from its conceptual stages. His influence extends across the entire spectrum of the hospitality industry, encompassing an array of vital domains such as F&B, shopping mall F&B, IT Park food courts, engineering and rooms division. His multifaceted role includes pivotal responsibilities in asset management, strategic planning, risk management, acquisitions, hotel design, fit-outs, and the intricacies of financial planning and control processes. His comprehensive involvement underscores his expertise and leadership in steering diverse facets of the hospitality business. Panchshil Realty, established in 2002, is one of India’s most esteemed real estate developers, leaving an indelible mark on Pune’s landscape. With a rich portfolio of diverse projects, Panchshil Realty has consistently demonstrated a commitment SETTING STANDARDS IN REAL ESTATE AND HOSPITALITY PANCHSHIL REALTY

LEAD STORY 38 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com to excellence in the real estate sector. With a track record marked by innovation and quality, the company has successfully developed architectural marvels that transcend conventional boundaries. Panchshil Realty’s creations embody a philosophy of creating spaces that inspire, resonate, and redefine the essence of modern living. Its office spaces provide exceptional work environments. These integrated workspaces foster an inclusive atmosphere and promote work-life balance with cutting-edge facilities. The company has also crafted exquisite residential collaborating with renowned designers and developers from across the globe. These include iconic Trump Towers Pune, the prestigious Avant Garde in Delhi’s Friends Colony, yoopune by Phillippe Stack and luxurious YOO Villas styled by Kelly Hoppen. In the realm of hospitality, Panchshil Realty has redefined luxury in Pune with renowned establishments like The Ritz Carlton Pune, JW Marriott, Marriott Suites, Courtyard By Marriott, Doubletree by Hilton and Oakwood Residences. And it has ventured into international hospitality with the magnificent Amari Raaya island resort in the Maldives. Not this alone, it has acquired Aloft Bengaluru Whitefield, a captivating addition to its portfolio. Catering to the needs of both business and leisure travellers, Panchshil Realty’s hospitality experiences offer luxurious accommodations, personalised services, exquisite dining and comprehensive facilities. Additionally, Panchshil has collaborated with the best architects to bring The Ritz Carlton Reserve to Sri Lanka, further expanding its commitment to delivering unparalleled luxury experiences. The company is working on a new hotel project in the culturally rich city of Varanasi, adding another dimension to its diverse and growing hospitality portfolio. Panchshil has played a significant role in presenting Pune on the world map and added to its growing global identity. Panchshil Realty provides end-to-end project management, facility management services, fit-out management, architecture, and interior design services driven by technology to deliver the best user experience. Panchshil has been a pioneer in bringing technological innovations to real estate that have helped accelerate the construction speed as well as the quality of construction. Panchshil’s developments are finer in every aspect, commanding appreciation in value, and identity. They aim to maintain high-quality standards in architecture that not only adapts in harmony with its surroundings, but also promotes life, creativity, and happiness. A timeless way of building ensures that the designs endure, and the quality outlasts. The Ritz Carlton, Pune

39 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com RANJIT BATRA PUNE PRESENTED AN IDEAL OPPORTUNITY TO EXPLORE THE EXPANSIVE REALM OF HOSPITALITY NAVIGATING THE HOSPITALITY LANDSCAPE Sharing his views on embarking on new projects in the everevolving hospitality industry, especially the creation of novel hotels, and the challenges and rewards associated with prospecting and building new hotels, Batra says, “Indeed, venturing into new hospitality projects is a delicate dance. The substantial upfront investment, including land acquisition, construction, permits and associated costs, poses a formidable challenge. Economic fluctuations, changing consumer preferences and global events add complexity. However, successful hotel projects not only yield substantial returns but also contribute to local economies and industry growth.” The decision regarding the category of hotels plays a pivotal role in the pursuit of excellence. When considering how investment capacity, return expectations, and market trends influence the choice between luxury, upscale, or mid-scale hotels, he shares his perspective: “With the exception of a few traditional hotels, Pune presented an ideal opportunity to explore the expansive realm of hospitality. We introduced various products tailored to different market segments, including serviced apartments, convention centre’s, mid-segment offerings, and mixed-use spaces with office facilities. Choosing the appropriate class involves a careful analysis of competition, market trends and long-term evolution of the chosen segment. Investment capacity and return expectations play a defining role. Aligning these factors with the overarching business strategy becomes the compass guiding this crucial decision.” For hospitality at Panchshil, the focus lies on delivering distinctive F&B experiences. According to Batra, “We meticulously craft each experience with authenticity, design, and comfort, collaborating with only the finest designers and F&B concepts to offer a wide range of world-class luxury hospitality experiences. We quickly recognised that F&B has the potential to be a game changer for Pune.” Elaborating on how the commitment to nurture a thriving culture influences the choice between a single operating company or diversification across multiple brands, he says, “The decision echoes our strategic goals, risk tolerance and operational capabilities. At the core lies our unwavering commitment to company culture, prioritising continuous learning and delivering robust benefits to our employees.” STRATEGIES FOR INTERNATIONAL EXPANSION AND SUSTAINABLE PRACTICES Discussing the strategies employed to overcome challenges such as geographical constraints, environmental vulnerabilities, and regulatory frameworks, especially pertinent during Panchshil’s foray into international destinations like the Maldives, Batra shares, “It demands a profound understanding of the local landscape. Our mitigation strategies involve local partnerships, thorough due diligence, sustainable development, local hire, adaptability and strong brand positioning. By differentiating our property with unique offerings and exceptional service, we aim to stand out in competitive markets like the Maldives.” Panchshil’s ‘one project at a time’ strategy in hospitality aligns with passion projects and our meticulous and detailoriented approach, to deliver a high-quality outcome while Doubletree By Hilton Chinchwad, Pune

LEAD STORY 40 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com AMARI RAAYA MALDIVES CONTINUES TO ADVANCE THEIR COMMITMENT OF PURPOSEFUL TRAVEL ensuring efficient use of resources and sustainably focused efforts. The integration of sustainable practices in hotel investments has become increasingly crucial due to the growing emphasis on environmental responsibility, both from guests and investors. As sustainability becomes a key criterion for both guests and investors, hotels that incorporate eco-friendly initiatives not only fulfil their environmental responsibilities but also gain a competitive edge. The future of hospitality investments increasingly relies on embracing sustainable practices, as they not only attract guests but also align with the expectations of socially responsible investors seeking viable and ethical opportunities. “Amari Raaya Maldives continues to advance their commitment of purposeful travel with a hands-on, data-led approach resulting in milestones that highlight the resort’s commitment to environmentally conscious practices and business excellence that positively impacts people and place,” he shares. Batra opines Sri Lanka’s future as a tourism destination holds promise, driven by its cultural richness, diverse landscapes, and a growing commitment to sustainable and diversified tourism offerings. “With strategic planning, infrastructure development, and a focus on sustainability, the country can position itself as a premier destination appealing to a broad spectrum of travellers,” he says. REVOLUTIONISING OPERATIONS AND GUEST EXPERIENCES FOR FUTURE Technology integration stands as a beacon guiding operational efficiency and guest satisfaction, he feels. “By strategically adopting technologies aligned with our objectives, we streamline operations, enhance guest experiences, and ensure our journey towards the future reflects a commitment to innovation,” says Batra, adding, “We are working on building automated staff productivity application, thus ensuring hotel operate with clockwork precision. The app will revolutionise staff productivity by streamlining task assignment, scheduling and tracking. This technology ensures every facet of hotel operations operates with precision, enhancing efficiency and guest satisfaction.” Panchshil’s strategic approach to technological mastery involves a comprehensive tech infrastructure, staff training, cybersecurity measures and continuous upgrades. On how do these elements collectively form the blueprint for technological evolution at the organisation, Batra shares that investing in a robust tech infrastructure supports seamless integration and ensures a technological ecosystem that operates in harmony. “Staff training empowers the workforce to adapt to and effectively utilise new technologies, with cybersecurity measures safeguarding guest data. Continuous upgrades and innovation ensure Panchshil stays at the forefront of technological advancements,” he says.

41 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com RANJIT BATRA SRI LANKA’S FUTURE AS A TOURISM DESTINATION HOLDS PROMISE ACTIVE ASSET MANAGEMENT The guiding principle for the asset management team is to improve profitability of the hotel by prudent cost control and revenue growth, to improve and maintain the asset value of the company, to nurture professional talent and maintain a relationship of mutual trust with the operator and to enhance the goodwill and brand equity of the owners and their companies. The asset management team possesses a healthy mix of operations and asset management experience that empowers the hotels in macro-level strategic direction along with microlevel execution assistance, approval processes, and the ability to take calculated risks. To be proactive and anticipate potential issues, taking corrective measures in consultation with owners, and acting as a ‘problem solving officer’ to bridge the gap between the owner and the operator, Panchshil Realty took a bold step in 2022. It ASSETS r Amari Raaya Maldives r Soho House Mumbai r Aloft Bengaluru Whitefield r The Ritz-Carlton Pune r JW Marriott Hotel Pune r Marriott Suites Pune r Courtyard by Marriott Pune Hinjewadi r Oakwood Residence Naylor Rd Pune r DoubleTree by Hilton Hotel Pune Chinchwad r Radisson Blu Hotel, Pune Kharadi r JW Marriott Chandigarh – Asset Management r Varanasi – Pipeline r Sri Lanka – Pipeline Amari Raaya Maldives

LEAD STORY 42 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com reset the compensation playbook by returning 100 per cent of salary pay cuts incurred during the global pandemic. This initiative reflects Panchshil Realty’s commitment to its people and the community, demonstrating a belief in the importance of “building back better” and strengthening the social bond of reform. Panchshil’s support extended to employees by returning 100 per cent of their compensation, including pay cuts incurred during the coronavirus pandemic. By committing to total compensation for employees, the company aimed to address the financial vulnerability, hardship and social dislocation caused by the pandemic, as families faced job disruptions, school closures, and unexpected parental, childcare and medical expenses. SUSTAINABILITY IS INGRAINED IN EVERY ASPECT OF THE COMPANY’S OPERATIONS CRAFTING DISTINCTIVE JOURNEYS As designing innovative hotel concepts is a meticulous process that involves collaboration with architects and designers, Panchshil approaches it by fostering creative partnerships that aim to transform properties into experiences. “Collaborating with experts ensures that each property is not just a space but a unique journey for guests, setting the stage for memorable and distinctive hospitality experiences,” avers Batra. Providing a recap of how Panchshil integrates sustainable practices into various aspects of its operations, Batra shares that sustainability is ingrained in every aspect of the company’s operations. “From green building designs and waste reduction to sustainable procurement, our commitment extends across the spectrum. We recognise the importance of sustainability in attracting guests, building brand loyalty, and influencing investor interest. Despite the initial challenges, the long-term benefits in cost savings and market appeal far outweigh these concerns,” he says. In conclusion, the dynamic landscape of hospitality investments demands a proactive approach towards embracing change. Under the leadership of Ranjit Batra, the hospitality wing of Panchshil has not only demonstrated adaptability but set a standard for excellence, sustainability and delivering unparalleled guest experiences. The integration of innovative technologies, commitment to workforce excellence and the harmonious synergy between hospitality and real estate showcase the company’s position as a leader in the ever-evolving hospitality industry. As the journey continues, Panchshil remains dedicated to shaping the future of the industry and leaving a legacy that echoes its commitment to excellence. n Courtyard by Marriott Hinjewadi JW Marriott Pune

44 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY ANSHUMAN MAGAZINE INDIAN HOSPITALITY SECTOR expected to rise to ~3.3 per cent by 2025. Recovery in demand is anticipated to outpace supply additions during this period, leading to positive performance metrics in the hotel sector. The demand over the next few years is not expected to remain concentrated across select pockets or cities but is likely to be more equilateral and broad-based. Over US$ 2.3 billion in investments are expected over the next two-five years, and more than US$ 0.4 billion of investment is expected during 2020- 2023. Investment flows in the hospitality space have been substantial, with the Indian Government permitting 100 per cent FDI in the hotel and tourism industry. Estimates show the tourism and hospitality sectors are projected to generate US$ 50.9 billion through visitor exports by 2028. The growth is further fuelled by international hotel chains making significant investments in India, alongside substantial contributions from Indian companies. The international presence and recognition of Indian chains such as The Leela, ITC, The Oberoi and Taj have established the service level and visibility of these brands. The entry of premium Waldorf Astoria hotels in collaboration with an Indian company is expected to enhance the global presence of Indian hospitality further. As the fervour of tourism regains momentum, the ever-evolving hospitality industry unveils novel IN AN A promising surge in 2023 led the Indian hospitality sector to a robust revival despite global challenges. With strong domestic demand and anticipated international travel rebounds, 2023 witnessed a significant recovery in foreign tourist arrivals with over 100 per cent surge in international flyers in Jan-Jun 2023 compared to 2022. Global events such as the G20 Presidency further fuelled this positive trajectory across cities in India. According to industry estimates, this momentum is projected to elevate the travel and tourism industry’s GDP contribution to an impressive US$ 512 billion by 2028. India’s hospitality landscape is clearly set for resilience and growth on the global stage. Amid the evolving tapestry of the hospitality industry, steady growth of the hospitality sector and supply would continue for the next few years. While demand patterns stabilise in 2023, with revenge travel declining, the demand for leisure travel remains strong. Also, with business as usual, the corporate travel segment has continued to grow despite high airfares and high average room rate (ARRs). INVESTMENT FLOWS IN THE HOSPITALITY SPACE We expect this steady growth in supply to continue for the next few years. By the end of 2023, ~12,000 rooms are likely to be added, with the CAGR HEADED TOWARDS A HIGH SEASON

ANSHUMAN MAGAZINE 45 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com trends in 2023 that are set to shape the path forward into 2024 and beyond. Post-Covid19, the rise of flexible and remote work has reshaped business travel trends. A notable shift is the growing popularity of combining business with leisure travel, known as ‘bleisure’. BLEISURE AND WELLNESS: THE NEW TRAVEL MANTRA! Blurring the lines between business and leisure, the rise of ‘bleisure’ travel and ‘workcations’ is reshaping the landscape. Flexible/ hybrid working snowballed the bleisure travel theme – but with the debate around flexible working being not completely settled, we expect ‘bleisure’ travel and ‘workcations’ as concepts to remain relevant. In fact, as international business travel picks pace, we expect the bleisure trend only to strengthen. We expect hotels to continue expanding their array of services by including tour packages and pre-planned itineraries for the partners or families of the business traveller. The shift is extending to homestays too, traditionally the domain of leisure travellers, is now doubling up with business-friendly amenities such as workspace furniture, wi-fi and play areas for children. In this evolving narrative, the fusion of work and leisure is transforming the very essence of travel. Over the recent years, tourism in the country has undergone significant transformation, particularly in terms of the motivations driving travel. Notably, it has emerged as a substantial economic force, constituting nearly seven percent of the GDP. Further, this sector promises a year-on-year positive trajectory, which is a huge employment generator and a key sector that carries the development narrative forward, especially localised development. From what has been seen as leisure or holiday travel, things have now moved to wellness and spiritual travel. Since Indian tourism is synonymous with warm hospitality, diversity of cultures, great architecture, heritage, yoga, Ayurveda, and a variety of cuisines – there has been a phenomenal uptake in what is emerging as religious as well as wellness tourism. To encourage and bolster this sector, the Indian Government too has implemented a national strategy and roadmap for medical and wellness tourism. The National Strategy is designed to establish an institutional framework, enhance the ecosystem for medical and wellness tourism, cultivate a distinctive brand identity, and ensure rigorous quality assurance measures. Moving on with wellness. India is also hugely attracting hordes of people for its rich religious/ mythological history, leading to an increased interest in religious tourism. Acknowledging this trend, the government launched the PRASHAD, recognising the evolving preferences of religious tourists – now seeking clean, hygienic, and family friendly accommodations – leading hotel chains are seizing the opportunity. There’s a lucrative space for hotel brands to explore budget, mid-range and even luxury options, tapping into a demand predominantly met by local establishments such as dharmshalas and guesthouses managed by temple trusts. India’s hotel supply growth is charting a trajectory that extends far beyond traditional urban hubs. A surge in new hotel signings is expected from tier-II and III markets, primarily driven by conversions and rebranding initiatives in the midscale segment. This strategic shift aligns with the rising prominence of cities as focal points for infrastructural development and improved connectivity, establishing them as increasingly attractive destinations for business travelers. Looking ahead, several trends are anticipated to shape the hospitality landscape. At present, ownership and management contracts are a popular business model in India. The Indian hotel business model is on the cusp of a transformative phase. However, as the country’s hospitality market matures, brands are considering deploying India’s franchising business model. Beyond the realm of business models, ESG (Environmental, Social, and Governance) has emerged as a ubiquitous term globally, influencing diverse industries. In the hospitality sector, sustainable tourism is gaining momentum as tourists exhibit a heightened consciousness of the climate crisis. This growing awareness is propelling hospitality players into ESG journeys, aligning their practices with the changing values of environmentally conscious travellers. n AUTHOR BIO: Anshuman Magazine is Chairman & CEO - India, South-East Asia, Middle East & Africa, CBRE WE EXPECT HOTELS TO CONTINUE EXPANDING THEIR ARRAY OF SERVICES BY INCLUDING TOUR PACKAGES AND PRE-PLANNED ITINERARIES FOR THE PARTNERS OR FAMILIES OF THE BUSINESS TRAVELLER

46 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com BY GAURAV POKHARIYAL of global carbon emissions, a figure expected to rise. It has thus become imperative for this industry to reduce emissions by 66 per cent per room by 2030 and 90 per cent by 2050 to prevent emissions from surging along with the sector’s expansion. THE ‘MILLENNIAL’ INFLUENCE The rise of sustainability, over the years, in becoming central to the success of the hospitality industry has largely been a three-pronged response to the rapid social changes and dynamics, these include: urgency of environmental concerns, shifting generational values, and changing preferences and priorities of travellers. These factors also influence the significance of diversity initiatives, as they are instrumental in achieving vital ESG benchmarks, which includes transparent governance practices that uphold ethical standards. The pressing environmental concerns have triggered a global wave of action within the hotel industry, regardless of property size. Hotels are actively implementing measures to curtail carbon emissions, lower energy waste, and reduce costs. The initiatives also include solar energy installations, reduction in the usage of air-conditions, and the THE MOVEMENT of sustainability has been one of the most influential and transformative initiative of our times. It underscores our collective commitment to fostering inclusivity and environmental responsibility for a better future, including the significant part played by the hospitality industry in galvanising it in India as well as across the world. While the growth of travel and tourism industry has a multiplicative impact on both, economic development and employment, it also leaves a huge environmental footprint. It is essential today to ensure that going forward the industry’s growth is sustainable and inclusive, and that it contributes positively to communities, natural ecosystems, and the cultural heritage upon which it depends. The hospitality sector’s success now more than ever before hinges on the commitment to upholding global Environmental, Social, and Governance (ESG) standards. This encompasses responsible business practices, sustainable tourism, diversity and inclusion, waste management, and good governance. The shift is driven by the fact that the sector has been found to be responsible for 1-2 per cent SUSTAINABILITY BECOMING CENTRAL TO INDUSTRY’S SUCCESS

GAURAV POKHARIYAL 47 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com adoption of climate-friendly architectural designs that are both environmentally responsible and visually pleasing. Hotels are going out of their way to provide their guests with meaningful experiences which align with their changing tastes and values, predominantly influenced by sustainability. However, this effort extends beyond energy conservation, reducing water wastage, recycling, and waste management. It also takes into account the hotel’s engagement with the locals, including supporting local services. THE G20 IMPACT India is now being considered as one of the fastest-emerging tourist destinations in the world. Its travel and tourism sector holds significant potential for development in the coming years. Honourable Prime Minister Narendra Modi at the recently held G20 Summit on Tourism in Goa recognised the sector’s “great potential for employment generation, social inclusion, and economic progress”. As travellers and industry professionals make conscious choices in favour of sustainability, the global efforts to make tourism more responsible and sustainable will continue to gain pace. The future of hospitality lies in its ability to adapt, embrace diversity, and lead the charge towards a more sustainable and inclusive world. At present, it is already at the threshold of a significant transformation with the announcement of the Goa Roadmap for Tourism at the G20 meeting in Goa. Based on sustainability, it serves as a blueprint for G20 nations to achieve the 17 sustainable development goals (SDGs) through sustainable tourism. However, collaborations play a large role in it and it is not just limited to stakeholders of the tourism sector, including hospitality, but extend to the local communities as well. The Indian Government’s launch of this initiative is of great significance, and it is crucial for all of us to actively contribute to its success. This comprehensive outlook, which aims to attain sustainability at multiple levels, emphasises collaboration with regional stakeholders and fostering inclusivity. There is now an urgent need to shift from debate to action. n AUTHOR BIO: Gaurav Pokhariyal is Executive Vice President – Human Resources, IHCL INDIA IS NOW BEING CONSIDERED AS ONE OF THE FASTESTEMERGING TOURIST DESTINATIONS IN THE WORLD

LEAD STORY 48 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com STR: CHARTING A COURSE FOR SUSTAINABLE GROWTH

49 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com JESPER PALMQVIST IF THERE was one word to define global hospitality performance in 2023, it would be “maturation”. After a couple of years of ups and downs and large regional differences, the industry found footing and more stability. Navigating the intricate tapestry of hospitality performance across the world isn’t an easy one, with many nuances driving performance in different regions. However, globally, occupancy was over 90 per cent recovered to pre-pandemic levels since the IF THERE WAS ONE WORD TO DEFINE GLOBAL HOSPITALITY PERFORMANCE IN 2023, IT WOULD BE ‘MATURATION’ beginning of 2023. Average Daily Rate (ADR) was, in most locations, above-inflation-recovered; with ensuant RevPAR over 100 per cent of 2019 levels. Challenges on flight capacity, especially long-haul, meant that regions more dependent on such airlift, grew slower than others, notable example of this being Southeast Asia which still lacks 1/5th of all international seat capacity. It is moving in the right direction, but for some areas it is still moving quite slowly. While putting out global numbers gives some perspective, one must realise it’s a blend of many different regions. Take Asia Pacific for example – we track sub-regions as Central and South Asia, North East Asia, Australia and Oceania, and Southeast Asia. Even within these sub-regions, there are major differences in performance with many underlying reasons. In summary for Asia Pacific, we are lagging ~6 per cent occupancy to 2019 levels at a year-to-date period (taking supply growth into account as well) with rates at exactly what they were in 2019 (not inflation adjusted). As After a pandemic-induced hiatus, the global hospitality sector experienced a revival in 2022, with a more pronounced resurgence seen in 2023. This comeback was characterised by a renewed interest in tourism and a discernible shift in guest preferences. India mirrored this trend, with hospitality businesses successfully navigating the challenges of the pandemic and now displaying a renewed vigour in their recovery and expansion efforts. As the industry prepares to embrace the approaching new year, stakeholders find themselves contemplating the most effective strategies to propel further growth and achieve excellence. A thoughtful analysis of the past year, along with an understanding of the key factors that contributed to business growth, is essential for charting the way forward. In this context, who better than STR’s Senior Director for the Asia Pacific region, JESPER PALMQVIST, to provide a comprehensive review of the market. Here’s what the man who simplifies the numbers through storytelling for clear decision-making across hospitality and investment companies as well as government branches and academia, has to say...

LEAD STORY 50 BWHOTELIER NOVEMBER-DECEMBER 2023 www.bwhotelier.com flights and Chinese outbound gradually returns, this creates a future buffer of increased demand that helps underpin expected growth ahead. Growth is ADR led in almost all regions, with Australia and Oceania at 21 per cent, Central and South Asia at 15 per cent and Southeastern Asia at 7 per cent over 2019 levels for the year-to-date period ending November 2023. Northeastern Asia is negative on occupancy and rates primarily due to lower consumption overall. The Indian hospitality industry has charted nothing short of an impressive trajectory post-pandemic. In this story, let’s look at uncovering what lead to this, how we perceive performance in 2023, major trends and external factors that played a role in the resultant and a sneak peek into what we can expect moving forward. We’ve spoken a lot about performance during the pandemic, but it is important to set context to what we saw in 2023 and why it played out the way it did. There were more than a few certainties which we knew about, while entering the year. Revenge travel visible in 2022 was tapering off; corporate demand was picking up; groups were at an all-time-high; domestic demand continued to remain resilient; inflation wasn’t that much of a concern domestically, Indiaoutbound was gaining importance; the world had almost fully reopened. Uncertainties were more macro-economic in a recessionary fear and impacts it would have on India; Chinaoutbound (indirect impact); flight capacity (especially long-haul, multi-aisle), geo-political tensions and the buildup of the ongoing Russia-Ukraine war. In India, if we look at the trend in recovery of occupancy and ADR by collapsed class of hotels as pictured below, you can see that the occupancy recovery trend is quite similar across classes, with the upper midscale and upscale classes outpacing the rest. When it comes to average rates, since April 2022, all classes were above 2019 levels. The higher-class hotels had an edge over the others on rates throughout 2023. With all this talk about growth & indexing, it is very important to also understand how we look at growth. The reference point can either make growth seem inflated, or realistic – depending on the KPIs. Many regions across the world didn’t face the same sort of revenge travel in 2022, that India did. This was soon after the Omicron variant surge in Covid-19 cases in the first quarter of 2022. Typically, if you look at historical performance and seasonality in India, the 2nd and 3rd quarters perform relatively lower than the 1st and the 4th. This wasn’t the case in 2022. The chart below indicates October 2023, year-to-date WITH ALL THIS TALK ABOUT GROWTH & INDEXING, IT IS IMPORTANT TO UNDERSTAND HOW WE LOOK AT GROWTH performance growth over same period in 2019 and 2022. Occupancy growth is inflated when compared to 2022, because of the Omicron impact in the first quarter that year, as it comes off a lower base. If we compare to 2019, we see negative growth, which is, in fact, more realistic. Rates, on the other hand, highlight a good story in both cases, but the comparison to 2019 involves three years of inflationary impact that also needs to be considered. Overall, RevPAR growth in “reality” is a comparison to 2019, as long as you take into consideration inflationary impact as well. THERE ARE REGIONAL DIFFERENCES, AND EVENTS WAS A BIG DRIVER When we look at RevPAR growth by major markets/cities that we