Rajeev Menon Mandeep S Lamba diversifying its portfolio to provide personalised and engaging opportunities.” Talking about the special focus on loyalty benefits at Marriott, Menon affirmed that “our core pillar is our loyalty programme – Marriott Bonvoy which has 186 million members globally. We are growing at a phenomenal rate, specifically here in Asia Pacific. As we bring in new members, what they are seeking out is beyond hotels.” The conversation continues with a spotlight on India’s promising growth in infrastructure, fuelled by the global geopolitical standing. “India’s time has finally come,” claimed Lamba while Menon felt optimistic about growth in secondary and tertiary markets. “India has always been big on luxury hotels. But when you look at the modest market, there was a huge potential for growth and now through the support of the government, you can see major hotels popping up on the outskirts of cities.” Likewise, “when you think about JW Marriott – we now have 10 operational properties, and eight in the pipeline and we’ll be probably be inking more deals in the time to come – we are quite optimistic about the luxury segment,” added Menon. The discussion touched on Marriott’s brand strategy in India. Lamba discussed the performance of hotels, wherein nonroom revenue seems to be getting traction. Agreeing to which, Menon emphasised the treatment of each market distinctively to cater to consumer expectations effectively. He said, “When we brought Fairfield by Marriott to India, we spent millions on researching what the Indian consumer wanted, and it was clear – it wasn’t what the traditional Fairfield was in the US. We built in what the consumers expected of us, and it was a huge success with the brand in terms of its growth.” The dialogue wrapped up with gravity on branded residences in Asia Pacific and the importance of embracing technological advancements. Menon highlighted that “consumers have leapfrogged in the way reservations are being made – direct bookings have gone up...when we talk AI, we are firm believers that it will help improve processes and create seamless operations for us to be able to deliver incredible and personalised experiences.”
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 52 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com FROM TAJ & OBEROI TO STAR WARS LEGACY AND ASPIRATIONS – A CONVERSATION BETWEEN TWO INDUSTRY ICONS ON THE PAST, PRESENT, AND AMRIT KAAL - TOWARDS INDIA’S CENTENARY YEAR 2047
53 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU FROM ITS humble beginnings to the fiercely competitive, technology driven landscape of today, the conversation between two hospitality industry luminaries bore testimony to the resilience and adaptability that defined the sector. The former President of Leela Hotels, Rajiv Kaul, was in conversation with Ajay K Bakaya, Managing Director of Sarovar Hotels and Resorts at the 7th BW Hotelier Indian Hospitality Summit & Awards 2023. The titans of the Indian hospitality realm discussed the chronicles of India’s hospitality history, dissecting its past and casting their gaze towards the distant horizon of India’s Centenary Year in 2047. As they settled into their chairs, the audience could sense their remarkable 45-year journey that had woven these two men together. In his profound voice, Kaul painted a vivid tapestry of the past: “Back then, there were limited options and they were at the deluxe or five-star levels, dominated by brands like The Oberoi and The Taj. The mid-market segment was but a whisper, a mere flicker in the grand banquet of luxury, while international giants preferred the colossal properties. But recent years have witnessed a dramatic transformation, a sea change in the very essence of our industry.” Kaul reflected on India’s path and traced it through the key milestones that had shaped the nation’s hospitality landscape. He drew the audience’s attention to a pivotal era in the mid-1990s and early 2000s when India opened its doors to the world, ushering in an era of abundance and development that could no longer be ignored on the global stage. But as Kaul observed, time is a relentless force, shaping industries and landscapes alike. “Recent years,” he mused, “have witnessed a dramatic shift in the tides. Today, it seems everyone is vying for a piece of the mid-market pie, extending their reach to Tier II and Tier III cities where opportunity and growth are boundless. The terrain, in terms of luxury, has become a realm of intricate, multifaceted competition.” In harmony with Kaul’s symphony of words, Bakaya added his own melodious perspective on the chorus. He christened the last two decades as the “Star Wars era,” drawing a parallel to the epic galactic saga. His gaze cast forward into a world where technology was the Jedi that had transformed industry. With a hint of nostalgia, Bakaya recounted the moment when Deep Kalra, Founder and Chairman of MakeMyTrip, took the stage two decades ago. “People had laughed at Kalra’s concept, dismissing it as a flight of fancy. But fast-forward two decades, and you’d do well to stand shoulder to shoulder with Deep if you aim to thrive in the ever-evolving hospitality business. It’s been a tectonic shift.” Yet amidst the whirlwind of technological advancement, Bakaya asserted that the timeless significance of proficient general management skills could never be underestimated. With a resolute tone, he declared, “In this industry, the true arbiters of success remain the astute and efficient General Managers who continue to navigate this industry with poise and grace, regardless of the digital tsunami that has swept over us.” In the heart of this exchange of wisdom and experiences, it was as if a glorious mosaic had been assembled piece by piece, each anecdote and insight contributing to a clearer, more vibrant picture of India’s hospitality journey. Rajiv Kaul Ajay K Bakaya
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 54 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com THE WINGS OF AMBITION BY BWH BUREAU THE STAGE was set for an exhilarating dialogue where aviation aficionados converged under the banner of the 7th BW Hotelier Indian Hospitality Summit & Awards 2023. The experts from the Indian aviation industry unravelled the possibilities that lie ahead. The moderator of this discussion, Kapil Kaul, CEO and Director of CAPA India, shared the podium with Ashwani Lohani, former Chairman of Air India, Indian Tourism Development Corporation SKYBOUND FUTURES – CHARTING THE COURSE OF INDIAN AVIATION AND ITS SYNERGY WITH TRAVEL, TOURISM, AND HOSPITALITY and former Chairman of the Railway Board and Mohammad Sarhan, VP of Emirates for India and Nepal. In a rivetting presentation, Kaul unveiled a surprising fact: Over the past 15 years, Indian airports have ushered in a staggering 275 million domestic passengers through their gates. Four major turbulence zones emerged, challenging the resilience of industry. Yet against all odds, international traffic burgeoned by a phenomenal 8.5
Ashwani Lohani Kapil Kaul Mohammad Sarhan times, while domestic traffic soared by 4.5 times, leading to India’s coronation as the third-largest domestic aviation market in 2020. As Kaul gazed into the anticipated future, he conjured a vision of soaring growth in the next decade. By fiscal year 2030, he prophesied, domestic traffic would evolve from a modest 160 million to a colossal 350 million. With Air India and Indigo poised to unfurl their wings, India’s aviation landscape would soon bear a resemblance to the formidable titan across the seas, the United States. The VP of Emirates for India and Nepal introduced the Dubai model of aviation. “Dubai Airport is number 1 globally, and it doesn’t happen by coincidence.” Security, immigration and every facet of the airport operates in symphonic harmony. Innovation permeates the very air of Dubai. With their latest creation, contactless travel, seamlessly guiding passengers from check-in to boarding, leaving no room for inconvenience, Indians are still the number one visitor to Dubai,” Sarhan proudly proclaimed. The voice of Lohani resonated with wisdom. He spoke of the transformation sweeping through the wings of Air India, a company in the midst of reinventing itself. “We ventured into uncharted territories — San Francisco, Washington and Toronto,” Lohani shared with enthusiasm. These endeavours were proof that untapped markets beckoned with the promise of direct travel. Yet, beyond the horizon, he saw the boundless potential of markets in New Zealand and Australia. Lohani spun a tale of exponential growth. “We currently have 700 aircraft,” he disclosed, his words ringing with anticipation. “But the skies can easily embrace an additional 2,000 more. A deluge of travellers is ready to take flight,” he shared.
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 56 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com EMBRACING INCLUSIVITY ABOVE ALL INCLUSIVE LEADERSHIP – NAVIGATING SUCCESSION, IDENTITY, AND DIVERSITY IN INDIAN HOSPITALITY
57 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU REITERATING THE importance of inclusivity, acceptance and creating safe spaces for marginalised communities at workplace and society at large was the topic of the panel discussion at the BW Hotelier Indian Hospitality Summit and Awards 2023. Moderated by Rakhee Lalvani, Founder, RLA and Consultant with IHCL for Diversity and Inclusion, the panel included the motherson duo of Dr Jyotsna Suri, Chairperson & MD, The Lalit Suri Hospitality Group and Keshav Suri, Executive Director, The Lalit Suri Hospitality Group. “I was accepted immediately. I really don’t think I left anyone with any choice. You had to accept me for who I was... It was confidence,” said Dr Suri, reminiscing about the time when she took the helm as CMD in 2006. The hospitality giant, The Lalit Suri Group, stands tall as a testament to the transformative power of embracing diversity, equity and inclusion today. In the words of Dr Suri, “We choose competence and abilities over limitations.” And in doing so, they chose a future that is more promising, more inclusive and undeniably radiant. In the bygone era, when glass ceilings were formidable and women leaders were scarce in the world of hotels and resorts, Dr Suri emerged as a radiant pioneer. Her journey was one of unwavering confidence, a beacon of resilience. Dr Suri shattered barriers and left an indelible mark. Her journey is living proof of the notion that when courage meets conviction, boundaries dissolve and doors swing wide open. Reflecting on the evolving landscape of leadership, Dr Suri acknowledged the winds of change. “Things are getting better for women in leadership roles now,” she observed. The tides of transformation have swept through The Lalit Suri Group, where gender diversity flourishes, with women constituting a remarkable 50 per cent of leadership positions. The last decade has borne witness to the relentless spirit of women who, as homemakers and career enthusiasts, have fearlessly embraced both roles, shattering yet another glass ceiling. But The Lalit Suri Group’s commitment to inclusivity transcends gender boundaries; it extends its warm embrace to the LGBTQ+ community. The group has not merely opened its doors; it has built safe spaces where every individual’s identity is honoured. A journey towards inclusion is not complete without the trailblazing Keshav Suri. He has openly emerged as an icon for the LGBTQ+ community. Embraced by his family and encouraged by Dr Suri herself, Keshav took his place in the world of business. He is a living proof that when authenticity thrives, inclusivity follows. As Keshav said, “the importance of normalising conversations around the LGBTQ community cannot be overstated.” The Lalit Suri Group, under the astute guidance of Dr Suri, stands as a paragon of courage and change. As she herself professed, “And when inclusive practices find a place in people-centric policies, the tone is set at a leadership level.” Dr Jyotsna Suri Rakhee Lalvani Keshav Suri
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 58 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com ‘INDIA IS THE APPLE OF THE WORLD’S EYE’ LEADERSHIP INTERACTION: THE GLOBAL REACH OF HOSPITALITY: A CONVERSATION WITH DR BINOD KR CHAUDHARY
59 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AS INDIA stands at the threshold of transformation, the world watches with bated breath, anticipating its tremendous growth in the land where dreams and destinies entwine. Two hospitality industry leaders reminisced on the inception of their foray into the realm of luxury and leisure during the dialogue at the BW Hotelier Indian Hospitality Summit & Awards 2023. Mandeep Lamba, President (South Asia), HVS Anarock and Chairman and President of Chaudhary Group, Dr Binod Kumar Chaudhary, indulged in a conversation about nurturing the Indian hospitality market. “We initially spread our wings with a prestigious partnership alongside the venerable Taj Group in the Maldives and Sri Lanka,” recalled Dr Chaudhary, his eyes gleaming with nostalgia. “Today, we preside over a global empire of 168 exquisite hotels,” he added. However, Lamba posed a question that resonated with the hearts of many: Would the Chaudhary Group’s focus lean towards expansion in the Indian subcontinent? To this, Chaudhary’s response was filled with unwavering conviction: “India is the apple of the world’s eye, and we are not immune to its allure. We harbour grand designs to craft magnificent hotels on this sacred soil.” But it’s not just luxury and leisure that stir the soul; the winds of change whisper the secrets of wellness, an industry surging towards a trillion-dollar zenith. “Post-Covid, wellness has become the mantra,” said Chaudhary. “It’s now a way of life, and people embark on wellness holidays, seeking solace and rejuvenation. India, with its rich tapestry of culture and heritage, has the potential to metamorphose into a world-class wellness destination.” A humble beginning transformed into an empire of elegance and opulence, as Chaudhary Group’s portfolio now boasts of revered brands like Concept and Fern. Destiny, he mused, played an intriguing role in their serendipitous entry into the world of hospitality. “Many successful business families yearn to embrace the allure of the hospitality industry, often unaware of its intricacies,” Chaudhary mused, adding, “Our empire, however, spans realms beyond the allure of hotels. We have etched our presence in the realms of real estate and food, producing a remarkable 3 per cent of the world’s noodles.” India has burgeoned from 50 to 150 airports across its vast expanse and boasts a splendid array of around 170,000 branded hotel rooms, mostly concentrated in the country’s premier cities. The key to drawing more travellers, as Lamba revealed, lies in expanding airports, enhancing hotels and nurturing a thriving infrastructure that breathes life into every corner of the country. “Agra, the city of the enchanting Taj Mahal, has evolved little to attract tourists beyond the iconic monument,” Lamba conveyed. “India, geopolitically and economically, is capturing the world’s attention. Our time is nigh; India stands on the cusp of becoming the world’s third largest economy,” he added. As the conversation unfurled, the visionary Chaudhary underlined the symbiotic relationship between the Indian Government and the hospitality industry. Together, they can draw forth a torrent of tourist traffic, he felt. Lamba reflected on the historical mindset that hindered the Indian government from championing the hospitality sector, which was often perceived as elitist. Chaudhary wisely observed, “Industry growth is an evolutionary journey that cannot outpace a nation’s infrastructure. Our government has not been able to actively bolster our cause, owing to its socialist leanings. The states are leading the charge, recognising the industry’s potential to usher in substantial revenue.” Mandeep S Lamba Dr Binod Kumar Chaudhary
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 60 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com INDIA’S GOLDEN OPPORTUNITY IN AGEING WELLNESS GLOBAL THINKER’S KEYNOTE ADDRESS BY DR DIPAK C JAIN: REFLECTIONS ON THE LAST DECADE AND GLIMPSES INTO AN EMERGING ERA
61 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU THE CULTURAL and historical wealth of India, when thoughtfully harnessed, has the potential to change the course of the world, as was noted by Dean Dr Dipak C Jain who was addressing hospitality industry professionals at the 7th BW Hotelier Indian Hospitality Summit & Awards 2023. As the former Dean of the Kellogg School of Management at Northwestern University in Illinois, USA, and the cochair of the Academic Council of China Europe International Business School (CEIBS), his words sparked a flame of inspiration, illuminating a path where India could rise as a global leader in hospitality and ageing wellness. One of India’s most significant opportunities lies in its burgeoning ageing population, a demography often referred to as the “silver generation”. This group possesses the trifecta of assets: time, money and passion. Dr Dipak C Jain suggested that India can harness this demographic to reposition itself as a hub for healthy ageing, offering innovative programmes and services to cater to the evolving needs and desires of senior citizens. “One of the most significant shifts is the ageing of the global population, with more people over 65 years of age. The implications of this inclination extend to the hospitality industry, as elderly care becomes more critical than childcare,” he added. However, he went beyond the obvious, urging us to see infrastructure development not as a hindrance but as a catalyst for acceptance, integrity and resourceful thinking. The focus, he said, should be on optimising existing resources and recognising the potential for growth within the given parameters. “India’s hospitable nature, its ability to make visitors feel at home and its world-famous guest-centric culture can serve as strong foundations for building a thriving hospitality industry. Hospitality goes beyond mere infrastructure; it is embedded in the very genes of the Indian populace,” highlighted Dr Jain. India, with its diverse landscape and rich cultural heritage, has the potential to offer transformative experiences, merging ancient traditions with contemporary needs. The tapestry of India, adorned with historical landmarks and natural beauty, can provide the canvas upon which new paradigms of wellness and hospitality are painted. Collaboration and alliances with leading institutions in countries that excel in the hospitality and wellness sectors are India’s stepping stones to global prominence. Dr Jain reminded us that in this modern era, cooperation is the key. By channelling advancements in artificial intelligence (AI) and other technological resources, India can propel itself to the forefront of the global hospitality and wellness industry. He also emphasised that India’s inherent attributes, combined with strategic development, can pave the way for the nation to become a world leader in providing transformative experiences and services. Bhuvanesh Khanna, CEO, BW Communities, Dr Dipak C Jain and Puneet Dhawan, Sr VP - Operations - India & South Asia, Accor
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 62 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com A PHOENIX RISING FROM THE ASHES LEADERSHIP INTERACTION: UNLOCKING NEW HORIZONS: HOSPITALITY LEADERS’ VISION FOR STRATEGIC EXPANSION IN EMERGING MARKETS
63 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AS THE world steadily emerges from the impact of the global pandemic, the hospitality industry is experiencing a resurgence that is nothing short of magnificent. The metamorphosis, as it unfolds, brings with it promises of exciting explorations and transformative experiences for tourism enthusiasts worldwide. The 7th BW Hotelier Indian Hospitality Summit & Awards 2023 upheld the industry’s remarkable revival, with a staggering 1.72 crore tourists exploring the ethereal beauty of Kashmir and a staggering 300 million Indians traversing their own Motherland in 2022, which the speakers aptly dubbed “transformation”. The panel, comprising Ranju Alex, Area VP of South Asia at Marriott International; Sudeep Jain, Managing Director of SWA and IHG Hotels & Resorts; Sunjae Sharma, Managing Director of India and South West Asia at Hyatt India and Puneet Dhawan, Senior VP of Operations at Accor, advocated the hospitality industry’s revival with Farhat Jamal, Chairman of Travel, Tourism and Hospitality Committee at IMC Chamber of Commerce and Industry, acting as the moderator. The emergence of hotels in Tier II, Tier III and Tier IV cities has added a radiant glow to the hospitality market, mirroring an industry in constant evolution. Alex unveiled a profound truth: hotels are no longer confined to cities with existing infrastructure. They are the catalysts of change, fostering growth and nurturing infrastructure development in their wake. The industry’s focus has shifted to domestic travel as international travel remains as unpredictable as the ocean’s tides. Delving into the intriguing dynamics of leisure and corporate travel, Jain said, “Although leisure travel’s demand is on the rise, corporate travel remains the lifeblood of the industry. Yet the percentage of leisure travellers is expanding like ripples in a tranquil lake.” Adding some statistics to the scene, Sharma highlighted that nearly 200 meetings were held across 60 destinations in India, affirming the burgeoning infrastructure in these cities and illuminating the path for the hospitality industry’s growth. These luminaries of the industry also hailed the nation’s economic growth and youth demography as the bedrock on which the hospitality industry thrives. India’s resounding success in hosting the G20 Summit showcased the hospitality industry’s significant contribution and determination. Dhawan expressed gratitude for the pandemic era which ignited a newfound love for the Motherland. He applauded the age-old Indian culture and philosophy of treating guests as gods which, like the Midas touch, turned every guest into a golden opportunity for the hospitality industry. The session targetted at unlocking new horizons for hospitality concluded with panellists concurring that the hospitality industry’s transformation is not merely a tale of numbers or destinations; it is a shift that touches the very core of the sector. It heralds an era where the Tier II and Tier III cities of India will shine as bright stars in the firmament. Ranju Alex Sudeep Jain Farhat Jamal Puneet Dhawan Sunjae Sharma
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 64 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com ‘I BELIEVE IN INDIA FROM DAY ONE’ LEADERSHIP INTERACTION: UNLOCKING NEW HORIZONS: HOSPITALITY LEADERS’ VISION FOR STRATEGIC EXPANSION IN EMERGING MARKETS
65 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU INDIA IS not just a market but a pulsating heartbeat and hospitality industry is a vibrant canvas where tradition meets audacious reinvention; this is the takeaway audience gathered after Dimitris Manikis, President of Europe, Middle East, Eurasia and Africa, Wyndham Hotels and Resorts, delved into the soulful composition of his life. Manikis was in conversation with veteran hotelier Rattan Keswani, former Deputy Managing Director, Lemon Tree Hotels. The dialogue at the BW Hotelier Indian Hospitality Summit & Awards 2023 offered a glimpse into the art of working with Indians. “India was no longer just an exporter of workforce; it had evolved into a formidable management force,” Manikis reminisced about the initial gamble that bore fruit. “I believe in India from day one,” Manikis asserted, embodying unwavering commitment to Tier I and Tier II cities. Outlining the intricate threads of the global hospitality tapestry, Manikis opined that a 60 per cent Indian-origin or diaspora workforce is shaping the US hospitality industry. About his experience, he said, “We had to make a gamble in the beginning. We were lucky that we found the right owners who established a great brand presence.” But beneath the glitz and glamour, he believes that success in this vibrant industry is a universal aspiration. Be it the grandest palace or the humblest inn, every host shares the noble search of delighting guests while ensuring a return on investment. This common goal unites hearts worldwide in the pursuit of true hospitality. Yet amid this harmony, Manikis drew attention to the critical issue of sustainability. The gleaming facades of hotels often mask the industry’s unsustainable practices. With ardent conviction, he urged a paradigm shift, calling for the industry to give back to the planet that sustains us all. In the context of India’s tourism potential on the world stage, he underscored that introducing the world to “Incredible India” is the way forward. “Unless you introduce incredible India to the rest of the world, something can go wrong somewhere, and you won’t have an alternative. It’s not just about domestic tourism; it’s about showcasing India that’s just incredible.” He added that the mosaic of India’s hospitality industry must be unveiled to global audiences, painting a vivid picture of its diversity, opulence and heritage. In parting words, Manikis kindled a flame of selfrealisation among the professionals. To flourish, the Indian hospitality business must tap into its boundless potential and harness its inherent strengths. At the end of the day, Manikis said, it was about running a hotel successfully. Doing the right thing for the guest and making sure that you get a return on your investment: everybody has the same objectives. However, in your journey, you need to find your distinct story of grace, perseverance, and enduring success. Dimitris Manikis Rattan Keswani
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 66 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com FINDING UNITY IN PURSUIT OF EXPANSION OWNER’S PERSPECTIVES: UNVEILING THE FUTURE: HOSPITALITY ASSETS IN INDIA –STRATEGIES FOR INNOVATION AND SUCCESS
67 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU THE HOSPITALITY market in India is currently witnessing a remarkable surge, setting its course towards an even more promising future. The recent hosting of the G20 Summit has acted as a catalyst, casting a luminous spotlight on the country’s thriving hospitality sector. At the 7th BW Hotelier Indian Hospitality Summit & Awards 2023, experts from the hospitality industry gathered to unveil the secrets behind the thriving assets that define India’s hospitality landscape. Sanjay Sethi, the visionary CEO and Managing Director of Chalet Hotels, acted as the moderator for this session. Sharing the stage were Rahul Chaudhary, MD & CEO of CG Corp Global and CG Hospitality Holdings; JB Singh, President and CEO of InterGlobe Hotels; Ratan Kant Sharma, CMD of Triton Hotels and Resorts and Atul Dangayach, Managing Director of Dangayach Group. CG Corp Global and CG Hospitality Holdings, with their substantial presence on the global stage and in India, have set their sights on strategies to navigate the future. When probed about their approach, Chaudhary shared, “We like taking risks. We like to enter opportunities in distress and where we see a huge upsize, we obviously like to work towards turning around those opportunities and getting the benefit of the upside in the future.” His words resonated with the indomitable spirit that drives the fearless entrepreneurs shaping the nation’s hospitality dreams. In a volatile, uncertain, complex and ambiguous environment, Singh unveiled his mantra for staying future-ready. “For us to be future-ready is a continuous mindset, and it’s even more amplified when you operate in a country like India, which is also emerging and consolidating,” he articulated, underscoring the relentless pursuit of adaptability in the industry’s evolution. Dangayach Group, with its diverse array of brands, strategically steers towards luxury, a trend reverberating through the cosmopolitan echelons of India. Its dynamic MD, Dangayach, emphasised the pivotal role of branding in the contemporary hospitality world. “Today, the world is more brand-aware than ever. From the clothes we wear to the cars we drive, consumers are looking for branding, and I think these brands bring instant global recognition and a strong reputation with them. So if we customise those offerings for Indian customers, it is a win-win situation,” he exclaimed, shedding light on the exquisite fusion of global recognition and Indian customisation. Ratan Kant Sharma elucidated the visionary strategy of Triton Hotels for brand engagement and growth. “All brands have increased their standards, so we went on adding more and more hotels in the same location but in a segment where we don’t have competition,” he revealed, echoing the sentiment that innovation and evolution are at the heart of the Indian hospitality saga. With the G20 Summit’s glow still warming the industry’s heart, the luminous trajectory of India’s hospitality story continues to unfold, captivating the world’s attention. Rahul Chaudhary JB Singh Sanjay Sethi Ratan Kant Sharma Atul Dangayach
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 68 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com AI’S ROLE IS AUGMENTING, NOT REPLACING, HUMANS OWNER’S PERSPECTIVES: UNVEILING THE FUTURE: HOSPITALITY ASSETS IN INDIA – STRATEGIES FOR INNOVATION AND SUCCESS
69 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 EVERY GUEST’S experience is paramount; the wind of change is blowing, and at the forefront of this transformation stands a powerful ally: Artificial Intelligence (AI). “AI is going to change the way we do business. But at the end, technology is only to support service.” This statement by Philip Logan, set the tone of the discussion at the BW Hotelier Indian Hospitality Summit & Awards 2023. The power-packed panel hosted by Harish Chandra, the founder of the Global Hospitality Professionals Group; consisted of some imminent personalities from industry such as Philip Logan, COO, Royal Orchid Hotels & Regenta Hotels; Nilesh Patel, Director of IT for India and South Asia at Accor; Vivek Gangishetty, Vice President of Sales and Marketing at RMS Cloud and Sameer Singh, Senior Vice President at Lemon Tree Hotels. Logan, known for his innovative approach to hospitality, drew attention to the transformative power of AI, highlighting that it’s not about replacing human touch but augmenting it. He emphasised that AI technology can enhance guest service by providing quicker responses, streamlining financial tasks, and automating routine responses. Furthermore, he predicted a shift from traditional servers to cloud-based solutions, citing the rapid evolution of technology in India. Patel, Director of IT at Accor, concurred with Logan’s vision, asserting, “AI is the key factor that will come in the future in the hospitality and hotel business.” He put a spotlight on the pivotal role of AI in creating a seamless, personalised experience for guests, from the moment they book their stay until the time they check out. He revealed how AI had the potential to boost revenue by tailoring discounts based on guest behaviour, such as their interest in spa services. Singh, meanwhile, addressed the challenges stemming from the pandemic, including talent retention and reduced staffing ratios. He posited that “AI could alleviate the burden on staff by handling repetitive manual tasks and improving conversational AI for call centres, in-room dining, and reservation centres.” Reassuring the role of technology in empowering rather than replacing human jobs in the industry, Gangishetty asserted, “It (technology) should be an enabler.” He reflected on the immense potential of AI to enhance hotel services and backend operations effectively. Summarising the enriching session, Harish Chandra, highlighted how AI and technology were serving as catalysts for change within the hospitality sector. As the industry embarks on this exciting era of machinery advancement, one thing remains certain: technology is poised to be the indispensable partner that enhances and elevates the human touch, making every guest’s stay a memorable and personalised experience. Harish Chandra Vivek Gangishetty Nilesh Patel Philip Logan Sameer Singh BY BWH BUREAU
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 70 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com JOURNEY THROUGH TIME WITH LEGENDS OF HOSPITALITY LEADERSHIP INTERACTION: JOURNEY THROUGH TIME – WISDOM FROM THE PIONEERS – PAST, PRESENT AND FUTURE OF INDIAN HOSPITALITY
71 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU IN THE hallowed halls of wisdom, where time weaves its intricate stories, two luminaries emerged to guide the hospitality industry on a captivating voyage of the past, present, and future. KB Kachru, Chairman Emeritus and Principal Advisor - South Asia, Radisson Hotel Group and Nakul Anand, Executive Director, ITC Limited and Chairman, FAITH, graced the BW Hotelier Indian Hospitality Summit & Awards 2023 with their timeless tales. Anand, the eternal hotelier, commenced this enchanting odyssey by recounting the moment he assumed the mantle of a General Manager at 28, commanding a colossal 560-room hotel. The audacity of youth carried him forward, and at 30, he etched his name in history as the youngest GM, this time at a charming 140-room haven. His bittersweet recollection came with a tribute to the man who wrested the title from him, none other than Kachru himself. Anand gracefully acknowledged that Kachru was more deserving of the honour. Kachru, a maestro of the hospitality realm, wove his own tale of glory, one that began at the astonishing age of 23 when he stepped into the role of a General Manager. Kachru mused on the unpredictability of life, asserting that meticulous planning was not always the blueprint for success. He emphasised that life, like a finely aged wine, matures with experience. Anand had a slightly different perspective as he claimed, “Anyone who has achieved success has been unreasonable. It is a path fraught with audacious questions and a vision of a world yet unformed.” Kachru, in a candid revelation, confessed to being a hotelier by happenstance. It was a chance encounter with a hotel management billboard in Delhi that altered his course. He emphasised the value of planning, asserting that his journey of precision only truly commenced when he embraced the realm of hotel management. Anand delved into the heart of what defines success in a service organisation. He said the tapestry is woven meticulously, brick by brick, blending processes and trust. Clear-cut accountability, he stressed, was indispensable. As leaders, some values must remain sacrosanct, even as the ebb and flow of individuals takes place. He further yearned to be remembered as a hotelier, a vocation he held in the highest regard. He reminisced about his tenure as a night manager, a role he would later rebrand as the night general manager, a testament to the endless metamorphosis of a visionary. In their shared journey through the archives of Indian hospitality, Anand and Kachru left an indelible mark, bridging the past, present, and future with the wisdom of pioneers who have sown the seeds of excellence. KB Kachru Nakul Anand
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 72 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com INDIA’S EXTRAORDINARY GROWTH STORY LEADERSHIP INTERACTION: CREATING HOSPITALITY HAVENS – STRATEGIES FOR FUTURE-READY INFRASTRUCTURE AMIDST TOURISM RESURGENCE
73 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AS INDIA propels itself into a pivotal role on the global stage, a fascinating narrative of growth progresses. The next two decades are poised to witness the country’s extraordinary rise, not merely as an economic powerhouse but as a central player in the international tourism sector. At the BW Hotelier Indian Hospitality Summit & Awards 2023, industry experts unveiled insights and projections that point to a dynamic future for the country’s tourism and hospitality industries. The discussion with Zubin Saxena, MD and Sr Vice President, South Asia, Radisson Hotel Group; Samir MC, Managing Director, Fortune Park Hotels Ltd; Nikhil Sharma, Market Managing Director, Eurasia, Wyndham Hotels and Resorts and Navjit Ahluwalia, Sr VP & Country Head - India, Hilton, explored the projections and revelations that signal India’s imminent ascent to a position of prominence in the world of global tourism. Rahul Pandit, Chief Executive Officer of Horizon Industrial Parks, facilitated the flow of thoughts as moderator. “India’s growth is going to be extraordinary in the next 20 years.” These words from Ahluwalia set the stage for a compelling debate on the remarkable potential of the country’s tourism. While highlighting data from the IMF and JP Morgan, Pandit emphasised India’s prominent role in the global workforce and laid out the impressive growth prospects. He cited the IMF’s prediction of global economic growth at 3 per cent this year and 2.9 per cent next year, painting a promising outlook. JP Morgan’s annual forecast estimated a staggering $7 trillion in the global economy by 2030, with India set to contribute a substantial $410 billion to the tourism industry. One of the most exciting revelations was the anticipation of 1,400 new aircraft entering the Indian market over the next five years, accommodating a whopping 685 million passengers in the next two decades. Pandit discussed India’s ambitious Gati-Shakti programme, a game-changer that will inject a colossal $1.2 trillion into improving infrastructure and logistics. In his view, this initiative is expected to set the stage for a new journey towards unprecedented growth in the sector. Ahluwalia shared a vision of India as a hub for diverse accommodation options catering to a wide range of travellers. He highlighted the plethora of opportunities that lie ahead and remarked that India’s tourism sector is not limited to luxury travellers but embraces the entire spectrum of tourists. Samir MC, touched on the evolving work-life paradigm. He stressed the importance of blending work and leisure, citing the role of technology in enhancing the efficiency of personal and professional relationships. He emphasised the growing significance of wellness and the need for diverse dining options to cater to the modern consumer’s demands. However, Saxena addressed the pressing issue of labour costs in the industry. He highlighted the need for skilled professionals in the hospitality sector as it braces for a surge in demand. Saxena pointed out, “We have a bigger gap in the skilling of people in the industry, which requires attention to grow consumers.” Sharma discussed the evolution of consumer preferences. He noted that food is assuming greater importance within the industry, with hotels focusing on creating stylish and youthful interiors. Additionally, he anticipated a surge in homestays, reflecting the changing dynamics of accommodation. The discussion showcased some of the diverse visions of India’s tourism and hospitality sectors. With an emphasis on infrastructure development, work-life integration, and labour force development, the industry is all set to harness its vast potential and elevate the country’s global tourism influx. Samir MC Zubin Saxena Rahul Pandit Navjit Ahluwalia Nikhil Sharma
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 74 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com HOPE OF PRESERVING HUMAN TOUCH IN DIGITAL ERA CONSULTANT INSIGHTS – STRATEGIC VIEWS INDIAN HOSPITALITY RENAISSANCE: FORGING A SUSTAINABLE FUTURE
75 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AT THE dynamic intersection of technology and tradition, the contours of the future emerge vividly, marking a pinnacle of growth and prosperity. Within the hospitality realm, industry luminaries united at the 7th edition of the BW Hotelier Indian Hospitality Summit & Awards 2023. The group converged as Zubin Saxena, MD, and Area Sr Vice President - South Asia for Radisson Hotel Group moderated the panel which included Mandeep Lamba, President, South Asia at HVS Anarock and Jaideep Dang, MD for Hotels and Hospitality Group, Jones Lang Lasalle, India. The experts acknowledged that the harmonious blend of technology, human touch and investment prospects is destined to take centre-stage. The hospitality industry is standing at the crossroads of innovation and tradition. Lamba, a custodian of tradition, held fast to the belief that automation and technology would play an ever-increasing role in the years ahead. But in his voice, there was a subtle note of caution. “The only hope I have is that we should not lose human touch factor to digitalisation.” He cautioned that as time unfolds, a sense of isolation might encroach upon those who seek the warmth of a genuine smile and the touch of a caring hand. The notion that the future may herald a world where people check into hotels devoid of human interaction was a prospect that Lamba was not entirely comfortable with. “Meeting people is going to be a luxury in the future, due to technology,” he opined, a statement that echoed the sentiment that luxury, warmth and technology must coexist in the hospitality landscape. Saxena furthered the discourse of discussion as he raised the thought-provoking question, “How might technology become the new normal in hotel operations in the near future?” It was a query that sent ripples through the gathering, sparking a dialogue woven between timeless traditions of hospitality and the promises of cutting-edge innovation. Dang delved into the world of investments: “The reason is the yields hotel operators are providing to the owners. Therefore, the owners are compelled to build and do more,” he declared. In a market bifurcated between business and leisure, the seeds of growth had been sown, promising a lush harvest in the years to come. But what of the financial tapestry that underpins this realm of luxury and warmth? Lamba offered his perspective: “Rates and growth in the business, revenue, and profits will fluctuate.” He foresaw a temporary slowdown, a pause in the relentless march of hospitality, owing to external factors. However, he also prophesied a bright horizon on the distant shore, where growth and prosperity would once again embrace the industry. Dang shared the optimism that “the ecosystem around us is extremely positive,” he proclaimed, uncovering the intricate dynamics that fuelled the industry’s resurgence. Zubin Saxena Mandeep S Lamba Jaideep Dang
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 76 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com INDIA’S HOSPITALITY ON-BOARDING: A DECADE OF DELIGHT ASSET INVESTMENT – OWNER’S PERSPECTIVES CATALYSING HOSPITALITY RENAISSANCE – CEO DIALOGUES ON TRANSFORMING INDIA’S HOSPITALITY LANDSCAPE
77 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AS WE gaze into the crystal ball of India’s hospitality sector, we see a future brimming with potential and opportunities. The interplay of supply and demand, the allure of international brands, the promise of Tier III-IV markets and a diverse workforce are the pillars that support this grand vision. The words of industry experts gathered at the 7th BW Hotelier Indian Hospitality Summit & Awards 2023 rang this tune and highlighted the untapped potential in India’s hospitality industry. Under Jaideep Dang, MD, Hotels and Hospitality Group, Jones Lang Lasalle, India, who moderated the session, a group of hoteliers gathered to discuss the catalyst for the hospitality renaissance. The panel included Gaurav Sharma, Vice President - Development, Real Estate and Development for IHCL; Suhail Kannampilly, MD of Fern Hotels and Resorts; Cyrus Madan, Senior Vice President of Business Development (India, Nepal, Bhutan and Sri Lanka), Atmosphere Core; Aniruddh Kumar, Vice President of Development for India and South Asia at Accor and Philip Logan, COO of Royal Orchid Hotels and Regenta Hotels. “Forget 2024. From my perspective, the next decade will be a hospitality decade. Why? Because of simple economics - demand and supply,” proclaimed Sharma. Kannampilly shared Sharma’s optimism; he has foreseen a minimum annual growth rate of 30 per cent for the next five years for his brand, underpinned by a two-fold strategy: adding new hotels and nurturing same-store growth. This buoyancy is grounded in India’s shifting economic landscape, with a remarkable 15 per cent increase in per capita income over the last year. “Even with a conservative adjustment of 50 per cent, these statistics indicate an annual per capita income growth rate of approximately 25 per cent,” explained Kannampilly. He highlighted that 80 per cent of The Fern Hotels and Resorts’ inventory is currently concentrated in western India. Their growth strategy mirrors the organic progression of businesses, starting at the local level and expanding regionally, nationally and ultimately internationally. Likewise, Madan unveiled his brand’s strategic expansion plans. He said that Atmosphere Core’s entry into the Indian market is a continuation of the legacy, as 200 rooms in the Maldives are daily occupied by Indian tourists alone. Kumar delivered a comprehensive analysis of the Indian hospitality market. He revealed that the average market performance currently hovers around a 65 per cent occupancy rate with an Average Daily Rate (ADR) of approximately 7,000. Accor’s portfolio is already outperforming these benchmarks, achieving a 72 per cent occupancy rate with a similar ADR. His confidence in the market’s growth prospects is resolute, with the potential to progress from 65 per cent to 70 per cent and eventually to 75 per cent. He pointed to Tier III-IV markets as the hotbeds of opportunity for this growth, highlighting the conversion of unbranded accommodations into branded ones as the key. At present, only 6-7 per cent of India’s total accommodation market is branded, presenting vast opportunities, especially in Tier III-IV markets. As the hospitality sector embarks on a journey of unprecedented growth, the need for a robust workforce becomes paramount. Logan addressed concerns by emphasising the potential of India’s female workforce. He believed that gender diversity is the solution to the impending workforce deficit. “There’s a female deficit in the way we manage in India, and that needs to change. We in the west talk about workforce planning guides. We don’t talk about manning guides. So, a workforce planning guide requires diversity. I think the female fraternity will stand up,” he declared. Gaurav Sharma Cyrus Madan Jaideep Dang Suhail Kannampilly Philip Logan Aniruddh Kumar
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 78 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com SUSTAINABILITY STARTS WITH BEING TYPICALLY INDIAN DESIGN DIALOGUES: INNOVATIVE DESIGN REVOLUTION – CRAFTING SUSTAINABLE HOSPITALITY SPACES FOR TOMORROW
79 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU “To ensure sustainability, the need of the hour is to create a design that is timeless,” declared design experts gathered at the 7th edition of the BW Hotelier Indian Hospitality Summit and Awards, emphasising the importance of innovative designs that stand the test of time, not just for the next decade but for the next 50 to 100 years. The session’s moderator, Reema Diwan, Vice President of Design and Technical Services at Accor Hotels, was in discussion with Bobby Mukherji, Chairman of Bobby Mukherji and Associates; Rohit Wangnoo, Executive Director of Wang Hospitality Equipment; Vandana Dhawan Saxena, Design Principal of Studio IV Designs; Ar Reza Kabul, President of ARK Reza Kabul Architects and Klaus Kienzler, Studio Head India, Hyatt Design Services. Sustainability, as they highlighted, goes hand in hand with minimising carbon footprints. Mukherji elucidated this symbiotic relationship, saying, “It starts with being as Indian as possible. Indians know the material; they understand the weather, geography, limitations of a good project, and getting the best out of Indian artisans. Locally made is the key.” His approach, founded on utilising the knowledge and expertise of local artisans and materials, is seen as a key driver for sustainability. He added, “Try and create a product that is timeless, and you can reduce the carbon footprints to a good extent.” Diwan recognised the historical thread of sustainability in India. She pointed out that India has a tradition of sustainable practices, from using paper bags to small, eco-friendly initiatives. However, in the quest for modernisation, the country somewhat lost touch with its eco-conscious roots, a situation that is now undergoing a change. In fact, this vision is already becoming a reality in places like Morbi, Gujarat. Wangnoo showcased Morbi as a prime example of this transformation. Morbi has evolved into the ceramic capital of India, with nearly 390 factories. Today, Morbi’s tiles not only match Italian quality but are also cheaper than the Chinese imports. This transformation has even piqued the interest of European companies looking to collaborate with Morbi’s businesses. Saxena highlighted the importance of long-lasting materials in sustainable interior design. She noted that “properties often undergo refurbishments every five years. So, the treatment of hotels and properties as material banks, where everything removed can be reused or recycled, is the key.” Efficiency, she argued, is the key to sustainability in today’s world. Kabul drove this point home, stating, “When we design anything, we have to keep in mind we are designing for the future. You need to design something that can be converted. That is the best way to design.” But not all experts shared the same perspective. Kienzler emphasised the importance of adaptation and evolution. He noted that hotels need to evolve to cater to the changing needs and desires of their clientele. “The more senior and corporate people travelling will have an impact on the design,” he explained. “The generation that has the money to spend wants to explore other cultures. The hotels need to check on the demand and the need.” Reema Diwan Bobby Mukherji Reza Kabul Vandana D Saxena Rohit Wangnoo Klaus Kienzler
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 80 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com BATTLE AGAINST CLIMATE CHANGE HOSPITALITY SUSTAINABILITY SUSTAINABLE PATHWAYS: ACHIEVING ZERO-CARBON FOOTPRINT IN INDIAN HOSPITALITY
81 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU AS THE spectre of climate change looms large on the global stage, its far-reaching impact has spurred a clarion call for collective action. The World Economic Forum has sounded the alarm, ranking climate action failure as the foremost global risk. The hospitality sector, which accounts for approximately 1 per cent of global carbon emissions, has not been exempt from the ominous shadow cast by climate change. A chorus of voices from within the industry emerged at the BW Hotelier India n Hospitality Summit and Awards 2023. The panel of luminaries, including Pullman & Novotel’s Cluster General Manager Vineet Mishra; Founder of iSambhav, Niranjan Khatri; Area Engineering Director for Delhi-NCR and Director of Engineering at Taj Palace New Delhi, Nishchal Bazaz; Head of Housekeeping at ITC Ltd - Hotels Division, Gunjan Bisarya and Vice President of Materials at Oberoi Hotels & Resorts, Ouseph Francis, collectively expressed their commitment to combating climate change and shared their vision for a greener and more ecoconscious future. Mishra confidently declared, “We will be carbon neutral by 2050.” His assurance was backed by a suite of initiatives, including the production of organic fruits and vegetables and harnessing solar energy. But it doesn’t stop there. “We have a waste management plant,” Mishra proudly revealed, “which produces energy from that waste and I’m happy to say that 95 per cent of our energy is generated from that source.” The numbers are staggering. According to Khatri, “The world has had 2,900 giga tons of CO2 from the preindustrial age to the end of the 21st century.” He acknowledged that climate change is a multi-layered challenge with far-reaching implications for our lifestyles, agriculture and water availability. In the hotel industry, the impact of climate change is already being felt. Extreme weather events are driving up operational costs and dissuading tourists from visiting certain destinations. Bazaz laid out the hotel’s mission: “Our aim is to involve a sustainable partner and help reduce carbon footprints.” He highlighted projects like a sustainable cooling system and the battle against fossil fuel laundering as vital components of their strategy. For Bisarya, the journey towards sustainability begins at home. She explained, “In housekeeping, we use eco-friendly chemicals that don’t harm our environment and we implement waste segregation at the source, differentiating between wet and dry waste.” The commitment extends to waste reduction as well, with the establishment of an in-house water bottling plant preventing 90 per cent of plastic waste from escaping into the environment. Francis emphasised the pivotal role of awareness. “We engage with a multitude of vendors to spread awareness about these initiatives,” Francis noted. Replacing plastic toothbrushes with wooden alternatives and switching from plastic bottles to glass bottles are just some of the tangible steps taken. He underscores the importance of incentivising good practices and raising awareness among people. Through a range of innovative measures, from waste-to-energy projects to sustainable systems and eco-friendly practices, these leaders in the sector are not only reducing their carbon footprints but also setting an example for others to follow. Gunjan Bisarya Ouseph Francis Niranjan Khatri Nischal Bazaz Vineet Mishra
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 82 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com PARADIGM SHIFT IN PERCEPTION OF PR HOSPITALITY STORYTELLING: CRAFTING PR & CORPORATE MARCOMM EXCELLENCE IN INDIA’S HOSPITALITY INDUSTRY
83 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU EMBARKING ON an odyssey of creating narrative in the hospitality industry, the 7th IHA BW Hotelier Indian Hospitality Summit & Awards 2023 beckoned industry luminaries to explore the pivotal role of Public Relations (PR) professionals. The discussion dissected the intricacies of the profession but to unveil its transformative power within the ever-evolving landscape of the business. The discourse began, spearheaded by Rakhee Lalwani, Founder, RLA and Consultant with IHCL for Diversity and Inclusion along with Nidhi Verma, Director of Marketing Communications India and South Asia, Accor; Sonakshi Yajurvedi, Senior Area PR Manager - South Asia, Raddison Hotel Group; Reema Singh, director Communications for Hilton, India and Divya Agha, General Manager Marketing, Fortune Park Hotels Limited. “There is definitely a gap in understanding of what PR does,” mused Lalwani, her words lingering in the air like a riddle. “It is an irony because the people who are responsible for steering public opinion about others are not able to do that for themselves.” In this enigma, she unveiled the paradox that cloaks PR professionals - the silent architects of perceptions. Yajurvedi, with a poised elegance, added her thoughts to the lyrical conversation, “One part of our job is to turn the leader into a storyteller.” She continued, “It is time when we accept the job of a PR professional as the mainstream, not just a background operation.” Amidst the variety of opinions, Singh of Hilton - India, wove her insights with finesse. She portrayed PR as the maestro orchestrating narratives, conversations, and the very essence of brand reputation. In her words, PR is the brush that strokes imagination, creativity, value, and purpose onto the canvas of the industry. Illuminating the evolving trends in the industry, Verma emphasised the communication expertise that PR professionals bring to the table painted them as invaluable artisans. The dialogue meandered into the realm of artificial intelligence and Chat GPT - a duo seen by Agha as tools embellishing the efficiency of content creation. These technological artisans, she contended, offer a nuanced understanding of evolving customer behaviour, enabling targetted communication with specific audience segments. Yet as the discussion ripened, a harmonious consensus emerged - a melody sung in unison by the panellists. While AI and Chat GPT may streamline the symphony of content generation, they can never replace the irreplaceable - the soulful melodies composed by PR professionals. Their role, it seems, is not one to be usurped by the digital vanguard but to be complemented by it. Sonakshi Yajurvedi Nidhi Verma Rakhee Lalwani Reema Singh Divya Agha
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 84 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com REVIVAL OF RUINS INTO GLOBAL TREASURES HERITAGE TRANSFORMATION: RECLAIMING HERITAGE – TRANSFORMING RUINS INTO GLOBAL TREASURE
85 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 BY BWH BUREAU RAJASTHAN, WHERE ruins have been reimagined and lovingly restored, serves as an alluring tapestry that captivates the hearts of travellers, both Indian and from foreign lands. “Heritage tourism is not merely a stay but an immersive journey through time,” Aman Nath posited, setting the stage for a voyage into India’s bygone splendours. Alongside him, eminent figures graced the stage at the BW Hotelier Indian Hospitality Summit & Awards 2023, including Randhir Vikram Singh, President of Indian Heritage Hotels Association and CMD at Hotel Castle Mandawa Pvt Ltd; Veer Vijay Singh, CEO and MD of Trance Hotels and Resorts and Maharaja Gaj Singh of Jodhpur, who holds the honorary title of President Emeritus at the Indian Heritage Hotels Association. The discussion took an intimate turn as it unveiled the unique challenges faced by Maharaja Gaj Singh, affectionately known as Baapji. He vividly reminisced about his upbringing within the world’s most elaborate and art-filled palace where the weight of his family’s legacy was a constant companion. “The indelible mark left by my ancestors’ actions on our family’s name has been both a daunting challenge and an unending source of inspiration,” he shared, fondly remembering the tumultuous 1950s, a period when monarchs faced trials and tribulations. “In those trying times, we monarchs often found courage and strength not just within ourselves but also from the unwavering support of those who stood by our side, ready to defend our family’s heritage,” he shared. Veer Vijay Singh, in his eloquent manner, encapsulated the essence of heritage hotels as portals that enable travellers to transcend time, connecting with the grandeur of bygone eras. These hotels bridge the gap between the past and the present. Meanwhile, Vikram Singh further illuminated the transformation of the Shekhawati region, a canvas that bore the transition from subjugation under Jaipur’s rule to asserting its autonomy. In 1471, Rao Shekhaji declared independence from Jaipur, marking the region’s journey towards self-determination. In 1980, Castle Mandawa’s restoration and reopening marked a pivotal moment for heritage tourism, as walls were meticulously painted and intricate frescoes were restored, revealing the rich cultural heritage concealed within this part of India. Adding his voice to the symphony, Veer Vijay Singh spoke of India’s royal legacy, which has long entranced the world. He recounted the historic visit of Jacqueline Kennedy, who was graciously received by Maharani Gayatri Devi during a polo match, a moment etched in the archives. Vikram Singh returned to the limelight, underscoring the treasure trove that is the Shekhawati region. With over 35 towns and 2,000 painted houses, each a masterpiece created between 1830 and 1930, this region boasts an extraordinary historical treasure. These intricate wall paintings offer a glimpse into the past, revealing the remarkable work of the artists from that era. The panel discussion transcended the mere admiration of history to explore the profound impact of heritage tourism on the Shekhawati region’s resurgence. This metamorphosis has seen decaying ruins evolve into global treasures. The tales of gallant warriors and the indomitable spirit of the Shekhawats provide the backdrop for understanding India’s rich heritage. Maharaja Gaj Singh Veer Vijay Singh Aman Nath Randhir Vikram Singh
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 86 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com AND THE
87 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 WINNERS WINNER IS...
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 88 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com THE RECOGNITION for General Manager (Luxury) - National Award by BW HOTELIER is a testament to the unwavering dedication at Fairmont. This award inspires me to continue my journey of creating unforgettable moments and exceeding expectations along with my team. Fairmont has consistently set the standard for luxury in the hospitality industry, achieving remarkable milestones in guest satisfaction, sustainability, and community engagement. With a legacy of top-tier guest reviews and pioneering sustainability initiatives, our hotel remains a symbol of exceptional luxury. This award underscores our commitment to delivering extraordinary experiences and upholding our reputation as a leader in the luxury hospitality sector. LUXURY GM OF THE YEAR RAJIV KAPOOR FAIRMONT JAIPUR NATIONAL WINNER
89 BWHOTELIER SEPTEMBER-OCTOBER 2023 2023 www.bwhotelier.com IHA-2023 WINNERS THE LODHI, NEW DELHI TAJ SKYLINE AHMEDABAD IT IS a huge honour for me to get the Best General Manager - Luxury - South award. While I thank the jury , I will do all I can to live up to the award. Many thanks and wishes for the BW HOTELIER family and I wish the team all the best in their all their endeavours. THANK YOU. This recognition is highly rewarding and is a testament to our continuous efforts towards going the extra mile to ensure guest delight. It also signifies the importance of team effort and the commitment to deliver the best. It motivates us to excel in our pursuit of providing one-of-a-kind planet-positive experiences to our guests. Congratulations to the entire team. DEEPLY HONOURED and grateful to receive the Award. It is a testament to the hard work and dedication of the entire team at The Lodhi, New Delhi and it reinforces our commitment to excellence in the world of hospitality. This recognition not only underscores the immense effort that has gone into consistently putting our best foot forward but also inspires us to continue pushing boundaries and raise the bar even higher. I FEEL privileged to win the award for Best Luxury General Manager - West at the 7th BW HOTELIER Summit & Awards. I thank my senior colleagues who have guided me in my career. Also, I am deeply grateful to my team at Taj Skyline Ahmedabad that has been a delightful one to work with. ABHIMANYU SINGH LODHA GAURAV SONEJA AVEEK SENGUPTA ITC ROYAL BENGAL REGIONAL WINNERS EAST ZONE WEST ZONE NORTH ZONE SOUTH ZONE JAIKANT SHROFF TAJ MG ROAD
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 90 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com I’M TRULY honoured to have been awarded the prestigious title of “GM of the Year National” at the BW HOTELIER Award. This recognition is not only a testament to my dedication and hard work but also a reflection of the outstanding team I have the privilege to lead. It reinforces our commitment to providing exceptional hospitality experiences and upholding the highest standards of service. I extend my heartfelt gratitude to the entire team, whose unwavering support made this achievement possible, and to BW HOTELIER for acknowledging our efforts. This award inspires us to continue striving for excellence in the hospitality industry. I would also like to thank the IHG Leadership for the immense support. UPPER UPSCALE GM OF THE YEAR PANKAJ GUPTA CROWNE PLAZA NEW DELHI MAYUR VIHAR NOIDA NATIONAL WINNER
91 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 WINNERS I FEEL honoured to be recognised by the BW HOTELIER award this year and hope to continue in my journey of excellence, innovating and learning as we grow. Looking towards to a future with precision, continuing to enhance experiences. THE YEAR 2022-23 has been record year for us, both in creating shareholder value and superior competitive performance. We’ve done record revenues and profits and this has been the result of fantastic teamwork. This Award is a great recognition for efforts made by a team, especially in an environment of fantastic trust and transparency. NO ONE can whistle a symphony. It takes an orchestra to play it. Similarly, this win is not personal, but a victory of all my passionate team members who have put their heart and soul in order to bring IHG’s winning culture to life. Congratulations to the BW HOTELIER team for curating a spectacular show and setting a new benchmark. I’M HONOURED to be bestowed upon the award for Best General Manager (North) for Upper Upscale, second time in a row. This award goes to the support and guidance of Radisson Hotel Group and the ownership along with the hard work of the rock solid team that always stands behind me. IT IS an honour to receive the award. Thanks, BWH. WelcomHotel Bengaluru reflects perfectly on ethos of enriching experiences for all stakeholders driven by growth, innovation and empowerment and innovation along with sustainability. VISHAL SHARMA RANVIR BHANDARI SHUVENDU BANERJEE ASHWNI KR GOELA AMANDEEP KAUR VIVANTA KOLKATA EM BYEPASS TRIDENT, NARIMAN POINT, MUMBAI CROWNE PLAZA NEW DELHI OKHLA RADISSON BLU PLAZA DELHI AIRPORT WELCOMHOTEL, BENGALURU REGIONAL WINNERS EAST ZONE WEST ZONE NORTH ZONE NORTH ZONE SOUTH ZONE
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 92 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com I CAN’T thank BW HOTELIER enough for honouring me. I’m delighted you appreciated and recognised our efforts, thank you for your faith and inspiration. This award is a sign of my gratitude for my efforts on behalf of my team at Novotel Guwahati, who all inspire and believe in me. I proudly accept this honour on behalf of every member of my team, with complete dedication and thanks. This honour serves as a source of inspiration not only for NE region but for every individual in Tier II and III cities with unique challenges and a will to compete with hotels of scale, magnitude and better locations. A heartfelt thank you to everyone including our owning entity SMJDB for their support and Accor India for their guidance. UPSCALE GM OF THE YEAR NITIN PATHAK NOVOTEL GUWAHATI GS ROAD NATIONAL WINNERS I’M TRULY honoured and deeply grateful and express my heartfelt thanks for being awarded the General Manager of the Year at the BW HOTELIER 2023 Awards. This recognition means the world to me, and I am thrilled to have received such a prestigious accolade and I would like to extend my sincere appreciation to each of the jury members for acknowledging my contributions. Success is not an individual achievement but the culmination of a dedicated team’s hard work and unwavering commitment to excellence. Winning the Best General Manager (Upscale) award at the BW HOTELIER Award is a reflection of my and my team’s collective passion for creating exceptional guest experiences. HARPREET VOHRA RADISSON BLU FARIDABAD
93 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 WINNERS RADISSON JODHPUR FORTUNE PARK GALAXY VAPI THIS AWARD is a testament to the unwavering commitment and passion of the team at The Gateway Hotel, Ernakulam. It reaffirms our commitment to excellence in the hospitality industry. Sincere thanks to Mr Prabhat Verma, EVP & Mr Mohd Yousuff, SVP, IHCL and all other leaders. I’M HONOURED to receive this award and would like to express my gratitude to the jury and everyone involved in the selection process. This recognition reminds me of the power of hard work, perseverance and dedication. It also serves as a reminder for me to stay committed to my goals and never give up. I share this recognition with my mentors, colleagues and loved ones who have supported me throughout my journey. I’M GRATEFUL to receive the BW HOTELIER IHA 2023 Award. This accolade is incredibly meaningful to both me and our dedicated team. It truly reflects our unwavering dedication to providing exceptional hospitality and our ceaseless work to ensure every guest enjoys a memorable experience. This award will inspire us to uphold our high standards and we look forward to continuing our innovative journey. THIS AWARD means a lot to me, both on professional and personal front. I would like to express my sincere gratitude to everyone at BW HOTELIER, the jury, my team, the corporate team at Fortune Park Hotels Ltd and my family. Special mention to Mr Sameer MC, Mr Arindam Kunar, Saiyed Sir and Siraj Bhai. This award will surely make me deliver stronger and harder everyday and every moment to raise the bar. SAURABH THAKUR ABHISHEK KR BAIRAGI SABYASACHI CHATTERJEE LEMON TREE PREMIER, BHUBANESWAR REGIONAL WINNERS EAST ZONE WEST ZONE NORTH ZONE SOUTH ZONE SANEEJ POTTAKKAD THE GATEWAY HOTEL ERNAKULAM
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 94 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com I’M DEEPLY honoured and grateful to receive the BW Hotelier India General Manager of the Year - Midscale Award. This recognition is a testament to the outstanding teamwork and dedication of my colleagues and the unwavering support of our guests. It inspires me to continue striving for excellence in the hospitality industry and to lead with passion and commitment. I would like to express my heartfelt thanks to BW HOTELIER team and all the jury members for this prestigious accolade. It motivates me to set even higher standards for the future. MIDSCALE GM OF THE YEAR ANANT LEEKHA IBIS MUMBAI VIKHROLI, IBIS NAVI MUMBAI & IBIS THANE NATIONAL WINNER
95 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 WINNERS IBIS JAIPUR CIVIL LINES THE FERN RESIDENCY AURANGABAD THIS RECOGNITION sn’t merely about my individual success but celebrates the combined dedication and efforts of the entire team. This accolade underscores our relentless commitment, the challenges surmounted and the countless hours invested in upholding excellence. I’M HONOURED to receive this award. A big thank you to BW HOTELIER for this recognition. I am grateful to the esteemed jury for bestowing this honour on me. It would never have been possible without my amazing team. This award is a testament to teamwork, dedication and passion. My heartfelt gratitude to each and everyone who supported and guided me over the last 20 years. HONOURED TO be recognised as GM of the Year - Midscale West at 7th BW HOTELIER Indian Hospitality Awards. I’m truly grateful to the BW HOTELIER team and the jury for their dedication and hardwork in making these awards successful. This achievement wouldn’t have been possible without your support and the collective effort of our amazing team. Thank you for this incredible honour! BALAGI SINGH RAJENDRA JOSHI REGIONAL WINNERS WEST ZONE NORTH ZONE SOUTH ZONE SANJEEV MANDAL COURTYARD BY MARRIOTT CHENNAI
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 96 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com I’M HONOURED to receive the General Manager of the Year 2023 (National Winner – Budget) award at the 7th edition of the BW HOTELIER Indian Hospitality Summit & Awards. This accolade is a testament to the dedication, resilience and innovative spirit of my exceptional team in providing top-notch hospitality within budget environment. It signifies our commitment to delivering memorable guest experiences while maintaining financial prudence. I extend my heartfelt appreciation to the BW HOTELIER team, our valued guests and my talented colleagues whose unwavering support has been instrumental in achieving this prestigious recognition. This award energises us to continue our journey of excellence in the ever-evolving world of hospitality. BUDGET GM OF THE YEAR ABHIRUP BANDYOPADHYAY HOLIDAY INN EXPRESS HYDERABAD HITEC CITY NATIONAL WINNER
97 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com IHA-2023 WINNERS FORTUNE DISTRICT CENTRE, GHAZIABAD GINGER GOA, PANJIM THIS RECOGNITION means a lot to me and it wouldn’t have been possible without the incredible team working with me. I acknowledge the valuable strategic inputs from Mr Zubin Saxena, Mr Javed Ali, Mr Sanjay Kaushik and Mr Yogendra Agnihotri. I’m grateful to BW HOTELIER or this recognition. I’M THRILLED to receive this prestigious award and am beyond grateful and honoured to achieve this milestone. Thanks to every team member at Ginger Bhubaneswar who made this possible. This accomplishment is a significant milestone in my professional career. I extend my gratitude for allowing me to receive this prestigious reward from BW HOTELIER. Thank you, once again. I’D LIKE to express my heartfelt gratitude for this award. This recognition is a testament to the hardwork and dedication of my team. We are truly honoured and humbled. We take great pride in providing exceptional service and creating memorable experiences for our guests. We look forward to maintaining the highest standards and serving our guests with passion and dedication in the years to come. GRATEFUL FOR the exceptional two-day summit. The insights shared by industry leaders were truly enlightening. Personally, Dr Dipak Jain’s inspiring journey deeply touched me. I extend my heartfelt thanks for offering such an outstanding platform and for the honour. A special appreciation goes to Team Pullman for their impeccable hospitality. Additionally, I commend the entire BWH team for their dedication and hardwork. JOY MUKHERJEE SHANTANU DAS ASHISH KR SINGH GINGER HOTELS ODISHA, BIHAR & JHARKHAND REGIONAL WINNERS EAST ZONE WEST ZONE NORTH ZONE SOUTH ZONE TARUN SINGH COUNTRY INN & SUITES BY RADISSON, MANIPAL
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 98 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com I’M THRILLED to be awarded, and I would like to express my gratitude to the jury members for choosing me as the national winner. A big shoutout to BW HOTELIER for this amazing award and recognition. I genuinely believe in the power of teamwork, and I sincerely thank my teammates, coworkers and seniors for their contributions to this success. And lastly, a special thanks to my family for their unwavering support. HEAD OF REVENUE MANAGEMENT OF THE YEAR VARGHESE THOMAS CHENNAI MARKETPLACE, ACCOR CHENNAI HOTELS NATIONAL WINNER
99 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com REGIONAL WINNERS I WOULD like to thank BW HOTELIER for offering a platform that brings all hoteliers together, recognising their talent and hardwork. My heartfelt gratitude to The Oberoi Grand and my dynamic team who inspires me to do my best every day, supporting me in all impactful revenue decisions. Heartiest congratulations to all the winners. I STRONGLY believe that people are your biggest strength at work. Teamwork is what makes the dream work! Learn each day; connect and empathise with your team; add joy to work; ideate; innovate; add that unique streak that defines your work and most importantly, take that chance and get on with it! MY HEARTFELT thanks to Shangri-La Eros New Delhi and my team for their motivation and support. I’m so proud to showcase my skills and awarded this incredible honour. It is a huge affirmation of my capabilities and I’m motivated to continue doing my best. I thank all the jury members for this amazing recognition. IHA-2023 hosted by BW Hotelier did not just give me and my team a platform for recognition but the 2 days event was an enriching experience that gave us the opportunity to learn from our industry stalwarts. My sincere thanks to BW HOTELIER for this recognition. It fuels our determination to aim for greater heights. I WOULD like to express my gratitude to BW HOTELIER for this recognition. My journey with The Leela Palaces Hotels and Resorts has been remarkable and I would like to express my gratitude to Madhav, Anupriya, Megha and Sharad for continued support and guidance. GAURAV ROHIRA SAREL NAIR NAVPREET SINGH DUA SUJITH KUMAR ANKITA PATHAK THE OBEROI GRAND, KOLKATA TAJ LANDS END MUMBAI SHANGRI-LA EROS NEW DELHI MARRIOTT TAMIL NADU THE LEELA PALACE BANGALORE EAST ZONE WEST ZONE NORTH ZONE SOUTH ZONE SOUTH ZONE IHA-2023 WINNERS
PRESENTS & SUMMIT 2023 7 POWERED BY: C0-PARTNER: 100 BWHOTELIER SEPTEMBER-OCTOBER 2023 www.bwhotelier.com THIS AWARD and recognition is truly encouraging and inspiring for myself and a lot of our industry colleagues who work hard in the constantly evolving market paradigm, where creating and making choices, tests the skills sales and marketing professionals. It is a privilege to be evaluated and awarded by industry experts and stalwarts who are the eminent jury of BW Hotelier Awards. HEAD OF SALES & MARKETING OF THE YEAR KAMAL DEEP SHARMA HYATT PUNE NATIONAL WINNER