BW HOTELIER - Nov-Dec 2022 IHA Special

A HOTELIER’S BIMONTHLY INSPIRATION - IHA-2022 SPECIAL VOL. 08 ISSUE 06 NOV-DEC 2022

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A HOTELIER’S BIMONTHLY INSPIRATION - IHA-2022 SPECIAL VOL. 08 ISSUE 06 NOV-DEC 2022

HALL OF FAMEINDIAN HOSPITALITY SUMMIT AND AWARDS 2022

BWHOTELIER.COM

A STORY OF RESILIENCE

BWH SPECIAL DUAL BWH SPECIAL DUAL PRESENTING PARTNER ADDRESS:

Zubin Saxena KB Kachru Suhel Seth Puneet Chhatwal Kanwal Jeet Jawa

MD and VP Operations, Chairman Emeritus & Managing Partner, MD & CEO, CMD,
South Asia, Principal Advisor – Counselage India Pvt Ltd The Indian Hotels Daikin Air-Conditioning
Radisson Hotel Group South Asia Company Ltd (IHCL - TAJ) India Pvt Ltd
Radisson Hotel Group

LEADERSHIP SESSION OWNER’S SESSION
Vision 2027: Will The Next 5 Years Finally Make Up For The Last 15 Years? Hotel Ownership – Rapid Evolution Of Expectations And Opportunities

Mandeep Anuraag Zubin Saxena Sudeep Jain Rohit Khosla Sanjay Sethi Ranjit Batra Vibhas Prasad Vineet Verma Nitin Kapur
S Lamba Bhatnagar
MD & MD Executive VP – CEO & MD, President – Director, Director, Managing Director,
President COO, The Leela VP Operations, Southwest Asia, Operations North Chalet Hotels Ltd Hospitality, Leisure Hotels Brigade Hospitality Radisson Blu Plaza
(South Asia), Palaces Hotels South Asia, InterContinental and West India, (MODERATOR) Panchshil Realty Group Delhi Airport
HVS Anarock and Resorts Radisson Hotels Group IHCL
(MODERATOR) Hotel Group

CELEBRITY CHEF’S SESSION F&B SESSION
Impact of inventive, modern Indian Cuisine on the global landscape for Indian fare Whatever Happened To Incredible Indian Cuisine As An International Cross Over

Diwan Gautam Kunal Kapur Vineet Bhatia Diwan Gautam Manisha Parvinder Rakesh Sethi Arun Sundararaj
Anand Bhasin Singh Bali
Anand Celebrity Chef Celebrity Chef Corporate Executive Director of Culinary
Founding Trustee, Corporate Chef, Corporate Chef -
Founding Trustee, Cuisine India ITC Limited - Learning & Chef, Operations, Operations
Cuisine India Foundation Foundation Hotels Division Development,
(MODERATOR) (MODERATOR) The Oberoi Centre South Asia, at Taj Mahal,
of Learning
Radisson New Delhi

Hotel Group

Development

STATE TOURISM PRESENTATION – MP TOURISM IT & TECH SESSION
Digital Transformation In Hospitality: Role Of Automation And AI/ML

Shri Vivek Shotriya, IAS Vinay Hemant Chander Suhail Vivek Kamesh
Deshpande Khattar Baljee Kannampilly Gangishetty Shukla
ADDITIONAL MD- MADHYA PRADESH
TOURISM BOARD, Sr. VP and Head Director IT, Chairman & MD CEO, VP Sales & Exec VP
GOVERNMENT OF of Digital & IT, IHCL South Asia, Royal Orchid & Concept Marketing Commercial-
MADHYA PRADESH (MODERATOR) Radisson Hotels Regenta Hotels Hospitality South Asia, APAC & MEA,
Group RMS Cloud RateGain

KEYNOTE ADDRESS: BWH SPECIAL DUAL
The Centurion – A Sarovar Of ExperienceLorem ipsum

Rajeev Menon Vijay Thacker Ajay K. Bakaya

President, Partner & CEO Managing Director,
Asia Pacific excluding Crowe Advisory Sarovar Hotels
Greater China (APEC), India, MD, and Resorts
Marriott International Horwath HTL India

LEADERSHIP SESSION BWH SPECIAL DUAL
Paradigms for Tomorrow HAI Perspectives

Rattan Keswani Seema Roy Samir MC Puneet Dhawan Jatin Khanna Rajiv Kaul M.P. Bezbaruah

Former Dy. MD, Area MD, South Asia, MD, Sr. VP, Operations– CEO, Former President, Secretary General,
Lemon Tree Hotels Middle East & Africa, Fortune Park Hotels India & South Asia, Sarovar Hotels & Leela Hotels Hotel Association
(MODERATOR) Preferred Hotels & Accor Resorts of India
Resorts

LEADERSHIP SESSION WOMEN IN HOSPITALITY SESSION
Growth Lessons From The Pandemic Women Powering Hospitality

Rahul Pandit Aman Nath Vijay Dewan Nikhil Sharma Vikramjit Singh Anshu Sarin Ritika Gupta Anjali Mehra Sonica Mridula Jose

CEO, Founder & MD, Regional Director- President, CEO, VP Markets North & Chief Brand Malhotra VP Marketing,
Horizon Industrial Chairman, Apeejay Surrendra Eurasia, Wyndham Lemon Tree Berggruen Hotels West and Head, CGH Earth
Parks Neemrana Hotels Park Hotels Hotels & Resorts Hotels Ltd Pvt Ltd Customer Centricity Officer Joint MD,
(MODERATOR) (MODERATOR) & Customer
Relationship And Senior MBD Group
Management, IHCL
VP Marketing,

The Leela Palaces,

Hotels And Resorts

FUTURE PERFECT SESSION

In A Challenged World, India Is The Rising Star Of Opportunities

Monisha Vishvapreet Gaurav Singh Javed Ali Amaan Kidwai

Dewan Singh Cheema Market VP, Sr. Regional Area Manager
Welcomhotels North
Senior Area Director of Southeast Director & General Manager,
Sheraton New Delhi,
Director, Sales Operations India, Bangladesh Operations - ITC Limited -
Hotels Division
& Distribution, - South West Asia, & Sri Lanka, South Asia,

South Asia, Marriott InterContinental Marriott Radisson Hotel

International Hotels Group International Group

(MODERATOR)

A STORY OF RESILIENCE

DEVELOPMENT & INVESTMENT SESSION VETERANS’ VIEW
Growth & Development: Is The Sector Ready For Its Next Flight? How To Tread The Road Ahead

Jaideep Dhruva Nishant Rajneesh Gyana Das Souvagya Veer Vijay Farhat Jamal Rajiv Kaul Yateendra Sinh
Mohapatra Singh
Dang Rathore Kumar Malhotra VP – Chairman - Travel, Former President, Principal,
Vice President MD- India, Sri Lanka, CEO & MD, YS & Associates,
MD - Hotels & VP Development Director COO, Corporate Nepal & Bhutan, Trance Hotels Tourism & Leela Hotels Sàrl, Switzerland
Hospitality Group, - India & Strategy, Atmosphere Hotels (MODERATOR)
JLL South West Development, Chalet SAMHI & Resorts Hospitality
(MODERATOR) Asia, Hyatt South West Hotels Ltd
Asia, IHG Committee,

IMC Chamber

of Commerce

& Industry

HE & HR SESSION
People & Talent: Challenge Or Opportunity When You Look Down Next 10 Years

Dilip Puri Sangeetha Kamal Kant Sanjay Bose Zubin Natwar Nagar

Founder & CEO, Gandhi Pant Executive VP - HR Songadwala Founder & CEO,
Indian School of The People Network
Hospitality VP, Oberoi Centre Principal & Secretary, and L&D, ITC Ltd, Area Manager South & The Job Plus
(MODERATOR) of Learning and IHM Pusa, New Delhi Hotels Division & GM, ITC Grand
Development Chola, Chennai

PROCURETECH SESSION
Procurement, Engineering & Housekeeping

Dr. Nitin Nagrale Indira Paul Rothin Banerjee Ouseph Francis Sudhir Gupta

Founder HPMF, CEO, Corporate Executive Area Director of VP Procurement, Head – Procurement,
QualityNZ India and Housekeeper Engineering - Oberoi Hotels & ITC Ltd – Hotels Division
Emerging Markets South Asia, Delhi/NCR, Punjab, Resorts
(MODERATOR) Radisson Hotel Group Himachal Pradesh
and J&K, IHCL

CHIEF GUEST GUEST OF HONOUR

Shri Arvind Singh, IAS

Secretary,
Ministry of Tourism,
Government of India

Shri Vinai Kumar Saxena

Hon’ble Lieutenant
Governor of Delhi

Bhuvanesh Khanna Dr. Annurag Batra

CEO, Chairman & Editor-in-Chief
BW Communities, BW Businessworld &
BW Businessworld Founder, exchange4media





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COVER IMAGES:
COVER: BWH IHA-2022

FIRST COVER: HALL OF FAME WINNER KB KACHRU

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BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

10

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

o

INSIDE

VOL 08 ISSUE 06 NOVEMBER-DECEMBER 2022

COLUMN ANNURAG BATRA 14 72
MY TAKE BHUVANESH KHANNA 16
CONCIERGE A HOTELIER’S HELP DESK 20 PARADIGMS FOR TOMORROW 70
GROWTH LESSONS FROM THE PANDEMIC 72
INDIAN HOSPITALITY SUMMIT 2022 32 WOMEN POWERING HOSPITALITY 74
IHA-2022 AT A GLANCE 36 INDIA IS THE RISING STAR OF OPPORTUNITIES 76
HALL OF FAME AWARD 2022 40 GROWTH AND DEVELOPMENT 78
DELHI LG VINAI KUMAR SAXENA 42 HOW TO TREAD THE ROAD AHEAD 80
SECRETARY (TOURISM) ARVIND SINGH 48 PEOPLE AND TALENT 82
ANIL CHADHA PROCUREMENT, ENGINEERING & HOUSEKEEPING 84
44
KEYNOTE INDIAN HOSPITALITY AWARDS 2022 86
RAJEEV MENON 46 LUXURY GM OF THE YEAR 88
50 UPPER UPSCALE GM OF THE YEAR 90
DUALS 52 UPSCALE GM OF THE YEAR 92
ZUBIN SAXENA WITH KB KACHRU 54 MIDSCALE GM OF THE YEAR 94
SUHEL SETH WITH PUNEET CHHATWAL BUDGET/ECONOMY GM OF THE YEAR 96
VIJAY THACKER WITH AJAY BAKAYA 56 LUXURY HOTEL MANAGER OF THE YEAR 97
RAJIV KAUL WITH MP BEZBARUAH 58 UPPER UPSCALE HOTEL MANAGER OF THE YEAR 99
UPSCALE HOTEL MANAGER OF THE YEAR 100
SESSIONS 60 MIDSCALE HOTEL MANAGER OF THE YEAR 101
VISION 2027 62 DOSM OF THE YEAR 102
HOTEL OWNERSHIP EXECUTIVE CHEF OF THE YEAR 104
IMPACT OF INNOVATIVE, MODERN INDIAN CUISINE 64 F&B MANAGER OF THE YEAR 106
ON THE GLOBAL LANDSCAPE FOR INDIAN FARE 66 EXECUTIVE HOUSEKEEPER OF THE YEAR 108
STATE TOURISM: MADHYA PRADESH 68 CHIEF ENGINEER OF THE YEAR 110
WHATEVER HAPPENED TO INCREDIBLE INDIAN HR MANAGER OF THE YEAR 112
CUISINE AS AN INTERNATIONAL CROSS OVER IT MANAGER OF THE YEAR 114
DIGITAL TRANSFORMATION IN HOSPITALITY PROCUREMENT MANAGER OF THE YEAR 116
IMPACT OF INNOVATION ON HOTEL DESIGN FRONT OFFICE MANAGER OF THE YEAR 118
SPA MANAGER OF THE YEAR 122
48 58

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

12



COLUMN ANNURAG BATRA

SERENADING
THE

RESILIENT
SPIRIT

NOTHING WAS as down and out of luck during the two-year prestigious BW HOTELIER Indian Hospitality Awards. As always,
pandemic period as the hospitality industry. The sector gave we remained fair and true in the judging process, leaving it all
its everything to keep the industry floating, and as a result in the capable hands of our eminent jury, formed of industry
of that untiring and spirited effort, the hospitality segment veterans, none of whom are serving hoteliers. And we ensured
in India is not just floating but thriving once again. It’s a that all were recognised: from Spa Managers, Procurement
testament to the willpower of the workforce that forms this Managers, IT Managers, Executive Housekeepers and Chief
booming industry that major companies have a bigger than Engineers to DOSMs, Executive Chefs, F&B Managers, Hotel
ever development pipeline in India, across all geographical Managers and General Managers.
regions and all categories of hotels.
We also, as always, honoured an industry veteran with the
The country is looking at a very promising 2023, all thanks to Hall of Fame award, and also took a decision to dedicate the
the resilience and unwavering spirit of those who stuck with the Chef of the Year award to Late Shri Anil Bhandari, recognising
sector despite everything it faced. And it was to celebrate this all he did for the culinary space in India.
resilient past and the bright future that we held our two-day BW
HOTELIER Indian Hospitality Summit and Awards (IHA-2022). With all said and done, the IHA-2022 was a blinding success,
And what an event it was! two days of houseful attendance, and it set the pace for the
upcoming year not only for the hospitality industry but for BW
Two days of insightful sessions on all things hospitality, HOTELIER itself, as we continue to reach for the stars and strive
be it with the industry leadership, the veterans, the owners harder than ever.
or opinions of celebrity chefs, engineers, architects, purchase
managers and women. Keynotes, duals and panels… IHA-2022 Keep Reading!
had it all.
[email protected];
These thought-provoking sessions and star-studded panels @anuragbatrayo
preceded the announcement of the righteous winners of the

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

14



MY TAKE

THAEREBWDIHFFWEARYE..NWT E

BY BHUVANESH KHANNA

WELL INTO our eighth year and with the sixth BW HOTELIER (BWH) It has been an incredible journey for perhaps one of the last
Indian Hospitality Summit and Awards IHA-2022 just behind us, entrants into the hospitality, travel, tourism and F&B media space,
looking back we have come a long way riding on cutting edge work and the BWH IHA, held over two days, has been a flagship industry
and production across our platforms of print, digital and events - be event for a while now, awaited each year by the fraternity and industry.
they on-ground physical, phygital or pure play virtual. We’ve led by The awards are but one session out of the jam-packed two days.
quick thinking, first off the blocks, innovation and owning each such
space. For those who have attended the BWH IHA-2022 physically at
the Taj Palace, New Delhi and the ones who had logged in virtually,

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

16

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MY TAKE

THE LEARNINGS HAVE BEEN
IMMENSE, BE IT SCHEDULING

OR ENLISTING VIPS

thank you for being there and participating, for you make the event our moderators and speakers, our esteemed jury members and last
happening, successful and our efforts worthy. The feedback about but never the least, our partners and our sponsors. They must be
the event and its execution that we have received has been very thanked for their faith in us.
heartening. Having reached thus far, lifting the bar clearly over the
last and many outings, we are now well set for 2023. Let us save for Our brand sponsors Daikin, RMS, Lucaris, Harman Professional
now what is planned, how and when. Solutions, FPG, Beanly, Eleven Inc, Joy Travels, Hendrick’s, GO FIRST
and Madhya Pradesh Tourism Board have been very instrumental in
Putting together an event of this magnitude, over two full days, making IHA-2022 a success.
with all the VIPs, sessions and delegates is not easy and add to it
the humongous nominations received, scrutinising them, the long On the other hand, the strong support and backing that we got
hours poring over each submission with the helpful hand of Indian from our hospitality partners Radisson Hotel Group, Chalet Hotels,
School of Hospitality (ISH), the detailed jury process that sends each ITC Hotels, IHG Hotels & Resorts, Royal Orchid Hotels, Sarovar
applicant through at least four levels of adjudication by the industry’s Hotels & Resorts and especially from our most gracious hosting
very best and then picking the winners. Lot easier said than done, it partner Taj Palace, New Delhi and IHCL, from the corporate to the
is all so daunting and makes huge demands of the team, associates last standing person, kept us on an upward path.
and industry seniors who work with us shoulder to shoulder. All this
takes long hours over days and at different levels of coordination. But To all the first among equals… the winners who took the coveted
at the end, when you pull it off, all the labour is nothing, given the trophies, the runners ups and to the ones who missed out, albeit
smell of success and contribution to the industry. narrowly… remember you were finalists, take heart from that and be
back with the next BWH IHA… it isn’t too far.
We have had dollops of kind words coming our way, pats on
the back and that augurs all so well given that our next outing(s) are I also wish to thank the industry and especially Chef Sanjeev
soon to be unveiled. The learnings have been immense, be it the Kapoor for supporting me in something I am very emotional about…
ever moving event scheduling over each session or enlisting VIPs, establishment and dedication of the BW HOTELIER Anil Bhandari
moderators and speakers and partners… the BWH unit that will Chef Of The Year Award. While Mr Bhandari gave his all for the
execute the next IHA and other few major events that are lined up will industry, he was an institution, and shall remain.
do well to internalise these take-aways and build on them.
We were slightly rusty given that this was the first on-ground IHA
Having said that, none of this could have come true without in three long years. It is time to get back… heads down, blinkers on
the very helpful hands of our Chief Guest Lieutenant Governor of and back to the drawing board and do what we do best… raise the
Delhi Shri Vinai Kumar Saxena, Guest of Honour Secretary (Tourism), bar and roll out industry winning awards and events. Count on us…
Government of India Shri Arvind Singh, our guide Mr KB Kachru, for the show must go on. Thank you again.

[email protected]

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

18



CONCIERGE

CONCIERGE

VOL. 8 ISSUE 6 NOV-DEC 2022 A HOTELIER’S HELP DESK

RMS CLOUD: COMPLETE SOLUTIONS
TO MEET ALL YOUR REQUIREMENTS

BY BWH BUREAU engage and retain loyal customers. Our OUR CORE FOCUS IS TO
core focus is to innovate and drive excel- INNOVATE AND DRIVE
AS THE leader of the hospitality technology lence through every step of the guest EXCELLENCE THROUGH
industry, RMS has been at the forefront of experience. As also deliver a product EVERY STEP OF THE
developing property management and suited to hotels that deliver cost-saving GUEST EXPERIENCE.
distribution systems for the Parks industry efficiencies and focus on guest experi- AS ALSO DELIVER A
for over three decades now. More than ences. The key functionalities in RMS soft- PRODUCT SUITED TO
6,500 properties in 45 countries rely on ware deliver robust native channel manag- HOTELS THAT DELIVER
RMS solutions to efficiently and profitably ers and access to guest portals that will COST-SAVING
run their business, from distribution and grow any hotel. Through one synced prop- EFFICIENCIES AND
operations to hyper-targetted guest market- erty management system all from one FOCUS ON GUEST
ing. RMS uniquely brings together front and EXPERIENCES
back-office features in a Cloud-based,
enterprise technology stack, tailoring solu- Vivek Gangishetty
tions to each customer’s strategic goals. Vice President - Sales Marketing
India & South Asia, RMS Cloud
Leveraging a consultative approach,
RMS offers business insights, the highest place. It is all a hotel needs” says Vivek
levels of data security, compliance through Gangishetty, Vice President - Sales
industry best practices and innovative Marketing India & South Asia, RMS Cloud.
software to help its clients maximise reve-
nue, save time and money, enhance the He adds that RMS continues to
guest experience and remain competitive pioneer automation technology with inno-
through agile and scalable processes and vative solutions that can cater to any size
infrastructure. hotel and be fully customised to suit
guests’ needs. RMS’ powerful guest plat-
“At RMS, we focus on delivering form allows guests to check in via their
scalable technology and ensuring our smartphones, add on mini bar offerings
hoteliers have reliable property manage- and communicate directly with hotel staff
ment software to operate their businesses
successfully. Our comprehensive suite of
native features, a complimentary network
of integrated partners, and an ever-grow-
ing offering enable operators to increase
revenue, streamline operations and

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

20

CONCIERGE

in one place. “The quality of guest experi- thought-provoking conference highlighting when the room isn’t used – it is the next
ence depends on how advanced your industry trends. “It was inspiring to partici- stage in hotel technology that everyone
PMS is. If you are working with cutting- pate in the leadership discussion with should be using,” avers Gangishetty. He
edge technology, you can tap into features industry leaders in the hotel space,” shares adds the RMS team was able to get great
that allow your guests to check-in within a Gangishetty, adding that through these insights from the best of the leadership
matter of seconds via a smartphone and learning from some of the industry’s best, it teams. “In fact, our team from Australia
customise room lighting and room features can be ensured that RMS software remains truly enjoyed the pleasant conversations
to their liking. At the same time, hotels can competitive in providing the latest in the and true Indian hospitality,” says he.
grow ROI with quick upsells that evolve hotel space and taking that into the future
the entire guest experience,” he says. of hotel management technology in 2023. On how does RMS differs from its
competitors in the hospitality space,
RMS Cloud’s technology speaks for “At IHA-2022, one big trend high- Gangishetty says, “RMS is the by far the
itself – with over 182,000 users worldwide lighted throughout the event was guest leader in secured Cloud-based technol-
and entering our 40th year of innovative customisation and automation. More and ogy that delivers enterprise capabilities
technology in 2023, RMS is taking prop- more, guests want to have control of their and would also double up as a Central
erty management to soar new heights. personal preferences that make a stay Reservation System and a Channel
“The future of hotels comes down to the more comfortable for them or a special Manager. RMS aims and thrives to cut
advancements your PMS delivers. With occasion. Giving guests the power to customer acquisition costs for the clients
RMS, we deliver reliable, secure and inno- choose and have control can elevate an by over 12-15 per cent by offering alter-
vative technology that will not only serve experience. Guests can control room nate booking channels. We aim to provide
your guests with world-class experiences lighting and unlock doors and air-condi- complete paperless transactions and
but also cutting-edge solutions to grow tioning via the click of a button on a smart- reduction of redundant IT infrastructure for
your bottom line. It is the ultimate solution phone. These benefits also have profound hotels and aiming to achieve complete
to running a successful Hotel,” he shares. effects on the environment, saving energy carbon neutrality by 2024.” n

With increased expectations and
growing guest demand for fast, seamless
check-in and increased focus on their busi-
ness or leisure experiences, RMS is driving
growth for the hotel industry into 2023 and
beyond. RMS was delighted to partner with
BW HOTELIER at IHA 2022 for a

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

21

CONCIERGE

LUCARIS: OFFERING THE
QUINTESSENTIAL CRYSTAL
GLASSWARE COLLECTIONS

BY BWH BUREAU THE WORLD-CLASS QUALITY
AND DESIGN OF LUCARIS
ASIAN TRADITIONS infused with Western
modernity inspired a new global culture in CRYSTALWARE CAN ELEVATE
art, design, fashion, cuisine and wine to give THE SOPHISTICATION OF
birth to Lucaris, the Crystal of Modern Asia WINING AND DINING OF
which celebrates the new Asian dining and CUSTOMERS IN H
wining lifestyle. In fact, it is the first time that OSPITALITY BUSINESS
crystal stemware produced in Asia delivers
international quality for most enjoyable ACROSS ASIA AND BEYOND
dining and wining experience.
Dr Uday Verma,
For the hospitality segment, Lucaris Executive Director,
aims to be a strategic partner in the premium Ocean Glass Public Company Limited
hospitality business across Asia by offering
unique and authentic experiences through “We were pleased to be the official crystal On how does its products differ from
the world class design and quality crystal glassware partner with BW HOTELIER 2022, competition, especially in the hospitality
glassware. “We have been the preferred the best ceremony for hospitality successes in sector, Dr verma says, “The shape of a wine
partner of leading global hotel chain groups India as well as the acknowledgement of the glass uplifts the perception of the wine. The
in Asia Pacific including Marriott, Hilton, great efforts from hospitality professionals world-class quality of crystal glassware,
Kempinski, Minor Hotels, Accor and many from different departments. We trust that our especially the Lucaris range can have a
more. We are striving to maintain and world-class quality and design of Lucaris crys- profound and positive impact on a wine’s
maximise our positioning each day,” shares tal can elevate the sophistication of wining and sensorial expression. We are committed to
Dr Uday Verma, Executive Director, Ocean dining for our customers in the hospitality improve and drive the business performance
Glass Public Company Limited. business across India, Asia and beyond.” and in total belief that the high-quality attrib-
utes of Lucaris crystal glassware will support
Speaking on Lucaris partnering with the hospitality segments reach their goals
BW HOTELIER for IHA 2022, Dr Verma says, by having satisfied customers.”

The company has recently launched
across APAC the collection, GRAN, the
handmade whisky glasses in design collab-
oration with Matthew Fergusson-Stewart –
the son of whisky. “GRAN has been created
to cater the real needs for whisky lovers’
high-end whisky bars, representing a unique
approach to the whisky tasting glass
increasing the luxury experience of whisky
sipping. The ‘GRAN’ won iF Design Award
2021, recognised as an arbiter of quality for
exceptional design,” says Dr Verma. n

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22



CONCIERGE

‘FPG HOPES TO
CONTINUE GROWING
ITS FOOTPRINT IN INDIA’

BY BWH BUREAU FPG IS EXPANDING ITS of work in India, we believe in its incredible
SERVICE-BASED SALES potential and hope to continue growing our
ASIAN TRADITIONS infused Over the last 30 UPSELL PROGRAMME footprint in the Indian hospitality market-
years, Frontline Performance Group (FPG) place. We greatly value the exposure,
has mastered the art and science of front- BEYOND THE FRONT growth opportunities and valuable connec-
line performance, with a focus on customer DESK TO OTHER tions our partnership with BW HOTELIER
service and incremental revenue. The has delivered.”
organisation have worked with thousands of HOTEL TOUCHPOINTS,
hotels – from exotic beach resorts to city INCLUDING F&B While other companies may offer
centre all-suite hotels – generating a AND SPA training or technology, there is no another
combined $2.5 billion in frontline revenue, business in the world that delivers a
2-10 per cent RevPAR improvement and a Paul McLoughlin one-stop shop upsell programme founded
22:1 global average ROI. FPG also works in President - International on customer service and the development
other verticals including car rental and of frontline teams, delivered via today’s most
theme parks. (EMEA, APEC, GCC) advanced SaaS technology with
game-changing performance management
Talking about the products and solu- tools, opines McLoughlin. “In the last five
tions FPG specifically has for the hospitality years, FPG acquired its two closest compet-
sector, Paul McLoughlin, President - Inter- itors: TSA Solutions and Drake Beil and
national (EMEA, APEC, GCC), says, “FPG Associates,” he adds.
enables hotels (single and portfolio) to oper-
ate and sustain a successful Service-Based On the new offerings in store for
Sales Upsell Programme using our industry 2023, he shares, “FPG is expanding its
leading frontline technology and proprietary Service-Based Sales Upsell Programme
training. Our offering focusses on the devel- beyond the front desk to other hotel touch-
opment of frontline workers who are often points, including F&B and Spa, as well as
the most underdeveloped, lowest paid hotel Service Recovery. Hotels everywhere are
employees - into highly skilled and moti- facing major staffing issues and struggling
vated brand ambassadors. Furthermore, our to retain and attract top talent. This chal-
tools deliver visibility and actionable insights lenge has also revealed the need for a
to frontline and property leaders. The end greater focus on training and development.
result is greater employee engagement and Our programmes transform frontline workers
customer service at the frontline, higher into highly skilled professionals and incentiv-
guest satisfaction and loyalty and increased ise them with the opportunity to earn more
incremental revenue for the hotel.” income through greater performance. The
end result is a more engaged frontline deliv-
FPG recently partnered with BW ering better-than-ever service, which trans-
HOTELIER for the Indian Hospitality Summit lates into lower turnover and a more attrac-
and Awards 2022. Speaking about the tive employment package (with higher
experience, McLoughlin says, “After years earning potential) to attract top talent.” n

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

24



CONCIERGE

BATHROOM MAKEOVER able option but extremely attractive in terms
WITH HANSGROHE of water efficiency and design. Combining
VERNIS BLEND form and function, Vernis Blend fits perfectly
into a variety of washroom environments in
BY BWH BUREAU both public and private areas, such as the
guest bathroom. The sensor-controlled
BLENDING FUNCTIONALITY, practicality and washbasin faucet also comes with a thermal
modern style, hansgrohe, premium brand of disinfection function that demonstrably
Hansgrohe Group, has launched a hygienic destroys impurities such as viruses or bacte-
and sustainable faucet line – Vernis Blend. ria in the pipes.
The new range combines the highest stand-
ards of hygiene and technology with sustain- Designed to complement each bath
able use of water and energy. Built-in with air space, Vernis Blend is an elegant electronic
power technology for a great showering faucet with flowing shapes. The range is
experience, it allows consumers to feel available in two different versions - cold water
voluminous, lighter and softer water droplets or with temperature regulation. With the latter,
on skin. the temperature can be changed directly on
the faucet without disassembly using an Allen
Further, offering features like key. This also makes seasonal adjustments
high-quality metal housing, integrated dirt to the water temperature child’s play.
filter and built-in backflow protection makes
the electronic faucet not only a safe and reli- hansgrohe stands for innovative solu-
tions for kitchens and bathrooms that
combine intelligent functionality, outstanding
design, and enduring quality. With its many
award-winning products, the brand steeped
in tradition, shapes the flow of water in the
kitchen and the bathroom. Together with
long-time design partners PHOENIX Design,
Smart Living applications are also part of the
brand’s portfolio, focussing on enriching
people’s everyday lives and offering them
more functionality and safety in their homes.
Within the internationally active hansgrohe
Group, the premium brand hansgrohe manu-
factures, markets and distributes showers,
shower systems, bathroom and kitchen
faucets, and kitchen sinks. n

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

26



CONCIERGE

PLANT YOUR WAY TO A Cheddar Cheese, Spicy Chipotle Mayo and
BETTER FUTURE WITH many more that taste like the real thing and
have the same sensory textures. For exam-
PLANTAWAY ple, the Plantaway Cheddar, Mozzarella
and Plant-Based Butter, melt, spread and
BY BWH BUREAU its very core, Plantaway is built on taste taste just like their dairy counterparts!
and the simple ethos to be kinder to the
‘IN A world where you can be anything, be planet, animals and to all of us. Taking things up a notch, each of
kind’ is the sentiment behind Plantaway, an the meat-alternative products on offer is
all-new plant-based food brand set up by Co-founder Romil Ratra’s past made of only the most premium pea protein
hotelier-restaurateur Romil Ratra and professional and personal experiences and offers similar amounts of (if not more in
Graviss Good Foods with a mission to be a have given him invaluable insights into some cases) protein than the animal-based
one-stop shop for everything plant-based. consumer taste preferences as well as the counterparts. Also available are a variety of
The products span various categories, issues that make adoption slower in plant- plant-based dips and dressings including
from plant-based meats and plant-based based food space today. Keeping both Plain Mayonnaise, Honey-Mustard Mayon-
dairy alternatives to mayos and dressings, these in mind, he spearheads the R&D, naise, and Spicy Chipotle Mayonnaise.
making it easy to address all dietary vision and strategy for Plantaway.
requirements in one go. Through its Throughout the R&D process, the
thoughtfully curated range of food prod- Plantaway offers a broad spectrum brand has focussed on all five sensorial
ucts, the brand offers a convenient way to of plant-based products across three cate- experiences – taste, sight, smell, touch
adopt a plant-based lifestyle without gories: meat alternatives, dairy alternatives and sound, to make the transition to plant-
compromising on taste, health or flavour. At and plant-based dips and dressings. Think based food seamless to consumers and
Chick’n Keema, Mutt’n Seekh Kebabs, a cater to conscious consumers, including,
Grilled Chik’n Burger Patty, Oat Mylk, but not limited to, those who make a plant-
based diet part of their lifestyle, are
lactose-intolerant or are protein deficient.

In their desire to do better for the
environment, they have also introduced the
‘Plantaway Promise’ – where 1 per cent of
revenues are allocated towards planting
trees and counteracting the effects of mass
deforestation. And last but not least, all the
products are sustainably packaged, making
them better for the planet as well.

Speaking on the brand, Ratra says,
“Plantaway, with its variety of future-forward
offerings, aims to inspire you to make those
minor but meaningful lifestyle tweaks, with-
out vastly changing the life that you love.
Our vision was to make the simple act of
eating better an inclusive and wholesome
experience for all. We created products
that everyone whether vegan, vegetarian or
flexitarian can enjoy with no compromise
on taste. The entire range is 100 per cent
cholesterol free, and does not contain any
trans-fats, artificial flavours or colours and
has great macronutrient nutritional values,
which means that you can pick up a Plan-
taway pack anytime and trust that you’re in
good hands. Plantaway will launch in
Mumbai and then expand to other cities
such as Delhi NCR, Bangalore, Hyderabad,
and Chennai over the coming weeks. n

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

28

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CONCIERGE

PREMIUM OFFERINGS IN
BARWARE AND COOKWARE

BY BWH BUREAU

thinKitchen IS India’s omnichannel retailer WHILE BARCRAFT
offering global, premium kitchen and home- IS THE HOME OF
ware brands and has two new international BARWARE,
brands in the bakeware, cookware and MASTERCLASS
barware categories: MasterClass and
BarCraft. The two new brands, that have CELEBRATES THE
been brought in by thinKitchen, are part of OPPORTUNITIES
Lifetime Brands Inc, among the world’s
leading designers, developers and market- THAT COME WITH
ers of a broad range of branded consumer COOKING
products used in homes. With these new
launches, thinKitchen has partnered with Anand Baldawa,
more than 30 global brands across catego- CEO, thinKitchen
ries such as cookware, prepware, bake-
ware, table and barware, among others,”
says Anand Baldawa, CEO, thinKitchen.

RELEVANCE TO HOSPITALITY
“While BarCraft is the home of barware,
MasterClass celebrates the opportunities
that come with cooking,” Baldawa adds.
thinKitchen will house a range of barware
products from BarCraft, including cocktail
shakers and sets, decanter set, tumblers,
stemware and hip flasks. From Master-
Class, thinKitchen will bring bakeware
ranges and smart storage solutions too.

DESIGN ELEMENTS
MasterClass’ premium collection has been
designed keeping space-efficient storage in
mind, with the non-stick, frictionless surface
aiming to provide good baking performance
and food release. “It is made of heavy duty
carbon steel and most products carry lifetime
guarantees. This technologically advanced
bakeware combines perforated design with
passion for food,” shares Baldawa.

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

30

CONCIERGE

Technological Solutions for the Hospitality Industry

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aim to capture the latest trends in the barware category and
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points, like for example how to keep spirits that get served
chilled but undiluted, the BarCraft stainless steel ice balls OUR BRANDS
ensure that consumers enjoy undiluted flavour and that chilled
drinks,” he adds.

USP
“The right tool for the right job” and “you are only as good as
your tools” are sayings that everyone has heard, and they
both hold true when it comes to the selection and use of
cooking equipment. Within hospitality, the element of serving
had become almost as important to the experience of “being
out/dining out” as much the food or drinks itself.

“MasterClass makes sure that the customers have the
best tools to make food. Meanwhile, BarCraft as a brand
enables hospitality brands to make their ‘look’ individual. The
collection crosses all essential barware elements – cocktail
sets, ice and chilling, glassware, etc, with multiple variants to
be functional and stylish,” he adds. n

WYNTRONIX INNOVATIONS PVT. LTD.

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IHA-2022

& SUMMIT 202 2

AN IHA LIKE
NEVER BEFORE

THE T WO-DAY IHA-2022 ENDED ON A HIGH NOTE
WITH BLOCKBUSTER SESSIONS AND A FULL HOUSE

OF WHO’S WHO OF THE HOSPITALIT Y INDUSTRY

BY BWH BUREAU

ON OCTOBER 31 and November 1, at Taj Palace New Delhi, BW future of the industry, stabilising after more than two years of the
HOTELIER pulled off the mega Indian Hospitality Summit and pandemic. The event was kicked off with the graceful presence
Awards 2022 (IHA-2022). The biggest hospitality event to be of Secretary (Tourism), Government of India, Arvind Singh, who,
held in the country since the pandemic, IHA-2022 saw full house in his keynote address at the event, said that the hospitality
on both the days. Bigger and better than ever before, IHA-2022 industry in the country has recovered significantly from the
was full of invigorating sessions that will pave the way for the shock of the pandemic and the worst seems to be behind it.

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

32

IHA-2022

With that setting the pace for the two-day event, the design, women in hospitality industry, future of the industry,
road was paved for what was going to be a thought-provoking development and investment, HE and HR as well as procurement,
event attended by the who’s who of the hospitality industry. engineering and housekeeping. The icing on the cake was a
While special duals involving veterans and leaders such as KB session where veterans from the sector discussed and guided
Kachru, Chairman Emeritus and Principal Advisor, South Asia, everyone on how to walk the road ahead.
Radisson Hotel Group; Zubin Saxena, MD and VP Operations,
South Asia, Radisson Hotel Group; Suhel Seth, Managing The panels were dovetailed by the much-awaited Indian
Partner, Counselage India Pvt Ltd; Puneet Chhatwal, MD and Hospitality Awards on the second day. Graced by the Lieutenant
CEO, IHCL; Vijay Thacker, Partner and CEO, Crowe Advisory Governor of Delhi Vinai Kumar Saxena, the segment saw 74
India, MD, Horwath HTL India; Ajay Bakaya, Managing Director, deserving candidates winning the prestigious BW HOTELIER
Sarovar Hotels and Resorts; Rajiv Kaul, Former President, Leela IHA, across categories of General Managers, Hotel Managers,
Hotels and MP Bezbaruah, Secretary General, Hotel Association Executive Chefs, DOSMs, F&B Managers, Front Office Managers,
of India were much sought-after sessions, the panels were not HR Managers, IT Managers, Executive Housekeepers, Chief
far behind. Engineers, Procurement Managers and Spa Managers. BW
HOTELIER endeavoured to recognise the best that the industry
During the event, the industry leadership discussed has to offer across all areas of hospitality, and it delivered.
topics like “Vision 2027: Will the Next Five Years make up for the Not only were national winners announced for these
Last 15 Years?”, “Paradigms for Tomorrow”, “Growth Lessons categories, but regional winners as well. We also dedicated
from the Pandemic” and many more. There was something for the Executive Chef of the Year (National Award) to Late
everyone, with special sessions on hotel ownership, celebrity Shri Anil Bhandari who played a valuable role in the
chefs and Indian cuisine, IT and Technology, architecture and F&B landscape of India. Apart from these 74 awards,

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

33

IHA-2022

& SUMMIT 202 2

BW HOTELIER honoured industry veteran KB Kachru for his should not only try to recognise the people from this industry
devotion and service to the sector with its Hall of Fame Award. but discuss about measures that would allow more and more
The event was like never before and praised in abundance by people to join the hospitality sector.”
the who’s who of hospitality.
“Being at IHA-2022 was wonderful. After a gap of two
“Being at IHA-2022 is an enriching experience because it years, it was wonderful to meet our peers and exchange
has become one of the leading events of the hospitality industry. thoughts, and also, not only celebrate the revival of the industry,
Unfortunately, it couldn’t be held for two years due to the but look at the lessons all of us have learnt during this period,”
pandemic, and is now being held phygitally for the first time, but said Rahul Pandit, CEO, Horizon Industrial Parks.
there is a lot of physical presence at the venue. It gives a chance
to all the stakeholders to take stock, share experiences and Zubin Saxena, MD & VP Operations, South Asia, Radisson
discuss strategies on how to make it work and take the industry Hotel Group, said, “The experience was fantastic. It was great
forward,” said Arvind Singh, Secretary (Tourism), Government of to see a full house in-person. I understand online participation
India on the inaugural day. was also running into large numbers. Last time, I remember this
event being conducted in a purely online format but in-person is
The Lieutenant Governor of Delhi Vinai Kumar Saxena, always different and always good.”
Chief Guest on the second day, said, “I’m very happy that BW
HOTELIER hosted such a big event. Through this platform, we “I saw a lot of enthusiasm and most importantantly, one
thing that I noticed was everyone was talking about the future

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

34

IHA-2022

and how we can face it, along with problems, challenges and (India, Bhutan, Nepal, Sri Lanka operations), Atmosphere Hotels
opportunities that we are likely to face along the way. It was the & Resorts.
opportunities part that was mostly talked about and it was really
encouraging,” shared MP Bezbaruah, Secretary General, Hotel Sudeep Jain, Managing Director, South West Asia,
Association of India. InterContinental Hotels Group, said, “It had been great. The
panels were wonderful and networking and meeting people was
“It’s good to have events like these in person. The fact a lot of fun too.”
that BW HOTELIER could do an event of this scale, organise
it, get people and run so many sessions with so many different “Such industry events are great to attend. It is not just
speakers is simply incredible,” observed Vijay Thacker, Partner about meeting friends and colleagues, it is a lot of learning
and CEO, Crowe Advisory India, MD, Horwath HTL India. and exchange of ideas that happen at these places,” shared
Rajneesh Malhotra, COO, Chalet Hotels Limited.
“The pandemic has brought about a lot of changes. So
people are looking to meet the familiar faces from back in 2019 Though IHA-2020 was spread over five days virtually,
as well as the new faces that have joined the industry recently. this year’s event was the biggest one yet conducted
BW HOTELIER has given us that platform. It is a great event, by BW HOTELIER with both the days ending with
to be able to meet such a gathering and listen to such detailed networking dinners, with free flow of idea exchange and
discussions,” shared Souvagya Mohapatra, Managing Director conversations. It surely was an experience like never
before. n

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35

IHA-2022

& SUMMIT 202 2

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

36

HALL OF FAME AWARD

‘THIS IS A
HUGE HONOUR’

HALL OF FAME AWARD WAS CONFERRED UPON KB K ACHRU

BY: BWH BUREAU

“I’M STILL eager to contribute, learn and give back to the industry,” an amazing institutional builder, a powerful force for
said a visibly emotional Kul Bhushan Kachru, Chairman Emeritus the growth of our industry and whose contribution to
and Principal Advisor, South Asia, Radisson Hotel Group soon after Indian hotels is most remarkable. He has mentored
being conferred the Hall of Fame Award at the BW HOTELIER Indian several generations of hoteliers. But for me, what
Hospitality Summit and Awards 2022. It was for his dedication, stands out is how he showed us how scale can be
devotion and invaluable contribution to the world of hospitality that achieved. I remember when he first talked about
Kachru was conferred upon the Hall of Fame Award. 100 hotels for Radisson Brands, there were several
sceptics. Nobody had done this thing before. But he
Over the last four decades plus, the industry veteran has pretty much wrote the playbook which I think others
achieved several milestones – becoming General Manager of Hotel have followed and successfully used,” shared Rajiv
Ashok at 27, taking over as the head of the hotels division of ITDC Kaul, Former President, Leela Hotels.
in his early 30s and bringing the Radisson Hotel Group to India. “I
am extremely touched. Everyone knows what the BW HOTELIER “Many of us have watched with admiration
Hall of Fame Award means to someone. I feel choked with the the incredible work KBK has done in developing brand
affection which showered on me and it is a huge honour to receive Radisson, growing it across the country and South Asia.
this award, recognition of my contribution to the industry,” added More importantly, to me, it is these great relationships and
Kachru who has been, over generations, been looked up to as an friendships he made that would last him forever. I speak to many
inspiration by the industry. of our partners who know him and speak so highly of him, more
as a person before even as a professional. He is a thorough
“I’ve known KB Kachru for almost four decades now – what gentleman and somebody whom we’ve admired for years,” said
a personality, what a human being and what a professional. A Rajeev Menon, President, Asia Pacific excluding Greater China
man responsible for bringing an international brand to India and (APEC), Marriott International.
establishing its brands in the Indian subcontinent as if those brands
were made in India. Then ensuring those brands found presence in “An ever smiling person, a boss who is loved by all and
secondary and tertiary markets and last but not the least, a man a professional who had so much to give to the industry and
with all the possible Qs – IQ, EQ, LQ, PQ and SQ. Everyone knows continues to give. That person needs to be celebrated. That
about his Intelligence Quotient and his Emotional Quotient. But his person needs to be known worldwide. Not that he needs any of
LQ – the Likability Quotient – is probably the highest in our sector this because this person has been giving to the industry quietly
today. The Performance Quotient is also second to none. I’ve had forever – since I have known him. I have been a beneficiary of
the honour and privilege to get to know him closely and know his smiles, his professional help and his guidance all my life,”
of his Spiritual Quotient and his thinking about elders, about his expressed Celebrity Chef Sanjeev Kapoor.
community, about his contributions for the Vaishno Devi Trust that
he is on the board of and many other such things that he does,” “KB Kachru has been my mentor, my guide,
said Puneet Chhatwal, MD and CEO, IHCL – Taj. philosopher, friend and partner over the last seven
years of my journey at the Radisson Hotel Group. I
“This is richly deserved by KB Kachru. He has truly been have known him to be a person of the highest ethical

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37

IHA-2022

& SUMMIT 202 2

values of a person who has held his grit in the most difficult thank Zubin and his team for making it possible for me to go
of circumstances and situations and someone who has to me onward like this.”
personally been my sounding board and my moral guide. We
have come together a long way and he has truly taught me the Kachru dedicated the award to his family. “First and foremost
value of relationships in life. Someday, I wish I could be a little like to my parents – I’m what I’m today because of the upbringing
him,” shared Zubin Saxena, MD and VP Operations, South Asia, I’ve had. To my wife, Neelam, for always supporting me and even
Radisson Hotel Group. sacrificing her own career for me to go ahead in the industry. I want
to thank my children for the encouragement and my grandchildren,
Concluding his speech of thanks at IHA-2022, the who have made me be a complete man. I’m grateful to my seniors
veteran hotelier said, “First of all, I’d like to recognise the hard who have had a major role in my success and who trained me
work, which was immense, of all my team members from the at all levels. They had a profound role in my skill development
day I started in the hospitality industry to what I’m today. When and contributions to my growth at different stages of my career.
you have the team I’ve, it’s not impossible to achieve the set My industry colleagues, without you, I don’t think this would have
targets. There were many challenges, many roadblocks but been possible. Your warm company has always been a source of
we’ve people who helped me achieve all this. I want to specially great inspiration in my life.” n

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

38

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IHA-2022

& SUMMIT 202 2

‘LEVEL-PLAYING FIELD FOR
HOSPITALITY INDUSTRY
IN DELHI SOON’

DELHI LIEUTENANT GOVERNOR VINAI KUMAR SAXENA SHARED
HIS EFFORTS TO HELP THE SECTOR IN THE NATIONAL CAPITAL

BY BWH BUREAU

“IT WON’T be wrong to say that the hospitality, travel and tourism
and F&B sector drives the most foreign exchange and employment
generation in India,” said Delhi Lieutenant Governor Vinai Kumar
Saxena as he addressed the august gathering at the BW HOTELIER
Indian Hospitality Summit and Awards 2022. Gracing the occasion
as Chief Guest for the Gala Awards Night on Day 2 of IHA-2022,
Saxena said the hospitality industry offers massive support to the
country’s economy, providing jobs to over 300 million.

“The unique quality of the industry is that a very qualified
professional as well as an unqualified person are linked to it,” he
said, adding that Prime Minister Narendra Modi has ramped up the
efforts to increase tourism in the country with schemes like Dekho
Apna Desh.

Speaking on the status of the hospitality industry in Delhi,
he said, “There are several challenges including Licence Raj
due to multiple agencies, multiple documents and repetition of
documents which are hindering its growth. Sometimes, it happens
that if someone wishes to open a restaurant, they have to go from
pillar to post and face a number of hurdles that he decides to not
enter the industry altogether. I’ve recently appointed a committee

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

40

VINAI KUMAR SAXENA

to assess the number of documents the industry players have to industry. I request everyone here to collaborate with us and
submit and to which particular agency.” He shared the committee ensure the delegates get the message that India is number one
will also assess how the industry can be brought under the umbrella nation in hospitality and unparalleled in its service to its guests,”
of ‘Ease of Doing Business’ and how the processes can be made he said.
online. The report is expected soon, post which he hopes to give
some respite to the hospitality players in Delhi. “It is unfortunate the Asserting that small steps can help the industry, Saxena
industry that generates so much employment and forex is facing so shared that under the Dekho Apna Desh scheme, he has instructed
many hurdles. Today, I want to assure the stalwarts sitting here that 11 universities in Delhi to send at least 100 of their students to
I will provide them a level-playing field in Delhi,” he said. the different parts of India allowing them to explore the culture
as well as development works in those areas. He shared that the
Saxena also said that since 2016, there were a lot of players universities are working on this.
whose applications were pending. “I’m happy that nearly 314 such
applications have been cleared to give their services in Delhi round- He also said that efforts are on to update fire safety
the-clock. It is my vision to improve night economy in the National norms according to modern requirements in the National Capital
Capital and I request all to file applications with MCD online and take as the ones in force were created around about five decades
permission to operate restaurants at night. I also want to share that ago. “I’m happy that BW BUSINESSWORLD has undertaken
since last week, when I allowed it, we have received 84 applications this programme and today, we should attempt to figure out
of which 79 have been cleared. We will continue to work at this how more and more people can be attracted towards the
pace and ensure the growth of the industry,” Delhi LG said. industry. I also wish to tell the winners of the awards at the
IHA-2022 that despite the pandemic, the way they have
He then talked about the G-20 Summit to be held in India. continued to keep the industry afloat is worthy of praise,”
“It is a challenging task but a big opportunity for the hospitality he said. n

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

41

IHA-2022

& SUMMIT 202 2

‘INDIA’S
SPEEDY
RECOVERY
TO ENSURE
A BETTER
2023’

ARVIND SINGH,
S EC R E TA RY, M I N I ST RY O F
TOURISM, GOVERNMENT
OF INDIA, CITED SEVERAL
E X AMPLES TO STATE
THAT THE YE AR AHE AD
IS EXPECTED TO BE
STRONGER FOR INDIA’S
HOSPITALIT Y SECTOR

BWHOTELIER NOVEMBER-DECEMBER 2022 www.bwhotelier.com

42

ARVIND SINGH

BY BWH BUREAU need outreach between academia and the industry to address the
disconnect between the sector’s expansion and its perception as
INDIA IS one of the most popular global destinations and the a steady career choice and plug these gaps to ensure it remains
Indian tourism and hospitality industry has emerged as one of the attractive to young talent,” he said.
key growth drivers in the services sector. While the industry has
grown considerably, it still has a massive headroom for growth. The Tourism Secretary also cited examples to state that
This was one of the observations made by Arvind Singh, Secretary, the Indian hospitality professionals have gone global and are
Ministry of Tourism, Government of India, at the 6th edition of the doing well which shows the strength of Indian education and the
BW HOTELIER Indian Hospitality Summit and Awards. skills the country is supplying to the hospitality sector worldwide.

Giving one more growth indicator, Singh said, “The Indian Singh quoted his experience at the recent Pacific
hospitality and tourism sector also helps foreign exchange Asian Travel Association Summit, held in the UAE, to
(forex). Forex earnings pre-Covid grew at a cumulative annual state that the stakeholders widely accepted India’s
growth rate of seven per cent. This shows the contribution of this recovery among the best in the Asia Pacific region.
sector to nation-building and its role as a development agent, “There are two reasons for this –– the confidence in
a catalyst for socioeconomic growth and a significant source our vaccination and that we opened up much earlier
of forex gains.” In several parts of the country, where the like than some of the other countries in the region. As a
of manufacturing or agriculture cannot take the role of driving result, we are seeing domestic tourism booming in
growth, the services industry has provided for the local economy various parts, where the metrics are crossing even
by enabling employment and revenue opportunities. the pre-pandemic levels,” informed Singh.

Singh reiterated that the industry has recovered significantly He also gave the example of Jammu &
from the pandemic shock and the worst is behind us. “It’s Kashmir where all previous records in footfalls
heartening to get back to physical events in the age of video calls have shattered as one such example among
and conferences,” shared the Guest of Honour at the two-day IHA- many. He also quoted data that shows that India
2022. Referring to the BW HOTELIER Indian Hospitality Summit is already at 70 per cent of international inbound
and Awards 2022, Singh said the effort is highly appreciated as it travel compared to pre-Covid levels and it would
“inspires people to pursue careers in the hospitality sector”. “We be one of the earliest countries to achieve the pre-
pandemic threshold. The percentage of affluent travellers
has increased in India as well, which the Secretary said
was an encouraging trend as it impacts other sectors such
as well-being as well.

Singh said that the year ahead would auger better for
the sector. Several reasons, including various steps taken by
the Government contribute to this. One of the reasons also is
the impending precedence of the G20 Summit where India will
take the mantle from Indonesia in December 2022. This will also
result in many events and meetings in the country that would
highlight the country’s destinations to the globe.

“The next calendar year would provide much better results
and output to the industry. Your (the Indian hospitality sector)
cooperation is invited in positioning India as a unique, warm,
hospitable and welcoming country. The Indian Hospitality
Summit and Awards 2022 would ensure the convergence
of all stakeholders and they will come up with imaginative
solutions for showcasing India’s hospitality sector in all
its glory to global visitors,” summed up the Tourism
Secretary. n

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IHA-2022

‘INDIA IS A&SUMMIT202 2
DECADE-LONG

GROWTH STORY’

FOR RAJEEV MENON, PRESIDENT, ASIA PACIFIC EXCLUDING
GREATER CHINA (APEC), MARRIOTT INTERNATIONAL, INDIA IS
IN A UNIQUE PLACE WHERE ALL VECTORS POINT TO A SUSTAINED

AND LONG-TERM GROWTH STORY

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IHA-2022

BY BWH BUREAU

BUSINESS IN the hospitality and tourism sector has come back “It has the opportunity for us to pivot to a sustainable tourism
strong. The last three years have been telling on the industry and growth story. If we can refresh our planet and make sure we
causing severe impact as the safety of people was the priority. give our consumers this special unique experience and do it
But travel recovery and resilience since have been extraordinary, sustainably, we will grow for a long time to come,” he observed.
according to Rajeev Menon, President, Asia Pacific excluding
Greater China (APEC), Marriott International. Menon advised that engaging the Indian traveller will be
the key in decades to come. He also pointed out in his address
In his keynote address on the second day of the 6th edition the three key lessons of the last two years that he argues will
of BW HOTELIER Indian Hospitality Summit and Awards, Menon continue to influence the future of the sector, categorising these
reflected on how the pandemic changed the industry and on trends as hyperlocalisation, the significance of values and culture and
and lessons he believes are here to stay. “Covid19 reaffirmed innovating from the ground up.
the power of travel. People all over the world realised there was
nothing more important than travel and spending more time with Speaking on the experiences and lessons of the last two
family and friends. As soon as governments eased restrictions, years, Menon said, “During the pandemic, it was clear that
they came come out in droves and started travelling,” Menon while people wanted to go out, they had certain limitations.
observed. Therefore, they began to explore their backyards – be it
the city, state or country. This was when we focussed
As normalcy returns, the industry is beginning to see on hyper-localisation.”This opportunity meant that
consumers expecting more experiential travel, where they spend companies had to price their offers and concentrate
money on peculiar experiences. “As hoteliers, it is not about a on creating localised activities and experiences,
great room, a good product or excellent service but the total pushing travel in the best way possible. This was
experience,” noted Menon, adding that as Gen Z and millennials true for Marriott as well and augered well for the
travel more, this trend will further amplify. He advised it is “critically company. “If we are strong on the local front, then
important” for hoteliers to build exceptional one-off experiences. as international business comes back, there is every
“Money can’t buy experiences that engage customers,” he said, possibility to be in a great place,” Menon remarked.
pointing out some initiatives of the company in the last couple
of years where Marriott focussed on partnerships with several If hyper-localisation was the first learning, the
tourneys, offering its loyalty programme members the kind of second was about core values and culture. “When the
experiences that “consumers will enjoy and seek out more”. pandemic tested us, companies with strong culture and
values managed to navigate their way much better than
For Menon, an important trend picking up is sustainability. those that lacked on these aspects,” Menon recalled.
The industry and companies have a responsibility here, he said.
Marriott recently announced that it would become net zero by or He said that among many other things, Marriott went
before 2050. “As an organisation, we are taking concrete steps in from talent sourcing to talent outsourcing, helping its associates
this direction. Our associates, customers and partners expect the get jobs with our partner industries that were hiring at the time.
industry at large to take a stronger position on this. Consumers “Family takes care of family. As a result, when business came
will choose brands that are focussed on sustainability and not just back, many of us were better positioned to deal with the post-
greenwashing but real tangible specifics they can experience first- pandemic labour challenges. We were able to bring back over
hand,” Menon stated. 5000 of our alumni at just Marriott APEC. What we do for the
teams during the tough times, matters the most.”
‘Good Travel with Marriott Bonvoy’ is one of the steps
from the organisation in line with this and one of its ways to bring The third learning was around innovation. It was evident
the planet to life. “As we think about the future of travel, building that to survive, companies had to innovate. “We saw many
sustainable travel will help from a long-term perspective in building examples from our teams,” said Menon, adding, “Marriott Bonvoy
travel resilience,” Menon added. on Wheels is just one example I use to share how innovation can
happen ground up. Before Covid19, our delivery business was
The President APEC for Marriott International maintained minuscule. Now, in APAC ex-China, as we build this up, we
that India is in a very unique place. “It has incredible opportunities. would cross over $50 million in revenue,” he said.
A large base of domestic population, an incredible landscape and
diversity and an emerging middle class that is continuing to aspire These are incredible examples of when teams have
and travel,” said Menon. their backs to the wall and they innovate. Menon advised
that the role of leaders to is learn from such experiences
He believes India remains a decade-long growth long story. and continue to build on this. n

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IHA-2022

& SUMMIT 202 2

UNDERSTANDING
INDIA’S HOSPITALITY

SECTOR BETTER

KB KACHRU, CHAIRMAN EMERITUS AND PRINCIPAL ADVISOR -
SOUTH ASIA, RADISSON HOTEL GROUP, SHARED THE EVOLUTION
OF INDIAN TOURISM AND HOSPITALITY SECTOR WITH ZUBIN SAXENA,
MD AND VP OPERATIONS, SOUTH ASIA, RADISSON HOTEL GROUP

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IHA-2022

BY BWH BUREAU

IT WAS while travelling to his sister’s Delhi home in a DTC bus soon KB Kachru and Zubin Saxena
after he had completed his schooling and was contemplating on
what to do next that he saw a huge hoarding which mentioned – the interest of every investor in terms of profitability, ensuring
Hotel Management. “I never wanted to be a doctor or an engineer that they get proper returns on their investments.”
which my parents had dreamt for me. I knew that I will not be able
to handle it so I convinced them and found my way to IHM, Pusa. Kachru also talked about the Indian hospitality sector
I consider myself lucky to have got through as there was not much and its guest-focussed nature as compared to their Western
competition back then,” recalled one of the senior-most hoteliers counterparts during the 1980s and 1990s. He said the industry
in the country today, Kul Bhushan Kachru, Chairman Emeritus and has evolved and come a long way. “But there’s a long way to go.
Principal Advisor – South Asia, Radisson Hotel Group during the In the first two Five Year Plans after India gained Independence,
Special Dual Session with Zubin Saxena, MD and VP Operations, there was no allocation or reference to the word ‘tourism’. In the
South Asia, Radisson Hotel Group, at the 6th edition of BW next three Five Year Plans, it was again missing. The only thing
HOTELIER Indian Hospitality Summit & Awards 2022. referred to was foreign exchange as it was implied that the hotels
were involved and had the capability of earning foreign exchange.
Starting the conversation for the session on a lighter note, We got a mention occasionally but its importance has come to
Kachru said he had enquired from Saxena on what will they be fore now,” he said.
talking about during this session. “He told me that it will be an
extended conversation on what we discuss in office to which I had A firm believer in the fact that passion comes to you
asked if ‘we were going to expose ourselves?’ To this, he had said only when you love yourself, Kachru said one needed to
that it would be fun,” he shared, adding there’s not much under first find out what he or she is good at and then pursue it
wraps for most hoteliers anyway. “Everyone knows perhaps more wholeheartedly. Sharing advice to the next generation on
than we think they know about us,” he said with a smile. business sector front, Kachru said they should have a
clearer vision, set objectives and understand them well
Talking about the Radisson Hotel Group and its India journey, before finally executing them. n
Kachru said that one of the reasons why they could succeed was
due to the better understanding of the market. He added that their
approach was misunderstood initially by the industry and termed
too flexible. “However, the message to the market was clear that we
needed to understand the ground reality to be in the business. We
could not always go by the book,” shared Kachru, adding, “We, at
RHG, manage, market and operate hotels. We are not developers
in terms of investing in the construction and building of hotels.
We specialise in distribution services, positioning of the hotels
and operating them profitably. We are an asset light company and
don’t invest as a preference in the real estate but we do look after

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THE STORY OF RESILIENCE

& SUMMIT 202 2

THE
STORY OF
RESILIENCE

ANIL CHADHA, DIVISIONAL CHIEF
EXECUTIVE, ITC HOTELS, SAYS
THE END OF THE YEAR IS A GOOD
TIME TO REFLECT ON WHAT
UNFOLDED DURING THE PERIOD

THE COVID19 pandemic redefined how businesses operate.
The hospitality industry was particularly impacted by lockdowns,
restrictions on travel, and widespread closures for prolonged periods.
However, even though faced with overwhelming obstacles, the
industry showed resilience and bounced back into action in no time. It
is a prime example of how an industry could showcase its exemplary
spirit and rise stronger than ever before, ready to rebuild a sustainable
future for its patrons.

Resilience demonstrates an ability to bend but not break. The
pandemic was an opportunity in disguise for businesses to become
more agile and learn new ways to operate and evolve. As the world
begins to look towards the future, the need for resilience has carved
a path leading to new revival strategies and the scope for creating
employment and enabling skill development. In the hospitality industry,
we are seeing new models of functioning, service designs, extra
emphasis on hygiene and focus on technology being stressed upon.

“Adopt Adaptability” is the undeclared signature line for each
business in the post pandemic era. Sustainably is the closest we can
get to the idea of the definition of “New Normal”. Innovate. Design.

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48

ANIL CHADHA

ITC Grand Chola is
India’s first hotel to
receive a 5 Star Green
Rating for Integrated
Habitat Assessment
(GRIHA)

Efficiency. Adapt. Sits at the core of sustainability. The Green Priorities DNV, under its My Care Infection risk management
for the future rest on Net Zero Carbon Future, Energy, Water & Waste program, for WeAssure.
and Health, Hygiene & Safe environment. ITC Hotels started this
journey a decade and a half back. ITC Hotels is the world’s largest Coming back stronger than ever, rather than
chain with maximum number of LEED Platinum certified properties. being knocked by the circumstances is the real test of
resilience. There have been multiple events and factors
The dynamics of the hospitality industry were also altered influenced by agile thinking in the recent past that have
due to the shift in government policy and consumer behaviour. The changed the way we operate. It begins at the top, where
hospitality sector works on derived demand where the business a strong and resilient leadership views challenges as
is always cyclical in nature with alternating demand and supply opportunities and focuses on learning from experiences.
scenarios. The demand in the sector depends greatly on external This is a strategic approach by organisations aiming to
factors like economic cycles, geopolitical issues, safety and security, build profitable businesses and create a competitive edge in
and unprecedented global health emergencies. Hence, as an industry, the market. Good leadership is vital to building the resilience
hospitality is required to be flexible and resilient to keep pace with levels required to develop key traits such as optimism, flexibility,
the constantly changing ecosystem. With its ability to transform at a adaptability, and effective problem-solving.
rapid pace and respond to market changes quickly, it has created a
significant competitive advantage versus other industries on its road While we focus on building resilience within the industry,
to recovery. government support and cooperation also go a long way in creating a
self-reliant ecosystem. India, as a country, has made strong efforts in
Trust is pivotal to any business, and it is imperative for them to this direction, and the government’s Atmanirbhar Bharat programme
regain the confidence of stakeholders and enable them to overcome has been very effective in realising the vision of self-reliance. The
apprehensions and anxiety. In the business of hospitality that has resilience and agile thinking that our country, organisations, and
undergone multiple changes, consumers require reassurances about people have displayed in these years, helped us first survive the
the measures being taken to ensure their safety. In the current scenario, pandemic, then revive, and now thrive!
constant communication is key to realising customer expectations
and identifying offerings to fulfill them, which would also help build The industry witnessed multiple drops and rises in volumes,
consumer trust. had to alter services and facilities, adopt new working models, and
reinvent itself to deal with global demands. We were pushed to
WeAssure – ITC Hotels’ commitment towards health, hygiene innovate, look at new directions and adopt technologies to serve
& a safe environment highlights the protocols being implemented to the new era of consumers that emerged out of it. Overall, the
ensure the safety of guests and associates at ITC Hotels. These are hospitality industry continues to show remarkable resilience and
based on International & National standards / guidelines and global adopt strategies that are most likely to shape the industry’s
best practices, and aims at bringing a great sense of confidence, future as we continue to deliver remarkable guest experiences.
comfort, and enhanced customer confidence. ITC Hotels is the first
hotel chain in the world to receive a Platinum Level Certification from As Jane Goodall rightly said, “We have the choice to
use the gift of our life to make the world a better place. n

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49

IHA-2022

& SUMMIT 202 2

‘THREE OF TOP 10 WORLD
HOSPITALITY BRANDS WILL

BE FROM INDIA SOON’

PUNEET CHHATWAL, MD & CEO, THE INDIAN HOTELS COMPANY
LTD (IHCL - TAJ), EXPRESSED OPTIMISM FOR A RESURGENT INDIAN

HOSPITALITY SECTOR POST-PANDEMIC IN A DISCUSSION WITH
SUHEL SETH, MANAGING PARTNER, COUNSELAGE INDIA

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