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BWHOTELIER.COM A HOTELIER’S BIMONTHLY INSPIRATION - THE 8 TH ANNIVERSARY SPECIAL VOL. 09 ISSUE 01 JAN-FEB 2023 REALISING INDIA’S TRUE TOURISM POTENTIAL

6 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com 74-75, SCINDIA HOUSE, CONNAUGHT PLACE, NEW DELHI-110001 CHAIRMAN & PUBLISHER: ANNURAG BATRA CEO BW COMMUNITIES: BHUVANESH KHANNA OPERATIONS CONTROLLER: AJITH KUMAR L.R. EDITOR: SAURABH TANKHA EDITORIAL LEAD: BULBUL DHAWAN ART DIRECTOR: DINESH BANDUNI VISUALISER & INFOGRAPHIST: RAJINDER KUMAR EXECUTIVE PRE-PRESS SCANNING: SANJAY JAKHMOLA ADVERTISING: AMIT BHASIN, NILESH ARGEKAR SUBSCRIPTION: VINOD KUMAR CONTACT [email protected] FOR EDIT, ADVT OR SUBSCRIPTION QUERIES BW Hotelier does not accept responsibility for returning unsolicited manuscripts and photographs. All unsolicited material should be accompanied by self-addressed envelopes and sufficient postage. Published and printed by Annurag Batra for and on behalf of the owners, BW Businessworld Media Private Limited. Published at J-6/55, Upper Ground Floor, Rajouri Garden, New Delhi-110027, and printed at M P Printer, B-220, Phase-2 Industrial Area, Noida, UP. Editor: Annurag Batra. © Reproduction in whole or in part without written permission of the publisher is prohibited. All rights reserved. members of FIPP - the worldwide magazine media association BW HOTELIER DESIGNER, VISUALISER & INFOGRAPHIST (CONSULTANT): SAJI C.S. COVER IMAGES: COVER: TAJ WAYANAD RESORT & SPA, KERALA FIRST COVER: PUNEET CHHATWAL SECOND COVER: ARVIND SINGH BWHOTELIER.COM BWHOTELIER.COM Rs. 200 `300 A HOTELIER’S BIMONTHLY INSPIRATION - THE 8 TH ANNIVERSARY SPECIAL VOL. 09 ISSUE 01 JAN-FEB 2023 TRAVEL & TOURISM TH anniversary INCREDIBLE INDIA CALLING

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8 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com INSIDE VOL 09 ISSUE 01 JANUARY-FEBRUARY 2023 COLUMN ANNURAG BATRA 10 MY TAKE BHUVANESH KHANNA 12 CONCIERGE A HOTELIER’S HELP DESK 14 EXPERT VIEW 22 LEAD STORY UNION TOURISM SECRETARY ARVIND SINGH 26 PUNEET CHHATWAL 32 NICHE BRANDS THE POSTCARD HOTEL 38 JUSTA HOTELS AND RESORTS 42 COVER STORY INCREDIBLE INDIA CALLING 46 OWNER’S PERSPECTIVE SUJOY GUPTA 64 MEET THE GM VIPIN KHATTAR 68 MANAS BANERJEE 72 MEET THE HOTELIER VINCENT RAMOS 76 VISHVAPREET SINGH CHEEMA 80 ARUN KUMAR 83 BEYOND BORDERS KANDIMA MALDIVES 86 IHG DHAKA 90 GUESTALK MANDEEP LAMBA 94 DESIGN & ARCHITECT ABHIGYAN NEOGI 96 TUSHAR MISTRY 100 ALTERNATE ACCOMMODATION ASCOTT LIMITED 103 F&B WORLD GAGGAN ANAND 106 TRAVEL EMIRATES 110 JAPAN 113 PROPERTY REVIEW DOUBLETREE BY HILTON GOA - PANAJI 115 FAZLANI NATURE’S NEST 120 ASSOCIATION 42 68 FHRAI 126 113

10 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com NOW IS THE OPPORTUNE TIME FOR INDIA IT IS never too easy to break moulds and change perceptions that have stuck onto you for centuries, be it on a person or a country. For India too, to come out of the global opinion of being the land of snake charmers and magic that the world had created for it was a challenging task. Today, the country is one of the fastest growing economies with its current stable financial position, ever-expanding domestic market and business climate drawing long-term investments from around the globe. And with India holding the G20 Presidency, the prospects look bright and encouraging, especially for the travel and tourism industry. Experts feel it is the opportune time to take the country to the world – its monuments, sports, Nature, spirituality, medicine, mountains, beaches, lakes, backwaters, houseboats, ultra-luxury accommodations, villages, traditions and most importantly, love and acceptance. In this special Eighth Anniversary issue of BW HOTELIER, we take a look at what the travel and tourism sector in India can expect in 2023 with inputs from industry experts like Nakul Anand, MP Bezbaruah, Vinod Zutshi, Ashwini Kakkar, Jyoti Mayal and more. We also speak with Union Tourism Secretary Arvind Singh and IHCL MD & CEO Puneet Chhatwal to know more about the plans at the Government and private levels. Justa Hotels & Resorts and The Postcard Hotel comprise our Niche Brand while Sujoy Gupta shares his experiences in the industry in the Owner’s Perspective section. Experienced hoteliers Arun Kumar, Vishvapreet Singh Cheema and Vincent Ramos tell us that the year 2023 is well placed to be a great one for the hotels in the country. In Beyond Borders, we get to know how IHG Dhaka and Kandima Maldives are leaving their mark in the world of hospitality whereas Fazlani Nature’s Nest in the Property Review section talks about the growing importance of wellness retreats and resorts in our lives. We have this and much more in our action-packed Anniversary Special. We hope you enjoy reading it as much as we enjoyed bringing it all together for you. Keep Reading! [email protected]; @anuragbatrayo COLUMN ANNURAG BATRA

Bachelor of Culinary Management (with Honours) Bachelor of Hotel Management (with Honours) ADMISSIONS OPEN 2023-24 [email protected] | +91 92253 05517 www.ihmaurangabad.ac.in "Developing hospitality professionals for over 30 years" IHM-AURANGABAD

12 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com MY TAKE While all public and private enterprises will put forth their best foot and efforts, we have to make good use of taking to the TTA (Target Tourism Audience) what we have to offer them to entice the followers watching and bring them back for a taste of India. Let us not forget there are nations who only survive and thrive of T&T (Travel & Tourism). We don’t have to look too far… close your eyes and imagine the names and they are doing so well, some much better than we are across indices. THE WORLD WAKES TO INDIA AS THE NEXT POWERHOUSE BY BHUVANESH KHANNA CUSTOMARY AS it is, let us welcome a brand new 2023 and may it usher in the very best for the Indian hospitality, travel, tourism and F&B industry. And what better than India holding the G20 Presidency and the opportunities that it brings for our industry. The yearlong busy meetings calendar will help showcase not just to the delegates, but to the world at large via mass media, India in its true and pristine glory, be it all our colours and hues, our diverse locations, climates, food, languages and all the faiths of the world that coexist happily.

MY TAKE 13 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com No longer a land of snake charmers, think of it that we have so much more to give with: • Our vast geography, climate zones. From beaches to the Himalayas, from deserts to our sacred rivers and oceans, from our revered spiritual circuit to Ayurveda, yoga, heritage, palaces of our erstwhile kingdoms where one can experience true maharaja lifestyle and not to forget medical tourism… the list is long. • Live the life of a maharaja: We have some of the finest hospitality brands and assets offering without any doubt incomparable world-best service levels and experiences with competitive packages… be they the finest Indian or international brands… we have them all here. • Talk of cuisine… let us not even begin. Indian culinary traditions are not just a showstopper and a good pull for the eager, after all Indian cuisine and chefs are perhaps the finest and top export from our Indian shores along with yoga and Ayurveda apart from our spiritual practices. • One can save for the moment the other huge winner: India’s movies, music, theatrical, classical dances and art which are truly enthralling the world. • Last but not the least, our education and talent exports. Look no further than top corporations across the globe populated by Indians from top to bottom… they rule the world, be it IT, technology, FMCG, durables, automotive sector, medical and medicines, hospitality, F&B or for that matter, any domain. The Indian hospitality, travel, tourism and F&B industry is the biggest employment generator, directly or indirectly, and with the massive growth and development pipelines courtesy strong investments led by a great sentiment… Honestly, sky is the limit. Add to it the good word for India as the next big powerhouse, be it industry or otherwise after dethroning Great Britain as the fifth largest economy with its 7 per cent plus growth, despite the last three years, we are all set to roll. As the world is looking at us as the next big thing to happen after China, it is in our best interest to make the most of this opportunity that beckons and not let go even the smallest occasion to capitalise upon. With our growing disposable incomes and millennials who think differently while investing and spending and the good support from the Government, it is finally looking good. Yes, a line or more on the success of Indian start-ups which have thrown up some of the finest unicorns. The spotlight is truly trained on us as we compete, not just match, we are out to outdo the very best globally. You don’t have to look too far, think about the proliferation of all the new brands… there is so much happening and it is only going to get more exciting. All in all, it is all coming together and looking good for Indian hospitality, travel, tourism and F&B with the Government’s approach to development and the need for the industry stakeholders to work hand-in-hand for taking our nation to greater heights. I sign off with the slogan the Hon’ble Union Minister of Tourism, Culture and DoNER Shri G Kishan Reddy had raised at the 5th HAI Hotelier’s Conclave 2022. Jai Hind Jai Bharat Jai Tourism [email protected] IT IS IN OUR BEST INTEREST TO MAKE THE MOST OF THIS OPPORTUNITY THAT BECKONS AND NOT LET GO EVEN THE SMALLEST OCCASION TO CAPITALISE UPON Photo: VECTOMART

CONCIERGE 14 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com CONCIERGE VOL. 9 ISSUE 1 JAN-FEB 2023 A HOTELIER’S HELP DESK IDS NEXT: INTEGRATING SYNERGIES INTO SOLUTIONS BY BWH BUREAU THE IDS Next’s mission to revolutionise the hospitality tech sector began in 1987, and by 2009, it became the largest hotel software company in Asia. Today, its portfolio spans Southeast Asia, the Middle East, Africa and Oceania, serving hospitality markets in 50 countries. “We are the trusted hospitality solutions partners of multiple hospitality businesses including both world-renowned hotel chains and start-ups. We provide solutions that meet the needs of the contemporary market, ranging from contactless check-in, front office management, guest request and housekeeping management to payroll, finance, inventory management and procurement,” shares Manoj K Mohanty, Senior Vice President - Sales, South Asia and South East Asia, IDS Next. For the hospitality industry, IDS Next specialises in full-stack enterprise cloud solutions that help streamline both front and back office operations by offering seamless pathways. Some solutions are FX Front Office Management and FX Front Desk, FX Gem, FX Guest Services and FX Steward, FX CRS, FX Book Your Table, FX Online Ordering and FX Sales and Catering, FX Housekeeping, FX POS and FX our expertise. We focus on eliminating the need for hospitality businesses to work with multiple vendors and non-similar systems in order to implement the complete solution for their business. As we intend to offer fullstack cloud enterprise solutions in markets like hotels, restaurants, wellness and clubs.” As the tagline of IDS follows in being always ahead, the company focusses on innovation and constant improvement of services that fluctuate due to benchmarking the latest trends in the industry. On how they differ from competitors in the hospitality sector, Mohanty says, “The quality of our smart hotel software is backed by 35+ years of experience and expertise in the industry, with our local and online customer support available 24x7 in 30 languages. We maintain a standard HTNG API approach, integrating our solutions with over 100 of the world’s leading technology partners so hotel operations run smoother than before with our software. The IDS Next smart software solutions are PA DSS-certified and GDPR-compliant. Moreover, we are also ISO 27001 certified which means we ensure the safest and most secure operations for our customers and their guests.” n WE FOCUS ON INNOVATION AND CONSTANT IMPROVEMENT OF SERVICES Manoj K Mohanty, Senior Vice President - Sales, South Asia and South East Asia, IDS Next POS Ultra, FX Club and FX Wellness. For 2023, Mohanty shares, “Alongside the merger with ShawMan Software last year, we look forward to integrate many synergies in our solutions and combining

Experience a safer and more open world For more information please email: [email protected] / Mob.: 75748 92024 Vijendra Khinvasara - National Manager- Healthcare and Hospitality Revolving Door RD-3/4 ASSA ABLOY’s 3- and 4-wing compact revolving doors RD3/RD4 help to maintain a comfortable indoor climate and at the same time save energy costs

CONCIERGE 16 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com portfolio, HOT MOT, and we offer hospitality metal spring mattresses normal as well as fire retardant, whole set of bed linens and pillow covers, duets, fitted sheets and more,” shares Madhavan. On how different are they from competitors as far as the hospitality sector is concerned, he says, “Our major differentiation apart from quality products with extended guarantee and warranty is our superb service to our clients who are a part of our journey from time to memory. We are distinguished with respect to our competitors in the look and feel of our products specifically ‘Hot Mot’ mattresses,” he says. Peps, as a brand leader in the segment, is in constant innovation across the value chain and hence the portfolio of product is frequently upgraded. “As a token of the above exercise, we are offering improved versions of ‘Hot Mot’ product segments,” concludes Madhavan. n THE BUSINESS OF SLEEP BY BWH BUREAU IT WAS back in 2005-06 that Peps Industries Pvt Ltd came into existence with a minuscule representation in the Indian mattress industry. “We disrupted the conventional mattress industry by bringing out international sleep comfort at an affordable price and adapting to our customers in India. From 2005 onwards, we have changed the history of the mattress industry by creating a segment of spring mattresses and be its leader from then onwards,” says K Madhavan, Managing Director, PEPS Industries Pvt Ltd. With 22 different products, from the category of affordable luxury to health-based products to international sleep comfort and super luxury products, the company is growing at 28 per cent in all aspects of performance. Led by professionals from the field of management with vast industry experience, the company’s involvement in hospitality segments is huge. “Over the last 10 years, we have had some big and respectable names like Sarovar, ibis, Accor and RHG. We also have Pan-India representation in defence and police canteens and serve specific products for other hospitality segments such as two-star and three-star hotels,” he adds. Brand Peps works in association with world’s fourth largest selling American brand, Restonic from Restonic Corporation of USA., as franchise for India, Nepal and Sri Lanka. “All our products are manufactured as per the GSM of our franchise. Hence, they are of international standards and quality. For the hospitality sector, we have a separate product WE ALSO HAVE PANINDIA REPRESENTATION IN DEFENCE AND POLICE CANTEENS K Madhavan, Managing Director, PEPS Industries

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CONCIERGE 18 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com apart and helps them get continued business from hotels. “We are one of the few companies to provide holistic solutions backed by a strong, varied portfolio that has been designed to cater to various requirements of the hospitality sector. From hotel RFID locks to electronic safes to door closers and automatic doors to floor machines to shower enclosures, we strive to be the one-stop solution provider that clients can rely on,” adds Awasthi. For a decade, the Group has been closely liaising with top architects, interior designers and stalwarts from the Indian hospitality sector. At first, Ozone had focussed on budget hotels, but today, it has ventured towards providing complete solutions for four- and five-star hotels, too. With time, as the Indian hospitality sector has evolved, so has the company. As a global innovative player, it is constantly studying consumer behaviour across markets and understanding the importance of tapping into the latest trends, which it hopes will continue to turn the tide in its favour. n PROVIDING HOLISTIC HOSPITALITY SOLUTIONS BY BWH BUREAU WITH A diverse portfolio of more than 5,000 products, Ozone Overseas, over the years, has researched and invested in catering to the hospitality sector through functional, innovative and trouble-free product offerings. With solutions like high-end floor machines, automatic doors, airlock lobbies solutions and demountable partitioning systems, Ozone designs its products keeping in mind the Indian market requirements and factors such as durability. With 2023 having begun, the company has a few new offerings for its consumers. “This year, we’re focussing on solutions revolving around technology and innovation. With products like hi-tech hotel locks that rely on Opera and IDS integration - we’re looking at ways to improve security solutions for the hospitality sector and see a growing need there,” says Rakesh Awasthi, Business DevelTHIS YEAR, WE’RE FOCUSSING ON SOLUTIONS REVOLVING AROUND TECHNOLOGY AND INNOVATION Rakesh Awasthi, Business Deveoplment - Head, Ozone Overseas opment – Head, adding their current line-up includes the world’s slimmest automatic door – OZOM-AD68N 5.9 metres SS, which comes fitted with a sturdy powerful operator. The company is also launching the acoustic moveable partitioning system designed keeping in mind banquets, conference halls or large spaces that require parallel usage without sound leakage. Reliability, long-standing relationship with clients and vendors and diversification in offered services are what set Ozone Overseas

CONCIERGE 20 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com Bachelor of Arts (Culinary Arts) aims to provide aspiring culinary professionals a globally benchmarked educational experience and qualification that focusses on hands-on-training. Master of Hotel Management (MHM) – This programme provides professional and managerial expertise in hotel management with special emphasis in Revenue Management and Sales & Marketing. MA (Indian Cuisine and Food Culture) – This hands-on, skill oriented intense curriculum focusses on Indian traditional and regional cuisines. MSc (Dietetics and Applied Nutrition) – The postgraduate programme in Dietetics & Applied Nutrition enhances knowledge and skills in clinical nutrition. WGSHA also offers certification programmes like Wine Appreciation Programmes and courses from City & Guilds, UK. For the next year, WGSHA have lined up many new projects like Language Café, Food Truck, Hydroponic Vegetable, Curriculum review on new National Education Policy (NEP) etc. “Shifting to a new building with latest facilities and technologies will be complemented by launching of a book titled Lived Experiences of Hospitality Connoisseurs: Short Case Studies,” informs Dr Thirugnanasambantham. WGSHAs unique strength is the MAHE-ITC Ltd professional collaboration, benchmarking industry-academia partnership in hotel management education. “We strongly believe that this partnership is really the core that differentiates us in the market. The college is approved by AICTE, accredited by Indian Federation of Culinary Associations, World Association of Chefs’ Societies and Hotel Schools of Distinction, USA. WGSHA is the first and only HSD accredited college in Asia-Pacific region and is certified by FSSAI,” he says. Internationally, WGSHA has academic partnerships with Cast Alimenti, Italy, Culinary Arts Academy of Switzerland, Swiss Hotel Management School, The Emirates Academy of Hospitality Management, UAE, George Brown College, Canada and HRC Culinary Academy, Bulgaria. n EXCELLENT BLEND OF ACADEMIC EXPERIENCE AND INDUSTRY EXPOSURE BY BWH BUREAU ESTABLISHED IN 1986 as a unit of Dr TMA Pai Foundation in partnership with the Hotels Division of ITC Ltd, Welcomgroup Graduate School of Hotel Administration (WGSHA) is a constituent of Manipal Academy of Higher Education. WGSHA believes in holistic development of students through simulations and event management, structured workshops on soft skills like communication, interpersonal skills, problem-solving capacity etc. Food festivals, conferences, experiential projects, physical and recreational activities, adventure sports and cultural performances are encouraged at the institution. Today, WGSHA is India’s premier hotel management institute and it has been ranked 26th among the Best Hospitality and Hotel Management Schools in the world 2020 by CEOWORLD magazine. The faculty, many being PhDs, are an excellent blend of academic experience and industry exposure. Curriculum conclaves are held with all stakeholders at regular intervals. Welcomgroup Entrepreneurial Development Cell (WEDC) promotes entrepreneurship among students while Public Private Partnership through Student and Faculty Mobility Programmes are conducted with NCHMCT. The college uses CESIM Hospitality Simulation Software for experiencing operational decision-making while Oracle Opera and Fortune Next PMS have been installed for students’ practical learning. The college has subscribed to STR Share Centre for receiving industry statistics. Faculty and students are continuously engaged in publishing and research work supported by a large collection of digital learning resources. “At regular intervals, the alumni of WGSHA conducts workshops and seminars at the institution and also interact during the alumni meets which are organised in many cities. Celebrity chef and distinguished alumnus Vikas Khanna has donated a Culinary THE ALUMNI OF WGSHA CONDUCTS WORKSHOPS AND SEMINARS AT THE INSTITUTION Dr Chef K Thirugnanasambantham, Principal, WGSHA Museum, listed by Limca Book of Records as India’s First Living Culinary Arts Museum at WGSHA. The college has a student-run restaurant ‘Classic Café, a pastry shop ‘Ministry of Bakery’ (MOB) and a Gourmet Store of food products in campus,” says Dr Chef K Thirugnanasambantham, Principal, WGSHA. WGSHA offers several undergraduate and postgraduate programmes including: Bachelor of Hotel Management (BHM) aimed to provide students a strong base of knowledge, skills and attitudes required for employability and leadership roles in Hospitality sector.

22 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com EXPERT VIEW by streamlining operations with a significantly reduced workforce. Most importantly, technology enabled them to drive efficiencies, revenues and guest experience. As the hotel industry enters 2023, dubbed as the most awaited transformative post-Covid era by industry pundits, technology companies, too, are getting ready to play their part. Here is how hospitality technology providers will help the industry do well in 2023. MOBILE APPS Mobile apps will continue driving hotels’ growth in two ways. Firstly, the hotel-facing WHAT TO EXPECT FROM THE HOSPITALITY TECH SECTOR IN 2023? BY ADITYA SANGHI OVER THE last 50 years, technology has been fueling the hotel industry’s growth with the first-ever implementation of Hotel Property Management Systems in the 1970s. Plus, with the emergence of several other solutions, hotels have gone digital, gained agility, streamlined operations, reduced errors, saved costs, and increased revenues. They have been able to match their guests’ changing expectations with the right tools. In 2021-2022, technology was one of the critical elements that helped hotels across sizes, segments, and regions come out of the Covid-induced grim phase. For example, it allowed their non-guest-facing staff to work remotely in line with the restrictions. It also enabled them to run the show MOBILE APPS HAVE BECOME MORE IMPERATIVE OVER THE LAST COUPLE OF YEARS WITH THE RISING DEMAND FOR CONTACTLESS SERVICES aspect of it will empower users to execute various tasks on the go. For example, it will help the management see hotel positions and other critical data on their smartphones. Secondly, we have this guest-facing aspect of it. With this, hotels can allow their guests to do everything, including reservation, post-booking communication, mobile check-in, unlocking the door, controlling in-room amenities, raising service requests and complaints, paying bills and checking out. Mobile apps have become more imperative over the last couple of years with the rising demand for contactless services. Since guests love contactless services, as over 90% of them like it, we will see the rapid adoption of mobile apps in the hotel Photo: KZENON industry. And in line with this, solution

23 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com ADITYA SANGHI providers are expected to do much in this technology segment. DATA ANALYTICS The hotel industry undoubtedly possesses massive data about operations and guests’ preferences. We don’t have to stress more about how it helps hotels with an efficient forecast, automated revenue management, targeted marketing efforts, upselling and cross-selling, and improved guest services. Additionally, it has the potential to assist hotels in managing their online reputation by tracking what is being said about their brands on online platforms. Everything boils down to this – data analytics will be essential for hotels to maintain a competitive advantage. And to achieve this, they will rely on technology providers who understand this whole data game and can help them with this. Technology providers will have to keep an eye on evolving trends concerning data analytics to come up with solutions that will drastically improve hotels’ decision-making capabilities. With four types of data analysis capabilities, including descriptive, diagnostic, predictive, and prescriptive, hotels will know what happened, why it happened, what might happen in the future, and what needs to be done. This is where hotel technology solutions providers will have a very prominent role in 2023. ROBUST TECHNOLOGY INTEGRATION One thing is clear – 2023 will see a rise in various technology adoption by hotels. They will use Hotel PMS, channel manager, revenue management solution, booking engine, online reputation management tool, accounting, ID scanner and many more across departments. Here comes the need for seamless integration among them for the real-time flow of data. There is a rapid shift from monolithic on-premises solutions to cloud-based Hotel PMS. Sitting at the centre of the hotel operation, cloud-based Hotel PMS interacts with specialised solutions that are operationally imperative for all departments at a hotel. Hospitality technology providers are going to pay the utmost attention to this in 2023. SOLUTION CUSTOMISATION We expect significant efforts towards this by technology providers. They will be doing heavy weightlifting to develop plug-and-play solutions for properties looking at doing shortterm business - be it going live for seasonal businesses or some prominent events. This is exactly what we experienced during a recently concluded global sporting event, where we helped over 5000 properties with 50,000+ rooms manage reservations, check-ins, check-outs for about a month. Technology companies have realised that it has become tough for independent hotels to source disparate solutions, deal with multiple tech vendors, and manage them without dedicated personnel. It will make them come up with a solutions stack that is only needed to help these hotels sell more rooms at the best rate, increase occupancy, boost revenues and serve guests better. Similarly, hotel groups will buy technology solutions in a modular way that are on the cloud for every department. And for this, hospitality technology companies keep adding new features to their products and solutions to offer them centralised control over operations, inventory management, reports, etc. It doesn’t end here. Technology providers will be at the centre of attention as enablers to an industry on the verge of finding its lost charm in 2023. Hotel owners, operators, and even guests will be looking at the tech sector about how it keeps fueling the industry’s growth in 2023 and beyond. n AUTHOR BIO: Aditya Sanghi is co-founder & CEO, Hotelogix HOTEL GROUPS WILL BUY TECHNOLOGY SOLUTIONS IN A MODULAR WAY THAT ARE ON THE CLOUD FOR EVERY DEPARTMENT

24 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com EXPERT VIEW on to customers in the form of lower prices. This is especially important for small and medium-sized businesses with limited resources. Commercial kitchen technology has also made food safety and hygiene standards easier to maintain. Temperature monitoring equipment, food traceability systems, and inventory management systems are just some of the ways in which technology is being used to improve food safety and hygiene. This is important for both customers and business owners, as it helps to reduce the risk of foodborne illness and upgrade overall health and safety standards. Technology utilisation in commercial kitchHOW IS COMMERCIAL KITCHEN TECHNOLOGY BENEFITTING THE HOSPITALITY INDUSTRY? BY VIKRAM GOEL THE HOSPITALITY industry in India and around the world is currently undergoing rapid growth and development, and commercial kitchen technology is playing an important role in this process. This has revolutionised the hospitality industry by providing greater efficiency, improved safety, and better customer experiences. The use of advanced equipment and automation is helping to increase the productivity of commercial kitchens across the country, from large hotels and restaurants to small cafes, food trucks, and home kitchens, which require the support of an advanced self-washing oven range. Advanced equipment and automation have resulted in faster service, higher food quality and increased capacity to handle large crowds. This has increased customer satisfaction and raised business for many Indian restaurants and hotels. The use of technology in commercial kitchens has also resulted in the development of new skills among the kitchen staff. This includes the use of cutting-edge equipment and software, which aided in a greater level of techADVANCED EQUIPMENT AND AUTOMATION HAVE RESULTED IN FASTER SERVICE AND HIGHER FOOD QUALITY ens also leads to innovation in menu presentation, aiding the industry’s efforts to draw customers in with novel and tantalising dishes. This makes the eateries stand out in the competition and grow their clientele. As the sector develops, it is likely that more eateries will start implementing these technologies, further increasing the effectiveness of food preparation and service. Innovative commercial kitchen technology has changed the game for the hospitality industry by enhancing food quality, increasing efficiency, reducing labour costs, and improving customer service. By investing in the latest technology, restaurants and other hospitality businesses can ensure that they are providing the best possible experience to their customers. n AUTHOR BIO: Vikram Goel is Managing Director, UNOX India nical knowledge and expertise. This is important for the industry to enhance overall service and food quality. Using energy-efficient equipment and automation has helped commercial kitchens in India reduce their operating costs leading to significant energy and labour cost savings that can be passed

LEAD STORY 26 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com BY BHUVANESH KHANNA VISION INDIA@2047 AIMS TO MAKE THE COUNTRY A PREFERRED TOURISM DESTINATION, SAYS ARVIND SINGH, SECRETARY OF TOURISM, GOVERNMENT OF INDIA REALISING INDIA’S TRUE TOURISM POTENTIAL TO REVIVE international tourism post-pandemic and to ensure India is promoted as a holistic destination in the tourism generating markets to increase the country’s share in the global tourism market, the Government of India declared Incredible India! Visit India Year 2023 as its campaign tagline. It was over two decades back, in 2002, that the Incredible India initiative was officially branded to promote the country as a destination of choice for the discerning international traveller. Now, using the backdrop of India’s G20 Presidency, efforts are on to resuscitate the industry which went through a rough patch during the period of the pandemic. Incidentally, the man behind the campaign then, Amitabh Kant, is now the Sherpa of the summit which presents loads of opportunities for the travel and tourism industry to promote India as a global tourist destination. “The Ministry of Tourism (MoT) promotes India as a holistic destination in the tourism generating markets to promote various tourism products and destinations to increase its share of the global tourism market. The objectives are met through an integrated marketing and promotional strategy and a synergised campaign in association with travel trade, state governments and Indian Missions. The Government continuously engages with industry experts and other relevant stakeholders and take their suggestions and feedback for promotion of varied tourism products of India,” shares Union

ARVIND SINGH 27 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com Tourism Secretary Arvind Singh. Recently, MoT and various state tourism departments attended WTM 2022 with the theme, The Future of Travel Starts Now. During the event, the Ministry had B2B meetings with tour operators, travel agents and various other stakeholders and organised a press meet to apprise travel media of India’s preparedness to welcome international tourist post-pandemic. “The India pavilion showcased varied tourism products related to culture, heritage and niche ones like cuisine, wellness, yoga and wildlife,” he adds. The Indian travel and tourism industry is, at present, undergoing a paradigm shift as the travellers demand curated and thoughtful experiences. “The millennials today make up the fastest growing segment in terms of spending money on trips and exploring new destinations. They are early adopters not only of technology but also experiences, exploring top-range options – the highest of all generations. This drives the growth of the travel industry and a major chunk of it will be driven by the Indian millennials. As a result, postpandemic pent-up demand in this largest traveller segment drove the recovery in the travel market in 2022. While domestic travel made up the majority of millennial sojourns last year, the opening of international destinations and reducing foreign travel uncertainties are expected to drive travel market growth this year ie 2023,” opines Singh. Driving the trend of sustainable and eco-tourism, rising environmental concerns have driven sustainable travel as a key driver of their travel decisions. As per American Express 2022 Global Travel Trends Report, travelling responsibly was of high importance for Indian respondents as 94 per cent stated that they would take a ‘green-cation’ and 93 per cent were more likely to book travel with a brand committed to improving environmental impact. The key themes attracting more engagement on social media platforms via user generated engagement activities included experiental tourism, heritage tourism, festival tourism and adventure tourism in 2023. “The MoT focussed and highlighted Sustainable Tourism initiatives as major focus areas during 2022. To educate the masses to be responsible travellers, a campaign titled ‘Responsible Traveller’ has already been initiated on social media. Domestic tourism has been the major contributor to the tourism sector in India. India being a large country has great potential for the growth of domestic tourism,” Singh informs. As per a recent report, domestic air travel crossed pre-pandemic level for the first time on December 11, 2022, when around 4.3 lakh people flew within India as compared to preCovid19 daily domestic average of 4.2 lakh. This shows that domestic tourism has huge potential and MoT is working continuously towards promoting and developing domestic tourism. INDIA’S POSITIONING IN TOURISM SECTOR The global tourism industry is continuously transforming due to Photo: ALEX GARAEV

LEAD STORY 28 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com changing tourist preferences, linkages with global economy, regulations and other dynamics. Thus, monitoring the evolving trends and the flexibility to adapt is essential to sustain and improve the nation’s tourism competitiveness. “Vision India@2047 aims to make India a preferred tourism destination, loved by both global and domestic tourists. The vision envisages to increase tourist arrivals, create employment opportunities and expand revenue generation from the tourism sector. The MoT plans to achieve this vision through formulation of new schemes and policies, institutional and structural reforms, improvement in ranking for benchmarking standards, creation of human resources, leveraging technology for promotion and delivery of tourism-related services,” avers Singh. The MoT’s Travel Trade division holds meetings with travel and tourism stakeholders to seek inputs while framing guidelines or policy decisions and for addressing issues. “Also, for the recognition of the Travel Trade Service Providers, the MoT has set up a web-based Public Delivery System to ease the process of filing applications and getting recognition from the Ministry. This has been done to promote digital India and making the process paperless. The MoT had revised the guidelines for the scheme of Market Development Assistance (MDA) for promotion of domestic tourism in November 2020 to enhance its scope and reach so as to provide maximum benefits to the stakeholders. As per revised guidelines, the stakeholders are provided with financial support to promote domestic tourism,” he informs, adding the tourism departments of state governments / UT administrations are eligible for obtaining financial support under the scheme. Additional promotional activities have been incorporated including online promotions for the states of North East India including the UTs of J&K and Ladakh. The extent of financial assistance permissible under the MDA scheme has also been enhanced. “The MoT takes up requests received from travel and tourism stakeholders for restoration of visa / e-visa from various source markets for inbound tourism. With its efforts, the number of countries whose nationals are grated with e-Tourist visa has been revised from 156 to 165 at present,” says Singh. Connectivity being the most important aspect for tourism, the MoT approached Ministry of Civil THE STAKEHOLDERS ARE PROVIDED WITH FINANCIAL SUPPORT TO PROMOTE DOMESTIC TOURISM Photo: TILAR SIRO ANDAMANS CGH EARTH Photo: RUSLAN KAR

ARVIND SINGH 29 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com Aviation to extend financial support in the form of Viability Gap Funding (VGF) under the Champion Service Sector Scheme (CSSS), with the purpose of further improving connectivity to important tourist places including iconic sites. After consultation with the travel and tourism stakeholders, the MoT initially got 46 tourism routes approved which has now been revised to 59 Tourism-Regional Connectivity Scheme (T-RCS) routes. Of these, 51 are operational till date. To promote domestic tourism, following initiatives were taken: NATIONAL CONFERENCE OF STATE TOURISM MINISTERS The three-day conference in Dharamsala in September 2022 focussed on various MoT policies and programmes including development of tourism infrastructure, cultural, spiritual and heritage tourism, tourism in the Himalayan states, responsible and sustainable tourism, role of digital technology for marketing and promotion of tourism destinations, emerging importance of homestays, Ayurveda, wellness and promotion of domestic tourism. Other issues like wildlife tourism, responsible tourism, tourism related aspects of G20 were also discussed. 10TH INTERNATIONAL TOURISM MART (ITM) The three-day event focussed on ‘Priorities of G20 for Tourism Track’ by introducing the sessions on green and sustainable tourism as well as investment in the North East. It facilitated interaction between buyers, sellers, media, government agencies and other stakeholders. DEKHO APNA DESH WEBINARS The MoT is arranging a series of webinars under Dekho Apna Desh theme to promote tourist destinations. The webinars include glimpses of culture, heritage, handicrafts and cuisines in addition to lesserknown tourist spots. A repository of all webinars is being maintained and their YouTube links made available on Incredible India social media handles of the Ministry. YUVA TOURISM CLUB The vision is to nurture and develop young ambassadors who would become aware of tourism possibilities, appreciate its rich cultural heritage and develop interest and passion for tourism. Participation in tourism clubs is expected to facilitate development of soft skills like teamwork, management, leadership besides encouraging adoption of responsible tourism practices and concern for sustainable tourism. PUBLIC-PRIVATE COORDINATION TO REBUILD TOURISM IN POST-PANDEMIC ERA The MoT’s hotel and restaurants division holds meetings with hospitality industry associations regularly to seek inputs while deciding important policy matters and addressing their issues. For hospitality sector’s benefit, the Ministry took the following measures: i) System for Assessment, Awareness & Training for Hospitality Industry (SAATHI) – As underscored by Covid19 outbreak, it is important that all hotels, restaurants and other hospitality units follow suitable safety and hygiene protocol measures while providing accommodation and other services post-lockdown. To assist hospitality industry in their preparedness, the Ministry has partnered with the Quality Council of India. The SAATHI framework is based on Photo: OSHI

LEAD STORY 30 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com the guidelines / SOPs issued by Ministry of Health & Family Welfare and the MoT. This initiative entails self-certification, webinars and siteassessment (optional). ii) The MoT set up National Integrated Database of Hospitality Industry (NIDHI), a technology driven system, aligned with PM Modi’s vision of Atmanirbhar Bharat which is to facilitate digitalisation and promote ease of doing business for hospitality and tourism sector. NIDHI portal helps in assessing the facilities available at various destinations, requirements for skilled human resources and to frame policies and strategies for promotion / development of tourism at various destinations. iii) The initiative has been upgraded as NIDHI+ to have more inclusivity, that is, of not only accommodation units but travel agents, tour operators, tourist transport operators, F&B units, OTAs, convention centres and tourist facilitators. The new system envisages a larger role of state governments and UTs apart from industry associations and other stakeholders. PLANS FOR SUSTAINABLE AND INCLUSIVE TOURISM ACTIVITIES The Union Tourism Secretary informs that the MoT has formulated a National Strategy for Sustainable Tourism and identified strategic pillars for the development of sustainable tourism in the strategy document. “These include promoting environmental sustainability, protecting biodiversity, promoting economic sustainability, sociocultural sustainability, scheme for certification of sustainable tourism, IEC and capacity building and governance,” he says. A National Board for Sustainable Tourism has been constituted under the Chairpersonship of Secretary (T) comprising representatives from identified Central Ministries / organisations, state governments / UT administrations and industry stakeholders. The Board shall guide operationalisation and implementation of various strategic initiatives for the development of sustainable tourism and ecotourism in the country. The Ministry also signed an MoU with the United Nations Environment Programme (UNEP) and Responsible Tourism Society of India (RTSOI) on World Tourism Day 2021 to undertake measures to actively promote and support ‘sustainability initiatives’ in the tourism sector of each other and work in a collaborative manner wherever possible. “The Ministry organised a National Summit for developing Sustainable and Responsible Tourism Destination and Responsible Traveller Campaign in association with Responsible Tourism Society of India and United Nations Environment Programme on the eve of World Environment Day. The same is being followed on regional level subsequently with regional workshops on development of Sustainable and Responsible Tourist Destinations at Khajuraho. Workshops for Southern and Northern regions are proposed in February and March 2023,” he says. To create mass awareness, the Ministry in collaboration with IITTM (Central Nodal Agency – Sustainable Tourism) has launched Travel for LiFE Pledge on MyGov.in and monthly e-newsletters on sustainable tourism are being sent to state NIDHI PORTAL HELPS IN ASSESSING THE FACILITIES AVAILABLE AT VARIOUS DESTINATIONS Photo: BYHEAVEN

ARVIND SINGH 31 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com governments / UT administrations and industry stakeholders. “In addition, the Ministry has revamped its Swadesh Darshan scheme as Swadesh Darshan 2.0 (SD 2.0) with the objective to develop sustainable and responsible destinations following a tourist and destination-centric approach,” Singh informs. UNTAPPED TOURISM POTENTIAL OF THE NORTH EAST The North Eastern region of India is endowed with forest resources, endemic flora and fauna, unspoiled trekking and hiking routes and great physical and human diversities. “It is one of the most promising regions in respect of tourism promotion with both physical and human diversities. With the potential it has, the region should go ahead with the development of tourism industry without delay and be projected as one of the most potential areas of the country in respect of tourism promotion. Financial assistance should be given to enable local populace to showcase their handicrafts, arts and culture, natural resources which in turn will economically uplift them,” he feels. ROLE OF PILGRIMAGE AND HERITAGE TOURISM The growth of domestic tourism in India largely depends on pilgrimage and heritage tourism, shares Singh, adding the imperative driving factors in pilgrimage tourism are multitude of religion and faith, varying spiritual motivations, pilgrimage lineage, religious/ spiritual assets and evolving pilgrim needs. “Pilgrimage and heritage tourism are key themes for driving tourism footfall and to enhance tourism experiences by assuring active involvement of local communities through employment generation. It is bridging infrastructural gaps at identified pilgrimage destinations and throughout heritage cities as identified under holistic city heritage tourism development within the core tourism footprint,” says Singh. Tapping the potential, the Ministry of Tourism launched the PRASHAD scheme in 2014-15 with the objective of integrated development of pilgrimage and heritage destinations. It recognised a critical need for integrated development of the selected pilgrimage destinations and of heritage cities in cooperation with various stakeholders. As on date, the scheme has successfully sanctioned 45 projects in 25 states / UTs with financial outlay of around Rs 1,600 crore. There has been substantial growth in footfall of pilgrims/ devotees and visitors after the implementation of PRASHAD scheme and integrated development of destinations at several locations in the country. As the nation looks forward to a positive and successful year ahead, the hospitality industry eagerly awaits the nod of the Cabinet to the Draft National Tourism Policy formulated by the Ministry of Tourism which aims to enhance the contribution of tourism in Indian economy by increasing the visitation, stay and spend and making India a year-round tourist destination; create jobs and entrepreneurial opportunities in tourism sector and ensure supply of skilled work force; enhance competitiveness of tourism sector and attract private sector investment; preserve and enhance the cultural and natural resources of the country and ensure sustainable, responsible and inclusive development of tourism in the country. “Coming out of the Covid19 pandemic, the policy, over a period of next 10 years (2022-2032), is expected to provide a strong impetus to the growth of tourism sector in the country,” updates Singh. n Photo courtesy: CGH EARTH COCONUT LAGOON

LEAD STORY 32 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com IHCL: ALL SET FOR 300 BY 2025

PUNEET CHHATWAL 33 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com BY BHUVANESH KHANNA TOURISM IS seen as a major driving force for any economy, the world over. It has a multiplier effect on employment. Interestingly, as per the latest World Travel and Tourism Council (WTTC) report, the sector is expected to create nearly 126 million new jobs globally within the next decade with at least 20 per cent from the Indian sub-continent. As the world moves on, and puts the pandemic behind, the service sector, travel and tourism business included, is emerging as a major growth engine for the Indian economy. This was demonstrated in Q2 GDP figures where the services sector grew by 9.3 per cent, contributed largely by trade and hotels which grew by 14.3 per cent, clocking a 100 per cent recovery to Q2 FY2020 levels. “People are once again flying in great numbers, airports are crowded, hotels are well booked, and travellers want to explore, connect and feel alive through the exhilarating emotion of travel. Inbound travel is also likely to pick up further leading to buoyant outlook,” feels Puneet Chhatwal, Managing Director and CEO, IHCL. IHCL has been on a journey of accelerated growth with a keen focus on achieving the long-term vision of achieving profitable and responsible growth. “First, we reimagined the brandscape, added new brands and new businesses and then we brought in the growth, which was driven by high margin businesses rather than having capital intensive or asset heavy growth. IHCL continued its focus on leveraging its strong brand portfolio to reach a milestone of 250-plus hotels and is in line with its vision of being a 300-hotel portfolio by 2025,” shares Chhatwal, adding, “The strength of our ecosystem has become very prominent during the past couple of years as it has allowed us to leverage our expertise to launch new brands such as SeleQtions and reimagined Ginger, which will be one of the most significant growth vehicles for IHCL,” he says. Pandemic also accelerated the shift to digital and the industry embraced technology at a faster rate. In a significant move of staying in tune with the market demand and recognising the growing consumer demand for online gourmet food delivery services, IHCL innovated with the introduction of Qmin that has now expanded to over 25 outlets in India. IHCL also launched India’s first branded IHCL’S PORTFOLIO EXPANSION WILL BE DRIVEN PRIMARILY BY DOMESTIC GROWTH, SAYS MANAGING DIRECTOR AND CEO PUNEET CHHATWAL

LEAD STORY 34 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com product in the fast-growing homestay market, ‘amã Stays & Trails’. Chhatwal informs that under Ahvaan 2025, IHCL will continue on its path of sustained responsible growth, which has been strongly demonstrated in its industry leading business performance over the last couple of quarters which saw IHCL deliver record profits. As for Q3 results, he says that IHCL continued to report strong operational and financial performances across its businesses, resulting in an all-time high PAT of Rs 383 crore, which exceeds any previous full year PAT. “Leveraging its brand portfolio, IHCL reached a milestone of 250-plus hotels and is in line with its vision of being a 300-hotel portfolio by 2025. In this financial year alone, 30-plus hotels have been added to the pipeline and 14 hotels have opened, besides strong growth in amã Stays & Trails with 108 homestays and Qmin with over 25 outlets. The demand outlook for the sector in 2023 remains robust on the back of sporting events such as World Cup of Hockey and Cricket, global events like the ongoing G20 and recovery of inbound and corporate travel. IHCL with its vast network of hotels spread across 125-plus cities is well positioned to cater to this rising demand,” he adds. PORTFOLIO EXPANSION, INDIA AND INTERNATIONAL “IHCL’s portfolio expansion will be driven primarily by domestic growth. However, we will look at select international destinations. This growth in portfolio will be led by our Taj brand, which is slated to scale to 100 hotels from the current portfolio of 97 hotels while the Vivanta and SeleQtions brands will scale to a portfolio of 75 hotels,” says IHCL MD & CEO. Known for being pioneers in putting new destinations on the tourism map, IHCL enjoys presence in over 100 locations across India with an expansive footprint in over 30 out of 36 states and Union Territories and is focussing on developing key tourism destinations such as Lakshadweep and the North East. “Not just in India, we are also looking at strengthening our presence across key international markets, in cities that are on popular travel routes, especially among the Indian diaspora. We will continue to have a strong focus on markets such as the Middle East, US, UK and Europe – in fact, we have recently signed a Taj hotel in Riyadh, Saudi Arabia,” he shares, adding the lean-luxe brand, Ginger, is one of IHCL’s fastest growing brands and will scale to 125 hotels while ‘amã Stays & Trails’, India’s Taj Amer

PUNEET CHHATWAL 35 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com UNDER AHVAAN 2025, IHCL WILL CONTINUE ON ITS PATH OF SUSTAINED RESPONSIBLE GROWTH first branded homestay portfolio, will scale to 500 properties by 2025. “We are well on track to not just achieving but surpassing these goals, with 2022 being a record year for IHCL, with 30 hotels signed and 17 hotels opened across brands,” he says. SUSTAINABILITY GOALS “Responsible companies must aim for three things simultaneously or the triple bottom line that looks at people, planet and profits. IHCL launched Paathya, its ESG+ framework to drive its sustainability and social impact measures. Through this framework, we are committing ourselves to action towards our short- and medium-term goals for 2030. We are looking at six pillars – environmental stewardship, social responsibility, excellence in governance through inclusivity, value change transformation, scalability in business and preserving heritage,” informs Chhatwal. On the environment front, all hotels will be single-use plastic-free, have on-site organic waste management systems and all of the waste water will be recycled / reused by 2030. “Also 100 per cent of all our hotels will be EarthCheck certified. At present, out of the 77 EarthCheck certified hotels, 57 hotels are Platinumcertified which is a global benchmark. Among other initiatives that will make large impact – 50 per cent of our energy will come from renewables and over 50 per cent of raw materials will be sourced locally. There will be 100 per cent adoption of supplier Code of Conduct by Tier I suppliers. Keeping in tune with the times, 50 per cent of hotel guest parking areas will be committed to EV charging stations. A hundred plus hotels now offer over 250 EV charging stations,” says Chhatwal. Taking the ethos of Jamsetji Tata who believed that “community is not just another stakeholder in the business but the very purpose of the existence of an enterprise” forward, IHCL has committed itself to skilling 100,000 youth who will be trained with relevant skillsets geared towards livelihoods. “We have partnered with 16 skilling centres across India including Jaipur, Gwalior, Rangajan, Bhubaneshwar and others,” he adds. F&B INNOVATIONS AND IMPACT ON BUSINESS GROWTH IHCL prides itself on its culinary history and in constantly leading and pioneering innovative dining concepts. With over 400 restaurants Sawai Man Mahal, Jaipur Vivanta Shillong Vivanta Ahmedabad

LEAD STORY 36 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com and bars in its F&B portfolio, food and beverage contributes a significant proportion of its revenues – over 40 per cent. “We have always been ahead of the F&B curve in offering some of the finest cuisines to our patrons. This has resulted in achieving an iconic status for many of our restaurants. For over a century, the Group has introduced many firsts, notable among which were Golden Dragon, Wasabi by Morimoto, Orient Express, Thai Pavilion and Shamiana, India’s first 24-hour coffee shop. Also hallmarks of traditional cuisines of India’s southern region like Southern Spice in Chennai, Karavalli in Bengaluru and Quilon in London. Amongst our popular restaurant brands that are now travelling across India as well as in international markets are Machan, Shamiana, House of Ming, Southern Spice, Varq among others,” shares Chhatwal. In the recent past IHCL has expanded its food and beverage landscape with alliances with international brands, partnerships and new concepts. 7Rivers in Bengaluru and now Goa is a tie-up with AB InBev, the world’s largest brewer. “In Goa, we offer the internationally acclaimed authentic Italian cuisine with Papermoon. While one of the two new concept restaurants, Loya at Taj Palace New Delhi made its debut last year, House of Nomad will be introduced in Goa soon,” he says. Apart from restaurants, hosting weddings, conferences and meetings is another segment which is a strong hold of IHCL. DIVERSITY AND INCLUSIVITY A significant pillar under Paathya is driving Diversity and Inclusion at IHCL. “We are looking at every action from the lens of what is gender progressive and measure every action for gender empowerment impact. Earlier this year, we had shared our goals to increase the representation of women in IHCL’s workforce to 25 per cent by 2025 and allocated specific goals for hiring at all Loya, Taj Palace, New Delhi Norbu The Montanna Dharamshala - IHCL SeleQtions THE HOSPITALITY SECTOR NEEDS TO CONTINUALLY PLOUGH BACK TO KEEP THE BALL ROLLING

PUNEET CHHATWAL 37 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com our new and existing hotels. Further to this, we have been working on a slew of initiatives, campaigns, programs, and career advancement opportunities to promote a culture of inclusion and make a meaningful difference in our D&I efforts. There will be 25 per cent representation of women in the boards,” says Chhatwal. He adds that there are many initiatives underway to enhance hiring, retention and development programmes to help improve representation of women employees across levels. “Through the DIWA programme which is a frontline operational one, new hotel openings are encouraging women talent to join the workforce. Going forward, we are exploring second career initiatives for women returning to work after a break in career,” he avers. Whilst IHCL’s focus is on gender diversity, it is imperative the Group pays attention to include people with disabilities at its hotels. “To this end, we have collaborated with Tata Power in the PayAutention initiative to support Neurodiverse talent in the Autism Spectrum Disorder,” shares Chhatwal. NEED FOR POLICY REFORMS Tourism is seen as a major driving force for any economy, the world over. With the sector rebounding and Indian companies reporting positive earnings this fiscal, the sector is poised to potentially grow three times compared to the pre-pandemic levels to touch US$ 600 billion by 2030 and further accelerate to reach US$ 1 trillion by 2047. “Making the US$ 1 trillion dream a reality, the travel and tourism industry is on a constant path of evolution, catering to rapidly changing consumer demands by creating several product options, elevating customer experiences and continuing to deliver innovative digital solutions. If this were to be supported with improved infrastructural reforms, it could make the travellers’ journey even more memorable and seamless. A capital-intensive industry, the hospitality sector needs to continually plough back to keep the ball rolling,” he says. Chhatwal opines that a good start will be according infrastructure status at the central level to the sector which will provide favourable impetus and boost to the industry, incorporating required incentives including regulatory ease, cheaper loans, tax concessions and contributing to a cycle of attracting more investments. “In addition, industry status at the state and Union Territories’ level and augmenting the infrastructure growth will have a much-needed positive impact. States like Maharashtra, Karnataka and Rajasthan have taken the lead and we look forward to more states following suit. Through collective action between industry stakeholders and government, we can undoubtedly shape an even more thriving future for the industry; one that can make a positive impact to the economy and society at large,” he concludes. n Baragarh Resort & Spa, Manali

NICHE BRAND 38 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com BY BULBUL DHAWAN THE DEMAND FOR EXCLUSIVE AND ULTRAIMMERSIVE BOUTIQUE HOTELS WILL ONLY GROW, SAYS AKANKSHA LAMBA, CO-FOUNDER AND SENIOR VICE PRESIDENT OPERATIONS, THE POSTCARD HOTEL THE OLD WAY TO HOLIDAY NOW, HERE is a collection of intimate luxury hotels where the travellers get to choose as to when they want to check-in, have the complimentary breakfast at their chosen time and check-out. “At The Postcard, we understand the value of time and want our guests to pace their holiday as the day takes them. They have the luxury to choose and are not dictated by any rules. We also believe in clean and pure which is reflected across the design, the layout and all product offerings within the hotel – right down to the food and drinks. Even our menus are carefully curated sourcing fresh, organic and local ingredients,” shares Akanksha Lamba, Co-Founder and Senior Vice President Operations, The Postcard Hotel, adding, “Our audience is the traveller who is aspiring for new trails and likes to experience the riches of the region, be it spiritual, cultural, historic or adventurous. Magic for them lies in the memories that are created. At The Postcard Hotel, every experience allows you to feel moments and makes you want to slow down, harking back to a simpler time and the joy of ‘the old way to holiday’.” ROLE OF BOUTIQUE PROPERTIES IN INDIA Boutique hotels have always been exclusive, fashionable and luxurious. “Hotels that engage all your senses and elevate your The Postcard Hideaway, Netravali, Goa

THE POSTCARD HOTEL 39 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com demand for such exclusive and ultra-immersive boutique hotels will only grow. Unlike large inventory hotels, boutique properties will keep up to be synonymous with intimate and exclusive experiences, offering a story to travellers and encouraging them to forge a relationship with both their surroundings and themselves,” feels Lamba. TRENDS TO RULE INDIAN BOUTIQUE HOTELS IN 2023 “We see three emerging trends in the boutique hotel space in India. First, in 2023, travellers will continue to pick small, ultraimmersive and experiential hotels over large hotels where they stay experience beyond the ordinary as you immerse in the hotel product. The Postcard Hotel brings together a collection of boutique properties which allows the leisure traveller to experience bespoke hospitality, integrating local culture and history of untapped picturesque destination,” she says. While boutique was big in some popular holiday destinations across the world, the appreciation was slow to come to India, perhaps due to the lack of true boutique hotels in the country. “The pandemic further accelerated this as it led the luxury Indian traveller to look within the country, and, in turn, demanding luxury hotels in leisure destinations. The THE POSTCARD HOTEL ALLOWS LEISURE TRAVELLERS TO EXPERIENCE BESPOKE HOSPITALITY, INTEGRATING LOCAL CULTURE AND HISTORY OF UNTAPPED PICTURESQUE DESTINATION The Postcard Dewa, Thimphu

NICHE BRAND 40 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com are just another room number. In other words, they will choose boutique hotels. This was clearly evident in our occupancies of the third quarter which saw a hundred percent increase from the previous year, especially in Goa, where luxury consumers chose us over other existing larger inventory hotels,” says the Senior Vice President Operations, The Postcard Hotel. Second, she adds, is that people will continue to rediscover and appreciate India like never before. “While the pandemic led the luxury traveller to holiday in the country, the destination and possibilities this has unveiled has created a clear segment. Our newest hotel, The Postcard on the Arabian Sea, just off the scenic Maravanthe Coast, has exceeded expectations by being sold out in its first month of operation, resonating that if resorts come up in great and undiscovered destinations, travellers will follow,” she opines, adding that the third trend is Northeastern India being explored in a significant way. “A constant feedback from a few of our guests is lack of luxury hotels in the region and their desire to explore it. We believe the best way to experience the Northeast’s riches is through an itinerary that spans the region and is staged in multiple boutique properties, emphasising a meaningful and indulgent experience for travellers. Soon to open, The Postcard in the Durrung Tea Estate, will be our first property in India’s Northeast set amidst 1,400 acres of lush tea gardens in Assam. We will continue to build on an itinerary through experiences in our boutique hotels dotted across the region,” she says. THE MAKING OF A NEW POSTCARD HOTEL Each hotel at The Postcard is conceptualised to provide a true sense of the neighbourhood and the destination. “The journey begins with handpicking the ideal holiday destination with an extensive preliminary research, tapping into undiscovered locations in the mountains, by the ocean, around prevalent wildlife sanctuaries or even places with historic or religious significance. We collaborate closely with some of the world’s leading architects to design and curate every aspect of the guest experience at the resort. The design brief given to the architects and the design team revolves around building a product that is true to the destination, allowing guests to feel every aspect of the region authentically,” informs Lamba. The hotel teams at The Postcard Hotel are carefully handpicked individuals who are extensively trained in The Postcard way. “We are always sure to include people from local community for authenticity in the guest experience, in turn also positively contributing towards their benefit. We put in deep research and analysis into the regional offerings to bring together EACH POSTCARD HOTEL IS CONCEPTUALISED TO PROVIDE A TRUE SENSE OF THE NEIGHBOURHOOD AND THE DESTINATION The Postcard Mandalay Hall The Postcard Gir Wildlife Sanctuary, Gujarat

wholesome experiences for our guests without compromising on their luxury or comforts,” she says. LUXURY AND SUSTAINABILITY: TOGETHER OR … Sustainability is the new luxury, opines Lamba. “At The Postcard, we are mindful of our choices and place significant importance on uniting with a destination, its culture, traditions and history. We naturally practice and integrate sustainability and believe that not only can it go hand-in-hand with luxury but can enrich the guest experience in a lot of ways. As a luxury hospitality brand, our initiative remains to collectively reduce our carbon footprint while also looking for new approaches to enhance the quality of the guest experience. Keeping that in mind, the guest amenities in our guest rooms include bamboo toothbrushes and combs, glass water bottles, organic cotton tote bags and metal or bamboo products as a replacement for single-use plastic. We extensively use local materials and techniques while building our hotels, you will see blue pine wood at our hotel in Bhutan and cuddapah, laterite, lime plaster and bamboo at our hotels in Goa,” she avers. Furthermore, The Postcard Hotel believe that sustainability can largely contribute towards giving a wholesome experience. “Take the walls of each guest room at The Postcard Dewa, Thimphu, for instance, intricately hand painted by a local artist - an exhibition of the artists’ lived experiences showcased through murals, depicting the people, society and traditions of Bhutan. The integration with the local community allows the resort to bring cultural authenticity while also contributing hugely towards positive and holistic growth,” she concludes. n THE POSTCARD HOTEL Room at The Postcard on the Arabian Sea FOR YOUR GUESTS I N D I A | M A L D I V E S | M A L AY S I A Technological Solutions for the Hospitality Industry O V E R 1 4 0 0 H O T E L S , 1 1 0 , 0 0 0 R O O M S ENJOY THE UNFAILING SERVICE OF WYNTRONIX IN-ROOM SAFES HOTEL TELEPHONES GUESTROOM ACCESSORIES ELECTRONIC LOCKS ECO FRIENDLY MINIBAR LED LIGHTNING OUR BRANDS A M E N I T I E S WORLD CLASS WYNTRONIX INNOVATIONS PVT. LTD. MUMBAI-DELHI-BANGALORE-KOLKATA-CHENNAI [email protected] | www.wyntronix.com

NICHE BRAND 42 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com jüSTa Grand View Resort & Spa, Manali

JÜSTA HOTELS & RESORTS 43 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com BY BULBUL DHAWAN AT JÜSTA HOTELS & RESORTS, A DEEP-INSTILLED ETHIC OF PERSONAL SERVICE, ALONG WITH ART, MAKES ALL THE DIFFERENCE ALL ABOUT LUXURY THE LAST couple of years have reset the way the world works, without leaving much choice for people but to change and adapt. However, during this period, there has been one hospitality brand that found itself resetting the way it worked and willingly. “These have been resurrection years for us wherein we have completely reset, reimagined and reinvented our brand,” says Ashish Vohra, Founder & CEO, jüSTa Hotels & Resorts, which started as ‘The Residence’ in 2005 with a service apartment initiative but then decided to focus exclusively on offering luxury boutique resorts and retreats across India. As it began reinventing itself, the first luxury boutique it opened during the pandemic was jüSTa Mukteshwar Retreat & Spa in October 2020. Thereafter, between the second and the third wave of the pandemic, 10 luxury resorts and retreats saw the light of the day under a revenue sharing model, though the brand is open to all formats of business. Currently operating 20 hotels and resorts with 630 keys across eight states, jüSTa aims to be recognised as an

NICHE BRAND 44 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com inspirational Indian hospitality brand and to be international in every way, with an Indian identity. On what sets the brand apart, Vohra shares, “jüSTa in Sanskrit means ‘welcome’ and our aim is to provide a luxury experience comprising best-in-class modern amenities and personalised service to guests across all our properties.”At jüSTa hotels, this warm invitation of Indian hospitality meets international standards of luxury. The experience is further enhanced by well-known fashion designer Deepika Govind’s unique handcrafted design for each jüSTa property. SETTING ITSELF APART jüSTa is launching properties of enduring value using superior design and finishes, and the brand supports these properties with a deeply instilled ethic of personal service. This, Vohra believes, is what sets the company apart. “Art is another major differentiator for us. Unique art pieces are fully integrated into the jüSTa experience. All artworks at our hotels are original, signed and depicted as per the theme of the hotel. At present, almost 1,000 original artworks by emerging artists of India are displayed across jüSTa hotels,” says Vohra who comes with over 25 years of experience with The Oberoi Hotels & Resorts and is a specialist in the field of marketing, sales, strategy and finance. The brand is of the firm belief that everything comes to life through art. “Art is very fluid, dynamic and has a unique expression. It is always new and leads to a very personal discovery and thought process for each person who looks at it. Unfortunately, very few hotels use original artworks. When hotels use originals, they are appreciating human creativity and original thought process as well as creating a lively space for guests to enjoy. Rather than focussing on trends, it is important for hotels to select artworks that create a lively space and that seamlessly become a part of the entire design DNA of the hotel. Right from design and architecture to furniture, jüSTa Rasa Retreat & Spa, Rishikesh Ashish Vohra, Founder & CEO, jüSTa Hotels & Resorts

JÜSTA HOTELS & RESORTS 45 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com furnishings, flooring and artwork, everything should complement and make each other stand out,” avers Vohra. CHANGING LANDSCAPE The focus of jüSTa Hotels & Resorts, lately, has been on opening resorts. Now, with leisure tourism gaining momentum and leading hospitality chains coming up with resorts more rapidly than ever in India, the boutique properties could get affected. On this, Vohra says, “If you take the example of Europe, even though all the big brands are present there, many people still choose unique and interesting boutique properties and experiences. In city hotels, the scenario is different due to business travel but in a resort, it is more about comfort, personal preferences, location, budget, experiences being offered and many other criteria. Of course, brand name matters but if people get value for money and a great experience with a lesser known brand, they are quite receptive to the idea of giving it a try.” BRINGING IN SUSTAINABILITY For any organisation, choosing sustainable practices has become very important. Without such practices, the environment, and by extension, the brands’ future, is likely to be in jeopardy. jüSTa, too, has a few sustainable measures that it follows. “We are not 100 per cent sustainable yet but are working towards bringing in sustainable solutions wherever possible. We use natural spring water instead of bottled water at most of our properties, a majority of the staff at our hotels are locals, we procure all ingredients locally and we encourage our guests to try local cuisines as well as cultural experiences. We are also working on replacing our disposable toiletries with more sustainable solutions and this will be done across the board within the next few months,” he shares. n JÜSTA HOTELS & RESORTS BELIEVES THAT EVERYTHING COMES TO LIFE THROUGH ART AS IT IS FLUID, DYNAMIC AND A UNIQUE EXPRESSION jüSTa Casa Frangipani, Assagao, Goa jüSTa Mukteshwar Spa & Resort, Mukteshwar jüSTa Sajjangarh Resort & Spa, Udaipur

COVER STORY 46 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com BY BULBUL DHAWAN INCREDIBLE INDIA CALLING INDIA, FOR centuries, has been a hub of tourism, with potential that has largely been unexplored, both by desi and international travellers. Across its length and breadth, the country has something unique to offer, be it languages, cultures, traditions or heritage. Equally as potent is its 140 crore population, each with a different story to tell. And bringing it all together is the tourism industry, one of the biggest contributors to the GDP and employment. According to World Travel and Tourism Council’s Economic Impact Report released in September 2022, travel and tourism sector’s contribution to India’s GDP was 5.8 per cent of the country’s GDP in 2021, growing 43.6 per cent over the 2020 figure and marking a strong recovery despite the nation having witnessed the devastating second wave of Covid19. The report also stated that between 2022 and 2032,

TRAVEL & TOURISM 47 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com the sector will generate 126 million additional jobs globally of which India will account for 20.4 per cent. Last year, the then NITI Aayog CEO and now the G20 Sherpa Amitabh Kant had said that tourism could drive job creation in India and therefore, ‘there is a need to focus the country’s energy on tourism and culture’. All these factors point towards a positive period in country’s tourism industry where the hospitality sector is growing as well with new hotels and resorts coming up in huge numbers across categories, be it metros or Tier I, II and III cities. From luxury to economy, the year 2022 witnessed major hospitality chains bring a diverse pipeline to life in India, showcasing their bullish views of the hospitality space. While Radisson Hotel Group launched a new India-exclusive brand with Park Inn and Suites by Radisson to expand its reach, IHG debuted with its voco brand in India. “India’s hospitality industry is well on its way to revolutionising how it operates and caters to the evolving demand of travellers. From upgrading marketing strategies to adopting the use of advanced technology and with increased expectations of modern-age travellers, hotels are leaving no stone unturned to provide personalised experience to guests. Today, consumer behaviour is trackable to an extent online and their services can be tailored even before their check-in, helping us decode and meet the demands of guest force which leads them to have value-driven experiences,” feels Zubin Saxena, Managing Director & Senior Area Vice President, South Asia at Radisson Hotel Group. THE YEAR 2022 WITNESSED MAJOR HOSPITALITY CHAINS BRING A DIVERSE PIPELINE TO LIFE IN INDIA Photo courtesy: AMADEUS

COVER STORY 48 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com Agrees Nikhil Sharma, Regional Director for Eurasia, Wyndham Hotels & Resorts. “The hospitality industry showed resilience and has strongly bounced back. In 2022, the industry witnessed positive demand and growth as leisure travel picked up well. With technological advancements and smart ways of operating, the hospitality industry has successfully adapted and evolved in the new dynamics and is set to meet future challenges and cater to new opportunities in 2023 and beyond,” he opines. With India holding the G20 Presidency, it is a neverbefore opportunity to showcase the nation’s tourism potential to the world, especially its innumerable hidden destinations – historical, architectural and those related to cuisine. And the ones the Government has been promoting lately – destinations related with spirituality, religion, wellness, films, sports and medicine as also enhancing the infrastructure in and around these locations and upgrading the connectivity facilities to these places. A case in point is the development of Kashi Vishwanath Corridor where a religious site has been converted into a project that benefits both visitors and investors. According to the Ministry of Tourism, as per the current understanding, India will hold almost 200 G20 meetings at 55 locations. In the run up to the Presidency, the Ministry had organised a National Conference of State Tourism Ministers in Dharamsala to discuss the issues faced by state tourism ministries while looking at tourism aspects related to the G20 meetings. During the meeting, Union Tourism Minister G Kishan Reddy said that while the pandemic had badly hit the tourism industry, the sector was on the cusp of change. “If India needs to achieve its immediate goal of a $5-trillion economy and the long-term aim of a developed nation, then tourism has a very important role to play. For this, we must follow PM Modi’s emphasis on working jointly across ministries and states. We need to work to promote tourism and the concept of Dekho Apna Desh,” he had observed. Saxena adds that the G20 Summit will open new growth avenues for the Indian travel and hospitality ecosystem while IT IS TIME TO WORK TO PROMOTE TOURISM AND THE CONCEPT OF DEKHO APNA DESH Photo courtesy: BRIJRAMA PALACE, VARANASI

TRAVEL & TOURISM 49 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com bolstering the demand for high-quality accommodation. “The country hosts over 200 meetings during this period. Hosting these will put a spotlight on several lesser-known tourism destinations and heritage sites in the country, bringing them to the forefront of the global tourism map. This will also add to the industry performance in FY23 in terms of occupancy, room rates, average room rates, and demand and supply which is expected to grow by a minimum of 15 per cent this year,” he says. The time is also opportune for the hospitality industry to venture into unexplored markets and tourism hotspots in the country. As the Government explores and enhances the tourism potential of India, hospitality brands have the chance to invest and develop offerings like never before. “Driven by pent-up demand, 2023 will continue to witness growth in domestic travel. However, we also see a growth in international travel coming to discover the country. People are on the look out to explore new and untapped destinations as we enter a new year; staycations and workcations will continue to be in demand. With more disposable income, we observe a heightened curiosity about the country’s own travel spectrum. Our aim is to build strategic performance for all Accor India properties and curate bespoke experiences for our guests with key focus in creating value in the growth across all segments by encouraging positive work culture and people development,” shares Puneet Dhawan, Senior Vice President - Operations, India and South Asia, Accor. WITH TECHNOLOGICAL ADVANCEMENTS AND SMART WAYS OF OPERATING, THE HOSPITALITY INDUSTRY IS SET TO MEET FUTURE CHALLENGES IN 2023 & BEYOND NIKHIL SHARMA, Regional Director - Eurasia, Wyndham Hotels Photo courtesy: DELTIN ROYALE

COVER STORY 50 BWHOTELIER JANUARY-FEBRUARY 2023 www.bwhotelier.com While the Government seems bullish on the tourism sector and all its related aspects, there are several areas that are underperforming due to lack of support. Though the states of Maharashtra, Himachal Pradesh, Assam, Karnataka, Gujarat, Madhya Pradesh, Goa and Rajasthan have accorded industry status to tourism, the remaining states are yet to move ahead to extend the benefits and incentives of the industry to tourism. Another important aspect is leveraging the opportunity when the right time comes. As India hosts the Men’s FIH Hockey World Cup and ICC Cricket World Cup this year, it should take cue from Qatar that hosted the 2022 FIFA World Cup last year and how it took a multi-pronged approach to promote and showcase the nation to the world. Qatar’s efficient advertising led to massive demand-supply gap in the accommodation for visitors and as a result, fans had to travel to UAE and Saudi Arabia to stay and travel from there to watch the matches. Thus, the sporting event gave a boost not only to its own hospitality industry, but those in nearby countries as well. OUR AIM IS TO BUILD STRATEGIC PERFORMANCE AND CURATE BESPOKE EXPERIENCES PUNEET DHAWAN, Senior VP - Ops, India & South Asia, Accor Photo courtesy: CGH EARTH BRUNTON BOATYARD