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4

A HOTELIER’S BIMONTHLY INSPIRATION - SMART HOTELS VOL. 07 ISSUE 04 JUL-AUG 2021

LEELA

REIMAGINED, REDESIGNED, RESET

INSIDE

VOL. 07 ISSUE 04 JULY-AUGUST 2021

COLUMN ANNURAG BATRA 08 LE MERIDIEN DHAKA 79
MY TAKE BHUVANESH KHANNA
CONCIERGE A HOTELIER’S HELP DESK 10 82
12 GUEST ANALYSIS 84
SUPPLY CHAIN
ENRICHING GUEST EXPERIENCES NAVEEN JAIN 88
STORY OF RADISSON HOTEL GROUP MANDEEP LAMBA 90
100 & HAPPENING: THE JOURNEY OF 24
EXCELLENCE CONTINUES GUESTALK 92
CONSTANTLY SETTING NEW BENCHMARKS FARHAT JAMAL 94
28 SABY FERNANDES 96
MEET THE COO
THE LEELA: REIMAGINED, 34 99
REDESIGNED, RESET F&B WORLD 102
COVER STORY SMART MANTRA FOOD FOR HEALTHY LIVING: CHEF DK
NICHE BRAND 104
MAYFAIR 38 ON A JOURNEY OF TRANSFORMATION:
RAAS DEV AMRITESH 108
114
OWNER’S PERSPECTIVE 44 SHE PLAYS WITH FIRE AND JUGGLES
HARSHAVARDHAN NEOTIA WITH BOTTLES: AMI SHROFF 124
JB SINGH 126
52
MEET THE GM 54 ARCHITECT & DESIGN
SHARAD PURI
SURAJ KUMAR JHA ABHISHEK MATHUR
KANIKA HASRAT PREM NATH
RICARDO D’LIMA 56
60 TRAVEL
BEYOND BORDERS GOA TOURISM
HYATT REGENCY KATHMANDU
64 PROPERTY REVIEW
68 THE LALIT SRINAGAR
70 RAFFLES UDAIPUR
73

ASSOCIATION
AWESOME
76 MEPA

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6

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COLUMN ANNURAG BATRA

SMART
TECH IS
THE BEST
SOLUTION

Famous American entrepreneur and web developer Matt Suraj Kumar Jha and Kanika Hasrat under our Meet The GM
Mullenweg once said, “Technology is best when it brings people column. The Tourism Secretary of Goa Ashok Kumar shares the
together.” Something similar happened when technology plans to form the Goa Tourism Board and the implementation
served as the medium to get people together once again after of various programmes and initiatives to bring tourism back to
the two waves of the pandemic almost resulted in one human the state.
distancing himself from the other for the fear of life. Only this
time, it was in possibly one of the worst hit sectors: hospitality, The President of Indian Culinary Forum and veteran chef
travel and tourism and F&B. But with the implementation of DK advises us on the foods important for healthy living in the
smart tech solutions, the industry is now staging a comeback F&B section and country’s first woman flair bartender Ami Shroff
and slowly returning to normalcy. As a veteran hotelier recently shares how she managed to carve a niche for herself in the
said: “The pandemic has been a key player in speeding up male-dominated industry. We travel to the neighbouring nations
technological advancements.” of Nepal and Bangladesh to take a look on how the hospitality
industry is faring there. This is not all. We travel to two hotel
This prompted us, at BW HOTELIER, to take a closer look properties, The Lalit in Srinagar overlooking the picturesque
at the subject and get in touch with people from the hospitality Dal Lake and the first Raffles property in the country at Udaipur
industry to help us understand better on how the pandemic in the middle of Udai Sagar Lake.
forced quick adoption of technology to ensure the hotels once
again brim with life. For our Cover Story, we got talking to top Not to forget, the icons of hoteliering in India – Radisson
hoteliers to know how technology has and is changing the face Hotel Group Managing Director and Vice President – Operations
of hospitality in present times, the technological innovations South Asia Zubin Saxena who talks about strengthening the
introduced at their hotels and how the pandemic has resulted Group’s presence in new destinations, industry veteran KB
in speeding up technological advancements. Kachru who shares the story behind establishing the Radisson
Hotel Group and The Leela Palaces, Hotels and Resorts’ Chief
While the achievements of unique brands like RAAS Operating Officer Anuraag Bhatnagar who says the Group
and Mayfair are highlighted under the Niche Brand column stands committed to curating authentic luxury experiences for
in this edition, veteran architect Prem Nath and new-gen its guests.
architect Abhishek Mathur share views on how visual appeal
and sustainability is must for a ‘smart hotel’ and how the term Keep Reading!
seems to be synonymous with the rise of the IoT innovations in
the hospitality industry. [email protected];
@anuragbatrayo
We also get up close and personal with Sharad Puri,

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8

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Enhanced Online Reputation and Guest Satisfaction business. Thanks to cloud PMS
A 360-degree Comprehensive Multi Property Management Platform that Hotelogix provides, we are
Deep Operational and Compliance Support now always informed about the
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Customers across 100 countries matter where we are.
Centralized guest history across your properties
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TO KNOW MORE +91 9972758383 [email protected]
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MY TAKE

GO, GET
SMART

BY BHUVANESH KHANNA

THAT OUR world was going smart could be gauged from how, And technology is the harbinger, the chassis that will let
not too long ago, our next generation had turned tech-savvy every business ride on its thread across all domains. Not just
and not just the occasional WhatsApp videos of Tim Cook, architecture, design, projects, development, IT and engineers
Sundar Pichai and Elon Musk or the smart apps that inundate have a role to play, each functional head and their team has to
our mobiles. Each time we, as parents, would get stuck with be aware, alive to, educated and be hands-on.
any technology we leaned on our kids to get us through. Our
common refrain has been, we never had all this and our kids In this issue, we have not just tried to get across
were born into technology. Okay, take this; now you have no the message, but we have also tried to figure out where
choice, go ahead, pick it and learn it. In short: Go Get Smart. we are on this SMART journey. Having our team travel to a
few destinations, one feels encouraged with paces taken by
While tech was a luxury or for some, a gimmick, what our industry and the awareness across functions in any unit
the pandemic has done is, it has turned the tables on us all in vertically and horizontally. This buy in and action mode is so
the manner of: take it, do it or vanish, you are a relic from the reassuring. Take for instance vaccination; majority of locations
past with no value today and most certainly not in the future. are vaccine-compliant where almost all of their employees
have taken both the shots. All departments are geared,
And who knows this better than hotels and airlines or for trained, ready and used to the ‘smart’ drill routine and guests
that matter any industry and business that has critical touch- note the change and go assured indulging, but they too know
points where they have to engage with numerous discerning the limits. How far and no further.
guests and customers. And mind you, the demanding
international traveller hasn’t started to arrive as yet, not that Smart Hotels is about making new smart hotels and
our desi guest is any less discerning. remodelling existing hotels to become smart. The un-smart era
is passé and over.
Let us take hospitality as a case in point here, going
Smart is no more a matter of choice, it is about doing it or Indian hospitality and F&B have tested waters in real
be counted dead. Guests will not touch you with a barged time, the travel and tourism industry is ready to bring in the big
pole if you fall short on any deliverable which are now basic dollar spending international traveller to savour our Incredible
hygiene, be it a touch-less check-in, baggage handling, India.
rooms, fine dining, in room dining, housekeeping, butler/
concierge service, security and all other facilities or for that Good going… your SMART effort is looking SMART.
matter people to people contact.
[email protected]

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10

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With PMS, POS and contactless guest-facing solutions, RMS is driving
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Get in touch with Vivek Gangishetty - Head of Sales - on +91 8884 803804 or
[email protected] to learn how RMS can help better your business today.

rmscloud.com

CONCIERGE

CONCIERGE

VOL. 7 ISSUE 4 JUL-AUG 2021 A HOTELIER’S HELP DESK

CREATING “AT INTERFACE
PERFECT HOSPITALITY, WE
FLOORS UNDERSTAND HOW
FOR A GREAT PRODUCT
UNIQUE CAN MAKE AN
LUXURY EXPERIENCE MORE
BRANDS ENJOYABLE, SO
PEOPLE STAY
LONGER, RETURN,
AND RECOMMEND
TO OTHERS”

Agradeep Mondal,
Managing Director,
Interfaceflor India Pvt Ltd

BY BWH BUREAU silient flooring, including luxury vinyl tile ty and cultural understanding which has
(LVT) and nora® rubber flooring. allowed Interface, Inc. to earn the trust
IT WAS back in 1973 that Ray Ander- of hospitality customers worldwide.
son saw a carpet tile in Europe and To offer customers the same
recognised its true potential in mod- high-quality products nearly anywhere In India, Interface has been
ern offices. He introduced the concept in the world, Interface, Inc. has seven present for almost two decades, and
to America and started a commercial manufacturing facilities strategically leading the modular carpet flooring
flooring revolution that spread around placed in key locations across the globe segment. Its Bengaluru-based large
the world. Close to five decades later, and to support their deep commitment warehouse caters to tight delivery
Interface, Inc. has become a leading to an exceptional customer service ex- schedules of customers and an inhouse
global flooring company that specialis- perience are local teams in 40 show- concept studio that delivers the most
es in carbon neutral carpet tile and re- rooms, across six continents, fluent in inspiring designs.
over 40 languages. It is this accessibili-
Interface, Inc. also has strong

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12

CONCIERGE

presence in the hospitality sector sustainable, replaceable and seam- gration of our LVT and carpet without
wherein they work closely with custom- less,” says Agradeep Mondal, Manag- any transition strips also allows for a
ers and consultants to create a cohe- ing Director, Interfaceflor India Pvt Ltd. much more delightful experience. Our
sive, vibrant and engaging experience modular carpet helps reduce the irrita-
for the hotels and its guests. More im- The Concept Design team at tion of poor acoustics. And then there
portantly, no two hospitality projects at Interface, Inc., shares Mondal, sup- are endless patterns, colours, textures
Interface, Inc., are alike – every space ports architects and designers in find- and flexibility. Interface modularity
has its own challenges that must be ad- ing beautiful, flooring solutions to help makes it possible to design your per-
dressed in order to create truly beauti- achieve their project requirements with- fect space.”
ful design. However, creative floor de- in their allocated budget. “Our team
signs can be an impactful way to bring from all over the world has a diverse As the guests at full-service ho-
a design vision to life. design DNA. They know how to com- tels have high expectations and want
bine beauty with functionality and can everything special, from the look and
“At Interface Hospitality, we un- help you translate your vision into stun- feel of their rooms to the level of ser-
derstand how a great product can make ning floor designs,” he puts in. vice they experience, Interface, Inc.
an experience more enjoyable, so peo- has created Luxcierge (Concierge +
ple stay longer, return, and recommend Talking about how different the Luxury). “It is our latest service for de-
to others. Our flooring helps guests feel products at Interface are, Inc. vis-à-vis veloping fully custom products. We’ve
good and connect to the brand. We their competitors especially in the hos- elevated not just the aesthetics of our
also know a great product can make all pitality sector, Mondal says, “We have product offering but the experience as
the difference in running a successful optimised the flooring solutions for the well. Our collaborative designer to de-
business. That’s why we continue to pi- guest rooms in a way which not only signer approach means we work hand-
oneer a system of thinking that delivers reduce wastage of material but also in-hand with the hotel team to create
superior flooring from LVT to carpets impacts the carbon footprint of luxu- the perfect floor for your unique brand
– all designed to be interchangeable, ry space without compromising on the of luxury,” explains Mondal.n
guest experience. The seamless inte-

BWHOTELIER JULY-AUGUST 2021 www.bwhotelier.com

13

CONCIERGE

INTEGRATING
INNOVATION
AND ADVANCED
TECHNOLOGY

BY BWH BUREAU

IT WAS in 1986 that Century Plyboards Executive Director, CenturyPly. “AT CENTURYPLY,
(India) Ltd, the first ISO 9002 company As inventory carrying cost is one WE WORK IN A
in India for plywood and veneer, start- COLLABORATIVE WAY
ed its operations. As the pioneers in of the biggest parameters in any busi- FROM THE BEGINNING
Borer Proof Plywood and Boiling Wa- ness and turnaround time is equally im- OF THE PROJECTS”
ter Resistant (BWR) Decorative Veneers portant, CenturyPly has a robust sup-
and Laminates in India, the company ply chain process backed with 29 own Keshav Bhajanka,
has successfully created a niche in the warehouses across India. “Hence, we Executive Director, CenturyPly
highly competitive lifestyle segment. not only ensure that the right material
is delivered at the right time but also vation in product line. We have devel-
CenturyPly integrates innova- carry inventory on consumer’s behalf,” oped industry first firewall technology
tion and advanced technology while it shares CenturyPly Executive Director. which is best prepared to fight against
comes to catering to consumers with self-disintegration due to fire and to
right solutions. Post outbreak of the Talking about the new offerings contain the spread of fire and smoke
Covid-19 pandemic, CenturyPly intro- in store, Bhajanka says, “CenturyPly is generation. This helps in rescue oper-
duced Virokill technology in its product constantly striving to bring more inno- ations, allowing time for consumers to
line, which kills 99.99 per cent virus save own and loved ones’ lives or call
and is tested and certified under Antivi- for emergency help. We have recently
ral Efficacy Test as per ISO 21702:2019 launched Century Promise app which
international standard. The company, verifies authenticity of Century plywood
with manufacturing units in Kolkata, through QR-code scanning, aiming to
Chennai, Guwahati, Karnal, Kandla, save our consumers from getting ex-
Myanmar and Laos, has a pan-India ploited.”n
e-shop presence along with product
availability in Flipkart and Amazon.

“At CenturyPly, we work in a col-
laborative way from the beginning of the
projects. We ensure that the right prod-
uct material is used and specified on
application basis. Also, we take a con-
scious call to provide products aligned
with Green Building norms and help the
concern developer get LEED points.
Some of the hospitality projects with
which CenturyPly has been involved are
JW Marriott Bangalore, The Leela Ah-
medabad, Novotel Hyderabad and ITC
Kolkat,” informs Keshav Bhajanka,

BWHOTELIER JULY-AUGUST 2021 www.bwhotelier.com

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CONCIERGE

COST-EFFECTIVE
COMPLIANT COOKING
SOLUTIONS

“WE BELIEVE IN
EMPOWERING THE

FOOD SERVICE
BUSINESS OWNERS IN

ALL ASPECTS”

Vikram Goel, Managing Director,
RATIONAL International India Pvt Ltd

BY BWH BUREAU Managing Director, RATIONAL Interna- bespoke kitchen design ideas; from cu-
tional India Pvt Ltd. rating lip-smacking menu design to help-
FOUNDED IN 1973, RATIONAL is a Ger- ing customers prepare their recipes using
many based manufacturer of cooking Be it star hotels, quick-service technology-based cooking systems, our
systems used for hot food preparations in restaurants, casual restaurants or the team is always there to support.”
commercial kitchens. Pioneering in com- recently famous cloud kitchens, RATION-
bi-steamer technology, the company has AL’s cooking systems have always offered He adds that RATIONAL’s 24x7
moved the needle in setting a precedence cost-effective compliant cooking solu- ChefLine® assists users with cooking re-
in contemporary cooking practices. tions for bulk food preparations. Wheth- lated queries, information on new recipes
er the requirement is steaming, roasting, to be tried in the cooking systems, instruc-
Through the years, RATIONAL has grilling, or baking, these combi-steamers tions to use the system to its best, and
constantly kept focussing on identifying have been providing precise results as achieving predictable results. “Academy
the contemporary challenges and the expected by the chefs. RATIONAL offers training to the kitchen
possible requirements for a better future staff to help them get the most out of the
of the hospitality sector across all formats Talking about how RATIONAL prod- cooking system. Our dependable service
while aiding them to grow sustainably, be ucts are different from its competitors as network in India spread across metro cit-
compliant and carry out cost-effective far as the hospitality sector is concerned, ies, Tiers 1 and 2, and select Tier 3 cities,
operations. Testimony of this approach Goel says, “We believe in empowering offer unmatched service support to our
is the state-of-the-art combi-steamers. the foodservice business owners in all customers,” Goel puts in.
“These have been developed with immer- aspects, not just with our cooking sys-
sive inputs from not just our engineers tems but to be with them, assisting, The company recently unveiled
but by our team of physicists, food sci- throughout their pursuit to serve their its all-new upgraded cooking system
entists, experienced chefs and from our customers better. From helping with tips – iCombi Pro. Loaded with more intelli-
customers globally,” shares Vikram Goel, about the suitable format of kitchen as gence and features, it helps grill, roast,
per business requirement to suggesting bake, steam, stew, blanch or poach food,
all within a space of less than about 1m².
“It even helps in reducing the workloads
exactly the way kitchen teams need: it
cooks quickly, is easy to use, delivers
food quality as specified, and even saves
time, money and energy in the process,”
says Goel.n

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CONCIERGE

HELPING Restaurant POS Solutions which stream- itself to stringent development and se-
HOTELIERS line operations across the hotel. “One curity testing; in late 2020, application
MANAGE can design his own tech stack with RMS penetration testing was completed with
OPERATIONS Cloud’s interface partnerships including no vulnerabilities noted.
SEAMLESSLY Boom-Barrier Management, IRD Auto-
mation, Revenue Automation, Access RMS also provides comprehensive
BY BWH BUREAU Controls, Business Intelligence and training programmes (both during the
many more,” he shares. implementation phase and thereafter),
RMS CLOUD is a Global Portfolio Man- change management philosophy, and
agement Services Company working INVOLVEMENT IN HOSPITALITY ongoing customer engagement.
with over 6,500 hotels, resorts and SECTOR
campgrounds worldwide. The company, RMS provides advanced Cloud-based On the offerings in store for future,
market leaders for over 30 years, has in- solutions that reduce complexity and Ferris puts in, “Seamless guest commu-
dustry knowledge and experience to de- costs, and deliver a fully functioning en- nications with two-way email to instant-
liver best practices and customised solu- terprise that allows smart hoteliers to ly see all the conversations with your
tions based on hoteliers’ needs across optimise their business practices, poli- guests, safe and contactless check-ins
the world. In fact, RMS Cloud is the first without the need to invest in a kiosk –
Cloud-based PMS platform to have in- cies, and rules and enjoy growth through all driven by a guest’s smart device and
built native distribution capabilities to their partnership with the brand.
manage over 100 of the world’s biggest “BY USING FULLY
and best GDS and OTAs. This offers the RMS enterprise databases are CLOUD-BASED
ease of all global bookings managed di- multi-property at their core and specially SOLUTIONS LIKE
rectly through a single application. designed to manage customer profiles, RMS CLOUD,
corporate groups, distribution settings, HOTELIERS ARE
RMS Cloud is a fully integrated ABLE TO REDUCE
Cloud-based Hotel Management System and user access set- REDUNDANT IT
which helps hoteliers seamlessly manage tings on a group basis. INFRASTRUCTURE
operations, reservations, revenue man- It provides full range of EXPENDITURE BY MORE
agement, online booking engine, restau- business competencies THAN 50 PER CENT”
rant POS system, loyalty and rewards from product develop-
programmes, EDMs and guest engage- ment, technical sup- Peter Ferris, Chief Sales Officer,
ment GDS, OTA, distribution manage- port, customer care, Global Sales, RMS Cloud
ment and central reservations. “By using and account manage-
a fully Cloud-based solution like RMS ment. RMS subjects customised to each property, live chat
Cloud, hoteliers are able to reduce re- with the guests via the guest portal along
dundant IT infrastructure expenditure by with integrations to market leading Artifi-
more than 50 per cent,” cial Intelligence Chatbot, Book Me Bob.
says Peter Ferris, Chief
Sales Officer, Global Upgrades and Upsell functionality
Sales, RMS Cloud. via the guest portal which unlocks hidden
revenue opportunities, payment plans to
He adds that the allow customers to “pay off” their holiday
organisation is one of accommodation over time, self-service
the few Cloud-based interactive maps tool allowing hoteliers
PMS providers that of- to create visual maps for staff use and
fers integrations with customer facing booking interaction and
expansion of staff portal app to cover
maintenance, food and beverage and
concierge features are in store.”n

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FOR A SEAMLESS EXPERIENCE

BY BWH BUREAU

THE HOSPITALITY sector, like every other demic in mind. Large banquet halls too
sector, has specific needs which require now have options to have various func-
specially designed products for a seam- tions taking place in the same area with
less experience. We all know that a ho- the help of Movable Acoustic Partition
tel comprises restaurants, guest rooms, System. They help in better utilisation of
banquet halls and waiting halls among space and increase the productivity of
other facilities and products and that the the same,” adds Aggarwal.
designs should be such that there is a
perefct confluence of appeal and func- On Ozone products different from
tionality. Not to forget the durability and their competitors in the hospitality sec-
aesthetic factors that are a must in the tor, he says, “One of the major differenc-
hospitality sector. All this and much more es in the comprehensive range of prod-
is offered by Ozone Overseas. ucts available at Ozone that it truly is a
one-stop-solution. It has the full band-
The organisation makes things width to handle the vast needs of archi-
easier for the hotels by customising dif- tectural hardware and security solutions.
ferent products and making them more With multiple verticals, it covers a huge
effective and convenient to use with the range of products and makes it easy for
theme of the space. Having ventured into the consumers as various solutions are
high-quality products like door locks, all available under one roof.”

“WE ARE CONTINUOUSLY As for the new offerings in store
for the next year, says Aggarwal, “With
INNOVATING AND the increasing love for colours, one of
the major offers is the expansion of the
INTRODUCING NEW range of products and hardware solu-
tions in different colours that match the
PRODUCTS IN THE MARKET” aesthetics and designs of the space. This
will no longer be limited to a small range
Alok Aggarwal, Managing Director, Ozone Overseas of products but would bifurcate into all
the different SBUs to create a more di-
glass fittings, automatic doors, electron- concealed door closers and a vast range verse portfolio for the consumers.”n
ic safes, bus shelters and more in 1999, of shower cubicles help in elevating the
Ozone Overseas aims to align its prod- joy of the stay. Another product which
ucts with trust and quality, in India and attracts the consumers, informs Aggar-
around the world. wal, is Airdrive Automatic Sliding Door
System, the world’s slimmest yet pow-
“To achieve this and more, we are erful operator adding to the aesthetics of
continuously innovating and introduc- the hotel. The high-quality material and
ing new products. Digital locks’ range, nearby service centres add to the dura-
HANA demountable partition systems bility and serviceability of the products
and Colors by Ozone are among them,” under the portfolio of Ozone.
says Alok Aggarwal, Managing Director,
Ozone Overseas. The range of Ozone “Keeping up with the trends and
Overseas consists of products like re- technologies, the launch of products like
volving doors that eliminate use of ves- digital safes and locks as well as au-
tibules and airlock lobbies and reduces tomatic sliding door systems has been
required space to the smallest needs of successful as it focusses on the func-
rooms like wardrobe hardware, shower tions and provides appropriate solutions
cubicles and more. Many products like for safety and security, keeping the pan-

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PAVING THE WAY FOR experience. From relaxing to invigorating
SUSTAINABLE LIVING or simply to get clean – TOTO has the
right shower for everyone. TOTO technol-
BY BWH BUREAU ogies such as Aerial Shower, Aerial Pulse,
Active Wave, Comfort Wave Gyrostream,
TOTO, THE world’s leading bathroom and “PRODUCTS WITH Warm Spa, Heat Protect & Safety Thermo
sanitaryware manufacturer, is also one TECHNOLOGIES HELP provide comfort and extraordinary shower
of the most trusted suppliers to leading experiences while utilising water carefully.
chain of hotels in India and across the IN REDUCING THE
globe serving their ultra-luxury, luxury to CONSUMPTION OF Bathtubs: TOTO range of bathtubs
premium properties and facilities. TOTO’s WATER FOR OUR DAILY provide a luxurious place for meditation
products combine design essentials with NEEDS, GIVING USERS and relaxation. Flotation Tub is born from
cleanliness, eco-friendliness, efficiency THE DESIRED LEVEL the “scientific study of bathing”. Technol-
and relaxing experience, expected of a OF COMFORT AND ogies such as Hydro Hands massage your
bathroom and sanitaryware product. muscles, Neck Bath relaxes your back,
SATISFACTION” Air Jet function sends out the fluctuating
Talking about hygiene, comfort and streams of air bubbles from below envel-
sustainability, Yohei Kokubu, Sales Unit Yohei Kokubu, Sales Unit Head, oping the body with a soothing sensation
Head, TOTO India Industries Pvt Ltd, TOTO India Industries Pvt Ltd and the LED Lighting at the outer perim-
says, “TOTO products not only amplify the eter of the tub’s base creates soothing,
look and feel of the bathrooms but remain clean. Washbasins are made with special ambient lighting effects. It features varia-
clean even after prolonged use on the hy- Linearceram material that adds to the fi- ble pillow positions for stability to ensure
gienic front. When it comes to comfort, nesse and durability even at a thickness the bath can be enjoyed by all.
TOTO is instrumental in developing an as low as four mm. It is possible to use
ergonomically designed high-quality line- microfibre cloths to clean TOTO washba- Faucets: Majority of the faucets
up of sanitaryware that places comfort at sins without leaving any scratches range comes with eco-friendly features
precedence and all TOTO products come like Eco Cap which reduces waterflow
with significant water and energy saving Showers: Maximum comfort with from an average of 1.5 L/min to a maxi-
features that pave the way for sustainable minimum water consumption. Equipped mum flow of 1.3 L/min, and Soft Flow a
living.” with sophisticated technologies, these waterflow technology that adjusts water-
fittings bring a transformative cleansing flow disturbance to provide a beautifully
Kokubu shares a broad overview of transparent stream, a soft feel, and water
products: savings. Touchless Faucets are addition-
ally equipped with Eco Power technology
WASHLET™: The Electrical toilet which uses the power from waterflow to
seat with Bidet is TOTO’s signature prod- generate and accumulate electric power
uct that offers a paramount level of hy- for efficient sensor operation and needs
giene and cleanliness. Rimless Design in no additional power or installation.
combination with Cefiontect, Tornado Fl-
lush and EWater + Technology, leaves no “At TOTO, a lot of focus is given on
place for waste and germs to hide, makes giving customers consistent experience
it much easier to clean and saves water every time, they use a TOTO product.
with lesser flush volume (flush volume of With demand for technology driven bath-
around four litres). It has numerous tech- room spaces, consumers are also looking
nological features which add to comfort at designs-aesthetics, quality, functionali-
such as Heated Seat, Auto Flush, ergo- ty and sustainability that makes the bath-
nomic design, user preference settings room and sanitation spaces more dynam-
etc. ic and consumer-driven,” says Kokubu,
adding that all TOTO products are de-
Washbasins: TOTO ceramic signed to facilitate these changing needs.
washbasins feature the Cefiontect and “Products with technologies help in re-
Clean Matte surface, which makes them ducing the consumption of the water for
especially smooth, hygienic, and easy to our daily needs giving users the desired
level of comfort & satisfaction. And that
precisely is TOTO’s USP,” he puts in.n

BWHOTELIER JULY-AUGUST 2021 www.bwhotelier.com

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CONCIERGE

NEXT-GEN CAPABILITIES
BY HOTELOGIX

BY BWH BUREAU Channel Manager, Revenue Manager, Web “HOTELOGIX IS THE
Booking Engine and Mobile App. While the LARGEST AND THE
FOUNDED IN 2008 with a vision to em- Channel Manager works towards manag- ONLY ENTERPRISE-
power hotels across the world with pow- ing a hotel’s prices, inventory and bookings GRADE MULTIPROPERTY
erful yet simple technologies, Hotelogix online, integrating with a network of travel HOTEL MANAGEMENT
offers software that comes with next-gen partners to increase reservations, the Rev- SYSTEM ON THE CLOUD
capabilities to help hoteliers automate and enue Manager tool benefits hotels by max- WITH THE EXPERIENCE
streamline operations as well as increase imising revenue through intelligent pricing OF SERVICING GLOBAL
revenue and improve overall efficiency. It strategies. The Web Booking Engine can
resolves issues like data security, finding be incorporated into a hotel’s own website MARKETS”
and retaining skilled labour, personalising or social media channels to gather direct
client experiences and excessive competi- bookings, without being dependent on ex- Aditya Sanghi,
tion in the industry. Its centralised control ternal channels, and as a bonus, saves ho- Co-founder and CEO, Hotelogix
mechanism organises the day-to-day func- tels from paying large amounts of commis-
tionality of hotel departments like front desk sion fee. The Mobile App is a pocket-size an market. Electronic Invoice (e-invoice) is
and housekeeping and makes administer- PMS, designed by keeping the needs of ho- an invoice that is issued, transmitted, re-
ing tasks intuitive and delegation of duties teliers in mind, who wish to handle activities ceived, processed and stored electronical-
hassle-free. at their hotels, but find it difficult to always ly using specific document formats. These
do so in person. The app gives such cus- are digital throughout the document life-
“Hotelogix’s offerings are a cut tomers an easy way to keep track of things, cycle, from issuance to archiving. Another
above the rest. We are the largest and the apart from being available as a trove of in- new addition is the Guest Service Module
only enterprise-grade multi-property ho- formation for immediate reference. which encompasses contactless manage-
tel management system on the Cloud with ment (pre-check-in, check-in, check-out,
the experience of servicing global markets “The company works with hotel man- post-check-out) and maintenance services.
including matured markets such as North agement students on a regular basis as they Given the increased importance of health
America and Europe. The company has al- shape the future of the industry to make and safety in the post-Covid world, these
ways taken an innovative approach to prob- them aware of the potential of a PMS soft- contactless services are a game-changer,
lem-solving which reflects its passion in ware in managing a hotel,” shares Sanghi. as more and more people have started eval-
creating technology that contributes heav- uating hospitality with the extent to which
ily to a hotelier’s life,” says Aditya Sanghi, In an exemplary move, Hotelogix hotels prioritise guest wellbeing.
Co-founder and CEO, Hotelogix. has recently incorporated e-invoice support
in its PMS for all subscribers in the Indi- Singapore-headquartered Hotelogix
The organisation integrates seam- has its subsidiaries in India and the US,
lessly with a host of allied services such as with an aggregate customer base spanning
100+ countries, powering 10,000+ hospi-
tality businesses ranging from hotels, hotel
groups and chains, large and enterprise re-
sorts, boutique hotels, hostels to apartho-
tels, campsites, villas, vacation rentals, in-
dependents, and domestic chains. n

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22

Shower-toilet SensoWash® Starck f.
Iconic design. Maximum comfort.

Duravit and Philippe Starck present SensoWash® Starck f, a new generation shower toilet for state-of-the-art, natural
toilet hygiene. Maximum comfort is guaranteed thanks to technical finishing touches such as a motion sensor for automatic
lidopening through to a wide range of setting options for seat heating, water spray and the controllable warm air dryer.
Combinable with all Duravit design series thanks to its uncompromisingly puristic design. For more information:
+91 79 66112300, [email protected] or www.duravit.in, for technical details visit: www.pro.duravit.in

SUPPLY CHAIN

ENRICHING GUEST
EXPERIENCES

T U R N I N G T EC H -SAV V Y, H OT E LS A R E
USING SMART SOLUTIONS & EQUIPMENT TO

WOW THEIR GUESTS

BY PRERNA LAMBA

WHILE THE pandemic has disrupted the entire value chain quite some time now,” shares Hitesh Patel, Co-founder,
of travel, tourism and hospitality industry, it has also given eZee Technosys, on the high expectations and quick service
these sectors an opportunity to revamp and be tech-savvy. demands of the customers.
The hotels live and die by the satisfaction of guest experience
and they have stepped up during the current crisis to meet Along with the recent launch of eZee Mint, a dynamic
the growing demand. pricing software, eZee is working closely with industry
leaders for integrations and partnerships. It is strengthening
Today, the next generation guest experience is more its existing associations with Yanolja, Agoda, Booking.
‘personal from a distance’ – the guests are concerned about com, Google, Expedia group, and Meituan, among others.
their health and safety but they also look for a personalised “Contactless Hotel Services, Website Builder Solution, and
experiential stay. While hotels are strictly adhering to the Hotel Revenue and Marketing Management Services are
new guidelines, they are innovating with the help of their some of the prominent innovations launched digitally amid
stakeholders who play a major role in providing these the pandemic. Together with our parent company, Yanolja,
technology driven solutions and services. Be it contactless we are working on our most awaited platform Y FLUX, which
check-in and check-out, in-room entertainment or bathroom is a completely automated hotel management solution,”
accessories and fixtures, technology is at the forefront in Patel adds. Y FLUX aims to revolutionise the way hotel
every department. The procurement teams of hotels are businesses will be conducted in the post-pandemic era.
using a strategic approach with vendors to survive and
revive in an efficient manner by adopting technologically eZee continues to refine its offerings with new features,
advanced and innovative products for smooth operations. upgrades and ease of use. “Alongside, we are revamping our
entire PMS product with the latest technology stack wherein
BW HOTELIER got in touch with leading suppliers who we are trying to provide the next level user experience
provide advanced products for the hospitality industry to and simple workflow with optimum speed. With new and
gain an insight into the role technology is playing in shaping enhanced products in the pipeline, we will not only open the
up Smart hotels. path towards a better customer experience but make our
products feasible for larger hotel segments,” shares Patel.
SMART SERVICES
“Smart and contactless hospitality is going to be the future Agreeing that the pandemic has boosted the use
of the industry. And we have been focussing on how to bring of technology, Amlan Ghose, Managing Director, Prologic
in the best and innovative solutions towards that end for First, says, “Contactless apps reassure guests/ diners
and are more aligned with how the new travellers wish to

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SUPPLY CHAIN

Photograph: Indiapicturebudget

interact for the services. Self-service increases efficiency systems as we believe that excellent training has a direct
of the hospitality business and reduces human errors correlation with delivering better guest experience. We
and manual effort. Consistent with these trends, we have have also released self-learning tools and conduct free
introduced apps for check-in and check-out in hotels and refresher trainings for our hotel customers on a regular
direct ordering in F&B establishments.” basis for the same purpose,” Sanghi adds.

Thanks to the Prologic First’s GoDirect app, a customer SMART PRODUCTS
can order food or ask for services without having to wait for an It is not just services but products too that should be
attendant. “Similarly, in a food court, you can order and pay smart and in sync with times so that the customers can
so that your time at the service counter is only to pick up your be pampered adequately.
food when it is ready. No waiting time. Similar queue-busting
and frictionless check-in and check-out is the outcome of Vinod Khatri, National Manager, Contract Sales,
using our contactless PMS feature,” puts in Ghose. Sealy India says that most guests check reviews and
feedbacks posted on various platforms before booking a
On similar lines, when Covid warranted hoteliers hotel. “Mattresses play an important role in the hospitality
to work with depleted staff, Hotelogix’s self-training industry as the prime requirement of people is comfort. A
tools came to their rescue. “Short and sporadic business good night ’s sle e p he lps re juv e na t e t he body, ” he s ays ,
Windows enabled them with dynamic pricing solutions and adding a right mattress is critical to enhance the overall
when a rapid change in guest behaviour demanded more experience.
contactless solutions and digital interactions, we enabled
hotels with a host of such solutions for their guests,” says The Product Group Head of System Air Conditioning
Aditya Sanghi, Co-founder & CEO, Hotelogix. Division at LG Electronics India Pvt Ltd Akhilesh Kumar
opines that every situation provides an opportunity to
Hotelogix, with its multi-property management improve or develop new products. “LG has developed Air
features, helps management companies have the control Purification Kit and Wifi Modem for Indoor Units and also
and tools to maximise performance of the member improved its Remote monitoring System known as TMS
properties. The company released multiple features to ( Tot a l Ma na ge me nt Sy st e m) ,” he sa y s.
enhance guest experience by enabling hoteliers with
contactless capabilities for any guest interactions, be Air Purification Kit not only improves the Air Quality
it bookings, check-ins or guest services. “We go a step Index up to PM 1.0 ie filtering dust particles of up to one
further in e n s u r in g th a t a h o t e l ’s st a ff i s we l l t r a ine d on our micron size, but also deodorises air and kills up to 99.9

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SUPPLY CHAIN

GAURAV MALHOTRA HITESH PATEL ADITYA SANGHI
Managing Director, Co-founder, Co-founder-CEO,

hansgrohe eZee Technosys Hotelogix

BATHROOM FACILITIES OR HANSGROHE’S INVENTIVE
IN-ROOM ENTERTAINMENT, DESIGNS & TECHNOLOGY
TECHNOLOGY IS ALWAYS AT
• Pulsify comes with three spray modes, including
THE FOREFRONT TODAY two PowderRain modes. It can be used depending
on your unique requirement: whether you want to
per cent bacteria and viruses. have a long, deep, soothing shower to relax or
LG Wifi modem for VRF Indoor Units can control get a powerful and robust shower experience to
start the day with a bang, Pulsify can do both
and monitor VRF Indoor Units by a smartphone or tablet modes efficiently.
anywhere across the globe using Internet, providing a
comfortable environment for an individual before reaching • Vivenis comes with an economical consumption
office or home. Air Quality Index of indoor units with air with a true-to-life waterfall-like invigorating shower
purification kit can also be accessed with these modems. experience. This faucet category is modern-age,
stylish, elegant and most importantly, sustainable,
“TMS has proven to be an effective tool as it making it the perfect choice for customers
continuously monitors the VRF system, providing real- wanting an all-in-one equipment.
time data. The system can be diagnosed before any failure
in air conditioning. It also reduces the downtime of the • Finoris is the right choice for modern-age
system and the number of visits required to troubleshoot people looking for simple, straightforward,

as it helps the service technician know the exact cause
of failure and the spare parts needed to address the
issue be fore he a c t ua lly ma ke s a v isit to the cus tom er’s
premises,” Kumar further informs.

Hydrokit System from LG is a unique product which
not only provides hot water for the guest rooms, kitchens or
other utilities free of cost but also improves the efficiency
of outdoor units thereby reducing power consumption.

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SUPPLY CHAIN

VINOD KHATRI AMLAN GHOSE AKHILESH KUMAR
National Manager Contact Sales, Managing Director, Product Group Head of System, AC

Sealy India Prologic First Division, LG Electronics India (P) Ltd

minimalistic equipment with high-quality and HOTELS ARE USING STRATEGIC
remarkable efficiency. The Finoris Flex Pull-Out APPROACH WITH VENDORS
Spray helps one do every day chores with
extraordinary ease. TO SURVIVE AND REVIVE IN AN
EFFICIENT MANNER
• The flexibility and all-rounder features of
RainDrain makes it the perfect match for all and guests can enjoy a relaxing shower with minimum surface
any shower system. It gets perfectly coordinated contact. The hansgrohe showers with PowderRain jet turn
with faucets and shower panels to offer a holistic water into a gentle mist, offering guests a relaxing shower,”
and systematic cleaning experience. says Gaurav Malhotra, Managing Director, hansgrohe.

• AXOR One is an elegant mix of modern technology “Select products also ensure that the guests
and sleek design. AXOR One Faucets are made have a clutter-free shower space to enjoy a seamless
keeping the comfort and convenience of the user shower coupled with intuitive switching between different
in mind – these have soft corners and balanced showering products and modes. Finally, we also have
proportions. CoolContact, an internal cooling mechanism that makes
sure that water regulators are safe to touch and thereby
• The AXOR Citterio collection comes with prevent accidental burning, making indulgent showering
geometric precision, is extraordinarily luxurious safe,” he puts in.n
and eccentric in style. In addition, it has an
expression of Italian neoclassical architecture that
gives a bathroom a modern yet classy look.

hansgrohe introduced cutting-edge innovations,
including hansgrohe Pulsify, Vivenis, Finoris and
WallStoris. The company has added new products like
drains (hansgrohe RainDrain) and wall niches (hansgrohe
XtraStoris) to its portfolio too. They have launched AXOR
One, AXOR Citterio and AXOR Circular accessories as
well.“We have a repertoire of state-of-the-art products
featuring marquee technologies. With our select products,

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STORY OF RHG

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ZUBIN SAXENA

100 & HAPPENING

THE JOURNEY OF
EXCELLENCE CONTINUES

STRENGTHENING PRESENCE IN NEW DESTINATIONS AND
ADDING CONSCIOUS EVOLUTION TOWARDS NEW DESIGN MINDSETS

ARE THE LATEST INNOVATIONS AT RADISSON HOTEL GROUP,
SAYS ZUBIN SAXENA, MANAGING DIRECTOR AND VICE PRESIDENT

OPERATIONS SOUTH ASIA

BY BHUVANESH KHANNA

“ONE HUNDRED operating hotels is a milestone that both to deliver astonishing results driven by a common mindset,
celebrates our legacy and heralds a new era of hospitality at excellence-driven approach and mutual respect. This team has
Radisson Hotel Group,” said an elated Zubin Saxena, Managing enabled a complete transformation of our business over the
Director and Vice President Operations South Asia, adding past years. They have been the unwavering pillars of strength in
that the Group is focussed on building a future-ready roadmap the worst times of uncertainty, and role models for professional
for the business to uplift its brand equity, transform operations achievements,” says Saxena.
and establish a culture of excellence. On September 21, with
the opening of Radisson Bhopal, the Radisson Hotel Group So, the Group took a sharp look at the role of its
achieved the historic milestone of 100 operating hotels in India. General Managers. “Our GMs in position today are best-in-
class professionals, with a focus on new guest expectations
Earlier, when Saxena had joined the Radisson Hotel and changing consumer trends. Our GM selection process is
Group, it was already a leading international hospitality player intensive and well-structured with less than 5 per cent of the
with a strong success story and a robust domestic network. The total applicants being hired. We added the roles of Cluster
key priority, at that point, was to “unlock economies of scale” Manager to harness top performing GMs, manage their career
and develop an excellence-driven mindset that would redefine aspirations and provide them enriched job content. Fifty per
Radisson Hotel Group’s business, brands and culture to make cent of our GM vacancies are filled through internal mobility,”
it a preferred choice for owners, guests and employees. The he shares.
direction was defined by the company’s global strategic plan,
but needed an excellence-driven mindset and a strong team The Radisson Hotel Group actively encourages and
to deliver it. nurtures new talent. Radisson Future Leaders programme, a
step in this direction, is designed to groom and develop young
The first area of priority was talent. At Radisson Hotel leaders out of dynamic hotel school graduates and offers cross
Group’s corporate office, a strong leadership team was built exposure training, corporate office exposure, participation
to support the new vision and roadmap for their repositioning. in the General Manager’s engagement workshops and pre-
“Our leadership team is the bedrock and flagbearer of the opening operations exposure. “We have recruited, trained, and
culture we want to foster. We actively encourage collaboration, placed about 20 graduates through this programme in the past
open and direct communication and engage in healthy debates. three years, which represents a selection rate of less than 0.1
This team of leaders, representing diverse experiences, varied per cent,” informs Saxena. With an estimated hotel opening
backgrounds, and unique perspectives, comes together rate of 15-16 hotels every year, the Group aims to add over

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STORY OF RHG

Clockwise from top left: Malhari, Radisson Resort and Spa, Lonavala; the entrance of Radisson Resort & Spa,
Lonavala; Radisson Blu Plaza Hotel, Banjara Hills, Hyderabad and Radisson Blu Plaza Hotel, Mysore

6,000 new jobs over the next three years. The Group plans to strengthen its presence in leisure
Another key focus area has been to redefine the brand destinations with the addition of six upper upscale resorts this
year: Radisson Blu Resort, Dharamshala; Radisson Blu Resort
portfolio. “We represent one of the most widely connected Visakhapatnam and Radisson Resort & Spa Lonavala opened
domestic networks in India today and are present within a four- recently while additions in Goa, Puducherry and Pahalgam are
five hour drive across the length and breadth of the country. to follow soon. Also, development of Tier 1 and 2 locations
This is a key strategic advantage. The Group has been growing and strategic trade centres remain important aspects of the
at an exceptional momentum with plans to open 15 new hotels Group’s growth strategy in India with hotels in Bhopal, Nashik,
in 2021 and more than 60 hotels in the next five years,” he says. Kufri, Sonamarg and Katra on the anvil.

In 2021, Radisson Hotel Group introduced two new Strategic choices for expansion of the flagship brand,
brands: Radisson Individuals, with the first hotel announced as Radisson Blu are being made with about 10 new hotels to be
Classic Grande Imphal, a member of Radisson Individuals and opened under this brand in Tier 1 and high visibility locations in
Radisson RED, to be announced soon with the first hotel as the next four-five years. Mid-segment focus, informs Saxena,
Radisson RED Chandigarh, Mohali. “With Radisson Individuals, will be driven through Radisson, Park Inn by Radisson and
the newest affiliation brand, the Group has been equipped with Country Inn by Radisson brands. “Nearly 60 per cent of our
speed to market. The brand will help us expand our portfolio development pipeline constitutes these brands over the next
and go into newer destinations and explore newer investor three years. Fifty per cent business conversion will come
relationships. Radisson RED will support our repositioning from Tier 2 and 3 cities further strengthening our domestic
efforts and usher in a new culture of unconventional, bold and network,” he says.
unique hospitality,” Saxena lets us know.

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ZUBIN SAXENA

30 PER CENT

The leadership team, Radisson Hotel Group

Operational excellence has been the underlying theme and hotels, identify hotels to champion clustering initiatives.
across all work and at the heart of business. A strategic “F&B contributes about 45 per cent to our business. We
framework to enhance operations was rolled out within six are making strategic changes to this segment to uplift our
months of Saxena’s taking over office. Significant progress, contribution and position our hotels as ‘social hubs’. Last year,
despite the challenges, has been since made. “The swift we launched traditional Indian sweets brand, Meetha, and we
implementation of operational blueprint – India Unification will expand it pan-India this year. The first outlet will open in
Plan – has worked strongly in our favour during the pandemic. Mumbai this year,” says Saxena. The Group recently forged
Under this business strategy, we leverage the strength of our an alliance with Massive Restaurants as a significant step
network to unlock economies of scale and deliver efficiencies towards strengthening F&B capabilities. The corporate tie up
across talent management, procurement, Food and Beverage with EazyDiner since 2020 also remains a key partnership to
(F&B), operations and commercial, driving value for owners enhance national reach and maintain guest loyalty.
in the form of reduced costs, higher returns and improved
efficiencies,” he adds. The commercial strategy at Radisson Hotel Group
has focussed around five key pillars: strengthening brand
Also implemented were the data tools to accelerate positioning; building platforms, systems and capabilities;
financial analysis and to provide key performance insights of enhancing guest experience; driving brand recall and business
the portfolio. The user-friendly tools effectively collected and recovery and developing business, customers and partnerships.
exported information of hotels from the monthly reports and “Our Cross Selling Incentive Programme (CSIP) constitutes
displayed it in an organised manner; provided granular hotel over 500 sales associates across our network enabling robust
performance insights, enabled data-based decision-making hotel discovery and bookings for existing guests in any part
and identified internal best practices. Centre of Excellence Key of the country. Focus was more on guest experience through
Parameter Indicator (KPI) Programme was introduced to foster specific programmes like Sports Approved, Rad Family and
a culture of performance, recognise high performing GMs branded spa concept to offer personalised service for target

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STORY OF RHG

audiences,” he shares. WE WANT OUR PORTFOLIO
WOW!, a guest experience programme to add delight TO STAND OUT AS A

factor to a guest’s journey from check-in to check-out, was COLLECTION OF STORIES.
introduced and Radisson Hotel Group’s social media and EACH HOTEL REFLECTS
digital marketing efforts helped them stay close to guests and A THOUGHT-PROVOKING
deliver brand promise even when they couldn’t stay or dine with
the Group. “With India Road Trip, we leveraged pent up travel DESIGN AND ARCHITECTURE
demand and made travel planning and execution experiences AND CULTURAL AUTHENTICITY
easier. We created a one-stop-platform where guests can WHICH IS DEEPLY INGRAINED
choose from 26 drivable circuits. These circuits cover the
most scenic routes and exciting destinations. We combined IN OUR DNA
the concept with exciting ‘staycation’ offers. With our strong
domestic network, guests can now be assured of our signature an exceptional growth momentum with 15 new hotels to be
hospitality and safety, whichever route they may take. Another launched this year,” informs Saxena.
Safe Staycation offer has been rolled out recently to leverage
the positive response and deliver a safe and hygienic travel To be a good hotelier, Saxena feels one needs to
experience for our guests. Agile and innovative thinking, value- think creatively and find new ways of driving purpose-led
driven mindset and being open to new ideas; these key factors engagement in order to elevate their level of guest service.
have helped us solidify our market leadership and have been “Great hotels are created and led by hoteliers who put the
the cornerstones of our growth story in India in the past few guests first and can develop great teams who have a sense
years,” Saxena informs us. of ownership and empathy for all stakeholders – owners,
colleagues and guests. Developing a culture where individual
Radisson Hotel Group is present in more than 60 members can build and innovate in delivering the highest
locations across seven distinct brands in India and is currently standards of customer service, is what defines a passionate
trending at 100 operating hotels with 11,500-plus keys. Talking leader,” he avers, adding that as hoteliers, one must never
about the thinking and underlying design philosophy across forget of being in the service business.
brands and categories, Saxena says that the Group’s design
language has evolved sharply to articulate clear values and “It is imperative we put ourselves in the shoes of the
tailor the experience to the needs of the target customers. stakeholders before taking decisions. At Radisson Hotel
Group, empathy, transparency and our signature ‘Yes
“We are developing brand defining hotels and resorts, I Can!’ spirit is what drives every team member to strive
each being a unique expression steeped in history, culture for excellence. Maintaining guest loyalty in this age of
and environment. Each hotel is hand-picked and developed perpetually evolving consumer sentiment, it is even more
in collaboration with high quality owner partners and most important than ever, for businesses and individuals of
celebrated and accomplished Indian design firms. We focus the industry to be flexible, agile and responsive to guest
on delivering a dynamic, thoughtful and sophisticated expectations and assure them of our commitment to their
experience through our design approach,” says Saxena, wellbeing,” concludes Saxena.n
adding that a conscious evolution towards a new design
mindset is being made.

“We want our portfolio to stand out as a collection of
stories. Each hotel reflects thought-provoking design and
architecture and cultural authenticity which is deeply ingrained
in our DNA,” he puts in.

The biggest challenge today undoubtedly is to recover
from the aftermath of Covid-19. The Group too is conscious
that this crisis will change the way hospitality works, perhaps
permanently. “Steady business continuity, cost optimisation
and return on investment for our owners are our top
concerns. Attracting and retaining the right talent as well
as protecting our employees’ livelihood always remains a
priority. We have survived the biggest adversity of our times
by leveraging the strength of our network and recalibrating
our business strategy into what is today known as the India
Unification Plan. With this as our bedrock, we have created

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ZUBIN SAXENA

Zubin Saxena
and KB Kachru

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STORY OF RHG

CONSTANTLY SETTING
NEW BENCHMARKS

INDUSTRY VETERAN KB KACHRU
SHARES THE STORY BEHIND ESTABLISHING THE
R A D I SSO N H OT E L G R O U P, A N D T H E C H A N G I N G FAC E

OF HOSPITALIT Y INDUSTRY

BY BHUVANESH KHANNA

HIS JOURNEY with the Radisson Hotel Group (RHG) started value for them resulted in sustained favourable outcomes
in 1998 with the first hotel, AB Hotels, at Mahipalpur in the for more than 20 years. Further expanding our brand
National Capital with a well-defined goal – think local but proposition, we signed a strategic alliance with Bestech
be global. It set the wheels rolling for the Carlson Group Group to develop a network of Park Inn by Radisson and
as it was known on its arrival in India back then. The Radisson RED hotels,” says the veteran hotelier.
idea was to position Indian hospitality in the international
arena and also position individually owned hotels by It was in 2018 that the rebranding happened as
standardising and branding them, thus creating assurance Radisson Hotel Group to leverage the brand equity of the
of guest expectations. A strategic partnership and master Radisson name and increase marketing efficiency across
agreement were forged between the Group and Chanakya the global portfolio. “In the last two years, 2020 and 2021,
Hotels Pvt Ltd in the same year to grow and develop the though among the most challenging years for hospitality
upper mid-market brand, Country Inn & Suites. industry, our focus has been on augmenting the strength
of our brands. By mapping out clear positioning and
“During the 1990s, India was going through a identifiable value proposition for guests and owners, we
transformational phase in terms of consumer behaviour, with have been able to grow our brands strategically,” he says.
a growing middle-class and rising disposable incomes. The
Group understood the potential of this market segment early Since inception, the key focus has been to
on and simultaneously recognised the potential of India’s understand the market, forge appropriate partnerships
robust domestic tourism. We were the first international and deliver on guest expectations and a vision of being
chain to pioneer growth and expansion in state capitals, the preferred choice for guests, investors and employees.
key Tier 2 and 3 locations in India as no one had dared “Radisson Hotel Group has delivered that it set out to
to enter such markets. This gave us results and today, as achieve and we are constantly setting new benchmarks as
much as 50 per cent of our business originates from Tier we move ahead in this jour ney,” he avers.
2 and 3 cities,” shares KB Kachru, Chairman Emeritus and
Principal Advisor, South Asia at Radisson Hotel Group. Early on, being an asset-light company, Radisson
Hotel Group worked towards having multiple mid-sized
Another critical aspect of early success, cites hotels at the same location, ensuring better viability for
Kachru, was their strong relationship with the partners owners and improving brand visibility. This improved both
and owners. “Identifying the right partners and driving the reach and perception and helped them realise the
vision of being the strongest international hotel brand with

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KB KACHRU

the most widely connected domestic network in India. several strategic initiatives to communicate the pain of
Radisson Hotel Group now has 100 hotels with presence the industry to the policymakers at all levels,” he shares.
in over 60 locations throughout India across seven distinct
brands in key business, leisure and gateway centres. The industry veteran puts in that the future of
this industry, in large parts, will be defined by how the
Ta lk in g a b ou t h i s a s so c i a t i o n wi t h t he Hot e l brands and the professionals attached with them address
Association of India (HAI) as its current Vice President, the evolving consumer needs arising in these times. “It’s
Kachru has us know soon after having taken over the new important to acknowledge that the potential of the Indian
role, the Covid-19 pandemic struck, and the industry faced domestic travel market is unmatched, and the current times
a crisis, resulting in one of the worst recessions ever. “The will make it even more important for every player to have a
circumstances called for a change in the way HAI operated. strong domestic business. Leveraging and propagating the
The body worked relentlessly during the first wave of the benefits of India’s natural environment, its wellness system,
pandemic to impress upon the Government to allow hotels naturopathy, Ayurveda, the practice of yoga, meditation
to resume operations as the country unlocked. It also took and promoting Indian traditional cuisine, will be an asset

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35

STORY OF RHG

in this jour ney towards recovery. Hotels must efficiently changing consumer behaviour which have, in tur n, changed

develop models that will place sustainability, safety, how hoteliers conduct business. “The dot-com boom was

hygiene and technology at the heart of their business. As the first aggregator in this transformation,” feels Kachru.

guest behaviours and needs evolve and bring permanent “At the tur n of this century, planning a holiday might have

changes to business environments, we must be prepared entailed a visit to the local travel agent. Internet bypassed

to exceed their expectations,” he explains. this significant intervention, at one point, and led to an

F or y ou n gs t e r s p l a n n i n g t o p u r s u e a c a re e r in array of breakthroughs by taking everything online. Today,

hospitality, especially in the backdrop of what happened the end-to-end jour ney of a guest is managed online. Early

in 2020- 21, K ach r u a d v i se s , “T h o u g h t h e profe ssion 2000s also marked the inception of Online Travel Agencies

demands long hours and time commitment, one is (OTAs), which not only reduced the turnaround time to

appropriately compensated for the hard work as the career plan and execute a trip but made travel accessible to the

progresses. Stay grounded, stay agile and create healthy masses. This ultimately encouraged more and more people

relationships as ‘people’ really are to undertake travel,” he feels.

at the centre of hospitality.” “The growth of telecom

With over four decades of and simultaneous expansion

experience in the industry, one of of marketing avenues made a

the doyens of Indian hospitality commendable difference on

says he believes persistence HOTELS MUST how guests approach today,”
leads to greatness. “Persistently says Kachru, adding, “When I

chasing a vision is what made my started out, it was difficult to

jour ney fruitful and noteworthy. Be EFFICIENTLY DEVELOP gauge what the consumer exactly
it a global crisis or an operational wanted, unless he physically

glitch in business, the secret to MODELS THAT WILL made a demand at the hotel.
handle any situation is the right Today, consumer behaviour is

mindset and being future-ready. PLACE SUSTAINABILITY, trackable online to an extent that
What made a difference was our their services can be tailored

past investment in digitisation and SAFETY, HYGIENE even before their check-in. The
swift implementation of strategies contribution of technology to

that were structured for future every sector is unbeatable.”

enactment. Businesses that have AND TECHNOLOGY AT An interesting development
had a focus on domestic expansion, took place in the beginning of the

automation and technology and THE HEART OF THEIR 21st century that can be easily
sustainable practices are better called the turning point in the

prepared to mitigate the impact of BUSINESS history of the hotel industry in
this tragedy. Hence, the biggest India, recalls Kachru.

lesson for the hospitality industry “It was during this period

is to invest today for a possible that some renowned international

crisis of tomorrow,” he says. chains entered the field and many

Another important lesson, big Indian players subsequently

he adds, is the balance between upped the ante sensing

leading from the heart even as your competition. This led to shift from

head remains focussed on meeting the focus on luxury hospitality at

the objectives. “Past crises have made it imperative for select destinations to the surge in affordable travel with

the leaders to step into the shoes of their staff, guests wide offerings in many Tier 2 and 3 cities.

and stakeholders at large yet take a hard and rational The growth of the MICE segment has become a

approach to safeguarde the share of the market and major game changer over the years. The Indian hospitality

the revival of the business. Successful businesses have industry has taken several strides towards developing a

taken decisive actions in an extremely fluid environments, robust MICE facility and today its contribution reflects

sometim e s e v e n w it h l e ss t h a n f u l l i n f o r m a t i o n but w it h heavily in the bottom line. Lastly, the shift in the mindset

courage and foresight,” he shares. of Indian audience to immerse themselves in the culture,

In the past two decades, many facets of the hotel traditions, and language of a place. Today, guests want to

industry have shifted to adapt new technology and see the “real” side of the destinations they visit.n

BWHOTELIER JULY-AUGUST 2021 www.bwhotelier.com

36

SANITSOIZLAUTTIIOONNS TM

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steraWAND

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MEET THE COO

LEELA: REIMAGINED,
REDESIGNED, RESET

ANUR A AG BHATNAGAR, CHIEF OPER ATING OFFICER,
THE LEEL A PAL ACES, HOTELS AND RESORTS,

SAYS THE GROUP STANDS COMMIT TED TO CUR ATING
AUTHENTIC LUXURY EXPERIENCES FOR ITS GUESTS

BY BHUVANESH KHANNA

B A R E LY H A D A n u r a a g B h a t n a g a r t a k e n o v e r a s t h e C h i e f based on insights as to how consumer behaviour would
Operating Officer at The Leela Palaces, Hotels and Resorts probably change. “Our focus has been to Reimagine,
that the Covid-19 pandemic hit the world. With the global Redesign and Reset. As a leader, I focus on keeping
crisis making everyone rethink about their priorities, abreast with the evolved expectations of the guests and
Bhatnagar took it as the period to pause and reflect. ensure we not only meet but exceed them, keeping in mind
to remain true to the values of our brand and continue to
“All the disruptions caused by the present deliver a true luxury experience. I want to ensure that
circumstances made us challenge everything we have we remain agile and quickly adapt to an ever-evolving
done so far, even basic assumptions about our careers, tomorrow,” he says.
workspaces, families, needs and technology. The mindsets
have shifted and life goals have evolved,” feels Bhatnagar. Under Brookfield ownership today, The Leela is a
well-capitalised brand that is investing significantly in the
When life changes so dramatically and at breakneck brand, in talent, in technology and in building a robust
speed, the one thing you know is that an era has ended sales and marketing ecosystem. “We are well-poised to
and a new era has begun, he feels. “We know the ‘normal’ embrace the next new chapter in our growth trajectory.
we return to will not be the ‘normal’ we knew before. As the world opens up, we must prepare for the coming
The trends and behaviours predicted at the beginning of recovery period and ready ourselves to take advantage
the decade are no more applicable. Our strategies and of opportunities that will gradually but undoubtedly arise.
the way we have approached our business also needs to We are aware of the hazards we have faced, but we are
evolve. For me, this has been a time to pivot and reinvent, now standing poised for the opportunities too. We wish to
a time for business transformations and innovations,” stay focussed on preparing for the changing environment
says Bhatnagar. while working on our objective of expanding our business.
We will also continue to focus on elevating the guest
On the professional front, The Leela Palaces, Hotels experience and enhancing our F&B and wellness offerings
and Resorts’ COO spent this period thinking creatively
about operations and reimagining the guest experiences

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THE LEELA

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39

MEET THE COO

The Leela
Palace Jaipur

that will further strengthen our brand positioning as an THE LEELA IS AND ALWAYS WILL
epitome of true Indian luxury. The focus will be on a few REMAIN A PURE PLAY LUXURY
strategic collaborations and activations that are in synergy BRAND. WE ARE LOOKING AT
with our brand positioning and will help us amplify our WELLNESS AND WILDLIFE AS
reach,” says Bhatnagar. THE TWO SEGMENTS WE
WOULD LIKE TO GROW IN
For the last three decades, The Leela is known for
delivering an uncompromising level of personalised services
with the true graciousness of Indian hospitality. And it is
all ready with upcoming projects which include business
hotels in Bengaluru and Hyderabad. “We are excited to
see what the coming months hold for us as we navigate
this dynamic new normal. The Leela Group is committed
to growing in key gateway cities and marquis leisure
destinations. For the same, we are exploring development
in the luxury wellness and wildlife space,” he says, adding,
“Our guest is the affluent global traveller and an experience
seeker and we stand committed to curating authentic
luxury experiences that are delivered with the graciousness
of Indian hospitality, be it for business or leisure. We are
committed to providing guests with unforgettable stays in
settings that capture the essence of India,” he says.

Airing his thoughts on what he wants to better:

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THE LEELA

The Leela Palace business, assets, performance indices or hospitality
Bengaluru brands, Bhatnagar says, “I’m a result-oriented professional
The Leela Palace who aims at building and nurturing high-performance
New Delhi teams and motivating them towards achieving visionary
goals. I believe in constantly challenging the status quo
and in aligning brand values with key business initiatives to
curate authentic luxury brand experiences, delivered with
the warmth and graciousness of Indian hospitality. Driving
operational excellence and maintaining the highest levels
of guest service standards have always been important
to me. I have believed in setting my own benchmarks and
striving to better them each day, hoping we will be proud
of the difference we have made and the legacy we leave
behind.”

With the global traveller now expecting higher
standards to ensure his wellbeing, Bhatnagar feels that
digital technology will enable and expand the existing
“no touch” options. “At The Leela, we have seamlessly
integrated technology into the guest as well as the associate
experiences giving them more choices. From e-check-ins,
mobile keys, WhatsApp assistance, e-menus, e-butlers to
e-newspapers, our guests can choose when and how much

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41

MEET THE COO

The Leela Goa

WE HAVE SEAMLESSLY The Leela
INTEGRATED TECHNOLOGY Palace Chennai
INTO THE GUEST AS WELL
they would like to engage in person,” he informs.
AS THE ASSOCIATE Ta l k i n g a b o u t t h e p h i l a n t h ro p i c a n d s t a ff i n i t i a t i v e s
EXPERIENCES, GIVING
THEM MORE CHOICES made by The Leela Group, Bhatnagar says, “When the
country was grappling with perhaps the biggest crisis
it ever faced, we came together and did whatever we
could do to support our associates, our guests and the
communities in which we operate. We may not have

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42

THE LEELA

The Leela Palace
Udaipur

been able to heal the entire world, but we did start with existing rigorous cleaning protocols and aimed at
a simple act of kindness, a gesture of compassion to elevating sanitisation, hygiene, and safety procedures
make a humble contribution to support our associates as to deliver a safe environment for guests and associates.
well as the frontline workers. We partnered with Clothes To d a y, a l l L e e l a h o t e l s a re P l a t i n u m c e r t i f i e d . “ I n t h e s e
Box Foundation to support the Indian Army with PPE stressful times, we rolled out a recovery plan to assist
kits, oxygen concentrators, SPO2 meters, N95 masks, those who suffered from Covid-19 with benefits like paid
medicines, gloves, sanitisers and ration. Our hotels leave during the quarantine period and a nominal token
provided food to hospitals and health care centres for financial grant to cover expenses for health and dietary
frontline workers and patients. Our associates donated supplements. A group of mental health counsellors
vaccination for those who could not afford them.” were brought on board for our associates should
they need professional help in coping with a personal
Not this alone, The Leela launched a vaccination or professional situation. We believe this is a time to
drive and made a commitment to cover the costs of demonstrate that #LeelaCares for its associates, guests
vaccination (where not covered by the government) for and the communities in which we operate,” he says.
all their associates. This drive covered not just their
associates but was open to their families too. “We were In his free time, Bhatnagar enjoys watching movies,
among the first hotel companies in India to announce listening to music, and relaxing with some reading. “I’m
100 per cent vaccination of all our associates. And by an active trekker who seeks out new destinations and
doing this, we reiterated our commitment to the safety of enjoy spending time with my wife, son and our two dogs.
our guests and associates,” informs Bhatnagar. I love wildlife and one of my favourite vacations was to
Masai Mara. I would love to witness the Great Migration
The Group also introduced Suraksha programme in Serengeti and also hope someday to to travel to Kruger
in partnership with Bureau Veritas India. This National Park in South Africa,” he concludes.n
c o m p re h e n s i v e p ro g r a m m e b u i l d s o n T h e L e e l a ’s

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COVER STORY

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44

TECHNOLOGY

SMART

MANTRAS

THE COVID-19 PANDEMIC HIT
HOSPITALIT Y INDUSTRY

THE HARDEST BUT WITH THE
HELP OF TECHNOLOGICAL
ADVANCEMENTS, THE

SECTOR IS GETTING BACK TO
BUSINESS

BY SAURABH TANKHA

SINCE TIME immemorial, we have seen that critical situations
have often had life-changing results. As is human nature,
driven up to the wall, people bounce back with more grit
and determination. And Covid-19 pandemic has proved this
in more ways than one. Nowhere is this as apparent as in the
use of new science and technology – across all sectors, but
especially in hospitality, one of the worst hit by it. But then
hospitality is one sector that has quickly adapted and adopted
technological and digital solutions, be it in operations,
marketing or services, providing seamless services to its
clients as before – contactless but not without the personal
attention and warmth of before to get back on its feet.

What we have today are contactless check-ins, touch-
less payments and scannable QR codes for restaurant menus
and mobile room keys. Hi-end technology has seeped in
every nook and cranny, be it security, in-room entertainment,
refrigeration, air-conditioning and air-handling units,
lighting, supply chain and logistics, electricity and water
supply, transportation, horticulture, architecture and design
or F&B, including kitchens, banquets, restaurants and in-
room dining. So much so that hoteliers today cannot think
of going back to their older ways, even after we are rid of
the pandemic. The technology will only move forward from
here, they say.

Photograph by Envato Elements

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COVER STORY SUDEEP JAIN
Managing Director, South West Asia,
TECHNOLOGY CHANGING
THE FACE OF HOSPITALITY IHG Hotels & Resorts
IN PRESENT TIMES
NIKHIL SHARMA
Sudeep Jain Regional Director - Eurasia, Wyndham

Managing Director, South West Asia, Hotels & Resorts
IHG Hotels & Resorts
With the need for social distancing and minimising
human contact, the use of technology is playing a
crucial role in the hospitality sector. We too are using
technology in different ways to minimise physical
interaction among guests and colleagues at our hotels.
This includes applying QR code menus, global roll out
mobile check-in/check-out and piloting other mobile-
enabled improvements as well as real-time Pay-With-
Points.

Nikhil Sharma

Regional Director, Eurasia, Wyndham Hotels &
Resorts
Be it travel or hotel management, digitalisation is
pivoting the operations of the hospitality industry
for some time now. Since the beginning of the
pandemic, contactless services have become the
new norm. We are all set to see a boom in the core
operational processes like checking-in and checking-
out procedures and usage of mobile room keys.

Souvagya Mohapatra

Managing Director, Atmosphere Hotels & Resorts
for India, Sri Lanka, Nepal and Bhutan
Smart technology is not a new concept for the
hospitality industry. Technology transformations have
been implemented in almost all our departments like
cloud software, marketing automation, leveraging
real-time guest intelligence to provide personalised
communications, management and operational tools,
contactless in-stay experiences among others.

Vinay Deshpande

Senior Vice President and Head of Digital & IT, IHCL
The hospitality industry has rapidly begun embracing
technological solutions that have a vital role to play
in enabling and accelerating the recovery of the
travel industry by creating seamless experiences for
travellers. With health becoming the biggest priority
and guests seeking socially distanced experiences,
enhanced safety and hygiene measures during
the course of their stay at our hotels, the use of
technology while engaging with consumers is more
important than ever.

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TECHNOLOGY

SOUVAGYA MOHAPATRA Arijit Bhattacharjee
Managing Director, Atmosphere Hotels & Resorts
VP-Information Systems, ITC
for India, Sri Lanka, Nepal and Bhutan Post-Covid-19, there has been a need for new
service design in the hotel industry. Limiting contact
VINAY DESHPANDE between guests and associates has become a defining
Senior Vice President and Head of Digital & IT, characteristic. The cultural implications of new
generations of guests wanting more control over their
IHCL experiences via mobile devices has been in place for
some time but now there has been a rapid change
in how guests would like to “connect, interact and
transact” with hotels during the new normal.

Nilesh Patel

Director of IT, Accor India & South Asia
One of the biggest changes that Accor has embraced is the
adoption of technology at every level – From room bookings to
check-ins, check-outs, payment procedures, digital posters
and digital menus, automation in revenue management,
digital training of staff to using self-assessment platform,
iAuditor. Our global initiative, ALLSAFE, is designed to
reassure guests with an all-encompassing set of procedures
responding to new consumer behaviours and expectations
around a safe experience.

Suman Sur

Director, Information Technology and E-Marketing,
The Park Hotels
As an industry, I think we should be opening up to AI
as much as we can. For example, hotels are turning
to having the Cloud hotel PMS software to ensure a
lower cost of software ownership. There are specific
apps which can be provided to guests for personalised
attention as well as a manageable system. Contactless
technology assisting guest experience, virtual reality
tours, QR code-based transactions, hotel e-magazines
and air purifiers in guest rooms have been changing the
face of hospitality already.

Mansur Baig

Area Director - IT Operations South Asia,
Marriott International
The pandemic has affected human life globally and the
rising demand for new technologies has paved the way
for transition to modern practices that would yield a safe
environment for all. Guests can use contactless QR codes
using mobile phones to avail of all amenities. Contactless
payments will only evolve with time as it ranks high on
the customer satisfaction index and is compatible with
loyalty programmes. Mobile check-ins, AR-VR supported
technology, chat-bots and Artificial Intelligence are the
future game-changers of hospitality and will play an
integral part in defining the guest experience.

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47

COVER STORY

ARIJIT BHATTACHARJEE
Vice President - Information Systems, ITC

POST-PANDEMIC
TECHNOLOGICAL INNOVATIONS

Sudeep Jain

We are using QR code menus at our F&B establishments, global
rollout of mobile check-in and check-out and piloting other
mobile-enabled improvements as well as real-time Pay-With-
Points. Cloud-based IHG Concerto platform allows us to rapidly
deploy new technology and colleague training, blending core
hotel applications into one seamless, powerful platform capable
of enhancing the guest, owner and colleague experience.

Nikhil Sharma

We have introduced three major offerings that include Wyndham
mobile app which helps the users to book any Wyndham hotel
in a maximum of three taps with the ‘Lightning Book’ feature.
Users can earn Wyndham reward points on each booking. Its
other feature, My App Passport, allows guests to track their
engagements with unique stamps and animations when they
achieve the select in-app accomplishments, such as booking a
stay or redeeming points. Guests can use the app to update their
Wyndham Rewards profile, preferences and payment methods.
Wyndham’s hybrid meeting solution concept that combines the
best of live-streaming and in-person participation to encourage
higher attendance and support corporate business recovery in
the current climate. Wyndham Easy Book has been designed to

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48

TECHNOLOGY

simplify the booking process and give travellers access to
competitive rates and stays at Wyndham-branded hotels,
along with special discounts on longer business stays.

Souvagya Mohapatra

Our soon-to-open resort in the Maldives focusses on smart
technology that offer guests a seamless stay, allowing them
to technologically switch on and off whenever they wish. In
recent years, we have implemented several smart energy
management initiatives, such as key-card-based energy
management system and sensor, along with a focus on solar
energy production as a form of clean power.

Vinay Deshpande

W ith the implementation of I-ZEST: IHCL’s Zero-touch
Service Transformation initiatives as part of our Tajness: A
Commitment Restrengthened programme, the contactless
experience of pre-planned check-in and check-out, digital
payments, QR codes etc has been made possible across
most of our hotels. We have also implemented keyless
entries. Similarly, our restaurants have adopted smart
menus, menus through QR codes with some hotels are
adopting digital menus on televisions too. The Qmin App,
IHCL’s culinary and food delivery platform, can reside on a
consumer’s device and allow them to order food from our
signature restaurants across cities. It also allows customers

NILESH PATEL
Director of IT, Accor India & South Asia

Photograph by Envato Elements

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COVER STORY

SUMAN SUR MANSUR BAIG
Director - IT and E-Marketing, The Park Hotels Area Director - IT Operations South Asia,

Marriott International

to schedule and plan virtual celebrations across cities where locations. For weddings, we rolled out Vivaah at Novotel,
Qmin’s services are present. For our employees, we have conceptualised for the contemporary virtual weddings
visual facial recognition for attendance, and a wristband- and extended a hybrid approach. It offers customised and
based social distancing system to track employee movements flexible packages and guests can select a host hotel in any
at hotels while maintaining social distancing. city as their wedding venue.

Arijit Bhattacharjee Suman Sur

We recently introduced the F & B ordering feature on the ITC We have digitalised all guest activity touch points starting
Hotels app for guests to take the contract-less hospitality from reservations, contactless check-in and check-out and
experience to the next level. The app provides guests a all service requests. Guests can order by using QR codes,
differentiated dining and delivery experience through a view and verify invoices, order room services and pay
seamless interface. We have also developed a digital platform digitally. We have installed glass dividers on the reception
using Internet of Things (IoT) technology which offers guest for extra safety of both travellers and associates, increased
room automation convenience and entertainment features the frequency of sanitising the high-touch guest areas and
to guests in select ITC Hotels across India. This solution are using electrostatic sprayers to disinfect guestrooms,
provides command and control in the hands of the guests gyms, and other public areas.
wherein they can manage and control guest room lighting,
air conditioning, room door access, place in-room dining Mansur Baig
orders, carry out television operations, access hotel
information directory and watch video on demand content. We have enabled our hotels to function more smartly and
efficiently with technology-based solutions that also helped
Nilesh Patel drive more business and offer more guest satisfaction. These
include contactless check-in and check-out; Digital Mobile
We have collaborated with Microsoft to launch All Connect, a Keys for loyalty members to use smartphones as room key
hybrid meetings concept that enables corporate customers to access guest rooms and common areas; Digital Room
and meeting planners to combine physical in-hotel meetings Directory which guests can access through QR Code on their
with virtual interactions simultaneously across multiple own device; Digital Menu that can be accessed by guests

BWHOTELIER JULY-AUGUST 2021 www.bwhotelier.com

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