DECEMBER 2014 magazine Vol 14 Issue 12 Pages 70 `50 A MONTHLY ON HOSPITALITY TRADE By DDP Publications HOUSEKEEPING TRENDS RETROSPECT 2014, AGENDA 2015 CLEAN INDIA INITIATIVE INDIA HOTEL REVIEW REPORT ROOFTOP DESTINATION KYLIN December 2014 COVER STORY 26 HOTEL HOUSEKEEPING TRENDS In the cover story we try to gage the competitive edge from Executive Housekeepers of well run hotels. COVER DESIGN Tushar Upadhyay 26 Cover Story &217(176 THIS MONTH PRESIDENT’S MESSAGE FHRAI DESK SECRETARY’S MESSAGE NEWS UPDATES PRODUCTS & SERVICES EVENTS APPOINTMENTS 08 10 12 22 60 64 66 FEATURES 22 News OPINION 44 RETROSPECT 2014, AGENDA 2015 Presidents of the Regional Associations of FHRAI, share their viewpoints on how 2014 has been for Indian hospitality. They also deliberate on their agenda and expectations for 2015. INTERVIEW 48 WE WANT TO PARTNER WITH THE GOVERNMENT In an interview Bharat Malkani, President, HRAWI, tells us about his priorities and agenda. 22 News You Can Use 6 December 2014 I www.fhrai.com I FEATURES INTERVIEW 50 GOVT SHOULD SETTLE CLAIMS UNDER NEIIPP, 2007 Sudesh Poddar, President, HRAEI tells us about his priorities and agenda. GUEST COLUMN 52 CLEAN INDIA INITIATIVE Niranjan Khatri, Former GM, Environment Initiatives of ITC hotels, tells us ways to fully participate and add on to the Swachh Bharat Abhiyaan 64 Events RESTAURANT REVIEW 62 ROOFTOP DESTINATION KYLIN In conversation with Saurabh Khanijio, Owner, Kylin Sky Bar, we find out more about the restaurant business. 62 Restaurant Review SECRETARY GENERAL M D Kapoor - sg@fhrai.com EDITOR Deepa Sethi - deepa@ddppl.com PUBLISHER Gunjan Sabikhi - gunjan@ddppl.com ASSOCIATE EDITOR Kanchan Nath - kanchan.nath@ddppl.com CREATIVE DESIGN Ruchi Sinha Tushar Upadhyay FHRAI B-82, 8th Floor, Himalaya House Kasturba Gandhi Marg, New Delhi 110001 Tel: 91-11-40780780, Fax: +91-11-40780777 Email: fhrai@vsnl.com FHRAI Magazine is printed and published by Gunjan Sabikhi on behalf of Federation of Hotel and Restaurant Association of India and printed at Cirrus Graphics Pvt.Ltd., B 62/14, Phase-II, Naraina Industrial Area New Delhi 110028 and published at Durga Das Publications Pvt. Ltd. 72 Todarmal Road New Delhi 110001 Email: fhraimag@ddppl.com Tel : 91-11-41669575 Fax: 91-11-41669577 This issue of FHRAI Magazine contains 66+4 pages cover 60 Products & Services MARKETING & SALES Gunjan Sabikhi - gunjan@ddppl.com Asst. Vice President – Marketing MUMBAI Harshal Ashar - harshal@ddppl.com DELHI Udit Pandey - udit@ddppl.com Senior Manager – Marketing (+919650399907) FHRAI - MARKETING S.P. Joshi Shradha Kapoor - shradha@ddppl.com Senior Executive – Marketing (+919650196525) All information in the FHRAI Magazine is derived from sources, which we consider reliable and a sincere effort is made to report accurate information. It is passed on to our readers without any responsibility on our part. The publisher regrets that he cannot accept liability for errors and omissions contained in this publication, however caused. Similarly, opinions/views expressed by third parties in abstract and/or in interviews are not necessarily shared by FHRAI Magazine or DDP. However, we wish to advice our readers that one or more recognised authorities may hold different views than those reported. Material used in this publication is intended for information purpose only. Readers are advised to seek VSHFLÀFDGYLFHEHIRUHDFWLQJRQLQIRUPDWLRQFRQWDLQHGLQWKLV publication which is provided for general use, and may not be appropriate for the readers’ particular circumstances. Contents of this publication are copyright. No part of FHRAI Magazine or any part of the contents thereof may be reproduced, stored in retrieval system or transmitted in Deputy General Manager (+919619499167) PRODUCTION MANAGER Anil Kharbanda ADVERTISEMENT DESIGNERS Vikas Mandotia Nitin Kumar any form without the permission of the publication in writing. The same rule applies when there is a copyright or the article is taken from another publication. An exemption is hereby granted for the extracts used for the purpose of fair review, provided two copies of the same publication are sent to us for our records. Publications reproducing material either in part or in whole, without permission could face legal action. The publisher assumes no responsibility for returning any material solicited or unsolicited nor is he responsible for material lost or damaged. This publication is not meant to be an endorsement of any VSHFLÀFSURGXFWRUVHUYLFHVRIIHUHG The publisher reserves the right to refuse, withdraw, amend or otherwise deal with all advertisements without explanation. All advertisements must comply with the Indian and International Advertisements Code. The publisher will not be liable for any damage or loss caused by delayed publication, error or failure of an advertisement to appear. PRESIDENT’S MESSAGE Dear fellow members, A T.S. Walia President, FHRAI By now offering a digitised, user-friendly and flexible visa facility, we have taken a giant stride towards firmly positioning India as an attractive and accessible destination for leisure and business tourists alike 8 December 2014 I www.fhrai.com I t the outset, on behalf of all members and the Executive Committee of FHRAI, I wish to extend our heartiest congratulations and warm welcome to Dr. Mahesh Sharma, who has recently taken over as the new Minister of State (Independent Charge) for Tourism, Government of India. Dr. Sharma brings with him a wealth of experience, eminent accomplishments and vast contribution in diverse facets of public life. His astute leadership, dynamism and forward-looking approach, are sure to be an indispensable source of guidance and support for our industry. We are very enthused that the Hon’ble Minister has articulated that it will be his personal priority to forge greater synergy, cohesion and alignment between various central government ministries, individual states as well the private sector, towards the goal of unlocking India’s true potential in tourism. On November 27th, the eagerly awaited Tourist Visa-on-Arrival (TVoA) enabled with Electronic Travel Authorisation (ETA) scheme for international tourists was launched by the Union Government. In the first phase, the facility will be available at nine international airports and offered to nationals of 43 countries. We applaud the Ministry of Tourism, Ministry of Home Affairs, Bureau of Immigration, Ministry of External Affairs, Ministry of Civil Aviation and the National Informatics Center, for their joint efforts which have ensured the timely roll-out of this landmark initiative. I also congratulate all colleagues in the hospitality, travel and tourism fraternity, who have closely worked together over the past several years to vigorously pursue this key proposal with the Government, at various levels. For far too long, India’s complex and archaic visa regulations, have been a major deterrent for foreign tourists, thereby undermining the country’s global competitiveness as a tourist destination. However, by now offering a digitised, user-friendly and flexible visa facility, we have taken a giant stride towards firmly positioning India as an attractive and accessible destination for leisure and business tourists alike. We are very optimistic that the adoption of an eVisa regime is poised to catalyze a new wave of growth for our industry. In the past few months, the Union Government has initiated a series of welcome measures, targeted at improving the investment climate and revival of business sentiment. The Hon’ble Prime Minister has himself stressed on the need to reduce the overall complexity of doing business in our country, so as to enhance India’s international competitiveness and global market share in trade, manufacturing and services. As such, it is widely expected that the Government will leverage the forthcoming Union Budget 2015-16 as an opportunity to usher the second stage of policy, administrative and regulatory reform in the economy. FHRAI has been proactively engaged with the Ministry of Finance through detailed Pre-budget interactions, and we have put forward comprehensive proposals, spanning a broad spectrum of issues pertaining to direct and indirect taxation as well as urgent matters of economic and financial policy. I would like to briefly share with you, a few major recommendations that FHRAI has made for the next Union Budget. The early introduction of the Goods and Services Tax (GST) has been rightly taken up as a priority agenda by the government. Given the vast benefits that this sweeping reform can potentially bring, viz., simplification and rationalisation of the indirect tax system as well as a fillip to investments and economic growth, it is an initiative that we enthusiastically support. While reiterating our commitment to extend constructive cooperation and assistance in the successful implementation of the new tax regime, FHRAI has highlighted certain concerns and suggestions regarding the design and structure of GST. In particular, we have emphasised that with the strategic objective of capitalising on tourism’s ‘multiplier’ effect to accelerate job creation and inclusive growth, it is imperative that GST is applied in the hospitality and tourism sector, not at the standard rate, but at a concessional composite rate of 8 per cent. Through empirical international benchmarking data, we have demonstrated that recognising tourism to be one of the PRESIDENT’S MESSAGE most price-sensitive of all industries, it is standard worldwide practice to levy a reduced VAT/ GST rate on hotels and restaurants. Lower tax rates will feed through to lower prices, which will stimulate higher demand and thereby, progressively broaden the total revenue base on which GST is levied, resulting in net fiscal gain to the Exchequer. We have also requested that all services for which payment is received by hotels in convertible Foreign Exchange should qualify to be zero-rated under the GST regime. In order to achieve the overarching goal of a transparent, streamlined and efficient tax system, there should be no exclusions, either in terms of certain product categories (like alcoholic beverages, petroleum products) or local-levies like entry tax/octroi, from the ambit of the GST. Such exclusions would lead to tax cascading, create distortions in the credit chain and significant compliance-related complexities for small and medium taxpayers, thereby being counterproductive to the very fundamental objectives of introducing GST. We have also suggested that draft modalities and procedures proposed to be applicable under the GST regime should be placed in the public domain at least six months in advance. The investment-linked deduction under Section 35AD of the Income Tax Act is the primary tax incentive offered to hotels. With a view to attract the staggering additional capital investment of over Rupees 1,25,000 crores, which the Indian hospitality requires, FHRAI has proposed that hotels be allowed a higher weighted deduction of 150 per cent of the capital expenditure incurred in setting up new projects. India has a large number of heritage residential buildings in private possession, which can be suitably deployed as productive tourism assets. Therefore, we have requested that benefit of the deduction under Section 35AD should also be extended in the case of restoration and conversion of old buildings into classified heritage hotels. The Union Budget 2014-15 had introduced some innovative institutional mechanisms and financial instruments to bridge the long-term funding gap confronting key infrastructure subsectors. However, the benefit of availing lower cost long-term finance will effectively accrue to our industry only if the unreasonably high project cost threshold mandated for inclusion of hotels in the RBI’s Infrastructure Lending List is lowered from Rupees 200 crores to Rupees 20 crore. Pursuant to the announcement made in last year’s budget, the RBI has recently notified its final guidelines for operationalising the socalled 5:25 scheme, wherein capital-intensive projects in infrastructure and core industries can avail long-term debt financing with flexible structuring. While welcoming this important initiative, FHRAI believes that that this scheme should not be limited only to new borrowers but also be available for refinancing the debt of existing and under-implementation projects in all eligible sectors. Small and Medium Enterprises are a vital catalyst for employment generation, skill development and innovation in the hospitality sector. It is vital to facilitate timely and adequate flow of credit for their sustainable growth and expansion. In this context, FHRAI has submitted our specific proposals to the high-level committee which has been constituted by the Ministry of Finance regarding modernisation and reform of the financial architecture for Ministry of Micro Small & Medium Enterprises (MSMEs). In order to accelerate industrial development in the north-eastern region of India, the Government had formulated a comprehensive North East Industrial and Investment Promotion Policy, 2007 (NEIIPP-2007), which offers a package of fiscal incentives and other concessions, including capital investment subsidy and interest subsidy on working capital loans. However, there are serious practical constraints being encountered by entrepreneurs in claiming these incentives, which unless urgently addressed, will defeat the laudable intent of the policy. The present imbroglio has dealt a serious setback to the entrepreneurs who have already undertaken large investments in good faith, and is also dissuading potential investors from setting up new projects in the region. We have urged the Ministry of Finance to pursue with all concerned Departments/ Ministries, the need to put in place, a streamlined, transparent and empowered mechanism to fast-track the disbursement of all legitimate subsidy claims under the NEIIPP, with clear accountability being fixed for adhering to the mandated timelines for claim processing and sanction. Wishing you and your family a happy, healthy and successful New Year! With warm regards, T.S. Walia President, FHRAI To attract additional capital investment of over `1,25,000 crores, FHRAI has proposed that hotels be allowed a higher weighted deduction of 150 per cent of the capital expenditure incurred in setting up new projects FHRAI DESK FHRAI DELEGATES WELCOME DR. PANWAR D r. Lalit K. Panwar, the new Secretary, Ministry of Tourism, has served earlier as the Chairman and Managing Director (CMD) of Indian Tourism Development Corporation (ITDC) from 2010-2013. An IAS officer of the 1979 batch Rajasthan cadre, Panwar was also the Director Tourism with the Rajasthan Government. He is one of the pioneers in modernising the ‘Palace on Wheels’ and introducing a number of schemes in tourism sec- tor in the state. Dr. Panwar had initiated many novel initiatives in ITDC during his stint as Managing Director. ITDC signed a MoU with Hindustan Salts to develop theme destination around salt lakes in Rajasthan during his tenure. The public sector corporation also announced its foray into travel and hospitality education by setting up a global tourism and hospitality university in Haryana. Pictures: Simran Kaur 43 COUNTRIES ON INDIA’S VoA RADAR (L-R) Parvez Dewan, Dr Lalit Panwar, Dr Mahesh Sharma, Rajnath Singh, Anil Goswami, Subhash Goyal and Pronab Sarkar H istory was made on November 27 as the decision to guarantee Tourist Visa-on-Arrival (VoA) facility, enabled by Electronic Travel Authorisation (ETA), for 43 countries was rolled out by Home Minister Rajnath Singh and Minister of State for Tourism and Culture (Independent Charge) Dr. Mahesh Sharma, in Delhi. The ministers were joined on stage by Tourism Secretary Dr. Lalit Panwar, Secretary, Ministry of Home Affairs, Anil Goswami, former Tourism Secretary Parvez Dewan, IATO President Subhash Goyal and IATO Secretary Pronab Sarkar. All arrangements, including the software for the system, are now ready and would become operational at nine international airports - Delhi, Mumbai, Chennai, Kolkata, Hyderabad, Bengaluru, Kochi, Thiruvananthapuram and 10 December 2014 I www.fhrai.com I Goa. “It’s a major decision of the Government of India. It conveys the message of how important the sector is and it augurs well for the industry. It is a paradigm shift for the tourism industry and it’ll take the number of foreign tourists coming to India to greater heights. Depending upon how it is received, we’ll request the government to increase this from 43 to many more countries,” said Dr. Panwar. In order to get a VoA, one would need to apply on the designated website along with the required fees (US$ 60). They would be granted an ETA within 72 hours. The tourists will need to enter India within 30 days from the date of approval of ETA and will be valid for 30 days stay in India from the date of arrival. SECRETARY’S MESSAGE Dear fellow members, T Vivek Nair Hony. Secretary In the next 4/5 years new hotel development would start taking place, with the introduction of the new 5:25 Project Financing Scheme being eligible for Hotel projects of over `200 crores with long term loans of 15 years or more 12 December 2014 I www.fhrai.com I he implementation of Tourist Visa on Arrival enabled by Electronic Travel Authorisation (ETA) Scheme, which has been announced by the Hon’ble Minister of Home Affairs, Mr. Rajnath Singh and Dr. Mahesh Sharma, Hon’ble Minister of State (I/C) for Tourism, Culture and Civil Aviation on November 27, 2014, and applicable to 43 countries, would indeed be a game changer for tourism. This long felt need would enable tourists to make decisions at a short notice to visit India and would, therefore, increase in manifold, the Foreign Tourist Arrivals (FTAs) to India starting winter season 2014-2015 itself. over `200 crore with long term loans of 15 years or more and at reduced rates of interest like Airport, Roads etc. However, the decision not to include tourists form the U.K. under the scheme would be a strong deterrent as that country is the second largest source market for India. We fully recognise the security and other aspects involved, but if there could be a way to modify the qualifying criteria for the eligibility of the facility, genuine tourists would be able to avail the facility. The Federation has already taken up this important matter with the Ministry of External Affairs and the Ministry of Tourism, Government of India PSection 10(23G) of the Finance Act which was deleted by the Finance Minister in the year 2006. It is also heartening to know that Mr. Nipendra Mishra, Principal Secretary, to the Hon’ble Prime Minister has continued to chair the meetings of the Inter Ministerial Coordination Committee on Tourism subsectors and that various outstanding issues to promote tourism would continue to be persuaded by this important committee. We look forward to increase in tourism, both from tourist and business segments, as a result of the new economic reforms being put in place by the Government. We are confident that in a short period of time the hotel industry will come out of its slowdown and the present over-supply of guest rooms in cities like Chennai, Hyderabad, Bangalore and Pune would soon be eased and in the next 4/5 years new hotel development would start taking place, with the introduction of the new 5:25 Project Financing Scheme being eligible for Hotel projects of The Federation met Mr. Shaktikanta Das, Secretary Revenue, Ministry of Finance, Govt. of India and the following recommendations were given in the Pre-budget Memorandum: PWeighted deduction for hotels under Section 35AD which is “one” at the present for hotels has been increased to “one and a half” time in other sectors. Hence, given the importance to the tourism sector a deduction of one and a half time should be given to hotel projects also. PApproval for selected term Lending Justifications to introduce hospital infrastructure bonds to attract foreign funding for hotel projects. PEligibility to avail of the 5:25 Scheme announced by the RBI vide circular dated 15 July 2014, wherein projects in infrastructure and core industries can avail long term debt financing with flexible structuring. PAlso hotels to avail of take-out financing so that External Commercial Borrowings (ECBs) can replace their Indian Rupee Debt as per the RBI vide its notification dated July 22, 2010, permits take-out financing arrangement trough ECB, under the approval route, for refinancing of Rupee loans availed of from domestic banks by companies in the seaport and airport, roads (including bridges) and power sectors. Wishing you and your family a very happy and prosperous New Year! With warm regards, Vivek Nair Honorary Secretary FHRAI DESK HRAEI REACHES OUT TO HOTELIERS IN SIKKIM T. S. Walia, President, FHRAI and Sudesh Poddar, President HRAEI, relaxing in the lobby of the hotel on arrival in Gangtok along with members of the travelling team (L to R) Sudesh Poddar, President, HRAEI, T.S.Walia, President, FHRAI, Pranav Singh, Hony. Secy, HRAEI and Souvagya Mohapatra, MD, Mayfair Lagoon, Bhubaneswar at the Committee Meeting G angtok was selected as the venue for the 3rd Managing Committee meeting of Hotel & Restaurant Association of Eastern India (HRAEI) with the idea of mixing business with holidaying and relaxation and the Managing Committee members, with their spouses, responded enthusiastically to this proposal. HRAEI In order to interact one to one with the hoteliers of the 13 states of Eastern India, the Managing Committee of HRAEI decided to flag off its new initiative with Sikkim. Accordingly, the 3rd Managing Committee meeting of HRAEI was organised at the Mayfair Spa Resort & Casino, Gangtok on November 27, 2014 followed by cocktails and dinner. 14 Prominent hoteliers of Sikkim, Commissioner Industries, Govt. of Sikkim, Finance Secretary, Govt. of Sikkim and a large team of Managing Committee members, with their spouses, attended this meeting. President, Hotel & Restaurant Association of Sikkim, Mrs Prema Lamtha’s December 2014 I www.fhrai.com I main query, as expected, was on recovery of capital subsidy claims under the NEIIPP 2007 scheme of the government of India. The President of HRAEI, Mr.Sudesh Poddar, assured everyone present that the association was pursuing the matter aggressively with the concerned authorities both at the centre and state levels for expeditious settlement of all pending claims of investors in the north-east region. Mr. TS Walia, President FHRAI informed the hoteliers that he has taken up the subsidy matter in the inter-ministerial conclave held at New Delhi on 12-13 November 2014. Explaining the priorities of HRAEI in the current year, Mr. Pranav Singh, Hony. Secretary, HRAEI said; “We have decided to promote and strengthen HRAEI and to make its voice loud and effective so that it can play a seminal role in supporting the growth of hospitality and tourism sector in our country in general and eastern region in particular. For this, it is imperative to involve our fraternity members more actively and inculcate brotherhood among our members.” FHRAI DESK HRANI DELIBERATES UNREASONABLE NOTIFICATION OF SERVICE CHARGE (L-R- Sitting) Renu Thapliyal, Secretary General; Bharat Aggarwal, Treasurer; Luv Malhotra, President; Garish Oberoi, Hony Secretary and R.D. Anand & Arun Dang, Hony. Jt. Secretary at the MC Meeting T HRANI he meeting of Managing Committee of HRANI was recently held in New Delhi. Matters concerning the hospitality industry were deliberated by the Committee. The notification issued by Excise and Taxation Department, Union Territory, Chandigarh with regard to prohibiting hotels /restaurants to levy Service Charge in Chandigarh was addressed. The legal opinion sorted on the subject was discussed by the Committee and it was decided to challenge the notification in Punjab and Haryana High Court after submission of representation to the 16 December 2014 I www.fhrai.com I Government. The Committee also deliberated the issue with regard to 3- Star and above category hotels categorised under Red Category Industry by Central Pollution Control Board resulting into stringent rules, compliance monitoring regime and exorbitant consent fee by all state Pollution Boards. It was decided to represent the same in coordination with FHRAI with Ministry of Environment and Forest and Central Pollution Control Board including Ministry of Tourism. The meeting was preceded by a visit to the renovated office of HRANI. FHRAI DESK NATIONAL GREEN TRIBUNAL T he Committee constituted by the National Green Tribunal vide order dated 25.09.2013 has filed its final report before the Tribunal in compliance of NGT Order dated 19.09.2014 after giving a copy to the Counsel appearing for the other side as well as the respondents including Hotel & Restaurant Association of Northern India (HRANI). The matter came up for hearing on November 18, 2014 and the Tribunal directed all the respondents to file response, if any, before the next date of hearing i.e. December 17, 2014. HRANI Mr. Luv Malhotra President, HRANI and Mr. S.M. Shervani, Chairman, Legal Sub – Committee, HRANI including other members of Legal Committee Sandeep Anand Goyle and Garish Oberoi convened an urgent meeting on November 22, 2014 for finalising the Association’s response in regard to the Final Report. The Committee has decided to file a comprehensive response after collating all the suggestions with expert opinion from the Association’s counsel before the Tribunal. HRAWI OPPOSES BAN ON LIVE ORCHESTRA BY DAMAN ADMINISTRATION T HRAWI he office of Deputy Collector of Daman has recently issued a circular revoking permit for live orchestras in hotels, bars and restaurants. The reason for the ban has been cited as a way of preventing Daman from becoming a hub for prostitution and other illegal activities. The Hotel and Restaurant Association of Western India (HRAWI), terming the move as arbitrary, without basis and effectively harmful for tourism, has opposed the ban. 18 “The administration claims that there may be cases of prostitution and illegal activities taking place under the pretext of live orchestras. But this is baseless and merely presumptive. Concluding that all live orchestras are indulging in such practices is arbitrary and sets a bad precedent. Many hotels and restaurants that have heavily invested both capital and time for setting up infrastructures are now in a soup on account of this ban,” said Mr. Bharat Malkani, President, HRAWI. “Hoteliers and restaurateurs are in a fix. They invest in businesses and projects based on stable Government policies. Every enterprise is built around projected returns on investment. December 2014 I www.fhrai.com I But if policies are changed arbitrarily, they will not be able to plan for the future. In specific relation to this ban, many hoteliers had invested in artist promotion and popularising the concept of live orchestra. With this immediate ban, not only the enterprises will begin to incur losses immediately but also tourism as a whole will be hampered. With New Years eve just a month away, a sudden jerk in the mechanism of hospitality will certainly be a cause for tourists to withdraw their visits and/or stays from here to other places, eventually resulting into deficit in revenues for the state’s coffers as well,” he added. “We stand by the administration for its stance against illegal activities under the disguise of live performances. The law should be vigilant and should take action against erring establishments who bring a bad name to the region and tarnish the reputation of tourism in the state. However at the same time, we request the administration to look at the flip side of the decision and reconsider banning all the establishments from conducting business ethically,” concludes Mr. Malkani. FHRAI DESK HRAWI ORGANISES SEMINAR FOR TAX AWARENESS (R-L) Sheel V. Bhanushali, Dilip Kothari and Govind Gopaldas Goyal A s part of the initiatives taken for the benefit and awareness of hoteliers and restaurateurs, the Hotel and Restaurant Association of Western India (HRAWI) had organised special seminars to understand the impact of VAT, luxury tax and service tax on various activities of hotels and restaurants. The seminars will be organised for Food Business Operators (FBOs) in various cities of the western region including Mumbai, Pune, Bhopal, Ahmedabad, Goa and others in the coming months. The first seminar held at The Ambassador hotel, Mumbai, received an overwhelming response from the FBOs. The session on VAT and Luxury Tax was addressed by Govind Goyal, a well-known chartered accountant and Sheel Bhanushali spoke on matters related to Service Tax. Govind Gopaldas Goyal HRAWI “The hospitality industry is presently gripped by several harsh policies and; direct and indirect taxation that is hurting the sector. It is very important for everyone in this industry to be abreast of changes taking place from time to time. For this, the association has and will continue to organise such seminars in the interest of our members,” said Mr. Bharat Malkani, President, HRAWI. Amar Bafna 20 December 2014 I www.fhrai.com I Delegates at Seminar NEWS UPDATES NEW FACES IN THE MINISTRY OF TOURISM Picture: Simran Kaur Dr. Mahesh Sharma, Minister of State Tourism & Culture (I/C) and MoS Civil Aviation Dr. Mahesh Sharma has taken over as the Minister of State Tourism & Culture (Independent Charge) and MoS Civil Aviation. Dr. Sharma has replaced Shripad Yesso Naik, who will now be handling AAYUSH (I/C) and Health & Family Welfare. A doctor by profession, Dr. Sharma holds an MBBS degree and is also the Chairman and Managing Director of Kailash Healthcare Limited. RAILWAY ROADMAP FOR 50-70 MEGA PROJECTS IN 60 DAYS Picture: Simran Kaur RAILWAYS Suman Billa, has joined as the Joint Secretary, Ministry of Tourism (MOT), Government of India. Before this he was Secretary of Tourism, Government of Kerala. He is a 1996 batch IAS officer and has studied at the Madras Christian College, Jawaharlal Nehru University, Delhi and has been a British Chevening Gurukul Scholar at the London School of Economics. Picture: Simran Kaur MOT T he Ministry of Railways is in the midst completing an exercise for preparing an exhaustive roadmap for execution of between 50-70 mega railways projects in the next five years through PPP model for which necessary consultation process would be finalised in the next 60-days. Addressing a PHD Rail Infrastructure Summit-2014 under aegis of PHD Chamber of Commerce and Industry in Delhi, Minister of State for Railways, Manoj Sinha unveiled that the identified projects would be shortly put on the website of the Ministry of Railways with all 22 December 2014 I www.fhrai.com I details and deadlines for their commissioning to attract wider participation of investors for their timely execution. Sinha also said that the future successive budget of the railways would be prepared to serve the government’s intention of executing mega railways projects under its five-year agenda plan and to push the consultation process so that the execution is not delayed at any cost and cost escalations arising out of normal delays in such projects are prevented for good. NEWS UPDATES PREMIER INN MUMBAI WORLI TO DEBUT IN 2018 WITH 350 KEYS ENTRY A s part of their international marketing plan, Premier Inn, UK’s biggest hotel chain, announces its first property in Mumbai. This edition will mark the debut of Premier Inn hotels in Mumbai, catering to the vibrant city’s mid-scale market segment. Premier Inn Mumbai Worli, which will feature 350 rooms, is strategically located in the Lower Parel district, between the Central Business District, Santacruz Airport and the North Mumbai Business Districts. Aly Shariff, Senior Vice President, Operations (Asia), said “We are extremely proud to be a setting up a property in Mumbai. This property is essential to Premier Inn’s growth strategy and fulfils our objective of entering the mid-scale hotel market of Mumbai. We are offering a unique product, which is perfectly designed to host business travellers as well as families. The property is scheduled to open in 2018 and we look forward to welcoming guests to the Premier Inn experience.” ACCOR LAUNCHES UPSCALE GRAND MERCURE IN GOA O wned by the Shrem Group and managed by Accor India, with OPENING 121 keys the hotel is being called Grand Mercure Goa Shrem Resort. The getaway is situated on the calm and inviting corner of Candolim road and is only 40 minutes from the airport by car. Nitan Chhatwal, MD, Shrem Group, said, “We are delighted to be associated with the Grand Mercure brand in India, and are confident of Grand Mercure Goa Shrem Resort being a preferred choice for travelers. With this association, we plan to bring the best of hospitality to leisure and business travelers to the region”. Manish Dayya, General Manager, Grand Mercure Goa Shrem Resort, said, “Our aim at the Grand Mercure Goa Shrem Resort is to create a memorable experience for all our guests. The resort has been designed as an upscale escape for families and couples offering solitude, comfort and a well-deserved holiday slumber! With unique dining concepts on offer, the resort strives to delight guests’ palate with an array of flavours”. 24 December 2014 I www.fhrai.com I NEWS UPDATES LOYALTY ‘YOUR WORLD REWARDS’ S tarwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and Emirates Airline are announcing a new partnership providing reciprocal benefits to Starwood Preferred Guest (SPG) and Emirates Skywards members. The program, Your World Rewards, began on Nov. 19 and allows SPG and Skywards elite members who register for the program, to elevate their earnings and benefits when they fly with Emirates or stay with SPG Participating Hotels. With Your World Rewards, SPG and Emirates Skywards members will now earn in the air, on the ground and around the world. Whether on business or leisure, registered SPG and Emirates Skywards members will enjoy the best in travel from take-off to check-out with rich benefits, personal service and extensive access around the world through this partnership of two loyalty programs. Elite SPG and Emirates Skywards members will receive exclusive rewards of each loyalty program. Skywards Gold and Platinum members will have the opportunity to upgrade their hotel experience, receiving exclusive benefits including access to SPG elite check-in, 4:00 p.m. late check-out and complimentary in-room Internet access. LAUNCH SAROVAR PORTICO DEBUTS IN JALANDHAR industrial and commercial activity. Sarovar Portico will add to the charm of the hospitality sector in the region by offering best services and facilities.” Sharing details on Sarovar’s expansion plans in Punjab, Bakaya stated that, “Jalandhar is the largest developed and cleanest city of Punjab state. Looking at the rate of rapid industrialisation in Jalandhar, we plan to open Park Plaza very soon here. Also, to cater the massive tourist footfall in Amritsar, the group is looking forward to come up with Sarovar Portico in 2016.” S arovar Hotels have opened Sarovar Portico in Jalandhar with 42 Rooms and Suites. This will be the sixth property of the Sarovar Group in Punjab including Chandigarh. Located near BSF Chowk, G.T Road, Sarovar Portico-a unit of Armani Buildcon, ensures comfort for both business and leisure travellers. The hotel promises to offer unmatched contemporary services and facilities in Jalandhar. Ajay K Bakaya, Executive Director, Sarovar Hotels said, “In recent years, Jalandhar has seen rapid urbanisation and has developed into a centre of HOUSEKEEPING TRENDS Today hotels are dealing with well travelled and experienced guests. Many are from homes with the best of living conditions. The pressure is on housekeeping staff to go a step further, making the ‘home away from home’ more perfect. We try to gage the competitive edge from Executive Housekeepers of well run hotels. Kanchan Nath 26 December 2014 I www.fhrai.com I 3LF&RXUWHV\6RÀWHO0XPEDL%.& COVER STORY Pictures on this page: Simran Kaur Garima Nagpal Executive Housekeeper The Imperial, New Delhi BUDDY SYSTEM FOR ASSOCIATES Housekeeping Special HOUSEKEEPING MANTRA 28 Be prepared, there is nothing that a guest can throw at you which you are not in a position to deal with. Take quick actions, take a decision immediately and do not delay asking for affirmations. You are the best judge. Be firm, the guest is not always right! Instances abound of petty theft and grand larceny in hotel rooms. MATTRESSES, PILLOWS & TURNDOWN SERVICE We use mattresses from Sealy a well known brand internationally. The length and breadth depends on the size of the bed! Ours are 72” X 84”. Housekeeping has evolved into becoming tech-savvy even if compared to six years ago The thickness is the main factor and we have an eight inches thick mattress. They are reversible, firm and not too hard or soft. Our pillows are polyfill, anti allergenic with a high thread count covering. December 2014 I www.fhrai.com I SPICK AND SPAN ROOMS Each room is physcally checked by the floor manager before clearing it to front office. We use the opera system for managing the room inventory with front office. Housekeeping has evolved into being quite tech- savvy even if compared to six years ago! Mobile phones are used to stay in contact and maintenance orders/communications are done through tele-conversations only. The average supervisor now needs to be literate and hands on to keep a proper control of the operations. STAFF TRAINING PROGRAMMES New associates are placed on a buddy system i.e. an older experienced one trains the new entrant on the job. Classes are also held for them in the foundation modules. Operating procedures are taught thorough skill training in class rooms and one to one lectures. General training is carried out by the training dept. Re-training is done yearly and each employee has to attend a minimum number of classes. Daily Briefings keep staff updated on current changes in the hotel and in touch with business trends. Visual impact through dynamic notice boards keep the interest levels high and positive strokes abound through reading out of guest letters of appreciation. GREEN PRACTICES We have introduced recycled bags for laundry/ dry-cleaning and newspapers by using the drinking water plastic bottles generated in the hotel to be converted to yarn and woven to our specs. Chemicals used in laundry are non polluting and further all waste is treated by in house STP plant and recycled for watering in the lawns. MAKE LIFE ‘MAGNIFIQUE’ FOR OUR GUEST HOUSEKEEPING MANTRA Our Housekeeping mantra at Sofitel Mumbai BKC is “To magnify the 5 senses (Sight, Touch, Taste, Smell, and Hearing) right from the lobby and rooms, to the restaurants and spa… to make life Magnifique for our guest”. BED & BATH LINEN TRENDS High quality linen is mandatory for any 5 star hotels. 100 per cent Egyptian cotton with a 400TC has been a trend for all Luxury hotels. This sensorial approach to touch extends itself into the bath room with Yves Delorme bath towels. MATTRESSES, PILLOWS & TURNDOWN SERVICE The unique ‘My Bed’ concept, exclusively designed for Sofitel, is the perfect example of Sofitel’s attention to ultimate comfort. My Bed is a perfect combination of a mattress (by Epeda), a featherbed onto which comfortable pillows (feather down as well as Hypoallergic polyfill) and fluffy duvet, are placed. Being light weight, these materials are easy to handle while changing linen as well as turndown service, and is user-friendly and manageable, especially by female ambassadors. The size of the Sofitel My Bed mattress is 180cm X 200cm. SPICK AND SPAN ROOMS WITH TECH-SAVVY HOUSEKEEPING Every room is cleaned on a daily basis by the Housekeeping ambassador in charge of the floor. Before every guest arrival, a quick preventive check is done to make sure the room is defect free. As soon as a room is cleaned by the ambassador, they enter a code from the individual room phone and update the status saying ‘cleaned’. Moreover, the supervisors have to make sure it is re-checked and the room status is changed from “clean” to “inspected.” This shows that the room is ready for the guest to arrive. PUBLIC SPACES & THE LOBBY AREA Public areas should be absolutely impeccable and sparkling for it to look appealing and inviting. In order to appeal to all five senses, the housekeeping team also ensures that all public areas have a signature scent that exudes French elegance and is subtle and not too overpowering. Floral arrangements are also placed in strategic areas to draw attention from the guests. STAFF TRAINING PROGRAMMES Shop floor training is a must in housekeeping. It covers practical training and eye for detailing. Team building exercises (games, yoga, etc) once a week is a great way of motivation for the team. GREEN HOUSEKEEPING We have a ‘Plant 21’ program in housekeeping, which is supported by our guests staying at Sofitel. It is a program where guests have a choice not to get their linen and towel changed on a daily basis. Apart from this we use bamboo plants in the rooms instead of using Shilpa Kosambia Executive Housekeeper Sofitel Mumbai BKC To magnify 5 senses (Sight, Touch, Taste, Smell, and Hearing) beginning from the lobby and rooms, to the restaurants and spa flowers, thereby using minimal floral arrangements that need to be changed on a daily basis. We sanitize and recycle our used soaps and give it to charity. Housekeeping Special COVER STORY COVER STORY Sweta Bhaduri Executive Housekeeper The Peerless Inn, Kolkata GIVE SERVICE FROM YOUR HEART HOUSEKEEPING MANTRA Our Mantra - We play our part with dignity and pride giving all service from heart. BED & BATH LINEN TRENDS Housekeeping Special Bed linen - 300 TC Satin stripe (700 to 1700 GMS with lifespan of 120 wash) Bath linen - 575 GSM with lifespan of 150 wash 30 Size : Double - 72’’x78’’x8’’, Single - 78’’x36’’x8’’ Turndown service helps to keep proper shape of the mattress corners where bed has envelope fold and looks Eagle eye test of each Supervisor is done quarterly to verify and improve on their eye for details MATTRESSES, PILLOWS Mattress: Make Springwel. Specification - Bonel spring mattress made of fire resistance fabric with polypropylene mesh as insulator. neat. Pillows: Make Reliance. Specification - Recron750 GSM Hollow conjugated siliconized fibre. Size 20’’x30’’. CLEANING CARPETS, RUGS & CURTAINS We regularly use vacuum machine to remove dust. Spotting is done as and when required. Periodical shampoo is done with dry foam which gives a fresh look and provides higher longevity of the carpet. Fabric freshener is used on curtains and washed periodically. Cocoon steamer is used to give a fresh look to the curtains. The carpet shampoo service is outsourced. New equipment added to laundry includes Flat bed press/Flat work ironer/Foam finisher & Dry cleaning machine. December 2014 I www.fhrai.com I SPICK AND SPAN ROOMS All guests’ rooms are checked by the Supervisors physically before releasing. Some of the released rooms are checked at random by other Departmental HODs for their observations and subsequent rectifications are done before guests’ checks in. Eagle eye test of each Supervisor is done quarterly to verify and improve on their eye for details. Hotel audit is done by Executive Housekeeper and GM. PMS Enterprise version 4.1 from IDS Enterprise is used where colour coding helps to maintain inventory of clean and unclean rooms. After three rings on control desk phone, it gets automatically transferred to the Executive Housekeepers mobile. This helps to track all guest calls. STAFF TRAINING PROGRAMMES We provide, on the job training. We also provide audio visual training Display/ Team bonding slides/videos to motivate the team members. We have the eagle eye test, fire fighting training and weekly appraisal GREEN PRACTICES “Greener Planet” card along with “Water Conservation” card placed in all the guest rooms to maximise reuse of bed/bath linen in guest rooms. Re use of laundry bag/news paper bag and computerised reports to minimise usage of papers. COVER STORY duvet with cover and towels with high GSM are used in compliance with latest market standards. To enhance the beauty of the guestroom cushions and shams along with bed throw and towel arts is placed on the bed is highly praised by our valuable guests. MATTRESSES, PILLOWS & TURNDOWN SERVICE Gaurav Sharma Executive Housekeeper Jaypee Residency Manor Mussoorie SUCCESS BY TOGETHERNESS HOUSEKEEPING MANTRA Our housekeeping mantra is to achieve ‘Success by togetherness’, by which we ensure all the given tasks are completed scrupulously, adhering to the hotel SOP’s. Housekeeping Special BED & BATH LINEN TRENDS 32 We keep our rooms clean, crisp and neat with no fuss, premium quality bed sheets, pillows with covers, December 2014 I www.fhrai.com I We have single bed (L - 6.5 ft X W – 4.5 ft) and king size bed (6.5 ft X 6.5 ft) pocket spring mattresses in guest rooms, as the name suggests it minimizes the movement that is created when a guest toss or turn or get in and out of the bed during night, it gives a serious impact on the quality of great night sleep. The big size of the mattress ensures that the guest have complete relaxation. We use different varieties of pillow in guest rooms. Polyester fibrefill pillow, feather pillow, latex foam pillow, memory foam contoured pillow, memory foam back/leg cushion, pure cotton pillow, bolster, baby pillow. SPICK AND SPAN ROOMS We follow three tier (room boy, supervisor and executive) checking system, room boys make a room as per the approved checklist, floor supervisors then check a guestroom thoroughly as per the supervisor checklist and make the room flawless after attending all the housekeeping and engineering points. Before arrivals, an executive also vouch the room anticipating the guest needs. OPERA is software that helps to maintain the room’s inventory and today we are able to Before arrival, an executive checks the room anticipating the guest’s needs maintain guest history (know their likes and dislikes, birthdays and anniversaries, valuable feedbacks) help us to be proactive by fulfilling all the needs in advance, during his next visit. GREEN PRACTICES Green chemicals are used for cleaning like Crew, Stride, Glance and Good sense. Herbal chemicals are used for pest control. An environment tent card is placed in rooms and bathroom for guest awareness to help us save water. All the discard linen is recycled as dusters and mops. STP treated water is used for irrigation. COVER STORY crisp white bedding of high thread count and pillows with individual tags of ‘soft & firm’ that offer guests to choose their desired type of pillow. Hand painted bold bed linen designs and metallic shade throwover concept has recently entered the market which gives a pastel shaded room a bright makeover and a fun look. MATTRESSES, PILLOWS & TURNDOWN SERVICE Sumeet Goyal Executive Housekeeper Holiday Inn New Delhi International Airport EYE FOR DETAIL HOUSEKEEPING MANTRA We believe in genuine hospitality and innovative comfort. Three key words ‘’Eye for Detail’’ is the mantra for good housekeeping. Guest experience for housekeeping starts even before he/she enters the hotel premises. Hence area and responsibility increases accordingly. BED & BATH LINEN TRENDS We follow the Holiday Inn Hallmark and deliver guest with a great bath and bed experience. The beds have 34 December 2014 I www.fhrai.com I Holiday Inn New Delhi International Airport follows its international standards and has mattresses of top brand which have been approved by IHG. Our mattresses have the Posture Springing System, which is made of one continuous coil to give an interlinked system so that the body’s weight is spread throughout the mattress. Our mattresses are fire retardant as per international standards and have a pillow top for added comfort. The mattresses also have an anti-dust- mite fabric and Joma wool that has cooling properties and absorbs extra moisture. Sizes of same for king are 1810mm x 2030mm x 270mm whereas twin is of 1050mm x 2030mm x 270mm. We use goose feather pillows with individual tags of ‘soft & firm’ that offer guests to choose their desired type of pillow. The hotel also provides a pillow menu with five types of pillows on request for guests. Since we are an Airport hotel, the length of stay of a guest is very small. We do not wish to disturb our guest by knocking on the door time and again for various services we have to offer. Hence we offer Turndown services to VIP and Suite rooms only, however a turndown service is given if requested by a guest. The guests are happy as they can relax without being disturbed and they are fresh to catch their next flight. The re-launch has improved quality and service levels, and drive consistency, creating a new, more contemporary brand image for the hotel SPICK AND SPAN ROOMS WITH TECH-SAVVY HOUSEKEEPING The re-launch has improved quality and service levels, and drive team we have to ‘’Catch people doing right things’’. Everyone feels motivated when they are appreciated for their efforts and hard work. Training also plays an important role in motivation. Sometimes, reassignment, rotation, or transfer of a discontented party will restore a workgroup’s motivation level. All this combined with recognition, training, planning and communication helps at a certain level to stop attrition. GREEN HOUSEKEEPING consistency, creating a new, more contemporary brand image for the hotel. We use I-Clean which is a step by step guidance set up by IHG for all its hotels. The core components of I-Clean are: Firstly “One and Only Way” cleaning system - specifies the sequence, methods, tools and chemicals for cleaning each and every guestroom. Secondly, Audit / retraining process - provides a structured way to audit cleaned guestrooms and collect data to ensure that the cleaning process is being followed correctly and guestrooms are of a high standard of cleanliness. STAFF TRAINING PROGRAMMES Human tendency is to point out wrong things, to get it corrected, that’s fine but to motivate the Chemicals used in our property are all eco-friendly. Optimum use of resources is also one of the greatest contributions to green practices. We follow 3 R concept of Waste management; Reduce Reuse Recycle. Recycling of linen, use of bio-degradable products where ever possible like garbage bag, laundry bag are few examples of green practices at our property. Housekeeping Special COVER STORY COVER STORY cent terry cotton and treated to be skin friendly. The increase in GSM (grams per sq metre) automatically increases the softness of bath linen which in itself is a symbol of luxury. MATTRESSES, PILLOWS & TURNDOWN SERVICE Vishal Sapra Director Rooms Hyatt Regency Gurgaon HOME AWAY FROM HOME HOUSEKEEPING MANTRA In line with our Hyatt standards, our guests’ needs and preferences are extremely important to us and we always aim to incorporate the same in our services. We make our guests feel at ‘home away from home’. Housekeeping Special BED & BATH LINEN TRENDS 36 Our bed linen is made up of 60 per cent cotton and 40 per cent polyester which makes it very smooth and is gentle on the skin. We also have an entire range of “feather free” set of pillows for guests who have feathers or related allergies. Bath linen again is made of extra coil and cozy 100 per December 2014 I www.fhrai.com I We use “Restonic” mattresses of size 72”*78. For pillows we use three types – soft, hard and anti-allergic. With the exception of anti-allergic pillows, these are all made of duck down feathers which is extremely popular with elite and frequent travellers. SPICK AND SPAN ROOMS WITH TECH-SAVVY HOUSEKEEPING To ensure that rooms offered to our guests are as per Hyatt standards each time, we have a two level check process. After the room is prepared for arrival by Room Associates, it gets checked by Assistant Manager for hygiene and all Hyatt standards. We use Property Management System (Opera) for maintaining the inventory of status of the rooms. Triton /Hot Sauce which are Guest requests Management software’s, also act as a medium to maintain communication with allied departments for requests, maintenances and other guest related issues. PUBLIC SPACES & THE LOBBY AREA We train our people to have attention for detail and ensure that all public areas are kept spic and span at all times. Whether it is the After the room is prepared for arrival by Room Associates, it is checked by the Assistant Manager for hygiene and all Hyatt standards placement of furniture, flowers or other artefacts, everything has to have an impeccable appearance at all times. STAFF TRAINING PROGRAMMES There are daily, weekly and monthly training programs conducted for the team to enhance their knowledge, skills, team spirit and bonding within the team. Daily training includes on job trainings. We also conduct classroom sessions and webinars for advanced trainings. GREEN HOUSEKEEPING Green house practices are an integral part of our housekeeping. We are taking small but sure steps towards the same. Things like drip irrigation, use of organic fertilisers and soil amendments, usage of treated STP water for irrigation, linen reuse and environment friendly tents cards in the rooms to promote green practices through guests and of course, recycling stationery and papers for admin use. COVER STORY BED & BATH LINEN TRENDS Tux Hospitality delivers guests with great bath and bed experience. The beds have crisp white bedding and pillows with individual tags of ‘soft and firm’ that offer guests to choose their desired type of pillow. We also have special pillow menu where we provide around 20 options. We also provide variety of mattresses like hard/soft/smooth/orthopaedic for our guest’s who have orthopaedic problem. MATTRESSES, PILLOWS Anish Srivastava Operations Manager Mosaic Hotels, Noida We are in process of upgrading to Sealy Spring Mattress based on posturepedic technology which is of the thickness of around 8 inch only improved the hygiene but also improved the quality of work. We have a property management system where one can automate changes in the housekeeping status of the rooms from dirty to clean or vice-versa with the help. We also have software that sends out messages to the housekeeping supervisor on shift, when a guest makes any request for a certain service, such as towels or room Our housekeeping philosophy is Luxury with Responsibility HOUSEKEEPING IS THE BACKBONE OF HOTEL OPERATIONS Housekeeping Special HOUSEKEEPING MANTRA 38 The Housekeeping department is the backbone of Hotel operations. The mantra of Housekeeping is to been passionate, persistent and has a keen eye for details. Guest experiences for housekeeping start even before he/ she enters the hotel premises. Hence area and responsibility increases accordingly. Keeping the guest at the heart of whatever we do and delivering clean and comfortable rooms consistently every time our guest stays with us our philosophy. Our mantra is to make the housekeeping experiences special for customers, so they come time and again. December 2014 I www.fhrai.com I and 10 inches. Other specifications can be changed as per size of the bed. SPICK AND SPAN ROOMS New tools and equipment have helped a great deal in improving the productivity of a housekeeping staff. Using of micro fibre has not cleaning, etc. If the guest request is not met on time, then the request elevates to a higher authority. Such features help reduce efforts on repetitive tasks and reduce the chances for errors. GREEN PRACTICES Sustainability has become the latest trend. It encompasses energy efficient lighting to water saving bathroom hotels. In our hotel we use eco friendly linen. This linen has a longer life and greater absorbency. For a longer operation these eco friendly linen reduces the laundry operation cost and linen cost. We also rigorously follow water reuse and ozone system in laundry sanitation. We also use reusable laundry bags instead of the standard paper or plastic bags. Our housekeeping philosophy is Luxury with Responsibility. COVER STORY a comforter. On the contrary, the usage of a sparklingly clean white duvet cover with think embroidered edges, still win the race and are used in resorts and hotels globally. The simple, elegant and finished look is preferred over any other style of bedding, as compared to colourful bed runners, bed- throws and pillow shams with patterned throw pillows. MATTRESSES, PILLOWS Preeti Thakur Executive Housekeeper Kempinski Ambience Hotel Delhi CLEAN AS YOU GO Housekeeping Special HOUSEKEEPING MANTRA 40 Primarily, it is housekeeping that keeps an organisation alive and is one of the major criteria for choosing to visit any venue. At Kempinski Ambience, we believe in ‘clean as you go’ mantra where cleanliness is everyone’s responsibility in a hotel (operation and non-operation team members). Our team appreciates that each team member in the hotel contributes towards it either by driving the initiative or by seeking support from Housekeeping directly. BED & BATH LINEN TRENDS Many hotels have started offering thicker linen to showcase luxury. In a few cases, guests are offered triple-sheeting where a third sheet is placed on the bed instead of In our hotel, we use Slumberland Pocketed Posture Spring Mattresses (200cm W x 210cm L x 23cm H) for King beds whereas the size reduces to 110cm W x 210cm L x 23cm H for Twin beds. The specialty of these mattresses is the unique pocketed posture springing system it provides for extra comfort to the body. Our beds also have a layer of mattress topper on the regular mattress for extra cushioning. The bedding in our hotel is from a German manufacturer, Muhldorfer. We offer a Comforter Menu for the guests to choose from the available range of bedding and pillows. The menu also gives you a choice of eight pillows to choose from. SPICK AND SPAN ROOMS The Housekeeping Supervisor ensures that each room has been cleaned complying with the standards. Thereafter, the room status is uploaded on the system that can be referred to at a click of the mouse. In addition, we use softwares like Opera for room inventory and Hot SoS for service optimisation. Opera plays a strong role in identifying global preferences that can be shared with hotels worldwide at a touch of a button. This has eased the process of communication thereby making it highly efficient and prompt. Hot SoS helps save time, manage productivity and control delays. The Front Office Manager, Evelyn Keane adds that Opera also manages Reservations, Revenue, Front Office as well Rooms Management. We work diligently to make rooms available for guest’s arrival and make available room Primarily, it is housekeeping that keeps an hotel organisation alive for inspection as well at the same time. Advanced PMS helps Front Office identify and allocate a clean vacant room (by colour coding and abbreviations). This way, the Front Office personnel issues a room key without involving Housekeeping. STAFF TRAINING PROGRAMMES Housekeeping Executives and Managers go through the ‘Train the Trainer’ programme and Time To Talk Together (TTTT). Hotels devise and follow a training calendar for the coming months based on our observations about individual’s performance. A new training software has been introduced, Lobster Ink, that has multiple video lessons covering all aspects of Housekeeping. This is followed by an online test by the attendee which then paves way to a practical assessment based on the training topic. GREEN PRACTICES Servicing rooms in natural light is an initiative we have taken during summers this year and we will be witnessing the first winter season with the same. Secondly, we have started practicing to keep laundry operational on alternate days during moderate or low occupancy. This helps us in saving the HLP cost and the chemical usage too. December 2014 I www.fhrai.com I COVER STORY Uday Singh Executive Housekeeper Shangri-La’s-Eros Hotel New Delhi SUPPORTING YOUR COLLEAGUES HOUSEKEEPING MANTRA Housekeeping Special The two main mantras for good Housekeeping are ‘eye for detail’ and ‘supporting your colleagues’. The guest experience for housekeeping starts when he/she enters the hotel premises and ends when the guest leaves the hotel guests. 42 BED & BATH LINEN TRENDS We are using 100 per cent combed cotton bed sheet with 300 and 800 thread count which makes the bed extra crisp and gives white shiny look. The bath linen currently in use is light in weight and made up of 100 per cent combed cotton terry. The bathrobe is also soft and light in weight. It is made up of poly cotton waffle for outside layer and combed terry cotton for inner layer. This linen can easily be cleaned in the laundry without using any hard chemical treatment. MATTRESSES, PILLOWS & TURNDOWN SERVICE The mattress which we are using is non flip pocketed coil mattresses. It has cloth handles on both side of the mattress so that mattress can be easily lifted and moved. December 2014 I www.fhrai.com I It has certified spring steel wire grade three tempered coil springs for better support. Thickness of the mattress is around 25 cm. It has 4 inch thick firm sitting edge which gives the guest more comfort. The type of pillow we use in the bedroom is feather pillow and the brand is comfy living. OPERA helps us to know about guest history, their last visit, and their preferences SPICK AND SPAN ROOMS WITH TECH-SAVVY HOUSEKEEPING As hotels operate on a 24 hour clock the wastage of resources is a lot more in comparison to the other segments. Hence it is very important for every hotel to head towards the green movement and educate their staff and guests about the necessity of the three key words – reduce, reuse and recycle. We have taken measures towards being a “Green and Ecofriendly hotel”. We use eco-friendly chemicals which are not harmful for the environment, the trolley covers used for cleaning guest rooms are made from discarded curtains. Each and every room is checked twice after the room cleaning. First the room attendant checks the room properly and makes sure that everything is done properly. The second check is done by the supervisor and he makes sure the room is spic and span. We are using internationally renowned software called OPERA which helps us to maintain the inventory of clean and dirty rooms. It also helps us to know about guest history, their last visit, their preferences, their time of arrival and departure. GREEN PRACTICES OPINION Presidents of Regional Associations of FHRAI, share their viewpoints on how 2014 has been for Indian hospitality. They tell us about the main challenges that the hoteliers faced in 2014. They also deliberate on their agenda and expectations from 2015. , 4 1 0 2 T C E P S O RETR AGENDA 2015 RETROSPECT 2014 The year 2014 has been another bad year for the Indian hospitality industry. While business has been heavily affected, costs have gone up. We have seen for the first time in so many years, hotels either shut down or put up for sale. Bharat Malkani President, HRAWI The main challenges that the industry has faced are: Reduction of Foreign Arrivals in India. Given the fact that Indian hotels are the highest taxed in the region (in comparison to Singapore, Malayasia, Sri Lanka and Thailand) we have lost another year to our smaller neighbors. A simple illustration is that 23 million Indians travelled abroad but only 7.5 million foreigners visited India! It shows that even Indian tourists find it cheaper to holiday out of the country instead of in India. The Foreign Arrivals number is also not accurate, since half of these are Indians settled abroad that are coming home to visit 44 December 2014 I www.fhrai.com I friends and family. In the past few decades India has produced engineers, doctors and various industry experts for the global market. Many of these have taken a foreign passport and are treated as foreigners when they visit India. However, these ‘tourists’ normally do not stay at hotels or visit too many tourist resorts but spend time with their families and as such should not be classified as tourists. Input costs have gone up dramatically but revenues have gone down. Many hotels are therefore operating in losses. Inflation over the last few years have been in double digit and coupled with reduced travellers movement, hotels are suffering. There seems to be no cohesive Tourism policy in place that is promoting development of our country’s potential. In various places there are new policies being announced that curtail tourism. Daman administration has recently put a blanket ban on orchestras. Mumbai Municipal Corporation has hiked the property tax on hotels as much as 300 per cent! In mountainous areas, hotels with swimming pools have been brought under the RED tag by the Ministry of Environment. OPINION AGENDA, EXPECTATIONS, DEVELOPMENTS 2015 We expect that the representation made by the FHRAI is looked upon seriously by the Indian Government. The time has come to make India a preferred tourist destination. The FHRAI is a professional body made up of top quality hospitality professionals. Its members have spent a lifetime in giving services to tourists and they know the pulse of this industry. The challenges are the same as before. We continue to decline and promote our neighboring countries for better tourism experiences. As Indians we should consider it a shame that a city state like Dubai gets more tourists that India! If we cannot fathom the meaning of this statistics then there is something seriously wrong with the way we are running this industry. RETROSPECT 2014 2014 started as 2013 ended. Hospitality Industry continued to go through pain. The General Elections were the main focus of the UPA led Government and therefore Hospitality continued to be on the back burner. However, Electronic Visas and Visa on Arrival were announced but not impleLuv Malhotra mented during UPA. PolitPresident, HRANI ical uncertainty continued to plague any decision making by the previous government which showed in the GDP of the country falling to below five per cent for two consecutive quarters. Investor sentiment was at an all time low for two decades which was reflected in the FDI inflows into the country. Financing for Hotel Developers and Investors has been a big challenge this past year. The declining numbers (Average Rates and Profitability) have put the industry on the negative list of many banks and those that are lending are doing so at high costs. The fear of declining numbers leading to (Non Performing Assets) NPAs in the books of banks is one of the main reasons for the same. The increase in Hotel Rooms Supply was matched by the increase in Room Demand in 2014. However, it came with the added pressure on Average Rates which further fell across the country barring cities like Kolkotta and Goa. Inflation had its impact on all hotels and airlines and most have continued to be in the red. Although there were (and still are) many negative issues relating to the Hospitality Industry in 2014 the announcement of the results of the General Election in May gave the Industry a sense of great optimism in 46 December 2014 I www.fhrai.com I the latter half of the year. The Narendra Modi led BJP Party got a clear mandate. The newly appointed Prime Minister spoke of his 5 Ts (which included Tourism) for the future of country. No Government (in my time in the industry at least) has ever spoken about Tourism as one of their main focus. This (along with the other Ts) suggests that India is poised for a massive growth over the next few years which shall reflect in the Hospitality numbers over the next few years. Although the current numbers are not reflective of the same the sense is that next year will be the start of a new dawn for the Hospitality Industry. AGENDA, EXPECTATIONS, DEVELOPMENTS 2015 Electronic Visa within two days is a game changer and we look forward to the numbers from there. It shall help Travel and Tour Operators to do last minute sales which shall be a big boost across the country. Highly anticipated Budget in 2015: Considering the enthusiastic way the Prime Minister has spoken about Tourism in India and on his tours abroad the expectation of the Industry is at an all time high. As tourism is going to get a boost from E Visas and Visa on Arrival and a return of confidence in India from global investors we expect a shortage of rooms within the next few years. Further, as it takes around 36/48 months to build a hotel in India (aside from clearances) if there should be any benefits to be given to Hoteliers it shall be in the next budget. Banks and NPAs: As banks (both Government and Private) come closer towards March 31st 2015 they will be closely looking at the hotel companies as the current results have not been positive. If they continue with the negative approach towards them expectation is for a few of them to become NPAs. This shall further create a lack of financing from backs and a limited growth in the supply of hotel rooms over the next few years. Reduction in Inflation leading to a reduction in interest costs: With inflation coming down and this being the benchmark indicator for keeping interest rates high there is a high expectation for base rates to be cut before the upcoming Budget session. This will ease the burden on all Industries especially the Hospitality Industry. Quicker response over negative media coverage on India: India has been getting bad press over the last two years whether it is related to corruption, women’s safety or investor sentiment. In all cases there has been an extremely delayed response or none at all in some cases. The new government must give quicker responses. Focus on MICE, The Incredible India Campaign must have a subsection on MICE. India currently is not seen as a MICE destination. OPINION RETROSPECT 2014 The hospitality industry this year is showing signs of recovery with hotels reporting an improvement in Room Occupancy in the third quarter of the calendar year. Average Room Occupancy rate in the quarter ended September, traditionally the lowest period of business for hotels in the Syama Raju year, showed a marginal President, SIHRA increase of less than 3 per cent over the year-ago period., Hotel Occupancies also registered a minor increase of under 2 per cent over the same period in the last year as per statistics available . The change of government at the Centre has improved the business sentiment. There is a slow but steady revival in the sector. Thrust in Business travel because of some improved economic interest in the country. Part of the positive sentiment came from discounted room rates. Some aspects that need to be looked at include: Non- Inclusion of minimum project cost of rupees 50 crore in the Reserve Bank of India’s Infrastructure Lending List. The non- rationalisation of tax structure leading to multiplicity and double tax incidence. The non- liberalisation and simplification of application processes for licenses and permits. Impractical and unrealistic regulations on pollution control, fire license and bar license etc delayed investor interest because of the global economic situation. AGENDA, EXPECTATIONS, DEVELOPMENTS 2015 Presently, the demand is available because of heavy discounting on hotel room rates. Some standalone hotels still continue to struggle. While industry expects some improvement in their business, any significant development in overall business activities in the country will depend on measures announced in the next Union budget. Increase in disposable incomes and the growing middle class, better infrastructure growth, government policy with tourism as a key focus sector. There is also an increased competition with the industry of the SAARC regions. INTERVIEW WE WANT TO PARTNER WITH THE GOVERNMENT Bringing about a paradigm shift in the way associations generally function, Bharat Malkani, President, HRAWI, wants to work in partnership with the Government so that both parties are happy and the customer still wins. Hazel Jain Bharat Malkani President, HRAWI WHAT ARE YOUR PRIORITIES AS THE NEW PRESIDENT? I want the members to have a higher level of interaction among each other. Members who live in tier-II and III cities may or may not have access to the latest technologies, they may not understand the value of social media for their business, and they may not know how to use it. For instance, they may have a hotel in the middle of a cotton farm but may not know how to promote this USP. We therefore have a number of training conferences coming up to bring members up-to-date with the changes happening in the industry. I also want to increase our membership base by 25 per cent this year. Classification should not be a function of a Ministry, it should be a function of the industry Another thing that I feel very passionate about is the environment and I want to involve all our members in becoming more environment-friendly. We are in the least polluting of all industries but we do produce a lot of garbage, most of which is bio-waste. We want to encourage members to convert as much as of this garbage into manure/fertilisers. We have planned training seminars all across India and have identified 48 December 2014 I www.fhrai.com I two NGOs who work in this area for this. This will come at a nominal cost for all members that will include the cost of hosting the team. We will also undertake a Food Safety & Standards Authority of India (FSSAI) training for our members across India. WHAT IS YOUR TAKE ON THE INDUSTRY’S CLASSIFICATION SYSTEM? Classification should not be a function of a ministry; it should be a function of the industry. The standards should be set by the association and it should ensure that its members comply. Our regional tourism directors are busy doing classification and are therefore unable to do other things. The classification process in India is transparent but we don’t think it’s rightly structured. We don’t think that the classification guidelines currently used by the Ministry of Tourism reflect the current state of our industry. WHERE DOES INDIA FIGURE IN THE ENTIRE TAX GAMUT? All hotels are paying luxury tax but we don’t provide luxury. The cut off is `500-800 but its difficult to find a decent hotel at that rate in any city. We would rather move to the Goods & Service Tax (GST) regime. Our recent tax survey that we did gave us some perspective. Paris charges one-two per cent, London is under four per cent; New York is five per cent. You go next door to Malaysia, Bangkok or Sri Lanka and it’s under five per cent. We are paying 17.5 per cent! We are very high even when compared to other international cities based on the purchase parity. WHAT IS THE STATUS ON THE PROPERTY TAX? Property taxes are unbelievably disconnected with reality. The municipality is giving us bills and the hotels have managed to get a stay order from Bombay High Court and they are paying 50 per cent of the differential amount which is still pretty high. And this process continues. After the election, we will have new people in place and maybe we will have a different point of view. HOW DO YOU PLAN TO APPROACH THE GOVERNMENT WITH THESE ISSUES? We have drafted seven points targeting each issue and proposed solutions for each of them. We will not ask the government for subsidy, instead we will offer them higher revenue in taxes and greater revenue in terms of Forex Earnings in exchange of better reforms and regulations for the industry. If they agree, we will share certain methodologies with them, certain regulations that need to be agreed upon by both sides. We want to partner with the Government in the growth of India. It’s not them against us anymore. This is a paradigm shift in the approach that Associations have usually taken. We are no longer only asking for reforms, we are willing to give as well. As the single largest employment agency that includes blue-collar workers as well, we have the ability to lift a lot of people; we can set up hotels in the middle of nowhere. INTERVIEW GOVT SHOULD SETTLE CLAIMS UNDER NEIIPP, 2007 Sudesh Poddar, President, Hotels and Restaurant Association of Eastern India (HRAEI) and Honarary Treasurer, FHRAI tells us about his agenda, priorities and effort to bring focus on the Eastern region hoteliers. Sudesh Poddar President HRAEI What are your priorities as the new president? As President, HRAEI my topmost priority would be to approach the West Bengal Government to reduce the number of dry days in the state. West Bengal has the highest number of dry days in a year as compared to other states in eastern India. The other priority would be to request the Government to settle and pay claims of hoteliers in respect of capital investment subsidy under North East Industrial and Investment Promotion Policy (NEIIPP) 2007. I also wish to approach state Governments of eastern India for levy of uniform luxury tax on room rent and uniform VAT on food sale. My priority is to approach the West Bengal Government to reduce the number of dry days in the state What are you doing to promote the hoteliers from the Eastern region? The NEIIPP 2007 which offers 30 per cent subsidy on capital investment is valid until 2017. I would urge entrepreneurs intending to enter into the hospitality sector to take this opportunity and avail the facilities. In Eastern India many tourist destinations are not well connected by road. I 50 December 2014 I www.fhrai.com I would approach the Government to improve road infrastructure in places like North Bengal, Darjeeling, Gangtok, Kaziranga in Assam, Tawang in Arunachal Pradesh and Shillong in Meghalaya. I would also request the Government to operate helicopter services in these destinations from the nearest airport so that hospitality sector gets a boost. What will be your approach to increase the membership of HRAEI? to know that West Bengal has one of the highest numbers of dry days in the country. Sales get adversely affected on dry days and are a big deterrent for tourists and tourism. I, would, therefore, appeal to the Government of West Bengal to restrict dry days to January 26 (Republic Day), August 15 (Independence Day), October 2 (Gandhi Jayanti) and election and counting days only. This will be a win-win formula for the bar and restaurant owners, Government and tourists. We have already started working aggressively on this score. This year we are planning to convene a Managing Committee meeting in each state of the east one after another. What are you doing to collaborate with and improve Government run hotels and guest houses? In these meetings, we would invite local hoteliers of that region and interact with them one on one to understand their problems and difficulties faced by them in the running of their businesses and try to solve them collectively issue-wise. With this aim, we have scheduled our next two meetings at Gangtok on November 27 and Darjeeling on November 29 where we have invited all hoteliers of the region. This is the best and most effective way of increasing membership of the association. What are your priorities for improving the business of restaurants and bars in West Bengal? Frequent dry days, have killed the business of bars and restaurants in West Bengal and is a vexatious and burning issue. You will be surprised The Government is expected to run the state, its administration, and is not expected to run and manage guest houses, lodges and hotels. The office bearers of HRAEI had met the Tourism Minister and Tourism Secretary of West Bengal with a request to give out all its properties to private entrepreneurs on PPP model wherein the quality of state-run lodges, guest houses and hotels would take a 180-degree turn for the better. How has been the year 2014 for Indian hospitality Industry as a whole? The current year has not been favourable for the hospitality industry. The market has been facing a slump. Business has seen a downward trend. The average room rent is on the decline and the occupancy percentile has also seen a fall. GUEST COLUMN CLEAN INDIA INITIATIVE “Most of life’s lessons are simple. We complicate them to sound knowledgeable. Finally, we fail and return to simple answers.” Anonymous Niranjan Khatri Former GM Environment Initiatives, ITC Ho Hotels T he announcement, by the Prime Minister, Shri Narendra Modi, of making ‘Clean India’ a priority agenda, has brought back the public debate on something that has concerned the country’s citizens for a long time. ‘Swachh Bharat Abhiyaan’, is a clarion call targeting year 2019 when hopefully, India will be a clean country - a much needed and laudable effort required, if India wants a larger share of the tourism footfalls in the region. India loses 6 per cent of its GDP on account of poor sanitation facilities in the country. Considering that our current GDP is one trillion dollars, this is a large sum of money to lose out on for want of basic cleanliness in a resource constrained nation such as ours. As per the WHO & UNICEF Program on Drinking Water and Sanitation Report, National Family Welfare Survey; 67 per cent of rural households have no toilets, 78 per cent of sewage is dumped in rivers, and 6000 tonnes of plastic waste is littered on a daily basis. Roughly 600 million Indians defecate in the open. Even poorer countries have a better record. This lack of toilets, leads to malnourished children, on account of open defecation, tainted water, poor absorption of nutrients, bacteria and intestinal worms. Fewer toilets lead to more disease. Good sanitation can however boost per capita income by 6000 crores a year. The above data reflects sanitation alone. In addition, we have challenges of waste management covering a large spectrum of different kinds of waste: wet, liquid, gaseous and often the untouched topic of the mining burden. This waste stream is not on the radar screen of the media because of the remoteness of mining areas. According to the Ministry of Environment and Forest, India generates 150,000 tonnes of domestic waste every day of which only 13 per 52 December 2014 I www.fhrai.com I cent is treated. How do we address the vast quantum of waste generated every day, so that India remains a clean, vibrant and healthy country with a thriving population? If these principles are applied, then it will be possible to clean up the country’s waste as Principles of Waste Management J Do not create waste as far as possible: it is unfortunate that people have stopped carrying cloth bags when shopping. In the bargain each one comes back with innumerable plastic bags which litter the entire country and harm cows, birds and other creatures. As per one of the leading newspapers, 200 cows in Delhi are being operated upon to remove 50 kgs of plastic from their stomachs. If we revere the cow, then should we not bring about this basic change in our attitudes and carry cloth bags vis-à-vis the convenience of plastic bags? It is important to educate the vast population of the intergenerational negative consequences of plastics. J Reduce wherever possible: while buying vegetables the leaves can be left in the mandi/ market, so that the same is not disposed of at the residential level, only to be collected and dumped at the land fill sites of a few cities. Aggregation of vegetable leaves at source can be deployed for manure making, or gas generation through the bio- methanation process. J Cook potatoes along with their jackets, chop apples with the skin for fruit salad, dry orange peel for pickling - some very simple examples which we seem to be forgetting . J Use whatever is possible: To extend the example of vegetable plants, many such leaves/parts of a plant can be eaten-for example the leaves of the drumstick tree and the stem of the banana plant, are used to make delicacies in the southern states of India. GUEST COLUMN housing of waste is another difficult challenge in a country with a density of 470 persons per sq km visà-vis China with a population density of 140 persons per sq km. In my view, being frugal is the need of the day to handle waste and not by allocating costly scarce urban land for practices which we have followed for thousands of years, but have forgotten in the onslaught of modernisation and globalisation. As a country, we have to move away from the linear production process, to a circular one. In a linear production process we extract, produce, use and then throw the waste which ends up being an eye sore in the landfill sites. On the other hand, in a circular process, the so called waste is redeployed productively. We have still not fully realised that the residual value of waste can be creatively deployed for another use, probably another industry. Good examples are the use of fly ash and slag in the cement industry as well as the use of discarded paper in paper manufacturing. Spent cooking oil can also be converted into biodiesel for operating vehicles, as is the practice in London and some cities in Sweden. Two billion tonnes of agri-waste has the potential of being converted into power for rural use - this is still to be tapped on a grand scale. Co- processing of plastic and old tyres has commenced in the cement industry for the purpose of incineration. While a lot of waste is informally recycled, the time has come to develop clusters where the waste of one can be a resource for another. Due to many reasons, this concept is difficult to implement, hence attempts should be made to have complementary industries in a particular geographical region, for co processing. For example if power plants can be located near the mines, the fly ash of the power plant can be used to fill the abandoned mines and reclaim the land for natural regeneration. In the bargain we will reduce the transport intensity of coal which is carried to great distances by railways with an embedded hidden subsidy. In the sanitation domain for public toilets, we need to breakdown the subject into three segments: Hardware: Considering the huge numbers of toilets required, we will need different materials depending on the five agro climatic conditions and its impact on natural resources. GUEST COLUMN Software: How are we going to handle the waste for productive purposes in farming through use of the waterless pan design- a product called eco san is already in use in the State of Kerala. PDepending on the size of the hotel set up, run clean toilets which can be gradually handed over to locals to run as a means of livelihood. Tourists do not mind paying for a clean service facility. The pan design lends itself to segregation of urine and faeces. While the urine can be used for farming, the faeces can be composted. Needless to mention, introduction of attitude shifts and developing systems which are clean and user friendly need to be introduced. PDesign the toilets such that they have natural ventilation and lighting and good views. “Heartware”: It is of paramount importance that the people who work in this field are given dignity and respect as opposed to the caste system of the country which keeps them ostracised for performing cleaning services. The tourism industry by virtue of its diverse internal skills has a great role to play in lending its hands in training people with dignity. A hotel group that I am familiar with started the ‘Andaman & Nicobar Tourism Guild’ in Port Blair consisting of hoteliers, boat operators and transport providers. In the island, sight-seeing takes tourists to different islands. The food packets, carried by them for the day’s picnic, were left back on the islands resulting in huge amounts of garbage on islands which were pristine and clean. Similarly, ‘The Basant Lok Jagriti Association’ was started in Vasant Vihar in 1993 to clean up the complex which was in a state of disarray. Staff were recruited and given uniforms, shoes and the complex was cleaned and cleared of all debris and garbage. Dust bins with the message “Thank you for not littering” were placed all over the complex but were ignored by many due to the lackadaisical civic sense which pervades the country. WHAT ARE THE STEPS THAT THE TOURISM INDUSTRY CAN TAKE THAT CAN BE GEOGRAPHICALLY DISPERSED ACROSS THE COUNTRY? PLearn to engage with locals and sensitise them to adopt best practices for their own long term health and business interest. December 2014 I www.fhrai.com I PDevelop a nice patch around this facility with flowering plants/ shrubs or even fruit trees to make the place attractive. Hopefully, the ambience will create good habits over a period of time. PUse solar devices to lift water to overhead tanks for washing purposes, or provide a charging facility for solar lights and mobiles. The idea is to try and weave new revenue earning opportunities that have not been thought of before. While a lot of waste is informally recycled, we have still not fully realised that the residual value of waste can be creatively deployed for another use, probably another industry The Guild trained boat operators to inform tourists that litter was to be taken back to the boat, something invariably resisted by most tourists. Instead of getting into a confrontation, the boat operator would refrain from starting the engine of the boat until the best practice was complied with! 54 PLook at the opportunity of urinals only for men, but also consider unisex toilets where there is space / other constraints not foreseen. The role of the government: Just as extended producer responsibility has been implemented for car batteries with a small price embedded in the cost of product for recovery and responsible reuse of the same .This concept of product stewardship needs to be extended to host of other products to make Swachh Bharat a reality in the shortest span of time. A regulatory nudge will result in industries to think through their current practices in driving out waste from their production processes through innovative ways that they have not thought of due to lax regulatory regime in most developing countries. One foresees principles of bio mimicry taking roots on a grand scale, leading to elimination of land fill sites, which can be converted into city forests, for cities which are choking with its excessive wasteful consumption of poorly priced natural resources.Mahatma Gandhi’s dream would be realised if different stakeholders attempt their own experiments in a country with five diverse agri climatic conditions dove tailed with the diversity of thinking and visualising a vibrant India. “Chalo Swachh Bharat Abhiyaan shuru kare” (The views expressed in this article are of the author, Niranjan Khatri, Founder iSambhav and the Former General Manager, Environment Initiatives of ITC hotels) REPORT INDIA HOTEL REVIEW REPORT India Hotel Review Report-Q3 2014 has been provided to us by STR Global and Horwath HTL. STR Global are industry leading data providers, they help provide provide confidential, reliable, accurate and actionable data to assist in strategic and operational decisions. Horwath HTL is the global hospitality consulting brand of Crowe Horwath International. Crowe Horwath HTL Consultants Pvt. Ltd. is a member of Crowe Horwath International; an international network of independent accounting and consulting firms with 650 offices in about 109 countries – ranked 9th globally. Horwath HTL practices in 48 countries – Asia Pacific, North and South America, Europe, CIS countries and Africa.The consulting experience of their team covers 94 Indian cities, towns and destinations and 20 international destinations. Q3 2014 has been positive, consistent with the wider optimism reflected in business and public sentiment since the new government was elected. The extent of improvement has been sufficient to wipe out the loss (at all-India level) seen in the first half of the year; YTD numbers 1 Jan to 30 Sep reflect a nominal +0.1 per cent RevPAR gain, while YTD numbers up to 30 June showed -1.9 per cent RevPAR decline. The extent of change is particularly important as Q3 occurs in late summer, and is traditionally the softest business period of the year. That this quarter has made a sizeable difference portends positively for those who have confidence in the future; the industry now needs to gather courage and implement rate improvements. 56 December 2014 I www.fhrai.com I All-India level numbers are: Occupancy ADR (`) RevPAR (`) YTD Sep 14 58.2% 5,537 3,223 YTD Sep 13 56.4% 5,705 3,220 Q3 14 56.5% 5,118 2,894 Q3 13 53.2% 5,185 2,756 Some key highlights for Q3 14, compared to Q3 13 for ten key markets (taking Delhi NCR as a whole) s+OLKATAISTHEONLYCITYREPORTINGOCCUPANCYDECLINEOF -3.3 pts; Hyderabad gained +9 pts; Ahmedabad +7.9 pts; Chennai +7.5 pts; Mumbai, Pune and Goa gained occupancy by over +5 pts. s!$2DECLINECONTINUEDWITHSOFTCONTRACTEDRATES hurting hotels. Ahmedabad and Goa grew well; Kolkata and Jaipur grew modestly; Mumbai and Bengaluru grew nominally. Chennai and Delhi NCR hurt the most, while Hyderabad appears on path to arrest ADR decline. s)N2EV0!2TERMS+OLKATAISTHEONLYCITYTHATDECLINED Delhi-NCR and Bengaluru gained nominally. Ahmedabad grew +23.4 per cent (a relief to the supply yet on the way); Hyderabad and Goa by +17 per cent; Mumbai +9.7 per cent and Chennai +6.1 per cent. The significant impact of Q3 14, on YTD results for 2014, are reflected in the chart below; we compare the RevPAR percentage change for YTD 14, H1 14 and Q3 14, over corresponding periods for 2013: REPORT The key features are: s1RESULTSFOR'URGAONAND!HMEDABADHAVE converted H1 RevPAR decline into a positive RevPAR change on YTD basis. s1PERFORMANCEFOR-UMBAI(YDERABADAND'OA has enhanced the positive RevPAR change in H1. s)NALLOTHERMARKETS1PERFORMANCEHASREDUCED the extent of RevPAR decline that occurred in H1 14. Kolkata (-10.3 per cent) and New Delhi (-6.7 per cent) with a RevPAR decline on YTD basis, clearly have their challenges. New Delhi at least has a supply surge cause and will benefit from business growth in Gurgaon; Kolkata has a demand decline trend which is worrisome, particularly as substantial new supply is underway. Room Rates Room rates remain the biggest concern, with India dramatically swinging from overly expensive to cheap (exceedingly cheap, in our opinion) in the last six years. The chart below shows ADR for YTD 14: 58 December 2014 I www.fhrai.com I Comments on YTD 14 Room Rates s-UMBAIISTHEONLYCITYWHICHCROSSES`7,000. s'OAAND$ELHI.#2AREABOVE`6,000. s#HENNAIJUSTABOUTMAKESTHE`5,000 level and clearly is under-selling itself, with undue pain to owners and operators alike. s*AIPURISSTEADYBUTNEEDSCONlDENCEINITSOWN ability to retain demand; rates will then grow to levels commensurate with the products. s0UNEHASSTRUGGLEDONRATESANDNEEDSTO re-think why it is under-estimating its value. The rate pain is now somewhat self-inflicted. It is time to get onto the front-foot and play the drive, rather than keep going on the back-foot to play the cut shot. Products&Services PRODUCTS & SERVICES 60 Save Energy with Smart Panels ¢ Schneider Electric has launched the Smart Panel concept to ensure sustainable energy savings in buildings, such as public and commercial offices, modern retail premises, hospitals and hotels apart from industrial setups. Based upon Schneider Electric’s energy management principle of ‘measure, connect, and save’, Smart Panel is a simple-to-deploy plug and play solution contributing towards addressing the urgent need to curb energy costs and meet norms for green buildings. Shrinivas Chebbi, Vice President – India and SAARC, EcoBuildings and Partner Projects, Schneider Electric, said: “In recent months, power blackouts have occurred frequently in many parts of India. While the Government devises long-term measures to address the situation, we believe all stakeholders should consider it their individual responsibility to address the situation at the ground level. With buildings accounting for almost 40 per cent of energy use in most countries, there is immense potential for improvement in their energy efficiency. The owners and occupants of buildings will benefit from long-term energy and financial savings through Smart Panels.” Ara Bath Collection from Delta Faucet December 2014 I www.fhrai.com I ¢ Delta Faucet introduces a contemporary collection of faucets, showers and accessories for the bath with its new AraTM product suite. Influenced by the angular silhouettes featured on modern l architecture, the Ara collection boasts a crisp rectangular shape with a slim profile. Founded by Masco Corporation in 1954 with the introduction of the single-handle faucet, Delta Faucet Company, offers an extensive line of commercial products, incorporating style and innovation into faucets and flush valves. Entering the fast growing Indian bathroom and kitchen fittings sector in 2012, the company offers the Delta and Brizo branded products to the Indian consumer. PRODUCTS & SERVICES Clean any Load with Electrolux Dishwasher ¢ Elegant stainless steel dishwashers like the ESI6700RAX by Electrolux, save quite a bit of time and water in any kitchen, as its efficiency means it uses up to a third less water than hand washing. It’s also extremely quiet, with an operational noise of 47 decibels, adding to its unobtrusiveness. With the RealLife dishwasher, there’s no need to think twice about which pan or dish to use. You can cook sophisticated meals and use dishes of any size or shape, secure in the knowledge that each item will be simple to load and thoroughly cleaned. The RealLife Cleaning system has a unique FlexiSpray arm with double rotation and TopShower jets to ensure the water reaches even the most awkward areas, and Aquasave minimises water consumption. For a dishwasher that fits into your plans, use the new TimeSaver function. You can use it to cut the length of the cycle time so that your dishes are ready to put away – or to use again – at the time that suits you. With this extra freedom, you can really take back control of your time. RESTAURANT REVIEW ROOFTOP DESTINATION KYLIN Saurabh Khanijio, Owner, Kylin Sky Bar a restaurateur for a decade, is the man behind Kylin in Vasant Kunj, followed by its spread in the Ambience Mall, rest of Delhi and now, unto Chandigarh’s Elante Mall. He tells FHRAI Magazine more about the Restaurant business. QWhen was the restau- rant started and how has the growth been so far? Kylin Sky Bar and Kylin Premier opened in Ambience Mall, Vasant Kunj about five years ago. We have enjoyed, in the initial years, great footfalls from the mall, the advantage of having a mall-based and rooftop split venue and now, a brand new menu that truly sets the tone for the next few years. For this upgradation, we have brought on board Chef Manu Mohindra, owner of the hospitality consultant team, ‘Under One Roof’ to define the new pparameters of our gguests’ 62 palate, a new menu where the restaurant floor is typically for the malls new crowd while the rooftops menu and style drive it like a unique destination. QWhat kind of special dishes do you have on your menu? The special thing about this menu is the way we have created it. For the Sky Bar, given that its a rooftop experience with a greater lounge feel about it, we have got traditional warmers on the menu such as dim sums, yakitoris and clay pots and then we have lounge based convenient food such as the sushi, bowl meals and bar bite starters from the OriSaurabh Khanijio Owner Kylin Sky Bar December 2014 I www.fhrai.com I ent - all of it is comfy, no spill with great taste. For the restaurant level, we have got a fun yet hearty menu, specials from the live teppan and for both floors, the chef can also come to your table to cook live and make you part of Kylins food creation experience. QKindly elaborate on your specialised chefbased service. The chef-based service can be witnessed at the live teppan stations where we have a special menu that can be cooked on the teppanyaki, then we have the cook at your table where the chef can make delicacies such as drunken fish, tofu parcels and even Thai curry meatballs. One of our dessert highlights - grilled banana with rum, caramel and chocolate sauce, is also RESTAURANT REVIEW The restaurateur cannot just sit back after creating a great experience; he also needs to aggressively push sales done in front of your eyes because part of the taste experience is also to see how it comes together. QWhat is the main challenge for a restaurant in a shopping area in comparison to a stand alone one outside? In a mall, if the mall enjoys great footfalls, then it translates into automatic revenue for the restaurant and that is one of the biggest benefits - with niche brands in the mall such as Heel and Buckle, Thomas Pink and PVR Directors Cut, we enjoy getting a lot of their crowd which fits into our experience. However, at no point do the malls in India enjoy the kind of footfalls you would see in Singapore, Thailand or Dubai which means that a restaurateur cannot just sit back after creating a great experience; he also needs to aggressively push sales. QWho are your target clients and what are you doing to encourage repeat visitors? We have two types of target clients - the malls shopping crowd, whom we would like should take a break at the restaurant floor and enjoy great food, live cooking and a chic relaxed experience at prices that don¹t burn a hole in their pocket. And then, a young yet niche crowd for the rooftop which has a higher spend and for whom, the Sky Bar is a destination regardless of whether they shop in this mall or not. EVENTS MARRIOTT INDIA CELEBRATES GOLF SAROVAR CELEBRATES CHILDREN’S DAY G olf is a sport for connoisseurs of finer nuance and taste. Reinstating its affiliation with the sport, JW Marriott New Delhi Aerocity hosted an exclusive evening in the presence of their distinguished guests and top customers. Present at the occasion, ace golfer Shiv Kapur said, “I am happy to be associated with Marriott and celebrate golf as a sport with this exclusive event.” Speaking on the occasion, Rajeev Menon, Area Vice President, South Asia for Marriott International said “It has been a pleasure being associated with him and we take immense pride in having the country’s most sought-after professional associated with our brand and to promote the game on our turf.” T he employees of Sarovar Hotels celebrated Children’s Day with great enthusiasm and zeal with the children of Ashray Bhawan-an NGO in Badauli village in Faridabad. The celebration was in alignment with Sarovar Group’s mission to contribute positively to the community and environment. Eight Sarovar hotels contributed for the noble cause - Sarovar Portico Naraina, New Delhi; The Muse Sarovar Portico, New Delhi; The Ashtan Sarovar Portico, New Delhi; Park Plaza, Faridabad; Express Sarovar Portico, Faridabad; Sarovar Premiere, Gurgaon; Park Inn, Gurgaon; Sarovar Portico Vaishali, Ghaziabad. 36 employees of the group celebrated this special day with children by distributing eatables and soft drinks. ON THE SPANISH GASTRONOMY TRAIL J aypee Hotels launch Spanish Food Festival in partnership with the Spanish Embassy. Spread across a month, the festival will be held at the three properties: Jaypee Vasant Continental, Vasant Vihar, Jaypee Siddharth, Rajendra Place and Jaypee Greens Golf & Spa Resort, Greater Noida. Manju Sharma, Director, Jaypee Hotels said, “The festival marks our endeavour to promote relations between the two cultures and countries, while also providing our guests a platform to gain new insight and knowledge into Spanish cuisine, culture and heritage.” Speaking on the occasion H.E Gustavo De Aristegui, Spanish Ambassador said “We are overwhelmed to be associated with Jaypee Hotels for bringing our food and culture here. There has always been a connect between India and Spain over various platforms, this initiative is to boost the same.” 64 December 2014 I www.fhrai.com I EVENTS SHAHEED SANGEET SAMMAAN T wenty Five of India’s most talented musicians, came together to perform a musical tribute to the heroes that gave their lives on 26/11 terror attacks. On Friday, November 26, 2014, outside Chhatrapati Shivaji Terminus the melodious sounds of a sitar, mridangam, flute, tabla and a plethora of other classical instruments were heard. This musical performance was one of three that took place in the day, the second ‘FESTIVE DELIGHTS’ FROM COSTA COFFEE occurring at about 3 pm at Marine Drive and the third at 5:30 pm outside the Taj Mahal Palace. All three performances paid tribute to the lives taken on the night of the November 26th, six years to the day. The musical flash performance was done in collaboration with Qyuki – A Multi Channel Network promoted by Shekhar Kapur, Samir Bangara and AR Rahman. The event saw several accomplished musicians namely Purbayan Chatterjee, Fazal Qureshi, Rakesh Chaurasia, Dilshad Khan, Deepak Pandit, Sridhar Parthasarathy, Imran Khan, Siraj Khan, Bharat Raj, Manu Raj, Shridhar Jujjar and Unmesha Athavale among others perform a 7 minute classical homage to Mumbai’s heroes. Indian classical music is a symbol of permanence of India’s unity and unconquerable spirit. The objective was to use music to transcend all borders and inspire the nation with the valour and optimism of the citizens and protectors of Mumbai. SPANISH SUNDAY BRUNCHES AT SEVILLA C osta Coffee is all set to celebrate the spirit of festivity across outlets in the city with a range of desserts and drinks for the festive period leading up to Christmas and New Year. Costa ‘Festive Delights’ includes luxuriant desserts and drinks. Costa’s festive dessert range includes the brand new Cherry Almond Muffin and all new Salted Caramel Chocolate Log. Costa’s festive drinks range includes Hot Spiced Apple, Salted Caramel Latte and Sticky Toffee Latte’ T he Claridges, New Delhi introduces Sunday brunches at its newly renovated Mediterranean restaurant Sevilla. Sevilla with its newly launched menus put forward an exquisite Mediterranean cuisine. Live Pasta and Risotto counters and a selection of cured meats and cheese stations are only few of the delectable offerings. The Josper oven, one of its kind in the city promises a culinary delight with offerings like the milk fed Australian lamb chops, Chilean sea bass and kalamata olive stuffed ricotta cheese steak to name a few. The extensive dessert spread with over 13 much loved sweets include Blueberry Pannacotta, Cannocini, Winter Berries Tart, Crème Brule and Raspberry and mascarpone cream cheese tart. APPOINTMENTS NEW FACES appointments VIJAYAN GANGADHARAN FIROZ JAGARIA DC VASHISHTH General Manager Four Points by Sheraton Pune Hotel Manager ibis Bengaluru City Centre General Manager Tarika’s Jungal Retreat Vijayan Gangadharan has UHFHQWO\EHHQDSSRLQWHGDVWKH General Manager at the Four Points E\6KHUDWRQ3XQH:LWKRYHU\HDUV of experience with leading hospitality EUDQGVKLVVNLOOVDUHLQWKHÀHOGVRI product marketing, product managing, PHGLDDQGSXEOLFUHODWLRQVHYHQWV conventions and training. Prior to this, he was the Executive Assistant 0DQDJHUDW6KHUDWRQ%DQJDORUH+LV previous stints include, Director of Food and Beverage in Grand Hyatt 0XPEDLDVZHOODVLQ+\DWW5HJHQF\ 0XPEDLIRURYHUWHQ\HDUVZKHUHKH achieved record outstanding audit scores for more than a year. He also served as Food & Beverage Manager IRUWKUHH\HDUVDW7KH5HJHQW0XPEDL L )LUR]-DQJDULDKDVEHHQ appointed as the Hotel 0DQDJHURIWKHLELV%HQJDOXUX &LW\&HQWUH-DQJDULDEULQJVZLWK him over a decade of experience in the hospitality industry and was PRVWUHFHQWO\'LUHFWRUIRU6DOHVDW LELV*XUJDRQ,QKLVQHZUROHKHLV entrusted with spearheading and PDQDJLQJWKHURRPSURSHUW\ -DQJDULDZLOOEHLQVWUXPHQWDOLQ overall hotel management, driving hotel performance and ensuring KLJKOHYHOVRIVHUYLFHGHWHUPLQHGE\ WKHLELVEUDQGVWDQGDUGV$\HDU hospitality veteran, Jangaria has a long DVVRFLDWLRQZLWK$FFRU+HEULQJVD wealth of experience having worked in PDUNHWVVXFKDVWKH8QLWHG.LQJGRP 'XEDLDQG,QGLD L L Ananda in the Himalayas, has appointed Kirit Thacker as Head of Yoga, Ananda in the Himalayas. Having completed a Master’s degree in Yoga from Bihar Yoga Bharati, the World’s ÀUVW<RJD8QLYHUVLW\.LULW7KDFNHUKDVEHHQWHDFKLQJ\RJDVLQFHDQGKDVOHGPDQ\FDPSV ZRUNVKRSVDQGVHPLQDUVRQ\RJD<RJDLVDKROLVWLFSUDFWLFHIRUKLPWKDWFRQMRLQVWKHERG\EUHDWK DQGPLQGWRHQKDQFHSK\VLFDOPHQWDODQGVSLULWXDOZHOOEHLQJ+HLVRQHRIWKHPRVWVRXJKWDIWHU yoga teachers in India and his profound skills and deep insights have earned him tremendous respect from his peers and fellow yogis. L KIRIT THACKER Head of Yoga Ananda in the Himalayas 66 December 2014 I www.fhrai.com I DC Vashishth joined as General 0DQDJHUZLWK7DULND·V-XQJDO5HWUHDWD ÀYHVWDUKRWHOLQ&KDLO+LPDFKDO3UDGHVK Vashishth comes with an extensive experience in the hospitality industry. +HKDVZRUNHGLQWKHÀHOGRIDFDGHPLFV as well as hospitality. After completing a diploma in hotel management catering and nutrition, he has worked with ITDC, .XZDLW+RWHOV&RPSDQ\.XZDLW6KHUYDQL Hospitalities, IHM Meerut as Professor and +2')%6HUYLFH6XQGHU'HHS*URXS RI,QVWLWXWLRQV$IÀOLDWHGWR837HFKQLFDO 8QLYHUVLW\DV'LUHFWRU$V*HQHUDO0DQDJHU KHLVUHVSRQVLEOHIRUVWDIIPRWLYDWLRQ JXHVWVDWLVIDFWLRQSURÀWDELOLW\DQGVPRRWK functioning of operations. APPOINTMENTS JENS PETER CORDER SHUBHAM CHANDRA MAYURI GHOSH General Manager Shangri-La Hotel, Bengaluru Area Director, Sales and Marketing Hyatt Hotels in Bangalore, Chennai, Hampi, Kathmandu and Kolkata General Manager Sales, (Corporate office), New Delhi Lords Hotels and Resorts Corder, an Australian national, EULQJVZLWKKLPPRUHWKDQ\HDUV RIH[SHULHQFH+HKDVEHHQKROGLQJ executive hotel management positions for over eight years across different 6KDQJUL/DSURSHUWLHVLQ6LQJDSRUH Hong Kong, China and now in India. With a strong vision complementing his ZHOOYHUVHGNQRZOHGJHDQGG\QDPLF OHDGHUVKLSDQGEULOOLDQWSHRSOHVNLOOV KHEHOLHYHVLQDPDQDJHPHQWVW\OHWKDW HQFRXUDJHVWHDPZRUNNLQVKLSÀQDQFLDO and operational success. L +\DWW5HJHQF\&KHQQDLKDV DSSRLQWHG6KXEKDP&KDQGUDDV $UHD'LUHFWRU6DOHVDQG0DUNHWLQJIRU Hyatt Hotels in Bangalore, Chennai, Hampi, Kathmandu and Kolkata. &KDQGUDKDVRYHU\HDUVRIH[SHULHQFH LQEXVLQHVVGHYHORSPHQWPDUNHWLQJ and sales in the Hospitality industry. In KLVQHZUROH&KDQGUDZLOOEHSURYLGLQJ support and strategic oversight to Park +\DWW+\DWW5HJHQF\+\DWW3ODFHDQG +\DWWEUDQGVLQ%DQJDORUH&KHQQDL Hampi, Kathmadu and Kolkata across IXQFWLRQVRI6DOHV0DUNHWLQJ(YHQWV DQG5HYHQXH0DQDJHPHQW L L SRIJAN VADHERA Hotel’s Resident Manager. Shangri-La Hotel, Bengaluru 6KDQJUL/D+RWHO%HQJDOXUXKDV DSSRLQWHG6ULMDQ9DGKHUDDVWKH KRWHO·V5HVLGHQW0DQDJHU+HZLOOZRUN closely with the hotel’s General Manager to oversee the rooms and food and EHYHUDJHGLYLVLRQVDVZHOODVRWKHU operational departments, including VSDDQGUHFUHDWLRQ:LWKRYHU\HDUV of experience in hospitality industry, 9DGKHUDEHJDQKLVFDUHHULQIRRGDQG EHYHUDJHDQGFDWHULQJ+LVSUHYLRXV experience includes hotel groups like 6WDUZRRG+RWHOV5HVRUWV=XUL+RWHOV DQG+\DWW+RWHOV5HVRUWVDPRQJ others. L 0D\XUL*KRVKKDVEHHQ appointed as General Manager 6DOHV&RUSRUDWHRIÀFH/RUGV+RWHOV DQG5HVRUWV6KHEULQJVZLWKKHUPRUH WKDQ\HDUVRIH[SHULHQFHLQWKH hospitality industry with specialisation LQ6DOHV3ULRUWRKHUQHZUROHDV *06DOHVVKHVHUYHGDV$'6DOHV DW5R\DO2UFKLG+RWHOV.QRZQIRU her good sales pitch qualities, she has proven credentials and has left a mark at each organisation she ZDVDVVRFLDWHGZLWK6KHLVD+RWHO Management graduate from Women’s Polytechnic, New Delhi. RITESH KUMAR CHOUDHARY GAGAN SHARMA Director of Food and Beverage JW Marriott Mumbai Accommodations Manager Country Inn & Suites by Carlson, Goa Panjim -:0DUULRWW0XPEDLKDV DSSRLQWHG5LWHVK.XPDU Choudhary as the Director of Food DQG%HYHUDJH+HKDV\HDUV of experience in delivering and sustaining revenue targets in the hotel industry and is adept at planning, supervising and managing food DQGEHYHUDJHRSHUDWLRQV+HKDVD record of planning and implementing effective control measures to reduce operating costs of the unit. &KRXGKDU\KROGVD%6FLQ+RVSLWDOLW\ and Hotel Administration, and a Post *UDGXDWH'LSORPD0%$LQ%XVLQHVV Management. L L *DJDQ6KDUPDKDV EHHQDSSRLQWHGDVWKH Accomodations Manager for &RXQWU\,QQ6XLWHVE\&DUOVRQ *RD3DQMLP+HEULQJVZLWKKLP a total experience of more than \HDUVLQWKHLQGXVWU\+HKDV SUHYLRXVO\ZRUNHGZLWKEUDQGVOLNH )RUWXQH3DUN+RWHOV0HPEHU,7&·V *URXS+RWHOV,QWHUFRQWLQHQWDO Metropolitan Nikko New Delhi, The Claridges etc. He is a Commerce Graduate, with diploma in Computer 6RIWZDUH(QJJIURP1,,7DQGD two years Diploma in Japanese /DQJXDJHIURP(PEDVV\RI-DSDQ RNI No. DELENG/2000/1230 Posting Date 15-21 (Every Month) Postal Reg. No. DL-(C)-01/1294/2012-2014 at MBC-1 Date of Publication 12-12-2014
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