Employee Learning And Development: The Secret Sauce Of Success In The Hotel Industry by Saurabh Pande, Master Trainer & Facilitator

In the ever-evolving world of the hotel industry, the secret recipe for an organization's success is deeply anchored in the talents and skills of its workforce. Yet, this secret recipe may lose its magic when the importance of comprehensive employee Learning and Development is overlooked by key executives and supervisors. Often underestimated, this element of professional development is a game-changer in the industry. The Association for Talent Development's 2023 study brings to light a startling revelation, indicating that hotel establishments offering comprehensive Learning and Development programs enjoy an overwhelming 218% higher income per employee than those that do not.

However, on the other side of this encouraging statistic is a concerning insight from a Gallup survey: 70% of employees do not feel they have mastered the skills required for their roles. This stark contrast between the potential and reality of employee Learning and Development in the hotel industry paints a vivid picture. In this thought-provoking article, we focus particularly on India's hotel industry to delve deep into the heart of this issue. We aim to explore the intricate challenges arising from inadequate Learning and Development and examine the sweeping impact such shortcomings can have on team performance.

1. The Keystone of Success: Standard Operating Procedures (SOPs)

Standard Operating Procedures (SOPs) act as the cornerstone of success in the hotel industry. They provide a methodical approach for efficient and uniform operations. SOPs ensure clarity, reduce errors, and promote teamwork, thereby forming a robust foundation for achieving organizational goals. However, a lack of clear SOPs can lead to confusion and inaccuracies, which can negatively impact the service quality in hotels. An effective SOP provides employees with a reference to the most common and vital tasks, procedures, and practices within the hotel. It is an invaluable tool for the Learning and Development of new employees and reinforcing protocols among existing staff.

2. The Downward Spiral: Inadequate Learning & Development

Inadequate Learning and Development can trigger a 'domino effect', where one event sets off a series of subsequent unfavorable incidents, leading to a decline in team performance. This is especially true in the hotel industry where high standards of service are expected. The remedy is clear - hospitality establishments must invest in comprehensive, high-quality Learning and Development to bridge the skills gap and boost productivity. Effective Learning and Development equips employees with the necessary skills and knowledge to perform their roles efficiently and deliver high-quality service to guests.

3. The Silent Adversaries: Complacency and Miscommunication

Complacency and miscommunication, if not addressed, can subtly undermine team performance in the hotel industry. Complacency can set in when employees feel their growth and learning have stagnated, while miscommunication can lead to errors and coordination problems. To counter these issues, it's essential to provide growth opportunities and maintain transparent communication channels to keep employees engaged and motivated. Regular Learning and Development programs and workshops can help employees upgrade their skills and stay updated with industry trends.

4. The Crucial Intersection: Impact on Team Performance

Inadequate Learning and Development harms team performance, resulting in decreased efficiency, complacency, and miscommunication. This is particularly significant in the hotel industry where team performance directly impacts guest satisfaction. Therefore, organizations must invest in comprehensive Learning and Development to foster growth, engagement, and effective communication within teams. A well-trained team can significantly enhance guest satisfaction, leading to repeat business and positive word-of-mouth advertising for the hotel.

In concluding our exploration, it is abundantly clear that addressing the often-hidden consequences of inadequate employee Learning and Development is not just important, but critical for the long-term success of any hotel establishment. The key to unlocking a multitude of benefits is acknowledging these challenges and making a firm commitment to invest in comprehensive Learning and Development solutions. These investments can bolster efficiency, improve quality assurance, reinforce safety protocols, and yield significant returns on investment. By nurturing a culture of continuous professional growth, hotel establishments can help unlock their workforce's full potential. However, the benefits of employee Learning & Development and development extend beyond the employees and the organization. This proactive approach greatly enhances the experience and satisfaction of the guests, contributing to the overall success of the hospitality industry. In essence, by investing in our employees, we are investing in the very heart of our establishments, setting the stage for a journey toward unparalleled success in the exciting world of hospitality.

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About The Author

Saurabh Pande

Hotelier

Master Trainer & Facilitator

Certified Learning & Development Manager

Saurabh Pande, hailing from the charming city of Lucknow, is a passionate hotelier boasting an impressive 20+ years of experience under his belt. With a decade each spent mastering the art of F&B Service and Learning & Development, he has emerged as a dynamic Master Trainer and Facilitator. As a Certified Learning & Development Manager, Saurabh's diverse interests include reading, writing, and singing. Forever fuelled by curiosity, he loves exploring new avenues and delving into the hidden depths of his interests.

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Novotel Visakhapatnam Varun Beach Breaks Barriers by Launching Braille Menus for the Visually Impaired

Novotel Visakhapatnam Varun Beach, a distinguished member of the Accor group, proudly heralds a breakthrough initiative in inclusivity with the launch of Braille menus. This historic step, unveiled at the renowned Indian specialty outlet, Zaffran, marks the hotel as the pioneer in Andhra Pradesh, fostering empowerment and equality for all.

The inauguration ceremony witnessed esteemed officials, including District Blindness Control Society Coordinator Dr. Vishwamitra, HOD Ophthalmology, Visakhapatnam, along with dignitaries from Andhra Medical College and Varun Group, gracing the momentous occasion.

Our ethos revolves around fostering inclusivity, ensuring every individual feels esteemed and embraced emphasized Mrs. Lakshmi Sridhar , General Manager at Novotel Visakhapatnam Varun Beach and The Bheemili Resort manaed by Accor.

The event welcomed luminaries such as Dr. G. Butchi Raju, Principal of Andhra Medical College, Dr. Allu Padmaja, Head of DREH, and Dr. Vasupalli Ravi, HOD, Anesthesia & CCM, KGH. The revelation of the Braille menu brought heartfelt joy to visually impaired guests, enabling them to independently explore and order from the menu.

This trailblazing move underscores Novotel Visakhapatnam Varun Beach’s dedication to fostering a more inclusive and hospitable environment within the hospitality industry. The Braille menus signify not merely a menu but a gateway to empowerment and independence for the visually impaired.

Additionally, the event was graced by Mrs. Lakshmi Prabhu Kishore, Director, Varun Group, further emphasizing their commitment to inclusivity and diversity. As part of this commitment, Novotel Visakhapatnam Varun Beach employs six visually impaired individuals across various departments. Two of these remarkable employees were present during the event, delighting in reading the Braille menu and placing their orders, symbolizing the triumph of inclusivity in action.

The Elegant Technique Of Tactful Refusal by Saurabh Pande

A SOPHISTICATED APPROACH TO DECLINING REQUESTS IN HOSPITALITY AND SERVICE SECTORS

Welcome, fellow hospitality professionals, to an exploration of an often-overlooked aspect of our industry - the art of tactful denial. As experienced mavens in this bustling and vibrant sector, we are all too familiar with the central role customer satisfaction plays in our enterprises. Guests are the cornerstone of our operations, the vital life force that drives us forward. Our mission? To consistently deliver unparalleled service and thereby safeguard the esteemed reputation of our industry. Amidst this rewarding, though challenging journey, we often encounter a common and timeless axiom, "YOU CAN NEVER SAY NO; BUT YOU SHOULD KNOW HOW TO SAY NO"

In the ever-evolving landscape of hospitality, we frequently come face-to-face with situations where fulfilling every guest request isn't feasible. Various factors, from operational constraints to unexpected circumstances or policy restrictions, may necessitate a polite refusal. But here's the catch - it's not about the refusal itself, but how we convey it. The tact, diplomacy, and elegance with which we navigate these situations can significantly influence our guests' perceptions and their overall experience.

Through the lens of this article, we aim to journey together through the nuanced art of respectfully declining requests while maintaining the highest standards of service. Consider this piece a roadmap, providing you with strategies to strike a balance between catering to guests' expectations and adhering to our establishment's operational limitations.

This article will focus on refining the methods of refusal, ensuring they don't undermine the guest experience but instead, elevate it. Our goal? To create a harmonious blend of guest satisfaction and operational efficiency. As we delve into the depths of this topic, we will unveil ten practical and effective strategies. Each one will serve as a stepping stone towards mastering the art of tactful denial, a skill that ensures your guests always feel valued and respected, even when certain requests cannot be met.

So, let's embark on this enlightening journey, as we uncover these ten key strategies of denial, each one a powerful tool to transform potential negatives into opportunities for amplifying guest satisfaction.

• Use Positive Language: Instead of focusing on the negative, try to use positive words when talking with guests. For example, if a guest wants to bring a pet, which we don't allow, instead say, "We can recommend some nearby pet-friendly accommodations that might suit your needs." This shows respect and consideration even when you have to say no.

• Offer Alternatives: When you have to deny a request, suggest other viable options. This shows empathy and underscores your dedication to their experience. For instance, if a guest wants a poolside room that is unavailable, propose a room with a garden view as a pleasant alternative.

• Be Clear and Direct: Avoid unclear phrases or promises that can't be kept, as they lead to confusion and disappointment. For instance, if a guest requests late checkout but it's not possible due to peak season, explain the situation clearly to avoid misunderstandings.

• Show Understanding: Truly understand and acknowledge guests' feelings when explaining why their requests can't be fulfilled. If a guest is upset because the spa is fully booked, empathize with their disappointment and suggest alternatives like local wellness centers.

• Remain Professional: Stay calm and professional, even when dealing with difficult situations or guests. For example, if a guest is angry because of a reservation error, handle the situation with grace, apologize, and offer a solution.

• Train your Team: Make sure your entire team knows the hotel's policies and procedures. This empowers them to handle tricky situations confidently. For example, when a guest demands a refund that goes against the hotel's policy, a well-trained staff member will handle the situation tactfully.

• Listen Actively: Give your full attention to guests' concerns and acknowledge them before providing your solution. If a guest complains about a noisy air conditioner, listen carefully to their problem, apologize, and then explain the steps you'll take to resolve it.

• Pay attention to your Tone: Your voice tone can greatly influence the message you're trying to convey. It's important to ensure your tone matches the words you're speaking. For example, when informing a guest that their room isn't available for early check-in, use a sympathetic and calm tone. This shows that you understand their anticipation and are not just mechanically enforcing rules.

• Be mindful of your Body Language: Facial expressions and gestures also play a significant role in communication. They should be in harmony with your spoken words to avoid any miscommunication. For instance, when explaining to a guest why a certain service is unavailable, maintaining eye contact and having an open posture can demonstrate sincerity and willingness to help, even in undesirable circumstances.

• Practice Difficult Situations: Boost staff confidence in handling tough conversations by role-playing different denial scenarios. This helps staff to be prepared and handle such situations effectively. For instance, rehearse a scenario where a guest insists on an early check-in which isn't possible, so staff know how to respond politely and professionally.

As we wrap up this exploration into the subtle art of saying "NO" in the hotel industry, let's reflect on what we've learned. These strategies we've discussed aren't just about learning to say ' NO '. They're about how to do it in a way that upholds our reputation, keeps our guests happy, and allows us to run our businesses effectively.

Turning down a guest request doesn't mean we're letting our guests down. With a bit of empathy and creativity, we can turn these moments into opportunities to impress our guests even more. These moments can help us build stronger relationships with our guests and make them feel valued and understood.

The result is a guest who leaves our hotel feeling satisfied and cared for, despite not having all their requests met. These positive experiences often lead to guests returning and recommending our hotel to others, which is a win for everyone.

These are the core lessons that I hope you take away from this discussion. As you continue on your journey in the hospitality industry, I hope these lessons will guide you and help you find success. Remember, it's not just about saying ' NO '; it's about saying ' NO ' in a way that says 'YES' to exceptional service, strong guest relations, and a successful business.

To encapsulate, this article aims to provide a foundational understanding of developing assertiveness, focusing specifically on the vital competence of articulating a respectful 'NO'. As you progress in enhancing this skill, it is imperative to always uphold the values of professionalism, modesty, and graciousness in your communications, which will result in a more effective and engaging dialogue. The path toward self-confidence is indeed a continual journey that necessitates ongoing improvement and personal development.

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SAURABH PANDE

EXPLORER, MASTER TRAINER AND FACILITATOR

CERTIFIED LEARNING AND DEVELOPMENT MANAGER

Saurabh Pande, hailing from Lucknow - the charming city of Nawab’s & Kebab’s; is a passionate hotelier carrying an impressive 20+ years of experience under his belt. With a decade each spent mastering the art of F & B Service, and Learning & Development, he has emerged as a dynamic Hotelier, Certified Master Trainer and Facilitator, and Certified Learning and Development Manager.

Saurabh's diverse interests include reading, penning thoughts, and singing. Forever fuelled by curiosity, he loves exploring new avenues and delving into the hidden depths of topics that interests him.

Saurabh Pande’s Linkedin

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HARNESSING THE K.A.S.H. MODEL Empower Employee to Enhance Revenue, & Guest Experience in Indian Hotel Industry

It's a pivotal moment in the history of the Indian hotel industry. As we navigate past the challenges of the COVID-19 pandemic, we're stepping into a time of extraordinary growth and transformation, where the industry is ripe with opportunities for innovation and advancement. In the present scenario even if we talk about the mid-budget segment; then major players like OYO have witnessed an impressive surge in revenue, reaching 47.8 billion INR in 2022[1]. Furthermore, the sector is poised for expansion at a growth rate of 8.28% from 2023 to 2027[2], with market volume predicted to reach approximately US$10.53 billion or ₹774.95 billion [3].

However, certain challenges need to be addressed urgently, including high employee turnover rates and a declining intake in hotel management colleges. The annual turnover rate in the hotel industry stood at a staggering 74.9% in 2018[4], highlighting the dire need for an effective training model. Over the past four years, data shows that a mere 77% of students graduating from hotel management and catering colleges were boys [8].

Additionally, statistics indicate significant skill gaps in hotel management and food production [11]. According to a Ministry of Tourism study, there was a shortfall of 2.6 million skilled personnel in 2018; this is expected to reach 1.1 million by 2025[6]. The hospitality sector still faces an overall shortage of quality manpower ranging between 20-25% [10].

Industry executives, managers, and professionals must take these challenges head-on by adopting innovative models like K.A.S.H (Knowledge, Attitude, Skills, and Habits) for holistic employee development. This approach emphasizes four crucial pillars:

• Knowledge: Comprising approximately 25% of employee development, this includes grasping industry norms and operations—like knowing how to manage reservations or handle guest complaints.

• Attitude: Contributing an estimated 30% towards employee development, it emphasizes the need for a positive service-oriented attitude crucial to enhancing guest experiences - for instance, greeting guests warmly and handling requests graciously.

• Skills: Equating to about 25% of employee development, this aspect forms the groundwork for efficient hotel operations. Skills can be identified like adeptly managing the front desk or swiftly resolving maintenance issues.

• Habits: Accounting for nearly 20% of employee development, it focuses on good practices like punctuality, cleanliness, and protocol adherence—like punctually showing up for shifts and maintaining spotless guest rooms.

Although we lack specific post-COVID statistics for India, it is reasonable to infer that the pandemic has exacerbated these challenges. The K.A.S.H Model has been acknowledged as a key framework in various sectors, including financial services and sales [12]. Its comprehensive approach aligns with the hospitality industry's demands, where knowledge, attitude, skills, and habits play a critical role in success.

The Indian hotel industry has always underlined the significance of K.A.S.H. in enhancing employee satisfaction, improving service quality, and reducing turnover rates. However, a strategically focused model is currently more vital than ever before. To maintain our competitive edge and deliver world- class services that meet international standards while preserving India's unique hospitality charm, a robust K.A.S.H Model implementation is indispensable.

In conclusion, the K.A.S.H Model goes beyond being a mere training model; it is a blueprint for success and a guide to revolutionizing industry operations. As we continue to evolve in this dynamic sector, it is imperative to adopt models like K.A.S.H to ensure competitiveness, top-notch service quality, and enhanced customer experiences. Industry professionals must recognize that investing time and effort into implementing this model will not only help us survive but truly thrive in the Indian hotel industry.

REFERENCES

[1]: Statista. (2022). Hotel industry in India - statistics & facts. (https://www.statista.com/topics/7790/hotel-industry-in-india/

[2]: Statista. (2023). Market volume of the hotel industry in India from 2018 to 2027. https://www.statista.com/outlook/mmo/travel-tourism/hotels/india

[3]: Skift. (2023). Hotel sector could add 1 trillion to economy by 2047. https://skift.com/2023/08/21/skift-india-report-hotel-sector-could-add-1-trillion-to-economy-by-2047/

[4]: IHM Ahmedabad (2020). Journal Index http://ihmahmedabad.com/download/others/Journal%20Index_2020/A7.pdf

[5]: Mordor Intelligence. (2021). Hospitality Industry in India. https://www.mordorintelligence.com/industry-reports/hospitality-industry-in-india

[6]: HVS. (2023). Indian hospitality sector skill shortage to hinder recovery and growth. https://www.hvs.com/article/9274-hvs-monday-musings-indian-hospitality-sector-skill-shortage-to-hinder-recovery-and-growth

[7]: Live Mint. (2024). Hotel industry to contribute 1.5 tn to GDP by 2047.https://www.livemint.com/industry/infrastructure/hotel-industry-to-contribute-1-5-tn-to-gdp-by-2047-11692120793671.html

[8]: Times of India. (2021). Boys dominate enrolment chart in hotel management, catering.https://timesofindia.indiatimes.com/india/boys-dominate-enrolment-chart-in-hotel-management-catering/articleshow/65370839.cms

[9]: Pal Arch’s Journal of Archaeology of Egypt/Egyptology. (2020). Quality of Hotel Management Education in India. https://archives.palarch.nl/index.php/jae/article/download/9949/9146/19488

[10]: Financial Express. (2021). Manpower shortage big challenge for hospitality sector. https://www.financialexpress.com/business/industry-manpower-shortage-big-challenge-for-hospitality-sector-sarovar-hotels-md-2604646/

[11]: Travel Daily Media. (2022). HRAWI focuses on shortage of talent in the hospitality industry. https://www.traveldailymedia.com/hrawi-focuses-on-shortage-of-talent-in-the-hospitality-industry/

[12]: NAPA Benefits. (2020). The K.A.S.H. Formula for Sales Success. https://www.napa-benefits.org/business-development/the-K.A.S.H.-formula-for-sales-success

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SAURABH PANDE

EXPLORER

MASTER TRAINER AND FACILITATOR

CERTIFIED LEARNING AND DEVELOPMENT MANAGER

Saurabh Pande, hailing from Lucknow - the charming city of Nawab’s & Kebab’s; is a passionate hotelier carrying an impressive 20+ years of experience under his belt. With a decade each spent mastering the art of F & B Service, and Learning & Development, he has emerged as a dynamic Hotelier, Certified Master Trainer and Facilitator, and Certified Learning and Development Manager.

Saurabh's diverse interests include reading, penning thoughts, and singing. Forever fuelled by curiosity, he loves exploring new avenues and delving into the hidden depths of topics that interests him.

Saurabh Pande’s Linkedin

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The Fern Hotels & Resorts Lead the Way with Sustainable Seed Ganpati Celebration

The Fern Hotels & Resorts, a distinguished name in the eco-friendly hospitality industry, is pioneering a sustainable approach to commemorate the Ganpati Festival. The brand is celebrating Ganpati Festival through the use of Seed Ganpati idols across all its properties in Maharashtra, underlining its commitment to environmental consciousness and the promotion of a greener future. 

"We are thrilled to embrace sustainability in our Ganpati Festival celebrations with  Seed Ganpati idols. Our goal is to encourage everyone to celebrate with reverence for nature, understanding that every act of devotion can also be an act of preservation. By initiating eco-friendly practices in Ganpati Festival we are nurturing a visionary path towards a greener environment. " remarked Mr. Suhail Kannampilly, Managing Director, The Fern Hotels & Resorts.

The innovative idols, crafted from Red Soil, Organic Fertilizers, Natural Colors, and Seeds, possess a unique feature: post-celebration, they can be immersed in water and planted in soil transforming into trees, significantly reducing the environmental footprint of the immersion process. The idols offer a sustainable alternative that addresses the water pollution predicament that plagues water bodies every year during the festival. Through the immersion of these idols, they contribute to tree growth, fostering a greener environment and mitigating the harmful effects of the immersion process.

The Fern Hotels & Resorts have consistently led the way in sustainability initiatives. In addition to Seed Ganpati idols, the brand employs several other eco-friendly practices during the Ganpati Festival celebrations. Hand-made clay diyas replace conventional oil lamps, reusable fabric decorates their venues, and plastic and polystyrene are conscientiously avoided. These practices not only elevate the guest experience during the Ganpati Festival but also foster a profound and eco-conscious celebration. 

How social media influencers are impacting consumer choices By Prateek Chaudhary, Managing partner at Diablo Club Delhi

The number of social media users in India is expected to reach 1.5 billion by 2040, according to Statista, thanks to the accessibility of the internet. This data shows how consumer reliance on social media is bound to grow with time, with social networking platforms becoming the primary source of information for individuals. Along with the rise in social media, influencers have grown in parallel popularity, becoming no less than modern celebrities of today.

The time when people would look up to their peers for recommendations is long behind. In order to acquire an honest opinion before making a choice, new-age individuals turn to their favorite social media influencers for advice on food, apparel, accessories, tourist destinations, and aesthetically beautiful eateries. Especially when it comes to trying out restaurants and cafes, modern consumers no longer rely on traditional methods to check for reviews; instead, they instantly look to these new-age content producers for suggestions regarding the food, ambiance, and feel of a certain place. 

Given that people are becoming progressively more dependent on social media platforms and influencers, restaurant owners have no less than a golden opportunity to harness the influence of these modern content producers in order to reach out to potential customers in a more desirable way, altering their choices for the good.

Impact of social media influencers on consumer choices

Increase brand visibility: In this era of strong competition where businesses are continuously vying for customers' attention and trust, it has become essential for restaurant owners to look for one-of-a-kind and cutting-edge ways to leave a lasting impression on the public. At this point, modern-day social media influencers come into the picture, providing restaurant owners with improved chances to connect with customers on a broad scale and increase brand recognition. In contrast to traditional advertising, social influencers provide genuine suggestions, which helps people relate to and trust them. This in turn presents a chance for cafes and restaurants to leverage the influence of these professionals and target better footfall.

Builds trust and credibility: According to a report by Influencer Marketing Hub, 61% of customers are more ready to believe recommendations from influencers than 38% of brand-produced content. Thus, collaborating and partnering with social media influencers is the ideal course of action for restaurants aiming to expand their reach, win over customers, and establish a positive reputation. When an influencer reviews a restaurant or specific element of it, such as the food or atmosphere, consumers are more likely to believe them and plan a visit. An appropriate influencer could therefore turn out to be the most useful tool for restaurant owners trying to stand out in this cutthroat industry.

An emotional link: When promoting or reviewing a brand by sharing their own stories influencers tend to forge a personal connection with the audience. As a result, when the public experiences an emotional connection, it greatly influences their decisions. For instance, if an influencer discusses any personal recollections or experiences related to a certain food item while reviewing it at a particular restaurant, it is certain to have an effective and moving impact on customers, encouraging them to visit. As a result, people become more aware of the restaurant, develop a sense of loyalty, and encourage word-of-mouth marketing, which increases brand recognition.

Harnessing the power of new-age social media experts

The influencer marketing business will be worth approximately $21.1 billion by 2023, according to a report by Influencer Marketing Hub. In our digitally evolved culture, influencers have come to govern every sphere of interest, including fashion, food, and the beauty sector. Especially when it comes to food, modern, technologically savvy consumers frequently look to influencers for restaurant and food-related reviews before making any plans. As a result, influencer marketing as a whole has developed into a key component of how modern restaurant owners choose to manage their marketing tactics in order to create a devoted client base and increase foot traffic.

Banyan Tree Krabi joins hands with a local fishing village, giving visitors an intimate opportunity to help create local products

Banyan Tree Krabi, a luxury 72-key resort situated on secluded Tubkaek Beach, is encouraging its visitors to immerse themselves in the local Southern Thai culture, by joining weekly excursions to a nearby island renowned for producing beautiful batik fabrics and woodcrafts.

The initiative is part of the Banyan Tree Group’s “Stay for Good” programme, launched two months ago, aimed at enticing guests at 5-star hotels worldwide to roll up their sleeves and join neighbouring villagers at work.

At the Balinese property of Buahan, A Banyan Tree Escape, for example, guests spend a day with local farmers, foraging for fruits and edible plants, while at Garrya Nijo Castle Kyoto in Japan, visitors learn how to entwine grass to make traditional thatched roofs for villagers’ homes.

“At Banyan Tree Krabi, we invite our guests to embark on a day’s adventure at the quiet fishing town of Ban Koh Klang on a small island in the middle of the Krabi River,” said Sustainability Manager Ms Thepsuda Loyjiw. “It’s a great opportunity to travel by traditional longtail boat along the river where they might spot some rare bird species and wild monkeys among the mangroves. The island itself is a spectacular natural setting and among the hidden gems we visit is a series of majestic limestone caves.”

A lunch, inspired by home-grown fruits, vegetables and recipes passed down from one generation to the next, is served on a floating restaurant among the mangroves, then the guests meet the villagers and interact.

Among the daily pursuits the foreign visitors can experience are: joining the local craftsmen who intricately carve and create wooden models of longtail boats, which are sold in Krabi as souvenirs; and sitting with the women of Ban Koh Klang who are veterans of batik art, mixing organic dyes and skillfully painting colourful fabrics. Harvesting rice in the fields with a local family is included as a seasonal activity.

Launching the programme in May, Banyan Tree said it hopes the visits will “encourage a deeper connection with each destination while honouring the heritage and traditions and contribute to creating more opportunities for local communities.”

Constantly vying to reduce the hotel’s carbon footprint, in December Banyan Tree Krabi partnered with a local artisan, Souvenirs From the Sea, a project involving beachcombing for refuse and waste products that could be upcycled into sellable items such as tote bags.

Banyan Tree Krabi’s other recent sustainability initiatives include an Earth Day beach clean-up, and the introduction of Forest Bathing, a nature-based educational tour for guests, including children, to help raise awareness about environmental conservation and protecting local flora and fauna.

“Of course, many guests come to a serene destination to relax, to enjoy cocktails at sunset, spa treatments, and wining and dining,” said Loyjiw. “However, they also want to see the local customs, and nothing feels better than giving something back to the community.”

For more information, contact Banyan Tree Krabi at: krabi@banyantree.com or tel: +66 75 811 888.

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Adapting to changing guests preferences for wellness by Tanu Singh, Associate Director - Marketing & PR, Signum Hotels & Resorts

The wellness industry is experiencing rapid growth, prompting hotels to respond by meeting the health and wellness needs of their guests. This entails reimagining spaces, modifying menus, and actively seeking guest feedback. Health and wellness tourism is steadily increasing, with revenue surging by 22% from 2021 to 2023—more than double the overall expenditures of the tourism industry. According to a recent survey, nearly 40% of all travelers prioritize wellness, yet up to 17 million of them struggle to maintain an active lifestyle and healthy eating habits while on the go. A hotel that prioritizes health and wellness can also encourage guests to unwind, disconnect, and prioritize self-care. 

In response to the growing demand for wellness, the sector has implemented several strategies to enhance guest experiences. Some of these steps include:

• Healthier Meal Options

• Upgrading Workout Equipment

• Using Sleep Science

• Encouraging Unplugging

• Light and Air

1. Healthier Meal Options

Many hotels are reworking their menus to include these options, recognising that many customers may have allergies, food restrictions, or preferences, such as gluten-free, vegan, and low-sodium. Some hotels have attempted to provide visitors with meals that are more similar to what they would eat at home. Overall, better food options are one of the most important ways hotels attend to their visitors' health and fitness.

2. Upgrading Workout Equipment

Hotels are doing more than just redesigning these rooms. According to Forbes, several hotel chains are offering the option to rent a room with gym equipment, including yoga mats in rooms and providing visitors with a 5-pound kettlebell and other equipment upon request. Some hotels even provide visitors with the option of watching fitness DVDs in their rooms.

3. Using Sleep Science

In general, guests' expectations have risen as high-quality mattresses for the house have become more inexpensive. Hypoallergenic bedding, cooling gels, memory foam, and smart mattresses that alter based on the sleeper's habits are some of the techniques hotels have taken.

4. Encouraging Unplugging

While most customers are unwilling to hand over their phones or forego internet access, hotels may encourage people to disconnect more by creating calming environments and offering services that are incompatible with remaining online, such as yoga and meditation sessions. Another method hotels tend to their customer's health and wellness is by allowing them to disengage and unwind.

5. Light and Air

In addition to the measures mentioned above, hotels are looking at other adjustments they may make to cater to their customers' health and wellness. To make the space feel quieter and more calming, some people choose neutral hues and natural materials. Lighting may play a crucial role in ensuring that guests sleep well and feel comfortable. 

Lighting in certain hotels is set to adapt to the individual. Hotels are increasingly incorporating air filters in their rooms. Others are incorporating elements such as vitamin C showers and self-care goods such as colouring books and bubble baths.

The hotel sector is shifting away from overindulgence and towards excellent health. As more hotels care about their customer's health and fitness, travellers may anticipate more healthier alternatives when they travel.

Today's visitors want hotels to be aware of and responsive to this trend, as well as to provide adequate services to guarantee they can keep their habits while away from home. Hotels that meet this expectation establish an enduring attraction for their customers, which may help them stand out from the pack.

Furthermore, clients are growing more interested in hospitality firms that prioritise sustainability and environmental concern. This includes environmentally responsible measures including decreasing plastic waste, using renewable energy, and obtaining locally sourced food. The hotel sector is responding to shifting guest preferences by providing more alternatives and experiences that prioritise health and well-being. By accommodating the needs and desires of health-conscious travellers, hospitality firms can remain competitive and align with evolving industry trends.

Trainer Tip: PPPP by Annepaul Vemagiri

Trainer Tip: PPPP.

But before that, here is your task of the day.

• Take a Piece of Paper and Paint a P covering the entire sheet.

• Take a Pause and look at your P

• Pick a name that starts with P

• Write 4 Praises for the Person whose name you wrote

My P – Pooja

1.      Pooja you are a superwoman

2.      Pooja you always carry a smile on your face.

3.      Pooja passion towards your work is pure.

4.      I am glad we are friends

Have you got a clue of a Trainer's PPPP ?

If yes, well done! If not, here we go  

PPPP is a technique used by Trainers before, during or end of the training session to test knowledge and to check learning progress while engaging your learners in a classroom or an online session.

Here are the 4 PPPPs in the sequence of their usage

1.      P – POSE A QUESTION

2.      P – PAUSE

3.      P – PICK A NAME

4.      P – PRAISE

1P – Pose a Question

As a trainer we all know that asking questions is one powerful technique that every trainer must use. It is from the list of must have’s.

There are 2 types of questioning and they are Open ended and Closed ended. Both can be used as and when required but the sequence of questioning to test knowledge and learning progress while holding attention of all the attendees at the same time has a trick. Firstly, pose a question towards your learners with your eyes looking around. This would put everyone at attention as they do not know who must answer the question.

While you ask your question, keep your voice loud and clear to be audible to all in the room. Making eye contact is a must, this ensures two things – Get everyone’s attention and also helps you to gauge who could be knowing the answer. The idea is not to embarrass but to encourage participation during the training session.

2P – Pause

Post posing your question, look around, glancing over each one while taking a pause. The pause is to make sure everyone is listening to you. Incase, you notice someone has still not heard you. You may give them time to ask you to repeat.

3P – Pick a name

Out of all the learners sitting in the room, you must pick a name of the person you want to answer your question. Ensure to keep changing the names instead of picking up the same person all the time.

4P – Praise the person

Once you get the right answer, learn to praise. Praise can be in one word like "Bravo", "Superb", "Brilliant" or a phrase like, " that's the right answer". You may also ask everyone in the room to clap for the person. This would also create attention and participation. This also fills your session with good energy. Praise the person and confirm that the answer is right.

As Trainers, you must be able to gauge who has the right answer to avoid embarrassment. To involve all levels of learners, keep a bank of all levels of questions meaning easy to difficult ones so that you can ask as many questions as possible. Make note that you have balanced equally to all.

About The Author

Annepaul Vemagiri

Winner - Asian Education Awards 2023 & Academic Excellence Award for Extraordinary Service & Contribution to Teaching

NOESIS Report: “India Hospitality Overview 2022” Reveals Strong Recovery and Positive Growth

NOESIS Report: “India Hospitality Overview 2022” Reveals Strong Recovery and Positive Growth

NOESIS, a leading hospitality consulting and hotel investment advisory firm in India, is pleased to announce the launch of its latest report, "India Hospitality Overview 2022." The report provides an in-depth analysis of the current state of the hotel and tourism industry in India and offers valuable insights into the future prospects of the sector.

Despite the challenging period caused by the pandemic, the Indian hotel industry is showing signs of recovery and gaining momentum. According to the report, the majority of markets have surpassed 2019 levels, indicating a positive trend for the industry. In 2022, the industry experienced a critical year with unique opportunities, and domestic businesses seized the chance with 66% of hotel signings. Meanwhile, international brands signed 44% of the total keys, resulting in the opening of 10,138 keys. This exciting future is set to continue with a pipeline of 7,163 keys being added from 2023 onwards.

North India will account for 38% of all hotel signings in 2022, with Himachal Pradesh (8.6%) and Rajasthan (8.1%) leading the way. This is followed by India's Western region, which is driven mostly by Gujarat (10.4%) and Maharashtra (9.5%), as well as other states. Tier 2 cities accounted for 46% of hotel signings, with untapped destinations accounting for 33%, and Tier 1 and Tier 3 cities accounting for around 10% of hotel signings each.

The tourism industry in India is also growing strongly, with a total of 294 million passengers moving through the country's airports in 2022. Of these, 49 million were international travellers, while 245 million were domestic travellers. December recorded the highest air passenger movement, with 5 million international and 25 million domestic passengers. In contrast, January was still affected by pandemic restrictions and recorded only 2.5 million international and 13 million domestic air passengers. While there is a significant difference between the first and fourth quarters, the summer season (Q2) saw a total movement of 76 million air passengers, with Q3 receiving 73 million total air passenger movements.

The "India Hospitality Overview 2022" report is a valuable resource for businesses and investors looking to understand the current state of the Indian hospitality industry and the future prospects for growth.

NOESIS Report- “India Hospitality Overview 2022” Reveals Strong Recovery and Positive Growth

Aspiring To Be a Successful Chef - Chef Kaviraj shares his opinions and experience

ASPIRING TO BE A SUCCESSFUL CHEF

A REALISTIC 360 DEGREE APPROACH

Living a passion, enduring its journey & assimilating all that goes together into a success story can become a book by itself! The word “Chef” has not only been a very catchy and attractive one since a while now but also become a befitting title to almost everyone who loves cooking or aspires to be a culinarian during the course of time. When I look back in time and evaluate my own interest towards cooking which started since the age of seven observing and admiring the best home chefs in the world, my mother, my grandmother and the associated ladies of the house and family it brings back fondest memories which can replicate no other experience.

I was always very fond of and liked my table to be well set and arranged during all my dining times at home & a sense of being particular of the water glass, the cutlery, crockery, things to go alongside from condiments to accompaniments too became a part of detailed note as I grew along the phase. My favourite dishes included butter chicken, fried rice, hakka noodles and fish- n- chips since childhood and I had a quest and inclination to see how  my food was being cooked in the kitchen, mom would make me sit on the side shelf and some of the admirations of her skills included the way she chopped onions with a speed and finesse! Which made me try it too…a best guide and mentor to have since a young age is a mother or an elderly figure from home who can help set the goals right, since we didn’t have social media, Instagram, Facebook and other platforms to jump onto and build castles.

Long hours of dedication, persistence to pursue ones dreams and ambitions, being able to meet up expectations of self and family, exceeding self-realisations and to be able to match the demand and supply curve, facing competitions with a positive mind and a never give up attitude have been some of my self-motivating factors all the way long. 

A few reality checkpoints to look at before getting into it:

1. K.Y.S: Know Your Self – a little self-introspection, why do I want to be a chef? what attracts me into it? Is it just social media or? how about talking out your mind to a successful chef or one who can guide the real way through his/ her experience.

2. F A Q: Factors Affecting Quality- there is a need to check on what the factors which can affect one from diverting attention and focus away from the goal towards becoming a culinary expert, a known name and one people can look up to.

3. B T S: Between The Scenes – what ultimately matters during the work phase are realistic factors like sustainability, being able to stand, work for long hours, to get conditioned with all kinds of human behaviours and to be able to take all that comes our way on the journey, there will be ups and downs, good and bad days, testing times, but what we required in this industry is a continued vision with humility and grace.

4. A Q A: Ask Questions Always – one of the important point during our learning stage is asking questions, clarifying doubts, being able to get the answers to the unclear technical and beyond. Somehow some people feel that becoming a chef doesn’t need theory, it’s a practical industry, but one needs to realise the importance of know-hows before getting onto a range and tossing over a wok!

5. G A M E: Get A Mentor Evaluator: we usually think that by joining a professional course and completing a degree and diploma etc will be all enough for a lifetime to carry on the journey. It needs constant mentorship and guidance along the way too, there is a need to connect with professionals, work under or associate with skilled technically sounds and known chefs in order to improvise and update ourselves.

6. O W A A: Overcome Worries And Anxieties: it is important for budding professionals to keep an open mind towards situations, people, circumstances & unexpected case studies which are a part and parcel of our profession, be it any department. My observations somewhere tell me that the young generation today is anxious about rising up soon, getting titles, promotions, taking up responsibilities when not ready yet etc which at times can be disappointing for some.

7. S I O P: Success Is Ongoing Persistence: In my opinion and experience success comes to those who work towards it and strive to be different in their thoughts, actions, and creations. Being a chef is much more than just cooking and to be able to do a monotonous job can be a little put off for a few ambitions in the lot! I always liked to work in various sections, departments, front and back both understanding the nuances and approach systems, etc which go into the efforts of making a guest satisfied, be open to exploring more.

On a Concluding Note: The prestigious title of a Chef and its visibility, recognition, and value-added perks have grown in recent times as compared to a few decades back, the entire thought of being able to get into a kitchen, cooking up a storm, impressing loved ones and guests with something exciting, interesting & innovative has crossed all boundaries in modern times. we need to motivate, counsel, advice and encourage young minds to get more focussed before choosing this profession and with a continued effort of the community and industry on the whole we can create and look forward to a lot of competitive talent which can make the Indian food and hospitality industry reach up and stay on top of the charts on a global platform.

Celebrity Master Chef. Dr. Kaviraj Khialani.

Food & Hospitality Consultant.

Author- Academician- Advisor for Culinary and Hospitality Industry & Education Sector.

National Pet Day: Five things to keep in mind while looking for a pet-friendly accommodation

National Pet Day: Five things to keep in mind while looking for a pet-friendly accommodation

It can be heart-breaking to leave your beloved pet behind while you embark on your next adventure. But with an increasing number of travellers looking to take their smaller halves with them as well as more and more accommodations and airlines catering to those with pets, there’s really no reason your furry adventurers can’t join in the fun.

On the occasion of National Pet Day, Booking.com shares top tips on what to look for in a pet-friendly stay. With the summer travel season upon us along with the easing travel restrictions, now is the best time to explore the world with your furry companion by your side! Be it an off-beat beach destination or a chilly hill station, make sure you keep the below in mind while planning a trip with your pets.

Select accommodations using smart filters

Technology has today compensated for the geographical distance there is between our homes and a holiday destination, as we conveniently book accommodations through various applications. A pet owner would agree that booking the right accommodation ahead of their arrival at the destination is very important for a pleasant trip. To make the process even smoother, pet owners can search for accommodations that are pet-friendly by using the ‘pet-friendly’ filter on Booking.com and ensure a comfortable stay for their pet. Travellers must also look for reviews on the website or app to understand fellow travellers and pooch parents' first-hand experience at the accommodation. Do read through the fine print to confirm the pet fee.

Make sure the staff is known for loving—not just dealing with—pets!

While shortlisting an accommodation, make sure you speak with the staff ahead of your booking to make sure they are not just comfortable, but also fond of pets. This will enhance your pet’s experience and help in managing the anxiety arising from the journey. After all, a lovable environment is what your pet is used to and it's important to maintain a similar environment. During your stay, travellers you must be proud of your pooch instead of dodging disapproving looks as you walk in the corridor. Ensuring the staff’s love for pets will help you avoid any displeasing situation.

Check out the scenery or nearby parks to make sure your precious pup can run and roam

Travelling is a far bigger experience for pets as they are taken out of their natural habitat. While making pets completely comfortable with travelling is a gradual process, giving your pooch a setting that makes them the happiest is one of the ways you can get them to have a positive association with travelling. And what better than having an open space where your pets can run to the fullest and roam about freely. Travellers must access the images of the accommodations to ensure there is enough and more open and scenic space for their furry companions to cherish the destination, as much as you do!

1. See if spa days and grooming services are available for your little love

Grooming and keeping your pet’s health is a number one priority. And travelling with pets means exploring the various landscapes the destination has to offer - be it the sandy beaches or muddy trek trails. The aftermath of such experiences for pets is the need for grooming and cleaning to ensure their health is not affected. Having such spa or grooming services at an accommodation helps travellers save the hassle of the upkeep of their pets. It also lets you and your pets be papered during your stay, providing a truly enriching and relaxing time.

Check for availability of gourmet pet menus

Remember that the food can make or break a trip, for you and your dog. Travellers must make sure the pet-friendly accommodation has enough and more food supplies for your pet so that you don’t have to carry an extra load of luggage to feed your pet. Many accommodations provide paw-fect gourmet menus to treat the taste buds of our little ones. The lipsmacking menus are also Instagram worthy as you can share your experience with the fellow pet parents, and inspire them to keep their furry friends by their side for their next trip. Travellers must call the accommodation ahead of their arrival to inform about any allergies their pets may have.

NEWS | Another feather in the cap as one more tourist destination opens its gates after a long covid wait: TAAI

Another feather in the cap as one more tourist destination opens its gates after a long covid wait: TAAI

A significant drop in Covid-19 cases and increased vaccination pace has led to a rise in tourist footfall in the state of Odisha. Industry insiders are very happy that normalcy is returning and hoped for a fast recovery in business.

Expressing her happiness towards the revival of tourism business and congratulating Government of Odisha, Travel Agents Association of India (TAAI) President, Jyoti Mayal commented that it is indeed a much-needed step on the government’s part which will encourage other states too in the same direction. “Covid did take a lot from us, now it is time to compensate for all the losses faced during the pandemic,” she said.

“After the prolonged curbs for over 18 months, tourists are showing a strong desire to travel & are registering a month-on-month increase in demand. It is indeed a brilliant start to the tourist season with rooms almost full during the weekend and a sizeable number of domestic visitors flocking to spots. If the current situation continues then the recovery could be done in lesser time,” mentioned Jay Bhatia, Vice President, TAAI.

Bettaiah Lokesh, Hon Secretary General, TAAI stated, “The government of Odisha is leaving no stone unturned and coinciding with the upbeat mood of tourists by organising series of exciting events, including glamping at seven eco-retreat sites. A collective effort is required for the better and early revival of tourism sector which got massively hit during pandemic days.”

Whereas, Shreeram Patel, Hon Treasurer, TAAI went on to thank the Government of India for a successful vaccine drive in the country which has encouraged travellers and has created a sense of safety amongst people of all walks.

"I’ve always supported the idea that a champion waiter has to be an actor, an entertainer, a performer" - Vasilis Rima, Floor Manager, Zuma

#zuma #zumadubai #izakaya #foodandbeverage #hospitality #experience #energy #music #fineart #concept #people #lovewhatyoudo

Consumer Survey | Breakfast was the most skipped meal amongst urban millennials during COVID-19 Reveals study by Euromonitor International and Quaker

Breakfast was the most skipped meal amongst urban millennials during COVID-19 Reveals study by Euromonitor International and Quaker

On “Changing lifestyles and dietary habits of Urban Indian consumers post COVID-19” 

• A study was conducted in the age group of 18-50 years, focusing on urban millennials across 4 cities i.e., Delhi, Mumbai, Bangalore, and Kolkata. *

• The study showed 44% of the urban millennials skipped breakfast during COVID-19; men skipped it more than women. *

• 71% of the respondents were concerned about their weight increase and are leaning towards fad diets.

• Immunity emerged as one of the top 5 concerns among urban millennials.

• During the pandemic, nearly 2/3rd of the respondents, including urban millennials increased their wholegrain oats intake, primarily for nutritive value, digestion, and weight management.

• Study findings launched to mark National Nutrition Month 2021.

New Delhi, September 24, 2021: A special study was jointly done between March 2020 till February 2021 by London-based market research major Euromonitor International and PepsiCo India through its brand Quaker. The study highlighted that 44% of urban millennials, skipped breakfast and delayed meals due to increased household chores and late start to the day.  Further, 64% of urban millennial respondents were driven towards healthy immune system. The study further pointed out that increased consumption of fruits, vegetables, and whole grains, including oats, emerged as the key trend during COVID-19.

Titled “Changing lifestyles and dietary habits of Urban Indian consumers post COVID-19”, the study was conducted involving 1,000 respondents in the age group of 18-50 years, focusing on urban millennials in Delhi, Mumbai, Bangalore, and Kolkata. Launched to mark the National Nutrition Month 2021, the study analysed the changing lifestyle and dietary patterns of people post-COVID-19 to understand consumer behaviour. It tracked a changing pattern, particularly amongst urban millennials, towards dietary habits for a healthy immune system and maintaining weight. The study also mapped if changed behaviours would sustain in the future.

The study outlined that weight watchers must understand the significance of having meals on time and consuming nutrient-rich breakfast. Further, it found that 71% of urban millennials leaned towards the popularity of fad diets, including keto, intermittent fasting, and weekly detox plan, among others to maintain weight. 

With understanding the dietary changes in Indian consumers, Vidhi Sharma, Consultant, Euromonitor International said, “While millennials acknowledge the importance of breakfast and believe that it should have wholesome nutrition, they often tend to skip breakfast due to their work schedules or tend to just grab a quick snack in the morning. Popular fad diets are supporting this behavior of skipping breakfast. However, COVID-19 has brought about some positive dietary changes as well among the younger group, with increased intake of fruits, salads, and oats, and improved the willingness to look for healthier alternatives while shopping”.

Dr. Jagmeet Madan, Professor, Principal, Sir Vithaldas Thackersey College of Home Science, SNDTWU, Mumbai, and National President, Indian Dietetic Association, said, “Meal timings are important for better digestion and to maintain weight. Breakfasts within 1-2 hours of waking give energy for the day and should include a variety of food groups. Focusing on high nutrition, exercise, and approach to a sustainable lifestyle will help manage weight and keep the energy levels high.”

Talking about the study findings, Sonam Vij, Associate Director and Category Lead - Quaker Portfolio, PepsiCo India said, “Breakfast helps to start the day right and provide energy for the day. The role of sustainable and nutrition-rich diets becomes even more important as they curb binge eating and help maintain weight. Urban millennials are now increasingly focusing on improving their physical and mental health that constitutes an active lifestyle. We also see that they are shifting to food choices for a healthy immune system as shown by the study. This has heightened the consumer adoption of Quaker Oats, a 100 % Natural Wholegrain which is a good source of Protein, Rich in Fiber, and contains important Micronutrients like Zinc, Iron amongst others. These benefits and more make Oats a convenient, nutritious and delicious option to increase the nutrition quotient in people’s everyday diet especially breakfast, which is one of the most crucial meal of the day.”

Additional key highlights of the study:

• Nearly 60 % of urban millennials surveyed started doing yoga and walking/running during COVID-19 for physical/mental health activity.

• The average intake of salads and fruits increased. Further, urban millennials consumed more oats primarily for nutritive value, digestion, and weight management. The urban millennials preferred oats for breakfast as the main dish.

The study also compared lifestyle and dietary changes (in terms of frequency and quantity of food groups as defined by the National Institute of Nutrition); analysed breakfast habits, personal health perceptions and weight management data; and tracked packaged food choices, oats consumption behavior and purchase pattern for groceries before and during COVID-19.

* “All reported findings are based on respondents’ statements and actual changes in behaviors or preferences may differ. Further, the figures shared are only representative of the population surveyed and extrapolating to the entire population is done at the user’s own risk with no warranty or representations from Euromonitor International”

About Quaker Oats:

Quaker Oats was launched in India in 2006. The brand Quaker is more than 140 years old and is a world leader in the oatmeal segment. As a brand, Quaker Oats is always tapping suitable occasions and moments to add a touch of nutrition for the youth who are seeking lasting energy through the day. Quaker has also created a special platform on its YouTube channel - Content Hub - to offer an array of easy-to-make nutritious, yet flavourful, recipes. Quaker Oats is a 100% wholegrain and natural source of carbohydrates and dietary fibre. It has unique soluble fibre called βeta Glucan, which is scientifically proven to help reduce cholesterol (cholesterol is a risk factor for heart diseases). In India, Quaker Oats are also available in variants such as Quaker Plain Oats, Quaker Oats Multigrain and Quaker Oats with Flavour Mix.

Quaker Oats as a brand is always tapping suitable occasions and moments to add a touch of nutrition for the youth who are seeking lasting energy through the day. Quaker has also created a special platform on its YouTube channel - Content Hub - to offer an array of easy-to-make nutritious, yet flavourful, recipes.

About Euromonitor International:

Euromonitor International is the world’s leading provider of global business intelligence, market analysis and consumer insights. From local to global and tactical to strategic, Euromonitor’s research solutions support decisions on how, where and when to grow your business. Euromonitor helps find the right report, database, or custom solution to validate priorities, redirect assumptions and uncover new opportunities. With offices around the world, analysts in over 100 countries, the latest data science techniques and market research on every key trend and driver, Euromonitor helps you make sense of global markets.

Doha hotel payroll higher than anywhere else in Middle East

Payroll per available room (LPAR) in Doha hotels is currently higher than anywhere else in the Middle East.

As explained by STR: “LPAR is used to calculate hotel labour costs on a per-available-room basis to produce a clear picture of how much a hotel spends in labour expenses across all rooms available in any given time period.”

Doha hotels for H1 2021 had an LPAR of US$53, down 23 per cent from 2019’s US$68. Gives the Qatari capital the highest LPAR, with Jeddah next at US$50, a 22 per cent decrease against H1 2019. Abu Dhabi had US$38; Bahrain had US$45; Cairo had US$24; Dubai had US$39; Kuwait City had US$40; Muscat had US$46 and Riyadh had US$48.

HotStats, the firm that reported the results explained: “Labour, a hotel’s largest cost, was first to be stomped out, either through layoff or furlough. The result was that most global regions saw payroll costs drop precipitously in April 2020, a short time after the World Health Organization declared the coronavirus a pandemic.

“A year later, payroll costs are inching back up, closer to pre-pandemic levels as hotels reopen and demand increases. The challenge for operators will be their handling of a scarcity of qualified labour and the cost to secure it.”

Looking at another KPI, Doha is predicted to boast higher occupancy rates this year than both Dubai and Riyadh – long two of the busiest tourist hubs in the region. The city is forecast 70 per cent FY occupancies compared to 69 per cent on Palm Jumeirah in Dubai. Colliers International’s August 2021 MENA Hotel Forecast expects a 16 per cent YOY improvement for Doha’s hotel occupancies.

“As we move through 2021, we begin to observe several markets build on recovery began in Q4 2020. Ongoing monitoring of the Covid-19 pandemic by government entities and other key touristic stakeholders has informed how markets open and close. While travel restrictions are easing, controlled and consistent growth is key to recovering, and in the future, improving on the hospitality performance in the key markets,” said Colliers. 

Source

Insights of working in International Star properties | Vinjamuri Sriram Dutt sharing his experience of working in Marriott Downtown Abu Dhabi (Preopening)

Marriott Downtown Abu Dhabi Preopening (a journey to cherish).

As a hotelier by profession, one of the best experiences I would recommend is to be part of a pre-opening team of the new hotel property to the upcoming hoteliers and students. When I got to know that Marriott is coming with a new property in Abu Dhabi in UAE, I knew I had to be part of the most momentous hospitality project in the town of an international brand. I was so glad to have my application accepted with multiple rounds of interviews, just three months before the soft opening. I’ll share my experiences with you about opening the hotel and teamwork, so if you’re interested in how to open a hotel – keep reading

The service and the glamour and glitter don’t happen in one fine day without effort it happens with teamwork and with a team of preopening with all efforts and dedication.

Want to know how to open a hotel? Work in a hotel before it’s open

I was employee number 118 when I arrived at the pre-opening office. The Rooms Division team was only made up of nine people across six departments – Guest Relations, Executive Club, Housekeeping, Laundry, Concierge, and Front Office. There was a lot to do, including understanding the brand culture, reading the core standards and Standard Operating Procedures, core brand values, and local information.

[quote]Despite the uncertainties, I enjoyed the pre-opening experience very much as it allowed me to develop new skills. [quote]

In addition, the housekeeping team was the biggest which I was part of it. The whole team was warm and welcoming and people were from different parts of the world with beautiful experiences and exposure and varieties of cultural backgrounds and ethnicity and it was so diverse that so much was going on and to learn but ultimately everyone belonged to the same brand and came under one umbrella. 

Few Chapters I will un reveal:

• It’s not for the faint-hearted. There was so much uncertainty leading up to the opening. When I first interviewed in the month of January, I was told that the hotel was opened on 1 April. When I joined in February, the project had been delayed until May. Throughout those months we had to prepare for the unexpected, and the final opening date was only confirmed three weeks beforehand.

• Which came first – the chicken or the egg? When a new employee joins a hotel that has been running for a few years, it’s about learning the pre-existing processes and going with the flow. For a new hotel, there are so many processes that simply aren’t in place yet – for example, registration cards, menus, interiors, color combination, lightings, placement of amenities, and so on and so forth.

• Meeting the Legend ARNE SORENSON: That beautiful and awe moment when I met none other the Late Mr. Arne Sorenson October 13, 1958 – February 15, 2021) was an American hotel executive who served as the president and chief executive officer of Marriott International. It was a fan moment and a great achievement as he was so humble and amazing who was visiting the hotel and city for the pre-opening and other inspections.

• Build great relationships across departments while you’re still in the same office. I found this crucial, as the team grew very quickly over just a few months and it became increasingly difficult to recognize everyone but was fun as you make friends all over the other departments. These inter-departmental relationships were so important to ensure that we had continuous feedback in preparation for the opening. And also, to help each other and motivate.

• Enjoy the weekends and the fun while you can. It was so refreshing to have weekends off, as someone who has worked in operations for a while. Being at accommodation and cooking and meeting friends from all the departments also meant spending this precious time with passion.

• Be proud of your achievement. It’s not an easy feat to open a 25-floor building with 315 rooms and an Apartments side with 64 apartments on 5 floors. At the time of joining, we’re six weeks on from the soft opening, and we still haven’t fully opened, as we continue to sleep test and finish the remaining floors and facilities. It’s all been worth it though, as we’re not fully booked for the fifth consecutive weekend across our rooms and restaurants!

Combination of Hotel and Apartments. I was fortunate to work for Marriott Downtown Abu Dhabi as it was a 2-building next to each other, one is Marriott Hotel, and next to it is Marriott Apartments. I had an amazing experience working in both the buildings and was an experience which I always cherish it gave me an understanding of the service difference between apartments and hotels by a 5-star international brand.

• Enjoying the teamwork.

Despite the uncertainties, I enjoyed the pre-opening experience very much as it allowed me to develop new skills. In particular, I was able to implement various initiatives, including helping the other departments, be part of training, cross-training, develop professional skills.

• Some expert advice for hospitality students how wants to join a preopening open hotel

We may be just six weeks’ young, and are still facing various basic issues, but a very respected senior leader gave us this perspective: for an opening hotel, it usually takes six months for the operations to stabilize and another two to three years for the property to mature. Opening a hotel is like looking after a newborn child – it’s about being patient and adapting to the feedback provided, so you can find your feet over time.

Hyatt Regency Koh Samui GM Pulido Anticipates Bright Future For Island

Hyatt Regency Koh Samui GM Pulido Anticipates Bright Future For Island

KOH SAMUI, Thailand (August 4, 2021) — WITH stints at high profile resorts in the Caribbean, the Middle East, China, South Korea and his native Mexico in his locker, Adrian Pulido can draw upon extensive experience in the global tourism industry.

Therefore, it counts for something when the general manager of the recently opened Hyatt Regency Koh Samui predicts a spectacular revival for Koh Samui, Thailand’s legendary paradise island.

Like other tourism destinations in Thailand, Koh Samui has been badly impacted by the global pandemic.

Things, though, are beginning to look up for the destination. The unveiling in early July of the Hyatt Regency Koh Samui — a design-forward luxury property on the north-eastern tip of the island — was a landmark debut on the island.

Ongoing plans to reopen Samui to international visitors, meanwhile, over the coming months are another positive indicator for the future.

Pulido, who makes his debut as a GM at the resort following spells in senior management with Banyan Tree, JW Marriot and, most recently, Park Hyatt, is among those convinced that it’s merely a matter of time before Koh Samui reassumes its position as one of the star attractions for tourism in Southeast Asia.

“Koh Samui is a very special destination,” he said. “It has been one of Asia’s most popular islands for decades now, yet it has never lost any of its charm. Visitors will find incredible beauty, fantastic food and outstanding hospitality. It’s all waiting here for them like it always has been.”

Pulido is equally bullish about the prospect of his resort being in the vanguard of this revival thanks to its broad appeal and myriad selling points.

A collaboration between three of Thailand’s biggest hotel design names — Office of Bangkok Architecture, August Design and PLandscaping — the 140-room property occupies eight acres of private coastline in the far northeast corner of the paradise island.

Deploying a design-forward philosophy, the property, which is located in North Chaweng — and is less than ten minutes from the island’s international airport— bills itself as a “vacation gallery” due to its array of visual highlights.

These include a showpiece lobby — the longest lobby arrival point in Koh Samui — plush accommodations that showcase terrific ocean views and one of the largest pool zones on the island.

“The pandemic has been a challenging time for Koh Samui as it has been for the entire tourism industry in Thailand,” he added. “That’s why we are so delighted to debut with such a special resort.

“It (the resort) embraces the island’s native beauty and its traditions through elements of vernacular architecture and careful incorporation of existing natural features. At the same time, we look towards the future thanks to contemporary design, state-of-the-art facilities and daring cuisine.

“This island has a central role in how Thailand fares following the pandemic, and it’s an honour to be leading the way as we begin to look positively towards the future.”