Pioneering Hyper-Personalization at Crowne Plaza Greater Noida

At Crowne Plaza Greater Noida, we are pioneering the future of hospitality by leveraging new age technologies and data-driven insights to offer hyper-personalized guest experiences.

As the modern traveler becomes increasingly sophisticated and informed, expecting tailored experiences, we are committed to delivering precisely that, ensuring every guest feels uniquely valued.

AI-Driven Personalization: Enhancing Every Guest Interaction

We’ve integrated AI into various touchpoints of the guest journey, transforming how we engage with our guests. Through advanced systems like IHG Concerto, we use AI to predict guest preferences even before they arrive. The system adapts to market dynamics by adjusting prices and qualifiers to offer rates aligned with the current market conditions. It also triggers alerts and escalations, enabling the entire team to deliver exactly what the guest wants.

Our guest communication platform, Servme, enhances interactions across channels like WhatsApp, SMS, and email, ensuring real-time, personalized responses to requests such as restaurant reservations, room service, and local recommendations. By integrating WhatsApp Business, Servme streamlines operations with features like reservation management, guest surveys, and targeted bulk messaging for event promotions—all designed to improve efficiency and elevate the guest experience through tailored communication.

Data Science: Anticipating Guest Needs

The integration of data science plays a critical role in knowing guest needs. By analyzing guest behavior and feedback through Medallia, we can predict preferences before the guest checks in. For example, the reports allows us to personalize in-room settings such as temperature, lighting, and pillow types based on previous stays. If a guest has special preferences, like a hypoallergenic pillow or a particular room type, our systems proactively communicate these requests to the team, ensuring they are prepared in advance.

Our commitment to personalized dining experiences is evident through the use of data-driven systems that analyze guest behavior, allowing us to suggest menu items tailored to individual tastes based on past dining experiences. This ensures each meal is an experience, further enhancing guest satisfaction and engagement. As a result, our restaurants have achieved the number one spot on TripAdvisor, and our guest satisfaction scores are near 90%.

Operational Excellence in Personalization

Hyper-personalization comes with its own set of operational challenges, especially in a large hotel with 398 rooms. Catering to diverse guest preferences while maintaining operational efficiency requires a smart approach. Our Opera Cloud Property Management System (PMS) helps streamline guest check-in and check-out processes, ensuring that guest preferences (such as room requests and special needs) are quickly accessible and acted upon without delay. The system also allows us to manage guest profiles efficiently, enabling staff to provide ultra-personalized service without overburdening them with manual tasks.

Local Curated Experiences: Connecting Guests to Greater Noida

We understand that personalization extends beyond the walls of the hotel. Through partnerships with local businesses and tour operators, we offer curated, locally-inspired experiences that go beyond typical sightseeing tours. Whether it’s a cultural experience or an adventurous exploration, we design tailor-made packages to match each guest’s unique interests, allowing them to discover Greater Noida in a way that resonates with them personally.

Personalized In-Room Amenities: Every Detail Crafted for You

Our commitment to personalization is also reflected in our reimagined in-room amenities. From snacks and beverages tailored to individual preferences to personalized welcome notes, we ensure every detail is thoughtfully considered. This attention to detail makes guests feel at home the moment they step into their room, enhancing the overall stay experience.

Enhancing Loyalty with IHG One Rewards

We take hyper-personalization to the next level through our loyalty programs. IHG One Rewards Club offers members personalized benefits, exclusive offers, and customized rewards, enhancing each guest’s experience. Our sophisticated marketing platforms allow us to seamlessly manage advertising and metasearch across multiple channels, ensuring our valued guests receive truly tailored communication that matches their preferences.

Innovating Through Technology, Delivering Through Service

At Crowne Plaza Greater Noida, we view personalization not as a trend but as the future of hospitality. By combining the power of AI, data science, automation, and human touch, we are redefining the guest experience. Our commitment to providing ultra-personalized service is exemplified in everything we do—from anticipating needs through predictive analytics to optimizing operations for efficiency. We continue to push the boundaries of what’s possible in hospitality, ensuring that each guest’s experience is meticulously crafted.

By merging cutting-edge technology with thoughtful human interaction, Crowne Plaza Greater Noida is setting the standard for the future of hospitality—where every guest feels truly valued, and every experience is personalized.

Personalizing the Future of Hospitality: A Vision at The Fern Hotels & Resorts

In today’s rapidly evolving hospitality landscape, personalization is not just an added luxury—it has become a central tenet of delivering exceptional guest experiences. The Fern Hotels & Resorts, a brand synonymous with distinctive service, has recognized that true hospitality lies in understanding the unique needs and preferences of each guest. In today’s fast-paced and technology-driven world, guests seek more than just a comfortable stay; they crave an experience that is deeply attuned to their individual needs, preferences, and desires.

This is where our vision for personalized hospitality truly takes shape. It has been our mission to ensure that personalization is embedded into every facet of our operations, from guest check-in to their departure and beyond.

At The Fern, we believe in crafting a highly personalized experience that transcends conventional hospitality. It is not about offering a generic set of services but about customizing each interaction to match the unique requirements of every guest. In an age where guests expect more than just comfort and luxury, they desire an immersive experience tailored specifically to them. This vision is materialized through a fusion of cutting-edge technology, data-driven insights, and personalized guest engagement strategies that redefine what it means to offer true hospitality.

From the moment a guest books a stay with us, we begin to gather insights into their preferences and desires. We leverage advanced data analytics to understand patterns in guest behaviour, such as preferences for room setup, bedding, or specific dietary needs.

For example, pillow menus are available at select properties, allowing guests to make their selection from the menu provided in their rooms following check-in. Similarly, guests with specific dietary preferences, like gluten-free or vegan options, are accommodated with menu offerings available at the property, ensuring their needs are met based on the dishes currently offered.

At check-in, the personalization continues. Drawing from prior interactions and preferences, we meticulously tailor the guest experience to reflect their unique needs.

Whether it’s the ambient temperature, lighting, or the arrangement of furniture, we strive to craft an environment that aligns seamlessly with each guest’s vision of comfort. Extensive research has been dedicated to selecting carefully curated fragrances and premium toiletries, elevating the overall experience. Likewise, the thoughtful arrangement of furniture is designed with the utmost attention to detail, ensuring a space that embodies both elegance and comfort, providing guests with a refined, home- away-from-home atmosphere.

One of the highlights of a stay at The Fern Hotels & Resorts is the personalized local tourism experience we offer. Based on guests’ requests and interests, we offer various tourist packages available at our hotels across destinations. Additionally, we offer specialized local activities and entertainment, ensuring that our guests can immerse themselves fully in the region’s distinct culture and charm.

We take great pride in our meticulous attention to detail, especially when it comes to guest safety. Allergies and special requests are treated with the highest level of care and priority. Our staff is thoroughly trained to handle all potential allergens, whether it pertains to food, cleaning products, or even the materials used in room furnishings.

To provide an even more personalized touch for guests staying at our Crown Collection properties, we assign designated staff members to guests. This personal connection creates a sense of familiarity and trust, allowing us to better anticipate needs and personalize service even further. Whether it is a butler, a dedicated server at our restaurant, or a concierge who understands the nuances of the guest’s preferences, these personalized interactions form the cornerstone of The Fern’s commitment to exceptional hospitality.

At The Fern Hotels & Resorts, we have always believed that personalization is not just a service, but a philosophy. It is a commitment to knowing our guests intimately, understanding their desires, and crafting an experience that exceeds their expectations.

By embracing cutting-edge technologies, data-driven insights, and a deeply ingrained culture of service excellence, we continue to set new standards in hospitality. Our goal is to ensure that every guest feels truly valued, their preferences respected, and their stay an unforgettable experience tailored just for them.

By Mr. Suhail Kannampilly, Managing Director, The Fern Hotels & Resorts

Elevate Every Stay with Personalization for the Modern Traveler! By Kim Chau Huynh, Vietnamese Hotelier

As I reflect on my time leading the team at Ostra, San Antonio's premier fine dining restaurant, I am filled with a sense of pride and accomplishment. Over the past year, our team has worked tirelessly to provide exceptional service to our guests, and our hard work has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025.

But what's even more remarkable is that Ostra has become the only restaurant in San Antonio to receive a coveted Four-Star rating from the prestigious Forbes Travel Guide.

This achievement is a testament to our team's dedication to excellence and our commitment to providing an unparalleled dining experience.

The Forbes Travel Guide inspectors praised Ostra for its diverse menu, which showcases locally farmed chicken and sustainable seafood. Our culinary team, led by our talented Executive Chef, has worked tirelessly to craft a menu that not only delights the palate but also supports local farmers and sustainable practices.

As the F&B Operations Manager, I've had the privilege of leading our team to the top. It's a role that requires a deep commitment to excellence, a passion for delivering exceptional service, and a relentless drive to innovate and improve.

One of the key factors that contributed to our success was our focus on teamwork. From the moment I took on the leadership role, I emphasized the importance of collaboration and communication among team members. We worked together to identify areas for improvement and implemented strategies to address them. Whether it was a server, bartender, or kitchen staff member, everyone played a critical role in delivering exceptional service to our guests.

To foster a sense of teamwork, we implemented regular team meetings and training sessions. These meetings provided a platform for team members to share their ideas, concerns, and feedback. We also used these sessions to recognize and reward team members who had gone above and beyond in delivering exceptional service. By doing so, we created a positive and supportive work environment that encouraged team members to strive for excellence.

Another factor that contributed to our success was our focus on guest satisfaction. We understood that our guests were the lifeblood of our business, and we made it our mission to exceed their expectations. We achieved this by being attentive to their needs, responsive to their feedback, and proactive in addressing any issues that arose.

Whether it was a special request or a complaint, we treated every guest interaction as an opportunity to deliver exceptional service and build loyalty.

To measure our success, we closely monitored our guest feedback and service scores. We used online review platforms, such as Google, Tripadvisor and OpenTable to track our performance and identify areas for improvement. We also conducted regular guest surveys to gather feedback and insights that helped us refined our service standards.

By leveraging these tools, we were able to make data-driven decisions that drove continuous improvement and excellence.

In addition to our focus on teamwork and guest satisfaction, we also prioritized ongoing training and development. We recognized that our team members were our greatest asset, and we invested in their growth and development to ensure they had the skills and knowledge needed to deliver exceptional service. We provided regular training sessions on topics such as wine knowledge, mixology, and service standards. We also encouraged team members to attend industry events and conferences to stay up to date on the latest trends and best practices.

One of the most significant challenges we faced was maintaining consistency in our delivery service. With a large team and a high volume of guests, it was crucial that we maintained a consistent level of service quality. To achieve this, we developed a comprehensive service standards manual that outlined our expectations for service delivery. We also conducted regular service audits to ensure that our team members were meeting our service standards. By doing so, we were able to maintain a high level of consistency in our delivery service and ensure that our guests received an exceptional experience every time they visited us.

Another challenge we faced was managing guest complaints and feedback. While we strove to deliver exceptional service, we understood that mistakes can happen. When they did, we had a clear process in place for addressing guest complaints and feedback. We listened attentively to our guests' concerns, empathized with their frustrations, and provided timely and effective solutions. By doing so, we were able to turn negative experiences into positive ones and build loyalty with our guests.

As I look back on our achievements, I am proud of what we've accomplished. Our focus on teamwork, guest satisfaction, ongoing training and development, and consistency in service delivery has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025. And, of course, being recognized as the only Four-Star restaurant in San Antonio by the Forbes

Travel Guide is a truly remarkable achievement. As we move forward, we'll continue to build on our successes and address areas for improvement. We'll remain focused on delivering exceptional service to our guests and creating a positive and supportive work environment for our team members. By doing so, we'll ensure that Ostra remains a top destination for fine dining in San Antonio. Let’s together redefining the hospitality with personalization that makes every guest feel at home.

Human Touch vs. Tech: Striking the Right Balance in Personalized Service

The hospitality industry stands at a crossroads: on one side, cutting-edge technology offers hyper-personalized convenience; on the other, the warmth of human interaction defines genuine hospitality. The debate is no longer about choosing between automation and personal service—it’s about how to integrate both seamlessly to create the ultimate guest experience.

As hotels, resorts, and restaurants invest in AI-driven chatbots, smart rooms, and self-service kiosks, the question arises: How much technology is too much? And where should the human touch remain irreplaceable?

The Case for Technology: Speed, Efficiency, and Personalization

Tech-driven personalization is reshaping guest expectations. Today, guests demand convenience, instant responses, and seamless experiences—areas where technology excels.

1. AI-Powered Personalization

• AI-driven guest profiles can remember preferences (e.g., room temperature, pillow choice, dining habits) and create bespoke experiences automatically.

• Chatbots and virtual concierges provide instant, 24/7 support without wait times.

2. Smart Rooms & Contactless Convenience

• Voice-activated assistants (like Alexa for Hospitality) allow guests to control lighting, entertainment, and room settings.

• Mobile check-in and digital keys eliminate the need for front desk interactions, streamlining arrivals.

3. Data-Driven Insights for Hyper-Personalization

• Hotels leverage big data to anticipate guest needs, offering personalized discounts, room upgrades, and itinerary suggestions before a request is even made.

• CRM systems track repeat guests, ensuring their next stay is tailored to their past preferences.

The Advantage? Tech enhances convenience, consistency, and efficiency—helping hotels offer personalization at scale.

The Case for the Human Touch: Emotion, Connection, and Trust

While automation improves efficiency, true hospitality is built on empathy, intuition, and warmth—qualities that technology struggles to replicate.

1. Emotional Intelligence in Service

• A chatbot can process a complaint, but only a human can sense frustration, offer an empathetic response, and resolve issues with compassion.

• A skilled concierge doesn’t just book a tour—they read between the lines and suggest experiences that align with a guest’s unspoken desires.

2. Spontaneous Personalization & Surprise Moments

• A housekeeping team noticing a guest’s half-read book on Paris and leaving a complimentary city guide is a human-driven, personalized touch tech can’t replicate.

• A front desk team remembering a guest’s favorite coffee order adds a personal, unexpected delight that fosters loyalty.

3. The Importance of Trust & Cultural Sensitivity

• Guests often feel uneasy about full automation, especially in luxury or cultural settings where personalized interactions matter.

• In regions where hospitality is deeply rooted in tradition and warmth, tech-only service may feel impersonal.

The Advantage? Humans provide intuition, emotional intelligence, and genuine connection, making guests feel valued beyond algorithms.

Finding the Right Balance: Where Tech and Human Service Meet

Rather than replacing human interaction, technology should enhance service without eroding the human essence of hospitality. The ideal approach is a hybrid model:

• Automation for efficiency, humans for emotional connection.

  • Use tech to streamline check-ins and routine requests, but ensure human staff remain accessible for personalized engagement.

• AI-driven insights to empower staff, not replace them.

  • Give frontline employees access to AI-powered guest profiles so they can deliver thoughtful service rather than just process transactions.

• Tech as an enhancer, not a barrier.

  • Ensure digital solutions don’t create frustration for less tech-savvy guests—always offer an option to interact with real people.

Conclusion: The Future of Personalized Hospitality

The best hospitality brands are those that understand technology should never replace human warmth—it should amplify it. Striking the right balance means knowing when to automate and when to engage, ensuring that every guest feels both efficiently served and genuinely cared for.

As the industry evolves, one thing remains clear: hospitality will always be about people—even in the age of AI.

Rahul Yadav - General Manager at The Machan, Lonavala on Personalization in Hospitality

We believe hospitality is more than just service—it’s about creating deeply personal and memorable experiences for our guests. 

We train our staff in guest recognition and engagement, ensuring every interaction feels warm and personalized.

We leverage cutting-edge AI-powered concierge services to engage with guests from the moment they arrive until their departure. This intelligent system helps us to:

1) Record guest preferences for future stays, ensuring a seamless experience every time.

2) Offer real-time personalization, from dining recommendations to room ambiance setting

3) Streamline guest communication into a single, responsive platform

4) Enhance upselling opportunities, providing guests with relevant experiences and upgrades

Our personalization strategies include:

a) Bespoke honeymoon experiences, with romantic setups and curated surprises

b) Customized fitness programs, tailored to guests’ health and wellness goals

c) Handpicked local excursions and cultural activities, based on personal interests

d) Exclusive offers and packages, designed to match individual preferences

Sudhir Jena - Vice President, Corporate, Lords Hotels & Resorts on Personalization in Hospitality

The concept of personalization is revolutionizing the hospitality industry, allowing hotels to create unique, tailored experiences that meet the individual preferences of each guest. By anticipating specific needs, hotels can enhance guest satisfaction and build loyalty. 

At Lords Hotels & Resorts, we leverage technology to connect with guests in real time. Our Central Reservation team work closely with hotel operations team to gather guest preferences through online booking forms and direct communication, ensuring a truly personalized stay—whether it’s arranging special bedding with rose petals, creating towel art displays, serving favorite snacks and meals, or surprising guests with a birthday cake!

At Lords Hotels & Resorts, we aim to go beyond, making sure that every stay is a memorable and unique experience.

Salim Shaikh, Co Founder, Monday Hotels on Personalization in Hospitality

At Monday Hotels, we’re redefining hospitality by crafting personalized experiences that leave lasting impressions on every guest. Recognizing that each guest is unique, we go the extra mile to tailor every aspect of their stay, ensuring it aligns with their individual preferences, tastes, and needs. 

By leveraging a combination of social media insights, prior guest interactions, and detailed guest history, we personalize each experience from the moment they arrive. Whether it’s adjusting room setups, meeting dietary requirements, or offering personalized concierge services, every detail is thoughtfully designed to create a sense of comfort and belonging. 

Guests are welcomed with customized notes, special occasion greetings, and a warm, personalized touch that makes them feel truly valued. In addition, we carefully curate amenities and experiences—whether it’s surprise treats or local experiences—that speak to their specific desires and interests. With an unwavering commitment to meaningful personalization, Monday Hotels goes beyond offering just a place to stay; we create unforgettable memories that resonate long after departure. 

At Monday Hotels, every guest deserves more than just a room—they deserve an experience crafted just for them. 

Monday Hotels – We Value You!

The Future of Personalized Dining: From AI-Generated Menus to Customized Culinary Journeys

The food and beverage (F&B) industry is undergoing a transformative shift, driven by advancements in technology and evolving consumer expectations. Today, diners are no longer satisfied with one-size-fits-all menus or generic dining experiences. Instead, they crave personalized, immersive, and memorable culinary journeys tailored to their unique preferences, dietary needs, and even emotional states. From AI-generated menus to hyper-customized dining experiences, the future of personalized dining is here—and it’s revolutionizing the way we eat.

The Rise of Personalization in Dining

Personalization in dining is not a new concept. Chefs have long tailored dishes to accommodate dietary restrictions or preferences. However, the integration of artificial intelligence (AI), machine learning, and data analytics has taken personalization to unprecedented levels. Restaurants, cafes, and even food delivery services are leveraging technology to create bespoke dining experiences that cater to individual tastes, health goals, and cultural preferences.

Why Personalization Matters

• Health and Wellness: With the rise of dietary trends like keto, veganism, and gluten-free diets, consumers are increasingly seeking meals that align with their health goals.

• Convenience: Busy lifestyles demand quick, tailored solutions, whether it’s a meal kit or a restaurant recommendation.

• Experience: Diners are willing to pay a premium for unique, immersive experiences that go beyond just food.

• Sustainability: Personalized dining can reduce food waste by tailoring portion sizes and ingredients to individual needs.

How Technology is Driving Personalized Dining

1. AI-Generated Menus

AI is transforming how menus are created. By analyzing customer data, including past orders, dietary preferences, and even social media activity, AI can generate personalized menu recommendations. For example:

NotCo: This Chilean food tech company uses AI to create plant-based alternatives to popular dishes. Their AI platform, Giuseppe, analyzes molecular structures to replicate the taste and texture of animal-based products.

Spoon Guru: A UK-based platform that uses AI to help restaurants and retailers offer personalized food recommendations based on dietary needs and preferences.

2. Hyper-Personalized Recommendations

AI-powered recommendation engines are becoming a staple in the F&B industry. These systems analyze vast amounts of data to suggest dishes, drinks, and even wine pairings tailored to individual tastes. Examples include:

- *OpenTable: The platform uses AI to recommend restaurants based on a user’s dining history and preferences.

- Deliveroo and Uber Eats: These food delivery apps use machine learning to suggest meals based on past orders and browsing behavior.

3. Immersive Dining Experiences

Technology is enabling restaurants to create multi-sensory dining experiences that engage sight, sound, and even smell. Examples include:

- Project Nourished: A virtual reality (VR) dining experience that uses VR headsets, scent diffusers, and 3D-printed food to simulate exotic meals without the calories or environmental impact.

- Alchemist: A Copenhagen-based restaurant that combines gastronomy with theater, offering a 50-course meal accompanied by immersive visual and auditory effects.

4. Customized Culinary Journeys

Some restaurants are taking personalization to the next level by offering entirely customized dining experiences. For instance:

- Atelier Crenn: Chef Dominique Crenn’s San Francisco restaurant offers a personalized tasting menu based on diners’ preferences and dietary restrictions.

- Dinner by Heston Blumenthal: This London-based restaurant uses historical recipes and modern techniques to create bespoke dishes tailored to individual tastes.

5. Smart Kitchens and IoT

The Internet of Things (IoT) is enabling smart kitchens that can adapt to individual preferences. For example:

- Moley Robotics: A fully automated robotic kitchen that can prepare personalized meals based on user input.

- June Oven: A smart oven that uses AI to recognize food and cook it to perfection based on individual preferences.

Examples of Brands Embracing Personalization

1. Chipotle: The fast-casual chain uses AI to recommend menu items based on customer preferences and past orders.

2. Starbucks: Their mobile app uses data analytics to offer personalized drink recommendations and rewards.

3. Hellmann’s: The brand launched a “WhatsApp fridge” in Brazil that suggests recipes based on the ingredients users have at home.

4. Nestlé: The company’s “Wellness Ambassador” program uses AI to provide personalized nutrition advice and product recommendations.

The Role of Data in Personalized Dining

Data is the backbone of personalized dining. By collecting and analyzing data from various sources—such as loyalty programs, social media, and wearable devices—restaurants can gain insights into customer preferences and behaviors. For example:

- Wearable Tech: Devices like Fitbit and Apple Watch can provide data on a user’s health metrics, enabling restaurants to suggest meals that align with their fitness goals.

- Loyalty Programs: Starbucks’ rewards program collects data on customer purchases to offer personalized promotions and recommendations.

To-Do List for Hospitality Leaders

1. Invest in AI and Data Analytics: Leverage AI to analyze customer data and offer personalized recommendations.

2. Adopt Smart Kitchen Technology: Implement IoT devices to streamline operations and enhance personalization.

3. Create Immersive Experiences: Experiment with VR, AR, and multi-sensory dining to engage customers.

4. Focus on Sustainability: Use personalization to reduce food waste and promote sustainable practices.

5. Prioritize Data Privacy: Ensure that customer data is collected and used ethically and transparently.

6. Train Staff: Equip your team with the skills to deliver personalized service while maintaining a human touch.

7. Collaborate with Tech Partners: Partner with tech companies to stay ahead of the curve in personalized dining innovations.

8. Gather Feedback: Continuously collect customer feedback to refine and improve personalized offerings.

Personalized dining is no longer a luxury—it’s an expectation. By embracing technology and prioritizing individual preferences, hospitality leaders can create unforgettable culinary experiences that keep customers coming back for more. The future of dining is personal, and the time to act is now.

Sustainability 2.0: Innovations and standards reshaping the hospitality industry by Sharin Joseph, Commercial Director, Conrad Bengaluru

The hospitality industry has long been at the forefront of embracing sustainability. The initial wave of sustainability programs, which included energy-efficient buildings and a reduction in single-use plastics, was successful in raising awareness and spurring action. But as we enter a new era known as Sustainability 2.0, it is crucial to address the more profound systemic changes required to have a long-lasting impact rather than surface-level solutions. Some of the developments that would offer India, a nation with one of the fastest-growing hospitality industries in the world, a chance to take the lead via inclusivity and innovation are:

• Innovating Through Circular Economy Practices: The principles of the circular economy are increasingly finding relevance in the hospitality sector. Sustainability 2.0 champions waste as a resource rather than a by-product. In practice, this means rethinking traditional models of procurement, operations, and disposal.

• Innovations such as on-site composting systems, refillable amenities, and upcycled furnishings are gaining traction in Indian properties. Moreover, collaborations with local artisans to repurpose discarded materials into décor and guest amenities not only reduce waste but also highlight India’s rich cultural heritage. By integrating circularity into operations, hotels can demonstrate leadership while resonating with eco-conscious travelers.

• Beyond waste management, hotels are adopting zero-waste kitchens by creatively repurposing food scraps, donating excess food, and partnering with local farms for farm-to-table dining experiences. Such measures contribute to resource efficiency and resonate with conscious consumers seeking ethical hospitality.

• Localized Sustainability: Context Matters: India's varied topography and culture call for a regional strategy for sustainability. What works for a luxury resort in the Himalayas may not be relevant for a beachfront property in Goa. Hotels must match local communities, resources, and ecosystems with their sustainability plans.
  This include using locally grown food, hiring locals, and implementing sustainable water management techniques in areas with limited water supplies. For example, rainwater collection and wastewater recycling are now required, particularly in regions experiencing water constraint. In addition to promoting sustainability, these initiatives strengthen the bond between lodging facilities and their environments.

• Standards That Go Beyond Compliance: While government regulations like the Indian Green Building Council (IGBC) certifications set minimum standards for sustainable practices, Sustainability 2.0 calls for going beyond compliance. The focus shifts to creating new benchmarks tailored to the unique challenges of the Indian market. This might include metrics for community impact, biodiversity conservation, and sustainable sourcing.

• Emerging voluntary standards like EarthCheck and LEED for Hospitality are gaining traction in India, serving as blueprints for properties aiming to lead in this space. However, the industry must also innovate by crafting frameworks specific to challenges such as over-tourism, cultural preservation, and the integration of renewable energy.

• Technology as an Enabler: Technology continues to function as a catalyst in this transformation. Tech- enabled solutions, such as digital guest interaction platforms, can drastically cut down on paper and energy waste in addition to managing energy and resources. Blockchain is also being investigated for transparent supply chain management, which would guarantee that all goods and services meet sustainability requirements.

• IoT-enabled smart rooms that save resources and adjust to visitor preferences are becoming increasingly popular. These developments highlight the brand's dedication to sustainability while also improving the visitor experience.

• Redefining Luxury in the Age of Sustainability: For a long time, luxury in hospitality was equated with excess. In the age of Sustainability 2.0, luxury is being redefined to reflect mindfulness, responsibility, and authenticity. Guests now seek meaningful experiences that allow them to connect with nature, communities, and cultures without compromising on comfort.
  From offering plant-based dining options to creating wellness-focused retreats that emphasize minimal environmental impact, the Indian hospitality industry is uniquely positioned to lead this redefinition. Properties can harness India’s natural and cultural wealth to craft sustainable luxury experiences that stand out in the global market.

The Road Ahead

Sustainability 2.0 is not only a trend; it is a necessity for India's hospitality sector. Achieving success in this evolving landscape requires balancing planetary health, guest satisfaction, and profitability. By implementing localized strategies, integrating circular economy principles, and leveraging technology, the Indian hospitality industry can set new international benchmarks for sustainability.

This is a chance to build an ecosystem of hospitality that not only welcomes visitors but also nurtures the environment and uplifts communities. As the industry embarks on this transformative journey, sustainability must be embedded at every level—from design and operations to guest engagement and policy advocacy—ensuring a regenerative and resilient future for Indian hospitality.

Hospitality 2.0: Innovations and Standards Continuing to Guide the Evolution of Tourism By Simranjeet Singh, Director, CYK Hospitalities

Apart from reflecting societal values, the hospitality industry is now emphatically positioned within the limitations of this kind of categorization. No more talks about luxurious stays: sustainability tops a variety of expectations, above all from travelers who are currently looking for environment-friendly as well as socially aware experiences.

Sustainability 2.0 signifies a shift in the values of sustainability, according to which it is no longer about the achievement of environmental standards through innovative, inclusive, and community well-being practices in hospitality.

Sustainability 2.0 changes the way business is done in the industry to make it a pioneering industry that will build that unheard-of balance among environmental stewardship, social responsibility, and economic growth. It is not about ticking off items but approaches that are holistic and adaptive to the unique individual needs of each hospitality business.

Innovations Inducing Sustainability 2.0 in Hospitality

1. Smart Energy Management
The rapid advance in technologies, such as smart grids and IoT appliances, as well as some renewable energy systems, characterizes the energy management trend of hospitality properties. The hotels achieve net-zero energy powered by wind and solar energy, while the energy management systems monitor real-time usage to optimize the usage. For instance, urban hotels must concentrate on efficient HVAC systems, and resort hotels on sustainable refrigeration technologies.

2. Circular Economy in Operations
Sustainability 2.0 is about addressing waste as the only resource material. Conversion of wastes such as food into composted soil or biofuel, changing the former linens into cleaning materials, or donations makes the trash less dependent on landfills and raises the value of extra waste resources; they can be quite integral to hotel operations as the first foundation for waste management with this kind of leap in hotel operations.

3. Sustainable Design and Retro-fit for Hospitality Projects
These projects now use many green building principles projects actually feature the use of locally produced materials, energy-efficient fixtures, and a design connected to nature often termed biophilic design. Employing new smart lighting, water-saving plumbing technologies, overall better insulation on the upgraded older properties, supports their long-term sustainability greatly, all the while maintaining and possibly even upgrading the level of comfort of the guest in those properties.

4. Technical Treatments to Water Continuance
One of the most "important" issues would be water itself as water resources become scarce. Hotels are pursuing graywater recycling systems, unrivaled low- flow fixtures, and new-age smart irrigation systems. An advantage with this is how conservation measures minimize the use of water but also cut operational costs across departments.

5. Digital Transformation
There is no denying that the digital age has been an indispensable part of sustainability in hospitality. One instance of such is the use of mobile check-ins, keyless room access, and virtual concierge service for low paper and plastic waste. It also has programs that track energy usage and water use among guests, thereby encouraging more conservation practices by guests. These new technologies contribute to creating a special experience for the guest while promoting the behavior of consciousness toward the environment.

Social Aspects of Sustainability in the Hotel Industry

1. Inclusive Work Practices
Women, differently abled individuals, or people from marginalized Indigenous communities are provided opportunities by those in hospitality businesses. This delves beyond providing diversity but also mixes guest experiences with culturally unique perspectives.

2. Localized Economies
Hotels and eating establishments largely use farm-to-table dining and promote working with local craft industries to enrich the guest experience. They put their properties’s investments in local crafts and foods, while at the same time building stronger relationships with the community members and providing richer experiences in culture with guests.

3. Relations with the Community
Hotels in the present day collaborate with local NGOs to champion issues concerning education, healthcare, and conservation. Thus, the proactive orientation satisfies brand credibility by aligning with the trends and encouraging travel with a conscience.

Guest-Centric Sustainability in Hospitality

Guest-centered sustainability holds the guest as the core of sustainable hospitality. Hotels have designed and introduced programs focusing on the involvement of tourists in green practices:

Beach Cleanup and Planting of Trees: Guests get involved in conservation efforts close to the destination.

Eco-Entertainment: Reward guests who use towels (or neffs) or prefer paperless vouchers and offer discounts for using them. They can adapt to rewards predictably.

Training: cooking classes using local ingredients and tours that manifest sustainable operations typically take place in hotels; educational experience teaches active participation.

Next Generation Innovations for Sustainable Hospitality

The future of Sustainability 2.0 in hospitality is promising, along with these developing trends:

• AI-Driven: Analytics for predictive resource management and personalized guest experiences.

• Blockchain: For creating transparency in the supply chain, sustainability reporting.

• Regenerative tourism is geared towards the idea that an individual should not only leave a small carbon footprint on a place but rather a positive imprint: for example, ecosystem restoration and culture preservation.

With that trend becoming an essential part of themselves, advanced technology with the combined propulsion of community collaboration and giving new meaning to experience in hospitality should be the new trends that the industry is going to have to face, where it will be the forerunner of this trend in creating a sustainable, fair, and regenerative world.

Sudhir Jena, VP Corporate - Lords Hotels and Resorts on Sustainability 2.0

The hospitality industry is at the forefront of a global movement toward sustainability. With mounting climate concerns and a growing number of eco-conscious travelers seeking environmentally responsible experiences, Lords Hotels & Resorts is making significant strides in transforming its operations with advanced sustainable initiatives and strict adherence to emerging environmental standards.

Sustainability 2.0 represents a major leap forward in building environmental resilience. This initiative harnesses innovative strategies to tackle contemporary ecological challenges. Notable efforts by Lords Hotels & Resorts include:

• Gray Water Recycling: Implementing systems to reuse wastewater, reducing overall water consumption.

• Guest Participation in Towel and Linen Reuse: Encouraging guests to reuse towels and linens to conserve water and reduce laundry-related energy consumption.

• Education on Sustainability Practices: Training staff and informing guests about sustainable practices to foster a culture of environmental stewardship.

• Community Engagement: Collaborating with local communities to promote and support sustainable practices.

• Green Infrastructure: Prioritizing eco-friendly building designs and infrastructure to minimize environmental impact.

Lords Hotels & Resorts proudly stands as the first Indian hotel chain to introduce and enforce a comprehensive Environment Charter, alongside the Oath of Sustainable Tourism and a Code of Conduct for Safe and Honorable Tourism. These initiatives reflect the brand's unwavering commitment to setting a new standard for sustainable and responsible hospitality.

Sustainability 2.0- Innovations and Standards Reshaping Hospitality by Mr Suhail Kannampilly, Managing Director, The Fern Hotels & Resorts

Mr Suhail Kannampilly, Managing Director, The Fern Hotels & Resorts

The hospitality industry has long been a cornerstone of global tourism and local economies, yet its impact on the environment has also been profound. From resource consumption to waste production, the industry has faced increasing scrutiny over its environmental footprint.

However, in recent years, a transformative shift has begun, heralding what could be called ‘Sustainability’—an era where innovations in energy, water, waste and eco-conscious operations are reshaping the way we travel, stay and engage with the world. This new wave of sustainability is not just about minimizing harm; it is about creating positive change and the hospitality sector is at the forefront of this revolution.

At The Fern Hotels & Resorts, we have long recognized our responsibility as stewards of both the environment and the guest experience. Our approach to sustainability reflects our belief that ecological sensitivity and business excellence are not mutually exclusive but are deeply intertwined. Through a combination of pioneering initiatives and industry-leading practices, we are striving to not only meet but exceed the standards set by global sustainability frameworks.

A key pillar of our sustainability efforts is the integration of renewable energy. Many of our properties are equipped with solar panels, an innovation that has significantly reduced our reliance on conventional energy sources. By generating clean, renewable energy on-site, we are reducing carbon emissions while setting a powerful example for other businesses across industries. Coupled with the use of energy-efficient LED lighting and other energy-saving equipment, we ensure that sustainability is embedded into the very fabric of our day-to-day operations.

Water conservation is another area where we are making great strides. Understanding the critical importance of safeguarding this vital resource, we have implemented advanced water recycling systems at several properties. These systems allow wastewater to be treated and reused, ensuring that we minimize our consumption of freshwater. Furthermore, rainwater harvesting is widely adopted, while the installation of low-flow fixtures in guest rooms significantly reduces water wastage without compromising comfort. By adopting such practices, we hope to raise awareness among our guests, encouraging them to adopt more sustainable water use habits in their daily lives.

Waste management remains a cornerstone of our sustainability strategy. Through diligent waste segregation, composting of organic materials and partnerships with recycling companies, we ensure that minimal waste reaches landfills. The elimination of single-use plastics in favour of biodegradable and reusable alternatives is another important step in our commitment to reducing environmental harm. These initiatives not only decrease our ecological impact but also align with broader global efforts to combat plastic pollution.

Our commitment to sustainability extends beyond our operational practices. We actively involve our guests in this mission by encouraging participation in tree-planting activities, community clean-up drives and promoting eco-friendly behaviours during their stay. This collaborative approach enhances the overall guest experience, fostering a sense of shared responsibility and making sustainability an integral part of the travel journey.

At The Fern Hotels & Resorts, we are proud of our progress, but we are also aware that sustainability is a continuous journey. By embracing cutting-edge innovations, adhering to rigorous standards, and engaging our guests in meaningful ways, we aim to lead by example and contribute to a more sustainable future for the hospitality industry—and the world at large.

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The Tamara Coorg Leading the Way in Climate-Sensitive Hospitality

The Tamara Coorg, nestled within a sprawling 180-acre coffee estate, we embraced the opportunity to pioneer a range of climate-sensitive initiatives, seamlessly implemented as end-to-end solutions. Central to these efforts was the flagship project, Manthan – a comprehensive organic waste management system designed to promote sustainability throughout the estate.

Manthan involves collecting organic waste from our kitchens, restaurants, and cafeteria, which is then composted and transformed into organic fertilizer. This fertilizer is utilized for landscaping across the property, enhancing our natural surroundings. The initiative begins with careful portion-measuring practices to minimize waste generation at the source, ensuring efficiency from the outset.

This system contributes to the maintenance of organic farms within the estate, which in turn provide fresh produce directly to the kitchens, creating a self-sustaining ecosystem. This cycle underscores the property’s commitment to responsible hospitality by fostering practices that deliver significant benefits in conservation, resource optimization, and ecological restoration.

At The Tamara Coorg, the mission is to establish a harmonious, self-perpetuating cycle of eco- responsive practices that serve both the guests and the environment, setting a benchmark for sustainable luxury in the hospitality industry.

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Nidhi Singh, Co-founder, Samosa Singh on Sustainability 2.0: Innovations and Standards Reshaping Hospitality

At Samosa Singh, sustainability is not just a buzzword; it’s the foundation of everything we do. From the very first step of sourcing ingredients to the final moment our products reach customers, every aspect of our operations reflects our commitment to building a sustainable future.

We start with our ingredients. Partnering with certified suppliers and government-accredited vendors allows us to uphold the highest quality standards while supporting local farmers and encouraging sustainable agricultural practices. This approach ensures that every bite of our samosas carries a story of care, responsibility, and a connection to the earth.

Our focus on sustainability extends to our manufacturing processes. At our state- of-the-art facility, we’ve implemented a range of eco-friendly measures to minimize environmental impact. For instance, we harness renewable energy through Wind Turbo Ventilators, and our water conservation efforts include a robust recycling system. Used water is treated and repurposed for non-potable uses such as cleaning and equipment maintenance, significantly reducing wastage.
Additionally, our energy-efficient equipment ensures that every step of production consumes as little power as possible, aligning with our vision for a greener tomorrow.

At the customer-facing end, we’re equally mindful of our environmental responsibilities. Sustainable packaging and responsible waste management practices are core to our operations. We proudly support the Food Safety and Standards Authority of India’s (FSSAI) RUCO initiative, which converts used cooking oil into biodiesel—a cleaner, greener alternative to conventional fuels. As a RUCO-certified and ISO 22000-compliant organization, we uphold our pledge to prioritize both food safety and environmental stewardship.

Technology plays a pivotal role in amplifying our sustainability efforts. By analyzing our supply chain, we reduce surplus inventory, optimize resource utilization, and minimize waste. This not only enhances efficiency but also allows us to deliver high-quality products with the least environmental impact. For us, sustainability isn’t a standalone objective—it’s woven into the fabric of our business. Every decision we make, from selecting ingredients to managing waste, reflects our belief in creating a harmonious balance between growth and environmental responsibility. Our journey toward sustainability is ongoing, but every conscious choice brings us closer to a world where businesses can thrive alongside the planet.

As we look ahead, our commitment remains steadfast. We’ll continue to innovate, lead by example, and demonstrate that sustainable practices are not just feasible but essential. At Samosa Singh, we’re not just building a business—we’re shaping a better tomorrow, one mindful decision at a time.

Nidhi Singh

Co-founder, Samosa Singh

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IHCL Goa Resorts Joins Forces with Bisleri International for the ‘Bench of Dreams’ Project

In a pioneering initiative that underscores a shared commitment to sustainability and community well-being, IHCL Goa Resorts has partnered with Bisleri International on their inspiring ‘Bench of Dreams’ project. This collaboration aligns seamlessly with IHCL’s forward-thinking Paathya framework, which focuses on sustainability, social impact, and creating holistic experiences for guests and the larger community.

The partnership between IHCL Goa Resorts and Bisleri International reflects a mutual vision of promoting a sustainable future. The ‘Bench of Dreams’ project involves the creation and installation of benches crafted entirely from recycled plastic. This initiative highlights a strong commitment to reducing plastic waste while delivering meaningful community impact. Each bench stands as a symbol of environmental responsibility and serves as a functional asset for guests at Taj Holiday Village Resort & Spa and Taj Fort Aguada Resort & Spa.

Commenting on the collaboration, Ranjit Phillipose, Senior Vice President - Operations, Goa, said, “Sustainability is at the core of IHCL’s Paathya initiatives, and our collaboration with Bisleri International exemplifies our dedication to creating tangible change. Through the ‘Bench of Dreams’ project, we aim to inspire individuals and organizations to think innovatively about recycling and to join us in building a greener tomorrow.”

Commenting on the collaboration, Angelo George, CEO, Bisleri International, said, “At Bisleri International, we are honoured to partner with IHCL on our ‘Bench of Dreams’ initiative. This project highlights our commitment to closing the loop in plastic waste management and showcases how innovative solutions can drive sustainable development and a circular economy. Through this collaboration, IHCL and Bisleri International invite all stakeholders, guests, and residents to join us on this transformative journey. Together, we aspire to create a future where sustainability is an integral part of everyday life.”

Crafted entirely from recycled plastic bottle caps, the benches are a testament to hope, responsibility, and collective progress. Adding to their aesthetic appeal, the benches feature backdrops painted by artists from Mouth and Foot Painting Artists (MFPA). The initiative leverages Bisleri International’s expertise in plastic recycling and IHCL Goa Resorts’ commitment to sustainable practices, delivering a product that is environmentally friendly and community-centric.

Strategically placed in prominent locations across Taj Holiday Village Resort & Spa and Taj Fort Aguada Resort & Spa, these benches not only provide functional seating solutions but also create awareness among in-house guests and staff about the importance of recycling and reducing environmental impact.

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Interview Questions I Like To Ask - Chef Kedar Bobde, Executive Chef, Hyatt Regency Mumbai

Here are my few of my favourites..

Freshers or young entrants beginning to rise in brigade

1. Post generic questions I ask for interest of the candidate and usually check his preparedness on different ones ex. If western then about Indian and so on

2. Ideally That tell me about how well he/she has studied the subject and if candidate is willing to learn or has very specific/rigid approach

3. On western front one can definitely expect mother sauces and derivatives – since that’s the base of everything any creativity or playing with food can happen only if you have strong base knowledge

4. Definitely why is that one want’s to join kitchen and if long hours will deter their choice in near future – One has to have passion for whatever they are doing so to give in heart and soul for this is must. As culinary is not about excel and reports but creating unique experiences for patrons

5. Which books or sites candidate refers but usually I like to throw in this in the middle of conversation so as to understand how they keep up with knowledge and trend. 

Seasoned players – Sous chef and above

1. Post generic pleasantries why should I select you – For me to understand for candidate to elaborate on past achievement and to extract little more deeper how same was achieved (Role of team, other department or another factor), ideally to gauge style of working, team spirit, understanding of situation and use to your best.

2. If candidate has ever faced a situation where he was required to give golden handshake to employee – Again this is about temperament, situation handling and style of leadership.

3. Many times we have tough nut in a brigade how do you handle

4. Ways and means of cost management – This gives me his/her experience in doing so to handle outlet with outlook/knowledge towards astute cost management

5. Name the last five restaurants that a person has visited or read about – To comprehend the preservation of knowledge and to grasp of the trend

6. Describe your process for ensuring your ingredients stay fresh and retain their quality before being cooked. – very important to understand and maintain quality of ingredients

7. Three skills that you look for when you are a part of hiring process – This tells me what are the most important criteria for him as a chef

8. Quite often we get a customer who is not happy about food but we as a chef know there is nothing wrong how do you handle this situation – Another most important aspect of Chef’s life to handle tough customer and ensure they go back happy here agility is very important

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