Eclat Insights | Create Customer Personas & Go Through All Your SOPs To See How To Improve The Experience For That TG.

One of the earlier insights was The Compound Effect In Service Design, creating customer personas and going through your processes was a how to make it a wow idea in that insight.

A lot of you got in touch and wanted to know more, detail the thought, so here is a detailed insight on the same.

What Are Customer Personas?

persona, (also user persona, customer persona, buyer persona) is a fictional character created to represent a user type that might use a site, brand, or product in a similar way.

A traditional and common approach is the FIT, Group, MICE segmentation followed by hotels. For a different take user types, read this.

I like to think of it in terms of Customer Roles rather than Customer Segmentation. For example, the expectations and needs of someone hosting an event or gathering are very different than if they were attending that event. The person remains the same, the role changes.

How To Action This Insight

First, just make a simple table with all your processes as rows and your customer personas as columns.

Then, start developing micro-processes.  Micro processes are defined as small variations in a larger process that are defined for a particular need, location, time of day, situation etc.

Real-World Example

Check-In

Most hotels will already have a different check-in process for individuals and groups. Can we go deeper?

Let's look at two very accepted and robust customer persons used by most hotels - FIT-Individual & FIT-Family. Because you are a customer-sensitive organisation, you can do the following:

Wifi (if you have password-protected wifi or login/registration etc), give both the customer personas all the details (printed, in-room menu, services directory etc), but for the family, let them add multiple devices under one registration/user name & password. Every kid has their own device now and it can get a little frustrating to set that up for the entire family. This is creating solutions for a specific customer persona. Of course, if you are uber-luxury, you should have a digital concierge to do all this.  

Room Setup

The entire industry has some very well defined practices for room cleaning and set-up. Most hotels will have a special set up for honeymooners or special occasions.  Some will increase the bathroom amenities and towels if there is an extra bed or small family staying in a room.  For the MICE segment, hotels will place the schedule of events in the room. Hotels may also add little maps, details of important contacts and more. 

I share this only to highlight that our teams already know how to look after different customer personas. We just need to do more, go deeper. For example, can you think about how you could do up your room for a guest who identifies as a minimalist? What can you do for green-conscious travellers? 

Want to make this WOW?

Develop different Customer Service Story Boards for different customer personas.

This is a very powerful exercise that makes it easy for your teams to visualise the entire process with a very specific 'hero' of the process and a very well defined outcome.

Prabhjot Bedi

The one thing you can do right now is going on a walk. I would love to either go on a virtual walk with you or see your recorded walk to discuss tons of improvement ideas. As always, write to me at p.bedi@eclathospitality.com

Ingredient Ideology | Festive Treats On A Platter By: Dr. Kaviraj Khialani- Celebrity Master Chef.

FESTIVE TREATS ON A PLATTER

With just around a fortnight into the new year 2022, carrying all rays of hope and positivity expecting the onset of the year bringing in all the best, best of health, work, and relationships for all of us. It also rings in one of the most auspicious festivals of Hindus which is Makar Sankranti.  The significance of Makar Sankranti is signified by the sun's entry into Capricorn. On this day, the sun turns Uttarayan and enters Capricorn. Hindus from different corners of the nation are observed bathing in holy rivers on Makar Sankranti. It is set by the solar cycle and corresponds to the exact time astronomical event of Sun Entering in Capricorn sign and is observed on a day that usually falls on 14 January of the Gregorian calendar, but on 15 January in Leap Years. 

Makar Sankranti follows Lohri by a day and is a popular festival in most parts of the country, but the festivity is at its prime, mainly in North India. The festival marks the advent of the harvest season and also signifies the end of Winter as the days start getting longer. Makar Sankranti marks the harvest season for Maharashtra, which is why it is celebrated throughout the state with great passion. A day before the festival begins, people clean their houses and make sure that everything is immaculate. 

Most also wear ethnic Maharashtrian clothing during the three days of the festival. According to the Hindu calendar, there are a total of twelve Sankranti in a year. Further is divided into four categories which are known as Ayaan, Vishuva, Vishnupadi, and Shadshitimukhi Sankranti. The tradition of kite flying is for a healthy exposure to the early morning sun. Every year, people celebrate Lohri and Makar Sankranti by making til (sesame seeds) laddoo. These laddoo are used in worship, and eating them also helps keep the body warm.

 The rays are very healthy and provide a rich source of Vitamin D. The sunlight also helps in getting rid of skin infections and diseases. The day of Makar Sankranti is considered very important for the people of this zodiac sign as the Sun moves to Capricorn on this day. They should donate Khichdi, blankets, clothes etc. On the day of Makar Sankranti, these people are advised to donate khichdi, oil and warm clothes. The scientific importance of these sweets is that sesame seeds help in keeping the body warm and provide good amount of oil that is essential to provide moisture during winter. Makar Sankranti is a festival famous for its sesame sweets and kite flying.

Some of the most popular foods prepared, served and eaten during makar Sankranti include Til ke Laddoo, Puran Poli, Khichdi, Payesh, Pinni, Gur ki Gajjak, Chikki and more. The combo of Til and Gur actually comes from Maharashtrian phrase “til gud ghya aani god god bola” This is a common expression used to greet family and guests in Marathi households during Sankranti celebrations. The expression literally means 'Eat til and Gur and speak sweet'.

While on the other hand, Lohri is the celebration of the arrival of longer days after the winter solstice. According to folklore, in ancient times Lohri was celebrated at the end of the traditional month when winter solstice occurs. It celebrates the days getting longer as the sun proceeds on its northward journey. It's a new year and now that January is almost half over, Lohri is close by. There is an excitement in the air as there has been little cause to celebrate in the past year due to the Coronavirus pandemic. But with a vaccines and boosters doing a great job, everyone is starting to feel hopeful and joyous again. This year Lohri is just around the corner people are preparing for the festivities earnestly. Lohri can be celebrated in a large way with the whole community or it can be done in a small scale, with one’s family or household. Considering the risk of spreading virus and its variants, it is best adviced to take celebrations keeping in mind all Covid appropriate behaviors as well.

Here are a few facts about Lohri – The Harvest Festival!

* From a less religious and more linguistic perspective, it has been said that since the consumption of til (sesame seeds) and (jaggery) is traditional at the festival, it could be that the words til and Gur merged to become tilorhi, which eventually got abbreviated to Lohri over the years. The word Lohri is also said to have its origins in the regional word ‘loh’ refers to the warmth and light of fire.

* The name of this festival has many variations and possible origins. It is said to be the name of the Goddess Lohri, the sister of Holika, who is celebrated on Holi. Meanwhile, in Punjab it is called Lohi. Lohi was the wife of Sant Kabir, an important figure in the Sikh religion.

* Lohri being a harvest festival, though those who live in rural areas of north India and those who work in agricultural fields would already know this, but those in Southern India and those who live in Urban areas might be unaware of the significance. The winter crop traditionally Rabi is harvested in the days up to Lohri and then on the festival day all those involved in the labour gather around big bonfires and socialise and celebrate the harvest.

* It is a Hindu religious festival, It’s hard to say if it started out as a religious festival or an agricultural one but in Hinduism, it is believed to celebrate the Goddess Lohri and the God Agni. But, Lohri is celebrated by farmers of other religions too.

* It is a Solstice festival Many religions worldwide have a winter solstice festival such as Christmas or Yuletide. Lohri is the Indian equivalent, though it takes place later due to seasonal differences in the place of origin. It marks the end of winter
Lohri is said to be on the last truly cold day of the season, after which every day will get longer and warmer easing into Spring. It is not to be confused with Holi, which marks the end of Spring and beginning of Summer or Basant Panchami which marks the beginning of Spring.

*It is the longest night of the year, Lohri has the shortest day and longest night, after which every day will get longer. It's no wonder then that all the festivities for Lohri take place after the Sun has set. It also marks a new financial year historically, the revenue for winter crops used to be collected on Lohri. This custom is still given importance in the Sikh community.


Besides, the family and friends coming together during this festive occasion, some of the most popular foods prepared, served and eaten on Lohri include Sarson ka Saag, Makkai di Roti, Pindi Chane, Gur ki Roti, Murmur Laddoo, Chironji aur Makhane ki kheer, til ki burfi, Dry Fruit wali Chikki, Gur ka Halwa, Gajjak, Golden Pinni, Coconut Chikki / Bars etc.



Extending festive greetings to one and all on the auspicious festivities, here are a few easy to make festive recipes on Makar Sankranti and Lohri for all our valued readers:

Recipe-1] TIL GUR LADOO

[ An all-time favourite sweet made during makar Sankranti in Maharashtra]

ingredients:

white sesame seeds-1 cup

ghee- 3-4 tsp

jaggery- 1 cup grated

roasted crushed peanuts-1/4 cup

green cardamom powder-1/4 tsp

Method:

1. Prepare all the ingredients to start with the recipe.

2. Using a dry pan, lightly roast the sesame seeds for 4-5 mins, remove and keep aside.

3. Now warm up ghee in a thick bottomed pan, add in the grated jaggery and mix, continue cooking on a low flame stirring it up in order to melt all the jaggery in the pan.

4. We can now add in the green cardamom powder, crushed peanuts and roasted cooled down sesame seeds to the mixture, turn off the flame.

5. Remove onto a greased thali and using a greased hand and finger tips divide the mixture while still warm into lemon sized balls and shape them up, allow to settle, cool and store in an air-tight jar and use as required.




Recipe-2] NOLEN GUR PAYESH

[A festive sweet made during Makar Sankranti in Bengal and parts of East India]

Ingredients:

Full fat milk- 750 ml

Jaggery/ palm jaggery- 1 cup grated

Green cardamom- ¼ tsp powder

Brown sugar/ sugar/ condensed milk to taste as needed

Aromatic rice/ basmati rice- ½ cup

Almonds- 2-3 tbsp. cut

Ghee- 2-3 tbsp.

Raisins- 2-3 tbsp. cut

Cashews- 2-3 tbsp. cut

Mava/ khoya- 2-3 tbsp. grated

Method:

1. In a pan add little ghee and roast the nuts for a few seconds, remove and keep aside.

2. In a thick bottomed pan, boil and simmer the milk for 15-20 mins, now add in the washed and soaked rice for 20 mins, cook the rice on a low flame, keep stirring, allow rice to cook.

3. Now add cardamom powder, mava/khoya, once rice gets mushy add jaggery, condensed milk or sugar as well and allow to thicken further to a nice creamy texture.

4. Finally add in the roasted nuts, mix well and serve the payesh warm or chilled.






Recipe-3] MAKKAR SANKRANTI FESTIVE KHICHDI

[A Classic recipe with the goodness of rice and lentils simmered to perfection, mildly spiced, a perfect must have on the auspicious occasion]

Ingredients:

Split black gram-1/2 cup

White rice-1 cup

Ghee-1/4 cup

Oil-2 tsp

Cloves- 4-5 no

Black peppercorns- 4-5 no

Cinnamon stick- 1 piece

Black cardamom- 2 pc

Dry red chilies- 2 no slit

Green chilies- 2 no slit

Hing-1/2 tsp

Jeera seeds- 1 tsp

Curry leaves- 10-12 no

Ginger- 1 tsp chopped

Onion-1 small chopped, optional

Turmeric powder-1/4 tsp

Red chili powder-1/4 tsp

Salt to taste

Garam masala powder-1/4 tsp

Water as needed

Assorted mixed veggies as desired can also be added.

Coriander leaves- 2 tbsp. chopped

Method:

1. Pick and clean, wash and soak the rice and the split lentil separately for around 20 mins.

2. Heat oil and ghee in a pan, add in the whole spices and flavor the pan with them for a few seconds, add in the hing, cumin seeds, onions, ginger, chilies, curry leaves and the aromatic ingredients to add value to the recipe.

3. Now add in the rice, lentils all drained well, also add salt and all powdered spices, give them all a nice stir, add double quantity of warm water and mix, add coriander leaves, any choice of veggies if desired.

4. Once the khichdi comes to a boil, simmer cover and cook on a low flame until the rice and lentils are well cooked, add assorted nuts for garnish and serve the khichdi with bowl of curd/ salad/ raita/ papad.






Recipe-4] KHOYA AUR MAKHANE KI KHEER

[ A delicately flavoured sweet made using lotus seeds, nuts, adequately sweetened and enriched just right for the season]

Ingredients:

Milk- 1 liter

Sugar- 1 cup

Ghee- 2-3 tsp

Lotus seeds/ makhana- 1 and ¼ cup

Green cardamom powder-1/4 tsp

Raisins- 2-3 tsp

Walnuts- 2-3 tsp sliced

Almonds- 2-3 tsp sliced

Cashews- 2-3 tsp sliced

Khoya/ mava-1/4 cup

Condensed milk- ¼ cup

Rose petals- ¼ cup

Saffron-1/2 gm- optional.

Method:

1. Prepare all the ingredients for the makhane wali kheer and keep ready.

2. Simmer and reduce the milk for 30 mins. now add in the sugar, green cardamom powder and mix well.

3. Add in the khoya and mix, cook for 4-5 mins. add in half the nuts and simmer for 4-5 mins.

4. As an option I prefer to saute the makhanas in a little ghee with green cardamom powder for a few mins and then add them into the simmering milk, cook them for 8-10 mins and turn off the flame.

5. Garnish the kheer with rest of the nuts, saffron if desired and serve it in dessert or sweet serving cups and offer it warm or chilled as preferred, decorate with rose petals.







Recipe- 5] ATTE KI PINNI

[ A famous home style sweet made with whole wheat flour blended with assorted nuts and delicately hand shaped with all the love for the festivity]

Ingredients:

Whole wheat flour- 4 cups

Ghee- 300 ml

Sugar- 400 gms

Green elaichi powder- ¼ tsp

Melon seeds-2-3 tsp

Gaund- 1 cup/ 100 gms

Almonds- 2 tbsp. chopped

Cashews-2 tbsp. chopped

Raisins-2 tbsp. chopped

Walnuts-2 tbsp. chopped

Black cardamom powder-1/4 tsp

Method:

1. Prepare all the ingredients and keep aside.

2. Heat a little ghee and saute the gaund for a few seconds and remove, keep aside, cool crush and keep it on the side for later use.

3. In the same pan with a little ghee fry the nuts and melon seeds, remove and keep aside.

4. Heat the final lot of ghee and now start bhunaoing the atta on a low flame until it gets a nice nutty brown color.

5. Remove from the flame, allow to cool down, now add in the cardamom powders and powdered sugar into the atta and mix well.

6. Add in the nuts and crushed gaund and shape equal portions of the mixture into pinnis getting the typical finger marks on it. Store in air-tight jars and use as required.








RECIPE- 6] GUR WALE CHAWAL

[ Meethe Chawal as we also address this as, one of the most awaited moment to enjoy the festivity with a hot portion of this mildly spiced, generously sweetened rice delicacy]

Ingredients:

Rice- 1 and a half cup

Ghee- 3-4 tbsp.

Cinnamon stick- 1-inch piece

Green cardamom- 3-4 no

Black cardamom- 1-2 no

Cloves -3 4 no

Jaggery- 1 and a half cup

Water-around 2-3 cups

Almonds- 2 tsp chopped

Pista- 2 tsp chopped 

Raisins- 2-3 tbsp.

Walnuts- 2-3 tsp chopped

Cashews- 2-3 tsp chopped

Saffron- ½ gm

Silver varq- ½ leaf

Dates- 2-3 tbsp. chopped

Method:

1. Prepare all the ingredients for the sweet rice delicacy.

2. Clean, wash and soak the rice for 20 mins.

3. Heat up ghee in a pan and saute the spices, add in the drained rice and saute for 1 min.

4. Add in the hot/ warm water and allow the rice to come to a boil, simmer until ¾ done and cooked.

5. Now add in the grated jaggery and half the amount of nuts, mix and cover the container, simmer for 12-15 mins until rice is nice and well done, using a fork lightly open up the rice, check for sweetness and add in some chopped dates, saffron soaked in a little warm milk towards the end.

6. Dish out the sweet rice into a serving bowl, dessert cups, garnish with rest of the nuts, some silver varq if desired and enjoy the festive sweet with family and friends.

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Appointment | Hilton Mumbai International Airport hires Deepak Badola as Director Human Resources

Deepak Badola Director of Human Resource

Deepak will be responsible to drive Strategic HR and foster Hilton culture to set an excellence in team member experience.

Hilton Mumbai International Airport has appointed Deepak Badola as their Director of Human Resources.

As a seasoned professional, Deepak brings with him over 16 years of experience in the hospitality industry. He has worked at different levels in Operations and Human Resources.

 He started his career in 2005 as a Supervisory trainee with ITC hotels and worked through different roles in prestigious brands. Prior to joining Hilton, he has been associated with other hospitality brands like ITC , Taj , Accor, Royal Orchid Hotels, Radisson and Marriott. Most recently he was associated with Jaipur Marriott Hotel as Director of Human Resources. 

Deepak will be responsible to drive Strategic HR and fostering Hilton culture to set excellence in team member experience.  

Deepak has completed Masters’ in Human Resource Management from ICFAI University and graduated from IHM Chennai. He is an avid traveler and loves road trips

AWARD | Neha Kapoor wins Front Office Manager of the Year Award

Nine months after joining Pullman and Novotel New Delhi Aerocity as an Assistant Front Office Manager, Neha Kapoor was promoted to Front Office Manager. When the dual-property’s Rooms Division Managers (RDM) left, she took charge of the front office
operations for the combined 670 rooms.

Three years down the line, Kapoor has learnt a lot whilst handling two different hotel brands and leveraged this learning to increase overall revenue, ADR, guest satisfaction score and employee satisfaction score.

“While challenging initially, this on-the-job learning made me stronger and helped in my personal growth as well,” she emphasised.

The experience placed her in good stead when the pandemic struck. Despite the downturn faced by the entire industry, she stated that the hotels registered 174% YoY growth in upselling revenue and 5% YoY increase in room profitability in 2021 as compared to the year.

Appointment | Grand Hyatt Amman brings in regional expert as DOSM

The Grand Hyatt Amman in Jordan has brought in Zaid Talhami, a sales and marketing professional who has held directorial roles across hotels in the region. He is now the director of sales and marketing at Grand Hyatt Amman.

“With his luxury experience, he will be a great asset to drive business opportunities and lead the team to achieve their targets and will bring an unparalleled combination of sales and marketing expertise together with a natural ability to recruit, motivate and nurture a dynamic team,” said Grand Hyatt Amman in a statement.

Talhami has 23 years of hotel experience, much of which has been spent within the Jordanian capital. He began as a management trainee for Crowne Plaza Amman, moving to Sheraton Amman Al Nabil Hotel as group sales coordinator. Staying there for four years, he went on to Qatar to work with Four Seasons as a reservation sales agent, before returning to Sheraton in Amman.

Here he would continue to climb the ladder, moving from sales executive, to sales manager, to senior sales manager, and finally assistant DOSM in a span of just under seven years. He then went back to Qatar to become DOSM for the Grand Heritage Doha Hotel and Spa, later joining Warwick Hotels in Doha in the same role.

From 2016 to 2020, he worked with Fairmont Amman as DOSM, with his most recent role being with voco Doha West Bay Suites as DOSM.

Talabat & Dubai Restaurant Group launch Digital Growth Program

Talabat and Dubai Restaurant Group (DRG) have signed a memorandum of understanding to support 500 qualified DRG member applicants that meet set criteria with special talabat registration packages.

The collaboration represents a two-year commitment between the entities to support and strengthen the food and beverage sector in Dubai, and allows DRG members a unique opportunity to expand business visibility and reach through talabat’s customer database and logistics network. As part of the agreement, qualified DRG members are eligible for a specialized talabat commercial package, which includes reduced registration and commission fees.

Talabat’s revised fees and commission for those availing the Digital Growth Program are as follows: commission of 5.3 percent and AED 8.40 delivery fee per order, as well as 2 percent credit card fees or cash handling fees. There will also be a AED 2,324 registration fee for new partners joining talabat.

New Opening | The Hyatt Centric brand debuts in the Middle East

Hyatt Hotels Corporation announced the opening of Hyatt Centric Jumeirah Dubai, marking the lifestyle brand’s debut in the Middle East.

The seven-story property is set to become a social hub in the La Mer district, featuring 173 guestrooms, including 27 suites.

“We are proud to introduce the 10th Hyatt branded hotel in Dubai and to bring the first Hyatt Centric hotel into the UAE,” said Britta Leick-Milde, hotel manager of Hyatt Centric Jumeirah Dubai.

The hotel brings a mix of F&B outlets and features multiple spaces for meetings, events and social gatherings with a boardroom that fits up to eight guests, large terraces ideal for social gatherings for up to 85 guests and the exclusive rooftop bar that can be used for small group celebrations.

Appointment | Rayan Aranha appointed as General Manager of Novotel ibis Chennai OMR and Novotel Chennai SIPCOT

Rayan Aranha has been appointed as the General Manager for Novotel Chennai OMR, ibis
Chennai OMR and Novotel Chennai SIPCOT.

An industry veteran, Rayan has over two decades of hospitality experience in Sales, Marketing, Distribution and Operations.

Rayan is currently in his 10th year at Accor India, where he started as the Director of Sales and Marketing at Grand Mercure Bengaluru and later moved to various hotels such ibis Mumbai Airport, Pullman and Novotel New Delhi and Grand Mercure Mysuru as head of operations.

His most recent assignment was with Grand Mercure Bengaluru as the General Manager.
Rayan Aranha holds a bachelor’s degree in Journalism and is an alumni of SP Jain and IIMBengaluru.

He was also part of AccorHotels’ prestigious International Hospitality Management Program (IHMP), run by Academie Accor Singapore. He was awarded the General Manager of the year for Accor India in 2019.

Rayan likes to unwind in his home kitchen, creating delicacies for his friends and family. He
is also an avid traveller who is in constant search of unique culinary experiences.

Appointment | Anuj Chaudhry joins Grand Mercure Bangalore as its general manager

Chaudhry has a career spanning over 16 years in hospitality management and business leadership. He is a seasoned professional who has worked across markets in Hyderabad, Bangalore, Kolkata and Delhi NCR. Together with exceptional leadership skills, a comprehensive understanding of the business and an innovative mindset, Chaudhry will lead the hotel’s overall performance and growth.

He began his career with the Taj Krishna in Hyderabad, and later joined the Accor India team at its flagship hotel Novotel Hyderabad Convention Center and Hyderabad International Convention Center as an assistant manager - front office. At Accor, he took charge of various leadership roles in the rooms division and overall hotel operations in Bengaluru, Kolkata and Delhi. His most recent assignment was at ibis Gurgaon Golf Course Road as a general manager.

Chaudhry is a hospitality graduate from IHM Aurangabad, and also an alumni of ‘GM Pass’ 2012, Accor International’s career development programme for future general managers. Over the years, he has been the recipient of several awards and recognition, which includes the ‘General Manager of the Year’ Accor South Asia in 2018 He is also Accor India’s country champion for RiiSE, Accor International’s network in support of gender equality, diversity and inclusivity.

Appointment | Mr. Anand Prakash Ravi elevated as the Director of Food and Beverage Novotel Hyderabad Convention Centre,Hyderabad International Convention Centre (HICC

Novotel Hyderabad Convention Centre (NHCC) & Hyderabad International Convention Centre (HICC): Mr. Anand Prakash Ravi, Food and Beverage Manager at Novotel Hyderabad Convention Centre and Hyderabad International Convention Centre has been elevated as the Director of Food and Beverage of the complex. Anand has been associated with Accor since 2013 and started his career at Accor with NHCC & HICC. His influential mastery at discharging services in Food and Beverage section has been widely applauded.

Anand has a proven track record of 18 years of rich & extensive experience managing restaurant, convention & banquet, hotel bar and lounge Food &Beverage (F&B) Operations in National & International hotel brands like Accor, Marriott and the ITC.

He is an expert at planning as well as implementing the quality parameters in F&B service in line with the national and international guidelines to improve service performance. He is proficient in managing menu planning, new food concept and theme-based cuisines, health & dietary preferences. He is a creative & open-minded person with the knack for innovation in the F&B space.

Speaking on the appointment Mr. Manish Dayya, General Manager, Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre said “We are extremely delighted to announce the promotion of Anand Prakash Ravi, as the Director of Food and Beverage. His Proven abilities in delivering value-added customer service and achieving customer delight by providing customized products, will further boost up the guest experience at the property. His immediate task will be to take up the refurbishment project of one of the specialty outlets and re-launch.  

About Novotel-

Novotel Hotels, Suites & Resorts offers destination hotels designed as comforting and energizing places where guests can ‘press pause’ and take time to enjoy the moments that really matter. The brand’s wide array of hotels, suites, and resorts offer a multitude of services for business and leisure guests alike, including spacious, modular rooms with natural and intuitive design; 24/7 catering with nutritious choices; dedicated meeting spaces; attentive and proactive staff; family zones for the youngest guests; multi-purpose lobbies; and accessible fitness centers. Novotel, which has over 530 locations in more than 60 countries is part of Accor, a world-leading hospitality group consisting of more than 5,200 properties and 10,000 food and beverage venues throughout 110 countries.


New Opening| Choice Hotels India announces the launch of Comfort Inn Coral River Pathankot

Choice Hotels India announces the launch of

Comfort Inn Coral River Pathankot

 

Located in the picturesque town of Pathankot, Comfort Inn Coral River offers quality accommodation and impeccable personalized services.

 

Choice Hotels India adds another glorious property to its portfolio with Comfort Inn Coral River in Madhopur near Pathankot further strengthening its presence in the Punjab region after Patiala, Bhatinda, Amritsar, and Zirakpur. Strategically located at the meeting point of Punjab, Himachal Pradesh, and Jammu & Kashmir, Pathankot serves as the gateway to numerous popular tourist destinations including Dalhousie, Chamba, Kangra, Dharamshala, Mcleodganj, Jwalaji, and Chintpurni.

 

Mr. Vilas Pawar, CEO, Choice Hotels India, said, “Punjab has a huge potential for leisure and business propositions. The region is culturally rich and a favorite destination for tourists. Holding up with our promise to offer an international experience with warm hospitality at best value proposition strong, we are elated to add yet another property in the city of Pathankot”.

 

Mr. Dinesh Mahajan, Owner of Comfort Inn Coral River, a progressive Farmer, Environmentalist, Hotelier, and Horticulturist said, “We are proud of our association with Choice Hotels, and we endeavour to offer the best accommodation and service experience in the region. The USP of our resort is the location and the view. Together with Choice Hotels, we are set out to offer value for money accommodation with impeccable service

 

Comfort Inn Coral River showcases modern guest rooms with high standards of amenities, understanding the quintessential needs of the guests. With picturesque views of the river, an around-the-clock in-room dining facility, high-speed internet, a business center, laundry, and a host of other services, the hotel is ideal for business and leisure travelers.

 

The multicuisine restaurant River Vista serves Indian and Continental delicacies with buffet and ala carte options to choose from. Adore the mesmerizing views of the river while you dine at the restaurant. Unwind at Oasis, an uber-chic bar serving refreshing drinks and an array of nibbles.

The hotel also features a banquet hall, Baithak - fully equipped to host your conferences, meetings, and social gatherings and can hold up to 150 people. 

Our commitment to hygiene and warm hospitality will ensure that your stay is cherished forever.

 

 

About Choice Hotels India  

Choice Hospitality (India) Pvt. Ltd.                   

Choice Hotels India is part of Choice Hotels International, one of the largest and most successful lodging companies in the world. Choice Hospitality India Pvt. Ltd is a wholly-owned subsidiary of Choice Hotels International one of the largest and most widespread lodging franchisors of the world with over 7000 hotels across the globe. The brands of Choice Hotels in India are Clarion™, Quality™, Comfort™, Ascend Hotel Collection™, and Sleep Inn™. These brands offer an unbeatable choice covering the market segment from full service, upscale to limited-service mid-scale hotels.

 

Choice Hotels International

Choice Hotels International (NYSE: CHH) Choice currently franchises more than 7000 hotels, representing more than 500,000 rooms, in more than 35 countries and territories. Ranging from limited service to full-service hotels in the economy, mid-scale and upscale segments, Choice-branded properties provide business and leisure travellers with a range of high-quality, high-value lodging options throughout the United States and internationally. For more information on Choice Hotels, visit the company’s Website www.choicehotels.com.

 

Ingredient Ideology | Brown Bread To Good Health By: Dr. Kaviraj Khialani- Celebrity Master Chef.

Brown bread is bread made with significant amounts of whole grain flour, usually wheat, and sometimes dark-coloured ingredients such as molasses or coffee. In Canada, Ireland and South Africa, it is whole wheat bread, in the Maritimes and New England, it is bread made with molasses. Brown bread is made up of wheat flour at atta which makes it free of extra carbs and calories. This makes brown bread fit for the Keto diet as well. Also, it is rich in fiber and other nutrients. Brown bread has fibre, vitamins and minerals, making it a healthy choice. It helps keep blood sugar level in check, regulates bowel movements and helps in reducing cholesterol. It also reduces hypertension, risk of stroke, gastrointestinal disorder and obesity. Moreover, it's also low in calories.

Consuming wholemeal bread in moderation should not cause weight gain, but it will provide the necessary energy for the body. However, a person who wishes to manage their weight or lose weight should consider the following points: Taking in more calories than the body needs for energy will lead to weight gain. Brown bread is made up of the entire wheat grain which is high in vitamins, minerals and proteins whereas white bread is made up of only the endosperm which is rich in proteins and carbohydrates. Hence, brown bread is considered healthier than white bread.

In one study, people on a lower-calorie diet that included whole grains, such as whole wheat bread, lost more belly fat than those who ate only refined grains, such as white bread and white rice. Whole grains provide more vitamins, minerals, and fiber than refined. But overdoing whole wheat bread can add pounds, too. A fibre-rich diet helps to maintain bowel integrity and can also aid in reducing bad cholesterol. However, when choosing brown bread, make sure you read the label because contrary to belief, brown bread doesn't automatically mean it's 100 per cent whole wheat bread. A little awareness and eye for detail can help us go a long way when it comes to eating wise and choosing genuine stuff. Do check out a few of my interesting ideas using brown bread in sandwiches/ filling bites/ mini meal options.

Here are a few uses of Brown Bread which can be useful in our Kitchens:

  • Brown bread for breakfast: there are a number of ways in which brown bread can come handy for morning breakfasts from a brown bread toast, to toasted brown bread slices loaded with avocado, eggs and more. Brown bread upma with a touch of spice and nuts, seeds etc are a good way to start the day.

  • Brown bread for lunches and dinners: planning a light meal, a quick bite concept, sizzle it up with brown bread as a component which can add a varied touch and feel to the menu plan. From canapes to open sandwiches and lunchbox concepts, brown bread can be very useful when it comes to consuming wise meals.

  • Brown bread for snacky meals: an assortment of high tea, evening snack bites, toasts and treats are a good choice to dress up using brown bread. It is not only filling, nutritionally balanced but also adds a great satiety value when it comes to light bites.

  • Brown bread for sweet dishes/ desserts: a popular bread pudding, shahi tukda, double ka meetha and more can be easily dished out using brown bread in place of the regular white bread and making a few changes in the recipes with a healthy touch to it can create wonderful sweet delicacies to savour as well.



Here are a few of my all-time favorite recipes using Brown Bread.

Recipe-1] HEALTHY MASALA TOASTS

Ingredients:

Brown bread slices- 10-12 no

For the topping:

Oil- 2 tsp

Butter-1-2 tsp

Garlic- 1 tsp chopped

Onion-1 small chopped

Tomato- 1 small chopped

Green capsicum- ½ chopped

Boiled sweet corn- ½ cup

Celery-2 stalks, chopped

Salt to taste

Black pepper powder to taste

Mixed herbs- ¼ tsp

Chili flakes- ¼ tsp

Chaat masala-1/4 tsp

Tomato ketchup-2-3 tbsp.

Tabasco/Capsico sauce- ½ tsp

Peanut butter-2-3 tsp

Cheese-2-3 tbsp. grated




Method:

1. Prepare all the ingredients for the masala toasts as listed above.

2. Trim the sides/crusts of the bread a little and cut them into fancy shapes as desired. At times I do it in one piece and then after being toasted cut them into sharp triangles/squares or so and serve them.

3. While some prefer to toast the slices a little before placing the topping for final plating, we also at times do it without prior toasting as well.

4. Apply a little butter and peanut butter/ tomato ketchup in combination with a little chili sauce on the bread slices and keep aside.

5. In a pan saute the garlic, onion, capsicum, corn, tomatoes for a few mins, add in chopped green chilies if desired as well along with the seasonings, herbs, chili flakes and cook for 2 mins. remove and keep aside.

6. Spoon over the prepared topping on the bread pieces and sprinkle a little cheese over and place them on a baking tray in a pre-heated oven at 180 deg celsius for 3-4 mins or until nicely toasted and cheese melts on the top. Remove and serve hot with dips/sauces of your choice. Add non-veg toppings like boiled chopped chicken/ boiled eggs, sausages etc as well.




Recipe-2] COLD CUTS & VEGGIE SHEETS

Ingredients:

Brown bread – 10-12 slices

For the spread: any one or a combination.

Butter- 2-3 tbsp.

Cream cheese- 2-3 tbsp.

Mayonnaise sauce- 2-3 tbsp.

Pesto sauce- 2-3 tsp

Chili garlic mayonnaise-2-3 tsp

For the fillings: any 1 or more choices.

Cheese slices- 4-5 no

Sliced ham/ chicken ham- 2-3 slices

Sliced salami/ chicken salami-4-5 slices

Boiled chicken breasts- 3-4 slices

Double fried eggs – 2-3 no cooked

Boiled eggs- 2-3 no, sliced

Tomato slices- 4-6 no

Cucumber slices- 4-6 no

Onion slices- 4-6 no

Assorted lettuce leaves- 1 cup

Choose between iceberg lettuce, Lollorosso lettuce etc

Salt and pepper to taste

Sliced black olives/ green olives

Sliced jalapeno peppers

Fresh basil herb/ parsley etc.

Method:

1. Pre-prep all the ingredients for the loads between the sheets.

2. Pre-cook and prepare all the ingredients for the sandwich filling [ roasting/ boiling/ steaming/ panfrying etc can be done]

3. Slightly toast the brown bread slices and apply a choice of your spread individually or in a combination of spreads.

4. Place the lettuce leaves on the bread pieces, now arrange the cold cuts/ ham, salami slices and add ons like chicken and veggies.

5. Sprinkle light seasonings on the veggies, cheese slices etc and add the olives/ jalapenos etc as well in between the layers to add some tartness in the sandwich.

6. Close the sandwich and either cut and serve as it is or lightly toast/grill it and then serve with french fries, coleslaw etc.





Recipe-3] CORONATION SANDWICH TRIANGLES

Ingredients:

Brown bread- 10-12 slices

For the choice of spread:

Butter- 2-3 tsp

Cream cheese- 2-3 tsp

Mayonnaise-2-3 tsp

Pesto sauce- 2-3 tsp

Mustard mayonnaise- 2-3 tsp

Hung curd and mint spread-2-3 tsp

For the filling:

Veg options:

Lettuce leaves- 1 cup, assorted

Carrots- ½ cup small cubes, boiled

French beans-3-4 no, cut and boiled

Green peas-1/4 cup, boiled

Boiled potatoes-1/2 cup, cut into small cubes

Pineapple-1-2 slices, cut into small cubes

Cream cheese-1-2 tsp

Salt and pepper to taste

Veg mayonnaise- ½ cup or hung curd with pesto.

Sliced tomatoes- 3-4 no

Sliced cucumber-3-4 no

For the filling:

Non-veg options:

Assorted lettuce leaves- 1 cup, assorted

Boiled eggs-2-3 no, cut into small cubes

Boiled chicken- 1 cup, cut into small cubes

Sliced/chopped chicken sausages-1/4 cup

Salt and pepper to taste

Egg mayonnaise-1/2 cup

Pineapple -1-2 slices, cut into small pieces

Cream cheese-1-2 tsp

Sliced tomatoes- 3-4 no

Sliced cucumber-2-3 no

Method:

1. Prepare all the components of the brown bread loaded sandwich.

2. Assemble and pre-cook all the ingredients as listed for the various parts of the sandwich.

3. Veggies/non-veg options can go a long way when it comes to making a choice for example- soya keema tikkis, paneer Hariyali kabab slices etc can also be placed in between the bread slices. Similarly, for non-veg we can use tuna fish as well, sliced chicken tikka in a little schezuan mayonnaise also goes well.

4. Assemble all the parts of the sandwich starting from slightly toasting the bread slices, applying the spread and then layering.

5. Grill/toast before serving as well and offer it with tomato ketchup/ dips/ sauces and chips.






Recipe- 4] PEA & TOSSED SALAD SANDWICH

Ingredients:

Brown bread slices- 10-12 no

For the choice of spreads:

Almond butter- 2-3 tsp

Peanut butter- 2-3 tsp

Mustard butter- 2-3 tsp

Olive and parsley mayonnaise-2-3 tsp

Chili garlic mayonnaise-2-3 tsp

For the filling:

Assorted lettuce leaves- 1 cup, iceberg lettuce/ Lollorosso lettuce/ fresh salad leaves as per choice.

Chickpeas- ½ cup boiled

Black eye peas- ¼ cup boiled

Salt and pepper to taste

Shallots/onions- 2 tbsp. chopped

Green chilies- 1 tsp chopped

Boiled cubed potatoes-1/4 cup

Tomatoes-2-3 tbsp. chopped

Mint leaves- 10-12 no 

Parsley-1-2 tsp chopped

Lime juice-2 tsp

Hung curd- ½ cup

Mustard paste-1/4 tsp

Capsico/tabasco-1/2 tsp

Method:

1. Prepare all the ingredients for the sandwich recipe as listed.

2. Complete all tasks related to pre-cooking of the ingredients for the recipe before proceeding.

3. Slightly toast the bread slices a little and apply a choice of spread on the bread pieces.

4. In a mixing bowl, combine together the peas and all other ingredients for the tossed veggie option.

5. Add seasonings to taste, hung curd etc and bind it all up well into a sandwich filling.

6. Portion out the filling in between the bread slices and sandwich them cut them into smaller pieces and serve it immediately. For non-veg options, we can choose between reshmi malai chicken kababs, sliced tandoori fish, chinese style garlic pepper prawns and more.







Recipe-5] TUNA SALAD SANDWICH

Ingredients:

Brown bread slices- 6- 8 no

For the choice of spread:

Peanut butter- 2-3 tsp

Mustard butter- 2-3 tsp

Olive and parsley mayonnaise-2-3 tsp

Butter-2-3 tsp

Walnut – chili butter-2-3 tsp

For the filling of the sandwich:

Tuna fish- 1 cup, tinned/canned- drained

Onions/ shallots- 2-3 tsp chopped

Green chili-1 tsp chopped

Green capsicum-2-3 tsp chopped

Gherkins- 1-2 tsp chopped

Parsley/ coriander/ mint- 2-3 tsp chopped

Lime juice-1-2 tsp

Mayonnaise-1/2 cup

Grated cheese-2-3 tsp

Olives- 2-3 tsp sliced

Mustard paste-1/2 tsp

Sliced tomatoes- 3-4 no

Sliced cucumber-3-4 no

Add ons/ variations:

Boiled diced potatoes/ grilled paneer/ tofu for veg/ roasted sliced sweet potato slices/ assorted mixed veggies.

Method:

1. Prepare all the ingredients for the tuna salad sandwich recipe as listed above in order to assemble all in one.

2. Tuna fish is available in tinned/canned options preserved in brine solution/ oil preserve as well, ensure to remove all the liquid content from the fish before being mixed into the sandwich filling.

3. Slightly toast the bread slices and apply a little butter or spread of your choice on the pieces. Now in a mixing bowl, combine together the tuna fish with all other ingredients and give it a nice mix.

4. Place a few lettuce leaves on the brown bread slices and then spoon over the creamy tuna mixture and place a few sliced veggies as desired for color/ crunch and taste.

5.Close the sandwich and secure the filling well, cut into pieces as desired/ serve immediately with finger chips/ ketchup etc.



Recipe- 6] PEPPERED CORN CAPSICUM SANDWICH

Ingredients:

Brown bread slices- 10-12 no

For the choice of spread:

Butter-2-3 tsp

Cream cheese- 2-3 tsp

Minted mayonnaise- 2-3 tsp

Chutney mayonnaise- 2-4 tsp

Schezuan mayonnaise- 2-4 tsp

Hung curd with pepper- 2-3 tsp

For the filling/stuffing:

Oil-1 tsp

Butter-1 tsp

Garlic- 1 tsp chopped

Onion-1 small chopped

Sweet corn-1/2 cup boiled

Green capsicum-1/2 no chopped

Salt and pepper to taste

Mixed herbs-1/4 tsp

Chili flakes- ½ tsp

Cheese- 2-3 tbsp. grated

White sauce-1/4 cup

Parsley- 2-3 tsp, chopped

Other add on options:

Sliced cheese-2-3 no

Sliced roast chicken slices- 2-3 no

Sliced jalapenos/ olives- 2-4 no

Tofu/ paneer slices, grilled- 2-3 no

Aloo tikkis/ Hariyali chicken tikka- 4-5 pieces

Method:

1. Prepare all the ingredients for the yummy fix up brown bread sandwich.

2. Slightly toast the brown bread sandwiches and apply a little spread of your choice as per the list.

3. Heat oil and butter in a pan and saute the garlic, onion for a few seconds, add in the capsicum, corn and saute for 1-2 mins.

4. Add in the seasonings, herbs, chili flakes, and mix, add a little cream cheese/ white sauce if desired as well to make it a little binding up by itself.

5. Turn off the flame, remove the filling into a plate, slightly cool it down a little, add little cheese mix and place it in between the bread slices and cover them.

6. Place the sandwiches in between a hot grill/ toaster and cook it until lightly browned, apply a little butter if needed and cut into triangles/ squares and serve hot with chips/ potato wedges/ tossed salad/ coleslaw.









Avani Hotels Reimagine Krabi with the Launching in Koh Lanta

Avani+ Koh Lanta Resort at a glance:

  • The Lanta island is just 70 km south of Krabi International Airport and accessible via a 15-minute ferry crossing;

  • The resort redesign is led by a Thai-based PIA design studio that draws inspiration from the heritage of Sriraya or the Lanta Old Town;

  • The resort will debut 87 spacious guest rooms and private pool villas decked in Melayu motives and nestled in the pristine peninsula overlooking the Andaman Sea's breathtaking sunset scene;

  • The resort will also be introducing three new dining and drinking spots, including the signature Reggae Bar that sits on the rocky beach, offering a beautiful sunset vista across The Andaman Sea;

  • For nature lovers, the island doesn't have a shortage of play days with nature ranging from getting sun-kissed on hidden beaches around the island to hopping from the 50 islands from the doorstep of Koh Lanta archipelago or enjoying a slow boat ride in the Mangrove forest.

Offbeat Villas – The largest B2B provider of Villas and Residences worldwide partners with One Rep Global

Offbeat Villas – The largest B2B provider of Villas and Residences worldwide partners with One Rep Global

January 2022 – Offbeat Villas, a leading provider of custom technology for professional trip designers, is pleased to announce its partnership with One Rep Global. Offbeat Villas is a B2B booking portal connecting travel agencies in India and the Middle East with the world’s most unique private residences, villas, homes, and other one-of-a-kind accommodations. 


Available exclusively to the trade, Offbeat Villas offers travel professionals insider access to private retreats spanning a range of price points and global destinations, from beach villas and heritage estates to serviced apartments and ski chalets. In contrast to peer-to-peer home-share platforms, every property available through Offbeat Villas is professionally managed, with a dedicated local staff committed to delivering a higher standard of quality, service, and care.

Through the dedicated Offbeat Villas website, travel professionals can easily search and book residence-style inventory around the world. Trip designers also have access to a range of proprietary tools and services for personalizing stays, crafting custom client presentations, and tracking booking activity. 

“We are excited to grow our global presence in India and the Middle East with the launch of Offbeat Villas,” said Meg Partridge, Chief Product Officer of HVN Travel Group. “We look forward to working alongside professional trip designers in the region to bring this exciting new category of private havens to travelers seeking immersive one-of-a-kind stays worldwide.”


Speaking on this partnership, Hemant Mediratta, Founder of One Rep Global stated, “Offbeat Villas is backed by some great technology and can be a potential game-changer for booking alternate accommodation. Being a B2B only platform, it brings tremendous value to the travel trade with a choice of over 175,000 private residences and vacation homes worldwide. The next few years are likely to see a further surge in travelers booking alternate lodging experiences for a more immersive and experiential stay.” 

Access to Offbeat Villas is via a registration process which is currently being offered on a complimentary basis. For more information on how to create an agency account and book unique private getaways in thousands of destinations, travel professionals can visit www.offbeatvillas.com and contact mayank@onerepglobal.com for a personalized access code.


About Offbeat Villas 

Founded in 2018, Offbeat Villas by HVN Travel Group is a B2B technology company dedicated to empowering professional trip designers with everything they need to deliver authentic, experiential immersions in the world’s most incredible destinations. Specializing in short-term rental accommodations, HVN provides end-to-end software solutions to power a new category of stay – private ‘havens’ that bring together the best of hospitality and home. With a growing collection of havens at every price point around the globe, HVN is setting a new standard for residential stays that deliver the trusted quality, thoughtful design, and professional care required for the way we travel today.

Appointment | Absolute Hotel Services India is pleased to announce the appointment of Ms. Shilpa Joshi as the Director of Sales.

Shilpa has joined Absolute Hotel Services as the Director of Sales.

 

Shilpa’s educational qualification consists of MBA in Marketing and bachelor’s in mass media – Advertising. She joins in with over 13 years of experience under her belt working across industries like Airlines, Travel trade and Online Platforms covering Hospitality and Sales. Her last assignment was with HRS GmbH, Key Account Manager- Sales, India Region.  

She would be responsible for India region sales for all the properties including strengthening the pan India sales & distribution network.

 

“We are pleased to have Shilpa join the AHS workforce. Her fresh ideas, assertiveness and experience will add value to our team. We are in the exciting phase of expansion in coming few years and her knowledge and skills will be beneficial to the growth of the organization” said Mr. Shalil Suvarna, VP – Operations & Pre-Opening of Absolute Hotel Services India

 

 

 

Appointment | Sarovar Hotels appoints Manoj Soni as the new chief technology officer

Sarovar Hotels appoints Manoj Soni as the new chief technology officer

Sarovar Hotels has announced the appointment of Manoj Soni as its new chief technology officer. He will be based at the Sarovar corporate office in Gurugram.

Soni has more than 25 years of experience as technology leader for hospitality and media companies. In his new role he will be responsible for the company's digital transformation, overseeing IT operations, integrating new technology, cyber security and risk management.

Before becoming part of Sarovar Hotels, Soni has worked with Oberoi Hotels for more than two decades as head of information technology for various properties of Oberoi Hotels and Resorts. He was responsible for various IT projects at Oberoi Hotels and took several Initiatives like setting up of the IT Data Centre for pre-opening domestic and international Oberoi and Trident Hotels, forming an Internal Competency Team to reduce dependencies on PMS/POS vendors and consolidation of multi property data centres.

Prior to Oberoi Hotels, he was working as the IT head for a publication group. Soni holds an MBA degree in Information and Technology.

FHRAI signs MoU with J&K government to support hospitality infrastructure development

The MoU was signed in the presence of the LG of J&K, Manoj Sinha, Union ministers, Hardeep Singh Puri, minister for housing and urban affairs; Jitendra Singh, Minister of State in the PMO.

The Federation of Hotel & Restaurant Associations of India (FHRAI) has signed a memorandum of Understanding (MoU) with the J&K government to help with the development of hospitality and related infrastructure. The MoU was signed at the Real Estate Summit that was jointly organized by the government of Jammu & Kashmir, the central ministry of housing and urban affairs (MoHUA), and the national real development council (NAREDCO) at the Jammu Convention Centre, recently.

This is the first time a hotel federation of the country is signing an MoU with any State government for hotel infrastructure development. The MoU was signed in the presence of the LG of J&K, Manoj Sinha, Union ministers, Hardeep Singh Puri, minister for housing and urban affairs; Jitendra Singh, Minister of State in the PMO.

On signing the MoU with the J&K government, Gurbaxish Singh Kohli, vice-president, FHRAI said, “With this MoU, we look forward to strengthening further the public-private partnership in the region to leverage on the enormous potential the region has to offer for hospitality and tourism. We are hopeful that this will facilitate the J&K government providing land to FHRAI members for various projects and extending incentives and other benefits as per extant policies and rules. New developments in hospitality will give a strong push to economic growth through increased investments and will create more employment opportunities in the region.”

Kohli also represented the hospitality sector in the country at a forum on ‘Next Destination J&K: Tourism, Films & Entertainment, Logistics, Commercial, Warehousing’ organised as part of the Real Estate Summit.

New Opening | Aman announces new Janu hotel in Saudi Arabia’s AlUla

Janu is a more affordable sister property of Aman Resorts and launches in AlUla in 2022

Aman Resorts has announced a Janu hotel in Saudi Arabia’s AlUla. The brand, which is known for its exclusive five-star properties and estates, has expanded its global appeal and made the brand more accessible through its sister brand Janu.

Janu, which is almost as equally high-end as Aman, is a little less secluded and 30 percent more affordable. Janu launches with three forthcoming hotels which are already under construction. These include AlUla in Saudi Arabia, set to open in 2022.

Chairman and CEO Vladislav Doronin, says the Aman brand is at the pinnacle of hospitality and is stronger than ever. With 32 hotels in 20 countries, nine under construction, and a strong pipeline in place, he said: “The overlap between Aman and its sibling is mutually beneficial; together they offer a total solution for the fluctuating needs and desires of today’s global travel cognoscenti.

“We saw a white space in the market, and we want to push the hotel industry into a new sphere. What with today’s modern fast-paced society, which has seen human connection and communication redefined by the digital world, we wanted to create a new hotel brand with a soul and with the aim of kickstarting human interaction again.”

Janu AlUla’s offerings

Janu is set to be a hotel brand that will deliver “harmony through the dynamic balance of opposites”. Janu stands for ‘soul’ in Sanscrit and offers “an energetic vibe for those seeking greater purpose with inner contentment.”

The contemporary design of each of the hotels will offer large guest rooms, top-quality furnishing, and expansive bathrooms.

The brand will also offer dining, lounge, and bar areas. Its culinary concepts present low-temperature cooking, fermentation, dramatic open kitchens, and countertop displays make for convivial dining experiences that energize the senses.

Expansive wellness facilities will offer experiences and treatments and access to the latest equipment as well as extensive hydro and thermal facilities with a focus on finding equilibrium.

AlUla is one of the oldest cities in the Arabian Peninsula, 1,100km from Riyadh and a landscape steeped in outstanding natural beauty. Sweeping dunes of orange sands give way to rock formations, and the desert is peppered with ancient ruins, date farms and tombs dating back thousands of years.

Eclat Insights | How Did You Make People Feel Today?

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. — Maya Angelou

I have always had a journal, I have moved between formats and philosophies of journaling, but logging down things came naturally. It was the same at the Duty Manager's desk. A logbook was central to our functioning. This is not a post about journaling either.

In the journal, I started forming some questions that I would like to answer regularly. This becomes both a process and a checklist. One of those questions is what this post is about - How did you make people feel today?

This is a powerful question to ask yourself.  

The question should make you go over your interactions in the day. Watch the interactions, play them at a slower speed in your mind, watch the other person in those interactions. If they could tell you exactly how you made them feel, what would they say?

How does this apply to hospitality or customer service?

Here is a standard customer service interaction these days.

You complain about something to someone at some company. They either refund your amount, apologise or say there is nothing they can do about your complaint. Then you either curse them or feel justice was done. Sometimes, even after a refund, you are angry. How did that interaction make you feel?

Now, switch. Become the service provider that you are. How does your team, your processes, make your customers feel?

Imagine using this in the following situations:

  • At an Indian restaurant, the guest is not served another roti/paratha/naan because she did not order it. The order is only placed when she asks for it and now she has to wait for hot bread. 'How Does a Guest/Customer Feel Right Now?'

  • The valet brings back the car from the parking lot. As the guest is about to sit in the car, he notices an old candy wrapper on the mat. Obviously, the valet saw it too but did nothing about it. 'How Does a Guest/Customer Feel Right Now?'

  • The guest booked the family suite, reconfirmed it before boarding the flight, was picked up in a hotel car, has two small children who are tired and cranky. The suite is not ready on arrival, but the front desk offers the couple complimentary drinks while they wait, holding the tired children in their arms. 'How Does a Guest/Customer Feel Right Now?'

You can do this for every interaction, every process.

Want To Make This Wow?

Do you have a shift briefing? If you don't, let's talk. You are missing out on approx 1000 awesome opportunities a year to get your team to communicate. Have a staff/team notice board? Have a WhatsApp group for the team? 

If yes, to any of the above, make sure you have someone share 'How Did I Make People Feel Today?' on it, every day.

Make sure everyone does it. You can set up a schedule or you can make sure every team member shares this at least once a week.  

Oh, as the manager/leader, don't forget to thank them for sharing and reward the ones who really went that extra mile. Remember to ask yourself 'How did you make your team feel today?

Prabhjot

Bedi

is an Hospitality Ideator. A process innovator, trainer, and professional speaker, he has worked with the Taj Group of Hotels, conducted training programs for hospitality leaders, launched a National Council Accredited Hospitality Institute as Principal, successfully launched and sold three hospitality businesses. He now assists hospitality leaders and educators in creating superlative services and products. He also edits the very popular www.hospemag.com - the largest hospitality career e-mag

Appointment | Asif Ansari appointed as director of sales and marketing at Studio M Arabian Plaza

studio M Arabian Plaza Hotel & Hotel Apartments, the lifestyle property by Millennium Hotels & Resorts, has announced the appointment of Asif Ansari as the director of sales and marketing.

With extensive experience in sales and marketing in the hospitality industry, Ansari will play a key role in developing sales and marketing strategies to drive growth and commercial productivity for the urban hotel.

Asif Ansari’s experience

Ansari holds a diploma in hotel management and catering technology and joins from J5 Hotels Group, Dubai where he held the role of director of sales and marketing. According to Studio M Arabian Plaza Hotel, he has 11 years of hospitality experience, including strong commercial acumen and a solid understanding of hotel operations working for companies such as Central Hotels, Emirates Grand Hospitality, and Metropolitan Hotel – Habtoor Hospitality, UAE.

Commenting on his appointment, Ansari said: ”I am honored to join Studio M Arabian Plaza by Millennium Hotels and Resorts and look forward to achieving new heights of success for the hotel. In line with the hotel’s growth plans, I am committed to attracting new markets and growing the hotel’s reputation.”