NEWS | Leela Hotels to introduce membership programme; also to explore the luxury wildlife resorts

Leela Hotels to introduce membership program; also to explore the luxury wildlife resorts

Taking its hospitality services a notch above, The Leela Palaces, Hotels & Resorts is adding various product enhancements to position the brand as a representative of “truly authentic Indian luxury hospitality”.

The company is soon going to introduce an exclusive membership program to “enhance and elevate guest experience”. Sharing the information in an exclusive interaction with ET HospitalityWorld, Anurag Bhatnagar, COO of the hotel company, said that the company has various such initiatives in the pipeline.

Speaking at the event to announce the brand’s partnership with Nobel laureate, Kailash Satyarthi for their ‘Icons of India’ initiative, Bhatnagar said that this step is part of the overall project to celebrate “Indianness” by recognizing those icons who made all of us proud and every Indian looks up to emulate. The brand had earlier announced sarod virtuosos Amaan and Ayaan Ali Bangash as their icons of India.

“As a global representative of true Indian luxury, we need to appeal to the next generation. Icons of India is one such initiative,” he said.

The hospitality company had also launched its own fragrance brand ‘Tishya’ recently. “We will be launching our own wellness and vitality program, Aujasya, in the next 10 days,” he further added, explaining that the focus of the company will continue to be in the ultra-luxury space, which also includes venturing into wildlife resorts.

Ingredient Ideology | THE BUNNY CHOW TREAT By: Dr. Kaviraj Khialani- Celebrity Master Chef.

THE BUNNY CHOW TREAT

Scooped out and Stuffed back South African Delicacy

Bunny chow, often referred to simply as a bunny, is a South African fast food dish consisting of a hollowed-out loaf of white bread filled with curry. It originated among Indian South Africans of Durban. A small version of the bunny chow that uses only a quarter loaf of bread is sometimes called a scam bane or kota ("quarter"); it is a name that it shares with sphatlho, a South African dish that evolved from the bunny chow. Bunny chow, often referred to simply as a bunny, is a South African fast food dish consisting of a hollowed-out loaf of white bread filled with curry.

 It ultimately originated among Indian South Africans of Durban. Bunny chows are often served with a side portion of grated carrot, chilli and onion salad, commonly known as sambals. A key desirable characteristic of a bunny chow is seen when gravy from the curry fillings soaks into the walls of the bread. Bunny chows are often served with a side portion of grated carrot, chilli and onion salad, commonly known as sambals. A key desirable characteristic of a bunny chow is seen when gravy from the curry fillings soaks into the walls of the bread. Sharing a single bunny chow is not uncommon.

While this concept of bunny chow is yet to get popular enough in India on a formal note it is getting noticed and being implemented and worked on in a number of global cuisine kitchens where it would easy to adapt to the taste, flavors, and overall composition of the bunny chows to appeal to the foodies and connoisseurs. The basic components of the bunny chow are a loaf of bread which needs to be well baked and durable enough to withstand the refill concept with the elements and its gravy or sauce which will be getting all the way back inside there deep down as well in order to make it a complete meal in itself. Special attention is to be given to the quality of bread loaves being used for these preparations.

Here are a few of my twisted and re-worked concoctions with Bunny Chows for our readers to try out in their kitchens for a change!

Recipe-1] ASIAN WONDER BUNNY CHOW

Ingredients:

Bread loaves- 2 no, cut horizontally and scooped out.

For the spice mix paste:

Oil-2 tbsp.

Bayleaf- 1 no

Peppercorns- 3-4 no

Green cardamom-1-2 no

Cinnamon stick-1 piece

Dried red chilies- 3-4 no

Ginger- 1-inch piece cut

Garlic- 2-3 cloves

Water-1/2 cup

To cook the mixture:

Butter- 2 tsp

Sliced onions- 1 cup

Tomatoes-1/2 cup chopped

Tomato puree-2-3 tsp

Salt to taste

Water-1/2 cup

Curry powder-1 tsp

Sugar-1/2 tsp

Coconut milk- 2 cups

Corn flour slurry- 2-3 tsp

Fresh basil leaves- 3-4 no

Assorted nuts- 2-3 tsp fried for garnish

Coriander leaves- 2-3 tsp garnish

For the choice of veggies:

Assorted exotic veggies- mushrooms/ zucchini/ Babycorn/ broccoli

Vegan ingredients like soya chunks/ soya granules/ tofu etc.

For non-veg choice:

Boiled cubes of chicken/ boiled meat/ saute prawns/ fish cubes.

Method:

1. Arrange all the ingredients for the recipe as listed under various heads.

2. Heat oil in a pan add in the spices and roast them slightly for a few mins and allow to cool. Add little water to a blender jar and prepare the spice mix paste.

3. Now heat little butter in a pan and add in the sliced onions, saute them until light pink and add tomatoes and puree and cook for 2-3 mins. Add salt and curry powder, coconut milk and allow to simmer, add your choice of veg or non-veg ingredients and cook for few mins.

4. Add in the corn flour slurry and thicken up a little and get the mixture some nice body and volume. Once it is cooked and thickened up well check for seasonings, add fresh basil, coriander, and nuts and fill it up back into the hollowed up bread loaves, I personally like to soak up the scooped out bread as well in the same gravy and enjoy it too. Serve hot.

Recipe-2] CURRIED CHICKEN/ MEAT BUNNY CHOW

Ingredients:

Bread loaves- 2 no, cut horizontally and scooped out.

For the spice mix paste:

Oil-2 tbsp.

Bayleaf- 1 no

Peppercorns- 3-4 no

Green cardamom-1-2 no

Cinnamon stick-1 piece

Dried red chilies- 3-4 no

Ginger- 1-inch piece cut

Garlic- 2-3 cloves

Water-1/2 cup

To cook the mixture:

Butter- 2 tsp

Sliced onions- 1 cup

Tomatoes-1/2 cup chopped

Tomato puree-2-3 tsp

Salt to taste

Water-1/2 cup

Curry powder-1 tsp

Red thai curry paste- 2-3 tsp

Sugar-1/2 tsp

Coconut milk- 2 cups

Corn flour slurry- 2-3 tsp

Fresh basil leaves- 3-4 no

Assorted nuts- 2-3 tsp fried for garnish

Coriander leaves- 2-3 tsp garnish

For the choice of veggies:

Assorted exotic veggies- mushrooms/ zucchini/ Babycorn/ broccoli

Vegan ingredients like soya chunks/ soya granules/ tofu etc.

For non-veg choice:

Boiled cubes of chicken/ boiled meat/ saute prawns/ fish cubes.

Method:

1. Arrange all the ingredients for the recipe as listed under various heads.

2. Heat oil in a pan add in the spices and roast them slightly for a few mins and allow to cool. Add little water to a blender jar and prepare the spice mix paste.

3. Now heat little butter in a pan and add in the sliced onions, saute them until light pink and add tomatoes and puree and cook for 2-3 mins. Add salt and curry powder, thai red curry paste, coconut milk and allow to simmer, add your choice of veg or non-veg ingredients and cook for few mins.

4. Add in the cornflour slurry and thicken up a little and get the mixture some nice body and volume. Once it is cooked and thickened up well check for seasonings, add fresh basil, coriander, and nuts and fill it up back into the hollowed-up bread loaves, I personally like to soak up the scooped out bread as well in the same gravy and enjoy it too. Serve hot.

Recipe-3] LENTIL VEGGIE BUNNY CHOW

Ingredients:

Bread loaves- 2 no, cut horizontally, scooped out.

For the stuffing:

Oil-2 tsp

Ghee-2 tsp

Bayleaf- 1-2 no

Peppercorns- 3-4 no

Garlic-1 tsp chop

Ginger- 1 tsp chopped

Green chilies-1 tsp chopped

Red chilies- 1-2 no slit

Masoor dal- 1 and a half cup, boiled

Sweet corn/ mushrooms/ carrots/ peas/ zucchini etc

Assorted veggies can be used for the add ons with the lentil.

Salt to taste

Sliced onions- ½ cup

Tomato puree-1/2 cup

Garam masala powder-1/2 tsp

Curry powder-1 tsp

Water-1/2 cup

Desiccated coconut- 2-3 tsp

Lime juice- 2-3 tsp

Coriander leaves- 2-3 tbsp. chopped

Coconut milk- 1 cup

Caramelized onions- 2-3 tbsp. for garnish.

Method:

1. Prepare all the ingredients for the bunny chow recipe.

2. Scoop out the loaves and keep them ready.

3. To prepare the lentil veggie mixture, heat oil and butter in a pan add in the whole spices, add in the onions, ginger-garlic, chilies and saute well, add little water as required.

4. Add in the tomatoes, puree, salt and all spices and mix well. Allow to simmer and cook for 3-4 mins. Now add in the lentils and veggies of your choice some powdered coconut and mix well. Adjust the texture with a little water, add coconut milk and cook for 8-10 mins.

5. The mixture would get a little thick as it cooks and finally we need to check for seasonings adjust the same. Pour in the yummy lentil veggie chow into the scooped-out buns and top it up well.

6. Finally garnish it with caramelized onions, nuts, greens and serve it hot.

Recipe-4] MEATY FARE BUNNY CHOW

Ingredients:

Bread loaves- 2 no, cut horizontally, scooped out.

For the stuffing:

Oil-2 tsp

Ghee-2 tsp

Bayleaf- 1-2 no

Peppercorns- 3-4 no

Garlic-1 tsp chop

Ginger- 1 tsp chopped

Green chilies-1 tsp chopped

Red chilies- 1-2 no slit

Meat – lamb/ mutton with bones- 750gms

Baby potatoes- 150 gms

Sweet corn/ mushrooms/ carrots/ peas/ zucchini etc

Assorted veggies can be used for the add ons with the lentil.

Salt to taste

Sliced onions- ½ cup

Tomato puree-1/2 cup

Garam masala powder-1/2 tsp

Curry powder-1 tsp

Water-1/2 cup

Peanut butter- 1-2 tsp

Lime juice- 2-3 tsp

Coriander leaves- 2-3 tbsp. chopped

Coconut milk- 1 cup

Caramelized onions- 2-3 tbsp. for garnish.

For the spice mix paste:

Oil-2 tbsp.

Bayleaf- 1 no

Peppercorns- 3-4 no

Green cardamom-1-2 no

Cinnamon stick-1 piece

Dried red chilies- 3-4 no

Ginger- 1-inch piece cut

Garlic- 2-3 cloves

Water-1/2 cup

Method:

1. Prepare all the ingredients for the bunny chow recipe.

2. Scoop out the loaves and keep them ready, roast the spices and prepare the spice mix paste as well.

3. To prepare the meat chow, heat oil and butter in a pan add in the whole spices, add in the onions, ginger-garlic, chilies and saute well, add little water as required.

4. Add in the tomatoes, puree, salt and all spice mix paste and mix well. Allow to simmer and cook for 10-15 mins. Now add in the meat, potatoes and veggies of your choice some peanut butter and mix well. Adjust the texture with a little water, add coconut milk and cook for 8-10 mins.

5. The mixture would get a little thick as it cooks and finally we need to check for seasonings adjust the same. Pour in the yummy meat bunny chow into the scooped out buns and top it up well.

6. Finally garnish it with caramelized onions, nuts, greens and serve it hot. 

Recipe- 5] PEPPERY MINCE BUNNY CHOW

Ingredients:

Bread loaves- 2 no, scooped out.

For the stuffing:

Oil-2 tsp

Butter-1 tsp

Green cardamom- 2 no

Peppercorns- 2-3 no

Bayleaf- 1 no

Salt to taste

Chicken keema- 1 and a half cup

Green peas- 1 cup

Ginger-garlic paste- 1 tsp

Onion chopped-1/2 cup

Tomato puree- ½ cup

Turmeric powder-1/4 tsp

Red chili powder-1/4 tsp

Garam masala powder-1/2 tsp

Water-1/2 cup

Thai red curry paste- 1-2 tsp

Coconut milk- 1 cup

Coriander leaves- 2 tsp chopped

Fresh basil leaves- 4-5 no

Lime juice- 2 tsp

Method:

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

2. Scoop out the loaves and hollow them up.

3. To prepare the stuffing mix with the chicken keema mixture, start by heating up some oil add in the whole spices, add in the ginger- garlic-chilies and onions and saute them for a few minutes.

4. Add in the tomatoes and puree, the powdered spices and salt to taste and bhunao a little. Add in the chicken keema and green peas, the red curry paste and allow it to blend in well with the masala in the pan.

5. Now add in a little water and allow the chicken keema to cook up well for around 8-10 mins. Add a little coconut milk and get the mixture to become a little thick and creamy as it cooks along.

6. Simmer the mixture for 4-5 mins more and add some coriander leaves, some fried browned onions or birista for some added flavor. Add some fried dry fruits as well for crunch. Finally stuff the medium gravy loaded chicken keema mixture into the bunny chow and serve it hot.

Recipe-6] SPICED SEAFOOD BUNNY CHOW

Ingredients:

Bread loaves- 2 no, scooped out and kept ready

For the stuffing:

Oil-2 tsp

Butter-1 tsp

Bay leaf-1 no

Peppercorns- 4-5 no

Sliced onions- ½ cup

Ginger-garlic paste-1 tsp

Turmeric powder-1/2 tsp

Salt to taste

Curry powder-1 tsp

Coriander powder-1 tsp

Dried red chili- 2 no

Slit green chili-2 no

Water-1/2 cup

Coconut milk- 1 cup

Prawns- 250 gms cleaned

Fish cubes- 400 gms, cut

Curry leaves- 10-12 no

Green curry / yellow curry paste- 1-2 tsp

Fresh coriander leaves- 2-3 tbsp. chopped

Assorted veggies: potatoes/ pumpkin etc can be added.

Method:

1. Prepare all the ingredients for the bunny chow recipe as listed.

2. Scoop out the bread loaves and keep them ready.

3. Clean, wash and marinate the seafood with salt, oil and a little turmeric powder for 10-12 mins.

4. To start the recipe, heat oil and butter in a pan, add in the curry leaves, chilies, ginger-garlic paste, sliced onions, red chilies, green chilies and saute well.

5. Add in the marinated seafood, curry paste, powdered spices and a little water and allow to cook in it for 4-5 mins. Now add some coconut milk and simmer the mixture for 3-4 mins. The curry will start getting thicker as it cooks or else add some cornflour and water solution and get the desired consistency.

6. Finally check the curry with seafood for seasonings and adjust as needed. Load the curried mixture with veggies of your choice and seafood into the prepared hollow loaves and garnish them appropriately. Serve hot.

Appointment | Niraj Chotai is the new Director of Sales at The Westin Hyderabad

The hotel has also appointed Niraj Chotai as the director of sales. A strategic thinker, with a heightened knowledge of revenue management, sales forecasting, market evaluation, and overall systems, Chotai also brings about 15 years of experience to table. With experience and expertise in dynamic and fast-paced markets, he has elevated himself through his numerous achievements

Relaying through the early stages of his career, he worked at Jurys Inns Ltd. at Heathrow, London. He moved to Taj Hotels & Resorts London and also worked at Crowne Plaza London St. James, where he was able to acquire major learnings in hospitality components. Chotai also embarked on an entrepreneurial journey with Food Fuel Restaurant in Nagpur.

At The Westin Hyderabad Mindspace, Chotai will be responsible for the annual business and marketing strategies of the hotel. Under his leadership, he shall ensure the desired targets are met and untapped business opportunities are explored.

Appointment | The Westin Hyderabad appoint Rajesh Kandagtla as Head Pastry Chef

An avid and skilled pastry chef with over 15 years of experience in an array of environments, Rajesh Kandagatla has recently been appointed as the pastry chef at The Westin Hyderabad Mindspace. With innovative ideas and unique recipes, he has created an exclusive style for himself.

Kandagatla’s career has spanned over regions including Hyderabad, Mumbai Chennai, and New Delhi. Always inclined towards bakery and pastry, he has maneuvered his specialty throughout his career. The hotels he has worked with include Le Meridien Hyderabad, Sheraton Grand Chennai Resort & Spa, JW Marriott Juhu and JW Marriott Aerocity. He’s also worked with Carnival Cruise Lines in the United States of America and Viking cruise lines in Italy. Prior to his appointment at The Westin Hyderabad Mindspace, Kandagatla held the position of head pastry chef at Karachi Bakery.

Appointment | St.regis mumbai appoint chef taj the mantle of colonial indian cuisine

CHEF TAJ TAKES ON THE MANTLE  OF COLONIAL INDIAN CUISINE

AT THE SAHIB ROOM & KIPLING BAR, Level 9M, THE ST. REGIS MUMBAI

Redolent of the vintage era with storied tradition, The Sahib Room at The St. Regis Mumbai is renowned for its robust Indian delicacies and flavours.  The venue in all its glory, will have at its helm, Chef Taj, bringing his inimitable style of innovation blended to perfection.

A curious learner, Chef Taj, spent his early years in a quaint village near Lucknow listening to his friends tales of the rise of innovative Indian cuisine in the cities.  He was especially intrigued by the origin and success of Tunday Kebabs and the burgeoning appreciation of Lucknowi cuisine, which fuelled his ambition to embark on a culinary career.

Chef Taj spent his first year at the famed Tunday Kebab.  His enthusiasm and ability to engage with guests soon earned him a place with Jiggs Kalra, better known as "czar of Indian cuisine" and "tastemaker to the Nation."  This was the turning point in his life, he was astounded with the respect and glamour that a master of cuisine commanded.  He was a quick learner and learnt the nuances of innovative techniques while mastering the style of culinary presentations. Chef Taj has since been on a path of gastronomic growth, moving up the ladder of success as he gained a reputation as an innovative chef who cooks from the heart.

Armed with his recently honed skills, he transitioned into the world of hotels over the years and soon joined Marriott International with the JW Marriott brand.  His stints with the varied hotels include leading Saffron at JW Marriott, one of the most popular Indian venues in Chandigarh and Hyderabad. Chef Taj will now head The Sahib Room and Kipling Bar, bringing his style of innovation and presentation to this much-loved venue.

His foray into The St. Regis Mumbai will be announced with a special menu comprising Chef Taj’s signature delicacies like Kacche Kele ki Karari Tikki, Bhune Til aur Zimmikand ki Shammi, Murg Banno Kebab, Shalgam Ghosht to name a few, all teamed with a collection of innovative and traditional breads like Doodhiya Kulcha, Methi Choori and Makki ki Roti.  Chef Taj enjoys engaging with his guests and presenting his dishes while recounting the unique history and tradition behind each dish.

In his personal time, he loves watching movies and enjoys bowling. Having tied the knot recently, holidays are spent trying out new dining venues with his wife.  He takes time to learn the nuances of all types of Indian cuisines.  Adept at creating Kashmiri & Punjabi favourites, he also has developed a deep understanding of Hyderabadi fare and Khandhari cuisine.  He is now on the path of learning and understanding the varied style of Bengali and Kerala cuisine in his spare time

New Opening | Sarovar Hotels Pvt. Ltd opens Tulip Inn in Koramangala

Sarovar Hotels Pvt. Ltd opens Tulip Inn in Koramangala

Sarovar Hotels Pvt. Ltd. expands its footprint with the opening of its first Tulip Inn in the south-eastern part of Bangalore in Koramangala

This will be Sarovar’s sixth hotel after Davanam Sarovar Portico Suites, Radha Hometel, Sarovar Portico Outer ring road, Radisson Blu Outer ring road and Shravanthi Sarovar Portico

Tulip Inn, an upmarket hotel is located in the center of the city. It is well-connected to several business micro markets such as Sarjapura, Domlur Inner Ring Road, Electronic City, Bannerghatta and the City centre. Tulip Inn offers 54 guest rooms; Altar, an all-day dining restaurant; Sage Resto bar; fitness center and three different venues for business meetings, social gatherings and conferencing facilit

Commenting on the development, Executive Chairman of Sarovar Hotels Pvt. Ltd. Mr. Anil Madhok said “We are delighted to open yet another hotel in Bangalore. With an apt location and serene atmosphere, our new property will be a home away from home for both business and leisure travelers.”

Sarovar Hotels & Resorts is a leading hotel management company and one of the fastest growing chains of hotels in India managing over 95 operational hotels with over 65 destinations in India and overseas.

Appointment | Anantara appoints two new general managers for lavish Oman resorts

Anantara Hotels, Resorts and Spas has named new general managers at both of its Oman resorts. Andrea Orrú leads Al Baleed Resort Salalah by Anantara, while Maren Kuehl leads Anantara Al Jabal Al Akhdar Resort.

Andrea Orrú

General manager Al Baleed Resort Salalah by Anantara

Andrea Orrú – general manager Al Baleed Resort Salalah by Anantara

Andrea Orrú has been part of the team at Minor Hotels, Anantara’s parent company, since 2013. To join the Thai hotel group, he put behind him 1He moved into Anantara through operations, becoming resort manager of Naladhu Maldives and Anantara Veli Resort from 2013 to 2015. Staying in operations ever since he became EAM of Anantara Koh Samui and then resident manager of the Anantara Lijiang.

Becoming a task force GM for the group, he went on to work across Busan, the Maldives, Koh Phangan in Thailand, and now Salalah as GM. In this new role, the hotel promised he would once again delve into his passion for F&B, planning to introduce food festivals and Michelin-starred chef appearances.

The new Anantara GM said: “I couldn’t be more excited about the opportunity to begin working at such an incredible resort as Al Baleed Resort Salalah by Anantara. Not only am I looking forward to welcoming new and loyal guests to the unrivaled luxury and beauty of the resort, but I am eager to begin working with the team to deliver the next steps towards an even better experience for every visitor. I firmly believe in the importance of buying local and supporting the producers and the environment which is home to our fantastic resort.

He continued: “I want to offer our guests the very best in taste, nutrition, experience, and active life. We will be seeking to offer local, organic products in our outlets and spa whenever possible and to bring activity programmes such as Thai boxing, tennis, and much more to our guests.”

Maren Kuehl

General manager, Anantara Al Jabal Al Akhdar Resort

Kuehl has been a member of the Anantara family since 2014 when she began working as hotel manager for Anantara The Palm Dubai Resort, after gaining over a decade of experience in luxury hospitality throughout the region.

3 years at Starwood Hotels where he spent over a decade in F&B.

He went from head waiter at The Sheraton Park Tower to F&B supervisor at The Park Lane Hotel Sheraton, to F&B venues manager at The Westin Sydney. His final stint with Starwood lasted two years as director of F&B at Four Points by Sheraton Shenzhen.

Appointment | Niraamaya Wellness Retreats elevated Dhavalakeerthi M K to VP-Marketing

Niraamaya Wellness Retreats has promoted Dhavalakeerthi M K as Vice President of Marketing. He has been a part of Niraamaya’s growth story for over three years and brings an extensive travel and hospitality experience spanning nearly two decades.

His strengths in branding, PR, and digital transformation have been a key contributor to his career path. He is a goal oriented marketing expert with natural talents in developing and implementing successful strategies, driving profits, increasing market shares and strengthening customer dominance. 

Dhavalakeerthi is an MBA from Bangalore’s Institute of Business Management and Technology and has worked with international and domestic hotel and resort chains, tour operators, OTAs and real estate companies, which has given him an insight into various tiers of Hospitality brands. 

Eclat Insights | Effortless Service - The UNCXE Way

“What is Hospitality: Graciousness; the art of making people feel welcomed, comfortable, and at ease, preferably in a seemingly effortless manner.” — Abigail Charpentier, human resources VP, ARAMARK Sports, Entertainment & Conventions”

A Customer Effort Score is a metric that businesses use to measure the effort a customer has to exert to resolve issues, have their requests fulfilled, find answers to their questions, or return a purchase. Matt Dixon, at Corporate Executive Board (CEB) consulting firm, introduced CES in 2008. Gained a lot of traction after an HBR article.

Actionable Insights - The UNCXE Way

Check each process for UNCXE - UNwarranted Customer Effort

psst! - There is no full form for this term on the internet, we checked. So as far as we know, we coined this term!

How Does One Check UNCXE?

1. Record customer interactions - videos, audios and watch, listen with your team. Look for body language that displays irritation, exasperation, etc. Look for tasks or information that a customer has to repeat. Look for the effort a customer has to make just to be served.

2. Do role-plays with your team. Choose the team member who has an opinion on everything and someone who nitpicks. Ask them to be exasperated at everything. Make a note of all such moments.

Look for best practices elsewhere. 

If your customers get an immediate refund from eCommerce and apps, then why does it take your business so much time to first accept a refund and then process it?

Paul Roberts, CEO of Village Hotel Club, highlights the simplicity of Amazon’s sales process. “We need to look at the customer journey, at making it frictionless”

Real-World Examples

Check-In

If you know you will need an ID proof at the time of Check-In, ask the guest to mail it to you prior to their arrival if they so choose. You can confirm the ID at the time of the physical Check-In. It can take a long time to get a copy of the ID card and have it signed by the guest. Print a copy and keep it ready for signature or if you do not want to waste resources, ask the guest to carry a self-attested copy. A faster process for everyone and a little less friction.

From Video Recordings

• In restaurants that offer buffets, notice if guests need to criss-cross a lot to get to the dishes they want. Find a way to reduce all that friction.

• For the hotel lobby or even an event, notice if guests are looking around wondering where the restrooms are. You either need better signage or better orientation or just some more staff to offer helpful directions.

Desserts

What can you do to make dessert ordering effortless? Yes, there is a menu that the guest can order from (QR coded ones included), but what is better is a steward or host describing a scrumptious dessert and offering to get you one. 

A dessert counter or display is another way to let diners see and choose a dessert. As a guest, you just need to point.

What is even more effortless for a guest? A dessert trolley. The guest does not need to leave the table.  

Sales or Reservations

Can a guest just drop a WhatsApp message saying:

"next Friday, 2 rooms, 3 nights"

If not, you need to work on your processes to make this a reality. Natural language use is the cornerstone of so many apps and programs now that very soon your guests will find it cumbersome to do it any other way.  

In the example above, replace WhatsApp with any tool the customer likes to use and it should still work.

This is not to say that your reply confirming this message should be a 👍. Your confirmation can still be as detailed as you need it to be (considering it can be a legal contract, put all details in there), but do reduce the friction for the guest with a short message that might say 'done! look forward to hosting you', and then a full confirmation can follow. 

To make this happen you will need a robust CRM and an omnichannel presence with the ability to seamlessly move. The guest may send the details on WhatsApp and then modify the booking using Twitter. Don't even get us started on IG. In essence, you follow your customer to the channel she is using right now. That is making the service effortless, for her.

Want to make this WOW? 

While you set out to do this for your customers, work on doing this for your teams/people. If the process of getting a new A4 ream for the printer at the Front Desk includes 3 signatures on a triplicate form and a personal pretty please to the stores and purchase department, you will see that friction show up in the interactions of the Front Desk with customers.

Do this right now!

Think of a situation, with a company or a service provider that you thought would need you to lose your temper or at the very least show anger to get it done. Then when you called or visited or wrote to someone, it was done/fixed without a fuss. In fact, it was so easy and pleasant that you felt a little guilty about making it a big deal in your head.

Were you able to think of something? Do share it in the comments. It would be inspiring to us all.

Write to me at p.bedi@eclathospitality.com or WhatsApp me on +919872000604 and let me make one key process effortless for you. It would be my absolute pleasure.

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 | Rupam Dutta is General Manager of Radisson Blu Bengaluru Outer Ring Road

Rupam Dutta has joined Radisson Blu Bengaluru Outer Ring Road as General Manager. An Alumnus of IAM Kolkata, he has successfully attended General Managers Program from Cornell University, ITHACA, USA.

Dutta comes with over 28 years of experience as a hotelier, of which he spent 13 years as General Manager with brands like Sarovar Hotels and Feathers Hotel Chennai. His contribution includes pre opening two business hotels, one food and beverage multiplex with auditorium, four premium restaurant in addition to mentoring several young hoteliers. His key interests lie in networking, social media marketing, hotel project and uniform designing.

Dutta has also achieved the Green Award for making Feathers a completely green hotel where its eco-friendly practices made a huge impact on the environment. A travel enthusiast, he has traversed Europe, Asia, the US and various Scandinavian countries.

IHCL signs a Vivanta Hotel in Nashik

The 144 room hotel, part of a mixed use development, is a management contract with Deepak Builders and Developers

ndian Hotels Company (IHCL) announced the signing of a Vivanta hotel in Nashik. Located near Dwarka Circle, the hotel, part of a mixed use development, is a management contract with Deepak Builders and Developers.

Commenting on the signing, Suma Venkatesh, Executive Vice President, Real Estate and Development, IHCL, said, “The signing of this hotel is in line with IHCL’s vision of strengthening our presence in key markets across India. Nashik has always been an integral part of India’s religious tourism circuit and has evolved to become an important industrial center. With this hotel, IHCL will have hotels across three of its brands in the city. We are delighted to partner with Deepak Builders and Developers for this project.”

The 144 rooms Vivanta hotel will be strategically located next to the Nashik Freeway and in close proximity to the city’s IT zone as well as the upcoming metro station at Dwarka Circle. The dining options will include Mynt, the all day dining restaurant, a specialty restaurant and bar. Recreational facilities will include a pool, fitness center and spa. The hotel will also feature one of the city’s largest banqueting halls with meeting rooms and open areas for social and business gatherings. It is a Brownfield project slated to open in 2023.

Deepak Chande, Founder and Owner, Deepak Builders and Developers, said, “We are happy to collaborate with IHCL for this new hotel in Nashik. I am confident that the first Vivanta in the city will re-define the hospitality landscape with a new and refreshed spirit.”

Located on the backs of the river Godavari, Nashik features on many a pilgrim’s map. Known as the wine capital of India with its many vineyards, Nashik is also a key industrial and automotive center.

With the addition of this hotel, IHCL will have four hotels in Nashik including two under development

The Luxury Collection Debuts Hotel Clio in the Heart of Denver’s Vibrant Cherry Creek Neighborhood

Hotel Clio, a Luxury Collection Hotel, Denver Cherry Creek brings authentic epicurean moments and bespoke offerings to the Mile High City

The Luxury Collection, part of Marriott Bonvoy’s portfolio of 30 extraordinary hotel brands, today announced the opening of Hotel Clio, a Luxury Collection Hotel, Denver Cherry Creek. Owned by DiamondRock Hospitality Company and operated by Sage Hospitality Group, the luxury hotel nestled in the heart of Denver’s affluent Cherry Creek neighborhood debuts after undergoing a multi-million-dollar transformation, featuring a fully reinvigorated lobby experience along with refreshed interior spaces. Backdropped by the picturesque Rocky Mountains, Hotel Clio is poised to be Cherry Creek’s very own muse, inspiring visitors with enlivened excitement, refreshed sophistication and infusing a spirit of vibrant hospitality into all aspects of the guest experience.

“The opening of Hotel Clio is an exciting moment in the continued expansion of our portfolio of exceptional hotels and resorts across North America,” said Philipp Weghmann, Vice President and Global Brand Leader of The Luxury Collection. “The hotel’s stunning vistas, matched with refined service and singular epicurean experiences, will quickly establish it as one of the premier hospitality offerings in the greater Denver area.”

Situated in the heart of the city’s celebrated shopping and dining district, Hotel Clio boasts 193 spacious and stylish guest rooms and suites. In addition to a myriad of inspiring offerings within Hotel Clio, the property will serve as a gateway to Denver’s most desirable experiences – from the luxurious storefronts of Cherry Creek North to the base of the Rocky Mountains, where an abundance of outdoor adventures await.

Inspired Interiors and Golden Touches
Helmed by Wilson Ishihara Design, Hotel Clio’s interiors take cues from Cherry Creek’s origins in the Gold Rush era paired with the natural surroundings of the destination. Hotel Clio’s namesake “Clio,” the Greek muse of history, is fully realized in the hotel’s heritage-honoring design, grounded in a deep appreciation for the region’s background. Inspired by the story of William Green Russell striking gold at the confluence of Cherry Creek and South Platte River, the interiors reflect a unique sense of discovery and the inspiring hope of good fortune with subtle gold accents complemented by rich earth tones.

Welcomed with a sit-down check-in, Hotel Clio’s Oshibori-style arrival experience is a marvel for the senses – complete with a custom cocktail, hot and cold scented towels infused with the hotel’s signature aroma of White Blossom Tea, and a curated welcome playlist. The high-touch welcome experience is enhanced by thoughtful design details – beautiful marble floors and custom art pieces – all anchored by a grand stone fireplace. The design seamlessly blends influences of the region’s natural elements with touches authentic to the destination, creating a dramatic, yet serene atmosphere. The idea of “confluence,” a term that describes the junction of two rivers, is expressed in the spatial design details – such as flooring evoking the flow of the river, cerused oak, and brass accents highlighted with custom table lamps designed to emulate the look of a gold miner’s lamp.

Appointment | Siddarth Noronha appointed as executive chef at Sofitel Mumbai BKC

In his new role, Noronha will oversee the entire functioning of the hotel's four food and beverage outlets including the award-winning restaurants.

Siddarth Noronha

Sofitel Hotels & Resorts, the luxury brand of Accor, has announced the appointment of Siddarth Noronha as the executive chef for their flagship property in India, Sofitel Mumbai BKC. With over 16 years of experience, Noronha counts his depth and profound understanding of cooking as a major asset.

In his new role, he will oversee the entire functioning of Sofitel Mumbai BKC’s four food and beverage outlets including the award-winning restaurants of Pondichéry Café – All-day Dining, Jyran – Tandoor Dining & Lounge, Tuskers – Vegetarian Dining & Bar and Artisan – Bar & Garden Lounge. This Bandra boy has set himself apart in the busy Mumbai dining scene with his visionary approach to pairing ingredients and creative food presentations.

Noronha has earlier worked with brands such as Hyatt and Novotel. In addition to a culinary art masterclass with Alain Ducasse, he has completed his Diploma in Hotel Management Catering Technology from Rizvi College. He finds it exhilarating to bring people together through food, by creating unique and memorable dining experiences for guests.

Besides mentoring the culinary team to keep up with Sofitel’s high food quality and standards, the chef also enjoys counting passport stamps as badges of honour and loves his bike rides.

Appointment | JW Marriott Bengaluru appoints Varun Suden as Rooms Division Manager

He will be emphasize on customer satisfaction and rooms operation at the hotel

JW Marriott Bengaluru has appointed Varun Suden as the Rooms Division Manager. With close to 16 years of experience in hotels across India, he exhibits a strong record of driving guest and employee satisfaction. At JW Marriott Bengaluru, Varun will be seen emphasizing on customer satisfaction and rooms operation.

Starting his career in 2006, Varun has been associated with some of the eminent hospitality brands like Hyderabad Marriott Hotel and Convention Centre, Goa Marriott Resort and Spa, Courtyard by Marriott Gurgaon, Marriott Whitefield Hotel Bengaluru, JW Marriott Aerocity and The Leela Palace Mumbai where he was responsible for Front Office, Salon and Health Club operations.

Speaking on the appointment, Gaurav Sinha, the Director of Operations at JW Marriott Bengaluru said, “Varun has immense hands-on experience in building strong teams dedicated to deliver exceptional guest experiences. We are certain that having a team leader like him on board, will help us grow faster with better results.” 

“Throughout my career, I have been at the forefront of devising and implementing new systems and processes designed for efficient and effective delivery of services. And I shall continue to work that way for the holistic development of the team members and the business at JW Marriott Bengaluru as well,” said Varun Suden.

Appointment | Hyatt Regency Delhi appoints Kunal Dewan as Director of Operations

A seasoned hospitality professional, he has more than 15 years of experience in leading sales, operational growth, brand and asset management

Hyatt Regency Delhi has appointed Kunal Dewan as the Director of Operations. A seasoned hospitality professional, he has more than 15 years of experience in leading sales, operational growth, brand and asset management. In his new role, he will be responsible to oversee hotel operations, elevate guest experience and identify new revenue streams for the hotel.

Kunal had been heading the Sales and Marketing function for Hyatt Regency Delhi since October 2018 and his professional journey began after he obtained his post graduate diploma in international hospitality from Les Roches, School of Hotel Management, Switzerland. He started his career as a management trainee at Le Parker Meridien in New York where he served as the Front Office Supervisor before moving back to India and joining the sales function with Oberoi Hotels.

Prior to his role with Hyatt Hotels, Kunal was the Director of Sales and Marketing at The Westin Pune Koregaon Park where his responsibilities included overseeing financial strategy, anchoring a team of associates, and devising strategic brand marketing goals. In addition to being with Marriott International in multiple roles, Kunal has represented brands like The Oberoi Group, Starwood Hotels Worldwide Inc and The Embassy Group.

A result driven individual, Dewan with a track record of motivating his team to deliver optimum results and maximize profits. He has been recognized with noteworthy awards across Asia pacific which include Sales and Marketing Leader of the year, Best pre opening hotel, and brand building mentions.

Appointment | Renaissance Bengaluru Race Course Hotel appoints Manisha Sharma as the new General Manager

She is entrusted to take care of complete hotel operations, elevate customer experience and further enhance the hotel’s positioning as a leading lifestyle hotel brand.

Manisha, a seasoned hotelier, comes with over 20 years of experience that has seen her perform managerial and leadership roles at various established properties across the country and in Dubai. Her forte includes strategic thinking; Sales, Marketing, MICE and Revenue Management all of which have proved to be an asset throughout her career.

She did her post-graduation in Hospitality Management from The Oberoi Centre of Learning and Development, New Delhi and has completed a number of senior management programs with Marriott International and eCornell. 

Over the years, she has worked at some of the leading hotel chains including Oberoi Hotels and Resorts, The Oberoi Grand in Kolkata, The Oberoi New Delhi, Trident Gurgaon, Gurgaon. After which, she spent 8 years at various Marriott International properties such as Marriott Hotels and Resorts, Jaipur, JW Pune, Courtyard By Marriott, Gurgaon, JW Marriott Hotel Aerocity, New Delhi. She also spent a considerable amount of time in Dubai where she was associated with Marriott Al Jaddaf and Marriott Executive Apartments which gave her an understanding of cultures and lifestyles of various nationalities. 

When not at work, Manisha likes to hit the gym. She also indulges in travelling and believes in helping people grow, building relationships along with health and lifestyle.

Appointment | Suranjit Sengupta appointed as Hotel Manager of Fairfield by Marriott, Jodhpur

Suranjit Sengupta Fairfield by Marriott, Jodhpur

A passionate hotelier, Sengupta has gained extensive knowledge of organizational development, strong business insight along with strategic planning and team development.

Suranjit Sengupta has been appointed as the Hotel Manager of one of the world-class luxury hotels in India - Fairfield by Mariott, Jodhpur. A seasoned professional, with over 15 years of extensive experience in world-class luxury hotels, Sengupta holds an exceptional track record of delivering optimum results in his career.

A passionate hotelier, Sengupta has gained extensive knowledge of organizational development, strong business insight along with strategic planning and team development. He has received several accolades under his guidance. His contribution and hard work have won him great recognition across the organization and the brand. He has won the “Global Event Management (GEM) Award” and “Event Excellence Award for the Asia Pacific in 2017” by Marriott International which identifies and celebrates impressive global event management talent throughout the Marriott Hotels. He has also served as a “Wedding consultant for Marriott Asia-Pacific”, “Event Advisory Board member for the Asia Pacific in 2018”, with his exemplary expertise in event management and food & beverage operations.

Fairmont Jaipur Appoints Prisha Lamba as the New Director of Marketing and Communications

Fairmont Jaipur Appoints Prisha Lamba as the New Director of Marketing and Communications

Fairmont Jaipur today announced the appointment of Ms. Prisha Lamba as the luxury property’s new Director of Marketing and Communications. With a rich experience spanning over 14 years, Prisha is sure to be an asset to the marquee hotel in this role. She joins Fairmont Jaipur with a wealth of knowledge and an extensive background in the hospitality and trade industry.

Commenting on the announcement, Mr. Rajiv Kapoor, General Manager, Fairmont Jaipur said, “Prisha is a result-oriented and highly collaborative leader, which makes her a strong cultural fit at Fairmont Jaipur. We are delighted to welcome her to our team and are certain that with her expertise and diverse skill set, she will pay a crucial role in helping us to translate our business objectives, as we continue to innovate and grow.”

Prisha will be responsible for spearheading the conception and execution of innovative marketing and communication strategies that help drive overall brand development and growth at Fairmont Jaipur. Prisha’s role will help Fairmont Jaipur to effectively convey the business issues they resolve, nurture relationships with prospective clients and communicate their success stories as well as the value they deliver. She will also be responsible for planning and implementing strategies to support the hotel’s unrivalled positioning.

Prisha’s last assignment was with Hyatt Regency Gurgaon where she served as a Marketing Communications Manager. Prior to that, she has worked with the Four Seasons Hotel in Mumbai, Radisson Gurugram and 32nd Avenue serving various marketing roles. Throughout her career, Prisha has focused on the development, implementation and management of comprehensive marketing campaigns integrated content creation, public relations, social media, and strategic planning.

AWARD | The Executive Chef Jerson Fernandes, has been recognized by Guinness world record holder and Padma Shree Dr. T.P Lahane for his valuable contribution to the culinary field

The Executive Chef of Mumbai’s iconic Novotel Mumbai Juhu Beach, Chef Jerson Fernandes, has been recognized by Guinness world record holder and Padma Shree Dr. T.P Lahane for his valuable contribution to the culinary field on 6th March 2022 at Nehru Art’s Centre, Worli.

Passionate about his profession, Chef Jerson is a stalwart in integrating innovative ways of art and the science of cooking. He strongly believes that food is an experience, and what is cherished is more than just a menu or a restaurant, it is creating gastronomical delight in every experience through a blend of intrinsic flavors, local touch, and creative plating. 

Another recognition of Chef Jerson’s outstanding performance, is his being awarded the prestigious Executive Chef of the Year Award at the Hotelier India Awards 2021 in the upscale to the mid-market segment. The award is a testament to his high standard of professionalism, being a catalyst in driving change in the hospitality industry and aspiring young professionals to follow their dreams and always aim higher. 

Speaking on this achievement, Chef Jerson, Executive Chef, Novotel Mumbai Juhu Beach, adds, “I am extremely honored and humbled to receive this recognition from Padma Shree Dr. T.P Lahane who himself holds a Guinness world record for the highest number of successful cataract surgeries. While I reflect on my journey, I believe preserving tradition, creating health and sustainable food menus, combined with variation has helped me achieve change in this space. I would like to take the opportunity to thank my mentors, colleagues, team, support staff and so many other who have encouraged me to follow my aspirations. The award is monumental in further exploring my career path, aligning my future actions through a collaborative transformation in 2022, where tenacity and originality will shape the future of gastronomy.”

Chef Jerson’s career has garnered multiple accolades, including holding the Guinness World Record for the largest number of bread varieties in 2020. He has worked with several Accor properties, namely, Novotel Goa Dona Sylvia Resort, Novotel Hyderabad Airport, and Novotel Hyderabad Convention Centre and has also been associated with P&O Cruises, Taj Hotels, Marriott Hotels and Los Angeles based Berggruen (Keys) Hotel. When not in the kitchen, Chef Jerson enjoys capturing moments and different food aspects through photography.

 He is passionate about travelling in search of great food.

Gorav Arora, General Manager, Novotel Mumbai Juhu Beach, said, “We are truly proud of Chef Jerson and his remarkable efforts in spearheading change and innovation in the Food and Beverage space. His eagerness and willingness to constantly learn and implement new ideas to enhance dining and change the perspective of a regular meal into a memorable culinary experience, is what sets him apart. We are grateful for his immense contribution to our hotel and along with the entire team congratulate him on his achievement.”

AWARD | CELEBRITY MASTER CHEF – DR. KAVIRAJ KHIALANI AWARDED THE ZOOM DELHI HONOR FOR OUTSTANDING ACHIEVEMENTS AND COMMITMENT IN THE FIELD OF HOSPITALITY EDUCATION SECTOR.

CELEBRITY MASTER CHEF – DR. KAVIRAJ KHIALANI WAS AWARDED THE ZOOM DELHI HONOR FOR OUTSTANDING ACHIEVEMENTS AND COMMITMENT IN THE FIELD OF THE HOSPITALITY EDUCATION SECTOR.

A Global Icon for Excellence in the world of Hospitality. Chef Kaviraj Khialani is a successful name known for his creative culinary and gastronomic extravaganza, a name synonymous with a diehard liking and

love for cooking from a very young age. He is one of that quality-backed

professionals the food and hospitality industry has ever seen who is a perfect sync between the industry and academia. A culinary expert who has mastered the art of over 33 plus international cuisines and enjoys trying out global fusion with a desi touch to it, having authored a number of cookeries

books, featured on colors television and star plus on food shows, associated with a number of institutions, colleges, and universities over the years offering hospitality education, with an out of the box outlook when it comes to global fusion creativity, well recognized, rewarded and awarded not only

at a national level but also globally. Besides being a food and health, lifestyle consultant, author & writer, academician, advisor at a national level to various hospitality management

colleges AND universities, Chef Kaviraj has a flair for sharing his knowledge which he has been doing for over 22 plus years with an intent to share, contribute, offer the very best to those who wish to be a successful name in this field. Dr. Kaviraj comes with a multi-faceted work profile with varied

exposure from five-star hotels, to international airlines, consultancy for food companies, research & development, training and continued growth strategy

planning expert, a food designer, coach, mentor, and guide to thousands of

students who wish to be chefs and future hoteliers.

Zoom Delhi hosted its latest award show for 2022 on 12th March 2022 at New Delhi where the grand event witnessed the top 100 masterpiece personalities from various fields and walks of life who have been admired for their great work, contribution to the society, development and offering quality inputs to their respective fields of expertise and more. Chef Kaviraj was honoured for his outstanding achievements, recognitions, and more at this national level awards show in the presence of a number of top dignitaries.

“I am truly humbled and its feel really special having received this esteemed

award by Zoom Delhi which recognises true talent and motivates

professionals to do even more in our respective fields and help strengthen

our society on the whole”- said Chef Kaviraj just after he accepted the honor

at the mega event hosted by team Zoom Delhi.