RADISSON BLU RESORT MALDIVES WINS MULTIPLE LUXURY LIFESTYLE AWARDS

Nestled on the edge of South Ari Atoll like a filigree of gemstones, Radisson Blu Resort Maldives adds to its accolades a multiple award winner title of 2022 Luxury Lifestyle Awards in the categories of Best Luxury Island Resort in Maldives and Best Luxury Honeymoon Resort in Maldives. This is the resort’s second consecutive year of receiving the recognition from Luxury Lifestyle Awards, after securing the title of The Best Luxury Hotel in Maldives in 2021.

Just 105 KM from Velana International Airport, the resort makes this dream destination more accessible than ever before. All 128 beachfront or overwater villas ranging from 215 to 790 square meters feature private pools, ocean views, with one, two or three bedrooms. For the ultimate getaway, the Presidential Suite promises two levels of indoor and alfresco living space overlooking the shimmering sea.

Radisson Blu Resort Maldives blends an idyllic ambiance with exceptional amenities to create engaging guest journeys. The diverse dining selection includes three restaurants, three bars, an experiential wine & cocktail dining at The Lab, and destination dining by the beach or in the infinity pool. Guests can explore the amazing marine world from the diving and watersports center, soothe their senses at the overwater spa, and work out at the yoga pavilion, fitness center, or multi-purpose sports court, while the kids’ club keeps the young ones entertained and educated.

“Our guests immediately feel the difference as we welcome them with the service from our hearts and hands at our magnificent setting. Stay stylishly in the generously sized villas and indulge in our ever-evolving culinary offerings. We continue to fulfill the vision of a tropical island paradise.” stated Gavin Sanders, General Manager of Radisson Blu Resort Maldives.

Luxury Lifestyle Awards is a global award selecting, recognizing, celebrating and promoting the best luxury goods and services all over the world to connect people with the best of luxury. It is one of the world’s most recognized and respected brands, providing assurance of the highest quality, and representing pioneering excellence and innovation. Winners of Luxury Lifestyle Awards are determined through conducting thorough category- and region-based research. Selected winners are recognized worldwide and confirm the exceptional nature of а company in the eyes of the global professional and consumer community.

Want to work in the Maldives

Appointment | The Westin Pune appoints Girdhar Jangid as Director of Finance

Girdhar Jangid

In his role, he will be instrumental in the preparation of Capex and operational Budgets with regular forecasting of reports

The Westin Pune Koregaon Park has appointed Girdhar Jangid as Director of Finance for The Westin Pune Koregaon Park. In his role, he will be instrumental in the preparation of Capex and operational Budgets with regular forecasting of reports. He will also play a key role in helping drive financial results through optimization of cost and materializing the potential savings.  

A qualified Chartered Accountant, Girdhar has 9.5 years of hospitality industry experience in accounting and finance. Prior to joining The Westin Pune Koregaon Park, he started his career with a CA firm, J G Verma and Co. At the time, Girdhar received several opportunities to interact with major clients that were professionals in the hospitality realm, and is also one of the reasons why he chose to explore his potential in the hospitality space.

Pursuing the same interest, he was associated with W Goa, through the Project Company as Accounts Manager, and later, he joined the hotel during the pre-opening period as Finance Manager. In 2018, he was promoted as Sr. Finance Manager and in 2020, was promoted again as Assistant Director of Finance. 

Some of his noteworthy accomplishments include a “Manager of the Year” award for the year 2018 at W Goa and implementation of GST compliance in W Goa, with zero non-compliance/default cases in the last 4 years. 

Girdhar holds a B.Com in Accounting and Finance (BAF) from Mumbai University. When he isn’t working, one can find him engaging with his hobbies of playing badminton, cycling, listening to music, and playing and watching cricket.

Commenting on his appointment, Girdhar Jangid, Director of Finance, The Westin Pune Koregaon Park, said, “I am honored and pleased to be a part of the Westin family. Learning from my past work experiences, I believe in what I can bring to the table, and as a member in a leadership role, I look forward to mentoring a young team of talented financial professionals. I’m grateful for this opportunity and will continue to do my best in streamlining budgeting processes, looking after the financial modeling, and better my decision-making to support the growth goals of the hotel.”

Commenting on Girdhar’s appointment, George Bennet Kuruvilla, General Manager, The Westin Pune, Koregaon Park, said, “We are pleased to have Girdhar join our team at Westin Pune. We are looking forward to doing some great work with him to utilize our budgets in the most efficient way. With his rich financial experience and better decision skills, we are definitely looking at growth and success for the hotel”

Marriott News | Marriott International Signs Agreement With Baraka Lodges LTD. To Open First Luxury Safari Lodge in Africa

JW Marriott Masai Mara Lodge signals growth in the continent as the global hospitality leader enters the luxury safari segment

Marriott International, Inc. today announced it has signed an agreement with Baraka Lodges LTD. to enter the safari segment in Africa. JW Marriott Masai Mara Lodge will be located within the Mara National Reserve, one of Africa’s most renowned wildlife conservation and wilderness regions. Offering discerning travellers an unparalleled setting, the elegant retreat expects to welcome guests in 2023.

Overlooking the famed banks of the River Talek and on the edge of the reserve, JW Marriott Masai Mara Lodge’s prime location will offer guests a distinctively elevated camp from which to discover the Masai Mara National Reserve, its stunning vistas, abundant wildlife, and endless plains. Plans for the new-build lodge feature 20 private tents, including one presidential canvas-topped pavilion and two interconnecting canopied suites, ideal for families, each with a private terrace overlooking the river. Shared spaces will include a restaurant, lounge bar, spa, and a large outdoor terrace with fire pits that will play host to traditional Masai dance performances in the evening. The untamed landscape will offer guests the opportunity to observe the “Big Five” that Masai Mara is home to: lions, leopards, buffalos, rhinoceros and elephants. Between June and September, the reserve is also host to the annual great wildebeest migration, when more than 10 million animals travel a distance of 1,800 miles from the Serengeti in neighbouring Tanzania.

“As a brand rooted in mindfulness, we cannot think of a more perfect retreat for the mind, body, and soul than the Masai Mara National Reserve in Kenya,” said Bruce Rohr, Vice President and Brand Leader, JW Marriott, Marriott International. “JW Marriott Masai Mara Lodge will offer guests a luxurious backdrop to make once-in-a-lifetime memories as they connect with nature and wildlife as never before. We are thrilled that the JW Marriott brand will be welcoming adventure travellers, including families, to this breath-taking part of the world.”

Conservation of the land and its inhabitants will be at the heart of JW Marriott Masai Mara. The safari lodge aims to employ up to 50 locals from the Masai community, and will offer robust learning opportunities for guests looking to immersive themselves in the destination.

“The signing of JW Masai Mara Lodge is a milestone in Marriott International’s growth in Africa as the company enters the luxury safari segment. This landmark project is in response to travellers' growing desire for experiential offerings that enable them to build a deeper connection with their chosen destination. JW Marriott encourages guests to be mindful and present, which perfectly lends itself to meaningful safari holidays,” said Jerome Briet, Chief Development Officer, Europe, Middle East & Africa, Marriott International.

A nod to the captivating surroundings, guests can expect an authentic sense of place through artful design and architecture. Sophisticated, interiors will be led by Kristina Zanic. The location and surrounding landscape will be reflected at every turn, creating harmony with the natural world and drawing inspiration from the elements: earth, wind, fire and water. Warm touches of neutrals and natural materials, will lend to a warm ambience, while a earth tone colour palette promises to sit in harmony with the landscape, inviting guests to connect with nature and focus on their wellbeing.

During their stay, guests will enjoy the immersive, holistic approach to wellness while being mindful of the environment and their impact on the land.

“We’re delighted to collaborate with Marriott International to debut this stunning luxury lodge and their first Safari offering in the Masai Mara,” said Mr. Shivan Patel of Baraka Lodges LTD.

Marriott International currently operates more than 120 properties in Africa across its portfolio. JW Marriott Masai Mara Lodge will join Marriott Bonvoy’s growing portfolio of 8,000 hotels globally.

About JW Marriott
JW Marriott is part of Marriott International’s luxury portfolio of brands and consists of beautiful properties and distinctive resort locations around the world. JW Marriott is a tribute to the founder of Marriott International, J. Willard “J.W.” Marriott, who prioritized his own well-being so that he could take better care of others. Inspired by his approach to life and rooted in holistic well-being, JW Marriott properties offer a haven designed to allow guests to focus on feeling whole – present in mind, nourished in body, and revitalized in spirit – through programs and offerings that encourage them to come together and experience every moment to the fullest. Today there are more than 100 JW Marriott hotels in more than 35 countries and territories worldwide that cater to sophisticated, mindful travellers who come seeking experiences that help them be fully present, foster meaningful connections and feed the soul. Visit JW Marriott online, and on Instagram and Facebook. JW Marriott is proud to participate in Marriott Bonvoy®, the global travel program from Marriott International. The program offers members an extraordinary portfolio of global brands, exclusive experiences on Marriott Bonvoy Moments and unparalleled benefits including free nights and Elite status recognition. To enroll for free or for more information about the program, visit marriottbonvoy.com.

AWARD | WORLD LEADERSHIP CONGRESS HONOURS CELEBRITY MASTER CHEF DR. KAVIRAJ KHIALANI WITH THE TITLE OF MOST ADMIRED CHEF

WORLD LEADERSHIP CONGRESS HONOURS CELEBRITY MASTER CHEF DR. KAVIRAJ KHIALANI WITH THE TITLE OF 

MOST ADMIRED CHEF

Passion at its very best and a zeal to achieve beyond the horizon and a vision to achieve success and yet be grounded, humble and aspiring to do even more for the food & hospitality industry, education field and print and digital media, sharing his thoughts, ideas and recipes related to world cuisine and more is what makes Chef Kaviraj is known to be a multi- tasking professional, renowned and iconic name in the hospitality world. He has been a young achiever since the tender age of 11 months, endorsed a healthy baby tonic for a medical company made him a face of the brand across India, growing up being a topper in academics throughout, winning several accolades along the way!

A keen interest in cooking developed since the age of 7, learning his basics from his mother in his home kitchen, a keen observer and learner picked up the skills watching, practicing and also being open to visualise, create and work on unusual ideas since a young age he was able to dish out, present and innovate pretty well from the regulars. Having completed his higher education and achieved international certifications from Switzerland, America to name a few he always had a flair to share his experience, knowledge which he gained working with several reputed brands like the Taj group, Kuwait Airways, he actively got into academics as well besides being a consultant for the industry. 

Chef kaviraj also tapped opportunities which came his way of being on indian television and beyond from star plus to colors television which saw him hosting and mentoring foodies on a food reality show called Mallika-e-Kitchen which also happened to be the very first on colors channel. An author, advisor, mentor, coach and guide he loves to interact with young aspiring to be chefs and hoteliers, he is also a lifestyle coach and believes in focussing on goals rather than distractions in life. His continued support extended in a number of ways during the last 2 plus years of the pandemic have also been appreciated by a number of organisations, institutions and universities all over India.

He has been conferred upon this coveted title of the Most Admired Chef presented to him by the World Leadership Congress in association with Asia Food Congress on 22nd March 2022 at Hotel Taj Lands’ End in Mumbai for this outstanding commitment, passionate approach and never give up attitude towards his area of expertise which is truly an inspiring factor for youngsters who wish to be successful in this competitive industry.

“It always feels nice to be appreciated, honoured and awarded with new titles & recognitions are always a booster to existing performance. It also gives me a stronger sense and vision of working even harder and make noticeable developments in all I do and to be able to serve the industry, academia and society on the whole to the best of my capability. The title of most admired chef, is a new and varied one in my collection of awards till date and will continue to inspire me to achieve further laurels on a global platform.”- quoted Chef Kaviraj post the awards ceremony.

AWARDS | Culinary Culture's pioneering initiative FoodSuperstars celebrated India's top 30 chefs at a glittering award ceremony in New Delhi

Culinary Culture's pioneering initiative FoodSuperstars celebrated India's top 30 chefs at a glittering award ceremony in New Delhi

~ India's top guns from the culinary industry united for the first-ever award ranking for Indian Chefs~

National, March 2022: With an aim to recognize and reward India’s most talented chefs, the first edition of Culinary Culture's FoodSuperstars presented by Campo Viejo took place at The Leela Palace, New Delhi. The first of its kind annual ranking saw 30 Top Chefs from across India being celebrated as true heroes of the Indian Food & Beverage industry. The Chefs were commemorated with a trophy as a badge of honor while donning special one-of-a-kind bespoke scarves designed by the iconic Indian designer, Raghavendra Rathore.

Culinary Culture, the foremost culinary platform in the country, was Co-founded by Vir Sanghvi, India’s most respected food critic and Sameer Sain, co-founder and CEO of the Everstone Group. It was established to transform the perception of India’s culinary culture globally.

The much-awaited list of India’s top 30 chefs was revealed at an invite only event in the presence of prominent chefs and industry stalwarts from across the country such as Vikram Oberoi, Nakul Anand, Sunjae Sharma, Rohit Agarwal, Zorawar Kalra, Priyank Sukhija, Chef David Myers amongst many others. The top 30 chefs awarded the coveted title of FoodSuperstars in its first edition include:

No. 1 – Manish Mehrotra, No. 2 – Regi Matthew, No. 3 – Himanshu Saini, No. 4- Prateek Sadhu, No.5- Saurabh Udinia, No.6 – Ritu Dalmia, No.7- Manu Chandra, No.8- Nooresha Kably, No.9 – Naren Thimmaiah, No.10 – Hussain Shahzad. (full list attached)

Along with the ranking of the Top 30, FoodSuperstars also announced special awards that were bestowed on Chefs for exceptional achievement through the year. These included awards for Social Activism, Sustainable Cooking Practices and an award to a Food Legend, detailed as under.

Special Awards

Pastry Chef by Miele: Pooja Dhingra

Sustainable Chef by Fresh Brew: Manisha Bhasin

People’s Chef by Veeba: Vikas Khanna

Young Chef by Campo Viejo: Dane Fernandes

Chef Activist by Le Cordon Bleu: Asma Khan

Food Legend by Culinary Culture: Floyd Cardoz

Speaking on the occasion, Vir Sanghvi, Chairman, Culinary Culture said: “To be able to finally bring together to celebrate and honor some of India's most brilliant minds is very heartwarming and something we look forward to do, year after year.”

" It is a pleasure to be associated with FoodSuperstars, honouring the passion and tasteful talent of India’s top chefs with bespoke Raghavendra Rathore Jodhpur accents will be a delightful feast for the senses." said Raghavendra Rathore.

“Cooking is a good thing, but how far you can part your knowledge to others is most important and that’s the only way to take our Indian cuisine forward. I want this award to inspire the next generation of Indian chefs to go even further.” said Manish Mehrotra after being declared as No.1. 

Raaj Sanghvi, CEO, Culinary Culture revealed the company's upcoming initiatives, “It’s our mission to bring the world’s best to India and next month we will have the greatest chef in the world Massimo Bottura- come to Mumbai and cook at our events in partnership with Masters of Marriott. We will also organize a special session where he will speak to an audience of India’s top chefs”. 

At the event in New Delhi, 28 of the 30 chefs were present in attendance and had flown in specially for the evening from cities such as Bengaluru, Goa, Mumbai, Kolkata, Jaipur, Chennai, Hyderabad, Udaipur and Dimapur. To receive the Special Legend Chef award, Barkha Cardoz, wife of the late Floyd Cardoz flew in specially from New York and was given a standing ovation.

FoodSuperstars followed a detailed selection process with nominations put forward by Culinary Culture’s seasoned community of FoodHunters consisting of over 40 food connoisseurs from across the country. The final list of nominated chefs was then shared with Culinary Culture’s Secret Jury consisting of India’s topmost culinary experts and biggest foodies. The Jury further culled the list to arrive at the TOP 30 and the process was overseen by Vir Sanghvi.

The platform is the only food ranking in India with no form of outside influence or commercial consideration. No restaurant or hotel advertisements were accepted. After a very challenging two years of the pandemic, India’s F&B Industry finally came together to celebrate the perseverance of the industry through this platform.

FoodSuperstars presented by Campo Viejo, will become an annual event to honor Indian chefs and will move around Indian cities for each edition.

About Culinary Culture

Culinary Culture is India’s definitive voice in food. Co-founded by Vir Sanghvi, and Sameer Sain it is a movement that encompasses all aspects of the food space in India. It is the country’s only authoritative, independent rating organization, awarding stars to restaurants and recognizing and rewarding India’s best chefs and street food vendors. It organizes global culinary exchanges, bringing the world’s greatest chefs to cook in India and sends Indian chefs to cook at the best restaurants in the world. Culinary Culture creates engaging culinary content and has a large and dedicated community of followers on social media. In 2020, Culinary Culture organized events in India with Chef Mauro Colagreco of Mirazur in France, the three Michelin starred restaurant, rated as World no.1. Culinary Culture has an academy of FoodHunters, consisting of 40+ of India’s top food experts based around the country. Culinary Culture’s various popular IPs include FoodSuperstars, Culinary Conversations, StreetFoodSuperstars, Culinary X Change and Plate of Love amongst many others.

Instagram: @CulinaryCultureCo

Appointment | Sofitel Mumbai BKC appoints Farshid Billimoria as Director of Revenue

Farshid Billimoria

He will be responsible for driving topline revenue and market share through the implementation of strategic pricing and inventory controls

Sofitel Mumbai BKC has appointed Farshid Billimoria as its new Director of Revenue. He comes with nearly a decade of distinguished hospitality and software experience in Revenue Management and Reservations, with a Bachelor’s degree in Hotel Management from WelcomGroup Graduate School of Hotel Administration, Manipal.

In his role, Billimoria will be responsible for driving topline revenue and market share through the implementation of strategic pricing and inventory controls for the hotel including, the Food & Beverage and banqueting areas. His role further involves supporting the Reservations team and working closely with the Sales and Marketing teams to manage room business and online sales.

Billimoria started his career with Accor in 2011 and due to his strong analytical skills and positive attitude, he was appointed as the Cluster Revenue Manager for seven Accor hotels in Chennai within a short span. Prior to joining Sofitel Mumbai BKC, he worked as the Director of Revenue at Novotel Mumbai Juhu Beach.

Appointment | Depankar Ganguly appointed food and beverage Manager at Hyatt Pune Kalyani Nagar

Depankar Ganguly

Depankar Ganguly appointed food and beverage Manager at Hyatt Pune Kalyani Nagar

Depankar Ganguly, food and beverage Manager, Hyatt Pune Kalyani Nagar.

Hyatt Pune Kalyani Nagar has appointed Depankar Ganguly as the food and beverage manager for the property. He will oversee all food and beverage operations at Hyatt Pune, Kalyani Nagar, encompassing Baan Tao, award-winning pan- Asian restaurant, Fishbowl Lounge, Eighty-Eight the all-day dining multi cuisine restaurant, and banquet operations. He will be responsible for maintaining the service quality, ensuring guest satisfaction, and smooth operations of the restaurants, including delivery services.

This is Ganguly’s first stint with Hyatt hotels. He previously has been associated with brands like Marriott and Pullman, where he was spearheading the Food and Beverage department. A seasoned professional with a career spanning 16 years, Ganguly has a strong background in Food and Beverage Operations, Public Relations, Business Development, General Administration, quality and hygiene standards.

Appointment | Pilibhit House - IHCL SeleQtions appoints Mani Mohan Pathak as their new Executive Chef

Pilibhit House - IHCL SeleQtions appoints Mani Mohan Pathak as their new Executive Chef

National, March, 2022 - Haridwar’s most luxurious address, Pilibhit House, is an artfully restored 100-year-old aristocratic mansion that is now a part of the IHCL SeleQtions group. Pilibhit House is the ‘magnum opus’ of Prasad Heritage Group. Founded more than a century ago by prominent members of the first family of Pilibhit.

Pilibhit House, Haridwar – IHCL SeleQtions has appointed Mani Mohan Pathak as their Executive Chef, to lead their multifaceted culinary operations.

With a rich experience of over 22 years, Chef Mani has served renowned hospitality brands across the globe such as Taj Residency Visakhapatnam, The Lalit Ashok Bangalore and other leading hotels and restaurants across the country. Most recently, Chef Mani was leading the culinary operations at ‘Fox in the Field’ in Bangalore as their Executive Chef.

Commenting on the announcement, Amit Kumar Thakur, General Manager, Pilibhit House said, “We are delighted to have Chef Mani as the Executive Chef leading the culinary operations at Pilibhit House. His arrival is expected to bring an extraordinary addition to our culinary offerings and kitchen team. It is a fantastic opportunity for us to build on our existing offerings and continue to exceed guests’ expectations. With his passion for food, we are excited about the fresh perspective and innovation Chef Mani will add to Pilibhit House’s fine dining experiences.”

His unrelenting passion aside, Chef Mani admits that a flourishing career in the industry has influenced his culinary skills in a substantial way, allowing him to create flavour combinations that impart original and unique qualities to dishes. He is excited to take the lead as Executive Chef and combine the timeless elegance of Pilibhit House with his renewed take on food.

Thrilled about his new beginning with Pilibhit House, Chef Mani Mohan Pathak says “I am motivated to experiment with my culinary philosophy, working with the finest local ingredients to create unique regional and global vegetarian dishes. I look forward to curating exceptional and memorable dining experiences for guests at Pilibhit House.”

Chef Mohan is convinced that food should bring the ultimate joy to guests. An advocate of presenting dishes aesthetically with simplicity, Chef Mani prefers to let his culinary skills and use of complementing ingredients, continue to impress. With Chef Mani spearheading the kitchen team at Pilibhit House, every traveller will head back home with a stomach and heart full of delightful memories.

About Pilibhit House

A realm of tranquillity, Pilibhit House sits charmingly by the Ganges overlooking the glorious Shivalik Himalayas. This heritage residence houses the largest private bathing ghat of the region for the customary dip and some quiet moments with the river.

Tread past the arched doorway into this ancestral mansion, and the constructs of time & regulation melt away. You are led into artfully designed rooms and suites across 3 levels, that either face the open courtyard or offer views of the Ganges. In either case you stay pampered and blissful.

The Dining Room presents a range of international cuisine and the best local home recipes with the food being divinely vegetarian. The alfresco seating ensures views of the Ganges aplenty. If you have something more evocative in mind, the River Deck, Pool Deck by the Mango Tree and The Terrace with their panoramic views will be memorable as dining spots. 

Experience an all-natural Jiva Spa and age-old Indian wellness including a unique Gangetic mud bath, a petite infinity pool and the River Room which is a great spot for curling up with a bestseller or your playlist. The early morning nature walks and Yoga keep your day sprightly and fresh.

New Opening | Signum Hotels announces new hotel signings in Punjab

Signum Hotels announces new hotel signings in Punjab

To add 350 keys in the state within a year

New Delhi, March 2022: Signum Hotels, a fast-growing hotel management company, today announced 4 new hotel signings in Punjab. Signum currently operates Signum Cityscapes Mohali with 24 keys and is inching towards further strengthening its presence in the state. 

Signum Hotels has signed the properties with Punjab-based real estate service provider, Ambika Group. The new hotels are being developed across tricity and will be branded as Signum Cityscapes. These hotels are expected to be operational within this year, in 2022.

Commenting on the development, Mehul Sharma, Founder & CEO, Signum Hotels said, ‘Punjab has witnessed an influx of tourists and businessmen in the last few years leading to increasing demand for quality hotels. Despite the global slowdown, the hospitality segment in Punjab has done well and this is attracting big developers.’ He further added, ‘This year, we aim to open one hotel every quarter in Punjab and will add an inventory of close to 350 keys in the next one year.’

Signum Hotels currently operates 280 keys in India across four hotels in Mohali, Bhiwadi, Bengaluru and Kodaikanal. Over the next two years, Signum aims to strengthen its portfolio with 30 hotels globally.

About Signum Hotels & Resorts I www.signumhotels.com

Signum Hotels and Resorts Pvt. Ltd. is a hotel management company operating hotels and resorts across the globe. It offers exceptional service provided by a diverse team with a remarkable combined experience of over 1000 years across varied hospitality verticals. The emerging hospitality company currently operates 4 hotels in India across Mohali, Bhiwadi, Bengaluru and Kodaikanal, and has various properties under development across Punjab in India and Internationally in Greece, Israel, USA, Dubai and Belgrade. The group is fiercely determined to be the best choice for large scale as well as medium scale investors and developers by lending their expertise in developing remarkable hotels.

News | The Ambassador Mumbai undertakes massive renovation exercise

The Ambassador Mumbai undertakes massive renovation exercise

 The Ambassador Hotel, Mumbai- the heritage boutique hotel overlooking the Arabian sea has undergone a massive renovation exercise and has started welcoming the guests at its fully revamped and refurbished fifth floor, the General Manager of the hotel Manvendra Rashk said.

Talking about the plans of completely redoing the hotel, he said, “we are taking one floor at a time and completely rebuilding it from scratch. We have not done any cosmetic changes. We have completely redone the interiors, removed everything including the furniture, electrical fittings, etc. even the plaster on the wall was taken off. In fact we have also merged certain rooms and converted them into luxurious suites measuring 1100 square feet approximately.”

The rooms are fitted with state-of-the-art facilities. The idea has been to amalgamate modernity with heritage so that the guests can enjoy the best of both worlds.  The hotel has four categories of rooms viz. Luxury Suites Premium, Executive and Deluxe Rooms. All the rooms have amenities such as a TV, free Wi-Fi, an electric kettle, locker and  bathroom with premium amenities. 

The 1100 square feet luxury suite has a king-size bed, a separate sitting area, and a powder room. It comes with 24-hour butler service as well. The Premium Rooms are spacious 380 square feet rooms and have modern well-appointed bathrooms.  

Other conveniences which the guests enjoy include- a welcome drink on arrival, cookie platter, fresh fruits basket, complimentary mini-bar, tea /coffee maker with tea, coffee, milk, sugar sachet, and buffet breakfast.

The Ambassador group of hotels was established in 1939 and currently owns The Ambassador Mumbai, Ambassador Ajanta Aurangabad and Ambassador Pallava Chennai. The company also owns Ambassador Sky Chef Mumbai and Delhi.

Appointment | Mercure Chennai Sriperumbudhur appoints Swarnalatha Siddharthan as Associate Director of Sales

Swarnalatha Siddharthan

Mercure Chennai Sriperumbudhur has appointed Swarnalatha Siddharthan as Associate Director of Sales. She brings with her over 12 years of experience in the hospitality industry and has worked with brands like Hinduja Global Solutions, Trident Hotel – Chennai, Holiday Inn Express – Mahindra World City, Fortune Select Grand – Chennai and Accor Hotels. Her last assignment was with Fairfield by Marriott, Sriperumbudur as Sales Manager.

At Mercure Chennai, she will be responsible for sales and marketing operations to reaffirm the hotel’s standing. Her key strengths being her efficient work ethic, positive attitude, ability to remain calm at stressful situations and ability to multi-task and that’s what sets her apart.

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