Radisson Blu Plaza Resort & Convention Centre, Karjat by Sanket Sinkar, Director of Operations, Radisson Blu Plaza Resort & Convention Centre, Karjat

At Radisson Blu Plaza Resort & Convention Centre, Karjat, the check-in experience is thoughtfully designed to reflect the serene yet contemporary spirit of its surroundings. It’s more than just a process—it’s the first warm touchpoint in a guest’s journey. Most guests arrive with their rooms pre-assigned, and preferences already noted discreetly. The traditional front desk has evolved into a space of reassurance and personalization, where the team simply affirms details, answers local queries, or offers subtle upgrades when available.

From the moment guests arrive, they’re greeted with a grand welcome—offered a refreshing welcome drink and provided with luggage assistance, setting the tone for a stay that’s both luxurious and effortless. Every step of the arrival is orchestrated to be seamless yet memorable.

The lobby itself echoes this ethos. It’s not just a transitional space but a haven of calm, comfort, and functionality. Comfortable seating areas and a warm aesthetic invite guests to pause and unwind. The design reflects a hospitality philosophy that values purpose over pretense—where every element, from layout to lighting, serves to enhance the guest’s ease.

What sets Radisson Blu Karjat apart is its attention to detail. Guest preferences such as language, room accessibility, or dietary considerations are often accommodated in advance, without the guest having to request them. These thoughtful gestures make arrivals feel intuitive and personalized.

In a fast-paced world where first impressions are made in moments, Radisson Blu Plaza Karjat ensures those moments are smooth, welcoming, and just a bit better than expected.

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The Impact of a Thoughtful Check-In Experience – At DoubleTree by Hilton Goa Panaji by Harshad Nalawade, General Manager, DoubleTree by Hilton Goa Panaji

At DoubleTree by Hilton Goa Panaji, a guest’s first impression begins the moment they step into our warm and inviting lobby. Greeted with our iconic warm chocolate cookie—a signature DoubleTree gesture—and a refreshing locally inspired welcome drink, guests are immediately enveloped in a sense of comfort and care. This heartfelt welcome, paired with genuine smiles and sincere hospitality, sets the tone for the stay ahead. After a long journey, it’s not just about arriving—it’s about arriving to warmth, recognition, and home-like hospitality.

Today’s check-in experience goes beyond the transactional. It has evolved into an opportunity to create a personal connection. Whether it’s a surprise room upgrade, a thoughtful amenity aligned with guest preferences, or a simple “Welcome back,” each interaction is designed to make our guests feel seen, valued, and appreciated.

A delightful touch that sets us apart is our dedicated kids’ check-in counter—where our youngest guests are greeted with their own special welcome. With engaging activities, mini treats, and a playful atmosphere, we make sure that even children feel like VIPs from the very beginning of their stay.

Technology plays a crucial supporting role in this journey. Tools like Kipsu WhatsApp Messaging Technology, a Hilton initiative, allow us to connect with guests even before they arrive—understanding their needs, honoring their preferences, and building rapport in advance and during the stay. Digital innovations such as mobile check-in and digital key access add convenience without sacrificing the human touch. At DoubleTree, we believe technology should enhance—not replace—the warmth and attentiveness of our team.

The ambiance of our lobby—a modern, well-lit, and aesthetically curated space—further amplifies that first impression. It’s a silent yet powerful message: you are in good hands.

Ultimately, when guests are treated as individuals—not just bookings—it cultivates emotional resonance and brand loyalty. The check-in moment isn’t just a procedure; it’s the opening scene in a hospitality story worth remembering.

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The Human Touch in Food & Beverage Service Training by Kim Chau Huynh

In the Food & Beverage (F&B) industry, exceptional service is just as important as the quality of the food. As the hospitality landscape continues to evolve, it's becoming increasingly clear that the human touch is what sets outstanding F&B establishments apart from the rest. Effective F&B service training must go beyond technical skills, incorporating mentorship, experiential learning, and soft skills development to create a truly memorable dining experience.

The Importance of Human Connection in F&B Service In today's digital age, guests are craving authentic, human connections more than ever. A warm smile, a genuine greeting, and attentive service can make all the difference in creating a loyal customer. F&B service training programs must prioritize the development of soft skills, such as empathy, active listening, and conflict resolution, to ensure that staff can provide exceptional, personalized service.

Mentorship in F&B Service Training

Mentorship plays a vital role in F&B service training, providing new staff members with guidance, support, and valuable insights from experienced colleagues. A mentorship program can help to:

1. Reduce training time: By pairing new staff with experienced mentors, training time can be significantly reduced, allowing new staff to become productive more quickly.

2. Improve knowledge retention: Mentorship programs can help new staff retain knowledge and skills more effectively, as they have a dedicated resource to answer questions and provide feedback.

3. Enhance soft skills development: Mentors can provide guidance on soft skills, such as communication, teamwork, and problem-solving, helping new staff to develop these essential skills.

Experiential Learning in F&B Service Training

Experiential learning is a powerful training methodology that involves hands-on experience and real-world application. In F&B service training, experiential learning can take many forms, including:

1. On-the-job training: New staff learn by doing, working alongside experienced colleagues to develop practical skills.

2. Role-playing exercises: Staff practice different service scenarios, developing their communication and problem-solving skills.

3. Service simulations: Staff participate in simulated service experiences, applying their knowledge and skills in a realistic, low-risk environment.

Soft Skills Development in F&B Service Training

Soft skills are essential for delivering exceptional F&B service. Some key soft skills to focus on in F&B service training include:

1. Communication: Clear, effective communication is critical in F&B service, ensuring that guests' needs are met and expectations are exceeded.

2. Empathy: F&B staff must be able to understand and respond to guests' emotions, providing a supportive and caring service experience.

3. Problem-solving: F&B staff must be able to think critically and creatively, resolving issues and complaints in a timely and effective manner.

4. Teamwork: F&B service is a team effort, requiring staff to work collaboratively and supportively to deliver exceptional service.

Implementing Human-Centric F&B Service Training

To implement human-centric F&B service training, consider the following strategies:

1. Incorporate mentorship programs: Pair new staff with experienced mentors to provide guidance, support, and valuable insights.

2. Use experiential learning methodologies: Incorporate on-the-job training, role-playing exercises, and service simulations to develop practical skills and soft skills.

3. Focus on soft skills development: Prioritize the development of essential soft skills, such as communication, empathy, problem-solving, and teamwork.

4. Emphasize the importance of human connection: Train staff to understand the value of authentic, human connections in creating a memorable dining experience.

Conclusion

The human touch is what sets outstanding F&B establishments apart from the rest. By incorporating mentorship, experiential learning, and soft skills development into F&B service training programs, hospitality organizations can create a truly memorable dining experience that keeps guests coming back. Remember, in the F&B industry, it's the humanconnection that makes all the difference.

The human touch in training – Mentorship, experiential learning & soft skills by Srinivasa Rao, Cluster Director HR, Hilton and Hilton Garden Inn Bengaluru Embassy

At Hilton and Hilton Garden Inn Manyata, we know that while technology helps us work smarter, it is the human connection that truly sets hospitality apart. In a world that’s constantly changing, training our teams means more than just ticking boxes—it’s about building confidence, character, and a genuine sense of purpose.

Mentorship is at the heart of our culture. It is not just about guidance, it is about sharing experiences, offering support, and helping each other grow. Experiential learning brings our training to life, letting team members step into real situations, learn by doing, and grow through every challenge.

And then there are the soft skills—the empathy, communication, and emotional intelligence that turn everyday service into unforgettable moments. These are the skills that bind us as a team and leave lasting impressions on our guests.

As we move forward, we remain deeply committed to training that puts people first—because in the end, it’s not just about what we do, but how we make people feel that truly matters.

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Humanizing Excellence: The Role of Personalized Training in Hotel Housekeeping by Dr. Rachna Chandan

In the dynamic world of hospitality, housekeeping plays a vital role in delivering exceptional guest experiences and driving satisfaction. While technological innovations and automation are revolutionizing the sector, the importance of human interaction cannot be overstated. As hotels integrate smart systems, it is crucial to recognize the enduring value of human-centered training in providing outstanding service.

From the cleanliness of rooms to the attention to detail in every aspect of the hotel experience, housekeeping staff are essential in creating a memorable and enjoyable stay. As hotels strive to differentiate themselves in a competitive market, the human touch provided by well-trained housekeeping staff can be a key factor in building guest loyalty and driving repeat business

Mentorship has long been a cornerstone of professional development in the hospitality industry. In hotels, housekeepers brings lots of experience and institutional knowledge that is invaluable to newcomers. Structured or informal, mentorship programs offer guidance, and hands-on training which help new employees build both competence and confidence. A mentorship pairing in hotel housekeeping might involve an experienced housekeeper shadowing a new recruit, offering feedback, and modeling best practices. Such practices helps in enhancing technical skills development, inculcating service culture and brand values, provide emotional support and thrive confidence building to the new employees. This can lead to improved job satisfaction, reduced turnover, and increased productivity, ultimately driving business success. By sharing their knowledge and expertise, mentorship program will also be a rewarding experience for mentors and help in developing leadership skills, and can reinforce their own knowledge.

Housekeeping is a profession that requires practical skills and hands-on experience. To effectively train hotel staff, experiential learning is an approach that emphasizes real-world practice over theoretical instruction. It involves activities such as role-play, job shadowing, and supervised practice, which allow new employees to gain firsthand experience in managing everyday tasks and challenges. This method helps in improving procedural knowledge, develop critical thinking and decision-making skills. By incorporating experiential learning into their training programs, hotels can ensure that their housekeeping staff are equipped with the skills and knowledge needed to provide exceptional service and maintain high standards of quality.

While technical proficiency is essential in housekeeping, it is soft skills that elevate service from satisfactory to outstanding. Attributes like empathy, communication, teamwork, and conflict resolution play a pivotal role in guest interactions and internal collaboration. Effective training programs embed soft skills development through scenario-based exercises and group activities. Such training empowers housekeepers to navigate sensitive situations with professionalism and care, ultimately enriching the guest experience.

As the hospitality industry increasingly embraces AI, robotics, and automated systems, the risk of depersonalizing service grows. However, technology should be viewed as an enabler, not a replacement for human connection. By prioritizing mentorship, experiential learning, and soft skills in providing training to the housekeepers, hotels can cultivate a workforce that is not only technically skilled but also emotionally intelligent and service-oriented. These human-centered practices foster team morale, reduce turnover, and contribute to a consistent, high-quality guest experience.

In a sector where every detail matters, the quality of housekeeping can make or break a guest’s impression. Training that preserves the human touch, rooted in empathy and providing real-world experience, ensures that housekeeping staff continue to be the unsung heroes of hospitality. By investing in comprehensive, people focused training, hotels can build a culture of excellence that stands out in an increasingly automated world, earning guest loyalty and a reputation for exceptional service.

Author details

Dr. Rachna Chandan
Associate Professor, & HOD-Housekeeping Department
Banarsidas Chandiwala Institute of Hotel Management & Catering Technology, New Delhi
Editor-Voice of Housekeepers e-infozine, Professional HouseKeepers Association

The Rise of On-Demand Training: How Netflix-Style Learning is Shaping Hospitality

The hospitality industry thrives on agility—employees must adapt quickly, whether mastering a new POS system, handling a guest complaint, or learning safety protocols. Traditional training methods (long classroom sessions, bulky manuals) no longer fit today’s fast-paced environment. Enter on-demand learning: a Netflix-style approach where employees access bite-sized, engaging training exactly when they need it.

From LinkedIn Learning to Duolingo for language skills, and custom Learning Management Systems (LMS), hospitality businesses are leveraging just-in-time training to boost retention, efficiency, and employee satisfaction. Let’s explore how this shift is revolutionizing the industry.

Why On-Demand Training Works for Hospitality

1. Flexibility for a 24/7 Industry

Hospitality never sleeps—neither should training. On-demand platforms allow employees to learn:

• During downtime (e.g., between shifts, slow hours).

• On any device (smartphones, tablets, back-office computers).

• At their own pace, reducing overwhelm.

2. Higher Engagement & Retention

Like Netflix or YouTube, modern learners prefer:

• Short, focused videos (3-10 minutes) over hour-long lectures.

• Interactive quizzes and instant feedback.

• Personalized recommendations (e.g., "Housekeepers, watch this 5-minute refresher on chemical safety").

3. Just-in-Time Learning for Real-World Problems

Instead of memorizing outdated manuals, employees can:

• Quickly search "How to handle an overbooked room" before a guest arrives.

• Watch a 1-minute demo on operating a new coffee machine.

• Practice language skills via Duolingo before assisting an international guest.

Key Platforms Driving On-Demand Hospitality Training

1. LinkedIn Learning & Udemy for Business

• Pros: Vast libraries on soft skills (customer service, conflict resolution) and technical skills (revenue management, Excel for hospitality).

• Use Case: A hotel chain assigns a 10-minute course on "De-escalating Guest Complaints" to all front-desk staff.

2. Duolingo & Babbel for Language Training

• Why it matters: 47% of hospitality workers interact with non-native speakers daily (Source: Rosetta Stone).

• Gamified learning: Employees earn badges for completing daily 5-minute language drills.

3. Custom LMS (Learning Management Systems)

Platforms like TalentLMS, Axonify, or Hotel Academy offer:

• Mobile-friendly microlearning (e.g., daily 2-minute safety tips).

• AI-driven recommendations (e.g., "Based on your role, here’s a refresher on check-in procedures").

• Tracking & compliance (automated alerts for mandatory training).

4. YouTube & TikTok-Style Training

Some brands create internal video libraries with:

• 60-second "how-to" clips (e.g., "Folding napkins like a pro").

• Guest service role-plays (e.g., "How to say no politely").

Success Stories: Hospitality Brands Using On-Demand Learning

1. Marriott’s "Marriott Bonvoy Training" App

• Employees access mobile-friendly courses on brand standards, safety, and career growth.

• Gamification (badges, leaderboards) increases completion rates by 35%.

2. McDonald’s "Fred@Work" Chatbot

• An AI assistant answers employee questions in real-time (e.g., "How do I process a refund?").

• Reduces manager interruptions by 40%.

3. Hilton’s Virtual On-Demand Workshops

• Frontline staff take self-paced courses on leadership, sustainability, and tech skills.

• Result: 80% of employees say it improves confidence in their roles.

How to Implement Netflix-Style Learning in Your Business

1. Start Small: Pilot a microlearning module (e.g., "3-minute wine service basics").

2. Leverage Existing Platforms: Use LinkedIn Learning or a custom LMS—no need to build from scratch.

3. Make it Mobile-First: Ensure content works on smartphones (where employees already spend time).

4. Encourage Social Learning: Let staff share tips via internal chat (e.g., Slack or WhatsApp groups).

5. Track & Adapt: Use analytics to see which courses are most popular and improve weak spots.

The Future: What’s Next?

• AI-Powered Personalization: Imagine a system that suggests training based on an employee’s past mistakes (e.g., "You struggled with upselling—watch this 4-minute tutorial").

• Voice-Activated Learning: "Hey Alexa, how do I handle a food allergy request?"

• Augmented Reality (AR) Job Aids: Scanning a QR code to pull up a housekeeping checklist overlay.

Conclusion

Hospitality training is no longer about rigid schedules and binders—it’s about instant, engaging, and relevant learning. By adopting Netflix-style on-demand training, businesses can:
✔ Reduce onboarding time
✔ Improve guest satisfaction (better-trained staff = happier customers)
✔ Boost employee retention (studies show accessible training increases job satisfaction).

Your turn: Have you tried on-demand training in your hotel or restaurant? What worked (or didn’t)? Share your thoughts below!

Where Learning Lives: Mentorship, Meaning, and the Magic of Experience by Sharin Joseph, Commercial Director, Conrad Bengaluru

In an era of digital acceleration and AI-powered training modules, the hospitality industry and indeed most service-oriented sectors, faces a pivotal question: can technology truly replicate the impact of human connection when it comes to professional development? While platforms and tools offer efficiency and scale, the most transformative learning still happens through real people, real experiences, and real conversations.

From the front desk to the boardroom, the heartbeat of hospitality is human. Training models that prioritize mentorship, experiential learning, and soft skills do more than shape competent professionals, they shape leaders who understand nuance, empathy, and authenticity.

Mentorship: More Than Just Career Advice

Some of the most enduring lessons in a professional journey come not from formal training, but from real-world interactions with those who have faced similar situations. Mentorship adds dimension to learning offering practical insights, perspective, and encouragement in moments where theory alone may fall short. Whether it is managing a difficult guest interaction or building confidence in leadership, the presence of a mentor can be transformative. Many industries have long valued mentorship as a way to foster continuous learning and create a culture of mutual support. In hospitality especially, senior professionals often credit their early growth to mentors who helped shape not just their careers, but also their mindset. More than just guidance, mentorship is a commitment to people, it enables growth, builds resilience, and reminds us that success is rarely achieved in isolation.

Experiential Learning: Because Theory Only Gets You So Far

Experiential learning bridges the gap between knowing and doing. In hospitality, where service is both an art and a science, the ability to think on one’s feet, read a room, or navigate the unexpected often stems from lived experience and not just academic instruction. This is why hands-on exposure has become integral to many hospitality learning journeys, where students rotate across real service environments that challenge their judgment, empathy, and resilience. Beyond the industry, there is a growing recognition that immersive learning builds confidence and capability in ways that traditional methods often cannot. When individuals are encouraged to participate actively rather than observe passively, learning becomes instinctive, embedded, relevant, and ultimately, transformative.

Soft Skills: The Underrated Superpower

Technical expertise may open doors, but it is often soft skills that shape how far one goes. In hospitality and beyond, the ability to communicate with clarity, lead with empathy, and adapt to evolving situations is what sets enduring professionals apart. Yet, these qualities are frequently viewed as supplementary rather than essential. As roles grow more complex and team structures more fluid, organisations are beginning to reframe soft skills as core capabilities. Whether it be through informal coaching, cross- generational learning, or creating space for emotional intelligence to be exercised on the floor. The message is clear; people do not just need to know what to do, they need to know how to do it with grace, clarity, and context.

Ultimately, what ties these pillars together is the understanding that professional development is, at its core, a human experience that thrives on connection, trust, and lived insight. As automation and digital transformation continue to redefine workplaces, the value of people-driven learning remains vital. While digital tools can enhance training, they cannot replicate the depth of human-led development. Mentorship, experiential exposure, and the refinement of soft skills such as communication, empathy, and adaptability contribute not only to stronger performance but also to greater workplace cohesion and personal growth.

These competencies are best nurtured through shared experience, thoughtful guidance, and meaningful professional relationships. In this context, learning becomes more than the transfer of knowledge; it becomes a process of collaboration, introspection, and continuous evolution.

The human touch in training – Mentorship, experiential learning & soft skills by Monika Gupta, Director of Talent and Culture, Grand Mercure Mysore and ibis Styles Mysuru

The human touch in training is especially relevant in this dynamic world of artificial intelligence aids and online training courses making it crucial to employ human interaction in career development. Although technology provides enormity and efficiency, it cannot substitute the subtle direction, empathy, and individual development that results from human interaction. At Grand Mercure Mysore and ibis Styles Mysuru, we believe that training with mentorship, and soft-skill development and learning that is experiential helps to develop essential qualities such as adaptability, creativity, and authenticity for success in a contemporary workplace.

Mentorship: Personal Direction for Development

Mentorship is more than simply imparting knowledge or technical competence. At its heart, the goal is to establish natural, trust-based connections that support professional growth, as well as personal development. Good mentors inspire as well as instruct to promote trust and respect. Mentors may help mentees to design their own growth paths and career paths by learning each person’s particular ambitions, problems, and strengths.

Mentorship helps to create a culture of honesty, courtesy, and empowerment in business or service-oriented settings. People who feel seen and encouraged are more likely to develop into confident, goal-oriented professionals who serve with both ability and spirit.

Experiential Learning: Learning by Doing

Real learning takes place not just through webinars or in classrooms but in the course of genuine labor. Having experiential learning enables people to gather knowledge through reflecting, taking action, and receiving feedback. Sharing our own experiences, setbacks, and knowledge as mentors helps to make the professional paths relatable and relevant for those we impart our knowledge and guidance upon.

Experiential learning in a supportive atmosphere sets the scene for trial and error. This helps to develop resilience, analytical thinking, and self-awareness in addition to practical abilities. It transforms understanding into wisdom.

Soft Competencies: The Foundation of Professional Achievement

While technical ability may help to secure your employment, it is your soft capabilities that allow you to prosper. In modern interconnected workplace settings, one needs communication, empathy, adaptability, emotional intelligence, cooperation and teamwork.

These abilities are best grown throughout life experience, introspection, and organic interactions with individuals.

Building high-performing teams also depends on soft skills. They help to lower friction, foster cooperation, and establish surroundings where people feel free to grow and provide ideas. Since they offer the surroundings and consistency for soft skill development to take hold, mentoring partnerships are critical in developing these talents.

It is indeed vital that the human element is not discretionary in a society controlled by artificial intelligence-driven instruction and virtual tools. One grows by connection, not only by information.

Through genuine mentorship, practical experiences, and emotional intelligence, professionals have the circumstances not just to succeed but to blossom as individuals and teammates. It’s a philosophy that resonates strongly with Grand Mercure Mysore and Ibis Styles Mysuru. As leaders, teachers, and mentors, then, it is our duty to give first priority and preserve these human qualities in our coaching, assistance, and empowerment of others.

The Human Touch In Training by Purnima Kumari, Courtyard by Marriott Pune Chakan

In the hospitality industry, the human touch plays a pivotal role in shaping the training and development of employees. As an HR, I strongly believe that effective training goes beyond just theory and technical knowledge. True success comes from mentorship, experiential learning, and the development of soft skills. These elements are what transform employees into exceptional professionals who can deliver memorable experiences for our guests.

Mentorship is one of the most impactful aspects of training. It fosters a sense of connection and trust between employees and experienced professionals. A mentor serves as a guide, offering support, advice, and insights gained from their own experiences. By pairing new employees with mentors, we help them integrate into the culture and values of the organization. This relationship not only enhances their technical skills but also boosts their confidence in handling real-world challenges. Mentorship builds a network of support that encourages continuous learning and personal growth, creating a strong foundation for long-term success.

Experiential learning is another crucial element in our training approach. The hospitality industry thrives on real-time interaction with guests, which makes hands-on learning far more effective than theoretical lessons. We provide our employees with immersive, on-the-job experiences, such as shadowing experienced colleagues, participating in role-playing exercises, and engaging in live operational situations. These experiences allow employees to apply what they’ve learned in a practical setting, sharpening their problem-solving skills and ability to adapt to ever-changing scenarios. By learning through experience, employees develop a deeper understanding of their role and are better equipped to handle challenges with confidence and efficiency.

Finally, soft skills are at the heart of creating exceptional guest experiences. Skills like communication, emotional intelligence, conflict resolution, and empathy are essential for understanding and meeting guest needs. These qualities are not easily taught through formal training, but instead are nurtured through consistent practice and mentoring. We place a strong emphasis on emotional intelligence and communication in our training programs, ensuring that employees are not only skilled in their tasks but also capable of connecting with guests on a personal level. Strong soft skills help employees navigate difficult situations with tact and create positive, lasting impressions.

In conclusion, the human touch in training—through mentorship, experiential learning, and a focus on soft skills—is essential in developing employees who can provide exceptional service and contribute to the success of the organization. By investing in these elements, we cultivate a team of skilled, compassionate professionals dedicated to delivering high-quality service and creating memorable experiences for every guest.

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The Future of Hospitality is Personal By Dr. Rocky Kalra, VP Operations, The LaLiT Suri Hospitality Group

The hospitality industry since long has always made innovations in making guests feel at home, but today, it’s about knowing them even before they arrive. The future of the industry is rooted in personalization and ensuring that every aspect of service is not just exceptional but deeply intuitive.

Efficient Luxury

Today, guests are inclined towards unique experiences rather than just an ordinary stay. Reimagining the definition of guest satisfaction, personalization now includes curation of dining options and room settings including the temperature, lighting, and even bedspreads. At The LaLiT Suri Hospitality Group, we make it a point to understand guest history to anticipate needs and tailor their stays.

From our extensive experience, we have learnt that technology needs to be efficient and up-to-date but also seamlessly integrates within the hospitality style of a brand. Enhancing guest convenience with voice-enabled assistants, mobile check-ins, and smart room controls are great but at the core of it, the human element of hospitality must remain strong.

It is imperative that we don’t forget that emotionally intelligent and trained workforce can never be replaced by machines, and that indicates how well a brand can personalize customer experience. At the heart of hospitality is familiarity and warmth: the doorman who remembers your name, the chef who recalls your favourite dish. It is about people serving customers to accommodate their preferences.

The new era of customer loyalty programs is also shifting from using rewards for discounts towards offering experience-based services. And brands must cater to this sentiment in order to preserve their loyal database. Rather than simply gaining points, travellers are seeking offerings that are unique to them such as private tours, specialized spa services, and even curated dining services.

Mindful Comfort

Sustainability is another key to personalization. With global travel on the rise, customers are familiar with great sustainable practices. They also expect the same when they travel in India. Brands who are integrating good green practices will stay ahead of the curve and attract this segment of travellers who enjoy value-based options including local products and ethical business amenities.

Additionally, health and safety has been a key consideration when travellers are looking at hospitality brands. From personalized fitness routines to nutritious, tailor-made meals and mindfulness programs, hotels and resorts are catering to the well-being of guests beyond their stay. This ethos goes beyond services to include letting guests become part of the destination. Authentic local experiences, from heritage walks to regional culinary explorations, creates a powerful connection with their stay.

At The LaLiT Suri Hospitality Group, we work with the belief that personalization is the present and future of luxury hospitality. By integrating intuitive service, thoughtful technology, and cultural authenticity across our hotels, we create not just outstanding stays but meaningful memories for all our guests. Because in the end, the most luxurious experience is one that feels uniquely yours.

From Tradition to Transformation: Evolving Hospitality Training in Tier-2 India by Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels

Tech-Driven Learning, Built for Scale

Sayaji Hotels has thrived in tier-2 cities for nearly three decades. With a legacy rooted in the heartlands of India, we’ve built our brand on understanding the nuances, challenges, and untapped potential of these markets. As we continue to expand in high-growth tier-2 cities and further, we are reimagining what hospitality training should look like, to us it should be future-ready, scalable, and deeply connected to people.

We are actively planning to roll out WhatsApp-integrated learning flows, video micro- lessons, and LMS tools that adapt to each associate’s pace and performance. Additionally, AI-powered voice assistants in regional languages are being explored to support frontline teams with quick, on-the-job learning in real time.

Gamification That Makes Learning Stick

Engagement in hospitality training doesn’t mean turning learning into a game, it means making everyday performance feel seen, valued, and worth striving for. At Sayaji, we’re exploring practical reward-linked training models, such as:

 Instant recognition for completing key training milestones
 Simple scorecards or service feedback tie-ins that highlight team members who consistently apply their learnings
 Peer-nominated appreciation for handling real guest scenarios with excellence

These small but impactful nudges create a culture where learning translates directly into better performance and where performance, in turn, earns visible appreciation.

Microlearning for Macro Impact

In tier-2 cities, hospitality teams are dynamic, often multitasking across roles with agility and dedication. This makes concise, focused training not just practical—but essential. It accelerates their growth, sharpens their skillsets, and prepares them for larger responsibilities and leadership roles. Microlearning is the way: short, focused lessons in 5–7-minute formats.

We plan to launch bite-sized, mobile-first modules covering key topics such as guest check- in etiquette, complaint handling, and F&B service hacks which can stay all accessible on-the- go.

Preserving the Human Touch

While tech will help us scale and optimize training, mentorship and experiential learning will remain irreplaceable. At Sayaji, we aim to pair new recruits with senior team members for peer learning and shadow sessions. Emotional intelligence, empathy, and intuition, these are the skills that no app can teach and will continue to be embedded into our service culture through real-world interactions.

We also plan to incorporate regional storytelling, examples from local cultures and guest preferences to make the training feel contextual and personal.

“Tech may teach you the ‘how,’ but it’s people who teach you the ‘why.’ At Sayaji, we ensure both are part of every learning journey.” Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels

The Road Ahead: A Hybrid Model for Bharat

The future of hospitality training, especially in emerging markets like tier-2 India, is undoubtedly hybrid. It’s not just about digitizing content, it’s about creating adaptive, localized, and emotionally intelligent training ecosystems. As we grow into newer cities and build the next generation of hospitality professionals, we believe the best training will lie at the intersection of innovation and empathy.

Sakshi Sarmandal - Director of Talent and Culture, Machan Resorts, on Tech-Driven Training

At The Machan, AI enhances sales, marketing, and CRM across various aspects. AI-driven lead scoring, predictive analytics, and chatbots optimize bookings and guest engagement, while personalized marketing and social media insights refine promotional strategies. A robust AI-powered CRM tracks guest preferences, automates loyalty programs, and analyzes feedback for continuous improvement.

Staff training benefits from AI chatbots, speech recognition, e-learning modules on sustainability, and VR simulations for real-world scenarios. These AI integrations elevate guest experiences, streamline operations, and reinforce The Machan’s eco-luxury positioning.

Gamification & Engagement

We create immersive guest experiences through interactive contests and quizzes while encouraging them to share their special moments on social media with property reels and pictures. To support sustainability, we offer incentives for reusing towels, linens, and participating in other eco-friendly initiatives.

Micro-Learning

Our micro-learning approach delivers quick, relevant, and engaging content tailored to key operational areas such as guest service, safety protocols, and hotel procedures. Employees benefit from short videos, infographics, and interactive formats that make learning accessible and effective.

Human touch in training

We design tailored training programs to boost employee confidence, enhance efficiency, and elevate service quality. With customized guidance, employees develop strong problem-solving skills and effective communication, fostering meaningful guest interactions and exceptional hospitality.

Pioneering Hyper-Personalization at Crowne Plaza Greater Noida

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

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

AI-Driven Personalization: Enhancing Every Guest Interaction

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

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

Data Science: Anticipating Guest Needs

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

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

Operational Excellence in Personalization

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

Local Curated Experiences: Connecting Guests to Greater Noida

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

Personalized In-Room Amenities: Every Detail Crafted for You

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

Enhancing Loyalty with IHG One Rewards

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

Innovating Through Technology, Delivering Through Service

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The Case for Technology: Speed, Efficiency, and Personalization

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

1. AI-Powered Personalization

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

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

2. Smart Rooms & Contactless Convenience

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

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

3. Data-Driven Insights for Hyper-Personalization

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

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

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

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

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

1. Emotional Intelligence in Service

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

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

2. Spontaneous Personalization & Surprise Moments

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

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

3. The Importance of Trust & Cultural Sensitivity

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

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

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

Finding the Right Balance: Where Tech and Human Service Meet

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

• Automation for efficiency, humans for emotional connection.

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

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

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

• Tech as an enhancer, not a barrier.

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

Conclusion: The Future of Personalized Hospitality

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

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

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

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

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

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

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

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

3) Streamline guest communication into a single, responsive platform

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

Our personalization strategies include:

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

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

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

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

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

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

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

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

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

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

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

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

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

Monday Hotels – We Value You!