Business of Experience Perspective – Sandeep Kale- GM- Sapphero Resort Shirdi – Development & Pre-opening

Q: How much of an experience is about what happens and how much is about how the guest feels? At Sapphero Resorts Shirdi, we focus on creating a sense of comfort, peace and convenience. From our lush, resort-style surroundings, lavish swimming pool and spacious accommodation to scrumptious meals, well-equipped banquet spaces and complimentary shuttle service to the Sai Baba Temple, every touchpoint is designed to make the guest’s stay relaxed and meaningful. Whether guests are visiting for a spiritual getaway, a family celebration or a grand event, our aim is to ensure they feel comfortable, cared for and connected to their Shirdi experience.

Q: What will guests expect from hospitality experiences five years from now that they don't necessarily expect today? Guests will increasingly expect hospitality to be more personalised, seamless and meaningful. They will want hotels to understand their preferences without making the experience feel intrusive. At the same time, there will be greater demand for experiences that connect guests with the destination and local culture.

Q: Where should technology disappear completely from the guest experience? Guests should not feel that they are constantly interacting with screens or systems when they are looking for hospitality. At Sapphero Resorts Shirdi, technology should support convenience in the background while the guest remains focused on enjoying the stay and their spiritual journey.

Q: How do you create experiences that feel unique to a destination rather than transferable from one hotel to another? The key is to build the experience around the destination rather than simply the hotel. Shirdi is a spiritual destination, and that naturally shapes the experience at Sapphero Resorts. Our location, approximately 2 km from the Shri Sai Baba Temple, along with our complimentary shuttle service, makes the temple visit convenient while allowing guests to return to a peaceful resort environment with lush green gardens and recreational spaces. Our experience is therefore a combination of Shirdi's spiritual significance and the comfort and tranquillity of a resort stay. That connection makes the experience difficult to replicate elsewhere.

Q: Should guests pay separately for experiences, or should they be built into the overall proposition? The core experience should always feel complete and valuable without guests feeling that every memorable moment comes with an additional charge. At the same time, premium dining, celebrations, customised experiences and special event requirements can be offered as optional enhancements for guests looking for something extra.

Q: What is one mistake hospitality businesses make when trying too hard to 'design' an experience? The biggest mistake is over-designing the experience and leaving no room for discovery. Hospitality should create the conditions for memorable moments to happen naturally, rather than scripting every detail. True guest satisfaction often comes from the unexpected—those thoughtful gestures and spontaneous experiences that make a stay unforgettable.