Business of Experience Perspective – Biplab Roy, F&B Manager, Planet Hollywood Thane
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Q: How much of an experience is about what happens and how much is about how the guest feels? At Planet Hollywood Thane, we believe an experience is defined not only by what happens, but by how it makes you feel. Every detail is thoughtfully considered to create a sense of ease, occasion and belonging. Whether it is a private celebration, a business gathering, a family occasion or a leisurely escape, our role is to make every moment feel distinctive and memorable—leaving our guests with an experience they remember long after they leave.
Q: What will guests expect from hospitality experiences five years from now that they don't necessarily expect today? Guests will increasingly seek more than a place to stay; they will seek a sense of lifestyle, connection and discovery. Hospitality will become more fluid, bringing together exceptional dining, entertainment, social experiences, celebrations and leisure under one roof. At Planet Hollywood Thane, we see the future as creating destinations where every visit offers something worth experiencing, whether it is an intimate evening, a significant celebration, a business occasion or simply time well spent.
Q: Where should technology disappear completely from the guest experience? Technology should be almost invisible where it matters most. It should make the experience more seamless and intuitive, without ever coming between the guest and the moment. At the heart of hospitality will always be genuine human interaction, thoughtful service, exceptional dining and an atmosphere that cannot be replicated by a screen.
Q: How do you create experiences that feel unique to a destination rather than transferable from one hotel to another? We believe a destination should have its own character and hospitality should reflect it. At Planet Hollywood Thane, we bring our guests and the local community together through experiences that celebrate the spirit, culture and social fabric of Thane. From traditional cake-mixing and Christmas carols to Holi, Halloween and New Year celebrations, alongside curated experiences such as our Fisherman’s Table and Seafood Festival, each occasion is thoughtfully shaped to feel relevant to its surroundings. It is this sense of place that makes an experience distinctly Planet Hollywood Thane.
Q: Should guests pay separately for experiences, or should they be built into the overall proposition? The experience should always feel complete in itself, with thoughtful touches that make a stay or visit memorable without every element carrying an additional cost. At the same time, guests should have the freedom to elevate their experience through exceptional dining, private celebrations and bespoke offerings. Our Viiking Club Exclusive membership extends this philosophy, giving members privileged access and exclusive benefits across stays, dining and experiences—creating a more rewarding relationship with the hotel and its lifestyle.
Q: What is one mistake hospitality businesses make when trying too hard to 'design' an experience? The biggest mistake is trying to make every moment extraordinary. When an experience becomes overly scripted or deliberately orchestrated, it can lose the spontaneity and authenticity that make hospitality truly special. At Planet Hollywood Thane, we believe the role of hospitality is not to dictate how a moment should unfold, but to create the right setting for memorable moments to happen naturally. Sometimes, the most lasting memories are the ones that were never planned.
