Business of Experience Perspective – Biplab Roy, F&B Manager, Planet Hollywood Thane

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.

Rashi Morbia Kumar on the Business of Experience: Why Authenticity Matters in Hospitality

1. How do you give frontline teams enough autonomy to create memorable moments without compromising operational standards?

For me, it's about trusting people. You can train someone on service standards, but you can't script genuine hospitality. The basics should always be consistent, but beyond that, I want my team to have the freedom to be themselves, read the room, and create those little moments that make a guest feel seen. Systems keep the business running, but it's the human instinct behind them that people remember.

2. How much of an experience is about what happens, and how much is about how the guest feels?

I genuinely believe people don't come back for the food or the cocktails alone. They come back because of how a place made them feel. You might not remember every dish or drink, but you'll remember the conversation you had, how comfortable you felt, or how welcomed you were. For me, that's what hospitality is really about, creating a feeling people want to return to.

3. Can AI create meaningful personalisation, or will the most memorable moments always require human intuition?

AI can definitely help us understand our guests better and personalise certain parts of their experience, but I don't think it can ever replace human intuition. Some of the most meaningful moments are incredibly simple, remembering someone's usual order, noticing they're having a difficult day, celebrating a special occasion without being asked, or knowing when they'd rather be left alone. Those aren't things that come from data, they come from genuinely paying attention. And I think that's something only people can do.

4. What is the difference between an experience that creates value for the guest and one that simply creates cost for the operator?

Some of the most memorable moments are surprisingly simple: a thoughtful gesture, a conversation, a well curated event, or just a space where people feel comfortable enough to stay longer than they planned. If people leave feeling something, you've created value. If you're spending money on things they don't notice or connect with, then it's just a cost.

5. What is one trend in experiential hospitality that you think is overhyped?

I think experiences designed purely to go viral are one of the most overhyped trends in hospitality today. Don't get me wrong, aesthetics matter, and social media is an incredibly powerful tool, but not everything that goes viral stays. The obsession with chasing virality has become so intense that a lot of brands are starting to lose their authenticity. Everyone is trying to outdo each other, create the next big Instagram moment, and somewhere along the way, they lose their own identity and essence. I've seen it happen, and I honestly find it a little sad.

For me, the goal has never been to create something people visit once because they saw it online. I'd much rather create a place people keep coming back to, trends come and go, but genuine experiences have a much longer life.

6. Where do you begin when designing a guest experience, with the guest, the destination, the story, or the business objective?

I think it starts with staying true to what you genuinely believe in. When something is created just to follow trends or impress people, it eventually shows. Guests can sense when a place lacks authenticity or meaning. For me, the energy of a space matters more than anything else. If that feels honest and intentional, everything else naturally falls into place.

Every guest who walks through the door is different. They have their own expectations, preferences, and reasons for being there. If you try to design an experience around pleasing every individual, you'll end up creating something that stands for nothing. I'd rather build a place with a clear identity and let the right people connect with it. The people who resonate with it will keep coming back, and those are the relationships that last.

7. How do you build a culture where employees actively look for opportunities to create better experiences?

I think people mirror the environment they work in. If you create a culture where kindness, curiosity and genuine hospitality are valued, your team naturally starts looking for ways to make someone's day better. I don't expect perfection, I expect people to care. Some of the best improvements come from the team because they're the ones having real conversations with guests every single day.

8. What are the small details that guests may never consciously notice but that fundamentally change an experience?

I think it's always the little things. The music, the lighting, how quickly someone is acknowledged when they walk in, guests may not consciously notice these details, but they absolutely feel them.

I also love doing small things that don't necessarily get spoken about online. I don't believe every thoughtful gesture needs to become content. We give away little souvenir matchboxes, serve complimentary boozy fruits and jello shots on some weekends, surprise guests with random giveaways, and we're constantly experimenting with new little touches. We rarely post about these things, and I don't expect our guests to either. They're not done for social media, they're done because they make someone's visit a little more memorable. I think those unexpected moments quietly leave a lasting impression, and that's far more valuable than a viral post.

9. Should guests pay separately for experiences, or should they be built into the overall proposition?

I don't believe every experience should have a price tag attached to it. Some are absolutely worth paying for because they offer something special, but I also think generosity has a place in hospitality. Sometimes the most memorable experiences are the unexpected ones that guests weren't charged for and never saw coming. We do both. We create curated experiences that people choose to pay for, but we also believe in adding little moments of delight just because we can. I think that balance makes a place feel less transactional and a lot more genuine.

10. How do you create experiences that feel unique to a destination rather than transferable from one hotel to another?

I think every destination already has a story, you don't need to force one onto it. The best experiences come from understanding the people, the culture and the energy of a place, while still staying true to your own identity. The Nook wouldn't be The Nook without Bandra, and it also wouldn't be The Nook if we tried to be everything to everyone. I think that's what makes a place feel authentic. It belongs where it is, and people can feel that the moment they walk in.

11. What will guests expect from hospitality experiences five years from now that they don't necessarily expect today?

I actually think people are going to crave authenticity more than anything else. We've reached a point where almost every place looks beautiful online, and with AI becoming more common, it'll become even easier to create polished, curated experiences. What will be harder to replicate is genuine human connection and a place with real character. I think guests will become much better at sensing what's authentic and what's been manufactured purely to attract attention.

Five years from now, I don't think people will just be looking for great food or beautiful interiors. They'll be looking for places that have a point of view, where they feel recognised, comfortable and genuinely connected.

12. What separates a good hospitality experience from a truly memorable one?

I think what separates a good experience from a truly memorable one is the energy of the space. And that energy can only come from authenticity. It comes from staying true to your vision, believing in what you're building, and not constantly changing your identity just to attract more people. Guests can feel when a place is genuine, and they can also feel when it's trying too hard.

Right now, there's a huge obsession with chasing trends, creating waiting lists, and doing whatever it takes to go viral. But I don't think that's what creates longevity. If you're constantly changing your voice just to pull in a crowd, eventually you lose the very thing that made your place special. I'd rather build something with a clear identity that resonates deeply with the right people than something that appeals to everyone for a few months. Trends fade, but authenticity has a much longer life.

Beyond the Brew: How Café Design Is Becoming Part of the Experience

Café culture has changed quite a bit over the years. A café is no longer just about good coffee, food, and a place to sit for a while. Today, the space itself has become part of the experience. People are drawn to places that have a certain character, tell a story, and make them want to stay a little longer. This has made design an increasingly important part of how cafés build their identity and connect with their guests.

For Jacob’s Brew House, this idea became especially relevant while creating its first outlet in Jaipur. With the city’s café culture growing rapidly, the team wanted to create a space that felt distinct rather than follow the familiar café formats centred around greenery, open spaces, and comfort. The intention was to build a café with a clear story, one where the architecture, interiors, food, and coffee could all come together as one experience.

The result was a vintage garage space turned into a café, designed by architect and designer Kanika Gupta Wahi, Founder of House of Kian. The concept was built around creating a space that went beyond aesthetics and had a narrative of its own. Inspired by Sir Samuel Swinton Jacob’s architectural legacy, Jacob’s Brew House brings together heritage references with industrial textures and contemporary details.

The exterior sets the tone with a rustic, industrial façade, cotton-textured elements, and an 18-foot chimney. Inside, the experience changes into something warmer and more inviting, with brick, cement, and wood combined with refined finishes and British retro-inspired colours from the 1980s. The contrast between the two spaces is intentional, giving the café a sense of discovery as you move through it.

That sense of discovery continues through the smaller details. A freezer-inspired door, playfully called the “peezer,” adds an unexpected touch, while the private dining rooms draw from vintage recording studios and old workspaces, complete with typewriters and nostalgic artefacts. The vintage elements are functional and thoughtfully reinterpreted, making them part of the café’s story rather than simply decorative pieces.

The design is also closely connected to the larger experience at Jacob’s Brew House. Its specialty coffee programme, globally inspired food, and plans for tastings, workshops, and creative collaborations are all intended to bring people together.

For Jacob’s Brew House, the idea is simple: a café should give people more than something to eat or drink. It should give them a space they enjoy being in, a story they can discover, and an experience they remember even after the last cup is finished.

Technology, Personalisation, and the Future of Menus Jaydeep Vithlani, Area Head, Lords Hotels & Resorts

The modern menu is evolving from a simple list of dishes into an interactive tool that enhances the guest dining experience. As technology reshapes hospitality, restaurants are embracing digital menus, QR-based ordering, AI-powered recommendations, and real-time updates to offer greater convenience and personalisation. Innovation is also redefining the way menus are designed and presented, with restaurants experimenting with interactive formats, digital storytelling, immersive visuals, and smart recommendations that go beyond traditional listings.

At Lords Hotels & Resorts, innovation is thoughtfully blended with a diverse culinary portfolio designed to suit varied guest preferences and dining occasions. Our signature Blue Coriander serves as an all-day multi-cuisine restaurant, offering an extensive selection of Indian and international delicacies in a contemporary setting. Manorath Pure Veg Restaurant is specially curated for our hotels in religious and pilgrimage destinations, providing wholesome vegetarian cuisine rooted in traditional flavours. The Lime Tree offers an elevated rooftop dining experience with scenic views and a relaxed ambience, while Distil – The Bar Lounge presents a stylish space for premium beverages, cocktails, and social gatherings. Adding a distinctive regional touch, we recently introduced Kali Mirch at our Muduba- Shivamogga resort, where the cuisine draws inspiration from the estate’s pepper plantations, celebrating the rich aroma and flavours of locally grown pepper through specially crafted dishes. Together, these dining concepts reflect our commitment to authentic flavours, culinary creativity, and memorable hospitality experiences.

Commenting on the future of restaurant dining, Jaydeep Vithlani, Area Head, Lords Hotels & Resorts, said:

"Technology enables us to better understand our guests and deliver experiences that are more relevant, personalised, and efficient. AI-powered recommendations, smart digital menus, and data-driven insights help us enhance every stage of the dining journey while improving operational excellence. At Lords Hotels & Resorts, we believe technology should support our people, allowing them to focus on what matters most—serving exceptional food with genuine warmth and hospitality."

 As digital innovation continues to influence the hospitality sector, restaurants are finding new ways to combine intelligent technology with authentic guest service. AI-powered personalisation, smart kitchens, predictive analytics, and interactive dining solutions are helping create experiences that are more intuitive and memorable. By embracing these advancements while remaining committed to quality, service, and culinary excellence, Lords Hotels & Resorts continues to shape dining experiences that are both contemporary and deeply rooted in hospitality.

Cooking is a dialogue: cuisine as a universal language By Karine Hyon Vintrou – Managing Director, École Ducasse

Cuisine is often described as codified. This reflects a historical reality: culinary practices have been formalised over time, shaped by figures such as Auguste Escoffier, who helped organise and structure a shared body of techniques and repertoires.

In many ways, this codification functions much like that of a language. Cuisine draws on a vocabulary (ingredients), a grammar (techniques), and a form of syntax (the way flavours are composed and arranged). Like any language, it only takes on meaning through use, interpretation and context.

Yet cuisine, like language, is never limited to its rules. Above all, it enables communication. And it is precisely this role that is becoming increasingly central: cuisine no longer merely expresses identity, it brings together influences, practices and individuals from different worlds.

A language shaped by movement

No language develops in isolation, and the same holds true for cuisine. Culinary traditions have always evolved through borrowing, adaptation and exchange. The story of the tomato, introduced to Europe in the 16th century through transatlantic trade, reminds us that what we consider “typical” is often the result of centuries of integration.

What sets today’s context apart is the intensity of these exchanges. Ingredients, techniques and ideas now circulate at unprecedented speed, turning cuisine into a true space for dialogue.

A shared foundation

This dynamic is reflected in professional trajectories. In hospitality, international mobility has grown significantly.

Professional kitchens now bring together individuals trained across very different cultural landscapes. Each arrives with their own references, habits and, in a sense, culinary “accents”.

And yet, despite this diversity, collective work remains possible. Why? Because beyond spoken languages, there is a shared foundation: a common culinary logic. In this sense, cuisine operates as a universal language, structured enough to create understanding, yet flexible enough to welcome variation.

A context that reinforces its role as a language

Recent developments have only strengthened this dimension. The digital dissemination of culinary knowledge has transformed how skills are transmitted: techniques, recipes and presentation styles now spread almost instantly across the world.

At the same time, environmental constraints and sourcing challenges are reintroducing the need for local adaptation. Chefs must work with what is available, while still drawing inspiration from global references.

This tension reinforces cuisine’s role as a language: a system capable of translating diverse influences into specific contexts, rather than simply reproducing them.

Teaching how to speak, not just how to execute

In this environment, training chefs goes far beyond teaching technique. It means enabling them to “speak” this language in all its complexity: to understand its foundations, but also its nuances, its variations and its cultural subtleties.

This requires exposure to diversity, the development of interpretation skills, and the ability to combine different influences while maintaining coherence.

Training chefs today means shaping professionals who can engage in dialogue, who can understand, respond and create with others.

A language that reconnects

In a fragmented world, cuisine remains one of the rare spaces where mutual understanding is still possible. This mediating role is far from insignificant: history shows that many diplomatic moments have unfolded around a shared meal, where conversation takes on a different tone, often more open and more human.

The table encourages listening. It creates a setting in which disagreements can be approached differently, and where distance can be reduced. In this sense, cuisine becomes a language of openness, one that requires curiosity, an acceptance of difference, and the ability to turn it into connection rather than division.

From this perspective, cooking is not simply about production. It is about taking part in a wider conversation.

A language is only as meaningful as those who share it. Cuisine is no exception.

How Rooftop Dining is Evolving with Changing Guest Preferences

Discover Fame Garden at Planet Hollywood Thane, where rooftop dining transcends food, offering stunning views, ambiance, and unforgettable experiences.

At Fame Garden, the rooftop dining destination at Planet Hollywood Thane, guest expectations have evolved significantly in recent years. Dining today extends far beyond food and beverages; it is increasingly driven by ambience, design, comfort, scenic city views and the desire for memorable experiences that create a lasting impression.

The growing popularity of rooftop dining reflects a broader shift towards experiential dining, where the setting plays an equally important role as the menu itself. Guests are seeking open-air spaces that offer a sense of exclusivity and escape from the pace of urban life, while providing the perfect backdrop for social gatherings, celebrations and meaningful connections.

Alongside this trend, there is rising interest in sustainable dining practices, mindful consumption and authentic culinary experiences. Modern diners are placing greater value on quality, craftsmanship and concepts that align with contemporary lifestyle preferences. At Fame Garden, this evolution is reflected through thoughtfully curated food and beverage offerings, with craft cocktails, premium beverages and innovative pairings designed to complement the cuisine and elevate the overall guest experience.

As guest preferences continue to evolve, rooftop destinations are increasingly becoming lifestyle-led dining spaces where atmosphere, hospitality and culinary excellence come together to create distinctive and memorable moments.

Drāvida Debuts in New York's East Village with a Fresh Take on Indian and South Asian Diaspora Cuisine

Chef Aarthi Sampath's first restaurant brings deeply rooted, global dishes to a New York dining context

Mumbai/New York, 2026: Drāvida, a chef-driven restaurant disrupting traditional Indian dining and offering an intimate, transportive experience rooted in South Asian diaspora culture and craft, has opened its doors in Manhattan's East Village. The concept, from acclaimed chef, television personality, and culinary entrepreneur Aarthi Sampath, is an intimate journey through the South Asian diaspora. Influenced by the cuisines of India, Sri Lanka, Pakistan, Nepal, Trinidad, Guyana, and beyond, Drāvida is personal and rooted in tradition, celebrating authenticity and diversity.

"I wrote the concept for Drāvida in 2019, and now, the vision is coming to life. This restaurant is for New Yorkers who haven't seen their food represented - for the communities that built this city and whose cuisines haven't always had a place at the table," said Chef Aarthi Sampath. "My 13 years of experience as a New York chef have shaped everything about this space. The city is direct, demanding, and honest, and so is the food. I want people to walk in and feel like they belong here - to feel at home in a place that reflects where they come from and where they are."

Located at 211 1st Avenue, Drāvida reflects the movement of South Asian flavours across regions and generations. The menu focuses on bold, high-quality cooking, featuring dishes more commonly found in homes than restaurants, adapted for a broader New York audience. Born of love and deep-rooted inspiration from global cuisines, Drāvida is designed to deliver an immersive and personal culinary experience, where each dish reflects heritage and innovation.

The menu features regional sub-cuisines and diaspora influences, including lesser-seen culinary traditions and the impact of South Asian migration across the Caribbean, Africa, and other regions. Highlights include Doubles, a popular Trinidadian street snack; Oxtail Bunny Chow, a South African favourite served in bread; Idli & Shrimp, bringing together South Indian comfort and Indonesian influences; and the Nasi Kandar Feast, a hearty Indo-Malay spread of rice, curries, and accompaniments. 

Complementing the food is a cocktail program that reimagines familiar South Asian flavors in unexpected ways, from the tropical Passionfruit Lassi and the floral, citrus-forward Dravida Highball to the indulgent Orange Cream, inspired by nostalgic dessert flavors. Together, the drinks reflect the same balance of tradition and innovation that defines the cuisine.

Drāvida occupies two floors in a restored 100-year-old building that includes original brick ovens. A 20-seat downstairs speakeasy, Jam and Jaggery, offers a straightforward, welcoming ambiance with a separate bar serving unique cocktails and small plates.

Chef Aarthi's path to opening Drāvida spans more than a decade in the culinary industry. After moving to the U.S. from Mumbai in 2013, she trained in leading kitchens, including Junoon, The Breslin, and the Rainbow Room, before launching her own ventures. She gained national recognition through Food Network—with wins on Chopped and Beat Bobby Flay—and reaches a broad audience through CookUnity, where she sells approximately 50,000 meals weekly across U.S. markets.

Menus as Silent Storytellers in Hospitality-Younis Khan, Hotel Manager- The LaLiT Ashok Bengaluru

A thoughtfully designed menu is much more than a list of dishes it is a silent storyteller that shapes guest expectations, influences dining choices, and enhances the overall hospitality experience. Research in menu engineering suggests that guests often spend less than two minutes reviewing a menu before making a decision, making layout, sequencing, and descriptions as important as the food itself.

Modern hotel menus are increasingly being designed around guest psychology rather than simply showcasing culinary offerings. Strategic placement of signature dishes, balanced menu categories, concise yet evocative descriptions, and locally inspired ingredients all contribute to improving guest satisfaction. Today's diners are also seeking authenticity, wellness, and sustainability, prompting hotels to incorporate regional flavours, seasonal produce, and healthier preparations alongside classic favourites.

At The LaLiT Ashok Bengaluru, menu development is viewed as an evolving process that reflects changing guest preferences while staying rooted in culinary craftsmanship. Guest feedback, dining trends, and consumption patterns play an important role in refining offerings over time. The objective is not to overwhelm guests with endless choices but to curate a menu that is intuitive, memorable, and relevant. Ultimately, an effective menu creates confidence in decision-making and transforms dining from a transactional experience into a meaningful culinary journey.

Spokesperson Quote

"A menu is one of the most powerful touchpoints in a guest's dining journey. Beyond presenting dishes, it reflects a property's culinary philosophy, local identity, and understanding of evolving guest preferences. When menus are designed with both creativity and guest psychology in mind, they naturally elevate the overall dining experience."

Building Brand Identity Through Strategic Menu Planning -Pratik Shinde, General Manager, Lotus Eco Beach Resort, Murud

1. How do you ensure the menu reflects the identity and positioning of your property or brand?

To ensure that the menu reflects the identity and positioning of the property or brand, consider the following strategies:

1. Understand Your Brand Identity: Clearly define your brand's mission, values, and target audience. This understanding will guide the selection of menu items that align with your brand's essence.

2. Incorporate Local and Seasonal Ingredients: Use locally sourced and seasonal ingredients to create dishes that resonate with the regional culture and culinary traditions, reinforcing a sense of place.

3. Curate a Cohesive Theme: Develop a menu that tells a story or follows a specific theme that complements your property's identity. This may include the cuisine type, presentation style, and overall dining experience.

4. Focus on Signature Dishes: Create unique signature dishes that reflect your brand's personality and differentiate your property from competitors. These dishes should embody the core values of your brand.

5. Consider the Guest Experience: Align the menu with the overall guest experience you wish to provide. This includes the atmosphere, service style, and dining format, ensuring that every aspect of the dining experience is consistent with your brand.

6. Regularly Update the Menu: Periodically review and update the menu based on guest feedback, culinary trends, and seasonal changes, while ensuring it remains aligned with your brand identity.

By implementing these strategies, you can create a menu that not only appeals to your target audience but also effectively communicates and reinforces your brand identity.

2. How involved are you in menu decisions — and where do you draw the line between roles?

My involvement in menu decisions aligns with the collaborative process of creating offerings that meet both customer preferences and operational feasibility. I contribute by analyzing market trends, customer feedback, and dietary requirements to inform menu development. However, I recognize that the final decision-making typically rests with the Executive Chef or Corporate Chef, whose culinary expertise and vision ensure that the menu aligns with the restaurant's identity and standards. My role is to provide data-driven insights and strategic support rather than dictate or override culinary decisions.

3. What role does the menu play in driving revenue beyond just food and beverage sales?

The menu plays a crucial role in driving revenue beyond food and beverage sales in several ways:

1. Brand Positioning: A well-crafted menu reflects the restaurant's brand identity, influencing customer perceptions and attracting the target demographic. This alignment can lead to increased customer loyalty and repeat visits.

2. Upselling Opportunities: Thoughtfully designed menus can encourage upselling by highlighting premium items, pairing suggestions, or limited-time offers, significantly enhancing average check sizes.

3. Cost Control and Profitability: A menu that emphasizes high-margin items can improve overall profitability. By strategically pricing and promoting these items, restaurants can optimize their food cost ratios.

4. Seasonal and Limited-Time Offerings: Introducing seasonal dishes or limited-time offerings creates excitement and urgency, encouraging customers to visit more frequently and try new options.

5. Cross-Promotion: Menus can also promote additional revenue streams such as merchandise, catering services, or special events, making them an effective marketing tool.

6. Customer Experience: A well-organized and visually appealing menu enhances the overall dining experience, encouraging longer stays and additional purchases such as beverages, desserts, or add-ons.

7. Data Collection and Analysis: Modern digital menus often provide valuable analytics on customer preferences and purchasing patterns, helping businesses refine menu offerings and execute targeted marketing campaigns.

8. Online Presence: For restaurants offering online ordering or delivery, a compelling digital menu can attract more customers and expand revenue beyond the physical dining space.

4. How do you align menu strategy with broader business goals — occupancy, loyalty, events, or F&B mix?

Aligning menu strategy with broader business goals such as occupancy, loyalty, events, and food and beverage (F&B) mix involves a multifaceted approach:

1. Market Analysis: Conduct a thorough analysis of market trends and customer preferences to identify menu items that can attract more guests and increase occupancy.

2. Target Audience: Understand the demographics and preferences of your key customer segments. Tailoring the menu accordingly helps enhance guest loyalty and encourages repeat visits.

3. Seasonal and Local Ingredients: Incorporate seasonal produce and locally sourced ingredients into the menu. This supports local suppliers while creating opportunities for promotions and seasonal campaigns.

4. Event-Centric Offerings: Develop menu items specifically designed for themed dinners, festive occasions, or seasonal celebrations to drive attendance and occupancy during key periods.

5. F&B Mix Optimization: Evaluate the existing food and beverage mix to identify opportunities for improvement. A balanced selection enhances the guest experience and increases average spend per guest.

6. Feedback Mechanisms: Implement systems to gather guest feedback on menu items. This information helps refine offerings to better meet customer expectations and business objectives.

7. Cross-Promotion: Use the menu to support loyalty programmes and promotional campaigns. For example, offering exclusive menu benefits to loyalty members encourages repeat business.

8. Financial Analysis: Regularly assess the financial performance of menu items, focusing on high-margin dishes that support overall profitability and business goals.

9. Staff Training: Ensure that team members are well-informed about the menu and can confidently recommend items that support occupancy, loyalty, and revenue initiatives.

By integrating these strategies, the menu becomes a powerful tool that not only satisfies guests but also supports the property's broader business objectives.

5. As a leader, what do you look for when evaluating a menu for the first time at a new property?

When evaluating a menu for the first time at a new property, I focus on several key factors:

1. Alignment with the Concept: The menu should reflect the property's overall theme, brand identity, and target audience.

2. Quality of Ingredients: I assess the sourcing and quality of ingredients to ensure they meet our standards for freshness and sustainability, as these directly influence flavour and presentation.

3. Diversity and Balance: A well-rounded menu should offer a variety of options catering to different dietary preferences while maintaining a balanced mix of flavours, textures, and cuisines.

4. Price Point: I evaluate whether the pricing aligns with the expectations of the target market and reflects the value of the dining experience.

5. Seasonality and Local Influence: Incorporating seasonal ingredients and local culinary influences enhances guest appeal and strengthens community engagement.

6. Innovation and Creativity: I look for unique dishes or creative interpretations of classics that differentiate the property from competitors and generate guest interest.

7. Operational Feasibility: The menu should be practical for the kitchen team to execute efficiently, considering available equipment, staff skills, and service timelines.

8. Guest Experience: Ultimately, I assess how the menu contributes to the overall guest experience and whether it complements the property's desired ambiance and service style.

By evaluating these elements carefully, I can determine the menu's potential to strengthen the property's reputation and deliver exceptional guest satisfaction.

6. How do you create a menu that works across different guest segments — leisure, business, local, international?

To create a menu that effectively caters to leisure, business, local, and international guests, I consider the following strategies:

1. Research and Understand Guest Preferences: Conduct surveys, gather feedback, and analyse dining trends to understand the tastes, dietary requirements, and cultural preferences of each guest segment.

2. Diverse Offerings: Develop a menu with a broad range of options. Leisure guests often seek comfort food and memorable dining experiences, while business travellers value quick, healthy meals. Local guests appreciate regional favourites, and international travellers often look for familiar flavours alongside authentic local cuisine.

3. Seasonal and Local Sourcing: Incorporate seasonal ingredients and locally sourced produce to enhance freshness, support local suppliers, and create a strong sense of place.

4. Flexible Menu Design: Offer customisable options, such as build-your-own meals or sharing plates, to accommodate varying dining preferences and occasions.

5. Cultural Sensitivity: Be mindful of cultural differences and dietary practices. Clear menu descriptions and options for vegetarian, halal, kosher, and other dietary preferences help ensure an inclusive dining experience.

6. Balanced Pricing Strategy: Provide a range of price points that cater to different budgets, offering premium selections for business travellers while maintaining accessible options for local guests.

7. Feedback and Continuous Improvement: Regularly collect guest feedback from all customer segments and refine the menu to ensure it remains relevant, appealing, and responsive to changing preferences.

By implementing these strategies, the menu can successfully serve a diverse clientele while enhancing the overall guest experience.

7. What's one menu decision you've made that had a surprisingly significant impact on the business?

One menu decision that had a surprisingly significant impact on the business was the introduction of a seasonal, locally sourced dish. By focusing on fresh, regional ingredients, we enhanced the quality and flavour of our offerings while attracting guests who value sustainability and support local agriculture. This initiative resulted in increased customer engagement and repeat visits, as guests appreciated the unique and regularly changing menu options. It also strengthened our brand image, differentiated us from competitors, and ultimately contributed to higher sales and improved profitability.

The Business of Menus: Why Menus Are Hospitality's Most Powerful Business Tool By Saurab Gahoi, Senior Vice President, Ramee Group of Hotels

In hospitality, menus have long been viewed as a simple list of dishes and prices. Today, however, they have evolved into strategic business tools that shape guest experiences, influence purchasing behaviour, and drive profitability. A well-crafted menu does much more than showcase offerings; it tells a brand's story, guides consumer choices, and directly impacts revenue.

Menu as a Business Tool

Menus sit at the intersection of commerce and experience. Every element, from item placement to descriptions and pricing, plays a role in influencing guest decisions. In many ways, a menu is a silent salesperson. It communicates the brand's personality, reflects culinary philosophy, and determines how guests perceive value. For hospitality brands, menus are no longer operational documents; they are strategic assets that shape both guest satisfaction and business performance.

The Science Behind Menu Design

Menu engineering is rooted in psychology. Research shows that guests' eyes naturally gravitate toward certain sections of a menu, making placement a critical factor in driving sales. Restaurants strategically position high-margin dishes in prime locations to increase visibility and purchase likelihood.

Descriptions matter too. Guests are more likely to order dishes with evocative storytelling or detailed ingredient narratives. Pricing strategies also influence behaviour; removing currency symbols or using rounded pricing can subtly affect spending decisions. Increasingly, menus are being designed to create an intuitive and frictionless guest experience.

Menu Engineering and Profitability

Successful menu strategy balances guest preferences with commercial outcomes. Hospitality operators often categorize menu items into four groups: Stars (high popularity and high profitability), Plow Horses (popular but lower margins), Puzzles (high margin but low popularity), and Dogs (low margin and low popularity).

This framework helps businesses optimize pricing, redesign offerings, and make data-driven decisions. Effective menu engineering ensures that guest satisfaction and profitability work hand in hand rather than in opposition.

Consumer Trends Shaping Menus

Today's consumers are more informed, health-conscious, and experience-driven than ever before. There is growing demand for clean-label ingredients, plant-forward dishes, functional foods, and locally sourced produce. Guests increasingly seek personalization, whether through dietary preferences, customizations, or unique culinary experiences.

At the same time, menus are becoming powerful storytelling platforms that celebrate regional cuisines, sustainability practices, and cultural heritage. Consumers are not just buying meals; they are buying experiences and values.

Technology and Data-Driven Menus

Technology is transforming menu management. POS systems and guest analytics provide valuable insights into ordering patterns, enabling operators to refine offerings in real time. Digital menus and QR-based ordering have enhanced convenience while creating opportunities for dynamic updates and targeted recommendations.

Artificial intelligence is expected to further revolutionize menu planning by predicting demand, optimizing inventory, and personalizing recommendations based on guest preferences and behavioural data.

The Future of Menus

The future of menus lies in personalization, flexibility, and sustainability. Dynamic digital menus that adapt to guest preferences, time of day, or inventory availability are likely to become increasingly common. Wellness-driven offerings and sustainable sourcing will move from being differentiators to industry expectations.

Ultimately, menus are no longer just about food—they are about shaping experiences, influencing choices, and building stronger connections with guests. As hospitality evolves, businesses that view menus as strategic growth levers rather than static documents will be best positioned to thrive in an increasingly competitive landscape.

From Vision to Menu: Chef Rajdeep Rana on Curating Memorable Dining Experiences

1. How do you translate your culinary vision into the language and design of a menu?

Ans: Our outlet menus reflect our philosophy of fresh, seasonal, and thoughtfully crafted cuisine. The language is simple yet engaging, allowing the ingredients and techniques to speak for themselves while making it easy for guests to order.

2. How much does the story behind a dish influence how you describe it on the menu?

Ans: Every great dish has a story to tell, but the menu only gives a hint. We use the menu to spark curiosity, while our service and chef teams share the stories of travel and the learnings gained from working with different craftsmen.

3. What's the right amount of narrative—when does menu language become too much, or not enough?

Ans: The right balance is clarity with personality. Guests should quickly understand what they're ordering while still looking forward to more interactive engagement with the team.

4. How do you write menu descriptions that create desire without overpromising?

Ans: We focus on authenticity. Honest descriptions highlighting key ingredients, flavours, and cooking techniques create interest without overpromising.

5. How do you balance celebrating local or seasonal ingredients with maintaining guest familiarity?

Ans: We introduce regional and hyperlocal ingredients in familiar formats. This allows guests to explore new flavours while enjoying dishes they already know.

6. Is there a dish on your current menu that you're particularly proud of—and how did it find its way there?

Ans: I'm particularly proud of our regional Indian specialties that showcase local ingredients with contemporary presentation. They reflect the essence of India's diverse culinary heritage.

7. How do you decide what makes it onto the menu—and what doesn't, no matter how good it tastes?

Ans: A dish must deliver consistently and align with our culinary benchmarks. Great taste alone isn't enough; it also needs operational consistency, quality ingredients, and the ability to deliver a memorable guest experience.

6 Ice Cream-Based Desserts Worth Indulging in This National Ice Cream Day 🍨

Ice cream isn’t just a summer treat—it’s the perfect finishing touch to some of the most indulgent desserts. From crisp profiteroles to tropical coconut creations, these restaurants are serving up ice cream-based delights that make World Ice Cream Day truly memorable.

1. Thai Naam – Profiterole with Ice Cream

• Description: Light and crisp choux pastry puffs filled with creamy vanilla ice cream, finished with warm, rich chocolate sauce. A timeless French dessert with the perfect balance of crisp, creamy, and indulgent flavours.

• Where: Bandra, Mumbai

• Price: INR 475

2. KOKO – White Chocolate & Passion Fruit Paradise (V)

• Description: A vibrant dessert layering passion fruit sponge, custard, jelly, coconut mousse, white chocolate crunch, edible flowers, and a scoop of vanilla ice cream. Tropical brightness meets rich indulgence.

• Where: Mumbai, Bangalore, Hyderabad

• Price:

  • Lower Parel: INR 990 + taxes

  • Bangalore: INR 690 + taxes

  • Hyderabad: INR 870 + taxes

  • Goregaon: INR 940 + taxes

3. Ammakai – Filter Coffee Soft Serve

• Description: House-made soft serve infused with bold South Indian filter coffee. Smooth, creamy, and aromatic—a refreshing twist on a beloved classic.

• Where: Bandra, Mumbai

• Price: INR 325

4. Bastian Garden City – Fried Ice Cream

• Description: A crisp golden shell encasing creamy vanilla ice cream, topped with chocolate glaze, crunchy crisps, and salted caramel drizzle. A delightful play of warm, crisp, and creamy textures.

• Where: Ashok Nagar, Bangalore

• Price: INR 870

5. Bastian Empire – Cocoa Leches

• Description: Soft vanilla sponge layered with vanilla ice cream, finished with silky dulce glaze and chocolate crumble. Rich, comforting, and packed with contrasting textures.

• Where: Koregaon Park, Pune

• Price: INR 800

6. Nara Thai – Nara Ice Cream

• Description: Creamy coconut ice cream served with peanuts, crunchy water chestnuts, sweet corn kernels, and coconut jelly. Every spoonful is a mix of creamy, crunchy, sweet, and refreshing textures.

• Where: BKC & Worli, Mumbai

• Price: INR 525

✨ Whether you’re craving something crisp, tropical, or decadently rich, these ice cream-based desserts are the perfect way to celebrate National Ice Cream Day.

Balancing Innovation and Efficiency: Vijay Gupta on Modern Menu Planning and Operations

1. How do you approach menu design differently for degustation versus casual or all-day dining formats?
A: A carefully planned story. We control the portion sizes and timing to highlight seasonal themes and reduce waste. Designed for speed and flexibility. We focus on quick-cooking dishes and use ingredients across multiple plates to keep service fast.

2. How often do you revisit or refresh your menu — and what triggers that process?
A: Since our menu is entirely paperless and QR-code-based, we can update it instantly! Daily Adjustments: We do not wait months to print new menus. If a local crop is ready, or if a dish sells out, we update the digital menu in seconds.

3. How do you manage menu changes without disrupting guest loyalty or operational consistency?
A: We never touch our top signature dishes that regular guests love. These favourites continue to deliver the familiar flavours and experiences that guests return for, providing consistency while allowing room for innovation elsewhere on the menu. New dishes are first introduced as daily or seasonal specials, allowing the kitchen to evaluate guest feedback, monitor demand, and refine recipes before deciding whether they deserve a permanent place on the menu. Servers taste every new dish before it is introduced to guests, ensuring they understand its flavours, ingredients, preparation, and story. This enables them to confidently answer questions, make informed recommendations, and provide a more engaging dining experience.

4. How do you handle the tension between a chef's creative ambitions and the realities of scale and cost?
A: Changing menus normally costs a lot of money in paper and printing. Our QR system allows our chefs to test creative ideas for free. We match our electric utility costs directly to our recipes, ensuring every creative dish is highly energy-efficient to cook.

5. How does the kitchen's capacity and team capability influence what ends up on the menu?
A: Electric kitchens require us to manage our total power draw. We plan menus so we do not turn on every heavy electric oven at the exact same minute. Cooler Workspace: Electric cooking releases less ambient heat than open gas flames. This keeps our team less fatigued, energized, and cooking at their best.

6. How do you design a menu that holds up across different day-parts, seasons, or outlet types?
A: The menu is adapted to suit changing weather conditions and seasonal preferences. During Pune's hot summer months, lighter, refreshing dishes with fresh ingredients are featured to complement the climate, while the monsoon season brings comforting, hearty, and warm preparations that offer guests a more satisfying and seasonal dining experience. Versatile sauce bases and foundational preparations are developed to be used across multiple dishes, allowing the kitchen to efficiently create both quick, casual lunch offerings and more refined, upscale dinner plates. This approach improves consistency, reduces preparation time, minimizes waste, and provides flexibility across different dining occasions.

7. What's the hardest operational constraint you've had to work around in menu planning?
A: Our biggest challenge is managing total power limits during massive weddings while keeping our Wi-Fi strong for the QR menus. We design our menu dishes so they can be cooked using different types of electric gear, ensuring the kitchen never overloads the hotel's power grid.

Editorial | When Is It Time To Redo Your Menu? By Mr Prabhjot Singh Bedi

A restaurant's menu is more than a list of dishes — it's a tool for communication, brand identity, operational efficiency, and profitability. But menus don't remain effective forever. Changes in customer preferences, costs, labor, kitchen capability, and brand direction all influence whether a menu needs a refresh. Here's how to recognize the signs that it's time to redo your menu and how to approach that process strategically.

Key signals that it's time to redo your menu

1. Declining sales or margin erosion

• Same items sell less than they used to despite steady traffic.

• Food cost percentages rise because ingredient prices increased or yield has declined.

• High-margin items are not being promoted or are missing from strategic placement.

2. Customer feedback and changing preferences

• Frequent customer comments about limited options, lack of healthier choices, or outdated offerings.

• Market trends show demand for plant-based, allergy-friendly, low-carb, or ethnic-flavor items you don't offer.

• Social media engagement favors competitor dishes or trends you haven't adopted.

3. Menu complexity is hurting operations

• Kitchen is overloaded with too many distinct recipes, causing long ticket times or order errors.

• High waste levels because rarely ordered items still consume prep time or inventory space.

• Labor shortages make complex plating or long prep steps impractical.

4. Brand identity or concept shift

• You've changed ownership, repositioned the concept, or want to attract a different demographic.

• The current menu no longer matches the dining experience you want to deliver (e.g., casual to upscale).

• Seasonal or local-sourcing commitments require different offerings.

5. Ingredient availability and supply-chain issues

• Persistent shortages or price volatility for core ingredients force substitutions that dilute the concept.

• Sourcing local, sustainable, or certified ingredients makes some dishes impractical or too costly.

6. Menu layout, readability, and accessibility problems

• Guests take longer than expected to decide, slowing table turns.

• Font size, print quality, or design make the menu hard to read in low light.

• Category structure buries your most profitable items instead of drawing the eye to them.

• Descriptions are inconsistent or fail to sell the dish — no mention of preparation, sourcing, or standout ingredients.

• Menu hasn't been adapted for QR/digital ordering, third-party delivery listings, or accessibility needs.

How to approach a menu redesign strategically

Start with the data. Pull a full menu mix report — sales volume and contribution margin for every item — before changing anything. This tells you what to keep, reprice, reposition, or cut.

Cut before you add. Removing low-performing, high-effort items frees up kitchen bandwidth and inventory space for the changes that matter.

Reprice with real food cost in mind. Revisit costing on every dish, not just the new ones — supplier prices drift quietly over time.

Design for profitability, not just aesthetics. Use placement, boxes, and descriptive language to draw attention to high-margin items, not just chef favorites.

Test before a full rollout. Run new or revised items as specials to validate demand and kitchen execution before locking them into the printed or digital menu.

Set a review cadence. Treat the menu as a living document — a full audit every 6–12 months, with smaller pricing and item tweaks quarterly, keeps it aligned with costs and demand without requiring a total overhaul each time.

A menu redesign is rarely just about new dishes — it's a chance to realign your offering with your margins, your kitchen's capabilities, and what your guests actually want.