BIG INTERVIEW PATRICK MENDES, GROUP CCO, SALES, MARKETING, DISTRIBUTION AND LOYALTY, ACCOR WPP license No. MR/Tech/WPP-73/North/2021-23. License to post without prepayment. Postal Registration No. MCN/98/2021-2023 Published on 4th of every month. Posting date: 6th & 7th of every month. Posted at Patrika Channel Sorting Office, Mumbai-400001 Registered with Registrar of Newspapers under RNI No. MAHENG/2009/34648 Volume 13| Issue 4 | May 2021 | ` 100 Total pages 48 www.hotelierindia.com PERSEVERANCE, DETERMINATION AND A REFUSAL TO BACK DOWN FROM CHALLENGES - THAT’S HOW CHANDER BALJEE BUILT A NETWORK OF 60 HOTELS WITHIN TWO DECADES Published by ITP Media (India) NEVER SAY NEVER, EVER Chander Baljee, CMD, Royal Orchid HotelsCONTENTS www.hotelierindia.com HOTELIER INDIA | MAY 2021 | 3 MAY 2021. VOLUME 13. ISSUE 5 CONTENT 08 BULLETIN Hyatt India announces significant brand expansion plans, The Oberoi Group partners with EESL for sustainability initiatives, Wyndham Hotels & Resorts continues accelerated expansion in APAC, and more... 10 GM'S DIARY As intermittent lockdowns, curfews and restrictions hit the wedding business hard, Pranay Verdia, Multi-Property General Manager, Courtyard and Fairfield by Marriott Bengaluru ORR says how hoteliers are riding with this tide 18 BIG INTERVIEW Patrick Mendes, Group CCO, Sales, Marketing, Distribution and Loyalty, Accor 26 F&B Many restaurants shifted towards cloud kitchens during the pandemic, a trend that is likely to continue, as customer footfalls remain dismal ITP MEDIA (INDIA) PVT LTD Fortune 2000, 103-A & 103-B, C Wing, 1st Floor, Bandra Kurla Complex, Bandra East, Mumbai 400 051, India T +91 22 6154 6000 Country head: Bibhor Srivastava T +91 22 6154 6046; bibhor@itp.com EDITORIAL Editor: Vinita Bhatia vinita.bhatia@itp.com ADVERTISING Commercial director: Nidhi Bhardwaj nidhi.bhardwaj@itp.com STUDIO Head of design: Milind Patil Senior designer: Santosh Kamble Contributor: Sanjay Bandre PRODUCTION Deputy production manager: Ramesh Kumar ramesh.kumar@itp.com CIRCULATION Distribution manager: James D’Souza T +91 22 6154 6001 james.dsouza@itp.com Disclaimer The publishers regret that they cannot accept liability for error or omissions contained in this publication, however caused. 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Ltd., Plot No. 1C / 716, Off Dadoji Konddeo Cross Road, Between Sussex and Retiwala Ind. Estate, Byculla (East), Mumbai-400 027, India and published at ITP Media (India) Pvt Ltd, Fortune 2000, 103-A & 103-B, C Wing, 1st Floor, Bandra Kurla Complex, Bandra East, Mumbai 400 051, India To subscribe please visit www.hotelierindia.com Published by and © 2021 ITP Media (India) Pvt Ltd RNI no.MAHENG/2009/34648 MIB no. 10/47/2008 www.hotelierindia.com 12 NEVER SAY NEVER, EVER COVER STORY Perseverance, determination and a refusal to back down from challenges helped Chander Baljee, CMD of Royal Orchid Hotels build a network of 60 properties, within two decades4 | MAY 2021 | HOTELIER INDIA www.hotelierindia.com ADVISORY BOARD Our distinguished advisory board has been assembled to guide Hotelier India in becoming a stronger champion of the community. Members have been invited from the highest levels of the industry to ensure that the magazine continues on its path of success. AJAY BAKAYA MD, Sarovar Hotels and Resorts ANSHU SARIN CEO, Keys Hotels ANUJ PURI Chairman, Anarock Property Consultants DILIP PURI Founder and CEO, Indian School of Hospitality PUNEET DHAWAN Senior VP-Operations, India & South Asia, Accor MANAV THADANI Founder-Chairman, Hotelivate MANDEEP S. LAMBA President (South Asia), HVS ANAROCK NAVJIT AHLUWALIA Senior VP and Country Head, Hilton India NEERAJ GOVIL Sr VP-Operations (APEC), Marriott International NIRUPA SHANKAR Director, Brigade Hospitality PARAM KANNAMPILLY CMD, Concept Hospitality RANJIT BATRA President - Hospitality, Panchshil Realty PRASHANTH AROOR Non Executive Director, Intellistay Hotels RATTAN KESWANI Deputy MD, The Lemon Tree Hotel Company and Chairman, Carnation Hotels SANJAY SETHI MD and CEO, Chalet Hotels SATYEN JAIN CEO, Pride Hotels SOUVAGYA MOHAPATRA MD, (India, Sri Lanka, Nepal, Bhutan), Atmosphere Hotels and Resorts SUNJAE SHARMA VP & Country Head, Hyatt India VIJAY THACKER Director, Horwath India SARBENDRA SARKAR MD and Founder Cygnett Hotels & ResortsSOUNDING BOARD www.hotelierindia.com HOTELIER INDIA | MAY 2021 | 5 food business, as customer footfalls remain dismal, but online deliveries see robust growth. There is a lot more within this is- sue, which you will not want to miss. This includes dealing with cyber se- curity challenges, evolved hotel design principles, offering reskilling opportu- nities to entrenched staffers and the nuances of content marketing. Drop me a line to let me know your take on this edition. Until next time! WRITE TO THE EDITOR Please address your letters to: The Editor, Hotelier India, Fortune 2000, 103-A & 103-B, C-Wing, 1st Floor, Bandra Kurla Complex, Bandra (East), Mumbai 400051 or email vinita.bhatia@itp.com. Please provide your full name and address, stating clearly if you do not wish us to print them. Alternatively, log on to www.hotelierindia.com and air your views. The opinions expressed in this section are of particular individuals and are in no way a reflection of the publisher’s views. follow us on Instagram Every time, he faced a challenge, Chander Baljee, CMD of Royal Or- chid Hotels hunkered down, drowned out the white noise, reworked his strategies and ploughed his way through the crisis. The thought of giv- ing up never crossed his mind. Not when he took a plunge into the hospi- tality business and lost the first hotel he bid for in a state far from home; not when he took a master franchise for a global brand and was forced to continue the 10-year contract despite losing money, not when a dream hotel project in Hyderabad had to be sold to cut debts nor when the pandemic slammed the brakes on the business. Read about Baljee’s remarkable journey in our Cover Story, where he outlines how he built a chain of 60 ho- tels within two decades, overcoming all odds, and how he is set to touch the 100-hotel milestone by 2022. As the pandemic continues to re- shape businesses, we speak to Patrick Mendes, Group CCO (Sales, Mar- keting, Distribution and Loyalty) at Accor, who tells us that hybrid meet- ings are here to stay, long after we bid COVID-19 goodbye. As this trend impacts a large part of meetings, hotel brands will continue to rely on a dy- namic domestic market by optimising the use of available spaces and diver- sifying revenue for the longer term. F&B is yet another domain that was significantly impacted since last year. Many restaurants shifted towards cloud kitchens during the pandemic, using their existing kitchens for takea- way and delivery orders. This includes fine-dining and specialty outlets in hotels. It looks like cloud kitchens will continue to hold center stage in the VINITA BHATIA Editor vinita.bhatia@itp.com EXTRAORDINARY CHALLENGES NEED EXTRAORDINARY MEASURESBULLETIN 6 | MAY 2021 | HOTELIER INDIA www.hotelierindia.com NEWSMAKERS A ROUND-UP OF HOTELS AND HOTELIERS MAKING HEADLINES HYATT ANNOUNCES SIGNIFICANT BRAND EXPANSION PLANS IN INDIA Story of the month Bulletin dodara and Hyatt Place Bharuch. Sunjae Sharma, Hyatt’s VP and Country Head, India said, “Despite the challenges the industry faced last year, Hyatt signed eight new hotels across various brands. The growth of the Hyatt Place and Hyatt Regen- cy brands remains a key priority for India, with nearly 20 hotels under these brands ex- pected to open across India by 2023.” of 2023, resulting in a more diverse portfolio of hotel offerings in new and existing markets. “Hyatt remains focused on thoughtfully accelerating its brand growth and momen- tum by transforming the hotel landscape in India with planned openings in some of the most frequented and desirable destinations in the country,” said Dhruva Rathore, Hyatt’s VP, Real Estate and Development, India. In 2021, Hyatt primarily plans to expand its Hyatt Regency and Hyatt Place brands. The Hyatt Regency brand, which continues to drive Hyatt’s brand growth in India, will enter two new markets with Hyatt Regency Jaipur Mansoravar and Hyatt Regency Trivandrum. The Hyatt Place brand will enter four new markets with Hyatt Place Bodh Gaya, Hyatt Place Jaipur Malviya Nagar, Hyatt Place Va- Hyatt Hotels Corporation an- nounced plans to grow its brand footprint in India – one of Hyatt’s top three growth markets globally – by more than 70% by 2023. With over 20 executed managed and franchised agree- ments, Hyatt will add over 3,600 keys to its existing portfolio of 32 Hyatt-branded hotels across eight distinct brands in the country, including Andaz, Alila, Park Hyatt, Grand Hy- att, Hyatt Regency, Hyatt, Hyatt Centric and Hyatt Place brands. This ambitious growth in India is fuelled by an ever-increasing demand from guests, World of Hyatt members, customers, and owners to offer unique and differentiated hotel experiences. This announcement sig- nals significant intentional growth plans for Hyatt, bringing the number of Hyatt-brand- ed hotels in India to more than 50 by the end HYATT PROPERTIES SLATED TO OPEN IN INDIA THROUGH 2023 • Grand Hyatt Gurgaon • Grand Hyatt Jaipur • Hyatt Regency Jaipur Mansarovar • Hyatt Regency Trivandrum • Hyatt Regency Dehradun • Hyatt Regency Ghaziabad • Hyatt Regency Udaipur Sisarma • Hyatt Regency Kochi Malayattoor Resort • Hyatt Regency Goa Baga • Hyatt Regency Kasauli • Hyatt Regency Surat • Hyatt Regency Jaipur • Hyatt Centric Sector 17 Chandigarh • Hyatt Centric Lonavala • Hyatt Centric Electronic City Bangalore • Hyatt Place Bodh Gaya • Hyatt Place Jaipur Malviya Nagar • Hyatt Place Vadodara • Hyatt Place Bharuch • Hyatt Place Vijayawada • Hyatt Place Dehradun Rajpur Road • Hyatt Place Kolhapur Shiroli • Hyatt Place Tirupati • Hyatt Place Visakhapatnam Madhurawada It expects to grow its Indian brand portfolio by more than 70% through 2023 Six new hotels are set to open in 2021 across the Hyatt Regency and Hyatt Place brands.BULLETIN www.hotelierindia.com HOTELIER INDIA | MAY 2021 | 7 THE OBEROI GROUP PARTNERS WITH EESL TO FURTHER ITS SUSTAINABILITY INITIATIVES To augment its sustainability initiatives, The Oberoi Group has signed a MoU with Energy Efficiency Private Limited (EESL), a joint venture of four PSUs under the Ministry of Power. EESL, through its Building Energy Efficiency Program (BEEP), will assist The Oberoi Group in implementing several energy efficient initiatives, including clean energy systems across its properties. These initiatives will help reduce the Group’s overall carbon footprint and strengthen its energy conservation efforts. Under the partnership, EESL, through its nationwide network, will collaborate with all Oberoi Group Hotels to evaluate op- portunities for saving energy and lowering emissions. The agency will recommend se- lect energy programmes from its portfolio with proven track records of successful im- plementation. Additionally, as a part of The Oberoi Group’s efforts towards sustainability, it will execute tailor-made energy efficiency initiatives for each of their hotels and resorts. EESL will provide technical support and extend its procurement advantage through its partners across the energy sector. The potential energy efficiency measures will include lighting, electric motors and pumps, air-conditioning, ventilation systems, indoor air quality systems and electric vehicles along with charging infrastructure. Speaking about this partnership, Saurabh Group added, “It has always been our en- deavour to identify and implement innova- tive, ecological solutions across our hotels and businesses. Several of our hotels are powered by renewable sources and are sup- plemented with energy efficient measures, which have progressively reduced our carbon footprint. Our partnership with EESL further strengthens our commitment towards the planet and our vision of providing sustain- able luxury experiences to our guests.” Kumar, Executive Vice Chairman, EESL said, “Energy efficiency is becoming central to sus- tainable growth of businesses. Our company has pioneered energy efficiency improve- ment across India and empowered millions of people through its innovative schemes. Our partnership with The Oberoi Group stands testament to a progressive approach of a hos- pitality leader in joining the forces of achieving sustainable development of the country.” Vikram Oberoi, MD and CEO, The Oberoi SHANGRI-LA HOTELS AND RESORTS UNVEILS REVAMPED BRAND LOGO FOR 50TH ANNIVERSARY As part of its 50th anniversary cel- ebrations, Shangri-La Hotels and Resorts has announced a refreshed brand logo that reflects the brand’s journey and evolution with its guests, while staying true to its origin. Beginning in Singapore in 1971 with the first hotel, Shangri-La’s story has been closely tied to Asia for 50 years. It has expanded to key destinations globally with over 80 hotels and resorts. The signature ‘S’ in the new logo is re- tained and takes on a new gold colour to evoke the warm glow of sunrise. The origi- nal typeface is refined for a contemporary feel to align with the new design ethos. It is inspired by Asian calligraphic elements, creating a connection to history and tradi- tion. Additionally, the brand has opted not to include ‘Hotels and Resorts’ in the re- freshed logo, recognising that Shangri-La is more than a place, but a feeling and an experience that inspires personal moments of joy. “We view the ongoing brand evolution as an important strategy that will empower our hotels to capture new opportunities by keeping pace with our customers and their changing expectations,” explained Lim Beng Chee, CEO, Shangri-La Group. Vikram Oberoi, MD and CEO, The Oberoi Group with Saurabh Kumar, Executive Vice Chairman, EESL. EESL will collaborate with the hotel chain to evaluate opportunities for saving energy and lowering emissions BULLETIN 8 | MAY 2021 | HOTELIER INDIA www.hotelierindia.com Wyndham Hotels & Resorts, a hotel franchising company and pro- vider of hotel management ser- vices with over 8,900 hotels across nearly 95 countries, continued on a strong growth trajectory in Asia Pacific in 2020. It over- came global uncertainty to achieve several hotel openings with a strong pipeline of new properties scheduled to launch in 2021 and beyond. In a year of significant challenges for the travel and hospitality industries, Wyndham opened over 125 new hotels and signed a further 140 properties in Asia Pacific last year, putting it in a leading position in the industry with over 1,500 hotels in 20 regional markets and territories. This year, this growth is expected to con- tinue with an estimated 40% increase in openings or approximately 180 hotels an- ticipated to open in Asia Pacific. Through its robust Asia Pacific pipeline of directly franchised and managed hotels, alongside strong relationships with master franchisees, Wyndham is on track to reach 2,000 hotels in the region within three years. “Strong partnerships with our owners will be key to our continued growth and mutual success. We are building on the momentum achieved in 2020, as indus- tries gear towards recovery in 2021. Our robust openings and hotel deal executions will pave the way for continued growth for the company. The many hotel open- ings and signings is a testament to the en- during confidence that our partners have in Wyndham’s brands. As we expand our scale, our reach, our distribution and our base of loyal Wyndham Rewards members, we will help create even greater benefits for everyone in our value chain,” said Joon Aun Ooi, President, Asia Pacific, Wyndham Hotels & Resorts. Alongside the company’s extensive sup- port measures for its existing hotel owners and partners, these openings will put Wynd- ham in the best possible position to benefit from pent-up demand once travel restric- tions eventually ease which is expected to occur in the coming months. In late 2020, Wyndham also opened its first hotel in Nepal under the Ramada En- core by Wyndham brand, and expanded in India with the addition of Wyndham Ahmedabad Shela. Its recent expansion in EMEA is set to continue with a strong de- velopment pipeline of over 16,000 rooms that includes more than 20 new hotels ex- pected to open later this year. It will aug- ment further development in India by open- ing Ramada by Wyndham Gangtok Deorali Hotel & Casino and Ramada Varanasi Kate- sar later in 2021. Wyndham introduced five of its brands to new markets across Asia Pacific in 2020, as Howard Johnson by Wynd- ham launched in Cambodia, and Japan welcomed its first Wyndham Grand and Wyndham Garden hotels. In addi- tion, Asia Pacific’s inaugural Dolce by Wyndham and La Quinta by Wyndham hotels were launched in Vietnam and New Zealand respectively. ACCELERATED GROWTH BUILT ON 2020’S MILESTONES WYNDHAM HOTELS & RESORTS CONTINUES PLANS ACCELERATED EXPANSION IN APAC IN 2021 180 hotel openings are expected in 2021 alongside its robust Asia Pacific development pipeline BULLETIN www.hotelierindia.com HOTELIER INDIA | MAY 2021 | 9 WESTIN HOTELS & RESORTS DEBUTS IN GOA WITH 171-KEY PROPERTY Westin Hotels & Resorts, part of Marriott Bonvoy’s portfolio of 30 brands, opened The Westin Goa, marking the brand’s debut in the coastal state. The new hotel features signature brand programmes that enable guests to maintain and enhance their wellbeing while travelling. “We are excited to open The Westin Goa in one of India’s premier leisure destinations expanding the brand’s signature wellbeing offering to more locals and travellers. The opening marks the 9th Westin property in India, indicative of the market’s appetite for the brand and its growing presence in key leisure and resort destinations across Asia Pacific,” said Neeraj Govil, Senior Vice Presi- dent, Operations APEC for Marriott Interna- tional. The property has 171 guestrooms, suites and deluxe patio rooms where guests can relax over a dip in the outdoor pool acces- sible directly from the rooms. All the rooms are equipped with the brand’s Heavenly Bed, while the bathrooms feature the Heavenly Bath with a revitalising rain shower, White Tea Aloe bath amenities, extra-large bath sheets and plush bathrobes. At the four F&B outlets in Westin Goa, guests can enjoy delicious local cuisine. The all-day dining restaurant, The Market, offers them a variety of health-conscious cuisines with live stations serving nourishing local and global favourites and healthy small bites. LORDS HOTELS AND RESORTS SIGNS SECOND HOTEL IN JAMMU Lords Hotels and Resorts announced the signing of a second hotel at Birpur in Jammu with Four-A-Lords Resorts. This will complement the group’s existing hotel, Grand Plaza Lords Inn. The new resort will sprawl over 12 acres land, featuring rooms with private balconies, an infinity pool, a gym, spa, life size chess, snooker and 9D theatre. It also has Chai Roti all-day dining restaurant and Underpin Lounge Bar. With over 24000 sq. ft. of covered event space, the resort has two venues equipped with flexible seating that can host business meets or social events. Commenting on the occasion Pushpendra Bansal, COO, Lords Hotels and Re- sorts said, “We look forward to providing a stress-free experience to our guests in the picturesque city of Jammu." This marks the brand’s debut in the coastal state, and 9th in the country Four-A-Lords Resort will complement its existing property, Grand Plaza Lords Inn They can unwind over cocktails and live mu- sic at the Drift poolside bar and restaurant. Guided by the principles of biophilic de- sign, the ‘Haven’ lobby bar presents signa- ture cocktails inspired by the spirit of Goa. Anjuna Coffee and Co, a deli and patisserie, welcomes guests to the atrium lobby with freshly brewed coffee, paired with delights like sandwiches, pastries and drinks from the Westin Fresh by the Juicery programme. Guests can work out at the 24-hour Fit- ness Studio and outdoor pool, while fami- lies can get their little ones to enjoy at the kids’ pool. For younger travellers, the Wes- tin Family Kids Club features fun activities such as origami, sandcastle making, danc- ing, baby Zumba classes and a playful kids activity area. As part of the brand’s signature ‘Move Well’ programmes, a local Run Westin Concierge is available to provide guided group runs along a 5km trail around the neighbourhood ad- joining Anjuna beach. Guests can also enjoy a sustainable healthy ride along the stunning coastline on an E-Bike or a moonlight yoga session to reconnect with oneself. The Westin Goa has over 14,000 sq. ft. of event spaces with separate breakout spaces. The Grand Ballroom along with two modern and flexible function rooms can host wed- dings, social events, conferences or corpo- rate meetings.Next >