A Journey into Hospitality Excellence from the General Manager of Essentia Premier Hotel Chennai

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Published on November 2, 2023

In this exclusive and enlightening session of "Hoteliers Talk" with HospitalityNews, we had the privilege of sitting down with the accomplished General Manager, Meeran Farook Ali, from Essentia Premier Hotel Chennai. Here, he generously imparts his remarkable journey within the dynamic hospitality industry and offers valuable insights into the world of hoteliers.

Born and raised in Chennai, his journey in hospitality began at Taj Fisherman’s Cove, where he started as an apprentice. This coastal paradise honed his skills. His next adventure took him to the Middle East, launching a restaurant chain in the UAE, introducing him to international cuisine. In 2000, he joined Le Meridien, progressing from the base level to an assistant manager until 2006. Transitioning to Radisson Blu, he managed the Garden Cafe, even dabbling in flight catering. Later, he became the banquet manager at Asiana, where they transformed it into a popular brand. Moving to Aloft Chennai, he led the food and beverage department, extending support to units in Bangalore and Coimbatore. He continued his journey at ITC Fortune Hotel before embarking on a unique two-year stint with INOX Cinemas during the COVID-19 pandemic, focusing on boosting cinema footfalls and F&B sales. With the rebranding of his previous workplace as Welcomhotel, he returned as a unit head and executive assistant manager. Currently, he oversees Essentia Hotel, a 70-key property with Blue Salt, a buffet-style restaurant with 24-hour in-room dining. Fisherman’s Wharf, known for its lively atmosphere and seafood delights, is a customer favorite with packed sessions.

What inspired you to pursue a career in hotel management, and how has your journey led you to the position of General Manager at Essentia Premier Hotel?

I didn’t accidentally stumble into the hospitality industry. It’s a family affair, you could say. My brother was already deeply involved in hotel management, and my father had his share of experience at Gemini studios before his years with Taj Fisherman’s Cove. I vividly remember those days when I’d watch my brother leave for work, impeccably groomed and well-trimmed. It was all quite intriguing and unique to me. I’ve always had a deep admiration for hoteliers; it’s a bit like being in the military, with that sharp, impeccable haircut. So, my journey into the hotel industry began when I joined Taj Fisherman’s Cove as an apprentice. However, life took me on a little detour to the UAE, but I eventually found my way back and decided to pursue catering in Delhi. But it’s not a path one can simply walk; I believe it’s not just about hard work – you have to genuinely love what you do and give it your all. Each day presents a new opportunity to learn and excel, and that’s the attitude that has helped me find my place in this industry. You see, when I took a two-year break from hotels and ventured into Inox, I always felt like I had left something behind in the hospitality world. So, when the chance to return to the hotel business came along, I embraced it with love and enthusiasm, starting my career anew. Even though I was a unit head, it felt like my very first day all over again, when I had joined Taj. Perhaps that’s what shaped me into the general manager I am today. It’s the idea that every day is a fresh start, a new opportunity, and that’s what keeps me moving forward in this dynamic industry.

Can you share with us the unique features that set Essentia Premier Hotel Chennai apart from other hotels in the region?

We match international hotels when it comes to room size and lifestyle features. Unlike some other places, we may not offer a swimming pool or a gym, but what we do offer is fantastic food, comfortable beds for a good night’s sleep, and top-notch international bathing facilities, including high-quality showers and amenities. Our aim is to stand out, to be unique in our own way, and that sets us apart. Given our location in OMR, where guests typically stay for a maximum of 2 or 3 days, our chic-sized hotels work perfectly. My approach to hotel management involves daily interactions with our guests, where I actively seek their feedback. This interaction forms the essence of what we represent: a hotel where the focus is on providing a good night’s sleep and great food.

How do you go about building a strong rapport with your guests, and why is this important?

My typical day begins with engaging my team and interacting with our guests, giving them my full attention. A key part of my routine is diligently addressing their feedback, whether it’s a comment, a compliment, or a complaint. Surprisingly, complaints often provide the most valuable insights and opportunities for us to improve and deliver our best. I take their comments and conversations to heart, striving to understand their experiences, what they particularly enjoyed, and identifying those “wow” factors that we can enhance. We also make it a point to work on any complaints to ensure that the same issues do not recur. Ultimately, my goal is to guarantee the comfort of our guests and establish a strong rapport with them, encouraging return visits and positive recommendations.

Fisherman’s Wharf seems to be a popular dining spot. Could you tell us about the inspiration behind the restaurant’s concept and its signature dishes?

Fisherman’s Wharf has quickly become a household name, drawing in a diverse crowd, including local IT professionals, expatriates residing in the ECR area, and even diners who have enjoyed our offerings in Bangalore, Hyderabad, and Goa. It’s not uncommon for guests to stop by upon spotting our banner, sometimes even before we officially opened, exclaiming, “Sir, we can’t wait for you to open!” This well-established reputation of Fisherman’s Wharf places a greater sense of responsibility on us to continually improve our services and cater to our customers’ needs. Our signature dishes primarily consist of authentic Goan cuisine, a legacy passed down since our inception in 2005 by our chairman, Mr. Xavier Furtado. These recipes showcase the rich flavors of Goan food, including a seafood touch that makes them all the more appealing. These signature dishes have become our most popular offerings and a testament to our commitment to preserving Goan culinary traditions.

What strategies or initiatives has the hotel implemented to adapt to changing travel trends, especially considering the impact of events like the global pandemic?

The global pandemic has instilled a profound sense of responsibility when it comes to sanitation and hygiene. While cleanliness was always a top priority for us in the hospitality industry, the pandemic elevated it to a way of life. We take this commitment to heart, not only for our guests but also for our colleagues. If someone isn’t feeling well or needs rest, we ensure they have the time to recover fully, so they can return with renewed energy. Our post-pandemic approach is rooted in thorough sanitization, not for mere display, but as a genuine practice. We are committed to being responsible and sensible. One unique aspect of our pandemic response is our dedication to catering to the specific needs and requests of every guest, listening attentively, and making those requests a reality.

Can you share any upcoming developments, renovations, or new services that guests can look forward to at Essentia Premier Hotel?

Our hotel is brand new, just a year old. We are currently in the process of establishing a health club and gym, with ongoing discussions. Additionally, we are focusing on enhancing our ODC services, recognizing the vast potential along OMR. We aim to become experts in outdoor catering, whether it’s for private parties or corporate events. To achieve this, we’re strengthening our capabilities, investing in quality equipment, and ensuring the safe transportation of food.

With the rise of sustainable and eco-friendly practices, how does the hotel incorporate environmental consciousness into its operations?

It’s the responsibility of those in the hospitality industry to adapt and comply with government regulations. Our hotel has taken steps to eliminate plastic usage. We have implemented STP and WTP, which are ongoing processes to ensure good water condition and recycling. Our approach is environmentally conscious, and we are diligent about reducing our ecological footprint. We’ve replaced plastic with paper wherever possible, and in situations where plastic alternatives are necessary, we opt for biodegradable options. Embracing a zero-wastage concept is central to our organizational principles, and we actively work to minimize waste with great enthusiasm.

In your role as the General Manager, what leadership principles do you find most effective in fostering a positive work culture among the hotel staff?

I believe in maintaining an open-door policy, even as a general manager, allowing my team to approach me at any time or from anywhere. And, communication is key. Spending time with your team is vital, as your people are your greatest assets. I make it a point to engage with my team regularly, understanding their needs, addressing their complaints, and embracing their compliments, which fuel our energy. Similarly, I engage with our guests, comprehending their expectations and ensuring we meet them. This hands-on approach to people management is a core practice for me. When it comes to processes, I maintain a zero-tolerance policy. A well-defined process is essential, and when our team conscientiously follows these processes, it results in a seamless experience for both our employees and guests. In summary, my practice revolves around open communication and diligent process adherence.

Are there any leaders in the hospitality industry or beyond who inspire your approach to management, and how have they influenced your professional journey?

I found my initial inspiration for a career in the hotel industry through my brother, who played a significant role in shaping my path. As I progressed in my career and grew both professionally and personally, I encountered numerous role models who instilled in me valuable practices and habits. These individuals have contributed to my growth as a better person, a dedicated professional, and an improved human being in many ways. While I might unintentionally miss mentioning a few names, there are some exceptional individuals like Mr. Vijay Albuquerque, my first general manager at Taj Fisherman’s Cove, and Mr. Iqbal Chida, my second general manager. Their kindness and simplicity, along with their approachability, inspired me to be cordial and open with staff at all levels. There have been other influential figures in my life, such as Mr. Vikram Cotah and Mr. Hari Kumar from Radisson, Mr. Shri Sriharan and Mr.Leo from Asiana, and Mr. Murali Krishna Reddy, Mr. RAO and Mr. Amitava from ITC Welcomhotel, who have served as phenomenal role models. Their presence in my life is a gift, and I draw continuous inspiration from them, carrying their goodness into my daily life. In essence, I am a blend of all these influences, and they keep me motivated to be a better professional.

This interview is exclusively published on Hospitalitynews.in.

Pioneering Eco-Friendly Hospitality in the Land of Maharajas - Earthian Hotels & Resorts

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Published on July 3, 2024

In this exclusive interview, we connected with Rohit Pareek, Managing Director of Earthian Hotels & Resorts, to discuss the future of sustainable hospitality, cultural integration, the challenges he faces as a Managing Director, and more.

Rajasthan, the land of maharajas, majestic forts, and vibrant culture, now offers a unique hospitality experience that blends luxury with sustainability. Earthian Hotels N Resorts, a forward-thinking hospitality group, is redefining what it means to travel responsibly in this captivating region.

They offer spacious accommodations, impeccable service, and all the modern amenities you desire. But they go beyond mere indulgence. Here, luxury is redefined by respecting the environment and preserving the region's rich heritage.

Whether you crave the thrill of a tiger safari in Ranthambore National Park or the serenity of ancient temples in Kumbhalgarh, Earthian ensures an authentic and enriching experience. The dedicated staff, with their passion for the region, will curate personalized itineraries that immerse you in Rajasthan's cultural treasures.

But Earthian's commitment extends beyond luxury and adventure. They actively support local communities and conservation efforts. Imagine participating in a pottery workshop led by local artisans or contributing to tree-planting initiatives. Earthian encourages guests to connect with the land and its people, fostering a sense of responsible tourism.

How do you envision the future of sustainable hospitality, and what specific innovations do you see Earthian Hotels & Resorts pioneering in this field?

The future of sustainable hospitality hinges on crafting eco-friendly experiences that honor nature and local communities. At Earthian Hotels & Resorts, we lead by example, employing traditional building methods such as mud and lime mortar. Moreover, we integrate renewable energy sources to significantly reduce our carbon footprint. Our commitment extends to waste reduction initiatives and the promotion of biodiversity through organic farming and thoughtfully landscaped environments.

How has your background as an engineer influenced your approach to hotel management and the design of eco-friendly resorts?

My engineering background enables me to think creatively and devise innovative solutions for sustainable design and operations. While I appreciate the skills taught in hospitality courses, my unique perspective allows me to tackle challenges differently, ensuring our resorts remain both eco-friendly and luxurious.

Can you share some unique experiences or amenities that guests can look forward to at the new resorts opening this year?

Guests can look forward to unique experiences at our resorts, such as staying in mud villas with open-to-sky showers, enjoying organic meals at our restaurants, and participating in cultural performances at our open-air stage. Each resort is designed to offer a deep connection with nature and local culture. Additionally, guests can savor homemade brownies, sip Hi-Tea under a tree prepared on a chulha, and enjoy chulha-made rotis, experiencing the true flavors of Rajasthan.

How do you integrate the rich culture of Rajasthan into the guest experience while maintaining a strong focus on sustainability?

We integrate Rajasthan’s rich culture by showcasing local arts and crafts, hosting traditional performances, and serving authentic cuisine. Around 70% of our staff comes from local villages, and we regularly train them to enhance their skills, ensuring an authentic and sustainable experience for our guests. This creates moments and experiences that allow guests to fully immerse themselves in the true colors and culture of Rajasthan.

What are some of the biggest challenges you've faced in creating sustainable resorts, and how have you overcome them?

One of the biggest challenges is balancing luxury with sustainability. We overcome this by using eco-friendly materials and technologies without compromising on comfort. We also invest in continuous staff training and community engagement to foster a culture of sustainability.

Beyond the upcoming launches, what are your long-term plans for Earthian Hotels & Resorts, and how do you plan to expand the sustainability aspect further?

Our long-term plans include creating more experiential properties across different parts of Rajasthan and eventually expanding to other parts of the country. We aim to continuously improve our sustainability practices, collaborate with more local artisans, and introduce more green technologies to enhance our environmental impact.

How do you educate and engage guests about the importance of sustainability during their stay at your resorts?

We educate and engage guests through interactive workshops, eco-tours, and informative materials in their rooms. Our staff, trained in sustainability practices, also plays a crucial role in sharing knowledge and promoting eco-friendly behaviors among guests.

In what ways do Earthian Hotels & Resorts contribute to the local communities in Rajasthan, and how do you ensure that your sustainability efforts positively impact these areas?

We contribute to local communities by providing employment opportunities and promoting local arts and crafts. By employing and training local villagers, we help uplift the community and preserve cultural heritage. Our sustainability efforts ensure that we not only minimize environmental impact but also create a positive social impact.

Ultimate Escape at The Fern Brentwood Resort, Mussoorie

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Published on July 3, 2024

In this exclusive interview, we had the opportunity to sit down with Arindam C Bahel, General Manager of The Fern Brentwood Resort in Mussoorie. We discussed his role as GM, culinary offerings at the resort, sustainable initiatives at the resort, and more.

Nestled amidst the breathtaking Himalayan foothills, The Fern Brentwood Resort, Mussoorie, promises an escape unlike any other. This luxurious haven transcends the ordinary, offering discerning travelers a haven of comfort, adventure, and unparalleled vistas.
Imagine waking up to the gentle whispers of the mountain breeze, sunlight dappling through your window, and the majestic Doon Valley stretching out before you. The Fern Brentwood Resort isn't just a hotel; it's a portal to a world of serenity and rejuvenation.

Beyond the stunning location, the resort boasts a plethora of amenities that cater to diverse interests. Unwind in the luxurious spa, indulge in delectable culinary experiences at the on-site restaurants, or take a refreshing dip in the sparkling pool. For those seeking adventure, the resort can arrange trekking expeditions, nature walks, or visits to nearby historical landmarks.

How has your background as a chef influenced the dining experience at The Fern Brentwood Resort?

Chefs are meticulous, consistent, and focused on quality. The Fern Brentwood resort’s dining experience features innovative themes and designs, high-quality food, and top-notch service. Our managers and the kitchen team regularly interact with guests to create personalized dining experiences. The culinary team receives ongoing training to maintain consistent excellence. This blend of creativity, expertise, and dedication results in a memorable and elevated dining experience for all guests.

What unique culinary experiences can guests expect when they dine at The Fern Mussoorie?
At The Fern Brentwood Resort, we are known for our themed festivals and pop-up events, as well as our excellent breakfast spread, which rivals the best food establishments in the city. We regularly host chefs from other states to ensure authentic flavors.

How do you balance luxury and sustainability in the operations of The Fern Brentwood Resort?

The Fern Hotels believes that luxury in hospitality must be environmentally sustainable. Alkaline drinking water, bottled in-house at our own plant, is a standard offering—making us one of the few hotels in the state to do so. Even the straws in our drinks are made of rice paper. Our napkins and toilet rolls, made from Bagasse (a by-product of sugarcane), are entirely paper-free. Additionally, our key cards are crafted from board, and our suite rooms feature bamboo supplies. We are constantly striving to achieve our goal of a zero-garbage hotel while providing top-class service to our guests.

What initiatives has the resort implemented to promote environmental sustainability?

Introduction of Glass Bottles: We have replaced plastic bottles in guest rooms with safe and sanitized glass bottles filled with healthy alkaline water. This initiative helps us reduce the use of 60,000 plastic bottles annually.

Eco-Friendly Rice Straws: We have eliminated hazardous plastic and paper straws, opting for eco-friendly rice straws instead. These FSSAI-approved straws are a safe and sustainable alternative, significantly reducing single-use plastic and virgin paper consumption.

Natural Unbleached Napkins: Our F&B areas now use natural unbleached napkins made from 100% agro-fiber sourced from sugarcane waste, completely eliminating the need for paper towels.

Solar Water Heaters: By installing solar water heaters, we conserve electricity and provide alternative energy to heat water for room usage, saving approximately 80 to 100 units of electricity per day.

Rainwater Harvesting: We have created rainwater harvesting tanks with a capacity of 10 KL to promote water conservation within the hotel.

Herb Garden and Plantation: We have established a herb garden and increased plantation around the hotel to enhance the green cover.

Sustainable Guest Room Amenities: We have introduced sustainable and locally sourced amenities, such as bamboo toothbrushes and combs, as part of our guest room supplies, ensuring our commitment to eco-friendly practices.

Can you share a memorable guest experience that highlights the resort's commitment to hospitality?

Most of our guests commend our sustainable efforts, which is reflected in our rankings on TripAdvisor and other OTA channels.

How do you ensure that The Fern Brentwood Resort stands out in the competitive hospitality market of Mussoorie?

Mussoorie, as a hill station, has limited resources. Today’s discerning travelers are increasingly conscious of their environmental impact, and as a brand, we have a significant role to play in this market. We are pioneers in environmental sensitivity, creating a niche with our slogan, “Hospitality with Responsibility.”

What future plans or expansions do you have for the resort to enhance the guest experience further?

Since this year, we have launched a series of cultural food shows called “Flavours of India,” where we host chefs and artists from different regions to promote Indian cuisine at our hotel. The recently concluded “Padharo mare Des” – Rajasthani festival received tremendous acclaim and was a resounding success. Our upcoming festival, starting on June 14th, will highlight “States on the streets.” Additionally, we are expanding our hotel services to include a Spa, enriching the guest experience.

How do you train and motivate your staff to maintain high standards of service and guest satisfaction?

During and post-COVID, attrition has posed the greatest challenge to our organization and the industry at large. To counteract this, we intensified our team engagement efforts and focused on local recruitment from institutes in Uttarakhand and the Garhwali community renowned for their hospitality. We’re proud to highlight that over 80% of our team comprises local residents.

Recognizing and reinforcing positive behaviors, our salary disbursements are scheduled from the 7th to the 1st of each month. We provide accommodations for all outstation employees and host a range of employee engagement activities such as “Movie of the Month,” induction walks, picnics, and the informal “Chai pe Charcha” sessions. Additionally, our new employee meetings include monthly trainee sessions with the GM.

New joiners participate in an “Induction Walk” with the GM, where they learn about the local flora, places of interest in Mussoorie, and the town’s historical significance. Our “Chai pe Charcha” sessions serve as icebreakers for new team members and provide a platform to address any concerns they may have. These initiatives have been instrumental in fostering a supportive and engaging work environment at our organization.

Beyond Safaris: Wild Whispers Designs Dream Journeys for Discerning Travelers in Kenya

Admin

Published on July 3, 2024

In this exclusive interview, we sat down with Aman Shah, CEO of Wild Whispers, to discuss authentic cultural experiences, new markets, and more.

Wild Whispers isn’t just about safaris; it’s about crafting bespoke journeys that delve deep into the heart of Kenya's breathtaking landscapes and rich wildlife heritage.

Led by a team of passionate travel specialists with a deep understanding of Kenya’s hidden gems, Wild Whispers curates itineraries that cater to your every desire. Whether you dream of witnessing the awe-inspiring wildebeest migration in the Masai Mara, tracking majestic gorillas in the mist-shrouded forests, or simply relaxing amidst the serenity of a private luxury retreat, Wild Whispers makes it a reality.

Beyond the breathtaking safaris, Wild Whispers unlocks the hidden gems of Kenya. Explore vibrant cities, immerse yourself in rich cultural traditions, or unwind in luxurious retreats that epitomize relaxation. The company’s meticulously selected network of partner resorts ensures you experience unparalleled hospitality throughout your journey.

Imagine yourself embarking on a private guided safari, traversing vast plains teeming with majestic animals. Witness the awe-inspiring wildebeest migration, the heart-stopping thrill of a big cat encounter, or the gentle sway of giraffes against a backdrop of breathtaking sunsets.

What distinguishes your company from other Destination Management Companies in Kenya?

At Wild Whispers, our attention to detail, personalized service, and commitment to sustainability triumphs over the other destination management companies in the region. Offering a suite of luxury accommodations with signature resorts and tie-ups with the region’s best-in-class luxury excursion specialists, Wild Whispers is a preferred pick for travelers to Kenya eyeing for a calming, immersive and luxurious stay in Kenya.

How do you incorporate authentic cultural experiences into your itineraries?

Community support across our destination management services is key to helping the guests engage with the cultural experiences of the locals. Hosting exclusive visits to the village, engaging in traditional ceremonies with the tribes, to exploring the expanse of the region with the locals, our itineraries offer a lot of cultural experiences that one can soak in.

What steps do you take to ensure respectful and meaningful interactions with local communities?

By adopting an inclusive approach, we aim to preserve the regional sanctity and ensure guests have mindful interactions with local communities. We provide in-depth guidance on the dos and don’ts to keep in mind while engaging in activities involving the local communities. The interactions are usually candid, and the locals are quite friendly. With each guest’s visit to the region, we see a new iteration of experiences.

What measures do you take to ensure the safety and security of your clients?

Wildlife-concentrated destinations certainly demand real-time safety and actionable contingent plans. Understanding dietary preferences in advance to having a healthcare professional available throughout the visitor’s stay, we are always at the forefront of upholding the guest's safety and security.

Are there any plans for expanding your services or entering new markets in the near future?

Kenya is a large market to serve, and it being the uncontested wildlife capital of the world, we look forward to including more activities through strategic relationships with luxury activity providers to offer a suite of experiences to our guests, ranging from Private Guided Safaris, Masai Mara Migration Tours, Bush Breakfasts, Photographic Safaris, Balloon Safaris, to Sundowners, Gorilla Trekking, Helicopter Safaris, and Luxury Retreats.

What new initiatives or projects are you currently working on?

Being deeply rooted in providing eco-conscious luxury safari experiences, we are working to reduce our carbon footprint by curating indulging activities that are eco-conscious. From bush breakfasts including more local seasonal ingredients and culinary varieties, to collaborating with eco-conscious luxury resorts within the region, our focus remains on contributing to the planet’s wellbeing, building strong communities, and the foremost of all – curating best-in-class luxury safari experiences for the guests.