Blueprints of Brilliance: Chander K. Baljee’s Journey from Shimla to the Stars

Blueprints of Brilliance: Chander K. Baljee’s Journey from Shimla to the Stars

Admin

Published on November 2, 2023

In a candid interview with HospitalityNews, we delve into the inspiring journey of Regenta & Royal Orchid Hotels’ trailblazing leader. From overcoming industry challenges to introducing groundbreaking amenities, he shares insights on leading a hospitality empire. Discover how innovation, personalization, and unwavering dedication shaped the future of this renowned hotel chain.

From humble beginnings in Shimla, Mr. Chander K. Baljee, hailing from a hotelier family, founded Regenta and Royal Orchid Hotels, a now prominent hotel brand in India. His journey started with a small restaurant in Shimla, followed by his first hotel venture in Bangalore after leasing ‘The Stay Longer Hotel’ and transforming it into Harsha. The turning point came in 1985 with Hotel Royal Orchid, his first 5-star venture near the old Bangalore airport. Rapid growth followed with the addition of four hotels by 2004 and expansion into cities like Hyderabad, Jaipur, and Pune. The successful IPO in 2006 marked another milestone, raising Rs 130 crore.

Today, Royal Orchid Hotels operates 12 hotels across major cities, focusing on high-quality, affordable accommodation. With plans to expand into markets like Mumbai and Ahmedabad, Royal Orchid Hotels stands as a testament to Mr. Baljee’s vision and perseverance, continually striving for greater achievements in the hospitality sector.

As the driving force behind Regenta & Royal Orchid Hotels, what is the core vision that fuels your commitment to the hospitality industry, and how has it evolved over the years?

We entered the hospitality industry about 50 years ago. We were from Shimla, where my father started a hotel and a restaurant. That stood the test of time and has been the number one restaurant for all these years. When I came to Bangalore, I decided that we should make a name for ourselves in this city. Of course, at that time, we didn’t realise we would go national. But over the years, we have built a brand, and we have gone national.

Leading a renowned hotel chain requires exceptional leadership. Can you share a defining moment where your leadership skills were put to the test, and the outcome you’re most proud of?

The first crisis we faced when we started our hotel in Bangalore several years ago was with the Union. At that time, there was a lot of Union activity in Bangalore, and people were very militant. They all ganged together and attacked us. We stood our ground. We had suspended certain people and said that, no matter what happens, we would continue to take our stand because they were very unreasonable. That is something that happened at an early stage in my life. But it was a great experience to face people throwing stones into your compound. That made me quite tough and prepared to handle any situation. Regenta and Royal Orchid Hotels are known for their unique and memorable experiences.

What’s the most innovative concept or service you’ve introduced that has been a game-changer for guest satisfaction?

We’ve done so much! Actually, we’ve been pioneers in innovation. We were the first hotel to introduce cable TV in the country. I remember approaching a startup company called Nelco to install it for us. It took them a couple of months to experiment and get it set up. In those days, there were VCRs instead of cable; we had three VCRs and played tapes. In this way, we undertook many unique and pioneering endeavours. We continue to innovate. In fact, we were the first hotel in the country to introduce a free buffet breakfast. Of course, others followed suit. It’s not rocket science; they had to follow our lead. This move has been a gamechanger; guests are happy and satisfied, and we face fewer morning complaints related to service. We were also the first to offer free WiFi in hotels. Over the years, we’ve introduced many innovations with the guest in mind.

With the changing preferences of modern travellers, how do you stay ahead of the curve in terms of offering innovative and personalized amenities?

Today, we gather a lot of data from guests to understand their preferences. Hotel rooms and facilities have become standardized. Even small hotels have TVs and other standard amenities, like quality beds, mattresses, and washrooms. There’s now minimal difference between hotels in terms of physical facilities. Our focus has shifted to the food we offer, the quality of our service, and the experiences we provide. What we aim for is a unique experience in every location. We try to enhance that experience in our hotel because today’s youth seek more than just a bed and a meal. They want an experience they can share on platforms like Instagram and Facebook. This kind of value is essential today.

Guest experience is paramount. Can you share an instance where Regenta & Royal Orchid Hotels went above and beyond to create an unforgettable moment for a guest, demonstrating the group’s commitment to exceptional service?

Sometimes, calamities occur in the hotel, which is why we are very sensitive. There was an instance where a guest had a heart attack in our Goa hotel. In the middle of the night, he was taken to the hospital, treated, and cared for several days before making arrangements for his return. In such situations, we don’t prioritize money; we believe that a guest’s life and needs are paramount. We remind our staff that guests will remember these gestures for a lifetime, so it’s crucial to attend to them.

With your extensive background in hospitality, what key elements have you found to be consistently essential in providing a truly exceptional guest experience?

What you need is persistence, perseverance, and a lot of patience. This is what we tell all our people: you have to have that if you want to succeed and arise in the hospitality industry. So, I think that’s what we try to imbibe in our people and to set an example. Also, a lot of our cluster heads who are the backbone of our company, follow exactly what I intend to do. They carry forward my vision, and that is what has really resulted in the success of this group.

With hotels in various locations, each with its own unique charm, can you share a memorable experience that highlights how Regenta and Royal Orchid Hotels have embraced and celebrated the diversity of these locations?

Indeed, there’s a lot of diversity across our establishments, but one consistent element in all our hotels is warmth. We don’t see our guests merely as customers; we regard them as friends. This attitude of friendliness and warmth is present in all our hotels. Another hallmark is our food. While we might offer local cuisines, our food stands out as exceptional and maintains a consistent quality across the country. These two aspects are particularly distinctive.

If you had to pick one Royal Orchid Hotel that best captures the essence of the brand, which one would it be, and what makes it stand out?

It would be unfair for me to say that one particular hotel stands out. However, I’ll provide an example of our Goa hotel. It’s not exceptionally large, but it’s situated on the beach. Spanning five and a half acres, it boasts 73 rooms. One aspect guests appreciate about this hotel is the bonding experience it facilitates; every room faces the pool, which in turn faces the beach. The service and food at this hotel are exceptional, a standard mirrored in many of our other establishments nationwide. But if you ask me to choose a favorite, I have a fondness for that location and Goa in general.

Being a prominent figure in the hospitality industry, you’ve undoubtedly had numerous encounters and experiences. Can you share a story that has deeply impacted your perspective or approach to leading your hotels?

There isn’t just one story to highlight; we encounter new stories daily across our various hotels. One consistent challenge in our industry, especially in our country, is environmental management. We frequently confront issues arising from authorities who, while performing their duties, present challenges for us. These issues keep us both busy and, at times, invigorated by the ensuing challenges.

What’s the most valuable piece of advice you’ve received in your career that continues to guide you in your role as the Chairman & Managing Director?

One piece of advice my father gave was that while expanding the business, one should never abandon their core values. There will always be temptations to prioritize profits, but money shouldn’t be the sole objective. It’s crucial to remain compassionate, take people along on the journey, and maintain a caring organization. These principles are vital for our company. For instance, if an employee or their family member falls ill, we often go beyond our regular duties. Though company rules might dictate one course of action, we’ve established a foundation to assist in situations that might not strictly fit within company guidelines.

The hospitality landscape is ever evolving. What exciting developments or expansions can we expect from your hotels in the coming years?

One significant observation is the rapid evolution of technology. Every day brings something new, like the Metaverse, which has been a topic of discussion for the past year. We were among the early adopters of the Metaverse. Now, at Amplar, our banquet bookings are facilitated through it. This provides an immersive experience for guests, allowing them to view venues even when they’re occupied. Additionally, we’re embracing AI and ML. These technologies are the talk of the town, and we’re using them to capture guest experiences. The aim is to anticipate and enhance their subsequent visits. Currently, these technological advancements are our primary focus.

If you could set a bold vision for the future of the brand, what would it be, and how do you envision the group’s role in shaping the industry?

We are currently working on segmenting our hotels. With around 100 hotels in our portfolio, we’re categorizing certain ones as strictly five-star, offering unique experiences distinct from our midmarket hotels. There will be a broad spectrum of mid-market hotels, followed by a selection of budget hotels. By “budget,” I mean smart budget hotels designed to provide guests with a refreshing experience, equipped with modern technology that appeals to the younger generation. Furthermore, we have boutique hotels, like the one in Brenda, One Garden – a century-old establishment with 24 rooms – and the Metropole in Mysore, which has 30 rooms. While these hotels offer a five-star experience, they are boutique in nature, emphasizing personalized services. Over time, these four segments will become more defined within our group.

What approach does your team adopt when faced with sudden challenges or special requests from guests, and how do you ensure these moments turn into delightful experiences?

At times, guests arrive with last-minute requests, such as a celebration for a spouse’s birthday. Our team swiftly acts to ensure these moments are special, crafting romantic setups with towel art, flowers, cakes, and even photo cakes. Many of our hotels are equipped with cameras and edible cake printers for such occasions. For guests desiring a unique evening, some of our hotels feature gazebos, like the one downstairs in this hotel, surrounded by light curtains and ambient pink lighting. This setup creates a magical experience. In each of our hotels, we strive to craft these magical moments for our guests.


Decoding Wine with Matthieu Longuère: Education, Trends, and India’s Market

Decoding Wine with Matthieu Longuère: Education, Trends, and India’s Market

Matthieu Longuère

Published on April 1, 2025

Matthieu Longuère, Master Sommelier and Wine Development Manager at Le Cordon Bleu London, is a leading expert in the world of wine, shaping the future of sommeliers through education. With over two decades of experience, Matthieu has contributed significantly to the global wine industry. During his recent visit to India, he shared insights on the country’s rapidly growing wine culture, global trends, and the challenges the industry faces in the modern era.

Longuère’s journey to becoming a Master Sommelier is one of determination and passion, marked by a life-changing mentorship under Gérard Basset. His experiences across various wine-producing regions, and his focus on education, have shaped his approach to wine—an approach grounded in curiosity and open-mindedness.

Reflecting on India’s wine market, Matthieu notes the country’s preference for fuller and sweeter wines, which is becoming less popular in global markets. However, he remains optimistic about the future, highlighting the importance of wine education. As more people become curious about wine, India’s potential to produce internationally recognized wines could be realized. His visit is a milestone for Le Cordon Bleu, which celebrates 130 years of wine and culinary excellence. Matthieu sees great potential in nurturing Indian sommeliers, emphasizing that education is the key to shaping the next generation of wine experts.

Matthieu’s expertise extends beyond just wine education. He also offers advice for young hospitality students, stressing the importance of hands-on experience, structured learning, and building credibility in the industry. His insights into wine pairing are equally fascinating, with a focus on balancing elements like spice and acidity for unexpected yet delightful combinations.

For those interested in exploring wine in greater depth, Matthieu's insights offer a glimpse into the evolving world of wine. As the wine industry faces challenges like climate change, his advice on adapting to these changes while maintaining quality is invaluable.

To read Matthieu Longuère’s full interview and explore his expert views on wine education and India’s wine future, visit our website to access the latest eMagazine. For a physical copy, DM us now!


The Future of Hospitality Marketing: Neha Chowdhury’s Bold Vision for Personalization

The Future of Hospitality Marketing: Neha Chowdhury’s Bold Vision for Personalization

Neha Chowdhury

Published on April 1, 2025

Neha Chowdhury, the Director of Sales and Marketing at Courtyard by Marriott Mumbai International Airport, has spent nearly two decades in luxury hospitality, transforming marketing strategies across some of the world’s top hotel brands. In a recent conversation, she shared her vision for the future of hospitality marketing, focusing on personalization and storytelling to forge deeper connections with guests.

Neha believes that marketing in hospitality is more than just numbers—it’s about crafting a compelling narrative that resonates with people. At Courtyard by Marriott, their story revolves around being a ‘gateway to seamless journeys,’ emphasizing not just a strategic location, but a commitment to warm, efficient, and personalized service. By combining digital tools with authentic guest experiences and cultural collaborations, Neha aims to create a truly memorable stay for every guest.

Her leadership philosophy is built on empathy and adaptability, qualities that she believes are essential in an ever-changing industry. For Neha, empowering her team to anticipate and respond to guest needs is key to driving success, both in the guest experience and in market positioning.

As a strong advocate for women in leadership, Neha also advises young women looking to succeed in hospitality to be bold, resilient, and authentic. She stresses the importance of continuous learning, networking, and staying true to one's unique perspective.

Neha’s innovative ideas, such as integrating AI-driven personalization with traditional hospitality values, showcase her forward-thinking approach to marketing. In the ever-evolving Mumbai hospitality scene, she is committed to ensuring that Courtyard by Marriott remains a preferred choice for business and leisure travelers alike.

To dive deeper into Neha Chowdhury’s full interview and discover more about the future of hospitality marketing, visit our website to read the latest april e-Magazine. Interested in a physical copy? DM us for more details!


Manish Garg on Why True Hospitality is About Heartfelt Service, Not Just Luxury

Manish Garg on Why True Hospitality is About Heartfelt Service, Not Just Luxury

Manish Garg

Published on April 1, 2025

Manish Garg, General Manager of Hilton and Hilton Garden Inn Bengaluru Embassy Manyata Business Park, is a dynamic leader in hospitality, dedicated to crafting exceptional experiences. His career began in food and beverage operations before stepping into leadership roles with prestigious global hotel brands. With a background in both India and the UK, Manish has become known for shaping luxury hospitality and leading successful pre-opening projects. An alumnus of the Institute of Hotel Management in Chennai and the Australian International Hotel School, his foundation in hotel management is complemented by a passion for operational excellence and team leadership.

In this insightful conversation, Manish shares how Hilton is embracing innovation, enhancing guest expectations, and setting itself apart in Bengaluru's vibrant hospitality scene.

Innovation in Service

Manish emphasizes that true hospitality is about creating memorable experiences. A perfect example came during a recent wedding hosted at Hilton Bengaluru, where the event team created a "Wanderlust" theme, incorporating flavors from Italy, Morocco, and India to celebrate the couple’s love for travel. This personalized touch was complemented by a walk-through gallery of their travel memories, elevating the event into a deeply personal experience.

Hilton also hosted an unforgettable event for Tata Consumer Products, where chefs curated an innovative culinary journey that seamlessly integrated the brand into the menu. This interactive experience showcased how creativity and collaboration can redefine event hospitality.

Catering to Diverse Guests

Bengaluru’s dynamic nature requires constant evolution, and Hilton meets this challenge head-on. With a dual-brand setup—Hilton and Hilton Garden Inn—guests enjoy both luxury and practicality, whether they’re corporate travelers or on leisure getaways. Strategically located near business districts, the properties offer an ideal blend of convenience, with state-of-the-art event spaces and personalized service tailored to every guest’s needs.

Redefining Luxury

For Manish, luxury today goes beyond opulence—it’s about personalization and seamless comfort. Digital Key access, voice-command smart rooms, and AI-driven chatbots ensure a tech-savvy, personalized experience for every guest. At Hilton, innovation extends to sustainability efforts, such as the LightStay program, which helps guests make environmentally conscious choices during events.

A Culture of Service Excellence

Hilton’s success can be attributed to its people. Manish focuses on creating an inclusive culture where recognition and continuous learning are prioritized. Initiatives like ‘Shakti at Hilton’ and leadership mentoring programs empower team members to go above and beyond for guests, ensuring every interaction is exceptional.

Standing Out in Bengaluru

In a competitive market like Bengaluru, Hilton differentiates itself by offering personalized service that goes beyond standard hospitality. From tailored dining experiences to wellness offerings, Hilton creates memorable stays, making every guest feel valued and at home.

Sustainability and Luxury

Hilton’s commitment to sustainability is evident through initiatives like a zero single-use plastic policy, operating on renewable energy, and the innovative in-house water bottling plant. These eco-conscious efforts demonstrate that luxury and sustainability can coexist harmoniously.

The Hilton Experience in Three Words

For Manish, the Hilton and Hilton Garden Inn Bengaluru experience can be summed up as: Forward-Thinking, Personalized, and Unforgettable. These values guide every decision, ensuring that every guest enjoys a seamless, bespoke, and memorable stay.

To dive deeper into the world of Hilton and Manish Garg’s leadership, visit our website to read the full April eMagazine. You can also DM us to receive a physical copy and experience firsthand the exceptional service Hilton offers.