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

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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.

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

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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.