Crafting Memorable Experiences: Radisson Blu Palace Resort’s Customer-Centric Approach

Crafting Memorable Experiences: Radisson Blu Palace Resort’s Customer-Centric Approach

Admin

Published on June 3, 2024

In this exclusive interview, we sat down with Mr. Somesh Agarwal, Chairman and MD of Radisson Blu Palace Resort, Udaipur, to delve into the strategies and decisions that have significantly contributed to the success and growth of the resort. 

Somesh Agarwal, the Chairman and Managing Director of Rockwood Hotels & Resorts, is an entrepreneur with an indomitable spirit who continuously drives the world of hospitality forward. Growing up in Mumbai, Somesh pursued a Bachelor’s degree in Business Administration from the University of Virginia Tech in the USA and furthered his education at the University of California, Berkeley.

Somesh Agarwal’s innovative vision has significantly transformed the global destination wedding sector. He is renowned for introducing the largest pillar-less banquet hall in Rajasthan, a groundbreaking achievement in the hospitality industry. His contributions to tourism and his pioneering initiatives have earned his hotels several prestigious accolades, including the 'Best Luxury Wedding Hotel' by India Travel Awards in 2017, 'Best Wedding Hotel' by India Hospitality Awards in 2017, and 'Best Venue for Indoor Weddings' by EWPC in 2018.

Apart from his professional endeavors, Somesh is also known for his passion for sports and travel, reflecting his dynamic and multifaceted personality.

As the Chairman and Managing Director of Radisson Blu Palace Resort, Udaipur, you've been instrumental in its success. Could you share some key strategies or decisions that you believe have contributed significantly to the growth and reputation of the property?

In 2007 when I initiated my entrepreneurial journey, I knew Udaipur was the right place for me. It was an emerging tourist destination back then, but I could foresee the city’s growth in the hospitality industry. I wanted to contribute to its development while pursuing my dreams: building a palatial, one-of-its-kind property with 240 rooms. This led to the establishment of Radisson Blu Palace Resort and Spa in the city of lakes. When I look back in time, it fills me with gratitude and pride to see I have achieved what I envisioned several years ago. Even though I chose an unconventional path of building a luxurious hotel, I am happy that I followed my instincts and made the right decision. Today, Udaipur is well-positioned on the global tourism map and holds a prominent place in the wedding tourism market.

The hospitality industry has always been a dynamic, competitive market. Hence, we were prepared for other players to test their waters in the market. We realized that there are only two ways to have an edge: innovation and differentiated offerings. With this vision in mind, our motto has always been to offer top-notch services to our guests and ensure they have a comfortable and memorable stay with us. Simultaneously, keeping a tab on the ongoing market trends and connecting with industry stalwarts has been a continuous process. This helps us gain better insights and understanding of the industry landscape and provides us with an opportunity to evolve accordingly to service our clients better.

We have even upgraded our rooms with world-class furniture, exquisite décor, and palatial interiors to provide a royal experience. With the change in customers’ demands and industry trends, we have been prompt to adopt customization and personalization features. This approach complements our customer-first ideology and helps us cater to their diverse requirements.

Customer-centricity forms the core foundation of our operations as this aspect is a deal breaker for any hospitality player. This is why, every business decision by the brand is taken keeping in mind their benefit.

Whether it is a corporate offsite, MICE, weddings and related functions, or even leisure travel, we offer diverse services falling under the gamut of events and craft memorable experiences for our guests that they can cherish lifelong. Today, if it is arranging a specific color or variety of flowers, serving authentic local and global cuisines with exceptional culinary experiences, or including activities that add to the grandeur of events, we fulfil every wish of our customers and organize the event just the way they want.

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The hospitality industry has faced unprecedented challenges due to the pandemic. How did Radisson Blu Palace Resort, Udaipur, adapt its operations and offerings to navigate through these challenging times, particularly in the context of the destination wedding market?

India is a big fat wedding market. Viewed as symbols of traditions wrapped in the glory of opulence and grandeur, they are synonymous with exceptional hospitality. People desire to host lavish weddings and create memories that they can cherish for their lifetime. We understand that for couples, D-day marks a significant milestone in their life’s journey, and our constant endeavor is to transform their dream weddings into reality. This approach sets us apart from our competitors and motivates us to give our best. 

The wedding industry has had a curvy graph ever since the pandemic. Owing to social distancing practices and Covid-related restrictions, there were operational hiccups, and we had to face several challenges. However, once the situation started resuming normalcy, we noticed various shifts and the market had to adapt to new norms. For instance, we moved from lavish weddings to intimate ceremonies and smaller gatherings. Making grand arrangements and curating experiences was a hurdle as businesses had come to a halt. Even manpower was an issue. This is when we took this as an opportunity and made certain modifications to our strategies to meet the customers’ demands. Thanks to our hardworking team and our vendors, by God’s grace, we were able to sail through the challenging time. 

Today, as the trend of grand weddings has made a comeback, their grandeur is increasing exponentially. Even the concept of destination weddings is becoming commonplace as couples prefer celebrating their union in a serene, picturesque location. We offer anything and everything under the umbrella of wedding services to add to the charm and glory of their weddings. 

Udaipur has emerged as a popular destination for weddings. What unique aspects or services does Radisson Blu Palace Resort offer to cater to this niche market, and how do you foresee this segment evolving in the coming years?

Over the years, Udaipur has developed significantly. It has embraced hospitality players and given them an opportunity space to grow and prosper. Surrounded by the lush Aravalli range and dotted with lakes and stunning historic architectural marvels, the city provides breathtaking landscapes and natural views that serve as the perfect backdrop for weddings. Hence, it is considered to be one of the most romantic destinations to exchange vows. Additionally, Udaipur’s cultural heritage and amicable hospitality add up to its grandeur. It has become synonymous with grand-scale weddings and destination weddings, and our property is one of the top choices. We host 80-100 weddings annually and are known as one of the picturesque places for destination weddings.

Overlooking Fateh Sagar Lake and the Aravalli range, we have the largest pillarless ballrooms in the state. Our indoor and outdoor event spaces are spacious and serve as the perfect venue for palatial sundowner weddings and related ceremonies. The palace radiates royalty and elegance with traditional architecture, a touch of contemporary décor, high-end facilities, alluring views and world-class hospitality. Whether it is decoration, curation of thematic events, or value-added experiences like royal welcome, romantic set-ups, butler services, personalized experiences, and rejuvenating spas - you name it, and you’ll find diverse services at our property. 

Udaipur offers the right balance of tradition, luxury, and hospitality and is the best destination for weddings. Standing strong as a witness of several celebrity and high-end weddings, Udaipur’s relevance will increase all the more in the times to come with the rise in the trend of destination weddings.

Consumer preferences and expectations in the hospitality industry are constantly evolving. What are some key insights or trends you've observed in guest preferences, and how is Radisson Blu Palace Resort staying ahead to meet these changing demands?

The hospitality industry has always been dynamic and competitive. But yes, the pandemic had a major role to play in bringing about a shift in the consumers’ preferences and expectations from the sector. However, there is a silver lining as well. Amid the changes, the market got an opportunity to evolve and adapt an innovative approach. This led to several changes in the hospitality industry, driving innovation and disruption. For instance, hygiene protocols and contactless technologies have become an integral part of the operational functions. Simultaneously, travel trends like workcations, staycations, weekend getaways, luxury vacations, recreational holidays, etc., are shaping the hospitality industry landscape. Eventually, value-added services extending beyond bed and breakfast, experiential travel, and personalization of experiences to cater to individual preferences and choices have redefined customer-centricity in the hospitality industry. 

The pent-up demand is driving the growth of the hospitality industry and we are moving from a linear approach of following day-by-day itinerary to experiential traveling. Hence, today, the focus is more on offering one-of-a-kind services like rejuvenating spas, wellness retreats, holistic well-being-focused programmes, recreational activities, romantic set-ups, yoga, meditation, etc. Guests not only demand but value such services as these add up to their holiday and stay experiences. 

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In recent years, sustainability and eco-friendly practices have become increasingly important in the hospitality sector. How is Radisson Blu Palace Resort incorporating sustainability into its operations and guest experiences?

Today's travelers are increasingly supportive of environmental conservation and make conscientious choices. As a result, sustainability is now a fundamental aspect of the tourism and hospitality industries. At Radisson Blu Palace Resort, we are an environmentally conscious brand dedicated to protecting the planet and giving back to the environment in every possible way.

Aligned with this vision, we have implemented several operational modifications. Firstly, we have adopted renewable energy sources, such as solar panels from a plant near Bikaner, to reduce carbon emissions. This initiative is both cost-effective and energy-efficient. Additionally, we have established efficiency systems and guest awareness programs to promote water conservation. The palace is designed to ensure natural illumination in all meeting rooms and public areas. Moreover, all artificial lighting is sensor-based and utilizes energy-saving LED lights.

Our commitment to sustainability extends beyond operations to personalized guest experiences. The interiors and decorative elements, such as puppets and wall décor, are handcrafted by local artisans. Even the personalized welcome notes from the General Manager are made from eco-friendly materials.

We believe that these sustainability-driven initiatives not only help preserve Rajasthan’s heritage but also positively impact the socio-economic development of the surrounding areas.

With the rise of digital technologies and online platforms, how has Radisson Blu Palace Resort utilized digital marketing and technology to enhance guest engagement and drive bookings, especially in the competitive landscape of the hospitality industry?

In today’s digitally driven world, integrating new-age tech solutions is vital to ensuring operational efficiency and fulfilling customers’ demands. The hospitality industry is highly competitive and technology can be pivotal to improving guest engagement, driving bookings, and fostering customer loyalty and satisfaction. To share an example: we have introduced QR codes on our websites to help our guests navigate to the application, which gives them access to lucrative deals and exclusive app-only offers. 

Digital marketing is an essential component of our marketing initiatives. We follow a robust strategy to promote our property, showcase our achievements and milestones, and connect with customers by sharing real-time updates. These updates highlight event glimpses, preparations, venue set-ups, décor, high-end offerings, behind-the-scenes shots, and customer reviews. Such steps increase brand awareness and visibility, attracting potential customers.

Customer feedback and reviews are crucial for improving our services. This is why we have a dedicated section on our website where valuable customers can share their feedback on their overall guest experiences and our tech platforms.

Looking ahead, what are your aspirations and vision for the future growth and development of Radisson Blu Palace Resort, Udaipur? Are there any upcoming projects or initiatives that you're particularly excited about?

Radisson Blu Palace Resort and Spa, Udaipur, is a well-known name in the hospitality industry. Our main focus is on business growth and expansion. In the short term, we aim to grow further in Rajasthan and become the top choice for events like weddings, corporate offsites, and leisure travel. We also plan to expand across India with a sustainable growth strategy. Our first step is launching Fairmont Palace in Udaipur, with new properties in Jaipur and Mumbai also in the works.

Our property is 13 years old, so we decided it was time for a renovation to offer a warmer, more comfortable, and memorable experience for our guests. We have updated our banquet halls with the latest technology and done the same for our ballrooms, blending royal architecture with modern interiors and high-tech features. Next, we will redesign our in-house restaurants and add more rooms to the hotel.

This Interview is Published Exclusively on hospitalitynews.in.

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